Question 1

Operational CRM applications include tools for all of the following except:

Accepted Answer

A)  sales force automation. 
B)  call center support. 
C)  marketing automation. 
D)  customer service support. 
E)  calculating CLTV. 
A)  sales force automation. 
B)  call center support. 
C)  marketing automation. 
D)  customer service support. 
E)  calculating CLTV.

Question 2

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 3

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Accepted Answer

A)  It does not speed product time to market. 
B)  It is an inefficient use of raw materials. 
C)  It increases sales costs. 
D)  It increases inventory costs. 
E)  It lowers fill rate. 
A)  It does not speed product time to market. 
B)  It is an inefficient use of raw materials. 
C)  It increases sales costs. 
D)  It increases inventory costs. 
E)  It lowers fill rate.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Which of the following provides 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?

Accepted Answer

A)  Process management software 
B)  ERP systems 
C)  Groupware 
D)  CRM software 
E)  Supply chain management systems 
A)  Process management software 
B)  ERP systems 
C)  Groupware 
D)  CRM software 
E)  Supply chain management systems

Question 6

Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations.

Accepted Answer

A) True 
 B)False

Question 7

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 8

A supply chain driven by forecasts of consumer demand 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 9

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Accepted Answer

A)  Supply chain demand system 
B)  Supply chain delivery system 
C)  Supply chain optimization system 
D)  Supply chain execution system 
E)  Supply chain planning system 
A)  Supply chain demand system 
B)  Supply chain delivery system 
C)  Supply chain optimization system 
D)  Supply chain execution system 
E)  Supply chain planning system

Question 10

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

Accepted Answer

A)  Distribution management 
B)  Replenishment planning 
C)  Demand planning 
D)  Order planning 
E)  Customer planning 
A)  Distribution management 
B)  Replenishment planning 
C)  Demand planning 
D)  Order planning 
E)  Customer planning

Question 11

Plant Away is an Oregon-based retailer and distributor of trees and shrubs. They have hundreds of smaller nurseries based around the country that grow the plant stock. The majority of their business is conducted online. Consumers typically purchase small quantities of products online and Plant Away coordinates the shipping from the most appropriate nursery. What unique problems might you anticipate they have in their supply chain? What might remedy these problems?

Accepted Answer

Typical problems in supply chains arise

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

Accepted Answer

A) True 
 B)False

Question 14

What business processes are supported by enterprise systems? Give specific examples.

Accepted Answer

The four major business processes suppor

Question 15

Uncertainties in the supply chain often lead to:

Accepted Answer

A)  declines in production. 
B)  increases in inventory across all tiers. 
C)  strategic changes in production plans. 
D)  the bull whip effect. 
E)  a reduction in safety stocks. 
A)  declines in production. 
B)  increases in inventory across all tiers. 
C)  strategic changes in production plans. 
D)  the bull whip effect. 
E)  a reduction in safety stocks.

Question 16

The bullwhip effect can be countered by:

Accepted Answer

A)  globalization. 
B)  disintermediation. 
C)  implementing a CRM. 
D)  reducing information uncertainty. 
E)  product differentiation. 
A)  globalization. 
B)  disintermediation. 
C)  implementing a CRM. 
D)  reducing information uncertainty. 
E)  product differentiation.

Question 17

What is a PRM module? How does it differ from an ERM module?

Accepted Answer

The more comprehensive CRM packages cont

Question 18

Using social networking tools to converse with customers is called:

Accepted Answer

A)  analytical CRM. 
B)  social CRM. 
C)  operational CRM. 
D)  PRM. 
E)  ERM. 
A)  analytical CRM. 
B)  social CRM. 
C)  operational CRM. 
D)  PRM. 
E)  ERM.

Question 19

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

Accepted Answer

A)  execution 
B)  planning 
C)  optimization 
D)  management 
E)  touch point 
A)  execution 
B)  planning 
C)  optimization 
D)  management 
E)  touch point

Question 20

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

Accepted Answer

A)  Churn rate 
B)  Customer lifetime value 
C)  Cost per lead 
D)  Cost per sale 
E)  Customer average value 
A)  Churn rate 
B)  Customer lifetime value 
C)  Cost per lead 
D)  Cost per sale 
E)  Customer average value

Operational CRM applications include tools for all of the following except:

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

Why isn't overstocking warehouses an effective solution for a problem of low availability?

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

Which of the following provides 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?

Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations.

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

A supply chain driven by forecasts of consumer demand follows a ________ model.

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

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

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

What business processes are supported by enterprise systems? Give specific examples.

Uncertainties in the supply chain often lead to:

The bullwhip effect can be countered by:

What is a PRM module? How does it differ from an ERM module?

Using social networking tools to converse with customers is called:

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

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

Operational CRM applications include tools for all of the following except:

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

Why isn't overstocking warehouses an effective solution for a problem of low availability?

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

Which of the following provides 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?

Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations.

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

A supply chain driven by forecasts of consumer demand follows a ________ model.

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

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

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

What business processes are supported by enterprise systems? Give specific examples.

Uncertainties in the supply chain often lead to:

The bullwhip effect can be countered by:

What is a PRM module? How does it differ from an ERM module?

Using social networking tools to converse with customers is called:

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

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