Deck 4: Measuring the Success of Strategic Initiatives

Question 1

According to Peter Drucker,what are managers who do things right addressing?

A) Efficiency
B) Effectiveness
C) Both efficiency and effectiveness
D) Customer metrics

Answer 1

A
Explanation: "Doing things right" addresses efficiency.

Question 2

According to Peter Drucker,what are managers who do the right things addressing?

A) Efficiency
B) Effectiveness
C) Both efficiency and effectiveness
D) Customer metrics

Answer 2

B
Explanation: "Doing the right things" addresses effectiveness.

Question 3

Which of the following is not a type of efficiency MIS metric?

A) Transaction speed
B) System availability
C) Usability
D) Throughput

Answer 3

C
Explanation: Usability is an effectiveness MIS metric.

Question 4

Which of the following is not a typical CRM metric?

A) Sales metrics
B) Service metrics
C) Marketing metrics
D) Inventory metrics

Question 5

Which of the following is not a type of effectiveness MIS metric?

A) Customer satisfaction
B) Conversion rates
C) Financial
D) Response time

Question 6

What is eBay constantly benchmarking?

A) MIS projects for efficiency only
B) MIS projects for effectiveness only
C) MIS projects for efficiency and effectiveness
D) All of these

Question 7

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?

A) The balanced cycle time
B) Porter's five forces
C) Porter's three generic strategies
D) The balanced scorecard

Question 8

What type of metrics includes number back order,customer order promised cycle time,and customer order actual cycle time?

A) CRM metrics
B) SCM metrics
C) BPR metrics
D) ERP metrics

Question 9

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

A) Upper right-hand corner
B) Lower right-hand corner
C) Upper left-hand corner
D) Lower left-hand corner

Question 10

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

A) IT efficiency
B) IT effectiveness
C) Key performance indicators
D) None of these

Question 11

What type of metrics measure throughput,speed,and availability?

A) Efficiency MIS metrics
B) Effectiveness MIS metrics
C) All of these
D) None of these

Question 12

What do most companies measure to determine the success of their websites?

A) Throughput
B) Speed
C) Traffic
D) Availability

Question 13

What 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?

A) Click-through
B) Cookie
C) Banner ad
D) Interactivity

Question 14

Which term is used to describe the ease with which people perform transactions and/or find information?

A) Usability
B) Customer satisfaction
C) Financial
D) Conversion rates

Question 15

What types of metrics measure customer satisfaction?

A) Efficiency MIS metrics
B) Effectiveness MIS metrics
C) Both efficiency and effectiveness MIS metrics
D) None of these

Question 16

What type of metrics includes number of marketing campaigns,new customer retention rates,and number of feedbacks by marketing campaign?

A) CRM metrics
B) SCM metrics
C) BPR metrics
D) ERP metrics

Question 17

Which of the following is a type of SCM metric?

A) Customer order promised cycle time
B) Customer order actual cycle time
C) Inventory replenishment cycle time
D) All of these

Question 18

What is measured by such benchmarks as satisfaction surveys,percentage of existing customers retained,and increases in revenue dollars per customer?

A) Usability
B) Customer satisfaction
C) Financial
D) Conversion rates

Question 19

What type of metrics includes number of prospective customers,number of new customers,and number of retained customers?

A) CRM metrics
B) SCM metrics
C) BPR metrics
D) ERP metrics

Question 20

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

A) Number of visits to a website
B) Number of abandoned registrations
C) Number of abandoned shopping carts
D) All of these

Question 21

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.

Question 22

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

Question 23

A(n)___________________ is an unfilled customer order.

Question 24

The balanced scorecard was developed by Drs.Robert Kaplan of the Harvard Business School and David Norton.Which systems does the balanced scorecard measure?

A) CRM and ERP
B) BPR and ERP
C) SCM and ERP
D) SCM and CRM

Question 25

_________ focuses on the extent to which an organization is using its resources in an optimal way.

Question 26

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

Question 27

________ are baseline values the system seeks to attain.

Question 28

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

Question 29

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

Question 30

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.

Question 31

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?

A) Best practice is to track and analyze no more than two (plus or minus two) metrics.
B) Best practice is to track and analyze no more than five (plus or minus two) metrics.
C) Best practice is to track and analyze no more than seven (plus or minus two) metrics.
D) None of these, as it depends on the type of industry.

Question 32

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

Question 33

A large amount of website _______ does not necessarily indicate large sales.

Question 34

Web _________ includes a host of benchmarks,such as the number of page-views,the number of unique visitors,and the average time spent viewing a web page.

Question 35

Measuring the amount of website traffic is the best way to determine a website's success.

Question 36

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?

A) The leading perspective
B) The internal business process perspective
C) The customer perspective
D) The financial perspective

Question 37

Benchmarks are baseline values the system seeks to attain.

Question 38

Effectiveness MIS metrics include throughput,speed,and availability.

Question 39

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

Question 40

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

Question 41

Explain the difference between efficiency and effectiveness.

Question 42

Describe how an organization should determine the efficiency and effectiveness of its website.

Question 43

Define the relationship between benchmarks and benchmarking.

Question 44

Explain the interrelationships of efficiency and effectiveness metrics.