Testbank Questions Rainer Intro 5e Chapter 11 Customer Relationship Management and Supply Chain Management
Multiple Choice
36. Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except: A. people move from farms to cities cities B. consumers became mobile C. supermarets and department stores proliferated !. customer relationship management s"stems were developed #. the $nternet grew rapidl" Answer: ! %ection &eference ': (aterial following chapter opening case !ifficult": )ard *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management.
3/. 0hich of the following best describes C&(1 A. a process process B. a set of technologies C. an information s"stem !. a wa" of thining and acting #. a set of decisions Answer: ! %ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
34. 0hich of the following is an important enabler of C&(1 A. recogni5ing recogni5ing that that there are man" customer customer touch points B. recogni5ing the necessit" of treating all customers the same C. recogni5ing the need for sophisticated C&( information s"stems !. recogni5ing the need for sophisticated customer databases #. recogni5ing the need for a data warehouse
Answer: A %ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
3. 0hich of the following is not a customer touch point1 A. telephone telephone contact contact B. email C. 0eb sites !. customer visits to a store #. none of the above 7 all are touch points Answer: # %ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
8. 9he complete data on a customer is called: A. a profile profile B. a record C. a 36degree view !. a file #. a consolidated customer map Answer: C %ection &eference ': !efining Customer &elationship (anagement !ifficult": #as" *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
8'. 0hich of the following is the most important enabler of the 36degree view of the customer across an organi5ation1 A. the organi5ation organi5ations s database database B. the organi5ations data warehouse C. the organi5ations C&( s"stems !. the organi5ations collaborative C&( s"stems #. the organi5ations anal"tical C&( s"stems Answer: B %ection &eference ': !efining Customer &elationship (anagement
!ifficult": )ard *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
8;. 0hich of the following statements is false1 A. !ata consolidation and 36degree view mean the same thing. 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&( s"stems use a data warehouse to mae all customer data available to ever" unit of the business. #. Organi5ations can use blogs for customer input about their products and services. Answer: A %ection &eference ': !efining Customer &elationship (anagement !ifficult": #as" *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
83. <<<<< s"stems support the frontoffice business processes which directl" interact with customers. A. C&( B. Collaborative C&( C. Operational C&( !. Anal"tical C&( #. 9ransactional C&( Answer: C %ection &eference ': Operational C&( !ifficult": )ard *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
88. <<<<< includes those areas where customers directl" interact with the compan". A. C&( B. Anal"tical C&( C. Customerfacing C&( !. Customertouching C&( #. 9ransactional C&( Answer: C %ection &eference ': Operational C&( !ifficult": #as"
*earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems. 8=. 0hich of the follow statements is false about customer interaction centers 2C$C1 A. A call center is an example of a C$C. B. A )elp !es is an example of a C$C. C. $n outboard telesales the sales person contacts the customer. !. $n inboard telesales the customer calls the C$C. #. *ive chat provides an advantage over telephone conversations. Answer: ! %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
86. 9he sales, mareting, and service functions are part of: A. C&( B. anal"tical C&( C. operational C&( !. collaborative C&( #. transactional C&( Answer: C %ection &eference ': Operational C&( !ifficult": #as" *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
8/. $n <<<<<, compan" representatives use multiple communication channels to support the communications preferences of customers. A. telesales rooms B. group decision support rooms C. videoconferencing centers !. sales team meetings #. customer interaction centers Answer: # %ection &eference ': Operational C&( !ifficult": #as" *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
84. <<<<< is the component of an operational C&( s"stem that automaticall" records all the aspects in a sales transaction process. A. $nbound telesales B. Outbound telesales C. %ales team efforts !. %ales force automation #. 9he customer help des Answer: ! %ection &eference ': Operational C&( !ifficult": #as" *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
8. <<<<< is the practice of mareting additional related products to customers based on a previous purchase. A. Bundling B. >pselling C. &eselling !. Additional selling #. Crossselling Answer: # %ection &eference ': Operational C&( !ifficult": #as" *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
=. A9?9 sells telephone services that include local and longdistance service, voice mail service, caller $!, and digital subscriber line access to the $nternet. 9his is a form of: A. upselling B. crossselling C. bundling !. customer relationship management #. customer intimac" Answer: C %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
='. @ou are in the maret for a small econom" car. 9he salesperson has "ou drive the econom" car, and then hands "ou the e"s to a midsi5e car of the same brand for "ou to drive. 9he salesperson is engaged in: A. upselling B. crossselling C. bundling !. customer relationship management #. customer intimac" Answer: A %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
=;. <<<<< is a sales strateg" where the business person will provide to customers the opportunit" to purchase highervalue related products. A. Bundling B. >pselling C. &eselling !. Additional selling #. Crossselling Answer: B %ection &eference ': Operational C&( !ifficult": #as" *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
=3. <<<<< is a form of <<<<<. A. >pselling, reselling B. Bundling, crossselling C. >pselling, bundling !. Crossselling, reselling #. &eselling, additional selling Answer: B %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
=8. A checin ios at the airport would be what t"pe of C&( application1
A. $nbound telesales B. Customer touching C. Outbound telesales !. %ales #. Customer facing Answer: B %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
==. <<<<< are simple tools for answering repetitive customer uestions. A. -ersonali5ed 0eb pages B. Customi5ed products and services C. reuentl" ased uestions !. #mail s"stems #. Automated response s"stems Answer: C %ection &eference ': Operational C&( !ifficult": #as" *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
=6. 0hich of the following statements about lo"alt" programs is false1 A. *o"alt" programs wor when there is a high freuenc" of repeat purchases. B. *o"alt" programs wor when there is not personal customi5ation. C. 9he purpose of lo"alt" programs is to influence future behavior. !. 9he purpose of lo"alt" programs is to reward past behavior #. *o"alt" programs are a customertouching application. Answer: ! %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
=/. <<<<< s"stems stud" customer behavior and perceptions to provide business intelligence. A. C&( B. Collaborative C&( C. Operational C&( !. Anal"tical C&(
#. 9ransactional C&( Answer: ! %ection &eference ': Anal"tical C&( !ifficult": #as" *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 time. A. C&( B. Anal"tical C&( C. Operational C&( !. Collaborative C&( #. 9ransactional C&( Answer: B %ection &eference ': Anal"tical C&( !ifficult": #as" *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 vendors data center. A. (obile C&( B. Anal"tical C&( C. Operational C&( !. Ondemand C&( #. Customerfacing C&( Answer: ! %ection &eference ': Other 9"pes of C&( !ifficult": #as" *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.
6. -otential problems with ondemand C&( include all of the following except: A. increases costs for the organi5ation B. vendor could prove unreliable C. difficult to modif" hosted software !. ma" be difficult to integrate hosted software with existing software in the organi5ation #. giving strategic data to a vendor is ris" Answer: A %ection &eference ': Other 9"pes of C&( !ifficult": (edium
*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.
6'. 9he benefits of opensource C&( include all of the following except: A. it is eas" to customi5e B. it is favorabl" priced C. it has more functionalit" than inhouse C&( s"stems !. updates and error fixes occur rapidl" #. it has extensive support information available Answer: C %ection &eference ': Other 9"pes of C&( !ifficult": (edium *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. 6;. 9rends that have led to the suppl" chain concept include all of the following except: A. modern organi5ations are focusing on their core competencies 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" chain !. 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 Answer: C %ection &eference ': %uppl" Chains !ifficult": )ard *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 purchased materials as these materials move through their suppliers production processes and transportation networs to their receiving docs. A. %uppl" chain visibilit" B. )ori5ontal integration C. ertical integration !. %uppl" chain intelligence #. %uppl" chain integration Answer: A %ection &eference ': %uppl" Chains !ifficult": (edium *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
68. <<<<< is the time between the receipt of incoming goods and the dispatch of finished, outbound products. A. $nventor" turnover B. $nventor" velocit" C. $nventor" speed !. $nventor" time #. $nventor" production Answer: B %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
6=. A2n <<<<< refers to the flow of materials, information, mone", and services from raw material suppliers, through factories and warehouses to the end customers. A. demand chain B. business process C. manufacturing process !. suppl" chain #. enterprise resource process Answer: ! %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
66. A compan"s suppliers, suppliers suppliers, and the processes for managing them is the: A. suppliers chain B. external suppl" chain C. upstream portion of the suppl" chain !. downstream portion of the suppl" chain #. entire suppl" chain Answer: C %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
6/. -acaging, assembl", or manufacturing tae place in which segment of the suppl" chain1 A. upstream B. internal C. downstream !. external
#. none of the above Answer: B %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
64. A compan"s organi5ation and processes for distributing and delivering products to its final customers is the: A. suppliers chain B. external suppl" chain C. upstream portion of the suppl" chain !. downstream portion of the suppl" chain #. entire suppl" chain Answer: ! %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
6. !istribution or dispersal taes place in which segment of the suppl" chain1 A. upstream B. internal C. downstream !. external #. none of the above Answer: C %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
/. <<<<< are the ph"sical products, raw materials, and supplies that flow along a suppl" chain. A. &everse flows B. &everse logistics C. (aterial flows !. $nformation flows #. inancial flows Answer: C %ection &eference ': %uppl" Chains !ifficult": #as"
*earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
/'. &eturned products, rec"cled products, and disposal of materials or products are called: A. reverse flows B. returns C. material flows !. information flows #. financial flows Answer: A %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
/;. <<<<< involve mone" transfers, pa"ments, credit card information and authori5ation, pa"ment schedules, epa"ments, and creditrelated data. A. &everse flows B. &everse logistics C. (aterial flows !. $nformation flows #. inancial flows Answer: # %ection &eference ': %uppl" Chains !ifficult": #as" *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
/3. 0hich of the following is not a goal of suppl" chain management1 A. to reduce uncertaint" along the suppl" chain B. to decrease inventor" levels C. to increase c"cle time !. to improve customer service #. to improve business processes Answer: C %ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
/8. $nterorgani5ational information s"stems result in all of the following except: A. reduced costs of routine business transactions
B. improved ualit" of information flow C. reduced errors !. increased c"cle time #. eliminated paper processing Answer: ! %ection &eference ': %uppl" Chain (anagement !ifficult": #as" *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
/=. $n the <<<<<, the production process begins with a forecast. A. suppl" chain model B. inventor" model C. pull model !. vertical integration model #. push model Answer: # %ection &eference ': %uppl" Chain (anagement !ifficult": #as" *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
/6. $n the <<<<<, the production process begins with a customer order. A. suppl" chain model B. inventor" model C. pull model !. vertical integration model #. push model Answer: C %ection &eference ': %uppl" Chain (anagement !ifficult": #as" *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
//. 0hich of the following is not a problem along the suppl" chain1 A. poor customer service B. high inventor" costs C. loss of revenues !. decreased c"cle times #. extra cost of expediting shipments
Answer: ! %ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
/4. 9he <<<<< is erratic shifts in orders up and down the suppl" chain. A. demand forecast effect B. suppl" forecast effect C. bullwhip effect !. inventor" effect #. customer coordination effect Answer: C %ection &eference ': %uppl" Chain (anagement !ifficult": #as" *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
/. 9he bullwhip effect comes from which of the following1 A. poor demand forecast B. price fluctuations C. order batching !. rationing within the suppl" chain #. all of the above Answer: # %ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
4. 0hich of the following is not responsible for the bullwhip effect1 A. poor demand forecast B. price fluctuations C. order batching !. rationing within the suppl" chain #. poor suppl" forecast Answer: # %ection &eference ': %uppl" Chain (anagement !ifficult": (edium
*earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
4'. 0hich of the following is not a possible solution to suppl" chain problems1 A. vertical integration B. building inventories C. information sharing !. hori5ontal integration #. the bullwhip effect Answer: ! %ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
4;. 0hen 0al(art sells a pacage of diapers, the compan" captures data on that sale at its pointof sale terminal and transmits that data to the compan" that maes the diapers. 0hen it is necessar", the diaper compan" restocs the diapers in that 0al(art store. 9his process is called: A. suppl" chain management B. demand chain management C. vendormanaged inventor" !. enterprise resource planning inventor" #. +ustintime inventor" Answer: C %ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
43. 0hich of the following is not a benefit of #!$1 A. data entr" errors are minimi5ed B. length of messages is longer C. messages are secured !. fosters collaborative relationships #. reduced c"cle time Answer: B %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium
*earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management. 48. 0hich of the following is not a limitation of #!$1 A. it is inflexible B. business processes ma" have to be restructured C. it is expensive, but ongoing operating costs are low !. multiple #!$ standards exist #. it is difficult to mae uic changes Answer: C %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
4=. 9he primar" goal of extranets is to do which of the following1 A. foster collaboration between and among business partners B. to provide securit" for corporate intranets C. to provide effective communications inside corporate intranets !. to enable corporate emplo"ees to view inventor" information for their companies #. to enable business partners to better plan mergers and acuisitions Answer: A %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
46. #xtranets use <<<<< technolog" to mae communication over the $nternet more secure. A. telepresence B. antimalware C. virtual private networ !. voiceover $#. videoconferencing Answer: C %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": #as" *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
4/. 9he ed#x extranet that allows customers to trac the status of a pacage is an example of which t"pe of extranet1 A. a compan" and its dealers, customers, andDor suppliers B. an industr"s extranet C. +oint venture !. B;B exchange #. B;C exchange Answer: A %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
44. <<<<< portals automate the business processes involved in purchasing products between a single bu"er and multiple suppliers. A. !istribution B. Corporate C. Affiliate !. $ntranet #. -rocurement Answer: # %ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": #as" *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
4. &efer to Opening Case 7 Customer &elationship (anagement in the $nternet Age: 0hich of the following is false1 A. (illions of people review products, services and companies on the $nternet, so one bad review doesnt have a big impact B. 9weets containing certain words or brand names can be easil" traced down to the user C. Once a comment or review is made it online, it go viral and be easil" seen b" millions of people !. %ocial media lie faceboo, "outube and twitter can affect a compan"s reputation both positivel" and negativel" #. All %tatements are true Answer. A %ection &eference ': Opening Case !ifficult": #as" *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management.
. &efer to Opening Case: 0hich of the following is true1 A. Organi5ations can ignore social media. B. Organi5ations onl" need to be followed on 9witter to be effective. C. An organi5ation has to act on posts about itself on 9witter and aceboo. !. 9weeter is the onl" wa" to monitor customer experiences #. Organi5ations can put up a aceboo fan page and customers will floc to it. Answer. C %ection &eference ': Opening Case !ifficult": (edium *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management. '. &efer to $9s About Business ''.;: 0hich of the following is true about the C&( s"stem described in the case: A. $t reduces the time customers spend on the phone B. $t cuts labor related costs C. $t helps predict freuent customer needs !. $t increases the securit" of the hotel #. $t reduces customer fallout. Answer. C %ection &eference ': $9s About Business ''.; !ifficult": #as" *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management. ;. &efer to $9s About Business ''.= 7 Campus Euilts -artners with >-% to (anage $ts %uppl" Chain: 0hich of the following statements is true1 A. %mall businesses can learn how to manage the logistics from >-% B. >-% is a customer facing C&( s"stem C. >-% is a customer touching C&( s"stem !. >-% can outsource logistics to more proficient companies #. >-% handles the logistics for small companies without the resources and expertise Answer: # %ection &eference ': $9s About Business ''.= !ifficult": (edium *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management.
3. &efer to $9s About Business ''.6: B" creating manufacturing super centers, 3( was able to mae its suppl" chain more efficient and achieve the following benefits: A. &educe currenc" ris
B. C. !. #.
&educe shipping costs #asier product customi5ation &educed c"cle time All of the above
Answer. C %ection &eference ': $9s About Business ''.6 !ifficult": #as" *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management. 8. &efer to $9s About Business ''./: Airbus is able to trac all the items in its suppl" chain using A. F-% B. $nfrared scanners C. 0eight sensors !. &$! #. All of the above Answer. ! %ection &eference ': $9s About Business ''./ !ifficult": #as" *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management. =. &efer to Closing Case 7 Cengage >ses $nformation 9echnolog" to $mprove 0arehouse Operations: 9he updated warehouse management s"stem has created the following benefits1 A. $ncreased worer productivit" B. *ower training time C. ewer errors !. aster c"cle time #. All of the above Answer: # %ection &eference ': Closing Case !ifficult": (edium *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management. Short Answer
6. !escribe the various customer touch points in an" organi5ation. 0hich ones are more effective for "ou as college students1
%ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
/. !escribe the various customerfacing applications in an organi5ation.
%ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
4. !escribe the elements within sales force automation. %ection &eference ': Operational C&( !ifficult": (edium *earning Ob+ective ': ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems. . Contrast operational C&( s"stems and anal"tical C&( s"stems. %ection &eference ': Operational C&(, Anal"tical C&( !ifficult": (edium *earning Ob+ective ': ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems. *earning Ob+ective ;: *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses. '. 0hat are the problems associated with ondemand C&(1 %ection &eference ': Other 9"pes of C&( !ifficult": (edium
*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. ''. !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&( !ifficult": (edium *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.
';. !iscuss the benefits of voice directed picing s"stems. %ection &eference ': Closing case G' !ifficult": (edium *earning Ob+ective ': *O ''. -rovide realworld applications for customer relationship management and suppl" chain management.
'3. !escribe suppl" chain visibilit" and explain wh" it is important to an organi5ation. %ection &eference ': %uppl" Chains !ifficult": (edium *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
'8. !escribe inventor" velocit" and explain wh" it is important to an organi5ation. %ection &eference ': %uppl" Chains !ifficult": (edium *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
'=. !escribe the three flows along 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.
'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. '/. !ifferentiate between the pull model and the push model.
%ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
'4. !escribe the various methods that companies use to solve problems along their suppl" chains. %ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains. '. 0hat is the bullwhip effect1
%ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
''. #xplain and contrast +ustintime inventor" and vendormanaged inventor".
%ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
ssay Questions
'''. !escribe wh" the customer 7 vendor relationship has become more impersonal. %ection &eference ': !efining Customer &elationship (anagement !ifficult": )ard *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(. '';. #xplain wh" the concept of a customer relationship management s"stem became necessar". %ection &eference ': !efining Customer &elationship (anagement !ifficult": (edium
*earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(. ''3. 0hat is the rationale behind customertouching applications1 #xplain four such applications. %ection &eference ': Operational C&( !ifficult": )ard *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems. ''8. !iscuss the benefits and limitations of ondemand C&( s"stems.
%ection &eference ': Other 9"pes of C&( !ifficult": (edium *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.
''= 0hat are the benefits of opensource C&(1
%ection &eference ': Other 9"pes of C&( !ifficult": (edium *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.
''6. !escribe the suppl" chain of "our universit". Be sure to include all three segments.
%ection &eference ': %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
''/. !escribe vertical integration. )ow does this concept relate to suppl" chain management1
%ection &eference ': %uppl" Chain (anagement !ifficult": )ard *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
''4. !efine #!$ and how it wors.
%ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
''. !escribe the three main t"pes of extranets.
%ection &eference ': $nformation 9echnolog" %upport for %uppl" Chain (anagement !ifficult": (edium *earning Ob+ective ': *O ''./ #xplain the utilit" of each of the three ma+or technologies that supports suppl" chain management.
True or !alse ';. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a needs to decide on her C&( strateg" before she can decide on her C&( s"stems. Answer: 9rue %ection &eference ': !efining customer relationship management !ifficult": #as" *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
Multiple Choice ';'. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. 0hich of the following customer touch points will give )a"a the most information after her first weeend of selling1 A. B. C. !. #.
Communication she sends via smart phones. %he should build a web site before she begins to sell on campus. %he should send an #mail to all students on campus. %he should put a fl"er in ever" mail box on campus. Actual ph"sical interactions when customers visit her store
Answer: # %ection &eference ': !efining customer &elationship (anagement !ifficult": #as" *earning Ob+ective ': *O ''.' $dentif" the primar" functions of both customer relationship management 2C&( and collaborative C&(.
';;. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. 0hich of the following should )a"a consider during her first month of operation1 A. B. C. !. #.
A sales force automation s"stem A customer interaction center Bundling Campaign management -urchasing profiles
Answer: C %ection &eference ': Operational Customer &elationship (anagement %"stems !ifficult": )ard *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
';3. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. 0hich of the following should )a"a focus on during her first month of operation1
A. B. C. !. #.
%earchDcomparison capabilities on a web site -ersonali5ed experiences to mae a purchase on a web site Customi5ation of ties AEs A lo"alt" program
Answer: # %ection &eference ': Operational Customer &elationship (anagement %"stems !ifficult": (edium *earning Ob+ective ': *O ''.; !escribe how businesses might utili5e applications of each of the two ma+or components of operational C&( s"stems.
';8. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a begins collecting data about her customers b" having them sign up for -romotional #mails at her store. %he collects their names and #mail address on her form. )ow might she use the customer data1 A. B. C. !. #.
9arget mareting campaigns Crosssell Fain insights into her products -erform customer profitabilit" anal"sis (areting
Answer: # %ection &eference ': Anal"tical Customer &elationship (anagement %"stems !ifficult": )ard *earning Ob+ective ': *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses. ';=. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a begins to notice that her sports ties are selling reall" well. 0hich of the following should be her next step1 A. 9arget mareting campaigns B. Crosssell C. $nsights into her products !. Customer profitabilit" anal"sis #. (areting Answer: A %ection &eference ': Anal"tical Customer &elationship (anagement %"stems !ifficult": (edium *earning Ob+ective ': *O ''.3 *ist the benefits of anal"tical C&( s"stems to businesses.
True or !alse ';6. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. 9he supplier of )a"as ties is downstream in her suppl" chain. Answer: alse %ection &eference ': %uppl" Chains !ifficult": (eidum *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain. Multiple Choice ';/. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. 0hich of the following is true about )a"as suppl" chain1 A. B. C. !. #.
)a"as supplier is downstream in her suppl" chain. )a"as customers are upstream in her suppl" chain. $f a customer returns a tie, that is nown as reverse logistics. )a"a has no information flows. )a"as supplier is the onl" other lin in her suppl" chain.
Answer: C %ection &eference ': %uppl" Chains !ifficult": )ard *earning Ob+ective ': *O ''.= !escribe the three components and the three flows of a suppl" chain.
';4. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a orders 8 ties in each of the school colors and ' in each of four sports. 0hich of the following is true about )a"as suppl" chain1 A. )a"a is using a push model. B. )a"a is using a pull model. C. )a"a is experiencing the bull whip effect.
!. )a"a has an accurate demand forecast. #. Jone of the above are true. Answer: A %ection &eference ': %uppl" Chain (anagement !ifficult": )ard *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
';. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a orders 8 ties in each of the school colors and ' in each of four sports. 0hich of the following is true about )a"as suppl" chain1 A. B. C. !. #.
)a"a is using a +ustintime inventor" s"stem. )a"a is using a vendormanaged inventor". )a"a is building inventories. )a"a has vertical integration with her upstream supplier. )a"a is using a pull model.
Answer: C %ection &eference ': %uppl" Chain (anagement !ifficult": )ard *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
'3. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a nows she needs to manage her relationship with her supplier. 0hich of the following is true1 A. B. C. !. #.
)a"a should invest in #!$ software. )a"a can use the suppliers intranet to order. )a"a should give the supplier access to her -J. )a"a can use the suppliers procurement portal to order. )a"a can use the suppliers extranet to chec on her order.
Answer: # %ection &eference ': %uppl" Chain (anagement !ifficult": )ard *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
'3'. )a"a noticed that college students needed to dress up for presentations but never seemed to have an" ties, or at least not ver" nice ones. %he decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. %he can put an announcement on the schools monitors that would displa" in the dining halls and student union. )a"a orders 8 ties in each of the school colors and ' in each of four sports. %he almost instantl" sold out of all the sport themed ties. %he decides to approach each of the sports teams on campus to see if the" would be willing to bu" ties Hin bulI. 0hich of the following is true about )a"as suppl" chain1 A. B. C. !. #.
)a"a is using a push model. )a"a is using a pull model. )a"a is experiencing the bull whip effect. )a"a has an accurate demand forecast. Jone of the above are true.
Answer: B %ection &eference ': %uppl" Chain (anagement !ifficult": )ard *earning Ob+ective ': *O ''.6 $dentif" popular strategies to solving different challenges of suppl" chains.
