What is the purpose of business process reengineering?

To make all business processes the best-in-class.

To make all employees the best-in-class.
To make all business partners the best-in-class.
All of these.
What is CRM?
A strategy.
A technology.
Both a technology and a strategy.
Neither a technology nor a strategy.
What is enterprise resource planning?
The analysis and redesign of workflow within and between enterprises.
A standardized set of activities that accomplish a specific task, such as
processing a customer's order.
Integrates all departments and functions throughout an organization into
a single IT system so that employees can make decisions by viewing
enterprise-wide information on all business operations.
Involves managing all aspects of a customer's relationship with an
organization to increase customer loyalty and retention and an
organization's profitability.
Which of the following defines supply chain strategy?
The strategy for managing all the resources required to meet customer
demand for all products and services.
The partners chosen to deliver finished products, raw materials, and
services, including pricing, delivery, and payment processes, along with
partner relationship monitoring metrics.
The schedule for production activities, including testing, packaging, and
preparation for delivery.
The product delivery processes and elements, including orders,
warehouses, carriers, defective product returns, and invoicing.
Which of the following can a customer use to contact an organization?
Telephone.
Email.
Web access.

All of these.
What is business process reengineering?
The analysis and redesign of workflow within and between enterprises.
A standardized set of activities that accomplish as specific task, such as
processing a customer's order.
Integrates all departments and functions throughout an organization into
a single IT system so that employees can make decisions by viewing
enterprise-wide information on all business operations.
None of these.
Which of the following can a CRM system collect information from?
Accounting system
Order fulfillment system
Inventory system
All of these
Which of the following is a part of the four basic components of supply chain management?
Supply chain strategy
Supply chain operation
Supply chain partners
All of these
What is a business process?
The analysis and redesign of workflow within and between enterprises.
A standardized set of activities that accomplish a specific task, such as
processing a customer's order.
Integrates all departments and functions throughout an organization into
a single IT system so that employees can make decisions by viewing
enterprise-wide information on all business operations.
None of these.
Which of the following is an organizational result from an effective and efficient supply chain
management system?
Decrease the power of its buyers
Create entry barriers, thereby reducing the threat of new entrants
Increase efficiencies while seeking a competitive advantage through
cost leadership

All of these
Which of the following is an organizational result from an effective and efficient supply chain
management system?
Decrease the power of its buyers.
Create entry barriers, thereby reducing the threat of new entrants.
Increase efficiencies while seeking a competitive advantage through
cost leadership.
All of these.
Which of the following is not a valid way that a CRM system can collect information?
Accounting system.
Order fulfillment system.
Inventory system.
Customer's personal computer.
What can effective and efficient supply chain management systems enable an organization to
accomplish?
Increase the power of its buyers.
Increase its supplier power.
Increase switching costs to increase the threat of substitute products or
services.
All of these.
Which of the following defines supply chain logistics?
The schedule for production activities, including testing, packaging, and
preparation for delivery.
The product delivery processes and elements, including orders,
warehouses, carriers, defective product returns, and invoicing.
The strategy for managing all the resources required to meet customer
demand for all products and services.
The partners chosen to deliver finished products, raw materials, and
services, including pricing, delivery, and payment processes, along with
partner relationship monitoring metrics.
Which of the following defines supply chain operation?
The strategy for managing all the resources required to meet customer
demand for all products and services.

The partners chosen to deliver finished products, raw materials, and

services, including pricing, delivery, and payment processes, along with
partner relationship monitoring metrics.
The schedule for production activities, including testing, packaging, and
preparation for delivery.
The product delivery processes and elements, including orders,
warehouses, carriers, defective product returns, and invoicing.