MIS Test 2: CH 7-9

________ are systems that are shared by two or more independent organizations. A.Enterprise information systems B.Workgroup information systems C.Personal information systems D.Inter-enterprise information systems

D.Inter-enterprise information systems

________ is used to measure the impact of a set of variables on another variable during data mining. A.Cloud computing B.Context indexing C.Cluster analysis D.Regression analysis

D.Regression analysis

________ is the process of sorting, grouping, summing, filtering, and formatting structured data. A.Publish results B.Cloud computing C.Push publishing D.Reporting analysis

D.Reporting analysis

Which of the following statements is TRUE of social media (SM) providers? A.They generally charge users a license fee to use their applications. B.They do not support custom software for long durations as it is expensive. C.They sponsor content on SM sites. D.They use elastic, cloud-based servers to host SM presence.

D.They use elastic, cloud-based servers to host SM presence.

Social media (SM) ________ are formed based on mutual interests and transcend familial, geographic, and organizational boundaries. A.outlets B.dashboards C.collaborators D.communities

D.communities

A ________ is a facility for managing an organization's business intelligence data. A.data table B.datasheet C.dataspace D.data warehouse

D.data warehouse

Your contact manager on your mobile phone is an example of a(n) ________. A.workgroup information system B.departmental information system C.functional information system D.personal information system

D.personal information system

Information systems within silos

Departments: Sales and Marketing -Lead generation -lead tracking -customer management -sales forecasting -product and brand management Operations -order entry -order management -finished-goods inventory and management Manufacturing -Inventory (raw materials, goods in process) -planning -scheduling -operations Customer Service -order tracking -account tracking -customer support Human Resources -recruiting -compensation -assessment -HR planning Accounting -general ledger -financial reporting -cost accounting -accounts receivable -accounts payable -cash management -budgeting -treasury management

•Workgroup Information Systems -

Facilitates the activities of a group of people

Content data is data about relationships. T or F?

False

External data purchased from outside resources are not included in data warehouses. T or F?

False

Functional information systems are information systems used by a single individual. T or F?

False

Inter-enterprise information systems are information systems that are shared by two or more independent departments within an organization. T or F?

False

Knowledge workers always have data pushed to them to make decisions. T or F?

False

Most organizations today create their own enterprise systems from scratch. T or F?

False

Operations use social media to improve communication channels with their customers, but not within an organization. T or F?

False

Personal information systems generally support around 10 users. T or F?

False

Project management is one of the few domains in which business intelligence is rarely used. T or F?

False

Regression analysis is used to identify groups of entities that have similar characteristics T or F?

False

Social media communities are the companies that operate social media (SM) sites. T or F?

False

Social media is widely used in business-to-business relationships and not in business-to-customer relationships. T or F?

False

Social media users include only individuals and not organizations that use social media sites. T or F?

False

The skills required to create a publishing application for dynamic content are low. T or F?

False

Value chains determine unstructured business processes. T or F?

False

What was the purpose of traditional customer relationship management (CRM)?

In the past, organizations controlled their relationships with customers using structured processes and related information systems. In fact, the primary purpose of traditional CRM was to manage customer touches. Traditional CRM ensured that an organization spoke to customers with one voice and that it controlled the messages, the offers, and even the support that customers received based on the value of each particular customer.

Enterprise Application Integration (EAI) Architecture

-CRM sends request to manufacturing system via EAI server -EAI Metadata feeds the EAI server -EAI server contributes in interfaces to CRM, Manufacturing system, accounting systems, human resources system

What are inherent processes?

-Predesigned procedures for using software products. -Based on "industry best practices." •Enterprise resource planning (ERP) •Customer relationship management (CRM) •Enterprise application integration (EAI)

CRM Database Applications

-sales applications -relationship management -customer support -solicitation and lead management

ERP applications

-sales applications -relationship management -customer support -accounting -manufacturing -inventory -human resources -solicitation and lead management

Which of the following statements is TRUE of data with granularity? A.It can be too fine or too coarse and also have wrong granularity. B.It is not possible to have a wrong granularity for a data. C.If granularity is too coarse, data can be made finer by summing and combining. D.If granularity is too coarse, data can be separated into constituent parts using regression.

A.It can be too fine or too coarse and also have wrong granularity.

________ allow sales to scale to levels not possible in the past because of the many simultaneous connections. A.Social media information system B.Influencer individuals C.Video production D.The Internet

A.Social media information system

Users in a data mart obtain data that pertain to a particular business function from a ________. A.data warehouse B.data room C.datasheet D.data center

A, data warehouse

Enterprise resource planning (ERP) was originally used in the ________ domain. A.customer support B.accounting C.human resources D.manufacturing

B. manufacturing

Which of the following statements is TRUE of unsupervised data mining? A.Data miners develop models prior to performing an analysis. B.Analysts create hypotheses only after performing an analysis. C.Regression analysis is the most commonly used unsupervised data mining technique. D.Analysts apply unsupervised data mining techniques to estimate the parameters of a developed model.

B.Analysts create hypotheses only after performing an analysis.

________ is data about relationships. A.Content data B.Connection data C.Capital data D.Communication data

B.Connection data

________ is the application of statistical techniques to find patterns and relationships among data for classification and prediction. A.Data decryption B.Data mining C.Data warehousing D.Data encryption

B.Data mining

Which of the following is a fundamental category of business intelligence (BI) analysis? A.pull publishing B.push publishing C.reporting D.data acquisition

C. reporting

If you enjoy social media and desire an executive position, which position would be right for you? A.Chief Social Media Strategist B.Chief Operating Officer C.Chief Digital Officer D.Chief Financial Officer

C.Chief Digital Officer

________ are user requests for particular business intelligence results on a particular schedule or in response to particular events. A.Third-party cookies B.Static reports C.Subscriptions D.Dynamic reports

C.Subscriptions

In the context of the five components of social media information systems (SMIS), which of the following statements is TRUE of social media (SM) providers? A.They usually process SM sites using desktops, laptops, and smartphones. B.They are informal, evolving, and socially oriented. C.They store and retrieve SM data on behalf of users. D.They employ browsers and native mobile applications to store and retrieve connection data.

C.They store and retrieve SM data on behalf of users.

A ________ is a data collection, smaller than the data warehouse that addresses the needs of a particular department or functional area of a business. A.datasheet B.dataspace C.data mart D.data room

C.data mart

A(n) ________ social networking service like Yammer can be used to provide managers with real-time feedback about how to resolve internal operational inefficiencies. A.media sharing B.polling C.enterprise D.microblogging

C.enterprise

Which of the following problems is particularly common for data that have been gathered over time? A.wrong granularity B.lack of integration C.lack of consistency D.missing values

C.lack of consistency

Value chains determine ________. A.social media's requirements B.unstructured business processes C.structured business processes D.social media's flow

C.structured business processes

A data warehouse is a facility for managing an organization's business intelligence data. T or F?

True

Connection data differentiates social media information systems (SMIS) from Web site applications. T or F?

True

Depending on how an organization wants to use social media, it can be a user, a provider, or both. T or F?

True

Enterprise application integration (EAI) connects system "islands" via a new layer of software. T or F?

True

Enterprise information systems have procedures that are formalized and extensively documented.

True

Every contact and transaction with a customer is recorded in the CRM database. T or F?

True

In general it is better to have too fine a granularity than too coarse. T or F?

True

Inherent processes save organizations from expensive and time-consuming business process reengineering. T or F?

True

Organizations use social media sites to hire the best people quickly and at a lower cost. T or F?

True

Placing business intelligence (BI) applications on operational servers can dramatically reduce system performance. T or F?

True

SAP offers industry-specific packages that customize its product for particular uses. T or F?

True

Structured data is data in the form of rows and columns. T or F?

True

The first step that any organization should take to manage the risk of employee communication is to develop and publicize a social media policy. T or F?

True

The patterns, relationships, and trends identified by BI systems are called business intelligence. T or F?

True

The second phase of the customer life cycle is customer acquisition. T or F?

True

When an organization has inconsistent duplicated data, it is said to have a data integrity problem. T or F?

True

Personal Information Systems

Used by an individual

What are the steps of the customer life cycle?

1. Marketing -attract -target customers -solicitation process 2. Customer Acquisition -sell product/service -prospect -lead tracking process 3. Relationship management -support and resell -made a customer, can sell more -relationship management processes 4. Loss/Churn -Categorize into low-value customers and high-value customers - win back high-value customers -relationship management process -restarts the process

Creating and managing content is part of the ________ component from the five components of SMIS. A.procedures B.people C.software D.data

A. procedures

________ refers to the level of detail represented by data. A.Granularity B.Abstraction C.Aggregation D.Dimensionality

A.Granularity

Which of the following statements is TRUE of workgroup information systems? A.Workgroup information systems that support a particular department are sometimes called departmental information systems. B.Workgroup information systems that support a particular business function are called personal information systems. C.The users of workgroup information systems are defined by levels of security authorization. D.Workgroup information systems that support a particular department are called enterprise information systems.

A.Workgroup information systems that support a particular department are sometimes called departmental information systems.

Personal information systems are most likely to be used by ________. A.drug salespersons B.physician partnerships C.hospitals D.PRIDE systems

A.drug salespersons

Which of the following statements is TRUE of enterprise resource planning (ERP)? A.The two major components of ERP systems are manufacturing applications and inventory applications. B.ERP systems are used to forecast sales and to create manufacturing plans and schedules to meet those forecasts. C.ERP is a suite of software applications that integrates existing systems by providing layers of software that connect applications together. D.ERP is also referred to as enterprise application integration (EAI) due to its highly efficient integration properties.

B.ERP systems are used to forecast sales and to create manufacturing plans and schedules to meet those forecasts.

All of the ways below are examples of how BI is used for entertainment EXCEPT ________. A.Netflix decided to buy House of Cards based on customer's viewing patterns B.HBO decided to create Game of Thrones because the book was well written C.Amazon has begun producing its own TV shows D.Spotfiy uses customer data to determine where customers are listening to a particular band's song

B.HBO decided to create Game of Thrones because the book was well written

________ is a person's belief that he or she can be successful at his or her job. A.Extroversion B.Self-efficacy C.Self-actualization D.Conscientiousness

B.Self-efficacy

________ is a major issue faced by companies when implementing enterprise systems. A.The lack of a centralized database where important data such as metadata can be stored B.The gap between the requirements of an organization and the capabilities of an application C.The failure of applications to communicate and share data with each other D.The failure to incorporate accounting and human resource applications

B.The gap between the requirements of an organization and the capabilities of an application

Which of the following is a problem posed by information silos? A.A lot of file space is wasted. B.There is a lack of integrated enterprise information. C.The interdependence between various information systems applications increases. D.Data cannot be duplicated.

B.There is a lack of integrated enterprise information.

A person gains social capital by ________. A.adding only work-related friends B.adding more friends C.removing unknown friends D.removing people who have less social capital

B.adding more friends

Enterprise resource planning (ERP) helps in ________. A.managing all the interactions with customers B.consolidating business operations into a single, consistent computing platform C.providing layers of software that connect applications together D.connecting several enterprises within the same industry

B.consolidating business operations into a single, consistent computing platform

Big Data has ________ meaning that it is generated rapidly. A.web servers B.high velocity C.volume D.fast processing times

B.high velocity

Inherent processes are ________. A.time-consuming business processes that involve substantial investment B.predesigned procedures for using software products C.business process reengineering techniques with low success rates D.the set of procedures that help companies implement business process reengineering

B.predesigned procedures for using software products

The expenses and risks associated with the implementation or upgrading of enterprise systems arise from the ________. A.need for encrypting a company's data before an enterprise system can use the data B.resistance from a company's employees to changes in existing systems C.lack of resources within a company to handle the implementation of the system D.lack of variety in the enterprise systems currently being sold in the market

B.resistance from a company's employees to changes in existing systems

________ is an open source program supported by the Apache Foundation that manages thousands of computers and that implements MapReduce. A.Linux B.Apache Wave C.Hadoop D.BigData

C. Hadoop

One way to measure the success of your social networking efforts is through an online service such as ________. A.influencer B.social capital C.Klout D.Facebook

C. Klout

•Inter-enterprise Information Systems -

Shared by two or more independent organizations

•Enterprise Information Systems -

Span an organization and support activities of people in multiple departments

________ is the classic example of an inter-enterprise information system. A.A personal contact management system B.Users in one hospital C.Supply chain management D.Information shared between departments in the same organization

Supply chain management

•Functional Information Systems -

Support a particular business function

Department Information Systems

Supports a particular department

Conversion rate measures the frequency that someone who clicks on an ad makes a purchase, "likes" a site, or takes some other action desired by an advertiser. T or F?

true

In social customer relationship management, since the relationships between organizations and customers emerge from joint activity, customers have as much control as companies. T or F?

true

In the context of customer relationship management (CRM), a vendor might lose control of the customer relationship. T or F?

true

The contact manager in an email account is an example of a personal information system. T or F?

true

What does data integrity mean and what is the

•A business needs an IS solution that will allow for data, and information, to be shared, between the silos of a business in order for decisions to be made quickly, and efficiently •Data integrity is essential! •Meaning the data cannot be changed, or adjusted, in any way •Data cannot be •Isolated - separated from everything else in order to hide an error/mistake •"Massaged" - adjusted to what the people who collect, or who review the data when it comes in, determine what it "should be" and not what it is •Data that falls into those categories, above, is called disjointed •See examples of these on the next slide •What do these different areas of business do? And how will the correct information system help in processing the data collected?

Requirement Gaps

•Always gaps between requirements and capabilities of specific functions, features and inherent procedures of licensed application •First challenge - identifying gaps •Must know what is needed and what new product does •Features and functions of complex products like CRM or ERP not easy to identify •Second challenge - deciding what to do with identified gaps •This can require customization of the information system, which can be more expensive and take more time

What is an ERP?

•An ERP is a single, organizational wide, information system •Incorporates all the various silos together, so as to share and disseminate information between the silos •In order for a business to implement an ERP, Business Process Reengineering (BPR) must take place

What is BPR - Business Process Reengineering?

•BPR - the activity of altering existing, and designing, new business processes. This allows the organization to take advantage of the new ERP •Can be difficult, slow, and exceedingly expensive •Must go through a process called the Systems Development Life Cycle (SDLC) •This process can take months, or years, for full implementation to take place

Transition Problems

•Change from isolated departmental systems to new enterprise system, while doing business •Careful planning and substantial training required •Going to allow the people that helped in the transition, from within the organization, to become a more integrated part of the information system department •Senior management must explain need for change to employees and stand behind new system as kinks worked out •A new information system is only as good as the manager who fully supports it •Management MUST believe, and be behind, the new changes. This also means the management "should" learn as much about the new system as possible

What Are the Challenges of Implementing and Upgrading Enterprise Information Systems?

•Collaborative management •Requirements gaps •Transition problems •Employee resistance

Enterprise Application Integration (EAI)

•Connects system "islands" •Enables communicating and sharing data •Provides integrated information •Provides integrated layer over the top of existing systems while leaving functional applications "as is" Enables a gradual move to ERP

When purchasing an information system, size does matter

•Information systems (IS) are based on what is known as Scope. Meaning, how big is the organization that'll be using this system? •Main questions/problems with purchasing a new information system are: •How large of an organization will be accessing it? •How many people work in the organization that's going to be purchasing this new system? •From where will the employees be accessing the IS? •Will they all come to a central location or will they access it mobile? •Will suppliers or customers have access into certain parts of this system? •This is important for security reasons. You don't want customers being able to probe around a supplier's site, only to realize they can purchase cheaper from the supplier, and thereby, not give you the business. Likewise, you don't want your supplier looking at your customer list, and they sell directly to the customer, cutting you out of the equation

Collaborative management

•No single manager to resolve disputes •Need committees and steering groups to provide enterprise process management •Slow and expensive •These take a while because "everybody's idea matters" and nobody wants to disrupt, or hurt, anyone's feelings

Employee resistance

•People resist change because change requires effort and engenders fear •Senior-level management must communicate need for change throughout transition process •Employees fear change because it threatens their self-efficacies •A person's belief that he or she can be successful at his or her job •To enhance confidence, employees need to be trained and coached on successful use of new system. •Word-of-mouth a very powerful factor •Key users trained first to create positive buzz about new system •Video demonstrations of employees successfully using new system effective •Employees given extra inducement to change to new system •"Nothing succeeds like praise or cash, especially cash"

What is social media?

•Social Media •The use of IT to support the sharing of content among networks of users •Enables people to form communities of practice •Social media information system (SMIS) •Supports sharing of content among networks of users

Customer relationship Management (CRM)

•Suite of applications, a database, and set of inherent processes •Manage all interactions with customer through four phases of customer life cycle: -Marketing, customer acquisition, relationship management, loss/churn •Intended to support customer-centric organization •Typically implemented in heavy sales and lots of face-to-face with customers •Keeps track of all communications, transactions, returns, compliments, and complaints for each customer •Allows an organization to know, precisely, where a customer was/is/should be within their life cycle of the business

Problems with Information Systems within Silos

•What are the problems of each silo having their own information system? •Data is easily duplicated •Data inconsistency; what might be entered one way may be entered as another •Data isolated; employees from other silos cannot access vital information to help them make a decision •Inefficiency: decisions made in isolation •Business processes disjointed; if you can't access the data, you can't make the correct decision •Lack of integrated enterprise information •Increased cost for the organization •You have more systems you need to manage, that means either more local hardware/software, or increased cloud, costs.