Exam 2 Quiz Question

Which of the measurable outcomes of the balanced scorecard framework focuses on organizational culture?

*learning and growth* internal business processes financial customers

Quantifiable values that validate how effectively an organization is accomplishing significant business objectives are called key

*performance indicators (KPIs).* product inventories (KPIs). progress indexes (KPIs). partnership interactions (KPIs).

Online marketplaces where one consumer sells to another consumer are called

consumer-to-business (C2B). *consumer-to-consumer (C2C).* consumer-to-administration (C2A). seller-to-consumer (S2C).

What presentation tool can serve as a building block to more sophisticated program management tools?

data analysis *flowchart* PowerPoint PERT

Which step in securing customer data ensures proper management of firewalls and routers?

data cleansing software updates proper CRM administration *server security*

What is the second step in the decision-making process created by Herbert Simpson?

intelligence choice implementation *design*

When making an ethical analysis, you should get all the pertinent facts and then

make a decision. *determine the affected.* search for precedents. list options.

Many project managers create a flowchart before creating a

scope of work. budget. *Gantt chart.* PERT.

Which EIS category would be responsible for tracking travel expenses incurred by regional sales representatives?

supply chain management operations management human resource management *financial management*

To remain relevant in today's e-commerce landscape, many businesses use progressive ________ applications to undertake m-commerce.

wireless Internet Mobile *Web*

In what ways do Enterprise Resource Planning (ERP) systems help organizations improve operational efficiency? More than one answer may be correct.

*provide a centralized database* *provide access to data* *offer customization* demand low start-up fees

The PMBOK identifies six risk assessment processes, including risk management planning, risk identification, and qualitative risk analysis. Which of the following processes complete this list?

*quantitative risk analysis* *risk response planning* *risk monitoring and control* *risk elimination*

What is earned value management (EVM) used to track? More than one answer may be selected.

*scope* *costs* *project effectiveness* *time*

Share of wallet is also known as share of

market. wealth. income. *customer.*

Which shape in a common flowchart represents a process or step?

diamond *rectangle* oval arrow

What type of decision-making software can identify issues and find and implement solutions at transactional speed?

expression *high-velocity* momentum executive-speed

A network chart that displays all the paths to project completion is known as a

flow chart. bracket configuration. *program evaluation and review technique chart.* Punnett square.

How do Internet-connected, point-of-sale (POS) terminals save time for retailers and other businesses? More than one answer may be correct.

*The availability of credit or funds is electronically verified.* *The transaction information is automatically recorded.* The customer's identity is electronically checked against past records. The receipt information is electronically mailed to the customer.

Lean techniques support which of the following practices? More than one answer may be correct.

*creating relationships with suppliers to smooth supply lines* *minimizing excess inventory and waste* *developing new products over upgrades* *promoting innovation over product differentiation*

Executive information system (EIS) software is a version of

*decision support system (DSS) software.* supply chain management (SCM) software. human resources management (HRM) software. manufacturing operations management (MOM) software.

What are the two major types of patents?

*utility* *design* expert pending

It is especially important for startup companies to create and follow a well-designed e-commerce strategy. Which of the following is the first phase in a well-designed strategy?

*web planning* web implementation web development social media planning

E-commerce ________ includes creating marketing messages that contain the individual's name, appeal to his/her interests, and take their purchase behavior into account.

presence density *personalization* customization

In a multiple-criteria decision analysis (MCDA), what are you doing when you are identifying available options?

identifying the current organizational landscape, stakeholders, and key personnel involved in the decision-making process *comparing different options in order to determine which are best candidates for measure* determining the weight or level of importance of each criterion multiplying the scores for each criterion (with their weight) and then adding the scores for each criterion together

Descriptive data about a customer includes categories such as

personal email. customer service history. *lifestyle and career.* transaction history.

Which of the following would the project completion time be based on?

the day the budget is approved by the client the schedule of the marketing website that is being created in tandem with the project *creating the software which all components of the project depend upon to run smoothly* creating the packing the project will be sold in

Creating an entirely new market is an example of a ________ ocean strategy.

fast *blue* red green

Which type of chart commonly used by project managers is a horizontal bar chart that shows project activities on the y-axis and time on the x-axis?

flow chart PERT critical path *Gantt chart*

While ERP systems offer many competitive advantages to users, particularly those in upper management, a significant disadvantage is their

inability to be customized. lack of a centralized database. difficulty in accessing data. *high costs.*

When managers work on strategic objectives, handle conflicts, and allocate budgetary resources to subordinates, what role are they enacting, according to Mintzberg?

informational *decisional* interpersonal managerial

A key component, and major advantage, of an ERP is its

low maintenance costs. *centralized database.* ease of initial learning. low start-up costs.

Which level of share of wallet means that existing customers are spending more to purchase products or services from one organization than they are from direct or indirect competitors?

medium share of wallet *high share of wallet* low share of wallet small share of wallet

How many types of dependencies, or relationships among activities, does a project contain?

six five three *four*

The ________ step of an ethical analysis involves asking whether the decision will impact the privacy or property rights of any individuals or corporations.

fifth third *second* fourth

Sears revolutionized catalog (mail order) sales but failed to make the e-commerce leap. Amazon capitalized on this technology. What concept underlies Amazon's success?

first-mover advantage *disruptive innovation* focused price leadership red ocean strategy

When competitors seek to gain competitive advantage through price leadership or by making product improvements, Professors W. Chan Kim and Renee Mauborgne would say they are using a(n)

generic business strategy. blue ocean strategy. economy of scale. *red ocean strategy.*

According to research by Risk Based security, there were 2037 publicly reported data breaches

in the third quarter of 2015. *in the first half of 2020.* in the last half of 2020. in all of 2010.

Which of the following scenarios is an example allocating resources to solve a problem? More than one answer may be selected.

*A dad decides to set aside an hour every night to help his son with math.* *A corporation decides to have all of its workers go through training so they know how to use new machinery.* *An organization wants to determine how many of its members don't have the appropriate certifications.* A high school senior applies to three colleges besides her top choice.

Which of the following scenarios is an example of project crashing? More than one answer may be selected.

*A project manager brings on more developers to assist with software updating.* *A project manager determines which part of the project will be the most time consuming to complete.* *A project manager determines that purchasing additional equipment will allow them to create products twice as fast.* *A project manager informs a client that they will not meet their completion date due to a lack of equipment.*

Why is an organization's chief financial officer more likely to have an accurate picture of its total cash flow if the organization has ERP software that integrates its financial management system? More than one answer may be correct.

*A single cash flow report can be generated for the entire organization.* *Real-time cash flow information can be generated quickly, at any time.* *An ERP system that integrates financial management must be cloud-based.* The ERP system is probably easy to implement, comprehend, and utilize.

How do CRM systems make troubleshooting customer problems easier?

*CRMs store information about customer purchases and interactions.* CRMs track inventory and supply shortages. CRMs track competitor activity and issues. CRMs store customer business information.

Which of the following statements about sources of customer data are correct?

*Customer surveys collect feedback from customers.* *Data collection from social media platforms can be integrated within a CRM platform.* *Analytics are used to uncover trends in the collected data.* Information about past customer habits rarely suggests future patterns.

What are two advantages to using a Gantt chart instead of a simple flowchart?

*Gantt charts include the time duration on the x-axis.* *Gantt charts display the concurrent nature of certain activities.* *Gantt charts more prominently display decision points.* *Gantt charts indicate which process precedes other activities.*

Which of the following is a benefit to using a Monte Carlo simulation to determine the likelihood of a project completion date?

*It forces the project manager to realistically evaluate critical tasks' duration.* It is easy to use, since all projects use the same assumptions. It makes it nearly impossible for projects to be completed late. It provides the client with a better understanding of how the project will be completed.

Which statements about the analytical hierarchy process (AHP) model are true? Select all the correct answer options.

*It is a multi-criteria programming model that uses an analytical hierarchy process for decision making.* *It allows for many variables or conditions to be considered and prioritized, resulting in the selection of the best alternatives or projects.* *It analyzes intricate situations and scenarios by deconstructing the problem into a visible hierarchy that can be analyzed through comparison.* It was first developed by Brian Sylvester and is a multi-criteria programming model.

Software that businesses use to manage activities in both the internal and external operational environment is known as Enterprise Resource

*Planning.* Processing. Production. Packet.

A manager is trying to decide which vendor she should use to manage social media promotion. Which of the following is an example of how she would compare selection criteria? More than one answer may be correct.

*She would determine which vendor has previously gotten companies a lot of buzz on social media platforms.* *She would determine which vendor has prices that fit with in her social media budget.* *She would determine which vendor is offering more content generation than the others.* She should ask her coworkers which vendors they like best.

Describe the balanced scorecard method for decision making. More than one answer may be correct.

*The balanced scorecard is used to structure an organization's strategic plan.* *Managers rely on information from ESS to populate areas of a balanced scorecard.* *Balanced scorecards include measurable outcomes such as financial information and information about internal business processes.* Balanced scorecard include information pertaining to an organization's identified key plausibility indicators (KPIs).

Which of the following is a benefit that comes from project crashing? More than one answer may be selected.

*The entire project can be expedited.* *The most demanding activities on the critical path are shortened in duration.* *Project costs go down.* Efficiencies developed on previous projects can be used.

What can occur for project activities on a critical path that include slack time? More than one answer may be selected.

*They can be allocated fewer resources.* *They can be completed after the project end date.* *They can be deemed a lower priority.* *They need to be completed before other activities on the critical path.*

Which of the following statements correctly describe structured management decisions? Select all the correct answer options.

*They involve tasks and choices that are routine and frequently related to operations.* *They are regularly made by individual employees and teams.* *They are made easier through the creation of defined processes and procedures.* They involve complex tasks that require each decision to be treated as a new task.

Which of the following would be a good question to ask to determine why a warehouse was not able to maintain an appropriate amount of inventory? More than one answer may be selected.

*Why are inventory levels lower than desired?* *Why is employee turnover at an all-time low?* *Why are orders higher than anticipated?* Why are employees not completing mandatory HR training?

Recall factors that contribute to the quality of information. More than one answer may be correct.

*accuracy* *relevance* *timeliness* redundancy

From the following list, select the two vital functions performed by project management software.

*calculating a project's duration and schedule* *communicating changes, developments, and progress* *developing the client's objectives for a project* *identifying the activities required for project completion*

Unstructured decisions include which of the following decisions or activities? More than one answer option may be correct.

*capital budgeting decisions* *strategic goal development* inventory decisions payroll and overtime decisions

According to the earned value management (EVM) process, in which of the following scenarios would the project manager and client need to reassess the assumptions of a project? More than one answer may be selected.

*completing a critical task according to new client specifications would cause the project to go over budget* adding two additional developers to the project would reduce the schedule by half, resulting in an estimated 50 percent increase in sales *a project manager determines that the project will not be completed on time* market research has determined that the product being worked on does not meet the needs of their target market

You and a friend have two rooms in an apartment to paint on the same day. You finish your room and your friend does not. A project manager would say that the job is affected by which scheduling dependency? More than one answer may be correct.

*discretionary* finish-to-finish *start-to-finish* finish-to-start

Select the phases of a project typically managed by a project planner. More than one answer may be correct.

*initiation* *planning* *execution* *closure*

Henry Mintzberg classifies management roles into three types. Which of the following roles does this researcher identify? More than one answer may be correct.

*interpersonal* *informational* *decisional* structural

Classical models of management describe what managers do. Henry Fayol identified five functions of managers. Which of the following functions does Fayol's classical model include? More than one answer may be correct.

*planning* *organizing* *coordinating* computing

From the following list, select all of the performance areas that are typically observed by middle managers and operational managers.

*sales* employee performance *adherence to organizational guidelines* *strategic financial decisions*

A food delivery company has recently received many complaints that food has been cold when customers receive it. If they were following Herbert Simpson's four stage process, which of the following would occur during the implementation phase of solving the problem? More than one answer may be correct.

*the company could provide its drivers with insulated bags designed to maintain food temperature* *the company could hire more drivers so that each driver had fewer deliveries between pick-ups at the restaurant* *the company could ask its drivers the average time it takes them to make a delivery* the company could survey recent customers to determine how widespread the problem was

The project management process includes which of the following phases? More than one answer may be correct.

*the initiation phase* *the planning phase* *the execution phase* *the closure phase* *the feedback phase*

A university is completely remodeling a campus building. The team for this project includes architectural and structural engineering consultants, material and equipment suppliers, and construction contractors and subcontractors. From the following list, select all the reasons it is essential that the project manager create a Gantt chart for this project.

*to ensure that consultants and contractors are available when needed* *to decide if orders for material and equipment must be expedited* to allow time for structural engineers to approve the building plans to delay work until the required building permits are obtained to ensure that the correct materials and equipment are ordered

In which of the following scenarios would a multiple-criteria decision analysis (MCDA) be appropriate? More than one answer may be selected.

*when a patient is trying to determine if an elective surgery is worth both the cost and time it will take to recover* *when trying to determine if a historical site in a city with skyrocketing real estate values is worth preserving* *when trying to determine if a new product will be financially viable for an organization* when a retired couple is trying to decide if they should downsize from the home they raised their family in

Describe the importance of information quality. More than one answer may be correct.

A staggering amount of money is lost as a result of bad data. *According to the Data Management Body of Knowledge, the process of data quality management assures data is" fit for consumption and meet the needs of data consumers."* *To avoid costly errors, organizational decisions need to be based on high-quality information.* *There is little that can be done to create high-quality data.*

The essential function of resource leveling is to

evaluate the overall resource needs of the project. alert management to dysfunctional areas of the project. allow the manager to automatically order resources and supplies. *keep the project moving toward completion by reassigning resources.*

Which of the following are correct statements regarding credit monitoring? More than one answer may be selected.

*Ordering your FICO score from each major credit agency multiple times a year is an easy way to keep track of your credit score.* *Soft inquiries do not affect your credit rating.* *The three major credit reporting agencies are TransUnion, Equifax, and Experian.* Credit monitoring and identity theft protection are the same thing.

Of the following software systems, which three make up the suite of products that have integrated with QuickBooks?

*PayCycle* *Innovative Merchant Solutions* *Mammoth/ThinkHR* *X.com*

Which of the following statements accurately describe personalization and/or customization in e-commerce? More than one answer may be correct.

*Personalization is the ability of organizations to craft marketing messages and product/service offerings directed toward specific target markets.* *Personalization in e-commerce includes creating marketing messages that contain the individual's name, Social Security number, date of birth, and purchase behavior.* *Customization is the adjustment of an organization's product or service offerings based on an individual's preferences or past buying behavior.* *Customization and personalization decrease the likelihood of customer engagement and purchase.*

Sally runs a shop on Etsy that has become quite popular after one of her Instagram posts went viral. She'd like to capitalize on her viral fame and is considering purchasing CRM software to assist with this. What are some of the ways a CRM would help Sally achieve this goal? More than when answer may be correct.

*The CRM could target new customers that have a similar profile to her existing customers.* *The CRM could inform her existing customers of additional, similar products available in her shop.* The CRM can assist in manufacturing her products as demand increases. *The CRM could help her craft more viral social media posts.*

Which of the following is an example of how CRM market analytics improve the quality of customer data collection? More than one answer may be correct.

*The data that is collected from various sources is determined to be high-quality data.* *The CRM only collects data from user-generated content on social media sites.* *Providing insight into how users interact with the CRM system allows companies to implement better data collection strategies.* Analytics cannot be used to improve data collection.

Which element of the belief action outcome (BAO) framework explains the methods used to measure and monitor the belief and action steps of the framework?

action formation belief formation online sustainability *outcome terminology*

Initiation, planning, _________, and closure are the four essential phases of all projects.

action feedback origination *execution*

Which of the following is an example of how the project communications piece of project management software could be used when integrated with enterprise resource planning software? More than one answer may be correct.

*A project manager's report indicating that a phase of the project has been completed automatically triggers a bill to be sent to a client.* *The visual project completion map is automatically updated as phases are completed.* *The client is able to access information about all phases of the project in one place, reducing the need for individual status reports.* A team lead is able to reassign a phase of the project when the project becomes too much work for the originally assigned staff.

What is a key difference between business-to-government (B2G) transactions and other types of e-commerce?

*B2G transactions involve prenegotiated contracts.* B2G transactions bypass traditional sales taxes. B2G transactions involve goods, not services. B2G transactions do not use the internet for security reasons.

Which of the following scenarios represents a customer acquisition cost of $100?

A company spends $1,000 on advertising and marketing in one month. They gain 100 new customers in that month. A company spends $100,000 on advertising and marketing in one month. They gain 100 new customers that month. A company spends $100 on advertising and marketing in one month. They gain 10 new customers in that month. A company spends $100,000 on advertising and marketing in one month. They gain 1,000 new customers in that month. (CORRECT)

Who published "How Competitive Forces Shape Strategy" in the Harvard Business Review in 1979?

Alan Greenspan Jack Welch *Michael E. Porter* Adam Smith

Which company sells an inexpensive "Stand" point-of-sale terminal that combines an iPad, a cash drawer, a thermal printer, and a chip/swipe/contactless reader?

PayPal Stripe *Square* Canvas

Along with employees themselves, those most responsible for ethical employee behavior are

subordinates. *managers.* suppliers. customers.

Of the following actions, which can be executed most efficiently though use of a management filter? More than one answer may be correct.

*locating an older task folder within a project management system* *finding a custom field in a report consisting of multiple spreadsheets* dictating a menu of tasks to be automatically carried out assembling human resources questionnaires based on survey results

Cloud-based ERP solutions are usually offered as

CMOS. *SaaS.* RFID. APP.

Which statement correctly summarizes the role of the project manager (PM) during the execution stage of the project management process?

The PM plans for unanticipated problems or contingencies and adjusts the budget. The PM reminds team members of their tasks and checks that they are completed. *The PM monitors progress and resources and adjusts the schedule as needed.* The PM requests feedback from team members and communicates big issues to all.

From the following list, select all the ways in which CRM systems assist businesses in targeting a market segment.

They are used to identify a target market and provide insights into the profiles of these customers. *They help identify the common characteristics of target market members, including geographic location, demographic and psychographic backgrounds, and income level.* *They provide analysis of customer characteristics, which is an important part of the target market identification process.* *They collect important transactional data that users can then manually sort, interpret, and use in target marketing identification.*

Which element of the belief action outcome (BAO) framework is MOST helpful for analyzing the way stakeholders' perceptions about and desires for an organization's operating environment are formed?

action formation online sustainability outcome terminology *belief formation*

Every project faces limitations, such the amount of available equipment or environmental constraints. To mitigate these limitations, project managers use software that provides

critical path determination. *resource leveling.* PERT network charts. flow charting.

In which stage of Herbert Simpson's four stage process for decision making are solutions identified?

fourth first third *second*

By allowing viewers to see the project's progress, project managers can reduce the anxiety caused by apparent inaction. For this reason, PMs often provide simple

spreadsheets. PowerPoints. PERT network charts. *flowcharts.*

In the Five Whys, why is it important to continue to ask why after asking why the problem occurred?

so that you are able to provide a description of the problem in order to ensure that you have heard all sides of the problem, from all of the people who were involved to figure out why the problem occurred *this will help you understand the root cause of the problem, not just a surface issue that may have arose*

What function allows managers the ability to search data sets for information that is needed for a given decision?

sorting *filtering* data managing analyzing

Which project management tool is so important that nearly all PM software includes support systems for it, to ensure that all stakeholders are kept informed of a project's status?

spreadsheets a database a dashboard *a communications plan*

A new app was released providing consumers with digital coupons for products the consumer indicates they frequently purchase. The app gives different users coupons with different values and shares purchasing as well as demographic information with the product manufacturer. Under what circumstances would the information sharing with product manufacturers be ethical?

This scenario is never ethical. if the app's terms of service indicated that different users would receive different discount values if the app's terms of service indicated who they would be sharing information with and what information would be shared *if the app ensured that their targeting was not discriminatory based on race, ethnicity, gender, age, or disability*

When a large number of buyers seek to purchase a firm's products even when prices increase, Porter's force of customers can be said to have

strengthened. increased. *weakened.* accelerated.

Which of the following is an example of a process that uses Six Sigma techniques? More than one answer may be selected.

*A tutoring center requires all students to score 100 percent on a cumulative test before moving on to the next level; materials are not unlocked for their username/password until such a score has been achieved.* A dentist office has dental hygienists use premeasured teeth polisher to reduce the amount of polisher they need to buy. A clothing manufacturer only orders from supply partners who can meet their specified delivery windows. A food manufacturer that sells canned goods has a manufacturing process in place that will not factory seal and label cans until the desired weight has been confirmed to be within .01 oz of the desired weight.

We Are Social surveyed internet users aged 16-64 around the world, to learn about their e-commerce activities. What did the survey reveal about this demographic? More than one answer may be correct.

*Eighty percent searched online for a product or service to buy online.* *Ninety percent visited an online store on the world wide web.* *Seventy-four percent reported they had purchased a good or service online.* Eighty-nine percent report they have a negative view of e-commerce businesses.

Of the following statements, choose the ones that correctly apply to issues in m-commerce.

*Ethical issues include keeping product listings accurate, following online selling laws, and maintaining web accessibility.* *Due to similarities between organizations that sell goods and services online, competitor analysis is challenging.* *Customer loyalty is highly important, as it can cost five times more to acquire a new customer than it costs to retain one.* *Many retail businesses are reluctant to try m-commerce because sales applications are costly and the benefits can be questionable.*

Which of these transaction processing systems utilize the merchant service aggregator capability?

*PayPal* *Stripe* *Square* *ZipRecruiter*

Which company became one of the world's largest merchant service aggregators after it was purchased by eBay in 2002?

*PayPal* Stripe Tesla Apple

From the following list, select the factors that impact an organization's internal strengths and weaknesses and are included in the 5 Ps for a SWOT analysis.

*Product* *Personnel* *Purse* *Plant*

Which of the following are manufacturers of enterprise resource planning system software? More than one answer may be selected.

*Sage Group* *Microsoft* *Oracle* *Adobe*

A new app wants to use CRM to analyze whether a new feature would generate reliable income. Which of the following could be used to determine this? More than one answer may be correct.

*The company uses the CRM to track how many users access this new feature and how much time they spend using it.* *The company uses the CRM to track how much more or less time users who access that feature spend in the app overall.* The company uses the CRM to track which sections of the app most frequently crash for customers. *The company uses the CRM to track how many users have bought the paid version of the app since the new feature was introduced.*

What are important considerations for managing cookies? More than one answer may be correct.

*Users should determine what cookie settings is appropriate for your browser use and privacy protection.* *Users should be aware that cookie settings must be adjusted in each browser.* Users should delete all cookies after each browsing session. *Most users appreciate third-party cookies and the value they bring to browsing.*

Which of the following is an example of e-commerce personalization? More than one answer may be correct.

*an email notifying a consumer that an item they had looked at online is now on sale* *an ad on a consumer's social media feed that features products they had researched online* *a sale on popular products that is announced on the homepage of the retailer's website* *the ability for consumers to design and buy sneakers containing their chosen materials or colors*

To provide senior management with visibility of nearly all aspects of an organization's operations many firms integrate their SCM apps with their

*enterprise resource planning system.* project management system. employee compensation system. employee benefits management system.

The First Amendment to the U.S. Constitution affects Internet privacy because it

*extends freedom of speech protection to the Internet, which means government does little filtering of content.* prevents the government from unreasonably searching your home and seizing your computer or hard drive. prevents the government from imprisoning cybercriminals without due process. allows you to request a jury trial if you are accused of uploading illegal files onto the Internet.

On which of the following business sectors has m-commerce had notably large impacts?

*financial services* *health care* *retail sales* *real estate sales*

Large corporations can prevent new competitors from getting a foothold in their market by using data analytics to accomplish which of the following? More than one answer may be correct.

*identify the start-ups who pose a threat to their business* *determine what it might cost to buy out rival companies* purchase or replicate the competitors' customer lists *buy enough advertising to drown out the competitors' ads*

Economies of scale means using

*large production or purchasing power.* weighted variables or input. divisions of labor. minimization techniques.

From the following list, select all the departments or areas of an organization that provide customer interaction metrics.

*marketing* *sales* *service* finance

When conducting a SWOT analysis, an organization's human resource management system is used to evaluate the relative strength or weakness of its

*personnel (workforce).* purse (finances). plant (physical attributes). past experiences (reputation).

According to Professor Michael E. Porter, the author of the five-forces model for dealing with competition, businesses that wish to gain competitive advantage must follow which of these strategies? More than one answer may be correct.

*price leadership* *product differentiation* *horizontal mergers* *vertical mergers*

Which of the following are areas that are covered on an e-commerce presence map? More than one answer may be selected.

*type of presence* *the platform* *the activity* *the users*

From the following list, select all the customer characteristics that are commonly analyzed by a CRM and used to create an ideal customer profile.

*where customers are located* *what customers buy and how often* *why customers make their purchase* how customers comparison shop online

The Act that signed into law to monitor terrorist activities and communications following the 9/11 attacks and the 2001 anthrax attack on Congress is the

Federal Information Security Management Act. Children's Internet Protection Act. *USA PATRIOT Act/USA Freedom Act.* Digital Millennium Copyright Act.

Coca-Cola and PepsiCo dominate the soft drink market. However, during the 2000s, many customers switched from soft drinks to water, causing Coca-Cola and PepsiCo to develop Dasani and Aquafina. The ability of customers to switch from one product to an alternate product illustrates what Porter called the force of

competitors. *substitutes.* customers. suppliers.

To address the ethical concerns surrounding ________, many employee handbooks state that the organization must use data responsibly and always respect privacy.

control and accountability establishing quality standards quality of life *information privacy rights*

What does business-to-consumer (B2C) e-commerce replace?

credit card sales *brick-and-mortar store locations* marketing and advertising product research

A logistician for an oil company receives an alert from the software she uses that a supertanker has been delayed. In addition, she receives a choice of reasonable actions to take. What software is she likely using?

executive information system software transaction system processing software *supply chain management software* business intelligence software

Which of these is the "L" factor that managers examine while conducting a PESTEL analysis?

liberal issues leveraged threats *legal considerations* legitimate concerns

Which step of an ethical analysis is designed to enable a manager to obtain guidance or insights from other managers?

making a decision *searching for precedents* listing options determining who is affected

Providing visibility means that the user interface of any SCM remains a critical component. Typically, a user interface comes in the form of a

plug-in. link. *dashboard.* download.

A branch manager for a national car rental company is in the process of conducting a SWOT analysis for her location. Which of the 5 Ps can she examine using the company's inventory management system for its rental fleet?

purse (finances) *plant (physical attributes or resources)* processes (activities that create value) past experiences (reputation)

As an increasing number of retailers use modern business applications technology to process credit card payments more quickly and easily, which device is becoming nearly obsolete?

the printer Apple Pay the debit card *the imprinter*

Michelle runs a shop on Etsy. One month, she spends $2,800 to promote her shop on Etsy and other social media sites. In that month, she gains 50 new customers. All customers purchased products that cost $100, that were marked up 100 percent. What is the actual amount of revenue earned per customer, taking into account materials and promotional costs?

−$56.00 *−$6.00* $56.00 $6.00

How do management information systems (MIS) help managers and businesses combat competitive rivalry and increase overall success? More than one answer may be correct.

*avoid shortages* *minimize losses* *build customer loyalty* *gain inside information*

A cost-benefit analysis is a useful tool used to analyze the costs associated with implementing a project or set of activities and the benefits that can be achieved as a result of the implementation. Which of the following would be considered costs when conducting a cost-benefit analysis? More than one answer may be selected.

*capital outlay* *time commitment costs* brand exposure *anticipated retail product markup*

In which of the following areas can e-commerce technologies help to reduce an organization's operating costs? More than one answer may be correct.

*communication* *information collection* *information processing* *presence building*

Karl Benz invented the internal combustion automobile in 1885. More than a century before, Adam Smith had described how division of labor creates efficiencies. When Henry Ford set up Model T production on an assembly line in 1908, he combined technology and efficiency to produce an inexpensive automobile. Ford transformed the personal transportation market. Christensen called this process

*disruptive innovation.* economies of scale. red ocean strategy. blue ocean strategy.

What do customer relationship management (CRM) systems help businesses to do to retain their existing customers? More than one answer may be correct.

*maintain customer engagement* *provide services to customers* *measure customer satisfaction* identify customers' lifetime value

In terms of customer relationship management (CRM) software, what does customer service mean? More than one answer may be correct.

*response to customer questions* processing returns *managing customer contacts* managing marketing contacts

The political, economic, environmental, and legal issues facing an organization can be examined using a PESTEL analysis. From the following list, select the additional factors that a PESTEL analysis addresses.

*sociocultural issues* *stakeholders' issues* *tele-communication issues* *technological issues*

In addition to existing competitors and new competitors, what are the forces included in Porter's 5 forces? More than one answer may be correct.

*suppliers* *customers* *substitutes* *opportunities*

Which of the following describes why a credit institution would use big data? More than one answer may be selected.

*to anticipate the likelihood of loan default* *to accurately report credit ratings* *to sell to other corporations* *to protect consumer privacy*

What is antivirus software used for?

*to scan files to identify and remove computer viruses and other malicious programs* to store passwords so that a user can create strong passwords without having to remember all of them to reduce the number of unwanted messages that are received in your email inbox to remove spyware programs that have been unknowingly installed on a computer

In which of the following scenarios would a business use human resource management system software?

An executive wants to know if switching over to less expensive inventory would affect the overall quality of their final product. An executive wants to know what category of expenses they spend the most on. An executive wants to know how many customers make a purchase as a result of an email campaign. *An executive wants to know if they should continue to provide two days of paid time off to volunteer at local organizations.*

Which of the following describes an inventory management system? More than one answer may be selected.

an information management system that helps ensure a minimal number of product touches occur from product creation to customer purchase an information management system that ensures all employees receive adequate training to efficiently ship out products *an information management system that tracks all of a corporation's interactions with its customers to micro-target its marketing messages* *a system that ensures all stock is accurately tracked*

Which type of cookie is lost only if deleted or if is created with an expiration date?

authentication cookie session cookie *persistent cookie* HTML cookie

One important ________ is that the firm's employees will learn to use technologies to develop the new product, providing a competitive boost.

blue ocean strategy *first-mover advantage* fast-follower strategy generic business strategy

A hiring manager wants to check job applicants' posts on social media before deciding whom to hire, to ensure the person will represent the company with professionalism and maturity. Which dimension of ethical behavior in the digital age does this situation represent?

quality of life establishing quality standards *information privacy rights* control and accountability

Which of the following statements encapsulates the purpose of the Federal Information Security Management Act?

require a warrant to intercept email and VoIP communications prevent children's access to harmful Internet content *protect government assets against cybersecurity events* monitor terrorist activities and communications

How your private data and information are used, who has access to them, which techniques and technologies protect them, and the communications and preferences surrounding how they are handled are components of Internet

security. piracy. *privacy.* connection.

It is far less expensive to retain an existing customer than it is to acquire a new customer. This is the concept behind the use of which business computer application systems?

supply chain management systems *customer relationship management systems* human resources management systems inventory management systems

Which 1986 law makes it illegal to intercept calls or messages without a warrant?

the Federal Information Security Management Act the Children's Internet Protection Act the Digital Millennium Copyright Act *the Electronic Communications Privacy Act*

What piece of the executive information system has become more vital as organizations have become increasingly geographically dispersed?

the cloud hosting service the user interface *the communications element* the supporting software infrastructure

An online photo printing company can temporarily lose its e-commerce ubiquity if

the delivery service it uses is experiencing delays due to weather. social media is flooded with poor reviews of its products or services. *its website crashes due to a coding error or attack by hackers.* its customers do not like its smartphone app as much as its website.

Describe benefits of cloud-based ERP systems over on-premises ERP solutions. More than one answer may be correct.

*Cloud-based ERP systems allow organizations to access reports from remote locations.* *Cloud-based ERP systems have lower IT infrastructure expenses.* *Organizations using cloud-based ERP systems have reduced IT labor expenses.* Cloud-based options provide more control over on-premises ERP solutions.

Which of the following is an example of something that would occur during the Measure and Analyze steps of the Six Sigma process? More than one answer may be selected.

*Determine the number of imperfect products that occurred at a manufacturing plant every month.* *Compare the number of imperfect products produced at two different manufacturing plant locations and describe any procedural differences between the locations.* Determine the different types of training that occur at different corporate locations. *Compare the turnover ratio of factory workers at different corporate locations.*

What benefits does customer relationship management software (CRM) provide to an organization? More than one answer may be correct.

*Identify and attract potential customers.* *Determine ways to sell additional products and services to existing customers.* Identify which methods of payments customers frequently use. Monitor the amount of time it takes for a product to be delivered after an order is placed.

Which statement defines or explains a characteristic of information density? More than one answer may be correct.

*Information density is the total amount of information as well as the quality of information available to all individuals in a market, including customers and stakeholders.* *Information density in e-commerce allows consumers to more easily find retail prices for goods or services (price transparency) and the wholesale costs a seller paid (cost transparency).* *Organizations benefit from information density because it provides them with large data sets from e-commerce activities that can be used to create effective target market strategies.* *E-commerce technologies increase the costs of communicating, collecting, processing, and storing information, while increasing the relevance, accuracy, and timeliness of information.*

From the following list, select all the key aspects of today's e-commerce landscape that organizations should consider when conducting business in this environment.

*Internet of Things* *integrated shopping experiences* *m-commerce* location dependence

Which of the following is true of structured data? More than one answer may be selected.

*It has a defined length, type, and format.* *It can include numbers and dates.* It is designed for input into databases. It contains confidential information such as passwords.

How does a first-mover firm's ability to develop logistics and acquire raw material ahead of competitors impact success? More than one answer may be correct.

*It increases the firm's ability to bring out new products quickly.* *It is especially important if materials are hard to find.* It saves the firm money because raw materials are available early. *It allows the firm to shift from manual production to assembly line production.*

An executive notices that while the company is on track to meet its sales goal for the year, it is not on track to make their bottom line number. How could she use the information provided in the EIS dashboard to figure out where the problem is? More than one answer may be selected.

*The executive could drill down into specific areas of the organization to see where spending is higher than budgeted for.* *The executive could view the graphs to quickly see which departments are underperforming.* *The executive could annotate information on the dashboard, requesting more information from subordinates who work in those departments.* *The executive could see how similar, competitive businesses were on track to meet their numbers.*

A manufacturer's latest smartphone has become extremely popular. How can the manufacturer use its ERP system to ensure that its retailers are able to keep the phone in stock? More than one answer may be correct.

*by obtaining CRM data about customer demand* *by analyzing BI data about its supply chain* *by using PM data to adjust its marketing campaign* by monitoring data about its e-commerce operations

How do CRM systems make it easier for businesses to target a market segment? More than one answer option may be correct.

*by providing a variety of analytical tools, including some for identifying and understanding the target market* *by collecting data from customer transactions, which can be used for target market identification* *by helping organizations precisely identify their target markets and best utilize resources when marketing to potential and existing customers* by making the relatively simple process of target market identification even easier to conduct than without a CRM

Apple uses Corning's glass products for all its devices, such as the Gorilla Glass 6 used in the iPhone 11 series. To ensure that it continues to have a strong relationship with this glass industry leader, Apple has invested nearly $500 million toward Corning's advanced glass research division. By building up this relationship, Apple seeks to maintain some control over which of Porter's 5 forces?

*suppliers* competitors customers substitutes

Of the following business computer applications, which one offers the manager a single dashboard that integrates reports from multiple logistics software products?

*supply chain management (SCM) application* benefits management application compensation management application human resources management (HRM) application

Which of the following is a key element of an executive information system? More than one answer may be selected.

*the ability of an executive to highlight areas of interest* *provide a visualization of whether the organization is on track to meet its goals* notating the differences in compensation packages for key employees *provide the same information to all executives within an organization*

Business applications that specifically assist senior executives in gaining a broader view of the competitive landscape are referred to as

TPS. CRM. SCM. *EIS.*

In the financial world, some Nigerian banks have used a fast-follower strategy. To reap benefits, they have

reorganized corporate structure to take advantage of a lean business process. *quickly developed and marketed products introduced by Western banks.* debunked studies that found over 50 percent of new products fail in the market. modeled information systems practices after Chinese and American systems.

What is the overarching goal of organizations choosing to adopt an enterprise resource planning (ERP) system?

segment organizational processes *increase operational efficiency* lower costs lessen employee training time