FPT University

ITA 301

Chap 9

1)From your reading of the Tasty Baking Company case study, the firm implemented new information systems in order to achieve which of the main six business objectives?

1. 1. customer and supplier intimacy
   2. new products, services, and business models
   3. improved decision making
   4. survival

2. From your reading of the Tasty Baking Company case study, what enabled the firm to take maximum advantage of the new enterprise software's capabilities?
   1. willingness to normalize data
   2. adopting many changes in their business processes
   3. limiting changes to the software
   4. enforcing strict project management standards

3. 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 best describes
   1. process management software.
   2. ERP systems.
   3. groupware.
   4. application software.

4.                        software is built around thousands of predefined business processes from all functional areas.
   1. Process management
   2. PRM
   3. Enterprise
   4. CRM

5. Which of the following is NOT true about enterprise systems?
   1. Enterprise systems help firms respond rapidly to customer requests for information or products.
   2. Enterprise system data have standardized definitions and formats that are accepted by the entire organization.
   3. Enterprise software is expressly built to allow companies to mimic their unique business practices.
   4. Enterprise software includes analytical tools to evaluate overall organizational performance.

6. Why is overstocking warehouses not an effective solution for a problem of low availability?
   1. It does not speed product time to market.
   2. It is an inefficient use of raw materials.
   3. It increases sales costs.

1. 4. It increases inventory costs.

7. You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?
   1. Select the functions of the system you wish to use.
   2. Select the business processes you wish to automate.
   3. Map the company's business processes to the software's business processes.
   4. Map the software's business processes to the company's business processes.

8. When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with
   1. configuration tables.
   2. project workbooks.
   3. data dictionaries.
   4. middleware.

9. In order to achieve maximum benefit from an enterprise software package, a business
   1. customizes the software to match all of its business processes.
   2. uses only the processes in the software that match its own processes.
   3. changes the way it works to match the software's business processes.
   4. selects only the software that best matches its existing business processes.

10. Supply chain complexity and scale
    1. affect both very small companies and large, global corporations.
    2. were difficult to address before the Internet.
    3. result when firms produce complex products and services.
    4. result when firms implement full-scale supply-chain management systems.

11. 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
    1. distribution channel.
    2. supply chain.
    3. value chain.
    4. marketing channel.

12. Components or parts of finished products are referred to as
    1. upstream materials.
    2. raw materials.
    3. secondary products.
    4. intermediate products.

13. A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the
    1. supplier's internal supply chain.
    2. external supply chain.
    3. upstream portion of the supply chain.
    4. downstream portion of the supply chain.

14. A company's organizations and processes for distributing and delivering products to the final customers is the
    1. supplier's internal supply chain.
    2. external supply chain.
    3. upstream portion of the supply chain.

1. 4. downstream portion of the supply chain.

15. Uncertainties arise in any supply chain because of
    1. inaccurate or untimely information.
    2. poor integration between systems of suppliers, manufacturers, and distributors.
    3. inefficient or inaccurate MIS.
    4. unforeseeable events.

16. Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
    1. safety stock
    2. continuous replenishment
    3. just-in-time strategies
    4. demand planning

17. 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.
    1. just-in-time
    2. stockless
    3. bullwhip
    4. safety stock

18. 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.
    1. replenishment
    2. bullwhip
    3. ripple
    4. exponential

19. Supply chain software can be classified as either supply chain                                 systems or supply chain        systems.
    1. push; pull
    2. demand; continual
    3. upstream; downstream
    4. planning; execution

20. Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain                                                            systems.
    1. demand
    2. delivery
    3. planning
    4. execution

21. Supply chain planning systems
    1. track the physical status of goods.
    2. identify the transportation mode to use for product delivery.
    3. track the financial information involving all parties.
    4. track the status of orders.

22. Which supply chain planning function determines how much product is needed to satisfy all customer demands?
    1. distribution management
    2. replenishment planning
    3. demand planning
    4. order planning

23. Supply chain                           systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.
    1. demand
    2. delivery
    3. planning
    4. execution

24. Capabilities of supply chain planning systems would NOT include
    1. transport operations.
    2. advanced scheduling and manufacturing planning.
    3. demand planning.
    4. order planning.

25. From your reading of the Procter & Gamble case study, the company implemented a multi- echelon inventory optimization system to achieve which of the main six business objectives?
    1. customer and supplier intimacy
    2. operational excellence
    3. improved decision making
    4. survival

26. A supply chain driven by actual customer orders or purchases follows a                                  model.
    1. pull-based model
    2. build-to-stock
    3. push-based
    4. replenishment-driven

27. A build-to-order supply-chain model is also called a                                 model.
    1. supply-driven
    2. demand-driven
    3. replenishment-driven
    4. push-based

28. Concurrent supply chains are made possible by which technology?
    1. pull-based technology
    2. Internet technology
    3. supply chain management systems
    4. just-in-time supply-chain technologies

29. Companies with effective supply chain management systems can expect
    1. improved customer service and responsiveness.
    2. cost reduction.
    3. reduced inventory levels.
    4. all of the above.

30. A                         is a method of interaction with a customer, such as telephone or customer service desk.
    1. point of presence
    2. touch point
    3. sales point
    4. client channel

31. Which of the following would NOT be considered a contact point?
    1. e-mail
    2. Web site
    3. intranet
    4. retail store

32.                        modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
    1. SCM
    2. SFA
    3. ERM
    4. PRM

33.                        modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.
    1. SCM
    2. SFA
    3. ERM
    4. PRM

34. Customer relationship management systems typically provide software and online tools for sales, customer service, and
    1. marketing.
    2. account management.
    3. advertising.
    4. public relations.

35. SFA modules in CRM systems would provide tools for
    1. assigning and managing customer service requests.
    2. capturing prospect and customer data.
    3. identifying profitable and unprofitable customers.
    4. managing sales prospect and contact information.

36. Customer service modules in CRM systems provide tools for
    1. assigning and managing customer service requests.
    2. sales quote generation.
    3. identifying profitable and unprofitable customers.
    4. managing sales prospect and contact information.

37. Marketing modules in CRM systems would provide tools for
    1. managing an advice telephone line.
    2. sales quote generation.
    3. identifying profitable and unprofitable customers.
    4. managing sales prospect and contact information.

38.                        software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training?
    1. Enterprise
    2. ERM
    3. PRM
    4. ERP

39. Selling a customer with a checking account a home improvement loan is an example of
    1. operational CRM.
    2. direct marketing.
    3. cross-selling.
    4. cross-channel promotions.

40. Which of the following is an important capability for service processes that is found in most major CRM software products?
    1. returns management
    2. lead management
    3. account management
    4. events management

41. Which of the following is an important capability for sales processes that is found in most major CRM software products?
    1. returns management
    2. lead management
    3. channel promotions management
    4. events management

42. Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes                                               applications.
    1. operational CRM
    2. analytical CRM
    3. SCM
    4. SFA

43. Analytical CRM applications
    1. include tools for marketing automation.
    2. provide consolidated data for operational CRM applications.
    3. are based on data warehouses consolidated from operational CRM applications.
    4. provide customer-facing applications.

44. Operational CRM applications include tools for
    1. identifying buying patterns.
    2. calculating CLTV.
    3. salesforce automation.
    4. pinpointing unprofitable customers.

45. Analyzing sales representative and customer service representative productivity is an example of
    1. CLTV.
    2. analytical CRM.
    3. operational CRM.
    4. demand planning.

46. 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?
    1. churn rate
    2. CLTV
    3. cost per lead
    4. cost per sale

47. The measurement of the number of customers who stop using or purchasing products or services from a company is called
    1. switching costs.
    2. churn rate.
    3. CLTV.
    4. switch rate.

48. Which of the following statements about enterprise applications is NOT true?
    1. The total implementation cost of a large system might amount to four to five times the initial purchase price for the software.
    2. Enterprise applications introduce "switching costs."
    3. Enterprise applications are based on organization-wide definitions of data.
    4. Enterprise applications are best implemented when few changes in business processes are required.

49.                        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 a greater degree of cross-functional integration than the traditional enterprise applications.
    1. PRM software
    2. SFA software
    3. ERP suites
    4. Service platforms