Question 1

Describe SCM, CRM, and ERP and the differences among them.

Accepted Answer

Supply chain management (SCM) involves t

Question 2

What type of process includes order processing, customer service, sales processing, customer billing, and order shipping?

Accepted Answer

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

Question 3

What is enterprise resource planning (ERP)?

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 4

Which question below represents a CRM analyzing technology question?

Accepted Answer

A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these 
A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these

Question 5

The Internet can completely replace the phone and face-to-face communications with customers.

Accepted Answer

A) True 
 B)False

Question 6

Strategic planning is a customer-facing business process.

Accepted Answer

A) True 
 B)False

Question 7

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?

Accepted Answer

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

Question 8

Business process reengineering is the analysis and redesign of workflow within and between enterprises.

Accepted Answer

A) True 
 B)False

Question 9

Which of the below represents business processes you would find in the human resources department?

Accepted Answer

A)  Hiring employees 
B)  Enrolling employees in health care 
C)  Tracking vacation and sick time 
D)  All of the choices are correct 
A)  Hiring employees 
B)  Enrolling employees in health care 
C)  Tracking vacation and sick time 
D)  All of the choices are correct

Question 10

In the basic supply chain, return refers to preparing to manage all resources required to meet demands.

Accepted Answer

A) True 
 B)False

Question 11

What is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability?

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 12

Which of the following explains why a company would implement a BPR strategy?

Accepted Answer

A)  To encourage competition 
B)  To decrease customers 
C)  To deliver added value for the customer 
D)  To create data 
A)  To encourage competition 
B)  To decrease customers 
C)  To deliver added value for the customer 
D)  To create data

Question 13

Most business processes are cross-functional or cross-departmental processes that span the entire organization. Which of the below does not represent a cross-functional business process?

Accepted Answer

A)  Acquiring customers 
B)  Loan processing 
C)  Taking a product from concept to market 
D)  Processing payroll 
A)  Acquiring customers 
B)  Loan processing 
C)  Taking a product from concept to market 
D)  Processing payroll

Question 14

What involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability?

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

Which of the following is a customer-facing process?

Accepted Answer

A)  Communicating with customers 
B)  Strategic goal setting 
C)  Providing performance feedback and rewards 
D)  Purchasing raw materials 
A)  Communicating with customers 
B)  Strategic goal setting 
C)  Providing performance feedback and rewards 
D)  Purchasing raw materials

Question 16

In the basic supply chain, make refers to manufacturing products and creating production schedules.

Accepted Answer

A) True 
 B)False

Question 17

What is enterprise resource planning?

Accepted Answer

A)  The analysis and redesign of workflow within and between enterprises 
B)  A standardized set of activities that accomplish as specific task, such as processing a customer's order 
C)  Integration of 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 
D)  The increase of customer loyalty and retention and an organization's profitability by managing all aspects of a customer's relationship with an organization 
A)  The analysis and redesign of workflow within and between enterprises 
B)  A standardized set of activities that accomplish as specific task, such as processing a customer's order 
C)  Integration of 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 
D)  The increase of customer loyalty and retention and an organization's profitability by managing all aspects of a customer's relationship with an organization

Question 18

Which of the following departments is primarily responsible for promoting discounts, attracting customers, processing sales, and communicating marketing campaigns?

Accepted Answer

A)  Accounting and Finance 
B)  Marketing and Sales 
C)  Operations Management 
D)  Human Resources 
A)  Accounting and Finance 
B)  Marketing and Sales 
C)  Operations Management 
D)  Human Resources

Question 19

What is the analysis and redesign of workflow within and between enterprises?

Accepted Answer

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

Question 20

Which question below represents a CRM predicting technology question?

Accepted Answer

A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these. 
A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these.

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

Describe SCM, CRM, and ERP and the differences among them.

What type of process includes order processing, customer service, sales processing, customer billing, and order shipping?

What is enterprise resource planning (ERP)?

Which question below represents a CRM analyzing technology question?

The Internet can completely replace the phone and face-to-face communications with customers.

Strategic planning is a customer-facing business process.

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?

Business process reengineering is the analysis and redesign of workflow within and between enterprises.

Which of the below represents business processes you would find in the human resources department?

In the basic supply chain, return refers to preparing to manage all resources required to meet demands.

What is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability?

Which of the following explains why a company would implement a BPR strategy?

Most business processes are cross-functional or cross-departmental processes that span the entire organization. Which of the below does not represent a cross-functional business process?

What involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability?

Which of the following is a customer-facing process?

In the basic supply chain, make refers to manufacturing products and creating production schedules.

What is enterprise resource planning?

Which of the following departments is primarily responsible for promoting discounts, attracting customers, processing sales, and communicating marketing campaigns?

What is the analysis and redesign of workflow within and between enterprises?

Which question below represents a CRM predicting technology question?

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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