APRIL 2009
PART B
Question 5
What does supply chain management involve?
A. The management of production material flows between and among stages ina supply chain to maximize total supply chain efficiency.
B. The management of information flows between and among stages in a supplychain to maximize total supply chain costs.
C. The management of information flows between and among stages in a supplychain to maximize total supply chain effectiveness and profitability.
D. None of the above.
Question 6
Which of the following defines supply chain strategy?
A. The schedule for production activities including testing, packaging, andpreparation for delivery.
B. The product delivery processes and elements including orders, warehouses,carriers, defective product returns, and invoicing.
C. The strategy for managing all the resources required to meet customerdemand for all products and services.
D. The partners chosen to deliver finished products, raw materials, and servicesincluding pricing, delivery, and payment processes along with partnerrelationship monitoring metrics.
OCTOBER 2009
PART A
14. Plan, source, make, deliver, and return are the five basic supply chain management(SCM) components.FALSE
PARTC
QUESTION 1
a) Describe four (4) basic components of supply chain management. (12 marks)
SUPPLY CHAIN STRATEGY
The strategy for managing all the resources required to meet customer demand for all products and services. E.g. determine seasonal events to produce future product or service needs. For example, during Chinese New Year demand for mandarin oranges is high, the company will cater the supply beforehand.
SUPPLY CHAIN PARTNERS
Partners choose to deliver finished products, raw materials and services including pricing, delivery and payment processes along with partner relationship monitoring metrics. E.g. intermediaries needed for the assistance of the process of supply, production, and delivery of product to be completed. For example, a company needs a producer to supply raw materials and send it over to the factory, and wholesalers to channel the product to end users.
SUPPLY CHAIN OPERATION
The schedule for production activities including packing and preparation for delivery.Measurement for this component include productivity and quality. E.g the process of transforming the input into output.For example, the process of producing products from raw materials to finished products.
SUPPLY CHAIN LOGISTICS
The product delivery processes and elements including orders, warehouse, carriers’ defective product returns and invoicing. For example, the supervisor will ensure that he makes sufficient order using Economic Order Quantity (EOQ), manage the storage of raw materials into the warehouse, record all defective product to be returned, invoicing and makes payments.
APRIL 2010
13. Customer Relationship Management (CRM) is a technology based on the premisethat those organizations that understand the needs of individual customers are bestpositioned to achieve sustainable competitive advantage in the future.TRUE
PART B
4. Which of the following defines supply chain partners?
A. The schedule for production activities including testing, packaging and preparationfor delivery.
B. The product delivery processes and elements including orders, warehouses, carriers,defective product returns and invoicing.
C. The strategy for managing all the resources required to meet customer demand forall products and services.
D. The partners chosen to deliver finished products, raw materials and services includingpricing, delivery and payment processes along with partner relationship monitoringmetrics.
OCTOBER 2010
15. Plan, source, make, deliver, and return are the five basic supply chain managementcomponents.FALSE
16. CRM is a technology based on the premise that those organizations that understandthe needs of individual customers are best positioned to achieve sustainablecompetitive advantage in the future.TRUE
PART B
5. All of the following are part of the four basic components of supply chainmanagement, EXCEPT:
A. Supply chain strategy
B. Supply chain logistics
C. Supply chain partners
D. Supply chain customers
6. Which of the following defines supply chain partners?
A. The schedule for production activities including testing, packaging, andpreparation for delivery
B. The product delivery processes and elements including orders, warehouses,carriers, defective product returns, and invoicing
C. The strategy for managing all the resources required to meet customerdemand for all products and services
D. The partners chosen to deliver finished products, raw materials, and servicesincluding pricing, delivery, and payment processes along with partnerrelationship monitoring metrics
16. Which of the following is NOT one of the three phases in the evolution of CRM?
A. Reporting
B. Analyzing
C. Processing
D. Predicting
17. Customer Relationship Management (CRM) allows an organization to accomplish allof the following, EXCEPT:
A. Provide better customer service
B. Make call centers more efficient
C. Complicate marketing and sales processes
D. Help sales staff close deals faster
APRIL 2011
15. Analytical customer relationship management (CRM) supports traditionaltransactional processing for day-to-day front-office operations or systems that dealdirectly with the customers.False
SEPTEMBER 2011
16. A supply chain consists of all parties involved directly and indirectly in the productionof a product. TRUE
PART B
3. What is Customer Relationship Management?
A. A strategy
B. A technology
C. Both a technology and a strategy
D. Neither a technology nor a strategy
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