Deck 7: Processes, Organizations, and Information Systems

Question 1

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

Answer 1

False

Question 2

Purchasing raw materials is an example of a structured process.

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

Dynamic processes support operational activities.

Question 5

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

Question 6

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

Question 7

Both structured processes and dynamic processes are formally defined processes.

Question 8

Collaboration is an example of a dynamic process.

Question 9

Workgroup information systems typically support 10 to 100 users.

Question 10

Dynamic processes are usually more specific than structured ones.

Question 11

Product and brand management is a process concerning the sales and marketing department.

Question 12

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

Question 13

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

Question 14

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

Question 15

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

Question 16

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

Question 17

A workgroup information system exists to support only one process within the workgroup.

Question 18

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

Question 19

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

Question 20

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

Question 21

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

Question 22

An ERP solution is an information system and as such has all five components.

Question 23

The inherent processes that are defined in an ERP solution are referred to by some ERP vendors as process blueprints.

Question 24

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

Question 25

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

Question 26

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 27

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

Question 28

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

Question 29

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

Question 30

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

Question 31

An ERP solution includes a database design, initial configuration data, and the company's operational data.

Question 32

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

Question 33

Adding process resources increases process effectiveness but adds costs.

Question 34

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 35

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

Question 36

Information systems can improve process quality by augmenting the actions of a human who is performing that activity.

Question 37

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

Question 38

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 39

The primary purpose of an ERP system is integration.

Question 40

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

Question 41

Which of the following is a characteristic of dynamic processes?

A) They support strategic and less structured managerial decisions and activities.
B) They are usually formally defined and documented.
C) They support operational and managerial decisions and activities.
D) They are standardized processes.

Question 42

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

A) ill-defined, ambiguous situations
B) collaboration
C) customer returns
D) social networking

Question 43

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

Question 44

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) capacity planning and scheduling

Question 45

Operational efficiency can be increased by avoiding the usage of integrated data to analyze an organization's day-to-day activities.

Question 46

In distributed systems, applications processing is distributed across multiple computing devices.

Question 47

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

Question 48

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 49

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

Question 50

SAP and Oracle are the highest ranked ERP vendors in the market.

Question 51

Gap identification is a major task when implementing enterprise systems.

Question 52

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

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

Question 53

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

Question 54

Which of the following information systems eliminates data duplication and carefully manages changes to duplicated data to maintain consistency?

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

Question 55

Inter-enterprise systems can solve the problems of workgroup information silos but not those of enterprise silos.

Question 56

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

A) Samsung accepts the 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 orders.
D) Nike uses Facebook and Twitter to generate buzz about its new line of running shoes.

Question 57

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

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

Question 58

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

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

Question 59

Which of the following workgroup processes is related to operations?

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

Question 60

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

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

Question 61

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

A) Enterprise
B) Inter-enterprise
C) Strategic
D) Reactive

Question 62

Supply chain management is an example of a(n) ________.

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

Question 63

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 64

________ is the activity of altering existing and designing new 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 65

Which of the following statements is True about 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 66

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 67

________ is a suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.

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

Question 68

When an organization has inconsistent duplicated data, it is said to have a(n) ________.

A) information silo
B) data integrity problem
C) error of omission
D) data segregation problem

Question 69

________ are predesigned procedures for using software products.

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

Question 70

Tony requests a credit approval of $25,000. Instead, he gets $15,000 approved as customer credit. Which of the following problems caused by information silos is most likely the reason behind it?

A) data duplication
B) isolated decisions
C) limited information
D) disjointed processes

Question 71

Which of the following is a characteristic of an inter-enterprise information system?

A) Its 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 72

Information systems improve process quality by ________.

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

Question 73

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

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

Question 74

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

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

Question 75

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

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

Question 76

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

Question 77

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 78

The two dimensions of process quality are ________.

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

Question 79

A(n)________ 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.

A) business process reengineering
B) customer relationship management
C) enterprise resource planning
D) customer lifecycle management

Question 80

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

A) The procedures are understood within the group but not documented.
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.