Deck 7: Business Process Management

Question 1

Systems that are designed to relieve works of tedious repetitive calculations are called

A)departmental systems.
B)inter-organizational systems.
C)cross -function systems.
D)functional systems.
E)calculation systems.

Answer 1

E

Question 2

With___________ ,organizations can make a production plan or schedule and move goods through manufacturing and sales.

A)push -pull production planning
B)pull production planning
C)production planning
D)push production planning
E)pull -push production planning

Answer 2

pull production planning

Question 3

The general ledger (GL)is an application that is traditionally run in the functional area of

A)operations.
B)accounting and finance.
C)sales and marketing.
D)manufacturing.
E)human resources.

Answer 3

B

Question 4

The elimination of the middle layer in a supply chain is called

A)intermediation.
B)price elasticity.
C)normalization.
D)disintermediation.
E)reintermediation.

Question 5

Which of the following is a (are)consequence(s)of a disjoint system?

A)Increased cost
B)Lack of integrated enterprise information
C)Inefficiency
D)Disjoint business processes
E)All of the above

Question 6

Business process design projects are expensive and difficult because

A)business processes are complex.
B)employees resist change.
C)poor business processes are inefficient.
D)business processes are complex and poor business processes are inefficient.
E)business processes are complex and employees resist change.

Question 7

___________refers to sales between a supplier and a retail customer.

A)B2B
B)B2C
C)B2G
D)C2C
E)G2B

Question 8

In sharing information with supply chain partners,___________should be a major concern.

A)strategy
B)security
C)details
D)complexity
E)governance

Question 9

Systems that are used by two or more related companies are referred to as

A)calculation systems.
B)operating systems.
C)functional systems.
D)inter-organizational systems.
E)departmental systems.

Question 10

The first information systems were in the functional area of

A)manufacturing.
B)accounting and finance.
C)sales and marketing.
D)operations.
E)human resources.

Question 11

The movement of business process design came about because systems developers began to wonder how they could

A)use networks to go beyond just automating functional applications.
B)develop customer management relationship systems.
C)use systems to automate the supply chain.
D)improve existing functional systems.
E)integrate several different areas in an entire value chain.

Question 12

SAP is one of the leading vendors of___________ software.

A)DBMS
B)SCM
C)CRM
D)CASE
E)ERP

Question 13

Payroll is an application that is traditionally run in the functional area of

A)operations.
B)accounting and finance.
C)sales and marketing.
D)human resources.
E)manufacturing.

Question 14

Lead tracking is an application that is traditionally run in the functional area of

A)human resources.
B)manufacturing.
C)accounting and finance.
D)sales and marketing.
E)operations.

Question 15

Functional applications are sometimes call

A)functional silos.
B)inefficient systems.
C)islands of automation.
D)functional islands.
E)isolated silos.

Question 16

The___________ of the second era facilitated the work of a single department or function.

A)calculation systems
B)departmental systems
C)functional systems.
D)cross -function systems
E)inter-organizational systems

Question 17

The greatest advantages of a CRM system is that

A)sales people can potentially increase sales.
B)all the data is stored in a single database.
C)it can use sales management applications.
D)organizations can prioritize sales time and effort.
E)customer -touching processes can be linked to one another.

Question 18

Order entry is an application that is traditionally run in the functional area of

A)sales and marketing.
B)human resources.
C)operations.
D)accounting and finance.
E)manufacturing.

Question 19

___________refers to sales between companies.

A)B2G
B)B2C
C)G2B
D)B2B
E)C2C

Question 20

In the decision to adopt e -commerce into a company's business model one of the primary considerations should be

A)channel conflicts.
B)reintermediation factors.
C)production capacity.
D)the geo -political environment.
E)customer reactions.

Question 21

___________systems link up all the processes that touch the customer.

A)SRM
B)CRM
C)MRP
D)ERP
E)CASE

Question 22

Which of the following is an example of a B2B organization?

A)Amazon.ca
B)Cisco.com
C)Hmv.ca
D)Toys-R-Us.com
E)Sears.ca

Question 23

Oracle,Syspro,and SAP are all examples of ___________ software vendors.

A)ERP
B)MRP
C)SCM
D)CRM
E)CASE

Question 24

In a___________ manufacturing process,production plans are created from signals from customers that products or components are currently needed.

A)CAM
B)push -pull
C)pull
D)push
E)MPS

Question 25

Which of the following is a rationale for business process design?

A)Companies should not improve existing functional systems; they should create new,more efficient business processes that integrate the activities of all departments involved in a value chain.
B)Existing business processes are returning a good ROI.
C)Business processes are inefficient.
D)Existing systems do not support the value chain.
E)Existing functional systems are flawed.

Question 26

Systems that are designed to support activities across departmental boundaries are called

A)inter-organizational systems.
B)operating systems.
C)functional systems.
D)cross -departmental systems.
E)calculation systems.

Question 27

___________is an example of a calculation system.

A)Order entry
B)MRP
C)Purchasing
D)CRM
E)Payroll

Question 28

When functional systems are isolated,business processes are

A)redundant.
B)incomplete.
C)not integrated
D)disjointed.
E)outdated.

Question 29

When implementing a system such as SAP companies must (can)

A)adhere to industry standard processes.
B)experience substantial change.
C)experience its primary benefits from the software
D)continue to use all their own business process standards.
E)save money.

Question 30

Inventory management is an application that is traditionally run in the functional area of

A)operations.
B)manufacturing.
C)accounting and finance.
D)human resources.
E)sales and marketing.

Question 31

Functional applications are sometimes called functional

A)confusion.
B)silos.
C)islands.
D)automation.
E)integration.

Question 32

___________systems link up all the direct activities in the organization including logistics,operations, manufacturing,sales and marketing,and support.

A)ERP
B)SCM
C)CASE
D)CRM
E)MRP

Question 33

___________support the business processes of attracting,selling,managing,delivering,and supporting customers.

A)Value Chain Management Systems
B)Enterprise Resource Planning Systems
C)Supplier Relationship Management Systems
D)Customer Relationship Management Systems
E)Supply Chain Management Systems

Question 34

___________are used by non -manufacturers,such as distributors and retailers.

A)Operations systems
B)Manufacturing systems
C)Accounting systems
D)Human resource systems
E)Marketing and sales systems

Question 35

If the order entry system defines part numbers using a 6 -digit code and the inventory system defines part numbers using an 8 digit code,the data must be ___________in order for the two systems to share data.

A)converted
B)re -structured
C)recombined
D)updated
E)imported

Question 36

Which of the following is a (are)problem(s)with functional systems?

A)Potential lack of data integrity
B)Inconsistent data results
C)Isolated systems
D)Disjoint business processes
E)All of the above

Question 37

Which of the following is a function of a manufacturing system?

A)Order management
B)Inventory management
C)Work in process
D)Customer service
E)Order entry

Question 38

When an organization adopts an ERP they gain benefits from it because it

A)standardizes all of the corporate data.
B)has process blueprints.
C)integrates all the activities in the organization.
D)places all the corporate data into a single database.
E)allows the organization to gain the benefit of processes that have already been proven successful.

Question 39

One of the problems of functional systems is that data stored for different functional areas may be inconsistent and

A)outdated.
B)not integrated
C)incomplete.
D)disjointed.
E)redundant.

Question 40

B2B refers to e -commerce sales between

A)industries.
B)departments.
C)bands of consumers.
D)companies.
E)charities.

Question 41

___________ systems are functional systems that store data about potential customers,their product interests,and contacts with them by sales personnel for lead -tracking purposes.

Question 42

___________is a business process for managing all contacts between an organization and its suppliers.

A)FRM
B)SRM
C)BRM
D)CRM
E)KRM

Question 43

A(n)___________ system stores all customer data in one place.

Question 44

Diagrams that show business processes show the ___________ of one set of processes are referred to as blueprints.

Question 45

Systems that cross functional ___________are known as cross -functional systems.

A)processes
B)functions
C)boundaries
D)systems
E)departments

Question 46

Which of the following are examples of functional systems?

A)Accounting systems
B)Operations Systems
C)Marketing and Sales Systems
D)Manufacturing systems
E)All of the above

Question 47

To fully approach their potential many experts agree that B2B and B2G applications must

A)integrate ERP systems into their business models.
B)reach a wider audience.
C)incorporate non -merchant e -commerce.
D)become electronic exchanges.
E)integrate CRM and SRM systems.

Question 48

On a web site,a customer's clickstream data provides a record of___________ on the site.

A)the ads viewed
B)everything done
C)the links clicked
D)the orders placed
E)the queries activated

Question 49

Data about what customers are doing on a company web site is called___________ _ data.

Question 50

Which of the following is a well -known non -merchant e -commerce systems?

A)Hmv.ca
B)Sears.ca
C)ibm.ca
D)Sap.com
E)Ebay.ca

Question 51

___________ refers to sales between companies and government organizations.

A)B2G
B)C2C
C)B2C
D)G2B
E)B2B

Question 52

In an ERP the processes in the business ___________ have been tried and tested by hundreds of organizations.

Question 53

Web 2.0 differs from e -commerce because of its focus on

A)allowing consumers to purchase goods and services.
B)providing services that can access large numbers of people.
C)allowing new business models in the retail sector.
D)allowing non -merchant companies to participate in web based business.
E)creating new business models.

Question 54

___________support all of the primary business processes as well as the human resources and accounting support processes.

A)Enterprise Resource Planning Systems
B)Supply Chain Management Systems
C)Customer Relationship Management Systems
D)Value Chain Management Systems
E)Supplier Relationship Management Systems

Question 55

___________provide goods and services at a stated price and they arrange for the delivery of the goods,but they never take title.

A)E -commerce exchanges
B)E -commerce auctions
C)Electronic exchanges
D)Clearing houses
E)Digital markets

Question 56

Which of the following is not a driver of supply chain management performance?

A)Facilities
B)Inventory
C)Information
D)Hardware
E)Transportation

Question 57

Personnel performance assessments are tasks that are supported by the___________ functional systems.

Question 58

Examples of integrated,cross functional information systems include CRM and

A)CAM.
B)CASE.
C)ERP.
D)CAO.
E)CAD.

Question 59

Which of the following is involved in supply chain management?

A)VRM
B)CRM and VRM
C)SRM and CRM
D)CRM
E)SRM

Question 60

Which of the following is a phase of the customer life cycle?

A)Customer acquisition
B)Marketing
C)Loss /churn
D)Relationship management
E)All of the above

Question 61

___________is software that integrates all of the processes that touch a customer.

Question 62

Integrated CRM applications store data in (a(n))___________ _ database(s).

Question 63

B2G e -commerce refers to sales between companies and___________ organizations.

Question 64

In B2B e -commerce,sales are made between companies.

Question 65

Because all customer data resides in a single location in a CRM system all CRM processes can be ___________ to one another.

Question 66

___________evolved out of the earlier calculation systems to help generate information and reports for each area.

Question 67

When sharing inventory data with supply chain partners it is especially important that proper___________ are set up so that potential competitors cannot access sensitive information that could be used against your firm.

Question 68

___________systems are used by two or more related companies.

Question 69

With SAP software the processes for using the software are___________ .

Question 70

One of the most successful vendors of ERP software is the German firm ___________.

Question 71

Cash management is a task that is supported by ___________ functional systems.

Question 72

___________were developed to solve the problems associated with functional silos.

Question 73

A typical information system for B2C provides a web -based application or web___________ by which customers enter and manage their orders.

Question 74

Early information systems were associated with___________tasks such as accounts payable and maintaining the general ledger.

Question 75

___________systems include HR,Accounting and Finance,Marketing and Sales,Operations, and Manufacturing.

Question 76

When a salesperson enters a customer order and verifies the customer's credit they are using a functional application from the___________systems.

Question 77

Systems that integrate all of an organization's core processes are called______Systems

Question 78

To compete internationally,organizations must eventually achieve the efficiencies of cross -functional, ___________ systems.

Question 79

Organizations that produce custom,"one -off," products fall ___________of the push / pull production planning categories.

Question 80

"Make them and sell them" is the philosophy of ___________.