Term
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Definition
| a vast collection of networks of computers that are interconnected both physically and through their ability to encode and decode specialized communication protocols called Internet Protocol (IP) and the Transmission Control Protocol (TCP) |
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Term
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Definition
| imply a specification of how computers exchange information |
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Term
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Definition
| describes how imformation to be transmitted should be broken down into small packets |
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Definition
| 5 major components - backbone, digital switch, proint of presence, computer servers, users' connecter computers |
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Term
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Definition
| a collection of high-speed telecommunications line that are connected by high-speed computers: this speed is called bandwidth and it refers to the capacity or speed of data transfer. the amount of information are digital 1's or 0's called bits |
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Term
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Definition
| connects each backbone line to another and the ones that decide which direction to pass traffic are called routers |
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Term
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Definition
| POP; simply a point of access to the network and consists of a switch (computer) that knows how to route traffic to the end users connected directly to it |
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Definition
| a combination of specialize hardware and software that provides protection from users and request outside a LAN |
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Definition
| consists of various types of hardware devices and other resources that organizations share |
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Definition
| the collection of computers on the internet that support a certain hypertext function |
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Term
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Definition
| is different from normal text in that it does not follow a linear parth from top to bottom; instead, one can follow items of interest in a nonlinear fashion by selecting words or pictures and immediately gaining more information on the items selected |
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Term
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Definition
| in the late 60's and early 70's as a result of the threat of nuclear attacks of the Cold War |
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Definition
| when the two computers were connected they called it the ARPAnet |
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Term
| early functions of the internet |
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Definition
| email; descussion lists/newsgroups - send messages out to subscribers; file transfer protocol (ftp) - transfer data much faster than before; telnet - or remote login, made it possble to perform functions on the remote computer as if the user were connected to the host on-site |
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Term
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Definition
| a researcher from CERN, developed the Hypertext Markup Language (HTML) in the 80's |
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Term
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Definition
| was used to create links to different computers but also display graphics associated with some files |
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Term
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Definition
| three main compononents: users, communication services, suppliers |
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Term
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Definition
| companies that use the internet intensively in the core of their business. further divided up into: ecommerce, content aggregators, market makers, broker/agents, service providers |
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Term
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Definition
| those companies that sell goods over the internet |
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Term
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Definition
| those that gather content from multiple sources and display that content on their sites |
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Term
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Definition
| act as intermediaries and run electronic markets |
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Term
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Definition
| act as intermediaries by facilitating transactions for a particular party |
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Term
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Definition
| furnish all other internet-based services |
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Term
| communication services (IVN section) |
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Definition
| subdivided in to backbone service providers, internet service providers, online service providers, last mile providers |
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Term
| backbone service providers |
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Definition
| those companies that maintain their own backbone lines |
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Term
| internet service providers |
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Definition
| deliver access to consumers and small to medium sized organizations |
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Term
| internet service providers |
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Definition
| deliver access to consumers and small to medium sized organizations |
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Term
| backbone service providers |
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Definition
| those companies that maintain their own backbone lines |
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Term
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Definition
| deliver access to consumers and small organizations but also provide content to subscribers |
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Term
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Definition
| develop, maintain and provide the physical connections (telephone, cable, or wireless connection) to consumers and small to medium sized organizations |
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Definition
| devided into three segments: content creators, software suppliers, hardware suppliers |
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Term
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Definition
| the developers and owners of intellectual capital. they produce such works as music,games, graphics, video, and text |
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Term
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Definition
| provide software products, such as word processing or spreadsheet applications, operating systems, printer drivers, databases, electronic commerce software, and so on |
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Term
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Definition
| three interrelated areas: communications equipment manufacturers - the producers of the various kinds of routers and other digital switches; computer equipment manufacturers - contain both client and server hardware, that is end user computers and server devices; hardware component manufacturers - sell computeer chips and peripherals such as disk drives to the computer hardware companies and the communications equipment companies |
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Term
| 10 major properties of the internet |
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Definition
| mediating technology, universality, network externalities, distribution channel, time moderator, information asymmetry shrinker, infinite virtual capacity, low cost standard, creative destroyer, transaction-cost reducer |
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Term
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Definition
| interconnects parties that are interdependent or want to be; can be business to business, business to consumer, consumer to consumer, or consumer to business |
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Term
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Definition
| refers to the internet's ability to both enlarge and shrink the world |
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Term
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Definition
| a technology or product exhibits this when it becomes more valuable to users as more people take advantage of it (metcalfe's law) |
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Term
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Definition
| the value of a network = the number of people in the network squared |
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Term
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Definition
| the internet acts a distribution channel for products that are largely information (software, music, video, information, any kind of data) |
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Term
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Definition
| the internet's ability to shrink and enlarge time |
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Term
| internet's two effects on existing distribution channels |
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Definition
| replacement effect and extension effect |
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Term
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Definition
| there is replacement if the internet is used to serve the same customers served by the old distribution channel without bring in new customers |
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Term
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Definition
| ex. investors who ordinarily cannot afford to buy stocks from stockbrokers can use the internet to participate in the stock market where they can afford the lower online brokerage fees |
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Term
| information asymmetry shrinker |
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Definition
| exists when one party has info that the other doesn't. ex: customers now know the actual price of cars thanks to the internet as opposed to the dealerships having all the info |
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Term
| infinite virtual capacity |
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Definition
| using technologies, the internet often gives customers the feeling that they no longer have to wait on hold or in a line for a product or service |
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Term
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Definition
| with the internet's easy way of adaptability it is keen on having low cost |
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Term
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Definition
| internet as ushered in a wave of "creative destruction" in many industries (ex. newspapers) |
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Term
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Definition
| the internet reduces transaction costs such as the costs of searching for sellers and buyers, collecting information on products, negotiation, writing, monitoring, etc.. |
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Term
| 10 properties of internet have a huge impact on these 5 c's in intrafirm |
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Definition
| coordination, commerce,community, content, and communication |
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Term
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Definition
| ensures that subtasks are performed, that information form A needed accomplish B or C does so on time and efficiently and that resources R are available for A, B, and C when needed and with little waste |
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Term
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Definition
| the marker over the internet that has potential to access cumstomers all over the world since customers everywhere ptentially have access to the internet |
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Term
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Definition
| business to business, business to consumer, consumer to consumer, consumer to business, intermediary models |
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Term
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Definition
| businesses buy and sell goods and services to and from each other |
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Term
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Definition
| provide a central point in the value system where sellers and buyers can go to find each other |
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Term
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Definition
| usually focus on an industry or marker and provide content that is specific to the industry's value system of sellers, buyers, and complementors |
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Term
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Definition
| provide the same function for different industries, allowing them to build function-specific capabilities |
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Term
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Definition
| businesses sell to consumers (Amazon) |
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Term
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Definition
| consumers sell to each other (EBAY) |
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Term
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Definition
| consumers state their prices and firms either take it or leave it (Priceline) |
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Term
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Definition
| play a role in commerce, different models are usually used in pricing the goods that are exchanged in transactions |
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Term
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Definition
| groupls with like interests can congregate online through chat rooms or message boards |
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Term
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Definition
| the information, entertainment and other products that are delivered over the internet |
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Term
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Definition
| the heart of the 5 c's, people use email, web phones or real-time video to exchange messages |
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Term
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Definition
| knowledge is explicit if it is codified, spelled out in writing and verbalized or coded in drawings, computer programs or other products |
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Term
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Definition
| is often embedded in the routines of organizations and the actions of an individual, and therefore is very difficult to copy |
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Term
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Definition
| almost impossible without the aid of information systems |
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Term
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Definition
| a simplified representation or abstraction of reality, models can calculate risks, understand uncertainty, change variables, and manipulate time |
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Term
| transaction processing systems (TPS) |
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Definition
| the basic business system that serves the operational level (analysts) in an organization |
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Term
| online transaction processing (OLTP) |
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Definition
| the capturing of transaction and event information using technology to: process the information according to defined business rules; store the information; update existing information to reflect the new information |
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Term
| online analytical processing (OLAP) |
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Definition
| the manipulation of information to create business intelligence in support of strategic decision making |
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Term
| Decision support system (DSS) |
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Definition
| models information to suuport managers and business professionals during the decision-making process |
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Term
| three quantitative models used by DSS's |
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Definition
| sensitivity analysis, what-if analysis, and goal-seeking analysis |
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Term
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Definition
| is the study of the impact that changes in one or more parts of the model have on other parts of the model |
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Term
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Definition
| checks the impact of change in an assumption on the proposed solution |
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Term
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Definition
| find the inputs necessary to achieve a goal such as a desired level of output |
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Term
| executive information systems (EIS) |
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Definition
| a specialized DSS that supports senior-level executives within the organization; differs from a DSS because an EIS typically contains data from external sources as well as data from internal sources |
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Term
| 3 capabilities offered by EIS |
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Definition
| consolidation, drill-down, slice and dice |
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Term
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Definition
| involves the aggregation of information and feature simple roll-ups to complex groupings of interrelated information |
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Term
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Definition
| enables users to get deatils, and details of deatils of information |
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Term
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Definition
| the ability to look at information from different perspectives |
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Term
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Definition
| integrate information from multiple components and tailor the information to individual preferences, they commonly use indicators to help executives quickly identify the status of key information |
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Term
| 3 categories of digital dashboard measures of business |
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Definition
| market pulse - examples include daily sales numbers, market share, and subscriber turnover; customer service - examples include problems resolved on the first call, call center wait times, and on time repair calls; cost driver - examples include number of repair trucks in the field, repair jobs completed each day, and call center productivity |
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Term
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Definition
| simulates human intelligence such as the ability to reason and learn |
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Term
| four most familiar categories of AI |
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Definition
| expert systems, neural network or artificial neural network, genetic algorithm, intelligent agent |
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Term
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Definition
| computerized advisory programs that imitate the reasoning of experts in solving difficult problems |
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Term
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Definition
| category of AI that attempts to emulate the way the human brain works, |
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Term
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Definition
| an artificial intelligence system that mimics the evolutions process to generate increasingly better solutions to a problem; finds the combination of inputs to yield the best outputs |
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Term
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Definition
| special purpose knowledge based information system that accomplishes specific tasks on behalf of its users (ex. shopping bot) |
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Term
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Definition
| these systems sift instantly through the information to uncover patterns and relationships that would elude an army of human researchers. common forms include cluster analysis, association detection, and statistical analysis |
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Term
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Definition
| a technique used to divide an information set into mutually exclusive groups such that the members of each group are as close together as possible to one another and the different groups are as far apart as possible |
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Term
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Definition
| reveals the degree to which variables are related and the nature and frequency of these relationships in the information |
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Term
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Definition
| most common association detection; analyzes such items as web sites and checkout scanner information to detect customers buying behavior |
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Term
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Definition
| performs such functions as information correlations, distributions, calculations and variance analysis |
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Term
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Definition
| implies that organizations that cannot adapt to the new demands placed on them for surviving in the information age are doomed to extinction |
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Term
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Definition
| a new way of doing things that initially does not meet the needs of existing customers; opens up new markets and destroys old ones |
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Term
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Definition
| produces an improved product customers are eager to buy, such as a faster car or larger hard drive |
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Term
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Definition
| the standards that specify the format of data as well as the rules to be followed during transmission |
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Term
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Definition
| developed a new computer program called the NCSA Mosaic, and gave it away. It was a browser that made it easier to access websites |
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Term
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Definition
| when those with access to technology have great advantages over those without access to technology |
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Term
| internet's impact on information |
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Definition
| easy to compile, increased richness, increased reach, improved content |
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Term
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Definition
| a set of economic, social and technology trends that collectively for the basis for the next generation of the internet ex. google, napster, blogging |
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Term
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Definition
| term to describe the evolution of we usage and interaction includes turning web into database, using artificial intelligence technologies of semantic web |
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Term
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Definition
| an evolving extension of the WWW in which web content can be expressed not only in natural language but all can be read by software agents |
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Term
| service-oriented architecture |
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Definition
| a collection of services that communicate with each other |
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Term
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Definition
| the buying and selling of goods and services over the internet |
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Term
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Definition
| conducting business over the internet |
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Term
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Definition
| an approach to conducting electronic business on the internet |
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Term
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Definition
| interactive business communities providing a central market place where multiple buyers and sellers can engage in e-business activities |
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Term
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Definition
| a version of a reatil store where customers can shop at any hour of the day without leaving their home |
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Term
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Definition
| consists of a number of e-shops, it serves as a gateway through which a visitor can access other e-shops |
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Term
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Definition
| operates in a physical store without internet |
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Term
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Definition
| operates on internet with no physical store ex. expedia |
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Term
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Definition
| has a physical store and internet presence |
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Term
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Definition
| sellers and buyers solicit consecutive bids from each other |
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Term
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Definition
| an auction that sellers use to find many buyers... like ebay |
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Term
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Definition
| an auction that buyers use to purchase products or services and pick lowest seller... autotrader |
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Term
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Definition
| a website or web application that uses content from more than one source to create a completely different new service |
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Term
| application programming interface (API) |
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Definition
| a set of routines, protocols, and tools for building software applications |
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Term
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Definition
| highly accessible, icreased customer loyalty, improved information content, increased convenience, increased global reach, decreased cost |
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Term
| four common tools for accessing internet information |
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Definition
| intranet, extranet, portal, kiosk |
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Term
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Definition
| an internalized portion of the internet protected from outside access; companies give access to employees |
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Term
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Definition
| an intranet that is available to stategic allies like customers, suppliers, and partners |
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Term
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Definition
| a website that offers a broad array of resources and services, such as email, discussion groups, search engines |
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Term
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Definition
| publicly accessible computer system that has been set up to allow interactive information browsing |
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Term
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Definition
| offers an extensive array of unique services such as its own version of web browser |
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Term
| application service provider |
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Definition
| a company that offers an organization access over the internet to systems and related services that would otherwise have to be located in personal or organizational computers |
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Term
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Definition
| define the specific responsibilities of the service provider and the customer expectations |
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Term
| 5 primary business areas taking advantage of e-business |
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Definition
| marketing/sales, financial services, procurement, customer service, intermediaries |
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Term
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Definition
| maintenance, repairs, operations |
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Term
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Definition
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Term
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Definition
| companies that use internet to distribute copyrighted content including news, music, games, books |
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Term
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Definition
| act as intermediaries between buyers and sellers. usually work for commission or fee |
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Term
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Definition
| give three services to market participants: place to trade; rules to govern trading; an infrastructure to support trading |
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Term
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Definition
| measures the visitor interactions with the target ad ex. timespent, pages viewed, repeat visits |
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Term
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Definition
| observes exact pattern of consumers navigation through a sit |
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Term
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Definition
| involves the use of strategies and technologies to transform governements by improving delivery of services and interaction in all branches of government |
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Term
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Definition
| the ability purchase goods and services through a wireless internet-enabled device |
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Term
| customer relationship management |
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Definition
| a business philosophy based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitve advantage in the future |
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Term
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Definition
| software program that sifts through information to reveal trends, explain outcomes, and predict results so that businesses can increase response rates and quickly identify profitable consumers |
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Term
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Definition
| how recently a customer purchased items |
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Term
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Definition
| how frequently a customer purchases items |
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Term
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Definition
| how much a customer spends on each purchase |
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Term
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Definition
| helps organizations identify their customers across other applications |
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Term
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Definition
| helps organizations segment customers into categories |
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Term
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Definition
| helps organizations made predictions regarding behavior |
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Term
| operational customer relationship management |
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Definition
| supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with customers |
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Term
| analytical customer relationship management |
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Definition
| supports back-office operations and strategic analysis and includes all systems that do not directly dea with customers. Designed to dig deep into historical consumer information and expose patterns of behavior on which a company can capitalize |
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Term
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Definition
| occurs when a web site knows enough about a customer that it can fashion offers that are more likely to appeal to that person |
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Term
| CRM implementation strategies |
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Definition
| clearly communicate the CRM strategy, define information needs and flows, build an integrated view of the customer, implement in iterations, scalability for organizations growth |
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Term
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Definition
| comples customer information from a variety of sources and segment the information into different marketing campaigns |
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Term
| campaign management systems |
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Definition
| guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis |
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Term
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Definition
| selling additional prodcuts or services to a customer (fries with that?) |
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Term
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Definition
| increasing the value of a sale (supersize?) |
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Term
| sales force automation (SFA) |
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Definition
| a system that automatically tracks all the steps in the sales process with a focus on increasing customer satisfaction, building customer relationships, and improving product sales |
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Term
| sales management CRM systems |
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Definition
| automate each phase of the sales process, helping indiviual sales reps coordinate and organize all their accounts |
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Term
| contact management CRM systems |
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Definition
| maintains customer contact information and identifies prospective customers for future sales |
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Term
| opportunity management CRM systems |
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Definition
| target sales opportunities by finding new customers or companies for future sales. Determine potential customers and competitors and define selling efforts like budgets and schedules. Advanced opportunity management can even calculate probability of a sale |
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Term
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Definition
| where customer service representatives answer customer inquiries and respond to problems through a number of different costumer touchpoints |
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Term
| web-based self-service systems |
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Definition
| allow customers to use the web to find answers to their questions |
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Term
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Definition
| access organizational databases that track similar issues or questions and automatically generate the details for the customer service rep who can relay them to the customer |
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Term
| supplier relationship management |
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Definition
| focuses on keeping suppliers satified by evaluating and categorizing suppliers for different projects |
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Term
| partner relationship management |
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Definition
| focuses on keeping vendors satisfied by managing partner and reseller relationships that provide customers with the optimal sales channel |
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Term
| employee relationship management |
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Definition
| assists employees in dealing with customers |
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Term
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Definition
| consists of all parties involved, directly or indirectly, in the procurement of a product or raw material |
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Term
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Definition
| involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability |
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Term
| supply chain 3 main components |
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Definition
| material flow from their suppliers to their upstream suppliers; transformation of materials into sermi-finished and finished products; distribution of products to customers and their downstream customers |
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Term
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Definition
| the ability to view all areas up and down the supply chain |
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Term
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Definition
| occurs when distorted product demand information passes from one entity to the next throughout the supply chain |
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Term
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Definition
| generates consumer demand forecasts using statistical tools and forecasting techniques |
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Term
| supply chain planning software |
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Definition
| uses advanced mathematical algorithms to improve the flow and efficiency of supply chain while reducing inventory |
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Term
| supply chain execution software |
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Definition
| automates the different steps and stages of the supply chain |
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Term
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Definition
| measures the performance of the IT system including throughput, speed, and availability |
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Term
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Definition
| measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increases |
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Term
| 4 primary drivers of supply chain management |
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Definition
| facilities, inventory, transportation, information |
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Term
| an organization should consider 3 primary components when determining facilities strategy |
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Definition
| location; capacity; operational design |
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Term
| inventory management and control software |
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Definition
| provides control and visibility to the status of individual items maintained in inventory |
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Term
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Definition
| the average amount of inventory held to satisfy customer demands between inventory deliveries |
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Term
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Definition
| extra inventory held in the event demand exceeds supply |
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Term
| global inventory management system |
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Definition
| provides the ability to locate, track, and predict the movement of every component or material anywhere upstream or downstream in the supply chain |
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Term
| transportation planning software |
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Definition
| tracks and analyzes the movement of materials and products to ensure the delivery of material and finished goods at the right time, right place, and lowest cost |
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Term
| distribution management software |
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Definition
| coordinates the process of transporting material from a manufacturer to distribution centers to the final customer |
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Term
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Definition
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Term
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Definition
| organizations receive or request info |
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Term
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Definition
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Term
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Definition
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Term
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Definition
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Term
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Definition
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Term
| enterprise resource planning |
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Definition
| integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations |
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Term
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Definition
| enterprise resource planning system increased sales from 300 to 800 million |
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Term
| core enterprise resource planning components |
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Definition
| accounting and finance; production and materials management; human resources |
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Term
| extended enterprise resource planning components |
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Definition
| business intelligence, customer relationship management, supply chan management, e-business |
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Term
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Definition
| integrate financial information; integrate customer order information; stadardize and speed up manufacturing process; reduce inventory; standardize human resource information |
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Term
| benefits of business process improvement |
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Definition
| double the gains of a project by streamlining outdated practices; enhance efficiency, promote compliance and standardization, make an organization more agile |
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Term
| 3 steps of business process improvement |
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Definition
| measure what matters most to customers; monitor the performance of key business processes; assign accountability for process improvment |
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Term
| customer facing processes |
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Definition
| result in a product or service that is received by an organizations external customer |
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Term
| business facing processes |
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Definition
| are invisible to external but important to effective management |
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Term
| continuous process improvement model |
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Definition
| steps firms take to continually assess, measure and change process |
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Term
| factors that accelerate the need to improve business processes |
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Definition
| Advances in technology, opening of new markets, increased free trade |
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Term
| business process reengineering |
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Definition
| the analysis and redesign of workflow; assumes the current process does not work |
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Term
| business process reegineering steps |
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Definition
| define scope and objectives of reengineering project; learning process; create new processes; implement solution |
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Term
| business process modeling (or mapping) |
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Definition
| activity of creating a detailed flow chart or process map of a work process showing its inputs, tasks, and activities in a sequence |
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Term
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Definition
| graphic description of a process that uses boxes and arrows |
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Term
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Definition
| represents the current state of the operation without an changes or improvements |
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Term
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Definition
| shows the results of applying change or improvement to the current business model |
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