MIS 352 Chapter 9

Which of the following tools is used to analyzing customer buying patterns?

Analytical CRM

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Configuration Tables

Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers?

Downstream portion of the supply chain

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

E-business suites

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

ERM

Which of the following is not true about enterprise systems?

Enterprise software is expressly built to allow companies to mimic their unique business practices.

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

Execution

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

PRM

Manufacturing and production processes include all of the following except:

Product configuration

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

SFA

Using social networking tools to converse with customers is called:

Social CRM

A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a/an:

Supply chain

Concurrent supply chains are made possible by which technology?

The Internet

Enterprise software is built around thousands of predefined business processes that reflect:

best practices

A build-to-order supply-chain model is also called a ________ model.

demand-driven

Supply chain execution systems provide all of the following functions except:

generating demand forecasts for products.

If manufacturers had perfect information, they could implement a:

just-in-time strategy.

SFA modules in CRM systems provide tools for all of the following except:

managing customer service requests.

A supply chain driven by actual customer orders or purchases follows a ________ model.

pull-based

The bullwhip effect can be countered by:

reducing information uncertainty.

Supply chain planning systems perform all of the following functions except:

track the physical status of goods

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.

web services

Which of the following provides a suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes?

ERP Systems

CRM systems help businesses achieve which of the following business objectives?

Enhanced customer intimacy

All CRM packages contain modules for PRM and ERM.

False

In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.

False

In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.

False

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

False

The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

False

Walmart is an example of a push-based model.

False

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?

Lead management

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Operational

Customer service modules in CRM systems provide tools for:

assigning and managing customer service requests.

Walmart's continuous replenishment system is an example of a ________ model.

pull-based

Supply chain execution systems provide all of the following functions except:

track the physical status of goods.

A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect.

Bullwhip

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

Business intelligence

Which of the following customer relationship management applications provides analysis of customer data?

Analytical CRM

Selling a customer with a checking account a home improvement loan is an example of:

Cross-selling

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

Customer Lifetime Value

The total time it takes to complete a business process, from start to finish, is called its _________ time.

Cycle

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

Demand planning

Which of the following statements about enterprise applications is not true?

Enterprise applications are best implemented when few changes in business processes are required.

The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.

False

The business value of an effective supply chain management system includes all of the following except:

Increased inventory levels

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve what problems?

Inefficient logistics

Why isn't overstocking warehouses an effective solution for a problem of low availability?

It increases inventory costs

Which of the following is not an example of next-generation enterprise applications?

JDA Software

A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy.

Just-in-time

Customer relationship management systems typically provide software and online tools for sales, customer service, and:

Marketing

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Raw materials

Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner?

Supply chain execution system

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Supply chain planning system

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Tough point

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

True

Before the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

True

CRM software can help organizations identify high-value customers for preferential treatments.

True

Churn rate is an important indicator of the growth or decline of a company's customer base.

True

Cross-selling is the marketing of complementary products to customers.

True

Enterprise applications are based on organization-wide definitions of data.

True

Enterprise applications introduce switching costs.

True

Enterprise systems include analytical tools.

True

Enterprise systems require fundamental changes in the way the business operates.

True

Extensive customization of enterprise software may degrade system performance.

True

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

True

Safety stock acts as a buffer for the lack of flexibility in the supply chain.

True

Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.

True

Total supply chain costs in some industries approach 75 percent of the total operating budget.

True

Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them?

Upstream portion of the supply chain

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

churn rate.

Components or parts of finished products are referred to as:

intermediate products

Which of the following would not be considered a contact point?

Intranet

The difference between push- and pull-based models is summarized by which of the following slogans?

Make what we sell, not sell what we make.

Major CRM products typically have all of the following service capabilities except:

Order management

From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors?

SAP

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Safety stock

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Select the functions of the system you wish to use.

An enterprise system can help reduce redundant business processes.

True

Supply chain management systems are a type of enterprise system.

True

Marketing modules in CRM systems provide tools for all of the following except:

assigning and managing customer service requests.

In order to achieve maximum benefit from an enterprise software package, a business should:

change the way it works to match the software's business processes.

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

obtain lower prices for raw materials

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

planning; execution

Operational CRM applications include tools for all of the following except:

Calculating CLTV

Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

True

SCM systems require multiple organizations to share information and business processes.

True