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Test Bank For Business Driven Information Systems 4th Canadian Edition By Baltzan

 

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Student: ___________________________________________________________________________

  1. IT is the acquisition, processing, storage, and dissemination of __________ information by a microelectronics-based combination of computing and telecommunications.
    A. vocal
    B. pictorial
    C. textual
    D. numerical
    E. All of the above

 

  1. ______ are computer-based tools that people use to work with information and that support the information and information-processing needs of an organization.
    A. Information systems
    B. Management information systems
    C. News papers
    D. Systems

 

  1. _______ is the function that plans for, develops, implements, and maintains IT hardware, software, and applications that people use to support the goals of an organization.
    A. Information technology
    B. Management information system
    C. Technology impact
    D. Information impact

 

  1. The core drivers of information age are ______________.
    A. data
    B. information
    C. business intelligence
    D. knowledge
    E. All of the above

 

  1. Which of the following represents the order of priority for the three primary organizational key resources?
    A. Information systems, People, Processes
    B. People, Processes, Information systems
    C. Information systems, Processes, People
    D. People, Processes, Profit

 

  1. Which of the following represents the relationship between functional areas in a business?
    A. Independent
    B. Autonomous
    C. Interdependent
    D. Self-sufficient

 

  1. Which of the following statements is true?
    A. IS equals business success
    B. IS equals business innovation
    C. IS represents business success and innovation
    D. IS enables business success and innovation

 

  1. Which one of the following can be an information culture in an organization?
    A. Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture
    E. All of the above

 

  1. What is the name of a company’s internal IS department?
    A. Management information systems (MIS)
    B. Information systems (IS)
    C. Information technology (IT)
    D. All of these

 

  1. What are raw facts that describe the characteristics of an object or event?
    A. Information
    B. Knowledge
    C. Data
    D. All of the above

 

  1. _____ is data that has been converted into meaningful and useful context.
    A. Information
    B. Knowledge
    C. Information systems
    D. All of the above

 

  1. Which of the following is considered information?
    A. Quantity sold
    B. Date of sale
    C. Best-selling item
    D. All of the above

 

  1. Which of the following is considered data?
    A. Quantity sold
    B. Best customer by month
    C. Best-selling item by month
    D. Worst selling item by month

 

  1. Which information culture can cause an organization to have a great degree of difficulty operating?
    A. Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

 

  1. Which information culture encourages employees across departments to be open to new insights about crisis and radical changes and seek ways to create competitive advantages?
    A. Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

 

  1. Which information culture allows employees across departments to use information (especially about problems and failures) to improve performance?
    A. Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

 

  1. Which information culture allows employees across departments to search for information to better understand the future and align themselves with current trends and new directions?
    A. Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

 

  1. ______ is the confirmation or validation of an event or object.
    A. Wire
    B. Data
    C. Fact
    D. Wireless

 

  1. Regarding the relationships with customers, organizations function as suppliers and thus prefer to _____ the buyer power of customers (and create a competitive advantage).
    A. increase
    B. reduce
    C. not change
    D. All of the above

 

  1. Which of the following information cultures would have the greatest negative impact on Apple’s business?
    A. Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

 

  1. What is a competitive advantage?
    A. A product that an organization’s customers place a lesser value on than similar offerings from a competitor
    B. A product or service that an organization’s customers value more highly than similar offerings from a supplier
    C. A service that an organization’s customers place a lesser value on than similar offerings from a supplier
    D. A product or service that an organization’s customers place a greater value on than similar offerings from a competitor

 

  1. What occurs when an organization can significantly impact its market share by being the first to market with a competitive advantage?
    A. Private exchange
    B. First-mover advantage
    C. Environmental scanning
    D. Loyalty program

 

  1. What is the acquisition and analysis of events and trends in the environment external to an organization?
    A. Private exchange
    B. First-mover advantage
    C. Environmental scanning
    D. Loyalty program

 

  1. Which company, in the text, uses environmental scanning to determine everything from how well competing products are selling to the strategic placement of its own products?
    A. Kia
    B. FedEx
    C. Frito Lay
    D. Audi

 

  1. All of the following are common tools used in industry to analyze and develop competitive advantages, except:
    A. Five Forces Model
    B. Three generic strategies
    C. Competitive analysis model
    D. Value chain analysis

 

  1. In retail grocery industry, rivalry among existing competitors is ______.
    A. high
    B. low
    C. high and low
    D. None of the above

 

  1. What does the Five Forces Model help determine the relative attractiveness of?
    A. An organization
    B. A company
    C. An industry
    D. An investment

 

  1. Which of the following is not one of Porter’s Five Forces?
    A. Buyer power
    B. Supplier power
    C. Threat of substitute buyers
    D. Rivalry among existing competitors

 

  1. Which of the following forces is commonly reduced through the use of a loyalty program?
    A. Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

 

  1. Which of the following represents buyer power in Porter’s Five Forces Model?
    A. Low when buyers have many choices of whom to buy from and high when their choices are few
    B. High when buyers have many choices of whom to buy from and low when their choices are few
    C. Low when buyers have many customers of whom to buy from and low when their customers are few
    D. High when buyers have many customers of whom to buy from and low when their customers are few

 

  1. Which of the following represents supplier power in Porter’s Five Forces Model?
    A. High when buyers have few choices to buy from and low when their choices are many
    B. Low when buyers have few choices of whom to buy from and high when their choices are many
    C. High when buyers have many choices of whom to buy from and low when their choices are few
    D. None of the above

 

  1. The competitive advantage created by following the five forces model and offering higher value is ____ because competitors _____ the competitive advantage.
    A. permanent; cannot duplicate
    B. permanent; duplicate
    C. temporary; duplicate
    D. temporary; cannot duplicate

 

  1. Which of the following is an example of a loyalty program?
    A. Frequent-flier programs for airlines
    B. Frequent-staying programs for hotels
    C. Frequent-dining programs for restaurants
    D. All of the above

 

  1. What is a business-to-business marketplace?
    A. An Internet-based service that brings together many buyers
    B. A personal business that brings together many sellers
    C. An Internet-based service that brings together many buyers and sellers
    D. A personal business that brings together many buyers and sellers

 

  1. What is a business-to-business (B2B) marketplace in which a single buyer posts its needs and then opens the bidding to any supplier who would care to bid?
    A. Reverse auction
    B. Private exchange
    C. Private auction
    D. Reverse exchange

 

  1. What is an auction format in which increasingly lower bids are solicited from organizations willing to supply the desired product or service at an increasingly lower price?
    A. Reverse auction
    B. Private exchange
    C. Private auction
    D. Reverse exchange

 

  1. Which of the following is an example of the way that information technology can reduce supplier power for an organization?
    A. Switching costs
    B. Reverse auction
    C. Entry barrier
    D. Loyalty program

 

  1. Kia has a more _______ strategy.
    A. broad cost leadership
    B. broad differentiation
    C. focused cost leadership
    D. focused differentiation

 

  1. What is an entry barrier?
    A. A product feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive
    B. A service feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive
    C. A product or service feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive
    D. A product or service feature that customers no longer expect from organizations in a particular industry and do not need to be offered by an entering organization to compete and survive

 

  1. Which of the following forces is commonly reduced through the use of switching costs?
    A. Supplier rivalry
    B. Supplier power
    C. Threat of substitute products or services
    D. Rivalry among existing competitors

 

  1. What is high when competition is fierce in a market and low when competition is more complacent?
    A. Buyer power
    B. Supplier power
    C. Threat of substitute products or services
    D. Rivalry among existing competitors

 

  1. All of the following are part of Porter’s Three Generic Strategies, except:
    A. Broad cost leadership
    B. Broad differentiation
    C. Focused strategy
    D. Business process strategy

 

  1. Which of the following is Hyundai using as its generic strategy?
    A. Broad cost leadership
    B. Broad differentiation
    C. Focused cost leadership
    D. Focused differentiation

 

  1. Tesla offers the most _________________ strategy of any in the industry.
    A. broad cost leadership
    B. broad differentiation
    C. focused cost leadership
    D. focused differentiation

 

  1. Which of the following is considered a business process?
    A. Processing a customer’s order
    B. Processing a customer’s inquiry
    C. Processing a customer’s complaint
    D. All of the above

 

  1. Which of the following can an organization use to evaluate the effectiveness of its business processes?
    A. Porter’s Five Forces Model
    B. Three generic strategies
    C. Value chain
    D. First-mover advantage strategy

 

  1. Which approach views an organization as a series of processes, each of which adds value to the product or service for each customer?
    A. Low cost strategy
    B. Business process
    C. Value chain
    D. First-mover advantage

 

  1. Which part of the value chain acquires raw materials and manufactures, delivers, markets, sells, and provides after-sales services?
    A. Primary value activities
    B. Secondary value activities
    C. Support value activities
    D. None of the above

 

  1. Which of the following supports the primary value activities in the value chain?
    A. Primary value activities
    B. Secondary value activities
    C. Support value activities
    D. None of the above

 

  1. Which part of the value chain includes firm infrastructure, human resources management, technology development, and procurement?
    A. Primary value activities
    B. Secondary value activities
    C. Support value activities
    D. None of the above

 

  1. Which one of the following is a support value activity?
    A. Shipping and Receiving
    B. Manufacturing
    C. Product or Service Delivery
    D. Human Resources

 

  1. Which one of the following is used for decision making?
    A. Information
    B. Business Intelligence
    C. Information systems
    D. All of the above

 

  1. Which of the following is considered knowledge?
    A. Quantity sold
    B. Date of sale
    C. Best-selling item
    D. Historical trend of quantity sold

 

  1. Which of the following companies uses the focused differentiation strategy?
    A. Hyundai
    B. Audi
    C. Kia
    D. Tesla

 

  1. Which of the following companies uses the broad differentiation strategy?
    A. Hyundai
    B. Audi
    C. Kia
    D. Tesla

 

  1. Porter suggests that an organization is wise to adopt ___ of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, or (3) focused strategy.
    A. one
    B. two
    C. all
    D. none

 

  1. Which of the following companies uses the focused cost leadership strategy?
    A. Hyundai
    B. Audi
    C. Kia
    D. Tesla

 

  1. Information systems are implemented to support a company’s competitive business ______________________.
    A. market share
    B. technology
    C. profitability
    D. strategy

 

  1. Which of the following companies uses the broad cost leadership strategy?
    A. Hyundai
    B. Audi
    C. Kia
    D. Tesla

 

  1. _______ in the Five Forces Model is high when it is easy for new competitors to enter a market and low when there are significant entry barriers to entering a market.
    A. Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

 

  1. The threat of new entrants in the Five Forces Model is ______ when it is easy for new competitors to enter a market and low when there are significant entry barriers to entering a market.
    A. low
    B. high
    C. unchanged
    D. unaffected

 

  1. ______ in the Porter’s Five Forces Model is high when buyers have many choices of whom to buy from and low when their choices are few.
    A. Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

 

  1. Buyer power in the Porter’s Five Forces Model is ________ when buyers have many choices of whom to buy from and low when their choices are few.
    A. low
    B. high
    C. unchanged
    D. unaffected

 

  1. Who is responsible for ensuring the ethical and legal use of information within an organization?
    A. CIO
    B. CTO
    C. CPO
    D. CSO

 

  1. _______ is high when buyers have few choices to buy from and low when their choices are many.
    A. Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

 

  1. Supplier power is _______ when buyers have few choices to buy from and low when their choices are many.
    A. low
    B. high
    C. unchanged
    D. unaffected

 

  1. Supplier power is high when buyers have ________ choices to buy from and low when their choices are many.
    A. more
    B. few
    C. many
    D. too many

 

  1. Which of the following activities does a CIO perform?
    A. Oversees all uses of information technology
    B. Ensures the strategic alignment of IS with business goals
    C. Ensures the strategic alignment of IS with business objectives
    D. All of the above

 

  1. Supplier power is ____ when buyers have few choices to buy from and ____ when their choices are many.
    A. low; high
    B. high; low
    C. low; low
    D. high; high

 

  1. Broad functions of a CIO include all of the following, except:
    A. Ensuring the delivery of all IS projects, on time and within budget
    B. Ensuring that the strategic vision of IS is in line with the strategic vision of the organization
    C. Building and maintaining strong executive relationships
    D. Building and maintaining strong customer processes

 

  1. Which issue concerns CIOs the most?
    A. Security
    B. Budgeting
    C. Enhancing customer satisfaction and retaining customers
    D. Marketing

 

  1. Who is responsible for ensuring the throughput, transaction speed, accuracy, system availability, and reliability of an organization’s information technology?
    A. CIO
    B. CPO
    C. CTO
    D. CSO

 

  1. Who is responsible for ensuring the security of information systems and developing strategies and IT safeguards against attacks from hackers and viruses?
    A. CIO
    B. CPO
    C. CTO
    D. CSO

 

  1. Who is responsible for collecting, maintaining, and distributing an organization’s knowledge?
    A. CIO
    B. CSO
    C. CTO
    D. CKO

 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their _________________________.
    A. market share
    B. information systems
    C. profitability
    D. competitive advantage

 

  1. Information technology doesn’t include processing of vocal information.
    True    False

 

  1. It is the responsibility of the CIO to ensure effective communications between business and IS personnel.
    True    False

 

  1. An organization’s information culture can directly affect its ability to compete in the global market.
    True    False

 

  1. Manager ensures the delivery of all IS projects, on time and within budget.
    True    False

 

  1. Regarding the relationships with customers, organizations function as suppliers and thus prefer to increase the buyer power of customers.
    True    False

 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their competitive advantage.
    True    False

 

  1. The three generic strategies are broad competitive approaches that organizations fall under.
    True    False

 

  1. Information systems are implemented to support a company’s competitive business strategy.
    True    False

 

  1. Information technology equals business success and innovation.
    True    False

 

  1. Almost all organizations today have an internal IS department, often called Information Technology (IT), Information Systems (IS), or Management Information Systems (MIS).
    True    False

 

  1. Porter suggests that an organization is wise to adopt all of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, and (3) focused strategy.
    True    False

 

  1. Three key resources—people, processes, and information systems, (in that order of priority)—are inextricably linked. If one fails, they all fail.
    True    False

 

  1. The four common information sharing cultures include information-functional culture, information-sharing culture, information-inquiring culture, and information-discovery culture.
    True    False

 

  1. A competitive advantage is typically temporary, unless it is a first-mover advantage.
    True    False

 

  1. Buyer power, supplier power, threat of new entrants, threat of products or services, and rivalry among existing competitors are all included in Porter’s Five Forces Model.
    True    False

 

  1. Switching costs are typically used to influence the threat of substitute products or services.
    True    False

 

  1. Supplier power is low when buyers have few choices to buy from and high when their choices are many.
    True    False

 

  1. An entry barrier is typically used to influence the rivalry among existing competitors.
    True    False

 

  1. Kia is following a broad differentiation strategy.
    True    False

 

  1. In telephone industry, the local number portability (LNP) feature decreases the threat of substitute products.
    True    False

 

  1. The competitive advantages are typically temporary because competitors often seek ways to duplicate the competitive advantage.
    True    False

 

  1. Job titles, roles, and responsibilities do not differ from organization to organization.
    True    False

 

  1. ____________ is responsible for ensuring the ethical and legal use of information within an organization.
    ________________________________________

 

  1. The ability to use the same telephone number while switching the carrier company is called ___________________.
    ________________________________________

 

  1. ____________ is “actionable information,” which is used for decision making.
    ________________________________________

 

  1. The three generic strategies are broad _____________ approaches that organizations fall under.
    ________________________________________

 

  1. Regarding the relationships with customers, organizations function as suppliers and thus prefer to reduce the ____ power of customers.
    ________________________________________

 

  1. ____________ information systems is the function that plans for, develops implements, and maintains IT hardware, software, and applications that people use to support the goals of an organization.
    ________________________________________

 

  1. Information technology is any computer-based tool that people use to work with ____________ and support the information and information processing needs of an organization.
    ________________________________________

 

  1. ____________ are raw facts that describe the characteristics of an event.
    ________________________________________

 

  1. ____________ is data converted into a meaningful and useful context.
    ________________________________________

 

  1. Information- ____________ culture allows employees across departments to search for information to better understand the future and align themselves with current trends and new directions.
    ________________________________________

 

  1. A(n) ________ advantage is a product or service that an organization’s customers place a greater value on than similar offerings from a competitor.
    ________________________________________

 

  1. A first-mover advantage occurs when an organization can significantly impact its market share by being the first to market with a(n) __________ advantage.
    ________________________________________

 

  1. Environmental scanning is the acquisition and analysis of events and trends in the environment _________ to an organization.
    ________________________________________

 

  1. _________ is the acquisition and analysis of events and trends in the environment external to an organization.
    ________________________________________

 

  1. Supplier power is _____ when buyers have few choices to buy from.
    ________________________________________

 

  1. The Five Forces Model helps to determine the relative attractiveness of a(n) _____________.
    ________________________________________

 

  1. Buyer power, supplier power, threat of substitute products or services, threat of new ________, and rivalry among existing competitors are all included in Porter’s Five Forces Model.
    ________________________________________

 

  1. ______________ power in the Porter’s Five Forces Model is high when buyers have few choices to buy from and low when their choices are many.
    ________________________________________

 

  1. ______________ power in the Porter’s Five Forces Model is high when buyers have many choices of whom to buy from and low when their choices are few.
    ________________________________________

 

  1. _________ programs reward customers based on the amount of business they do with a particular organization.
    ________________________________________

 

  1. The competitive advantages are typically temporary because competitors often seek ways to ________ the competitive advantage.
    ________________________________________

 

  1. The travel industry is famous for its _________ programs.
    ________________________________________

 

  1. A(n) ___________ chain consists of all parties involved, directly or indirectly, in the procurement of a product or raw material.
    ________________________________________

 

  1. A(n) __________ exchange is a business-to-business (B2B) marketplace in which a single buyer posts its needs and then opens the bidding to any supplier who would care to bid.
    ________________________________________

 

  1. A reverse auction is an auction format in which increasingly lower bids are solicited from organizations willing to supply the desired product or service at an increasingly ________ price.
    ________________________________________

 

  1. ____________ costs are costs that can make customers reluctant to switch to another product or service.
    ________________________________________

 

  1. An entry __________ is a product or service feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive.
    ________________________________________

 

  1. Porter suggests that an organization is wise to adopt one of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, or (3) ______________.
    ________________________________________

 

  1. Rivalry among existing competitors is ________ when competition is fierce in a market.
    ________________________________________

 

  1. Audi is following a broad _________ strategy with its Quattro model which is available at several price points.
    ________________________________________

 

  1. A(n) __________ process is a standardized set of activities that accomplish a specific task, such as processing a customer’s order.
    ________________________________________

 

  1. ___________ value activities in the value chain acquire raw materials and manufactures, delivers, markets, sells, and provides after-sales services.
    ________________________________________

 

  1. _________ value activities include firm infrastructure, human resource management, technology development, and procurement.
    ________________________________________

 

  1. ____________ is an executive-level position that involves high-level strategic planning and management of information systems pertaining to the creation, storage, and use of information by a business.
    ________________________________________

 

  1. ____________ is responsible for ensuring the throughput, speed, accuracy, availability, and reliability of an organization’s information technology.
    ________________________________________

 

  1. The _________, the three generic strategies, and value chain analysis are all methods by which organizations can assess their competitive advantage.
    ________________________________________

 

  1. The Five Forces Model, the _________, and value chain analysis are all methods by which organizations can assess their competitive advantage.
    ________________________________________

 

  1. Marketing and selling of the product or service is considered a(n) _________ value activity in the value chain.
    ________________________________________

 

  1. The Five Forces Model, the three generic strategies, and ______ are all methods by which organizations can assess their competitive advantage.
    ________________________________________

 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their _______ advantage.
    ________________________________________

 

  1. ______ chain analysis is a highly useful tool in that it provides hard-and-fast numbers for evaluating the activities that add value to products and services.
    ________________________________________

 

  1. Value chain analysis is a highly useful tool in that it provides hard-and-fast numbers for evaluating the activities that add _______ to products and services.
    ________________________________________

 

  1. The _______ knowledge officer is responsible for collecting, maintaining, and distributing the organization’s knowledge.
    ________________________________________

 

  1. The chief ___________ officer is responsible for collecting, maintaining, and distributing the organization’s knowledge.
    ________________________________________

 

  1. IS personnel must understand the ___________ if the organization is going to determine which technologies can benefit (or hurt) the business.
    ________________________________________

 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all ____________________ by which organizations can assess their competitive advantage.
    ________________________________________

 

  1. Discuss what is meant by the term “business-driven information systems.”

 

 

 

 

  1. Distinguish between Information Systems and Information Technology.

 

 

 

 

  1. Compare management information systems (MIS) and information technology (IS).

 

 

 

 

  1. Explain the relationship among people, processes, information systems, and information.

 

 

 

 

  1. Identify four different departments in a typical business and explain how technology helps them to work together.

 

 

 

 

  1. Do you agree or disagree with Friedman’s assessment that the world is flat? Be sure to justify your answer.

 

 

 

 

  1. Explain why competitive advantages are typically temporary.

 

 

 

 

  1. Explain how Frito Lay uses environmental scanning.

 

 

 

 

  1. Describe and compare buyer power and supplier power in Porter’s Five Forces Model. Also, explain how an organization can manipulate buyer power and supplier power.

 

 

 

 

  1. List and describe Porter’s three generic strategies and provide an example of a company that is using each strategy.

 

 

 

 

  1. Explain value chains and the differences between primary and support value activities.

 

 

 

 

  1. Describe the gap between business personnel and IT personnel and what an organization can do to close this gap.

 

 

 

 

  1. Distinguish among data, information, and knowledge.

 

 

 

 

  1. What is the competitive advantage? What are the common tools that organizations use for developing the competitive advantage?

 

 

 

 

  1. What is a business process? Describe upon how organizations evaluate the effectiveness of their business processes.

 

 

 

 

  1. Compare and contrast the five forces model, the three generic strategies, and the value chain analysis. And comment upon how information systems drive the business.

 

 

 

 

  1. List and describe the five common IT-related strategic positions.

 

 

 

 

 

 

c1 Key

  1. IT is the acquisition, processing, storage, and dissemination of __________ information by a microelectronics-based combination of computing and telecommunications.
    A.vocal
    B. pictorial
    C. textual
    D. numerical
    E. All of the above

Information technology (IT) is the acquisition, processing, storage, and dissemination of vocal, pictorial, textual, and numerical information by a microelectronics-based combination of computing and telecommunications.

 

Accessibility: Keyboard Navigation
Baltzan – Chapter 01 #1
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. ______ are computer-based tools that people use to work with information and that support the information and information-processing needs of an organization.
    A.Information systems
    B. Management information systems
    C. News papers
    D. Systems

Information systems (IS) are computer-based tools that people use to work with information and that support the information and information-processing needs of an organization.

 

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Baltzan – Chapter 01 #2
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. _______ is the function that plans for, develops, implements, and maintains IT hardware, software, and applications that people use to support the goals of an organization.
    A.Information technology
    B. Management information system
    C. Technology impact
    D. Information impact

Management information systems (MIS) is the function that plans for, develops, implements, and maintains IT hardware, software, and applications that people use to support the goals of an organization.

 

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Baltzan – Chapter 01 #3
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. The core drivers of information age are ______________.
    A.data
    B. information
    C. business intelligence
    D. knowledge
    E. All of the above

The core drivers of the information age are: Data, Information, Business intelligence, and Knowledge.

 

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Baltzan – Chapter 01 #4
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which of the following represents the order of priority for the three primary organizational key resources?
    A.Information systems, People, Processes
    B. People, Processes, Information systems
    C. Information systems, Processes, People
    D. People, Processes, Profit

The key resources—people, processes, and information systems (in that order of priority)—are inextricably linked and are essential for the creation of information.

 

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Baltzan – Chapter 01 #5
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which of the following represents the relationship between functional areas in a business?
    A.Independent
    B. Autonomous
    C. Interdependent
    D. Self-sufficient

Functional areas are interdependent.

 

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Baltzan – Chapter 01 #6
Difficulty: Easy
Learning Objective: 01-01 Explain the role information systems have in business.
 

  1. Which of the following statements is true?
    A.IS equals business success
    B. IS equals business innovation
    C. IS represents business success and innovation
    D. IS enables business success and innovation

An information system can be an important enabler of business success and innovation.

 

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Baltzan – Chapter 01 #7
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which one of the following can be an information culture in an organization?
    A.Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture
    E. All of the above

These are the information cultures.

 

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Baltzan – Chapter 01 #8
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. What is the name of a company’s internal IS department?
    A.Management information systems (MIS)
    B. Information systems (IS)
    C. Information technology (IT)
    D. All of these

Typical organizations have an internal IS department often called Information Technology (IT), Information Systems (IS), or Management Information Systems (MIS).

 

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Baltzan – Chapter 01 #9
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. What are raw facts that describe the characteristics of an object or event?
    A.Information
    B. Knowledge
    C. Data
    D. All of the above

This is the definition of data.

 

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Baltzan – Chapter 01 #10
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. _____ is data that has been converted into meaningful and useful context.
    A.Information
    B. Knowledge
    C. Information systems
    D. All of the above

This is the definition of information.

 

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Baltzan – Chapter 01 #11
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which of the following is considered information?
    A.Quantity sold
    B. Date of sale
    C. Best-selling item
    D. All of the above

Best-selling item is information.

 

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Baltzan – Chapter 01 #12
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which of the following is considered data?
    A.Quantity sold
    B. Best customer by month
    C. Best-selling item by month
    D. Worst selling item by month

Quantity sold is data.

 

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Baltzan – Chapter 01 #13
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which information culture can cause an organization to have a great degree of difficulty operating?
    A.Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

If an organization operates with an information-functional culture it will have a great degree of difficulty operating.

 

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Baltzan – Chapter 01 #14
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which information culture encourages employees across departments to be open to new insights about crisis and radical changes and seek ways to create competitive advantages?
    A.Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

An information-discovery culture will allow an organization to get products to market quickly and easily see a 360-degree view of its entire organization.

 

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Baltzan – Chapter 01 #15
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which information culture allows employees across departments to use information (especially about problems and failures) to improve performance?
    A.Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

This is the definition of information-sharing culture.

 

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Baltzan – Chapter 01 #16
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which information culture allows employees across departments to search for information to better understand the future and align themselves with current trends and new directions?
    A.Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

This is the definition of information-inquiring culture.

 

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Baltzan – Chapter 01 #17
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. ______ is the confirmation or validation of an event or object.
    A.Wire
    B. Data
    C. Fact
    D. Wireless

A fact is the confirmation or validation of an event or object. In the past, people primarily learned facts from books.

 

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Baltzan – Chapter 01 #18
Difficulty: Hard
Learning Objective: 01-01 Explain the role information systems have in business.
 

  1. Regarding the relationships with customers, organizations function as suppliers and thus prefer to _____ the buyer power of customers (and create a competitive advantage).
    A.increase
    B. reduce
    C. not change
    D. All of the above

Regarding the relationships with customers, organizations function as suppliers and thus prefer to reduce the buyer power of customers (and create a competitive advantage).

 

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Baltzan – Chapter 01 #19
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following information cultures would have the greatest negative impact on Apple’s business?
    A.Information-functional culture
    B. Information-sharing culture
    C. Information-inquiring culture
    D. Information-discovery culture

In an information-functional culture employees use information as a means of exercising influence or power over others. With this type of culture it would be difficult for Apple to gain visibility into its overall operations.

 

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Baltzan – Chapter 01 #20
Difficulty: Hard
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. What is a competitive advantage?
    A.A product that an organization’s customers place a lesser value on than similar offerings from a competitor
    B. A product or service that an organization’s customers value more highly than similar offerings from a supplier
    C. A service that an organization’s customers place a lesser value on than similar offerings from a supplier
    D. A product or service that an organization’s customers place a greater value on than similar offerings from a competitor

This is the definition of competitive advantage.

 

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Baltzan – Chapter 01 #21
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. What occurs when an organization can significantly impact its market share by being the first to market with a competitive advantage?
    A.Private exchange
    B. First-mover advantage
    C. Environmental scanning
    D. Loyalty program

This is the definition of first-mover advantage.

 

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Baltzan – Chapter 01 #22
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. What is the acquisition and analysis of events and trends in the environment external to an organization?
    A.Private exchange
    B. First-mover advantage
    C. Environmental scanning
    D. Loyalty program

This is the definition of environmental scanning.

 

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Baltzan – Chapter 01 #23
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Which company, in the text, uses environmental scanning to determine everything from how well competing products are selling to the strategic placement of its own products?
    A.Kia
    B. FedEx
    C. Frito Lay
    D. Audi

Frito Lay uses environment scanning extensively.

 

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Baltzan – Chapter 01 #24
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. All of the following are common tools used in industry to analyze and develop competitive advantages, except:
    A.Five Forces Model
    B. Three generic strategies
    C. Competitive analysis model
    D. Value chain analysis

The competitive analysis model is not discussed in this text.

 

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Baltzan – Chapter 01 #25
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. In retail grocery industry, rivalry among existing competitors is ______.
    A.high
    B. low
    C. high and low
    D. None of the above

The retail grocery industry is intensively competitive. Rivalry among existing competitors in the Five Forces Model is high when competition is fierce in a market and low when competition is more complacent.

 

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Baltzan – Chapter 01 #26
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. What does the Five Forces Model help determine the relative attractiveness of?
    A.An organization
    B. A company
    C. An industry
    D. An investment

This is the definition of Porter’s Five Forces Model.

 

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Baltzan – Chapter 01 #27
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following is not one of Porter’s Five Forces?
    A.Buyer power
    B. Supplier power
    C. Threat of substitute buyers
    D. Rivalry among existing competitors

The answer should be the threat of substitute products or services, not substitute buyers.

 

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Baltzan – Chapter 01 #28
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following forces is commonly reduced through the use of a loyalty program?
    A.Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

To reduce buyer power an organization must make it more attractive for customers to buy from them than from their competition. One of the best IT-based examples is the loyalty programs that many organizations offer.

 

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Baltzan – Chapter 01 #29
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following represents buyer power in Porter’s Five Forces Model?
    A.Low when buyers have many choices of whom to buy from and high when their choices are few
    B. High when buyers have many choices of whom to buy from and low when their choices are few
    C. Low when buyers have many customers of whom to buy from and low when their customers are few
    D. High when buyers have many customers of whom to buy from and low when their customers are few

This is the definition of buyer power.

 

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Baltzan – Chapter 01 #30
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Which of the following represents supplier power in Porter’s Five Forces Model?
    A.High when buyers have few choices to buy from and low when their choices are many
    B. Low when buyers have few choices of whom to buy from and high when their choices are many
    C. High when buyers have many choices of whom to buy from and low when their choices are few
    D. None of the above

This is the definition of supplier power.

 

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Baltzan – Chapter 01 #31
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The competitive advantage created by following the five forces model and offering higher value is ____ because competitors _____ the competitive advantage.
    A.permanent; cannot duplicate
    B. permanent; duplicate
    C. temporary; duplicate
    D. temporary; cannot duplicate

Unfortunately, competitive advantages are typically temporary because competitors often seek ways to duplicate the competitive advantage.

 

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Baltzan – Chapter 01 #32
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Which of the following is an example of a loyalty program?
    A.Frequent-flier programs for airlines
    B. Frequent-staying programs for hotels
    C. Frequent-dining programs for restaurants
    D. All of the above

All of these are examples of loyalty programs.

 

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Baltzan – Chapter 01 #33
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. What is a business-to-business marketplace?
    A.An Internet-based service that brings together many buyers
    B. A personal business that brings together many sellers
    C. An Internet-based service that brings together many buyers and sellers
    D. A personal business that brings together many buyers and sellers

This is the definition of B2B marketplace.

 

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Baltzan – Chapter 01 #34
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. What is a business-to-business (B2B) marketplace in which a single buyer posts its needs and then opens the bidding to any supplier who would care to bid?
    A.Reverse auction
    B. Private exchange
    C. Private auction
    D. Reverse exchange

This is the definition of private exchange.

 

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Baltzan – Chapter 01 #35
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. What is an auction format in which increasingly lower bids are solicited from organizations willing to supply the desired product or service at an increasingly lower price?
    A.Reverse auction
    B. Private exchange
    C. Private auction
    D. Reverse exchange

This is the definition of reverse auction.

 

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Baltzan – Chapter 01 #36
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following is an example of the way that information technology can reduce supplier power for an organization?
    A.Switching costs
    B. Reverse auction
    C. Entry barrier
    D. Loyalty program

A reverse auction reduces supplier power, while switching costs and entry barriers are typically used to increase supplier power.

 

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Baltzan – Chapter 01 #37
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Kia has a more _______ strategy.
    A.broad cost leadership
    B. broad differentiation
    C. focused cost leadership
    D. focused differentiation

Kia has a more focused cost leadership strategy.

 

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Baltzan – Chapter 01 #38
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. What is an entry barrier?
    A.A product feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive
    B. A service feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive
    C. A product or service feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive
    D. A product or service feature that customers no longer expect from organizations in a particular industry and do not need to be offered by an entering organization to compete and survive

This is the definition of entry barrier.

 

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Baltzan – Chapter 01 #39
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following forces is commonly reduced through the use of switching costs?
    A.Supplier rivalry
    B. Supplier power
    C. Threat of substitute products or services
    D. Rivalry among existing competitors

To reduce buyer power an organization must make it more attractive for customers to buy from them than from their competition. One of the best IT-based examples is the loyalty programs that many organizations offer.

 

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Baltzan – Chapter 01 #40
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. What is high when competition is fierce in a market and low when competition is more complacent?
    A.Buyer power
    B. Supplier power
    C. Threat of substitute products or services
    D. Rivalry among existing competitors

This is the definition of rivalry among existing competitors.

 

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Baltzan – Chapter 01 #41
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. All of the following are part of Porter’s Three Generic Strategies, except:
    A.Broad cost leadership
    B. Broad differentiation
    C. Focused strategy
    D. Business process strategy

Business process strategy is not a part of Porter’s Three Generic Strategies.

 

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Baltzan – Chapter 01 #42
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following is Hyundai using as its generic strategy?
    A.Broad cost leadership
    B. Broad differentiation
    C. Focused cost leadership
    D. Focused differentiation

Hyundai is following a broad cost leadership strategy.

 

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Baltzan – Chapter 01 #43
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Tesla offers the most _________________ strategy of any in the industry.
    A.broad cost leadership
    B. broad differentiation
    C. focused cost leadership
    D. focused differentiation

Tesla offers the most focused differentiation strategy of any in the industry.

 

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Baltzan – Chapter 01 #44
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following is considered a business process?
    A.Processing a customer’s order
    B. Processing a customer’s inquiry
    C. Processing a customer’s complaint
    D. All of the above

A business process is a standardized set of activities that accomplish a specific task, such as processing a customer’s order or inquiry or complaint.

 

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Baltzan – Chapter 01 #45
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following can an organization use to evaluate the effectiveness of its business processes?
    A.Porter’s Five Forces Model
    B. Three generic strategies
    C. Value chain
    D. First-mover advantage strategy

Value chains are designed to evaluate business processes.

 

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Baltzan – Chapter 01 #46
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which approach views an organization as a series of processes, each of which adds value to the product or service for each customer?
    A.Low cost strategy
    B. Business process
    C. Value chain
    D. First-mover advantage

This is the definition of value chain.

 

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Baltzan – Chapter 01 #47
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which part of the value chain acquires raw materials and manufactures, delivers, markets, sells, and provides after-sales services?
    A.Primary value activities
    B. Secondary value activities
    C. Support value activities
    D. None of the above

This is the definition of primary value activities.

 

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Baltzan – Chapter 01 #48
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following supports the primary value activities in the value chain?
    A.Primary value activities
    B. Secondary value activities
    C. Support value activities
    D. None of the above

This is the definition of support value activities.

 

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Baltzan – Chapter 01 #49
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which part of the value chain includes firm infrastructure, human resources management, technology development, and procurement?
    A.Primary value activities
    B. Secondary value activities
    C. Support value activities
    D. None of the above

These functions are a part of the support value activities.

 

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Baltzan – Chapter 01 #50
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which one of the following is a support value activity?
    A.Shipping and Receiving
    B. Manufacturing
    C. Product or Service Delivery
    D. Human Resources

See Figure 1.18. Support value activities such as firm infrastructure, human resources management, technology development, and procurement, support the primary value activities.

 

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Baltzan – Chapter 01 #51
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which one of the following is used for decision making?
    A.Information
    B. Business Intelligence
    C. Information systems
    D. All of the above

Knowledge is “actionable information” which is used for decision making.

 

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Baltzan – Chapter 01 #52
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which of the following is considered knowledge?
    A.Quantity sold
    B. Date of sale
    C. Best-selling item
    D. Historical trend of quantity sold

Knowledge is “actionable information.”

 

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Baltzan – Chapter 01 #53
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Which of the following companies uses the focused differentiation strategy?
    A.Hyundai
    B. Audi
    C. Kia
    D. Tesla

Tesla is following a focused differentiation strategy.

 

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Baltzan – Chapter 01 #54
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following companies uses the broad differentiation strategy?
    A.Hyundai
    B. Audi
    C. Kia
    D. Tesla

Audi is pursuing the broad differentiation strategy.

 

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Baltzan – Chapter 01 #55
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Porter suggests that an organization is wise to adopt ___ of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, or (3) focused strategy.
    A.one
    B. two
    C. all
    D. none

Porter suggests that an organization is wise to adopt only one of the three generic strategies.

 

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Baltzan – Chapter 01 #56
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following companies uses the focused cost leadership strategy?
    A.Hyundai
    B. Audi
    C. Kia
    D. Tesla

Kia has a more focused cost leadership strategy.

 

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Baltzan – Chapter 01 #57
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Information systems are implemented to support a company’s competitive business ______________________.
    A.market share
    B. technology
    C. profitability
    D. strategy

Information systems are implemented to support a company’s competitive business strategy.

 

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Baltzan – Chapter 01 #58
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following companies uses the broad cost leadership strategy?
    A.Hyundai
    B. Audi
    C. Kia
    D. Tesla

Hyundai is following a broad cost leadership strategy.

 

Accessibility: Keyboard Navigation
Baltzan – Chapter 01 #59
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. _______ in the Five Forces Model is high when it is easy for new competitors to enter a market and low when there are significant entry barriers to entering a market.
    A.Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

The threat of new entrants in the Five Forces Model is high when it is easy for new competitors to enter a market and low when there are significant entry barriers to entering a market.

 

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Baltzan – Chapter 01 #60
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The threat of new entrants in the Five Forces Model is ______ when it is easy for new competitors to enter a market and low when there are significant entry barriers to entering a market.
    A.low
    B. high
    C. unchanged
    D. unaffected

The threat of new entrants in the Five Forces Model is high when it is easy for new competitors to enter a market and low when there are significant entry barriers to entering a market.

 

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Baltzan – Chapter 01 #61
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ______ in the Porter’s Five Forces Model is high when buyers have many choices of whom to buy from and low when their choices are few.
    A.Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

Buyer power in the Porter’s Five Forces Model is high when buyers have many choices of whom to buy from and low when their choices are few.

 

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Baltzan – Chapter 01 #62
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Buyer power in the Porter’s Five Forces Model is ________ when buyers have many choices of whom to buy from and low when their choices are few.
    A.low
    B. high
    C. unchanged
    D. unaffected

Buyer power in the Porter’s Five Forces Model is high when buyers have many choices of whom to buy from and low when their choices are few.

 

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Baltzan – Chapter 01 #63
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Who is responsible for ensuring the ethical and legal use of information within an organization?
    A.CIO
    B. CTO
    C. CPO
    D. CSO

This is the definition of CPO.

 

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Baltzan – Chapter 01 #64
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. _______ is high when buyers have few choices to buy from and low when their choices are many.
    A.Buyer power
    B. Supplier power
    C. Threat of new entrants
    D. Rivalry among existing competitors

Supplier power is high when buyers have few choices to buy from and low when their choices are many.

 

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Baltzan – Chapter 01 #65
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Supplier power is _______ when buyers have few choices to buy from and low when their choices are many.
    A.low
    B. high
    C. unchanged
    D. unaffected

Supplier power is high when buyers have few choices to buy from and low when their choices are many.

 

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Baltzan – Chapter 01 #66
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Supplier power is high when buyers have ________ choices to buy from and low when their choices are many.
    A.more
    B. few
    C. many
    D. too many

Supplier power is high when buyers have few choices to buy from and low when their choices are many.

 

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Baltzan – Chapter 01 #67
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Which of the following activities does a CIO perform?
    A.Oversees all uses of information technology
    B. Ensures the strategic alignment of IS with business goals
    C. Ensures the strategic alignment of IS with business objectives
    D. All of the above

The CIO performs all of these.

 

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Baltzan – Chapter 01 #68
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Supplier power is ____ when buyers have few choices to buy from and ____ when their choices are many.
    A.low; high
    B. high; low
    C. low; low
    D. high; high

Supplier power is high when buyers have few choices to buy from and low when their choices are many.

 

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Baltzan – Chapter 01 #69
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Broad functions of a CIO include all of the following, except:
    A.Ensuring the delivery of all IS projects, on time and within budget
    B. Ensuring that the strategic vision of IS is in line with the strategic vision of the organization
    C. Building and maintaining strong executive relationships
    D. Building and maintaining strong customer processes

The CIO performs the function of manager, leader, and communicator. The CIO typically does not communicate directly with customers.

 

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Baltzan – Chapter 01 #70
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Which issue concerns CIOs the most?
    A.Security
    B. Budgeting
    C. Enhancing customer satisfaction and retaining customers
    D. Marketing

Although the CIO is considered a position within IS, CIOs must be concerned with more than just IS. In annual industry surveys by industry associations and firms such as Gartner, and Forrester, CIOs have consistently ranked attracting and retaining customers and reducing enterprise costs high in their top yearly priorities.

 

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Baltzan – Chapter 01 #71
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Who is responsible for ensuring the throughput, transaction speed, accuracy, system availability, and reliability of an organization’s information technology?
    A.CIO
    B. CPO
    C. CTO
    D. CSO

This is the definition of chief technology officer (CTO).

 

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Baltzan – Chapter 01 #72
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Who is responsible for ensuring the security of information systems and developing strategies and IT safeguards against attacks from hackers and viruses?
    A.CIO
    B. CPO
    C. CTO
    D. CSO

This is the definition of chief security officer.

 

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Baltzan – Chapter 01 #73
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Who is responsible for collecting, maintaining, and distributing an organization’s knowledge?
    A.CIO
    B. CSO
    C. CTO
    D. CKO

The chief knowledge officer (CKO) is responsible for collecting, maintaining, and distributing an organization’s knowledge.

 

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Baltzan – Chapter 01 #74
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their _________________________.
    A.market share
    B. information systems
    C. profitability
    D. competitive advantage

Organizations use three common tools to analyze and develop competitive advantages: (1) Five Forces Model, (2) three generic strategies, and (3) value chain analysis.

 

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Baltzan – Chapter 01 #75
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Information technology doesn’t include processing of vocal information.
    FALSE

Information technology (IT) is the acquisition, processing, storage, and dissemination of vocal, pictorial, textual, and numerical information by a microelectronics-based combination of computing and telecommunications.

 

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Baltzan – Chapter 01 #76
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. It is the responsibility of the CIO to ensure effective communications between business and IS personnel.
    TRUE

Bridging the gap between IS and business personnel is the CIO’s responsibility.

 

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Baltzan – Chapter 01 #77
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. An organization’s information culture can directly affect its ability to compete in the global market.
    TRUE

An organization’s information culture can directly affect its ability to compete in the global market.

 

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Baltzan – Chapter 01 #78
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Manager ensures the delivery of all IS projects, on time and within budget.
    TRUE

Manager ensures the delivery of all IS projects, on time and within budget.

 

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Baltzan – Chapter 01 #79
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Regarding the relationships with customers, organizations function as suppliers and thus prefer to increase the buyer power of customers.
    FALSE

Regarding the relationships with customers, organizations function as suppliers and thus prefer to reduce the buyer power of customers (and create a competitive advantage).

 

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Baltzan – Chapter 01 #80
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their competitive advantage.
    TRUE

Organizations use three common tools to analyze and develop competitive advantages: (1) Five Forces Model, (2) three generic strategies, and (3) value chain analysis.

 

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Baltzan – Chapter 01 #81
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The three generic strategies are broad competitive approaches that organizations fall under.
    TRUE

The three generic strategies are broad competitive approaches that organizations fall under.

 

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Baltzan – Chapter 01 #82
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Information systems are implemented to support a company’s competitive business strategy.
    TRUE

Information systems are implemented to support a company’s competitive business strategy.

 

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Baltzan – Chapter 01 #83
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Information technology equals business success and innovation.
    FALSE

Information technology is an important enabler of business success and innovation; it does not equal business success and innovation.

 

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Baltzan – Chapter 01 #84
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Almost all organizations today have an internal IS department, often called Information Technology (IT), Information Systems (IS), or Management Information Systems (MIS).
    TRUE

IS Departments can be named IT, IS, or MIS.

 

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Baltzan – Chapter 01 #85
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Porter suggests that an organization is wise to adopt all of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, and (3) focused strategy.
    FALSE

Porter suggests that an organization is wise to adopt one of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, or (3) focused strategy.

 

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Baltzan – Chapter 01 #86
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Three key resources—people, processes, and information systems, (in that order of priority)—are inextricably linked. If one fails, they all fail.
    TRUE

Three key resources—people, processes, and information systems, (in that order of priority)—are inextricably linked. If one fails, they all fail.

 

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Baltzan – Chapter 01 #87
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. The four common information sharing cultures include information-functional culture, information-sharing culture, information-inquiring culture, and information-discovery culture.
    TRUE

These are the four information cultures highlighted in the text.

 

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Baltzan – Chapter 01 #88
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. A competitive advantage is typically temporary, unless it is a first-mover advantage.
    FALSE

All competitive advantages are typically temporary, especially first-mover advantages.

 

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Baltzan – Chapter 01 #89
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Buyer power, supplier power, threat of new entrants, threat of products or services, and rivalry among existing competitors are all included in Porter’s Five Forces Model.
    FALSE

Threat of products or services should be Threat of “substitute” products or services.

 

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Baltzan – Chapter 01 #90
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Switching costs are typically used to influence the threat of substitute products or services.
    TRUE

Switching costs are used by organizations to influence the threat of substitute products or services.

 

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Baltzan – Chapter 01 #91
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Supplier power is low when buyers have few choices to buy from and high when their choices are many.
    FALSE

Supplier power is high when buyers have few choices to buy from and low when their choices are many.

 

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Baltzan – Chapter 01 #92
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. An entry barrier is typically used to influence the rivalry among existing competitors.
    FALSE

Entry barriers are used by organizations to influence the threat of new entrants.

 

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Baltzan – Chapter 01 #93
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Kia is following a broad differentiation strategy.
    FALSE

KIA is following a focused cost leadership strategy.

 

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Baltzan – Chapter 01 #94
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. In telephone industry, the local number portability (LNP) feature decreases the threat of substitute products.
    FALSE

In telephone industry, the local number portability (LNP) feature increases the threat of substitute products.

 

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Baltzan – Chapter 01 #95
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The competitive advantages are typically temporary because competitors often seek ways to duplicate the competitive advantage.
    TRUE

Unfortunately, competitive advantages are typically temporary because competitors often seek ways to duplicate the competitive advantage.

 

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Baltzan – Chapter 01 #96
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Job titles, roles, and responsibilities do not differ from organization to organization.
    FALSE

IT is a relatively new functional area and job titles, roles, and responsibilities often differ dramatically from organization to organization.

 

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Baltzan – Chapter 01 #97
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. ____________ is responsible for ensuring the ethical and legal use of information within an organization.
    Chief privacy officer (CPO)

 

Baltzan – Chapter 01 #98
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. The ability to use the same telephone number while switching the carrier company is called ___________________.
    local number portability (LNP).

 

Baltzan – Chapter 01 #99
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ____________ is “actionable information,” which is used for decision making.
    Knowledge

 

Baltzan – Chapter 01 #100
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. The three generic strategies are broad _____________ approaches that organizations fall under.
    competitive

 

Baltzan – Chapter 01 #101
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Regarding the relationships with customers, organizations function as suppliers and thus prefer to reduce the ____ power of customers.
    buyer

Regarding the relationships with customers, organizations function as suppliers and thus prefer to reduce the buyer power of customers

 

Baltzan – Chapter 01 #102
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ____________ information systems is the function that plans for, develops implements, and maintains IT hardware, software, and applications that people use to support the goals of an organization.
    Management

 

Baltzan – Chapter 01 #103
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Information technology is any computer-based tool that people use to work with ____________ and support the information and information processing needs of an organization.
    information

 

Baltzan – Chapter 01 #104
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. ____________ are raw facts that describe the characteristics of an event.
    Data

 

Baltzan – Chapter 01 #105
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. ____________ is data converted into a meaningful and useful context.
    Information

 

Baltzan – Chapter 01 #106
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Information- ____________ culture allows employees across departments to search for information to better understand the future and align themselves with current trends and new directions.
    inquiring

 

Baltzan – Chapter 01 #107
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. A(n) ________ advantage is a product or service that an organization’s customers place a greater value on than similar offerings from a competitor.
    competitive

 

Baltzan – Chapter 01 #108
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. A first-mover advantage occurs when an organization can significantly impact its market share by being the first to market with a(n) __________ advantage.
    competitive

 

Baltzan – Chapter 01 #109
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Environmental scanning is the acquisition and analysis of events and trends in the environment _________ to an organization.
    external

 

Baltzan – Chapter 01 #110
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. _________ is the acquisition and analysis of events and trends in the environment external to an organization.
    Environmental scanning

 

Baltzan – Chapter 01 #111
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Supplier power is _____ when buyers have few choices to buy from.
    high

Supplier power is high when buyers have few choices to buy from and low when their choices are many.

 

Baltzan – Chapter 01 #112
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The Five Forces Model helps to determine the relative attractiveness of a(n) _____________.
    industry

 

Baltzan – Chapter 01 #113
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Buyer power, supplier power, threat of substitute products or services, threat of new ________, and rivalry among existing competitors are all included in Porter’s Five Forces Model.
    entrants

 

Baltzan – Chapter 01 #114
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ______________ power in the Porter’s Five Forces Model is high when buyers have few choices to buy from and low when their choices are many.
    Supplier

 

Baltzan – Chapter 01 #115
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ______________ power in the Porter’s Five Forces Model is high when buyers have many choices of whom to buy from and low when their choices are few.
    Buyer

 

Baltzan – Chapter 01 #116
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. _________ programs reward customers based on the amount of business they do with a particular organization.
    Loyalty

 

Baltzan – Chapter 01 #117
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The competitive advantages are typically temporary because competitors often seek ways to ________ the competitive advantage.
    duplicate

Unfortunately, competitive advantages are typically temporary because competitors often seek ways to duplicate the competitive advantage.

 

Baltzan – Chapter 01 #118
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. The travel industry is famous for its _________ programs.
    loyalty

 

Baltzan – Chapter 01 #119
Difficulty: Hard
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. A(n) ___________ chain consists of all parties involved, directly or indirectly, in the procurement of a product or raw material.
    supply

 

Baltzan – Chapter 01 #120
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. A(n) __________ exchange is a business-to-business (B2B) marketplace in which a single buyer posts its needs and then opens the bidding to any supplier who would care to bid.
    private

 

Baltzan – Chapter 01 #121
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. A reverse auction is an auction format in which increasingly lower bids are solicited from organizations willing to supply the desired product or service at an increasingly ________ price.
    lower

 

Baltzan – Chapter 01 #122
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ____________ costs are costs that can make customers reluctant to switch to another product or service.
    Switching

 

Baltzan – Chapter 01 #123
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. An entry __________ is a product or service feature that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive.
    barrier

 

Baltzan – Chapter 01 #124
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Porter suggests that an organization is wise to adopt one of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, or (3) ______________.
    focused strategy

Porter suggests that an organization is wise to adopt one of the three generic strategies: (1) broad cost leadership, (2) broad differentiation, or (3) focused strategy.

 

Baltzan – Chapter 01 #125
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Rivalry among existing competitors is ________ when competition is fierce in a market.
    high

 

Baltzan – Chapter 01 #126
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Audi is following a broad _________ strategy with its Quattro model which is available at several price points.
    differentiation

 

Baltzan – Chapter 01 #127
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. A(n) __________ process is a standardized set of activities that accomplish a specific task, such as processing a customer’s order.
    business

 

Baltzan – Chapter 01 #128
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ___________ value activities in the value chain acquire raw materials and manufactures, delivers, markets, sells, and provides after-sales services.
    Primary

 

Baltzan – Chapter 01 #129
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. _________ value activities include firm infrastructure, human resource management, technology development, and procurement.
    Support

 

Baltzan – Chapter 01 #130
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ____________ is an executive-level position that involves high-level strategic planning and management of information systems pertaining to the creation, storage, and use of information by a business.
    Chief Information Officer (CIO)

 

Baltzan – Chapter 01 #131
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. ____________ is responsible for ensuring the throughput, speed, accuracy, availability, and reliability of an organization’s information technology.
    Chief Technology Officer (CTO)

 

Baltzan – Chapter 01 #132
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. The _________, the three generic strategies, and value chain analysis are all methods by which organizations can assess their competitive advantage.
    Five Forces Model

 

Baltzan – Chapter 01 #133
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The Five Forces Model, the _________, and value chain analysis are all methods by which organizations can assess their competitive advantage.
    Three Generic Strategies

 

Baltzan – Chapter 01 #134
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Marketing and selling of the product or service is considered a(n) _________ value activity in the value chain.
    primary

 

Baltzan – Chapter 01 #135
Difficulty: Hard
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The Five Forces Model, the three generic strategies, and ______ are all methods by which organizations can assess their competitive advantage.
    value chain analysis

 

Baltzan – Chapter 01 #136
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their _______ advantage.
    competitive

 

Baltzan – Chapter 01 #137
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. ______ chain analysis is a highly useful tool in that it provides hard-and-fast numbers for evaluating the activities that add value to products and services.
    Value

 

Baltzan – Chapter 01 #138
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Value chain analysis is a highly useful tool in that it provides hard-and-fast numbers for evaluating the activities that add _______ to products and services.
    value

 

Baltzan – Chapter 01 #139
Difficulty: Easy
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. The _______ knowledge officer is responsible for collecting, maintaining, and distributing the organization’s knowledge.
    chief

 

Baltzan – Chapter 01 #140
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. The chief ___________ officer is responsible for collecting, maintaining, and distributing the organization’s knowledge.
    knowledge

 

Baltzan – Chapter 01 #141
Difficulty: Easy
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. IS personnel must understand the ___________ if the organization is going to determine which technologies can benefit (or hurt) the business.
    business

 

Baltzan – Chapter 01 #142
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. The Five Forces Model, the three generic strategies, and value chain analysis are all ____________________ by which organizations can assess their competitive advantage.
    methods

 

Baltzan – Chapter 01 #143
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Discuss what is meant by the term “business-driven information systems.”

Information systems are implemented to support a company’s competitive business strategy. Organizations do not utilize information systems for the sake of information systems themselves. Rather, there must be a solid business reason for implementing an information system that improves an organization’s competitive position. That is, business strategies concerning a company’s competitive advantage should drive information systems choices.

 

Baltzan – Chapter 01 #144
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Distinguish between Information Systems and Information Technology.

Information systems (IS) are computer-based tools that people use to work with information and that support the information and information-processing needs of an organization. An information system can be an important enabler of business success and innovation.
Information technology (IT), on the other hand, is the acquisition, processing, storage, and dissemination of vocal, pictorial, textual, and numerical information by a microelectronics-based combination of computing and telecommunications.

 

Baltzan – Chapter 01 #145
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. Compare management information systems (MIS) and information technology (IS).

MIS is not IS. MIS is a business function. IS is a computer-based tool. Most organizations have an IT Department that is responsible for performing the MIS function. This is similar to an organization having an Accounting Department that is responsible for performing the accounts payable and accounts receivable functions.

 

Baltzan – Chapter 01 #146
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Explain the relationship among people, processes, information systems, and information.

IT in and of itself is not useful unless the right people know how to use and manage it efficiently and effectively. People use processes to work with information systems to produce information. Therefore, people, processes, and information systems (in that order of priority) are inextricable linked. If one fails, they all fail.

 

Baltzan – Chapter 01 #147
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Identify four different departments in a typical business and explain how technology helps them to work together.

Accounting provides quantitative information about the finances of the business including recording, measuring, and describing financial information. Finance deals with the strategic financial issues associated with increasing the value of the business, while observing applicable laws and social responsibilities. Human resources include the policies, plans, and procedures for the effective management of employees (human resources). A sale is the function of selling a good or service and focuses on increasing customer sales, which increases company revenues. Marketing is the process associated with promoting the sale of goods or services. The marketing department supports the sales department by creating promotions that help sell the company’s products. Operations management (also called production management) includes the methods, tasks, and techniques organizations use to produce goods and services. Transportation (also called logistics) is part of operations management. Management information systems (MIS) is the function that plans for, develops, implements, and maintains IT hardware, software, and the portfolio of applications that people use to support the goals of an organization. Functional areas are anything but independent in a business. In fact, functional areas are interdependent. Sales must rely on information from operations to understand inventory, place orders, calculate transportation costs, and gain insight into product availability based on production schedules. For an organization to succeed, every department or functional area must work together sharing common information and not be a “silo.” Information technology can enable departments to more efficiently and effectively perform their business operations.

 

Baltzan – Chapter 01 #148
Difficulty: Medium
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities.
 

  1. Do you agree or disagree with Friedman’s assessment that the world is flat? Be sure to justify your answer.

There is no correct answer to this question; the important point is that your students can justify their point of view. Some students will agree with Friedman that technology has made the world flat. Others, will disagree with Friedman stating that there are still many people that do not have access to technology and for them the world is still round.

 

Baltzan – Chapter 01 #149
Difficulty: Medium
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Explain why competitive advantages are typically temporary.

Competitive advantages are typically temporary because competitors often seek ways to duplicate the competitive advantage. In turn, organizations must develop a strategy based on a new competitive advantage.

 

Baltzan – Chapter 01 #150
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Explain how Frito Lay uses environmental scanning.

Frito lay sends its sales representatives into grocery stores to stock shelves with hand-held computers that record the product offerings, inventory, and even product locations of competitors. Frito-Lay uses this information to gain business intelligence on everything from how well competing products are selling to the strategic placement of its own products.

 

Baltzan – Chapter 01 #151
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Describe and compare buyer power and supplier power in Porter’s Five Forces Model. Also, explain how an organization can manipulate buyer power and supplier power.

Buyer power is high when buyers have many choices of whom to buy from and low when their choices are few. To reduce buyer power (and create a competitive advantage) an organization must make it more attractive for customers to buy from them than from their competition. One of the best IT-based examples is the loyalty programs that many organizations offer. Supplier power is high when buyers have few choices of whom to buy from and low when their choices are many. Supplier power is the converse of buyer (customer) power. A supplier organization in a market will want buyer (customer) power to be low. The supplier wants to be able to set any price it wants for its goods, and if buyers (customers) have low power then they do not have any choice but to pay the high price since there is only one or two suppliers.

 

Baltzan – Chapter 01 #152
Difficulty: Hard
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. List and describe Porter’s three generic strategies and provide an example of a company that is using each strategy.

Organizations typically follow one of Porter’s three generic strategies when entering a new market:

(1) Broad cost leadership
(2) broad differentiation
(3) focused strategy

Broad strategies reach a large market segment. Focused strategies target a niche market. Focused strategies concentrate on either cost leadership or differentiation. Company examples will vary.

 

Baltzan – Chapter 01 #153
Difficulty: Medium
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Explain value chains and the differences between primary and support value activities.

Value chain approach views an organization as a chain, or series, or processes, each of which adds value to the product or service for each customer. To create a competitive advantage, the value chain must enable the organization to provide unique value to its customers. Examining the organization as a value chain determines which activities add value for customers. The organization can then focus specifically on those activities. Primary value activities acquire raw materials and manufactures, delivers, markets, sells, and provides after-sales services. Support value activities support the primary value activities. Customers determine the extent to which each activity adds value to the product or service. The competitive advantage is to (1) Target high value-adding activities to enhance their value, (2) Target low value-adding activities to increase their value, (3) Perform some combination of the two.

 

Baltzan – Chapter 01 #154
Difficulty: Hard
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. Describe the gap between business personnel and IT personnel and what an organization can do to close this gap.

Business personnel possess expertise in functional areas such as marketing, accounting, and sales. IT personnel have the technological expertise. This causes a communications gap between the two. IT personnel have their own vocabularies consisting of acronyms and technical terms. Business personnel have their own vocabularies based on their experience and expertise. For both sides to have effective communications, the business personnel must seek to achieve an increased level of understanding of IT, and the IT personnel must seek to achieve an increased level of understanding of the business.

 

Baltzan – Chapter 01 #155
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Distinguish among data, information, and knowledge.

Data are raw facts that describe the characteristics of an object or event. For example, the characteristics for a sales event could include the date, item number, item description, quantity ordered, customer name, and shipping details.
Information is data converted into a meaningful and useful context. For example, information from sales events could include best-selling item, worst-selling item, best customer, and worst customer.
Information becomes knowledge when information can be acted upon. In this sense, knowledge is “actionable information.”

 

Baltzan – Chapter 01 #156
Difficulty: Medium
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis).
 

  1. What is the competitive advantage? What are the common tools that organizations use for developing the competitive advantage?

A competitive advantage is a product or service that an organization’s customers place a greater value on than similar offerings from a competitor.
Organizations use three common tools to analyze and develop competitive advantages:

(1) Five Forces Model, (2) three generic strategies, and (3) value chain analysis.

 

Baltzan – Chapter 01 #157
Difficulty: Easy
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy.
 

  1. What is a business process? Describe upon how organizations evaluate the effectiveness of their business processes.

A business process is a standardized set of activities that accomplish a specific task, such as processing a customer’s order. To evaluate the effectiveness of its business processes, an organization can use Michael Porter’s value chain approach. An organization creates value by performing a series of activities that Porter identified as the value chain. The value chain approach views an organization as a series of processes, each of which adds value to the product or service for each customer. To create a competitive advantage, the value chain must enable the organization to provide unique value to its customers. In addition to the firm’s own value-creating activities, the firm operates in a value system of vertical activities, including those of upstream suppliers and downstream channel members. To achieve a competitive advantage, the firm must perform one or more value-creating activities in a way that creates more overall value than its competitors. Added value is created through lower costs or superior benefits to the consumer (differentiation). Organizations can add value by offering lower prices or by competing in a distinctive way. Examining the organization as a value chain (actually numerous distinct but inseparable value chains) leads to identifying the important activities that add value for customers and then finding IS systems that support those activities.

 

Baltzan – Chapter 01 #158
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. Compare and contrast the five forces model, the three generic strategies, and the value chain analysis. And comment upon how information systems drive the business.

The Five Forces Model, the three generic strategies, and value chain analysis are all methods by which organizations can assess their competitive advantage. The Five Forces Model is a framework that helps companies evaluate the relative attractiveness of entering or operating within an industry. It is a framework that can be used to assess the attractiveness of the industry in which a firm competes. The three generic strategies are broad competitive approaches that organizations fall under. Knowing which broad competitive approach an organization is following can help that organization make informed decisions about how the company should compete with other firms. Value chain analysis is a systematic approach organizations can use to assess and improve the value of their business activities. Knowing the value of each business activity can help an organization decide upon how to change or improve those activities to help it become more competitive. These three methods, in their own unique ways, give organizations insight into how they can behave more competitively. Armed with this knowledge, organizations can then think about how information systems can be used to facilitate and support this behavior.
An information system can be designed to increase a company’s supplier power with its customers, or reduce the threat of substitute products or services, or decrease the threat of new entrants to the market-space. Likewise, an information system can be implemented to help a company function more effectively and efficiently within a certain generic strategy. Similarly, information systems can be developed to enhance the performance of poor-performing value activities or strengthen important value chains. This is what is meant by the term business-driven information systems. Information systems are implemented to support a company’s competitive business strategy. Organizations do not use information systems for the sake of the systems themselves—they must have a solid business reason for implementing an information system so it improves an organization’s competitive position. In other words, it is the business strategies concerning a company’s competitive advantage that should drive information systems choices.

 

Baltzan – Chapter 01 #159
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

  1. List and describe the five common IT-related strategic positions.

Chief Information Officer (CIO) oversees all uses of IT and ensures the strategic alignment of IT with business goals and objectives. Chief Technology Officer (CTO) is responsible for ensuring the throughput, speed, accuracy, availability, and reliability of IT. Chief Security Officer (CSO) is responsible for ensuring the security of IT system. Chief Privacy Officer (CPO) is responsible for ensuring the ethical and legal use of information. Chief Knowledge Office (CKO) is responsible for collecting, maintaining, and distributing the organization’s knowledge.

 

Baltzan – Chapter 01 #160
Difficulty: Easy
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel.
 

 

 

c1 Summary

Category # of Questions
Accessibility: Keyboard Navigation 97
Baltzan – Chapter 01 160
Difficulty: Easy 85
Difficulty: Hard 6
Difficulty: Medium 69
Learning Objective: 01-01 Explain the role information systems have in business. 2
Learning Objective: 01-02 Explain information systems basics; and the responsibilities of senior IS personnel. 38
Learning Objective: 01-03 Describe the job market in Canada over the next several years for MIS and ICT professionals; and identify the opportunities. 17
Learning Objective: 01-04 Describe how business-driven information systems can increase a company’s competitive business strategy. 21
Learning Objective: 01-05 Explain the various ways organizations can assess their competitive advantage (e.g.; the Five Forces Model; three generic strategies; and value chain analysis). 82

 

 

c3

Student: ___________________________________________________________________________

  1. What is an IT-based set of tools that supports the work of teams by facilitating the sharing and flow of information?
    A. Collaboration system
    B. Unstructured system
    C. Content system
    D. Content management system

 

  1. In 2013, Cisco announced 4,000 job cuts in middle management in order to _____ the size of its teams and to _____ the speed of decision making process.
    A. increase; decrease
    B. decrease; decrease
    C. increase; increase
    D. decrease; increase

 

  1. What includes document exchange, shared whiteboards, discussion forums, and e-mail?
    A. Collaboration system
    B. Unstructured collaboration
    C. Structured collaboration
    D. Content management system

 

  1. What involves shared participation in business processes, such as workflow, in which knowledge is hard-coded as rules?
    A. Collaboration system
    B. Unstructured collaboration
    C. Structured collaboration
    D. Content management system

 

  1. Which of the following is a type of collaboration system?
    A. Content management system
    B. Groupware system
    C. Workflow management system
    D. All of the above

 

  1. ________ refers to applications and technologies that are used to gather, provide access to, and analyze information to support people’s decision-making efforts.
    A. Business intelligence
    B. Groupware system
    C. Knowledge management system
    D. All of the above

 

  1. What provides tools to manage the creation, storage, editing, and publication of information in a collaborative environment?
    A. Content management system
    B. Groupware system
    C. Workflow management systems
    D. Knowledge management system

 

  1. What facilitates the automation and management of business processes and controls the movement of work through the business process?
    A. Content management system
    B. Groupware system
    C. Knowledge management system
    D. Workflow management systems

 

  1. What is the software that supports team interaction and dynamics including calendaring, scheduling, and videoconferencing?
    A. Content management system
    B. Groupware system
    C. Knowledge management system
    D. Workflow management systems

 

  1. _________ tools allow for data to be changed into information and knowledge through the use of data mining tools and other advancements in algorithms.
    A. Business intelligence
    B. Groupware system
    C. Knowledge management system
    D. Workflow management systems

 

  1. What is it called when you have a novice and an expert work together on a project to help bring the expert’s approach to light?
    A. Shadowing
    B. Joint problem solving
    C. Social networking analysis
    D. Digital asset management system

 

  1. What supports the capturing, organization, and dissemination of knowledge throughout an organization?
    A. Content management system
    B. Groupware system
    C. Knowledge management system
    D. Workflow management systems

 

  1. What supports the electronic capturing, storage, distribution, archival, and accessing of documents?
    A. Document management system
    B. Digital asset management system
    C. Web content management system
    D. Messaging-based workflow system

 

  1. The speed of decision making is affected by:
    A. Data latency
    B. Analysis latency
    C. Decision latency
    D. All of the above

 

  1. What works with binary rather than text files, such as multimedia file types?
    A. Document management system
    B. Digital asset management system
    C. Web content management system
    D. Messaging-based workflow system

 

  1. What enables publishing content both to intranets and to public websites?
    A. Document management system
    B. Digital asset management system
    C. Web content management system
    D. Messaging-based workflow system

 

  1. What consists of anything that can be documented, archived, and codified, often with the help of IT?
    A. Explicit knowledge
    B. Tacit knowledge
    C. WCM
    D. DMS

 

  1. ________ is the duration of time needed to make transactional data ready for analysis.
    A. Data latency
    B. Analysis latency
    C. Decision latency
    D. All of the above

 

  1. What is the knowledge contained in people’s heads?
    A. Explicit knowledge
    B. Tacit knowledge
    C. WCM
    D. DMS

 

  1. What is a type of communications service that enables someone to create a kind of private chat room with another individual in order to communicate in real-time over the Internet?
    A. Explicit knowledge
    B. Tacit knowledge
    C. WCM
    D. Instant messaging

 

  1. What is an organization’s key strength, a business function that it does better than any of its competitors?
    A. Core competency
    B. Core competency strategy
    C. Collaboration system
    D. Knowledge management system

 

  1. What is it called when an organization chooses to focus specifically on what it does best and forms partnerships and alliances with other specialist organizations to handle nonstrategic business processes?
    A. Core competency
    B. Core competency strategy
    C. Collaboration system
    D. Information partnership

 

  1. What is it called when two or more organizations cooperate by integrating their IT systems, thereby providing customers with the best of what each can offer?
    A. Core competency
    B. Core competency strategy
    C. Collaboration system
    D. Information partnership

 

  1. ____________ is the time from which the analytical information is made available to the time when analysis is complete.
    A. Data latency
    B. Analysis latency
    C. Decision latency
    D. All of the above

 

  1. Which of the following is the top reason why organizations launch knowledge management systems?
    A. Phase-out old systems
    B. Increase costs
    C. Reduce customer retention and/or satisfaction
    D. Increase profits or revenues

 

  1. What is the process of mapping a group’s contacts to identify who knows whom and who works with whom?
    A. Social networking analysis
    B. Messaging-based workflow system
    C. Database-based workflow system
    D. Instant messaging

 

  1. ____________ is the time it takes a human to comprehend the analytic result and determine an appropriate action.
    A. Data latency
    B. Analysis latency
    C. Decision latency
    D. All of the above

 

  1. What sends work assignments through an email system?
    A. Social networking analysis
    B. Messaging-based workflow system
    C. Database-based workflow system
    D. Instant messaging

 

  1. What stores documents in a central location and automatically asks the team members to access the document when it is their turn to edit the document?
    A. Social networking analysis
    B. Messaging-based workflow system
    C. Database-based workflow system
    D. Instant messaging

 

  1. Which company developed a real-time collaboration system that ties together its partners, suppliers, and DoD customers via the Internet?
    A. Heineken USA
    B. Lockheed Martin Corporation
    C. Accenture
    D. ChevronTexaco Corporation

 

  1. Which company is improving how it manages the assets in fields by enabling employees in multiple disciplines to easily access and share the information they need to make decisions?
    A. Heineken USA
    B. Lockheed Martin Corporation
    C. Accenture
    D. ChevronTexaco Corporation

 

  1. ____________ latency is difficult to reduce.
    A. Data latency
    B. Analysis latency
    C. Decision latency
    D. All of the above

 

  1. Which company uses social networking analysis to identify how knowledge flows through its organization, who holds influence, who gives the best advice, and how employees share information?
    A. Heineken USA
    B. Lockheed Martin Corporation
    C. Mars
    D. Canadian government

 

  1. Which company uses SNA to establish which skills it needed to retain and develop, and to determine who, among the 40 percent of the workforce that was due to retire within five years, had the most important knowledge and experience to begin transferring to others?
    A. Mars
    B. Canadian government
    C. Accenture
    D. ChevronTexaco Corporation

 

  1. Which of the following is not an objective of Bell Canada’s Market Knowledge Centre (MKC) portal?
    A. Enable Bell Canada to meet competitive challenges in the marketplace
    B. Enrich the company’s hiring and training programs
    C. Make customer-billing information available to customers over the Internet
    D. Increase technological literacy among employees

 

  1. With Bell Canada’s Market Knowledge Centre (MKC) portal, employees are not constrained by:
    A. physical geography.
    B. unavailable copies.
    C. hours of operation.
    D. All of the above.

 

  1. Bell Canada’s Market Knowledge Centre (MKC) portal is a form of “push” technology because it:
    A. alerts the end-user of new material matching his/her profile of interest.
    B. requires the end-user to constantly check for updates.
    C. requires the end-user to constantly provide updates.
    D. All of the above.

 

  1. _______ business intelligence helps with long term planning.
    A. Strategic
    B. Tactical
    C. Operational
    D. Long

 

  1. Which of the following is an example of data?
    A. Quarterly sales reports
    B. Employee pay stub
    C. Daily schedule
    D. Item number

 

  1. To be considered knowledgeable, a person:
    A. needs to understand or comprehend information.
    B. must be able to make inferences between various tidbits of information presented.
    C. must be able to apply that information into action.
    D. All of the above.

 

  1. Knowledge is created when:
    A. information is understood.
    B. disparate facts are connected together.
    C. insights are gleaned.
    D. All of the above.

 

  1. All of the following are examples of questions an organization would ask about their knowledge except:
    A. Are the quarterly sales reports data or information?
    B. Where does knowledge reside?
    C. Is knowledge stored in databases or data warehouses?
    D. Is the knowledge in textual documents, reports, and email addresses?

 

  1. _______ business intelligence helps with medium term business analysis.
    A. Strategic
    B. Tactical
    C. Operational
    D. Long

 

  1. A computer scientist would argue all of the following regarding knowledge except:
    A. knowledge is contained within formal data structures.
    B. technologies exist today which are capable of understanding the meaning of information.
    C. knowledge is resident only in human beings.
    D. technologies exist today which are capable of taking actions based on an understanding of information.

 

  1. A humanist or information studies scholar would argue the following regarding knowledge:
    A. it is up to users to interpret information.
    B. it is up to users to make sense of information.
    C. knowledge is resident only in human beings.
    D. All of the above.

 

  1. Organizations are creating knowledge from information extracted from:
    A. massive data and information repositories.
    B. document collections and customer communications.
    C. consultant reports.
    D. All of the above.

 

  1. _______ business intelligence helps with short term or immediate actions.
    A. Strategic
    B. Tactical
    C. Operational
    D. Long

 

  1. To be successful, and avoid being eliminated by the competition, an organization must do all of the following except:
    A. constantly undertake new initiatives.
    B. ignore the competition.
    C. address both minor and major problems.
    D. capitalize on significant opportunities.

 

  1. The process through which organizations generate value from their intellectual and knowledge-based assets is:
    A. Knowledge Management
    B. Information Management
    C. Business Management
    D. None of the above

 

  1. Which of the following statements does not apply to knowledge management (KM)?
    A. KM is about how companies cultivate and promote practices.
    B. KM is often facilitated by information systems (IS)
    C. KM is all about technology.
    D. KM is about making the best use of information.

 

  1. The capturing, organization, and dissemination of knowledge throughout an organization can be supported by a(n):
    A. MIS
    B. DSS
    C. KMS
    D. TPS

 

  1. Knowledge management should include:
    A. information found in spreadsheets and databases.
    B. information found in documents.
    C. expert information typically residing in people’s heads.
    D. All of the above.

 

  1. All of the following are categories of KMS tools except:
    A. knowledge repositories
    B. expertise tools
    C. search and data mining tools
    D. email

 

  1. Single-point Web browser interfaces used within an organization to promote the gathering, sharing, and dissemination of information throughout an enterprise are known as:
    A. enterprise portals.
    B. browser portals.
    C. people portals.
    D. All of the above.

 

  1. The enterprise portals can possess a variety of features that help support information and knowledge sharing which are the following except:
    A. Automatic indexing facility
    B. Publishing facility.
    C. Subscription facility
    D. Dumb agents

 

  1. Which of the following helps the user post and index information directly into the portal?
    A. publishing facility
    B. automatic indexing facility
    C. subscription facility
    D. intelligent agents

 

  1. Which of the following understands a user’s preferences and roles and assists the user in finding relevant information?
    A. publishing facility
    B. automatic indexing facility
    C. subscription facility
    D. intelligent agents

 

  1. Which of the following is not one of the three distinct areas of enterprise portals?
    A. content space
    B. chatting space
    C. communication space
    D. coordination space

 

  1. More advanced features of enterprise portals include all of the following except:
    A. customer misleading
    B. email
    C. travel reservation applications
    D. expense reporting

 

  1. Enterprise portals allow transaction-based information processing where users can directly perform the following appropriate actions to interact with the corporate data through the portal interface.
    A. read
    B. write
    C. update
    D. All of the above.

 

  1. Which of the following is not an advantage of groupware systems?
    A. Reducing travel costs
    B. Enabling telecommuting
    C. Sharing expertise
    D. Document routing

 

  1. Which of the following collaborative communications is synchronous and distance-based?
    A. email
    B. workflow
    C. chat
    D. presentation support

 

  1. Which of the following collaborative communications is asynchronous and distance-based?
    A. email
    B. video phone
    C. chat
    D. presentation support

 

  1. Which of the following collaborative communications is asynchronous and co-located?
    A. email
    B. video phone
    C. shared computers
    D. presentation support

 

  1. Which of the following collaborative communications is synchronous and co-located?
    A. email
    B. video phone
    C. shared computers
    D. presentation support

 

  1. What is a set of interactive telecommunication technologies that allow two or more locations to interact via two-way video and audio transmissions simultaneously?
    A. Audio conference
    B. Video conference
    C. Tele conference
    D. Multimedia conference

 

  1. Chat is a collaborative communications technique which is synchronous and distance-based.
    True    False

 

  1. Data latency is the time it takes a human to comprehend the analytic result and determine an appropriate action.
    True    False

 

  1. A video conference uses a set of interactive telecommunication technologies that allow two or more locations to interact via two-way video and audio transmissions simultaneously.
    True    False

 

  1. Business conferencing blends audio, video, and document-sharing technologies to create virtual meeting rooms where people “gather” at a password-protected Web site.
    True    False

 

  1. Real-time collaboration, such as instant messaging, live Web conferencing, and screen or document sharing, creates an environment for decision making.
    True    False

 

  1. Like department-based Web sites hosted on a company’s intranet or internal Web-based network, an enterprise portal’s primary purpose is to act as a separate source of information itself.
    True    False

 

  1. Decision latency is the time it takes a human to comprehend the analytic result and determine an appropriate action.
    True    False

 

  1. Collaboration processes typically incorporate the integration of many systems, including content management systems, workflow management systems, and groupware systems.
    True    False

 

  1. An information partnership is one in which an organization chooses to focus specifically on what it does best and forms partnerships and alliances with other specialist organizations to handle nonstrategic business processes.
    True    False

 

  1. A collaboration system is an IT-based set of tools that supports the work of teams by facilitating the sharing and flow of information.
    True    False

 

  1. Unstructured collaboration involves shared participation in business processes, such as workflow, in which knowledge is hard-coded as rules.
    True    False

 

  1. A content management system provides tools to manage the creation, storage, editing, and publication of information in a collaborative environment.
    True    False

 

  1. Data latency is the time from which the analytical information is made available to the time when analysis is complete.
    True    False

 

  1. A document management system works with binary rather than text files, such as multimedia file types.
    True    False

 

  1. Instant messaging is a type of communications service that enables someone to create a kind of private chat room with another individual in order to communicate in real-time over the Internet.
    True    False

 

  1. Operational business intelligence helps with short term or immediate actions.
    True    False

 

  1. Data is described as the “raw facts” that portray the characteristics of an event.
    True    False

 

  1. Information is described as data converted into a meaningful and useful context.
    True    False

 

  1. Analysis latency is the time from which the analytical information is made available to the time when analysis is complete.
    True    False

 

  1. Having information about a topic makes a person knowledgeable.
    True    False

 

  1. There is no difference between information and knowledge in organizations.
    True    False

 

  1. Information technologies today are limited in their capacity to turn information into knowledge.
    True    False

 

  1. Strategic business intelligence helps with short term or immediate actions.
    True    False

 

  1. Employees ability to access, share and utilize information does not have an effect on the conversion of information to knowledge.
    True    False

 

  1. Organizations are focusing on forming internal teams and avoiding alliances and partnerships with other organizations.
    True    False

 

  1. An organization typically has many core competencies.
    True    False

 

  1. Tactical business intelligence helps with medium term business analysis.
    True    False

 

  1. Teaming up with another business adds complementary resources and capabilities, enabling participants to grow and expand more quickly and efficiently.
    True    False

 

  1. Decision latency is difficult to reduce.
    True    False

 

  1. Collaboration systems support the complex interactions between people who may be in different locations and desire to work across functions and discipline areas.
    True    False

 

  1. Successful organizations outsource or collaborate for their core competency.
    True    False

 

  1. Strategic business intelligence helps with medium term business analysis.
    True    False

 

  1. Often, organizational knowledge resides within human experts and that is why it is always best to extract and codify this knowledge in a formal way.
    True    False

 

  1. Data latency is the duration of time needed to make transactional data ready for analysis.
    True    False

 

  1. It is because of Canada’s aging baby boomers that knowledge management has assumed greater urgency.
    True    False

 

  1. Fostering innovation by encouraging the free flow of ideas is one of the things that an effective knowledge management system should accomplish.
    True    False

 

  1. Decision latency is the duration of time needed to make transactional data ready for analysis.
    True    False

 

  1. Knowledge management systems are very costly and they are always a drain on revenue.
    True    False

 

  1. An organization that has implemented a centralized database, electronic message board, and Web portal has established a knowledge management system (KMS).
    True    False

 

  1. Collaboration processes typically incorporate the integration of many systems including: content management, workflow management, and groupware systems.
    True    False

 

  1. A video phone provides collaborative communication which is synchronous and distance-based.
    True    False

 

  1. A _______ provides collaborative communication which is synchronous and distance-based.
    ________________________________________

 

  1. ____________________________ uses telecommunications of audio and video to bring people at different sites together for a meeting.
    ________________________________________

 

  1. ___________________ blends audio, video, and document-sharing technologies to create virtual meeting rooms where people “gather” at a password-protected Web site.
    ________________________________________

 

  1. Strategic business intelligence helps with ______ term business planning
    ________________________________________

 

  1. ___________________________________, such as instant messaging, live Web conferencing, and screen or document sharing, creates an environment for decision making.
    ________________________________________

 

  1. ________________________ are popular Web-based knowledge management solutions.
    ________________________________________

 

  1. ________ refers to applications and technologies that are used to gather, provide access to, and analyze information to support people’s decision-making efforts.
    ________________________________________

 

  1. A(n) ____________ system is an IT-based set of tools that supports the work of teams by facilitating the sharing and flow of information.
    ________________________________________

 

  1. _________ collaboration includes document exchange, shared whiteboards, discussion forums, and email.
    ________________________________________

 

  1. ___________ collaboration involves shared participation in business processes, such as workflow, in which knowledge is hard-coded as rules.
    ________________________________________

 

  1. ________ is the duration of time needed to make transactional data ready for analysis.
    ________________________________________

 

  1. A(n) ___________ management system facilitates the automation and management of business processes and controls the movement of work through the business process.
    ________________________________________

 

  1. With ___________, less experienced staff observe more experienced staff to learn how their more experienced counterparts approach their work.
    ________________________________________

 

  1. ____________ supports team interaction and dynamics including calendaring, scheduling, and videoconferencing.
    ________________________________________

 

  1. _________ asset management system works with binary rather than text files, such as multimedia file types.
    ________________________________________

 

  1. _______ business intelligence helps with medium term business analysis.
    ________________________________________

 

  1. ___________ management system supports the electronic capturing, storage, distribution, archival, and accessing of documents.
    ________________________________________

 

  1. ___________ knowledge is contained in people’s heads.
    ________________________________________

 

  1. ____________ is the time from which the analytical information is made available to the time when analysis is complete.
    ________________________________________

 

  1. ___________ knowledge consists of anything that can be documented, archived, and codified, often with the help of IS.
    ________________________________________

 

  1. _________ tools allow for data to be changed into information and knowledge through the use of data mining techniques and other advancements in algorithms.
    ________________________________________

 

  1. A collaboration system is an IT-based set of tools that supports the work of teams by facilitating the sharing and flow of __________.
    ________________________________________

 

  1. An information partnership occurs when _______ or more organizations cooperate by integrating their information systems.
    ________________________________________

 

  1. ___________ networking analysis is a process of mapping a group’s contacts to identify who knows whom and who works with whom.
    ________________________________________

 

  1. ________ business intelligence helps with long term business planning.
    ________________________________________

 

  1. Knowledge management has assumed greater urgency in Canadian business over the past few years as millions of baby _________ plan to retire.
    ________________________________________

 

  1. Enterprise ________ are single-point Web browser interfaces used within an organization to promote the gathering, sharing and dissemination of information throughout the enterprise.
    ________________________________________

 

  1. ________ business intelligence helps with short term business planning.
    ________________________________________

 

  1. ____________ is the time it takes a human to comprehend the analytic result and determine an appropriate action.
    ________________________________________

 

  1. An enterprise __________ or classification of information categories helps organize information for easy retrieval.
    ________________________________________

 

  1. The primary purpose of a portal is to help people navigate _____.
    ________________________________________

 

  1. As a means of improving information sharing, and use, many organizations have implemented ________, quite often as a feature of the organization’s ERP system.
    ________________________________________

 

  1. The __________ space of an enterprise portal facilitates information access and retrieval.
    ________________________________________

 

  1. The __________ space of an enterprise portal supports discussion among employees.
    ________________________________________

 

  1. _______ business intelligence helps with short term or immediate actions.
    ________________________________________

 

  1. The __________ space of an enterprise portal supports cooperative work action between employees.
    ________________________________________

 

  1. Identify the different ways in which companies collaborate using technology.

 

 

 

 

  1. Compare the different categories of collaboration technologies.

 

 

 

 

  1. List, describe, and provide an example of a content management system.

 

 

 

 

  1. Evaluate the advantages of using a workflow management system.

 

 

 

 

  1. Explain how groupware can benefit a business.

 

 

 

 

  1. List and describe the advantages of groupware systems.

 

 

 

 

  1. List and describe the factors affecting enterprise portal adoption and use.

 

 

 

 

  1. Briefly detail the latencies that take place between business events and actions taken.

 

 

 

 

  1. With respect to information culture, what are the five sub-factors that were identified as being significant in impacting the adoption and use of the enterprise portal?

 

 

 

 

  1. Explain the lesson learned relating to information politics in the adoption and use of an enterprise portal case study.

 

 

 

 

  1. Explain the lesson learned relating to the system development process in the adoption and use of an enterprise portal case study.

 

 

 

 

  1. Distinguish between knowledge management and knowledge management systems?

 

 

c5

Student: ___________________________________________________________________________

  1. What does Digital Darwinism imply?
    A. Organizations which can adapt to the new demands placed on them for surviving in the information age are doomed to extinction
    B. Organizations which cannot adapt to the new demands placed on them for surviving in the information age are doomed to extinction
    C. Organizations which can adapt to new information systems are doomed to extinction
    D. Organizations which cannot adapt to new information systems are doomed to exile

 

  1. Which of the following is a feature of disruptive technology?
    A. meets the needs of existing customers
    B. Same old way of doing things
    C. Improves the existing products
    D. Creates new markets

 

  1. Which of the following is an example of a disruptive technology?
    A. Oracle’s database software
    B. Sony’s transistor-based consumer electronics (transistor radio)
    C. Intel’s low-end microprocessor
    D. All of these

 

  1. Which of the following is a feature of sustaining technology?
    A. Better products that are expensive
    B. New way of doing things
    C. Provides better and cheaper products
    D. Creates new markets

 

  1. Which of the following is an example of a sustaining technology?
    A. Porsche’s faster car
    B. Intel’s low-end microprocessor
    C. Sony’s transistor-based consumer electronics (transistor radio)
    D. All of these

 

  1. What is a global public network of computer networks that pass information from one to another using common computer protocols?
    A. LAN
    B. Internet
    C. World Wide Web
    D. HTTP

 

  1. What is a global hypertext system that uses the Internet as its transport mechanism?
    A. Protocol
    B. Internet
    C. World Wide Web
    D. HTTP

 

  1. What is the standard that specifies the format of data as well as the rules to be followed during transmission?
    A. Protocol
    B. Internet
    C. World Wide Web
    D. HTTP

 

  1. What is the Internet standard that supports the exchange of information on the WWW?
    A. Protocol
    B. Internet
    C. World Wide Web
    D. Hypertext transfer protocol

 

  1. Which of the following is a reason for the growth of the World Wide Web?
    A. The microcomputer revolution
    B. Advancements in networking hardware
    C. Web pages being easy to create and flexible
    D. All of these

 

  1. Which of the following is not a reason for the growth of the World Wide Web?
    A. The microcomputer revolution
    B. Advancements in networking hardware
    C. Internet censorship
    D. Smart phones and other mobile devices that create easy, anywhere access

 

  1. What is information richness?
    A. A global public network of computer networks that pass information from one to another using common computer protocols
    B. Refers to the depth and breadth of information transferred between customers and businesses
    C. Refers to the number of people a business can communicate with, on a global basis
    D. Occurs when those with access to technology have great advantages over those without access to technology

 

  1. What is information reach?
    A. A global public network of computer networks that pass information from one to another using common computer protocols
    B. Refers to the depth and breadth of information transferred between customers and businesses
    C. Refers to the number of people a business can communicate with, on a global basis
    D. Occurs when those with access to technology have great advantages over those without access to technology

 

  1. What is the digital divide?
    A. A global public network of computer networks that pass information from one to another using common computer protocols
    B. Refers to the depth and breadth of information transferred between customers and businesses
    C. Refers to the number of people a business can communicate with, on a global basis
    D. Occurs when those with access to technology have great advantages over those without access to technology

 

  1. Which of the following is not one of the Internet’s impacts on information?
    A. Easy to compile
    B. Improved content
    C. Digital divide
    D. Increased richness

 

  1. What is the reason behind Polaroid going bankrupt?
    A. It failed to have innovative technology and a captive customer base.
    B. One-hour film processing and digital cameras stole its market share.
    C. People who wanted instant access to their pictures also wanted a third party involved.
    D. All of these.

 

  1. The following technology is a new way of doing things that initially does not meet the needs of existing customers.
    A. Disruptive technology
    B. Sustaining technology
    C. Entertaining technology
    D. All of these

 

  1. What was the initial name of the Internet?
    A. HTTP
    B. ARPANET
    C. IETF
    D. IAB

 

  1. Which of the following entities is solely responsible for overseeing the Internet and setting standards?
    A. Internet Engineering Task Force (IETF)
    B. Internet Architecture Board (IAB)
    C. Internet Engineering Steering Group (IESG)
    D. All of these

 

  1. Which two events occurred that forever changed the Web and the amount and quality of available information?
    A. Marc Andreesen’s first website and Tim Berners-Lee’s NCSA Mosaic computer program
    B. Tim Berners-Lee’s first website and the invention of the microprocessor
    C. Tim Berners-Lee’s first website and Marc Andreesen’s NCSA Mosaic computer program
    D. Marc Andreesen’s NCSA Mosaic computer program and the invention of the microprocessor

 

  1. What type of system is available to the public on Hamilton, Ontario’s website?
    A. Information Delivery System (IDS)
    B. Grocery Delivery System (GDS)
    C. Floral Delivery System (FDS)
    D. Geographic Information System (GIS)

 

  1. What are agents, software, or businesses that bring buyers and sellers together and provide a trading infrastructure to enhance e-business?
    A. Pure plays
    B. Intermediaries
    C. Content providers
    D. None of the above

 

  1. What are companies that use the Internet to distribute copyrighted content, including news, music, games, books, movies, and many other types of information?
    A. Pure plays
    B. Intermediaries
    C. Content providers
    D. None of the above

 

  1. What refers to using the Internet to reassemble buyers, sellers, and other partners in a traditional supply chain in new ways to add value?
    A. Pure plays
    B. Intermediaries
    C. Content providers
    D. Reintermediation

 

  1. In the context of procurement, MRO materials are:
    A. direct materials
    B. indirect materials
    C. different materials
    D. None of these

 

  1. What is e-procurement?
    A. The B2B purchase and sale of supplies and services over the Internet
    B. Involves buying through prenegotiated contracts with qualified suppliers
    C. Buying commodity-like products which is transaction-oriented, and rarely involves a long-term or ongoing relationship between buyers and sellers
    D. None of these

 

  1. In the context of procurement, MRO refers to:
    A. Maintenance, Release, Operations
    B. Maintenance, Repair, Operations
    C. Maintenance, Repair, Organizations
    D. Manage, Release, Operations

 

  1. What is a kiosk?
    A. The B2B purchase and sale of supplies and services over the Internet
    B. Involves buying through prenegotiated contracts with qualified suppliers
    C. Buying commodity-like products which is transaction-oriented, and rarely involves a long-term or ongoing relationship between buyers and sellers
    D. A publicly accessible computer system that has been set up to allow interactive information browsing

 

  1. What is a pop-up ad?
    A. A small Web page containing an advertisement that appears on the Web page outside of the current website loaded in the Web browser
    B. A form of ad that users do not see until they close the current Web browser screen
    C. A program that allows businesses to generate commissions or royalties from an Internet site
    D. Provides products that are specific to trading partners in a given industry

 

  1. Which of the following is not a common tool for accessing Internet information?
    A. Kiosk
    B. Extranet
    C. Intranet
    D. WISP

 

  1. Which company in the text uses an extranet for its suppliers so they can view detailed product information?
    A. Mazda
    B. Pratt & Whitney
    C. Indigo
    D. Walmart

 

  1. The following technology tends to provide customers with better, faster, and cheaper products in established markets.
    A. Disruptive technology
    B. Sustaining technology
    C. Entertaining technology
    D. All of these

 

  1. What is a method of marketing via E-business?
    A. Banner ad
    B. Pop-up ad
    C. Viral marketing
    D. All of these

 

  1. _____ is a small file deposited on a hard drive by a website containing information about customers and their browsing activities.
    A. Banner ad
    B. Pop-up ad
    C. Viral marketing
    D. Cookie

 

  1. What is a banner ad?
    A. A small Web page containing an advertisement that appears on the Web page outside of the current website loaded in the Web browser
    B. A box running across a website that advertises the products and services of another business, usually another e-business
    C. A form of ad that users do not see until they close the current Web browser screen
    D. Provides products that are specific to trading partners in a given industry

 

  1. What is a long tail strategy?
    A. Selling a large number of unique items with relatively small quantities sold of each, in addition to the popular items in large quantities as well.
    B. Selling a small number of unique items with relatively small quantities sold of each, in addition to the popular items in large quantities as well.
    C. Selling a large number of popular items in large quantities.
    D. None of these.

 

  1. Which one of the following companies is well known for its long tail strategy?
    A. Netflix
    B. Rogers Plus
    C. Blockbuster
    D. None of these

 

  1. What is an associate program?
    A. A box running across a Web page that is often used to contain advertisements
    B. A program that allows businesses to generate commissions or referral fees from an Internet site
    C. A technique that induces websites or users to pass on a marketing message to other websites or users
    D. The ability of an organization to give its customers the opportunity to tailor products or services to customer’s specifications

 

  1. ______ is a small Web page containing an advertisement that appears on the Web page outside of the current website loaded in the Web browser.
    A. Pop-up ad
    B. Cookie
    C. Banner ad
    D. Viral marketing

 

  1. What is viral marketing?
    A. A box running across a Web page that is often used to contain advertisements
    B. A program that allows businesses to generate commissions or referral fees from an Internet site
    C. A technique that induces websites or users to pass on a marketing message to other websites or users
    D. The ability of an organization to give its customers the opportunity to tailor products or services to customer’s specifications

 

  1. What is mass customization?
    A. A box running across a Web page that is often used to contain advertisements
    B. A program that allows businesses to generate commissions or referral fees from an Internet site
    C. A technique that induces websites or users to pass on a marketing message to other websites or users
    D. The ability of an organization to give its customers the opportunity to tailor products or services to customer’s specifications

 

  1. Which one of the following companies doesn’t have a limitation of physical shelf for conducting business?
    A. Netflix
    B. Rogers Plus
    C. Blockbuster
    D. None of these

 

  1. What is a financial cybermediary?
    A. An Internet-based company that facilitates payments over the Internet
    B. A mechanism for sending a payment from a chequing or savings account
    C. A system that sends bills over the Internet and provides an easy-to-use mechanism to pay the bill
    D. Both software and information—the software provides security for the transaction and the information includes payment and delivery information

 

  1. ______ is a form of a pop-up ad that users do not see until they close the current Web browser screen.
    A. Click-through
    B. Pop-under ad
    C. Banner ad
    D. Viral marketing

 

  1. What is an electronic funds transfer?
    A. An Internet-based company that facilitates payments over the Internet
    B. A mechanism for sending a payment from a chequing or savings account
    C. A system that sends bills over the Internet and provides an easy-to-use mechanism to pay the bill
    D. Both software and information—the software provides security for the transaction and the information includes payment and delivery information

 

  1. What is electronic bill presentation and payment?
    A. An Internet-based company that facilitates payments over the Internet
    B. A mechanism for sending a payment from a chequing or savings account
    C. A system that sends bills over the Internet and provides an easy-to-use mechanism to pay the bill
    D. Both software and information—the software provides security for the transaction and the information includes payment and delivery information

 

  1. What is a digital wallet?
    A. An Internet-based company that facilitates payments over the Internet
    B. A mechanism for sending a payment from a chequing or savings account
    C. A system that sends bills over the Internet and provides an easy-to-use mechanism to pay the bill
    D. Both software and information—the software provides security for the transaction and the information includes payment and delivery information

 

  1. Which of the following is not an online consumer payment method?
    A. EBPP
    B. Digital wallet
    C. Electronic Data Interchange
    D. Financial cybermediary

 

  1. Which of the following is not an online business payment method?
    A. Financial EDI
    B. Financial cybermediary
    C. EDI
    D. None of these

 

  1. ______ encourages users of a product or service supplied by an e-business to encourage friends to join.
    A. Click-through
    B. Pop-under ad
    C. Banner ad
    D. Viral marketing

 

  1. What is a standard format for exchanging business data?
    A. Financial EDI
    B. Financial cybermediary
    C. Electronic Data Interchange
    D. None of these

 

  1. What is a standard electronic process for B2B market purchase payments?
    A. Financial EDI
    B. Financial cybermediary
    C. EDI
    D. None of these

 

  1. Which of the following is not an e-business security technology?
    A. Encryption
    B. SEO
    C. SET
    D. SSL

 

  1. 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. Interactivity
    B. Clickstream data
    C. Mobile commerce
    D. Click-through

 

  1. What measures the visitor interactions with the target ad?
    A. Interactivity
    B. Clickstream data
    C. Mobile commerce
    D. Click-through

 

  1. What is the exact pattern of a consumer’s navigation through a website?
    A. Interactivity
    B. Clickstream data
    C. Mobile commerce
    D. Click-through

 

  1. What is the ability to purchase goods and services through a wireless Internet-enabled device?
    A. Interactivity
    B. Clickstream data
    C. Mobile commerce
    D. Click-through

 

  1. What involves the use of strategies and technologies to transform government(s) by improving the delivery of services and enhancing the quality of interaction between the citizen-consumer within all branches of government?
    A. Interactivity
    B. Clickstream data
    C. Mobile commerce
    D. E-government

 

  1. Which of the following is not a valid type of e-government model?
    A. G2G
    B. G2B
    C. M2G
    D. C2G

 

  1. What is the buying and selling of goods and services over the Internet?
    A. E-business
    B. E-commerce
    C. E-market
    D. E-mall

 

  1. What is the conducting of business on the Internet, not only buying and selling, but also serving customers and collaborating with business partners?
    A. E-business
    B. E-commerce
    C. E-market
    D. E-mall

 

  1. What is an approach to conducting electronic business on the Internet?
    A. E-business
    B. E-business model
    C. E-commerce
    D. E-commerce model

 

  1. Which of the following represents any business that sells its products or services to consumers over the Internet?
    A. B2B
    B. B2C
    C. C2B
    D. C2C

 

  1. Which of the following represents businesses buying from and selling to each other over the Internet?
    A. B2B
    B. B2C
    C. C2B
    D. C2C

 

  1. Which of the following represents sites primarily offering goods and services to assist consumers interacting with each other over the Internet?
    A. B2B
    B. B2C
    C. C2B
    D. C2C

 

  1. Which of the following represents any consumer that sells a product or service to a business over the Internet?
    A. B2B
    B. B2C
    C. C2B
    D. C2C

 

  1. eBay is an example of _____.
    A. B2B
    B. B2C
    C. C2B
    D. C2C

 

  1. A(n) _________________ is an internalized portion of the Internet, protected from outside access, that allows an organization to provide access to information and application software to only its employees.
    A. intranet
    B. extranet
    C. VPN
    D. EDI

 

  1. Which of the following is the primary challenge to e-business models?
    A. Providing security
    B. Adhering to taxation rules
    C. Protecting customers
    D. All of these

 

  1. What is an electronic marketplace?
    A. Interactive business communities providing a central market space where multiple buyers and sellers can engage in e-business activities
    B. Version of a retail store where customers can shop at any hour of the day without leaving their home or office
    C. Serves as a gateway through which a visitor can access other e-shops
    D. None of these

 

  1. What is an e-shop?
    A. Interactive business communities providing a central market space where multiple buyers and sellers can engage in e-business activities
    B. Version of a retail store where customers can shop at any hour of the day without leaving their home or office
    C. Serves as a gateway through which a visitor can access other e-shops
    D. None of these

 

  1. Which business type describes Amazon.ca?
    A. Brick-and-mortar business
    B. Pure-play business
    C. Click-and-mortar business
    D. All of these depending on the product being purchased and the company purchasing the product.

 

  1. Which business type describes Henry Birks and Sons?
    A. Brick-and-mortar business
    B. Pure-play business
    C. Click-and-mortar business
    D. Electronic marketplace

 

  1. What type of online auction occurs when sellers and buyers solicit consecutive bids from each other and prices are determined dynamically?
    A. Electronic auction
    B. Forward auction
    C. Reverse auction
    D. All of these

 

  1. What is a community of interest?
    A. People interact with each other on specific topics, such as golfing and stamp collecting
    B. People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts
    C. People participate in imaginary environments, such as fantasy football teams and playing one-on-one with Michael Jordan
    D. None of these

 

  1. What is a community of relations?
    A. People interact with each other on specific topics, such as golfing and stamp collecting
    B. People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts
    C. People participate in imaginary environments, such as fantasy football teams and playing one-on-one with Michael Jordan
    D. None of these

 

  1. What is a community of fantasy?
    A. People interact with each other on specific topics, such as golfing and stamp collecting
    B. People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts
    C. People participate in imaginary environments, such as fantasy football teams and playing one-on-one with Michael Jordan
    D. None of these

 

  1. Which of the following is an e-business challenge?
    A. Improved information content
    B. Increased convenience
    C. Decreased cost
    D. Increasing liability

 

  1. Which of the following is an e-business benefit?
    A. Adhering to taxation rules
    B. Protecting customers
    C. Decreased cost
    D. Increasing liability

 

  1. Which of the following is not a valid type of e-marketplace revenue model?
    A. Loyalty fees
    B. Subscription fees
    C. Advertising fees
    D. Fees for value-added services

 

  1. What is the name of a set of economic, social, and technology trends that collectively form the basis for the next generation of the Internet—a more mature, distinctive medium characterized by user participation, openness, and network effects?
    A. Web 2.0
    B. Web 3.0
    C. WWW 2.0
    D. Internet 2.0

 

  1. Which one of the following is a C2C type of community?
    A. Communities of interest
    B. Communities of relations
    C. Communities of fantasy
    D. All of these

 

  1. What is a website or Web application that uses content from more than one source to create a completely new service?
    A. Net mashup
    B. Interweb mashup
    C. WWW mashup
    D. Web mashup

 

  1. The term Web 3.0 encompasses one of the following:
    A. Transforming the Web into a database.
    B. An evolutionary path to artificial intelligence.
    C. The realization of semantic Web and service-oriented architecture.
    D. All of these

 

  1. Business-to-consumer applies to any business that sells its products or services to consumers over the Internet.
    True    False

 

  1. Disruptive technologies tend to open old markets and destroy new ones.
    True    False

 

  1. Web 2.0’s vast disruptive impact is almost over.
    True    False

 

  1. By 2015, the Web will be accessed by mobile devices more than desktops.
    True    False

 

  1. Web mashup is a website or Web application that uses content from more than one source to create a completely new service.
    True    False

 

  1. Application programming interface (API), is a set of routines, protocols, and tools for building software applications.
    True    False

 

  1. Many companies are building intranets as they begin to realize the benefit of offering individuals outside the organization access to intranet-based information and application software such as order processing.
    True    False

 

  1. Disruptive technology tends to provide us with better, faster, and cheaper products.
    True    False

 

  1. Disruptive and new technologies typically cut into the low end of the marketplace and eventually evolve to displace high-end competitors and their reigning technologies.
    True    False

 

  1. Dell computers ranks highest on the list for expecting returns from new investments.
    True    False

 

  1. Information reach refers to the number of people a business can communicate with, on a global basis.
    True    False

 

  1. What is best for an organization’s current business could ruin it in the long term.
    True    False

 

  1. Electronic data interchange (EDI) is a standard format for exchanging business data.
    True    False

 

  1. Electronic data interchange (EDI) is a non-standard format for exchanging business data.
    True    False

 

  1. A click-through 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.
    True    False

 

  1. E-government involves the use of strategies and technologies to transform government(s) by improving the delivery of services and enhancing the quality of interaction between the citizen-consumer within all branches of government.
    True    False

 

  1. Content providers are companies that use the Internet to distribute copyrighted content, including news, music, games, books, movies, and many other types of information.
    True    False

 

  1. Transaction brokers act as intermediaries between buyers and sellers of goods and services.
    True    False

 

  1. E-business is the buying and selling of goods and services over the Internet.
    True    False

 

  1. E-commerce is the conducting of business on the Internet, not only buying and selling, but also serving customers and collaborating with business partners.
    True    False

 

  1. E-business is something that a business can just go out and buy.
    True    False

 

  1. An e-business model is an approach to conducting electronic business on the Internet.
    True    False

 

  1. ARPANET was the initial name of the Internet.
    True    False

 

  1. The geographic divide occurs when those with access to technology have great advantages over those without access to technology.
    True    False

 

  1. A secure electronic ___________ is a transmission security method that ensures transactions are secure and legitimate.
    ________________________________________

 

  1. Web 2.0’s vast _________________ impact is just beginning.
    ________________________________________

 

  1. Disruptive technologies tend to open ______ markets and destroy _____ ones.
    ________________________________________

 

  1. By 2015, the Web will be accessed by _________ devices more than by desktop computers.
    ________________________________________

 

  1. A _________________ is a website that offers a broad array of resources and services, such as email, online discussion groups, search engines, and online shopping malls.
    ________________________________________

 

  1. A(n) ___________ technology is a new way of doing things that initially does not meet the needs of existing customers.
    ________________________________________

 

  1. A(n) ___________ technology produces an improved product that customers are eager to buy.
    ________________________________________

 

  1. According to Christensen, companies may have placed too great an emphasis on satisfying customers’ ______ needs, while neglecting to adopt new disruptive technology that will meet customers’ future needs.
    ________________________________________

 

  1. ___________ technologies tend to provide us with better, faster, and cheaper products such as a faster car or larger hard drive.
    ________________________________________

 

  1. The Innovator’s ___________ is a book by Clayton M. Christensen.
    ________________________________________

 

  1. The ___________ is a global public network of computer networks that pass information from one to another using common computer protocols.
    ________________________________________

 

  1. ___________ are the standards that specify the format of data as well as the rules to be followed during transmission.
    ________________________________________

 

  1. The WWW is a global _________ system that uses the Internet as its transport mechanism.
    ________________________________________

 

  1. Information __________ refers to the depth and breadth of information transferred between customers and businesses.
    ________________________________________

 

  1. The digital ___________ occurs when those with access to technology have great advantages over those without access to technology.
    ________________________________________

 

  1. ____________ is the conducting of business on the Internet, not only buying and selling, but also serving customers and collaborating with business partners.
    ________________________________________

 

  1. _________ is the buying and selling of goods and services over the Internet.
    ________________________________________

 

  1. A(n) __________ model is an approach to conducting electronic business on the Internet.
    ________________________________________

 

  1. Business-to-consumer applies to any __________ that sells its products or services to consumers over the Internet.
    ________________________________________

 

  1. Business-to-business applies to businesses buying from and selling to each other over the ____________.
    ________________________________________

 

  1. Consumer-to-consumer applies to sites primarily offering goods and services to assist ____________ interacting with each other over the Internet.
    ________________________________________

 

  1. Consumer-to-business applies to any _________ that sells a product or service to a business over the Internet.
    ________________________________________

 

  1. Electronic __________ are interactive business communities providing a central market space where multiple buyers and sellers can engage in e-business activities.
    ________________________________________

 

  1. _____ and-mortar business operates in a physical store without an Internet presence.
    ________________________________________

 

  1. Expeida.ca is an example of a _________-play business.
    ________________________________________

 

  1. Future Shop is an example of a _________-and-mortar business.
    ________________________________________

 

  1. A community of ____________ is where people come together to share certain life experiences.
    ________________________________________

 

  1. ___________ cost is an e-business benefit.
    ________________________________________

 

  1. ___________ liability is an e-business challenge.
    ________________________________________

 

  1. ___________ global reach is an e-business benefit.
    ________________________________________

 

  1. ___________ customer loyalty is an e-business benefit.
    ________________________________________

 

  1. Mobile commerce, or _____________, is the ability to purchase goods and services through a wireless Internet-enabled device.
    ________________________________________

 

  1. ___________ refers to using the Internet to reassemble buyers, sellers, and other partners in a traditional supply chain in new ways.
    ________________________________________

 

  1. ___________ are agents, software, or businesses that provide a trading infrastructure to bring buyers and sellers together to enhance e-business.
    ________________________________________

 

  1. ____________ providers are companies that use the Internet to distribute copyrighted content, including news, music, games, books, movies, and many other types of information.
    ________________________________________

 

  1. ___________ brokers act as intermediaries between buyers and sellers of goods and services.
    ________________________________________

 

  1. ___________ measures the visitor interactions with the target ad.
    ________________________________________

 

  1. ___________ is the B2B purchase and sale of supplies and services over the Internet.
    ________________________________________

 

  1. A ___________ socket layer (1) creates a secure and private connection between a client and server computer, (2) encrypts the information, and (3) sends the information over the Internet.
    ________________________________________

 

  1. ___________ scrambles information into an alternative form that requires a key or password to decrypt the information.
    ________________________________________

 

  1. ___________ was the initial name of the Internet.
    ________________________________________

 

  1. A(n) _________ is a small file deposited on a hard drive by a website containing information about customers and their browsing activities.
    ________________________________________

 

  1. A(n) _________ is a box running across a website that advertises the products and services of another business, usually another e-business.
    ________________________________________

 

  1. Define m-commerce and explain how an e-government could use it to increase its efficiency and effectiveness.

 

 

 

 

  1. What are the raw demographic and technological drivers of Web 2.0:

 

 

 

 

  1. Compare disruptive and sustaining technologies.

 

 

 

 

  1. Explain the Innovator’s Dilemma.

 

 

 

 

  1. Identify three companies that are expecting the majority of their returns on new investments.

 

 

 

 

  1. Identify three companies that capitalized on disruptive technologies and explain the technology.

 

 

 

 

  1. Explain how the Internet caused disruption among businesses.

 

 

 

 

  1. Define the relationship between the Internet and the World Wide Web.

 

 

 

 

  1. Describe the Internet’s impact on information along with how these changes are affecting businesses.

 

 

 

 

  1. Describe how IT accelerates and enhances e-business.

 

 

 

 

  1. Differentiate between B2B and B2C e-business models.

 

 

 

 

  1. Compare the four types of e-business models.

 

 

 

 

  1. Describe the benefits and challenges associated with e-business.

 

 

 

 

  1. Explain the differences among e-shops, e-malls, and online auctions.

 

 

 

 

  1. Describe the four common tools an organization can use to access Internet information.

 

 

 

 

  1. Describe how marketing, sales, financial services, and customer service departments can use e-business to increase revenues or reduce costs.

 

 

 

 

  1. Explain why an organization would use metrics to determine a website’s success.

 

 

 

 

  1. List and briefly details three prominent techniques that promote marketing via e-Business.

 

 

 

 

  1. Identify the different types of e-government business models.

 

 

 

 

  1. According to Dave Fleet, vice-president of Digital, Edelman Canada, what are the best practices for taking advantage of trends in social media?

 

 

c7

Student: ___________________________________________________________________________

  1. What is innovation?
    A. Introduction of new equipment or methods
    B. Operational excellence
    C. Improving an existing method
    D. Breaking an equipment

 

  1. The current impetus to innovate comes from the need ____________________________.
    A. to cut time, while still creating a competitive advantage
    B. to cut costs, while still destroying a competitive advantage
    C. to cut costs, while still creating a competitive advantage
    D. to increase costs, while still creating a competitive advantage

 

  1. The six best practices of innovation include:
    A. Reward risk takers and celebrate diversity
    B. Buy more technology
    C. Adopt ERP systems
    D. Look around and hire only practitioners

 

  1. _________________ implies that an entity, whether it is a government, corporation, not-for-profit organization, or individual, has a responsibility to society.
    A. Corporate social responsibility
    B. Social responsibility
    C. Corporate policy
    D. Sustainable, or “green,” IT

 

  1. ________________ is a dimension of social responsibility that refers to the position a firm takes on social and political issues.
    A. Corporate social responsibility
    B. Social responsibility
    C. Corporate policy
    D. Sustainable, or “green,” IT

 

  1. ___________________________ is a dimension of social responsibility that includes everything from hiring minority workers to making safe products.
    A. Corporate social responsibility
    B. Social responsibility
    C. Corporate policy
    D. Sustainable, or “green,” IT

 

  1. ________________________ describes the manufacture, management, use, and disposal of information technology in a way that minimizes damage to the environment, which is a critical part of a corporation’s responsibility.
    A. Corporate social responsibility
    B. Social responsibility
    C. Corporate policy
    D. Sustainable, or “green,” IT

 

  1. ______ is a framework of dividing the resources of a computer into multiple execution environments.
    A. Division
    B. Telecommuting
    C. Virtualization
    D. Synergy

 

  1. Letting employees work from outside the office keeps cars off the road, plus the practice can _________________.
    A. foster employee retention
    B. boost worker productivity
    C. slash real estate costs
    D. All of these

 

  1. Mobility and wireless capabilities are the tools of the virtual workforce and include all except:
    A. GIS
    B. Mobile commerce
    C. Electronic tagging
    D. Telematics

 

  1. Companies below had digitized islands and buildings in Second Life’s virtual world except:
    A. Nestle
    B. Adidas
    C. Dell
    D. Lego

 

  1. Legacy systems are:
    A. Systems that can be easily integrated with ERP systems
    B. Older computer technology that remains in use even though there are newer systems available
    C. Systems that are used for purchasing and logistics
    D. Older computer technology that is no longer in use and replaced with newer systems available

 

  1. _________________ are information systems that serve a single business unit, such as accounting.
    A. Supply Chain Management
    B. Functional systems
    C. ERP
    D. Legacy systems

 

  1. ________________ is a management system that enables organizations to clarify their vision and strategy and translate them into action.
    A. Legacy systems
    B. Balanced scorecard
    C. ERP
    D. SCM

 

  1. Which of the following describes an ERP system?
    A. ERP systems provide a foundation for collaboration between departments
    B. ERP systems enable people in different business areas to communicate
    C. ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization’s performance
    D. All of these

 

  1. What is at the heart of an ERP system?
    A. Information
    B. Employee
    C. Customer
    D. Database

 

  1. Which of the following challenge(s) did the City of Winnipeg face prior to the implementation of its ERP system?
    A. Inconsistent information and poor communication
    B. Wasted purchasing power
    C. Limited analytical capability
    D. All of these

 

  1. The City of Winnipeg’s ERP system integrated:
    A. More than 5,000 diverse systems
    B. More than 100 diverse systems
    C. Fewer than 50 diverse systems
    D. About 10 diverse systems

 

  1. The major components of the City of Winnipeg’s ERP system were:
    A. Human resources and finance
    B. Police and fire
    C. Public works and water
    D. Transit and waste

 

  1. Product profitability analysis is a feature that is available in the:
    A. Accounting and Finance ERP component
    B. Production and Materials Management ERP component
    C. Human Resources ERP component
    D. All of these

 

  1. The development of a production schedule is a feature that is available in the:
    A. Accounting and Finance ERP component
    B. Production and Materials Management ERP component
    C. Human Resources ERP component
    D. None of these

 

  1. The tracking of online training usage is a feature that is available in the:
    A. Accounting and Finance ERP component
    B. Production and Materials Management ERP component
    C. Human Resources ERP component
    D. All of these

 

  1. The extended ERP component that provides an integrated view of the customer’s relationship with the organization is the:
    A. CRM component
    B. SCM component
    C. Business Intelligence component
    D. E-business component

 

  1. The extended ERP component that helps optimize the supply chain from acquisition of raw materials to receipt of finished goods by customers is the:
    A. CRM component
    B. SCM component
    C. Business Intelligence component
    D. E-business component

 

  1. Monitoring the credit limit whenever a customer places a new order or sends in a payment is a function of the:
    A. Accounting and Finance ERP component
    B. Production and Materials Management ERP component
    C. Human Resources ERP component
    D. All of these

 

  1. Data warehouses are a popular extension to which ERP component?
    A. Business intelligence
    B. Customer relationship management
    C. Supply chain management
    D. E-business

 

  1. CRM components include all of the following except:
    A. contact centres
    B. sales force automation
    C. marketing
    D. purchasing

 

  1. The newest and most exciting extended ERP component is the:
    A. CRM component
    B. SCM component
    C. Business Intelligence component
    D. E-business component

 

  1. E-business includes:
    A. buying and selling
    B. serving customers
    C. collaborating with business partners
    D. All of these

 

  1. The large toy manufacturer described in the book was unable to fulfill any of its Web orders less than a week before Christmas because:
    A. There were no toys left in the warehouse.
    B. There were no trucks available to deliver the toys.
    C. It could not organize its basic order processing function.
    D. There had been a huge snowstorm.

 

  1. Customers and suppliers now demand access to ERP information including:
    A. order status
    B. inventory levels
    C. invoice reconciliation
    D. All of these.

 

  1. One of the hidden costs associated with ERP implementation is:
    A. The cost of buying the new hardware.
    B. The cost of buying the new software.
    C. The cost of training the employees.
    D. None of these

 

  1. Who are the primary users of SCM systems?
    A. Sales, marketing, and customer service
    B. Accounting, finance, logistics, and production
    C. Customers, resellers, partners, suppliers, and distributors
    D. All of these

 

  1. Who are the primary users of ERP systems?
    A. Sales, marketing, and customer service
    B. Accounting, finance, logistics, and production
    C. Customers, resellers, partners, suppliers, and distributors
    D. All of these

 

  1. Which application’s primary business benefits include sales forecasts, sales strategies, and marketing campaigns?
    A. CRM
    B. SCM
    C. ERP
    D. All of these

 

  1. Which application’s primary business benefits include market demand, resource and capacity constraints, and real-time scheduling?
    A. CRM
    B. SCM
    C. ERP
    D. All of these

 

  1. Which application’s primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution?
    A. CRM
    B. SCM
    C. ERP
    D. All of these

 

  1. Which application are employees most likely to use?
    A. CRM
    B. SCM
    C. ERP
    D. All of these

 

  1. Shell Canada’s ERP system handles operations for:
    A. Wells and mines
    B. Processing plants
    C. Oil trucks and gas pumps
    D. All of these

 

  1. Which of the following is not a core ERP component focusing on internal operations?
    A. Accounting and finance
    B. Production and materials management
    C. Business intelligence
    D. Human resources

 

  1. Which activities do accounting and finance components perform?
    A. Track employee information, including payroll, benefits, compensation, performance assessment, and assure compliance with the legal requirements of multiple jurisdictions and tax authorities.
    B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
    C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
    D. None of these

 

  1. Which activities do production and materials management components perform?
    A. Track employee information, including payroll, benefits, compensation, performance assessment, and assure compliance with the legal requirements of multiple jurisdictions and tax authorities.
    B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
    C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
    D. None of these

 

  1. Which activities do human resource components perform?
    A. Track employee information, including payroll, benefits, compensation, performance assessment, and assure compliance with the legal requirements of multiple jurisdictions and tax authorities.
    B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
    C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management
    D. None of these

 

  1. Which component of an ERP system includes credit-management feature?
    A. Accounting and finance component
    B. Production and managerial management component
    C. Human resource component
    D. Production and materials management component

 

  1. Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?
    A. Accounting and finance component
    B. Production and managerial management component
    C. Human resource component
    D. Production and materials management component

 

  1. Which of the following is an extended ERP component?
    A. Business intelligence
    B. E-business
    C. Customer relationship management
    D. All of these

 

  1. Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions?
    A. Business intelligence
    B. E-business
    C. Customer relationship management
    D. Supply chain management

 

  1. What are two of the primary features of e-business components?
    A. E-procurement
    B. E-logistics
    C. E-procurement and e-logistics
    D. None of these

 

  1. Which channels do ERP vendors need to build for access into the ERP system?
    A. One channel for customers (B2C)
    B. One channel for suppliers
    C. One channel for partners
    D. All of these

 

  1. Which of the following is not a vendor in the ERP market?
    A. SAP
    B. Oracle
    C. Cisco
    D. None of these

 

  1. What are several different types of software, which sit in the middle of and provide connectivity between two or more software applications?
    A. Middleware
    B. Enterprise application integration middleware
    C. Automated business process
    D. E-business infrastructure

 

  1. What represents a new approach to middleware by packaging together commonly used functionality, such as providing pre-built links to popular enterprise applications, which reduces the time necessary to develop solutions that integrate applications from multiple vendors?
    A. Middleware
    B. Enterprise application integration middleware
    C. Automated business process
    D. E-business infrastructure

 

  1. Failed ERP implementations have caused organizations to view an ERP as:
    A. unnecessary.
    B. impossible.
    C. a necessary, strategic evil.
    D. not desirable.

 

  1. Successful ERP projects share all of the following basic attributes except:
    A. Overall fit
    B. Custom-made
    C. Proper business analysis
    D. Solid implementation plans

 

  1. A well-fitting ERP has:
    A. Some major process gaps and some minor ones.
    B. No minor process gaps and very few major ones.
    C. No major process gaps and very few minor ones.
    D. Some major processing gaps but it can be tailored to fit.

 

  1. Buying an ERP system could be thought of in each of the following ways except:
    A. Off the rack
    B. Off the rack and tailor to fit
    C. Custom-made
    D. One size fits all

 

  1. Successful companies normally spend up to _____ percent on a business analysis.
    A. 10
    B. 50
    C. 75
    D. 90

 

  1. Operational excellence is the introduction of new equipment or methods.
    True    False

 

  1. Innovation is the introduction of new equipment or methods.
    True    False

 

  1. The current impetus to innovate comes from the need to increase costs, while still creating a competitive advantage.
    True    False

 

  1. Sustainable, or “green,” IT describes the manufacture, management, use, and disposal of information technology in a way that minimizes damage to the environment, which is a critical part of a corporation’s responsibility.
    True    False

 

  1. Social responsibility is a dimension of social responsibility that refers to the position a firm takes on social and political issues.
    True    False

 

  1. Virtualization is a framework of dividing the resources of a computer into multiple execution environments.
    True    False

 

  1. Sustainable IT disposal refers to the safe disposal of IT assets at the end of their life cycles.
    True    False

 

  1. Industry experts say the power consumption of data centres is decreasing every five years or so, making them one of the slowest-growing drags on energy in the nation.
    True    False

 

  1. The City of Winnipeg’s ERP system could not provide for the development of applications such as competency management and career planning.
    True    False

 

  1. Due to the City of Winnipeg’s complexity, its new ERP system was unable to integrate the city’s systems across all of its 14 departments.
    True    False

 

  1. When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.
    True    False

 

  1. One of the primary reasons for ERP’s explosive growth is that an ERP system is a logical solution to the many incompatible applications found in business today.
    True    False

 

  1. Production and materials management is a core ERP component.
    True    False

 

  1. Business intelligence is both a core and extended ERP component.
    True    False

 

  1. SCM, CRM, and ERP are all extended ERP components.
    True    False

 

  1. E-logistics manages the transportation and storage of goods.
    True    False

 

  1. Oracle, SAP, and Microsoft Dynamics are the biggest ERP vendors.
    True    False

 

  1. In the past, departments made decisions independent of each other.
    True    False

 

  1. Microsoft, Oracle, and PAS are the three leading ERP vendors.
    True    False

 

  1. Shell Canada’s ERP solution provides an integrated Web-based service order, invoicing, and payment submission system.
    True    False

 

  1. Workers at Shell Canada’s refineries find the new ERP system complex and difficult to search for information.
    True    False

 

  1. ERP systems are not fundamentally ready for the external world of e-business.
    True    False

 

  1. Integration of SCM, CRM, and ERP applications allows the unlocking of information to make it available to any user, anywhere, anytime.
    True    False

 

  1. _______ is the introduction of new equipment or methods.
    ________________________________________

 

  1. Innovation is the _______________ of new equipment or methods.
    ________________________________________

 

  1. The current impetus to innovate comes from the need to cut costs, while still creating a(n) ___________________.
    ________________________________________

 

  1. ________________________ is a dimension of social responsibility that includes everything from hiring minority workers to making safe products.
    ________________________________________

 

  1. Industry experts say the power consumption of ________________ is doubling every five years or so, making them one of the fastest-growing drags on energy in the nation.
    ________________________________________

 

  1. ___________________________ allows people to exchange short public messages called “tweets” to give others status updates on what’s happening in their lives at the moment.
    ________________________________________

 

  1. Business-oriented ______________ help executives find employees, and they’re increasingly useful in other areas, such as sales and marketing.
    ________________________________________

 

  1. Letting employees work from ________________ the office keeps cars off the road, plus the practice can foster employee retention, boost worker productivity, and slash real estate costs.
    ________________________________________

 

  1. Enterprise resource planning ____________ all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
    ________________________________________

 

  1. _____________ ERP components are the traditional components included in most ERP systems and they primarily focus on internal operations.
    ________________________________________

 

  1. ____________ ERP components are the extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.
    ________________________________________

 

  1. Human resource component is one of the three most common _________ ERP components.
    ________________________________________

 

  1. _________ and materials management is one of the three most common core ERP components.
    ________________________________________

 

  1. Accounting and finance components manage accounting data and ______________ processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
    ________________________________________

 

  1. Most organizations manage their relationships with customers by setting ___________ limits.
    ________________________________________

 

  1. Production and materials management components handle the various aspects of production planning and execution such as __________ forecasting, production scheduling, job cost accounting, and quality control.
    ________________________________________

 

  1. Human resource components track ___________ information, including payroll, benefits, compensation, performance assessment, and assure compliance with the legal requirements of multiple jurisdictions and tax authorities.
    ________________________________________

 

  1. Human resource components have the ability to identify employees that are likely to ________ the company.
    ________________________________________

 

  1. Business intelligence, customer relationship management, supply chain management, and __________ are the four most common extended ERP components.
    ________________________________________

 

  1. The business intelligence component of an ERP system typically collects information used throughout the organization, organizes it, and applies analytical tools to assist managers with ________.
    ________________________________________

 

  1. ____________ manages the transportation and storage of goods.
    ________________________________________

 

  1. __________ is the B2B purchase and sale of supplies and services over the Internet.
    ________________________________________

 

  1. ___________ vendors also provide SCM.
    ________________________________________

 

  1. ___________ vendors have expanded to provide CRM.
    ________________________________________

 

  1. Integrations are achieved by using ___________.
    ________________________________________

 

  1. Sales, marketing, and customer service are the primary users of ______ systems.
    ________________________________________

 

  1. Accounting, finance, logistics, and production are the primary users of ___________ systems.
    ________________________________________

 

  1. ERP systems are full of technical jargon, which is why employee __________ is one of the hidden costs associated with ERP implementation.
    ________________________________________

 

  1. A well-fitting ERP cannot have any __________ processing gaps.
    ________________________________________

 

  1. Large-scale vendors are attempting to enter the __________ market.
    ________________________________________

 

  1. According to Gartner Research, the average __________ rate for an ERP project is 66 percent.
    ________________________________________

 

  1. Some companies view an ERP as a(n) __________, strategic evil.
    ________________________________________

 

  1. _______ refers to the degree of gaps that exist between the system and the business process.
    ________________________________________

 

  1. An ERP’s main purpose is to provide support and __________ to a business process.
    ________________________________________

 

  1. Most companies do not carry a high degree of ERP software __________ on their staff.
    ________________________________________

 

  1. Off the rack, off the rack and tailor to fit, and custom-made are terms that apply to buying a suit or an __________ system.
    ________________________________________

 

  1. One of the three basic attributes of a successful ERP project is solid __________ plans.
    ________________________________________

 

  1. One of the three basic attributes of a successful ERP project is proper business __________.
    ________________________________________

 

  1. One of the three basic attributes of a successful ERP project is overall __________.
    ________________________________________

 

  1. Briefly explain the enterprise computing challenges that are happening in organizations today.

 

 

 

 

  1. Explain how a central database is the heart of an ERP system.

 

 

 

 

  1. Compare core enterprise resource planning components and extended enterprise resource planning components.

 

 

 

 

  1. Describe the three primary components found in core enterprise resource planning.

 

 

 

 

  1. Describe the four primary components found in extended enterprise resource planning systems.

 

 

 

 

  1. Describe the primary users and primary business benefits of CRM, SCM, and ERP applications.

 

 

 

 

  1. Identify and describe the two primary features of e-business components.

 

 

 

 

  1. Explain why employee training is a hidden cost of ERP implementation.

 

 

 

 

  1. Explain the business value of integrating supply chain management, customer relationship management, and enterprise resource planning systems.

 

 

 

 

  1. Compare middleware and enterprise application integration middleware.

 

 

 

 

  1. List and describe the three basic attributes of successful ERP projects.

 

 

 

 

  1. Discuss the balanced scorecard and how it relates to organizational strategy.

 

 

c9

Student: ___________________________________________________________________________

  1. CRM involves managing all of the following except:
    A. increase customer loyalty
    B. increase customer retention
    C. increase organization’s profitability
    D. increase sales commission

 

  1. CRM allows an organization to accomplish all of the following, except:
    A. Provide better customer service
    B. Make call centres more efficient
    C. Complicate marketing and sales processes
    D. Help sales staff close deals faster

 

  1. The intense competition in today’s marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.
    A. customer-focused
    B. production-focused
    C. operations-focused
    D. supplier-focused

 

  1. Which company, in the text, rolled out a Web-based system called iSpectrum, developed by Summit Information Systems to pull its client data into one central repository so that company can deliver much faster customer service and improve the customer experience?
    A. Alterna Savings
    B. CCL Industries
    C. Brother International Corporation
    D. 1-800-Flowers.com

 

  1. An organization that uses the RFM formula tracks:
    A. Recency, frequency, and monetary value
    B. Recurrences, frequency, and multiples
    C. Returns, final sales, and markdowns
    D. None of these

 

  1. Which of the following is not one of the three phases in the evolution of CRM?
    A. Reporting
    B. Analyzing
    C. Processing
    D. Predicting

 

  1. What helps an organization identify its customers across applications?
    A. CRM reporting technologies
    B. CRM analyzing technologies
    C. CRM processing technologies
    D. CRM predicting technologies

 

  1. What is an organization performing when it asks questions such as “why was customer revenue so high”?
    A. CRM reporting technologies
    B. CRM analyzing technologies
    C. CRM processing technologies
    D. CRM predicting technologies

 

  1. Which of the following represents operational CRM?
    A. Supports traditional transactional processing
    B. Supports day-to-day front-office operations
    C. Supports operations that deal directly with the customers
    D. All of these

 

  1. What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?
    A. Analytical CRM
    B. Operational CRM
    C. Personalization
    D. All of these

 

  1. What made-to-order views can analytical CRM tools slice-and-dice customer information into?
    A. Customer value
    B. Customer spending
    C. Customer segmentation
    D. All of these

 

  1. What can analytical CRM modelling tools discover?
    A. Identify opportunities for expanding customer relationships
    B. Identify opportunities for cross-selling
    C. Identify opportunities for up-selling
    D. All of these

 

  1. What occurs when a website can know enough about a person’s likes and dislikes that it can fashion offers that are more likely to appeal to that person?
    A. Operational CRM
    B. Analytical CRM
    C. Personalization
    D. All of these

 

  1. What is an organization performing when it asks questions such as “which customers are at risk of leaving”?
    A. CRM reporting
    B. CRM analyzing
    C. CRM processing
    D. CRM predicting

 

  1. Which question below represents a CRM reporting technology example?
    A. Why did sales not meet forecasts?
    B. What customers are at risk of leaving?
    C. What is the total revenue by customer?
    D. All of these

 

  1. Which question below represents a CRM analyzing technology question?
    A. Why did sales not meet forecasts?
    B. What customers are at risk of leaving?
    C. What is the total revenue by customer?
    D. All of these

 

  1. Which question below represents a CRM predicting technology question?
    A. Why did sales not meet forecasts?
    B. What customers are at risk of leaving?
    C. What is the total revenue by customer?
    D. All of these

 

  1. Which of the following operational CRM technologies does the sales department typically use?
    A. Campaign management, contact management, opportunity management
    B. Sales management, contact management, contact centre
    C. Sales management, call scripting, opportunity management
    D. Sales management, contact management, opportunity management

 

  1. Which of the following operational CRM technologies does the marketing department typically use?
    A. Contact centre, Web-based self-service, call scripting
    B. Contact centre, cross-selling and up-selling, Web-based self-service
    C. List generator, opportunity management, cross-selling and upselling
    D. List generator, campaign management, cross-selling and upselling

 

  1. Which of the following operational CRM technologies does the customer service department typically use?
    A. Contact centre, Web-based self-service, call scripting
    B. Sales management, contact management, opportunity management
    C. List generator, opportunity management, cross-selling and up-selling
    D. List generator, campaign management, cross-selling and Up-selling

 

  1. What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
    A. Campaign management system
    B. Cross-selling
    C. Upselling
    D. List generator

 

  1. What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
    A. Campaign management system
    B. Cross-selling
    C. Up-selling
    D. List generator

 

  1. What is McDonald’s performing when it asks its customers if they would like to super-size their meals?
    A. Campaign management
    B. Cross-selling
    C. Upselling
    D. Down-selling

 

  1. Which of the following represents sales force automation?
    A. Helping an organization identify its customers across applications
    B. Selling additional products or services to a customer
    C. A system that automatically tracks all of the steps in the sales process
    D. Selling larger products or services to a customer

 

  1. What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?
    A. Sales management systems
    B. Contact management systems
    C. Opportunity management systems
    D. None of these

 

  1. What maintains customer contact information and identifies prospective customers for future sales?
    A. Sales management system
    B. Contact management system
    C. Opportunity management system
    D. Sales force automation system

 

  1. What targets sales opportunities by finding new customers or companies for future sales?
    A. Sales management system
    B. Contact management system
    C. Opportunity management system
    D. Sales force automation system

 

  1. Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?
    A. Sales management system
    B. Contact management system
    C. Opportunity management system
    D. Sales force automation system

 

  1. What is the primary difference between contact management and opportunity management?
    A. Contact management deals with new customers, opportunity management deals with existing customers
    B. Contact management deals with existing customers, opportunity management deals with existing customers
    C. Contact management deals with new customers, opportunity management deals with new customers
    D. Contact management deals with existing customers, opportunity management deals with new customers

 

  1. Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?
    A. Contact centre
    B. Web-based self-service
    C. Call scripting
    D. None of these

 

  1. What allows customers to use the Web to find answers to their questions or solutions to their problems?
    A. Contact centre
    B. Web-based self-service
    C. Call scripting
    D. None of these

 

  1. What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?
    A. Contact centre
    B. Web-based self-service
    C. Call scripting
    D. None of these

 

  1. What is automatic call distribution?
    A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
    B. Directs customers to use touch-tone phones or keywords to navigate or provide information
    C. A phone switch routes inbound calls to available agents
    D. None of these

 

  1. What is interactive voice response (IVR)?
    A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
    B. Directs customers to use touch-tone phones or keywords to navigate or provide information
    C. A phone switch routes inbound calls to available agents
    D. None of these

 

  1. What is predictive dialling?
    A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
    B. Directs customers to use touch-tone phones or keywords to navigate or provide information
    C. A phone switch routes inbound calls to available agents
    D. None of these

 

  1. Which of the following is not considered a feature in a contact centre?
    A. Automatic call distribution
    B. Interactive voice response
    C. Predictive dialing
    D. Automatic predictive dialing

 

  1. The CRM manager’s full-time responsibilities include ______________________________.
    A. operational management
    B. change management
    C. functional management of the existing CRM solution
    D. All of these

 

  1. What are the industry best practices for CRM implementation?
    A. Define information needs and flows
    B. Build an integrated view of the customer
    C. Clearly communicate the CRM strategy
    D. All of these

 

  1. Which of the following is not a CRM industry best practice?
    A. Define information needs and flows
    B. Build an integrated view of the customer
    C. Scalability for organizational growth
    D. Implement in the big bang approach

 

  1. Which company, in the text, experienced difficulty with answering their phone?
    A. Alterna Savings
    B. CCL Industries
    C. Brother International Corporation
    D. 1-800-Flowers.com

 

  1. Supplier relationship management is not the same thing as a(n) _______________ system.
    A. SRM
    B. CRM
    C. ERP
    D. TPS

 

  1. _______________ are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.
    A. Alliance partners
    B. Dealers
    C. Resellers
    D. Partner relationship management (PRM)

 

  1. _____________________ are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.
    A. Alliance partners
    B. Dealers
    C. Resellers
    D. Partner relationship management PRM

 

  1. ________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit.
    A. Alliance partners
    B. Dealers
    C. Resellers
    D. Partner relationship management (PRM)

 

  1. ________________________ focuses on keeping vendors satisfied by managing alliance partner, dealer, retailer, and reseller relationships that provide customers with an optimal sales channel.
    A. Alliance partners
    B. Dealers
    C. Resellers
    D. Partner relationship management (PRM)

 

  1. CRM suites will also incorporate SRM, PRM, and ERM modules as enterprises seek to take advantage of these initiatives.
    A. SRM
    B. PRM
    C. ERM
    D. All of these

 

  1. What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?
    A. Supplier relationship management
    B. Partner relationship management
    C. Employee relationship management
    D. None of these

 

  1. What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?
    A. Supplier relationship management
    B. Partner relationship management
    C. Employee relationship management
    D. None of these

 

  1. What provides employees with a subset of CRM applications available through a Web browser?
    A. Supplier relationship management
    B. Partner relationship management
    C. Employee relationship management
    D. None of these

 

  1. Which industries will want to keep using CRM as a major strategic focus in the future?
    A. Industries whose products are unique
    B. Industries whose products are difficult to differentiate
    C. Industries whose products are exclusive
    D. Industries whose products are distinctive

 

  1. The intense competition in today’s marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.
    True    False

 

  1. CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.
    True    False

 

  1. The business world is shifting from customer focus to product focus.
    True    False

 

  1. CRM systems can replace more traditional forms of CRM
    True    False

 

  1. RFM stands for Regency, Frequency, and Monetary.
    True    False

 

  1. One of the primary reasons a company loses customers is good customer service experiences.
    True    False

 

  1. The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.
    True    False

 

  1. Back-office operations deal directly with the customer.
    True    False

 

  1. The evolution of CRM is reporting, analyzing, and predicting.
    True    False

 

  1. List generators fall under the category of the sales department’s CRM tools.
    True    False

 

  1. Contact management falls under the category of the customer service department’s CRM tools.
    True    False

 

  1. Call scripting falls under the category of the sales department’s CRM tools.
    True    False

 

  1. Good relationships cannot exist without the help or use of information systems.
    True    False

 

  1. SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.
    True    False

 

  1. Supplier relationship management is the same thing as an SRM system.
    True    False

 

  1. CRM suites will also incorporate TPS, MRP and MER modules as enterprises seek to take advantage of these initiatives.
    True    False

 

  1. Alliance partners are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.
    True    False

 

  1. Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.
    True    False

 

  1. CRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.
    True    False

 

  1. The intense competition in today’s marketplace forces organizations to switch from __________________ strategies to customer-focused strategies.
    ________________________________________

 

  1. A customer strategy starts with understanding who the company’s __________ are and how they help the company meet strategic goals.
    ________________________________________

 

  1. Customer relationship management involves managing all aspects of a customer’s relationship with an organization to increase customer ____________ and retention and an organization’s profitability.
    ________________________________________

 

  1. An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.
    ________________________________________

 

  1. The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.
    ________________________________________

 

  1. CRM _________ systems help organizations identify their customers across applications.
    ________________________________________

 

  1. “Why did sales not meet forecasts?” is an example of _________ technologies in CRM.
    ________________________________________

 

  1. ___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.
    ________________________________________

 

  1. ___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.
    ________________________________________

 

  1. ___________ occurs when a website can know enough about a person’s likes and dislikes that it can fashion offers that are more likely to appeal to that person.
    ________________________________________

 

  1. One of the primary reasons a company ________________ customers is bad customer service experiences.
    ________________________________________

 

  1. CRM ___________ help organizations segment their customers into categories such as best and worst customers.
    ________________________________________

 

  1. Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.
    ________________________________________

 

  1. Contact centre, Web-based self-service, and __________ scripting are the three primary operational CRM technologies used in the customer service department.
    ________________________________________

 

  1. List generator, ________ management, and cross-selling/upselling are the three primary operational CRM technologies used in the marketing department.
    ________________________________________

 

  1. List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.
    ________________________________________

 

  1. ___________ management systems guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.
    ________________________________________

 

  1. Cross-selling is selling _________ products or services to a customer.
    ________________________________________

 

  1. McDonald’s is _________ selling when it asks their customers if they would like an apple pie with their meal.
    ________________________________________

 

  1. McDonald’s is ____________ selling when it asks their customers if they would like to super-size their meals.
    ________________________________________

 

  1. __________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.
    ________________________________________

 

  1. _________ management systems maintain customer contact information and identify prospective customers for future sales.
    ________________________________________

 

  1. _________ management systems target sales opportunities by finding new customers or companies for future sales.
    ________________________________________

 

  1. _________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.
    ________________________________________

 

  1. ___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.
    ________________________________________

 

  1. _____________________ to deliver CRM applications will continue to be a major trend, as will the use of analytical tools and the availability of mobile CRM application offerings.
    ________________________________________

 

  1. An important trend in measuring customer satisfaction and uptake with a product or service is to monitor ____________________ communities.
    ________________________________________

 

  1. ________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.
    ________________________________________

 

  1. ___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.
    ________________________________________

 

  1. _________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.
    ________________________________________

 

  1. What is CRM? What is the main benefit of CRM to an organization?

 

 

 

 

  1. List and describe several benefits an organization can receive from CRM.

 

 

 

 

  1. Compare operational CRM and analytical CRM.

 

 

 

 

  1. Define the relationship between decision making and analytical CRM.

 

 

 

 

  1. Describe three CRM technologies used by marketing departments.

 

 

 

 

  1. Describe three CRM technologies used by sales departments.

 

 

 

 

  1. Describe three CRM technologies used by customer service departments.

 

 

 

 

  1. List and describe the industry best practices for implementing a successful CRM system.

 

 

 

 

  1. Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

 

 

 

 

  1. Summarize the future of customer relationship management.

 

 

 

 

  1. Discuss future trends in CRM?

 

 

 

c11

Student: ___________________________________________________________________________

  1. Which differences does not make global data standardization quite difficult?
    A. Language
    B. Culture
    C. Technology
    D. Skin colour

 

  1. Which of the following is a business-related consequence of successful software?
    A. Increase revenues
    B. Damage to brand reputation
    C. Incur liabilities
    D. Decrease productivity

 

  1. Which of the following is not a phase in the SDLC?
    A. Planning
    B. Development
    C. RFP
    D. Testing

 

  1. Which of the following is a phase in the SDLC?
    A. Analysis
    B. Design
    C. Testing
    D. All of these

 

  1. Which of the following is not a phase in the SDLC?
    A. Maintenance
    B. Change
    C. Design
    D. None of these

 

  1. What is the first step in the SDLC?
    A. Analysis
    B. Design
    C. Testing
    D. Planning

 

  1. What is the second step in the SDLC?
    A. Analysis
    B. Design
    C. Testing
    D. Planning

 

  1. Which activity is performed during the planning phase of SDLC?
    A. Identify and select the system for development
    B. Assess project feasibility
    C. Develop the project plan
    D. All of these

 

  1. What is the systems development life cycle?
    A. Involves establishing a high-level plan of the intended project and determining project goals
    B. Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system
    C. Involves describing the desired features and operations of the system
    D. The overall process for developing information systems from planning and analysis through implementation and maintenance

 

  1. What is the overall process for developing information systems from planning and analysis through implementation and maintenance?
    A. SDLC
    B. Software life cycle
    C. Application life cycle
    D. All of these

 

  1. What is the analysis phase in the SDLC?
    A. Involves establishing a high-level plan of the intended project and determining project goals
    B. Involves gathering and analyzing business requirements, defining any constraints associated with the system, and refining project goals into defined functions and operations of the intended system
    C. Involves describing the desired features and operations of the system
    D. Involves placing the system into production so users can begin to perform actual business operations with the system

 

  1. What is the design phase in the SDLC?
    A. Involves establishing a high-level plan of the intended project and determining project goals
    B. Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system
    C. Involves designing the technical architectures and models
    D. Involves placing the system into production so users can begin to perform actual business operations with the system

 

  1. What is the implementation phase in the SDLC?
    A. Involves establishing a high-level plan of the intended project and determining project goals
    B. Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system
    C. Involves describing the desired features and operations of the system
    D. Involves placing the system into production and proving user documentation so users can begin to perform actual business operations with the system

 

  1. What is one of the most common reasons why systems development projects fail?
    A. Unclear or missing business requirements
    B. Lack of JAD sessions
    C. Purchasing COTS
    D. All of these

 

  1. _______ methodology emphasizes extensive user involvement in the rapid and evolutionary construction of working prototypes of a system to accelerate the systems development process.
    A. Rapid application development (RAD)
    B. Extreme programming (XP)
    C. Rational Unified Process (RUP)
    D. Scrum

 

  1. ____ like other agile methods, breaks a project into tiny phases, and developers cannot continue on to the next phase until the first phase is complete.
    A. Rapid application development (RAD)
    B. Extreme programming (XP)
    C. Rational unified process (RUP)
    D. Scrum

 

  1. _______ provides a framework for breaking down the development of software into four gates.
    A. Rapid application development (RAD)
    B. Extreme programming (XP)
    C. Rational unified process (RUP)
    D. Scrum

 

  1. ________ uses small teams to produce small pieces of deliverable software using sprints, or 30-day intervals, to achieve an appointed goal.
    A. Rapid application development (RAD)
    B. Extreme programming (XP)
    C. Rational Unified Process (RUP)
    D. Scrum

 

  1. What is a sequential, activity-based process in which each phase in the SDLC is performed sequentially from planning through implementation and maintenance?
    A. RAD methodology
    B. Agile methodology
    C. Waterfall methodology
    D. Extreme programming

 

  1. What emphasizes extensive user involvement in the rapid and evolutionary construction of working prototypes of a system to accelerate the systems development process?
    A. RAD methodology
    B. Agile methodology
    C. Waterfall methodology
    D. Extreme programming

 

  1. What breaks a project into tiny phases, and developers cannot continue on to the next phase until the first phase is complete?
    A. RAD methodology
    B. Agile methodology
    C. Waterfall methodology
    D. Extreme programming

 

  1. What is the success rate for a project using the waterfall methodology?
    A. 1 in 10
    B. 2 in 10
    C. 4 in 10
    D. 8 in 10

 

  1. Which of the following is a fundamental of the RAD methodology?
    A. Focus initially on creating a prototype that looks and acts like the desired system
    B. Actively involve system users in the analysis, design, and development phases
    C. Accelerate collecting the business requirements through an interactive and iterative construction approach
    D. All of these

 

  1. Which of the following is not one of the tenets in the Agile Alliance’s manifesto?
    A. Satisfy the customer through early and continuous delivery of valuable software
    B. Do not allow changing requirements, especially late in development
    C. Business people and developers must work together daily throughout the project
    D. All of these

 

  1. Which of the following is not one of the primary principles an organization should follow for successful agile software development?
    A. Slash the budget
    B. Keep requirements to a minimum
    C. Test and deliver infrequently
    D. Assign non-IT executives to software projects

 

  1. Which of the following is a business-related consequence of failing software?
    A. Decrease productivity
    B. Damage to brand reputation
    C. Incur liabilities
    D. All of these

 

  1. What is the application of knowledge, skills, tools, and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project?
    A. Project management
    B. Project management software
    C. Scope
    D. None of these

 

  1. What specifically supports the long-term and day-to-day management and execution of the steps in a project?
    A. Project management
    B. Project management software
    C. Scope
    D. None of these

 

  1. What are the three primary variables in any project?
    A. Time, cost, expense
    B. Time, expense, requirements
    C. Time, cost, scope
    D. Time, cost, quality

 

  1. What is the number one reason that IT projects fall behind schedule or fail?
    A. Change in business goals during the project
    B. Lack of support from business management
    C. Poor planning or poor project management
    D. Change in technology during the project

 

  1. Which of the following is a characteristic of a successful project?
    A. Delivered on time
    B. Delivered within budget
    C. Meets the business’s requirements
    D. All of these

 

  1. What is a project?
    A. A temporary endeavour undertaken to create a unique product or service
    B. The application of knowledge, skills, tools, and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project
    C. Any measurable, tangible, verifiable outcome, result, or item that is produced to complete a project or part of a project
    D. Represent key dates when a certain group of activities must be performed

 

  1. What are project deliverables?
    A. A temporary endeavour undertaken to create a unique product or service
    B. The application of knowledge, skills, tools, and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project
    C. Any measurable, tangible, verifiable outcome, result, or item that is produced to complete a project or part of a project
    D. Represent key dates when a certain group of activities must be performed

 

  1. Who is a project manager?
    A. An individual who is knowledge and skilled in project activities.
    B. An individual who sets up measurable and tangible goals.
    C. An individual who funds the project.
    D. An individual who is an expert in project planning and management.

 

  1. Which of the following does a project manager perform?
    A. Defines and develops the project plan
    B. Tracks the plan to ensure all key project milestones are completed on time
    C. Expert in project planning and management
    D. All of these

 

  1. What are the primary activities performed by a project manager?
    A. Choosing strategic projects
    B. Setting the project scope
    C. Managing resources and maintaining the project plan
    D. All of these

 

  1. An organization must identify what it wants to do and how it is going to do it. What does the “what” part of this question focus on?
    A. Justification of the project
    B. Definition of the project
    C. Expected results of the project
    D. All of these

 

  1. An organization must identify what it wants to do and how it is going to do it. What does the “how” part of this question focus on?
    A. Justification of the project
    B. Definition of the project
    C. Analysis of project risks
    D. Expected results of the project

 

  1. Which of the following is not a technique for choosing strategic projects?
    A. Categorize projects
    B. Perform a financial analysis
    C. Focus on organizational goals
    D. Develop a project plan

 

  1. What is project scope?
    A. Quantifiable criteria that must be met for the project to be considered a success
    B. Products, services, or processes that are not specifically a part of the project
    C. Any measurable, tangible, verifiable outcome, result or item that is produced to complete a project or part of a project
    D. Defines the work that must be completed to deliver a product with the specified features and functions

 

  1. What are project objectives?
    A. Quantifiable criteria that must be met for the project to be considered a success
    B. Products, services, or processes that are not specifically a part of the project
    C. Any measurable, tangible, verifiable outcome, result or item that is produced to complete a project or part of a project
    D. Defines the work that must be completed to deliver a product with the specified features and functions

 

  1. What do SMART criteria for successful objective creation include?
    A. Specific, metrics, agreed upon, real, time valued
    B. Specific, measurable, agreed upon, realistic, time framed
    C. Specific, measurable, accurate, real, time valued
    D. Specific, metrics, agreed upon, realistic, time framed

 

  1. Which of the following is not a characteristic of a well-defined project plan?
    A. Prepared by the project manager
    B. Easy to read
    C. Appropriate to the project’s size
    D. Communicated to all key participants

 

  1. What is the most important part of the project plan?
    A. Gantt chart
    B. Specification
    C. Communication
    D. None of these

 

  1. What is a graphical network model that depicts a project’s tasks and the relationships between those tasks?
    A. Gantt chart
    B. PERT chart
    C. Dependency
    D. All of these

 

  1. What is the logical relationship that exists between the project tasks, or between a project task and a milestone?
    A. Resource
    B. Task
    C. Dependency
    D. Activity

 

  1. What is a simple bar chart that depicts project tasks against a calendar?
    A. Gantt chart
    B. PERT chart
    C. Dependency
    D. All of these

 

  1. What type of chart typically displays the critical path?
    A. Gantt chart
    B. PERT chart
    C. All of these
    D. None of these

 

  1. What is the critical path?
    A. The path from resource to task that passes through all critical components of a project plan
    B. The path between tasks to the projects finish that passes through all critical components of a project plan
    C. The path from start to finish that passes through all the tasks that are critical to completing the project in the shortest amount of time
    D. The path from start to finish that passes through all the tasks that are critical to completing the project in the longest amount of time

 

  1. In a Gantt chart tasks are listed __________ and the project’s timeframe is listed ____________.
    A. vertically; horizontally
    B. horizontally; vertically
    C. vertically; vertically
    D. horizontally; horizontally

 

  1. What is the responsibility of a change control board?
    A. Controlling the change requests
    B. Approving the change requests
    C. Rejecting the change requests
    D. All of these

 

  1. Which of the following is not the responsibility of a change control board?
    A. Controlling the change requests
    B. Approving the change requests
    C. Rejecting the change requests
    D. Managing the projects

 

  1. The many benefits associated with outsourcing include which of the following?
    A. Increased quality and efficiency of a process, service, or function.
    B. Reduced operating expenses.
    C. Avoiding costly outlay of capital funds.
    D. All are benefits associated with outsourcing.

 

  1. What is a common approach using the professional expertise within an organization to develop and maintain the organization’s information technology systems?
    A. Insourcing
    B. Outsourcing
    C. Business process outsourcing
    D. Offshore outsourcing

 

  1. What is an arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house?
    A. Insourcing
    B. Outsourcing
    C. Business process outsourcing
    D. Offshore outsourcing

 

  1. What is it called when a company uses organizations from developing countries to write code and develop systems?
    A. Insourcing
    B. Outsourcing
    C. Business process outsourcing
    D. Offshore outsourcing

 

  1. Which of the following is a benefit an organization can receive from outsourcing?
    A. Financial savings
    B. Increase technical abilities
    C. Market agility
    D. All of these

 

  1. Which of the following is the most common function outsourced?
    A. IT
    B. HR
    C. Finance
    D. Marketing/sales

 

  1. Which of the following is the primary reason why companies outsource?
    A. Tap outside sources of expertise
    B. Concentrate resources on core business
    C. Reduce headcount and related expenses
    D. All of these

 

  1. Which of the following is the most likely reason why companies outsource?
    A. Tap outside sources of expertise
    B. Concentrate resources on core business
    C. Reduce headcount and related expenses
    D. Better manage the costs of internal processes

 

  1. Which of the following is the least likely reason why companies outsource?
    A. Tap outside sources of expertise
    B. Concentrate resources on core business
    C. Reduce headcount and related expenses
    D. Better manage the costs of internal processes

 

  1. Which of the following is/are the influential driver(s) affecting the growth of outsourcing markets?
    A. Core competencies
    B. Rapid growth
    C. Industry changes
    D. All of these

 

  1. Which of the following is an outsourcing challenge caused by contract length?
    A. Difficulties in getting out of a contract
    B. Problems in foreseeing future issues
    C. Problems in reforming an internal IT department
    D. All of these

 

  1. What is the outsourcing option that includes the most remote location and indirect customer control?
    A. Onshore outsourcing
    B. Nearshore outsourcing
    C. Offshore outsourcing
    D. None of these

 

  1. What is the outsourcing option that includes the closest location and direct customer control?
    A. Onshore outsourcing
    B. Nearshore outsourcing
    C. Offshore outsourcing
    D. None of these

 

  1. All of the following are challenges of outsourcing, except:
    A. Contract length
    B. Competitive edge
    C. Confidentiality
    D. Multisourcing

 

  1. Domestic information systems must support a diverse base of customers, users, products, languages, currencies, laws, and so on.
    True    False

 

  1. Difference in language, culture, and technology platforms can make global data standardization quite difficult.
    True    False

 

  1. A topology is a set of policies, procedures, standards, processes, practices, tools, techniques, and tasks that people apply to technical and management challenges.
    True    False

 

  1. Iterative development consists of a series of tiny projects.
    True    False

 

  1. Testing is the fourth phase in the SDLC.
    True    False

 

  1. The assess project feasibility activity typically occurs during the analysis phase.
    True    False

 

  1. Designing the IT infrastructure typically occurs during the design phase.
    True    False

 

  1. Provide training for the system users typically occurs during the testing phase.
    True    False

 

  1. The traditional waterfall methodology is a sequential, activity-based process in which each phase in the SDLC is performed sequentially from planning through implementation and maintenance.
    True    False

 

  1. A prototype is a smaller-scale representation or working model of the users’ requirements or a proposed design for an information system.
    True    False

 

  1. Scrum methodology, like other agile methods, breaks a project into tiny phases, and developers cannot continue on to the next phase until the first phase is complete.
    True    False

 

  1. The SDLC is different than the waterfall and agile methodologies not in terms of the type of work that is done, but rather who is control and does most of the design work.
    True    False

 

  1. A project charter is a document issued by the project initiator or sponsor that formally authorizes the existence of a project and provides the project manager with the authority to apply organizational resources to project activities.
    True    False

 

  1. Managing people is one of the hardest and most critical efforts a project manager undertakes.
    True    False

 

  1. An unimportant aspect of a project management communications plan is to provide a method for continually obtaining and monitoring feedback from and for all stakeholders.
    True    False

 

  1. Project milestones are any measurable, tangible, verifiable outcome, result, or item that is produced to complete a project or part of a project.
    True    False

 

  1. Project deliverables represent key dates when a certain group of activities must be performed.
    True    False

 

  1. Managing technology is one of the hardest and most critical efforts a project manager undertakes.
    True    False

 

  1. Project products are quantifiable criteria that must be met for the project to be considered a success.
    True    False

 

  1. A kill switch is a trigger that enables a project manager to close the project prior to completion.
    True    False

 

  1. A change control board is responsible for approving or rejecting all change requests.
    True    False

 

  1. A change control board is responsible for managing the project.
    True    False

 

  1. Onshore outsourcing is the process of engaging another company within the same country for services.
    True    False

 

  1. Outsourcing is a common approach using the professional expertise within an organization to develop and maintain the organization’s information technology systems.
    True    False

 

  1. Insourcing is an arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house.
    True    False

 

  1. Offshore outsourcing is using organizations from developing countries to write code and develop systems.
    True    False

 

  1. Human resources is the most common outsourced function.
    True    False

 

  1. ________________________ systems must support a diverse base of customers, users, products, languages, currencies, laws, and so on.
    ________________________________________

 

  1. Difference in language, culture, and technology platforms can make global data standardization quite __________________.
    ________________________________________

 

  1. ____________ revenues are a business-related consequence of successful software.
    ________________________________________

 

  1. The _________ phase involves placing the system into production and providing user documentation so users can begin to perform actual business operations with the system.
    ________________________________________

 

  1. A(n) ___________________ is a set of policies, procedures, standards, processes, practices, tools, techniques, and tasks that people apply to technical and management challenges.
    ________________________________________

 

  1. ________________ development consists of a series of tiny projects.
    ________________________________________

 

  1. The systems development life cycle is the overall process for developing information systems from planning and analysis through _________________ and maintenance.
    ________________________________________

 

  1. The ______________ phase involves establishing a high-level plan of the intended project and determining project goals.
    ________________________________________

 

  1. Another agile methodology, ____________________ uses small teams to produce small pieces of deliverable software using sprints, or 30-day intervals, to achieve an appointed goal.
    ________________________________________

 

  1. The ____________________ is different than the waterfall and agile methodologies not in terms of the type of work that is done, but rather who is in control and does most of the design work.
    ________________________________________

 

  1. ____________ creep occurs when the scope of the project increases.
    ________________________________________

 

  1. ___________ creep occurs when developers add extra features that were not part of the initial requirements.
    ________________________________________

 

  1. Failure to manage __________ scope is one of the primary reasons for project failure.
    ________________________________________

 

  1. The ___________ methodology is a sequential, activity-based process in which each phase in the SDLC is performed sequentially from planning through implementation and maintenance.
    ________________________________________

 

  1. The rapid application development methodology emphasizes extensive user involvement in the rapid and evolutionary construction of working __________ of a system to accelerate the systems development process.
    ________________________________________

 

  1. The _________ methodology aims for customer satisfaction through early and continuous delivery of useful software components.
    ________________________________________

 

  1. _________ management is the application of knowledge, skills, tools, and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project.
    ________________________________________

 

  1. A(n) ____________________ is a document issued by the project initiator or sponsor that formally authorizes the existence of a project and provides the project manager with the authority to apply organizational resources to project activities.
    ________________________________________

 

  1. Managing people is one of the hardest and most critical efforts a(n) ______________ manager undertakes.
    ________________________________________

 

  1. An important aspect of a project management communications plan is to provide a method for continually obtaining and monitoring feedback from and for all ______________.
    ________________________________________

 

  1. Project management software specifically supports the long-term and day-to-day management and execution of the steps in a(n) _______.
    ________________________________________

 

  1. Time, cost, and ___________ are the three primary variables in any project.
    ________________________________________

 

  1. A(n) ____________ is a temporary endeavour undertaken to create a unique product or service.
    ________________________________________

 

  1. Project ______________ are any measurable, tangible, verifiable outcome, result, or item that is produced to complete a project or part of a project.
    ________________________________________

 

  1. Project ____________ represent key dates when a certain group of activities must be performed.
    ________________________________________

 

  1. Project _________ defines the work that must be completed to deliver a product with the specified features and functions.
    ________________________________________

 

  1. A(n) _______ is a trigger that enables a project manager to close the project prior to completion.
    ________________________________________

 

  1. Project __________ are quantifiable criteria that must be met for the project to be considered a success.
    ________________________________________

 

  1. The R in the SMART criteria for successful objective creation stands for _________.
    ________________________________________

 

  1. Project ____________ is a formal, approved document that manages and controls project execution.
    ________________________________________

 

  1. ________ chart is a graphical network model that depicts a project’s tasks and the relationships between those tasks.
    ________________________________________

 

  1. __________ chart is a simple bar chart that depicts project tasks against a calendar.
    ________________________________________

 

  1. A(n) _________ is a logical relationship that exists between the project tasks, or between a project task and a milestone.
    ________________________________________

 

  1. A change control board is responsible for approving or ____________ all change requests.
    ________________________________________

 

  1. ____________ is a common approach using the professional expertise within an organization to develop and maintain the organization’s information technology systems.
    ________________________________________

 

  1. _________ is an arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house.
    ________________________________________

 

  1. ___________ outsourcing is using organizations from developing countries to write code and develop systems.
    ________________________________________

 

  1. ___________ outsourcing refers to contracting an outsourcing arrangement with a company in a nearby country.
    ________________________________________

 

  1. Contract length, competitive edge, ____________, and scope definition are the four primary challenges for outsourcing.
    ________________________________________

 

  1. Discuss the several strategies organizations can use to solve some of the problems that arise in global information systems development.

 

 

 

 

  1. List and describe each phase in the systems development life cycle.

 

 

 

 

  1. Summarize the activities associated with the design, development, and testing phases in the SDLC.

 

 

 

 

  1. Identify the business benefits associated with successful software development.

 

 

 

 

  1. Describe the seven phases of the systems development life cycle.

 

 

 

 

  1. Summarize the different software development methodologies.

 

 

 

 

  1. Define the relationship between the systems development life cycle and software development methodologies.

 

 

 

 

  1. Compare the waterfall methodology and the agile methodology.

 

 

 

 

  1. Explain change management and how an organization can prepare for change.

 

 

 

 

  1. Explain the business benefits of outsourcing.

 

 

 

 

  1. Identify the three primary outsourcing options.

 

 

 

 

  1. Describe the benefits and challenges of outsourcing.

 

 

 

 

  1. Describe the four primary activities performed by a project manager.

 

 

 

 

  1. What is a project charter and what does it include?