Chapter 2 Global E-business and Collaboration

Transaction processing systems (TPS)

A transaction pro-cessing system is a computerized system that performs and records the daily routine transactions necessary to conduct business, such as sales order entry, hotel reservations, payroll, employee record keeping, and shipping. *monitor internal operations and relations with the external environment *reports produced on regular scheule

Customer Relationship Management (CRM)

Firms use customer relation-ship management (CRM) systems to help manage their relationships with their customers. CRM systems provide information to coordinate all of the business pro-cesses that deal with customers in sales, marketing, and service to optimize rev-enue, customer satisfaction, and customer retention

Enterprise Systems

Firms use enterprise systems, also known as enter-prise resource planning (ERP) systems, to integrate business processes in man-ufacturing and production, finance and accounting, sales and marketing, and human resources into a single software system.

Supply Chain Management Systems

Firms use supply chain management (SCM) systems to help manage relationships with their suppliers. These systems help suppliers, purchasing firms, distributors, and logistics companies share infor-mation about orders, production, inventory levels, and delivery of products and services so they can source, produce, and deliver goods and services efficiently.

programmers

Programmers are highly trained technical specialists who write the software instructions for computers.

business processes

The manner in which work is organized, coordinated, and focused to produce valuable product or service collection of activities required to produce a product

management information systems (MIS)

The term management information systems (MIS) also designates a specific category of information systems serving middle Online management. MIS provide middle managers with reports on the organization's current performance. This information is used to monitor and control the busi-ness and predict future performance. **MIS summarize and report basic operations data supplied by transaction processing systems **not flexible with little analytical capability`

information systems managers

are leaders of teams of programmers and analysts, project managers, physical facility managers, telecommunications managers, or database specialists.

extranets

company website accessible to authorized vendors and suppliers and are often used to coordinate the movement of supplies to the firms production apparatus

Systems analysts

constitute the principal liaisons between the information systems groups and the rest of the organization.

digital dashboard

displays on a single screen graphs and charts of key performance indicators for managing a company. Digital dashboards are becoming an increasingly popular tool for management decision makers

Knowledge management systems (KMS)

enable organizations to better manage processes for capturing and apply-ing knowledge and expertise. These systems collect all relevant knowledge and experience in the firm and make it available wherever and whenever it is needed to improve business processes and management decisions Link external sources of knowledge

four major enterprise applications:

enterprise systems, supply chain management systems, customer relationship management systems, and knowledge management systems

Decision-support systems (DSS)

focus on problems that are unique and rapidly changing, for which the procedure for arriving at a solution may not be fully predefined in advance. **use internal information and bring information from external sources

Executive support systems (ESS)

help senior management make these decisions. They address nonroutine decisions requiring judgment, evaluation, and insight because there is no agreed-on procedure for arriving at a solution. ESS present graphs and data from many sources through an interface that is easy for senior managers to use *incorporate information about external events

IT governance

includes the strategy and policies for using information technology within an organization

intranets

internal network, private access area in a larger company website

Business intelligence

is a contemporary term for data and software tools for organizing, analyz-ing, and providing access to data to help managers and other enterprise users make more informed decisions. Business intelligence addresses the decision-making needs of all levels of management. Business intelligence systems also address the decision-making needs of se-nior management. Senior managers need systems that focus on strategic issues and long-term trends, both in the firm and in the external environment

information systems department

is the formal organizational unit responsible for information technology services.

Electronic business, or e-business,

refers to the use of digital technology and the Internet to execute the major business processes in the enterprise.

end users

representatives of departments outside of the information sys-tems group for whom applications are developed

enterprise applications

systems that span functional areas, focus on executing business processes across the firm, and include all levels of management.

social business

the use of social networking platforms, including Facebook, Twitter, and internal corporate social tools—to engage their employees, customers, and suppliers

SCM one type of interorganizational system because

they automate the flow of information across organizational boundaries.

portal

uses a web interface to present integrated personalized business content