Chapters 9–14: Logistics & Supply-Chain Management Vocabulary

A comprehensive set of vocabulary flashcards covering logistics, CRM, service operations, process integration, and performance measurement topics from Chapters 9–14.

Logistics

The planning, execution, and control of the efficient movement and storage of goods, services, and information from origin to consumption.

Time Utility

The value added by making products available when customers need them.

Place Utility

The value added by having products available where customers want to buy or use them.

Motor Carrier (Truck)

Road‐based transport mode offering high accessibility and speed for short-to-medium hauls.

Rail Transportation

Cost-effective land mode suited for heavy, bulk, and long-distance shipments.

Air Transportation

Fastest but most expensive mode, used for high-value or perishable goods.

Water Transportation

Low-cost mode for very large or heavy international or domestic shipments via oceans or inland waterways.

Pipeline Transportation

Mode dedicated to liquids, gases, or slurries, providing constant, reliable flow at low operating cost.

Intermodal Transportation

Use of two or more transport modes in a single shipment to capitalize on each mode’s strengths.

Trailer-on-Flatcar (TOFC)

Intermodal method where truck trailers are loaded onto rail flatcars.

Real-Time Tracking (RTL)

Technology that provides continuous visibility of shipment location and status.

Public Warehouse

Third-party facility offering storage and handling services on a short-term or pay-per-use basis.

Private Warehouse

Company-owned facility dedicated to storing and distributing its own products.

Cross-Docking

Warehouse practice that transfers inbound shipments directly to outbound vehicles with minimal storage time.

Consolidation Warehouse

Facility that combines multiple small shipments into larger, more economical loads.

Cold Chain

Temperature-controlled supply chain for perishable products such as food or pharmaceuticals.

Risk Pooling

Inventory strategy that lowers safety stock by aggregating demand across locations.

Warehouse Location Strategy

Decision framework balancing cost, service level, taxes, and risk when choosing facility sites.

Lean Warehousing

Application of lean principles to eliminate waste and improve quality, speed, and sustainability in warehouses.

Third-Party Logistics (3PL)

External provider that performs logistics activities previously handled in-house.

Reverse Logistics

Process of moving goods from customers back to the supply chain for returns, repair, recycling, or disposal.

Customer Relationship Management (CRM)

Organizational strategy and technology for understanding, targeting, and retaining customers.

Market Segmentation

Dividing customers into groups with similar needs or behaviors for targeted marketing.

Permission Marketing

Promotion practice that seeks customer consent before sending messages.

Mobile Outreach

Use of smartphones and tablets to interact with customers anytime, anywhere.

Behavior Prediction

Analyzing past data to forecast future customer actions and preferences.

Customer Lifetime Value (CLV)

Present value of all profits expected from a customer over the entire relationship.

CRM System

Integrated software that aligns sales, marketing, and service data and processes.

Sales Force Automation (SFA)

CRM tool that streamlines and tracks sales activities, contacts, and pipelines.

Lead Management

Process of acquiring, scoring, nurturing, and converting prospects into customers.

Knowledge Management System

Repository that captures and shares customer and product knowledge for service and support.

Data Integration

Combining information from disparate sources to create a unified customer view.

Artificial Intelligence (AI) in CRM

Use of machine learning and analytics to personalize offers and automate service tasks.

Mobile CRM

Access to CRM functions through mobile devices for field and remote users.

Social CRM

Leveraging social media platforms to engage customers and gather feedback.

Service Operations

Activities that deliver intangible products involving high customer interaction.

Service Productivity

Measure of output versus input in services, complicated by customization and labor intensity.

Strategic Service Layout

Design of physical or virtual space to enhance flow, efficiency, and customer experience.

Queuing Theory

Mathematical study of waiting lines used to predict and manage customer wait times.

Reliability (Service Quality)

Ability to perform the promised service dependably and accurately.

Responsiveness (Service Quality)

Willingness to help customers promptly.

Assurance (Service Quality)

Employees’ knowledge, courtesy, and ability to instill trust and confidence.

Empathy (Service Quality)

Caring, individualized attention given to customers.

Tangibles (Service Quality)

Physical facilities, equipment, and appearance of personnel.

Demand Leveling

Smoothing service demand through pricing, promotions, or reservations to match capacity.

Capacity Planning

Determining the resources needed to meet service demand effectively.

Virtual Queuing

System that allows customers to wait remotely rather than in physical lines.

Franchising (Distribution Strategy)

Replicating a service business model through independent owner-operators under a brand.

Internet Service Delivery

Providing services entirely or partially through online platforms.

Supply Chain Process Integration

Alignment and synchronization of internal and external processes across the supply chain.

Silo Mentality

Attitude where departments focus on their own goals at the expense of cross-functional collaboration.

Bullwhip Effect

Amplification of demand variability as orders move upstream in the supply chain.

Collaborative Education

Joint training efforts among supply‐chain partners to build shared knowledge and trust.

Every Day Low Pricing (EDLP)

Consistent, stable pricing strategy that reduces promotional spikes and demand variability.

Supply Chain Visibility

Real-time access to data about inventory, shipments, and demand throughout the supply network.

Supply Chain Risk Management

Identification and mitigation of potential disruptions to supply‐chain operations.

Supply Chain Security

Measures to protect goods, information, and infrastructure from theft, terrorism, or sabotage.

Business Continuity Planning

Proactive planning to sustain operations during and after disruptive events.

Performance Metric

Quantitative measure used to assess how well objectives are being met.

Efficiency

Doing tasks with minimal resource consumption; input-focused performance.

Effectiveness

Achieving desired outcomes or goals; output-focused performance.

Balanced Scorecard

Framework that balances financial, customer, internal process, and learning metrics.

SCOR Model

Supply Chain Operations Reference model outlining Plan, Source, Make, Deliver, Return, and Enable processes for benchmarking.

Supply Chain Flexibility

Ability of a supply chain to respond quickly to volume or mix changes.

Order Fulfillment

End-to-end process of receiving, processing, and delivering customer orders accurately and on time.