Class 6

Question 1

What are Enterprise Systems?

Answer 1

Systems that allow companies to integrate information across operations on a company-wide basis

Also known as Enterprise Resource Planning (ERP) systems.

Question 2

What is Value Chain Analysis?

Answer 2

A process of analyzing an organization’s activities to determine where value is added to products and/or services and what costs are incurred in doing so.

Question 3

What are the primary activities of a Business Value Chain?

Answer 3

• Inbound Logistics
• Operations/Manufacturing
• Outbound Logistics
• Marketing and Sales
• Customer Service

Question 4

What are the support activities of a Business Value Chain?

Answer 4

• Infrastructure
• Human Resources
• Technology Development
• Procurement

Question 5

What is the difference between upstream and downstream flows?

Answer 5

Upstream flow is information received from another organization; downstream flow is information sent to another organization.

Question 6

What is Supply Chain Management (SCM)?

Answer 6

Processes and procedures used to ensure the delivery of goods and services to customers at the lowest cost while providing the highest value.

Question 7

What is the difference between Supply Chain and Supply Network?

Answer 7

Supply Chain focuses on the flow of materials, services, and information; Supply Network emphasizes the interconnectedness of various supply chains.

Question 8

What is the difference between Push- and Pull-Based Supply Chain Models?

Answer 8

• Push-based model: Based on forecasts of demand, products are pushed to customers
• Pull-based model: Driven by actual customer orders or purchases

Question 9

What are the two types of CRM?

Answer 9

• Operational CRM
• Analytical CRM

Question 10

What does Analytical CRM focus on?

Answer 10

Analyzing customer data generated by operational CRM applications to improve business performance.

Question 11

True or False: SCM applications operate on downstream information flows.

Answer 11

False

Question 12

What are the major CRM software vendors?

Answer 12

• Oracle
• SAP
• Salesforce.com
• Microsoft Dynamics CRM

Question 13

What are the capabilities of CRM software?

Answer 13

• Sales Force Automation
• Customer Service
• Marketing

Question 14

What does the Value Chain model highlight?

Answer 14

Specific activities in the business where competitive strategies can best be applied.

Question 15

What are the two common system applications that result from a business value chain analysis?

Answer 15

• Supply chain management systems
• Customer relationship management systems