Question 1

What is supply chain management (SCM) ?

Accepted Answer

A)   The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B)   Takes information entered into a given system and sends it automatically to all downstream systems and processes
C)   A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D)   Connects the plans, methods, and tools aimed at integrating separate enterprise systemE) B) and D)
F) A) and C)

Question 2

Summarize why CRM must be embraced on an enterprise-wide level, along with the types of things an organization can determine when using a CRM system.

Accepted Answer

If an organization does not embrace CRM ...

Question 3

The accounting and finance department performs processes such as creating financial statements, paying accounts payables, and collecting accounts receivables. What form of processes do these represent?

Accepted Answer

A)   Customer-facing processes
B)   Business-facing processes
C)   Industry-specific customer-facing processes
D)   All of the choices are correctE) A) and C)
F) A) and B) B

Question 4

Which of the following can a customer use to contact an organization?

Accepted Answer

A)   Telephone
B)   Email
C)   Web access
D)   All of theseE) All of the above
F) A) and C)

Question 5

What integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations?

Accepted Answer

A)   Business process reengineering
B)   Supply chain management
C)   Customer relationship management
D)   Enterprise resource planningE) None of the above
F) All of the above

Question 6

In the basic supply chain, source refers to building relationships with suppliers to procure raw materials.

Accepted Answer

A) True 
 B)False

Question 7

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 8

What is customer relationship management (CRM) ?

Accepted Answer

A)   The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B)   Integration of all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)  so employees can make decisions by viewing enterprise-wide information about all business operations
C)   A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D)   Connection of the plans, methods, and tools aimed at integrating separate enterprise systemE) None of the above
F) B) and D)

Question 9

SCM systems create the integrations or tight process and information linkages between all participants in the supply chain.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is not one of the three phases in the evolution of CRM?

Accepted Answer

A)   Reporting
B)   Analyzing
C)   Processing
D)   PredictingE) All of the above
F) B) and C)

Question 11

Which of the following is not one of the five basic components of supply chain management?

Accepted Answer

A)   Plan
B)   Source
C)   Cost
D)   DeliverE) A) and B)
F) None of the above

Question 12

Plan, source, make, deliver, and return are the five basic supply chain management components.

Accepted Answer

A) True 
 B)False

Question 13

Identify how an organization can use business process reengineering to improve its business.

Accepted Answer

Companies frequently strive to improve t...

Question 14

What does supply chain management involve?

Accepted Answer

A)   Analyzing and redesigning workflow within and between enterprises
B)   Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
C)   Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D)   Integrating all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operationsE) All of the above
F) None of the above

Question 15

In the past, departments made decisions independent of each other.

Accepted Answer

A) True 
 B)False  True

Question 16

Which of the following processes focuses on the entire customer order process and operates across functional departments?

Accepted Answer

A)   Order to delivery process
B)   Customer billing process
C)   Customer loan process
D)   All of the choices are correctE) A) and D)
F) B) and C)

Question 17

What does customer relationship management involve?

Accepted Answer

A)   Analyzing and redesigning workflow within and between enterprises
B)   Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
C)   Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D)   Integrating all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operationsE) None of the above
F) All of the above

Question 18

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Accepted Answer

A)   Plan
B)   Source
C)   Deliver
D)   ReturnE) B) and D)
F) B) and C)

Question 19

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 20

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Accepted Answer

A)   CRM reporting technologies
B)   CRM analyzing technologies
C)   CRM processing technologies
D)   CRM predicting technologiesE) None of the above
F) All of the above D

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

What is supply chain management (SCM) ?

Correct AnswerverifiedShow Answer

Summarize why CRM must be embraced on an enterprise-wide level, along with the types of things an organization can determine when using a CRM system.

Correct AnswerverifiedIf an organization does not embrace CRM ...View AnswerShow Answer

The accounting and finance department performs processes such as creating financial statements, paying accounts payables, and collecting accounts receivables. What form of processes do these represent?

Correct AnswerverifiedB

Which of the following can a customer use to contact an organization?

Correct AnswerverifiedShow Answer

What integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations?

Correct AnswerverifiedShow Answer

In the basic supply chain, source refers to building relationships with suppliers to procure raw materials.

Correct AnswerverifiedShow Answer

RFM stands for Regency, Frequency, and Monetary.

Correct AnswerverifiedShow Answer

What is customer relationship management (CRM) ?

Correct AnswerverifiedShow Answer

SCM systems create the integrations or tight process and information linkages between all participants in the supply chain.

Correct AnswerverifiedShow Answer

Which of the following is not one of the three phases in the evolution of CRM?

Correct AnswerverifiedShow Answer

Which of the following is not one of the five basic components of supply chain management?

Correct AnswerverifiedShow Answer

Plan, source, make, deliver, and return are the five basic supply chain management components.

Correct AnswerverifiedShow Answer

Identify how an organization can use business process reengineering to improve its business.

Correct AnswerverifiedCompanies frequently strive to improve t...View AnswerShow Answer

What does supply chain management involve?

Correct AnswerverifiedShow Answer

In the past, departments made decisions independent of each other.

Correct AnswerverifiedTrue

Which of the following processes focuses on the entire customer order process and operates across functional departments?

Correct AnswerverifiedShow Answer

What does customer relationship management involve?

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Correct AnswerverifiedShow Answer

The evolution of CRM is reporting, analyzing, and predicting.

Correct AnswerverifiedShow Answer

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Correct AnswerverifiedD

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If an organization does not embrace CRM ...
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B

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Companies frequently strive to improve t...
View Answer

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True

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D