ITC 761 Exam 3 Study Guide
Which of the following tools is used to analyze customer buying patterns?
Analytical CRM
Which of the following is not an example of next-generation enterprise applications?
Apache Open for Business (OFBiz)
Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?
Configuration tables
From your reading of the chapter's opening case which of the answers below is not a reason why Avon chose JDA's Manufacturing and Intelligent Fulfillment software?
Develop new products
________ software modules deal with setting employee objectives performance, and compensation.
ERM
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?,
ERP systems
Which of the following statements about enterprise applications is not true?
Enterprise applications are best implemented when few changes in business processes are required
Which of the following is not true about enterprise systems?
Enterprise software is expressly built to allow companies to support their existing business practices
All CRM packages contain modules for PRM and ERM.
FALSE
Cross-selling is the marketing of products to different customers.
FALSE
Enterprise systems are built around a small number of predefined business processes.
FALSE
Enterprise systems do not require fundamental changes in the way the business operates.
FALSE
Extensive customization of enterprise software reduces the overall cost of implementation
FALSE
Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations.
FALSE
In a pull-based model of SCM systems production master schedules are based on forecasts of demand for products.
FALSE
SCM software can help organizations identify high-value customers for preferential treatments.
FALSE
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
FALSE
The bullwhip effect leads to declining inventory costs across the entire supply chain.
FALSE
The cost of switching from one enterprise system to another is quite low.
FALSE
All of the following are examples of "on demand" companies except:
________ software modules seek to enhance collaboration between a company and its selling partners.
PRM
________ 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.,
SFA
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
Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.
TRUE
Before the pre-Internet environment supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
TRUE
Churn rate is an important indicator of the growth or decline of a company's customer base.
TRUE
Enterprise applications are based on organization-wide definitions of data.
TRUE
In a pull-based model of SCM systems actual customer orders or purchases trigger events in the supply chain.
TRUE
Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.
TRUE
Major CRM application software vendors include Oracle SAP, Salesforce.com, and Microsoft Dynamics.
TRUE
Organizations can rewrite enterprise system software to support their existing business process.
TRUE
Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.
TRUE
SCM systems require multiple organizations to share information and business processes.
TRUE
Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
TRUE
Supply chain management systems are a type of enterprise system.
TRUE
The downstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
TRUE
Total supply chain costs in some industries approach 75 percent of the total operating budget.
TRUE
Which of the following customer relationship management applications provides analysis of customer data?
analytical CRM
Customer service modules in CRM systems provide tools for:
assigning and managing customer service requests
Marketing modules in CRM systems provide tools for all of the following except:
assigning and managing customer service requests.
Information ________ exists when one party in a transaction has more information that is important for the transaction than the other party.
asymmetry
Enterprise software is built around thousands of predefined business processes that reflect
best practices
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.
bullwhip
Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.,
business intelligence
Operational CRM applications include tools for all of the following except
calculating CLTV
The measurement of the number of customers who stop using or purchasing products or services from a company is called:
churn rate
Selling a customer with a checking account a home improvement loan is an example of
cross-selling
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?,
customer lifetime value
To achieve the maximum benefit of a new ERP system Tasty Baking implemented an enterprise system by:
customizing less than 5 percent of the enterprise system processes
The total time it takes to complete a business process from start to finish, is called its ________ time.
cycle
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
demand planning
Removing the business process layers in a distribution channel is called:
disintermediation
Distribution and delivery of products to retailers is part of the:
downstream portion of the supply chain
Changing the prices of products based on the level of demand characteristics of the customer is called ________ pricing.
dynamic
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
Which of the following is not a feature of next generation business intelligence applications?
employee relationship management
CRM systems help businesses achieve which of the following business objectives?
enhanced customer intimacy
A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.
execution
Supply chain execution systems provide all of the following functions except:
generating demand forecasts for products
Enterprise systems improve management decision making in all the following ways except:
improving forecasts of consumer behavior
The business value of an effective supply chain management system includes all of the following except:
increased inventory levels
Uncertainties in the supply chain often lead to:
increases in inventory across all tiers
Which of the following dimensions of e-commerce technology has the potential to raise the quality of information?
information density
Which of the following dimensions of e-commerce technology involves engaging consumers in a dialogue that dynamically adjusts the experience to the individual?
interactivity
In the supply chain components or parts are referred to as:
intermediate products
What standards are referred to when discussing universal standards as a unique feature of e- commerce?
internet technology standards
Which of the following would not be considered a contact point?
intranet
Why isn't overstocking warehouses an effective solution for a problem of low availability?
it increases inventory costs
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
Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?
lead management
The difference between push- and pull-based models is summarized by which of the following slogans?
make what we sell not what we make
SFA modules in CRM systems provide tools for all of the following except:
managing customer service requests
Customer relationship management systems typically provide software and online tools for sales customer service, and:
marketing
A marketplace extended beyond traditional boundaries and removed from a temporal and geographic location is called a(n):
marketspace
________ CRM includes customer-facing applications such as tools for sales force automation call center and customer service support, and marketing automation.
operational
Major CRM products typically have all of the following service capabilities except:
order management
From your reading of the Soma Bay case study the company implemented JD Edwards Enterprise One to solve all of the following problems except:
overtaxing of its data centers
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
planning/execution
All of the following are unique features of e-commerce technology except:
price discrimination
Selling the same goods to different targeted groups at different prices is called:
price discrimination
A supply chain driven by actual customer orders is called a ________ model.
pull-based
Walmart's continuous replenishment system is an example of a(n) ________ model.
pull-based
A supply chain driven by forecasts of consumer demand follows a(n) ________ model.
push-based
As they move through the supply chain ________ are transformed into finished products and shipped to retailers and customers.
raw materials
The bullwhip effect can be countered by:
reducing information uncertainty
Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except:
reducing the number of employees
Which of the following dimensions of e-commerce technology involves the integration of video audio, and text marketing messages into a single marketing message and consumer experience?
richness
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
safety stock
The effort required to locate a suitable product is called:
search costs
Using social networking tools to converse with customers is called:
social CRM
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):
supply chain
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 execution system
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 planning system
What event marked the beginning of e-commerce?
the first paid advertisements placed on a website
Concurrent supply chains are made possible by which technology?
the internet
Information density refers to the:
total amount and quantity of information available to all market participants
A ________ is an interaction with a customersuch as telephone or customer service desk.
touch point
Supply chain planning systems perform all of the following functions except:
track the physical status of goods
Which of the following refers to a company's suppliers the suppliers' suppliers, and the processes for managing relationships with them?
upstream portion of the supply chain
