MIS Chapter 9 Quiz

Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers?

Downstream portion of the supply chain

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

CRM systems help businesses achieve which of the following business objectives?

Enhanced customer intimacy

Which of the following is not true about enterprise systems?

Enterprise software is expressly built to allow companies to mimic their unique business practices.

The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.

False

________ 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

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Safety stock

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.

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

Concurrent supply chains are made possible by which technology?

The Internet

Cross-selling is the marketing of complementary products to customers.

True

Enterprise systems require fundamental changes in the way the business operates.

True

Extensive customization of enterprise software may degrade system performance.

True

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

True

Customer service modules in CRM systems provide tools for:

assigning and managing customer service requests.

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

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

execution

Customer relationship management systems typically provide software and online tools for sales, customer service, and:

marketing.

Major CRM products typically have all of the following service capabilities except:

order management.

The bullwhip effect can be countered by:

reducing information uncertainty.

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/an:

supply chain.

A ________ is a method of interaction with a customer, such 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.