Question 1

Which of the following components of an enterprise resource planning (ERP)system provides business-to-consumer (B2C)information related to order status and business-to-business (B2B)information related to suppliers and business partners?
A)Customer relationship management (CRM)
B)Vendor integration
C)Supply chain management (SCM)
D)E-commerce

Accepted Answer

E-commerce provides B2C information related to order status and B2B information related to suppliers and business partners.

Question 2

In the context of a customer relationship management (CRM)systems,identify a technology used to gather information about customers' preferences and shopping patterns.
A)Transgression
B)Customization
C)Personalization
D)Replication

Accepted Answer

Personalization is a technology used to gather information about customers' preferences and shopping patterns in a CRM system. Personalization uses data mining techniques to analyze customer data and behavior to provide customized recommendations, promotions and offers. This helps companies to create a personalized shopping experience for their customers, leading to increased customer satisfaction and loyalty.

Question 3

In the context of personalization technology,what is the drawback of collaborative filtering (CF)?
A)Collaborative filtering does not work well for a single product category.
B)Collaborative filtering needs a large sample of users and content to work well.
C)Collaborative filtering can accept inputs from only one data source at a time.
D)Collaborative filtering is useful for making recommendations across unrelated categories.

Accepted Answer

The drawback of collaborative filtering is that it needs a large sample of users and content to work well. This can be a challenge for smaller businesses or niche markets with limited user data.

Question 4

Which of the following is a search for specific information or patterns using input from multiple business partners and data sources?
A)Sales automation
B)Marketing automation
C)Collaborative filtering
D)Order processing

Accepted Answer

Collaborative filtering is a technique used to search for specific information or patterns by utilizing input from multiple sources, including business partners and data sources. Sales automation involves automating the sales process, marketing automation involves automating marketing activities, and order processing involves processing and fulfilling orders. Therefore, the best choice for this question is collaborative filtering.

Question 5

In the context of knowledge management,identify a task performed by a chief knowledge officer (CKO).
A)The CKO ensures that key knowledge resources are properly collected,stored,and disseminated among the business partners.
B)The CKO ensures that the organization profits from the knowledge resources.
C)The CKO tries to minimize the return on investment (ROI)related to knowledge management systems.
D)The CKO decreases revenue by increasing the delivery time for products and services.

Accepted Answer

The answer of In the context of knowledge management,identify a...

Question 6

An _________ 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.
A)e-marketplace
B)e-wallet
C)e-governance
D)e-distribution​

Accepted Answer

An e-marketplace is specifically designed to facilitate B2B transactions and provide a platform for buyers and sellers to interact and trade more efficiently online. An e-wallet is used for making electronic transactions, e-governance refers to the integration of technology in governance, and e-distribution refers to the electronic distribution of products and services. None of these terms specifically refer to a third-party platform for B2B transactions like an e-marketplace does.

Question 7

A _________ is an integrated network consisting of an organization,its vendors,transportation companies,and brokers used to deliver goods and services to customers.
A)supply chain
B)performance tracker
C)database
D)global structure

Accepted Answer

A supply chain is a network of entities and organizations involved in the creation and delivery of a product or service to the end customer. This includes suppliers, manufacturers, distributors, retailers, and logistics providers. The supply chain is an integrated network because all these entities work together to ensure that the product or service is delivered to the customer in a timely and efficient manner.

Question 8

_________ is used to coordinate supply chain members through point-of-sale (POS)data sharing and joint planning.
A)Collaborative planning,forecasting,and replenishment (CPFR)
B)Electronic data interchange (EDI)
C)Customer relationship management (CRM)
D)Enterprise resource planning (ERP)

Accepted Answer

Collaborative planning, forecasting, and replenishment (CPFR) involves sharing point-of-sale (POS) data and joint planning between supply chain members. Electronic data interchange (EDI) is a method for sharing business documents between different computer systems. Customer relationship management (CRM) is a strategy for managing and analyzing customer interactions and data. Enterprise resource planning (ERP) is a software system for managing business processes and data within an organization. None of these are specifically focused on coordinating supply chain members through POS data sharing and joint planning, making A the best choice.

Question 9

In the context of a manufacturing firm's supply chain management (SCM)system,management activities in the _________ area manage the movement of goods all the way from suppliers to customers,including customer service and support.
A)product flow
B)information flow
C)finances flow
D)statistics flow​

Accepted Answer

The management activities in the product flow area of SCM specifically deal with the physical movement of goods from suppliers to customers, which includes customer service and support. The information flow area deals with the exchange of data and communication between different parties in the supply chain, while finances flow and statistics flow are more specific and not as broad in scope as product flow.

Question 10

The _________ area in a manufacturing firms' supply chain management (SCM)oversees order transmissions and delivery status updates throughout the order processing cycle.
A)product flow
B)information flow
C)finances flow
D)cash flow

Accepted Answer

The area in a manufacturing firm's supply chain management that oversees order transmissions and delivery status updates is related to the flow of information within the supply chain. Therefore, the best choice is option B, "information flow." Options A, C, and D are not related to this specific aspect of SCM.

Question 11

A practice where a store sends coupons to a customer for a more expensive brand of a product in the hope that the customer's family would prefer the brand is called _________.
A)upselling
B)proactive selling
C)cross-selling
D)versatile selling

Accepted Answer

Upselling is a sales technique where a seller encourages the customer to purchase a more expensive item, upgrade, or add-on to make a more profitable sale.

Question 12

Which of the following is a disadvantage of an enterprise resource planning (ERP)system?
A)Need for extensive training
B)Increase in labor costs
C)Increase in order-to-fulfillment time
D)Issues in planning and scheduling

Accepted Answer

The implementation of an ERP system requires extensive training of employees in order to use the system effectively. This may lead to additional costs and time investment for training purposes.

Question 13

The hosting service available for supply chain management (SCM)systems is called _________.
A)software as a service (SaaS)
B)infrastructure as a service (IaaS)
C)platform as a service (PaaS)
D)network as a service (NaaS)

Accepted Answer

Software as a Service (SaaS) is the hosting service available for supply chain management (SCM) systems, which allows users to access the software through a web browser without having to install or maintain any software on their own computers. SaaS is a cloud computing model where software is hosted by a third-party company and made available to users via the internet. IaaS, PaaS, and NaaS are also cloud computing models, but they refer to different types of hosting services that are not specific to SCM systems.

Question 14

The _____ component of an enterprise resource planning (ERP)system collects and analyzes relevant internal and external data and information needed by other functions.
A)unified database
B)supply chain
C)accounting
D)e-commerce

Accepted Answer

The unified database is the component of an ERP system that collects and analyzes relevant internal and external data and information needed by other functions. The supply chain component focuses on managing the flow of goods and services, the accounting component focuses on financial management, and the e-commerce component deals with online transactions.

Question 15

The customer relationship management (CRM)feature known as _________ assists with such tasks as controlling inventory,processing orders,tracking customer interactions,and analyzing sales forecasts and performance.
A)salesforce automation
B)eCRM
C)survey management
D)automated customer service

Accepted Answer

The feature described in the question, which involves controlling inventory, processing orders, tracking customer interactions, and analyzing sales forecasts and performance, is commonly known as salesforce automation within the context of CRM. This feature helps streamline the sales process and improve productivity by automating many of the time-consuming tasks associated with managing customer relationships.

Question 16

Identify a component of an enterprise resource planning (ERP)system that provides information on assessing job candidates.
A)Human resources
B)Supply chain
C)Unified database
D)Customer relationship management

Accepted Answer

The human resources component of an ERP system typically includes tools for managing employee information, recruitment processes, and performance evaluations. Within this module, there may be features that help assess job candidates, such as tracking their qualifications, experience, and test results. Other components like supply chain, unified database, or customer relationship management are not likely to provide this specific functionality.

Question 17

In customer relationship management (CRM),identify an approach used to automate e-mail,call logs,and campaign management.
A)Collaborative CRM
B)Web-based CRM
C)Reverse CRM
D)On-premises CRM

Accepted Answer

Web-based CRM is an approach that utilizes cloud-based technology to automate various aspects of customer relationship management, including e-mail, call logs, and campaign management. This allows for greater accessibility and flexibility in managing customer interactions, as well as more efficient and effective communication with customers.

Question 18

_________ consists of the processes a company uses to track and organize its contacts with consumers.
A)Customer relationship management (CRM)
B)Production management (PM)
C)Supply chain management (SCM)
D)Inventory management (IM)

Accepted Answer

Customer relationship management (CRM) is the process of organizing and tracking a company's interactions with customers and potential customers. It involves managing customer data, analyzing customer interactions and behavior, and using that information to improve the customer experience and strengthen relationships. Production management (PM), supply chain management (SCM), and inventory management (IM) are related but distinct processes that focus on different aspects of a company's operations.

Question 19

A(n)_________ is an application used in all functions of a business and supports decision making throughout the organization.
A)enterprise system
B)collaboration system
C)decentralized system
D)analog system

Accepted Answer

An enterprise system is an integrated software application used in all functions of a business, including accounting, human resources, marketing, inventory management, and customer relationship management. It provides a centralized database and supports decision making throughout the organization. Collaboration systems, decentralized systems, and analog systems do not have the same scope or capabilities as an enterprise system.

Question 20

Identify a technique that improves customer relationship management (CRM)systems by identifying,storing,and disseminating "know-how."
A)Supply chain management (SCM)
B)Collaborative filtering (CF)
C)Order processing
D)Knowledge management (KM)

Accepted Answer

Knowledge management (KM) is a technique that improves CRM systems by identifying, storing, and disseminating "know-how." This involves collecting, organizing, and sharing knowledge and information within an organization to improve decision-making, problem-solving, and customer service. By using KM, companies can capture and retain the expertise and experience of their employees and make it available to others in the organization who may need this information to provide better customer service. This can help to improve customer satisfaction, loyalty, and retention, as well as reduce the cost of customer support.

Quiz 11: Enterprise Systems

Which of the following components of an enterprise resource planning (ERP) system provides business-to-consumer (B2C) information related to order status and business-to-business (B2B) information related to suppliers and business partners?

In the context of a customer relationship management (CRM) systems,identify a technology used to gather information about customers' preferences and shopping patterns.

In the context of personalization technology,what is the drawback of collaborative filtering (CF) ?

Which of the following is a search for specific information or patterns using input from multiple business partners and data sources?

In the context of knowledge management,identify a task performed by a chief knowledge officer (CKO) .

An _________ 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.

A _________ is an integrated network consisting of an organization,its vendors,transportation companies,and brokers used to deliver goods and services to customers.

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

In the context of a manufacturing firm's supply chain management (SCM) system,management activities in the _________ area manage the movement of goods all the way from suppliers to customers,including customer service and support.

The _________ area in a manufacturing firms' supply chain management (SCM) oversees order transmissions and delivery status updates throughout the order processing cycle.

A practice where a store sends coupons to a customer for a more expensive brand of a product in the hope that the customer's family would prefer the brand is called _________.

Which of the following is a disadvantage of an enterprise resource planning (ERP) system?

The hosting service available for supply chain management (SCM) systems is called _________.

The _____ component of an enterprise resource planning (ERP) system collects and analyzes relevant internal and external data and information needed by other functions.

The customer relationship management (CRM) feature known as _________ assists with such tasks as controlling inventory,processing orders,tracking customer interactions,and analyzing sales forecasts and performance.

Identify a component of an enterprise resource planning (ERP) system that provides information on assessing job candidates.

In customer relationship management (CRM) ,identify an approach used to automate e-mail,call logs,and campaign management.

_________ consists of the processes a company uses to track and organize its contacts with consumers.

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

Identify a technique that improves customer relationship management (CRM) systems by identifying,storing,and disseminating "know-how."