MIS Ch 8 Quiz – Flashcards

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand? A. Deliver B. Source C. Plan D. Return

Which of the below represents the bullwhip effect? A. Organizations know about employee events triggered downstream in the supply chain B. Distorted product-demand information ripples from one partner to the next throughout the supply chain C. Customers receive distorted product demand information regarding sales information D. The ability to view all areas up and down the supply chain

Which of the below metrics represents the frequency of inventory replacement? A. Back order B. Inventory turnover C. Customer order cycle time D. Inventory cycle time

Which of the following supply chain management practices is at the heart of the Toyota operations system? A. Globalization B. Change management C. Six sigma D. Zero inventory

Why is CRM one of the most valuable assets a company can acquire? A. Since organizations have not been successful in implementing SCM systems, they have turned their resources towards CRM B. Without CRM it is impossible to effectively manage or cross-sell products to customers C. It is easy for a company to steal their competitor's loyal and devoted customers, therefore companies need a viable process for targeting competitor's customers D. CRM has proven to increase customer loyalty and retention and an organization's profitability

Which of the following represents operational CRM? A. Supports traditional transactional processing B. Supports day-to-day front-office operations C. Supports operations that deal directly with the customers D. All of the above

What can analytical CRM modeling tools discover? A. Identify opportunities for expanding customer relationships B. Identify opportunities for cross-selling C. Identify opportunities for up-selling D. All of the above

Which of the following is not one of the three phases in the evolution of CRM? A. Reporting B. Processing C. Analyzing D. Predicting

What is an organization performing when it asks questions such as "how do we reach our customers"? A. CRM reporting technologies B. CRM analyzing technologies C. CRM predicting technologies D. CRM processing technologies

Which question below represents a CRM reporting technology example? A. Why did sales not meet forecasts? B. How many units did we make? C. What customers are at risk of leaving? D. All of the above

Which of the following operational CRM technologies does the marketing department typically use? A. List generator, campaign management, cross-selling and up-selling B. Contact center, cross-selling and up-selling, web-based self-service C. List generator, opportunity management, cross-selling and up-selling D. Contact center, web-based self-service, call scripting

What represents up-selling? A. Selling additional products or services to an existing customer B. Increasing the value of the sale C. Guiding users through marketing campaigns D. Compiling customer information from a variety of sources

Which of the following is an extended ERP component? A. Business intelligence B. Ebusiness C. Customer relationship management D. All of the above

Which of the following is a true statement? A. Middleware translates information between disparate systems. B. The customers' customer is upstream in the supply chain. C. In the basic supply chain source refers to planning for transportation of goods to customers. D. Supply chain variety is the ability to view all areas up and down the supply chain.

Which of the following is a false statement? A. The evolution of CRM is reporting, analyzing, and predicting B. RFM stands for Regency, Frequency, and Monetary C. Front-office operations deal directly with the customer D. List generators fall under the category of the marketing department's CRM tools

What takes information entered into a given system and sends it automatically to all downstream systems and processes? A. Forward data interchange B. Forward integration C. Backward integration D. Backward data interchange

Which of the following is not an example of a primary enterprise system? A. Supply chain management B. Customer relationship management C. Enterprise resource planning D. Enterprise revenue planning

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

What can effective and efficient supply chain management systems enable an organization to accomplish? A. Increase its supplier power B. Increase the power of its buyers C. Increase switching costs to increase the threat of substitute products or services D. All of the above

Which of the following is not one of the four Vs key to supply chain management? A. Visibility B. Vision C. Velocity D. Variety