Question 1

Differentiate between customer-facing processes and business-facing processes.

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Question 2

Customer-facing processes result in a product or service that is received by an organization's ___________ customer.

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Question 3

________________-facing processes are invisible to the external customer but essential to the effective management of the business and include goal setting,day-to-day planning,performance feedback,rewards,and resource allocation.

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Question 4

Enterprise resource planning systems ______________ all departments and functions throughout an organization into a single IT system.

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Question 5

Order processing is a ________-facing process.

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Question 6

Customer relationship management involves ______________ all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

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Question 7

Identify how an organization can use business process reengineering to improve its business.

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Question 8

Describe SCM,CRM,and ERP and the differences among them.

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Question 9

Business process reengineering is the analysis and _________ of workflow within and between enterprises.

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Question 10

Summarize why CRM is more than just technology and must be embraced on an enterprise-wide level,along with the types of things an organization can determine when using a CRM system.

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Question 11

In terms of Porter's Five Forces Model,explain the benefits an organization can receive from implementing an efficient and effective SCM system.

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Question 12

Budget forecasting is a __________-facing process.

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Question 13

Explain the goal of enterprise resource planning.

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Quiz 3: Strategic Initiatives for Implementing Competitive Advantages