MISY Chapter 9

25 July 2022
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question
1. Manufacturing and production processes include all of the following except: procurement. materials requirement planning. quality control. transportation execution. product configuration.
answer
product configuration.
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1. Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? Groupware Web services Data dictionaries Middleware Configuration tables
answer
Middleware
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1. According to the chapter case study, which of the following software vendors has enabled Scotts Miracle-Gro to develop consumer-driven demand planning? Oracle JDA Software SAP IBM Salesforce.com
answer
JDA Software
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1. 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.
answer
assigning and managing customer service requests.
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1. SFA modules in CRM systems provide tools for all of the following except: team selling. territory management. sales forecasting. managing sales prospect and contact information. managing customer service requests.
answer
managing customer service requests.
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1. ________ 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. PRM SFA ERM CLTV Just-in-time
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SFA
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1. ________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. SCM SFA ERM PRM SCP
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ERM
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1. Which of the following customer relationship management applications provides analysis of customer data? Operational CRM Analytical CRM Operational SCM Analytical SFA Operational PRM
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Analytical CRM
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1. Which of the following tools is used to analyzing customer buying patterns? CLTV Analytical CRM Operational CRM Demand planning. SFA
answer
Analytical CRM
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1. 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. Extensive customization of enterprise software may degrade system performance.
answer
Enterprise software is expressly built to allow companies to mimic their unique business practices.
question
1. From your reading of the Scott's Miracle-Gro case study, the company implemented SAP and JDA enterprise and supply chain planning systems to solve which of the following problems? Lack of brand recognition Lack of coordination among production facilities Poor supply chain visibility for management Shoddy record-keeping Coordination issues caused by the merger of Scott's and Miracle-Gro
answer
Coordination issues caused by the merger of Scott's and Miracle-Gro
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1. 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 groupware
answer
e-business suites
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1. Enterprise software is built around thousands of predefined business processes that reflect: the firm's organization. industry benchmarks. best practices. cutting edge workflow analyses. government regulations.
answer
best practices.
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1. Which of the following refers to a company's organizations and processes for distributing and delivering products to its final customers? Supplier's internal supply chain External supply chain Upstream portion of the supply chain Downstream portion of the supply chain Value web
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Downstream portion of the supply chain
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1. The measurement of the number of customers who stop using or purchasing products or services from a company is called: switching costs. CRM rate. CLTV. switch rate. churn rate.
answer
churn rate.
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1. Operational CRM applications include tools for all of the following except: sales force automation. call center support. marketing automation. customer service support. calculating CLTV.
answer
calculating CLTV.
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1. Data from which of the following is not used as an input by analytical CRM applications? Operational CRM systems Customer touch points Customer lists purchased from others CLTV Demographic data
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CLTV
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1. Which supply chain planning function determines how much product is needed to satisfy all customer demands? Distribution management Replenishment planning Demand planning Order planning Just-in-time planning
answer
Demand planning
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1. Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application. ESS SAP on-demand business intelligence just-in-time
answer
business intelligence
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1. 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. centralize financial activities. centralize procurement activities. obtain lower prices for raw materials.
answer
obtain lower prices for raw materials.
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1. 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 just-in-time
answer
bullwhip
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1. Which of the following refers to a company's suppliers, supplier's 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 Value web
answer
Upstream portion of the supply chain
question
1. According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from ________ to ________. 1000; 100 500; 50 250; 25 250; 4 100; 10
answer
250; 4
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1. Which of the following is not an example of a next-generation enterprise application? Openbravo Social CRM SAP Business Suite Salesforce.com i2 Technologies
answer
i2 Technologies
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1. 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 production costs. It increases inventory costs.
answer
It increases inventory costs.
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1. A supply chain driven by actual customer orders or purchases follows a ________ model. pull-based build-to-stock push-based replenishment-driven continuous delivery
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pull-based
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1. A build-to-order supply-chain model is also called a ________ model. supply-based demand-driven replenishment-driven push-based continuous delivery
answer
demand-driven
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1. 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 Application software CRM software
answer
ERP systems
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1. 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 CLTV Cost per lead Cost per sale CRM rate
answer
CLTV
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1. 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(n): distribution channel. supply chain. value chain. marketing channel. enterprise system.
answer
supply chain.
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1. Which of the following would not be considered a contact point? Email website Intranet Retail store Facebook
answer
Intranet
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1. From your reading of the chapter's opening case, ACH Food Companies implemented new information systems in order to achieve which of the following objectives? Customer and supplier intimacy Operational excellence Survival Improved decision making New products and services
answer
Operational excellence
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1. According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, ERP projects took about ________ to complete. 1 month 6 months 12 months 16 months 24 months
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16 months
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1. 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 Campaign measurement
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Lead management
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1. Components or parts of finished products are referred to as: upstream materials. raw materials. secondary products. downstream materials. intermediate products.
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downstream materials.
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1. ________ management is an important capability for customer service processes that is found in most major CRM software products. Returns Lead Account Events Field sales
answer
Returns
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1. Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. push; pull demand; continual upstream; downstream planning; execution external; internal
answer
planning; execution
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1. 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. choose a cloud-based ERP package.
answer
change the way it works to match the software's business processes.
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1. The Warehouse Management System used by Haworth Incorporated is an example of which of the following? Supply chain planning system SFA module PRM module ERM module Supply chain execution system
answer
Supply chain execution system
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1. Which of the following is not an example of inefficiencies in the supply chain? Parts shortages Underused plant capacity Excessive finished goods inventory High transportation costs High switching costs
answer
High switching costs
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1. 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 push-pull
answer
just-in-time
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1. Concurrent supply chains are made possible by which technology? ERP systems The Internet Supply-chain management systems Just-in-time supply-chain technologies The mobile digital platform
answer
The Internet
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1. Supply chain planning systems: track the physical status of goods. identify the transportation mode to use for product delivery. track the financial information involving all parties. track the status of orders. track the management of materials.
answer
identify the transportation mode to use for product delivery.
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1. 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 Bullwhip effect
answer
Safety stock
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1. Customer relationship management systems typically provide software and online tools for sales, customer service, and: marketing. inventory management. demand forecasting tracking of the status of goods. warehouse and transportation operations.
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marketing.
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1. 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. increased inventory levels. improved delivery service.
answer
increased inventory levels.
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1. 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 Internal supply chain system
answer
Supply chain execution system
question
1. CRM systems help businesses achieve which of the following business objectives? Enhanced customer intimacy Automated production forecasts Faster time to market with new products and services Enhanced supplier intimacy Automated accounting processes
answer
Enhanced customer intimacy
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1. 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. sales quote generation.
answer
assigning and managing customer service requests.
question
1. ________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. Operational Social Web-based Sales force Analytical
answer
Operational
question
1. You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? Select the functions of the system you wish to use. 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. Rewrite the software to support the way the company's business processes work.
answer
Select the functions of the system you wish to use.
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1. The bullwhip effect can be countered by: globalization. disintermediation. implementing a CRM. reducing information uncertainty. implementing a just-in-time strategy.
answer
reducing information uncertainty.
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1. Which of the following is not true about global supply chains? Performance standards may vary from region to region. Global supply chains typically span greater time differences than domestic supply chains. Global supply chains typically have participants from a number of countries. Supply chain management for global supply chains may need to reflect cultural differences. Global supply chains are no different from domestic supply chains.
answer
Global supply chains are no different from domestic supply chains.
question
1. 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 planning system Supply chain execution system Internal supply chain system
answer
Supply chain planning system
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1. 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. tracking financial information.
answer
generating demand forecasts for products.
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1. Selling a customer with a checking account a home improvement loan is an example of: operational CRM. direct marketing. cross-selling. cross-channel promotions. sales force automation.
answer
cross-selling.
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1. 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 supply chain
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touch point
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1. ________ 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 PRM SCP
answer
PRM
question
1. According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was: $280,000. $2.8 million. $28 million. $280 million. $2.8 billion.
answer
$2.8 million.
question
1. Which of the following statements about enterprise applications is not true? Enterprise applications require organizational learning. Enterprise applications introduce "switching costs." Enterprise applications are based on organization-wide definitions of data. Enterprise applications are best implemented when few changes in business processes are required. Open source enterprise applications are attractive to companies because of their low cost.
answer
Enterprise applications are best implemented when few changes in business processes are required.