- (Topic 3)
Which of the following approaches most likely will help a company reduce its cost of sales while increasing customer loyalty?

1. A. Business process design
2. B. Business development mapping
3. C. Customer relationship management
4. D. Sales contact management

Correct Answer: C

- (Topic 1)
The probability of customer dissatisfaction is highest when which of the following conditions exists?

1. A. Customer expectations are clearly defined.
2. B. Supplier execution is too low.
3. C. There is a gap between expected performance and perceived performance.
4. D. There is a gap between what was indicated and what was accomplished.

Correct Answer: C

- (Topic 3)
Which of the following strategies typically will require the lowest inventory investment and deliver the shortest lead time?

1. A. Producing finished goods to forecast and shipping directly to customers
2. B. Producing finished goods to forecast and distributing through a multi-echelon network
3. C. Producing subassemblies to forecast and doing final assembly and shipping from the factory
4. D. Producing subassemblies to forecast and doing final assembly and shipping from regional centers

Correct Answer: D

- (Topic 2)
A firm is undertaking a revision of its financial metrics to make them more comprehensive and has decided to use metrics such as return on investment (ROI), return on assets (ROA), and economic value added (EVA). This is an example of utilizing which of the following types of metrics?

1. A. Activity based
2. B. Stakeholder focused
3. C. Financial sustainability
4. D. Value chain

Correct Answer: C

- (Topic 2)
In the Supply Chain Operations Reference-model (SCOR®), the cash-to-cash cycle time for a manufacturing company is the number of days between which two of the following
situations?

1. A. Paying for raw materials and getting paid for the product
2. B. Shipping the product from the warehouse and receiving it at the customer's location
3. C. Paying for raw materials and sending an invoice to the customer
4. D. Billing the customer and getting paid for the product

Correct Answer: A