Service delivery systems MCQs in Supply Chain

  1. Which of the following is NOT a key component of a service delivery system in supply chain management?A) Service OperationsB) Service Support C) Service Strategy D) Service Marketing Answer: D) Service Marketing
  2. In a service delivery system, what is the primary focus of ‘Service Operations’?A) Designing marketing campaignsB) Ensuring the efficient delivery of services to customers C) Developing financial forecasts D) Managing human resources Answer: B) Ensuring the efficient delivery of services to customers
  3. What is the purpose of ‘Service Support’ in a service delivery system?A) To enhance customer satisfaction through additional servicesB) To manage inventory and warehousing C) To design new products D) To handle procurement of raw materials Answer: A) To enhance customer satisfaction through additional services
  4. Which of the following best describes the ‘Service Strategy’ in a service delivery system?A) A plan for the efficient allocation of financial resourcesB) A roadmap for how the service will be delivered and how it will meet customer needs C) A schedule for production and inventory management D) A framework for managing supplier relationships Answer: B) A roadmap for how the service will be delivered and how it will meet customer needs
  5. What is the role of ‘Service Quality Management’ in a service delivery system?A) To track financial performanceB) To ensure the service meets or exceeds customer expectations C) To manage supplier contracts D) To develop new service offerings Answer: B) To ensure the service meets or exceeds customer expectations
  6. Which of the following is an important consideration for optimizing ‘Service Delivery’ in supply chain management?A) Reducing product development timeB) Increasing customer service touchpoints C) Streamlining the flow of service processes and reducing response times D) Expanding market reach Answer: C) Streamlining the flow of service processes and reducing response times
  7. In a service delivery system, which metric is commonly used to assess service performance?A) Return on Investment (ROI)B) Customer Satisfaction Score (CSAT) C) Inventory Turnover Ratio D) Supplier Lead Time Answer: B) Customer Satisfaction Score (CSAT)
  8. What is ‘Service Failure Recovery’ in the context of service delivery systems?A) The process of preventing service failures from occurringB) The strategies employed to rectify issues when a service does not meet customer expectations C) The methods used to train service employees D) The development of new service features Answer: B) The strategies employed to rectify issues when a service does not meet customer expectations
  9. Which technology is often utilized to enhance ‘Service Delivery’ in supply chain management?A) Enterprise Resource Planning (ERP) systemsB) Social Media Analytics C) E-commerce Platforms D) Financial Management Systems Answer: A) Enterprise Resource Planning (ERP) systems
  10. What is the role of ‘Customer Relationship Management (CRM)’ in service delivery systems?A) To manage inventory levelsB) To track and analyze customer interactions and feedback to improve service C) To forecast market trends D) To optimize production processes Answer: B) To track and analyze customer interactions and feedback to improve service
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