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From your reading of the Severstal case study, the firm implemented new information systems in order to achievewhich of the main six business objectives?

operational excellence

Which of the following is
an example of next-generation enterprise applications?

Solutions incorporating SCM

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 bestdescribes

ERP systems.

Enterprise software is built around thousands of predefined business processes

that reflect:

best practices.

Which of the following is
true about enterprise systems

Enterprise software is expressly built to allow companies to mimic their unique business practices

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

Select the functions of the system you wish to use.

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with:

configuration tables.

In order to achieve maximum benefit from an enterprise software package, a business

changes the way it works to match the software's business processes.

Supply chain complexity and scale increases when firms

produce products and services that coordinate with hundreds or more firms and suppliers.

Why is overstocking warehouses not an effective solution for a problem of low availability?

it increases inventory costs.

A network of organizations and business processes for procuring raw materials, transforming these materialsinto intermediate and finished products, and distributing the finished products to customers is called a:

supply chain.

Components or parts of finished products are referred to as

intermediate products.

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the

upstream portion of the supply chain.

A company's organizations and processes for distributing and delivering products to the final customers is the

downstream portion of the supply chain.

Uncertainties arise in any supply chain because of

unforeseeable events.

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

safety stock

A scheduling system for minimizing inventory by having components arrive exactly at the moment they areneeded and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy


A distortion of information about the demand for a product as it passes from one entity to the next across thesupply chain is called the ________ effect.


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

Upstream; downstream.

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing andmanufacturing plans for that product best describes supply chain ________ systems.


Supply chain planning systems:

identify the transportation mode to use for product delivery.

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

Demand planning.

Supply chain ________ systems manage the flow of products through distribution centers and warehouses toensure that products are delivered to the right locations in the most efficient manner


Capabilities of supply chain execution systems would not include:

identifying the optimal transportation mode.

From your reading of the Procter & Gamble case study, the company implemented a multi-echelon inventoryoptimization system to achieve which of the main six business objectives?

operational excellence.

A supply chain driven by actual customer orders or purchases follows a ________ model.


A build-to-order supply-chain model is also called a ________ model.


Concurrent supply chains are made possible by which technology?

Just in time supply chain technologies.

The business value of an effective supply chain management system includes all of the following

increased inventory levels.

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

touch point.

Which of the following would
be considered a contact point?


________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between acompany and its selling partners


________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation


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


SFA modules in CRM systems would provide tools for

managing sales prospect and contact info.

Customer service modules in CRM systems provide tools for:

assigning and managing customer service requests.

Marketing modules in CRM systems would provide tools for

identifying profitable and unprofitable customers.

________ software deals with employee issues that are closely related to CRM, such as setting objectives,employee performance management, performance-based compensation, and employee training


Selling a customer with a checking account a home improvement loan is an example of


_______ management is an important capability for service processes that is found in most major CRMsoftware products


Which of the following is an important capability for sales processes that is found in most major CRM software products?

lead management

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

analytical CRM

Analytical CRM applications:

are based on data warehouses consolidated from operational CRM applications.

Operational CRM applications include tools for:

salesforce automation.

Analyzing customer buying patters is an example of

analytical CRM

Which metric is based on the relationship between the revenue produced by a specific customer, the expensesincurred in acquiring and servicing that customer, and the expected life of the relationship between the customer andthe company?


The measurement of the number of customers who stop using or purchasing products or services from acompany is called

Churn Rate

Which of the following statements about enterprise applications is

Enterprise applications are best implemented when few changes in business processes are required.

________ integrate(s) multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner and provide agreater degree of cross-functional integration than the traditional enterprise applications

Service platforms.

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

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