ERP, CRM, SCM Flashcards
What is the ‘expenditure cycle’?
Supply Chain
Which technology is not directly involved in the expenditure cycle?
CRM
What is used to identify the system of interest?
Context diagram
A cost leadership strategy would indicate that:
a.
suppliers who can provide goods of suitable quality at a lower price should be selected.
b.
suppliers who can provide goods at the lowest price should be selected.
c.
suppliers who can provide goods at a lower price and the longest settlement period should be selected.
a. suppliers who can provide goods of suitable quality at a lower price should be selected.
What is RFID?
Radio Frequency Identification:
Uses radio waves to track and identify objects or individuals. Helps with inventory counts and management.
What is a customer-touching application?
Company interacts with customers through a DEVICE or ONLINE INTERFACE (ie technology)
eg email, automated response, FAQs, personalised webpages
Which of the following is NOT a module in Enterprise Resource Planning systems?
Manufacturing and production module
HR
CRM
E-Business/E-commerce
Inventory
Business Intelligence
Production Planning
SCM
Customer Service
Accounting and finance
Customer Service
What is customer churn?
The LOSS of customers or clients.
Churn rate = % of customers that stopped using a company’s product during a certain time frame
What are NOT benefits of CRM?
a. understanding customer needs
b. anticipation of customer needs
c. higher customer churn
d. better communication
e. better customer retention
f. better protection of data privacy
g. higher competition among customers
c and g
What is the correct step process of CRM?
a. segmentation
b. acquiring
c. retaining
d. supporting
e. churning unprofitable customers
b d a c e
What are the 2 components of CRM systems?
Operational (touch points) and Analytical (consolidate data)
Operational: Comprised of customer-facing and customer-touching applications.
Provides a 360-degree view of each customer
Analytical: Comprised of data mining, decision support, business intelligence, and online analytical processing (OLAP).
Provides business intelligence by analysing customer behaviours and perceptions
What is a customer-facing application?
When a human representative of the company interacts with customers directly
eg sales rep, physical marketing campaign, front desk customer service and support.
Many organisations have dedicated customer interaction centres (CICs) to execute this.
What is a pull supply chain strategy?
Manufacturing is done just in time and is initiated by the retailer
Production and distribution is DEMAND DRIVEN
What is a push supply chain strategy?
The amount of product manufactured is estimated based on historical demand/demand projections and is ‘pushed’ to the retailer before customers begin purchasing
Production and distribution is FORECAST DRIVEN and independent of demand
What are the cons of a push SC system?
- Slow to respond to changes in demand
- Can cause bottlenecks or overstocking
