ITSS 3300 Exam 3 with Correct Solutions
Process efficiency - ✅✅ ratio of outputs to inputs
Process effectiveness - ✅✅ how well a process achieves organizational strategy
Information silos - ✅✅ ____ arise when IS supports department processes rather
than enterprise-level processes; personal and workgroup support applications are
created over time; organizations grow, especially by merger and acquisitions
Customer relationship management (CRM) - ✅✅ suite of applications, dates, set
of inherent processes; manage all interactions with customer through 4 phases of
customer life cycle
Marketing, customer acquisition, relationship management, loss/churn - ✅✅
customer life cycle
Enterprise resource planning (ERP) - ✅✅ a suite of applications who's primary
purpose is integration. Integration allows real-time updates
Enterprise application integration (EAI) - ✅✅ connects system "islands", enables
communicating and sharing data and provides integrated information; enables
gradual move to ERP
Collaborative management, requirements gaps, transition problems, employee
resistance, new technology - ✅✅ what are the challenges of implementing and
upgrading enterprise information systems?
Fraud triangle - ✅✅ contends that pressure, opportunity, and rationalization are
the 3 key factors in white-collar crime
People working together to achieve a common goal, feedback and iteration - ✅✅
what are the 2 key characteristics of collaboration
Groupthink - ✅✅ the desire for group cohesion
Successful outcome, growth in team capability, meaningful and satisfying
experience - ✅✅ what are 3 criteria for successful collaboration?
, Becoming informed, making decisions, solving problems, managing projects -
✅✅ what are the 4 primary purposes of collaboration?
Becoming informed - ✅✅ share data and communicate interpretations; develop
and document shared understandings
Making decisions - ✅✅ operational decisions, managerial decisions, strategic
decisions
Managing projects - ✅✅ starting phase, planning phase, doing phase, finalizing
phase
Phases of solving problems - ✅✅ define the problem, identify alternative
solutions, specify evaluation criteria, evaluate alternatives, select an alternative,
implement solution
True - ✅✅ true or false: the operations group within the IS department monitors
user experience and responds to user problems
Outsourcing relations - ✅✅ in the IS department, the ______ group exists in
organizations that have negotiated outsourcing agreements with other companies to
provide equipment, applications, or other sources
Technical writer - ✅✅ Jane's company manufactures 3D printers, and his job is
to prepare user manuals for the products. Jane also prepares training material for
the workers who are involved in the manufacturing process. With reference to his
job profile, Jane is a ______
Standard operating procedures - ✅✅ what does SOP stand for?
False - ✅✅ true or false: if an organization does not develop programs in-house,
then the development group of the IS department will include programmers, test
engineers, and technical writers.
Preventing silos, customer support, increased efficiency, data analytics, hardware,
software, people, processes, data, one truth=accuracy - ✅✅ list the major
functions of the IS department
