Question 1

What is supply chain management (SCM)?

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) Takes information entered into a given system and sends it automatically to all downstream systems and processes. 
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) Connects 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) Takes information entered into a given system and sends it automatically to all downstream systems and processes. 
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) Connects the plans, methods, and tools aimed at integrating separate enterprise system.

Question 2

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

Accepted Answer

A) Creating production schedules 
B) Communicating marketing campaigns 
C) Hiring employees 
D) Processing sales 
A) Creating production schedules 
B) Communicating marketing campaigns 
C) Hiring employees 
D) Processing sales

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Accepted Answer

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

Question 5

Why is CRM one of the most valuable assets a company can acquire?

Accepted Answer

A) Since organizations have not been successful in implementing SCM systems, they have turned their resources towards CRM. 
B) CRM has proven to increase customer loyalty and retention and an organization's profitability. 
C) It is easy for a company to steal their competitors' loyal and devoted customers, therefore companies need a viable process for targeting competitor's customers. 
D) Without CRM it is impossible to effectively manage or cross-sell products to customers. 
A) Since organizations have not been successful in implementing SCM systems, they have turned their resources towards CRM. 
B) CRM has proven to increase customer loyalty and retention and an organization's profitability. 
C) It is easy for a company to steal their competitors' loyal and devoted customers, therefore companies need a viable process for targeting competitor's customers. 
D) Without CRM it is impossible to effectively manage or cross-sell products to customers.

Question 6

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Accepted Answer

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

Question 7

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following can a customer use to contact an organization?

Accepted Answer

A) Telephone 
B) Email 
C) Web access 
D) All of these 
A) Telephone 
B) Email 
C) Web access 
D) All of these

Question 9

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

Accepted Answer

A) Increase the power of its buyers. 
B) Increase its supplier power. 
C) Increase switching costs to increase the threat of substitute products or services. 
D) All of these. 
A) Increase the power of its buyers. 
B) Increase its supplier power. 
C) Increase switching costs to increase the threat of substitute products or services. 
D) All of these.

Question 10

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following represents an example of a technology that actually disrupts and slows workflow?

Accepted Answer

A) Email 
B) Twitter 
C) Facebook 
D) All of these 
A) Email 
B) Twitter 
C) Facebook 
D) All of these

Question 12

Which of the following describes an ERP system?

Accepted Answer

A) ERP systems provide a foundation for collaboration between departments. 
B) ERP systems enable people in different business areas to communicate. 
C) ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. 
D) All of these. 
A) ERP systems provide a foundation for collaboration between departments. 
B) ERP systems enable people in different business areas to communicate. 
C) ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. 
D) All of these.

Question 13

Which of the following processes focuses on the entire customer order process and operates across functional departments?

Accepted Answer

A) Order to delivery process 
B) Customer billing process 
C) Customer loan process 
D) All of these 
A) Order to delivery process 
B) Customer billing process 
C) Customer loan process 
D) All of these

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not one of the three phases in the evolution of CRM?

Accepted Answer

A) Reporting 
B) Analyzing 
C) Processing 
D) Predicting 
A) Reporting 
B) Analyzing 
C) Processing 
D) Predicting

Question 16

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

Accepted Answer

A) Business-facing processes are front-office processes; customer-facing processes are back-office processes. 
B) Customer-facing processes are front-office processes; business-facing processes are back-office processes. 
C) Customer-facing processes are back-office processes; industry-specific customer-facing processes are back-office processes. 
D) Customer-facing processes are back-office processes; industry-specific customer-facing processes are front-office processes. 
A) Business-facing processes are front-office processes; customer-facing processes are back-office processes. 
B) Customer-facing processes are front-office processes; business-facing processes are back-office processes. 
C) Customer-facing processes are back-office processes; industry-specific customer-facing processes are back-office processes. 
D) Customer-facing processes are back-office processes; industry-specific customer-facing processes are front-office processes.

Question 17

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 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) Customer-facing processes. 
B) Business-facing processes. 
C) Industry-specific customer-facing processes. 
D) All of these. 
A) Customer-facing processes. 
B) Business-facing processes. 
C) Industry-specific customer-facing processes. 
D) All of these.

Question 20

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?

Accepted Answer

A) Existing customers are the best source of profitable and sustainable revenue growth. 
B) In the age of ebusiness, an organization is guaranteed a favorable customer base and satisfying them is easier than ever. 
C) Organizations cannot depend on using statistical analysis or value formulas such as recency, frequency, and monetary to gain insight into customer behavior or buying patterns. 
D) Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes. 
A) Existing customers are the best source of profitable and sustainable revenue growth. 
B) In the age of ebusiness, an organization is guaranteed a favorable customer base and satisfying them is easier than ever. 
C) Organizations cannot depend on using statistical analysis or value formulas such as recency, frequency, and monetary to gain insight into customer behavior or buying patterns. 
D) Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes.

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

What is supply chain management (SCM)?

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

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

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Why is CRM one of the most valuable assets a company can acquire?

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

RFM stands for Regency, Frequency, and Monetary.

Which of the following can a customer use to contact an organization?

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

Back-office operations deal directly with the customer.

Which of the following represents an example of a technology that actually disrupts and slows workflow?

Which of the following describes an ERP system?

Which of the following processes focuses on the entire customer order process and operates across functional departments?

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

Which of the following is not one of the three phases in the evolution of CRM?

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

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

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

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

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?

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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