MIS FINAL EXAM EDIT 2
About ________ percent of the United States GDP is produced by the knowledge and information sectors. 65 85 25 15 45
45
24) The type of decision that can made by following a definite procedure is called a(n) ________ decision. A. structured B. unstructured C. semistructured D. procedural
A
25) You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? A) Select the functions of the system you wish to use. B) Select the business processes you wish to automate. C) Map the company's business processes to the software's business processes. D) Map the software's business processes to the company's business processes. Answer
A
26) When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with A) configuration tables. B) Web services. C) data dictionaries. D) middleware. Answer
A
26) Which type of decision is calculating gross pay for hourly workers? A. structured B. unstructured C. semistructured D. none of the above
A
32) The five classical functions of managers are planning, organizing, deciding, controlling, and A. coordinating. B. leading. C. managing. D. negotiating.
A
35) Mintzberg's classification of managerial roles outlines which three main categories? A. interpersonal, informational, and decisional B. symbolic, decisional, and interpersonal C. symbolic, interpersonal, and technical D. technical, interpersonal, and informational
A
35) Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? A) safety stock B) continuous replenishment C) just-in-time strategies D) demand planning Answer
A
36) A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy. A) just-in-time B) frictionless C) bullwhip D) safety-stock Answer
A
37) The role of entrepreneur falls into which of Mintzberg's managerial classifications? A. decisional B. informational C. interpersonal D. symbolic
A
43) Capabilities of supply chain execution systems would not include A) identifying the optimal transportation mode. B) tracking the flow of finished goods. C) managing materials. D) managing warehouse operations. Answer
A
45) A supply chain driven by actual customer orders or purchases follows a ________ model. A) pull-based model B) build-to-stock C) push-based D) replenishment-driven Answer
A
50) The chapter case discussing Dick's Sporting Goods stores illustrates the use of A. DSS to enable greater supplier intimacy. B. MIS to achieve greater operational excellence. C. ESS to enable better decision-making. D. CDSS to enable greater customer intimacy.
A
53) Customer relationship management systems typically provide software and online tools for sales, customer service, and A) marketing. B) account management. C) advertising. D) public relations. Answer
A
55) A pivot table is a A. spreadsheet tool that displays two or more dimensions of data in a convenient format. B. type of relational database. C. chart tool that can rotate columnar data quickly and visually. D. tool for performing sensitivity analysis.
A
56) Customer service modules in CRM systems provide tools for A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information. Answer
A
56) Which type of information system uses data visualization technology to analyze and display data for planning and decision making in the form of digitized maps? A. GIS B. DSS C. MIS D. TPS
A
59) Saturn.com's "Build Your Own" feature, allowing customers to select the trim, transmission, engine, and other features of a car model is an example of a A. CDSS B. GSS C. GIS D. GDSS
A
59) ________ management is an important capability for customer service processes that is found in most major CRM software products. A) Returns B) Lead C) Account D) Events Answer
A
66) A system that displays performance overviews of the firm in an easy-to-read graphical interface, along with the ability to drill down into fine-grained sales data can be categorized as a(n) A. CDSS B. MIS C. DSS D. ESS
A
68) The easy use of graphics in an ESS allows the user to A. look at more data in less time with greater clarity. B. use creative analysis. C. quickly manipulate TPS and historical data. D. decentralize decision making.
A
69) Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. A) e-business suites B) ERP systems C) middleware D) legacy systems Answer
A
70) You are advising an accounting firm that wants to establish its first Web site. Approximately how much of the Web site budget should you assign to purchasing software?
A) 10 percent
42) eBay is an example of
A) C2C e-commerce.
49) Which of the following best describes why small world theory is important to e-commerce?
A) The products bought online by one individual will influence purchases by others.
54) ________ describes the concept that a large group of people is better at making correct decisions than a single person.
A) The wisdom of crowds
37) Reducing the business process layers in a distribution channel is called
A) disintermediation.
53) Which of the following best illustrates the transaction fee revenue model?
A) eBay receives a small fee from a seller if a seller is successful in selling an item.
64) A third-party Net marketplace that connects many buyers and suppliers for spot purchasing is called a(n)
A) exchange.
40) Compared to traditional goods, digital goods have
A) greater pricing flexibility.
31) The lowered costs of information storage, processing, and communication, along with the improvement of data quality, has resulted in which unique quality of e-commerce?
A) information density
41) Compared to traditional markets, digital markets have
A) lower distributed delivery costs.
21) Through what channel did e-commerce first evolve?
A) online advertising sales
22) Which of the following is not one of the current main areas of growth in mobile e-commerce?
A) sales of financial services
51) In which of the following revenue models does a Web site charge a fee for access to some or all of its offerings on a continual, regular basis?
A) subscription
62) E-hubs are more ________ than private industrial networks.
A) transaction-oriented
Technology that consists of computer-based systems that attempt to emulate human behavior is called fuzzy logic. learning management systems. AI technology. neural networks. genetic algorithms.
AI technology.
________ seeks to enhance human perception by combining a live direct view of the physical world with computer-generated images. CAD VRML AR LMS KWS
AR
How did the system improve decision making and operations?
All of the above
What benefits did Evolution realize by using the CRM software?
All of the above
Is Watson a good example of a computer system demonstrating intelligence similar to that of a human?
All of the above.
What features of this software would be especially attractive to a company like Evolution Homecare?
All of the above.
What kinds of businesses are most likely to benefit from using Groupon?
All of the above.
22) Which of the following statements best describes the business value of improved decision making? A. Improved decision making creates better products. B. Improved decision making results in a large monetary value for the firm as numerous small daily decisions affecting efficiency, production, costs, and more add up to large annual values. C. Improved decision making enables senior executives to more accurately foresee future financial trends. D. Improved decision making strengthens customer and supplier intimacy, which reduces costs.
B
23) When there is no well-understood or agreed-on procedure for making a decision, it is said to be A. undocumented. B. unstructured. C. documented. D. semistructured.
B
25) Which type of decision is deciding whether to introduce a new product line? A. structured B. unstructured C. recurring D. nonrecurring
B
27) The decision to approve a capital budget is an example of a(n) ________ decision. A. semistructured B. unstructured C. structured D. undocumented
B
29) A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a A) distribution channel. B) supply chain. C) value chain. D) marketing channel. Answer
B
31) Which phase of decision making finds or recognizes a problem, need, or opportunity? A. design B. intelligence C. choice D. implementation
B
33) In contrast to the classical model of management, behavioral models see the actual behavior of managers as being more A. systematic. B. informal. C. reflective. D. well organized.
B
37) Which of the following is not one of the key challenges facing global supply chains? A) geographical distances B) increased costs C) time zones D) cultural differences Answer
B
40) Supply chain planning systems A) track the physical status of goods. B) identify the transportation mode to use for product delivery. C) track the financial information involving all parties. D) track the status of orders. Answer
B
42) The concern that the structure of data is consistent within an information source reflects which quality dimension of information? A. accuracy B. integrity C. validity D. consistency
B
43) MIS typically produce A. new ways of looking at data that emphasize change, flexibility, and rapid response. B. fixed, regularly scheduled reports based on data extracted from the organization's TPS. C. solutions to semistructured problems appropriate for middle management decision making. D. assumptions, responses to ad hoc queries, and graphic representations of existing data.
B
44) An information system for a building company that tracks construction costs for various projects across the United States would be categorized as a type of A. DSS. B. MIS. C. GIS. D. CDSS.
B
44) Which of the following is not one of the main challenges in implementing enterprise applications? A) high cost of software B) loss of ownership of data C) complex to install and configure D) dependence on third-party vendors Answer
B
46) A build-to-order supply-chain model is also called a ________ model. A) supply-based B) demand-driven C) replenishment-driven D) push-based Answer
B
47) Which of the following is not a potential "switching cost"? A) employee training B) upgrading software C) new hardware D) new documentation Answer
B
48) A DSS database is a collection of A. historical data extracted from transaction processing systems. B. current or historical data from several applications or groups. C. external data typically mined from the Internet and other third-party sources. D. the corporation's current transaction data.
B
49) A ________ is a method of interaction with a customer, such as telephone or customer service desk. A) point of presence B) touch point C) sales point D) client channel Answer
B
49) The chapter case discussing overbooking on airlines illustrates that A. inaccuracies that can be magnified throughout a DSS because of incorrect data. B. organizational and people challenges may defeat a relatively successful technological solution. C. despite the best efforts of industry experts and sophisticated DSS, overbooking remains a problem. D. through the use of DSS, genetic algorithms, and neural networks, the problems of overbooking and bumped passengers have largely been solved.
B
51) Which type of model asks what-if questions repeatedly to determine the impact on outcomes of changes in one or more factors? A. optimization B. sensitivity analysis C. statistical D. forecasting
B
53) You would use an optimization model to A. project future conditions and predict the effect of these conditions on sales. B. determine the proper mix of products within a given market to maximize profits. C. determine the price of a product given fluctuating sales and advertising budget. D. establish the best relationship between price and sales and marketing budgets.
B
55) ________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training. A) Enterprise B) ERM C) PRM D) ERP Answer
B
57) Dell Computer's online that tools allow users of their Web site to customize and order a new PC are a type of A. DSS. B. CDSS. C. Web-based GIS. D. Intelligent agent.
B
60) Which of the following is an important capability for sales processes that is found in most major CRM software products? A) returns management B) lead management C) channel promotions management D) events management Answer
B
61) Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. A) operational CRM B) analytical CRM C) operational SCM D) analytical SFA Answer
B
62) GDSS A. require a small number of attendees in order to maintain high levels of productivity. B. enable increasing a meeting size without reducing productivity. C. include specific procedures for priority ranking the order in which participants can respond. D. utilize shared desktop computers to foster collaboration.
B
63) The information system used by Caesar's Entertainment, which combines data from internal TPS with information from financial systems and external sources to deliver reports such as profit-loss statements, impact analyses, is an example of A. DSS. B. ESS. C. CDSS. D. MIS.
B
64) Analyzing customer buying patterns is an example of A) CLTV. B) analytical CRM. C) operational CRM. D) demand planning. Answer
B
64) The leading methodology for understanding the really important information needed by a firm's executives is called the ________ method. A. digital dashboard B. balanced scorecard C. KPI D. data visualization
B
65) Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company? A) churn rate B) CLTV C) cost per lead D) cost per sale Answer
B
65) Which of the following features of an ESS displays traditional financial metrics with measurements from additional perspectives, such as customers, or learning and growth, on a single screen? A. balanced scorecards B. digital dashboard C. graphic visualization tools D. drill-down capabilities
B
66) The measurement of the number of customers who stop using or purchasing products or services from a company is called A) switching costs. B) churn rate. C) CLTV. D) switch rate. Answer
B
67) ESS A. support the structured decision making of senior executives. B. have the ability to drill down into lower levels of detail. C. easily integrate data from different systems. D. are primarily driven by information derived from a company's transaction processing systems.
B
58) Which of the following statements about B2B commerce is not true?
B) B2B e-commerce represents approximately three-quarters of the overall B2B marketplace.
44) Consumers selling goods and services electronically to other consumers best describes
B) C2C e-commerce.
52) Which of the following best illustrates the affiliate revenue model?
B) Epinions receives a fee after steering a customer to a participating Web site where he or she makes a purchase.
23) Which of the following is an example of a geosocial mobile service?
B) Foursquare
24) How are the Internet and e-commerce causing severe disruption to the existing advertising business model?
B) Technology players such as Yahoo! seek to dominate online advertising and expand into offline ad brokerage.
69) Which of the following is the least costly way to build a Web site?
B) Use a hosted solution and pre-built templates.
35) Information ________ exists when one party in a transaction has more information that is important for the transaction than the other party.
B) asymmetry
56) Exposing an individual to ads that are chosen and based on the recorded and analyzed online behavior of the individual is referred to as
B) behavioral targeting.
65) Goods that are involved in the actual production process are referred to as
B) direct goods.
63) A mapping of a person's significant online, personal relationships is called a social
B) graph.
67) You are building an e-commerce Web site that will sell e-books and are looking for a hosted solution. Which of the following functionalities is least important for your business goals?
B) inventory management
48) Market creators
B) provide a digital environment where buyers and sellers can establish prices for products.
47) Transaction brokers
B) save users money and time by processing online sales transactions.
32) The effort required to locate a suitable product is called
B) search costs.
59) EDI is
B) the exchange between two organizations of standard transactions through a network.
27) Which of the following is not one of the unique features of e-commerce technology?
B) transparency
Which of the following statements about B2B commerce is not true?
B2B e-commerce represents approximately three-quarters of the overall B2B marketplace.
Selling products and services directly to individual consumers via the Internet best describes
B2C e-commerce.
What are the weaknesses of Groupon's business model described in the videos?
Both of the above
Would Watson be useful in customer service systems?
Both of the above
21) Which of the following was NOT a challenge Eastern Mountain Sports was facing in its management information systems and decision making? A. Employees had to craft most management reports by hand. B. Data was stored in unconnected sources. C. Data was not being acquired by the proper channels. D. Managers were unable to make good decisions about stocking stores.
C
23) Enterprise software is built around thousands of predefined business processes that reflect A) the firm's organization. B) industry goals. C) best practices. D) cutting edge workflow analyses. Answer
C
24) Which of the following is not true about enterprise systems? A) Enterprise systems help firms respond rapidly to customer requests for information or products. B) Enterprise system data have standardized definitions and formats that are accepted by the entire organization. C) Enterprise software is expressly built to allow companies to mimic their unique business practices. D) Enterprise software includes analytical tools to evaluate overall organizational performance. Answer
C
27) In order to achieve maximum benefit from an enterprise software package, a business A) customizes the software to match all of its business processes. B) uses only the processes in the software that match its own processes. C) changes the way it works to match the software's business processes. D) selects only the software that best matches its existing business processes. Answer
C
28) Supply chain complexity and scale increases when firms A) move to globalization. B) manage the procurement, manufacturing, and distribution functions themselves. C) produce products and services that coordinate with hundreds or more firms and suppliers. D) modify their existing workflows to comply with supply-chain management systems. Answer
C
29) Checking store inventory is an example of a(n) ________ decision. A. semistructured B. unstructured C. structured D. none of the above
C
30) Simon's description of decision making consists of which four stages? A. planning, financing, implementation, and maintenance. B. planning, design, implementation, and maintenance. C. intelligence, design, choice, and implementation. D. intelligence, design, financing, and implementation.
C
31) A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the A) supplier's internal supply chain. B) external supply chain. C) upstream portion of the supply chain. D) downstream portion of the supply chain. Answer
C
36) The role of liaison falls into which of Mintzberg's managerial classifications? A. decisional B. informational C. interpersonal D. symbolic
C
38) According to Mintzberg, managers in their informational role act as A. figureheads for the organization. B. leaders. C. nerve centers of the organization. D. negotiators.
C
39) Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems. A) demand B) delivery C) planning D) execution Answer
C
39) Which of the following managerial roles is NOT supported by information systems? A. spokesperson B. resource allocator C. leader D. nerve center
C
41) The concern that data values of an information source fall within a defined range reflects which quality dimension of information? A. accuracy B. integrity C. validity D. consistency
C
41) Which supply chain planning function determines how much product is needed to satisfy all customer demands? A) distribution management B) replenishment planning C) demand planning D) order planning Answer
C
47) A system that uses data mining to guide senior marketing executive's decisions about customer retention can be categorized as a(n): A. CDSS. B. MIS. C. DSS. D. ESS.
C
50) Which of the following would not be considered a contact point? A) e-mail B) Web site C) Intranet D) retail store Answer
C
52) ________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. A) SCM B) SFA C) ERM D) PRM Answer
C
54) Backward sensitivity analysis software is used for A. supply chain optimization. B. historical what-if analysis. C. goal seeking. D. reverse forecasting.
C
57) Marketing modules in CRM systems would provide tools for A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information. Answer
C
58) As discussed in the chapter case, the system used in South Carolina to estimate and map the regional damage and losses resulting from an earthquake was a type of A. CDSS B. GSS C. GIS D. GDSS
C
58) Selling a customer with a checking account a home improvement loan is an example of A) operational CRM. B) direct marketing. C) cross-selling. D) cross-channel promotions. Answer
C
62) Operational CRM applications include tools for A) identifying buying patterns. B) calculating CLTV. C) salesforce automation. D) pinpointing unprofitable customers. Answer
C
63) Analytical CRM applications A) include tools for marketing automation. B) provide consolidated data for operational CRM applications. C) are based on data consolidated from operational CRM applications. D) provide customer-facing applications. Answer
C
68) Which of the following is not an example of next-generation enterprise applications? A) open-source solutions B) social CRM C) solutions incorporating SCM D) solutions incorporating SOA Answer
C
45) Which of the following businesses utilizes the content provider Internet business model?
C) CNN.com
26) Which of the following is not a recent development in e-commerce?
C) The music recording industry is disrupted as music creation and distribution become decentralized.
38) Digital goods are goods that are
C) delivered digitally.
36) Varying a product's price according to the supply situation of the seller is called ________ pricing.
C) dynamic
60) The process of sourcing goods and materials, negotiating with suppliers, paying for goods, and making delivery arrangements is called
C) procurement.
30) The integration of video, audio, and text marketing messages into a single marketing message and consumer experience describes which dimension of e-commerce technology?
C) richness
33) Information density refers to the
C) total amount and quantity of information available to all market participants.
28) Which feature of Internet technology has had the most effect in the Internet's rapid spread across the globe?
C) universal standards
In this technique, descriptions of past experiences of human specialists are stored in a database for later retrieval when the user encounters a situation with similar characteristics. LMS CBR fuzzy logic data mining expert systems
CBR
Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?
CLTV
21) From your reading of the chapter's opening case, NVIDIA implemented new information systems in order to achieve which of the following business objectives? A) customer and supplier intimacy B) operational excellence C) survival D) improved decision making Answer
D
22) Which of the following is not an example of the benefits enterprise systems provide to firms? A) Products are shipped to stores more quickly. B) When products are ordered, the manufacturing and logistics teams are notified immediately. C) There is more accurate sales information for managers to analyze. D) The cost of information systems falls, making the firm more productive. Answer
D
28) The decisions involved in creating and producing a corporate intranet can be classified as ________ decisions. A. procedural B. unstructured C. structured D. semistructured
D
30) Components or parts of finished products are referred to as A) upstream materials. B) raw materials. C) secondary products. D) intermediate products. Answer
D
32) A company's organizations and processes for distributing and delivering products to the final customers is the A) supplier's internal supply chain. B) external supply chain. C) upstream portion of the supply chain. D) downstream portion of the supply chain. Answer
D
33) Uncertainties arise in any supply chain because of A) inaccurate or untimely information. B) poor integration between systems of suppliers, manufacturers, and distributors. C) inefficient or inaccurate MIS. D) unforeseeable events. Answer
D
34) Behavioral models of managers find that, from observation, managers A. perform often fewer than 100 activities a day. B. operate best with standardized, predictable, printed information. C. create a formalized, hierarchic structure of contacts to provide filtered information. D. typically work in a fragmented manner, with only 10% of activities exceeding an hour in duration.
D
34) Why is overstocking warehouses not an effective solution for a problem of low availability? A) It does not speed product time to market. B) It is an inefficient use of raw materials. C) It increases sales costs. D) It increases inventory costs. Answer
D
38) Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. A) push; pull B) demand; continual C) upstream; downstream D) planning; execution Answer
D
40) As discussed in the chapter text, the three main reasons that investments in information technology do NOT always produce positive results are A. management support, technical logistics, and user compliance. B. organization, environment, culture. C. information quality, information integrity, and information accuracy. D. information quality, organizational culture, and management filters.
D
42) Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. A) demand B) delivery C) planning D) execution Answer
D
45) Which type of information system supports decision-making by enabling users to extract useful information that was previously buried in large quantities of data? A. GSS. B. ESS. C. TPS. D. DSS.
D
46) The components of a DSS are the A. internal corporate database, external data sources, and analysis tools. B. data visualization tools, software, and graphics capabilities. C. database, graphics capabilities, and analysis tools. D. database, software system, and user interface.
D
48) The business value of an effective supply chain management system includes all of the following except A) faster time to market. B) cost reduction. C) supply matched to demand. D) increased inventory levels. Answer
D
51) ________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. A) SCM B) SFA C) ERM D) PRM Answer
D
52) Which type of model is used to help managers use historical data to estimate future conditions and sales figures resulting from these conditions? A. optimization B. sensitivity analysis C. statistical D. forecasting
D
54) SFA modules in CRM systems would provide tools for A) assigning and managing customer service requests. B) capturing prospect and customer data. C) identifying profitable and unprofitable customers. D) managing sales prospect and contact information. Answer
D
60) GDSS A. are designed to allow meeting attendees to share their thoughts in real-time with their peers. B. support decisions that require knowledge about the geographic distribution of resources. C. are typically used with geographically dispersed attendees. D. implement structured methods for organizing and evaluating ideas.
D
61) An essential component in the ability of GDSS to contribute to a collaborative environment is A. allowing users to contribute simultaneously. B. using structured methods for evaluating ideas. C. identifying users informally. D. the guarantee of user anonymity.
D
67) Which of the following statements about enterprise applications is not true? A) Enterprise applications require organizational learning. B) Enterprise applications introduce "switching costs." C) Enterprise applications are based on organization-wide definitions of data. D) Enterprise applications are best implemented when few changes in business processes are required. Answer
D
69) Executives need a wide range of ________ as well as internal data. A. structured B. informal C. system D. external
D
70) A well-designed ESS will allow management to A. have greater span of control. B. assign lower levels of management greater control. C. reduce their need to review lower levels of operation. D. all of the above.
D
70) The bullwhip effect is countered by A) globalization. B) disintermediation. C) implementing an SCM. D) reducing information uncertainty. Answer
D
50) Which of the following best illustrates the sales revenue model?
D) Apple accepts micropayments for single music track downloads.
43) Selling products and services directly to individual consumers via the Internet best describes
D) B2C e-commerce.
66) Which of the following statements about m-commerce is not true?
D) In 2012, the top-grossing category of m-commerce was e-book sales.
55) Netflix's public announcement of a reward for a technology solution to its movie recommendation system is an example of
D) crowdsourcing.
46) Which of the following Internet business models does Amazon.com use?
D) e-tailer
39) Compared to digital markets, traditional markets have
D) higher transaction costs.
29) The act of engaging consumers in a dialog that dynamically adjusts the experience to the individual describes which dimension of e-commerce technology?
D) interactivity
34) Selling the same goods to different targeted groups at different prices is called
D) price discrimination.
61) An extranet that links a large firm to its suppliers and other key business partners is called a(n)
D) private industrial network.
57) Which of the following was the leading online advertising format in 2012?
D) search engine
68) You are planning the requirements for a site tracking and reporting system for your company Web site. Which of the following information requirements would not be essential for this function?
D) secure credit card clearing
25) The quality of ubiquity, as it relates to e-commerce, is illustrated by
D) the availability of the Internet everywhere and anytime.
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
Demand Planning
________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
ERM
Which of the following statements about enterprise applications is not true?
Enterprise applications are best implemented when few changes in business processes are required.
Which of the following is not true about enterprise systems?
Enterprise software is expressly built to allow companies to mimic their unique business practices.
Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.
Execution
11) DSS primarily address structured problems.
F
12) The earliest DSS were data-driven.
F
15) Data visualization technologies help distill large amounts of information into easily read textual lists.
F
16) DSS are a special category of GIS.
F
19) Web-based tools for videoconferencing and electronic meetings are the primary tools for GDSS.
F
20) During a GDSS meeting, the attendees control the use of GDSS tools.
F
3) Middle management tends to face more unstructured decision scenarios, but may include some structured components.
F
4) Unstructured decision making is most prevalent at lower organizational levels.
F
7) The implementation phase of Simon's decision making model includes choosing among solution alternatives.
F
8) The first stage in Simon's decision-making process model is the design stage.
F
11) In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain. Answer
FALSE
12) In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products. Answer
FALSE
13) Dell Inc. is an example of a push-based model. Answer
FALSE
15) All CRM packages contain modules for PRM and ERM. Answer
FALSE
3) Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers. Answer
FALSE
4) The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers. Answer
FALSE
6) Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain. Answer
FALSE
8) Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product. Answer
FALSE
1) E-commerce refers to the use of any networking technologies to transact business.
False
10) Amazon's recommender system is an example of the network notification feature of social e-commerce.
False
11) Podcasting allows subscribers to listen to live, streaming radio and other audio content.
False
12) Intellectual property refers to all forms of human expression, both tangible and intangible.
False
14) Behavioral targeting occurs at two levels: individual Web sites and through ISPs.
False
15) EDI standards that take advantage of network communications have yet to be fully implemented at the industry level.
False
17) Exchanges have become one of the most popular types of Net marketplace because they encourage competitive bidding that drives prices down.
False
2) Consumer e-commerce is still growing at approximately 25% annually.
False
20) Because of outsourcing and increased automation, the costs of system maintenance and content creation have fallen and typically make up less than a quarter of Web site budgets.
False
4) Eighty-five percent of online retailers now have m-commerce Web sites.
False
6) Disintermediation provides major benefits to the distributor.
False
7) In general, for digital goods, the marginal cost of producing another unit is about zero.
False
8) Telecommunications hardware and software is typically the least costly portion of a Web site budget.
False
9) An example of the content provider business model is Barnesandnoble.com, a retailer of printed books.
False
All CRM packages contain modules for PRM and ERM.
False
Amazon's recommender system is an example of the network notification feature of social e-commerce.
False
Because neural network applications cannot always explain why they arrive at a particular solution, they are not well suited for use in the medical profession. True False
False
Case-based reasoning is not well-suited for diagnostic systems in medicine. True False
False
Dell Inc. is an example of a push-based model.
False
Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.
False
Expert systems are the primary tools used for knowledge discovery. True False
False
Expert systems work by applying a set of AND/OR rules against a knowledge base, both of which are extracted from human experts. True False
False
Expertise is thought to be the collective and individual experience of applying knowledge to the solution of problems. True False
False
Fuzzy logic systems "learn" patterns from large quantities of data by sifting through data, searching for relationships, building models, and correcting over and over again the model's own mistakes. True False
False
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
False
In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.
False
Intelligent agents can discover underlying patterns, categories, and behaviors in large data sets. True False
False
Intelligent techniques include CAD and VRML. True False
False
Knowledge is universally applicable and easily moved. True False
False
Knowledge workers include all of a company's workers who are tasked with managing or creating knowledge, from top-level scientists to clerical and data workers. True False
False
Semistructured information is all the knowledge in a firm that resides in the heads of experienced employees. True False
False
Structured knowledge is explicit knowledge that exists in informal documents. True False
False
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
False
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
False
VRML requires the use of a powerful server as well as large amounts of bandwidth. True False
False
While systems such as KWS can manage semistructured and unstructured information, enterprise-wide content management systems are designed to manage a firm's structured information. True False
False
Which of the following is an example of a geosocial mobile service?
Foursquare
What features of contemporary e-commerce does Groupon Now! utilize?
Groupon Now! utilizes technologies for mobility, personalization, social networking, and location-based services.
What value does this service provide subscribing merchants?
Groupon helps introduce new customers to a merchant's products or services, with the hope (not always realized) that these customers will return again
What value does it provide customers?
Groupon's heavily discounted vouchers in nearby locations save customers time and money.
Why is overstocking warehouses not an effective solution for a problem of low availability?
It increases inventory costs.
Which of the following statements about 3D printing is not true? It is only usable to make prototypes. It creates objects layer by layer. It uses specifications in a digital file. It is also called additive manufacturing. It creates solid objects.
It is only usable to make prototypes.
Which of the following does not describe the dimensions of knowledge in a firm? It is subject to the laws of diminishing returns. It is enmeshed in a firm's culture. It is contextual and applicable only in relevant situations. It is intangible. It is a cognitive event involving mental models.
It is subject to the laws of diminishing returns.
Was playing Jeopardy a good way to test machine intelligence?
Jeopardy questions are not designed for a computer to answer, and the game requires understanding the natural language used by humans when they speak, and knowledge from a vast array of data. This was a good opportunity for IBM to improve its question-and-answer machine and bring machine intelligence closer to human intelligence
Which of the following is not a typical component or capability of an enterprise content management system? tagging tools KWS social networking tools digital asset management LMS
KWS
Specialized systems built for engineers, scientists, and other knowledge workers charged with discovering and creating new knowledge for a company are called wikis. CAD systems. KMS. LMS. KWS.
KWS.
What is meant by the statement "knowledge is sticky"? Knowledge is universally applicable. Knowledge works only in certain situations. Knowledge is hard to move. Knowledge is intangible. Knowledge is difficult to replace.
Knowledge is hard to move.
Which of the following is not one of the main four dimensions of knowledge described in the chapter? Knowledge has a location. Knowledge is a firm asset. Knowledge has different forms. Knowledge is situational. Knowledge is timeless.
Knowledge is timeless.
Which of the following statements is not an accurate description of the importance of knowledge to a firm? Much of the firm's value relies on being able to create knowledge. Knowledge enables firms to become more efficient in their use of scarce resources. Knowledge is unconditional. Knowledge experiences network effects as more people share it. Knowledge should be seen as an intangible key asset.
Knowledge is unconditional.
Which of the following statements best describes the relationship between collaboration and knowledge management? As knowledge increases, so does collaboration. Knowledge is useful only when shared with others. Knowledge is the end product of collaboration. Without knowledge, collaboration is difficult. Knowledge doesn't exist without collaboration.
Knowledge is useful only when shared with others.
________ often are designed and optimized for the specific tasks to be performed. LMS Virtual simulators Graphics programs CAD stations Knowledge workstations
Knowledge workstations
________ is the study of how computer programs can improve their performance without explicit programming. Intelligent techniques COP Machine learning Neural networks Genetic algorithms
Machine learning
Why did Evolution chose Microsoft as its CRM vendor?
Microsoft Dynamics CRM offers customization capabilities so that organizations can manage other types of relationships besides those with customers. Evolution would have found this capability helpful for addressing the unique requirements of managing patients in the home healthcare industry.
Which of the following describes a difference between neural networks and genetic algorithms? Neural networks are programmed to "learn." Genetic algorithms are designed to work with small amounts of data, while neural networks can handle large quantities of data. Genetic algorithms are designed to process large amounts of information. Neural networks are a type of machine learning, whereas genetic algorithms are static programs. Genetic algorithms are a type of knowledge discovery, while neural networks are an intelligent technique.
Neural networks are programmed to "learn."
________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
PRM
If you were a patient, what benefits might you receive from this system?
Patients will experience more timely delivery, few if any stock outs (prescribed drugs will be available and delivered), and better tracking of their past orders.
Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.
Planning
________ knowledge exists in formal documents, as well as in formal rules that organizations derive by observing experts and their decision-making behaviors. Explicit Semi-structured Unstructured Management Tacit
Semi-structured
1) Unstructured decisions are novel and nonroutine, and there is no well-understood or agreed-on procedure for making them.
T
10) MIS typically produce fixed, regularly scheduled reports based on data extracted and summarized from the firm's underlying transaction processing systems.
T
13) What-if analysis works forward from known or assumed conditions.
T
14) Backward sensitivity analysis software is used for goal seeking.
T
17) A geographic information system is a decision support system designed specifically to work with spatial information.
T
18) GDSS facilitate the solution of unstructured problems by a set of decision makers working together as a group in either the same location or different locations.
T
2) A structured decision can be made by following a well-defined set of procedures. No "feel" or intuition is necessary.
T
5) Rank-and-file employees tend to make more structured decisions.
T
6) The intelligence phase of decision making consists of discovering, identifying, and understanding the problems occurring in the organization.
T
9) The classical model of management does not address what exactly managers do when they plan, decide things, and control the work of others.
T
1) Firms can use social networking sites to improve their efficiency in customer service. Answer
TRUE
10) Inefficiencies in a supply chain are primarily caused by inaccurate information. Answer
TRUE
14) Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget. Answer
TRUE
16) Major CRM application software vendors include Oracle and SAP. Answer
TRUE
17) Cross-selling is the marketing of complementary products to customers. Answer
TRUE
18) CRM software can help organizations identify high-value customers for preferential treatments. Answer
TRUE
19) Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources. Answer
TRUE
2) PRM provides a firm and its distributors trade information and distributes leads about customers. Answer
TRUE
20) Enterprise systems require fundamental changes in the way the business operates. Answer
TRUE
5) Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs. Answer
TRUE
7) The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain. Answer
TRUE
9) In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes. Answer
TRUE
Which of the following is not an example of the benefits enterprise systems provide to firms?
The cost of information systems falls, making the firm more productive.
Which of the following is not a recent development in e-commerce?
The music recording industry is disrupted as music creation and distribution become decentralized.
A ________ is a method of interaction with a customer, such as telephone or customer service desk.
Touch point
13) Ninety-six percent of all U.S. households with Internet access use a broadband connection.
True
16) Net marketplaces may either support contractual purchasing based on long-term relationships with designated suppliers or short-term spot purchasing.
True
18) Automobile manufacturing is an example of a vertical market.
True
19) In general, the cost of hardware, software, and telecommunications for building and operating a Web site has fallen by over 50 percent since 2000.
True
3) The Internet shrinks information asymmetry.
True
3-D printers can produce fully functioning components, such as working batteries and LEDs. True False
True
5) All previous mass media in modern history, including the printing press, use a broadcast model where content is created in a central location by experts.
True
Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.
True
Automobile manufacturing is an example of a vertical market.
True
Both structured and unstructured documents can contain knowledge. True False
True
CRM software can help organizations identify high-value customers for preferential treatments.
True
Cross-selling is the marketing of complementary products to customers.
True
Expert systems are typically used in business in discrete, highly structured decision-making situations. True False
True
Expert systems capture the knowledge of skilled employees in the form of a set of rules in a software system that can be used by others in the organization. True False
True
For a firm, organizational resources are needed to transform data into knowledge. True False
True
Fuzzy logic can describe a particular phenomenon or process linguistically and then represent that description in a small number of flexible rules. True False
True
Hybrid AI applications are being implemented in home appliances, such as washing machines. True False
True
In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
True
Inefficiencies in a supply chain are primarily caused by inaccurate information.
True
Major CRM application software vendors include Oracle and SAP.
True
The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
True
Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.
True
Which of the following is true?
Watson would be useful in information-intensive industries
Hardware and software that attempt to emulate the processing patterns of the biological brain best describe a neural network. fuzzy logic. case-based reasoning. an expert system. artificial intelligence.
a neural network.
Backward chaining is a method of organizing expert system knowledge into chunks. a strategy for searching the rule base in an expert system that begins with a hypothesis. a strategy for searching the rule base in an expert system that begins with information entered by the user. a programming algorithm used to create a virtual world using VRML. the programming environment of an expert system.
a strategy for searching the rule base in an expert system that begins with a hypothesis.
Forward chaining is a strategy for searching the rule base in an expert system that begins with a hypothesis. a method of organizing expert system knowledge into chunks. a strategy for searching the rule base in an expert system that begins with information entered by the user. the programming environment of an expert system. a programming algorithm used to create a virtual world using VRML.
a strategy for searching the rule base in an expert system that begins with information entered by the user.
An inference engine is a strategy used to search through the rule base in an expert system by forward chaining or backward chaining. a method of organizing expert system knowledge into chunks. a programming algorithm used to create a virtual world using VRML. a strategy for searching the rule base in case-based reasoning. the programming environment of an expert system.
a strategy used to search through the rule base in an expert system by forward chaining or backward chaining.
A MOOC is a virtual reality system. a collaboration tool. a type of online course. an intelligent technique. a type of knowledge work system.
a type of online course.
Which type of intelligent agent models the behavior of consumers, stock markets, and more, by seeing them as autonomous agents that follow relatively simple rules for interaction? agent-based modeling genetic algorithm augmented reality MOOC VRML
agent-based modeling
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.
analytical CRM
Analyzing customer buying patterns is an example of
analytical CRM.
The last step in the knowledge management value chain is disseminate. feedback. apply. store. acquire.
apply.
Analytical CRM applications
are based on data consolidated from operational CRM applications.
Investment workstations allow groups to work together on documents. are used by senior executives to plan the financial future of firms. provide engineers, designers, and factory managers with precise control over industrial design and manufacturing. provide an important source of expertise for organizations. are used in the financial sector to analyze trading situations and manage the investment process.
are used in the financial sector to analyze trading situations and manage the investment process.
Enterprise software is built around thousands of predefined business processes that reflect
best practices.
Which of the following is a type of intelligent technique? LMS VRML case-based reasoning digital asset management computer-aided design
case-based reasoning
In order to achieve maximum benefit from an enterprise software package, a business
changes the way it works to match the software's business processes.
The measurement of the number of customers who stop using or purchasing products or services from a company is called
churn rate.
Virtually all expert systems deal with problems of policy development. logic and control. classification. high complexity. imprecise rules.
classification.
Selling a customer with a checking account a home improvement loan is an example of
cross-selling
What is the first value-adding step in the knowledge business value chain? data and information acquisition apply acquire disseminate store
data and information acquisition
Which of the following techniques is used for knowledge discovery? case-based reasoning data mining transaction processing systems expert system fuzzy logic
data mining
The flow of events or transactions captured by an organization's system describes wisdom. data. information. experience. knowledge.
data.
A build-to-order supply-chain model is also called a ________ model.
demand-driven
Genetic algorithms are based on logic. seek to emulate a human expert's way of solving problems. represent knowledge as groups of characteristics. develop solutions to particular problems using fitness, crossover, and mutation. do not work for most problems.
develop solutions to particular problems using fitness, crossover, and mutation.
You are advising a multimedia company on the best type of knowledge management system to help them archive digital video and sound clips. Which of the following will suit their needs? enterprise content management system CAD system LMS digital asset management system VRML system
digital asset management system
Goods that are involved in the actual production process are referred to as
direct goods.
Which of the following systems digitizes, indexes, and tags documents according to a coherent framework? wikis document management CAD LMS KMS
document management
A company's organizations and processes for distributing and delivering products to the final customers is the
downstream portion of the supply chain.
Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.
e-business suites
Which of the following are the three major types of knowledge management systems? enterprise-wide knowledge management systems, knowledge work systems, and intelligent techniques enterprise systems, customer support systems, and supply chain management systems management information systems, decision support systems, and transaction processing systems database management systems, expert systems, and knowledge work systems KMS, LMS, and KWS
enterprise-wide knowledge management systems, knowledge work systems, and intelligent techniques
Which of the following would not be classified as a knowledge work system? investment workstations computer-aided design system 3D visualization system expert system virtual reality system
expert system
You are an automotive engineer working on an application that will automatically parallel park a car. The intelligent technique you may find most useful is artificial intelligence. case-based reasoning. fuzzy logic. a neural network. expert system.
fuzzy logic.
Your company wants to develop intelligent techniques to create a "smart" oven that can perfectly cook basic foodstuffs, such as roasts and bread, using sensors and minimal input from the user. The system would know the difference between rare, medium rare, medium, and well done roasts. The category of intelligent technique that would describe this system is expert system. neural network. fuzzy logic. case-based reasoning. genetic algorithm.
fuzzy logic.
Systems that integrate different types of techniques, such as genetic algorithms, fuzzy logic, neural networks, and expert systems, into a single application are called ________ systems. hybrid AI machine learning CAD enterprise learning differential intelligence
hybrid AI
Supply chain planning systems
identify the transportation mode to use for product delivery.
Marketing modules in CRM systems would provide tools for
identifying profitable and unprofitable customers.
Capabilities of supply chain execution systems would not include
identifying the optimal transportation mode.
From your reading of the chapter's opening case, NVIDIA implemented new information systems in order to achieve which of the following business objectives?
improved decision making
Which of the following is not one of the key challenges facing global supply chains?
increased costs
The business value of an effective supply chain management system includes all of the following except
increased inventory levels.
What type of intelligent technique helped Procter & Gamble determine the most efficient methods for their trucks to deliver goods? CBR genetic algorithms fuzzy logic intelligent agents neural networks
intelligent agents
Apple's Siri application is an example of intelligent agents. CBR. neural networks. machine learning. artificial intelligence.
intelligent agents.
Software programs that work without direct human intervention to carry out specific tasks for individual users, business processes, or software applications, are called business intelligence. genetic algorithms. intelligent techniques. intelligent agents. AI hybrid systems.
intelligent agents.
To automate routine tasks to help firms search for and filter information for use in electronic commerce and supply chain management a firm would most likely use genetic algorithms. virtual reality systems. fuzzy logic systems. CAD systems. intelligent agents.
intelligent agents.
Fuzzy logic is a type of data mining. business intelligence. neural network. case-based reasoning. intelligent technique.
intelligent technique.
Which of the following is an important capability for sales processes that is found in most major CRM software products?
lead management
Tools for the management, delivery, tracking, and assessment of various types of employee learning best describes a(n) investment workstation. organizational learning system. employee enrichment system. employee management system. learning management system.
learning management system.
Which of the following is not one of the main challenges in implementing enterprise applications?
loss of ownership of data
SFA modules in CRM systems would provide tools for
managing sales prospect and contact information.
The terms used in a fuzzy logic system to describe imprecise states or conditions are referred to as taxonomies. neural networks. inference engines. tags. membership functions.
membership functions.
A(n) ________ is a type of intelligent technique that finds patterns and relationships in massive data sets too large for a human to analyze. CAD expert system inference engine genetic algorithm neural network
neural network
Which of the following is not used to capture tacit knowledge? knowledge base expert system fuzzy logic neural network case-based reasoning
neural network
Most knowledge workers require specialized knowledge work systems, but they also rely on schools and universities. office systems. imaging systems. data transferring systems. external feeds.
office systems.
The set of business processes, culture, and behavior required to obtain value from investments in information systems is one type of organizational and management capital. organizational routine. knowledge culture. knowledge discovery. knowledge.
organizational and management capital.
Changing organizational behavior by sensing and responding to new experience and knowledge is called organizational learning. knowledge networking. the knowledge value chain. knowledge management. change management.
organizational learning.
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
planning; execution
Informal social networks of professionals and employees within and outside the firm who have similar work-related activities and interests are called communities of interest. knowledge. practice. expertise. professionals.
practice.
An extranet that links a large firm to its suppliers and other key business partners is called a(n)
private industrial network.
Virtual reality systems provide engineers, designers, and factory managers with precise control over industrial design and manufacturing. enable acquiring, storing, and disseminating knowledge documents in a virtual world. provide an important source of expertise for organizations. provide architects, engineers, and medical workers with precise, photorealistic simulations of objects. allow groups to work together on documents.
provide architects, engineers, and medical workers with precise, photorealistic simulations of objects.
CAD workstations provide engineers, designers, and factory managers with precise control over industrial design and manufacturing. provide an important source of expertise for organizations. allow groups to work together on documents. are high-end PCs used in the financial sector to analyze trading situations instantaneously and facilitate portfolio management. facilitate employee learning.
provide engineers, designers, and factory managers with precise control over industrial design and manufacturing.
A supply chain driven by actual customer orders or purchases follows a ________ model.
pull-based model
The bullwhip effect is countered by
reducing information uncertainty.
Which of the following would not be considered semistructured knowledge? voice-mail videos e-mail memos request for proposals
request for proposals
Which of the following is not one of the current main areas of growth in mobile e-commerce?
sales of financial services
Which of the following is not an example of next-generation enterprise applications?
solutions incorporating SCM
A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a
supply chain.
Expertise of organizational members that has not been formally documented best describes data. information. wisdom. tacit knowledge. experience.
tacit knowledge.
In content management, once a taxonomy is developed, documents must then be ________ with the proper classification. linked documented referenced tupled tagged
tagged
A(n) ________ is a scheme for classifying information and knowledge in such a way that it can be easily accessed. COP taxonomy KMS intelligent technique KWS
taxonomy
The quality of ubiquity, as it relates to e-commerce, is illustrated by
the availability of the Internet everywhere and anytime.
The model of human knowledge used by expert systems is referred to as CBR. the knowledge base. an inference engine. a neural network. AI.
the knowledge base.
Expert systems are expensive and time consuming to maintain because they rely on equipment that becomes outdated. only the person who created the system knows exactly how it works, and may not be available when changes are needed. their rule base is so complex. it is difficult to program at this level of complexity without introducing software bugs. their rules must be reprogrammed every time there is a change in the environment, which in turn may change the applicable rules.
their rules must be reprogrammed every time there is a change in the environment, which in turn may change the applicable rules.
Enterprise systems require fundamental changes in the way the business operates.
true
Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
true
Which of the following is not a potential "switching cost"?
upgrading software
Expert systems are used for knowledge discovery. share characteristics with mainframe computing. work in very limited domains. are based on DO WHILE rules. solve problems too difficult for human experts.
work in very limited domains.
