EBusiness RRC Part 3 Chapter 7-10
____ is an automated tool that can help users find products or information throughout a site and can contribute to up-selling and cross-selling of products.
An intelligent agent
_____ are technologies that enable the reporting and analysis of data at the client or user end of the process.
BI solutions
___ in an ebusiness context is the use of technology to establish, develop, maintain, and optimize relationships with customers by focusing on the understanding of customers' needs and desires.
CRM
Which of the following statements regarding CRM and BI is true?
CRM is just one application within a BI system.
During CRM implementations, education will be required for both technology training and _____.
CRM-focused learning
_____is the process of encouraging customers to purchase complementary or additional products or services from the firm.
Cross-selling
Which of the following statements regarding data analysis is TRUE?
Data will not be turned into relevant information without the application of logic to identify key areas of concern.
______ is an excellent example of a company that has been able to maximize the efficiency of its supply chain to allow for cost reductions, reduced inventories, increased speed of delivery, and customized products.
Dell Computers
_____ is a change in the supply chain where the provider and consumer interact directly with each other, thereby eliminating the need for an intermediary.
Disintermediation
____ auctions use a descending price format whereby the auctioneer begins with a high price, and buyers can bid on specific quantities of inventory as the price falls.
Dutch
A PO could be transmitted through an eprocurement system using ALL BUT which one of the following?
ERP
Eprocurement systems can automate the receiving and accounting functions of the purchasing organization if it is integrated with the company's _____ system.
ERP
The ____ system is the cornerstone source for data on the internal side of the business. For example, all current information related to the customer should be up to date within the system.
ERP
______ technologies are technologies that allow BI applications to interact and perform tasks within the core technologies, such as the data warehouse.
Enabling
In a(n) _____ auction the bidding occurs through an ascending price process when buyers gather in a common location (physical or digital) during specified periods of time.
English
Online auctions in the C2C segment are most frequently ______.
English auctions
_____ can be defined broadly as the complete business process of acquiring goods through electronic means, from requisition through to fulfillment and payment.
Eprocurement
Which of the following statements regarding CRM goals is TRUE?
Goals for CRM in the marketing area are extensive and often overlap with other areas.
_______ exchanges are those that target business across numerous industries, such as an office supplies exchange.
Horizontal
____ are synonyms for a trading exchange.
Hub, Ehub, and consortium
Communicating information to users and partners on a timely basis is critical in facilitating decision-making at key points in the process. _____ tools exist that integrate closely with BI applications to carry out this function.
Information dissemination
_____ is the difficulty faced by the member companies of a trading exchange who are working with dozens of back-end systems.
Integration
In the early years of eprocurement, it was primarily used for the purchase of ___.
MRO items
______ is the unauthorized purchase of goods by employees through non-routine and poorly controlled means, such as acquiring office supplies with petty cash.
Maverick buying
_____ is software that serves to link together or communicate between two separate and different programs.
Middleware
A(n) ______ is a program that facilitates and manages transaction-oriented applications, typically for data entry and retrieval transactions across a network.
OLTP
____ is a program that facilitates and manages transaction-oriented applications.
OLTP
_____ is a set of processes for delivering a product to the customer.
Order fulfillment
______ exchanges have not had tremendous success in the B2B market, as enterprises have had difficulty integrating their ERP/ EDI systems with the exchanges, especially since the enterprise would have to implement the integration itself.
Public
______ is defined as "fundamental rethinking and radical redesign" of existing processes and is therefore a large undertaking.
Reengineering
In order for customers to retrieve information regarding product availability and expected delivery dates, the CRM system must be interfaced with the _____ system.
SCM
The process of simplifying sales in the field and the integration of sales activity into the corporate information structure is known as ____.
SFA
______ involves relatively minor changes or "tweaking" of existing business processes to facilitate changes occurring in the business.
Streamlining
Which of the following statements regarding eprocurement is TRUE?
The benefits of eprocurement are broad in scope and will vary by organization.
_____ initiates the order in an internet-enabled supply chain.
The customer
Which of the following statements regarding eprocurement is TRUE?
The eprocurement process will vary somewhat from organization to organization
ERP vendors recognized the weaknesses of their systems for business analysis and _____.
introduced their own BI applications to enhance their ERP systems
Dell's focus on providing suppliers with key information to better facilitate planning was an example of ________.
inventory reduction
In an organization that operates globally, the ERP system ____.
is processing transactions continuously
When members of a supply chain share common information and work in concert to reduce inventories while meeting customer demands and maximizing order fill-rates, they are working toward ________.
just-in-time inventory management
When eprocurement began, it was primarily used for the purchase of office supplies and _______ items.
maintenance, repair, and operating
Incoming email is sorted, qualified, and redirected by email _____ systems.
management
____ exchanges are those that target business within a specific industry throughout the supply chain, such as a health care industry exchange.
Vertical
An internet telephony protocol that relays voice signals across the internet is known as ____.
VoIP
A data warehouse needs to be designed with reasonable security controls over data access to prevent ___.
misuse of data
What were the two most significant savings from Ford's reengineering of its accounting department in the 1990s?
money and time
Sending a large volume of general-interest emails will likely result in _____________.
negative attitudes by customers
The _______ design of a company has a substantial impact on performance in the BI environment as well as on transactional or ERP applications.
networking
Feedback and discussion of the process redesign will allow employees to provide input into the process and will ____.
often result in suggested improvements that better the overall implementation
CRM system data can be captured from three primary sources. They are ____.
online, offline, and data sources
The use of KPIs and/or scorecards for _______require the capture of large volumes of data.
performance measurement and analysis
Logistics is the process of _____, implementing, and controlling the efficient and effective storage of goods, services, and information from point of origin to point of consumption.
planning
Needs analysis, software selection, project responsibilities, and project timelines are activities of the _______ phase of CRM adoption and implementation.
planning
The ____ phase of BI implementation must first focus on establishing reasonable goals for the project and aligning BI goals with corporate goals and strategy.
planning
The internet provides individuals the ability to easily compare prices and gather product information. As it relates to SCM, this defines _______.
price sensitivity
A ______ exchange is a trading exchange that limits participation to specific buyers and sellers-normally related to the exchange provider's supply chain.
private
To develop customer relationships, it is necessary to capture, process, and share information _____.
across the enterprise
CRM-focused learning sessions should be provided to ___.
all employees who will interact with customers
By mailing in a completed warranty card for your new LCD TV, you have provided the company with data from _______.
an offline source
The _____ stage of CRM implementation comes once the implementation has reached a stage where data are collected and the CRM application can begin to provide useful information.
analysis
In a(n) _____ supply-chain system, the customer initiates production by requesting and ordering a product.
pull
In the eprocurement process, the approval of a requisition will result in the generation of a _____.
purchase order
The ____ system is a supply-chain model in which suppliers produce goods based upon their efficiencies and push them to customers, rather than relying on demand to determine production
push
When eprocurement began, it was primarily used for the purchase of MRO items. Later, eprocurement expanded into production-related goods such as _______.
raw materials
Suppliers join trading exchanges for two primary reasons: they are looking to make current customer relationships more efficient, or they seek to ____.
reach new customers
Vendor managed inventory is an example of what type of partnership strategy?
realignment
BI provides managers an opportunity to ______.
reduce delays in decision processes
Business intelligence is used by a business ____.
any time an organization wishes to better understand its data to improve decision-making
C-commerce is best defined as the ___.
application of technology to allow trading partners to synchronize and optimize their partnerships
At what stage of a BI implementation is the design of the system for intelligence applications revised into achievable project requirements?
architecture design
Database design is determined at what stage of the BI implementation?
architecture design
Business process change can occur at 3 major levels: streamlining, _____, or organizational change.
reengineering
Companies such as Apple, Netflix, Amazon, and Expedia are the pioneers of ______.
reintermediation
The most common format for online auctions in the B2B segment is the ______.
reverse auction
If a customer wanted to return a purchased item, this would be facilitated through the _____ process.
reverse logistics
In the ____ area, CRM strategies aim to increase efficiency, improve customer interaction and service, and simplify the process.
sales
Construction contracts often go through a(n) _______ process, as the buyer will consider capabilities, product quality, timelines, and past experience of the contractor before awarding the contract.
sealed-bid
Which of the following auction types would be most likely to require human intervention at the bid evaluation stage?
sealed-bid
Some of the activities a business can perform on a trading exchange are _____.
selling, advertising, and buying products
Customers are becoming increasingly sensitive to price, and _____ sites have had a big impact on pricing as well.
auctioning
Chat technologies are being used by businesses to ____.
augment or replace toll-free number service functions
The environment that supports analysis of data from any source, internal or external, for making operating, tactical, or strategic business decisions is known as ____.
business intelligence
The ______ include(s) technologies and solutions that enable the transformation of data into valuable information for management.
business intelligence architecture
As a CRM implementation moves forward, _____ are likely to change.
business processes
At the _____ stage of the auction process, participants may be evaluated to ensure they meet the standards they have claimed.
buyer and seller registration
In online auctions, the auction initiator is the _____.
buyer or seller
What can large organizations with established management structures and supply-chain expertise do to develop top-performing fulfillment systems?
capitalize on existing technological structures and data from their ERP system
A business begins to capitalize on its investment at the _____ stage of CRM implementation.
change implementation
At the _____ stage of the auction process, a contract is finalized and payment is executed.
settlement
Extraction applications are designed to _________.
simplify the process of gathering data from an SAP ERP system
Given that database design will be closely tied to the vendor applications chosen, it must be carried out in concert with _____ and consultant recommendations.
software selection
Supply-chain management, eprocurement, and customer relationship management all require that data and information be shared among members of the entire supply chain. This function is ______.
collaboration
The use of external data sources _____ the process of data integration.
complicates
BI systems enable improved collaboration between members of an organization, which can lead to ____.
consistent decision-making
Order processing includes which of the following activities?
determining inventory availability
Service departments and CSRs have the capability, through the use of technology, to become effective sales contacts by ____.
developing an enhanced understanding of customer needs
A simple BI architecture can help businesses monitor ___.
different functions at the same time
Despite the efficiencies of sending electronic documents through EDI, many firms were unable to drastically improve performance due to _______.
difficulties in setting standards for the EDI format across many supply-chain members
Given that we are in an age of lawsuits and expensive legal battles, it is wise, as with other business functions, to take _______ into account in supply-chain planning.
dispute resolution
The relationship of trust can be created more quickly if discussions centre on realignment, service-level agreements, performance measurement, ______ and security.
dispute resolution
Information predominantly flows ______ in a traditional supply chain.
downstream
The supply chain includes upstream, internal, and ____ components, all of which need to be effectively managed.
downstream
The adoption of HTML or web interfaces by many BI system vendors has been important for which critical success factor?
ease of use
In the eprocurement process, once there has been an identification of need and a selection process, an _____ is created.
electronic requisition
The use of centralized databases to enable companies to make decisions in real-time is referred to as ______.
enterprise resource planning
Firms involved in _____ automatically identify and evaluate suppliers to help an enterprise identify their optimal supply network.
esourcing
Which of the following businesses best represent "reintermediation"?
etailers
To benefit from experience, it is essential that email campaigns be carefully monitored. Details of sales arising from email campaigns should be used to _____.
evaluate campaign success
Training is a critical component of which BI implementation stage?
execution
ETL is an acronym for ____.
extraction, transformation, and loading
Eprocurement can allow procurement personnel more time to develop supplier relationships and find reliable suppliers, thereby ___.
facilitating strategic procurement
During the development of a BI system, considering growth to accommodate web-based data or partner data is related to which critical success factor?
flexibility
What is said to be the "moment of truth" in a supply chain?
fulfillment
Fair e-auctions require security and ______.
full disclosure
Establishing a reliable transportation and delivery system in a foreign country is an example of which force affecting SCM?
globalization
Eprocurement for production items is more complicated than for non-production items because of the need to ____.
integrate purchasing processes with manufacturing processes
In order for the entire value chain to operate effectively, it is essential that internal and external data be _____.
integrated
Web services are a mechanism for member companies of trade exchanges to overcome the issue of ___.
integration
With BI systems the data can be "cleaned" and ______than is possible with ERP.
stored in more efficient formats
At the _____ stage in the CRM process, potential initiatives are reviewed to identify those that best align with the company's goals.
strategic decision-making
While the initial jump to adopt eprocurement was to create more competitive markets and reduce prices, a number of businesses claim that the "primary benefit lies in _____."
streamlining internal processes
In the sales area, CRM strategies aim to improve the sales process by increasing efficiency, improving customer interaction and service, and simplifying the process for salespeople. In the service area, CRM strategies can ___.
strengthen and develop the customer relationship from the date of original sale
The supply chain is not necessarily a linear or a simple process. Some have suggested that _____ is a more appropriate term.
supply web
The evolution of internet technologies affecting IT infrastructure and software is requiring that companies change business processes to integrate them with _____ changes and thereby maintain their competitiveness.
technological
Forming partnerships and strategic alliances in the supply chain are as crucial to supply-chain success as the ____.
technology and information systems
Ad hoc queries have drastically reduced ___.
the need for input from information systems staff
Data from the CRM system becomes useful information through ___.
the provision of both standard reports and custom queries
Competitors Intel and AMD are high-tech chip manufacturers that focus on _____ to maintain their coveted market share.
time to market
Which of the following best describes what the overall goal should be of any CRM implementation?
to improve customer relationships by providing better service, improved sales efforts, and reduced marketing costs
Some ______ feel that their services will remain in demand because they are better able than websites to provide customized solutions.
travel agents
As businesses began to realize its potential for cost savings, the range of purchases increased to include computer equipment and _____.
travel services
Supply-chain success can often be attributed to the development of a relationship built on ____.
trust
One of the considerations to be made at this point will be whether to use a ______access design for the data warehouse/data mart.
two-tier or three-tier
The process of encouraging customers to purchase higher-priced products or services is known as ____.
up-selling
The major difference between a pull system and a traditional supply chain is that the predominant information flow is _____ as opposed to _____.
upstream; downstream
Both the dollar value and _____ of a purchase can affect how well eprocurement processes function and how quickly they occur.
urgency
By consolidating the purchase activities of numerous employees across the organization, the enterprise can maximize price advantages of ___.
volume buying
A system architecture with a three-tiered structure is recommended ____.
when the number of users is high
At the outset, more than _______ trading exchanges were formed, but within a year the limited growth in trading through these exchanges led many of the startups to shut down.
1,000
A(n) _____ is a system that exists outside an online transaction-processing system or ERP, and is dedicated to the analytical functions of an organization.
data warehouse
Why is sharing information with business partners still difficult, despite the advent of technological tools?
Traditionally, such information has been safeguarded.
Some of the key benefits of BI include ____management, improved management of diverse business functions, and improved collaboration.
continuous
SCM is the process of _____ and _____ the flow of all products or services, information, and finances among all players in a supply chain.
coordinating; optimizing
The major technological components of BI architecture can be described as________, enabling technologies, and solutions.
core technologies
The most valuable information obtained from a CRM system will take the form of _____ linked to the company's specific industry and strategic goals.
custom queries and analysis
The use of CRM applications to explore data to identify relevant customer information is known as ___.
customer intelligence
Which of the following web-enabled CRM technologies provides opportunities for the organization to simultaneously reduce costs and improve current customer satisfaction with the company's service?
customer self-service
Businesses became interested in eprocurement as a means of _____ in the early 2000s, particularly for B2B ecommerce.
cutting costs and improving efficiency
At the ______ stage of the CRM process, applications are used to explore customer data to identify relevant information.
data analysis
Basic reporting, ad hoc queries, and data mining are associated with which BI function?
data analysis
A central data repository is used to organize and store data at the ____ stage of the CRM process.
data capture
The internet and computer technology have played a major role in enabling businesses to meet the needs of consumers more easily by simplifying the process of customization, ______, and information sharing with partners in the supply chain.
data capture
While _______are a common format for data warehouses, some critics feel that they lack flexibility and reduce the ability of users to create custom reports.
data cubes
Ebusinesses that require real-time data to remain on top of crucial trends and performance indicators would require _____ to occur daily.
data cubing
Enterprises are seeking to implement real-time BI to increase the speed and efficiency of short-term tasks such as______, data reporting, performance management, and automated actions.
data integration
When data warehouses are divided into smaller, dedicated sections, these smaller databases are known as _____.
data marts
A BI system that delivers complete, current, accurate, and authorized data is demonstrating a high degree of ____.
data quality
A(n) _____ is a central data repository used to organize, store, analyze, and report on data for decision-making purposes.
data warehouse
The eprocurement process begins with the ____.
identification of a need for a good or service
In the process of data integration, the first important step is to ____.
identify relevant data sources