Chapter 7 Info Systems Test
Define workgroup processes, enterprise processes, and inter-enterprise processes.
A workgroup process is a structured process that exists to enable workgroups to fulfill the charter, purpose, and goals of a particular organizational unit. Enterprise processes are structured processes that span an organization and support activities in multiple departments. Inter-enterprise processes are structured processes that span two or more independent organizations.
Which of the following ERP products did Infor acquire?
Baan
Carla, a budding restaurateur, meets a veteran chef and restaurateur, Giovanni. Carla wishes to analyze the purchasing pattern of her customer base. Which of the following is most likely to be a piece of sound advice that Giovanni would offer to Carla?
Carla should use her restaurant's distributed systems to know more about her customers' purchasing patterns.
Which of the following is an example of a structured process?
Customer returns
Joseph wishes to increase the operational efficiency of his new startup. In order to achieve this, what should Joseph do?
Joseph should use integrated data stored in his firm's central database to analyze its day-to-day activities.
Which of the following is an example of a dynamic process?
Nike uses Facebook and Twitter to generate buzz about its new line of running shoes.
What is the fundamental problem of information silos? How can this problem be remedied?
The fundamental problem of information silos is that data are duplicated in isolated systems. The most obvious fix is to integrate the data into a single database and revise applications (and business processes) to use that database. Another remedy is to allow the isolation, but to manage it to avoid problems.
List the problems associated with information silos.
The problems associated with information silos include:- Data duplication and data inconsistency- Disjointed processes- Limited information and lack of integrated information- Isolated decisions that lead to organizational inefficiencies- Increased expense
Which of the following workgroup processes is related to customer service?
account tracking
________ is the activity of altering existing and designing new business processes to take advantage of new information systems.
business process reengineering
Which of the following workgroup processes is related to manufacturing?
capacity planning and scheduling
Dollar Bill Supermarket is one of the best in the city. However, shoppers prefer other supermarkets to it as there is always a long queue at the billing counter. The outdated billing registers make the entire process inefficient. Which of the following steps should the supermarket management take to improve the billing process?
change process resources
A stored procedure is a ________
computer program stored in a database that is used to enforce business rules
Which of the following is an effective and acceptable technique to overcome employee resistance while implementing new enterprise systems?
conducing contests with cash prizes among employees
Information systems improve process quality by ________.
controlling process flow
A(n)________ system is a suite of applications, a database, and a set of inherent processes for managing all the interactions with the customer, from lead generation to customer service.
customer relationship management
When an organization has inconsistent duplicated data, it is said to have a(n) ________.
data integrity problem
When implementing new enterprise systems, usually the only solution for resolving process issues and providing enterprise process management is to ________.
develop committees and steering groups
Tony requests a credit approval of $25,000. Instead, he gets $15,000 approved as customer credit. Which of the following problems caused by information silos is most likely the reason behind it?
disjointed processes
Jobcon Electronics Inc.'s market strategy for the coming year is to capture a larger market share by upgrading the technology used in its products. The company's R&D department works on technologically enhancing the products. The new products are an instant hit in the market and considerably increase Jobcon's market share. This is an example of the R&D department's ________.
effectiveness
Process ________ is a measure of how well a process achieves organizational strategy.
effectiveness
The two dimensions of process quality are ________.
efficiency and effectiveness
The major benefit of enterprise application integration is that it ________.
enables organizations to use existing applications
________ processes span an organization and support activities in multiple departments.
enterprise
Which of the following information systems eliminates data duplication and carefully manages changes to duplicated data to maintain consistency?
enterprise information systems
Which of the following workgroup processes is related to operations?
finished goods inventory management
Since the features and functions of complex products like CRM or ERP are not easy to identify, ________ is a major task when implementing enterprise systems.
gap identification
Lilian interviews ten applicants for the position of sales manager in her organization. Based on the applicants' qualification and experience, she selects the best candidate. Lilian belongs to the ________ workgroup.
human resources
To reduce the substantial work that needs to be done to customize an ERP application to a particular customer, ERP vendors provide ________.
industry-specific solutions
Which of the following conditions exists when data are isolated in separated information systems?
information silo
________ are predesigned procedures for using software products.
inherent processes
Which of the following is a solution for problems arising from information silos?
integrating data into a single database
The primary purpose of an ERP system is ________.
integration
Supply chain management is an example of a(n) ________.
inter-enterprise information system
Which of the following is performed by enterprise application integration?
it connects system "island" via a new layer of software
Which of the following is true of implementing new enterprise systems?
it is expensive and can be well over the budget
Which of the following workgroup processes is related to sales and marketing?
lead tracking
Which phase of the customer life cycle categorizes customers according to value and attempt to win back high-value customers?
loss/churn
Striking Apparels has launched its new stock of summer wear. It plans to target shoppers between the ages of twenty and thirty to sell its products. Daniel is responsible for sending out promotional emails and messages to these target customers. Daniel belongs to the ________ department of Striking Apparels.
marketing
Which ERP vendor acquired PeopleSoft and Siebel?
oracle
The finance department of Global Couriers decides that half of the previous year's profits should be reinvested into the business. The marketing department, however, plans to extend the company's services to five more cities, which would require additional investment. The department heads hold a meeting at the end of the quarter to discuss the company's strategies; the meeting is, however, adjourned when they realize that their opinions clash. Information silo, in this case, has led to ________.
organizational inefficiency
Matt works at a take-out restaurant. His job is to take orders over the phone and then pass it on to the kitchen staff. As a result of being short-staffed, the restaurant management decided to automate Matt's job and assign him kitchen duties instead. In this case, information systems is ________.
performing an activity
The inherent processes defined in an ERP solution are referred to by some ERP vendors as ________.
process blueprints
Which phase of the customer life cycle focuses on increasing the value of existing customers by selling them more product?
relationship management
Tranbase Inc., a software firm, licensed an enterprise product to suit its needs. During the implementation stage, a number of differences were found between the product's characteristics and the needs of the organization. This challenge in implementing the enterprise system is an example of ________.
requirement gaps
Joanna is appointed as a media advisor at a publishing house. With her love of writing and a graduate degree in mass communication, Joanna is confident of being successful at her job. Joanna's confidence is a reflection of her ________.
self-efficacy
ERP training falls into two broad categories. One of the categories is training on how to use the ERP application software. What does the training include?
steps for using this applications to accomplish the activities in various processes
Enterprise application integration is a ________.
suite of software applications that consolidates existing systems by providing layers of software that connect applications together
An Enterprise Resource Planning (ERP) solution does not include ________.
the company's operational data
Which of the following statements about enterprise information systems is true?
they are very difficult to change.
ERP vendors sometimes train an organization's employees, called Super Users, to become in-house ERP trainers in training sessions called ________.
train the trainer
A(n) ________ is a computer program stored within a database that runs to keep the database consistent when certain conditions arise.
trigger
Which of the following is a characteristic of an inter-enterprise information system?
Its problem solutions affect multiple organizations.
What are the major ERP products of Microsoft Dynamics?
AX, Nav, GP, and Solomon
Explain the nature of the database component of an Enterprise Resource Planning (ERP) solution.
An ERP solution includes a database design as well as initial configuration data. It does not, of course, contain the company's operational data. During development, the team must enter the initial values for that data as part of the development effort. SAP, the leading vendor of ERP solutions, provides ERP databases that contain over 15,000 tables. The design includes the metadata for those tables, as well as their relationships to each other, and rules and constraints about how the data in some tables must relate to data in other tables. The ERP solution also contains tables filled with initial configuration data.Large organizational databases contain two types of program code. The first, called a trigger, is a computer program stored within the database that runs to keep the database consistent when certain conditions arise. The second, called a stored procedure, is a computer program stored in the database that is used to enforce business rules. An example of such a rule would be never to sell certain items at a discount. Triggers and stored procedures are also part of the ERP solution. Developers and business users need to configure the operation of such code during the ERP implementation as well.
________ are flexible, informal, and adaptive processes that normally involve strategic and less structured managerial decisions and activities.
Dynamic processes
Define dynamic processes and list their characteristics
Dynamic processes are flexible, informal, and adaptive processes that normally involve strategic and less unstructured managerial decisions and activities. Deciding whether to open a new store location or how best to solve the problem of excessive product returns are examples, as is using Twitter to generate buzz about next season's product line.The characteristics of dynamic processes are:1. They support strategic and less structured managerial decisions and activities.2. They are less specific and fluid.3. They are usually informal.4. Exceptions are frequent and expected.5. They are adaptive processes that change structure rapidly and readily.
Describe the two categories of Enterprise Resource Planning (ERP) training.
ERP vendors have developed training curricula and numerous classes because of the complexity and difficulty of implementing and using ERP solutions. ERP training falls into two broad categories. The first category is training about how to implement the ERP solution. This training includes topics such as obtaining top-level management support, preparing the organization for change, and dealing with the inevitable resistance that develops when people are asked to perform work in new ways. The second category is training on how to use the ERP application software.
Define enterprise information systems, and describe their characteristics.
Enterprise information systems are information systems that span an organization and support activities in multiple departments. They typically have hundreds to thousands of users. Procedures are formalized and extensively documented; users undergo formal procedure training. The solutions to problems in an enterprise system usually involve more than one department. Because enterprise systems span many departments and involve potentially thousands of users, they are very difficult to change. Changes must be carefully planned, cautiously implemented, and users given considerable training. Sometimes users are given incentives and other inducements to motivate them to change.
________ is a suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.
Enterprise resource planning
Define ERP. What is the primary purpose of an ERP system?
Enterprise resource planning (ERP) is a suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform. An ERP system is an information system based on ERP technology. The primary purpose of an ERP system is integration; an ERP system allows the left hand of the organization to know what the right hand is doing. This integration allows real-time updates globally, whenever and wherever a transaction takes place. Critical business decisions can then be made on a timely basis using the latest data.
In the context of new enterprise systems, how should organizations manage employee resistance to change?
First, senior-level management needs to communicate the need for the change to the organization and reiterate this, as necessary, throughout the transition process. Second, employees fear change because it threatens self-efficacy, which is a person's belief that he or she can be successful at his or her job. To enhance confidence, employees need to be trained and coached on the successful use of the new system. Word-of-mouth is a very powerful factor, and in some cases key users are trained ahead of time to create positive buzz about the new system. Video demonstrations of employees successfully using the new system are also effective. Third, in many ways, the primary benefits of a new ERP system are felt by the accounting and finance departments and the senior management. Many of the employees who are asked to change their activities to implement ERP will not receive any direct benefit from it. Therefore, employees may need to be given extra inducement to change to the new system. Implementing new enterprise systems can solve many problems and bring great efficiency and cost savings to an organization, but it is not for the faint of heart.
Discuss any four challenges of implementing new enterprise systems.
Four primary challenges or factors affecting implementation of enterprise systems are as follows:- Collaborative management- Requirement gaps- Transition problems- Employee resistance
Describe inter-enterprise information systems.
Inter-enterprise information systems support one or more inter-enterprise processes. Such systems typically involve thousands of users, and solutions to problems require cooperation among different, usually independently owned, organizations. Problems are resolved by meeting, by contract, and sometimes by litigation. Data are often duplicated between organizations; such duplication is either eliminated or is carefully managed. Because of their wide span, complexity, and use by multiple companies, such systems can be exceedingly difficult to change. Supply chain management is a classic example of an inter-enterprise information system.
________ is an example of an inter-enterprise information system.
PRIDE
________ is a measure of the ratio of process outputs to inputs.
Process efficiency
Identify the top two ERP vendors.
SAP and Oracle
________ are formally defined, standardized processes that involve day-to-day operations.
Structured processes
Define structured processes and list their characteristics.
Structured processes are formally defined, standardized processes that involve day-to-day operations: accepting a return, placing an order, purchasing raw materials, and so forth.The characteristics of structured processes are:1. They support operational and structured managerial decisions and activities.2. They are standardized.3. They are usually formally defined and documented.4. Exceptions are rare and not (well) tolerated.5. Their process structures change slowly and with organizational agony.
What are the four phases of the customer life cycle? Briefly describe each phase.
The four phases of the customer life cycle include: marketing, customer acquisition, relationship management, and loss/churn. Marketing sends messages to the target market to attract customer prospects. When prospects order, they become customers who need to be supported. Additionally, relationship management processes increase the value of existing customers by selling them more product. Inevitably, over time the organization loses customers. When this occurs, win-back processes categorize customers according to value and attempt to win back high-value customers.
List the functions of enterprise application integration (EAI).
The functions of EAI are as follows:- It connects system "islands" via a new layer of software/system.- It enables existing applications to communicate and share data.- It provides integrated information.- It leverages existing systems-leaving functional applications as is, but providing an integration layer over the top.- It enables a gradual move to ERP.
What are the two dimensions of process quality? How can organizations improve process quality? How do information systems improve process quality?
The two dimensions of process quality are efficiency and effectiveness. Process efficiency is a measure of the ratio of process outputs to inputs. Process effectiveness is a measure of how well a process achieves organizational strategy.Organizations can improve the quality (efficiency and/or effectiveness) of a process in one of three ways:- Change the process structure.- Change the process resources.- Change both process structure and resources.Information systems can be used to improve process quality by:- Performing an activity.- Augmenting a human who is performing an activity.- Controlling data quality and process flow.
Which of the following statements is true about workgroup information systems?
They support 10 to 100 users.
Which of the following is a characteristic of dynamic processes?
They support strategic and less structured managerial decisions
A toy manufacturing company installed a new enterprise system. The installation and adaptation gave rise to a number of issues among different departments. These issues complicated the process as the company had not appointed anyone to resolve them. This situation is an example of ________ while implementing enterprise information systems.
a lack of collaborative management
