Study sets, textbooks, questions
Upgrade to remove ads
MIS chapter 8 & 9
Terms in this set (93)
Customer relationship management systems have helped Sprint accomplish which of the following?
CRM systems have helped Sprint find its most valuable customers using RFM, Recency, Frequency, and Monetary value.
Which of the following is an example of CRM analysis technologies for Sprint?
Why did sprints sales not meet forecasts?
Which of the following is an example of operational CRM for Sprint?
using campaign management systems to guide users through marketing campaigns
Which of the following is an example of analytical CRM at Sprint?
highlighting all customers who have purchased a service in over a year and sending a personal letter and a special discount coupon
What was the CRM metric Sprint used to analyze customer calls?
Average speed of answer (ASA)
CRM Predicting technologies
Customer prediction asking what will happen
CRM reporting technologies
Customer identification asking what happened
CRM analysis technologies
Customer segmentation asking why it happened
Takes information entered into a given system and sends it automatically to all downstream systems and processes.
The integration of data from multiple sources, which provides a unified view of all data.
The integration of a company's existing management information systems.
The use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.
Enterprise application integration (EAI) software
Takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors.
Takes information entered into a given system and sends it automatically to all upstream systems and processes.
Several different types of software that sit between and provide connectivity for two or more software applications.
Enterprise application integration (EAI)
Connects the plans, methods, and tools aimed at integrating separate enterprise systems.
Allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.
Accounting and finance ERP component
Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
Production and materials management ERP
Handles production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control.
Core ERP components
The traditional components included in most ERP systems and primarily focus on internal operations.
Extended ERP component
The extra components that meet organizational needs not covered by the core components and primarily focus on external operations.
A process that builds layer by layer in an addictive process- 3 dimensional solid object from a digital model
Uses electronics tags and labels to identify objects wirelessly over short distances.
Unmanned aircraft that can fly autonomously, or without a human
Focus on creating artificial intelligence devices that can move and react to sensory input
Activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distributing and warehousing.
Purchasing of goods and services to meet the needs of the supply chain
Processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain
Which of the following are included in a typical supply chain?
Which of the following are included in the five basic supply chain activities?
Which of the following is not one of the three phases in the evolution of CRM?
What takes information entered into a given system and sends it automatically to all downstream systems and processes?
Where would you find the customers' customer in a typical supply chain?
What uses electronic tags and labels to identify objects wirelessly over short distances?
What is inventory cycle time?
the time it takes to manufacture a product and deliver it to the retailer
What takes a new approach to middleware by packaging commonly-used applications together, reducing the time needed to integrate applications from multiple vendors?
enterprise application integration middleware
Which of the following questions can procurement help a company answer?
-What quantity of raw materials should we purchase to minimize spoilage?
-How can we guarantee that our raw materials meet production needs?
-At what price can we purchase materials to guarantee profitability?
What is automatic call distribution?
a phone switch routes inbound calls to available agents
Which of the following is a common customer service CRM metric?
average time to resolution
What is an application integration?
the integration of a company's existing management information systems
Which question below represents a CRM analyzing technology question?
Why did sales not meet forecasts?
What systems are used to create the digital designs and then manufacture the products?
computer-aided design/computer-aided manufacturing
What is 3D printing?
A process that builds—layer by layer in an additive process—a three dimensional solid object from a digital model.
Which of the following is a characteristic of a successful project?
-delivered on time
-meets the business's requirements
-delivered within budget
What are the three primary variables (or triple constraints) in any project?
time, cost, scope
What is a graphical network model that depicts a project's tasks and the relationships between those tasks?
What is the logical relationship that exists between the project tasks or between a project task and a milestone?
What type of chart typically displays the critical path?
In a Gantt chart, tasks are listed _____________ and the project's timeframe is listed ____________.
A set of policies, procedures, standards, processes, practices, tools, techniques, and tasks that people apply to technical and management challenges.
Builds a small-scale representation or working model of the system to ensure it meets the user and business requirements.
A modern design approach where the designers and system users use an iterative approach to building the system.
A sequence of phases in which the output of each phase becomes the input for the next.
Consists of a series of tiny projects. It has become the foundation of multiple agile methodologies.
Uses small teams to produce small pieces of software using a series of "sprints," or 30-day intervals, to achieve an appointed goal.
Extreme programming (XP) methodology
Breaks a project into four phases, and developers cannot continue to the next phase until the previous phase is complete.
Rational unified process (RUP) Methodology
Provides a framework for breaking down the development of software into four "gates."
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 development process.
Aims for customer satisfaction through early and continuous delivery of useful software components developed by an iterative process using the bare minimum requirements.
Periodic reviews of actual performance versus expected performance.
Defines the how, what, when, and who regarding the flow of project information to stakeholders and is key for managing expectations.
Defines all project roles and indicates what responsibilities are associated with each role.
Actively involved in the project or whose interests might be affected as a result of project execution or project completion.
Project scope statement
Links the project to the organization's overall business goals. It describes the business need (the problem the project will solve) and the justification, requirements, and current boundaries for the project.
project requirement documents
Defines the specifications for product/output of the project and is key for managing expectations, controlling scope, and completing other planning efforts.
Project management office (PMO)
An internal department that oversees all organizational projects.
Assess if the entire system meets the design requirements of the users
Programmers test the system to ensure it is bug free
Verify that separate systems can work together passing data back and forth correctly
User acceptance testing (UAT)
Determines if the system satisfies the user and business requirements.
Tests individual units or pieces of code for a system
Verify that the units or pieces of code function correctly when integrated
measures the cost effectiveness of a project
measures how well a solution meets the identified system requirements to solve the problems and take advantage of opportunities
Measures practicality of a technical solution and the availability of technical resources and expertise
Measure how well the solution will be accepted in a given organization
Measures how well a solution can be implemented within existing legal and contractual obligations
Measures project time frame to ensure that it can be completed on time
What is any measurable, tangible, verifiable outcome, result, or item that is produced to complete a project or part of a project?
A __________ session is where employees meet, sometimes for several days, to define or review the business requirements for the system.
Joint application development
An organization must identify what it wants to do and how it is going to do it. What does the "how" part of this question focus on?
analysis of project risks
Which report presents data that is distributed inside the organization and is intended for employees within an organization?
What is a business requirement?
the specific business requests the system must meet to be successful
_________ is provided for the system users and can be online or in a classroom.
What is a project?
a temporary activity undertaken to create a unique product, service, or result
Which of the following is not a primary form of agile methodology?
What represents key dates when a certain group of activities must be performed?
What is a project manager?
an individual who is an expert in project planning and management, defines and develops the project plan, and tracks the plan to ensure that the project is completed on time and on budget
What is it called when a company uses organizations from developing countries to write code and develop systems?
Which implementation uses both the legacy system and new system until all users verify that the new system functions correctly?
_________ verifies that separate systems can work together passing data back and forth correctly.
Which methodology provides a framework for breaking down the development of software into four gates?
What is the capability of two or more computer systems to share data and resources, even though they are made by different manufacturers?
Recommended textbook explanations
Advanced Engineering Mathematics
J. Douglas Faires, Richard L. Burden
Elementary Number Theory
Complex Analysis: A First Course with Applications
Dennis G. Zill, Patrick D. Shanahan
Sets found in the same folder
BCIS 1405 Lecture Exam 1
M.I.S. Chapter 9 Application Exercises
MIS Chapter 7
MIS 309 Test 1 AMMETER
Sets with similar terms
Quiz/Test Ch. 9
ISOM 210 Chapter 9
Chapter 9 Activities
Other sets by this creator
mgmt test 2
488 Chp. 17
488 Chp. 15
Other Quizlet sets
PS415 - Lecture 3
Audit Objective of Rights and Obligations
When a firewall drops a packet it means that the packet has been blocked from entering/leaving the network.
Making the Adobe Creative Cloud is now available to UofA students. What approach for software acquisition did the UoA used to allow students to have access to this software?
This step includes creating thorough recovery strategies to ensure the system can be recovered quickly and effectively following a disruption.