Giao nhận

Bước 1 : Nhận và xử lí thông tin khách hàng đăng ký dịch vụ:
Sau khi nhận được thông tin từ khách hàng thì nhân viên kinh doanh sẽ tiếp nhận từ khách hàng những thông tin như sau:
* Loại hàng: Căn cứ vào loại hàng, số lượng hàng mà công ty sẽ tư vấn cho khách hàng loại container phù hợp ( nếu hàng tươi sống , rau quả tươi sẽ chọn cont lạnh:20’RF,40’RH tùy vào số lượng hàng; hàng bách hóa hoặc nông sản thì chọn cont khô: 20’DC, 40’DC hoặc 40’HC “đối với hàng cồng kềnh”).Cũng như các quy định của nước nhập khẩu về mặt hàng đó.
Ví dụ như: hàng thực phẩm thì phải có giấy kiểm dịch vệ sinh an toàn thực phẩm, hàng gỗ thì phải khử trùng….
* Cảng đi, cảng đến: Đây là yếu tố quyết định giá cước vận chuyển vì khoảng cách vận chuyển càng gần, thời gian vận chuyển càng ngắn thì cước phí càng thấp và ngược lại.
* Hãng tàu: Tùy vào nhu cầu của khách hàng đến cảng nào mà nhân viên kinh doanh sẽ tư vấn cho khách hàng chọn dịch vụ của hãng tàu uy tín với giá cước phù hợp.Tuy nhiên cũng có một số khách hàng quen sử dụng dịch vụ của một hãng tàu cho hàng hóa của mình thì công ty thì xét báo giá cước cho khách hàng đó biết.
* Thời gian dự kiến xuất hàng để công ty tìm một lịch trình tàu chạy phù hợp.
Bước 2: Liên hệ với các hãng tàu để hỏi cước và lịch trình vận chuyển:
Căn cứ vào những thông tin mà khách hàng cung cấp nhân viên kinh doanh sẽ liên hệ với hãng tàu để hỏi giá và lịch trình tàu chạy phù hợp vì mỗi hãng tàu có lịch trình tàu chạy, tuyến chạy tàu cũng như có thế mạnh riêng trên các tuyến đường.
Ví dụ: Hãng tàu Hanjin, OOCL, ZIM line… có thế mạnh trên các tuyến đi Châu Âu và Mỹ. Trong khi đó hãng tàu TS line, Wanhai, Evergeen, NYK lại có thế mạnh trên các tuyến đi Châu Á.
Bước 3:Chào giá cho khách hàng và được chấp nhận giá:
Nhân viên kinh doanh căn cứ vào giá chào của các hãng tàu, tính toán chi phí và tiến hành chào giá cho khách hàng. Các giao dịch liên quan đến giá cả và lịch trình tàu đều phải lưu lại để đối chứng khi cần thiết.
Nếu giá cước và lịch trình tàu chạy đưa ra được khách hàng chấp nhận thì khách hàng sẽ gởi booking request ( yêu cầu dặt chổ) cho bộ phận kinh doanh. Booking request này xác nhận lại thông tin hàng hóa liên quan: Người gửi hàng, người nhận hàng, tên hàng, trọng lượng, loại container, nơi đóng hàng (đóng kho người gửi hàng hay đóng tại bãi container của cảng), cảng hạ container có hàng để thông quan xuất khẩu (hạ container ở
cảng nào thì thông quan tại cảng đó), cảng đến (nước nhập khẩu), ngày tàu chạy…
Bước 4: Liên hệ với hãng tàu để đặt chỗ:
Bộ phận kinh doanh sẽ căn cứ trên booking request của khách hàng và gửi booking request đến hãng tàu để đặt chổ. Sau đó hãng tàu sẽ xác nhận việc đặt chỗ đã thành công cho bộ phận kinh doanh bằng cách gởi booking confirmation hay còn gọi là Lệnh cấp container rỗng.Lệnh cấp container rỗng này chứa đựng những thông tin cần thiết sau: Số booking, tên tàu, cảng xếp hàng (port of loading), cảng giao hàng ( port of delivery), cảng chuyển tải ( port of discharge (nếu có)), bãi duyệt lệnh cấp container rỗng, giờ cắt máng( losing time)…
Sau khi có booking confirmation của hãng tàu, nhân viên kinh doanh sẽ gởi booking này cho khách hàng để họ sắp xếp đóng hàng và làm thủ tục thông quan xuất khẩu.
Trường hợp khách hàng sử dụng dịch vụ thuê khai hải quan và vận chuyển nội địa của công ty thì khách hàng sẽ gởi lệnh cấp container rỗng, thông tin chi tiết lô hàng xuất khẩu thời gian đóng hàng cho bộ phận giao nhận của công ty. Sau khi tiếp nhận nhân viên phòng giao nhận sẽ theo dõi và phối hợp với khách hàng để sắp xếp đưa container rỗng đến đóng hàng và vận chuyển ra cảng hoặc vận chuyển hàng đến đóng vào container ở cảng. Sau đó tiến hành làm thủ tục thông quan cho lô hàng xuất khẩu đó.
> Lập booking profile
Nhân viên kinh doanh sẽ lập booking profile để kê khai sơ lược thông tin về lô hàng và chuyển cho bộ phận chứng từ theo dõi tiếp. Những thông tin trên booking profile như sau:
* Tên người gửi hàng (công ty xuất khẩu), người phụ trách, số điện thoại/fax
* Tên hãng tàu
* Cảng đi, cảng đến, ngày tàu chạy
* Điều khoản thanh toán cước: trả trước (freight prepaid) hay trả sau
( freight collect)
* Giá mua, giá bán, các phụ phí liên quan…

MIS trắc nghiệm

CHƯƠNG I:

1.		The key factor in building a knowledge society is the Internet. Your Answer: True Correct Answer: False
		Incorrect
2.		The digital divide separates Europe from America. Your Answer: True Correct Answer: False
		Incorrect
3.		Data and information are the same thing. Your Answer: True Correct Answer: False
		Incorrect
4.		Knowledge is needed to understand the relationships between different pieces of information. Your Answer: True
		Correct
5.		"Information Technology" is any mechanical and/or electrical means to supplement, extend, or replace human, manual operations or devices. Your Answer: True Correct Answer: False
		Incorrect
6.		Information systems provide useful data to the users. Your Answer: True
		Correct
7.		The highest-ranking manager in an IT department is the COO. Your Answer: True Correct Answer: False
		Incorrect
8.		A DBA is responsible for developing new software. Your Answer: True Correct Answer: False
		Incorrect
9.		A systems analyst is responsible for maintaining system software. Your Answer: True Correct Answer: False
		Incorrect
10.		IBM went from being a hardware company to also being a consulting company. Your Answer: True
		Correct
11.		Most information systems include people.  Your Answer: True Correct Answer: False
		Incorrect
12.		A decision support system can be used in the process of product demand forecasting. Your Answer: True
		Correct
13.		A transaction processing system is used to capture and record business events. Your Answer: True
		Correct
14.		A decision support system helps analysts create models of business situations. Your Answer: True Correct Answer: False
		Incorrect
15.		A knowledge management system is intended to provide expert advice. Your Answer: True Correct Answer: False
		Incorrect
16.		Microsoft Office is an example of a functional area information system. Your Answer: True Correct Answer: False
		Incorrect
17.		IS personnel always reports only to the IS function. Your Answer: True Correct Answer: False
		Incorrect
18.		When a firm downsizes, it is common that staff is reassigned or leaves. Your Answer: True
		Correct
19.		Information systems that are built to gain competitive advantage are said to be tactic. Your Answer: True Correct Answer: False
		Incorrect
20.		The term "knowledge worker" was coined by Nicholas Carr. Your Answer: True Correct Answer: False
		Incorrect

1.		The term "knowledge worker" was invented in 1959 by: Your Answer: Grace Hopper. Correct Answer: Peter Drucker.
		The term "knowledge worker" was invented in 1959 by Peter Drucker.
2.		The contrast between people who have and who don't have access to technology is called: Your Answer: information divide. Correct Answer: the digital divide.
		The contrast between people who have and who don't have access to technology is called the digital divide.
3.		Which of the following changes are brought about by globalization? Your Answer: Cultural changes. Correct Answer: All of the above.
		Globalization brings about cultural, economic, and technical changes.
4.		A worker who creates, modifies, and/or synthesizes knowledge as a fundamental part of their job is a: Your Answer: programmer. Correct Answer: knowledge worker.
		A worker who creates, modifies, and/or synthesizes knowledge as a fundamental part of their job is a systems analyst.
5.		A computer-based information system includes: Your Answer: data. Correct Answer: All of the above.
		A computer-based information system includes data, hardware and software, people, and telecommunications.
6.		________ is raw material and has no meaning in and of itself. Your Answer: Knowledge Correct Answer: Data
		Data is raw material and has no meaning in and of itself.
7.		________ is a representation of reality. Your Answer: Knowledge Correct Answer: Information
		Information is a representation of reality.
8.		________ is needed to understand relationships between different pieces of information. Your Answer: Knowledge
		Correct
9.		A programmable robot on a shop floor is an example of ________. Your Answer: Technology Correct Answer: Information technology
		A programmable robot on a shop floor is an example of information technology.
10.		Which of these is NOT a core IS professional competency?  Your Answer: Technical knowledge Correct Answer: ALL of these are core competencies
		Technical knowledge, business knowledge, and systems integration skills are all IS core IS professional competencies.
11.		Which of these is NOT an element of technical knowledge and skill?  Your Answer: Hardware Correct Answer: System integration
		System integration is a not component of technical knowledge and skills.
12.		The IT professional that is responsible for obtaining business requirements from the user and translating them into technical specifications is the:  Your Answer: DBA Correct Answer: Systems Analyst
		The IT professional that is responsible for obtaining business requirements from the user and translating them into technical specifications is the systems analyst.
13.		The IT professional that is responsible for the information systems function of an organization is the:  Your Answer: DBA Correct Answer: CIO
		The IT professional that is responsible for the information systems function of an organization is the CIO.
14.		Senior managers' information needs are often met by special information systems called:  Your Answer: decision support systems. Correct Answer: executive information systems.
		Senior managers' information needs are often met by special information systems called executive information systems.
15.		Which application family represents groupware or collaboration systems?  Your Answer: E-mail
		Correct
16.		Day-to-day business events are captured and tracked by:  Your Answer: decision support systems. Correct Answer: transaction processing systems.
		Day-to-day business events are captured and tracked by transaction processing systems.
17.		A system that supports and integrates all facets of the business is a(n) ________ system.  Your Answer: ERP.
		Correct
18.		A modern trend in the IS function in many firms involves a shift to a consulting or service mentality. In this case users are often referred to as:  Your Answer: clients. Correct Answer: both clients and customers.
		A modern trend in the IS function in many firms involves a shift to a consulting or service mentality. In this case users are often referred to as clients or customers.
19.		The process of reinventing an organization so that it is smaller and more productive is called: Your Answer: downsizing. Correct Answer: either downsizing or rightsizing.
		The process of reinventing an organization so that it is smaller and more productive is called either downsizing or rightsizing.
20.		When a firm develops a system that it hopes will achieve an advantage in the market, the effort is said to be:  Your Answer: operational. Correct Answer: strategic.
		When a firm develops a system that it hopes will achieve an advantage in the market, the effort is said to be strategic.

CHƯƠNG II

1.		The 1961 Federal Wire Wager Act outlawed the transmissions of funds to pay gambling fees. Your Answer: True
		Correct
2.		During Globalization 1.0 mainly Asian countries were globalizing. Your Answer: (blank)
3.		Internet Explorer was the first mainstream web browser. Your Answer: True Correct Answer: False
		Incorrect
4.		The term blog refers to Web sites allowing users to add, remove, or edit content. Your Answer: True Correct Answer: False
		Incorrect
5.		One country that benefited greatly from the dot-com boom was India. Your Answer: True
		Correct
6.		In-sourcing is the delegation of a company's core operations to a subcontractor that specializes in that operation. Your Answer: True
		Correct
7.		The "anabolics" are technologies that make the different forms of collaboration "digital, mobile, virtual, and personal". Your Answer: True Correct Answer: False
		Incorrect
8.		Whether a country's economy is a market or a planned economy is an example of a geoeconomic challenge. Your Answer: True Correct Answer: False
		Incorrect
9.		Time zone differences are an example of geoeconomic challenges. Your Answer: True
		Correct
10.		The aging population in the United States and Western Europe is a political challenge. Your Answer: True Correct Answer: False
		Incorrect
11.		Export regulations are limiting trade with one particular country. Your Answer: True Correct Answer: False
		Incorrect
12.		Many people argue that the emerging "global village" is only superficial. Your Answer: True
		Correct
13.		Power distance is a cultural characteristic related to how different societies view authority and hierarchical structures. Your Answer: True
		Correct
14.		Belongingness reflects the extent to which a society values the position of an individual versus the position of a group. Your Answer: True Correct Answer: False
		Incorrect
15.		Concept of time is a cultural characteristic that reflects the extent to which a culture has a longer- or shorter-term orientation. Your Answer: True
		Correct
16.		Most of today's large companies have some international business strategy for competing in different global markets. Your Answer: True
		Correct
17.		The global business strategy is particularly suited for operations in markets differing widely. Your Answer: True Correct Answer: False
		Incorrect
18.		Companies using a transnational business strategy selectively decide which aspects of the organization should be under central control and which should be decentralized. Your Answer: True
		Correct
19.		In a multinational information systems strategy, a centralized infrastructure and tight controls are utilized to support the centralized nature of the decision-making. Your Answer: True Correct Answer: False
		Incorrect
20.		In a transnational information systems strategy, integrated networks between the home office and the multiple local subsidiaries enable different degrees of integration. Your Answer: True
		Correct

1.		Casinos now use ________ technology to track players' gaming chips. Your Answer: RMP Correct Answer: RFID
		Casinos now use RFID technology to track players' gaming chips.
2.		"The world is flat" was written by which author? Your Answer: Peter Drucker Correct Answer: Thomas Friedman
		"The world is flat" was written by which author Thomas Friedman.
3.		During Globalization 1.0, power came from: Your Answer: horses. Correct Answer: All of the above.
		During Globalization 1.0, power came from horses, steam, and wind.
4.		During Globalization 2.0, ________ were the primary entities globalizing. Your Answer: individuals and small groups Correct Answer: companies
		During Globalization 2.0, companies were the primary entities globalizing.
5.		During Globalization 2.0, there was a huge overinvestment in: Your Answer: telecommunications infrastructure.
		Correct
6.		Which of the following is NOT an example of open sourcing? Your Answer: The OpenOffice suite Correct Answer: The Solaris operating system
		The Solaris operating system is not an example of open sourcing.
7.		________ is the ability of individuals to create their own personal supply chain. Your Answer: supply chaining Correct Answer: in-forming
		In-forming is the ability of individuals to create their own personal supply chain.
8.		All of the following are examples of "steroids" EXCEPT: Your Answer: a tremendous increase in computing power. Correct Answer: fashionable cell phone designs.
		Fashionable cell phone designs is not an example of "steroids".
9.		Which of the following countries is declining in popularity as an outsourcing destination? Your Answer: Malaysia Correct Answer: Singapore
		Singapore is declining in popularity as an outsourcing destination.
10.		Which of the American outsourcing destination countries has the highest relative geopolitical risk? Your Answer: Argentina Correct Answer: Brazil
		Of the American outsourcing destination countries, Brazil has the highest relative geopolitical risk.
11.		Which of the following is NOT a reason for companies to outsource business activities? Your Answer: To free up internal resources Correct Answer: All of the above are reasons to outsource.
		Companies outsource business activities to free up internal resources, gain access to world-class capabilities, and increase the revenue potential for the organization.
12.		Which of the following is NOT considered a governmental challenge of operating in a digital world? Your Answer: Data sharing Correct Answer: Differences in welfare
		Differences in welfare is NOT considered a governmental challenge of operating in a digital world.
13.		Taxes and Tariffs are an example of which type of challenge? Your Answer: Political system Correct Answer: Regulatory
		Taxes and Tariffs are an example of regulatory challenges.
14.		The cultural characteristic that reflects the extent to which a culture has a longer- or shorter-term orientation is called:  Your Answer: Life focus Correct Answer: Concept of time
		The cultural characteristic that reflects the extent to which a culture has a longer- or shorter-term orientation is called concept of time.
15.		Which of the following is NOT considered an international business strategy? Your Answer: Global strategy Correct Answer: All of the above are considered international business strategies
		Global, transnational, and multinational strategies are all considered international business strategies.
16.		A ________ business strategy is best suited for operation in homogeneous markets. Your Answer: multidomestic Correct Answer: global
		A global business strategy is best suited for operation in homogeneous markets.
17.		A ________ business strategy is best suited for operation in integrated global markets. Your Answer: multidomestic Correct Answer: transnational
		A transnational business strategy is best suited for operation in integrated global markets.
18.		A ________ information systems strategy is characterized by direct communication between the home office and the subsidiaries. Your Answer: global Correct Answer: multinational
		A multinational information systems strategy is characterized by direct communication between the home office and the subsidiaries.
19.		A ________ information systems strategy is characterized by enterprise-wide linkages. Your Answer: global Correct Answer: transnational
		A transnational information systems strategy is characterized by enterprise-wide linkages.
20.		A ________ information systems strategy is characterized by common global data resources. Your Answer: global
		Correct

CHƯƠNG III

1.		Learning mentality can build upon automating mentality when it recognizes that information systems can be a vehicle for organizational learning and change as well as automation. Your Answer: True
		Correct
2.		In a corporate setting, strategic planning involves forming a vision of where the organization needs to head, setting objectives and performance targets, and crafting a strategy to achieve the desired results. Your Answer: True
		Correct
3.		Companies like Porsche, Nordstrom, and IBM, which offer better products or services than their competitors, are examples of the best-cost provider strategy. Your Answer: True Correct Answer: False
		Incorrect
4.		Low-cost leadership strategy, differentiation strategy, and best-cost provider strategy are examples of organizational learning. Your Answer: True Correct Answer: False
		Incorrect
5.		A value chain is the process of adding value throughout an organization. Your Answer: True
		Correct
6.		A system that uses the Internet for business-to-business interaction is called an Intranet. Your Answer: True Correct Answer: False
		Incorrect
7.		Making the business case is the process of building and presenting the set of arguments that show that an information system is adding value to the organization. Your Answer: True
		Correct
8.		Disruptive Innovations are based on technology that cannot be commercialized. Your Answer: True Correct Answer: False
		Incorrect
9.		When making a successful business case, "Arguments based on data, quantitative analysis, and/or indisputable factors" is known as an argument based on faith. Your Answer: (blank)
10.		A cost-benefit analysis is one way to present a business case based on fact. Your Answer: True
		Correct
11.		Tangible costs are one-time costs that are not expected to continue after the system is implemented. Your Answer: True Correct Answer: False
		Incorrect
12.		The largest recurring costs are usually computer equipment costs. Your Answer: True Correct Answer: False
		Incorrect
13.		One might present a business case to any of these: the IS manager, company executives, or a steering committee. Your Answer: True
		Correct
14.		A company is said to have a monopoly when it has gained an edge over its rivals. Your Answer: True Correct Answer: False
		Incorrect
15.		One of the best ways to make a business case for a new system is to convert benefits to monetary terms. Your Answer: True
		Correct
16.		The four consecutive stages of Choosing, Matching, Executing, and Assessing make up the System Development Life Cycle. Your Answer: True Correct Answer: False
		Incorrect
17.		To be successful in e-business it is important to match new technologies with economic opportunities. Your Answer: True
		Correct
18.		The IS manager has overall responsibility for managing IS development, implementation, and maintenance. Your Answer: True
		Correct
19.		Competitive advantage gained by using information systems is usually short-lived because competitors can copy emerging information systems. Your Answer: True
		Correct
20.		The prediction that the number of transistors that could be squeezed onto a silicon chip (which correlates to microchip processing speed) doubles every 18 months is called Moore's Law. Your Answer: True
		Correct

1.		Technology is said to _____________ when we take a manual process (done by hand) and use computers to perform the task. Your Answer: automate
		Correct
2.		__________ are new technologies, products, or services that eventually surpass the existing dominant technology or product in a market. Your Answer: Disruptive Innovation
		Correct
3.		Technology is said to ___________ when it provides information about its operation and the underlying work process that it supports. Your Answer: innovate Correct Answer: informate
		Technology is said to informate when it provides information about its operation and the underlying work process that it supports.
4.		A _____________ organization is defined as an organization that is "skilled at creating, acquiring, and transferring knowledge, and at modifying its behavior to reflect new knowledge and insights." Your Answer: technical Correct Answer: learning
		A learning organization is defined as an organization that is "skilled at creating, acquiring, and transferring knowledge, and at modifying its behavior to reflect new knowledge and insights."
5.		The Innovator's Solution called the disruptive growth engine, which all organizations can follow to more effectively respond to disruptive innovations in their industry includes all EXCEPT. Your Answer: Start Early Correct Answer: E-Business Innovation
		The Innovator's Solution called the disruptive growth engine, which all organizations can follow to more effectively respond to disruptive innovations in their industry includes all EXCEPT. E-Business Innovation
6.		The most effective approach is the: Your Answer: a combination of the technical and automating approaches. Correct Answer: a combination of the automating and learning approaches.
		The most effective approach is the combination of the automating and learning approaches.
7.		The e-Business Innovation Cycle includes all the steps EXCEPT: Your Answer: Matching Correct Answer: Total Quality Management
		The e-Business Innovation Cycle includes all the steps EXCEPT: Total Quality Management
8.		In a corporate setting, "_________________" involves forming a vision of where the organization needs to head, setting objectives and performance targets, and crafting a strategy to achieve the desired results. Your Answer: strategic planning
		Correct
9.		Low cost leadership strategy, differentiation strategy, and best-cost provider strategy are examples of strategic planning for: Your Answer: TQM. Correct Answer: competitive advantage.
		Low cost leadership strategy, differentiation strategy, and best-cost provider strategy are examples of strategic planning for competitive advantage.
10.		Companies like Target and Dell Computers, which offer the best prices for goods and/or services, are using a(n): Your Answer: differentiation strategy. Correct Answer: low-cost leadership strategy.
		Companies like Target and Dell Computers, which offer the best prices for goods and/or services, are using a low-cost leadership strategy.
11.		Companies like Porsche, Nordstrom, and IBM, which offer better products or services than their competitors, are using a(n): Your Answer: low-cost leadership strategy. Correct Answer: differentiation strategy.
		Companies like Porsche, Nordstrom, and IBM, which offer better products or services than their competitors, are using a differentiation strategy.
12.		__________ can be used to measure changes in terms of their perceived value to the organization. Your Answer: Low-cost leadership Correct Answer: Proxy variables
		Proxy variables can be used to measure changes in terms of their perceived value to the organization.
13.		Which of the following is NOT a source of competitive advantage? Your Answer: Superior customer service Correct Answer: Achieving higher costs than rivals
		Which of the following is NOT a source of competitive advantage? Achieving higher costs than rivals
14.		In order to be successful, an organization needs to: Your Answer: have a clear vision. Correct Answer: All of the above.
		In order to be successful, an organization needs to: All of the above
15.		_____________ is the concept that innovations are not customer driven but rather driven by disruptive innovations that are unforeseen.  Your Answer: Disruptive innovations Correct Answer: Innovator's Dilemma
		Innovator’s Dilemma is the concept that innovations are not customer driven but rather driven by disruptive innovations that are unforeseen.
16.		The five phases of value chain analysis include all of the following EXCEPT: Your Answer: outbound logistics. Correct Answer: computer technology.
		The five phases of value chain analysis include all of the following EXCEPT: computer technology.
17.		A system that uses the Internet for business-to-business interaction is called a(n): Your Answer: extranet.
		Correct
18.		Which of the following is NOT improving the value chain? Your Answer: Improving procurement processes Correct Answer: Increasing operating costs
		Increasing operating costs
19.		What is a computer-aided design system? Your Answer: Using computers to do architecture. Correct Answer: The use of computers to design state-of-the-art, high-quality products.
		The use of computers to design state-of-the-art, high-quality products.
20.		Making the ________ is the process of building and presenting the set of arguments that show that an information system is adding value to the organization. Your Answer: organizational chart Correct Answer: business case
		Making the business case is the process of building and presenting the set of arguments that show that an information system is adding value to the organization.
21.		"Making the business case" for an information system means: Your Answer: conducting business process reengineering (BPR). Correct Answer: identifying the value provided by an information system to the organization or its constituents.
		"Making the business case" for an information system means identifying the value provided by an information system to the organization or its constituents.
22.		In the last few decades, it has often been observed that while IS expenditures (salaries, number of IS staff, etc.) have risen, productivity has not increased at the same rate. This observation is referred to as: Your Answer: inflation. Correct Answer: the "productivity paradox."
		In the last few decades, it has often been observed that while IS expenditures (salaries, number of IS staff, etc.) have risen, productivity has not increased at the same rate. This observation is referred to as the "productivity paradox."

CHƯƠNG IV

1.		Core business processes are the processes that are needed to manufacture goods, sell the products, or provide service. Your Answer: True
		Correct
2.		Information gathered from different business processes to improve organizational decision-making is referred to as business intelligence. Your Answer: True
		Correct
3.		External sources for business intelligence include marketing research and production figures. Your Answer: True Correct Answer: False
		Incorrect
4.		Facilities housing a vast number of servers to support the information processing needs of a large organization are referred to as server farms. Your Answer: True
		Correct
5.		Using edge computing, resources are allocated on a(n) as-needed basis. Your Answer: True Correct Answer: False
		Incorrect
6.		Using on-demand computing, tasks are often performed during the computers' idle time. Your Answer: True Correct Answer: False
		Incorrect
7.		As a grid evolves and new nodes are added, dedicated grids become more heterogeneous over time. Your Answer: True
		Correct
8.		Free software refers to software the source code is freely available for use and/or modification. Your Answer: True Correct Answer: False
		Incorrect
9.		Systems designed to perform specific, predefined task such as a digital video recorder (TiVo) or a network router are referred to as embedded systems. Your Answer: True
		Correct
10.		The Windows Update Service is an example of a patch management system. Your Answer: True
		Correct
11.		Non-protected licenses are primarily used in consumer products. Your Answer: True Correct Answer: False
		Incorrect
12.		Application service providers offer grid computing solutions. Your Answer: True Correct Answer: False
		Incorrect
13.		IP convergence is the use of the Internet Protocol for transporting voice, video, fax, and data traffic. Your Answer: True
		Correct
14.		Data warehousing is a method used by companies to improve their business by analyzing data for business trends in a way that allows the user to drill down from summary data to more detailed data. Your Answer: True Correct Answer: False
		Incorrect
15.		The purpose of an OLAP server is to put key business information into the hands or more decision makers. Your Answer: True Correct Answer: False
		Incorrect
16.		Tacit knowledge is located in an expert's mind. Your Answer: True
		Correct
17.		A server farm is a facility in which businesses can rent space for servers or other information systems equipment. Your Answer: True Correct Answer: False
		Incorrect
18.		The most important aspect of preparing for disaster is creating a disaster recovery plan. Your Answer: True
		Correct
19.		Recovery time objectives specify how current the most recent backup should be. Your Answer: True Correct Answer: False
		Incorrect
20.		COBIT is a set of best practices that help organizations to both maximize the benefits from their information systems infrastructure, while at the same time establishing appropriate controls. Your Answer: True
		Correct

1.		The infrastructure of a city includes all EXCEPT: Your Answer: streets. Correct Answer: An infrastructure includes all of the above.
		The infrastructure of a city includes streets, power, telephone, water, and sewage lines, and retail stores.
2.		Which of the following is NOT considered a core business process? Your Answer: Manufacturing goods Correct Answer: Conducting a financial audit
		Conducting a financial audit is NOT considered a core business process.
3.		Internal sources for gathering business intelligence include all EXCEPT: Your Answer: sales figures. Correct Answer: marketing research.
		Internal sources for gathering business intelligence include sales figures, customer demographics, and performance indicators.
4.		Server farms have tremendous demands for reliable electricity and: Your Answer: (blank)
5.		Facilities housing a vast number of servers to support the information processing needs of an organization are called: Your Answer: server farms.
		Correct
6.		________ can help to solve large-scale computing problems. Your Answer: On-demand computing Correct Answer: Grid computing
		Grid computing can help to solve large-scale computing problems.
7.		Using ________, resources are allocated on an as-needed basis. Your Answer: on-demand computing
		Correct
8.		Many grids perform on the speed of the ________ computer. Your Answer: first Correct Answer: slowest
		Many grids perform on the speed of the slowest computer.
9.		As the grid evolves and new nodes are added, dedicated grids become more ______ over time. Your Answer: heterogeneous
		Correct
10.		By knowing which resources it can draw on, an autonomic computing system can be: Your Answer: self-healing. Correct Answer: self-optimizing.
		By knowing which resources it can draw on, an autonomic computing system can be self-optimizing.
11.		Linux is the operating system of choice for: Your Answer: Web servers. Correct Answer: All of the above.
		Linux is the operating system of choice for Web servers, embedded systems, and supercomputers alike.
12.		________ licensing is primarily used in consumer products. Your Answer: Shrink-wrap
		Correct
13.		The FreeBSD operating systems is an example of: Your Answer: public domain software. Correct Answer: nonprotective open source software.
		The FreeBSD operating systems is an example of nonprotective open source software.
14.		A(n) ___________ ASP offers a single application, such as payroll processing software. Your Answer: specialist or functional
		Correct
15.		_________ refers to the use of Internet technologies for conducting videoconferences. Your Answer: VoIP Correct Answer: Videoconferencing over IP
		Videoconferencing over IP refers to the use of Internet technologies for conducting videoconferences.
16.		___________ is a method used by companies to improve their business by analyzing data for business trends in a way that allows the user to drill down from summary data to more detailed data. Your Answer: Data exploitation Correct Answer: Data mining
		Data mining is a method used by companies to improve their business by analyzing data for business trends in a way that allows the user to drill down from summary data to more detailed data.
17.		____________ can provide time series and trend analysis views of data. Your Answer: OLTP Correct Answer: OLAP
		OLAP can provide time series and trend analysis views of data.
18.		Knowledge assets consist of: Your Answer: underlying skills, routines and practices. Correct Answer: All of the above.
		Knowledge assets consist of underlying skills, routines, and practices; databases, manuals, books, and diagrams; and stored facts and procedures.
19.		A _____ backup site is a fully equipped backup facility. Your Answer: hot
		Correct
20.		Software designed to test applications and data, using test data or simulations is called: Your Answer: CMMS Correct Answer: CAAT
		Software designed to test applications and data, using test data or simulations is called CAAT.

CHƯƠNG V

1.		The Internet and the World Wide Web are extremely well suited for conducting business electronically. Your Answer: True
		Correct
2.		The Web enables interactive (two-way) communication, which is called collaboration.  Your Answer: True
		Correct
3.		A brick-and-mortar business strategy does not include electronic commerce.  Your Answer: True
		Correct
4.		Prior to the Internet, B2B Electronic Commerce was conducted using EDI.  Your Answer: True
		Correct
5.		An extranet is a vehicle for communicating public information with authorized users outside organizational boundaries. Your Answer: True Correct Answer: False
		Incorrect
6.		Enterprise portals come in two basic forms, the distribution portal and the production portal.  Your Answer: True Correct Answer: False
		Incorrect
7.		Distribution portals automate the business processes involved in selling or distributing products from a single supplier to multiple customers. Your Answer: True
		Correct
8.		Tailoring products and services to particular companies creates a horizontal market.  Your Answer: True Correct Answer: False
		Incorrect
9.		Another term for an electronic marketplace is a trading exchange.  Your Answer: True
		Correct
10.		B2C electronic commerce focuses on retail transactions between a company and wholesalers.  Your Answer: True Correct Answer: False
		Incorrect
11.		E-information is one of the three stages in the three-stage model of EC.  Your Answer: True
		Correct
12.		A Web site should be easy to use and fast.  Your Answer: True
		Correct
13.		Successful Web sites present a brief summary of their information along with hyperlinks that allow users to drill down for the information they are seeking.  Your Answer: True
		Correct
14.		Push marketing is an advertising strategy that attempts to draw visitors to companies' Web sites. Your Answer: True Correct Answer: False
		Incorrect
15.		DRM technology is used by EC companies to prevent deceptive pricing.  Your Answer: True Correct Answer: False
		Incorrect
16.		Menu-driven pricing occurs when the customers set the prices for products and services.  Your Answer: True Correct Answer: False
		Incorrect
17.		A "browser wall" prevents the general public from viewing information on an intranet that is available to employees.  Your Answer: True Correct Answer: False
		Incorrect
18.		Procurement portals are designed to automate the business processes that occur before, during and after sales have been transacted between a buyer and multiple suppliers.  Your Answer: True
		Correct
19.		Click-only companies are also referred to as "pure click" companies.  Your Answer: True Correct Answer: False
		Incorrect
20.		Firms that operate in both the physical and virtual (online) arenas are termed brick-and-mortar companies. Your Answer: True Correct Answer: False
		Incorrect

1.		The chapter's opening case relates that eBay.com business model. eBay's profit possibly foretells: Your Answer: a stabilizing of Internet-based electronic commerce.
		Correct
2.		The Internet provides a set of interconnected ________ for individuals and businesses to complete transactions electronically. Your Answer: Platforms Correct Answer: Networks
		The Internet provides a set of interconnected Networks for individuals and businesses to complete transactions electronically.
3.		The combination of the Internet and Web technologies has given rise to a global platform where firms across the world can compete for customers and gain access to new:  Your Answer: Competitors Correct Answer: Markets
		The combination of the Internet and Web technologies has given rise to a global platform where firms across the world can compete for customers and gain access to new Markets.
4.		Interactive communication via the Web enables firms to build ________ by providing immediate communication and feedback to and from customers.  Your Answer: Customer loyalty
		Correct
5.		By providing ways for customers and firms to conduct business online without assistance from humans, the Internet and Web have significantly reduced ________ costs. Your Answer: Production Correct Answer: Transaction
		By providing ways for customers and firms to conduct business online without assistance from humans, the Internet and Web have significantly reduced Transaction costs.
6.		A ____________ model describes how the firm will generate profits and produce a superior return on invested capital.  Your Answer: Revenue
		Correct
7.		Electronic Data Interchange (EDI) is the forerunner of modern ____ EC, as it was used to facilitate transactions between large corporations and their suppliers.  Your Answer: B2C Correct Answer: B2B
		Electronic Data Interchange (EDI) is the forerunner of modern B2B EC, as it was used to facilitate transactions between large corporations and their suppliers.
8.		EDI allows companies to have up-to-date information at their command, which enables these companies to make more accurate Forecasts.  Your Answer: Purchases Correct Answer: Forecasts
		EDI allows companies to have up-to-date information at their command, which enables these companies to make more accurate:
9.		Web-based technologies are _________, which means that disparate computing systems can communicate with each other, provided that standard Web protocols have been implemented.  Your Answer: Uni-platform Correct Answer: Cross-platform
		Web-based technologies are Cross-platform, which means that disparate computing systems can communicate with each other, provided that standard Web protocols have been implemented.
10.		_____ automate the business processes involved in selling or distributing products from a single supplier to multiple buyers. Your Answer: Distribution portals
		Correct
11.		_______ are operated by third-party vendors, meaning that they are built and maintained by a particular company.  Your Answer: Electronic exchanges Correct Answer: Trading exchanges
		Trading exchanges are operated by third-party vendors, meaning that they are built and maintained by a particular company.
12.		While an intranet looks and acts like a publicly accessible Web site, there are Firewalls that secure proprietary information from the public.  Your Answer: Boundaries Correct Answer: Firewalls
		While an intranet looks and acts like a publicly accessible Web site, there are _____ that secure proprietary information from the public.
13.		Which network is a private network restricted to authorized employees?  Your Answer: Internet Correct Answer: Intranet
		Intranet
14.		The book relates a three-stage model of EC. Which of the following is not one of the stages?  Your Answer: E-initiation
		Correct
15.		The goal of the e-information stage is to achieve:  Your Answer: Collaboration Correct Answer: Global dissemination of non-customized information
		The goal of the e-information stage is to achieve: Global dissemination of non-customized information
16.		In the term m-commerce, the "m" refers to:  Your Answer: Mobile
		Correct
17.		__________ actively pushes information at the consumer whether it is wanted or not.  Your Answer: Pull marketing Correct Answer: Push marketing
		Push marketing actively pushes information at the consumer whether it is wanted or not.
18.		The concept of the ____________ refers to a focus on niche markets, rather than purely on mainstream products:  Your Answer: Dissemination Correct Answer: Long tail
		The concept of the Long tail refers to a focus on niche markets, rather than purely on mainstream products:
19.		Organizations can use ___________ to facilitate team efforts.  Your Answer: Their intranet Correct Answer: All of the above
		All of the above.
20.		An extranet allows two or more firms to use the ______ to conduct business together.  Your Answer: Web Correct Answer: Internet
		An extranet allows two or more firms to use the Internet to conduct business together.

CHƯƠNG VI

1.		One common way to gain access to a password-protected system is to use a brute-force approach. Your Answer: True
		Correct
2.		Denial of service attacks occur when someone accesses electronic information and then changes the information in some way. Your Answer: True Correct Answer: False
		Incorrect
3.		Zombie computers are created when computer users who connect to the Internet don't use firewalls and antivirus software and are, therefore, open to attacks. Your Answer: True
		Correct
4.		Worms consist of destructive code that can erase a hard drive, seize control of a computer, or otherwise do damage. Your Answer: True Correct Answer: False
		Incorrect
5.		Freeware collects information about a person in order to customize Web browser banner advertisements. Your Answer: True Correct Answer: False
		Incorrect
6.		Spim is electronic junk mail or junk newsgroup postings, usually for the purpose of advertising some product and/or service. Your Answer: True Correct Answer: False
		Incorrect
7.		Another term for phishing is spoofing. Your Answer: True
		Correct
8.		An identifier is a message passed to a Web browser on a user's computer by a Web server, that is then stored in a text file by the browser; that message is sent back to the server each time the user's browser requests a page from that server. Your Answer: True Correct Answer: False
		Incorrect
9.		Any good approach to securing information systems begins first with a quarantining of all aspects of those systems. Your Answer: True Correct Answer: False
		Incorrect
10.		One critical components of a good information systems audit is a thorough risk analysis. Your Answer: True
		Correct
11.		Risk acceptance is a computer system security policy in which no countermeasures are adopted, and any damages that occur are simply absorbed. Your Answer: True
		Correct
12.		Risk transference is a computer system security policy in which someone else absorbs the risk, as with insurance. Your Answer: True
		Correct
13.		A common way to enforce physical access restrictions is the use of biometrics. Your Answer: True Correct Answer: False
		Incorrect
14.		Encryption is a technology used by VPNs to encapsulate, encrypt, and transmit data over the Internet infrastructure, enabling business partners to exchange information in a secured, private manner between organizational networks. Your Answer: True Correct Answer: False
		Incorrect
15.		Packet filtering is the prevention of unauthorized access to a computer network by a firewall at the data packet level; data packets are accepted or rejected based on predefined rules. Your Answer: True
		Correct
16.		A firewall topology is the manner in which a firewall is implemented such as hardware only, software only, or a combination of hardware and software. Your Answer: True Correct Answer: False
		Incorrect
17.		A symmetric key system is an encryption system where both the sender and recipient use the same key for encoding (scrambling) and decoding the message. Your Answer: True
		Correct
18.		Secure sockets layer (SSL), developed by Netscape, is a popular public-key encryption method used on the Internet. Your Answer: True
		Correct
19.		The record showing who has used a computer system and how it was used is called electronic footprints. Your Answer: True Correct Answer: False
		Incorrect
20.		According to the CSI/FBI Cyber Crime Survey, only 20 percent of the organizations utilize cyberinsurance. Your Answer: True
		Correct

1.		Information systems security refers to: Your Answer: securing personal computers. Correct Answer: All of the above.
		Information systems security refers to securing personal computers, precautions taken to keep all aspects of information systems secure, and securing gateways between the network and the outside world.
2.		Unauthorized access can be achieved by: Your Answer: physically stealing computers. Correct Answer: All of the above.
		Unauthorized access can be achieved by physically stealing computers, stealing storage media, and opening files on a computer that has not been set up to limit access.
3.		Software that covertly monitors your activity and transmits that information in the background to someone else is called: Your Answer: adware. Correct Answer: spyware.
		Software that covertly monitors your activity and transmits that information in the background to someone else is called spyware.
4.		Different reactions to a risk analysis include: Your Answer: reduction of risk. Correct Answer: Al of the above.
		Different reactions to a risk analysis include reducing the risk, implementing no countermeasures, and transferring the risk to someone else.
5.		A good way to begin to assess risk is to do a(n): Your Answer: information systems audit. Correct Answer: risk analysis.
		A good way to begin to assess risk is to do a risk analysis.
6.		Common forms of authentication are: Your Answer: passwords. Correct Answer: All of the above.
		Passwords, security code sequences, and physical devices restricting access to the computer are common forms of authentication are.
7.		Which of these is employed in user authentication and may employ scans of fingerprints, irises, or voices? Your Answer: Encoding Correct Answer: Biometrics
		Biometrics is employed in user authentication and may employ scans of fingerprints, irises, or voices.
8.		________ is the unauthorized access to an unsecured wireless network. Your Answer: Snooping Correct Answer: Drive-by-hacking
		Drive-by hacking is the unauthorized access to an unsecured wireless network.
9.		A technology that can help safeguard an internal network from intruders breaking in from the Internet is a: Your Answer: hub. Correct Answer: firewall.
		A technology that can help safeguard an internal network from intruders breaking in from the Internet is a firewall.
10.		A firewall that can be used to detect when a certain type of connection has been made between specified users on either side of the firewall uses (a): Your Answer: application level-control. Correct Answer: circuit-level control.
		A firewall that can be used to detect when a certain type of connection has been made between specified users on either side of the firewall uses circuit-level control.
11.		A firewall that might perform certain security measures only on specific applications uses (a): Your Answer: application-level control.
		Correct
12.		A technique whereby data are encoded with a special secret key (to make unauthorized viewing more difficult) is called: Your Answer: authentication. Correct Answer: encryption.
		A technique whereby data are encoded with a special secret key (to make unauthorized viewing more difficult) is called encryption.
13.		Netscape developed _________________, a popular public-key encryption method used on the Internet. Your Answer: the symmetric key system Correct Answer: SSL
		Netscape developed SSL, a popular public-key encryption method used on the Internet.
14.		A network connection that is constructed dynamically through a secure tunnel is called a(n): Your Answer: wireless LAN. Correct Answer: VPN.
		A network connection that is constructed dynamically through a secure tunnel is called a VPN.
15.		A technology used to foil data snooping when the entire network does not consist of a secure channel is called: Your Answer: biometrics. Correct Answer: encryption.
		A technology used to foil data snooping when the entire network does not consist of a secure channel is called encryption.
16.		Effective management is a(n) _________ to help safeguard information systems. Your Answer: human safeguard
		Correct
17.		Detailed procedures for recovering from systems-related disasters are called ______________. Your Answer: backups Correct Answer: disaster recovery plans
		Detailed procedures for recovering from systems-related disasters are called disaster recovery plans.
18.		Information systems security-related policies and procedures include all EXCEPT: Your Answer: information policies. Correct Answer: All of the above should be included.
		Information policies, use policies, and security policies should be included in information systems security-related policies and procedures.
19.		A mechanism to ensure that a message did originate from the claimed sender is called: Your Answer: nonrepudiation.
		Correct
20.		A ________ knows that each computer is who it says it is and provides public keys to each computer. Your Answer: public key generator Correct Answer: certificate authority
		A certificate authority knows that each computer is who it says it is and provides public keys to each computer.

CHƯƠNG VII

1.		Because structured decisions are relatively complex, they can be programmed directly into operation information systems. Your Answer: True Correct Answer: False
		Incorrect
2.		For semi-structured decisions, some procedures to follow can be specified in advance, but not to the extent where a specific recommendation can be made.  Your Answer: True
		Correct
3.		Transaction processing systems reside close to customers at the operational level of the organization.  Your Answer: True
		Correct
4.		Online processing of transactions occurs when transactions are collected and then processed together at some later time.  Your Answer: True Correct Answer: False
		Incorrect
5.		Examples of processes carried out in a transaction processing system include recording, summarizing and merging.  Your Answer: True
		Correct
6.		A drill-down report provides a summary of critical information on a recurring schedule.  Your Answer: True Correct Answer: False
		Incorrect
7.		To assist executive-level decision making, information systems are used to obtain aggregate summaries of trends and projections of the future.  Your Answer: True
		Correct
8.		An executive information system provides information to executives in a very simple form so that they can scan information quickly for trends and anomalies.  Your Answer: True Correct Answer: False
		Incorrect
9.		A DSS is designed to be an interactive decision aid whereas TPS, MIS and EIS are used primarily in a passive way.  Your Answer: True
		Correct
10.		The outputs of an office automation system include documents, reports and schedules.  Your Answer: True Correct Answer: False
		Incorrect
11.		Desktop videoconferencing products are relatively large, expensive units that have video quality similar to that of broadcast television.  Your Answer: True Correct Answer: False
		Incorrect
12.		Groupware refers to a class of software that enables people to work together more effectively.  Your Answer: True
		Correct
13.		One of the most intriguing new technologies for stand-alone videoconferencing is the omni-directional camera, which offers high-quality panoramic view.  Your Answer: True Correct Answer: False
		Incorrect
14.		Functional area information systems are managerial-level information systems designed to support a specific functional area.  Your Answer: True Correct Answer: False
		Incorrect
15.		Examples of processes carried out in a transaction processing system include recording, summarizing and merging.  Your Answer: True
		Correct
16.		At the executive level, managers focus on short-term strategic issues facing the organization.  Your Answer: True Correct Answer: False
		Incorrect
17.		Online processing of transactions occurs when transactions are collected and then processed together at some later time.  Your Answer: True Correct Answer: False
		Incorrect
18.		A drill-down report provides a summary of critical information on a recurring schedule.  Your Answer: True Correct Answer: False
		Incorrect
19.		The Internet has made it much easier to gather hard data to support executive decision making.  Your Answer: True Correct Answer: False
		Incorrect
20.		The user interface is the way in which the DSS interacts with the user by collecting inputs and displaying output and results.  Your Answer: True
		Correct

1.		Routine, day-to-day business processes and interaction with customers occur at the ____________ level of a firm.  Your Answer: operational
		Correct
2.		An example of a(n) ____________ information system is an inventory management system for a shoe store that keeps track of inventory and issues an order for additional inventory when levels drop below a specified level. Your Answer: managerial Correct Answer: operational
		An example of an operational information system is an inventory management system for a shoe store that keeps track of inventory and issues an order for additional inventory when levels drop below a specified level.
3.		For unstructured decisions, information systems are used to:  Your Answer: automate repetitive activities. Correct Answer: obtain aggregate summaries of trends and projections of the future.
		For unstructured decisions, information systems are used to obtain aggregate summaries of trends and projections of the future.
4.		The goal of a management information system is to:  Your Answer: support the decision making associated within a functional area of the organization.
		Correct
5.		A drill-down report provides ____________ information as to why a key indicator is not at an appropriate level.  Your Answer: summarized Correct Answer: detailed
		A drill-down report provides detailed information as to why a key indicator is not at an appropriate level.
6.		A DSS is created to be a(n) ____________ decision aid.  Your Answer: interactive
		Correct
7.		__________________ systems are used to mimic human expertise by manipulating knowledge rather than simply information.  Your Answer: Office automation Correct Answer: Intelligent
		Intelligent systems are used to mimic human expertise by manipulating knowledge rather than simply information.
8.		Examples of the types of activities that can be supported by expert systems include:  Your Answer: payroll processing and inventory management. Correct Answer: medical diagnosis and computer user help desk.
		Examples of the types of activities that can be supported by expert systems include medical diagnosis and computer user help desk.
9.		The output from an expert system includes:  Your Answer: aggregated data. Correct Answer: recommendations.
		The output from an expert system includes recommendations.
10.		The inputs to an office automation system include:  Your Answer: documents, schedules and data.
		Correct
11.		Examples of asynchronous groupware include:  Your Answer: e-mail and mailing lists.
		Correct
12.		Groupware supports:  Your Answer: same time, same place meetings. Correct Answer: All of the above.
		Groupware supports: All of the above.
13.		Examples of typical information systems in production and operations include: Your Answer: promotion and advertising. Correct Answer: customer problem tracking.
		Examples of typical information systems in production and operations include customer problem tracking.
14.		Are of the following are benefits to knowledge management systems EXCEPT:  Your Answer: Enhanced innovation and creativity Correct Answer: Getting employee buy-in
		Are of the following are benefits to knowledge management systems EXCEPT: Getting employee buy-in
15.		Rules in an expert system are typically expressed using a ________ format.  Your Answer: if-then Correct Answer: what-if
		Rules in an expert system are typically expressed using a what-if format.
16.		A(n) ____________ is a way of encoding knowledge after collecting information from a user.  Your Answer: rule
		Correct
17.		Common DSS models in accounting do NOT include: Your Answer: cost analysis. Correct Answer: payroll and deductions.
		Common DSS models in accounting do NOT include payroll and deductions.
18.		The processing aspect of an executive information system focuses on: Your Answer: data sorting and summaries. Correct Answer: data summaries and graphical interpretations.
		The processing aspect of an executive information system focuses on data summaries and graphical interpretations.
19.		___________ systems consist of technology and the people needed to consolidate information and to support managers at the highest level of the organization.  Your Answer: Management information Correct Answer: Executive information
		Executive information systems consist of technology and the people needed to consolidate information and to support managers at the highest level of the organization.
20.		____________ reports are produced daily, weekly or monthly to support the routine informational needs of managerial-level decision making.  Your Answer: Drill-down Correct Answer: Scheduled
		Scheduled reports are produced daily, weekly or monthly to support the routine informational needs of managerial-level decision making.

CHƯƠNG VIII

1.		Enterprise-wide information systems are information systems that allow companies to integrate information across operations on a company-wide basis. Your Answer: True
		Correct
2.		Internally focused systems could be used to coordinate the flow of information from a company to its potential or existing customers who exist outside the organization. Your Answer: True Correct Answer: False
		Incorrect
3.		Technology development includes the design and development of applications that support the primary business activities. Your Answer: True
		Correct
4.		An upstream information flow relates to the information that is produced by a company and sent along to another organization.  Your Answer: True Correct Answer: False
		Incorrect
5.		Given that older systems are not designed to communicate with other applications beyond departmental boundaries, they are classified as legacy systems. Your Answer: True
		Correct
6.		Human Resource Management components are considered ERP core components. Your Answer: True
		Correct
7.		CRM applications come in the form of custom software that is purchased from software vendors. Your Answer: True Correct Answer: False
		Incorrect
8.		Operational CRM systems automate the fundamental business processes for interacting with customers. Your Answer: True
		Correct
9.		Cooperative CRM components are used for providing effective and efficient communication with the customer from the entire organization. Your Answer: True Correct Answer: False
		Incorrect
10.		A customer interaction center uses multiple communication channels to support the communication preferences of customers. Your Answer: True
		Correct
11.		The further out in the supply chain one looks, the more and more suppliers are involved.  Your Answer: True
		Correct
12.		Supply chain execution is the execution of supply chain management. Your Answer: True Correct Answer: False
		Incorrect
13.		Effectively processing returns and customer refunds is a critical part of supply chain management. Your Answer: True Correct Answer: False
		Incorrect
14.		Supply chain effectiveness focuses on maximizing customer service. Your Answer: True
		Correct
15.		Enterprise portals come in two basic forms, the distribution portal and the procurement portal. Your Answer: True
		Correct
16.		SCM uses RFID technology to replace standard bar codes. Your Answer: True
		Correct
17.		Passive RFID tags include a battery and can transmit hundreds of feet. Your Answer: True Correct Answer: False
		Incorrect
18.		Virtually all major retailers are adopting RFID to better manage their supply chains. Your Answer: True
		Correct
19.		It is not uncommon to have enterprise system implementation projects that run over budget. Your Answer: True
		Correct
20.		Once enterprise systems go live, companies usually experience immediate increases in productivity. Your Answer: True Correct Answer: False
		Incorrect

1.		Internally focused systems support ____________ areas, processes or activities within the organization. Your Answer: managerial Correct Answer: functional
		Internally focused systems support functional areas, processes or activities within the organization.
2.		The functional area of ____________________ mirrors that of inbound logistics. Your Answer: operations and manufacturing Correct Answer: outbound logistics
		The functional area of outbound logistics mirrors that of inbound logistics.
3.		__________ focus(es) on the processes and decision making to orchestrate the day-to-day operations of an organization. Your Answer: Administrative activities
		Correct
4.		Externally focused systems can be used to coordinate a company's value chain with another company's value chain or with consumers, such as in: Your Answer: B2C electronic commerce.
		Correct
5.		Legacy systems and their associated ____________ applications can prove problematic when information from multiple departmental systems is required to make decisions. Your Answer: stand-alone
		Correct
6.		Each function in an ERP system is classified as a component, and components are often bundled together to form software: Your Answer: packages. Correct Answer: modules.
		Each function in an ERP system is classified as a component, and components are often bundled together to form software modules.
7.		It is critical for managers to be careful with ______________________ as subsequent software releases may not contain the necessary embedded logic and may require continual upgrades. Your Answer: vendors' naming conventions Correct Answer: customizations
		It is critical for managers to be careful with customizations as subsequent software releases may not contain the necessary embedded logic and may require continual upgrades.
8.		________ is a systematic, structured improvement approach whereby people critically examine, rethink, and redesign business processes. Your Answer: Business process management
		Correct
9.		The most important feature of an ERP is that it: Your Answer: is a complete package. Correct Answer: allows information flow throughout the organization.
		The most important feature of an ERP is that it allows information flow throughout the organization.
10.		ERP systems are ____________ applications that are purchased from software vendors. Your Answer: stand-alone Correct Answer: packaged
		ERP systems are packaged applications that are purchased from software vendors.
11.		Companies that have successfully implemented ________ can experience greater customer satisfaction and increase productivity in their sales and service personnel. Your Answer: ERP Correct Answer: CRM
		Companies that have successfully implemented CRM can experience greater customer satisfaction and increase productivity in their sales and service personnel.
12.		All systems that are NOT accessible or visible to the customer are referred to as _________ systems. Your Answer: front-office Correct Answer: back-office
		All systems that are NOT accessible or visible to the customer are referred to as back-office systems.
13.		________ focuses on providing the business intelligence necessary to identify new opportunities and to provide superior customer service. Your Answer: Operational CRM Correct Answer: Analytical CRM
		Analytical CRM focuses on providing the business intelligence necessary to identify new opportunities and to provide superior customer service.
14.		____________ applications are commonly integrated with ERP to leverage internal and external information to collaborate with suppliers. Your Answer: BPR Correct Answer: SCM
		SCM applications are commonly integrated with ERP to leverage internal and external information to collaborate with suppliers.
15.		__________ flow refers to the movement of financial assets throughout the supply chain. Your Answer: Product Correct Answer: Financial
		Financial flow refers to the movement of financial assets throughout the supply chain.
16.		Supply chain __________ is the extent to which a company's supply chain is focusing on minimizing costs. Your Answer: effectiveness Correct Answer: efficiency
		Supply chain efficiency is the extent to which a company's supply chain is focusing on minimizing costs.
17.		Enterprise portals come in two basic forms, the distribution portal and the: Your Answer: production portal. Correct Answer: procurement portal.
		Enterprise portals come in two basic forms, the distribution portal and the procurement portal.
18.		________ offers advantages over standard bar-code technology in that it eliminates the need for line-of-sight reading. Your Answer: HFID Correct Answer: RFID
		RFID offers advantages over standard bar-code technology in that it eliminates the need for line-of-sight reading.
19.		________ tags include a battery and can transmit hundreds of feet. Your Answer: Active
		Correct
20.		Using ____________ tends to move companies through the enterprise system implementation more quickly and tends to help companies train their personnel on the applications more effectively. Your Answer: vendors Correct Answer: consultants
		Using consultants tends to move companies through the enterprise system implementation more quickly and tends to help companies train their personnel on the applications more effectively.

CHƯƠNG IX

1.		Software development has moved from a science to an art. Your Answer: True Correct Answer: False
		Incorrect
2.		Systems analysis is the first phase of the SDLC. Your Answer: True Correct Answer: False
		Incorrect
3.		Information systems development projects identified by top management have a broad strategic focus. Your Answer: True
		Correct
4.		A key activity in systems analysis is modeling organizational data. Your Answer: True
		Correct
5.		JAD is a good way of increasing system acceptance and quality. Your Answer: True
		Correct
6.		JAD does not require high-level sponsorship. Your Answer: True Correct Answer: False
		Incorrect
7.		During system design, the program code is designed. Your Answer: True Correct Answer: False
		Incorrect
8.		A key activity in system design is the layout of forms and reports. Your Answer: True
		Correct
9.		Interfaces that enable the user to select pictures, icons, and menus to send instructions to the computer are called graphical user interfaces. Your Answer: True
		Correct
10.		Beta tests are performed by programmers. Your Answer: True Correct Answer: False
		Incorrect
11.		Alpha tests are performed by software testers. Your Answer: True
		Correct
12.		System conversion is conducted in the implementation phase. Your Answer: True
		Correct
13.		During phased conversion, old and new systems are used at the same time. Your Answer: True Correct Answer: False
		Incorrect
14.		Adaptive maintenance is conducted to correct errors. Your Answer: True Correct Answer: False
		Incorrect
15.		Corrective maintenance typically receives the highest amount of attention of all maintenance. Your Answer: True
		Correct
16.		Prototyping uses a trial and error technique. Your Answer: True
		Correct
17.		Rapid application development closely follows the SDLC. Your Answer: True Correct Answer: False
		Incorrect
18.		A drawback of object-oriented analysis and design is that programmers have to re-create common modules. Your Answer: True Correct Answer: False
		Incorrect
19.		Organizations should strive to have as many strategic outsourcing relationships as possible. Your Answer: True Correct Answer: False
		Incorrect
20.		End-user development is not well suited for large-scale systems. Your Answer: True
		Correct

1.		The discipline of developing information systems is called: Your Answer: systems development. Correct Answer: software engineering.
		The discipline of developing information systems is called software engineering.
2.		The act of breaking down large, complex problems into many small, simple problems is called: Your Answer: composting. Correct Answer: decomposition.
		The act of breaking down large, complex problems into many small, simple problems is called decomposition.
3.		The first phase in the SDLC is: Your Answer: system identification.
		Correct
4.		The SDLC phase that links implementation and initiation is called system: Your Answer: analysis. Correct Answer: maintenance.
		The SDLC phase that links implementation and initiation is called system maintenance.
5.		Information systems development projects identified by a steering committee have a ________ focus. Your Answer: broad strategic Correct Answer: cross-functional
		Information systems development projects identified by a steering committee have a cross-functional focus.
6.		Data modeling is associated with system: Your Answer: analysis.
		Correct
7.		Designing forms and reports is part of system: Your Answer: analysis. Correct Answer: design.
		Designing forms and reports is part of system design.
8.		Identification of data flows is part of modeling: Your Answer: data. Correct Answer: processes.
		Identification of data flows is part of process modeling.
9.		Which of the following is NOT a criterion for ranking projects? Your Answer: Strategic alignment Correct Answer: All of the above are criteria for ranking projects.
		Strategic alignment, project duration, and technical difficulty are all criteria for ranking projects.
10.		Which of these is NOT considered to be a new approach to requirements collection? Your Answer: Document analysis
		Correct
11.		Data models are expressed as which type of diagram? Your Answer: ERD
		Correct
12.		Which of the following is NOT designed during the system design phase? Your Answer: Forms and reports Correct Answer: Program code
		Program code is created during system implementation.
13.		Which of these represents the type of test conducted by end users? Your Answer: Development Correct Answer: Beta
		Beta testing is conducted by end users.
14.		Which of these represents the type of test conducted by programmers? Your Answer: Development
		Correct
15.		Which type of system conversion does NOT involve simultaneous operation of old and new systems? Your Answer: Parallel Correct Answer: Direct
		Using direct conversion, the old system is turned off one day, and the new system is started the next day.
16.		The type of software maintenance that addresses bugs is: Your Answer: adaptive. Correct Answer: corrective.
		Corrective maintenance is conducted to address software bugs.
17.		The type of software maintenance that is associated with evolving business needs is: Your Answer: adaptive.
		Correct
18.		The form of development that uses a trial and error approach is called: Your Answer: prototyping.
		Correct
19.		Under which situation is end-user development considered? Your Answer: Limited availability of IT staff Correct Answer: All of the above.
		End-user development is considered when IT staff is limited, overworked, or has limited skill sets.
20.		Which of the following is NOT a type of outsourcing relationship? Your Answer: Basic Correct Answer: Contractual
		Contractual outsourcing is not a type of outsourcing relationship.

CHƯƠNG X

1.		Futurist Alvin Toffler wrote a book, The Third Wave, which refers to the Information Age. Your Answer: True
		Correct
2.		The "digital divide" refers to those with high-speed Internet access compared with those who have only slow (dial-up) Internet connections. Your Answer: True Correct Answer: False
		No, it's the gap between those with computer access and those who do not.
3.		Information privacy, accessibility, accuracy, and technology are central to most ethical concerns about information systems. Your Answer: True Correct Answer: False
		The central issues are information privacy, accessibility, accuracy, and property.
4.		The term "computer literacy" refers to one's ability to read content from Web pages. Your Answer: True Correct Answer: False
		Computer literacy refers to one's ability to use a computer.
5.		Identity theft is an issue in the computer ethics debates. Your Answer: True
		Correct
6.		Information privacy is concerned with what information an individual should have to reveal to others through the course of employment. Your Answer: True
		Correct
7.		You can improve your online shopping experience by accepting cookies. Your Answer: True Correct Answer: False
		Avoid having them left on your computer.
8.		Web cramming is free access to material on the Web through downloading a viewer. Your Answer: True Correct Answer: False
		It is a free custom-designed Web site that makes unauthorized telephone charges, even though the consumer did not accept or agree to continue services.
9.		With the increase of both computer-based communication between individuals and online databases, the individual(s) who has the right to collect, access and monitor this information has raised many IS ethical concerns. Your Answer: True
		Correct
10.		Spim has decreased dramatically in use since the US government passed a law banning it. Your Answer: True Correct Answer: False
		There are no laws banning the use of spim.
11.		Cybersquatting is a term used to describe a virus that infects a target computer, but lays dormant until triggered on a preset date. Your Answer: (blank)
12.		ECPA offers far stronger support for voice mail than e-mail. Your Answer: True
		Correct
13.		According to the Computer Security Institute, the overall trend for computer crime has been declining over the past few years. Your Answer: True
		Correct
14.		Uncensored access means that the person who has gained entry to a computer system has no authority to the access. Your Answer: True Correct Answer: False
		This is unauthorized access.
15.		The Computer Fraud and Abuse Act of 1986 prohibits stealing and compromising data about national defense, foreign relations, and atomic energy. Your Answer: True
		Correct
16.		True hackers are motivated by curiosity and do not desire to intend to do any harm. Your Answer: True
		Correct
17.		Salami slicing is a form of identity theft where a cracker intends to extract money from another's bank account without the person's knowledge or consent. Your Answer: True Correct Answer: False
		Salami slicing is the shaving of small amounts from financial accounts.
18.		Cloning refers to the use of scanners to steal the electronic serial numbers of cellular phones. Your Answer: True
		Correct
19.		Piggybacking is the sending of an executable virus as an attachment to an e-mail message. Your Answer: True Correct Answer: False
		Piggybacking is looking over another's shoulder to get another's PIN number.
20.		E-mail viruses send copies of themselves to everyone in the victim's address book. Your Answer: True
		Correct

1.		During the Third Wave, _______________ became the common currency.  Your Answer: information
		Correct
2.		_______________ is an attribute possessed by someone who knows how to use a computer. Your Answer: Computer competency Correct Answer: Computer literacy
		Computer literacy is an attribute possessed by someone who knows how to use a computer.
3.		The digital divide in the United States is:  Your Answer: growing rapidly. Correct Answer: shrinking rapidly.
		The digital divide in the United States is shrinking rapidly.
4.		An issue central to the debate on computer ethics is: Your Answer: All of the below.
		Correct
5.		One of the fastest growing "information" crimes in recent years has been:  Your Answer: information theft. Correct Answer: identity theft.
		One of the fastest growing "information" crimes in recent years has been identity theft.
6.		The new dot-cons include: Your Answer: charges for "free" sites appearing on phone bills. Correct Answer: All of the above.
		The new dot-cons include: All of the above.
7.		_____________________ focuses on who owns information about individuals and how information can be sold and exchanged. Your Answer: Information real estate Correct Answer: Information property
		Information property focuses on who owns information about individuals and how information can be sold and exchanged.
8.		Companies collect psychographic data about their customers, which includes: Your Answer: personal and public opinions. Correct Answer: tastes and preferences.
		Companies collect psychographic data about their customers, which includes tastes and preferences.
9.		_________________ is a small text file on your computer that stores information about your Web-browsing activity at a particular site.  Your Answer: Spyware Correct Answer: Cookies
		Cookies is a small text file on your computer that stores information about your Web-browsing activity at a particular site.
10.		________________ is a term that describes what information a person or an organization has the right to obtain about others and how this information can be accessed and used in the future. Your Answer: Information accessibility
		Correct
11.		When the FBI employs the use of Carnivore, the federal agency must obtain ___________________ to install an online wiretap and monitor the suspect's online activity.  Your Answer: a court order
		Correct
12.		The term __________________ describes the practice of registering a domain name, and then trying to sell the domain name for large sums of money to the person, the company, or the organization most likely to want it. Your Answer: domain name holding Correct Answer: cybersquatting
		The term cybersquatting describes the practice of registering a domain name, and then trying to sell the domain name for large sums of money to the person, the company, or the organization most likely to want it.
13.		According to the Computer Security Institute, the overall trend for computer crime has __________ over the past several years. Your Answer: doubled Correct Answer: declined
		According to the Computer Security Institute, the overall trend for computer crime has declined over the past several years.
14.		Most organizations _____________ report their incidents of computer crimes. Your Answer: under Correct Answer: do not
		Most organizations do not report their incidents of computer crimes.
15.		A particular difficulty in combating cybercrime is that cybercriminals often attack across ____________.  Your Answer: city borders Correct Answer: international borders
		A particular difficulty in combating cybercrime is that cybercriminals often attack across international borders.
16.		The majority of unlawful intrusions into computer systems are made by: Your Answer: employees.
		Correct
17.		Persons who plant viruses are called: Your Answer: computer hackers. Correct Answer: vandals.
		Persons who plant viruses are called vandals.
18.		Spoofing is a type of computer crime, and it is a scam that is used to steal the _____________ of legitimate users' computer accounts. Your Answer: company's names Correct Answer: passwords
		Spoofing is a type of computer crime, and it is a scam that is used to steal the passwords of legitimate users' computer accounts.
19.		The slang term for stolen software is: Your Answer: hackerware. Correct Answer: warez.
		The slang term for stolen software is warez.
20.		Worms are another virulent type of computer infection, and their primary purpose is to ___________ memory space with its outlaw code, thus bringing computers to a halt.  Your Answer: collect Correct Answer: clog
		Worms are another virulent type of computer infection, and their primary purpose is to clog memory space with its outlaw code, thus bringing computers to a halt.