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WorksheetsMIS - Ch6, 7 - Testbank (2)
Total questions: 87
Worksheet time: 44mins
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?
Process management software
ERP systems
Groupware
CRM software
Supply chain management systems
Enterprise software is built around thousands of predefined business processes that reflect:
government regulations.
industry benchmarks.
best practices.
cutting edge workflow analysis.
the firm's culture.
Which of the following is not true about enterprise systems?
Enterprise systems help firms respond rapidly to customer requests for information or products.
Enterprise system data have standardized definitions and formats that are accepted by the entire organization.
Enterprise software is expressly built to allow companies to mimic their unique business practices.
Enterprise software includes analytical tools to evaluate overall organizational performance.
Enterprise systems provide firm-wide information to help managers make better decisions.
You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?
Rewrite the software to support the way the company's business processes work.
Select the business processes you wish to automate.
Map the company's business processes to the software's business processes.
Map the software's business processes to the company's business processes.
Select the functions of the system you wish to use.
Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?
Configuration tables
Web services
Data dictionaries
Middleware
Groupware
In order to achieve maximum benefit from an enterprise software package, a business should:
customize the software to match all of its business processes.
use only the processes in the software that match its own processes.
change the way it works to match the software's business processes.
select only the software that best matches its existing business processes.
retain legacy systems that best work with the software.
Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:
reduce requisition-to-pay cycle times.
reduce accounts payable transaction processing.
Manufacturing and production processes include all of the following except:
procurement
material requirements planning
quality control
transportation execution
product configuration
Enterprise systems include analytical tools.
True
False
An enterprise system can help reduce redundant business processes.
True
False
Extensive customization of enterprise software may degrade system performance.
True
False
Which set lists the three major enterprise applications described in the passage below? The passage states that enterprise systems are based on integrated software modules and a common central database; supply chain management systems help manage planning, sourcing, manufacturing, delivering, and returning items; and customer relationship management systems help firms maximize the benefits of their customer assets.
Enterprise systems, customer relationship management, supply chain management
Financial accounting, human resources, sales and marketing
Manufacturing, procurement, transportation execution
Product configuration, pricing, credit checking
A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a:
distribution channel
supply chain
value chain
marketing channel
information system
Components or parts of finished products are referred to as:
upstream materials
raw materials
secondary products
intermediate products
mid-chain products
Which of the following refers to a company’s suppliers, suppliers’ suppliers, and the processes for managing relationships with them?
Supplier’s internal supply chain
External supply chain
Upstream portion of the supply chain
Downstream portion of the supply chain
Onstream portion of the supply chain
Which of the following refers to a company’s organizations and processes for distributing and delivering products to the final customers?
Supplier’s internal supply chain
External supply chain
Upstream portion of the supply chain
If manufacturers had perfect information, they could implement a:
hyper-efficient strategy.
frictionless strategy.
streamlined strategy.
bullwhip strategy.
just-in-time strategy.
Why isn't overstocking warehouses an effective solution for a problem of low availability?
It does not speed product time to market.
It is an inefficient use of raw materials.
It increases sales costs.
It increases inventory costs.
It lowers fill rate.
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
Safety stock
Continuous replenishment
Just-in-time strategies
Demand planning
Perfect information
A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy.
just-in-time
frictionless
bullwhip
safety-stock
streamlined
A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect.
network
bullwhip
ripple
whirlpool
diffraction
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
push; pull
demand; continual
upstream; downstream
planning; execution
maintenance; development
Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?
Supply chain demand system
Supply chain delivery system
Supply chain optimization system
Supply chain execution system
Supply chain planning system
Supply chain planning systems perform all of the following functions except:
establish inventory levels for raw materials and finished goods.
identify the transportation mode to use for product delivery.
determine where to store finished goods.
determine how much product to manufacture in a given time period.
track the physical status of goods.
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
Distribution management
Replenishment planning
Demand planning
Order planning
Customer planning
Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner?
Supply chain demand system
Supply chain delivery system
Supply chain planning system
Supply chain execution system
Supply chain optimization system
Supply chain execution systems provide all of the following functions except:
generating demand forecasts for products.
tracking the flow of finished goods.
managing materials.
managing warehouse operations.
managing the financial information involving all parties.
A supply chain driven by actual customer orders or purchases follows a ________ model.
push model
pull model
hybrid push–pull model
continuous replenishment model
A build-to-order supply-chain model is also called a ________ model.
supply-based
demand-driven
replenishment-driven
push-based
market-driven
Concurrent supply chains are made possible by which technology?
ERP systems
The Internet
Supply-chain management systems
Just-in-time supply-chain technologies
Extranets
The business value of an effective supply chain management system includes all of the following except:
faster time to market
cost reduction
supply matched to demand
improved delivery service
increased inventory levels
The bullwhip effect can be countered by:
globalization
disintermediation
implementing a CRM
reducing information uncertainty
product differentiation
As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.
raw materials
intermediate products
basic products
natural resources
nascent products
The total time it takes to complete a business process, from start to finish, is called its ________ time.
development
cycle
fulfillment
service
actualization
A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.
execution
planning
optimization
management
touch point
Supply chain management systems are a type of enterprise system.
True
False
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
True
False
Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
True
False
Safety stock acts as a buffer for the lack of flexibility in the supply chain.
True
False
The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.
True
False
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
True
False
Before the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
True
False
Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.
True
False
In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.
True
False
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
True
False
Walmart is an example of a push-based model.
True
False
Total supply chain costs in some industries approach 75 percent of the total operating budget.
True
False
Discuss the business value of supply chain management systems by selecting the option that best summarizes their impact on firm performance.
They primarily automate accounting entries to reduce clerical labor.
They network supply chain processes to match supply with demand, cut inventories and costs, improve delivery and time to market, use assets more effectively, and increase sales by having the right product available when and where customers want it.
They focus on social media engagement to build brand recognition regardless of fulfillment performance.
They replace marketing research with predictive algorithms that eliminate the need for logistics planning.
From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve what problems?
Lack of brand recognition
Lack of coordination among production facilities
Poor supply chain visibility for management
Shoddy record-keeping
Inefficient logistics
A ________ is a method of interaction with a customer, such as telephone or customer service desk.
point of presence
touch point
sales point
client channel
point of service
Which of the following would not be considered a contact point?
Website
Intranet
Retail store
________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
SCM
SFA
ERM
DRM
PRM
________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.
SCM
SFA
ERM
DRM
PRM
Customer relationship management systems typically provide software and online tools for sales, customer service, and:
marketing
account management
advertising
public relations
human resources
SFA modules in CRM systems provide tools for all of the following except:
team selling
territory management
sales forecasting
managing sales prospects and contact information
managing customer service requests
CRM systems help businesses achieve which of the following business objectives?
Automated accounting processes
Automated production forecasts
Faster time to market with new products and services
Enhanced supplier intimacy
Enhanced customer intimacy
Customer service modules in CRM systems provide tools for:
assigning and managing customer service requests
capturing prospect and customer data
identifying profitable and unprofitable customers
managing sales prospect and contact information
organizing effective marketing campaigns
Marketing modules in CRM systems provide tools for all of the following except:
assigning and managing customer service requests
capturing prospect and customer data
identifying profitable and unprofitable customers
qualifying leads
identifying opportunities for cross-selling
Major CRM products typically have all of the following service capabilities except:
customer satisfaction management.
returns management.
call center & help desk.
service analytics.
order management.
Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?
Returns management
Lead management
Channel promotions management
Events management
Customer satisfaction management
Which of the following customer relationship management applications provides analysis of customer data?
Operational CRM
Analytical CRM
Operational SCM
Analytical SFA
Operational SFA
Operational CRM applications include tools for all of the following except:
sales force automation.
call center support.
marketing automation.
customer service support.
calculating CLTV.
The difference between push- and pull-based models is summarized by which of the following slogans?
Sell what we make, not make what we sell.
Push what we make, not pull what we make.
Make what we sell, not sell what we make.
Pull what we make, not push what we sell.
Make what we push, not push what we sell.
Which of the following tools is used to analyze customer buying patterns?
CLTV
Analytical CRM
Operational CRM
Demand planning
SFA
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?
Churn rate
Customer lifetime value
Cost per lead
Cost per sale
Customer average value
The measurement of the number of customers who stop using or purchasing products or services from a company is called:
switching costs.
churn rate.
CLTV.
switch rate.
turnover percentage.
Walmart's continuous replenishment system is an example of a ________ model.
push-based
pull-based
enterprise-based
supply chain optimization
forecast-based
________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.
Customer
SOA
Marketing
Complex
SFA
________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.
Analytical
Employee
Operational
Partner
All CRM packages contain modules for PRM and ERM.
True
False
Major CRM application software vendors include Oracle, SAP, and Salesforce.com.
True
False
Cross-selling is the marketing of complementary products to customers.
True
False
CRM software can help organizations identify high-value customers for preferential treatments.
True
False
Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.
True
False
Churn rate is an important indicator of the growth or decline of a company's customer base.
True
False
Identify and describe the two types of customer relationship management applications.
Operational CRM and analytical CRM
Sales CRM and service CRM
On‑premises CRM and cloud CRM
Partner CRM and employee CRM
Identify five benefits of customer relationship management systems.
Improve customer service and make call centers more efficient
Help sales staff close deals faster and simplify marketing/sales processes
Acquire and retain profitable customers while reducing sales and marketing costs
Increase product utilization and provide information for developing new products
You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper‑based. How might a CRM system benefit them?
Provide nurses with access to patients' health records so any nurse can take over care with instant knowledge of patient needs
Automate only billing processes while leaving patient information on paper
Focus solely on advertising to attract new patients without changing care processes
Replace nurses with automated chatbots for patient communication
Enterprise application vendors have created ______ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.
e‑business suites
ERP systems
middleware
legacy systems
cloud solutions
Next‑generation enterprise suites use ______ and SOA to link to systems of customers and suppliers.
employee relationship management
cross‑selling
just‑in‑time strategy
web services
operational CRM
Using social networking tools to converse with customers is called:
analytical CRM
social CRM
operational CRM
PRM
ERM
Enterprise application vendors are now including ______ features, such as tools for data visualization, flexible reporting, and ad‑hoc analysis, as part of the application.
social media
PRM
ERM
SOA
business intelligence
Enterprise systems require fundamental changes in the way the business operates.
True
False
Enterprise applications introduce switching costs.
True
False
Enterprise applications are based on organization‑wide definitions of data.
True
False
SCM systems require multiple organizations to share information and business processes.
True
False
What is social CRM and how is it being used?
Using tools that connect customer conversations from social networking sites to CRM processes, enabling firms to monitor, track, and analyze social activity and tailor marketing and lead management
Running isolated social media pages that are not integrated with CRM and are used only for brand awareness without analytics
Replacing traditional CRM databases with public social media profiles to reduce data entry and eliminate lead tracking
Limiting customer interactions to email and phone to avoid the complexity of social media monitoring
