Question 1

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

Accepted Answer

A)   SCM
B)   SFA
C)   ERM
D)   DRM
E)   PRMF) C) and D)
G) A) and E)

Question 2

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.F) All of the above
G) B) and E)

Question 3

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)   SFAF) A) and B)
G) A) and C)

Question 4

________ 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-generationF) C) and D)
G) B) and E)

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.F) None of the above
G) A) and C)

Question 6

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; developmentF) B) and E)
G) A) and C)

Question 7

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 SolutionsF) A) and E)
G) B) and E)

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

An enterprise system may be too expensiv...

Question 10

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 informationF) None of the above
G) A) and B)

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)   E-mail
B)   Website
C)   Intranet
D)   Retail store
E)   FacebookF) D) and E)
G) B) and C)

Question 13

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 systemF) A) and E)
G) C) and D)

Question 14

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 15

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)   GroupwareF) A) and B)
G) A) and C)

Question 16

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 17

Identify two supply chain models. Which is better?

Accepted Answer

Push-based and pull-based models were di...

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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 intelligenceF) C) and D)
G) A) and B)

Question 20

________ 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)   SFAF) C) and D)
G) All of the above

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

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Identify two supply chain models. Which is better?

Correct AnswerverifiedPush-based and pull-based models were di...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedAn enterprise system may be too expensiv...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

________ 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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct Answer
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Push-based and pull-based models were di...
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An enterprise system may be too expensiv...
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