APICS Certified Supply Chain Professional (CSCP) — Question 411

Which of the following statements regarding customer service is true?

Answer options

• A. A commitment of logistics is to provide best customer service regardless of cost.
• B. All customers require fast delivery even if it means increased total cost.
• C. One of the attributes of service reliability may mean that shipments arrive damage-free.
• D. A basic customer service commitment must include taking a total zero-defect approach for all customers.

Correct answer: C

Explanation

The correct answer is C because service reliability includes ensuring that shipments arrive without damage, which is a key aspect of customer satisfaction. Option A is incorrect as the commitment to customer service may involve cost considerations. Option B is wrong because not all customers prioritize fast delivery over cost. Option D is misleading since a zero-defect approach may not be feasible for all customers.