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Full Using Mis 6Th Edition Kroenke Test Bank Online PDF All Chapter
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Using MIS, 6e (Kroenke)
Chapter 7 Processes, Organizations, and Information Systems
True/False Questions
1) Both structured processes and dynamic processes are formally defined processes.
Answer: FALSE
Page Ref: 228
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
4) Structured processes are adaptive processes that change structure rapidly and readily.
Answer: FALSE
Page Ref: 228
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
1
Copyright © 2014 Pearson Education, Inc.
6) Using social networking sites to generate buzz about a company's new product line is an
example of a dynamic process.
Answer: TRUE
Page Ref: 228
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
8) A workgroup process exists to enable workgroups to fulfill the charter, purpose, and goals of a
particular group or department.
Answer: TRUE
Page Ref: 228
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
9) Lead generation and lead tracking are processes concerning the sales and marketing
department.
Answer: TRUE
Page Ref: 229
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
10) Order and account tracking are business processes concerning the operations department.
Answer: FALSE
Page Ref: 229
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
2
Copyright © 2014 Pearson Education, Inc.
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.
Answer: FALSE
Page Ref: 229
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
12) The procedures for using workgroup information systems need to be understood only by the
IT department of an organization.
Answer: FALSE
Page Ref: 229
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
14) Enterprise processes span an organization and support activities in multiple departments.
Answer: TRUE
Page Ref: 230
AACSB: Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
15) The solutions to problems in an enterprise system usually involve a single department of the
organization.
Answer: FALSE
Page Ref: 230
AACSB: Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
3
Copyright © 2014 Pearson Education, Inc.
16) CRM is an example of a structured inter-enterprise information system.
Answer: FALSE
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
17) In inter-enterprise information systems, procedures are simple and generally not documented
or formalized in any way.
Answer: FALSE
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
4
Copyright © 2014 Pearson Education, Inc.
21) Adding process resources increases process effectiveness, but it adds costs.
Answer: TRUE
Page Ref: 232
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 2
22) Changing the structure of a process always involves a change in resources as well, even if it
is only a simple reordering of tasks.
Answer: FALSE
Page Ref: 232
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 2
23) Information systems improve process quality by augmenting the actions of the human who
performs that activity.
Answer: TRUE
Page Ref: 232
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 2
24) An information silo is a condition that exists when data are isolated in separated information
systems.
Answer: TRUE
Page Ref: 233
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
25) Workgroups can develop information systems for their own needs, but, over time, they
would result in information silos.
Answer: TRUE
Page Ref: 233
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
5
Copyright © 2014 Pearson Education, Inc.
26) The problems of duplicated data, disjointed systems, limited information, and inefficiencies
are solved by spreading the data across multiple databases.
Answer: FALSE
Page Ref: 234
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
27) Business process reengineering is the activity of altering and designing business processes to
take advantage of new information systems.
Answer: TRUE
Page Ref: 238
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 4
29) 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.
Answer: FALSE
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
30) Relationship management processes increase the value of existing customers by selling them
more product.
Answer: TRUE
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
6
Copyright © 2014 Pearson Education, Inc.
31) CRM systems incorporate accounting, manufacturing, inventory, and human resources
applications.
Answer: FALSE
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
33) 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.
Answer: FALSE
Page Ref: 245
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
34) Converting to an ERP system is not nearly as disruptive as converting to an EAI system.
Answer: FALSE
Page Ref: 246
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
35) An ERP solution consists of application programs, databases, and business process
procedures, but does not contain training and consulting.
Answer: FALSE
Page Ref: 246
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
7
Copyright © 2014 Pearson Education, Inc.
36) Choosing an ERP solution that has applications that function close to the organization's
requirements is critical to its successful implementation.
Answer: TRUE
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
37) An ERP solution includes a database design as well as initial configuration data.
Answer: TRUE
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
38) A trigger is a computer program stored in a database that is used to enforce business rules.
Answer: FALSE
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
39) Triggers and stored procedures are not components of an ERP solution.
Answer: FALSE
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
40) The inherent processes that are defined in an ERP solution are known as process blueprints.
Answer: TRUE
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
8
Copyright © 2014 Pearson Education, Inc.
41) ERP vendors sometimes train an organization's employees to become in-house trainers in
training sessions called train the trainer.
Answer: TRUE
Page Ref: 248
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
42) Industry-specific solutions contain program and database configuration files, but not the
process blueprints that apply to ERP implementations in specific industries.
Answer: FALSE
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
43) Epicor and Microsoft Dynamics are the highest ranked ERP vendors in the market.
Answer: FALSE
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
9
Copyright © 2014 Pearson Education, Inc.
46) Transitioning to a new enterprise system requires careful planning and substantial training.
Answer: TRUE
Page Ref: 250
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 6
48) A service provider creates a service description and publishes it using a standardized
language called HyperText Markup Language (HTML).
Answer: FALSE
Page Ref: 252
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 7
49) 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.
Answer: TRUE
Page Ref: 252
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 7
50) The number of ERP solutions moving to the cloud is expected to increase because of its low
costs.
Answer: TRUE
Page Ref: 253
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 8
10
Copyright © 2014 Pearson Education, Inc.
Multiple Choice Questions
1) ________ are formally defined, standardized processes that involve day-to-day operations.
A) Dynamic processes
B) Unstructured processes
C) Structured processes
D) Kinetic processes
Answer: C
Page Ref: 228
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
3) ________ 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
Answer: B
Page Ref: 228
AACSB: Use of Information Technology; Communication Abilities
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
11
Copyright © 2014 Pearson Education, Inc.
4) 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.
Answer: D
Page Ref: 228
AACSB: Analytic Skills
Difficulty: Moderate
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 1
13
Copyright © 2014 Pearson Education, Inc.
11) 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
Answer: D
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
12) 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.
Answer: D
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
13) ________ processes span an organization and support activities in multiple departments.
A) Enterprise
B) Interenterprise
C) Strategic
D) Reactive
Answer: A
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
14) 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.
Answer: C
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
14
Copyright © 2014 Pearson Education, Inc.
15) 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
Answer: C
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
16) 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.
Answer: A
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
15
Copyright © 2014 Pearson Education, Inc.
18) The two dimensions of process quality are ________.
A) efficiency and effectiveness
B) performance and reliability
C) conformance and durability
D) perception and serviceability
Answer: A
Page Ref: 231
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 2
20) Process ________ is a measure of how well a process achieves organizational strategy.
A) efficiency
B) conformance
C) effectiveness
D) reliability
Answer: C
Page Ref: 231
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 2
23) 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
Answer: B
Page Ref: 233
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
24) 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
Answer: D
Page Ref: 233
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
17
Copyright © 2014 Pearson Education, Inc.
25) ________ 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
Answer: B
Page Ref: 238
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 4
27) ________ 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
Answer: B
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
18
Copyright © 2014 Pearson Education, Inc.
28) 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
Answer: C
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
29) 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
Answer: C
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
30) 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
Answer: A
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
19
Copyright © 2014 Pearson Education, Inc.
31) ________ 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
Answer: A
Page Ref: 240
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
20
Copyright © 2014 Pearson Education, Inc.
34) Which of the following statements is true of enterprise application integration?
A) It leads to data duplication because each application has its own database.
B) It connects system "islands" via a new layer of software.
C) It leverages existing systems, and enhances the capabilities of functional applications.
D) It prevents existing applications from communicating and sharing data.
Answer: B
Page Ref: 245
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
21
Copyright © 2014 Pearson Education, Inc.
37) A(n) ________ is a computer program stored within a database that runs to keep the database
consistent when certain conditions arise.
A) stored procedure
B) index
C) trigger
D) transaction
Answer: C
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
39) The inherent processes defined in an ERP solution are known as ________.
A) database transactions
B) stored procedures
C) transaction logs
D) process blueprints
Answer: D
Page Ref: 247
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
22
Copyright © 2014 Pearson Education, Inc.
40) ERP vendors train an organization's employees, called Super Users, to become in-house ERP
trainers in training sessions called ________.
A) train the trainer
B) top-down training
C) on-the-job training
D) vestibule training
Answer: A
Page Ref: 248
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
41) ERP training falls into two broad categories, one of which is training on how to use the ERP
application software. Which of the following activities is a part of this category?
A) obtaining top-level management support
B) steps for using the applications to accomplish the activities in processes
C) dealing with employee resistance to the new system
D) preparing the organization for change
Answer: B
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
42) To reduce the substantial work that needs to be done to customize an ERP application to a
particular customer, ERP vendors provide ________.
A) service descriptions
B) industry-specific solutions
C) inherent processes
D) DIY modules
Answer: B
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
23
Copyright © 2014 Pearson Education, Inc.
43) The top two ranked ERP vendors are ________.
A) Epicor and Oracle
B) Oracle and SAP
C) Microsoft Dynamics and Infor
D) Microsoft Dynamics and SAP
Answer: B
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
44) The four major ERP products of ________ are AX, Nav, GP, and Solomon.
A) Oracle
B) SAP
C) Microsoft Dynamics
D) Epicor
Answer: C
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
45) ERP vendor Infor acquired which of the following ERP products?
A) Solomon
B) GP
C) Epicore 9
D) Baan
Answer: D
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
49) Which of the following is an effective technique to overcome employee resistance when
implementing
new enterprise systems?
A) giving employees ultimatums and deadlines
B) paying employees straight-out for transitioning to the new system
C) coercing employees to learn the new system
D) training employees on the successful use of the new system
Answer: D
Page Ref: 251
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 6
25
Copyright © 2014 Pearson Education, Inc.
50) ________ refers to a person's belief that he or she can be successful at his or her job.
A) Self-appraisal
B) Self-actualization
C) Self-efficacy
D) Self-aggrandizement
Answer: C
Page Ref: 251
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 6
26
Copyright © 2014 Pearson Education, Inc.
53) ________ is one of the SOA protocols.
A) ISP
B) WND
C) OData
D) DLL
Answer: C
Page Ref: 252
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 7
54) Organizations like Oracle and SAP find it difficult to move toward low-cost cloud solutions
as ________.
A) cloud solutions are inefficient
B) they think cloud solutions are likely to disappear by the next decade
C) the cloud system is inaccessible through internet
D) they cannot walk away from the revenue of lucrative support contracts that they entail
Answer: D
Page Ref: 253
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 8
27
Copyright © 2014 Pearson Education, Inc.
Essay Questions
28
Copyright © 2014 Pearson Education, Inc.
4) Define enterprise information systems and describe its characteristics.
Answer: Enterprise information systems are information systems that span an organization and
support activities in multiple departments. They typically have hundreds to thousands of users.
Procedures are formalized and extensively documented; users undergo formal procedure
training. The solutions to problems in an enterprise system usually involve more than one
department. Because enterprise systems span many departments and involve potentially
thousands of users, they are very difficult to change.
Page Ref: 230
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 1
6) What are the two dimensions of process quality? How can organizations improve process
quality? How do information systems improve process quality?
Answer: The two dimensions of process quality are efficiency and effectiveness. Process
efficiency is a measure of the ratio of process outputs to inputs. Process effectiveness is a
measure of how well a process achieves organizational strategy.
Organizations can improve the quality (efficiency and/or effectiveness) of a process in one of
three ways:
- Change the process structure
- Change the process resources
- Change both
Information systems can be used to improve process quality by:
- Performing an activity
- Augmenting a human who is performing an activity
- Controlling process flow
Page Ref: 231
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 2
29
Copyright © 2014 Pearson Education, Inc.
7) List the problems associated with information silos.
Answer: The problems associated with information silos include:
- Data duplication and data inconsistency
- Disjointed processes
- Limited information and lack of integrated information
- Organizational inefficiency
- Increased expense
Page Ref: 233
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
8) What is the fundamental problem of information silos? How can this problem be remedied?
Answer: The fundamental problem of information silos is that data are duplicated in isolated
systems. The most obvious fix is to integrate the data into a single database and revise
applications (and business processes) to use that database. Another remedy is to allow the
isolation, but to manage it to avoid problems.
Page Ref: 233-234
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Discuss the role of information systems in supporting business processes
Chapter LO: 3
9) What are the four phases of the customer life cycle? Briefly describe each phase.
Answer: The four phases of the customer life cycle include: marketing, customer acquisition,
relationship management, and loss/churn. Marketing sends messages to the target market to
attract customer prospects. When prospects order, they become customers who need to be
supported. Additionally, relationship management processes increase the value of existing
customers by selling them more product. Inevitably, over time the organization loses customers.
When this occurs, win-back processes categorize customers according to value and attempt to
win back high-value customers.
Page Ref: 239
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the functions of customer relationship management (CRM) systems
Chapter LO: 4
30
Copyright © 2014 Pearson Education, Inc.
10) Define ERP. What is the primary purpose of an ERP system?
Answer: Enterprise resource planning (ERP) 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. An ERP system is an information system based on ERP
technology. The primary purpose of an ERP system is integration; an ERP system allows the left
hand of the organization to know what the right hand is doing. This integration allows real-time
updates globally, whenever and wherever a transaction takes place. Critical business decisions
can then be made on a timely basis using the latest data.
Page Ref: 240
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
31
Copyright © 2014 Pearson Education, Inc.
12) Explain the nature of the database component of an ERP solution.
Answer: An ERP solution includes a database design as well as initial configuration data. It does
not, of course, contain the company's operational data. During development, the team must enter
the initial values for that data as part of the development effort. SAP, the leading vendor of ERP
solutions, provides ERP databases that contain over 15,000 tables. The design includes the
metadata for those tables, as well as their relationships to each other, and rules and constraints
about how the data in some tables must relate to data in other tables. The ERP solution also
contains tables filled with initial configuration data.
Large organizational databases contain two types of program code. The first, called a trigger, is a
computer program stored within the database that runs to keep the database consistent when
certain conditions arise. The second, called a stored procedure, is a computer program stored in
the database that is used to enforce business rules. An example of such a rule would be never to
sell certain items at a discount. Triggers and stored procedures are also part of the ERP solution.
Much of this program code needs to be configured during the ERP implementation as well.
Page Ref: 249
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 5
14) What are the four challenges of implementing new enterprise systems?
Answer: The four primary challenges or factors affecting implementation of enterprise systems:
- Collaborative management
- Requirements gaps
- Transition problems
- Employee resistance
Page Ref: 250
AACSB: Use of Information Technology
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 6
32
Copyright © 2014 Pearson Education, Inc.
15) How should organizations manage employee resistance to change, in the context of new
enterprise systems?
Answer: First, senior-level management needs to communicate the need for the change to the
organization, and reiterate this, as necessary, throughout the transition process. Second,
employees fear change because it threatens self-efficacy, which is a person's belief that he or she
can be successful at his or her job. To enhance confidence, employees need to be trained and
coached on the successful use of the new system. Word-of-mouth is a very powerful factor, and
in some cases, key users are trained ahead of time to create positive buzz about the new system.
Video demonstrations of employees successfully using the new system are also effective. Third,
employees may need to be given extra inducement to change to the new system. Implementing
new enterprise systems can solve many problems and bring great efficiency and cost savings to
an organization, but it is not for the faint of heart.
Page Ref: 251
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 6
16) What is SOA? Define encapsulation, Web service, and service description.
Answer: Service-oriented architecture (SOA) is a software design philosophy in which activities
are organized into modules of functionality called Web services that are requested and delivered
over the Internet using SOA standards.
The production of the service is encapsulated. This means that the methodology and location of
the service is private. Users of the service do not know how or where the service is performed,
and they need not know.
A Web service is an encapsulated software service provided over the Internet using standard
protocols.
A service provider creates a service description, which documents how to use the service, and
publishes that description using a standardized language called Web Service Description
Language (WSDL).
Page Ref: 252
AACSB: Use of Information Technology
Difficulty: Moderate
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 7
33
Copyright © 2014 Pearson Education, Inc.
Another random document with
no related content on Scribd:
Eliza Ripley
During that visit I went to the cemetery Decoration Day. Mind you,
I have seen about forty Decoration days, North—but this one in my
own Southland, among my own beloved dead, has been the only
Decoration Day I have ever seen in a cemetery. (I wish my feelings
were not quite so strong.) Phine and I stood beside the tomb that
contains the dust of Gen. Albert Sidney Johnston, a man I had
known well, a contemporary and valued friend of my father’s, a man
whose children and grandchildren were dear to me. We saw the
solemn procession file in, and halt a little beyond us. The band
played “Nearer, My God, to Thee,” and hundreds of voices joined in
the musical prayer. I could not sing, I never could, but I could weep,
and my eyes were not the only moist ones in the assembly. Such a
throng of sober, sad people there was, such a lot of veterans, many
in shabby, weather-stained gray, that bore evidence of hard
service....
Phine had kept track of the people from whom I had been so long
separated that age had obliterated means by which I could recognize
them. As a veteran, in the shabby old gray (I felt like taking everyone
such by the hand), approached, Phine caught my arm and
whispered “Douglas West,” and at the same moment his eye met
mine with a flash of recognition. I had not seen Douglas for over
thirty years. And weren’t we glad to meet? on that ground, too, so
sacred to both of us. And didn’t we meet and meet and talk and talk,
many times thereafter, in Phine’s dear little parlor on Carondelet
Street? Indeed, we did.
Later on, Phine whispered, “You knew that man, I’ll tell you who he
is after he passes us.” A quite tottering, wrinkled, old man passed. I
gave him a good stare, shook my head. I did not know, nor think I
ever had known him. It was A. B. Cammack—who would have
believed it? He was a bachelor in 1850, the time when I thought a
man of thirty was an old man. We happened to be fellow passengers
on that fashionable A No. 1 steamboat, Belle Key. I was a frisky
young miss, and Mr. Cammack was, as I say, an old bachelor. He did
not know, nor want to know anybody on the boat, but it happened he
was introduced to our small party, at the moment of sailing, so we
had a reluctant sort of bowing acquaintance for the first day or so.
Broderie Anglaise was all the rage. Any woman who had time for
frivolité, as the Creoles called tatting, was busy working eyelets on
linen. Of course I had Broderie, too. Mr. Cammack gradually thawed,
and brought a book to read to me while my fingers flew over the
fascinating eyelets. The book, I distinctly remember, was “Aunt
Patsy’s Scrap Bag,” a medley of silly nonsensical stuff, written by a
woman so long dead and so stupid while she lived that nobody even
hears of her now, but Mr. Cammack was immensely entertaining and
witty, and we roared over that volume, and his comments thereon. I
have often dwelt on that steamboat episode, but I doubt if it ever
gave him a moment’s thought. I really think if it had been like my
meeting with Douglas West we might have had quite a bit of fun,
living again that week on the Belle Key. A hearty laugh, such as we
had together, so many years before, might have smoothed some of
the wrinkles from his careworn face, and a few crow’s feet out of
mine. But he never knew, possibly would not have cared if he had
known, that we almost touched hands in the crowd on that
Decoration Day.
On and on we strolled, past a grand monument to the memory of
Dr. Choppin, whom I knew so well, and loved too, girl fashion, when
he was twenty, and who sailed away, boy fashion, to complete his
medical education in Paris. Maybe if we had met, in the flesh, on that
Decoration Day, it might have been a la Cammack. We never did
meet, after that memorable sailing away, but he has a tender niche
in my heart even yet, and I was pleased to see some loving hand
had decorated that sacred spot....
Phine and I strolled about after the ceremonies were completed.
She had a toy broom and a toy watering pot in the keeper’s cottage,
and was reluctant to leave before she had straightened and
freshened the bouquets we had placed on the tombs of the dead she
loved, and swept away the dust, and watered the little grass border
again.
A year ago she herself fell asleep and was laid to rest in the lovely
cemetery, and with her death the last close tie was broken that
bound me to New Orleans.
Eliza Moore, tenth of the twelve children of Richard Henry and
Betsey Holmes Chinn, was born in Lexington, Kentucky, on the first
day of February, 1832.
Three years later Judge Chinn moved his family to New Orleans,
where he continued the practice of law until his death in ’47.
On August 24, 1852, Eliza Chinn and James Alexander McHatton
were married in Lexington, and for ten years thereafter they lived at
Arlington plantation on the Mississippi, a few miles below Baton
Rouge, leaving hastily in ’62, upon the appearance of Federal
gunboats at their levee.
During the remainder of the war they lived almost continuously in
army ambulances, convoying cotton from Louisiana across Texas to
Mexico.
In February, 1865, they went to Cuba, and lived there until the
death of Mr. McHatton, owning and operating, with mixed negro and
coolie labor, a large sugar plantation—“Desengaño.”
After her return to the United States Mrs. McHatton was married to
Dwight Ripley, July 9, 1873, and the remainder of her life was
passed in the North. In 1887 Mrs. Ripley published “From Flag to
Flag”—a narrative of her war-time and Cuban experiences, now out
of print.
The reminiscences which make up the present volume have been
written at intervals during the last three or four years. The final
arrangements for their publication were sanctioned by her the day
before she passed away—on July 13, 1912, in the eighty-first year of
her age.
E. R. N.
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