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BCS > BCS > Flashcards

BCS Flashcards

1
Q

Info tech (IT) components

A

Hardware
Software
Networks

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2
Q

Info systems and example

A

Collect process store and distribute info to end users. Example mcdicks self service

IT supports IS

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3
Q

Business Processes examples

A 
Hiring an employee
Advertising product 
Market research 
Ordering a product online 
Buying a burger at mcdicks
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4
Q

Types of business process management

A

Business process automation
Business process improvement
Business process reengineering

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5
Q

Intra organizational systems

A

Used to support local operations of an organization

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6
Q

Inter organizational systems

A

Used to connect two or more organizations. Networks are key

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7
Q

Transaction Processing systems and examples

A

Daily operations and transactions of the organization
Examples:
System in retail, ATM, Buying something online, course registration

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8
Q

Functional systems

A

Built to support business functions (hr, finance, marketing)
Each function has it’s own system that supports the information processing need
HR systems for example supports payroll, hiring, training

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9
Q

Enterprise Resource Planning(ERP)

A

Solve problems of functional systems such as
Lack of data sharing between the functions
People in their units working on a silo model
Redundant data in many functional databases
Lack of vision and goals of the organization

ERP fixes that by implementing one single shared database such as sap, costly and takes time

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10
Q

Decision Systems

A

Execute info systems
Expert systems
IS that supports decision making used with mid to higher management

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11
Q

Managerial decision making challenges

A

Analyze large amounts of info
Make decisions quickly
Apply sophisticated analysis of techniques

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12
Q

Operational decision making

A

Employees develop control and maintain core business activities required to run the day to day decisions

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13
Q

Key performance indicators

A

Quantifiable metrics a company uses to evaluate progress towards critical success factors

Turnover rates of employees
Number of product returns
Number of new customers
Average customer spending

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14
Q

AI

A

Simulates human intelligence such as the ability to reason and learn

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15
Q

Customer Relationship Management (CRM)

A

Managing customer experience from information seeking to post purchase care

Example: buying a shirt online and returning in store

By managing relationship try to increase customer loyalty, retention and organizational profitability

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16
Q

ECRM enables an organization to

A

Provide better customer service
Make call centres more efficient
Cross sell products more effectively
Simplify marketing and sales processes discover new customers

17
Q

ECRM Three Phases

A
  1. reporting (customer identification)
  2. Analyzing (customer segmentation)
  3. Predicting ( customer prediction )
18
Q

Customer life cycle

A

Engage: make customer aware of product
Transact: activities associated with the actual purchase process
Fulfill: activities directed towards delivering product
Service: supporting customers during their ownership of the product

19
Q

CRM Components

A

Operational function : sales management
Collaborative function : interactive chat, automated response
Analytical function : technologies used to analyze customer data

20
Q

Knowledge management

A

Capturing, classifying, evaluating, retrieving and Sharing information in a way that provides content for effective decisions and actions

21
Q

Explicit vs Tacit knowledge

A

Explicit knowledge is anything that can be documented, achieved and codified

Tacit knowledge is knowledge in people’s heads

22
Q

What is groupware

A

Software that help users communicate , collaborate and coordinate

Microsoft exchange or lotus

23
Q

Supply chain

A

Suppliers > manufacturers > distributors > retailers > customers

24
Q

Three fundamental systems in the supply chain

A

Supplier relationship management systems
Inventory management systems
CRM

25
Q

Supply chain technologies

A

Material tracking technologies
Bar codes
RFID

26
Q

Clouds computing

A 
No investment on It
Pay per usage 
Data is consolidated 
Security 
No worry about upgrades

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