MIS

Chapter 5 Summary
1. What is IT INFRASTRUCTURE?
Ans: Set of physical devices and software required to operate enterprise

2. List IT infrastructure (Include in QUIZ)

Ans: IT Infrastructure has seven main components:

1. Computer hardware platforms

2. Operating system platforms
3. Enterprise software applications
4. Data management and storage
5. Networking/telecommunications platforms
6. Internet platforms
7. Consulting system integration services
3. Discus Evolution in IT infrastructure (Include in QUIZ)
Ans:
– General-purpose mainframe and minicomputer era: 1959 to present
– Personal computer era: 1981 to present
– Client/server era: 1983 to present : Desktop clients networked to servers, with
processing work split between clients and servers
– Enterprise computing era: 1992 to present : Move toward integrating disparate
networks, applications using Internet standards and enterprise applications
– Cloud and mobile computing: 2000 to present : Cloud computing: computing
power and software applications supplied over the Internet or other network
4. Web server will serve a Web page to a client in response to a request for service.
5. Application server: software handles all application operations between a user and an
organization’s back-end business systems.
6. Describe Moore’s Law and the Law of Mass Digital Storage
Ans: Moore’s Law states that computing power doubles every 18 months
While Mass Digital Storage the amount of data being stored each year doubles.
7. Cloud computing consists of three different types of services:
 a) Cloud infrastructure as a service
b) Cloud platform as a service
c) Cloud software as a service
8.A public cloud is maintained by an external service provider.
9.A private cloud is a proprietary network or a data center that ties together servers.
10. Autonomic computing is an industry-wide effort to develop systems that can configure
themselves.
11. Multicore processor is an integrated circuit to which two or more processor cores have
been attached for enhanced performance.
12 Web browser is an easy-to-use software tool with a graphical user interface for displaying
Web pages and for accessing the Web and other Internet resources.

Chapter 9 Summary
1. Explain Enterprise system(Include in QUIZ)
Ans: Enterprise Systems also known as Enterprise resource planning (ERP) systems:
System used to plan business functions and business functional area to integrate
business system to make business decision. Collects data from many different
divisions
Enterprise systems help firms respond rapidly to customer requests for information or
products.
Enterprise systems provide much valuable information for improving management
decision making.
2. Business value of enterprise systems:
a. Increase operational efficiency
b. providing firm-wide information to help managers make better decisions
c. Include analytical tools to evaluate overall organizational performance
3. Define Supply Chain Management system
Ans: Supply Chain Management Systems: System used for procuring materials into
finished goods to customer.
4. Upstream supply chain: Activities form supplier’s Supplier to the firm.
5. Downstream supply chain: Activities from the firm to customer/consumer.
6. Supply Chain Management Software
 a. Supply chain planning systems : Optimize sourcing, manufacturing plans
b. Supply chain execution systems: Manage flow of products through distribution
centers and warehouses

7. Distinguish between a push-based and pull based model of supply chain management
Ans: Push-based model (also known as build-to-stock): Earlier Supply Chain
Management Systems (Include in QUIZ)
While pull-based model also known as a demand driven model or build-to-order Web-
based.
8. Business value of SCM systems
a. Improve delivery service
b. Speed product time to market
c. Increase sales
9. WHAT IS CUSTOMER RELATIONSHIP MANAGEMENT (CRM)?
Ans: CRM is a system which integrates, consolidates customer data and distributes
(disseminate) customer data to all enterprise systems.
10. Business value of CRM systems:
o Churn rate: Measures the number of customers who stop purchasing company
and product.
o Increased customer satisfaction
o Reduced direct-marketing costs
o Increased sales revenue
11. A touch point (also known as a contact point) is a method of interaction with the
customer, such as telephone, e-mai.(Optional)
12. The more comprehensive CRM packages contain modules for partner relationship
management (PRM) and employee relationship management (ERM).(Optional)
PRM uses many of the same data, tools, and systems as customer relationship
management to enhance collaboration between a company and its selling partners.
While ERM software deals with employee issues that are closely related to CRM, such as
setting objectives, employee performance management
13. Cross selling: Marketing complementary products to customer.
14. Challenges and opportunities of CRM systems
Challenges
 Cost
 Time to install
 Software dependency vendors
Opportunities
o Increase revenue
o Customer satisfaction
15. CRM Software
a. SOA standards(Service oriented architecture)
b. Open-source applications
c. On-demand solutions
 d. Cloud-based versions
e. Functionality for mobile platform
16. Customer Life Time (CLT) is the relationship b/w the revenue produced by a specific
customer expenses in servicing that customer and the relationship b/w the life of that
customer and the company.
17. Distinguish between operational and analytical CRM.
Operational CRM: Customer-facing applications such as sales force automation, call
center and customer service support (Optional)
While Analytical CRM: Analyzes for customer data (Optional)
18. Describe the tools and capabilities of customer relationship management software for
sales, marketing, and customer service.(Optional)
Ans:
o Sales force automation (SFA) : Sales prospect and contact information, sales
quote generation capabilities
o Customer service : Assigning and managing customer service requests, Web-
based self-service capabilities
o Marketing : Capturing prospect and customer data, scheduling and tracking
direct-marketing mailings or e-mail, cross-selling

Chapter 10 Summary

1. E-Commerce is a subset of E-business for goods and service.

E-commerce refers to the use of the Internet and the Web to transact business.
2. E-Commerce Began in 1995 Netscape.com
3. List and describe the eight unique features of e-commerce:
a. Ubiquity: Internet/Web technology is available everywhere: at work, at home
b. Global reach : The technology reaches across national boundaries, around the
Earth
c. Universal standards: There is one set of technology standards, namely Internet
standards.
d. Richness: Supports video, audio, and text messages.
e. Interactivity: The technology works through interaction with the user.
f. Information density: is the total amount and quality of information available to
all market participants.
g. Personalization/customization: is the technology allows personalized messages
to be delivered to individuals as well as groups.
h. Social technology: is the technology promotes user content generation and
social networking.
4. Information asymmetry: refers when one party of the participant’s part has more
information than other parts.
5. Digital goods are goods that can be delivered over a digital network.
6. Three major types of e-commerce
 a) Business-to-consumer (B2C): electronic commerce involves retailing products and
services to individual shoppers.
b) Business-to-business (B2B): electronic commerce involves sales of goods and services
among businesses.
c) • Consumer-to-consumer (C2C): electronic commerce involves consumers selling
directly to consumers.
7. E-commerce business models
a) E-trailer: Sells physical products directly to consumers or to individual
businesses.
b) Transaction broker: Saves users money and time by processing online sales
transactions and generating a fee each time a transaction occurs.
c) Market creator: Provides a digital environment where buyers and sellers can
meet, search for products, display products, and establish prices for those
products.
d) Content provider: Creates revenue by providing digital content, such as news,
music, photos, or video, over the Web.
e) Community provider: Provides an online meeting place where people with
similar interests can communicate and find useful information.
f) Portal: Provides initial point of entry to the Web along with specialized content
and other services.
g) Service provider: Provides Web 2.0 applications such as photo sharing, video
sharing, and user-generated content as services.
8. Intellectual property refers to all forms of human expression that can be put into a tangible
medium such as text, CDs. (Optional)
9. Podcasting is a method of publishing audio or video broadcasts via the Internet. (Optional)
10. E-commerce revenue models:
a) Advertising: a Web site generates revenue by attracting a large audience of
visitors who can then be exposed to advertisements.
b) Sales: companies derive revenue by selling goods, information, or services to
customers.
c) Subscription: a Web site offering content or services charges a subscription fee
for access to some or all of its offerings on an ongoing basis.
d) Free/Freemium: firms offer basic services or content for free, while charging a
premium for advanced or special features. For example, Google offers free
applications, but charges for premium services.
e) Transaction fee: a company receives a fee for enabling or executing a
transaction.
f) Affiliate : Web sites (called “affiliate Web sites”) send visitors to other Web sites
in return for a referral fee or percentage of the revenue from any resulting sales
11. Variety of Internet-enabled technologies used in Business-to-business (B2B):
• Electronic data interchange (EDI): Computer-to-computer exchange of
standard transactions such as invoices, purchase orders.
• Private industrial networks (private exchanges): Large firm using extranet
to link to its suppliers and other key business partners.
 • Net marketplaces: Generate revenue from transaction fees, other
services.
• Exchanges: Connect thousands of suppliers and buyers for spot
purchasing.
12. Types of Location-based services
i. Geosocial services

ii. Geoadvertising
iii. Geoin formation services
13. Alternatives in building the Web site:
a) Completely in-house
b) Mixed responsibility
c) Completely outsourced