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MIS chapter 7

C
________ are formally defined, standardized processes that involve day-to-day operations.
A) Dynamic processes
B) Unstructured processes
C) Structured processes
D) Kinetic processes
C
Which of the following is an example of a structured process?
A) deciding on the location of a new store
B) solving the problem of excessive product returns
C) purchasing the right amount of raw materials
D) using social media to create buzz about a new product
B
________ are flexible, informal, and adaptive processes that normally involve strategic and less specific managerial decisions and activities.
A) Operational processes
B) Dynamic processes
C) Inherent processes
D) Structured processes
D
Which of the following is an example of a dynamic process?
A) Samsung accepts a return of a defective television from its dealer.
B) Starbucks places an order for coffee beans from its local supplier.
C) Amazon.com hires customer service respresentatives to help customers with their online orders.
D) Nike uses Facebook and Twitter to generate buzz about its new line of running shoes.
A
Which of the following is a characteristic of dynamic processes?
A) They are adaptive processes that change structure rapidly and readily.
B) They are usually formally defined and documented.
C) They support operational and managerial decisions and activities.
D) They are standardized processes.
A
Which of the following business processes is related to sales and marketing?
A) lead tracking
B) order management
C) customer support
D) accounts receivable
C
Which of the following business processes is related to operations?
A) account tracking
B) sales forecasting
C) finished-goods inventory management
D) treasury management
D
Which of the following business processes is related to manufacturing?
A) order entry and tracking
B) finished-goods inventory management
C) product and brand management
D) planning and scheduling
B
Which of the following business processes is related to customer service?
A) assessment
B) account tracking
C) sales forecasting
D) accounts payable
C
Which of the following business processes is related to human resources?
A) lead tracking
B) customer support
C) assessment
D) order management
D
Which of the following information systems minimizes data duplication among departments?
A) interenterprise information systems
B) departmental information systems
C) personal information systems
D) enterprise information systems
D
Which of the following statements is true regarding departmental information systems?
A) They are easy to change.
B) They minimize data duplication among departments.
C) They can be operated without training.
D) They support 10 to 100 users.
A
________ processes span an organization and support activities in multiple departments.
A) Structured enterprise
B) Structured interenterprise
C) Structured strategic
D) Structured reactive
C
Which of the following statements about enterprise information systems is true?
A) Their procedures are not documented, but are understood within the group.
B) They do not require users to have any formal training.
C) They are very difficult to change.
D) They support 10 to 100 users.
C
The information system that a restaurant uses to order supplies and ingredients from its suppliers is an example of a(n) ________.
A) enterprise information system
B) personal information system
C) interenterprise information system
D) departmental information system
A
Which of the following statements about a structured interenterprise information system is true?
A) Its procedures are formalized and the problem solutions affect multiple organizations.
B) It is flexible and easily adaptable to organizational changes.
C) It minimizes data duplication among departments.
D) It does not require users to have any formal training.
B
________ is an example of an interenterprise information system.
A) CRM
B) SCM
C) ERP
D) EAI
A
The two dimensions of process quality are ________.
A) efficiency and effectiveness
B) performance and reliability
C) conformance and durability
D) perception and serviceability
B
________ is a measure of the ratio of process outputs to inputs.
A) Process effectiveness
B) Process efficiency
C) Process conformance
D) Process reliability
C
Process ________ is a measure of how well a process achieves organizational strategy.
A) efficiency
B) conformance
C) effectiveness
D) reliability
D
Information systems improve process quality by ________.
A) duplicating data
B) entirely replacing human activity
C) changing the work culture
D) controlling process flow
C
Which of the following conditions exists when data are isolated in separated information systems?
A) information overload
B) encapsulation
C) information silo
D) data segregation
B
Information silos are also referred to as ________.
A) blind spots
B) islands of automation
C) errors of omission
D) bottlenecks
D
Information silos are not a problem until they begin to ________.
A) rely on service-oriented architecture
B) integrate data
C) revise business processes
D) use and store data about the same entities
B
________ is the activity of altering and designing business processes to take advantage of new information systems.
A) Business process modeling
B) Business process reengineering
C) Business process outsourcing
D) Enterprise resource planning
A
________ are predesigned procedures for using software products.
A) Inherent processes
B) Triggers
C) Modules
D) Service descriptions
B
________ 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.
A) Business process reengineering
B) Customer relationship management
C) Enterprise resource planning
D) Customer lifecycle management
C
In which phase of the customer life cycle are messages sent to the target market to attract customer prospects?
A) relationship management
B) loss/churn
C) marketing
D) customer acquisition
C
Which phase of the customer life cycle focuses on increasing the value of existing customers by selling them more product?
A) marketing
B) customer acquisition
C) relationship management
D) loss/churn
A
In which phase of the customer life cycle do processes categorize customers according to value and attempt to win back high-value customers?
A) loss/churn
B) customer acquisition
C) relationship management
D) marketing
A
________ 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.
A) Enterprise resource planning
B) Customer relationship management
C) Enterprise application integration
D) Business process reengineering
C
The primary purpose of an ERP system is ________.
A) customization
B) duplication
C) integration
D) customer acquisition
A
Enterprise application integration is ________.
A) a suite of software applications that links existing systems by providing layers of software that connect applications together
B) a strategy that uses business process management to radically enhance the customer service experience from any customer touchpoint
C) a suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform
D) 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
B
Which of the following statements is true of enterprise application integration?
A) It leads to data duplication because each application has its own database.
B) It connects system “islands” via a new layer of software.
C) It leverages existing systems, and enhances the capabilities of functional applications.
D) It prevents existing applications from communicating and sharing data.
D
The major benefit of enterprise application integration is that it ________.
A) minimizes the requirement for formalized procedures
B) acts as a cost effective alternative to ERP, with greater capabilities
C) utilizes a centralized database
D) enables organizations to use existing applications
B
An ERP solution does not include ________.
A) a database design
B) a company’s operational data
C) initial configuration data
D) stored procedures
C
A(n) ________ is a computer program stored within a database that runs to keep the database consistent when certain conditions arise.
A) stored procedure
B) index
C) trigger
D) transaction
C
A stored procedure is a ________.
A) program stored in a database that keeps the database consistent when certain conditions arise
B) history of actions executed by a database management system
C) computer program stored in a database that is used to enforce business rules
D) data structure that improves the speed of data retrieval operations in a database
D
The inherent processes defined in an ERP solution are known as ________.
A) database transactions
B) stored procedures
C) transaction logs
D) process blueprints
A
ERP vendors train an organization’s employees, called Super Users, to become in-house ERP trainers, in training sessions called ________.
A) train the trainer
B) top-down training
C) on-the-job training
D) vestibule training
B
ERP training falls into two broad categories, one of which is training on how to use the ERP application software. Which of the following activities is a part of this category?
A) obtaining top-level management support
B) steps for using the ERP applications to accomplish the activities in processes
C) dealing with employee resistance to the new system
D) preparing the organization for change
B
To reduce the substantial work that needs to be done to customize an ERP application to a particular customer, ERP vendors provide ________.
A) service descriptions
B) industry-specific solutions
C) inherent processes
D) DIY modules
B
Who are the top two ERP vendors?
A) Epicor and Oracle
B) Oracle and SAP
C) Microsoft Dynamics and Infor
D) Microsoft Dynamics and SAP
C
The four major ERP products of ________ are AX, Nav, GP, and Solomon.
A) Oracle
B) SAP
C) Microsoft Dynamics
D) Epicor
D
ERP vendor Infor acquired which of the following ERP products?
A) Solomon
B) GP
C) Epicore 9
D) Baan
A
Which ERP vendor acquired PeopleSoft and Siebel?
A) Oracle
B) Infor
C) Epicor
D) SAP
A
When implementing new enterprise systems, usually the only solution for resolving process issues and providing enterprise process management is ________.
A) developing committees and steering groups
B) reinforcing employees’ sense of self-efficacy
C) establishing clear and absolute contractual guidelines
D) communicating the need for change to the employees
C
________ is a major task when implementing enterprise systems.
A) Virtualization
B) Encapsulation
C) Gap identification
D) Data duplication
D
Which of the following is an effective technique to overcome employee resistance when implementing new enterprise systems?
A) giving employees ultimatums and deadlines
B) paying employees straight out for transitioning to the new system
C) coercing employees to learn the new system
D) training employees on the successful use of the new system
C
________ refers to a person’s belief that he or she can be successful at his or her job.
A) Self-appraisal
B) Self-actualization
C) Self-efficacy
D) Self-aggrandizement
B
Which of the following is a design philosophy in which activities are organized into modules of functionality that are requested and delivered over the Internet using standards?
A) business process modeling notation
B) service-oriented architecture
C) enterprise application integration
D) cloud computing
A
In SOA terminology, what does it mean if the production of a service is said to be encapsulated?
A) The methodology and location of the service is private.
B) The users of the service need to know how and where the service is performed.
C) The service description is documented in a short or concise form.
D) The description of how to use the service is published using a standardized language.
C
A(n) ________ is an encapsulated software service provided over the Internet using standard protocols.
A) ISP
B) Web browser
C) Web service
D) Web server software
D
A service provider creates a service description, which documents how to use a service, and publishes that description using a standardized language called ________.
A) SGML
B) XML
C) HTML
D) WSDL

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