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CHAPTER 2

The primary goal of a non-profit organization is to maximize shareholder value,


often measured by the price of the company stock.
FALSE
CRM can help a company collect customer data, contact customers, educate
them about new products,and actively sell products to existing and new customers.
TRUE
A virtual organizational structure allows
collaborative
work, in which managers and employees caneffectively work in groups, even those
composed of members from around the world.
TRUE
Value chains consist of the major understandings and assumptions for a business,
corporation, or other organization.
FALSE THIS IS ORGANIZATIONAL CULTURE
Sustaining change

can help an organization improve the supply of raw materials, the production
process,and the products and services it offers.
TRUE
Disruptive change often harms an organization's performance or even puts it out of
business.
TRUE
According to the three-stage approach for change, moving is the act of ceasing
old habits and creating aclimate receptive to change.
FALSE THIS IS UNFREEZING
According to the three-stage approach for change, unfreezing is the act of learning
new work methods, behaviors, and systems.
FALSE THIS IS MOVING

According to the three-stage approach for change, refreezing involves reinforcing


changes to make thenew process second nature, accepted, and part of the job.

TRUE
Reengineering can reduce delivery time, increase product and service quality,
enhance customer satisfaction, and increase revenues and profitability.
TRUE
Diffusion and infusion often depend on the technology available now and in
the future, the size and typeof the organization, and the environmental factors that
include the competition, government regulations,suppliers, and so on.
TRUE
A threat appears when entry and exit costs to an industry are low and the
technology needed to start andmaintain a business is not readily available.
FALSE TECHNOLOGY IS COMMONLY AVAILABLE
Productivity

is measured as follows: (Input / Output) * 100%


FALSE (OUTPUT/INPUT) X 100%
Market share is the percentage of sales that a product or service has in relation to
the total market.
TRUE
System operators primarily run and maintain IS equipment, and are typically
trained at technical schoolsor through on-the-job experience.
TRUE
Data-entry operators convert data into a form the computer system can use.
TRUE
A local area network administrator focuses on planning, policies, and procedures
regarding the use of corporate data and information.
FALSE THIS IS DATABASE ADMINISTRATOR
With the increased use of the Internet and corporate Web sites, Web administrators
are sometimes askedto regulate and monitor Internet use by employees and
managers to make sure that it is authorized andappropriate.
TRUE
The role of the chief information officer (CIO) is to employ an IS department's
equipment and personnelto help the organization attain its goals.
TRUE

Database administrators set up and manage the network hardware, software, and
security processes.
FALSE THIS IS LOCAL ARE NETWORK (LAN) ADMINISTRATOR
A(n) ____ is a formal collection of people and other resources established to
accomplish a set of goals.
ORGANIZATION

The term ____ is used to describe a series of activities that includes inbound
logistics, warehouse andstorage, production, finished product storage, outbound
logistics, marketing and sales, and customer service.
VALUE CHAIN
____ helps determine what supplies are required for the value chain, what
quantities are needed to meetcustomer demand, how the supplies should be
processed (manufactured) into finished goods and services,and how the shipment of
supplies and products to customers should be scheduled, monitored, andcontrolled.
SUPPLY CHAIN MANAGEMENT
____ programs help a company manage all aspects of customer encounters,
including marketing andadvertising, sales, customer service after the sale, and
programs to retain loyal customers.
CUSTOMER RELATIONSHIP MANAGEMENT
____ refers to organizational subunits and the way they relate to the overall
organization.
ORGANIZATIONAL STRUCTURE
A ____ is an organizational structure with a reduced number of management layers.
FLAT ORGANIZATIONAL STRUCTURE
In a traditional organizational structure, the positions or departments that are
directly associated withmaking, packing, or shipping goods are called ____.
LINE POSITIONS
A ____ is centered on major products or services.
PROJECT ORGANIZATIONAL STRUCTURE
The ____ is centered on work teams or groups.
TEAM ORGANIZATIONAL STRUCTURE

A ____ employs individuals, groups, or complete business units in geographically


dispersed areas thatcan last for a few weeks or years, often requiring
telecommunications or the Internet.
VIRTUAL ORGANIZATIONAL STRUCTURE
A ____ organization is geographically distributed, and uses information technology
to communicate andcoordinate work.
VIRTUAL
Organizational learning is closely related to organizational ____.
CHANGE
A(n) ____ represents change theories by identifying the phases of change and the
best way to implement them.
CHANGE MODEL
____ involves the radical redesign of business processes, organizational structures,
information systems, and values of the organization to achieve a breakthrough in
business results.
REENGINEERING

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