Chapter 7 - Processes

Question 0

Dynamic Processes

Answer 0

Flexible, informal, and adaptive processes that normally involve strategic and less structured managerial decisions and activities. Dynamic processes usually require human judgement.

Question 1

Structured Processes

Answer 1

Formally defined, standardized processes that involve day-to-day operations: accepting a return, placing an order, purchasing raw materials, etc.

Question 2

3 Levels of Organizational Scope for Processes

Answer 2

• Workgroup Processes
• Enterprise Processes
• Inter-enterprise Processes

Question 3

Workgroup Information System

Answer 3

Exists to support one or more processes within the workgroup. Sometimes called functional information systems. The program component is called a functional application.

Question 4

Process Efficiency

Answer 4

A measure of the ratio of process outputs to inputs. If an alternative can produce the same output for less cost or produce more output for the same cost, it is more efficient.

Question 5

Process Effectiveness

Answer 5

A measure of how well a process achieves organizational strategies.

Question 6

Three Ways to Improve Processes

Answer 6

• Change the process structure
• Change the process resources
• Change both structure and resources

Question 7

Three Ways IS Improve Process Quality

Answer 7

• Performing an activity
• Augmenting a human who is performing an activity
• Controlling process flow

Question 8

Information Silo

Answer 8

The condition that exists when data are isolated in separate information systems.

Question 9

Data Integrity Problem

Answer 9

Inconsistent duplicated data.

Question 10

Business Process Reengineering

Answer 10

The activity of altering and designing business processes to take advantage of new information systems.

Question 11

Inherent Processes

Answer 11

Standardized business processes. Predesigned procedures for using software products.

Question 12

Three Types of Enterprise Application Solutions

Answer 12

• Customer Relationship Management
• Enterprise Resource Planning
• Enterprise Application Integration

Question 13

Customer Relationship Management (CRM)

Answer 13

A suite of applications, a database, and a set of inherent processes for managing all the interactions with the customer, from lead generation to customer service.

Question 14

Four Phases of the Customer Life Cycle

Answer 14

• Marketing
• Customer Acquisition
• Relationship Management
• Loss/Churn

Question 15

Enterprise Resource Planning (ERP)

Answer 15

Suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.

Question 16

ERP System

Answer 16

An information system based on ERP technology. Includes functions of CRM systems, but also incorporates accounting, manufacturing, inventory, and HR applications.

Question 17

Enterprise Application Integration (EAI)

Answer 17

A suite of software applications that integrates existing systems by providing layers of software that connects applications together.

Question 18

A true ERP product must include applications that integrate:

Answer 18

• Supply Chain (procurement, sales order processing, inventory management, supplier management, and related activities)
• Manufacturing (scheduling, capacity planning, quality control, bill of materials, and related activities)
• CRM (sales prospecting, customer management, marketing, customer support, call center support)
• Human Resources (payroll, time and attendance, HR management, commission calculations, benefits administration, and related activities)
• Accounting (general ledger, accounts receivable, accounts payable, cash management, fixed asset accounting)

Question 19

ERP solution

Answer 19

Consists of application programs, databases, business process procedures, and training and consulting.

Question 20

Trigger

Answer 20

A computer program stored within the database that runs to keep the database consistent when certain conditions arise.

Question 21

Stored Procedure

Answer 21

A computer program stored in the database that is used to enforce business rules. An example would be to never sell a certain item at a discount.

Question 22

Process Blueprints

Answer 22

Inherent processes that are defined in the ERP solution.

Question 23

Industry-Specific Solutions

Answer 23

An ERP starter kit for a particular industry. Contain program and database configuration files as well as process blueprints that apply to ERP implementations in specific industries.

Question 24

Four Challenges of Implementing New Enterprise Information Systems

Answer 24

• Collaborative Management
• Requirement Gaps
• Transition Problems
• Employee Resistance

Question 25

Self-efficacy

Answer 25

A person’s belief that he or she can be successful at his or her job.

Question 26

Distributed Systems

Answer 26

Applications processing is distributed across multiple computing devices. Standards such as http, HTTPS, HTML5, CSS3, JavaScript, and others enable programs to receive data from, and display data to, a variety of mobile and desktop devices.

Question 27

Service-Oriented Architecture (SOA)

Answer 27

Allows flexible communication among distributed applications. Applications follow published standards. SOA enables the requesting and releasing of cloud resources.