Question 1

In the past, departments made decisions independent of each other.

Accepted Answer

A) True 
 B)False  True

Question 2

The accounting and finance department performs processes such as creating financial statements, paying accounts payables, and collecting accounts receivables. What form of processes do these represent?

Accepted Answer

A)  Customer-facing processes 
B)  Business-facing processes 
C)  Industry-specific customer-facing processes 
D)  All of the choices are correct 
A)  Customer-facing processes 
B)  Business-facing processes 
C)  Industry-specific customer-facing processes 
D)  All of the choices are correct B

Question 3

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Accepted Answer

A)  CRM reporting technologies 
B)  CRM analyzing technologies 
C)  CRM processing technologies 
D)  CRM predicting technologies 
A)  CRM reporting technologies 
B)  CRM analyzing technologies 
C)  CRM processing technologies 
D)  CRM predicting technologies D

Question 4

Which of the following processes focuses on the entire customer order process and operates across functional departments?

Accepted Answer

A)  Order to delivery process 
B)  Customer billing process 
C)  Customer loan process 
D)  All of the choices are correct 
A)  Order to delivery process 
B)  Customer billing process 
C)  Customer loan process 
D)  All of the choices are correct

Question 5

Which of the following can a customer use to contact an organization?

Accepted Answer

A)  Telephone 
B)  Email 
C)  Web access 
D)  All of these 
A)  Telephone 
B)  Email 
C)  Web access 
D)  All of these

Question 6

SCM systems create the integrations or tight process and information linkages between all participants in the supply chain.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is not one of the five basic components of supply chain management?

Accepted Answer

A)  Plan 
B)  Source 
C)  Cost 
D)  Deliver 
A)  Plan 
B)  Source 
C)  Cost 
D)  Deliver

Question 8

What is customer relationship management (CRM)?

Accepted Answer

A)  The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
B)  Integration of 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 enterprise-wide information about all business operations 
C)  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 
D)  Connection of the plans, methods, and tools aimed at integrating separate enterprise system 
A)  The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
B)  Integration of 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 enterprise-wide information about all business operations 
C)  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 
D)  Connection of the plans, methods, and tools aimed at integrating separate enterprise system

Question 9

In the basic supply chain, source refers to building relationships with suppliers to procure raw materials.

Accepted Answer

A) True 
 B)False

Question 10

Identify how an organization can use business process reengineering to improve its business.

Accepted Answer

Companies frequently strive to improve t

Question 11

What does customer relationship management involve?

Accepted Answer

A)  Analyzing and redesigning workflow within and between enterprises 
B)  Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
C)  Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability 
D)  Integrating all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations 
A)  Analyzing and redesigning workflow within and between enterprises 
B)  Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
C)  Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability 
D)  Integrating all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations

Question 12

Summarize why CRM must be embraced on an enterprise-wide level, along with the types of things an organization can determine when using a CRM system.

Accepted Answer

If an organization does not embrace CRM

Question 13

Which of the following is not one of the three phases in the evolution of CRM?

Accepted Answer

A)  Reporting 
B)  Analyzing 
C)  Processing 
D)  Predicting 
A)  Reporting 
B)  Analyzing 
C)  Processing 
D)  Predicting

Question 14

What integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations?

Accepted Answer

A)  Business process reengineering 
B)  Supply chain management 
C)  Customer relationship management 
D)  Enterprise resource planning 
A)  Business process reengineering 
B)  Supply chain management 
C)  Customer relationship management 
D)  Enterprise resource planning

Question 15

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 16

What does supply chain management involve?

Accepted Answer

A)  Analyzing and redesigning workflow within and between enterprises 
B)  Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
C)  Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability 
D)  Integrating all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations 
A)  Analyzing and redesigning workflow within and between enterprises 
B)  Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
C)  Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability 
D)  Integrating all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations

Question 17

What is supply chain management (SCM)?

Accepted Answer

A)  The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
B)  Takes information entered into a given system and sends it automatically to all downstream systems and processes 
C)  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 
D)  Connects the plans, methods, and tools aimed at integrating separate enterprise system 
A)  The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability 
B)  Takes information entered into a given system and sends it automatically to all downstream systems and processes 
C)  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 
D)  Connects the plans, methods, and tools aimed at integrating separate enterprise system

Question 18

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 19

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Accepted Answer

A)  Plan 
B)  Source 
C)  Deliver 
D)  Return 
A)  Plan 
B)  Source 
C)  Deliver 
D)  Return

Question 20

Plan, source, make, deliver, and return are the five basic supply chain management components.

Accepted Answer

A) True 
 B)False

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

In the past, departments made decisions independent of each other.

The accounting and finance department performs processes such as creating financial statements, paying accounts payables, and collecting accounts receivables. What form of processes do these represent?

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Which of the following processes focuses on the entire customer order process and operates across functional departments?

Which of the following can a customer use to contact an organization?

SCM systems create the integrations or tight process and information linkages between all participants in the supply chain.

Which of the following is not one of the five basic components of supply chain management?

What is customer relationship management (CRM)?

In the basic supply chain, source refers to building relationships with suppliers to procure raw materials.

Identify how an organization can use business process reengineering to improve its business.

What does customer relationship management involve?

Summarize why CRM must be embraced on an enterprise-wide level, along with the types of things an organization can determine when using a CRM system.

Which of the following is not one of the three phases in the evolution of CRM?

What integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations?

The evolution of CRM is reporting, analyzing, and predicting.

What does supply chain management involve?

What is supply chain management (SCM)?

RFM stands for Regency, Frequency, and Monetary.

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Plan, source, make, deliver, and return are the five basic supply chain management components.

Business Driven Technology

Identifying Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Building a Customer-Centric Organizationcustomer Relationship Management

Integrating the Organization From End to Endenterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Building a Customer-Centric Organizationcustomer Relationship Management

Integrating the Organization From End to Endenterprise Resource Planning

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