HW02CH02 Please print, answer the questions and bring to the next class.
Date:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Group #:
Panther:
Name:
CRM stands for “Customer Relationship Maintenance” systems. T/F
Operational decisions concern day-to-day activities. T/F
TPS stands for “Transaction Processing System”. T/F
Businesses seek to use IT in order to gain _______________ over other businesses
seeking the same customers.
a. sway
b. dominance
c. relative advantage
d. competitive advantage
The basic idea of the digital divide is that:
a. IT divides people.
b. access to the Internet is limited to rich countries.
c. computer memory is divided.
d. a CPU is divided into different areas for digital processing.
At the center of a CRM system is a:
a. sales protocol.
b. database.
c. network.
d. call center.
e. support center.
An iPod would be an example of how Apple gained competitive advantage by:
a. product differentiation.
b. creating new products or services.
c. establishing alliances.
d. reducing costs.
e. creating barriers to entry.
___________________ decisions are broader in scope and concern long-term
organizational issues.
a. Operational
b. Tactical
c. Managerial
d. Strategic
e. People
During the _______________ phase, decision makers determine what is to be decided,
what criteria will be used, and what data is available.
a. intelligence gathering
b. alternative formulation
c. choice
d. review
A __________________ would focus on business activities such as quality control,
production planning, or scheduling.
a. MIS
b. CRM
c. TPS
d. Manufacturing IS
e. KWS