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supply chain management global
Principles Of Supply Chain Management 6th Edition Wisner Tan Leong - Solutions
What is cloud computing and what are its advantages for CRM?
What do you think the true value of social CRM is?
How do various social media impact an organization’s CRM methods? Should firms use social media for attracting new customers?
How can firms help to assure the privacy and security of their customers’ information and data?
Why is CRM program user training so important? How could the training requirement be minimized?
What do big data and big data analytics refer to?
What sort of problems can occur with a firm’s existing or legacy CRM applications?
How do you think CRM performance should be measured? Suggest several performance measures for a specific company.
What is the most common mistake made, when designing and implementing a CRM program?
Describe the steps necessary for designing and implementing a successful CRM program.
Do you think CRM applications unnecessarily invade customers’ privacy? Explain.
How should customer satisfaction be measured at a bank? A restaurant? A manufacturing firm? A retailer?
Could self-service websites be used in place of call centers? Explain.
Do you think call center outsourcing negatively affects customer service? Explain.
Are call centers good or bad for the firm? What has been your experience with call centers?
Describe the types of customer service that come before, during, and after the sale.Why are they important to CRM?
Describe some businesses in your area providing good customer service, then list some providing poor customer service.
How does your definition of customer service compare to the Seven Rs Rule?
Describe several ways that CRM applications can increase the effectiveness and productivity of a firm’s sales force.
Pick a specific company near your residence and describe how they could personalize their communications with you, the customer.
Why is the determination of customer lifetime value important?
How would an analysis of customer defections help the firm become more competitive?
Define these terms: permission marketing, cross-selling, and churn reduction.
What is segmenting customers and why is it perhaps the most important activity in CRM? What do firms typically do with the segments of customers?
Describe why CRM is so important in managing supply chains. What do firms with good CRM programs do? Can you cite an example aside from the ones mentioned in this chapter?
Why have so many CRM efforts failed? Can you cite a personal example of a good or bad CRM effort?
How does the actual practice of CRM differ from the use of CRM software?
Define the term customer relationship management and what has impacted the way companies view CRM over the past 15 or 20 years.
Search on the term “port security software” and describe how these software applications help to assure port security and global cargo security.
Write a report on the global deregulation of the airline industry.
Write a report on Amazon’s warehousing system in the United States.
Search on the term “green logistics” or “sustainable logistics” and write a report on logistics strategies used to reduce carbon emissions.
Go to the BNSF website (www.bnsf.com) and describe the types of intermodal services offered.
How can reverse logistics have a positive impact on the environment? On profits? On customer service? On repeat purchases?
What is reverse logistics? How does it impact supply chain management?
Why was NAFTA replaced by the USMCA? How is the USMCA currently affecting trade among the United States, Canada, and Mexico? Do you think the USMCA is good for domestic U.S., Mexican, and Canadian producers? Why?
What are foreign-trade zones? How are they different from free-trade zones? What benefits do they provide?
Describe several global logistics intermediaries. Could they also be considered 3PLs?
What do you think the most pressing global logistics problem is today? Why?
Describe C-TPAT and FAST. Which transportation modes use these?
Could you have a TMS without an ERP system? Or without a WMS?
What are the most common logistics management software applications and why are they beneficial to users?
What are empty miles and how can carriers reduce them?
What are the impacts of logistics on environmental sustainability? How can these impacts be minimized?
Describe several kinds of transportation intermediary.
Are transportation intermediaries also a form of 3PL? Explain.
Can 3PLs be effective supply chain partners? Why?
What are 3PLs and why are they used? What types of companies use them? Why is their use growing so rapidly?
Why is logistics so important for successful supply chain management?
What is a lean warehouse? When are they used?
What type of warehouse location strategy do you think Amazon uses? Why?
For which situation (centralization or decentralization) does risk pooling result in less safety stock? Why?
Define risk pooling and the advantages and disadvantages of centralized warehousing.What assumption does risk pooling make?
What are cold chains and what type of warehouse is used for these? What do cold chains have to do with the recent pandemic?
What is the difference between a distribution center and a warehouse?
If storing goods in a warehouse is bad, since it increases inventory carrying costs, why are the number and size of warehouses increasing in the United States?
Describe three different types of warehouses and the advantages of each.
Is transportation in the United States regulated today or deregulated? Why?
Is government regulation of transportation good or bad? Why?
What is PrePass and what are its advantages?
What does transportation security refer to, and which mode of transportation is most affected by security concerns?
What is FOB destination pricing, and when would you want to use it?
When would you want to use value-of-service pricing instead of cost-of-service pricing?When would you want to use negotiated pricing?
Why do you think the fastest trains are found outside the United States? Where is the fastest train operating today?
What is a road train? If you had to classify them, would you say they are general freight carriers or specialized carriers?
What is the difference between TL and LTL shipments? Why are LTL shipping fees higher per cwt than TL shipping fees?
What are some intermodal transportation alternatives?
List the legal forms and modes of transportation. Which mode is the least expensive?Which mode carries the most freight? Which mode is growing the fastest? Shrinking the fastest?
Why do you think that for-hire logistics expenditures have quadrupled over the past 30 years in the United States?
What is the objective of transportation, for a business?
What are the important activities or elements in logistics?
Why are logistics issues important to business success?
What is logistics and how does it provide time and place utility?
If one goal of a supplier partnership is to eliminate acceptance sampling, then when would it get done?
Can a process be considered in control but incapable of meeting design requirements?Explain.
Explain the difference between a C chart and a P chart.
How could P charts be used in a manufacturing facility?
What are some variable data and attribute data that could be collected to track the quality of education at your university?
Can a process exhibit sample measurements that are all inside the control limits and still be considered out of control? Explain.
Define “variable data” and explain why two control charts are needed to assure that these types of processes are under control.
What are the two types of process variation, and which one does statistical process control seek to eliminate? What can be done with the other one?
Construct a cause-and-effect diagram for the following problem: The university course registration and payment process takes too long. Brainstorm some potential causes.
Construct a flow diagram of the ticket purchase/football game attendance process at your university. What areas would you investigate further to identify problems?
What is the DMAIC improvement cycle, and how could you use it to improve your college study habits?
What are critical-to-quality characteristics, and how are they used in Six Sigma?
What are the two most widely used ISO standards, and why are they so popular? If you are currently working, is your firm ISO certified? Is McDonald’s?
In viewing the Baldrige Award’s performance categories, how would your firm stack up in these areas (use the university or your most recent employer if you are not currently employed).
Why is the Baldrige Award available only to U.S. companies?
Which do you like better—Deming’s, Crosby’s, or Juran’s approach to quality? Why?
Which of Deming’s 14 points might be the most important. Why?
Describe Deming’s Theory of Management and how it can be used to improve quality.
Describe three ways by which your university could improve quality using elements of Six Sigma.
Describe the lean Six Sigma approach.
How is Six Sigma different from TQM?
Describe Six Sigma’s origins and the main parties involved. Why is the concept called“Six Sigma”?
Discuss the linkage between lean systems and environmental sustainability.
What is kaizen, and why is it so important for successful lean production? What is a kaizen blitz?
Why are lean systems also known as pull systems?
What is the origin of the term kanbans and why are they used in lean systems?
Reducing lot sizes and increasing setups are common practices in most lean production settings. Why?
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