Test Bank Chapter 11

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Testbank Questions Testbank Questions Rainer Intro 5e Rainer Intro 5e

Chapter 11 Customer Relationship Management and Supply Chain Management Chapter 11 Customer Relationship Management and Supply Chain Management

Multiple Choice Multiple Choice

36. Over time, the customer relationship with vendors has become more impersonal for all of the 36. Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

following reasons except: A. people

A. people move from move from farms to cfarms to citiesities B. consumers became mobile

B. consumers became mobile

C. supermarets and department stores proliferated C. supermarets and department stores proliferated

!. customer relationship management s"stems were developed !. customer relationship management s"stems were developed #. the $nternet grew rapidl"

#. the $nternet grew rapidl" Answer: !

Answer: !

%ection &eference ': (aterial following chapter opening case %ection &eference ': (aterial following chapter opening case !ifficult": )ard

!ifficult": )ard

*earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management.

and suppl" chain management.

3/. 0hich of the following best describes C&(1 3/. 0hich of the following best describes C&(1 A. a proc

A. a processess

B. a set of technologies B. a set of technologies C. an information s"stem C. an information s"stem

!. a wa" of thining and acting !. a wa" of thining and acting #. a set of decisions

#. a set of decisions Answer: !

Answer: !

%ection &eference ': !efining Customer &elationship (anagement %ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium

!ifficult": (edium

*earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.

2C&( and collaborative C&(.

34. 0hich of the following is an important enabler of C&(1 34. 0hich of the following is an important enabler of C&(1 A. recogn

A. recogni5ing thai5ing that there are t there are man" cusman" customer touch tomer touch pointspoints B. recogni5ing the necessit" of treating all customers the same B. recogni5ing the necessit" of treating all customers the same C. recogni5ing the need for sophisticated C&( information s"stems C. recogni5ing the need for sophisticated C&( information s"stems !. recogni5ing the need for sophisticated customer databases !. recogni5ing the need for sophisticated customer databases #. recogni5ing the need for a data warehouse

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Answer: Answer: AA

!ifficult": (edium

3. 0hich of the following is not a customer touch point1 3. 0hich of the following is not a customer touch point1 A. teleph

A. telephone conone contacttact B. email

B. email C. 0eb sites C. 0eb sites

!. customer visits to a store !. customer visits to a store

#. none of the above 7 all are touch points #. none of the above 7 all are touch points Answer: #

Answer: #

!ifficult": (edium

8. 9he complete data on a customer is called: 8. 9he complete data on a customer is called: A. a prof

A. a profileile B. a record B. a record C. a 36degree view C. a 36degree view !. a file !. a file

#. a consolidated customer map #. a consolidated customer map Answer: C

Answer: C

%ection &eference ': !efining Customer &elationship (anagement %ection &eference ': !efining Customer &elationship (anagement !ifficult": #as"

!ifficult": #as"

8'. 0hich of the following is the most important enabler of the 36degree view of the customer across 8'. 0hich of the following is the most important enabler of the 36degree view of the customer across an organi5ation1

an organi5ation1 A. the o

A. the organi5ationrgani5ations datas databasebase

B. the organi5ations data warehouse B. the organi5ations data warehouse C. the organi5ations C&( s"stems C. the organi5ations C&( s"stems

!. the organi5ations collaborative C&( s"stems !. the organi5ations collaborative C&( s"stems #. the organi5ations anal"tical C&( s"stems #. the organi5ations anal"tical C&( s"stems Answer: B

Answer: B

%ection &eference ': !efining Customer &elationship (anagement %ection &eference ': !efining Customer &elationship (anagement

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!ifficult": )ard !ifficult": )ard

8;.

8;. 0hich of 0hich of the following the following statements is statements is false1false1 A. !ata co

A. !ata consolidationsolidation and 3n and 36degree 6degree view mean view mean the same the same thing.thing.

B. !ata about customers in various functional areas was difficult to share. B. !ata about customers in various functional areas was difficult to share.

C. Collaborative C&( s"stems enable customers to provide direct feedbac to the organi5ation C. Collaborative C&( s"stems enable customers to provide direct feedbac to the organi5ation !. C&( s"stems use a data warehouse to mae all customer data available to ever" unit of the !. C&( s"stems use a data warehouse to mae all customer data available to ever" unit of the business.

business.

#. Organi5ations can use blogs for customer input about their products and services. #. Organi5ations can use blogs for customer input about their products and services. Answer:

Answer: AA

%ection &eference ': !efining Customer &elationship (anagement %ection &eference ': !efining Customer &elationship (anagement !ifficult": #as"

!ifficult": #as"

83. <<<<< s"stems support the frontoffice business processes which directl" interact with customers. 83. <<<<< s"stems support the frontoffice business processes which directl" interact with customers. A. C&( A. C&( B. Collaborative C&( B. Collaborative C&( C. Operational C&( C. Operational C&( !. Anal"tical C&( !. Anal"tical C&( #. 9ransactional C&( #. 9ransactional C&( Answer: C Answer: C

%ection &eference ': Operational C&( %ection &eference ': Operational C&( !ifficult": )ard

!ifficult": )ard

*earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.

ma+or components of operational C&( s"stems.

88. <<<<< includes those areas where customers directl" interact with the compan". 88. <<<<< includes those areas where customers directl" interact with the compan". A. C&( A. C&( B. Anal"tical C&( B. Anal"tical C&( C. Customerfacing C&( C. Customerfacing C&( !. Customertouching C&( !. Customertouching C&( #. 9ransactional C&( #. 9ransactional C&( Answer: C Answer: C

%ection &eference ': Operational C&( %ection &eference ': Operational C&( !ifficult": #as"

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8=.

8=. 0hich of the 0hich of the follow statements is false about follow statements is false about customer interaction centers 2C$C1customer interaction centers 2C$C1 A.

A. A A call centecall center is an exar is an example of a mple of a C$C.C$C. B.

B. A A )elp !es is an example of )elp !es is an example of a C$C.a C$C.

C. $n outboard telesales the sales person contacts the customer. C. $n outboard telesales the sales person contacts the customer. !. $n inboard telesales the customer calls the C$C.

!. $n inboard telesales the customer calls the C$C.

#. *ive chat provides an advantage over telephone conversations. #. *ive chat provides an advantage over telephone conversations. Answer: !

Answer: !

%ection &eference ': Operational C&( %ection &eference ': Operational C&( !ifficult": (edium

!ifficult": (edium

86. 9he sales, mareting, and service functions are part of: 86. 9he sales, mareting, and service functions are part of: A. C&( A. C&( B. anal"tical C&( B. anal"tical C&( C. operational C&( C. operational C&( !. collaborative C&( !. collaborative C&( #. transactional C&( #. transactional C&( Answer: C Answer: C

!ifficult": #as"

8/. $n <<<<<, compan" representatives use multiple communication channels to support the 8/. $n <<<<<, compan" representatives use multiple communication channels to support the communications preferences of customers.

communications preferences of customers. A. telesal

A. telesales roomses rooms

B. group decision support rooms B. group decision support rooms C. videoconferencing centers C. videoconferencing centers !. sales team meetings !. sales team meetings

#. customer interaction centers #. customer interaction centers Answer: #

Answer: #

!ifficult": #as"

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84. <<<<< is the component of an operational C&( s"stem that automaticall" records all the aspects in 84. <<<<< is the component of an operational C&( s"stem that automaticall" records all the aspects in a sales transaction process.

a sales transaction process. A. $nbou

A. $nbound telesand telesalesles B. Outbound telesales B. Outbound telesales C. %ales team efforts C. %ales team efforts !. %ales force automation !. %ales force automation #. 9he customer help des #. 9he customer help des Answer: !

Answer: !

!ifficult": #as"

8. <<<<< is the practice of mareting additional related products to customers based on a previous 8. <<<<< is the practice of mareting additional related products to customers based on a previous purchase. purchase. A. Bundli A. Bundlingng B. >pselling B. >pselling C. &eselling C. &eselling !. Additional selling !. Additional selling #. #. CrosssellinCrosssellingg Answer: # Answer: #

!ifficult": #as"

=. A9?9 sells telephone services that include local and longdistance service, voice mail service, caller =. A9?9 sells telephone services that include local and longdistance service, voice mail service, caller $!, and digital subs

$!, and digital subscriber line access to the $ncriber line access to the $nternet. ternet. 9his is a form of:9his is a form of: A. upsellin A. upsellingg B. crossselling B. crossselling C. bundling C. bundling

!. customer relationship management !. customer relationship management #. customer intimac"

#. customer intimac" Answer: C

Answer: C

!ifficult": (edium

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='. @

='. @ou are in the ou are in the maret for a small econom" car. maret for a small econom" car. 9he salesperson has "ou drive the econom" car,9he salesperson has "ou drive the econom" car, and then hands "ou the e"s to a

and then hands "ou the e"s to a midsi5e car of the same brand for "ou to drive. midsi5e car of the same brand for "ou to drive. 9he salesperson is9he salesperson is engaged in: engaged in: A. upsellin A. upsellingg B. crossselling B. crossselling C. bundling C. bundling

!. customer relationship management !. customer relationship management #. customer intimac"

#. customer intimac" Answer:

Answer: AA

!ifficult": (edium

=;. <<<<< is a sales strateg" where the business person will provide to customers the opportunit" to =;. <<<<< is a sales strateg" where the business person will provide to customers the opportunit" to purchase highervalue related products.

purchase highervalue related products. A. Bundli A. Bundlingng B. >pselling B. >pselling C. &eselling C. &eselling !. Additional selling !. Additional selling #. #. CrosssellinCrosssellingg Answer: B Answer: B

!ifficult": #as"

=3.

=3. <<<<< is <<<<< is a form a form of <<<<<.of <<<<<. A. >psellin

A. >pselling, resellingg, reselling B. Bundling, crossselling B. Bundling, crossselling C. >pselling, bundling C. >pselling, bundling !. Crossselling, reselling !. Crossselling, reselling #. &eselling, additional selling #. &eselling, additional selling Answer: B

Answer: B

!ifficult": (edium

=8. A checin ios at the airport would be what t"pe of C&( application1 =8. A checin ios at the airport would be what t"pe of C&( application1

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A. $nbou

A. $nbound telesand telesalesles B. Customer touching B. Customer touching C. Outbound telesales C. Outbound telesales !. %ales !. %ales #. Customer facing #. Customer facing Answer: B Answer: B

!ifficult": (edium

==. <<<<< are simple tools for answering repetitive customer uestions. ==. <<<<< are simple tools for answering repetitive customer uestions. A. -erson

A. -ersonali5ed 0eali5ed 0eb pageb pagess

B. Customi5ed products and services B. Customi5ed products and services C. reuentl" ased uestions

C. reuentl" ased uestions !. #mail s"stems

!. #mail s"stems

#. Automated response s"stems #. Automated response s"stems Answer: C

Answer: C

!ifficult": #as"

=6.

=6. 0hich of 0hich of the following statements about the following statements about lo"alt" programs is false1lo"alt" programs is false1 A.

A. *o"alt" p*o"alt" programs worograms wor when ther when there is a high re is a high freuenfreuenc" of repec" of repeat purchaat purchases.ses. B.

B. *o"alt" programs wor w*o"alt" programs wor when there hen there is not is not personal customi5ation.personal customi5ation. C.

C. 9he purpose of 9he purpose of lo"alt" programs is to influence future lo"alt" programs is to influence future behavior.behavior. !. 9he purpose of lo"alt" programs is to reward past behavior !. 9he purpose of lo"alt" programs is to reward past behavior #.

#. *o"alt" programs *o"alt" programs are are a a customertouccustomertouching application.hing application. Answer: !

Answer: !

!ifficult": (edium

=/. <<<<< s"stems stud" customer behavior and perceptions to provide business intelligence. =/. <<<<< s"stems stud" customer behavior and perceptions to provide business intelligence. A. C&( A. C&( B. Collaborative C&( B. Collaborative C&( C. Operational C&( C. Operational C&( !. Anal"tical C&( !. Anal"tical C&(

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#. 9ransactional C&( #. 9ransactional C&( Answer: !

Answer: !

%ection &eference ': Anal"tical C&( %ection &eference ': Anal"tical C&( !ifficult": #as"

!ifficult": #as"

*earning Ob+ective ': *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses. *earning Ob+ective ': *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses.

=4. <<<<< creates statistical models of customer behavior and the value of customer relationships over =4. <<<<< creates statistical models of customer behavior and the value of customer relationships over time. time. A. C&( A. C&( B. Anal"tical C&( B. Anal"tical C&( C. Operational C&( C. Operational C&( !. Collaborative C&( !. Collaborative C&( #. 9ransactional C&( #. 9ransactional C&( Answer: B Answer: B

%ection &eference ': Anal"tical C&( %ection &eference ': Anal"tical C&( !ifficult": #as"

!ifficult": #as"

*earning Ob+ective ': *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses. *earning Ob+ective ': *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses.

=. <<<<< is a C&( s"stem that is hosted b" an external vendor in the vendors data center. =. <<<<< is a C&( s"stem that is hosted b" an external vendor in the vendors data center. A. (obile

A. (obile C&(C&( B. Anal"tical C&( B. Anal"tical C&( C. Operational C&( C. Operational C&( !. Ondemand C&( !. Ondemand C&( #. Customerfacing C&( #. Customerfacing C&( Answer: ! Answer: !

%ection &eference ': Other 9"pes of C&( %ection &eference ': Other 9"pes of C&( !ifficult": #as"

!ifficult": #as"

*earning Ob+ective ': *O ''.8 #xplain the advantages and disadvantages of mobile C&( s"stems, on *earning Ob+ective ': *O ''.8 #xplain the advantages and disadvantages of mobile C&( s"stems, on demand C&( s"stems, and open source C&( s"stems.

demand C&( s"stems, and open source C&( s"stems.

6. -otential problems with ondemand C&( include all of the following except: 6. -otential problems with ondemand C&( include all of the following except: A. increas

A. increases costs foes costs for the orgar the organi5ationni5ation B. vendor could prove unreliable

B. vendor could prove unreliable C. difficult to modif" hosted software C. difficult to modif" hosted software

!. ma" be difficult to integrate hosted software with existing software in the organi5ation !. ma" be difficult to integrate hosted software with existing software in the organi5ation #. giving strategic data to a vendor is ris"

#. giving strategic data to a vendor is ris" Answer:

Answer: AA

%ection &eference ': Other 9"pes of C&( %ection &eference ': Other 9"pes of C&( !ifficult": (edium

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6'. 9he benefits of opensource C&( include all of the following except: 6'. 9he benefits of opensource C&( include all of the following except: A. it is ea

A. it is eas" to custos" to customi5emi5e B. it is favorabl" priced B. it is favorabl" priced

C. it has more functionalit" than inhouse C&( s"stems C. it has more functionalit" than inhouse C&( s"stems !. updates and error fixes occur rapidl"

!. updates and error fixes occur rapidl"

#. it has extensive support information available #. it has extensive support information available Answer: C

Answer: C

%ection &eference ': Other 9"pes of C&( %ection &eference ': Other 9"pes of C&( !ifficult": (edium

!ifficult": (edium

6;. 9rends that have led to the suppl" chain concept include all of the following except: 6;. 9rends that have led to the suppl" chain concept include all of the following except: A. modern

A. modern organi5aorgani5ations are fotions are focusing ocusing on their core n their core competencompetenciescies

B. modern organi5ations are concentrating on becoming more agile and flexible B. modern organi5ations are concentrating on becoming more agile and flexible

C. modern organi5ations are bu"ing their suppliers in order to have more transparenc" along the suppl" C. modern organi5ations are bu"ing their suppliers in order to have more transparenc" along the suppl" chain

chain

!. modern organi5ations are rel"ing on other companies to suppl" necessar" goods and services !. modern organi5ations are rel"ing on other companies to suppl" necessar" goods and services #. modern organi5ations are rel"ing on an increasing number of suppliers

#. modern organi5ations are rel"ing on an increasing number of suppliers Answer: C

Answer: C

%ection &eference ': %uppl" Chains %ection &eference ': %uppl" Chains !ifficult": )ard

!ifficult": )ard

*earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain. *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.

63. <<<<< is the abilit" for all organi5ations in a suppl" chain to access or view relevant data on 63. <<<<< is the abilit" for all organi5ations in a suppl" chain to access or view relevant data on purchased materials as these materials move through their suppliers production processes and purchased materials as these materials move through their suppliers production processes and transportation networs to their receiving docs.

transportation networs to their receiving docs. A. %uppl"

A. %uppl" chain visibchain visibilit"ilit" B. )ori5ontal integration B. )ori5ontal integration C. ertical integration C. ertical integration

!. %uppl" chain intelligence !. %uppl" chain intelligence #. %uppl" chain integration #. %uppl" chain integration Answer:

Answer: AA

%ection &eference ': %uppl" Chains %ection &eference ': %uppl" Chains !ifficult": (edium

!ifficult": (edium

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68. <<<<< is the time between the receipt of incoming goods and the dispatch of finished, outbound 68. <<<<< is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

products. A. $nven

A. $nventor" turnotor" turnover ver B. $nventor" velocit" B. $nventor" velocit" C. $nventor" speed C. $nventor" speed !. $nventor" time !. $nventor" time #. $nventor" production #. $nventor" production Answer: B Answer: B

%ection &eference ': %uppl" Chains %ection &eference ': %uppl" Chains !ifficult": #as"

!ifficult": #as"

6=. A2n <<<<< refers to the flow of materials, information, mone", and services from raw material 6=. A2n <<<<< refers to the flow of materials, information, mone", and services from raw material suppliers, through factories and warehouses to the end customers.

suppliers, through factories and warehouses to the end customers. A. deman

A. demand chaind chain B. business process B. business process C. manufacturing process C. manufacturing process !. suppl" chain !. suppl" chain

#. enterprise resource process #. enterprise resource process Answer: !

Answer: !

!ifficult": #as"

66. A compan"s suppliers, suppliers suppliers, and the processes for managing them is the: 66. A compan"s suppliers, suppliers suppliers, and the processes for managing them is the: A. supplie

A. suppliers chars chainin B. external suppl" chain B. external suppl" chain

C. upstream portion of the suppl" chain C. upstream portion of the suppl" chain !. downstream portion of the suppl" chain !. downstream portion of the suppl" chain #. entire suppl" chain

#. entire suppl" chain Answer: C

Answer: C

!ifficult": #as"

6/. -acaging, assembl", or manufacturing tae place in which segment of the suppl" chain1 6/. -acaging, assembl", or manufacturing tae place in which segment of the suppl" chain1 A. upstre A. upstreamam B. internal B. internal C. downstream C. downstream !. external !. external

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#. none of the above #. none of the above Answer: B

Answer: B

!ifficult": #as"

64. A compan"s organi5ation and processes for distributing and delivering products to its final 64. A compan"s organi5ation and processes for distributing and delivering products to its final customers is the:

customers is the: A. supplie

A. suppliers chars chainin B. external suppl" chain B. external suppl" chain

C. upstream portion of the suppl" chain C. upstream portion of the suppl" chain !. downstream portion of the suppl" chain !. downstream portion of the suppl" chain #. entire suppl" chain

#. entire suppl" chain Answer: !

Answer: !

!ifficult": #as"

6. !istribution or dispersal taes place in which segment of the suppl" chain1 6. !istribution or dispersal taes place in which segment of the suppl" chain1 A. upstre A. upstreamam B. internal B. internal C. downstream C. downstream !. external !. external

#. none of the above #. none of the above Answer: C

Answer: C

!ifficult": #as"

/. <<<<< are the ph"sical products, raw materials, and supplies that flow along a suppl" chain. /. <<<<< are the ph"sical products, raw materials, and supplies that flow along a suppl" chain. A. &everse

A. &everse flowsflows B. &everse logistics B. &everse logistics C. (aterial flows C. (aterial flows !. $nformation flows !. $nformation flows #. inancial flows #. inancial flows Answer: C Answer: C

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/'. &eturned products, rec"cled products, and disposal of materials or products are called: /'. &eturned products, rec"cled products, and disposal of materials or products are called: A. reverse

A. reverse flowsflows B. returns B. returns C. material flows C. material flows !. information flows !. information flows #. financial flows #. financial flows Answer: Answer: AA

!ifficult": #as"

/;. <<<<< involve mone" transfers, pa"ments, credit card information and authori5ation, pa"ment /;. <<<<< involve mone" transfers, pa"ments, credit card information and authori5ation, pa"ment schedules, epa"ments, and creditrelated data.

schedules, epa"ments, and creditrelated data. A. &everse

A. &everse flowsflows B. &everse logistics B. &everse logistics C. (aterial flows C. (aterial flows !. $nformation flows !. $nformation flows #. inancial flows #. inancial flows Answer: # Answer: #

!ifficult": #as"

/3. 0hich of the following is not a goal of suppl" chain management1 /3. 0hich of the following is not a goal of suppl" chain management1 A. to redu

A. to reduce uncece uncertaint" alonrtaint" along the supg the suppl" chainpl" chain B. to decrease inventor" levels

B. to decrease inventor" levels C. to increase c"cle time

C. to increase c"cle time

!. to improve customer service !. to improve customer service #. to improve business processes #. to improve business processes Answer: C

Answer: C

%ection &eference ': %uppl" Chain (anagement %ection &eference ': %uppl" Chain (anagement !ifficult": (edium

!ifficult": (edium

*earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.

chains.

/8. $nterorgani5ational information s"stems result in all of the following except: /8. $nterorgani5ational information s"stems result in all of the following except: A. reduce

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B. improved ualit" of information flow B. improved ualit" of information flow C. reduced errors

C. reduced errors

!. increased c"cle time !. increased c"cle time

#. eliminated paper processing #. eliminated paper processing Answer: !

Answer: !

%ection &eference ': %uppl" Chain (anagement %ection &eference ': %uppl" Chain (anagement !ifficult": #as"

!ifficult": #as"

chains.

/=. $n the <<<<<, the production process begins with a forecast. /=. $n the <<<<<, the production process begins with a forecast. A. suppl"

A. suppl" chain modchain modelel B. inventor" model B. inventor" model C. pull model C. pull model

!. vertical integration model !. vertical integration model #. push model

#. push model Answer: # Answer: #

!ifficult": #as"

chains.

/6. $n the <<<<<, the production process begins with a customer order. /6. $n the <<<<<, the production process begins with a customer order. A. suppl"

A. suppl" chain modchain modelel B. inventor" model B. inventor" model C. pull model C. pull model

!. vertical integration model !. vertical integration model #. push model

#. push model Answer: C Answer: C

!ifficult": #as"

chains.

//. 0hich of the following is not a problem along the suppl" chain1 //. 0hich of the following is not a problem along the suppl" chain1 A. poor cu

A. poor customer serstomer servicevice B. high inventor" costs B. high inventor" costs C. loss of revenues C. loss of revenues

!. decreased c"cle times !. decreased c"cle times

#. extra cost of expediting shipments #. extra cost of expediting shipments

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Answer: ! Answer: !

!ifficult": (edium

chains.

/4. 9he <<<<< is erratic shifts in orders up and down the suppl" chain. /4. 9he <<<<< is erratic shifts in orders up and down the suppl" chain. A. deman

A. demand forecasd forecast effectt effect B. suppl" forecast effect B. suppl" forecast effect C. bullwhip effect

C. bullwhip effect !. inventor" effect !. inventor" effect

#. customer coordination effect #. customer coordination effect Answer: C

Answer: C

!ifficult": #as"

chains.

/. 9he bullwhip effect comes from which of the following1 /. 9he bullwhip effect comes from which of the following1 A. poor d

A. poor demand foemand forecastrecast B. price fluctuations B. price fluctuations C. order batching C. order batching

!. rationing within the suppl" chain !. rationing within the suppl" chain #. all of the above

#. all of the above Answer: #

Answer: #

!ifficult": (edium

chains.

4. 0hich of the following is not responsible for the bullwhip effect1 4. 0hich of the following is not responsible for the bullwhip effect1 A. poor d

A. poor demand foemand forecastrecast B. price fluctuations B. price fluctuations C. order batching C. order batching

!. rationing within the suppl" chain !. rationing within the suppl" chain #. poor suppl" forecast

#. poor suppl" forecast Answer: #

Answer: #

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chains.

4'. 0hich of the following is not a possible solution to suppl" chain problems1 4'. 0hich of the following is not a possible solution to suppl" chain problems1 A. vertical i

A. vertical integrationntegration B. building inventories B. building inventories C. information sharing C. information sharing !. hori5ontal integration !. hori5ontal integration #. the bullwhip effect #. the bullwhip effect Answer: !

Answer: !

!ifficult": (edium

chains.

4;. 0hen 0al(art sells a pacage of diapers, the compan" captures data on that sale at its pointof 4;. 0hen 0al(art sells a pacage of diapers, the compan" captures data on that sale at its pointof sale terminal and transmits that data to the

sale terminal and transmits that data to the compan" that maes the diapers. compan" that maes the diapers. 0hen it is necessar", 0hen it is necessar", thethe diaper compan" restocs the diapers in

diaper compan" restocs the diapers in that 0al(art store. that 0al(art store. 9his process is called:9his process is called: A. suppl"

A. suppl" chain manchain managementagement B. demand chain management B. demand chain management C. vendormanaged inventor" C. vendormanaged inventor"

!. enterprise resource planning inventor" !. enterprise resource planning inventor" #. +ustintime inventor"

#. +ustintime inventor" Answer: C

Answer: C

!ifficult": (edium

chains.

43. 0hich of the following is not a benefit of #!$1 43. 0hich of the following is not a benefit of #!$1 A. data

A. data entr" errors aentr" errors are minimi5edre minimi5ed B. length of messages is longer B. length of messages is longer C. messages are secured

C. messages are secured

!. fosters collaborative relationships !. fosters collaborative relationships #. reduced c"cle time

#. reduced c"cle time Answer: B

Answer: B

%ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium

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*earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.

suppl" chain management.

48. 0hich of the following is not a limitation of #!$1 48. 0hich of the following is not a limitation of #!$1 A. it is infle

A. it is inflexiblexible

B. business processes ma" have to be restructured B. business processes ma" have to be restructured C. it is expensive, but ongoing operating costs are low C. it is expensive, but ongoing operating costs are low !. multiple #!$ standards exist

!. multiple #!$ standards exist

#. it is difficult to mae uic changes #. it is difficult to mae uic changes Answer: C

Answer: C

!ifficult": (edium

4=. 9he primar" goal of extranets is to do which of the following1 4=. 9he primar" goal of extranets is to do which of the following1 A. foster c

A. foster collaboratollaboration betweion between and aen and among bumong business partnsiness partnersers B. to provide securit" for corporate intranets

B. to provide securit" for corporate intranets

C. to provide effective communications inside corporate intranets C. to provide effective communications inside corporate intranets

!. to enable corporate emplo"ees to view inventor" information for their companies !. to enable corporate emplo"ees to view inventor" information for their companies #. to enable business partners to better plan mergers and acuisitions

#. to enable business partners to better plan mergers and acuisitions Answer:

Answer: AA

!ifficult": (edium

46. #xtranets use <<<<< technolog" to mae communication over the $nternet more secure. 46. #xtranets use <<<<< technolog" to mae communication over the $nternet more secure. A. telepre

A. telepresencesence B. antimalware B. antimalware

C. virtual private networ C. virtual private networ !. voiceover !. voiceover $-#. videoconferencing #. videoconferencing Answer: C Answer: C

%ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": #as"

!ifficult": #as"

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4/. 9he ed#x extranet that allows customers to trac the status of a pacage is an example of which 4/. 9he ed#x extranet that allows customers to trac the status of a pacage is an example of which t"pe of extranet1

t"pe of extranet1 A. a compa

A. a compan" and n" and its dealers, its dealers, customers, customers, andDor suandDor suppliersppliers B. an industr"s extranet B. an industr"s extranet C. +oint venture C. +oint venture !. B;B exchange !. B;B exchange #. B;C exchange #. B;C exchange Answer: Answer: AA

!ifficult": (edium

44. <<<<< portals automate the business processes involved in purchasing products between a single 44. <<<<< portals automate the business processes involved in purchasing products between a single bu"er and multiple suppliers.

bu"er and multiple suppliers. A. !istribut

A. !istributionion B. Corporate B. Corporate C. Affiliate C. Affiliate !. $ntranet !. $ntranet #. -rocurement #. -rocurement Answer: # Answer: #

%ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": #as"

!ifficult": #as"

4.

4. &efer to Opening Case 7 &efer to Opening Case 7 Customer &elationship (anagement in the $nternet Age: Customer &elationship (anagement in the $nternet Age: 0hich of the0hich of the following is false1

following is false1 A.

A. (illions of (illions of people repeople review produview products, servicects, services and cos and companies on mpanies on the $ntethe $nternet, so ornet, so one bad rene bad reviewview doesnt have a big impact

doesnt have a big impact B.

B. 9weets 9weets containing certain words or brand names can be containing certain words or brand names can be easil" traced down to the user easil" traced down to the user C.

C. Once a comment or Once a comment or review is made it online, it go review is made it online, it go viral and be easil" seen b" viral and be easil" seen b" millions of peoplemillions of people !.

!. %ocial media lie faceboo, "outube %ocial media lie faceboo, "outube and twitter can and twitter can affect a affect a compan"s reputation both positivel"compan"s reputation both positivel" and negativel"

and negativel"

#. All %tatements are true #. All %tatements are true Answer

Answer. A. A

%ection &eference ': Opening Case %ection &eference ': Opening Case !ifficult": #as"

!ifficult": #as"

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. &efer to Opening Case: 0hich of the following is true1 . &efer to Opening Case: 0hich of the following is true1 A.

A. Organi5aOrgani5ations can igtions can ignore socinore social media.al media. B.

B. Organi5ations onl" need to be followed on Organi5ations onl" need to be followed on 9witter to 9witter to be effective.be effective. C.

C. An organi5ation has to An organi5ation has to act on posts about itself on act on posts about itself on 9witter and 9witter and aceboo.aceboo. !.

!. 9weeter 9weeter is the onl" is the onl" wa" to wa" to monitor customer experiencesmonitor customer experiences #.

#. Organi5ations can put up a Organi5ations can put up a aceboo fan page and aceboo fan page and customers will floc to it.customers will floc to it. Answer

Answer. C. C

%ection &eference ': Opening Case %ection &eference ': Opening Case !ifficult": (edium

!ifficult": (edium

'.

'. &efer to $9s About &efer to $9s About Business ''.;: 0hich of the Business ''.;: 0hich of the following is true about the C&( s"stem describedfollowing is true about the C&( s"stem described in the case:

in the case: A.

A. $t reduce$t reduces the time s the time customers customers spend on spend on the phonthe phonee B.

B. $t $t cuts labor cuts labor related costsrelated costs C.

C. $t helps $t helps predict freuent customer predict freuent customer needsneeds !.

!. $t increases the $t increases the securit" of the securit" of the hotelhotel #.

#. $t $t reduces customer reduces customer fallout.fallout. Answer

Answer. C. C

%ection &eference ': $9s About Business ''.; %ection &eference ': $9s About Business ''.; !ifficult": #as"

!ifficult": #as"

;.

;. &efer to $9s About &efer to $9s About Business ''.= 7 Business ''.= 7 Campus Euilts -artners with >-% to (anage $ts %uppl" Chain:Campus Euilts -artners with >-% to (anage $ts %uppl" Chain: 0hich of the following statements is true1

0hich of the following statements is true1 A. %mall bu

A. %mall businesses sinesses can learn can learn how to mahow to manage the nage the logistics frologistics from >-%m >-% B. >-% is a customer facing C&( s"stem

B. >-% is a customer facing C&( s"stem C. >-% is a customer touching C&( s"stem C. >-% is a customer touching C&( s"stem

!. >-% can outsource logistics to more proficient companies !. >-% can outsource logistics to more proficient companies

#. >-% handles the logistics for small companies without the resources and expertise #. >-% handles the logistics for small companies without the resources and expertise Answer: #

Answer: #

%ection &eference ': $9s About Business ''.= %ection &eference ': $9s About Business ''.= !ifficult": (edium

!ifficult": (edium

3.

3. &efer to $9s &efer to $9s About Business 'About Business ''.6: B" '.6: B" creating manufacturing super centers, 3( was able to maecreating manufacturing super centers, 3( was able to mae its suppl" chain more efficient and achieve the following benefits:

its suppl" chain more efficient and achieve the following benefits: A.

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B.

B. &educe &educe shipping shipping costscosts C.

C. #asier #asier product product customi5ationcustomi5ation !.

!. &educed &educed c"cle c"cle timetime #.

#. All of All of the abovethe above Answer

Answer. C. C

%ection &eference ': $9s About Business ''.6 %ection &eference ': $9s About Business ''.6 !ifficult": #as"

!ifficult": #as"

8.

8. &efer to $9s About &efer to $9s About Business ''./: Business ''./: Airbus is able to trac all the items in its suppl" chain usingAirbus is able to trac all the items in its suppl" chain using A.

A. F-%F-% B.

B. $nfrared $nfrared scannersscanners C.

C. 0eight 0eight sensorssensors !. &$!

!. &$! #.

#. All of All of the abovethe above Answer

Answer. !. !

%ection &eference ': $9s About Business ''./ %ection &eference ': $9s About Business ''./ !ifficult": #as"

!ifficult": #as"

=.

=. &efer to Closing Case 7 Cengage &efer to Closing Case 7 Cengage >ses $nformation 9e>ses $nformation 9echnolog" to $mprove 0arehousechnolog" to $mprove 0arehouse Operations: 9he updated warehouse management s"stem has created the following benefits1 Operations: 9he updated warehouse management s"stem has created the following benefits1 A. $ncrea

A. $ncreased woresed worer productivit"r productivit" B. *ower training time

B. *ower training time C. ewer errors

C. ewer errors !. aster c"cle time !. aster c"cle time #. All of the above #. All of the above Answer: #

Answer: #

%ection &eference ': Closing Case %ection &eference ': Closing Case !ifficult": (edium

!ifficult": (edium

Short Answer Short Answer

6. !escribe the various customer touch

6. !escribe the various customer touch points in an" points in an" organi5ation. organi5ation. 0hich ones are 0hich ones are more effective formore effective for "ou as college students1

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!ifficult": (edium

/. !escribe the various customerfacing applications in an organi5ation. /. !escribe the various customerfacing applications in an organi5ation.

!ifficult": (edium

*earning Ob+ective ': ''.; !escribe how businesses might utili5e applications of each of the two ma+or *earning Ob+ective ': ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.

components of operational C&( s"stems.

4.

4. !escribe the !escribe the elements within sales elements within sales force automation.force automation.

!ifficult": (edium

.

. Contrast operational C&( Contrast operational C&( s"stems and s"stems and anal"tical C&( s"stems.anal"tical C&( s"stems. %ection &eference ': Operational C&(, Anal"tical C&(

%ection &eference ': Operational C&(, Anal"tical C&( !ifficult": (edium

!ifficult": (edium

*earning Ob+ective ;: *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses. *earning Ob+ective ;: *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses. '.

'. 0hat are 0hat are the problems associated the problems associated with ondemand C&(1with ondemand C&(1 %ection &eference ': Other 9"pes of C&(

%ection &eference ': Other 9"pes of C&( !ifficult": (edium

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''. !escribe the reasons that so man" companies thin mobile C&( is the C&( s"stem of the future. ''. !escribe the reasons that so man" companies thin mobile C&( is the C&( s"stem of the future. %ection &eference ': Other 9"pes of C&(

%ection &eference ': Other 9"pes of C&( !ifficult": (edium

!ifficult": (edium

';.

';. !iscuss the benefits !iscuss the benefits of voice of voice directed picing s"stems.directed picing s"stems. %ection &eference ': Closing case G'

%ection &eference ': Closing case G' !ifficult": (edium

!ifficult": (edium

'3.

'3. !escribe suppl" chain visibilit" and explain wh" !escribe suppl" chain visibilit" and explain wh" it is important to it is important to an organi5ation.an organi5ation. %ection &eference ': %uppl" Chains

%ection &eference ': %uppl" Chains !ifficult": (edium

!ifficult": (edium

'8.

'8. !escribe inventor" velocit" and explain wh" it !escribe inventor" velocit" and explain wh" it is important to an is important to an organi5ation.organi5ation. %ection &eference ': %uppl" Chains

!ifficult": (edium

'=. !escribe the three flows along a suppl" chain. '=. !escribe the three flows along a suppl" chain. %ection &eference ': %uppl" Chains

!ifficult": (edium

'6. #xplain what HupstreamI and HdownstreamI are within a suppl" chain. '6. #xplain what HupstreamI and HdownstreamI are within a suppl" chain. %ection &eference ': %uppl" Chains

!ifficult": (edium

*earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain. *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain. '/. !ifferentiate between the pull model and the push model.

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!ifficult": (edium

chains.

'4. !escribe the various methods that companies use to solve problems along their suppl" chains. '4. !escribe the various methods that companies use to solve problems along their suppl" chains. %ection &eference ': %uppl" Chain (anagement

%ection &eference ': %uppl" Chain (anagement !ifficult": (edium

!ifficult": (edium

chains.

'. 0hat is the bullwhip effect1 '. 0hat is the bullwhip effect1

!ifficult": (edium

chains.

''. #xplain and contrast +ustintime inventor" and vendormanaged inventor". ''. #xplain and contrast +ustintime inventor" and vendormanaged inventor".

!ifficult": (edium

chains.

ssay Questions ssay Questions

'''. !escribe wh" the customer 7 vendor relationship has become more impersonal. '''. !escribe wh" the customer 7 vendor relationship has become more impersonal. %ection &eference ': !efining Customer &elationship (anagement

%ection &eference ': !efining Customer &elationship (anagement !ifficult": )ard

!ifficult": )ard

2C&( and collaborative C&(. ''

'';. ;. #xplain wh" the concept of #xplain wh" the concept of a customer relationship management s"stem became necessar".a customer relationship management s"stem became necessar". %ection &eference ': !efining Customer &elationship (anagement

%ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium