Question 6

“Employee Development and Psychological Tests” Please respond to the following:

Changes Have We Made?,” located at

Use the Internet to research a psychological test (such as IPIP-NEO Personality Test or the Kolbe Index) that may be used in employee development to identify individual preferences, ways of decision making, means of gathering information, etc.

From the scenario and the first e-Activity, predict two (2) changes that will occur in the next five (5) years in relation to the 60 percent participation rate of women in the workforce.

From the second e-Activity, recommend the psychological test that you believe is most appropriate for selecting the right candidate for a management position within an organization for which you have worked or with which you are familiar. Justify your recommendation.


I. Preliminary Considerations

First, one must understand that a critical book review is not a book report (a summary of the contents of a book). A critical book review is a vehicle for examining and discussing issues the book itself raises or fails to raise. One writes a critical book review for the benefit of those who might not presently have time to read the book but who nevertheless need to learn more about its basic approach should they desire to read or study it at a future time. The job of the book reviewer is to inform these readers concerning any merits and/or shortcomings the book may have. From information based on a well-written review, the reader may conclude that this book is either indispensable or inconsequential.

II. Components of a Critical Book Review

A. Give complete bibliographical information at the top of the page (title, author, publisher, place of publication, date of publication, number of pages, and name of reviewer).

Use the following format: Toward Rediscovering the Old Testament, by Walter C. Kaiser, Jr. Grand Rapids: Zondervan, l987. 250 pages. Reviewed by Randy C. Slocum.

B. Briefly state the reason this book was chosen for review. State the author’s credentials (education, place of employment, previous achievements, etc.) as a preface to giving the book a serious hearing. Biographical information about the author should be included only as it demonstrates the author’s competency to write the book. Within the context of the paper, do not use titles (Dr., Rev., etc.). In most brief reviews, you will likely need to limit the introduction to one or two paragraphs.

C. Briefly (in one or two well-written sentences) summarize the thesis of the book.

This is a crucial step because the thesis contains the reason why the author produced this particular book (there may be dozens on the market with similar subject matter).

The thesis will state the author’s basic presuppositions and approach. The critical nature of the book review will then grow from the reviewer’s conclusion that the book does or does not achieve the author’s stated purpose.

D. The main body of a critical book review will be concerned with “thesis development.”

That is, did the author achieve the stated purpose? In this section the reviewer will inspect each of the chapters of the book to see how the thesis is (or is not) developed. If the author makes progress and develops the thesis convincingly, providing adequate information and statistical data, the reviewer says so, providing concrete examples and citing their page numbers in the text.

Given the limited amount of space in a brief book review, footnotes should not be utilized. Quotations or ideas taken directly from the text should be followed parenthetically by the page number of the quotation. The abbreviation for page(s) (p./pp.) should not be used.



Rainer argues that evangelistic churches should focus on reaching youth (20). Indeed, he writes, “Many churches fail to recognize that adolescence is a critical time of receptivity to the gospel” (21).

If the thesis is poorly developed or if the examples are inadequate to support the assertions of the author, the reviewer will point this out as well. Most critical book reviews will contain both praise and criticism, carefully weighed and balanced against one another. Remember the purpose of a critical book review is not to provide a summary of the book. You may assume that the professor and the grader know the contents of the book.

Questions the reviewer will seek to answer in this section might include:

• Is there an adequate, consistent development of the author’s stated thesis? Why or why not?

• What is the author’s purpose, i.e., what does he/she hope to accomplish through this book? Does the author accomplish the purpose? If so, how does he/she do so? If not, why not?

• Does the author approach the subject with any biases, i.e., do the author’s theological, experiential, philosophical, denominational, or cultural perspectives influence his/her conclusions?

• Does the author properly support his/her thesis? Does the author adequately consider and refute opposing viewpoints? Is the book limited in application to specific types of churches? Is the book relevant to contemporary culture?

• Does the author have to resort to suppression of contrary evidence in order to make the thesis credible (slanting)? If so, what additional evidence would weaken the case?

• Is the thesis sound but marred by a flawed procedure?

• Is the author’s case proved, or would another thesis have been more appropriately chosen?

E. Finally, a summary section should be attached. How does this book differ from other treatments of the same subject matter? What is unique and valuable about this approach as opposed to the others? Would the reviewer recommend this book above others? Why or why not?

This final summary should include the major strengths and weaknesses of the book and evaluate its value for readers who may be interested in that particular field of inquiry. Your primary purpose in this section is to respond both positively and negatively to the book’s contents and presentation. Needless to say, this response should be more in-depth than, “This book is a good book that should be recommended reading for everyone.” On the other hand, “This book is a lousy book not worth reading” is also inadequate. Central to this is the basic question of whether or not the author has achieved the book’s stated purpose.

Answer questions such as:

• What are the strengths of the book, i.e., what contributions does the book make?


• Why should a person read this book?

• What did you learn from this book?

Do not allow your response to this question to become lengthy (for this paper is not primarily an evaluation of your ministry), but do make some application.

Throughout your critique, be specific in your evaluations. Do not just tell the reader about the book; tell and show the reader with concrete examples from the book. As previously suggested, include page numbers when making specific reference to the book.

F. The length of the review should be between five and seven pages, double-spaced

The following guidelines are included to counter common style errors:

1… Utilize this suggested outline to guide your book review, but do not include the specific subheadings (“Bibliographical Entry,” “Summary of the Book,” etc.) in the essay. The brevity of the review demands a smooth flow from one section to another without including the subheadings.

2. Use first-person sparingly; however, you may use “I” when referring to your opinion of a text.

3. Avoid contractions in formal writing.

4. Use active voice as much as possible.

5. Be clear and concise. A brief review allows no room for wandering from your objective.

6. Avoid colloquial or idiomatic language. (i.e., “the ball is in your court;” “it takes two to tango,” “make a long story short.”

7. Do not refer to characters in the book by their first name. Call them “Mr. Smith” or “Smith.”

8. Paragraphs should not be too long. If you have a paragraph that takes up one-half the page, check to make sure you whether or not you should break it down into two or more paragraphs.

9. Do not overuse quotes.

10. Stick with the same tense. If you write using the past tense, do not switch to the present tense, unless you have a good reason that makes grammatical sense.

11. Do not split infinitives. “He was scarcely able to even talk” “She commenced to rapidly walk around the room.” “To have really loved is better than not to have at all loved.”

12. Use your spell-checker, but do not trust it. A spell-check will not catch the error in such sentences as, “The whole church voted too pass the amendment.” Use your eyes as well as your spell-checker.


13. Use parallel structure. “One may not know the appropriate way to write unless they take the time to learn.”

14. Be careful when using pronouns. “Give you and I some money” should be “Give you and me some money.” “Let them and we go” should be “Let them and us go.”

15. Proofread your paper. Read it out loud and fix any errors. Lay it aside, and do it again after several hours or days.

1. Case Study Assignment 5

Assignment:  5


 Read Case Study 8.1 Page 194 “What to Do with Shabana?” Make certain your writing style is it clear and concise, well-organized, and grammatically correct. Answer the Minicase questions. Remember to provide a complete reason in defense of your answer.

Use the following format to do your assignment:

 I. Introduction– in a few sentences describes the case and tells how your paper will be organized.

 II. Analyzes the case questions– You must include the question in your answer.

 III. Conclusion – Briefly summarize the essential difficulties posed in this case and the relevance of your recommended solutions

Assignment Content

Top of Form

Purpose of Assignment 

This assignment is designed to help students analyze and interpret primary and/or secondary data and research. First, students will be provided with a marketing report that allows for preparing basic executive level data insights. Second, they will be allowed to pick a company and product or service. This assignment will help prepare students for the development of their marketing plan. Students will be creating a marketing plan (refer to Marketing Plan and Outline document) so they may want to choose a company and product or service that has data readily available or where they can use demographic/psychographic data to provide insights. 

Assignment Steps

Part 1:

Analyze the Week 1 Business Growth Overview dataset. This is a marketing report generated by an analyst for the Senior Vice President (SVP) of Marketing at a large corporation. The analyst is new and has provided summary data but no insights or commentary for the SVP.

Construct a minimum 525-word memorandum for the SVP providing insights and commentary. The memorandum should include your analysis of the following:

· Major areas of increase and decrease in revenue or type and/or category of business

· Trends that are evident in terms of revenue or type and/or category of business

· Insights that would help formulate marketing strategies to either continue growth or reverse decline

· Additional analysis you (if you were SVP) would like to build a marketing goal and strategy or strategies (and why) 

Part 2: 

Select a global or multi-regional (does business in more than one country) company and one of its products or services that will serve as the basis for your marketing plan. You should obtain two years of annual reports as well as two years of 10K reports (provides a comprehensive overview of the company’s business and financial condition and includes audited financial statements) for your data source. Once you have selected your product or service, you must define the size and type of your selected company that provides the product or service (available from annual reports). This need not be elaborate but must include total number of employees, production volume, distribution methods, and so forth. Record this information in a summary document as outlined below. 

Company and product selection is a critical part of this project. You must ensure your proposed company can implement the marketing methods discussed in Marketing Management

Bottom of Form

Prepare a minimum 175-word summary document and send it to your instructor as a record of your selection. The summary document should include the following:

· Name of Company

· Location of Company Headquarters

· Name of Product or Service selected

· General description of company (number of employees, revenue, type of ownership, web page, etc.)

· General description of product or service

CASE STUDY -Flipkart – Walmart

Flipkart is the leading e-commerce portal in India followed by Amazon India. Recently there was a deal between flipkart and Walmart which happened to be the biggest eCommerce deal in Indian history in fact world’s largest eCommerce deal.

Amazon global is a leading e-commerce portal and Walmart wants to compete against it online and in fact wants to stay ahead of Amazon, hence it considered few points before taking this decision.

India is the only place Walmart could look at to fulfill its dream after China because the scope of development in India is more than any country for its size and growth rate. The customer base for Flipkart is more than Amazon India and Flipkart is growing rapidly every year and for fiscal year ending 2018. Bansals’ approach towards innovation, scope of development and management skills has impressed Mc Millan (President and CEO of Walmart) to think further on the acquisition – though Flipkart is nowhere close to profits.

Prior to this (flipkart acquisition) Walmart has already tried to enter eCommerce once in past by acquiring Yihaodian a Chinese online grocery marketplace in 2011 which did not work for them, hence they sold it to Alibaba’s rival in 2016.

Apart from the investment, Flipkart received $2bn additionally for it’s vision to accelerate growth directly benefiting its customers. Flipkart’s own supply chain arm eKart serves approximately more than 800 cities, delivering 5 lakh products in an average daily. With this deal, Walmart will bring in grocery and merchandise supply-chain knowledge and financial strength, and Flipkart will make the most of the merger to grow into a listable (part of the vision) giant quickly. Walmart’s main rival Amazon India is leaving no stone unturned when it comes to adoption of newer technology. The company is fast increasing the adoption of ML to cut product returns, improve the speed and accuracy of product deliveries. Similarly, Flipkart has also announced to push its effort to put ML and AI at the core of its business.

Walmart Labs is mostly looking for acqui-hires and niche tech-product startups. Acqui-hiring refers to the practice of buying a company in a cut-price deal, primarily for “hiring” the company’s founders and key employees. Walmart Labs is currently hiring engineers with expertise on machine learning (ML), merchandise, supply chain, data science, product managers and cloud experts.

Online marketplace eBay has decided to end its strategic partnership with Flipkart and relaunch eBay India with a differentiated offering to focus on cross-border trade. Flipkart had bought eBay India operations last year. Flipkart had said during its acquisition of that the platform would be leveraged for cross-border trade, a move designed to give Flipkart’s vendors access to eBay’s global customers and Flipkart’s customers access to eBay’s global inventory of products.


1.Why has Walmart invested in flipkart? (2 Marks)

2.What is the advantage for Flipkart due to acquisition of Wallmart? (2 Marks)

3. Walmart looks to Make Tech Acquisition In India. Discuss. (2 Marks)

4.Did eBay cuts ties with Flipkart after Walmart deal? (2 Marks)

AssessmentDate of releaseDue date of submission from the studentsGrade Allocation
Assignment-2(Case Study)End of 9th WeekEnd of 12th Week8

Note : The answers can be also from other outside trusted resources.

Due Dates and Grading

project management assignment

Pg. 04

PROJECT D eadline : Day 4 / 1 / 201 9 @ 23:59 [Total Mark for this Assignment is 9 ] IT Project Management IT 270

Instructions: This assignment must be submitted on Blackboard ( WORD format only ) . Email submission will not be accepted. You are advised to make your work clear and well- presented ; marks may be reduced for poor presentation . This includes filling your information on the cover page. You MUST show all your work , and text must not be converted into an image, unless specified otherwise by the question . Late submission will result in ZERO marks being awarded. The work should be your own, copying from students or other resources will result in ZERO marks . Use Times New Roman font for all your answers . Student Details: Name: CRN : ID:

College of Computing and Informatics

Based on your project scenario which has been suggested by you or by your instructor and approved by your instructor, answer the following three questions ?

Project Title :

1 Mark

Scenario Overview :

Learning Outcome(s): LO 2 : Recognize the key issues during the IT project management procedures and describe the best practices in IT project management processes 2 Mark sQuestion One

Using any project management tool, draw the project Gant Chart?

Learning Outcome(s): LO 4 : Learn how to perform project planning to include estimating and scheduling by creating work breakdown structure and estimate time, resource, and cost requirements. 2 MarksQuestion Two

Using any project management tool, draw the project network and show the critical path?

Learning Outcome(s): LO 6 : Evaluate project team management and analyze project performance including budget, cot and resource utilization. 1 MarkQuestion Three

Using Excel sheet, suppose the project will finish within 6 years (Starting from year 0). Follow your instructor instructions about the value of:

Discount Rate

Cost for every year

Benefits for every year

Your task is to calculate the following:

1- Discount factor for every year.

2- Discounted Benefits for every year.

3- Discounted Cost for every year.

4- Discounted Benefits-Cost for every year

5- Cumulative Benefits – Cost

6- Calculate NPV

7- Calculate ROI

8- Determine the payback in which year (If possible).

9- Explain the situation of your project. (over, under, behind the budget). What your value means ?

then paste your Excel sheet here including your name(s).

3 MarksNOTE : PRESENTASTION WILL BE HELD IN WEEK13/WEEK14. Your Instructor will determine your presentation day. Bring your Laptop!!

The work should be your own using the tool, copying from students or other resources will result in ZERO marks in whole project.

Logistics Management

Logistics Management

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Learning Objectives


LO11-1 Explain logistics and the major decisions made by logistics managers.

LO11-2 Estimate cost savings from consolidation.

LO11-3 Choose efficient transportation modes and carriers.

LO11-4 Make decisions regarding warehouses, distribution centers, and facility networks.

LO11-5 Explain the importance of packaging and materials handling.

LO11-6 Locate facilities using the center-of-gravity model.

LO11-7 Describe the benefits of integrated service providers.

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Starbucks Global Logistics: From the World to your Cup



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Harvest/Ocean Transport

Surface Shipping/Storage



Logistics Management

Logistics Management: movement and storage of materials to meet customer needs and organizational objectives

Includes forward and reverse flow

Includes flow of materials and information

Load, offload, move, sort and select material



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Activities of Integrated Logistics Management



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Logistics Cost Minimization & Trade-offs

Cost-to-Service: service levels = costs

Cost-to-Cost: cost of one activity, of another

Total Landed Cost: sum of all product and logistics related costs

Country costs of manufacturing

Cost in transit to country of sale

Cost within country of sale



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Transportation Management

Government’s Role:

Economic Regulation: entry of new carriers, rates, and services provided

Safety Regulation: safe for carriers and public, including increased emphasis on security from terrorist activity



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Transportation Management

Transportation Economics:

Economy of Scale: cost per unit of weight decreases as shipment size increases

Economy of Distance: cost per unit traveled decreases as distance moved increases



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Consolidation: one large shipment made of many smaller shipments

By Market Area: combine small shipments from one shipper going to the same area

Pooled Delivery: combine small shipments from different shippers going to the same area

Scheduled Delivery: delivery at specific times



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Consolidation or Not – Example

Example 11-1

A firm has orders of 12,000 lbs each of goods for three customers. It is $15.75 per hundredweight (cwt) to ship direct, or $10.50 cwt for shipments of greater than 30,000 lbs with a $300 fee for each stop.

Should the firm consolidate the orders into one shipment?



Cost of individual shipments:

$15.75 x (12,000/100) = $15.75 x 120cwt = $1,890

total for all three shipments = 3 x $1,890 = $5,670

Consolidated shipments:

$10.50 x (36000/100) = $10.50 x 360cwt = $3,780

including stop charge = 3 x $300 + $3780 = $4,680

Saving with consolidation = $5,670 – $4,680 = $990

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Transportation Mode Selection

In order to decide which mode of transportation to use to ship an order, consider:



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the elapsed time required to move from the point of origin to destination.


the ability to service any possible location.


the variance in the expected delivery times.



the ability to handle any type of product and/or size of load.

the number of scheduled movements that can be arranged by a shipper.

Transportation Mode Selection: Characteristics



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Trucking Industry: 3 Segments



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Truckload (TL)

carriers generally carry only full trailers of freight.

trucks can be routed directly from the shipper to the consignee.

Less-than-truckload (LTL)

carriers usually move loads of less than 15,000 pounds.

carriers experience relatively higher fixed costs because of the need to stop at a terminal for load consolidation.

Specialty Carriers

include package haulers such as FedEx and United Parcel Service (UPS).

typically pay higher marketing costs because they want to generate full loads.

dominated by a few large carriers.

Carrier Types

Value Density: ratio of value to weight, often determines the type of carrier used

Common: provide service to the public with published rates

Contract: provide service only to select, contracted customers

Private: firm owns its own equipment



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Transportation Service Selection

Total cost = In-transit holding cost + Freight cost

Example 11-2



A firm must ship a 10 lb parcel of 30 items valued at $500 each a distance of 1,000 miles.

Transportation options are 8-day ground for $50 or 2-day air for $90.

Holding cost is 20% of product value.

How should the firm ship their product?

In-transit holding = days in transit/365 x value x holding cost


= [(8days/365) x $15,000 x 20%] + $50 = $115.75


= [(2days/365) x $15,000 x 20%] + $90 = $106.44

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Student Activity



Rework the transportation cost analysis in Example 11-2 given all the same parameters, except that the 30 items are now valued at only $50 each.

Why is ground service now the best choice?


= [(8days/365) x $1,500 x 20%] + $50 = $56.58


= [(2days/365) x $1,500 x 20%] + $90 = $91.64

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Freight Transportation Mode Greenhouse Emissions



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Warehouse Management – Primary Functions of Warehousing



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the storage of inventory in warehouses to protect against seasonality either in supply or demand.

Production Support

dedicated to storing parts and components needed to support a plant’s operations.

Break-Bulk, Warehouse Consolidation, and Cross-Docking

splitting the shipment into individual orders and arranging for local delivery to customers.

Warehouse Management – Break-Bulk, Warehouse Consolidation, and Cross-DockingI






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Warehouse Management – Part II

Reverse Logistics:

Material moves upstream in the supply chain

Especially important in online retail

Value Added Services: providing additional value to the customer, such as postponement




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Student Activity

Contact a company that has a warehouse operation nearby (it may be that your college or university has a warehouse facility). Arrange for a tour of the warehouse. Ask the warehouse manager about the different functions the facility performs (consolidation, break-bulk, etc.) for the organization.



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Warehouse Management – Primary Process Activities

Warehouses must perform a variety of operations on a daily basis:

Receiving and unloading

In-storage handling


Order picking





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Materials Handling and Packaging

Handling material increases costs and risk of damage

Packaging can decrease handling costs and risk of damage

Containerization or Unitization: filling or creating a larger container from smaller ones

Automated Storage and Retrieval Systems: robots that get, move and put-away material

RIFD: electronic tracking of material



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Network Design – Part I

Most impact on supply chain operations

Multiple factors to consider

Labor (availability and cost)

Proximity to suppliers and customers

Cost of land and construction

Taxes, incentives, and regulations

Transportation Infrastructure

Quality of life for employees

Supply chain risk



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Network Design – Facility Location

Center of Gravity Method: finds the lowest cost based on demand and distance, using X,Y coordinates to define a geographic position

Di = Demand at location i

Xi = X coordinate at location i

Yi = Y coordinate at location i



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Network Design – Facility Location: Steps Using the Center-of-Gravity Method

Example 11-3



1. Position the demand locations on a map with X and Y coordinates.

2. Determine the amount of demand at each location.

Di = Demand at location i

Xi = X coordinate at location i

Yi = Y coordinate at location i

3. Compute the weighted averages for X and Y coordinates using the formula below:

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Network Design – Facility Location: Steps Using the Center-of-Gravity Method – Example

Example 11-3



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Network Design – Facility Location: Steps Using the Center-of-Gravity Method

Example 11-3



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Network Design – Transportation Cost

Number of locations is determined by balancing inbound and outbound transportation costs

Figure 11-5



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Network Design – Total Network Cost



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Integrated Service Providers


Integrated service providers (ISPs): Companies that provide a range of logistics services.

Third-party logistics service providers (3PLs): A common term used in the industry to describe ISPs.


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Logistics Management Summary

Flow of material and information between suppliers, producers and customers

Meet customer needs at lowest landed cost

Includes multiple decision areas

Economies of scale and distance impact costs

Multiple warehouse type to facilitate material storage and flow

Network design and facility location impact costs and customer service


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Customer Service Management

Customer Service Management

Copyright © 2017 McGraw-Hill Education. All Rights Reserved.

Copyright © 2017 McGraw-Hill Education. All Rights Reserved.

Learning Objectives

LO9-1 Describe how operations management helps establish and fulfill different levels of organizational commitment to customers.

LO9-2 Define the elements of basic service and explain how they are measured.

LO9-3 Describe a model of customer satisfaction.

LO9-4 Explain how a commitment to customer success is the highest level of customer management.

LO9-5 Describe the technological and relational aspects of customer relationship management.

LO9-6 Describe a strategy for segmenting customers and for developing tailored relationships with them.


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Winning the Customer’s Heart: Strategic Alignment at Unilever

Supply Chain Strategy

Business Strategy



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Customer Management


Intense focus on understanding and providing customers with products/service they desire


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Six Basic “Rights” to Customers



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Basic Customer Service

Right amount

Right place

Right time

Right product

Right condition

Right information

Customer Service – Product Availability


Product Availability: inventory available when and where desired by customer

Units Lines Orders

Orders Units Lines Delivered Delivered Delivered

1,000 20,000 5,000 19,500 4,800 910

Example 9-1


Unit Fill Rate: Total units delivered / Total units ordered

= 19,500/20,000 = 97.5%

Line Fill Rate: Number of order lines delivered complete / Total order lines

= 4,800/5,000 = 96%

Order Fill Rate: Total complete orders delivered / Total orders

= 910/1000 = 91%

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Lead Time Performance


Lead Time: time between start and end of an activity

Product design: conceptualize, design & test

Order: place and schedule for production

Procurement: source and arrive

Production: start to end of production

Delivery: warehousing & transportation to customer


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Lead Time Performance – Part II


Differing market orientations have different elements of Order-to-Delivery (OTD) lead time

Engineer to Order (ETO): design and make to customer specifications

Make to Order (MTO): make to customer demand from raw materials and components

Assemble to Order (ATO): assemble to customer demand from generic subassemblies

Make to Stock (MTS): build and stock in anticipation of customer demand


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Lead Time Performance- Part III



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Service Reliability: The Perfect Order


Service Reliability: performance of all order related activities error-free

If a firm has 97% reliability on four attributes, the probability of a perfect order is .97x.97x.97x.97 = 0.885, or 88.5%

The Perfect Order: delivered without failure in any order attribute


On time

Damage free

Documentation correct

Example 9-2


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Limitations of Customer Service


Customer service involves specifying the firm’s commitment to availability, operational performance, and reliability

Order winners, qualifiers, and losers

Meeting or beating competitor levels

Link to competitive strategy

Link performance to customer satisfaction


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Customer Satisfaction: Core Expectations



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Customer Satisfaction







Knowing the customer

Customer Satisfaction – Part I


Customer Satisfaction: meeting or exceeding customer expectations, including:

Reliability: performance as promised

Responsiveness: prompt reply and resolution

Access: easy to use communication channels

Communication: proactive order notifications

Credibility: believable and honest


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Customer Satisfaction – Part II



Customer Satisfaction: meeting or exceeding customer expectations, including:

Security: low risk and confidential

Courtesy: polite, friendly and respectful

Competence: able to perform

Tangibles: physical appearance

Knowing the customer: responsive to unique customer needs

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Customer Satisfaction Model Gaps

Gaps occur at differences between:

Knowledge: understanding of customer needs

Standards: internal performance and customer expectations

Performance: standard and actual performance

Communication: actual performance and communications about performance

Perception: customer’s view of performance and actual performance

Satisfaction: customer’s perceptions and expectations of performance



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Customer Satisfaction Model Gaps



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Limitations of Customer Satisfaction



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Happy Customer

Satisfied/Loyal Customer


Think of a time you were dissatisfied with a supplier’s performance

Which of your expectations were not met?

How did you form these expectations?

Which ‘gap’ resulted in your dissatisfaction?



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Customer Success

Customer success requires a supplier to:

Have a long-term relationship focus

Gain comprehensive knowledge of customer needs

Consider the customer’s customers

Adapt manufacturing and distribution



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Customer Relationship Management

Customer Relationship Management (CRM): technology-enabled data gathering about customers to develop strategic relationships



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Customer Management and Relationship Strategy



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Customer Management Summary


Basic customer service includes availability, lead-time performance and service reliability

Order-to-Delivery lead time is important

Satisfaction is achieved by meeting or exceeding customer expectations

Customer success focuses on strategic objectives and individual customer requirements

CRM involved data gathering and responding to the needs of specific customers

Multiple types of relationships and levels of commitment

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Management Assignment #4: PROMPT

DUE DATE: March 30th (11:30 EST) before noon!!

Complete the following: Complete the following cases and submit your answers in a single MS Word document.   PART #1:

Using the case information and Figure 9-4 to complete Johnson Snacks Case – Respond to Questions 1 & 2 at the end of Chapter 9 

PART #2:

Trail Frames Chassis case – at the end of Chapter 10:  Using the case information and the data in Table 10-4,

1. Complete an insourcing/outsourcing analysis – Ref: Table 10-2 and apply process found in Figure 10-1.

2. Prepare the report as described



RationalePoints AvailPoints Earned
Spelling, Grammar, Writing Style10 
Johnson Snacks Case – Chapter 9  
Customer Segments20 
Response recommendation15 
Trail Frames Case – Chapter 10  
Insourcing/outsourcing analysis15 
Report to Company President with Recommendations10 
Total Points70 

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The Carlson Department Store suffered heavy damage when a hurricane struck on August 31, 2000. The store was closed for four months (September 2000 through December 2000), and Carlson is now involved in a dispute with its insurance company about the amount of lost sales during the time the store was closed. Two key issues must be resolved: (1) the amount of sales Carlson would have made if the hurricane had not struck and (2) whether Carlson is entitled to any compensation for excess sales due to increased business activity after the storm. More than $8 billion in federal disaster relief and insurance money came into the county, resulting in increased sales at department stores and numerous other businesses. Table 1 gives Carlson’s sales data for the 48 months preceding the storm. Table 2 reports total sales for the 48 months preceding the storm for all department stores in the county, as well as the total sales in the county for the four months the Carlson Department Store was closed. Carlson’s managers have asked you to analyze these data and develop estimates of the lost sales at the Carlson Department Store for the months of September through December 2000. They also have asked you to determine whether a case can be made for excess storm-related sales during the same period. If such a case can be made, Carlson is entitled to compensation for excess sales it would have earned in addition to ordinary sales.


Table1. Carlson’s Sales.


Table 2. Department Store Sales.

Managerial Report.

Prepare a report for the managers of the Carlson Department Store that summarizes your findings, forecasts, and recommendations. Include:

1. An estimate of sales had there been no hurricane.

2. An estimate of countywide department store sales had there been no hurricane.

3. An estimate of lost sales for the Carlson Department Store for September through December 2000.

In addition, use the countywide actual department stores sales for September through: December 2000 and the estimate in part (2) to make a case for or against excess storm related sales.