Itm Final Exam

Front 1

a standard format for exchanging business data. Used extensively as a means to improve purchasing efficiencies between and organization and its suppliers

Back 1

Electronic Data Interchange (EDI)

Front 2

a program which directs customers to use touch-tone phones or keywords to navigate or provide information at customer service all centers. Inteded to connect customers with a representative or with a response system that meets their specific needs

Back 2

Interactive voice Response (IVR)

Front 3

a markup language that defines the format and the content of data, unlike HTML which only specifies format. It specifies what an item of data is, not just how it should be formatted. It can be used to both store and exchange data

Back 3

extensible markup language (XML)

Front 4

a display of information from a variety of sources that has been pieced together to aid in decision making

Back 4

digital dashboard

Front 5

: “Business process of managing the complex interaction of products, materials, equipment, labor, and cash as they flow through the supply chain and fulfill customer demand.”

Back 5

supply chain management

Front 6

a CRM application with cross selling/ up-selling, campaign management

Back 6

marketing automation

Front 7

a CRM applciation with contact management, product configuration

Back 7

sales force automation

Front 8

a CRM applcation with technician dispatch, defect tracking

Back 8

field service

Front 9

a CRM application that has call management, integration with marketing, sales force and field service management

Back 9

contact centers

Front 10

manages and distributes software applications to users over a WAN (such as the internet). Software runs on the ASP;s servers, not the customers .

Back 10

Application Service Provider (ASP)

Front 11

telecommunications network technology that uses existing twister-pair cables (the telephone wiring in most homes) for high-speed connections, typically to the internet. "last mile" technology

Back 11

Digital Subscriber Line (DSL)

Front 12

what type of management system allow all "customer facing systems" to have the same view of each customer ?

Back 12

Customer Relationship Management Systems

Front 13

qWhat are the goals of the Customer Relationship Management systems? (4)

Back 13

1. manage multiple channels of interaction with customer
2. provide an integrate picture of each customer
3. enable analysis or customer- related information
4. gain insight into the behavior of customers and the value of those customers

Front 14

1/3 CRM components that support traditional transaction processing for customer facing operations
ex. customer self-service order tracking

Back 14

operational component

Front 15

1/3 CRM components that is directed toward improving customer interactions
ex. live-chat

Back 15

collaborative components

Front 16

1/3 CRM components where technologies and processes used to analyze customer data
ex. customer segmentation, customer profiling

Back 16

analytical component

Front 17

what are the 3 major roadblocks to installing SCM systems

Back 17

1. gaining trust from your suppliers and partners
2. internal resistance to change
3. many mistakes at first

Front 18

what are the 5 major supply chain activities

Back 18

1. plan
2. source
3. make (manufacture)
4. deliver (logistics)
5. return

Front 19

what are the 3 main links in a supply chain

Back 19

1. materials flow from suppliers and their "upstream" suppliers at all levels
2. transformation of materials into semi-finished and finished products through the organizations own production process
3. Distribution of products to customers and their "downstream" customers at all levels

Front 20

What are the 4 major supply chain decisions?

Back 20

1. production
2. inventory
3. location
4. transportation

Front 21

What are the benefits to Supply chain management? (5)

Back 21

1. faster responses to supply and demand changes
2. increased customer satisfaction
3. regulatory compliance
4. improved cash flow (reduced inventory levels and increases stock turns)
5. higher margins (better order, product, and executing tracking)

Front 22

combination of data warehousing and data mining. A broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions.

Back 22

business intelligence

Front 23

Why do we need business intelligence?

Back 23

helps leverage data resources for better decision making

Front 24

copy of transactional data formatted so that its useful for query and analysis (decision support)

Back 24

data warehousing

Front 25

why do we need data warehousing?

Back 25

for decision support and to create data

Front 26

process of sorting through large amounts of data and picking out relevant information. helps make managerial decision based on the patterns and forecasts generated from the data collected

Back 26

data mining

Front 27

type of data mining that identifies the degree to which variables are relate...nature and frequency of these relationships in information

Back 27

association detection

Front 28

type of data mining that identifies "affinities" among customers' products/ service choices
- if you buy a certain group of items, you are more/less likely to buy another's items
-use data sources such as check-out scanner data

Back 28

market basket analysis

Front 29

type of data mining that divides an information set into mutually exclusive groups such that the groups are as close together as possible and different groups are as far away as possible

Back 29

cluster analysis

Front 30

what are some requirements for good decisions?

Back 30

good information and good decision making process, skills, and tools

Front 31

what is the importance of good decision making skills?

Back 31

moving up the ladder requires decision making ability. decisions get more difficult and decisions have a greater impact

Front 32

what are the decision making process steps?

Back 32

1. definition
2. requirements
3. goals
4. alternatives
5. evaluation
6. decision making tools
7. apply
8. check

Front 33

a decision making technique that lists the good and bad about each alternative. pick the alternative with the strongest pros and weakest cons. good for simple decision with few alternatives and few discriminating criteria

Back 33

pros/ cons analysis

Front 34

a decision making technique that determine the probably benefits of each alternative. choose the alternative with the lowest cost/ benefit ratio.

Back 34

cost/ benefit analysis

Front 35

a decision making technique that compares each alternative against all other alternatives. the alternative that wins the most comparisons is chosen

Back 35

paired comparison

Front 36

a decision making technique that analyzes all possible future events by comparing future alternative outcomes. allows more complete consideration of possible outcomes and implications

Back 36

scenario analysis

Front 37

what are the questions you ask when evaluating information? (5)

Back 37

1. who provided the info
2. is the source an expert
3. is the viewpoint balanced
4. is the info current
5. verify claims

Front 38

what are the 6 dimensions of quality

Back 38

relevance
accuracy
timeliness
completeness
constistency
format

Front 39

coming together of various technologies
 Technologies that have converged to enable e-business:
• Digital content
• Network access devices
• PC speed and storage
• Graphical user interface
• Network transmission
• Data compression

Back 39

convergence

Front 40

The value of the technology increases with the addition of each new person using it. When a technology hits “this point” it may pull other technologies along with it.

Back 40

critical mass

Front 41

the ability of systems running in different operating environments to communicate and work together. This is a critical issue in e-business.

Back 41

interoperability

Front 42

the largest category of e-business that approaches exchanges and direct sales

Back 42

business to business

Front 43

category of e-business that includes electronic stores, clicks and bricks, online auctions, electronic mall, promotion and customer service sites, content and advertising sites, subscription models, clubs, and communities
ex. target

Back 43

business to consumer

Front 44

category of e-business that includes auctions and classifieds, meetings, buddy lists, discussion groups
ex. e-bay

Back 44

consumer to consumer

Front 45

category of e-business that includes info regarding services, permites and licenses, portals and welcome mat to visitors, voting and governance
ex. st. louis city

Back 45

government to constituent

Front 46

how a company generates revenue: architecture of the business- flow of goods/services, description of benefits for entities involved, sources of revenue. Without one, there’s little chance of survival.

Back 46

business model

Front 47

these are all what kinds of e-business models?
catalogue aggregators
auction model
market exchange model
barter model

Back 47

business to business

Front 48

cutting out some of the steps in the supply chain

Back 48

disintermediation

Front 49

what are 4 other organizational impacts of e-business?

Back 49

channel conflict
new markets
new products
new competition

Front 50

what did the changing market structure do?

Back 50

created day trading
travel industry
created MP3 enabled music players

Front 51

• According to one of our readings, one goal of CRM systems is to cross sell products more effectively.

Back 51

true

Front 52

• Sourcing is one of the five basic components of SCM.

Back 52

true

Front 53

Querying and reporting are NOT considered part of business intelligence.

Back 53

false

Front 54

Poor data quality is a potential problem with implementing BI.

Back 54

true

Front 55

Goals are conditions that any acceptable solution must meet.

Back 55

false

Front 56

One advantage of a disciplined decision making approach is that it helps communicate the rationale for the decision made.

Back 56

true

Front 57

A lack of objectivity always means that information in that source is unrealistic

Back 57

false

Front 58

According to one of our readings for today, it is possible to have too much information.

Back 58

true

Front 59

Supply chain activities include all but which of the following:
o A) sourcing
o B) customer self-service
o C) logistics
o D) processing

Back 59

customer self service B

Front 60

Which of the following is NOT a goal of customer relationship management systems?
o A) manage multiple channels of customer interaction
o B) provide an integrated view of each customer
o C) provide smooth integration of all logistics information
o D) enable analysis of customer-related information

Back 60

C

Front 61

•Field service technician dispatch is an example of a CRM application.

Back 61

true