Nursuhada Binti Abd Ghafar BM111 4C
Chapter 19 outsourcing in the 21st century
1. In sourcing(in house development) - a common approach using the professional expertise within an organization to develop and maintain the organization's information technology systems
2. Out sourcing - an arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house
3. On share outsourcing- engaging another company within the same country for services
4. Near share outsourcing - contracting an outsourcing arrangement with a company in a nearby country
5. Off share outsourcing - using organization from developing countries to write code and develop systems
6. Big selling point for off share outsourcing "inexpensive good work"
7. Factor driving outsourcing growth include:
- Core competencies
- Financial savings
- Rapid growth
- Industry changes
- The Internet
- Globalization
8. According to PricewaterhouseCoopers "Businesses that outsource are
growing faster,larger, and more profitable than those that do not
9. Most organization outsource their non-core business function, such as payroll and IT
10. Out sourcing benefits include:
- increased quality and efficiency
- reduced operating expenses
- out sourcing non-core processes
- reduced exposure to risk
- economies of scale, expertise, and best practices
- access to advanced technologies
- increased flexibility
- avoid costly outlay of capital funds
- reduced headcount and associated overhead expense
- reduced time to market for products or services
11. Out sourcing challenges include
> Contract length
i) Difficulties in getting out of a contract
ii) Problems in foreseeing future needs
iii) Problems in reforming an internal IT department after the contract is finished
> Competitive edge
> Confidentiality
> Scope definition
Wednesday, 5 March 2014
Nursuhada Binti Abd Ghafar BM111 4C
Chapter 15: creating collaborative partnership
Teams, Partnership, and Alliances
1. Organizations create and use teams, partnerships, and alliances to:
i) Undertake new initiatives
ii) Address both minor and major problems
iii) Capitalize on significant opportunities
2. Organization create teams, partnership, and alliances both internally with employees and externally with other organizations
3. Collaboration system-Support the work of teams by facilitating the sharing and flow of information
4. Organization form alliances and partnerships with other organizations based on their core competency
i) Core competency an organization's key strength, a business function that it does better than any of its competitors
ii) Core Competency Strategy organization choose to focus specifically on its core competency and forms partnerships with other organization to handle nonstrategic business processes
5. Information technology can make a business partnership easier to establish and manage
i) Information partnership occur when two or more organization cooperate by integrating their IT systems, thereby providing customers with the best of what each can offer
6. The internet has dramatically increased the ease and availability for IT-enabled organizational alliances and partnerships
Collaboration Systems
1. Collaboration solves specific business tasks such as telecommuting, online meetings, deploying applications, and management
2. Collaboration system an IT-based set of tool that supports the work of teams by facilitating the sharing and flow of information.
3. Two categories of collaboration
i) Unstructured collaboration( information collaboration) includes document exchanges, shared whiteboards, discussion forums, and e-mail.
ii) Structure Collaboration(Process Collaboration) involves shared participation in business processes such as workflow in which knowledge is hard coded as rules.
4. Collaboration systems include:
i)Knowledge management systems is involves capturing, classifying, evaluating, retrieving, and sharing information asset in a way that provides context for effective decisions and action.
ii)Content management systems is supports the capturing and use of an organization's "know-how".
Workflow management systems
iii)Groupware systems
Explicit and Tacit Knowledge
1. Intellectual and knowledge-based assets fall into two categories
i)Explicit knowledge consists of anything that can be documented, archived, and codified, often with the help of IT.
ii)Tacit knowledge knowledge contained in people's heads
2. The following are two best practices for transferring or recreating tacit knowledge
i)Shadowing is less experienced staff observe more experienced staff to learn how their more experienced counterparts approach their work.
ii)Joint problem solving a novice and expert work together on a project
KM Technologies
>Knowledge management systems include:
>knowledge repositories (databases)
>Expertise tools
>E-learning applications
>Discussion and chat technologies
>search and data mining tools
KM and Social Networking
*Finding out how information flows through an organization
i) Social networking analysis(SNA) a process of mapping a group's contacts(whether personal or professional) to identify who knows whom and who works with whom
ii) SNA provides a clear picture of how employees and divisions work together and can help identify key experts
Content Management
1. Content management systems(CMS) - provides tools to manage the creation, storage, editing, and publication of information in a collaborative environment
2. CMS marketplace includes:
- Document management system (DMS)
- Digital asset management system (DAM)
- Web content management system (WCM)
Working Wikis
-wikis -web-based tools that make it easy for user to add, remove, and change online content
-Business wikis-collaborative web pages that allow users to edit documents, share ideas, or monitor the status of a project
Workflow management systems
- work activities can be performed in series or in parallel that involves people and automated computer systems
- Workflow - defines all the steps or business rules, from beginning to end, required for a business process
-Workflow management system- facilitates the automation and management of business processes and controls the movement of work through the business process
- Messaging-based workflow system- sends work assignments through an e-mail system
-Database-based workflow system- store documents in a central location and automatically asks the team members to access the document when it is their turn ti edit the document
Groupware systems
- Groupware- software that supports team interaction and dynamics including calendaring, scheduling, and
Videoconferencing
- video conference - a set of interactive telecommunication technologies that allow two or more locations to interact via two-way video and audio transmissions simultaneously
- Web conferencing- blends audio, video, and document-sharing technologies to create virtual meeting rooms where people "gather'" at a password- protected web sites
- E-mail is the dominant form of collaboration application, but real=time collaboration tools like instant messaging are creating a new communication dynamic
- Instant messaging - type of communications service that enables someone to create a kind of private chat room with another individual to communicate in real=time over the internet
Chapter 15: creating collaborative partnership
Teams, Partnership, and Alliances
1. Organizations create and use teams, partnerships, and alliances to:
i) Undertake new initiatives
ii) Address both minor and major problems
iii) Capitalize on significant opportunities
2. Organization create teams, partnership, and alliances both internally with employees and externally with other organizations
3. Collaboration system-Support the work of teams by facilitating the sharing and flow of information
4. Organization form alliances and partnerships with other organizations based on their core competency
i) Core competency an organization's key strength, a business function that it does better than any of its competitors
ii) Core Competency Strategy organization choose to focus specifically on its core competency and forms partnerships with other organization to handle nonstrategic business processes
5. Information technology can make a business partnership easier to establish and manage
i) Information partnership occur when two or more organization cooperate by integrating their IT systems, thereby providing customers with the best of what each can offer
6. The internet has dramatically increased the ease and availability for IT-enabled organizational alliances and partnerships
Collaboration Systems
1. Collaboration solves specific business tasks such as telecommuting, online meetings, deploying applications, and management
2. Collaboration system an IT-based set of tool that supports the work of teams by facilitating the sharing and flow of information.
3. Two categories of collaboration
i) Unstructured collaboration( information collaboration) includes document exchanges, shared whiteboards, discussion forums, and e-mail.
ii) Structure Collaboration(Process Collaboration) involves shared participation in business processes such as workflow in which knowledge is hard coded as rules.
4. Collaboration systems include:
i)Knowledge management systems is involves capturing, classifying, evaluating, retrieving, and sharing information asset in a way that provides context for effective decisions and action.
ii)Content management systems is supports the capturing and use of an organization's "know-how".
Workflow management systems
iii)Groupware systems
Explicit and Tacit Knowledge
1. Intellectual and knowledge-based assets fall into two categories
i)Explicit knowledge consists of anything that can be documented, archived, and codified, often with the help of IT.
ii)Tacit knowledge knowledge contained in people's heads
2. The following are two best practices for transferring or recreating tacit knowledge
i)Shadowing is less experienced staff observe more experienced staff to learn how their more experienced counterparts approach their work.
ii)Joint problem solving a novice and expert work together on a project
KM Technologies
>Knowledge management systems include:
>knowledge repositories (databases)
>Expertise tools
>E-learning applications
>Discussion and chat technologies
>search and data mining tools
KM and Social Networking
*Finding out how information flows through an organization
i) Social networking analysis(SNA) a process of mapping a group's contacts(whether personal or professional) to identify who knows whom and who works with whom
ii) SNA provides a clear picture of how employees and divisions work together and can help identify key experts
Content Management
1. Content management systems(CMS) - provides tools to manage the creation, storage, editing, and publication of information in a collaborative environment
2. CMS marketplace includes:
- Document management system (DMS)
- Digital asset management system (DAM)
- Web content management system (WCM)
Working Wikis
-wikis -web-based tools that make it easy for user to add, remove, and change online content
-Business wikis-collaborative web pages that allow users to edit documents, share ideas, or monitor the status of a project
Workflow management systems
- work activities can be performed in series or in parallel that involves people and automated computer systems
- Workflow - defines all the steps or business rules, from beginning to end, required for a business process
-Workflow management system- facilitates the automation and management of business processes and controls the movement of work through the business process
- Messaging-based workflow system- sends work assignments through an e-mail system
-Database-based workflow system- store documents in a central location and automatically asks the team members to access the document when it is their turn ti edit the document
Groupware systems
- Groupware- software that supports team interaction and dynamics including calendaring, scheduling, and
Videoconferencing
- video conference - a set of interactive telecommunication technologies that allow two or more locations to interact via two-way video and audio transmissions simultaneously
- Web conferencing- blends audio, video, and document-sharing technologies to create virtual meeting rooms where people "gather'" at a password- protected web sites
- E-mail is the dominant form of collaboration application, but real=time collaboration tools like instant messaging are creating a new communication dynamic
- Instant messaging - type of communications service that enables someone to create a kind of private chat room with another individual to communicate in real=time over the internet
Tuesday, 4 March 2014
Nursuhada Bt Abd Ghafar. 4 C BM 111.
Chapter 14 E-Business.
*The Internet is a powerful channel that presents new opportunities for an organization to:
- Touch customers
- Enrich products and services with information
- Reduce costs
*How do e-commerce and e-business differ?.
- E-commerce- the buying and selling of good and service over the internet
- E-business - the conducting of business on the internet including, not only buying and selling, but also serving customers and collaborating with business partners.
>Industries using E-business
E-Business Models.
E-business - an approach to conducting electronic business on the internet.
Business-to-Business(B2B).
*Common B2C e-business models include:
*Electronic marketplace (e-marketplace) - interactive business communities providing a central market where multiple buyers and sellers can engage in e-business activities.
Business-to-Consumer(B2C).
* e-shop - aversion of a retail store where customers can shop at any hour of the day without leaving their home or office.
* e-mall- consist of a number of e-shop; it serves as a gateway through which a visitor can access other e-shop.
* Business types:
-Brick-and-mortar business
-Pure-play business
-Click-and-mortar business
* Consumer-to-Business(C2B)
- Priceline.com is an example of a C2B e-business model.
- The demand for C2B e-business will increa over the next few years due to customer's desire for greater convenience and lower prices.
* Consumer-to-Consumer(C2C).
- Online auction
- Electronic auction (e-auction)- Sellers and buyers solicit consecutive bids from each other and prices are determined dynamically.
- Forward auction - Seller use as a selling channel to many buyers and the highest bid wins.
- Reverse auction - Buyers use to purchase a product or service, selecting the seller with the lowest bid
- C2C communities include:
> Communities of interest - People interact with each other on specific topics, such as golfing and stamp collecting.
> Communities of relation - People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts.
> Communities of fantasy - People participate in imaginary environments, such as fantasy football teams and playing one-on-one with Michael Jordan.
E-Business > Benefits and < Challenges include:
> highly accessible
> increased customer loyalty
> improved information content
> increased convenience
> increased global reach
> Decreased cost
< Protecting consumers
< Leveraging existing systems
< Increasing liability
< Providing security
< Adhering to taxation rules
There are numerous advantages and limitations in e-business revenue models including:
-Transaction fees
- License fees
- Subscription fees
- Value-added fees
- Advertising fees.
Mashups
- Web mashup- a web site or web application that uses content from more than one source to create a completely new service
* Application programming interface(API)
A set of routines, protocols, and tools for building software applications
* Mashup editor
WSYIWYGs (what you see is what you get) for mashups.
Chapter 14 E-Business.
*The Internet is a powerful channel that presents new opportunities for an organization to:
- Touch customers
- Enrich products and services with information
- Reduce costs
*How do e-commerce and e-business differ?.
- E-commerce- the buying and selling of good and service over the internet
- E-business - the conducting of business on the internet including, not only buying and selling, but also serving customers and collaborating with business partners.
>Industries using E-business
E-Business Models.
E-business - an approach to conducting electronic business on the internet.
Business-to-Business(B2B).
*Common B2C e-business models include:
*Electronic marketplace (e-marketplace) - interactive business communities providing a central market where multiple buyers and sellers can engage in e-business activities.
Business-to-Consumer(B2C).
* e-shop - aversion of a retail store where customers can shop at any hour of the day without leaving their home or office.
* e-mall- consist of a number of e-shop; it serves as a gateway through which a visitor can access other e-shop.
* Business types:
-Brick-and-mortar business
-Pure-play business
-Click-and-mortar business
* Consumer-to-Business(C2B)
- Priceline.com is an example of a C2B e-business model.
- The demand for C2B e-business will increa over the next few years due to customer's desire for greater convenience and lower prices.
* Consumer-to-Consumer(C2C).
- Online auction
- Electronic auction (e-auction)- Sellers and buyers solicit consecutive bids from each other and prices are determined dynamically.
- Forward auction - Seller use as a selling channel to many buyers and the highest bid wins.
- Reverse auction - Buyers use to purchase a product or service, selecting the seller with the lowest bid
- C2C communities include:
> Communities of interest - People interact with each other on specific topics, such as golfing and stamp collecting.
> Communities of relation - People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts.
> Communities of fantasy - People participate in imaginary environments, such as fantasy football teams and playing one-on-one with Michael Jordan.
E-Business > Benefits and < Challenges include:
> highly accessible
> increased customer loyalty
> improved information content
> increased convenience
> increased global reach
> Decreased cost
< Protecting consumers
< Leveraging existing systems
< Increasing liability
< Providing security
< Adhering to taxation rules
There are numerous advantages and limitations in e-business revenue models including:
-Transaction fees
- License fees
- Subscription fees
- Value-added fees
- Advertising fees.
Mashups
- Web mashup- a web site or web application that uses content from more than one source to create a completely new service
* Application programming interface(API)
A set of routines, protocols, and tools for building software applications
* Mashup editor
WSYIWYGs (what you see is what you get) for mashups.
Friday, 28 February 2014
Nursuhada Bt Abd Ghafar 4C BM111.
Chapter 12 ~ Integrating the Organization from End to End-Enterprise Resource Planning ..
Enterprise Resource Planning (ERP)
- enterprise resource planning systems serve as the organization's backbone
in providing fundamental decision-making supports.
*Bringing the organizational together
- information has traditionally been isolated within specific departments,
whether on an individual database, in a file cabinet, or on an employee's.
- ERP enables employees across the organization to share information across
a single, centralized database.
*Evolution of ERP
- ERP solutions were developed to deliver automation across multiple units of
an organization, yo help facilitate the manufacturing process and address issues
such a raw materials, inventory, order entry, and distribution.
- ERP handle document management, such as cataloging contracts and purchase orders.
*Integrating SCM, CRM and ERP
- this application are the backbone of ebusiness.
- is the key success of the company.
- allows unlocking of information to make it available to any user, anywhere, anytime.
*Integrating tools
- achieved using middleware- several different types of software that sit in the
middle of and provide connectivity between two or more software applications.
- enterprise application integration (EAI) middleware represents a new approach
to middleware by packaging together commonly used functionality.
- if one applications performs poorly, the entire customers value delivery systems will affected.
Nursuhada Bt Abd Ghafar 4C BM111.
CHAPTER 11: A CUSTOMER-CENTRIC ORGANIZATION-CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT
- Customers relationship management(CRM) - managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
- for example checking online orders twice daily, shipping online orders within 24 hours.
THE BENEFITS OF CRM
- Customers relationship management(CRM) - managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
- for example checking online orders twice daily, shipping online orders within 24 hours.
THE BENEFITS OF CRM
- allows the company to operate more efficiently and effectively in the area of supporting customer needs.
- enables a firm to treat customers as individuals, gaining important insights into their buying preferences and shopping behaviors.
- firm can find their most valuable customers by using RFM formula -recently, frequently and monetary value.
CRM repoting technologies helps organizations identify their customers across other applications
CRM analysis technologies helps organizations segment their customers into categories.
CRM predicting technologies helps organization predict customers behaviors.
OPERATIONAL AND ANALYTICAL CRM
Operational CRM- supports traditional transactional processing for day-to-day front office operations or systems that deal directly with the consumer.
Analytical CRM- supports back-office operations and strategic analysis and include all systems that do not deal directly with the consumers.
Nursuhada Bt Abd Ghafar 4C BM111.
CHAPTER 10 EXTENDING THE ORGANIZATION- SUPPLY CHAIN MANAGEMENT
BASICS OF SUPPLY CHAIN
- Supply chain consists of all parties involved, directly or indirectly, in the procurement of a product or raw material.
- Supply chain management(SCM) involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.
- the supply chain has three main links:
- materials flow from suppliers and their upstream suppliers at all levels.
- transformation of materials into semi-finished and finished products, or the organization's own production processes.
- distribution of products to customers and their downstream customers at all levels.
A TYPICAL SUPPLY CHAIN
FIVE BASIC SUPPLY CHAIN MANAGEMENT
INFORMATION TECHNOLOGY'S ROLE IN THE SUPPLY CHAIN
Factor driving supply chain management
- VISIBILITY
-bullwhip effect- occurs when distorted product demand information passes from one entity to the next throughout the supply chain.
2. CONSUMER BEHAVIOUR
- demand planning software- generates demand forecasts using statistical tools and forecasting techniques.
3. COMPETITION
- supply chain planning(SCP) software- uses advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory.
-supply chain execution (SCE) software automates the different stages and steps of the supply chain.
4. SPEED
-these systems raise the accuracy, frequency, and speed of communication between suppliers and customers.
SUPPLY CHAIN MANAGEMENT SUCCESS FACTORS.
Seven principles of supply chain management.
Keys to SCM success.
- make the sale to suppliers
- wean employes off traditional business practices
- ensure the SCM systems support the organizational goals
- deploy in incremental phass and measure and communicate success
- be future oriented.
Saturday, 15 February 2014
Chapter 9 : Enabling the Organization - Decision Making.
Nursuhada Bt Abd Ghafar 4C BM111.
Decision Making.* Reasons for the growth of decision-making information systems
- people need to analyze large amounts of information
- people must make decision quickly
- people must apply sophisticated analysis techniques, such as modeling and forecasting, to make good decisions.
-people must protect the corporate asset of organizational information.
* Model - a simplified representation or abstraction of reality
* IT system in an enterprise
Executive > Executive information systems ( EIS) Managers > Decision support systems (DSS)
Analysis > Transaction Processing Systems (TPS)
Organizational Levels
Transaction Processing Systems
* Moving up through the organizational pyramid users move from requiring transaction information to analytical.
Transaction Processing Systems
> Transaction Processing system - the basic business system that serves the operational level (analysts) in an organization
> Online Transaction Processing (OLTP) - the capturing of transaction and event information using technology to (1) process the information according to defined business rules, (2) store the information, (3) update existing information to reflect the new information.
> Online Analysts Processing (OLAP) - the manipulation of information to create business intelligence in support of strategic decision making.
Decision Support System
> Decision Support System (DSS) - models information to support managers and business professional during the decision-making process.
* Three quantitative models used by DSSs include:
1. Sensitivity analysis - the study of the impact that changes in one (or more) parts of the model have on other parts of the model
2. What-if analysis - checks the impact of a change in an assumption on the proposed solution
3. Goal-seeking analysis - finds the inputs necessary to achieve a goal such as a desired level of output
Interaction between in a TPS and a DSS
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* Most EISs offering the following capabilities:
- Consolidation - involves the aggregation of information and features simple roll-ups to complex groupings of interrelated information
- Drill-down- enables users to get details, and details of details, of information
- Slice-and-dice- looks at information from different perspectives.
- interaction between a TPS and an EIS
* Digital dashboard- integrates information from multiple components and presents it in a unified display
* Artificial intelligence (AI) - simulates human intelligence such as the ability to reason and learn
> Advantages: can check info on competitor.
* The ultimate goal of AI is the ability to build a system that can mimic human intelligence
* Four most common categories of AI include:
1. Expert system - computerized advisory programs that imitate the reasoning processes of expert in solving difficult problems.
2. Neural Network - attempts to emulate the way the human brain works
> Fuzzy logic- a mathematical method of handling imprecise or subjective information.
3. Genetic alogrithm - an artificial intelligent system that mimics the evolutionary, survival of the fittest process to generate increasingly better solution to a promblem
4. Intelligent agent - special-purposed knowledge-based information system that accomplishes specific tasks on behalf of its users
= Multi-agent systems
= Agent-based modelling
* Data-mining software includes many forms of AI such as neural networks and expert system
Data mining
* Common forms of data-mining analysis capabilities include:
i) Cluster analysis - 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. CRM systems depend on cluster analysis to segment customer information and identify behavioral traits.
ii) Association detection - reveals the degree to which variables are related and the nature and frequency of these relationships in the information. Market basket analysis - analyzes such items as Web sites and checkout scanner information to detect customers' buying behavior and predict future behavior by identifying affinities among customers' choices of products and services.
iii) Statistical analysis - performs such function as information correlations, distributions, calculations, and variance analysis
1. Forecast- predictions made on the basis of time-series information
2. Time-series information- time-stamped information collected at a particular frequency.
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