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ISF Flashcards

1
Q

What is Ethics?

A

Principles of right and wrong that individuals, acting as free moral agents, use to make choices to guide their behaviors.

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2
Q

What are the new ethical questions that information systems raise?

A
  • New kinds of crimes
  • Intense social change, threatening existing distributions of power, money, rights, and obligations
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3
Q

What are the key Technology Trends that Raise Ethical Issues ?

A
  • Computing power doubles every 18 months
  • Data storage costs rapidly decline
  • Data analysis advances
  • Networking advances
  • Mobile device growth impact
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4
Q

Give examples of real-world ethical dilemmas :

A
  • Monitoring employees
  • Facebook monitors users and sells information to advertisers and app developers
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5
Q

What are the steps to ethical analysis?

A
  1. Identify and clearly describe the facts.
  2. Define the conflict or dilemma and identify the higher-order values involved.
  3. Identify the stakeholders.
  4. Identify the options that you can reasonably take.
  5. Identify the potential consequences of your options.
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6
Q

What are the candidate Ethical Principles ?

With an explanation on each one

A
  • Golden Rule
    – Do unto others as you would have them do unto you
  • Immanuel Kant’s Categorical Imperative
    – If an action is not right for everyone to take, it is not right for anyone
  • Descartes’ Rule of Change
    – If an action cannot be taken repeatedly, it is not right to take at all
  • Utilitarian Principle
    – Take the action that achieves the higher or greater value
  • Risk Aversion Principle
    – Take the action that produces the least harm or potential cost
  • Ethical “No Free Lunch” Rule
    – Assume that virtually all tangible and intangible objects are owned by someone unless there is a specific declaration otherwise
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7
Q

Give examples on recent cases of faild ethical judgment in business

A
  • General Motors, Barclay’s Bank, GlaxoSmithKline, Takata Corporation
  • In many, information systems used to bury decisions from public scrutiny
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8
Q

Give a Model for Thinking about Ethical, Social, and Political Issues.

A
  • Society as a calm pond, IT as rock dropped in pond, creating ripples of new situations not covered by old rules, Social (family, education, organization) and political institutions cannot respond overnight to these ripples—it may take years to develop etiquette, expectations, laws
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9
Q

what do we need to have to go about Ethical, Social, and Political Issues in the mean time?

A

Requires understanding of ethics to make choices in legally gray areas (in the
meantime)

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10
Q

What are the Five Moral Dimensions of the
Information Age ?

A
  • Information rights and obligations (individual and organizations)
  • Property rights and obligations (intellectual property rights in a digital society)
  • Accountability and control (who is accountable for the harm done to individual, information and property rights)
  • System quality (what standards of data and system quality we should demand to protect individual rights and the safety of society?)
  • Quality of life (values preserved in the society, which institute we should protect? Cultural values and practices supported by the IT)
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11
Q

what are the Advances in Data Analysis Techniques ?

Explain each one

A
  • Profiling
    – Combining data from multiple sources to create dossiers of detailed information on individuals
  • Nonobvious relationship awareness (NORA)
    – Combining data from multiple sources to find obscure hidden connections that might help identify criminals or terrorists
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12
Q

Give examples on how Advances in Data Analysis Techniques could be applied.

A
  • an applicant for a job at a company shares a telephone number with a known criminal and as such issue an alert to the hiring manager.
  • Airline company identifying potential terrorists attempting to board a plane.
  • Government identifying potential terrorists by monitoring phone calls.
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13
Q

what specific principles for conduct can be used to guide ethical decisions ?

Expalin each one

A
  • Responsibility
    – Accepting the potential costs, duties, and obligations for decisions made by individuals
  • Accountability
    – Mechanisms for identifying responsible parties
  • Liability
    – Permits individuals (and firms) to recover damages done to them
  • Due process
    – Laws are well-known and understood, with an ability to appeal to higher authorities
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14
Q

What are the main professional Codes of conducts ?

Give examples when relevent

A
  • Promulgated by associations of professionals
    – American Medical Association (AMA)
    – American Bar Association (ABA)
    – Association for Computing Machinery (ACM)
  • Promises by professions to regulate themselves in the general interest of society
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15
Q

When can real-world ethical dilemmas happen ?

A

When One set of interests pitted against another

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16
Q

what is privacy?

Explain

A
  • Claim of individuals to be left alone, free from surveillance or interference from other individuals, organizations, or state; claim to be able to control information about yourself
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17
Q

How does the United States protect privacy in the Internet?

A
  • First Amendment (freedom of speech and association)
  • Fourth Amendment (unreasonable search and seizure)
  • Additional federal statues (e.g., Privacy Act of 1974)
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18
Q

what are the FTC FIP principles?

Explain age principle

A
  • Notice/awareness (core principle)
    – website must disclose their information practices before collecting data
  • Choice/consent (core principle) – choice allowing consumer to choose how their information will be used for secondary purposes
  • Access/participation
    – consumers to review and contest the accuracy and completeness of data collected about them
  • Security
    – consumer data is secured
  • Enforcement
    – enforce the FIP (i.e. self regulation….etc)
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19
Q

what is FIP?

A

FIP is a set of principles governing the collection and use of information about individuals

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20
Q

What is FIP based on?

A

FIP is based on notion of mutuality of interest between the record holder (i.e. business/government) and the individual

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21
Q

what are The countries that are based on FIP the most?

A

most American and European privacy laws are based on FIP

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22
Q

What are the challenges to privacy in the internet?

A
  • Cookies
  • Web beacons
  • Spyware
  • Google services and behavioral targeting
  • The United States allows businesses to gather transaction information and use this for other marketing purposes (without user’s approval)
  • Opt-out vs. opt-in model
  • Online industry promotes self-regulation over privacy legislation.
    – Complex/ambiguous privacy statements
    – Opt-out models selected over opt-in
    – Online “seals” of privacy principles – certifying web sites adhering to certain privacy principles
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23
Q

what are cookies?

A

small text files deposited on computer hard drive when user visits website
– Identify browser and track visits to site
– Super cookies (Flash cookies): installed when playing a flash video; cant be easily deleted

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24
Q

what’s spyware?

A

– Surreptitiously installed on user’s computer
– May transmit user’s keystrokes or display unwanted ads

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25
Q

what are web beacons?

A

web bugs or tracking files
– Tiny graphics embedded in e-mails and web pages
– Monitor who is reading e-mail message or visiting site (monitor online behavior)

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26
Q

what are the technical solution to protect user privacy during interactions with websites

A
  • E-mail encryption
  • Anonymity tools
  • Anti-spyware tools
  • Browser features
    – “Private” browsing :
    privacy feature in some web browsers to disable browsing history and the web cache. This allows a person to browse the Web without storing local data that could be retrieved at a later date
    – “Do not track” options :
    let you tell every website you visit, their advertisers, and content providers that you don’t want your browsing behavior tracked.
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27
Q

what is the overall result of technical solutions

A

Overall, technical solutions have failed to protect users from being tracked from one site to another

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28
Q

What is intellectual property?

A

Intangible property of any kind created by individuals or corporations

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29
Q

What are the three main ways that intellectual property is protected?

Explain

A
  • Trade secret
    – intellectual work or product belonging to business (not based on the information in the public domain) i.e. formula, device, pattern
  • Copyright
    – statutory grant protecting intellectual property from being copied for the life of the author, plus 70 years
  • Patents
    – grants creator of invention an exclusive monopoly on ideas behind invention for 20 years
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30
Q

What are the differences in digital media from physical media that pose challenges to intellectual property rights

A
  • Ease of replication
  • Ease of transmission (networks, Internet)
  • Ease of alteration
  • Compactness
  • Difficulties in establishing uniqueness
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31
Q

What is DMCA? and what it does?

A

Digital Millennium Copyright Act
- Makes it illegal to circumvent technology-based protections of copyrighted materials. i.e. ISP are required to take down sites of copyright infringers they are hosting once the ISPs are notified of the problem

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32
Q

If software fails, who is responsible?

A
  • If seen as part of a machine that injures or harms, software producer and operator may be liable.
  • If seen as similar to book, difficult to hold author/publisher responsible.
  • If seen as a service? Would this be similar to telephone systems not being liable for
    transmitted messages?
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33
Q

Why is Flawless software (perfect) unfeasible?

A
  • Because it is economically unfeasible (high cost and no one then can afford it)
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34
Q

What are Three principal sources of poor system performance?

A
  • Software bugs, errors
  • Hardware or facility failures
  • Poor input data quality (most common source of business system failure)
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35
Q

What are the Negative social consequences of systems?

A
  • Balancing power: center versus periphery i.e. google, twitter, Facebook, Apple, Yahoo, Amazon
  • Rapidity of change: reduced response time to competition not enough time to respond to global competitors (lead to loose your business and job)
  • Maintaining boundaries: family, work, and leisure (i.e. do anything anywhere anytime)
  • Dependence and vulnerability (all depend on IS and as such they are vulnerability to system fails)
  • Computer crime and abuse (i.e. spam)
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36
Q

What is CAN-SPAM Act of 2003?

A

it require commercial messages to display accurate subject
lines, identify the true senders and offer recipients an easy way to remove their names from email lists

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37
Q

What are the consequences on employment due to IS?

A

end result of continuing advances in information technology will be
- rising unemployment and a small number of elite corporate professionals
- Trickle-down technology (i.e. AI, IoT, robotics…etc)
- Reengineering job loss

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38
Q

What are the consequences on Equity and access due to IS?

A
  • Increasing racial and social class cleavages
  • The digital divide (does everyone has an equal opportunity to participate in the
    digital age?)
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39
Q

What are the consequences on health due to IS?

A
  • Repetitive stress injury (RSI)
  • Carpal tunnel syndrome (CTS)
  • Computer vision syndrome (CVS)
  • Technostress
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40
Q

What is an ERP system?

A
  • Suite of integrated software modules and a common central database
  • Collects data from many divisions of firm for use in nearly all of firm’s internal business activities
  • Information entered in one process is immediately available for other processes
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41
Q

Why do business use enterprise systems?

A
  • Increase operational efficiency
  • Provide firm-wide information to support decision making
  • Enable rapid responses to customer requests for information or products
  • Include analytical tools to evaluate overall organizational performance (Dashboards)
42
Q

what is an enterprise software?

A
  • Built around thousands of predefined business processes that reflect best practices
    – Finance and accounting
    – Human resources
    – Manufacturing and production
    – Sales and marketing
43
Q

To implement enterprise systems firms must:

Give an example

A
  • Select functions of system they wish to use
  • Map business processes to software processes
    For example: Use software’s configuration tables for customizing (enterprise software are complex; its best to perform only minimal changes to gain maximum benefits from the enterprise software i.e. oracle, SAP, IBM, Microsoft)
44
Q

What is a supply chain management system?

A

it’s a network of organizations and processes for producing materials, transforming them into products, and distributing the products.

45
Q

What does supply chain management systems do?

A
  • Upstream supply chain
    – Firm’s suppliers, suppliers’ suppliers, processes for managing relationships with them
  • Downstream supply chain
    – Organizations and processes responsible for delivering products to customers
  • Internal supply chain
46
Q

what is the result of using supply chain management?

A
  • Inefficiencies cut into a company’s operating costs (caused by inaccurate or untimely
    inventory) i.e. parts shortages, underutilized plant capacity, excessive finished goods inventory, high transportation costs
    – Can waste up to 25 percent of operating expenses
  • Just-in-time strategy (based on perfect information)
    – Components arrive as they are needed
    – Finished goods shipped after leaving assembly line
  • Safety stock: Buffer for lack of flexibility in supply chain (Because of uncertainties, manufacturers keep a safety stock… this is costly indeed)
  • Bullwhip effect
    – Information about product demand gets distorted as it passes from one entity to next across supply chain
47
Q

what are the types of supply chain management software? and explain What each one does?

A
  1. Supply chain planning systems
    – Model existing supply chain
    – Enable demand planning (how much product a business needs to make to satisfy customer demand)
    – Optimize sourcing, manufacturing plans
    – Establish inventory levels
    – Identify transportation modes
  2. Supply chain execution systems
    – Manage flow of products through distribution centers and warehouses (to ensure products are delivered to the right locations in the most efficient manner)
48
Q

how does the Internet help manage global complexities?

A
  • Warehouse management
  • Transportation management
  • Logistics
  • Outsourcing
49
Q

what are the models of supply chain systems? explain each one

A
  • Push-based model (build-to-stock)
    – Earlier SCM systems
    – Schedules based on best guesses of demand
  • Pull-based model (demand-driven/build-to-order)
    – Web-based
    – Customer orders trigger events in supply chain
50
Q

how does the Internet helps supply chains?

A
  • Internet enables move from sequential supply chains to concurrent supply chains
    – Complex networks of suppliers can adjust immediately
51
Q

How does supply chain management systems help the businesses?

A
  • Match supply to demand
  • Reduce inventory levels
  • Improve delivery service
  • Speed product time to market
  • Use assets more effectively
    – Total supply chain costs can be 75 percent of operating budget
  • Increase sales
52
Q

What are CRM systems?

A
  • Customer relationship management (CRM)
    – Knowing the customer
    – In large businesses, too many customers and too many ways customers interact with firm
53
Q

what does CRM systems do?

A
  • Capture and integrate customer data from all over the organization
  • Consolidate and analyze customer data
  • Distribute customer information to various systems and customer touch points across enterprise (contact point i.e. phone, social media, email, call center…etc)
  • Provide single enterprise view of customers
54
Q

give examples on More comprehensive packages have modules for:

A
  • Partner relationship management (PRM)
    – Integrating lead generation, pricing, promotions, order configurations, and availability
    – Tools to assess partners’ performances
  • Employee relationship management (ERM)
    – Setting objectives, employee performance management, performance-based compensation, employee training
55
Q

CRM packages typically include tools for:

explain each tool

A
  • Sales force automation (SFA)
    – Sales prospect and contact information
    – Sales quote generation capabilities
  • Customer service
    – Assigning and managing customer service requests (i.e. call center)
    – Web-based self-service capabilities (i.e. info on the website, live chat)
  • Marketing
    – Capturing prospect and customer data, scheduling and tracking direct marketing mailings or e-mail
    – Tools for analyzing marketing and customer data, identifying profitable and not profitable customers
    – Cross-selling (marketing of complementary products to customers i.e. in a bank, customers maybe offered a loan)
56
Q

What are the CRM software main types?

explain each type

A
  • Operational CRM
    – Customer-facing applications:
    – Sales force automation
    – Call center and customer service support
    – Marketing automation
  • Analytical CRM
    – Based on data warehouses populated by operational CRM systems and customer touch points
    – Analyzes customer data (OLAP, data mining, etc.) (Customer lifetime value (CLTV))
    – Provide information for improving business performance
57
Q

what is the business value of CRM systems?

A
  • Increased customer satisfaction
  • Reduced direct-marketing costs
  • More effective marketing
  • Lower costs for customer acquisition/retention
  • Increased sales revenue
  • Churn rate
    – Number of customers who stop using or purchasing products or services from a company
    – Indicator of growth or decline of firm’s customer base
58
Q

What are the challenges facing enterprise applications?

A
  • Highly expensive to purchase and implement enterprise applications
    – Average cost of ERP project in 2015—$6.1 million
  • Technology changes
  • Business process changes
  • Organizational learning, changes
  • Switching costs, dependence on software vendors
  • Data standardization, management, cleansing
59
Q

What are the next generation enterprise applications?

A
  • Enterprise solutions/suites
    – Make applications more flexible, web-enabled, integrated with other systems
  • SOA standards (Service Oriented Architecture: integrated applications developed by
    the same vendor or other vendors —.> lead to integrate information from multiple applications)
  • Open-source applications (Open source software is software with source code that
    anyone can inspect, modify, and enhance)
  • On-demand solutions
  • Cloud-based versions
  • Functionality for mobile platform
  • Social CRM
    – Incorporating social networking technologies
    – Company social networks
    – Monitor social media activity; social media analytics
    – Manage social and web-based campaigns
  • Business intelligence
    – Inclusion of BI with enterprise applications
    – Flexible reporting, ad hoc analysis, “what-if” scenarios, digital dashboards, data visualization
60
Q

What is a e-commerce?

And when did it began

A

It’s the Use of the Internet and web to transact business

1995

61
Q

Why is e-commerce different / unique?

Explain each point

A
  • Ubiquity
    – Available everywhere at all times
    – Marketspace is virtual
    – Transaction costs reduced (i.e. consumers do not need to travel for shopping)
  • Global reach
    – Transactions cross cultural and national boundaries
  • Universal standards
    – One set of technology standards: Internet standards (low market entry cost, reduce
    search cost for consumers)
  • Richness
    – Supports video, audio, and text messages
  • Interactivity interaction with users
  • Information density
    – Greater price and cost transparency
    – Enables price discrimination
  • Personalization/customization
    – Technology permits modification of messages, goods (adjusts to consumer preferences such as Amazon and Expedia)
  • Social technology
    – Promotes user content generation and social networking
62
Q

How did the Internet and digital markets change the way companies conduct business?

A
  • Information asymmetry reduced
  • Menu costs (merchants’ cost of changing prices) , search and transaction costs reduced
  • Dynamic pricing enabled (product price varies based on demand characteristics of customers or the supply situation of the seller)
  • Switching costs (increase/decrease)
  • Delayed gratification (i.e. when buying clothes)
  • Disintermediation
63
Q

What are digital goods?

A

Goods that can be delivered over a digital network (i.e. music tracks, video, movies, software, newspapers, magazines, books)

64
Q

what are the benefits of having digital goods?

A
  • Cost of producing first unit is almost entire cost of product
  • Costs of delivery over the Internet very low
  • Marketing costs remain the same; pricing highly variable
  • Industries with digital goods are undergoing revolutionary changes (publishers, record
    labels, film studios etc.)
65
Q

what are the three major types of ecommerce?

With Examples on each type

A
  • Business-to-consumer (B2C)
    – Example: BarnesandNoble.com, AliExpess, Booking.com, Amazon
  • Business-to-business (B2B)
    – Example: ChemConnect, Alibaba
  • Consumer-to-consumer (C2C)
    – Example: eBay
66
Q

what are the models of ecommerce businesses?

A
  • Portal i.e. Yahoo, Bing, Google, MSN, AOL, Facebook
  • E-tailer i.e. Amazon, Walmart
  • Content provider i.e. iTunes,
  • Transaction broker i.e. Expedia, Booking.com
  • Market creator i.e. eBay, Uber, Airbnb
  • Service provider i.e. Google Apps, Google sites, Gmail, Dropbox
  • Community provider (Social Networks) i.e. Facebook, Twitter
67
Q

What are ecommerce revenue models?

Give an example on each model

A
  • Advertising i.e. Yahoo, Google, Facebook
  • Sales i.e. Amazon
  • Subscription i.e. Netflix
  • Free/Freemium (=Free+Premium) i.e. Dropbox, LinkedIn, SurveyMonkey
  • Transaction fee i.e. eBay, E-Trade
  • Affiliate (websites send visitors to other websites in return for a referral fee or % of
    revenue) i.e. Amazon, MyPoints
68
Q

what are the ways the Internet provides to identify and communicate with customers?

Explain each point

A
  • Long tail marketing targeting a large number of niche markets with a product or service i.e. most of us have shopped on Amazon, and you will have been recommended products
  • Internet advertising formats i.e. search engine, display ads, video, email
  • Behavioral targeting
    – Tracking online behavior of individuals most web sites do it
  • Programmatic ad buying the way to target what types of audience you wish show your advertising to through automating the buying, placement, and optimization of
    media inventory
  • Native advertising use of paid ads that match the look, feel and function of the media format in which they appear (look like part of the editorial flow of the page)
69
Q

What is a digital social graph?

A

It’s the mapping of all online social relationships

70
Q

Get examples on social ecommerce based on the digital social graph:

A
  • Newsfeed notifications from friends and advertisers
  • Timelines photos and events that create a personal history
  • Social sign-in access website using social network accounts
  • Collaborative shopping environment where consumers share their shopping experience
  • Network notification environment where consumers share their approval/disapproval of a product i.e. Like of Facebook, tweets, following
  • Social search (recommendations) - environment where consumers ask for advice
71
Q

What is the fastest growing media for branding and marketing?

A

social media

72
Q

How does social media help growing the brand and marketing of a business?

A
  • Social network marketing
    – Seeks to leverage individuals’ influence over others
    – Targeting a social network of people sharing interests and advice
    – Facebook’s “Like” button
    – Social networks have huge audiences
  • Social shopping sites virtually shopping with friends
  • Wisdom of crowds i.e. consultant with thousands of their customers about a
    product/service
  • Crowdsourcing process of getting work or fund, usually online, from a crowd of people
73
Q

How has ecommerce affected business to business transactions?

A
  • U.S. B2B trade in 2015 is $14.6 trillion
    – U.S. B2B e-commerce in 2015 is $6.2 trillion
  • Internet and networking helps automate procurement
  • Variety of Internet-enabled technologies used in B2B
    – Electronic data interchange (EDI)
    – Private industrial networks (private exchanges)
    – Net marketplaces
    – Exchanges
74
Q

What is EDI? What does it do?

A

Electronic Data Interchange
* Computer-to-computer exchange of standard transactions such as invoices, purchase orders
* Major industries have EDI standards use private networks
– Define structure and information fields of electronic documents
* More companies are moving toward web-enabled private networks
– Allow them to link to a wider variety of firms than EDI allows
– Enable sharing a wider range of information

75
Q

What are the new ways of B2B buying and selling?

explain each way

A
  • Private industrial networks use extranet
    – Private exchanges
    – Large firm using a secure website to link to suppliers and partners
  • Net marketplaces (e-hubs)
    – Single digital marketplace for many buyers and sellers
    – May focus on direct or indirect goods (indirect: i.e. office suppliers)
    – May be vertical or horizontal marketplaces
  • Exchanges
    – Independently owned third-party Net marketplaces for spot purchasing used to
    deal with equipment failure or to re-stock items that have run out and are affecting the performance of the organization or individuals.. Mostly made up of small orders (in value or quantity terms) for once-off requirements
76
Q

What Is the Role of M-commerce in Business, and What Are the Most Important M-commerce Applications?

A
  • M-commerce in 2017 is 37 percent of all e-commerce
  • Fastest growing form of e-commerce
    – Some areas growing at 50 percent or more
  • Main areas of growth
    – Mass market retailing (Amazon, eBay, etc.)
    – Sales of digital content (music, TV, etc.)
    – In-app sales to mobile devices
77
Q

Location-Based Services and Applications

A
  • Used by 74 percent of smartphone owners
  • Based on GPS map services
  • Geosocial services
    – Where friends are
  • Geoadvertising
    – What shops are nearby
  • Geoinformation services
    – Price of house you are passing
78
Q

ther Mobile Commerce Services

A
  • Financial account management apps
    – Banks, credit card companies
  • Mobile advertising market
    – Google and Facebook are largest markets
    – Ads embedded in games, videos, and mobile apps
  • 55 percent of online retailers have m-commerce websites
79
Q

What Issues Must be Addressed when Building an E-commerce Presence?

A
  • Most important management challenges
    – Developing clear understanding of business objectives
    – Knowing how to choose the right technology to achieve those objectives
  • Develop an e-commerce presence map
    – Four areas: websites, e-mail, social media, offline media
  • Develop a timeline: milestones
    – Breaking a project into discrete phases i.e. planning, website development, web
    implementation, social media plan, social media implementation, mobile plan
80
Q

What Is the Role of Knowledge Management Systems in Business?

A
  • Knowledge management systems among fastest growing areas of software
    investment
  • Information economy
    – 37% U.S. labor force: knowledge and information workers
    – 55% U.S. GDP from knowledge and information sectors
  • Substantial part of a firm’s stock market value is related to intangible assets: Substantial part of a firm’s stock market value is related to intangible assets: knowledge, brands, reputations, and unique business processes
  • Well-executed knowledge-based projects can produce extraordinary ROI
81
Q

what are the important dimensions of knowledge?

A

– Knowledge is a firm asset. i.e. Intangible asset
– Knowledge has different forms i.e. tacit, explicit, know-how, craft, skill, email,
graphic, voice mail, structured/unstructured documents
– Knowledge has a location. i.e. minds of humans, in business process.
– Knowledge is situational/contextual. i.e. when to perform a procedure, how to use it.

82
Q

what are the different kinds of knowledge?

A
  • Data, knowledge, and wisdom
  • Tacit knowledge and explicit knowledge (Tacit: knowledge reside in the mind of
    employees that has not been documented; explicit: knowledge that has been documented)
  • Knowledge-based core competencies
  • Key organizational assets i.e. two or three things they are good at
  • Knowing how to do things effectively and efficiently in ways others cannot duplicate is
    a prime source of profit and competitive advantage
    – Example: Having a unique build-to-order production system
83
Q

What is organizational learning?

A

it is the Process in which organizations gain experience through collection of data,
measurement, trial and error, and feedback

84
Q

what is knowledge management?

A

– Set of business processes developed in an organization to create, store, transfer, and apply knowledge

85
Q

What is knowledge management value chain?

A

– Each stage adds value to raw data and information as they are transformed into usable knowledge

86
Q

What is knowledge management value chain?

A

– Each stage adds value to raw data and information as they are transformed into usable knowledge

87
Q

What are the stages of knowledge management value chain?

A
  • Knowledge acquisition
  • Knowledge storage
  • Knowledge dissemination
  • Knowledge application
88
Q

Knowledge acquisition:

A
  • Documenting tacit and explicit knowledge
    – Storing documents, reports, presentations, best practices
    – Unstructured documents (e.g., e-mails)
    – Developing online expert networks so that employee can “find the expert” in the company
  • Creating knowledge
  • Tracking data from TPS and external sources
89
Q

Knowledge storage:

A
  • Databases
  • Document management systems
  • Experts systems
  • Role of management i.e. support the development of planned knowledge storage
    systems, encouraging, rewarding
90
Q

Knowledge dissemination:

A
  • Portals, wikis
  • E-mail, instant messaging
  • Search engines, collaboration tools
  • A deluge of information?
    – Training programs, informal networks, and shared management experience help
    managers focus attention on important information.
91
Q

Knowledge application:

A
  • New business practices
  • New products and services
  • New markets
92
Q

What does the business need to do to implement knowledge management?

A
  • Developing new organizational roles and responsibilities for the acquisition of
    knowledge
  • Chief knowledge officer executives
  • Dedicated staff / knowledge managers
  • Communities of practice (COPs)
    – Informal social networks of professionals and employees
    – Activities include education, online newsletters, sharing knowledge
    – Reduce learning curves of new employees
93
Q

what are the Types of Knowledge Management Systems?

A
  1. Enterprise-wide knowledge management systems
    – General-purpose firm-wide efforts to collect, store, distribute, and apply digital content and knowledge
  2. Knowledge work systems (KWS)
    – Specialized systems built for engineers, scientists, other knowledge workers
    charged with discovering and creating new knowledge
    ex: Computer aided design (CAP), Virtual reality.
  3. Intelligent techniques
    – Diverse group of techniques such as data mining used for various goals: discovering knowledge, distilling knowledge, discovering optimal solutions
    ex: Data mining, expert’s systems, fuzzy logic, genetic algorithms, intelligent agents.
94
Q

What are the three major types of knowledge in enterprise system?

A
  • Structured documents
    – Reports, presentations
    – Formal rules
  • Semistructured documents
    – E-mails, videos
  • Unstructured, tacit knowledge
  • 80% of an organization’s business content is semistructured or unstructured
95
Q

Enterprise Content Management Systems:

A
  • manages structured and semistructured knowledge
  • Help capture, store, retrieve, distribute, preserve documents and semistructured
    knowledge
  • Bring in external sources
    – News feeds, research
  • Tools for communication and collaboration
    – Blogs, wikis, and so on
  • Key problem: developing taxonomy (classification scheme)
  • Digital asset management systems i.e. Coca-Cola example : it has to keep track of all
    the images of the Coca-Cola brand that have been created in the past at all of the
    company’s world wide offices.
96
Q

Locating and Sharing Expertise:

A
  • Provide online directory of corporate experts in well-defined knowledge domains
  • Search tools enable employees to find appropriate expert in a company
  • Social networking and social business tools for finding knowledge outside the firm
    – Saving
    – Tagging
    – Sharing web pages
97
Q

Learning Management Systems (LMS):

A
  • Provide tools for management, delivery, tracking, and assessm
  • Support multiple modes of learning
    – CD-ROM, web-based classes, online forums, and so on
  • Automates selection and administration of courses
  • Assembles and delivers learning content
  • Measures learning effectiveness
  • Massively open online courses (MOOCs)
    – Web course open to large numbers of participants
98
Q

how does building new systems produce organizational change?

A

It’s not only new it’s H/W & S/W; it includes changes in jobs, skills, management and organization.

99
Q

What are the four types of structural organization change IT-enabled organizational change result in?

A
  1. Automation most common type
    – Increases efficiency and effectiveness
    – Replaces manual tasks
  2. Rationalization of procedures simply business processes
    – Streamlines standard operating procedures
    – Often found in programs for making continuous quality improvements
    ^ Total quality management (TQM)
    ^ Six sigma
    ^ ISO Standards
  3. Business process redesign
    – Analyze, simplify, and redesign business processes
    – Reorganize workflow, combine steps, eliminate repetition
  4. Paradigm shifts
    – Rethink nature of business
    – Define new business model
    – Change nature of organization
100
Q

What is BPM?

Explain

A

Business process management (BPM)
– Variety of tools, methodologies to analyze, design, optimize processes
– Used by firms to manage business process redesign

101
Q

What are the Steps in BPM?

A
  1. Identify processes for change
  2. Analyze existing processes “as is”
  3. Design the new process “to-be”
  4. Implement the new process
  5. Continuous measurement
102
Q

What are the Tools for Business Process Management (BPM?

A
  • Identify and document existing processes
    – Identify inefficiencies
  • Create models of improved processes
  • Capture and enforce business rules for performing, automating processes
  • Integrate existing systems to support process improvements
  • Verify that new processes have improved
  • Measure impact of process changes on key business performance indicators

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