MIS Exam #3
The complete data set on a customer is called:
A 360-degree view
_____ reports contain special information not found in routine reports.
Ad hoc
Which of the manager's roles do modern information systems support?
All of the following: interpersonal roles, informational roles, and decisional roles
_____ analyze customer data for designing and executing targeted marketing campaigns.
Analytical CRM
_____ systems analyze customer data for designing and executing targeted marketing campaigns.
Analytical CRM
Information systems for accounting and finance incorporate the following functions: (check all that apply)
Budgeting Auditing Financial planning and forecasting
_____ refers to applications and technologies for consolidating, analyzing, and providing access to vast amounts of data to help users make better business and strategic decisions.
Business intelligence
A _____ is a set of related steps or procedures designed to produce a specific outcome.
Business process
Which of the following statements concerning CRM is not true?
CRM is designed for companies to interact with their customers as a group
____ is(are) involved with monitoring and managing an organization's performance according to the organization's key performance indicators.
Corporate performance management
Selling additional products to a customer based on what that customer purchased in the past is called:
Cross Selling
Information Systems for marketing incorporate the following functions:
Customer relationship management
A check-in kiosk at the airport would be what type of CRM application?
Customer touching
_____ includes those areas where customers directly interact with the company.
Customer-facing CRM
Searching for valuable business information in a database, data warehouse, or data mart refers to _____.
Data mining
Which of the following technologies is(are) used by analytic CRM systems?
Data warehouses and data mining Decision support systems Transaction processing systems *All of these*
A(n) _____ provides rapid access to timely information and direct access to management reports.
Decision support system
_____ are computer-based information systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.
Decision support systems
When a manager functions as an entrepreneur, she is fulfilling which of these roles?
Decisional
Which of the following is not a reason that managers need IT support?
Decisions are becoming less complex
Analytic CRM systems can be used for the following purposes except:
Delivering future product information to customers
In the _____ phase of the decision making process, managers set criteria for the evaluation of alternative potential solutions.
Design
_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
Distribution
Which capability of digital dashboards enables users to go into greater detail?
Drill down
_____ reports show a greater level of detail than is included in routine reports.
Drill-down
___ are an evolution of ___.
ERP systems, TPS
_____ integrate the planning, management, and use of all of an organization's resources and are designed to tightly integrate the functional areas of the organization.
Enterprise resource planning systems
The most distinguishing characteristic of geographical information systems is:
Every record or digital object has an identified geographical location.
___ reports include only information that is outside certain threshold standards.
Exception
Which capability of digital dashboards enables users to have reports that highlight deviations larger than certain thresholds.
Exception reporting
___ link business partners over the Internet by providing them access to certain areas of each other's corporate ___.
Extranets, intranets
T/F A cross departmental process always ends in a different department than it originates in.
False
T/F A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.
False
T/F Another name for the push model is make-to-order.
False
T/F BI refers to only those technologies that obtain data from warehouses.
False
T/F BI software is not yet available to "frontline personnel" (such as call center operators) within an organization.
False
T/F Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.
False
T/F CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.
False
T/F ERP software includes a set of dependent software modules, each with its own database, that provide support for the business processes in the functional areas.
False
T/F Electronic data interchange does not help much in reducing paper.
False
T/F Enterprise resource management is an enterprise wide effort intended primarily to acquire and retain customers.
False
T/F Enterprise resource planning software is relatively straightforward to implement.
False
T/F Exception reports show a greater level of detail than is included in routine reports.
False
T/F Functional information systems support the entire enterprise or major portions of it.
False
T/F In batch processing, the data are collected from transactions as they occur and placed in groups or batches that are processed as they occur.
False
T/F Independent data stores or data silos are an efficient way to store proprietary data because they deny access to unauthorized parties.
False
T/F Loyalty programs are designed to reward past behavior.
False
T/F Operational CRM systems support the front-office business processes, which directly interact with customers.
False
T/F Organizations would typically develop a data warehouse as a point solution to a departmental need.
False
T/F Routine reports are produced at scheduled intervals and may contain information not included on ad-hoc reports.
False
T/F Sell-from-stock is closely associated with customization.
False
T/F Small companies do not have to worry about CRM as it is only essential for large organizations..
False
T/F Supply chain management systems are a type of transaction processing system.
False
T/F Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
False
T/F The One Ford initiative focused exclusively on efficiencies in Ford's production plants.
False
T/F The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.
False
T/F The business processes in ERP software are typically defined by the company using the software.
False
T/F The business strategy in which a business purchases its upstream supplier(s) to ensure that essential supplies are available as needed is called horizontal integration.
False
T/F The production process in the pull model begins with a forecast.
False
T/F The three common cross functional business processes supported by an ERP system are procurement, production and reporting.
False
T/F The underlying premise of customer relationship management is to treat all customers the same.
False
T/F Transaction processing systems typically provide information to managers in the functional areas.
False
T/F When the company produces goods to create or increase an inventory that is called make-to-order.
False
T/F Up-selling is the practice of marketing additional related products to customers based on previous purchases.
Fasle
The primary goal of extranets is to do which of the following?
Foster collaboration between and among business partners
This information system uses data visualization technologies to analyze and display data in the form of digital maps for planning and decision making purposes.
Geographical information system
An important trend is the combination of geographical information systems with _____ to form geospatial technologies.
Global positioning systems
At the end of a semester, a student knows that she must score at least an 81 on the final exam to receive an A in the course. She decided that she can make the 81 by studying the material only the night before the exam. She has just performed what kind of analysis?
Goal-seeking
___ attempts to calculate the value of the inputs necessary to achieve a desired level of output
Goal-seeking analysis
Organizational transactions are typically _____ volume, _____, and therefore _____ to computerize.
High, repetitive, easy
According to the closing case, the consequences of customizing an ERP system to accurately reflect a company's business process can include:
Increased maintenance expenses The inability to incorporate the latest technological developments The failure to sustain a competitive advantage *All of these*
Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.
Internal
The benefits of open-source CRM include all of the following except:
It has more functionality than in-house CRM systems.
Which of the following is not a limitation of EDI?
It is expensive, but ongoing operating costs are low
_____ reports summarize the performance of critical activities.
Key indicator
_____ are the physical products, raw materials, and supplies that flow along a supply chain.
Material flows
The flows in supply chains consist of which of the following?
Materials Information Finance *All of the these*
Business intelligence applications include:
Microsoft Excel spreadsheets Data warehouses Special purpose analytic packages *All of these*
____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.
Mobile CRM
Which of the following factors is associated specifically with corporate performance management for online businesses?
Network traffic
_____ is a CRM system that is hosted by an external vendor in the vendor's data center.
On-demand CRM
CRM systems hosted by a vendor in the vendor's data center are:
On-demand CRM systems
CRM systems whose source code is available at no cost
Open-source CRM systems
The sales, marketing, and service functions are part of:
Operational CRM
_____ systems support the front-office business processes, which directly interact with customers.
Operational CRM
To effectively manage by exception (i.e., use exception reports), the company must first create:
Performance standards
Information Systems for production and operations management (POM) incorporate the following functions: (check all that apply)
Planning production and operations Supply chain management Inventory and quality management
Problems along the supply chain include which of the following?
Poor customer service High inventory costs Loss of revenue Increase cycle times *All of the above*
_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
Procurement
During which of the common cross functional business processes does a company purchase goods from vendors?
Procurement Process
Which of the following is not a function of functional area information systems?
Providing data from business events to the corporate database
The _____ is known as make-to-order.
Pull model
The _____ is known as make-to-stock.
Push model
Which of the following is not a characteristic of DSS?
Relatively difficult to use and construct
_____ reports are produced at scheduled intervals.
Routine
_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
Sales force automation
___ attempts to predict the impact of a change in the assumptions (input data) on the proposed solution.
Sensitivity analysis
_____ is the study of the impact that changes in one or more variables of a decision-making model have on other variables.
Sensitivity analysis
When a company rents ERP software from an ERP vendor who delivers its products over the Internet, this is called:
Software-as-a-service approach
Decisions concerning the long-range goals and policies for growth and resource allocation in an organization would be:
Strategic planning
A decision for which standardized processes exist would be:
Structured
The type of decision that can be made by following a definite procedure is called a(n) ______ decision.
Structured
The flow of materials, information, money, orders, and services from raw material suppliers, through factories and warehouses, to the end customers is:
Supply chain
Which of the following is not a reason that managers need IT support?
The number of alternatives is decreasing.
T/F The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
Which of the following is not a characteristic of DSS?
They support all phases of the decision-making process.
Which of the following is not a goal of supply chain management?
To increase cycle time
Methods that organizations use to interact with their customers are called:
Touch point
A _____ is any business event that generates data worthy of being captured and stored in the organization's database.
Transaction
T/F A call center is a type of customer interaction center.
True
T/F A dashboard enables drill down, trend analysis, and exception reporting.
True
T/F A dashboard supports the user's critical success factors.
True
T/F A transaction is any business event that generates data worthy of being captured and stored in a database.
True
T/F All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.
True
T/F Analytical CRM systems provide business intelligence by analyzing customer behavior and perceptions.
True
T/F BI can be used to fundamentally transform the ways in which a company competes in the marketplace.
True
T/F Business intelligence applications are used for gathering, storing, accessing, and analyzing data to help business users make better decisions.
True
T/F Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.
True
T/F Customer-facing applications and customer-touching applications provide data to be used in analytical CRM systems.
True
T/F Customer-touching applications are known as electronic CRM systems.
True
T/F Data Mining can help organizations to identify previously unknown patterns.
True
T/F Data mining can be used to predict trends and patterns.
True
T/F ERP II systems are provide Web-enabled links among a company's key business systems and its customers, suppliers, distributors, and others.
True
T/F ERP systems are essentially designed to eliminate information silos.
True
T/F Early information systems mainly supported the information roles of managers.
True
T/F Electronic data interchange is a communication standard that enables business partners to electronically exchange routine documents.
True
T/F Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.
True
T/F Erratic shifts in orders up and down the supply chain is called the bullwhip effect.
True
T/F Financial management, operations management, and human resource management are core ERP modules.
True
T/F Geocoding means that every record or digital object has an identified geographical location.
True
T/F Geographic information systems capture, integrate, manipulate, and display data using digitized maps.
True
T/F In an organization, the ratio of inputs to outputs is productivity.
True
T/F In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from
True
T/F Online analytical processing involves "slicing and dicing" data stored in a multidimensional format.
True
T/F Operational CRM systems support front-office processes.
True
T/F Sales force automation is a customer-facing application.
True
T/F The Web and point-of-sale terminals are examples of customer-touching CRM applications.
True
T/F The basic idea behind data consolidation is for an organization to build a 360-degree view of each customer.
True
T/F The biggest risk of open-source CRM is quality control.
True
T/F The business processes in ERP software are typically predefined by the best practices that the ERP vendor has developed.
True
T/F The data processed by transaction processing systems provide the inputs for other organizational information systems.
True
T/F The goal of SCM systems is to reduce friction along the supply chain.
True
T/F The major objective of ERP Systems is to integrate an organization's various functional areas to facilitate the seamless flow of information.
True
T/F The order fulfillment process begins in the sales department and ends in the accounting department.
True
T/F The procurement process begins in the warehouse department (need to buy) and ends in the accounting department (send payment).
True
T/F The production process begins and ends in the warehouse department but involves the production department as well.
True
T/F The pull model is most closely associated with mass customization.
True
T/F The push model is most closely associated with mass production.
True
T/F The three-way-match compares the purchase order, the goods receipt document, and the invoice.
True
T/F Transactions processing systems monitor, collect, store, and process data generated from all business events.
True
T/F When customers physically enter a store, it is an example of a customer touch point.
True
Sourcing and procurement from external suppliers occurs:
Upstream segment of supply chain
The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.
Upstream segment of the supply chain
When a company implements a standard ERP package, using the package's built-in configuration options, this is called:
Vanilla approach
_____ is the study of the impact of a change in the assumptions (input data) on the proposed solution.
What-if analysis
Characteristics of an organizational decision support system include which of the following?
affects several organizational units or corporate problems cuts across organizational functions or hierarchical layers involves computer-based technologies integrates with enterprisewide information systems *All of the above*
A(n) _____ is software that helps companies acquire and retain customers.
customer relationship management system
Key features of transaction processing systems include:
dependability reliability processing capacity *all of these*
The characteristics of ERP systems include which of the following?
integrate the planning, management, and use of all resources of the organization provide information necessary to control the business processes of the organization include a set of interdependent software modules may force companies to change existing business processes to fit predetermined business processes of the ERP package *all of the these*
The benefits of open-source CRM include all of the following except:
it has more functionality than in-house CRM systems
DSS characteristics include which of the following?
support managers at all organizational levels support all phases of the decision making process adaptable to changing conditions usually utilize quantitative models *all of the above*
A company's suppliers, suppliers' suppliers, and the processes for managing them is the:
upstream portion of the supply chain