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Chapter 8

aleaguirre IS Exam 3 Inglés 49 fichas

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  1. 1Interactive Voice Response (Customer Service CRM)directs customers to use touch-tone phones or keywords to navigate or provide information
  2. 2Predictive Dialing (Customer Service CRM)automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
  3. 3Call Scripting Systems (Customer Service CRM)access organizational databases that track similar issues or questions and automatically generate the details to the customer service rep who can then relay them to the customer
  4. 4Web-Based Self-Serviceallows customers to use the Web to find answers to their questions or solutions to their problems
  5. 5Enterprise Resource Planning System (ERPS)integrate all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprise wide decisions by viewing enterprise wide information on all business operations
  6. 6Best Practicesthe most successful solutions or problem solving methods for consistently and effectively achieving a business objective
  7. 7Legacy (Standalone) Systemsinformation is not readily shared between systems (i.e. Inbound Logistics inventory information is not shared with Operations)
  8. 8ERP SystemsInformation is stored in a single data repository and can be accessed and updated by all functional systems
  9. 9ERP BenefitsElimination of costly, inflexible legacy systems
    Improved work processes – supports best practices
    Increased availability and timeliness of information
    Increased data accuracy and improved response time
  10. 10ERP risks/costsHigh monetary costs; May require radical changes to business processes to conform to the best practices supported by the ERP;
    Difficulties in installation – time involved
  11. 11Supply Chainan integrated network consisting of an organization, its suppliers, transportation companies and brokers used to deliver goods and services to customers
  12. 12Supply Chain ManagementManaging the information flows between and among stages in the supply chain to maximize effectiveness and profitability; Process of working with suppliers and other partners in the supply chain to improve procedures for delivering products and services
  13. 13UpstreamA firm’s suppliers, supplier’s suppliers, processes for managing relationships with them
  14. 14TransformationProcessing of materials into semifinished & finished products thru your organization’s own production processes
  15. 15DownstreamOrganizations & processes responsible for delivering products to customers
  16. 16Supply Chain Management AdvantagesMatch supply to demand;
    Reduce inventory levels;
    Improve delivery service
  17. 17Poor Supply Chain ManagementSlow or inaccurate information from one company to another;
    Excessive inventories or stock outs/backorders
  18. 18Supply Chain Visibilitythe ability to view all areas up and down the supply chain
  19. 19Bullwhip Effectoccurs when distorted product demand information passes from one entity to the next throughout the supply chain
  20. 20Supply Chain Planning SystemsModel existing supply chain;
    Improve demand planning;
    Optimize sourcing, manufacturing plans;
    Establish inventory levels;
    Identify transportation modes
  21. 21Supply Chain Execution SystemsManage flow of products through distribution centers and warehouses
  22. 22Facilitystructure used to process or transform inventory into another product, or store inventory before shipping it to the next facility
  23. 23Inventorystock on hand to offset discrepancies between supply and demand
  24. 24SCM Inventory management and control softwareprovides control and visibility to the status of individual items maintained in inventory
  25. 25Cycle Inventorythe average amt. of inventory held to satisfy customer demands between scheduled deliveries
  26. 26Safety Stock (Inventory)extra inventory held in the event that demand exceeds supply
  27. 27Productionthe transformation processes used to process inputs into outputs
  28. 28Transportationmoves inventory between the different stages in the supply chain
  29. 29Transportation Methodsrail, truck, plane, ship, pipeline, electronic
  30. 30Transportation RouteTraffic route;
    Destination route (distributor, end customer)
  31. 31Intranetsto improve coordination among internal supply chain processes
  32. 32Extranetsto coordinate supply chain processes shared with their business partners
  33. 33Push-Based Model (Built to Stock)Schedules based on best guesses of demand
  34. 34Pull-based Model (demand-driven, build-to-order)Customer orders trigger events in supply chain
  35. 35The difference between push- and pull-based models is summarized by the slogan“Make what we sell, not sell what we make
  36. 36Customer Relationship Management (CRM) systemsCapture 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
  37. 37Customer Relationship Management (CRM)Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability
  38. 38Operational CRMCustomer-facing applications such as sales force automation, call center and customer service support, and marketing automation
  39. 39Operational CRMSupports traditional transactional processing for day-to-day front-office operations, or systems that deal directly with the customers
  40. 40Sales Force Automationa system that automatically tracks all of the steps in the sales process
  41. 41List Generators (Marketing CRM Modules)compile customer information from a variety of sources and segments the information for different marketing campaigns
  42. 42Campaign Management Systems (Marketing CRM module)guide users through marketing campaigns
  43. 43Survey Management (MArketing CRM module)automates electronic surveys, polls, questionnaires to gather customer feedback
  44. 44Cross-Selling (Marketing CRM module)selling additional products or services
  45. 45Up-Selling (Marketing CRM module)increasing the value of the sale
  46. 46Core Operational CRM modulesSales
    Marketing
    Customer Service
  47. 47Sales Force Automation CRM ModulesProvide sales prospect and contact information, product information, product configuration capabilities, and sales quote generation;
    Help increase sales force productivity
  48. 48Customer Service CRM Modules (Operational CRM)Call centers/contact centers/help desks
  49. 49Automatic Call Distributiona phone switch routes inbound calls to available agents

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IS Exam 3 Fichas sobre Chapter 8, creado por aleaguirre el 11/04/2013.
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aleaguirre
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