ITM100 CHAPTER 9 QUIZ
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Questions and Answers

Which of the following is a part of the human resources processes supported by enterprise systems?

  • Customer relationship management
  • Project management
  • Workforce planning (correct)
  • Supply chain management

    • Which process is supported by enterprise systems for sales and marketing?

  • Inventory management
  • Material requirements planning
  • Order processing (correct)
  • Quality control

    • Which financial and accounting process is typically supported by enterprise systems?

  • Customer service management
  • Product design and development
  • Supply chain optimization
  • Cash management and forecasting (correct)

    • Which manufacturing and production process is facilitated by enterprise systems?

    <p>Inventory management</p> Signup and view all the answers

    Which company is the undisputed global market leader in cloud-based CRM systems?

    <p>Salesforce.com</p> Signup and view all the answers

    Which enterprise software vendor offers SAP S/4HANA Cloud for large companies?

    <p>SAP</p> Signup and view all the answers

    Which enterprise software vendor offers SAP Business ByDesign and SAP Business One for medium-sized and small businesses?

    <p>SAP</p> Signup and view all the answers

    Which company offers the Dynamics 365 cloud version of its ERP and CRM software?

    <p>Microsoft</p> Signup and view all the answers

    Which smaller vendor offers cloud-based enterprise systems?

    <p>NetSuite</p> Signup and view all the answers

    Which enterprise software vendor features technology to monitor, track, and analyze social media activity on various sites including Facebook, LinkedIn, Twitter, and YouTube?

    <p>Salesforce.com</p> Signup and view all the answers

    Which enterprise application vendor has added business intelligence features to help managers obtain more meaningful information from the massive amounts of data these systems generate?

    <p>SAP</p> Signup and view all the answers

    Which technology enables SAP's enterprise applications to utilize in-memory computing?

    <p>HANA</p> Signup and view all the answers

    Which CRM software vendor offers tools to link data from social networks to their CRM software?

    <p>Salesforce.com</p> Signup and view all the answers

    Which type of businesses widely use Salesforce.com's service?

    <p>Small, medium-sized, and large enterprises</p> Signup and view all the answers

    Which type of vendors have capabilities for social media analytics along with campaign management tools for testing and optimizing both social and traditional web-based campaigns?

    <p>Business intelligence and analytics software vendors</p> Signup and view all the answers

    Which company was able to transform its business using a new cloud-based ERP system, as described in the text?

    <p>Versum Materials</p> Signup and view all the answers

    What is one of the capabilities integrated into CRM systems?

    <p>Minimizing repetitive interactions with customer service representatives</p> Signup and view all the answers

    What do Marketing CRM systems facilitate?

    <p>Direct-marketing campaigns</p> Signup and view all the answers

    What do CRM tools aid in managing and executing?

    <p>Marketing campaigns</p> Signup and view all the answers

    What do SCM systems require among multiple organizations?

    <p>Organizational changes and information sharing</p> Signup and view all the answers

    What may lead to operating problems and losses during the implementation of enterprise applications?

    <p>Insufficient understanding of required organizational change</p> Signup and view all the answers

    What do enterprise applications introduce in terms of dependence?

    <p>Dependence on a single vendor for upgrades and maintenance</p> Signup and view all the answers

    What do enterprise software vendors offer to address problems and increase flexibility?

    <p>Pared-down versions and fast-start programs</p> Signup and view all the answers

    How can companies save time and money when adopting enterprise applications?

    <p>By minimizing customizations</p> Signup and view all the answers

    What are enterprise application vendors becoming more of, in terms of integration?

    <p>Flexible, user-friendly, web-enabled, and mobile</p> Signup and view all the answers

    What do major enterprise software vendors offer for CRM, SCM, and ERP systems?

    <p>Enterprise solutions, suites, and cloud solutions</p> Signup and view all the answers

    What was the main issue faced by Procter & Gamble (P&G) in over 80 countries?

    <p>High inventories of Pampers disposable diapers due to supply chain issues</p> Signup and view all the answers

    What does supply chain planning software enable companies to do?

    <p>Adjust production and distribution plans in response to changes in customer orders</p> Signup and view all the answers

    What is the main function of demand planning in the supply chain?

    <p>Determines the amount of product needed to meet customer demands</p> Signup and view all the answers

    Which companies offer supply chain management solutions?

    <p>JDA Software, SAP, and Oracle</p> Signup and view all the answers

    What do supply chain execution systems, like Warehouse Management Systems (WMS), ensure?

    <p>Efficient product flow through distribution centers and warehouses</p> Signup and view all the answers

    How has internet technology improved supply chain coordination?

    <p>By enhancing integration and enabling collaboration among supply chain partners</p> Signup and view all the answers

    What complexities and challenges are presented by global supply chains?

    <p>Spanning greater distances, time differences, and varying performance standards and regulations across countries</p> Signup and view all the answers

    What do Sales Force Automation (SFA) modules in CRM systems help increase?

    <p>Sales productivity</p> Signup and view all the answers

    What does Customer Service modules in CRM systems improve the efficiency of?

    <p>Call centers and customer support staff</p> Signup and view all the answers

    How does improved access to customer information help call centers?

    <p>Handle more calls per day and decrease the duration of each call</p> Signup and view all the answers

    What do call centers and customer service groups achieve with improved access to customer information?

    <p>Greater productivity, reduced transaction time, and higher quality of service at lower cost</p> Signup and view all the answers

    What is the main benefit of Sales Force Automation (SFA) modules in CRM systems?

    <p>Enabling sales forecasting, territory management, and team selling</p> Signup and view all the answers

    What can happen if enterprise software customization is excessive?

    <p>System performance may degrade and information integration may be compromised</p> Signup and view all the answers

    To maximize benefits, what must companies do in relation to enterprise software?

    <p>Conform to the business processes defined by the enterprise software</p> Signup and view all the answers

    What percentage of the SAP ERP software did Tasty Baking Company plan to customize?

    <p>Less than 5%</p> Signup and view all the answers

    How many configuration tables does SAP ERP software have?

    <p>More than 3,000</p> Signup and view all the answers

    Which of the following companies is NOT listed as a leading enterprise software vendor?

    <p>Apple</p> Signup and view all the answers

    What do enterprise systems provide for better decision-making?

    <p>Firmwide information</p> Signup and view all the answers

    In which year did Coca-Cola use SAP to standardize and coordinate business processes in 200 countries?

    <p>Not mentioned in the text</p> Signup and view all the answers

    How do enterprise systems help firms respond to customer requests?

    <p>By integrating order, manufacturing, and delivery data</p> Signup and view all the answers

    What does the supply chain include?

    <p>Upstream (suppliers) and downstream (distribution to customers) portions</p> Signup and view all the answers

    What causes inefficiencies in the supply chain?

    <p>Inaccurate or untimely information</p> Signup and view all the answers

    What does the bullwhip effect in supply chain management cause?

    <p>Distorted demand information to ripple throughout the supply chain, leading to excess inventory and costs</p> Signup and view all the answers

    What do uncertainties in supply chain management lead to?

    <p>Excess inventory as a buffer for lack of flexibility and to satisfy customer demand</p> Signup and view all the answers

    Study Notes

    Enterprise Systems and Supply Chain Management

    • Enterprise software customization can degrade system performance and compromise information and process integration.
    • To maximize benefits, companies must conform to the business processes defined by enterprise software.
    • Tasty Baking Company deliberately planned to customize less than 5% of the SAP ERP software it implemented.
    • SAP ERP software has more than 3,000 configuration tables.
    • Leading enterprise software vendors include SAP, Oracle, IBM, Infor Global Solutions, and Microsoft.
    • Enterprise systems increase operational efficiency and provide firmwide information for better decision-making.
    • Coca-Cola used SAP to standardize and coordinate business processes in 200 countries.
    • Enterprise systems help firms respond rapidly to customer requests by integrating order, manufacturing, and delivery data.
    • The supply chain includes upstream (suppliers) and downstream (distribution to customers) portions.
    • Inefficiencies in the supply chain are caused by inaccurate or untimely information, leading to high operating costs.
    • The bullwhip effect in supply chain management causes distorted demand information to ripple throughout the supply chain, leading to excess inventory and costs.
    • Uncertainties in supply chain management lead to excess inventory as a buffer for lack of flexibility and to satisfy customer demand.

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