Ds, Ch. 9 – Flashcard
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Firms can use social networking sites to improve their efficiency in customer service.
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True
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PRM provides a firm and its distributors trade information and distributes leads about customers.
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True
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Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.
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False
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The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
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False
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Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
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True
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Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.
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False
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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.
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True
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Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
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False
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In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes
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True
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Inefficiencies in a supply chain are primarily caused by inaccurate information.
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True
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In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.
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False
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In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products
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False
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Dell Inc. is an example of a push-based model.
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False
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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.
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True
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All CRM packages contain modules for PRM and ERM.
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False
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Major CRM application software vendors include Oracle and SAP
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True
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Cross-selling is the marketing of complementary products to customers.
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True
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CRM software can help organizations identify high-value customers for preferential treatments.
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True
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Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.
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True
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Enterprise systems require fundamental changes in the way the business operates.
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True
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From your reading of the chapter's opening case, NVIDIA implemented new information systems in order to achieve which of the following business objectives?
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improved decision making
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Which of the following is not an example of the benefits enterprise systems provide to firms?
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The cost of information systems falls, making the firm more productive
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Enterprise software is built around thousands of predefined business processes that reflect
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best practices.
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Which of the following is not true about enterprise systems?
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Enterprise software is expressly built to allow companies to mimic their unique business practices.
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You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?
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Select the functions of the system you wish to use.
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When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with
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configuration tables.
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In order to achieve maximum benefit from an enterprise software package, a business
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changes the way it works to match the software's business processes.
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Supply chain complexity and scale increases when firms
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produce products and services that coordinate with hundreds or more firms and suppliers.
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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
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supply chain.
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Components or parts of finished products are referred to as
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intermediate products.
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A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the
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upstream portion of the supply chain.
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A company's organizations and processes for distributing and delivering products to the final customers is the
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downstream portion of the supply chain.
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Uncertainties arise in any supply chain because of
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unforeseeable events.
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Why is overstocking warehouses not an effective solution for a problem of low availability?
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It increases inventory costs.
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Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
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safety stock
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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.
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just-in-time
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Which of the following is not one of the key challenges facing global supply chains?
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increased costs
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Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
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planning; execution
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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.
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planning
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Supply chain planning systems
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identify the transportation mode to use for product delivery.
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Which supply chain planning function determines how much product is needed to satisfy all customer demands?
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demand planning
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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.
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execution
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Capabilities of supply chain execution systems would not include
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identifying the optimal transportation mode.
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Which of the following is not one of the main challenges in implementing enterprise applications?
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loss of ownership of data
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A supply chain driven by actual customer orders or purchases follows a ________ model.
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pull-based model
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A build-to-order supply-chain model is also called a ________ model
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demand-driven
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Which of the following is not a potential "switching cost"?
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upgrading software
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The business value of an effective supply chain management system includes all of the following except
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increased inventory levels.
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A ________ is a method of interaction with a customer, such as telephone or customer service desk.
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touch point
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Which of the following would not be considered a contact point?
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Intranet
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________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
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PRM
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________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.
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ERM
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Customer relationship management systems typically provide software and online tools for sales, customer service, and
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marketing.
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SFA modules in CRM systems would provide tools for
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managing sales prospect and contact information.
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________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
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ERM
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Customer service modules in CRM systems provide tools for
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assigning and managing customer service requests.
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Marketing modules in CRM systems would provide tools for
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identifying profitable and unprofitable customers.
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Selling a customer with a checking account a home improvement loan is an example of
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cross-selling.
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________ management is an important capability for customer service processes that is found in most major CRM software products.
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Returns
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Which of the following is an important capability for sales processes that is found in most major CRM software products?
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lead management
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Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.
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analytical CRM
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Operational CRM applications include tools for
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salesforce automation.
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Analytical CRM applications
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are based on data consolidated from operational CRM applications
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Analyzing customer buying patterns is an example of
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analytical CRM.
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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?
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CLTV
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The measurement of the number of customers who stop using or purchasing products or services from a company is called
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churn rate.
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Which of the following statements about enterprise applications is not true?
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Enterprise applications are best implemented when few changes in business processes are required.
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Which of the following is not an example of next-generation enterprise applications?
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solutions incorporating SCM
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Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.
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e-business suites
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The bullwhip effect is countered by
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reducing information uncertainty
