Deck 4: Measuring the Success of Strategic Initiatives

Question 1

Which of the following is not a type of effectiveness IT metric?

A) Customer satisfaction
B) Conversion rates
C) Financial
D) Web traffic

Answer 1

D
Explanation: Web traffic is an efficiency IT metric.

Question 2

What are the measures called that are tied to business drivers?

A) IT efficiency
B) IT effectiveness
C) Key performance indicators
D) None of these

Answer 2

C
Explanation: This is the definition of key performance indicators (KPIs).

Question 3

According to Peter Drucker,what are managers who do things right addressing?

A) Efficiency
B) Effectiveness
C) Both efficiency and effectiveness
D) Customer metrics

Answer 3

A
Explanation: "Doing things right" addresses efficiency.

Question 4

What do most companies measure to determine the success of their websites?

A) Throughput
B) Speed
C) Traffic
D) Availability

Question 5

Which of the following is not a type of efficiency IT metric?

A) Speed
B) Availability
C) Usability
D) Throughput

Question 6

What is eBay constantly benchmarking?

A) IT efficiency
B) IT effectiveness
C) IT efficiency and IT effectiveness
D) Usability

Question 7

Websites sometimes deposit on a customer's hard drive a small file containing information about the customer and the customer's web activities.What is that small file called?

A) Click-through
B) Cookie
C) Banner ad
D) Interactivity

Question 8

What is a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser?

A) Click-through
B) Cookie
C) Banner ad
D) Interactivity

Question 9

Which of the following do customer effectiveness metrics typically focus on?

A) Market share
B) Customer acquisition
C) Customer profitability
D) All of these

Question 10

What type of metrics measure throughput,speed,and availability?

A) Efficiency IT metrics
B) Effectiveness IT metrics
C) All of these
D) None of these

Question 11

Which country is ranked first in terms of egovernment efficiency?

A) United States
B) Canada
C) Denmark
D) Australia

Question 12

On the graph depicting the interrelationships between efficiency and effectiveness,where does an organization ideally want to operate?

A) Upper right-hand corner
B) Lower right-hand corner
C) Upper left-hand corner
D) Lower left-hand corner

Question 13

What types of metrics measure customer satisfaction?

A) Efficiency IT metrics
B) Effectiveness IT metrics
C) Both efficiency and effectiveness IT metrics
D) None of these

Question 14

According to Peter Drucker,what are managers who do the right things addressing?

A) Efficiency
B) Effectiveness
C) Both efficiency and effectiveness
D) Customer metrics

Question 15

What is the name for a small ad on one website that advertises the products and services of another business,usually another dot-com business?

A) Click-through
B) Cookie
C) Banner ad
D) Interactivity

Question 16

What is measured by such benchmarks as satisfaction surveys,percentage of existing customers retained,and increases in revenue dollars per customer?

A) Usability
B) Customer satisfaction
C) Financial
D) Conversion rates

Question 17

Which country is ranked first in terms of egovernment effectiveness?

A) United States
B) Canada
C) Denmark
D) Australia

Question 18

What types of security must an organization offer its customers when it provides them with the ability to purchase products over the Internet?

A) Encryption and SSL
B) SSL and HTTP
C) Encryption and HTTP
D) All of these

Question 19

What percentage of total capital expenditures are some organizations spending on IT?

A) 5 percent
B) 25 percent
C) 50 percent
D) 75 percent

Question 20

Which term is used to describe the ease with which people perform transactions and/or find information?

A) Usability
B) Customer satisfaction
C) Financial
D) Conversion rates

Question 21

The balanced scorecard views the organization from four perspectives,and users should develop metrics,collect data,and analyze their business relative to each of these perspectives.Which of the following is not one of the four perspectives in the balanced scorecard?

A) The leading perspective
B) The internal business process perspective
C) The customer perspective
D) The financial perspective

Question 22

Benchmarks are baseline values the system seeks to attain.

Question 23

What type of metrics includes number back order,customer order promised cycle time,and customer order actual cycle time?

A) CRM metrics
B) SCM metrics
C) BPR metrics
D) ERP metrics

Question 24

The balanced scorecard was developed by Drs.Robert Kaplan of the Harvard Business School and David Norton.Which systems does the balanced scorecard measure?

A) CRM and ERP
B) BPR and ERP
C) SCM and ERP
D) SCM and CRM

Question 25

What type of metrics includes number of marketing campaigns,new customer retention rates,and number of feedbacks by marketing campaign?

A) CRM metrics
B) SCM metrics
C) BPR metrics
D) ERP metrics

Question 26

Which category of website metrics measures the number of times a particular web page has been viewed by visitors in a given time period?

A) Visitor metric
B) Exposure metric
C) Service metric
D) Hit metric

Question 27

Measuring the amount of website traffic is the best way to determine a website's success.

Question 28

Which of the following is not a typical CRM metric?

A) Sales metrics
B) Service metrics
C) Marketing metrics
D) Inventory metrics

Question 29

Which type of metric measures when a visitor reaches a website and their computer sends a request to the site's computer server to begin displaying pages?

A) Visitor metric
B) Exposure metric
C) Visit metric
D) Hit metric

Question 30

Effectiveness IT metrics include throughput,speed,and availability.

Question 31

Which of the following is a type of metric based on website data?

A) Number of visits to a website
B) Number of abandoned registrations
C) Number of abandoned shopping carts
D) All of these

Question 32

Which of the following is a type of SCM metric?

A) Customer order promised cycle time
B) Customer order actual cycle time
C) Inventory replenishment cycle time
D) All of these

Question 33

What is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action?

A) The balanced cycle time
B) Porter's five forces
C) Porter's three generic strategies
D) The balanced scorecard

Question 34

All of the following are types of website visitors except:

A) Usability visitor
B) Session visitor
C) Identified visitor
D) Tracked visitor

Question 35

Customer metrics assess the management of customer relationships by the organization.

Question 36

What category of website metrics does stickiness,or visit duration time,belong to?

A) Service metric
B) Exposure metric
C) Visit metric
D) Hit metric

Question 37

___________ IT metrics measure the performance of the IT system itself including throughput,speed,and availability.

Question 38

What type of metrics includes number of prospective customers,number of new customers,and number of retained customers?

A) CRM metrics
B) SCM metrics
C) BPR metrics
D) ERP metrics

Question 39

There is a rule for how many metrics,out of the hundreds of possible CRM metrics,should be tracked and analyzed at any given management level.What is the rule?

A) Best practice is to track and analyze no more than two (plus or minus two) metrics.
B) Best practice is to track and analyze no more than five (plus or minus two) metrics.
C) Best practice is to track and analyze no more than seven (plus or minus two) metrics.
D) None of these, as it depends on the type of industry.

Question 40

Canada is ranked first in terms of egovernment efficiency IT metrics.

Question 41

Web _________ includes a host of benchmarks,such as the number of page-views,the number of unique visitors,and the average time spent viewing a web page.

Question 42

Describe how an organization should determine the efficiency and effectiveness of its website.

Question 43

A ___________________ is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action.

Question 44

A(n)___________________ is an unfilled customer order.

Question 45

Define the relationship between benchmarks and benchmarking.

Question 46

Explain the difference between efficiency and effectiveness.

Question 47

______________ is a process of continuously measuring system results,comparing those results to optimal system performance,and identifying steps and procedures to improve system performance.

Question 48

A large amount of website _______ does not necessarily indicate large sales.

Question 49

Describe and identify visitor,exposure,visit,and hit website metrics.

Question 50

_________ is the percentage of potential customers who visit a site and actually buy something.

Question 51

Explain the interrelationships of efficiency and effectiveness IT metrics.

Question 52

A(n)____________ is a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser.

Question 53

__________ metrics assess the management of customer relationships by the organization.

Question 54

_________ focuses on the extent to which an organization is using its resources in an optimal way.

Question 55

_________ IT metrics measure the impact IT has on business processes and activities,including customer satisfaction,conversion rates,and sell-through increases.

Question 56

______________ is the amount of information that can travel through a system at any point in time.

Question 57

System _____________ is the number of hours a system is available for use by customers and employees.

Question 58

________ are baseline values the system seeks to attain.

Question 59

__________ focuses on how well an organization is achieving its goals and objectives.