Quiz 10,11,12,13 and 14 Managing Tech and System
Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions?
Business intelligence
Which of the following is not one of the three most common core ERP components focusing on internal operations?
Business intelligence
Which of the following is an extended ERP component?
Business intelligence, Ebusiness, Customer relationship management
What is the ebusiness model that represents 80 percent of all online businesses and is typically more complex, requiring greater security needs?
Business-to-Business
T/F Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.
False
T/F Internet Corporation for Assigned Names and Numbers (ICANN) is an international community that develops open standards to ensure the long-term growth of the web.
False
T/F Inventory turnover is an unfilled customer order for a product that is out of stock.
False
T/F List generators fall under the category of the sales department's CRM tools.
False
T/F Logistics can help a company answer the following question: What quantity of raw materials should we purchase to minimize spoilage?
False
T/F Managing consumer trust is not a challenge for ebusiness participants as the Internet has numerous security technologies in place to completely protect consumers and their online transactions.
False
T/F Materials management is the purchasing of goods and services to meet the needs of the supply chain.
False
T/F Opportunity management CRM occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.
False
T/F RFID systems are used to create the digital designs and then manufacture the products.
False
T/F SCM, CRM, and ERP are all extended ERP components.
False
T/F The WWW, such as Internet Explorer or Mozilla's Firefox, allows users to access organization systems.
False
T/F World Wide Web Consortium (W3C) is an international community that develops open standards to ensure the long-term growth of the web (www.w3.org).
False
What are the primary business benefits of an ERP system?
Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution
What is the current version of HTML that delivers everything from animation to graphics and music to movies?
HTML 5
Which activities do production and materials management components perform?
Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control
Which of the following questions can procurement help a company answer?
How can we guarantee that our raw materials meet production needs?
Which of the following questions can materials management help a company answer?
How do we dispose of spoiled items?, What laws need to be followed for storing hazardous materials?, Which items must be refrigerated when being stored and transported?
Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?
Human resource
What is the Internet protocol web browsers use to request and display web pages using universal resource locators?
Hypertext transport protocol
What is the Internet protocol web browsers use to request and display web pages using universal resource locators?
Hypertext transport protocol (HTTP)
What is a service that enables instant or real-time communication between people?
IMing
What is another term for instant messaging?
IMing
What measures the number of people a firm can communicate with all over the world?
Information reach
What is enterprise resource planning (ERP)?
Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprisewide information about all business operations.
How are integrations achieved?
Integrations are achieved using middleware—several types of software that sit between and provide connectivity for two or more software applications
Which of the following began as an essential emergency military communications system operated by the U.S. Department of Defense (DARPA)?
Internet
Which of the following is a type of web browser?
Internet Explorer and Mozilla Firefox
What is a community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable?
Makerspace
Which activities do accounting and finance components perform?
Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
Which of the following is a challenge facing an ebusiness?
Managing consumer trust
Nike offers people the opportunity to visit its website to create running shoes in the style and color they choose. How would you classify Nike's ebusiness strategy?
Mass customization
What targets sales opportunities by finding new customers or companies for future sales?
Opportunity management system
Which of the following is an example of a disruptive technology?
Oracle's database software, Sony's transistor-based consumer electronics (transistor radio), Intel's low-end microprocessor
What does digital Darwinism imply?
Organizations that cannot adapt to the new demands placed on them for surviving in the information age are doomed to extinction.
What generates revenue each time a user clicks on a link that takes the user directly to an online agent waiting for a call?
Pay-per-call
Amazon creates a unique recommendation listing for each customer that revisits its website. How would you classify Amazon's ebusiness strategy?
Personalization
Netflix creates a unique recommendation listing for each customer that revisits its website. How would you classify Netflix's ebusiness strategy?
Personalization
What is the ebusiness tool that can increase marketing reach and build customer loyalty through audio broadcasting?
Podcast
What converts an audio broadcast to a digital music player?
Podcasting
Which of the following is an example of a sustaining technology?
Porsche's faster car
Which of the following is not true of sustaining technology?
Provides a product that does not meet existing customer's future needs.
What is the primary business advantage of using email?
Providing the ability to inform and communicate with many people simultaneously, immediately, and with ease.
What occurs when a system updates information at the same rate it receives the information?
Real-time communication
Which of the following would not be considered an advantage of ebusiness?
Reducing information reach
What focuses on creating artificial intelligence devices that can move and react to sensory input?
Robotics
What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?
Sales management CRM systems, Contact management CRM systems, Opportunity management CRM systems
Which of the following operational CRM technologies does the sales department typically use?
Sales management, contact management, opportunity management
What combines art along with science to determine how to make URLs more attractive to search engines resulting in higher search engine ranking?
Search engine optimization
What modifies existing software according to the business's or user's requirements?
Software customization
For the past 20 years, Peter has been an owner of several Coldwell Banker Real Estate franchises. To increase business, Peter spends a great deal of money marketing and advertising his businesses online. Peter decides he would like to move beyond just marketing and create an actual ebusiness that acts like a search engine but only focuses on the real estate industry. The main revenue source for Peter's ebusiness will be a charge of $50 a month for each property that is listed on the website. What is the primary revenue model for Peter's new business?
Subscription fees
What is the ability to view all areas up and down the supply chain in real time?
Supply chain visibility
Which of the following produces an improved product customers are eager to buy, such as a faster car or larger hard drive?
Sustaining technology
Which of the following represents a brick-and-mortar business?
T. J. Maxx
What is middleware?
Translates information between disparate systems
Dell ranks highest on the list for expecting returns from new investments.
True
Partner relationship management (PRM) discovers optimal sales channels by selecting the right partners and identifying mutual customers.
True
Robotics focuses on creating artificial intelligence devices that can move and react to sensory input.
True
T/F A business model is a plan that details how a company creates, delivers, and generates revenues.
True
T/F A disruptive technology is a new way of doing things that initially does not meet the needs of existing customers.
True
T/F A paradigm shift occurs when a new radical form of business enters the market that reshapes the way companies and organizations behave.
True
T/F A webinar is a form of web conferencing that blends videoconferencing with document sharing and allows the user to deliver a presentation over the web to a group of geographically dispersed participants.
True
T/F Accounting and finance ERP components manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
True
T/F Adwords are keywords that advertisers choose to pay for and appear as sponsored links on the Google results pages.
True
T/F An Internet service provider (ISP) is a company that provides access to the Internet for a monthly fee.
True
T/F Analytical CRM provides customer segmentation, which divides a market into categories that share similar attributes such as age, location, gender, habits, and so on. By segmenting customers into groups, it becomes easier to create targeted marketing and sales campaigns, ensuring that you are not wasting resources marketing products to the wrong customers.
True
T/F Balanced scorecard is a management system, as well as a measurement system, that a firm uses to translate business strategies into executable tasks.
True
T/F CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.
True
T/F Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
True
T/F Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.
True
T/F Collaborative engineering allows an organization to reduce the cost and time required during the design process of a product.
True
T/F Dot-com was the original term for a company operating on the Internet.
True
T/F Ecommerce is the buying and selling of goods and services over the Internet.
True
T/F Electronic data interchange (EDI) is a standard format for the electronic exchange of information between supply chain participants.
True
T/F Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.
True
T/F Eprocurement is the business-to-business (B2B) online purchase and sale of supplies and services.
True
T/F HTML 3 is the current version of HTML that delivers everything from animation to graphics and music to movies; it can also be used to build complicated web applications and works across platforms, including a PC, tablet, smartphone, or smart TV.
True
T/F HTML 5 is the current version of HTML that delivers everything from animation to graphics and music to movies; it can also be used to build complicated web applications and works across platforms, including a PC, tablet, smartphone, or smart TV.
True
T/F Hypertext transport protocol (HTTP) is the Internet protocol web browsers use to request and display web pages using universal resource locators.
True
T/F In the basic supply chain make refers to manufacturing products and create production schedules.
True
T/F In the basic supply chain plan refers to preparing to manage all resources required to meet demand.
True
T/F In the past, departments made decisions independent of each other.
True
T/F Information technology's primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm—such as marketing, sales, finance, manufacturing, and distribution—and between firms.
True
T/F Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.
True
T/F Interactivity measures advertising effectiveness by counting visitor interactions with the target ad, including time spent viewing the ad, number of pages viewed, and number of repeat visits to the advertisement.
True
T/F Inventory turnover is the frequency of inventory replacement.
True
T/F List generators compile customer information from a variety of sources and segment it for different marketing campaigns.
True
T/F Logistics controls processes inside a company (warehouse logistics) and outside a company (transport logistics) and focuses on the physical execution part of the supply chain.
True
T/F Logistics includes the increasingly complex management of processes, information, and communication to take a product from cradle to grave. Cradle to grave provides logistics support.
True
T/F Mass customization is the ability of an organization to tailor its products or services to the customers' specifications. For example, customers can order M&Ms in special colors or with customized sayings such as "Marry Me.
True
T/F Materials are transformed into semi finished and finished products—the organization's own production processes.
True
T/F Plan, source, make, deliver, and return are the five basic supply chain management components.
True
T/F Production and materials management ERP components handle production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control.
True
T/F Production and materials management is a core ERP component.
True
T/F Radio-frequency identification (RFID) uses electronic tags and labels to identify objects wirelessly over short distances.
True
T/F Real-time communication occurs when a system updates information at the same rate it receives it.
True
T/F Robotics focus on creating artificial intelligence devices that can move and react to sensory input.
True
T/F SaaS ERP uses the cloud platform to enable organizations not only to unite around business processes but to gather cloud data across supplier networks and supply chains to drive greater efficiency in manufacturing projects.
True
T/F Search engine ranking evaluates the variables that search engines use to determine where a URL appears on the list of search results.
True
T/F Software customization modifies existing software according to the business's or user's requirements.
True
T/F Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.
True
T/F The WWW provides access to Internet information through documents including text, graphics, audio, and video files that use a special formatting language called HTML.
True
T/F The maker movement is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things.
True
T/F The primary concern with mobile ERP is security of sensitive data, including trade secrets, financial data, and customer data.
True
T/F The process of 3D printing (additive manufacturing) builds—layer by layer in an additive process—a three-dimensional solid object from a digital model.
True
T/F Transaction brokers process online sales transactions.
True
T/F Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.
True
Which of the following terms could you use synonymously when referring to the web?
URL, Domain name
What is increasing the value of the sale?
Up-selling
Where would you find the suppliers' supplier in a typical supply chain?
Upstream
Which term describes the WWW during its first few years of operation between 1991 and 2003?
Web 1.0
What allows customers to use the web to find answers to their questions or solutions to their problems?
Web-based self-service
What is customer relationship management (CRM)?
a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
What is automatic call distribution?
a phone switch routes inbound calls to available agents
What is the World Wide Web Consortium?
an international community that develops open standards to ensure the long-term growth of the Web
What is a back order?
an unfilled customer order for a product that is out of stock
Internet marketers must develop ________ to build strong relationships with customers to ensure loyalty.
consumer trust
What is selling additional products or services to an existing customer?
cross-selling
What is a pure-play business?
A business that operates only on the Internet without a physical store.
What is web-based self-service?
A system that allows customers to use the web to find answers to their questions or solutions to their problems
Which of the following represents sales force automation?
A system that automatically tracks all of the steps in the sales process
What is call scripting?
A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
What is enterprise resource planning?
A system that serves as the organization's backbone in providing fundamental decision-making support
Which component is a credit-management feature typically included in?
Accounting and finance components
Who are the primary users of ERP systems?
Accounting, finance, logistics, and production
Many believe that U.S. tax policy should provide a level playing field for traditional retail businesses, mail order companies, and online merchants. What form of ebusiness challenge is this statement referring to?
Adhering to taxation rules.
Which of the following represents the primary ebusiness revenue models?
Advertising fees, license fees, subscription fees, transaction fees, value-added services fees.
What is the integration of a company's existing management information systems?
Application integration
What are robotics?
Artificial intelligence devices that can move and react to sensory input
Which of the following is a common customer service CRM metric?
Average time (something)
What distributes goods and services to customers?
outbound logistics
What discovers optimal sales channels by selecting the right partners and identifying mutual customers?
partner relationship management
Which type of ebusiness model is Amazon using?
pure play
What is website software that finds other pages based on keyword matching similar to Google?
search engine
What is application integration?
the integration of a company's existing management information systems
What is supply chain management (SCM)?
the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
What is eintegration?
the use of the internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources
What are drones?
unmanned aircraft that can fly autonomously, or without a human
What is McDonald's performing when it asks its customers if they would like to super-size their meals?
up-selling
What is a supply chain planning system?
uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory
What allows users to access the WWW?
web browser
What is supply chain event management (SCEM)?
enables an organization to react more quickly to resolve supply chain issues
What are enterprise systems?
enterprisewide support and data access for a firm's operations and business processes
What acquires raw materials and resources and distributes them to manufacturing as required?
inbound logistics
What is materials management?
includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing
Which of the following metrics represents the time it takes to manufacture a product and deliver it to the retailer?
inventory cycle time
Which of the following categories represents the three common forms of business operations: brick-and-mortar, click-and-mortar, and pure play?
B2C
Which of the following metrics represents an unfilled customer order for a product that is out of stock?
Back order
Which of the following represents businesses buying from and selling to each other over the Internet?
B2B
Which of the following represents the categories for ebusiness models?
B2B, B2C, C2C, C2B.
Carfax is an example of a company that sells its products or services directly to its consumers online. Which ebusiness model is Carfax using?
B2C
Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?
CRM
What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?
Call scripting system
What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
Campaign management system
Which type of ebusiness model best describes Apple?
Click-and-mortar
Which type of ebusiness model is Barnes & Noble using?
Click-and-mortar
What is enterprise application integration (EAI)?
Connects the plans, methods, and tools aimed at integrating separate enterprise system
Which of the following is not considered an advantage of a content management system?
Content management systems increase order entry speed.
Which of the following represents the primary forms of ebusiness?
Content providers, infomediaries, online marketplaces, portals, service providers, transaction brokers.
What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?
Customer service and support
Which of the following is not a valid way that a CRM system can collect information?
Customer's personal computer
What is a type of mediation that refers to the creation of new kinds of intermediaries that simply could not have existed before the advent of ebusiness?
Cybermediation
T/F Inbound logistics distributes goods and services to customers.
False
T/F Information richness measures the number of people a firm can communicate with all over the world.
False
Within software customization, what is key for business process support that spans functional areas and legacy systems?
Data integration
Which of the following terms implies that organizations that cannot adapt to the new demands placed on them for surviving in the information age are doomed to extinction?
Digital Darwinism
Which of the following is not one of the Internet's impacts on information?
Digital divide
Which of the following is not a current CRM trend?
Distributor relationship management
What was the original term for a company operating on the Internet?
Dot-com
Which of the following describes an ERP system?
ERP systems provide a foundation for collaboration between departments, ERP systems enable people in different business areas to communicate, ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance
Which ebusiness component manages the transportation and storage of goods?
Elogistics
Which of the following represents the connecting and communicating tools supporting and driving ebusiness?
Email, instant messaging, podcasting, content management systems, and video and web conferencing.
What provides web-based self-service tools that streamline and automate the human resource department?
Employee relationship management
What is supply chain visibility?
Enables viewing of all areas up and down the supply chain in real time
Hannah teaches many individuals and business professionals how, why, and the benefits and challenges to using social media. Of the four ebusiness challenges which of the following is the most crucial challenge to consider before engaging in social media?
Ensuring consumer protection
Which of the following is not an example of a primary enterprise system?
Enterprise revenue planning
What is the business-to-business (B2B) online purchase and sale of supplies and services?
Eprocurement
What are the primary features of ebusiness components?
Eprocurement and elogistics
What is another name for an eshop?
Estore or etailer
T/F A URL is a program that runs within another application such as a website.
False
T/F A universal resource locator (URL) identifies a URL address.
False
T/F Automatic call distribution directs customers to use touch-tone phones or keywords to navigate or provide information.
False
T/F Call scripting falls under the category of the sales department's CRM tools.
False
T/F Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and chat.
False
T/F Contact management falls under the category of the customer service department's CRM tools
False
T/F Core ERP components are the extra components that meet organizational needs not covered by the core components and primarily focus on external operations.
False
T/F Cradle-to-grave provides materials management support.
False
T/F Cross-selling is increasing the value of the sale.
False
T/F Customer data management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
False
T/F Employee relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects
False
T/F In reintermediation, steps are removed from the value chain as new players find ways to add value to the business process.
False
As a trainer for Olympia Healthcare, Kelsey is faced with many challenges to properly train her new hires. There are over 15 different locations where Olympia employees work across the Buffalo metro area. Kelsey decides to implement some valuable ebusiness tools to help reduce traveling costs, increase speed, and provide flexibility for completing training sessions with all the new hires. Kelsey primarily uses PowerPoints and videos during her training modules. What is the most effective ebusiness tool for Kelsey to implement and accomplish all of her training goals?
Webinar
Which of the following questions can logistics help a company answer?
What path should the vehicles follow when delivering the goods?
Which of the following questions can procurement help a company answer?
What quantity of raw materials should we purchase to minimize spoilage? How can we guarantee that our raw materials meet production needs? At what price can we purchase materials to guarantee profitability?
What is uplift modeling?
a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products