Thương mại điện tử - Chapter 1: Foundations of information systems in business

Foundations of Information Systems in BusinessChapter1Explain why knowledge of information systems is important for business professionals and identify five areas of information systems knowledge they need.Give examples to illustrate how the business applications of information systems can support a firm’s business processes, managerial decision making, and strategies for competitive advantage.Learning ObjectivesLearning ObjectivesProvide examples of several major types of information systems from your experiences with business organizations in the real world.Identify several challenges that a business manager might face in managing the successful and ethical development and use of information technology in a business.Learning ObjectivesProvide examples of the components of real world information systems. Illustrate that in an information system, people use hardware, software, data and networks as resources to perform input, processing, output, storage, and control activities that transform data resources into information products.Why Study Information Systems?Information technology can help all kinds of businesses improve the efficiency and effectiveness of their business processes, managerial decision making, and workgroup collaboration, thus strengthening their competitive positions in a rapidly changing marketplace.Why Study Information SystemsInternet-based systems have become a necessary ingredient for business success in today’s dynamic global environment.Information technologies are playing an expanding role in business.Case #1: Athens Olympics NetworkWhat makes the Olympic Games a unique project is that the athletes aren’t going to stop running just because the server does.Major Components:Games Management System (GMS)Information Diffusion System (IDS)Case #1: Athens Olympics NetworkGMS: Managed access accreditations for the gamesIDS:Collected and distributed event results and rankings to press agencies and certain websitesLive feed for broadcasters commenting on eventsResults, rankings, statistics and biographies available to commentators .3 seconds after the athletes crossed the lineCase #1: Athens Olympics NetworkGoals & Constraints:Reduce the amount of risk100% availabilityNon-negotiable deadlineCase #1: Athens Olympics NetworkFail-Safe Plan: Redundancy Constructed the network in such a way that service could be provided even if one of the routers was damaged.Stored data in two physically distant data centers (in different earthquake zones).Test. Test. Test. “We wanted to be sure that every stupid thing that can happen was planned for.”Case #1: Athens Olympics NetworkCould the 2004 Athens Olympics have been a success without all of the networks and backup technologies?How would your 2004 Olympics experience changed without the GMS and IDS systems?The 2004 Olympics is a global business. Can a business today succeed without information technology? Why or why not?Case #1: Athens Olympics NetworkClaude Philipps said dealing with the “crazy scenarios of what might happen in every area: a network problem, staff stopped in a traffic jam, a security attack everything that might happen,” was the reason for so much testing. Can you think of other businesses that would require “crazy scenario” testing? Explain.Case #1: Athens Olympics NetworkAre the redundancies and backup systems in place limited to one-time systems like those at the Olympics or should they exist in other business environments? Explain your position and provide specific examples.What is an Information System?Any organized combination of people, hardware, software, communications networks, and data resources that stores, retrieves, transforms, and disseminates information in an organization.Information Systems vs. Information TechnologyInformation Systems (IS) – all components and resources necessary to deliver information and information processing functions to the organizationInformation Technology (IT) – various hardware components necessary for the system to operateTypes of Information TechnologiesComputer Hardware Technologies including microcomputers, midsize servers, and large mainframe systems, and the input, output, and storage devices that support themComputer Software Technologies including operating system software, Web browsers, software productivity suites, and software for business applications like customer relationship management and supply chain managementTypes of Information TechnologiesTelecommunications Network Technologies including the telecommunications media, processors, and software needed to provide wire-based and wireless access and support for the Internet and private Internet-based networksData Resource Management Technologies including database management system software for the development, access, and maintenance of the databases of an organizationConceptual Framework of IS KnowledgeRoles of IS in BusinessTrends in Information SystemsWhat is E-Business?Definition: The use of Internet technologies to work and empower business processes, electronic commerce, and enterprise collaboration within a company and with its customers, suppliers, and other business stakeholders.An online exchange of value.E-Business Information Technology InfrastructureEnterprise Collaboration SystemsDefinition:Involve the use of software tools to support communication, coordination, and collaboration among the members of networked teams and workgroups.What is E-Commerce?Definition:The buying and selling, and marketing and servicing of products, services, and information over a variety of computer networks.Types of Information SystemsOperation Support SystemsDefinition:Information systems that process data generated by and used in business operationsGoal is to efficiently process business transactions, control industrial processes, support enterprise communications and collaboration, and update corporate databasesExamples of Operations Support SystemsTransaction Processing Systems (TPS) – process data resulting from business transactions, update operational databases, and produce business documents.Process Control Systems (PCS) – monitor and control industrial processes.Enterprise Collaboration Systems – support team, workgroup, and enterprise communications an collaboration.A Transaction Processing System ExampleManagement Support SystemsDefinition:Information systems that focus on providing information and support for effective decision making by managersManagement Support SystemsManagement Information Systems (MIS) – provide information in the form of pre-specified reports and displays to support business decision making.Decision Support Systems (DSS) – provide interactive ad hoc support for the decision making processes of managers and other business professionals.Executive Information Systems (EIS) – provide critical information from MIS, DSS, and other sources tailored to the information needs of executives.A Decision Support System ExampleOperational & Managerial ISExpert Systems – provide expert advice for operational chores or managerial decisionsKnowledge Management Systems – support the creation, organization, and dissemination of business knowledge to employees and managersIS Classifications by ScopeFunctional Business Systems – support basic business functionsStrategic Information Systems – support processes that provide a firm with strategic products, services, and capabilities for competitive advantageCross-functional Information Systems – integrated combinations of information systemsManagement Challenges & OpportunitiesMeasures of SuccessEfficiency Minimize costsMinimize time Minimize the use of information resourcesEffectiveness Support an organization’s business strategiesEnable its business processesEnhance its organizational structure and culture Increase the customer business value of the enterpriseDeveloping IS SolutionsThe Systems Development LifecycleEthical Challenges of ITIT Career TrendsRising labor costs have resulting in large-scale movement to outsource programming functions to India, the Middle East and Asia-Pacific countries.More new and exciting jobs emerge each day as organizations continue to expand their wide-scale use of IT.Frequent shortages of qualified information systems personnel.Constantly changing job requirements due to dynamic developments in business and IT ensure long-term job outlook in IT remains positive and exciting.The IS Function representsA major functional area of business equally as important to business success as the functions of accounting, finance, operations management, marketing, and human resource management.An important contributor to operational efficiency, employee productivity and morale, and customer service and satisfaction.The IS Function representsA major source of information and support needed to promote effective decision making by managers and business professionals.A vital ingredient in developing competitive products and services that give an organization a strategic advantage in global marketplace.The IS Function representsA dynamic, rewarding, and challenging career opportunity for millions of men and women.A key component of the resources, infrastructure, and capabilities of today’s networked business enterprise. Case #2: Connecting the Mobile WorkforceGoals:Keep 3,500 highly mobile airline pilots:Trained on the latest technology and proceduresPlugged into the corporate infrastructureInformed about schedules, weather events, and other facts that affect their jobsControl costsCase #2: Connecting the Mobile WorkforceProductivity and Efficiency Improvements:Pilots can access updated data electronically.Pilots can work in a variety of locations including airplanes, airports, hotels, and other remote locations.Pilots appreciate the convenience of not having to carry heavy manuals and documentation to multiple locations.Pilots can take their required training on their laptops during downtime in any airport.Case #2: Connecting the Mobile WorkforceAre many of Lufthansa’s challenges identified in the case similar to those being experienced by other businesses in today’s global economy? Explain and provide some examples.What other tangible and intangible benefits, beyond those identified by Lufthansa, might a mobile workforce enjoy as a result of deploying mobile technologies? Explain.Case #2: Connecting the Mobile WorkforceLufthansa was clearly taking a big risk with their decision to deploy notebook computers to their pilots. What steps did they take to manage that risk and what others might be needed in today’s business environment? Provide some examples.How might mobile computing improve your productivity and efficiency? Provide some examples.Case #2: Connecting the Mobile WorkforceWhat challenges in pilot morale, performance, and management might arise with the use of mobile computing devices in the field and in the cockpit? What preventive actions or solutions to these potential problem areas could you suggest?What is a System?Definition:A group of interrelated components, with a clearly defined boundary, working together toward a common goal by accepting inputs and producing outputs in an organized transformation process.System ComponentsInput – capturing and assembling elements that enter the system to be processedProcessing – transformation steps that convert input into outputOutput – transferring elements that have been produced by a transformation process to their ultimate destinationCybernetic SystemsDefinition: a self-monitoring, self-regulating system.Feedback – data about the performance of a systemControl – monitoring and evaluating feedback to determine whether a system is moving toward the achievement of its goalExample of a Cybernetic SystemA Business SystemIS Resources & ActivitiesInformation System ResourcesPeople – end users and IS specialistsHardware – physical devices and materials used in information processing including computer systems, peripherals, and mediaSoftware – sets of information processing instructions including system software, application software and proceduresInformation Systems Resources (con’t)Data – facts or observations about physical phenomena or business transactionsNetwork – communications media and network infrastructureData vs. Information Data – raw facts or observations typically about physical phenomena or business transactionsInformation – data that have been converted into a meaningful and useful context for specific end usersNetwork ResourcesCommunications Media – examples include twisted-pair wire, coaxial and fiber-optic cables, microwave, cellular, and satellite wireless technologiesNetwork Infrastructure – examples include communications processors such as modems and internetwork processors, and communications control software such as network operating systems and Internet browser packages.Information Systems ActivitiesInput of Data ResourcesProcessing of Data into InformationOutput of Information ProductsStorage of Data ResourcesControl of System PerformanceRecognizing Information SystemsFundamental Components of ISPeople, hardware, software, data and network resources usedTypes of information products producedInput, processing, output, storage and control activities performedCase #3: Failure to Success with ITAviall on the Ropes:A failed enterprise resource planning system that had been designed to automate and integrate the company’s order processing, inventory control, financial accounting, and human resources business systemsCouldn’t properly order or ship items to customersQuarterly sales droppingAirline industry shrinkingCase #3: Failure to Success with ITGoals:Save Aviall from financial disasterTurn Aviall from a catalog business into a full-scale logistics business that hundreds of aviation parts manufacturers and airlines could depend on for ordering, inventory control, and demand forecastingCase #3: Failure to Success with ITChallenges:Integrate five Web-enabled e-business software systems from different software providersCustomized pricing for 17,000 customers who receive various types of discounts380,000 different aerospace partsCase #3: Failure to Success with ITBenefits of Aviall.com: Customer order obtained via web costs only 39 cents compared with $9 for an order taken via telephoneSales force freed from routine order taking can devote more time to developing relationships with customersCustomers have the ability to transfer orders from an Excel spreadsheet directly to websiteCase #3: Failure to Success with ITBenefits of Aviall.com (con’t):Customers can receive pricing and availability information on parts within 5 secondsHelps build relationships with suppliers by providing them with customer ordering data that enables them to better match production with demandCase #3: Aviall Inc.Why do you think that Aviall failed in their implementation of an enterprise resource planning system? What could they have done differently?How has information technology brought new business success to Aviall? How did IT change Aviall’s business model?How could other companies use Aviall’s approach to the use of IT to improve their business success? Give several examples.Case #4: This Call is Being MonitoredGoals:Increase customer loyaltyReduce number of calls forwarded to internal help deskImprove decision makingCase #4: This Call is Being MonitoredWitness Systems Call-center Software & CallMiner: Records conversationsCaptures keystrokesTracks caller choicesTranscribes conversations into textCase #4: This Call is Being MonitoredBenefits:Revenues increased 60%20% fewer calls sent to help desk saving $1 millionCustomer satisfaction rose 10%E-ticket sales increased 8%Reduced staffing needsCase #4: This Call is Being MonitoredWhat are the business benefits of the CallMiner system? Provide some additional examples beyond those discussed in the case.How can new technologies like CallMiner help companies improve their customer service and gain a competitive edge in the marketplace? Explain.Andre Harris refers to calls to reconfirm a flight as “quite frankly, low-value calls.” Why are they classified as low value? Why do you think so many customers are placing such calls?SummaryThere is no longer a distinction between an IT project and a business initiative.Information systems are an important contributor to operational efficiency, employee productivity and morale, and customer service and satisfaction.SummaryInformation systems are a major source of information and support needed to promote effective decision making by managers and business professionals.Information systems can be categorized based on their intended purpose.SummaryManaging and using information systems can pose several challenges including the development process and ethical responsibilities.End of ChapterChapter1