Question 1

Identify five benefits of customer-relationship management systems.

Accepted Answer

Benefits include: better customer servic

Question 2

You have been asked to implement enterprise software for a manufacturer of kitchen appliances.What is the first step you should take?

Accepted Answer

A) Select the functions of the system you wish to use. 
B) Select the business processes you wish to automate. 
C) Map the company's business processes to the software's business processes. 
D) Map the software's business processes to the company's business processes. 
A) Select the functions of the system you wish to use. 
B) Select the business processes you wish to automate. 
C) Map the company's business processes to the software's business processes. 
D) Map the software's business processes to the company's business processes.

Question 3

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

Question 4

Identify at least four benefits and four challenges of enterprise systems.

Accepted Answer

Benefits include: increasing operational

Question 5

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

Accepted Answer

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

Question 6

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 best describes:

Accepted Answer

A) process management software. 
B) ERP systems. 
C) groupware. 
D) application software. 
A) process management software. 
B) ERP systems. 
C) groupware. 
D) application software.

Question 7

Enterprise systems require fundamental changes in the way the business operates.

Accepted Answer

A) True 
 B)False

Question 8

Identify two supply-chain models.Which is better?

Accepted Answer

Push-based and pull-based models were di

Question 9

Enterprise systems include analytical tools.

Accepted Answer

A) True 
 B)False

Question 10

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

Accepted Answer

A) push;pull 
B) demand;continual 
C) upstream;downstream 
D) planning;execution 
A) push;pull 
B) demand;continual 
C) upstream;downstream 
D) planning;execution

Question 11

Cross-selling markets complementary products to customers.

Accepted Answer

A) True 
 B)False

Question 12

Major CRM application software vendors include Siebel Systems,PeopleSoft,SAP,and Salesforce.com.

Accepted Answer

A) True 
 B)False

Question 13

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Accepted Answer

A) True 
 B)False

Question 14

CRM software can help organizations identify high-value customers for preferential treatments.

Accepted Answer

A) True 
 B)False

Question 15

In order to achieve maximum benefit from an enterprise software package,a business:

Accepted Answer

A) customizes the software to match all of its business processes. 
B) uses only the processes in the software that match its own processes. 
C) changes the way it works to match the software's business processes. 
D) selects only the software that best matches its existing business processes. 
A) customizes the software to match all of its business processes. 
B) uses only the processes in the software that match its own processes. 
C) changes the way it works to match the software's business processes. 
D) selects only the software that best matches its existing business processes.

Question 16

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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.

Accepted Answer

A) network 
B) bullwhip 
C) ripple 
D) whirlpool 
A) network 
B) bullwhip 
C) ripple 
D) whirlpool

Question 19

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Accepted Answer

A) Returns management 
B) Lead management 
C) Channel promotions management 
D) Events management 
A) Returns management 
B) Lead management 
C) Channel promotions management 
D) Events management

Question 20

________ consists of a set of interdependent software modules that support basic internal business processes for finance and accounting,human resources,manufacturing and production,and sales and marketing.

Accepted Answer

A) SCM software 
B) PRM software 
C) Enterprise software 
D) Service platforms 
A) SCM software 
B) PRM software 
C) Enterprise software 
D) Service platforms

Identify five benefits of customer-relationship management systems.

You have been asked to implement enterprise software for a manufacturer of kitchen appliances.What is the first step you should take?

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

Identify at least four benefits and four challenges of enterprise systems.

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

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 best describes:

Enterprise systems require fundamental changes in the way the business operates.

Identify two supply-chain models.Which is better?

Enterprise systems include analytical tools.

Supply chain software can be classified as either supply chain systems or supply chain systems.

Cross-selling markets complementary products to customers.

Major CRM application software vendors include Siebel Systems,PeopleSoft,SAP,and Salesforce.com.

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

CRM software can help organizations identify high-value customers for preferential treatments.

In order to achieve maximum benefit from an enterprise software package,a business:

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

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

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.

Which of the following is an important capability for sales processes that is found in most major CRM software products?

________ consists of a set of interdependent software modules that support basic internal business processes for finance and accounting,human resources,manufacturing and production,and sales and marketing.

Business Information Systems in Your Career

Global E-Business and Collaboration

Achieving Competitive Advantage With Information Systems

IT Infrastructure: Hardware and Software

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets,digital Goods

Improving Decision Making and Managing Knowledge

Building Information Systems and Managing Projects

Ethical and Social Issues in Information Systems

Filters

Exam 8: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Identify five benefits of customer-relationship management systems.

You have been asked to implement enterprise software for a manufacturer of kitchen appliances.What is the first step you should take?

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

Identify at least four benefits and four challenges of enterprise systems.

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

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 best describes:

Enterprise systems require fundamental changes in the way the business operates.

Identify two supply-chain models.Which is better?

Enterprise systems include analytical tools.

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

Cross-selling markets complementary products to customers.

Major CRM application software vendors include Siebel Systems,PeopleSoft,SAP,and Salesforce.com.

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

CRM software can help organizations identify high-value customers for preferential treatments.

In order to achieve maximum benefit from an enterprise software package,a business:

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

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

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.

Which of the following is an important capability for sales processes that is found in most major CRM software products?

________ consists of a set of interdependent software modules that support basic internal business processes for finance and accounting,human resources,manufacturing and production,and sales and marketing.

Business Information Systems in Your Career

Global E-Business and Collaboration

Achieving Competitive Advantage With Information Systems

IT Infrastructure: Hardware and Software

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets,digital Goods

Improving Decision Making and Managing Knowledge

Building Information Systems and Managing Projects

Ethical and Social Issues in Information Systems

Filters

Supply chain software can be classified as either supply chain systems or supply chain systems.