Chapter 9 SGQs
According to Panorama Consulting Solutions, the average time to implement an ERP project is approximately ________.
16 months
Unfortunately, enterprise applications fail to meet expectations ________ percent of the time.
53
Which of the following best describes a supply chain?
A supply chain is 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.
What is a touch point?
A touch point is a method of interaction with the customer, such as telephone, e-mail, customer service desk, conventional mail, Facebook, Twitter, Web site, wireless device, or retail store.
Which of the following statements best describes demand planning?
Demand planning determines how many product a business needs to satisfy all of its customers' demands.
__________ deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
Employee relationship management
Kmart had trouble getting products to store shelves when it first implemented i2 Technologies supply chain management software. The i2 software did not work well with Kmart's promotion-driven business model, which created sharp downward spikes in demand for products. The scenario illustrates which of the following?
Enterprise applications require not only deep-seated technological changes but also fundamental changes to the way the business operates.
Which of the following statements about the implementation of enterprise applications is true?
Enterprise applications require not only deep-seated technological changes but also fundamental changes to the way the business operates.
________ avoid the problem of having databases in areas such as finance, human resources, sales and marketing, and manufacturing that are not capable of sharing information.
Enterprise resource planning (ERP) systems
Which of the following statement best describes a pull-based model?
In a pull-based model, production master schedules are based on forecasts or best guesses of demand for products, and products are `pushed` to customers.
Which of the following statement best describes a push-based model?
In a push-based model, actual customer orders or purchases trigger events in the supply chain.
Which of the following statements about an enterprise system is true?
It provides firmwide information to help managers make better decisions and it helps find ways to increase accurate on-time shipments of a company.
Which of the following comprehensive CRM packages will best assist the company in enhancing its collaboration with distributors and retailers?
Partner relationship management
________ is the market leader in cloud-based CRM systems.
Salesforce.com
Which of the following manage(s) 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 systems
Which of the following best describes supply chain execution systems?
Supply chain execution 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.
__________ enable(s) a firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans.
Supply chain planning systems
__________ is a phenomenon in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain.
The bullwhip effect
__________ measures the number of customers who stop using or purchasing products or services from a company.
The churn rate
Which of the following is 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?
The just-in-time strategy
Enterprise systems include ________ tools for analyzing overall organizational performance.
analytical
Partner relationship management is a comprehensive CRM package that will __________.
best assist a company in enhancing its collaboration with distributors and retailers
In enterprise applications, tools for flexible reporting, ad hoc analysis, interactive dashboards, what-if scenario analysis, and data visualization are a part of
business intelligence tools
In enterprise applications, tools for flexible reporting, ad hoc analysis, interactive dashboards, what-if scenario analysis, and data visualization are a part of __________.
business intelligence tools
An example of ________ includes a company being sold infrastructure as a service (IaaS) at the same time they purchased software as a service (SaaS).
cross-selling
The acronym CRM stands for ________.
customer relationship management
One downside to complex enterprise software occurs when it ________.
degrades system performance
ERM software and CRM software ________.
differ as ERM software focuses on employee issues
Nike's distributors are considered to be ________ in the supply chain.
downstream
A(n) __________ is an integrated suite of business applications for virtually every department, process, and industry, allowing companies to integrate information across operations on a company-wide basis using one large database.
enterprise system
The ________ strategy focuses on having components arriving exactly at the time they are needed.
just-in-time
According to your reading, Coca-Cola implemented an SAP enterprise system to overcome a ________.
lack of standard, companywide business processes
A supply chain ________.
links suppliers, manufacturing plants, distribution centers, retail outlets, and customers
In a(n) __________ model, actual customer orders or purchases trigger events in the supply chain. Transactions produce and deliver only what customers have ordered and move up the supply chain from retailers to distributors to manufacturers and eventually to suppliers.
pull-based
In a(n) __________ model, production master schedules are based on forecasts for best guesses of demand for products, and products are pushed to customers.
push-based
Customer relationship management applications that track social networking data are related to the ________ aspect of customer relationships.
service
Tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes are called __________.
social CRM
Enterprise applications include high ________, making it difficult to change vendors.
switching costs
Nike's contract suppliers are considered to be ________ in the supply chain.
upstream
