Management Info CH. 9, MIS9, Management Info CH. 9
Identify at least four benefits and four challenges of enterprise systems. Answer: Benefits include: increasing operational efficiency; providing firmwide information to help decision making; standardized business processes; greater responsiveness to customer needs; greater accuracy in fulfilling product demand; reduction of inventory and inventory costs; reduction in order-to-delivery time; improving business processes; removing redundant processes and systems; lowering costs through centralized processing; and improved decision making. Challenges include: the expense of the software and related costs; the time required for implementation; deep-seated technological changes required, the deep-seated organizational changes required; overcoming organizational resistance; switching costs; data cleansing work required.
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Identify two classifications for supply chain software. For each classification, identify five capabilities. Answer: Supply chain planning systems and supply chain execution systems are two classifications for supply chain software. Supply chain planning systems enable a firm to generate demand forecasts for a product and develop sourcing and manufacturing plans for that product. Capabilities include order planning, advanced scheduling and manufacturing planning, demand planning, distribution planning, and transportation planning. Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations. Capabilities include order commitments, final production, replenishment, distribution management, and reverse distribution. Diff: 2 Page Ref: 346
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Identify two supply chain models. Which is better? Answer: Push-based and pull-based models were discussed in the textbook. Push-based refers to a supply chain driven by production master schedules based on forecasts or best guesses of demand for products. Pull-based refers to a supply chain driven by actual customer orders or purchases so that members of the supply chain produce and deliver only what customers have ordered. Pull-based models are better.
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What additional complexities are faced in global supply chains? How does the Internet help in managing global supply chains? Answer: Global supply chains typically span greater geographic distances and time differences than domestic supply chains and have participants from a number of different countries. Although the purchase price of many goods might be lower abroad, there are often additional costs for transportation, inventory, and local taxes or fees. Performance standards may vary from region to region or from nation to nation. Supply chain management may need to reflect foreign government regulations and cultural differences. All of these factors impact how a company takes orders, plans distribution, organizes warehousing, and manages inbound and outbound logistics throughout the global markets it services. The Internet helps companies manage many aspects of their global supply chains, including sourcing, transportation, communications, and international finance. As goods are being sourced, produced, and shipped, communication is required among retailers, manufacturers, contractors, agents, and logistics providers. With Internet technology, supply chain members communicate through a Web-based system. Firms use intranets to improve coordination among their internal supply chain processes, and they use extranets to coordinate supply chain processes shared with their business partners.
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________ management is an important capability for customer service processes that is found in most major CRM software products.
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Capabilities of supply chain execution systems would not include A) identifying the optimal transportation mode. B) tracking the flow of finished goods. C) managing materials. D) managing warehouse operations.
A
When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with A) configuration tables. B) Web services. C) data dictionaries. D) middleware.
A
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? A) safety stock B) continuous replenishment C) just-in-time strategies D) demand planning
A
________ management is an important capability for customer service processes that is found in most major CRM software products. A) Returns B) Lead C) Account D) Events
A
Identify and describe three major enterprise applications.
Answer: Enterprise systems, customer relationship management, and supply chain management are three enterprise applications. Enterprise systems are based on a suite of integrated software modules and a common central database. Enterprise systems utilize enterprise software to support financial and accounting, human resources, manufacturing and production, and sales and marketing processes. Enterprise systems provide many benefits including an enterprise-enabled organization, improved management reporting and decision making, a unified information systems technology platform, and more efficient operations and customer-driven business processes. Supply chain management systems help an organization better manage its supply chain, including planning, sourcing, making, delivering, and returning items. Supply chain management software can be categorized as a supply chain planning system or as a supply chain execution system. A supply chain planning system enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product. A supply chain execution system 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 management benefits include improved customer service and responsiveness, cost reduction, and cash utilization. Customer relationship management systems help firms maximize the benefits of their customer assets. These systems capture and consolidate data from all over the organization and then distribute the results to various systems and customer touch points across the enterprise. Customer relationship management systems can be classified as operational or as analytical. Operational CRM refers to customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation. Analytical CRM refers to customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance. Benefits include increased customer satisfaction, reduced direct marketing costs, more effective marketing, and lower costs for customer acquisition and retention.
A ________ is a method of interaction with a customer, such as telephone or customer service desk. A) point of presence B) touch point C) sales point D) client channel
B
Supply chain planning systems A) track the physical status of goods. B) identify the transportation mode to use for product delivery. C) track the financial information involving all parties. D) track the status of orders.
B
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? A) churn rate B) CLTV C) cost per lead D) cost per sale
B
Which of the following is an important capability for sales processes that is found in most major CRM software products? A) returns management B) lead management C) channel promotions management D) events management
B
Which of the following is not a potential "switching cost"? A) employee training B) upgrading software C) new hardware D) new documentation
B
Which of the following is not one of the key challenges facing global supply chains? A) geographical distances B) increased costs C) time zones D) cultural differences
B
________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training. A) Enterprise B) ERM C) PRM D) ERP
B
Analytical CRM applications A) include tools for marketing automation. B) provide consolidated data for operational CRM applications. C) are based on data consolidated from operational CRM applications. D) provide customer-facing applications.
C
Enterprise software is built around thousands of predefined business processes that reflect A) the firm's organization. B) industry goals. C) best practices. D) cutting edge workflow analyses.
C
In order to achieve maximum benefit from an enterprise software package, a business A) customizes the software to match all of its business processes. B) uses only the processes in the software that match its own processes. C) changes the way it works to match the software's business processes. D) selects only the software that best matches its existing business processes.
C
Marketing modules in CRM systems would provide tools for A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information.
C
Operational CRM applications include tools for A) identifying buying patterns. B) calculating CLTV. C) sales force automation. D) pinpointing unprofitable customers.
C
Supply chain complexity and scale increases when firms A) move to globalization. B) manage the procurement, manufacturing, and distribution functions themselves. C) produce products and services that coordinate with hundreds or more firms and suppliers. D) modify their existing workflows to comply with supply-chain management systems.
C
Which of the following is not an example of next-generation enterprise applications? A) open-source solutions B) social CRM C) solutions incorporating SCM D) solutions incorporating SOA
C
Which of the following is not true about enterprise systems? A) Enterprise systems help firms respond rapidly to customer requests for information or products. B) Enterprise system data have standardized definitions and formats that are accepted by the entire organization. C) Enterprise software is expressly built to allow companies to mimic their unique business practices. D) Enterprise software includes analytical tools to evaluate overall organizational performance.
C
________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. A) SCM B) SFA C) ERM D) PRM
C.
Components or parts of finished products are referred to as A) upstream materials. B) raw materials. C) secondary products. D) intermediate products.
D
From your reading of the chapter's opening case, NVIDIA implemented new information systems in order to achieve which of the following business objectives? A) customer and supplier intimacy B) operational excellence C) survival D) improved decision making
D
SFA modules in CRM systems would provide tools for A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information.
D
Supply chain ________ 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. A) demand B) delivery C) planning D) execution
D
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. A) push; pull B) demand; continual C) upstream; downstream D) planning; execution
D
The bullwhip effect is countered by A) globalization. B) disintermediation. C) implementing an SCM. D) reducing information uncertainty.
D
Which of the following is not an example of the benefits enterprise systems provide to firms? A) Products are shipped to stores more quickly. B) When products are ordered, the manufacturing and logistics teams are notified immediately. C) There is more accurate sales information for managers to analyze. D) The cost of information systems falls, making the firm more productive.
D
Which of the following statements about enterprise applications is not true? A) Enterprise applications require organizational learning. B) Enterprise applications introduce "switching costs." C) Enterprise applications are based on organization-wide definitions of data. D) Enterprise applications are best implemented when few changes in business processes are required.
D
________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. A) SCM B) SFA C) ERM D) PRM
D. PARTNER RELATIONS MANAGEMENT
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 mimic their unique business practices.
Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.
False
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
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 upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers
False
Which of the following is not one of the key challenges facing global supply chains?
Increased costs
The business value of an effective supply chain management system includes all of the following except
Increased inventory levels
Which of the following would not be considered a contact point?
Intranet...
Customer relationship management systems typically provide software and online tools for sales, customer service, and
Marketing
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
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
Supply Chain...
Firms can use social networking sites to improve their efficiency in customer service.
True
In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
True
PRM provides a firm and its distributors trade information and distributes leads about customers.
True
Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
True...
The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
True...
A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the
Upsteam portion of the supply chain
Analyzing customer buying patterns is an example of
analytical CRM
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.
analytical CRM
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
demand planning
Components or parts of finished products are referred to as
intermediate products
Operational CRM applications include tools for
salesforce automation
Uncertainties arise in any supply chain because of
unforseeable events