Question 1

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Accepted Answer

A) True 
 B)False  True

Question 2

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Accepted Answer

Supply chain planning systems and supply chain execution systems are two classifications for supply chain software. Supply chain planning systems enable a firm to generate demand forecasts for a product and develop sourcing and manufacturing plans for that product. Capabilities include order planning, advanced scheduling and manufacturing planning, demand planning, distribution planning, and transportation planning. Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations. Capabilities include order commitments, final production, replenishment, distribution management, and reverse distribution.

Question 3

SFA modules in CRM systems provide tools for all of the following except:

Accepted Answer

A)  team selling. 
B)  territory management. 
C)  sales forecasting. 
D)  managing sales prospect and contact information. 
E)  managing customer service requests. 
A)  team selling. 
B)  territory management. 
C)  sales forecasting. 
D)  managing sales prospect and contact information. 
E)  managing customer service requests. E

Question 4

Distribution and delivery of products to retailers is part of the:

Accepted Answer

A)  downstream portion of the supply chain. 
B)  external supply chain. 
C)  upstream portion of the supply chain. 
D)  supplier's internal supply chain. 
E)  midstream portion of the supply chain. 
A)  downstream portion of the supply chain. 
B)  external supply chain. 
C)  upstream portion of the supply chain. 
D)  supplier's internal supply chain. 
E)  midstream portion of the supply chain.

Question 5

Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

Accepted Answer

A) True 
 B)False

Question 6

Identify five benefits of customer relationship management systems.

Accepted Answer

Benefits include: better customer servic

Question 7

Switching costs of enterprise systems occur when changing software vendors.

Accepted Answer

A) True 
 B)False

Question 8

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve all of the following problems except:

Accepted Answer

A)  overtaxing of its logistics network. 
B)  lack of internal knowledge of the global business. 
C)  inability to optimize transportation carriers. 
D)  inability to forecast orders from retailers. 
E)  increased logistics visibility. 
A)  overtaxing of its logistics network. 
B)  lack of internal knowledge of the global business. 
C)  inability to optimize transportation carriers. 
D)  inability to forecast orders from retailers. 
E)  increased logistics visibility.

Question 9

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Accepted Answer

A)  raw materials 
B)  intermediate products 
C)  basic products 
D)  natural resources 
E)  nascent products 
A)  raw materials 
B)  intermediate products 
C)  basic products 
D)  natural resources 
E)  nascent products

Question 10

You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper-based processes. How might a CRM system benefit them?

Accepted Answer

A CRM system that includes patients' hea

Question 11

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 12

Customer service modules in CRM systems provide tools for:

Accepted Answer

A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
E)  organizing effective marketing campaigns. 
A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
E)  organizing effective marketing campaigns.

Question 13

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

Accepted Answer

Benefits include: increasing operational

Question 14

A supply chain driven by actual customer orders is called a ________ model.

Accepted Answer

A)  supply-based 
B)  demand-driven 
C)  replenishment-driven 
D)  pull-based 
E)  market-driven 
A)  supply-based 
B)  demand-driven 
C)  replenishment-driven 
D)  pull-based 
E)  market-driven

Question 15

Identify and describe three major enterprise applications.

Accepted Answer

Enterprise systems, customer relationshi

Question 16

Which of the following customer relationship management applications provides analysis of customer data?

Accepted Answer

A)  Operational CRM 
B)  Analytical CRM 
C)  Operational SCM 
D)  Analytical SFA 
E)  Operational SFA 
A)  Operational CRM 
B)  Analytical CRM 
C)  Operational SCM 
D)  Analytical SFA 
E)  Operational SFA

Question 17

The downstream 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 18

What is social CRM and how is it being used?

Accepted Answer

Social CRM tools enable a business to co

Question 19

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)  Rewrite the software to support the way the company's business processes work. 
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. 
E)  Select the functions of the system you wish to use. 
A)  Rewrite the software to support the way the company's business processes work. 
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. 
E)  Select the functions of the system you wish to use.

Question 20

Which of the following is not an example of next-generation enterprise applications?

Accepted Answer

A)  Openbravo 
B)  Social CRM 
C)  Apache Open for Business (OFBiz) 
D)  Salesforce.com 
E)  JDA Software 
A)  Openbravo 
B)  Social CRM 
C)  Apache Open for Business (OFBiz) 
D)  Salesforce.com 
E)  JDA Software

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Identify two classifications for supply chain software. For each classification, identify five capabilities.

SFA modules in CRM systems provide tools for all of the following except:

Distribution and delivery of products to retailers is part of the:

Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

Identify five benefits of customer relationship management systems.

Switching costs of enterprise systems occur when changing software vendors.

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve all of the following problems except:

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper-based processes. How might a CRM system benefit them?

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

Customer service modules in CRM systems provide tools for:

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

A supply chain driven by actual customer orders is called a ________ model.

Identify and describe three major enterprise applications.

Which of the following customer relationship management applications provides analysis of customer data?

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

What is social CRM and how is it being used?

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

Which of the following is not an example of next-generation enterprise applications?

Business Information Systems in Your Career

Global E-Business and Collaboration

Achieving Competitive Advantage With Information Systems

Ethical and Social Issues in 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

Filters

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

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Identify two classifications for supply chain software. For each classification, identify five capabilities.

SFA modules in CRM systems provide tools for all of the following except:

Distribution and delivery of products to retailers is part of the:

Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

Identify five benefits of customer relationship management systems.

Switching costs of enterprise systems occur when changing software vendors.

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve all of the following problems except:

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper-based processes. How might a CRM system benefit them?

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

Customer service modules in CRM systems provide tools for:

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

A supply chain driven by actual customer orders is called a ________ model.

Identify and describe three major enterprise applications.

Which of the following customer relationship management applications provides analysis of customer data?

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

What is social CRM and how is it being used?

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

Which of the following is not an example of next-generation enterprise applications?

Business Information Systems in Your Career

Global E-Business and Collaboration

Achieving Competitive Advantage With Information Systems

Ethical and Social Issues in 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

Filters