Question 1

Which of the following is not an example of next-generation enterprise applications?

Accepted Answer

A)   Openbravo
B)   Social CRM
C)   Apache Open for Business (OFBiz) 
D)   Salesforce.com
E)   JDA SoftwareF) B) and D)
G) B) and E)

Question 2

Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

Accepted Answer

A) True 
 B)False

Question 3

What is social CRM and how is it being used?

Accepted Answer

Social CRM tools enable a business to co...

Question 4

A supply chain driven by actual customer orders is called a ________ model.

Accepted Answer

A)   supply-based
B)   demand-driven
C)   replenishment-driven
D)   pull-based
E)   market-drivenF) B) and E)
G) B) and C)

Question 5

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Accepted Answer

A) True 
 B)False  True

Question 6

The downstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

Accepted Answer

A) True 
 B)False

Question 7

Switching costs of enterprise systems occur when changing software vendors.

Accepted Answer

A) True 
 B)False

Question 8

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Accepted Answer

Supply chain planning systems and supply chain execution systems are two classifications for supply chain software. Supply chain planning systems enable a firm to generate demand forecasts for a product and develop sourcing and manufacturing plans for that product. Capabilities include order planning, advanced scheduling and manufacturing planning, demand planning, distribution planning, and transportation planning. Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations. Capabilities include order commitments, final production, replenishment, distribution management, and reverse distribution.

Question 9

Identify and describe three major enterprise applications.

Accepted Answer

Enterprise systems, customer relationshi...

Question 10

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Accepted Answer

A)   Rewrite the software to support the way the company's business processes work.
B)   Select the business processes you wish to automate.
C)   Map the company's business processes to the software's business processes.
D)   Map the software's business processes to the company's business processes.
E)   Select the functions of the system you wish to use.F) A) and B)
G) A) and C)

Question 11

Which of the following customer relationship management applications provides analysis of customer data?

Accepted Answer

A)   Operational CRM
B)   Analytical CRM
C)   Operational SCM
D)   Analytical SFA
E)   Operational SFAF) B) and C)
G) C) and D)

Question 12

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.
E)   organizing effective marketing campaigns.F) C) and D)
G) B) and C)

Question 13

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Accepted Answer

A)   raw materials
B)   intermediate products
C)   basic products
D)   natural resources
E)   nascent productsF) None of the above
G) C) and D)

Question 14

Identify five benefits of customer relationship management systems.

Accepted Answer

Benefits include: better customer servic...

Question 15

Distribution and delivery of products to retailers is part of the:

Accepted Answer

A)   downstream portion of the supply chain.
B)   external supply chain.
C)   upstream portion of the supply chain.
D)   supplier's internal supply chain.
E)   midstream portion of the supply chain.F) B) and E)
G) A) and B)

Question 16

You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper-based processes. How might a CRM system benefit them?

Accepted Answer

A CRM system that includes patients' hea...

Question 17

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

Accepted Answer

Benefits include: increasing operational...

Question 18

Walmart's continuous replenishment system is an example of a ________ model.

Accepted Answer

A)   push-based
B)   pull-based
C)   enterprise-based
D)   supply chain optimization
E)   forecast-basedF) A) and D)
G) A) and B)

Question 19

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve all of the following problems except:

Accepted Answer

A)   overtaxing of its logistics network.
B)   lack of internal knowledge of the global business.
C)   inability to optimize transportation carriers.
D)   inability to forecast orders from retailers.
E)   increased logistics visibility.F) None of the above
G) A) and D)

Question 20

SFA modules in CRM systems provide tools for all of the following except:

Accepted Answer

A)   team selling.
B)   territory management.
C)   sales forecasting.
D)   managing sales prospect and contact information.
E)   managing customer service requests.F) A) and B)
G) C) and D) E

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

Which of the following is not an example of next-generation enterprise applications?

Correct Answer
verified

Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

Correct Answer
verified

What is social CRM and how is it being used?

Correct Answer
verified
Social CRM tools enable a business to co...
View Answer

A supply chain driven by actual customer orders is called a ________ model.

Correct Answer
verified

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Correct Answer
verified
True

The downstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

Correct Answer
verified

Switching costs of enterprise systems occur when changing software vendors.

Correct Answer
verified

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Identify and describe three major enterprise applications.

Correct Answer
verified
Enterprise systems, customer relationshi...
View Answer

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Correct Answer
verified

Which of the following customer relationship management applications provides analysis of customer data?

Correct Answer
verified

Customer service modules in CRM systems provide tools for:

Correct Answer
verified

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Correct Answer
verified

Identify five benefits of customer relationship management systems.

Correct Answer
verified
Benefits include: better customer servic...
View Answer

Distribution and delivery of products to retailers is part of the:

Correct Answer
verified

You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper-based processes. How might a CRM system benefit them?

Correct Answer
verified
A CRM system that includes patients' hea...
View Answer

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

Correct Answer
verified
Benefits include: increasing operational...
View Answer

Walmart's continuous replenishment system is an example of a ________ model.

Correct Answer
verified

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve all of the following problems except:

Correct Answer
verified

SFA modules in CRM systems provide tools for all of the following except:

Correct Answer
verified
E

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

Which of the following is not an example of next-generation enterprise applications?

Correct AnswerverifiedShow Answer

Procter & Gamble (P&G) experienced a growth in its Pampers diapers inventory due to information distortions in the supply chain.

Correct AnswerverifiedShow Answer

What is social CRM and how is it being used?

Correct AnswerverifiedSocial CRM tools enable a business to co...View AnswerShow Answer

A supply chain driven by actual customer orders is called a ________ model.

Correct AnswerverifiedShow Answer

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Correct AnswerverifiedTrue

The downstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

Correct AnswerverifiedShow Answer

Switching costs of enterprise systems occur when changing software vendors.

Correct AnswerverifiedShow Answer

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Identify and describe three major enterprise applications.

Correct AnswerverifiedEnterprise systems, customer relationshi...View AnswerShow Answer

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Correct AnswerverifiedShow Answer

Which of the following customer relationship management applications provides analysis of customer data?

Correct AnswerverifiedShow Answer

Customer service modules in CRM systems provide tools for:

Correct AnswerverifiedShow Answer

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Correct AnswerverifiedShow Answer

Identify five benefits of customer relationship management systems.

Correct AnswerverifiedBenefits include: better customer servic...View AnswerShow Answer

Distribution and delivery of products to retailers is part of the:

Correct AnswerverifiedShow Answer

You have been hired by Croydon Visiting Nurse Services, whose business processes are all manual, paper-based processes. How might a CRM system benefit them?

Correct AnswerverifiedA CRM system that includes patients' hea...View AnswerShow Answer

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

Correct AnswerverifiedBenefits include: increasing operational...View AnswerShow Answer

Walmart's continuous replenishment system is an example of a ________ model.

Correct AnswerverifiedShow Answer

From your reading of the LG Electronics case study, the company implemented JDA software solutions to solve all of the following problems except:

Correct AnswerverifiedShow Answer

SFA modules in CRM systems provide tools for all of the following except:

Correct AnswerverifiedE

Correct Answer
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Correct Answer
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Correct Answer
verified
Social CRM tools enable a business to co...
View Answer

Correct Answer
verified

Correct Answer
verified
True

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Enterprise systems, customer relationshi...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Benefits include: better customer servic...
View Answer

Correct Answer
verified

Correct Answer
verified
A CRM system that includes patients' hea...
View Answer

Correct Answer
verified
Benefits include: increasing operational...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
E