IS205 Chapter 9

The bullwhip effect is countered by

) reducing information uncertainty.

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

CLTV customer lifetime value

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

ERM

Which of the following statements about enterprise applications is not true?

Enterprise applications are best implemented when few changes in business processes are required.

Supply chain management systems are a type of enterprise system.

False

Which of the following is not one of the four types of customers described in the case study on Graybar?

Niche customers

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

PRM

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Sales force automation

Before the Internet, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

True

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

business intelligence

From your reading of the Scott's Miracle-Gro case study, the company implemented SAP and JDA enterprise and supply chain planning systems to solve what problems?

coordination issues caused by the merger of Scott's and MiracleGro

CRM systems help businesses obtain which business objective?

customer and supplier intamacy

The total time it takes to complete a business process, from start to finish, is called its ________ time.

cycle

A company's organizations and processes for distributing and delivering products to the final customers is the

downstream

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

e-business suites

The business value of an effective supply chain management system includes all of the following except faster time to market. improved delivery service.------ next supply matched to demand. cost reduction. increased inventory levec- no

improved delivery service

From your reading of the chapter's opening case, ACH Food Companies implemented new information systems in order to achieve which of the following business objectives?

operational excellence

All of the following service capabilities would be found in major CRM products except

order management

Walmart's continuous replenishment system is an example of a ________ model.

pull-based

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

raw materials

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

safety stock

Using social networking tools to converse with customers is called

social crm

Inefficiencies in a supply chain are primarily caused by inaccurate information.

true

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.

web services