ࡱ> LNKy n&bjbj .4{{n ",9tNNNNN)))8888888$:E=~8 ))  8NN8TTT .NN8T 8TTn"6f8NR::*7 8809J7=t=@f8=f8$)"KTcw)))88>)))9    =))))))))) : Best Problems and Solutions Chapter 11 Multiple Choice Questions Which of the following is a phase of implementing an ERP system? (Choose all that apply.) Feasibility study Requirements analysis Prototype development Operations and maintenance In a manufacturing firm, which of the following isnt an information flow in an SCM system? Product Customer Information Finances Which of the following is a key decision in supply chain management for manufacturing? (Choose all that apply.) Location Inventory Production Financing Marketing strategies in a CRM system focus on which of the following? Transactions Operational efficiency Long-term customer relationships Push technologies Which of the following isnt a category of ERP applications? Collaborative filtering E-commerce Back end Front end True/False Questions The key step in the vendor selection phase of ERP implementation is developing selection criteria. True or False? EDI takes place over VPNs only and cant be used over the Internet. True or False? ERP applications for accounting and human resources are considered back-end applications. True or False? Salesforce automation is a common feature of CRM software packages. True or False? Collaborative filtering is useful for making recommendations across unrelated categories. True or False? Solutions to Multiple Choice and True/False Questions A,B,C,D C A,B,C C B,C,D TRUE FALSE TRUE TRUE FALSE Projects Answers to projects will vary. Go to the Salesforce Web site at www.salesforce.com. What are some applications and services this company offers? What are some unique features of these products? Who are some of this companys competitors? Go to www.salesforce.com/customers/communications-media/case-studies/cars.jsp, and review some case studies on CRM. Write a one-page paper discussing three advantages of using CRM systems in these cases. Go to www-01.ibm.com/software/success/cssdb.nsf/industrytsL2VW?OpenView&Count=30&RestrictToCategory=gicss67sap_ConsumerProducts&cty=en_us, and read some case studies on ERP. Write a one-page paper discussing three advantages of using ERP systems in these cases. Write a two-page report on how the Internet is used in SCM systems. What are some challenges that must be overcome? Write a two-page report explaining how e-procurement is used in SCM systems. What types of organizations might benefit from e-procurement? List some vendors that provide e-procurement services. Write a two-page report on the advantages and disadvantages of collaborative planning, forecasting and replenishment (CPFR). Write a two-page report on features in CRM software for developing a CRM system. Include a discussion of the differences between an on-premise CRM system versus a Web-based CRM system. Write a two-page report outlining the advantages and disadvantages of personalization technology. In addition to Amazon and Google, what other companies use it to improve customer service? Write a two-page report outlining the disadvantages of ERP systems and explaining possible solutions for minimizing these problems. Go to www-01.ibm.com/software/success/cssdb.nsf/CS/STRD-7N2M2M?OpenDocument&Site=software&cty=en_us, and summarize the advantages of using this ERP system. Review Questions List some functions that an SCM system can coordinate. AnswerAn SCM system coordinates the following functions: Procuring materials (can include resources and information, for example, in service organizations). Transforming materials into intermediate and finished products or services. Distributing finished products or services to customers. What is the role of electronic data interchange in supply chain management? AnswerElectronic data interchange (EDI) enables business partners to send and receive information on business transactions. EDI expedites delivering accurate information in the following processes, for example: Transaction acknowledgments Financial reporting Invoice and payment processing Order status Purchasing Shipping and receiving Inventory management and sales forecasting What are some SCM activities that Internet-enabled SCM can improve? AnswerThe following are some of the SCM activities that Internet-enabled SCM can improve: Purchasing/procurement: Purchasing and paying for goods and services online, bargaining and renegotiating prices and term agreements, using global procurement strategies Inventory management: Providing real-time stock information, replenishing stock quickly and efficiently, tracking out-of-stock items Transportation: Customers using the Internet for shipping and delivery information Order processing: Checking order placement and order status, improving the speed and quality of order processing, handling returned goods and out ofstock notifications to customers What services do e-distributors offer in the B2B business model? AnswerAn e-distributor might offer a catalog containing a variety of hardware and software products so that a network administrator can order all the equipment and applications needed for an organizations network instead of purchasing components from several different vendors. Another common offering from e-distributors is maintenance, repair, and operations (MROs) services; a company can purchase an MRO package that might include services from different vendors, but the e-distributor coordinates them into one package for customers. What is a reverse auction? AnswerA reverse auction invites sellers to submit bids for products and services. In other words, theres one buyer and many sellers: a many-to-one relationship. The buyer can choose the seller that offers the service or product at the lowest price. Describe how some IT tools and technologies are used in a CRM system. AnswerSeveral IT tools discussed throughout this book are used to improve customer service. For example, e-mail, the Internet, Web portals, and automated call centers have played a major role in CRM systems. E-commerce sites use e-mail to confirm items purchased, confirm shipping arrangements, and send notifications on new products and services. Web portals and extranets, such as FedEx.com, allow customers to perform tasks such as checking the status of shipments and arranging a package pickup. Database systems, data warehouses, and data-mining tools are effective in tracking and analyzing customers buying patterns, which helps businesses meet customers needs. Explain the difference between personalization and customization. AnswerPersonalization is the process of satisfying customers needs, building customer relationships, and increasing profits by designing goods and services that meet customers preferences better. It involves not only customers requests, but also the interaction between customers and the company. Customization allows customers to modify the standard offering, such as selecting a different home page to be displayed each time you open your Web browser. How does collaborative filtering work? AnswerCollaborative filtering (CF) searches for specific information or patterns, using input from multiple business partners and data sources. It identifies groups of people based on common interests and recommends products or services based on what members of the group purchased or didnt purchase. How does knowledge management improve customer service? AnswerKnowledge management plays a key role in the success of a CRM system because it helps businesses use their knowledge assets to improve customer service and productivity, reduce costs, and generate more revenue. What is an enterprise resource planning system? AnswerEnterprise resource planning (ERP) is an integrated system that collects and processes data and manages and coordinates resources, information, and functions throughout an organization. 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