Deck 11: Enterprise Systems

Question 1

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

Answer 1

True

Question 2

One of the disadvantages of an e-marketplace is that it provides a single platform for prices that is not accessible to all participants.

Answer 2

False

Question 3

In the context of knowledge management,tacit knowledge can be captured easily in data repositories.

Answer 3

False

Question 4

Several IT tools are needed to implement a personalization system.

Question 5

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

Question 6

Supply chains exist in both service and manufacturing organizations.

Question 7

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

Question 8

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

Question 9

In a supply chain management (SCM)system,transmitting documents across the Internet involves lower security risks than traditional electronic data interchange (EDI).

Question 10

Businesses find attracting new customers less expensive than maintaining current customers.

Question 11

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 12

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

Question 13

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

Question 14

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

Question 15

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

Question 16

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

Question 17

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

Question 18

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

Question 19

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 20

In 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 21

In the context of supply chain management (SCM)systems,which markup language has helped organizations use the Internet and Open electronic data interchange (EDI)to perform the same function as that of traditional EDI?

A)XML
B)HTML
C)DCML
D)SML

Question 22

Identify a true statement about an enterprise system.

A)An enterprise system is an application used in all the functions of a business.
B)An enterprise system is a two dimensional table consisting of rows and columns.
C)An enterprise system is a crucial tool for managing global reporting.
D)An enterprise system is an interactive information system consisting of hardware models.

Question 23

Which of the following is used by companies to 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 24

Which of the following is considered to be 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 the manufacturing facilities be located?

Question 25

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

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

Question 26

In a supply chain management (SCM)system,which of the following is used by a traditional electronic data interchange (EDI)to transmit documents over the Internet?

A)Proprietary protocols and networks
B)Privacy protection and data security
C)Physical and logical view
D)Patented data structure and operations

Question 27

Identify the functions coordinated by a supply chain management system (SCM).

A)Procuring materials and transforming them into intermediate and finished products or services
B)Transmitting and receiving text messages across a network
C)Marketing certain products and services and providing customized information to the consumers
D)Improving budget allocation and managing cash flows

Question 28

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

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

Question 29

​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)​business intelligence
C)​electronic data interchange
D)​printed invoice

Question 30

In a manufacturing firm's supply chain management (SCM)system,which flow oversees order transmission?

A)Product flow
B)Information flow
C)Location flow
D)Finances flow

Question 31

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

A)Auctions
B)Software development life cycle (SDLC)modules
C)CASE tools
D)The Internet

Question 32

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

A)manufacturers
B)consumers
C)retailers
D)distributors

Question 33

In supply chain management (SCM),which of the following is substituted by companies for printing,mailing,and faxing paper documents?

A)Electronic data interchange
B)Electronic data automation
C)Electronic data processing
D)Electronic data extraction

Question 34

In supply chain management (SCM),identify a process in which electronic data interchange (EDI)accelerates the delivery of accurate information.

A)Financial reporting
B)Integrated reporting
C)Operational reporting
D)Data reporting

Question 35

In manufacturing,identify one of the major links in the supply chain.

A)Distribution centre
B)Foreign key
C)Application generation
D)Global data access

Question 36

Identify a true statement about "Web-based" EDI or "Open EDI."

A)"Web-based" EDI reduces the cost of transmitting documents with the help of the Internet.
B)"Web-based" EDI has the advantage of being platform interdependent.
C)"Web-based" EDI consists of international agreements on privacy protection and data security.
D)"Web-based" EDI acts as a crucial tool for managing overseas subsidiaries.

Question 37

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

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

Question 38

For organizations that do not have in-house resources to develop a supply chain management (SCM)system,identify a vendor who offers comprehensive solutions for this purpose.

A)SAP
B)Computer Associates
C)Microsoft
D)Red Hat

Question 39

In service organizations,what is considered to be one of the major links in the supply chain?

A)Distribution centers
B)Manufacturing facilities
C)Software
D)Hardware

Question 40

In a manufacturing firm's supply chain management (SCM)system,which flow handles credit terms and payment schedules?

A)Product flow
B)Information flow
C)Finances flow
D)Location flow

Question 41

In a customer relationship management (CRM)system,which of the following is effective in tracking and analyzing customers' buying patterns?

A)A Web portal
B)A data-mining tool
C)An extranet
D)An e-commerce site

Question 42

In a customer relationship management (CRM)system,what do e-commerce sites use to send notifications on new products and services?

A)Web portals
B)E-mails
C)Intranets
D)Data-mining tools

Question 43

Which of the following helps 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 44

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 45

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

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

Question 46

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

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

Question 47

Which of the following is an example of an e-marketplace?

A)E-auction
B)Internet service provider
C)E-distributor
D)Web-based CRM

Question 48

In the context of collaborative planning,forecasting,and replenishment (CPFR),which of the following handles unforeseen problems?

A)Exception management
B)Forecasting management
C)Marketing management
D)Problem management

Question 49

Identify an auction in which companies invite sellers to submit bids for products and services.

A)Reverse auction
B)English auction
C)Dutch auction
D)First-price auction

Question 50

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

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

Question 51

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

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

Question 52

Which of the following systems' goal 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 53

Which of the following statements is true of online auctions?

A)It is a cost-effective method for selling excessive inventory.
B)It is based on the barter business model.
C)It is a method used to bring buyers and sellers together in a real marketplace.
D)It is useful in setting the price of goods when their price has already been set.

Question 54

Which of the following statements is true of an e-distributor?

A)An e-distributor offers fast delivery of a wide selection of products and services.
B)An e-distributor provides products and services at high prices.
C)An e-distributor wastes a company's time and money by searching for goods.
D)An e-distributor allows subsidiaries to make their own decisions by reducing communication.

Question 55

Which of the following statements is true of collaborative planning,forecasting,and replenishment (CPFR)?

A)It improves operational efficiency and manages inventory.
B)It nullifies supply chain members through point-of-sale (POS)data sharing.
C)It generates complex queries and reports quickly and easily.
D)It discovers patterns and trends that cannot be found with databases.

Question 56

In the context of e-marketplaces,identify the market that concentrates on coordinating a business process or function involving multiple vendors.

A)Horizontal market
B)Vertical market
C)Diagonal market
D)Hierarchical market

Question 57

In a supply chain management (SCM)system,typically,an organization hosting an _____ collects transaction fees for the service.

A)online auction
B)online advertisement
C)online investigation
D)online survey

Question 58

In the context of customer relationship management (CRM)systems,identify an approach chosen by organizations with an established IT infrastructure.

A)Collaborative CRM
B)Reverse CRM
C)Web-based CRM
D)On-premises CRM

Question 59

In a customer relationship management (CRM)system,identify a focus of marketing strategies.

A)Long-term relationships with customers
B)Transactions with customers
C)Organizing contacts with business partners
D)Procurement and order processing

Question 60

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

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

Question 61

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 management (SCM)
D)E-commerce

Question 62

In the context of a customer relationship management (CRM)systems,identify a technology used to gather information about customers' preferences and shopping patterns.

A)Transgression
B)Customization
C)Personalization
D)Replication

Question 63

In the context of personalization technology,what is the drawback of collaborative filtering (CF)?

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

Question 64

Which of the following is a search for specific information or patterns using input from multiple business partners and data sources?

A)Sales automation
B)Marketing automation
C)Collaborative filtering
D)Order processing

Question 65

In the context of knowledge management,identify a task performed by a chief knowledge officer (CKO).

A)The CKO ensures that key knowledge resources are properly collected,stored,and disseminated among the business partners.
B)The CKO ensures that the organization profits from the knowledge resources.
C)The CKO tries to minimize the return on investment (ROI)related to knowledge management systems.
D)The CKO decreases revenue by increasing the delivery time for products and services.

Question 66

An _________ 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.

A)e-marketplace
B)e-wallet
C)e-governance
D)e-distribution​

Question 67

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

A)supply chain
B)performance tracker
C)database
D)global structure

Question 68

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

A)Collaborative planning,forecasting,and replenishment (CPFR)
B)Electronic data interchange (EDI)
C)Customer relationship management (CRM)
D)Enterprise resource planning (ERP)

Question 69

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

A)product flow
B)information flow
C)finances flow
D)statistics flow​

Question 70

The _________ area in a manufacturing firms' supply chain management (SCM)oversees order transmissions and delivery status updates throughout the order processing cycle.

A)product flow
B)information flow
C)finances flow
D)cash flow

Question 71

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 _________.

A)upselling
B)proactive selling
C)cross-selling
D)versatile selling

Question 72

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)Issues in planning and scheduling

Question 73

The hosting service available for supply chain management (SCM)systems is called _________.

A)software as a service (SaaS)
B)infrastructure as a service (IaaS)
C)platform as a service (PaaS)
D)network as a service (NaaS)

Question 74

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 75

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.

A)salesforce automation
B)eCRM
C)survey management
D)automated customer service

Question 76

Identify a component of an enterprise resource planning (ERP)system that provides information on assessing job candidates.

A)Human resources
B)Supply chain
C)Unified database
D)Customer relationship management

Question 77

In customer relationship management (CRM),identify an approach used to automate e-mail,call logs,and campaign management.

A)Collaborative CRM
B)Web-based CRM
C)Reverse CRM
D)On-premises CRM

Question 78

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

A)Customer relationship management (CRM)
B)Production management (PM)
C)Supply chain management (SCM)
D)Inventory management (IM)

Question 79

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

A)enterprise system
B)collaboration system
C)decentralized system
D)analog system

Question 80

Identify a technique that improves customer relationship management (CRM)systems by identifying,storing,and disseminating "know-how."

A)Supply chain management (SCM)
B)Collaborative filtering (CF)
C)Order processing
D)Knowledge management (KM)