MIS 301: Important Stuff

customer touching applications

(or electronic CRM, e-CRM) customer self-help applications/technologies

order fulfillment process

(order-to-cash process) process in which the company sells goods to a customer originating when the company receives a customer order, and concluding when the company receives a payment from the customer

cognitive science, robotics, natural interface applications

3 groups of artificial intelligence

an enterprise social network

A business that wants to create a forum allowing employees to interact with coworkers would benefit from utilizing

a bundle

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:

upper CASE

Focuses on activities that take place during the early stages of systems development

systems analysts

IS professionals who specialize in analyzing and designing information systems

integrated CASE

Integrated packages provide the link between upper and lower CASE

prototyping

Many alternative design strategies must be tested. The system must be developed quickly and at the lowest possible cost

unstructured decision making process

Multiple potential solutions. No algorithm to follow because there are a lot of potential factors and not enough information

using LinkedIn for market research

Post a question (e.g., solicit advice) regarding the topic or issue you are interested in. You may obtain a better result if you go to a specific group to solicit advice

structured decision-making process

Proven set of steps (algorithm) where an optimal solution can be reached through a single set of steps

user needs are well understood and relatively stable

SDLC is good when

intermediaries

Social marketplaces act as online ________ that harness the power of social networks for introducing, buying, and selling products and services.

more

The European Union's data protection laws are ____ strict compared to the US laws

procurement

The ______________ process originates in the warehouse and end in the accounting department

code of ethics

Various organizations that promote fair and responsible use of information systems often develop a...

unethical, illegal

What is ______ is not necessarily ______

blockware

Which of the following is NOT an example of alien software?

janitors

Which of the following is NOT one of the most dangerous employees to information security?

these ERP systems have no optional modules

Which of the following is false about ERP II systems?

social advertising removes peer pressure from the buying decision

Which of the following is false about social advertising?

Printing a report

Which of the following is not an example of a transaction?

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

Which of the following is not an example of social commerce?

on-demand CRM

____ is a CRM system that is hosted by an external vendor in the vendor's data center

customer-facing CRM

_____ includes those areas where customers directly interact with the company

privacy

______ issues involve collecting, storing, and disseminating information about individuals

a supply chain

______ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers

mashup

a Web site that combines content from other Web sites to form new content is called a

inference engine

a computer program that provides a methodology for reasoning and formulating conclusions. It enables the system to make inferences based on the stored knowledge. It is considered the "brain" of the ES

microblogging

a form of blogging that allows users to write short messages (or capture an image or embedded video) and publish them (Example: Twitter)

blog

a personal Web site, open to the public, in which the site creator expresses his or her feelings or opinions via a series of chronological events

source data automation

a process in which organizations try to automate the TPS data entry as much as possible because of the large volume involved

social network

a social structure composed of individuals, groups, or organizations linked by values, visions, ideas, financial exchange, friendship, kinship, conflict, or trade

upselling

a strategy in which the salesperson provides customers with the opportunity to purchase related products or services of greater value in place of, or along with, the consumer's initial product or service selection

8-10

a typical dissatisfied customer will tell ___ to ___ people

360 data view customer

complete data set on each customer that allows a company can enhance its relationship with its customers and ultimately make more productive and profitable decisions

CASE tools

computer aided software engineering

knowledge base

contains a system of rules for determining and changing the relationship among database facts

eddie tipton

former information security director for the urbandale based multi-state lottery association

cracker

hackers that want to do harm, malicious or criminal

social commerce

he delivery of electronic commerce activities and transactions through social computing. also supports social interactions and user contributions, allowing customers to participate actively in the marketing and selling of products and services in online marketplaces and communities

the push model

in _____, the production process begins with a forecast

quickly, lowest cost

in prototyping, a system must be developed ___ and at the ____

hacker

individuals gaining unauthorized access, motivated by curiosity, no intentions to do any harm (Term coined at MIT)

ERP systems

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

ERP II systems

inter-organizational ERP systems that provide Web-enabled links among a company's key business systems—such as inventory and production—and its customers, suppliers, distributors, and other relevant parties

phased conversion

introduces components of the new system, such as individual modules, in stages. Each module is assessed.

pilot conversion

introduces the new system in one part of the organization, such as in one plant or one functional area

Bundling

is a form of cross-selling in which a business sells a group of products or services together at a lower price than their combined individual prices

dumpster diving

is an identity theft technique

6

it costs ___ times more to sell to a new customer

strategic managerial decision

long-range goals and policies for growth and resource allocation

critical path

longest path. project manager should pay attention to the most.

cost

most costly aspect of an ERP system

semi-structured decision making process

neither fully structured or totally unstructured

production process

occurring only in companies that produce physical goods, this process follows one of two strategies: make-to-stock and make-to-order

vendor-managed inventory

occurs when the supplier, rather than the retailer, manages the entire inventory process for a particular product or group of products

50%

odds of selling to a happy customer

15%

odds of selling to a new customer

direct conversion

old system is cut off, and the new system is turned on at a certain point in time

web 1.0

one-way communication

Implementation

or deployment, is the process of converting from an old computer system to a new one

OEM

original equipment manufacturer

procurement process

originates when a company needs to acquire goods or services from external sources, and it concludes when the company receives and pays for them

FICO

predictive analysis and decision management software company

model driven DSS

primarily performs mathematical or quantitative analysis

data driven DSS

primarily performs qualitative analysis based on the company's databases

analytical CRM

provide business intelligence by analyzing customer behavior and perceptions providing information concerning customer requests and transactions, as well as customer responses to the organization's marketing, sales, and service initiatives

social advertising

refers to the advertising formats that make use of the social context of the user viewing the ad. It is the first form of advertising to leverage forms of social influence such as peer pressure and friend recommendations and likes

topsy

specializes in data obtained from twitter that it analyzed to track the sentiments of consumes to measure the popularity of particular products

just-in-time inventory

strategy to minimize inventories deliver the precise number of parts, called work-in-process inventory, to be assembled into a finished product at precisely the right time

transaction processing system

supports the monitoring, collection, storage, and processing of data from the organization's basic business transactions, each of which generates and collects data continuously, in real time

enterprise resource planning systems

systems designed to correct a lack of communication among the functional area IS and they adopt 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

on-demand CRM systems

systems hosted by an *external* vendor in the vendor's data center which spares the organization the costs associated with purchasing the system, maintenance, and employees need to know only how to access and utilize it

lower CASE

targets activities that take place during the later stages of the project

batch processing

the firm collects data from transactions as they occur, placing them in groups or batches then prepares and processes the batches periodically

supply chain

the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses, to the end customers

cross-selling

the marketing of additional related products to customers based on a previous purchase

parallel conversion

the old and the new systems operate simultaneously for a time

direct conversion-plunge-cut over-cold-turkey

turn off old system and turn on new. least expensive

web 2.0

two way communication

really simple syndication

web 2.0 feature. receive the information you want (customized)

OTLP

Business transactions that are processed as they occur is an example of

marketing

CRM _____ applications use data mining to sift through volumes of customer data

management managerial decision

acquiring and using resources efficiently in accomplishing organizational goals

social marketplaces and direct sales

act as online intermediaries that harness the power of social networks for introducing, buying, and selling products and services

scope-creep

adding functions after the project has been initiated. The time frame and expenses associated with the project expand beyond the agreed-upon limits

systems investigation

addresses the business problem by means of the feasibility study

operational, management, strategic

all managerial decisions fall into one of three broad categories

customer-facing applications

allow an organization's sales, field service, and customer interaction center representatives interact directly with customers through customer service and support, sales force automation, marketing, and campaign management

pull model

also known as make-to-order, the production process begins with a customer order

push model

also known as make-to-stock, the production process begins with a forecast, which is simply an educated guess as to customer demand

system development life cycle

also known as waterfall model 1. investigation 2. analysis 3. design 4. program and test 5. implement 6. operation and maintenance

mobile CRM systems

an interactive system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers

Transaction

any business event that generates data worthy of being captured and stored in a database (e.g., product manufactured, a service sold, a person hired, and a payroll check generated)

200mil

apple purchased topsy for

70%

complaining customers will remain loyal

hacktivists

break into computer systems to promote political or ideological goals

vertical integration

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

online transaction processing

business transactions are processed online as soon as they occur and system performs these tasks in real time by means of online technologies

enterprise social networks

business-oriented social networks (public or private) designed to support networking and community building, social collaboration, social publishing, Social intelligence and social analytics

grid computing

cloud computing encompasses the characteristics of _____

data mining

develops a purchasing profile or snapshot of a consumer's buying habits that may lead to additional sales through cross-selling, upselling, and bundling

large or complex IS

do not prototype when you have a ____

user interface

enables users to communicate with the computer. Communication is carried out in a natural language, usually a question-and-answer format, and in some cases is supplemented by graphics

dashboards

evolved from executive information systems, which were information systems designed specifically for the information needs of top executives

operational managerial decision

executing specific tasks efficiently and effectively

information sharing

facilitated by electronic data interchange and extranets, it helps to improve demand forecasts.