Chapter 1:

1) List and describe six reasons why information systems are so important for
business today.
- Operational Excellence
Businesses continuously seek to improve the efficiency of their operations in order
to achieve higher profitability. Information systems and technologies are some of
the most important tools available to managers for achieving higher levels of
efficiency and productivity in business operations, especially when coupled with
changes in business practices and management behavior.
- New Products, Services, and Business Models
Information systems and technologies are a major enabling tool for firms to create
new products and services as well as entirely new business models. A business
model describes how a company produces, delivers, and sells a product or service
to create wealth.
- Customer and Supplier Intimacy
When a business really knows its customers and serves them well, the customers
generally respond by returning and purchasing more. This raises revenues and
profits. Likewise with suppliers, the more a business engages its suppliers, the
better the suppliers can provide vital inputs. This lowers costs. How to really know
your customers or suppliers is a central problem for businesses with millions of
offline and online customers.
- Improved Decision Making
Many business managers operate in an information fog bank, never really having
the right information at the right time to make an informed decision. Instead,
managers rely on forecasts, best guesses, and luck. The result is over- or
underproduction of goods and services, misallocation of resources, and poor
response times. These poor outcomes raise costs and lose customers. In the past
decade, information systems and technologies have made it possible for managers
to use real-time data from the marketplace when making decisions.
- Competitive Advantage
When firms achieve one or more of these business objectives—operational
excellence; new products, services, and business models; customer/supplier
intimacy; and improved decision making—chances are they have already achieved
a competitive advantage. Doing things better than your competitors, charging less
for superior products, and responding to customers and suppliers in real time all
add up to higher sales and higher profits that your competitors cannot match.
- Survival
Business firms also invest in information systems and technologies because they
are necessities of doing business. Sometimes these “necessities” are driven by
industry-level changes. For instance, after Citibank introduced the first automated
teller machines (ATMs) in the New York region in 1977 to attract customers
through higher service levels, its competitors rushed to provide ATMs to their
customers to keep up with Citibank. Today, virtually all banks in the United States
have regional ATMs and link to national and international ATM networks, such as
CIRRUS. Providing ATM services to retail banking customers is simply a
requirement of being in and surviving in the retail banking business.
There are many federal and state statutes and regulations that create a legal duty
for companies and their employees to retain records, including digital records. For
instance, the Toxic Substances Control Act (1976), which regulates the exposure of
U.S. workers to more than 75,000 toxic chemicals, requires firms to retain records
on employee exposure for 30 years. The Sarbanes-Oxley Act (2002), which was
intended to improve the accountability of public firms and their auditors, requires
certified public accounting firms that audit public companies to retain audit
working papers and records, including all e-mails, for five years. The Dodd-Frank
Wall Street Reform and Consumer Protection Act (2010), which was intended to
strengthen regulation of the banking industry, requires firms to retain all records
for 10 years. Many other pieces of federal and state legislation in health care,
financial services, education, and privacy protection impose significant
information retention and reporting requirements on U.S. businesses. Firms turn to
information systems and technologies to provide the capability to respond to these
challenges.
2) Define an information system and describe the activities it performs.
- Define: years. The Dodd-Frank Wall Street Reform and Consumer Protection Act
(2010), which was intended to strengthen regulation of the banking industry,
requires firms to retain all records for 10 years. Many other pieces of federal and
state legislation in health care, financial services, education, and privacy protection
impose significant information retention and reporting requirements on U.S.
businesses. Firms turn to information systems and technologies to provide the
capability to respond to these challenges.
-

Three activities in an information system produce the information that

organizations need to make decisions, control operations, analyze problems, and
create new products or services. These activities are input, processing, and output.
Input captures or collects raw data from within the organization or from its external
environment. Processing converts this raw input into a meaningful form. Output
transfers the processed information to the people who will use it or to the activities
for which it will be used. Information systems also require feedback, which is
output that is returned to appropriate members of the organization to help them
evaluate or correct the input stage.
3) List and describe the organizational, management, and technology dimensions
of information systems.

- An organization coordinates work through its hierarchy and through its

business processes. Most organizations’ business processes include formal rule
that have been developed over a long time for accomplishing tasks. These rules
guide employees in a variety of procedures, from writing an invoice to responding
to customer complaints. Some of these business processes have been written down,
but others are informal work practices, such as a requirement to return telephone
calls from coworkers or customers, that are not formally documented. Information
systems automate many business processes.
- Each organization has a unique culture, or fundamental set of assumptions,
values, and ways of doing things, that has been accepted by most of its members.
You can see organizational culture at work by looking around your university or
college. Some bedrock assumptions of university life are that professors know
more than students, that the reason students attend college is to learn, and that
classes follow a regular schedule. Parts of an organization’s culture can always be
found embedded in its information systems. For instance, UPS’s first priority is
customer service, which is an aspect of its organizational culture that can be found
in the company’s package tracking systems, which we describe in this section.
- Different levels and specialties in an organization create different interests and
points of view. These views often conflict over how the company should be run
and how resources and rewards should be distributed. Conflict is the basis for
organizational politics. Information systems come out of this cauldron of differing
perspectives, conflicts, compromises, and agreements that are a natural part of all
organizations.

- Managers perceive business challenges in the environment, they set the

organizational strategy for responding to those challenges, and they allocate the
human and financial resources to coordinate the work and achieve success.
Throughout, they must exercise responsible leadership. The business information
systems described reflect the hopes, dreams, and realities of real-world managers.
They must also create new products and services and even re-create the
organization from time to time. A substantial part of management responsibility is
creative work driven by new knowledge and information. Information technology
can play a powerful role in helping managers design and deliver new products and
services and redirecting and redesigning their organizations.

4) Define complementary assets and describe their relationship to information

technology.
- Complementary assets are those assets required to derive value from a primary
investment (Teece, 1998). For instance, to realize value from automobiles requires
substantial complementary investments in highways, roads, gasoline stations,
repair facilities, and a legal regulatory structure to set standards and control
drivers.
- Research indicates that firms that support their technology investments with
investments in complementary assets, such as new business models, new business
processes, management behavior, organizational culture, or training, receive
superior returns, whereas those firms failing to make these complementary
investments receive less or no returns on their information technology investments
(Brynjolfsson, 2005; Brynjolfsson and Hitt, 2000; Laudon, 1974). These
investments in organization and management are also known as organizational and
management capital.
5) Describe the complementary social, managerial, and organizational assets
required to optimize returns from information technology investments.

(KHÔNG CẦN CHÉP 6 & 7)

6) CASE: Can You Run the Company with Your iPhone?
1. What kinds of applications are described here? What business functions do they
support? How do they improve operational efficiency and decision making?
- The applications described in this case study focus on email, social networking,
sales enforcement management and messaging.
- These apps have been designed to carry out certain business functions such as
allowing companies to communicate with colleagues across departments and
collaborate together.
- These applications have allowed business managers or owners to communicate
with employees and run large companies from afar, as they are able to analyze
customer data and approve product designs thus making their companies more
efficient. As is the case with the company Jackson Kayak’s where the owner
Jackson uses applications to make business decisions and edit spreadsheets and
send them to the home office.
2. Identify the problems that the business in this case study solved by using mobile
digital devices.
- Using mobile digital devices, Jackson was able to run his kayak company while
traveling. The owner is able to connect with the company’s home office in
Tennesee, allowing him to make key business decisions, edit spreadsheets and
presentations plus approve product designs, making the business more efficient.
- Using handheld devices, GE is able to gather customer data and analyze the data
to find patterns and help them fix any potential problems that may occur.
Applications also enable the business to manage its inventory across the globe and
allows to zoom in on specific transformers and read the performance indicators of
that transformer.
- Dow Corning use their application to monitor their website traffic and the online
sales that the company makes. This technology allows their upper level
management to see if there are any performance issues with the company.
- Sunbelt Rentals have created a custom application that allows them to combine
multiple systems and databases into one, making it much easier for their sales
team. This custom application integrates the data from several different business
functions.
3. What kinds of businesses are most likely to benefit from equipping their
employees with mobile digital devices such as iPhones and iPads?

The companies that would most

likely benefit from equipping
their employees with mobile
digital devices would
companies that need to
constantly communicate with its
employees or for
its employees to communicate
with each other. Large retail
companies would highly benefit
from
using mobile digital devices, as
employees from different
business functions would be
able to
communicate with each other
e.g. employees in inventory
could communicate with sales
associates. Companies that also
need to communicate with its
customers such as real estate
agents, banks or insurance
companies would also benefit
from equipping its customers
with
mobile devices. This is because
they would be able to keep in
constant contact with customers
about new house listings,
suspicious credit card
transactions or insurance policy
renewals.
- The companies that would most likely benefit from equipping their employees
with mobile digital devices would companies that need to constantly communicate
with its employees or for its employees to communicate with each other.
- Large retail companies would highly benefit from using mobile digital devices, as
employees from different business functions would be able to communicate with
each other, for example, employees in inventory could communicate with sales
associates.
- Companies that also need to communicate with its customers such as real estate
agents, banks or insurance companies would also benefit from equipping its
customers with mobile devices. This is because they would be able to keep in
constant contact with customers about new house listings, suspicious credit card
transactions or insurance policy renewals.
4. One company deploying iPhones has stated, “The iPhone is not a game changer,
it’s an industry changer. It changes the way that you can interact with your
customers” and “with your suppliers.” Discuss the implications of this statement.
- The introduction of mobile digital devices such as the iPhone have definitely
changed the industry in terms of customer interaction and supplier interaction.
With the iPhone, companies are able to conduct business at all times of the day
making them more flexible, instead of sticking to rigid business hours, allowing
them to keep in touch with suppliers so they can place orders. With regard to
customer interaction, the iPhone has enabled customers to view or purchase a
company’s products online without having to physically going to the store,
however it has also reduced the face to face business interactions with customers
that took place before the development of mobile digital devices.
7) CASE: UPS Competes Globally with Information Technology
1. What are the inputs, processing, and outputs of UPS’s package tracking system?

2. What technologies are used by UPS? How are these technologies related to
UPS’s business strategy?

These technologies are related to UPS’s business strategy because they are making
their presence known to all by having app on every platform. By having its
presence everywhere and easy of accessibility helps its get ahead of it competitors.
Because people prefer easy of access it help UPS has a higher chance of getting
more customers than those who do not have very much presence.
3. What strategic business objectives do UPS’s information systems address?
4. What would happen if UPS’s information systems were not available?
Chapter 2:
8) What are business processes? How are they related to information systems?
- Business processes, refer to the manner in which work is organized, coordinated,
and focused to produce a valuable product or service. Business processes are the
collection of activities required to produce a product or service. These activities are
supported by flows of material, information, and knowledge among the
participants in business processes. Business processes also refer to the unique ways
in which organizations coordinate work, information, and knowledge, and the ways
in which management chooses to coordinate work.
The performance of a business firm depends on how well its business processes are
designed and coordinated. A company’s business processes can be a source of
competitive strength if they enable the company to innovate or to execute better
than its rivals. Business processes can also be liabilities if they are based on
inefficient ways of working that impede organizational responsiveness and
efficiency.
- Information systems automate many steps in business processes that were
formerly performed manually, such as checking a client’s credit or generating an
invoice and shipping order. But today, information technology can do much more.
New technology can actually change the flow of information, making it possible
for many more people to access and share information, replacing sequential steps
with tasks that can be performed simultaneously, and eliminating delays in
decision making. New information technology frequently changes the way a
business works and supports entirely new business models. Downloading a Kindle
e-book from Amazon, buying a computer online at Best Buy, and downloading a
music track from iTunes are entirely new business processes based on new
business models that would be inconceivable without today’s information
technology.
9) Describe the characteristics of transaction processing systems (TPS) and the
roles they play in a business.
- A transaction processing system is a computerized system that performs and
records the daily routine transactions necessary to conduct business, such as sales
order entry, hotel reservations, payroll, employee record keeping, and shipping.
- The principal purpose of systems at this level is to answer routine questions and
to track the flow of transactions through the organization. How many parts are in
inventory? What happened to Mr. Smith’s payment? To answer these kinds of
questions, information generally must be easily available, current, and accurate.
10) Describe the characteristics of decision support systems (DSS) and how they
benefit businesses.
- The characteristics of DSS are:
+ Decision-support systems (DSS) focus on problems that are unique and rapidly
changing, for which the procedure for arriving at a solution may not be fully
predefined in advance. They try to answer questions such as these: What would be
the impact on production schedules if we were to double sales in the month of
December? What would happen to our return on investment if a factory schedule
were delayed for six months?
+ Although DSS use internal information from TPS and MIS, they often bring in
information from external sources, such as current stock prices or product prices of
competitors. The systems incorporate both data and models.
+ These systems are employed by “super-user” managers and business analysts
who want to use sophisticated analytics and models to analyze data. They support
managerial judgment rather than replacing it, and improve the effectiveness of the
decisions; not the efficiency with which decisions are being made.
- They benefit the business by the following ways:
+ A DSS enables the solution of complex problems that ordinarily cannot be
solved by other computerized approaches.
+ A DSS enables a thorough quantitative analysis in a very short time. Even
frequent changes in a scenario can be evaluated objectively in a timely manner.
+ DSS imparts ability to try several different strategies under different
configurations, quickly and objectively.
+ Data collection and model construction experimentations are executed with
active users’ participation; thus greatly facilitating communication among
managers.
+ Routine application of DSS results in reducing or eliminating the cost of wrong
decisions. Thus decisions are of a high quality and have a greater chance of
successful implementation.
11) Describe the characteristics of executive support systems (ESS) and explain
how these systems differ from DSS.
- Characteristics of ESS:
+ ESS address the decision-making needs of senior management. Senior managers
need systems that focus on strategic issues. They address non-routine decisions
requiring judgment, evaluation, and insight because there is no agreed-on
procedure for arriving at a solution. ESS present graphs and data from many
sources through an interface that is easy for senior managers to use. Often the
information is delivered to senior executives through a portal, which uses a web
interface to present integrated personalized business content and long-term trends,
both in the firm and in the external environment.
+ ESS are designed to incorporate data about external events, such as new tax laws
or competitors, but they also draw summarized information from internal MIS and
DSS. They filter, compress, and track critical data, displaying the data of greatest
importance to senior managers. Increasingly, such systems include business
intelligence analytics for analyzing trends, forecasting, and “drilling down” to data
at greater levels of detail.
- Differences between ESS and DSS:
While DSS is decision support system that are designed to help managers come up
with solutions to problems on the basis of a data base or knowledge base, ESS is
executive support system that presents summarized information that is used by
executives to come up with best possible solution to problems. This they do with
the help of their education, experience and business environment that they face.
12) Explain how enterprise applications improve organizational performance.
- Enterprise applications are systems that span functional areas, focus on executing
business processes across the firm, and include all levels of management.
Enterprise applications help businesses become more flexible and productive by
coordinating their business processes more closely and integrating groups of
processes so they focus on efficient management of resources and customer
service.
- There are four major enterprise applications: enterprise systems, supply chain
management systems, customer relationship management systems, and knowledge
management systems. Each of these enterprise applications integrates a related set
of functions and business processes to enhance the performance of the organization
as a whole.
- Particularly, enterprise systems integrate the key internal business processes of a
firm into a single software system so that information can flow throughout the
organization, improving coordination, efficiency, and decision making. Supply
chain management systems help the firm manage its relationship with suppliers to
optimize the planning, sourcing, manufacturing, and delivery of products and
services. Customer relationship management uses information systems to
coordinate all of the business processes surrounding the firm’s interactions with its
customers to optimize firm revenue and customer satisfaction. Knowledge
management systems enable firms to optimize the creation, sharing, distribution, of
knowledge to improve business processes and management decisions.
13) List and describe the business benefits of collaboration and social business

-
14) List and describe the various types of collaboration and social business tools.
- E-mail and instant messaging (including text messaging) have been major
communication and collaboration tools for interaction jobs. Their software
operates on computers, mobile phones, tablets, and other wireless devices and
includes features for sharing files as well as transmitting messages. Many instant
messaging systems allow users to engage in real-time conversations with multiple
participants simultaneously. In recent years, e-mail use has declined, with
messaging and social media becoming preferred channels of communication.
- Wikis are a type of website that makes it easy for users to contribute and edit text
content and graphics without any knowledge of web page development or
programming techniques. The most well-known wiki is Wikipedia, the largest
collaboratively edited reference project in the world. It relies on volunteers, makes
no money, and accepts no advertising.
Wikis are very useful tools for storing and sharing corporate knowledge and
insights. Enterprise software vendor SAP AG has a wiki that acts as a base of
information for people outside the company, such as customers and software
developers who build programs that interact with SAP software. In the past, those
people asked and sometimes answered questions in an informal way on SAP online
forums, but that was an inefficient system, with people asking and answering the
same questions over and over.
- Virtual worlds, such as Second Life, are online 3-D environments populated by
“residents” who have built graphical representations of themselves known as
avatars. Companies like IBM, Cisco, and Intel Corporations use the online world
for meetings, interviews, guest speaker events, and employee training.
Real-world people represented by avatars meet, interact, and exchange ideas at
these virtual locations using gestures, chat box conversations, and voice
communication.
- There are now suites of software products providing multifunction platforms for
collaboration and social business among teams of employees who work together
from many different locations. The most widely used are Internet-based audio
conferencing and video conferencing systems, cloud collaboration services such as
Google’s online services and tools, corporate collaboration systems such as
Microsoft SharePoint and IBM Notes, and enterprise social networking tools such
as Salesforce Chatter, Microsoft Yammer, Jive, Facebook Workplace, and IBM
Connections.
15) Describe how the information systems function supports a business
- The information systems department is the formal organizational unit responsible
for information technology services. It is responsible for maintaining the hardware,
software, data storage, and networks that comprise the firm’s IT infrastructure. The
department consists of specialists, such as programmers, systems analysts, project
leaders, and information systems managers, and is often headed by a CIO
- CIO is a chief information officer. The CIO is a senior manager who oversees the
use of information technology in the firm. Programmers are highly trained
technical specialists who write the software instructions for computers. Systems
analysts constitute the principal liaisons between the information systems groups
and the rest of the organization. It is the systems analyst’s job to translate business
problems and requirements into information requirements and systems.
Information systems managers are leaders of teams of programmers and analysts,
project managers, physical facility managers, telecommunications managers, or
database specialists. They are also managers of computer operations and data entry
staff. Also, external specialists, such as hardware vendors and manufacturers,
software firms, and consultants, frequently participate in the day-to-day operations
and long-term planning of information systems.
(không cần chép câu này)
16) CASE: Videoconferencing: Something for Everyone
1. Compare the capabilities of Cisco’s IX5000 telepresence and the Logitech Smart
Dock systems. How do they promote collaboration and innovation?
- Cisco’s IX5000 is an affordable video conferencing tool compared to the
technologies of the past. Supporting up to 18 participants, three high-resolution
cameras along with a cinematic surround sound experience. The motion capture,
and detection of participants allows for a very in-depth experience. Starting at
$299,000 and going up to $339,000; it can be installed in less than 8 hours which is
twice as fast as the former technologies, as well as using half the energy to operate.
The Logitech SmartDock systems are not stationary to a conference room.
They are more mobile and used for things like interviewing candidates,
host meetings and other tasks. It’s linked to the Microsoft Surface Tablets
through the Skype For Business (owned by Microsoft), its compatible with
other products such as Microsoft Office. This enables live document sharing and
editing. It is also compatible with Logitech Conference cams and ranges between
$199 and $3999. A much more scaled down method of video conferencing
and collaboration, and much more mobile and accessible through smartphones and
laptops.
- Both technologies in their own way promote collaboration. The Cisco IX5000
allows for video toggling between participants when someone is using the
whiteboard. While the Logitech SmartDock systems are compatible with Microsoft
Office, which enable productivity and videoconferencing in one single click.
Collaboration:

Innovation:
2. Why would a company like Produban want to invest in a high-end telepresence
system such as Cisco’s IX5000? How is videoconferencing technology and
telepresence related to Produban’s business model and business strategy?
- 120 companies have been serviced by Produban in areas such as data center
design and operation, IT infrastructure, and IT platform design and operation as a
service. Produban is dedicated and interested in technology innovation and
continuous improvement. They also serve for technology risk management and
business continuity. By using Cisco IX5000 system it brings people from all over
the world together to make better decisions and faster and more effectively.
Produban has invested in 76 Cisco Telepresence rooms worldwide. IX5000 has
lowered total cost of ownership and can be installed into space as small as 19 feet
by 14 feet. With 50 percent less, power usage, 50 percent less data transmission
capacity, and half the installation time of earlier systems (only eight hours), the IX
5000 reduces TCO by 30 percent over three years.
- Produban business model is to potentially expand and maximize the technology
and continuous improvement for companies who are intrigued by using the latest
technology telepresence for its own desire or satisfaction.
3. Why would King County, Washington want to implement the Logitech
SmartDock system? What business benefits did it obtain from using this
technology?
- King County implemented the Logitech SmartDock for Skype Room Systems in
over 30 collaboration spaces to provide an easy-to-use and familiar video
conference experience in every location. Group collaboration is easy, now that
employees no longer have to hop in their cars and drive across the county to go
over things like spreadsheets. King County is also now able to hold Skype
interviews with potential candidates. After implementing Logitech SmartDock for
Skype Room Systems, collaboration and communication have improved
tremendously in King County. Important documents can be securely embedded in
the conference system and instantly shared, so everyone, no matter what
department, is on the same page. Meetings are shorter and more productive, and
recruiting top talent is easier than ever. Thanks to SmartDock and Skype Room
Systems, KCIT has simplified workflow and increased collaboration while
decreasing travel time at an affordable price.
- Different organizations that may profit by utilizing telepresence administrations
are the individuals who are working in the tasks field and have various areas for
their organization; like vehicle makers or kitchen item producers and merchants.
At the point when an issue happens in one of their areas, the representatives and
the proprietors can meet and talk about the issue and unravel the circumstance way
quicker and more effectively than previously. Without this framework they would
need to make a trip to the area and burn through a great deal of time.
Chapter 3:
17) Which features of organizations do managers need to know about to build and
use information systems successfully?
- All modern organizations are hierarchical, specialized, and impartial, using
explicit routines to maximize efficiency.
- All organizations have their own cultures and politics arising from differences in
interest groups, and they are affected by their surrounding environment.
- Organizations differ in goals, groups served, social roles, leadership styles,
incentives, types of tasks performed, and type of structure.
=> These features help explain differences in organizations’ use of information
systems. Information systems and the organizations in which they are used interact
with and influence each other.
18) What is the impact of information systems on organizations?

19) 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?
- In Porter’s competitive forces model, the strategic position of the firm and its
strategies are determined by competition with its traditional direct competitors, but
they are also greatly affected by new market entrants, substitute products and
services, suppliers, and customers. Information systems help companies compete
by maintaining low costs, differentiating products or services, focusing on market
niche, strengthening ties with customers and suppliers, and increasing barriers to
market entry with high levels of operational excellence.
- The value chain model highlights specific activities in the business where
competitive strategies and information systems will have the greatest impact. The
model views the firm as a series of primary and support activities that add value to
a firm’s products or services. Primary activities are directly related to production
and distribution, whereas support activities make the delivery of primary activities
possible. A firm’s value chain can be linked to the value chains of its suppliers,
distributors, and customers. A value web consists of information systems that
enhance competitiveness at the industry level by promoting the use of standards
and industry wide consortia and by enabling businesses to work more efficiently
with their value partners.
- Because firms consist of multiple business units, information systems achieve
additional efficiencies or enhance services by tying together the operations of
disparate business units.
- Information systems help businesses leverage their core competencies by
promoting the sharing of knowledge across business units.
- Information systems facilitate business models based on large networks of users
or subscribers that take advantage of network economics. A virtual company
strategy uses networks to link to other firms so that a company can use the
capabilities of other companies to build, market, and distribute products and
services. In business ecosystems, multiple industries work together to deliver value
to the customer. Information systems support a dense network of interactions
among the participating firms.
20) What are the challenges posed by strategic information systems, and how
should they be addressed?
- Implementing strategic systems often requires extensive organizational change
and a transition from one sociotechnical level to another. Such changes are called
strategic transitions and are often difficult and painful to achieve.
- Moreover, not all strategic systems are profitable, and they can be expensive to
build.
- Many strategic information systems are easily copied by other firms, so that
strategic advantage is not always sustainable.
(không cần chép 2 câu này)
21) Case: Smart Products—Coming Your Way (102)
1. Describe the role of information technology in the products described in this
case. How is it adding value to these products? How is it transforming these
products?
- The role information technology is playing in these products is allowing them to
track and analyze data, to improve and predict a better future of this tech. Instead
of shoes just protecting your feet while running down winding trails, they can now
track how far you have ran, how many steps and calories burned, and much more.
- This adds value by not only getting more information and value from the physical
product, but users also gain knowledge on things they may not have known before,
like time traveled on your runs, or for Con Edison, they can analyze their usage by
comparing hour to hour, weekday versus weekend, or day versus evening use to
see where they can save, and they can receive high bill alerts if they are using more
energy than usual. Con Ed also offers a mobile app for iPhone and Android
smartphone users so that they can track their detailed energy usage while they are
on the go.
- Information Technology helps transform these products to those that are tied with
customers more than ever, thus provide users what they demand. For Under
Armour, it collects personal information of customers through social media and
provides related advertisers to help boost the sales of their physical products like
apparel, footwear, and other athletic gear. For Con Edison, The smart meter will let
the company know when a customer loses service, resulting in faster repairs, and
will also provide real-time billing information to customers based on energy usage,
enabling them to pinpoint areas for energy savings. They will also permit more
definitive voltage regulation, enhancing electric distribution-system efficiency,
reducing costs, and providing savings that ultimately get reflected in lower
customer bills. Data from the new meters will let Con Ed set prices based on
customers’ time and level of use.
2. How are these smart products changing operations and decision making for
these organizations? How are they changing the behavior of their users?
- For the organizations:
+ The use of smart products such as mobile devices are a rising global trend in
today’s modern generation. For over the past few decades, information technology
has penetrated into the firm, the economy in general and thus creating distinction
through competition. With the transition of technology, several parts of the value
chain of an organization have been automated such as the manufacturing, materials
resource planning and design elements. This helped increase the productivity and
efficiency of different firms in the market and thus becoming better than its
counterparts. Over time, in the late 2000’s discovery of smart technology has
greatly improved positions of firms, such to the extent that they were able to
expand their operations and activities and to be able to provide new products and
services to its customers. The use of these smartphones offers improved
functionality, greater reliability and more extreme use of the products. The
resulting information that is collected helps develop products and create an even
better customer experience.
+ Under Armour uses built in smart sensors in its products like running shoes
which keep track of real time data of all customers cadence, distance, pace, stride
length and steps. The system is built in a way that even if the app (Map My Run) is
not detected, the data is temporarily stored in the shoes until it is later synced into
the app. The app works across various mobile devices such as on the iPhone, iPad
and android devices. Other Metrics such as heart rate can be recorded via third
party apps like the AppleWatch and Fitbit.
+ The organizations can generate revenue from in-app ads from other companies as
well as purchases from the app users were referred to its products. So, the app is
actually delivering a great detail of health information and insights for constructing
opportunities to engage with potential and existing customers. The Map My Run
will collect email addresses, birth dates, location, performance, andcustomer
profiles and send this to advertisers, so they can know if the products are desirable
or not. The goal is eventually to help gear more customers towards the physical
products using the help of software’s
- These datas help users to improve the pace and splits by adjusting his speed or
taking longer or shorter strides. For the case for the smart meter for Con Edison.
Con Edison’s plan to introduce smart meters in New York City will help both the
customers in terms of savings in utility bills by having a broader view of power
consumption and to the company in terms of improving customer support by
reducing time to make repairs. The smart meters are also synced on apps on the
mobile devices for iPhones and Android.
3. Are there any ethical issues raised by these smart products, such as their impact
on consumer privacy? Explain your answer.
- Indeed ethical issues are raised by these smart products as far as consumer
privacy is concerned. For example, MapMyFitness collects data about a user’s
name, e-mail address, birth date, location, performance, and profile if the user
connects to the app using social media. Under Armour does not sell identifiable
personal data about individuals to third parties but does provide advertisers with
aggregate information about app users. Under Armour is hoping that daily use of
its smartphone apps will build stronger ties to customers that will lead to stronger
sales of its own apparel, footwear, and other athletic gear
- Ethical issues raised by these products has to do with the security threat
associated with the leaks of personal information. People would not want to
associate with products that tend not take security consciousness that serious. They
would rather avoid such products. There is that aspect of third parties buying these
consumer data for targeted advertisements. Potential clients would have trust issues
with firms who trade off customers’ personal information.
- By means of sophisticated technologies, the geographic place where a person is
and his movements from one place to another can be easily found without his
knowledge. The information collected from a chip implanted with the person’s
consent (for medical purposes) might be maliciously used. There might be
profiles/accounts created for individuals depending on their activity culture and
evil outsiders might make decisions related to them. The digital divide will
increase with smart products usage, and it will be understood only by experts. It is
debatable whether there is possible a fair distribution of benefits and costs as well
as the real presence of equal opportunities in accessing ethical privacy issues.
Moreover, the communication from one device to another will influence people’s
lives in ways which are hard to imagine as long as there will not be a coherent,
legal and democratic frame to appropriately describe the limits of personal data.
=> In conclusion, the impact of smart, Internet-connected products is just now
being understood. Smart products offer new functionality, greater reliability, and
more intense use of products while providing detailed information that can be used
to improve both the products and the customer experience.
22) Case: Digital Technology Helps Crayola Brighten Its Brand (98)
1. Analyze Crayola’s problem. What management, organization, and technology
factors contributed to the problem?
- Crayola’s problem:
+ Crayola crayon box is not as iconic as in the past. The popularity of Crayola
crayons is under assault—not by Crayola’s traditional competitors (Faber-Castelli,
DixonTiconderoga, and MEGA Brands), but by changing times.
+ There has been a profound technological and cultural shift in how children play.
Children and their families are being bombarded with increasingly sophisticated
forms of entertainment, many of them digitally based. Digital products are starting
to supplant physical ones in the world of children’s play as well as in other areas of
work and everyday life. With the advent of computers and web-based learning,
children are leaving behind hand-held art supplies at an increasingly younger age.
The phenomenon is called KGOY, standing for “Kids Growing Older Younger.”
As children reach the age of 4 or 5, when they become old enough to play with a
computer, they become less interested in toys and crayons and prefer electronics
such as video games and digital tablets and smartphones. Crayola is not immune to
this problem.
- Management factors: With the advent of computers and web-based learning,
children are leaving behind handheld art supplied at an increasingly younger age.
As children reach the age of four or five, when they become old enough to play
with a computer, they become less interested in toys and crayons in favour of
electronics.
- Organization factors: The traditional box of Crayola crayons is under assault, not
by competitors, but by changing times.
- Technology factors: Digital products are starting to supplant physical ones in the
world of children’s play.
2. What competitive strategies is Crayola pursuing? How does digital technology
support those strategies?
- The organization restructures around consumer insights and needs rather than
specific product lines:
+ Crayola’s purpose has always been to nourish originality and to help parents and
teachers raise creative and inspired children
+ The firm’s broader mission is to help children play in colourful ways
- Crayola reframed its business model, introduced a new innovation process for
product development, and created new products and revenue streams. The
company transformed itself from a manufacturer of crayons and art tools into a
trusted source of tools and experiences for creative play.
3. What people issues did Crayola have to address in designing its new technology-
based products?
- The company found that parents were looking for toys that were less messy than
traditional markers or finger paint. The company’s new digital toys are “100
percent mess-proof” and technology has helped Crayola make its other products
less messy as well.
- The company understands how digital technology can play a part in different
ages. The My First Crayola line is targeted specifically at one-year-olds while
Crayola Catwalk Creations is designed for tweens (9-12 yrs) girls who like
expressing themselves through fashion.
- Crayola’s core “mom” audience is turning to the web for gift and usage ideas,
comparing prices, and reading reviews before making purchases. The company’s
web site has been thoughtfully designed for children, parents, and educator. The
website also can be used for ordering Crayola products online
4. How has digital technology changed Crayola’s business model and the way it
runs its business?
- Crayola changed the way it markets its products and has been investing more and
more in digital marketing. The company uses online advertising, promotions,
social media pushes, and other digital activation programs that allow Crayola to
connect with parents and educators invested in raising children’s creativity level.
- Because of its new array of products and services, Crayola has experienced better
growth
Chapter 4:
23) What ethical, social, and political issues are raised by information systems?
Information technology is introducing changes for which laws and rules of
acceptable conduct have not yet been developed. Increasing computing power,
storage, and networking capabilities--including the Internet--expand the reach
individual and organizational actions and magnify their impacts. The ease and
anonymity with which information is now communicated, copied, and manipulated
in online environments pose new challenges to the protection of privacy and
intellectual property. The main ethical, social, and political issue raised by
information systems center around information rights and obligations, property
rights and obligations, accountability and control, system quality, and quality of
life.
24) What specific principles for conduct can be used to guide ethical decisions?
Six ethical principles for judging conduct include: Golden Rule, Immanuel Kant's
Categorical Imperative, Descates' rule or change, the Utilitarian Principle, the Risk
Aversion Principle, and the ethical "no free lunch" rule. These principles should be
used in conjunction with an ethical analysis.
25) Why do contemporary information systems technology and the Internet pose
challenges to the protection of individual privacy and intellectual property?
Contemporary data storage and data analysis technology enable companies to
gather personal data from many sources easily about individuals and analyze these
data to create detailed digital profiles about individuals and their behaviors. Data
flowing over the Internet can be monitored at many points. Cookies and other web
monitoring tools closely track the activities of website visitors. Not all websites
have strong privacy protection policies, and they do not always allow for informed
consent regarding the use of personal information. Traditional copyright laws are
insufficient to protect against software piracy because digital material can be
copied so easily and transmitted to many locations simultaneously over the
Internet.
26) How have information systems affected laws for establishing accountability
and liability and the quality of everyday life?
New information technologies are challenging existing liability laws and social
practices for holding individuals and institutions accountable for harm done to
others. Although computer systems have been sources of efficiency and wealth,
they have some negative impacts. Computer errors can cause serious harm to
individuals and organizations. Poor data quality is also responsible for disruptions
and losses for businesses. Jobs can be lost when computers replace workers or
tasks become unnecessary in reengineered business processes. The ability to own
and use a computer may be exacerbating socioeconomic disparities among
different ethnic groups and social classes. Widespread use of computers increases
opportunities for computer crime and computer abuse. Computers can also create
health and cognitive problems such as repetitive stress injury, computer vision
syndrome, and the inability to think clearly and perform complex tasks.
(không cần chép 2 câu này)
27) CASE: How Harmful Are Smartphones?
1. Identify the problem described in this case study. In what sense is it an ethical
dilemma?
2. Should restrictions be placed on children’s and teenagers’ smartphone use? Why
or why not?
3. Can the problem of smartphones reducing cognitive skills be solved? Why or
why not? Explain your answer
28) CASE: Will Automation Kill Jobs?
1. How does automating jobs pose an ethical dilemma? Who are the stakeholders?
Identify the options that can be taken and the potential consequences of each.
- Information technology enables organizations to streamline their processes. As a
result, organization structures flatten, causing job loses. Blue collar workers lose
their job due to automation, and middle management is replaced with flow of
information by means of enterprise systems and decision support systems.
- The dilemma is:
+ On the one hand, application of IT enables improved productivity that results in
reduced costs if goods and services.This benefits consumers and increase standard
of living.
+ On the other hand, technology replaces human workers, resulting in
unemployment and/or displacement of work.
- In current case stakeholders are workers and their families who got impacted the
most. They lost their jobs, unable to keep their careers and, most importantly, are
challenged to find a job in any other field since they do not have necessary
education. While workers do not have much choice that are forced to choose
another career and get a required education, this situation gives an opportunity to
switch careers, get education and find a better and safer job.
- Talking about companies who must fire all employees, it is reasonable action as
they try to reduce any expenses and costs associated with salary, insurance,
retirement plans and be profitable while using automation.
2. If you were the owner of a factory deciding on whether to acquire robots to
perform certain tasks, what people, organization, and technology factors would you
consider?
- People: As robots become more widespread:
+ Manufacturing tasks performed by humans will become higher level and more
complex
+ Worker will be expected to supervise and perhaps even program robots, and
there will be fewer low-level manufacturing jobs
+ Workers will need more sophisticated skills to succeed in tomorrow’s
manufacturing plants
- Organization:
+ Using primarily human workers, a manufacturing plant can shift a production
line a weekend.
+ It would take weeks to reprogram robots and shift assembly patterns, and during
that downtime, production would be at a standstill
-Technology: Robots cannot deal with the amount of variation in options required
to run all manufacturing plants