Exam 3: Strategic Initiatives for Implementing Competitive Advantages

What form of processes include loan processing for a bank, claims processing for an insurance company, reservation processing for a hotel, and baggage handling for an airline?

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

In the basic supply chain, return refers to supporting customers and product returns.

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

What can effective and efficient supply chain management systems enable an organization to accomplish?

What is the difference between customer-facing processes and business-facing processes?

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Which of the below business processes would you find in the marketing and sales division?

Business-facing processes or back-office processes are invisible to the external customer but essential to the effective management and operation of the business.

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish?

Back-office operations deal directly with the customer.

Which of the following is an organizational result from an effective and efficient supply chain management system?

What does supply chain management involve?

In the basic supply chain, source refers to planning for transportation of goods to customers.

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 enterprise-wide information about all business operations.

What is an organization performing when it asks questions such as "why was revenue so high"?

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

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's ________ centers directly to P&G's ________ centers.

Which of the following processes would be found in the operations management department?