- (Topic 1)
A firm supplies products and services to a wide variety of industries with varying requirements for responsiveness and reliability. Many customers across these industries are not satisfied with the firm’s ability to meet the lead time and on time delivery requirements. Which of the following tools is most appropriate for the firm to use to improve
customer service?

1. A. Customer service ratio metrics
2. B. Market segmentation
3. C. Customer relationship management (CRM)
4. D. Supply Chain Operations Reference (SCOR®)

Correct Answer: B

- (Topic 2)
A manufacturer of consumer packaged goods with a single plant and nine regional distribution centers is considering reducing the number of distribution centers in its system. Reducing the number of distribution centers most likely will reduce fixed warehousing and the cost of:

1. A. storing cycle inventory in the distribution centers.
2. B. storing finished-goods inventory at the manufacturing plants.
3. C. transportation from the distribution centers to the customer.
4. D. transportation from the plant to the distribution centers.

Correct Answer: D

- (Topic 3)
Which of the following metrics is the most appropriate measure of supply chain responsiveness?

1. A. Order fulfillment lead times
2. B. Percentage of orders delivered on time
3. C. Retail inventory days of supply
4. D. Upside production flexibility

Correct Answer: D

- (Topic 1)
Which of the following forecasting methods relies on the opinions of a panel of experts?

1. A. Delphi technique
2. B. Survey method
3. C. Causal method
4. D. Time series analysis

Correct Answer: A

- (Topic 1)
In addition to sales history, current customer orders, and forecasted demand, which of the following data sources should be used as part of a demand management process?

1. A. Inventory levels
2. B. Contractual obligations
3. C. Customer profitability
4. D. Scheduled marketing activities

Correct Answer: D