Question 1

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 theseE) None of the above
F) A) and C)

Question 2

Which of the following represents an example of a technology that actually disrupts and slows workflow?

Accepted Answer

A)  Email
B)  Twitter
C)  Facebook
D)  All of theseE) B) and C)
F) A) and B)

Question 3

Business process reengineering is the analysis and redesign of workflow within and between enterprises.

Accepted Answer

A) True 
 B)False

Question 4

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Accepted Answer

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

Question 5

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) A) and D)
F) A) and B)

Question 6

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 7

In the basic supply chain, make refers to manufacturing products and creating production schedules.

Accepted Answer

A) True 
 B)False

Question 8

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 system.E) A) and B)
F) All of the above

Question 9

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?

Accepted Answer

A)  Existing customers are the best source of profitable and sustainable revenue growth.
B)  In the age of ebusiness, an organization is guaranteed a favorable customer base and satisfying them is easier than ever.
C)  Organizations cannot depend on using statistical analysis or value formulas such as recency, frequency, and monetary to gain insight into customer behavior or buying patterns.
D)  Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes.E) A) and D)
F) None of the above

Question 10

Which of the following processes would be found in the operations management department?

Accepted Answer

A)  Creating production schedules
B)  Communicating marketing campaigns
C)  Hiring employees
D)  Processing salesE) A) and B)
F) A) and C)

Question 11

What can effective and efficient supply chain management systems enable an organization to accomplish?

Accepted Answer

A)  Increase the power of its buyers.
B)  Increase its supplier power.
C)  Increase switching costs to increase the threat of substitute products or services.
D)  All of these.E) B) and C)
F) None of the above

Question 12

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) A) and B)
F) A) and C)

Question 13

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False

Question 14

What involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability?

Accepted Answer

A)  Business process reengineering
B)  Supply chain management
C)  Customer relationship management
D)  Enterprise resource planningE) A) and B)
F) A) and C)

Question 15

Why is CRM one of the most valuable assets a company can acquire?

Accepted Answer

A)  Since organizations have not been successful in implementing SCM systems, they have turned their resources towards CRM.
B)  CRM has proven to increase customer loyalty and retention and an organization's profitability.
C)  It is easy for a company to steal their competitors' loyal and devoted customers, therefore companies need a viable process for targeting competitor's customers.
D)  Without CRM it is impossible to effectively manage or cross-sell products to customers.E) None of the above
F) A) and D)

Question 16

Which of the following describes an ERP system?

Accepted Answer

A)  ERP systems provide a foundation for collaboration between departments.
B)  ERP systems enable people in different business areas to communicate.
C)  ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance.
D)  All of these.E) All of the above
F) C) and D)

Question 17

What is the difference between customer-facing processes and business-facing processes?

Accepted Answer

A)  Business-facing processes are front-office processes; customer-facing processes are back-office processes.
B)  Customer-facing processes are front-office processes; business-facing processes are back-office processes.
C)  Customer-facing processes are back-office processes; industry-specific customer-facing processes are back-office processes.
D)  Customer-facing processes are back-office processes; industry-specific customer-facing processes are front-office processes.E) A) and D)
F) C) and D)

Question 18

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) B) and C)
F) B) and D)

Question 19

What type of process includes order processing, customer service processing, sales processing, customer billing processing, and order shipping processing?

Accepted Answer

A)  Customer-facing processes.
B)  Business-facing processes.
C)  Industry-specific customer-facing processes.
D)  All of these.E) C) and D)
F) A) and B)

Question 20

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Accepted Answer

A) True 
 B)False

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

What is supply chain management (SCM) ?

Correct AnswerverifiedShow Answer

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?

Correct AnswerverifiedShow Answer

What involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability?

Correct AnswerverifiedShow Answer

Why is CRM one of the most valuable assets a company can acquire?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Back-office operations deal directly with the customer.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Correct AnswerverifiedShow Answer

RFM stands for Regency, Frequency, and Monetary.

Correct AnswerverifiedShow Answer

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Correct AnswerverifiedShow Answer

Which of the following represents an example of a technology that actually disrupts and slows workflow?

Correct AnswerverifiedShow Answer

What can effective and efficient supply chain management systems enable an organization to accomplish?

Correct AnswerverifiedShow Answer

Which of the following processes would be found in the operations management department?

Correct AnswerverifiedShow Answer

Which of the following describes an ERP system?

Correct AnswerverifiedShow Answer

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

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

In the basic supply chain, make refers to manufacturing products and creating production schedules.

Correct AnswerverifiedShow Answer

What type of process includes order processing, customer service processing, sales processing, customer billing processing, and order shipping processing?

Correct AnswerverifiedShow Answer

What is the difference between customer-facing processes and business-facing processes?

Correct AnswerverifiedShow Answer

Business process reengineering is the analysis and redesign of workflow within and between enterprises.

Correct AnswerverifiedShow Answer

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