Ch 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications -Dynamic Study Module

A(n) __________ is an integrated suite of business applications for virtually every department, process, and industry, allowing companies to integrate information across operations on a company-wide basis using one large database. A. enterprise system B. supply chain execution system C. employee relationship management system D. partner relationship management system

A

Blueberry Inc. is a candy making company in Texas. The company's IT department implemented new SAP ERP enterprise software within the company. Which of the following will best support the company in reaping maximum benefits from the new enterprise software? A. The company changing the way it works to conform to the business processes defined by the software B. The company rewriting the entire SAP ERP enterprise software to support the way its business processes work C. The company introducing the bullwhip effect in every stage of its supply chain network D. The company avoiding the utilization of just-in-time inventory management in its business processes

A

Kmart had trouble getting products to store shelves when it first implemented i2 Technologies supply chain management software. The i2 software did not work well with Kmart's promotion-driven business model, which created sharp downward spikes in demand for products. The scenario illustrates which of the following? A. Enterprise applications require not only deep-seated technological changes but also fundamental changes to the way the business operates. B. When a new enterprise application is implemented, employees can expect continuity in their job functions and responsibilities. C. Companies need not make sweeping changes to their business processes to work with the software. D. Hardly any businesses experience operating problems and losses when they first implement enterprise applications because implementation is fairly straightforward.

A

The upstream portion of an organization's supply chain includes the company's __________. A. suppliers B. customers C. delivery of products to customers D. follow-up customer service after a product is delivered

A

Tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes are called __________. A. social CRM B. business intelligence tools C. supply chain planning systems D. supply chain execution systems

A

Which of the following best describes social CRM? A. Social CRM are tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes. B. Social CRM manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. C. Social CRM enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans. D. Social CRM are tools for flexible reporting, ad hoc analysis, interactive dashboards, what-if scenario analysis, and data visualization.

A

Which of the following best describes supply chain execution systems? A. Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. B. Supply chain planning systems illustrate a phenomenon in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain. C. Supply chain planning systems are scheduling systems 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. D. Supply chain planning systems enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans.

A

Which of the following best describes supply chain planning systems? A. Supply chain planning systems enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans. B. Supply chain planning systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. C. Supply chain planning systems illustrate a phenomenon in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain. D. Supply chain planning systems are scheduling systems 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.

A

Which of the following statements about supply chain management systems is true? A. Supply chain management (SCM) systems automate the flow of information among members of the supply chain so they can use it to make better decisions about when and how much to purchase, produce, or ship. B. Improved communication among supply chain members sometimes impedes efficient customer response and movement toward a demand-driven model due to a communications overload. C. More accurate information from supply chain management systems increases uncertainty and the impact from the bullwhip effect. D. Internet technology complicates the management of global supply chains by providing connectivity for organizations in different countries, which can confuse supply chain information.

A

Which of the following statements about the implementation of enterprise applications is true? A. Enterprise applications require not only deep-seated technological changes but also fundamental changes to the way the business operates. B. When a new enterprise application is implemented, employees can expect continuity in their job functions and responsibilities. C. Hardly any businesses experience operating problems and losses when they first implement enterprise applications because implementation is fairly straightforward. D. Companies need not make sweeping changes to their business processes to work with the software.

A

Which of the following statements about the time and cost of implementing enterprise applications is true? A. Enterprise applications involve complex pieces of software that are very expensive to purchase and implement. B. A large Fortune 500 company can complete a large-scale implementation of an enterprise system quickly due to a larger workforce and a bigger budget. C. Because of the widespread availability of open-source software, implementing enterprise applications is fairly inexpensive. D. Changes in project scope and additional customization work do not add implementation delays and costs.

A

Which of the following statements is true of an enterprise system? A. It provides a central information repository common to all corporate users. B. It can prove problematic when information from multiple departmental systems is required to support decision making within an organization. C. It is also referred to as a legacy system. D. It is introduced to bring about a bullwhip effect on an organization's supply chain.

A

Which of the following best describes operational CRM? A. A system for analyzing customer behavior and perceptions in order to provide business intelligence B. A system for automating fundamental business processes like marketing, sales, and support for interacting with the customer C. A system for analyzing quality, price, and overall satisfaction in order to provide business intelligence D. A system for providing effective and efficient communication with the customer from the entire organization

B

With regard to the primary components of a comprehensive CRM, a system for automating fundamental business processes like marketing, sales, and support for interacting with the customer is called __________. A. predictive CRM B. operational CRM C. collaborative CRM D. analytical CRM

B

__________ deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training. A. Manufacturing planning applications B. Employee relationship management C. Partner relationship management D. Enterprise marketing management

B

In a(n) __________ supply chain model, actual customer orders or purchases trigger events in the supply chain. Transactions produce and deliver only what customers have ordered and move up the supply chain from retailers to distributors to manufacturers and eventually to suppliers. A. equilibrium B. push-based C. pull-based D. supply-based

C

Matrix Inc. is a software company in California. The company recently set up an enterprise system to support its business activities. Which of the following would typically be a consequence of the company setting up an enterprise system? A. The introduction of the bullwhip effect within the company's supply chain B. An increase in storage costs C. Help firms respond rapidly to customer requests for information D. The isolation of information between every department within the company

C

Which of the following best describes supply chain execution systems? A. Supply chain planning systems illustrate a phenomenon in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain. B. Supply chain planning systems enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans. C. Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. D. Supply chain planning systems are scheduling systems 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.

C

__________ deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training. A. Manufacturing planning applications B. Enterprise marketing management C. Employee relationship management D. Partner relationship management

C

BlueBerry Inc. is a candy manufacturing company in New York City. The company sells its products to its customers through distributors and retailers. Which of the following comprehensive CRM packages will best assist the company in enhancing its collaboration with the distributors and retailers? A. Manufacturing planning applications B. Employee relationship management C. Enterprise marketing management D. Partner relationship management

D

Which of the following is NOT considered a next-generation enterprise application? A. Open source and on-demand solutions B. Functionality on mobile platforms C. Cloud-based enterprise applications D. Employee relationship management systems

D

Which of the following is a method of interaction with the customer, such as telephone, email, customer service desk, conventional mail, Facebook, Twitter, website, wireless device, or retail store? A. Routing B. Trigger point C. Bait-and-switch D. Touch point

D

Which of the following is true of the effects of customer relationship management systems on organizations? A. Reduced sales revenue B. Increased customer churn C. Increased costs for customer acquisition and retention D. Reduced direct-marketing costs

D

__________ is a phenomenon in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain. A. Supply chain planning system B. JIT strategy C. The cowboy effect D. The bullwhip effect

D

Just-in-time strategies are difficult to implement because of __________.

inefficiencies