A supply chain driven by forecasts of consumer demand follows a ________ model.

question

Firms can use social networking sites to improve their efficiency in customer service.

question

PRM provides a firm and its distributors trade information and distributes leads about customers.

question

Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.

question

The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

question

Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.

question

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.

question

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

question

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

question

In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes

question

Inefficiencies in a supply chain are primarily caused by inaccurate information.

question

In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.

question

In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products

question

Dell Inc. is an example of a push-based model.

question

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

question

All CRM packages contain modules for PRM and ERM.

question

Major CRM application software vendors include Oracle and SAP

question

Cross-selling is the marketing of complementary products to customers.

question

CRM software can help organizations identify high-value customers for preferential treatments.

question

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

question

Enterprise systems require fundamental changes in the way the business operates.

question

From your reading of the chapter's opening case, NVIDIA implemented new information systems in order to achieve which of the following business objectives?

answer

improved decision making

question

Which of the following is not an example of the benefits enterprise systems provide to firms?

answer

The cost of information systems falls, making the firm more productive

question

Enterprise software is built around thousands of predefined business processes that reflect

question

Which of the following is not true about enterprise systems?

answer

Enterprise software is expressly built to allow companies to mimic their unique business practices.

question

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

answer

Select the functions of the system you wish to use.

question

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with

answer

configuration tables.

question

In order to achieve maximum benefit from an enterprise software package, a business

answer

changes the way it works to match the software's business processes.

question

Supply chain complexity and scale increases when firms

answer

produce products and services that coordinate with hundreds or more firms and suppliers.

question

A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a

question

Components or parts of finished products are referred to as

answer

intermediate products.

question

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the

answer

upstream portion of the supply chain.

question

A company's organizations and processes for distributing and delivering products to the final customers is the

answer

downstream portion of the supply chain.

question

Uncertainties arise in any supply chain because of

answer

unforeseeable events.

question

Why is overstocking warehouses not an effective solution for a problem of low availability?

answer

It increases inventory costs.

question

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

question

A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy.

question

Which of the following is not one of the key challenges facing global supply chains?

question

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

answer

planning; execution

question

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.

question

Supply chain planning systems

answer

identify the transportation mode to use for product delivery.

question

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

question

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

question

Capabilities of supply chain execution systems would not include

answer

identifying the optimal transportation mode.

question

Which of the following is not one of the main challenges in implementing enterprise applications?

answer

loss of ownership of data

question

A supply chain driven by actual customer orders or purchases follows a ________ model.

question

A build-to-order supply-chain model is also called a ________ model

question

Which of the following is not a potential "switching cost"?

question

The business value of an effective supply chain management system includes all of the following except

answer

increased inventory levels.

question

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

question

Which of the following would not be considered a contact point?

question

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

question

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

question

Customer relationship management systems typically provide software and online tools for sales, customer service, and

question

SFA modules in CRM systems would provide tools for

answer

managing sales prospect and contact information.

question

________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.

question

Customer service modules in CRM systems provide tools for

answer

assigning and managing customer service requests.

question

Marketing modules in CRM systems would provide tools for

answer

identifying profitable and unprofitable customers.

question

Selling a customer with a checking account a home improvement loan is an example of

question

________ management is an important capability for customer service processes that is found in most major CRM software products.

question

Which of the following is an important capability for sales processes that is found in most major CRM software products?

question

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

question

Operational CRM applications include tools for

answer

salesforce automation.

question

Analytical CRM applications

answer

are based on data consolidated from operational CRM applications

question

Analyzing customer buying patterns is an example of

question

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

question

The measurement of the number of customers who stop using or purchasing products or services from a company is called

question

Which of the following statements about enterprise applications is not true?

answer

Enterprise applications are best implemented when few changes in business processes are required.

question

Which of the following is not an example of next-generation enterprise applications?

answer

solutions incorporating SCM

question

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

question

The bullwhip effect is countered by

answer

reducing information uncertainty

question

Firms can use social networking sites to improve their efficiency in customer service.

question

PRM provides a firm and its distributors trade information and distributes leads about customers.

question

Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.

question

The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

question

Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.

question

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.

question

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

question

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

question

In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes

question

Inefficiencies in a supply chain are primarily caused by inaccurate information.

question

In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.

question

In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products

question

Dell Inc. is an example of a push-based model.

question

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

question

All CRM packages contain modules for PRM and ERM.

question

Major CRM application software vendors include Oracle and SAP

question

Cross-selling is the marketing of complementary products to customers.

question

CRM software can help organizations identify high-value customers for preferential treatments.

question

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

question

Enterprise systems require fundamental changes in the way the business operates.

question

From your reading of the chapter's opening case, NVIDIA implemented new information systems in order to achieve which of the following business objectives?

answer

improved decision making

question

Which of the following is not an example of the benefits enterprise systems provide to firms?

answer

The cost of information systems falls, making the firm more productive

question

Enterprise software is built around thousands of predefined business processes that reflect

question

Which of the following is not true about enterprise systems?

answer

Enterprise software is expressly built to allow companies to mimic their unique business practices.

question

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

answer

Select the functions of the system you wish to use.

question

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with

answer

configuration tables.

question

In order to achieve maximum benefit from an enterprise software package, a business

answer

changes the way it works to match the software's business processes.

question

Supply chain complexity and scale increases when firms

answer

produce products and services that coordinate with hundreds or more firms and suppliers.

question

A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a

question

Components or parts of finished products are referred to as

answer

intermediate products.

question

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the

answer

upstream portion of the supply chain.

question

A company's organizations and processes for distributing and delivering products to the final customers is the

answer

downstream portion of the supply chain.

question

Uncertainties arise in any supply chain because of

answer

unforeseeable events.

question

Why is overstocking warehouses not an effective solution for a problem of low availability?

answer

It increases inventory costs.

question

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

question

A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy.

question

Which of the following is not one of the key challenges facing global supply chains?

question

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

answer

planning; execution

question

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.

question

Supply chain planning systems

answer

identify the transportation mode to use for product delivery.

question

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

question

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

question

Capabilities of supply chain execution systems would not include

answer

identifying the optimal transportation mode.

question

Which of the following is not one of the main challenges in implementing enterprise applications?

answer

loss of ownership of data

question

A supply chain driven by actual customer orders or purchases follows a ________ model.

question

A build-to-order supply-chain model is also called a ________ model

question

Which of the following is not a potential "switching cost"?

question

The business value of an effective supply chain management system includes all of the following except

answer

increased inventory levels.

question

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

question

Which of the following would not be considered a contact point?

question

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

question

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

question

Customer relationship management systems typically provide software and online tools for sales, customer service, and

question

SFA modules in CRM systems would provide tools for

answer

managing sales prospect and contact information.

question

________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.

question

Customer service modules in CRM systems provide tools for

answer

assigning and managing customer service requests.

question

Marketing modules in CRM systems would provide tools for

answer

identifying profitable and unprofitable customers.

question

Selling a customer with a checking account a home improvement loan is an example of

question

________ management is an important capability for customer service processes that is found in most major CRM software products.

question

Which of the following is an important capability for sales processes that is found in most major CRM software products?

question

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

question

Operational CRM applications include tools for

answer

salesforce automation.

question

Analytical CRM applications

answer

are based on data consolidated from operational CRM applications

question

Analyzing customer buying patterns is an example of

question

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

question

The measurement of the number of customers who stop using or purchasing products or services from a company is called

question

Which of the following statements about enterprise applications is not true?

answer

Enterprise applications are best implemented when few changes in business processes are required.

question

Which of the following is not an example of next-generation enterprise applications?

answer

solutions incorporating SCM

question

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

question

The bullwhip effect is countered by

answer

reducing information uncertainty

What model is also known as a demand

Which of the following a supply chain model is designed to be driven by actual customer orders?

Which of the following can help solve supply chain problems and improve demand forecasts?

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?