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Information Systems in Global Business Today

Chapter 1


This chapter presents an overview of the five basic areas of information systems

knowledge needed by business professionals, including the conceptual system

components and major types of information systems.

Section I: Foundation Concepts: Information Systems in Business

Section II: Foundation Concepts: The Components of Information Systems

Section I: Foundation Concepts: Information Systems in Business

An understanding of the effective and responsible use and management of information

systems is important for managers and other business knowledge workers in todays

global information society. Information systems and technologies have become a vital

component of successful businesses and organizations. Information systems constitute anessential field of study in business administration and management, as they are

considered a major functional area in business operations.

1. What You Need to Know:

Managerial end users need to know how information systems can be employed

successfully in a business environment. The important question for any business end user

or manager is: What do you need to know in order to help manage the hardware,software, data, and network resources of your business, so they are used for the strategic

success of your company?

An IS Framework for Business Professionals:

Compiled by Faculty Incharge: Jaishree Tailor at GRIMS-

Vapi for MIS(A.Y:2010-12)1

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Managers or business professionals are not required to know the complex technologies,

abstract behavioural concepts, or the specialized applications involved in the field of

information systems. Figure illustrates a useful conceptual framework that outlines whata manager or business professional needs to know about information systems. It

emphasizes five areas of knowledge:

Foundation Concepts Fundamental behavioral, technical, business, and

managerial concepts

about the components and roles of information systems.

Information Technologies Major concepts, developments, and management issues in

information technology (hardware, software, networks, data

resource management, and other information processingtechnologies such as the Internet).

Business Applications The major uses of information systems for the operations,

management,and competitive advantage of an e-business enterprise,

including electronic business, commerce, collaboration anddecision-making using the Internet, intranets, and extranets.

Development Processes How business professionals and information specialists

plan, develop andimplement information systems to meet e-business

opportunities using several strategic planning and

application development approaches.

Management Challenges The challenges of effectively and ethically managing e-

business technologies, strategies, and security at the enduser, enterprise, and global levels of a business.

2. Information technology and systems have revolutionized firms and industries,

becoming the largest component of capital investment in many industrialized societies.

Investment in information technology accounts for approximately 50 percent or more insome of the countries.

Information systems are transforming business and the visible results of this include theincreased use of cell phones and wireless telecommunications devices, a massive shift

toward online news and information, booming e-commerce and Internet advertising, and

new federal security and accounting laws that address issues raised by the exponentialgrowth of digital information. The Internet has also drastically reduced the costs of

businesses operating on a global scale.

These changes have led to the emergence of the digital firm, a firm in which:


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Most of the firm's significant business relationships with customers, suppliers,

and employees are digitally enabled and mediated.

Corebusiness processes, or logically related business tasks, are accomplishedthrough digital networks.

Key corporate assets (intellectual property, core competencies, and financial andhuman assets) are managed through digital means

Business responses to changes in their environment are enhanced through digitalcommunications, allowing fortime shifting (business being conducted 24x7) and

space shifting (business being conducted globally or beyond traditional

geographic boundaries).

Information systems are essential for conducting day-to-day business in the U.S. and

most other advanced countries, as well as achieving strategic business objectives. Somefirms, such as Amazon and E*Trade, would be nonexistent without information systems.

Some service industries, such as finance, insurance, and real estate industries, could notoperate without information systems. The ability of a firm to use IT is becoming

intertwined with the firm's ability to implement corporate strategy.

3. Growing interdependence between ability to use information technology and

ability to implement corporate strategies and achieve corporate goals

There is a growing interdependence between a firms information systems and its business capabilities. Changes in strategy, rules, and business processes increasingly


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require changes in hardware, software, databases, and telecommunications. Often, what

the organization would like to do depends on what its systems will permit it to do.

4. Business firms invest heavily in information systems to achieve six strategic

business objectives:

Operational excellence:

Improvement of efficiency to attain higher profitability

Information systems, technology an important tool in achieving greater efficiency andproductivity

Wal-Marts RetailLink system links suppliers to stores for superior replenishment system

New products, services, and business models:

A business model describes how a company produces, delivers, and sells a product or

service to create wealth. Information systems and technologies create opportunities for

products, services, and new ways to engage in business.

Examples: Apples iPod, iTunes, and iPhone, Netflixs Internet-based DVD rentals

Customer and supplier intimacy:

Serving customers well leads to customers returning, which raises revenues and profits

Example: High-end hotels that use computers to track customer preferences and use to

monitor and customize environment

Intimacy with suppliers allows them to provide vital inputs, which lowers costs

Example: J.C.Penneys information system which links sales records to contract

manufacturer

Improved decision making

Without accurate and timely information, business managers must make decisions based

on forecasts, best guesses, and luck, a process that results in over and under-production ofgoods, that further leads to misallocation of resources, poor response times,raising costs,

and the loss of customers.

Example: Verizons Web-based digital dashboard to provide managers with real-timedata on customer complaints, network performance, line outages, etc.

Competitive advantage

Implementing effective and efficient information systems can allow a company.To deliver better performance

Charge less for superior products

Respond to customers and suppliers in real timeAdd up to higher sales and profits than their competitors.

Example: Toyota and TPS (Toyota Production System) enjoy a considerable advantageover competitors information systems are critical to the implementation of TPS

Survival

Information systems can also be a necessity of doing business.



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A necessity may be driven by industry-level changes, as in the implementation of ATMs

in the retail banking industry.

A necessity may also be driven by governmental regulations, such as federal or statestatutes requiring a business to retain data and report specific information

5. Perspectives on Information Systems

Information Systems Are More than Computers

Using information systems effectively requires an understanding of the organization,

management, and information technology shaping the systems. An information systemcreates value for the firm as an organizational and management solution to challenges

posed by the environment

Organizational dimension of information systems

Hierarchy of authority, responsibility



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The key elements of an organization are its people, structure, business processes, politics,

and culture. An organization coordinates work through a structured hierarchy and formal

standard operating procedures. Managerial, professional, and technical employees formthe upper levels of the organization's hierarchy while lower levels consist of operational

personnel.

Senior management makes long-range strategic decisions and ensures the firm's

financial performance.

Middle management carries out the plans of senior management

Operational management monitors the firm's daily activities.

Knowledge workers such as engineers and scientists design products and create and

distribute new knowledge for the organization.

Data workers such as secretaries process the organization's paperwork.

Production or service workers produce the products or services.

Experts are employed for the major business functions: the specialized tasks performed

by organizations, which consist of sales and marketing, manufacturing and production,finance and accounting, and human resources.

An organization coordinates work through its hierarchy and business processes. These

processes may be documented and formal, or informal, unwritten work processes, such as

how to handle a telephone call.

Each organization has a unique culture, or fundamental set of assumptions, values, and

ways of doing things, that are accepted by most of its members. Parts of an organization's

culture can be found in its information systems.

For example, UPS's organizational focus on customer service can be found in the

package tracking system available to customers. Information systems may also reflect theorganizational politics or conflicts that result from differing views and opinions in an

organization.

Information systems are also a key component in the ability of management to make

sense of the challenges facing a company and in management's ability to create new

products and services, manage the company, and even re-create the organization from

time to time.

Organizational dimension of information systems (cont.)

Separation of business functionsSales and marketing

Human resources

Finance and accountingManufacturing and production

Unique business processes

Unique business culture

Organizational politics


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Management dimension of information systems

Managers set organizational strategy for responding to business challenges

In addition, managers must act creatively:Creation of new products and services

Occasionally re-creating the organization

Technology dimension of information systems

Information systems are also a key component in the ability of management to make

sense of the challenges facing a company and in management's ability to create newproducts and services, manage the company, and even re-create the organization from

time to time.

Information technology is one of the many tools used by management to cope withchange. A firm's information technology (IT) infrastructure is a technology platform

or foundation on which a firm can build its information systems. IT infrastructure

consists of:

Computer hardware and softwareData management technology

Networking and telecommunications technology

Networks, the Internet, intranets and extranets, World Wide Web

IT infrastructure: provides platform that system is built on

The Internet is the world's largest and most widely used network. The Internet is a

global network that uses universal technology standards to connect many private andpublic networks. The universal standards and technologies used in the Internet are also

used in systems and networks within the firm. Intranets are internal corporate networks

based on Internet technology, and extranets are corporate networks extended toauthorized users outside of the firm.

The World Wide Web is a service provided by the Internet that uses universally

accepted standards for storing, retrieving, formatting, and displaying information in apage format on the Internet. Web pages contain text, graphics, animations, sound, and

video and are linked to other Web pages. The Web can serve as the foundation for new

kinds of information systems such as UPS's Web-based package tracking

Business perspective on information systems:

Information system is instrument for creating value

Investments in information technology will result in superior returns:

Productivity increasesRevenue increases

Superior long-term strategic positioning

6. Business information value chain

Every business has an information value chain in which raw data is systematically

acquired and then transformed through various stages that add value to that information.


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The value of an information system to a business, as well as the decision to invest in any

new information system, is, in large part, determined by the extent to which the system

will lead to better management decisions, more efficient business processes, and higherfirm profitability.

Raw data acquired and transformed through stages that add value to that informationValue of information system determined in part by extent to which it leads to better

decisions, greater efficiency, and higher profits

Business perspective The business perspective calls attention to the organizational and

managerial nature of information systems. An information system represents anorganizational and management solution based on information technology to a challenge

or problem posed by the environment.

7. Investing in information technology does not guarantee good returns

Some firms achieve better results from their information systems than others. Studies ofreturns from information technology investments show that there is considerable

variation in the returns firms receive.



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Factors:

Failure to adopt the right business model that suits the new technologyInvesting in complementary assets (organizational and management capital)

8. Complementary assets:Information technology investments cannot make organizations and managers more

effective unless they are accompanied by complementary assets:.

Assets required deriving value from a primary investment

Firms supporting technology investments with investment in complementary assets

receive superior returns

E.g.: invest in technology and the people to make it work properly

For instance, to realize value from automobiles requires complementary investments in

highways, roads, gasoline stations, repair facilities, and a legal regulatory structure to set

standards and control drivers

Complementary assets include:

Organizational assets: These include a supportive business culture that values efficiencyand effectiveness, an appropriate business model, efficient business processes,

decentralization of authority, highly distributed decision rights, and a strong information

system (IS) development team.

Example: Appropriate business model, Efficient business processes

Managerial assets: These include

Strong senior management support for change,

Incentive systems that monitor and reward individual innovation,

An emphasis on teamwork and collaboration, training programs,

a management culture that values flexibility and knowledge.

Social investments

These are not made by the firm but by the society at large, other firms, governments, andother key market actors, such as the Internet, educational systems, network and

computing standards, regulations and laws, and the presence of technology and service

firms

The Internet and telecommunications infrastructure

Technology standards



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Research indicates that firms that support their technology investments with investments

in complementary assets, such as new business processes or training, receive superiorreturns. These investments in organization and management are also known as

organizational and management capital

9. Contemporary Approaches to Information Systems

Information systems are sociotechnical systems. Although they are composed of

machines, devices, and "hard" physical technology, they require substantial social,

organizational, and intellectual investments to make them work properly. Since problems

with information systemsand their solutionsare rarely all technical or behavioral, amultidisciplinary approach is needed

Technical approach

Emphasizes mathematically based models

Computer science, management science, operations research

Behavioral approach

Behavioral issues (strategic business integration, implementation, etc.)Psychology, economics, sociology

Management Information Systems

Combines computer science, management science, operations research and practical

orientation with behavioral issues

Four main actors



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Suppliers of hardware and software

Business firms

Managers and employeesFirms environment (legal, social, cultural context)

Information systems are sociotechnical systems. Although they arecomposed of machines, devices, and "hard" physical technology,they require substantial social, organizational, and intellectualinvestments to make them work properly. Since problems withinformation systemsand their solutionsare rarely all technical orbehavioral, a multidisciplinary approach is needed

10. The Fundamental Roles of IS in Business

There are three fundamental reasons for all business applications of informationtechnology. They are found in the three vital roles that information systems can perform

for a business enterprise:

Support of its business processes and operations.Example: Most retail stores now use computer-based information systems to help them

record customer purchases, keep track of inventory, pay employees, buy new

merchandise, and evaluate sales trends.

Support of decision making by its employees and managers.

Example: Decisions about what lines of merchandise need to be added or discontinued, orabout what kind of investment they require, are typically made after an analysis provided

by computer-bases information systems.

Support of its strategies for competitive advantage.



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Example: Store management might make a decision to install touch-screen kiosks in all

of their stores, with links to their e-commerce website for online shopping. This might

attract new customers and build customer loyalty because of the ease of shopping andbuying merchandise provided by such information systems.

11. Managerial Challenges of Information Technology:

For managerial end users, the information systems function represents:

A major functional area of business that is important to a business success

An important factor affecting operational efficiency, employee productivity andmorale, and customer service and satisfaction.

A major source of information and support needed to promote effective decision

making by managers.

An important ingredient in developing competitive products and services thatgives an organization a strategic advantage in the marketplace.

A major part of the resources of an organization and its cost of doing business

A vital, dynamic, and challenging career opportunity for many men and women.

12. Success and Failure with IT:

Is important that students realize that information technology and information systems

can be mismanaged and misapplied so that they create both technological and businessfailure.

Top Five Reasons for Success Top Five Reasons for Failure



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User involvement Lack of user input

Executive management support Incomplete requirements and specifications

Clear statement of requirementsChanging requirements and specifications

Proper planning Lack of executive support

Realistic expectations Technological incompetence

13. Developing IS Solutions:

Developing information system solutions to business problems is the responsibility of

many business professionals today.

For example:

As a business professional, you will be responsible for proposing or developing

new or improved uses of information technology for your company.

As a business manager, you will frequently manage the development efforts of

information systems specialists and other business end users.

14. Challenges of Ethics and IT:

As a prospective managerial end user and knowledge worker in a global society, you

should also become aware of the ethical responsibilities generated by the use ofinformation technology.

For example:

What uses of information technology might be considered improper,

irresponsible, or harmful to other individuals or to society?

What is the proper use of an organizations information resources?

What does it take to be a responsible end user of information technology?



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How can you protect yourself from computer crime and other risks of information

technology?

Ethical dimensions of information systems deal with ensuring that information

technology and information systems are not used in an improper or irresponsible manner

against other individuals or to society.

A major challenge for our global information society is to manage its information

resources to benefit all members of society while at the same time meeting the strategicgoals of organizations and nations. For example, we must use information systems to

find more efficient, profitable and socially responsible ways of using the worlds limited

supplies of material, energy, and other resources.

Challenges of IT Careers:

Information technology and its uses in information systems have created

interesting, highly paid, and challenging career opportunities.

Employment opportunities in the field of information systems are excellent, asorganizations continue to expand their use of information technology.

Employment surveys continually forecast shortages of qualified information systemspersonnel in a variety of job categories.

Job requirements in information systems are continually changing due to dynamic

developments in business and information technology.

15. The IS Function:

The information systems function represents:

A major functional area of business that is as important to business success as thefunctions of accounting, finance, operations management, marketing, and humanresource management.

An important contributor to operational efficiency, employee productivity andmorale, and customer service and satisfaction.

A major source of information and support needed to promote effective decision

making by managers and business professionals.

A vital ingredient in developing competitive products and services that gives anorganization a strategic advantage in the global marketplace.

A dynamic, rewarding, and challenging career opportunity for millions of men

and women.

A key component of the resources, infrastructure, and capabilities of todays

internetworked e-business enterprise.



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Section II: Foundation Concepts: The Components of Information

Systems

System Concepts: A Foundation

System concepts underlie the field of information systems. Understanding systemconcepts helps in understanding many other concepts in the technology, application,

development, and management of information systems.

System concepts help you understand:

Technology. That computer networks are systems of information processingcomponents that uses a variety of hardware, software, data management, and

telecommunication technologies.

Applications. That electronic business and commerce involves interconnectedbusiness information systems.

Development. That developing ways to use information technology in businessincludes designing the basic components of the information systems.

Management. That managing information technology emphasizes the quality,strategic business value, and security of an organizations information systems.

16. What is a System?

Question: What is a system as it applies to the concept of an information system?

Answer: A system is a group of interrelated components working together toward acommon goal by accepting inputs and producing outputs in an organized

transformation process.

A system (sometimes called a dynamic system) has three basic interacting components or

functions. These include:

Input involves capturing and assembling elements that enter the system to be

processed.

Processing involves transformation processes that convert input into output.

Output involves transferring elements that have been produced by a

transformation process to their ultimate destination.



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Feedback and Control:

Two additional components of the system concept include feedback and control. Asystem with feedback and control components is sometimes called a cybernetic system,

that is, a self-monitoring, self-regulating system.

Feedbackis data about the performance of a system.

Control involves monitoring and evaluating feedback to determine whether a

system is moving toward the achievement of its goals. The control function

then makes necessary adjustments to a system's input and processingcomponents to ensure that it produces proper output.

Other System Characteristics

A system does not exist in a vacuum; rather, it exists and functions in an environment

containing other systems.

Subsystem: A system that is a component of a larger system, where the

larger system is its environment.



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System Boundary: A system is separated from its environment and other systems by

its system boundary.

Interface: Several systems may share the same environment. Some of these

systems may be connected to one another by means of a shared

boundary, or interface.

Open System: A system that interacts with other systems in its environment is

called an open system (connected to its environment by exchangesof inputs and outputs).

Adaptive System: A system that has the ability to change itself or its environment in

order to survive is called an adaptive system.

17. Information system:

Set of interrelated componentsCollect, process, store, and distribute information

Support decision making, coordination, and control

An IS can be any organized combination of people, hardware, software, communications

networks, and data resources that collects, transforms and disseminates information in an

organization.

Information vs. data

Data are streams of raw factsInformation is data shaped into meaningful form

Information system: Three activities produce information organizations need

Input: Captures raw data from organization or external environment

Processing: Converts raw data into meaningful form

Output: Transfers processed information to people or activities that use it

Feedback: Output returned to appropriate members of organization to help evaluate or

correct input stage

Computer/Computer program vs. information system: Computers and software are

technical foundation and tools, similar to the material and tools used to build a house



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18. Components of An Information System:

An information system model expresses a fundamental conceptual framework for themajor components and activities of information systems. An information system depends

on the resources of people, hardware, software, data, and networks to perform input,

processing, output, storage, and control activities that convert data resources into

information products.

The information systems model outlined in the text emphasizes four major concepts thatcan be applied to all types of information systems:

People, hardware, software, data, and networks, are the five basic resources of

information systems.

People resources include end users and IS specialists, hardware resources consistof machines and media, software resources include both programs and

procedures, data resources can include data and knowledge bases, and network

resources include communications media and networks.

Data resources are transformed by information processing activities into a variety

of information products for end users.

Information processing consists of input, processing, output, storage, and controlactivities.

19. Information System Resources:



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The basic IS model shows that an information system consists of five major resources:

People Resources:

People are required for the operation of all information systems. These people resources

include end users and IS specialists.

End Users (also called users or clients) are people who use an information

system or the information it produces. Most of us are information system end

users. And most end users in business are knowledge workers, that is, peoplewho spend most of their time communicating and collaborating in teams ofworkgroups and creating, using, and distributing information.

IS Specialists are people who develop and operate information systems. Theyinclude system analysts, software developers, system operators, and other

managerial, technical, and clerical IS personnel.

Systems analysts design information systems based on the information requirements

of end users.

Software developers create computer programs based on the specifications of

systems analysts.System operators monitor and operate large computer systems and networks.

Hardware Resources:

Hardware resources include all physical devices and materials used in informationprocessing.



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Machines - physical devices (computers, peripherals, telecommunications

networks, etc.)

Media - all tangible objects on which data are recorded (paper, magnetic disks

etc.)

Examples of hardware in computer-based information systems are:

Computer Systems which consist of central processing units containing

microprocessors, and a variety of interconnected peripheral devices.

Computer peripherals are devices such as a keyboard or electronic mouse for

input of data and commands, a video screen or printer for output of information,and magnetic or optical disks for storage of data resources.

Software Resources:

Software resources include all sets of information processing instructions.

Program - a set of instructions that causes a computer to perform a particular

task.

Procedures - set of instructions used by people to complete a task.

Examples of software resources are:

System software such as an operating system program, which controls andsupports the operations of a computer system.

Application software programs that direct processing for a particular use of acomputer by the end user.

Procedures are operating instructions for the people who will use aninformation system.

Data Resources:

Data constitutes a valuable organizational resource. Thus, data resources must be

managed effectively to benefit all end users in an organization. The data resources of

information systems are typically organized into: Databases - a collection of logically related records or files. A database

consolidates many records previously

stored in separate files so that a common pool of data records serves manyapplications.

Knowledge Bases - hold knowledge in a variety of forms such as facts and rulesof inference about various subjects.



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Data versus Information. The word data is the plural of datum, though data is

commonly used to represent both singular and plural forms. The terms data and

information are often used interchangeably. However, you should make the followingdistinction:

Data: - are raw facts or observations, typically about physical phenomena or businesstransactions. More specifically, data are objective measurements of the attributes

(characteristics) of entities, such as people, places, things, and events.

Information: - is processed data, which has been placed in a meaningful and useful

context for end users. Data is subjected to a value-added process (data processing

or information processing) where:

Its form is aggregated, manipulated, and organized.

Its content is analyzed and evaluated

It is placed in a proper context for a human user

Network Resources:

Telecommunications networks like the Internet, intranets, and extranets have become

essential to the successful electronic business and commerce operations of all types of

organizations and their computer-based information systems. Telecommunicationsnetworks consist of computers, communications processors, and other devices

interconnected by communications media and controlled by communications software.

The concept ofnetwork resources emphasizes that communications networks are afundamental resource component of all information systems. Network resources include:

Communications media (twisted-pair wire, coaxial cable, fiber-optic cable, andmicrowave, cellular, and satellite wireless systems.

Network support (people, hardware, software, and data resources that directlysupport the operation and use of a communications network).

20. Information System Activities:

Information processing (or data processing) activities that occur in information system

include the following:

Input of data resources Processing of data into information

Output of information products

Storage of data resources

Control of system performance



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Input of Data Resources:

Data about business transactions and other events must be captured and preparedfor processing by the input activity. Input typically takes the form of data entry

activities such as recording and editing.

Once entered, data may be transferred onto a machine-readable medium such as

magnetic disk or tape, until needed for processing.

Processing of Data into Information:

Data is typically subjected to processing activities such as calculating,

comparing, sorting, classifying, and summarizing. These activities organize,

analyze, and manipulate data, thus converting them into information for endusers.

Quality of data stored in an information system must be maintained by a continual

process of correcting and updating activities.

Output of Information Products:

Information in various forms is transmitted to end-users and made available to

them in the output activity. The goal of information systems is the production

of appropriate information products for end users.

Storage of Data Resources:

Storage is a basic system component of information systems.

Storage is the information system activity in which data and information are

retained in an organized manner for later use.

Control of System Performance:

An important information system activity is the control of its performance.

An information system should produce feedback about its input, processing,

output, and storage activities.

Feedback must be monitored and evaluated to determine if the system is meeting

established performance standards.

Feedback is used to make adjustments to system activities to correct deficiencies.

21. Recognizing Information Systems:

As a business professional, you should be able to recognize the fundamental componentsof information systems you encounter in the real world. This means that you should be

able to identify:

The people, hardware, software, data, and network resources they use.

The types of information products they produce.



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The way they perform input, processing, output, storage, and control activities.

Cases:All the cases to be referred from the books mentioned below.

Questions:

1. Refer to the discussion questions with and without answers in both the books.2. Also go through the key terms (definitions/meaning) of the concepts mentioned in

the books with bold letters.

3. Tables and diagrams are also to be tracked for questions are also being framedand asked from these.

Source:1. Management Information System (10th and 11th Edition) by Laudon and

Laudon

Pearson Education2. Management Information System(7th Edition) by JamesO Brien and George

M MarakusTata Mc Graw Hill

Compiled by Faculty Incharge: Jaishree Tailor at GRIMS- 23

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