IS 290 Cronk: Quizes 1-5 – Flashcards
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MIS is a business function. Which of the following does MIS perform to help aid the company in decision making and problem solving?
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-Moves information about processes across the company to improve systems -Moves information about products -Moves information about people
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What is a way of monitoring the entire system of a company by viewing the multiple inputs being processed to produce outputs?
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Systems thinking
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The sales department needs to rely on information from operations to understand
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-Inventory -Customer orders -Demand forecasts
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Cheryl Steffan is the operations manager for Nature's Bread Company, which specializes in providing natural products for health-conscious individuals. Cheryl is responsible for compiling, analyzing, and evaluating daily sales numbers to determine the company's profitability and forecast production for the next day. Which of the following is an example of a piece of data Cheryl would be using to successfully perform her job?
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Craig Newmark customer number is 15467
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Data is useful for understanding individual sales, but to gain deeper insight into a business, data needs to be turned into information. Which of the following offers and example of turning data into information?
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-What is my best selling product? -Who are my best customers? -What is my worst-selling product?
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How does the text recommend that a company operate if it wants to be successful in the information age?
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Interdependently between departments
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One challenge that companies today sometimes have is that they are departmentalized and the departments act independently of each other. One solution that can help a company work interdepartmentally includes...
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Management information systems
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What is the name of a company's MIS department?
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-IT (information technology) -MIS (management information systems) -IS (information systems)
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Most companies are organized by departments or functional areas. Which of the following is not a common department found in a company?
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Payroll
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The department within a company that records, measures, and reports monetary transactions is called...
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Accounting
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Greg works for Geneva Steel Co. Greg's duties include managing the overall processes for the company and transforming the steel resources into goods. What department does Greg most likely work in?
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Operations Manager
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Which of the following statements is true?
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IT enables business success and innovation
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Which of the following is not included as one of Friedman's top 10 forces that flattened the world?
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Systems Thinking
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Information technology can enable departments to more efficiently and effectively perform their...
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Business operations
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Consider a washing machine as a system. What represents the inputs?
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The dirty clothes, water, and detergent.
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Your boss, Tom Repicci, has asked you to analyze the airline industry using Porter's three generic strategies. Which of the following companies are using a differentiation strategy?
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British Airways. Singapore Airlines, Virgin Atlantic
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What is a competitive advantage?
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A feature of a product or service on which customers place a greater value than on similar offerings from competitors.
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Updating business strategies is a continuous undertaking, as internal and external environments are...
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Rapidly changing
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Some industries' competition is much more intense than others. Retail grocery stores, such as Kroger, Safeway, and Albertson's in the U.S., experience fierce competition and offer similar marketing campaigns to compete. What is this an example of in terms of Porter's 5 Forces?
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Rivalry among existing competitors
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What is a feature of a product or service that customers have come to expect and that entering competitors must match if they want to survive?
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Entry barrier
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When applying Porter's 3 Generic Strategies, Tiffany & Co. has a competitive scope and a cost strategy that is a...
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Narrow market, high cost strategy
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What includes support-value activities and primary-vale activities and is used to determine how to create the greatest possible value for customers?
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Value chain analysis
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Broad differentiation, broad cost leadership, and __________, are three generic strategies identified by Porter.
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Focused strategy
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Paula Logston is the owner and operator of a high-end online custom clothing company. Paula has never heard of Porter's Five Forces Model, and she wants to understand why she should perform an analysis using it. If you were tasked with explaining Porter's Five Forces Model to Paula, what would be the primary reason she would want to use this type of analysis?
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To help Paula evaluate the attractiveness of the clothing industry
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Callie Crystal owns and operates one of the most successful local coffee shops in Denver, called The Edgewater Café. Each time a customer purchases their 100th cup of coffee at The Edgewater Café, they receive a free pound of coffee of their choice. What is Callie attempting to create with her unique "Free Pound of Coffee" marketing program?
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Reducing buyer power with a loyalty program
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All of the following are common tools used in industry to analyze and develop competitive advantages, except...
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Competitive analysis model. (The ones that do: three generic stages, value chain analysis, and five forces model.)
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Your boss, Ty Jacob, has asked you to analyze the music industry using Porter's 5 Forces Model. Which of the following represents buyer power in the music industry?
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Wal-Mart, Target, Itunes
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Which of the following is similar to focused strategy versus broad strategy?
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Niche market vs. large market
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Which of the following offers an example of a company operating in a narrow, focused market operating as the low-cost provider?
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Payless Shoes
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According to Porter, companies that wish to dominate broad markets should operate using a __________ strategy.
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Cost leadership with a low cost
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Which of the following is not one of the questions asked during the analyzing phase of CRM?
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What customers are at risk of leaving?
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Which of the following is an organizational result from an effective and efficient supply chain management system?
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-Create entry barriers thereby reducing the threat of new entrants -Decrease the power of its buyers -Increase efficiencies while seeking a competitive advantage through cost leadership
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What is the formula that an organization can use to find its most valuable customers?
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REM-Recency, Frequency, Monetary value
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What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?
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Customer segmentation
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What is the term that defines how recently a customer purchased an item?
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Recency
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What is a business process?
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A standard set of activities that accomplish a specific task, such as processing a customer's order
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Which of the following is not one of the questions asked during the predicting phase of CRM?
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What is the total revenue by customer?
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Which of the following is a customer-facing process?
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Order shipping
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What is business process engineering?
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The analysis and redesign of workflow within and between enterprises
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Which company used BPR to change its industry by implementing a mobile claims process?
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Progressive Insurance
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Which of the following statements is incorrect
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CRM predicting technologies help organizations identify their customers across other applications
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What is enterprise-wide resource planning?
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Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations
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What is the purpose of business process reengineering?
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To make all business processes the best-in-class
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What does supply chain management involve?
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The management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability
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What are the three phases in the evolution of CRM?
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Reporting, analyzing, predicting
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Which of the following is not one of the questions during the reporting phase of CRM?
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Who are our customers?
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Which of the following is a business-facing process?
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Budgeting forecasting
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Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?
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Does the process fall above best in class?
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What is the term that identifies how frequently a customer purchases items?
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Frequency
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What is CRM?
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Both a technology and a strategy
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What is business processing reengineering?
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The analysis and redesign of workflow within and between enterprises
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Which of the following is not one of the questions asked during the predicting phase of CRM?
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What is the total revenue by customer?
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What is a customer facing process?
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The result in a product or service that is received by an organization's external customer
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What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications?
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Customer identification
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What can effective and efficient supply chain management systems enable an organization to accomplish?
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Increase its supplier power
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The quantifiable metrics a company uses to evaluate progress toward critical success factors are called
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Key performance indicators
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Which are typical CRM metrics?
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-Sales Metrics -Marketing Metrics -Service Metrics
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What is eBay constantly benchmarking?
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MIS projects for efficiency and effectiveness
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The balances scorecard was developed by Drs. Robert Kaplan and David Norton. Which systems does the balanced scorecard measure?
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BPR and ERP
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Which is measured by such benchmarks as satisfaction surveys, percentage of existing customers retained, and increases in revenue dollars per customer?
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Customer satisfaction
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The balanced scorecard views the organization from four perspectives, and users should develop metrics, collect data, and analyze their business relative to each of these perspectives. Which of the following are some of the four perspectives in the leading score card?
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-The customer perspective -The financial perspective -The internal business process perspective
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What typer of metrics includes number of marketing campaigns, new customer retention rates, and number of feedbacks by marketing campaign?
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CRM metrics
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On the graph depicting the interrelationships between efficiency and effectiveness, where does an organization ideally want to operate?
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Upper right-hand corner
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According to Peter Drucker, what are managers who DO the RIGHT THINGS addressing?
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Effectiveness
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What type of metrics includes number back order, customer order promised cycle time, and customer order actual cycle time?
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SCM metrics
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According to Peter Drucker, what are managers who DO THINGS RIGHT addressing?
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Efficiency
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Which of the following are types of effectiveness MIS metric?
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-Response time -Customer satisfaction -Financial
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What types of metrics measure customer satisfaction?
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Effectiveness MIS metrics
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What type of metrics includes number of prospective customers. number of new customers, and number or retained customers?
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CRM metrics
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Which of the following is not a type of efficiency MIS metric?
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Usability
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Which role within a company is responsible for overseeing all uses off MIS and ensuring that MIS strategy aligns with business goals and objectives?
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Chief Information Officer (CIO)
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What are the principles and standards that guide our behavior toward other people?
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Ethics
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What is intangible creative work that is embodied in physical form?
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Intellectual property
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What first-ever national appointment was made by President Obama?
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National Chief Technology Officer
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Broad functions of a CIO include
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-Ensuring that the strategic vision of IT is in line with the strategic vision of the organization -Ensuring the delivery of all IT projects, on time and within budget -Building and maintaining strong executive relationships
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Jeremy Bridges is an executive for Green Web Designs, where his primary role is to ensure the security of business systems and develop strategies to protect the company from online viruses and hackers. What is Jeremy's role within the company?
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Chief Security Officer (CSO)
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Trina Hauger works for Johnson Electric as a corporate lawyer, and part of her duties are to ensure the ethical and legal use of information within the company. Which of the following represents Trina's role at Johnson Electric?
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Chief Privacy Officer (CPO)
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The old business axiom "time is money" needs to be updated to more accurately reflect the crucial interdependence between IT and business processes. What is the recommended new phrase?
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Uptime is money
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Which of the following activities does a CIO perform?
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-Oversees all uses of information technology -Ensures the strategic alignment of IT with business goals -Ensures the strategic alignment of IT with business objectives
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What issue concerns CIOs the most?
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Enhancing customer satisfaction
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According to Infonetics research, what is the leading cause of downtime?
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Software failure followed by human error
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What is a broad term encompassing the protection of information from accidental or intentional missuse by persons inside or outside an organization?
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Information security
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Who is responsible for ensuring the thoughtput, speed, accuracy, availability, and reliability of an organization's information technology?
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CTO
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What gives a person the legal right to use copyrighted material in certain situations?
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Fair Use Doctrine
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Who is responsible for ensuring the security of IT systems and developing strategies and IT safeguards against attacks from hackers and viruses?
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CSO
