Chapter 7
- What are the basic types of processes?
- Structured Processes
- Definition
- Formally defined , standardized processes that involve day to day operations.
- Dynamic Processes
- Definition
- Flexible, informal, and adaptive processes that normally involve strategic and less structured managerial decisions and activities.
- Work Group Process
- Definition
- Process that exists to enable work groups to fulfill the charter, purpose, and goals of a particular group or department.
- Work Group Information Systems
- Definition
- Support one or more processes within the work group.
- Also known as
- Functional Information Systems
- The program component of a functional information system is called a....
- Functional application
- Enterprise Processes
- Definition
- Processes that span an organization and support activities in multiple departments.
- Enterprise Information Systems
- Definition
- Support one or more enterprise processes.
- Inter-enterprise processes
- Definition
- Processes that span two or more independent organizations.
- Inter-enterprise Information Systems
- Definition
- Support one or more inter-enterprise processes.
- How can information systems improve process quality?
- Process Efficiency
- Definition
- Measure of the ratio of process outputs to inputs.
- Process Effectiveness
- Measure of how well a process achieves organizational strategy.
- Ways in Which Processes May Be Improved
- Change the Process Structure
- Reorganize the processes by reordering the tasks
- Change the Process Resources
- Change Allocation of Resources
- Identify Source Delays, and add more resources.
- Adding resources decreases source delays
- Change Both the Process Structure and Resources
- Ways in Which Information Systems Improve Process Quality
- Performing an activity (Process Activity)
- Partially automated
- Completely automated
- Augmenting a Human Performing an Activity
- Common reservation system
- Controlling Data Quality Process Flow
- Ensure that data values are correct
- Ensure that data is complete
- Ensure steps are performed on schedule
- Makes Correct Process Routing Decisions
- How do information systems eliminate the problems of information silos?
- Information Silo
- Definition
- The condition that exists when data are isolated in separated information systems.
- Problems of Information Silos
- Data Integrity
- Definition
- Organization has inconsistent or duplicated data.
- How do you solve the problems of information silos?
- Integrate the data into a single database and revise applications to use that database.
- How do CRM, ERP, and EAI support enterprise processes?
- The Need For Business Process Engineering
- Business Process Reengineering
- Definition
- The activity of altering existing and designing new business processes to take advantage of new information systems.
- Emergence of Enterprise Application Solutions
- Inherent Processes
- Definition
- Pre-designed procedures for using the software products, saved organizations from the expense, delays, and risks of business process re-engineering.
- Customer Relationship Management
- Customer Relationship Management System
- Definition
- A suite of applications, a database, and a set of inherent processes for managing all the the interactions with the customer, from lead generation to customer service.
- Customer Life Cycle
- Definition
- The cycle of marketing, customer acquisition, relationship management, and loss/churn.
- Enterprise Resource Planning (ERP)
- Definition
- Suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.
- Modules
- Definition
- Another name for ERP Application programs
- ERP System
- Definition
- Information system based on ERP technology.
- Primary Purpose
- Integration, by allowing the left hand of the organization to know what the right hand of the organization is doing.
- What can They Do?
- Display the current status of critical business factors to managers and executives.
- Enterprise Application Integration (EAI)
- Definition
- Suite of software applications that integrates existing systems by providing layers of software that connect applications together.
- What Does EAI do?
- Connects system islands via a new layer of software/system
- Enables existing applications to communicate and share data
- Provides integrated information
- Leverages existing systems
- Leaves functional applications as is, while providing an integration layer over the top.
- Enables a gradual move to ERP
- What are the elements of an ERP system?
- What should the applications of a true ERP system Integrate?
- Supply Chain
- Manufacturing
- CRM
- Human Resources
- Accounting
- ERP Databases
- Trigger
- Definition
- Computer program stored within the database that runs to keep the database consistent when certain conditions arise.
- Stored Procedure
- Definition
- Computer program stored in the database that is used to enforce business rules.
- Business Process Procedures
- Process Blueprints
- Definition
- Inherent processes that are defined in the ERP solution.
- Training and Consulting
- Train the Trainer
- Definition
- ERP training curricula and numerous classes in which vendors train employees to act as Super Users, who then train other employees in order to reduce cost.
- Industry Specific Solutions
- Definition
- Industry-Specific Solutions
- Starter kits for specific industries that include database configuration files and process blueprints that apply to ERP implementation in specific industries.
- What are the challenges of implementing and upgrading enterprise information systems?
- The Challenges
- Collaborative Management
- Requirements gaps
- Definition
- What an organization requires versus what an application can actually do.
- Transition Problems
- Transitioning requires careful planning and substantial training.
- Employee Resistance
- Employees fear change because it threatens their Self Efficacy.
- Self Efficacy
- Definition
- Person's belief that he or she can be successful at his or her job.
- How do inter-enterprise IS solve the problems of enterprise silos?
- Distributed Systems
- Definition
- Applications processing is distributed across multiple
- What do they do?
- Enable programs to receive data from, and display data to, a variety of mobile and desktop devices.
Chapter 8
- What is a social media information system?
- Social Media
- Definition
- Use of information technology to support the sharing of content among networks of users.
- Social Media Information System
- Information system that supports the sharing of content among networks of users.
- SMIS Roles
- Social Media Providers
- Definition
- Platforms enable the creation of social relationships among people with common interests.
- Users
- Definition
- Individuals and organizations that use social media sites to build social relationships .
- Communities
- Definition
- Groups of people related by a common interest.
- SMIS Components
- Hardware
- Software
- Data
- Content Data
- Data and responses to data that are contributed by users.
- Connection Data
- Data about relationships
- Procedures
- People
- How do SMIS advance organizational strategy?
- Dynamic
- Definition
- Its flow cannot be designed or diagrammed.
- Social Media and the Sales and Marketing Activity
- Social CRM
- Definition
- Dynamic, SM-based CRM process.
- Social Media and Manufacturing and Operations
- Crowdsourcing
- Definition
- Dynamic social media process of employing users to participate in product design or product redesign.
- Businesses to Consumer
- Defintion
- Relationships to market products to end users.
- Business to Business
- Definition
- Manufactures using social media to become industry leaders and promote brand awareness.
- How do SMIS increase social capital?
- Capital
- Definition
- Incestment of Resources For Future Profit
- Human Capital
- Definition
- Investment in human knowledge and skills for future profit.
- Social Capital
- Definition
- Investment in social relations with the expectation of returns in the marketplace.
- The Value of Social Capital
- Social Capital Adds Value In These Four Ways
- Information
- Definition
- Information concerning opportunities, alternatives, problems, and other factors important to business professionals.
- Influence
- Definition
- Influence decisions makers who are critical to your success.
- Social Credentials
- Definition
- Being linked to a network of highly regarded contacts.
- Personal Reinforcement
- Definition
- Reinforces professional identity, position, and image in an organization or industry.
- Value of Social Capital
- Definition
- The number of relationships in a social network, the strength of those relationships, and the resources controlled by each relationship.
- Using Social Networking to Increase the Number of Relationships
- Influencer
- Definition
- Their opinion may force a change in others' behavior and beliefs.
- Using Social Networks to Increase the Strength of Relationships
- Strength of a Relationship
- Definition
- Likelihood that the other entity in the relationship will do something that benefits the organization.
- Using Social Networks to Connect to Those with More Resources
- Social Capital = Number of Relationships x Relationship Strength x Entity Resources
- How do (some) companies earn revenue from social media?
- You Are the Product
- Monetize
- Definition
- Make Money From
- Revenue Models for Social Media
- Advertising
- Pay Per Click
- Definition
- Revenue model in which advertisers display ads to potential customers for free and pay only when the customer clicks.
- Use Increases Value
- Definition
- More people use a site, the more value it has, and the more people will visit it.
- Freemium
- Definition
- Revenue model offers users a basic service for free and then charges a premium for upgrades or advanced features.
- Ad-Blocking Software
- Definition
- Used by web users to filter out advertising content and rarely, if ever, see internet ads.
- Does Mobility Reduce Online Ad Revenue?
- Conversion Rate
- Definition
- Measures the frequency that someone who clicks on an ad makes a purchase, likes a site, or takes some other action desired by the advertiser.
- How do organizations develop an effective SMIS?
- Steps
- Define Your Goals
- Identify Success Metrics
- Key Performance Indicators
- Definition
- Metrics that indicate you achieved goals.
- Metrics
- Definition
- Measurements used to track performance
- Vanity Metrics
- Definition
- Metrics that don't improve your decision making.
- Success Metrics
- Definition
- Key performance indicators
- Identify the Target Audience
- Brand Awareness
- Description
- Extent that users recognize a brand
- Metrics
- Audience growth rates
- Brand mentions in Social Media
- Conversion Rates
- Description
- Measures the frequency that someone takes a desired action.
- Metrics
- Click rate on SM content
- Assisted social conversions
- Web site traffic
- Description
- Quantity, frequency, duration, and depth of visits to a Web Site.
- Metrics
- Visitor frequency rate, referral traffic from SM.
- User engagement
- Description
- Extent to which users interact with a site, application, or other media.
- Metrics
- Number of SM interactions
- Reshares SM content
- Define Your Value
- Financial Capital
- Definition
- Money
- Competitive Analysis
- Definition
- Identify the strengths and weaknesses in your competitors' use of social media.
- What is an enterprise social network (ESN)?
- Enterprise Social Network
- Definition
- Software platform that uses social media to facilitate cooperative work of people within an organization.
- Enterprise 2.0
- Web 2.0
- Definition
- Dynamic user-generated content systems
- Enterprise 2.0
- Definition
- Use of emergent social software platforms within companies, or between companies and their partners or customers.
- Folksonomy
- Definition
- Content structure that emerges from the processing of many user tags.
- Enterprise 2.0 Components
- SLATES
- Search
- Search for content
- Links
- Connects to resources
- Authoring
- Creating content
- Tags
- Definiton
- Natural emmergence of content organization structure
- Creation and Use of Folksonomy
- Extensions
- Measuring usage patterns of users to provide them with the content they desire, by predicting content of interest
- Signals
- Definition
- When something of interest occurs in organizational content.
- Publishing enterprising content to users based on subscriptions and alerts
- Changing Communication
- Communication Channels
- Definition
- Means of delivering messages
- Deploying Successful Enterprise Social Networks
- Best Practices
- Definition
- Methods that have been shown to produce successful results in prior implementations.
- How can organization address SMIS security concerns?
- Managing the Risk of Employee Communication
- Social Media Policy
- Definition
- Statement that delineates employees' rights and responsibilities.
- Pillars of Social Media Policy
- Disclose
- Definition
- To be transparent and Open
- Protect
- Definition
- To not overshare, slam competition, or tell secrets.
- Use Common Sense
- Definition
- Add value
- Do not inflame or respond to all criticism
- Admit Mistakes
- Managing the Risk of Inappropriate Content
- User Generated Content
- Content on your social media site that is contributed to by users
- Essence of SM relationships
- Problems from External Sources
- Junk and crackpot contributions
- Inappropriate content
- Unfavorable news
- Mutinous movements
- Responding to Social Networking Problems
- Leave it
- Respond to it
- Delete it
- 2025?
- Social Media Unification
Chapter 9
- How do Organizations use business intelligence (BI) Systems?
- Business Intelligence Systems
- Information systems that process operational, social, and other data to identify business intelligence for use by business professionals and other knowledge workers.
- Business Intelligence
- Definition
- Patterns, relationships, trends, and predictions.
- BI Application
- Definition
- Software component of a BI system
- Decision Support Systems
- Definition
- Decision Making BI Systems
- Uses of Business Intelligence
- Project Management
- Problem Solving
- Deciding
- Informing
- What Are Typical BI Applications?
- Identifying Changes in Purchasing Patterns
- BI for Entertainment
- Predictive Policing
- Definition
- Analyzing data of past crimes to predict where crimes are likely to occur next.
- What are three primary activities in the BI process?
- Data Acquisition
- Definition
- The Process of obtaining, cleaning, organizing, relating, and cataloging source data.
- BI analysis
- Definition
- Process of creating business intelligence.
- Primary Activities In The BI Process
- Data Sources
- Acquire Data
- Perform Analysis
- Publish Results
- Receive feedback
- Repeat
- Publish Results
- Definition
- Delivering business intelligence to the knowledge workers who need it.
- Push Publishing
- Definition
- Delivers business intelligence to users without any request from the users.
- Pull Publishing
- Definition
- Requires the user to request BI results.
- How do Organizations use data warehouses and data marts to acquire data?
- Data Warehouse
- Definition
- Facility for managing an organization's BI data.
- Functions of a Data Warehouse
- Obtain Data
- Cleanse Data
- Organize and Relate Data
- Catalog Data
- Business Intelligence Users
- Definition
- Specialists in data analysis
- Knowledge Workers
- Definition
- Nonspecialist users of BI
- Granularity
- Definition
- Level of detail represented by the data
- Data Mart
- Definition
- Data collection, smaller than the data warehouse, that addresses the needs of a particular department or functional area of the business.
- How do Organizations use reporting applications?
- Reporting application
- Definition
- BI application that inputs data from one or more sources and applies reporting operations to that data to produce BI.
- Basic Reporting Operations
- Sorting
- Filtering
- Grouping
- Calculating
- Formatting
- RFM Analysis
- Definition
- Technique readily implemented with basic reporting operations, used to analyze and rank customers according to their purchasing patterns.
- Online Analytical Processing
- Definition
- Provides the ability to sum, count, average, and perform other simply arithmetic operations on groups of data.
- Measure
- Definition
- Data Item of Interest
- Dimension
- Definition
- Characteristic of a measure
- OLAP Cube
- Definition
- Shows the Measure and Dimension of Each Measure in an OLAP Report
- Drill Down
- Definition
- Further divide the data into more detail.
- How do Organizations use data mining applications?
- Data Mining
- Definition
- Knowledge Discovery in Databases
- Unsupervised Data Mining
- Definition
- Analysts do not create a model or hypothesis before running the analysis, they apply a data mining application to the data and observe the results.
- Cluster Analysis
- Definition
- Statistical techniques identify groups of entities that have similar characteristics.
- Supervised data mining
- Definition
- Data miners develop a model prior to the analysis and apply statistical techniques to data to estimate parameters of the model.
- Regression analysis
- Definition
- Measures the effect of a set of variables on another variable.
- Neural Networks
- Definition
- Supervised data mining application used to predict values and make classifications.
- Market Basket Analysis
- Definition
- An unsupervised data mining technique for determining sales patterns.
- Cross Selling
- Definition
- Fact that customers who buy product "X" also buy product "Y", creates an opportunity for the products to be sold together.
- Support
- Definition
- Probability that two items will be purchased together
- Confidence
- Definition
- Conditional probability estimate
- Lift
- Definition
- Ratio of confidence to the base probability of buying an item.
- Decision Tree
- Definition
- Hierarchical arrangement of criteria that predict a classification or a value.
- How do Organizations use BigData applications?
- Review of Big Data
- Big Data data sets are at least a petabyte in size, but usually larger
- Big Data is generated rapidly
- Big Data has structured data, free-form text, log files, possibly graphics, audio, and video.
- Map Reduce
- Definition
- Technique for harnessing the power of thousands of computers working in parallel.
- Hadoop
- Definition
- Open source program supported by the Apache Foundation that implements MapReduce on potentially thousands of computers.
- Pig
- Definition
- Query language included with Hadoop.
- What is the role of knowledge management systems?
- Knowledge Management
- Definition
- Process of creating value from intellectual capital and sharing that knowledge with employees, managers, suppliers, customers, and others who need that capital.
- How Does Knowledge Management Benefit Organizations
- Improve Process Quality
- Increase Team Strength
- Expert Systems
- Definition
- Rule Based Systems that encode human knowledge in the form of If/Then rules.
- If/Then Rules
- Definition
- Statements that specify if a particular condition exists, and then to take some action.
- Expert System Shells
- Definition
- Programs that process a set of rules
- Content Management Systems
- Definition
- Information Systems that support the management and delivery of documents including reports, web pages, and other expressions of employee knowledge.
- Common Alternatives for Content Management Applications
- In-House Custom
- Off The Shelf
- Public Search Engine
- Hyper Social Knowledge Management
- Definition
- Application of social media and related applications for the management and delivery of organizational knowledge resources.
- Rich Directory
- Definition
- Employee Directory that includes not only the standard name, email, phone, and address but also organizational structure and expertise.
- What are the alternatives for publishing BI?
- Static Reports
- Definition
- BI documents that are fixed at the time of creation and do not change.
- Dynamic Reports
- Definition
- BI Documents that are updated at the time they are requested.
- BI Publishing Alternatives
- Email or Collaboration Tool
- Static Type
- Web Server
- Static/Dynamic Type
- SharePoint
- Static/Dynamic
- BI Server
- Dynamic
- Subscriptions
- Definition
- User requests for particular BI results on a particular schedule or in response to particular events.
- BI Server
- Definition
- Web Server Application that is purpose built for the publishing of business intelligence.
- 2025?
- The Singularity
- Computer Systems Become Capable of Thinking on Their Own and Developing Their Own Software
