BMIS Final Ch 9

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

*A. Demand planning* B. Order planning C. Customer planning D. Replenishment planning E. Distribution management

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. ERP systems* B. Process management software C. Supply chain management systems D. Groupware E. CRM software

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

*A. It increases inventory costs.* B. It increases sales costs. C. It does not speed product time to market. D. It lowers fill rate. E. It is an inefficient use of raw materials.

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. bullwhip* B. network C. diffraction D. ripple E. whirlpool

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

*A. churn rate.* B. CLTV. C. switch rate. D. switching costs. E. turnover percentage.

Components or parts of finished products are referred to as:

*A. intermediate products.* B. secondary products. C. raw materials. D. mid-chain products. E. upstream materials.

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

A. Automated accounting processes B. Enhanced supplier intimacy C. Faster time to market with new products and services D. Automated production forecasts *E. Enhanced customer intimacy*

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. Cost per lead *C. Customer lifetime value* D. Cost per sale E. Customer average value

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

A. Data dictionaries *B. Configuration tables* C. Web services D. Middleware E. Groupware

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. ERP systems *B. e-business suites* C. legacy systems D. middleware E. cloud solutions

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

A. Enterprise applications are based on organization-wide definitions of data. B. Enterprise applications introduce "switching costs." *C. Enterprise applications are best implemented when few changes in business processes are required.* D. Enterprise applications require organizational learning. E. Enterprise applications require fundamental changes in the way a business operates.

Which of the following is not true about enterprise systems?

A. Enterprise software includes analytical tools to evaluate overall organizational performance. B. Enterprise systems help firms respond rapidly to customer requests for information or products. C. Enterprise systems provide firm-wide information to help managers make better decisions. D. Enterprise system data have standardized definitions and formats that are accepted by the entire organization. *E. Enterprise software is expressly built to allow companies to mimic their unique business practices.*

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

A. Just-in-time strategies B. Continuous replenishment *C. Safety stock* D. Perfect information E. Demand planning

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. Inefficient logistics* C. Shoddy record-keeping D. Poor supply chain visibility for management E. Lack of coordination among production facilities

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

A. Map the company's business processes to the software's business processes. B. Select the business processes you wish to automate. *C. Select the functions of the system you wish to use.* D. Rewrite the software to support the way the company's business processes work. E. Map the software's business processes to the company's business processes.

From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors?

A. Microsoft B. Infor Global Solutions *C. SAP* D. IBM E. Oracle

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. SOA *B. business intelligence* C. social media D. PRM E. ERM

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

A. centralize financial activities. *B. obtain lower prices for raw materials.* C. reduce requisition-to-pay cycle times. D. centralize procurement activities. E. reduce accounts payable transaction processing

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

A. client channel B. point of presence C. sales point *D. touch point* E. point of service

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

A. cost reduction. B. supply matched to demand. C. improved delivery service. D. faster time to market. *E. increased inventory levels.*

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

A. cross-channel promotions. *B. cross-selling.* C. sales force automation. D. direct marketing. E. operational CRM

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

A. cutting edge workflow analyses. B. industry benchmarks. *C. best practices.* D. government regulations. E. the firm's culture.

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

A. fulfillment B. development *C. cycle* D. service E. actualization

The bullwhip effect can be countered by:

A. globalization. B. product differentiation. C. disintermediation. D. implementing a CRM. *E. reducing information uncertainty*

Customer service modules in CRM systems provide tools for:

A. identifying profitable and unprofitable customers. B. managing sales prospect and contact information. C. capturing prospect and customer data. D. organizing effective marketing campaigns. *E. assigning and managing customer service requests.*

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. marketing channel. B. distribution channel. *C. supply chain.* D. value chain. E. information system.

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

A. natural resources B. intermediate products C. nascent products D. basic products *E. raw materials*

If manufacturers had perfect information, they could implement a:

A. streamlined strategy. *B. just-in-time strategy.* C. bullwhip strategy. D. frictionless strategy. E. hyper-efficient strategy.

Manufacturing and production processes include all of the following except:

A. transportation execution. B. material requirements planning. *C. product configuration.* D. procurement. E. quality control.

In order to achieve maximum benefit from an enterprise software package, a business should:

A. use only the processes in the software that match its own processes. *B. change the way it works to match the software's* business processes. C. retain legacy systems that best work with the software. D. customize the software to match all of its business processes. E. select only the software that best matches its existing business processes.