Multiple questions:

From your reading of the chapter's opening case, Skullcandy chose enterprise resource planning
software from which of the following ERP vendors?

SAP

Which of the following provides a suite of integrated software modules for finance and
accounting, human resources, manufacturing and production, and sales and marketing that allows
data to be used by multiple functions and business processes?

ERP systems

Enterprise software is built around thousands of predefined business processes that reflect:

Best practices

Which of the following is not true about enterprise systems?

Enterprise software is expressly built to allow companies to mimic their unique business
practices.

You have been asked to implement enterprise software for a manufacturer of kitchen appliances.
What is the first step you should take?

Select the functions of the system you wish to use.

Which of the following enables a company to tailor a particular aspect of enterprise software to
the way a company does business?

Configuration tables

In order to achieve maximum benefit from an enterprise software package, a business should:

change the way it works to match the software's business processes.

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following
except:

obtain lower prices for raw materials.

Manufacturing and production processes include all of the following except:

product configuration.

A network of organizations and business processes for procuring raw materials, transforming
these materials into intermediate and finished products, and distributing the finished products to
customers is called a/an:

supply chain.

Components or parts of finished products are referred to as:

intermediate products.

Which of the following refers to a company's suppliers, supplier's suppliers, and the processes
for managing relationships with them?

Upstream portion of the supply chain

Which of the following refers to a company's organizations and processes for distributing and
delivering products to the final customers?

Downstream portion of the supply chain

If manufacturers had perfect information, they could implement a:

just-in-time strategy

Why isn't overstocking warehouses an effective solution for a problem of low availability?

It increases inventory costs.

Which of the following traditional solutions enables manufacturers to deal with uncertainties in
the supply chain?

Safety stock

A scheduling system for minimizing inventory by having components arrive exactly at the
moment they are needed and finished goods shipped as soon as they leave the assembly line best
describes a ________ strategy.

just-in-time
A distortion of information about the demand for a product as it passes from one entity to the
next across the supply chain is called the ________ effect.

bullwhip

Supply chain software can be classified as either supply chain ________ systems or supply chain
________ systems.

planning; execution

Which of the following enables a firm to generate demand forecasts for a product and to develop
sourcing and manufacturing plans for that product?

Supply chain planning system

Supply chain planning systems perform all of the following functions except:

track the physical status of goods.

Which supply chain planning function determines how much product is needed to satisfy all
customer demands?

Demand planning

Which of the following manages the flow of products through distribution centers and
warehouses to ensure that products are delivered to the right locations in the most efficient
manner?

Supply chain execution system

Supply chain execution systems provide all of the following functions except:

generating demand forecasts for products.

A supply chain driven by actual customer orders or purchases follows a ________ model.

pull-based

A build-to-order supply-chain model is also called a ________ model.

demand-driven

Concurrent supply chains are made possible by which technology?

The Internet
The business value of an effective supply chain management system includes all of the following
except:

increased inventory levels.

The bullwhip effect can be countered by:

reducing information uncertainty.

As they move through the supply chain, ________ are transformed into finished products and
shipped to retailers and customers.

raw materials

The total time it takes to complete a business process, from start to finish, is called its ________
time.

cycle

A company having difficulty with timely delivery of parts to its manufacturing plants should
implement a supply chain ________ system.

Execution

From your reading of the LG Electronics case study, the company implemented JDA software
solutions to solve what problems?

Inefficient logistics

A ________ is a method of interaction with a customer, such as telephone or customer service

desk.

touch point

Which of the following would not be considered a contact point?

Intranet

________ modules use many of the same data, tools, and systems as CRM to enhance
collaboration between a company and its selling partners.

PRM
________ modules deal with issues such as setting objectives, employee performance
management, and performance-based compensation.

ERM

Customer relationship management systems typically provide software and online tools for sales,
customer service, and:

marketing.

SFA modules in CRM systems provide tools for all of the following except:

managing customer service requests.

CRM systems help businesses achieve which of the following business objectives?

Enhanced customer intimacy

Customer service modules in CRM systems provide tools for:

assigning and managing customer service requests.

Marketing modules in CRM systems provide tools for all of the following except:

assigning and managing customer service requests.

Selling a customer with a checking account a home improvement loan is an example of:

cross-selling.

Major CRM products typically have all of the following service capabilities except:

order management.

Which of the following is an important capability for sales processes that is found in most SFA
modules in major CRM software products?

Lead management

Which of the following customer relationship management applications provides analysis of

customer data?

Analytical CRM
Operational CRM applications include tools for all of the following except:

calculating CLTV.

The difference between push- and pull-based models is summarized by which of the following
slogans?

Make what we sell, not sell what we make.

Which of the following tools is used to analyzing customer buying patterns?

Analytical CRM

Which metric is based on the relationship between the revenue produced by a specific customer,
the expenses incurred in acquiring and servicing that customer, and the expected life of the
relationship between the customer and the company?

Customer lifetime value

The measurement of the number of customers who stop using or purchasing products or services
from a company is called:

churn rate.

Walmart's continuous replenishment system is an example of a ________ model.

pull-based

________ modules in CRM systems help sales staff increase their productivity by focusing sales
efforts on the most profitable customers, those who are good candidates for sales and services.

SFA

________ CRM includes customer-facing applications such as tools for sales force automation,
call center and customer service support, and marketing automation.

Operational

Which of the following statements about enterprise applications is not true?

Enterprise applications are best implemented when few changes in business processes are
required.

Which of the following is not an example of next-generation enterprise applications?

JDA Software
Enterprise application vendors have created ________ to make their own customer relationship
management, supply chain management, and enterprise systems work closely together with each
other.

e-business suites

Next-generation enterprise suites use ________ and SOA to link to systems of customers and
suppliers.

web services

Using social networking tools to converse with customers is called:

social CRM.

Enterprise application vendors are now including ________ features, such as tools for data
visualization, flexible reporting, and ad-hoc analysis, as part of the application.

business intelligence

What event marked the beginning of e-commerce?

The first paid advertisements placed on a website.

All of the following are examples of "on demand" companies except:

Instagram.

A marketplace extended beyond traditional boundaries and removed from a temporal and
geographic location is called a(n):

marketspace.

When did e-commerce begin?

1995

What standards are referred to when discussing universal standards as a unique feature of e-
commerce?

Internet technology standards

All of the following are unique features of e-commerce technology, except:

transparency.
Which of the following dimensions of e-commerce technology involves engaging consumers in a
dialog that dynamically adjusts the experience to the individual?

Interactivity

Which of the following dimensions of e-commerce technology involves the integration of video,
audio, and text marketing messages into a single marketing message and consumer experience?

Richness

Which of the following dimensions of e-commerce technology has the potential to raise the
quality of information?

Information density

The effort required to locate a suitable product is called:

search costs.

Information density refers to the:

total amount and quantity of information available to all market participants.

Selling the same goods to different targeted groups at different prices is called:

price discrimination.

Information ________ exists when one party in a transaction has more information that is
important for the transaction than the other party.

asymmetry

Varying a product's price according to the supply situation of the seller is called ________
pricing.

dynamic

Removing the business process layers in a distribution channel is called:

disintermediation.

All of the following are increased in traditional markets compared to digital markets except:

network effects.
Compared to digital markets, traditional markets have:

higher transaction costs.

Compared to traditional goods, digital goods have:

greater pricing flexibility.

Compared to traditional goods, digital goods have:

lower costs of production.

What is the primary benefit to consumers of disintermediation?

Lower costs

Amazon.com is known primarily for its use of which of the following business models?

E-tailer

Craigslist is an example of:

C2C e-commerce.

Which of the following types of e-commerce involves businesses selling goods and services
directly to individuals via the Internet?

B2C e-commerce

All of the following are examples of firms that use the community provider Internet business
model except:

eBay

Transaction brokers:

save users money and time by processing online sales transactions.

Which of the following Internet business models involves a merchant creating an online digital
environment that enables people with like interests to share information?

Community provider

Market creators:

provide a digital environment where buyers and sellers can establish prices for products.
Which of the following best illustrates the sales revenue model?

Apple accepts micropayments for single music track downloads.

Which of the following best illustrates the affiliate revenue model?

Yelp receives a fee after steering a customer to a participating Web site where he or she makes a
purchase.

Which of the following best illustrates the transaction fee revenue model?

eBay receives a small fee from a seller if a seller is successful in selling an item.

In the ________ revenue models, a firm offers some services for free but charges a subscription
fee for premium services.

free/freemium

Content providers use ________ systems to process large amounts of very small monetary
transactions cost-effectively.

micropayment

Which of the following best illustrates the advertising revenue model?

Facebook provides a social network for free, but shows sponsored content in users' News Feeds.

Which of the following companies uses the service provider business model?

Dropbox

Netflix uses which of the following revenue models?

Subscription

Netflix's public announcement of a reward for a technology solution to its movie

recommendation system is an example of:

crowdsourcing.

Exposing an individual to ads that are chosen and based on the recorded and analyzed online
behavior of the individual is referred to as:

behavioral targeting.
Which of the following best describes the digital social graph?

A mapping of all online social relationships

Which of the following marketing formats is sales oriented, rather than branding oriented or a
mix?

Search engine

Facebook's Like button is an example of which of the following?

Network notification

Which of the following is a marketing format that uses banner ads and pop-ups with interactive
features?

Display ads

________ attempts to leverage the fact that there is always some demand, however small, for a
product.

Long tail marketing

Which of the following is the largest mobile advertising market?

Google

What is the difference between personalization and customization, as applied to e- commerce

technologies?

Personalization refers to adjusting marketing messages for a consumer; customization refers to

adjusting a product or service based on a user's preferences.

Which of the following statements about EDI is not true?

Today, EDI is only used for document automation.

The process of sourcing goods and materials, negotiating with suppliers, paying for goods, and
making delivery arrangements is called:

procurement.

A secure website that links a large firm to its suppliers and other key business partners is called
a(n):
private industrial network

Which of the following statements about Net marketplaces is not true?

Some Net marketplaces are owned by a single firm and used to link solely to the firm's suppliers
and key business partners.

Which of the following statements about exchanges is not true?

Exchanges are the most successful form of B2B commerce.

Which of the following is an example of a direct good in the automobile industry?

Sheet steel

Which of the following is an example of a private industrial network?

VW Group Supply

Procurement involves all of the following except:

production scheduling.

A new social mobile app you are developing allows users to find friends who are logged in and
within a 10-mile radius. This would be categorized as a ________ service.

geoinformation

Geoadvertising sends ads to users based on their:

GPS locations.

What percent of online retailers now have m-commerce websites?

55 percent

Foursquare is an example of which of the following?

Geosocial services

Which of the following is a milestone for the Phase 1: Planning phase of developing an e-
commerce presence?

Web mission statement

Which of the following is a milestone for the website development phase of building an e-
commerce presence?

Website plan

In planning a robust e-commerce presence, you will want to consider the blog platform as part of
your ________ presence.

social media

Which of the following is not one of four types of presence to be considered when building an e-
commerce presence?

Corporate

Which of the following is the last step in the knowledge management value chain?

Apply

About ________ percent of the United States GDP is produced by the knowledge and
information sectors.

55

Which of the following statements best describes the relationship between collaboration and
knowledge management?

Knowledge is useful only when shared with others.

The text defines ________ as the flow of events or transactions captured by an organization's
system.

data

The text defines ________ as expertise of organizational members that has not been formally
documented.

tacit knowledge

Which of the following statements is not an accurate description of the importance of knowledge
to a firm?

Knowledge is unconditional.

What is meant by the statement "knowledge is sticky"?

Knowledge is hard to move.

Which of the following is not one of the main four dimensions of knowledge described in the
chapter?

Knowledge is timeless.

Changing organizational behavior by sensing and responding to new experience and knowledge
is called:

machine learning.

What is the first value-adding step in the knowledge business value chain?

Data and information acquisition

The set of business processes, culture, and behavior required to obtain value from investments in
information systems is one type of:

organizational and management capital.

Which of the following are the three major types of knowledge management systems?

Enterprise-wide knowledge management systems, KWS, and intelligent techniques

Specialized systems built for knowledge workers charged with discovering and creating new
knowledge for a company are called:

KWS.

Which of the following does not describe the dimensions of knowledge in a firm?

It is subject to the laws of diminishing returns.

Informal social networks of professionals and employees within and outside the firm who have
similar work-related activities and interests are called communities of:

practice.

All of the following are intangible assets of a firm except its:

information systems.

________ knowledge exists in formal documents, as well as in formal rules that organizations
derive by observing experts and their decision-making behaviors.
Structured

Which of the following types of system enables organizations to digitize, index, and tag
documents according to a coherent framework?

ECM

All of the following are typical components or capabilities of an ECM system except:

AR tools.

Which of the following would not be considered semistructured knowledge?

Request for proposals

In content management, once a taxonomy is developed, documents must then be ________ with
the proper classification.

tagged

You are advising a video production company on the best type of knowledge management
system to help them archive digital video and sound clips. Which of the following will suit their
needs?

Digital asset management system

A MOOC is:

a type of online course.

Which of the following is a tool for the management, delivery, tracking, and assessment of
various types of employee learning?

LMS

A(n) ________ is a scheme for classifying information and knowledge in such a way that it can
be easily accessed.

taxonomy

Which of the following statements about 3-D printing is not true?

It is incompatible with the cloud.

All of the following are considered to be knowledge workers except:

executives.

CAD workstations:

provide engineers, designers, and factory managers with precise control over industrial design
and manufacturing.

Which of the following would not be classified as a KWS?

Expert system

VR systems:

provide architects, engineers, and medical workers with precise, photorealistic simulations of
objects.

Which of the following seeks to enhance human perception by combining a live direct view of
the physical world with computer-generated images?

AR

Which of the following statements about genetic algorithms is not true?

Genetic algorithms discover knowledge by using hardware and software that parallel the
processing patterns of the biological or human brain.

All of the following are intelligent personal assistants for consumers except:

Watson.

Apple's Siri application is an example of:

intelligent agents.

Which of the following is not used to capture tacit knowledge?

Neural network

Which of the following is a type of intelligent technique?

Case-based reasoning

Which of the following techniques is used for knowledge discovery?

Data mining

Which of the following is a computer-based system that attempts to emulate human behavior?

AI technology

An inference engine is:

a strategy used to search through the rule base in an expert system by forward chaining or
backward chaining.

Forward chaining is:

a strategy for searching the rule base in an expert system that begins with information entered by
the user.

Backward chaining is:

a strategy for searching the rule base in an expert system that begins with a hypothesis.

Expert systems:

lack the general intelligence of human beings.

Virtually all expert systems deal with problems of:

classification.

Expert systems are expensive and time consuming to maintain because:

their rules must be reprogrammed every time there is a change in the environment, which in turn
may change the applicable rules.

Which of the following stores descriptions of past experiences of human specialists in a database
for later retrieval when the user encounters a situation with similar characteristics?

CBR

Your company wants to develop intelligent techniques to create a "smart" oven that can perfectly
cook basic foodstuffs, such as roasts and bread, using sensors and minimal input from the user.
The system would know the difference between rare, medium rare, medium, and well done
roasts. The category of intelligent technique that would describe this system is:

fuzzy logic.
You are an automotive engineer working on an application that will automatically parallel park a
car. The intelligent technique you may find most useful is:

fuzzy logic.

Fuzzy logic is a type of:

an intelligent technique.

Which of the following has a large number of sensing and processing nodes that continuously
interact with each other?

Neural network

Which of the following describes a difference between neural networks and genetic algorithms?

Neural networks are programmed to "learn."

Genetic algorithms:

develop solutions to particular problems using inheritance, crossover, and mutation.

Software programs that work without direct human intervention to carry out specific tasks for
individual users, business processes, or software applications, are called:

intelligent agents.

What type of intelligent technique helped Procter & Gamble determine the most efficient
methods for their trucks to deliver goods?

Intelligent agents

To automate routine tasks to help firms search for and filter information for use in electronic
commerce and supply chain management a firm would most likely use which of the following?

Intelligent agent

________ is the study of how computer programs can improve their performance without
explicit programming.

Machine learning

The terms used in a fuzzy logic system to describe imprecise states or conditions are referred to
as:
membership functions.

Which type of intelligent agent models the behavior of consumers, stock markets, and more, by
seeing them as autonomous agents that follow relatively simple rules for interaction?

Agent-based modeling

The model of human knowledge used by expert systems is referred to as:

the knowledge base.

A(n) ________ is a type of intelligent technique that finds patterns and relationships in massive
data sets too large for a human to analyze.

neural network

Systems that integrate different types of techniques, such as genetic algorithms, fuzzy logic,
neural networks, and expert systems, into a single application are called ________ systems.

hybrid AI