Chapter 7, 8, 9

What is supply chain management (SCM)?
the management of information flows between and among activities in a supply chain
to maximize total supply chain effectiveness and corporate profitability
In which of the five basic supply chain activities do you prepare to manage all resources
required to meet demand?
plan
In which of the five basic supply chain activities do you manufacture products and
create production schedules?
make
In which of the five basic supply chain activities do you plan for the transportation of
goods to customers?
deliever
Who are the primary users of SCM systems?
customers, resellers, partners, suppliers, and distributors
What is inventory cycle time?
the time it takes to manufacture a product and deliver it to the retailer
What is customer order cycle time?
the agreed upon time between the purchase of a product and the delivery of the
product
What is inventory turnover?
the frequency of inventory replacement
Which of the following questions can logistics help a company answer?
What quantity of raw materials should we purchase to minimize spoilage?

B. How can we guarantee that our raw materials meet production needs?

C. At what price can we purchase materials to guarantee profitability?

D. What path should the vehicles follow when delivering the goods?

D
Which of the following questions can materials management help a company answer?
What are our current inventory levels?

B. What items are running low in the warehouse?

C. What items are at risk of spoiling in the warehouse?

D. All of these are correct.

D
Which of the following questions can materials management help a company answer?
What are our current inventory levels?

B. What items are running low in the warehouse?

C. What items are at risk of spoiling in the warehouse?

D. All of these are correct.

D
What is computer-aided design/computer-aided manufacturing (CAD/CAM)?
systems used to create the digital designs and then manufacture the products
What is an RFID’s electronic product code?
serialization or the ability to track individual items by using the unique serial number
associated with each RFID tag
What is customer relationship management (CRM)?
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
Which of the following is not a valid way that a CRM system can collect information?
customer’s personal computer
Which of the following is a common customer service CRM metric?
average time to resolution
Which of the following operational CRM technologies does the sales department
typically use?
sales management, contact management, opportunity management
Which of the following operational CRM technologies does the marketing department
typically use?
contact center, web-based self-service, call scripting
Which of the following operational CRM technologies does the customer service
department typically use?
contact center, web-based self-service, call scripting
What guides users through marketing campaigns by performing such tasks as campaign
definition, planning, scheduling, segmentation, and success analysis?
campaign management system
What is McDonald’s performing when it asks its customers if they would like to
super-size their meals?
up-selling
What maintains customer contact information and identifies prospective customers for
future sales?
contact management CRM system
What targets sales opportunities by finding new customers or companies for future
sales?
opportunity management system
What is a contact center or call center?
a place where customer service representatives answer customer inquiries and solve
problems, usually by email, chat, or phone
What is web-based self-service?
customers use the web to find answers to their questions or solutions to their
problems
What is the primary difference between contact management and opportunity management?
Contact management deals with existing customers; opportunity management deals with new customers.
What is automatic call distribution?
automatically dials outbound calls and when someone answers, the call is forwarded
to an available agent
What occurs when a website can know enough about a person’s likes and dislikes that it
can fashion offers that are more likely to appeal to that person?
website personalization
What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for
different projects?
supplier relationship management
What is enterprise resource planning (ERP)?
the 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
What are the primary business benefits of an ERP system?
forecasting, planning, purchasing, material management, warehousing, inventory,
and distribution
Which ERP component can help an organization determine such things as the
identification of individuals who are likely to leave the company unless additional
compensation or benefits are provided?
human resource components
Which extended ERP component collects information used throughout an organization,
organizes it, and applies analytical tools to assist managers with decisions?
business intelligence
What is the systems development life cycle?
the overall process for developing information systems from planning and analysis
through implementation and maintenance
Which of the following does a project manager perform?
A. defines and develops the project plan

B. tracks the plan to ensure all key project milestones are completed on time

C. expert in project planning and management

D. All of these are correct.

D
What is the project scope?
a description of the business need (the problem the project will solve) and the
justification, requirements, and current boundaries for the project
What is a business requirement?
the specific business requests the system must meet to be successful
What is process modeling?
a graphical representation of the processes that capture, manipulate, store, and
distribute information between a system and its environment
In which phase establishes a high-level plan of the intended project and determines
project goals ?
planning phase
In which phase does the firm analyze its end-user business requirements and refine
project goals into defined functions and operations of the intended system?
analysis phase
In which phase is the descriptions of the desired features and operations of the system
including screen layouts, business rules, process diagrams, pseudo code, and other
documentation
design phase
Which phase takes all the detailed design documents from the design phase and
transforms them into the actual system?
development phase
Which phase brings all the project pieces together into a special testing environment to
eliminate errors and bugs and verify that the system meets all the business requirements
defined in the analysis phase?
testing phase
What verifies that separate systems can work together passing data back and forth
correctly?
integration testing
What determines if the system satisfies the user and business requirements?
user acceptance testing
What is the implementation phase in the SDLC?
Involves placing the system into production so users can
begin to perform actual business operations with the system.
Which phase involves performing changes, corrections, additions, and upgrades to
ensure the system continues to meet its business goals ?
maintenance phase
What is an activity-based process in which each phase in the SDLC is performed
sequentially from planning through implementation and maintenance?
waterfall methodology
What consists of a series of tiny projects?
iterative development
Which methodology aims for customer satisfaction through early and continuous delivery of
useful software components developed by an iterative process with a design point that uses
the bare minimum requirements?
agile methodology
What is the number one reason that IT projects fall behind schedule or fail?
unclear or missing business requirements
Which of the following is a characteristic of a successful project?
All of these are correct.
What are the three primary variables (or triple constraints) in any project?
time, cost, scope
Who is the person or group who provides the financial resources for the project?
executive sponsor
What is a large computer network usually spanning a city?
metropolitan area network (MAN)
What spans a large geographic area such as a state, province, or country, similar to the Internet?
wide area network (WAN)
LANs, WANs, and MANs all provide users with an accessible and reliable network infrastructure. Which of the below are the most important network differentiating dimensions?
cost and performance
Which of the choices below offers an example of a LAN?
college campus
The Internet is a hierarchical structure linking different levels of service providers whose millions of devices supply all the interconnections. The three levels outlined in the book from the top down include <>.
national service provider (NSP), regional service provider (RSP), and internet service provider (ISP)
What measures network performance by the maximum amount of data that can pass from one point to another in a unit of time?
bandwidth
What is a device that enables a computer to transmit and receive data?
modem
What is a file transfer protocol (FTP)?
a simple network protocol that allows the transfer of files between two computers on the Internet
Which domain is reserved for accredited postsecondary institutions?
.edu
Why would a company use an intranet?
Intranets are used for business operations and management.

Intranets are used for communications and collaboration.

Intranets are used for web publishing.

Which of the statements below is not accurate in reference to mobile and wireless computing?
Wireless technology is any type of operation accomplished with the use of a hard-wired connection.
What is Bluetooth?
a wireless PAN technology that transmits signals over short distances among cell phones, computers, and other devices
What is an ISP ?
Internet service provider is a company that provides access to the Internet for a monthly fee.
What is a means by which portable devices can connect wirelessly to a local area network, using access points that send and receive data via radio waves?
wireless fidelity (WI-FI)
What are areas around access points where users can connect to the Internet via Wi-Fi?
hotspots
Why do we use satellite communications?
A. cell phones

B. mobile base stations

C. satellite dish receivers

D. All of these are correct.

D
A global positioning system (GPS) <>
provides extremely accurate position, time, and speed, using a satellite-based navigation system
Which business application consists of hardware, software, and data that provide location information for display on a multidimensional map?
geographic information systems
What is geocache?
a GPS technology adventure game that posts the longitude and latitude location for an item on the Internet for users to find
Which of the following uses both GIS and GPS?
A. navigation

B. wireless advertising

C. vehicle location

D. All of these are correct.

D
What is the conversion of IP addresses that identifies labels that use a variety of recognizable naming conventions?
Domain name system
Which of the following allows high-speed digital data transmission over standard telephone lines?
digital subscriber line
(DSL)