Chapter 12
Chapter 12
Chapter 13
Chapter 13
Freestyle
100
The result of applying human or mechanical efforts to people or objects.
What is service?
100
A model identifying 5 gaps that can cause problems in service delivery and influence customers evaluations of service quality.
What is a gap model?
100
the connected chain of all of the businesses and trees, both internal and external to the company, that perform or support the logistics function.
What is supply chain?
100
a management system that coordinates and integrates all of the activities performed by supply chain members into a seamless process, from the source to the point of consumption resulting in enhance customer and economic value.
What is supply chain management?
100
Mental stimulus processing
What is a service directed at peoples minds
200
The gap between what customers want and what management thinks customers want.
What is Gap 1?
200
Revenue-oriented pricing, operations-oriented pricing, and patronage-orientation pricing.
What are the 3 categories of pricing?
200
information technology that replaces the paper documents that usually accompany business transactions, such as purchase orders and invoices, with electronic transmission of the needed information to reduce inventory levels, improve cash flow, streamline operations, and increase the speed and accuracy of information transmission.
What is electronic data interchange (EDI)?
200
the creation of three-dimensional objects via and added manufacturing (printing) technology that layers raw material into desired shapes.
What is three dimensional printing?
200
Post-purchase communication
What is a follow-up activity. Such as telephone call backs, and online surveys
300
Reliability, Responsiveness, Assurance, Empathy, and Tangibles
What are 5 components for evaluating service quality?
300
The firm uses financial and social bonds but adds structural bonds to the formula. Structural bonds are developed by offering value added services that are not readily available other firms
What is level 3?
300
Customer relationship management, Customer service management, Demand management, Order fulfillment, Manufacturing flow management, Supplier relationship management, Product development and commercialization Returns management
What are 8 key processes of the supply chain?
300
Companies that focus on supply chain management commonly report lower inventory, transportation, warehousing, and packaging cost; greater supply chain flexibility; improved customer service; and higher revenues.
What is a benefit of supply chain management?
300
Internal Marketing
What is treating employees as customers
400
Ex: If you are traveling by train, coach, or air the services will only last the duration of the journey.
What is an example of Perishability?
400
Ex: When M&M allows consumers allows consumers to add photos, art, and messages to candy.
What is mass customization?
400
Ex: Oranges are only harvested in the winter for the Sunny D company causing them to produce at a certain time of the season.
What is seasonal inventory?
400
The transfer of an offshore activity from a distant to a nearby country.
What is nearshoring?
400
Acknowledge past mistakes
What is the first step in rebuilding a broken relationship
500
Ex: KFC used to rate its managers according to “chicken efficiency”, or how much chicken they threw away at closing; customers who came in late would either have to wait for chicken to be cooked or settled for chicken several hours old.
What is an example of gap 2?
500
Engaging in post-purchase communication is a method of...
What is one of the methods for using the promotion strategy?
500
A firm that provides functional logistics services to others.
What is a third-party logistics company?
500
The ability of a supply chain to return to its ideal operational state after being disrupted.
What is supply chain resiliency?
500
supply chain team
What is a group who orchestrates the movement of goods
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