MISY Chapter 9

1. According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was: $280,000. $2.8 million. $28 million. $280 million. $2.8 billion.

$2.8 million.

1. According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, ERP projects took about ________ to complete. 1 month 6 months 12 months 16 months 24 months

16 months

1. According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from ________ to ________. 1000; 100 500; 50 250; 25 250; 4 100; 10

250; 4

1. Which of the following customer relationship management applications provides analysis of customer data? Operational CRM Analytical CRM Operational SCM Analytical SFA Operational PRM

Analytical CRM

1. Which of the following tools is used to analyzing customer buying patterns? CLTV Analytical CRM Operational CRM Demand planning. SFA

Analytical CRM

1. Data from which of the following is not used as an input by analytical CRM applications? Operational CRM systems Customer touch points Customer lists purchased from others CLTV Demographic data

CLTV

1. 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? Churn rate CLTV Cost per lead Cost per sale CRM rate

CLTV

1. From your reading of the Scott's Miracle-Gro case study, the company implemented SAP and JDA enterprise and supply chain planning systems to solve which of the following problems? Lack of brand recognition Lack of coordination among production facilities Poor supply chain visibility for management Shoddy record-keeping Coordination issues caused by the merger of Scott's and Miracle-Gro

Coordination issues caused by the merger of Scott's and Miracle-Gro

1. Which supply chain planning function determines how much product is needed to satisfy all customer demands? Distribution management Replenishment planning Demand planning Order planning Just-in-time planning

Demand planning

1. Which of the following refers to a company's organizations and processes for distributing and delivering products to its final customers? Supplier's internal supply chain External supply chain Upstream portion of the supply chain Downstream portion of the supply chain Value web

Downstream portion of the supply chain

1. ________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. SCM SFA ERM PRM SCP

ERM

1. 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? Process management software ERP systems Groupware Application software CRM software

ERP systems

1. CRM systems help businesses achieve which of the following business objectives? Enhanced customer intimacy Automated production forecasts Faster time to market with new products and services Enhanced supplier intimacy Automated accounting processes

Enhanced customer intimacy

1. Which of the following statements about enterprise applications is not true? Enterprise applications require organizational learning. Enterprise applications introduce "switching costs." Enterprise applications are based on organization-wide definitions of data. Enterprise applications are best implemented when few changes in business processes are required. Open source enterprise applications are attractive to companies because of their low cost.

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

1. Which of the following is not true about enterprise systems? Enterprise systems help firms respond rapidly to customer requests for information or products. Enterprise system data have standardized definitions and formats that are accepted by the entire organization. Enterprise software is expressly built to allow companies to mimic their unique business practices. Enterprise software includes analytical tools to evaluate overall organizational performance. Extensive customization of enterprise software may degrade system performance.

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

1. Which of the following is not true about global supply chains? Performance standards may vary from region to region. Global supply chains typically span greater time differences than domestic supply chains. Global supply chains typically have participants from a number of countries. Supply chain management for global supply chains may need to reflect cultural differences. Global supply chains are no different from domestic supply chains.

Global supply chains are no different from domestic supply chains.

1. Which of the following is not an example of inefficiencies in the supply chain? Parts shortages Underused plant capacity Excessive finished goods inventory High transportation costs High switching costs

High switching costs

1. Which of the following would not be considered a contact point? Email website Intranet Retail store Facebook

Intranet

1. Why isn't overstocking warehouses an effective solution for a problem of low availability? It does not speed product time to market. It is an inefficient use of raw materials. It increases sales costs. It increases production costs. It increases inventory costs.

It increases inventory costs.

1. According to the chapter case study, which of the following software vendors has enabled Scotts Miracle-Gro to develop consumer-driven demand planning? Oracle JDA Software SAP IBM Salesforce.com

JDA Software

1. Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? Returns management Lead management Channel promotions management Events management Campaign measurement

Lead management

1. Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? Groupware Web services Data dictionaries Middleware Configuration tables

Middleware

1. ________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. Operational Social Web-based Sales force Analytical

Operational

1. From your reading of the chapter's opening case, ACH Food Companies implemented new information systems in order to achieve which of the following objectives? Customer and supplier intimacy Operational excellence Survival Improved decision making New products and services

Operational excellence

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

PRM

1. ________ management is an important capability for customer service processes that is found in most major CRM software products. Returns Lead Account Events Field sales

Returns

1. ________ 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. PRM SFA ERM CLTV Just-in-time

SFA

1. Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? Safety stock Continuous replenishment Just-in-time strategies Demand planning Bullwhip effect

Safety stock

1. 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. Select the business processes you wish to automate. Map the company's business processes to the software's business processes. Map the software's business processes to the company's business processes. Rewrite the software to support the way the company's business processes work.

Select the functions of the system you wish to use.

1. The Warehouse Management System used by Haworth Incorporated is an example of which of the following? Supply chain planning system SFA module PRM module ERM module Supply chain execution system

Supply chain execution system

1. 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 demand system Supply chain delivery system Supply chain planning system Supply chain execution system Internal supply chain system

Supply chain execution system

1. 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 demand system Supply chain delivery system Supply chain planning system Supply chain execution system Internal supply chain system

Supply chain planning system

1. Concurrent supply chains are made possible by which technology? ERP systems The Internet Supply-chain management systems Just-in-time supply-chain technologies The mobile digital platform

The Internet

1. Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them? Supplier's internal supply chain External supply chain Upstream portion of the supply chain Downstream portion of the supply chain Value web

Upstream portion of the supply chain

1. Customer service modules in CRM systems provide tools for: assigning and managing customer service requests. capturing prospect and customer data. identifying profitable and unprofitable customers. managing sales prospect and contact information. sales quote generation.

assigning and managing customer service requests.

1. Marketing modules in CRM systems provide tools for all of the following except: assigning and managing customer service requests. capturing prospect and customer data. identifying profitable and unprofitable customers. qualifying leads. identifying opportunities for cross-selling.

assigning and managing customer service requests.

1. Enterprise software is built around thousands of predefined business processes that reflect: the firm's organization. industry benchmarks. best practices. cutting edge workflow analyses. government regulations.

best practices.

1. 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. network bullwhip ripple whirlpool just-in-time

bullwhip

1. Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application. ESS SAP on-demand business intelligence just-in-time

business intelligence

1. Operational CRM applications include tools for all of the following except: sales force automation. call center support. marketing automation. customer service support. calculating CLTV.

calculating CLTV.

1. In order to achieve maximum benefit from an enterprise software package, a business should: customize the software to match all of its business processes. use only the processes in the software that match its own processes. change the way it works to match the software's business processes. select only the software that best matches its existing business processes. choose a cloud-based ERP package.

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

1. The measurement of the number of customers who stop using or purchasing products or services from a company is called: switching costs. CRM rate. CLTV. switch rate. churn rate.

churn rate.

1. Selling a customer with a checking account a home improvement loan is an example of: operational CRM. direct marketing. cross-selling. cross-channel promotions. sales force automation.

cross-selling.

1. A build-to-order supply-chain model is also called a ________ model. supply-based demand-driven replenishment-driven push-based continuous delivery

demand-driven

1. Components or parts of finished products are referred to as: upstream materials. raw materials. secondary products. downstream materials. intermediate products.

downstream materials.

1. 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 ERP systems middleware legacy systems groupware

e-business suites

1. Supply chain execution systems provide all of the following functions except: generating demand forecasts for products. tracking the flow of finished goods. managing materials. managing warehouse operations. tracking financial information.

generating demand forecasts for products.

1. Which of the following is not an example of a next-generation enterprise application? Openbravo Social CRM SAP Business Suite Salesforce.com i2 Technologies

i2 Technologies

1. Supply chain planning systems: track the physical status of goods. identify the transportation mode to use for product delivery. track the financial information involving all parties. track the status of orders. track the management of materials.

identify the transportation mode to use for product delivery.

1. The business value of an effective supply-chain management system includes all of the following except: faster time to market. cost reduction. supply matched to demand. increased inventory levels. improved delivery service.

increased inventory levels.

1. 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 frictionless bullwhip safety-stock push-pull

just-in-time

1. SFA modules in CRM systems provide tools for all of the following except: team selling. territory management. sales forecasting. managing sales prospect and contact information. managing customer service requests.

managing customer service requests.

1. Customer relationship management systems typically provide software and online tools for sales, customer service, and: marketing. inventory management. demand forecasting tracking of the status of goods. warehouse and transportation operations.

marketing.

1. Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except: reduce requisition-to-pay cycle times. reduce accounts payable transaction processing. centralize financial activities. centralize procurement activities. obtain lower prices for raw materials.

obtain lower prices for raw materials.

1. Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. push; pull demand; continual upstream; downstream planning; execution external; internal

planning; execution

1. Manufacturing and production processes include all of the following except: procurement. materials requirement planning. quality control. transportation execution. product configuration.

product configuration.

1. A supply chain driven by actual customer orders or purchases follows a ________ model. pull-based build-to-stock push-based replenishment-driven continuous delivery

pull-based

1. The bullwhip effect can be countered by: globalization. disintermediation. implementing a CRM. reducing information uncertainty. implementing a just-in-time strategy.

reducing information uncertainty.

1. 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(n): distribution channel. supply chain. value chain. marketing channel. enterprise system.

supply chain.

1. A ________ is a method of interaction with a customer, such as telephone or customer service desk. point of presence touch point sales point client channel supply chain

touch point