question

T/F Operational CRM systems support front-office processes.

answer

True

question

Selling additional products to a customer based on what that customer purchased in the past is called:

answer

Cross Selling

question

A decision for which standardized processes exist would be:

answer

Structured

question

Decisions concerning the long-range goals and policies for growth and resource allocation in an organization would be:

answer

Strategic planning

question

T/F Organizations would typically develop a data warehouse as a point solution to a departmental need.

answer

False

question

T/F BI can be used to fundamentally transform the ways in which a company competes in the marketplace.

answer

True

question

T/F A transaction is any business event that generates data worthy of being captured and stored in a database.

answer

True

question

___ are an evolution of ___.

answer

ERP systems, TPS

question

T/F The production process begins and ends in the warehouse department but involves the production department as well.

answer

True

question

T/F When the company produces goods to create or increase an inventory that is called make-to-order.

answer

False

question

T/F The procurement process begins in the warehouse department (need to buy) and ends in the accounting department (send payment).

answer

True

question

T/F The three-way-match compares the purchase order, the goods receipt document, and the invoice.

answer

True

question

T/F The order fulfillment process begins in the sales department and ends in the accounting department.

answer

True

question

T/F Sell-from-stock is closely associated with customization.

answer

False

question

The flow of materials, information, money, orders, and services from raw material suppliers, through factories and warehouses, to the end customers is:

answer

Supply chain

question

Sourcing and procurement from external suppliers occurs:

answer

Upstream segment of supply chain

question

T/F The production process in the pull model begins with a forecast.

answer

False

question

T/F Another name for the push model is make-to-order.

answer

False

question

T/F Routine reports are produced at scheduled intervals and may contain information not included on ad-hoc reports.

answer

False

question

___ reports include only information that is outside certain threshold standards.

answer

Exception

question

T/F Erratic shifts in orders up and down the supply chain is called the bullwhip effect.

answer

True

question

T/F The business strategy in which a business purchases its upstream supplier(s) to ensure that essential supplies are available as needed is called horizontal integration.

answer

False

question

CRM systems hosted by a vendor in the vendor's data center are:

answer

On-demand CRM systems

question

CRM systems whose source code is available at no cost

answer

Open-source CRM systems

question

T/F Electronic data interchange is a communication standard that enables business partners to electronically exchange routine documents.

answer

True

question

___ link business partners over the Internet by providing them access to certain areas of each other's corporate ___.

answer

Extranets, intranets

question

When a company implements a standard ERP package, using the package's built-in configuration options, this is called:

answer

Vanilla approach

question

When a company rents ERP software from an ERP vendor who delivers its products over the Internet, this is called:

answer

Software-as-a-service approach

question

T/F ERP systems are essentially designed to eliminate information silos.

answer

True

question

T/F ERP II systems are provide Web-enabled links among a company's key business systems and its customers, suppliers, distributors, and others.

answer

True

question

T/F The underlying premise of customer relationship management is to treat all customers the same.

answer

False

question

T/F The basic idea behind data consolidation is for an organization to build a 360-degree view of each customer.

answer

True

question

___ attempts to predict the impact of a change in the assumptions (input data) on the proposed solution.

answer

Sensitivity analysis

question

___ attempts to calculate the value of the inputs necessary to achieve a desired level of output

answer

Goal-seeking analysis

question

T/F Customer-touching applications are known as electronic CRM systems.

answer

True

question

T/F Loyalty programs are designed to reward past behavior.

answer

False

question

T/F Geographic information systems capture, integrate, manipulate, and display data using digitized maps.

answer

True

question

T/F Geocoding means that every record or digital object has an identified geographical location.

answer

True

question

T/F A dashboard supports the user's critical success factors.

answer

True

question

T/F A dashboard enables drill down, trend analysis, and exception reporting.

answer

True

question

T/F Online analytical processing involves "slicing and dicing" data stored in a multidimensional format.

answer

True

question

T/F Data mining can be used to predict trends and patterns.

answer

True

question

T/F In an organization, the ratio of inputs to outputs is productivity.

answer

True

question

When a manager functions as an entrepreneur, she is fulfilling which of these roles?

answer

Decisional

question

T/F Analytical CRM systems provide business intelligence by analyzing customer behavior and perceptions.

answer

True

question

T/F Customer-facing applications and customer-touching applications provide data to be used in analytical CRM systems.

answer

True

question

T/F Early information systems mainly supported the information roles of managers.

answer

True

question

In the _____ phase of the decision making process, managers set criteria for the evaluation of alternative potential solutions.

answer

Design

question

Characteristics of an organizational decision support system include which of the following?

answer

affects several organizational units or corporate problems cuts across organizational functions or hierarchical layers involves computer-based technologies integrates with enterprisewide information systems *All of the above*

question

Which of the following is not a reason that managers need IT support?

answer

Decisions are becoming less complex

question

_____ refers to applications and technologies for consolidating, analyzing, and providing access to vast amounts of data to help users make better business and strategic decisions.

answer

Business intelligence

question

_____ are computer-based information systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.

answer

Decision support systems

question

T/F BI software is not yet available to "frontline personnel" (such as call center operators) within an organization.

answer

False

question

DSS characteristics include which of the following?

answer

support managers at all organizational levels support all phases of the decision making process adaptable to changing conditions usually utilize quantitative models *all of the above*

question

T/F Data Mining can help organizations to identify previously unknown patterns.

answer

True

question

_____ is the study of the impact that changes in one or more variables of a decision-making model have on other variables.

answer

Sensitivity analysis

question

_____ is the study of the impact of a change in the assumptions (input data) on the proposed solution.

answer

What-if analysis

question

Which of the following is not a characteristic of DSS?

answer

Relatively difficult to use and construct

question

This information system uses data visualization technologies to analyze and display data in the form of digital maps for planning and decision making purposes.

answer

Geographical information system

question

Which capability of digital dashboards enables users to go into greater detail?

answer

Drill down

question

Which capability of digital dashboards enables users to have reports that highlight deviations larger than certain thresholds.

answer

Exception reporting

question

Methods that organizations use to interact with their customers are called:

answer

Touch point

question

A(n) _____ is software that helps companies acquire and retain customers.

answer

customer relationship management system

question

T/F Up-selling is the practice of marketing additional related products to customers based on previous purchases.

answer

Fasle

question

T/F The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

answer

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

question

T/F All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

answer

True

question

T/F When customers physically enter a store, it is an example of a customer touch point.

answer

True

question

T/F The Web and point-of-sale terminals are examples of customer-touching CRM applications.

answer

True

question

T/F Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

answer

False

question

_____ includes those areas where customers directly interact with the company.

answer

Customer-facing CRM

question

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

answer

Sales force automation

question

A check-in kiosk at the airport would be what type of CRM application?

answer

Customer touching

question

_____ analyze customer data for designing and executing targeted marketing campaigns.

answer

Analytical CRM

question

T/F The biggest risk of open-source CRM is quality control.

answer

True

question

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

answer

On-demand CRM

question

The benefits of open-source CRM include all of the following except:

answer

it has more functionality than in-house CRM systems

question

The flows in supply chains consist of which of the following?

answer

Materials Information Finance *All of the these*

question

T/F A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

answer

False

question

A company's suppliers, suppliers' suppliers, and the processes for managing them is the:

answer

upstream portion of the supply chain

question

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

answer

Material flows

question

T/F Supply chain management systems are a type of transaction processing system.

answer

False

question

T/F The pull model is most closely associated with mass customization.

answer

True

question

T/F The push model is most closely associated with mass production.

answer

True

question

Problems along the supply chain include which of the following?

answer

Poor customer service High inventory costs Loss of revenue Increase cycle times *All of the above*

question

T/F Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.

answer

True

question

Which of the following is not a limitation of EDI?

answer

It is expensive, but ongoing operating costs are low

question

A _____ is any business event that generates data worthy of being captured and stored in the organization's database.

answer

Transaction

question

T/F Transactions processing systems monitor, collect, store, and process data generated from all business events.

answer

True

question

T/F Transaction processing systems typically provide information to managers in the functional areas.

answer

False

question

Which of the following is not a function of functional area information systems?

answer

Providing data from business events to the corporate database

question

The characteristics of ERP systems include which of the following?

answer

integrate the planning, management, and use of all resources of the organization provide information necessary to control the business processes of the organization include a set of interdependent software modules may force companies to change existing business processes to fit predetermined business processes of the ERP package *all of the these*

question

T/F Enterprise resource planning software is relatively straightforward to implement.

answer

False

question

A _____ is a set of related steps or procedures designed to produce a specific outcome.

answer

Business process

question

T/F The business processes in ERP software are typically defined by the company using the software.

answer

False

question

T/F ERP software includes a set of dependent software modules, each with its own database, that provide support for the business processes in the functional areas.

answer

False

question

T/F The business processes in ERP software are typically predefined by the best practices that the ERP vendor has developed.

answer

True

question

T/F A cross departmental process always ends in a different department than it originates in.

answer

False

question

During which of the common cross functional business processes does a company purchase goods from vendors?

answer

Procurement Process

question

_____ reports show a greater level of detail than is included in routine reports.

answer

Drill-down

question

_____ reports contain special information not found in routine reports.

answer

Ad hoc

question

_____ reports are produced at scheduled intervals.

answer

Routine

question

T/F Business intelligence applications are used for gathering, storing, accessing, and analyzing data to help business users make better decisions.

answer

True

question

Which of the manager's roles do modern information systems support?

answer

All of the following: interpersonal roles, informational roles, and decisional roles

question

Which of the following is not a reason that managers need IT support?

answer

The number of alternatives is decreasing.

question

The type of decision that can be made by following a definite procedure is called a(n) ______ decision.

answer

Structured

question

T/F BI refers to only those technologies that obtain data from warehouses.

answer

False

question

T/F Independent data stores or data silos are an efficient way to store proprietary data because they deny access to unauthorized parties.

answer

False

question

Business intelligence applications include:

answer

Microsoft Excel spreadsheets Data warehouses Special purpose analytic packages *All of these*

question

Searching for valuable business information in a database, data warehouse, or data mart refers to _____.

answer

Data mining

question

At the end of a semester, a student knows that she must score at least an 81 on the final exam to receive an A in the course. She decided that she can make the 81 by studying the material only the night before the exam. She has just performed what kind of analysis?

answer

Goal-seeking

question

Which of the following is not a characteristic of DSS?

answer

They support all phases of the decision-making process.

question

The most distinguishing characteristic of geographical information systems is:

answer

Every record or digital object has an identified geographical location.

question

An important trend is the combination of geographical information systems with _____ to form geospatial technologies.

answer

Global positioning systems

question

A(n) _____ provides rapid access to timely information and direct access to management reports.

answer

Decision support system

question

____ is(are) involved with monitoring and managing an organization's performance according to the organization's key performance indicators.

answer

Corporate performance management

question

Which of the following factors is associated specifically with corporate performance management for online businesses?

answer

Network traffic

question

T/F The One Ford initiative focused exclusively on efficiencies in Ford's production plants.

answer

False

question

T/F The data processed by transaction processing systems provide the inputs for other organizational information systems.

answer

True

question

Organizational transactions are typically _____ volume, _____, and therefore _____ to computerize.

answer

High, repetitive, easy

question

Key features of transaction processing systems include:

answer

dependability reliability processing capacity *all of these*

question

T/F In batch processing, the data are collected from transactions as they occur and placed in groups or batches that are processed as they occur.

answer

False

question

Information systems for accounting and finance incorporate the following functions: (check all that apply)

answer

Budgeting Auditing Financial planning and forecasting

question

Information Systems for marketing incorporate the following functions:

answer

Customer relationship management

question

Information Systems for production and operations management (POM) incorporate the following functions: (check all that apply)

answer

Planning production and operations Supply chain management Inventory and quality management

question

Which of the following is not a function of functional area information systems?

answer

Providing data from business events to the corporate database

question

T/F Functional information systems support the entire enterprise or major portions of it.

answer

False

question

T/F The major objective of ERP Systems is to integrate an organization's various functional areas to facilitate the seamless flow of information.

answer

True

question

T/F Enterprise resource management is an enterprise wide effort intended primarily to acquire and retain customers.

answer

False

question

_____ integrate the planning, management, and use of all of an organization's resources and are designed to tightly integrate the functional areas of the organization.

answer

Enterprise resource planning systems

question

T/F Financial management, operations management, and human resource management are core ERP modules.

answer

True

question

T/F The three common cross functional business processes supported by an ERP system are procurement, production and reporting.

answer

False

question

_____ reports summarize the performance of critical activities.

answer

Key indicator

question

T/F Exception reports show a greater level of detail than is included in routine reports.

answer

False

question

To effectively manage by exception (i.e., use exception reports), the company must first create:

answer

Performance standards

question

According to the closing case, the consequences of customizing an ERP system to accurately reflect a company's business process can include:

answer

Increased maintenance expenses The inability to incorporate the latest technological developments The failure to sustain a competitive advantage *All of these*

question

T/F Small companies do not have to worry about CRM as it is only essential for large organizations..

answer

False

question

T/F Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

answer

True

question

T/F CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

answer

False

question

T/F The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

answer

False

question

Which of the following statements concerning CRM is not true?

answer

CRM is designed for companies to interact with their customers as a group

question

The complete data set on a customer is called:

answer

A 360-degree view

question

_____ systems support the front-office business processes, which directly interact with customers.

answer

Operational CRM

question

The sales, marketing, and service functions are part of:

answer

Operational CRM

question

T/F Operational CRM systems support the front-office business processes, which directly interact with customers.

answer

False

question

T/F A call center is a type of customer interaction center.

answer

True

question

T/F Sales force automation is a customer-facing application.

answer

True

question

_____ systems analyze customer data for designing and executing targeted marketing campaigns.

answer

Analytical CRM

question

Which of the following technologies is(are) used by analytic CRM systems?

answer

Data warehouses and data mining Decision support systems Transaction processing systems *All of these*

question

Analytic CRM systems can be used for the following purposes except:

answer

Delivering future product information to customers

question

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

answer

On-demand CRM

question

The benefits of open-source CRM include all of the following except:

answer

It has more functionality than in-house CRM systems.

question

____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.

answer

Mobile CRM

question

T/F In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from

answer

True

question

T/F Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

answer

False

question

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.

answer

Upstream segment of the supply chain

question

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.

answer

Internal

question

Which of the following is not a goal of supply chain management?

answer

To increase cycle time

question

The _____ is known as make-to-order.

answer

Pull model

question

T/F The goal of SCM systems is to reduce friction along the supply chain.

answer

True

question

T/F The goal of SCM systems is to reduce friction along the supply chain.

answer

True

question

The _____ is known as make-to-stock.

answer

Push model

question

_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.

answer

Distribution

question

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

answer

Procurement

question

T/F Electronic data interchange does not help much in reducing paper.

answer

False

question

The primary goal of extranets is to do which of the following?

answer

Foster collaboration between and among business partners

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