question
Your sales people have expressed frustration because they are having difficulty keeping track of customer information. In particular, they want to track customer contacts regardless of who spoke to the customer. They want to be notified of complaints and be able to participate in the resolution process. They would like to be able to see a sales history by customer regardless of who was involved with the sale. They want to be able to automate the contact scheduling process to ensure that no customer, but particularly those of high value, is missed. If it were installed, would the customer management system they are seeking increase efficiency, or increase effectiveness?
answer
Both efficiency and effectivenesslong dash—more efficiency in making contacts, more effectiveness in the contacts due to better information and customer service
question
Which of the following is a characteristic of quality information?
answer
It is just barely sufficient to satisfy the need for it.
question
According to the BPMN standard, a circle with a narrow border is the symbol for ________.
answer
the start of a business process
question
Which of the following is the correct definition of the term business process?
answer
A business process is a network of activities for accomplishing a business function.
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question
In BPMN notation, a solid line with an arrow on one end represents a(n) ________.
question
Humans conceive ______ from data.
question
Which of the following is NOT one of the four definitions the textbook uses to define the word information?
answer
Information and data are actually the same thing.
answer
Information is data processed by summing, ordering, averaging, grouping, comparing, or other similar operations.Information is a difference that makes a difference.Information is data presented in a meaningful context.Information is knowledge derived from data.
question
Data becomes information when ________.
answer
an individual perceived the data in a context and conceives information through that perception
question
According to the BPMN standard, a solid line with an arrow head indicates ________.
answer
the next action to perform in a process
question
What is the difference between process effectiveness and process efficiency?
answer
Process effectiveness is a measure of how well the process enables the organization to accomplish its strategy. Process efficiency is a measure of the ratio of the process's benefits to its costs.
question
The dimension of process quality that can be most easily measured is ________.
question
We do not write the name of a person at the top of a swim lane; instead, we write the name of the role. We do this because ________.
answer
the role may be filled by many people
question
Which of the following is the reason for the importance of you, as a human, in an information system?
answer
The human is the most important part of an information system because the quality of human thinking affects one's ability to conceive information from data and thereby add value to the system.
question
With regard to the five-component model for information systems, data represents the ________ that connects actors and instructions.
question
When looking at BPMN abstraction, you will almost certainly not see any costs although they must be there. So, where are the costs?
answer
Costs are associated with things that are shown on the BPMN abstraction, including such things as the costs of certain types of transactions, the costs of employee time, the costs of infrastructure, and so on.
question
Information systems have long been utilized to make processes more efficient. However, the biggest benefits may come from making processes more effective. An example of an effectiveness improvement is to ________.
answer
maximize sales by ensuring the right mix of products are delivered to a retail outlet based upon current customer preferences in that geographic region
question
Using BPMN, business processes are typically organized into what is called ________.
question
In BPMN, a swim lane represents a ____________.
question
For the purpose of documenting a business process, the particular medium in which the data is stored is ___________.
question
According to the BPMN standard, a circle with a thick border is the symbol for ________.
answer
end of a bus process
question
When work is moved from the right side of the five-component model of information systems to the left side of the five-component model of information systems, _________.
answer
the work has been automated
question
Information exists under which of the following conditions?
answer
Information exists only in the mind of a human observer.
question
Why are people the most important component in an information system?
answer
People are the most important component in an information system because it is only a human who can conceive information from data.
question
At a recent meeting, you learn from an HR report that Falcon Security has much higher than normal turnover in employees who work in the data entry area. Their exit interviews reveal that their major complaint is that the computers they are asked to use don't have Internet access and are old. The VP in charge of your department tells you to get new computers for the employees and to connect them to the Internet. What would be a professional and practical response for you to make to the VP?
answer
Give me a week to investigate. First, I will speak with the workers who have been with us for a year or two to see if they can tell me why the others are leaving after only a month or two. Then, let me talk with the security guys in IT because connecting the data entry computers to the Internet might be a serious problem for them. I will get back to you for your advice.
