Term
Functional Perspectives (x4) |
|
Definition
Sales & Marketing Manufacturing Human Resources Accounting & Finance (*what biz function does the system replace/is used for) |
|
|
Term
Constituency Perspectives (x4) |
|
Definition
Transaction Processing Managment Info & Decision-Support Executive Support *whose job does the IT support/replace? |
|
|
Term
Operational Level Systems (example for each functional perspective) |
|
Definition
[image] Take over the most basic levels of an org. - *Transaction Processing (TPS) Sales - Order Processing Manufacturing - Material Controls Fin./Acctg. - Payroll, A/P HR - Employee Recordkeeping |
|
|
Term
Management Level Systems (examples from each functional perspective) |
|
Definition
Take over mid-management positions -
*Mgmt Info (MIS) & Decision-Support (DSS)
Sales - Sales Mgmt & Analysis Manufacturing - Inventory Control & Scheduling Fin./Acctg. - Budgeting & Profitability Analysis HR - Relocation & Contract Cost Analysis |
|
|
Term
Strategic Level Systems (examples for each functional perspective) |
|
Definition
Take over the highest levels of an org. -
*Executive Support (ESS) Sales - 5-yr. Sales Trend Forecasts Manufacturing - 5-yr. Operations Planning Fin./Acctg. - Profit Planning HR -Personnel Planning |
|
|
Term
UPS' Order Tracking System ...is an example of ...? (functional & constituency perspective, why) |
|
Definition
Manufacturing & Production Perspective TPS ...it is a required part of UPS' core business: delivery |
|
|
Term
Newegg.com - Order Fulfillment ...is an example of...? |
|
Definition
Manufacturing TPS ...delivery is a core process of newegg.com's biz |
|
|
Term
Time-In/Time-Out Punch Clock ...is an example of...? |
|
Definition
Human Resources Perspective ...it manages hours worked, etc. |
|
|
Term
Consituency Perspectives: Operational |
|
Definition
- support operational managers - tracks basic activities & transactions |
|
|
Term
Constituency Perspectives: Management-Level |
|
Definition
serves _____ activities... - monitoring - controlling - decision-making - admin. |
|
|
Term
Consituency Perspectives: Strategic-Level |
|
Definition
- helps senior mgmt. - strategic issues (long-term planning)
|
|
|
Term
Consituency Perspective: Types of Systems (x4) |
|
Definition
Transaction Processing (TPS) - Operational Mgmt Info (MIS) - Management Decision-Support (DSS) - Management Executive Support (ESS) - Strategic |
|
|
Term
Relationships between Systems: Traditional vs. Contemporary Firms |
|
Definition
Traditional: - isolated systems that don't communicate - ↓ efficiency & value Contemporary: - highly integrated systems - ideal |
|
|
Term
| Flow of Info in Info Systems |
|
Definition
TPS → ↑MIS & ↑DSS MIS → DSS & ↑ESS DSS → ↑ESS ESS - executives make decisions |
|
|
Term
| Enterprise Applications (use/def.) |
|
Definition
automate processes across multiple biz functions & org. levels may extend outside the org. |
|
|
Term
| Enterprise Applications (types, x3) |
|
Definition
ERP - Enterprise Resource Planning
SCM - Supply Chain Mgmt. CRM - Customer Relationship Mgmt.
|
|
|
Term
| Enterprise Resource Planning System (ERP) |
|
Definition
support basic internal processes Links 4 functional perspectives & external partners (suppliers & customers) Provides 1 centralized database that all units use |
|
|
Term
| ERP Systems & how they work... |
|
Definition
interdependent modules that w/ common central database data can be accessed by anyone 1 info system |
|
|
Term
| ERP Systems - Business Value |
|
Definition
Unify firm structure (1 org.) Firm-wide knowledge based mgmt. ↑ efficiency customer-driven |
|
|
Term
| ERP Systems - Benefits (x4) |
|
Definition
Quality & Efficiency ↓ Costs Decision Support Enterprise Agility |
|
|
Term
|
Definition
Difficult to build - fundamental change in biz ops. Technology - very complex & $$$ Centralized - may not be best for all firms |
|
|
Term
|
Definition
| manages relationships w/ suppliers |
|
|
Term
|
Definition
Network of orgs. & processes that get RM → FG includes customers |
|
|
Term
|
Definition
Plan - Align supply chain w/ budget & biz plan Source - Identify supplier, delivery, inventory Make - Schedule production, WIP, quality controls
Deliver - Select carriers, warehouses, sales invoices Return - Authorize & give credit
|
|
|
Term
|
Definition
minimizes inventory RM in only as needed FG out as soon as produced Negative: causes distortion of demand along SC (bullwhip effect) |
|
|
Term
|
Definition
distortion of demand along the SC Part 1 - "demand will be X, to be safe I'll get Y" Part 2 - "1 got Y, so demand is Y, I better get Z" etc. |
|
|
Term
|
Definition
Production based on forecasts of demand products are "pushed" to customers Suppliers ← Manufacturer → Distributor → Customer |
|
|
Term
|
Definition
driven by actual customer orders (ex. Dell computers) Supplier ← Manufacturer ← Distributor ← Customer |
|
|
Term
|
Definition
Management automate flow of info company ↔ supplier Planning generate demand forecasts sourcing & manufacturing plans Execution manages physical flow of products ensures efficient deliveries
|
|
|
Term
|
Definition
coordinated activites throughout process links suppliers, manufacturers, & customers ↓ cost - time, inventory, etc. ↑ efficiency of reverse flow (returns) |
|
|
Term
| Customer Relationship Mgmt. (CRM) |
|
Definition
manage relationships w/ customers 1 IS to coordinate all biz processes consolidated & unified customer view (360) analytical tools for customer relationship |
|
|
Term
|
Definition
identifies high-value customers perks, etc. |
|
|
Term
|
Definition
customer interactions (ex. e-mail, phone, mail, etc.) identified by info in CRM system |
|
|
Term
CRM 3 Perspectives of Customer |
|
Definition
Sales - ###s & source Marketing - campaign data & analysis Service - help history |
|
|
Term
|
Definition
customer-facing applications (ex. sales force & marketing automation, customer service support, etc.) |
|
|
Term
|
Definition
analyze customer data generated by operational CRM ex. customer segmentation strategies customer profiles lead conversion customer value |
|
|
Term
|
Definition
↑ customer satisfaction ↓ churn rate ↑ effective mktg ↓ customer costs ↑ revenue from high-value customers, etc. |
|
|
Term
|
Definition
rate at which... customers stop using g/s from 1 company & turn to another |
|
|
Term
CRM *Performance Measures |
|
Definition
Cost per Lead Cost per Sale # of repeat customers Churn rate Sales closing rate
|
|
|
Term
| Changing Economies of Info |
|
Definition
Ubiquity - shopping can take place anywhere Global - internet ↑ available customers ↑ Availability of Information Individualized selling & customization
|
|
|
Term
|
Definition
Commerce - sales, commissions, transactions, etc. Content - subscription, document, etc. fees Community - advertising, referral, & membership fees Infrastructure - installing IS, licenses, etc. |
|
|
Term
| Internet Business Models (x8) |
|
Definition
1. Virtual Storefront 2. Information Broker 3. Transaction Broker 4. Online Marketplace 5. Content Provider 6. Online Service Provider 7. Virtual Community 8. Portal
|
|
|
Term
Internet Business Models Virtual Storefront |
|
Definition
sells g/s online ex. - Amazon.com |
|
|
Term
Internet Business Models Information Broker |
|
Definition
Provides info on g/s (usually requires membership to access) ex. - Edmunds.com |
|
|
Term
Internet Business Models Transaction Broker |
|
Definition
pairs buyers & sellers provides online transaction facility ex. - eTrade.com, Expedia.com |
|
|
Term
Internet Business Models Online Marketplace |
|
Definition
provides a trading platform for other buyers & sellers ex. - eBay.com, craigslist.com |
|
|
Term
Internet Business Models Content Provider |
|
Definition
revenue from providing content - ex. - Wall Street Journal (WSJ.com) ESPN Insider (ESPN.com) |
|
|
Term
Internet Business Models Online Service Provider |
|
Definition
Provides online services...including search engines - ex. - Google.com PayPal |
|
|
Term
Internet Business Models Virtual Community |
|
Definition
Provides an online community to specific groups (social networking) - ex. - Facebook.com MySpace.com |
|
|
Term
Internet Business Models Portal |
|
Definition
Provides initial point of entry to the internet Specialized content & services - ex. - Yahoo.com MSN.com Firefox-Google Homepage |
|
|
Term
Internet Business Models...examples... Overstock.com online retailer of clothing, electronics, books, etc. |
|
Definition
|
|
Term
Internet Business Models...examples... GoDaddy.com provides domain names for a fee |
|
Definition
|
|
Term
Internet Business Models...examples... Xdrive.com online data storage |
|
Definition
|
|
Term
Internet Business Models...examples... TalktoChuck.com provides stock trades & online banking services |
|
Definition
|
|
Term
Internet Business Models...examples... Match.com online database of local active singles |
|
Definition
|
|
Term
Internet Business Models...examples... Wikipedia.org online user-created encyclopedia |
|
Definition
|
|
Term
Internet Business Models...examples... SecondLife.com virtual "real-world" similar to the Sims |
|
Definition
Content Provider Virtual Community |
|
|
Term
|
Definition
Business to Customer (B2C) Business to Business (B2B) Consumer to Consumer (C2C) |
|
|
Term
eCommerce Business to Business (B2B) |
|
Definition
sales of g/s to other businesses includes EDI |
|
|
Term
eCommerce Consumer to Consumer (C2C) |
|
Definition
individuals using the web for private sales online marketplaces - ex. - eBay.com Amazon Marketplace |
|
|
Term
eCommerce Advantages of B2C (x4) |
|
Definition
Customer-centered retailing closer, more personalized relationship w/ customer Web Sites consumer can find info quicker & make purchases Disintermediation eliminates the middle-man... ↓costs & ↓price Reintermediation shifts intermediary role → ↑ value for consumer
|
|
|
Term
| Web Personalization (& benefits) |
|
Definition
customer-unique websites product recommendations based on shopping history ↓ interaction cost |
|
|
Term
|
Definition
1. collects consumer info 2. compares to other consumers, markets, etc. 3. product recommendations based on #2 |
|
|
Term
| Electronic Data Interchange (EDI) |
|
Definition
computer-to-computer exchange between 2 orgs. of standard transactions |
|
|
Term
|
Definition
Connection View - IT as a tool used by workers Immersion View - IT as environment surrounding workers Fusion View - IT as a fusion w/ workers |
|
|
Term
| Strategic Biz Objectives of IT (x6) |
|
Definition
1. Operational Excellence ↑efficiency of operations for competitive advantage ex. - Wal-Mart 2. New G/S new IT introduces new g/s to market ex. - NetFlix vs. Blockbuster 3. Customer & Supplier Intimacy ↑ integration w/ members of SC ex. - JCPenny & shirt orders 4. Improved Decision Making IT = better, quicker info 5. Competitive Advantage IT should enable better processes than competitors ex. - Dell 6. Survival from #5, must adopt new IT to keep up ex. - ATMs & banks |
|
|
Term
| Complementary Assets necessary for IT |
|
Definition
Organizational Assets
culture, biz model & processes, IS, etc. Managerial Assets mgmt. support, teamwork, training, etc. Social Assets Society's investment, laws, internet, education, etc.
|
|
|
Term
|
Definition
Raw, unorganized data ↓ Information System ↓ Organized, usable information |
|
|
Term
|
Definition
Organizational People, processes, culture, etc.
Management used to make decisions (S-T & L-T)
Technology hardware, software, networks, etc.
|
|
|
