Chapter 7 Demand Management, Order Management, And Customer Service Flashcards Preview

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Flashcards in Chapter 7 Demand Management, Order Management, And Customer Service Deck (22)
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1
Q

Make to stock

A

Finished goods are produced prior to receiving a customer order

2
Q

Make to order

A

Finished goods are produced after receiving a customer order

3
Q

Judgmental forecasting

A

Using judgment or intuition and is preferred in situations where there is limited or no historical data

4
Q

Time series forecasting

A

When future demand is solely dependent on past demand

5
Q

Cause and effect (associative) forecasting

A

Assumes that one or more factors are related to demand and that the relationship between cause and effect can be used to estimate future demand

6
Q

CPFR (collaborative, planning, forecasting, and replenishment)

A

Supply chain partners share planning and forecasting data to better match up supply and demand

7
Q

Order management

A

Management of the various activities associated with the order cycle

8
Q

Order cycle

A

The time from when a customer places an order to when the order is received

9
Q

Order to cash cycle

A

From when a customer places an order to when the organization receives payment for the order

10
Q

Order transmittal

A

The time from when the customer places an order until the seller receives the order

11
Q

Order processing

A

The time from when the seller receives an order until an appropriate location is authorized to fill the order

12
Q

Order picking and assembly

A

Includes all activities from when an appropriate location is authorized to fill the order until goods are loaded aboard an outbound character

13
Q

Voice based order picking

A

The use of speech to guide order picking activities

14
Q

Pick to light technology

A

Orders to be picked are identified by lights placed on shelves or racks

15
Q

Order delivery

A

The time from when a transportation carrier picks up the shipment until it is received by the customer

16
Q

Customer service

A

The ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience

17
Q

Order fill rate

A

The percentage of orders that can be completely and immediately filled from existing stock

18
Q

Multichannel marketing systems

A

Separate marketing channels to serve customers

19
Q

Benchmarking

A

A process that continuously identifies, understands, and adapts outstanding processes found inside and outside an organization

20
Q

Customer profitability analysis CPA

A

The allocation of revenues and costs to customer segments or individual customers to calculate the profitability of the segments or customers

21
Q

Service recovery

A

A process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations

22
Q

Demand management

A

The creation across the supply chain and its markets of a coordinated flow of demand