1.Microsoft Office 2003. 2.WordPerfect Suite 10. 3.Enterprise Resource Planning systems. 4.Lotus...

1.1. Microsoft Office 2003.Microsoft Office 2003.

2.2. WordPerfect Suite 10.WordPerfect Suite 10.

3.3. Enterprise Resource Planning Enterprise Resource Planning systems.systems.

4.4. Lotus Sametime systems.Lotus Sametime systems.

5.5. Integrated database systems.Integrated database systems.

A suite of integrated A suite of integrated

software modules with software modules with

a common central a common central

database is referred to database is referred to

as… as…

1.1. Microsoft Office 2003.Microsoft Office 2003.

2.2. WordPerfect Suite 10.WordPerfect Suite 10.

3.3. Enterprise Resource Planning Enterprise Resource Planning systems.systems.

4.4. Lotus Sametime systems.Lotus Sametime systems.

5.5. Integrated database systems.Integrated database systems.

A suite of integrated A suite of integrated

software modules with software modules with

a common central a common central

database is referred to database is referred to

as…as…

The database collects data from and feeds the data into numerous The database collects data from and feeds the data into numerous applications that can support nearly all of an organization’s internal applications that can support nearly all of an organization’s internal business activities.business activities.

1.1. Workflow processesWorkflow processes

2.2. Best practicesBest practices

3.3. Standard operating proceduresStandard operating procedures

4.4. Process improvement objectivesProcess improvement objectives

5.5. Not sureNot sure

Which of the Which of the

following describes following describes

the most successful the most successful

solutions or problem-solutions or problem-

solving methods for solving methods for

achieving a business achieving a business

objective?objective?

1.1. Workflow processesWorkflow processes

2.2. Best practicesBest practices

3.3. Standard operating proceduresStandard operating procedures

4.4. Process improvement objectivesProcess improvement objectives

5.5. Not sureNot sure

Which of theWhich of the

following describes following describes

the most successful the most successful

solutions or problem-solutions or problem-

solving methods for solving methods for

achieving a business achieving a business

objective?objective?

Best practices are the most successful solutions or problem-solving methods Best practices are the most successful solutions or problem-solving methods for consistently and effectively achieving a business objective. Best practices for consistently and effectively achieving a business objective. Best practices are incorporated into enterprise software and used throughout the firm.are incorporated into enterprise software and used throughout the firm.

1.1. Improved decision makingImproved decision making

2.2. More disciplined organizational More disciplined organizational cultureculture

3.3. Adds more users to systemAdds more users to system

4.4. Customer-driven business Customer-driven business processesprocesses

5.5. Single information architectureSingle information architecture

Which of the following Which of the following

is is notnot a business value a business value

of enterprise systems?of enterprise systems?

1.1. Improved decision makingImproved decision making

2.2. More disciplined organizational cultureMore disciplined organizational culture

3.3. Adds more users to systemAdds more users to system

4.4. Customer-driven business processesCustomer-driven business processes

5.5. Single information architectureSingle information architecture


is is notnot a business value a business value

of enterprise systems?of enterprise systems?

Enterprise systems can produce value both by increasing organizational efficiency and by providing firmwide information to help managers make better decisions.

1.1. Product chain managementProduct chain management

2.2. Customer relationship Customer relationship managementmanagement

3.3. Work process managementWork process management

4.4. Supply chain managementSupply chain management

5.5. Sales chain managementSales chain management


refers to the close refers to the close

linkage and linkage and

coordination of coordination of

activities involved in activities involved in

buying, making, and buying, making, and

moving a product?moving a product?

1.1. Product chain managementProduct chain management


3.3. Work process managementWork process management


5.5. Sales chain managementSales chain management


refers to the close refers to the close

linkage and linkage and

coordination of activities coordination of activities

involved in buying, involved in buying,

making, and moving a making, and moving a

product?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.

1.1. return.return.

2.2. deliver.deliver.

3.3. make.make.

4.4. source.source.

5.5. plan.plan.

The supply chain process The supply chain process

that procures goods and that procures goods and

services needed to create services needed to create

a specific product or a specific product or

service is… service is…

1.1. return.return.


3.3. make.make.

4.4. source.source.

5.5. plan.plan.


that procures goods and that procures goods and

services needed to create services needed to create

a specific product or a specific product or

service is…service is…

The five major supply chain processes are part of the Supply Chain Operations Reference Model developed by The Supply Chain Council.

1.1. return.return.


3.3. make.make.

4.4. source.source.

5.5. plan.plan.


that includes post delivery that includes post delivery

customer support is…customer support is…

1.1. return.return.


3.3. make.make.

4.4. source.source.

5.5. plan.plan.


that includes post delivery that includes post delivery

customer support is…customer support is…

The return supply chain process consists of processes associated with returning products or receiving returned products, including postdelivery customer support.

1.1. distortion effect.distortion effect.

2.2. bull-whip effect.bull-whip effect.

3.3. see-saw effect.see-saw effect.

4.4. entity effect.entity effect.

5.5. logistical effect. logistical effect.

When information about When information about

the demand for a product the demand for a product

gets distorted as it gets distorted as it

passes from one entity to passes from one entity to

the next across the the next across the

supply chain, it’s called supply chain, it’s called

the… the…

1.1. distortion effect.distortion effect.

2.2. bull-whip effect.bull-whip effect.

3.3. see-saw effect.see-saw effect.

4.4. entity effect.entity effect.

5.5. logistical effect.logistical effect.

When information about When information about

the demand for a product the demand for a product

gets distorted as it gets distorted as it

passes from one entity to passes from one entity to

the next across the the next across the

supply chain, it’s called supply chain, it’s called

the…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.”


2.2. Product planningProduct planning

3.3. Supply chain planningSupply chain planning

4.4. Supply chain executionSupply chain execution

5.5. Sales forecastingSales forecasting

Which type of system Which type of system

helps companies helps companies

determine how much of a determine how much of a

specific product to specific product to

manufacture in a given manufacture in a given

time period?time period?






Which type of system Which type of system

helps companies helps companies

determine how much of a determine how much of a

specific product to specific product to

manufacture in a given manufacture in a given

time period?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.






Which type of system helps Which type of system helps

companies track companies track

warehouse and warehouse and

transportation operations transportation operations

for products?for products?






Which type of system helps Which type of system helps

companies track warehouse companies track warehouse

and transportation and transportation

operations for products?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.

1.1. IntranetsIntranets

2.2. ExtranetsExtranets

3.3. FTPFTP

4.4. TelnetTelnet

5.5. Supply chain netsSupply chain nets


can companies use to can companies use to

coordinate supply chain coordinate supply chain

processes shared with processes shared with

their business their business

partners? partners?

1.1. IntranetsIntranets

2.2. ExtranetsExtranets

3.3. FTPFTP

4.4. TelnetTelnet

5.5. Supply chain netsSupply chain nets


can companies use to can companies use to

coordinate supply chain coordinate supply chain

processes shared with processes shared with

their business their business

partners?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.

1.1. Supply trigger modelSupply trigger model

2.2. Pull-based modelPull-based model

3.3. Push-based modelPush-based model

4.4. Purchase trigger modelPurchase trigger model

5.5. Customer relationship modelCustomer relationship model

Which model refers to the Which model refers to the

idea that actual customer idea that actual customer

orders or purchases orders or purchases

trigger events in the trigger events in the

supply chain?supply chain?

1.1. Supply trigger modelSupply trigger model

2.2. Pull-based modelPull-based model

3.3. Push-based modelPush-based model

4.4. Purchase trigger modelPurchase trigger model

5.5. Customer relationship modelCustomer relationship model

Which model refers to the Which model refers to the

idea that actual customer idea that actual customer

orders or purchases orders or purchases

trigger events in the trigger events in the

supply chain?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.

1.1. Customer input systemCustomer input system


3.3. Business partner inputBusiness partner input


5.5. Customer order managementCustomer order management


describes how a firm can describes how a firm can

use information use information

technology to track how technology to track how

it interacts with its it interacts with its

customers?customers?



3.3. Business partner inputBusiness partner input




describes how a firm can describes how a firm can

use information use information

technology to track how technology to track how

it interacts with its it interacts with its


Customer relationship management is both a business and technology discipline for managing customer relationships to optimize revenue, profitability, customer satisfaction, and customer retention.


2.2. Customer managementCustomer management

3.3. Partner relationship Partner relationship managementmanagement




provides a company and provides a company and

its selling partners with its selling partners with

the ability to trade the ability to trade

information about information about

customers? customers?


2.2. Customer managementCustomer management

3.3. Partner relationship Partner relationship managementmanagement




provides a company and provides a company and

its selling partners with its selling partners with

the ability to trade the ability to trade

information about information about


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.

1.1. Sales force automationSales force automation

2.2. Call center toolsCall center tools

3.3. Direct-marketing campaign Direct-marketing campaign toolstools

4.4. Sales quote generation toolsSales quote generation tools

5.5. Anti-virus toolsAnti-virus tools

Which of the following is Which of the following is

notnot a tool or software that a tool or software that

customer relationship customer relationship

management systems management systems

typically provide? typically provide?

1.1. Sales force automationSales force automation

2.2. Call center toolsCall center tools

3.3. Direct-marketing campaign toolsDirect-marketing campaign tools

4.4. Sales quote generation toolsSales quote generation tools

5.5. Anti-virus toolsAnti-virus tools

Which of the following is Which of the following is

notnot a tool or software that a tool or software that

customer relationship customer relationship

management systems management systems

typically provide?typically provide?

Customer relationship management systems typically provide software and online tools for sales, customer service, and marketing.

1.1. cross-selling.cross-selling.

2.2. up-selling.up-selling.

3.3. forward-selling.forward-selling.

4.4. backward-selling.backward-selling.

5.5. down-selling.down-selling.

The process of The process of

marketing higher-value marketing higher-value

products or services to products or services to

new or existing new or existing

customers is known customers is known

as… as…

1.1. cross-selling.cross-selling.

2.2. up-selling.up-selling.

3.3. forward-selling.forward-selling.

4.4. backward-selling.backward-selling.

5.5. down-selling.down-selling.

The process of The process of

marketing higher-value marketing higher-value

products or services to products or services to

new or existing new or existing

customers is known customers is known

as…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.

1.1. operational CRM.operational CRM.

2.2. analytical CRM.analytical CRM.

3.3. priority CRM.priority CRM.

4.4. value-based CRM.value-based CRM.

5.5. supply-based CRM.supply-based CRM.

The aspect of a CRM The aspect of a CRM

system that provides system that provides

information for improving information for improving

business performance business performance

management is called…management is called…

1.1. operational CRM.operational CRM.

2.2. analytical CRM.analytical CRM.

3.3. priority CRM.priority CRM.

4.4. value-based CRM.value-based CRM.

5.5. supply-based CRM.supply-based CRM.

The aspect of a CRM The aspect of a CRM

system that provides system that provides

information for improving information for improving

business performance business performance

management is called…management is called…

Analytical CRM includes applications that analyze customer data generated by operational CRM applications to provide information for improving business performance management.

1.1. customer lifetime value rate.customer lifetime value rate.

2.2. churn rate.churn rate.

3.3. customer growth rate.customer growth rate.

4.4. customer decline rate.customer decline rate.

5.5. customer success rate.customer success rate.

An important indicator An important indicator

of the growth or of the growth or

decline of a firm’s decline of a firm’s

customer base is the …customer base is the …

1.1. customer lifetime value rate.customer lifetime value rate.

2.2. churn rate.churn rate.

3.3. customer growth rate.customer growth rate.

4.4. customer decline rate.customer decline rate.

5.5. customer success rate.customer success rate.

An important indicator An important indicator

of the growth or of the growth or

decline of a firm’s decline of a firm’s

customer base is the …customer base is the …

The churn rate measures the number of customers who stop using or purchasing products or services from a company.

1.1. sales force automation.sales force automation.

2.2. service platforms.service platforms.

3.3. supply chain management.supply chain management.

4.4. employee management.employee management.

5.5. business process management. business process management.

A methodology that A methodology that

includes tools for includes tools for

creating models of creating models of

improved processes that improved processes that

can be translated into can be translated into

software systems is…software systems is…

1.1. sales force automation.sales force automation.

2.2. service platforms.service platforms.

3.3. supply chain management.supply chain management.

4.4. employee management.employee management.

5.5. business process management.business process management.

A methodology that A methodology that

includes tools for includes tools for

creating models of creating models of

improved processes that improved processes that

can be translated into can be translated into

software systems is…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.

1.1. Organizational structureOrganizational structure

2.2. Manufacturing plant locationsManufacturing plant locations

3.3. Business processesBusiness processes

4.4. Organizational cultureOrganizational culture

5.5. Employee responsibilitiesEmployee responsibilities


does not necessarily does not necessarily

change with the change with the

implementation of implementation of

enterprise enterprise

applications?applications?

1.1. Organizational structureOrganizational structure

2.2. Manufacturing plant locationsManufacturing plant locations

3.3. Business processesBusiness processes

4.4. Organizational cultureOrganizational culture

5.5. Employee responsibilitiesEmployee responsibilities


does not necessarily does not necessarily

change with the change with the


enterprise applications?enterprise applications?

Enterprise applications require not only deep-seated technological changes but also fundamental changes in the way the business operates.

1.1. Look at business objectives firstLook at business objectives first

2.2. Understand how data will be usedUnderstand how data will be used

3.3. Involve all employeesInvolve all employees

4.4. Build the total network firstBuild the total network first

5.5. Educate and train managersEducate and train managers


is is notnot a solution a solution

guideline to the guideline to the

successful successful



applications? applications?

1.1. Look at business objectives firstLook at business objectives first

2.2. Understand how data will be usedUnderstand how data will be used

3.3. Involve all employeesInvolve all employees

4.4. Build the total network firstBuild the total network first

5.5. Educate and train managersEducate and train managers


is is notnot a solution a solution

guideline to the guideline to the

successful successful



applications?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.

1.Microsoft Office 2003. 2.WordPerfect Suite 10. 3.Enterprise Resource Planning systems. 4.Lotus...

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Transcript of 1.Microsoft Office 2003. 2.WordPerfect Suite 10. 3.Enterprise Resource Planning systems. 4.Lotus...