OM Ch 5

True
Computer chips and microprocessors are examples of hard technology.
T/F
True
A company such as eBay relies more on soft technology than hard technology.
T/F
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.
T/F
True
Computer integrated manufacturing systems combine hardware, software, database management and communications to automate and control a broad range of production activities.
T/F
True
Customer Relationship Management (CRM) systems use segmentation data to help focus marketing initiatives and provide data for tracing sales trends and advertising effectiveness.
T/F
b) soft technology
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

b) CAD/CAE
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

c) handle customer ordering, inventory management and production scheduling on a real-time basis.
Enterprise Resource Planning Systems (ERP)

a) are a subset of supply chain management

b) give each function the ability to set up its own databases

c) handle customer ordering, inventory management and production scheduling on a real-time basis.

d) are easy to implement

d) supply chain inventory management
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

a) providing real-time transaction processing
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

technology
both physical and information—
has dramatically changed how work is
accomplished in every industry, from mining to
manufacturing to education to health care.
hard technology
refers to equipment and
devices that perform a variety of tasks in the
creation and delivery of goods and services.
soft technology
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.
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
_____________________ are 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 facilitarors
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)
systems 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.
Customer Relationship Management
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).