Management Information Systems: Managing the Digital Firm,

Front Cover
Title Page
Copyright Page
About the Authors
Brief Contents
Complete Contents
Preface
Acknowledgments
Part One Organizations, Management, and the Networked Enterprise
	Chapter 1 Information Systems in Global Business Today
		Opening Case: Premier League: the Power of It Analytics
			1-1 How are information systems transforming
business, and why are they so essential for
running and managing a business today?
				How Information Systems are Transforming Business
				What’s New in Management Information Systems?
				Interactive Session | Management Can You Run the Company with Your Iphone?
				Globalization Challenges and Opportunities: A Flattened World
				The Emerging Digital Firm
				Strategic Business Objectives of Information Systems
			1-2 What is an information system? How does it work? What are its management, organization, and technology components? Why are complementary assets essential for ensuring that information systems provide genuine value for organizations?
				What Is an Information System?
				Dimensions of Information Systems
				Interactive Session | Technology Digital Transformation of Healthcare at Singapore’s Juronghealth Services
				It Isn’t Just Technology: A Business Perspective on Information Systems
				Complementary Assets: Organizational Capital and the Right Business Model
			1-3 What academic disciplines are used to study information systems, and how does each contribute to an understanding of information systems?
				Technical Approach
				Behavioral Approach
				Approach of This Text: Sociotechnical Systems
			1-4 How Will Mis Help My Career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-on MIS Projects
			Collaboration and Teamwork Project
			Case Study: Changes in the Financial Industry: Adyen and Fintech
			References:
	Chapter 2 Global E-Business and Collaboration
		Opening Case: Enterprise Social Networking Helps Sanofi Pasteur Innovate and Improve Quality
			2-1 What are business processes? How are they related to information
systems?
				Business Processes
				How Information Technology Improves Business Processes
			2-2 How do systems serve the different management groups in a business,
and how do systems that link the enterprise improve organizational
performance?
				Systems for Different Management Groups
				Systems for Linking the Enterprise
				Interactive Session | Organizations How City Football Group and SAP Manage
a Winning Combination
				E-business, E-commerce, and E-government
			2-3 Why are systems for collaboration and social business so important,
and what technologies do they use?
				What Is Collaboration?
				What Is Social Business?
				Business Benefits of Collaboration and Social Business
				Building a Collaborative Culture and Business Processes
				Tools and Technologies for Collaboration and Social Business
				Interactive Session | Technology Collaborating the Glasscubes Way
			2-4 What is the role of the information systems function in a business?
				The Information Systems Department
				Organizing the Information Systems Function
			2-5 How Will Mis Help My Career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-on MIS Projects
			Collaboration and Teamwork Project
			Case Study: Can a Rugby Union Teach Businesses How to Turn Customers into
Supporters?
			References:
	Chapter 3 Information Systems, Organizations, and Strategy
		Opening Case: Tate & Lyle Devise a Global IT Strategy
			3-1 Which features of organizations do managers need to know about to build and use information systems successfully?
				What Is an Organization?
				Features of Organizations
			3-2 What is the impact of information systems on organizations?
				Economic Impacts
				Organizational and Behavioral Impacts
				The Internet and Organizations
				Implications for the Design and Understanding of Information Systems
			3-3 How do Porter’s competitive forces model, the value chain model,
synergies, core competencies, and network economics help companies
develop competitive strategies using information systems?
				Porter’s Competitive Forces Model
				Information System Strategies for Dealing with Competitive Forces
				Interactive Session | Organizations Will AI Replace Managers?
				The Internet’s Impact on Competitive Advantage
				The Business Value Chain Model
				Interactive Session | Technology Singapore as a Smart Nation
				Synergies, Core Competencies, and Network-based Strategies
			3-4 What are the challenges posed by strategic information systems, and
how should they be addressed?
				Sustaining Competitive Advantage
				Aligning It with Business Objectives
				Managing Strategic Transitions
			3- 5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study: Offline, Online, and Back: The Evolution of the UK Grocery Market
			References:
	Chapter 4 Ethical and Social Issues in Information Systems
		Opening Case: Are Cars Becoming Big Brother on Wheels?
			4-1 What ethical, social, and political issues are raised by information systems
				A Model for Thinking about Ethical, Social, and Political Issues
				Five Moral Dimensions of the Information Age
				Key Technology Trends that Raise Ethical Issues
			4-2 What specific principles for conduct can be used to guide ethical decisions?
				Basic Concepts: Responsibility, Accountability, and Liability
				Ethical Analysis
				Candidate Ethical Principles
				Professional Codes of Conduct
				Some Real-World Ethical Dilemmas
			4-3 Why do contemporary information systems technology and the Internet pose challenges to the protection of individual privacy and intellectual property?
				Information Rights: Privacy and Freedom in the Internet Age
				Property Rights: Intellectual Property
			4-4 How have information systems affected laws for establishing accountability and liability and the quality of everyday life?
				Computer-Related Liability Problems
				System Quality: Data Quality and System Errors
				Quality of Life: Equity, Access, and Boundaries
				Interactive Session | Organizations Will AI Kill Jobs?
					Health Risks: RSI, CVS, and Cognitive Decline
				Interactive Session | Technology Volkswagen Pollutes Its Reputation with Software to Evade Emissions Testing
			4-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-on MIS Projects
			Collaboration and Teamwork Project
			Case Study: Facebook Privacy: Your Life for Sale
			References
Part Two Information Technology Infrastructure
	Chapter 5 IT Infrastructure and Emerging Technologies
		Opening Case: Southeast Asia’s Grab Leverages Information Technology to Enhance Its Services
			5-1 What is IT infrastructure, and what are the stages and drivers of IT infrastructure evolution?
				Defining IT Infrastructure
				Evolution of IT Infrastructure
				Technology Drivers of Infrastructure Evolution
			5-2 What are the components of IT infrastructure?
				Computer Hardware Platforms
				Operating System Platforms
				Enterprise Software Applications
				Data Management and Storage
				Networking/telecommunications Platforms
				Internet Platforms
				Consulting and System Integration Services
			5-3 What are the current trends in computer hardware platforms?
				The Mobile Digital Platform
				Consumerization of IT and BYOD
				Interactive Session | Technology Open Source Innovation: The New Competitive Advantage
					Quantum Computing
					Virtualization
					Cloud Computing
				Interactive Session | Organizations Glory Finds Solutions in the Cloud
					Edge Computing
					Green Computing
					High-Performance and Power-Saving Processors
			5-4 What are the current computer software platforms and trends?
				Linux and Open Source Software
				Software for the Web: Java, HTML, and HTML5
				Web Services and Service-Oriented Architecture
				Software Outsourcing and Cloud Services
			5-5 What are the challenges of managing IT infrastructure and management solutions?
				Dealing with Platform and Infrastructure Change
				Management and Governance
				Making Wise Infrastructure Investments
			5-6 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study: Is BYOD Good for Business?
			References
	Chapter 6 Foundations of Business Intelligence: Databases and Information Management
		Opening Case: Data Management Enables Smarter Energy Generation in Australia
			6-1 What are the problems of managing data resources in a traditional file environment?
				File Organization Terms and Concepts
				Problems with the Traditional File Environment
			6-2 What are the major capabilities of database management systems (DBMS), and why is a relational DBMS so powerful?
				Database Management Systems
				Capabilities of Database Management Systems
				Designing Databases
				Non-relational Databases, Cloud Databases, and Blockchain
			6-3 What are the principal tools and technologies for accessing information from databases to improve business performance and decision making?
				The Challenge of Big Data
				Business Intelligence Infrastructure
				Interactive Session | Technology Societe Generale Builds an Intelligent System to Manage Information Flow
					Analytical Tools: Relationships, Patterns, Trends
					Databases and the Web
			6-4 Why are information policy, data administration, and data quality assurance essential for managing the firm’s data resources?
				Establishing an Information Policy
				Ensuring Data Quality
				Interactive Session | Organizations Data-Driven Policing Goes Global
			6-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study: How Reliable Is Big Data?
			References
	Chapter 7 Telecommunications, the Internet, and Wireless Technology
		Opening Case: Alibaba: Redefining Traditional Retailing
			7-1 What are the principal components of telecommunications networks and key networking technologies?
				Networking and Communication Trends
				What Is a Computer Network?
				Key Digital Networking Technologies
			7-2 What are the different types of networks?
				Signals: Digital Versus Analog
				Types of Networks
				Transmission Media and Transmission Speed
			7-3 How do the Internet and Internet technology work, and how do they support communication and e-business?
				What Is the Internet?
				Internet Addressing and Architecture
				Interactive Session | Organizations The Global Battle over Net Neutrality
					Internet Services and Communication Tools
				Interactive Session | Management Singapore Shuts Down 2G Network
					The Web
			7-4 What are the principal technologies and standards for wireless networking, communication, and Internet access?
				Cellular Systems
				Wireless Computer Networks and Internet Access
				RFID and Wireless Sensor Networks
			7-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study: Google, Apple, and Facebook Battle for Your Internet Experience
			References:
	Chapter 8 Securing Information Systems
		Opening Case: Cyberattacks in the Asia-Pacific Target the Weakest Link: People
			8-1 Why are information systems vulnerable to destruction, error, and abuse?
				Why Systems are Vulnerable
				Malicious Software: Viruses, Worms, Trojan Horses, and Spyware
				Hackers and Computer Crime
				Internal Threats: Employees
				Software Vulnerability
			8-2 What is the business value of security and control?
				Legal and Regulatory Requirements for Electronic Records Management
				Interactive Session | Technology Meltdown and Spectre Haunt the World’s Computers
					Electronic Evidence and Computer Forensics
			8-3 What are the components of an organizational framework for security and control?
				Information Systems Controls
				Risk Assessment
				Security Policy
				Disaster Recovery Planning and Business Continuity Planning
				The Role of Auditing
			8-4 What are the most important tools and technologies for safeguarding information resources?
				Identity Management and Authentication
				Firewalls, Intrusion Detection Systems, and Anti-malware Software
				Securing Wireless Networks
				Encryption and Public Key Infrastructure
				Securing Transactions with Blockchain
				Ensuring System Availability
				Security Issues for Cloud Computing and the Mobile Digital Platform
				Interactive Session | Management Phishing for Money: Dangerous Emails
					Ensuring Software Quality
			8-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study: Information Security Threats and Policies in Europe
			References:
Part Three Key System Applications for the Digital Age
	Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications
		Opening Case: Warehouse Management at Norauto: Conversational Commerce
			9-1 How do enterprise systems help businesses achieve operational excellence?
				What are Enterprise Systems?
				Enterprise Software
				Business Value of Enterprise Systems
			9-2 How do supply chain management systems coordinate planning, production, and logistics with suppliers?
				Interactive Session | Management Physical Flow in Alibaba
					The Supply Chain
					Information Systems and Supply Chain Management
					Supply Chain Management Software
					Global Supply Chains and the Internet
					Business Value of Supply Chain Management Systems
			9-3 How do customer relationship management systems help firms achieve customer intimacy?
				What Is Customer Relationship Management?
				Customer Relationship Management Software
				Operational and Analytical CRM
				Business Value of Customer Relationship Management Systems
			9-4 What are the challenges that enterprise applications pose, and how are enterprise applications taking advantage of new technologies?
				Enterprise Application Challenges
				Interactive Session | Organizations Kenya Airways Flies High with Customer Relationship Management
					Next-Generation Enterprise Applications
			9-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study: Fast Fashion, Big Data, and Zara
			References:
	Chapter 10 E-commerce: Digital Markets, Digital Goods
		Opening Case: Uber Storms Europe. Europe Strikes Back.
			10-1 What are the unique features of e-commerce, digital markets, and digital goods?
				E-commerce Today
				The New E-commerce: Social, Mobile, Local
				Why E-commerce Is Different
				Key Concepts in E-commerce: Digital Markets and Digital Goods in a Global Marketplace
			10-2 What are the principal e-commerce business and revenue models?
				Types of E-commerce
				E-commerce Business Models
				Interactive Session | Organizations Deliveroo: Australian Food Delivery App
					E-commerce Revenue Models
			10-3 How has e-commerce transformed marketing?
				Behavioral Targeting
				Social E-commerce and Social Network Marketing
				Interactive Session | Management Socializing with Customers
			10-4 How has e-commerce affected business-to-business transactions?
				Electronic Data Interchange (EDI)
				New Ways of B2B Buying and Selling
			10-5 What is the role of m-commerce in business, and what are the most important m-commerce applications?
				Location-Based Services and Applications
				Other Mobile Commerce Services
			10-6 What issues must be addressed when building an e-commerce presence?
				Develop an E-commerce Presence Map
				Develop a Timeline: Milestones
			10-7 How Will MIS help my career?
				The Company
				Job Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
				Key Terms
				Review Questions
				Discussion Questions
				Hands-On MIS Projects
				Collaboration and Teamwork Project
				Case Study: An iDEAL Solution to the Single Online EU Market
				References:
	Chapter 11 Managing Knowledge and Artificial Intelligence
		Opening Case: Roche: Managing Diabetes with Big Data and Mobile Apps
			11-1 What is the role of knowledge management systems in business?
				Important Dimensions of Knowledge
				The Knowledge Management Value Chain
				Types of Knowledge Management Systems
			11-2 What are artificial intelligence (AI) and machine learning? How do businesses use AI?
				Evolution of AI
				Major Types of AI
				Expert Systems
				Machine Learning
				Neural Networks
				Genetic Algorithms
				Natural Language Processing, Computer Vision Systems, and Robotics
				Intelligent Agents
			11-3 What types of systems are used for enterprise-wide knowledge management, and how do they provide value for businesses?
				Enterprise Content Management Systems
				Locating and Sharing Expertise
				Learning Management Systems
			11-4 What are the major types of knowledge work systems, and how do they provide value for firms?
				Knowledge Workers and Knowledge Work
				Interactive Session | Management Singapore Sports Institute Uses Analytics for SEA Games
				Requirements of Knowledge Work Systems
				Examples of Knowledge Work Systems
				Interactive Session | Technology Will Robots Replace People in Manufacturing?
			11-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Csae Study GE Bets on the Internet of Things and Big Data Analytics
			References:
	Chapter 12 Enhancing Decision Making
		Opening Case: Eastspring: Targeted Enterprise System Building
			12-1 What are the different types of decisions, and how does the decision-making Process Work?
				Business Value of Improved Decision Making
				Types of Decisions
				The Decision-making Process
			12-2 How do information systems support the activities of managers and management decision making?
				Managerial Roles
				Real-World Decision Making
				High-Velocity Automated Decision Making
			12-3 How do business intelligence and business analytics support decision making?
				What Is Business Intelligence?
				The Business Intelligence Environment
				Business Intelligence and Analytics Capabilities
				Interactive Session | Technology Siemens Makes Business Processes More Visible
			12-4 How do different decision-making constituencies in an organization use business intelligence, and what is the role of information systems in helping people working in a group make decisions more efficiently?
				Decision Support for Operational and Middle Management
				Decision Support for Senior Management: Balanced Scorecard and Enterprise Performance Management Methods
				IInteractive Session | Management Fujitsu Selects a SaaS Solution to Simplify
the Sales Process
				Group Decision-Support Systems (GDSS)
			12-5 How will MIS help my career?
				The Company
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Csae Study Better for Business, Better for the Environment
			References:
Part Four Building and Managing Systems
	Chapter 13 Building Information Systems
		Opening Case: Building a Healthy Case-Management System
			13-1 How does building new systems produce organizational change?
				Systems Development and Organizational Change
				Interactive Session | Organizations Business Process Redesign at DP World
				Business Process Redesign
			13-2 What are the core activities in the systems development process?
				Systems Analysis
				Systems Design
				Completing the Systems Development Process
			13-3 What are the principal methodologies for modeling and designing systems?
				Structured Methodologies
				Object-Oriented Development
				Computer-Aided Software Engineering
			13-4 What are alternative methods for building information systems?
				Traditional Systems Life Cycle
				Prototyping
				End-User Development
				Application Software Packages, Software Services, and Outsourcing
			13-5 What are new approaches for system building in the digital firm era?
				Rapid Application Development (RAD), Agile Development, and DevOps
				Component-based Development and Web Services
				Mobile Application Development: Designing for a Multiscreen World
			13-6 How will MIS help my career?
				The Company
				Position Description
				Interactive Session | Technology Systems Development Is Different for Mobile Apps
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Csae Study Hitachi Consulting Moves Human Resources to the Cloud
			References:
	Chapter 14 Managing Projects
		Al-asasyah Implements a Modern ERP Solution
			14-1 What are the objectives of project management, and why is it so essential in developing information systems?
				Runaway Projects and System Failure
				Project Management Objectives
			14-2 What methods can be used for selecting and evaluating information systems projects and aligning them with the firm’s business goals?
				Management Structure for Information Systems Projects
				Linking Systems Projects to the Business Plan
				Portfolio Analysis
				Scoring Models
			14-3 How can firms assess the business value of information systems?
				Information System Costs and Benefits
				Capital Budgeting for Information Systems
				Limitations of Financial Models
			14-4 What are the principal risk factors in information systems projects, and how can they be managed?
				Dimensions of Project Risk
				Change Management and the Concept of Implementation
				Controlling Risk Factors
				Designing for the Organization
				Project Management Software Tools
				Interactive Session | Management Hilti AG: Putting Things Together with New Project Management Tools
			14-5 How will MIS help my career?
				The Company
				Interactive Session | Technology Arup Moves Project Management to the Cloud
				Position Description
				Job Requirements
				Interview Questions
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Csae Study Pennsylvania’s Unemployment Compensation Modernization System: Unfinished Business
			References
	Chapter 15 Managing Global Systems
		Opening Case: The Bel Group: Laughing All the Way to Success
			15-1 What major factors are driving the internationalization of business?
				Developing an International Information Systems Architecture
				The Global Environment: Business Drivers and Challenges
				State of the Art
			15-2 What are the alternative strategies
for developing global businesses?
				Global Strategies and Business Organization
				Global Systems to Fit the Strategy
				Reorganizing the Business
			15-3 What are the challenges posed by global information systems and management solutions for these challenges?
				A Typical Scenario: Disorganization on a Global Scale
				Global Systems Strategy
				The Management Solution: Implementation
			15-4 What are the issues and technical alternatives to be considered when developing international information systems?
				Computing Platforms and Systems Integration
				Connectivity
				Software Localization
			15-5 How will MIS help my career?
				The Company
				Interactive Session | Technology The Global Internet Goes Multimedia
				Position Description
				Job Requirements
				Interview Questions
				Interactive Session | Management AbbVie Builds a Global Systems Infrastructure
				Author Tips
			Review Summary
			Key Terms
			Review Questions
			Discussion Questions
			Hands-On MIS Projects
			Collaboration and Teamwork Project
			Case Study Acquisition of Souq.com: Amazon’s Entry into the Middle East
			References:
Glossary
Indexes
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