Georgia State University, Perimeter College

MIS 4

Chapter 11: Enterprise Systems

TRUE/FALSE

1)Supply chains exist in both service and manufacturing organizations.

2. Distribution centers are the final link of a supply chain in service organizations.

3. A supply chain management system coordinates the procurement, transformation, and distribution of products.

4. In a manufacturing firm, management activities in the information flow area of supply chain management system consist of handling credit terms, payment schedules, and consignment and title ownership arrangements.

5. The four key decisions in supply chain management for manufacturing are related to: location, cost, inventory, and transportation.

6. For organizations that don’t have in-house resources to develop an SCM system, several vendors offer comprehensive solutions for this purpose.

7. With the advent of XML, more organizations have shifted toward traditional EDI.

8. Using the Internet and Web protocols for electronic data interchange increases the cost of transmitting documents.

9. A traditional electronic data interchange uses proprietary protocols and networks.

10. In Internet-enabled SCM, the customer service function includes responding to customers’ complaints.

11. One of the disadvantages of an e-marketplace is that a single platform for prices means that there are fewer bargains.

12. E-distributors offer fast delivery of a wide selection of products and services, usually at lower prices, and help companies reduce the time and expense of searching for goods.

13. Auctions help determine the price of goods and services when the original set price is too high.

14. With a structured process of sharing information among supply chain members, retailers can compare customer demands or sales forecasts with a manufacturer’s order forecast.

15. Handling unforeseen problems is called “exception management,” and lessons learned during this process can be used in future planning.

16. A grocery store offering loyalty cards with discounts to its customers is an example of how transaction data can be used in a CRM system.

17. An effective CRM system attracts new customers, which is less expensive in comparison with businesses maintaining current customers.

18. A CRM system consists only of sales automation and customer support functions.

19. Amdocs CRM is a software package available for setting up a CRM system.

20. Several IT tools are needed to implement a personalization system.

21. After registering with Yahoo!, you can customize the start page by choosing your preferred layout, content, and colors; this is an example of supply chain management.

22. A simple knowledge management system might consist of using groupware such as IBM Lotus Notes.

23. In general, the best way to gather tacit knowledge is interactively, such as interviewing the employee with specific questions about how he or she would handle an issue.

24. One drawback of a well-designed enterprise resource planning (ERP) system is an increase in inventory costs.

25. Having modular components is a major factor in the success of ERP systems because it keeps costs down.

MULTIPLE CHOICE

1. A(n)             system is used to coordinate operations, resources, and decision making between manufacturing, production, marketing, and human resources.
   1. enterprise resource planning                           c.     customer relationship management
   2. supply chain management                                 d. Web portal

2. In service organizations, the link in the supply chain includes          .
   1. distribution centers                                              c.     software
   2. manufacturing facilities                                       d. hardware

3. In a manufacturing firm’s SCM system, handling credit terms and payment schedules are a part of the

              flow.

1. 1. product                                                                      c.     finances
   2. information                                                              d.   location

4. Overseeing order transmissions are part of the        flow in a manufacturing firm’s SCM system.
   1. product                                                                      c.     location
   2. information                                                              d.   finances

5. Information technologies and          play a major role in implementing an SCM system.
   1. auctions                                                                     c.     CASE tools
   2. SDLC modules                                                         d.   the Internet

6.            enables business partners to send and receive information on business transactions.
   1. Enterprise resource planning                            c.     Electronic data interchange
   2. Collaborative planning and forecasting         d. Online auctions

7. With reference to the Internet-enabled SCM activities, coordinating just-in-time (JIT) inventory programs with vendors and suppliers is a part of           .
   1. production scheduling                                         c.     inventory management
   2. procurement                                                           d. order processing

8. With reference to the Internet-enabled SCM activities, providing real time stock information and replenishing stock quickly is a part of              .
   1. customer service                                                   c.     procurement
   2. production scheduling                                         d. inventory management

9.            are common examples of e-marketplaces.
   1. Auctions                                                                    c.     E-distributors
   2. Internet service providers                                 d. Web-based CRMs

10. A company can purchase a(n)           package that might include services from different vendors, but the e-distributor coordinates them into one package for customers.

1. 1. enterprise resource planning                           c.     maintenance, repair, and operations
   2. online auctions                                                       d. electronic data interchange

11.            invite sellers to submit bids for products and services.
    1. Reverse auctions
    2. Collaborative planning and forecasting
    3. E-marketplaces
    4. Maintenance, repair, and operations services

12. The main goal of a(n)            system is to improve services offered to consumers and use consumer contact information for targeted marketing.
    1. e-distributor                                                            c.     customer relationship management
    2. supply chain management                                 d. enterprise resource planning

13. Transaction data for a CRM system might be gathered using         .
    1. a RFID chip                                                                c.     inventory numbers
    2. grocery store loyalty cards                                 d. reverse auctions

14. Stores use “         ” to get a customer to buy additional products that they might already be purchasing from a different store.
    1. competitive-selling                                               c.     in-selling
    2. cross-selling                                                             d. out-selling

15. Organizations with an established IT infrastructure often choose a(n)        CRM, which is implemented much like any other IT system.
    1. collaborative                                                            c.     Web-based
    2. reverse                                                                      d.   on-premise

16. Amazon.com, suggests products you might enjoy, based on your past browsing and purchasing habits; this is an example of                   .
    1. personalization                                                       c.     cross-selling
    2. customization                                                          d. reverse auction

17.            is a search for specific information or patterns, using input from multiple business partners and data sources.

1. 1. Personalization                                                       c.     Collaborative filtering
   2. Customization                                                         d. Collaborative forecasting

18.            is a technique used to improve CRM systems (and many other systems) by identifying, storing, and disseminating “know-how”—facts about how to perform tasks.
    1. Supply Chain Management                               c.     Collaborative forecasting
    2. Collaborative filtering                                           d.   Knowledge management

19. The            component of an ERP system provides information on assessing job candidates.

1. 1. human resources                                                   c.     unified database
   2. supply chain                                                             d. customer relationship management

20. The            component of a ERP system collects and analyzes relevant internal and external data and information.
    1. unified database                                                    c.     accounting
    2. supply chain                                                             d. e-commerce

COMPLETION

1. A(n)                                                    is an application used in all functions of a business that supports decision making throughout the organization.

2. A(n)                                                  is an integrated network consisting of an organization, its suppliers, transportation companies, and brokers used to deliver goods and services to customers.

3.                                                     is the process of working with suppliers and other partners in the supply

chain to improve procedures for delivering products and services.

4. With regard to a manufacturing firm’s supply chain management system, management activities in the

                                                  area trace the movement of goods from suppliers to customers.

5. A(n)                                                    is a third-party exchange (a B2B business model) that provides a platform for buyers and sellers to interact with each other and trade more efficiently online.

6.                                                     is used to coordinate supply chain members through point-of-sale (POS)

data sharing and joint planning.

7.                                                   consists of the processes a company uses to track and organize its contacts with customers.

8. When a store sends a customer coupons for a more expensive brand of milk, in the hope that the customer’s family would prefer the brand, it is called “                                               .”

9. The CRM feature known as                                                   refers to assisting with such tasks as controlling inventory, processing orders, tracking customer interactions, and analyzing sales forecasts and performance.

10. The CRM feature known as                                                   is used to manage call centers and help desks and can sometimes answer customers’ queries automatically.

11.                                                   allows customers to modify the standard offering, such as selecting a different home page to be displayed each time you open your Web browser.

12.                                                  knowledge, such as how to close a sale, can be captured in data repositories and shared.

13.                                                   is an integrated system that collects and processes data and manages and coordinates resources, information, and functions throughout an organization.

14. In an ERP, the                                                    component supplies information on production costs and pricing.

15. Most ERP systems are available as                                                  , so an organization can purchase only the components it needs and add others later, if needed.

SHORT ANSWER

1. What are the functions coordinated by a supply chain management system?

2. Electronic data interchange helps to deliver accurate information about what kind of processes?

3. Describe when electronic data interchange is beneficial.

4. Describe an e-distributor.

5. What is a third-party exchange?

6. Describe the advantage of collaborative planning, forecasting, and replenishment (CPFR).

7. What are some of the tools included in a CRM system?

8. List three items an organization can do with a CRM system.

9. Describe how a Web portal is used as a tool to improve customer service.

10. Describe eCRM.

11. What IT tools are needed to implement a personalization system?