Question 1

3 out of 3 points

Which of the following would not be included in a typical Customer Relationship Management System (CRM)?

a. market segmentation and analysis

b. effective complaint resolution

c. cross-selling goods and services

d. supply chain inventory management

Question 2

3 out of 3 points

According to the National Research Council, companies with computer-integrated manufacturing system experience have been able to

a. improve quality by a factor of ten

b. increase equipment utilization to 100 percent

c. decrease engineering design costs by up to 30 percent

d. reduce finished goods inventory by five percent

Question 3

3 out of 3 points

____ consist of two or more computer-controlled machines or robots linked by automated handling devices such as transfer machines, conveyors and transport systems.

a. Computer-Aided Design/Computer-Aided Engineering (CAD/CAE)

b. Computer-Aided Manufacturing (CAM)

c. Enterprise Resource Planning (ERP)

d. Flexible Manufacturing Systems (FMS)

Question 4

3 out of 3 points

Regarding industrial robots, which choice is not correct?

a. ability to test manufacturing products before they physically exist

b. can be taught

c. can be used with hazardous material

d. can be used in brain surgery

Question 5

3 out of 3 points

Which of the following enables engineers to design, analyze, test, simulate, and “manufacture” products before they physically exist?

a. CNC

b. CAD/CAE

c. CIM

d. CAM          

Question 6

3 out of 3 points

Computer integrated manufacturing systems result in all of the following EXCEPT:

a. Flexible manufacturing systems 

b. Inquiry processing 

c. Agile manufacturing 

d. Total quality management

Question 7

3 out of 3 points

Which of the following would not be an activity a return facilitator handles?

a. recommending a new supplier

b. repairing the manufactured good

c. requesting money back for a customer

d. invoking the service guarantee

Question 8

3 out of 3 points

CRM helps firms gain competitive advantage by all of the following except

a. providing real-time transaction processing

b. segmenting markets

c. tracking sales trends and advertising effectiveness

d. identifying which customers should be the focus of targeted marketing initiatives

Question 9

3 out of 3 points

The dot.com company WebVan focused on

a. grooming pets in customers’ driveways

b. customers ordering their groceries on-line.

c. installing/repairing residential wireless networks

d. providing door-to-door medical diagnoses

Question 10

3 out of 3 points

Infinite scalability is most related to

a. high variable cost

b. high fixed cost

c. high scalability

d. low scalability

Question 11

3 out of 3 points

Database systems, artificial intelligence programs and voice-recognition software are examples of

a. hard technology

b. soft technology

c. computer numerical control

d. integrated operating systems

Question 12

3 out of 3 points

Information technology has significantly affected health care. Which of the following is not an outcome?

a. Cost reduction

b. Revenue enhancement

c. Faster exchange of handwritten charts between physicians and nurses

d. Improved clinical efficiency and patient care

Question 13

3 out of 3 points

All organizations face common issues regarding technology. Which item below does not belong on the list of issues?

a. The right technology must be selected for the goods that are produced.

b. Robots must be programmed to operate the equipment.

c. Work must be scheduled to meet shipping commitments/customer promise dates.

d. Quality must be ensured

Question 14

0 out of 3 points

Filing your individual federal tax returns would best be described as what type of value chain?

a. B2B

b. C2G

c. C2C

d. G2G

Question 15

3 out of 3 points

All of the following are benefits of adopting technology except

a. improve/increase productivity and quality

b. integrate supply and value chain players

c. raise world standard of living

d. easier to protect employees’ and customers’ privacy