MIS Chapter 9 MC

Supply chain execution systems: a. schedule product subassemblies. b. help the company determine how much of a specific product to manufacture in a given time period. c. enable the firm to generate demand forecasts for a product. d. develop sourcing and manufacturing plans to determine how much of a specific product to manufacture in a given time period.

A.

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 effect. b. ripple effect. c. replenishment effect. d. exponential effect

A. bullwhip

Capabilities of supply chain execution systems would not include: A) identifying the optimal transportation mode. B) tracking the flow of finished goods. C) managing materials. D) managing warehouse operations.

A. identifying the optimal transportation mode.

A supply chain driven by actual customer orders or purchases follows a ________ model A) pull-based model B) build-to-stock C) push-based D) replenishment-driven

A. pull-based model

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? A) Select the functions of the system you wish to use. B) Select the business processes you wish to automate. C) Map the company's business processes to the software's business processes. D) Map the software's business processes to the company's business processes.

A..Select the functions of the system you wish to use.

Customer service modules in CRM systems provide tools for: A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information.

A..assigning and managing customer service requests.

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with: A) configuration tables. B) Web services. C) data dictionaries. D) middleware

A..configuration tables

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. A) operational CRM B) analytical CRM C) operational SCM D) analytical SFA

B) analytical CRM

Some supply chain integration can be developed inexpensively by: a. adapting to the business processes embedded in SCM packages. b. using Internet technology c. adapting PRM modules d. customizing ERP software

B.

Which of the following is not one of the main challenges in implementing enterprise applications? A) high cost of software B) loss of ownership of data C) complex to install and configure D) dependence on third-party vendors

B. Loss of ownership data

A build-to-order supply-chain model is also called a ________ model. a. supply-driven model b. demand-driven model c. replenishment-driven model d. push-based model

B. demand-driven

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: a. Process management software b. ERP systems c. Groupware d. Application software

B.. ERP Systems

Supply chain planning systems: b.identify the transportation mode to use for product delivery. c. track the financial information involving all parties. d. track the status of orders.

B..identify the transportation mode to use for product delivery.

Planning and control of all factors that will have an impact on transporting a product or service best defines: a. acquisition. b. research and development. c. logistics. d. procurement

C

Marketing modules in CRM systems would provide tools for: A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information

C) Identifying profitable and unprofitable customers.

Analytical CRM applications A) include tools for marketing automation. B) provide consolidated data for operational CRM applications. C) are based on data consolidated from operational CRM applications. D) provide customer-facing applications

C) are based on data consolidated from operational CRM applications.

Which of the following is not an example of next-generation enterprise applications? A) open-source solutions B) social CRM C) solutions incorporating SCM D) solutions incorporating SOA

C) solutions incorporating SCM

Which supply chain planning function determines how much product is needed to satisfy all customer demands? A) distribution management B) replenishment planning C) demand planning D) order planning

C. demand planning

Which of the following would not be considered a contact point? A) e-mail B) Web site C) intranet D) retail store

C..INTRANET

In order to achieve maximum benefit from an enterprise software package, a business: A) customizes the software to match all of its business processes. B) uses only the processes in the software that match its own processes. C) changes the way it works to match the software's business processes. D) selects only the software that best matches its existing business processes.

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

Supply chain complexity and scale increases when firms: A) move to globalization. B) manage the procurement, manufacturing, and distribution functions themselves. C)produce products and services that coordinate with hundreds or more firms and suppliers.

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

CRM systems help businesses obtain which business objective?

Customer and supplier intimacy

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

Customer and supplier intimacy

Which of the following statements about enterprise applications is not true? A) Enterprise applications require organizational learning. B) Enterprise applications introduce "switching costs." C) Enterprise applications are based on organization-wide definitions of data. D) Enterprise applications are best implemented when few changes in business processes are required.

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

The bullwhip effect is countered by: A) globalization. B) disintermediation. C) implementing an SCM. D) reducing information uncertainty.

D) reducing information uncertainty.

Companies with effective supply chain management systems can expect: a. improved customer service and responsiveness. b. cost reduction. c. reduced inventory levels. d. all of the above.

D.

One capability of a supply chain execution system is: a. distribution planning. b. transportation planning. c. manufacturing planning. d. reverse distribution.

D.

Which of the following is not an example of the benefits enterprise systems provide to firms? A) Products are shipped to stores more quickly. B) When products are ordered, the manufacturing and logistics teams are notified immediately. C) There is more accurate sales information for managers to analyze. D) The cost of information systems falls, making the firm more productive.

D.

Which type of software enables data to be used by multiple functions and business processes for organization coordination and control? a. Groupware b. Application software c. Collaboration software d. Enterprise software

D.

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. A) demand B) delivery C) planning D) execution

D. execution

________ 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.

Why is overstocking warehouses not an effective solution for a problem of low availability?

It increases inventory costs.

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

Lead managment

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

Operational

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

PRM

________ 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

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

Stand-alone suites

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

Up-to-the-minute data sharing

________ management is an important capability for customer service processes that is found in most major CRM software products A) Returns B) Lead C) Account D) Events

a. Returns

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) e-business suites B) ERP systems C) middleware D) legacy systems

a. e-business suites

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. a. just-in-time. b. stockless inventory. c. ASAP inventory. d. replenishment-only inventory.

a. just in time

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) CLTV C) cost per lead D) cost per sale

b. CLTV

Analyzing customer buying patterns is an example of: A) CLTV. B) analytical CRM. C) operational CRM. D) demand planning.

b. analytical CRM

The measurement of the number of customers who stop using or purchasing products or services from a company is called: A) switching costs. B) churn rate. C) CLTV. D) switch rate.

b. churn rate

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

Enterprise software is built around thousands of predefined business processes that reflect: A) the firm's organization. B) industry goals. C) best practices. D) cutting edge workflow analyses.

c. Best practices

Selling a customer with a checking account a home improvement loan is an example of: A) operational CRM. B) direct marketing. C) cross-selling. D) cross-channel promotions

c. cross-selling

Operational CRM applications include tools for: A) identifying buying patterns. B) calculating CLTV. C) salesforce automation. D) pinpointing unprofitable customers

c. salesforce automation.

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

downstream portion of the supply chain.

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

increased inventory levels.

Components or parts of finished products are referred to as:

intermediate products.

SFA modules in CRM systems would provide tools for:

managing sales prospect and contact information.

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

marketing

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.

planning

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

planning; execution

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

safety stock

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:

supply chain

Concurrent supply chains are made possible by which technology?

the internet

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

touchpoint

Uncertainties arise in any supply chain because of:

unforeseeable events.

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

upstream portion of the supply chain.