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Chapter 1 – Introduction to Systems Analysis and Design
MULTIPLE CHOICE
1. In launching a new information system, the greatest risk occurs when a company ____.
a. begins by outlining its business models and identifying possible IT solutions
b. tries to decide how the system will be implemented before determining what the system is
supposed to do
c. considers implementation options after having a clear set of objectives
d. all of the above
ANS: B PTS: 1 REF: 7
2. ____ software controls the flow of data, provides data security, and manages network operations.
a. Enterprise c. Application
b. System d. Legacy
3. Examples of company-wide applications, called ____, include order processing systems, payroll
systems, and company communications networks.
a. enterprise applications c. operating applications
b. network operating systems (NOS) d. legacy systems
ANS: A PTS: 1 REF: 8
4. Over 40 years ago, a concept called Moore's Law accurately predicted that computer processing power
would double about every ____.
a. 2 months c. 24 months
b. 12 months d. 48 months
ANS: C PTS: 1 REF: 8
5. When planning an information system, a company must consider how a new system will interface with
older systems, which are called ____.
a. enterprise applications c. operating applications
b. network operating systems (NOS) d. legacy systems
ANS: D PTS: 1 REF: 9
6. For complex operations, analysts apply computer-based modeling tools that use a standard language
called ____.
a. electronic data interchange (EDI)
b. joint application development (JAD)
c. business process modeling notation (BPMN)
d. rapid application development (RAD)

7. Systems analysts use a process called ____ to represent company operations and information needs.
a. JAD c. RAD
b. Scrum d. business process modeling
8. A business ____ is an overview that describes a company’s overall functions, processes, organization,
products, services, customers, suppliers, competitors, constraints, and future direction.
a. matrix c. index
b. profile d. glossary
9. Which of the following is one of the main sectors of e-commerce?
a. C2C c. C2B
b. B2C d. BBC
10. ____ enabled computer-to-computer transfer of data between companies, usually over private
telecommunications networks.
a. EDI c. TCH
b. ACH d. O-O
11. Transaction processing (TP) systems ____.
a. provide job-related information to users at all levels of a company
b. simulate human reasoning by combining a knowledge base and inference rules that
determine how the knowledge is applied
c. process data generated by day-to-day business operations
d. include e-mail, voice mail, fax, video conferencing, word processing, automated
calendars, database management, spreadsheets, and high-speed Internet access
12. Business support systems ____.
a. provide job-related information support to users at all levels of a company
13. Knowledge management systems are called expert systems because they ____.

14. User productivity systems ____.
d. include e-mail, voice mail, fax, video and Web conferencing, word processing, automated
calendars, database management, spreadsheets, desktop publishing, presentation graphics,
company intranets, and high-speed Internet access
15. In a typical company organizational model, top managers ____.
a. develop long-range plans, called strategic plans, which define the company’s overall
mission and goals
b. provide direction, necessary resources, and performance feedback to supervisors and team
leaders
c. oversee operation employees and carry out day-to-day functions, coordinating operational
tasks and people
d. include users who rely on TP systems to enter and receive the data they need to perform
their jobs
16. In a typical company organizational model, middle managers ____.
a. develop long-range plans, called strategic plans, which define the company’s overall
mission and goals
b. provide direction, necessary resources, and performance feedback to supervisors and team
leaders
c. oversee operation employees and carry out day-to-day functions, coordinating operational
tasks and people
d. include users who rely on TP systems to enter and receive the data they need to perform
their jobs
17. A ____, or requirements model, describes the information that a system must provide.
a. process model c. business model
b. data model d. network model
18. A(n) ____ describes the logic that programmers use to write code modules.
a. process model c. business model
b. object model d. network model
19. ____ is a systems development technique that produces a graphical representation of a concept or
process that systems developers can analyze, test, and modify.
a. Prototyping c. Scrum
b. Rapid application development d. Modeling
20. ____ is a systems development technique that tests system concepts and provides an opportunity to
examine input, output, and user interfaces before final decisions are made.

a. Scrum c. Modeling
b. Prototyping d. Rapid application development
21. ____ methods include the latest trends in software development.
a. Object-oriented analysis c. Structured analysis
b. Agile/Adaptive d. Rapid application development
22. The ____ method of developing systems is well-suited to project management tools and techniques.
a. object-oriented analysis c. structured analysis
b. adaptive d. rapid application development
23. The ____ method of developing systems produces code that is modular and reusable.
b. adaptive d. rapid application development
24. The ____ method of developing systems stresses team interaction and reflects a set of community-
based values.
b. agile/adaptive d. rapid application development
25. Structured analysis is a traditional systems development technique that uses a series of phases, called
the ____, to plan, analyze, design, implement, and support an information system.
a. O-O c. MSF
b. SDLC d. RUP
26. Because it focuses on processes that transform data into useful information, structured analysis is
called a(n) ____ technique.
a. iterative c. inferred
b. process-centered d. empowered

27. In the ____, like that shown in the accompanying figure, the result of each phase, which is called a
deliverable or end product, flows sequentially into the next phase in the SDLC.
a. interactive model c. waterfall model
b. requirements model d. object model
28. In the model of the SDLC shown in the accompanying figure, the ____ usually begins with a formal
request to the IT department, called a systems request, which describes problems or desired changes in
an information system or a business process.
a. systems design phase c. systems support and security phase
b. systems planning phase d. systems analysis phase
29. In the model of the SDLC shown in the accompanying figure, the purpose of the ____ is to build a
logical model of the new system.
a. systems analysis phase c. systems design phase
b. systems implementation phase d. systems support and security phase
30. In the model of the SDLC shown in the accompanying figure, the purpose of the ____ is to create a
physical model that will satisfy all documented requirements for the system.
a. systems implementation phase c. systems analysis phase
b. systems planning phase d. systems design phase
31. In the model of the SDLC shown in the accompanying figure, during ____, the new system is
constructed.

a. systems planning c. systems design
b. systems support and security d. systems implementation
32. In the model of the SDLC shown in the accompanying figure, during ____, the IT staff maintains,
enhances, and protects the system.
a. systems support and security c. systems analysis
b. systems implementation d. systems planning
33. Whereas structured analysis treats processes and data as separate components, ____ combines data and
the processes that act on the data into things called objects.
a. the MSF c. RUP
b. the SDLC d. O-O
34. In object-oriented programming, an object is a member of a(n) ____, which is a collection of similar
objects.
a. property c. message
b. class d. instance
35. In object-oriented design, built-in processes called ____ can change an object’s properties.
a. methods c. attributes
b. functions d. features
36. Agile methods typically use a(n) ____model, which represents a series of iterations based on user
feedback.
a. gradual c. spiral
b. extreme d. evaluative
37. When building an information system, all of the following basic guidelines should be considered
except ____.
a. stick to an overall development plan
b. identify major milestones for project review and assessment
c. provide accurate and reliable cost and benefit information
d. ensure that users are not involved in the development process
38. The ____ group typically provides leadership and overall guidance, but the systems themselves are
developed by teams consisting of users, managers, and IT staff members.
a. Web support c. systems support
b. application development d. database administration

39. ____ provides vital protection and maintenance services for system software and hardware, including
enterprise computing systems, networks, transaction processing systems, and corporate IT
infrastructure.
a. User support c. Systems support and security
b. Database administration d. Network administration
40. A systems analyst needs ____.
a. solid technical knowledge and good analytical ability
b. strong oral and written communication skills
c. an understanding of business operations and processes
d. all of the above
MULTIPLE RESPONSE
Modified Multiple Choice
1. An example of a vertical system is a(n) ____.
a. inventory application c. payroll application
b. medical practice application d. database for a video chain
ANS: B, D PTS: 1 REF: 8
2. An example of a horizontal system is a(n) ____.
a. inventory application c. payroll application
b. application for a Web-based retailer d. medical practice application
ANS: A, C PTS: 1 REF: 8
3. A business process describes a specific set of ____.
a. transactions c. events
b. employees d. results
ANS: A, C, D PTS: 1 REF: 10
4. Product-oriented firms produced ____.
a. retail services c. computers
b. routers d. microchips
ANS: B, C, D PTS: 1 REF: 11
5. Database administration involves ____.
a. network administration c. data design
b. user access d. backup
ANS: B, C, D PTS: 1 REF: 29
MODIFIED TRUE/FALSE
1. System software consists of programs that support day-to-day business functions and provide users
with the information they require. _________________________

ANS: F, Application
PTS: 1 REF: 8
2. Value-added services such as consulting, financing, and technical support can be more profitable than
hardware. _________________________
ANS: T PTS: 1 REF: 11
3. Rational Unified Process documents the experience of Microsoft’s own software development teams.
_________________________
ANS: F
Microsoft Solutions Framework
MSF
PTS: 1 REF: 27
4. Rapid application development focuses on team-based fact-finding. _________________________
ANS: F
Joint application development
Joint application development (JAD)
JAD
JAD (joint application development)
PTS: 1 REF: 27
5. User support provides users with technical information, training, and productivity support.
_________________________
TRUE/FALSE
1. Most firms give their IT budgets a low priority in bad economic times.
ANS: F PTS: 1 REF: 4
2. A mission-critical system is one that is unimportant to a company’s operations.
3. In an information system, data is information that has been transformed into output that is valuable to
users.
4. In an information system, information consists of basic facts that are the system’s raw material.

5. The success or failure of an information system usually is unrelated to whether users are satisfied with
the system’s output and operations.
6. Although the business-to-business (B2B) sector is more familiar to retail customers, the volume of
business-to-consumer (B2C) transactions is many times greater.
7. TP systems are inefficient because they process a set of transaction-related commands individually
rather than as a group.
8. In a knowledge management system, a knowledge base consists of logical rules that identify data
patterns and relationships.
9. A knowledge management system uses inference rules, which consist of a large database that allows
users to find information by entering keywords or questions in normal English phrases.
10. Most large companies require systems that combine transaction processing, business support,
knowledge management, and user productivity features.
11. Because they focus on a longer time frame, middle managers need less detailed information than top
managers, but somewhat more than supervisors who oversee day-to-day operations.
ANS: F PTS: 1 REF: 18-19
12. Many companies find that a trend called empowerment, which gives employees more responsibility
and accountability, improves employee motivation and increases customer satisfaction.
13. CASE tools provide an overall framework for systems development and support a wide variety of
design methodologies, including structured analysis and object-oriented analysis.
14. It is unusual for system developers to mix and match system development methods to gain a better
perspective.
15. In the systems planning phase, a key part of the preliminary investigation is a feasibility study that
reviews anticipated costs and benefits and recommends a course of action based on operational,
technical, economic, and time factors.

16. In the systems analysis phase, the first step is requirements modeling, where business processes are
investigated and what the new system must do to satisfy users is documented.
17. In object-oriented design, objects possess characteristics called properties, which the object inherits
from its class or possesses on its own.
18. A scalable design can expand to meet new business requirements and volumes.
19. In object-oriented design, a message requests specific behavior or information from another object.
20. Microsoft offers a development approach called Microsoft Solutions Framework (MSF), which
documents the experience of its own software development teams.
21. An IT group provides technical support, which includes application development, systems support and
security, user support, database administration, network administration, and Web support.
22. Network administration includes hardware and software maintenance, support, and security.
23. Companies typically require that systems analysts have a college degree in information systems,
computer science, business, or a closely related field, and some IT experience usually is required.
24. The responsibilities of a systems analyst at a small firm are exactly the same as those at a large
corporation.
25. A corporate culture is the set of beliefs, rules, traditions, values, and attitudes that define a company
and influence its way of doing business.
COMPLETION
1. _________________________ refers to the combination of hardware, software, and services that
companies use to manage, communicate, and share information.

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ANS:
Information technology (IT)
IT
PTS: 1 REF: 4
2. _________________________ is a step-by-step process for developing high-quality information
systems.
ANS: Systems analysis and design
PTS: 1 REF: 7
3. A(n) _________________________ combines information technology, people, and data to support
business requirements.
ANS: information system
PTS: 1 REF: 7
4. An IT department team includes _________________________ who plan, develop, and maintain
information systems.
ANS: systems analysts
PTS: 1 REF: 7
5. A(n) _________________________ is a set of related components that produces specific results, such
as routing Internet traffic, manufacturing microchips, and controlling complex entities like the Mars
Rover.
ANS: system
PTS: 1 REF: 7
6. In the accompanying figure showing the components of an information system,
_________________________ consist(s) of everything in the physical layer of the information
system.
ANS: hardware
PTS: 1 REF: 8

_________________________ refer(s) to the programs that control the hardware and produce the
desired information or results.
ANS: software
PTS: 1 REF: 8
_________________________ is/are the raw material that an information system transforms into
useful information.
ANS: data
PTS: 1 REF: 9
_________________________ describe(s) the tasks and business functions that users, managers, and
IT staff members perform to achieve specific results.
ANS: processes
PTS: 1 REF: 9
10. In the accompanying figure showing the components of an information system, the people, called
_________________________, interact with an information system, both inside and outside the
company.
ANS:
users
end users
PTS: 1 REF: 10
11. The newest category of company is the _________________________ whose primary business
depends on the Internet rather than a traditional business channel.
ANS:
Internet-dependent firm
dot-com company
.com company
PTS: 1 REF: 12
12. Traditional companies sometimes are called _________________________ companies because they
conduct business primarily from physical locations.
ANS: brick-and-mortar
PTS: 1 REF: 12
13. Internet-based commerce is called _________________________ and includes two main sectors: B2C
(business-to-consumer) and B2B (business-to-business).

ANS:
e-commerce
electronic commerce
I-commerce
Internet commerce
PTS: 1 REF: 13
14. _________________________ technology uses high-frequency radio waves to track physical object.
ANS:
RFID
Radio frequency identification
RFID (Radio frequency identification)
Radio frequency identification (RFID)
PTS: 1 REF: 16
15. A truck fleet dispatcher might run a series of _________________________ scenarios to determine
the impact of increased shipments or bad weather.
ANS: what-if
PTS: 1 REF: 16
16. _________________________ programs run on a company intranet and enable users to share data,
collaborate on projects, and work in teams.
ANS: Groupware
PTS: 1 REF: 17
17. The systems implementation phase of the SDLC includes an assessment, called a(n)
_________________________, to determine whether the system operates properly and if costs and
benefits are within expectation.
ANS: systems evaluation
PTS: 1 REF: 24
18. A(n) _________________________ uses various symbols and shapes to represent data flow,
processing, and storage.
ANS:
data flow diagram
DFD
data flow diagram (DFD)
DFD (data flow diagram)
PTS: 1 REF: 22
19. _________________________ design and construct Web pages, monitor traffic, manage hardware and
software, and link Web-based applications to a company’s information systems.

ANS: Web support specialists
PTS: 1 REF: 29
20. Many hardware and software companies offer _________________________ for IT professionals,
which verifies that an individual demonstrated a certain level of knowledge and skill on a standardized
test.
ANS: certification
PTS: 1 REF: 32
MATCHING
Identify the letter of the choice that best matches the phrase or definition.
a. MIS f. team leaders
b. network model g. operational employees
c. object model h. supply chain management
d. fuzzy logic i. data model
e. ERP j. prototype
1. In many large companies, these kinds of systems provide cost-effective support for users and managers
throughout the company.
2. The name for new business support systems that produced valuable information, in addition to
performing manual tasks; their primary users were managers.
3. A B2B site that allows buyers, sellers, distributors, and manufacturer to offer products, submit
specifications, and transact business.
4. Many knowledge management systems use this technique, which allows inferences to be drawn from
imprecise relationships.
5. People who oversee operational employees and carry out day-to-day functions.
6. People who rely on TP systems to enter and receive data they need to perform their jobs.
7. Describes the design and protocols of telecommunications links.
8. Describes objects, which combine data and processes.
9. Describes data structures and design.
10. An early working version of an information system.
1. ANS: E PTS: 1 REF: 15
2. ANS: A PTS: 1 REF: 16
3. ANS: H PTS: 1 REF: 14
4. ANS: D PTS: 1 REF: 17
5. ANS: F PTS: 1 REF: 19
6. ANS: G PTS: 1 REF: 19
7. ANS: B PTS: 1 REF: 19
8. ANS: C PTS: 1 REF: 19
9. ANS: I PTS: 1 REF: 19
10. ANS: J PTS: 1 REF: 20
ESSAY

1. Explain what a knowledge worker is, and why this kind of worker is required by successful
companies.
ANS:
Knowledge workers include professional staff members such as systems analysts, programmers,
accountants, researchers, trainers, and human resource specialists. Knowledge workers also use
business support systems, knowledge management systems, and user productivity systems. Knowledge
workers provide support for the organization's basic functions. Just as a military unit requires logistical
support, a successful company needs knowledge workers to carry out its mission.
PTS: 1 REF: 19 TOP: Critical Thinking
2. What are the disadvantages of each of the three system development methods?
ANS:
With structured analysis, changes can be costly, especially in later phases. Requirements are defined
early, and can change during development. Users might not be able to describe their needs until they
can see examples of features and functions. With object-oriented analysis, this somewhat newer
method of development might be less familiar to development team members. Also, the interaction of
objects and classes can be complex in larger systems. With agile/adaptive methods, team members
need a high level of technical and communications skills. Lack of structure and documentation can
introduce risk factors. Finally, the overall project might be subject to scope change as user
requirements change.
3. Discuss the five basic systems development guidelines.
ANS:
Develop a Plan
Prepare an overall project plan and stick to it. Complete the tasks in a logical sequence. Develop a
clear set of ground rules and be sure that everyone on the team understands them clearly.
Involve Users and Listen Carefully to Them
Ensure that users are involved in the development process, especially when identifying and modeling
system requirements. When you interact with users, listen closely to what they are saying.
Use Project Management Tools and Techniques
Try to keep the project on track and avoid surprises. Create a reasonable number of checkpoints — too
many can be burdensome, but too few will not provide adequate control.
Develop Accurate Cost and Benefit Information
Managers need to know the cost of developing and operating a system, and the value of the benefits it
will provide. You must provide accurate, realistic cost and benefit estimates, and update them as
necessary.
Remain Flexible
Be flexible within the framework of your plan. Systems development is a dynamic process, and
overlap often exists among tasks. The ability to react quickly is especially important when you are
working on a system that must be developed rapidly.

CASE
Critical Thinking Questions
Case 1-1
Roark has just joined the company and in his role as lead analyst, he will be responsible for
determining which systems development method the team uses to create the new application for a
major medical supplier.
1. After Roark has spent a week getting to know the members of the team, including their strengths and
weaknesses, and what has worked well (and not so well) for this particular team in the past, one theme
keeps recurring: the team has particularly weak communications skills. Which of the following
methods, then, is he least likely to use, given what he knows about the disadvantages of each method?
a. structured analysis
b. agile/adaptive methods
c. object-oriented analysis
d. rapid application development
ANS:
B
2. It is a new day at the firm. Roark has been in place for a few weeks, strengthening the communications
skills of his employees, getting them to work much better together. Now, the challenge that he faces is
not an internal one; it lies with the client, which is increasingly showing itself to be incapable of
sticking with decisions. Roark, based on his past experience with other clients like this, is afraid that
the client will throw them a curveball and want to make changes late in the game — but that they also
will be unwilling to absorb the costs of those changes. For this reason, Roark eliminates which of the
following methods of development?
a. structured analysis
b. agile/adaptive methods
c. object-oriented analysis
d. rapid application development
ANS:
A
Critical Thinking Questions
Case 1-2
Maddy has been performing at a very high level at the firm, and so when two colleagues of hers who
are currently leading other development efforts get sick or leave the company, she is asked to step in
and help manage these two other efforts.
3. When Maddy sits down at the first meeting at which the first group is gathering, she hears them
discussing the feasibility study in which they are currently engaged. She knows, then, in which phase
of the SDLC this team currently is. Which phase is it?
a. systems analysis
b. systems design
c. systems planning

d. systems implementation
ANS:
C
4. After leaving the first meeting, Maddy goes down the hall to meet with the outgoing manager of the
second team. In that meeting, he shares with her the latest draft of the systems requirement document,
which is nearly complete. In which phase is the second team currently?
a. systems analysis
b. systems design
c. systems planning
d. systems implementation
ANS:
A

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