IS exam - Flashcard | StudyHippo.com

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It is important to have a working knowledge of information systems within organizations because

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d) all of these

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Transaction processing systems (TPS)

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b) Track data on activities such as products manufactured, services sold, people hired, and payroll checks generated.

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Functional area information systems include which of the following advantages?

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d) None of these are correct

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Accounting and finance functional area information systems support all of the following activities except

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c) Analyzing customer profiles and preferences

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Production/operations and logistics functional area information systems support all of the following activities except

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b) Calculating the availability and cost of money

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Routine reports

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a) Are produced at scheduled intervals

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Which of the following is true?

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d) The actual processing of a transaction has to be standard

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Which of the following is false?

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b) Information systems are only used by large organizations

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

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b) high, repetitive, easy

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Business transactions that are processed as they occur is an example of

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c) OLTP

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The most fundamental information systems in an organization are:

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d) transaction processing systems

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When interest is credited to your savings account at your bank, it is called a:

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d) transaction

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Crediting interest to your savings account at your bank once a month, it is called a:

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a) process

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Data that have been processed by the organization's _____ are inputs into the organization's database.

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c) transaction processing systems

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Which of the following is not a characteristic of a transaction processing system?

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a) small amounts of data are processed

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Which of the following is not an example of a transaction?

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d) Printing a report

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Which of the following is false? (#2)

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a) TPS need large computers to process the transactions

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

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d) providing data from business events to the corporate database

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Which of the following is not a process within an information system for Accounting and Finance?

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c) Inventory management

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Which of the following is not a process within an information system for Human Resource Management?

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b) Firing decisions

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Which of the following is false? (#3)

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c) The POM function within an organization monitors sales.

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Which of the following is false? (#4)

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b) ERP systems look the same to users as functional information systems

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Enterprise resource planning systems take a(n) _____ view of the overall organization

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d) business process

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

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d) Enterprise resource planning systems

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Which of the following is false (#5)

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b) Functional area information systems easily communicate with each other

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The characteristics of ERP systems include all of the following except

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d) typically fitting an organization's existing business processes

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Enterprise resource planning systems are very _____ software products, meaning that companies typically have to change their _____ to accommodate how the software functions.

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e) structured, business processes

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_____ are interorganizational ERP systems that provide Web-enabled links between an organization's key business systems and its customers, suppliers, business partners, and others.

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e) ERP II systems

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_____ are the most successful solutions or problem-solving methods for achieving a business objective

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b) Best practices

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The drawbacks of ERP systems include all of the following except:

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e) They consist of modules

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Which of the following was not included in early ERP systems?

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a) Sales and Marketing

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Which of the following is false about ERP II systems?

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e) These ERP systems have no optional modules

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Which of the following is false? (#6)

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b) An organization doesn't have to use the business processes coded into the ERP

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Which of the following has not been identified as a reason for ERP implementation failure?

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c) Lack of documentation

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Routine reports are produced at scheduled intervals and have set data requirements. _____ reports are used when requirements are not routine.

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a) Ad hoc

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_____ reports are produced at scheduled intervals

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b) Routine

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_____ reports summarize the performance of critical activities.

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e) Key indicator

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When the chief financial officer of a company wants a report on business units who have spent 10 percent more than their allotted budget, she would be requesting which type of report?

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c) Exception

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_____ reports include only information that falls outside certain threshold standards

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c) Exception

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

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a) performance standards

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Data flow diagrams are used to show how __________ flow through a system

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(c) Data

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___________ are produced at scheduled intervals

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(c) Routine reports

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___________ show different sets of data side by side.

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(e) Comparative reports

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___________ are based on performance standards

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(a) Exception reports.

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___________ are produced on demand with specific data requirements.

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(d) Ad-hoc reports

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You would expect ___________________ in a dashboard

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(c) Routine reports

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

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c) transaction

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

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d) providing data from business events to the corporate database

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The characteristics of ERP systems include which of the following?

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e) all of the these

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

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c) business process

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The benefits of enterprise resource planning systems include

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d) All of these are benefits

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

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c) Drill-down

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

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e) touch point

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

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b) customer relationship management system

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

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c) Customer-facing CRM

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

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d) Sales force automation

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

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b) Customer touching

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_____ analyze customer data for designing and executing targeted marketing campaigns

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b) Analytical CRM

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

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d) On-demand CRM

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

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c) it has more functionality than in-house CRM systems

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Customer relationship management software

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c) Manages e-mail distribution, scheduling, billing, and customer information.

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Which of the following statements is not true?

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c) Customer relationship management represents a major break with personal marketing

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Organizational goals for customer relationship management include

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a) Maximizing revenue stream from a given customer over multiple years

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Customer touch points include

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d) All of these are touch points

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Customer relationship management is important to organizations because

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d) All of these.

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Customer-facing applications are operational CRM systems that can

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d) All of these

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Cross-selling is a sales strategy that

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b) Markets products to customers based on previous purchases (e.g., Amazon recommends books that are similar to previous book purchases)

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Analytical customer relationship management systems

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a) Automate service requests, complaints, product returns, and requests for information

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Analytical customer relationship management systems provide information for

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d) All of these

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Analytical CRM is

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c) A system that examines customer behavior and perceptions to provide business intelligence

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Which of the following does NOT describe a customer touching CRM?

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(a) Storefront signage displaying a sale at Target

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If a customer begins a chat with a target.com representative and ends up on the phone with that person to discuss an issue, this activity has involved multiple _______________

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(a) Customer interaction centers

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Which of the following best describes one of the purposes of implementing an analytical CRM system?

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(a) To enhance financial forecasting and customer profitability analysis

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Which of the following is not an essential technology that enable an analytical CRM system

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(c) Smart phones.

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Which of the following is most likely to be a cloud-based CRM?

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(b) On-demand CRM.

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Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

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d) customer relationship management systems were developed

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Which of the following best describes CRM?

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d) a way of thinking and acting

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Which of the following is an important enabler of CRM?

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a) recognizing that there are many customer touch points

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Which of the following is not a customer touch point?

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e) none of the above - all are touch points

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The complete data on a customer is called:

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c) a 360-degree view

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Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

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b) the organization's data warehouse

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_____ systems provide interactive communication with the customer throughout the organization.

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b) Collaborative CRM

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Which of the following statements concerning customer relationship management is false?

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b) CRM constitutes a specific use of technology

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Which of the following statements is false? (#7)

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a) Data consolidation and a 360-degree view mean the same thing

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

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c) Operational CRM

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When customers help themselves, often through electronic touch points, this process is called

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d) customer-touching CRM

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

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c) operational CRM

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In _____, company representatives use multiple communication channels to support their customers' communications preferences.

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e) customer interaction centers

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Which of the following allows customers to connect to a company representative and conduct an instant messaging session?

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b) live chat

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

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d) Sales force automation

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_____ is the practice of marketing additional related products to customers based on a previous purchase.

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e) Cross-selling

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AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

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c) bundling

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You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-sized car of the same brand for you to drive. The salesperson is engaged in:

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a) up-selling

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_____ is a form of _____

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b) Bundling, cross-selling

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_____ are applications and technologies with which customers interact and typically help themselves

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d) Customer-touching applications

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A check-in kiosk at the airport is which type of CRM application

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b) Customer-touching

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_____ are simple tools for answering repetitive customer questions.

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c) Frequently asked questions

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Which of the following is not a customer-touching CRM application?

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e) Shopping cart

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_____ systems study customer behavior and perceptions to provide business intelligence.

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d) Analytical CRM

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_____ creates statistical models of customer behavior and the value of customer relationships over time

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b) Analytical CRM

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

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d) On-demand CRM

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

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c) upstream portion of the supply chain

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

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c) Material flows

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Which of the following is not a limitation of EDI?

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c) it is expensive, but ongoing operating costs are low

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The primary goal of extranets is to

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a) Foster collaboration between and among business partners

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What causes the bullwhip effect?

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(d) All of these answers

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For what is EDI often used?

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d) All of these are correct

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For EDI to operate, what pieces are required?

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(a) Mapping, translation, network, support.

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_____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.

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a) Supply chain visibility

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_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products

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b) Inventory velocity

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A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.

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d) supply chain

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

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c) upstream portion of the supply chain

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Packaging, assembly, and manufacturing take place in which segment of the supply chain?

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b) internal

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The ________ refers to a company's organization and processes for distributing and delivering products to its final customers.

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d) downstream portion of the supply chain

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Returned products, recycled products, and disposal of materials or products are called:

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a) reverse flows

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_____ consist of data that are related to demand, shipments, orders, returns, and schedules

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d) Information flows

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_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

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e) Financial flows

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The goals of supply chain management include which of the following?

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e) all of the above

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

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c) to increase cycle time

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Interorganizational information systems result in all of the following except:

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d) increased cycle time

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In the _____, the production process begins with a forecast.

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e) push model

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In the _____, the production process begins with a customer order

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c) pull model

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The _____ is known as make-to-stock.

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e) push model

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The _____ is known as make-to-order

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c) pull model

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Which of the following is not a problem along the supply chain?

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d) decreased cycle times

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The _____ refers to erratic shifts in orders up and down the supply chain.

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c) bullwhip effect

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Which of the following is not responsible for the bullwhip effect?

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e) poor supply forecast

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Which of the following is not a possible solution to supply chain problems?

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d) horizontal integration

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_____ is the strategy of purchasing upstream suppliers, in order to ensure availability of supplies.

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b) Vertical integration

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When Walmart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits those data to the company that makes the diapers. When inventory gets too low, the diaper company ships more diapers in that Walmart store. This process is called:

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c) vendor-managed inventory

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The primary goal of extranets is to ______

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a) foster collaboration between and among business partners

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Extranets use _____ technology to make communication over the Internet more secure

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c) virtual private network

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

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e) Procurement

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

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a) Distribution

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