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

Accepted Answer

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.

Accepted Answer

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

Accepted Answer

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

Accepted Answer

Fulfillment ensures that the right quantity of parts for production or products for sale,arrive at the right time.

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

Accepted Answer

Sales force automation (SFA)systems automatically track all the steps in the sales process.The sales process contains many steps,including contact management,sales lead tracking,sales forecasting and order management,and product knowledge.

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

Accepted Answer

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

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

Accepted Answer

Most large manufacturing companies use just-in-time manufacturing processes,which ensure that the right parts are available as products in process move down the assembly line.Just-in-time (JIT)is a method for producing or delivering a product or service just at the time the customer wants it.

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.

Accepted Answer

Just-in-time (JIT)is a method for producing or delivering a product or service just at the time the customer wants it.

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.

Accepted Answer

A supply chain management (SCM)system is an IT system that supports supply chain management activities by automating the tracking of inventory and information among business processes and across companies.A customer relationship management (CRM)system uses information about customers to gain insights into their needs,wants,and behaviors in order to serve them better.

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

Accepted Answer

Revenue and profit ensures no sales are lost because shelves are empty.

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

Accepted Answer

Customer service and support are functions that support CRM after the sale.These vitally important subsystems of a CRM system enable businesses to provide prompt and effective customer service and accurate and timely product support.Customer service and support functions are definitely multi-channel,attempting to meet the service needs of customers by phone,e-mail,Web,text message,Facebook presence,and so on.

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

Accepted Answer

Logistics keeps the cost of transporting materials as low as possible consistent with safe and reliable delivery.

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.

Accepted Answer

A supply chain management (SCM)system is an IT system that supports supply chain management activities by automating the tracking of inventory and information among business processes and across companies.

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

Accepted Answer

Sales force automation (SFA)systems automatically track all the steps in the sales process.

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

Accepted Answer

SFA systems empower sales representatives with information and business intelligence focused on customer buying patterns and needs.They help people at all levels of the organization to forecast future sales.

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

Accepted Answer

Information partnership refers to two or more companies cooperating by integrating their IT systems,thereby providing customers with the best of what each can offer.

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

Accepted Answer

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

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

Accepted Answer

Information partnership refers to two or more companies cooperating by integrating their IT systems,thereby providing customers with the best of what each can offer.

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

Accepted Answer

Inter-modal transportation is the use of multiple channels of transportation-railway,truck,boat,and so on-to move products from origin to destination.

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)

Accepted Answer

Supply chain management (SCM)tracks inventory and information among business processes and across companies.

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

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

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

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?

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

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

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

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?

Just-in-time (JIT) is:

What is the difference between SCM and CRM?

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

_____ are functions that support CRM after the sale.

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

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

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

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

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

In relation to SCM,what is an information partnership?

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

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