MIS Exam #3 – Flashcards
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T/F Operational CRM systems support front-office processes.
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True
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Selling additional products to a customer based on what that customer purchased in the past is called:
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Cross Selling
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A decision for which standardized processes exist would be:
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Structured
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Decisions concerning the long-range goals and policies for growth and resource allocation in an organization would be:
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Strategic planning
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T/F Organizations would typically develop a data warehouse as a point solution to a departmental need.
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False
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T/F BI can be used to fundamentally transform the ways in which a company competes in the marketplace.
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True
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T/F A transaction is any business event that generates data worthy of being captured and stored in a database.
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True
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___ are an evolution of ___.
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ERP systems, TPS
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T/F The production process begins and ends in the warehouse department but involves the production department as well.
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True
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T/F When the company produces goods to create or increase an inventory that is called make-to-order.
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False
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T/F The procurement process begins in the warehouse department (need to buy) and ends in the accounting department (send payment).
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True
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T/F The three-way-match compares the purchase order, the goods receipt document, and the invoice.
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True
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T/F The order fulfillment process begins in the sales department and ends in the accounting department.
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True
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T/F Sell-from-stock is closely associated with customization.
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False
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The flow of materials, information, money, orders, and services from raw material suppliers, through factories and warehouses, to the end customers is:
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Supply chain
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Sourcing and procurement from external suppliers occurs:
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Upstream segment of supply chain
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T/F The production process in the pull model begins with a forecast.
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False
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T/F Another name for the push model is make-to-order.
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False
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T/F Routine reports are produced at scheduled intervals and may contain information not included on ad-hoc reports.
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False
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___ reports include only information that is outside certain threshold standards.
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Exception
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T/F Erratic shifts in orders up and down the supply chain is called the bullwhip effect.
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True
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T/F The business strategy in which a business purchases its upstream supplier(s) to ensure that essential supplies are available as needed is called horizontal integration.
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False
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CRM systems hosted by a vendor in the vendor's data center are:
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On-demand CRM systems
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CRM systems whose source code is available at no cost
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Open-source CRM systems
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T/F Electronic data interchange is a communication standard that enables business partners to electronically exchange routine documents.
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True
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___ link business partners over the Internet by providing them access to certain areas of each other's corporate ___.
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Extranets, intranets
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When a company implements a standard ERP package, using the package's built-in configuration options, this is called:
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Vanilla approach
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When a company rents ERP software from an ERP vendor who delivers its products over the Internet, this is called:
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Software-as-a-service approach
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T/F ERP systems are essentially designed to eliminate information silos.
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True
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T/F ERP II systems are provide Web-enabled links among a company's key business systems and its customers, suppliers, distributors, and others.
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True
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T/F The underlying premise of customer relationship management is to treat all customers the same.
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False
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T/F The basic idea behind data consolidation is for an organization to build a 360-degree view of each customer.
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True
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___ attempts to predict the impact of a change in the assumptions (input data) on the proposed solution.
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Sensitivity analysis
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___ attempts to calculate the value of the inputs necessary to achieve a desired level of output
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Goal-seeking analysis
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T/F Customer-touching applications are known as electronic CRM systems.
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True
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T/F Loyalty programs are designed to reward past behavior.
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False
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T/F Geographic information systems capture, integrate, manipulate, and display data using digitized maps.
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True
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T/F Geocoding means that every record or digital object has an identified geographical location.
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True
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T/F A dashboard supports the user's critical success factors.
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True
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T/F A dashboard enables drill down, trend analysis, and exception reporting.
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True
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T/F Online analytical processing involves "slicing and dicing" data stored in a multidimensional format.
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True
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T/F Data mining can be used to predict trends and patterns.
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True
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T/F In an organization, the ratio of inputs to outputs is productivity.
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True
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When a manager functions as an entrepreneur, she is fulfilling which of these roles?
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Decisional
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T/F Analytical CRM systems provide business intelligence by analyzing customer behavior and perceptions.
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True
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T/F Customer-facing applications and customer-touching applications provide data to be used in analytical CRM systems.
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True
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T/F Early information systems mainly supported the information roles of managers.
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True
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In the _____ phase of the decision making process, managers set criteria for the evaluation of alternative potential solutions.
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Design
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Characteristics of an organizational decision support system include which of the following?
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affects several organizational units or corporate problems cuts across organizational functions or hierarchical layers involves computer-based technologies integrates with enterprisewide information systems *All of the above*
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Which of the following is not a reason that managers need IT support?
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Decisions are becoming less complex
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_____ refers to applications and technologies for consolidating, analyzing, and providing access to vast amounts of data to help users make better business and strategic decisions.
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Business intelligence
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_____ are computer-based information systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.
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Decision support systems
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T/F BI software is not yet available to "frontline personnel" (such as call center operators) within an organization.
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False
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DSS characteristics include which of the following?
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support managers at all organizational levels support all phases of the decision making process adaptable to changing conditions usually utilize quantitative models *all of the above*
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T/F Data Mining can help organizations to identify previously unknown patterns.
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True
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_____ is the study of the impact that changes in one or more variables of a decision-making model have on other variables.
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Sensitivity analysis
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_____ is the study of the impact of a change in the assumptions (input data) on the proposed solution.
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What-if analysis
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Which of the following is not a characteristic of DSS?
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Relatively difficult to use and construct
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This information system uses data visualization technologies to analyze and display data in the form of digital maps for planning and decision making purposes.
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Geographical information system
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Which capability of digital dashboards enables users to go into greater detail?
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Drill down
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Which capability of digital dashboards enables users to have reports that highlight deviations larger than certain thresholds.
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Exception reporting
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Methods that organizations use to interact with their customers are called:
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Touch point
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A(n) _____ is software that helps companies acquire and retain customers.
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customer relationship management system
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T/F Up-selling is the practice of marketing additional related products to customers based on previous purchases.
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Fasle
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T/F The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
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The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
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T/F All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.
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True
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T/F When customers physically enter a store, it is an example of a customer touch point.
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True
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T/F The Web and point-of-sale terminals are examples of customer-touching CRM applications.
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True
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T/F Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.
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False
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_____ includes those areas where customers directly interact with the company.
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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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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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Customer touching
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_____ analyze customer data for designing and executing targeted marketing campaigns.
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Analytical CRM
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T/F The biggest risk of open-source CRM is quality control.
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True
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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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On-demand CRM
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The benefits of open-source CRM include all of the following except:
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it has more functionality than in-house CRM systems
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The flows in supply chains consist of which of the following?
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Materials Information Finance *All of the these*
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T/F A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.
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False
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A company's suppliers, suppliers' suppliers, and the processes for managing them is the:
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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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Material flows
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T/F Supply chain management systems are a type of transaction processing system.
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False
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T/F The pull model is most closely associated with mass customization.
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True
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T/F The push model is most closely associated with mass production.
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True
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Problems along the supply chain include which of the following?
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Poor customer service High inventory costs Loss of revenue Increase cycle times *All of the above*
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T/F Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.
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True
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Which of the following is not a limitation of EDI?
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It is expensive, but ongoing operating costs are low
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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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Transaction
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T/F Transactions processing systems monitor, collect, store, and process data generated from all business events.
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True
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T/F Transaction processing systems typically provide information to managers in the functional areas.
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False
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Which of the following is not a function of functional area information systems?
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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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integrate the planning, management, and use of all resources of the organization provide information necessary to control the business processes of the organization include a set of interdependent software modules may force companies to change existing business processes to fit predetermined business processes of the ERP package *all of the these*
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T/F Enterprise resource planning software is relatively straightforward to implement.
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False
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A _____ is a set of related steps or procedures designed to produce a specific outcome.
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Business process
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T/F The business processes in ERP software are typically defined by the company using the software.
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False
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T/F ERP software includes a set of dependent software modules, each with its own database, that provide support for the business processes in the functional areas.
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False
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T/F The business processes in ERP software are typically predefined by the best practices that the ERP vendor has developed.
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True
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T/F A cross departmental process always ends in a different department than it originates in.
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False
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During which of the common cross functional business processes does a company purchase goods from vendors?
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Procurement Process
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_____ reports show a greater level of detail than is included in routine reports.
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Drill-down
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_____ reports contain special information not found in routine reports.
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Ad hoc
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_____ reports are produced at scheduled intervals.
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Routine
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T/F Business intelligence applications are used for gathering, storing, accessing, and analyzing data to help business users make better decisions.
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True
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Which of the manager's roles do modern information systems support?
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All of the following: interpersonal roles, informational roles, and decisional roles
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Which of the following is not a reason that managers need IT support?
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The number of alternatives is decreasing.
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The type of decision that can be made by following a definite procedure is called a(n) ______ decision.
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Structured
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T/F BI refers to only those technologies that obtain data from warehouses.
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False
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T/F Independent data stores or data silos are an efficient way to store proprietary data because they deny access to unauthorized parties.
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False
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Business intelligence applications include:
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Microsoft Excel spreadsheets Data warehouses Special purpose analytic packages *All of these*
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Searching for valuable business information in a database, data warehouse, or data mart refers to _____.
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Data mining
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At the end of a semester, a student knows that she must score at least an 81 on the final exam to receive an A in the course. She decided that she can make the 81 by studying the material only the night before the exam. She has just performed what kind of analysis?
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Goal-seeking
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Which of the following is not a characteristic of DSS?
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They support all phases of the decision-making process.
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The most distinguishing characteristic of geographical information systems is:
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Every record or digital object has an identified geographical location.
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An important trend is the combination of geographical information systems with _____ to form geospatial technologies.
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Global positioning systems
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A(n) _____ provides rapid access to timely information and direct access to management reports.
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Decision support system
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____ is(are) involved with monitoring and managing an organization's performance according to the organization's key performance indicators.
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Corporate performance management
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Which of the following factors is associated specifically with corporate performance management for online businesses?
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Network traffic
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T/F The One Ford initiative focused exclusively on efficiencies in Ford's production plants.
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False
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T/F The data processed by transaction processing systems provide the inputs for other organizational information systems.
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True
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Organizational transactions are typically _____ volume, _____, and therefore _____ to computerize.
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High, repetitive, easy
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Key features of transaction processing systems include:
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dependability reliability processing capacity *all of these*
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T/F In batch processing, the data are collected from transactions as they occur and placed in groups or batches that are processed as they occur.
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False
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Information systems for accounting and finance incorporate the following functions: (check all that apply)
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Budgeting Auditing Financial planning and forecasting
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Information Systems for marketing incorporate the following functions:
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Customer relationship management
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Information Systems for production and operations management (POM) incorporate the following functions: (check all that apply)
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Planning production and operations Supply chain management Inventory and quality management
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Which of the following is not a function of functional area information systems?
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Providing data from business events to the corporate database
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T/F Functional information systems support the entire enterprise or major portions of it.
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False
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T/F The major objective of ERP Systems is to integrate an organization's various functional areas to facilitate the seamless flow of information.
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True
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T/F Enterprise resource management is an enterprise wide effort intended primarily to acquire and retain customers.
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False
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_____ integrate the planning, management, and use of all of an organization's resources and are designed to tightly integrate the functional areas of the organization.
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Enterprise resource planning systems
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T/F Financial management, operations management, and human resource management are core ERP modules.
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True
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T/F The three common cross functional business processes supported by an ERP system are procurement, production and reporting.
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False
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_____ reports summarize the performance of critical activities.
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Key indicator
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T/F Exception reports show a greater level of detail than is included in routine reports.
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False
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To effectively manage by exception (i.e., use exception reports), the company must first create:
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Performance standards
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According to the closing case, the consequences of customizing an ERP system to accurately reflect a company's business process can include:
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Increased maintenance expenses The inability to incorporate the latest technological developments The failure to sustain a competitive advantage *All of these*
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T/F Small companies do not have to worry about CRM as it is only essential for large organizations..
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False
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T/F Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.
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True
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T/F CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.
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False
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T/F The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.
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False
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Which of the following statements concerning CRM is not true?
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CRM is designed for companies to interact with their customers as a group
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The complete data set on a customer is called:
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A 360-degree view
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_____ systems support the front-office business processes, which directly interact with customers.
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Operational CRM
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The sales, marketing, and service functions are part of:
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Operational CRM
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T/F Operational CRM systems support the front-office business processes, which directly interact with customers.
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False
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T/F A call center is a type of customer interaction center.
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True
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T/F Sales force automation is a customer-facing application.
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True
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_____ systems analyze customer data for designing and executing targeted marketing campaigns.
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Analytical CRM
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Which of the following technologies is(are) used by analytic CRM systems?
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Data warehouses and data mining Decision support systems Transaction processing systems *All of these*
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Analytic CRM systems can be used for the following purposes except:
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Delivering future product information to customers
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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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On-demand CRM
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The benefits of open-source CRM include all of the following except:
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It has more functionality than in-house CRM systems.
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____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.
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Mobile CRM
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T/F In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from
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True
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T/F Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
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False
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The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.
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Upstream segment of the supply chain
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Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.
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Internal
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Which of the following is not a goal of supply chain management?
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To increase cycle time
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The _____ is known as make-to-order.
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Pull model
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T/F The goal of SCM systems is to reduce friction along the supply chain.
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True
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T/F The goal of SCM systems is to reduce friction along the supply chain.
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True
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The _____ is known as make-to-stock.
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Push model
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_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
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Distribution
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_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
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Procurement
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T/F Electronic data interchange does not help much in reducing paper.
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False
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The primary goal of extranets is to do which of the following?
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Foster collaboration between and among business partners