Quiz Answers for chapters 8-12 MIS 300 – Flashcards
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_____ reports summarize the performance of critical activities
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Key Indicator
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Organizational transactions are typically _____ volume, _____, and therefore _____ to computerize.
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high, repetitive, easy
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The characteristics of ERP systems include all of the following except:
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typically fitting an organization's existing business processes
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The most fundamental information systems in an organization are:
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transaction processing systems
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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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_____ reports include only information that falls outside certain threshold standards.
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exception
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Enterprise resource planning systems are very _____ software products, meaning that companies typically have to change their _____ to accommodate how the software functions
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structured, business processes
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_____ are the most successful solutions or problem-solving methods for achieving a business objective.
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best practices
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Which of the following is not a characteristic of a transaction processing system?
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small amount of data are processed
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Enterprise resource planning systems take a(n) _____ view of the overall organization.
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business process
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monitors, collects, stores and processes data generated from all business transactions.
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Transaction processing system
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when the firm collects data from transactions as they occur, placing them in groups or batches, then prepares and processes the batches periodically
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batch processing
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when business transactions are processed online as soon as they occur.
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Online Transaction Processing
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involves collecting data from sensors (e.g., barcode scanners) and entering the data directly into a computer without human intervention
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Source data automation
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provide information mainly to lower- and middle-level managers in the functional areas via a variety of reports.
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Functional area information systems
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provide summarized information, with less detail.
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summary reports
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provide high levels of detailed data, often in support of summary reports
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detailed reports
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allows users to click on an item in a report and be able to access underlying details about that item.
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drill down report
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summarizes the performance of critical activities
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key indicator report
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include only information that falls outside certain threshold standards
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exception reports
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integrate the planning, management and use of all resources of the organization.
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Enterprise Resource Planning Systems
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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 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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Which of the following best describes CRM?
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a way of thinking and acting
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_____ is a form of _____.
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bundling, cross selling
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_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.
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up selling
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The complete data on a customer is called:
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360 degree view
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_____ analyze customer data for designing and executing targeted marketing campaigns.
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Analytical 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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Which of the following is the most important enabler of the 360-degree view of the customer across an organization?
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the organization's data warehouse
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an organizational strategy that is customer-focused and customer-driven.
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Customer relationship management
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One-to-one relationship between a customer and a seller, "Treat different customers differently.", Keep profitable customers and maximize lifetime revenue from them
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Tenets of CRM
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the duration of the relationship, the number of relationships (e.g., the number of products from a company that a customer purchases), and the profitability of the relationship.
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value of a customer
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the component of CRM that supports the front-office business processes. That is, those processes that directly interact with customers
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operational crm
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those applications where an organization's sales, field service, and customer interaction center representatives actually interact with customers.
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costumer facing applications
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refers to systems that automate requests, complaints, product returns, and requests for information.
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Customer service and support
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automatically records all the aspects in a sales transaction process.
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Sales force automation
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help organizations plan campaigns so that the right messages are sent to the right people through the right channels.
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Campaign management applications
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is an online product-building feature
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configurator
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the practice of marketing additional, related products to customers based on their previous purchases
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Cross selling
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is a sales strategy in which the sales person will provide customers the opportunity to purchase higher-value related products or services as opposed to, or along with, the consumer's initial product or service selection
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up selling
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a form of cross selling in which a business sells a group of products or services together at a price that is lower than the combined individual prices of the products.
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bundling
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customers interact directly with online technologies and applications rather than interact with a company representative.
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customer-touching applications
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systems analyze customer behavior and perceptions in order to provide actionable business intelligence.
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analytical crm
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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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an interactive CRM system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers
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Mobile CRM
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CRM software whose source code is available to developers and users
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Open-source CRM
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The _____ is erratic shifts in orders up and down the supply chain.
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bullwhip effect
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In the _____, the production process begins with a forecast.
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push model
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A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.
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supply chain
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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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The primary goal of extranets is to do which of the following?
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foster collaboration between and among business partners
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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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The _____ is known as make-to-order.
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pull model
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A company's organization and processes for distributing and delivering products to its final customers is the:
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downstream portion of the supply chain
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sourcing or procurement takes place
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Upstream component
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packaging, assembly, or manufacturing takes place.
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Internal component
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distribution takes place.
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Downstream component
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all data related to demand, shipments, orders, returns and schedules as well as changes in any of these data.
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information flows
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all transfers of money, payments and credit-related data.
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financial flows
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he function of planning, organizing and optimizing the supply chain's activities
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Supply chain management
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involves information flows among two or more organizations.
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Interorganizational information system
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system in which a supplier delivers the precise number of parts to be assembled into a finished product at precisely the right time
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Just-in-time inventory
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inventory strategy where the supplier monitors a vendor's inventory for a product or group of products and replenishes products when needed.
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Vendor-managed inventory
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a communication standard that enables business partners to exchange routine documents, such as purchase orders, electronically.
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Electronic data interchange
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link business partners to one another over the Internet by providing access to certain areas of each other's corporate intranets.
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extranets
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Being an entrepreneur, disturbance handler, and negotiator is part of the _____ managerial role.
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decisional
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The management cockpit best exemplifies which type of system?
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digital dashboard
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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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_____ provides users with a view of what is happening, where _____ addresses why it is happening.
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Multidimensional data analysis, data mining
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Decisions today are becoming _____ complex, due to _____ uncertainty in the decision environment.
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more, increased
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_____ is the process by which organizational goals are achieved through the use of organizational resources.
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Management
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In the _____ phase of the decision making process, managers examine a situation and identify and define the problem.
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intelligence
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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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___ attempts to find the value of the inputs necessary to achieve a desired level of output.
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Goal-seeking analysis
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When there is no well-understood or agreed-on procedure for making a decision, it is said to be
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unstructured
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a process by which organizational goals are achieved through the use of resources
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management
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figurehead, leader, liaison
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Interpersonal roles
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monitor, disseminator, spokesperson
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Informational roles
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entrepreneur, disturbance handler, resource allocator, negotiator.
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Decisional roles
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refers to a choice that individuals and group make among two or more alternatives.
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decision
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systematic process composed of three major phases: intelligence, design and choice
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decision making
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routine and repetitive problems for which standard solutions exist
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Structured problems
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fuzzy, complex problems for which there are no cut-and-dried solutions.
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Unstructured problems
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problems in which only some of the decision process phases are structured.
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Semistructured problems
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involves executing specific tasks efficiently and effectively
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Operational control
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involves decisions concerning acquiring and using resources efficiently in accomplishing organizational goals.
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Management control
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involves decisions concerning the long range goals and policies for growth and resource allocation.
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Strategic planning
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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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Provides users with a look at what is happening or what has happened and Allows users to analyze data in such a way that they can quickly answer business questions.
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Multidimensional Data Analysis
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searching for valuable business information in a large database or data warehouse.
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data mining
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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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the study of the impact that changes in one (or more) parts of a model have on other parts
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Sensitivity analysis
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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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the study that attempts to find the value of the inputs necessary to achieve a desired level of output.
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Goal-seeking analysis
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an interactive computer-based system that supports the process of finding solutions by a group of decision makers
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Group decision support system
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a face-to-face setting for a group DSS, in which terminals are available to the participants
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decision room
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a DSS that focuses on an organizational task or activity involving a sequence of operations and decision makers
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Organizational Decision Support System
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Provide rapid access to timely information. Provide direct access to management reports. Are very user friendly and supported by graphics
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digital dashboards
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a strategic management room that enables top-level decision makers to pilot their businesses better.
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management cockpit
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olved with monitoring and managing an organization's performance according to key performance indicators.
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Corporate performance management
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Which of the following systems acquisition methods helps clarify user requirements, promotes genuine user participation, and may produce part of the final system?
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prototyping
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Which of the following statements about scope creep is true?
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because scope creep is expensive, successful managers limit it
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Which of the following systems acquisition methods may encourage inadequate problem analysis, is not practical with large numbers of users, and may result in a system with lower quality.
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prototyping
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The _____ method converts future values of benefits to today's value by "discounting" them at the organization's cost of funds.
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net present value
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When systems are created rapidly, without a formal development methodology:
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testing and documentation may be inadequate
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The reasons that so many information system software development projects do not deliver their potential value include all of the following except:
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poor definition of use requirements
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_____ feasibility concerns a firm's policies and politics, power structures, and business relationships.
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organizational
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_____ specify how work is to be divided between the company and its vendors.
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service level agreement
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Place the stages of the systems development life cycle in order:
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investigation, analysis, design, programming, implementation, operation
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Which of the following is the most difficult and crucial task in evaluating a vendor and a software package?
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determining evaluation criteria
