Deck 7: Processes, Organizations, and Information Systems

Question 1

Using social networking sites to generate buzz about a company's new product line is an example of a dynamic process.

Answer 1

True

Question 2

Workgroup information systems typically support 10 to 100 users.

Answer 2

True

Question 3

The solutions to problems in an enterprise system usually involve a single department of the organization.

Answer 3

False

Question 4

The procedures for using workgroup information systems need to be understood only by the IT department of an organization.

Question 5

Structured processes are standardized processes that involve day-to-day operations.

Question 6

Lead generation and lead tracking are processes concerning the sales and marketing department.

Question 7

Inter-enterprise information systems support one or more inter-enterprise processes.

Question 8

Dynamic processes support operational activities.

Question 9

Order and account tracking are business processes concerning the operations department.

Question 10

A workgroup process exists to enable workgroups to fulfill the charter, purpose, and goals of a particular group or department.

Question 11

A workgroup information system is an organizational structure where a separate department is established by the organization to support and manage its information system.

Question 12

In inter-enterprise information systems, procedures are simple and generally not documented or formalized in any way.

Question 13

Placing an order is an example of a structured process.

Question 14

Structured processes are adaptive processes that change structure rapidly and readily.

Question 15

Process efficiency is a measure of the ratio of process outputs to inputs.

Question 16

Both structured processes and dynamic processes are formally defined processes.

Question 17

Enterprise processes span an organization and support activities in multiple departments.

Question 18

CRM is an example of a structured inter-enterprise information system.

Question 19

The structure of a process has no bearing on its efficiency.

Question 20

Dynamic processes are more specific.

Question 21

An ERP solution consists of application programs, databases, and business process procedures, but does not contain training and consulting.

Question 22

An ERP solution includes a database design as well as initial configuration data.

Question 23

The problems of duplicated data, disjointed systems, limited information, and inefficiencies are solved by spreading the data across multiple databases.

Question 24

The primary purpose of an ERP system is integration.

Question 25

The inherent processes that are defined in an ERP solution are known as process blueprints.

Question 26

Information systems improve process quality by augmenting the actions of the human who performs that activity.

Question 27

Relationship management processes increase the value of existing customers by selling them more product.

Question 28

Converting to an ERP system is not nearly as disruptive as converting to an EAI system.

Question 29

Workgroups can develop information systems for their own needs, but, over time, they would result in information silos.

Question 30

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.

Question 31

In the customer acquisition phase of the customer life cycle, an organization categorizes its customers according to value and attempts to win back high-value customers.

Question 32

Changing the structure of a process always involves a change in resources as well, even if it is only a simple reordering of tasks.

Question 33

A trigger is a computer program stored in a database that is used to enforce business rules.

Question 34

Business process reengineering is the activity of altering and designing business processes to take advantage of new information systems.

Question 35

An information silo is a condition that exists when data are isolated in separated information systems.

Question 36

Choosing an ERP solution that has applications that function close to the organization's requirements is critical to its successful implementation.

Question 37

Adding process resources increases process effectiveness, but it adds costs.

Question 38

CRM systems incorporate accounting, manufacturing, inventory, and human resources applications.

Question 39

Triggers and stored procedures are not components of an ERP solution.

Question 40

Business process reengineering is a quick process, but it is exceedingly expensive.

Question 41

Which of the following workgroup processes is related to sales and marketing?

A)lead tracking
B)order management
C)customer support
D)accounts receivable

Question 42

In enterprise systems, a single department manager is in charge.

Question 43

Which of the following is a characteristic of dynamic processes?

A)They are adaptive processes that change structure rapidly and readily.
B)They are usually formally defined and documented.
C)They support operational and managerial decisions and activities.
D)They are standardized processes.

Question 44

Standards such as http, https, html5, CSS3, JavaScript, and others enable programs to receive data from, and display data to, a variety of mobile and desktop devices.

Question 45

Which of the following workgroup processes is related to operations?

A)account tracking
B)sales forecasting
C)finished-goods inventory management
D)treasury management

Question 46

Which of the following is an example of a dynamic process?

A)Samsung accepts a return of a defective television from its dealer.
B)Starbucks places an order for coffee beans from its local supplier.
C)Amazon.com hires customer service representatives to help customers with their online order.
D)Nike uses Facebook and Twitter to generate buzz about its new line of running shoes.

Question 47

Gap identification is a major task when implementing enterprise systems.

Question 48

________ are formally defined, standardized processes that involve day-to-day operations.

A)Dynamic processes
B)Unstructured processes
C)Structured processes
D)Kinetic processes

Question 49

Which of the following workgroup processes is related to human resources?

A)lead tracking
B)customer support
C)assessment
D)order management

Question 50

Industry-specific solutions contain program and database configuration files, but not the process blueprints that apply to ERP implementations in specific industries.

Question 51

Epicor and Microsoft Dynamics are the highest ranked ERP vendors in the market.

Question 52

________ are flexible, informal, and adaptive processes that normally involve strategic and less specific managerial decisions and activities.

A)Operational processes
B)Dynamic processes
C)Inherent processes
D)Structured processes

Question 53

The number of ERP solutions moving to the cloud is expected to increase because of its low costs.

Question 54

Which of the following is an example of a structured process?

A)deciding on the location of a new store
B)solving the problem of excessive product returns
C)purchasing raw materials
D)using social media to create buzz about a new product

Question 55

Which of the following workgroup processes is related to manufacturing?

A)order entry and tracking
B)finished-goods inventory management
C)product and brand management
D)planning and scheduling

Question 56

Transitioning to a new enterprise system requires careful planning and substantial training.

Question 57

Which of the following workgroup processes is related to customer service?

A)assessment
B)account tracking
C)sales forecasting
D)accounts payable

Question 58

A service provider creates a service description and publishes it using a standardized language called HyperText Markup Language (HTML).

Question 59

ERP vendors sometimes train an organization's employees to become in-house trainers in training sessions called train the trainer.

Question 60

Service-oriented architecture is a software design philosophy in which activities are organized into modules of functionality that are requested and delivered over the Internet using process-oriented architecture standards.

Question 61

The two dimensions of process quality are ________.

A)efficiency and effectiveness
B)performance and reliability
C)conformance and durability
D)perception and serviceability

Question 62

________ is a measure of the ratio of process outputs to inputs.

A)Process effectiveness
B)Process efficiency
C)Process conformance
D)Process reliability

Question 63

Which of the following statements is true regarding workgroup information systems?

A)They are easy to change.
B)They minimize data duplication among departments.
C)They can be operated without training.
D)They support 10 to 100 users.

Question 64

________ processes span an organization and support activities in multiple departments.

A)Enterprise
B)Interenterprise
C)Strategic
D)Reactive

Question 65

Which phase of the customer life cycle focuses on increasing the value of existing customers by selling them more product?

A)marketing
B)customer acquisition
C)relationship management
D)loss/churn

Question 66

Information systems improve process quality by ________.

A)duplicating data
B)entirely replacing human activity
C)changing the work culture
D)controlling process flow

Question 67

Which of the following conditions exists when data are isolated in separated information systems?

A)information overload
B)encapsulation
C)information silo
D)data segregation

Question 68

________ 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.

A)Business process reengineering
B)Customer relationship management
C)Enterprise resource planning
D)Customer lifecycle management

Question 69

Which of the following information systems minimizes data duplication among departments?

A)departmental information systems
B)workgroup information systems
C)personal information systems
D)enterprise information systems

Question 70

________ is an example of an inter-enterprise information system.

A)CRM
B)PRIDE
C)ERP
D)EAI

Question 71

________ are predesigned procedures for using software products.

A)Inherent processes
B)Triggers
C)Modules
D)Service descriptions

Question 72

Process ________ is a measure of how well a process achieves organizational strategy.

A)efficiency
B)conformance
C)effectiveness
D)reliability

Question 73

Which phase of the customer life cycle categorizes customers according to value and attempt to win back high-value customers?

A)loss/churn
B)customer acquisition
C)relationship management
D)marketing

Question 74

________ is the activity of altering and designing business processes to take advantage of new information systems.

A)Business process modeling
B)Business process reengineering
C)Business process outsourcing
D)Enterprise resource planning

Question 75

Which of the following statements about a structured inter-enterprise information system is true?

A)Its procedures are formalized and the problem solutions affect multiple organizations.
B)It is flexible and easily adaptable to organizational changes.
C)It increases data duplication among departments.
D)It does not require users to have any formal training.

Question 76

When an organization has inconsistent duplicated data, it is said to have a problem of ________.

A)blind spot
B)data integrity
C)error of omission
D)bottleneck

Question 77

Which of the following statements about enterprise information systems is true?

A)The procedures are not documented, but are understood within the group.
B)They do not require users to have any formal training.
C)They are very difficult to change.
D)They support 10 to 100 users.

Question 78

Information silos are not a problem until they begin to ________.

A)rely on service-oriented architecture
B)integrate data
C)revise business processes
D)use and store data inconsistently across separate databases

Question 79

The information system that a restaurant uses to order supplies and ingredients from its suppliers is an example of a(n)________.

A)enterprise information system
B)personal information system
C)inter-enterprise information system
D)departmental information system

Question 80

Which phase of the customer life cycle focuses on sending messages to the target market to attract customer prospects?

A)relationship management
B)loss/churn
C)marketing
D)customer acquisition