Chapter 8 Study Guide - Guide to Computer User Support by Fred Beisse

Multiple Choice

Identify the choice that best completes the statement or answers the question.

____ 51. In the early 1980s, significant differences between competing computer products were thought by vendors to have ____.

a. competitive strengths
b. competitive weaknesses
c. no impact on competition between computer vendors
d. no real measurable differences between competing products

____ 52. During the early 1980s, ____ word processors competed for market share.
a. no c. a few
b. one or two d. several

____ 53. During the 1980s, the number of competing operating systems and software packages had which effects on employee cross-training and productivity?

a. Easy to cross-train employees; productivity was increased
b. Easy to cross-train employees; productivity was decreased
c. Hard to cross-train employees; productivity was increased
d. Hard to cross-train employees; productivity was decreased

____ 54. During the 1980s, incompatible computer products resulted in ____.

a. excessive spare parts inventories c. increased support costs
b. a lack of transferable employee skills d. all of these

____ 55. An electronic magazine organized like a print publication, but distributed via a Web site, that may contain product reviews and comparisons is called ____.

a. an ezine c. an online magazine
b. a blog d. a review periodical

____ 56. When a support staff selects general office productivity software such as word processors or spreadsheets, they often use which decision strategy?

a. Weighted point evaluations c. Requests for proposals
b. Industry standard products d. Benchmarks

____ 57. Software designed specifically for a highly specialized industry is called ____.
a. horizontal market software c. mass-market software
b. vertical market software d. industry standard software

____ 58. An objective test or measurement that computer product evaluators use to compare two or more products is ___.

a. a benchmark c. an industry standard
b. evaluation software d. subjective criteria

____ 59. Benchmark tests on competing products can be used to select ____.

a. primarily hardware products c. both hardware and software products
b. primarily software products d. neither hardware nor software products

____ 60. The purpose of benchmarks and weighted point evaluation methods is to make the product selection process as ____ as possible.

a. objective c. biased
b. subjective d. quick

____ 61. Which of these product evaluation methods uses several criteria of predefined importance to arrive at a numerical score for each competing product?

a. Industry standard method c. Subjective criteria method
b. Vendor-neutral method d. Weighted point method

____ 62. Another name for the weighted point evaluation method is the ____ method.

a. product standard c. Kepner-Tregoe
b. RFP d. WPPE

____ 63. Which sequence of letters represents the order of the steps below in the weighted point evaluation method?

A) Compute the total ratings for each product.
B) Assign a weight to the importance of each criterion.
C) Decide on the evaluation criteria.
D) Weight the product ratings for each criterion by the importance of the criterion.

a. D, C, B, A
c. A, B, C, D
b. B, D, A, C
d. C, B, D, A

____ 64. In the weighted point evaluation method, ease of learning and ease of use are examples of which kind of criteria?

a. Hardware/software features
c. Support issues
b. End-user needs
d. Cost

____ 65. In the weighted point evaluation method, if more than one support person evaluates competing products, the score a product receives is usually ____.

a. the lowest score the product received from any evaluator
b. the highest score the product received from any evaluator
c. the average score of all evaluators
d. not calculated when there is disagreement among evaluators

____ 66. In the weighted point evaluation method, when two product evaluators disagree about the score for a product, which of these is the least likely strategy?
a. Drop the product from consideration.
b. Try to arrive at a consensus score.
c. Compute an average score.
d. Discuss the reasons for the difference in scores.

____ 67. In the weighted point evaluation method, the product that is usually selected is the one with ____.

a. the lowest overall score c. the score closest to the benchmark
b. the highest overall score d. the score with the lowest cost

____ 68. In the weighted point evaluation method, if a product receives a vendor support score of 80 and the weight of the vendor support criterion is 10%, the product gets a weighted score of ____ points for vendor support.

a. 8
c. 80
b. 10
d. 800

____ 69. RFP stands for ____.

a. required federal pricelist c. relational forms procedure
b. regular floating-point processor d. request for proposal

____ 70. A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user’s needs is called a ____.

a. request for proposal c. bidding war
b. Kepner-Tregoe process d. weighted point system

____ 71. Which letter sequence represents the order of the following steps in the request for proposal process?

A) Send the RFP to vendors.
B) Develop product specifications.
C) Evaluate RFP responses against the criteria.
D) Define the selection criteria.

a. A, B, C, D
c. D, A, C, B
b. B, D, A, C
d. A, D, B, C

____ 72. A computer product vendor’s response to an RFP usually includes all but which of these?

a. A description of problems with the competitor’s products
b. A description of how the vendor’s products meet or exceed requirements
c. A bid price at which the vendor can supply the products
d. All of these are included.

____ 73. Which of the following are more likely to use subjective selection criteria to choose among competing computer products?

a. Large organizations
c. Small organizations
b. Government agencies
d. None of these

____ 74. Which of these statements is true of Honolulu Community College’s computer support policies described in the chapter?

a. The college offers a choice of PC and Macintosh computer platforms.
b. The recommended computers for faculty are different from those for students.
c. The college will support any hardware or software products a user purchases.
d. The support policies are designed to favor one vendor over others.

____ 75. Which of these would you expect to find as members of a product standards committee?

a. End users
c. User support specialists
b. Managers
d. All of these

____ 76. Which of these would you least expect to find in an organization’s acceptable use guidelines?

a. Permitted computer uses
c. Unauthorized uses
b. A list of approved vendors
d. Illegal uses