Question Paper Information Technology & Systems - Careergyaan.org

Question Paper
Information Technology & Systems (MB231) : October 2004
Section A : Basic Concepts (30 Marks)
• This section consists of questions with serial number 1 - 30.
• Answer all questions.
• Each question carries one mark.
• Maximum time for answering Section A is 30 Minutes.
1. Which of the following is an example of a telecommunication processor?
(a) Modem (b) Micro Computer (c)
Coaxial Cable
(d) Fibre-optic Cable (e) Web browser.
2. Design of easy-to-use web pages is an example of
(a) Computer-Aided Design (CAD) (b) User Interface Design (c)
Data Design
(d) Process Design (e) Both (c) and (d) above.
3. Which of the following multi-processing systems has the least interprocessor distance?
(a) Multicomputer (b) Data Flow Machine (c) Local
Area Network
(d) Metropolitan Area Network (e) Wide Area Network.
4. Which of the following statements is not true regarding paragraph formatting?
(a) “Flush left” alignment aligns the text on the left and leaves the right margin ragged
(b) “Centered” alignment centers everything
(c) “Justified” alignment aligns both left and right margins
(d) A “hanging indent” is indented on the first line
(e) Line spacing refers to the amount of spacing between lines.
5. Which of the following features of Netware operating system provides both users and
network administrators with a single integrated view of an entire network and the servers
connected to it?
(a) Redirector (b) Netware Core Protocol
(NCP)
(c) Netware Loadable Module (NLM) (d) Netware Directory Services (NDS)
(e) None of the above.
6. The default initial value is zero for which of the following storage classes in C language?
(a) Automatic (b)
External (c) Static
(d) Register (e) Both (b) and (c) above.
7. Which of the following is a tool that is used for planning program logic and makes use of
"imitation code" that imitates real programming language?
(a) Flowchart (b) Decision Table (c) Program
Design Language
(d) Compiler (e) Interpreter.
8. Which of the following layers of OSI Reference Model performs checksum Cyclic
Redundancy Check (CRC) to detect and correct errors in the transmission of data?
(a) Transport Layer (b) Network Layer (c)
Data Link Layer
(d) Session Layer (e) Application Layer.
9. Which of the following is not a correct rule with respect to variables in C language?
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(a) Variables should begin with a letter (b) Variables are case sensitive
(c) Variable names should not be keywords (d) Spaces are not allowed
(e) Underscores are not allowed in defining variable names.
10. Which of the following applications usually involves software packages that assist the
software developers to perform many of the activities of the systems development cycle?
(a) Executive Information System (b) Computer-Aided Software Engineering
(c) Office Information System (d) Multimedia Database (e) Hypertext
Database.
11. In which of the following analyses, an end user makes changes to variables or relationships
among them, and observes the resulting changes in the values of other variables?
(a) What-if Analysis (b) Sensitivity
Analysis
(c) Goal-seeking Analysis (d) Optimization Analysis (e) Cost-benefit
Analysis.
12. Functional requirements of a system are developed in which of the following stages of
Systems Development Life Cycle (SDLC)?
(a) Systems Investigation (b) Systems Analysis (c) Systems
Design
(d) Systems Implementation (e) Systems Maintenance.
13. Which of the following is false with respect to strategic information systems planning?
(a) It is an important component of total organizational planning and focuses on the
activities and outputs of strategic business planning
(b) Companies that do strategic information systems planning generally have four
objectives in mind. viz., business alignment, competitive advantage, resource
management and technology architecture
(c) Strategic information systems planning is technology driven, and not business driven
(d) Investments in information technology must be aligned with the top management's
strategic agenda
(e) The backing of the company's information systems policy committee and user groups is
necessary for the investments in information technology.
14. Which of the following systems helps users to collaborate with each other to accomplish and
manage structural work tasks within a knowledge-based business process?
(a) Electronic Meeting System (b) Workflow System (c)
Teleconferencing
(d) Data Conferencing (e) White Boarding.
15. Entity-Relationship Model falls under which of the following Data Models?
(a) Relational Model (b) Network Model (c) Hirerarchical
Model
(d) Object-Based Logical Model (e) Physical Model.
16. Which of the following memories/storage devices has the fastest access speed?
(a) RAM (b) ROM (c) Cache Memory (d) Hard Disk (e)
Backup Tape.
17. Which of the following is not an advantage of a flowchart?
(a) As a flowchart is a pictorial representation of a program, it is easier for a programmer to
explain the logic of a program to another programmer or to his superior through a
flowchart, rather than the program itself
(b) A macro flowchart that charts the mainline of the logic of a software system becomes a
system model that can be broken down into detailed parts for study and further analysis
of the system
(c) A flowchart acts as a roadmap for the programmers
(d) A flowchart facilitates in easy debugging of the program
(e) There are specific standards for determining the amount of detail that should be
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included in a flowchart.
18. Which of the following Internet services runs on the background of the user's computer,
letting him/her know when his friends or coworkers (only those who are registered) are
online?
(a) File Transfer Protocol (b) Internet Telephony (c)
Internet Fax
(d) Internet Paging (e) Usenet.
19. Which of the following is not correct regarding decision-making statements in C
programming language?
(a) A condition is expressed using C’s relational operators
(b) The relational operators compare two values to see whether they are equal to each other,
not equal or whether one is greater than the other
(c) The keyword ‘if’ tells the compiler that it is a decision control instruction
(d) The condition following ‘if’ should be enclosed within a pair of parentheses
(e) The ‘else’ statement will be executed if the condition specified is true.
20. Which of the following security measures use human body parts such as retina or fingerprint
to identify a unique individual?
(a) Input Controls (b) Processing Controls (c)
Output Controls
(d) Procedural Controls (e) Biometric Controls.
21. The departmental head wants to have a report that lists all those items where actual
expenditures exceeded budget targets by at least 10 percent. This is an example of
(a) External Report (b) Exception Report (c) Summary
Report
(d) Periodic Scheduled Report (e) Push Report.
22. Which of the following (in communication network context) refers to the way in which the
end points or stations of a network are linked together?
(a) Data flow machine (b) Topology (c) Multi
computer
(d) Scalability (e) Resource sharing.
23. The translation program that translates the entire source code into an object code and creates
an object file, all in a single go, is called
(a) Compiler (b) Linker (c) Complexer (d)
Loader (e) Parser.
24. Which of the following statements is not true about a Decision Support System (DSS)?
(a) It involves an iterative analytical modeling process
(b) It makes use of specialized databases
(c) It is a computer based information system and does not take into account the decision
makers’ own insights and judgements
(d) It helps managers to explore possible alternatives
(e) Focus and Decision-Web are examples of such a system.
25. Which of the following is not correct regarding Central Office Exchange (Centrex)?
(a) It is like a Private Branch Exchange (PBX)
(b) The only difference between a PBX system and a Centrex is that the switching
equipment is located in one of the telephone company’s “central exchanges” instead of
on the premises of a business
(c) It is typically used by large organizations such as universities and hospitals
(d) Only voice transmissions take place over such an exchange
(e) An advantage of a Centrex system is the availability of large-scale networking systems
that enable a business with several offices in the same metropolitan area.
26. In the OSI reference model, which of the following layers splits packets into data frames
which are transmitted sequentially by the sender and for which, the receiver transmits the
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acknowledgements?
(a) The Physical Layer (b) The Data Link Layer (c) The Network
Layer
(d) The Transport Layer (e) The Application Layer.
27. Which of the following build internetworks, in which networks using different topologies and
protocols are interconnected?
(a) Bridges (b) Routers (c) Hubs (d) Centers (e)
Repeaters.
28. Which of the following is a group of related data items of same data type that share a
common name?
(a) Variable (b) Structure (c) Array (d) Loop (e)
Operator.
29. The output of the following program is
main()
{
int a = 5;
do
{
printf(“%d\n”, ++a);
a = -1;
}while(a>0);
}
(a) 4 (b) 5 (c) 6 (d) Error (e)
Garbage Value.
30. Which of the following is not true about a Linked List in C?
(a) Linked List is a list whose order is given by links from one item to the next
(b) Each structure of a Linked List is called a node
(c) Each node in a Linked List consists of two fields, one containing the item (value) and
the other containing the address of the next item
(d) The link is in the form of a pointer to another structure of the same type
(e) A Linked List is a collection of structures ordered by their physical placement in the
memory.
END OF SECTION
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Section B : Caselets (50 Marks)
• This section consists of questions with serial number 1 – 7.
• Answer all questions.
• Marks are indicated against each question.
• Detailed explanations should form part of your answer.
• Do not spend more than 110 - 120 minutes on Section B.
Caselet 1
Read the caselet carefully and answer the following questions:
1. What types of data are involved in these two systems? What transaction level problems make this situation
difficult to solve?
(8 marks) < Answer >
2. What are the similarities and differences between the GE and Whirlpool approaches?
As a consumer, which of the two systems would you prefer to deal with?
(10 marks) < Answer >
3. What advantages were provided by expert system technology in case of Whirlpool?
(4 marks) < Answer >
Customer Service
General Electric: Customer Help Line
Since 1982, General Electric provided an Answer Center with a toll-free phone number for buyers of GE products. GE
prides itself on having answers ready for almost all of the calls that come to the line. The Louisville, Kentucky,
customer service center was then a part of $6 billion appliance division.
When a call is received, the representative brings up a computerized list of symptoms and possible causes. Working
through the checklist, the representative can often help the customer fix the problem on the spot. If the problem requires
a technician, the caller is switched to the GE Service Center to schedule an appointment or get phone numbers of local
service representatives.
The system consists of a huge text database containing problems and responses to more than 1 million problems. The
computerized version can retrieve answers in less than two seconds, and is considerably easier to use than the old repair
manuals of the “old days”. As products are introduced or changed, the data is continually updated by four full-time
programmers. An index allows representatives to search the database with a few key words.
The center employed 225 people and handled 3.5 million service calls in 1991. Each representative handled more than
100 calls a day. Twelve product specialists were on call for problems not recorded in the database. They also provided
more detailed information for people who chose to fix more complicated problems themselves.
By asking customers to call the helpline when they encountered a problem, GE gained immediate feedback on
problems. The system kept customers happy by providing answers to many common questions. The service
representatives also provided advice on how to best use the products and on how to care for them.
An additional feature of the immediate feedback was that GE could spot potential problems. If GE suddenly saw a new
problem encountered by many people, the service representatives were instructed to ask more detailed questions. It was
much easier for engineers to spot problems and correlations with direct comments from the users.
GE also used the system to help convince customers to buy new appliances. The system provided repair costs and
pricing and feature data for new appliances. The system also recommended callers to dealers who participated in special
promotional deals.
After careful consideration, GE did not collect customer data. They learned that customers preferred to remain
anonymous. GE’s manager of consumer communications and telemarketing, William Waers, noted that “We don’t take
the caller’s name unless we have their permission, and we don’t use any automatic [phone] number identification.”

Although this information would undoubtedly be useful to the marketing department, GE determined that customers
were more willing to use the system and ask “embarrassing” questions if they did not have to give their name.
GE was contemplating changes to the system, such as graphics and a graphical user interface. However, they were
cautious about making changes, because they needed to support 3.5 million calls a year. Annette Mattingly, information
technology team leader, noted that although technology was important, the system was successful because of the
employees. For service representatives, GE employed college-educated workers, provided good training for them and
got a low turnover rate.
Whirlpool: Customer Service
In 1967, Whirlpool was one of the first companies in the United States to create a toll-free customer support line: the
“Cool Line”. Gary Lockwood, the director of consumer assistance at Whirlpool’s North American Group, noted that
“we’re constantly looking for technologies that improve service.” In 1992, the Whirlpool support line handled 1.6
million calls from customers. The calls were handled by 100 customer representatives located in Knoxville, Tennessee.
By 1995, they anticipated handling 9 million calls a year.
To improve customer support, in 1988 Whirlpool surveyed customers to determine how they could provide “excellence
in service”. From the problems identified in that survey, in 1991, Whirlpool built a new customer support system. The
system incorporated state-of-the-art imaging technology and expert systems. It uses ISDN links between the Knoxville
offices and the headquarters in Benton Harbour, Michigan.
When a customer called the toll-free number, an AT&T ISDN PBX received the call, complete with the calling party’s
area code and phone number. The phone number was routed to a special processor from Aristacom International. The
processor scanned a DB2 database on one of Whirlpool’s IBM computers. If the number was found in the files, the
associated customer information was retrieved and was routed with the call to a customer service representative. The
system could automatically route the call to the service agent who last spoke with the customer.
The networked personal computers on the agents’ desks were connected to 10 CD-ROM drives containing more than
150,000 pages of images from 20 years’ of service and product manuals. Agents could call up text and detailed
schematics in less than two seconds.
When service agents received a call, they could use an expert system from Aion Corp, to help diagnose the problem.
The stored images of the products and their schematics enabled the service agents to communicate with the consumer.
By looking at the same images (one real, one in the computer), the agent could more easily identify problems and
explain the problems.
In 1992, Whirlpool Corp. won an award from the American Association for Artificial Intelligence for its AI system that
helped customer service representatives troubleshoot problems. In addition to improved customer service and
satisfaction, Whirlpool estimated that the system saved $4 to $6 million annually.
Caselet 2
Read the caselet carefully and answer the following questions:
4. What are the American Express’s system inputs and outputs?
(7 marks) < Answer >
5. Why is the financial information compared at several steps to the information on the scanned receipts?
What other competitive advantages might the new system provide for American Express?
(7 marks) < Answer >
American Express: Imaged Copies Increase Profitability
From its earliest days, consumer credit has been presented as a prestige item reserved for a business’s best customers.
The consumer had to “earn” the privilege of charging simply on the basis of his or her signature. Hotels and country
clubs first introduced this concept. Fine department stores offered credit cards that were carried as an indication of the
status that accompanies the opportunity to shop there. The American Express and Diners Club cards were the first to
offer a credit card that was available across the country. This type of card was directed toward the business traveler who
needed to keep the receipts so they could be turned in for reimbursement and tax purposes. Its annual fee and use
mainly at more expensive restaurants, hotels and department stores limited its attractiveness to a fairly wealthy traveling
public.
The 1980s brought consumer credit to broader segments of the population. Visa and Mastercard offered easy,
understandable credit to people with income levels beginning at $18,000, sometimes even without an annual fee. The
late entry of the Sears Discover card into the market caused the card’s managers to present their card with no annual fee

and a 2 percent (0.2) bonus for each dollar that was charged on the card.
Easy credit presented more options to the consumer. Previously American Express had advertised itself as the only card
that the consumer needed to carry. In a period of a few years, consumers began to carry 4-5 credit cards at once. Visa,
Mastercard and Discover had enlisted a large number of merchants to accept their card. In many cases, these were the
same merchants who also accepted American Express cards. For the first time American Express found itself competing
in a marketing campaign to convince consumers to pull its card rather than another out of their wallets or purses to
charge purchases.
One of the advantages that American Express presented for using its card was the physical return of the customer’s
receipts. Customers had grown used to the convenience of balancing their receipts with those of American Express.
With 2 million receipts arriving daily at its Fort Lauderdale and Phoenix locations, American Express realized that it
needed a new system if it was going to be able to continue this service in an increasingly cost-competitive environment.
The new system would have to meet several important goals. First, keyed data entry would have to be minimized due to
the increasingly high cost of this process. Second, the entire receipt would have to be able to be stored and retrieved as a
complete image to continue American Express’s tradition of returning a copy of the entire receipt. Third, the processing
time between purchase and billing would have to be greatly reduced to minimize the high cost of capital. Fourth,
accuracy had to be paramount because the consumer’s credit and trust in the company would be at stake. Finally, the
process would have to be alterable in the future as new products and technologies were developed to be integrated into
the system.
The process of using the American Express card and receiving a bill involves a number of steps. When a card member
makes a purchase, the card is “swiped” through a scanner and the amount of the purchase is entered on the keyboard.
Information regarding the purchase, the purchaser and the retailer is immediately transmitted to the maintenance
computer. Customers then sign slips for the purchases. These original slips are then submitted to American Express.
When credit card slips are received from the merchant, they are scanned and the billing amounts are entered into the
database. Images are sent to the system’s optical disks for storage. The imaged receipts are then balanced against the
billing totals to make certain that there are no mistakes. Once everything is balanced, console operators prepare the bill
by calling up the images on the screen and combining them with the actual bill.
Future enhancements include the customer signing an electronic notepad. This will enable the entire imaged slip to be
transmitted electronically, complete with signatures, to the billing centers. Research is also being done on character
recognition technology. This will enable the dollar amounts on the slip to be read by the imager. This will eliminate the
next most time-consuming step, that of keying in the dollar amounts by hand.
The change to an imaged system presented some important challenges to the way American Express traditionally
interacted with its customers. These were described by Cliff Dodd, senior vice-president of billing and payment
services.
“Getting a bill means you have to pay money, and that’s not a very pleasant experience to begin with. But if all of a
sudden you change something that is very familiar and very important to a lot of people (because they use the card as a
business tool), you really run the risk of alienating people. But we found that after six months of getting the Enhanced
Country Club bill, 92 percent of our card members said they liked the new system better. That’s because it’s a neater
package now, easier to read, understand, file and store.”
The new system provides one obvious advantage. Without the receipts, the new bill provides more room in the envelope
for marketing additional features of the card and other services. Another advantage occurs at the point of sale. The more
information that the merchant keys into the computer system, the less will ultimately have to be entered by American
Express personnel. This will improve the accuracy of the billing process and reduce American Express’s cost to
maintain it.
Caselet 3
Read the caselet carefully and answer the following questions:
6. What advantages does MetNet gain by consolidating its four main activities?
(7 marks) < Answer >
7. With a network of 2,000 desktops, what network management problems are likely to arise? How can they be
handled cost effectively when people are scattered across 20 buildings?
(7 marks) < Answer >
An Art Network
The New York Metropolitan Museum of Art is building a new network infrastructure named the MetNet. The new
system is being constructed to better track the museum’s art objects. It is designed to consolidate the museum’s

financial operations and closely integrate its curatorial, merchandising and registration activities.
The end goal of MetNet is to make art images and graphs available to nearly 2,000 desktops. Employees will be able to
gather up-to-date relational data from a number of sources. This improvement will help employees make educated
decisions regarding merchandising, exhibits, membership drives and endowments.
Under the direction of Arthur Tisi, Chief Systems Officer at the museum, the network development team faces the
challenge of integrating 20 contiguous buildings in Manhattan, several sites in other parts of the city and 20 retail
locations across the country. The project is made more difficult by the fact that connections between the sites are not the
same. Some are connected by dial-up lines; others through individual LANs; and still others are part of a separate
mainframe-based system. Information systems officials describe the current network as a mishmash of disparate,
incompatible systems that cannot be managed.
When completed, MetNet will be based upon a System 5000 network hub from Bay Networks, Inc. This hub will
connect over 40 Microsoft Windows NT and Novell Netware servers in 20 buildings. Internally, the museum is being
rewired with fibre optic cable. T1 links will connect the remote sites with the central hub.
The hubs and routers will be managed by Bay Networks’ Optivity, a network management protocol based application.
The software distribution and inventory management of the desktops will be managed by the Systems Management
Server. Central management will further reduce maintenance chores and costs.
From a financial standpoint, the museum is testing server-based software in an effort to consolidate the financial
applications and replace the mainframe-based system. Ultimately, the museum hopes to establish relational database
that will consolidate the four primary operations of the museum: financial, curatorial, registration and merchandising.
The new model will increase the ability of separate departments within the museum to work together. This will enable
the 19 curatorial departments to exchange information with merchandising, retail operations and endowments areas.
Other potential applications include a desktop imaging and a collection management program to track art objects.
Internet is also being explored as a way to expand the audience for these art objects once they have been collected.
END OF SECTION B
Section C : Applied Theory (20 Marks)
• This section consists of questions with serial number 8 - 9.
• Answer all questions.
• Marks are indicated against each question.
• Do not spend more than 25 -30 minutes on section C.
8. Management Information System can be defined as an integrated, user-machine system for providing information
to support managerial, operational and decision-making functions in an organization. It has certain characteristics
that distinguish it from other information systems.
In light of the above discussion, briefly explain the salient features of a Management Information System.
(10 marks) < Answer >
9. Executive Information Systems give top management immediate and easy access to information about a firm’s
critical success factors, in accomplishing the organization’s strategic objectives. Due to this benefit, Sumit Ltd. has
decided to implement Executive Information System (EIS) in its organization.
What according to you are the pre-requisites of a successful EIS implementation? Also lay down the guidelines for
preparing an effective EIS.
END OF SECTION C
END OF QUESTION PAPER
(10 marks) < Answer >

Suggested Answers
Information Technology & Systems (MB231) : October 2004
Section A : Basic Concepts
1. Answer : (a)
Reason : A telecommunication processor supports data transmission and reception between the terminals and the
computers. It performs a variety of control and support functions in a telecommunication network. e.g.
a modem.
Hence, from above discussion, we can infer that option (a) is correct.
Option (b) is incorrect. Micro Computer is used by small organizations, executives in large
organizations and even by professionals working out of their homes. In the past, IBM set the standards
for Micro Computer hardware. Now, the distinction between a Micro Computer and a Personal
Computer has got blurred because of the variety of features being provided by a Personal Computer
nowadays. So, it is not applicable here.
Option (c) is incorrect. Coaxial Cable consists of a sturdy copper or aluminum wire wrapped with
spacers to insulate and protect it. This insulation minimizes the chance of interference from other
signals, and distortion of the signals that the cable carries. So, it is not applicable here.
Option (d) is incorrect. Fibre-optic Cable consists of one or more hair thin filaments of glass fibre
wrapped in a protective jacket. So, it is not applicable here.
Option (e) is incorrect. Web browser is a software application that allows for the browsing of the
World Wide Web. So, it is not applicable here.
2. Answer : (b)
Reason : User Interface Design focuses on supporting the interactions between end-users and their computerbased
applications. Designers concentrate on the design of attractive and efficient types of interfaces for
user input and output, such as easy-to-use web pages.
Hence, from above discussion, we can infer that option (b) is correct.
Option (a) is incorrect. Computer Aided Design (CAD) is a set of specialized software and hardware
that is used to design products directly on computer terminals. So, it is not applicable here.
Option (c) is incorrect. Data Design focuses on designing of the structure of databases and files that
would be used by the proposed information system. So, it is not applicable here.
Option (d) is incorrect. Process Design focuses on the design of software resources, that is, the
programs and procedures needed to create the proposed information system. So, it is not applicable
here.
Option (e) is incorrect. Data Design and Process Design are not applicable here.
3. Answer : (b)
Reason : Data Flow Machine consists of highly parallel computers with many functional units, all working on
the same program. It has the least interprocessor distance of 0.1m.
Hence, from above discussion, we can infer that option (b) is correct.
Option (a) is incorrect. Multicomputer comes after Data Flow Machine and it communicates by
sending messages over very short, very fast buses. It has an interprocessor distance of 1m. So, it is not
applicable here.
Option (c) is incorrect. Local Area Network (LAN) is a privately owned network within a single
building or campus of up to a few kilometres in size. It has an interprocessor distance of 10 m to 1 km.
So, it is not applicable here.
Option (d) is incorrect. Metropolitan Area Network (MAN) is a bigger version of LAN and may cover
a group of nearby corporate offices or a city and could be either private or public. It has an
interprocessor distance of 1 km to 10 km. So, it is not applicable here.
Option (e) is incorrect. Wide Area Network (WAN) would cover a large geographic area, generally a
country or a continent. It has an interprocessor distance of 100 km to 1,000 km. So, it is not applicable
here.
4. Answer : (d)
Reason : A “hanging indent” is not indented on the first line, but second and subsequent lines.
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5.
Hence, from above discussion, we can infer that option (d) is not true regarding paragraph formatting.
Options (a), (b), (c) and (e) are all true regarding paragraph formatting.
Answer : (d)
Reason : Netware Directory Services (NDS) of Netware operating system provides both users and network
administrators with a single integrated view of an entire network and the servers connected to it.
Hence, from above discussion, we can infer that option (d) is correct.
Option (a) is incorrect. A Redirector at the client workstation determines whether requests made by a
user are for the local operating system or should be redirected to a server on the network. So, it is not
applicable here.
Option (b) is incorrect. Netware Core Protocol (NCP) includes file access, file locking, resource
tracking and allocating, event notification and other services to workstations that request them. So, it is
not applicable here.
Option (c) is incorrect. Netware Loadable Module (NLM) includes services for name space support,
internetworking, host connectivity, messaging services, communication services, etc. So, it is not
applicable here.
Option (e) is incorrect. Netware Directory Services (NDS) is applicable here.
< TOP >
6. Answer : (e)
Reason : The default initial value is zero for External and Static storage classes in C language.
Hence, from above discussion, we can infer that option (e) is correct.
Option (a) is incorrect. The default initial value for Automatic storage class is garbage value. So, it is
not applicable here.
Option (b) is incorrect. Both External and Static storage classes are applicable here.
Option (c) is incorrect. Both External and Static storage classes are applicable here.
Option (d) is incorrect. The default initial value for Register storage class is garbage value. So, it is not
applicable here.
< TOP >
7. Answer : (c)
Reason : Program Design Language is a tool that is used for planning program logic and makes use of "imitation
code" that imitates real programming language.
Hence, from above discussion, we can infer that option (c) is correct.
Option (a) is incorrect. A flowchart is a pictorial representation of a program. So, it is not applicable
here.
Option (b) is incorrect. Decision Table is used to define clearly and concisely the statement of a
problem in tabular form. So, it is not applicable here.
Option (d) is incorrect. Compiler is a translation program that translates the entire source code into
object code and creates an object file. So, it is not applicable here.
Option (e) is incorrect. Interpreter translates one line of code at a time and executes the translated
information. So, it is not applicable here.
< TOP >
8. Answer : (c)
Reason : Data Link Layer of OSI Reference Model is responsible for establishing an error-free communications
path between computers over the physical channel. It performs checksum Cyclic Redundancy Check
(CRC) to detect and correct errors in the transmission of data.
Hence, from above discussion, we can infer that option (c) is correct.
Option (a) is incorrect. Transport Layer provides control standards for a communication session for
enabling two processes at both ends to exchange data reliably and sequentially. So, it is not applicable
here.
Option (b) is incorrect. Network Layer sets up a logical path between the source and the destination
computers for the network. So, it is not applicable here.
Option (d) is incorrect. Session Layer provides means for establishing, maintaining and terminating a
dialogue or session between two end users. So, it is not applicable here.
Option (e) is incorrect. Application Layer provides services that directly support the end user of the
network. So, it is not applicable here.
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Reason : No special symbol other than an underscore is allowed in defining variable names in C language.
Hence, from above discussion, we can infer that option (e) is not correct with respect to variables in C
language.
Options (a), (b), (c) and (d) are all correct with respect to variables in C language.
10. Answer : (b)
Reason : Computer-Aided Software Engineering usually involves software packages that assist the software
developers to perform many of the activities of the systems development cycle.
Hence, from above discussion, we can infer that option (b) is correct.
Option (a) is incorrect. Executive Information System combines many of the features of Management
Information System and Decision Support System. It gives top management immediate and easy access
to information about a firm’s Critical Success Factors (CSF’s), in accomplishing its strategic
objectives. So, it is not applicable here.
Option (c) is incorrect. Office Information System includes workstation-based tools for document
creation and document retrieval, tools for maintaining appointment calendars, and so on. So, it is not
applicable here.
Option (d) is incorrect. Multimedia Database contains images, spatial data, audio data, video data and
the like. So, it is not applicable here.
Option (e) is incorrect. Hypertext Database is enriched with lines that point to other documents. So, it is
not applicable here.
11. Answer : (a)
Reason : In What-if Analysis, an end user makes changes to variables or relationships among them, and
observes the resulting changes in the values of other variables.
Hence, from above discussion, we can infer that option (a) is correct.
Option (b) is incorrect. Sensitivity Analysis is a special case of What-if Analysis. Typically, the value of
only one variable is changed, but many such iterations are carried out, and the resulting changes are
observed. So, it is not applicable here.
Option (c) is incorrect. Goal-seeking Analysis is the reverse of What-if Analysis and Sensitivity
Analysis. Instead of observing how changes in a variable affect other variables, Goal-seeking Analysis
sets a target value (the goal) for a variable and then repeatedly changes other values until the target
value is achieved. So, it is not applicable here.
Option (d) is incorrect. Optimization Analysis is a more complex extension of Goal-seeking Analysis.
It attempts to find the optimum value for one or more target variables, given certain constraints. So, it is
not applicable here.
Option (e) is incorrect. Cost-benefit Analysis is concerned with whether expected savings, increased
revenue, increased profits, reductions in required investment and other types of benefits will exceed the
costs of developing and operating a proposed system. So, it is not applicable here.
12. Answer : (b)
Reason : Systems Analysis stage of Systems Development Life Cycle (SDLC) analyses the information needs of
end users, organizational environment and any system presently used. It develops the functional
requirements of a system, that can meet the needs of end users.
Hence, from above discussion, we can infer that option (b) is correct.
Option (a) is incorrect. Systems Investigation determines whether a business problem or opportunity
exists. So, it is not applicable here.
Option (c) is incorrect. Systems Design develops specifications for hardware, software, people,
network and data resources. So, it is not applicable here.
Option (d) is incorrect. Systems Implementation tests the system and trains people to operate and use it.
So, it is not applicable here.
Option (e) is incorrect. Systems Maintenance uses a post-implementation review process to monitor,
evaluate and modify the system as needed. So, it is not applicable here.
13. Answer : (c)
Reason : Strategic information systems planning is an important component of total organizational planning and
focuses on the activities and outputs of strategic business planning.
Strategic information systems planning is business driven and not technology driven. IT strategies are
developed based on strategic business opportunities.
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Hence, from above discussion, we can infer that option (c) is false with respect to strategic
information systems planning.
Options (a), (b), (d) and (e) are all true with respect to strategic information systems planning.
14. Answer : (b)
Reason : Workflow System helps users to collaborate with each other to accomplish and manage structural work
tasks within a knowledge-based business process.
Hence, from above discussion, we can infer that option (b) is correct.
Option (a) is incorrect. Electronic Meeting System facilitates group decision-making activities that
take place in a computer-based decision-room setting. So, it is not applicable here.
Option (c) is incorrect. Teleconferencing is an important group support facility, in which sessions are
held in real time where major participants are televised, while participants from remote areas may take
part with voice input of questions and responses. So, it is not applicable here.
Option (d) is incorrect. Data Conferencing is a method where a Groupware Package connects two or
more PCs over the Internet or Intranets, so that a team can share, mark up and revise a white board of
drawings, documents and other material displayed on their screens. So, it is not applicable here.
Option (e) is incorrect. White Boarding is another name of Data Conferencing. So, it is not applicable
here.
15. Answer : (d)
Reason : Object-Based Logical Model (OBLM) is used in describing data at the logical level and at the view
level. Under OBLM, Entity-Relationship (E-R) Model falls. E-R Model is based on a perception of a
real world that consists of a collection of basic objects called entities and of relationships (association)
among these objects.
Hence, from above discussion, we can infer that option (d) is correct.
Option (a) is incorrect. The database in a Relational Model is generally a two-dimensional table. So, it
is not applicable here.
Option (b) is incorrect. The records in Network Model are organized as collections of arbitrary graphs.
So, it is not applicable here.
Option (c) is incorrect. The records in Hierarchical Model are organized as collections of trees. So, it
is not applicable here.
Option (e) is incorrect. Physical Model is used to describe data at the lowest level. So, it is not
applicable here.
16. Answer : (c)
Reason : Cache Memory is used to store frequently accessed programs and data. It is a special, high speed
memory, which is used to increase the speed of processing by making current data and programs
available to the CPU at a rapid rate. It has the fastest access speed compared to other memories/storage
devices.
Hence, from above discussion, we can infer that option (c) is correct.
Option (a) is incorrect. RAM stands for Random Access Memory. It is also called main memory or
primary memory. It is called RAM, as it is possible to randomly select and use any location of this
memory to directly store and retrieve data and instructions. It has fast access speed, but is not as fast as
Cache Memory. So, it is not applicable here.
Option (b) is incorrect. ROM stands for Read Only Memory. In this memory, information is
permanently stored. Data can be read from it, and not written to it. It has slow access speed. So, it is not
applicable here.
Option (d) is incorrect. Hard Disk stores the computer's operating system and applications, and
provides space for the user's data. It has medium access speed. So, it is not applicable here.
Option (e) is incorrect. Backup tape is a sequential storage device. The computer has to go through a
fixed sequence of stored items to access the needed file, say, a desired song. Hence, it has a very slow
access speed. So, it is not applicable here.
17. Answer : (e)
Reason : A flowchart is a pictorial representation of a program. In spite of the many advantages of a flowchart, it
has certain limitations too. One of these is that there are no specific standards for determining the
amount of detail that should be included in a flowchart.
Hence, from above discussion, we can infer that option (e) is not an advantage of a flowchart.
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Options (a), (b), (c) and (d) are all advantages of a flowchart.
18. Answer : (d)
Reason : Internet Paging, also known as “Buddy List” software, runs on the background of the user's computer,
letting him/her know when his friends or coworkers (only those who are registered) are online.
Hence, from above discussion, we can infer that option (d) is correct.
Option (a) is incorrect. File Transfer Protocol is an Internet Standard developed to exchange files. So,
it is not applicable here.
Option (b) is incorrect. Internet Telephony is the mechanism of carrying out telephonic conversations
over the Internet. So, it is not applicable here.
Option (c) is incorrect. Internet Fax is the mechanism of sending faxes through computers connected
over the Internet. So, it is not applicable here.
Option (e) is incorrect. Usenet is a system where messages about any subject can be posted and other
people on the Internet can reply to them. So, it is not applicable here.
19. Answer : (e)
Reason : The ‘else’ statement will be executed if the condition specified is false.
Hence, from above discussion, we can infer that option (e) is not correct regarding decision-making
statements in C programming language.
Options (a), (b), (c) and (d) are all correct regarding decision-making statements in C programming
language.
20. Answer : (e)
Reason : Biometric Controls are security measures that use human body parts such as retina or fingerprint to
identify a unique individual.
Hence, from above discussion, we can infer that option (e) is correct.
Option (a) is incorrect. Input Controls are usually set in the form of login passwords and other security
codes, formatted data entry success, appropriate error signals etc. So, they are not applicable here.
Option (b) is incorrect. Processing Controls are developed to identify errors in arithmetic calculation
and logical operations. So, they are not applicable here.
Option (c) is incorrect. Output Controls are developed to ensure that information products are correct
and complete. So, they are not applicable here.
Option (d) is incorrect. Procedural Controls are methods that specify how an organization’s computer
and network resources should be operated for maximum security. So, they are not applicable here.
21. Answer : (b)
Reason : Exception Report is generated only in exceptional situations. It lists items that fall outside the
prescribed limits. e.g., a report that lists all those items where actual expenditures exceeded budget
targets by at least 10 percent.
Hence, from above discussion, we can infer that option (b) is correct.
Option (a) is incorrect. External Report is prepared primarily for readers outside the company. e.g.,
drafts of income statements and balance sheets. So, it is not applicable here.
Option (c) is incorrect. Summary Report summarizes detailed information into convenient, compact
formats. So, it is not applicable here.
Option (d) is incorrect. Periodic Scheduled Report uses a pre-specified format, designed to provide
managers with information on a regular basis. So, it is not applicable here.
Option (e) is incorrect. Push Report is pushed to a manager’s workstation through Intranet in the form
of a web cast. So, it is not applicable here.
22. Answer : (b)
Reason : Topology (in communication network context) refers to the way in which the end points or stations of a
network are linked together.
(a) These are highly parallel computers with many functional units all working on the same program.
(c) Multicomputers communicated by sending messages over very short, very fast buses.
(d) This is the ability to increase system performance gradually as the work load grows by adding
more processors.
(e) Management uses resource sharing to make all programs, equipment, and data available to
anyone on the network without regard to physical location of the resource and the user.
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23. Answer : (a)
Reason : A language translator is one which converts a source code into object code. Mainly, there are two types
of translators called compilers and interpreters. Compiler is a translation program that translates the
entire source code into object code and creates an object file.
(b) An assembler and a liner is a program that transforms the object code into an executable program
that runs on a certain type of computer.
(c) Complexer is not a translation program that translates the entire source code into object code
creates an object file in a single go.
(d) Operator is not a translation program that translates the entire source code into object code
creates an object file in a single go.
(e) An interpreter does not produce an object code. It translates one line of source code at a time and
executes the translated instruction.
24. Answer : (c)
Reason : A Decision Support System (DSS) is a type of management support system which provides direct
support to the decision-makers, with the help of ‘what-if’ analysis, ‘optimization models’ etc. It makes
use of analytical models, specialized databases, and indeed, the decision-maker’s own insights and
judgements, to support the making of structured and unstructured decisions by individual managers.
Hence, from above discussion, we can infer that option (c) is not true about a Decision Support System
(DSS).
Option (a) is true because a Decision Support System (DSS) involves an iterative analytical modeling
process.
Option (b) is true because it makes use of specialized databases.
Option (d) is true because it helps managers to explore possible alternatives.
Option (e) is true because Focus and Decision-Web are examples of such a system.
25. Answer : (d)
Reason : Central Office Exchange (Centrex) is like a Private Branch Exchange (PBX), except that the switching
equipment is located in one of the telephone company’s “central exchanges” instead of on the premises
of a business. It incorporates data-over-voice technology to use telephones for simultaneous voice and
data transmissions.
Hence, from above discussion, we can infer that option (d) is not correct regarding Central Office
Exchange (Centrex).
Options (a), (b), (c) and (e) are all correct regarding Central Office Exchange (Centrex).
26. Answer : (b)
Reason : The OSI model is based on a proposal developed by the international standard organization (ISO). The
OSI model has seven layers. The data link layer splits packets into data frames which transmitted
sequentially by the sender and the receiver transmits the acknowledgements.
(a) This layer covers issues related to the physical medium between the devices. It also defines the
electrical and mechanical aspects of interfacing to a physical medium for transmitting data.
(c) The network layer set up a logical path between the source and the destination computers of the
network. The message to be transmitted is first fragmented into packets at this layer after which it
performs sequencing and error control of these packets.
(d) This layer splits the message into smaller units and appends a header to each unit. It also controls
message flow between the sender and the receiver so that a fast sender doesnot overwhelm a slow
receiver with data.
(e) This layer is a user oriented one, which provides services that directly support the end user of the
network. It offers services like file transfers, remote file access, data base management etc.
27. Answer : (b)
Reason : Routers build Internetworks, in which networks that use different topologies and protocols are
interconnected.
(a) A bridge is used to increase the distance of a network and to add more stations.
(c) HWB are used to build structured cabling systems
(d) Centres does not build Internetworks, in which networks that use different topologies and
protocols are interconnected
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(e) Repeater generates the electrical signal and doubles the allowable length of the cable.
28. Answer : (c)
Reason : An Array is a group of related data items that share a common name.
(a) Variables are storage classes in C. Different type of storage classes are Automatic variables,
External variables, Static variable and Register variables.
(b) A structure is a method for packing data of different types. It is convenient tool for handling a
group of logically related data items.
(d) An array can be defined as a group of related data items that share a common name.
(e) A decision control/instruction can be implemented in C by using the loop.
29. Answer : (c)
Reason : a = 5
‘do loop’ is executed.
+ + a = 6
6 is printed.
a = – 1
Now a < 0. Therefore, ‘do loop’ is not repeated.
The program ends.
Hence the output of the given program is 6.
30. Answer : (e)
Reason : A Linked List in C is a collection of structures ordered by logical links that are stored as part of the
data in the structure itself.
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Section B : Caselets
1. The types of data involved in these two systems are as follows:
(i) Computerized list of symptoms and possible causes of problems that may be encountered by customers.
(ii) Customer complaints regarding GE products and Whirlpool products.
(iii) Problems encountered by customers while using the products.
(iv) Repair costs and pricing and feature data for new appliances in case of GE.
(v) Information about dealers who participated in special promotional deals.
(vi) Information regarding calling customers in case of Whirlpool and initially in case of GE.
The transaction level here is operational level. Efficiency in data processing is of utmost importance in this
situation. Accuracy in determining the customer problems and speed of solving the same and responding to
customers are important factors of success in this case.
The following problems make this situation difficult to solve:
(i) A huge text database containing problems and responses to more than 1 million problems in case of GE and
10 CD-ROM drives containing more than 150,000 pages of images from 20 years’ of service and product
manuals in case of Whirlpool.
(ii) Supporting 3.5 million calls a year by GE and 1.6 million calls by Whirlpool.
(iii) Anticipation by Whirlpool of handling 9 million calls a year by 1995.
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2.
Similarities in approaches
GE Whirlpool
(i) Toll-free phone number.
(i) Toll-free phone number.
(ii) Huge database of information. (ii) Huge database of information.
(iii)Use of customer service
(iii)Use of customer service
representatives.
representatives.
(iv) Computerized handling of data. (iv) Computerized handling of data.
Differences in approaches
GE Whirlpool
(i) Absence of imaging technology. GE (i) Presence of imaging technology.
was contemplating incorporating
graphics and using a graphical user
interface in the future, but hadn’t yet
adopted them.
(ii) Absence of expert system.
(ii) Presence of expert system.
As a consumer, I would prefer to deal with Whirlpool system as it has got an inbuilt expert system. An expert
system is a knowledge-based information system that uses knowledge about a specific area to act as expert
consultant to users. Such a system usually makes use of Artificial Intelligence (AI) whose major thrust is
development of computer functions associated with human intelligence, such as reasoning, learning and problem
solving.
In case of Whirlpool, an expert system from Aion Corp was used to help diagnose the problems, which speeded up
the process and brought in more efficiency.
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3. The advantages provided by expert system technology in case of Whirlpool were as follows:
(i) It helped service representatives diagnose the problems and accordingly troubleshoot them, thus speeding
up the process and bringing in more efficiency.
(ii) It improved customer service and satisfaction.
(iii) It saved Whirlpool $4 to $6 million annually.
(iv) It won Whirlpool an award from the American Association for Artificial Intelligence for its AI system.
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4. The American Express’s system inputs are as follows:
(i) Information regarding type and amount of purchase.
(ii) Information regarding the purchaser.
(iii) Information regarding the retailer.
(iv) Storage of entire receipt as a complete image.
(v) Customer signatures.
The American Express’s system outputs are as follows:
(i) Customer’s receipts.
(ii) Customer’s bills, like Enhanced Country Club bill and others in case of the new system.
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5. The accuracy in data processing is very important in a transaction processing system, like that of American
Express. So, the financial information is compared at several steps to the information on the scanned receipts to
ensure that no mistakes are committed.
The other competitive advantages that the new system might provide for American Express are as under:
(i) Increased customer satisfaction because of a more convenient bill, which was easier to read, understand, file
and store.
(ii) Enhanced sales because of increased customer satisfaction.
(iii) Providing convenient bills to customers might be used as the USP of American Express.
(iv) A paradigm shift in the way of doing credit-card business by introducing the bill concept, in which customers
were required to pay money.
(v) Less transaction processing time.
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6. The advantages that MetNet gains by consolidating its four main activities are as follows:
(i) Greater integration across the separate departments within the museum because of sharing a common
database.
(ii) Enabling the 19 curatorial departments to exchange information with merchandising, retail operations and
endowments areas.
(iii) Gathering of up-to-date relational data from a number of sources by the employees.
(iv) Helping employees to make informed and quick decisions regarding merchandising, exhibits, membership
drives and endowments.
(v) Doing away with data redundancy.
(vi) Enhanced data security.
(vii) Easier updation and maintenance of data.
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7. With a network of 2,000 desktops, the network management problems that are likely to arise are as follows:
(i) Excess data traffic.
(ii) Loss of data during transmission.
(iii) Difficulty in maintaining data integrity.
(iv) Chances of data inconsistency.
(v) Increased chances of virus attacks.
They can be handled cost effectively when people are scattered across 20 buildings, in the following ways:
(i) Convert the entire system into a client-server setup.
(ii) Connect all the 20 buildings on a single LAN or WAN.
(iii) Do away with the old mainframe-based system.
(iv) The right step was taken in rewiring the museum with fibre optic cable.
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Section C: Applied Theory
8. The salient features of a Management Information System are as follows:
Management oriented
MIS is developed to increase organizational efficiency. Therefore, they need to focus on the requirements of the

managers and the overall objective of the organization.
Management directed
Management information systems can be costly and time consuming. Hence, it is important that the top
management understand their importance in increasing organizational efficiency which would lead to quicker
implementation.
Integrated systems
MIS is based on five factors. viz., men, money, material, machines and methods. An MIS is a combination of
subsystems. Hence, it is important that MIS be viewed as an integrated system that is a combination of functional
and activity subsystems.
Common data flow
Activities such as data gathering, storage, retrieval and data capturing are performed only once and data is
collected from the original source. By establishing a common data flow, the system tries to minimize data
processing and maximize output generation. Such integration would help in building an effective management
information system.
Heavy planning element
The implementation of an MIS requires meticulous planning and design and implementation. The system should
be designed such that there is perfect synchronization between hardware, software, data processing, information
presentation and feedback.
Subsystem concept
MIS consists of several subsystems that interact with each other and perform specialized tasks that may be
integrated into the total system. For convenience the organization can have a hierarchy of subsystems that clearly
represents the relationship between subsystems and their relationship with the total system.
Common database
Common database acts as an integrator between the different functional subsystems in the organization. Common
database permits access to different tables by different functional subsystems. Since data requirements are
different for different levels of management, the system supports one or more databases.
Flexibility
MIS is flexible and can be modified easily. Moreover, computerization is also simple because of the structure and
comprehensive nature of the system.
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9. The pre-requisites of a successful EIS implementation are the following:
Find an appropriate project leader
The EIS systems are successful when at least one person in the senior management agrees with the project leader.
It is not necessary for the project-head to understand the technicalities of the system. But it is vital for him to
understand management requirements, their work styles and current channels of obtaining information.
Deliver a simple prototype quickly
The quality of an EIS is judged by its user-friendliness and the relevance of the information presented. A simple
prototype should be prepared and delivered quickly providing information on key issues. An effective EIS is one
that is designed on the basis of executive requirements.
Involve the IS Department
Most of the managers make the mistake of not consulting the IS department when using expert systems. This may
hamper the effectiveness of decisions since managers may have omitted some vital and relevant information. The
IS personnel know best where to find relevant information. Hence, it’s necessary that the managers take their help
while making plans and decisions.
The guidelines for preparing an effective EIS are as under:
• The information included in the EIS should be easy to collect and understand. Moreover, it should be
available readily since managers cannot waste time searching for information.
• The information represented in the EIS should reflect organizational objectives in areas of productivity,
resource management, quality and customer service.
• The variables should be free from bias. All executives should be given due credit for their contribution.
• EIS should foster team-work and cooperation while creating healthy competition to achieve organizational
goals.
• The information stored in EIS should be available to everyone in the organization.
• The system should be flexible so that changes can be incorporated easily.
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