Deck 9: Supply Chain Management and Customer Relationship Management

Question 1

Where would you find the suppliers' suppler in a typical supply chain?

A) Upstream
B) Downstream
C) In the middle
D) Not in the supply chain

Answer 1

A

Question 2

Where would you find the manufacturer and distributor in a typical supply chain?

A) Upstream
B) Downstream
C) In the middle
D) Not in the supply chain

Answer 2

C

Question 3

Which of the below statements is inaccurate?

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

Answer 3

D

Question 4

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

Question 5

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 6

In which of the five basic supply chain activities do you manufacture products and create production schedules?

A) Plan
B) Source
C) Deliver
D) Make

Question 7

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

A) Plan
B) Source
C) Deliver
D) Return

Question 8

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 9

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 10

RFM stands for regency,frequency and monetary.

Question 11

The internet can completely replace the phone and face-to-face communications with customers.

Question 12

Where would you find the customers' customer in a typical supply chain?

A) Upstream
B) Downstream
C) In the middle
D) Not in the supply chain

Question 13

What provides enterprise-wide 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 14

What is a current or existing system that can 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 answers are correct

Question 15

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 16

What does supply chain management involve?

A) The management of production material flows between and among stages in a supply chain to maximise total supply chain efficiency
B) The management of information flows between and among stages in a supply chain to maximise total supply chain costs
C) The management of information flows between and among activities in a supply chain to maximise total supply chain effectiveness and corporate profitability
D) None of the answers is correct

Question 17

Which of the following is an organisational 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 the answers are correct

Question 18

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 19

The customers' customer is upstream in the supply chain.

Question 20

What can effective and efficient supply chain management systems enable an organisation 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 the answers are correct

Question 21

What is the ability to view all areas up and down the supply chain in real time?

A) Bullwhip effect
B) Demand planning software
C) Supply chain visibility
D) Supply chain execution software

Question 22

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

A) Bullwhip effect
B) Demand planning system
C) Supply chain visibility
D) Supply chain execution system

Question 23

Which of the following is not one of the five basic components of supply chain management?

A) Plan
B) Source
C) Cost
D) Deliver

Question 24

As the business world increasingly shifts from product focus to customer focus,why are most organisations treating existing customers better than in the past?

A) Existing customers are the best source of profitable and sustainable revenue growth
B) In the age of e-business,an organisation is guaranteed a favourable customer base and satisfying them is easier than ever
C) Organisations cannot depend on using statistical analysis or value formulas such as recency,frequency,and monetary to gain insight into customer behaviour or buying patterns
D) Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes

Question 25

Which of the following is not one of the three main links in the supply chain?

A) Materials flow from suppliers and their 'downstream' suppliers at all levels
B) Transformation of materials into semi-finished and finished products-the organisation's own production processes
C) Distribution of products to customers and their 'downstream' customers at all levels
D) None of the answers is correct

Question 26

A contact centre (or call centre)is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact centre is one of the best assets a customer driven organisation can have.Why?

A) Contact centres can identify suppliers who are in desperate need of assistance
B) Maintaining a high level of customer support is critical to obtaining and retaining customers
C) Contact centres are the only place to find answers to questions or solutions to customer problems
D) Most contact centres use analytical modelling technologies that provide business intelligence

Question 27

What helps organisations reduce inventory investments,while improving customer satisfaction?

A) Supply chain event management
B) Selling chain management
C) Collaborative engineering
D) Collaborative demand planning

Question 28

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?

A) Supply chain event management
B) Selling chain management
C) Collaborative engineering
D) Collaborative demand planning

Question 29

Why is CRM one of the most valuable assets a company can acquire?

A) Since organisations have not been successful in implementing SCM systems,they have turned their resources towards CRM
B) CRM has proven to increase customer loyalty and retention and an organisation's profitability
C) It is easy for a company to steal their competitors loyal and devoted customers; therefore,companies need a viable process for targeting competitors' customers
D) Without CRM,it is impossible to effectively manage or cross-sell products to customers

Question 30

Which of the below metrics represents the agreed-upon cycle time between the purchase order creation date of a product and the requested delivery date of the product?

A) Back order
B) Inventory cycle time
C) Customer order promised cycle time
D) Inventory turnover

Question 31

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

A) Telephone
B) Email
C) Web access
D) All of the answers are correct

Question 32

Which of the following represents operational CRM?

A) Supports traditional transactional processing
B) Supports day-to-day front-office operations
C) Supports operations that deal directly with the customers
D) All of the answers are correct

Question 33

There are three phases in the evolution of CRM: (1)reporting; (2)analysing; and (3)predicting.What do CRM predicting technologies help organisations accomplish?

A) Make predictions regarding customer behavior such as which customers are at risk of leaving
B) Segment their customers into categories such as best and worst customers
C) Identify their customers across other applications
D) All of the answers are correct

Question 34

Which of the below represents the bullwhip effect?

A) Organisations know about employee events triggered downstream in the supply chain
B) Customers receive distorted product demand information regarding sales information
C) Distorted product-demand information ripples from one partner to the next throughout the supply chain
D) The ability to view all areas up and down the supply chain

Question 35

What supports backoffice operations and strategic analysis and includes all systems that do not deal directly with the customers?

A) Analytical CRM
B) Operational CRM
C) Website personalisation
D) All of the answers are correct

Question 36

What made-to-order views can analytical CRM tools 'slice-and-dice' customer information into?

A) Customer value
B) Customer spending
C) Customer segmentation
D) All of the answers are correct

Question 37

Today,SCM systems focus on extending beyond an organisation's four walls to influence:

A) Suppliers
B) Suppliers' supplier
C) Customers' customer
D) All of the answers are correct

Question 38

Which of the below metrics represents the number of times that a company's inventory turns over per year?

A) Back order
B) Inventory cycle time
C) Customer order cycle time
D) Inventory turnover

Question 39

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?

A) Bullwhip effect
B) Demand planning systems
C) Supply chain planning systems
D) Supply chain execution systems

Question 40

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

A) Bullwhip effect
B) Demand planning systems
C) Supply chain planning systems
D) Supply chain execution systems

Question 41

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

A) Campaign management
B) Cross-selling
C) Up-selling
D) Down-selling

Question 42

Which question below represents a CRM reporting example?

A) Why did sales not meet forecasts?
B) Which customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the answers are correct

Question 43

An organisation can find its most valuable customers by using a formula that industry insiders call recency,______________ and monetary value.

Question 44

Which of the following is a common marketing CRM metric?

A) Number of prospective customers
B) Average number of service calls per day
C) Average time to resolution
D) Cost per interaction by marketing campaign

Question 45

Collaborative ______________ reduces product development costs.

Question 46

What is an organisation performing when it asks questions such as: 'Which customers are at risk of leaving'?

A) CRM reporting technologies
B) CRM analysing technologies
C) CRM processing technologies
D) CRM predicting technologies

Question 47

What allows customers to use the web to find answers to their questions or solutions to their problems?

A) Contact centre
B) Web-based self-service
C) Call scripting
D) Website personalisation

Question 48

Which of the following is a common sales CRM metric?

A) Number of new customers
B) Number of marketing campaigns
C) Average time to resolution
D) Cost per interaction by marketing campaign

Question 49

Which of the following is a common service CRM metric?

A) Number of prospective customers
B) Number of marketing campaigns
C) Average time to resolution
D) Revenue generated by marketing campaigns

Question 50

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

Question 51

Which question below represents a CRM analysing example?

A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the answers are correct

Question 52

Collaborative ___________ planning reduces inventory planning,while improving customer satisfaction.

Question 53

What is interactive voice response?

A) Automatically dials outbound calls and when someone answers,the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) None of the answers is correct

Question 54

What provides web-based self-service tools that streamline and automate the human resource department?

A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the answers is correct

Question 55

What focuses on keeping suppliers satisfied by evaluating and categorising suppliers for different projects?

A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the answers is correct

Question 56

Which of the following operational CRM technologies does the sales department typically use?

A) Campaign management,contact management,opportunity management
B) Sales management,contact management,contact centre
C) Sales management,call scripting,opportunity management
D) Sales management,contact management,opportunity management

Question 57

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

A) Operational CRM
B) Analytical CRM
C) Website personalisation
D) All of the answers are correct

Question 58

What accesses organisational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

A) Contact centre
B) Web-based self-service
C) Call scripting
D) Website personalisation

Question 59

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the answers is correct

Question 60

What can analytical CRM modelling tools discover?

A) Identify opportunities for expanding customer relationships
B) Identify opportunities for cross-selling
C) Identify opportunities for up-selling
D) All of the answers are correct

Question 61

'Why did sales not meet forecasts?' is an example of _________ technologies in CRM.

Question 62

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

Question 63

McDonald's is _________ selling when it asks their customers if they would like fries with their meal.

Question 64

List generators,________ management,and cross-selling and up-selling are the three primary operational CRM technologies used in the marketing department.

Question 65

Contact centre,web-based self-service and __________ scripting are the three primary operational CRM technologies used in the customer service department.

Question 66

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorising suppliers for different projects,which optimises supplier selection.

Question 67

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

Question 68

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

Question 69

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

Question 70

Integrations are achieved by using ___________.

Question 71

A _________ system is a current or existing system that becomes the base for upgrading or integrating with a new system.