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________ is the activity of altering the existing business processes and designing new ones to take advantage of new information systems.


A) Business process management
B) Business process reengineering
C) Business process outsourcing
D) Business process interoperability

E) B) and D)
F) None of the above

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What are some of the benefits of enterprise application integration (EAI)?

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EAI is a suite of software applications ...

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During which of the following phases of the customer life cycle do win-back processes categorize customers according to value?


A) customer acquisition
B) marketing
C) relationship management
D) loss/churn

E) B) and C)
F) A) and D)

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Which of the following statements is true of enterprise application integration (EAI) ?


A) A disadvantage of the EAI software is the lack of metadata files that describe where data are located.
B) The layers of EAI software prevent existing applications from communicating with each other.
C) EAI makes use of a centralized database that acts as a "virtual integrated database" for users to process.
D) EAI software can be configured to automatically make conversions needed to share data among different systems.

E) A) and B)
F) B) and C)

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Which of the following statements is true of personal information systems?


A) Personal information systems that support a particular department are called workgroup information systems.
B) Adapting to changes in personal information systems is extremely difficult and time consuming.
C) Personal information systems have a single user only, and so the procedures are probably not documented or formalized.
D) The solutions to problems in a personal information system usually involve more than one department.

E) None of the above
F) C) and D)

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How can organizations solve the problems caused by information silos?

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An information silo occurs when data is ...

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Implementing new enterprise systems can improve efficiency of an organization.

A) True
B) False

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The problems posed by information silos ultimately lead to ________.


A) diseconomies of scope
B) increased costs for an organization
C) diminishing marginal returns
D) reduced organizational innovation

E) B) and D)
F) None of the above

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The second phase of the customer life cycle is customer acquisition.

A) True
B) False

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Personal information systems generally support around 10 users.

A) True
B) False

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In the case of workgroup information systems, problems are resolved by contract and litigation.

A) True
B) False

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Explain inter-enterprise information systems.

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Inter-enterprise information systems are...

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Transitioning from one enterprise system to a new enterprise system is fairly easy due to the integrated steps involved in the process.

A) True
B) False

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What are personal information systems?

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Personal information systems are informa...

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Customer management and lead generation are information systems applications that support an organization's ________.


A) accounting department
B) human resources department
C) sales and marketing department
D) customer service department

E) A) and D)
F) None of the above

Correct Answer

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Inherent processes are ________.


A) time-consuming business processes that involve substantial investment
B) predesigned procedures for using software products
C) the set of procedures that help companies implement business process reengineering
D) business process reengineering techniques with low success rates

E) B) and D)
F) A) and B)

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Enterprise resource planning (ERP) was originally used in the ________ domain.


A) accounting
B) customer support
C) manufacturing
D) human resources

E) A) and D)
F) A) and C)

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Every contact and transaction with a customer is recorded in the CRM database.

A) True
B) False

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The solutions to problems in an enterprise system usually involve more than one enterprise.

A) True
B) False

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The last phase of the customer life cycle is relationship management.

A) True
B) False

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