Session 5

Question 1

SCM (Supply Chain Management System)

Answer 1

an enterprise application that helps business manage relationship with their suppliers

Question 2

Key Supply Chain Management Process

Answer 2

Plan
Source (identify suppliers, schedule delivers, manage inventories) - Make (schedule production, evaluate quality + performance, manage work in process)  -Deliver (select carriers, route shipments, manage warehouse) 
Return (authorize returns, schedule returns, receive returns)

Question 3

Functions of SCM Systems

Answer 3

manage logistics (decide when and what to produce, store & move)

track status of order/shipment

check inventory availability & monitor inventory levels (reduce inventory, transportation & warehousing costs)

communicate order/product design

plan production based on actual demand

Question 4

Push vs. Pull Supply chain models

Answer 4

Push (suppler, manufacture, distributor, retailer, customer)

Pull (backwards)

Question 5

CRM (Customer relationship management system)

Answer 5

an enterprise application that helps firm manage relationship with customers

Question 6

functions of CRM

Answer 6

capture customer data from various sources

distribute customer information to various systems & customer ( telephone, email, customer service desk, website, mail)

Question 7

CRM Sales, Marketing, Service

Answer 7

sales- telephone sales, web sales, retail store sales, field sales
marketing- campaign data, content, data analysis
service- call center data, web self service, wireless data

Question 8

Transaction based vs. service based

Answer 8

transaction: walmart
service: starbucks