CA5 Flashcards
State:
“Usually a physical thing that you can touch (but not always) where the quality of it can be compared and are available when needed or wanted”
Product/Goods
Define:
Needs of a customer
Requirements to live (water, food…)
Define:
Wants of a customer
Luxuries that we desire (phones, holidays…)
Fill The Blank:
A customer’s ………. and ………. must be …………. for a business to survive
Wants, Needs, Satisfied
Define:
Primary Sector
Extraction of raw materials or natural resources and growing goods
Farming, Fishing, Mining, Oil
Define:
Secondary Sector
Any business involved in manufacturing of a product, often using the resources gathered in the primary sector
Car Manufacturers, Food Production, Construction
Define:
Tertiary Sector
Businesses that provide services for consumers
Hairdressers, Banks, Supermarkets, Hospitals
Define:
Quaternary Sector
Business that provide information services to other companies or consumers
ICT, R&D, Consultancy
State:
3 sectors of the economy
Private
Public
Third
Define:
Private sector of the economy
Owned and controlled by private individuals and aim to survive and make profit
Sole traders, Private Ltd Companies
Define:
Public sector of the economy
Organisations owned and controlled by the government to provide services to the public for no profit; funded by taxes
National Gov., Local Gov. (Health, Education, Housing)
Define:
Third sector of the economy
Organisations/businesses that aim to help a cause by raising money or increasing awareness
Charities, Social Enterprise
Define:
White Goods
Large household electrical appliances (Fridge, Washing Machine…)
Define:
Tangible
Physical objects you can hold and see
Explain:
Anti-trust laws
Laws preventing a singular company holding a majority of one market share and gaining a monopoly to encourage competition
Fill The Blank:
Organisations implement processes that are carried out by a particular ……………….. area. But each ……………….. area does not work in ………………… with collaboration between the ……………….. areas
Functional, Functional, Isolation, Functional
State:
4 functions of human resources (HR)
- Recruit people to undertake a variety of roles within the organisation - ensuring they have appropriate qual., experience etc.
- Training employees
- Employee relations
- Understanding and keeping up to date with current workforce legislation and regulation
- Setting pay scales, benefits and compensation
Fill The Blank:
Human Resources is critical to the organisation because it deals with …………….
People
Explain:
The consequences of not monitoring stock levels
Use of digital to enable automated stock/inventory control
Customers will go another supplier if an item is ‘out of stock’
State:
3 examples of features that software can introduce to automating inventory and stock control
Use of digital to enable automated stock/inventory control
- Track levels of stock and inventory using QR codes and barcodes in real time and across locations
- Label productions through the generation of QR codes or barcodes
- Compatibility with other software programs such as spreadsheets so that analysis of sales, production and so on can take place
- Producing reports which can be saved, shared and printed
- Multi-user access so relevant data can be shared
- Automatic production of quotes and/or invoices which can be shared with finance software
State:
3 examples of hardware that may be used in conjunction with software
Use of digital to enable automated stock/inventory control
2 of:
* Servers/Clouds
* Computer Terminals
* Networks
* Printers
* QR Code/Barcode readers
State:
2 reasons why the cloud is overtaking traditional storage in house style systems
Traditional, cloud-based tech. and services for coms. and collaboration
2 of:
* Reliability
* Scalability
* Cost-effectiveness
State:
2 reasons a company with their own IT infrastructure/data centres may choose to stick with them over the cloud
Traditional, cloud-based tech. and services for coms. and collaboration
- Managerial benefits
- Security
Explain:
Traditional Technologies
Traditional, cloud-based tech. and services for coms. and collaboration
Hardware connected to a network via a server which gives the employees access to the business’s stored data and applications
State:
3 disadvantages of using traditional technologies
Traditional, cloud-based tech. and services for coms. and collaboration
- Must purchase additional hardware and upgrades to support increase in workforce or access to data
- Mandatory software upgrades are also required to support systems if there is a risk of hardware failure
- Must have their own IT department to install, upgrade and maintain hardware and software
Fill The Blank:
Traditional technologies can offer the most …………… solutions for hosting ……….. as businesses maintain full …………… of their software and data on their ‘local’ server
Traditional, cloud-based tech. and services for coms. and collaboration
Secure, Data, Control
Fill The Blank:
A cloud server is not hosted on the ……………… of the organisation
Traditional, cloud-based tech. and services for coms. and collaboration
Premises
Define:
Cloud Solution
Traditional, cloud-based tech. and services for coms. and collaboration
Real-time environment hosted between a number of servers simultaneously
Fill The Blank:
Instead of …………. hardware, an organisation will ……… data storage space from cloud computing providers on a pay-per-………. basis which is more …….. …………………..
Traditional, cloud-based tech. and services for coms. and collaboration
Physical, Rent, Use, Cost Effective
True or False:
Traditional IT systems are more resistent than cloud solutions
The difference between the cloud and traditional IT solutions
False - Cloud solutions are more resilient (can recover quicker)
State:
3 disadvantages of using a traditional IT system over a cloud solution
The difference between the cloud and traditional IT solutions
3 of:
* Not as resilient as the cloud
* Not gauranteed that there will be a consistent high level of performance from servers
* Periods of downtime - disrupt productivity of business
* Only has resources available to them - if they run out will have to upgrade or leasing another server
* Require an in-house management/support team for the hardware and systems
* Servers decrease in value over time meaning little return on investment
State:
2 advantages of cloud solutions to a business
The difference between the cloud and traditional IT solutions
2 of:
* No loss of data or downtime; distributed evenly across their servers and always other servers available
* Greater storage facilities, server resources and computing power
* Provides more flexibility and scalability; possible to increase server resources/storage space easily or scale down depending on needs
* Save time and money; less maintenance and pay as you go
State:
2 disadvantages of cloud solutions to a business
- Cloud storage may require changes to current systems to be integrated which can be time consuming and costly
- Thought to be less secure to a cloud provider must be checked to be trusted and have a proven track record
Define:
Feasibility Study
Feasibility Study
Analyse whether the project is viable and worth investing money and time into
Fill The Blank:
To be economically Viable a project should provide a …….. - financial (profits or savings) or another business benefit
Feasibility Study
Return
Fill The Blank:
A feasibility study will identify any potential ……………. or …………. and how to mitigate them
Feasibility Study
Problems/Issues, Risks
State:
3 resources project managers will consider when looking at the feasibility of a project
Feasibility Study
- People
- Budget
- Technology
Fill The Blank:
A feasibility study allows a business to look at the wider …………. and how it could affect with other …………… or elements of the business and if so what ………………… need to be consulted to find mitigations
Feasibility Study
Context, Projects, Stakeholders
State:
3 benefits of a feasibility study
Feasibility Study
3 of:
* Allows a cross-section of the business to consider and agree on the project
* It enables the key stakeholders in the project to establish the viability and potential success of the project
* Pre-empts issues and problems, allowing a project team to mitigate them
* Help establish whether a project should be delayed until further resources become available
* Provide risk/return on investment analysis
State:
3 drawbacks of a feasibility study
Feasibility Study
3 of:
* May be time consuming and be insufficient time or expertise to carry out
* Commonly only a documented (written) analysis and may not identify problems that happen in real-time during the project
* Can be expensive; depending on the industry concerning
Explain:
2 potential risks to a project
Risks, Constraints and Dependencies
2 of:
* Failing to plan - very important projects are carefully planned and minimise disruption to business functionality
* Changes to hardware or software can affect progress if happening during the project - prevent new system from functioning as intended
* Organisation merges with another organisation part way through project and merger impacts project requirements
* Key project team member or team members leave organisation part way through the project
Define:
Constraints
Risks, Constraints and Dependencies
Limiting factors that can impact on the overall success and quality of the project
State:
3 examples of constraints
Risks, Constraints and Dependencies
3 of:
* Time
* Cost
* Scope
* Quality
Fill The Blank:
Any changes to either …….., cost or ………… will impact the …………… of the outcome of the project and any changes to the expected ……………….. can have an impact on the other 3 constraints
Risks, Constraints and Dependencies
Time/Scope, Time/Scope, Quality, Quality
State:
3 responsibilities of a project manager
Risks, Constraints and Dependencies
3 of:
* Set sequence of tasks within the project plan
* Calculate time each task will take (Usually called critical path)
* Identify resources required to complete each task
* Identify any potential scheduling problems
* Monitor and manage the tasks
* Identify and action any opportunities to accelerate schedule of the project’s task
Explain:
Briefly, finish to start dependency
Risks, Constraints and Dependencies
First task (predecessor) must be completed before the next task can start (successor)
Explain:
Briefly, start to start dependency
Risks, Constraints and Dependencies
A successor cannot start until the predecessor has been started - most common when parallel tasks are desired
Explain:
Briefly, finish to finish dependency
Risks, Constraints and Dependencies
Tasks can run in parallel but a successor task cannot complete until its predecessor task has completed
Explain:
Briefly, start to finish dependency
Risks, Constraints and Dependencies
Where the predecessor task can only finish once the successor task has begun - uncommon methodology and is dependent on the type of project
FIll The Blank:
When implementing digital technology it is important to consider the ………. ………… and how it will ensure and/or enhance the …………….. of the service and/or products offered by an organisation
User needs, Quality
State:
4 ways technology is used to meet end user needs and ensure quality of products/services
4 of:
* Appropriate and effective functionality
* Reduction of pain points
* Accessiblity considerations
* Compatability
* Availability
* Good user experience
* Cultural awareness and diversity
Explain:
How appropriate and effective functionality can be used to meet user needs and ensure quality of products/services
- Can improve how employees carry out tasks (eg: internal and external comms)
- Can speed up technical existing processes or provide new and more flexible ways of working
- Assessment should be made of what is needed to meet requirements of organisation and consider inefficiencies - should what competitors use too
Explain:
Low budgets as a pain point
How digital is used to meet user needs and ensure quality of product/ser
- When organisations are under pressure they may be underfunded to not be able to implement technology
- Costs can increase quickly and organisations often try to cut costs in an attempt to save money
Explain:
Communication as a pain point
How digital is used to meet user needs and ensure quality of product/ser
- Lack of communication or miscommunication between the IT dep. and oither dep. can be a barrier to adapting to and entering digital tech era
- Different dep. have different strategies to grow the business and increase its success - therefore important that all dep. communicate effectively with each other to share visions and collaborate
Explain:
Lack of technical knowledge by end users as a pain point
How digital is used to meet user needs and ensure quality of product/ser
- IT professionals spend too much time explaining basic IT functions to people with limited knowledge
- This need for overexplanation to non-technical people can waste time in meetings when trying to explain how new technology can benefit a business
- A wider knowledge of technology within an organisation can save time
Explain:
Lack of training as a pain point
How digital is used to meet user needs and ensure quality of product/ser
- End users without appropriate training will not be able to use the technology effectively which can impact their ability to carry out the required functions
- Good training of end users will ensure overall successful implementation of digital technology, saving time and resources
Explain:
Security as a pain point
How digital is used to meet user needs and ensure quality of product/ser
- Data virtualisation has made organisations more vulnerable to security breaches
- Data breaches impact organisation through data loss, loss of customer confidence and trust
- Budget cuts can lead to a reduciton in funding of security systems
Define:
Paint point
How digital is used to meet user needs and ensure quality of product/ser
Issues that people will work around. In some instances the user is not even aware they are happening
Define:
End user
How digital is used to meet user needs and ensure quality of product/ser
Consumer of a product and/or service. Does not only aply to customers but also to employees
Define:
Data virtualisation
How digital is used to meet user needs and ensure quality of product/ser
Connects all types of data sources regardless of file types and locations. Data is combined and users can access combined data through: Reports, Mobile Apps, Websites, Dashboards, Portals
Explain:
How accessibility considerations can be used to meet user needs and ensure quality of products/services
Implementations must consider accessiblity to system by relevant users - internal or external to organisation
Explain:
How compatability can be used to meet user needs and ensure quality of products/services
- Implementation of new or additional digital tech. requires organisation to consider whether it will be compatible with existing equipment and systems
- if intended additional or new tech. is not compatible is can result in higher costs from changing entire systems and equipment
Explain:
How availability can be used to meet user needs and ensure quality of products/services
- Availability refers to the people with the knowledge to be capable to implement technology, provide training on the use of the technology and to end users
- Also refers to availability of technology itself and how compatible it is with the systems and processes already in place
Explain:
How good user experience can be used to meet user needs and ensure quality of products/services
- Analyse existing user experience and decide if/what changes are required
Explain:
A customer road and how it is useful
- A diagram or set of diagrams that show the key stages that customers (internal and external) go through when interacting with the organisation (pruchase, customer services, processing of data and comms with other departments)
- Useful when planning the implementation of new or extended digital technology
- Because not all customers are the same, a good road map will allow for the variation and break down customers into groups or segments
Explain:
A customer journey map and why it is beneficial to a business
- Views business from the perspective of a customer and should draw on detailed and comprehensive customer research
- Enables business to understand how and when a custoemr comes into contact with it, across platforms and media and throughout the sales and user journeys, and to improve the user experience accordingly
Explain:
How cultural awareness and diversity can be used to meet user needs and ensure quality of products/services
- Reception and use of technology in the workplace can be influenced by several factors including socioeconimical status - this should be considered when developing technology
- Availability of digital technology varies according to an individual’s socioeconmical status (digital divide)
- Due to the digital divide some people may be less familiar and reluctant or unable to use them
- This means new technologies may have to be implemented or accompanied by training
Fill The Blank:
A change can be …………………., ……………………….. and ………………………………………. There can be one or more …………… that can create the need for change
Developmental, Transitional, Transformational, Factors
Define:
Developmental change
Development of someone, something, or both
Define:
Transitional change
The transition (movement) from one position, stage, state or concept to another
Define:
Transformational change
Producing change or improvement in a situation
State:
Two categories factors fall into
- Planned for factors
- Unforeseen/previously unpreventable factors
Explain:
3 planned for factors
Planned for factors
3 of:
* Adding additional features/services - Identify need to include additional features/services
* Diversification - Developing a new product or expanding into a new market (often used to minimise risk of economic downturns)
* Scaling - Implemented to support the growth of a business and enables a business to grow (requires careful planning, finance, appropriate systems, stff processes, tech)
* Rebranding - Changing the corporate image of the organisation to create a different identity within the marketplace
* Adoption of technologies - Competitive advantage, avoid possible extinction, prevent potential financial loss
* Changes in legislation - Imposed, mandatory changes that must be done to avoid penalties
* Response to competition - Must make sure they are one step ahead of competitors to have the advantage, focus on the customers needs, but also comply with regulation and competition lay
Define:
Competition law
Planned for factors
Promote healthy competition and makes it illegal for anticompetitive agreements to be in place between two or more organisations (eg: share markets and fix prices)
Explain:
2 unforeseen or previously unpreventable factors
Unforeseen or previously unpreventable factors
2 of:
* Crisis - When bad things happen having a detremental affect on the organisation (natural disasters, terrorism, cyber attacks)
* Zero-day vulnerabilities - Vulnerability in a system that has been identified but not yet resolved
* Data corruption - This is effectively inevitable and can be caused by many things: malware, loss of power, voltage spikes, physical hardware issues and more
* System Failures - Can be caused by hardware or software faults or failure due to human error (A system failure may not always have an error message and can stop a business from functioning if it is crucial); causing: New equipment requirements, legal, ethical and moral repercussions, changes to OS, additional staff training, Loss of business (from downtime or reputation)
State:
Purpose of technical change
Replace or upgrade technology for a business benefit
Explain:
Who, within a business, will deal with any requests for change
CAB - Change Advisory Board
* Responsible for assessing any potential IT changes
* Technical, decision-making staff, sometimes subject specialists will be on the panel
State:
4 responsibilities of the Change Advisory Board (CAB)
CAB - Change Advisory Board
4 of:
* Assessing any potential IT changes (main one)
* Manage quality standards
* Change requests and prioritise requests when necessary
* Review any impact on security or compliance with legislation etc.
* Monitor the process of change to understand
* Provide feedback and create documentation
Fill The Blank:
If a request for change is ………………. the planning and scheduling for the change takes place to ensure all ……………….. and ……………………….. (hardware, time, workforce) are in place to be used.
CAB - Change Advisory Board
Approved, Finances, Resources
Fill The Blank:
When planning, the CAB will also ensure that the business can still ……………… while the …………. is taking place and how to mitigate any potential ……………
CAB - Change Advisory Board
Function, Change, Risks
Fill The Blank:
After planning, the digital change is …………………. and …………………….. while also testing the is working as intended and it does not impact other ………………..
CAB - Change Advisory Board
Implemented, Documented, Processes
Explain:
Briefly, Standard Technical Change Management
Known changes to services and/or IT system infrastructure with low risks and impacts on business; pre-approved by senior management
Explain:
Briefly, Normal Technical Change Management
Changes that have to be approved prior to being carried out with high risk and must be approved via CAB - may have an impact on the business’ ability to function
Explain:
Briefly, Emergency Technical Change Management
Critical changes that must be carried out as a matter of urgency - cannot be planned for
Fill The Blank:
Identify the intended changes and the …………… behind the changes as well as ……. and anticipated timescales
Identifying the changes to be made
Reasons, Risks
Fill The Blanks:
The risks involved must be communicated ………….. and timely to all relevant ………………..
Identifying, communicating potent. risks, wanted impacts to stakeholders
Positively, Stakeholders
Fill The Blank:
All stakeholders must be ……………….. any changes will not cause too much ………………. to them.
Identifying, communicating potent. risks, wanted impacts to stakeholders
Confident, Disruption
Fill The Blank:
Any planning of changes must be ……………….. so people carrying out changes can implement them in the correct ……….. using the correct ……………….. etc.
Configuration of the new system and process
Documented, Order, Equipment
Fill The Blank:
All changes must be …………… to ensure that systems and processes work as ………………..
Configuration of the new system and process
Tested, Intended
Explain:
Briefly, direct changeover
Methods of implementing change
Major change launched all at once as opposed to more conservative approaches
State:
2 advantages of direct changeover
Methods of implementing change
- Low cost/Cheap
- Only one system running at a time
State:
2 disadvantages of direct changeover
Methods of implementing change
2 of:
* Staff require training or may be slow to pickup the system at first without training
* Data can be lost permanently
* Difficult to plan
Explain:
Briefly, Parallel changeover
Methods of implementing change
Old and new system run simulatenously until new system is ready to be fully adopted
State:
2 advantages of parallel changeover
Methods of implementing change
- Staff will be less overwhelmed by being given time to adjust
- If new system fails, old one still available
State:
1 disadvantage of parallel changeover
Methods of implementing change
Costly; have to pay for both to run + staff
Explain:
Briefly, Pilot changeover
Methods of implementing change
Testing a new system within a department or office before fully rolling it out to the whole company
State:
2 advantages of pilot changeover
Methods of implementing change
- System will be working correctly when rolled out to all users
- Allows for continuing development/changes, based off feedback
State:
2 disadvantages of pilot changeover
Methods of implementing change
- Takes a lot of time to be carried out
- Partaking in changeover pilot (the department/region) risks loss of data
Explain:
Briefly, Phased changeover
Methods of implementing change
Change from old to new system in stages to ensure all necessary fixes can be made during the changeover
State:
2 advantages of phased changeover
Methods of implementing change
- Staff can be trained gradually with only current part of system
- Easier to find system errors
State:
2 disadvantages of phased changeover
Methods of implementing change
- More expensive than direct changeover as you have to test each phase seperately
- Takes a long time to implement whole system
Explain:
Impacts of loss of data on an organisation and its stakeholders
Impact Of Loss
- Data/Info can be stolen or corrupted - so it can no longer be used
- If an organisation has data backed up then it can be restored quickly, but any changes since last backup will be lost
Explain:
Impacts of financial loss on an organisation and its stakeholders
Impact Of Loss
- Loss of orders/Invoices
- Paying workers for restore and recovery process
- If customer’s personal data is compromised, organisation will have to pay compensation
- Pay for increases in security and loss prevention
- Loss of sales from customer’s loss of confidence in a business
- Customer’s could have their identity stolen by attackers and used to obtain loans and credit cards
Explain:
Impact of reputational loss on an organisation
Impact Of Loss
- Business will not be considered trustworthy by customers or suppliers and stability of company function threatened or reduced
- Customers could change to another supplier as a result, or suppliers may refuse to make sales to a business
Explain:
Impact of operational disruption
Impact Of Disruption
- Data may have to be reinstalled, impacting running of the business
- Reinstallation/recovery can be time-consuming
- Some organisations rely more on data and in this case, business will be on hold until they have recovered
Explain:
Impact of commercial disruption
Impact Of Disruption
- Impact on day-to-day activities is the biggest impact
- Depending on type of attack and sector of the business can change how much operations are impacted - with some not being able to function at all after an attack
State:
6 different characteristics of end users that affect the use and characteristics of digital technologies
- Age
- Skills
- Education Level
- Internal or External Audience
- Level of technical knowledge
- Additional Needs
Explain:
The affect an end user’s age will have on the use and characteristics of a digital system
- Younger end user whos grown up with technology and are most likely to adapt to new digital technology that older users
- Important that a design considers a wide range of ages for their end users (customers or employees) and ensure that the systems associated software are simple to use
Explain:
The affect an end user’s skills will have on the use and characteristics of a digital system
- May factors contribute to people’s skill with tech (age, location, socioeconomic status)
- All end users must be enabled to use the technology by being assisted in navigating and using it with minimal issues
Explain:
The affect an end user’s education level will have on the use and characteristics of a digital system
- If the end user has a low education level the technology should be simplified for use and incorporate language
- Can be difficult to balance for businesses to meet the needs of individuals of a wide range of education levels
- Can use graphics and video presentations instead of long text
Explain:
The affect if an end user is part of an internal/external audience will have on the use and characteristics of a digital system
- Internal audience may be factory or warehouse workers; employees of the company whereas external audience is customers purchasing products/services
- External audience; use of e-commerce site - no knowledge, easy to use necessary
- Internal audience; management systems/logistic systems - internal knowledge
Explain:
The affect an end user’s level of technical knowledge will have on the use and characteristics of a digital system
- Can be related to age, skills and education level
- Exposure a person has had to technology and how much they have used it can have an impact on their technical knowledge
- Can be limits to a person’s technical knowledge with respect to the specific product or service
- Difficult to use websites for help when they do not understand technical terms - restricted access
Explain:
The affect an end user’s additional needs will have on the use and characteristics of a digital system
- Includes people with disabilities (visual, speech, hearing impairments)
- Technology must be implemented to be accessible by all end users regardless of situation
- Organisations should research different types of end users, their characteristics, people accessing their services/products - can use personas based on research results
State:
4 positive characteristics the impact of digital technology has had on end users
4 of:
* Across devices - Possible to access content across multiple devices (assisted by cloud services)
* Mobile - Mobile technology enables access anywhere, anytime
* Personalised - Everyone has own set of ‘tools’ they use regularly creating their own personal digital environment
* Connceted/global - People can connect on a global scale using social media, email, sms and online meeting platforms
* Ubiquitous (found everywhere) - Almost all locations have WiFi to be allow to be constantly online
* Interactive - Web allows for greater interaction than in the past
State:
4 negative characteristics the impact of digital technology has had on end users
4 of:
* Insecure - Some sites and apps are not secure where an end user wants reassurance that any interaction is safe
* Accessiblity - Some digital technology, like websites, are not well designed and do not consider the needs of an end user - particularly those with accessiblity issues
* Quantity - too m,uch information can make it difficult for the end user to find the information they want
* Time-consuming - participating in online platforms like social media can be time consuming
* Trivial - important information available is useful and it can be challenging if a person has to filter out too much information they do not want
* Cost - resources and tools can be costly
* Unrelialbe/Insecure - Sometimes apps, websites and digital technology can crash or get hacked - has an impact on an organisation as well as its end users
* Transitory - technology is constantly changing - organisations must consider that all end users will have got used to using current systems if interfaces suddenly change
* Connectivity - True that there is almost full access, when connections fails and end users lose access it can be frustrating
