Question 1

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

Accepted Answer

A)  e-mail 
B)  Web site 
C)  Intranet 
D)  retail store 
A)  e-mail 
B)  Web site 
C)  Intranet 
D)  retail store

Question 2

Customer service modules in CRM systems provide tools for

Accepted Answer

A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information.

Question 3

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

Accepted Answer

A)  point of presence 
B)  touch point 
C)  sales point 
D)  client channel 
A)  point of presence 
B)  touch point 
C)  sales point 
D)  client channel

Question 4

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

A)  distribution channel. 
B)  supply chain. 
C)  value chain. 
D)  marketing channel. 
A)  distribution channel. 
B)  supply chain. 
C)  value chain. 
D)  marketing channel.

Question 5

What additional complexities are faced in global supply chains? How does the Internet help in managing global supply chains?

Accepted Answer

Global supply chains typically span grea

Question 6

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

Accepted Answer

A)  operational CRM 
B)  analytical CRM 
C)  operational SCM 
D)  analytical SFA 
A)  operational CRM 
B)  analytical CRM 
C)  operational SCM 
D)  analytical SFA

Question 7

The total time it takes to complete a business process, from start to finish, is called its ________ time.

Accepted Answer

The answer of The total time it takes to complete...

Question 8

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

Accepted Answer

A)  marketing. 
B)  account management. 
C)  advertising. 
D)  public relations. 
A)  marketing. 
B)  account management. 
C)  advertising. 
D)  public relations.

Question 9

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

A) True 
 B)False

Question 10

Which of the following is not true about enterprise systems?

Accepted Answer

A)  Enterprise systems help firms respond rapidly to customer requests for information or products. 
B)  Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C)  Enterprise software is expressly built to allow companies to mimic their unique business practices. 
D)  Enterprise software includes analytical tools to evaluate overall organizational performance. 
A)  Enterprise systems help firms respond rapidly to customer requests for information or products. 
B)  Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C)  Enterprise software is expressly built to allow companies to mimic their unique business practices. 
D)  Enterprise software includes analytical tools to evaluate overall organizational performance.

Question 11

Uncertainties arise in any supply chain because of

Accepted Answer

A)  inaccurate or untimely information. 
B)  poor integration between systems of suppliers, manufacturers, and distributors. 
C)  inefficient or inaccurate MIS. 
D)  unforeseeable events. 
A)  inaccurate or untimely information. 
B)  poor integration between systems of suppliers, manufacturers, and distributors. 
C)  inefficient or inaccurate MIS. 
D)  unforeseeable events.

Question 12

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

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A)  push; pull 
B)  demand; continual 
C)  upstream; downstream 
D)  planning; execution 
A)  push; pull 
B)  demand; continual 
C)  upstream; downstream 
D)  planning; execution

Question 15

Identify at least four benefits and four challenges of enterprise systems.

Accepted Answer

Benefits include: increasing operational

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Identify two supply chain models. Which is better?

Accepted Answer

Push-based and pull-based models were di

Question 19

The bullwhip effect is countered by

Accepted Answer

A)  globalization. 
B)  disintermediation. 
C)  implementing an SCM. 
D)  reducing information uncertainty. 
A)  globalization. 
B)  disintermediation. 
C)  implementing an SCM. 
D)  reducing information uncertainty.

Question 20

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Accepted Answer

The answer of ________ CRM includes customer-facing applications such as...

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

Customer service modules in CRM systems provide tools for

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

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

What additional complexities are faced in global supply chains? How does the Internet help in managing global supply chains?

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

The total time it takes to complete a business process, from start to finish, is called its ________ time.

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

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

Which of the following is not true about enterprise systems?

Uncertainties arise in any supply chain because of

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.

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

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

Identify at least four benefits and four challenges of enterprise systems.

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

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

Identify two supply chain models. Which is better?

The bullwhip effect is countered by

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems, Organizations, and Strategy

Ethical and Social Issues in Information Systems

IT Infrastructure and Emerging Technologies

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Managing Knowledge

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters

Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

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

Customer service modules in CRM systems provide tools for

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

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

What additional complexities are faced in global supply chains? How does the Internet help in managing global supply chains?

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

The total time it takes to complete a business process, from start to finish, is called its ________ time.

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

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

Which of the following is not true about enterprise systems?

Uncertainties arise in any supply chain because of

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.

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

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

Identify at least four benefits and four challenges of enterprise systems.

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

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

Identify two supply chain models. Which is better?

The bullwhip effect is countered by

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems, Organizations, and Strategy

Ethical and Social Issues in Information Systems

IT Infrastructure and Emerging Technologies

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Managing Knowledge

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters

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