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

Answer: TRUE
Page Ref: 228
Difficulty: Easy
Chapter LO: 1
3) Placing an order is an example of a structured process.

Answer: TRUE
Page Ref: 228
Difficulty: Moderate
Chapter LO: 1
4) Structured processes are adaptive processes that change structure rapidly and readily.
Answer: FALSE
Page Ref: 228
Difficulty: Easy
Chapter LO: 1
5) Dynamic processes are more specific.

Answer: FALSE
Page Ref: 228
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 1
7) Dynamic processes support operational activities.

Answer: FALSE
Page Ref: 228
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 1
9) Lead generation and lead tracking are processes concerning the sales and marketing
department.
Answer: TRUE
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
10) Order and account tracking are business processes concerning the operations department.
Answer: FALSE
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
2
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
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
Difficulty: Easy
Chapter LO: 1
13) Workgroup information systems typically support 10 to 100 users.

Answer: TRUE
Page Ref: 229
Difficulty: Easy
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
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
Chapter LO: 1
3
16) CRM is an example of a structured inter-enterprise information system.
Answer: FALSE
Page Ref: 230
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 1
18) Inter-enterprise information systems support one or more inter-enterprise processes.

Answer: TRUE
Page Ref: 230
Difficulty: Easy
Chapter LO: 1
19) Process efficiency is a measure of the ratio of process outputs to inputs.

Answer: TRUE
Page Ref: 231
Difficulty: Easy
Chapter LO: 2
20) The structure of a process has no bearing on its efficiency.

Answer: FALSE
Page Ref: 231
Difficulty: Easy
Chapter LO: 2
4
21) Adding process resources increases process effectiveness, but it adds costs.
Answer: TRUE
Page Ref: 232
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 3
5
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 4
28) Business process reengineering is a quick process, but it is exceedingly expensive.

Answer: FALSE
Page Ref: 238
Difficulty: Easy
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
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
Difficulty: Easy
Chapter LO: 4
6
31) CRM systems incorporate accounting, manufacturing, inventory, and human resources
applications.
Answer: FALSE
Page Ref: 239
Difficulty: Easy
Course LO: Describe the uses of enterprise systems and enterprise resource planning
Chapter LO: 4
32) The primary purpose of an ERP system is integration.

Answer: TRUE
Page Ref: 241
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 5
7
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
Difficulty: Easy
Chapter LO: 5
37) An ERP solution includes a database design as well as initial configuration data.
Answer: TRUE
Page Ref: 247
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 5
39) Triggers and stored procedures are not components of an ERP solution.
Answer: FALSE
Page Ref: 247
Difficulty: Easy
Chapter LO: 5
40) The inherent processes that are defined in an ERP solution are known as process blueprints.
Answer: TRUE
Page Ref: 247
Difficulty: Easy
Chapter LO: 5
8
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 5
43) Epicor and Microsoft Dynamics are the highest ranked ERP vendors in the market.
Answer: FALSE
Page Ref: 249
Chapter LO: 5
44) In enterprise systems, a single department manager is in charge.

Answer: FALSE
Page Ref: 250
Difficulty: Easy
Chapter LO: 6
45) Gap identification is a major task when implementing enterprise systems.

Answer: TRUE
Page Ref: 250
Difficulty: Easy
Chapter LO: 6
9
46) Transitioning to a new enterprise system requires careful planning and substantial training.
Answer: TRUE
Page Ref: 250
Difficulty: Easy
Chapter LO: 6
47) Service-oriented architecture is a software design philosophy in which activities are

organized into modules of functionality that are requested and delivered over the Internet using
process-oriented architecture standards.
Answer: FALSE
Page Ref: 252
Difficulty: Easy
Chapter LO: 7
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
Difficulty: Easy
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
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
Difficulty: Easy
Chapter LO: 8
10
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
Difficulty: Easy
Chapter LO: 1
2) Which of the following is an example of a structured process?

A) deciding on the location of a new store
B) solving the problem of excessive product returns
C) purchasing raw materials
D) using social media to create buzz about a new product
Answer: C
Page Ref: 228
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
Difficulty: Easy
Chapter LO: 1
11
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
Chapter LO: 1
5) Which of the following is a characteristic of dynamic processes?

A) They are adaptive processes that change structure rapidly and readily.
B) They are usually formally defined and documented.
C) They support operational and managerial decisions and activities.
D) They are standardized processes.
Answer: A
Page Ref: 228
AACSB: Analytic Skills
Chapter LO: 1
6) Which of the following workgroup processes is related to sales and marketing?

A) lead tracking
B) order management
C) customer support
D) accounts receivable
Answer: A
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
7) Which of the following workgroup processes is related to operations?

A) account tracking
B) sales forecasting
C) finished-goods inventory management
D) treasury management
Answer: C
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
12
8) 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) planning and scheduling
Answer: D
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
9) Which of the following workgroup processes is related to customer service?

A) assessment
B) account tracking
C) sales forecasting
D) accounts payable
Answer: B
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
10) Which of the following workgroup processes is related to human resources?

A) lead tracking
B) customer support
C) assessment
D) order management
Answer: C
Page Ref: 229
Difficulty: Easy
Chapter LO: 1
13
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
Difficulty: Easy
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
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
Difficulty: Easy
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
Chapter LO: 1
14
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
Difficulty: Easy
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
Chapter LO: 1
17) ________ is an example of an inter-enterprise information system.

A) CRM
B) PRIDE
C) ERP
D) EAI
Answer: B
Page Ref: 230
Difficulty: Easy
Chapter LO: 1
15
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
Difficulty: Easy
Chapter LO: 2
19) ________ is a measure of the ratio of process outputs to inputs.

A) Process effectiveness
B) Process efficiency
C) Process conformance
D) Process reliability
Answer: B
Page Ref: 231
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 2
21) Information systems improve process quality by ________.

A) duplicating data
B) entirely replacing human activity
C) changing the work culture
D) controlling process flow
Answer: D
Page Ref: 232
Difficulty: Easy
Chapter LO: 2
16
22) 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
Answer: C
Page Ref: 233
Difficulty: Easy
Chapter LO: 3
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 3
17
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
Difficulty: Easy
Chapter LO: 4
26) ________ are predesigned procedures for using software products.

A) Inherent processes
B) Triggers
C) Modules
D) Service descriptions
Answer: A
Page Ref: 239
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 4
18
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
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 4
19
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
Difficulty: Easy
Chapter LO: 4
32) The primary purpose of an ERP system is ________.

A) customization
B) duplication
C) integration
D) customer acquisition
Answer: C
Page Ref: 241
Difficulty: Easy
Chapter LO: 4
33) Enterprise application integration is ________.

A) a suite of software applications that consolidates existing systems by providing layers of
software that connect applications together
B) a strategy that uses business process management to radically enhance the customer service
experience from any customer touchpoint
C) a suite of applications called modules, a database, and a set of inherent processes for
consolidating business operations into a single, consistent, computing platform
D) 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
Answer: A
Page Ref: 245
Difficulty: Easy
Chapter LO: 4
20
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
Chapter LO: 4
35) The major benefit of enterprise application integration is that it ________.

A) minimizes the requirement for formalized procedures
B) acts as a cost effective alternative to ERP, with greater capabilities
C) utilizes a centralized database
D) enables organizations to use existing applications
Answer: D
Page Ref: 245
Chapter LO: 4
36) An ERP solution does not include ________.

A) a database design
B) a company's operational data
C) initial configuration data
D) stored procedures
Answer: B
Page Ref: 247
Difficulty: Easy
Chapter LO: 5
21
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
Difficulty: Easy
Chapter LO: 5
38) A stored procedure is a ________.

A) program stored in a database that keeps the database consistent when certain conditions arise
B) history of actions executed by a database management system
C) computer program stored in a database that is used to enforce business rules
D) data structure that improves the speed of data-retrieval operations in a database
Answer: C
Page Ref: 247
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
Difficulty: Easy
Chapter LO: 5
22
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
Difficulty: Easy
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
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
Difficulty: Easy
Chapter LO: 5
23
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
Difficulty: Easy
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
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 5
46) Which ERP vendor acquired PeopleSoft and Siebel?

A) Oracle
B) Infor
C) Epicor
D) SAP
Answer: A
Page Ref: 249
Difficulty: Easy
Chapter LO: 5
24
47) When implementing new enterprise systems, usually the only solution for resolving process
issues and providing enterprise process management is ________.
A) develop committees and steering groups
B) reinforce employees' sense of self-efficacy
C) establish clear and absolute contractual guidelines
D) communicate the need for change to the employees
Answer: A
Page Ref: 250
Chapter LO: 6
48) ________ is a major task when implementing enterprise systems.

A) Virtualization
B) Encapsulation
C) Gap identification
D) Data duplication
Answer: C
Page Ref: 250
Difficulty: Easy
Chapter LO: 6
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
Chapter LO: 6
25
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
Difficulty: Easy
Chapter LO: 6
51) Flexible communication among distributed applications is possible because of a set of

standards that support a design philosophy known as ________.
A) business process modeling notation
B) service oriented architecture
C) enterprise application integration
D) cloud computing
Answer: B
Page Ref: 252
Difficulty: Easy
Chapter LO: 7
52) Which of the following is true of SOA?

A) It enables the requesting and releasing of cloud resources.
B) It has no access to cloud storage.
C) It has access to cloud storage but it cannot enable the releasing of cloud resources.
D) It allows cloud based application to follow their own standard and structure.
Answer: A
Page Ref: 252
Chapter LO: 7
26
53) ________ is one of the SOA protocols.
A) ISP
B) WND
C) OData
D) DLL
Answer: C
Page Ref: 252
Difficulty: Easy
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
Difficulty: Easy
Chapter LO: 8
27
Essay Questions
1) Define structured processes and list their characteristics.

Answer: Structured processes are formally defined, standardized processes that involve day-to-
day operations: accepting a return, placing an order, purchasing raw materials, and so forth.
Characteristics:
- Support operational and structured managerial decisions and activities
- Standardized
- Usually formally defined and documented
- Exceptions rare and not (well) tolerated
- Process structure changes slowly and with organizational agony
Page Ref: 228
Chapter LO: 1
2) Define dynamic processes and list their characteristics.

Answer: Dynamic processes are flexible, informal, and adaptive processes that normally involve
strategic and less unstructured managerial decisions and activities. Deciding whether to open a
new store location or how best to solve the problem of excessive product returns are examples,
as is using Twitter to generate buzz about next season's product line.
Characteristics:
- Support strategic and less structured managerial decisions and activities
- Less specific, fluid
- Usually informal
- Exceptions frequent and expected
- Adaptive processes that change structure rapidly and readily
Page Ref: 228
Chapter LO: 1
3) Define workgroup processes, enterprise processes, and inter-enterprise processes.

Answer: A workgroup process is a structured process that exists to enable workgroups to fulfill
the charter, purpose, and goals of a particular organizational unit. Enterprise processes are
structured processes that span an organization and support activities in multiple departments.
Inter-enterprise processes are structured processes that span two or more independent
organizations.
Page Ref: 228-230
Difficulty: Easy
Chapter LO: 1
28
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
Chapter LO: 1
5) Describe inter-enterprise information systems.

Answer: Structured inter-enterprise information systems are information systems that support
inter-enterprise processes. Such systems typically involve thousands of users, and solutions to
problems require cooperation among different, usually independently owned, organizations.
Problems are resolved by meeting, by contract, and sometimes by litigation. Data are often
duplicated between organizations, but such duplication is either eliminated (as will be done with
PRIDE) or is carefully managed. Because of their wide span, complexity, and use by multiple
companies, such systems can be exceedingly difficult to change. Supply chain management is a
classic example of an inter-enterprise information system.
Page Ref: 230
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
Chapter LO: 2
29
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
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
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
Chapter LO: 4
30
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
Difficulty: Easy
Chapter LO: 4
11) List the functions of enterprise application integration (EAI).

Answer: The functions of EAI are as follows:
- It connects system "islands" via a new layer of software/system.
- It enables existing applications to communicate and share data.
- It provides integrated information.
- It leverages existing systems-leaving functional applications as is, but providing an integration
layer over the top.
- It enables a gradual move to ERP.
Page Ref: 245
Chapter LO: 4
31
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
Chapter LO: 5
13) Describe the two categories of ERP training.

Answer: ERP vendors have developed training curricula and classes because of the complexity
and difficulty of implementing and using ERP solutions. ERP training falls into two broad
categories. The first category is training about how to implement the ERP solution. This training
includes topics such as obtaining top-level management support, preparing the organization for
change, and dealing with the inevitable resistance that develops when people are asked to
perform work in new ways. The second category is training on how to use the ERP application
software.
Page Ref: 248-249
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
Difficulty: Easy
Chapter LO: 6
32
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
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
Chapter LO: 7
33
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The Project Gutenberg eBook of Orders
conceived and published by the Lord Major and
Aldermen of the City of London, concerning the
infection of the plague
This ebook is for the use of anyone anywhere in the United States
and most other parts of the world at no cost and with almost no
restrictions whatsoever. You may copy it, give it away or re-use it
under the terms of the Project Gutenberg License included with this
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you are located before using this eBook.
Title: Orders conceived and published by the Lord Major and

Aldermen of the City of London, concerning the infection of
the plague
Creator: City of London . Court of Aldermen

City of London . Lord Mayor
Release date: February 12, 2024 [eBook #72934]
Language: English
Original publication: London: James Flesher, 1665
Credits: Daniel Lowe and the Online Distributed Proofreading Team

at https://www.pgdp.net (This file was produced from
images generously made available by The Internet Archive)
*** START OF THE PROJECT GUTENBERG EBOOK ORDERS

CONCEIVED AND PUBLISHED BY THE LORD MAJOR AND
ALDERMEN OF THE CITY OF LONDON, CONCERNING THE
INFECTION OF THE PLAGUE ***
ORDERS
CONCEIVED
AND
PUBLISHED
By
The Lord MAJOR and Aldermen of the City of
London,
concerning the Infection of the Plague.
Printed by James Flesher, Printer to the Honourable

City of London.
ORDERS
Conceived and published by the Lord Major and
Aldermen of the City of London, concerning the
infection of the Plague.
Whereas in the first Year of the Reign of our late Sovereign King
James of happy memory, an Act was made for the charitable relief
and ordering of Persons infected with the Plague: whereby Authority
was given to Justices of Peace, Majors, Bayliffs, and other Head-
Officers to appoint within their several Limits Examiners, Searchers,
Watchmen, Keepers, and Buriers for the Persons and Places
infected, and to minister unto them Oaths for the performance of
their Offices. And the same Statute did also authorize the giving of
other Directions, as unto them for the present necessity should seem
good in their discretions. It is now upon special consideration thought
very expedient for preventing and avoiding of infection of Sickness (if
it shall so please Almighty God) that these Officers following be
appointed, and these Orders hereafter duly observed.
Examiners to be appointed in every Parish.
First, it is thought requisite and so ordered, that in every Parish there
be one, two, or more persons of good sort and credit, chosen and
appointed by the Alderman, his Deputy, and Common-Councel of
every Ward, by the name of Examiners, to continue in that Office the
space of two Moneths at least: And if any fit Person so appointed,
shall refuse to undertake the same, the said parties so refusing, to
be committed to Prison until they shall conform themselves
accordingly.
The Examiners Office.

That these Examiners be sworn by the Alderman, to enquire and
learn from time to time what Houses in every Parish be visited, and
what persons be sick, and of what Diseases, as near as they can
inform themselves; and upon doubt in that case, to command
restraint of access, until it appear what the Disease shall prove: And
if they finde any person sick of the Infection, to give order to the
Constable that the House be shut up; and if the Constable shall be
found remiss or negligent, to give present notice thereof to the
Alderman of the Ward.
Watchmen.
That to every Infected House there be appointed two Watchmen,
one for the Day, and the other for the Night: And that these
Watchmen have a special care that no person goe in or out of such
infected Houses, whereof they have the Charge, upon pain of severe
punishment. And the said Watchmen to doe such further Offices as
the sick House shall need and require: And if the Watchman be sent
upon any business, to lock up the House and take the Key with him:
and the Watchman by day to attend until ten of the clock at night:
and the Watchman by night until six in the morning.
Searchers.
That there be a special care, to appoint Women-Searchers in every
Parish, such as are of honest reputation, and of the best sort as can
be got in this kind: And these to be sworn to make due search and
true report, to the utmost of their knowledge, whether the Persons,
whose bodies they are appointed to Search, do die of the Infection,
or of what other Diseases, as near as they can. And that the
Physicians who shall be appointed for cure and prevention of the
Infection, do call before them the said Searchers who are or shall be
appointed for the several Parishes under their respective Cares, to
the end they may consider whether they are fitly qualified for that
employment; and charge them from time to time as they shall see
cause, if they appear defective in their duties.
That no Searcher during this time of Visitation, be permitted to use
any publick work or imployment, or keep any Shop or Stall, or be
imployed as a Landress, or in any other common imployment
whatsoever.
Chirurgions.
For better assistance of the Searchers, for as much as there hath
been heretofore great abuse in misreporting the Disease, to the
further spreading of the Infection: It is therefore ordered, that there
be chosen and appointed able and discreet Chirurgions, besides
those that doe already belong to the Pest-house: amongst whom,
the City and Liberties to be quartered as the places lie most apt and
convenient: and every of these to have one quarter for his Limit: and
the said Chirurgions in every of their Limits to joyn with the
Searchers for the view of the body, to the end there may be a true
report made of the Disease.
And further, that the said Chirurgions shall visit and search such like
persons as shall either send for them, or be named and directed
unto them, by the examiners of every Parish, and inform themselves
of the Disease of the said parties.
And for as much as the said Chirurgions are to be sequestred from
all other Cures, and kept onely to this Disease of the Infection; It is
ordered, that every of the said Chirurgions shall have twelve-pence a
Body searched by them, to be paid out of the goods of the party
searched, if he be able, or otherwise by the Parish.
Nurse-keepers.
If any Nurse-keeper shall remove herself out of any infected House
before 28 daies after the decease of any person dying of the
Infection, the House to which the said Nurse-keeper doth so remove
herself shall be shut up until the said 28 daies be expired.
Orders concerning infected
Houses, and Persons sick of the Plague.
Notice to be given of the Sickness.

The Master of every House, as soon as any one in his House
complaineth, either of Botch or Purple, or Swelling in any part of his
body, or falleth otherwise dangerously sick, without apparent cause
of some other Disease, shall give knowledge thereof to the Examiner
of Health within two hours after the said sign shall appear.
Sequestration of the Sick.

As soon as any man shall be found by this Examiner, Chirurgion or
Searcher to be sick of the Plague, he shall the same night be
sequestred in the same house. And in case he be so sequestred,
then though he afterwards die not, the House wherein he sickned
shall be shut up for a Moneth, after the use of due Preservatives
taken by the rest.
Airing the Stuff.

For sequestration of the goods and stuff of the infected, their
Bedding, and Apparel, and Hangings of Chambers, must be well
aired with fire, and such perfumes as are requisite within the infected
House, before they be taken again to use: this to be done by the
appointment of the Examiner.
Shutting up of the House.

If any person shall have visited any man, known to be Infected of the
Plague, or entred willingly into any known Infected House, being not
allowed: the House wherein he inhabiteth, shall be shut up for
certain daies by the Examiners direction.
None to be removed out of Infected Houses, but, &c.

Item, that none be removed out of the House where he falleth sick of
the Infection, into any other House in the City, (except it be to the
Pest-house or a Tent, or unto some such House, which the owner of
the said visited House holdeth in his own hands, and occupieth by
his servants) and so as security be given to the Parish whither such
remove is made, that the attendance and charge about the said
visited persons shall be observed and charged in all the
particularities before expressed, without any cost of that Parish, to
which any such remove shall happen to be made, and this remove to
be done by night: And it shall be lawful to any person that hath two
Houses, to remove either his sound or his infected people to his
spare House at his choice, so as if he send away first his sound, he
may not after send thither the sick, nor again unto the sick the
sound. And that the same which he sendeth, be for one week at the
least shut up and secluded from company for fear of some infection,
at the first not appearing.
Burial of the dead.

That the Burial of the dead by this Visitation be at most convenient
hours, alwaies either before Sun-rising, or after Sun-setting, with the
privity of the Churchwardens or Constables, and not otherwise; and
that no Neighbours nor Friends be suffered to accompany the
Coarse to Church, or to enter the house visited, upon pain of having
his house shut up, or be imprisoned.
And that no Corps dying of Infection shall be buried or remain in any
Church in time of Common-Prayer, Sermon, or Lecture. And that no
children be suffered at time of burial of any Corps in any Church,
Church-yard, or Burying-place to come near the Corps, Coffin, or
Grave. And that all the Graves shall be at least six foot deep.
And further, all publick Assemblies at other Burials are to be forborn
during the continuance of this Visitation.
No infected Stuff to be uttered.

That no Clothes, Stuff, Bedding or Garments be suffered to be
carried or conveyed out of any infected Houses, and that the Criers
and Carriers abroad of Bedding or old Apparel to be sold or pawned,
be utterly prohibited and restrained, and no Brokers of Bedding or
old Apparel be permitted to make any outward Shew, or hang forth
on their Stalls, Shopboards or Windows toward any Street, Lane,
Common-way or Passage, any old Bedding or Apparel to be sold,
upon pain of Imprisonment. And if any Broker or other person shall
buy any Bedding, Apparel, or other Stuff out of any Infected house,
within two Moneths after the Infection hath been there, his house
shall be shut up as Infected, and so shall continue shut up twenty
daies at the least.
No person to be conveyed out of any infected House.

If any person visited do fortune, by negligent looking unto, or by any
other means, to come, or be conveyed from a place infected, to any
other place, the Parish from whence such Party hath come or been
conveyed, upon notice thereof given, shall at their charge cause the
said party so visited and escaped, to be carried and brought back
again by night, and the parties in this case offending, to be punished
at the direction of the Alderman of the Ward, and the house of the
receiver of such visited person to be shut up for twenty daies.
Every visited house to be marked.

That every House visited, be marked with a Red Cross of a foot long,
in the middle of the door, evident to be seen, and with these usual
Printed words, that is to say, Lord have mercy upon us, to be set
close over the same Cross, there to continue until lawful opening of
the same House.
Every visited House to be watched.

That the Constables see every house shut up, and to be attended
with Watchmen, which may keep them in, and minister necessaries
unto them at their own charges (if they be able,) or at the common
charge if they be unable: the shutting up to be for the space of four
Weeks after all be whole.
That precise order be taken that the Searchers, Chirurgions,
Keepers and Buriers, are not to pass the streets without holding a
red Rod or Wand of three foot in length in their hands, open and
evident to be seen, and are not to goe into any other house then into
their own, or into that whereunto they are directed or sent for, but to
forbear and abstain from company, especially when they have been
lately used in any such business or attendance.
Inmates.
That where several Inmates are in one and the same house, and any
person in that house happen to be infected; no other person or
family of such house shall be suffered to remove him or themselves
without a Certificate from the Examiners of Health of that Parish; or
in default thereof, the house whither he or they so remove, shall be
shut up as in case of Visitation.
Hackney Coaches.
That care be taken of Hackney Coachmen, that they may not (as
some of them have been observed to doe) after carrying of infected
persons to the Pesthouse, and other places, be admitted to common
use, till their Coaches be well aired, and have stood unimployed by
the space of five or six daies after such service.
Orders for cleansing and keeping of the Streets
sweet.
The Streets to be kept clean.

First, it is thought very necessary, and so ordered, that every
Householder do cause the street to be daily pared before his door,
and so to keep it clean swept all the Week long.
That Rakers take it from out the Houses.

That the sweeping and filth of houses be daily carried away by the
Rakers, and that the Raker shall give notice of his coming by the
blowing of a Horn as heretofore hath been done.
Laystalls to be made farre off from the City.

That the Laystalls be removed as farre as may be out of the City,
and common passages, and that no Nightman or other be suffered
to empty a Vault into any Garden near about the City.
Care to be had of unwholesome Fish or Flesh, and of

musty Corn.
That special care be taken, that no stinking Fish, or unwholsome
Flesh, or musty Corn, or other corrupt fruits of what sort soever, be
suffered to be sold about the City or any part of the same.
That the Brewers and Tipling-houses be looked unto, for musty and
unwholsome Cask.
That no Hogs, Dogs, or Cats, or tame Pigeons, or Conies be
suffered to be kept within any part of the City, or any Swine to be, or
stay in the Streets or Lanes, but that such Swine be impounded by
the Beadle or any other Officer, and the Owner punished according
to Act of Common-Councel, and that the Dogs be killed by the Dog-
killers appointed for that purpose.
Orders concerning loose Persons and idle
Assemblies.
Beggers.
Forasmuch as nothing is more complained of, then the multitude of
Rogues and wandering Beggers that swarm in every place about the
City, being a great cause of the spreading of the Infection, and will
not be avoided, notwithstanding any Order that hath been given to
the contrary: It is therefore now ordered, that such Constables, and
others whom this matter may any way concern, do take special care
that no wandering Begger be suffered in the Streets of this City, in
any fashion or manner whatsoever upon the penalty provided by the
Law to be duly and severely executed upon them.
Playes.
That all Playes, Bear-baitings, Games, Singing of Ballads, Buckler-
play, or such like causes of Assemblies of people, be utterly
prohibited, and the parties offending, severely punished by every
Alderman in his Ward.
Feasting Prohibited.
That all publick Feasting, and particularly by the Companies of this
City; and Dinners at Taverns, Alehouses, and other places of
common entertainment be forborn till further order and allowance;
and that the money thereby spared, be preserved and imployed for
the benefit and relief of the poor visited with the infection.
Tipling-houses.
That disorderly Tipling in Taverns, Alehouses, Coffee-houses and
Cellars be severely looked unto, as the common Sin of this time, and
greatest occasion of dispersing the Plague. And that no Company or
person be suffered to remain or come into any Tavern, Alehouse or
Coffee-house to drink after nine of the Clock in the Evening,
according to the ancient Law and custome of this City, upon the
penalties ordained in that behalf.
And for the better execution of these Orders, and such other Rules
and Directions as upon further consideration shall be found needful;
It is ordered and enjoyned that the Aldermen, Deputies, and
Common-Councelmen shall meet together Weekly, once, twice,
thrice or oftner (as cause shall require) at some one general place
accustomed in their respective Wards (being clear from infection of
the Plague) to consult how the said Orders may be duly put in
execution; not intending that any dwelling in or near places infected,
shall come to the said meetings whiles their coming may be doubtful:
And the said Aldermen and Deputies and Common Councelmen in
their several Wards may put in execution any other good Orders that
by them at their said Meetings shall be conceived and devised, for
preservation of his Majesties Subjects from the Infection.
FINIS.
Transcriber’s Notes:
Some inconsistencies in spelling, hyphenation, and

punctuation have been retained.
New original cover art included with this eBook is
granted to the public domain.
*** END OF THE PROJECT GUTENBERG EBOOK ORDERS
CONCEIVED AND PUBLISHED BY THE LORD MAJOR AND
ALDERMEN OF THE CITY OF LONDON, CONCERNING THE
INFECTION OF THE PLAGUE ***
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2) Structured processes are standardized processes that involve day-to-day operations.

3) Placing an order is an example of a structured process.

5) Dynamic processes are more specific.

7) Dynamic processes support operational activities.

13) Workgroup information systems typically support 10 to 100 users.

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

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

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

28) Business process reengineering is a quick process, but it is exceedingly expensive.

32) The primary purpose of an ERP system is integration.

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

45) Gap identification is a major task when implementing enterprise systems.

47) Service-oriented architecture is a software design philosophy in which activities are

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

5) Which of the following is a characteristic of dynamic processes?

6) Which of the following workgroup processes is related to sales and marketing?

7) Which of the following workgroup processes is related to operations?

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

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

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

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

21) Information systems improve process quality by ________.

26) ________ are predesigned procedures for using software products.

32) The primary purpose of an ERP system is ________.

33) Enterprise application integration is ________.

35) The major benefit of enterprise application integration is that it ________.

36) An ERP solution does not include ________.

38) A stored procedure is a ________.

46) Which ERP vendor acquired PeopleSoft and Siebel?

48) ________ is a major task when implementing enterprise systems.

51) Flexible communication among distributed applications is possible because of a set of

52) Which of the following is true of SOA?

1) Define structured processes and list their characteristics.

2) Define dynamic processes and list their characteristics.

3) Define workgroup processes, enterprise processes, and inter-enterprise processes.

5) Describe inter-enterprise information systems.

11) List the functions of enterprise application integration (EAI).

13) Describe the two categories of ERP training.

Title: Orders conceived and published by the Lord Major and

Creator: City of London . Court of Aldermen

Release date: February 12, 2024 [eBook #72934]

Original publication: London: James Flesher, 1665

Credits: Daniel Lowe and the Online Distributed Proofreading Team

*** START OF THE PROJECT GUTENBERG EBOOK ORDERS

Printed by James Flesher, Printer to the Honourable

The Examiners Office.

Notice to be given of the Sickness.

Sequestration of the Sick.

Airing the Stuff.

Shutting up of the House.

None to be removed out of Infected Houses, but, &c.

Burial of the dead.

No infected Stuff to be uttered.

No person to be conveyed out of any infected House.

Every visited house to be marked.