Deck 11: Enterprise Systems

Question 1

E-distributors offer fast delivery of a wide selection of products and services,usually at lower prices,and they help companies reduce the time and expense of searching for goods.

Answer 1

True

Question 2

In a manufacturing firm,management activities in the information flow area of supply chain management (SCM) system consist of handling credit terms,payment schedules,and consignment and title ownership arrangements.

Answer 2

False

Question 3

Attracting new customers is less expensive in comparison with businesses maintaining current customers.

Answer 3

False

Question 4

Using the Internet and Web protocols for electronic data interchange (EDI) increases the cost of transmitting documents.

Question 5

Typically,an organization hosting an online auction collects transaction fees for the service.

Question 6

One of the disadvantages of an e-marketplace is that a single platform for prices means that there are fewer bargains.

Question 7

Supply chains exist in both service and manufacturing organizations.

Question 8

Transmitting across the Internet involves lower security risks than traditional electronic data interchange (EDI).

Question 9

In a manufacturing firm's supply chain,raw materials flow from consumers to suppliers.

Question 10

With the advent of XML,more organizations have shifted toward traditional electronic data interchange (EDI).

Question 11

In an Internet-enabled supply chain management (SCM),the customer service function includes responding to customers' complaints,issuing notifications (such as product recalls),and providing around-the-clock customer service.

Question 12

Auctions help determine the price of goods and services when the original set price is too high.

Question 13

For organizations that do not have in-house resources to develop a supply chain management (SCM) system,several vendors offer comprehensive solutions for this purpose.

Question 14

A key decision in supply chain management (SCM) related to manufacturing is cost.

Question 15

The goal of collaborative planning,forecasting,and replenishment (CPFR) is to improve operational efficiency and manage inventory.

Question 16

With a structured process of sharing information among supply chain members,retailers can compare customer demands or sales forecasts with a manufacturer's order forecast.

Question 17

A supply chain management (SCM) system coordinates the procurement,transformation,and distribution of products.

Question 18

Handling unforeseen problems is called "exception management," and lessons learned during this process can be used in future planning.

Question 19

Online auctions are ineffective for selling excessive inventory.

Question 20

A traditional electronic data interchange (EDI) uses proprietary protocols and networks.

Question 21

A(n) _____ is a supply chain management (SCM) technology that enables business partners to send and receive information on business transactions.

A) purchase order
B) extended markup language
C) electronic data interchange
D) printed invoice

Question 22

Which of the following is a key decision about inventory in supply chain management (SCM) related to manufacturing?

A) How much should be produced?
B) What should be produced?
C) How much should be ordered?
D) Where should manufacturing facilities be placed?

Question 23

One drawback of a well-designed enterprise resource planning (ERP) system is an increase in inventory costs.

Question 24

Which of the following elements plays a major role in implementing a supply chain management (SCM) system?

A) Auctions
B) SDLC modules
C) CASE tools
D) The Internet

Question 25

In service organizations,one of the major links in the supply chain includes _____.

A) distribution centers
B) manufacturing facilities
C) software
D) hardware

Question 26

Knowledge management draws on concepts of organizational learning and organizational culture.

Question 27

Information management is broader in scope than knowledge management because the latter tends to focus on just explicit knowledge.

Question 28

By using _____ for the electronic exchange of information,companies can improve the efficiency and effectiveness of the supply chain process.

A) virtual private networks
B) traditional electronic data interchange (EDI)
C) paper documents
D) the Internet and established Web protocols

Question 29

Several IT tools are needed to implement a personalization system.

Question 30

Which of the following statements is true of traditional electronic data interchange (EDI)?

A) EDI uses nonproprietary standards.
B) EDI is more beneficial when there are more companies in the EDI network.
C) When the number of partners is large in the EDI network, the cost per partner is higher.
D) When EDI uses the Internet and Web protocols, the cost of transmitting documents increases.

Question 31

A grocery store offering loyalty cards with discounts to its customers is an example of how transaction data can be used in a customer relationship management (CRM) system.

Question 32

In general,the best way to gather tacit knowledge is interactively,such as interviewing the employee with specific questions about how he or she would handle an issue.

Question 33

Which of the following is a key decision in supply chain management (SCM) related to manufacturing?

A) Cost
B) Control
C) Revenue
D) Location

Question 34

A customer relationship management (CRM) system consists only of sales automation and customer support activities.

Question 35

In the context of Internet-enabled supply chain management (SCM),bargaining and renegotiating prices and term agreements are a part of _____ activities.

A) order processing
B) purchasing / procurement
C) production scheduling
D) inventory management

Question 36

Tacit knowledge can be captured easily in data repositories.

Question 37

Organizations can pay external agencies for additional data about their potential customers.

Question 38

In a manufacturing firm's supply chain management (SCM) system,handling credit terms and payment schedules are a part of the _____ flow.

A) product
B) information
C) finances
D) location

Question 39

Having modular components is a major factor in the success of enterprise resource planning (ERP) systems because it keeps costs down.

Question 40

Overseeing order transmissions is part of the _____ flow in a manufacturing firm's supply chain management (SCM) system.

A) product
B) information
C) location
D) finances

Question 41

_____ is a technique used to improve customer relationship management (CRM) systems by identifying,storing,and disseminating information facts about how to perform tasks.

A) Supply chain management
B) Collaborative filtering
C) Collaborative forecasting
D) Knowledge management

Question 42

In the context of e-marketplaces,a company can purchase a(n) _____ package that might include services from different vendors,but the e-distributor coordinates them into one package for customers.

A) enterprise resource planning
B) online auctions
C) maintenance, repair, and operations
D) electronic data interchange

Question 43

Marketing strategies in a customer relationship management (CRM) system focus on:

A) long-term relationships with customers.
B) transactions with customers.
C) organizing contacts with business partners.
D) procurement and order processing.

Question 44

In the context of Internet-enabled supply chain management (SCM),handling returned goods and out-of-stock notifications to customers is a part of _____ activities.

A) order processing
B) customer service
C) production scheduling
D) inventory management

Question 45

In the context of Internet-enabled supply chain management (SCM) system activities,providing real- time stock information and replenishing stock quickly is a part of _____.

A) customer service
B) production scheduling
C) procurement
D) inventory management

Question 46

The customer relationship management (CRM) feature known as _____ is used to automate e-mail,call logs and campaign management.

A) salesforce automation
B) Web-based CRM
C) survey management
D) on-premise CRM

Question 47

An online auction is based on the _____ business model of e-commerce.

A) merchant
B) infomediary
C) brokerage
D) subscription

Question 48

E-commerce sites use _____ to send notifications on new products and services.

A) Web portals
B) e-mail
C) intranets
D) data mining tools

Question 49

_____ is a search for specific information or patterns,using input from multiple business partners and data sources.

A) Personalization
B) Customization
C) Collaborative filtering
D) Collaborative forecasting

Question 50

In a(n) _____,companies invite sellers to submit bids for products and services.

A) reverse auction
B) English auction
C) Dutch auction
D) first-price auction

Question 51

Using _____ requires gathering a lot of information about customers' preferences and shopping patterns,and some customers get impatient with answering long surveys about their preferences.

A) cybersquatting
B) customization
C) personalization
D) replication

Question 52

_____ help businesses maintain a competitive edge in the supply chain by solving time-constraint problems for international trade and making it possible to conduct business around the clock.

A) E-checks
B) E-marketplaces
C) E-procurements
D) E-wallets

Question 53

_____ are effective in tracking and analyzing customers' buying patterns,which help businesses meet customers' needs.

A) Web portals
B) Data-mining tools
C) Extranets
D) E-commerce sites

Question 54

One drawback of collaborative filtering (CF) is that:

A) it does not work well for a single product category.
B) it needs a large sample of users and content to work well.
C) it can accept inputs from only one data source at a time.
D) it is not useful for making recommendations across related as well as unrelated categories.

Question 55

_____ help determine the price of goods and services when there is no set price in the marketplace.

A) Bargains
B) Auctions
C) Barters
D) Crawlers

Question 56

In the context of Internet-enabled supply chain management (SCM) system activities,coordinating just-in-time (JIT) inventory programs with vendors and suppliers is a part of _____.

A) production scheduling
B) procurement
C) inventory management
D) order processing

Question 57

_____ CRM is one of the approaches used for implementing customer relationship management (CRM) applications that is often used by organizations with an established IT infrastructure,and is implemented much like any other IT system.

A) Collaborative
B) Reverse
C) Web-based
D) On-premise

Question 58

_____ are common examples of e-marketplaces.

A) E-auctions
B) Internet service providers
C) E-distributors
D) Web-based CRMs

Question 59

The main goal of a(n) _____ system is to improve services offered to consumers and use consumer contact information for targeted marketing.

A) integrated marketing communication
B) supply chain management
C) customer relationship management
D) enterprise resource planning

Question 60

A _____ market concentrates on coordinating a business process or function involving multiple vendors.

A) horizontal
B) vertical
C) diagonal
D) hierarchical

Question 61

Explicit knowledge is _____ knowledge.

A) formal
B) personal
C) informal
D) subjective

Question 62

The customer relationship management (CRM) feature known as _____ assists with such tasks as controlling inventory,processing orders,tracking customer interactions,and analyzing sales forecasts and performance.

Question 63

In the context of a manufacturing firm's supply chain management (SCM) system,management activities in the _____ area manages the movement of goods all the way from suppliers to customers,including customer service and support.

Question 64

The _____ component of an enterprise resource planning (ERP) system collects and analyzes relevant internal and external data and information needed by other functions.

A) unified database
B) supply chain
C) accounting
D) e-commerce

Question 65

The _____ component of an enterprise resource planning (ERP) system provides information on assessing job candidates.

A) human resources
B) supply chain
C) unified database
D) customer relationship management

Question 66

_____ is the process of working with suppliers and other partners in the supply chain to improve procedures for delivering products and services.

Question 67

A(n) _____ is a third-party exchange (a B2B business model) that provides a platform for buyers and sellers to interact with each other and trade more efficiently online.

Question 68

A practice where a store sends coupons to a customer for a more expensive brand of a product in the hope that the customer's family would prefer the brand is called _____.

Question 69

Which of the following components of an enterprise resource planning (ERP) system provides business-to-consumer (B2C) information related to order status and business-to-business (B2B) information related to suppliers and business partners?

A) Customer relationship management (CRM)
B) Vendor integration
C) Supply chain
D) E-commerce

Question 70

A(n) _____ is an integrated network consisting of an organization,its vendors,transportation companies,and brokers used to deliver goods and services to customers.

Question 71

In an enterprise resource planning (ERP) system,the _____ component supplies information on production costs and pricing.

Question 72

_____ is an executive position created for overseeing knowledge management within an organization.

Question 73

_____ is used to coordinate supply chain members through point-of-sale (POS) data sharing and joint planning.

Question 74

Which of the following is a disadvantage of an enterprise resource planning (ERP) system?

A) Need for extensive training
B) Increase in labor costs
C) Increase in order-to-fulfillment time
D) Planning and scheduling issues

Question 75

A(n) _____ is an application used in all functions of a business that supports decision making throughout an organization.

Question 76

_____ allows customers to modify the standard offering,such as selecting a different home page to be displayed each time a user opens his or her Web browser.

Question 77

_____ consists of the processes a company uses to track and organize its contacts with consumers.

Question 78

_____ is an integrated system that collects and processes data and manages and coordinates resources,information,and functions throughout an organization.

Question 79

The customer relationship management (CRM) feature known as _____ is used to manage call centers and help desks and can sometimes answer customers' queries automatically.

Question 80

Hosting service available for supply chain management (SCM) systems is called _____.