Chapter 9 - Multiple Choice

25 July 2022
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question
From your reading of the Cannondale case study, the firm implemented new information systems in order to achieve which of the main six business objectives? A) Customer and supplier intimacy B) survival C) competitive advantage D) operational excellence
answer
D) Operational excellence
question
Which of the following is not an example of next-generation enterprise applications? A) open-source solutions B) on-demand solutions C) solutions incorporating SCM D) solutions incorporating SOA
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C) solutions incorporating SCM
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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 function and business processes best describes. A) SCM software B) ERP systems C) ERM systems D) CRM modules
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b) ERP systems
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Enterprise software is built around thousands of predefined business processes that reflect. A) the firm's organization B) industry goals C) best practices D) cutting edge workflow analyses
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C) best practices
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Which of the following is /not/ true about enterprise systems? A) Enterprise systems help firms respond rapidly to customer requests for information or products B) Enterprise system data have standardized definitions and formats that are accepted by the entire organization C) Enterprise software is expressly built to allow companies to mimic their unique business practices. D) Enterprises software includes analytical tools to evaluate overall organizational performance
answer
C) Enterprise software is expressly built to allow companies to mimic their unique business practices
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You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? A) Select the functions of the system you wish to use. 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
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A) Select the functions of the system you wish to use.
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When tailoring a particular aspects of a system to the way a company does business enterprise software can provide the company with A) configuration tables B) web services C) data dictionaries D) middleware
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A) configuration tables
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In order to achieve maximum benefit from an enterprise software package a business A) Customizes the software to match all of its business processes B) uses only the processes in the software that match its own processes C) changes the way it works to match the software's business processes D) selects only the software that best matches its existing business processes
answer
C) changes the way it works to match the software's business processes
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Supply chain complexity and scale increase when firms A) move to globalization B) manage the procurement, manufacturing, and distribution functions themselves C) produce products and services that coordinate with hundreds or more firms and suppliers D) Modify their existing workflows to comply with supply-chain management systems
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C) produce products and services that coordinate with hundreds or more firms and suppliers
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Why is overstocking warehouses not an effective solution for a problem of low availability? 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.
answer
d) it increases inventory costs
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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 A) distribution channel. B) supply chain. C) value chain. D) marketing channel.
answer
B) supply chain
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Components or parts of finished products are referred to as A) upstream materials. B) raw materials. C) secondary products. D) intermediate products.
answer
D) intermediate products.
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A company's suppliers and the processes for managing relationships with them is the A) supplier's internal supply chain. B) external supply chain. C) upstream portion of the supply chain. D) downstream portion of the supply chain.
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C) upstream portion of the supply chain.
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A company's organizations and processes for distributing and delivering products to the final customers is the A) supplier's internal supply chain. B) external supply chain. C) upstream portion of the supply chain. D) downstream portion of the supply chain.
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D) downstream portion of the supply chain
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Uncertainties arise in any supply chain because of A) inaccurate or untimely information B) poor integration between systems of suppliers, manufactures , and distributors C) Inefficient or inaccurate MIS D) unforeseeable events
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D) unforeseeable events
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Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? A) Safety stock B) Continuous replenishment C) Just-in-time strategies D) Demand planning
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A) Safety stock
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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. A) just-in-time B) stockless C) bullwhip D) safety stock
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A) just-in-time
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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. A) network B) bullwhip C) ripple D) whirlpool
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B) bullwhip
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Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. A) push; pull B) demand; continual C) upstream; downstream D) planning; execution
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D) planning; execution
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Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems. A) demand B) delivery C) planning D) execution
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C) planning
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Supply chain planning systems: A) track the physical status of goods. B) identify the transportation mode to use for product delivery. C) track the financial information involving all parties. D) track the status of orders.
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B) identify the transportation mode to use for product delivery.
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Which supply chain planning function determines how much product is needed to satisfy all customer demands? A) Distribution management B) Replenishment planning C) Demand planning D) Order planning
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C) Demand planning
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Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. A) demand B) delivery C) planning D) execution
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D) execution
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Capabilities of supply chain execution systems would /not/ include: A) identifying the optimal transportation mode B) tracking the flow of finished goods. C) managing materials. D) managing warehouse operations.
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A) identifying the optimal transportation mode
question
From your reading of the Southwest Airlines, the company implemented a new inventory management system to achieve which of the following six business objectives? A) Customer and supplier intimacy B) new products, services and business models C) survival D) Operational excellence
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D) Operational excellence
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A supply chain driven by actual customer orders or purchases follows a ________ model. A) pull-based model B) build-to-stock C) push-based D) replenishment-driven
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A) pull-based model
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47) A build-to-order supply-chain model is also called a ________ model. A) supply-based B) demand-driven C) replenishment-driven D) push-based
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B) demand-driven
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48) Concurrent supply chains are made possible by which technology? A) ERP systems B) The Internet C) Supply chain management systems D) Just-in-time supply-chain technologies
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B) The Internet
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The business value of an effective supply chain management system includes all of the following except: A) faster time to market. B) cost reduction. C) supply matched to demand. D) increased inventory levels.
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D) increased inventory levels.
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A ________ is a method of interaction with a customer, such as telephone or customer service desk. A) point of presence B) touch point C) sales point D) client channel
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B) touch point
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Which of the following would not be considered a contact point? A) E-mail B) Web site C) Intranet D) Retail store
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C) Intranet
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________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. A) SCM B) SFA C) ERM D) PRM
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D) PRM
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________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. A) SCM B) SFA C) ERM D) PRM
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C) ERM
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Customer relationship management systems typically provide software and online tools for sales, customer service, and: A) marketing. B) account management. C) advertising. D) public relations.
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A) marketing.
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SFA modules in CRM systems would provide tools for: 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.
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D) managing sales prospect and contact information.
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Customer service modules in CRM systems provide tools for: 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.
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A) assigning and managing customer service requests.
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Marketing modules in CRM systems would provide tools for: 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.
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C) identifying profitable and unprofitable customers.
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________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training? A) Enterprise B) ERM C) PRM D) ERP
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B) ERM
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Selling a customer with a checking account a home improvement loan is an example of: A) operational CRM. B) direct marketing. C) cross-selling. D) cross-channel promotions.
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C) cross-selling.
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________ management is an important capability for service processes that is found in most major CRM software products. A) Returns B) Lead C) Account D) Events
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A) Returns
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Which of the following is an important capability for sales processes that is found in most major CRM software products? A) Returns management B) Lead management C) Channel promotions management D) Events management
answer
B) Lead management
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Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. A) operational CRM B) analytical CRM C) operational SCM D) analytical SFA
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B) analytical CRM
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Analytical CRM applications: A) include tools for marketing automation. B) provide consolidated data for operational CRM applications. C) are based on data warehouses consolidated from operational CRM applications. D) provide customer-facing applications.
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C) are based on data warehouses consolidated from operational CRM applications
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Operational CRM applications include tools for: A) identifying buying patterns. B) calculating CLTV. C) salesforce automation. D) pinpointing unprofitable customers.
answer
C) salesforce automation
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Analyzing customer buying patterns is an example of: A) CLTV. B) analytical CRM. C) operational CRM. D) demand planning.
answer
B) analytical CRM.
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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? A) Churn rate B) CLTV C) Cost per lead D) Cost per sale
answer
B) CLTV
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The measurement of the number of customers who stop using or purchasing products or services from a company is called: A) switching costs. B) churn rate. C) CLTV. D) switch rate.
answer
B) churn rate.
question
All of the following statements about enterprise applications are true except for? A) Enterprise applications are more successfully implemented when an organization has prepared for organizational change B) Once you have purchased an implemented a vendor's enterprise system, it is much less expensive to switch vendors. C) The total implementation cost of a large system runs into millions of dollars D) Enterprise applications are based on organization-wide definitions of data
answer
B) Once you have purchased an implemented a vendor's enterprise system, it is much less expensive to switch vendors.
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________ integrate(s) multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner and provide a greater degree of cross-functional integration than the traditional enterprise applications. A) PRM software B) SFA software C) ERP suites D) Service platforms
answer
D) Service platforms
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Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. A) e-business suites B) ERP systems C) middleware D) legacy systems
answer
A) e-business suites