GSEB Class 11 Organization of Commerce and Management Solutions Chapter 4 Communication, E-Commerce and Outsourcing

1. Select the Correct Alternative and Write Answers to the Following Questions:

 

Question 1. By which process the customer is provided the facility of purchase and sell by the bid of the cost of the product?
(A) Business by customer
(B) Business by business
(C) Customer to customer
(D) Business by customer
Answer: (A) Business by customer
In simple words: The process where a business directly sells to a customer, letting them bid on product costs, is known as business by customer. This model often focuses on direct sales to end-users.

Exam Tip: Remember the core relationship in each e-commerce model (B2C, B2B, C2C, C2B) to correctly identify the type of transaction described.

 

Question 2. The railway tickets are available from any place that is known as which type of Network?
(A) Enterprise Wan
(B) LAN
(C) MAN
(D) CAN
Answer: (A) Enterprise Wan
In simple words: Railway tickets can be bought from anywhere because the system uses an Enterprise Wide Area Network (WAN). This network allows broad access across many locations, unlike smaller local networks.

Exam Tip: Understand the geographical scope of different network types (LAN, MAN, WAN) to determine the most suitable option for widespread services like railway ticketing.

 

Question 3. The business units allot their works to the outside institution that is known as?
(A) E-commerce
(B) Outsourcing
(C) E-mail
(D) Net-banking
Answer: (B) Outsourcing
In simple words: When businesses give some of their tasks or operations to another company, it is called outsourcing. This helps them focus on their main activities.

Exam Tip: Outsourcing involves delegating specific business functions to external providers, which is different from e-commerce (online transactions) or communication tools (e-mail).

 

Question 4. The process by which the whole process of knowledge is created in the mind of a person is known as?
(A) Message
(B) Information broadcasting
(C) E-mail
(D) Network
Answer: (A) Message
In simple words: The basic way knowledge forms in someone's mind is by receiving a message. Messages carry the core information that helps us learn new things.

Exam Tip: Consider the most fundamental element required for knowledge transfer. While other options relate to communication, a "message" is the core unit of information that initiates knowledge creation.

 

Question 5. To type the message on computer screen and do communication with the help of computer by the medium of internet - that activity is known as?
(A) E-commerce
(B) Fax
(C) Internet
(D) E-mail
Answer: (D) E-mail
In simple words: Sending messages typed on a computer screen using the internet is known as e-mail. It's a popular way to communicate digitally.

Exam Tip: Distinguish between the internet (the global network) and specific applications that use it, such as e-mail (for sending messages) or e-commerce (for online trading).

 

Question 6. The commercial transaction and distribution which is done by the help of electronic machine and medium is known as?
(A) Intranet
(B) E-commerce
(C) E-mail
(D) Internet
Answer: (B) E-commerce
In simple words: Commercial activities, like buying and selling, that use electronic tools and the internet are called e-commerce. It makes business dealings digital.

Exam Tip: E-commerce specifically refers to commercial transactions conducted electronically, distinguishing it from general electronic communication (e-mail) or network types (intranet, internet).

 

Question 7. What is known as the 'super highway' of the information?
(A) Internet
(B) Banking service
(C) E-commerce
(D) Outsourcing
Answer: (A) Internet
In simple words: The internet is often called the "super highway of information" because it provides a vast and fast way to access and share data globally. It's like a huge road system for information.

Exam Tip: The term "information superhighway" highlights the internet's role as a primary, extensive, and rapid medium for information exchange, distinct from specific services or business practices.

 

2. Answer the Following Questions in One Sentence Each:

 

Question 1. What is communication?
Answer: Communication involves the process of giving or getting information, either through spoken words, written text, or non-verbal cues. It is how people share ideas.
In simple words: Communication is when people share information using words or actions.

Exam Tip: Define communication by emphasizing the exchange of information and mention both verbal and non-verbal forms for a complete answer.

 

Question 2. What is Enterprise WAN?
Answer: An enterprise WAN is a wide area network designed for very large companies or corporate entities, connecting users located anywhere in the world and often called an 'intranet'. For instance, Indian Railways links all its computers across India through an enterprise WAN or intranet.
In simple words: An Enterprise WAN is a big computer network for large companies, connecting all their offices around the world.

Exam Tip: When defining Enterprise WAN, highlight its purpose (for large companies), its scope (wide geographical area), and its function (connecting users globally or across a nation).

 

Question 3. What is computer network?
Answer: A computer network is formed when a group of computers are connected together to share information and resources efficiently. This connection helps them work together.
In simple words: A computer network is many computers linked together to share information and resources.

Exam Tip: Key elements to include are "group of computers connected" and "purpose of sharing information and resources."

 

Question 4. Give full-form of www
Answer: The full form of WWW is World Wide Web.
In simple words: WWW means World Wide Web.

Exam Tip: Always capitalize each word in acronyms like WWW for correct representation.

 

Question 5. How the payment of money in E-Commerce is made?
Answer: In e-commerce, payments can be made using various methods such as cash on delivery (COD), cheques, credit and debit cards, net-banking, and digital cash. These options offer flexibility for buyers.
In simple words: E-commerce payments use cash on delivery, cheques, cards, net-banking, or digital cash.

Exam Tip: List a diverse range of payment methods accepted in e-commerce, showing a comprehensive understanding of online transaction options.

 

Question 6. What is Hacking?
Answer: Hacking refers to stealing personal data from individuals or organizations on the internet, often for amusement or for a specific goal. It is an unauthorized intrusion.
In simple words: Hacking is secretly taking personal data from computers over the internet, sometimes for fun or a specific purpose.

Exam Tip: When defining hacking, emphasize both the unauthorized access aspect and the common motivations (fun or objective) behind it.

 

3. Answer the Following Questions in Short:

 

Question 1. Give meaning of Internet.
Answer: The internet is a global computer network that offers many information and communication tools, made up of interconnected networks. Alternatively, "Internet" can be technically defined as a global computer network that provides a variety of information and communication facilities, consisting of interconnected networks. The word 'internet' comes from 'interconnection' and 'network'. 'Inter' means internal, and 'interconnection' refers to being connected together. A 'network' is a group of computers linked to share information and resources. When computers are connected for sharing information and resources, it's called a network or a computer network. Building such a network needs various computer hardware and software. The connected computers can be in the same room, different rooms, offices, or even different places across the world. Thus, the network area covers all computers, whether near or far, or even across continents. In this context, the internet can be described as a network of all networks; no single entity owns it. Everyone shares it, but several organizations manage these networks so people can access them. The internet is a global network connecting millions of computers, with over 190 countries linked for data exchange. In earlier times, internet access used telephone lines. However, today, many private companies have set up their own communication systems using fiber optics and satellite links to provide internet services. These companies are known as Internet Service Providers (ISPs). We can share text, pictures, audio, video, and numerical data through the internet.
In simple words: The internet is a huge, global computer network that lets people share information and talk to each other. It connects many smaller networks worldwide.

Exam Tip: For a comprehensive answer, define the internet as a global network, explain its components (interconnected networks), and mention its uses (information, communication, sharing various data types).

 

Question 2. Give meaning of E-Commerce.
Answer: Electronic commerce, or e-commerce, involves buying and selling goods and services, or sending funds electronically over the internet. To conduct e-commerce transactions, one needs to use various digital tools such as computer networks, the internet, e-mail, internet banking, and credit or debit cards.
In simple words: E-commerce means buying and selling things or sending money online using the internet.

Exam Tip: A clear definition of e-commerce must include "buying and selling goods and services" and "electronically over the internet." Additionally, mentioning some essential tools for e-commerce transactions adds value.

 

Question 3. Give meaning of Outsourcing.
Answer: Outsourcing or business process outsourcing happens when a company or individual transfers some of their processes or tasks to another company or a specialized group. This allows them to focus on core operations.
In simple words: Outsourcing is when a company gives some of its work to another company to do.

Exam Tip: When defining outsourcing, emphasize the transfer of processes or work to an external entity and the contractual basis of this arrangement.

 

Question 4. Explain the requirement of Business Process Outsourcing (BPO).
Answer: Business Process Outsourcing (BPO) occurs when a company gives its business activities or processes to another company based on a contract. For instance, a company might outsource call center tasks or data entry to lower its expenses. Outsourcing has become very popular lately because skilled human resources are available at very affordable rates in densely populated countries like India and China. Many foreign companies establish their call centers in these countries to provide sales, after-sales service, and online technical support to their customers.
Need of BPO:

• Cost-cutting: Companies outsource activities like billing, data entry, and marketing surveys to save on infrastructure setup and other costs.
• Focus on principal activities of company: By outsourcing some tasks, senior employees and managers can concentrate better on the business's main activities.
• Benefit of efficiency: Outsourcing to a specialized company allows a business to gain from that unit's vast experience and efficiency. It might be challenging or even impossible for the business to perform such outsourced work with the same efficiency and expertise on its own.
• To cater the dynamic demand: As nations grow, customer expectations and demands keep changing. It might not be possible to meet these expectations internally, so outsourcing certain tasks becomes important. For example, in the past, companies did not have large customer-care centers, which are now vital due to increased online sales and market expansion.
• Increased benefits: Businesses can outsource certain tasks to their subordinates to focus more on crucial activities like increasing sales, developing new products, expanding the business, and better serving customers to increase profits.

In simple words: Companies need BPO to save money, focus on their main work, get better results from experts, handle changing customer needs, and gain more overall benefits.

Exam Tip: When explaining BPO requirements, provide reasons such as cost reduction, improved focus on core competencies, access to specialized expertise, and handling dynamic customer demands. Use clear headings for each point.

 

Question 5. Write the meaning of Knowledge Process Outsourcing (KPO).
Answer: Knowledge Process Outsourcing (KPO) is a type of outsourcing where work related to knowledge and information is given to another company or a subsidiary department within the same company.

• KPO involves processes and services that need advanced and high-level skills, which a company might require for its growth.
• For example, a company might outsource activities like Research and Development (R&D), Legal services, or analytical work.

In simple words: KPO means giving away knowledge-based tasks to another company or a special part of your own company, often for complex work like research or legal tasks.

Exam Tip: Distinguish KPO from BPO by highlighting that KPO specifically involves knowledge-intensive tasks requiring advanced skills, often related to core business growth rather than just operational efficiency.

 

4. Answer the Following Questions in Brief:

 

Question 1. Explain the steps of Communication Process.
Answer: Communication involves sharing information and processing it. Here is an example of how information can be shared between two people for communication purposes. This example shows how communication happens between two people when one person wants to know about the availability of a bus from Rajkot to Vadodara.

In simple words: Communication happens in steps: first, you think of a message, then you pick a way to send it (like a phone call), you send it, the other person gets it, and finally, they understand what you mean.

Exam Tip: When explaining the communication process, list and briefly describe each step (formation, medium selection, sending, receiving, interpretation) and consider using a simple example to illustrate each stage clearly.

 

Question 2. Explain the four main types of Computer net.
Answer: A computer network is created when a group of computers connect to share information and resources. Here are the four main types of computer networks:
1. Local Area Network (LAN): A LAN is a computer network that links computers within a small area, like a single room, an office, or a school.
2. Campus Area Network (CAN): A CAN is a computer network that connects computers within a specific geographical area, such as a college campus or an industrial complex.

• A CAN often consists of two or more LANs.

3. Metropolitan Area Network (MAN): A MAN is a computer network that connects computers throughout an entire city.
4. Wide Area Network (WAN): A WAN is a computer network that spans a very large geographical distance, much larger than a LAN, CAN, or MAN. Computers under a WAN are connected globally using telephone lines, fiber optic cables, or satellite links.

• The internet can be considered the largest WAN in the world.

WAN is further divided into two types:
(A) Enterprise WAN: This is a wide area network designed for very large companies or corporate entities. It connects users who could be anywhere globally. This kind of system is sometimes called an 'intranet'. For example, Indian Railways connects all its computers across India through an enterprise WAN or intranet.
(B) Global WAN (or GAN): A Global WAN is a network without geographical limits, spreading across various countries and even continents. It is a collective network of networks from different organizations and is also known as the World Wide Web (WWW).
In simple words: The four main types of computer networks are LAN (small areas), CAN (campuses), MAN (cities), and WAN (wide areas like countries or the world). WANs can be for a large company (Enterprise WAN) or globally connecting everyone (Global WAN).

Exam Tip: When explaining computer network types, describe the geographical scope of each (LAN, CAN, MAN, WAN) and provide key characteristics or examples for better understanding. Mentioning the sub-types of WAN (Enterprise and Global) adds depth.

 

Question 3. Explain the function of the three major types of Internet.
Answer: The internet allows for several major types of tasks:
1. Contact other persons:

• The internet helps people communicate with anyone worldwide using e-mail and social networking sites like Facebook, Twitter, and others.
• We can also talk with people globally through internet chats and calls.

2. Receiving information:

• Using the internet, we can easily and quickly search for and get information on any subject or topic. We can visit websites like Google and Yahoo to find any information we want.

3. Connecting other computer systems:

• Through the internet, we can connect with other computer networks and systems. For example:
• We can access banking networks through banking websites.
• We can get railway tickets online.
• The Gujarat State Education Board uses CCTV cameras connected via the internet to monitor students and prevent issues.

In simple words: The internet mainly helps us talk to people, find information, and connect with other computer systems for various tasks like banking or getting tickets.

Exam Tip: Focus on the main functionalities of the internet: communication, information retrieval, and system connectivity. Provide a brief example for each function to make your explanation clear and practical.

 

Question 4. Give the name of tools required for successful implementation of E-commerce.
Answer: For successful e-commerce implementation, the necessary tools include a website, a computer with internet connectivity, and credit and debit cards. These tools facilitate online transactions.
In simple words: E-commerce needs a website, an internet-connected computer, and credit or debit cards to work well.

Exam Tip: List the essential components for e-commerce, ensuring you cover both the digital platform (website, internet) and the payment methods (cards).

 

Question 5. Write Short Note : 1. Digital Cash
Answer: Digital cash is a system for purchasing cash credit from banks, storing this credit in banking software on your computer, and spending it electronically over the internet. In this sense, digital cash is called e-currency and exists only in the cyber space, which is the digital world.

• Digital cash is not physical money as we typically see it.
• Customers pay real physical money to the bank to buy digital cash. The bank then gives the buyer e-cash, or digital cash, in the form of credit. Banks also provide the software buyers need to install on their computers to make online payments.

In simple words: Digital cash is like virtual money you buy from a bank and keep on your computer to spend online. It's not real coins or notes.

Exam Tip: When explaining digital cash, clarify that it's a credit-based system, not physical currency, and highlight its use in online transactions facilitated by banking software.

 

Question 5. 2. Safety and security of transactions
Answer: Unlike traditional trade, online trade carries significant risks. These risks can be divided into three parts:
1. Risks of wrong transaction
2. Risk of data getting stolen
3. Risk of intellectual wealth and privacy
We can protect ourselves from these risks in the following ways:
1. Security against risks of wrong transaction: Sometimes the seller might claim the customer didn't place an order, so the item wasn't sent. Other times, the customer might deny placing an order even though they did. Online sales also face complaints such as customers receiving poor quality or defective products.
Safety measure:

• The seller should check the customer's identity and address when they complete the registration form.
• Customers should only purchase from trustworthy websites.
• The buyer's order history must be checked carefully.

2. Security against risk of data collection (data getting stolen): When shopping online, we share personal details like our name, address, and bank account information. There is a risk that this data could be stolen. Hackers might steal our data for fun or personal gain. Hackers and data thieves create computer programs called viruses and spread them on the internet. These viruses can enter our computers and steal data or damage computer processes. Viruses can disrupt the screen, stop the computer from working correctly, damage data files, and even harm the entire computer system.
Safety measures:

• One should have appropriate anti-virus software installed on the computer.
• One should avoid visiting unreliable websites.

3. Security against intellectual wealth and privacy: The internet is a public platform, meaning everyone worldwide can access it. Once information is put on the internet, it is publicly available. Therefore, one must be careful when sharing information online.
Safety measures:

• One should be careful when providing information such as e-mail, address, phone number, bank details, or passwords during online transactions.
• Information should only be provided when essential and only to reliable websites.

In simple words: Online transactions have risks like wrong orders, stolen data, and privacy issues. To stay safe, sellers should check buyer details, and buyers should use trusted sites with anti-virus software, and be careful what information they share online.

Exam Tip: When discussing safety and security, categorize the risks (wrong transactions, data theft, privacy) and provide specific safety measures for each, covering both seller and buyer responsibilities, and technical precautions like anti-virus software.

 

5. Answer the Following Questions in Detail:

 

Question 1. Explain the steps of the process of searching information on internet
Answer: It is quite simple to search for any information on the internet. Here are a few steps to search for information:
Step 1: Selecting a web browser:

• A web browser is a software application that allows us to search for information on the internet. Some popular web browsers include Google Chrome, Internet Explorer, and Mozilla Firefox.
• These browsers are also called search engines because they look up whatever we type into their search bar.
• Once your computer connects to the internet, open a browser installed on your computer, such as Firefox.

Step 2: Selecting a search engine
Type www.google.co.in either in the address bar or the search bar and press enter or click 'search'. The homepage of Google India will then open.
Step 3: Enter required information in search bar.

• Type the information you are looking for in the search bar. For example, if you want information about lions, type "lion" and press enter.
• The browser will then search all websites that contain information about lions and show you a list of those websites.

Step 4: Selecting a website
Click on the website you want to visit, and it will display information about lions.
Step 5: Obtain required information:

• You can now learn about lions on this website.
• If you wish to see different images of lions, click on 'images'. The search engine will then find and show all available images of lions.

Conclusion:
Following these steps, one can find any information on the internet. You can search for text, various types of images, audio, and video.
In simple words: To find something online, first open a web browser like Chrome or Firefox. Then, go to a search engine like Google and type what you want to find in the search box. Click on a website from the results to get the information you need. You can find text, pictures, sounds, and videos this way.

Exam Tip: Detail the steps for online information searching, starting from browser selection, using a search engine, entering queries, selecting results, and accessing information. This structured approach demonstrates a clear understanding of web navigation.

 

Question 2. Explain the scope of E-commerce services.
Answer: Scope (categories) of e-commerce services:
Based on the groups involved and the actions performed, e-commerce can be sorted into four main types. They are:
1. Business to Customer (B2C)
2. Business to Business (B2B)
3. Customer to Customer (C2C)
4. Customer to Business (C2B)

1. Business to Customer (B2C):

• In business to customer (B2C), a seller (or business owner) is on one side and buyers are on the other.
• The seller makes their website, places it online, and shows the products they offer for sale there.
• The customer looks at these items on the seller's site, and if they prefer them, they buy them directly from the website.
• After the seller gets the order, they send the item to the buyer without needing any middleman like a wholesaler or store.
• Businesses such as Amazon and Flipkart offer online shopping, which is a great instance of B2C.
• The B2C model is very common because it gives fast and simple buying and selling processes.

Online banking and train ticket reservations are also good illustrations.

2. Business to Business (B2B):

• In the B2B model, both sides are businesses; one business sells its item to another.
• For instance, a business owner might want to build a website for their clients or make flyers to promote their items. Conversely, another business specializes in making websites and flyers for other companies.
• When these two business people connect online, we term it a Business to Business (B2B) deal completed via e-commerce.
• In our rapidly changing world, businesses often rely on each other. They use B2B trading to get quicker and better outcomes.
• With B2B, suppliers, sellers, and other partners get in touch. Many businesses offer their services online to others, creating competition that leads to improved products and support. This boosts the effectiveness of daily business tasks such as handling supplies, tracking stock, and processing payments.

3. Customer to Customer (C2C):

• In C2C, one customer talks directly to another customer, with no middle person involved.
• Any person using the internet can be both a seller and a buyer.
• A prime example of C2C is e-bay.com. It's an online auction site where a customer (seller) can list an item, give its details, and let other interested customers (buyers) bid. The one who offers the most gets to purchase the item.
• Other instances include Olx.com and quicker.com, where a customer (seller) puts up item specifics they want to sell, and an interested customer (buyer) then buys it.

4. Customer to Business (C2B):

• In the C2B model, a consumer - such as an individual with a service or product - sells it to businesses. These companies then pay these customers for their work. For instance, a designer (who is a customer) might sell their designs to a clothing manufacturing firm.
• Because the customer is selling their item or service, they get to set its cost.

Other models in e-commerce:
If we view the government as an independent entity, we can also see these additional different types:
(A) Government to Business
(B) Government to Citizen
(C) Government to Government
In simple words: E-commerce means doing business online. It includes business to customer (B2C), business to business (B2B), customer to customer (C2C), and customer to business (C2B) models. These categories show how different groups interact when buying and selling goods or services over the internet.

Exam Tip: When explaining e-commerce scope, define each category (B2C, B2B, C2C, C2B) clearly and provide specific real-world examples to illustrate them effectively.

 

Question 3. Explain the steps of online transaction.
Answer: The steps for buying things online, from a customer's perspective, are explained here: For this, we suppose the customer has already looked at the item on the seller's site and wants to purchase it.

1. Registration:
To make a purchase, the buyer must first sign up on the seller's shopping platform or website.

• To achieve this, the buyer completes an online registration form found on the website. This process is called creating an account with the seller, or logging into the seller's site.
• The form will request the customer to input their personal information, such as their name, mailing address, and phone number.
• When completing the form, the customer also needs to make a password. This ensures that only the customer can log into their account. This helps protect the customer's account from unauthorized use.

2. Place an order:

• After the customer logs in, they can pick the item they want to get and then place an order.
• The customer chooses the item and puts it into their shopping cart. A shopping cart holds all the items the customer has picked and plans to purchase.
• After they have chosen all the items, they then move to the payment area.

3. Payment system:

• Depending on the seller's rules, they might let the customer pay for their items using methods like checks, credit/debit cards, online banking, Cash on Delivery (COD), or digital money.
• Once the seller gets the order and verifies payment, they send the item to the customer's location.

In simple words: Online transactions involve three main steps: first, registering and creating an account with the seller; second, choosing products and placing an order in the shopping cart; and third, making the payment using various online methods, after which the seller ships the item.

Exam Tip: List the steps of online transactions in a clear, logical order and explain each step with simple, actionable descriptions. Focus on the actions taken by both the customer and the seller.