MIS 362 Exam 1

Customer relationship management (CRM) systems

Help manage their relationships with customers. These systems provide information to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention.This information helps firms identify, attract, and retain the most profitable customers; provide better service to existing customers; and increase sales

Executive support systems (ESS)

Help senior management make these decisions. They address non-routine decisions requiring judgement, evaluation, and insight because there is no agreed-on procedure for arriving at a solution. It present graphs and data from many sources through an interface that is easy for senior managers to use.

Descartes' rule of change

If an action cannot be taken repeatedly, it is not right to take at all

Sociotechnical view

Optimal organizational performance is achieved by jointly optimizing both the social and technical systems used in production

MIS for middle management

Provide middle managers with reports on the organization's current performance. This information is used to monitor and control the business and predict future performances.

IT infrastructure

Provides the foundation, or platform, on which the firm can build its specific information systems

Data

Streams of raw facts representing events occurring in organizations or the physical environment before they have been organized and arranged into a form that people can understand and use.

Disruptive technologies

Substitute products that perform as well as or better that anything currently produced

Knowledge workers

Such as engineers, scientists, or architects, design products or services and create new knowledge for the firm

Data workers

Such as secretaries or clerks, assist with scheduling and communications at all levels of the firm

Enterprise applications

Systems that span functional areas, focus on executing business processes across the business firm, and include all levels of management. It helps businesses become more flexible and productive by coordinating their business processes more closely and integrating groups of processes so they focus on efficient management of resources and customer service

Switching costs

The cost of switching from one product to a competing product

Information systems department

The formal organizational unit responsible for information technology services

Ethics

The principles of right and wrong that individuals, acing as free moral agents, use to make choices to guide their behaviors.

Profiling

The use of computers to combine data from multiple sources and create electronic dossiers of detailed information on individuals

Complementary assets

Those assets required to derive value from a primary investment.

Middle Management

carries out the programs and plans of senior management

Information Technology (IT)

consists of all the hardware and software that a firm needs to use in order to achieve its business objectives.

Social business

the use of social networking platforms

Ethical analysis

1. identify and describe the facts clearly 2. define the conflict or dilemma and identify the higher-order values involved 3. identify the stakeholders 4. identify the options that you can reasonably take 5. identify the potential consequences of your options

Value web

A collection of independent firms that use information technology to coordinate their value chains to produce a product or service for a market collectively

Business intelligence

A contemporary term for data and software tools for organizing, analyzing, and providing access to data to help managers and other enterprise users make more informed decisions. It addresses the decision-making needs of all levels of management.

Liability

A feature of political systems in which a body of laws is in place that permits individuals to recover the damages done to them by other actors, systems, or organizations

Accountability

A feature of systems and social institutions: It means that mechanisms are in place to determine who took responsible action and who is responsible

Strategic transitions

A movement between levels of sociotechnical systems. Affecting both social and technical elements of the organization

Due process

A related feature of law-governed societies and is a process in which laws are known and understood, and there is an ability to appeal to higher authorities to ensure that the laws are applied correctly

Organization

A stable, formal social structure that takes resources from the environment and processes them to produce outputs

Core competency

An activity for which a firm is a world-class leader. It may involve being the world's best miniature parts designer, the best package delivery service, or the best thin-film manufacturer. It relies on knowledge that is gained over many years of practical field experience with a technology

Telepresence

An integrated audio and visual environment that allows a person to give the appearance of being present at a location other than his or her true physical location

Business ecosystem

Another term for these loosely coupled but interdependent networks of suppliers, distributors, outsourcing firms, transportation service firms, and technology manufactures.

E-government

Application of the Internet and networking technologies to digitally enable governemtn and public sector agencies' relationships with citizens, businesses, and other arms of governemtn

Knowledge Management systems (KMS)

Enable organizations to better manage processes for capturing and applying 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.

Transaction cost theory

Firms and individuals seek to economize on transaction costs, much as they do on production costs.

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.

Nonobvious relationship awareness (NORA)

Given both the government and the private sector even more powerful profiling capabilities. It can take information about people from many disparate sources, such as employment applications, telephone records, customer listings, and wanted lists, and correlate relationships to find obscure hidden connections that might help identify criminals or terrorists

Internet

Global "network of networks" that uses universal standards to connect millions of different networks with nearly 2.3 billion users in over 230 countries around the world

Teams

Have a specific mission that someone in the business assigned to them

Supply chain management (SCM) systems

Help manage relationships with their suppliers. These systems help suppliers, purchasing firms, distributors and logistics companies share information about orders, production, inventory levels, and delivery of products and services so they can source, produce, and deliver goods and services efficiently

Value chain model

Highlights specific activities in the business where competitive strategies can best be applied and where information systems are most likely to have a strategic impact. This model identifies specific, critical leverage points where a firm can use information technology most effectively to enhance it competitive position

Property rights and obligations

How will traditional intellectual property rights be protected in a digital society in which tracing and accounting for ownership are difficult and ignoring such property rights is so easy?

Immanuel Kant's Categorical Imperative

If an action is not right for everyone to take, it is not right for anyone

Chief security officer (CSO)

In charge of information systems security for the firm and is responsible for enforcing the firm's information security policy

IT governance

Includes the strategy and policies for using information technology within an organization. It specifies the decision rights and framework for accountability to ensure that the use of information technology supports the organization's strategies and objectives.

Three activities in an info system produce the information that organizations need to make decisions, control operations, analyze problems, and create new products or services

Input, processing, and output

Intranets

Internal corporate networks based on internet technology

Digital Firm

Is one in which nearly all of the organization's significant business relationships with customers, suppliers, and employees are digitally enabled and mediated.

Chief privacy officer (CPO)

Is responsible for ensuring that the company complies with existing data privacy laws.

Chief knowledge officer (CKO)

Is responsible for the firms knowledge management program

Information systems managers

Leaders of teams of programmers and analysts, project managers, physical facility managers, telecommunications managers, or database specialists

Support activities

Make the delivery of the primary activities possible and consist of organization infrastructure, human resources, technology, and procurement

Primary activities

Most directly related to the production and distribution of the firm's products and services, which create value for the customers. Include inbound logistics, operations, outbound logistics, sales and marketing, and service

Organizational and management capital

New business models, new business processes, management behavior, organizational culture, or training

Interorganizational system

One type of SCM systems becuase they automate the flow of information across organizational boundaries.

e-commerce

Part of the e-business that deals with the buying and selling of goods and services over the internet. It also encompasses activities supporting those market transactions, such as advertising, marketing, customer support, security, delivery, and payment

Routines

Precise rules, procedures, and practices that have been developed to cope with virtually all expected situations

Extranets

Private intranets extended to authorized users outside the organization

End users

Representatives of departments outside of the information systems group for whom applications are developed

Chief information officer (CIO)

Senior manager who oversees the use of information technology in the firm

World Wide Web

Service provided by the Internet that uses universally accepted standards for storing retrieving, formatting, and displaying information in a page format on the internet.

Business Processes

Set of logically related tasks and behaviors that organizations develop over time to produce specific business results and the unique manner in which these activities are organized and coordinated. Examples are developing a new product, generating and fulfilling an order, creating a marketing plan, and hiring an employee.

Utilitarian Principle

Take the action that achieves the higher or greater value. This rule assumes you can prioritize values in a rank order and understand the consequences of various courses of action

Mass customization

The ability to offer individually tailored products or services using the same production resources as mass production

e-business

Use of digital technology and the Internet to execute the major business processes in the enterprise

Competitive forces model

Used for understanding competitive advantages. Provides a general view of the firm, its competitors, and the firm's environment. Five competitive forces shape the fate of the firm. Traditional competitors New Market entrants Substitute products and services Customers Suppliers

Portal

Uses a Web interface to present integrated personalized business content

Virtual company

Uses networks to link people, assets, and ideas, enabling it to ally with other companies to create and distribute products and services without being limited by traditional organizational boundaries or physical locations

Best practices

Usually identified by consulting companies, research organizations, government agencies, and the industry associations as the most successful solutions or problem-solving methods for consistently and effectively achieving a business objective.

Information rights and obligations

What information rights do individuals and organizations possess with respect to themselves? What can they protect?

System quality

What standards of data and system quality should we demand to protect individual rights and the safety of society?

Quality of life

What values should be preserved in an information and knowledge based society? What institutions should we protect from violation? which cultural values and practices are supported by the new information technology?

Accountability and control

Who can and will be held accountable and liable for the harm done to individual and collective information and property rights?

Collaboration

Working with others to achieve shared and explicit goals

Responsibility

You accept the potential costs, duties, and obligations for the decisions you make

Information system

a set of interrelated components that collect (or retrieve), process, store, and distribute information to support decision making and control in an organization

Production or service workers

actually produce the product and deliver the service

Enterprise systems

aka enterprise resource planning (ERP), to integrate business processes in manufacturing and production, finance and accounting, sales and marketing, and human resources into a single software system

Computer software

consists of the detailed, preprogrammed instructions that control and coordinate the computer hardware components in an information system

Data management technology

consists of the software governing the organization of data on physical storage media

Operational Management

responsible for monitoring the daily activities of the business

Cyberlocker

online file-sharing services that allow users to upload files to secure online storage sites from which the files can be shared with others. Example would be Google Drive

Business objectives

operational excellence; new products, services, and business models; customer/supplier intimacy; and improved decision making

Key elements of an organization

people, structure, business processes, politics, and culture

Collaboration and teamwork are more important today than ever for a variety of reasons:

Changing nature of work Growth of professional work Changing organization of the firm Changing scope of the firm Emphasis on innovation Changing culture of work and business

Transaction processing systems (TPS)

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

Business functions

Consist of sales and marketing, manufacturing and production, finance and accounting, and human resources

Networking and telecommunications technology

Consisting of both physical devices and software, links the various pieces of hardware and transfers data from one physical location to another

Systems analysts

Constitute the principal liaisons between the information systems groups and the rest of the organization

Information

Data that have been shaped into a form that is meaningful and useful to human beings

MIS

Deals with behavioral issues as well as technical issues surrounding the development, use, and impact of information systems used by managers and employees in the firm.

Business Model

Describes how a company produces, delivers, and sells a product or service to create wealth.

Efficient customer response system

Directly links consumer behavior to distribution and production and supply chains

Digital dashboard

Displays on a single screen graphs and charts of key performance indicators for managing a company. Increasingly becoming popular for management decision makers.

Information systems literacy

encompasses an understanding of the management and organizational dimensions of systems as well as the technical dimensions of systems

Computer literacy

focuses primarily on knowledge of information technology

Culture

fundamental set of assumptions, values, and ways of doing things, that has been accepted by most of its members

Programmers

highly trained technical specialists who write the software instructions for computers

Benchmarking

involves comparing the efficiency and effectiveness of your business processes against strict standards and then measuring performance against those standards

Computer hardware

is the physical equipment used for input, processing, and output activities in an information system

Network

links two or more computers to share data or resources, such as a printer

Senior Management

makes long-range strategic decisions about products and services as well as ensures financial performance of the firm