Intro to Business Information Systems: Ch 4 Flashcards
CIO
responsible for informing and ensuring strategic alignment of MIS with business goals and objectives
CDO
determines types of information enterprise will share, capture, analyze, retain (SCAR)
CTO
responsible for ensuring throughput, speed, accuracy, availability, and reliability of information
Future C_O positions
CSO, CPO, CKO, etc
project
temporary activity company undertakes to create unique products, services, or results
critical success factors (CSFs)
crucial steps taken to achieve goals and implement strategies
key process indicators (KPIs)
measurements used to evaluate progress toward CSFs
KPI examples
sales volume, conversion rate, site traffic growth, customer service chat volume
benchmarks
baseline value metrics or optimal KPIs
benchmarking
process of continuously measuring system results, comparing results to optimal system performance and identifying steps and procedures to improve the system performance
efficiency IT metrics
measure performance of MIS itself including throughput, transaction speed, and system availability
effectiveness IT metrics
measure impact of MIS on business processes and activities including customer satisfaction and customer conversion rates
website metrics
measure users, total number of sessions, page views, average session duration, bounce rate, percent of new sessions, conversion rate
bottom line system initiatives
focus on efficiency
top line system initiatives
focus on effectiveness
transformational system initiatives
focus on both efficiency and effectiveness
efficiency vs usability
more responsive systems require greater processing and memory - increases in usability require large investments up front to design application correctly which slows development but ensures a better product
call center metrics
abandon rate, speed to answer, handle time, and time service factor
Enterprise resource planning (ERP)
centralized data storage yields performance metrics from across the organization - central database tracks every aspect of business
supply chain management (SCM)
another enterprise that tracks inventory and supply information among business processes and companies
SCM systems
IT systems that support management of supply chain information
just in time
method where business produces and delivers just as customers want the products
customer relationship management (CRM)
uses information about customers to gain insight in the their needs, wants, and behaviors
metrics
measures user satisfaction and interaction, sales, service, and marketing metrics
