Test Bank Ch. 1, 5, 7, 8 Flashcards
1
Q
The various services offered by Google, such as Gmail (e-mail), Google Drive (word processing), or Google Calendar, are good examples of ________.
A) cloud computing B) computer assembling C) data mining D) systems integration E) internetworking
A
A) cloud computing
2
Q
Identify a key factor of globalization.
A) evolution of technology B) anchor point milestones C) concept development projects D) timeboxing strategies E) external interface requirements
A
A) evolution of technology
3
Q
The Internet of Things and the massive amounts of data generated enabled the creation of service-oriented business models. Identify this model.
A) service B) servitization C) extreme data D) big data E) a database
A
B) servitization
4
Q
TransCorp is an IT firm that is looking to outsource its payroll processes. Which of the following statements, if true, would most strengthen the decision to outsource?
A) Companies in other countries can do the same amount of work at a comparable cost.
B) Outsourcing has become a trend among most firms in developed nations.
C) Companies in other countries are more efficient in all aspects of work and are also cost effective.
D) Firms across the globe are adopting cloud computing systems.
E) The firm is enjoying good profit margins.
A
C) Companies in other countries are more efficient in all aspects of work and are also cost effective.
5
Q
Which of the following is a governmental challenge of operating in the digital world?
A) differences in power distance and uncertainty avoidance
B) import and export regulations
C) aging population in the United States
D) videoconferences across different time zones
E) availability of labor force and salary differences
A
B) import and export regulations
6
Q
Which of the following is a geoeconomic challenge of operating in the digital world?
A) differences in network infrastructures
B) differences in the concept of time and life focus
C) differences in measurement units
D) differences in export and import regulations
E) differences in languages
A
A) differences in network infrastructures
7
Q
Which of the following statements is true about information systems (IS) and information technology (IT)?
A) IT programs have a stronger managerial focus than IS programs.
B) IS programs have a stronger data retrieval capacity than IT programs.
C) Software and telecommunications are present in IS, but excluded from IT.
D) The difference between IT and IS is increasing due to globalization.
E) IT programs are more technical than IS programs.
A
E) IT programs are more technical than IS programs.
8
Q
Which of the following statements is true about information?
A) It has no meaning in and of itself.
B) It organizes or manipulates knowledge to make it suitable for a given task.
C) It is a set of unformatted words and numbers.
D) It is a representation of reality.
E) It is the ability to make predictions based on data.
A
D) It is a representation of reality.
9
Q
Which of the following statements is true about knowledge?
A) It has no meaning in and of itself.
B) It is a set of unformatted words and numbers.
C) It is the ability to understand information.
D) It helps to convert information into raw data.
E) It has little value in comparison with raw data.
A
C) It is the ability to understand information.
10
Q
Which of the following is true about the responsibility of an IS manager in the context of information systems management?
A) He is the highest-ranking official and is responsible for IS use throughout the firm.
B) He is responsible for managing an existing information system.
C) He is the lowest-ranking official responsible for managing databases throughout the organization.
D) He is responsible for managing security measures of a newly installed information system.
E) He is the highest-ranking official and is responsible for strategic planning throughout the organization.
A
B) He is responsible for managing an existing information system.
11
Q
In information systems management, a systems consultant is responsible for ________.
A) analyzing business requirements and selecting information systems that meet those needs
B) coding, testing, debugging, and installing programs
C) auditing information systems for compliance with internal and external standards
D) managing security measures and disaster recovery
E) providing information systems knowledge to external clients
A
E) providing information systems knowledge to external clients
12
Q
Which of the following core competencies are part of an IS personnel’s technical knowledge and skills?
A) systems analysis and design
B) integrating subsystems and systems
C) interpersonal skills and group dynamics
D) network administration
E) technological communication and presentation
A
D) network administration
13
Q
Which of the following core competencies is part of an IS personnel’s business knowledge and skills?
A) cloud computing B) technological communication and presentation C) systems development life cycle D) integrating subsystems and systems E) virtualization
A
B) technological communication and presentation
14
Q
Which of the following core competencies is part of an IS personnel’s systems knowledge and skills?
A) hardware platforms B) virtualization C) information gathering and analysis D) cabling and network interface cards E) application software
A
C) information gathering and analysis
15
Q
The process of connecting separate information systems and data to improve business processes and decision making is known as ________.
A) database development B) business intelligence C) systems integration D) cloud computing E) data mining
A
C) systems integration
16
Q
Which of the following types of information systems creates, stores, analyzes, and manages spatial data?
A) electronic commerce system B) collaboration system C) virtualization system D) geographic information system E) decision support system
A
D) geographic information system
17
Q
Identify the purpose of a transaction processing system used in organizations.
A) to support the activities within a specific functional area of the firm
B) to handle day-to-day business event data at the operational level of the organization
C) to produce detailed information to help manage a firm or part of a firm
D) to support the coordination of suppliers, product or service production, and distribution
E) to enable customers to buy goods and services from a firm’s Web site
A
B) to handle day-to-day business event data at the operational level of the organization
18
Q
Which of the following can be cited as an example of a supply chain management system?
A) procurement planning B) market analysis C) knowledge portal D) sales force automation E) product demand forecasting system
A
A) procurement planning
19
Q
Microsoft’s Exchange/Outlook and Lotus Notes provide people with e-mail, automated calendaring, and online, threaded discussions, enabling close contact with others, regardless of their location. Identify this type of information system.
A) collaboration system B) office automation system C) data mining and visualization system D) functional area information system E) geographic information system
A
A) collaboration system
20
Q
With respect to the types of information systems used in organizations, an automated system for analyzing bank loan applications is an example of a(n) ________ system.
A) geographic information B) electronic commerce C) social software D) visualization E) intelligent
A
E) intelligent
21
Q
With respect to types of information systems used in organizations, an inventory management and planning system is an example of a(n) ________ system.
A) geographic planning B) management information C) electronic commerce D) virtualization E) social software
A
B) management information
22
Q
With respect to the types of information systems used in organizations, an Online Analytical Processing (OLAP) system is an example of a(n) ________ system.
A) business intelligence B) geographic information C) electronic commerce D) office automation E) social software and collaboration
A
A) business intelligence
23
Q
With respect to the types of information systems used in organizations, a product demand forecasting system is an example of a(n) ________ system.
A) visualization B) geographic information C) decision support D) social software E) electronic commerce
A
C) decision support
24
Q
With respect to the types of information systems used in organizations, sales force automation is an example of a(n) ________ system.
A) customer relationship management B) electronic commerce C) geographic information D) supply chain management E) data mining and visualization
A
A) customer relationship management
25
With respect to the types of information systems used in organizations, financial, operations, and human resource management is an example of a(n) ________ system.
```
A) social software
B) data mining and visualization
C) geographic information
D) enterprise resource planning
E) electronic commerce
```
D) enterprise resource planning
26
Select the statement below that best describes computer ethics.
A) It is used to describe moral issues and standards of conduct as they pertain to the use of information systems.
B) It is used to describe moral issues and standards of conduct as they pertain to the use of networks.
C) It is used to describe moral issues and standards of conduct as they pertain to the users of networks.
D) It is used to describe the moral issues of how users interact with other users.
E) It is used to describe how issues are resolved between knowledge workers.
A) It is used to describe moral issues and standards of conduct as they pertain to the use of information systems.
27
The ________ Act of 1986 made it much more difficult for anyone, including the government, to eavesdrop on phone conversations.
```
A) Electronic Communication Modernization
B) Internet Privacy
C) Sarbanes-Oxley
D) Gramm-Leach-Bliley
E) Electronic Communications Privacy
```
E) Electronic Communications Privacy
28
WorldTravel (www.worldtravel.com) is a travel Web site that provides detailed information about the different places that tourists can visit across the globe. Additionally, it also helps visitors to book tickets and hotels in these destinations. Which of the following, if true, would most assure the customers of their online privacy?
A) When collecting personal information, WorldTravel explicitly states the purpose of the information and that it will not be used for anything else.
B) WorldTravel informs its members that it is following the best practices in the industry.
C) When collecting personal information, WorldTravel explicitly tells all of its customers that the information collected will be protected by a third party who specializes in this domain.
D) WorldTravel decides not to send any spam mails to any of its members.
E) When collecting personal information, WorldTravel explicitly tells all of its customers that the information collected is protected under the Electronic Communications Privacy Act.
A) When collecting personal information, WorldTravel explicitly states the purpose of the information and that it will not be used for anything else.
29
Which of the following steps should be taken by a person to ensure his or her privacy online?
A) Avoid Web sites that are monitored by independent organizations.
B) Visit Web sites anonymously.
C) Adjust his or her Web browser settings to save cookies.
D) Ensure he or she receives a confirmation e-mail whenever he or she buys products online.
E) Maintain only one e-mail account and use it when making online purchases.
B) Visit Web sites anonymously.
30
Traditionally, companies are organized around five distinct functional areas. Which of the following is one of them?
```
A) supply chain management
B) risk management
C) technology management
D) communication management
E) systems management
```
A) supply chain management
31
An online retailer has finished creating a customer record. Identify the retailer's next step in an order-to-cash process.
```
A) create order
B) allocate stock
C) pick, pack, and ship
D) prepare and send invoice
E) check customer's creditworthiness
```
E) check customer's creditworthiness
32
In the order-to-cash process, checking credit is followed by ________.
```
A) collecting payment
B) creating an order
C) allocating stock
D) picking, packing, and shipping
E) preparing and sending the invoice
```
B) creating an order
33
In an order-to-cash process, identify the next step that the online retailer takes after creating an order for a customer.
```
A) collect payment
B) create customer record
C) check and allocate stock
D) pick, pack, and ship
E) prepare and send invoice
```
C) check and allocate stock
34
Subprocesses of the procure-to-pay process include ________.
```
A) collecting the payment
B) creating customer records
C) price and terms negotiations
D) creating customer satisfaction
E) speeding up the collection process
```
C) price and terms negotiations
35
Which of the following is the first step in the procure-to-pay process?
```
A) negotiate price and terms
B) issue purchase order
C) receive goods
D) receive invoice
E) settle payment
```
A) negotiate price and terms
36
An effective ________ process can help to obtain favorable conditions, reduce transaction costs, and, ultimately, create customer goodwill as it helps to efficiently fulfill customer orders.
```
A) procure-to-pay
B) procure-to-buy
C) find-to-buy
D) procure-to-sell
E) find-to-sell
```
A) procure-to-pay
37
In the procure-to-pay process, the negotiation of price and terms is followed by ________.
```
A) settling the payment
B) creating the customer record
C) issuing the purchase order
D) receiving the goods
E) receiving the invoice
```
C) issuing the purchase order
38
________ immediately after the purchase order is issued in the procure-to-pay process.
```
A) Payment is settled
B) Price and terms are negotiated
C) Credit is checked
D) Goods are received
E) Invoices are received
```
D) Goods are received
39
Receiving the goods is followed by ________ in the procure-to-pay process.
```
A) settling the payment
B) negotiating the price and terms
C) issuing the purchase order
D) creating the order
E) receiving the invoice
```
E) receiving the invoice
40
The organization waits for an order, allowing the organization to initiate a ________ sequence to move the order through the production process.
```
A) pushing
B) rotating
C) working
D) pulling
E) propelling
```
D) pulling
41
In core business processes, which of the following uses a push-based approach?
```
A) order-to-cash
B) procure-to-pay
C) production-to-order
D) make-to-stock
E) make-to-order
```
D) make-to-stock
42
________ activities are performed by the functional areas that process inputs and produce outputs.
```
A) Base
B) Core
C) Support
D) Extended
E) Focus
```
B) Core
43
Which of the following is a core activity according to the value chain model?
```
A) human resource activities
B) technology development
C) operations and manufacturing
D) administrative activities
E) infrastructure activities
```
C) operations and manufacturing
44
Administrative activities focus on the ________.
A) design and development of applications that support the primary business activities
B) hardware and software that must be implemented to support the applications that the primary activities use
C) business activities associated with employee management
D) processes and decision making to orchestrate the day-to-day operations of an organization
E) purchasing of goods and services that are required as inputs for the primary activities
D) processes and decision making to orchestrate the day-to-day operations of an organization
45
The two most likely benefits realized from utilizing enterprise systems are improvements in ________.
A) improved customer interaction and improved supplier integration
B) reduced inventory and reduced operating expenses
C) reduced lead times for manufacturing and improved customer interaction
D) availability of information and increased interaction throughout the organization
E) improved compliance with standards and improved supplier integration
D) availability of information and increased interaction throughout the organization
46
A system that communicates across organizational boundaries is also referred to as a(n) ________ system.
```
A) legacy
B) interorganizational
C) intraorganizational
D) internally focused
E) stand-alone
```
B) interorganizational
47
Customers can purchase ________ software off the shelf to help them with their personal documents and communications.
```
A) personalized
B) tailored
C) packaged
D) custom
E) bespoke
```
C) packaged
48
________ software is written by third-party vendors to support standardized and repetitive tasks.
```
A) Packaged
B) Unpacked
C) Custom
D) Practices-based
E) Process-based
```
A) Packaged
49
________ management is a systematic, structured approach to improvement, in which people critically examine, rethink, and redesign business processes in order to achieve dramatic improvements in one or more performance measures, such as quality, cycle time, or cost.
```
A) Business process
B) Business activity
C) Business service
D) Application performance
E) Application service
```
A) Business process
50
In the 1990s, business process management was known as ________.
```
A) business systems management
B) business process reengineering
C) business service reengineering
D) application performance management
E) application service management
```
B) business process reengineering
51
According to business process management, identify the management's next step after developing a vision for the organization.
A) They should identify the ways in which information systems can be used to improve the various business processes.
B) They should design and implement a prototype of the new processes.
C) They should manage the information technology to be used from a business transaction perspective.
D) They should identify the critical processes that are to be redesigned.
E) They should understand and measure the existing processes as a baseline for future improvements.
D) They should identify the critical processes that are to be redesigned.
52
According to business process management, identify the next step taken by management after identifying the ways in which the information systems can be used.
A) identifying the critical processes that are to be redesigned
B) understanding and measuring the existing processes as a baseline for future improvements
C) reducing costs and shortening the time it takes to get products to market
D) designing and implementing a prototype of the new process
E) developing a vision for the organization that specifies the business objectives
D) designing and implementing a prototype of the new process
53
How is business process management similar to quality improvement approaches such as total quality management?
A) They are intended to be cross-functional approaches to improve an organization.
B) They focus on radical redesign and drastic improvement of processes.
C) They focus on incremental change of processes.
D) They focus on the activities typically occurring at the operational level of the organization.
E) They focus on providing capabilities for discovering "hidden" predictive relationships while conducting a forecast.
A) They are intended to be cross-functional approaches to improve an organization.
54
The ________ process entails the process related to selling goods or services.
```
A) procure-to-pay
B) make-to-order
C) order-to-cash
D) make-to-stock
E) goods-to-market
```
C) order-to-cash
55
Two-tier ERP strategy can support operations at the corporate level, while providing the needed ________ at the subsidiary level.
```
A) interoperability and reliability
B) reliability and componentization
C) flexibility and agility
D) interoperability and accessibility
E) scalability and manageability
```
C) flexibility and agility
56
Which of the following statements about a just-in-time strategy is true?
A) Retailers using this strategy allow suppliers to maintain ownership of inventory within their warehouses or stores until items are scanned at the point of sale.
B) Companies using this strategy allow suppliers to manage the manufacturer's inventory levels based on pre-established service levels.
C) Companies using this strategy maintain large inventories of supplies, parts, warehousing resources, and extra workers to meet production contingencies.
D) Companies using this strategy try to optimize their ordering quantities such that parts or raw materials arrive just when they are needed for production.
E) A manufacturer or retailer using this strategy shares real-time sales data with suppliers who maintain inventory levels based on pre-established agreements.
D) Companies using this strategy try to optimize their ordering quantities such that parts or raw materials arrive just when they are needed for production.
57
Which of the following statements about vendor-managed inventory (VMI) is true?
A) To make VMI possible, the manufacturer must maintain large inventories of supplies, parts, warehousing resources, and extra workers to meet production contingencies.
B) Manufacturers using the VMI business model manage the inventories themselves and send out requests for additional items to the vendors as needed.
C) Companies using this strategy try to optimize their ordering quantities such that parts or raw material arrive just when they are needed for production.
D) To make VMI possible, the manufacturer allows the supplier to monitor stock levels and ongoing sales data.
E) Retailers using this strategy allow suppliers to maintain ownership of inventory within their warehouses or stores until items are scanned at the point of sale.
D) To make VMI possible, the manufacturer allows the supplier to monitor stock levels and ongoing sales data.
58
One major problem affecting supply chains are ripple effects referred to as the ________ effect.
```
A) backflush
B) multiplier
C) bullwhip
D) incremental
E) stockwhip
```
C) bullwhip
59
Computer maker Dell realized the problems with keeping large inventories, especially because of the fast rate of obsolescence of electronics components. Dell now keeps only about two hours of inventory in its factories. The company is most likely using a ________ system.
```
A) scan-based trading
B) customer-managed inventory
C) just-in-time inventory management
D) vendor-managed inventory
E) just-in-case inventory management
```
C) just-in-time inventory management
60
MaXoSteel Inc. has been supplying steel to Agis Corp., a well-known car manufacturer, for the past three years. Concerned employees at MaXoSteel can directly access Agis' inventory and sales information via electronic data interchange. This allows MaXoSteel to monitor Agis' inventory levels on a real-time basis. The system has worked well for both companies so far and there has never been any delay in the supply of steel. Which of the following steps, if taken by Agis, would most strengthen its supply chain strategy?
A) Agis Corp.'s management decides to take strong measures for increasing its safety stock of all raw materials.
B) Agis takes measures to add wholesalers and retailers into its supply chain.
C) Agis wants to purchase MaXoSteel in order to reduce dependency.
D) Agis takes measures to directly contact the consumers by removing wholesalers and retailers from its supply chain.
E) Agis takes measures to ensure that the information shared with MaXoSteel is not shared with outsiders.
E) Agis takes measures to ensure that the information shared with MaXoSteel is not shared with outsiders.
61
Which of the following is the key use of the distribution planning module of supply chain management?
A) to ensure that the materials required for production are available when needed
B) to forecast and plan anticipated demand for products
C) to optimize the allocation of available supply to meet demand
D) to support production processes taking into account capacity and material constraints
E) to support receiving, storing, and picking of goods in a warehouse
C) to optimize the allocation of available supply to meet demand
62
The key use of the order promising module of supply chain management is to ________.
A) work with partners across the supply network to improve accuracy of demand forecasts, reduce inventory buffers, and improve customer service
B) monitor key performance indicators to assess performance across the supply chain
C) manage logistics between company locations or from company to customers, taking into account transportation modes and constraints
D) assign optimal safety stock and target stock levels in all inventories in the supply network
E) provide answers to customer relationship management queries regarding product availability, costs, and delivery times
E) provide answers to customer relationship management queries regarding product availability, costs, and delivery times
63
The key use of the manufacturing execution module of supply chain management is to ________.
A) forecast and plan anticipated demand for products
B) support production processes, taking into account capacity and material constraints
C) ensure that the materials required for production are available where needed and when needed
D) assign optimal safety stock and target stock levels in all inventories in the supply network
E) support receiving, storing, and picking of goods in a warehouse
B) support production processes, taking into account capacity and material constraints
64
Demand planning and estimating leads to the development of the overall ________.
```
A) sourcing plan
B) demand paging
C) production plan
D) demand forecast
E) safety stock plan
```
D) demand forecast
65
Production scheduling ________.
A) focuses on the coordination of all activities needed to create the product or service
B) focuses on delivering products or services to consumers as well as warehousing
C) leads to the development of a sourcing plan
D) leads to the development of inventory estimates
E) provides immediate communication and feedback to and from customers
A) focuses on the coordination of all activities needed to create the product or service
66
Analytical tools are used to optimally utilize materials, equipment, and labor during the ________ process of supply chain planning.
```
A) demand forecasting
B) production scheduling
C) distribution planning
D) inventory planning
E) safety stock scheduling
```
B) production scheduling
67
Inventory and safety stock planning ________.
A) leads to the development of the overall demand forecast
B) focuses on the coordination of all activities needed to create a product or service
C) leads to the development of a sourcing plan
D) focuses on delivering products or services to consumers as well as warehousing
E) leads to the development of a transportation schedule
C) leads to the development of a sourcing plan
68
The ability to track products as they move through the supply chain and to foresee external events is a characteristic of ________.
```
A) supply chain visibility
B) supply chain sustainability
C) supply chain analytics
D) supply network collaboration
E) supply chain risk management
```
A) supply chain visibility
69
________ refers to the use of key performance indicators to monitor performance of the entire supply chain, including sourcing, planning, production, and distribution.
```
A) Supply chain integration
B) Supply chain optimization
C) Supply chain strategy
D) Supply chain visibility
E) Supply chain analytics
```
E) Supply chain analytics
70
________ is the extent to which a company's supply chain is focusing on maximizing customer service with lesser focus on procurement, production, and transportation costs.
```
A) Supply chain visibility
B) Supply chain effectiveness
C) Supply chain analytics
D) Supply chain efficiency
E) Supply network collaboration
```
B) Supply chain effectiveness
71
Which of the following is an example of supply chain efficiency?
A) Aubrey Express, a consultancy, focuses on providing superior service to its clients.
B) Fyroff, an automobile manufacturing company, has high spare parts availability.
C) Glassico, a soft drink manufacturing company, introduces a new soft drink flavor.
D) Timeplz, a watch manufacturing company, positions itself as a prestige brand.
E) Xenthix, an electronics company, sources its raw materials in ways that keep its costs low.
E) Xenthix, an electronics company, sources its raw materials in ways that keep its costs low.
72
________ is a standard for exchanging structured information over the Web.
```
A) Extensible Markup Language
B) JavaScript
C) MySQL
D) Active Server Pages
E) Unified Modeling Language
```
A) Extensible Markup Language
73
________ allow(s) designers of Web documents to create their own customized tags, enabling the definition, transmission, validation, and interpretation of data between applications and between organizations.
```
A) MySQL
B) Active Server Pages
C) Extensible Markup Language
D) Perl
E) Unified Modeling Language
```
C) Extensible Markup Language
74
________ is the use of electromagnetic energy to transmit information between a reader (transceiver) and a processing device.
```
A) Radio frequency identification
B) High capacity color barcoding
C) Interferometric modulator display
D) Photonic computing
E) Electronic product coding
```
A) Radio frequency identification
75
________ are designed to automate the business processes that occur before, during, and after sales transactions between a supplier and multiple customers.
```
A) Customer portals
B) Supplier portals
C) B2C portals
D) Marketplace portals
E) Transaction portals
```
A) Customer portals
76
Which of the following statements is true about supply chain management (SCM)?
A) SCM systems are used to improve business processes that span organizational boundaries.
B) SCM systems cannot automate the supply chain.
C) SCM systems are often integrated with legacy systems.
D) SCM systems are used by mostly smaller organizations.
E) SCM systems are great standalone systems, but cannot be integrated with an ERP system.
A) SCM systems are used to improve business processes that span organizational boundaries.
77
Marketing researchers have found the cost of trying to win back customers who have gone elsewhere can be up to ________ times as much as keeping a current one satisfied.
```
A) 2
B) 10-20
C) 25-40
D) 50-100
E) 150-200
```
D) 50-100
78
Which of the following portrays the improved integration benefit of a customer relationship management (CRM) system?
A) Integrate all information for all points of contact with the customers–marketing, sales, and service–so that all who interact with customers have the same view and understanding of current issues.
B) Improved record keeping and efficient methods of capturing customer complaints help to identify and solve problems faster.
C) Integrated information removes information handoffs, speeding both sales and support processes.
D) Information from the CRM can be integrated with other systems to streamline business processes and gain business intelligence as well as make other cross-functional systems more efficient and effective.
E) Tracking customer behavior over time helps to identify future opportunities for product and service offerings.
D) Information from the CRM can be integrated with other systems to streamline business processes and gain business intelligence as well as make other cross-functional systems more efficient and effective.
79
Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?
```
A) to track global spending on suppliers
B) to encourage the bullwhip effect
C) to develop demand forecasts
D) to portray a positive corporate image
E) to collaborate demand and production planning
```
D) to portray a positive corporate image
80
Which of the following examples explains the improved planning benefit of using a customer relationship management (CRM) system?
A) enabling improved record keeping and efficient methods of capturing customer complaints that help to identify problems faster
B) learning how each customer defines product and service quality so that customized product, pricing, and services can be designed or developed collaboratively
C) providing mechanisms for managing and scheduling sales follow-ups to assess satisfaction, repurchase probabilities, time frames, and frequencies
D) tracking customer behavior over time that helps to identify future opportunities for product and service offerings
E) providing integrated information that removes information handoffs, thereby speeding both sales and support processes
C) providing mechanisms for managing and scheduling sales follow-ups to assess satisfaction, repurchase probabilities, time frames, and frequencies
81
Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM) system?
A) Web-based interfaces that provide product information, sales status, support information, issue tracking, and so on
B) enabling improved record keeping and efficient methods of capturing customer complaints that help to identify problems faster
C) tracking customer behavior over time that helps to identify future opportunities for product and service offerings
D) App-based technologies that remove information handoffs, thereby speeding both sales and support processes
E) learning how each customer defines product and service quality so that customized product,
pricing, and services can be designed or developed collaboratively
A) Web-based interfaces that provide product information, sales status, support information, issue tracking, and so on
82
________ customer relationship management (CRM) systems help to create mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history.
```
A) Structured
B) Operational
C) Analytical
D) Integrated
E) Collaborative
```
B) Operational
83
Which of the following is a component of an operational customer relationship management (CRM) system?
```
A) sales force automation
B) data warehouse
C) enterprise resource planning system
D) data mining and visualization
E) business intelligence
```
A) sales force automation
84
Identify a key technology in analytical customer relationship management (CRM) systems.
```
A) failure effect and mode analysis
B) probabilistic risk assessment
C) neural networks
D) data mining
E) cognitive science
```
D) data mining
85
________ is the first component of an operational customer relationship management system that supports a broad range of business processes, such as tracking and managing customer history and preferences, account and contact management, and order processing and tracking.
```
A) Enterprise marketing management
B) Sales force automation
C) Data warehousing
D) Execution management
E) Customer service and support
```
B) Sales force automation
86
Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer.
A) operational customer relationship management (CRM)
B) integrated customer relationship management (CRM)
C) analytical customer relationship management (CRM)
D) collaborative design automation
E) sales force automation
C) analytical customer relationship management (CRM)
87
Identify the factors that help in building models of customer demand in an analytical customer relationship management (CRM) system.
A) sales forecasting and performance analyses
B) account and contact management
C) price, quality, and satisfaction analysis of competitors
D) customer history and preferences management
E) order processing and tracking
C) price, quality, and satisfaction analysis of competitors
88
________ systems facilitate the sharing of information across the various departments of an organization in order to increase customer satisfaction and loyalty.
A) Collaborative customer relationship management (CRM)
B) Data warehousing
C) Operational customer relationship management (CRM)
D) Analytical customer relationship management (CRM)
E) Data mining
A) Collaborative customer relationship management (CRM)
89
Many ________ systems used by organizations combine a variety of tools supporting both synchronous and asynchronous communication and collaboration.
```
A) groupware
B) firmware
C) spyware
D) malware
E) mashup
```
A) groupware
90
Which of the following is a collaboration management tool that is used to facilitate virtual or collocated meetings?
```
A) Internet forums
B) video conferencing
C) blogs
D) fax
E) intranets
```
E) intranets
91
________ is an example of an electronic conferencing tool.
```
A) MS Outlook
B) Apple FaceTime
C) Wikipedia
D) Google Docs
E) MS SharePoint
```
B) Apple FaceTime
92
________ is an example of a collaboration management tool.
```
A) MS Outlook
B) MS SharePoint
C) Google Talk
D) Apple FaceTime
E) Wikipedia
```
B) MS SharePoint
93
Which of the following statements is true about collaboration?
A) Two or more people cooperating.
B) Two or more people working together on a project team.
C) Two or more people meeting together at lunch.
D) Two or more people working together to achieve a common goal.
E) Two or more people working together.
D) Two or more people working together to achieve a common goal.
94
Which of the following is a basic concept associated with Web 2.0?
A) shift in user's preference from online sites to encyclopedias as sources of unbiased information
B) shift in user's role from the passive consumer of content to its creator
C) shift in user's interest from sharing information to finding information
D) shift in user's lifestyle due to increased purchasing power
E) shift in user's preference to environment-oriented products
B) shift in user's role from the passive consumer of content to its creator
95
The ________ Web, originally envisioned by Tim Berners-Lee, one of the founders of the Internet, is a set of design principles that will allow computers to be able to better index Web sites, topics, and subjects.
```
A) semantic
B) affiliate
C) folksonomy
D) collaborative
E) phishing
```
A) semantic
96
Which of the following is a reason for the development of the semantic Web?
A) Web pages were designed to be understood by people, but not by computers.
B) Users are able to use any device in any network for any service.
C) Users provide a lot of unnecessary personal information on social networking sites.
D) Widgets cannot be integrated into Web pages.
E) Users are skeptical while making purchases online due to the fear of getting cheated.
A) Web pages were designed to be understood by people, but not by computers.
97
The concept of ________ is based on the notion that distributed groups of people with a divergent range of information and expertise will be able to outperform the capabilities of individual experts.
```
A) cognitive dissonance
B) creative commons
C) collective intelligence
D) consensus democracy
E) preference elicitation
```
C) collective intelligence
98
The term "podcasting" is a misnomer because podcasts ________.
A) are concerned with the dissemination of information to a narrow audience
B) cannot be played on Apple's iPods
C) are not related to distribution of digital media for digital devices
D) are concerned with outsourcing tasks to a large group of people or community
E) can be played on a variety of devices in addition to Apple's iPods
E) can be played on a variety of devices in addition to Apple's iPods
99
________ is data about data.
```
A) Multi data
B) Data house
C) Metadata
D) Data system
E) Pointer data
```
C) Metadata
100
________ can be used to visualize user-generated content on a site.
```
A) Crowdsourcing
B) Tag clouds
C) Phishing
D) Podcasts
E) Pharming
```
B) Tag clouds
101
A(n) ________ system allows users to publish, edit, version track, and retrieve digital content, such as documents, images, audio files, videos, or anything else that can be digitized.
```
A) social presence
B) collective intelligence
C) application sharing
D) content management
E) peer production
```
D) content management
102
WordPress is a(n) ________.
```
A) social networking Web site
B) microblog
C) content management system
D) instant messaging application
E) e-commerce Web site
```
C) content management system
103
________ is the creation of goods or services by self-organizing communities.
```
A) Peer production
B) A folksonomy
C) A journal
D) Groupware
E) Crowdsourcing
```
A) Peer production
104
Amazon.com took crowdsourcing mainstream with its micro-task marketplace called ________.
```
A) Mechanical Turk
B) Citizen Science
C) Smart Mob
D) Click Workers
E) Crowd Fixing
```
A) Mechanical Turk
105
________ sites create social online communities where individuals with a broad and diverse set of interests meet and collaborate.
```
A) Crowdsourcing
B) Social cataloging
C) Social networking
D) Social bookmarking
E) Media sharing
```
C) Social networking
106
________ attempts to increase the relevance of search results by including content from blogs and microblogging services.
```
A) Social search
B) OpenSearch
C) Enterprise search
D) Metasearch
E) Netsearch
```
A) Social search
107
Which of the following statements is true about viral marketing?
A) It uses the network effect to increase brand awareness.
B) It uses everyday people as a cheap labor force.
C) It is the dissemination of information to a narrow audience.
D) It enables people to work on a variety of Internet related projects in more flexible ways.
E) It is used to market a product without the audience realizing it.
A) It uses the network effect to increase brand awareness.
108
According to Thomas Baekdal, which of the following is a critical factor for the success of a viral marketing campaign?
```
A) restricting access to viral content
B) doing what the audience expects
C) making sequels
D) restricting easy distribution
E) distributing products for free
```
C) making sequels
109
Which of the following conditions is essential for successful Enterprise 2.0 implementation?
A) Enterprise 2.0 should avoid involvement of senior management members of an organization.
B) Enterprise 2.0 should be driven by a specific usage context.
C) Enterprise 2.0 should appeal to future end users of the application and not the organization's members.
D) Enterprise 2.0 should be independent of the organization's workforce.
E) Enterprise 2.0 should be independent of the organization's culture.
B) Enterprise 2.0 should be driven by a specific usage context.
