Deck 8: Enterprise Applications: Business Communications

Question 1

The customers' customer is upstream in the supply chain.

Answer 1

False
Explanation: The customers' customer is downstream in the supply chain.

Question 2

In the basic supply chain source refers to planning for transportation of goods to customers.

Answer 2

False
Explanation: In the basic supply chain deliver refers to planning for transportation of goods to customers.

Question 3

Application integration is the integration of data from multiple sources,which provides a unified view of all data.

Answer 3

False
Explanation: Data integration is the integration of data from multiple sources,which provides a unified view of all data.

Question 4

In the basic supply chain source refers to building relationships with suppliers to procure raw materials.

Question 5

The basic supply chain return refers to preparing to manage all resources required to meet demands.

Question 6

A backward integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Question 7

Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.

Question 8

A forward integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

Question 9

Information technology's primary role in supply chain management is creating the integrations or tight processes and information linkages between functions within a firm - such as marketing,sales,finance,manufacturing,and distribution - and between firms.

Question 10

Plan,source,make,deliver,and return are the five basic supply chain management components.

Question 11

Integrations are achieved using enterprise systems -several different types of software that sit between and provide connectivity for two or more software applications.

Question 12

Middleware translates information between disparate systems.

Question 13

Integrations provide enterprisewide support and data access for a firm's operations and business processes.

Question 14

Enterprise application integration (EAI)middleware takes a new approach to middleware by packaging commonly used applications together,reducing the time needed to integrate applications from multiple vendors.

Question 15

Data integration is the integration of a company's existing management information systems.

Question 16

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

Question 17

Integrations allow separate systems to communicate directly with each other,eliminating the need for manual entry into multiple systems.

Question 18

Enterprise application integration (EAI)connects the plans,methods,and tools aimed at integrating separate enterprise systems.

Question 19

In the basic supply chain make refers to manufacturing products and create production schedules.

Question 20

In the basic supply chain return refers to supporting customers and product returns.

Question 21

Contact management falls under the category of the customer service department's CRM tools.

Question 22

Collaborative demand planning reduces product development costs.

Question 23

Supply chain planning systems use advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory.

Question 24

Supply chain event management (SCEM)increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events.

Question 25

The Internet can completely replace the phone and face-to-face communication with customers.

Question 26

The evolution of CRM is reporting,analyzing,and predicting.

Question 27

Call scripting falls under the category of the sales department's CRM tools.

Question 28

The bullwhip effect occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain.

Question 29

List generators fall under the category of the sales department's CRM tools.

Question 30

RFM stands for Regency,Frequency,and Monetary.

Question 31

Collaborative engineering automates order processes from initial customer inquiry to final product delivery.

Question 32

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Question 33

Back-office operations deal directly with the customer.

Question 34

Supply chain visibility is the ability to view all areas up and down the supply chain.

Question 35

Collaborative demand planning reduces inventory investments,while improving customer satisfaction.

Question 36

Demand planning systems generate demand forecasts using statistical tools and forecasting techniques,so companies can respond faster and more effectively to consumer demands through supply chain enhancements.

Question 37

Electronic data interchange (EDI)is a standard format for the electronic exchange of information between supply chain participants.

Question 38

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Question 39

Supply chain execution systems ensure supply chain cohesion by automating the different activities of the supply chain.

Question 40

Customer service and support (CSS)is a part of operational CRM that automates service requests,complaints,product returns,and information requests.

Question 41

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis.

Question 42

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Question 43

List generators compile customer information from a variety of sources and segment it for different marketing campaigns.

Question 44

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Question 45

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing.

Question 46

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Question 47

Core ERP components are the traditional components included in most ERP systems and primarily focus on internal operations.

Question 48

Up-selling is selling additional products or services to an existing customer.

Question 49

CRM predicting technologies help organizations identify their customers across other applications.

Question 50

Cross-selling is increasing the value of the sale.

Question 51

Operational CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Question 52

Opportunity management CRM occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

Question 53

CRM predicting technologies help organizations predict customer behavior,such as which customers are at risk of leaving.

Question 54

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Question 55

Enterprise resource planning (ERP)integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)so employees can make decisions by viewing enterprisewide information about all business operations.

Question 56

When a user enters or updates information in one ERP module,it is immediately and automatically updated throughout the entire system.

Question 57

Click-to-talk functions,allow customers to click on a button and talk with a representative via the Internet.

Question 58

Accounting and finance ERP components manage accounting data and financial processes within the enterprise with functions such as general ledger,accounts payable,accounts receivable,budgeting,and asset management.

Question 59

In the past,departments made decisions independent of each other.

Question 60

Core ERP components are the extra components that meet organizational needs not covered by the core components and primarily focus on external operations.

Question 61

What is a current or existing system that will become the base for upgrading or integrating with a new system?

A)Legitimate system
B)Legacy system
C)List generator system
D)All of the above

Question 62

What allows separate systems to communicate directly with each other,eliminating the need for manual entry into multiple systems?

A)Integration
B)Intelligence
C)Data interchange
D)Demand plan

Question 63

Which of the following is not an example of a primary enterprise system?

A)Supply chain management
B)Customer relationship management
C)Enterprise revenue planning
D)Enterprise resource planning

Question 64

Production and materials management is a core ERP component.

Question 65

What provides enterprisewide support and data access for a firm's operations and business processes?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 66

Production and materials management ERP components handle production planning and execution tasks such as demand forecasting,production scheduling,job cost accounting,and quality control.

Question 67

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

A)Forward integration
B)Forward data interchange
C)Backward integration
D)Backward data interchange

Question 68

What is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources?

A)Eintegration
B)Application integration
C)Data integration
D)Forward integration

Question 69

SCM,CRM,and ERP are all extended ERP components.

Question 70

What are several different types of software that sit between and provide connectivity for two or more software applications?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 71

Balanced scorecard is a management system,as well as a measurement system,that a firm uses to translate business strategies into executable tasks.

Question 72

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

A)Forward integration
B)Forward data interchange
C)Backward integration
D)Backward data interchange

Question 73

Oracle and SAP are the biggest ERP vendors.

Question 74

Eprocurement is the business-to-business (B2B)online purchase and sale of supplies and services.

Question 75

Which of the below statements is inaccurate?

A)Ideally an organization wants to build both forward and backward integrations
B)Integrations are expensive and difficult to build and maintain
C)Most organizations invest in forward integrations only
D)Most organizations invest in backward integrations only

Question 76

Production and materials management ERP components track employee information including payroll,benefits,compensation,and performance assessment and ensure compliance with all laws.

Question 77

What takes a new approach to middleware by packaging commonly used applications together,reducing the time needed to integrate applications from multiple vendors?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 78

What connects the plans,methods,and tools aimed at integrating separate enterprise systems?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 79

Business intelligence is both a core and extended ERP component.

Question 80

Elogistics manage the transportation and storage of goods.