MIS Chapter 9

touch point

A ________ is an interaction with a customer, such as telephone or customer service desk.

execution

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

bullwhip

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.

supply chain

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(n):

just-in-time

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.

pull-based

A supply chain driven by actual customer orders is called a ________ model.

push-based

A supply chain driven by forecasts of consumer demand follows a(n) ________ model.

raw materials

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

Enhanced customer intimacy

CRM systems help businesses achieve which of the following business objectives?

reducing the number of employees

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following EXCEPT:

The Internet

Concurrent supply chains are made possible by which technology?

marketing

Customer relationship management systems typically provide software and online tools for sales, customer service, and:

assigning and managing customer service requests

Customer service modules in CRM systems provide tools for:

downstream portion of the supply chain

Distribution and delivery of products to retailers is part of the:

business intelligence

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

e-business suites

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

best practices

Enterprise software is built around thousands of predefined business processes that reflect:

improving forecasts of consumer behavior

Enterprise systems improve management decision making in all the following ways EXCEPT:

overtaxing of its data centers.

From your reading of the Soma Bay case study, the company implemented JD Edwards Enterprise One to solve all of the following problems EXCEPT:

Develop new products

From your reading of the chapter's opening case, which of the answers below is NOT a reason why Avon chose JDA's Manufacturing and Intelligent Fulfillment software?

intermediate products

In the supply chain, components or parts are referred to as:

order management

Major CRM products typically have all of the following service capabilities EXCEPT:

assigning and managing customer service requests

Marketing modules in CRM systems provide tools for all of the following EXCEPT:

calculating CLTV

Operational CRM applications include tools for all of the following EXCEPT:

managing customer service requests

SFA modules in CRM systems provide tools for all of the following EXCEPT:

cross-selling

Selling a customer with a checking account a home improvement loan is an example of:

generating demand forecasts for products

Supply chain execution systems provide all of the following functions EXCEPT:

track the physical status of goods

Supply chain planning systems perform all of the following functions EXCEPT:

planning; execution

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

True

T/F: Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

True

T/F: Before the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

True

T/F: Churn rate is an important indicator of the growth or decline of a company's customer base.

False

T/F: Cross-selling is the marketing of products to different customers.

True

T/F: Enterprise applications are based on organization-wide definitions of data.

False

T/F: Enterprise systems are built around a small number of predefined business processes.

False

T/F: Enterprise systems do not require fundamental changes in the way the business operates.

False

T/F: Extensive customization of enterprise software reduces the overall cost of implementation.

False

T/F: Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations.

True

T/F: In a pull-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.

False

T/F: In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.

True

T/F: Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

True

T/F: Major CRM application software vendors include Oracle, SAP, Salesforce.com, and Microsoft Dynamics.

True

T/F: Organizations can rewrite enterprise system software to support their existing business processes.

True

T/F: Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

False

T/F: SCM software can help organizations identify high-value customers for preferential treatments.

True

T/F: SCM systems require multiple organizations to share information and business processes.

False

T/F: Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

True

T/F: Supply chain management systems are a type of enterprise system.

False

T/F: The bullwhip effect leads to declining inventory costs across the entire supply chain.

False

T/F: The cost of switching from one enterprise system to another is quite low.

True

T/F: The downstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

True

T/F: Total supply chain costs in some industries approach 75 percent of the total operating budget.

reducing information uncertainty

The bullwhip effect can be countered by:

increased inventory levels

The business value of an effective supply chain management system includes all of the following EXCEPT:

Make what we sell, not sell what we make

The difference between push- and pull-based models is summarized by which of the following slogans?

churn rate

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

cycle

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

customizing less than 5 percent of the enterprise system processes

To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by:

increases in inventory across all tiers

Uncertainties in the supply chain often lead to:

social CRM

Using social networking tools to converse with customers is called:

pull-based

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

Customer lifetime value

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?

Analytical CRM

Which of the following customer relationship management applications provides analysis of customer data?

Configuration tables

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Supply chain planning system

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Employee relationship management

Which of the following is NOT a feature of next-generation business intelligence applications?

Apache Open for Business (OFBiz)

Which of the following is NOT an example of next-generation enterprise applications?

Enterprise software is expressly built to allow companies to support their existing business practices.

Which of the following is NOT true about enterprise systems?

Lead management

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?

Supply chain execution system

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?

ERP systems

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?

Upstream portion of the supply chain

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them?

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

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

Analytical CRM

Which of the following tools is used to analyze customer buying patterns?

Safety stock

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

Intranet

Which of the following would NOT be considered a contact point?

Demand planning

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

It increases inventory costs

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Select the functions of the system you wish to use

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Operational

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

SFA

________ 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.

ERM

________ software modules deal with setting employee objectives, performance, and compensation.

PRM

________ software modules seek to enhance collaboration between a company and its selling partners.