M.I.S. Chapter 8 Applications Exercises

3D Printing

- A process that builds—layer by layer in an additive process—a three-dimensional solid object from a digital model. - supports procurement

Drones

- an unmanned aircraft that can fly autonomously, or without a human - supports logistics

Robotics

- focuses on creating artificial intelligence devices that can move and react to sensory input - supports materials management

RFID

- uses electronic tags and labels to identify objects wirelessly over short distances - supports logistics

Sales Metrics

-Number of prospective customers -Number of new customers -Number of retained customers

Customer Relationship Management (CRM)

A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Customer Lifetime Value (CLV)

A metric that represents the total net profit a company makes from any given customer

Materials management

Activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution and warehousing.

Intelligent Virtual Agent

An animated, humanlike graphical chat bot commonly displayed on website home pages and advertisement landing pages

Chatbot

An artificial intelligence (AI) program that simulates interactive human conversation by using key precalculated user phrases and auditory or text-based signals

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Analytical CRM

Which of the following would you find farthest upstream in a typical supply chain? A. customer's customer B. supplier's supplier C. distributor D. retailer

B. supplier's supplier

Which of the following is the correct order for the three steps included in the process for organizational change? A. freezing, changing, unfreezing B. unfreezing, changing, refreezing C. freezing, changing, unchanging D.unfreezing, unchanging, changing

B. unfreezing, changing, refreezing

Source (2nd step of The Five Basic Supply Chain Activities)

Build relationships with suppliers to produce raw materials

Customer relationship management systems have helped Sprint accomplish which of the following?

CRM (Customer relationship management) systems have helped Sprint find its most valuable customers using RFM, Recency, Frequency, and Monetary value.

Customer Service Metrics

Cases closed same day, number of service calls, and average time of resolution

Omnichannel Analytics

Combines data from different channels into one holistic view of the customer and analyzes the data for insights on customer segmentation, demographics, spending, etc.

CRM allows an organization to accomplish all of the following except ________.

Complicate marketing and sales processes

CRM (Customer Relationship Management) Reporting Technology

Customer Identification Asking What Happened Ex) What is the total revenue by customer?

CRM (Customer Relationship Management) Predicting Technologies

Customer Prediction Asking What Will Happen Ex) What customers are at risk of leaving?

CRM (Customer Relationship Management) Analysis Technologies

Customer Segmentation Asking Why it Happened Ex) Why did sales not meet forecasts? Who are our customers?

Which of the following would you find farthest downstream in a typical supply chain? A. customer's customer B. supplier's supplier C. distributor D. retailer

Customer's customer

Analytical CRM tools can slice-and-dice customer information to create made-to-order views of ________. A. Customer value B. Customer spending C. Customer segmentation D. All of these are correct

D

Which of the following represents operational CRM? A. supports traditional transactional processing B. supports operations that deal directly with the customers C. supports day-to-day front-office operations D. All of the above

D. All of the above

What can analytical CRM modeling tools discover? A. identify opportunities for up-selling B. identify opportunities for expanding customer relationships C. identify opportunities for cross-selling D. All of these are correct

D. All of these are correct

Which of the following is not one of Sprint's business priorities? A. Improve the brand B. Improve profitability C. Improve customer experience D. Improve network efficiency

D. Improve network efficiency

Supply Chain Optimization

Defines, recommends, and sets flexible supply chain strategies based on an organization's operations and resources

There are five basic supply chain activities a company undertakes to manufacture and distribute products. Which of the following occurs when you plan for transportation of goods to customers?

Deliever

Extended ERP Component

Extra components that meet the organizational needs not covered by the core components and primarily focus on external operations

Transportation and Logistics Optimization

Focuses on the efficient movement of products through effective transportation management by evaluating multiple transportation modes, carriers, routes, shipping strategies, and support to find the lowest cost combination

Production and Materials Management ERP

Handles production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control.

Enterprise Resource Planning

Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprisewide decisions by viewing enterprisewide information on all business operations

There are five basic supply chain activities a company undertakes to manufacture and distribute products. Which of the following occurs when you manufacture products and create production schedules?

Make

Accounting and Finance ERP Component

Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting and asset management

Make (3rd step of The Five Basic Supply Chain Activities)

Manufacture, produce and create production schedules

Customer Profitability (CP)

Measures the customer's worth over a specific period of time

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Personalization

Deliver (4th step of The Five Basic Supply Chain Activities)

Plan for transportation of goods to customers

Plan (1st step of The Five Basic Supply Chain Activities)

Prepare to manage all resources required to meet demand

Logistics

Processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain.

First Call Resolution (FCR)

Properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call

Inventory Optimization

Provides visibility across inventory levels throughout the entire supply chain — holistically

Marketing Metrics

Revenue generated by marketing campaign, number of responses to marketing campaign, customer retention rates

There are five basic supply chain activities a company undertakes to manufacture and distribute products. Which of the following occurs when you build relationships with suppliers to procure raw materials?

Source

Application Integration

The integration of a company's existing management information systems

Supply Chain

The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.

Core ERP Component

Traditional components included in most ERP systems and they primarily focus on internal operations

Which of the following is an example of CRM analysis technologies for Sprint?

Why did Sprint's sales not meet forecasts?

What was the CRM metric Sprint used to analyze customer calls?

average speed of answer (ASA)

Which of the following is an example of analytical CRM at Sprint?

highlighting all customers who have purchased a service in over a year and sending a personal letter and a special discount coupon

What is a current or existing system that will become the base for upgrading or integrating with a new system?

legacy system

The Five Basic Supply Chain Activities

plan, source, make, deliver, return

Forward Integration

sends information entered into a given system automatically to all downstream systems and processes

Return (5 step of The Five Basic Supply Chain Activities)

support customers and product returns

Data integration

the integration of data from multiple sources, which provides a unified view of all data

Procurement

the purchasing of goods and services to meet the needs of the supply chain

Which of the following is an example of operational CRM for Sprint?

using campaign management systems to guide users through marketing campaigns