12. Which of the following statements about virtual organisations is correct? 1G

Question

12. Which of the following statements about virtual organisations is correct? 1G) Customers perceive the member organisations as distinct entities 2. Information belonging to member organisations remains proprietary 3. Member organisations retain their original, distinctive cultures and values 4. @ Individual organisations must preserve their own identity and integrity 13. Which of the following is an example of the voice of the customer (VOC) technique? 1. Brief checkoff customer satisfaction surveys printed on invoices 2· Collated comments of sales representatives calling on specific customer groups 3. Customer design groups 4. Analysis of customer buying behaviours 14. A company invites key business customers to participate in the performance evaluations of its account managers. This is an example of 1 Collaborative management practices 2· Supply chain integration 3. Voice of the customer information gathering 4 Measuring customer satisfaction 18. Suppliers that meet current operational needs as required by contract, but provide no basis for competitive advantage and could easily be replaced by another supplier, are called: 1 Unacceptable 2, G) Acceptable 3, Preferred 4. @ Exceptional 5. Supplier partners 27. A purchaser and its suppliers form an ongoing relationship in which they all participate in improving the system. This best exemplifies which of the following distinctions between traditional purchasing and strategic sourcing? 1· Boundary-specific versus realigned work processes and workflows 2, Transactional versus collaborative 3, G Limited visibility versus entire supply chain visibility 4. Purchase price versus true cost 28. Which of the following supply chain participants is likely to resist initial SCM efforts because they feel that they are lost in the network, never knowing whom to contact or how to check on an order? 1. Supplier 2. Internal 3. Distributor 4. Customer 33. Which of the following is the best example of risk mitigation in a strategic alliance? 1. Surmounting limited availability of component suppliers 2. Overcoming barriers to market entry 3. Improving operations by lowering system costs 4. Improving overal financial position 35. Which of the following benefits applies to lifetime customers? 1. . They are more difficult to satisfy than first-time or short-term customers 2. They tend to have a null effect on revenue but a positive effect on profit 3, They increase the need for customer relationship management (CRM) activities 4. They increase total marketing costs

Explanation / Answer

12.

In a virtual organization, there is an integration of many systems and extensive sharing of information, often proprietary information. Forming virtual organizations thus requires trust and a cultural shift that embraces the common identity of the virtual organization. At the same time, the member organizations must evaluate the risk of the relationship and preserve their own identity and integrity. Option (4) is correct.

13.

Customer design groups are an example of open-ended information gathering used by VOC to make complex customer perceptions more visible to a business. A brief checkoff survey does not capture complex information. Analysis of behaviors and analysis by others do not present the customer's own voice. Option (3) is correct.

14.

Measurement of customer satisfaction is a key element of customer relationship management (CRM). VOC is considered a more general research tool. B2B companies may measure the customer relationship management (CRM) effectiveness of their account managers by inviting the managers' customers to participate in their performance evaluations. Option (4) is correct.

18.

Acceptable. A supplier that meets current operational needs is always acceptable. Option (2) is correct.

27.

Traditional purchasing considers each purchase as a discrete transaction while strategic sourcing involves ongoing relationships, there is an opportunity for collaboration between the purchaser and suppliers that can result in improving the profitability of the supply chain and adding value to the final product or service. Option (2) is correct.

28.

At the initial phase, the customers may complain of getting lost in the network and never knowing whom to contact or how to place an order. Option (4) is correct.

33.

From a purely reactive stance, companies with certain types of supply situations may be able to manage risk better in a strategic alliance. Purchasers must consider the strategic importance of the component, the complexity of the component-product interface, the number of component suppliers available, and the uncertainty of the supplier relationship. Option (A) is correct.

35.

Lifetime customers increase the need for customer relationship management (CRM), but they also make it a little easier as the business learns more about them over time. Total marketing costs decline, satisfaction increases with better customer understanding, and both revenue and profit increase. Option (3) is correct.

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