Question 1

Customer relationship management (CRM)  helps firms gain and maintain competitive advantage by:

Accepted Answer

A)   encouraging them to produce standardized goods.
B)   merging all demographic-based and behavior-based segments of markets.
C)   studying which goods and services are purchased together.
D)   prohibiting them from bundling goods and services together.E) B) and C)
F) A) and D)

Question 2

In the context of technology in value chains, customer relationship management (CRM) :

Accepted Answer

A)   enables small firms to make counterfeit knock-offs of genuine products.
B)   prohibits firms from bundling goods and services together.
C)   encourages firms to produce standardized goods for all consumers to reduce manufacturing costs.
D)   exploits the vast amount of data that can be collected from consumers.E) B) and D)
F) B) and C) D

Question 3

Identify a benefit of adopting technology.

Accepted Answer

A)   Technology helps restructure old and less productive industries.
B)   The use of technology increases opportunities for employee empowerment.
C)   Technology increases opportunities for employee creativity.
D)   The use of technology does not require adherence to any laws or regulations.E) B) and D)
F) A) and C)

Question 4

Which of the following is a challenge of adopting technology

Accepted Answer

A)   Technology leads to job shift and displacement.
B)   The use of technology reduces product quality.
C)   Technology deteriorates the standard of living of the world.
D)   The use of technology disintegrates supply and value chain players.E) A) and C)
F) A) and B)

Question 5

The use of technology has increased opportunities for employee creativity and empowerment.

Accepted Answer

A) True 
 B)False

Question 6

__________is a measure of the contribution margin required to deliver a good or service as the business grows and volumes increase.

Accepted Answer

A)   Scalability
B)   Process capability
C)   Sustainability
D)   OperabilityE) C) and D)
F) B) and C)

Question 7

A(n) __________is an example of soft technology.

Accepted Answer

A)   database system
B)   bar-code scanner
C)   image sensor
D)   radio-frequency identification tagE) C) and D)
F) None of the above

Question 8

_____ can be attached to objects and used to track and manage inventory and assets.

Accepted Answer

A)   Proximity cards
B)   Nanofountain probes
C)   Resistance-temperature detectors
D)   Radio-frequency identification tagsE) None of the above
F) A) and D)

Question 9

Low scalability implies that serving additional customers requires low incremental variable costs.

Accepted Answer

A) True 
 B)False

Question 10

__________machine tools enable the machinist's skills to be duplicated by a programmable device that controls the movements of a tool used to make complex shapes.

Accepted Answer

A)   Virtual control (V
C)  
B)   Numerical control (N
C)  
C)   Revision control (R
C)  
D)   Movement control (M
C)  E) All of the above
F) B) and D)

Question 11

__________refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services.

Accepted Answer

A)   Hard technology
B)   Soft technology
C)   A database system
D)   A neural networkE) None of the above
F) A) and B) A

Question 12

__________refers to using the Internet and technology to provide facilities that create and deliver time, place, information, entertainment, and exchange value to customers and support the sale of goods.

Accepted Answer

A)   Outsourcing
B)   Offshoring
C)   E-service
D)   E-readinessE) A) and B)
F) B) and D)

Question 13

We Create Inc. is an electronics company. It designs, produces, and assembles desktop gadgets. The entire process is controlled by programmable robots, which are in turn linked to computers. These computers direct the robots to the appropriate task. In this context, We Create Inc. uses a(n)  _____ to produce its goods.

Accepted Answer

A)   partner relationship management system
B)   enterprise resource planning system
C)   employee experience management system
D)   flexible manufacturing systemE) B) and C)
F) A) and D)

Question 14

Which of the following is true of radio-frequency identification (RFID)  tags

Accepted Answer

A)   They can bring visibility and enhanced security to the handling and transportation of products.
B)   They are used to segment markets based on demographic and behavioral characteristics.
C)   They are used to create customized goods and services and deliver them faster at lower prices.
D)   They can help small companies create counterfeit knock-offs of genuine products.E) A) and B)
F) All of the above

Question 15

Which of the following is true of customer relationship management (CRM)

Accepted Answer

A)   A typical CRM system includes market segmentation and analysis.
B)   It helps firms gain competitive advantage by making counterfeit knock-offs of genuine products.
C)   It encourages the production of standardized goods for all customers to reduce manufacturing costs.
D)   A CRM system prohibits firms from bundling goods and services together.E) B) and C)
F) None of the above

Question 16

__________refers to the application of the Internet, computer programs, and information systems to provide data, information, and analysis to facilitate the creation and delivery of goods and services.

Accepted Answer

A)   Hard technology
B)   Soft technology
C)   Assistive technology
D)   Adaptive technologyE) None of the above
F) All of the above B

Question 17

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

Accepted Answer

A)   Computer-aided engineering (CA
E)   systems
B)   Computer-aided design (CA
D)   systems
C)   Enterprise planning systems (EPSs) 
D)   Flexible manufacturing systems (FMSs) E) A) and D)
F) A) and B)

Question 18

Which of the following is a benefit of using technology

Accepted Answer

A)   It increases the number of human service providers in firms.
B)   It increases quality and productivity of firms.
C)   It increases opportunities for employee empowerment.
D)   It makes it easy for customers to change decisions and return goods.E) A) and B)
F) A) and C)

Question 19

_____ are the modern successor to bar codes.

Accepted Answer

A)   Optical switches
B)   Artificial intelligence programs
C)   Electro-optical sensors
D)   Radio-frequency identification tagsE) C) and D)
F) A) and D)

Question 20

Scalability is a key issue in e-commerce.

Accepted Answer

A) True 
 B)False

Exam 4: Technology and Operations Management

Customer relationship management (CRM) helps firms gain and maintain competitive advantage by:

Correct Answer
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In the context of technology in value chains, customer relationship management (CRM) :

Correct Answer
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D

Identify a benefit of adopting technology.

Correct Answer
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Which of the following is a challenge of adopting technology

Correct Answer
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The use of technology has increased opportunities for employee creativity and empowerment.

Correct Answer
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__________is a measure of the contribution margin required to deliver a good or service as the business grows and volumes increase.

Correct Answer
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A(n) __________is an example of soft technology.

Correct Answer
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_____ can be attached to objects and used to track and manage inventory and assets.

Correct Answer
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Low scalability implies that serving additional customers requires low incremental variable costs.

Correct Answer
verified

__________machine tools enable the machinist's skills to be duplicated by a programmable device that controls the movements of a tool used to make complex shapes.

Correct Answer
verified

__________refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services.

Correct Answer
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A

__________refers to using the Internet and technology to provide facilities that create and deliver time, place, information, entertainment, and exchange value to customers and support the sale of goods.

Correct Answer
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Correct Answer
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Which of the following is true of radio-frequency identification (RFID) tags

Correct Answer
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Which of the following is true of customer relationship management (CRM)

Correct Answer
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__________refers to the application of the Internet, computer programs, and information systems to provide data, information, and analysis to facilitate the creation and delivery of goods and services.

Correct Answer
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B

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

Correct Answer
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Which of the following is a benefit of using technology

Correct Answer
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_____ are the modern successor to bar codes.

Correct Answer
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Scalability is a key issue in e-commerce.

Correct Answer
verified

Exam 4: Technology and Operations Management

Customer relationship management (CRM) helps firms gain and maintain competitive advantage by:

Correct AnswerverifiedShow Answer

In the context of technology in value chains, customer relationship management (CRM) :

Correct AnswerverifiedD

Identify a benefit of adopting technology.

Correct AnswerverifiedShow Answer

Which of the following is a challenge of adopting technology

Correct AnswerverifiedShow Answer

The use of technology has increased opportunities for employee creativity and empowerment.

Correct AnswerverifiedShow Answer

__________is a measure of the contribution margin required to deliver a good or service as the business grows and volumes increase.

Correct AnswerverifiedShow Answer

A(n) __________is an example of soft technology.

Correct AnswerverifiedShow Answer

_____ can be attached to objects and used to track and manage inventory and assets.

Correct AnswerverifiedShow Answer

Low scalability implies that serving additional customers requires low incremental variable costs.

Correct AnswerverifiedShow Answer

__________machine tools enable the machinist's skills to be duplicated by a programmable device that controls the movements of a tool used to make complex shapes.

Correct AnswerverifiedShow Answer

__________refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services.

Correct AnswerverifiedA

__________refers to using the Internet and technology to provide facilities that create and deliver time, place, information, entertainment, and exchange value to customers and support the sale of goods.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following is true of radio-frequency identification (RFID) tags

Correct AnswerverifiedShow Answer

Which of the following is true of customer relationship management (CRM)

Correct AnswerverifiedShow Answer

__________refers to the application of the Internet, computer programs, and information systems to provide data, information, and analysis to facilitate the creation and delivery of goods and services.

Correct AnswerverifiedB

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

Correct AnswerverifiedShow Answer

Which of the following is a benefit of using technology

Correct AnswerverifiedShow Answer

_____ are the modern successor to bar codes.

Correct AnswerverifiedShow Answer

Scalability is a key issue in e-commerce.

Correct AnswerverifiedShow Answer

Correct Answer
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D

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A

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B

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