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Which of the following is NOT a way in which reverse logistics creates value for organizations?
Reverse logistics enhances customer satisfaction by addressing returns and repairs, rather than reducing loyalty. [P-139]
An organization with a cost leadership strategy is considering choosing a supply partner. What is the trade-off that this organization needs to consider?
An organization with a cost leadership strategy must balance cost efficiency with responsiveness. This trade-off involves economies of scale within the supply chain while ensuring that logistics systems maintain cost margins without causing delays due to excessive focus on economies of scale. [P-31]
Mr. Mark works as a customer service manager for an e-commerce company called "ShopSmart." ShopSmart sells a wide range of products online, and Mark's team is responsible for addressing customer inquiries and issues. Below are five customer cases that need to be resolved. For each case, find the solution for the issue and select preventive measures.
Customer 1: Jane ordered a birthday gift for her daughter, but it arrived two days late, missing the special day. She had meticulously planned a surprise celebration, and the late delivery disrupted her plans. As a result, her daughter was left disappointed, and Jane is seeking not only a solution to the delayed delivery but also a way to make it up to her daughter.
Customer 2: Jack received a defective electronic gadget he ordered, and it's not functioning correctly. Jack wants to know how ShopSmart can rectify this situation and ensure that he receives a fully functional replacement or a refund.
Customer 3: Sarah received her order, but some items from her purchase were missing. Sarah is seeking a solution to get the missing items as soon as possible to avoid disappointment and inconvenience.
Customer 4: Mike noticed a billing discrepancy on his credit card statement related to a recent purchase. He's a loyal customer and has never encountered such an issue before. Mike is concerned about the erroneous charges on his statement and is looking for a prompt resolution and clarification regarding the billing error.
Customer 5: Emily wants a refund for a dress she ordered online, but it doesn't fit as expected. The dress size was not in line with ShopSmart's sizing chart, and Emily wants to return the dress and receive a refund promptly. She's looking for a hassle-free return process and a full refund for the purchase.
Q: How can Customer 4 Mike's issue be resolved?
Answer Options:
An investigation should be conducted to verify the billing error, and if it is ShopSmart's mistake, the extra charges should be refunded to Mike promptly. [P 166-169]
What does the volume of product returns need to be in order to justify the resources allocated for reverse logistics activities?
High return volumes ensure scale economies and full utilization of resources. [P-179]
Sarah is the logistics manager of a retail company that sells electronic gadgets. She is considering implementing a reverse logistics program to handle product returns. However, she's concerned about the challenges associated with reverse logistics. What is the main challenge associated with the common perception of reverse logistics among managers?
Managers often overlook the strategic value of reverse logistics, viewing it as adding no value to the supply chain and considering it an unnecessary cost. [P-146]
