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Name: 
 

Chapter 9 Study Guide



True/False
Indicate whether the sentence or statement is true or false.
 

1. 

In a user needs assessment project, although managers may not work with a system on a daily basis, their input needs to be considered because they may make the final decision on a project.
 

2. 

Before a support analyst can consider alternatives to the existing system, they must understand how it works, and what users like and dislike about it.
 

3. 

A cost-benefits analysis is intended to increase the likelihood that a support analyst has considered the major advantages and disadvantages of each alternative in a needs assessment project.
 

4. 

In a user needs assessment project, software requirements should be considered first, followed by hardware needs.
 

5. 

A turnkey system is hardware in a case that must be powered on with a specially coded key designed to prevent unauthorized use.
 

6. 

A project deliverable may be a recommendation to buy, change, upgrade or build a new or existing system.
 

7. 

A cost-benefits analysis is a side-by-side comparison of the expenses associated with a project and its advantages to an organization.
 

8. 

In a cost-benefits analysis, when costs outweigh benefits, an organization should be reluctant to spend resources on a project.
 

9. 

Open-ended questions are generally preferable to forced-choice questions because they take less analyst time to tabulate the results.
 

10. 

Open-ended questions are those that do not force a respondent to pick an answer category.
 

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

11. 

In a user needs assessment project, an analyst tries to understand the organization goals, the decision criteria, roles of stakeholders, and the sources of information during which of these phases?
a.
preparation
b.
investigation
c.
decision
d.
none of these
 

12. 

In a user needs assessment project, whether there are specific budget constraints on a project decision is an example of ____.
a.
economic feasibility
b.
operational feasibility
c.
technological feasibility
d.
time line feasibility
 

13. 

In a user needs assessment project, consideration of the other systems or procedures a new system must interact with is an example of ____.
a.
economic feasibility
b.
operational feasibility
c.
technological feasibility
d.
time line feasibility
 

14. 

In a user needs assessment project, when a computer system must be operational and other scheduling constraints are an example of ____.
a.
economic feasibility
b.
operational feasibility
c.
technological feasibility
d.
time line feasibility
 

15. 

Which of these are important stakeholders in a user needs assessment project?
a.
end users
b.
management
c.
technical support staff
d.
all of these
 

16. 

In a user needs assessment project, a decision to reconfigure existing software is an example of ____.
a.
a change to an existing system
b.
an upgrade to an existing system
c.
a new hardware system
d.
a new software system
 

17. 

Which of these is a primary benefit of building a new system from scratch (versus buying one)?
a.
one-size-fits-all philosophy lowers development costs
b.
custom system may have features that provide a competitive advantage
c.
custom system lower maintenance costs
d.
custom software has fewer bugs
 

18. 

In a cost-benefits analysis, operating costs are ____.
a.
one-time costs
b.
on-going costs
c.
acquisition costs
d.
total costs
 

19. 

In a cost-benefit analysis, the development or purchase of software is generally considered ____.
a.
an acquisition cost
b.
an operating cost
c.
a reduction of expenses
d.
an intangible cost
 

20. 

In a cost-benefits analysis, a software package that permits an organization to offer its customers expanded services would be considered ____.
a.
an opportunity to lower acquisition costs
b.
an opportunity to lower operating costs
c.
an opportunity to reduce expenses
d.
an opportunity to increase revenue
 

21. 

In a cost-benefits analysis, the fact that an up-to-date computer system would increase employee morale would probably be considered ____.
a.
a direct benefit
b.
an intangible benefit
c.
a reduction of expenses
d.
an acquisition cost
 

22. 

In a cost-benefits analysis, the use of technology to lower inventory costs is an example of ____.
a.
an acquisition benefit
b.
an operating result
c.
a reduction of expenses
d.
an increased revenue opportunity
 

23. 

Written instructions that describe how to perform a business transaction or handle an organizational procedure are called ____.
a.
narrative procedures
b.
procedure documentation
c.
user manuals
d.
prototypes
 

24. 

A schematic diagram that uses symbols to represent the parts of a system is:
a.
an I-P-O chart
b.
a CASE tool
c.
a prototype
d.
a flowchart
 

25. 

Which of the following tools is often used to build a prototype of new computer system to evaluate its design?
a.
Microsoft Access
b.
Fortran
c.
COBOL
d.
a procedural programming language
 

Completion
Complete each sentence or statement.
 

26. 

A(n) _________________________ is a balance sheet that describes the expenses associated with a proposed computer system and the advantages the system will provide to an organization.
 

 

27. 

A(n) ____________________ is a computer system than includes hardware, software and support services in one package from the same vendor.
 

 

28. 

A(n) ____________________ is a written narrative that describes the objectives, scope, methods, participants, deliverables and timeline for a needs assessment project.
 

 

29. 

A(n) ____________________ is a category in cost-benefits analysis that includes advantages that are difficult to measure directly or translate into dollars.
 

 

30. 

Organization transactions are often recorded on a(n) ____________________.
 

 

Short Answer
 

31. 

Briefly describe the important stakeholders in a user needs assessment project.
 

32. 

Describe at least five sources of information a user support analyst can use during a needs analysis project.
 

33. 

Briefly describe the contents of a narrative model of a proposed system.
 

34. 

Explain the advantages and disadvantages of interviews and questionnaires.
 

35. 

Explain what the letters in I-P-O stand for.
 



 
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