Question 1

Which of the following can a customer use to contact an organization?
A) Telephone.
B) Email.
C) Web access.
D) All of these.

Accepted Answer

A customer can contact an organization through any of these methods.

Question 2

What type of system did Kaiser Permanente implement in order to improve and prolong the lives of diabetics?
A) Supply chain management.
B) Customer relationship management.
C) Enterprise resource planning.
D) All of these.

Accepted Answer

Kaiser Permanente implemented a CRM system to help diabetics.

Question 3

What is enterprise resource planning?
A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish a specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

This is the definition of enterprise resource planning (ERP).

Question 4

Which of the following is not a valid way that a CRM system can collect information?
A) Accounting system.
B) Order fulfillment system.
C) Inventory system.
D) Customer's personal computer.

Accepted Answer

A CRM system cannot collect information from a customer's personal computer.

Question 5

Which company used BPR to change its industry by implementing a mobile claims process?
A) Saab.
B) Progressive Insurance.
C) Trek.
D) Charles Schwab.

Accepted Answer

Progressive Insurance used BPR to change its industry by implementing a mobile claims process.

Question 6

Which of the following defines supply chain logistics?
A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Accepted Answer

This is the definition of supply chain logistics.

Question 7

What can effective and efficient supply chain management systems enable an organization 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 these.

Accepted Answer

Answer A should state "decrease" the power of its buyers, and answer C should state "reduce" the threat of substitute products or services.

Question 8

What is the purpose of business process reengineering?
A) To make all business processes the best-in-class.
B) To make all employees the best-in-class.
C) To make all business partners the best-in-class.
D) All of these.

Accepted Answer

The purpose of BPR is to make all business processes best-in-class.

Question 9

What is the key word in ERP?
A) Enterprise.
B) Resource.
C) Planning.
D) All of these.

Accepted Answer

The key word in ERP is "enterprise" and not necessarily "resource" or "planning."

Question 10

Which of the following defines supply chain strategy?
A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Accepted Answer

This is the definition of supply chain strategy.

Question 11

Which of the following is an organizational 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 these.

Accepted Answer

All of these are results from an effective and efficient SCM system.

Question 12

All of the following are part of the four basic components of supply chain management except:
A) Supply chain strategy
B) Supply chain customers
C) Supply chain partners
D) Supply chain logistics

Accepted Answer

It should state supply chain operation, not supply chain customers.

Question 13

Walmart and Procter and Gamble implemented a tremendously successful SCM system.The system linked Walmart's _____________ centers directly to Procter and Gamble's _____________ centers.
A) Manufacturing, distribution
B) Distribution, manufacturing
C) Stores, distribution
D) Distribution, retail

Accepted Answer

Walmart's distribution centers are linked directly to Procter and Gamble's manufacturing centers.

Question 14

What is business process reengineering?
A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish as specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) None of these.

Accepted Answer

This is the definition of business process reengineering (BPR).

Question 15

Which of the following defines supply chain operations?
A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Accepted Answer

This is the definition of supply chain operations.

Question 16

What is a business process?
A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish a specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) None of these.

Accepted Answer

This is the definition of business process.

Question 17

What is CRM?
A) A strategy.
B) A technology.
C) Both a technology and a strategy.
D) Neither a technology nor a strategy.

Accepted Answer

CRM is not just a technology, but a strategy that an organization must embrace on an enterprise level.

Question 18

Which of the following defines supply chain partners?
A) The schedule for production activities, including testing, packaging, and preparation for delivery.
B) The product delivery processes and elements, including orders, warehouses, carriers, defective product returns, and invoicing.
C) The strategy for managing all the resources required to meet customer demand for all products and services.
D) The partners chosen to deliver finished products, raw materials, and services, including pricing, delivery, and payment processes, along with partner relationship monitoring metrics.

Accepted Answer

This is the definition of supply chain partners.

Question 19

Charles Schwab recouped the cost of a multimillion-dollar system in less than two years.What type of system was it?
A) Supply chain management.
B) Customer relationship management.
C) Enterprise resource planning.
D) All of these.

Accepted Answer

Charles Schwab implemented a successful CRM system that paid for itself in less than two years.

Question 20

What does supply chain management involve?
A) The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency.
B) The management of information flows between and among stages in a supply chain to maximize total supply chain costs.
C) The management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.
D) None of these.

Accepted Answer

This is the definition of SCM.

Quiz 3: Strategic Initiatives for Implementing Competitive Advantages

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

What type of system did Kaiser Permanente implement in order to improve and prolong the lives of diabetics?

What is enterprise resource planning?

Which of the following is not a valid way that a CRM system can collect information?

Which company used BPR to change its industry by implementing a mobile claims process?

Which of the following defines supply chain logistics?

What can effective and efficient supply chain management systems enable an organization to accomplish?

What is the purpose of business process reengineering?

What is the key word in ERP?

Which of the following defines supply chain strategy?

Which of the following is an organizational result from an effective and efficient supply chain management system?

All of the following are part of the four basic components of supply chain management except:

Walmart and Procter and Gamble implemented a tremendously successful SCM system.The system linked Walmart's _ centers directly to Procter and Gamble's _ centers.

What is business process reengineering?

Which of the following defines supply chain operations?

What is a business process?

What is CRM?

Which of the following defines supply chain partners?

Charles Schwab recouped the cost of a multimillion-dollar system in less than two years.What type of system was it?

What does supply chain management involve?