Final Exam MIS 180 Chapter 2

You go to a florist but they dont have what you want, but they ordered them and had them deliver them to you at your home. What kind of relationship does this represent?

An information partnership.

What is an enterprise resource planning (ERP) system?

An integrated software system for every functional area within an organization.

Which systems are typically used to fulfill and support customer orders?

Back office systems

What of the following is not the primary focus of customer relationship management?

Bottom-line initiative (reducing operating costs)

If every technology officer working for your organization reported to you, your title would be what?

CIO (Chief information officer)

What is the title for the person responsible for overseeing every aspect of an organizations information resource?

CIO (chief information officer)

If one of your responsibilities within an organization was to determine who has access to employees socical security ID, your title would be what?

CPO (chief privacy officer)

What is the title for the person responsible for ensuring that information is used in an ethical way and that only the right people have access to certain type of information?

CPO (chief privacy officer)

Which of the following systems primarily concentrates on the customer?

CRM

What is the title for the person responsible for the technical aspects of ensuring the security of information such as the development and use of firewalls, intranets, and anti-virus software?

CSO (Chief security officer)

What is the title for the person responsible for overseeing both the underlying IT infrastructure within an organization and the user-facing technologies?

CTO (chief technology officer)

Which type of system improves the performance of teams by supporting the sharing and flow of information?

Collaborative

What within an IT organization determines the philosophical approach to IT development, deployment, and usage?

Culture

Which of the following systems uses information about customers to gain insights into their needs, wants, and behaviors in order to serve them better?

Customer relationship management (CRM)

Which of the following systems can be used to gain insights into the needs, wants, and behaviors or customers?

Customer relationship management systems (CRM)

Which of the following is not a required of an ERP system?

Decentralized database systems

In contemporary business, success depends on minimizing what in attempt to reduce the costs of producing and selling products or services?

Distribution chain

Which type of information system manages a document through all the stages of its processing?

Document management system

What type of technology is needed to support integrated collaborative work environments, knowledge management, social networking, e-learning, and open source collaboration?

E-Collaboration

Which type of software dominates the supply chain management (SCM) environment?

Enterprise resource planning

If you needed direct access to stored information from another functional area within your organization, what type of system would you need?

Enterprise resource planning system (ERP)

What is open-source information?

Evolving information or information that can be edited be the community that uses it

What is the difference between front and back office systems?

Front office systems process information in the beginning of a customers transaction; back office systems process information at the end of the customers transaction.

Which systems are typically used to support customers or sales?

Front office systems.

Optimizing what ensures that the right quantity of part arrive at the right time for production or sale?

Fulfillment

What IT structure develops from decentralized IT functional units; these units support an individual department or functional area?

Fully-integrated

What is a distribution chain?

The path a product or service follows from the originator of it to the consumer

What is a fundamental goal of CRM systems?

To manage and track customer interactions

One function in CRM is the sales force automation (SFA) system. What is its purpose?

To track all the steps in the sales process.

What type of IT structure develops from a centralized IT department; one that serves the whole organization and not just a piece of it?

Top-Down Silo

What IT structure develops from a strong "command and control" management approach.

Top-down silo

The structure of IT develops from the culture within that organization and can develop into what type of approach?

Top-down silo, matrix, or fully-integrated

In relation to SCM, what is an information partnership?

Two or more companies cooperating by integrating their IT systems.

If you were working on a project with a team whose membership was spread out over the the US, Europe, and Asia, you woudl probably be working on what kind of team?

Virtual

What term is used to describe teams whose members are located in varied geographical locations and whose work in supported by specialized ICE software?

Virtual Team

Which of the following results from a well-designed supply chain management system?

Well-designed SCM systems can enhance any of thee stated activities

Which of the following terms is used to define all the steps or business rules, from beginning to end, required for a business process?

Workflow

Which type of system facilitates the automation and management of business process?

Workflow

Which term describes an approach that produces or delivers a product or service just at the time the customer wants it?

Just-in-time

If you were to purchase a car before it was manufactured and the assembly of that car was dictated by your requirements, what manufacturing process is this?

Just-in-time manufacturing

Which of the following is a method for producing or delivering a product or service just at the time the customer wants it

Just-in-time manufacturing

The objective of what system is to ensure that the knowledge contained within the minds of the emplyoees is available to that organization?

Knowledge management

Which type of system supports the capturing, organizing, and dissemination of knowledge throughout the organization?

Knowledge management (KM) system

Which of the following is an IT system that supports the capturing, organization, and dissemination of knowledge.

Knowledge management system

Optimizing what keeps the cost of transporting materials as low as possible?

Logistics

What is the advantage of being a late adopter of technology (wait-and-see organization)?

Minimizing wasted spending and loss of productivity

Which term describes a business approach to offering multiple ways in which customers interact with it?

Multi-channel service delivery

Is CRM software?

No, it is total business objective consisting of hardware, software, processes, and goals

What is smack shopping according to Mark McGuire?

Online collaborative shopping by groups of customers

What is the primary focus of supply chain management (SCM)?

Overall cost leadership and bottom-line initiative

What is the difference between SCM and CRM?

SCM manages product information; CRM manages customer information.

Which of the following systems can perform sales lead tracking, contact management, and market analysis?

Sales force automation systems (SFA)

According to the authors, which information technology will change the face of business with respect to finding and making new contacts and facilitating learning?

Social networking and e-learning

If you were to create, read, or respond to a blog on Facebook, you would be working with which of the following aplications?

Social networking site is a virtual place to socialize; a social networking system is the tools that link you to people

Which of the following activities tracks inventory and information among business processes and across companies?

Supply chain management (SCM)

Do businesses use social networking systems?

Yes, to connect to influential people from outside your immediate environment or organization

If you rewarded employees for trying new technologies even if they prove to be unsuccessful, what would you be encouraging?

Technology innovative failure

IT supports CRM with front and back office systems. Which statement describes a front office system?

The computer interfaces that collect customers information and sends it to the information system

What is a Wiki?

A Web site that allows you to create, change, or eliminate content

What is a legacy information system (LIS)?

A massive, outdated information system

What is the difference between a social networking site and a social networking system?

A social networking site is a virtual place to socialize; a social networking system is the tools that link you to people

Customer relationship management (CRM) systems include which of the following functions?

All of the above

What is an e-learning tool?

IT-enabled systems that facilitate learning

What is an advantage of being an early adopter of technology?

Increasing the competitive advantage of the organzation

Which type of online environment supports virtual teams and the online activities they complete?

Integrated collaboration environment (ICEs)

Which type of transportation uses multiple channels to transport products from the manufactoring location to the customer destination?

Inter-modal

The complexity of SCM is supported by technology. Which intricate SCM activity needs strong monitoring by SCM systems?

Inter-modal transportation