Ch. 9 MINF 3650

Video Questions

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In the​ video, _____ is described as a set of integrated software modules that support nearly all of an​ organization's business processes. A. ERP B. CRM C. groupware D. process management software E. application software

A. ERP

With regard to ERP​ implementation, which of the following is​ FALSE? A. Firms immediately see operating efficiencies and associated profits when first implementing an ERP application. B. With supply chain​ ERP, many companies need to update software so there is cohesive integration. C. Expenses can be minimized by keeping customization to a minimum. D. Along with most ERP​ implementations, businesses have to have a corresponding business process redesign. E. It is important to understand the business well when doing an ERP implementation.

A. Firms immediately see operating efficiencies and associated profits when first implementing an ERP application.

Enterprise systems have a set of integrated software modules and​ a(n) _______________ by which business processes and functional areas throughout the company can​ ________ data. A. central​ database; share B. intranet; secure C. localized​ database; share D. cloud-based network; collect E. central​ database; encrypt

A. central​ database; share

The​ ________ measures the number of customers who stop purchasing products or using a​ firm's services. A. churn rate B. customer return ratio C. retention ratio D. cycle time E. burn rate

A. churn rate

Using parts of CRM software to help maximize efficiencies with selling partners relates to which of the​ following? A. Employee relationship management B. Partner relationship management C. Spreadsheet development D. MySQL systems E. Sales force automation

B. Partner relationship management

Connecting customer conversations in social media​ sites, such as​ Twitter, to CRM processes is called​ ____________. A. CRM Engage B. Social CRM C. Employee relationship management D. Partner relationship management E. Twitter CRM

B. Social CRM

The business processes supported by enterprise systems most closely related to financial statements and reporting include​ _________________. A. sales and marketing processes B. financial and accounting processes C. human resources processes D. instructional technology processes E. manufacturing and production processes

B. financial and accounting processes

Analytical CRM applications are based on data from​ _____________________. A. data warehouses B. operational CRM systems C. social media D. general ledger entries E. purchased data

B. operational CRM systems

​_________________ tracks and coordinates the flow of products through distribution centers and warehouses and maintains associated financial information. A. Logistics software B. Materials planning C. A supply chain execution system D. A​ client/server system E. A touch point

C. A supply chain execution system

Which of the following occurs when information about product demand gets distorted as it passes from one entity to the next across the supply​ chain? A. Entity warping B. Information distortion C. Bullwhip effect D. Demand distortion E. Entity demand effect

C. Bullwhip effect

Which of the following would LEAST likely be a process supported by a​ firm's enterprise​ system? A. Manufacturing and production processes B. Human resources processes C. Instructional technology processes D. Sales and marketing processes E. Financial and accounting processes

C. Instructional technology processes

Which of the following adds complexity to implementing enterprise applications because firms become very dependent on chosen​ vendors? A. Cycle times B. Retention ratio C. Switching costs D. Open source updates E. Churn rates

C. Switching costs

The phenomenon of perceived demand that changes as it passes across the supply chain is called the​ ________________ effect. A. marketing B. optic lensing C. bullwhip D. supplier network E. supply chain

C. bullwhip

Customer relationship management typically focuses on three key elements of the customer​ relationship: ________. A. call​ centers, Web​ self-service, and direct customer support B. demographics, repeat​ business, and​ after-sales service C. marketing, sales, and service D. prospects, marketing, and sales E. sales, service, and warranties

C. marketing, sales, and service

The current average cost of an ERP project is​ ______________. A. $1 million B. $38 million C. $380 thousand D. $3.8 million E. $380 million

D. $3.8 million

In the​ video, the company is implementing an ERP system to achieve which business​ objective? A. Globalize operations B. Implement​ just-in-time manufacturing C. Automate business processes D. Improve decision making E. Survive in the marketplace

D. Improve decision making

Enterprise systems provide value and help managers make better decisions by doing which of the​ following? A. Diminishing operational efficiency and providing firmwide data B. Increasing operational efficiency and providing a secure network C. Increasing profitability and providing​ decision-support systems D. Increasing operational efficiency and providing firmwide information E. Decreasing margins and providing​ decision-support systems

D. Increasing operational efficiency and providing firmwide information

A​ just-in-time strategy means which of the​ following? A. Shipments are coordinated so that products are delivered at the last minute. B. A product is not made until it has been​ ordered, so that it can be customized for the client or customer. C. A schedule is developed to update and maintain information systems before they become obsolete. D. Raw materials arrive exactly when needed to be transformed into​ products, which are shipped as soon as completed. E. Bill paying is delayed until just prior to when a late fee is​ applied, so the company can use its own money as long as possible.

D. Raw materials arrive exactly when needed to be transformed into​ products, which are shipped as soon as completed.

Using a software product like SAP to help determine​ customers' demand for a​ company's products is called​ ____________ planning. A. strategic B. analytics C. equilibrium D. demand E. supply

D. demand

Identifying the most profitable customers would utilize the​ _____________ function of a CRM system. A. MySQL B. partner relationship management C. employee relationship management D. sales force automation E. spreadsheet

D. sales force automation

Procuring materials and refining those materials into finished projects to distribute to retail outlets are activities handled by a​ firm's ________________. A. supplier network B. distribution network C. supply company D. supply chain E. marketing department

D. supply chain

Interactions are critical when working to improve customer relations. Specific interactions with customers are called​ ____________. A. isolation points B. push points C. instructional technology D. touch points E. SQL

D. touch points

ERP implementations can be very​ expensive, averaging approximately​ _____. A. $7 million B. $5 million C. $500,000 D. ​$3.8 million E. $9.5 million

D. ​$3.8 million

In this video​ dramatization, which component of an ERP system that consolidates data from​ sales, marketing, and service departments is​ described? A. Customer support system​ (CSS) B. Customer service management​ (CSM) C. Sales planning and forecasting​ (SPF) D. Sales and marketing management​ (SMM) E. Customer relationship management​ (CRM)

E. Customer relationship management​ (CRM)

Which statement about ERP systems is​ FALSE? A. ERP systems help firms respond quickly to​ customers' needs. B. A​ firm's headquarters can get​ up-to-the-minute data on​ sales, inventory, and production through an ERP. C. An ERP system standardizes the database so performance measures are comparable across the firm. D. Companies often change their business processes to match the ERP​ system's business processes. E. ERP systems collect and organize firmwide data that must be passed to other applications for executive decision making.

E. ERP systems collect and organize firmwide data that must be passed to other applications for executive decision making.

According to this​ video, which of the following statements is true regarding enterprise resource planning​ systems? A. Enterprise resource planning systems create data duplication among departments. B. Enterprise resource planning systems are easy to change. C. Enterprise resource planning systems can be operated without training. D. Enterprise resource planning systems use and store data across separate databases. E. Enterprise resource planning systems integrate data with a centralized database.

E. Enterprise resource planning systems integrate data with a centralized database.

​______________ are supported by enterprise systems that include procurement and inventory management. A. Human resource processes B. Instructional technology processes C. Sales and marketing processes D. Financial and accounting processes E. Manufacturing and production processes

E. Manufacturing and production processes

As explained in the​ video, _____ processes support activities in multiple departments and span an organization. A. functional B. strategic C. global D. middleware E. enterprise

E. enterprise

ERP implementations introduce​ _____, which are large expenses associated with jumping from one vendor to another when implementing an ERP system. A. legacy costs B. chargeback expenses C. upgrade expenses D. integration costs E. switching costs

E. switching costs