OM Ch. 5

True
Computer chips and microprocessors are examples of hard technology.
True
A company such as eBay relies more on soft technology than hard technology.
True
E-Service refers to using the Internet and technology to provide services that create and deliver time, place, information, entertainment and exchange value to customers and/or support the sale of goods.
True
Computer integrated manufacturing systems combine hardware, software, database management and communications to automate and control a broad range of production activities.
Question options:
True
Customer Relationship Management (CRM) systems use segmentation data to help focus marketing initiatives and provide data for tracing sales trends and advertising effectiveness.
Soft-technology
Database systems, artificial intelligence programs and voice-recognition software are examples of
CAD/CAE
Which of the following enables engineers to design, analyze, test, simulate, and “manufacture” products before they physically exist?
Enterprise Resource Planning Systems (ERP)
handle customer ordering, inventory management and production scheduling on a real-time basis.
supply chain inventory management
Which of the following would not be included in a typical Customer Relationship Management System (CRM)?
providing real-time transaction processing
CRM helps firms gain competitive advantage by all of the following except:
Hard technology
refers to equipment and devices that perform a variety of tasks in the creation and delivery of goods and services
Soft technology
is the application of the Internet, computer software, and information systems to provide data, information, and analysis, and to facilitate the accomplishment of creating and delivering goods and services.
Computer Integrated Manufacturing Systems (CIMS)
represent the union of hardware, software, database management, and communications to automate and control production activities.
Numerical Control (NC) Machine Tools
enable the machinist’s skills to be duplicated by a programmable device (originally punched paper tape) that controls the movements of a tool used to make complex shapes.
Robot
a programmable machine designed to handle materials or tools in the performance of a variety of tasks.
CAD/CAE
enables engineers to design, analyze, test, simulate, and “manufacture” products before they physically exist.
CAM
involves computer control of the manufacturing process.
Flexible Manufacturing Systems (FMS)
consist of two or more computer-controlled machines linked by automated handling devices. Computers direct the overall sequence of operations and route the work to the appropriate machine, select and load the proper tools, and control the operations performed by the machine.
Service technologies
Used behind the scenes to facilitate your experience as a customer.
E-Service
Refers to using the internet and technology to provide services that create and deliver time, place, information, entertainment, and exchange value to customers and/or support the sale of goods.
Intermediary
any entity—real or virtual—that coordinates and shares information between buyers and sellers.
Return Facilitators
specialize in handling all aspects of customers returning a manufactured good or delivered service and requesting their money back, repairing the manufactured good and returning it to the customer, and/or invoking the service guarantee.
Enterprise Resource Planning (ERP)
integrate all aspects of a business—accounting, customer relationship management, supply chain management, manufacturing, sales, human resources—into a unified information system and provide more timely analysis and reporting of sales, customer, inventory, manufacturing, human resource, and accounting data.
ERP
combines each department’s information into a single, integrated system with a common database so that departments can easily share information and communicate with each other.
Customer Relationship Management (CRM)
is a business strategy designed to learn more about customers’ wants, needs, and behaviors in order to build customer relationships and loyalty, and ultimately enhance revenues and profits.
Scalability
a measure of the contribution margin required to deliver a good or service as the business grows and volumes increase.
High Scalability
the capability to serve additional customers at zero or extremely low incremental costs (e.g., Monster.com).
Low Scalability
implies that serving additional customers requires high incremental variable costs (e.g., see WebVan).