IST 305 Ch 9

18.) 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. A.) bullwhip B.) whirlpool C.) network D.) diffraction E.) ripple

A.) bullwhip

22.) The total time it takes to complete a business process, from start to finish, is called its ________ time. A.) cycle B.) development C.) fulfillment D.) service E.) actualization

A.) cycle

14.) A supply chain driven by actual customer orders is called a ________ model. A.) pull-based B.) supply-based C.) demand-driven D.) replenishment-driven E.) market-driven

A.) pull-based

20.) A supply chain driven by forecasts of consumer demand follows a(n) ________ model. A.) push-based B.) build-to-stock C.) optimized D.) pull-based E.) replenishment-driven

A.) push-based

28.) Which of the following customer relationship management applications provides analysis of customer data? A.) Operational SCM B.) Analytical CRM C.) Analytical SFA D.) Operational CRM E.) Operational SFA

B.) Analytical CRM

11.) Which of the following is not an example of next-generation enterprise applications? A.) Social CRM B.) Apache Open for Business (OFBiz) C.) Microsoft Dynamics 365 D.) SAP S/4HANA E.) Salesforce.com

B.) Apache Open for Business (OFBiz)

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

B.) Configuration tables

7.) 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? A.) Groupware B.) ERP systems C.) CRM software D.) Supply chain management systems E.) Process management software

B.) ERP systems

17.) ________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. A.) Partner B.) Operational C.) Analytical D.) Employee E.) Next-generation

B.) Operational

2.) Distribution and delivery of products to retailers is part of the: A.) external supply chain. B.) downstream portion of the supply chain. C.) upstream portion of the supply chain. D.) supplier's internal supply chain. E.) midstream portion of the supply chain.

B.) downstream portion of the supply chain.

25.) SFA modules in CRM systems provide tools for all of the following except: A.) sales forecasting. B.) managing customer service requests. C.) managing sales prospect and contact information. D.) team selling. E.) territory management.

B.) managing customer service requests.

10.) From your reading of the Soma Bay case study, the company implemented JD Edwards Enterprise One to solve all of the following problems except: A.) using JD Edwards' other integrated modules. B.) overtaxing of its data centers. C.) providing timely reports of profitability. D.) providing detailed financial data. E.) combining data from general ledger and other financial systems.

B.) overtaxing of its data centers.

13.) The difference between push- and pull-based models is summarized by which of the following slogans? A.) Push what we make, not pull what we make. B.) Pull what we make, not push what we sell. C.) Make what we sell, not sell what we make. D.) Sell what we make, not make what we sell. E.) Make what we push, not push what we sell.

C.) Make what we sell, not sell what we make.

29.) Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. A.) cloud solutions B.) legacy systems C.) e-business suites D.) ERP systems E.) middleware

C.) e-business suites

30.) ________ software modules deal with setting employee objectives, performance, and compensation. A.) SFA B.) SCM C.) PRM D.) ERM E.) DRM

D.) ERM

21.) CRM systems help businesses achieve which of the following business objectives? A.) Automated accounting processes B.) Automated production forecasts C.) Enhanced supplier intimacy D.) Enhanced customer intimacy E.) Faster time to market with new products and services

D.) Enhanced customer intimacy

3.) ________ software modules seek to enhance collaboration between a company and its selling partners. A.) ERM B.) DRM C.) SCM D.) PRM E.) SFA

D.) PRM

8.) The measurement of the number of customers who stop using or purchasing products or services from a company is called: A.) turnover percentage. B.) switching costs. C.) CLTV. D.) churn rate. E.) switch rate.

D.) churn rate

26.) To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by: A.) using only the pre-defined processes in the ERP software that matched its own processes. B.) changing the ERP software as needed to match their own processes. C.) using a cloud-based version of the ERP. D.) customizing less than 5 percent of the enterprise system processes. E.) retaining its legacy systems to operate as a backup to the new enterprise system.

D.) customizing less than 5 percent of the enterprise system processes.

9.) Supply chain execution systems provide all of the following functions except: A.) managing materials. B.) tracking the flow of finished goods. C.) managing the financial information involving all parties. D.) generating demand forecasts for products. E.) managing warehouse operations.

D.) generating demand forecasts for products.

19.) Walmart's continuous replenishment system is an example of a(n) ________ model. A.) supply chain optimization B.) forecast-based C.) push-based D.) pull-based E.) enterprise-based

D.) pull-based

5.) The bullwhip effect can be countered by: A.) implementing a CRM. B.) disintermediation. C.) globalization. D.) reducing information uncertainty. E.) product differentiation.

D.) reducing information uncertainty

27.) 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): A.) marketing channel. B.) value chain. C.) distribution channel. D.) supply chain. E.) information system.

D.) supply chain.

23.) A ________ is an interaction with a customer, such as telephone or customer service desk. A.) sales point B.) point of service C.) point of presence D.) touch point E.) client channel

D.) touch point

4.) Which of the following would not be considered a contact point? A.) Email B.) Website C.) Facebook D.) Retail store E.) Intranet

E.) Intranet

15.) 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? A.) Supply chain planning system B.) Supply chain delivery system C.) Supply chain demand system D.) Supply chain optimization system E.) Supply chain execution system

E.) Supply chain execution system

16.) Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product? A.) Supply chain delivery system B.) Supply chain execution system C.) Supply chain demand system D.) Supply chain optimization system E.) Supply chain planning system

E.) Supply chain planning system

6.) Customer service modules in CRM systems provide tools for: A.) capturing prospect and customer data. B.) managing sales prospect and contact information. C.) identifying profitable and unprofitable customers. D.) organizing effective marketing campaigns. E.) assigning and managing customer service requests.

E.) assigning and managing customer service requests.

12.) Customer relationship management systems typically provide software and online tools for sales, customer service, and: A.) account management. B.) advertising. C.) public relations. D.) human resources. E.) marketing.

E.) marketing.

24.) Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. A.) upstream; downstream B.) demand; continual C.) maintenance; development D.) push; pull E.) planning; execution

E.) planning; execution