User’s Guide for

PowerPoint Presentations
Foundation
Mary Carole Hollingsworth
Concepts
IS Framework
Georgia Perimeter College
Information • Major topics outline of chapter will appear here,
Technologies hyperlinked to the page where the topic is covered. A
Roles of IS
Roles of E- click jumps to the appropriate page.
Business
Trends in IS • Running the presentation should be executed normally
Types of IS by using the mouse buttons. The space bar or Page-
Developing IS Down advances beyond where the flow should end.
Solutions
Ethics and IT • Click around the presentation – All hyperlinks in place
Section II
Systems Concepts are underlined – Works like the Web!
IS Model
Components of an Similar hyperlinks are used as control alternatives
IS
IS Activities
for the presentations – A click on “Key Terms” or
Recognizing IS “Real World Cases” jumps to the page where they
are presented.
Real World Cases

KEY TERMS
Be Patient to Allow Animations to Execute
and Always, Only Advance With Mouse Click
END Chapter and Page Numbers Appear Here
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-1
 Module I – Foundation Concepts

Foundation
Foundations of
Concepts
IS Framework
Information
Technologies
Roles of IS
Information
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
Systems in Business
Solutions
Ethics and IT
Practice the Jumps Around
Section II
Systems Concepts
The File by Using the Links
IS Model At the Left…
Components of an
IS The Use of the Real World Cases is
IS Activities
Recognizing IS
Optional and are Accessed Using the
Real World Cases
Hyperlinked Arrows in the
Presentations
KEY TERMS
or From the Cases Page Available at all
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END Times by a Click to the Navigation Box.
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-2
 Learning Objectives
1. Importance of information
Foundation
Concepts systems and five needed areas of
IS Framework
Information knowledge
These
of PowerPoint Files Are
Technologies
Roles of IS
Roles of E-
2. Examples business applications
Business of information Readysystems
for Use Now!that
Trends in IS
Types of IS
Developing IS
supportTheyaCan
firm’s business
Be Infinitely Customized
Solutions
Ethics and IT
processes,
To Suitmanagerial
Your Needs and decision-
Wishes.
Section II making, and strategies
Presentations for in
Are Developed
Systems Concepts
IS Model competitive advantage
Version 2002 (XP) But Can Be Used
Components of an
IS
IS Activities
3. Provide examples
or Customized of Earlier
in Most several Versions
Recognizing IS major types of information
Real World Cases systems from your experiences
KEY TERMS with business organizations in the
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END real world
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-3
 Learning Objectives
Foundation
4. Identify challenges a business
Concepts
IS Framework
manager might face in managing
Information
Technologies
the successful and ethical
Roles of IS
Roles of E-
development and
Explore and useUsing
Enjoy of these
information technology in a
Comprehensive Presentations!
Business
Trends in IS
Types of IS business
Developing IS
Solutions Feedback, Questions,
5. Components or Problems
of real world
Cansystems
Be Directed to:use of
Ethics and IT
Section II
Systems Concepts
information - the
IS Model
Components of an Mary software,
hardware, Carole Hollingsworth
data, and
IS
IS Activities
networks mholling@gpc.edu
to perform input,
Recognizing IS processing, output, storage, and
Real World Cases control activities that transform
KEY TERMS data resources into information
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END products
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-4
 Foundation Concepts:
Foundation
Concepts
IS Framework
Information Systems in Business
Information
Technologies
Why Study IS and IT?
Roles of IS
The Rest of this File
Roles of E-
Business
Trends in IS
An Essential Field of Study
Duplicates Chapter 1 and is
Types of IS
Developing IS
Solutions
in Business
Included for Practice Drills Only!
When You Are Finished,
Ethics and IT
Section II
Systems Concepts
Real World of Information
IS Model
Components of an Go
Systems to the Chapters Directly.
User’s Guide Ends Here
IS
IS Activities
Recognizing IS

Real World Cases

Real World Case 1-
KEY TERMS
Amazon.Com Click to go to
Case 1
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-5
 Information Technologies
Foundation
Concepts
What is an Information System?
IS Framework

• Computer Hardware
Information
Technologies
Roles of IS
Roles of E-

• Computer Software
Business
Trends in IS
Types of IS
Developing IS

• Telecommunications
Solutions
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
IS
IS Activities
Network
• Data Resource
Recognizing IS

Real World Cases

KEY TERMS

END
Management
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-6
 IS Framework for Business
Foundation
Foundation Concepts
Concepts
Information Information Technologies
IS Framework
Information Business Applications
Technologies
Roles of IS
Systems Development Processes
Roles of E-
Business
Management Challenges
Trends in IS
Types of IS
Developing IS
Solutions Management
Ethics and IT
Section II Challenges
Systems Concepts Business Information
IS Model Applications Technologies
Components of an Information
IS
IS Activities Systems
Recognizing IS

Real World Cases Development Foundation

Processes Concepts
KEY TERMS

END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-7
 Roles of IS in Business
Foundation
Concepts
IS Framework
Information
Technologies Support
Roles of IS Strategies
Roles of E-
Business for Competitive
Trends in IS
Types of IS
Advantage
Developing IS
Solutions
Ethics and IT Support
Section II
Systems Concepts
Business Decision
IS Model Making
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

Support
Business Processes and Operations
KEY TERMS

END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-8
 Roles of e-Business in Business
The Internet Suppliers and Other Extranets
Foundation
Concepts Business Partners Company
IS Framework Boundary
Information
Technologies Supply chain management:
Roles of IS Procurement, Distribution, and Logistics
Roles of E-
Business
Trends in IS Intranets
Types of IS
Developing IS
Solutions Engineering and Manufacturing Accounting and
Ethics and IT Research and Production Finance
Section II
Systems Concepts
IS Model
Components of an
Intranets
IS
IS Activities Customer relationship management:
Recognizing IS Marketing Sales Customer Service
Real World Cases

KEY TERMS Extranets Consumers and

Business Customers
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-9
 Roles of e-Business in Business
Foundation
Concepts
WESCO International
IS Framework
Information
E-Business Sales and Supplier System
Technologies
Roles of IS • Distributor of Electrical Products and
Roles of E-
Business
Trends in IS
Supplies
Types of IS
Developing IS
– Over 6,000 Employees
Solutions
Ethics and IT
Section II
– 5 Distribution Centers
Systems Concepts
IS Model
– 360 Branches Worldwide
Components of an
IS – Over 100,000 Customers
IS Activities
Recognizing IS
• New E-Business Ordering System
• Increased Sales and Cut Costs
Real World Cases

KEY TERMS

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END • Est. $12 million Savings Annually
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-10
 Trends in Information Systems
Electronic Business & Commerce:
1990s – 2000s

Expanding Participation of End Users and Managers in IS

Foundation
Concepts Internet-Based E-Business and E-

Expanding Roles of IS in Business and Management

IS Framework
Information
Commerce systems
Technologies Strategic and End User Support:
Roles of IS
Roles of E-
1980s – 1990s
Business End User Computing Systems
Trends in IS
Types of IS
Executive Information Systems
Developing IS Expert Systems
Solutions
Ethics and IT
Strategic Information Systems
Section II Decision Support:
Systems Concepts
IS Model
1970s – 1980s
Components of an Decision Support Systems
IS
IS Activities
Management Reporting:
Recognizing IS 1960s – 1970s
Real World Cases Management Information Systems
Data Processing:
KEY TERMS
1950s – 1960s
END Electronic Data Processing Systems
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-11
 Types of Information Systems
Foundation
Information
Concepts Systems
IS Framework
Information
Technologies
Roles of IS
Roles of E-
Business
Trends in IS Operations Management
Types of IS Support Support
Developing IS
Solutions
Systems Systems
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
IS Transaction Process Enterprise Management Decision Executive
IS Activities Processing Control Collaboration Information Support Information
Recognizing IS Systems Systems Systems Systems Systems Systems

Real World Cases Processing Control Team and Prespecified Interactive Information
Business of Industrial Workgroup Reporting Decision Tailored for
KEY TERMS Transactions Processes Collaboration for Managers Support Executives
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-12
 Other Information Systems
Foundation
Concepts
IS Framework
• Expert Systems (ES)
• Knowledge Management
Information
Technologies
Roles of IS
Roles of E-
Business
Trends in IS Systems
Types of IS

• Functional Business Systems

Developing IS
Solutions
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
• Strategic Information
IS
IS Activities
Recognizing IS
Systems (SIS)
Real World Cases
• Cross-Functional
KEY TERMS

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END Information Systems
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-13
 Managerial Challenges of IT
Foundation
Concepts
IS Framework
Information The Business
Technologies
Roles of IS Enterprise
Information Customer
Roles of E- Strategies/
Technology Value/
Business
Trends in IS
Processes/ Business
Structure/
Types of IS
Developing IS Culture Value
Solutions
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
IS
IS Activities
Business/IT Business/IT Business/IT
Recognizing IS

Real World Cases

Challenges Developments Goals
KEY TERMS

END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-14
 Managerial Challenges of IT
Foundation
Concepts
Hershey Foods:
IS Framework
Information
Technologies
Roles of IS
Failure and Success with IT
Roles of E-
Business
Trends in IS
• Problems with ERP Software
Types of IS
Developing IS
Solutions
• $112 Million Project –
Ethics and IT
Section II
Systems Concepts
– Order Processing Problems
IS Model
Components of an
IS
– Multiple Vendor Applications
IS Activities
Recognizing IS
Being Installed Simultaneously
Real World Cases
• Initial Problems to Implement
KEY TERMS

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END • Recent Success with Upgrades
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-15
 Developing IS Solutions
Foundation
Concepts
IS Framework
Information
Investigate
Technologies
Roles of IS
Roles of E-
Business
Trends in IS Analyze
Types of IS
Developing IS
Solutions
Ethics and IT
Section II Maintain
Systems Concepts
IS Model
Components of an
IS
Design
IS Activities
Recognizing IS

Real World Cases

Implement
KEY TERMS

END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-16
 The IS Function
• A Major Functional Area of
Business – Important to
Foundation
Concepts
IS Framework
Information
Technologies
Roles of IS
Success
Roles of E-
Business
Trends in IS
• Important Contributor to
Types of IS
Developing IS Operational Efficiency,
Solutions
Ethics and IT
Section II
Employee Productivity and
Systems Concepts
IS Model Morale, and Customer
Components of an
IS
IS Activities
Service and Satisfaction
Recognizing IS

Real World Cases

• A Major Source of
KEY TERMS
Information for Decision
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END Making
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-17
 Developing IS Solutions
Foundation
Concepts
A-DEC Inc.:
IS Framework
Information Challenges in Systems Development
Technologies
Roles of IS
Roles of E- • New ERP Suite of Software
– Loss of Business
Business
Trends in IS
Types of IS
Developing IS
Solutions – Workers Didn’t Understand
Ethics and IT
Section II
Systems Concepts
System
IS Model
Components of an
– Upgrade of Servers and
IS
IS Activities Databases
– Redesigning Processes and
Recognizing IS

Real World Cases

KEY TERMS
Training Customers
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END • Now Reaping Benefits
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-18
 Challenges of Ethics and IT
Foundation
• Ethical Responsibilities
• Be a Responsible End-User
Concepts
IS Framework
Information
Technologies
Roles of IS
Roles of E-
Applications Potential Potential Possible
Business of IT Harms Risks Responses
Trends in IS
Types of IS Customer Infringe- Customer Codes of
Developing IS
Relationship ments on Boycotts Ethics
Solutions
Ethics and IT Management Privacy
Section II
Systems Concepts
IS Model Human
Components of an Resources Inaccurate Work Incentives
IS Information Stoppages
IS Activities
Management
Recognizing IS

Real World Cases

Business Government
Intelligence Collusion Certification
KEY TERMS Intervention
Systems
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-19
 Challenges of Ethics and IT
Foundation
• Protection from Crime and
Concepts
IS Framework
Information
Other Risks
Technologies
Roles of IS
Roles of E-
Link Staffing:
Business
Trends in IS
Types of IS
Network Security and Ethical Use
Developing IS
Solutions
Ethics and IT
• E-Mail and Antivirus Filtering
Section II
Systems Concepts • Limits on Size and Types of
IS Model
Components of an
IS
Attachments, Chatting Banned
IS Activities
Recognizing IS – Use of Secure VPN Service
Real World Cases
– Tough Employee Standards
KEY TERMS

END
• Termination for Violations
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-20
 Challenges of IT Careers
Foundation
Concepts
Amazon.Com:
IS Framework
Information
IT Career Challenges
Technologies
Roles of IS • Huge Demand for Systems
Roles of E-
Business
Trends in IS
Professionals
Types of IS
Developing IS
– On-line Customer Sales Support
Solutions
Ethics and IT
– Technology as a Means to an End
Section II
Systems Concepts
Where the End is the Customer or
IS Model
Components of an Just Have Technical Skills
IS
IS Activities
Recognizing IS
• Hard to Find a Combination of
Real World Cases
Skills
KEY TERMS
• Functioning in Unexplored
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END Territory
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-21
 The IS Function
Foundation
• Vital for Developing
Concepts
IS Framework Competitive Products and
Information
Technologies
Roles of IS
Services to Gain Strategic
Roles of E-
Business Advantage
• Dynamic, Rewarding, and
Trends in IS
Types of IS
Developing IS
Solutions
Ethics and IT
Section II
Challenging Career
Systems Concepts
IS Model Opportunities
• Key Component of the
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

Resources, Infrastructure, and
KEY TERMS
Capabilities of Networked
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END Business Enterprises
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-22
 Foundation Concepts: The
Foundation
Concepts
IS Framework
Components of Information Systems
• Technology
Information
Technologies
Roles of IS
Roles of E-

• Applications
Business
Trends in IS
Types of IS
Developing IS
Solutions
Ethics and IT
Section II
Systems Concepts
• Development
IS Model
Components of an
IS
IS Activities
• Management
Recognizing IS

Real World Cases

Real World Case 2-
KEY TERMS
Kodak, HP, and Click to go to

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END Amersham Biosciences Case 2

Copyright 2005, McGraw-Hill/Irwin, Inc. 1-23

 Systems Concepts:
Foundation
Concepts
A Foundation
IS Framework
Information
Technologies
What is a System?
Roles of IS
Roles of E-
Business
Trends in IS
• Input
Types of IS

• Processing
Developing IS
Solutions
Ethics and IT
Section II

• Output
Systems Concepts
IS Model
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

• Feedback
• Control
KEY TERMS

END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-24
 Systems Concepts
Foundation
Concepts
IS Framework
• Environment
• Subsystem
Information
Technologies
Roles of IS
Roles of E-
Business

• Interface
Trends in IS
Types of IS
Developing IS
Solutions

• Open Systems
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an

• Adaptive System
IS
IS Activities
Recognizing IS

Real World Cases

KEY TERMS

BACK NEXT
END Graphically…
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-25
 Information System Model
Stakeholders in the Business Environment
Foundation
Concepts The Community Competitors

Government Agencies
IS Framework
Information
Control
Technologies
Management

Customers
Roles of IS
Roles of E-
Business
Trends in IS
Feedback
Types of IS
Developing IS Information Systems
Solutions
Ethics and IT
Section II
Systems Concepts
IS Model

Stockholders
Components of an
Suppliers

IS Economic Business Goods &

IS Activities
Recognizing IS
Resources Resources Services
Real World Cases

KEY TERMS Input Processing Output

END
Financial Institutions Labor Unions
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-26
 Components of an IS
Foundation
Concepts
1. People Resources
IS Framework
Information
Technologies
- End Users - IS Specialists
Roles of IS
Roles of E-
2. Hardware
Business
Trends in IS - Machines - Media
Types of IS
Developing IS
Solutions
3. Software
Ethics and IT
Section II - Programs - Procedures
Systems Concepts
IS Model
Components of an
4. Data Resources
IS
IS Activities - Data and Knowledge Bases
Recognizing IS

Real World Cases

5. Network Resources
KEY TERMS - Communications Media and
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END Networks
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-27
 Components of an IS
Foundation
Concepts
IS Framework
Software Resources
Information
Technologies
Roles of IS
- System Software
Roles of E-
Business
Trends in IS
- Application Software
Types of IS
Developing IS
Solutions
Ethics and IT
- Procedures
Section II
Systems Concepts
IS Model
Data Resources
Components of an
IS
IS Activities
Recognizing IS
- Data Bases
Real World Cases - Knowledge Bases
KEY TERMS

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END Data vs. Information
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-28
 Information System Activities
Foundation
Concepts
Input Data Resources
IS Framework
Information
Technologies
- Source Document
Roles of IS
Roles of E-
Business
- User Interface
Trends in IS
Types of IS
Developing IS
Processing Data into
Solutions
Ethics and IT
Section II
Information Products
Systems Concepts
IS Model
Components of an
Storage of Data
IS
IS Activities
Recognizing IS
Resources
Real World Cases
Control of System
KEY TERMS

BACK NEXT
END
Performance
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-29
 Recognizing Information
Foundation
Systems
Concepts
IS Framework
Information
Technologies
Analyzing Information
Roles of IS
Roles of E-
Business
Trends in IS
Systems
Types of IS
Developing IS
Solutions
Ethics and IT
Recognizing:
Section II
Systems Concepts
IS Model
Components of an
IS
IS Resources
IS Activities
Recognizing IS

Real World Cases

Information Products
KEY TERMS

BACK NEXT
END
IS Activities
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-30
 Recognizing Information
Foundation
Systems
Analyzing Kodak and HP’s
Concepts
IS Framework
Information
Technologies
Roles of IS
Roles of E-
Business
Information Systems
Trends in IS
Types of IS
Developing IS
Solutions
• IS Resources
Ethics and IT
Section II
Systems Concepts
IS Model
• Information Products
Components of an
IS
IS Activities
Recognizing IS
• IS Activities
Real World Cases

KEY TERMS

END
Chapter Conclusions…
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-31
 Summary
1. An IS Framework for Business
Foundation
Concepts Professionals
IS Framework
Information 1) Foundation Concepts - Fundamental
Technologies
Roles of IS Concepts of IS
Roles of E-
Business 2) Information Technologies – Hardware,
Trends in IS
Types of IS Software, Data Management, and
Developing IS
Solutions
Networks
Ethics and IT
Section II 3) Business Applications – Processes,
Systems Concepts
IS Model
Operations, Decision Making,
Components of an
IS
Strategic/Competitive Advantage
IS Activities
Recognizing IS
4) Development Processes – Develop and
Real World Cases
Implement Business/IT Solutions
KEY TERMS
5) Managerial Challenges – IT Uses for Top
Performance and Business Value
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-32
 Summary
2. Business Roles of Info. Systems
Foundation
Concepts
1) Three Vital Roles of IS –
IS Framework
Information
a- Support Business Processes
Technologies
Roles of IS
b- Business Decision Making
Roles of E-
Business
c- Strategic Competitive Advantage
Trends in IS
Types of IS 2) Management Support Systems
Developing IS
Solutions 3) Management Information Systems
Ethics and IT
Section II 4) Decision Support Systems
Systems Concepts
IS Model 5) Executive Information Systems
Components of an
IS
IS Activities
6) Expert Systems
Recognizing IS 7) Knowledge Management Systems
Real World Cases
8) Strategic Information Systems
KEY TERMS
9) Functional and Cross-Functional
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END Information Systems
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-33
 Summary
Foundation
3. Systems Concepts
Concepts
IS Framework
Information
Technologies
1) Interrelated Components
– Common objective
Roles of IS
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
Solutions
2) Inputs
Ethics and IT
Section II
Systems Concepts
IS Model
3) Processing
Components of an
IS
IS Activities
4) Outputs
Recognizing IS

Real World Cases 5) Feedback

KEY TERMS

BACK NEXT
END 6) Control
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-34
 Summary
Foundation
4. An Information System
Concepts
IS Framework
Information
Technologies
Model
Roles of IS
Roles of E-
Business
1) People
Trends in IS
Types of IS
Developing IS
Solutions
2) Hardware
Ethics and IT
Section II
Systems Concepts
IS Model
3) Software
Components of an
IS
IS Activities
Recognizing IS
4) Data
Real World Cases
5) Networks
KEY TERMS

BACK NEXT
END 6) Storage
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-35
 Summary
Foundation
Concepts
5. IS Resources and Products
IS Framework
Information
Technologies
1) Hardware Resources
Roles of IS
Roles of E-
Business
Trends in IS
2) Software Resources
Types of IS
Developing IS
Solutions
-Programs
Ethics and IT
Section II
Systems Concepts
IS Model
-Procedures
Components of an
IS
IS Activities
Recognizing IS
3) People Resources
Real World Cases -Systems Specialists
KEY TERMS

END
-Users
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-36
 KEY TERMS
Computer-Based Information System
Foundation
Concepts
IS Framework
Control
Information
Technologies
Data
Roles of IS
Roles of E-
Business
Data or Information Processing
Trends in IS
Types of IS
Data Resources
Developing IS
Solutions Developing Business/IT Solutions
Ethics and IT
Section II
Systems Concepts
E-Business
IS Model
Components of an E-Business Role in Business
IS
IS Activities
Recognizing IS
Electronic Commerce
Real World Cases End User
KEY TERMS Enterprise Collaboration Systems
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-37
 KEY TERMS
Extranet
Foundation
Concepts Feedback
IS Framework
Information
Technologies
Hardware Resources
Roles of IS
Roles of E-
- Machines – Media
Business
Trends in IS
Information
Types of IS
Developing IS - Products - Quality
Solutions
Ethics and IT Information System
Section II
Systems Concepts
IS Model
Information System Activities
Components of an
IS
- Input - Processing - Output
IS Activities
Recognizing IS
- Storage - Control
Real World Cases Information System model
KEY TERMS Information Technology (IT)
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END Intranet
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-38
 KEY TERMS
Foundation
IS Knowledge Needed by Business
Concepts Professionals
IS Framework
Information Knowledge Workers
Technologies
Roles of IS Management Challenges of IS
Roles of E-
Business - Ethics and IT
Trends in IS
Types of IS - IT Career Challenges
Developing IS
Solutions - IT Success and Failure
Ethics and IT
Section II Network Resources
Systems Concepts
IS Model People Resources
Components of an
IS - IS Specialists
IS Activities
Recognizing IS - End Users
Real World Cases Roles of IS Applications in Business
KEY TERMS - Support of Business Processes and
END
Operations
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-39
 KEY TERMS
- Support of Business Decision Making
Foundation
Concepts
IS Framework
- Support of Strategies for Competitive
Information Advantage
Technologies
Roles of IS
Roles of E-
Software Resources
Business
Trends in IS
- Programs
Types of IS
Developing IS - Procedures
Solutions
Ethics and IT System
Section II
Systems Concepts
IS Model
Trends in Information Systems
Components of an
IS
Types of Information Systems
IS Activities
Recognizing IS - Cross-Functional Systems
Real World Cases - Management Support Systems
KEY TERMS - Operations Support Systems
END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-40
 Optional Case Studies
Real World Case 1 Click to go to
Foundation
Concepts
Amazon.Com Case 1
IS Framework
Information
Technologies
Roles of IS
Roles of E-
Real World Case 2
Business Kodak, HP, and Click to go to
Trends in IS Case 2
Types of IS
Developing IS
Amersham Biosciences
Solutions
Ethics and IT
Section II
Systems Concepts Real World Case 3 Click to go to
IS Model
Components of an Aviall, Inc. Case 3
IS
IS Activities
Recognizing IS

Real World Cases Real World Case 4 Click to go to

KEY TERMS Pacific Gas & Electric, Inc. Case 4

END
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Copyright 2005, McGraw-Hill/Irwin, Inc. 1-41
Foundation
Concepts
IS Framework
Information
Technologies
Roles of IS
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
Solutions
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
IS
IS Activities
Competing with
Recognizing IS

Real World Cases

Information Technology
KEY TERMS
Chapter 2
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-42
 Amazon.Com
1- Could Amazon.com achieve business
Foundation
Concepts success without information technology?
IS Framework
Information
Why or why not?
• Fundamental Roles of IS Including:
Technologies
Roles of IS

– Support of Operations, Decision

Roles of E-
Business
Trends in IS
Types of IS
Developing IS
Making and Strategic Competitive
Solutions Advantages
Ethics and IT
Section II • Use of E-Business Environment
Systems Concepts
IS Model – Usage of Internet, Intranet and
Components of an
IS Extranet Technologies
IS Activities
Recognizing IS • Management Style of Decision Return to
Real World Cases Making Chapter 1

KEY TERMS • Dependence on IT for Return to

END
Competitive Strategies Cases Page
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-43
 Amazon.Com
2- Can any business today succeed
Foundation
Concepts
IS Framework
without information technology?
Information Why or why not?
Technologies
Roles of IS •IT Plays a Vital and Expanding Role
Roles of E-
Business
in all Businesses
Trends in IS
Types of IS
•Planning and Using IT Should be a
Developing IS
Solutions
Key Component of all Efforts by a
Ethics and IT
Section II
Business to Remain Competitive in a
Systems Concepts Global Environment
IS Model
Components of an •Expanding Roles of the Business
IS
IS Activities Applications of IS
Recognizing IS
•Classification of IS that Describe the
Real World Cases
Role of Each in the Support of
KEY TERMS Business Operations and Managerial
BACK NEXT
END Decision Making
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-44
 Amazon.Com
Foundation
3- Jeff Bezos says that: “The
Concepts
IS Framework
trouble with most corporations is
Information
Technologies that they make judgment-based
Roles of IS
Roles of E- decisions, when data-based
Business
Trends in IS
Types of IS
decisions could be made.” Do you
Developing IS
Solutions
agree or not? Explain.
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
IS
IS Activities
Recognizing IS
Return to
Chapter 1
Real World Cases

KEY TERMS Return to

Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-45
 Amazon.Com
Foundation
3- Jeff Bezos says that: “The
Concepts
IS Framework
trouble with most corporations is
Information
Technologies that they make judgment-based
Roles of IS
Roles of E- decisions, when data-based
Business
Trends in IS
Types of IS
decisions could be made.” Do you
Developing IS
Solutions
agree or not? Explain.
Ethics and IT
Section II
Systems Concepts
• Major Roles of IS in a
IS Model
Components of an
Business
IS
IS Activities
Recognizing IS
Return to
Chapter 1
Real World Cases

KEY TERMS Return to

Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-46
 Amazon.Com
Foundation
3- Jeff Bezos says that: “The
Concepts
IS Framework
trouble with most corporations is
Information
Technologies that they make judgment-based
Roles of IS
Roles of E- decisions, when data-based
Business
Trends in IS
Types of IS
decisions could be made.” Do you
Developing IS
Solutions
agree or not? Explain.
Ethics and IT
Section II
Systems Concepts
• Major Roles of IS in a
IS Model Business
• Trends in IS that Depict the
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

Changing Role of IS to Return to
Chapter 1

KEY TERMS
Support Managerial Return to

BACK NEXT
END Decision Making Cases Page

Copyright 2005, McGraw-Hill/Irwin, Inc. 1-47

 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
Information
Technologies
What is the business challenge
Roles of IS
Roles of E-
Business
facing companies like Kodak and
Trends in IS
Types of IS HP in supporting their global
Developing IS
Solutions
Ethics and IT
sales forces? How successfully is
Section II
Systems Concepts
IS Model
the Eloquent software tool
Components of an
IS
IS Activities
helping these two companies meet
Recognizing IS

Real World Cases

this challenge? Explain. Return to
Chapter 1

KEY TERMS Return to

Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-48
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework Challenges would include:
Information
Technologies • Silo syndrome - The Cost of Employee
Roles of IS
Roles of E-
Business
Time Spent on Research, Preparing
Trends in IS
Types of IS
Reports and Developing Support for
Developing IS
Solutions
the Sales Staff Without an Easy Way
Ethics and IT
Section II
to Access the Information
Systems Concepts
IS Model
• Data is Being Collected, but Kodak
Components of an
IS and HP are not Good at Sharing and
IS Activities
Recognizing IS Updating the Data
Real World Cases • Unused Valuable Marketing
KEY TERMS Information and Other Intellectual
BACK NEXT
END Property
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-49
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
How successful is the Eloquent
Information
Technologies software tool is described by
Roles of IS
Roles of E- Kodak and HP:
Business
Trends in IS • Ability to Deliver a Full Range of
Types of IS
Developing IS Product Information
Solutions
Ethics and IT – Includes Text, Synchronized Video,
Section II
Systems Concepts
Graphics, Audio and Search
IS Model
Components of an
Capabilities to Globally Dispersed
IS Sales Organizations
• Allowing People to get More Done
IS Activities
Recognizing IS

Real World Cases

and Spend More Face Time with
KEY TERMS Customers as Opposed to Calling
BACK NEXT
END on the Phone to Kodak
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-50
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
How successful is the Eloquent
Information
Technologies software tool is described by
Roles of IS
Roles of E- Kodak and HP:
Business
Trends in IS • HP’s Ability to “Close the
Loop on Sales Readiness”
Types of IS
Developing IS
Solutions
Ethics and IT
Section II
Systems Concepts
with the Eloquent Software’s
IS Model
Components of an
Capability to Track and
IS
IS Activities Report on Usage and
Recognizing IS

Real World Cases

Measurement of Learning
KEY TERMS
Led to a Tenfold Return on
BACK NEXT
END Investment for the Company
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-51
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
Information
Technologies
Why was Amersham Biosciences’
Roles of IS
Roles of E- Excel-based system a business
Business
Trends in IS
Types of IS
and IT failure? How successfully
Developing IS
Solutions
Ethics and IT
is the Synygy software solving the
Section II
Systems Concepts
IS Model
business and IT problems
Components of an
IS
IS Activities
involved? Explain.
Recognizing IS

Real World Cases

KEY TERMS

END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-52
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework Amersham Biosciences” Excel-
Information
Technologies
Roles of IS
based system was a business and
Roles of E-
Business
IT failure due to:
Trends in IS
Types of IS • A Highly Manual Process
Developing IS
Solutions • A Very Labor Intensive Task
• A Process that was Fraught
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an with Error
IS
IS Activities
Recognizing IS
• Lack of Confidence in the Sales
Real World Cases
Staff about the Accuracy of the
KEY TERMS Excel-Based System
BACK NEXT
END • High Level of Error Correction
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-53
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
Information
How successfully is the Synygy
Technologies
Roles of IS
software solving the business and
Roles of E-
Business
IT problems involved?
Trends in IS
Types of IS
Developing IS
• Reduced Department’s Head
Solutions
Ethics and IT
Count by One Full Time
Section II
Systems Concepts Worker
IS Model
Components of an
IS
• The Existing Four Week Period
IS Activities
Recognizing IS
Required to Fix Problems was
Real World Cases Reduced to Less than a Week
KEY TERMS • Sales Staff have Confidence in
BACK NEXT
END the New Software
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-54
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
Information
How else could IT be used to
Technologies
Roles of IS
support a global sales force? Give
Roles of E-
Business
several examples.
Trends in IS
Types of IS
• Refocusing the Sales Staff’s Time
Developing IS
Solutions
Toward Customer Contact Rather
Ethics and IT
Section II than Toward Report Preparation,
Systems Concepts
IS Model Error Correction, and Information
Components of an
IS Gathering
• Enabling the Sales Staff to Learn
IS Activities
Recognizing IS

Real World Cases

about New Product Information and
KEY TERMS Services Quickly so Promotional
BACK NEXT
END
Efforts can be Better Directed
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-55
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
Information
How else could IT be used to
Technologies
Roles of IS
support a global sales force? Give
Roles of E-
Business
several examples.
Trends in IS
Types of IS
• Measuring the Learning about New
Developing IS
Solutions Products and Services to Improve
Ethics and IT
Section II the Expertise of the Sales Staff to
Systems Concepts
IS Model Seal Sales and Boost Company Sales
Components of an
IS
IS Activities
Recognizing IS
Return to
Chapter 1
Real World Cases

KEY TERMS Return to

Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-56
 Kodak, HP, and
Foundation
Amersham Biosciences
Concepts
IS Framework
Information
How else could IT be used to
Technologies
Roles of IS
support a global sales force? Give
Roles of E-
Business
several examples.
Trends in IS
Types of IS
• Measuring the Learning about New
Developing IS
Solutions Products and Services to Improve
Ethics and IT
Section II the Expertise of the Sales Staff to
Systems Concepts
IS Model Seal Sales and Boost Company Sales
Components of an
IS • Improve the Accuracy of the
IS Activities
Recognizing IS Compensation Packages for Return to
Real World Cases the Sales Staff by Being Chapter 1

KEY TERMS Able to More Correctly Return to

Cases Page
BACK NEXT
END Evaluate their Efforts
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-57
 Aviall Inc.
Foundation
Concepts
1- Why do you think that
IS Framework
Information Aviall failed in their
Technologies
Roles of IS
Roles of E-
implementation of an
Business
Trends in IS
Types of IS
enterprise resource
Developing IS
Solutions
planning system?
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
What could they
IS
IS Activities
Recognizing IS
have done differently?
Real World Cases

KEY TERMS Return to

Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-58
 Aviall Inc.
Foundation
Concepts
Reasons why Aviall failed would
IS Framework include:
• ERP System Did Not Support
Information
Technologies

Adequately Aviall’s Business Strategies

Roles of IS
Roles of E-
Business
Trends in IS
Types of IS
• The ERP Did Not Improve the Basic
Developing IS
Solutions
Operational Support System Needed to
Ethics and IT
Section II
Provide Supply Chain Management
Systems Concepts
IS Model • The ERP System Project Did Not
Components of an
IS Adequately Address the Issue of
IS Activities
Recognizing IS Systems Integration
Real World Cases • Implementation of the ERP Failed Due
KEY TERMS to Inadequate Consideration of the
BACK NEXT
END Magnitude of the Project
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-59
 Aviall Inc.
Foundation
What Aviall could have done
Concepts
IS Framework
Information
differently would include the
Technologies
Roles of IS
following:
Roles of E-
Business • Project Planning Through the Use of
Trends in IS
Types of IS
Developing IS
Some Form of a Systematic
Solutions
Ethics and IT
Development Process
Section II
Systems Concepts
• Analysis of the Business Requirements
IS Model
Components of an Prior to Making Decisions about the
IS
IS Activities Software to Acquire for the ERP
Recognizing IS

Real World Cases

System
KEY TERMS
• Project Management Should Have
END
Been a Higher Consideration of Aviall
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-60
 Aviall Inc.
Foundation
Concepts
IS Framework
Information
2- How has information
Technologies
Roles of IS
Roles of E-
technology brought new
Business
Trends in IS
Types of IS
business success to Aviall?
Developing IS
Solutions
Ethics and IT
Section II
How did IT change
Systems Concepts
IS Model
Components of an
Aviall’s business model?
IS
IS Activities
Recognizing IS

Real World Cases

KEY TERMS

END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-61
 Aviall Inc.
Foundation
How IT brought new business
Concepts
IS Framework
success for Aviall would include:
Information
Technologies • System Integrated by Using Common
Roles of IS
Roles of E- Business Databases Managed by
Business
Trends in IS
Database Software from Sybase, Inc.
Types of IS
Developing IS • Designing the New Combined System
Solutions
Ethics and IT to Properly Access and Deal with
Section II
Systems Concepts
Customized Pricing Charts for 17,000
IS Model
Components of an
Customers Who Receive Various Types
IS
IS Activities
of Discounts, and with an Inventory of
Recognizing IS 380,000 Different Aerospace Parts
Real World Cases
• Developing Aviall.com to Reduce the
KEY TERMS Cost Per Order from $9 per
BACK NEXT
END Transaction to 39 Cents
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-62
 Aviall Inc.
Foundation
How IT brought new business
Concepts
IS Framework
success for Aviall would include:
• Customers are Able to Transfer their
Information
Technologies
Roles of IS
Roles of E-
Business
Orders from an Excel Spreadsheet
Trends in IS
Types of IS
Directly to the Web Site
Developing IS
Solutions
• Customers have Access to Price and
Ethics and IT
Section II
Availability Information in Less Than
Systems Concepts
IS Model Five Seconds – A Real Time Feature
Components of an
IS • Sales Force Spends More Time
IS Activities
Recognizing IS Developing Customer Relationships
Real World Cases than Processing Routine Orders
KEY TERMS • Aviall Can Better Match Production
BACK NEXT
END to Demand from the IT Improvements
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-63
 Aviall Inc.
Foundation
Concepts
How IT changed Aviall’s business
IS Framework
Information
model would include:
Technologies
Roles of IS
Roles of E-
• Changed Aviall from a Catalog
Business
Trends in IS Business to Full-Scale Logistics
Types of IS
Developing IS
Solutions
Business
Ethics and IT
Section II
Systems Concepts
IS Model
• Aviall Became a Provider of
Components of an
IS Supply Chain Management
IS Activities
Recognizing IS
Services through the Integration
Real World Cases

KEY TERMS
of a Range of Web-Enabled E-
BACK NEXT
END Business Software Systems
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-64
 Aviall Inc.
Foundation
Concepts
3- How could other companies
use Aviall’s approach to the
IS Framework
Information
Technologies
Roles of IS
Roles of E-
Business
Trends in IS
use of IT to improve their
Types of IS
Developing IS
Solutions
business success. Give
Ethics and IT
Section II
Systems Concepts
several examples.
IS Model
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

KEY TERMS

END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-65
 Aviall Inc.
Foundation
Concepts
Examples would include:
IS Framework
Information • Reposition a Firm as a Supply
Technologies
Roles of IS Chain Management Services
Roles of E-
Business
Trends in IS
Provider Through Web-Enabled E-
Types of IS
Developing IS
Business Software Systems
Solutions
Ethics and IT
Section II
Systems Concepts
IS Model
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

KEY TERMS Return to

Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-66
 Aviall Inc.
Foundation
Concepts
Examples would include:
IS Framework
Information • Reposition a Firm as a Supply
Technologies
Roles of IS Chain Management Services
Roles of E-
Business
Trends in IS
Provider Through Web-Enabled E-
Types of IS Business Software Systems
• Redesign the Customer
Developing IS
Solutions
Ethics and IT
Section II
Systems Concepts
Relationship Management System
IS Model
Components of an
to Minimize the Routine Order
IS
IS Activities
Processing and Permit the Sales
Recognizing IS
Force to Focus on Product and
Real World Cases
Service Development Efforts that
KEY TERMS
will Grow Revenue Return to
Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-67
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information
Technologies
1- Why has deregulation of
Roles of IS
Roles of E-
Business
the electric power industry
Trends in IS
Types of IS
Developing IS
increased the need for new
Solutions
Ethics and IT
Section II
Systems Concepts
approaches to provide
IS Model
Components of an
IS
better customer service and
IS Activities
Recognizing IS management by
Real World Cases

KEY TERMS
utility companies? Return to
Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-68
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Considerations would include:
• Deregulation Allowed Entry of New
Information
Technologies
Roles of IS
Roles of E- Competitors into the Industry
Business
Trends in IS • Increased Competition in a
Types of IS
Developing IS Deregulated Industry Demands a New
Solutions
Ethics and IT Up-To-Date Customer Relationship
Section II
Systems Concepts Management System
IS Model
Components of an
• Deregulation Resulted in the
IS
IS Activities
Establishment of Some of the Most
Recognizing IS Complex Formats in North America for
Real World Cases Setting the Billing Rates that Different
KEY TERMS Utility Customers are Charged
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-69
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information 2- What are the business benefits
and costs of PG&E’s new
Technologies
Roles of IS
Roles of E-
Business
Trends in IS
Types of IS
customer information system?
Developing IS
Solutions
Also, visit the PG&E website
Ethics and IT
Section II
Systems Concepts
and evaluate how well it helps
IS Model
Components of an
IS
them provide better customer
IS Activities
Recognizing IS
service.
Real World Cases

KEY TERMS

END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-70
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information Business benefits and costs would
Technologies
Roles of IS include:
• The Legacy CIS was 37 Years Old
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
and had Exhausted its Useful Life
Solutions
Ethics and IT and was No Longer Flexible. The
Section II
Systems Concepts New System is More Feature-Rich
• Information in the System is
IS Model
Components of an
IS
IS Activities
Recognizing IS
Automatically Updated Rather than
Real World Cases Updated After a Few Days
KEY TERMS Following the Batch Processing of
BACK NEXT
END Jobs by the Old System
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-71
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information Business benefits and costs would
Technologies
Roles of IS include:
• Total Investment was $204 Million
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
• PG&E have the Largest Off-The-
Solutions
Ethics and IT Shelf CIS Software Installation to
Section II
Systems Concepts Date
• Eliminated the Lack of Integration
IS Model
Components of an
IS
IS Activities
Recognizing IS
Between the Old Mainframe System
Real World Cases and other Applications; Thus
KEY TERMS Reducing Lag Time for Customer
BACK NEXT
END Service Workers
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-72
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information
Technologies
3- How can new customer
Roles of IS
Roles of E-
Business
information systems like
Trends in IS
Types of IS
CorDaptix help companies like
Developing IS
Solutions
Ethics and IT
PG&E compete in their new
Section II
Systems Concepts
de-regulated markets? Visit the
IS Model
Components of an
IS
SPL World Group Website and
IS Activities
Recognizing IS
evaluate their claims for
Real World Cases companies that use CorDaptix.
KEY TERMS

END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-73
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information The new CIS can assist companies
Technologies
Roles of IS
Roles of E-
such as PG&E by:
Business
Trends in IS
Types of IS
• Customer Service Workers
Developing IS
Solutions
Ethics and IT
Can Access Updated
Section II
Systems Concepts
Information in a Real-Time
IS Model
Components of an
IS
Environment as Compared
IS Activities
Recognizing IS to a Several Day Delay
Real World Cases
Under the Older Batch
KEY TERMS

END
Processing Environment
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-74
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information The new CIS can assist companies
Technologies
Roles of IS such as PG&E by:
• The Newer Better Integrated CIS
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
Makes Data More Readily
Solutions
Ethics and IT
Available to Customer Service
Section II
Systems Concepts
Workers
IS Model
Components of an
IS
IS Activities
Recognizing IS

Real World Cases

KEY TERMS

END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-75
 Pacific Gas & Electric Co.:
Developing Customer Service
Foundation
Concepts
Information Systems
IS Framework
Information The new CIS can assist companies
Technologies
Roles of IS such as PG&E by:
• The Newer Better Integrated CIS
Roles of E-
Business
Trends in IS
Types of IS
Developing IS
Makes Data More Readily
Solutions
Ethics and IT
Available to Customer Service
Section II
Systems Concepts
Workers
IS Model
Components of an
• The New CIS Added Additional
IS
IS Activities Features that Allow the Company
Recognizing IS
to Operate in a Highly
Real World Cases
Competitive Market after
KEY TERMS
Deregulation Return to
Cases Page
END
BACK NEXT
Copyright 2005, McGraw-Hill/Irwin, Inc. 1-76