Question 1

The total time it takes to complete a business process, from start to finish, is called its ________ time.

Accepted Answer

A)  development 
B)  cycle 
C)  fulfillment 
D)  service 
E)  actualization 
A)  development 
B)  cycle 
C)  fulfillment 
D)  service 
E)  actualization

Question 2

Which of the following is not one of the four types of customers described in the case study on Graybar?

Accepted Answer

A)  core customers 
B)  opportunistic customers 
C)  marginal customers 
D)  service-drain customers 
E)  niche customers 
A)  core customers 
B)  opportunistic customers 
C)  marginal customers 
D)  service-drain customers 
E)  niche customers

Question 3

A supply chain driven by actual customer orders or purchases follows a ________ model.

Accepted Answer

A)  pull-based 
B)  build-to-stock 
C)  push-based 
D)  replenishment-driven 
E)  optimized 
A)  pull-based 
B)  build-to-stock 
C)  push-based 
D)  replenishment-driven 
E)  optimized

Question 4

Walmart's continuous replenishment system is an example of a ________ model.

Accepted Answer

A)  push-based 
B)  pull-based 
C)  enterprise-based 
D)  supply chain optimization 
E)  forecast-based 
A)  push-based 
B)  pull-based 
C)  enterprise-based 
D)  supply chain optimization 
E)  forecast-based

Question 5

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Accepted Answer

A)  point of presence 
B)  touch point 
C)  sales point 
D)  client channel 
E)  point of service 
A)  point of presence 
B)  touch point 
C)  sales point 
D)  client channel 
E)  point of service

Question 6

Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

Accepted Answer

A) True 
 B)False

Question 7

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

Accepted Answer

A)  e-business suites 
B)  ERP systems 
C)  middleware 
D)  legacy systems 
E)  cloud solutions 
A)  e-business suites 
B)  ERP systems 
C)  middleware 
D)  legacy systems 
E)  cloud solutions

Question 8

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Accepted Answer

A)  Analytical 
B)  Employee 
C)  Operational 
D)  Partner 
E)  Next-generation 
A)  Analytical 
B)  Employee 
C)  Operational 
D)  Partner 
E)  Next-generation

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

All of the following service capabilities would be found in major CRM products except

Accepted Answer

A)  customer satisfaction management. 
B)  returns management. 
C)  call center & help desk. 
D)  service analytics. 
E)  order management. 
A)  customer satisfaction management. 
B)  returns management. 
C)  call center & help desk. 
D)  service analytics. 
E)  order management.

Question 12

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Accepted Answer

A)  safety stock 
B)  continuous replenishment 
C)  just-in-time strategies 
D)  demand planning 
E)  perfect information 
A)  safety stock 
B)  continuous replenishment 
C)  just-in-time strategies 
D)  demand planning 
E)  perfect information

Question 13

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.

Accepted Answer

A)  demand 
B)  delivery 
C)  optimization 
D)  execution 
E)  planning 
A)  demand 
B)  delivery 
C)  optimization 
D)  execution 
E)  planning

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Supply chain management systems are a type of enterprise system.

Accepted Answer

A) True 
 B)False

Question 16

Concurrent supply chains are made possible by which technology?

Accepted Answer

A)  ERP systems 
B)  the Internet 
C)  supply-chain management systems 
D)  just-in-time supply-chain technologies 
E)  extranets 
A)  ERP systems 
B)  the Internet 
C)  supply-chain management systems 
D)  just-in-time supply-chain technologies 
E)  extranets

Question 17

Identify five benefits of customer relationship management systems.

Accepted Answer

Benefits include: better customer servic

Question 18

Which of the following statements about enterprise applications is not true?

Accepted Answer

A)  Enterprise applications require organizational learning. 
B)  Enterprise applications introduce "switching costs." 
C)  Enterprise applications are based on organization-wide definitions of data. 
D)  Enterprise applications require fundamental changes in the way a business operates. 
E)  Enterprise applications are best implemented when few changes in business processes are required. 
A)  Enterprise applications require organizational learning. 
B)  Enterprise applications introduce "switching costs." 
C)  Enterprise applications are based on organization-wide definitions of data. 
D)  Enterprise applications require fundamental changes in the way a business operates. 
E)  Enterprise applications are best implemented when few changes in business processes are required.

Question 19

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

Accepted Answer

A)  social media 
B)  PRM 
C)  ERM 
D)  SOA 
E)  business intelligence 
A)  social media 
B)  PRM 
C)  ERM 
D)  SOA 
E)  business intelligence

Question 20

Supply chain complexity and scale increases when firms

Accepted Answer

A)  move to globalization. 
B)  manage the procurement, manufacturing, and distribution functions themselves. 
C)  outsource more labor. 
D)  modify their existing workflows to comply with supply-chain management systems. 
E)  develop products and services that coordinate with many firms and suppliers. 
A)  move to globalization. 
B)  manage the procurement, manufacturing, and distribution functions themselves. 
C)  outsource more labor. 
D)  modify their existing workflows to comply with supply-chain management systems. 
E)  develop products and services that coordinate with many firms and suppliers.

The total time it takes to complete a business process, from start to finish, is called its ________ time.

Which of the following is not one of the four types of customers described in the case study on Graybar?

A supply chain driven by actual customer orders or purchases follows a ________ model.

Walmart's continuous replenishment system is an example of a ________ model.

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

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

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

All of the following service capabilities would be found in major CRM products except

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.

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

Supply chain management systems are a type of enterprise system.

Concurrent supply chains are made possible by which technology?

Identify five benefits of customer relationship management systems.

Which of the following statements about enterprise applications is not true?

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

Supply chain complexity and scale increases when firms

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems, Organizations, and Strategy

Ethical and Social Issues in Information Systems

It Infrastructure and Emerging Technologies

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Managing Knowledge

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

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Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

The total time it takes to complete a business process, from start to finish, is called its ________ time.

Which of the following is not one of the four types of customers described in the case study on Graybar?

A supply chain driven by actual customer orders or purchases follows a ________ model.

Walmart's continuous replenishment system is an example of a ________ model.

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

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

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

All of the following service capabilities would be found in major CRM products except

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.

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

Supply chain management systems are a type of enterprise system.

Concurrent supply chains are made possible by which technology?

Identify five benefits of customer relationship management systems.

Which of the following statements about enterprise applications is not true?

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

Supply chain complexity and scale increases when firms

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems, Organizations, and Strategy

Ethical and Social Issues in Information Systems

It Infrastructure and Emerging Technologies

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Managing Knowledge

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters