MIS Exam 3
collaborative CRM system
A CRM system in which communications between the organization and its customers are integrated across all aspects of marketing, sales, and customer support processes.
dashboard
A business analytics presentation tool that provides rapid access to timely information and direct access to management reports.
push model
A business model in which the production process begins with a forecast, which predicts the products that customers will want as well as the quantity of each product. The company then produces the amount of products in the forecast, typically by using mass production, and sells, or "pushes," those products to consumers.
geographic information system (GIS)
A computer-based system for capturing, integrating, manipulating, and displaying data using digitized maps.
production process
A cross-functional business process in which a company produces physical goods.
procurement process
A cross-functional business process that originates when a company needs to acquire goods or services from external sources, and it concludes when the company receives and pays for them.
order fulfillment process
A cross-functional business process that originates when the company receives a customer order, and it concludes when it receives a payment from the customer.
customer relationship management (CRM)
A customer-focused and customer-driven organizational strategy that concentrates on addressing customers' requirements for products and services, and then providing high-quality, responsive service.
platform-as-a-service (PaaS)
A model in which customers rent servers, operating systems, storage, a database, software development technologies such as Java and .NET, and network capacity over the Internet
on-premise computing
A model of IT management in which companies own their IT infrastructure (their software, hardware, networks, and data management) and maintain it in their data centers.
hypertext markup language (HTML)
A page-description language for specifying how text, graphics, video, and sound are placed on a Web page document.
HTML5
A page-description language that makes it possible to embed images, audio, and video directly into a document without add-ons. Also makes it easier for Web pages to function across different display devices, including mobile devices as well as desktops. Supports the storage of data offline.
enterprise application integration (EAI) system
A system that integrates existing systems providing layers of software that connect applications
server virtualization
A technology that uses software-based partitions to create multiple virtual servers (called virtual machines) on a single physical server.
predictive analytics
A type of business analytics that examines recent and historical data in order to detect patterns and predict future outcomes and trends.
prescriptive analytics
A type of business analytics that recommends one or more courses of action and shows the likely outcome of each decision.
descriptive analytics
A type of business analytics that summarize what has happened in the past and allow decision makers to learn from past behaviors.
message length
EDI decreases _________.
FAIS
Each department or functional area within an organization has its own collection of application programs or _________.
Private clouds (also known as internal clouds or corporate clouds)
IT infrastructures that are accessible only by single entity or by an exclusive group of related entities that share the same purpose and requirements, such as all the business units within a single organization
SaaS
If you want to implement an ERP system but cannot afford to make large investments in IT, ________ ERP is a good solution.
Transaction Processing System (TPS)
Information system that supports the monitoring, collection, storage, and processing of data from the organization's basic business transactions, each of which generates data.
extranets
Networks that link business partners over the Internet by providing them access to certain areas of each other's corporate intranets.
front; directly interact with customers
Operational CRM systems support _________-office business processes or processes that _________.
public clouds
Shared, easily accessible, multicustomer IT infrastructures that are available nonexclusively to any entity in the general public (individuals, groups, and/or organizations).
supply chain visibility
The ability of all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes.
operational CRM system
The component of CRM that supports the front-office business processes that directly interact with customers (i.e., sales, marketing, and service).
salesforce automation (SFA)
The component of an operational CRM systems that automatically records all the aspects in a sales transaction process
business analytics (BA)
The process of developing actionable decisions or recommendations for actions based on insights generated from historical data.
social CRM
The use of social media technology and services to enable organizations to engage their customers in a collborative conversation in order to provide mutually beneficial value in a trusted and transparent manner
batch processing
Transaction processing system (TPS) that processes data in batches at fixed periodic intervals.
CRM
Which of the following does NOT help with managing supply chain information?
Material
________ flows are the physical products, raw materials, supplies, and so forth that flow along the chain.
Information
________ flows consist of data related to demand, shipments, orders, returns, and schedules, as well as changes in any of these data.
Vertical integration
________ is a business strategy in which a company purchases its upstream suppliers to ensure that its essential supplies are available as soon as the company needs them.
SaaS
________ is a cloud-based ERP system.
Business Intelligence
________ is an extended ERP module.
E-business
________ is an extended ERP module.
ERP II
________ systems are interorganizational ERP systems that provide web-enabled links among a company's key business systems and its customers, suppliers, distributors, and other relevant parties.
EDI
_________ is a communication standard that enables business partners to exchange routine documents electronically.
electronic data interchange (EDI)
a communication standard that enables the electronic transfer of routine documents between business partners
extensible markup language (XML)
a computer language that makes it easier to exchange data among a variety of applications and to validate and interpret these data
software-as-a-service (SaaS)
a delivery model in which cloud computing vendors provide software that is specific to their customers' requirements
infrastructure-as-a-service (Iaas)
a model with which cloud computing providers offer remotely accessible servers, networks, and storage capacity
management
a process by which organizational goals are achieved through the use of resources
online analytical processing (OLAP) (or multidimensional data analysis)
a set of capabilities for "slicing and dicing" data using dimensions and measures associated with the data
utility computing
a technology whereby a service provider makes computing resources and infrastructure management available to a customer as needed
service oriented architecture
an IT architecture that makes it possible to construct business applications using web services
Supply Chain Management (SCM)
an activity in which the leadership of an organization provides extensive oversight for the partnerships and processes that compose the supply chain and leverages these relationships to provide an operational advantage
computer-integrated manufacturing (CIM)
an information system that integrates various automated factory systems; also called digital manufacturing
interorganizational information system (IOS)
an information system that supports information flow among two or more organizations
mobile CRM system
an interactive CRM system where communications related to sales, marketing, and customer service activities are conducted through a mobile medium for the purpose of building and maintaining customer relationships between an organization and its customers
Vendor Management Inventory (VMI)
an inventory strategy where the supplier monitors a vendor's inventory for a product or group of products and replenishes products when needed
just-in-time (JIT)
an inventory system in which a supplier delivers the precise number of parts to be assembled into a finished product at precisely the right time
transaction
any business event that generates data worth capturing and storing in a database
customer touch point
any interaction between a customer and an organization
customer-touching CRM applications (e-CRM)
applications and technologies with which customers interact and typically help themselves
hybrid clouds
clouds composed of public and private clouds that remain unique entities but are bound together, offering the benefits of multiple deployment models
procurement portals
corporate portals that automate the business processes involved in purchasing or procuring products between a single buyer and multiple suppliers
distribution portals
corporate portals that automate the business processes involved in selling or distributing products from a single supplier to multiple buyers
ad hoc (on-demand) reports
nonroutine reports that often contain special information that is not included in routine reports
comparative reports
reports that compare performances of different business units or times
exception reports
reports that include only information that exceeds certain threshold standards
drill-down reports
reports that show a greater level of detail than is included in routine reports
key indicator reports
reports that summarize the performance of critical activities
vertical integration
strategy of integrating the upstream part of the supply chain with the internal part, typically by purchasing upstream suppliers, so as to ensure timely availability of supplies
supply chain
the coordinated movement of resources from organizations through conversion to the end consumer
data mining
the process of searching for valuable business information in a large database, data warehouse, or data mart
productivity
the ratio between the inputs to a process and the outputs from that process
customer interaction center (CIC)
A CRM operation in which organizational representatives use multiple communication channels to interact with customers in functions such as inbound teleservice and outbound telesales.
real-time CRM system
A CRM system enabling organizations to respond to customer product searches, requests, complaints, comments, ratings, reviews, and recommendations in near real time, 24/7/365.
web services
Applications delivered over the Internet that IT developers can select and combine through almost any device, from personal computers to mobile phones.
customer-facing CRM applications
Areas in which customers directly interact with the organization, including customer service and support, salesforce automation, marketing, and campaign management
decision support systems (DSSs)
Business intelligence systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.
open-source CRM system
CRM software whose source code is available to developers and users
analytical CRM system
CRM system that analyzes customer behavior and perceptions in order to provide actionable business intelligence
deliver
In the ________ component of SCM, organizations coordinate the receipt of customer orders, develop a network of warehouses, select carriers to transport their products to their customers, and create an invoicing system to receive payments.
source
In the ________ component of SCM, supply chain managers develop processes for managing their goods and services inventory.
Enterprise Resource Planning (ERP) systems
Information systems that take a business process view of the overall organization to integrate the planning, management, and use of all of an organization's resources, employing a common software platform and database.
OLTP
Most organizations design TPS to process transactions as soon as they occur. This is called _________.
functional area information systems (FAIS)
Systems that provide information to managers (usually mid-level) in the functional areas, in order to support managerial tasks of planning, organizing, and controlling operations.
front office processes
Those processes that directly interact with customers; that is, sales, marketing, and service.
online transaction processing (OLTP)
Transaction processing system (TPS) that processes data after transactions occur, frequently in real time.
custom
With the ________ approach to on-premise ERP implementation, a company develops new ERP functions designed specifically for that firm.
Goal-Seeking
_____ analysis attempts to calculate the value of the inputs necessary to achieve a desired level of output.
Exception Reporting
_______ is a capability of dashboards that highlights deviations larger than certain thresholds.
Descriptive
__________ analytics answers the question "what has happened".
on-demand CRM system
a CRM system that is hosted by an external vendor in the vendor's data center
business intelligence (BI)
a broad category of applications, technologies, and processes for gathering, storing, accessing, and analyzing data to help business users make more informed decisions
pull model
a business model in which the production process begins with a customer order and companies make only what customers want, a process closely aligned with mass customization
cross-departmental process
a business process that originates in one department and ends in another department, and/or originates and ends in the same department while involving other departments
decision
a choice that individuals and groups make among two or more alternatives
cloud computing
a technology in which tasks are performed by computers physically removed from the user and accessed over a network, in particular the Internet
grid computing
a technology that applies the unused processing resources of many geographically dispersed computers in a network to form a virtual supercomputer
bullwhip effect
erratic shifts in orders up and down the supply chain
chatbots
interactive software programs that can have simple conversations with customers or other bots
ERP II systems
interorganizational ERP systems that provide web-enabled links between a company's key business systems (such as inventory and production) and its customers, suppliers, distributors, and others
server farms
massive data centers, which may contain hundreds of thousands of networked computer servers
loyalty program
programs that offer rewards to customers to influence future behavior
routine reports
reports produced at scheduled intervals
