chapter 9

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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? Build a central planning function to coordinate demand, manufacturing and fulfillment Faster fulfillment of orders on a global scale Improve the ability to predict what customers wanted to buy Reduce inventory Develop new products

Develop new products

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? Improve the ability to predict what customers wanted to buy Reduce inventory Faster fulfillment of orders on a global scale Build a central planning function to coordinate demand, manufacturing and fulfillment Develop new products

Develop new products

Which of the following is not true about enterprise systems? Enterprise software includes analytical tools to evaluate overall organizational performance. Enterprise systems provide firm-wide information to help managers make better decisions. Enterprise system data have standardized definitions and formats that are accepted by the entire organization. Enterprise software is expressly built to allow companies to support their existing business practices. Enterprise systems help firms respond rapidly to customer requests for information or products.

Enterprise software is expressly built to allow companies to support their existing business 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 whirlpool network ripple diffraction

bullwhip

Selling a customer with a checking account a home improvement loan is an example of: direct marketing. operational CRM. cross-selling. sales force automation. cross-channel promotions.

cross-selling.

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

generating demand forecasts for products.

Enterprise systems improve management decision making in all the following ways except: implementing standard definitions and formats worldwide. improving forecasts of consumer behavior. determining the profitability of products. providing up-to-the-minute data on sales, inventory and production. providing more accurate sales and production forecasts.

improving forecasts of consumer behavior.

Customer relationship management systems typically provide software and online tools for sales, customer service, and: marketing. advertising. public relations. account management. human resources.

marketing.

CRM systems help businesses achieve which of the following business objectives? Enhanced customer intimacy Enhanced supplier intimacy Faster time to market with new products and services Automated production forecasts Automated accounting processes

Enhanced customer intimacy

Operational CRM applications include tools for all of the following except: calculating CLTV. call center support. marketing automation. sales force automation. customer service support.

calculating CLTV.

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 streamlined frictionless bullwhip safety-stock

just-in-time

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

managing customer service requests.

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

overtaxing of its data centers.

A supply chain driven by actual customer orders is called a ________ model. replenishment-driven market-driven supply-based pull-based demand-driven

pull-based

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

pull-based

The bullwhip effect can be countered by: disintermediation. implementing a CRM. globalization. reducing information uncertainty. product differentiation.

reducing information uncertainty.

________ software modules deal with setting employee objectives, performance, and compensation. SFA PRM DRM SCM ERM

ERM

________ 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. SOA Customer SFA Complex Marketing

SFA

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? Demand planning Just-in-time strategies Perfect information Continuous replenishment Safety stock

Safety stock

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 delivery system Supply chain execution system Supply chain optimization system Supply chain demand system Supply chain planning system

Supply chain execution system

Using social networking tools to converse with customers is called: PRM. operational CRM. analytical CRM. social CRM. ERM.

social CRM.

Which of the following customer relationship management applications provides analysis of customer data? Analytical SFA Analytical CRM Operational SFA Operational CRM Operational SCM

Analytical CRM

Which of the following tools is used to analyze customer buying patterns? Operational CRM SFA CLTV Analytical CRM Demand planning

Analytical CRM

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

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? Groupware Data dictionaries Configuration tables Web services Middleware

Configuration tables

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 Customer average value Cost per sale Cost per lead Churn rate

Customer lifetime value

Which supply chain planning function determines how much product is needed to satisfy all customer demands? Replenishment planning Order planning Distribution management Demand planning Customer planning

Demand planning

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 Groupware CRM software Supply chain management systems Process management software

ERP systems

Which of the following is not a feature of next generation business intelligence applications? The ability to include data from the Internet of Things (IoT) Employee relationship management The ability to use neural networks to recognize patterns in machine performance Interactive dashboards for managers The ability to provide ad hoc analysis for managers

Employee relationship management

Which of the following statements about enterprise applications is not true? Enterprise applications require organizational learning. Enterprise applications are based on organization-wide definitions of data. Enterprise applications introduce "switching costs." Enterprise applications require fundamental changes in the way a business operates. Enterprise applications are best implemented when few changes in business processes are required.

Enterprise applications are best implemented when few changes in business processes are required.

Why isn't overstocking warehouses an effective solution for a problem of low availability? It lowers fill rate. It does not speed product time to market. It increases inventory costs. It is an inefficient use of raw materials. It increases sales costs.

It increases inventory costs.

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? Customer satisfaction management Events management Channel promotions management Lead management Returns management

Lead management

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

Make what we sell, not sell what we make.

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

Operational

________ software modules seek to enhance collaboration between a company and its selling partners. DRM ERM SFA PRM SCM

PRM

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? Select the business processes you wish to automate. Map the company's business processes to the software's business processes. Select the functions of the system you wish to use. Rewrite the software to support the way the company's business processes work. Map the software's business processes to the company's business processes.

Select the functions of the system you wish to use.

Concurrent supply chains are made possible by which technology? The Internet Just-in-time supply-chain technologies Extranets ERP systems Supply-chain management systems

The Internet

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them? Downstream portion of the supply chain Supplier's internal supply chain On Contract supplier's chain Upstream portion of the supply chain Logistics supply chain

Upstream portion of the supply chain

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

assigning and managing customer service requests.

Marketing modules in CRM systems provide tools for all of the following except: identifying opportunities for cross-selling. qualifying leads. capturing prospect and customer data. assigning and managing customer service requests. identifying profitable and unprofitable customers.

assigning and managing customer service requests.

Enterprise software is built around thousands of predefined business processes that reflect: cutting edge workflow analyses. government regulations. the firm's culture. best practices. industry benchmarks.

best practices.

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 ERM social media SOA PRM

business intelligence

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

churn rate.

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

customizing less than 5 percent of the enterprise system processes.

he total time it takes to complete a business process, from start to finish, is called its ________ time. cycle actualization service development fulfillment

cycle

Distribution and delivery of products to retailers is part of the: upstream portion of the supply chain. supplier's internal supply chain. downstream portion of the supply chain. external supply chain. midstream portion of the supply chain.

downstream portion of the supply chain.

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

e-business suites

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system. management execution touch point optimization planning

execution

The business value of an effective supply chain management system includes all of the following except: supply matched to demand. increased inventory levels. faster time to market. improved delivery service. cost reduction.

increased inventory levels.

Uncertainties in the supply chain often lead to: strategic changes in production plans. the bull whip effect. declines in production. a reduction in safety stocks. increases in inventory across all tiers.

increases in inventory across all tiers.

In the supply chain, components or parts are referred to as: downstream organizations and processes. upstream materials, organizations, and processes. intermediate products. raw materials. secondary products.

intermediate products.

Major CRM products typically have all of the following service capabilities except: service analytics. returns management. customer satisfaction management. order management. call center & help desk.

order management.

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. push; pull maintenance; development planning; execution upstream; downstream demand; continual

planning; execution

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

push-based

as they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers. nascent products natural resources raw materials basic products intermediate products

raw materials

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except: reducing the number of employees. reducing the cost of raw materials. reacting faster to market changes. standardizing business processes worldwide. improving its bargaining power with suppliers.

reducing the number of employees.

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): information system. distribution channel. value chain. supply chain. marketing channel.

supply chain.

A ________ is an interaction with a customer, such as telephone or customer service desk. touch point point of service sales point point of presence client channel

touch point

Supply chain planning systems perform all of the following functions except: determine where to store finished goods. identify the transportation mode to use for product delivery. determine how much product to manufacture in a given time period. establish inventory levels for raw materials and finished goods. track the physical status of goods.

track the physical status of goods.


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