Chapter 8

1

________ refers to systems for providing effective and efficient communication with the customer from the entire organization

2

Supply chain execution involves the development of various resource plans to support the efficient and effective production of goods and services

3

Production scheduling leads to the development of a sourcing plan

4

La Belle Inc introduced a new line of accessories for teenage girls the last season. Following its immense popularity with the targeted group, the company anticipated high sales in the current season and ordered raw materials accordingly.

5

Supply chain management is primarily used to optimize business processes within the organization

6

Customer relationship management allows organizations to focus on driving revenue as well as on reducing costs, as opposed to emphasizing only cost cutting

7

________ refers to systems that automate requests, complaints, product returns, and information requests

8

One major problem affecting supply chains are ripple effects referred to as the ________ effect

9

________ planning focuses on delivering products or services to consumers as well as warehousing, delivering, invoicing, and payment collection

10

Which of the following is the main objective of information systems that focuses on improving supply chains?

11

The efficiency of a supply chain management (SCM) system is independent of the data entered into it

12

Which of the following statements about a just-in-time strategy is true?

in Business

A) Retailers using this strategy allow suppliers to maintain ownership of inventory within their warehouses or stores until items are scanned at the point of sale.
B) Companies using this strategy allow suppliers to manage the manufacturer's inventory levels based on pre-established service levels.
C) Companies using this strategy maintain large inventories of supplies, parts, warehousing resources, and extra workers to meet production contingencies.
D) Companies using this strategy try to optimize their ordering quantities such that parts or raw materials arrive just when they are needed for production.
E) A manufacturer or retailer using this strategy shares real-time sales data with suppliers who maintain inventory levels based on preestablished agreements.

13

Which of the following is the key use of the distribution planning module of supply chain management?

14

________ involves the development of various resource plans to support the efficient and effective production of goods and services

15

The key use of the manufacturing execution module of supply chain management is to ________

16

Inventory and safety stock planning ________

17

Customer relationship management applications are commonly integrated with a comprehensive enterprise resource planning implementation to leverage internal and external information to better serve customers

18

Which of the following portrays the individualized service benefit of a customer relationship management (CRM) system?

19

Rather than engaging in conversations with their customers, organizations need to start seeing customers as an audience

20

Just-in-time is a business model in which the suppliers manage the manufacturer's inventory based on pre-established service levels

21

The flow of materials from suppliers to customers can be described as a supply network

22

A collaborative customer relationship management system supports customer communication and collaboration with the entire organization, thus providing more streamlined customer service with fewer handoffs

23

________ customer relationship management (CRM) includes systems used for automating the fundamental business processes and for interacting with a customer

24

Which of the following portrays the improved product development benefit of a customer relationship management (CRM) system?

25

Sales force automation improves the effectiveness of the marketing function by providing an improved understanding of market conditions, competitors, and products

26

Which of the following statements is true about product flow, a key element of supply chain execution?

27

The key use of the order promising module of supply chain management is to ________

28

Analytical customer relationship management (CRM) analyzes customer behavior and thus provides the business intelligence necessary to identify new opportunities and to provide superior customer service

29

Which of the following key elements of supply chain execution includes information related to payment schedules, consignment, and ownership of products and materials?

30

Social media applications enable customers to quickly share both positive and negative information

31

Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM) system?

32

Which of the following is a component of an operational customer relationship management (CRM) system?

33

Production scheduling ________

34

Identify the factors that help in building models of customer demand in an analytical customer relationship management (CRM) system

35

Identify a key technology in analytical customer relationship management (CRM) systems

36

Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer

37

Supply chain management systems allow for making trade-offs between efficiency and effectiveness for individual components or raw materials

38

Which of the following statements is true about information flow, a key element of supply chain execution?

39

Which of the following examples explains the improved planning benefit of using a customer relationship management (CRM) system?

40

One major problem affecting supply chains are ripple effects referred to as the multiplier effect

41

Supply chain efficiency is the extent to which a company's supply chain is focusing on maximizing customer service regardless of procurement, production, and transportation costs

42

________ is the extent to which a company's supply chain is focusing on maximizing customer service with lesser focus on procurement, production, and transportation costs

43

________ refers to using multiple communication channels to support the communication preferences of users, such as the Web, the company's Facebook page, industry blogs, telephone, and so on

44

A(n) ________ is a label that is inserted into an XML document in order to specify how the data contained in the document or a portion of the document should be interpreted and/or used

45

________ allow(s) designers of Web documents to create their own customized tags, enabling the definition, transmission, validation, and interpretation of data between applications and between organizations

46

Customer service and support, the second component of an operational customer relationship management (CRM), refers to systems that support the day-to-day sales activities of an organization

47

Demand planning and estimating leads to the development of the overall ________

48

Key technologies within collaborative customer relationship management (CRM) systems include data mining, decision support, and other business intelligence technologies that attempt to create predictive models of various customer attributes

49

________ is the first component of an operational customer relationship management system that supports a broad range of business processes, such as tracking and managing customer history and preferences, account and contact management, and order

50

________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service

51

Collaborative customer relationship management enhances communication by understanding customer history and current needs

52

________ is a standard for exchanging structured information over the Web

53

Computer maker Dell realized the problems with keeping large inventories, especially because of the fast rate of obsolescence of electronics components. Dell now keeps only about two hours of inventory in its factories. The company is most likely using a ________ system.

54

The only drawback of Extensible Markup Language (XML) is that it is not customizable

55

Lee's department store uses the every day low prices strategy. This strategy hinges upon the store's ability to obtain consumer goods at the cheapest possible price and passes these savings on to consumers

56

Marketing researchers usually construct a ________ that summarizes the significant differences in an efficient manner when reporting group differences

57

The ability to track products as they move through the supply chain and to foresee external events is a characteristic of ________

58

Electronic Data Interchange (EDI) refers to computer-computer communication without any human intervention

59

Supply chain execution ________

60

Supply chain planning begins with ________

61

Fen-phen was an anti-obesity medication that consisted of two drugs: fenfluramine and phentermine. Fenfluramine was initially marketed by American Home Products. It was shown to cause potentially fatal pulmonary hypertension and heart valve problems

62

Which of the following is an example of supply chain efficiency?

63

Supply chain effectiveness is the extent to which a company's supply chain is focusing on minimizing procurement, production, and transportation costs, sometimes by sacrificing excellent customer service

64

Which of the following statements is true about supply chain management (SCM)?

65

Distribution planning leads to the development of the overall ________ plan

66

________ refers to the use of key performance indicators to monitor performance of the entire supply chain, including sourcing, planning, production, and distribution

67

________ is the process of identifying and assessing the volume and sentiment of what is being said about a company, individual, product, or brand

68

MaXoSteel Inc has been supplying steel to Agis Corp, a well-known car manufacturer, for the past three years. Concerned employees at MaXoSteel can directly access Agis' inventory and sales information via electronic data interchange

in Business

This allows MaXoSteel to monitor Agis' inventory levels on a real-time basis. The system has worked well for both companies so far and there has never been any delay in the supply of steel. Which of the following steps, if taken by Agis, would most strengthen its supply chain strategy?A) Agis Corp.'s management decides to take strong measures for increasing its safety stock of all raw materials.
B) Agis takes measures to add wholesalers and retailers into its supply chain.
C) Agis wants to purchase MaxSteel in order to reduce dependency.
D) Agis takes measures to directly contact the consumers by removing wholesalers and retailers from its supply chain.
E) Agis takes measures to ensure that the information shared with MaxSteel is not shared with outsiders.

69

Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?

70

________ customer relationship management (CRM) systems help to create mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history

71

Which of the following statements about vendor-managed inventory (VMI) is true?

in Business

A) To make VMI possible, the manufacturer must maintain large inventories of supplies, parts, warehousing resources, and extra workers to meet production contingencies.
B) Manufacturers using the VMI business model manage the inventories themselves and send out requests for additional items to the vendors as needed.
C) Companies using this strategy try to optimize their ordering quantities such that parts or raw material arrive just when they are needed for production.
D) To make VMI possible, the manufacturer allows the supplier to monitor stock levels and ongoing sales data.
E) Retailers using this strategy allow suppliers to maintain ownership of inventory within their warehouses or stores until items are scanned at the point of sale.

72

________ includes tags for data such as annual and quarterly reports, Securities and Exchange Commission filings, general ledger information, and net revenue and accounting schedules

73

________ is the use of electromagnetic energy to transmit information between a reader (transceiver) and a processing device

74

________ systems facilitate the sharing of information across the various departments of an organization in order to increase customer satisfaction and loyalty

75

The term ________ is commonly used to refer to a collection of companies and processes involved in moving a product from the suppliers of raw materials to the customer

76

In an operational customer relationship management (CRM), marketing, sales, and support personnel see only current interactions with the customer depending on where it occurred within the organization

77

________ tools help a company in the execution of the customer relationship management (CRM) strategy by improving the management of promotional campaigns

78

________ is the extent to which a company's supply chain is focusing on minimizing procurement, production, and transportation costs

79

Analytical tools are used to optimally utilize materials, equipment, and labor during the ________ process of supply chain planning

80

Customer relationship management systems collect data that can be mined to discover the next product line extension that consumers covet

81

Operational customer relationship management system refers to the systems used for providing effective and efficient communication with the customer from the entire organization

82

Comptel, a world leader in computer hardware, differentiates itself from its competitors by providing excellent after-sales service. This implies that the competitive strategy used by Comptel would most likely focus on ________

83

Supply chain management improves the coordination of suppliers, product or service production, and distribution

84

________ is a business model in which the suppliers to a manufacturer manage the manufacturer's inventory levels based on preestablished service levels

85

Using enterprise marketing management (EMM) tools can help integrate various promotional campaigns such that the right messages are sent to the right people through the right channels

86

________ is an XML-based specification for publishing financial information

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