CIS310 Elder Chapter 11-14

It is relatively easy to manage ________, but managing ___________ is quite difficult.

Data, Knowledge

What is capturing and documenting what employees and other stakeholders know and developing systems that make it easier to share and use knowledge?

Knowledge Management

What type of knowledge is rooted in life experiences, values and biases?

Tacit Knowledge

Knowledge can be ___________ by hiring knowledgeable individuals, either as consultants or employees.

Purchased

What is the term for converting tacit and explicit knowledge into a form that organizational members can use?

Codifying

What type of tool represents the mental mode of an expert's knowledge?

Cognitive Map

The goal of _____________________ is to make it easy to find and retrieve documents that contain knowledge.

Knowledge Repositories

Your group for management class is using Google Docs to work together on your project. What type of knowledge management tool are you using?

Communication-based

________________ help provide high-level managers with the information they need to monitor business activities and make decisions.

Executive information systems

Executive information systems give executives the ability to _____________ into information to access more detailed data when necessary.

Drill Down

What is the purpose of a decision support system?

To help make unstructured and semi-structured decisions.

What is the process of analyzing data to identify trends, patterns, and other useful information?

Data minin

Statistical analysis emphasizes ______________ models, while data mining tries to ____________ the models.

Preexisting, discover

Spreadsheet _____________ allow you to see multi-dimensional views of a data set.

Pivot tables

A culture of __________ can greatly enhance knowledge sharing within an organization.

Trust

Which of the following is not a benefit of effective knowledge management?

Increased throughput

Skills, know-how, and emotional knowledge, are considered what kind of knowledge resources?

Experiential

__________ is the process where knowledge is created by combining externalized explicit knowledge to form broader concepts, models, and theories.

Combination

Through which process is knowledge created when tacit knowledge is converted to explicit knowledge by developing specific concepts, models, and the like?

Externalization

What type of tool shows a list of conditions and their values along with a list of conclusions or actions?

Decision Table

In which step of populating a data warehouse is data changed into a form that is suitable for decision support?

Transform

Realtors have discovered that when people retire, they decide to purchase a time-share vacation property. What type of data mining technique is required to retrieve this information?

Sequence analysis

What type of tool shows the alternative paths that impact decisions?

decision tree

There are applications for filing taxes that ask questions of the user and then determine the best method for filing taxes. What type of system is this?

expert system

When an individual transforms explicit knowledge into tacit, understood knowledge, we call this __________.

Internalization

What type of knowledge can be expressed in operations manuals, books, articles, scientific formulas, and statistical analysis.

explicit knowledge

What type of knowledge resource is made up of explicit knowledge that is embodied in language, symbols, and images?

conceptual

Years ago when working a helpdesk, the most common questions asked, almost daily, was about resetting passwords. What type of knowledge resource would this be?

routine

___________ knowledge is hard to explain, teach or express; while ___________ is not

tacit, explicit

What does the term e-business refer to?

Various electronic means of conducting business

When you purchase textbooks from Amazon.com, what type of e-business are you conducting?

B2C

What type of e-business are you using when you decide to sell your old baseball cards on eBay.com?

C2C

When you submit your income taxes online, what type of e-business are you conducting?

G2C

Organizations that have both physical locations and operate an online business are called:

Bricks and Clicks

What does "pure play" refer to?

Organizations with only an online presence

A(n) ______________ model describes how the organization functions and creates value

Business

An important e-business enabler that allows for users that use a wide variety of platforms to access businesses that also use different platforms is:

Interoperability

________________ has an impact on the downstream portion of the supply chain

E-channel compression

________________ is the addition of intermediaries to an industry?

E-channel expansion

What it the rate at which consumers browsing the website end up buying merchandise?

Conversion Rate

What is the electronic exchange of information between two or more organizations using a standard format?

EDI

EDI refers to the _______________ sharing of information between two businesses in a standard format.

Electronic

Methods to improve a site's ranking in search engine results are referred to as:

Search Engine Optimization

What concept is being used when organizations pay the search engine owners only when someone clicks their link on the search results page?

Pay per click

When you make a purchase using an app on your phone or tablet, what kind of e-business trend are you participating in?

M-business

In terms of m-business, the m refers to:

Mobile

E-government options currently include paying taxes, but what is the future of e-government (according to the text)?

Voting

Which of the following is closest to the percentage of e-commerce retail sales as a percent of total retail sales in the United States?

7%

Amazon.com is an example of what type of B2C e-business model?

Online Retailing

Kayak.com is an example of what type of B2C e-business model?

Infomediary

What type of B2C e-business model offers a location for buyers and sellers to transact online with revenues coming from fees for sellers or buyers, or commission on sales?

Exchanges

What type of electronic business represents traditional organizations with a physical location and no online business?

Bricks and Mortar

Which of the following is not a B2C e-business enabler?

A competitive marketplace

Which of the following is not a format used for EDI?

HTML

E-business models can include which of the following?

all the above

In terms of e-business, what is another term for marketplace?

exchange

An electronic means to conduct financial transactions such as payments is referred to as _____________.

electronic funds transfer

When using an electronic data interchange system, there is a conversion of the documents and data from the format used by the internal system called ___________. The EDI documents are then sent to the partner organization, where the company's systems must perform a(n) _______________.

Outbound transformation, inbound transformation

Which of the following best describes the concept of critical mass?

sufficient buyers to sustain business

An electronic exchange of information between two or more organizations using a standard format is referred to as ____________.

electronic data interchange

_____________ allows organizations to manage the movement of materials or products from provision to production to consumption. They involve collaboration between partners both upstream and downstream from he focal organization.

supply chain management

The internet has been the contributor to a global platform where organizations across the world can compete for customers and gain access to new ______________.

markets

____________ e-business involves the sharing of ____________- documents, funds, and/or information between organizations for transaction to occur.

B2B, electronic

What are the three perspectives on developing enterprise systems?

Hierarchical, Functional, Process

What is an enterprise resource planning (ERP) system?

A set of information systems tools that are used to manage an organization's resources and enable information flow within and between processes.

In contrast to _______________, ERP applications make accessing information easier by providing a central information repository.

Legacy Systems

What is the biggest challenge with ERP systems?

Customizing it to the needs of the organization.

What is the largest benefit of a successfully implemented ERP system?

Efficiency.

Which of the following tracks inventory across the organization?

Supply Chain Management (SCM)

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

Inventory Cost Reduction

Which is the following best describes a system that helps an organization manage multiple interactions with its customers?

Customer Relationship Management

What aspect of the Customer Service Life Cycle creates customer awareness of the product or service?

Engage

The marketing department is attempting to determine the price of a new product the company is developing. What aspect of the Customer Service Life Cycle is the department working on?

Transact

The CRM system that has been implemented for your organization is also integrated with the Supply Chain Management System. This means that as soon as an item is ordered from your e-commerce site, the supply chain is notified and production is notified. What phase of the customer service life cycle is being served in this example?

Fulfill

Many software organizations offer limited support at no charge for a period of time after purchase. What phase of the Customer Service Life Cycle is being served in this example?

Service

While trying to research a paper for your philosophy class you notice that the circulation desk at your university library has a live chat option. You immediately think back to this course and identify this as:

Collaborative component of a CRM System

On a recent trip to my local grocery store, I noticed that ping pong balls are available for sale in the same aisle where beer and other spirits are sold. What component of a CRM likely made the management at this store consider placing these items next to each other?

Analytical

If your organization is interested in implementing a CRM and cost is a concern, what type of CRM implementation is best for your organization?

On-Demand

Which of the following is not a benefit of a CRM:

Customer Backlash

What is letting customers store and manage information about themselves called?

Customer Managed Interaction

___________________ is the unification of business processes previously performed separate activities, in order to create cohesive and streamlined business processes.

Business Integration

If your organization is interested in implementing a CRM and customization is a primary need, what type of CRM implementation is best for your organization?

On-premise

Information systems that are built to meet the needs of individuals at a given level in the organization represent which perspective?

Hierarchical

What is an information system that serves the needs of the individual called?

Personal Information Systems

___________________ is when firms are able to maintain the lowest level of inventory while still being able to fulfill demand.

Just-In-Time Inventory

What information systems serve the needs of the organization or parts of the organization?

Enterprise Systems

What type of information systems would middle management typically be interested in using for recurrent, semi-structured decision making?

Tactical

Which of the following is not a disadvantage of an ERP system?

It may not work better than the previous system.

Which of the following is not a disadvantage of an ERP system?
a. users may resist implementation
b. they are expensive
c. they require an enormous amount of work
d. they may require redesign business processes
e. it may not work better than the previous system

e. it may not work better than the previous system

What type of information system would executives typically be interested in using for decision making?

Strategic

What warehouse automation tool has replaced human in completing physically demanding aspects of the job?

robotics

The AARP, an organization that caters towards people over the age of 50, uses its members' info to place them into very small groups for the purpose of identifying market opportunities. This is an example of ?

Customer Segmentation

What do the operational components of CRM accomplish?

improve day to day interactions with customers

Email marketing could be used to help create awareness of a new, innovative product. This is an example of ________ phase of the Customer Service Life Cycle

Engage

In the _______ perspective, information systems applications are developed to support the task being done regardless of the organizational level or functional area of the individual using the system

process

Which of the following is not a benefit of CRM:
a. customer backlash
b. great customer satisfaction
c. maximized profits
d. improved customer relations
e. customer loyalty

a. customer backlash

Amazon.com allows users the ability to create wish lists to track the items that they wish to purchase in the future or that they may share with others. This is an example of what?

Customer Managed Interaction

A(n) _______________ is a set tools used to analyze business stats to find trends, issues, and opportunities.

enterprises knowledge management system

What is a series of steps or tasks required to achieve a specific goal?

Process

What concept is a key characteristic of processes?

"All or Nothing"