Topik 9
1. Manufacturing and production processes include all of the following except:
procurement.
materials requirement planning.
quality control.
transportation execution.
product configuration.
product configuration.
1. Which of the following enables a company to tailor a particular aspect of enterprise software to the
way a company does business?
Groupware
Web services
Data dictionaries
Middleware
Configuration tables
Middleware
1. According to the chapter case study, which of the following software vendors has enabled Scotts
Miracle-Gro to develop consumer-driven demand planning?
Oracle
JDA Software
SAP
IBM
Salesforce.com
JDA Software
1. Marketing modules in CRM systems provide tools for all of the following except:
assigning and managing customer service requests.
capturing prospect and customer data.
identifying profitable and unprofitable customers.
qualifying leads.
identifying opportunities for cross-selling.
assigning and managing customer service requests.
1. SFA modules in CRM systems provide tools for all of the following except:
team selling.
territory management.
sales forecasting.
managing sales prospect and contact information.
managing customer service requests.
managing customer service requests.
1. ________ 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.
PRM
SFA
ERM
CLTV
Just-in-time
SFA
1. ________ modules deal with issues such as setting objectives, employee performance management,
and performance-based compensation.
SCM
SFA
ERM
PRM
SCP
ERM
1. Which of the following customer relationship management applications provides analysis of customer
data?
Operational CRM
Analytical CRM
Operational SCM
Analytical SFA
Operational PRM
Analytical CRM
1. Which of the following tools is used to analyzing customer buying patterns?
CLTV
Analytical CRM
Operational CRM
Demand planning.
SFA
Analytical CRM
1. Which of the following is not true about enterprise systems?
Enterprise systems help firms respond rapidly to customer requests for information or products.
Enterprise system data have standardized definitions and formats that are accepted by the entire
organization.
Enterprise software is expressly built to allow companies to mimic their unique business practices.
Enterprise software includes analytical tools to evaluate overall organizational performance.
Extensive customization of enterprise software may degrade system performance.
Enterprise software is expressly built to allow companies to mimic their unique business practices.
1. From your reading of the Scott's Miracle-Gro case study, the company implemented SAP and JDA
enterprise and supply chain planning systems to solve which of the following problems?
Lack of brand recognition
Lack of coordination among production facilities
Poor supply chain visibility for management
Shoddy record-keeping
Coordination issues caused by the merger of Scott's and Miracle-Gro
Coordination issues caused by the merger of Scott's and Miracle-Gro
1. Enterprise application vendors have created ________ to make their own customer relationship
management, supply chain management, and enterprise systems work closely together with each other.
e-business suites
ERP systems
middleware
legacy systems
groupware
e-business suites
1. Enterprise software is built around thousands of predefined business processes that reflect:
the firm's organization.
industry benchmarks.
best practices.
cutting edge workflow analyses.
government regulations.
best practices.
1. Which of the following refers to a company's organizations and processes for distributing and
delivering products to its final customers?
Supplier's internal supply chain
External supply chain
Upstream portion of the supply chain
Downstream portion of the supply chain
Value web
Downstream portion of the supply chain
1. The measurement of the number of customers who stop using or purchasing products or services
from a company is called:
switching costs.
CRM rate.
CLTV.
switch rate.
churn rate.
churn rate.
1. Operational CRM applications include tools for all of the following except:
sales force automation.
call center support.
marketing automation.
customer service support.
calculating CLTV.
calculating CLTV.
1. Data from which of the following is not used as an input by analytical CRM applications?
Operational CRM systems
Customer touch points
Customer lists purchased from others
CLTV
Demographic data
CLTV
1. Which supply chain planning function determines how much product is needed to satisfy all customer
demands?
Distribution management
Replenishment planning
Demand planning
Order planning
Just-in-time planning
Demand planning
1. Enterprise application vendors are now including ________ features such as tools for data
visualization, flexible reporting, and ad hoc analysis as part of the application.
ESS
SAP
on-demand
business intelligence
just-in-time
business intelligence
1. Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:
reduce requisition-to-pay cycle times.
reduce accounts payable transaction processing.
centralize financial activities.
centralize procurement activities.
obtain lower prices for raw materials.
obtain lower prices for raw materials.
1. A distortion of information about the demand for a product as it passes from one entity to the next
across the supply chain is called the ________ effect.
network
bullwhip
ripple
whirlpool
just-in-time
bullwhip
1. Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for
managing relationships with them?
Supplier's internal supply chain
External supply chain
Upstream portion of the supply chain
Downstream portion of the supply chain
Value web
Upstream portion of the supply chain
1. According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP
systems it had from ________ to ________.
1000; 100
500; 50
250; 25
250; 4
100; 10
250; 4
1. Which of the following is not an example of a next-generation enterprise application?
Openbravo
Social CRM
SAP Business Suite
Salesforce.com
i2 Technologies
i2 Technologies
1. Why isn't overstocking warehouses an effective solution for a problem of low availability?
It does not speed product time to market.
It is an inefficient use of raw materials.
It increases sales costs.
It increases production costs.
It increases inventory costs.
It increases inventory costs.
1. A supply chain driven by actual customer orders or purchases follows a ________ model.
pull-based
build-to-stock
push-based
replenishment-driven
continuous delivery
pull-based
1. A build-to-order supply-chain model is also called a ________ model.
supply-based
demand-driven
replenishment-driven
push-based
continuous delivery
demand-driven
1. Which of the following provides a suite of integrated software modules for finance and accounting,
human resources, manufacturing and production, and sales and marketing that allows data to be used
by multiple functions and business processes?
Process management software
ERP systems
Groupware
Application software
CRM software
ERP systems
1. 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?
Churn rate
CLTV
Cost per lead
Cost per sale
CRM rate
CLTV
1. 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(n):
distribution channel.
supply chain.
value chain.
marketing channel.
enterprise system.
supply chain.
1. Which of the following would not be considered a contact point?
Email
website
Intranet
Retail store
Facebook
Intranet
1. From your reading of the chapter's opening case, ACH Food Companies implemented new
information systems in order to achieve which of the following objectives?
Customer and supplier intimacy
Operational excellence
Survival
Improved decision making
New products and services
Operational excellence
1. According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, ERP
projects took about ________ to complete.
1 month
6 months
12 months
16 months
24 months
16 months
1. Which of the following is an important capability for sales processes that is found in most SFA
modules in major CRM software products?
Returns management
Lead management
Channel promotions management
Events management
Campaign measurement
Lead management
1. Components or parts of finished products are referred to as:
upstream materials.
raw materials.
secondary products.
downstream materials.
intermediate products.
downstream materials.
1. ________ management is an important capability for customer service processes that is found in most
major CRM software products.
Returns
Lead
Account
Events
Field sales
Returns
1. Supply chain software can be classified as either supply chain ________ systems or supply chain
________ systems.
push; pull
demand; continual
upstream; downstream
planning; execution
external; internal
planning; execution
1. In order to achieve maximum benefit from an enterprise software package, a business should:
customize the software to match all of its business processes.
use only the processes in the software that match its own processes.
change the way it works to match the software's business processes.
select only the software that best matches its existing business processes.
choose a cloud-based ERP package.
change the way it works to match the software's business processes.
1. The Warehouse Management System used by Haworth Incorporated is an example of which of the
following?
Supply chain planning system
SFA module
PRM module
ERM module
Supply chain execution system
Supply chain execution system
1. Which of the following is not an example of inefficiencies in the supply chain?
Parts shortages
Underused plant capacity
Excessive finished goods inventory
High transportation costs
High switching costs
High switching costs
1. 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.
just-in-time
frictionless
bullwhip
safety-stock
push-pull
just-in-time
1. Concurrent supply chains are made possible by which technology?
ERP systems
The Internet
Supply-chain management systems
Just-in-time supply-chain technologies
The mobile digital platform
The Internet
1. Supply chain planning systems:
track the physical status of goods.
identify the transportation mode to use for product delivery.
track the financial information involving all parties.
track the status of orders.
track the management of materials.
identify the transportation mode to use for product delivery.
1. Which of the following traditional solutions enables manufacturers to deal with uncertainties in the
supply chain?
Safety stock
Continuous replenishment
Just-in-time strategies
Demand planning
Bullwhip effect
Safety stock
1. Customer relationship management systems typically provide software and online tools for sales,
customer service, and:
marketing.
inventory management.
demand forecasting
tracking of the status of goods.
warehouse and transportation operations.
marketing.
1. The business value of an effective supply-chain management system includes all of the following
except:
faster time to market.
cost reduction.
supply matched to demand.
increased inventory levels.
improved delivery service.
increased inventory levels.
1. 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?
Supply chain demand system
Supply chain delivery system
Supply chain planning system
Supply chain execution system
Internal supply chain system
Supply chain execution system
1. CRM systems help businesses achieve which of the following business objectives?
Enhanced customer intimacy
Automated production forecasts
Faster time to market with new products and services
Enhanced supplier intimacy
Automated accounting processes
Enhanced customer intimacy
1. Customer service modules in CRM systems provide tools for:
assigning and managing customer service requests.
capturing prospect and customer data.
identifying profitable and unprofitable customers.
managing sales prospect and contact information.
sales quote generation.
assigning and managing customer service requests.
1. ________ CRM includes customer-facing applications such as tools for sales force automation, call
center and customer service support, and marketing automation.
Operational
Social
Web-based
Sales force
Analytical
Operational
1. You have been asked to implement enterprise software for a manufacturer of kitchen appliances.
What is the first step you should take?
Select the functions of the system you wish to use.
Select the business processes you wish to automate.
Map the company's business processes to the software's business processes.
Map the software's business processes to the company's business processes.
Rewrite the software to support the way the company's business processes work.
Select the functions of the system you wish to use.
1. The bullwhip effect can be countered by:
globalization.
disintermediation.
implementing a CRM.
reducing information uncertainty.
implementing a just-in-time strategy.
reducing information uncertainty.
1. Which of the following is not true about global supply chains?
Performance standards may vary from region to region.
Global supply chains typically span greater time differences than domestic supply chains.
Global supply chains typically have participants from a number of countries.
Supply chain management for global supply chains may need to reflect cultural differences.
Global supply chains are no different from domestic supply chains.
Global supply chains are no different from domestic supply chains.
1. Which of the following enables a firm to generate demand forecasts for a product, and to develop
sourcing and manufacturing plans for that product?
Supply chain demand system
Supply chain delivery system
Supply chain planning system
Supply chain execution system
Internal supply chain system
Supply chain planning system
1. Supply chain execution systems provide all of the following functions except:
generating demand forecasts for products.
tracking the flow of finished goods.
managing materials.
managing warehouse operations.
tracking financial information.
generating demand forecasts for products.
1. Selling a customer with a checking account a home improvement loan is an example of:
operational CRM.
direct marketing.
cross-selling.
cross-channel promotions.
sales force automation.
cross-selling.
1. A ________ is a method of interaction with a customer, such as telephone or customer service desk.
point of presence
touch point
sales point
client channel
supply chain
touch point
1. ________ modules use many of the same data, tools, and systems as CRM to enhance collaboration
between a company and its selling partners.
SCM
SFA
ERM
PRM
SCP
PRM
1. According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the
average cost of an ERP project was:
$280,000.
$2.8 million.
$28 million.
$280 million.
$2.8 billion.
$2.8 million.
1. Which of the following statements about enterprise applications is not true?
Enterprise applications require organizational learning.
Enterprise applications introduce "switching costs."
Enterprise applications are based on organization-wide definitions of data.
Enterprise applications are best implemented when few changes in business processes are required.
Open source enterprise applications are attractive to companies because of their low cost.
Enterprise applications are best implemented when few changes in business processes are required.
