Exam 4: Measuring the Success of Strategic Initiatives

__________ focuses on how well an organization is achieving its goals and objectives.

_________ MIS metrics measure the impact MIS has on business processes and activities,including customer satisfaction and conversion rates.

_________ is the percentage of potential customers who visit a site and actually buy something.

Explain the difference between efficiency and effectiveness.

On the graph depicting the interrelationships between efficiency and effectiveness,where does an organization ideally want to operate?

The balanced scorecard views the organization from four perspectives,and users should develop metrics,collect data,and analyze their business relative to each of these perspectives.Which of the following is not one of the four perspectives in the balanced scorecard?

What is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action?

Which of the following is a type of metric based on website data?

___________ MIS metrics measure the performance of the MIS itself including throughput,transaction speed,and system availability.

There is a rule for how many metrics,out of the hundreds of possible CRM metrics,should be tracked and analyzed at any given management level.What is the rule?

What types of metrics measure customer satisfaction?

A(n)____________ is a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser.

______________ is the amount of information that can travel through a system at any point in time.

A ___________________ is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action.

Which of the following is not a typical CRM metric?

Benchmarks are baseline values the system seeks to attain.

System _____________ is the number of hours a system is available for use by customers and employees.

______________ is a process of continuously measuring system results,comparing those results to optimal system performance,and identifying steps and procedures to improve system performance.

The quantifiable metrics a company uses to evaluate progress toward critical success factors are called:

A(n)___________________ is an unfilled customer order.