TMIS101 – Management Information SystemsFINAL EXAMINATION Unit: TMIS101 – Management Information Systems Time Allowed: 3 hours plus 10 minutes reading time Total Number of Questions:Part A: 10 Multiple Choice Questions (10 marks) Part B: 5 Short Answer Questions (50 marks) Part C: 2 Discussion Question (40 marks). Total Marks: 100 marks (weighting is 45%) Part A: Multiple Choice Questions. Total 10 marks Question 1 (1 mark) Most computer viruses deliver a: A) Worm B) Trojan horse C) Drive by download D) Keylogger E) Payload Answer: E Question 2 (1 mark) Using social networking tools to converse with customers is called: A) Analytical CRM B) Social CRM C) Operational CRM D) PRM E) ERM Answer: B Question 4 (1 mark) The difference between push- and pull-based models is summarized by which of the following slogans? A) Sell what we make, not make what we sellB) Push what we make, not pull what we make C) Make what we sell, not sell what we make D) Pull what we make, not push what we sell E) Make what we push, not push what we sell Answer: C Question 5 (1 mark) Facebook's Like button is an example of which of the following? A) Social sign-on B) Collaborative shopping C) Network notification D) Social search E) Newsfeed Answer: C Question 7 (1 mark) Software programs that work without direct human intervention to carry out specific tasks for individual users, business processes, or software applications, are called: A) Intelligent agents B) Intelligent techniques C) Business intelligence D) AI hybrid systems E) Genetic algorithms Answer: A Question 8 (1 mark) Measures defined by management and used to internally evaluate the success of a firm's financial, business process, customer, and learning and growth are called: A) Benchmarks B) KPIs C) The balanced scorecard method D) BPM E) Parameters 2Answer: A Question 9 (1 mark) Which type of systems development is characterized by significantly speeding up the design phase and the generation of information requirements and involving users at an intense level? A) RAD B) JAD C) Prototyping D) End-user development E) Traditional Answer: B 3Part B – Short Answer Questions (Total 50 marks) Question 1 (10 marks). Thinking about contemporary information security challenges and vulnerabilities. List at least two (2) challenges and vulnerabilities. Your answer should also include the harm that your answers can cause organisations. Answer: The below diagram provides a number of examples of challenges and vulnerabilities. Students should list at least 2. For each example students should include the harm that can be caused to organisation (loss of data; corruption; affect to reputation etc).. 45 Question 4 (10 marks) Describe and explain 1) the term known as “knowledge management” and 2) include at least two (2) benefit for a business. Answer: Knowledge management – Set of business processes developed in an organization to create, store, transfer, and apply knowledge Benefits: Students must identify at least 2 benefits. • Knowledge management promotes organizational learning and incorporates knowledge into its business processes and decision making. • Knowledge management enables the organization to learn from its environment and incorporate this new knowledge into its business processes. • Knowledge management helps firms do things more effectively and efficiently, and cannot be easily duplicated by other organizations. • This “in-house” knowledge is a very valuable asset and is a major source of profit and competitive advantage. Question 5 (10 marks) Describe the purpose of information system authentication controls. Include at least two (2) types of authentication controls in your answer. Answer: Purpose: To gain access to a system, a user must be authorized and authenticated. Authentication refers to the ability to know that a person is who he or she claims to be. Authentication is often established by using passwords known only to authorized users. However includes other types. See below: The following are examples. Students should describe and explain at least 2 types. • Authentication6 – Password systems – Tokens – Smart cards – Biometric authentication - Two-factor authentication Part C – Discussion Questions (Total 40 marks) Question 6 (20 marks) A large percentage of information systems projects stumble because organisational change is not properly addressed. Discuss this issue ensuring your answer includes 1) the reasons for the high failure rate; 2) the types of organisational change activities that can help projects to be successful; and 3) the role of implementation. Answer: Very high failure rate among enterprise application and BPR projects (up to 70 percent for BPR) – Poor implementation and change management practices ▪ Employee concerns about change ▪ Resistance by key managers ▪ Changing job functions, career paths, recruitment practices Change management – Required for successful system building – New information systems have powerful behavioral and organizational impact Implementation7 – All organizational activities working toward adoption, management, and routinization of an innovation Change agent – One role of systems analyst – Redefines the configurations, interactions, job activities, and power relationships of organizational groups – Question 7 (20 marks) Discuss Customer Relationship Management (CRM) systems. Your answer should include the benefits and challenges for both organisations and customers; and the difference between operational and analytical CRM. CRM systems – Capture and integrate customer data from all over the organization – Consolidate and analyze customer data – Distribute customer information to various systems and customer touch points across enterprise – Provide single enterprise view of customers Benefits: • Business value of CRM systems – Increased customer satisfaction – Reduced direct-marketing costs – More effective marketing – Lower costs for customer acquisition/retention – Increased sales revenue8 • Churn rate – Number of customers who stop using or purchasing products or services from a company – Indicator of growth or decline of firm’s customer base Operational CRM – Customer-facing applications – Sales force automation Call center and customer service support – Marketing automation Analytical CRM – Based on data warehouses populated by operational CRM systems and customer touch points – Analyzes customer data (OLAP, data mining, etc.) ▪ Customer lifetime value (CLTV) END OF THE EXAMINATION |