Chapter 8

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IS Exam 3 Flashcards on Chapter 8, created by aleaguirre on 11/04/2013.

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Created by aleaguirre almost 6 years ago
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Question Answer
Interactive Voice Response (Customer Service CRM) directs customers to use touch-tone phones or keywords to navigate or provide information
Predictive Dialing (Customer Service CRM) automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
Call 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
Web-Based Self-Service allows customers to use the Web to find answers to their questions or solutions to their problems
Enterprise 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
Best Practices the most successful solutions or problem solving methods for consistently and effectively achieving a business objective
Legacy (Standalone) Systems information is not readily shared between systems (i.e. Inbound Logistics inventory information is not shared with Operations)
ERP Systems Information is stored in a single data repository and can be accessed and updated by all functional systems
ERP Benefits Elimination of costly, inflexible legacy systems Improved work processes – supports best practices Increased availability and timeliness of information Increased data accuracy and improved response time
ERP risks/costs High monetary costs; May require radical changes to business processes to conform to the best practices supported by the ERP; Difficulties in installation – time involved
Supply Chain an integrated network consisting of an organization, its suppliers, transportation companies and brokers used to deliver goods and services to customers
Supply Chain Management Managing 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
Upstream A firm’s suppliers, supplier’s suppliers, processes for managing relationships with them
Transformation Processing of materials into semifinished & finished products thru your organization’s own production processes
Downstream Organizations & processes responsible for delivering products to customers
Supply Chain Management Advantages Match supply to demand; Reduce inventory levels; Improve delivery service
Poor Supply Chain Management Slow or inaccurate information from one company to another; Excessive inventories or stock outs/backorders
Supply Chain Visibility the ability to view all areas up and down the supply chain
Bullwhip Effect occurs when distorted product demand information passes from one entity to the next throughout the supply chain
Supply Chain Planning Systems Model existing supply chain; Improve demand planning; Optimize sourcing, manufacturing plans; Establish inventory levels; Identify transportation modes
Supply Chain Execution Systems Manage flow of products through distribution centers and warehouses
Facility structure used to process or transform inventory into another product, or store inventory before shipping it to the next facility
Inventory stock on hand to offset discrepancies between supply and demand
SCM Inventory management and control software provides control and visibility to the status of individual items maintained in inventory
Cycle Inventory the average amt. of inventory held to satisfy customer demands between scheduled deliveries
Safety Stock (Inventory) extra inventory held in the event that demand exceeds supply
Production the transformation processes used to process inputs into outputs
Transportation moves inventory between the different stages in the supply chain
Transportation Methods rail, truck, plane, ship, pipeline, electronic
Transportation Route Traffic route; Destination route (distributor, end customer)
Intranets to improve coordination among internal supply chain processes
Extranets to coordinate supply chain processes shared with their business partners
Push-Based Model (Built to Stock) Schedules based on best guesses of demand
Pull-based Model (demand-driven, build-to-order) Customer orders trigger events in supply chain
The difference between push- and pull-based models is summarized by the slogan “Make what we sell, not sell what we make
Customer Relationship Management (CRM) systems 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
Customer 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
Operational CRM Customer-facing applications such as sales force automation, call center and customer service support, and marketing automation
Operational CRM Supports traditional transactional processing for day-to-day front-office operations, or systems that deal directly with the customers
Sales Force Automation a system that automatically tracks all of the steps in the sales process
List Generators (Marketing CRM Modules) compile customer information from a variety of sources and segments the information for different marketing campaigns
Campaign Management Systems (Marketing CRM module) guide users through marketing campaigns
Survey Management (MArketing CRM module) automates electronic surveys, polls, questionnaires to gather customer feedback
Cross-Selling (Marketing CRM module) selling additional products or services
Up-Selling (Marketing CRM module) increasing the value of the sale
Core Operational CRM modules Sales Marketing Customer Service
Sales Force Automation CRM Modules Provide sales prospect and contact information, product information, product configuration capabilities, and sales quote generation; Help increase sales force productivity
Customer Service CRM Modules (Operational CRM) Call centers/contact centers/help desks
Automatic Call Distribution a phone switch routes inbound calls to available agents