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?

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

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Medium-term demand management projections are used primarily to:

• A.develop the master production schedule.
• B.complete forecasts at the item level.
• C.aggregate demand for production planning.
• D.complete strategic business planning of facilities.

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The process of continuous improvement can be defined best as a continuous effort to:

• A.concurrently improve performance on several measures through incremental improvements.
• B.eliminate root causes of waste through incremental improvements.
• C.eliminate root causes of problems through radical changes.
• D.reduce direct and indirect costs through incremental changes.

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A large bicycle company has outsourced manufacturing and needs to respond immediately to any logistics problems in the supply chain. The best technological solution to meet this need is:

• A.a transportation management system.
• B.supplier relationship management.
• C.supply chain event management.
• D.enterprise resources planning.

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All of the following are intangible assets EXCEPT:

• A.financial assets
• B.human capital
• C.organization capital
• D.information

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