Term
| ___ are formally defined, standardized processes that involve day to day operations (returns, orders, etc) |
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Definition
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Term
| ___ are flexible, informal and adaptive processes that normally involve strategic and less unstructured managerial decisions and activities (opening new location, solving problem of excessive product returns) |
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Definition
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Term
| processes are used at which three levels of organizational scope? |
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Definition
workgroup
enterprise
inter-enterprise |
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Term
| ___ exists to enable workgroups to fulfill the charter, purpose and goals of a particular group or department |
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Definition
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Term
| ___ exists to support one or more processes with the workgroup. |
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Definition
| workgroup information system |
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Term
| Sometimes, workgroup information systems are called ___ |
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Definition
| functional information systems |
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Term
| The program component of a functional information system is ___ |
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Definition
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Term
| how many users does a typical workgroup information system support? |
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Definition
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Term
| ___ span an organization and support activities in multiple departments |
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Definition
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Term
___ support one or more enterprise processes.
How many users are there in this? |
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Definition
enterprise information systems
hundreds to thousands |
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Term
| What is a major advantage of enterprise systems? |
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Definition
| Data duplication within the enterprise is either eliminated or managed to maintain consistency |
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Term
| Why are enterprise systems hard to change? |
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Definition
| they span many departments and involve potentially thousands of users |
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Term
| ___ span two or more independent organizations |
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Definition
| inter-enterprise processes |
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Term
| ___ support one or more inter-enterprise processes. |
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Definition
| inter-enterprise information systems |
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Term
| what are the two dimensions of process quality? Describe them |
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Definition
process efficiency: a measure of the ratio of process outputs to inputs
process effectiveness: measure of how well a process achieves organizational strategy |
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Term
| Organizations can improve the quality of a process in one of three ways |
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Definition
change process structure
change process resources
change both process structure and resources |
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Term
| business process activities are accomplished by ___ and ___. one way to improve process quality is to change the ___ of those sources. |
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Definition
humans
information systems
allocation |
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Term
| Information systems can be used to improve process quality by: |
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Definition
performing an activity
augmenting a human who is performing an activity
controlling process flow |
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Term
T/F
information systems can perform the entirety of a process activity. If they can, what is an example. |
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Definition
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Term
| by controlling a process flow, how does an IS improve quality? |
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Definition
| ensuring steps are performed in accordance with an established schedule/order |
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Term
| what is an information silo? |
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Definition
| when data is isolated in sparated informaton systems |
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Term
| data storage is cheap, so the issue with duplication isn't wasted storage. rather, the problem is ___ |
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Definition
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Term
| What are two ways to solve the problem of information silos? |
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Definition
| integrate isolated data using enterprise wide applications data silos at the enterprise level are integrated into inter-enterprise systems |
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Term
| enterprise systems enabled the creation of stronger, faster more effective ___ among value chains |
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Definition
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Term
| ___ is the activity of altering and designing business processes to take advantage of new information systems |
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Definition
| business process reengineering |
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Term
T/F
Business process re-engineering is a difficult slow and expensive process |
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Definition
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Term
| ___ are predesigned procedures for using the software products. |
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Definition
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Term
| What are the three categories of enterprise applications? |
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Definition
customer relationship management (CRM)
Enterprise resource planning (ERP)
Enterprise application integration (EAI) |
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Term
| ___ 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 |
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Definition
| Customer Relationship Management system (CRM) |
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Term
| What are the four phases of the customer life cycle |
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Definition
marketing
customer acquisition
relationship management
loss/churn |
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Term
| In what phase of the customer life cycle do you find the sell more subphase |
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Definition
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Term
| in what phase of customer life cycle do you find the separation of low/high value customers and winback? |
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Definition
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Term
| what is one of the primary tasks when selecting a customer relationship management (CRM) package? |
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Definition
| determining the features you need and to find a package that meets that set of needs |
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Term
| ___ 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 |
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Definition
| Enterprise Resource planning (ERP) |
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Term
| and enterprise resource planning (ERP) suite includes the functions of a ___ system, but also incorporates ___ applications |
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Definition
CRM
Accounting, manufacturing, inventory, and human resource |
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Term
| what is the primary purpose of an Enterprise resource planning (ERP) system? |
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Definition
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Term
| ___ is a suite of software applications that integrates existing systems by providing layers of software that connect applications together. |
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Definition
| enterprise application integration (EAI) |
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Term
| ___ software can be configured to automatically carry out the data conversion required to make data compatible among different systems |
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Definition
| Enterprise application integration (EAI) |
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Term
| does and enterprise application integration (EAI) system have a centralized database? |
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Definition
| no. it uses metadata that describe data formats and locations |
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Term
| what is the major benefit of an enterprise application integration (EAI) package? |
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Definition
| enables organizations to use existing applications while eliminating many of the serious problems of isolated systems |
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Term
| an enterprise resource planning(ERP) solution consists of the following resources/programs |
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Definition
application programs
databases
business process
procedures
training and consulting |
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Term
| in large organizations with an enterprise resource planning (ERP), the databases contain two types of program code. ___ and ___. describe them as well |
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Definition
trigger: computer program stored within the database that runs to keep the database consistent when certain conditions arise
Stored procedure: program stored in the database that is used to enforce business rules |
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Term
| some Enterprise Resource Planning (ERP) vendors call inherent processes that are defined in the ERP solution ___ |
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Definition
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Term
| to reduce expenses, the vendors sometimes train the organizations's employees, called super users, to become in-house trainers. this is known as ___ |
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Definition
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Term
| Enterprise Resource Management (ERP) training falls into two broad categories. ___ and ___ |
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Definition
how to implement the ERP solution
training on how to use the ERP application software |
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Term
| It takes lots of work to customize an enterprise resource planning (ERP) application to a particular customer. to reduce that work, ERP vendors provide starter kits for specific industries called ___ |
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Definition
| Industry-specific solutions |
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Term
| unlike departmental systems in which a single department manager is in charge, ___ have no clear boss |
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Definition
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Term
| what are the four primary factors for CRM, ERP or EAI implementation being late or over budget |
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Definition
collaborative management
requirement gaps
transition problems
employee resistance |
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Term
| what are reasons for change resistance and how organizations deal with it? |
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Definition
senior level management communicates the need for change
change threatens the belief that someone can be successful at their job.
employees may need extra inducement to change to the new system |
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Term
| some systems are referred to as ___ because applications processing is distributed across multiple computing devices |
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Definition
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Term
| flexible communication among applications is possible because of a set of standards that support a design philosophy known as ___ |
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Definition
| Service-Oriented Architecture (SOA) |
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Term
| Describe what service oriented architecture (SOA) does. |
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Definition
| applications follow standards to publish a menu of the services the app provides, the structure of the data it expects to receive and the structure of the produced data and services can be requested |
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Term
t/f
Service-oriented architecture enables the requesting and releasing of cloud resources |
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Definition
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