module 11

A CRM system includes all of the following activities except:

a. Marketing automation b. Order processing c. Sales automation *d. Production operations*

An SCM system coordinates all of the following functions except:

a. Procuring materials b. Transforming materials into intermediate and finished products or services c. Distributing finished products or services to customers *d. Advertising finished products to customers*

IoT will assist SCM to achieve all of the following goals except:

a. Reduce fuel costs by choosing the best routes and avoiding traffic jams *b. Enhance production process by finding the best worker* c. Reduce loss of inventory in warehouses or products in transit d. Mange warehouse inventory for out-of-stock inventory

A reverse auction invites sellers to submit bids for products and services. True or False?

true

You work for a game console manufacturer that ships thousands of units each day from their factories to distributors. You and your CIO are discussing some supply chain issues that have proven problematic for months as product demand has steadily increased. CIO: Sales are up, but our performance numbers this month show increased delays and other red flags. You: We've seen this trend worsening over the past several months. When our supplies start running low, we place orders right away. But it takes too long for those orders to be processed and shipped, so then there are delays in arrivals, which slows down manufacturing. Clearly, we need to do some SelectupstreamdownstreamwarehousinginventoryItem 1 optimization. CIO: What ideas do you have for that? We place orders as soon as we know we need more parts. You: Right, but our ordering system is inefficient, requiring a lot of human intervention both on our side and our suppliers' side. It takes too long, but a(n) SelectEDIMROPOSVPNItem 1 system would really speed things up. CIO: Can we do that on the distributor side, too? You: Oh sure. We could also implement SelectRFIDCPFRGPS4DItem 1 technologies to track our warehouse inventory levels more closely and monitor outgoing shipments to retailers.

upstream; edi; rfid

All of the following is true about CRM, or Customer Relationship Management except:

a.It is the processes a company uses to track and organize all aspects of customer encounters b.It is an enterprise software c.Accounting department uses it to facilitate billing *d.It is replacing the human resource department*

Personalization allows customers to modify the standard offering, such as selecting a different home page to be displayed each time you open your Web browser. True or False?

false

As Brody explores the kinds of information he can collect on customers, he starts brainstorming ways to use this information to better meet customer needs. One idea he has is to incorporate SelectpersonalizationcustomizationcollaborativetransactionalItem 1 technology that will make restaurant recommendations tailored to customer preferences.

personalization

A typical ERP system has many components that address various functions within an organization, providing increased efficiency and effectiveness and helping to solve organizational problems. Identify which ERP component provides the benefit described in each scenario.

hr:(human resources) ERP component can help with assessing job candidates, scheduling and assigning employees, predicting future personnel needs, and generating automatic direct deposit payroll disbursements. crm:(customer relationship management) ERP component can provide information on customers, such as tracking the conversation history with a customer to ensure that different sales people don't duplicate efforts by calling about the same thing. bi:(business intelligence) ERP component can aid in decision-making processes by providing relevant data on KPIs (key performance indicators) through visual, interactive dashboard reporting features. scm:(supply chain management) ERP component provides information on supply chain members and can help in optimizing the supply chain by collecting real-time sales data that can inform production quotas.

Your IT department has recently expanded to include new job roles, and you've hired additional employees to fill those slots. You and your team have put in a lot of hours lately training these new people. It's required a significant time investment to get them up to speed and provide the support they need as they learn new systems, workflows, and other intricacies of their jobs. After a staff meeting, one of your long-time employees hangs around in your office to chat for a few minutes. Co-worker: I never realized how much time goes into training people. One person at a time wouldn't be that bad, but several at once is tough. You: I've been thinking about that. This shows the critical importance of keeping our Selectknowledge basestorage networkowner's manualsCKOItem 1 up-to-date with documentation on how we've handled problems in the past. If people can look up solutions to the problems they encounter, it won't take so much time away from the rest of us. Co-worker: It's not just the problems they're trying to solve. It's even the how-to for doing everyday tasks. A couple of people keep coming back to me to explain a process again and again. You: These processes feel natural to us because we've done this work for so long. We should really invest some time into make that knowledge more SelectexplicitimplicittacitinformalItem 1 , though, not just for training, but you know, in case anything ever happens to one of us. Co-worker: Does that mean we need to put together a handbook or something? I'd hate to think about how long a book that would be, and how long it would take to print out every time we make updates. You: We don't have to print it. We can post all the information to a(n) Selectinternal wikiextranetdata warehouseblogItem 1 so everyone can make additions and updates as we go.

knowledge base;explicit;internal wiki

Brody and his two business partners started a food-order delivery company about two years ago. Customers place orders for meals from local restaurants, and the company picks up and delivers their orders. Because so many local restaurants don't have their own delivery service, the company has grown exponentially over the past year as satisfied customers recommend their service to business associates. However, Brody has gotten word that a competitor is about to open a similar service in their area, and he's looking for ways to protect their market share. Brody already collects customer information in his company's CRM with every order placed, such as contact information and delivery address. However, he'd like to target the top 20-30% of his customer base to develop more extensive data on these customers and cultivate a more durable relationship. What tool can best help Brody collect this kind of information on his most frequent customers?

loyalty program

Internet-enabled SCM improves information sharing throughout the supply chain, which helps reduce costs for information transmission and improves customer service. SCM activities can be identified based on what kind of company performs the tasks, who benefits directly, and what kinds of responsibilities are managed in the process. Activities throughout the supply chain benefit from increased visibility made possible through sharing data between suppliers, manufacturers, distributors, transportation companies, retailers, and customers. Identify which SCM activity is illustrated in each scenario.

procurement:is the purchasing and paying for goods and services, including bargaining and renegotiating prices and term agreements, such as negotiating for faster shipping times in order to reduce storage expenses for backlog supplies inventory management:is replenishing stock quickly and efficiently, tracking out-of-stock items, and predicting inventory needs for shifts in customer demand, such as analyzing holiday sales numbers to predict demand for an upcoming holiday season. customer service:involves responding to customer complaints, issuing notifications, and managing and meeting customer expectations, such as listing real-time inventory data on a retailer's Web site so customers know what items are in stock and how likely that item is to continue to be available. transportation:includes managing the movement of materials from one location to another for maximum efficiency, such as implementing a cross-docking strategy that can combine products from various vendors in a single shipment.

Brody also wants to implement Selectsocial CRMhypertargetingsalesforce automationpredictive analyticsItem 1 to make his business more accessible to customers through social media and other channels.

social crm

Most ERP systems use a unified database to store data for various functions. True or False?

true