MIS 352 Chapter 9
Which of the following tools is used to analyzing customer buying patterns?
Analytical CRM
Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?
Configuration Tables
Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers?
Downstream portion of the supply chain
Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.
E-business suites
________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.
ERM
Which of the following is not true about enterprise systems?
Enterprise software is expressly built to allow companies to mimic their unique business practices.
A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.
Execution
________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
PRM
Manufacturing and production processes include all of the following except:
Product configuration
________ 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.
SFA
Using social networking tools to converse with customers is called:
Social CRM
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:
Supply chain
Concurrent supply chains are made possible by which technology?
The Internet
Enterprise software is built around thousands of predefined business processes that reflect:
best practices
A build-to-order supply-chain model is also called a ________ model.
demand-driven
Supply chain execution systems provide all of the following functions except:
generating demand forecasts for products.
If manufacturers had perfect information, they could implement a:
just-in-time strategy.
SFA modules in CRM systems provide tools for all of the following except:
managing customer service requests.
A supply chain driven by actual customer orders or purchases follows a ________ model.
pull-based
The bullwhip effect can be countered by:
reducing information uncertainty.
Supply chain planning systems perform all of the following functions except:
track the physical status of goods
Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.
web services
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?
ERP Systems
CRM systems help businesses achieve which of the following business objectives?
Enhanced customer intimacy
All CRM packages contain modules for PRM and ERM.
False
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
False
In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.
False
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
False
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
False
Walmart is an example of a push-based model.
False
Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?
Lead management
________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.
Operational
Customer service modules in CRM systems provide tools for:
assigning and managing customer service requests.
Walmart's continuous replenishment system is an example of a ________ model.
pull-based
Supply chain execution systems provide all of the following functions except:
track the physical status of goods.
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.
Bullwhip
Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.
Business intelligence
Which of the following customer relationship management applications provides analysis of customer data?
Analytical CRM
Selling a customer with a checking account a home improvement loan is an example of:
Cross-selling
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 Lifetime Value
The total time it takes to complete a business process, from start to finish, is called its _________ time.
Cycle
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
Demand planning
Which of the following statements about enterprise applications is not true?
Enterprise applications are best implemented when few changes in business processes are required.
The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.
False
The business value of an effective supply chain management system includes all of the following except:
Increased inventory levels
From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve what problems?
Inefficient logistics
Why isn't overstocking warehouses an effective solution for a problem of low availability?
It increases inventory costs
Which of the following is not an example of next-generation enterprise applications?
JDA Software
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.
Just-in-time
Customer relationship management systems typically provide software and online tools for sales, customer service, and:
Marketing
As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.
Raw materials
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?
Supply chain execution 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?
Supply chain planning system
A ________ is a method of interaction with a customer, such as telephone or customer service desk.
Tough point
Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.
True
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
CRM software can help organizations identify high-value customers for preferential treatments.
True
Churn rate is an important indicator of the growth or decline of a company's customer base.
True
Cross-selling is the marketing of complementary products to customers.
True
Enterprise applications are based on organization-wide definitions of data.
True
Enterprise applications introduce switching costs.
True
Enterprise systems include analytical tools.
True
Enterprise systems require fundamental changes in the way the business operates.
True
Extensive customization of enterprise software may degrade system performance.
True
Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.
True
Safety stock acts as a buffer for the lack of flexibility in the supply chain.
True
Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
True
Total supply chain costs in some industries approach 75 percent of the total operating budget.
True
Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them?
Upstream portion of the supply chain
The measurement of the number of customers who stop using or purchasing products or services from a company is called:
churn rate.
Components or parts of finished products are referred to as:
intermediate products
Which of the following would not be considered a contact point?
Intranet
The difference between push- and pull-based models is summarized by which of the following slogans?
Make what we sell, not sell what we make.
Major CRM products typically have all of the following service capabilities except:
Order management
From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors?
SAP
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
Safety stock
You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?
Select the functions of the system you wish to use.
An enterprise system can help reduce redundant business processes.
True
Supply chain management systems are a type of enterprise system.
True
Marketing modules in CRM systems provide tools for all of the following except:
assigning and managing customer service requests.
In order to achieve maximum benefit from an enterprise software package, a business should:
change the way it works to match the software's business processes.
Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:
obtain lower prices for raw materials
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
planning; execution
Operational CRM applications include tools for all of the following except:
Calculating CLTV
Major CRM application software vendors include Oracle, SAP, and Salesforce.com.
True
SCM systems require multiple organizations to share information and business processes.
True
