Question 1

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 2

Extensive customization of enterprise software reduces the overall cost of implementation.

Accepted Answer

A) True 
 B)False

Question 3

________ software modules deal with setting employee objectives, performance, and compensation.

Accepted Answer

A)  SCM 
B)  SFA 
C)  ERM 
D)  DRM 
E)  PRM

Question 4

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Accepted Answer

A)  Customer 
B)  SOA 
C)  Marketing 
D)  Complex 
E)  SFA

Question 5

Major CRM products typically have all of the following service capabilities except:

Accepted Answer

A)  customer satisfaction management. 
B)  returns management. 
C)  call center & help desk. 
D)  service analytics. 
E)  order management.

Question 6

To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by:

Accepted Answer

A)  using only the pre-defined processes in the ERP software that matched its own processes. 
B)  retaining its legacy systems to operate as a backup to the new enterprise system. 
C)  customizing less than 5 percent of the enterprise system processes. 
D)  changing the ERP software as needed to match their own processes. 
E)  using a cloud-based version of the ERP.

Question 7

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

Accepted Answer

The answer of You have been hired by Santori, Inc.,...

Question 8

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

Accepted Answer

A)  Safety stock 
B)  Continuous replenishment 
C)  Just-in-time strategies 
D)  Demand planning 
E)  Perfect information

Question 9

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

Accepted Answer

A)  social media 
B)  PRM 
C)  ERM 
D)  SOA 
E)  business intelligence

Question 10

Identify two supply chain models. Which is better?

Accepted Answer

The answer of Identify two supply chain models. Which is...

Question 11

Before 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

A) True 
 B)False

Question 12

Which of the following tools is used to analyze customer buying patterns?

Accepted Answer

A)  CLTV 
B)  Analytical CRM 
C)  Operational CRM 
D)  Demand planning 
E)  SFA

Question 13

Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following manages 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

A)  Supply chain demand system 
B)  Supply chain delivery system 
C)  Supply chain planning system 
D)  Supply chain execution system 
E)  Supply chain optimization system

Question 15

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

Accepted Answer

A)  Analytical 
B)  Employee 
C)  Operational 
D)  Partner 
E)  Next-generation

Question 16

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 
E)  maintenance; development

Question 17

From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors?

Accepted Answer

A)  Oracle 
B)  SAP 
C)  IBM 
D)  Microsoft 
E)  Infor Global Solutions

Question 18

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Accepted Answer

A)  Configuration tables 
B)  Web services 
C)  Data dictionaries 
D)  Middleware 
E)  Groupware

Question 19

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

Accepted Answer

A)  E-mail 
B)  Website 
C)  Intranet 
D)  Retail store 
E)  Facebook

Question 20

Churn rate is an important indicator of the growth or decline of a company's customer base.

Accepted Answer

A) True 
 B)False

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

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

Extensive customization of enterprise software reduces the overall cost of implementation.

________ software modules deal with setting employee objectives, performance, and compensation.

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Major CRM products typically have all of the following service capabilities except:

To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by:

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

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

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.

Identify two supply chain models. Which is better?

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

Which of the following tools is used to analyze customer buying patterns?

Major CRM application software vendors include Oracle, SAP, and Salesforce.com.

Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner?

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

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

From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning software from which of the following ERP vendors?

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

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

Churn rate is an important indicator of the growth or decline of a company's customer base.