If information is not created in electronic format, it is lost, due to:
The lack of digitalization technologies.
The high costs of data entry.
The high error rate of data entry
The limited economic benefits of information availability.
Which of these options represent a benefit of an OnCloud solution?
lower cost with same performance as an on prem architecture;
the old architecture can be simply switched off;
more flexible scalability compare to an on prem architecture;
the IT skills required are the same as an on prem architecture;
What are phases of campaign management in CRM?
Reporting
Campaign design.
Campaign evaluation
Outbound calls.
What are correct statements on the dimension(s) of indicators in executive information systems?
Typical dimensions are time, customers and products.
Dimensions represent the metrics of KPIs.
Dimensions represent columns in the DWH tables.
Dimensions can be applied only if the corresponding information exists in the operational database.
Which of the following documents are managed on a standard ERP Software like 1C:Drive/Azienda?
Purchase Order
Sales Order
Revision Order
Cleaning Order
Please, tick statement(s) that correctly apply to Activity Based Costing (ABC).
According to ABC, operations are associated with costs
According to ABC, operations have a price that can be used to control the expenses of different functions
ABC enables the assessment of progress from an operational management perspective (time, production rate, use of production plants/machines)
With ABC, progress of operational activities can be reconciled with administrative cash flows
Which of the following functionalities are available on a standard ERP Software like 1C:Drive/Azienda?
Management of production orders
Content management for a company's Web site
Posting to social media
Multi-language interface
What is the so called "knowledge barrier" in BPR?
It is the limited ability of knowledge workers to take on process responsibility and complexity of work.
It is a barrier to the implementation of the enabling technologies of BPR in service companies.
It represents a barrier that prevents knowledge workers to become less specialized.
It is a barrier to process change due to the bounded rationality of knowledge workers.
Why should organizational processes be redesigned to be "well managed" before IT implementation?
To avoid vitious cycles, where IT decreases as opposed to increasing process performance.
To enable virtuous cycles, where processes continously refine the information that they elaborate, with no information overload
To implement the right coordinarion procedures, either vertical or horizontal.
To rethink operational tasks and make the most efficient and effective use of IT.
Which of the following companies can properly manage their business processes using software like 1C:Drive/azienda?
A company doing import and export
Banks and financial institutions
SMEs in the manufacturing industry
Schools
What are business advantages from sales force automation?
The sales capabilities can be made stronger.
The sales force can be more easily replaced, limiting the risk of losing clients.
General sales governance is improved.
Sales force members can more easily cooperate with each other.
What is a change data capture tool?
It is a typical tool used to update the operational DB.
It is a component of a cloud architecture for BI.
It is a software that is able to get (pull) the data updates from a database and replicate those changes in another target database
It is a software tool that is used to guarantee data alignment across multiple databases.
Please, tick typical functionalities of the operational portfolio in manufacturing.
Accounting and Finance
CIM
MRP
Personnel
What are the pillars of the ERP paradigm?
Hierarchical coordination
Extension and modularity
Process prescriptiveness
Information integration
What you can do with ERP Software 1C:Drive/Azienda?
Manage the main process of a company
Manage Bills Of Materials and production processes
Manage the company blog
Manage sales and purchases orders
What is an ERP?
A production technology.
A custom software.
A coordination technology.
A software package.
Please, tick correct statement(s) on operational information.
Operational information is created by both production and management processes.
Operational information is the information stored in the operational database and is created by operational processes
Catalog information is a class of operational information, but is not stored in the operational database.
Transaction information is a class of operational information.
Which are the main sections (modules) of 1C:Drive/Azienda program?
CRM, Sales, Purchase, Warehouse, Production, Quality, Service, Accounting
Sales, Purchase, Quality, Reporting, Research, Development, Q&A
CRM, Accountancy, Human Resources, Sales, Purchase, Socials, Production, Marketing
Sales, Purchase, Control, Budgeting, Forecast, Banking, Mobile
What are typical sales and distribution activities in manufacturing?
Procurement
External logistic
Order management
Post sale processes
What are the limitations of the decision school?
It ties uncertainty only to the environment (no internal sources of uncertainty are considered, such as the uncertainty caused by the opportunistic behaviour of employees).
It considers hierarchies as the only coordination mechanism.
It considers markets as an alternative to organizations.
It considers bounded rationality as the only source of uncertainty
Is groupwork relevant in the design of non-IT technologies? Why?
No, it is not relevant, since groupwork refers to interfunctional cooperation and coordination, which was not considered in traditional organization theory
Yes, it is relevant in terms of synchronization of logistic activities.
No, it is not relevant, since focus wan on the production line where each individual has its own task.
Yes, it is relevant, but only in manufacturing where production activities need to be coordinated through cooperation on production tasks
In a company with two BW envirorment (development and production), what is the purpose of the development envirorment?
Be able to make new developments with no impacts on the production envirorment
There is always a unique envirorment, the production envirorment
Test the developments
There is always a unique envirorment, the development envirorment
The structure of a data warehouse is typically set to more levels, with a partial replication of the information between one level and the next. Which is typical one?
First level or Staging Area; Second Level or Data Mart
First level or Staging Area; Second Level or Data Warehouse; Third Level or Data Mart
First level or Staging Area; Second Level or Data Mart; Third Level or Data Warehouse
First level or Staging Area; Second Level or Reporting Layer
What are correct statement(s) on service delivery?
Service delivery is the overlap between the production and distribution of services.
Service delivery is composed by front-office and back-office tasks.
Service delivery is a new term coined by Porter to indicate the fact that in service companies services are (partly) produced and delivered at the same time.
Service delivery is a subset of a service company's primary processes.
What are typical pitfalls of cloud adoption?
Not having a cloud ERP.
A need to operate legacy as well as new cloud systems.
Not having the right skills in the IT function.
Vendor lock in.
What are typical obstacles to IT integration in service companies?
the extraction of new knowledge on customers from knowledge workers
the transformation of knowledge into structured information to be stored in the mainframe
the design of desktop applications supporting operational processes
the design of new procedures to use knowledge to reduce service customization
Why is price the information system of markets?
Because average market price is a reliable indication of the value that the client can obtain from the transaction (in perfect market conditions).
Becuase price carries information on the quality of products and, in a perfect market system, is the driver of purchasing decisions.
Becuase price carries information on the quantity of products and is a key KPI for procurement.
Because market coordination is based on the excution of economic transactions, which involve a payment of a price.
What are enabling technologies of the horizontal and vertical IT integration in business process reengineering?
PCs
Client-server architectures
Automation
What are the main modules of CRM?
Operational, data science, executive.
Channels, customer database, data mining.
Channels, data warehouse, mining.
Operational, analytical and executive.
Why doesn't non-IT technical innovation have an impact on scope economies?
Because scope economies are inherently different from scale economies and do not originate from greater efficiency of production processes.
Because scope economies are not related to innovation, but scale economies are.
Because increasing scope economies requires better decisions on how to use production resources and non-IT technologies do not support decision making.
Because non-IT technical innovation increases organizational effectiveness.
What is a vertical solution of an ERP?
A vertical solution of an ERP is an ERP designed around the concept of organizational processes
A vertical solution of an ERP is a version of that ERP tailored to the needs of a specific industry.
A vertical solution of an ERP is an ERP designed to favor cross-functional information integration.
The is no such thing as a vertical solution of an ERP
Please, tick correct examples of manufacturing activity cycles:
Order Cycle
Material Cycle
Logistic Cycle
Development Cycle
What is SAP ECC?
Reporting Tool
A tool for datawharehouse creation of SAP
An ETL tool
A SAP ERP
Do ERPs support custom production, standard production or both?
ERPs support both custom and standard production.
ERPs support custom production only.
ERPs support standard production only.
ERPs support both custom and standard production, but companies have to use to separate software tools.
What are module(s) of operational CRM?
Sales force
Agencies and shops
Call center
Mobile
Which of the following are Business Intelligence purposes?
Allow companies to integrate data from different sources to perform business analytics
Allow sales document registration in the Enterprise Resource Planning software of a company
Transform raw data into meaningfull and useful information
Allow production document registration in the Enterprise Resource Planning software of a company
According to decision theory, why are information exchanges between functions (or units) inevitable?
Because of the nature of information, which is very easy to share and is not destroyed by use.
Because bounded rationality forces individuals and hence functions and units to apply the information normalization principle
Because functions need to cooperate on the same cross-functional production processes and this cooperation requires information exchanges.
Because the main criterion for division of labor are functional specialization as opposed to information independence.
What are typical KPI(s) of sales force automation?
Productivity (e.g. total sales / number of sales employees)
Churn (e.g. new clients / reference time period)
Effectiveness of contacts (e.g. number of contacts/ number of contracts)
Customer loyalty (e.g. new clients / total number of clients)
Communication with instant messaging app like telegram
Please, tick typical functionalities of the administrative portfolio.
Which of the following processes are managed on a standard ERP Software like 1C:Drive/Azienda?
Management of website
Management of purchases
Management of sales processes
Management of production
What is the role of concurrent engineering and inside-out production in MRP?
They are necessary to ensure that different products "look" different, while sharing many internal components.
They are necessary to make sure that the production processes of different products are as similar as possible
They are necessary to support the redesign of organizational processes to enable greater production efficiency.
They are necessary to make sure that the number of common components across different products is maximized
Which of the following modules/sections are available on a standard ERP Software like 1C:Drive/Azienda?
Production
Sales
Performance
Social media management
How can companies deal with environmental uncertainty according to decision theory?
Increase information processing capacity with vertical information systems.
Increase information processing capacity with horizontal information systems.
Implement market coordination mechanisms.
Increase slack resources.
Which data visualization systems can be used only by users with advanced skills?
Pixel perfect reporting
Data exploration
Ad Hoc Dashboards
Self service
Select the most correct definition of a software like 1C:Drive/Azienda:
It is a database system that stores all accounting data of a company in cloud
It is an ERP software that manage accountancy processes based on fixed predefined rules according standards
It is a report system that allows you to registerdata, control costs, analyse documents and calculate the profit
It is a personalizable and customizable ERP software that allows you to manage documents and main business processes and accountancy of a Small Medium Enterprises
Please, tick statement(s) that correctly apply to analytical CRM.
Analytical CRM provides inputs for the operational managements of campaigns.
A typical activity of analytical CRM is customer profiling.
Analytical CRM is aimed at discovering insights from customer data that are useful for business management
A typical activity of analytical CRM is reporting.
What is the role played by PCs in BPR (business process reengineering)?
PCs can be integrated with CIM and MRP.
PCs automate knowledge work
PCs represent a production technology
PCs provide enough flexibility to support knowledge work and related decision-making activities
What are the steps of information transformation through ETL?
Source selection
Data transfer
Data aggregation
Data quality control and cleaning
What are phase(s) of the CSF method?
Refinement and documentation: presentation to customer, possibile modifications, specification (written, but informal)
Robustness analysis: aimed at selecting KPIs
Predefinition: desk analysis
Interview with knowledge workers
What are the information systems supporting hierarchical coordination?
Coordination of information exchanges.
Vertical an horizontal information systems.
Bounded rationality as a coordination mechanism.
Coordination of interfunctional information exchanges.
Can an ERP software like 1C:Drive be personalized? If yes how?
Yes but only some parts from interface
No
Yes using a specific programming language entering in developer environment
Yes using any programming language
What is SAP BW?
SAP BW is a SAP ERP
SAP BW is a tool to create dashboards
SAP BW is a tool for datawharehouse creation of SAP
SAP BW is a tool used to create planning functions
Please, tick consolidated belief(s) tieing technical innovation with organizational change for non-IT technologies.
Technical innovation increases the level individual specialization.
Technical innovation increases the general complexity of managing a company.
There is no relationship between technical innovation and scope economies.
Technical innovation increases organizational efficiency and effectiveness.
Which of the following documents released during a BI project includes the Business user requirements?
User acceptance test document
Techincal Design Document
Integration test documents
Business Blueprint
What are correct statement(s) on CSF?
A CSF should be measured with multiple KPIs
A CSF should be measured with one (the most significant) KPI
A CSF is a necessary condition for organizational success.
CSF stands for critical success factor
Please, tick typical functionalities of the operational portfolio in manufacturing companies.
Human Resources
Which of the following is a true statement about EDWH (Enterprise Datawarehouse)?
The structure of an EDWH is typically set on one level, the datamart.
The staging layer is where data are imported at first, in both staging and datamart layer the structure definition is driven by source structures
The structure of an EDWH is typically set to more levels, with a partial replication of the information between one level and the next.
The staging layer is where data are imported at first, in the datamart layer the struc- ture definition is driven by analysis requirements.
ERPs represent the last step of an integration process, since:
ERPs complete integration of operational and executive with the administrative portfolio
ERPs complete integration of operational and administrative portfolios
ERPs complete integration of operational and executive portfolios
ERPs do not enable a real-time reconciliation of budgets, resource consumption, progress of operations and cashflows
What are typical dimension(s) of an indicator in an executive information system?
Customers
Stocks
Managers
Products
Which of the following elements are managed on a standard ERP Software like 1C:Drive/Azienda?
Documents related to business processes
Catalogues with the main data of the company
Information like prices and costs
User profiles
What are classes of information stored in the operational database?
Transaction information
Operations planning information
General ledger information
Catalog information
What is the meaning of information integration according to the ERP paradigm?
All information should be stored in the same database.
Information can be stored in multiple databases but should have a common integrated conceptual and logical schema.
All ERP functionalities should access the same information.
Information should have the same quality across all organizational processes.
Please tick correct statement(s) on hierarchical control in market systems:
In non perfect markets, customers can control their suppliers to some extent.
Market and hierarchies are separate coordination systems that can mix only inside organizations
Hierarchical control does not exist in perfect market systems.
In non perfect markets, customers may have some level of hierarchical control on their customers' production processes
What primarily distinguishes ERP software from stand-alone targeted software is:
ERP has one only common module.
ERP is a modular software system.
ERP always has multimple databases, one for each module.
ERP has a common central database from which the various ERP software modules access information
Please, tick correct statement on ERPs.
ERPs are a global phenomenon
Extended ERPs include CRM.
ERPs integrate all three portfolios, operational, administrative and executive
ERPs are more widespread in services compared to manufacturing.
Which of the following are true about OEE Indicator? Consider the Production Project.
The lower is the downtime the lower is the OEE
The higher is the downtime the lower is the OEE
The lower is the efficiency the lower is the OEE
The higher is the efficiency the lower is the OEE
What are the pillars of the CRM vision?
Cross-channel integration.
Modularity and information integration.
Understanding and monitoring customers with executive CRM.
Extracting value from customer data with analytical CRM.
Please, tick correct functionalities of the administrative portfolio.
Accouting and tax payment
Governmental procedures
Human resources
Finance
In the context of a software delivery model for an ERP, what is the meaning of "on premises software"?
On premises software is a software installed on a computer within a company's VPN.
On premises software is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted
On premises software is a software owned by the company.
On-premises software is installed and runs on computers owned by the company and typically hosted in the company's data center.
In the context of BI, the data warehouse must:
host security applications for the whole company
make an organization’s information easily accessible
be adaptive and resilient to change
serve as the foundation for improved decision
Why is the meaning of having a "balanced" set of KPIs to calculate the incentives of call-center operators?
It means measuring a balanced set of indicators such as average call time, first call resolution, customer satisfaction.
It means sizing the call center to minimize customers' waiting time.
It means measuring the efficiency of a team as opposed to an individual operator
It means measuring both efficiency and effectiveness.
What type of catalog information is crucial in MRP?
Sales catalog.
Product directory.
Product catalog.
Product structure.
What is the "bill of materials"?
It is a report of all costs of production materials and related supplier invoices.
It is the list of all the resources that are required to manufacture a product.
It is the list of all the raw materials that are required to manufacture a product.
It is the list of all the raw materials, resources, and components (and the quantities of each of them) that are required to manufacture a product.
What are typical objectives of sales force automation (SFA)?
Decrease customer churn.
Reduce bureacracy for customers and increase responsiveness during the sales process.
Increase the effectiveness of the sales force.
Reduce the costs of customer acquisition.
Why is executive information stored in the DWH?
Because ETL procedures require a DWH.
Because a DWH has a special schema that is more suitable to store indicators.
Because analytics are computationally complex and cannot access the operationa database directly.
Because the DWH stores aggregate information that can be handled more efficiently in interactive applications.
What is the role played by PCs in BPR (service companies)?
PCs store all the information regarding the customers served by the agency where the PC is located.
PC are used to execute desktop applications embedding service procedures.
PCs are used to collect information on knowledge workers and calculate their incentives in real time
PCs are used to collect information that is then stored in the operational database in a structured format
What is the relationship between bounded rationality and information processing capacity?
Bounded rationality limits the ability of individuals to process information.
Bounded rationality involves cooperation and coordination for organizations to reach beyond the limits of individual information processing capacity.
Bounded rationality limits the ability of organizations to process information.
Bounded rationality increases the information processing needs of organizations.
What are correct interfuntional information processes in manufacturing companies?
Materials management
Knowledge management
Orders management
Procurement management
What are the correct inputs and outputs of the post settlement phase of an economic transaction?
Input: exceptions, Output: exception management procedures.
Input: exceptions, Output: revised contract.
Input: requirements, Output: one supplier and new requirements, both specified in a contract (SLAs)
Input: requirements, Output: contract.
Why does technical innovation cause an increase in the optimal minimum organizational size?
Because scale economies reduce unit production costs only above a minium production volume, as they involve an initial investment in innovative technical systems.
Because an organization that is too small (production volumes below break even) cannot benefit from the reduction of unit production volumes generated by the greater efficiency of the innovative technical system.
Because scope economies reduce unit production costs only above a minium productio volume, as they involve an initial investment in innovative technical systems
Because scope economies allow larger organizations to benefit from the economic advantages of lower production costs.
Why is knowledge management complex?
Because it involves the extraction of new knowledge on production processes from knowledge workers.
Because it requires the design of new procedures to use knowledge to obtain greater service customization
Because unstructured knowledge must be transformed into structured information to be stored in the mainframe.
Because it involves the use of PCs and hence a significantly broader software variety
What are the basic assumptions of agency theory?
Market coordination mechanisms can icrease the efficiency of organizational transactions
There exists a continuum between markets and hierarchies.
Individual and environmental uncertainty are not the only causes of uncertainty.
There exist market coordination mechanisms inside organizations.
Which of the following are project phases in a waterfall approach, and with which goal?
User Acceptance test, for Business Users to validate the solution
Integration Test, for Business Users to validate the solution
Requiremets Analysis, to design the Business Blueprint Document
User Acceptance test, to design the Business Blueprint Document
Why is knowledge management so critical in service companies?
Because it is key to service customization.
Because it is key to keep customer satisfaction constantly high.
Because it helps transorm unstructured information on customers into structured information that can be easily analyzed with IT.
Because it represents a continuous learning process needed to adapt to environmental uncertainty.
Please, tick correct statement(s) on the product structure.
It is a type of catalogue information.
It is heavily used in computer integrated manufactunng.
It is a type of operations planning information.
It stores the structure of products with their components and quantities needed to produce each product item.
What are functionalities belonging to extended ERP?
Computer integrated manufacturing.
Balanced scorecard and dashboards.
Web site and CRM.
Supply chain management.
According to ABC. operations are associated with costs
According to ABC. operations have a price that can be used to control the expenses of different functions.
ABC enables the assessment of progress from an operational management perspective (time. production rate, use of production plants/machines)
With ABC, progress of operational activities can be shown on executive dashboards with more accurate financial indicators.
How is call center sizing performed?
By monitoring the performance of call center operators and adjusting capacity on demand.
By determining the ideal number of operators based on volumes of calls.
By setting a target level of service in terms of waiting time.
By setting a target service level in terms of effectiveness in solving customers' issues.
What are the limitations of agency theory?
It does not consider uncertainty due to the nature of tasks.
It considers bounded rationality as a condition enabling market coordination in conditions of high uncertainty.
It does not consider hierarchical coordination "inside" market transactions.
It does not consider the impact of market uncertaintly on individual behaviour.
Is the Administrative Portfolio stand-alone?
Yes. it represents the first implementation of IT in organizations and is excluded by horizontal and vertical integration of the operational portfolio.
No. activity based costing is an example of integration with the operational portfolio.
No, it has been integrated by ERPs with the other portfolios.
Yes in manufacturing, no in services.
What is the correct definition of testing in an IT project?
Testing is a process ensuring that a software program responds correctly to all kinds of inputs.
Testing is a process ensuring that different micro services interact with each other as expected.
Testing is a process executing system functions through a series of predefined steps embedded in testing software.
Testing is the process of checking the final product to ensure that it meets requirements and expectations under operating conditions.
What are typical phases in a project value chain?
Project management
Project ElS
Blueprint
Go live
What are "visualization engines" or "dashboards"?
Tools providing a visual representation of the KPIs stored in the DW.
Engines that support graphical visualizations of quantitative information.
Any representation of operational information.
A front end functionality of executive information systems.
What are typical units in a project team?
Board of directors
Functional and technical team
Steering committee
Why are personal computers a production technology?
Because PCs have brought technology to an individual level
Because they are used to automate and support knowledge work. especially in service companies.
Because they are used to automate and support operations, especially in service companies.
Because they are both procedural and flexible.
