Quiz 9 MIS

Which of the following customer relationship management applications provides analysis of customer data? Operational SFA Operational CRM Analytical SFA Operational SCM Analytical CRM

Analytical CRM

Which of the following tools is used to analyzing customer buying patterns? CLTV Analytical CRM SFA Demand planning Operational CRM

Analytical CRM

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? Web services Data dictionaries Configuration tables Groupware Middleware

Configuration tables

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? Cost per sale Cost per lead Churn rate Customer average value Customer lifetime value

Customer lifetime value

Which supply chain planning function determines how much product is needed to satisfy all customer demands? Order planning Distribution management Replenishment planning Customer planning Demand planning

Demand planning

Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers? Upstream portion of the supply chain Supplier's internal supply chain Onstream portion of the supply chain External supply chain Downstream portion of the supply chain

Downstream portion of the supply chain

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. PRM DRM ERM SCM SFA

ERM

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? Groupware Process management software Supply chain management systems CRM software ERP systems

ERP systems

CRM systems help businesses achieve which of the following business objectives? Automated production forecasts Enhanced supplier intimacy Enhanced customer intimacy Faster time to market with new products and services Automated accounting processes

Enhanced customer intimacy

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

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

Which of the following is not true about enterprise systems? Enterprise system data have standardized definitions and formats that are accepted by the entire organization. Enterprise software includes analytical tools to evaluate overall organizational performance. Enterprise software is expressly built to allow companies to mimic their unique business practices. Enterprise systems help firms respond rapidly to customer requests for information or products. Enterprise systems provide firm-wide information to help managers make better decisions.

Enterprise software is expressly built to allow companies to mimic their unique business practices.

True or 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

Which of the following would not be considered a contact point? E-mail Facebook Intranet Retail store Website

Intranet

Why isn't overstocking warehouses an effective solution for a problem of low availability? It is an inefficient use of raw materials. It lowers fill rate. It increases sales costs. It does not speed product time to market. It increases inventory costs.

It increases inventory costs.

Which of the following is not an example of next-generation enterprise applications? Openbravo Salesforce.com Social CRM Apache Open for Business (OFBiz) JDA Software

JDA Software

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 Events management returns management Channel promotions management Customer satisfaction management

Lead management

The difference between push- and pull-based models is summarized by which of the following slogans? Push what we make, not pull what we make. Make what we sell, not sell what we make. Make what we push, not push what we sell. Pull what we make, not push what we sell. Sell what we make, not make what we sell.

Make what we sell, not sell what we make.

_______ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. Employee Next-generation Partner Operational Analytical

Operational

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

PRM

From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors? Infor Global Solutions IBM Oracle Microsoft SAP

SAP

_______ 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 Customer Complex Marketing SOA

SFA

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? Continuous replenishment Demand planning Safety stock Perfect information Just-in-time strategies

Safety stock

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

Select the functions of the system you wish to use.

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 delivery system Supply chain planning system Supply chain execution system Supply chain demand system Supply chain optimization system

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 demand system Supply chain optimization system Supply chain delivery system Supply chain planning system Supply chain execution system

Supply chain planning system

Concurrent supply chains are made possible by which technology? The Internet Supply-chain management systems ERP systems Just-in-time supply-chain technologies Extranets

The Internet

True or False An enterprise system can help reduce redundant business processes.

True

True or False? Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

True

True or False? Enterprise systems require fundamental changes in the way the business operates.

True

True or False? Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.

True

True or False? 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 External supply chain Onstream portion of the supply chain Supplier's internal supply chain Downstream portion of the supply chain

Upstream portion of the supply chain

Customer service modules in CRM systems provide tools for: managing sales prospect and contact information. capturing prospect and customer data. organizing effective marketing campaigns. identifying profitable and unprofitable customers. assigning and managing customer service requests.

assigning and managing customer service requests.

Customer service modules in CRM systems provide tools for: organizing effective marketing campaigns. identifying profitable and unprofitable customers. assigning and managing customer service requests. capturing prospect and customer data. managing sales prospect and contact information.

assigning and managing customer service requests.

Marketing modules in CRM systems provide tools for all of the following except: identifying opportunities for cross-selling. assigning and managing customer service requests. capturing prospect and customer data. qualifying leads. identifying profitable and unprofitable customers.

assigning and managing customer service requests.

Enterprise software is built around thousands of predefined business processes that reflect: best practices. government regulations. industry benchmarks. cutting edge workflow analyses. the firm's culture.

best practices.

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 diffraction whirlpool network ripple

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. PRM social media SOA business intelligence ERM

business intelligence

Operational CRM applications include tools for all of the following except: sales force automation. calculating CLTV. customer service support. call center support. marketing automation.

calculating CLTV

In order to achieve maximum benefit from an enterprise software package, a business should: select only the software that best matches its existing business processes. retain legacy systems that best work with the software. use only the processes in the software that match its own processes. change the way it works to match the software's business processes. customize the software to match all of its business processes.

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

The measurement of the number of customers who stop using or purchasing products or services from a company is called: switch rate. turnover percentage. switching costs. churn rate. CLTV.

churn rate

Selling a customer with a checking account a home improvement loan is an example of: direct marketing. cross-selling sales force automation. operational CRM. cross-channel promotions.

cross-selling

The total time it takes to complete a business process, from start to finish, is called its ________ time. development actualization service fulfillment cycle

cycle

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

demand-driven

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. ERP systems legacy systems cloud solutions middleware e-business suites

e-business suites

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system. touch point optimization planning execution management

execution

true or false? All CRM packages contain modules for PRM and ERM.

false

true or false? In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.

false

true or false? In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.

false

true or false? 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

true or false? The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

false

true or false? Walmart is an example of a push-based model.

false

Supply chain execution systems provide all of the following functions except: generating demand forecasts for products. managing materials. managing warehouse operations. tracking the flow of finished goods. managing the financial information involving all parties.

generating demand forecasts for products.

The business value of an effective supply chain management system includes all of the following except: increased inventory levels. improved delivery service. faster time to market. cost reduction. supply matched to demand.

increased inventory levels.

Components or parts of finished products are referred to as: raw materials. mid-chain products. intermediate products. upstream materials. secondary products.

intermediate products.

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. streamlined just-in-time safety-stock bullwhip frictionless

just-in-time

If manufacturers had perfect information, they could implement a: hyper-efficient strategy. streamlined strategy. frictionless strategy. bullwhip strategy. just-in-time strategy.

just-in-time strategy.

SFA modules in CRM systems provide tools for all of the following except: sales forecasting. territory management. team selling. managing customer service requests. managing sales prospect and contact information

managing customer service requests.

Customer relationship management systems typically provide software and online tools for sales, customer service, and: human resources. account management. marketing. advertising. public relations.

marketing.

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except: centralize procurement activities. centralize financial activities. obtain lower prices for raw materials. reduce requisition-to-pay cycle times. reduce accounts payable transaction processing.

obtain lower prices for raw materials.

Major CRM products typically have all of the following service capabilities except: service analytics. returns management. call center & help desk. customer satisfaction management. order management.

order management.

Manufacturing and production processes include all of the following except: quality control. procurement. transportation execution. material requirements planning. product configuration.

product configuration.

A supply chain driven by actual customer orders or purchases follows a ________ model. optimized pull-based replenishment-driven push-based build-to-stock

pull-based

Walmart's continuous replenishment system is an example of a ________ model. supply chain optimization enterprise-based pull-based forecast-based push-based

pull-based

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers. raw materials intermediate products basic products nascent products natural resources

raw materials

The bullwhip effect can be countered by: globalization. reducing information uncertainty. implementing a CRM. product differentiation. disintermediation.

reducing information uncertainty.

Using social networking tools to converse with customers is called: PRM. social CRM. ERM. operational CRM. analytical CRM.

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: marketing channel. information system. supply chain. value chain. distribution channel.

supply chain.

A ________ is a method of interaction with a customer, such as telephone or customer service desk. point of service touch point client channel sales point point of presence

touch point

Supply chain planning systems perform all of the following functions except: determine where to store finished goods. identify the transportation mode to use for product delivery. establish inventory levels for raw materials and finished goods. track the physical status of goods. determine how much product to manufacture in a given time period.

track the physical status of goods

true or false? Extensive customization of enterprise software may degrade system performance.

true

true or false? 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

true or false? CRM software can help organizations identify high-value customers for preferential treatments.

true

true or false? Churn rate is an important indicator of the growth or decline of a company's customer base.

true

true or false? Cross-selling is the marketing of complementary products to customers.

true

true or false? Enterprise applications are based on organization-wide definitions of data.

true

true or false? Enterprise applications introduce switching costs

true

true or false? Enterprise systems include analytical tools.

true

true or false? Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

true

true or false? Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

true

true or false? SCM systems require multiple organizations to share information and business processes.

true

true or false? Safety stock acts as a buffer for the lack of flexibility in the supply chain.

true

true or false? Supply chain management systems are a type of enterprise system.

true

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers. web services just-in-time strategy employee relationship management cross-selling operational CRM

web services