Deck 11: Enterprise Systems

Question 1

Amdocs CRM is a software package available for setting up a CRM system.

Answer 1

True

Question 2

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

Answer 2

True

Question 3

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

Answer 3

True

Question 4

For organizations that don't have in-house resources to develop an SCM system,several vendors offer comprehensive solutions for this purpose.

Question 5

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

Question 6

An effective CRM system attracts new customers,which is less expensive in comparison with businesses maintaining current customers.

Question 7

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

Question 8

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 9

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

Question 10

A CRM system consists only of sales automation and customer support functions.

Question 11

With the advent of XML,more organizations have shifted toward traditional EDI.

Question 12

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

Question 13

The four key decisions in supply chain management for manufacturing are related to: location,cost,inventory,and transportation.

Question 14

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

Question 15

A traditional electronic data interchange uses proprietary protocols and networks.

Question 16

Distribution centers are the final link of a supply chain in service organizations.

Question 17

Supply chains exist in both service and manufacturing organizations.

Question 18

In Internet-enabled SCM,the customer service function includes responding to customers' complaints.

Question 19

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

Question 20

Several IT tools are needed to implement a personalization system.

Question 21

____ are common examples of e-marketplaces.

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

Question 22

With reference to the Internet-enabled SCM 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 23

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 24

Organizations with an established IT infrastructure often choose a(n)____ CRM,which is implemented much like any other IT system.

A)collaborative
B)reverse
C)Web-based
D)on-premise

Question 25

With reference to the Internet-enabled SCM 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 26

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

Question 27

Having modular components is a major factor in the success of ERP systems because it keeps costs down.

Question 28

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

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

Question 29

A simple knowledge management system might consist of using groupware such as IBM Lotus Notes.

Question 30

Information technologies and ____ play a major role in implementing an SCM system.

A)auctions
B)SDLC modules
C)CASE tools
D)the Internet

Question 31

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

A)e-distributor
B)supply chain management
C)customer relationship management
D)enterprise resource planning

Question 32

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 33

Transaction data for a CRM system might be gathered using ____.

A)a RFID chip
B)grocery store loyalty cards
C)inventory numbers
D)reverse auctions

Question 34

____ invite sellers to submit bids for products and services.

A)Reverse auctions
B)Collaborative planning and forecasting
C)E-marketplaces
D)Maintenance, repair, and operations services

Question 35

After registering with Yahoo!,you can customize the start page by choosing your preferred layout,content,and colors; this is an example of supply chain management.

Question 36

____ enables business partners to send and receive information on business transactions.

A)Enterprise resource planning
B)Collaborative planning and forecasting
C)Electronic data interchange
D)Online auctions

Question 37

In service organizations,the link in the supply chain includes ____.

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

Question 38

Overseeing order transmissions are part of the ____ flow in a manufacturing firm's SCM system.

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

Question 39

A(n)____ system is used to coordinate operations,resources,and decision making between manufacturing,production,marketing,and human resources.

A)enterprise resource planning
B)supply chain management
C)customer relationship management
D)Web portal

Question 40

Stores use "____" to get a customer to buy additional products that they might already be purchasing from a different store.

A)competitive-selling
B)cross-selling
C)in-selling
D)out-selling

Question 41

____________________knowledge,such as how to close a sale,can be captured in data repositories and shared.

Question 42

____ is a technique used to improve CRM systems (and many other systems)by identifying,storing,and disseminating "know-how"-facts about how to perform tasks.

A)Supply Chain Management
B)Collaborative filtering
C)Collaborative forecasting
D)Knowledge management

Question 43

____________________ allows customers to modify the standard offering,such as selecting a different home page to be displayed each time you open your Web browser.

Question 44

The ____ component of an ERP system provides information on assessing job candidates.

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

Question 45

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 46

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

Question 47

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

Question 48

In an ERP,the ____________________ component supplies information on production costs and pricing.

Question 49

The ____ component of a ERP system collects and analyzes relevant internal and external data and information.

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

Question 50

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

Question 51

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

Question 52

Most ERP systems are available as ____________________,so an organization can purchase only the components it needs and add others later,if needed.

Question 53

Amazon.com,suggests products you might enjoy,based on your past browsing and purchasing habits; this is an example of ____.

A)personalization
B)customization
C)cross-selling
D)reverse auction

Question 54

With regard to a manufacturing firm's supply chain management system,management activities in the ____________________ area trace the movement of goods from suppliers to customers.

Question 55

The CRM feature known as ____________________ refers to assisting with such tasks as controlling inventory,processing orders,tracking customer interactions,and analyzing sales forecasts and performance.

Question 56

The CRM feature known as ____________________ is used to manage call centers and help desks and can sometimes answer customers' queries automatically.

Question 57

____ 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 58

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

Question 59

____________________ consists of the processes a company uses to track and organize its contacts with customers.

Question 60

When a store sends a customer coupons for a more expensive brand of milk,in the hope that the customer's family would prefer the brand,it is called "____________________."

Question 61

Describe when electronic data interchange is beneficial.

Question 62

Electronic data interchange helps to deliver accurate information about what kind of processes?

Question 63

What is a third-party exchange?

Question 64

Describe the advantage of collaborative planning,forecasting,and replenishment (CPFR).

Question 65

What IT tools are needed to implement a personalization system?

Question 66

Describe the drawbacks of an ERP system.

Question 67

Describe how a Web portal is used as a tool to improve customer service.

Question 68

Describe an e-distributor.

Question 69

List three items an organization can do with a CRM system.

Question 70

How do e-marketplaces help business to maintain a competitive edge?

Question 71

Provide an example of an application for collaborative filtering.

Question 72

Describe personalization and customization,providing examples of each.

Question 73

Describe the ways in which organizations can gain employee support when setting up a knowledge management system.

Question 74

Explain how a CRM aids organizations in marketing.

Question 75

Describe the components of a typical ERP system.

Question 76

Describe eCRM.

Question 77

List and describe the supply chain management activities that can be improved by Internet-enabled SCM.

Question 78

What are some of the tools included in a CRM system?

Question 79

What are the functions coordinated by a supply chain management system?

Question 80

Why must a knowledge management system encourage open communication via e-mails and instant messaging?