1. 1.Microsoft Office 2003. 2.WordPerfect Suite 10. 3.Enterprise Resource Planning systems. 4.Lotus Sametime systems. 5.Integrated database systems. A suite of integrated software modules with a common central database is referred to as…

2. 1.Microsoft Office 2003. 2.WordPerfect Suite 10. 3.Enterprise Resource Planning systems. 4.Lotus Sametime systems. 5.Integrated database systems. A suite of integrated software modules with a common central database is referred to as… The database collects data from and feeds the data into numerous applications that can support nearly all of an organization’s internal business activities.

3. 1.Workflow processes 2.Best practices 3.Standard operating procedures 4.Process improvement objectives 5.Not sure Which of the following describes the most successful solutions or problem- solving methods for achieving a business objective?

4. 1.Workflow processes 2.Best practices 3.Standard operating procedures 4.Process improvement objectives 5.Not sure Which of the following describes the most successful solutions or problem- solving methods for achieving a business objective? Best practices are the most successful solutions or problem- solving methods for consistently and effectively achieving a business objective. Best practices are incorporated into enterprise software and used throughout the firm.

5. 1.Improved decision making 2.More disciplined organizational culture 3.Adds more users to system 4.Customer-driven business processes 5.Single information architecture Which of the following is not a business value of enterprise systems?

6. 1.Improved decision making 2.More disciplined organizational culture 3.Adds more users to system 4.Customer-driven business processes 5.Single information architecture Which of the following is not a business value of enterprise systems? Enterprise systems can produce value both by increasing organizational efficiency and by providing firmwide information to help managers make better decisions.

7. 1.Product chain management 2.Customer relationship management 3.Work process management 4.Supply chain management 5.Sales chain management Which of the following refers to the close linkage and coordination of activities involved in buying, making, and moving a product?

8. 1.Product chain management 2.Customer relationship management 3.Work process management 4.Supply chain management 5.Sales chain management Which of the following refers to the close linkage and coordination of activities involved in buying, making, and moving a product? Supply chain management integrates business processes to speed information, product, and fund flows up and down a supply chain to reduce time, redundant effort, and inventory costs.

9. 1.return. 2.deliver. 3.make. 4.source. 5.plan. The supply chain process that procures goods and services needed to create a specific product or service is…

10. 1.return. 2.deliver. 3.make. 4.source. 5.plan. The supply chain process that procures goods and services needed to create a specific product or service is… The five major supply chain processes are part of the Supply Chain Operations Reference Model developed by The Supply Chain Council.

11. 1.return. 2.deliver. 3.make. 4.source. 5.plan. The supply chain process that includes post delivery customer support is…

12. 1.return. 2.deliver. 3.make. 4.source. 5.plan. The supply chain process that includes post delivery customer support is… The return supply chain process consists of processes associated with returning products or receiving returned products, including postdelivery customer support.

13. 1.distortion effect. 2.bull-whip effect. 3.see-saw effect. 4.entity effect. 5.logistical effect. When information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain, it’s called the…

14. 1.distortion effect. 2.bull-whip effect. 3.see-saw effect. 4.entity effect. 5.logistical effect. When information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain, it’s called the… A slight rise in demand for an item might cause different members in the supply chain to stockpile inventory so each has enough “just in case.”

15. 1.Customer relationship management 2.Product planning 3.Supply chain planning 4.Supply chain execution 5.Sales forecasting Which type of system helps companies determine how much of a specific product to manufacture in a given time period?

16. 1.Customer relationship management 2.Product planning 3.Supply chain planning 4.Supply chain execution 5.Sales forecasting Which type of system helps companies determine how much of a specific product to manufacture in a given time period? Supply chain management systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

17. 1.Customer relationship management 2.Product planning 3.Supply chain planning 4.Supply chain execution 5.Sales forecasting Which type of system helps companies track warehouse and transportation operations for products?

18. 1.Customer relationship management 2.Product planning 3.Supply chain planning 4.Supply chain execution 5.Sales forecasting Which type of system helps companies track warehouse and transportation operations for products? Supply chain execution 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.

19. 1.Intranets 2.Extranets 3.FTP 4.Telnet 5.Supply chain nets Which of the following can companies use to coordinate supply chain processes shared with their business partners?

20. 1.Intranets 2.Extranets 3.FTP 4.Telnet 5.Supply chain nets Which of the following can companies use to coordinate supply chain processes shared with their business partners? Firms can use intranets to improve coordination among their internal supply chain processes, and they can use extranets to coordinate supply chain processes shared with their business partners.

21. 1.Supply trigger model 2.Pull-based model 3.Push-based model 4.Purchase trigger model 5.Customer relationship model Which model refers to the idea that actual customer orders or purchases trigger events in the supply chain?

22. 1.Supply trigger model 2.Pull-based model 3.Push-based model 4.Purchase trigger model 5.Customer relationship model Which model refers to the idea that actual customer orders or purchases trigger events in the supply chain? In a pull-based model, transactions to produce and deliver only what customers have ordered move up the supply chain from retailers to distributors to manufacturers and eventually to suppliers.

23. 1.Customer input system 2.Customer relationship management 3.Business partner input 4.Supply chain management 5.Customer order management Which of the following describes how a firm can use information technology to track how it interacts with its customers?

24. 1.Customer input system 2.Customer relationship management 3.Business partner input 4.Supply chain management 5.Customer order management Which of the following describes how a firm can use information technology to track how it interacts with its customers? Customer relationship management is both a business and technology discipline for managing customer relationships to optimize revenue, profitability, customer satisfaction, and customer retention.

25. 1.Customer input system 2.Customer management 3.Partner relationship management 4.Supply chain management 5.Customer order management Which of the following provides a company and its selling partners with the ability to trade information about customers?

26. 1.Customer input system 2.Customer management 3.Partner relationship management 4.Supply chain management 5.Customer order management Which of the following provides a company and its selling partners with the ability to trade information about customers? Partner relationship management uses many of the same data, tools, and systems as customer relationship management to enhance collaboration between a company and its selling partners.

27. 1.Sales force automation 2.Call center tools 3.Direct-marketing campaign tools 4.Sales quote generation tools 5.Anti-virus tools Which of the following is not a tool or software that customer relationship management systems typically provide?

28. 1.Sales force automation 2.Call center tools 3.Direct-marketing campaign tools 4.Sales quote generation tools 5.Anti-virus tools Which of the following is not a tool or software that customer relationship management systems typically provide? Customer relationship management systems typically provide software and online tools for sales, customer service, and marketing.

29. 1.cross-selling. 2.up-selling. 3.forward-selling. 4.backward-selling. 5.down-selling. The process of marketing higher-value products or services to new or existing customers is known as…

30. 1.cross-selling. 2.up-selling. 3.forward-selling. 4.backward-selling. 5.down-selling. The process of marketing higher-value products or services to new or existing customers is known as… An example might be a credit card company persuading a good customer to upgrade from a conventional credit card to a “platinum” card with a larger credit line, additional services—and a higher annual fee.

31. 1.operational CRM. 2.analytical CRM. 3.priority CRM. 4.value-based CRM. 5.supply-based CRM. The aspect of a CRM system that provides information for improving business performance management is called…

32. 1.operational CRM. 2.analytical CRM. 3.priority CRM. 4.value-based CRM. 5.supply-based CRM. The aspect of a CRM system that provides information for improving business performance management is called… Analytical CRM includes applications that analyze customer data generated by operational CRM applications to provide information for improving business performance management.

33. 1.customer lifetime value rate. 2.churn rate. 3.customer growth rate. 4.customer decline rate. 5.customer success rate. An important indicator of the growth or decline of a firm’s customer base is the …

34. 1.customer lifetime value rate. 2.churn rate. 3.customer growth rate. 4.customer decline rate. 5.customer success rate. An important indicator of the growth or decline of a firm’s customer base is the … The churn rate measures the number of customers who stop using or purchasing products or services from a company.

35. 1.sales force automation. 2.service platforms. 3.supply chain management. 4.employee management. 5.business process management. A methodology that includes tools for creating models of improved processes that can be translated into software systems is…

36. 1.sales force automation. 2.service platforms. 3.supply chain management. 4.employee management. 5.business process management. A methodology that includes tools for creating models of improved processes that can be translated into software systems is… Business process management is a methodology for dealing with the organization’s need to change its business processes continually to remain competitive.

37. 1.Organizational structure 2.Manufacturing plant locations 3.Business processes 4.Organizational culture 5.Employee responsibilities Which of the following does not necessarily change with the implementation of enterprise applications?

38. 1.Organizational structure 2.Manufacturing plant locations 3.Business processes 4.Organizational culture 5.Employee responsibilities Which of the following does not necessarily change with the implementation of enterprise applications? Enterprise applications require not only deep-seated technological changes but also fundamental changes in the way the business operates.

39. 1.Look at business objectives first 2.Understand how data will be used 3.Involve all employees 4.Build the total network first 5.Educate and train managers Which of the following is not a solution guideline to the successful implementation of enterprise applications?

40. 1.Look at business objectives first 2.Understand how data will be used 3.Involve all employees 4.Build the total network first 5.Educate and train managers Which of the following is not a solution guideline to the successful implementation of enterprise applications? Learning how enterprise applications work and how the business would have to change to use these systems effectively represents a major research and development effort. Everyone in the organization must be involved.