Question 1 What is a business process?
The analysis and redesign of workflow within and between enterprises
A standardized set of activities that accomplish a specific task, such as processing a customer's order
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
None of the above
Question 2 Customer relationship management involves managing all aspects of a customer's relationship with an organization.
True
False
Question 3 What is the purpose of business process reengineering?
To make all business processes the best-in-class
To make all employees the best-in-class
To make all business partners the best-in-class
All of the above
Question 4 Which of the following is not a valid way a CRM system can collect information?
Customer's personal computer
Order fulfillment system
Accounting system
Inventory system
Question 5 Supply chain strategy, supply chain partners, supply chain operation, and supply chain logistics are the four basic components of supply chain management.
True
False
Question 6 Supply chain management is a standardized set of activities that accomplish a specific task.
True
False
Question 7 What is CRM?
A strategy
A technology
Both a technology and a strategy
Neither a technology nor a strategy
Question 8 Progressive Insurance used CRM to revamp its insurance claims process.
True
False
Question 9 Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.
True
False
Question 10 Which of the following defines supply chain strategy?
The schedule for production activities including testing, packaging, and preparation for delivery
The product delivery processes and elements including orders, warehouses, carriers, defective product returns, and invoicing
The strategy for managing all the resources required to meet customer demand for all products and services
The partners chosen to deliver finished products, raw materials, and services including pricing, delivery, and payment processes along with partner relationship monitoring metrics
Question 11 What is enterprise resource planning?
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
Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
The analysis and redesign of workflow within and between enterprises
A standardized set of activities that accomplish a specific task, such as processing a customer's order
Question 12 Enterprise resource planning systems integrate all departments and functions throughout an organization into a single IT system.
True
False
Question 13 What is the key word in ERP?
Enterprise
Resource
Planning
All of the above
Question 14 Charles Schwab recouped the cost of a multimillion-dollar system in less than two years. What type of system was it?
Supply chain management
Customer relationship management
Enterprise resource planning
All of the above
Question 15 What is business process reengineering?
The analysis and redesign of workflow within and between enterprises
A standardized set of activities that accomplish as specific task, such as processing a customer's order
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
None of the above
Question 16 Which of the following defines supply chain logistics?
The strategy for managing all the resources required to meet customer demand for all products and services
The partners chosen to deliver finished products, raw materials, and services including pricing, delivery, and payment processes along with partner relationship monitoring metrics
The schedule for production activities including testing, packaging, and preparation for delivery
The product delivery processes and elements including orders, warehouses, carriers, defective product returns, and invoicing
Question 17 Which of the following can a customer use to contact an organization?
Telephone
Email
Web access
All of the above
Question 18 What type of system did Kaiser Permanente implement in order to improve and prolong the lives of diabetics?
Supply chain management
Customer relationship management
Enterprise resource planning
All of the above
Question 19 What does supply chain management involve?
The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency
The management of information flows between and among stages in a supply chain to maximize total supply chain costs
The management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability
None of the above
Question 20 Eddie Bauer has successfully used CRM to collect information through customer's transactions and analyze the information to determine the best way to market to each individual customer.
True
False
Question 21 Which of the following defines supply chain operation?
The product delivery processes and elements including orders, warehouses, carriers, defective product returns, and invoicing
The partners chosen to deliver finished products, raw materials, and services including pricing, delivery, and payment processes along with partner relationship monitoring metrics
The strategy for managing all the resources required to meet customer demand for all products and services
The schedule for production activities including testing, packaging, and preparation for delivery
Question 22 Business process reengineering is the analysis and redesign of workflow and between enterprises.
True
False
Question 23 Supply chain operaton is an approach for managing all the resources required to meet customer demand for all products and services.
True
False
Question 24 Which of the following is an organizational result from an effective and efficient supply chain management system?
Decrease the power of its buyers
Create entry barriers thereby reducing the threat of new entrants
Increase efficiencies while seeking a competitive advantage through cost leadership
All of the above
Question 25 Which company used BPR to change its industry by implementing a mobile claims process?
Saab
Charles Schwab
Progressive Insurance
Trek
Question 26 Supply chain management involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.
True
False
Question 27 All of the following are part of the four basic components of supply chain management, except:
Supply chain partners
Supply chain logistics
Supply chain strategy
Supply chain customers
Question 28 Wal-Mart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.
Manufacturing, distribution
Distribution, retail
Stores, distribution
Distribution, manufacturing
Question 29 Which of the following defines supply chain partners?
The schedule for production activities including testing, packaging, and preparation for delivery
The partners chosen to deliver finished products, raw materials, and services including pricing, delivery, and payment processes along with partner relationship monitoring metrics
The product delivery processes and elements including orders, warehouses, carriers, defective product returns, and invoicing
The strategy for managing all the resources required to meet customer demand for all products and services
Question 30 A business process is the analysis and redesign of workflow within and between enterprises.
True
False
Question 31 Match the following strategic initiatives with their definition.
1. Supply Chain Management = Involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.
2. Customer Relationship Management = Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
3. Business Process Reengineering = Involves the analysis and redesign of workflow within and between enterprises.
4. Enterprise Resource Planning = Involves the integration of 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.
