Flashcards About ISM 3011 Final
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According to Peter Drucker, what are managers who do things right addressing?
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Effectiveness
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Transaction processing systems are primarily used to automate business processes. Automation increases efficiency and effectiveness, while reducing head count, which in turn reduces the overall operational _____________.
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cost
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Market share measures a firm's external performance relative to that of its competitors. Which of the following represents how a firm measures market share?
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Dividing the firm's sales by the total market sales for the entire industry
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Changing business processes with MIS outlines how to improve the three levels of business processes, which include operational, managerial, and strategic. From operational to strategic, what are the three major improvement strategies that the author describes?
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Automation--streamlining--reengineering
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Most business processes are cross-functional or cross-departmental processes that span the entire organization. Which of the following does not represent a cross-functional business process?
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Processing payroll
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Review the following statements. Which one does not represent an example of a structured decision?
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Deciding to enter a new market
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What can a manager use a model to do?
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Calculate risk Change variables Understand uncertainty All of these
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What form of processes include loan processing for a bank, claims processing for an insurance company, reservation processing for a hotel, and baggage handling for an airline?
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Industry-specific customer-facing processes
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What is a simplified representation or abstraction of reality?
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model
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What is consolidation?
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Involves the aggregation of information and features simple roll-ups to complex groupings of interrelated information
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What is drill-down capability?
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Enables users to get details, and details of details, of information
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What 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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What is slice-and-dice capability?
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The ability to look at information from different perspectives
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What is the analysis that works in reverse to what-if and sensitivity analysis by finding the inputs necessary to achieve a goal such as a desired level of output?
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Goal-seeking analysis
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What is the difference between the As-Is process model and the To-Be process model?
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The As-Is process model begins with what the process problem is, and the To-Be process model displays how the problem will be solved.
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What is the DSS analysis that checks the impact of a change in a variable or assumption on the model?
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What-if analysis
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What is the point when resources reach full capacity and cannot handle any additional demands?
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Bottlenecks
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What type of metrics measure throughput, transaction speed, and system availability?
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Efficiency MIS metrics
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What type of process includes order processing, customer service processing, sales processing, customer billing processing, and order shipping processing?
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Customer-facing processes
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Which of the following business ideas is not using AI?
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Best Buy implements a software system that will determine how many customers are needed to increase gross profits to $5 million.
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Which of the following is a customer-facing process?
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Communicating with customers
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Which of the following is an example of an intelligent system?
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The Firefighter Robot that can extinguish flames at chemical plants Shell Oil's Smart Pump robot that pumps gas for the customer A robot that cleans and sweeps at a local airport All of these
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Which of the following key terms represents the types of decisions made at the operational, managerial, and strategic levels of a company?
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Structured decisions Unstructured decisions Semistructured decisions All of these
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Which of the following processes attempt to understand and measure the current process and make improvements?
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Business process improvement
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Which of the following represents a business-facing process?
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Strategic planning
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Which of the following represent the four main DSS analysis techniques outlined in the chapter?
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What-if analysis, sensitivity analysis, goal-seeking analysis, optimization analysis
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Which of the following would create transactional information?
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Making an airline reservation
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Which of the following would you include as decisions and responsibilities typically found at the operational level of a company?
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Develop core business activities required to run the day-to-day operations Control core business activities required to run the day-to-day operations Maintain core business activities required to run the day-to-day operations All of these
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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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A transaction processing system (TPS) is the basic business system that assists operational-level analysts when making structured decisions. Which of the following is not an example of a TPS?
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Comfort Dental patient diagnosis system
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Review the following list of key terms and determine which one typically occurs during strategic business process improvement.
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Reengineering
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What can a model accomplish?
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Calculate risks Understand uncertainty Manipulate time All of these
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What is a model that represents the current state of the operation without any specific improvements or changes to existing processes?
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As-Is process models
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What would managers use to make structured decisions at the operational level?
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Transactional information
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Which of the following departments is primarily responsible for promoting discounts, attracting customers, and communicating marketing campaigns?
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Marketing and sales
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Which of the following describes the efficiency MIS metric of throughput?
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The amount of information that can travel through a system at any point in time
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Which of the following does not represent an example of analytical information?
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Unstructured long-term decisions
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Which of the following explains why a company would implement a BPR strategy?
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To create value for the customer
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Which of the following is a not a type of organizational information system?
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Analysis processing system
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Which of the following is not included as part of a benchmark?
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Benchmarks help assess how an MIS project performs over time. When measured against MIS projects, benchmarks can provide feedback so managers can control the system. Benchmarks help to establish baseline values the system seeks to attain. Benchmarks help to establish baseline values the system seeks to attain. Benchmarks perform All of these.
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What is the difference between customer-facing processes and business-facing processes?
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Customer-facing processes are front-office processes, and business-facing processes are back-office processes.
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What is the process of continuously measuring system results, comparing those results to optimal system performance, and identifying steps and procedures to improve system performance?
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Benchmarking
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Which of the following business processes would you find in the marketing and sales division?
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Promoting of discounts
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Both individuals and organizations have embraced ebusiness to do which of the following?
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Enhance productivity Maximize convenience Improve communication All of these
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eBay buyers voluntarily comment to other users and sellers on the quality of service, promptness of shipping, and their general satisfaction with the product. This is one of the most popular examples of user-generated content and is called ____________.
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Reputation system
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How would you categorize mobile entertainment, mobile sales, mobile ticketing, and mobile banking?
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Mobile business Mbusiness Mcommerce All of these
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Managing consumer trust is a challenge for ebusinesses. Which of the following is a good way to build trust when working with customers over the Internet?
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Be accessible to communicate in person Be available to communicate in person Use customer testimonials that link to your client's website All of these
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Many believe that U.S. tax policy should provide a level playing field for traditional retail businesses, mail order companies, and online merchants. What form of ebusiness challenge is this statement referring to?
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Adhering to taxation rules
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Many websites use _______ to constantly feed news to consumers instead of having the consumer search for the news.
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RSS
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M&M's offers people the opportunity to order the candy in special colors or with customized sayings. How would you classify M&M's ebusiness strategy?
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Mass customization
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Netflix creates a unique recommendation listing for each customer that revisits its website. How would you classify Netflix's ebusiness strategy?
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Personalization
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Nike offers people the opportunity to visit its website to create running shoes in the style and color they choose. How would you classify Nike's ebusiness strategy?
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Mass customization
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Some of the benefits for a company to operate an internal wiki are that they are great tools for all of the following except:
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Building software applications
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Twitter is an example of a __________.
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Microblogging website
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What are agents, software, or businesses that provide a trading infrastructure to bring buyers and sellers together?
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Intermediaries
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What are some of the immediate results businesses found from using instant messaging?
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Quickly identify which employees are at their computers Easily hold simultaneous IM sessions with multiple people Resolve questions or problems immediately All of these
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What are the four main types of ebusiness models?
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Business-to-business, business-to-consumer, consumer-to-business, and consumer-to-consumer
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What are the four most common Business 2.0 characteristics?
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Content sharing through open source, user-contributed content, collaboration inside the organization, collaboration outside the organization
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What are the three primary models that a B2C can use to operate?
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Brick-and-mortar, click-and-mortar, virtual
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What describes how products in a network increase in value to users as the number of users increase?
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Network effect
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What is a business that operates in a physical store without an Internet presence?
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Brick-and-mortar business
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what is a component of Web 3.0 that describes things in a way that computers can understand?
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Semantic web
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What is an ISP?
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Internet service provider is a company that provides access to the Internet for a monthly fee.
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What is a pure-play business?
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A business that operates only on the Internet without a physical store
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What is information richness?
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Refers to the depth and breadth of details contained in a piece of textual, graphic, audio, or video information
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What is information reach?
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Measures the number of people a firm can communicate with all over the world
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What is the ability of an organization to tailor its products or services to the customers' specifications?
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Mass customization
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What is the difference between a B2C and a C2B?
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B2C focuses on business to consumers, and C2B focuses on consumers to business.
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What is the difference between asynchronous and synchronous communication?
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Asynchronous is communication that does not occur at the same time; synchronous communication occurs at the same time.
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What is the ebusiness model that applies to customers offering goods and services to each other over the Internet?
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C2C
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What is the Internet protocol web browsers use to request and display web pages using universal resource locators?
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Hypertext transport protocol (HTTP)
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What is the primary business advantage of using email?
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Providing the ability to inform and communicate with many people simultaneously, immediately, and with ease
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What is the website that was the primary catalyst for growing electronic government and is currently the official U.S. gateway to all government information?
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FirstGov.gov
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What is web content that is created and updated by many users for many users?
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User-contributed content
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Which of the following is a reason for the growth of the World Wide Web?
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The microcomputer revolution Advancements in networking hardware Web pages being easy to create and flexible All of these
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What occurs when a business sells directly to the customer online and cuts out the middleman?
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Disintermediation
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When evaluating the business value of disintermediation the more ____________ that is(are) cut from the distribution chain, the lower the product price.
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Intermediaries
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Which of the following best describes Web 2.0?
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Social media and user-generated web content
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Which of the following best describes Web 3.0?
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Based on the "intelligent" web, where applications use natural language processing
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Which of the following is an example of a disruptive technology?
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Oracle's database software Sony's transistor-based consumer electronics (transistor radio) Intel's low-end microprocessor All of these
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Which of the following is a type of web browser?
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Internet Explorer and Mozilla Firefox
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Which of the following statements is inaccurate?
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Web 2.0 is a simple static website without any interaction with its users.
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Which type of ebusiness model is Amazon using?
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Pure play
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A company can reduce its costs using ebusiness to change its business processes. Which of the following represents an example of a company reducing its costs through ebusiness?
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Researching products to find the lowest price and visiting the store to purchase the item
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Many industries have taken an active role in online business, including the government. Which of the following is the term that describes the use of strategies and technologies to transform government by improving the delivery of services and enhancing the quality of interaction between the citizen-consumer within all the branches of government?
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Egovernment
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Many industries have been forced to change due to technology advances. Which of the following industries has felt the lowest amount of economic impact from ebusiness?
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Waste or recycling industry
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Unlike traditional HTML, which of the following lets writers communicate and readers respond on a regular basis through a simple online journal?
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Blog
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What are the four challenges facing ebusinesses outlined in the text?
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Identifying limited market segments, managing consumer trust, ensuring consumer protection, and adhering to taxation rules
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What is an online journal that allows users to post their own opinions, comments, graphics, and video?
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A blog or web log
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What is software whose source code is available free for any third party to review and modify?
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Open source
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What is the ability to purchase goods and services through a wireless Internet-enabled device?
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Mobile business
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What is the primary way that social networks work?
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Connecting people by matching profile information
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Which of the following is a set of tools that supports the work of teams or groups by facilitating the sharing and flow of information?
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Collaboration system
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Which of the following represents a brick-and-mortar business?
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T.J.Maxx
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Which of the following would not be considered a company operating in the long tail of a typical sales curve?
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Walmart
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Which type of ebusiness model is Barnes & Noble using?
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Click-and-mortar
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Social tagging describes the collaborative activity of marking shared online content with keywords or tags as a way to ______________.
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All of these
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What is the difference between a wiki and a blog?
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A wiki user can alter the original content of an article; a blog user can only add information as a comment.
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What type of Internet monitoring technique records information about a customer during a web surfing session, such as what websites were visited and how long the visit was, what ads were viewed, and what was purchased to personalize online advertisements but may causes privacy issues?
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Clickstream
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As the president of a local trade company, Kristin is faced with leadership, ethical, and operational decisions on a daily basis. Kristen's responsibilities include examining the organizational resource of information and regulating its definitions, uses, value, and distribution, ensuring it has the types of information required to function and grow effectively. What is Kristin overseeing for the company?
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Information management
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Businesses need to include (1) not using the service as part of violating any law, (2) not attempting to break the security of any computer network or user, (3) not posting commercial messages to groups without prior permission, and (4) not performing any nonrepudiation in its _______
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acceptable use policy
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Sophie Black works as a computer programmer for a software company. Her boss, Mike Jones, is responsible for developing a new software game for the Wii. After completion of the project Mike gives all of the team members a free copy of the game without consent from the company. Sophie is a little hesitant and unsure about accepting the game because legally it would be considered _________.
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Pirated software
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What is a small file deposited on a hard drive by a website that contains information about customers and their web activities, allowing the website to record the coming and going of customers, usually without their knowledge or consent?
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Cookie
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What is the difference between pirated and counterfeit software?
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Pirated is the unauthorized use, duplication, distribution, or sale of copyrighted software; counterfeit is software that is manufactured to look like the real thing and sold as such.
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What is the intangible creative work that is embodied in physical form and includes trademarks and patents?
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Intellectual property
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What is the legal protection afforded an expression of an idea, such as a song, book, or video game?
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Copyright
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Which of the following contains general principles to guide computer user behavior?
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Ethical computer use policy
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Which of the following means the right to be left alone when you want to be, to have control over your personal possessions, and not to be observed without your consent?
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Privacy
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Which of the following refers to the ability of a company to identify, search, gather, seize, or export digital information in responding to a litigation, audit, investigation, or information inquiry?
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Ediscovery
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Which of the following represents the definition of information compliance?
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The act of conforming, acquiescing, or yielding information
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Applications allowed to be placed on the corporate network, like IM software, and corporate computer equipment used for personal reason on personal networks are two areas that should be addressed by managers in which of the following company policies?
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Information security policies
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According to the ethical computer use policy, users should be ______________ of the rules and, by agreeing to use the system on that basis, _______________ to abide by the rules.
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Informed, consent
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A company should be able to calculate the cost of downtime by which of the following?
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Per hour, per day, and per week
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A DDoS stands for one of the common forms of viruses, that attack multiple computers to flood a website until it slows or crashes. What does DDoS stand for?
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Distributed denial-of-service attack
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All of the following are types of information security breaches except:
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Ediscovery
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Employees need to understand that email privacy exists to an extent and that corporate email is solely owned by _________.
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The company
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If an organization implemented only one policy, which one would it want to implement?
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Ethical computer use policy
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Jensen is a senior developer for HackersRUs, a company that helps secure management information systems. Jensen's new task is to break into the computer system of one of HackersRUs's top clients to identify system vulnerabilities and plug the holes. What type of hacker is Jensen?
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White-hat hacker
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What are the first two lines of defense a company should take when addressing security risks?
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People first, technology second
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What can encryption technology perform?
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Switch the order of characters Replace characters with other characters Insert or remove characters All of these
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What is a device that is around the same size as a credit card, containing embedded technologies that can store information and small amounts of software to perform some limited processing?
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Smart card
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What is it called when a hacker looks through your trash to find personal information?
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Dumpster diving
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What is the identification of a user based on a physical characteristic, such as a fingerprint, iris, face, voice, or handwriting?
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Biometrics
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What is the most secure type of authentication?
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Something the user knows such as a user ID and password Something the user has such as a smart card or token Something that is part of the user such as a fingerprint or voice signature Combination of All of these
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What is the one of the most common forms of computer vulnerabilities that can cause massive computer damage?
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Virus
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What is unsolicited email that plagues employees at all levels and clogs email systems?
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Spam
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What must you do with antivirus software to make it protect effectively?
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Must frequently update it to protect against viruses
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What prevention technique scrambles information into an alternative form that requires a key or password to decrypt?
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Encryption
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What type of encryption technology uses multiple keys, one for public and one for private?
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Public key encryption
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Where do organizations typically place firewalls?
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Between the server and the Internet
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Which of the following is a cost of downtime in addition to lost revenue?
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Legal expenses Loss in financial performance Damage to reputation All of these
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Which of the following is an example of a way to maintain information security that a company should include in its information security policies?
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Requiring computer users to log off before leaving for lunch Never sharing user or password information with anyone Changing passwords every 30 to 60 days All of these
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Which of the following is considered a type of biometrics?
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Voice Face Iris All of these
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Which of the following is not an example of unplanned downtime?
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A system upgrade
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Which of the following key terms represents the principles and standards that guide our behavior toward other people?
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Ethics
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Which of the following protection techniques scans and searches hard drives to prevent, detect, and remove known viruses, adware, and spyware?
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Antivirus software
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Which of the following refers to a period of time when a system is unavailable?
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Downtime
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Which policy details the extent to which email messages may be read by others?
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Email privacy policy
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What is the process that provides a user with permission including access levels and abilities such as file access, hours of access, and amount of allocated storage space?
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Authorization
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In the information technology world, which of the following are examples of ethical issues that a company may have to manage?
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(everyone can see everything) All of the following
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A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints. A contact center is one of the best assets a customer-driven organization can have. Why?
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Maintaining a high level of customer support is critical to obtaining and retaining customers.
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Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's _____________ centers directly to P&G's _____________ centers.
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Distribution; manufacturing
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What allows customers to use the web to find answers to their questions or solutions to their problems?
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Web-based self-service
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What are several different types of software that sit between and provide connectivity for two or more software applications?
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Middleware
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What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?
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Sales management CRM systems
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What automates order processes from initial customer inquiry to final product delivery?
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Selling chain management
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What can analytical CRM modeling tools discover?
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Identify opportunities for expanding customer relationships Identify opportunities for cross-selling Identify opportunities for up-selling All of these
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What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
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List generator
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What does supply chain management involve?
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The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
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What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?
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Supply chain event management
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What is an organization performing when it asks questions such as, "Which customers are at risk of leaving"?
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CRM predicting technologies
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What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?
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Bullwhip effect
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What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?
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Website personalization
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What provides enterprisewide support and data access for a firm's operations and business processes?
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Enterprise systems
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What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?
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Analytical CRM
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What takes information entered into a given system and sends it automatically to all downstream systems and processes?
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Forward integration
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Where would you find the manufacturer and distributor in a typical supply chain?
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In the middle
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Which of the following generates demand forecasts using statistical tools and forecasting techniques?
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Demand planning system
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Where would you find the suppliers' suppler in a typical supply chain?
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Upstream
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Which application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution?
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ERP
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Which application's primary business benefits include market demand, resource and capacity constraints, and real-time scheduling?
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SCM
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Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns?
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CRM
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Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?
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Human resource components
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Which industries will want to keep using CRM as a major strategic focus in the future?
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Industries whose products are difficult to differentiate
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Which of the following describes an ERP system?
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ERP systems provide a foundation for collaboration among departments. ERP systems enable people in different business areas to communicate. ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. All of these.
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Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?
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Supply chain execution systems
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Which of the following is a common customer service CRM metric?
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Average time to resolution
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Which of the following is a common marketing CRM metric?
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Cost per interaction by marketing campaign
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Which of the following is a common sales CRM metric?
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Number of new customers
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Which of the following metrics represents the agreed upon time between the purchase of a product and the delivery of the product?
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Customer order cycle time
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Which of the following metrics represents the frequency of inventory replacement?
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Inventory turnover
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Which of the following metrics represents the time it takes to manufacture a product and deliver it to the retailer?
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Inventory cycle time
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Which of the following occurs when everyone involved in sourcing, producing, and delivering the company's product works with the same information?
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Eliminates redundancies Cuts down wasted time Removes misinformation All of these
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Which of the following operational CRM technologies does the customer service department typically use?
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Contact center, web-based self-service, call scripting
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Which of the following questions represents a CRM analyzing technology question?
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Why did sales not meet forecasts?
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Which of the following questions represents a CRM predicting technology question?
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What customers are at risk of leaving?
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Which of the following represents the bullwhip effect?
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Distorted product-demand information ripples from one partner to the next throughout the supply chain.
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Why is CRM one of the most valuable assets a company can acquire?
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CRM has proven to increase customer loyalty and retention and an organization's profitability.
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Who are the primary users of SCM systems?
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Customers, resellers, partners, suppliers, and distributors
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Who are the primary users of ERP systems?
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Accounting, finance, logistics, and production
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As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?
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Existing customers are the best source of profitable and sustainable revenue growth
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Which of the following operational CRM technologies does the sales department typically use?
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Sales management, contact management, opportunity management
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Which of the following is a benefit an organization can receive from outsourcing?
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Financial savings. Increase technical abilities. Market agility. All of these
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What is the implementation phase in the SDLC?
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Involves placing the system into production so users can begin to perform actual business operations with the system
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An organization must identify what it wants to do and how it is going to do it. What does the "what" part of this question focus on?
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Justification of the project Definition of the project Expected results of the project All of these
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What are project objectives?
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Quantifiable criteria that must be met for the project to be considered a success
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What is a business requirement?
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The specific business requests the system must meet to be successful
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What is a graphical network model that depicts a project's tasks and the relationships between those tasks?
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PERT chart
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An organization must identify what it wants to do and how it is going to do it. What does the "how" part of this question focus on?
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Analysis of project risks
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What is an activity-based process in which each phase in the SDLC is performed sequentially from planning through implementation and maintenance?
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Waterfall methodology
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Which of the following describes agile?
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Fast and efficient Small and nimble Lower cost All of these
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What is the number-one reason IT projects fall behind schedule or fail?
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Poor planning or poor project management
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Which of the following is a characteristic of a successful project?
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Delivered on time Delivered within budget Meets the business's requirements All of these
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What is the most important part of the project plan?
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Communication
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Which of the following is a business-related consequence of failing software?
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Decrease productivity Damage to brand reputation Increased liabilities All of these
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What is the overall process for developing information systems from planning and analysis through implementation and maintenance?
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Systems development life cycle
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What are project constraints?
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Specific factors that can limit options
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What is the outsourcing option that includes the closest location and direct customer control?
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Onshore outsourcing
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What is an arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house?
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Outsourcing
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What is project scope?
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The work that must be completed to deliver a product with the specified features and functions
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What type of chart typically displays the critical path?
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PERT chart
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What is the analysis phase in the SDLC?
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Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system
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What is a common approach using the professional expertise within an organization to develop and maintain the organization's information technology systems?
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In-sourcing
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What is it called when a company uses organizations from developing countries to write code and develop systems?
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Offshore outsourcing
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What are the three primary variables (or triple constraints) in any project?
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Time, cost, scope
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What is the critical path?
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The path from start to finish that passes through all the tasks that are critical to completing the project in the shortest amount of time
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What is a project?
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A temporary activity undertaken to create a unique product, service, or result
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What is the application of knowledge, skills, tools, and techniques to project activities to meet project requirements?
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Project management
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What emphasizes extensive user involvement in the rapid and evolutionary construction of working prototypes of a system to accelerate the systems development process?
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RAD methodology
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Which of the following is the primary reason companies outsource?
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Tap outside sources of expertise.
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What are project assumptions?
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Factors that are considered to be true, real, or certain without proof or demonstration
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What consists of a series of tiny projects?
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Iterative development
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Which of the following is an outsourcing challenge caused by contract length?
answer
Difficulties in getting out of a contract Problems in foreseeing future issues Problems in reforming an internal IT department All of these
question
Which methodology aims for customer satisfaction through early and continuous delivery of useful software components developed by an iterative process with a design point that uses the bare minimum requirements?
answer
Agile methodology
question
What is the design phase in the SDLC?
answer
Involves describing the desired features and operations of the system
question
Which of the following does a project manager perform?
answer
Defines and develops the project plan Tracks the plan to ensure all key project milestones are completed on time Is an expert in project planning and management All of these
question
What are project deliverables?
answer
Any measurable, tangible, or verifiable outcome, result, or item that is produced to complete a project or part of a project
question
All of the following are challenges of outsourcing, except:
answer
Reduced frustration and expense related to hiring and retaining employees in an exceptionally tight job market
question
What is an internal department that oversees all organizational projects?
answer
Project management office
question
Which of the following includes a common reason that change occurs?
answer
A misunderstanding of the initial scope Shifts in planned technology that force unexpected and significant changes to the business An omission in defining initial scope All of these
question
What breaks a project into tiny phases where developers cannot continue on to the next phase until the first phase is complete?
answer
Extreme programming
question
Which of the following represents the phases in the SDLC?
answer
Plan, analysis, design, develop, test, implement, maintain
question
What is the systems development life cycle?
answer
The overall process for developing information systems from planning and analysis through implementation and maintenance
question
Which of the following is a benefit an organization can receive from outsourcing?
answer
Financial savings Increase technical abilities Market agility All of these
