ISYS 209 Ch. 9
Which of the following statements best describes a vanilla version of an enterprise system?
It is the features and modules that an enterprise system comes with out of the box.
Delivering products to retail stores is considered the _____________ portion of the supply chain.
downstream
ERP stands for ___________________________________.
enterprise resource planning
Business processes supported by enterprise systems related to quality control are associated with __________________.
manufacturing and production processes
Business processes supported by enterprise systems related to travel expense reporting are associated with __________________.
human resources processes
Which of the following is not considered a next-generation enterprise application?
Employee relationship management systems
The average ERP project takes ___________ months to complete.
16
Which type of enterprise software would allow you to analyze Customer Lifetime Value (CLTV)?
Analytical CRM
Which effect is caused by a distortion of information about the demand for a product as it passes from one entity to the next across the supply chain?
Bullwhip effect
Which of the following statements about a company using an enterprise system is true?
It helps find ways to increase accurate on-time shipments of the company.
Which of the following statements is true of an enterprise system?
It provides a central information repository common to all corporate users.
__________ is a phenomenon in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain.
The bullwhip effect
Blueberry Inc. is a candy making company in Texas. The company's IT department implemented new SAP ERP enterprise software within the company. Which of the following will best support the company in reaping maximum benefits from the new enterprise software?
The company changing the way it works to conform to the business processes defined by the software
Which of the following is NOT one of the characteristics of enterprise applications that cause challenges in implementation?
They support "best practices" for each business process and function.
Unfortunately, a majority of enterprise applications deliver __________ percent or less of the expected benefits.
50
Matrix Inc. is a software company in California. The company recently set up an enterprise system to support its business activities. Which of the following would typically be a consequence of the company setting up an enterprise system?
An increase in customer satisfaction
Which of the following best describes operational CRM?
A system for automating fundamental business processes like marketing, sales, and support for interacting with the customer.
Which of the following is NOT one of the ways in which next-generation enterprise application vendors are delivering more value?
Making their software easier to customize
BlueBerry Inc. is a candy manufacturing company in New York City. The company sells its products to its customers through distributors and retailers. Which of the following comprehensive CRM packages will best assist the company in enhancing its collaboration with the distributors and retailers?
Partner relationship management
Which of the following is true of the effects of customer relationship management systems on organizations?
Reduced direct-marketing costs
Which of the following is an important capability for service-category business processes that are found in most major CRM software products?
Returns management
_________________________ systems help firms analyze, model, and optimize its supply chain.
Supply chain planning
In an effort to ___________ critical business processes, Coca-Cola implemented an SAP enterprise system.
standardize
In a(n) __________ supply chain model, actual customer orders or purchases trigger events in the supply chain. Transactions produce and deliver only what customers have ordered and move up the supply chain from retailers to distributors to manufacturers and eventually to suppliers.
Pull-based
_________________________ systems track the flow and status of products through the distribution process.
Supply chain execution
Which of the following best describes supply chain execution systems?
Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.
Which of the following best describes supply chain planning systems?
Supply chain planning systems enable the firm to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans.
In enterprise applications, tools for flexible reporting, ad hoc analysis, interactive dashboards, what-if scenario analysis, and data visualization are a part of __________.
business intelligence tools
Business processes supported by enterprise systems related to credit checking are associated with __________________.
sales and marketing processes
Tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes are called __________.
social CRM
One finding from Alcoa's enterprise system found a positive correlation between ______________ and quality.
training
A company's suppliers and the suppliers' suppliers are considered the _____________ portion of the supply chain.
upstream
A supply chain driven by actual customer orders or purchases follows which model?
Pull-based model
Which of the following statements about supply chain management systems is true?
Internet technology facilitates the management of global supply chains by providing the connectivity for organizations in different countries to share supply chain information.
Why is an order-to-cash service considered a complex process to implement as an enterprise application?
It needs information from many different functions of the enterprise.
Enterprise software includes a database and thousands of predefined ________________.
business processes
What are the three general business functions that CRM software serves?
Sales, customer service, and marketing
Although it can be risky, a __________________ strategy is based on knowing exactly when components would arrive within the supply chain.
just-in-time
Which of the following is a method of interaction with the customer, such as telephone, email, customer service desk, conventional mail, Facebook, Twitter, Web site, wireless device, or retail store?
Touch point
The measurement of the number of customers who stop using or purchasing products or services from a company is called ________.
churn rate
Improving the tracking of employee training could involve adopting enterprise software focused on _______________________.
Employee relationship management
__________ deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
Employee relationship management
Which of the following statements about the time and cost of implementing enterprise applications is true?
Enterprise applications involve complex pieces of software that are very expensive to purchase and implement.
Kmart had trouble getting products to store shelves when it first implemented i2 Technologies supply chain management software. The i2 software did not work well with Kmart's promotion-driven business model, which created sharp downward spikes in demand for products.
Enterprise applications require not only deep-seated technological changes but also fundamental changes to the way the business operates.
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes:
analytical customer relationship management applications.
