MIS 301: Important Stuff
customer touching applications
(or electronic CRM, e-CRM) customer self-help applications/technologies
order fulfillment process
(order-to-cash process) process in which the company sells goods to a customer originating when the company receives a customer order, and concluding when the company receives a payment from the customer
cognitive science, robotics, natural interface applications
3 groups of artificial intelligence
an enterprise social network
A business that wants to create a forum allowing employees to interact with coworkers would benefit from utilizing
a bundle
AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:
upper CASE
Focuses on activities that take place during the early stages of systems development
systems analysts
IS professionals who specialize in analyzing and designing information systems
integrated CASE
Integrated packages provide the link between upper and lower CASE
prototyping
Many alternative design strategies must be tested. The system must be developed quickly and at the lowest possible cost
unstructured decision making process
Multiple potential solutions. No algorithm to follow because there are a lot of potential factors and not enough information
using LinkedIn for market research
Post a question (e.g., solicit advice) regarding the topic or issue you are interested in. You may obtain a better result if you go to a specific group to solicit advice
structured decision-making process
Proven set of steps (algorithm) where an optimal solution can be reached through a single set of steps
user needs are well understood and relatively stable
SDLC is good when
intermediaries
Social marketplaces act as online ________ that harness the power of social networks for introducing, buying, and selling products and services.
more
The European Union's data protection laws are ____ strict compared to the US laws
procurement
The ______________ process originates in the warehouse and end in the accounting department
code of ethics
Various organizations that promote fair and responsible use of information systems often develop a...
unethical, illegal
What is ______ is not necessarily ______
blockware
Which of the following is NOT an example of alien software?
janitors
Which of the following is NOT one of the most dangerous employees to information security?
these ERP systems have no optional modules
Which of the following is false about ERP II systems?
social advertising removes peer pressure from the buying decision
Which of the following is false about social advertising?
Printing a report
Which of the following is not an example of a transaction?
Best Buy has a Web site, which can be used to purchase products for pick up in a store
Which of the following is not an example of social commerce?
on-demand CRM
____ is a CRM system that is hosted by an external vendor in the vendor's data center
customer-facing CRM
_____ includes those areas where customers directly interact with the company
privacy
______ issues involve collecting, storing, and disseminating information about individuals
a supply chain
______ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers
mashup
a Web site that combines content from other Web sites to form new content is called a
inference engine
a computer program that provides a methodology for reasoning and formulating conclusions. It enables the system to make inferences based on the stored knowledge. It is considered the "brain" of the ES
microblogging
a form of blogging that allows users to write short messages (or capture an image or embedded video) and publish them (Example: Twitter)
blog
a personal Web site, open to the public, in which the site creator expresses his or her feelings or opinions via a series of chronological events
source data automation
a process in which organizations try to automate the TPS data entry as much as possible because of the large volume involved
social network
a social structure composed of individuals, groups, or organizations linked by values, visions, ideas, financial exchange, friendship, kinship, conflict, or trade
upselling
a strategy in which the salesperson provides customers with the opportunity to purchase related products or services of greater value in place of, or along with, the consumer's initial product or service selection
8-10
a typical dissatisfied customer will tell ___ to ___ people
360 data view customer
complete data set on each customer that allows a company can enhance its relationship with its customers and ultimately make more productive and profitable decisions
CASE tools
computer aided software engineering
knowledge base
contains a system of rules for determining and changing the relationship among database facts
eddie tipton
former information security director for the urbandale based multi-state lottery association
cracker
hackers that want to do harm, malicious or criminal
social commerce
he delivery of electronic commerce activities and transactions through social computing. also supports social interactions and user contributions, allowing customers to participate actively in the marketing and selling of products and services in online marketplaces and communities
the push model
in _____, the production process begins with a forecast
quickly, lowest cost
in prototyping, a system must be developed ___ and at the ____
hacker
individuals gaining unauthorized access, motivated by curiosity, no intentions to do any harm (Term coined at MIT)
ERP systems
integrate the planning, management, and use of all of an organization's resources, and are designed to tightly integrate the functional areas of the organization
ERP II systems
inter-organizational ERP systems that provide Web-enabled links among a company's key business systems—such as inventory and production—and its customers, suppliers, distributors, and other relevant parties
phased conversion
introduces components of the new system, such as individual modules, in stages. Each module is assessed.
pilot conversion
introduces the new system in one part of the organization, such as in one plant or one functional area
Bundling
is a form of cross-selling in which a business sells a group of products or services together at a lower price than their combined individual prices
dumpster diving
is an identity theft technique
6
it costs ___ times more to sell to a new customer
strategic managerial decision
long-range goals and policies for growth and resource allocation
critical path
longest path. project manager should pay attention to the most.
cost
most costly aspect of an ERP system
semi-structured decision making process
neither fully structured or totally unstructured
production process
occurring only in companies that produce physical goods, this process follows one of two strategies: make-to-stock and make-to-order
vendor-managed inventory
occurs when the supplier, rather than the retailer, manages the entire inventory process for a particular product or group of products
50%
odds of selling to a happy customer
15%
odds of selling to a new customer
direct conversion
old system is cut off, and the new system is turned on at a certain point in time
web 1.0
one-way communication
Implementation
or deployment, is the process of converting from an old computer system to a new one
OEM
original equipment manufacturer
procurement process
originates when a company needs to acquire goods or services from external sources, and it concludes when the company receives and pays for them
FICO
predictive analysis and decision management software company
model driven DSS
primarily performs mathematical or quantitative analysis
data driven DSS
primarily performs qualitative analysis based on the company's databases
analytical CRM
provide business intelligence by analyzing customer behavior and perceptions providing information concerning customer requests and transactions, as well as customer responses to the organization's marketing, sales, and service initiatives
social advertising
refers to the advertising formats that make use of the social context of the user viewing the ad. It is the first form of advertising to leverage forms of social influence such as peer pressure and friend recommendations and likes
topsy
specializes in data obtained from twitter that it analyzed to track the sentiments of consumes to measure the popularity of particular products
just-in-time inventory
strategy to minimize inventories deliver the precise number of parts, called work-in-process inventory, to be assembled into a finished product at precisely the right time
transaction processing system
supports the monitoring, collection, storage, and processing of data from the organization's basic business transactions, each of which generates and collects data continuously, in real time
enterprise resource planning systems
systems designed to correct a lack of communication among the functional area IS and they adopt 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
on-demand CRM systems
systems hosted by an *external* vendor in the vendor's data center which spares the organization the costs associated with purchasing the system, maintenance, and employees need to know only how to access and utilize it
lower CASE
targets activities that take place during the later stages of the project
batch processing
the firm collects data from transactions as they occur, placing them in groups or batches then prepares and processes the batches periodically
supply chain
the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses, to the end customers
cross-selling
the marketing of additional related products to customers based on a previous purchase
parallel conversion
the old and the new systems operate simultaneously for a time
direct conversion-plunge-cut over-cold-turkey
turn off old system and turn on new. least expensive
web 2.0
two way communication
really simple syndication
web 2.0 feature. receive the information you want (customized)
OTLP
Business transactions that are processed as they occur is an example of
marketing
CRM _____ applications use data mining to sift through volumes of customer data
management managerial decision
acquiring and using resources efficiently in accomplishing organizational goals
social marketplaces and direct sales
act as online intermediaries that harness the power of social networks for introducing, buying, and selling products and services
scope-creep
adding functions after the project has been initiated. The time frame and expenses associated with the project expand beyond the agreed-upon limits
systems investigation
addresses the business problem by means of the feasibility study
operational, management, strategic
all managerial decisions fall into one of three broad categories
customer-facing applications
allow an organization's sales, field service, and customer interaction center representatives interact directly with customers through customer service and support, sales force automation, marketing, and campaign management
pull model
also known as make-to-order, the production process begins with a customer order
push model
also known as make-to-stock, the production process begins with a forecast, which is simply an educated guess as to customer demand
system development life cycle
also known as waterfall model 1. investigation 2. analysis 3. design 4. program and test 5. implement 6. operation and maintenance
mobile CRM systems
an interactive system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers
Transaction
any business event that generates data worthy of being captured and stored in a database (e.g., product manufactured, a service sold, a person hired, and a payroll check generated)
200mil
apple purchased topsy for
70%
complaining customers will remain loyal
hacktivists
break into computer systems to promote political or ideological goals
vertical integration
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
online transaction processing
business transactions are processed online as soon as they occur and system performs these tasks in real time by means of online technologies
enterprise social networks
business-oriented social networks (public or private) designed to support networking and community building, social collaboration, social publishing, Social intelligence and social analytics
grid computing
cloud computing encompasses the characteristics of _____
data mining
develops a purchasing profile or snapshot of a consumer's buying habits that may lead to additional sales through cross-selling, upselling, and bundling
large or complex IS
do not prototype when you have a ____
user interface
enables users to communicate with the computer. Communication is carried out in a natural language, usually a question-and-answer format, and in some cases is supplemented by graphics
dashboards
evolved from executive information systems, which were information systems designed specifically for the information needs of top executives
operational managerial decision
executing specific tasks efficiently and effectively
information sharing
facilitated by electronic data interchange and extranets, it helps to improve demand forecasts.