Chapter 9 Quiz Review

touch points

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

demand-driven

A build-to-order supply-chain model is also called a ________ model.

downstream portion of the supply chain.

A company's organizations and processes for distributing and delivering products to the final customers is the:

upstream portion of the supply chain.

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the:

True

A company's supply chain describes how raw materials are transformed into finished products and shipped to retailers and customers.

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:

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.

ERP system

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 best describes

pull-based model

A supply chain driven by actual customer orders or purchases follows a ________ model.

Supply chain

Activities related to procuring materials and refining these materials into finished projects to distribute to retail outlets are a​ firm's ________________.

operational CRM systems

Analytical CRM applications are based on data from​ _____________________.

analytical CRM.

Analyzing customer buying patterns is an example of:

Customer and supplier intimacy

CRM systems help businesses obtain which business objective?

identifying the optimal transportation mode.

Capabilities of supply chain execution systems would not include:

intermediate products.

Components or parts of finished products are referred to as:

the internet

Concurrent supply chains are made possible by which technology?

analytical CRM

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

marketing

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

marketing, sales, and service.

Customer relationship management typically focuses on three key elements of the customer​ relationship:

assigning and managing customer service requests.

Customer service modules in CRM systems provide tools for:

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 from all functional areas that reflect:

central​ database; share

Enterprise systems have a set of integrated software modules and a​ _______________ by which business processes and functional areas throughout the company can​ _____ data.

increasing operational​ efficiency; firm-wide information

Enterprise systems provide value by both​ __________________ and providing​ __________________ to help managers make better decisions.

Supply-chain planning system

From your reading of the Land O' Lakes case study, the company implemented which type of system to improve supply chain efficiency?

changes the way it works to match the software's business processes.

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

touch points

Interactions are critical when working to improve customer relations. Specific interactions with customers are called​ ____________.

identifying profitable and unprofitable customers.

Marketing modules in CRM systems would provide tools for:

salesforce automation.

Operational CRM applications include tools for:

managing sales prospect and contact information.

SFA modules in CRM systems would provide tools for:

cross-selling.

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

Execution

Supply chain ________ 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.

produce products and services that coordinate with hundreds or more firms and suppliers.

Supply chain complexity and scale increases when firms:

identify the transportation mode to use for product delivery.

Supply chain planning systems:

planning, execution

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

Planning

Systems that enable a firm to generate demand forecasts for a product, and to develop sourcing and manufacturing plans for that product, best describes supply chain ________ systems.

reducing information uncertainty.

The bullwhip effect is countered by:

Increased inventory levels

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

$2.8 million

The current average cost of an ERP project is​ ______________.

TRUE

The downstream portion of the supply chain includes retailers and customers.

Churn rate

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

churn rate

The​ ________ measures the number of customers who stop purchasing products or using a​ firm's services.

unforeseeable events.

Uncertainties arise in any supply chain because of:

bullwhip effect

When information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain it is called the​ _________________________.

configuration tables.

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with:

CLTV

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?

Customer and supplier intimacy

Which of the following business objectives would be most helped by implementing an enterprise application?

Up-to-the-minute data sharing

Which of the following features is the main reason an enterprise system helps a business improve decision-making?

Enterprise software is expressly built to allow companies to mimic their unique 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 major CRM software products?

Stand-alone suites

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

Niche customers

Which of the following is not one of the four types of customers described in the case study on Graybar?

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

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

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 is overstocking warehouses not 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.

Returns

________ management is an important capability for customer service processes that is found in most major CRM software products.

ERM

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

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.

PRM

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

A​ just-in-time strategy​ means

raw materials would arrive​ just-in-time to be transformed into a product and the product would ship as soon as completed.