Deck 7: Business Process Management

Question 1

Which of the following is true for personal information systems?

A) Personal information systems that support a particular department are sometimes called departmental information systems.
B) Because one is the sole user of the new system, if new procedures are required, one needs professional help to get the job done.
C) Such systems have only one user and hence procedures need not be documented or formalized in any way.
D) The solutions to problems in a personal information system usually involve more than one department.

Answer 1

C

Question 2

An information silo is also known as a(n)________.

A) walled garden
B) island of automation
C) business process modeling notation
D) metadata

Answer 2

B

Question 3

________ occur(s)when data are isolated in separated information systems.

A) Walled garden
B) Information silos
C) Scheduling
D) System integration

Answer 3

B

Question 4

Which of the following is a consequence of isolated information systems?

A) Data cannot get duplicated.
B) Business processes are coherent and efficient.
C) Decision are made is union with other systems.
D) There is a lack of integrated enterprise information.

Question 5

Which of the following is an example of a personal information system?

A) scheduling of groundskeeping
B) contact manager
C) charging of membership fees
D) ordering of restaurant supplies from suppliers

Question 6

As a common departmental information system,________ includes order management.

A) accounting
B) operations
C) human resources
D) manufacturing

Question 7

________ is an application of the human resources department.

A) Compensation
B) Planning
C) Financial reporting
D) Lead tracking

Question 8

Which of the following is an example of a workgroup information system?

A) charging of membership fees
B) contact manager
C) accounts payable system
D) ordering of restaurant supplies from suppliers

Question 9

The summation of all the problems of information silos leads to ________.

A) diseconomies of scope
B) increased costs for the organization
C) diminishing marginal returns
D) reduced organizational innovation

Question 10

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

A) Business process management
B) Business process reengineering
C) Business process improvement
D) Business process interoperability

Question 11

Which of the following stands true for enterprise information systems?

A) Enterprise information systems are information systems that are shared by two or more independent organizations.
B) The solutions to problems in an enterprise system usually involve more than one department.
C) Typically enterprise information systems support 10 to 100 users.
D) Enterprise information systems that support a particular business function are called functional information systems.

Question 12

Information silos arise as a result of ________.

A) the individual users of personal information systems
B) interenterprise information system's involvement to find solutions to problems arising within two or more enterprises
C) an organization's plan to create them
D) an organization's growth and increasing use of information systems

Question 13

Which of the following applications falls under the common departmental information system of sales and marketing?

A) order tracking
B) general ledger
C) lead generation
D) assessment

Question 14

A Web store front is an example of a(n)________.

A) interenterprise information system
B) collaborative information system
C) functional information system
D) departmental information system

Question 15

Order tracking and account tracking are applications of ________.

A) operations
B) manufacturing
C) marketing
D) customer service

Question 16

Which of the following is true for workgroup information systems?

A) Workgroup information systems that support a particular department are sometimes called functional information systems.
B) Workgroup information systems that support a particular business function are called departmental information systems.
C) Workgroup information systems include categories of procedures, and users are defined according to levels of expertise with the system as well as by levels of security authorization.
D) Typically workgroup systems support 10 to 100 users.

Question 17

________ is an example of an interenterprise information system.

A) Scheduling of groundskeeping
B) Contact manager
C) Ordering of restaurant supplies from suppliers
D) Charging of membership fees

Question 18

________ are information systems that are shared by two or more independent organizations.

A) Interenterprise information systems
B) Workgroup information systems
C) Enterprise information systems
D) Personal information systems

Question 19

Planning and scheduling are applications that fall under ________.

A) manufacturing
B) sales
C) accounting
D) customer service

Question 20

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

A) Its users do not require any formal training.
B) It leads to data duplication among employees.
C) It supports 100 to 1000 users.
D) It is easy to manage change to enterprise information systems.

Question 21

The first step of the customer life cycle is marketing which involves ________.

A) sending messages to the target audience to attract customer prospects
B) attempting to win-back high value customers
C) converting prospects into customers who need to be supported
D) increasing the value of existing customers

Question 22

________ is the last stage of the customer life cycle.

A) Marketing
B) Customer acquisition
C) Churning
D) Relationship management

Question 23

Which of the following is true about the challenges of requirements gaps?

A) To specify a gap, an organization must know both what it needs and what the new product does.
B) The first challenge is to find a licensed enterprise product that is a perfect fit for the organization.
C) While identifying the gaps is easy, deciding what to with them is a major challenge.
D) While resolving gaps, changing the way an organization adapts to a new application is easier than altering an application to match what the organization does.

Question 24

Inherent processes are ________.

A) time-consuming business processes and involve substantial investment.
B) predesigned procedures for using the software products
C) the activity of altering and designing business processes to take advantage of new information systems.
D) preferred by employees because of the ease and structure they bring to functional applications.

Question 25

Which of the following sentences is true about customer relationship management system (CRM)?

A) CRM is a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.
B) CRM systems vary in the degree of functionality they provide.
C) CRM incorporates accounting, manufacturing, inventory, and human resources applications.
D) CRM systems are not for every organization.

Question 26

________ is a person's belief that he or she can be successful at his or her job.

A) Hope
B) Arrogance
C) Faith
D) Self-efficacy

Question 27

________ is a major task when implementing enterprise systems.

A) Process blueprinting
B) Encapsulation
C) Module development
D) Gap identification

Question 28

Which of the following is true for inherent processes?

A) Inherent processes are almost always a perfect fit.
B) Organizations cannot license the software that is used in various inherent processes.
C) Inherent processes are an expensive and time-consuming practise.
D) Inherent processes are predesigned procedures for using software products.

Question 29

When prospects become customers who need to be supported,the organization is in the ________ stage of the customer life cycle.

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

Question 30

Which of the following is true for business process reengineering?

A) Business process reengineering is efficient, fast, and economical.
B) Business process reengineering, when combined with ERP, has a 100 percent success rate.
C) In the process of business process reengineering, systems analysts need to interview key personnel throughout the organization to determine how best to use the new technology.
D) Because of its streamlined process, business process reengineering requires very little time and or expertise.

Question 31

________ is the worldwide leader of ERP vendors.

A) Microsoft
B) Epicor
C) SAP
D) SAS

Question 32

________ is a suite of software applications that integrates existing systems by providing layers of software that connect applications together.

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

Question 33

Which of the following statements is true of EAI?

A) The process of converting from a current system to an EAI system is a daunting task.
B) The layers of EAI software prevent existing applications from communicating with each other.
C) EAI makes use of a centralized database.
D) EAI leverages existing systems-leaving functional applications as is, but providing an integration layer over the top.

Question 34

Which of the following is a component of relationship management?

A) converting prospects into customers who need to be supported
B) increasing the value of existing customers by selling them more product
C) losing customers
D) sending messages to the target audience to attract customer prospects

Question 35

When implementing new enterprise systems,the only solution for resolving process issues and providing enterprise process management is ________.

A) communicating the need for the change to the employees
B) developing committees and steering groups
C) establishing clear and absolute contractual guidelines
D) reinforcing employees' sense of self-efficacy

Question 36

Which of the following is a function of EAI?

A) It is used to forecast sales and to create manufacturing plans and schedules to meet those forecasts.
B) It posts activities in the general ledger and other accounting applications.
C) It consolidates business operations into a single, consistent, computing platform.
D) It enables a gradual move to ERP.

Question 37

Which of the following is true about enterprise resource planning (ERP)?

A) ERP is a suite of software applications that integrates existing systems by providing layers of software that connect applications together.
B) ERP, though unable to incorporate functions of CRM, includes accounting, manufacturing, inventory, and human resources applications.
C) The layers of ERP software enable existing applications to communicate with each other and to share data.
D) ERP systems are used to forecast sales and to create manufacturing plans and schedules to meet those forecasts.

Question 38

Enterprise resource planning is ________.

A) a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform
B) 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
C) a suite of software applications that integrates existing systems by providing layers of software that connect applications together
D) a web application that allows businesses to manage customer suggestions and complaints in a structured fashion

Question 39

A customer relationship management system is ________.

A) 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
B) a web application that allows businesses to manage customer suggestions and complaints in a structured fashion
C) a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform
D) a suite of software applications that integrates existing systems by providing layers of software that connect applications together

Question 40

During which stage of the customer life cycle do win-back processes categorize customers according to value?

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

Question 41

Interenterprise information systems are information systems that are shared by two or more independent departments.

Question 42

The existence of information silos helps resolve any problems that may arise due to isolated information systems.

Question 43

The accounts payable system that is used by the accounts payable department is an example of departmental information systems.

Question 44

Business process reengineering is efficient and economical.

Question 45

The solutions to problems in an enterprise system usually involve more than one enterprise.

Question 46

An enterprise resource planning system 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.

Question 47

Workgroup information systems that support a particular department are sometimes called functional information systems.

Question 48

Scheduling of groundskeeping is an example of a personal information system.

Question 49

Information silos can result in increased cost for an organization.

Question 50

When allowing the duplication to go on,each department must be mindful that they are processing a shared resource.

Question 51

When eliminating duplicate data by storing a single copy of data in a shared database,the first step is to alter business processes to use the shared database.

Question 52

Information silos arise as a consequence of an organization's growth and increasing use of information systems and do not pose any serious threat.

Question 53

Inherent processes are predesigned procedures for using software products,saving organizations from expensive and time - consuming business process reengineering.

Question 54

Information systems for both manufacturing and operations department of an organization will process data related to finished goods and can therefore cause duplication and lead to problems.

Question 55

Contrary to popular belief,isolation of departmental applications cannot be held responsible for disjointed business processes.

Question 56

The first step of the customer life cycle is marketing.

Question 57

Information silos are not a problem until they begin to share data about the same entities.

Question 58

A workgroup information system is an information system that is shared by a group of people for a particular purpose.

Question 59

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

Question 60

One way to fix informational silos is to eliminate data that are duplicated and storing a single copy of the data in a shared database and revise business processes to use that database.

Question 61

One of the reasons why people fear change is because it threatens self-efficacy.

Question 62

What are inherent processes?

Question 63

What are enterprise information systems?

Question 64

What are common departmental applications?

Question 65

What cause the challenges that occur while implementing new enterprise systems?

Question 66

Explain interenterprise information systems.

Question 67

A lot of organizations today create their own enterprise systems from scratch.

Question 68

What is business process reengineering?

Question 69

Connecting system "islands" via a new layer of software/system is the function of enterprise application integration.

Question 70

What are the ways of eliminating duplicate data?

Question 71

Explain the four phases of the customer life cycle.

Question 72

Transitioning from one system to a new enterprise system is fairly easy due to the integrated steps involved.

Question 73

Write a short note on customer relationship management system (CRM).

Question 74

What problems do information silos cause?

Question 75

What are information silos?

Question 76

What is ERP?

Question 77

Unlike departmental systems in which a single department manager is in charge,enterprise systems have no clear boss.

Question 78

Explain workgroup information systems.

Question 79

Describe enterprise application integration.

Question 80

What are personal information systems?