exam 3

Question 1

Cross-functional enterprise systems cross the boundaries of traditional business functions in order to reengineer and improve vital business processes all across the enterprise

Answer 1

TRUE

Question 2

Partner relationship management software concentrates on the efficiency of a firm’s internal production, distribution, and financial processes.

Answer 2

FALSE

Question 3

_______________ is defined as the use of the Internet and other networks and information technologies to support electronic commerce, enterprise communication and collaboration, and Web-enabled business processes, both within a networked enterprise and with customers and business partners.

Answer 3

Electronic business

Question 4

Networked enterprises view _______________ systems as a strategic way to use IT to decentralize information resources.

Answer 4

cross-functional enterprise

Question 5

Instead of focusing on the information processing requirements of business functions, enterprise software focuses on supporting integrated clusters of _______________ involved in the operations of a business.

Answer 5

business processes

Question 6

CRM systems store customer account data in multiple specialized databases and then make it available throughout a company via Internet, intranet, or other network links.

Answer 6

FALSE

Question 7

Call center software helps customer service reps assist customers who are having problems with a product or service by providing relevant service data and suggestions

Answer 7

FALSE

Question 8

Managing the full range of the customer relationship involves two related objectives: (1) providing the organization and all customer-facing employees with a single, complete view of every customer at every touch and across all channels, and (2) providing _________________________.

Answer 8

customers with a single, complete view of the company and its extended channels

Question 9

_______________ systems store customer account data in common databases and then make it available throughout a company via Internet, intranet, or other network links.

Answer 9

Customer Relationship Management (CRM)

Question 10

CRM systems store customer account data in common databases and then make it available throughout a company via all the following, except: Internet, intranet, or other network links.

Answer 10

Catalogs

Question 11

E-commerce does not include such things as extranet access of inventory databases by customers and suppliers

Answer 11

FALSE

Question 12

Wholesale (B2B) electronic commerce relies on many different information technologies, most of which can be implemented on the Internet, the World Wide Web, corporate intranets, or extranets.

Answer 12

TRUE

Question 13

According to the text, which of the following choices correctly describes e-commerce?

Answer 13

Reliance on Internet-based technologies and e-commerce to accomplish marketing, discovery, transaction processing, and product and consumer service processes

Question 14

E-commerce includes all of the following except:

Answer 14

Acceptance of payments through ATM networks

Question 15

In a typical e-commerce process, _______________ notify suppliers of a new Request For Quote (RFQ) via e-mail.

Answer 15

back-office application servers

Question 16

Even information that is outdated, inaccurate, or hard to understand has meaning, usefulness, and value.

Answer 16

FALSE

Question 17

A new Web-based management tool known as a windshield displays critical information in an easy-to-read graphic format

Answer 17

FALSE

Question 18

The type of information required by decision makers in a company is directly related to the level of management decision making and the amount of _______________ in the decision situations they face.

Answer 18

structure

Question 19

Which of the following statements most accurately describes the operational level of management?

Answer 19

Composed of self-directed teams or supervisory managers who develop short-range plans, according to procedures and within the budgets and schedules established for the teams and other workgroups of the organization

Question 20

Decisions made at the tactical management level tend to be more:

Answer 20

semi-structured

Question 21

The process of performing an internal audit is quite different from the process of performing an external audit and requires fathering and assimilating info about the firms various product markets and customer relationships.

Answer 21

FALSE

Question 22

The Resource-Bases view asserts that resources are actually what helps a firm exploit opportunities and neutralize threats.

Answer 22

TRUE

Question 23

In developing the Internal Factor Evaluation Matrix, weights are company-based whereas ratings are industry-based.

Answer 23

FALSE

Question 24

The Internal Factor Evaluation Matrix is a summary step when conducting an internal strategic-management audit.

Answer 24

TRUE

Question 25

A firm’s strengths that cannot be easily matched or imitated by competitors are called

Answer 25

distinctive competencies

Question 26

All of the following are characteristic of an organization except:

Answer 26

significantly affects business decisions and thus must be evaluated during an external strategic-management audit.

Question 27

Selling activities such as advertising, sales promotion, publicity, personal selling, sales force management and dealer relations are especially critical when a firm pursues a market penetration strategy.

Answer 27

TRUE

Question 28

The functions of finance/accounting comprise three decisions: the investment decision, the financing decision and the dividend decision.

Answer 28

TRUE

Question 29

Internal R&D and contract R&D are the two basic forms of R&D in organizations

Answer 29

TRUE

Question 30

A management information system receives raw material from both the external and internal evaluation of an organization.

Answer 30

TRUE

Question 31

Value chain analysis can enable a firm to better identify its own strengths and weaknesses, especially as compared to competitors value chain analysis and their own data examined over time.

Answer 31

TRUE

Question 32

All of the following are basic duties of a manager except:

Answer 32

Consolidating

Question 33

____ management deals with inputs, transformations, and outfits that vary across industries and markets.

Answer 33

Production/Operations