OM Ch 5 Technology Flashcards
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Computer chips and microprocessors are examples of hard technology. T/F
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True
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A company such as eBay relies more on soft technology than hard technology. T/F
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True
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E-Service refers to using the Internet and technology to provide services that create and deliver time, place, information, entertainment and exchange value to customers and/or support the sale of goods. T/F
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True
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Computer integrated manufacturing systems combine hardware, software, database management and communications to automate and control a broad range of production activities. T/F
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True
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Customer Relationship Management (CRM) systems use segmentation data to help focus marketing initiatives and provide data for tracing sales trends and advertising effectiveness. T/F
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True
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Database systems, artificial intelligence programs and voice-recognition software are examples of a) hard technology b) soft technology c) computer numerical control d) integrated operating systems
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b) soft technology
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Which of the following enables engineers to design, analyze, test, simulate, and "manufacture" products before they physically exist? a) CNC b) CAD/CAE c) CIM d) CAM
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b) CAD/CAE
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Enterprise Resource Planning Systems (ERP) a) are a subset of supply chain management b) give each function the ability to set up its own databases c) handle customer ordering, inventory management and production scheduling on a real-time basis. d) are easy to implement
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c) handle customer ordering, inventory management and production scheduling on a real-time basis.
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Which of the following would not be included in a typical Customer Relationship Management System (CRM)? a) market segmentation and analysis b) effective complaint resolution c) cross-selling goods and services d) supply chain inventory management
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d) supply chain inventory management
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CRM helps firms gain competitive advantage by all of the following except a) providing real-time transaction processing b) segmenting markets c) tracking sales trends and advertising effectiveness d) identifying which customers should be the focus of targeted marketing initiatives
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a) providing real-time transaction processing
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both physical and information— has dramatically changed how work is accomplished in every industry, from mining to manufacturing to education to health care.
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technology
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refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services.
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hard technology
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the application of the Internet, computer software, and information systems to provide data, information, and analysis, and to facilitate the accomplishment of creating and delivering goods and services.
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soft technology
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enables engineers to design, analyze, test, simulate, and "manufacture" products before they physically exist.
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CAD/CAE
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involves computer control of the manufacturing process
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CAM
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consist of two or more computer-controlled machines linked by automated handling devices. Computers direct the overall sequence of operations and route the work to the appropriate machine, select and load the proper tools, and control the operations performed by the machine
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Flexible manufacturing systems (FMS)
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_____________________ are used behind the scenes to facilitate your experience as a customer.
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Service technologies
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refers to using the Internet and technology to provide services that create and deliver time, place, information, entertainment, and exchange value to customers and/or support the sale of goods.
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e-service
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any entity—real or virtual—that coordinates and shares information between buyers and sellers.
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intermediary
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specialize in handling all aspects of customers returning a manufactured good or delivered service and requesting their money back, repairing the manufactured good and returning it to the customer, and/or invoking the service guarantee.
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return facilitarors
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systems integrate all aspects of a business—accounting, customer relationship management, supply chain management, manufacturing, sales, human resources—into a unified information system and provide more timely analysis and reporting of sales, customer, inventory, manufacturing, human resource, and accounting data.
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Enterprise Resource Planning (ERP)
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a business strategy designed to learn more about customers' wants, needs, and behaviors in order to build customer relationships and loyalty, and ultimately enhance revenues and profits.
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Customer Relationship Management
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a measure of the contribution margin required to deliver a good or service as the business grows and volumes increase.
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scalability
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the capability to serve additional customers at zero or extremely low incremental costs (e.g., Monster.com).
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high scalability
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implies that serving additional customers requires high incremental variable costs (e.g., see WebVan).
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low scalability
