Quiz Answers for chapters 8-12 MIS 300

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

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