Question 1

Which question below represents a CRM reporting technology example?

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 2

Which of the following represents a business-facing process?

Accepted Answer

A) Loan processing 
B) Order processing 
C) Strategic planning 
D) Customer billing 
A) Loan processing 
B) Order processing 
C) Strategic planning 
D) Customer billing

Question 3

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 4

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

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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 enterprisewide 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 enterprisewide 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 7

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 enterprisewide information about all business operations.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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 enterprisewide 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 enterprisewide 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 10

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

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

Question 11

Which of the following will help an organization maintain consistent business operations?

Accepted Answer

A) Marketing, sales, and accounting departments decide to use the same vendor for a new system. 
B) Sales decides to implement a new system without considering other departments. 
C) A new office policy states that all managers can implement their own policies for purchasing supplies and materials. 
D) Marketing decides to save customer's email addresses in the marketing system, even though other organizational systems do not have this capability. 
A) Marketing, sales, and accounting departments decide to use the same vendor for a new system. 
B) Sales decides to implement a new system without considering other departments. 
C) A new office policy states that all managers can implement their own policies for purchasing supplies and materials. 
D) Marketing decides to save customer's email addresses in the marketing system, even though other organizational systems do not have this capability.

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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.

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Which of the following departments is primarily responsible for promoting discounts, attracting customers, 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 16

What includes the tasks, activities, and responsibilities required to execute each step in a business process?

Accepted Answer

A) Workflow 
B) Relationships 
C) Automation 
D) Supply chain 
A) Workflow 
B) Relationships 
C) Automation 
D) Supply chain

Question 17

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

Accepted Answer

A) Ordering inventory 
B) Enrolling employees in health care benefits 
C) Promoting of discounts 
D) Creating financial statements 
A) Ordering inventory 
B) Enrolling employees in health care benefits 
C) Promoting of discounts 
D) Creating financial statements

Question 18

In terms of Porter's Five Forces Model, explain the benefits an organization can receive from implementing an efficient and effective SCM system.

Accepted Answer

Decrease the power of its buyers, increa

Question 19

Which of the following represents a business process you would find in the operations management department?

Accepted Answer

A) Ordering inventory 
B) Processing sales 
C) Promoting discounts 
D) Paying of accounts payable 
A) Ordering inventory 
B) Processing sales 
C) Promoting discounts 
D) Paying of accounts payable

Question 20

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 enterprisewide 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 enterprisewide information on all business operations.

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

Which question below represents a CRM reporting technology example?

Which of the following represents a business-facing process?

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

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

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

What is customer relationship management (CRM)?

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 enterprisewide information about all business operations.

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

What is enterprise resource planning (ERP)?

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

Which of the following will help an organization maintain consistent business operations?

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

Which question below represents a CRM predicting technology question?

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

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

What includes the tasks, activities, and responsibilities required to execute each step in a business process?

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

In terms of Porter's Five Forces Model, explain the benefits an organization can receive from implementing an efficient and effective SCM system.

Which of the following represents a business process you would find in the operations management department?

What does supply chain management involve?

Business Driven Technology

Identifying Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Information Databases

Accessing Organizational Information Data Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organization Decision Making

Extending the Organization Supply Chain Management

Building a Customer-Centric Organization Customer Relationship Management

Integrating the Organization From End to End Enterprise Resource Planning

Creating Innovative Organizations

E-business

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

B: Extension: A Business Basics

B: Extension: A Business Process

B: Extension: A Hardware and Software Basics

B: Extension: A Mis Infrastructures

B: Extension: A Networks and Telecommunications

B: Extension: A Information Security

B: Extension: A Ethics

B: Extension: A Operations Management

B: Extension: A Sustainable Mis Infrastructures

B: Extension: A Business Intelligence

B: Extension: A Global Information Systems

B: Extension: A Global Trends

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