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Exam 4: Measuring the Success of Strategic Initiatives

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Question 1

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Explain the difference between efficiency and effectiveness.

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Efficiency implies d...

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Question 2

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The balanced scorecard views the organization from four perspectives,and users should develop metrics,collect data,and analyze their business relative to each of these perspectives.Which of the following is not one of the four perspectives in the balanced scorecard?

A) The leading perspective
B) The internal business process perspective
C) The customer perspective
D) The financial perspective

E) A) and B)
F) A) and C)

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Question 3

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_________ MIS metrics measure the impact MIS has on business processes and activities,including customer satisfaction and conversion rates.

System _____________ is the number of hours a system is available for use by customers and employees.

A(n)____________ is a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser.

What is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action?

______________ is the amount of information that can travel through a system at any point in time.

_________ is the percentage of potential customers who visit a site and actually buy something.

Benchmarks are baseline values the system seeks to attain.

Which of the following is a type of metric based on website data?

There is a rule for how many metrics,out of the hundreds of possible CRM metrics,should be tracked and analyzed at any given management level.What is the rule?

__________ focuses on how well an organization is achieving its goals and objectives.

___________ MIS metrics measure the performance of the MIS itself including throughput,transaction speed,and system availability.

What types of metrics measure customer satisfaction?

Which of the following is not a typical CRM metric?

A(n)___________________ is an unfilled customer order.

______________ is a process of continuously measuring system results,comparing those results to optimal system performance,and identifying steps and procedures to improve system performance.

The quantifiable metrics a company uses to evaluate progress toward critical success factors are called:

On the graph depicting the interrelationships between efficiency and effectiveness,where does an organization ideally want to operate?

A ___________________ is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action.