Question 1

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

Accepted Answer

True

Question 2

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

Accepted Answer

True

Question 3

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

Accepted Answer

False

Question 4

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

Accepted Answer

False

Question 5

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

Accepted Answer

True

Question 6

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

Accepted Answer

False

Question 7

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.

Accepted Answer

True

Question 8

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

Accepted Answer

False

Question 9

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

Accepted Answer

True

Question 10

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

Accepted Answer

True

Question 11

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

Accepted Answer

False

Question 12

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

Accepted Answer

False

Question 13

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

Accepted Answer

False

Question 14

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.

Accepted Answer

True

Question 15

All CRM packages contain modules for PRM and ERM.

Accepted Answer

False

Question 16

Major CRM application software vendors include Oracle and SAP

Accepted Answer

True

Question 17

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

Accepted Answer

True

Question 18

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

Accepted Answer

True

Question 19

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

Accepted Answer

True

Question 20

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

Accepted Answer

True

Question 21

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

Accepted Answer

improved decision making

Question 22

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

Accepted Answer

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

Question 23

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

Accepted Answer

best practices.

Question 24

Which of the following is not true about enterprise systems?

Accepted Answer

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

Question 25

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

Accepted Answer

Select the functions of the system you wish to use.

Question 26

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

Accepted Answer

configuration tables.

Question 27

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

Accepted Answer

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

Question 28

Supply chain complexity and scale increases when firms

Accepted Answer

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

Question 29

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

Accepted Answer

supply chain.

Question 30

Components or parts of finished products are referred to as

Accepted Answer

intermediate products.

Question 31

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

Accepted Answer

upstream portion of the supply chain.

Question 32

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

Accepted Answer

downstream portion of the supply chain.

Question 33

Uncertainties arise in any supply chain because of

Accepted Answer

unforeseeable events.

Question 34

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

Accepted Answer

It increases inventory costs.

Question 35

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

Accepted Answer

safety stock

Question 36

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.

Accepted Answer

just-in-time

Question 37

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

Accepted Answer

increased costs

Question 38

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

Accepted Answer

planning; execution

Question 39

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.

Accepted Answer

planning

Question 40

Supply chain planning systems

Accepted Answer

identify the transportation mode to use for product delivery.

Question 41

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

Accepted Answer

demand planning

Question 42

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.

Accepted Answer

execution

Question 43

Capabilities of supply chain execution systems would not include

Accepted Answer

identifying the optimal transportation mode.

Question 44

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

Accepted Answer

loss of ownership of data

Question 45

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

Accepted Answer

pull-based model

Question 46

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

Accepted Answer

demand-driven

Question 47

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

Accepted Answer

upgrading software

Question 48

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

Accepted Answer

increased inventory levels.

Question 49

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

Accepted Answer

touch point

Question 50

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

Accepted Answer

Intranet

Question 51

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

Accepted Answer

PRM

Question 52

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

Accepted Answer

ERM

Question 53

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

Accepted Answer

marketing.

Question 54

SFA modules in CRM systems would provide tools for

Accepted Answer

managing sales prospect and contact information.

Question 55

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

Accepted Answer

ERM

Question 56

Customer service modules in CRM systems provide tools for

Accepted Answer

assigning and managing customer service requests.

Question 57

Marketing modules in CRM systems would provide tools for

Accepted Answer

identifying profitable and unprofitable customers.

Question 58

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

Accepted Answer

cross-selling.

Question 59

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

Accepted Answer

Returns

Question 60

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

Accepted Answer

lead management

Question 61

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

Accepted Answer

analytical CRM

Question 62

Operational CRM applications include tools for

Accepted Answer

salesforce automation.

Question 63

Analytical CRM applications

Accepted Answer

are based on data consolidated from operational CRM applications

Question 64

Analyzing customer buying patterns is an example of

Accepted Answer

analytical CRM.

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