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CIM 370 Final
CIM 370 Midterm
| Term | Definition |
|---|---|
| 1. List 5 service goals the dispatcher should adhere to (5 pts) | Answer within 3 rings, Don’t put the customer on hold once the phone is answered, Strive to recognize the customer’s voice and needs, Always tell the truth to the customer so they can know your plan, Call the customer early if you are going to be late |
| 2. What number does the author consider standard foe truck utilization in the US? | 65% |
| 3. Which KPI is the best measurement of delivery efficiency? | Units delivered per hour invested otherwise known as cubic yards/hour |
| 4. List 5 impediments to dispatchers achieving their goals (5 pts) | 1. Growing orders 2. Short notice orders 3. Poor job site conditions 4. Heavy traffic 5. breakdowns |
| 5. List 5 personality traits of a successful dispatcher (5 pts) | 1. Good listener 2. Planner 3. Logical 4. Creative 5. decisive |
| list the pros and cons of plant dispatch | ad: least amount of investment in equipment, the batch man can dispatch reducing labor costs: dis: often leads to burnout of the dispatcher/batch man, customer may have to make several calls to get the desired informat |
| list the pros and cons of central dispatch | Ad: one # for the customer to remember, only one phone call needs to be made for the customer to get all the details disad: will not like it at first/sees the dispatcher as an interference, not being at the plant may cause a delay in communication |
| 1. Explain why the position of order taker is so critical to the success of the company? ( 5pts) | The order taker is the company’s main contact with the customer, aside from the drivers. Order takers are the key to a successful delivery; a poorly taken order can start the domino effect of an unhappy customer. |
| 2. List 5 questions that must be answered when taking an order (5 pts) | 1. Customer's name and account 2. Delivery address/directions 3. Quantity ordered 4. Mix requirement 5. Time desired on job |
| 3. How would the order taking script for a COD customer differ from that of an account customer? | be up-front about the bill and all of the costs that may come up. Make sure to bring up any weather conditions that may affect the performance of the concrete. Also company policies—ie, standby time, weight of truck, jobsite liabilities, etc) |
| 4. Within how many rings should a phone be answered? | 3 rings |
| 5. 6. Discuss the benefits of direct order entry ( 5 pts) | One major benefit of direct order entry is that the system is always up to date. You can also immediately determine the customer's credit before they are off the phone. |
| 7. Discuss proactive methods for secreting an order that you cannot service in the time frame the customer requests ( 3 pts) | Take a few extra seconds to search for trucks and make sure the customer knows you are looking to fit them in, even if you know you can’t. offer options- day, time, number of trucks, etc |
| 8. Discuss proactive methods for dealing with an angry customer ( 3 pts) | ensure that they are calm and willing to work with you to solve the problem at hand, empathizing and agreeing with the customer. Do not take blame or offer an explanation for a problem. You need to find out what the customer wants or an alternative |
| 1. Which categories of truck time can dispatchers’ control? Which can they not control? (5 pts) | In their control – non-productive time Out of their control – loading, travel, unloading times |
| 2. Which truck time components make up a round trip? ( 5 pts) | Loading time, slump check, one-way travel, waiting, mins unloading, chute wash, return time |
| 3. What is the average order size in North America? | 18 cubic yards |
| 4. Describe strategies for getting your most important customer orders in the system first ( 10 pts) | most important customers account for only about 5% of your total customer base, ask if they have a schedule for the season of some of their larger jobs or to call them every few days to be proactive about organizing your trucks for the week. |
| 5. List two common scheduling problems and strategies to mitigate them ( 5 pts) | schedule moves across the day like a wave–enter correct data, determine a reasonable schedule, try to get customers to go at different times: on time for the first round but am late after–reevaluate first round, some orders are close to first round |
| modern scales have four-point load cell systems | true |
| water can be batched by ___ and ___ | weight and volume |
| the plant operator does not need to inspect the admix equipment, as it is not owned by the ready-mix company | false |
| conveyor belts are adjusted by moving the head to the tail pulleys | false |
| Per ASTM C94, a specification that called for a 4500-psi mix design with 611 lbs of cement would be classified as which ordering option | hybrid |
| 3 goals of a ready-mix dispatcher | keep hapy customers, keep the company making money, effective and efficient planning |
| what issues could arise if sales people take ready mix orders instaed of the dispatchers | not all the information collected in one call, make promises that the company can't keep, details could be missed |
| according to the book, what is the greatest impediment to good customer service | the other customers(terrorist customers) |
Created by:
Grace.Jensen