Deck 2: Major Business Initiatives: Gaining Competitive

Question 1

What is smack shopping according to Mark McGuire?

A)Online shopping
B)Traditional shopping with online customer support
C)Online shopping with a quick turnaround sale to an auction site
D)Online collaborative shopping by groups of customers

Answer 1

D

Question 2

Which term describes a business' approach to offering multiple ways in which customers can interact with it?

A)Customer relationship management (CRM)
B)Customer collaborative systems (CCS)
C)Multi-channel service delivery
D)Multi-path convergence

Answer 2

C

Question 3

For a moment,imagine yourself visiting your local florist to order flowers for a party you were preparing for.The florist,however,did not have the type of flower arrangement you hoped for but the florist was able to immediately find,order and deliver this arrangement directly to your home from their supplier.What kind of relationship does this represent?

A)An information partnership
B)A collaborative business
C)Dynamic communication
D)Customer sharing

Answer 3

A

Question 4

Which of the following systems uses information about customers to gain insights into their needs,wants,and behaviors in order to serve them better?

A)Supply chain management (SCM)
B)Transaction information processing (TIP)
C)Enterprise resource management (ERP)
D)Customer relationship management (CRM)

Question 5

If you were to purchase a car before it was manufactured and the assembly of that car was dictated by your requirements,you would be utilizing which type of manufacturing process?

A)Customer-driven manufacturing
B)Just-in-time manufacturing
C)Customized construction
D)Transaction-based production

Question 6

What is a fundamental goal of CRM systems?

A)To provide customers with information partnerships
B)To lower the costs of maintain inventory systems
C)To manage and track customer interactions
D)To manage,track,and supply products and services to customers in a timely manner

Question 7

Customer relationship management (CRM)systems include which of the following functions?

A)Sales force automation
B)Customer service and support
C)Marketing campaign management and analysis
D)All of the above

Question 8

Is CRM software?

A)No,it is a total business objective consisting of hardware,software,processes,and goals
B)Yes,it is the software solutions that make up a CRM system
C)CRM is a process,not IT
D)CRM is a way of thinking supported by the culture of business people and customers

Question 9

Which of the following activities tracks inventory and information among business processes and across companies?

A)Supply chain management (SCM)
B)Enterprise resource management (ERM)
C)Business intelligence (BI)
D)Distribution information systems (DIS)

Question 10

Which of the following is a method for producing or delivering a product or service just at the time the customer wants it?

A)Direct sales
B)Just-in-time manufacturing
C)Hyper manufacturing
D)Immediate production

Question 11

What is the primary focus of supply chain management (SCM)?

A)Overall cost leadership
B)Bottom-line initiative
C)Run-grow-transform
D)Overall cost leadership and bottom-line initiative

Question 12

One function in CRM is the sales force automation (SFA)system.What is its purpose?

A)To track all the steps in the sales process
B)To track the movements of salespeople so that,at any moment,the company can determine where they are located
C)To track products as they move from inventory to the customer
D)To tracks the sales process and the movement of people and products

Question 13

The complexity of SCM is supported by technology.Which intricate SCM activity needs strong monitoring by SCM systems?

A)Multi-channel service delivery
B)Customer tracking
C)Inter-modal transportation
D)Sales force tracking

Question 14

In contemporary business,success depends on minimizing the _____ in an attempt to reduce the costs of producing and selling products or services.

A)Level of internal communications
B)Level of customer support
C)Distribution chain
D)Complexity of needed information technology

Question 15

Which of the following results from a well-designed supply chain management system?

A)Enhanced fulfillment of supplies needed for production
B)Minimizing transportation costs
C)The smooth production of products
D)Well-designed SCM systems can enhance any of these stated activities

Question 16

In relation to SCM,what is an information partnership?

A)Sharing production information with potential customers
B)Two or more companies cooperating by integrating their IT systems
C)Competitive suppliers providing production schedules to the manufacturer
D)Functional areas within your business sharing information

Question 17

Which type of software dominates the supply chain management (SCM)environment?

A)Transaction processing
B)E-collaboration
C)Front office systems
D)Enterprise resource planning

Question 18

Which type of transportation uses multiple channels to transport products from the manufacturing location to the customer destination?

A)Hyper
B)Divergent
C)Inter-modal
D)Complex

Question 19

What is a distribution chain?

A)The path a product follows once it leaves the warehouse
B)The business partners involved with supplying and distributing products or services
C)The path a product or service follows from the originator of it to the consumer
D)The distribution list for e-communications established for any product or service

Question 20

What is the difference between SCM and CRM?

A)CRM records information about products and services; SCM records information about customers
B)CRM stores and processes transactional information; CRM stores and process business intelligence
C)SCM manages product information; CRM manages customer information
D)CRM records and processes operational data; SCM records and processes tactical information

Question 21

What type of technology is needed to support integrated collaborative work environments,knowledge management,social networking,e-learning,and open-source collaboration?

A)ERP
B)V-systems
C)ICE
D)E-collaboration

Question 22

Which type of information system manages a document through all the stages of its processing?

A)Word processing system
B)Database management system
C)File management system
D)Document management system

Question 23

Which of the following systems primarily concentrates on the customer?

A)CRM
B)ERP
C)SCM
D)CCM

Question 24

What is the difference between front and back office systems?

A)Front office systems are external systems; back office systems are internal
B)Front office systems are Web based; back office systems are built on database systems
C)Front office systems process information in the beginning of a customer's transaction; back office systems process information at the end of the customer's transaction
D)Front office systems focus on getting the sale; back office systems focus on follow-up

Question 25

IT supports CRM with front and back office systems.Which statement describes a front office system?

A)The notepad that salespeople use to record customer information while at the customer site
B)The computer interfaces that collect customers' information and sends it to the main information system
C)The computer systems that process customer orders and other customer information
D)The systems that interact with the supply chain management systems

Question 26

According to the authors,which information technology will change the face of business with respect to finding and making new contacts and facilitating learning?

A)Wiki
B)V-learning and e-communication
C)Social networking and e-learning
D)Webcasting and podcasting

Question 27

Which type of system supports the capturing,organizing,and dissemination of knowledge throughout the organization?

A)Database management (DBM)system
B)Knowledge management (KM)system
C)Business Intelligence (BI)system
D)Brainpower.com

Question 28

What is a Wiki?

A)A product,such as a Webkinz,who is tied to a virtual life through the manufacturer
B)A Web site that allows you to create,change,or eliminate content
C)A reference site for technical information related to the Web; the sites are usually geared towards e-learning
D)Technology that supports virtual relationships and social networking

Question 29

Do businesses use social networking systems?

A)Not during business hours or with organizational systems
B)Contemporary businesses provide space in their systems for socializing but time and space is limited and monitored
C)Yes,to connect to influential people from outside your immediate environment or organization
D)Social networking systems are an emerging technology whose potential is still unknown

Question 30

Which of the following terms is used to define all the steps or business rules,from beginning to end,required for a business process?

A)Business conventions
B)Workflow
C)Work method
D)Organizational practice

Question 31

Which type of system facilitates the automation and management of business processes?

A)E-systems
B)Workflow
C)Alliance
D)Integrated

Question 32

What term is used to describe teams whose members are located in varied geographical locations and whose work is supported by specialized ICE software?

A)Virtual team
B)Innovative crews
C)E-teams
D)ICEware

Question 33

Which type of system improves the performance of teams by supporting the sharing and flow of information?

A)E-communication
B)E-messaging
C)Workflow
D)Collaborative

Question 34

If you were to create,read,or respond to a blog on Facebook,you would be working with which of the following applications?

A)Knowledge management
B)Social networking site
C)E-Communication
D)E-Community

Question 35

What is an e-learning tool?

A)Online testing environments
B)Wizards that accompany applications
C)Online encyclopedias
D)IT-enabled systems that facilitate learning

Question 36

What is the difference between a social networking site and a social networking system?

A)A social networking site is a physical location; asocial networking system is a virtual location
B)A social networking site is a virtual place to socialize; a social networking system is the tools that link you to people
C)A social networking is a local space; a social networking is a global space
D)The two phrases can be used interchangeably

Question 37

If you were working on a project with a team whose membership was spread out over the US,Europe,and Asia,you would probably be working on a(n)_____ team.

A)Multi-spectrum
B)Shared partnered
C)Cross-organizational
D)Virtual

Question 38

What of the following is not the primary focus of customer relationship management?

A)Bottom-line initiative (reducing operating costs)
B)Differentiation and focus (Porter's three generic strategies)
C)Top-line initiative (revenue enhancement)
D)Growing the organization (RGT framework)

Question 39

Which type of online environment supports virtual teams and the online activities they complete?

A)Integrated collaboration environments (ICEs)
B)V-systems
C)Wiki
D)Geographical information systems (GIS)

Question 40

The objective of a _____ system is to ensure that the knowledge contained within the minds of the employees is available to that organization.

A)Database management
B)Business intelligence
C)Information
D)Knowledge management

Question 41

What is open-source information?

A)Programming code that is available or open to customers
B)Information that is linked with the originator of the information and any related sources of information
C)Evolving information or information that can be edited by the community that uses it
D)Information that requires further investigation into its credibility

Question 42

If you rewarded employees for trying new technologies even if they prove to be unsuccessful,what would you be encouraging?

A)Increased risk of failure
B)Technology innovative failure
C)Emerging technology
D)Runaway trains

Question 43

What is the title for the person responsible for ensuring that information is used in an ethical way and that only the right people have access to certain types of information?

A)CPO (chief privacy officer)
B)CIO (chief information officer)
C)CTO (chief technology officer)
D)CSO (chief security officer)

Question 44

The IT ____ within an organization will determine the philosophical approach to IT development,deployment,and usage.

A)Strategic management team
B)Department
C)Leadership
D)Culture

Question 45

If every technology officer working for your organization reported to you,your title would be _____.

A)CTO (chief technology officer)
B)CSO (chief security officer)
C)CIO (chief information officer)
D)CPO (chief privacy officer)

Question 46

What is an enterprise resource planning (ERP)system?

A)An integrated software system for every functional area within an organization
B)A collaborative document management system that stores and manages documents needed by the entire organization
C)A database management system that maintains information on the information resources for the entire enterprise
D)A strategic planning methodology that promotes enterprise-wide planning rather than decentralized planning

Question 47

What is the title for the person responsible for the technical aspects of ensuring the security of information such as the development and use of firewalls,intranets,extranets,and anti-virus software?

A)CTO (chief technology officer)
B)CIO (chief information officer)
C)CPO (chief privacy officer)
D)CSO (chief security officer)

Question 48

What is the title for the person responsible for overseeing every aspect of an organization's information resource?

A)CIO (chief information officer)
B)CTO (chief technology officer)
C)CSO (chief security officer)
D)CPO (chief privacy officer)

Question 49

What is an advantage of being an early adopter of technology?

A)Increasing the competitive advantage of the organization
B)Enhancing the reputation of the organization
C)Cutting operational costs
D)Increasing productivity

Question 50

What is the advantage of being a late adopter of technology (wait-and-see organization)?

A)Minimizing wasted spending and loss of productivity
B)Increasing market share by grabbing disgruntled customers from the competition
C)Increasing overall revenues by cutting operational costs
D)Enhancing the reputation of the organization

Question 51

A _____ IT structure develops from decentralized IT functional units; these units support an individual department or functional area.

A)Fully-integrated
B)Top-down silo
C)Operational
D)Matrix

Question 52

The structure of IT develops from the culture within that organization and can develop into what type of approach?

A)Top-down silo
B)Matrix
C)Fully-integrated
D)Top-down silo,matrix,or fully-integrated

Question 53

If one of your responsibilities within an organization was to determine who had access to employee's social security ID,your title would probably be _____.

A)CIO (chief information officer)
B)CTO (chief technology officer)
C)CSO (chief security officer)
D)CPO (chief privacy officer)

Question 54

What is a legacy information system (LIS)?

A)A massive,outdated information system
B)A powerful DBMS that supports ERP
C)A Web-based information system that connects the information collected from distinct systems
D)A retired information system

Question 55

A _____ IT structure develops from a strong "command and control" management approach.

A)Fully-integrated
B)Matrix
C)Top-down silo
D)Most IT structures develop from a strong "command and control" management approach

Question 56

Which term describes an approach that produces or delivers a product or service just at the time the customer wants it?

A)Just-in-time
B)Supply chain
C)Distribution chain
D)Value chain

Question 57

Which of the following is not required of an ERP system?

A)Modular design
B)Decentralized database systems
C)Integrated functions
D)Internet-enabled

Question 58

What is the title for the person responsible for overseeing both the underlying IT infrastructure within an organization and the user-facing technologies?

A)CIO (chief information officer)
B)CPO (chief privacy officer)
C)CSO (chief security officer)
D)CTO (chief technology officer)

Question 59

A _____ IT structure develops from a centralized IT department; one that serves the whole organization and not just a piece of it.

A)Top-down silo
B)Fully-integrated
C)Matrix
D)Operational

Question 60

If you needed direct access to stored information from another functional area within your organization,what type of system would you need?

A)Legacy information system (LIS)
B)Data warehouse
C)Enterprise-wide database management system (E-DBM)
D)Enterprise resource planning system (ERP)

Question 61

Which of the following systems can perform sales lead tracking,contact management,and market analysis?

A)Sales force automation systems (SFA)
B)Customer relationship management systems (CRM)
C)Transaction processing systems (TPS)
D)Collaborative information systems (CIS)

Question 62

A supply chain management system automates inventory tracking but still requires that information be transferred manually.

Question 63

Which systems are typically used to support customers or sales?

A)Back office systems
B)Front office systems
C)Side office systems
D)Information sales systems

Question 64

The chief technology officer is responsible for overseeing both the underlying IT infrastructure within an organization and the user-facing technologies.

Question 65

The chief privacy officer is responsible for ensuring that only the people who should see information have access to that information.

Question 66

Which of the following is an IT system that supports the capturing,organization,and dissemination of knowledge?

A)Business process management system
B)Knowledge management system
C)Workflow system
D)Automatic workflow system

Question 67

The document management system manages a document through all the stages of its processing.

Question 68

Which systems are typically used to fulfill and support customer orders?

A)Back office systems
B)Front office systems
C)Side office systems
D)Information sales systems

Question 69

A back office system is used to fulfill and support customer orders.

Question 70

The distribution chain is simply the path followed from the distributor of a product or service to the end consumer.

Question 71

Information partnerships require the integration of IT systems from two or more independent companies.

Question 72

Enterprise resource planning (ERP)systems primarily support the strategic planning processes and the creation of tactical information.

Question 73

The chief information officer (CIO)is responsible for overseeing every aspect of an organization's information resource.

Question 74

Optimizing what keeps the cost of transporting materials as low as possible?

A)Logistics
B)Production
C)Cost and Price
D)Fulfillment

Question 75

Which of the following systems can be used to gain insights into the needs,wants,and behaviors of customers?

A)Sales force automation systems (SFA)
B)Customer relationship management systems (CRM)
C)Transaction processing systems (TPS)
D)Collaborative information systems (CIS)

Question 76

The IT structure determines the culture within an organization.

Question 77

An e-collaboration system supports integrated collaborative work environments,knowledge management,social networking,e-learning,and open-source collaboration.

Question 78

The chief security officer is responsible for the ethical use of information within an organization.

Question 79

Virtual teams work in an integrated collaboration environment (ICE).

Question 80

Optimizing what ensures that the right quantity of parts arrive at the right time for production or sale?

A)Logistics
B)Production
C)Cost and Price
D)Fulfillment