MIS Exam 3

collaborative CRM system

A CRM system in which communications between the organization and its customers are integrated across all aspects of marketing, sales, and customer support processes.

dashboard

A business analytics presentation tool that provides rapid access to timely information and direct access to management reports.

push model

A business model in which the production process begins with a forecast, which predicts the products that customers will want as well as the quantity of each product. The company then produces the amount of products in the forecast, typically by using mass production, and sells, or "pushes," those products to consumers.

geographic information system (GIS)

A computer-based system for capturing, integrating, manipulating, and displaying data using digitized maps.

production process

A cross-functional business process in which a company produces physical goods.

procurement process

A cross-functional business process that originates when a company needs to acquire goods or services from external sources, and it concludes when the company receives and pays for them.

order fulfillment process

A cross-functional business process that originates when the company receives a customer order, and it concludes when it receives a payment from the customer.

customer relationship management (CRM)

A customer-focused and customer-driven organizational strategy that concentrates on addressing customers' requirements for products and services, and then providing high-quality, responsive service.

platform-as-a-service (PaaS)

A model in which customers rent servers, operating systems, storage, a database, software development technologies such as Java and .NET, and network capacity over the Internet

on-premise computing

A model of IT management in which companies own their IT infrastructure (their software, hardware, networks, and data management) and maintain it in their data centers.

hypertext markup language (HTML)

A page-description language for specifying how text, graphics, video, and sound are placed on a Web page document.

HTML5

A page-description language that makes it possible to embed images, audio, and video directly into a document without add-ons. Also makes it easier for Web pages to function across different display devices, including mobile devices as well as desktops. Supports the storage of data offline.

enterprise application integration (EAI) system

A system that integrates existing systems providing layers of software that connect applications

server virtualization

A technology that uses software-based partitions to create multiple virtual servers (called virtual machines) on a single physical server.

predictive analytics

A type of business analytics that examines recent and historical data in order to detect patterns and predict future outcomes and trends.

prescriptive analytics

A type of business analytics that recommends one or more courses of action and shows the likely outcome of each decision.

descriptive analytics

A type of business analytics that summarize what has happened in the past and allow decision makers to learn from past behaviors.

message length

EDI decreases _________.

FAIS

Each department or functional area within an organization has its own collection of application programs or _________.

Private clouds (also known as internal clouds or corporate clouds)

IT infrastructures that are accessible only by single entity or by an exclusive group of related entities that share the same purpose and requirements, such as all the business units within a single organization

SaaS

If you want to implement an ERP system but cannot afford to make large investments in IT, ________ ERP is a good solution.

Transaction Processing System (TPS)

Information system that supports the monitoring, collection, storage, and processing of data from the organization's basic business transactions, each of which generates data.

extranets

Networks that link business partners over the Internet by providing them access to certain areas of each other's corporate intranets.

front; directly interact with customers

Operational CRM systems support _________-office business processes or processes that _________.

public clouds

Shared, easily accessible, multicustomer IT infrastructures that are available nonexclusively to any entity in the general public (individuals, groups, and/or organizations).

supply chain visibility

The ability of all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes.

operational CRM system

The component of CRM that supports the front-office business processes that directly interact with customers (i.e., sales, marketing, and service).

salesforce automation (SFA)

The component of an operational CRM systems that automatically records all the aspects in a sales transaction process

business analytics (BA)

The process of developing actionable decisions or recommendations for actions based on insights generated from historical data.

social CRM

The use of social media technology and services to enable organizations to engage their customers in a collborative conversation in order to provide mutually beneficial value in a trusted and transparent manner

batch processing

Transaction processing system (TPS) that processes data in batches at fixed periodic intervals.

CRM

Which of the following does NOT help with managing supply chain information?

Material

________ flows are the physical products, raw materials, supplies, and so forth that flow along the chain.

Information

________ flows consist of data related to demand, shipments, orders, returns, and schedules, as well as changes in any of these data.

Vertical integration

________ is a business strategy in which a company purchases its upstream suppliers to ensure that its essential supplies are available as soon as the company needs them.

SaaS

________ is a cloud-based ERP system.

Business Intelligence

________ is an extended ERP module.

E-business

________ is an extended ERP module.

ERP II

________ systems are interorganizational ERP systems that provide web-enabled links among a company's key business systems and its customers, suppliers, distributors, and other relevant parties.

EDI

_________ is a communication standard that enables business partners to exchange routine documents electronically.

electronic data interchange (EDI)

a communication standard that enables the electronic transfer of routine documents between business partners

extensible markup language (XML)

a computer language that makes it easier to exchange data among a variety of applications and to validate and interpret these data

software-as-a-service (SaaS)

a delivery model in which cloud computing vendors provide software that is specific to their customers' requirements

infrastructure-as-a-service (Iaas)

a model with which cloud computing providers offer remotely accessible servers, networks, and storage capacity

management

a process by which organizational goals are achieved through the use of resources

online analytical processing (OLAP) (or multidimensional data analysis)

a set of capabilities for "slicing and dicing" data using dimensions and measures associated with the data

utility computing

a technology whereby a service provider makes computing resources and infrastructure management available to a customer as needed

service oriented architecture

an IT architecture that makes it possible to construct business applications using web services

Supply Chain Management (SCM)

an activity in which the leadership of an organization provides extensive oversight for the partnerships and processes that compose the supply chain and leverages these relationships to provide an operational advantage

computer-integrated manufacturing (CIM)

an information system that integrates various automated factory systems; also called digital manufacturing

interorganizational information system (IOS)

an information system that supports information flow among two or more organizations

mobile CRM system

an interactive CRM system where communications related to sales, marketing, and customer service activities are conducted through a mobile medium for the purpose of building and maintaining customer relationships between an organization and its customers

Vendor Management Inventory (VMI)

an inventory strategy where the supplier monitors a vendor's inventory for a product or group of products and replenishes products when needed

just-in-time (JIT)

an inventory system in which a supplier delivers the precise number of parts to be assembled into a finished product at precisely the right time

transaction

any business event that generates data worth capturing and storing in a database

customer touch point

any interaction between a customer and an organization

customer-touching CRM applications (e-CRM)

applications and technologies with which customers interact and typically help themselves

hybrid clouds

clouds composed of public and private clouds that remain unique entities but are bound together, offering the benefits of multiple deployment models

procurement portals

corporate portals that automate the business processes involved in purchasing or procuring products between a single buyer and multiple suppliers

distribution portals

corporate portals that automate the business processes involved in selling or distributing products from a single supplier to multiple buyers

ad hoc (on-demand) reports

nonroutine reports that often contain special information that is not included in routine reports

comparative reports

reports that compare performances of different business units or times

exception reports

reports that include only information that exceeds certain threshold standards

drill-down reports

reports that show a greater level of detail than is included in routine reports

key indicator reports

reports that summarize the performance of critical activities

vertical integration

strategy of integrating the upstream part of the supply chain with the internal part, typically by purchasing upstream suppliers, so as to ensure timely availability of supplies

supply chain

the coordinated movement of resources from organizations through conversion to the end consumer

data mining

the process of searching for valuable business information in a large database, data warehouse, or data mart

productivity

the ratio between the inputs to a process and the outputs from that process

customer interaction center (CIC)

A CRM operation in which organizational representatives use multiple communication channels to interact with customers in functions such as inbound teleservice and outbound telesales.

real-time CRM system

A CRM system enabling organizations to respond to customer product searches, requests, complaints, comments, ratings, reviews, and recommendations in near real time, 24/7/365.

web services

Applications delivered over the Internet that IT developers can select and combine through almost any device, from personal computers to mobile phones.

customer-facing CRM applications

Areas in which customers directly interact with the organization, including customer service and support, salesforce automation, marketing, and campaign management

decision support systems (DSSs)

Business intelligence systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.

open-source CRM system

CRM software whose source code is available to developers and users

analytical CRM system

CRM system that analyzes customer behavior and perceptions in order to provide actionable business intelligence

deliver

In the ________ component of SCM, organizations coordinate the receipt of customer orders, develop a network of warehouses, select carriers to transport their products to their customers, and create an invoicing system to receive payments.

source

In the ________ component of SCM, supply chain managers develop processes for managing their goods and services inventory.

Enterprise Resource Planning (ERP) systems

Information systems that take a business process view of the overall organization to integrate the planning, management, and use of all of an organization's resources, employing a common software platform and database.

OLTP

Most organizations design TPS to process transactions as soon as they occur. This is called _________.

functional area information systems (FAIS)

Systems that provide information to managers (usually mid-level) in the functional areas, in order to support managerial tasks of planning, organizing, and controlling operations.

front office processes

Those processes that directly interact with customers; that is, sales, marketing, and service.

online transaction processing (OLTP)

Transaction processing system (TPS) that processes data after transactions occur, frequently in real time.

custom

With the ________ approach to on-premise ERP implementation, a company develops new ERP functions designed specifically for that firm.

Goal-Seeking

_____ analysis attempts to calculate the value of the inputs necessary to achieve a desired level of output.

Exception Reporting

_______ is a capability of dashboards that highlights deviations larger than certain thresholds.

Descriptive

__________ analytics answers the question "what has happened".

on-demand CRM system

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

business intelligence (BI)

a broad category of applications, technologies, and processes for gathering, storing, accessing, and analyzing data to help business users make more informed decisions

pull model

a business model in which the production process begins with a customer order and companies make only what customers want, a process closely aligned with mass customization

cross-departmental process

a business process that originates in one department and ends in another department, and/or originates and ends in the same department while involving other departments

decision

a choice that individuals and groups make among two or more alternatives

cloud computing

a technology in which tasks are performed by computers physically removed from the user and accessed over a network, in particular the Internet

grid computing

a technology that applies the unused processing resources of many geographically dispersed computers in a network to form a virtual supercomputer

bullwhip effect

erratic shifts in orders up and down the supply chain

chatbots

interactive software programs that can have simple conversations with customers or other bots

ERP II systems

interorganizational ERP systems that provide web-enabled links between a company's key business systems (such as inventory and production) and its customers, suppliers, distributors, and others

server farms

massive data centers, which may contain hundreds of thousands of networked computer servers

loyalty program

programs that offer rewards to customers to influence future behavior

routine reports

reports produced at scheduled intervals