APRIL 2009
PART A
7) Efficiency and effectiveness metrics are two primary types of IT metrics.
ANSWER : True
PART B
7) What type of metrics measure throughput, speed, and availability?
A. Efficiency IT metrics.
B. Effectiveness IT metrics.
C. All of the above.
D. None of the above.
ANSWER : A
8) Which of the following is not an example of information system metrics?
A. Baseline metrics.
B. Business Process Reengineering (BPR) metrics.
C. Customer Relationship Management (CRM) metrics.
D. Enterprise Resource Planning (ERP) metrics.
ANSWER : A
OCTOBER 2009
PART A
4. Benchmarks are baseline values the system seeks to attain.
ANSWER : True
PART B
3. Which of the following metrics help managers measure and manage strategic
initiatives?
A. Web site metrics
B. Web site metrics, SCM metrics, Supply Chain Relationship (SCR) metrics, and
Reengineering Business Process (RBP) metrics
C. Web site metrics, SCM metrics, CRM metrics, Business Process Reengineering
(BPR) metrics, and ERP metrics
D. Web site metrics, SCM metrics, balanced scorecard metrics
ANSWER : C
PART C
QUESTION 2
a) Define effectiveness IT metrics.
ANSWER :
IT metrics effectiveness is an organization wants to operate with significant increases in both efficiency and effectiveness. It’s also focus on organization goals, strategies, and objectives and includes usability, customer satisfaction, conversation rates, and financial metrics.
b) Describe the four (4) types of effectiveness IT metrics.
ANSWER :
The types of effectiveness IT metrics is usability, customer satisfaction, conversion rates, and financial. Firstly, usability. This is which people perform transactions or find information such as the popular usability metric on the internet is degrees of freedom, which measures the number of clicks required to find desired information. Secondly is the customer satisfaction. This is important component which is to measure satisfaction of customer by satisfaction survey, percentage of existing customers retained, and the increases in revenue. Thirdly is the conversion rates. This is to measure the number of customers an organization "touches" for the first time and persuades to purchase its products or services. This metrics to evaluate the effectiveness of banner, pop-up, and under pop-under ads on the Internet. Lastly is the financial. Financial its like such as the return on investment, cost benefit analysis, and break-even analysis.
APRIL 2010
PART A
2. Effectiveness Information Technology (IT) metrics include throughput, speed and
availability.
ANSWER : False
8. Performance measures how quickly a system performs a certain process or
transaction in terms of efficiency IT metrics of both speed and throughput.
ANSWER : True
19. A click-through 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
ANSWER : True
PART B
5. Which of the following is not a type of efficiency IT metric?
A. Speed
B. Availability
C. Usability
D. Throughput
ANSWER : C
OCTOBER 2010
PART A
7. Effectiveness IT metrics include throughput, speed, and availability.
ANSWER : False
PART B
7. According to Peter Drucker, what are managers who do things right addressing?
A. Efficiency
B. Effectiveness
C. Both efficiency and effectiveness
D. Customer metrics
ANSWER : A
8. What is measured by such benchmarks as satisfaction surveys, percentage of
existing customers retained, and increases in revenue dollars per customer?
A. Usability
B. Customer satisfaction
C. Financial
D. Conversion rates
ANSWER : B
PARTC
QUESTION 2
a) Briefly explain efficiency IT metrics and effectiveness IT metrics
ANSWER :
Efficiency implies doing things right and effectiveness implies doing the right things. Efficiency IT metrics focus on technology and include throughput, which is the amount of information that can travel through a system at any point in time. It also includes speed, availability, accuracy, web traffic, and response time. While in the other hand, effectiveness IT metrics focus on an organization’s goals, strategies, objectives, and includes usability, customer satisfaction, conversion rates, and financial metrics. Ideally, an organization wants to operate with significant increase in both efficiency and effectiveness.
APRIL 2011
PART A
7. A back order is demand against an item whose current stock level is sufficient to
satisfy demand.
ANSWER: True
PART B
6. Which of the following are Web site metrics?
A. Back order, customer order promised cycle time, customer order actual cycle
time
B. Number of prospective customers, cases closed same day, number of
marketing campaigns.
C. Abandoned shopping carts, page exposures, total hits, unique visitors
D. Learning and growth perspective, internal business process perspective,
customer perspective, and financial perspective
ANSWER: C
SECTION C
QUESTION 2
b) Some organizations measure the traffic on a website as the primary determinant of the
website's success. Identify and explain four (4) website metrics commonly used to help
organizations measuring its website's success.
ANSWER:
There are four website metrics commonly used to help organizations measuring its website’s success, such as abandoned shopping carts, page exposures, total hits and unique visitors. Abandoned shopping carts is number of visitors who create a shopping and start shopping and then abandon the activity before paying for the merchandise. Secondly, page exposures is average number of page exposures to an individual visitor. Thirdly, total hits. Total hits is number of visits to a Web site, many of which may be by the same visitor. Lastly, unique visitors. Unique visitors is number of unique visitors to a site in a given time. This is commonly used by Nielsen/Net rating to rank the most popular Web sites.
SEPTEMBER 2011
PART A
Effective and efficient supply chain management systems can enable an organization
to create entry barriers.
ANSWER : False
Efficiency IT metrics measure the impact IT has on business processes and
activities.
ANSWER : True
Benchmarking is a process of continuously measuring systems result, comparing
those results to optimal system performance and identifying steps and procedures to
improve system performance
ANSWER : True
Throughput refers as the amount of time a system takes to perform transaction.
ANSWER : False
PART B
What types of metrics measure customer satisfaction?
A. Efficiency IT metrics
B. Effectiveness IT metrics
C. Both efficiency and effectiveness IT metrics
D. None of the above
ANSWER : B
Which of the following is not a type of efficiency IT metric?
A. Speed
B. Availability
C. Usability
D. Throughput
ANSWER : C
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