IST 309 Chapter 11, IST 309 Chapter 10, IST 309 Chapter 8, Chapter 7
The _____ is erratic shifts in orders up and down the supply chain.
bullwhip effect
AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:
bundling
In _____, company representatives use multiple communication channels to support the communications preferences of customers.
customer interaction centers
Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:
customer relationship management systems were developed
Which of the following is not a problem along the supply chain?
decreased cycle times
Distribution or dispersal takes place in which segment of the supply chain?
downstream
A company's organization and processes for distributing and delivering products to its final customers is the:
downstream portion of the supply chain
The primary goal of extranets is to do which of the following?
foster collaboration between and among business partners
Which of the following is not a possible solution to supply chain problems?
horizontal integration
Interorganizational information systems result in all of the following except:
increased cycle time
Potential problems with on-demand CRM include all of the following except:
increases costs for the organization
Packaging, assembly, or manufacturing take place in which segment of the supply chain?
internal
The benefits of open-source CRM include all of the following except:
it has more functionality than in-house CRM systems
Which of the following is not a limitation of EDI?
it is expensive, but ongoing operating costs are low
Which of the following is not a benefit of EDI?
length of messages is longer
Trends that have led to the supply chain concept include all of the following except:
modern organizations are buying their suppliers in order to have more transparency along the supply chain
Which of the following is not a customer touch point?
none of these - all are touch points
The sales, marketing, and service functions are part of:
operational CRM
Which of the following is not responsible for the bullwhip effect?
poor supply forecast
In the _____, the production process begins with a customer order.
pull model
In the _____, the production process begins with a forecast.
push model
Which of the following is an important enabler of CRM?
recognizing that there are many customer touch points
Returned products, recycled products, and disposal of materials or products are called:
reverse flows
A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.supply chain
supply chain
Which of the following is the most important enabler of the 360-degree view of the customer across an organization?
the organization's data warehouse
Which of the following is not a goal of supply chain management?
to increase cycle time
You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:
up-selling
A company's suppliers, suppliers' suppliers, and the processes for managing them is the:
upstream portion of the supply chain
When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:
vendor-managed inventory
Extranets use _____ technology to make communication over the Internet more secure.
virtual private network
Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya consider during her first month of operation?
Bundling
_____ is a form of _____.
Bundling, cross-selling
_____ is the practice of marketing additional related products to customers based on a previous purchase.
Cross-selling
A check-in kiosk at the airport would be what type of CRM application?
Customer touching
_____ includes those areas where customers directly interact with the company.
Customer-facing CRM
Which of the following statements is false?
Data consolidation and 360-degree view mean the same thing.
A major source of supply chain uncertainty is the supply forecast.
False
CRM means that a company should interact with its customers as a group.
False
CRM systems focus on marketing to masses of people
False
For purposes of efficiency, customer data are best stored in the functional areas of the organization.
False
Functional information systems support the entire enterprise or major portions of it.
False
Horizontal integration is a business strategy in which a company buys its suppliers
False
Information silos were particularly efficient when business processes crossed functional boundaries in an organization.
False
Internet protocol data interchange is a communication standard that enables business partners to electronically exchange routine documents.
False
Just-in-time inventory systems try to maximize inventories to protect against uncertainties along the supply chain.
False
Open-source CRM software doesn't have as many features or functions as other DRM software.
False
Over time, the customer relationship with vendors has become more personal.
False
Packaging and assembly take place in the downstream portion of the supply chain
False
Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
False
The POM function within an organization monitors the customer sales activity
False
The functional area information systems are the most fundamental information systems in the organization.
False
The pull model is make-to-stock
False
There are typically four flows in the supply chain: materials, information, returns, and financial.
False
Transactional CRM systems provide interactive communication with the customer throughout the organization.
False
When you make a purchase online, that transaction is an example of batch processing
False
_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.
Financial flows
_____ are simple tools for answering repetitive customer questions.
Frequently asked questions
_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
Inventory velocity
_____ are the physical products, raw materials, and supplies that flow along a supply chain.
Material flows
An example of a transaction in a HRIS application is adding a new employee.
True
Business processes may be located within one functional area or may span multiple functional areas.
True
Collaborative CRM systems provide interaction with customers throughout the entire organization
True
Electronic data interchange is a problem for small businesses.
True
Historically, the functional area information systems were developed independently of one another.
True
If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling
True
In general, organizations try to automate data entry as much as possible.
True
In the past, customer data has been located all over the company, typically in the functional areas.
True
Information systems can be function-specific.
True
Mobile CRM systems are targeting customers through their laptops.
True
Modern organizations are concentrating on their core competencies and on becoming more flexible and agile.
True
Operational CRM systems support the front-office business processes which directly interact with customers.
True
Properly designed CRM systems provide a single, enterprisewide view of each customer.
True
Sales force automation is a customer-facing application.
True
Sourcing from external suppliers occurs in the upstream portion of the supply chain.
True
The Internet-based extranet is much less costly than proprietary networks.
True
The data processed by transaction processing systems provide the inputs for other organizational information systems.
True
The goal of SCM systems is to reduce friction along the supply chain.
True
The information systems for Accounting and Finance could contain control and auditing process.
True
The most common solution to supply chain problems is building inventories
True
The push model begins with a forecast.
True
The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.
True
Today, customers are becoming increasingly powerful.
True
Tweets can be used as customer touch points.
True
Whether forecasters overestimate or underestimate demand, the company still faces problems.
True
_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.
Up-selling
_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
Procurement
_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
Sales force automation
The bullwhip effect comes from which of the following?
all of these
Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya focus on during her first month of operation?
A loyalty program
Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following customer touch points will give Haya the most information after her first weekend of selling?
Actual physical interactions when customers visit her store
_____ creates statistical models of customer behavior and the value of customer relationships over time.
Analytical CRM
_____ systems study customer behavior and perceptions to provide business intelligence.
Analytical CRM
Which of the follow statements is false about customer interaction centers (CIC)?
In inboard telesales the customer calls the CIC.
_____ is a CRM system that is hosted by an external vendor in the vendor's data center.
On-demand CRM
_____ systems support the front-office business processes which directly interact with customers.
Operational CRM
_____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.
Supply chain visibility
Which of the following statements about loyalty programs is false?
The purpose of loyalty programs is to reward past behavior
The complete data on a customer is called:
a 360-degree view
The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?
a company and its dealers, customers, and/or suppliers
Which of the following best describes CRM?
a way of thinking and acting
