Deck 7: Processes, Organizations, and Information Systems

Question 1

________ processes span an organization and support activities in multiple departments.

A)Enterprise
B)Inter-enterprise
C)Strategic
D)Reactive

Answer 1

A

Question 2

Which of the following statements about enterprise information systems is true?

A)The procedures are not formalized or documented.
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.

Answer 2

C

Question 3

Which of the following is a characteristic of an inter-enterprise information system?

A)Its problem solutions affect multiple organizations.
B)It is flexible and easily adaptable to organizational changes.
C)It increases data duplication among departments.
D)It does not require users to have any formal training.

Answer 3

A

Question 4

Which of the following workgroup processes is related to manufacturing?

A)order entry and tracking
B)finished goods inventory management
C)product and brand management
D)capacity planning and scheduling

Question 5

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.

A)customer service
B)operations
C)human resources
D)marketing

Question 6

Which of the following workgroup processes is related to customer service?

A)assessment
B)account tracking
C)sales forecasting
D)accounts payable

Question 7

Which of the following statements is true about workgroup 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.

Question 8

Supply chain management is an example of a(n)________.

A)enterprise information system
B)personal information system
C)inter-enterprise information system
D)departmental information system

Question 9

Structured processes are adaptive processes that change structure rapidly and readily.

Question 10

Which of the following is an example of a dynamic process?

A)Samsung accepts the 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 representatives to help customers with their online orders.
D)Nike uses Facebook and Twitter to generate buzz about its new line of running shoes.

Question 11

Which of the following information systems eliminates data duplication and carefully manages changes to duplicated data to maintain consistency?

A)departmental information systems
B)workgroup information systems
C)personal information systems
D)enterprise information systems

Question 12

Which of the following is a characteristic of dynamic processes?

A)They support strategic and less structured managerial decisions.
B)They are usually formally defined and documented.
C)They support operational and managerial decisions and activities.
D)They are standardized processes.

Question 13

Which of the following workgroup processes is related to operations?

A)account updating and tracking
B)sales forecasting
C)finished goods inventory management
D)treasury and account management

Question 14

Both structured processes and dynamic processes are formally defined processes.

Question 15

________ are flexible, informal, and adaptive processes that normally involve strategic and less structured managerial decisions and activities.

A)Operational processes
B)Dynamic processes
C)Inherent processes
D)Structured processes

Question 16

________ are formally defined, standardized processes that involve day-to-day operations.

A)Dynamic processes
B)Unstructured processes
C)Structured processes
D)Kinetic processes

Question 17

Structured processes are standardized processes that involve day-to-day operations.

Question 18

Which of the following workgroup processes is related to sales and marketing?

A)lead tracking
B)order management
C)customer support
D)accounts receivable

Question 19

________ is an example of an inter-enterprise information system.

A)CRM
B)PRIDE
C)ERP
D)EAI

Question 20

Which of the following is an example of a structured process?

A)ill-defined situations
B)collaboration
C)customer returns
D)social networking

Question 21

Process ________ is a measure of how well a process achieves organizational strategy.

A)efficiency
B)conformance
C)effectiveness
D)reliability

Question 22

Define enterprise information systems, and describe their characteristics.

Question 23

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 ________.

A)augmenting a human performing an activity
B)controlling data quality process flow
C)performing an activity
D)cutting down expenses

Question 24

The procedures for using workgroup information systems need to be understood only by the IT department of an organization.

Question 25

Dynamic processes support operational activities.

Question 26

________ is a measure of the ratio of process outputs to inputs.

A)Process effectiveness
B)Process efficiency
C)Process conformance
D)Process reliability

Question 27

Define workgroup processes, enterprise processes, and inter-enterprise processes.

Question 28

CRM is an example of a structured inter-enterprise information system.

Question 29

Describe inter-enterprise information systems.

Question 30

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?

A)limit the number of products customers can buy
B)limit the number of customers in the supermarket
C)change the process structure
D)change process resources

Question 31

Enterprise processes span an organization and support activities in multiple departments.

Question 32

Product and brand management is a process concerning the sales and marketing department.

Question 33

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 ________.

A)conformity
B)effectiveness
C)reliability
D)efficiency

Question 34

Information systems improve process quality by ________.

A)duplicating data
B)entirely replacing human activity
C)changing the work culture
D)controlling process flow

Question 35

The structure of a process has no bearing on its efficiency.

Question 36

Define structured processes and list their characteristics.

Question 37

The two dimensions of process quality are ________.

A)efficiency and effectiveness
B)performance and reliability
C)conformance and durability
D)perception and serviceability

Question 38

Define dynamic processes and list their characteristics.

Question 39

Order tracking and account tracking are business processes concerning the operations department.

Question 40

Process efficiency is a measure of the ratio of process outputs to inputs.

Question 41

List the problems associated with information silos.

Question 42

Which phase of the customer life cycle categorizes customers according to value and attempt to win back high-value customers?

A)loss/churn
B)customer acquisition
C)relationship management
D)marketing

Question 43

What are the two dimensions of process quality? How can organizations improve process quality? How do information systems improve process quality?

Question 44

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?

A)data duplication
B)isolated decisions
C)limited information
D)disjointed processes

Question 45

The primary purpose of an ERP system is ________.

A)customization
B)duplication
C)integration
D)customer acquisition

Question 46

________ are predesigned procedures for using software products.

A)Inherent processes
B)Triggers
C)Modules
D)Service descriptions

Question 47

Which of the following is a solution for problems arising from information silos?

A)departmentalization of an organization
B)limiting communication to top-level management
C)integrating data into a single database
D)isolating functional applications

Question 48

When an organization has inconsistent duplicated data, it is said to have a(n)________.

A)information silo
B)data integrity problem
C)error of omission
D)data segregation problem

Question 49

________ 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

Question 50

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

Question 51

Workgroups can develop information systems for their own needs, but, over time, this would result in information silos.

Question 52

Enterprise application integration is a ________.

A)suite of software applications that consolidates existing systems by providing layers of software that connect applications together
B)strategy that uses business process management to radically enhance customer service experience from any customer base
C)suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform
D)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

Question 53

Adding process resources increases process effectiveness but adds costs.

Question 54

________ is the activity of altering existing and designing new 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

Question 55

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

Question 56

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 ________.

A)organizational inefficiency
B)loss of business
C)data duplication
D)increased expense

Question 57

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.

A)business process reengineering
B)customer relationship management
C)enterprise resource planning
D)customer lifecycle management

Question 58

Information systems can improve process quality by augmenting the actions of a human who is performing that activity.

Question 59

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.

A)relationship management
B)loss/churn
C)marketing
D)customer acquisition

Question 60

What is the fundamental problem of information silos? How can this problem be remedied?

Question 61

Define ERP. What is the primary purpose of an ERP system?

Question 62

CRM systems incorporate accounting, manufacturing, inventory, and human resources applications.

Question 63

Business process reengineering is a quick process but is exceedingly expensive.

Question 64

List the functions of enterprise application integration (EAI).

Question 65

The primary purpose of an ERP system is integration.

Question 66

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

Question 67

The inherent processes defined in an ERP solution are referred to by some ERP vendors as ________.

A)database transactions
B)stored procedures
C)transaction logs
D)process blueprints

Question 68

Which ERP vendor acquired PeopleSoft and Siebel?

A)Oracle
B)Infor
C)Microsoft Dynamics
D)SAP

Question 69

What are the four phases of the customer life cycle? Briefly describe each phase.

Question 70

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?

A)steps for obtaining top-level management support
B)steps for using the applications to accomplish the activities in various processes
C)procedures to deal with employee resistance to the new system
D)procedures to prepare for organizational changes while implementing ERP solutions

Question 71

ERP vendors sometimes 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)employ the employer

Question 72

An Enterprise Resource Planning (ERP)solution does not include ________.

A)a database design
B)the company's operational data
C)initial configuration data
D)stored procedures

Question 73

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

Question 74

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

Question 75

Identify the top two ERP vendors.

A)Infor and SAP
B)SAP and Oracle
C)Microsoft Dynamics and Infor
D)Microsoft Dynamics and SAP

Question 76

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

Question 77

Which of the following is performed by enterprise application integration?

A)It duplicates the data because each application has its own database.
B)It connects system "islands" via a new layer of software.
C)It prevents a gradual move to ERP.
D)It prevents existing applications from communicating and sharing data.

Question 78

Choosing an ERP solution that has applications that function close to the organization's requirements is critical to its successful implementation.

Question 79

Which of the following ERP products did Infor acquire?

A)Solomon
B)PeopleSoft
C)GP
D)Baan

Question 80

What are the major ERP products of Microsoft Dynamics?

A)AX, Nav, GP, and Solomon
B)PeopleSoft and Siebel
C)Baan, Zoho, and NetSuite
D)FoxPro, DB2, IDOL, CMDB, and Omi