Question 1

What form of processes include loan processing for a bank, claims processing for an insurance company, reservation processing for a hotel, and baggage handling for an airline?

Accepted Answer

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

Question 2

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) B) and C)
F) None of the above

Question 3

What is an organization performing when it asks questions such as "why was revenue so high"?

Accepted Answer

A)   CRM reporting technologies
B)   CRM analyzing technologies
C)   CRM processing technologies
D)   CRM predicting technologiesE) C) and D)
F) B) and D)

Question 4

In the basic supply chain, return refers to supporting customers and product returns.

Accepted Answer

A) True 
 B)False

Question 5

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) None of the above
F) A) and B)

Question 6

In the basic supply chain, source refers to planning for transportation of goods to customers.

Accepted Answer

A) True 
 B)False

Question 7

Business-facing processes or back-office processes are invisible to the external customer but essential to the effective management and operation of the business.

Accepted Answer

A) True 
 B)False

Question 8

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

Accepted Answer

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

Question 9

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

Accepted Answer

A) True 
 B)False

Question 10

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 theseE) C) and D)
F) A) and D)

Question 11

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

What does supply chain management involve?

Accepted Answer

A)   The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency
B)   The management of information flows between and among stages in a supply chain to maximize total supply chain costs
C)   The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
D)   None of theseE) A) and B)
F) A) and C)

Question 14

Enterprise resource planning (ERP) integrates 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.

Accepted Answer

A) True 
 B)False

Question 15

There are three phases in the evolution of CRM: (1)  reporting, (2)  analyzing, and (3)  predicting. What do CRM predicting technologies help organizations accomplish?

Accepted Answer

A)   Make predictions regarding customer behavior such as which customers are at risk of leaving
B)   Segment their customers into categories such as best and worst customers
C)   Identify their customers across other applications
D)   All of theseE) A) and C)
F) B) and C)

Question 16

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Accepted Answer

A) True 
 B)False

Question 17

Which of the below business processes would you find in the marketing and sales division?

Accepted Answer

A)   Ordering inventory
B)   Enrolling employees in health care benefits
C)   Promoting of discounts
D)   Creating financial statementsE) All of the above
F) A) and C)

Question 18

Which of the following is an organizational result from an effective and efficient supply chain management system?

Accepted Answer

A)   Decrease the power of its buyers
B)   Create entry barriers thereby reducing the threat of new entrants
C)   Increase efficiencies while seeking a competitive advantage through cost leadership
D)   All of theseE) All of the above
F) None of the above

Question 19

What is the analysis and redesign of workflow within and between enterprises?

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 20

Walmart and Procter & Gamble (P&G)  implemented a tremendously successful SCM system. The system linked Walmart's ________ centers directly to P&G's ________ centers.

Accepted Answer

A)   Manufacturing, distribution
B)   Distribution, manufacturing
C)   Stores, distribution
D)   Distribution, storesE) B) and C)
F) C) and D)

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

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

Correct AnswerverifiedShow Answer

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's ________ centers directly to P&G's ________ centers.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is an organizational result from an effective and efficient supply chain management system?

Correct AnswerverifiedShow Answer

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Correct AnswerverifiedShow Answer

In the basic supply chain, return refers to supporting customers and product returns.

Correct AnswerverifiedShow Answer

There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Back-office operations deal directly with the customer.

Correct AnswerverifiedShow Answer

Business-facing processes or back-office processes are invisible to the external customer but essential to the effective management and operation of the business.

Correct AnswerverifiedShow Answer

What is an organization performing when it asks questions such as "why was revenue so high"?

Correct AnswerverifiedShow Answer

In the basic supply chain, source refers to planning for transportation of goods to customers.

Correct AnswerverifiedShow Answer

What does supply chain management involve?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Enterprise resource planning (ERP) integrates 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.

Correct AnswerverifiedShow Answer

Which of the below business processes would you find in the marketing and sales division?

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

Correct AnswerverifiedShow Answer

What form of processes include loan processing for a bank, claims processing for an insurance company, reservation processing for a hotel, and baggage handling for an airline?

Correct AnswerverifiedShow Answer

What is the analysis and redesign of workflow within and between enterprises?

Correct AnswerverifiedShow Answer

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

Correct AnswerverifiedShow Answer

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Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's centers directly to P&G's centers.

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