ITSS 3300 Exam 2 UPDATED ACTUAL
QUESTIONS AND CORRECT ANSWERS
Business Process - CORRECT ANSWER a network of activities that generate VALUE by
transforming inputs into outputs
Structured Processes - CORRECT ANSWER Formally defined and standardized. Typically
Involves day-to-day operations (e.g. accepting a return, placing an order, purchasing raw materials)
Dynamic Processes - CORRECT ANSWER Fexible, informal, and adaptive. Typically involve
strategic and less structured managerial decisions and activities.
Levels of Organizational Scope (smallest to largest) - CORRECT ANSWER 1. Workgroup
2. Enterprise
3. Inter-enterprise
Workgroup Processes - CORRECT ANSWER Fulfill the purpose/goals of a particular group or
department
Enterprise Processes - CORRECT ANSWER Span an organization and support activities in
multiple departments
Inter-enterprise Processes - CORRECT ANSWER Span two or more independent organizations
Process Quality Dimensions - CORRECT ANSWER Efficiency (More Outputs Less Inputs)
and Effectiveness (How well a process works)
Process Quality Goal - CORRECT ANSWER The goal is to balance both dimensions to ensure
processes achieve desired outcomes with fewer organizational resources
How to Improve Process Quality - CORRECT ANSWER - Change process structure
- Change process resources
, - Change both at once
Customer Relationship Management (CRM) - CORRECT ANSWER Suite of applications, a
database, and processes gathered to manage all customer interactions
CRM Phases - CORRECT ANSWER 1. Marketing (sends messages to customer prospects)
2. Customer acquisition (Prospects become Customers)
3. Relationship management (Increases value to customer)
4. Loss/churn (What happens if we lose a customer)
Enterprise Resource Planning (ERP) - CORRECT ANSWER Suite of applications(modules) a
database, and processes to consolidate business operations into a single, consistent, computing
platform.
Elements of ERP System - CORRECT ANSWER - Supply chain
- Manufacturing
- CRM
- Human resources
- Accounting
Challenges of ERP Implementation - CORRECT ANSWER - Difficult
- Risky
- Expensive
Enterprise Application Integration (EAI) - CORRECT ANSWER suite of software applications
that integrate existing system by providing layers of software that connect applications (Alternative to
ERP, for "combining" different systems)
Key Aspects of EAI - CORRECT ANSWER - Data Integration
- Process Automation
- Real-time access
- Communication
QUESTIONS AND CORRECT ANSWERS
Business Process - CORRECT ANSWER a network of activities that generate VALUE by
transforming inputs into outputs
Structured Processes - CORRECT ANSWER Formally defined and standardized. Typically
Involves day-to-day operations (e.g. accepting a return, placing an order, purchasing raw materials)
Dynamic Processes - CORRECT ANSWER Fexible, informal, and adaptive. Typically involve
strategic and less structured managerial decisions and activities.
Levels of Organizational Scope (smallest to largest) - CORRECT ANSWER 1. Workgroup
2. Enterprise
3. Inter-enterprise
Workgroup Processes - CORRECT ANSWER Fulfill the purpose/goals of a particular group or
department
Enterprise Processes - CORRECT ANSWER Span an organization and support activities in
multiple departments
Inter-enterprise Processes - CORRECT ANSWER Span two or more independent organizations
Process Quality Dimensions - CORRECT ANSWER Efficiency (More Outputs Less Inputs)
and Effectiveness (How well a process works)
Process Quality Goal - CORRECT ANSWER The goal is to balance both dimensions to ensure
processes achieve desired outcomes with fewer organizational resources
How to Improve Process Quality - CORRECT ANSWER - Change process structure
- Change process resources
, - Change both at once
Customer Relationship Management (CRM) - CORRECT ANSWER Suite of applications, a
database, and processes gathered to manage all customer interactions
CRM Phases - CORRECT ANSWER 1. Marketing (sends messages to customer prospects)
2. Customer acquisition (Prospects become Customers)
3. Relationship management (Increases value to customer)
4. Loss/churn (What happens if we lose a customer)
Enterprise Resource Planning (ERP) - CORRECT ANSWER Suite of applications(modules) a
database, and processes to consolidate business operations into a single, consistent, computing
platform.
Elements of ERP System - CORRECT ANSWER - Supply chain
- Manufacturing
- CRM
- Human resources
- Accounting
Challenges of ERP Implementation - CORRECT ANSWER - Difficult
- Risky
- Expensive
Enterprise Application Integration (EAI) - CORRECT ANSWER suite of software applications
that integrate existing system by providing layers of software that connect applications (Alternative to
ERP, for "combining" different systems)
Key Aspects of EAI - CORRECT ANSWER - Data Integration
- Process Automation
- Real-time access
- Communication
