emerging information systems chapter 8. chapter objectives explain why companies are continually...
TRANSCRIPT
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Emerging Information Systems
Chapter 8
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Chapter Objectives
• Explain why companies are continually looking for new ways to use technology for competitive advantage
• Describe specific examples of emerging information systems for supporting collaboration and virtual teams
• Describe how companies are using computer technology to support improved customer contact
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Competitive Advantage in Being at the Cutting Edge
• To achieve competitive advantage– Differentiate your products and services– Operate at a lower cost than competitors
• Use state-of the-art or emerging technologies
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Being at the Cutting Edge Versus the Bleeding Edge
• Using emerging information systems entails a risk– Competitive advantage short-lived because
rivals can copy these systems– Adopting too quickly is expensive if the
technology does not catch on
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The Nature of Emerging Systems
• Many emerging systems focus on two goals– Supporting virtual teams – Creating more and better customer contact
• Trend of emerging systems is technology convergence
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Requirements for Being at the Cutting Edge
• An industry with strong competitive pressures
• An organization – Whose people, structure, and processes adapt
well to change– Able to eliminate internal bureaucracy and
political squabbles– With the necessary human capital– With a tolerance for taking risks
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Implementing Emerging Systems
• Technologies for virtual teamwork
• Technologies for improved customer contact
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Collaboration Technologies for Virtual Teamwork
• Videoconferencing
• Groupware
• Group support systems
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Video Conferencing
• Stand-alone videoconferencing– Expensive systems that require special
conference rooms
• Desktop videoconferencing– Uses existing PC with video equipment– Three key features
• On user’s desk for ad hoc meetings• Supports software application sharing• Supports whiteboarding software
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Videoconferencing Screen
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Desktop Videoconferencing Unit
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Groupware
• Software that enables people to work together more effectively– To communicate
• Uses “Pull” technology on discussion databases
– To collaborate• Allows shared programming code, contracts, proposals,
and other company documents• Supports threaded discussion forums
– To coordinate activities• Supports workflow
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Lotus Notes
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So What is Groupware?
• Rich documents • Links• Replication• Full text searching• Security
• Messaging• Calendaring• Workflow• Connectivity
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Groupware Products
• Lotus Notes– First in the field
• Netscape
• Microsoft Exchange
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Hurdles to Successful Groupware Implementation
• Convincing users to share information– Old work rules and incentives do not
reward sharing– Information may reflect poorly on an
individual or business unit
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Group Support Systems
• Help groups solve problems/make decisions• Networked PCs and specialized software• Typical uses
– Strategic planning– Focus groups– Brainstorming
• System requirements definition
• Business process reengineering
• Quality improvement
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The Need for GSS
• Group process gains– Group has more
information than one person
– Groups catch individual errors
– Groups stimulate each others’ creativity
• Group process losses– Dominant people
dominate meeting– Shy people do not speak– Higher rank intimidates– Emotions get in way– People free ride– Overload of information
Losses often outweigh gains
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The Benefits of GSS
• Process structuring
• Parallelism
• Group size
• Group memory
• Access to external information
• Spanning time and space
• Anonymity
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Integrative Systems to Improve Customer Contact
• Goal is disintermediation– Remove non-value-added customer interactions
• Computer Kiosks
• Telephone Interfacing
• Audiotex
• Automated Attendant
• Fax-On-Demand
• Telephone /Database Integration
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Process of Disintermediation
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Limits of CustomerContact Systems
• Customers want to speak with a human
• Some questions complex and need human assistance
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Web Sites for Collaboration
• Interactive Web sites enable users to engage in real-time collaboration with others– Links from Web pages to e-mail– Internet Usenet Newsgroups– Online chat functions