Exam 2

The “Seven Rs Rule”: Having the right ______, in the right ______, in the right _________, at the right _______, at the right _______, for the right ________, at the right _______.

___________ Customers - Grouping customers to create specialized communications about products.

Churn reduction - reducing customer ____________.

Three elements of customer service. ____, ______, & ____.

_________ factory - low cost investment & labor costs

_________ factory - firm is source of innovation & competitive advantage of the organization

World Trade Organization (WTO) successor to the General Agreement on Tariffs/Trade (GATT) has ____ members

Supplier __________ influences the delivery of materials & effectiveness of the supply chain

_____ _____ zones - where materials are imported duty-free as inputs to production

_______ _______- they do something to things owned by the customer

_______ _______- is the # of customers per day the firm’s service system is designed to serve

_______ _______- - Customers’ places in queue are tracked by a computerized system allowing them to roam the premises until signaled by a device

______________ combines learning with entertainment to appeal to customers looking for substance along with play

______________ - consistently performing the service correctly & dependably

Process ______________ means sharing information and coordinating resources to jointly manage a process or processes.

A ________________ is a set of activities designed to produce a product or service

Identify Critical SC Trading Partners

Review & Establish SC Strategies

Align SC Strategies w/Key SC Process Objectives

Develop Internal Performance Measures for Key Processes

Assess & Improve Internal Integration of Key SC Processes

Develop Supply Chain Performance Measures for Key Processes

Assess & Improve External Process Integration & Performance

Extend Process Integration to 2nd Tier Supply Chain Partners

Reevaluate the Integration Model Annually

functional ______________ (departments whose only concern is about itself) may affect integration

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