IS 300 Final Exam (9-12)

71. Returned products, recycled products, and disposal of materials or products are called: A. reverse flows B. returns C. material flows D. information flows E. financial flows

A. reverse flows

35. Which of the following is not a characteristic of a transaction processing system? A. small amounts of data are processed B. sources of data are mainly internal C. low computation complexity D. high level of accuracy, data integrity, and security E. high level of detail

A. small amounts of data are processed

30. The type of decision that can be made by following a definite procedure is called a(n) ______ decision. A. structured B. unstructured C. undocumented D. semistructured E. procedural

A. structured

51. You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in: A. up-selling B. cross-selling C. bundling D. customer relationship management E. customer intimacy

A. up-selling

42. Computer support is least for which of the following problems? A. semistructured and strategic planning B. unstructured and strategic planning C. semistructured and management control D. unstructured and operational control E. structured and strategic planning

B. unstructured and strategic planning

57. _____ systems study customer behavior and perceptions to provide business intelligence. A. CRM B. Collaborative CRM C. Operational CRM D. Analytical CRM E. Transactional CRM

D. Analytical CRM

43. Enterprise resource planning systems take a(n) _____ view of the overall organization. A. User's B. Management C. Functional D. Business process E. Transactional

D. Business process

44. _____ 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. A. Transaction processing systems B. Supply chain management systems C. Functional area information systems D. Enterprise resource planning systems E. Corporate extranets

D. Enterprise resource planning systems

48. At the end of a semester, a student knows that she must achieve a grade of 81 or higher on her final exam to get an A in the course. She has just performed what kind of analysis? A. What-if B. Qualitative C. Sensitivity D. Goal-seeking E. Simulation

D. Goal-seeking

49. _____ attempts to find the value of the inputs necessary to achieve a desired level of output. A. What-if analysis B. Qualitative analysis C. Sensitivity analysis D. Goal-seeking analysis E. Simulation

D. Goal-seeking analysis

45. Which of the follow statements is false about customer interaction centers (CIC)? A. A call center is an example of a CIC. B. A Help Desk is an example of a CIC. C. In outboard telesales the sales person contacts the customer. D. In inboard telesales the customer calls the CIC. E. Live chat provides an advantage over telephone conversations

D. In inboard telesales the customer calls the CIC.

59. _____ is a CRM system that is hosted by an external vendor in the vendor's data center. A. Mobile CRM B. Analytical CRM C. Operational CRM D. On-demand CRM E. Customer-facing CRM

D. On-demand CRM

36. Which of the following is not an example of a transaction? A. A person hired B. A payroll check generated C. A service sold D. Printing a report E. Checking out at Walmart

D. Printing a report

48. _____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process. A. Inbound telesales B. Outbound telesales C. Sales team efforts D. Sales force automation E. The customer help desk

D. Sales force automation

44. _____ includes those areas where customers directly interact with the company. A. CRM B. Analytical CRM C. Customer-facing CRM D. Customer-touching CRM E. Transactional CRM

C. Customer-facing CRM

61. When the chief financial officer of a company wants a report on business units who have spent 10 percent more than their allotted budget, she would be requesting which type of report? A. Ad hoc B. Routine C. Exception D. Detailed E. Key indicator

C. Exception

62. _____ reports include only information that falls outside certain threshold standards. A. Ad hoc B. Routine C. Exception D. Detailed E. Key indicator

C. Exception

55. _____ are simple tools for answering repetitive customer questions. A. Personalized Web pages B. Customized products and services C. Frequently asked questions D. E-mail systems E. Automated response systems

C. Frequently asked questions

39. Which of the following is not a process within an information system for Accounting and Finance? A. Budgeting B. Managing Currencies C. Inventory management D. Auditing E. Expense management

C. Inventory management

54. Which of the following has not been identified as a reason for ERP implementation failure? A. Failure to include affected employees in planning B. The complexity of the planning C. Lack of documentation D. Insufficient training E. No change management processes

C. Lack of documentation

70. _____ are the physical products, raw materials, and supplies that flow along a supply chain. A. Reverse flows B. Reverse logistics C. Material flows D. Information flows E. Financial flows

C. Material flows

29. Business transactions that are processed as they occur is an example of A. batch processing B. source data automation C. OLTP D. TPS E. ESS.

C. OLTP

43. _____ systems support the front-office business processes which directly interact with customers. A. CRM B. Collaborative CRM C. Operational CRM D. Analytical CRM E. Transactional CRM

C. Operational CRM

34. Which of the following is not a characteristic of unstructured decisions? A. They are complex. B. They typically are fuzzy and unclear. C. Standard solutions exist. D. Human intuition is involved. E. The first three phases of the decision-making process occur in no particular sequence.

C. Standard solutions exist.

52. Which capability of digital dashboards enables users to obtain the latest data available on key performance indicators or some other metric, ideally in real time? A. Drill-down B. Key performance indicators C. Status access D. Trend analysis E. Exception reporting

C. Status access

41. Which of the following is false? A. Inventory management determines how much inventory to order. B. Large companies allow their vendors to manage their inventory. C. The POM function within an organization monitors sales. D. Quality control used by manufacturing units uses metrics. E. Computer systems are used to integrate all aspects of product design.

C. The POM function within an organization monitors sales.

57. Which of the following activities does not occur within the order fulfillment process? A. The sales department receives a customer inquiry and issues a quotation indicating price and availability. B. The sales department forwards a sales order to the warehouse. C. The warehouse forwards a purchase requisition in order to buy goods from a vendor. D. The warehouse prepares the shipment and produces internal documentation. E. The accounting department issues an invoice to the customer.

C. The warehouse forwards a purchase requisition in order to buy goods from a vendor.

34. Data that have been processed by the organization's _____ are inputs into the organization's database. A. office automation systems B. functional area information systems C. Transaction processing systems D. decision support systems E. digital dashboards

C. Transaction processing systems

40. The complete data on a customer is called: A. a profile B. a record C. a 360-degree view D. a file E. a consolidated customer map

C. a 360-degree view

78. The _____ is erratic shifts in orders up and down the supply chain. A. demand forecast effect B. supply forecast effect C. bullwhip effect D. inventory effect E. customer coordination effect

C. bullwhip effect

50. AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of: A. up-selling B. cross-selling C. bundling D. customer relationship management E. customer intimacy

C. bundling

43. Searching for valuable business information in a database, data warehouse, or data mart is referred to as _____. A. structured queries B. database queries C. data mining D. query by example E. expert system queries

C. data mining

24. In the _____ phase of the decision-making process, managers construct a model that simplifies the problem. A. implementation B. choice C. design D. intelligence E. consideration

C. design

55. The management cockpit best exemplifies which type of system? A. decision support system B. expert system C. digital dashboard D. functional area information system E. group decision support system

C. digital dashboard

69. Distribution or dispersal takes place in which segment of the supply chain? A. upstream B. internal C. downstream D. external E. none of the above

C. downstream

61. The benefits of open-source CRM include all of the following except: A. it is easy to customize B. it is favorably priced C. it has more functionality than in-house CRM systems D. updates and error fixes occur rapidly E. it has extensive support information available

C. it has more functionality than in-house CRM systems

84. Which of the following is not a limitation of EDI? A. it is inflexible B. business processes may have to be restructured C. it is expensive, but ongoing operating costs are low D. multiple EDI standards exist E. it is difficult to make quick changes

C. it is expensive, but ongoing operating costs are low

62. Trends that have led to the supply chain concept include all of the following except: A. modern organizations are focusing on their core competencies B. modern organizations are concentrating on becoming more agile and flexible C. modern organizations are buying their suppliers in order to have more transparency along the supply chain D. modern organizations are relying on other companies to supply necessary goods and services E. modern organizations are relying on an increasing number of suppliers

C. modern organizations are buying their suppliers in order to have more transparency along the supply chain

46. The sales, marketing, and service functions are part of: A. CRM B. analytical CRM C. operational CRM D. collaborative CRM E. transactional CRM

C. operational CRM

76. In the _____, the production process begins with a customer order. A. supply chain model B. inventory model C. pull model D. vertical integration model E. push model

C. pull model

38. A company's annual employee evaluation best fits which type of decision? A. unstructured B. structured C. semistructured D. confrontational E. wisdom

C. semistructured

41. Computer support is greatest for which of the following problems? A. semistructured and strategic planning B. unstructured and operational control C. structured and operational control D. semistructured and management control E. structured and management control

C. structured and operational control

73. Which of the following is not a goal of supply chain management? A. to reduce uncertainty along the supply chain B. to decrease inventory levels C. to increase cycle time D. to improve customer service E. to improve business processes

C. to increase cycle time

35. When there is no well-understood or agreed-on procedure for making a decision, the decision is said to be: A. undocumented B. structured C. unstructured D. semistructured E. documented

C. unstructured

36. A large foreign automobile manufacturer is considering where to build a new manufacturing plant in the United States. They are making which type of decision? A. structured B. semistructured C. unstructured D. informational E. wisdom

C. unstructured

66. A company's suppliers, suppliers' suppliers, and the processes for managing them is the: A. suppliers' chain B. external supply chain C. upstream portion of the supply chain D. downstream portion of the supply chain E. entire supply chain

C. upstream portion of the supply chain

82. When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called: A. supply chain management B. demand chain management C. vendor-managed inventory D. enterprise resource planning inventory E. just-in-time inventory

C. vendor-managed inventory

86. Extranets use _____ technology to make communication over the Internet more secure. A. telepresence B. anti-malware C. virtual private network D. voice-over IP E. videoconferencing

C. virtual private network

52) Social marketplaces act as online ______________ that harness the power of social networks for introducing, buying, and selling products and services. a) intermediaries b) shopping carts c) communities d) collaborative consumption e) mashup

a) intermediaries

29) With Web 1.0 sites, users _________________, whereas with Web 2.0 sites, users _________________. a) Use HTML, use CCS b) Passively receive information, participate with the site. c) Use wired connections, use wireless connections. d) Have to know the address of the site, can use search engines to find a site e) Did not have to login to find information, have to login in to find information.

b) Passively receive information, participate with the site.

51) Ratings, reviews, and recommendations a) Are always provided by businesses on their Web site. b) Are posted by experts. c) Are posted without compensation. d) Are an aspect of social shopping. e) Are not beneficial to the business

d) Are an aspect of social shopping.

45) Which of the following is not an example of social commerce? a) Wendy offers gift cards to online users for funniest response to various challenges. b) Pepsi Co. sends live notifications to customers when they are close to a store that sells their products. c) Disney allows people to book tickets on Facebook without leaving the site. d) Best Buy has a Web site which can be used to purchase products for pick up in a store. e) Zappo's uses Twitter to send customers coupons when they mention a Zappo's product.

d) Best Buy has a Web site which can be used to purchase products for pick up in a store.

59) Using social computing tools to do market research a) Is only done by consumers b) Is only done by businesses c) Is expensive d) Can foster closer customer relationships e) Uses only data provided to the business.

d) Can foster closer customer relationships

57) All of the following are used to provide online market research except a) Reviews b) Recommendations c) Voting d) Emails e) Blogs

d) Emails

38) Which of the following is not a social networking site? a) Facebook b) YouTube c) Flickr d) Wikipedia e) LinkedIn

d) Wikipedia

58. _____ reports contain special information not found in routine reports. A. Ad hoc B. Summary C. Drill-down D. Key-indicator E. Exception

A. Ad hoc

42. Which of the following statements is false? A. Data consolidation and 360-degree view mean the same thing. B. Data about customers in various functional areas was difficult to share. C. Collaborative CRM systems enable customers to provide direct feedback to the organization D. CRM systems use a data warehouse to make all customer data available to every unit of the business. E. Organizations can use blogs for customer input about their products and services.

A. Data consolidation and 360-degree view mean the same thing.

45. Credit card companies would most likely use which of the following to check for fraudulent credit card use? A. Data mining B. Expert systems C. Neural networks D. Multidimensional data analysis E. Structured query language

A. Data mining

54. A check-in kiosk at the airport would be what type of CRM application? A. Inbound telesales B. Customer touching C. Outbound telesales D. Sales E. Customer facing

A. Inbound telesales

39. _____ is the efficient and effective execution of specific tasks. A. Operational control B. Management control C. Strategic planning D. Expertise E. Wisdom

A. Operational control

51. Which of the following was not included in early ERP systems? A. Sales and Marketing B. Inventory Control C. Order Entry D. Distribution E. Raw materials management

A. Sales and Marketing

31. ________ decisions are more common at lower organizational levels. A. Structured B. Unstructured C. Undocumented D. Semistructured E. Procedural

A. Structured

32. Rank-and-file employees tend to make more _________ decisions. A. Structured B. Unstructured C. Undocumented D. Semistructured E. Procedural

A. Structured

33. Calculating gross pay for hourly workers is an example of ________ decision making. A. Structured B. Unstructured C. Undocumented D. Semistructured E. Procedural

A. Structured

63. _____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks. A. Supply chain visibility B. Horizontal integration C. Vertical integration D. Supply chain intelligence E. Supply chain integration

A. Supply chain visibility

37. Which of the following is false? A. TPS need large computers to process the transactions. B. Business transactions can be processed when they occur. C. Business transactions can be processed after they occur. D. Data for transactions can be collected by sensors. E. A transaction is a business event.

A. TPS need large computers to process the transactions.

27. Which of the following is not a reason why managers need IT support? A. The number of alternatives is decreasing. B. Decisions must typically be made under time pressure. C. Decisions are becoming more complex. D. There is a growing need to access remote information sources. E. Decision makers are often based in different locations.

A. The number of alternatives is decreasing.

7. Which of the following is not a characteristic of DSSs? A. They support only lower- and middle-level managers. B. They are easy to use and construct. C. They can adapt to changing conditions. D. They usually utilize quantitative models. E. They support all phases of the decision-making process.

A. They support only lower- and middle-level managers.

87. The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet? A. a company and its dealers, customers, and/or suppliers B. an industry's extranet C. joint venture D. B2B exchange E. B2C exchange

A. a company and its dealers, customers, and/or suppliers

85. The primary goal of extranets is to do which of the following? A. foster collaboration between and among business partners B. to provide security for corporate intranets C. to provide effective communications inside corporate intranets D. to enable corporate employees to view inventory information for their companies E. to enable business partners to better plan mergers and acquisitions

A. foster collaboration between and among business partners

25. Success in the _____ phase of the decision-making process results in resolving the original problem, and failure leads to a return to previous phases. A. implementation B. choice C. design D. intelligence E. consideration

A. implementation

60. Potential problems with on-demand CRM include all of the following except: A. increases costs for the organization B. vendor could prove unreliable C. difficult to modify hosted software D. may be difficult to integrate hosted software with existing software in the organization E. giving strategic data to a vendor is risky

A. increases costs for the organization

57. Geocoding involves: A. integrating maps with spatially oriented databases and other databases B. encrypting spatial information C. accessing geographical information D. integrating organizational transactions with spatially oriented databases E. programming spatially oriented databases

A. integrating maps with spatially oriented databases and other databases

21 Being a figurehead and leader is part of the _____ managerial role. A. interpersonal B. entrepreneurial C. informational D. decisional E. confrontational

A. interpersonal

63. To effectively manage by exception (i.e., use exception reports), the company must first create: A. performance standards B. best practices C. user information requirements D. a database E. employee evaluation guides

A. performance standards

32. Crediting interest to your savings account at your bank once a month, it is called a: A. process B. function C. calculation D. Transaction E. decision

A. process

55. The ______________ process originates in the warehouse and end in the accounting department. A. procurement B. fulfillment C. production D. None of the choices are correct

A. procurement

38. Which of the following is an important enabler of CRM? A. recognizing that there are many customer touch points B. recognizing the necessity of treating all customers the same C. recognizing the need for sophisticated CRM information systems D. recognizing the need for sophisticated customer databases E. recognizing the need for a data warehouse

A. recognizing that there are many customer touch points

53. Which of the following is false? A. Breaking down functional silos makes an organization more adaptive. B. An organization doesn't have to use the business processes coded into the ERP. C. ERP systems change an organization's business processes. D. ERP systems are time consuming to implement. E. ERP systems require functional areas to work together.

B. An organization doesn't have to use the business processes coded into the ERP.

58. _____ creates statistical models of customer behavior and the value of customer relationships over time. A. CRM B. Analytical CRM C. Operational CRM D. Collaborative CRM E. Transactional CRM

B. Analytical CRM

49. _____ are the most successful solutions or problem-solving methods for achieving a business objective. A. Business functions B. Best practices C. Optimal strategies D. Business processes E. Enterprise solutions

B. Best practices

53. _____ is a form of _____. A. Up-selling, re-selling B. Bundling, cross-selling C. Up-selling, bundling D. Cross-selling, re-selling E. Re-selling, additional selling

B. Bundling, cross-selling

42. Which of the following is false? A. ERP systems are an evolution of functional information systems. B. ERP systems look the same to users as functional information systems. C. ERP systems have much the same functionality as functional information systems. D. ERP systems produce the same reports as functional information systems. E. ERP systems use the same data as functional information systems.

B. ERP systems look the same to users as functional information systems.

40. Which of the following is not a process within an information system for Human Resource Management? A. Benefits administration B. Firing decisions C. Peer evaluations D. Recruitment E. Training

B. Firing decisions

45. Which of the following is false? A. Functional area information systems were usually developed independently. B. Functional area information systems easily communicate with each other. C. ERP systems are designed to integrate business processes. D. ERP systems use a common database. E. ERP systems integrate functional areas within an organization.

B. Functional area information systems easily communicate with each other.

27. Which of the following is false? A. Corporate data is supplied by Transaction processing systems. B. Information systems are only used by large organizations. C. Reports from information systems are used in all levels of the organization. D. Data from TPS systems feeds ERP systems. E. Information systems within an organization support internal and external processes.

B. Information systems are only used by large organizations.

64. _____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products. A. Inventory turnover B. Inventory velocity C. Inventory speed D. Inventory time E. Inventory production

B. Inventory velocity

40. _____ is the acquisition and efficient use of resources in accomplishing organizational goals. A. Operational control B. Management control C. Strategic planning D. Expertise E. Wisdom

B. Management control

59. _____ reports are produced at scheduled intervals. A. Ad hoc B. Routine C. Exception D. Detailed E. Key indicator

B. Routine

52. _____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products. A. Bundling B. Up-selling C. Re-selling D. Additional selling E. Cross-selling

B. Up-selling

26. In the _____ phase of the decision-making process, managers test potential solutions "on paper." A. implementation B. choice C. design D. intelligence E. consideration

B. choice

53. Which of the following information systems are very user friendly, supported by graphics, and provide exception reporting and drill down? A. decision support systems B. digital dashboards C. functional area information systems D. group decision support systems E. expert systems

B. digital dashboards

20. Which of the following is not a basic role of managers? A. interpersonal B. entrepreneurial C. informational D. decisional

B. entrepreneurial

56. The ____________ process originates in the sales department and ends in the accounting department. A. procurement B. fulfillment C. production D. None of the choices are correct

B. fulfillment

58. Today, geographical information systems are being combined with _____ to form geospatial technologies. A. dashboards B. global positioning systems C. decision support systems D. expert systems E. neural networks

B. global positioning systems

28. Organizational transactions are typically _____ volume, _____, and therefore _____ to computerize. A. low, repetitive, difficult B. high, repetitive, easy C. high, different, difficult D. low, different, easy E. high, different, easy

B. high, repetitive, easy

67. Packaging, assembly, or manufacturing take place in which segment of the supply chain? A. upstream B. internal C. downstream D. external E. none of the above

B. internal

83. Which of the following is not a benefit of EDI? A. data entry errors are minimized B. length of messages is longer C. messages are secured D. fosters collaborative relationships E. reduced cycle time

B. length of messages is longer

37. Which type of decision requires a combination of standard solution procedures and individual judgment? A. structured B. semistructured C. unstructured D. informational E. wisdom

B. semistructured

41. Which of the following is the most important enabler of the 360-degree view of the customer across an organization? A. the organization's database B. the organization's data warehouse C. the organization's CRM systems D. the organization's collaborative CRM systems E. the organization's analytical CRM systems

B. the organization's data warehouse

54. Digital dashboards provide all of the following capabilities except: A. drill-down B. trAnsweraction processing C. status access D. key performance indicators E. exception reporting

B. trAnsweraction processing

26. Which of the following is true? A. Transactions are only critical to the area they occur in. B. Transactions can only involve one database. C. Transactions can only involve one computer. D. The actual processing of a Transaction has to be standard. E. Transactions generate a small volume of data.

D. The actual processing of a Transaction has to be standard.

29. Which of the following is not a characteristic of a structured decision? A. It is routine. B. It is repetitive. C. Human intuition is not involved. D. The first three phases of the decision-making process need not occur in any particular sequence E. Standard solutions exist.

D. The first three phases of the decision-making process need not occur in any particular sequence

56. Which of the following statements about loyalty programs is false? A. Loyalty programs work when there is a high frequency of repeat purchases. B. Loyalty programs work when there is not personal customization. C. The purpose of loyalty programs is to influence future behavior. D. The purpose of loyalty programs is to reward past behavior E. Loyalty programs are a customer-touching application.

D. The purpose of loyalty programs is to reward past behavior

50. Which of the following is not a characteristic of organizational decision support systems? A. They affect multiple organizational units or corporate issues. B. They cut across organizational functions or hierarchical layers. C. They involve computer-based technologies. D. They are standalone systems. E. They involve communications technologies.

D. They are standalone systems.

31. When interest is credited to your savings account at your bank, it is called a: A. process B. function C. calculation D. Transaction E. decision

D. Transaction

30. The most fundamental information systems in an organization are: A. office automation systems B. decision support systems C. functional area information systems D. Transaction processing systems E. business intelligence systems

D. Transaction processing systems

37. Which of the following best describes CRM? A. a process B. a set of technologies C. an information system D. a way of thinking and acting E. a set of decisions

D. a way of thinking and acting

36. Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except: A. people move from farms to cities B. consumers became mobile C. supermarkets and department stores proliferated D. customer relationship management systems were developed E. the Internet grew rapidly

D. customer relationship management systems were developed

22. Being an entrepreneur, disturbance handler, and negotiator is part of the _____ managerial role. A. interpersonal B. entrepreneurial C. informational D. decisional E. confrontational

D. decisional

77. Which of the following is not a problem along the supply chain? A. poor customer service B. high inventory costs C. loss of revenues D. decreased cycle times E. extra cost of expediting shipments

D. decreased cycle times

51. A(n) _____ provides rapid access to timely information and direct access to management reports. A. decision support system B. expert system C. neural network D. digital dashboard E. data warehouse

D. digital dashboard

68. A company's organization and processes for distributing and delivering products to its final customers is the: A. suppliers' chain B. external supply chain C. upstream portion of the supply chain D. downstream portion of the supply chain E. entire supply chain

D. downstream portion of the supply chain

56. The primary distinguishing characteristic of geographical information systems is: A. every record or digital object has a unique identifier B. every record or digital object is visible to the user C. every record or digital object must be accessed by programmers D. every record or digital object has an identified geographical location E. every record or digital object is encrypted

D. every record or digital object has an identified geographical location

81. Which of the following is not a possible solution to supply chain problems? A. vertical integration B. building inventories C. information sharing D. horizontal integration E. the bullwhip effect

D. horizontal integration

74. Interorganizational information systems result in all of the following except: A. reduced costs of routine business transactions B. improved quality of information flow C. reduced errors D. increased cycle time E. eliminated paper processing

D. increased cycle time

23. In the _____ phase of the decision-making process, managers examine a situation and identify and define the problem. A. implementation B. choice C. design D. intelligence E. consideration

D. intelligence

28. Decisions today are becoming _____ complex, due to _____ uncertainty in the decision environment. A. less, decreased B. more, decreased C. less, increased D. more, increased E. neither more nor less, decreased

D. more, increased

38. Which of the following is not a function of functional area information systems? A. providing information to managers in the functional areas B. supporting the managerial tasks of planning, organizing, and controlling operations C. providing information mainly in the form of reports D. providing data from business events to the corporate database E. providing analysis capabilities to middle level managers and staff

D. providing data from business events to the corporate database

65. A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers. A. demand chain B. business process C. manufacturing process D. supply chain E. enterprise resource process

D. supply chain

46. The characteristics of ERP systems include all of the following except: A. integrating the planning, management, and use of all resources of the organization B. providing information necessary to control the business processes of the organization C. including a set of interdependent software modules D. typically fitting an organization's existing business processes E. they are expensive and time-consuming

D. typically fitting an organization's existing business processes

49. _____ is the practice of marketing additional related products to customers based on a previous purchase. A. Bundling B. Up-selling C. Re-selling D. Additional selling E. Cross-selling

E. Cross-selling

48. _____ are interorganizational ERP systems that provide Web-enabled links between an organization's key business systems and its customers, suppliers, business partners, and others. A. Functional area information systems B. Supply chain management systems C. Transaction processing systems D. Office automation systems E. ERP II systems

E. ERP II systems

72. _____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data. A. Reverse flows B. Reverse logistics C. Material flows D. Information flows E. Financial flows

E. Financial flows

60. _____ reports summarize the performance of critical activities. A. Ad hoc B. Routine C. Exception D. Detailed E. Key indicator

E. Key indicator

19. _____ is the process by which organizational goals are achieved through the use of organizational resources. A. Organizational decision making B. Operations C. Organizational strategy D. Organizational productivity E. Management

E. Management

44. _____ provides users with a view of what is happening, whereas _____ addresses why it is happening. A. Multidimensional data analysis, structured query language B. Data mining, multidimensional data analysis C. Data mining, expert system D. Multidimensional data analysis, neural networks E. Multidimensional data analysis, data mining

E. Multidimensional data analysis, data mining

88. _____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers. A. Distribution B. Corporate C. Affiliate D. Intranet E. Procurement

E. Procurement

52. Which of the following is false about ERP II systems? A. They utilize the Web. B. They include human resources processes. C. Functionality is delivered as e-business suites. D. They support internal- facing applications as well as external-facing applications. E. These ERP systems have no optional modules.

E. These ERP systems have no optional modules.

50. The drawbacks of ERP systems include all of the following except: A. They are complex B. They are expensive C. They are time-consuming to implement D. Companies may need to change existing business processes to fit the software E. They consist of modules

E. They consist of modules

79. The bullwhip effect comes from which of the following? A. poor demand forecast B. price fluctuations C. order batching D. rationing within the supply chain E. all of the above

E. all of the above

47. In _____, company representatives use multiple communication channels to support the communications preferences of customers. A. telesales rooms B. group decision support rooms C. videoconferencing centers D. sales team meetings E. customer interaction centers

E. customer interaction centers

46. A company wants to use data from past promotional mailings to identify people who would likely respond favorably to future mailings. This company would most likely use: A. structured query language B. multidimensional data analysis C. neural networks D. expert systems E. data mining

E. data mining

39. Which of the following is not a customer touch point? A. telephone contact B. e-mail C. Web sites D. customer visits to a store E. none of the above - all are touch points

E. none of the above - all are touch points

80. Which of the following is not responsible for the bullwhip effect? A. poor demand forecast B. price fluctuations C. order batching D. rationing within the supply chain E. poor supply forecast

E. poor supply forecast

75. In the _____, the production process begins with a forecast. A. supply chain model B. inventory model C. pull model D. vertical integration model E. push model

E. push model

47. Enterprise resource planning systems are very _____ software products, meaning that companies typically have to change their _____ to accommodate how the software functions. A. unstructured, business processes B. structured, reporting relationships C. structured, accounting processes D. unstructured, inventory control E. structured, business processes

E. structured, business processes

63) Social computing has allowed customers a) To be advocates and influencers. b) To continue to have to be passive with their interactions with companies c) To be forced to interact more often with customer service. d) To be restricted to only posting positive feedback about products..

a) To be advocates and influencers.

40) Which type of social network allows users to edit and contribute content posted to a particular site? a) Wiki b) Blog c) RSS d) Mashup

a) Wiki

33) Which of the following statements concerning blogging is false? a) Anyone can blog. b) A reader can believe all of the details in a blog. c) A company can maintain an internal blog site. d) Blogging can be used in marketing. e) Tweets are replacing blogging.

b) A reader can believe all of the details in a blog.

35) The comments of consumers in the blogosphere concerning a company's products are called ____________________. a) Free advertising b) Consumer-generated media. c) Consumer-generated PR d) Rumors e) Reliable feedback

b) Consumer-generated media.

53) Which of the following is a type of collaborative consumption? a) Buying a new book from Amazon b) Craigslist c) Renting a car from Hertz or Avis d) Buying a e-textbook from your bookstore

b) Craigslist

48) Which of the following is not an example of social shopping? a) Group shopping b) Going to Amazon.com to buy a book c) Shopping communities and clubs d) Social marketplaces e) Peer-to-peer shopping models

b) Going to Amazon.com to buy a book

54) Which of the following social shopping methods contributes to environmental sustainability? a) Group shopping b) Peer-to-peer shopping c) Shopping clubs d) Social marketplaces

b) Peer-to-peer shopping

43) Which of the following is an advantage of social commerce over traditional e-commerce? a) Loyalty b) The ability to predict buying habits based on real-time data c) Processing speed d) Crowdsourcing e) Reduced expenses

b) The ability to predict buying habits based on real-time data

61) The monitoring, collection, and analysis of socially generated data, and the resultant strategic decisions are combined in a process known as_________. a) social commerce b) social intelligence c) social capital d) social networking

b) social intelligence

44) Which of the following is a true statement about the impact of social computing on a business? a) There is a high cost to using viral marketing b) It is difficult to gain information about customers c) A small minority of individuals contribute the majority of feedback and can provide skewed data d) Social computing does not allow for rapid feedback from customers.

c) A small minority of individuals contribute the majority of feedback and can provide skewed data

39) LinkedIn is a _______________________ social networking site that makes money from advertising and services. a) Training b) College c) Business-oriented d) Video-upload e) Blogging

c) Business-oriented

47) Which of the following is true about social commerce? a) Social commerce only benefits customers. b) Social commerce only benefits businesses. c) Businesses can easily learn about customers' experiences. d) Social commerce is only concerned with the selling process. e) New products are never tested via social commerce.

c) Businesses can easily learn about customers' experiences.

62) Which of the following is true about the impact of social computing on customer service? a) It's harder for customers to be heard by a company. b) Businesses can take their time responding to social media posts. c) Customers themselves can be used to reduce problems. d) Businesses will only get negative comments on social media posts.

c) Customers themselves can be used to reduce problems.

41) A business that wants to create a forum allowing employees to interact with coworkers would benefit from utilizing__________. a) RSS b) Mashups c) Enterprise Social Networks d) Microblogs

c) Enterprise Social Networks

49) Groupon is an example of ________________ a) Shopping communities and clubs b) Social marketplace c) Group shopping d) Peer-to-peer shopping e) Collaborative consumption

c) Group shopping

58) Which of the following is false about social advertising? a) Social network sites have turned to advertising as a way to make revenue. b) Viral marketing is effective with social netwoirking c) Social advertising removes peer pressure from the buying decision. d) Social advertisements are placed in paid-for media space by companies. e) Social apps support social interactions and are managed by a company to promote its brand.

c) Social advertising removes peer pressure from the buying decision.

56) The monitoring, collection, and analysis of socially generated data is called a) Social networking b) Social commerce c) Social intelligence d) Social advertising e) Social capital

c) Social intelligence

50) Which of the following ratings/reviews do companies routinely pay for? a) customer reviews b) expert ratings c) sponsored reviews d) none of the choices are correct

c) sponsored reviews

64) One of the problems that HR departments have with using social computing to recruit is a) all candidates seek them out b) they only receive qualified applications c) they receive many more applications than they can process. d) social sites each have their own special niche e) they cannot be used for internal tasks.

c) they receive many more applications than they can process.

36) The reliability of the content in Wikipedia, the online encyclopedia, is questionable because a) All of the administrators are volunteers. b) No author has to identify himself or herself. c) The content is updated all the time. d) It is difficult to test the authenticity of the content due to the fact that anyone can contribute content. e) All of the above are reasons why the content is questionable.

d) It is difficult to test the authenticity of the content due to the fact that anyone can contribute content.

30) You sign up for an RSS feed from CNN.com. Which of the following would you expect to happen? a) When you sign up, you will need to download print templates. b) You won't be able to search RSS content. c) You will be able to choose only one topic area. d) You will be notified of updates in the content areas you selected. e) You will get content sent to you via e-mail.

d) You will be notified of updates in the content areas you selected.

31) Which of the following is not an example of Web 2.0 applications? a) Blogs b) Wikis c) Netcasting d) Crowdsourcing e) AJAX

e) AJAX

60) Conversational marketing can take place in which of the following forums? a) Blogs b) Wikis c) Online forums d) Social networking sites e) All of the above

e) All of the above

65) HR departments use social computing applications to assist them in which of the following activities: a) Recruiting b) Training c) Regrouping teams d) Managing downsizing e) All of the above

e) All of the above

46) Which of the following is a risk of social computing? a) The content posted will not be found with a search engine. b) Employees will be willing to participate. c) Employees will maintain company privacy. d) Ignoring negative posts is easy to do. e) Consumer-generated content is not edited or filtered

e) Consumer-generated content is not edited or filtered

37) A Web site that combines content from other Web sites to form new content is called a(n) ______. a) Social network b) Aggregator c) Blog d) E-commerce site e) Mashup

e) Mashup

55) Which of the following tools are not used by marketing professionals to compile market research? a) Blogs b) Wikis c) Online forums d) Social networking sites e) RSS

e) RSS

42) Building relationships, anticipating needs, and providing special deals for the community's members is a function of which category of Web 2.0 applications? a) Social networking b) Aggregators c) Blogs d) Crowdsourcing e) Social commerce

e) Social commerce

32) Many companies are using ________ to capture updated product features and specifications. a) Blogs b) Netcasts c) RSS feeds d) Tags e) Wikis

e) Wikis

34) You just started to work on a project with three other people. You realize that everyone has their own notes, which makes it hard for you to keep track of what has been done and what still needs to be done. Which of the following applications would you suggest the team use? a) Blogs b) Netcasts c) RSS feeds d) Tags e) Wikis

e) Wikis