| Term | Definition |
|---|
| Information granularity | refers to the extent of detail within the information. |
| transactional information | encompasses all of the information contained within a single business process or unit of work, and its primary purpose is to support the performing of daily operational tasks. |
| analytical information | encompasses all organizational information, and its primary purpose is to support the performing of managerial analysis tasks. |
| real time information | this means immediate, up to date information. |
| real time systems | provide real-time information in response to query requests. |
| database | maintains information about inventory, transactions and employees. |
| hierachical database model | here information is organised into a tree like model that allows repeating of information. |
| network database model | a flexible way of representing objects and their relationships. |
| rational database model | database that store information in the form of logically related two dimensional tables. |
| entity | the relational database model is a person, place, thing, transaction, or event about which information is stored. |
| attributes | these are characteristics of an entity class. |
| primary key | is a field that uniquely identifies a given entity in a trade. |
| foreign key | the relational database model is a primary key of one table that appears as an attribute in another table and acts to provide a logical relationship between the two tables. |
| physical view | of information deals with the physical storage of information on a storage device such as a hard disk. |
| logical view | focuses on now users logically access information to meet their particular business needs. |
| scalability | this refers to how well a system can adapt to increaseed demands. |
| performance | measures how quickly a system performs a certain process or transaction. |
| redundancy | is the duplication of information or storage the same information in multiple places. |
| information integrity | is a measure of quality of information. |
| integrity constraints | are rules that help ensure the quality of informationa. |
| relational integrity constraints | are rules that enforce basic and fundamental information-based constraints. |
| business-critical integrity constraints | enforce business rules vital to an organizations success and often require more insight and knowledge than relational integrity constraints. |
| database management systems | is softward through which users and application programs interact with a database |
| data-driven website | is an interactive website kept constantly unpdated and relevant to the needs of its customers through the use of the data base. |
| integration | allows separate systems to communicate directly with each other. |
| forward integration | takes information entered into a given system and sends it automatically to all downstream systems and processes. |
| backward integration | takes informational entered into a given system and sends it automatically to all upstream systems and processes. |
| data warehouse | is a logical collection of information, gathered from many different operational databases that supports businessanalysis activities and decision making tasks. |
| extraction transformation | a process that extracts information from intelectual and external databases, transforms the information using a common set of enterprize definitions and loads the information into the data warehouse. |
| cube | this is a common term for representation of mutlidimensional information |
| information cleansing or scrubbing | this is a process that weeds out and fixes or discards inconsistent, incorrect, or incompleat information. |
| data mining | this is the process of analysing data to extract information not offered by the raw data alone. |
| customer reltionship management (CRM) | this involves managing all aspects of a customers relationship with an organization to increase customer loyalty and retention and organizations profitability. |
| reporting technologies | help organizations identify their customers across other applications. |
| analysis technologies | help organizations identify their customers into categories such as best and worst customers. |
| predicting technologies | help organizations make predictions regarding customer behavior such as |
| operational CRM | supports traditional processing for day to day office operations or systems that deal directly with the customers. |
| analytical CRM | supports back office operations and stategic analysis and includes all systems that do not directly deal the customers. |
| List generators | compile customer information froma variety of sources and segment information for different marketing campaign. |
| campaign management systems | guide uses through marketing campaigns performing such tasks as campaingn defintition planning, scheduling, segmentation and success analysis. |
| cross selling | is selling additional products to a customer |
| up selling | is increasing the value of the sale |
| sales force automation | this is a system that automatically tracks all of the steps in the sales process. |
| sales management CRM systems | automate each phase of the sales process helping individual sales representatives coordinate their accounts. |
| contact management CRM systems | maintains customer contact information and identifys prospective customers for future sales. |
| opportunity management CRM systems | target sales opportunities by finding new customers or companies for future sales. |
| a contact center | where customer service representatives answer customer inquiries. |
| web based self service | allows customers to use the web to find answers to their questions or solutions to their problems. |
| call scripting systems | access organizational databases that track similar issues. |
| personalization | occurs when a website can know enough about a persons likes that they offer more entising products. |
| SRM | focuses by keeping suppliers satisfied by evaluating and categorizing supppliers for different products. |
| PRM | focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel. |
| ERM | provides employees with a subset of CRM applications avliavle through a web browser. |
| business information systems | refers to applilcations and technologies that are used to gather, provide access to, and analyze data and information to support decision making efforts. |
| data mining | process of analysing data to extract information not offered by the raw data alone. |
| data mining tools | use a variety of techniques to find patterns and relationships in large volumes of information. |
| cluster analysis | is a technque used to devide an information set into mutally exclusive groups such that the members of each group are as close together as possible. |
| association detection | reveals the degree to which variables are related and the nature and frequency of these relationships in the information. |
| market basket analysis | aqnalyzes such items as websites and checkout scanner information to detect customers buying behavior. |
| statistical analysis | performs such functions as info correlations distributions calculations and various analysis. |
| forecasts | made on the basis of time series information. |
| time series information | is time stamped info collected at a particular frequency. |
| single point of access to information for users | with a BI solution, organizations can unlock information heldwithin theri databases by giving authorized users a singlepoint of access to data. |
| bi access across organization departments | the greatest benefit is that it can be used at every stop in the calue chain. |
| up to minute informationa for everyone | the key to unlocking information is to give users the tools to quickly and easily find immediate answers to theri questions. |
| quantifiable benefits | these include benefits working time saved in producing reports, selling information to suppliers and so on. |
| indireclty quantifiable benefits | this can be evaluated though indirect evidence such as improved customer service. |
| unpredictable benefits | are the result of discoveries made by creative users. |
| intangible benefits | include improved communication thoughout the enterprise, improved job satisfaction of empowered users, and improved knowledge sharing. |
| retail and sales | predicting sales; determining correct inventory levels and distribution schedules amoung outlets. |
| banking | forecasting levels of bad loans and frudulent credit card use, credit card spending by new customers, and which kind of customers will best respond to new loan offers. |
| operations management | predicting machinery failures; finding key factors that control optimization of manufacturing capacity. |
| brokerage and securities trading | predicting when bond prices will change; forecasting the range of stock fluctuations for particular issues and the overall market. |
| insurance | forecasting claim amounts and medical coverage costs. |
| hardware and software | predicting disk-drive failures; forecasting how long it will take to create new chips. |
| law enforcement | tracking crime patterns, locations, and criminal behaviour. |
| government and defense | forecasting the cost of moving military equipment. |
| airlines | capturing data on where customers are flying and the ultimate destination of passangers who change carriers in hub cities. |
| health care | correlating demographics of patients with critical illnesses; developing better insights on symptoms and their causes and how to provide porper treatments. |
| broadcasting | predicting what is best to air during prime time and how to maximize returns by interjecting advertisments. |
| marketing | classifying customer demographics that can be used to predict which customers will respond to a mailing or buy a particular product. |
| where the business has been | Historical perspective is always important in determining trends and patterns of behavior. |
| where it is now | current situations are critical to either modify if not acceptable or encourage if they are trending |
| and where it will be in the near future | being able to predict with surety the direction of the company is critical to sound planning and to creating sound business strategies. |
| enteprise resource planning (ERP) | integrates all departments and functions throughout an organization into a single IT system (better decisions can be made). |
| Core ERP compenents | are the traditional compenents included in most ERP systems and they primarily focus on internal operations. |
| Extended components ERP | are the extra components that meet the organizational needs covered by the core components and primarily focus on external operations. |
| Accounting and finance components ERP | manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payble, accounts receivable |
| productiong and materials management components ERP | handle the various aspects of production planning such as productiong scheduling. |
| human resources components ERP | track employee information including payroll, benefits, compensation, and performance assessment. |
| extended components ERP | the extra components that meet the organizational needs not covered by the core compenents. |
| supply chain management (SCM) | involves the management of information flows between and amoung stages to maximise effectiveness and profitability. |
| ebusiness | means conducting business on internet, not only buying and selling but also serving customers. |
| elogistics | this manages the transportation and storage of goods. |
| eprocurement | this is the business to business (B2B) purchase and sale or supplies and services over the internet. |
| middleware | this is several different types of softward that sit in the middle of and provide connectivity between two or more software apllicationss. |
| Enterprise application integration (EAI) middleware | this represents a new approach to middleware by packaging together commonly used functionality, such as providing prebuilt links to popular enterprise applications. |
| balanced scorecard | this is a management systtem, in addition to a measurement system, that enables organization to clarify their vision and strategy and translate them into action. |
| overall fit | refers to the degree of gaps that exist between the system and the business process. |
| proper business analysis | the best way to determine which fit stategy is right to conduct a thorough business analysis. |
| solid implementation plans | a plans is needed to monitor the quality objectives and timelines. |
| systems development life cycle (SDLC) | this is the overall process for developing information systems from planning and analysis through implementation and maintenence |
| planning phase | involves establishing a high level plan of the intended project. |
| analysis phase | involves analyzing end-user business requirements and refinning project goals into definned functions and operations of the intended system. |
| business requirements | are the detailed set of business requests that the system must meet in order to be successful. |
| design phase | involves describing the desired features and the operations of the system including screen layouts. |
| development phase | involves taking all of the detailed design documents from the design phase and transforming them into the actual system |
| testing phase | involves bringing the project pieces together into a special testing enviroment to test for errors and bugs. |
| implementation phase | involves placing the system into production so users can begin to perform actual business operations witth the system |
| maintenance phase | involves performing changes, corrections to ensure the system continues to meet the business goals. |
| methodology | this is a set of policies, procudures and standards. |
| waterfall methodology | this is an activity-based process in which each phase in the SDLC is performed sequentially from planning through implementation and maintenance |
| iterative development | this consists of a series of tiny projects |
| agile mathodology | aims for the customer satisfaction through early continous delivery of useful software components developed by an iterative process. |
| rapid application development (RAD) methodology | emphasizes extensive user involvement in the rapid and evolutionary construction of working prototypes of a system to accelerate the systems developemnt process. |
| protype | smaller-scale representation or working model of the users' requirements or a proposed design for an information system. |
| extreme programming (XP) methodology | like other agile methods, breaks a project into tiny phrases, and developers cannot continue on to the next phase untill the first pahse is complete. |
| rational unified process (RUP) | provides framework for braking down development of soft ware --> inception--> elaboration -->construction --> transition |
| scrum methodology | uses small teams to produce small pieces of deliverable software using sprints or 30-day intervals, to achieve an appointed goal. |
| project stakeholders | individuals involved in the project whose interests might be affected as a result of project execution. |
| smart | specific/measurable/agreed upon/realistic/time framed |
| project charter | the document issued by the project initiator, formally authorizing the existance of a project. |
| project plan | a formal approved document that manages and controls project execution. |
| kill switch | a trigger that enables a project manager to close the project prior to compeltion. |
| program evaluation and review technique (PERT) | this is a graphical network model that depicts project's tasks and the relationships between those tasks. |
| dependency | the logical relationship between a project task and a milestone. |
| critical path | a path from start to finish, compleating the project in the shortest amount of time. |
| Gantt chart | this is a simple bar chart that depicts project tasks against a calander. |
| project manager | an individual who is an expert in project planning |
| change management | a set of techniques that aid in evolution, composition, and policy management. |
| change control board (ccb) | that is responsible for approving or rejecting all change requests. |
| insourcing | in house development |
| outsourcing | this is where a company offers services for another company and does not perform those services in house. |
| onshore outsourcing | engaging another company within the same country for services |
| nearshore outsourcing | contracting an outsourcing arrangement with a company |
| offshore outsourcing | using organizations from developing countries to write code and develop systems. |
| financial savings | typically cheaper to hire workers in china and india |
| rapid growth | by taking advantage of outsourcing, an organization is able to acquire best-practice process expertise |
| the internet | the pervasive nature of the internet as an effective sales channel has allowed clients to become more comfortable with outsourcing |
| globalization | as markets open worldwide, competition heats up. |
| contract legth problem | difficulty of getting out of a contract, problems in foreseeing resources needed, problems reforming intenal IT contact. |
| competitive edge | effective and innovative use of IT can give an organization a _________ over it's rivals. |
| confidentiality | some companies decide against outsourcing due to secret information getting into the hands of the provider. |
| scope definition | most organizations suffer from problems associate with the ________ system. |
| Which of the following represents the different information formats? | Detail, summary, aggregate |
| What in the relational database model is a person, place, thing, transaction, or event about which information is stored? | Entity |
| All of the following are advantages of database-stored information, except: | Increased information redundancy |
| What measures how quickly a system performs a certain process or transaction? | Performance |
| What are the rules that help ensure the quality of information? | Integrity constraints |
| how does CRM allow a business to perform better | Help sales staff close deals faster, Make call centers more efficient and Provide better customer service. |
| What helps an organization identify its customers across applications? | Reporting |
| Which of the following operational CRM technologies does the marketing department typically use? | List generator, campaign management, cross-selling and up-selling |
| What targets sales opportunities by finding new customers or companies for future sales? | Opportunity management systems |
| What allows customers to use the web to find answers to their questions or solutions to their problems? | Web-based self-service |
| What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection? | Supplier relationship management |
| Which of the following is one of the CRM business drivers? | Automation/productivity/efficiency, Increase revenues and Inventory control |
| What activities do production and materials management components perform? | Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. |
| Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions? | Business intelligence |
| What are several different types of software, which sit in the middle of and provide connectivity between two or more software applications? | Middleware |
| What represents a new approach to middleware by packaging together commonly used functionality, such as providing prebuilt links to popular enterprise applications, which reduces the time necessary to develop solutions that integrate applications from multiple vendors? | Enterprise application integration middleware |
| What is an IT–based set of tools that supports the work of teams by facilitating the sharing and flow of information? | Collaboration system |
| What provides tools to manage the creation, storage, editing, and publication of information in a collaborative environment? | Content management system |
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