Deck 3: Strategic Initiatives for Implementing Competitive Advantages

Question 1

Which of the following can a customer use to contact an organization?

A) Telephone.
B) Email.
C) Web access.
D) All of these.

Answer 1

D
Explanation: A customer can contact an organization through any of these methods.

Question 2

What type of system did Kaiser Permanente implement in order to improve and prolong the lives of diabetics?

A) Supply chain management.
B) Customer relationship management.
C) Enterprise resource planning.
D) All of these.

Answer 2

B
Explanation: Kaiser Permanente implemented a CRM system to help diabetics.

Question 3

What is enterprise resource planning?

A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish a specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Answer 3

C
Explanation: This is the definition of enterprise resource planning (ERP).

Question 4

Which of the following is not a valid way that a CRM system can collect information?

A) Accounting system.
B) Order fulfillment system.
C) Inventory system.
D) Customer's personal computer.

Question 5

Which company used BPR to change its industry by implementing a mobile claims process?

A) Saab.
B) Progressive Insurance.
C) Trek.
D) Charles Schwab.

Question 6

Which of the following defines supply chain logistics?

A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Question 7

What can effective and efficient supply chain management systems enable an organization to accomplish?

A) Increase the power of its buyers.
B) Increase its supplier power.
C) Increase switching costs to increase the threat of substitute products or services.
D) All of these.

Question 8

What is the purpose of business process reengineering?

A) To make all business processes the best-in-class.
B) To make all employees the best-in-class.
C) To make all business partners the best-in-class.
D) All of these.

Question 9

What is the key word in ERP?

A) Enterprise.
B) Resource.
C) Planning.
D) All of these.

Question 10

Which of the following defines supply chain strategy?

A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Question 11

Which of the following is an organizational result from an effective and efficient supply chain management system?

A) Decrease the power of its buyers.
B) Create entry barriers, thereby reducing the threat of new entrants.
C) Increase efficiencies while seeking a competitive advantage through cost leadership.
D) All of these.

Question 12

All of the following are part of the four basic components of supply chain management except:

A) Supply chain strategy
B) Supply chain customers
C) Supply chain partners
D) Supply chain logistics

Question 13

Walmart and Procter and Gamble implemented a tremendously successful SCM system.The system linked Walmart's _____________ centers directly to Procter and Gamble's _____________ centers.

A) Manufacturing, distribution
B) Distribution, manufacturing
C) Stores, distribution
D) Distribution, retail

Question 14

What is business process reengineering?

A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish as specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) None of these.

Question 15

Which of the following defines supply chain operations?

A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Question 16

What is a business process?

A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish a specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) None of these.

Question 17

What is CRM?

A) A strategy.
B) A technology.
C) Both a technology and a strategy.
D) Neither a technology nor a strategy.

Question 18

Which of the following defines supply chain partners?

A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Question 19

Charles Schwab recouped the cost of a multimillion-dollar system in less than two years.What type of system was it?

A) Supply chain management.
B) Customer relationship management.
C) Enterprise resource planning.
D) All of these.

Question 20

What does supply chain management involve?

A) The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency.
B) The management of information flows between and among stages in a supply chain to maximize total supply chain costs.
C) The management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.
D) None of these.

Question 21

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

A) Accounting.
B) CRM.
C) Sales.
D) Human resources.

Question 22

In terms of Porter's Five-Forces Model,explain the benefits an organization can receive from implementing an efficient and effective SCM system.

Question 23

Summarize why CRM is more than just technology and must be embraced on an enterprise-wide level,along with the types of things an organization can determine when using a CRM system.

Question 24

Supply chain strategy,supply chain partners,supply chain operation,and supply chain logistics are the four basic components of supply chain management.

Question 25

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Question 26

Enterprise resource planning systems ______________ all departments and functions throughout an organization into a single IT system.

Question 27

Supply chain _________ is the product delivery processes and elements,including orders,warehouses,carriers,defective product returns,and invoicing.

Question 28

Eddie Bauer has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Question 29

A business process is the analysis and redesign of workflow within and between enterprises.

Question 30

Progressive Insurance used CRM to revamp its insurance claims process.

Question 31

Business process reengineering is the analysis and _________ of workflow within and between enterprises.

Question 32

Which type of system did Saab implement to gain a competitive advantage?

A) SCM
B) CRM
C) BPR
D) ERP

Question 33

Supply chain _________ is the schedule for production activities,including testing,packaging,and preparation for delivery.

Question 34

Explain the goal of enterprise resource planning.

Question 35

List and describe the four components of supply chain management.

Question 36

Customer relationship management involves ______________ all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Question 37

Supply chain _________ is the strategy for managing all the resources required to meet customer demand for all products and services.

Question 38

Supply chain ________ are the partners chosen to deliver finished products,raw materials,and services,including pricing,delivery,and payment processes,along with partner relationship monitoring metrics.

Question 39

Customer relationship management involves managing all aspects of a customer's relationship with an organization.

Question 40

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Question 41

Describe SCM,CRM,and ERP and the differences among them.

Question 42

Identify how an organization can use business process reengineering to improve its business.