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Administrative Studies
ADMS 2511
Hila Cohen

1 AK/ADMS 2511 - Management Information Systems – PRACTICE FINAL EXAMINATION, Answer Guide Question 1 Part A Describe five organizational and/or technological issues that FTD will need to deal with in implementing the website solution. (1 mark per point) [This is a „common sense‟ type question that requires integration of material across the course. Some reference to Chapter 10] Organizational - FTD needs fewer people to take orders - FTD will need to staff and support phone and internet order systems - FTD will be responsible for customer billing - FTD will be responsible for payment remittance to flower shops - FTD will need to provide training, support to flower shops for new software Technological - Website access needs to be controlled by FTD - E-commerce (esp. funds transfer) needs to be controlled by secure means - Creation of website and other applications (E-commerce, remittance, …) requires time, expertise and capital - Website will need to be maintained and supported 2 Part B Describe the benefits and difficulties that the new website will create for the customer, FTD and the flower shops. Benefits: To customer - gets to see what he orders online - can place order 24/7 (may be more convenient, efficient than phone order) To FTD - FTD gets payment first - Reach is broader (global internet access), can expand business - Order cycle time is reduced as part of supply chain management (e.g. customer order to flower shop, receipt of payment, commission) To Flower shop - no longer needs to bill and collect from customer (reduces effort, risk) - no longer needs to remit to FTD (reduces accounting, control effort) Difficulties: To customer - may not like to give credit card number over the internet - may be uncomfortable with internet order process (if web site difficult to use) - has less personal touch/contact To FTD - may encounter resistance to change by flower shops/business partners - may encounter resistance to change by employees To Flower shop - has to get new software - cash flow problem if the flower shop needs to wait for payment from FTD - does not get opportunity to “sell up” to the customer 3 (C) A flower shop owner has many different types of roles throughout the day when conducting his work. List and describe the three basic roles of managers (described by Mintzberg). For each of the three basic roles, describe an example of how the flower shop owner would perform these roles with his or her employees. (6 marks) (See text, p. 270; one example is shown, others are also possible) List and describe basic role Example of role in flower shop Interpersonal role: includes figurehead, The owner decides what type of flowers to leader, liaison order and display in the shop windows. Informational role: includes monitor, The owner supervises employees, to make disseminator, spokesperson, arbitrator sure that they are handling flowers carefully and know how to make the flower arrangements. Decisional role: includes entrepreneur, The owner negotiates with suppliers to disturbance handler, resource allocator, obtain a good price for his/her flowers. negotiator Question 2 Part A You are the IT manager of a company in this building. Your company sells directly to consumers through salesmen. What control measures should you have used to prepare for such as disaster? What steps should you have taken after the disaster to minimize its impact on your company? (Ref. Chapter 3, Session 3 overheads and Don’t Pay that Ransom case) many answers possible - have a disaster recovery plan - obtain Management commitment to the DRP - DRP should include Ranking of business processes - DRP should Identify minimum resources required - DRP should include a Data centre and a User plan - DRP should be Tested and kept current - have a contingency plan to operate without systems during recovery period - offsite storage of important backups: data, software, documents - regular transport of backup offsite - appropriate backup site available (secure, climate controlled, …) - have recovery site available - recovery site needs to have computers, offices – hot or cold site, based on need - move people immediately to temporary offices / recovery site - make arrangements for new permanent offices and computers - make financial arrangements to tide the company over 4 Part B Normally, employees use the computer for processing sales orders, customer billing and employee payroll, inventory monitoring, purchase orders and payments to suppliers. What application programs would need to be recovered first? What application recoveries could wait until the situation was less critical? Justify your answers. (The answer to this part of the question is flexible, with appropriate justification of the responses. Students could also use the framework of risk analysis described on text, page 84 to organize their answers.) Necessary:  Customer Billing (A/R) and payroll  Justification: to guarantee business continuation (cash receipts to pay expenses, retention of employees and suppliers)  maybe limited accounts payable (A/P) or others, if appropriately justified NOT Order entry, since salesmen can still continue to work without it Not necessary:  A/P, Order Entry, all the rest.(many possible – max 1 mark for others)  Justification: can continue to operate without these for a short time, since there is need to concentrate limited resources to recover critical systems first  Maybe Payroll if appropriately justified - i.e. short time frame only, recover by next pay date or pay staff manually (NOT - "employees will understand") Part C The fire was a blow to the company but also an opportunity to make improvements to prevent future disasters. Identify 4 other types of disasters and their impacts. Also describe controls that could be implemented to prevent or reduce the impact of each. (Ref. Chapter 3, Session 3 overheads and Don’t Pay that Ransom case) many answers possible; requires integration from multiple chapters, such as chapter 10 1 mark for type of disaster and its impact 1 mark for control (indented below disaster type below) - Hardware failure – loss of income, unable to ship goods or sell services - Physical security to provide a safe environment (from theft or damage) - Redundant systems - Denial of service – due to
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