Yosua Hendrico 1401162164 MB-40-INT-3


Mid-Exam Answers:

1. A) New products, services, and business models
Example: Apple’s Ipad, Google’s Android OS, and Netflix
B) Costumer and supplier intimacy
Example: High-end hotels that use computers to track customer preferences and used to monitor and customize environment
C) Improved decision Making
Example: Verizon’s Web-based
D) Competitive Advantage
Example: Wallmart
E) Survival
Example: Sarbanes-Oxley Act

2. 1) Facilitation. DSS facilitate and support specific decision-making activities and/or decision processes.
2) Interaction. DSS are computer-based systems designed for interactive use by decision makers or staff users who control the sequence of interaction and the operations performed.
3) Ancillary. DSS can support decision makers at any level in an organization. They are NOT intended to replace decision makers.
4) Repeated Use. DSS are intended for repeated use. A specific DSS may be used routinely or used as needed for ad hoc decision support tasks.
5) Task-oriented. DSS provide specific capabilities that support one or more tasks related to decision-making, including: intelligence and data analysis; identification and design of alternatives; choice among alternatives; and decision implementation.\
6) Identifiable. DSS may be independent systems that collect or replicate data from other information systems OR subsystems of a larger, more integrated information system.
7) Decision Impact. DSS are intended to improve the accuracy, timeliness, quality and overall effectiveness of a specific decision or a set of related decisions.
3. Inbound Logistics: arranging the inbound movement of materials, parts, and/or finished inventory from suppliers to manufacturing or assembly plants, warehouses, or retail stores
Operations: concerned with managing the process that converts inputs (in the forms of raw materials, labor, and energy) into outputs (in the form of goods and/or services).
Outbound Logistics: is the process related to the storage and movement of the final product and the related information flows from the end of the production line to the end user
Marketing and Sales: selling a product or service and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.
Service: includes all the activities required to keep the product/service working effectively for the buyer after it is sold and delivered.

4. 5 steps in ethical analysis :
a. identify and clearly describe the facts
b. define the conflict or dilemmas and identify the higher-order values involved
c. identify the stakeholders
d. identify the options that you can reasonably take
e. identify the potential consequences of your options

5. A storage area network (SAN) is a network which provides access to consolidated, block level data storage. SANs are primarily used to enhance storage devices, such as disk arrays, tape libraries, and optical jukeboxes, accessible to servers so that the devices appear to the operating system as locally attached devices.

6. A database management system (DBMS) is system software for creating and managing databases. The DBMS provides users and programmers with a systematic way to create, retrieve, update and manage data. A DBMS makes it possible for end users to create, read, update and delete data in a database. The DBMS essentially serves as an interface between the database and end users or application programs, ensuring that data is consistently organized and remains easily accessible.

7. describes emerging telecommunications technologies, and network architecture used to migrate multiple communications services into a single network. Specifically this involves the converging of previously distinct media such as telephony and data communications into common interfaces on single devices, such as most smart phones can make phone calls and search the web.

8. CRM seeks to establish a learning relationship with the customer, which understands not only basic information like name and address, but habits and
preferences. With some investment in CRM, businesses can have at their disposal some powerful tools for collecting, managing, and analyzing customer information. However, most customers do not realize any benefit from providing this information and will become less likely to provide it without reward. Therefore, it is the responsibility of the company to take this information and find uses that not only benefit themselves, but also increase the perception that information given will result in better service for the customer

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets. High-level KPIs may focus on the overall performance of the enterprise, while low-level KPIs may focus on processes in departments such as sales, marketing or a call center.

The Sarbanes-Oxley Act of 2002 (often shortened to SOX) is legislation passed by the U.S. Congress to protect shareholders and the general public from accounting errors and fraudulent practices in the enterprise, as well as improve the accuracy of corporate disclosures. The U.S. Securities and Exchange Commission (SEC) administers the act, which sets deadlines for compliance and publishes rules on requirements.

Super agents will increase customer retention rates,making big savings on costly customer churn(and our survey has some fascinating insight on churn too). Clients may even pay more for a premium service that delivers better customer experience. So the call center becomes a high-touch, high-value resource that handles complex queries and critical interaction. It’ll become a place where loyalty is developed and nurtured. Which means the call center could potentially become a profit center


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