Management Information Systems Chapter 9
40 Questions
0 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What component is typically included in comprehensive CRM packages for managing employee performance?

  • Sales prospect management
  • Leads integration
  • Customer service requests
  • Performance-based compensation (correct)

    • Which tool is primarily associated with Operational CRM?

  • Sales forecasting models
  • Marketing automation (correct)
  • Advanced predictive analytics
  • Customer lifetime value analysis

    • What is the function of Partner Relationship Management (PRM) within CRM software?

  • Handling customer service requests
  • Generating leads and managing pricing (correct)
  • Analyzing sales data trends
  • Training employees on performance metrics

    • Which of the following best describes Analytical CRM?

    <p>Utilizes customer touch points for analysis</p> Signup and view all the answers

    What is a primary feature of Sales Force Automation (SFA) in CRM systems?

    <p>Generating sales quotes</p> Signup and view all the answers

    Which of the following is NOT a typical tool included in CRM packages?

    <p>Sales training modules</p> Signup and view all the answers

    What does Operational CRM primarily support?

    <p>Customer-facing applications</p> Signup and view all the answers

    Which CRM component analyzes customer data using techniques like OLAP and data mining?

    <p>Analytical CRM</p> Signup and view all the answers

    What is one of the business values of CRM systems?

    <p>More effective marketing</p> Signup and view all the answers

    What does the churn rate indicate for a company?

    <p>The growth or decline of the firm's customer base</p> Signup and view all the answers

    What is a challenge associated with enterprise applications?

    <p>High costs and potential cost overruns</p> Signup and view all the answers

    What does Social CRM use to enhance its capabilities?

    <p>Social networking technologies</p> Signup and view all the answers

    What is one aspect of next-generation enterprise applications?

    <p>Cloud-based solutions</p> Signup and view all the answers

    Which of the following is NOT a characteristic of business intelligence included in enterprise applications?

    <p>Rigid reporting tools</p> Signup and view all the answers

    What is a common issue faced when implementing enterprise applications?

    <p>Data standardization and cleansing</p> Signup and view all the answers

    Why are many enterprise application projects delayed?

    <p>Long development times and cost overruns</p> Signup and view all the answers

    What is a primary benefit of enterprise systems?

    <p>Provide firm-wide information to support decision making</p> Signup and view all the answers

    Which part of the supply chain focuses on the procurement of materials?

    <p>Upstream supply chain</p> Signup and view all the answers

    What is the bullwhip effect in supply chain management?

    <p>A distortion of product demand information as it moves through the supply chain</p> Signup and view all the answers

    What strategy allows components to arrive exactly when needed?

    <p>Just-in-time strategy</p> Signup and view all the answers

    What is a primary role of supply chain planning systems?

    <p>To model existing supply chain and enable demand planning</p> Signup and view all the answers

    How much of a company's operating expenses can be wasted due to inefficiencies in the supply chain?

    <p>Up to 25 percent</p> Signup and view all the answers

    What does safety stock represent in supply chain management?

    <p>A buffer for lack of flexibility in the supply chain</p> Signup and view all the answers

    Which of the following describes the function of supply chain execution systems?

    <p>To manage the flow of products through distribution centers</p> Signup and view all the answers

    What characterizes a push-based supply chain model?

    <p>Manufacturing occurs before customer orders are received.</p> Signup and view all the answers

    Which of the following is a benefit of implementing supply chain management (SCM) systems?

    <p>Improved delivery service to customers.</p> Signup and view all the answers

    How does the internet impact supply chains?

    <p>It enables concurrent supply chain adjustments.</p> Signup and view all the answers

    What is a primary function of Customer Relationship Management (CRM) systems?

    <p>Integrating and analyzing customer data across the organization.</p> Signup and view all the answers

    Which statement accurately differentiates a pull-based model from a push-based model?

    <p>Pull-based models respond to actual customer orders only.</p> Signup and view all the answers

    What role do supply chain costs play in a firm's operating budget?

    <p>They can represent up to 75 percent of the operating budget.</p> Signup and view all the answers

    What is one outcome of improving delivery service through SCM?

    <p>Increased customer satisfaction and sales.</p> Signup and view all the answers

    What is a key feature of the demand-driven supply chain?

    <p>It allows for immediate adjustments based on customer orders.</p> Signup and view all the answers

    What is another name for enterprise systems?

    <p>Enterprise resource planning systems</p> Signup and view all the answers

    How do enterprise systems facilitate internal business activities?

    <p>By providing immediate data availability across processes</p> Signup and view all the answers

    Which of the following is NOT a function that enterprise software typically includes?

    <p>Customer service management</p> Signup and view all the answers

    What is the primary role of predefined business processes in enterprise software?

    <p>To reflect best practices in various business functions</p> Signup and view all the answers

    What is the first step a firm should take when implementing enterprise software?

    <p>Select and map the business processes to employ</p> Signup and view all the answers

    What advantage do enterprise systems provide regarding data?

    <p>Data is centralized and accessible throughout the organization</p> Signup and view all the answers

    How can companies customize their enterprise software during implementation?

    <p>By mapping existing business processes to software processes</p> Signup and view all the answers

    Which of the following describes a challenge associated with enterprise applications?

    <p>They often require significant time and resource investment</p> Signup and view all the answers

    Study Notes

    Management Information Systems: Chapter 9 - Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

    • Enterprise Systems (ERP): Also known as enterprise resource planning systems. Based on integrated software modules and a common central database. Collects data from various firm divisions for internal business activities. Information entered in one process is immediately accessible by other processes within the firm.

    • Learning Objectives: This chapter covers how enterprise systems support operational excellence, supply chain coordination, customer intimacy, enterprise application challenges, and the role of MIS in a career. Specific learning objectives are detailed in the provided text, including topics like supply chain management systems, customer relationship management systems, and challenges faced by enterprise applications.

    • Enterprise Software: Built on predefined business processes that reflect best practices (e.g., finance, human resources, manufacturing, sales). Firms select desired functionalities, map their business processes to the software's processes, and customize the software to their specific needs using configuration tables.

    • Business Value of Enterprise Systems: Increase operational efficiency, provide firm-wide information for better decision-making, enable fast responses to customer requests, incorporate analytical tools for evaluating firm performance and improving decision-making.

    • The Supply Chain: A network of organizations and processes that handle procuring materials, transforming materials into products, and distributing the products. This chapter defines upstream, downstream, and internal supply chain components.

    • Nike's Supply Chain (Figure 9.2): Illustrates the components and interactions in a real-life supply chain example. Includes various tiers of suppliers, distributors, retailers, and the customer. Shows the flow of information between entities regarding capacity, inventory, delivery schedules, and payments.

    • Supply Chain Management (SCM): Aims to streamline operations and reduce costs by improving supply chain efficiency. Techniques like Just-in-Time (JIT) strategy are key concepts for making supply chains more efficient. The bullwhip effect (Figure 9.3) describes how information distortion about product demand can increase through supply chain.

    • Supply Chain Management Software: This type of software encompasses supply chain planning systems used to model the current supply chain, optimize sourcing, and manufacturing to satisfy demand, establish inventory levels effectively, and identify transportation modes. Additionally, supply chain execution systems exist to effectively manage the flow of products throughout distribution centers and warehouses.

    • Global Supply Chains and the Internet: Global supply chains come with challenges like greater geographical distances, time differences, diverse participants from different geographies with different legal requirements, and performance standards. Internet-based tools can help manage these complexities, including warehouse management, transportation management, logistics, and potentially through outsourcing.

    • Demand-Driven Supply Chains (Push-to-Pull): Push models (build-to-stock) use predicted demand, while pull models (demand-driven) rely on customer orders to trigger events within the supply chain. The Internet enables a move from sequential to concurrent supply chains. This leads to greater flexibility and responsiveness.

    • Customer Relationship Management (CRM): Used for improving interactions between firms and customers by efficiently gathering, managing, and analyzing customer data to enable firms to know and cater to the varied customer needs and preferences effectively. CRM systems collect, integrate, and consolidate customer data from various organizational silos. They distribute the information throughout the firm's various customer touch points. (Figure 9.6 presents some specific interactions).

    • Customer Relationship Management Software: CRM packages come in various forms from niche tools to enterprise-level applications. Comprehensive packages contain modules for managing partner interactions (PRM), tools to assess partner performances, and modules for employee interactions (ERM). CRM packages also support various functions like sales force automation, customer service management, and capturing data to inform marketing campaigns like cross-selling. (Figures 9.7, 9.8, 9.9, and 9.10 present more detail about how CRM works).

    • Analytical CRM Data Warehouse (Figure 9.10): Uses data gathered in various customer channels and systems to generate valuable insights. This data warehouse integrates with analytical tools to provide deeper insights like profitable customer identification, market segmentation, and other strategic information about customers.

    • Business Value of CRM Systems: Key positive outcomes include increased customer satisfaction, reduced direct-marketing costs, effective marketing strategies, reduced costs related to customer acquisition and retention, increased sales revenue, and understanding the firm's customer churn rate (number of customers who stop usage).

    • Enterprise Application Challenges: Finding ways to acquire the necessary software, implementing the software and addressing potential challenges in the processes of implementation, addressing business process changes, organizational learning challenges, cost of switching software vendors, and the necessity of managing, standardising, and cleansing data are vital considerations in this process.

    • Next-Generation Enterprise Applications: Modern enterprise applications are more flexible, web-based, adaptable, and integratable with other systems. Cloud-based options and mobile functionalities are available to businesses of different sizes. They are also likely to incorporate social networking, and social CRM tools, to better understand customer behaviours. The inclusion of Business Intelligence (BI) tools is also a common feature in today's enterprise applications.

    • Video Cases: The provided text references a Maersk video case (https://www.youtube.com/watch?v=KEC5DQqCykl) related to global shipping management systems.

    • Copyright Notice: Important legal information concerning the use and distribution of this material is included.

    Studying That Suits You

    Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

    Quiz Team

    Related Documents

    Management Information Systems: Managing the Digital Firm PDF

    Description

    Explore Chapter 9 of Management Information Systems, focusing on how enterprise applications achieve operational excellence and enhance customer intimacy. This chapter delves into the functionalities of ERP systems, supply chain management, and customer relationship management. Understand the challenges associated with enterprise applications and their significance in the field of MIS.

    More Like This

    Use Quizgecko on...
    Browser
    Open
    Browser
    Browser