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TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
1) Operational management is responsible for directing the day-to-day
operations of the business and therefore needs transaction-level
information.
1) _______
2) Deciding whether to introduce a new product line is the responsibility
of an operational manager.
2) _______
3) Operational-level manufacturing systems deal with the firm's long-term
manufacturing goals, such as where to locate a new plant.
3) _______
4) Transaction processing systems are most commonly used by the senior
management level of an organization.
4) _______
5) A transaction processing system is a computerized system that performs
and records the daily routine transactions necessary to conduct
business.
5) _______
6) A hotel reservation system is a typical example of a management
information system.
6) _______
7) Management information systems typically support non routine
decision making.
7) _______
8) The decision to grant credit to a customer is normally made by the
middle manager.
8) _______
9) Transaction processing systems are the basic business systems that serve
the operational level of the organization.
9) _______
10) Managers need TPSs to monitor the status of internal operations and the
firm's relations with the external environment.
10) ______
11) Most MISs use sophisticated mathematical models or statistical
techniques.
11) ______
12) Decision-support systems help managers make decisions that are
unique, rapidly changing, and not easily specified in advance.
12) ______
13) Decision-support systems use internal information as well as
information from external sources.
13) ______
14) ESSs are designed to serve the middle management of the organization. 14) ______
15) ESSs are designed to incorporate data about external events, but they
also draw summarized information from internal MIS and DSS.
15) ______
16) ESSs are designed primarily to solve specific problems. 16) ______
17) Information supplied by an enterprise system is structured around
cross-functional business processes.
17) ______
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18) Enterprise systems often include transactions with customers and
vendors.
18) ______
19) Supply chain management systems are more externally oriented than
enterprise systems.
19) ______
20) Maintaining online directories of employees with special areas of
expertise is one application of knowledge management systems.
20) ______
21) Programmers are highly trained technical specialists who write the
software instructions for computers.
21) ______
22) The Chief Executive Officer is a senior manager who oversees the use of
information technology in the firm.
22) ______
23) End users are representatives of departments outside of the information
systems group for whom applications are developed.
23) ______
24) One of the roles of the information systems department is to suggest
new business strategies and new information-based products and
services.
24) ______
25) There are many different ways in which the IT function may be
organized in different business firms.
25) ______
26) Information systems are all about improving business processes, which
lie at the very heart of a business.
26) ______
27) Business functions are specialized tasks performed in a business
organization.
27) ______
28) Producing a bill of materials is a business process of the finance and
accounting functional area.
28) ______
29) Making customers aware of a product is a business process of the
manufacturing and production functional area.
29) ______
30) New technology can actually change the flow of information and enable
an entirely new business process.
30) ______
31) Information systems automate many steps in business processes that
were formerly performed manually.
31) ______
32) iTunes and Amazon are examples of new business processes based on
new business models.
32) ______
33) Sales trend forecasting and pricing analysis systems are examples of IS
used in marketing.
33) ______
34) Machine control and facilities location systems are examples of IS used
in manufacturing.
34) ______
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35) Budget and profit planning systems are examples of IS used in
accounting and finance.
35) ______
36) In MIS, we study systems from a functional and from a constituency
perspective.
36) ______
37) Transaction Processing Systems are used for keeping track of all
activities at the top level of the organization.
37) ______
38) Decision Support Systems and Management Information Systems serve
the operational level of the organization.
38) ______
39) Enterprise systems integrate the key business processes of the entire
firm into a single software system.
39) ______
40) Supply chain management system is one type of inter-organizational
system.
40) ______
41) Knowledge management systems enable organizations to better manage
processes for capturing and applying knowledge and expertise.
41) ______
42) Intranets expedite the flow of information between the firm and its
suppliers and customers.
42) ______
43) Electronic business refers to the use of digital technology and the
Internet to execute the major business processes in the enterprise.
43) ______
44) Electronic government refers to the application of the Internet and
networking technologies to digitally enable government and public
sector agencies' relationships with citizens.
44) ______
45) Customer relationship management systems help firms manage their
relationships with their customers.
45) ______
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or
answers the question.
46) Kia's difficulties in getting a complete picture of defects in their cars
illustrates:
46) ______
A) the challenges posed by having multiple information systems that
are not linked.
B) the difficulties in creating accurate tracking systems.
C) the compromises made in drawing accurate reports from poorly
planned information systems.
D) the difficulties in complying with government regulations.
47) How would you best categorize the types of systems Kia implemented
in their defect early warning system?
47) ______
A) An MIS to create reports from existing TPSs and a DSS for
high-level analysis and forecasts
B) A TPS to store basic data about vehicles, parts, sales, and
warranties, and a DSS for high-level analysis and forecasts
Full file at https://fratstock.euC) A production and manufacturing system to record basic data
about faulty parts and a DSS for high-level analysis and forecasts
D) A TPS to store basic data about vehicles, parts, sales, and
warranties, and an MIS to create reports on the data
48) Which of the following is a cross-functional business process? 48) ______
A) Identifying a customer B) Hiring an employee
C) Fulfilling a customer order D) Creating an invoice
49) Promoting the organization's products or services is a responsibility of
the:
49) ______
A) human resources function.
B) finance and accounting function.
C) sales and marketing function.
D) manufacturing and production function.
50) Market research is an activity associated with the: 50) ______
A) sales and marketing function.
B) manufacturing and production function.
C) finance and accounting function.
D) human resources function.
51) Pricing analysis is an example of: 51) ______
A) a sales and marketing information system serving middle
management.
B) a finance and accounting information system serving middle
management.
C) a sales and marketing information system serving senior
management.
D) a finance and accounting information system serving senior
management.
52) A sales and marketing information system aids operational
management in:
52) ______
A) tracking sales.
B) analyzing sales performance.
C) planning new products and services.
D) preparing sales forecasts.
53) A sales and marketing information system aids middle management
employees in:
53) ______
A) preparing sales forecasts.
B) planning new products and services.
C) tracking sales.
D) analyzing sales performance.
54) Equipment scheduling and facilities maintenance are functions of: 54) ______
A) human resources systems.
B) sales and marketing systems.
C) manufacturing and production systems.
D) finance and accounting systems.
Full file at https://fratstock.eu55) Senior management uses finance and accounting information systems
to:
55) ______
A) plan long-term profits.
B) control the firms' financial resources.
C) forecast sales trends.
D) decide where to locate new facilities.
56) Budgeting is typically a feature of an information system serving: 56) ______
A) middle management. B) operational management.
C) sales and marketing. D) senior management.
57) A finance and accounting information system aids operational
management with:
57) ______
A) establishing long term investment goals.
B) budgeting.
C) profit planning.
D) accounts receivable.
58) Compensation analysis is an example of: 58) ______
A) human resources information systems.
B) sales and marketing information systems.
C) enterprise application information systems.
D) finance and accounting information systems.
59) The total elapsed time, from the beginning of a business process to the
end of the process, is called:
59) ______
A) cycle time. B) completion time.
C) fulfillment. D) requisition-to-pay.
60) A relocation control system that reports summaries on the total moving,
house-hunting, and home financing costs for employees in all company
divisions would fall into the category of:
60) ______
A) knowledge management systems.
B) executive-support systems.
C) transaction processing systems.
D) management information systems.
61) The term "management information systems" designates a specific
category of information systems serving:
61) ______
A) transaction process reporting.
B) middle management functions.
C) employees with online access to historical records.
D) integrated data processing throughout the firm.
62) To monitor the status of internal operations and the firm's relations with
the external environment, managers need ________________ systems.
62) ______
A) transaction processing B) management information
C) decision-support D) knowledge
63) As discussed in the chapter case on Tupperware, what major change
precipitated Tupperware's need to implement a new information
systems strategy?
63) ______
Full file at https://fratstock.euA) Merger
B) Move into overseas operations
C) Change in suppliers
D) Business model change
64) These systems are typically a major source of data for other systems: 64) ______
A) management information systems.
B) transaction processing systems.
C) executive support systems.
D) decision-support systems.
65) Decisions that are unique, rapidly changing, and not easily specified in
advance are best suited to this type of system:
65) ______
A) decision-support. B) management.
C) executive support. D) transaction processing.
66) These systems are especially suited to situations in which the procedure
for arriving at a solution may not be fully predefined in advance:
66) ______
A) decision-support systems.
B) transaction processing systems.
C) knowledge management systems.
D) management information systems.
67) Executive support systems are information systems that support the: 67) ______
A) decision-making and administrative activities of middle managers.
B) day-to-day processes of production.
C) knowledge and data workers in an organization.
D) long-range planning activities of senior management.
68) Concur Expense Service System, used by MarketStar, would be best
classified as a(n):
68) ______
A) decision-support system.
B) executive-support system.
C) management information system.
D) transaction processing system.
69) e-MDS, a software used to assess Ontario patients in long-term care at
home or in nursing homes, would be best classified as a(n):
69) ______
A) executive-support system.
B) decision-support system.
C) Management information system.
D) Transaction processing system.
70) Concur Expense Service software, described in the Interactive Session:
Management as software that automates the travel and entertainment
expense-reporting process, would be classified as a(n):
70) ______
A) ESS.
B) finance and accounting system.
C) DSS.
D) human resources system.
71) Decision-support systems are often referred to as: 71) ______
Full file at https://fratstock.euA) business modeling systems.
B) business information systems.
C) business analysis systems.
D) business intelligence systems.
72) ESS are specifically designed to serve this level of the organization: 72) ______
A) middle management. B) operational.
C) senior management. D) end-user.
73) These systems often deliver information to senior executives through a
portal, which uses a Web interface to present integrated personalized
business content:
73) ______
A) executive support systems.
B) decision-support systems.
C) management information systems.
D) transaction processing systems.
74) These systems are designed to support organization-wide process
coordination and integration.
74) ______
A) Decision-support systems
B) Management information systems
C) Enterprise applications
D) CRM
75) A(n) ________________ collects data from various key business
processes and stores the data in a single, comprehensive data repository,
usable by other parts of the business.
75) ______
A) enterprise system
B) management information system
C) transaction system
D) automatic reporting system
76) ________________ is the process that integrates supplier, manufacturer,
distributor, and customer logistics processes.
76) ______
A) Collaborative distribution B) Enterprise planning
C) Reverse logistics D) Supply-chain management
77) ________________ uses a set of integrated applications to address all
aspects of the customer relationship.
77) ______
A) CRM B) CLU C) CLE D) MIS
78) Which type of system would you use to determine what trends in your
supplier's industry will affect your firm the most in five years?
78) ______
A) MIS B) ESS C) TPS D) DSS
79) Which type of system would you use to forecast the return on
investment if you used new suppliers with better delivery track
records?
79) ______
A) TPS B) ESS C) MIS D) DSS
80) Which type of system would you use to change a production schedule if
a key supplier was late in delivering goods?
80) ______
Full file at https://fratstock.euA) MIS B) TPS C) DSS D) ESS
81) Which type of system would you use to determine the five suppliers
with the worst record in delivering goods on time?
81) ______
A) MIS B) TPS C) ESS D) DSS
82) Which types of systems consolidate the relevant knowledge and
experience in the firm to make it available to improve business
processes and management decision making?
82) ______
A) KMS B) Extranets C) CRM D) TPS
83) What type of information system is an Intranet most easily adapted to: 83) ______
A) TPS. B) CRM. C) MIS. D) KMS.
84) Buying or selling goods over the Internet is called: 84) ______
A) an extranet. B) e-business.
C) an intranet. D) e-commerce.
85) The use of digital technology and the Internet to execute the major
business processes in the enterprise is called:
85) ______
A) e-commerce. B) MIS.
C) enterprise applications. D) e-business.
86) The principal liaison between the information systems groups and the
rest of the organization is a(n):
86) ______
A) CTO.
B) systems analyst.
C) information systems manager.
D) programmer.
87) A ________________ is a senior manager who oversees the use of IT in
the firm.
87) ______
A) CTO B) CEO C) CIO D) CFO
88) The advantage of a having a centralized information services
department, which operates as a separate department similar to other
departments is:
88) ______
A) that systems are built that directly address that function's business
needs.
B) that this is more likely to produce more compatible systems and
more coherent long-term systems development plans.
C) that this lowers costs of technology purchases.
D) that systems are built that can function independently and more
efficiently.
89) What is the most important benefit of an enterprise application? 89) ______
A) Enabling a company to work collaboratively with customers and
suppliers
B) Enabling cost-effective, e-business processes
C) Enabling speed of communicating
D) Enabling business functions and departments to share information
Full file at https://fratstock.eu90) You manage the Information Systems department at a small startup
Internet advertiser. You need to set up an inexpensive system that
allows customers to see real-time statistics such as views and
click-throughs about their current banner ads. Which type of system
will most efficiently provide a solution?
90) ______
A) CRM B) Extranet
C) Intranet D) Enterprise system
91) You work for a highly successful advertiser that is just about to expand
nationally. Of utmost importance will be finding a way to store and
disseminate their client's constantly updating branding and style
guides, which include multiple image files and text documents, to all of
their branches. What system will best serve these needs?
91) ______
A) A sales and marketing information system
B) A TPS with KMS capabilities
C) An extranet with KMS capabilities
D) An intranet with KMS capabilities
92) You have been hired by a non-profit agency to implement a system to
handle their donations. Event fundraisers need to be able to quickly
access a donor's information and history. The marketing department
needs to be able to create customized mailing lists, in order to send
different messages to different types of donors. What system(s) will best
meet these needs?
92) ______
A) TPS with DSS capabilities B) TPS with MIS capabilities
C) TPS D) TPS with ESS capabilities
93) You have been hired by Inspiration Inc, to help improve their profit
margin. Inspiration Inc. is a business communications consultancy that
services many clients in different industries throughout the United
States. The end products of the company are customized
recommendations for the best use of a client's existing resources for
improving internal communications, typically delivered via
documentation in different media. The company has approximately 100
consultants, all of whom are located in their central headquarters in
Chicago. What system do you recommend to improve the company's
business processes and increase their profit margin?
93) ______
A) CRM, to maintain easily accessible customer records to minimize
the time spent looking for client data
B) Marketing system, for improving sales levels
C) KMS, for minimizing redundant work on similar clients
D) Extranet, to enable quick collaboration over the Internet , minimize
the time spent communicating with the client, and minimize the
amount of paperwork needed
94) Which of the following types of organizing the information systems
function would you be most likely to find in a very large, multinational
corporation?
94) ______
A) Represented within each major division of the company
B) As departments within each functional area
C) As a separate, centralized department
D) None of the above
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95) Which of the following types of organizing the information systems
function would you be most likely to find in a small company with 50
employees?
95) ______
A) As departments within each functional area
B) Represented within each major division of the company
C) As a separate, centralized department
D) None of the above
96) Considering business processes and functional areas, which of the
statements below is incorrect?
96) ______
A) Producing bills of materials is a business process performed by
finance and accounting
B) Making customers aware of a product is a business process
performed by sales and marketing.
C) Evaluating employees' job performance is a business process
performed by human resources.
D) Assembly of a product is a business process performed by
manufacturing and production.
97) Which of the following systems serve operational management? 97) ______
A) Profit planning B) Pricing analysis
C) Order processing D) Production planning
98) Which of the following systems serve middle management? 98) ______
A) Budgeting B) Facilities location
C) Sales trend forecasting D) Training and development
99) Which of the following systems serve senior management? 99) ______
A) Compensation analysis B) Accounts receivable
C) Pricing analysis D) Facilities location
100) Which of the following statements is (are) accurate? 100) _____
A) TPS provide answers to routine questions and track the flow of
transactions through the organization.
B) DSS use a variety of models to analyze data, or condense large
amounts of data into a form in which managers can analyze them.
C) MIS generally provide answers to routine questions that have been
specified in advance and have a predefined procedure for
answering them.
D) All of the above
SHORT ANSWER. Write the word or phrase that best completes each statement or answers
the question.
101) A(n) ________________ is a set of logically related activities for
accomplishing a specific business result.
101) ____________
102) A Web interface used to present integrated personalized
business content to users is called a ________________.
102) ____________
103) ________________ span the entire firm, integrating information
from multiple functions and business processes to enhance the
perf
orm
ance of the
organization as
Full file at https://fratstock.eua whole. 103) ____
____
____
104) ________________ are used by middle management to combine
data and sophisticated analytical models or data analysis tools
to support non routine decision making.
104) ____________
105) The ________________ formula calculates the least expensive
quantity to reorder for restocking inventory.
105) ____________
106) ________________ support activities such as identifying
potential employees, maintaining complete records on existing
employees, and creating programs to develop employees'
talents and skills.
106) ____________
107) A state Web site that allows citizens to pay parking fines online
is a form of ________________.
107) ____________
108) Supply chain management systems are one type of
________________ because they automate the flow of
information across organizational boundaries.
108) ____________
109) ________________ are highly trained technical specialists who
write the software instructions for computers.
109) ____________
110) ________________ are representatives of departments outside of
the information systems group for whom applications are
developed.
110) ____________
111) ________________ are specialized tasks performed in a business
organization. Sales and marketing is an example of such.
111) ____________
112) ________________ automate many steps in business processes
that were formerly performed manually.
112) ____________
113) In order to understand how to change the business to make it
more efficient and effective, you need to perform a
________________ analysis.
113) ____________
114) When looking at systems from a ________________ perspective,
we are able to identify systems by the major business function
they serve.
114) ____________
115) When looking at systems from a ________________ perspective,
we are able to identify systems in terms of the major
organizational groups that they serve.
115) ____________
116) ________________ systems help the organization in monitoring
trends that affect new products or sales opportunities, support
planning for new products and services, marketing research,
and pricing decisions.
116) ____________
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117) ________________ systems deal with the planning,
development, and maintenance of production facilities, the
establishment of production goals, and the scheduling of
equipment, facilities, labour, and materials required.
117) ____________
118) A ________________ is a system that performs and records daily
routine transactions necessary to conduct business, such as sales
order entry, hotel reservations, payroll, employee
record-keeping, and shipping.
118) ____________
119) A ________________ summarize and report on the company's
basic operations using data supplied by transaction processing
systems.
119) ____________
120) ________________ are designed to address non routine decisions
requiring judgement, evaluation, and insight because there is no
agreed procedure for arriving at a solution and are also
designed to incorporate data about external events.
120) ____________
121) ________________ are systems that span functional areas and
focus on executing business processes across the business firm.
121) ____________
122) The four major enterprise applications are: enterprise systems,
customer relationship management systems, knowledge
management systems, and ________________.
122) ____________
123) ________________ collect data from various key business
processes in manufacturing and production, finance and
accounting, sales and marketing, and human resources and
store this data in a single central repository.
123) ____________
124) ________________ systems provide information about orders,
production, inventory levels, and delivery of products and
services so as to support efficient sourcing, production, and
delivery of goods and services.
124) ____________
125) An ________________ system automate the flow of information
across organizational boundaries.
125) ____________
126) ________________ systems help firms manage their
relationships with customers.
126) ____________
127) A ________________ is the link by which data or voice are
transmitted between sending and receiving devices in a
network.
127) ____________
128) A good ________________ system can enable a company to have
a 360-degree view of each customer.
128) ____________
129) The value of a firm's products and services is based not only on
its physical resources but also on intangible ________________
asset
s.
129)
Full file at https://fratstock.eu________ ____
130) ________________ systems enable organizations to better
manage processes for capturing and applying knowledge and
expertise.
130) ____________
131) ________________ support processes for acquiring, storing,
distributing, and applying knowledge, as well as processes for
creating knowledge and integrating it into the organization.
131) ____________
132) ________________ are internal networks built with Internet
technology that are used for internal distribution of information
to employees and as repositories of corporate policies,
programs, and data.
132) ____________
133) ________________ are Intranets extended to authorized users
outside of the company.
133) ____________
134) ________________ expedite the flow of information between the
firm and its suppliers and customers.
134) ____________
135) ________________ expedite the flow of information between
departments and employees in the organization.
135) ____________
136) ________________ refers to the use of digital technology and the
Internet to execute the major business processes in the
enterprise.
136) ____________
137) ________________ deals with the buying and selling of goods
and services over the Internet.
137) ____________
138) ________________ refers to the application of the Internet and
networking technologies to digitally enable public sector
agencies' relationships with citizens.
138) ____________
139) The ________________ department is the formal organizational
unit responsible for information technology services.
139) ____________
140) ________________ are leaders of teams of programmers and
analysts, project managers, physical facility managers,
telecommunication managers, or database specialists.
140) ____________
141) ________________ are the principal liaisons between the
information systems groups and the rest of the organization.
141) ____________
142) The ________________ is a senior manager who oversees the use
of information technology in the firm.
142) ____________
143) A knowledge worker in the ________________ department will
use information systems to solve problems related to the
planning, development, and delivery of products and services.
143) ____________
Full file at https://fratstock.eu144) A knowledge worker in the ________________ department will
use information systems to develop staffing requirements,
maintain employee records, and track employee training, skills,
and job performance.
144) ____________
145) A knowledge worker in the ________________ department will
be responsible for supplying and overseeing the hardware,
software, and other technologies used by the various types of
systems in the organization.
145) ____________
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
146) Identify and discuss the major types of systems in a business from a constituency
perspective. What is the relationship between these systems?
147) In your opinion, what are at least three factors that contribute to the difficulty of
integrating systems for different organizational levels and functions within an
organization? Support your answer.
148) Discuss the difference between the finance function and the accounting function.
149) Describe the information systems supporting the major business functions: sales and
marketing, manufacturing and production, finance and accounting, and human
resources.
150) Apex Vacuum, a family-owned manufacturer of budget vacuums, has grown
exponentially over the last few years. However, the company is having difficulty
preparing for future growth. The only information system used at Apex is an
antiquated accounting system. The company has one manufacturing plant located in
Arkansas; and three warehouses, in Arkansas, Delaware, and California. The Apex
sales force is national, and Apex purchases about a third of its vacuum parts and
materials from a single overseas supplier. You have been hired to recommend the
information systems Apex should implement in order to maintain their competitive
edge. However, there is not enough money for a full-blown, cross-functional
enterprise application, and you will need to limit the first step to a single functional
area or constituency. What will you choose, and why?
151) Describe at least two benefits of using enterprise systems.
152) How can a good CRM system increase profits for a company?
153) What is the connection between organizations, information systems, and business
processes?
154) Define and discuss the use of cross-functional business processes within a firm.
155) The retail home improvement chain you work for, DIY Discount, has noticed that
one of its brands of faucets is not selling nearly as well as anticipated. What
information systems of the business will you use to determine the reason for the
poor sales? Discuss what information you will retrieve from which system. Which of
the information systems will be most important for your analysis? Which of the
systems will be least important?
Full file at https://fratstock.eu156) Organizations are able to achieve some level of integration through Internet
technology. Your book discusses two ways in which this is possible. Please explain
the technology tools used and how these allow the business to achieve integration.
157) Explain the difference between an MIS, a DSS, and an ESS.
158) Explain how information technology can enhance business processes?
Full file at https://fratstock.eu
1) TRUE
2) FALSE
3) FALSE
4) FALSE
5) TRUE
6) FALSE
7) FALSE
8) FALSE
9) TRUE
10) TRUE
11) FALSE
12) TRUE
13) TRUE
14) FALSE
15) TRUE
16) FALSE
17) TRUE
18) TRUE
19) TRUE
20) TRUE
21) TRUE
22) TRUE
23) TRUE
24) TRUE
25) TRUE
26) TRUE
27) TRUE
28) FALSE
29) FALSE
30) TRUE
31) TRUE
32) TRUE
33) TRUE
34) TRUE
35) TRUE
36) TRUE
37) FALSE
38) FALSE
39) TRUE
40) TRUE
41) TRUE
42) FALSE
43) TRUE
44) TRUE
45) TRUE
46) A
47) A
48) C
49) C
50) A
51) A
Full file at https://fratstock.eu52) A
53) D
54) C
55) A
56) A
57) D
58) A
59) A
60) D
61) B
62) A
63) D
64) B
65) A
66) A
67) D
68) C
69) B
70) D
71) D
72) C
73) A
74) C
75) A
76) D
77) A
78) B
79) D
80) B
81) A
82) A
83) D
84) D
85) D
86) B
87) C
88) B
89) D
90) B
91) C
92) B
93) D
94) A
95) D
96) A
97) C
98) A
99) D
100) D
101) business process
102) portal
103) Enterprise applications
Full file at https://fratstock.eu104) Decision-support systems
105) economic order quantity
106) Human resources information systems
107) e-government
108) interorganizational system
109) Programmers
110) End users
111) Business functions
112) Information systems
113) business process
114) functional
115) constituency
116) Sales and Marketing
117) Manufacturing and Production
118) transaction processing system (TPS)
119) management information system (MIS)
120) Executive-support system (ESS)
121) Enterprise applications
122) supply chain management systems
123) Enterprise systems (ERP - Enterprise resource planning)
124) Supply chain management
125) interorganizational
126) Customer relationship management (CRM)
127) channel
128) customer relationship management (CRM)
129) knowledge
130) Knowledge management (KMS)
131) Knowledge management systems (KMS)
132) Intranets
133) Extranets
134) Extranets
135) Intranets
136) e-Business (Electronic business)
137) e-Commerce (Electronic commerce)
138) e-Government (Electronic government)
139) information systems
140) Information systems managers
141) Systems analysts
142) Chief Information Officer (CIO)
143) manufacturing and production
144) human resources
145) information systems
146) The four major categories of information systems from a constituency perspective are:
1. Transaction processing systems, such as payroll or order processing, track the flow of
the daily routine transactions that are necessary to conduct business.
2. Management-information systems (MIS) provide the management control level with
reports and access to the organization's current performance and historical records. Most
MIS reports condense information from TPS and are not highly analytical.
3. Decision-support systems (DSS) support management decisions when these decisions
are unique, rapidly changing, and not specified easily in advance. They have more
advanced analytical models and data analysis capabilities than MIS and often draw on
information from external as well as internal sources.
Full file at https://fratstock.eu4.
Exec
utive
-sup
port
syste
ms
(ESS) support senior management by providing data of greatest importance to senior
management decision makers, often in the form of graphs and charts delivered via portals.
They have limited analytical capabilities but can draw on sophisticated graphics software
and many sources of internal and external information.
The various types of systems in the organization exchange data with one another. TPS are a
major source of data for other systems, especially MIS and DSS. ESSs primarily receive data
from lower-level systems.
147) One answer might be similar to this: A business firm is not a simple mechanism, and firms
that have been in business any length of time will have highly individualized ways of
conducting common business procedures. Even though software programs can be
customized, it will be necessary for the business to change because new procedures are
always required by new software, and these changes are expensive partly because of the
time involved. On the other hand, if the company decides to write software to fit the
specialized methods it has developed to conduct its business, it will most certainly find this
process to be much more expensive and technologically difficult than anyone imagined!
Though many companies do not realize it, it will be necessary for them to map and to
understand their systems before they will be able to integrate them. This is another
time-consuming and expensive process, and is not easy to achieve.
148) The finance function is responsible for managing the firm's financial assets, such as cash,
stocks, bonds, and other investments, to maximize the return on these financial assets. The
finance function is also in charge of managing the capitalization of the firm. To determine
whether the firm is getting the best return on its investments, the finance function must
obtain a considerable amount of information from sources external to the firm.
The accounting function is responsible for maintaining and managing the firm's financial
records receipts, disbursements, depreciation, and payroll to account for the flow of
funds in a firm. The accounting function obtains information from sources internal to the
firm.
149) • Sales and marketing help the firm identify customers for the firm's products or
services, develop products and services to meet customers' needs, promote the products
and services, sell the products and services, and provide ongoing customer support.
• Manufacturing and production systems deal with the planning, development, and
production of products and services, and controlling the flow of production.
• Finance and accounting systems keep track of the firm's financial assets and fund flows.
• Human resources systems maintain employee records; track employee skills, job
performance, and training; and support planning for employee compensation and career
development.
150) A TPS focusing on production and manufacturing to keep production costs low while
maintaining quality, and for communicating with other possible vendors. The TPS would
later be used to feed MIS and other higher level systems.
151) Enterprise systems integrate the firm's key business processes in sales, production, finance,
logistics, and human resources into a single software system so that information can flow
throughout the organization, improving coordination, efficiency, and decision making.
These systems help create a more uniform organization in which everyone uses similar
processes and information, and measures their work in terms of organization-wide
performance standards. The coordination of the firm's key business processes allows the
firm to respond more rapidly to customer demands.
152) Customer relationship management uses information systems to coordinate all of the
business processes surrounding the firm's interactions with its customers. The systems
consolidate customer information from multiple sources telephone, e-mail, wireless
devices, traditional sales and marketing systems, and the Web so that the firm can obtain
a unified view of a customer. This allows the firm to identify its most profitable customers
Full file at https://fratstock.euand make special efforts to please them.
153) Business processes refer to the manner in which work activities are organized, coordinated,
and focused to produce a specific business result. They also represent unique ways in
which organizations coordinate work, information, and knowledge and the ways in which
management chooses to coordinate work. Managers need to pay attention to business
processes because they determine how well the organization can execute, and thus are a
potential source for strategic success or failures. Although each of the major business
functions has its own set of business processes, many other business processes are
cross-functional. Information systems can help organizations achieve great efficiencies by
automating parts of these processes or by helping organizations rethink and streamline
them. Firms can become more flexible and efficient by coordinating and integrating their
business processes to improve management of resources and customer service.
154) Cross-functional processes are those that require input, cooperation, or coordination
between the major business functions in an organization. For instance, when a salesman
takes an order, the major business functions of planning, production, inventory control,
shipping, accounting, and customer relations will all be involved before the order is
completed.
155) • You might query operational level manufacturing and production TPS to make sure
that the product is actually getting to the stores and being restocked.
• You could query MIS to see average sales levels according to geography, location, and
other factors to see if there are any specific factors affecting the sales.
• You might query marketing systems to see what was seen as the appeal of these faucets
and what, if any, promotions were used, and executive-level sales and marketing systems
to see what trends are predicted for faucets.
• You might query human resource systems to make sure that there aren't any incentive
programs that are diminishing the importance of the faucet sales.
• You might query ESS to see if the same faucets are being sold by competitors and what
these prices are.
• You might use DSS to see what factors could increase sales.
Assuming that the faucets are being properly stocked at the stores, the most important
systems to query are the managerial-level systems: MIS for summaries of sales records to
help pinpoint any other factors, sales and marketing to assure that promotion and pricing
is accurate, ESS to check competition, and DSS for higher-level analysis to forecast possible
solutions. The least important to query would be finance and accounting systems as these
record data that shouldn't be affecting the sales of a faucet.
156) The two technology tools are Intranets and Extranets. Intranets and Extranets use Internet
technology to create networks in which employees and partners of the organization can use
to communicate. Intranets are internal networks built with the same tools and
communication standards as the Internet and are used for the internal distribution of
information to employees and repositories of corporate policies, programs, or data.
Extranets are Intranets extended to authorized users outside of the company. Extranets
expedite the flow of information between the firm and its suppliers, distributors, and
customers. It also allows different firms to collaborate in areas such as product design,
marketing, and production.
157) Although all these systems are designed to support decision making and control, they
differ by the level of management supported, the data sources, and the analytical
capabilities. An MIS uses internal data provided by the TPS and is geared towards
generating pre-programmed reports according to a set schedule, as well as ad-hoc reports.
It provides middle-managers with daily information on performance used to monitor and
control the business. A DSS uses internal data provided by the TPS and MIS, and is also
capable of using external data. It is geared towards helping managers and decision makers
in making non-routine decisions by using advanced analytical, modelling, and reporting
Full file at https://fratstock.eutools.
An
ESS
uses
internal data provided by the MIS and the DSS and also external data. This system also has
advanced analytical, modelling, and reporting tools, but is designed to help top level
managers in making non-routine decisions requiring judgement, evaluation, and insight.
The decision it supports are long-term, strategic decisions.
158) Information technology can enhance business processes by increasing the efficiency of such
processes and by enabling the development of entirely new processes capable of
transforming the business. Information systems can automate steps in business process,
can create electronic workflows, support integration of business processes and data
sharing, increase and better support communication, decision making, and control of the
organization, to name a few capabilities.