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Chap04, Measuring the Success of Strategic InitiativesMultiple Choice

1. What type of metrics measure throughput, speed, and availability?A. Efficiency IT metricsB. Effectiveness IT metricsC. All of the aboveD. None of the above2. What types of metrics measure customer satisfaction?A. Efficiency IT metricsB. Effectiveness IT metricsC. Both efficiency and effectiveness IT metricsD. None of the above3. According to Peter Drucker, what are managers who do things right addressing?A. EfficiencyB. EffectivenessC. Both efficiency and effectivenessD. Customer metrics4. According to Peter Drucker, what are managers who do the right things addressing?A. EfficiencyB. EffectivenessC. Both efficiency and effectivenessD. Customer Metrics5. What percentage of total capital expenditures on IT are some organizations spending?A. 5 percentB. 25 percentC. 50 percentD. 75 percent6. Which country is ranked first in terms of e-government effectiveness?A. United StatesB. CanadaC. Denmark D. Australia7. Which country is ranked first in terms of e-government efficiency?A. United StatesB. CanadaC. Denmark D. Australia

8. Which of the following is not a type of efficiency IT metric?A. SpeedB. AvailabilityC. UsabilityD. Throughput9. Which of the following is not a type of effectiveness IT metric?A. Customer satisfactionB. Conversion ratesC. FinancialD. Web traffic10. Which term is used to describe the ease with which people perform transactions and/or findinformation?A. UsabilityB. Customer satisfactionC. FinancialD. Conversion rates11. What is measured by such benchmarks as satisfaction surveys, percentage of existing customersretained, and increases in revenue dollars per customer?A. UsabilityB. Customer satisfactionC. FinancialD. Conversion rates12. What is eBay constantly benchmarking?A. IT efficiencyB. IT effectivenessC. IT efficiency and IT effectivenessD. Usability13. What types of security must an organization offer its customers when it provides them with the abilityto purchase products over the Internet?A. EncryptionB. SSLC. Secure Sockets LayersD. All of the above14. What are the measures called that are tied to business drivers?A. IT efficiencyB. IT effectivenessC. Key performance indicatorsD. None of the above15. When considering the graph depicting the interrelationships between efficiency and effectiveness,where does an organization ideally want to operate?A. Upper right-hand corner B. Lower right-hand corner C. Upper left-hand corner D. Lower right-hand corner

16. Which of the following do customer effectiveness metrics typically focus on?A. Market shareB. Customer acquisitionC. Customer profitabilityD. All of the above17. What do most companies measure to determine the success of their Web sites?A. ThroughputB. SpeedC. TrafficD. Availability18. Which of the following metrics help managers measure and manage strategic initiatives?A. Web site metricsB. Web site metrics, SCM metrics, SCR metrics, and RBP metricsC. Web site metrics, SCM metrics, CRM metrics, BPR metrics, and ERP metricsD. Web site metrics, SCM metrics, balanced scorecard metrics19. Which metric does the Yankee Group report that 66 percent of companies use to solely determineWeb site success?A. Abandoned shopping cartsB. Abandoned shipping cartsC. Amount of revenueD. Amount of traffic20. Which of the following are supply chain management metrics?A. Abandoned shopping carts, page exposures, total hits, unique visitorsB. Back order, customer order promised cycle time, customer order actual cycle timeC. Number of prospective customers, cases closed same day, number of marketing campaignsD. Learning and growth perspective, internal business process perspective, customer perspective,and financial perspective20. Which of the following are customer relationship management metrics?A. Abandoned shopping carts, page exposures, total hits, unique visitorsB. Back order, customer order promised cycle time, customer order actual cycle timeC. Number of prospective customers, cases closed same day, number of marketing campaignsD. Learning and growth perspective, internal business process perspective, customer perspective,and financial perspective21. Which of the following are Web site metrics?A. Abandoned shopping carts, page exposures, total hits, unique visitorsB. Back order, customer order promised cycle time, customer order actual cycle timeC. Number of prospective customers, cases closed same day, number of marketing campaignsD. Learning and growth perspective, internal business process perspective, customer perspective,and financial perspective