Management Chapter 11 Having Perspective Means Reflecting The

62.

(p. 459)

Having a _______________ perspective means reflecting on the performance of key business

processes.

63.

(p. 459)

Having a _______________ perspective means measuring the company’s learning curve,

such as the time spent on staff training.

64.

(p. 459)

A company that measures the time it takes to process a phone call, tabulates the results of

customer surveys, and tracks the number of user complains has a _______________

perspective.

65.

(p. 459)

The most valuable Internet applications allow companies to transcend communication barriers

and establish connections that will do all of the following except:

66.

(p. 460)

E-mail, chat systems, discussion groups, and a company website are typical examples of the

_______________ quadrant of a strategic positioning matrix.

67.

(p. 461)

A company that enters the _______________ quadrant of a strategic positioning matrix must

capitalize on a high degree of customer and competitor connectivity and use of IT.

68.

(p. 461)

A company that enters the _______________ quadrant of a strategic positioning matrix has a

high degree of internal connectivity and pressures to improve its business processes.

69.

(p. 461)

A company that enters the _______________ quadrant of a strategic positioning matrix is

extensively networked with its customers, suppliers, and competition through Web sites,

intranets, and extranets.

70.

(p. 461)

The _______________ model supplements, rather than replaces, physical distribution and

marketing channels. Examples are Cisco and Dell.

71.

(p. 461)

The _______________ model requires you to be among the first to market and to remain

ahead of competition by continuously innovating. Examples are Amazon.com and E*TRADE.

72.

(p. 461)

The _______________ model supplants, rather than replaces, existing physical business

offices and call centers by using the Internet as a sales and service channel.

73.

(p. 461)

The _______________ model uses the Internet to streamline the interactions among all

parties in the supply chain to improve operating efficiency.

74.

(p. 461)

The _______________ model uses the Internet to provide a comprehensive suite of services

that the customer’s employees can use directly.

75.

(p. 461)

The _______________ model uses the Internet to reduce search costs and offers the

customer a unified process for collecting information necessary to make a large purchase.

76.

(p. 461)

The _______________ model uses the Internet to process purchases, including the process

of searching, comparing, selecting, and paying online.

77.

(p. 462)

A business application planning process includes consideration of IT proposals for all of the

following except:

78.

(p. 463)

New business processes are stored in a _______________ of reusable business models and

application components.

79.

(p. 464)

Implementing new business/IT strategies requires managing the effects of major changes in

_______________.

80.

(p. 467)

Which of the following is not considered one of the top ten enterprise resource planning

challenges?

81.

(p. 468)

Which of the following is the biggest obstacle to knowledge management systems?

82.

(p. 456–

457)

According to the text case, the original Iridium organization failed because:

83.

(p. 456–

457)

According to the textbook case, all of the following were causes for the failure of the Iridium

project except:

84.

(p. 470)

Which of the following is part of the technology dimension of change management?

85.

(p. 470)

Implementing a new e-business application, such as customer relationship management might

involve:

86.

(p. 470)

Change experts recommend all of the following tactics to reduce the risks and cost and to

maximize the benefits of change except:

87.

(p. 472)

All of the following are examples of the actions that would normally be taken while defining a

change strategy except:

88.

(p. 472)

Which of the following is an action that would normally be taken while trying to build

commitment to an impending change?

89.

(p. 472)

All of the following are actions that would be taken while attempting to develop a culture of

change except:

90.

(p. 472)

All of the following are actions that would be taken while attempting to develop a change in

vision except:

91.

(p. 495)

According to the text case, senior managers finally realized that IT personnel

_______________ functional or divisional heads who are largely concerned with their own

areas.

92.

(p. 473)

According to the textbook case, what was the final stage of organizational transformation for

Reuters as it sought to implement global shared service centers for its financial services

function?

93.

(p. 473)

Which of the following is the initial stage of an organizational transformation?

94.

(p. 448)

The result of the planning process is called a __________, which formally articulates the

actions that are necessary to achieve the desired goals.

95.

(p. 448)

_______________ planning deals with the development of an organization’s mission, goals,

strategies, and policies. Corporations may begin the process by developing a shared vision.

96.

(p. 451)

When a work team goes white-water rafting or engages in some other outdoor team-building

exercise, they are creating a _______________ in which to reflect on and improve the way

they work together.

97.

(p. 452)

According to the textbook case, there are four IT risk categories, which are:

_______________

98.

(p. 453)

The acronym SWOT stands for strengths, weaknesses, opportunities, and

_______________.

99.

(p. 453)

Strategic business/IT planning involves an evaluation of the potential benefits and

__________ a company faces when using IT-based strategies and technologies for

competitive advantage.

100.

(p. 453)

_______________ are areas of substandard business performance compared to others in the

industry or market segments.

Marakas – Chapter 11 #100

101.

(p. 453)

_______________ are core competencies and resources where a firm is a market or industry

leader.

102.

(p. 453)

_______________ are the potential for new business markets or innovative breakthroughs

that might expand present markets.

103.

(p. 453)

_______________ are the potential for business and market losses posed by competitors,

competitive forces, government, or disruptive technologies.

104.

(p. 455)

A _______________ is a conceptual framework that expresses the underlying economic logic

and system that prove how a business can deliver value to customers at an appropriate cost

and make money.

105.

(p. 458–

48–59)

BSC is a method for measuring a company’s activities in terms of its vision and strategies.

BSC is an acronym for _______________.

106.

(p. 461)

Widespread internal use of Internet-based technologies, such as intranets and extranets, can

substantially improve information sharing and _______________ within the business and with

its trading partners.

107.

(p. 462)

The process of _______________ means both the CEO and the CIO manage the

development of complementary business and IT strategies to meet customer value and

business value vision.

108.

(p. 463)

E-business architecture planning integrates business strategy development and business

_______________ engineering to produce e-business and e-commerce applications using the

resources of the IT architecture, component development technologies, and a repository of

business models and application components.

109.

(p. 451)

In a planning context, a virtual world is a _______________ of the real world.

110.

(p. 451)

When personnel staff create a role-playing exercise to be used in a supervisory training, they

are creating a _______________.

111.

(p. 464)

Implementing e-business applications, such as enterprise resource management or customer

relationship management, requires a _______________ of core business processes, both

internally and with supply chain partners.

112.

(p. 464)

_______________ is a process that carries out the plans for changes in business/IT strategies

and applications that were developed during the planning process.

113.

(p. 464)

A _______________ application implements a business strategy of using IT to support a total

customer care focus for all areas of a company.

114.

(p. 464)

Up to 75 percent of CRM projects fail to meet their objectives, often as a result of sales force

automation problems and “unaddressed _______________ issues” related to the sales staff.

115.

(p. 464)

CRM is designed to implement a business strategy of using IT to support _______________

for all areas of a company.

116.

(p. 468)

A basic requirement of managing business change is getting the involvement and

_______________ of top management and all stakeholders affected by the planning

processes.

117.

(p. 469)

Systems _______________ are consulting firms or other outside contractors who assume the

responsibility for developing and implementing a new e-business application, including

designing and leading its change management activities.

118.

(p. 468)

Before beginning development of a new application, don’t just ask users what they want; find

out what they __________.

119.

(p. 471)

According to the text case, DHL Express experienced lower costs through centralized IT, but

this made it difficult to ensure that IT spending was in synch with _______________.

120.

(p. 471)

The change management model presented in the text suggests that the business vision

created in the strategic planning phase should be communicated in a compelling

_______________ to the people in the organization.

121.

(p. 472–

473)

According to the text case, Avnet Marshall transformed itself into a premiere example of an

inter-networked, _______________ business.

122.

(p. 468)

_______________ is the biggest obstacle to knowledge management systems.

11 Summary