Ch. 9 MINF 3650
Video Questions
--------------------------------------------------------------
In the video, _____ is described as a set of integrated software modules that support nearly all of an organization's business processes. A. ERP B. CRM C. groupware D. process management software E. application software
A. ERP
With regard to ERP implementation, which of the following is FALSE? A. Firms immediately see operating efficiencies and associated profits when first implementing an ERP application. B. With supply chain ERP, many companies need to update software so there is cohesive integration. C. Expenses can be minimized by keeping customization to a minimum. D. Along with most ERP implementations, businesses have to have a corresponding business process redesign. E. It is important to understand the business well when doing an ERP implementation.
A. Firms immediately see operating efficiencies and associated profits when first implementing an ERP application.
Enterprise systems have a set of integrated software modules and a(n) _______________ by which business processes and functional areas throughout the company can ________ data. A. central database; share B. intranet; secure C. localized database; share D. cloud-based network; collect E. central database; encrypt
A. central database; share
The ________ measures the number of customers who stop purchasing products or using a firm's services. A. churn rate B. customer return ratio C. retention ratio D. cycle time E. burn rate
A. churn rate
Using parts of CRM software to help maximize efficiencies with selling partners relates to which of the following? A. Employee relationship management B. Partner relationship management C. Spreadsheet development D. MySQL systems E. Sales force automation
B. Partner relationship management
Connecting customer conversations in social media sites, such as Twitter, to CRM processes is called ____________. A. CRM Engage B. Social CRM C. Employee relationship management D. Partner relationship management E. Twitter CRM
B. Social CRM
The business processes supported by enterprise systems most closely related to financial statements and reporting include _________________. A. sales and marketing processes B. financial and accounting processes C. human resources processes D. instructional technology processes E. manufacturing and production processes
B. financial and accounting processes
Analytical CRM applications are based on data from _____________________. A. data warehouses B. operational CRM systems C. social media D. general ledger entries E. purchased data
B. operational CRM systems
_________________ tracks and coordinates the flow of products through distribution centers and warehouses and maintains associated financial information. A. Logistics software B. Materials planning C. A supply chain execution system D. A client/server system E. A touch point
C. A supply chain execution system
Which of the following occurs when information about product demand gets distorted as it passes from one entity to the next across the supply chain? A. Entity warping B. Information distortion C. Bullwhip effect D. Demand distortion E. Entity demand effect
C. Bullwhip effect
Which of the following would LEAST likely be a process supported by a firm's enterprise system? A. Manufacturing and production processes B. Human resources processes C. Instructional technology processes D. Sales and marketing processes E. Financial and accounting processes
C. Instructional technology processes
Which of the following adds complexity to implementing enterprise applications because firms become very dependent on chosen vendors? A. Cycle times B. Retention ratio C. Switching costs D. Open source updates E. Churn rates
C. Switching costs
The phenomenon of perceived demand that changes as it passes across the supply chain is called the ________________ effect. A. marketing B. optic lensing C. bullwhip D. supplier network E. supply chain
C. bullwhip
Customer relationship management typically focuses on three key elements of the customer relationship: ________. A. call centers, Web self-service, and direct customer support B. demographics, repeat business, and after-sales service C. marketing, sales, and service D. prospects, marketing, and sales E. sales, service, and warranties
C. marketing, sales, and service
The current average cost of an ERP project is ______________. A. $1 million B. $38 million C. $380 thousand D. $3.8 million E. $380 million
D. $3.8 million
In the video, the company is implementing an ERP system to achieve which business objective? A. Globalize operations B. Implement just-in-time manufacturing C. Automate business processes D. Improve decision making E. Survive in the marketplace
D. Improve decision making
Enterprise systems provide value and help managers make better decisions by doing which of the following? A. Diminishing operational efficiency and providing firmwide data B. Increasing operational efficiency and providing a secure network C. Increasing profitability and providing decision-support systems D. Increasing operational efficiency and providing firmwide information E. Decreasing margins and providing decision-support systems
D. Increasing operational efficiency and providing firmwide information
A just-in-time strategy means which of the following? A. Shipments are coordinated so that products are delivered at the last minute. B. A product is not made until it has been ordered, so that it can be customized for the client or customer. C. A schedule is developed to update and maintain information systems before they become obsolete. D. Raw materials arrive exactly when needed to be transformed into products, which are shipped as soon as completed. E. Bill paying is delayed until just prior to when a late fee is applied, so the company can use its own money as long as possible.
D. Raw materials arrive exactly when needed to be transformed into products, which are shipped as soon as completed.
Using a software product like SAP to help determine customers' demand for a company's products is called ____________ planning. A. strategic B. analytics C. equilibrium D. demand E. supply
D. demand
Identifying the most profitable customers would utilize the _____________ function of a CRM system. A. MySQL B. partner relationship management C. employee relationship management D. sales force automation E. spreadsheet
D. sales force automation
Procuring materials and refining those materials into finished projects to distribute to retail outlets are activities handled by a firm's ________________. A. supplier network B. distribution network C. supply company D. supply chain E. marketing department
D. supply chain
Interactions are critical when working to improve customer relations. Specific interactions with customers are called ____________. A. isolation points B. push points C. instructional technology D. touch points E. SQL
D. touch points
ERP implementations can be very expensive, averaging approximately _____. A. $7 million B. $5 million C. $500,000 D. $3.8 million E. $9.5 million
D. $3.8 million
In this video dramatization, which component of an ERP system that consolidates data from sales, marketing, and service departments is described? A. Customer support system (CSS) B. Customer service management (CSM) C. Sales planning and forecasting (SPF) D. Sales and marketing management (SMM) E. Customer relationship management (CRM)
E. Customer relationship management (CRM)
Which statement about ERP systems is FALSE? A. ERP systems help firms respond quickly to customers' needs. B. A firm's headquarters can get up-to-the-minute data on sales, inventory, and production through an ERP. C. An ERP system standardizes the database so performance measures are comparable across the firm. D. Companies often change their business processes to match the ERP system's business processes. E. ERP systems collect and organize firmwide data that must be passed to other applications for executive decision making.
E. ERP systems collect and organize firmwide data that must be passed to other applications for executive decision making.
According to this video, which of the following statements is true regarding enterprise resource planning systems? A. Enterprise resource planning systems create data duplication among departments. B. Enterprise resource planning systems are easy to change. C. Enterprise resource planning systems can be operated without training. D. Enterprise resource planning systems use and store data across separate databases. E. Enterprise resource planning systems integrate data with a centralized database.
E. Enterprise resource planning systems integrate data with a centralized database.
______________ are supported by enterprise systems that include procurement and inventory management. A. Human resource processes B. Instructional technology processes C. Sales and marketing processes D. Financial and accounting processes E. Manufacturing and production processes
E. Manufacturing and production processes
As explained in the video, _____ processes support activities in multiple departments and span an organization. A. functional B. strategic C. global D. middleware E. enterprise
E. enterprise
ERP implementations introduce _____, which are large expenses associated with jumping from one vendor to another when implementing an ERP system. A. legacy costs B. chargeback expenses C. upgrade expenses D. integration costs E. switching costs
E. switching costs