lecture 8

Question 1

what is data?

Answer 1

a collection of non-random symbols, numbers, words, images and sounds. it represents something and can be stored somewhere

Question 2

what are characteristics of data?

Answer 2

• represents facts
• recorded by observation or research
• not organized to convey specific meaning

Question 3

what is information?

Answer 3

data related to other (contextual) data

Question 4

what are characteristics for information?

Answer 4

• processed data
• contextually relevant
• meaningful and useful to human recipients

Question 5

what is knowledge?

Answer 5

skill + experience + accumulated learning + judgement. so it is information when you’ve done somthing with it

Question 6

what are characteristics for knowlegde?

Answer 6

• result of activities and related information processing
• needed for decisions
• needed for understanding and relating data or information

Question 7

what is an information system (IS)?

Answer 7

a group of interrelated components that work collectively to carry out input, processing, output, storage and control actions in order to cenvert data into information. it handles processes en supports communication and information flows

Question 8

what does an information system consist of?

Answer 8

• hardware
• software
• data
• procedures
• people

Question 9

what is information technology (IT)? and what does it consist of?

Answer 9

the technology used in IS:
- hardware
- software
- telecommunications networks
- database systems

Question 10

what are some differences between IS and IT?

Answer 10

• IT = technology , IS > technology
• IS requires and understanding of business
• IS assist people in an organization to attain goals
• you can buy IT but not IS

Question 11

what functions van IS perform?

Answer 11

• operational > processing routing transactions > payrol, order entry, adminitration
• monitoring > performance checking, OSIRIS
• decision support > value different alternatives
• communication > email, workflow, groupware

Question 12

what can IS be used for to support?

Answer 12

• workgroup processes > functional (inventory of hospital pharmacy)
• enterprices processs > enterprise ( hospital discharge process)
• inter-organizational processes > inter-enterprise (supply chain management)

Question 13

what are th most used IS’s?

Answer 13

• enterprise resource planning system(ERP)
• customer relationship management system(CRM)
• inter-organizational system (IOS)
• management information system and business intellegence (MIS and BI)
• collaboration and knowlegde management systems (KM)

Question 14

what are ERP systems(enterprise resource planning)

Answer 14

these systems coordinate processes, knowledge and activities among different funcitions, levels and business unit to improve efficiency

Question 15

what different modules does ERP provide?

Answer 15

financial, accounting, human resource, sales and marketing processes

Question 16

what adventages does ERP systems have?

Answer 16

• intergration and standardization > uniform organization
• outside connections, supply chain intergration
• infromation availability and synchronicity across departments
• decision information, control by reliable indicators
• best way of doing business > organized

Question 17

what are disadventages to ERP?

Answer 17

• ERP’s low succes rate > 70% has not obtained the promised benefits
• high total costs of ownership > licenses, consultancy, maintainance costs
• organizational change requirements

Question 18

what are ERP’s focussed on?

Answer 18

• centralizing information
• control instead of coordination
• standardization of processes

Question 19

what is customer relationship management (CRM) ?

Answer 19

an enterprise information system that is directed to coordinate all business processes that involve customers. they are aimed to improve the relationship with profitable customers, long-term relationships.

Question 20

what elements does the CRM know?

Answer 20

• customer acquisition
• customer retention
• customer extention
• customer selection

Question 21

what is customer aquisition about?

Answer 21

forming relationships to gain new customers

Question 22

what is customer retention about?

Answer 22

keeping existing customers, repeating their purchase

Question 23

what is customer extention about?

Answer 23

part of the customer retention that focusses on selling additional similar products (cross- selling) or widening the range to more expensive products (up-selling)

Question 24

what is customer selection?

Answer 24

marketing communications for the aquisition, retention and extension targeted at customers likely to give the best response

Question 25

what 2 types of CRM do we know?

Answer 25

• operational
• analytical

Question 26

what is operational CRM?

Answer 26

• sales, marketing and service automation
• sales automation (lead identification to after-sales)
• call centre and customer support

Question 27

what is analytical CRM?

Answer 27

• gathering and connecting customer data
• strategic purpose (R&D)
• eCommerce