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Review Quiz Chap 9:
True or False questions:
1) Enterprise systems are designed primarily to allow communication between an
organization and outside partners and suppliers.
2) The upstream portion of the supply chain consists of the organizations and processes for
distributing and delivering products to the final customers.
3) Supply chain inefficiencies can waste as much as 25 percent of a company’s operating
costs.
4) You would expect to find PRM and ERM modules in the most comprehensive CRM
software packages.
5) In a push-based model of SCM systems, actual customer orders or purchases trigger events
in the supply chain.
Multiple Choices questions:
6) 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
A) SCM software.
B) ERP systems.
C) ERM software.
D) CRM modules.
7) Which of the following is not true about enterprise systems?
A) Enterprise systems help firms respond rapidly to customer requests for information or
products.
B) Enterprise system data have standardized definitions and formats that are accepted by the
entire organization.
C) Enterprise software is expressly built to allow companies to mimic their unique business
practices.
D) Enterprise software includes analytical tools to evaluate organizational performance.
8) You have been asked to implement enterprise software for a manufacturer of kitchen
appliances. What is the first step you should take?
A) Select the functions of the system you wish to use.
B) Select the business processes you wish to automate.
C) Map the company’s business processes to the software’s business processes.
D) Map the software’s business processes to the company’s business processes.
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9) Enterprise software is built around thousands of predefined business processes that reflect
A) the firm's organization.
B) industry goals.
C) best practices.
D) cutting edge workflow analyses.
10) Why is overstocking warehouses not an effective solution for a problem of low
availability?
A) It does not speed product time to market.
B) It is an inefficient use of raw materials.
C) It increases sales costs.
D) It increases inventory costs.
11) Which of the following traditional solutions enables manufacturers to deal with
uncertainties in the supply chain?
A) safety stock
B) continuous replenishment
C) just-in-time strategies
D) demand planning
12) 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.
A) just-in-time
B) frictionless
C) bullwhip
D) safety-stock
13) 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.
A) network
B) bullwhip
C) ripple
D) whirlpool
14) Which supply chain planning function determines how much product is needed to satisfy
all customer demands?
A) distribution management
B) replenishment planning
C) demand planning
D) order planning
15) The business value of an effective supply chain management system includes all of the
following except
A) faster time to market.
B) cost reduction.
C) supply matched to demand.
D) increased inventory levels.
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16) Customer relationship management systems typically provide software and online tools
for sales, customer service, and
A) marketing.
B) account management.
C) advertising.
D) public relations.
17) Customer service modules in CRM systems provide tools for
A) assigning and managing customer service requests.
B) capturing prospect and customer data.
C) identifying profitable and unprofitable customers.
D) managing sales prospect and contact information.
18) Analytical CRM applications
A) include tools for marketing automation.
B) provide consolidated data for operational CRM applications.
C) are based on data warehouses consolidated from operational CRM applications.
D) provide customer-facing applications.
19) The measurement of the number of customers who stop using or purchasing products or
services from a company is called
A) switching costs.
B) churn rate.
C) CLTV.
D) switch rate.
20) All of the following statements about enterprise applications are true except for
A) Enterprise applications are more successfully implemented when an organization has
prepared for organizational change.
B) Once you have purchased and implemented a vendor's enterprise system, it is much less
expensive to switch vendors.
C) The total implementation cost of a large system runs into millions of dollars.
D) Enterprise applications are based on organization-wide definitions of data.
