ISTM Chapter 3
Transnational firms have no single national headquarters but instead have many regional headquarters and perhaps a world headquarters. What is the transnational strategy characterized by?
Nearly all the value-adding activities are managed from a global perspective without reference to national borders.
Based on the problems you have seen so far at GearOn, what type of CRM applications will be MOST helpful to the company?
Relationship Management and Customer Support Applications
In this video dramatization, Porter's competitive forces model is diagrammed. The force at the center of this model that is affected by the other forces is the _____.
intensity of rivalry within the industry
Based on the information provided in this video, Porter's competitive forces model is useful to analyze a business and identify its _____.
strategic position within its industry
What are the four generic information system strategies for dealing with competitive forces?
Low-cost leadership, product differentiation, focus on market niche, and strengthening customer and supplier intimacy
Six sigma is a specific measure of _________, representing ____________________.
quality; 3.4 defects per million opportunities
What enterprise system is the best choice for GearOn?
A CRM system
After you have examined how GearOn works, you think about the different types of processes it uses.
A. Workgroup Process - Trainers B. Enterprise Process - Member's fitness plan C. Inter-Enterprise Process - Acquisition of gym equipment
When is business process management (BPM) concluded?
BPM is never concluded
As explained in the video, which of the following can force a business and its competitors to compete on price?
Bargaining power of buyers
How will you encourage employees to adopt the new system?
Explain that the new system will make for happier customers, train employees and customers in how to use the system, and reward employees for adopting the new system.
What is the domestic exporter strategy characterized by?
Heavy centralization of corporate activities in the home country of origin
How can the check-in process best be improved?
Implement an automated system to notify trainers and counselors
According to the video dramatization, Walmart negotiates with manufacturers and wholesalers to keep their profit margins low so that Walmart can offer lower prices to its customers. Which of the following does this illustrate?
Strong bargaining power of buyers [Walmart is the buyer]
Walmart's decision to build fulfillment centers illustrates which force in Porter's competitive forces model?
Threat of new entrants
How can the information silos at GearOn best be resolved?
With an enterprise system that integrates member data
You are invited to a meeting with Kelly and the head of marketing, Cindy Herrera, to discuss the problems with GearOn. Cindy suggests that, to help retain membership, you offer current clients a lower price if they sign up for the next six months now
You say that you think the real problem is process issues and information silos, and nothing will improve unless these are addressed.
How will the CRM system with appropriate Customer Support and Relationship Management Applications help reduce information silos as well as fix data integrity problems within GearOn?
a CRM system will help reduce information silos because trainers, nutritionists, and coaches will have access to member data and will be quickly and efficiently alerted regarding customer needs.
Determining the inputs, outputs, and resources required, and documenting the sequence of activities in a process typically occur during the ________.
analysis of existing processes
For the sale of online used textbooks with many suppliers and low cost to switching to a different supplier, is an example of:
customers having a lot of power.
It has been shown that one of the best ways to reduce quality problems is to reduce _____________.
cycle time
