Term
| What are 4 of the Primary Changes and Challenges of the 21st Century? |
|
Definition
The 4 Primary ____ and ____ of the 21st Century are:
1) Innovation: finding new
2) Social entrepreneurship: going green
3) Social networks: who's who
4) Virtual worlds: it's a whole new world |
|
|
Term
| Explain how Innovation is one of the Primary Changes and Challenges of the 21st Century |
|
Definition
| ____ in the 21st Century means "finding new" |
|
|
Term
| Explain how Social Entrepreneurship is one of the Primary Changes and Challenges of the 21st Century |
|
Definition
| ____ in the 21st Century means "going green" |
|
|
Term
| Explain how Social Networks are one of the Primary Changes and Challenges of the 21st Century |
|
Definition
| ____ in the 21st Century means "who's who" |
|
|
Term
| Explain how Virtual Worlds are one of the Primary Changes and Challenges of the 21st Century |
|
Definition
| ____ in the 21st Century mean "it's a whole new world" |
|
|
Term
| What are some of the Benefits of a Virtual Workforce? |
|
Definition
Some of the benefits of a ____ are:
1) Keeps cars off the road
2) Helps a company to bolster its green bona fides
3) Fosters employee retention
4) Boosts worker productivity
5) Slashes real estate costs |
|
|
Term
|
Definition
| ____ is an arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house |
|
|
Term
| What are the 6 Factors driving Outsourcing Growth |
|
Definition
The 6 Factors driving ____ are:
1) Core competencies
2) Financial savings
3) Rapid growth
4) Industry change
5) The Internet
6) Globalization |
|
|
Term
| What is the most outsourced function of business? |
|
Definition
| The most ____ function of business is Information Technology (Followed by HR and Facilities Management) |
|
|
Term
| What are the 6 Reasons that Companies Outsource, in order of prevalence? |
|
Definition
The 6 Reasons that Companies ____, in order of prevalence, are:
1) Tap outside sources of expertise
2) Concentrate resources on core business
3) Reduce head count, related expenses
4) Eliminate need to invest in technology
5) Reduce costs
6) Better manage the costs of internal processes |
|
|
Term
| Organizations form alliances and partnerships based on what? |
|
Definition
| Organizations form ____ and ____ based on their core competency |
|
|
Term
|
Definition
| ____ is an organization’s key strength; a business function that it does better than any of its competitors |
|
|
Term
| Define Core Competency Strategy |
|
Definition
| ____ is when an organization chooses to focus specifically on its core competency and forms partnerships with other organizations to handle nonstrategic business processes |
|
|
Term
| What are the 3 Components of Change Management? |
|
Definition
The 3 Components of ____ are:
1) Process of building capacity, capability, and will of an organization
2) To move from an entrenched current state to an unfamiliar future state
3) Leading company through and sustaining in change |
|
|
Term
| What are the 3 Important Guidelines for Effectively Dealing with Change Management? |
|
Definition
The 3 Important Guidelines for Effectively Dealing with ____ are:
1) Institute change management policies
2) Anticipate change
3) Seek change |
|
|
Term
| Change can generate what from employees? |
|
Definition
| ____ can generate fear and resistance from employees |
|
|
Term
| What are 2 Keys to Countering End User Resistance? |
|
Definition
2 Keys to Countering ____ are:
1) Proper education and training
2) End user involvement in organization change |
|
|
Term
| What is the Proper Way to View Change? |
|
Definition
| The Proper Way to View ____ is an opportunity |
|
|
Term
| What are the 7 Stages of Change? |
|
Definition
The 5 Stages of ____ are:
1) Uniformed optimism (high confidence)
2) Informed pessimism (low confidence)
3) Private checking out
4) Informed doubt (lowest confidence)
5) Public checking out
6) Hopeful realism (rising confidence)
7) Informed optimism (highest confidence) |
|
|
Term
| What are the 2 Types of "Checking Out" that can occur with Change? |
|
Definition
The 2 types of ____ that can occur with Change are:
1) Private
2) Public |
|
|
Term
| What are the 6 Steps of Resistance? |
|
Definition
The 6 Steps of ____ are:
1) Immobilization
2) Anger and denial
3) Bargaining
4) Depression
5) Exploration
6) Acceptance |
|
|
Term
| What are the 2 things that Transition Requires? |
|
Definition
The 2 things that ____ requires are:
1) Managing active resistance
2) Motivating passive participants |
|
|
Term
| What is the Major Focus of Organizational Change Management? |
|
Definition
| People are the main focus of ____ |
|
|
Term
| What are the 8 Steps in the Change Management Process? |
|
Definition
The 8 Steps in the ____ Process are:
1) Create a change vision
2) Define a change strategy
3) Develop leadership
4) Build commitment
5) Manage people performance
6) Deliver business benefits
7) Develop culture
8) Design organization |
|
|
Term
| Which of the 7 Phases of the Systems Development Life Cycle is most important to HP? |
|
Definition
| *** is the most important of the 7 Phases of the ____ to the ____ company |
|
|
Term
| Explain what might happen if HP used the Waterfall Methodology to develop its ERP system? |
|
Definition
|
|
Term
| Identify the primary reasons for Software Project Failure |
|
Definition
The primary reasons for ____ failure are:
1) *** |
|
|
Term
| Which of the primary reasons for software project failure did HP experience during its ERP build? |
|
Definition
The primary reasons for software project failure that ____ experienced on its ____ build are:
1) *** |
|
|
Term
| What are 4 Potential Consequences of Software Successes and Failures? |
|
Definition
4 Potential Consequences of ____ successes and failures are:
1) Increase or decrease revenue
2) Repair or damage to brand reputation
3) Prevent or incur liabilities
4) Increase or decrease productivity |
|
|
Term
| Define Systems Development Life Cycle (SDLC) |
|
Definition
| ____ is the overall process for developing information systems from planning analysis through implementation and maintenance |
|
|
Term
| What are the 7 Stages of the Systems Development Life Cycle (SDLC)? |
|
Definition
The 7 Stages of the ____ Cycle are:
1) Planning
2) Analysis
3) Design
4) Development
5) Testing
6) Implementation
7) Maintenance
*) |
|
|
Term
| Describe the Planning Phase of the SDLC |
|
Definition
| The ____ phase of the SDLC: involves establishing a high-level plan of the intended project and determining project goals |
|
|
Term
| Describe the Analysis Phase of the SDLC |
|
Definition
| The ____ Phase of the SDLC: involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system |
|
|
Term
| Define Business Requirement |
|
Definition
| ____ is a detail set of business requests that the system must meet in order to be successful |
|
|
Term
| Describe the Design Phase of the SDLC |
|
Definition
| The ____ Phase of the SDLC: involves describing the desired features and operations of the system |
|
|
Term
| Describe the Development Phase of the SDLC |
|
Definition
| The ____ Phase of the SDLC: involves taking all of the detailed design documents from the design phase and transforming them into the actual system |
|
|
Term
| Describe the Testing Phase in SDLC |
|
Definition
| The ____ Phase in SDLC: involves bringing all the project pieces together into a special testing environment; verify that the system meets all business requirements |
|
|
Term
| Describe the Implementation Phase of SDLC |
|
Definition
| The ____ Phase of the SDLC: involves placing the system into production so users can begin to perform actual business operations with the system |
|
|
Term
| Describe the Maintenance Phase of the SDLC |
|
Definition
| The ____ Phase of the SDLC: involves performing changes, corrections, additions, and upgrades to ensure the system continues to meet the business goals |
|
|
Term
| Define the Waterfall Methodology |
|
Definition
| The ____ Methodology is a sequential, activity-based process in which each phase of the SDLC is performed sequentially |
|
|
Term
| What are 5 of the Primary Reasons for Project Failure? |
|
Definition
5 of the Primary Reasons for ____ are:
1) Unclear or missing business requirements
2) Skipping SDLC phases
3) Failure to manage project scope (scope/feature creep)
4) Failure to manage project plan
5) Changing technology |
|
|
Term
|
Definition
| ____ occurs when the scope increases |
|
|
Term
|
Definition
| ____ occurs when extra features are added |
|
|
Term
| Define Rapid Application Development Methodology (RAD) |
|
Definition
| ____ emphasizes extensive user involvement in the rapid and evolutionary construction of working prototypes of a system; used to accelerate the systems development process |
|
|
Term
|
Definition
| A ____ is a smaller-scale representation or working model of the users' requirements or a proposed design for an informational system |
|
|
Term
| What are the 4 Steps in the Prototyping Process? |
|
Definition
The 4 Steps in the ____ Process are:
1) Investigation/analysis
2) Analysis/design
3) Design/implementation
4) Implementation/maintenance |
|
|
Term
| Define Project Management |
|
Definition
| ____ is the application of resources to project activities in order to meet or exceed stakeholder needs and expectations from a project |
|
|
Term
| Define Project Management Software |
|
Definition
| ____ supports the long-term and day-to-day management and execution of the steps in a project |
|
|
Term
| What are the 3 Interdependent Variables of Project Management |
|
Definition
The 3 Interdependent Variables of ____ are:
1) Time
2) Cost
3) Scope |
|
|
Term
|
Definition
| A ____ is a formal, approved document that manages and controls project execution |
|
|
Term
| What are 4 Characters of a Well-Defined Project Plan? |
|
Definition
4 Characteristics of a Well-Defined ____ are:
1) Easy to read and understand
2) Communicated to all key participants
3) Appropriate size, complexity, and criticality
4) Prepared by team, rather than individuals |
|
|
Term
| What are the Top 5 Successful Project Management Strategies? |
|
Definition
The Top 5 Successful ____ Strategies are:
1) Define project success criteria
2) Develop a solid project plan
3) Divide and conquer
4) Plan for change
5) Manage project risk |
|
|
Term
| What are the 3 Attributes that Successful ERP Projects share? |
|
Definition
The 3 Attributes that successful ____ projects share are:
1) Overall fit
2) Proper business analysis
3) Solid implementation plans |
|
|
Term
| What are 3 reasons that ERP solutions are growing? |
|
Definition
3 Reasons that ____ solutions are growing are:
1) ___ is a logical solution to the mess of incompatible applications that have sprung up
2) ___ addresses the need for global information sharing and reporting
3) ___ is used to avoid the pain and expense of fixing legacy systems |
|
|
Term
| What are the 3 Enterprise Applications in a connected corporation? |
|
Definition
The 3 ____ in a connected corporation are:
1) CRM
2) SCM
3) ERP |
|
|
Term
| Define Collaboration System |
|
Definition
| ____ is an IT-based set of tools that supports the work of teams by facilitating the sharing and flow of information |
|
|
Term
| What are 3 reasons that organizations create and use teams, partnerships, and alliances? |
|
Definition
3 reasons that organizations create and use ____ are:
1) Undertake new initiatives
2) Address both minor and major problems
3) Capitalize on significant opportunities |
|
|
Term
| Define Information Partnership |
|
Definition
| ____ occurs when two or more organizations cooperate by integrating their IT systems, thereby providing customers with the best of what each can offer |
|
|
Term
| What are the 2 goals of an Alliance? |
|
Definition
The 2 goals of an ____ are:
1) Minimize joint costs
2) Improve service |
|
|
Term
|
Definition
| A ____ is a web-based tool that can make it easy for users to add, remove, and change online content |
|
|
Term
|
Definition
| A ____ are collaborative Web pages that allow users to edit documents, share ideas, or monitor the status of a project |
|
|
Term
| Define Enterprise Resource Planning (ERP) |
|
Definition
| ____ integrates all departments and functions throughout an organization into a single IT system so that employees can make enterprise wide decisions by viewing enterprise wide information on all business operations |
|
|
Term
| Define Core ERP Component |
|
Definition
| ____ are traditional components included in most ____ systems, primarily focusing on internal operations |
|
|
Term
| Define Extended ERP Component |
|
Definition
| ____ are extra components that meet the organizational needs not covered by the core components, primary focus on external operations |
|
|
Term
| What are the 3 most common core ERP components? |
|
Definition
The 3 most common ____ components are:
1) Accounting and finance
2) Production and materials management
3) Human resource |
|
|
Term
| Define Accounting and Finance ERP Component |
|
Definition
| ____ manages accounting data and financial processes within the enterprise |
|
|
Term
| Define Production and Materials Management ERP Component |
|
Definition
| ____ handles the various aspects of production planning and execution |
|
|
Term
| Define Human Resource ERP Component |
|
Definition
| ____ tracks employee information, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities |
|
|
Term
| What are 4 examples of Extended ERP Components? |
|
Definition
4 examples of ____ components are:
1) Business intelligence
2) Customer relationship management
3) Supply chain management
4) E-business (e-logistics, e-procurement) |
|
|
Term
|
Definition
4 benefits of ____ are:
1) Quality and efficiency
2) Decreased costs
3) Decision support
4) Enterprise agility |
|
|
Term
| What benefits could the American Cancer Society gain from using analytical CRM? |
|
Definition
|
|
Term
| How could the ACS use SRM to increase efficiency in its business? |
|
Definition
|
|
Term
| How could the ACS use BI and data mining to help fight cancer? |
|
Definition
|
|
Term
| What are the 2 components of Enterprise CRM |
|
Definition
The 2 components of ____ are:
1) Front Office - Operational
2) Back Office - Analytical |
|
|
Term
| What are 5 examples of Analytical CRM information? |
|
Definition
5 examples of ____ information are:
1) Give customers more of what they want
2) Value their time
3) Overdeliver
4) Contact frequently
5) Generate a trustworthy mailing list
6) Follow up |
|
|
Term
| What are the 3 marketing operational CRM technologies? |
|
Definition
The 3 ____ technologies are:
1) List generator
2) Campaign management system
3) Cross-selling and up-selling |
|
|
Term
|
Definition
| ____ complies customer information from a variety of sources and segments the information for different marketing campaigns |
|
|
Term
| Define Campaign Management System |
|
Definition
| ____ guides users through marketing campaigns |
|
|
Term
|
Definition
| ____ is selling additional products or services |
|
|
Term
|
Definition
| ____ is increasing the value of a sale |
|
|
Term
| What are 5 CRM success factors? |
|
Definition
5 factors of ____ success are:
1) Clearly communicate the ___ strategy
2) Define information needs and flows
3) Build an integrated view of the customer
4) Implement in iterations
5) Scalability for organizational growth |
|
|
Term
| Define Supplier Relationship Management (SRM) |
|
Definition
| ____ focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects; optimizes supplier selection |
|
|
Term
| Define Partner Relationship Management (PRM) |
|
Definition
| ____ focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel |
|
|
Term
| Define Employee Relationship Management (ERM) |
|
Definition
| ____ provides employees with a subset of CRM applications available through a web browser |
|
|
Term
| Define Business Intelligence (BI) |
|
Definition
| ____ applications and technologies used to gather, provide access to, and analyze data and information to support decision-making efforts |
|
|
Term
| What are the 3 types of Business Intelligence? |
|
Definition
The 3 types of ____ are:
1) Strategic
2) Operational
3) Tactical |
|
|
Term
|
Definition
| ____ is the process of analyzing data to extract information |
|
|
Term
|
Definition
| ____ use a variety of techniques to find patterns and relationships in large volumes of information |
|
|
Term
| What are 4 types of Data-Mining Tools? |
|
Definition
4 types of ____ tools are:
1) Classification
2) Estimation
3) Affinity grouping
4) Clustering |
|
|
Term
| How could Mini's sales department and/or customer service department use CRM technology to improve its operations? |
|
Definition
|
|
Term
| How could analytical CRM be applied to benefit companies like Mini? |
|
Definition
|
|
Term
| How might Mini's business model change if it decreased its investment in CRM technologies |
|
Definition
|
|
Term
| Define Customer Relationship Management |
|
Definition
| ___ involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability |
|
|
Term
| What are the 3 things by which organizations find their most valuable customers? |
|
Definition
The 3 things by which organizations can find ____ are:
1) Recency
2) Frequency
3) Monetary value |
|
|
Term
|
Definition
| ____ is how recently a customer purchased items |
|
|
Term
|
Definition
| ____ is how frequently a customer purchased items |
|
|
Term
|
Definition
| ____ is how much a customer spends on each purchase |
|
|
Term
| What are the 3 phases of evolution of CRM? |
|
Definition
The 3 phases of evolution of ____ are:
1) Reporting (customer identification)
2) Analyzing (customer segmentation)
3) Predicting (customer prediction) |
|
|
Term
|
Definition
| ____ supports traditional transaction processing for day-to-day front-office operations or systems that deal directly with the customers |
|
|
Term
|
Definition
| ____ supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customer |
|
|
Term
|
Definition
| ____ is when a website knows enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person |
|
|
