本书全面、系统地介绍了管理信息系统的概念、结构、技术和应用，内容新颖，反映了美国当代的新水平。本书以管理为出发点，分别从管理、应用等视角来剖析管理信息系统，实用性强，含大量案例，不仅保留了那些经过实践检验的、有生命力的经典内容，还涉及很多与时俱进的新内容。

出版说明
作者简介
前言
第一部分　组织、管理和网络化企业
第1章　当今全球商业中的信息系统 / 34
开篇案例　橄榄球足球联盟尝试大数据 / 35
1.1　信息系统如何改变商业，为何它们在当今业务运营和管理中如此重要 / 37
1.2　什么是信息系统？它如何工作？什么是它的管理、组织和技术构件？为什么确保信息系统为企业提供真正价值的互补性资产如此重要 / 48
1.3　学习信息系统需要什么样的学术规则，这些学术规则如何有助于理解信息系统 / 61
本章小结 / 64
关键术语 / 65
复习题 / 65
讨论题 / 66
MIS实践项目 / 66
团队协作项目 / 67
案例研究　Mashaweer：海湾地区的在线个人服务 / 67
参考文献 / 71
第2章　全球电子商务与合作 / 72
开篇案例　BASF的社会化商务 / 73
2.1　什么是业务流程？业务流程如何与信息系统发生关系 / 75
2.2　系统如何服务企业中的不同管理群体？系统如何与企业连接以提高组织绩效 / 77
2.3　为什么协作和社会化系统如此重要？它们使用什么技术 / 88
2.4　企业中信息系统职能的角色是什么 / 99
本章小结 / 101
关键术语 / 102
复习题 / 102
讨论题 / 103
MIS实践项目 / 103
团队协作项目 / 104
案例研究　NTUC收入的现代化 / 105
参考文献 / 108
第3章　信息系统、组织与战略 / 110
开篇案例　Grupo Modelo：竞争在进行中 / 111
3.1　管理者需要知道成功利用信息技术的组织特性是什么 / 113
3.2　信息系统对组织的影响是什么 / 121
3.3　波特的竞争力模型、价值链模型、协同效应、核心竞争力以及网络经济学如何帮助企业利用信息系统实现竞争战略 / 126
3.4　战略信息系统的挑战是什么？如何应对这些挑战 / 142
本章小结 / 144
关键术语 / 145
复习题 / 145
讨论题 / 146
MIS实践项目 / 146
团队协作项目 / 147
案例研究　这家书店还有救吗 / 148
参考文献 / 151
第4章　信息系统中的商业伦理和社会问题 / 154
开篇案例　网络上内容盗版盛行 / 155
4.1　信息系统会引发哪些商业伦理、社会和政治问题 / 157
4.2　哪些具体的行为原则可以用来指导道德决策 / 163
4.3　为什么现代信息系统技术和互联网对个人隐私与知识产权保护而言是挑战 / 168
4.4　信息系统如何影响法律责任和义务以及日常生活质量 / 180
本章小结 / 189
关键术语 / 189
复习题 / 190
讨论题 / 190
MIS实践项目 / 191
团队协作项目 / 192
案例分析　Facebook的隐私：没有隐私 / 192
参考文献 / 196
第二部分　信息技术基础设施
第5章　IT基础设施与新兴技术 / 198
开篇案例　欧洲丰田汽车公司用云来管理 / 199
5.1　什么是IT基础设施，IT基础设施演变的阶段和驱动力是什么 / 201
5.2　基础设施的构成要素是什么 / 212
5.3　计算机硬件平台的发展趋势是什么 / 217
5.4　当前计算机软件平台的状态和趋势是什么 / 226
5.5　管理IT基础设施和问题的挑战是什么 / 232
本章小结 / 236
关键术语 / 237
复习题 / 238
讨论题 / 238
MIS实践项目 / 239
团队协作项目 / 240
案例研究　BYOD的乐趣和陷阱 / 241
参考文献 / 244
第6章　商务智能基础：数据库与信息管理 / 246
开篇案例　BAE系统 / 247
6.1　传统文件环境下管理数据资源的问题是什么 / 250
6.2　数据库管理系统的主要能力是什么？为什么关系型数据库管理系统如此强大 / 253
6.3　为了提高企业绩效和决策能力，从数据库获取信息的主要工具和技术有哪些 / 262
6.4　为什么信息政策、数据管理、数据质量保证对管理企业数据资源非常重要 / 272
本章小结 / 276
关键术语 / 277
复习题 / 278
讨论题 / 279
MIS实践项目 / 279
团队协作项目 / 280
案例研究　乐高：通过将BI与灵活的信息系统相结合来应对变化 / 281
参考文献 / 284
第7章　通信、互联网和无线技术 / 286
开篇案例　RFID和无线技术加速大陆轮胎的生产 / 287
7.1　通信网络和关键网络技术的主要组件是什么 / 289
7.2　网络的不同类型 / 295
7.3　互联网和互联网技术如何工作？它们如何支持沟通和电子商务 / 298
7.4　无线网络、通信和互联网接入的主要技术和标准是什么 / 318
本章小结 / 325
关键术语 / 326
复习题 / 326
讨论题 / 327
MIS实践项目 / 327
团队协作项目 / 328
案例研究　RFID推动Angkasa图书馆管理系统 / 329
参考文献 / 332
第8章　信息系统安全 / 334
开篇案例　“MiniDuke”暴露了欧盟网络安全漏洞 / 335
8.1　为什么信息系统容易遭到破坏，容易出错和被滥用 / 337
8.2　什么是安全与控制的商业价值 / 350
8.3　什么是安全与控制组织框架的组件 / 353
8.4　保护信息资源最重要的工具和技术是什么 / 357
本章小结 / 369
关键术语 / 369
复习题 / 370
讨论题 / 371
MIS实践项目 / 371
团队协作项目 / 372
案例研究　欧洲信息安全威胁和政策 / 373
参考文献 / 376
第三部分　数字化时代的关键系统应用
第9章　实现运营优化和客户亲密：企业应用 / 378
开篇案例　挪威国家石油公司和零售商竞相使用企业系统 / 379
9.1　企业系统如何帮助企业实现运营卓越 / 381
9.2　供应链管理系统如何与供应商协调计划、生产和物流 / 385
9.3　客户关系管理系统如何帮助企业提高客户亲密度 / 393
9.4　企业应用的挑战是什么？企业应用如何利用新技术 / 399
本章小结 / 404
关键术语 / 405
复习题 / 405
讨论题 / 406
MIS实践项目 / 406
团队协作项目 / 407
案例研究　WIM行业：从MRP到ERP / 408
参考文献 / 410
第10章　电子商务：数字化市场、数字化产品 / 412
开篇案例　奥托集团：预测利润 / 413
10.1　什么是电子商务、数字市场和数字产品独有的特征 / 415
10.2　什么是电子商务原则和收入模式 / 426
10.3　电子商务如何改变市场 / 431
10.4　电子商务如何影响B2B交易 / 442
10.5　移动商务在电子商务中的角色是什么？最重要的移动电子商务应用是什么 / 444
10.6　建立电子商务必须考虑什么问题 / 448
本章小结 / 450
关键术语 / 451
复习题 / 452
讨论题 / 452
MIS实践项目 / 452
团队协作项目 / 453
案例研究　支付还是不支付：Zagat的困境 / 454
参考文献 / 457
第11章　管理知识 / 458
开篇案例　菲亚特：用商业智能进行实时管理 / 459
11.1　知识管理系统在企业中的角色是什么 / 461
11.2　企业级的知识管理系统有哪些类型？它们如何为企业提供价值 / 467
11.3　知识工作系统的主要类型有哪些？它们如何为企业提供价值 / 470
11.4　在知识管理中使用智能技术对企业有什么好处 / 474
本章总结 / 487
关键术语 / 488
复习题 / 488
讨论题 / 489
MIS实践项目 / 489
团队协作项目 / 490
案例研究　Tata咨询服务公司的知识管理和协作 / 491
参考文献 / 494
第12章　增强决策能力 / 496
开篇案例　德国凭借大数据赢得世界杯 / 497
12.1　决策的类型有哪些？决策过程是怎样的？信息系统是如何支持管理者的活动和管理决策的 / 499
12.2　商务智能和商业分析是如何支持决策的 / 506
12.3　组织中不同决策群体是如何使用商务智能的？在支持团队更有效地进行决策方面，信息系统发挥了什么样的作用 / 512
本章小结 / 523
关键术语 / 524
复习题 / 524
讨论题 / 525
MIS实践项目 / 525
团队协作项目 / 526
案例研究　数据驱动的种植对农民有多大帮助 / 527
参考文献 / 530
第四部分　建设和管理系统
第13章　建设信息系统 / 532
开篇案例　新系统帮助摩恩工作流程更加顺畅 / 533
13.1　建设新系统如何带来组织变革 / 537
13.2　系统开发过程的核心活动是什么 / 541
13.3　系统建模和设计的主要方法有哪些 / 547
13.4　建设信息系统有哪些可选方法 / 552
13.5　数字企业时代系统建设的新方法有哪些 / 558
本章小结 / 564
关键术语 / 565
复习题 / 565
讨论题 / 566
MIS实践项目 / 566
团队协作项目 / 568
案例研究　SourceGas寻求更好的劳动力调度系统 / 568
参考文献 / 571
第14章　管理项目 / 572
开篇案例　Nu Skin公司的新人力资源系统项目以人为本 / 573
14.1　项目管理的目标是什么？为什么项目管理在信息系统开发中如此重要 / 575
14.2　有哪些方法可以用来选择、评估信息系统项目，并且使信息系统的开发和公司目标保持一致 / 581
14.3　企业如何评估信息系统的商业价值 / 585
14.4　信息系统项目的主要风险因素有哪些？如何管理风险 / 589
本章小结 / 597
关键术语 / 598
复习题 / 598
讨论题 / 599
MIS实践项目 / 599
团队协作项目 / 600
案例研究　Healthcare.gov网站开始不稳定 / 601
参考文献 / 604
第15章　管理全球项目 / 606
开篇案例　欧莱雅的全球改造 / 607
15.1　推动业务国际化的主要因素有哪些 / 609
15.2　发展全球企业有哪些替代战略 / 615
15.3　全球信息系统面临的挑战是什么？这些挑战的管理解决方案是什么 / 618
15.4　开发国际信息系统时需要考虑哪些问题和技术选择 / 623
本章小结 / 629
关键术语 / 630
复习题 / 630
讨论题 / 631
MIS实践项目 / 631
团队协作项目 / 632
案例研究　联合利华推动统一全球系统 / 633
参考文献 / 636
词汇表 / 637
索引 / 651
Contents
The Publisher’s Note
About the Authors
Preface
Part One Organizations, Management, and the Networked Enterprise 33
Chapter 1 Information Systems in Global Business Today 34
◆ Opening Case: Rugby Football Union Tries Big Data 35
1.1 How are information systems transforming business, and why are they so essential for running and managing a business today? 37
How Information Systems are Transforming Business 37 · What’s New In Management Information Systems? 39 · Globalization Challenges and Opportunities: A Flattened World 40
◆ Interactive Session: Management Meet the New Mobile Workers 41
The Emerging Digital Firm 44 · Strategic Business Objectives of Information Systems 44
1.2 What is an information system? How does it work? What are its management, organization, and technology components and why are complementary assets essential for ensuring that information systems provide genuine value for an organization? 48
What is an Information System? 48 · Dimensions of Information Systems 50
◆ Interactive Session: Technology UPS Competes Globally with Information Technology 55
It Isn’t Just Technology: A Business Perspective on Information Systems 57
· Complementary Assets: Organizational Capital and the Right Business Model 58
1.3 What academic disciplines are used to study information systems and how does each contribute to an understanding of information systems? 61
Technical Approach 61 · Behavioral Approach 62 · Approach of This Text: Sociotechnical Systems 62
Review Summary 64 · Key Terms 65 · Review Questions 65 · Discussion Questions 66
Hands-On MIS Projects 66
Management Decision Problems 66 · Improving Decision Making: Using
Databases to Analyze Sales Trends 66 · Improving Decision Making: Using the Internet to Locate Jobs Requiring Information Systems Knowledge 67
Collaboration and Teamwork: 67
◆ Case Study: Mashaweer: Online Personal Services in the Gulf 67
◆ References: 71
Chapter 2 Global E-Business and Collaboration 72
◆ Opening Case: Social Business at BASF 73
2.1 What are business processes? How are they related to information systems? 75
Business Processes 75 · How Information Technology Enhances Business Processes 77
2.2 How do systems serve the different management groups in a business and how do systems that link the enterprise improve organizational performance? 77
Systems for Different Management Groups 78
◆ Interactive Session: Technology Schiphol International Hub to Become Faultless: Truth or Dare? 82
Systems for Linking the Enterprise 85 · E-business, E-commerce, and E-government 87
2.3 Why are systems for collaboration and social business so important and what technologies do they use? 8 8
What is Collaboration? 88 · What is Social Business? 89 · Business Benefits of Collaboration and Social Business 90 · Building a Collaborative Culture and Business Processes 91 · Tools and Technologies for Collaboration and Social Business 92
◆ Interactive Session: Management Is Social Business Working Out? 97
2.4 What is the role of the information systems function in a business? 99
The Information Systems Department 99 · Organizing the Information Systems Function 100
Review Summary 101 · Key Terms 102 · Review Questions 102 · Discussion Questions 103
Hands-On MIS Projects 103
Management Decision Problems 103 · Improving Decision Making: Using a Spreadsheet to Select Suppliers 104 · Achieving Operational Excellence: Using Internet Software to Plan Efficient Transportation Routes 104
Collaboration and Teamwork: 104
◆ Case Study: Modernization of NTUC Income 105
◆ References: 108
Chapter 3 Information Systems, Organizations, and Strategy 110
◆ Opening Case: Grupo Modelo: Competing On Processes 111
3.1 Which features of organizations do managers need to know about to build and use information systems successfully? 113
What is an Organization? 114 · Features of Organizations 116
3.2 What is the impact of information systems on organizations? 121
Economic Impacts 121 · Organizational and Behavioral Impacts 122 ·The Internet and Organizations 124 · Implications for the Design and Understanding of Information Systems 125
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? 126
Porter’s Competitive Forces Model 126 · Information System Strategies for Dealing with Competitive Forces 128
◆ Interactive Session: Technology Automakers Become Software Companies 130
The Internet’s Impact on Competitive Advantage 132
◆ Interactive Session: Organizations Identifying Market Niches in the Age of Big Data 133
The Business Value Chain Model 135 · Synergies, Core Competencies, and Network-Based Strategies 138
3.4 What are the challenges posed by strategic information systems and how should they be addressed? 142
Sustaining Competitive Advantage 142 · Aligning IT with Business Objectives 143 · Managing Strategic Transitions 144
Review Summary 144 · Key Terms 145 · Review Questions 145 · Discussion Questions 146
Hands-On MIS Projects 146
Management Decision Problems 146 · Improving Decision Making: Using a Database to Clarify Business Strategy 147 · Improving Decision Making: Using Web Tools to Configure and Price an Automobile 147
Collaboration and Teamwork: 147
◆ Case Study: Can This Bookstore Be Saved? 148
◆ References: 151
Chapter 4 Ethical and Social Issues in Information Systems 154
◆ Opening Case: Content Pirates Sail the Web 155
4.1 What ethical, social, and political issues are raised by information systems? 157
A Model for Thinking About Ethical, Social, and Political Issues 159 · Five Moral Dimensions of the Inf ormation Age 160 · Key Technology Trends That Raise Ethical Issues 160
4.2 What specific principles for conduct can be used to guide ethical decisions? 163
Basic Concepts: Responsibility, Accountability, and Liability 163
◆ Interactive Session: Management Monitoring in the Workplace 164
Ethical Analysis 166 · Candidate Ethical Principles 166 · Professional Codes of Conduct 167 · Some Real-World Ethical Dilemmas 167
4.3 Why do contemporary information systems technology and the Internet pose challenges to the protection of individual privacy and intellectual property? 168
Information Rights: Privacy and Freedom in the Internet Age 168 ·
◆ Interactive Session: Technology Big Data Gets Personal: Behavioral
Targeting 173
Property Rights: Intellectual Property 176
4.4 How have information systems affected laws for establishing accountability, liability, and the quality of everyday life? 180
Computer-Related Liability Problems 180 · System Quality: Data Quality and System Errors 181 · Quality of Life: Equity, Access, and Boundaries 182
Review Summary 189 · Key Terms 189 · Review Questions 190 · Discussion Questions 190
Hands-On MIS Projects 191
Management Decision Problems 191 · Achieving Operational Excellence: Creating a Simple Blog 191 · Improving Decision Making: Analyzing Web Browser Privacy 191
Collaboration and Teamwork: 192
◆ Case Study: Facebook Privacy: There Is No Privacy 192
◆ References: 196
Part Two Information Technology Infrastructure 197
Chapter 5 IT Infrastructure and Emerging Technologies 198
◆ Opening Case: Toyota Motor Europe Manages with the Cloud 199
5.1 What is IT infrastructure and what are the stages and drivers of IT infrastructure evolution? 201
Defining IT Infrastructure 202 · Evolution of IT Infrastructure 203 ·
Technology Drivers of Infrastructure Evolution 207
5.2 What are the components of IT infrastructure? 212
Computer Hardware Platforms 212 · Operating System Platforms 214 ·
Enterprise Software Applications 215 · Data Management and Storage 215
· Networking/Telecommunications Platforms 216 · Internet Platforms 216
· Consulting and System Integration Services 216
5.3 What are the current trends in computer hardware platforms? 217
The Mobile Digital Platform 217 · Consumerization of IT and BYOD 217 ·
◆ Interactive Session: Technology The Greening of the Data Center 218
Quantum Computing 220 · Virtualization 220 · Cloud Computing 220
· Green Computing 216 · Autonomic Computing 217 · High-performance and Power-saving Processors 217 · The Mobile Digital Platform 217 ·
Consumerization of IT and BYOD 217
Quantum Computing 220 · Virtualization 220 · Cloud Computing 220
◆ Interactive Session: Organizations Is It Time for Cloud Computing? 223
Green Computing 225 · High-Performance and Power-Saving
Processors 225
5.4 What are the current trends in computer software platforms? 226
Linux and Open Source Software 226 · Software for the Web: Java, HTML, and HTML5 226 · Web Services and Service-Oriented Architecture 227 ·
Software Outsourcing and Cloud Services 229
5.5 What are the challenges of managing IT infrastructure and management solutions? 232
Dealing with Platform and Infrastructure Change 232 · Management and Governance 233 · Making Wise Infrastructure Investments 233
Review Summary 236 · Key Terms 237 · Review Questions 238 · Discussion Questions 238
Hands-On MIS Projects 239
Management Decision Problems 239 · Improving Decision Making: Using a Spreadsheet to Evaluate Hardware and Software Options 239 · Improving Decision Making: Using Web Research to Budget for a Sales Conference 239
Collaboration and Teamwork: 240
◆ Case Study: The Pleasures and Pitfalls of BYOD 241
◆ References: 244
Chapter 6 Foundations of Business Intelligence: Databases and Information Management 246
◆ Opening Case: BAE Systems 247
6.1 What are the problems of managing data resources in a traditional file environment? 250
File Organization Concepts 250 · Problems with the Traditional File Environment 250
6.2 What are the major capabilities of database management systems (DBMS) and why is a relational DBMS so powerful? 253
Database Management Systems 253 · Capabilities of Database Management Systems 258 · Designing Databases 259
6.3 What are the principal tools and technologies for accessing information from databases to improve business performance and decision making? 262
The Challenge of Big Data 262 · Business Intelligence Infrastructure 263
◆ Interactive Session: Technology Driving ARI Fleet Management with Real-Time Analytics 265
Analytical Tools: Relationships, Patterns, Trends 267 · Databases and the Web 270
6.4 Why are information policy, data administration, and data quality assurance essential for managing the firm’s data resources? 272
Establishing an Information Policy 272 · Ensuring Data Quality 273
◆ Interactive Session: Management American Water Keeps Data Flowing 275
Review Summary 276 · Key Terms 277 · Review Questions 278 · Discussion Questions 279
Hands-On MIS Projects 279
Management Decision Problems 279 · Achieving Operational Excellence: Building a Relational Database for Inventory Management 279 · Improving Decision Making: Searching Online Databases for Overseas Business Resources 280
Collaboration and Teamwork: 280
◆ Case Study: Lego: Embracing Change by Combining BI with a Flexible Information System 281
◆ References: 284
Chapter 7 Telecommunications, the Internet, and Wireless Technology 286
◆ Opening Case: RFID and Wireless Technology Speed Up Production at Continental Tires 287
7.1 What are the principal components of telecommunications networks and key networking technologies? 289
Networking and Communication Trends 289 · What is a Computer Network? 290 · Key Digital Networking Technologies 292
7.2 What are the different types of networks? 295
Signals: Digital vs. Analog 295 · Types of Networks 296 · Transmission Media and Transmission Speed 297
7.3 How do the Internet and Internet technology work and how do they support communication and e-business? 298
What Is the Internet? 298 · Internet Addressing and Architecture 299 ·
◆ Interactive Session: Organizations The Battle over Net Neutrality 302
Internet Services and Communication Tools 304
◆ Interactive Session: Management Monitoring Employees on Networks: Unethical or Good Business? 307
The Web 309
7.4 What are the principal technologies and standards for wireless networking, communication, and Internet access? 318
Cellular Systems 319 · Wireless Computer Networks and Internet Access 319 · RFID and Wireless Sensor Networks 322
Review Summary 325 · Key Terms 326 · Review Questions 326 · Discussion Questions 327
Hands-On MIS Projects 327
Management Decision Problems 327 · Improving Decision Making: Using Spreadsheet Software to Evaluate Wireless Services 327 ·
Achieving Operational Excellence: Using Web Search Engines for Business Research 328
Collaboration and Teamwork: 328
◆ Case Study: RFID Propels the Angkasa Library Management System 329
◆ References: 332
Chapter 8 Securing Information Systems 334
◆ Opening Case: “MiniDuke” Exposes EU Cybersecurity Gaps 335
8.1 Why are information systems vulnerable to destruction, error, and abuse? 337
Why Systems Are Vulnerable 338 · Malicious Software: Viruses, Worms, Trojan Horses, and Spyware 340 · Hackers and Computer Crime 343
◆ Interactive Session: Management Stuxnet and the Changing Face of Cyberwarfare 347
Internal Threats: Employees 349 · Software Vulnerability 349
8.2 What is the business value of security and control? 350
Legal and Regulatory Requirements for Electronic Records
Management 351 · Electronic Evidence and Computer Forensics 352
8.3 What are the components of an organizational framework for security and control? 353
Information Systems Controls 353 · Risk Assessment 354 · Security Policy 355 · Disaster Recovery Planning and Business Continuity Planning 356 · The Role of Auditing 357
8.4 What are the most important tools and technologies for safeguarding information resources? 357
Identity Management and Authentication 357 · Firewalls, Intrusion Detection Systems, and Antivirus Software 359 · Securing Wireless Networks 362 · Encryption and Public K ey Infrastructure 362 · Ensuring System Availability 364 · Security Issues for Cloud Computing and the Mobile Digital Platform 365 · Ensuring Software Quality 366
◆ Interactive Session: Technology MWEB Business: Hacked 367
Review Summary 369 · Key Terms 369 · Review Questions 370 · Discussion Questions 371
Hands-On MIS Projects 371
Management Decision Problems 371 · Improving Decision Making: Using Spreadsheet Software to Perform a Security Risk Assessment 372 ·
Improving Decision Making: Evaluating Security Outsourcing Services 372
Collaboration and Teamwork: 372
◆ Case Study: Information Security Threats and Policies in Europe 373
◆ References: 376
Part Three Key System Applications for the Digital Age 377
Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 378
◆ Opening Case: Statoil Fuel and Retail Competes Using Enterprise Systems 379
9.1 How do enterprise systems help businesses achieve operational excellence? 381
What Are Enterprise Systems? 382 · Enterprise Software 383 · Business Value of Enterprise Systems 384
9.2 How do supply chain management systems coordinate planning, production, and logistics with suppliers? 385
The Supply Chain 385 · Information and Supply Chain Management 386 ·
Supply Chain Management Software 387
◆ Interactive Session: Management DP World Takes Port Management to the Next Level with RFID 389
Global Supply Chains and the Internet 391 · Business Value of Supply Chain Management Systems 392
9.3 How do customer relationship management systems help firms achieve customer intimacy? 393
What is Customer Relationship Management? 394 · Customer Relationship Management Software 394 · Operational and Analytical CRM 398 ·
Business Value of Customer Relationship Management Systems 399
9.4 What are the challenges posed by enterprise applications and how are enterprise applications taking advantage of new technologies? 399
◆ Interactive Session: Organizations Customer Relationship Management Heads to the Cloud 400
Enterprise Application Challenges 401 · Next Generation Enterprise Applications 403
Review Summary 404 · Key Terms 405 · Review Questions 405 · Discussion Questions 406
Hands-On MIS Projects 406
Management Decision Problems 406 · Improving Decision Making: Using Database Software to Manage Customer Service Requests 407 ·
Achieving Operational Excellence: Evaluating Supply Chain Management Services 407
Collaboration and Teamwork: 407
◆ Case Study: WIM Industries: From MRP to ERP 408
◆ References: 410
Chapter 10 E-Commerce: Digital Markets, Digital Goods 412
◆ Opening Case: Otto Group: Profits From Prediction 413
10.1 What are the unique features of e-commerce, digital markets, and digital goods? 415
E-Commerce Today 416 · The New E-Commerce: Social, Mobile, Local 417
· Why E-Commerce Is Different 419 · Key Concepts in E-Commerce: Digital Markets and Digital Goods in a Global Marketplace 422
10.2 What are the principal e-commerce business and revenue models? 426
Types of E-commerce 426 · E-commerce Business Models 426 ·
E-Commerce Revenue Models 429
10.3 How has e-commerce transformed marketing? 431
◆ Interactive Session: Organizations Can Pandora Succeed with Freemium? 432
Behavioral Targeting 434 · Social E-commerce and Social Network Marketing 437
10.4 How has e-commerce affected business-to-business transactions? 440
Electronic Data Interchange (EDI) 441 · New Ways of B2B Buying and Selling 442
10.5 What is the role of m-commerce in business and what are the most important m-commerce applications? 444
Location-based Services and Applications 444
◆ Interactive Session: Technology Will Mobile Technology Put Orbitz in the Lead? 446
Other mobile commerce services 447
10.6 What issues must be addressed when building an e-commerce presence? 448
Develop an E-commerce Presence Map 448 · Develop a Timeline: Milestones 449
Review Summary 450 · Key Terms 451 · Review Questions 452 · Discussion Questions 452
Hands-On MIS Projects 452
Management Decision Problems 452 · Improving Decision Making: Using Spreadsheet Software to Analyze a Dot-Com Business 453 · Achieving Operational Excellence: Evaluating E-Commerce Hosting Services 453
Collaboration and Teamwork: 453
◆ Case Study: To Pay or Not to Pay: Zagat’s Dilemma 454
◆ References: 457
Chapter 11 Managing Knowledge 458
◆ Opening Case: Fiat: Real Time Management with Business Intelligence 459
11.1 What is the role of knowledge management systems in business? 461
Important Dimensions of Knowledge 462 · The Knowledge Management Value Chain 463 · Types of Knowledge Management Systems 466
11.2 What types of systems are used for enterprise-wide knowledge management and how do they provide value for businesses? 467
Enterprise Content Management Systems 467 · Locating and Sharing Expertise 469 · Learning Management Systems 469
11.3 What are the major types of knowledge work systems and how do they provide value for firms? 470
Knowledge Workers and Knowledge Work 470 · Requirements of Knowledge Work Systems 470 · Examples of Knowledge Work Systems 471
◆ Interactive Session: Technology Firewire Surfboards Light Up with CAD 472
11.4 What are the business benefits of using intelligent techniques for knowledge management? 474
Capturing Knowledge: Expert Systems 475 · Organizational Intelligence: Case-Based Reasoning 478 · Fuzzy Logic Systems 478 · Machine Learning 480
◆ Interactive Session: Organizations Big Data Makes Cities Smarter 483
Intelligent Agents 485 · Hybrid AI Systems 487
Review Summary 487 · Key Terms 488 · Review Questions 488 · Discussion Questions 489
Hands-On MIS Projects 489
Management Decision Problems 489 · Improving Decision Making: Building a Simple Expert System for Retirement Planning 490 · Improving Decision Making: Using Intelligent Agents for Comparison Shopping 490
Collaboration and Teamwork: 490
◆ Case Study: Knowledge Management and Collaboration at Tata Consulting Services 491
◆ References: 494
Chapter 12 Enhancing Decision Making 496
◆ Opening Case: Germany Wins the World Cup with Big Data at Its Side 497
12.1 What are the different types of decisions and how does the decision-making process work? How do information systems support the activities of managers and management decision making? 499
Business Value of Improved Decision Making 500 · Types of Decisions 500 ·The Decision-Making Process 502 · Managers and Decision Making in the Real World 503 · High-Velocity Automated Decision Making 506
12.2 How do business intelligence and business analytics support decision making? 506
What is Business Intelligence? 507 · The Business Intelligence Environment 507 · Business Intelligence and Analytics Capabilities 509 ·
◆ Interactive Session: Technology Analytics Help the Cincinnati Zoo Know Its Customers 512
◆ Interactive Session: Management America’s Cup: The Tension between Technology and Human Decision Makers 515
Management Strategies for Developing BI and BA Capabilities 517
12.3 How do different decision-making constituencies in an organization use business intelligence? What is the role of information systems in helping people working in a group make decisions more efficiently? 518
Decision Support for Operational and Middle Management 518 · Decision Support for Senior Management: Balanced Scorecard and Enterprise Performance Management Methods 520 · Group Decision-Support Systems (GDSS) 522
Review Summary 523 · Key Terms 524 · Review Questions 524 · Discussion Questions 525
Hands-On MIS Projects 525
Management Decision Problems 525 · Improving Decision Making: Using Pivot Tables to Analyze Sales Data 525 · Improving Decision Making: Using a Web-Based DSS for Retirement Planning 526
Collaboration and Teamwork: 526
◆ Case Study: How Much Does Data-Driven Planting Help Farmers? 527
◆ References: 530
Part Four Building and Managing Systems 531
Chapter 13 Building Information Systems 532
◆ Opening Case: New Systems Help Work Flow More Smoothly at Moen 533
13.1 How does building new systems produce organizational change? 535
Systems Development and Organizational Change 535 · Business Process Redesign 537
13.2 What are the core activities in the systems development process? 541
Systems Analysis 541
◆ Interactive Session: Organizations Burton Snowboards Speeds Ahead with Nimble Business Processes 542
Systems Design 544 · Completing the Systems Development Process 545
13.3 What are the principal methodologies for modeling and designing systems? 547
Structured Methodologies 547 · Object-Oriented Development 550 ·
Computer-Aided Software Engineering 551
13.4 What are alternative methods for building information systems? 552
Traditional Systems Life Cycle 552 · Prototyping 553 · End-User Development 555 · Application Software Packages and Outsourcing 556
13.5 What are new approaches for system building in the digital firm era? 558
Rapid Application Development (RAD) 559 · Component-Based Development and Web Services 559 · Mobile Application Development: Designing for a Multi-Screen World 560
◆ Interactive Session: Technology What Does It Take to Go Mobile? 562
Review Summary 564 · Key Terms 565 · Review Questions 565 · Discussion Questions 566
Hands-On MIS Projects 566
Management Decision Problems 566 · Improving Decision Making: Using Database Software to Design a Customer System for Auto Sales 567
· Achieving Operational Excellence: Analyzing Web Site Design and Information Requirements 568
Collaboration and Teamwork: 568
◆ Case Study: SourceGas Goes for Better Workforce Scheduling Systems 568
◆ References: 571
Chapter 14 Managing Projects 572
◆ Opening Case: Nu Skin’s New Human Resources System Project Puts People First 573
14.1 What are the objectives of project management and why is it so essential in developing information systems? 575
Runaway Projects and System Failure 575
◆ Interactive Session: Management Westinghouse Electric Takes on the Risks of a “Big Bang” Project 577
Project Management Objectives 578
◆ Interactive Session: Organizations Britain’s National Health Service Jettisons Choose and Book System 579
14.2 What methods can be used for selecting and evaluating information systems projects and aligning them with the firm’s business goals? 581
Management Structure for Information Systems Projects 581 · Linking Systems Projects to the Business Plan 582 · Information Requirements
and Key Performance Indicators 584 · Portfolio Analysis 584 · Scoring Models 584
14.3 How can firms assess the business value of information systems? 585
Information System Cost and Benefits 585 · Real Options Pricing Models 588 · Limitations of Financial Models 589
14.4 What are the principal risk factors in information systems projects, and how can they be managed? 589
Dimensions of Project Risk 589 · Change Management and the Concept of Implementation 590 · Controlling Risk Factors 592 · Designing for the Organization 595 · Project Management Software Tools 596
Review Summary 597 · Key Terms 598 · Review Questions 598 · Discussion Questions 599
Hands-On MIS Projects 599
Management Decision Problems 599 · Improving Decision Making: Using Spreadsheet Software for Capital Budgeting for a New CAD System 600 ·
Improving Decision Making: Using Web Tools for Buying and Financing a Home 600
Collaboration and Teamwork: 600
◆ Case Study: A Shaky Start for Healthcare.gov 601
◆ References: 604
Chapter 15 Managing Global Systems 606
◆ Opening Case: L’Oréal’s Global Makeover 607
15.1 What major factors are driving the internationalization of business? 609
Developing an International Information Systems Architecture 610 ·
The Global Environment: Business Drivers and Challenges 611 · State of the Art 614
15.2 What are the alternative strategies for developing global businesses? 615
Global Strategies and Business Organization 615 · Global Systems to Fit the Strategy 616 · Reorganizing the Business 617
15.3 What are the challenges posed by global information systems and management solutions for these challenges? 618
A Typical Scenario: Disorganization on a Global Scale 618 · Global Systems Strategy 619 · The Management Solution: Implementation 622
15.4 What are the issues and technical alternatives to be considered when developing international information systems? 623
Computing Platforms and Systems Integration 623 · Connectivity 624 ·
Software Localization 625
◆ Interactive Session: Organizations E-Commerce Russian-Style 626
◆ Interactive Session: Management South Korea’s Restricted Internet 628 Review Summary 629 · Key Terms 630 · Review Questions 630 · Discussion Questions 631
Hands-On MIS Projects 631
Management Decision Problems 631 · Achieving Operational Excellence: Building a Job Database and Web Page for an International Consulting Firm 632 · Improving Decision Making: Conducting International Marketing and Pricing Research 632
Collaboration and Teamwork: 632
◆ Case Study: Unilever’s Push Toward Unified Global Systems 633
◆ References: 636
Glossary 637