Domestic U.S. and Global Logistics, CRM, Services, Integration & Performance

Vocabulary flashcards covering transportation, warehousing, 3PL, sustainability, global logistics, CRM, service operations, supply chain integration, risk, and performance measurement topics from Chapter 9 study guide.

Motor Carrier

Truck transportation mode known for speed and door-to-door flexibility.

Rail Carrier

Transportation mode suited for heavy, long-distance bulk freight at lower cost.

Air Carrier

Fastest transportation mode, highest cost, ideal for high-value or perishable goods.

Water Carrier

Low-cost mode for very large, heavy, or international shipments; slow speed.

Pipeline

Transportation mode dedicated to liquids and gases; high fixed cost, low variable cost.

Intermodal Transportation

Use of two or more transport modes in a single move to exploit their respective advantages.

Common Carrier

Public transportation provider that must offer service to all shippers at published rates.

Contract Carrier

Transporter that serves specific shippers under individually negotiated agreements.

Exempt Carrier

Transport provider free from some economic regulations, often hauling agricultural goods.

Private Carrier

Firm’s own fleet used to move its own products, giving control but high capital cost.

Cost-of-Service Pricing

Freight rate based on carrier’s operating expenses plus profit margin.

Value-of-Service Pricing

Freight rate based on the cargo’s market value or ability to pay.

Negotiated Rate

Freight price determined through shipper–carrier bargaining, common post-deregulation.

TSA (Transportation Security Administration)

Agency overseeing U.S. transport security, including freight and passenger screening.

TWIC (Transportation Worker Identification Credential)

Credential granting secure access to maritime facilities for vetted workers.

PrePass

Electronic system allowing qualified trucks to bypass weigh stations, saving time.

Deregulation

Reduction of government control over transportation rates and services to spur competition.

Private Warehouse

Storage facility owned or leased by a firm for its exclusive use.

Public Warehouse

Third-party storage facility rented on a short-term or per-use basis.

Cold Chain Warehouse

Temperature-controlled storage supporting perishable products like food or pharma.

Cross-Docking

Warehouse practice of direct transfer from inbound to outbound trucks with minimal storage.

Breakbulk Service

Warehouse activity that splits large shipments into smaller, customer-specific lots.

Assembly Service

Warehouse function of light manufacturing or kitting to create finished goods sets.

Risk Pooling

Inventory strategy where more locations raise cost but improve service responsiveness.

Market-Based Location

Placing facilities near customers to reduce delivery time and cost.

Lean Warehousing

Applying waste-reduction practices like automation, cross-docking, and green initiatives.

Third-Party Logistics (3PL)

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

Weighted Factor Analysis

Scoring method to compare and select logistics modes or partners using criteria weights.

Freight Forwarder

Intermediary that arranges international shipments and consolidates freight for exporters.

Customs Broker

Licensed agent who clears goods through customs and ensures duty compliance.

NVOCC (Non-Vessel-Operating Common Carrier)

Firm that books ocean freight capacity and issues its own bills of lading without owning ships.

SmartWay

EPA program certifying carriers that reduce emissions and fuel use.

Transportation Management System (TMS)

Software optimizing carrier selection, routing, and freight payment.

Warehouse Management System (WMS)

Software controlling warehouse operations such as receiving, picking, and inventory.

Global Trade Management (GTM)

Software ensuring cross-border compliance, documentation, and duty optimization.

C-TPAT (Customs-Trade Partnership Against Terrorism)

Voluntary program where firms enhance supply chain security for faster U.S. clearance.

FAST Program

U.S.–Canada/Mexico initiative expediting low-risk commercial freight at borders.

Foreign-Trade Zone (FTZ)

Designated U.S. site where imported goods incur no duties until they leave the zone.

USMCA

United States–Mexico–Canada Agreement replacing NAFTA to modernize North American trade.

Reverse Logistics

Process of moving products from customers back to origin for returns, recycling, or disposal.

Green Reverse Logistics

Environmentally focused handling of returns to reduce waste and carbon footprint.

Customer Relationship Management (CRM)

Strategy and technology to manage customer interactions across the lifecycle for loyalty.

Customer Lifetime Value (CLV)

Present value of all future profits expected from a customer relationship.

Segmentation

Dividing customers into groups with similar characteristics to tailor marketing.

Permission Marketing

Obtaining customer consent before sending promotional messages to increase relevance.

Cross-Selling

Encouraging customers to buy complementary products to increase revenue per sale.

Defection Analysis

Studying why customers leave to improve retention strategies.

Event-Based Marketing

Triggering personalized offers when a specific customer action or life event occurs.

Clickstream Tracking

Analyzing customers’ online navigation to understand behavior and preferences.

Sales Force Automation (SFA)

CRM tool that streamlines sales tasks like contact management and opportunity tracking.

Seven Rs of Customer Service

Delivering the right product, quantity, condition, place, time, customer, and cost.

Virtual Queuing

Call center technique allowing customers to keep their place without waiting on hold.

CRM Implementation Plan

Roadmap aligning CRM goals, budgets, timelines, and stakeholder responsibilities.

AI in CRM

Use of artificial intelligence to automate tasks and provide predictive customer insights.

Mobile CRM

Access to CRM functionalities via smartphones or tablets for remote workforce.

Service Response Logistics (SRL)

Coordinating capacity, wait times, distribution, and quality in service supply chains.

Baumol’s Disease

Low productivity growth in services due to their labor-intensive nature.

Explicit Service

Observable, tangible portion of a service offering (e.g., haircut quality).

Implicit Service

Psychological benefits or feelings associated with a service (e.g., comfort, status).

Service Layout

Facility design aimed at minimizing travel distance and enhancing customer experience.

Queue Balking

Customer decides not to enter a queue because it looks too long.

Queue Reneging

Customer leaves a queue after entering due to excessive wait time.

Poisson Arrival

Statistical assumption that customer arrivals are random but with a known average rate.

Satisfaction Formula

Customer Satisfaction = Perception – Expectation (or ≥ to delight).

Edutainment

Combining education and entertainment to enhance customer engagement online.

Reliability (Service Quality)

Ability to perform promised service dependably and accurately.

Assurance (Service Quality)

Employees’ knowledge and courtesy inspiring trust and confidence.

Process Integration

Strategic sharing of information and resources among supply chain partners.

Bullwhip Effect

Demand variability amplification as orders move up the supply chain.

Vendor-Managed Inventory (VMI)

Supplier monitors and replenishes buyer’s inventory based on real-time data.

Everyday Low Pricing (EDLP)

Stable pricing strategy to reduce demand spikes and inventory distortions.

Supply Chain Risk Management

Identifying and mitigating potential disruptions to supply chain continuity.

C-TPAT Compliance

Adhering to U.S. customs security guidelines to secure global supply chains.

Supply Chain Resilience Testing

Proactive drills and simulations to gauge recovery capability from disruptions.

Balanced Scorecard (BSC)

Framework measuring performance from financial, customer, internal, and learning perspectives.

SCOR Model

Standardized model categorizing supply chain processes: Plan, Source, Make, Deliver, Return, Enable.

Cash-to-Cash Cycle Time

Days between paying for materials and receiving payment from customers.

Triple Bottom Line

Measuring organizational success by People, Planet, and Profit outcomes.

ISO Certification

International standards approval demonstrating quality or environmental management compliance.

Lead Management

Sales process of capturing, tracking, and converting potential customers.

Knowledge Management System

Repository enabling service and sales staff to access information for problem resolution.

Part-Time Labor Strategy

Using part-time employees to match variable service demand cost-effectively.

Cross-Training

Teaching employees multiple tasks to increase flexibility and capacity utilization.

Level Capacity Strategy

Keeping service capacity constant regardless of demand fluctuations.

Chase Demand Strategy

Adjusting capacity to exactly meet current demand, minimizing wait but raising cost.

Microfranchising

Small-scale, easily replicable service outlets used for rapid global expansion.

Silo Mentality

Departments focusing on local objectives at the expense of overall supply chain goals.

Visibility

Ability to track inventory and information throughout the supply chain in real time.

Weighted Performance Metrics

Combining strategic and tactical KPIs to evaluate supply chain effectiveness.

World-Class Performance System

Integrated measurement framework aligning strategy, operations, and continuous improvement.

Gap Analysis

Comparing current performance with benchmarks to identify improvement areas.

Green Certification

Official recognition that operations meet environmental sustainability standards.

Cross-Functional Team

Group from multiple departments collaborating on integration initiatives.