INMT 341 Exam 1 UTK: Module 2a and b

information processing

capturing, recording, organizing, storing, retrieving, displaying, and distributing information is ______

sources/sinks

the repeating information-processing pattern consists of inputs, processes, outputs, data storage, and _____

input

data entering a process

output

data leaving a process

data store

collection of data at rest

source/sink

external entity providing or receiving data

DFD

data flow diagram

data flows and processing

what does a DFD primarily show

attributes

DFDs intentionally avoid focusing on physical ______ or specific technologies

data flows

in a DFD, labeled arrows represent

external sources/destinations

in a DFD, rectangles represent ______

data stores

in a DFD, parallel horizontal lines represent ______

information processes

in a DFD, numbered labeled ovals represent ______

logical

do DFDs represent physical or logical processing

ERP

enterprise resource planning

integrate

ERP applications automate business processes and ______ information across functional areas

CRM

customer relationship management

SCM

supply chain management

transaction data store

stores business-event records

master data store

stores attributes describing important entities

reference data store

stores lookup/reference information

transaction

quoes, approved sales orders, shipments, invoices, and payments are examples of ______ data

master

customers, employees, products, vendors, and cash accounts are examples of ______ data

reference

price lists and product catalogs are examples of ______ data

customer

a customer master generally contains one record per ______

events

a transaction data store documents individual business ______

things

a master data store describes key persons, places, and ____

order to cash

attract customers, deliver goods/services, and collect payments are traits in ______

order to payment, revenue, sales

three other names for order to cash

value chain

OTC is often viewed as the heart of the company’s ______

order to cash

which process usually involves the most direct customer interaction

existing

OTC must attract new customers and retain ______ customers

OTC

generating revenue and profit makes a successful ______ process essential

cash collection

OTC seeks to minimize time between customer selection and ______

collected

OTC seeks to minimize cash that is not ______ from customers

profitability

product quality and price should balance customer value with organizational ______

satisfaction

quality customer support should increase customer ______

resources

a lean OTC process attempts to eliminate wasted _____

cash flow

reducing operating costs should help increase ______

market/support customers

first major OTC activity

negotiates

after marketing, the organization ______ a customer order

inspected

after negotiation, goods/services are selected and ______

delivery

goods/services are then prepared for ______

sale

delivering goods/services represents the point of ______

payment

after delivery, the seller receives ______

customer return

a possible final OTC activity

OTC sequense

market → negotiate → fulfill → bill → collect

picking

order fulfillment commonly includes ______, packing, and shipping

invoicing

order fulfillment produces two critical information processes: recording fulfillment and ______

customer decision to buy

what actually triggers the OTC process

buy

marketing events attempt to influence the customer’s decision to ______

marketing events

sales calls, advertisements, media campaigns, and promotions are examples of ______

CRM

customer interaction data is commonly stored in what type of software

no

does a customer quote begin the sales process

interest

a quote indicates customer ______

quote transaction data store

______ records customer quotes

one

how many records are generally stored per quote

link

if a quote becomes an order, the sales-order process should ______ the quote to the order

order

the goal of generating a quote is ultimately to produce a customer ______

generate useful analysis/insights

why collect marketing data

marketing investment

marketing data can help measure return on ______

sales order entry

processing sales-order negotiations

customer order

what normally begins a sales-order negotiation

customer order

______ is order data originating from customer

items

a customer order typically identifies the customer and requested ______

paper

customer orders may arrive by phone, email, website, or ______

customer order vs. sales order

customer creates customer order, seller creates sales order

errors

the order-entry program should check customer orders for completeness and ______

ability to fulfill

the seller evaluates two major things before approving an order: customer payment ability and ______

customer master data store

______ is data describing customers

create one

if no customer record exists, what should occur

updated

for returning customers, existing master data should be checked and ______

credit

if the customer is not immediately paying, the organization generally performs a ______ decision

general authorization

______ is routine credit approval

credit rating

general authorization generally applies to customers below their credit limit with good ______

specific authorization

______ is detailed credit approval

credit limit

specific authorization may be needed for new customers, past-due customers, or customers requesting a higher ______

credit manager

who commonly performs specific authorization

specific authorization

which authorization requires more review and analysis

no

is the customer’s credit card normally charged during order negotiation

point of sale

when is a credit card normally charged

ATP

available to purchase

inventory master

which data store is checked for product availability

promised

inventory selected for an approved order is tagged as ______

prevent overstating availability

why tag inventory as promised

backorder

item currently unavailable but expected later

after approval

when does a customer order become a valid sales order

sales order transaction data store

______ stores approved sales orders

open sales order

approved order not yet fulfilled/billed

approved sales order

what authorizes fulfillment

order acknowledgement

customer notification of approved order is ______

picking slip/ticket

authorization/details for warehouse picking is ______

PTP or conversion

a backorder may trigger what two other processes

customer order

a purchase order generated by the buyer becomes what from the seller’s OTC perspective

warehousing

what function usually receives the picking release

pick

the picking release authorizes warehouse employees to ______ and pack goods

stockout

demand cannot be fulfilled from inventory on hand

theft, damage, inaccurate records

what can cause an unexpected stockout

reconciled

if physical inventory differs from system inventory, the balances should be ______

annually

inventory should generally be physically counted at least ______