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SCM 303 Exam 1 With Complete Solutions Latest Update
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SCM 303 Exam 1 With Complete Solutions Latest Update
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SCM 303 E xam 1 With Complete Solutions Latest UpdateCompetitive Priorities - correct answers The critical dimensions that a process or supply chain *must* possess to satisfy its internal or external customers, both now and in the future
Competitive Capabilities - correct answers The cost, quality, time and flexibility dimensions that a process or supply chain *actually* possesses and is able to deliver
Competitive Priorities vs. Capabilities - correct answers Priorities are things an organization *must have to satisfy customers*
Capabilities are things that an organization *actually has and can deliver*
Order Winners - correct answers A criteria customers use to differentiate the services or products of one firm from those
of another
Order Qualifiers - correct answers minimum level required from a set of criteria for a firm to do business in a particular market segment
Order Winners vs. Order Qualifiers - correct answers *Order winners* are a criteria to *differentiate one product from another*
*Order Qualifiers* are a *minimum level of criteria required to do business in a particular segment*
Definitions of Elements in the Customer Contact Matrix and Manufacturing Process Structure - correct answers *Customer Contact*
the extent to which a customer is present, actively involved, and receives personal attention during the service process
*Customization* service level ranging from highly customized to specialized
*Process Divergence*
the extent to which a process is highly customized with considerable latitude to how it's tasks are performed
*Flow*
how work progresses through the sequence of steps in a process
Customer Contact Matrix - correct answers Ranked from *most customer contact and customization* to least
1) High Interaction with customers, highly customized service
2) some contact with customers, standard products with some options
3) low interaction with customers, standard services
Ranked from *most process divergence and LEAST line flows* to LEAST process divergence and MOST line flows*
1) Flexible flows with individualized processes
2) flexible flows with some dominant paths, some exceptions to how work is performed
3) line flows, routine work performed the same with all customers
Front Office (Customer Contact Matrix) - correct answers MOST customer contact
MOST service customization
MOST process divergence
LEAST line flows (aka MOST flexible flows with INDIVIDUALIZED processes)
(this is 1 and 1 on the customer contact matrix) Typically in contact with *clients and customers*
Hybrid Office (Customer Contact Matrix) - correct answers SOME interaction with customers
SOME service customization (standard options with some options)
flexible flows with SOME dominant paths (some individualization)
SOME exceptions to how work is performed
(this is 2 and 2, aka the medium between front and back office on the customer contact matrix)
Back Office (customer contact matrix) - correct answers LEAST interaction with customers
LEAST service customization (all standardized service)
LEAST flexible flows (line flows)
Work is performed the SAME for all customers
(This is 3 and 3 in the matrix, AKA the lowest level behind front and hybrid office)
Typically talks with *suppliers or partners*
Manufacturing Process Structure - correct answers *customization and volume*
ranked from most customization and lowest volume to least customization and highest volume
1) Job Process
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