MIS chapter 10-12

The sales department has a requirement that the e-commerce site remains up 99% of the time. What type of requirement is this?

non-functional

What factors should organizations consider when deciding whether to outsource?

How mature is the IT system in question? -Systems that have been around a long time are better candidates for outsourcing. How significant is the system to the organization's competitive advantage? -Outsource to concentrate on core activities. How does the organization's IT capability compare with competitors'? -If the organization has relatively weak IT capabilities, it may be better to outsource. Are there cost advantages to outsourcing? -Even if there are not, it may still be a good idea to outsource if the organization can focus on critical areas.

List the outsourcing models presented in the chapter.

-full or complete outsourcing -selective or partial outsourcing -process-based outsourcing -personnel outsourcing -personnel outsourcing -project-based outsourcing -application outsourcing

Identify some of the important characteristics of a process model.

-graphic models of a materials acquisition process and its subprocesses. Business process modeling helps us understand the various processes that occur at different levels in the organization and how they interrelate.

How does technology impact business processes?

-increase efficiency -quick outcomes -improves the process BUT can also be a barrier or constraint to business process improvement

List the main characteristics of custom-built and COTS software.

-less expensive than custom or hybrid approaches -may also be higher quality, especially if it is a widely used system. -can be provided in a much shorter time frame than custom or hybrid solutions. *read this section of the chapter in textbook!!!!!*

Identify some of the important characteristics of processes.

-processes extend across many organizational boundaries and tend to involve several individuals. -all-or-nothing concept. This implies that a process needs to be completed or not done at all.

aspects of feasibility described in the chapter.

-technical -economic -organizational -legal -ethical

What is business process modeling, and what is the purpose of business process modeling?

-the mapping of processes and subprocesses used in an organization or division -

What kinds of tools are available for business process modeling?

-traditional process modeling languages -object-oriented modeling languages -dynamic process modeling languages -process integration languages

What is outsourcing?

Going to an outside organization to provide services

Commercial off-the-shelf (COTS)

a complete (or nearly complete) solution obtained from a third party. Examples range from office productivity systems to ERP systems.

Which of the following best describes the systems development life cycle (SDLC)?

a disciplined approach to systems development

What is an enterprise resource planning (ERP) system, and how does it support systems integration?

a set of information systems tools that are used to manage an organization's resources and enable information to flow within and between processes (and departments)

on-premise CRM

acquired, leased, or developed by organization and installed on local servers. -Customized solution but high costs of development and maintenance

advantages and disadvantages of rapid application development

advantage: -best suited for smaller-scale projects with well-focused organizational objectives and committed users disadvantage: -does not work as well for very large projects or systems where performance and quality are critical. For example, you might not want to use RAD for a safety-critical system such as an air traffic control system.

advantages and disadvantages of prototyping

advantages: -Stakeholder involvement -Uncovering requirements when unclear, ambiguous disadvantages: -Documentation may be difficult to write -Users may not understand realistic scope of system

advantages and disadvantages of spiral model

advantages: -focuses on risk and risk reduction -users throughout the process, which can build user commitment to the project disadvantage: -less appropriate for projects where risk avoidance is not critical and when costs are especially important.

If your organization is interested in implementing a CRM and cost is a concern, what type of CRM implementation is best for your organization?

on-demand

What is the difference between on-premise CRM systems and on-demand CRM systems?

on-demand is through internet and on-premise is through local servers

Selective or partial outsourcing

only certain aspects of IT are outsourced to a service provider

Process-based outsourcing

organization outsources a particular function or business process (payroll, help desk, etc.)

Full or complete outsourcing

outside company handles all IT functions so the organization can focus on its core activities -may reduce IT costs

onshore outsourcing

outsourcing to a firm located in the same country

The systems development committee has chosen to implement the new system in a limited number of sites based on location. What type of integration plan is being implemented here?

phased implementation

the phases of the systems development life cycle described in the chapter.

planning phase: to define the overall goal and scope of the system and determine the feasibility of the project requirements phase: to uncover and document the functions that the system should provide and desired levels of performance design phase: to describe in detail how the system will meet the requirements specified earlier. development phase: the outputs of the design phase are converted into the actual information system implementation phase: to make the system operational in a production environment maintenance phase: ensuring that the system operates properly to meet current needs

Sara just began working for a new company and her boss has given her a flow chart to study so that she can better understand the processes of the organization. What function has the organization completed to have such a chart?

process modeling

A local business decided it was worthwhile to outsource their payroll and human resources to ADP. This is an example of what type of outsourcing?

process-based

A local university contracted with IBM to implement a new database system, which the university would then administer and run. This is an example of what type of outsourcing?

project-based

Name and describe three alternatives to the traditional SDLC.

prototype: a fast, high-level small-scale mock-up of the system rapid application development (RAD): intended to develop systems more quickly than traditional methods. It is an iterative method that uses rapid development of prototypes rather than engaging in extensive up-front planning; typically breaks software development projects into smaller chunks in order to reduce overall project risk. Spiral model: Risk-driven model that focuses on reducing project risk by identifying risks and ways to reduce those risks throughout the development process.

What is the major benefit of a software development methodology?

provide discipline to the development process by defining processes, roles, and deliverables.

on-demand CRM

remote use of CRM provider's applications through Internet. -Up-to-date applications and no maintenance or implementation costs but must use standard functions (plain vanilla)

The Spiral Model's focus on _________ reduction is a major advantage over other methodologies when developing critical systems.

risk

What is business process reengineering (BPR), and what does it involve?

seeks to break down organizational silos by redesigning business processes -involves changing the way tasks are performed instead of just automating the tasks. It requires rethinking about what is done and how it is done (and even whether it should be done!).

Many software organizations offer limited support at no charge for a period of time after purchase. What phase of the Customer Service Life Cycle is being served in this example?

service

Application outsourcing

service provider handles activities related to a specific software application for a fee

How are applications developed using the hierarchal perspective?

software developers build information systems to mirror the organization so that applications are built to meet the needs of individuals at a given level in the organization. The idea is that executives need strategic types of information they can use for decision making, whereas middle managers and front-line managers need tactical and operational information

custom built software

software that is built from scratch using a few commercially obtained components. The main benefit of the custom approach is that the resulting system will likely be a better fit with business requirements.

What type of information system would executives typically be interested in using for decision making?

strategic

The result of a redesigned business process often means _______________ ways of doing business.

streamlined

What type of information systems would middle management typically be interested in using for recurrent, semi-structured decision making?

tactical

What are the main components of a CRM system? Briefly describe each.

the operational component that helps an organization improve day-to-day interactions with customers; the collaborative component that helps the organization interact and collaborate with its customers; and the analytical component, which consists of technologies and processes organizations can use to analyze customer data.

business integration

the unification of business processes previously performed as separate activities in order to create cohesive and streamlined business processes

systems integration

the unification of information systems and databases that were previously operating as separate systems. Systems integration focuses on the technological components of information systems

hybrid solutions

use components from different vendors to create the complete solution or may involve customizing COTS software by modifying programming code or adding small programs called scripts

offshore outsourcing

using a vendor that provides services from a location outside the organization's region -Reduces cost because of lower wages -May create backlash (shipping jobs overseas, language barriers)

The outputs of one step in the traditional SDLC flow as inputs into the next step. Because of this it is said to follow what type of method?

waterfall

Which of the following is NOT a question that managers performing Business Process Redesign efforts should ask?

what can we do to make this less expensive?

What advantages does open source software offer to businesses?

-free distribution -available source code -technology neutrality

What are the main factors to consider when deciding whether to build or purchase software?

-Is there COTS software that will meet the business's needs? -Will the software give your company a competitive advantage? -Does the COTS software fit with business processes? -Does the COTS software fit with existing IT architecture and staff? -Do you have the capability to create the required system? -When is the system needed? -What is the total cost of ownership for each approach?

What are the main goals of a CRM system?

-Manage multiple channels of interaction with customer -Provide unified view of each customer across enterprise -Analyze information about customers

Explain what a business process is and give an example from your school environment.

-Series of steps or tasks required to achieve a specific goal -example: registering for classes

What is a series of steps or tasks required to achieve a specific goal?

process

Briefly explain the main steps involved in performing business process redesign

1. automate (first order) -technology performs process more efficiently 2. informate (second order) -technology informs people 3. transform (third order) -fundamental change of process

What are the four key areas for business process improvement?

1. effectiveness 2. efficiency 3. internal control 4. compliance

What is an enterprise resource planning (ERP) system?

A set of information systems tools that are used to manage an organization's resources and enable information flow within and between processes

___________ software is a complete or nearly complete solution obtained from a third party.

Commercial off the shelf software (COTS)

What are customer-managed interactions? How do they differ from CRM?

Customer data is stored and managed by the customer -CMI solves limitations of CRM initiatives: -Future events are more likely known -Inferences are more precise

Using a vendor that provides services from a location outside a client's region is known as:

Offshore outsourcing

What is customer relationship management (CRM)?

Organization-wide strategy for managing an organization's multiple interactions with customers.

If the integration plan is to implement a new system while the existing system is still running, what type of integration plan would you be following?

Parallel Operation

Auto makers spend a significant amount of time and money developing new automobiles. Often these auto makers create a working mock up for display and testing. What methodology are these automakers using?

Prototyping

open source software.

Software that allows users to access the underlying source code for an application. -Linux

What aspects of software development does a methodology specify?

allows individuals to more easily join a project in progress. The standardized roles, processes, documentation, and deliverables make it easier for a new team member to become familiar with what has been done on the project. It also makes it easier for the new member to find relevant information.

On a recent trip to my local grocery store, I noticed that ping pong balls are available for sale in the same aisle where beer and other spirits are sold. What component of a CRM likely made the management at this store consider placing these items next to each other?

analytical

During process improvement, once business processes are properly modeled, they can be ______________.

analyzed

A new process has been adopted at your university where a student can electronically submit a drop request for a particular class. After the drop request is submitted, the instructor and department head are notified via email. After they approve the drop request, notification is sent to the registrar. What level of change is this?

automate

What are some of the results expected from a business redesign effort?

bruh idfk

Which of the following is NOT a process modeling software product?

business process support

It is important to realize that BPR often involves ______________ the way tasks are performed instead of ________________ tasks.

changing, automating

nearshore outsourcing

close to the organizations home location

Project-based outsourcing

contracting with a vendor for a specific project.

During which phase of the SDLC are the outputs of the design phase converted into the actual information system?

development

Which of the following is not a phase in the Customer Service Life Cycle?

dismiss

Which phase of SDLC involves fixing any problems that are uncovered and may involve modifying the program to meet new needs?

maintenance

A process model does not have to be used for descriptive purposes, it can also be ______________.

explanatory

What is the purpose of a supply chain management (SCM) system?

help organizations manage the flow of goods in their supplier and distribution channels to better control inventory, reduce costs, and improve communication with their business partners.

Information systems that are built to meet the needs of individuals at a given level in the organization represent which perspective?

hierarchal

Personnel outsourcing

hire staff without the long-term costs associated with hiring permanent workers.

What is the main focus of the design phase of the SDLC?

how the system will satisfy requirements

What is the difference between a personal and an enterprise information system?

if you think of applications you use that are for individuals only, you might find that Quicken is used to manage your finances or that Microsoft Word is used to write your term papers. Those are considered personal information systems. Conversely, enterprise systems are information systems that serve the needs of the organization or parts of the organization. For example, the organization may use SAP's enterprise resource planning (ERP) applications to manage its finances, including paying bills, receiving invoices, and paying employees.

A new system at your university is able to give details on a course registration in real time on your PC, Laptop, and phone. What level of change is this?

informate

How are applications developed using the functional perspective?

information system applications are developed to meet the needs of individuals in a functional area, such as human resources or marketing. With this perspective, information system developers build a "financial" system, a "marketing" system, a "production" system, or a "human resources" system.

personal information system

information system applications used by individuals and companies to perform tasks.

enterprise information systems

information systems that span an organization and support activities of people in multiple departments

____________ is when firms are able to maintain the lowest level of inventory while still being able to fulfill demand.

just-in-time inventory

In contrast to ________, ERP applications make accessing information easier by providing a central information repository.

legacy systems

Which of the following is not an advantage of outsourcing?

loss of internal competencies