Deck 2: Major Business Initiatives: Gaining Competitive Advantage With It

Question 1

The path a product or service follows from the originator of the product or service to the end consumer is called ____.

A)inventory control
B)the market strategy
C)the distribution chain
D)transaction processing

Answer 1

C
Explanation: A distribution chain is simply the path a product or service follows from the originator of the product or service to the end consumer.

Question 2

Which of the following is a fundamental goal of CRM systems?

A)To produce and deliver a product or service at the time the customer wants it.
B)To lower the costs of maintaining inventory systems.
C)To manage and track customer interactions.
D)To continuously improve the quality of products and processes.

Answer 2

C
Explanation: A fundamental goal of a CRM system is the management and tracking of all customer interactions.The communications within the various channels must be organized and carefully recorded for each customer.

Question 3

E-mail,fax,phone,and the Web are all ways in which most companies interact with their customers.What term describes this method of communication?

A)Inter-modal communication
B)Customer collaborative systems
C)Multi-channel service delivery
D)Multi-path convergence

Answer 3

C
Explanation: Multi-channel service delivery is the term that describes a company's offering multiple ways in which customers can interact with it.E-mail,fax,phone,and the Web are all ways in which most companies interact with their customers.

Question 4

Which of the following supply chain activities ensures that the right quantity of parts arrive at the right time for production or sale?

A)Logistics
B)Production
C)Cost and Price
D)Fulfillment

Question 5

Which of the following steps is included in the sales process?

A)Analytics
B)Contact management
C)Customer service and support
D)Marketing campaign management

Question 6

Most large manufacturing companies use _____ processes,which ensure that the right parts are available as products in process move down the assembly line.

A)ready manufacturing
B)just-in-time manufacturing
C)hyper manufacturing
D)immediate production

Question 7

If you were to purchase a car and the assembly of that car was dictated by your requirements before it was manufactured,you would be utilizing which type of manufacturing process?

A)Customer-driven manufacturing
B)Just-in-time manufacturing
C)Customized construction
D)Transaction-based production

Question 8

Just-in-time (JIT)is:

A)a method for continuously improving the quality of products and processes.
B)a method of manufacturing where large inventories need to be maintained.
C)a method for producing or delivering a product or service precisely when the customer wants it.
D)a method that considers the expenditure of resources for any goal other than the creation of value for the end customer to be wasteful.

Question 9

What is the difference between SCM and CRM?

A)CRM records information about products and services;SCM records information about customers.
B)CRM stores and processes transactional information;CRM stores and processes business intelligence.
C)SCM manages production and delivery information;CRM manages customer information.
D)CRM records and processes operational data;SCM records and processes tactical information.

Question 10

Which of the following supply chain activities ensures no sales are lost because shelves are empty?

A)Logistics
B)Production
C)Cost and Price
D)Revenue and profit

Question 11

_____ are functions that support CRM after the sale.

A)Customer service and support
B)Analytics
C)Sales force automation
D)Marketing campaign management

Question 12

Which of the following supply chain activities keeps the cost of transporting materials as low as possible consistent with safe and reliable delivery?

A)Logistics
B)Production
C)Cost and Price
D)Fulfillment

Question 13

A supply chain management (SCM)system is an IT system that supports supply chain management activities by:

A)helping decision makers compile useful information to identify and solve problems and make decisions.
B)automating the tracking of inventory and information among business processes and across companies.
C)collecting,storing,modifying,and retrieving the transactions of an organization.
D)providing easy access to both internal and external information relevant to meeting the strategic goals of the organization.

Question 14

One of the primary functions of CRM is the sales force automation (SFA)system.What is SFA's purpose?

A)To track all the steps in the sales process
B)To track the movements of salespeople
C)To track products as they move from inventory to the customer
D)To track the increase or decrease in sales

Question 15

Which of the following CRM functions empower sales representatives with information and business intelligence focused on customer buying patterns and needs?

A)Customer service and support
B)Analytics
C)Sales force automation
D)Marketing campaign management

Question 16

You visit your local florist to order flowers for a party you were preparing for.The florist,however,did not have the type of flower arrangement you hoped for but the florist was able to immediately find,order,and deliver this arrangement directly to your home from their supplier.What kind of relationship does this represent?

A)An information partnership
B)A collaborative business
C)Dynamic communication
D)Customer sharing

Question 17

Which of the following systems uses information about customers to gain insights into their needs,wants,and behaviors in order to serve them better?

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

Question 18

In relation to SCM,what is an information partnership?

A)Sharing production information with potential customers
B)Two or more companies cooperating by integrating their IT systems
C)Competitive suppliers providing production schedules to the manufacturer
D)Functional areas within your business sharing information

Question 19

Which type of transportation uses multiple channels to transport products from the manufacturing location to the customer destination?

A)Hyper
B)Divergent
C)Inter-modal
D)Complex

Question 20

Which of the following activities tracks inventory and information among business processes and across companies?

A)Supply chain management (SCM)
B)Enterprise resource management (ERM)
C)Business intelligence (BI)
D)Distribution information systems (DIS)

Question 21

Which of the following systems is the primary interface to customers and sales channels,typically used to support customers or sales?

A)Back office systems
B)Front office systems
C)Decision support systems
D)Executive information systems

Question 22

An enterprise resource planning (ERP)system is:

A)a collection of integrated software for every functional area within an organization.
B)a collaborative document management system that stores and manages documents needed by the entire organization.
C)a database management system that maintains information on the information resources for the entire enterprise.
D)a strategic planning methodology that promotes enterprise-wide planning rather than decentralized planning.

Question 23

Which of the following is true of push and pull technologies?

A)The early Web was characterized by pushing static information.
B)In push technologies,organizations provide users with standardized information.
C)In pull technologies,organizations provide users with customized information based on each user's individual profile.
D)In pull technologies,users research,find,request,and retrieve the information they want.

Question 24

Which of the following ERP software is most suitable for Exacto,a precision instrument manufacturer with 400 seats?

A)Infor ERP Solution
B)Microsoft Dynamics AX
C)SAP Business One
D)Intuit QuickBooks Enterprise

Question 25

_____ was one of the first to offer SaaS for CRM software.

A)Oracle
B)SAP
C)Salesforce.com
D)Microsoft

Question 26

The Web 2.0:

A)is a technology that focuses on online collaboration,users as both creators and modifiers of content,dynamic and customized information feeds,and many other engaging Web-based services.
B)is a computer network consisting of a collection of internet sites that offer text and graphics and sound and animation resources through the hypertext transfer protocol.
C)is a reference that points to a whole document or to a specific element within a document.
D)is a computer network consisting of a worldwide network of computer networks that use the TCP/IP network protocols to facilitate data transmission and exchange.

Question 27

Which systems are typically used to fulfill and support customer orders?

A)Back office systems
B)Front office systems
C)Side office systems
D)Decision support systems

Question 28

Qriosity Inc. ,a company of less than 100 seats,is in need of suitable ERP software.The company having had a long,fruitful relationship with Microsoft for more than 10 years,wants to buy a Microsoft ERP product? Which of the following is suitable ERP software for Qriosity Inc.?

A)Microsoft Dynamics AX
B)Microsoft Dynamics GP
C)Microsoft Dynamics SL
D)Microsoft Dynamics NAV

Question 29

MailEx is a logistics company currently in need of an ERP product for managing the firm better.Which of the following ERP vendors would best suit a logistics company like MailEx?

A)Infor
B)Oracle/PeopleSoft
C)SAP
D)Microsoft

Question 30

Which of the following ERP vendors is particularly used in financials?

A)Oracle
B)Infor
C)Microsoft
D)SAP

Question 31

The early stage of ERP was carried out in the 1970s through a system called ____.

A)Customer Relationship Management (CRM)
B)Database Management System (DBMS)
C)Materials Requirement Planning (MRP)
D)Decision Support System (DSS)

Question 32

_____ is a collection of Web-based and mobile technologies that create true interactivity among users,most usually allowing users to be both creators and consumers of content.

A)World Wide Web
B)ERP
C)CRM
D)Social media

Question 33

Social media is fueled by ____.

A)Web 2.0 technologies
B)CRM technologies
C)SCM technologies
D)ERP technologies

Question 34

What is the difference between front and back office systems?

A)Front office systems are external systems;back office systems are internal.
B)Front office systems are Web based;back office systems are built on database systems.
C)Front office systems process information in the beginning of a customer's transaction;back office systems process information at the end of the customer's transaction.
D)Front office systems focus on getting the sale;back office systems focus on follow-up.

Question 35

Allmart is a retail store chain with branches in more than 20 states in the US.They are planning to change their ERP software to a more retail management-specific one.Which of the following ERP vendors would best suit Allmart?

A)SAP
B)Microsoft
C)Oracle
D)Infor

Question 36

_____ is a delivery model for software in which you pay for software on a pay-per-use basis instead of buying the software outright.

A)SaaS
B)IaaS
C)PaaS
D)DSS

Question 37

Organizations choose and deploy ERP systems for many different benefits and reasons.Which of the following is a way that firms use to calculate such benefits?

A)Through CRM and SCM
B)Through clients and customers,who get the final benefits
C)Through calculation of ROI,weighted against the benefits expected
D)Through comparison of costs of using ERP and MRP

Question 38

Which of the following is a popular ERP vendor?

A)Apple
B)SAP
C)Symantec
D)Samsung

Question 39

Forca,an aircraft manufacturing firm,needs an ERP product which specializes particularly in module area of manufacturing.Which of the following ERP vendors would best suit Forca?

A)Microsoft
B)Oracle/PeopleSoft
C)SAP
D)Infor

Question 40

Which of the following ERP software is most suitable for Forca,an aircraft manufacturer with more than 20000 employees?

A)SYSPRO
B)SAP Business One
C)Oracle ERP
D)Sage MAS 90 ERP

Question 41

_____ is a form of a microblog and allows you to send and receive text messages of roughly 140 characters or fewer.

A)Huddle
B)A tweet
C)Sparks
D)A Circle

Question 42

_____ is the professional equivalent of Facebook.

A)Google+
B)Orkut
C)LinkedIn
D)MySpace

Question 43

Information partnerships require the integration of IT systems from two or more independent companies.

Question 44

Information partnership occurs when all functional areas in a company cooperate by integrating their IT systems.

Question 45

_____ is the use of a mobile device and its location to check into locations such as businesses and entertainment venues,find friends and their locations,and receive rewards and take advantage of "specials" based on location.

A)MMORPG
B)Social locationing
C)Mobile locationing
D)Social gaming

Question 46

Domestic supply chains rarely use inter-modal transportation.

Question 47

Which of the following is a popular social shopping service?

A)Orkut
B)Bartab
C)Youtube
D)BBC

Question 48

Too many products on hand means that too much money is tied up in inventory and it increases the risk of obsolescence.

Question 49

Which of the following Google products is a social locationing system?

A)Google Maps
B)Google Plus
C)Google Latitude
D)Google Chat

Question 50

A supply chain management system automates inventory tracking but still requires that information be transferred manually.

Question 51

Games where thousands or millions of people play and interact in a robust virtual world are known as ____.

A)social networking
B)social shopping
C)MMORPGs
D)multi-player gaming

Question 52

Which of the following is a popular MMORPG?

A)Youtube
B)Google+
C)Groupon
D)World of Warcraft

Question 53

_____ is the most popular social locationing system.

A)Geoloqi
B)Facebook Places
C)Gowalla
D)Foursquare

Question 54

All organizations are seeking ways to build sustainable practices and processes that address the needs of the three Ps.What are the three Ps?

A)People,Plant,and Profit
B)Price,Promotion,and Place
C)Practicality,PR,and company Position
D)Promotion,PR,and People

Question 55

Revenue and profit are optimized by a well-designed supply chain management.

Question 56

Which of the following is a social networking site?

A)Yahoo
B)Wikipedia
C)MySpace
D)IMDB

Question 57

A CRM system uses information about customers to gain insights into their needs,wants,and behaviors in order to serve them better.

Question 58

Lower costs in the supply chain lead to increase in market share and top-line revenue.

Question 59

The distribution chain is simply the path followed from the distributor of a product or service to the end consumer.

Question 60

E-mail,fax,phone,and the Web are all ways in which most companies interact with their customers.This approach is known as multi-channel service delivery.

Question 61

ERP systems are expected to improve both back-office and front-office functions simultaneously.

Question 62

Financial strength for research and development is considered one of the major vendor qualities for ERP product selection and implementation.

Question 63

CRM was a precursor technology to ERP.

Question 64

Customer relationship management is simply a collection of software.

Question 65

Facebook is used to share your professional life and LinkedIn is used to share your personal life.

Question 66

All the associated costs of having software in-house represent variable costs.

Question 67

Social media is fueled by Web 1.0 technologies.

Question 68

An ERP system represents a massive,long-term business investment in a software system with a single focus;such systems are often brittle,slow,and nonextensible.

Question 69

Both the front office and the back office systems send customer information to the corporate database.

Question 70

Customer service and support functions are multi-channel.

Question 71

Software-as-a-service (SaaS)is a delivery model in which you buy the software outright.

Question 72

An ERP system includes all technology systems and software in your organization.

Question 73

ERP systems can improve organizations' functionalities in a single day.

Question 74

It is far more expensive to retain an existing customer than it is to acquire a new customer.

Question 75

Analytics are hard-core,numerical data that allow people to analyze operations and processes and make better decisions.

Question 76

You can post information about yourself on Facebook.

Question 77

In pull technologies,users research,find,request,and retrieve the information they want.

Question 78

An ERP system is required to have a decentralized database that organizes and manages information.

Question 79

Google+ is Google's answer to Facebook.

Question 80

World of Warcraft and Second Life are two well-known examples of MMORPGs.