Objective 1.3
1) Place the four business functions in the order they appear along the value chain:
Customer service
Design
Marketing
Production
A) Customer Service, Design, Production, Marketing
B) Customer Service, Marketing, Production, Design
C) Design, Production, Marketing, Customer Service
D) Design, Customer Service, Production, Marketing
2) R&D, production, and customer service are business functions that are all included as part of ________.
A) the value chain
B) benchmarking
C) customer relationship management
D) the supply chain
3) The value chain is the sequence of business functions in which ________.
A) value is deducted from the products or services of an organization
B) producing and delivering the product or service is of prime importance
C) products and services are evaluated with respect to their value to the supply chain
D) usefulness is added to the products or services of an organization
4) ________ is the generation of, and experimentation with, ideas related to new products, services, or processes.
A) Research and development
B) Design of products, services, or processes
C) Production
D) Marketing
5) ________ is the detailed planning and engineering and testing of products, services, or processes.
A) Plan of implementation
B) Design
C) Production
D) Research and development
6) Production is the ________.
A) generation of, and experimentation with, ideas related to new products, services, or processes
B) processing orders and shipping products or services to customers
C) acquisition, coordination, and assembly of resources to produce a product or deliver a service
D) detailed planning and engineering of products, services, or processes
7) Marketing is the ________.
A) generation of, and experimentation with, ideas related to new products, services, or processes
B) detailed planning and engineering of products, services, or processes
C) acquisition, coordination, and assembly of resources to produce a product or deliver a service
D) the manner by which companies promote and sell their products or services to customers or perspective customers
8) Which of the following differentiates marketing from customer service?
A) Marketing is the process of promoting and selling products or services to customers or prospective customers, whereas customer service is the process of providing after-sales service to customers.
B) Marketing is the process of processing orders and shipping products or services to customers, whereas customer service is the process of providing additional information to customers about the product.
C) Marketing is the process of detailed planning, engineering, and testing of products and processes, whereas customer service concentrates on existing customers.
D) Marketing is the process of processing orders and shipping products or services to customers, whereas customer service is concerned with choosing the right customer for the product.
9) ________ is an after-sale support provided to customers.
A) Distribution
B) Customer service
C) Production
D) Marketing
10) ________ is a strategy that integrates people and technology in all business functions to enhance relationships with customers, partners, and distributors.
A) Supply-chain analysis
B) Customer relationship management
C) Value-chain analysis
D) Continuous quality improvement
