IST 309 Chapter 11, IST 309 Chapter 10, IST 309 Chapter 8, Chapter 7

The _____ is erratic shifts in orders up and down the supply chain.

bullwhip effect

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

bundling

In _____, company representatives use multiple communication channels to support the communications preferences of customers.

customer interaction centers

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

customer relationship management systems were developed

Which of the following is not a problem along the supply chain?

decreased cycle times

Distribution or dispersal takes place in which segment of the supply chain?

downstream

A company's organization and processes for distributing and delivering products to its final customers is the:

downstream portion of the supply chain

The primary goal of extranets is to do which of the following?

foster collaboration between and among business partners

Which of the following is not a possible solution to supply chain problems?

horizontal integration

Interorganizational information systems result in all of the following except:

increased cycle time

Potential problems with on-demand CRM include all of the following except:

increases costs for the organization

Packaging, assembly, or manufacturing take place in which segment of the supply chain?

internal

The benefits of open-source CRM include all of the following except:

it has more functionality than in-house CRM systems

Which of the following is not a limitation of EDI?

it is expensive, but ongoing operating costs are low

Which of the following is not a benefit of EDI?

length of messages is longer

Trends that have led to the supply chain concept include all of the following except:

modern organizations are buying their suppliers in order to have more transparency along the supply chain

Which of the following is not a customer touch point?

none of these - all are touch points

The sales, marketing, and service functions are part of:

operational CRM

Which of the following is not responsible for the bullwhip effect?

poor supply forecast

In the _____, the production process begins with a customer order.

pull model

In the _____, the production process begins with a forecast.

push model

Which of the following is an important enabler of CRM?

recognizing that there are many customer touch points

Returned products, recycled products, and disposal of materials or products are called:

reverse flows

A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.supply chain

supply chain

Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

the organization's data warehouse

Which of the following is not a goal of supply chain management?

to increase cycle time

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:

up-selling

A company's suppliers, suppliers' suppliers, and the processes for managing them is the:

upstream portion of the supply chain

When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:

vendor-managed inventory

Extranets use _____ technology to make communication over the Internet more secure.

virtual private network

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya consider during her first month of operation?

Bundling

_____ is a form of _____.

Bundling, cross-selling

_____ is the practice of marketing additional related products to customers based on a previous purchase.

Cross-selling

A check-in kiosk at the airport would be what type of CRM application?

Customer touching

_____ includes those areas where customers directly interact with the company.

Customer-facing CRM

Which of the following statements is false?

Data consolidation and 360-degree view mean the same thing.

A major source of supply chain uncertainty is the supply forecast.

False

CRM means that a company should interact with its customers as a group.

False

CRM systems focus on marketing to masses of people

False

For purposes of efficiency, customer data are best stored in the functional areas of the organization.

False

Functional information systems support the entire enterprise or major portions of it.

False

Horizontal integration is a business strategy in which a company buys its suppliers

False

Information silos were particularly efficient when business processes crossed functional boundaries in an organization.

False

Internet protocol data interchange is a communication standard that enables business partners to electronically exchange routine documents.

False

Just-in-time inventory systems try to maximize inventories to protect against uncertainties along the supply chain.

False

Open-source CRM software doesn't have as many features or functions as other DRM software.

False

Over time, the customer relationship with vendors has become more personal.

False

Packaging and assembly take place in the downstream portion of the supply chain

False

Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

False

The POM function within an organization monitors the customer sales activity

False

The functional area information systems are the most fundamental information systems in the organization.

False

The pull model is make-to-stock

False

There are typically four flows in the supply chain: materials, information, returns, and financial.

False

Transactional CRM systems provide interactive communication with the customer throughout the organization.

False

When you make a purchase online, that transaction is an example of batch processing

False

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Financial flows

_____ are simple tools for answering repetitive customer questions.

Frequently asked questions

_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Inventory velocity

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

Material flows

An example of a transaction in a HRIS application is adding a new employee.

True

Business processes may be located within one functional area or may span multiple functional areas.

True

Collaborative CRM systems provide interaction with customers throughout the entire organization

True

Electronic data interchange is a problem for small businesses.

True

Historically, the functional area information systems were developed independently of one another.

True

If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling

True

In general, organizations try to automate data entry as much as possible.

True

In the past, customer data has been located all over the company, typically in the functional areas.

True

Information systems can be function-specific.

True

Mobile CRM systems are targeting customers through their laptops.

True

Modern organizations are concentrating on their core competencies and on becoming more flexible and agile.

True

Operational CRM systems support the front-office business processes which directly interact with customers.

True

Properly designed CRM systems provide a single, enterprisewide view of each customer.

True

Sales force automation is a customer-facing application.

True

Sourcing from external suppliers occurs in the upstream portion of the supply chain.

True

The Internet-based extranet is much less costly than proprietary networks.

True

The data processed by transaction processing systems provide the inputs for other organizational information systems.

True

The goal of SCM systems is to reduce friction along the supply chain.

True

The information systems for Accounting and Finance could contain control and auditing process.

True

The most common solution to supply chain problems is building inventories

True

The push model begins with a forecast.

True

The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.

True

Today, customers are becoming increasingly powerful.

True

Tweets can be used as customer touch points.

True

Whether forecasters overestimate or underestimate demand, the company still faces problems.

True

_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.

Up-selling

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

Procurement

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

Sales force automation

The bullwhip effect comes from which of the following?

all of these

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya focus on during her first month of operation?

A loyalty program

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following customer touch points will give Haya the most information after her first weekend of selling?

Actual physical interactions when customers visit her store

_____ creates statistical models of customer behavior and the value of customer relationships over time.

Analytical CRM

_____ systems study customer behavior and perceptions to provide business intelligence.

Analytical CRM

Which of the follow statements is false about customer interaction centers (CIC)?

In inboard telesales the customer calls the CIC.

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

On-demand CRM

_____ systems support the front-office business processes which directly interact with customers.

Operational CRM

_____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.

Supply chain visibility

Which of the following statements about loyalty programs is false?

The purpose of loyalty programs is to reward past behavior

The complete data on a customer is called:

a 360-degree view

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

a company and its dealers, customers, and/or suppliers

Which of the following best describes CRM?

a way of thinking and acting