Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
Chapter 9
| Question | Answer |
|---|---|
| A company's suppliers, suppliers' suppliers, and the processes for managing relationships with them is the: | Upstream portion of the supply chain |
| Cross-selling is the marketing of complementary products to customers. | True |
| Components or parts of finished products are referred to as: | Intermediate products |
| Customer relationship management systems typically provide software and online tools for sales, customer service, and: | Marketing |
| Supply chain planning systems perform all of the following functions except: | Track the physical status of goods |
| _______ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. | ERM |
| 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 what problems? | Coordination issues caused by the merger of Scott's Miracle-Gro |
| Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs. | True |
| The measurement of the number of customers who stop using or purchasing products or services from a company is called: | Churn rate |
| Which supply chain planning function determines how much product is needed to satisfy all customer demands: | Demand planning |
| A build-to-order supply-chain model is also called a _______ model. | Demand-driven |
| Next generation enterprise suites use _______ and SOA to link to systems of customers and suppliers. | Web services |
| Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes _______ applications. | Analytical CRM |
| Using social networking tools to converse with customers is called: | Social CRM |
| 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. | Execution |
| Capabilities of supply chain execution systems would not include: | Identifying the optimal transportation mode |
| Major CRM application software vendors include Oracle, SAP, and Salesforce.com | True |
| CRM software can help organizations identify high-value customers for preferential treatments. | True |
| Which of the following is not an example of next-generation enterprise applications: | Solutions incorporating SCM |
| The bullwhip effect is countered by: | Reducing information uncertainty |
| In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain. | False |
| Which of the following statements about enterprise applications is not true: | Enterprise applications are best implemented when few changes in business processes are required. |
| Inefficiencies in a supply chain are primarily caused by inaccurate information. | True |
| In order to achieve maximum benefit from an enterprise software package, a business: | Changes the way it works to match the software's business processes. |
| Marketing modules in CRM systems would provide tools for: | Identifying profitable and unprofitable customers |
| 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 |
| Supply chain software can be classified as either supply chain _______ systems or supply chain ______ systems. | Planning; execution |
| Walmart is an example of a push-based model. | False |
| Customer service modules in CRM systems provide tools for: | Assigning and managing customer service data |
| SFA modules in CRM systems would provide tools for: | Managing sales prospect and contact information |
| A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain _______ system. | Execution |
| ______ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. | Operational |
| All of the following service capabilities would be found in major CRM products except: | Order management |
| Selling a customer with a checking account a home improvement loan is an example of: | Cross-selling |
| Safety stock acts as a buffer for the lack of flexibility in the supply chain. | True |
| A _______ is a method of interaction with a customer, such as a telephone or customer service desk. | Touch point |
| Which of the following is not true about enterprise systems: | Enterprise software is expressly built to allow companies to mimic their unique business practices. |
| Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget. | True |
| From your reading of the chapter's opening case, ACH Food Companies implemented new information systems in order to achieve which of the following business objectives: | Operational excellence |
| Enterprise systems require fundamental changes in the way a business operates. | True |
| Supply chain management systems are a type of enterprise system. | False |
| 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. |
| Which of the following is an important capability for sales processes that is found in most major CRM software products: | Lead management |
| Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain: | Safety stock |
| Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product. | False |
| Operational CRM applications include tools for: | Salesforce automation |
| Supply chain complexity and scale increases when firms: | Develop products and services that coordinate |
| The business value of an effective supply chain management system includes all of the following except: | XXXXXXXXXXXXXXXXXXXXXXXxxx |
| _______ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. | PRM |
| Before the internet, supply chain coordination was hampered by the difficulties of making information flow smoothly among different supply chain processes. | True |
| Which of the following would not be considered a contact point: | Intranet |
| ________ 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. | SFA |
| As they move through the supply chain, _______ are transformed into finished products and shipped to retailers and customers. | Raw materials |
| The total time it takes to complete a business process, from start to finish, is called its ______ time. | Cycle |
| Which of the following is not one of the four types of customers described in the case study on graybar: | Niche customers |
| 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. | Bullwhip |
| All CRM packages contain modules for PRM and ERM. | False |
| The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers. | False |
| 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 |
| When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with: | Configuration tables |
| A company's organizations and processes for distributing and delivering products to the final customers is the: | Downstream portion of the supply chain |
| 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. | False |
| 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: | Supply chain |
| Analyzing customer buying patterns is an example of: | Analytical CRM |
| Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application. | Business intelligence |
| 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. | Planning |
| If manufacturers had perfect information, they could implement a: | Just-in-time strategy |
| Enterprise software is built around thousands of predefined business processes that reflect: | Best practices |
| Concurrent supply chains are made possible by which technology: | The internet |
| A supply chain driven by actual customer orders or purchases follows a ________ model. | Pull-based |
| An enterprise system helps reduce redundant business processes. | False |
| Enterprise systems include analytical tools. | True |
| Why is overstocking warehouses not an effective solution for a problem of low availability? | It increases inventory costs |
Created by:
scottcampbell