BUS 311 FINAL EXAM

when you want to outsource or get a packaged IS you need to

-systems planning and selection - systems analysis

The following describes functions of Analytical CRM EXCEPT: A. Analyze customer service related data such as first-contact resolution and service personnel utilization B. Facilitate the analysis of customer behavior and perceptions as well as customer acquisition and retention C. Collect and compile data from sources inside and outside the companies to provide 360-degree view of customer D. Support pricing optimization and campaign development by building models of customer demand

Analyze customer service related data such as first-contact resolution and service personnel utilization

Why should organizations consider implementing vanilla off-the-shelf ERP system before developing one in-house? A. Easy to customize B. Cost effective C. Suitable for organization's specific business needs D. High return on investment guaranteed

Cost effective

vendor-managed 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

________ is designed to detect intrusion and prevent unauthorized access to or from a private network. It can be implemented in hardware, software, or a combination of both. A. WLAN B. Encryption C. Firewall D. VPN

Firewall

Which of the following technologies helps merge multiple records that belong to the same person and create customer profiles that contain information about what they want, purchase, like, are interested in, etc.? A. Fuzzy logic B. Text mining C. Data mining D. Chatbot

Fuzzy logic

User training is crucial for the success of ERP implementation as it can help prevent user dissatisfaction and frustration. Training should cover the following EXCEPT: A. How to break old habits and practices B. New set of business processes C. How to use the new ERP system D. How to configure the ERP system too fit users' needs

How to configure the ERP system too fit users' needs

tangible benefits

quantify using proxy variables

Which member of the IS development team is responsible for collecting business and system requirements for the new IS being acquired or developed? A. Systems analyst B. Programmer C. User D. Project manager

Systems analyst

In incidents of data breaches, sensitive personal identifiable information is often compromised. Which of the following is NOT considered as sensitive personal identifiable information? A. Birth date B. Name and address C. Username and password D. Social security number

Username and password

Which of the approaches listed below enables systematic comparison of different IS solutions for a given IS project? A. Break-even analysis B. Weighted multi-criteria analysis C. Detailed cost-benefit analysis D. Net present value analysis

Weighted multi-criteria analysis

SCM efficiency and effectiveness need to be

balanced

intangible benefits

- improves perception of the firm - improved process transparency - improved regulatory compliance - higher barrier to entry for competitors

system conversion

- install the new information system - migrate users to the new information system

scope creep

adding functions to an information system after the project has begun

fact

arguments are based on data, quantitative analysis, and/or indisputable factors

ERP deployment options

- On-premise - cloud basically, replacing stand alone system

The following lists reasons why customization of the off-the-shelf ERP software should be avoided EXCEPT: A. Customization increases cost, complexity, and risk of an implementation. B. Customization restricts businesses from taking advantage of industry standards and best practices built into the ERP software. C. Customization prevents organizations from forming a value chain with their business partners. D. Customization makes future upgrade and maintenance of customized ERP software difficult.

Customization prevents organizations from forming a value chain with their business partners.

It is an artificially intelligent system that approximates the operation of the human brain. It supports decision making that is based on large amount of noisy data, individual differences, and/or condition/circumstance differences. It is capable of creating common patterns in data, comparing new data to learned patterns, and then make a recommendation. It can be categorized as _______. A. Neural network B. Expert system C. Data mining D. Decision support system

Neural network

_________ is a business intelligence tool that facilitates multidimensional analysis of data beyond what simple ad hoc queries can do. Multidimensional analysis is enabled by the operation called slicing and dicing.

Online analytical processing (OLAP)

Supply Chain Management

managing upstream and downstream value-added flows of materials, final goods, and related information among suppliers, the company, resellers, and final consumers

what does ERP do?

- streamlines business processes throughout the entire database - replaces functional area - meant to replace stand-alone system

supply chain management system

- supply chain planning - supply chain execution

text mining

- to analyze free-form text analyzes documents linguistic structures - extracts info from textual documents

To ensure that the information system being implemented has features and functionalities that satisfy design requirements, _______ must be performed. A. Alpha testing B. Software testing C. Beta testing D. Developmental testing

Alpha testing

Sarbnes-Oxley Act

- demonstrate the compliance w accounting standards and sound corporate governance - demonstrate that there are measures in place to prevent errors, misuse or fraud, to detect any potential problems and to correct any problems - to preserve business documents for document compliance and for potential lawsuits

collaborative CRM

- methods and technologies to facilitate communication

Sources of Inputs for business analytics

- operational systems - survey, audio from phone calls w/ customers - social media platforms - clickstream data - web browsing data

IS development team user

- provide insights in a daily business activities (serve as a basis for needs analysis) - participare in beta testing and provide feedback - able to test in real environment + give feedback

Which of the following is not a reason for choosing cloud-based ERP deployment approach? A. Customization B. Low cost of adoption C. Predictable cost D. Mobile accessibility

Customization

web usage mining

analyses clickstream data (web-browsing)

Transform

remove data that is corrupt and transformed into data that is agreed upon

strongest business case needs

- faith - fear - fact

data mining

provides capabilities for discovering hidden predictive patterns, trends or rules

intangible cost

- clash w employee work culture - employee frustration - staff turnover

programmer

- code, test, debug and deploying the system - develop system documentation to ease future maintenance

types of system maintenance

- corrective - adaptive - preventive - perfective

project manager

- ensure that a project is a success - manage tasks and resources - monitor progress and adjust project plan when needed

systems analyst

- study the problems and needs of an organization - determine how people, methods, and info tech can be best combined to bring about improvements in the organization - make the business case - help users define their requirements for new or enhanced information systems

IS development team

- systems analyst - programmer - project manager - user

agile methodology

- use when requirements are constantly changing - implement small portions of SDLC at a time bc you want to accommodate changing requirements as they occur

ETL

Extract, Transform, Load

parallel

old and new systems are used at the same time

direct

old system is discontinued on one day, and the new is used on the next

phased

parts of the new system are implemented over time

pilot (single location)

entire system is used in one location

prototyping

helpful when users don't know what they want

bullwhip effect

the phenomenon in supply chains whereby ordering patterns experience increasing variance as you proceed upstream in the chain

expert system

uses reasoning methods based on knowledge about a specific problem domain in order to provide advice

net-present-value analysis

compare the initial cost of the project to the total value of future revenue that project

DSS

decision support system

artificial intelligence

enables information technologies to simulate human intelligence in terms of reasoning learning, gaining, sensing capabilities like seeking hearing, walking, talking

bullwhip effect is caused by

errors in demand forecast

chatbox

help us track problems throughout the supply chain

break even analysis

identify at what point (if ever) tangible benefits equal tangible costs

configuration

no coding required

Scope creep is among several factors that cause failure in ERP projects. Which of the following makes the project vulnerable to scope creep? A. Poorly defined business requirements B. Underestimated costs, time, and resources C. Unrealistic plan D. Lack of top-level management support

Poorly defined business requirements

Enterprise Resource Planning System (ERP)

- Big info system - anyone can use it - an integrated suite of business applications - streamlines an organizations internal value chain - integrates info across operations on a company - wide basis

hot backup site

- cloning of actual data center - everything stays the same - use it when you heavily rely on information centers - can't afford any downtime

What is the very first things that you have to do when you launch the system that you need?

- consult the people that are going to be affected by the changes - GIGO (garbage in garbage out) - business process reengineering - make sure there are no inefficiencies or redundancies

Which technology helps artificial intelligent systems like expert system and neural network deal with problems where information that serve as inputs for the analysis is incomplete or imprecise? A. Fuzzy logic B. Machine learning C. Intelligent agent D. Natural language processing

Fuzzy logic

OLAP

online analytical processing

Business Process Management (BPM)

- business process reengineering - systematic and structured improvement approach where organization-wide business processes are critically examined and redesigned/reengineered

Requirements for successful CRM

- customer focused culture - employee training - keep improving customer service - the type of data

analytical CRM

- data warehouses - data mining and visualization - business intelligence - ERP systems

cold backup site

- empty warehouse with all necessary connections for power and communication but nothing else - can afford to have downtime

online analytical processing

- facilitates complex multidimensional data analysis typically using graphical software tools - categorizes data as measures and dimensions - slicing and dicing - enables the analysis of data at more or less detailed - does not discover predictive relationships

technologies that support the tracking of products along the supply chain

- internet of things - chat box - RFID

Why do ERP projects fail?

- lack of top-level management - poorly defined scope - poor planning - poor fit - poor configuration - risks and complications from customization - staff whose jobs are impacted are not consulted before rolling out the project - inadequate training

decision support system

- provide support for recurring semi-structured problems - what-if analysis - goal-seeking analysis

operational CRM

- sales force automation - customer service and support - enterprise marketing management

achieving successful ERP implementation

- secure executive sponsorship and support - get help from external constraints - thoroughly train users to prevent user dissatisfaction - take a multidisciplinary approach to implementations - train to unlearn past habits and practices - adequate time and budget must be set aside - when including everyone at the start of the project, the will feel special

downstream information flow

- to attract potential customers - to create customer loyalty - transform existing customers into profitable ones

web content mining using web crawler (text mining + web crawler)

- uses web crawler to gather web documents that match pre-specified criteria - places collected data in a data store - applies text mining to extract information

ERP acquisition options

- vanilla off-the-shelf - customized off-the-shelf - custom-made

How does top-level management contribute to the success of the ERP project? A. They provide resources needed for ERP implementation. B. They authorize changes in the way the organization does business and promote the transition to new practices. C. They oversee the implementation and help address problems as they arise. D. All of the above

All of the above

When selecting an IS project to implement, why is it important to consider other IS projects being implemented concurrently in the pipeline? A. To ensure that resources can be effectively shared across projects B. To ensure that additional risks posed by the new project can be maintained and managed C. To balance projects in the project portfolio by type, risk, and resource demand so that all projects in a project port folio can be effectively manage D. All of the above

All of the above

Which of the following statements is FALSE? A. Making a business case refers to a process of identifying, quantifying, and presenting benefits that the proposed information system will bring to the organization. B. The strongest and most comprehensive business case is the one that consists of arguments that are based on faith, fear, and facts. C. A business case that is based solely on strategic arguments with no hard numbers demonstrating the potential Return on Investment (ROI) is not likely to get funded. D. Arguments based on facts can be derived through qualitative analysis.

Arguments based on facts can be derived through qualitative analysis.

Non-sensitive personal identifiable information are becoming highly targeted by criminals. Why? A. Because non-sensitive personal identifiable information can be used to acquire access to victims' secondary accounts. B. Because it is easier to steal non-sensitive personal identifiable information than to steal the sensitive one C. Because stealing non-sensitive personal identifiable information is often undetected. D. None of the above

Because non-sensitive personal identifiable information can be used to acquire access to victims' secondary accounts.

Which of the following technologies has been largely used to support customer service and support? A. CSS B. EMM C. Chatbot D. SFA

Chatbot

Which component of CRM system enables the sharing of information related to all aspects of marketing, sales, and customer support across an organization to ensure effective and efficient communication with the customer? A. Operational CRM B. Analytical CRM C. Collaborative CRM D. All of the above

Collaborative CRM

How does data mining complement OLAP? A. Data mining extracts information from data and helps examine organization's past and current performance. B. Data mining helps discover hidden relationships in the data, create predictive models, identify trends, and predict business outcomes. C. Data mining facilitates complex multidimensional analysis of data at more or less detailed levels. D. Data mining helps decision makers get a better view of organization's performance by bringing unstructured data to the analysis.

Data mining helps discover hidden relationships in the data, create predictive models, identify trends, and predict business outcomes.

Which of the following is NOT considered as a primary threat to information systems? A. Design flaw and insufficient system testing B. Crackers C. Employees D. Malicious software

Design flaw and insufficient system testing

Which of the following statements about cost-benefit analysis is FALSE? A. Detailed cost-benefit analysis for the proposed information system only involves the identification of tangible benefits and tangible costs. B. When the benefit of IS investment is difficult to quantify, proxy variables can be used to indicate how new system will add value to the organization. C. Total cost of ownership of an information system consists of non-recurring costs and recurring costs. D. Given that a dollar today is worth more than a dollar available at a future date, net-present-value analysis should be carried out to take into the account the value of the IS investment over time.

Detailed cost-benefit analysis for the proposed information system only involves the identification of tangible benefits and tangible costs.

__________ involves the setup of workflow, data fields, and tables in the database with an objective to introduce business contexts to the ERP system being installed whereas __________ involves the modification of the programming code to enable the ERP system to support company-specific tasks. A. ERP customization, ERP configuration B. ERP development, ERP deployment C. ERP deployment, ERP development D. ERP configuration, ERP customization

ERP configuration, ERP customization

Which of the following is NOT a valid observation about encryption? A. Encryption is the process of encoding data using an encryption key. B. Encryption is used for data enhancement rather than data protection. C. Encryption is performed before data enter the network. D. To decode data, a decryption key is required.

Encryption is used for data enhancement rather than data protection.

Which of the following statement is FALSE? A. Enterprise resource planning (ERP) system is one big system with one database that serves as a central data repository for all business activities. B. Enterprise resource planning (ERP) system streamlines organization-wide business processes and information flow. C. Enterprise resource planning (ERP) system comes with a centralized point of access and therefore common user interface for all. D. Enterprise resource planning (ERP) system can only be used to support internally focused business processes, i.e., financial management, operations management, and human resource management.

Enterprise resource planning (ERP) system can only be used to support internally focused business processes, i.e., financial management, operations management, and human resource management.

It is an artificially intelligent system with human cognitive abilities. It can process vast amounts of information to make complex and subtle logical connections. In the context of healthcare, it can help diagnose and treat patients. The physician first poses a query to the system, describing symptoms and other related factors. The system then a) parses the input to identify the key pieces of information, b) mines the patient data to find relevant facts about family history, current medications and other existing conditions, c) incorporates treatment guidelines, electronic medical record data, doctors' notes, research, clinical studies, journal articles, and patient information into the analysis, and d) provides a list of potential diagnoses along with a score that indicates the level of confidence for each hypothesis. This system can be categorized as ________. A. Decision support system B. Neural network C. Expert system D. Data mining

Expert system

To derive a single version of truth, the following must be carried out EXCEPT: A. Perform data cleansing to detect data that are not aligned with the standardized format, to transform them to the standardized format, as well as to remove data that are corrupt or inaccurate B. Implement master data management program where different business units at different corporate levels have to come together to identify master data items and define each of them in terms of semantic and representation format C. Extract data from operational systems and load them to a data warehouse. D. Develop master data or a set of data that is most important in business operation such as those that have to do with customers, suppliers, inventory, employees

Extract data from operational systems and load them to a data warehouse.

The following statements describe capabilities of geographic information system (GIS) EXCEPT: A. Geographical information system supports the analysis of geographically referenced information. B. Geographical information system organizes layers of geographically referenced information into visualizations using 2D maps. C. Geographical information system captures characteristics about geographic locations, allowing these characteristics to be coupled with other data to support querying, analysis, and decision making. D. None of the above

Geographical information system organizes layers of geographically referenced information into visualizations using 2D maps.

Human safeguards used to protect organization's information systems as well as its computing and information resources include the following EXCEPT: A. Effective management B. Physical access restrictions C. Laws D. Policies, procedures, and code of conduct

Physical access restrictions

When launching the ERP project, which of the following is not among the very first things that must be carried out? A. The analysis of current business processes, the identification of pain points, and the design of new and improved business processes B. Business process reengineering C. Business process management D. Purchasing ERP system from ERP vendor

Purchasing ERP system from ERP vendor

What can be done to prevent drive-by hacking? A. Put in place Wireless LAN control B. Implement two-factor authentication C. Encrypt data being transported over the network D. None of the above

Put in place Wireless LAN control

Which type of malicious software makes critical data and/or information systems inaccessible? For victim organizations to regain accessibility, certain amount of payment is required. A. Trojan B. Ransomeware C. Zombies D. Spyware

Ransomeware

Which of the following is not a factor to consider when selecting a project to implement? A. Resource availability B. Reliability of the new system C. Potential costs D. Potential benefits

Reliability of the new system

Items listed below are important for successful implementation of just-in-time production EXCEPT: A. Trustworthy suppliers and quality supplies B. Ability to accurately forecast demand C. Reversed logistics D. Visibility over multiple tiers of the supply chain

Reversed logistics

Which of the following statements is FALSE? A. SCM system helps monitor supply chain performance and identify areas that need improvement B. SCM system tracks the movement of products, provides members of the supply network access to information crucial for supply chain execution, but does not keep track of when payment must be issued to suppliers. C. SCM system comes with various analytical tools, such as statistical analysis, simulation, and visualization that support supply chain planning. D. SCM system provides greater visibility into the supply chain, allowing businesses to foresee and respond to external events in time.

SCM system tracks the movement of products, provides members of the supply network access to information crucial for supply chain execution, but does not keep track of when payment must be issued to suppliers.

Which of the following DOES NOT describe functions of sales force automation? A. Sales force automation facilitates the assessment of sales performance. B. Sales force automation provides up-to-the-minute information on existing customers, prospective customers, and sales personnel that serve as inputs for planning, scheduling, and coordinating sales function. C. Sales force automation automates sales process and handle sales related administrative tasks. D. Sales force automation facilitates the execution and management of marketing campaigns.

Sales force automation facilitates the execution and management of marketing campaigns.

Tools and techniques for business intelligence and advanced analytics can deal with structured, unstructured, and semi-structured data. Which of the following statements about data that serve as inputs for business analytics is FALSE? A. Unstructured data can be free from text, audio, video. Comments or tweets that you find on social network platforms are examples of unstructured data. B. Semi-structured data refers to data that usually has an irregular structure such as clickstream data or web browsing data where the sequential stream of clicks is recorded as web users move across the web. C. Structured data refers to data that has been formatted and categorized. It is data that is usually stored in databases. D. Structured, unstructured, and semi-structured data that serve as inputs for business analytics are from informational systems.

Structured, unstructured, and semi-structured data that serve as inputs for business analytics are from informational systems.

Why should systems analysis be conducted even when an organization intends to acquire a packaged IS from a third-party vendor? A. To justify the need for that packaged IS B. To secure resources needed for that IS acquisition C. To enable the selection of the packaged IS that best fits organization's business needs D. To demonstrate the benefits of the packaged IS to be acquired

To enable the selection of the packaged IS that best fits organization's business needs

Why are business cases required for any IS acquisition, development, upgrade? A. To facilitate the selection and prioritization of IS projects to implement as well as to ensure that organizational resources are used in strategic ways B. To demonstrate the need for the proposed information system C. To secure resources for implementing the proposed system D. To demonstrate that the investment for the proposed information system will benefit an organization

To facilitate the selection and prioritization of IS projects to implement as well as to ensure that organizational resources are used in strategic ways

Which of the following is NOT an example of two-factor authentication? A. To withdraw the money from the ATM machine, we need both a debit card and PIN number. B. To access servers stored in a data center cabinet, IT staff need to verify themselves using their ID card and fingerprint. C. To access our account on MyUH Portal, we need a password and a one-time based token sent to our cell phone. D. To pay my credit card bills online, I have to log into my account using my password and answers to my security questions.

To pay my credit card bills online, I have to log into my account using my password and answers to my security questions.

Company A is heavily dependent on the internet for transporting important messages to its business partners. Which of the following technologies should it use if it wants to ensure that only authorized users access those messages and that those messages cannot be intercepted? A. Encryption B. Firewall C. WLAN D. VPN

VPN

What kind of analysis does decision support system facilitate? A. Multidimensional analysis of past and current transactions B. Spatial analysis C. What-if analysis and goal seeking analysis D. Analysis of unstructured data

What-if analysis and goal seeking analysis

When should one consider adopting Agile Methodology over Waterfall SDLC when developing a new information system? A. When business and system requirements are highly structured and straightforward B. When business and system requirements are not well understood and constantly changing C. When the IS project is large with dozens or more developers D. When business and system requirements are very unique.

When business and system requirements are not well understood and constantly changing

CRM system enables businesses to provide highly personalized communication and service to customers. At what point does the personalization backfire a company? A. When personalization is unprofessional. B. When personalization is inadequate. C. When personalization is invasive. D. When personalization is inaccurate.

When personalization is invasive.

Why should organizations consider bringing in external consultants for their ERP project even when they believe that they have knowledge, technical expertise, and managerial skills needed for the implementation? A. Consultants can help define business requirements. B. Consultants can ensure successful customization of the ERP system. C. Consultants has knowledge about packaged ERP software and are able to identify ones that support industry standards and best practices. D. With ERP project experiences, consultants have the advantage of lessons learned from the most successful and least successful implementations.

With ERP project experiences, consultants have the advantage of lessons learned from the most successful and least successful implementations.

Which of the following technologies DOES NOT support the tracking of products as they move through the supply chain and enhance supply chain visibility? A. On-board telematic unit and sensor-enabled IoT solutions B. RFID C. Chatbot D. XML

XML

faith

arguments are based on beliefs about organization strategy, competitive advantage, industry forces, customer perceptions, market share and so on

fear

arguments are based on the notion that if the system is not implemented, the firm will lose out to the competition or worse, go out of business

customization

new elements, features, functions which means coding is required

intelligent agent

program that provides some kind of service at a specific time or when a specific event occurs

geographic info system (GIS)

system for creating, strong, analyzing and managing geographically referenced info

Under a VMI approach, _______________. A. a manufacturer has to signal restocking quantities to the supplier. B. stockout situations are more likely to occur. C. the vendor has access only to stock levels. D. the suppliers to a manufacturer manage the manufacturer's inventory levels based on negotiated service levels.

the suppliers to a manufacturer manage the manufacturer's inventory levels based on negotiated service levels.

Radio Frequency Identification (RFID)

uses electronic tags and labels to identify objects wirelessly over short distances

To pattern customer's web browsing behavior, which analytical technique should we use and what kind of data do we need as inputs for the analysis? A. web usage mining, web browsing data B. web content mining, web browsing data C. web usage mining, web content D. web content mining, web content

web usage mining, web browsing data