MIS Chapter 9
23) Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? A) Safety stock B) Continuous replenishment C) Just-in-time strategies D) Demand planning E) Perfect information
A
24) A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy. A) just-in-time B) frictionless C) bullwhip D) safety-stock E) streamlined
A
31) Supply chain execution systems provide all of the following functions except: A) generating demand forecasts for products. B) tracking the flow of finished goods. C) managing materials. D) managing warehouse operations. E) managing the financial information involving all parties.
A
32) A supply chain driven by actual customer orders or purchases follows a ________ model. A) pull-based B) build-to-stock C) push-based D) replenishment-driven E) optimized
A
37) As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers. A) raw materials B) intermediate products C) basic products D) natural resources E) nascent products
A
39) A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system. A) execution B) planning C) optimization D) management E) touch point
A
6) Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? A) Configuration tables B) Web services C) Data dictionaries D) Middleware E) Groupware
A
62) Customer relationship management systems typically provide software and online tools for sales, customer service, and: A) marketing. B) account management. C) advertising. D) public relations. E) human resources.
A
65) Customer service modules in CRM systems provide tools for: A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information. E) organizing effective marketing campaigns.
A
66) Marketing modules in CRM systems provide tools for all of the following except: A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) qualifying leads. E) identifying opportunities for cross-selling.
A
92) Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. A) e-business suites B) ERP systems C) middleware D) legacy systems E) cloud solutions
A
1) From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors? A) Oracle B) SAP C) IBM D) Microsoft E) Infor Global Solutions
B
17) A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a/an: A) distribution channel. B) supply chain. C) value chain. D) marketing channel. E) information system.
B
2) Which of the following provides a suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes? A) Process management software B) ERP systems C) Groupware D) CRM software E) Supply chain management systems
B
25) A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect. A) network B) bullwhip C) ripple D) whirlpool E) diffraction
B
33) A build-to-order supply-chain model is also called a ________ model. A) supply-based B) demand-driven C) replenishment-driven D) push-based E) market-driven
B
34) Concurrent supply chains are made possible by which technology? A) ERP systems B) The Internet C) Supply-chain management systems D) Just-in-time supply-chain technologies E) Extranets
B
38) The total time it takes to complete a business process, from start to finish, is called its ________ time. A) development B) cycle C) fulfillment D) service E) actualization
B
58) A ________ is a method of interaction with a customer, such as telephone or customer service desk. A) point of presence B) touch point C) sales point D) client channel E) point of service
B
69) Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? A) Returns management B) Lead management C) Channel promotions management D) Events management E) Customer satisfaction management
B
70) Which of the following customer relationship management applications provides analysis of customer data? A) Operational CRM B) Analytical CRM C) Operational SCM D) Analytical SFA E) Operational SFA
B
73) Which of the following tools is used to analyzing customer buying patterns? A) CLTV B) Analytical CRM C) Operational CRM D) Demand planning E) SFA
B
74) 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? A) Churn rate B) Customer lifetime value C) Cost per lead D) Cost per sale E) Customer average value
B
75) The measurement of the number of customers who stop using or purchasing products or services from a company is called: A) switching costs. B) churn rate. C) CLTV. D) switch rate. E) turnover percentage.
B
76) Walmart's continuous replenishment system is an example of a ________ model. A) push-based B) pull-based C) enterprise-based D) supply chain optimization E) forecast-based
B
94) Using social networking tools to converse with customers is called: A) analytical CRM. B) social CRM. C) operational CRM. D) PRM. E) ERM.
B
19) Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them? A) Supplier's internal supply chain B) External supply chain C) Upstream portion of the supply chain D) Downstream portion of the supply chain E) Onstream portion of the supply chain
C
29) Which supply chain planning function determines how much product is needed to satisfy all customer demands? A) Distribution management B) Replenishment planning C) Demand planning D) Order planning E) Customer planning
C
3) Enterprise software is built around thousands of predefined business processes that reflect: A) government regulations. B) industry benchmarks. C) best practices. D) cutting edge workflow analyses. E) the firm's culture.
C
4) Which of the following is not true about enterprise systems? A) Enterprise systems help firms respond rapidly to customer requests for information or products. B) Enterprise system data have standardized definitions and formats that are accepted by the entire organization. C) Enterprise software is expressly built to allow companies to mimic their unique business practices. D) Enterprise software includes analytical tools to evaluate overall organizational performance. E) Enterprise systems provide firm-wide information to help managers make better decisions.
C
59) Which of the following would not be considered a contact point? A) E-mail B) Website C) Intranet D) Retail store E) Facebook
C
61) ________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. A) SCM B) SFA C) ERM D) DRM E) PRM
C
7) In order to achieve maximum benefit from an enterprise software package, a business should: A) customize the software to match all of its business processes. B) use only the processes in the software that match its own processes. C) change the way it works to match the software's business processes. D) select only the software that best matches its existing business processes. E) retain legacy systems that best work with the software.
C
72) The difference between push- and pull-based models is summarized by which of the following slogans? A) Sell what we make, not make what we sell. B) Push what we make, not pull what we make. C) Make what we sell, not sell what we make. D) Pull what we make, not push what we sell. E) Make what we push, not push what we sell.
C
78) ________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. A) Analytical B) Employee C) Operational D) Partner E) Next-generation
C
18) Components or parts of finished products are referred to as: A) upstream materials. B) raw materials. C) secondary products. D) intermediate products. E) mid-chain products.
D
20) Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers? A) Supplier's internal supply chain B) External supply chain C) Upstream portion of the supply chain D) Downstream portion of the supply chain E) Onstream portion of the supply chain
D
22) Why isn't overstocking warehouses an effective solution for a problem of low availability? A) It does not speed product time to market. B) It is an inefficient use of raw materials. C) It increases sales costs. D) It increases inventory costs. E) It lowers fill rate.
D
26) Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. A) push; pull B) demand; continual C) upstream; downstream D) planning; execution E) maintenance; development
D
30) Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner? A) Supply chain demand system B) Supply chain delivery system C) Supply chain planning system D) Supply chain execution system E) Supply chain optimization system
D
36) The bullwhip effect can be countered by: A) globalization. B) disintermediation. C) implementing a CRM. D) reducing information uncertainty. E) product differentiation.
D
93) Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers. A) employee relationship management B) cross-selling C) just-in-time strategy D) web services E) operational CRM
D
21) If manufacturers had perfect information, they could implement a: A) hyper-efficient strategy. B) frictionless strategy. C) streamlined strategy. D) bullwhip strategy. E) just-in-time strategy.
E
27) Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product? A) Supply chain demand system B) Supply chain delivery system C) Supply chain optimization system D) Supply chain execution system E) Supply chain planning system
E
28) Supply chain planning systems perform all of the following functions except: A) establish inventory levels for raw materials and finished goods. B) identify the transportation mode to use for product delivery. C) determine where to store finished goods. D) determine how much product to manufacture in a given time period. E) track the physical status of goods.
E
35) The business value of an effective supply chain management system includes all of the following except: A) faster time to market. B) cost reduction. C) supply matched to demand. D) improved delivery service. E) increased inventory levels.
E
5) You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? A) Rewrite the software to support the way the company's business processes work. B) Select the business processes you wish to automate. C) Map the company's business processes to the software's business processes. D) Map the software's business processes to the company's business processes. E) Select the functions of the system you wish to use.
E
57) From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve what problems? A) Lack of brand recognition B) Lack of coordination among production facilities C) Poor supply chain visibility for management D) Shoddy record-keeping E) Inefficient logistics
E
60) ________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. A) SCM B) SFA C) ERM D) DRM E) PRM
E
63) SFA modules in CRM systems provide tools for all of the following except: A) team selling. B) territory management. C) sales forecasting. D) managing sales prospect and contact information. E) managing customer service requests.
E
64) CRM systems help businesses achieve which of the following business objectives? A) Automated accounting processes B) Automated production forecasts C) Faster time to market with new products and services D) Enhanced supplier intimacy E) Enhanced customer intimacy
E
67) Selling a customer with a checking account a home improvement loan is an example of: A) operational CRM. B) direct marketing. C) sales force automation. D) cross-channel promotions. E) cross-selling.
E
68) Major CRM products typically have all of the following service capabilities except: A) customer satisfaction management. B) returns management. C) call center & help desk. D) service analytics. E) order management.
E
71) Operational CRM applications include tools for all of the following except: A) sales force automation. B) call center support. C) marketing automation. D) customer service support. E) calculating CLTV.
E
77) ________ 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. A) Customer B) SOA C) Marketing D) Complex E) SFA
E
8) Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except: A) reduce requisition-to-pay cycle times. B) reduce accounts payable transaction processing. C) centralize financial activities. D) centralize procurement activities. E) obtain lower prices for raw materials.
E
9) Manufacturing and production processes include all of the following except: A) procurement. B) material requirements planning. C) quality control. D) transportation execution. E) product configuration.
E
91) Which of the following is not an example of next-generation enterprise applications? A) Openbravo B) Social CRM C) Apache Open for Business (OFBiz) D) Salesforce.com E) JDA Software
E
95) Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application. A) social media B) PRM C) ERM D) SOA E) business intelligence
E
90) Which of the following statements about enterprise applications is not true? A) Enterprise applications require organizational learning. B) Enterprise applications introduce "switching costs." C) Enterprise applications are based on organization-wide definitions of data. D) Enterprise applications require fundamental changes in the way a business operates. E) Enterprise applications are best implemented when few changes in business processes are required.
E)