Ch. 8 Q/A MIS

Common feature included in contact centers?

- Automatic call distribution - Interactive voice response - Predictive dialing

The effective and efficient SCM systems effect on Porters Five Forces?

- Decrease buyer power - Decrease threat of substitute - Decrease threat of new entrants - Increase supplier power

Effective and efficient SCM systems can enable an organization to?

- Decrease the power of its buyers - Increase its own supplier power - Increase switching costs to reduce the threat of substitute product or service - Create entry barriers thereby reducing the threat of new entrants - Increase efficiencies while seeking a competitive advantage through cost leadership

Balanced scorecard views the organization from four perspectives?

- Learning and growth - Internal business process - Customer - financial

Reasons ERP systems are powerful tools?

- Logical solution to incompatible applications - Global information sharing and reporting - Avoids the pain and expense of fixing legacy systems

What are the 3 components of supply chain management?

- Procurement - Logistics - Material management

The fastest growing extensions for supply chain management include?

- Supply chain event management - Selling chain management - Collaborative engineering - Collaborative demand planning

What are the 3 most common core ERP components?

1. Accounting and finance 2. Production and materials management 3. Human resources

Three customer services operational CRM technologies are?

1. Contact center 2. Web-based self-service system 3. Call scripting system

What are three marketing operational CRM technologies?

1. List generator 2. Campaign management system 3. Cross-selling and up-selling

What are the supply chain 3 main links?

1. Material flow from suppliers and their "upstream" suppliers at all levels 2. Transformation of material into semifinished and finished products through the organizations own production process 3. Distribution of products to customers and their "downstream" customers at all levels

The five-basic supply chain activities?

1. Plan 2. Source 3. Make 4. Deliver 5. Return

Sales and operational CRM technologies include?

1. Sales management CRM system 2. Contact management CRM system 3. Opportunity management CRM system

The primary enterprise systems?

1. Supply chain management 2. Customer relationship management 3. Enterprise resource planning

What does RFM stand for?

Recency, frequency, and monetary value

Who are the first to develop CRM systems?

Sales department with sales forces automation a system that automatically tracks all of the steps in the sales process