ry*Ç Liâls âî IMiM 2 Internationsl Masters in Management AcudemicYear2006/ 2007 Exams Session April2007

ManagementInformation Systems JeanNoël Ezingeard

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IMiM 2 - ManaeementInformation SystemsExamination 2007 Multiple Choice Identify the letter afthe choice that best campletes the statement or atlr )e/s the question

Monitoringwasa sourceofcompetitiveadvantage for oTIS because L Remote:Elevator c- It madelifis sâferto use a. It hclpedOTISre-inventits value chatn b. It iocked customers into a service

d. It mâde lifts easier to usc

suchâsSkypeis a formof_ sinceit enables employees to _ 2. InstanlMessaging between sites c. CRM / DiscussCustomers a. ERI)/ Commun;cate / Share d. KnowledgeManagement b. Ecllt / RecallCustomers Knowledee L

is a keyconceptunderlying / CRM a. Clobalization / CRM b. Integrâlion

c. lntegration/ ERP d. Clobalizalion/ ERP

4. Data cleânsingis necessaryin CRM because c. Ofhygiene regulations a. Customersobjectwhen their privacy in invadedthroughIoyalty card schemes b. Multiple recordsfrom legac) systemscan d. Ilata lrom legacysystemsis slow to arrive represenlthe samecustomer 5. A databaseis c. Any collectionofstructurcd inlormalion a. Any frle which is no1flat b. Any frle producedwith Microsoft Access d. Any collectionofcompulerised information bul not Microsofi Excel 6. Whenquestionsrequiremathematicalor statisticalanalyses,a(n) c. model a. knowledge d. data b. inlbrmation

-basedDSS is used.

7. The "dolphinsnot whales"analogyrelers1othe fact that the power c. we shouldneverunderestimate ofsho( projectsis more a. a succession ofaS;lity in CompetitiveAdvantagefrom likely to succeedthan a large project IS d. too many dynamicshort plojectsarc more b. it's easierto talk with IT managerslhat dilficult to managcthan one steadylong understândbusinessrequirements project to anâlyzehow an lnformationSystem8. We canuse c. Porter'sValue Chain / lails a. Poner's5 forccs/ can sustainits /)

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. b. Portel s 5 forces/ Can be a sourceof \, ConlpetitiveAdvantage

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tlelone & Mclean's model/ Can bc r sotrrceofcomPetitive Ad!ânlage

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lor 9. ln thecontextoflnformationSecuity,CIA stands c, Computer Integrated Assurance a. keepCalm,Improve,Assess Integrity,AvailabilitJ Intelligence Applications d. Confidenliality, b. Computerized of Xerox'sEurekaProiectis anexâmple Knouledce Manaeement a. su,,cssful

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b. successful CustomerRelationship

failedCustomer Relationship Management d. failedKnowledge Management

Mânagement ll.

In the Bâng& Olufsencasestudywe studiedin class,we found that shopsmight resistthe CRM system

Thesystemcosttheshopstoo much a. They lost the ownershipoftheir customer money data . b. The systemkept crashingin ùont of d. Theydid notall haveaccess to ADSL /

information securityoftencomesfrom 12. Thebiggestthreatto anorganization's c. scriptkiddies a. 'blackhats'hackers d. 'whitehats'hackers b. employees would be 1 3 . An exâmpleofthe datamining searchpatternthat searcbesfor associations a. b. c. d.

analyzingcredit cardutilization,which resultsin recognizingpatternsofnormal usage groupingcustomersby the amountand Ùequencyofpurchasesfrom Web sites slicinganddicing with a Purchaseofgeeting cards finding that a purchaseoflipstick is often associated

I4. An erceptionreponi5 generated a. on a regularbasis,containingsummaryreponsofthe resultsolthe dataprocessing b. when somecondition fâlls outsidea previouslydefinedacceptablerange c. by manualsystemsbut not by electronicinformationsystems d. upon requestby a manager

t 5 . Offshoringis the practice01 _

c. Offshoreoutsourcing,for instanceto lndra a. PerÈrmanceimprovementsin the or China url.adrngofboatsto theshore;n lhe Pon ofSingapore d. Allowingusersto'Roam' with WiFi b. Tuming syslemsofffast when a virus ana.k is declaredoffshore

I6. In Delone and Mclean's model, InformationQuality refers1()a. the quality ofthe informâtionprocessed c. the EFQM model by rhe Slstem b. rhe quâlity ofthe Communicationaround d. the quality ofthe documentationaround the systems the system 17. Explicil knowledgeis kno$ledgethat is a. difficult to codil)

b. designedfoausein relalionalbut not object-orienteddatabases codifiableandtransferable d. not appropriatefor storagein organizationaldatabases is a techniquethat enâblesthe user!o extxactportionsofthe agg egateddataandstudythemin detair. a. slicinganddicing c. rotateandaggregate b. cutting andpasting d. auto-extraction _ is usedin _ a. Slicinganddatamining/ Anallticâl CRM b. Slicinganddicing/ Operational CRM

c. Slicinganddicing/ Anat)'rical CRM d. Datamining/ ERP

An example, discussed in class,ofa Frenchbankinggroupthatbuilton its regionalpresence asa formof competitive aslrnmetrywhilstal thesarnetime usingcentralInformationSyst€ms is a. GroupeCréditduNord c. La Poste b. GroùpeCIC d. GroupeSociétécénérale