Chapter 4 – IS290

What types of metrics measure customer satisfaction?

What type of metrics measure throughput, speed, and availability?

What 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?

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?

What is measured by such benchmarks as satisfaction surveys, percentage of existing customers retained, and increases in revenue dollars per customer?

According to Peter Drucker, what are managers who DO THINGS RIGHT addressing?

What is eBay constantly benchmarking?

Which of the following is not a typical CRM metric?

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?

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

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

The balanced scorecard was developed by Drs. Robert Kaplan of the Harvard Business School and David Norton. Which systems does the balanced scorecard measure?

According to Peter Drucker, what are managers who DO THE RIGHT THINGS addressing?

Which of the following is a type of SCM metric?

What do most companies measure to determine the success of their websites?