GSCM Ch 10 11 12

a customer who enters the waiting line but leaves before receiving service

First-come-first-served is an example of a(n):

best for importing parts duty-free, using them in end items, and exporting them

notes regarding prior dealings with customers are stored in

# of customers/day an organization's service delivery is setup to serve

most basic and very important activities of CRM

productivity decline as a move from manufacturing to a service

Customer calls with a problem and requests warranty information

Organizations that primarily compete on speed of delivery, such as FedEx and UPS use:

Firms can safeguard customer information by doing which of the following

NOT a technique for managing customers’ perceived waiting times

offering the right products and services to customers tied to events like birthdays

Layout strategies help firms maximize all of the following EXCEPT

Not recommended for a successful CRM

a critical issue in sustainable development

difference between customer expectations and customer perceptions of what was actually received

U.S. law which requires compliance by all firms engaged in handling customer information

posttransaction elements

Which are required elements of an effective CRM initiative?

facility location technique uses fixed and variable costs to analyze potential locations

NOT a reason for locating in a business cluster

primary elements of all queuing systems include all of the following EXCEPT

secures the right of employees to decide whether or not to join or financially support a union

The three generic competitive strategies are

allows sales managers to see info on salesperson's activities

use of quick response codes (QR Codes) to retrieve marketing information

Cloud based CRM services are particularly useful for

the number of their present customers which never return

element of CRM involved with the use of data-mining software and customer behavior analytics

important to consider when trying to determine the location of a firm's facilities

finding out which customers no longer buy from us

a service strategy saying a service can serve a narrow market better than a broad market

a factory dictated by low production costs, developed infrastructure of skilled workers

A practical independent measure firms can take to improve information security

strategic foreign facilities is set-up primarily to avoid tariff barriers

a constant amount of capacity regardless of demand variations

facility location techniques that use quantitative and qualitative dimensions

unique service elements for which customers may consider paying higher prices

Why do so many CRM programs fail

A centralzied databse for all customer info

4 activities of concern in service response logistics are the management of

using knowledgeable, competent, courteous employees who convey trust and confidence to customers

David Maister's First Rule of Service is

NOT a required element for an effective CRM

interconnected companies from a field are located in a single geographic location

Service provided by multiple servers acting in parallel

an example of a person that would be considered to provide a Pure Service

NOT an acceptable option in managing capacity when demand exceeds available service capacity

All of the following are included in the five dimensions of service quality EXCEPT

strategic foreign facilities to produce products at a low cost w/minimal tech resources

considered a quality of life factor

The element of a CRM program in which a customer's lifetime value is calculated

Wal-Mart effect is best described by which of the following

following factors serve as a magnet for business clusters

a project that has environmental implications concerning public health and climate change

why are regional trade agreements critical to the facility location decision

Sending book recs and a coupon based on history

a factor in choosing a location

Which is not one of the 7 "R"s

segmenting customers by demographic info - like they live in LA

Firms are using social media for all of the following EXCEPT

ability to meet needs of the present w/out compromising ability of future generations to meet their needs

marketing efforts allow customers to "opt-out" of receiving email