Deck 9: Customer Relationship Management and Business Intelligence

Question 1

The concept of a geographic information system and data visualization dates back to the 1800s.

Answer 1

True

Question 2

In an executive information system,information is presented in forms tailored to the job requirements of the executives using the system.

Answer 2

False

Question 3

If customers who purchase item A are already likely to purchase item B,then they'll be even more likely to buy item B if it is in a display just outside the aisle that holds item

Answer 3

True

Question 4

DSS software typically contains built-in analytical modeling routines and also enables you to build your own models.

Question 5

According to the textbook case,AMR Research only uses dashboards for financial research.

Question 6

Most business decision situations are either structured or unstructured.

Question 7

Operational databases are maintained by transaction processing systems.

Question 8

Management information systems provide ad hoc,flexible,and adaptable reports.

Question 9

DSS systems are designed to be ad hoc,quick-response systems that are initiated and controlled by business decision makers.

Question 10

Executive information systems are becoming so widely used by non-executives that they are sometimes humorously called "easy information systems."

Question 11

The main purpose of data mining is to provide decision support to managers and business professionals through a process referred to as information mining.

Question 12

New information technologies and networked PC versions of DSS software have made decision support available to lower levels of management,non-managerial individuals,and self-directed teams.

Question 13

According to the textbook case,an NBA team has been using a data analytics application to set ticket prices.

Question 14

Push reporting reduces information overload,instead of overwhelming decision makers with periodic,detailed reports of business activity.

Question 15

A new Web-based management tool known as a windshield displays critical information in an easy-to-read graphic format.

Question 16

Electronic spreadsheet packages provide some of the same model building offered by more powerful DSS software.

Question 17

Decision makers at the strategic management level often look to management information systems to provide them with summarized,ad hoc,and unscheduled reports,forecasts,and external intelligence to support their more unstructured planning and policymaking responsibilities.

Question 18

Decision support systems were the original type of information system developed to support managerial decision making.

Question 19

Even information that is outdated,inaccurate,or hard to understand has meaning,usefulness,and value.

Question 20

When using DSS software,managers usually request pre-specified information from the application.

Question 21

Companies should have clear criteria for determining when cases cannot be addressed through automation and who should deal with the exceptions.

Question 22

Enterprise information portals can help avoid excessive surfing by employees across company and Internet websites by making it easier for them to receive or find the information and services they need.

Question 23

Enterprise information portals are typically tailored or personalized to the needs of individual business users or groups of users.

Question 24

According to the Real World case,many early artificial intelligence applications were just solutions looking for problems; they contributed little to improved organizational performance.

Question 25

According to the Real World case,high-end borrowers tend to be Internet-savvy.

Question 26

Genetic algorithm software is being used to model a variety of scientific,technical,and business processes.

Question 27

According to the Real World case,lenders are implementing automated decision engines to help them remain competitive.

Question 28

Today's automated decision systems are best suited for decisions that must be made frequently and rapidly.

Question 29

An expert system applies reasoning to answer questions,but cannot explain the reasoning process to the user who asked the question.

Question 30

Portals are designed for use by executives,not the average employee.

Question 31

Expert systems learn from experience as they process information requests.

Question 32

According to the Real World case,DeepGreen Financial attracts customers with its low interest rates.

Question 33

According to the Real World case,the clothing industry was one of the first to employ automated decision making on a large scale.

Question 34

The enterprise information portal is a customized,personalized,Web-based interface for corporate extranets.

Question 35

A neural network can be trained to learn which credit characteristics result in good or bad loans.

Question 36

The latest generation of AI applications is designed to create and maintain rules without human intervention.

Question 37

Adaptive learning systems can only modify their behaviors based on the information with which they are programmed.

Question 38

The Japanese ride on subway trains,use elevators,and drive cars that are guided or supported by fuzzy process controllers.

Question 39

Knowledge engineers perform a role similar to that of systems analysts in conventional information systems development.

Question 40

Expert systems fail miserably in solving problems requiring a broad knowledge base.

Question 41

Deciding what product lines to develop over the next five years is an example of a(n)_______________ decision.

A)structured
B)semi-structured
C)unstructured
D)open-ended

Question 42

Business intelligence applications are based on all of the following except:

A)Personalized and Web-enabled information analysis
B)Knowledge management
C)Rapid information input processes
D)Decision support technologies

Question 43

_______________ is an example of a structured,tactical management decision.

A)Program control
B)Employee performance appraisal
C)Credit management
D)Company reorganization

Question 44

A weekly sales report is a typical example of a(n)_______________ report.

A)periodic scheduled
B)exception
C)demand
D)action

Question 45

Decisions made at the strategic management level tend to be more:

A)Structured
B)Semi-structured
C)Unstructured
D)All the choices are correct.

Question 46

Decision support systems use _______________ to support the making of semi-structured business decisions.

A)analytical models
B)specialized databases
C)a decision maker's own insights and judgments
D)All of the choices are correct.

Question 47

A major freight company has several thousand drivers.A report containing information about only those company drivers who have not taken a mandatory defensive driving course is an example of a(n)_______________ report.

A)periodic scheduled
B)exception
C)demand
D)action

Question 48

Decisions made at the operational management level tend to be more:

A)Structured
B)Semi-structured
C)Unstructured
D)All the choices are correct.

Question 49

Which of the following statements is a characteristic of the form dimension of information?

A)Information is based on past,present,or future time periods.
B)Information is arranged in a predetermined sequence.
C)All the information needed is provided.
D)The information can have a broad or narrow scope,or an internal or external focus.

Question 50

_______________ is an example of an unstructured,operational management decision.

A)Cash management
B)Program control
C)Product planning
D)Capital budgeting

Question 51

Harrah's,Capital One,and Barclays are a few of the companies using _______________ DSS models to identify customers who produce the greatest profit.

A)loyalty and service
B)product and service quality
C)customer selection
D)financial performance

Question 52

The type of information required by decision makers in a company is directly related to the level of management decision making and the amount of _______________ in the decision situations they face.

A)financial risk
B)structure
C)variable information
D)urgency

Question 53

Which of the following statements most accurately describes the strategic level of management?

A)Composed of a board of directors and an executive committee of the CEO and top executives who develop overall organizational goals,strategies,policies,and objectives as part of a strategic planning process
B)Composed of self-directed teams and middle managers,who develop short-and medium-range plans,schedules,and budgets
C)Composed of self-directed teams or supervisory managers who develop short-range plans,according to procedures and within the budgets and schedules established for the teams and other workgroups of the organization
D)None of the choices are correct.

Question 54

Which of the following statements most accurately describes the tactical level of management?

A)Composed of a board of directors and an executive committee of the CEO and top executives who develop overall organizational goals,strategies,policies,and objectives as part of a strategic planning process
B)Composed of self-directed teams and middle managers,who develop short-and medium-range plans,schedules,and budgets
C)Composed of self-directed teams or supervisory managers who develop short-range plans,according to procedures and within the budgets and schedules established for the teams and other workgroups of the organization
D)None of the choices are correct.

Question 55

Decisions made at the tactical management level tend to be more:

A)Structured
B)Semi-structured
C)Unstructured
D)Self-structured

Question 56

With _______________,information is available whenever a manager demands it.

A)push reporting
B)exception reports
C)periodic scheduled reports
D)demand reports and responses

Question 57

Which of the following statements most accurately describes the operational level of management?

A)Composed of a board of directors and an executive committee of the CEO and top executives who develop overall organizational goals,strategies,policies,and objectives as part of a strategic planning process
B)Composed of self-directed teams and middle managers,who develop short-and medium-range plans,schedules,and budgets
C)Composed of self-directed teams or supervisory managers who develop short-range plans,according to procedures and within the budgets and schedules established for the teams and other workgroups of the organization
D)None of the choices are correct.

Question 58

Which of the following statements is a characteristic of the content dimension of information?

A)Information is provided when it is needed.
B)Information is related to the information needs of a specific recipient for a specific situation.
C)Information is provided in an easy-to-understand form.
D)Information is presented in a narrative,numeric,or graphic form.

Question 59

The information products from an MIS take all the following forms except:

A)scheduled reports.
B)exception reports.
C)push reports.
D)pull reports.

Question 60

Dell,Wal-Mart,and Amazon are a few of the companies using _______________ DSS models to stimulate and optimize supply chain flow and reduce inventory levels.

A)pricing
B)product and service quality
C)financial performance
D)supply chain

Question 61

Who was the British AI pioneer responsible for proposing a test for determining if machines could think?

A)Alan Turing
B)John McCarthy
C)Allen Nevell
D)Herbert Simon

Question 62

Artificial intelligence is a science and technology based on:

A)Computer science
B)Biology and psychology
C)Linguistics and mathematics
D)All of the choices are correct.

Question 63

What type of analysis should be used to respond to the statement,"Let's cut advertising by $1000 repeatedly so we can see its relationship to sales"?

A)Goal-seeking
B)Optimization
C)Sensitivity
D)What-if

Question 64

__________ analysis involves making repeated changes to selected variables until a chosen variable reaches a target value.

A)What-if
B)Sensitivity
C)Goal-seeking
D)Optimization

Question 65

Many companies are using GIS technology along with global positioning system devices to do all of the following except:

A)Map customer traffic patterns within each store
B)Choose new retail store locations
C)Optimize distribution routes
D)Analyze the demographics of their target audiences

Question 66

Using a decision support system involves all of the following types of analytical modeling activities except _______________ analysis.

A)sensitivity
B)exception
C)what-if
D)goal-seeking

Question 67

According to the text,an enterprise knowledge portal has all of the following except:

A)Personalized views of news and data
B)Desktop publishing tools
C)Collaboration tools
D)Community work areas

Question 68

According to the Real World case,all of the following statements about the new generation of AI-based decision support systems are true except:

A)They are easier to create and manage than earlier systens
B)They do not require human intervention to identify problems or initiate analysis
C)They are designed to wait on expert or manager authorization before taking action
D)They are typically triggered without human intervention

Question 69

Which one of the following should be used to answer the question,"What would happen to sales if we cut advertising by 25 percent?"

A)Goal-seeking
B)Optimization
C)Sensitivity
D)What-if

Question 70

A(n)_______________ is a Web-based interface and integration of MIS,DSS,EIS,and other technologies that gives all intranet users and selected extranet users access to a variety of internal and external business applications and services.

A)Enterprise Resource System
B)Enterprise Information Portal
C)Executive Information System
D)Collaborative Information System

Question 71

The purpose of _______________ is to determine what products customers purchase together with other products.

A)a regression decision tree
B)neural networks
C)cluster detection
D)market basket analysis

Question 72

AI applications can be grouped under all of the following areas except:

A)Cognitive science
B)Robotics
C)Natural interfaces
D)Linquistics

Question 73

Internal enterprise information portal applications typically include access to all of the following except:

A)E-mail and project websites
B)Human resources Web self-services
C)Internet news services
D)Corporate databases

Question 74

With _______________,data about sales offices can be rolled up to the district level,and district-level data can be rolled up to provide a regional-level perspective.

A)consolidation
B)drill-down
C)filtration
D)slicing and dicing

Question 75

By targeting customers who are already known to be likely buyers,the effectiveness of a given marketing effort is significantly increased-if the marketing takes the form of _______________.

A)in-store displays
B)catalogs
C)a direct offer
D)The form of the marketing does not matter.

Question 76

Online analytical processes involve all of the following analytical operations except:

A)Consolidation
B)Filtration
C)Drill-down
D)Slicing and dicing

Question 77

Which of the following is an example of an unstructured data source?

A)ERP database
B)CRM database
C)Other databases
D)E-mail

Question 78

Decision support in business is changing,driven by all of the following except:

A)Changing corporate spending patterns
B)Rapid developments in end user computing and networking
C)Internet and Web technologies
D)Web-enabled business applications

Question 79

Which of the following is one of the most common and useful types of data mining for marketing?

A)Goal seeking analysis
B)Market basket analysis
C)Optimization analysis
D)Sensitivity analysis

Question 80

According to the textbook case,the Boston Celtics management is using a data analytics tool to monitor:

A)parking availability according to vehicle size.
B)food and beverage sales according to seat location.
C)ticket sales according to seat location,and set ticket prices.
D)None of the choices are correct.