To manage relationships with your customers, you would use a(n) __________ system.

Question options:

CRM

MIS

CLE

KMS

Question 2

Which of the following constitutes an organizational element in the UPS tracking system described in chapter 1?

Question options:
  

The specification of procedures   for identifying packages with sender and recipient information

Monitoring service levels

Promoting the company strategy of   low-cost, superior service

The use of handheld computers and   networks for managing package delivery

Question 3

Disciplines that contribute to the technical approach to information systems are:

Question options:
  

computer science, engineering, and   networking.

operations research, management   science, and computer science.

engineering, utilization   management, and computer science.

management science, computer   science, and engineering.

Question 4

If your main supplier was late in delivering goods, which type of system would you use to update your production schedule?

Question options:
  

ESS

TPS

 
MIS
 

DSS

Question 5

Which of the following is the greatest obstacle in enabling collaboration between employees at different, distant corporate locations?

Question options:
  

Privacy

Permissions

Time zones

Language

Question 6

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?

Question options:
  

Extranet, to enable quick   collaboration over the Internet, minimize the time spent communicating with   the client, and minimize the amount of paperwork needed

CRM, to maintain easily accessible   customer records to minimize the time spent looking for client data

KMS, for minimizing redundant work   on similar clients

Marketing system, for improving   sales levels

Question 7

The average number of tickets sold daily online is an example of:

Question options:
  

input.

raw data.

meaningful information.

feedback.

Question 8

An example of a business using information systems to create new products and services is:

Question options:
  

Wal-Mart’s RetailLink system.

the Mandarin Oriental hotel’s   customer-preference tracking system.

Verizon’s Web-based digital   dashboard.

Apple Inc.’s iPod.

Question 9

A(n) __________ system is typically a major source of data for other systems.

Question options:
  

transaction processing

management information

executive support

decision-support

Question 10

An example of a cross-functional business process is:

Question options:
  

identifying customers.

transporting the product.

creating a new product.

assembling a product.

Question 11

Sociologists study information systems with an eye to understanding:

Question options:
  

how systems affect individuals,   groups, and organizations.

how human decision makers perceive   and use formal information.

how new information systems change   the control and cost structures within the firm.

the production of digital goods.

Question 12

A firm that must invest in new information systems capabilities in order to comply with federal legislation can be said to be investing to achieve which business objective?

Question options:
  

Customer intimacy

Operational

excellence

Survival

Improved reporting

Question 13

Non-typical business problems with causes and effects that are rapidly changing are typically handled by which type of information system?

Question options:
  
MIS
 
TPS
 
DSS
 
ESS
 

Question 14

Which of the following are key corporate assets?

Question options:
  

Intellectual property, core   competencies, and financial and human assets

Production technologies and   business processes for sales, marketing, and finance

Knowledge and the firm’s tangible   assets, such as goods or services

Time and knowledge

Question 15

Thomas Friedman’s declaration that the world was now “flat” meant that:

Question options:
  

the Internet has reduced the   economic advantages of developed countries.

globalization is starting to offer   less advantage to large corporations.

the global economy is increasingly   commanded by fewer and larger corporations.

global capitalism is homogenizing   culture and business practices throughout the world.

Question 16

Which of the following systems is designed to support organization-wide process coordination and integration?

Question options:
  

Decision-support systems

Management information systems

CRM systems

Enterprise applications

Question 17

Which of the following is a highly structured decision?

Question options:
  

Creating a new product

Granting credit to a customer

Calculating the best trucking   routes for product delivery

Estimating the effect of changing   costs of supply materials

Question 18

Psychologists study information systems with an eye to understanding:

Question options:
  
how systems affect individuals,   groups, and organizations.
 
how human decision makers perceive   and use formal information.
 
how new information systems change   the control and cost structures within the firm.
 
the production of digital goods.
 

Question 19

Which level of the organization are ESS specifically designed to serve?

Question options:
  
Operational
 

End-user

Middle management

Senior management

Question 20

The term “management information systems” designates a specific category of information systems serving:

Question options:
  

integrated data processing   throughout the firm.

transaction process reporting.

employees with online access to   historical records.

middle management functions.