1. Introduction to Information Systems

Question 1

Information Technology vs. Information System

Answer 1

• IT = a collection of devices, software and other accessories
• IS = IS is embodied in the way people create value with information technology -> it is what emerges from the use and adoption of IT and the formal and informal processes

Question 2

Information System (Definition)

Answer 2

= group of components that interact to produce information

- consists of human side (procedures, people) and computer side (hardware, software)

Question 3

Types of Information Systems

Answer 3

1. Business-To-Consumer Systems (B2C) = direct engagement with consumers/customers (e.g. mobile apps, electronic commerce)
2. Business-To-Business Systems (B2B) = enabling firms networks (e.g. Supply Chain Management, Market Place,..)
3. Enterprise Systems (ES) = focussing on company-internal processes ( e.g. CRM, BI, Office Productivity)

Question 4

Goals of ES on different levels

Answer 4

1. Strategic level = ES aims to ensure long-term success of a company & provides data to the senior management to strategically manage the company
2. Tactical level = Middle Managers aim to reduce costs by technical support and automatization of business processes
3. Operational level = Operational managers and workers use highly integrated ES to prevent system breaks

Question 5

CRM

Answer 5

= Customer Relationship Management
-> aims to systematically maintain and establish long-term and profitable relationships with the firm’s (potential) customers

1. Operational CRM = focusses on sales tasks
2. Collaborative CRM = enable the direct interaction between a firm and its customer
3. Analytical CRM = analyzes the data of operative CRM