Using MIS Chapter 7 Flashcards
Business Process Reengineering
The activity of altering existing and designing new business processes to take advantage of new information systems technology.
-Business process reengineering is difficult, slow, and exceedingly expensive.
Customer Life Cycle
Taken as a whole, the processes of marketing, customer acquisition, relationship management, and loss/churn that must be managed by CRM systems.
Customer Relationship Management (CRM) System
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.
-Every contact and transaction with the customer is recorded in the CRM database.
Data Integrity
In a database or a collection of databases, the condition that exists when data values are consistent and in agreement with one another.
when an organization has inconsistent duplicated data, it is said to have a data integrity problem.
Distributed Systems
Systems in which application processing is distributed across multiple computing devices.
-Example: Inter-enterprise PRIDE System (Figure 7-19 Page 268)
Dynamic Processes
Flexible, informal, and adaptive processes that normally involve strategic and less specific(/less structured) managerial decisions and activities.
- Deciding whether to open a new store location and how best to solve the problem of excessive product returns are examples, as is using Twitter to generate buzz about next season’s product line.
- Dynamic processes usually require human judgement.
- support strategic and less structured managerial decision and activities.
- less specific, fluid
- usually informal
- exceptions frequent an expected
- adaptive processes that change structure rapidly and readily
- Example: collaboration, social networking, ill-defined, ambiguous situations
Enterprise Application Integration (EAI)
A suite of software applications that integrates existing systems by providing layers of software that connect applications together.
- -EAI does the following:
- it connects system “islands” via a new layer of software/system.
- it enables existing applications to communicate and share data.
- it provides integrated information.
- it leverages existing systems–leaving functional applications as is, but providing an integration layer over the top.
- it enables a gradual move to ERP.
–The major benefit of EAI is that it enables organizations to use existing applications while eliminating many of the serious problems of isolated systems.
Enterprise Information System
Information systems that support cross-functional processes and activities in multiple departments.
support one or more enterprise processes.
- they typically have hundreds to thousands of users.
- procedures are formalized and extensively documented
- users always undergo formal procedure training.
- sometimes enterprise systems include categories of procedures, and users are defined according to levels of expertise with the system as well as by level of authority.
Enterprise Processes
Processes that span an organization and support activities in multiple departments.
-at a hospital, the process for discharging a patient supports activities in housekeeping, the pharmacy, the kitchen, the nurses’ stations, and other hospital departments.
Enterprise Resource Planning (ERP)
A suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.
ERP System
An information system based upon ERP technology.
- ERP systems include the functions of CRM systems, but also incorporate accounting, manufacturing, inventory, and human resources applications.
- Primary purpose of an ERP system is integration; an ERP system allows the left hand of the organization to know what the right hand is doing. This integration allows real-time updates globally, whenever an wherever a transaction takes place. Critical business decisions can then be made on a timely basis using the latest data.
Functional Application
Software that provides features and functions necessary to support a particular business activity (function).
the program component of a functional information system is called a functional application.
Functional Information Systems
Workgroup information systems that support a particular business function.
sometimes, workgroup information systems are called functional information systems.
-for example, an operations management system is a functional information system, as are a general ledger system and a cost accounting system.
Industry-specific Solutions
An ERP template that is designed to serve the needs of companies or organizations in specific industries. Such solutions save time and lower risk. The development of industry-specific solutions spurred ERP growth.
starter kits for specific industries provided by ERP vendors to reduce the work needed to be done to customize an ERP application to a particular customer.
-these solutions contain program and database configuration files as well as process blueprints that apply to ERP implementations in specific industries.
Information Silo
A condition that exists when data are isolated in separated information systems.
Inherent Processes
The procedures that must be followed to effectively use licensed software. For example, the processes inherent in ERP systems assume that certain users will take specified actions in a particular order. In most cases, the organization must conform to the processes inherent in the software.
are predesigned procedures for using the software products, which save organizations from the expense, delays, and risks of business process reengineering.
Inter-enterprise Processes
Processes that span two or more independent organizations.
Inter-enterprise Information Systems
Information systems that support one or more inter-enterprise processes.
-Such systems typically involve thousands of users, and solutions to problems require cooperation among different, usually independently owned, organizations. Problems are resolved by meeting, by contract, and sometimes by litigation.
Modules
A suite of applications in an ERP system.
Process Blueprints
In an ERP application, comprehensive sets of inherent processes for all organizational activities, each of which is documented with diagrams that use a set of standardized symbols.
what some ERP vendors call the inherent processes that are defined in the ERP solution, process blueprints.
Process Effectiveness
A measure of how well a process achieves organizational strategy.
Process Efficiency
A measure of the ratio of process outputs to inputs.
Self-efficacy
A person’s belief that he or she can successfully perform the tasks required in his or her job.
Stored Procedure
A computer program stored in the database that is used to enforce business rules.
-an example of such a rule would be never to sell certain items at a discount. Stored procedures are also part of the ERP solution.
Structured Processes
Formally defined, standardized processes that involve day-to-day operations: accepting a return, placing an order and purchasing raw materials are common examples.
- support operational and structured managerial decisions and activities
- standardized
- usually formally defined and documented
- exceptions rare and not (well) tolerated
- process structure changes slowly and with organizational agony
- Example: customer returns, order entry, purchasing, payroll, etc.
Train the Trainer
Training sessions in which vendors train the organization’s employees, called Super Users, to become in-house trainers in order to improve training quality and reduce training expenses.
to reduce expenses, the vendors sometimes train the organization’s employees, called Super Users, to become in-house trainers in training sessions called train the trainer.
Trigger
A computer program stored within the database that is executed when certain conditions arise. Primarily used to maintain database consistency.
is a computer program stored within the database that runs to keep the database consistent when certain conditions arise.
-Triggers are also part of the ERP solution.
Workgroup Information System
An information system that supports a particular department or workgroup.
exists to support one or more processes within the workgroup.
Workgroup Process
A process that exists to enable workgroups to fulfill the charter, purpose, and goals of a particular group or department.
-a physicians’ partnership, such as that of Dr. Flores, is a workgroup that follows processes to manage patient records, issue and update prescriptions, provide standardized post surgery care, and so forth.
Enterprise application integration is a ________.
suite of software applications that consolidates existing systems by providing layers of software that connect applications together
________ is 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.
Customer relationship management
Placing an order is an example of a structured process.
True or False
True
Relationship management processes increase the value of existing customers by selling them more product.
True or False
True
Enterprise application integration is a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.
True or False
False
Operational efficiency can be increased by avoiding the usage of integrated data to analyze an organization’s day-to-day activities.
True or False
False
When implementing new enterprise systems, usually the only solution for resolving process issues and providing enterprise process management is to ________.
develop committees and steering groups
An ERP solution consists of application programs, databases, and business process procedures but does not include training and consulting.
True or False
False
The information system that a restaurant uses to order supplies and ingredients from its suppliers is an example of a(n) ________.
inter-enterprise information system
Which of the following information systems minimizes data duplication among departments?
enterprise information systems
The procedures for using workgroup information systems need to be understood only by the IT department of an organization.
True or False
False
Information systems improve process quality by augmenting the actions of the human who is performing that activity.
True or False
True
Relationship management processes increase the value of existing customers by selling them more product.
True or False
True
Carla, a restaurateur who is new to the field, meets a veteran chef and restaurateur, Giovanni. Carla wishes to analyze the purchasing pattern of her customer base. Which of the following is most likely to be a piece of sound advice that Giovanni would offer Carla?
Carla should use her restaurant’s distributed systems to know more about her customers’ buying patterns.
Changing the structure of a process always involves a change in resources as well, even if it is only a simple reordering of tasks.
True or False
False
A supermarket must choose to use distributed systems to analyze buying patterns of their customers efficiently.
True or False
True
A stored procedure is a ________.
computer program stored in a database that is used to enforce business rules
Which of the following workgroup processes is related to manufacturing?
planning and scheduling
The two dimensions of process quality are ________.
efficiency and effectiveness
Process efficiency is a measure of the ratio of process outputs to inputs.
True or False
Process efficiency is a measure of the ratio of process outputs to inputs.
Business process reengineering is a quick process, but it is exceedingly expensive.
True or False
False
Dynamic processes are usually more specific than structured ones.
True or False
False
The two top-ranked ERP vendors are ________.
SAP and Oracle
________ processes span an organization and support activities in multiple departments.
Enterprise
Which of the following is an effective and acceptable technique to overcome employee resistance while implementing new enterprise systems?
conducting contests with cash prizes
________ is an example of an inter-enterprise information system.
PRIDE
Business process reengineering is the activity of altering existing and designing new business processes to take advantage of new information systems.
True or False
True
The inherent processes defined in an ERP solution are known, by some ERP vendors, as ________.
process blueprints
Which phase of the customer life cycle focuses on sending messages to the target market to attract customer prospects?
marketing
Inter-enterprise silos can solve the problems of workgroup information silos but not those of enterprise silos.
True or False
False
