Management Information Systems: Managing the Digital Firm

Cover......Page 1
Title Page......Page 2
Copyright Page......Page 3
About the Authors......Page 4
Brief Contents......Page 5
Complete Contents......Page 6
Business Cases And Interactive Sessions......Page 17
Preface......Page 19
PART ONE Organizations, Management, and the Networked Enterprise......Page 30
 Chapter 1 Information Systems in Global Business Today......Page 31
  Opening Case: Rugby Football Union Tries Big Data......Page 32
  1-1 How are information systems transforming business, and why are they so essential for running and managing a business today?......Page 34
   How Information Systems Are Transforming Business......Page 35
   What\'s New in Management Information Systems?......Page 36
   Interactive Session: Management The Mobile Pocket Office......Page 38
   Globalization Challenges and Opportunities: A Flattened World......Page 40
   The Emerging Digital Firm......Page 41
   Strategic Business Objectives of Information Systems......Page 42
   What Is an Information System?......Page 45
   Dimensions of Information Systems......Page 47
   Interactive Session: Technology Digital Transformation of Healthcare at Singapore\'s JurongHealth Services......Page 52
   It Isn\'t Just Technology: A Business Perspective on Information Systems......Page 53
   Complementary Assets: Organizational Capital and the Right Business Model......Page 55
   Technical Approach......Page 57
   Behavioral Approach......Page 58
   Approach of This Text: Sociotechnical Systems......Page 59
  Review Summary......Page 60
  Review Questions......Page 61
  Hands-On MIS Projects......Page 62
  Case Study: Are Farms Becoming Digital Firms?......Page 63
  References:......Page 67
 Chapter 2 Global E-business and Collaboration......Page 69
  Opening Case: Enterprise Social Networking Helps ABB Innovate and Grow......Page 70
   Business Processes......Page 72
   How Information Technology Improves Business Processes......Page 74
   Systems for Different Management Groups......Page 75
   Systems for Linking the Enterprise......Page 80
   Interactive Session: Organizations New Systems Help Plan International Manage Its Human Resources......Page 81
   E-business, E-commerce, and E-government......Page 85
   What Is Collaboration?......Page 86
   What Is Social Business?......Page 87
   Building a Collaborative Culture and Business Processes......Page 88
   Tools and Technologies for Collaboration and Social Business......Page 90
   Interactive Session: Technology Collaborating the Glasscubes Way......Page 92
  2-4 What is the role of the information systems function in a business?......Page 96
   The Information Systems Department......Page 97
   Organizing the Information Systems Function......Page 98
  Review Summary......Page 99
  Review Questions......Page 100
  Hands-On MIS Projects......Page 101
  Case Study: Social Business: Full Speed Ahead or Proceed with Caution?......Page 102
  References:......Page 105
 Chapter 3 Information Systems, Organizations, and Strategy......Page 107
  Opening Case: Tate & Lyle Devise a Global IT Strategy......Page 108
  3-1 Which features of organizations do managers need to know about to build and use information systems successfully?......Page 110
   What Is an Organization?......Page 111
   Features of Organizations......Page 113
   Economic Impacts......Page 118
   Organizational and Behavioral Impacts......Page 119
   Interactive Session: Management Can Technology Replace Managers?......Page 121
   Implications for the Design and Understanding of Information Systems......Page 123
   Porter\'s Competitive Forces Model......Page 124
   Information System Strategies for Dealing with Competitive Forces......Page 126
   The Internet\'s Impact on Competitive Advantage......Page 129
   The Business Value Chain Model......Page 130
   Interactive Session: Technology Smart Products, Smart Companies......Page 131
   Synergies, Core Competencies, and Network-Based Strategies......Page 135
   Sustaining Competitive Advantage......Page 139
   Aligning IT with Business Objectives......Page 140
  Review Summary......Page 141
  Review Questions......Page 142
  Hands-On MIS Projects......Page 143
  Collaboration and Teamwork Project......Page 144
  Case Study: Deutsche Bank: The Cost of Legacy Systems......Page 145
  References:......Page 148
 Chapter 4 Ethical and Social Issues in Information Systems......Page 151
  Opening Case: The Dark Side of Big Data......Page 152
  4-1 What ethical, social, and political issues are raised by information systems?......Page 154
   A Model for Thinking About Ethical, Social, and Political Issues......Page 156
   Key Technology Trends that Raise Ethical Issues......Page 157
  4-2 What specific principles for conduct can be used to guide ethical decisions?......Page 159
   Basic Concepts: Responsibility, Accountability, and Liability......Page 160
   Candidate Ethical Principles......Page 161
   Some Real-World Ethical Dilemmas......Page 162
   Information Rights: Privacy and Freedom in the Internet Age......Page 163
   Property Rights: Intellectual Property......Page 170
  4-4 How have information systems affected laws for establishing accountability and liability and the quality of everyday life?......Page 173
   Computer-Related Liability Problems......Page 174
   Quality of Life: Equity, Access, and Boundaries......Page 175
   Interactive Session: Technology Monitoring in the Workplace......Page 179
   Health Risks: RSI, CVS, and Cognitive Decline......Page 181
   Interactive Session: Organizations Are We Relying Too Much on Computers to Think for Us?......Page 182
  Review Summary......Page 184
  Review Questions......Page 185
  Hands-On MIS Projects......Page 186
  Case Study: Facebook Privacy: What Privacy?......Page 187
  References:......Page 191
PART TWO Information Technology Infrastructure......Page 192
 Chapter 5 IT Infrastructure and Emerging Technologies......Page 193
  Opening Case: EasyJet Flies High with Cloud Computing......Page 194
   Defining IT Infrastructure......Page 196
   Evolution of IT Infrastructure......Page 198
   Technology Drivers of Infrastructure Evolution......Page 202
  5-2 What are the components of IT infrastructure?......Page 207
   Computer Hardware Platforms......Page 208
   Enterprise Software Applications......Page 209
   Internet Platforms......Page 210
   The Mobile Digital Platform......Page 211
   Interactive Session: Technology Wearable Computers Change How We Work......Page 212
   Consumerization of IT and BYOD......Page 213
   Cloud Computing......Page 214
   Interactive Session: Organizations Glory Finds Solutions in the Cloud......Page 217
   Green Computing......Page 220
   Linux and Open Source Software......Page 221
   Software for the Web: Java, HTML, and HTML5......Page 222
   Web Services and Service-Oriented Architecture......Page 223
   Software Outsourcing and Cloud Services......Page 225
   Dealing with Platform and Infrastructure Change......Page 227
   Making Wise Infrastructure Investments......Page 228
  Review Summary......Page 231
  Key Terms......Page 232
  Hands-On MIS Projects......Page 233
  Collaboration and Teamwork Project......Page 234
  Case Study: BYOD: Business Opportunity or Big Headache?......Page 235
  References:......Page 238
 Chapter 6 Foundations of Business Intelligence: Databases and Information Management......Page 239
  Opening Case: BAE Systems......Page 240
  6-1 What are the problems of managing data resources in a traditional file environment?......Page 242
   File Organization Terms and Concepts......Page 243
   Problems with the Traditional File Environment......Page 244
   Database Management Systems......Page 246
   Capabilities of Database Management Systems......Page 249
   Designing Databases......Page 251
   Non-relational Databases and Databases in the Cloud......Page 254
   The Challenge of Big Data......Page 255
   Business Intelligence Infrastructure......Page 256
   Interactive Session: Organizations Data-Driven Crime Fighting Goes Global......Page 257
   Analytical Tools: Relationships, Patterns, Trends......Page 261
   Databases and the Web......Page 264
   Establishing an Information Policy......Page 265
   Ensuring Data Quality......Page 266
   Interactive Session: Management Societe Generale Builds an Intelligent System to Manage Information Flow......Page 268
  Review Summary......Page 269
  Key Terms......Page 270
  Hands-On MIS Projects......Page 271
  Case Study: Lego\'s Enterprise Software Spurs Growth......Page 273
  References:......Page 276
 Chapter 7 Telecommunications, the Internet, and Wireless Technology......Page 277
  Opening Case: Wireless Technology Makes Dundee Precious Metals Good as Gold......Page 278
   Networking and Communication Trends......Page 280
   What is a Computer Network?......Page 281
   Key Digital Networking Technologies......Page 283
   Types of Networks......Page 286
  7-3 How do the Internet and Internet technology work, and how do they support communication and e-business?......Page 288
   What is the Internet? 288 • Internet Addressing and Architecture......Page 289
   Interactive Session: Organizations The Battle over Net Neutrality......Page 292
   Internet Services and Communication Tools......Page 294
   Interactive Session: Management Monitoring Employees on Networks: Unethical or Good Business?......Page 297
   The Web......Page 299
   Cellular Systems......Page 307
   Wireless Computer Networks and Internet Access......Page 308
   RFID and Wireless Sensor Networks......Page 310
  Review Summary......Page 313
  Key Terms......Page 314
  Hands-On MIS Projects......Page 315
  Collaboration and Teamwork Project......Page 316
  Case Study: RFID Propels the Angkasa Library Management System......Page 317
  References:......Page 320
 Chapter 8 Securing Information Systems......Page 321
  Opening Case: Hackers Attack Singapore\'s Telecom Infrastructure......Page 322
   Why Systems are Vulnerable......Page 324
   Malicious Software: Viruses, Worms, Trojan Horses, and Spyware......Page 327
   Hackers and Computer Crime......Page 330
   Internal Threats: Employees......Page 334
   Software Vulnerability......Page 335
   Legal and Regulatory Requirements for Electronic Records Management......Page 336
   Electronic Evidence and Computer Forensics......Page 337
   Information Systems Controls......Page 338
   Risk Assessment......Page 339
   Interactive Session: Organizations Stuxnet and the Changing Face of Cyberwarfare......Page 340
   Security Policy......Page 342
   Disaster Recovery Planning and Business Continuity Planning......Page 343
  8-4 What are the most important tools and technologies for safeguarding information resources?......Page 344
   Identity Management and Authentication......Page 345
   Firewalls, Intrusion Detection Systems, and Antivirus Software......Page 347
   Encryption and Public Key Infrastructure......Page 349
   Ensuring System Availability......Page 351
   Security Issues for Cloud Computing and the Mobile Digital Platform......Page 352
   Ensuring Software Quality......Page 353
   Interactive Session: Technology BYOD: A Security Nightmare?......Page 354
  Review Summary......Page 355
  Key Terms......Page 356
  Review Questions......Page 357
  Hands-On MIS Projects......Page 358
  Case Study: Information Security Threats and Policies in Europe......Page 359
  References:......Page 362
PART THREE Key System Applications for the Digital Age......Page 364
 Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications......Page 365
  Opening Case: Alimentation Couche-Tard Competes Using Enterprise Systems......Page 366
  9-1 How do enterprise systems help businesses achieve operational excellence?......Page 368
   What are Enterprise Systems?......Page 369
   Enterprise Software......Page 370
   Business Value of Enterprise Systems......Page 371
   The Supply Chain......Page 372
   Information Systems and Supply Chain Management......Page 373
   Supply Chain Management Software......Page 374
   Global Supply Chains and the Internet......Page 376
   Business Value of Supply Chain Management Systems......Page 377
   What is Customer Relationship Management?......Page 378
   Interactive Session: Management Unilever Unifies Globally with Enhanced ERP......Page 379
   Customer Relationship Management Software......Page 382
   Operational and Analytical CRM......Page 384
   Interactive Session: Organizations DP World Takes Port Management to the Next Level with RFID......Page 386
   Enterprise Application Challenges......Page 388
   Next-Generation Enterprise Applications......Page 389
  Review Summary......Page 391
  Review Questions......Page 392
  Hands-On MIS Projects......Page 393
  Collaboration and Teamwork Project......Page 394
  Case Study: Customer Relationship Management Helps Celcom Become Number One......Page 395
  References:......Page 398
 Chapter 10 E-commerce: Digital Markets, Digital Goods......Page 399
  Opening Case: Uber Storms Europe: Europe Strikes Back......Page 400
  10-1 What are the unique features of e-commerce, digital markets, and digital goods?......Page 402
   E-commerce Today......Page 403
   The New E-commerce: Social, Mobile, Local......Page 404
   Why E-commerce is Different......Page 406
   Key Concepts in E-commerce: Digital Markets and Digital Goods in a Global Marketplace......Page 409
   E-commerce Business Models......Page 413
   E-commerce Revenue Models......Page 416
  10-3 How has e-commerce transformed marketing?......Page 418
   Behavioral Targeting......Page 419
   Social E-Commerce and Social Network Marketing......Page 423
   Interactive Session: Technology Getting Social with Customers......Page 425
   Electronic Data Interchange (EDI)......Page 427
   New Ways of B2B Buying and Selling......Page 428
  10-5 What is the role of m-commerce in business, and what are the most important m-commerce applications?......Page 430
   Location-Based Services and Applications......Page 431
   Interactive Session: Organizations Can Instacart Deliver?......Page 432
  10-6 What issues must be addressed when building an e-commerce presence?......Page 434
   Develop an E-Commerce Presence Map......Page 435
  Review Summary......Page 436
  Key Terms......Page 437
  Hands-On MIS Projects......Page 438
  Collaboration and Teamwork Project......Page 439
  Case Study: Walmart and Amazon Duke It Out for E-commerce Supremacy......Page 440
  References:......Page 443
 Chapter 11 Managing Knowledge......Page 445
  Opening Case: Fiat: Real Time Management with Business Intelligence......Page 446
  11-1 What is the role of knowledge management systems in business?......Page 448
   Important Dimensions of Knowledge......Page 449
   The Knowledge Management Value Chain......Page 450
   Types of Knowledge Management Systems......Page 453
   Enterprise Content Management Systems......Page 454
   Interactive Session: Organizations ECM in the Cloud Empowers New Zealand Department of Conservation......Page 455
   Learning Management Systems......Page 457
   Requirements of Knowledge Work Systems......Page 458
   Examples of Knowledge Work Systems......Page 459
   Capturing Knowledge: Expert Systems......Page 461
   Interactive Session: Technology Will Robots Replace People in Manufacturing?......Page 462
   Organizational Intelligence: Case-Based Reasoning......Page 465
   Fuzzy Logic Systems......Page 466
   Machine Learning......Page 468
   Intelligent Agents......Page 471
   Hybrid AI Systems......Page 472
  Review Summary......Page 473
  Review Questions......Page 474
  Hands-On MIS Projects......Page 475
  Case Study: Knowledge Management and Collaboration at Tata Consulting Services......Page 476
  References:......Page 480
 Chapter 12 Enhancing Decision Making......Page 481
  Opening Case: Roche: Managing Diabetes with Big Data and Mobile Apps......Page 482
   Business Value of Improved Decision Making......Page 484
   Types of Decisions......Page 485
   The Decision-Making Process......Page 486
  12-2 How do information systems support the activities of managers and management decision making?......Page 487
   Managerial Roles......Page 488
   Real-World Decision Making......Page 489
   What is Business Intelligence?......Page 491
   The Business Intelligence Environment......Page 492
   Business Intelligence and Analytics Capabilities......Page 494
   Interactive Session: Technology Singapore Sports Institute Uses Analytics for SEA Games......Page 496
   Management Strategies for Developing BI and BA Capabilities......Page 500
   Interactive Session: Management Britain\'s National Health Service Jettisons Choose and Book System......Page 499
   Decision Support for Operational And Middle Management......Page 501
   Decision Support for Senior Management: Balanced Scorecard and Enterprise Performance Management Methods......Page 504
  Review Summary......Page 506
  Review Questions......Page 507
  Hands-On MIS Projects......Page 508
  Case Study: GE Bets on the Internet of Things and Big Data Analytics......Page 509
  References:......Page 513
PART FOUR Building and Managing Systems......Page 514
 Chapter 13 Building Information Systems......Page 515
  Opening Case: Angostura Builds a Mobile Sales System......Page 516
   Systems Development and Organizational Change......Page 518
   Business Process Redesign......Page 520
  13-2 What are the core activities in the systems development process?......Page 523
   Systems Analysis......Page 524
   Systems Design......Page 525
   Completing the Systems Development Process......Page 526
   Structured Methodologies......Page 529
   Object-Oriented Development......Page 531
  13-4 What are alternative methods for building information systems?......Page 533
   Traditional Systems Life Cycle......Page 534
   Prototyping......Page 535
   End-User Development......Page 536
   Application Software Packages, Software Services, and Outsourcing......Page 537
   Interactive Session: Organizations Fujitsu Selects a SaaS Solution to Simplify the Sales Process......Page 538
  13-5 What are new approaches for system building in the digital firm era?......Page 541
   Rapid Application Development (RAD), Agile Development, and DevOps......Page 542
   Mobile Application Development: Designing for A Multiscreen World......Page 543
   Interactive Session: Technology Developing Mobile Apps: What\'s Different......Page 545
  Review Summary......Page 546
  Review Questions......Page 548
  Hands-On MIS Projects......Page 549
  Collaboration and Teamwork Project......Page 550
  Case Study: ConAgra\'s Recipe for a Better Human Resources System......Page 551
  References:......Page 554
 Chapter 14 Managing Projects......Page 555
  Opening Case: Intuit Counts on Project Management......Page 556
   Runaway Projects and System Failure......Page 558
   Project Management Objectives......Page 559
   Management Structure for Information Systems Projects......Page 560
   Linking Systems Projects to The Business Plan......Page 561
   Portfolio Analysis......Page 563
   Scoring Models......Page 564
   Information System Costs and Benefits......Page 565
   Capital Budgeting for Information Systems......Page 566
   Dimensions of Project Risk......Page 567
   Change Management and the Concept of Implementation......Page 568
   Interactive Session: Management Can the National Health Service Go Paperless?......Page 569
   Controlling Risk Factors......Page 572
   Interactive Session: Technology Hilti AG: Putting Things Together with New Project Management Tools......Page 576
   Designing for the Organization......Page 577
   Project Management Software Tools......Page 578
  Key Terms......Page 579
  Discussion Questions......Page 580
  Hands-On MIS Projects......Page 581
  Collaboration and Teamwork Project......Page 582
  Case Study: A Shaky Start for Healthcare.gov......Page 583
  References:......Page 586
 Chapter 15 Managing Global Systems......Page 589
  Opening Case: The Bel Group: Laughing All the Way to Success......Page 590
  15-1 What major factors are driving the internationalization of business?......Page 592
   Developing an International Information Systems Architecture......Page 593
   The Global Environment: Business Drivers and Challenges......Page 594
   State of the Art......Page 597
   Global Strategies and Business Organization......Page 598
   Global Systems to Fit the Strategy......Page 599
   Reorganizing the Business......Page 600
   A Typical Scenario: Disorganization on a Global Scale......Page 601
   Global Systems Strategy......Page 602
   The Management Solution: Implementation......Page 604
  15-4 What are the issues and technical alternatives to be considered when developing international information systems?......Page 605
   Connectivity......Page 606
   Interactive Session: Organizations Indian E-commerce: Obstacles to Opportunity......Page 608
   Software Localization......Page 609
   Interactive Session: Management Steelcase Designs Goes for Global Talent Management......Page 610
  Review Summary......Page 612
  Discussion Questions......Page 613
  Hands-On MIS Projects......Page 614
  Case Study: Crocs Clambers to Global Efficiency......Page 615
  References:......Page 619
Glossary......Page 620
Indexes......Page 632