MIS Chapter 1, MIS Chapter 2, MIS Chapter 3, MIS Chapter 4

अब Quizwiz के साथ अपने होमवर्क और परीक्षाओं को एस करें!

69) There are four major business functions: human resources; manufacturing and production; manufacturing and production; finance and accounting; and information technology. A) TRUE B) FALSE

82) The inventors of a disruptive technology typically benefit the most from the technology; it is rare that fast followers catch up quickly. A) TRUE B) FALSE

7) The use of computers to assemble data from different sources to create digital dossiers of detailed information about individuals is known as which of the following? A) Profiling B) Phishing C) Spamming D) Targeting E) Spyware

34) Walmart's continuous replenishment system allows it to do all of the following except: A) provide mass customization. B) transmit orders to restock directly to its suppliers. C) keep costs low. D) better meet customer demands. E) fine-tune merchandise availability.

51) A DSS uses internal information as well as information from external sources. A) TRUE B) FALSE

73) Mass customization offers individually tailored products or services using the same resources as mass production. A) TRUE B) FALSE

99) IT governance refers to the overall decision-making that guides the IT strategy of a firm. A) TRUE B) FALSE

7) Which of the following technologies disrupted the traditional publishing industry? A) Instant messaging B) e-mail C) Internet telephony D) PCs E) World Wide Web

35) FIP principles are based on a belief in which of the following? A) Accountability of the record holder B) Responsibility of the record holder C) Mutuality of interest between the record holder and the individual D) Privacy of the individual E) Difference between the interests of the individual and commercial organizations

21) How many service jobs move offshore to lower-wage countries in a typical year? A) 3,000 B) 30,000 C) 300,000 D) 3 million E) 30 million

28) Which of the following types of systems typically use a digital dashboard to display an array of charts and graphs of a business's key performance indicators? A) MIS B) TPS C) ESS D) CRM E) SCM

75) All of the following are reasons for the increased business focus on collaboration and teamwork, except for: A) the need for creating innovative products and services. B) growth of "interaction" jobs. C) greater global presence. D) the need for more efficient work hierarchies. E) the need to reduce communication costs.

90) A ________ is a senior manager who oversees the use of IT in the firm. A) CEO B) CFO C) CIO D) CTO E) CKO

95) Which of the following job categories is expected to experience the most growth over the next eight years? A) Computer support specialists B) Software engineers C) Systems analysts D) Computer programmers E) Database administrators

3) According to the ________ definition of organizations, an organization is seen as a means by which capital and labor are transformed by the organization into outputs to the environment. A) microeconomic B) macroeconomic C) sociotechnical D) behavioral E) psychological

54) A web interface used to present integrated personalized business content to users is called a portal. A) TRUE B) FALSE

59) Which of the following is a global network that uses universal standards to connect millions of different networks around the world? A) An extranet B) The World Wide Web C) The Internet D) An intranet E) Verizon

85) A website that allows citizens to file taxes online is a form of ________.

E-Government

92) Gaining unapproved access to a computer is not a federal crime.

FALSE

70) The problem with web browsers' Do Not Track options is that websites aren't obligated to honor these settings.

TRUE

9) Mintzberg classifies a large bureaucracy existing in a slowly changing environment that produces standard products and is dominated by centralized management as a ________ bureaucracy. A) machine B) professional C) divisionalized D) multidivisional E) ad hoc

72) Creative work driven by new knowledge and information is a significant part of management responsibility. A) TRUE B) FALSE

74) ________ allows you to communicate with avatars using text messaging. A) A virtual world B) Screen sharing C) Collaborative writing D) A large audience Webinar E) Telepresence

75) The value chain model classifies all company activities as either primary or support activities. A) TRUE B) FALSE

76) Laws and regulations creating fair, stable market environments are examples of complementary social assets required to optimize returns from IT investments. A) TRUE B) FALSE

77) A firm that invests in a strong IS development team is making an investment in organizational complementary assets. A) TRUE B) FALSE

78) According to the network economics perspective, the more people offering products on eBay's site, the greater the value of the site to all who use it. A) TRUE B) FALSE

79) The term business ecosystem describes the loosely coupled but interdependent networks of suppliers, distributors, outsourcing firms, transportation service firms, and technology manufacturers. A) TRUE B) FALSE

80) A firm can be said to have competitive advantage when it has access to resources that others do not. A) TRUE B) FALSE

80) The key elements of an organization are its structure, business processes, politics, culture, and people. A) TRUE B) FALSE

81) ________ are not held liable for the messages they transmit. A) Regulated common carriers B) Private individuals C) Organizations and businesses D) Elected officials E) European ISPs

82) Detailed, programmed instructions that control computer hardware components in an information system are known as computer software. A) TRUE B) FALSE

62) Zoom Vacuum, a family-owned manufacturer of high-end vacuums, has grown exponentially over the last few years. However, the company is having difficulty preparing for future growth. The only information system used at Zoom is an antiquated accounting system. The company has one manufacturing plant located in Iowa; and three warehouses, in Iowa, New Jersey, and Nevada. The Zoom sales force is national, and Zoom purchases about 25 percent of its vacuum parts and materials from a single overseas supplier. You have been hired to recommend the information systems Zoom should implement in order to maintain their competitive edge. However, there is not enough money for a full-blown, cross-functional enterprise application, and you will need to limit the first step to a single functional area or constituency. What will you choose, and why? Short Answer:

A TPS focusing on production and manufacturing to keep production costs low while maintaining quality, and for communicating with other possible vendors. The TPS would later be used to feed MIS and other higher level systems.

96) Sociotechnical changes affecting a firm adopting new information systems requiring organizational change can be considered: A) organizational adjustments. B) strategic transitions. C) systems alterations. D) business goal transitions. E) sociotechnical transitions.

41) The U.S. Department of Commerce developed a ________ framework in order to enable U.S. businesses to legally use personal data from EU countries. A) COPPA B) P3P C) PGP D) FIP E) safe harbor

51) When two organizations pool markets and expertise that result in lower costs and generate profits, they are creating: A) a value web. B) a value chain. C) net marketplaces. D) core competencies. E) synergies.

56) TRUSTe is an example of which of the following? A) Web beacon B) Behavioral targeting program C) Opt-out program D) Spyware E) Online seal program

59) Digital media differs from a physical book in all of the following ways except: A) ease of replication. B) ease of alteration. C) ease of transmission. D) ease of global distribution. E) ease of establishing uniqueness.

63) A(n) ________ is an activity for which a firm is a world-class leader. A) expertise area B) competitive advantage C) growth driver D) efficiency E) core competency

69) A(n) ________ social networking tool creates business value by connecting the members of an organization through profiles, updates, and notifications that are tailored to internal corporate uses. A) cloud-based B) social-commerce C) collaborative D) remote, asynchronous E) enterprise

11) Along with capital, ________ is the primary production input that the organization uses to create products and services. A) structure B) culture C) politics D) feedback E) labor

19) When a firm buys on the marketplace what it cannot make itself, the costs incurred are referred to as: A) switching costs. B) network costs. C) procurement. D) agency costs. E) transaction costs.

26) Which of the following industries has the lowest barrier to entry? A) Automotive B) Computer chip C) Solar energy D) Airline E) Small retailer

3) Which of the following may lead to competitive advantage? 1. New products, services, and business models 2. Charging less for superior products 3. Responding to customers in real time A) 1 only B) 1 and 2 C) 2 and 3 D) 1 and 3 E) 1, 2, and 3

36) The FIP principle of Notice/Awareness states that: A) customers must be allowed to choose how their information will be used for secondary purposes other than the supporting transaction. B) data collectors must take responsible steps to assure that consumer information is accurate and secure from unauthorized use. C) there must be a mechanism in place to enforce FIP principles. D) consumers should be able to review the data collected about them. E) websites must disclose their information practices before collecting data.

40) All of the following are IT-enabled products and services providing competitive advantage except: A) Amazon's one-click shopping. B) Apple's iPod and iTunes. C) Ping's golf club customization. D) PayPal's online person-to-person payment system. E) Nike's use of celebrities to market their products.

94) Some experts believe that exposure to computers reduces intelligence and makes people dumb.

TRUE

95) Computer abuse refers to acts involving a computer that may not be illegal but are considered unethical.

TRUE

13) To monitor the status of internal operations and the firm's relations with the external environment, managers need which of the following types of system? A) DSS B) KWS C) TPS D) MIS E) BIS

81) The law of diminishing returns only applies to digital products. A) TRUE B) FALSE

58) A TPS is an information system that keeps track of all of the daily routine transactions of a business. A) TRUE B) FALSE

17) Routines are also called standard operating procedures. A) TRUE B) FALSE

20) A colleague at work takes small amounts of office supplies for her own personal use, saying that this is a tiny loss to the company. You tell her that if everyone were to take office supplies, then the loss would no longer be minimal. Your rationale expresses which of the following ethical principles? A) Kant's Categorical Imperative B) The Golden Rule C) The Risk Aversion Principle D) The "No free lunch" rule E) The slippery-slope rule

24) Which of the following would you use to forecast trends in your supplier's industry that could affect your firm over the next five years? A) ESS B) TPS C) MIS D) DSS E) KMS

36) Which of the following types of system would you use to manage relationships with your customers? A) CRM B) MIS C) CLE D) CLU E) KMS

42) Procter and Gamble uses InnovationNet for which of the following? A) To enhance its core competencies B) To benchmark its progress against competitors C) To create synergies with its suppliers D) To take advantage of network economics E) To establish a virtual company

45) Which of the following represent the primary activities of a firm? A) Inbound logistics, operations, outbound logistics, sales and marketing, and service B) Inbound logistics, operations, outbound logistics, technology, and service C) Procurement, inbound logistics, operations, technology, and outbound logistics D) Procurement, operations, technology, sales and marketing, and services E) Organization infrastructure, human resources, technology, and procurement

52) An organization's MIS and DSS supply an ESS with summarized information. A) TRUE B) FALSE

53) Advertisers use ________ in order to display more relevant ads based on a user's search and browsing history. A) behavioral targeting B) Web bugs C) NORA D) intelligent agents E) FIP principles

72) Information systems are used to enable new products and services via product differentiation. A) TRUE B) FALSE

74) UPS's use of web-based tools that allow customers to embed UPS functions such as tracking and cost calculations into their own Web sites is an information systems solution used to achieve customer intimacy. A) TRUE B) FALSE

77) When the output of some units in a firm can be used as inputs to other units, synergies develop, which can lower costs and generate profits. A) TRUE B) FALSE

78) ________ is a collaboration tool that supports remote (different place), synchronous (same time) collaboration. A) Video conferencing B) E-mail C) A MUD D) A wall display E) A virtual world

79) Feedback is output returned to appropriate members of the organization to help them evaluate or correct the input stage. A) TRUE B) FALSE

18) Thomas Friedman's description of the world as "flat" refers to: A) the flattening of economic and cultural advantages of developed countries. B) the use of the Internet and technology for instantaneous communication. C) the reduction in travel times and the ubiquity of global exchange and travel. D) the growth of globalization. E) the increased use of global currencies.

19) All of the following are steps in the process for analyzing an ethical issue except: A) assigning responsibility. B) identifying the stakeholders. C) identifying the options you can reasonably take. D) identifying and clearly describing the facts. E) identifying the potential consequences of your options.

26) Creating a marketing plan is an example of a business process. A) TRUE B) FALSE

39) The fundamental set of assumptions, values, and ways of doing things that has been accepted by most of a company's members is called its: A) culture. B) environment. C) atmosphere. D) business process. E) mission.

41) Using ________ to enable government relationships with citizens, businesses, and other arms of government is called e-government. A) the Internet and networking technologies B) e-commerce C) e-business D) any computerized technology E) telecommunications

51) Which of the following adjusts copyright laws to the Internet age by making it illegal to circumvent technology-based protections of copyrighted materials? A) Digital Millennium Copyright Act B) Privacy Act C) Freedom of Information Act D) Electronic Communications Privacy Act E) Computer Software Copyright Act

51) Which of the following is an example of a social complementary asset? A) Technology and service firms in adjacent markets B) Training programs C) Distributed decision-making rights D) Incentives for management innovation E) A strong IS development team

52) Which of the following statements about Flash cookies is not true? A) Flash cookies are installed only at the user's request. B) Flash cookies are stored on the user's computer. C) Flash cookies cannot be easily detected or deleted. D) Flash cookies are sometimes called super cookies. E) Flash cookies can be installed whenever a person clicks a Flash video.

57) Supply chain management systems are more externally oriented than enterprise systems. A) TRUE B) FALSE

76) Which of the following statements regarding IBM Notes is not true? A) It began as an e-mail and messaging client. B) It is a widely used collaboration tool at larger firms. C) It provides capabilities for wikis and microblogging. D) It provides tools for full version control of all company documentation. E) It is designed to provide security for sensitive corporate information.

81) A key word in social business is "conversations." A) TRUE B) FALSE

89) You work at the business headquarters for a chain of movie theaters. Describe this firm's information value chain. Short Answer:

An information value chain adds value to data at various stages, transforming it into valuable data. At a chain of movie theaters, data would be gathered from ticket sales and concession sales. Information systems would help transform this into meaningful information, such as determining the types of movies popular in certain regions, times and days of the week that people most often saw movies, what snacks were the most popular. This information would be valuable in making decisions, such as offering ticket discounts during less popular time slots and offering more popular snack items. Further feedback based on the results of these decisions could determine whether these decisions were effective.

22) Which of the following statements is not true? A) In 2015, American businesses invested about $1 trillion in information systems hardware, software, and telecommunications equipment. B) In 2015, American businesses spent $500 billion on business and management consulting and information technology services. C) Private business investment in information technology has grown from 21 percent of total invested capital in 1999 to 37 percent of all invested capital in 2015. D) Most of the business value of IT investment derives from organizational, management, and cultural changes inside firms. E) Much of the money spent by American businesses on business and management consulting involves redesigning firms' business operations to take advantage of new technologies.

27) All of the following are examples of business intelligence systems except a system that: A) summarizes and reports on a company's basic operations. B) tracks the flows of materials in a factory. C) focuses on problems that are unique and rapidly changing. D) compares total annual sales figures for specific products to planned targets. E) addresses nonroutine decisions.

1) Which of the following best describes how new information systems can result in legal gray areas? A) They work with networked, digital data, which are more difficult to control than information stored manually. B) They result in new situations that are not covered by old laws. C) They are implemented by technicians rather than managers. D) They are created from sets of logical and technological rules rather than social or organizational mores. E) They are little understood by politicians or lawyers.

11) If your main supplier was late in delivering goods, which type of system would you use to update your production schedule? A) ESS B) TPS C) MIS D) DSS E) BIS

12) The divergent viewpoints about how resources, rewards, and punishments should be distributed, and the struggles resulting from these differences are known as organizational: A) culture. B) politics. C) structure. D) environments. E) routines.

24) Which of the following statements is not true? A) Many Fortune 500 U.S. firms derive more than half their revenues from foreign operations. B) Most PCs manufactured in China use microprocessor chips manufactured in Korea. C) Eighty percent of the toys sold in the United States are manufactured in China. D) In 2015, 60 percent of Apple's revenue was generated outside of the United States. E) Technology companies are particularly dependent on offshore revenue.

25) Internet advertising is growing at approximately 5 percent a year. A) TRUE B) FALSE

25) Which model is used to describe the interaction of external forces that affect an organization's strategy and ability to compete? A) Network economics model B) Competitive forces model C) Competitive advantage model D) Demand control model E) Agency costs model

27) In order to be considered a digital firm, all of the firm's significant business relationships and core business processes must be digitally enabled. A) TRUE B) FALSE

31) A(n) ________ system collects data from various key business processes and stores the data in a single, comprehensive data repository, usable by other parts of the business. A) transaction processing B) enterprise C) automatic reporting D) management information E) knowledge management

45) Which of the following best describes the primary reason for implementing a new information system, from a business perspective? A) The system enables the firm to create new products and services. B) The system will create new value for the firm, beyond its costs. C) The system will automate key business processes. D) The system is in use by our primary competitors. E) The system integrates well with the Web.

47) You would use an MIS to help determine if your business should introduce a new product line. A) TRUE B) FALSE

48) "Look and feel" copyright infringement lawsuits are concerned with: A) the distinction between tangible and intangible ideas. B) the distinction between an idea and its expression. C) using the graphical elements of another product. D) using the creative elements of another product. E) violation of a monopoly on the ideas behind a product.

48) For nonroutine decision making, senior managers rely on management information systems. A) TRUE B) FALSE

49) Most transaction processing systems use sophisticated mathematical models or statistical techniques. A) TRUE B) FALSE

49) The NAI is an industry association formed to help with which of the following? A) Copyright protection B) Online privacy issues C) Patent protection D) Trademark protection E) Trade secret protection

64) Why does Amazon need to worry about competitors in online shopping? A) E-commerce is affected by the law of diminishing returns. B) Internet technologies are universal, and therefore usable by all companies. C) Internet shopping produces cost transparency. D) The Internet enables the production or sales of substitute products or services. E) The Internet increases switching costs.

65) Computers and programs are the only things required to produce the information an organization needs. A) TRUE B) FALSE

9) Walmart exemplifies the power of information systems coupled with state-of-the-art business practices and supportive management to achieve which of the following? A) New products and services B) Operational efficiency C) Survival D) Customer intimacy E) Competitive advantage

94) Disciplines that contribute to the technical approach to information systems include: A) computer science, engineering, and networking. B) operations research, management science, and computer science. C) engineering, utilization management, and computer science. D) management science, computer science, and engineering. E) economics, sociology, and psychology.

37) Which of the following is an example of raw data from an automobile manufacturer? A) An average of 120 Subarus sold daily in New York in 2016 B) 1,200 Subaru Outbacks sold during the first quarter 2016 in New York C) One Subaru Outback sold July 27, 2016 in Mohegan Lake, New York for $24,000 D) Annual sales of Subaru Outbacks increased 5.3 percent E) An average sale price of $25,500 for all Subaru Outbacks sold during July 2016 in Mohegan Lake, New York

46) Which of the following would not be a complementary asset for a solar panel manufacturer? A) International solar equipment certification standards B) Government funding for green technology C) Centralized hierarchical decision making D) Innovation-driven management team E) Subsidies for adoption of solar energy

47) Which of the following protects the authors of a book from having their work copied by others? A) Patent protection B) Due process C) Copyright law D) Fair Use Doctrine E) Trade Secret law

19) Which of the following types of information systems are especially suited to situations in which the procedure for arriving at a solution may not be fully defined in advance? A) MIS B) TPS C) DSS D) KMS E) RPS

58) Which of the following constitutes a managerial element in the UPS tracking system described in the chapter? A) Taking inventory B) Providing package status reports to customers C) The decision to use automation D) In-house package tracking software E) Ability to embed UPS functions in external sites

89) Which of the following terms refers to significant disparities in access to computers and the Internet among different social groups and different locations? A) CVS B) Technostress C) Digital divide D) RSI E) CTS

50) Which of the following is not protected by copyright law? A) Musical compositions B) Motion pictures C) Maps D) Artwork E) Machines

39) You manage the IT department at a small startup Internet advertiser. You need to set up an inexpensive system that allows customers to see real-time statistics such as views and click-throughs about their current banner ads. Which type of system will most efficiently provide a solution? A) CRM B) Enterprise system C) Extranet D) Intranet E) MIS

41) The Internet increases the bargaining power of customers by: A) creating new opportunities for building loyal customer bases. B) making more products available. C) making information available to everyone. D) lowering transaction costs. E) enabling the development of new services.

10) How much did American businesses spend on information systems hardware, software, and telecommunications equipment in 2015? A) About $100 million B) About $1 billion C) About $100 billion D) About $1 trillion E) About $10 trillion

96) Which of the following statements is not true? A) In 2016, the median wage for IT/MIS jobs is about $80,000. B) In the next eight years to 2024, IS/MIS will add about 500,000 jobs. C) Out of 114 occupations, MIS is ranked 15th in terms of salaries. D) In general, the technical occupations in IT are showing faster expansion than occupations involved with the management of IT. E) The growth of online software services and cloud computing is impacting the job prospects for computer programmers.

1) Which of the following is not one of the six strategic business objectives of information systems? A) New products and services B) Improved decision making C) Competitive advantage D) Improved employee morale E) Survival

12) Approximately what percent of U.S. businesses have some form of remote work program? A) About 15 percent B) About 25 percent C) About 35 percent D) About 60 percent E) About 75 percent

33) In 2010, the FTC added all of the following recommendations to its privacy guidelines except: A) firms should build products and services that protect privacy. B) firms should increase the transparency of their data collection. C) firms should require consumer consent and provide clear options to opt out of data collection. D) firms should limit the length of time that any personal data is stored to six months or less. E) consumers should be able to review and contest the accuracy and completeness of data.

35) Output: A) is feedback that has been processed to create meaningful information. B) is information that is returned to appropriate members of the organization to help them evaluate the input stage. C) transfers data to the people who will use it or to the activities for which it will be used. D) transfers processed information to the people who will use it or to the activities for which it will be used. E) converts raw input into a meaningful form.

53) Information systems enhance core competencies by: A) providing better reporting facilities. B) creating educational opportunities for management. C) allowing operational employees to interact with management. D) encouraging the sharing of knowledge across business units. E) fostering synergies among departments.

13) Which of the following statements about disruptive technologies is not true? A) Disruptive technologies radically change the business landscape and environment. B) Disruptive technologies may be substitute products that perform better than other products currently being produced. C) Disruptive technologies may sometimes simply extend the marketplace. D) Disruptive technologies may put entire industries out of business. E) Firms that invent disruptive technologies as first movers always become market leaders.

15) The term management information systems refers to a specific category of information systems serving: A) integrated data processing throughout the firm. B) transaction process reporting. C) employees with online access to historical records. D) the information technology function. E) middle management functions.

38) Which of the following is not a U.S. federal law affecting private institutions? A) COPPA B) HIPAA C) Gramm-Leach-Bliley Act D) Video Privacy Protection Act E) Computer Matching and Privacy Protection Act

32) The three activities in an information system that produce the information organizations use to control operations are: A) information, research, and analysis. B) input, output, and feedback. C) data, information, and analysis. D) data analysis, processing, and feedback. E) input, processing, and output.

55) Which of the following statements about network economics is not true? A) Uber is an example of a business model that is based on the principle of network economics. B) The law of diminishing returns does not always apply to every situation. C) From a network economics perspective, the value of a community of people grows as the number of participants in the community increases. D) Information technology can be strategically useful from a network economics perspective. E) In network economics, the marginal cost of adding new members to the network is higher than the marginal gain.

57) Which of the following is not a difficulty in establishing patent protection? A) Length of time required to receive protection B) The requirement that the work reflect some special understanding and contribution C) The requirement that the work must be original D) The requirement that the work must be novel E) The requirement that the work must be a secret

9) Which of the following is not an example of the potential dark side of big data? A) Police visits to individuals whom a computer system identified as likely to commit a crime in the future. B) Use of a device installed in a car to analyze driving habits. C) Use of a predictive modeling system that predicts life expectancy by using data about individual consumers' buying habits as well as personal and family medical histories. D) Use of computerized systems to filter and hire job applicants. E) Analyzing data from sensors installed in local parks to monitor soil moisture.

69) Software programs were unprotected by copyright law until the early 1990s.

FALSE

64) How have the technologies associated with e-business impacted government? Short Answer:

Governments on all levels are using Internet technology to deliver information and services to citizens, employees, and businesses with which they work. The term e-government refers to the application of the Internet and networking technologies to enable government and public sector agencies' relationships with citizens, businesses, and other arms of government digitally. In addition to improving delivery of government services, e-government can make government operations more efficient and empower citizens by giving them easier access to information and the ability to network digitally with other citizens. For example, citizens in some states can renew their driver's licenses or apply for unemployment benefits online, and the Internet has become a powerful tool for instantly mobilizing interest groups for political action and fund-raising.

14) Describe three technology trends that pose ethical issues, giving an example for each of its ethical or moral impact. Short Answer:

Mobile device growth: Individual cell phones may be tracked without user consent or knowledge Date storage costs rapidly declining: Organizations can easily maintain detailed databases on individuals, so there are no limits on the data collected about you Networking advances: The cost of moving data and making it accessible from anywhere falls exponentially, which makes access to data more difficult to control

86) You are a marketing manager for a national movie theater chain. Give an example of data that your department could use for creating meaningful information. What type of information could that data produce? Short Answer:

Movie ticket sales from individual theaters would be an example of raw data. Meaningful information from this would be: average number of tickets sold to seniors on certain days of the week.

99) Describe the sociotechnical view of management information systems. Short Answer:

Optimizing both the social and technical systems in production is when optimal organizational performance is achieved

88) This chapter discusses how each organization has its own culture and sets of values shared by most of its members. What kind of shared values might you find at a law firm? Short Answer:

Shared values at a law firm might be: The legal system works, the legal system is fair, lawyers help people, and people need help with the legal system because it is complicated.

100) Which academic disciplines contribute to the behavioral approach to information systems? Short Answer:

Sociologists, Psychologists, and Economists

63) A Facebook user's visit to a website can be tracked even if they do not click a Like button.

TRUE

73) Intranets link different systems and networks within a firm.

True

30) You are starting a small bike messenger company. Given your type of services (hand-delivering packages within a small geographical area), could your firm be a digital firm? If so, what would make this a digital firm? Short Answer:

Yes, the firm could be a digital firm. As long as most of its relationships with customers, employees, and suppliers are digitally enabled. For example, the company can use cell phones and information systems to order and organize deliveries and to connect and direct employees to track the deliveries.

65) Smart products are an example of the Internet of Things. A) TRUE B) FALSE

71) An efficient customer response system directly links consumer behavior to distribution and production and supply chains.

31) Identify and discuss the six ethical principles discussed in the chapter. Short Answer:

(1) Golden rule - do onto others as you would have them do onto you. (2) Kant's categorical imperative - if an action isn't right for everyone to take, than it is not right for anyone to take. (3) Slippery slope rule - If an action cannot be taken repeatedly it's not right to take at all. (4) Utilitarian principle - Take action that achieves higher or greater value than others. (5) Risk aversion principle - Taking an action that produces the least amount of harm or potential downside. (6) "No free lunch" Rule - virtually all tangible assets that are appealing are owned by someone, who most likely expects payment for use of them. Therefore, nothing is society is completely free.

13) Identify the five moral dimensions that are involved in political, social, and ethical issues and briefly describe each. Of these, which do you think is the most difficult for society to deal with? Support your opinion. Short Answer:

1) Information rights and obligations: What information rights do individuals and organizations possess with respect to themselves? What can they protect? (2) Property rights and obligations: How will traditional intellectual property rights be protected in a digital society in which tracing and accounting for ownership are difficult and ignoring such property rights is so easy? (3) Accountability and control: Who can and will be held accountable and liable for the harm done to individual and collective information and property rights? (4) System quality: What standards of data and system quality should we demand to protect individual rights and the safety of society? (5) Quality of life: What values should be preserved in an information and knowledge-based society? Which institutions should we protect from violation? Which cultural values and practices does the new information technology support? I think the hardest of these moral dimensions to deal with is quality of life, because it deals with changing values. It is extremely difficult to do this due to the fact that different groups have varying values. Values aren't one-size-fits-all, but are determined, instead, by age, race, ethnicity, religion, socioeconomic status, and many other factors. Because of this, it seems impossible to arrive at a majority consensus on which values and institutions should be protected, which means that many individuals will always be unhappy with the standard set.

23) List three organizational factors that can prevent a firm in fully realizing the benefits of a new information system, and provide examples for each. Short Answer:

1. Culture: All organizations have a foundation of unquestioned assumptions that define their goals and products. These assumptions include what products should be produced, how they should be produced, where and for whom they should be produced. Sharing the same cultural assumptions, agreement on other matters is more likely. Any changes that threaten or undermine these assumptions will most likely be met with resistance. For example, if a company stops paying overtime at time and a half, employees might feel undervalued and be less willing to work extra hours. 2. Politics: People in an organizations occupy different positions with different specialties, concerns, and perspectives. This means that they naturally have opposing views about how resources, rewards, and punishments should be distributed. This results in political struggles for resources, competition, and conflict within every organization. 3. Environments: Organizations reside in environments which they draw resources and to which they supply goods and services. Organization and environments have a reciprocal relationship, meaning that organizations are depended on the social and physical environment and organizations can influence their environment. For example, business firms form alliances with other businesses to influence the political process (they advertise to influence customer acceptance of their products.)

70) You need to know something about the hierarchy and culture of the company in order to understand how a specific business firm uses information systems. A) TRUE B) FALSE

61) Identify and discuss the major types of information systems that serve the main management groups within a business. What are the relationships among these systems? Short Answer:

1. Transaction processing systems, such as payroll or order processing, track the flow of the daily routing transactions that are necessary to conduct business. 2. Management information systems (MIS) provide the management control level with reports and access to the organization's current performance and historical records. Most MIS reports condense information from TPS and are not highly analytical 3. Decision-support systems (DSS) support management decisions when these decisions are unique, rapidly changing, and not specified easily in advance. They have more advanced analytical models and data analysis capabilities than MIS and often draw on information from external as well as internal sources. 4. Executive support systems (ESS) support senior management by providing data of greatest importance to senior management decision makers, often in the form of graphs and charts delivered via portals. They have limited analytical capabilities, but can draw on sophisticated graphic software and many sources of internal and external information. The various types of systems in this organization exchange data with one another. TPS are a major source of data for other systems, especially MIS and DSS. ESS's primarily receive data from lower level systems.

37) Which of the following U.S. laws gives patients access to personal medical records and the right to authorize how this information can be used or disclosed? A) HIPAA B) Gramm-Leach-Bliley Act C) Privacy Protection Act D) Freedom of Information Act E) COPPA

57) Which of the following is an example of a keystone firm within a business ecosystem? A) Apple in the mobile platform ecosystem B) GUESS and the fashion ecosystem C) Citibank and the ATM ecosystem D) American Airlines and the computerized reservation ecosystem E) Nike and the athletic apparel ecosystem

64) Information technology (IT) consists of all hardware and software that a firm needs to use in order to achieve its business objectives. A) TRUE B) FALSE

7) Which of the following is the key business metric behind the technologies implemented by Kroger, as discussed in the chapter-opening case? A) Higher customer satisfaction levels B) Survival C) Improved employee morale D) Improved decision making E) Reduced cost of supplies

82) An example of a remote, synchronous collaboration tool is a Skype conference call using VOIP and webcams. A) TRUE B) FALSE

96) Sociologists study information systems with an eye to understanding: A) how systems affect individuals, groups, and organizations. B) how human decision makers perceive and use formal information. C) how new information systems change the control and cost structures within the firm. D) the production of digital goods. E) mathematically based models and physical technology.

14) A(n) ________ is typically a major source of data for other systems. A) TPS B) MIS C) ESS D) DSS E) KMS

14) As discussed in the chapter opening case, which of the following statements about Verizon is not true? A) Verizon is focusing on satellite-based television in its competition with AT&T. B) Verizon claims that its wireless network is the largest and most reliable in the United States. C) Verizon is investing in upgrading its high-speed networks. D) Verizon sees mobile ads and video as an investment for the future. E) Verizon offers a standalone video service.

15) All organizations have bedrock, unquestioned assumptions that define their goals and products. A) TRUE B) FALSE

16) A professional bureaucracy is a knowledge-based organization where goods and services depend on the expertise and knowledge of professionals. A) TRUE B) FALSE

16) Which of the following would you use in order to determine which of your suppliers has the best and worst records for keeping to your production schedule? A) MIS B) TPS C) UPS D) DSS E) CRM

16) ________ means that you accept the potential costs and obligations for the decisions you make. A) Responsibility B) Accountability C) Liability D) Due process E) Duty

20) All of the following statements are true about information technology's impact on business firms except: A) it helps firms expand in size. B) it helps firms lower the cost of market participation. C) it helps reduce internal management costs. D) it helps reduce transaction costs. E) it helps reduce agency costs.

22) An ESS supports which of the following? A) Long-range planning activities of senior management B) Knowledge and data workers in an organization C) Decision making and administrative activities of middle managers D) Day-to-day processes of production E) Transactional needs of the organization

25) Which ethical rule states that if an action cannot be taken repeatedly, it is not right to take at all? A) Slippery-slope rule B) Lemming rule C) High-failure cost rule D) Utilitarian principle E) Golden Rule

26) Using the Internet to buy or sell goods is called: A) e-commerce. B) e-business. C) an intranet. D) an extranet. E) e-government.

28) A business model describes how a company produces, delivers, and sells a product or service to create wealth. A) TRUE B) FALSE

29) Private business investment in information technology constituted 37 percent of all invested capital in 2015. A) TRUE B) FALSE

29) Which of the following substitute products would be of most concern for a cable TV distributor? A) Satellite TV B) Broadcast TV C) Satellite radio D) The Internet E) Terrestrial radio

3) The obligations that individuals and organizations have concerning rights to intellectual property involve which of the following moral dimensions of the information age? A) Property rights and obligations B) System quality C) Accountability and control D) Information rights and obligations E) Quality of life

31) A firm can exercise greater control over its suppliers by having: A) more suppliers. B) fewer suppliers. C) global suppliers. D) local suppliers. E) only a single supplier.

32) Amazon's use of the Internet as a platform to sell books more efficiently than traditional bookstores illustrates which of the following strategies? A) Low-cost leadership B) Marketing effectiveness C) Focusing on market niche D) Strengthening supplier intimacy E) Developing synergies

33) RFID sensor-generated data on stored food items such as storage location is an example of: A) raw input. B) raw output. C) customer and product data. D) sales information. E) information systems.

34) Which of the following restricts the information that the U.S. federal government can collect about an individual and regulates what it can do with the information? A) The Privacy Act B) The Gramm-Leach-Bliley Act C) The Freedom of Information Act D) COPPA E) HIPPA

34) Which of the following types of system enables management to make better decisions regarding organizing and scheduling sourcing, production, and distribution? A) SCM B) TPS C) KMS D) ERP E) MIS

38) You have been hired by BizCom, a business communications consultancy that services many clients in different industries throughout the United States, to help it improve its profit margin. BizCom provides customized recommendations for the best use of a client's existing resources for improving internal communications, typically delivered via documentation in different media. The company has approximately 50 consultants, all of whom are located in its central headquarters in Alexandria, Virginia. What type of system do you recommend that BizCom install to improve its business processes and increase its profit margin? A) An extranet, to enable quick collaboration over the Internet, minimize the time spent communicating with the client, and minimize the amount of paperwork needed B) A CRM, to maintain easily accessible customer records to minimize the time spent looking for client data C) A KMS, for minimizing redundant work on similar clients D) A marketing system, for improving sales levels E) A TPS, to help manage all daily activities and transactions

42) The Online Privacy Alliance: A) encourages self-regulation to develop a set of privacy guidelines for its members. B) protects user privacy during interactions with websites. C) has established technical guidelines for ensuring privacy. D) is a government agency regulating the use of customer information. E) is a safe harbor program established by the U.S. government.

43) Which of the following statements about Plan International's new human resources system, as described in the chapter case, is not true? A) It took six months to implement a working system at Plan International's international headquarters. B) The new system helps manage grants and donations received by Plan International. C) The new system is cloud-based and delivers information on a secure mobile platform. D) The new system enables employees to update their own personal information. E) The new system provides a bird's-eye view of the entire Plan workforce.

44) Transaction-level information is essential for operational management to be able to direct the day-to-day operations of the business. A) TRUE B) FALSE

47) Which of the following would a company employ to measure and compare its business processes to similar processes of other companies within their industry? A) Benchmarking B) Best practices C) Value chain analysis D) Strategic systems analysis E) Secondary activities

48) In ________, raw data is systematically acquired and transformed during various stages that add value to that information. A) an information value chain B) the firm value chain C) information processing D) the feedback process E) the dissemination process

49) Information systems can be used at the industry level to achieve strategic advantage by: A) building industrywide, IT-supported consortia and symposia. B) raising the bargaining power of suppliers. C) encouraging the entry of new competitors. D) enforcing standards that reduce the differences between competitors. E) decreasing switching costs.

5) According to the chapter case, ABB decided to switch from its existing corporate intranet for all of the following reasons except: A) the intranet was too expensive to maintain. B) the intranet was too static and outmoded to meet its current needs. C) the intranet had poor capabilities for searching for information. D) the intranet lacked collaboration tools. E) the intranet was confusing and inefficient.

50) In network economics, the value of a commercial software vendor's software products: A) increases as more people use them. B) decreases as more people use them. C) increases due to higher marginal gain in output. D) decreases according to the law of diminishing returns. E) is unrelated to the number of people that use them.

50) Managers can use DSS to make decisions about problems that are unusual and not easily specified in advance. A) TRUE B) FALSE

50) Which of the following is an example of an organizational complementary asset? A) Using the appropriate business model B) A collaborative work environment C) Laws and regulations D) The Internet and telecommunications infrastructure E) Strong senior management

53) Which of the following would not be used as an input for an information system? A) Digital dashboard B) Tablet computer C) Bar code scanner D) Smartphone E) RFID reader

55) Enterprise applications integrate information from multiple functions and business processes to enhance the performance of the organization as a whole. A) TRUE B) FALSE

56) A virtual company: A) uses networks to link people, assets, and ideas. B) uses Internet technology to maintain a virtual storefront. C) uses Internet technology to maintain a networked community of users. D) provides entirely Internet-driven services or virtual products. E) is limited by traditional organizational boundaries.

57) Which of the following constitutes an organizational element in the UPS tracking system described in the chapter? A) The specification of procedures for identifying packages with sender and recipient information B) Monitoring service levels C) Promoting the company strategy of low-cost, superior service D) The use of handheld computers and networks for managing package delivery E) A web-based Post Sales Order Management System

58) ________ is a competitive strategy for creating brand loyalty by developing new and unique products and services that are not easily duplicated by competitors. A) Product differentiation B) Low-cost leadership C) Focusing on market niche D) Strengthening customer intimacy E) Strengthening supplier intimacy

66) A company's competitive advantages ultimately translate into higher stock market valuations than its competitors. A) TRUE B) FALSE

67) The three main dimensions of information systems are management, organizations, and information technology. A) TRUE B) FALSE

68) Customers are one of the competitive forces that affect an organization's ability to compete. A) TRUE B) FALSE

7) One example of a business process is shipping a product to a customer. A) TRUE B) FALSE

82) Which of the following resulted in an outage for Netflix customers on Christmas Eve 2012? A) A failure of Amazon's cloud computing service B) A failure of Netflix's recommendation engine software C) A blackout at Netflix's primary data center D) A hacking attack E) A bug in Netflix's credit card processing system

83) Global firms can collaborate from different locations at the same time using synchronous collaboration tools. A) TRUE B) FALSE

83) Smart products generally raise switching costs. A) TRUE B) FALSE

88) Redesigning and automating business processes can be seen as a double-edged sword because: A) increases in efficiency may be accompanied by job losses. B) increases in efficiency may be accompanied by poor data quality. C) support for middle-management decision making may be offset by poor data quality. D) reliance on technology results in the loss of hands-on knowledge. E) it can concentrate power in the hands of senior executives.

90) CVS refers to: A) eyestrain related to computer display screen use. B) a business practice that attempts to evaluate the intangible values of computer systems. C) carpal vision syndrome. D) a type of antivirus protection software. E) wrist injuries brought about by incorrect hand position when using a keyboard.

93) Which of the following is a firm's CPO responsible for? A) Ensuring that the company complies with existing data privacy laws B) Making better use of existing knowledge in organizational and management processes C) Enforcing the firm's information security policy D) Overseeing the use of information technology in the firm E) Acting as liaison between the information systems group and the rest of the company

97) The number of IS/MIS jobs is projected to grow 50% faster than the average job growth for the economy as a whole in the next eight years. A) TRUE B) FALSE

98) In 2016, the median wage for IT/MIS jobs is about twice the level for all occupations. A) TRUE B) FALSE

98) The behavioral approach to information systems focuses on analyzing the psychological, social, and economic impacts of systems rather than the technical aspects. A) TRUE B) FALSE

91) Define and describe a business ecosystem. Give an example of a business ecosystem. Short Answer:

A business ecosystem is a collection of loosely coupled but interdependent industries (suppliers, distributors, technology manufacturers, etc.) that provides related services and products. It is similar to a value web, except that cooperation takes place across many industries rather than many firms. Business ecosystems can be characterized as having one or a few keystone firms that dominate the ecosystem and create the platforms used by other niche firms. Keystone firms in the Microsoft ecosystem include Microsoft and technology producers such as Intel and IBM. Niche firms include thousands of software application firms, software developers, service firms, networking firms, and consulting firms that both support and rely on the Microsoft products. Another example of a business ecosystem is the mobile Internet platform. In this ecosystem there are four industries: device makers (Apple iPhone, Samsung, Motorola, LG, and others), wireless telecommunication firms (AT&T, Verizon, T-Mobile, Sprint, and others), independent software applications providers (generally small firms selling games, applications, and ring tones), and Internet service providers (who participate as providers of Internet service to the mobile platform).

87) Define business process. What might be a business process used at a hospital? Short Answer:

A business process is a set of logically related tasks and behaviors for accomplishing work. Hiring a new employee, customer intake, and filing medical records are examples of business processes at a hospital.

100) What are some of the potential health risks associated with use of computers? Short Answer:

A common occupational disease today is repetitive stress injury (RSI). RSI occurs when muscle groups are forced through repetitive actions often with high-impact loads (such as tennis) or tens of thousands of repetitions under low-impact loads (such as working at a computer keyboard). The incidence of repetitive stress syndrome is estimated to be as much as one-third of the labor force and accounts for one-third of all disability cases. The single largest source of RSI is computer keyboards. The most common kind of computer-related RSI is carpal tunnel syndrome (CTS), in which pressure on the median nerve through the wrist's bony structure, called a carpal tunnel, produces pain. The pressure is caused by constant repetition of keystrokes. Symptoms of carpal tunnel syndrome include numbness, shooting pain, inability to grasp objects, and tingling. Millions of workers have been diagnosed with carpal tunnel syndrome. It affects an estimated 3 percent to 6 percent of the workforce. RSI is not the only occupational illness computers cause. Back and neck pain, leg stress, and foot pain also result from poor ergonomic designs of workstations. Computer vision syndrome (CVS) refers to any eyestrain condition related to display screen use in desktop computers, laptops, e-readers, smartphones, and handheld video games. CVS affects about 90 percent of people who spend three hours or more per day at a computer. Its symptoms, which are usually temporary, include headaches, blurred vision, and dry and irritated eyes.

78) Describe how a cookie works. Short Answer:

A cookie works as follows: A user opens a web browser and selects a website to visit. The user's computer sends a request for information to the server running the website. At the same time the server sends a cookie—a data file containing information like an encrypted user ID and information about when the user visited and what he did on the site. The user's computer receives the cookie and places it in a file on the hard drive. Whenever the user goes back to the website, the server running the site retrieves the cookie to help identify the user.

89) How is the concept of core competency relevant to ABC Computers, a local computer store that repairs and builds custom computers? Give examples. Short Answer:

A core competency is an activity for which a company is a world leader, and from this perspective, ABC Computers does not have a core competency, as there are thousands of similar firms with longer track records. However, it might be good business practice for ABC Computers to define its core competencies in ways that differentiate its products from those of competitors and enable it to provide superior service or products. In defining a core competency, the business management can then determine ways to enable employees to understand and reach higher levels of quality production and service. For example, ABC Computers might define a core competency as being able to advise customers as to the types of system they really need, and ABC Computers could engage in knowledge gathering activities to help employees assess customer need.

65) What is a digital dashboard, and why are they becoming an increasingly popular tool? Short Answer:

A digital dashboard displays information graphical information and charts of key performance indicators on a single screen. They are becoming increasingly popular because they provide comprehensive and accurate information for decision making that helps managers quickly spot areas that need attention.

90) How does a company's use of information systems affect its corporate strategies? Provide an example. Short Answer:

A firm's ability to effectively use information technology is interdependent with its ability to implement corporate strategies and achieve corporate goals. More and more, the ability to compete and succeed depends on a company's ability to implement technology. What a business would like to do in the future can depends on what its systems will be able to do. Examples of this might be a company who invests in information systems that enable it to create new products or to make its distribution system more efficient, allowing the company to become the low-cost producer.

24) What is agency theory? How does information technology enable a firm to reduce agency costs? Short Answer:

Agency theory - economic theory that views the firm as a nexus of contracts among self-interested individuals who must be supervised and managed Information technology reduces the costs of acquiring and analyzing information, which allows organizations to reduces agency costs because it becomes easier for managers to oversee a greater number of employees. This, overall, lowers agency costs. In the long run, firms should have fewer middle managers and higher revenue per employee, if they've invested in IT.

16) The enormous volume of data generated by Internet activity, such as web traffic, email, and social media is referred to as: A) IoT. B) big data. C) the mobile digital platform. D) cloud computing. E) business intelligence.

17) ________ is a feature of social institutions that means mechanisms are in place to determine responsibility for an action. A) Due process B) Accountability C) The courts of appeal D) The judicial system E) Liability

33) The four major competitive strategies are: A) low-cost leadership, substitute products and services, customers; and suppliers. B) low-cost leadership, product differentiation, focus on market niche, and customer and supplier intimacy. C) new market entrants, substitute products and services, customers, and suppliers. D) low-cost leadership, new market entrants, product differentiation, and focus on market niche. E) customers, suppliers, new market entrants, and substitute products.

33) ________ systems are also known as enterprise systems. A) Resource planning B) Enterprise resource planning C) Enterprise support D) Management information E) Decision-support

42) In ________, digital technology and the Internet are used to execute the major business processes in the enterprise. A) e-commerce B) e-business C) enterprise applications D) MIS E) SCM

43) Maintaining the organization's financial records is a central purpose of which main business function? A) Manufacturing and accounting B) Finance and accounting C) Sales and manufacturing D) Finance and sales E) Human resources

46) A DSS is most commonly used by the operations management level of an organization. A) TRUE B) FALSE

54) The idea that the more any given resource is applied to production, the lower the marginal gain in output, until a point is reached where the additional inputs produce no additional output, is referred to as: A) the point of no return. B) the law of diminishing returns. C) supply and demand. D) network inelasticity. E) virtual economics.

60) The ________ model highlights the primary or support activities that add a margin of value to a firm's products or services where information systems can best be applied to achieve a competitive advantage. A) competitive forces B) value chain C) bargaining power D) new entrant E) rivalry

67) The competitive forces model cannot be used to analyze modern digital firms which face new competitive forces that are not true of traditional firms. A) TRUE B) FALSE

72) Which of the following decisions requires knowledge based on collaboration and interaction? A) How long will it take to manufacture this product? B) Should we work with outside vendors on new products and services? C) In which geographical locations are our products garnering the most sales? D) Which product design is the most efficient for the user in terms of energy use? E) How can we produce this product more cheaply?

86) The U.S. CAN-SPAM Act: A) makes spamming illegal. B) requires commercial email senders to identify themselves. C) has dramatically cut down spamming. D) does not override state anti-spamming laws. E) does not outlaw the use of fake return addresses.

14) Which of the following statements about digital firms is not true? A) In digital firms, time shifting and space shifting are the norm. B) Today, most firms are fully digital. C) Digital firms offer extraordinary opportunities for flexible global organization and management. D) Digital firms sense and respond to their environments more rapidly than traditional firms. E) Digital firms have more flexibility to survive in turbulent times.

18) ________ is a feature of law-governed society and involves having laws that are known and understood, along with the ability to appeal to higher authorities to ensure that the laws are applied correctly. A) Liability B) Due process C) Responsibility D) Accountability E) The judicial system

2) Verizon's use of a web-based digital dashboard to provide managers with precise real-time information enabled it to improve which of the following? A) Compliance with regulations B) Managerial decision making C) Efficiency in creation of new products D) Employee morale E) Intimacy with its suppliers

2) Which of the following best describes the effect that new information technology has on society? A) It has a dampening effect on the discourse of business ethics. B) It has a ripple effect, raising new ethical, social, and political issues. C) It is beneficial for society as a whole, while raising dilemmas for consumers. D) It has a waterfall effect in raising ever more complex ethical issues. E) It has a magnifying effect, creating increasing numbers of ethical issues.

21) A man steals from a grocery store in order to feed his starving family. Which of the following best expresses the utilitarian principle in evaluating this situation? A) His action is acceptable, because the grocer suffers the least harm. B) His action is acceptable, because the higher social value is the survival of the family. C) His action is wrong, because the man would not want the grocer to steal from him. D) His action is wrong, because if everyone were to do this, the concept of personal property is defeated. E) His action is wrong, because the grocery store owner is harmed.

23) Which of the following systems would you expect to deliver integrated, personalized business content through a web-based interface? A) TPS B) ESS C) MIS D) DSS E) SCM

24) According to ________, you should take the action that produces the least harm. A) Kant's categorical imperative B) the risk aversion principle C) the utilitarian principle D) the Golden Rule E) the "no free lunch" rule

29) What is the most important function of an enterprise application? A) Increasing speed of communicating B) Enabling business functions and departments to share information C) Enabling a company to work collaboratively with customers and suppliers D) Enabling cost-effective e-business processes E) Enabling inventory and supply chain management

35) Firms use a ________ strategy to provide a specialized product or service for a narrow target market better than competitors. A) product differentiation B) market niche C) mass customization D) process efficiency E) low-cost leadership

35) Which type of system integrates supplier, manufacturer, distributor, and customer logistics processes? A) Collaborative distribution system B) Supply chain management system C) Reverse logistics system D) Enterprise planning system E) Transaction processing system

36) Converting raw data into a more meaningful form is called: A) capturing. B) processing. C) organizing. D) feedback. E) analysis.

38) In a hierarchical organization, the upper level consists of: A) scientists. B) senior management. C) professional employees. D) data workers. E) knowledge workers.

40) When a cookie is created during a website visit, it is stored: A) on the website's server. B) on the hard drive of the visitor's computer. C) on the ISP's servers. D) in the browser's application settings. E) nowhere, because they are only used during a visit and are discarded once a visitor leaves the Web site.

40) Which of the following types of system helps coordinate the flow of information between the firm and its suppliers and customers? A) Intranet B) Extranet C) KMS D) TPS E) DSS

43) In the ________ model of informed consent, personal information can be collected until the consumer specifically requests that his or her data not be collected. A) opt-in B) opt-out C) P3P D) PGP E) safe harbor

45) Cross-functional systems are being phased out in favor of systems that support business processes within a single functional group, such as human resources. A) TRUE B) FALSE

52) Which of the following is an example of synergy in business? A) Amazon's use of the Internet to sell books B) Bank of America acquiring Countrywide Financial to reach a large pool of new customers C) Blockbuster combining traditional video rental with online video rental D) Walmart's order entry and inventory management system to coordinate with suppliers E) Nike's use of technology to improve its product offerings

53) Operational managers use ESS primarily to solve specific problems. A) TRUE B) FALSE

54) The three principal levels within a business organization hierarchy are: A) senior management, operational management, and service workers. B) senior management, middle management, and operational management. C) senior management, operational management, and information systems. D) senior management, middle management, and service workers. E) senior management, data workers, and service workers.

54) ________ prohibits an organization from collecting any personal information unless the individual specifically takes action to approve information collection and use. A) A safe harbor B) The opt-in model C) FIP principles D) P3P E) The opt-out model

56) An SCM is considered to be an intraorganizational system because it manages information that flows between different companies. A) TRUE B) FALSE

56) Which main business function is responsible for maintaining employee records? A) Sales and marketing B) Human resources C) Finance and accounting D) Manufacturing and production E) Middle management

59) An inventory control system is an example of an MIS. A) TRUE B) FALSE

6) Identifying customers is a business process handled by the human resources function. A) TRUE B) FALSE

60) Which of the following is a service provided by the Internet that uses universally accepted standards for storing, retrieving, formatting, and displaying information in a page format? A) HTML B) The World Wide Web C) E-mail D) An extranet E) FTP

66) Information systems literacy focuses primarily on knowledge of information technology. A) TRUE B) FALSE

68) Knowledge workers make long-range strategic decisions about products and services. A) TRUE B) FALSE

69) High product differentiation is a sign of a transparent marketplace. A) TRUE B) FALSE

70) The effect of the Internet has been to decrease the bargaining power of customers. A) TRUE B) FALSE

71) All business processes are formally documented by an organization. A) TRUE B) FALSE

74) Switching costs decrease when customers are strongly linked to products and platforms. A) TRUE B) FALSE

75) There is little variation in returns on IT investment across firms. A) TRUE B) FALSE

76) In the value chain model, support activities are most directly related to the production and distribution of the firm's products and services, which create value for the customer. A) TRUE B) FALSE

78) Data is information that has been shaped into a form that is meaningful to human beings. A) TRUE B) FALSE

79) According to the chapter case, which of the following statements about Cisco's IX5000 telepresence system is not true? A) No special changes to a room are required to install the IX5000 system. B) A six-seat IX500 system costs about $500,000. C) The IX5000 system is able to capture an entire room in fine detail. D) The IX5000 system needs only half the power, installation time, and data transmission capacity (bandwidth) as Cisco's previous telepresence systems. E) Produban was the first company to deploy the IX5000 system.

80) Production tasks are coordinated through the use of social networks in social business. A) TRUE B) FALSE

81) Middle managers make long-range strategic decisions about the firm's products and services. A) TRUE B) FALSE

84) Mintzberg's classification identifies five forces in an industry's environment that affect the strategic position of a firm. A) TRUE B) FALSE

97) Psychologists study information systems with an eye to understanding: A) how systems affect individuals, groups, and organizations. B) how human decision makers perceive and use formal information. C) how new information systems change the control and cost structures within the firm. D) the production of digital goods. E) mathematically based models and physical technology.

97) Research has shown that a majority of firms are able to align their information technology with their business goals. A) TRUE B) FALSE

98) The use of Internet technologies allows companies to more easily sustain competitive advantage. A) TRUE B) FALSE

74) COPPA is a set of five principles developed by the FTC that most American and European privacy law is based on.

FALSE

86) You are consulting with the owner of Better Fitness, a national chain of gyms. What strategies might Better Fitness use in applying information services to achieve a competitive advantage? Short Answer:

Better Fitness could use computers, smart products and mobile apps to monitor and evaluate health and fitness of members and customize workouts in product differentiation strategy. They could use information systems for sales and marketing data research in order to define a niche market that would bring greater profits. They could allow customers to review their health data and add additional information or view statistics to create customer intimacy. If the individual gyms are franchises, then a network could be used for franchisees to share data and research new sales tactics, etc.

8) What is the connection between organizations, information systems, and business processes? Short Answer:

Business processes refer to the manner in which work activities are organized, coordinated, and focused to produce a specific business result. They also represent unique ways in which organizations coordinate work, information, and knowledge and the ways in which management chooses to coordinate work. Managers need to pay attention to business processes because they determine how well the organization can execute, and thus are a potential source for strategic success or failures. Although each of the major business functions has its own set of business processes, many other business processes are cross functional. Information systems can help organizations achieve great efficiencies by automating parts of these processes or by helping organizations rethink and streamline them. Firms can become more flexible and efficient by coordinating and integrating their business processes to improve management of resources and customer service.

10) Which of the following is an example of a divisionalized bureaucracy? A) Startup firm B) University C) Fortune 500 firm D) Midsize manufacturer E) Consulting firm

12) You have been hired by a non-profit agency to implement a system to handle their donations. The system must be able to handle and record telephone, SMS, and Internet donations, provide up-to-the-minute reports, and create highly customizable mailing lists. In addition, event fundraisers need to be able to quickly access a donor's information and history. Which of the following systems will best meet these needs? A) TPS B) TPS with DSS capabilities C) TPS with MIS capabilities D) TPS with ESS capabilities E) DSS with MIS capabilities

19) In 2015, what percent of the U.S. economy resulted from foreign trade? A) 10 percent B) 25 percent C) 30 percent D) 50 percent E) 66 percent

27) All of the following are competitive forces in Porter's model except: A) suppliers. B) new market entrants. C) external environment. D) customers. E) substitute products.

34) The total number of food items with storage temperatures problems is an example of which of the following? A) Input B) Raw data C) Meaningful information D) Feedback E) Processing

49) A corporation that funds a political action committee, which in turn promotes and funds a political candidate who agrees with the values of that corporation, could be seen as investing in which main category of complementary assets? A) Managerial B) Governmental C) Social D) Organizational E) Auxiliary

52) Which of the following roles in a firm would be least affected by using mobile devices to access firm information systems? A) Senior executives B) Sales executives C) Production workers D) Operational managers E) Knowledge workers

55) Personnel who design new products or services for a firm belong to which level of a business hierarchy? A) Middle management B) Production workers C) Knowledge workers D) Data workers E) Service workers

92) The ________ helps design programs and systems to find new sources of knowledge or to make better use of existing knowledge in organizational and management processes. A) CTO B) CSO C) CKO D) CPO E) CEO

1) Producing a bill of materials is a business process in which of the following functional areas? A) Finance and accounting B) Human resources C) Manufacturing and production D) Research and development E) Sales and marketing

1) The interaction between information technology and organizations is influenced: A) solely by the decision making of middle and senior managers. B) by the development of new information technologies. C) by many factors, including structure, politics, culture, and environment. D) by two main macroeconomic forces: capital and labor. E) by the rate of growth of the organization.

11) To make sure they stock clothes that their customers will purchase, a department store implements a new application that analyzes spending levels at their stores and cross-references this data to popular clothing styles. Which of the following business objectives is this information intended to support? A) Customer intimacy B) Survival C) Operational excellence D) Improved decision making E) New products and services

15) A firm that must invest in new information systems capabilities in order to comply with federal legislation is investing to achieve which business objective? A) Customer intimacy B) Operational excellence C) Survival D) Creation of new products E) Improved decision making

17) Which of the following is not one of the current changes taking place in information systems technology? A) Growing business use of big data B) Growth in cloud computing C) Growth in the PC platform D) Emerging mobile digital platform E) Increased usage of data generated by the Internet of Things

2) Which of the following is an example of a cross-functional business process? A) Identifying customers B) Transporting the product C) Creating a new product D) Assembling a product E) Paying creditors

20) Which type of information system would you use to forecast the return on investment if your firm planned to switch to a new supplier that offered products at a lower cost? A) ESS B) TPS C) MIS D) CRM E) DSS

23) Approximately how many Americans access the Internet using a smartphone or tablet? A) 118 million B) 172 million C) 194 million D) 220 million E) 258 million

37) Which of the following would you use to consolidate the relevant knowledge and experience in the firm and make it available to improve business processes and management decision making? A) TPS B) An extranet C) KMS D) CRM E) MIS

42) Networking and telecommunications technologies, along with computer hardware, software, data management technology, and the people required to run and manage them, constitute an organization's: A) data management environment. B) networked environment. C) information technology (IT) infrastructure. D) information system. E) culture.

43) Which of the following is a competitive force challenging the publishing industry? A) Positioning and rivalry among competitors B) Low cost of entry C) Substitute products or services D) Customers' bargaining power E) Suppliers' bargaining power

5) Which of the following is not one of the current key technology trends that raises ethical issues? A) Data storage improvements B) Data analysis advancements C) Increase in data quality D) Increase in use of mobile devices E) Advances in networking technology

55) ________ grants the owner exclusive ownership of the ideas behind an invention for 20 years. A) Copyright law B) Trademark law C) Patent law D) Trade secret protection E) Privacy law

6) Competitors were seeking which of the following business objectives when they rushed to provide ATMs after Citibank introduced the first ATMs in New York? A) Improved efficiency B) Customer and supplier intimacy C) Survival D) Competitive advantage E) Improved decision making

67) SVF uses which of the following collaboration tools? A) EMC Documentum eRoom B) IBM Notes C) Microsoft SharePoint Online D) Microsoft Yammer E) Salesforce Chatter

68) Which of the following is the greatest obstacle in enabling collaboration between employees at different, distant corporate locations? A) Privacy B) Permissions C) Time zones D) Language E) Corporate culture

70) Which of the following statements about collaboration is not true? A) In business, a collaboration can last as little as a few minutes. B) Business collaboration relies on the formation of teams that are assigned a specific task or goal. C) Successful collaboration can be achieved through technology regardless of the organization's culture or structure. D) One business benefit of collaboration is improved innovation. E) Businesses need special systems for collaboration.

8) Under Mintzberg's classification of organizational structure, knowledge-based organizations fall under the category of: A) entrepreneurial structures. B) divisionalized bureaucracies. C) professional bureaucracies. D) adhocracies. E) machine bureaucracies.

8) Which of the following is a data analysis technology that finds hidden connections between data in disparate sources? A) HIPAA B) FIP C) NORA D) COPPA E) Spyware

89) The principal liaison between the information systems groups and the rest of the organization is a(n): A) programmer. B) information systems manager. C) systems analyst. D) CTO. E) CIO.

91) Which of the following occurs when muscle groups are forced through tens of thousands of repetitions under low-impact loads? A) CTS B) CVS C) RSI D) Technostress E) RSS

95) You are consulting for a natural food products distributor who is interested in determining the benefits it could achieve from implementing new information systems. What will you advise as the first step? A) Identify the business ecosystem the distributor is in B) Implement a strategic transition to the new system C) Perform a strategic systems analysis D) Benchmark existing systems E) Set up a strategic transition

84) You have been hired to work with 8 employees from different branches of a national business to help create a web application to be used to train new sales employees. Identify six collaboration tools that are available to help the team work together. Which single tool would be the most helpful for the project, in your opinion, and why? Short Answer:

Collaboration tools include e-mail and instant messaging; social networking; wikis; virtual worlds, collaboration platforms such as virtual meeting systems, Google Apps/Google Sites. The most helpful of these might be a collaboration platform because it would enable people to have discussions, calendars, conferences, and share documents.

92) Select a popular product or company that you are familiar with, such as Apple's iPad. Apply Porter's competitive forces model to that product and/or company. Which of the four generic strategies is the company using? Short Answer:

Competitors to the iPad include the Microsoft Surface and many others, but few as widely known. New market entrants: There is not a huge barrier to entry in this field; many other technology companies offer tablet computers. Substitute products and services: Smartphones are a substitute product or service. Customers: The iPad still has the highest brand recognition among consumers, diminishing the bargaining power of customers. However, this advantage has diminished as other similar products that are as well designed enter the marketplace. In terms of the iPad, Apple seems to be focused on product differentiation by creating a product with unique features and capabilities.

93) What are complementary assets and how does investment in them impact returns on technology investments? Short Answer:

Complementary assets are those assets required to derive value from a primary investment. Research indicates that firms that support their technology investments with investments in complementary assets, such as new business models, new business processes, management behavior, organizational culture, or training, receive superior returns, whereas those firms failing to make these complementary investments receive less or no returns on their information technology investments.

9) What are cross-functional business processes? Give an example. Short Answer:

Cross-functional processes are those that require input, cooperation, or coordination between the major business functions in an organization. For instance, when a salesman takes an order, the major business functions of planning, production, inventory control, shipping, accounting, and customer relations will all be involved before the order is completed.

66) How can a good CRM system increase profits for a company? Short Answer:

Customer relationship management uses information systems to coordinate all of the business processes surrounding the firm's interactions with its customers. The systems consolidate customer information from multiple sources - telephone, e-mail, wireless devices, traditional sales and marketing systems, and the web - so that the firm can obtain a unified view of a customer. Understanding the customer allows a firm to increase the effectiveness of their marketing campaigns.

88) Why are "conversations" relevant to social business? Short Answer:

Customers, suppliers, employees, managers, and even oversight agencies continually have conversations about firms, often without the knowledge of the firm or its key actors (employees and managers). Supporters of social business assert that if firms could tune into these conversations, they will strengthen their bonds with consumers, suppliers, and employees, increasing their emotional involvement in the firm.

18) Non-typical business problems with causes and effects that are rapidly changing are typically handled by which of the following types of information system? A) MIS B) TPS C) ESS D) DSS E) KMS

21) According to agency theory, the firm is viewed as a(n): A) unified, profit-maximizing entity. B) task force organization that must respond to rapidly changing environments. C) entrepreneurial endeavor. D) "nexus of contracts" among self-interested individuals. E) entrepreneurial structure.

21) Which level of the organization is an ESS specifically designed to serve? A) Operational B) End-user C) Middle management D) Senior management E) Knowledge workers

23) The ethical "no free lunch" rule states that: A) if an action cannot be taken repeatedly, then it is not right to be taken at any time. B) one should take the action that produces the least harm or incurs the least cost. C) one can put values in rank order and understand the consequences of various courses of action. D) if something someone else has created is useful to you, it has value, and you should assume the creator wants compensation for this work. E) if an action is not right for everyone to take, it is not right for anyone to take.

30) Which of the following systems is designed to support organization-wide process coordination and integration? A) DSS B) MIS C) CRM D) Enterprise applications E) SCM

39) Which of the following best illustrates the use of information systems to focus on market niche? A) A car manufacturer's Web site that lets you customize the features on the car you are purchasing. B) A restaurant chain analyzing local sales figures to determine which menu items to serve. C) A bookseller selling an e-book reader that reads only the bookseller's books. D) A department store creating specialized products for preferred customers. E) A clothes manufacturer expanding its offerings to new styles.

44) What percent of global Internet users use Google Search and other Google services? A) Less than 10 percent B) Around 25 percent C) About 50 percent D) Nearly 80 percent E) Over 90 percent

48) The most successful solutions or methods for achieving a business objective are called: A) value activities. B) best processes. C) core competencies. D) best practices. E) benchmarks.

61) Which of the following is a private corporate network extended to authorized users outside the organization? A) An intranet B) The World Wide Web C) The Internet D) An extranet E) FTP

17) A relocation control system that reports summaries on the total moving, house hunting, and home financing costs for employees in all company divisions falls into which of the following categories? A) KMS B) TPS C) ESS D) MIS E) DSS

2) Which of the following statements about organizations is not true? A) An organization is a stable, formal social structure that takes resources from the environment and processes them to produce outputs. B) An organization is a formal, legal entity with internal rules and procedures that must abide by laws. C) An organization is a collection of people and other social elements. D) An informal group can be considered to be an organization. E) An organization is a collection of rights, privileges, obligations, and responsibilities delicately balanced over a period of time through conflict and conflict resolution.

20) All of the following describe the effects of globalization except: A) significant decreases in operating costs. B) reduction of labor costs through outsourcing. C) ability to find low-cost suppliers. D) increases in transaction costs. E) replication of business models in multiple countries.

22) According to research on organizational resistance, the four components that must be changed in an organization in order to successfully implement a new information system are: A) environment, organization, structure, and tasks. B) technology, people, culture, and structure. C) organization, culture, management, and environment. D) tasks, technology, people, and structure. E) costs, tasks, structure, and management.

22) Which of the following best describes Immanuel Kant's categorical imperative? A) If an action cannot be taken repeatedly, then it is not right to be taken at any time. B) One should take the action that produces the least harm or incurs the least cost. C) One can put values in rank order and understand the consequences of various courses of action. D) If an action is not right for everyone to take, it is not right for anyone to take. E) You should act towards others as you would like them to act towards you.

25) Which of the following is a highly structured decision? A) Creating a new product B) Estimating the effect of changing costs of supply materials C) Calculating the best trucking routes for product delivery D) Granting credit to a customer E) Forecasting new industry trends

26) Which of the following ethical guidelines suggests that you put yourself in the place of others, and think of yourself as the object of the decision? A) Kant's categorical imperative B) the risk aversion principle C) the utilitarian principle D) the Golden Rule E) the "no free lunch" rule

28) Which of the following marketplace forces would be of least concern to a manufacturer of deep-sea oil rigs? A) Product differentiation B) Traditional competitors C) Low number of suppliers D) New market entrants E) Low number of customers

3) Order fulfillment involves all of the following business processes except: A) checking the customer's credit. B) assembling the product. C) submitting the order. D) making customers aware of the product. E) shipping the product.

32) The four major types of enterprise applications are: A) SCM, CRM, DSS, and KMS. B) SCM, CRM, ESS, and KMSs. C) ERP, SCM, DSS, and CRM. D) ERP, SCM, CRM, and KMS. E) TPS, MIS, DSS, and ESS.

37) In environmental scanning, a firm may use information systems to: A) transform inputs into products and services. B) analyze the performance of its intranet. C) identify external events that may affect it. D) keep track of the temperature within its data centers. E) develop a unified organizational culture.

38) Which of the following is not a true statement about value webs? A) Value webs involve a collection of independent firms that use information technology to coordinate their value chains. B) Value webs are more customer-driven than traditional value chains. C) Value webs operate in a less linear fashion than traditional value chains. D) Value webs are inflexible and cannot adapt quickly to changes in supply and demand. E) Value webs involve highly synchronized industry value chains.

39) All of the following laws apply to actions by the federal government except the: A) Freedom of Information Act. B) Privacy Act. C) Computer Security Act. D) Children's Online Privacy Protection Act. E) E-Government Act.

4) The ________ function is responsible for identifying customers. A) finance and accounting B) human resources C) manufacturing and production D) sales and marketing E) distribution and logistics

44) The value chain model: A) categorizes five related advantages for adding value to a firm's products or services. B) sees the supply chain as the primary activity for adding value. C) categorizes four basic strategies a firm can use to enhance its value chain. D) highlights specific activities in the business where competitive strategies can best be applied. E) enables more effective product differentiation.

47) In a business hierarchy, which of the following levels is responsible for monitoring the daily activities of the business? A) Middle management B) Service workers C) Production management D) Operational management E) Knowledge workers

5) The Mandarin Oriental's use of computer systems to keep track of guests' preferences is an example of which of the following? A) Improved flexibility B) Improved decision making C) Improved efficiency D) Customer intimacy E) Operational excellence

5) Which of the following is not a major feature of organizations that impacts the use of information systems? A) Business processes B) Environments C) Goals D) Agency costs E) Leadership styles

58) Which of the following is not true about the changes to EU data protection rules proposed in 2012? A) The new rules would require Internet companies to obtain explicit consent from consumers for the use of their personal data. B) The new rules would require Internet companies to delete information at the user's request. C) The new rules would require Internet companies to retain information only as long as absolutely necessary. D) The new rules would reject the right to be forgotten. E) The new rules would apply only to all companies providing services in Europe.

59) The expenses incurred by a customer or company in lost time and resources when changing from one supplier or system to a competing supplier or system are known as: A) retention costs. B) preservation costs. C) differentiation costs. D) switching costs. E) variation costs.

61) Which of the following is not a file-sharing service? A) The Pirate Bay B) Megaupload C) Morpheus D) Pandora E) Grokster

62) A(n) ________ is a collection of independent firms that use information technology to coordinate their value chains to collectively produce a product or service for a market. A) value chain B) support web C) value web D) consortium E) net marketplace

77) Which of the following is not one of the four main classifications for collaboration tools identified by the space/time matrix? A) Synchronous/colocated B) Same time/remote C) Different time/remote D) Remote/colocated E) Same time/same place

8) Which of the following is an example of a business using information systems to create a new product? A) Walmart's RetailLink system B) The Mandarin Oriental's use of computers to keep track of guest preferences C) Verizon's use of a web-based digital dashboard to provide real-time company information for managers D) Apple's creation of the iPod E) Kroger's use of sensors to monitor cold food storage temperatures

84) Which of the following is a primary drawback to the "do anything anywhere" computing environment? A) It makes work environments less pleasant. B) It creates a digital divide. C) It centralizes power at corporate headquarters. D) It blurs the traditional boundaries between work and family time. E) It leads to employees being paid less for the total amount of work performed.

91) An information systems manager: A) writes software instructions for computers. B) acts as liaison between the information systems group and the rest of the organization. C) translates business problems into information requirements. D) manages data entry staff. E) oversees the company's security policy.

94) All of the following job categories are expected to grow over the next eight years except: A) computer support specialists. B) software engineers. C) systems analysts. D) computer programmers. E) database administrators.

93) Why are disruptive technologies "tricky"? Provide examples. Short Answer:

Disruptive technologies can be tricky because firms that invent disruptive technologies as first movers do not always benefit if they lack the resources to exploit the technology or fail to see the opportunity. For example, the MITS Altair 8800 is widely regarded as the first PC, but its inventors did not take advantage of their first-mover status. Second movers, so-called fast followers such as IBM and Microsoft, reaped the rewards. Citibank's ATMs revolutionized retail banking, but other banks copied them. Now all banks use ATMs, and the benefits go mostly to the consumers.

13) All of the following are new technology-related trends in MIS except: A) cloud computing. B) big data. C) IoT. D) the mobile digital platform. E) co-creation of business value.

30) Walmart's attempt to increase its online presence is an example of a firm using information systems to: A) strengthen ties to its customers. B) simplify the industry value chain. C) develop synergies. D) focus on market niche. E) achieve low-cost leadership.

36) The ability to offer individually tailored products or services using the same production resources as bulk production is known as: A) mass marketing. B) micromarketing. C) micro customization. D) niche customization. E) mass customization.

4) A firm that invests in an information system because it is a necessity of doing business does so because it is seeking to achieve which of the following business objectives? A) Operational excellence B) Improved decision making C) Competitive advantage D) Customer intimacy E) Survival

4) The obligations that individuals and organizations have regarding the preservation of existing values and institutions fall within which of the following moral dimensions of the information age? A) Family and home B) Property rights and obligations C) System quality D) Accountability and control E) Quality of life

4) Which of the following statements about the technical view of organizations is not true? A) It sees information systems as a way to rearrange the inputs and outputs of the organization. B) It sees capital and labor as primary production factors. C) It emphasizes group relationships, values and structures. D) It sees the organization as a social structure similar to a machine. E) It sees the inputs and outputs, labor and capital, as being infinitely malleable.

40) Data management technology consists of which of the following? A) Physical hardware and media used by an organization for storing data B) Detailed, preprogrammed instructions that control and coordinate the computer hardware components in an information system C) Two or more computers to share data or resources D) Hardware and software used to transfer data E) Software governing the organization of data on physical storage media

41) Which of the following statements best describes organizational culture? A) It encompasses the sum of beliefs and assumptions by all members. B) It enables the organization to transcend the different levels and specialties of its employees. C) It reflects the senior management's perspective on the organization and goals. D) It allows a company to achieve greater operational efficiency. E) It is a fundamental set of assumptions, values, and ways of doing things that has been accepted by most members of the organization.

44) All of the following are examples of environmental actors in an information system except: A) competitors. B) regulatory agencies. C) customers. D) suppliers. E) sales force.

45) Which of the following forms of protection of intellectual property requires that the property be the subject of a nondisclosure agreement? A) Copyright B) Patent C) All forms of intellectual property protection D) Trademark E) Trade secret

46) All of the following are technical solutions to protecting user privacy except: A) e-mail encryption. B) anonymous surfing. C) anonymous email. D) preventing client computers from accepting cookies. E) data use policies.

46) Which of the following is a support activity in a firm's value chain? A) Inbound logistics B) Operations C) Sales and marketing D) Service E) Technology

6) Which of the five moral dimensions of the information age do the central business activities of DoubleClick involve? A) Property rights and obligations B) System quality C) Accountability and control D) Quality of life E) Information rights and obligations

6) Which of the following statements about business processes is not true? A) Business processes influence the relationship between an organization and information technology. B) Business processes are a collection of standard operating procedures. C) A business firm is a collection of business processes. D) Business processes are usually ensconced in an organization's culture. E) Business processes are typically unaffected by changes in information systems.

60) Which of the following were involved in what has been called the patent trial of the century? A) Apple and Microsoft B) Apple and Hewlett-Packard C) Microsoft and Symantec D) Microsoft and Facebook E) Apple and Samsung

61) The parts of an organization's infrastructure, human resources, technology, and procurement that make the delivery of the firm's products or services possible are known as ________ activities. A) primary B) auxiliary C) secondary D) service E) support

62) Which of the following deals with behavioral issues as well as technical issues surrounding the development, use, and impact of information systems used by managers and employees in the firm? A) Information systems literacy B) Information systems architecture C) Business processes D) Information technology infrastructure E) Management information systems

63) Which field of study focuses on both a behavioral and technical understanding of information systems? A) Sociology B) Operations research C) Economics D) Behavioral computing E) Management information systems

71) Which of the following tools would you use to evaluate and choose a collaboration tool for your organization? A) Virtual meeting system B) Cloud collaboration C) IBM Notes D) The collaboration matrix E) The time/space collaboration and social tool matrix

73) Which of the following is not a business benefit of collaboration? A) Improved quality B) Improved financial performance C) Improved customer service D) Improved innovation E) Improved compliance with government regulations

83) Which of the following is the most common reason that business systems fail? A) Software bugs B) Software errors C) Hardware failures D) Facilities failures E) Data quality

85) Which of the following statements about spam is not true? A) Most spam originates from bot networks. B) Cell phone spam usually comes in the form of SMS text messages. C) Spam costs for business are very high. D) Spamming has mushroomed because it is so inexpensive and can reach so many people. E) Spamming is more tightly regulated in Europe than in the United States.

87) Which of the five moral dimensions of the information age does spamming involve? A) Quality of life B) System quality C) Accountability and control D) Information rights and obligations E) Property rights and obligations

95) Which of the following disciplines focuses on mathematical techniques for optimizing parameters of organizations, such as transportation and inventory control? A) Management science B) MIS C) Computer science D) Utilization management E) Operations research

98) How does the use of electronic voting machines act as a "double-edged sword?" What moral dimensions are raised by this use of information technology? Short Answer:

Electronic voting machines can be seen as beneficial by making voting 1: Easy to accomplish and tabulate. However, it may be easier to tamper with electronic voting machines than with countable paper ballots. In terms of information rights, it seems possible that methods could be set up to determine how an individual has voted and to store and disseminate this knowledge. Manufacturers of voting machines claim property rights to the voting software, which means that if the software is protected from inspection, there is no regulation in how the software operates or how accurate it is. In terms of accountability and control, if an electronic voting system malfunctions, will it be the responsibility of the government, of the company manufacturing the machines or software, or the programmers who programmed the software? The dimension of system quality raises questions of how the level of accuracy of the machines is to be judged and what level is acceptable? In terms of quality of life, while it may make voting easier and quicker, does the vulnerability to abuse of these systems pose a threat to the democratic principle of one person, one vote?

63) Describe at least two benefits of using enterprise systems. Short Answer:

Enterprise systems integrate the firm's key business processes in sales, production, finance, logistics, and human resources into a single software system so that information can flow throughout the organization, improving coordination, efficiency, and decision making. These systems help create a more uniform organization in which everyone uses similar processes and information, and measures their work in terms of organization-wide performance standards. The coordination of the firm's key business processes allows the firm to respond more rapidly to customer demands.

11) In today's legal environment, managers who are convicted for the misuse of information systems are still unlikely to be given a prison sentence.

FALSE

75) Although online tracking gathers an enormous amount of information on individual users, it is anonymous and can't be tied to a specific person.

FALSE

93) Spam is legally defined as any e-mail that is unsolicited.

FALSE

10) Routine violations of individual privacy are made more difficult by advances in data storage.

FALSE

27) Identifying the stakeholders—people who have a vested interest in the outcome of the decision—is the last step in analyzing an ethical issue.

FALSE

66) The rate of global software piracy in 2015 was approximately 50%.

FALSE

91) Why is the building of a house an appropriate analogy for the building of an information system? Short Answer:

Houses are built with hammers, nails, and wood, but these alone do not make a house. The architecture, design, setting, landscaping, and all of the decisions that lead to the creation of these features are part of the house and are crucial for solving the problem of putting a roof over one's head. Computers and programs are the hammer, nails, and lumber of computer-based information systems, but alone they cannot produce the information a particular organization needs. To understand information systems, you must understand the problems they are designed to solve, their architectural and design elements, and the organizational processes that lead to these solutions.

100) Describe the role of IT governance within the firm. Short Answer:

IT governance oversees how information systems are managed in the firm. This includes strategy and policies for using information technology in organization.

76) Web beacons are tiny, invisible software programs hidden in e-mail messages and web pages that are used to track and report a user's online behavior.

TRUE

80) Discuss the history of Apple's and Samsung's patent battle against each other. Medium Answer

In 2011, Apple sued Samsung for violating its patents for iPhones, iPads, and iPods. On August 24, 2012, a California jury in federal district court delivered a decisive victory to Apple and a stunning defeat to Samsung. The jury awarded Apple $1 billion in damages. The decision established criteria for determining just how close a competitor can come to an industry-leading and standard-setting product like Apple's iPhone before it violates the design and utility patents of the leading firm. The same court ruled that Samsung could not sell its new tablet computer (Galaxy 10.1) in the United States. In a later patent dispute, Samsung won an infringement case against Apple. In June 2013, the United States International Trade Commission issued a ban for a handful of older iPhone and iPad devices because they violated Samsun patents from years ago. In 2014, Apple sued Samsung again, claiming infringement of five patents. The patents cover hardware and software techniques for handling photos, videos, and lists used on the popular Galaxy 5. Apple sought $2 billion in damages. In 2015, the U.S. Court of Appeals reaffirmed that Samsung had copied specific design patents, but dropped the damages Apple was granted to $930 million. To make matters more complicated, Apple has been one of Samsung's largest customers for flash memory processors, graphic chips, solid-state drives, and display parts that are used in Apple's iPhones, iPads, iPod Touch devices, and MacBooks. The Samsung and Apple patent cases are indicative of the complex relationships among the leading computer firms.

79) How does protection of privacy in Europe differ from the United States? Long (Essay) Answer:

In Europe, privacy protection is much more stringent than in the United States. Unlike the United States, European countries do not allow businesses to use personally identifiable information without consumers' prior consent. On October 25, 1998, the European Commission's Directive on Data Protection went into effect, broadening privacy protection in the European Union (EU) nations. The directive requires companies to inform people when they collect information about them and disclose how it will be stored and used. Customers must provide their informed consent before any company can legally use data about them, and they have the right to access that information, correct it, and request that no further data be collected. Informed consent can be defined as consent given with knowledge of all the facts needed to make a rational decision. EU member nations must translate these principles into their own laws and cannot transfer personal data to countries, such as the United States, that do not have similar privacy protection regulations. In 2009, the European Parliament passed new rules governing the use of third-party cookies for behavioral tracking purposes. These new rules were implemented in May 2011 and require website visitors to give explicit consent to be tracked by cookies. Websites are required to have highly visible warnings on their pages if third-party cookies are being used. In January 2012, the EU issued significant proposed changes to its data protection rules, the first overhaul since 1995. The new rules would apply to all companies providing services in Europe and require Internet companies such as Amazon, Facebook, Apple, Google, and others to obtain explicit consent from consumers about the use of their personal data, delete information at the user's request (based on the right to be forgotten), and retain information only as long as absolutely necessary. In 2014, the European Parliament gave strong support to significant changes in privacy policies by extending greater control to users of the Internet. Although the privacy policies of United States firms (in contrast to the government's) are largely voluntary, in Europe, corporate privacy policies are mandated and more consistent across jurisdictions. Among the changes being discussed are a requirement for firms to inform users before collecting data, every time they collect data, and how it will be used. Users would have to give consent to any data collection. Other proposals call for users to have a right of access to personal data, and the right to be forgotten. The right to be forgotten was upheld by a European Union court in 2014, and since then, Google has had to respond to more than 200,000 requests to remove personal information from its search engine.

87) How do collaborative business culture and business processes differ from "command-and-control" firms? Short Answer:

In command-and-control organizations, the top leaders determine all the really important matters and then order lower-level employees to execute senior management plans. The job of middle management is to pass messages back and forth up and down the hierarchy. Command-and-control firms require lower-level employees to carry out orders without asking too many questions, with no responsibility to improve processes, and with no rewards for teamwork or team performance. If workgroups need help from another work group, that is something for the bosses to figure out. Employees never communicate horizontally, always vertically, so management can control the process. A collaborative business culture and business processes are very different. Senior managers are responsible for achieving results but rely on teams of employees to achieve and implement the results. Policies, products, designs, processes, and systems are much more dependent on teams at all levels of the organization to devise, to create, and to build. Teams are rewarded for their performance, and individuals are rewarded for their performance in a team. The function of middle managers is to build the teams, coordinate their work, and monitor their performance. The business culture and business processes are more social. In a collaborative culture, senior management establishes collaboration and teamwork as vital to the organization, and it actually implements collaboration for the senior ranks of the business as well.

90) How is Internet technology useful from a network economics perspective? Give examples. Short Answer:

In network economics, the cost of adding a participant in the network is negligible, while the gain in value is relatively much larger. The Internet itself is an example of a successful implementation of network economics—the more people participate, the more valuable and essential a commodity it is. If a company were to provide a service through the Internet such as a project management application, the costs to the company of adding another user are small (as the software infrastructure or application is already built), and the more users are signed up, the more profit is made.

85) What is the difference between information technology and information systems? Describe some of the functions of information systems. Short Answer:

Information technology (IT) consists of all the hardware and software that a firm needs to use to achieve its business objectives. Information systems are more complex. An information system can be defined technically as a set of interrelated components that collect (or retrieve), process, store, and distribute information to support decision making and control in an organization. An information system: - Supports decision making, coordination, and control. - Helps employees analyze problems. - Helps employees visualize complex subjects. - Helps create new products.

85) You are advising the owner of ABC Computers, a small local computer shop that repairs and also builds custom computers to order. What competitive strategies could ABC Computers employ? Which ones may it have difficulty executing? Short Answer:

Low-cost leadership: ABC Computers may have difficulty competing against the computer sales and warranty services of major national computer manufacturers, such as Dell, but may be able to implement low-cost leadership in comparison to any other local computer stores. Product differentiation: Although many national computer manufacturers sell customized computers for individuals, ABC Computers may be able to differentiate its product by using superior components and adding more services to its product. Focus on market niche: ABC Computers could focus on a being a local store with in-store technology support and assistance as a market niche Customer and supplier intimacy: ABC Computers has an advantage in customer intimacy, in that it can develop relationships with local customers on a face-to-face basis. This advantage could be augmented to offset the low-cost leadership of national manufacturers, such as Dell. Because of much smaller production scales, ABC Computers will probably not be able to exercise as much control over suppliers as does Dell or other manufacturers.

15) What is NORA and how does it work? Short Answer:

NORA - non-obvious relationship awareness; technology that can find obscure hidden connections between people or other entities by analyzing information from many different sources to correlate relationships It takes information from different sources, like job applications and telephone records, and correlates relationships to find obscure connections to help identify criminals or terrorists. It scans data and extracts information as the data is being generated to instantly find connections. For example, NORA could reveal if a man at an airline ticket counter shares a phone number with a known terrorist before that person boards the plane.

77) What are the major issues concerning privacy in the information age? Do you believe the need for homeland security should overrule some of the personal privacy and information rights we have previously taken for granted? Why or why not? Short Answer:

One answer might be that we should depend upon the Federal Trade Commission Fair Information Practice Principles and that as long as these principles are not ignored or overset, personal privacy does not conflict with homeland security. This is a weak argument. Other issues involve online privacy, employee monitoring, tradeoffs between security and privacy and good business results versus privacy.

99) What are the major factors to consider when performing a strategic systems analysis? Short Answer:

One major factor is the structure of the industry the firm is in. For example, what competitive forces are at work in the industry, and what is the basis for competition? What is the nature and direction of change in the industry, and how does the industry use IT? A second major factor is determining the firm and industry value chains. For example, how is the company creating value for the customer? Are best practices being used and core competencies leveraged? Is the industry supply chain or customer base changing, and what will the effect be? Can the firm benefit from strategic partnerships or value webs? And where in the value chain will information systems provide the greatest value to the firm? The third major factor to consider is has the firm aligned IT with its business strategy and goals. Have these goals been correctly stated or defined? Is IT improving the right business processes and activities in accordance with the firm's goals? Are we using the right metrics to measure progress?

83) Define operational excellence. How can information systems help achieve it? Short Answer:

Operational excellence is the achievement of higher levels of productivity, efficiency, and profitability. Information systems can help achieve operational excellence by improving communications to suppliers and optimizing the supply chain. Information systems could help managers communicate with workers more efficiently, enable technological innovation in products, minimize warehouse overhead, and streamline distribution.

87) The text describes Michael Porter's view of the Internet as somewhat negative. What negative influences does Porter see? Describe several positive influences the Internet has on business. Do these outweigh the negative influences? Short Answer:

Porter sees the Internet as creating ever more intense rivalry, through allowing new competitors to enter the market, and forcing competition on price alone, raising the bargaining power of customers, and dampening profits. Positive influences of the Internet would be lowering telecommunications costs, creating new opportunities for building brands and loyal customer bases, lowering costs of globalization. You could also view Porter's negative take on lowering the barrier to entry as a positive for new companies. The Internet's influence being negative or positive depends in part on the point of view from which the influence is being seen. For example, a telephone utility is impacted negatively by the emergence of Internet telephony, whereas other industries may be impacted positively either through the use of this technology or through engaging in Internet telephony as a business.

32) Define the basic concepts of responsibility, accountability, and liability as applied to ethical decisions. How are these concepts related? Short Answer:

Responsibility is first key element in ethical action. Responsibility whether as a group, individual, or organization accepts the potential costs, duties, and obligations for its decisions. Accountability is a feature of systems and social institutions where mechanisms are put in place as to who is responsible for a given action. Liability is a feature of political system where a body of law in place permits individuals to recover damages done to them by others. These concepts are related in that there is a clear interconnectedness in our decision making progress. Ex -> make a choice that is well thought out (exercising responsibility), accepting the potential upsides and downsides for said decision (being accountable), and knowing how to fix and or uses consequences of an action on others (being liable).

100) Research has shown that the more successfully a firm can align its IT with its business goals, the more profitable it will be. What practical steps should a firm use in aligning IT with its goals? Short Answer:

Steps to align IT with your organization's goals include: identifying your business strategy and goals and breaking these goals into concrete activities and processes; identifying how you measure progress toward these goals; determining how IT can help achieve these goals and improve business processes and activities; and measuring the actual performance of the business.

96) One of the capabilities of Internet communication is the ability of the individual to appear essentially anonymous by using made-up user names. Is anonymity the same thing as privacy, and should it be a right? What ethical issues are raised by increased anonymity? Short Answer:

Student answers will vary, but should include a definition of privacy and an attempt to differentiate between anonymity and privacy, as well as an understanding that anonymity can result in a breakdown of clear accountability or responsibility for actions. A sample answer is: Privacy is the claim to be left alone, free from surveillance. This is different from anonymity, in which nobody knows who you are or what actions you take even in a public arena. Some individuals, if they feel they are anonymous, may have lapses in ethical behavior because anonymity means they are no longer accountable for their actions. I don't know if anonymity should be a right, but perhaps anonymity should not be permissible for some types of communication.

97) What do you consider to be the primary ethical, social, and political issues regarding the quality of a software product? Short Answer:

Student answers will vary, but should include a description of the software manufacturer's responsibility in software quality and an understanding of the difference between social concerns (culture, lifestyle effects) and political concerns (legal, institutional effects). A sample answer is: The central quality-related ethical issue that software quality raises is what responsibility does a software manufacturer have in the performance of its software? At what point can the manufacturer conclude that its software achieves an adequate level of quality? The leading social issue raised by quality is: how is our society affected by low-quality software and is this a concern? And how much accountability should the software manufacturer have? The central political concern raised by software quality is whether and how to enforce software quality minimums and standards, and what institutions are thus also held accountable.

60) The pet products chain you work for, Pets Galore, has noticed that one of its brands of dog food is not selling nearly as well as anticipated. What information systems of the business will you use to determine the reason for the poor sales? Discuss what information you will retrieve from which system. Which of the information systems will be most important for your analysis? Which of the systems will be least important? Short Answer:

TPS- check if product is actually getting to stores and getting restocked MIS- check sales levels according to various specific factors ESS- check competitor offerings and pricing DSS- see what factors could increase sales The most important would be those able to be used by management to improves sales. Assuming goods are being delivered and restocked as they should, TPS would be the least important.

12) Ethics describes the principles of right and wrong that can be used by individuals to make choices to guide their behavior.

TRUE

28) Because of their special claims to knowledge, wisdom, and respect, professionals take on special rights and obligations.

TRUE

29) Liability is a feature of political systems and allows individuals to recover damages done to them by others.

TRUE

62) The European Parliament has banned unsolicited commercial messaging.

TRUE

64) Malicious software that is installed secretly on your computer by other applications and that tracks your online movements is called spyware.

TRUE

65) Most Internet businesses do very little to protect the privacy of their customers.

TRUE

67) Any intellectual work product that isn't based on public knowledge can be classed as a trade secret.

TRUE

68) Copyright is a legal protection given to creators of certain types of intellectual property.

TRUE

71) European countries do not allow businesses to use personally identifiable information without consumers' prior consent.

TRUE

72) One of the key concepts in patent law is novelty.

TRUE

73) Some forms of illegal sharing of music files have declined as legitimate online music stores have expanded.

TRUE

94) Why has the Internet made competitive rivalry more intense? Short Answer:

The Internet has made competitive rivalry more intense because Internet technology is based on universal standards that any company can use, making it easier for rivals to compete on price alone and for new competitors to enter the market. Because information is available to everyone, the Internet also raises the bargaining power of customers, who can quickly find the lowest-cost provider on the web, which may dampen profits. The Internet also widens the geographic market, increasing the number of competitors and reducing differences among competitors, and makes it more difficult to sustain operational advantages.

18) How are the technical and behavioral definitions of an organization different? Short Answer:

The behavioral definition of an organization is that it is a collection of rights, privileges, obligations, and responsibilities that is delicately balanced over a period of time through conflict and conflict resolution. The technical definition sees an organization as an entity that takes inputs from the environment and processes these to create products that are then consumed by the environment. The technical view sees capital and labor as interchangeable units, with the ability to rearrange these units at will, whereas the behavioral view sees that rearranging some aspects of the organization, such as an information system, will have important consequences and changes for the organization's other units.

10) Your aunt has asked you for your suggestions to make her business, a local sandwich shop, more efficient. Describe at least three types of business processes that a sandwich shop has. Can any be better coordinated through the use of information systems? Short Answer:

The business processes of a sandwich shop include: Taking orders, making sandwiches, selling to the customer, ordering supplies, opening the store, closing the store, cleaning the store, paying employees, hiring employees, paying creditors and vendors, creating financial statements, paying taxes, managing cash. Many of these processes could be helped by better information systems, specifically those that require recorded data, such as any financial processes (payments, cash management, taxes, salaries) and information gathered from and distributed to employees.

99) What is the digital divide and how does it impact society? Short Answer:

The digital divide relates to the fact that information, knowledge, computers, and access to digital and information resources through educational institutions and public libraries are inequitably distributed along ethnic and social class lines. Several studies have found that poor and minority groups in the United States are less likely to have computers or online Internet access even though computer ownership and Internet access have soared in the past five years. Although the gap in computer access is narrowing, higher-income families in each ethnic group are still more likely to have home computers and broadband Internet access than lower-income families in the same group. Moreover, the children of higher-income families are far more likely to use their Internet access to pursue educational goals, whereas lower-income children are much more likely to spend time on entertainment and games. Left uncorrected, this digital divide could lead to a society of information haves, computer literate and skilled, versus a large group of information have-nots, computer illiterate and unskilled. Public interest groups want to narrow this digital divide by making digital information services—including the Internet—available to virtually everyone, just as basic telephone service is now

86) You have been hired by an international architectural firm, with offices in Singapore, Paris, and Mumbai. The firm would like architects and draftspeople from different teams to be able to collaborate efficiently. How will you determine what the best collaboration tools are for their needs? Short Answer:

The first step in evaluation is to determine what the collaboration challenges are and to locate the firm in the time/space matrix. Secondly, for each block of the matrix that the firm is in, determine what solutions are available from which vendors. Third, analyze the products in terms of their costs and benefits to the firm. Next, identify any risks involved with using the product. Then, seek the help of potential users to identify implementation and training issues. Finally, make a shortlist of tools and invite vendors to make presentations.

31) What are the main changes taking place in organizational use of information systems? Which of these do you think is having the greatest impact on businesses? Short Answer:

The main organizational changes taking place are: 1. businesses using social networking platforms to deepen interactions with employees, customers, and suppliers, 2. telework gaining momentum in the workplace, with growing numbers of people working away from a traditional office, and 3. co-creation of business value, with the sources of business value shifting from products to solutions and experiences and from internal sources to networks of suppliers and collaboration with customers. The increase in collaboration is having the greatest impact, as customers are essentially gaining greater control in determining the end product, businesses who are flexible enough to listen to and respond to customer demand will be more successful.

92) What is the single most important theme of the book? Short Answer:

The single most important theme of the book is that managers need to consider the broader organization and management dimensions of information systems to understand current problems as well as to derive substantial above-average returns from information technology investments.

30) What are the steps in conducting an ethical analysis? Short Answer:

The steps are: (1) Identify and describe clearly the facts; (2) define the conflict or dilemma and identify the higher-order values involved; (3) identify the stakeholders; (4) identify the options that you can reasonably take; and (5) identify the potential consequences of your options

88) Value chain analysis is useful at the business level to highlight specific activities in the business where information systems are most likely to have a strategic impact. Discuss this model, identify the activities, and describe how the model can be applied to the concept of information technology. Short Answer:

The value chain model identifies specific, critical leverage points where a firm can use information technology most effectively to enhance its competitive positions. Exactly where can it obtain the greatest benefit from strategic information systems? What specific activities can be used to create new products and services, enhance market penetration, lock in customers and suppliers, and lower operational costs? This model views the firm as a series or chain of basic activities that add a margin of value to a firm's products or services. These activities can be categorized as either primary activities or support activities. Primary activities are most directly related to the production and distribution of the firm's products and services that create value for the customer. Primary activities include: inbound logistics, operations, outbound logistics, sales and marketing, and service. Support activities make the delivery of the primary activities possible and consist of: organization infrastructure (administration and management), human resources (employee recruiting, hiring, and training), technology (improving products and the production process), and procurement (purchasing input).

84) You work for an auto manufacturer and distributor. How could you use information systems to achieve greater customer intimacy? Short Answer:

You could create a website that allows customers to customize cars, communicate with support personnel and other car owners. You could create an automated e-mail service reminding car owners to take their car in for periodic checkups. You could have an information system that tracks customer preferences in local areas, so you can provide cars that reflect local customer needs and desires.

MIS Chapter 1, MIS Chapter 2, MIS Chapter 3, MIS Chapter 4

संबंधित स्टडी सेट्स

insurance

Iba

Chapter 8: Financing Real Estate

Week 3 Statistics

Mother Baby NCLEX practice questions week 1

Three types of Cartilage (connective tissue)

ANIMSCI 2260 Final

Biology 114- Chapter 14 LearnSmart

DHN 101 Final Exam

Chapter 29: Care of Patients with Respiratory Emergencies (PRACTICE)

Principles of Finance

Micro - Quiz #19 - Actinomycosis and Candidiasis

water

Medicare Supplement Plans (Medigap)

ECON 2301: CH. 19 Study Guide

semester 2 iec year 1

Psych 202 Chapter 1

Unit 4: Clinical Assessment and Diagnosis

HIST 221 Quiz 2

Mar3505 Final Chapter 14