Deck 11: Enterprise Systems

Question 1

_____ is a search for specific information or patterns using input from multiple business partners and data sources.

A) Sales configuring
B) Cross merchandising
C) Collaborative filtering
D) Order revival

Answer 1

C

Question 2

In the context of knowledge management, tacit knowledge can be captured easily in data repositories.

Answer 2

False

Question 3

Information management is broader in scope than knowledge management because the latter tends to focus on just explicit knowledge.

Answer 3

False

Question 4

Knowledge management draws on concepts of organizational learning and organizational culture.

Question 5

A key decision in supply chain management (SCM) related to manufacturing is pricing.

Question 6

Which of the following tools is used to create virtual instructional environments?

A) PicMarkr
B) Scribus
C) BibDesk
D) WebEx

Question 7

In the context of supply chain management technologies, using the Internet and Web protocols for electronic data interchange (EDI) increases the cost of transmitting documents.

Question 8

Organizations sometimes pay external agencies for additional data about their potential customers.

Question 9

Collaborative filtering is one of the IT tools that can be used to implement a personalization system.

Question 10

With a structured process of sharing information among supply chain members, retailers can compare customer demands or sales forecasts with a manufacturer's order forecast.

Question 11

Which of the following functions is coordinated by a supply chain management (SCM) system?

A) Procuring materials and transforming them into intermediate and finished products or services
B) Capturing information about customer interactions for sales personnel and customer service representatives
C) Focusing on long-term relationships with customers
D) Improving budget allocation and managing cash flows

Question 12

One of the drawbacks of a well-designed enterprise resource planning (ERP) system is that it tends to increase the cost of inventories.

Question 13

Supply chains exist in both service and manufacturing organizations.

Question 14

A grocery store offering loyalty cards with discounts to its customers is an example of how transaction data can be used in a customer relationship management (CRM) system.

Question 15

The _____ component of an enterprise resource planning (ERP) system collects and analyzes relevant internal and external data and information needed by other functions.

A) unified database
B) supply chain
C) accounting
D) e-commerce

Question 16

Transmitting documents across the Internet involves lower security risks than traditional electronic data interchange (EDI).

Question 17

The best way to gather tacit knowledge is interactively, such as asking an employee specific questions about how he or she would handle an issue.

Question 18

One of the disadvantages of an e-marketplace is that it cannot provide a single platform for prices.

Question 19

Businesses find attracting new customers less expensive than maintaining current customers.

Question 20

Auctions help determine the price of goods and services when the original set price is too high in the marketplace.

Question 21

_____ help determine the price of goods and services when there is no set price in the marketplace.

A) Bargains
B) Auctions
C) Barters
D) Budgets

Question 22

Which of the following is an example of an e-marketplace?

A) An e-auction
B) An internet service provider
C) An e-distributor
D) A uniform resource locator

Question 23

In the context of personalization technology, which of the following is a drawback of collaborative filtering (CF)?

A) It cannot work well for a single product category.
B) It needs a large sample of users and content to work well.
C) It accepts inputs from only one data source at a time.
D) It cannot make automatic predictions about customers' interests.

Question 24

Which of the following vendors offers comprehensive solutions for organizations that do not have in-house resources to develop a supply chain management (SCM) system?

A) SAP
B) Sun Microsystems
C) Microsoft
D) Red Hat

Question 25

In the context of customer relationship management (CRM) applications, which of the following approaches is chosen by organizations with an established IT infrastructure?

A) Subscription-oriented CRM
B) Cloud-based CRM
C) Web-based CRM
D) On-premises CRM

Question 26

Hosting services are now available for supply chain management (SCM) systems. This trend is called__________.

A) software as a service
B) infrastructure as a service
C) platform as a service
D) network as a service
E) Select

Question 27

Which of the following statements is true of electronic data interchange (EDI)?

A) It uses proprietary protocols and networks.
B) It is more beneficial when there are more companies in its network.
C) When Web-based EDI is used, the process of sales forecasting is disrupted.
D) When it uses the Internet and Web protocols, the cost of transmitting documents increases.

Question 28

__________allows customers to modify the standard offering, such as selecting a different home page to be displayed each time you open your Web browser.

A) Customization
B) Virtualization
C) Optimization
D) Idealization
E) Select

Question 29

In the context of supply chain management (SCM) technologies, _____ enables business partners to send and receive information on business transactions.

A) a global positioning system
B) a client-server interface
C) electronic data interchange
D) direct digital synthesis

Question 30

In the context of Internet-enabled supply chain management (SCM), which of the following SCM activities involves handling returned goods and out-of-stock notifications to customers?

A) Order processing
B) Customer service
C) Production scheduling
D) Inventory management

Question 31

Which of the following statements is true of auctions?

A) The organization hosting an auction collects transaction fees for the service.
B) The number of goods sold via traditional auctions is higher than that sold via online auctions.
C) Goods already having a set price in the marketplace are usually auctioned.
D) Online auctions are based on the barter business model.

Question 32

In the context of a manufacturing firm's supply chain management (SCM) system, the__________area manages the movement of goods all the way from suppliers to customers, including customer service and support.

A) product flow
B) information flow
C) finances flow
D) statistics flow
E) Select

Question 33

Personal or informal knowledge is referred to as _____.

A) explicit knowledge
B) absolute knowledge
C) comprehensive knowledge
D) tacit knowledge

Question 34

In a customer relationship management (CRM) system, e-commerce sites use _____ to send notifications on new products and services.

A) extranets
B) e-mail
C) spectra
D) data-mining tools

Question 35

Which of the following is considered a key decision in supply chain management (SCM) related to manufacturing?

A) Consumer type
B) Initial investment
C) Revenue
D) Location

Question 36

In the context of customer relationship management (CRM), _____ requires gathering a lot of information about customers' preferences and shopping patterns.

A) idealization
B) localization
C) personalization
D) visualization

Question 37

In a customer relationship management (CRM) system, marketing strategies focus on:

A) long-term relationships with customers.
B) transactions with customers.
C) organizing contacts with business partners.
D) abiding government regulations.

Question 38

In a manufacturing firm's supply chain, raw materials flow from _____ to manufacturers, where they are transformed into finished goods.

A) suppliers
B) traders
C) retailers
D) distributors

Question 39

A(n)__________is an application used in all the functions of a business and supports decision making throughout the organization.

A) enterprise system
B) collaboration system
C) decentralized system
D) analog system
E) Select

Question 40

__________is a practice where a store sends coupons to a customer, who has already bought a product from the store, for a more expensive brand of the same product, in the hope that the customer would prefer the expensive brand.

A) Upselling
B) Proactive selling
C) Cross-selling
D) Versatile selling
E) Select

Question 41

Which of the following is an example of a third-party exchange?

A) Twitter.com
B) WordPress.com
C) Expedia.com
D) Farms.com

Question 42

Which of the following techniques is used to improve customer relationship management (CRM) systems by identifying, storing, and disseminating facts about how to perform tasks?

A) Sales automation
B) Collaborative filtering
C) Order processing
D) Knowledge management

Question 43

The__________area in a manufacturing firms' supply chain management (SCM) system oversees order transmissions throughout the order-processing cycle.

A) product flow
B) information flow
C) finances flow
D) cash flow
E) Select

Question 44

In a manufacturing firm's supply chain management (SCM) system, which of the following areas oversees order transmission?

A) Product flow
B) Information flow
C) Stock location flow
D) Finances flow

Question 45

In an enterprise resource planning (ERP) system, the__________provides information on production costs and pricing.

A) manufacturing component
B) inventory management component
C) vendor integration component
D) sales component
E) Select

Question 46

Which of the following components of an enterprise resource planning (ERP) system provides business-to-consumer (B2C) information related to order status and business-to-business (B2B) information related to suppliers and business partners?

A) The customer relationship management
B) The vendor integration
C) The unified database
D) The e-commerce

Question 47

Which of the following statements is true of Web-based electronic data interchange (Open EDI)?

A) It reduces the cost of transmitting documents.
B) It has a disadvantage of being platform dependent.
C) It consists of international agreements on privacy protection and data security.
D) It provides more secure data transmission than traditional EDI.

Question 48

In a(n) _____, companies invite sellers to submit bids for products and services so that the buyer can choose the seller that offers the service or product at the lowest price.

A) reverse auction
B) absolute auction
C) no reserve auction
D) minimum bid auction

Question 49

__________is an executive position created for overseeing knowledge management within an organization.

A) Chief knowledge officer
B) Lead knowledge mobilizer
C) Lead knowledge worker
D) Chief knowledge programmer
E) Select

Question 50

Which of the following systems' goal is to improve services offered to clients and use client contact information for targeted marketing?

A) An integrated marketing communication system
B) A supply chain management system
C) A customer relationship management system
D) An enterprise resource planning system

Question 51

In the context of supply chain management (SCM) systems, which of the following markup languages has helped organizations use the Internet and Open electronic data interchange (EDI) perform the same function as that of traditional EDI?

A) XML
B) HTML
C) SGML
D) SML

Question 52

In the context of Internet-enabled supply chain management (SCM), which of the following SCM activities involves bargaining and renegotiating prices and term agreements?

A) Order processing
B) Purchasing/procurement
C) Production scheduling
D) Inventory management

Question 53

A company can purchase a maintenance, repair, and operation (MRO) package that might include services from different vendors, but an e-distributor coordinates them into one package for customers. This packaging is an example of a _____.

A) vertical market
B) targeted market
C) horizontal market
D) database market

Question 54

In manufacturing, which of the following is one of the major links in the supply chain?

A) Distribution centers
B) Foreign keys
C) Application generation
D) Virtual networking

Question 55

__________is an integrated system that collects and processes data and manages and coordinates resources, information, and functions throughout an organization.

A) Enterprise resource planning
B) Enterprise application integration
C) Strategic human resource planning
D) Human resource integration management
E) Select

Question 56

In the context of customer relationship management,__________is used to manage call centers and help desks.

A) salesforce automation
B) eCRM
C) survey management
D) automated customer service
E) Select

Question 57

In the context of collaborative planning, forecasting, and replenishment (CPFR), handling unforeseen problems is called _____.

A) exception management
B) design management
C) marketing management
D) sales management

Question 58

Which of the following statements is true of an e-marketplace?

A) It faces time-constraint problems in international trade.
B) It provides separate platforms for prices, availability, and stock levels.
C) It reduces marketing costs more than traditional sales channels.
D) It lacks the provision to communicate with individual sellers.

Question 59

__________consists of the processes a company uses to track and organize its contacts with consumers.

A) Customer relationship management
B) Production management
C) The partnership model
D) The strategic management model
E) Select

Question 60

In supply chain management (SCM) related to manufacturing, which of the following is considered a key decision about inventory?

A) Which transportation systems will reduce cost?
B) What should be produced?
C) How much should be ordered?
D) Where should the manufacturing facilities be located?

Question 61

In the context of customer relationship management,__________assists with tasks such as tracking customer interactions and analyzing sales forecasts.

A) salesforce automation
B) eCRM
C) survey management
D) automated customer service
E) Select

Question 62

In the context of electronic exchange of information, which of the following is used by companies to improve the efficiency and effectiveness of the supply chain process?

A) Really Simple Syndication feeds
B) Traditional client-server interfaces
C) Paper documents
D) The Internet and established Web protocols

Question 63

In supply chain management (SCM), many companies substitute _____ for printing, mailing, and faxing paper documents, such as purchase orders, invoices, and shipping notices.

A) electronic data interchange
B) electronic design automation
C) electronic design processing
D) electronic data validation

Question 64

Which of the following components of an enterprise resource planning (ERP) system provides information on assessing job candidates?

A) The human resources
B) The supply chain
C) The unified database
D) The customer relationship management

Question 65

A__________is an integrated network consisting of an organization, its vendors, transportation companies, and brokers used to deliver goods and services to customers.

A) supply chain
B) performance tracker
C) database system
D) resource hub
E) Select

Question 66

An__________is a third-party exchange that provides a platform for buyers and sellers to interact with each other and trade more efficiently online.

A) e-marketplace
B) e-host
C) e-exhibition
D) e-media
E) Select

Question 67

In the context of Internet-enabled supply chain management (SCM), which of the following SCM activities involves providing real-time stock information and replenishing stock efficiently?

A) Customer service
B) Production schedule
C) Purchasing and procurement
D) Inventory management

Question 68

Which of the following statements is true of collaborative planning, forecasting, and replenishment (CPFR)?

A) It aims to improve operational efficiency and manage inventory.
B) It ensures that the accessibility of data collected with a point-of-sale system is not shared among the supply chain members.
C) It ensures that inventory and sales data are not shared across the supply chain.
D) It increases merchandising and logistics costs for all supply chain members.

Question 69

In Internet-enabled supply chain management (SCM), activities such as coordinating just-in-time (JIT) inventory programs with vendors and suppliers and conducting customer demand analysis are part of _____.

A) production scheduling
B) procurement
C) inventory management
D) order processing

Question 70

In the context of e-marketplaces, a _____ concentrates on coordinating a business process or function involving multiple vendors.

A) horizontal market
B) labor market
C) diagonal market
D) hierarchical market

Question 71

Which of the following statements is true of an enterprise resource planning (ERP) system?

A) It has compatibility problems with legacy systems.
B) It results in increased labor costs.
C) It increases order-to-fulfillment time.
D) It reduces data accuracy and results in slow response time.

Question 72

In a customer relationship management (CRM) system, which of the following is effective in tracking and analyzing customers' buying patterns?

A) Web portals
B) Data-mining tools
C) Extranets
D) Firewall networks

Question 73

In the context of knowledge management, which of the following tasks is performed by the chief knowledge officer (CKO) in an organization?

A) Ensuring that key knowledge resources are properly collected, stored, and disseminated among the consumers
B) Ensuring that the organization profits from knowledge resources
C) Focusing on gaining and leveraging a keen understanding of consumers
D) Identifying groups of people based on common interests and recommending products or services

Question 74

__________is used to coordinate supply chain members through point-of-sale (POS) data sharing and joint planning.

A) Collaborative planning, forecasting, and replenishment
B) Electronic data interchange
C) Customer relationship management
D) Confidentiality, integrity and availability
E) Select

Question 75

In customer relationship management (CRM), which of the following packages assists with tasks such as controlling inventory and processing orders?

A) Salesforce automation
B) Web-based CRM
C) Survey management
D) Automated customer service

Question 76

In a manufacturing firm's supply chain management (SCM) system, which of the following areas handles credit terms and payment schedules?

A) Product flow
B) Information flow
C) Finances flow
D) Stock location flow

Question 77

Online auctions are:

A) cost-effective for selling excessive inventory.
B) based on the barter business model.
C) used to bring buyers and sellers together in a real marketplace.
D) useful when goods already have a set price in the marketplace.

Question 78

Which of the following statements is true of an e-distributor?

A) An e-distributor offers fast delivery of a wide selection of products and services.
B) An e-distributor provides products and services at high prices.
C) An e-distributor offers services from different vendors in separate packages.
D) An e-distributor is responsible for distributing a handheld catalog of products.

Question 79

In real estate firms, which of the following is considered one of the major links in the supply chain?

A) Service providers
B) Manufacturing facilities
C) Production units
D) Retailers

Question 80

_____ help businesses maintain a competitive edge in the supply chain by solving time-constraint problems for international trade and making it possible to conduct business around the clock.

A) E-checks
B) E-marketplaces
C) E-procurements
D) E-wallets