Chapter 2

1. ________ provide information to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention. TPS MIS ESS CPS CRM systems

CRM systems

1. Which of the following best describes the type of information systems FWO implemented, as discussed in the chapter case? ESS DSS TPS KMS Cloud collaboration service

Cloud collaboration service

1. Which of the following statements is not true about collaboration in a business setting? Collaboration may be a short-lived activity, lasting just a few minutes. Collaboration is a many-to-many activity as opposed to a one-to-one or one-to-many activity. Meaningful collaboration requires a supportive business firm culture and the right, decentralized structure. The evidence of the business benefits of collaboration is largely anecdotal. Special types of information systems are available to support collaboration.

Collaboration is a many-to-many activity as opposed to a one-to-one or one-to-many activity.

1. What is the most important benefit of an enterprise application? Enabling speed of communicating Enabling business functions and departments to share information Enabling a company to work collaboratively with customers and suppliers Enabling cost-effective, e-business processes Enabling managers to make better decisions

Enabling business functions and departments to share information

1. Which of the following systems are designed to support organization-wide process coordination and integration? DSS MIS CRM Enterprise applications ESS

Enterprise applications

1. IBM Connections is an example of which of the following? MIS Enterprise social networking tool E-commerce system Intranet Extranet

Enterprise social networking tool

1. Which of the following types of systems could be used to enable different firms to work collaboratively on a product? Intranet Extranet KMS CRM DSS

Extranet

1. You have been hired by Inspiration Inc. to help improve its profit margin. Inspiration Inc. is a business communications consulting firm that services many clients in different industries throughout the world. The firm provides its clients with customized written recommendations about how to best use the client's existing resources to improve the client's internal communications. The company has approximately 100 consultants, all of whom are located in its central headquarters in Chicago. What system do you recommend to improve Inspiration Inc.'s business processes and increase its profit margin? Extranet, to enable quick collaboration via the Internet, minimize the time spent communicating with the client, and minimize the amount of paperwork needed CRM, to maintain easily accessible customer records to minimize the time spent looking for client data KMS, to minimize redundant work on similar clients Video conferencing system, to improve collaboration MIS, to produce reports on the firm's operations

Extranet, to enable quick collaboration via the Internet, minimize the time spent communicating with the client, and minimize the amount of paperwork needed

1. Policies that determine which information technology will be used, when, and how, are provided by: IT educational services. IT management services. application software services. IT standards services. data management services.

IT standards services.

1. From your reading of the chapter-opening case study discussing ABB's use of enterprise social networking, which of the following statements best expresses ABB's experience? ABB's primary motivation for replacing its existing corporate intranet was to enhance its security. Implementing Yammer improved employee productivity and collaboration. Efforts to implement Yammer were met with significant resistance from employees. Yammer provided ABB with a single entry point to all the information and tools ABB employees need for their jobs.

Implementing Yammer improved employee productivity and collaboration.

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

It took six months to implement a working system at Plan International's international headquarters.

1. As discussed in the chapter case, what is the primary reason why Spacebook failed? It was too expensive to implement. It was designed and developed without taking the organization's culture into consideration. It did not include enough collaboration tools. Its user interface was confusing. It was riddled with technical issues.

It was designed and developed without taking the organization's culture into consideration.

1. Which of the following systems are designed to summarize and report on the company's basic operations? KMS DSS ESS TPS MIS

MIS

1. Which type of system would you use to determine the five suppliers with the worst record in delivering goods on time? ESS TPS MIS DSS CRM

MIS

1. A relocation control system that reports summaries on the total moving, house-hunting, and home financing costs for employees in all company divisions would fall into the category of a/an: KMS. TPS. ESS. MIS. CRM system

MIS.

1. Cisco's WebEx is an example of which of the following types of collaboration tools? Blog Team room Online meeting Group calendar Wiki

Online meeting

1. Which of the following is an interorganizational business process? Hiring an employee Identifying a customer Creating financial statements Ordering raw materials Checking product quality

Ordering raw materials

1. Which of the following would a CSO not be responsible for? Educating and training users about security Keeping management aware of security threats Maintaining tools chosen to implement security Providing physical security Enforcing the firm's information security policy

Providing physical security

1. Which type of system would you use to change a production schedule if a key supplier was late in delivering goods? ESS CRM system MIS DSS SCM system

SCM system

1. ________ systems integrate and share information from suppliers, manufacturers, distributors, and logistics companies. Collaborative distribution Supply chain management Reverse logistics Enterprise planning Digital dashboard

Supply chain management

1. Which type of system would you use to forecast the return on investment if you used new suppliers with better delivery track records? ESS TPS MIS DSS CRM

TPS

1. ________ technology allows a videoconference participant to give the appearance of being present at a location other than his or her true physical location. Telepresence Virtual reality Screen sharing Mind mapping Virtual world

Telepresence

1. Which of the following is not a true statement with respect to business processes? Every business can be seen as a collection of business processes. Analyzing business processes can enable you to achieve a clear understanding of how a business actually works. The efficiency of a business firm is not related to its business processes. Information systems can automate many steps in business processes that were formerly performed manually. A business process may involve a unique way in which work, information, and knowledge are coordinated within an organization.

The efficiency of a business firm is not related to its business processes.

1. What analytical framework discussed in the chapter helps understand and evaluate the benefits and uses of collaboration tools? Cost/use matrix Task/time matrix Space/cost matrix Time/space matrix Time/cost matrix

Time/space matrix

1. Development and support services for a firm's business systems are provided by: IT educational services. IT management services. data management services. IT standards services. application software services.

application software services.

1. Interaction jobs are those jobs which: require close coordination and collaboration. involve knowledge that can't be put into an information system. are performed typically by operational-level employees. require intense levels of interaction with clients. require an emphasis on innovation.

require close coordination and collaboration.

1. Identifying potential customers for the businesses' products or services is an activity associated with the ________ function. finance and accounting human resources manufacturing and production technology sales and marketing

sales and marketing

1. The three principal levels of hierarchies within a business organization are: senior management, knowledge workers, and service workers. senior management, middle management, and operational management. senior management, data workers, and operational management. senior management, operational management, and workers. senior management, operational management, and data workers.

senior management, middle management, and operational management.

1. The goal of social commerce applications is to: connect through personal and business profiles. use social media to connect with customers. share opinions about purchasing products or services. upload and share business documents. harness collective knowledge to generate new ideas.

share opinions about purchasing products or services.

1. Key forces in a business's immediate environment include: stockholders. technological innovations. economic conditions. politic conditions. global events.

stockholders.

1. Each of the following is required for successful collaboration, except: open culture. strong hierarchy. decentralized structure. breadth of collaboration. appropriate collaboration technology.

strong hierarchy.

1. Instant messaging, videoconferencing, and shared screens are all examples of ________ collaboration tools. bimodal colocated synchronous spontaneous asynchronous

synchronous

1. The principal liaison between the information systems groups and the rest of the organization is a(n): programmer. information systems manager. systems analyst. CIO. CSO.

systems analyst.

1. You work for a highly successful advertiser that is about to expand nationally. Of utmost importance will be finding a way to store and disseminate its clients' frequently updated branding and style guides throughout the organization. The guides include multiple image files and text documents. What system will best serve these needs? A wiki An extranet with KMS capabilities A TPS with KMS capabilities A telepresence system A virtual world

An extranet with KMS capabilities

1. Which of the following would be primarily responsible for enterprise-wide governance and usage of information to maximize the value of an organization's data? CKO CPO end users CDO CSO

CDO

1. A ________ is a senior manager who oversees the use of IT in the firm. CEO CFO CIO CIT CPO

CIO

1. Which of the following is most likely to have direct responsibility for ensuring that his or her company complies with existing data privacy laws? CPO CKO CIO CIP CSO

CPO

1. Which of the following systems are especially suited to situations in which the procedure for arriving at a solution may not be fully predefined in advance? MIS TPS DSS KMS CRM

DSS

1. ________ support making decisions that are unique, rapidly changing, and not easily specified in advance. MIS TPS ESS DSS KWM

DSS

1. Which of the following refers to the purchase or sale of goods and services over the Internet? E-commerce E-business CRM MIS SCM

E-commerce

1. Which type of system would you use to determine what trends in your supplier's industry will affect your firm the most in five years? ESS TPS MIS DSS KWM

ESS

1. Which of the following is an example of a key force in a firm's broader, less immediate environment? Competitors Regulations Suppliers Economic trends Customers

Economic trends

1. You manage the Information Systems 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 display ads. Which type of system will most efficiently provide a solution? CRM Enterprise system Extranet Intranet KWM

Extranet

1. Which of the following Google tools allows people to engage in group video chat? Google Drive Google Docs Google Apps for Business Google Circles Google Hangouts

Google Hangouts

1. Which of the following is not a service typically provided by an information systems department? Telecommunications services Physical facilities management services Data management services Project management services Human resources services

Human resources services

1. Which of the following can typically access a company's intranet? The general public The firm's employees The firm's customers The firm's suppliers The firm's outside contractors

The firm's employees

1. In a business environment, the focus of collaboration is to: accomplish the task at hand. provide a sense of community. foster better communication. prevent miscommunication. increase a firm's profit margin.

accomplish the task at hand.

1. DSS and MIS are also referred to as ________ systems. business information business intelligence executive support business model expert

business intelligence

1. Employees that assist with paperwork at all levels of the firm are called: data workers. knowledge workers. operational management. service workers. senior managers.

data workers.

1. The use of digital technology and the Internet to execute the major business processes in the enterprise is called: e-commerce. e-business. enterprise applications. MIS. KWM.

e-business.

1. A(n) ________ collects data from various key business processes and stores the data in a single comprehensive data repository, usable by many parts of the business. TPS DSS automatic reporting system MIS enterprise system

enterprise system

1. Supply chain management systems are considered to be a(n) ________ because they automate the flow of information across company boundaries. KMS enterprise system MIS interorganizational system cross-functional system

interorganizational system

1. Suppliers, customers, employees, products and services, and ________ are the five basic components with which businesses must deal. the environment manufacturing and production sales and marketing invoices and payments technology

invoices and payments

1. Engineers and scientists are examples of: senior management. production workers. knowledge workers. middle management. operational management.

knowledge workers.

1. An ESS is an information system that supports the: long-range planning activities of senior management. knowledge and data workers in an organization. decision-making and administrative activities of middle managers. day-to-day processes of production. management of customer relationships.

long-range planning activities of senior management.

1. Producing a bill of materials is a responsibility of the ________ function. finance and accounting human resources manufacturing and production sales and marketing technology

manufacturing and production

1. The term management information systems refers to a specific category of information systems serving: integrated data processing throughout the firm. transaction process reporting. senior management. middle management functions. knowledge workers.

middle management functions.

1. A computerized system that performs and records the daily activities necessary to conduct business is classified as a(n): executive support system. management-level system. decision support system. transaction processing system. business intelligence system.

transaction processing system.

1. Second Life is an example of a(n): virtual world. wiki. social networking site. mind mapping tool. extranet.

virtual world.

1. A wiki is a type of collaborative: social network. blogging. virtual world. website. MIS.

website.