MIS 3305 Final Exam Willis

intrusion detection software

Features full-time monitoring tools that search for patterns in network traffic to identify intruders

bullwhip effect

Occurs when distorted product demand information ripples from one partner to the next throughout the supply chain

phishing

a technique to gain personal information for the purpose of identity theft, usually by means of fraudulent emain

worm

a type of virus that spreads itself, not only from file to file, but also from computer to computer. Dont need to attach to anything and can tunnel themselves into computers

Supplier relationship management (SRM)

focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection

Partner relationship management (PRM)

focuses on keeping vendors satisfied by managing alliance partner and reseller relationship that provide customers with the optimal sales channel

Firewall

hardware and/or software that guards a private network by analyzing the information leaving and entering the network

hactivitsts

have philosophical and political reasons for breaking into systems and will often deface the website as a protest

trojan-horse virus

hides inside other software, usualy as an attachment or a downloadable file

information security policies

identify the rules required to maintain information security

Fair use doctrine

in certain situations, it is legal to use copyrighted material

logistics

includes the processes that control the distribution, maintenance and replacement of materials and personnel to support the supply chain

Intellectual property

intangible creative work that is embodied in physical form

Radio-frequency identification (RFID)

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

intelligent system

various commercial applications of artificial intelligence

backdoor programs

viruses that open a way into the network for future attacks

White hat hackers

work at the request of the system owners to find system vulnerabilities and plug the holes

Executive Information system (EIS)

- A specialized DSS that supports senior level executives within the organization. Most have digital dashboards, consolidation, drill-down and slice-and-dice capabilities

Visualization

- Produces graphical displays of patterns and complex relationships in large amounts of data

consolidation

- involves the aggregation of information and features simple roll-ups to complex groupings of interrelated information Would occur when grouping multiple store sales together to get a total for the company.

Employee relationship management (ERM)

- provides employees with a subset of CRM applications available through a Web browser

Expert systems

: Computerized advisory programs that imitate the reasoning processes of experts in solving difficult problems. Human expertise is transferred to the expert system, and users can access the expert system for specific advice. Most expert systems contain information from many human experts and can therefore perform a better analysis than any single human. Examples of expert systems include turbo tax for tax returns. In India I doctors use expert pallative care systems to help them care for patients.

virtual reality

A computer-simulated environment that can be a simulation of the real world or an imaginary world. Ford Motor company has been using virtual reality to help design its vehicles.

genetic algorithm

An artificial intelligent system that mimics the evolutionary, survival-of-the-fittest process to generate increasingly better solutions to a problem.

Optimization analysis

An extension of goal-seeking analysis, finds the optimum value for a target variable by repeatedly changing other variables, subject to specified constraints. Allows managers to change revenue and cost variables in an optimization mode, to calculate the highest potential profits. Can consider constraints like limits on the amount of raw materials and employees available.

supply chain execution system

Automates the different activities of the supply chain

cracker

a hacker with criminal intent

Transaction Processing system (TPS)

Basic business system that serves the operational level and assists in making structured decisions. Uses online transaction processing (OLTP)

authentification

a method for confirming users' identities

Online transaction processing (OLTP)

Capturing of transaction and event information using technology to process, store, and update. Analysts typically use TPS to perform their daily tasks.

automatic call distribution

a phone switch routes inbound calls to available agents.

Operation decision making (bottom of pyramid)

Employees develop, control, and maintain core business activities required to run the day-to-day operations. Ex: manager of a restaurant chain structured decisions lower management/staff internal/functional focu short term/day to day operations structured/recurring/ repetitive decsion key performance indicators focus on efficiency

Managerial Decision Making (middle level)

Employees evaluate company operations to identify, adapt to, and leverage change semi structured decisions middle managers/directors internal/cross functional focus short term/daily/monthly/yearly KPIs focusing on efficiency, and CSFc focusing on effectiveness

Hacker

Experts in technology who use their knowledge to break into computers and computer networks, either for profit or just motivated by the challenge

information ethics

Govern the ethical and moral issues arising from the development and use of information technologies, as well as the creation, collection, duplication, distribution, and processing of information itself

customer relationship management (CRM)

Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability

Contact management CRM system

Maintains customer contact information and identifies prospective customers for future sales

Strategic decision making (top level of pyramid)

Managers develop overall strategies, goals, and objectives senior management/presidents external/industry/cross company long term/yearly/multi-year decision types:Unstructured, nonrecurring, one time. Occurs in situations in which no procedures or rules exist to guide decision makers toward the correct choice. CSFs focusing on effectiveness

Online analytical processing (OLAP)

Manipulation of information to create business intelligence in support of strategic decision making

Decision support system (DSS)

Models information to support managers and business professionals during the decision-making process primarily use analytical Information. Analytical information encompasses all organizational information, and its primary purpose is to support the performing of managerial analysis or semistructured decisions. rely on Online analytical processing (OLAP)

neural networks

Neural networks are most useful for decisions that involve patterns or image recognition. Typically used in the finance industry to discover credit card fraud by analyzing individual spending behavior. Uses fuzzy logic - A mathematical method of handling imprecise or subjective information.

Semi-structured decisions

Occur in situations in which a few established processes help to evaluate potential solutions, but not enough to lead to a definite recommended decision

the decision making process

Problem identification Data collection Solution generation Solution test Solution selection Solution implementation

Structured decisions

Situations where established processes offer potential solutions

intelligent agent

Special-purpose knowledge-based information system that accomplishes specific tasks on behalf of its users. Virtual personal assistants like Siri and Alexa are examples

Analytical CRM

Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Opportunity management CRM system

Targets sales opportunities by finding new customers or companies for future sales

supply chain management (SCM)

The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability

information security

The protection of information from accidental or intentional misuse by persons inside or outside an organization

sales force automation

a system that automatically tracks all of the steps in the sales process

Digital dashboard

Tracks KPIs and CSFs by compiling information from multiple sources and tailoring it to meet user needs

supply chain planning system

Uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory

What 4 quantitative models are used in DSS?

What-if analysis Sensitivity analysis Goal-seeking analysis optimization analysis

smart card

a device that is around the same size as a credit card, containing embedded technologies that can store information and small amounts of software to perform some limited processing. Can act as id cards, a form of digital cash or data storage

spam

a form of unsolicited email

Call Scripting system

access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer

Web-based self-service system

allow customers to use the Web to find answers to their questions or solutions to their problems Click-to-talk -customers click on a button and talk with a CSR via the Internet

Public key encryption (PKE)

an encryption system that uses two keys: a public key for everyone and a private key for the recipient

reasons for the growth of decision making info systems

analyze large amounts of information, make decisions quickly, apply sophisticated analysis techniques

digital dashboards

as they become easier to use, more executives can perform their own analysis without inundating IT personnel with queries and request for reports

Hoaxes

attack computer systems by transmitting a virus hoax, with a real virus attached.

Distributed denial-of-service attack (DDoS)

attacks from multiple computers that flood a website with so many requests for service that it slows down or crashes. A common type is the Ping of Death, in which thousands of computers try to access a website at the same time, overloading it and shutting it down.

sales management CRM system

automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts

Predictive dialing

automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

black hat hackers

break into other people's computer systems and may just look around or may steal and destroy information

polymorphic viruses and worms

change their form as they propagate

What-if analysis

checks the impact of a change in an assumption on the proposed solution. What-if analysis can be done using Excel's Scenario Manage. For example, what will happen to total sales as the price and quantity of units sold changes. What will happen to total sales if building Trump's border wall causes the price of produce to increase

what are three customer service operational CRM technologies

contact center web-based self-service system call scripting system

Prevention and Resistance

content filtering, encryption, firewalls

information security plan

details how an organization will implement the informaiton security policies

interactive voice response (IVR)

directs customers to use touch-tone phones or keywords to navigate or provide information

drill-down

enables users to get details, and details of details, of information Would occur when digging into the numbers on the balance sheet or income statement, such as revenues broken down into individual product revenues for each store during different dates and times

script kiddies/script bunnies

find hacking code on the internet and click-and-point their way into systems to cause damage or spread viruses

Goal-seeking analysis

finds the inputs necessary to achieve a goal such as a desired level of output. How much money a person can borrow with an interest rate of 5.5% and a monthly payment of $1,300. If a person needs to make an A in the class, what do they need to score on the final exam. Solves for a desired goal. For example - we want to improve revenues by 30 percent, how much does sales have to increase and costs have to decrease to meet this goal?

Denial-of-service attack (DoS)

floods a website with so many requests for service that it slows down or crashed the site

Elevation of privilege

is a process by which a user misleads a system into granting unauthorized rights, usually for the purpose of compromising or destroying the system. For example, an attacker might log on to a network by using a guest account, and then exploit a weakness in the software that lets the attacker change the guest privileges to administrative privileges.

Model

is a simplified representation or abstraction of reality. Models help managers to: calculate risks, understand uncertainty, change variables and manipulate time to make decisions

slice-and-dice

looks at information from different perspectives. Would occur when users begin looking at information with different dimensions, similar to the cubes of information

privacy

major ethical issue The right to be left alone when you want to be, to have control over your own personal possessions, and not to be observed without your consent

Visibility

more visible models of different ways to do things in the supply chain have emerged. High visibility in the supply chain is changing industries, as Wal-Mart demonstrated

content filtering

occurs when organizations use software that filters content to prevent the transmission of unauthorized information

what are the three components of supply chain management

procurement, logistics, materials management

downtime

refers to a period of time when a system is unavailable

pharming

reroutes requests for legitimate websites to false websites

encryption

scrambles information into an alternative form that requires a key or password to decrypt the information

cyberterrorists

seek to cause harm to people or to destroy critical systems or information and use the internet as a weapon of mass destruction

tokens

small electronic devises that change user passwords automatically

counterfeit software

software that is manufactured to look like the real thing and sold as such

virus

software written with malicious intent to cause annoyance or damage. Must attach to something such as a file in order to spread

Artificial intelligence (AI)

stimulates human intelligence such as the ability to reason and learn expert system neural network genetic algorithms intelligent agents virtual reality

Operational CRM

supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers. Marketing/sales/customer

supply chain visibility

the ability to view all areas up and down the supply chain in real time

Confidentiality

the assurance that messages and information are available only to those who are authorized to view them

Biometrics

the identification of a user based on a physical characteristics, such as a fingerprint, iris, face, voice, or handwriting

Copyright

the legal protction afforded an expression of an idea, such as a song, video game, and some types of proprietary documents

ethics

the principles and standards that guide our behavior towards other people

authorization

the process of giving someone permission to do or have something

procurement

the purchasing of goods and services to meet the needs of the supply chain

Sensitivity analysis

the study of the impact that changes in one (or more) parts of the model have on other parts of the model. How changing revenue affects other variables. For example - if we continually change the amount of inventory we carry, how low can our inventories go before issues start occurring in other parts of the supply chain? This would require changing the inventory level and watching the model to see "how sensitive" it is to inventory levels. Studies the impact on a single change in a current model. What-if analysis - determines the impact of change on an assumption or an input. For example - if the economic condition improves, how will it affect our sales?

pirated software

the unauthorized use, duplication, distribution, or sale of copyrighted software