Key Concepts - Week Four

Question 1

Enterprise Systems:

Answer 1

Centralized database

Collects data from various key business processes & stores the data in a single, comprehensive data repository, usable by other parts of the business

Question 2

SCM Systems:

Answer 2

Tools or software applications used to execute supply chain transactions, manage supplier relationships, and control associated business processes

Just-in-time (JIT) strategy

Upstream supply chain (rubber)
Downstream supply chain (sportchek)

Question 3

Bullwhip Effect:

Answer 3

Information about product demand gets distorted as it passes from one entity to the next across the supply chain

Large variability than sales to buyers

Question 4

Safety stock:

Answer 4

Buffer for lack of flexibility in supply chain

Question 5

CRM Systems:

Answer 5

• Capture and integrate customer data from all over the organization
• Consolidate and analyze customer data
• Distribute customer information to various systems and customer touch points across enterprise
• Provide single enterprise view of customers

Question 6

Operational CRM:

Answer 6

• Customer-facing applications
• Sales force automation call center and customer service support
• Marketing automation

Question 7

Analytical CRM:

Answer 7

• Based on data warehouses populated by operational CRM systems and customer touch points
• Analyzes customer data (data mining)
• Customer lifetime value