Chapters 9-12

1.
Which of the following statement best describes a push-based
model?
CORRECT ANSWER:
In a push-based model, actual customer orders or purchases trigger events
in the supply chain.

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2.
In a(n) __________ model, production master schedules are based
on forecasts for best guesses of demand for products, and
products are pushed to customers.
CORRECT ANSWER:
push-based

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3.
Tools enabling a business to link customer conversations, data,
and relationships from social networking sites to CRM processes
are called __________.
CORRECT ANSWER:
social CRM

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4.
A(n) __________ is an integrated suite of business applications for
virtually every department, process, and industry, allowing
companies to integrate information across operations on a
company-wide basis using one large database.
CORRECT ANSWER:
enterprise system

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5.
In a(n) __________ model, actual customer orders or purchases
trigger events in the supply chain. Transactions produce and
 deliver only what customers have ordered and move up the
supply chain from retailers to distributors to manufacturers and
eventually to suppliers.
CORRECT ANSWER:
pull-based

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6.
__________ enable(s) a firm to model its existing supply chain,
generate demand forecasts for products, and develop optimal
sourcing and manufacturing plans.
CORRECT ANSWER:
Supply chain planning systems

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7.
Which of the following statements best describes demand
planning?
CORRECT ANSWER:
Demand planning determines how many product a business needs to
satisfy all of its customers’ demands.

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8.
Which of the following best describes a supply chain?
CORRECT ANSWER:
A supply chain is a network of organizations and business processes for
procuring raw materials, transforming these materials into intermediate
and finished products, and distributing the finished products to customers.

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9.
In enterprise applications, tools for flexible reporting, ad hoc
analysis, interactive dashboards, what-if scenario analysis, and
data visualization are a part of __________.
CORRECT ANSWER:
business intelligence tools
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10.
A method of interaction with the customer, such as telephone, e-
mail, customer service desk, conventional mail, Facebook, Twitter,
Web site, wireless device, or retail store is called a __________.
CORRECT ANSWER:
touch point

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11.
__________ is a phenomenon in which information about the
demand for a product gets distorted as it passes from one entity
to the next across the supply chain.
CORRECT ANSWER:
The bullwhip effect

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12.
What is churn rate?
CORRECT ANSWER:
The churn rate measures the number of customers who stop using or
purchasing products or services from a company.

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13.
Which of the following comprehensive CRM packages will best
assist the company in enhancing its collaboration with distributors
and retailers?
CORRECT ANSWER:
Partner relationship management

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14.
Which of the following manage(s) the flow of products through
distribution centers and warehouses to ensure that products are
delivered to the right locations in the most efficient manner?
CORRECT ANSWER:
 Supply chain execution systems

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15.
__________ deals with employee issues that are closely related to
CRM, such as setting objectives, employee performance
management, performance-based compensation, and employee
training.
CORRECT ANSWER:
Employee relationship management

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16.
Which of the following statements about an enterprise system is
true?
CORRECT ANSWER:
It provides firmwide information to help managers make better decisions.

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17.
Which of the following is a scheduling system for minimizing
inventory by having components arrive exactly at the moment
they are needed and finished goods shipped as soon as they
leave the assembly line?
CORRECT ANSWER:
The just-in-time strategy

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18.
The scenario illustrates which of the following?
CORRECT ANSWER:
Enterprise applications require not only deep-seated technological changes
but also fundamental changes to the way the business operates.

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 support
 attempts
i

1.
Which of the following statements is true of a geoinformation
service?
CORRECT ANSWER:
Waze is an example of a geoinformation service.

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2.
Which of the following best defines m-commerce?
CORRECT ANSWER:
The use of handheld wireless devices for purchasing goods and services
from any location

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3.
__________ include Foursquare, Loopt, and new offerings by
Facebook and Google.
CORRECT ANSWER:
Geosocial services

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4.
Which of the following statements is true of a geosocial service?
CORRECT ANSWER:
It can tell a person where friends are meeting.

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5.
 Which of the following best defines an electronic data interchange
(EDI)?
CORRECT ANSWER:
An electronic data interchange (EDI) enables the computer-to-computer
exchange between two organizations of standard transactions such as
invoices, bills of lading, shipments schedules, and purchase orders.

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6.
Which of the following sells physical products directly to
consumers or to individual businesses?
CORRECT ANSWER:
An e-tailer

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7.
Which of the following is true of digital goods?
CORRECT ANSWER:
The cost of producing the original first unit of a digital good is nearly the
total cost of the product.

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8.
Which of the following is true of the effect of the ubiquitous
nature of the Internet on e-commerce?
CORRECT ANSWER:
It reduces transaction costs for a customer.

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9.
Which of the following statements about e-commerce and
business-to-business transactions is true?
CORRECT ANSWER:
If even just a portion of inter-firm trade were automated, and parts of the
entire procurement process assisted by the Internet, literally trillions of
dollars might be released for more productive uses.

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10.
__________ is especially well-suited for location-based applications,
such as finding local hotels and restaurants, monitoring local
traffic and weather, and providing personalized location-based
marketing.
CORRECT ANSWER:
M-commerce

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11.
Google Apps, Photobucket.com, and Dropbox are all examples of
which e-commerce business model?
CORRECT ANSWER:
Service provider

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12.
Which of the following best describes the affiliate revenue model?
CORRECT ANSWER:
In the affiliate revenue model, Web sites send visitors to other Web sites in
return for a referral fee or percentage of the revenue from any resulting
sales.

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13.
In which of the following revenue models do firms offer basic
services or content for free, while charging a premium for
advanced or special features?
CORRECT ANSWER:
Free/freemium revenue model

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14.
Which of the following refers to the ability of firms to profitably
market goods to very small online audiences, largely because of
the lower costs of reaching very small market segments (people
who fall into the long tail ends of a Bell curve)?
CORRECT ANSWER:
Long tail marketing

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15.
Which of the following best describes behavioral targeting?
CORRECT ANSWER:
Behavioral targeting refers to the tracking of the clickstreams (the history of
clicking behavior) of individuals across multiple Web sites for the purpose
of understanding their interests and intentions, and exposing them to
advertisements that are uniquely suited to their interests.

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16.
Which of the following statements best describes the
phenomenon called “the wisdom of crowds”?
CORRECT ANSWER:
“Wisdom of crowds” refers to the belief that large numbers of people can
make better decisions about a wide range of topics or products than a single
person or even a small committee of experts.

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17.
__________ are independently owned third-party Net marketplaces
that connect thousands of suppliers and buyers for spot
purchasing.
CORRECT ANSWER:
Exchanges

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18.
What is an effect of the universal technical standards of the
Internet and e-commerce on customers?
CORRECT ANSWER:
Lower market entry costs

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19.
What are prediction markets?
CORRECT ANSWER:
They are established peer-to-peer betting markets where participants make
bets on specific outcomes.

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20.
Which of the following can tell you where your friends are
meeting?
CORRECT ANSWER:
Geosocial service

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21.
Which of the following statements best describes a private
industrial network?
CORRECT ANSWER:
A private industrial network is owned by the buyer, and permits the firm
and designated suppliers, distributors, and other business partners to share
product design and development, marketing, production scheduling,
inventory management, and unstructured communication, including
graphics and e-mail.

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22.
Which of the following is true of the effect of information density
in e-commerce markets?
CORRECT ANSWER:
Information density increases price transparency for consumers.

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23.
__________ is the first phase in a timeline to start up a new e-
commerce presence.
CORRECT ANSWER:
 Planning

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attempts
i

1.
Which of the following statements best describes knowledge
network systems?
CORRECT ANSWER:
They provide an online directory of corporate experts and their profiles,
with details about their job experience, projects, publications, and
educational degrees.

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2.
Which of the following provide an online directory of corporate
experts and their profiles, with details about their job experience,
projects, publications, and educational degrees?
CORRECT ANSWER:
Knowledge network systems

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3.
Intelligent agents are _________.
CORRECT ANSWER:
software programs that use a built-in or learned knowledge base to carry
out specific, repetitive, and predictable tasks for an individual user,
business process, or software application

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4.
Learning management systems __________.
CORRECT ANSWER:
provide tools for the management, delivery, tracking, and assessment of
various types of employee learning and training

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5.
__________ refers to knowledge that encompasses the insights,
judgment, creative processes, and wisdom that come from
learning and long experience in a field, and from many trials and
errors.
CORRECT ANSWER:
Tacit knowledge

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6.
Which of the following statements best describes enterprise-wide
knowledge management systems?
CORRECT ANSWER:
Enterprise-wide knowledge management systems are general-purpose
firmwide efforts to collect, store, distribute, and apply digital content and
knowledge.

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7.
Which of the following is artificial intelligence technology that
represents knowledge as a database of cases and solutions?
CORRECT ANSWER:
Case-based reasoning (CBR)

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8.
Which of the following best describes organizational learning?
CORRECT ANSWER:
Organizational learning is the creation of new standard operating
procedures and business processes that reflect an organization’s
experience.

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9.
An intelligent technique for capturing tacit knowledge in a very
specific and limited domain of human expertise is called
__________.
CORRECT ANSWER:
an expert system

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10.
Which of the following statements best describes digital asset
management systems?
CORRECT ANSWER:
Digital asset management systems help companies to classify, store, and
distribute digital objects such as photographs, graphic images, video, and
audio content.

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11.
__________ use(s) a built-in or learned knowledge base to carry out
specific, repetitive, and predictable tasks for an individual user,
business process, or software application.
CORRECT ANSWER:
Intelligent agents

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12.
What is machine learning?
CORRECT ANSWER:
It is the study of how computer programs can improve their performance
without explicit programming.

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13.
Which of the following statements best describes virtual reality
systems?
CORRECT ANSWER:
They are interactive graphics software and hardware that create computer-
generated simulations that provide sensations that emulate real-world
activities.

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14.
Which of the following statements best describes explicit
knowledge?
CORRECT ANSWER:
Explicit knowledge is knowledge that can be documented and codified,
often stored in information systems, on Web sites, in spreadsheets, or in
handbooks and manuals.

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15.
__________ is explicit knowledge that exists in formal documents,
as well as in formal rules that organizations derive by observing
experts and their decision-making behaviors.
CORRECT ANSWER:
Structured knowledge

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16.
Which of the following best describes enterprise content
management systems?
CORRECT ANSWER:
Enterprise content management systems help organizations manage both
structured and semistructured knowledge, and they have capabilities for
knowledge capture, storage, retrieval, distribution, and preservation to help
firms improve their business processes and decisions.

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17.
__________ are specialized systems built for engineers, scientists,
and other knowledge workers charged with discovering and
creating new knowledge for a company.
CORRECT ANSWER:
Knowledge work systems

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18.
What is computer-aided design?
CORRECT ANSWER:
 Computer-aided design (CAD) is a kind of knowledge work system that
automates the creation and revision of designs using computers and
sophisticated graphics software.

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19.
__________ consists of computer-based systems (both hardware
and software) that attempt to emulate human behavior.
CORRECT ANSWER:
Artificial intelligence (AI)

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20.
__________ refers to the set of business processes developed in an
organization to create, store, transfer, and apply knowledge.
CORRECT ANSWER:
Knowledge management

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21.
__________ is a problem-solving method that promotes the
evolution of solutions to specified problems using the model of
living organisms adapting to their environment.
CORRECT ANSWER:
A genetic algorithm

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22.
__________ is rule-based AI that tolerates imprecision by using
nonspecific terms called membership functions to solve problems.
CORRECT ANSWER:
Fuzzy logic

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attempts
i
1.
Which of the following statements about information systems and
management decision making is true?
CORRECT ANSWER:
Where information systems are useful, information quality, management
filters, and organizational culture can degrade decision making.

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2.
The intelligence stage involves __________.
CORRECT ANSWER:
discovering, identifying, and understanding the problems occurring in the
organization—why a problem exists, where, and what effects it is having on
the firm

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3.
In their interpersonal role, managers _________.
CORRECT ANSWER:
act as figureheads for the organization to the outside world and perform
symbolic duties

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4.
Which stage of the decision-making processes consists of
choosing among solution alternatives?
CORRECT ANSWER:
Choice stage

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5.
Identify the statement that best describes unstructured decisions.
CORRECT ANSWER:
Unstructured decisions are nonroutine, and there is no agreed-on
procedure for making them.

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6.
Which of the following statements about information technology
and management decision making is true?
CORRECT ANSWER:
Information technology provides new tools for managers to carry out both
their traditional and newer roles, enabling them to monitor, plan, and
forecast with more precision and speed than ever before.

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7.
__________ is the use of data mining techniques, historical data,
and assumptions about future conditions to predict outcomes of
events, such as the probability a customer will respond to an offer
or purchase a specific product.
CORRECT ANSWER:
Predictive analytics

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8.
Location analytics refers to __________.
CORRECT ANSWER:
the ability to gain business insights from the geographic component of data,
including location data from mobile phones, output from sensors or
scanning devices, and data from maps

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9.
__________ is a model that asks what-if questions repeatedly to
predict a range of outcomes when one or more variables are
changed multiple times.
CORRECT ANSWER:
Sensitivity analysis

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10.
Which of the following statements best describes the classical
model of management?
CORRECT ANSWER:
 Management focused on its formal functions of planning, organizing,
coordinating, deciding, and controlling

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11.
Which of the following best describes group decision-support
systems (GDSS)?
CORRECT ANSWER:
Group decision-support systems (GDSS) are interactive computer-based
systems that facilitate the solution to unstructured problems by a set of
decision makers working together as a group.

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12.
Which of the following statements best describes structured
decisions?
CORRECT ANSWER:
Structured decisions are repetitive and routine decisions which are handled
procedurally.

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13.
Which of the following statements best describes business
performance management (BPM)?
CORRECT ANSWER:
Business performance management attempts to systematically translate a
firm’s strategies into operational targets.

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14.
Which of the following statements best describes geographic
information systems (GIS)?
CORRECT ANSWER:
Geographic information systems (GIS) provide tools to help decision
makers visualize problems that benefit from mapping.

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15.
Which of the following is typically true of the types of decisions in
an organization?
CORRECT ANSWER:
Middle management faces more structured decision scenarios, but its
decisions may include unstructured components.

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16.
__________ state(s) that the actual behavior of managers appears
to be less systematic, more informal, less reflective, more
reactive, and less well organized than previously thought.
CORRECT ANSWER:
Behavioral models

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17.
In which of those roles do managers act as the nerve centers of
their organizations, receiving the most concrete, up-to-date
information and redistributing it to those who need to be aware of
it?
CORRECT ANSWER:
Informational

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18.
__________ refers to a framework for operationalizing a firm’s
strategic plan by focusing on measurable financial, business
process, customer, and learning and growth outcomes of firm
performance.
CORRECT ANSWER:
The balanced scorecard method

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19.
Which of the stages of the decision-making process involves
identifying and exploring various solutions to the problem?
CORRECT ANSWER:
 Design

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20.
The implementation stage of the decision-making process
involves __________.
CORRECT ANSWER:
making the chosen alternative work and continuing to monitor how well the
solution is working

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21.
Which of the following best describes business intelligence?
CORRECT ANSWER:
Business intellingence (BI) is a term used by hardware and software
vendors and information technology consultants to describe the
infrastructure for warehousing, integrating, reporting, and analyzing data
that comes from the business environment, including big data.

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