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• Title Page
• Copyright Page
• About the Authors
• Brief Contents
• Complete Contents
• Preface
• Halftitle Page
• Part I Information Systems in the Digital Age
• Chapter 1: Business Information Systems in Your Career
• Chapter-Opening Case: PCL Construction: The New Digital Firm
• 1-1 Why Are Information Systems So Essential for Running and Managing a Business Today?
• How Information Systems Are Transforming Business
• Key Challenges in Management Information Systems
• Globalization Challenges and Opportunities: A Flattened World
• Business Drivers of Information Systems
• 1-2 What Exactly Is an Information System? How Does It Work? What Are Its People, Organizational, an
• What Is an Information System?
• It Isn’t Simply Technology: The Role of People and Organizations
• Dimensions of Information Systems
• Interactive Session: Technology UPS Competes Globally with Information Technology
• 1-3 How Will a Four-Step Method for Business Problem Solving Help You Solve Information System–Rel
• The Problem-Solving Approach
• A Model of the Problem-Solving Process
• The Role of Critical Thinking in Problem Solving
• The Connections Among Business Objectives, Problems, and Solutions
• 1-4 What Information Systems Skills and Knowledge Are Essential for Business Careers?
• How Information Systems Will Affect Business Careers
• Interactive Session: People Will AI Kill Jobs?
• Information Systems and Business Careers: Wrap-up
• How This Book Prepares You for the Future
• 1-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Databases to Analyze Sales Trends
• Improving Decision Making: Using the Internet to Locate Jobs Requiring Information Systems Knowledge
• Collaboration and Teamwork Project
• Business Problem-Solving Case: New Technology at UPS Clashes with Outdated Ways of Working
• Chapter 2: Global E-business and Collaboration
• Chapter-Opening Case: Enterprise Social Networking Transforms Sharp Corporation into a More Innovati
• 2-1 What Major Features of a Business Are Important for Understanding the Role of Information System
• Organizing a Business: Basic Business Functions
• Business Processes
• Managing a Business and Firm Hierarchies
• The Business Environment
• The Role of Information Systems in a Business
• 2-2 How Do Systems Serve Different Management Groups in a Business, and How Do Systems That Link the
• Systems for Different Management Groups
• Systems for Linking the Enterprise
• E-business, E-commerce, and E-government
• Interactive Session: Organizations Japan Embraces E-governance Tools for Tokyo 2020
• 2-3 Why Are Systems for Collaboration, Social Business, and Knowledge Management So Important, and W
• What Is Collaboration?
• What Is Social Business?
• Business Benefits of Collaboration and Social Business
• Building a Collaborative Culture and Business Processes
• Tools and Technologies for Collaboration and Social Business
• Interactive Session: Technology Videoconferencing: Something for Everyone
• Systems for Knowledge Management
• 2-4 What Is the Role of the Information Systems Function in a Business?
• The Information Systems Department
• Information Systems Services
• 2-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using a Spreadsheet to Select Suppliers
• Achieving Operational Excellence: Using Internet Software to Plan Efficient Transportation Routes
• Collaboration and Teamwork Project
• Business Problem-Solving Case: Should Companies Embrace Social Business?
• Chapter 3: Achieving Competitive Advantage with Information Systems
• Chapter-Opening Case: N26: A Bank Without Branches
• 3-1 How Do Porter’s Competitive Forces Model, the Value Chain Model, Synergies, Core Competencies,
• Porter’s Competitive Forces Model
• Information System Strategies for Dealing with Competitive Forces
• The Internet’s Impact on Competitive Advantage
• The Business Value Chain Model
• Interactive Session: Technology: Singapore as a Smart Nation
• Synergies, Core Competencies, and Network-Based Strategies
• Disruptive Technologies: Riding the Wave
• 3-2 How Do Information Systems Help Businesses Compete Globally?
• The Internet and Globalization
• Global Business and System Strategies
• Global System Configuration
• 3-3 How Do Information Systems Help Businesses Compete Using Quality and Design?
• What Is Quality?
• How Information Systems Improve Quality
• 3-4 What Is the Role of Business Process Management (BPM) in Enhancing Competitiveness?
• What Is Business Process Management?
• Interactive Session: Organizations Strategic Information Systems at Hong Kong Disneyland
• 3-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using a Database to Clarify Business Strategy
• Improving Decision Making: Using Web Tools to Configure and Price an Automobile
• Collaboration and Teamwork Project
• Business Problem-Solving Case: Offline, Online, and Back: The Evolution of the UK Grocery Market
• Chapter 4: Ethical and Social Issues in Information Systems
• Chapter-Opening Case: Are Cars Becoming Big Brother on Wheels?
• 4-1 What Ethical, Social, and Political Issues Are Raised by Information Systems?
• A Model for Thinking About Ethical, Social, and Political Issues
• Five Moral Dimensions of the Information Age
• Key Technology Trends That Raise Ethical Issues
• 4-2 What Specific Principles for Conduct Can Be Used to Guide Ethical Decisions?
• Basic Concepts: Responsibility, Accountability, and Liability
• Ethical Analysis
• Candidate Ethical Principles
• Professional Codes of Conduct
• Some Real-World Ethical Dilemmas
• 4-3 Why Do Contemporary Information Systems Technology and the Internet Pose Challenges to the Prote
• Information Rights: Privacy and Freedom in the Internet Age
• Property Rights: Intellectual Property
• 4-4 How Have Information Systems Affected Laws for Establishing Accountability and Liability and the
• Computer-related Liability Problems
• System Quality: Data Quality and System Errors
• Interactive Session: Technology: The Boeing 737 MAX Crashes: What Happened and Why?
• Quality of Life: Equity, Access, and Boundaries
• Health Risks: RSI, CVS, and Cognitive Decline
• Interactive Session: People: How Harmful Are Smartphones?
• 4-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Achieving Operational Excellence: Creating a Simple Blog
• Improving Decision Making: Analyzing Web Browser Privacy
• Collaboration and Teamwork Project
• Business Problem Solving Case: Facebook Privacy: Your Life for Sale
• Part II Information Technology Infrastructure
• Chapter 5: It Infrastructure: Hardware and Software
• Hermes UK: Success Delivered Through the Cloud
• 5-1 What Are the Components of IT Infrastructure?
• IT Infrastructure Components
• 5-2 What Are the Major Computer Hardware, Data Storage, Input, and Output Technologies Used in Busin
• Types of Computers
• Storage, Input, and Output Technology
• Contemporary Hardware Trends
• Interactive Session: Technology: Open Source Innovation: The New Competitive Advantage
• Interactive Session: Organizations: Look to the Cloud
• 5-3 What Are the Major Types of Computer Software Used in Business and the Major Software Trends?
• Operating System Software
• Application Software and Desktop Productivity Tools
• HTML and HTML5
• Web Services
• Software Trends
• 5-4 What Are the Principal Issues in Managing Hardware and Software Technology?
• Capacity Planning and Scalability
• Total Cost of Ownership (TCO) of Technology Assets
• Using Technology Service Providers
• Managing Mobile Platforms
• Managing Software Localization for Global Business
• 5-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using a Spreadsheet to Evaluate Hardware and Software Options
• Improving Decision Making: Using Web Research to Budget for a Sales Conference
• Collaboration and Teamwork Project
• Business Problem-Solving Case: What Should Firms Do About BYOD?
• Chapter 6: Foundations of Business Intelligence: Databases and Information Management
• Chapter-Opening Case: Astro: Leveraging Data for Customer-Driven Service
• 6-1 What Is a Database, and How Does a Relational Database Organize Data?
• Entities and Attributes
• Organizing Data in a Relational Database
• Establishing Relationships
• 6-2 What Are the Principles of a Database Management System?
• Operations of a Relational DBMS
• Capabilities of Database Management Systems
• Nonrelational Databases, Cloud Databases, and Blockchain
• 6-3 What Are the Principal Tools and Technologies for Accessing Information from Databases to Improv
• The Challenge of Big Data
• Interactive Session: People: The Paradise Papers and Big Data Journalism
• Business Intelligence Technology Infrastructure
• Analytical Tools: Relationships, Patterns, Trends
• Databases and the Web
• 6-4 Why Are Data Governance and Data Quality Assurance Essential for Managing the Firm’s Data Reso
• Assuring Data Quality
• Interactive Session: Organizations: DEWA: Evolving Utilities for a Smart City
• 6-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Achieving Operational Excellence: Building a Relational Database for Inventory Management
• Improving Decision Making: Searching Online Databases for Overseas Business Resources
• Collaboration and Teamwork Project
• Business Problem-solving Case: Does Big Data Provide the Answer?
• Chapter 7: Telecommunications, the Internet, and Wireless Technology
• Chapter-Opening Case: Tour De France Wins with Wireless Technology
• 7-1 What Are the Principal Components of Telecommunications Networks and Key Networking Technologies
• Networking and Communication Trends
• What Is a Computer Network?
• Key Digital Networking Technologies
• 7-2 What Are the Different Types of Networks?
• Signals: Digital Versus Analog
• Types of Networks
• Transmission Media and Transmission Speed
• 7-3 How Do the Internet and Internet Technology Work, and How Do They Support Communication and E- B
• What Is the Internet?
• Internet Addressing and Architecture
• Internet Services and Communication Tools
• Interactive Session: People: Singapore Shuts Down 2G Network
• The Web
• Interactive Session: Technology: Talking Cars Make for Better Road Safety
• 7-4 What Are the Principal Technologies and Standards for Wireless Networking, Communication, and In
• Cellular Systems
• Wireless Computer Networks and Internet Access
• RFID and Wireless Sensor Networks
• 7-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Spreadsheet Software to Evaluate Wireless Services
• Achieving Operational Excellence: Using Web Search Engines for Business Research
• Collaboration and Teamwork Project
• Business Problem-solving Case: Google, Apple, and Facebook Battle for Your Internet Experience
• Chapter 8: Securing Information Systems
• Chapter-Opening Case: The Electric Power Grid Becomes a Cyberwarfare Battleground
• 8-1 Why Are Information Systems Vulnerable to Destruction, Error, and Abuse?
• Why Systems Are Vulnerable
• Malicious Software: Viruses, Worms, Trojan Horses, and Spyware
• Hackers and Computer Crime
• Internal Threats: Employees
• Software Vulnerability
• 8-2 What Is the Business Value of Security and Control?
• Legal and Regulatory Requirements for Electronic Records Management
• Interactive Session: Technology: Meltdown and Spectre Haunt the World’s Computers
• Electronic Evidence and Computer Forensics
• 8-3 What Are the Components of an Organizational Framework for Security and Control?
• Information Systems Controls
• Risk Assessment
• Security Policy
• Disaster Recovery Planning and Business Continuity Planning
• The Role of Auditing
• 8-4 What Are the Most Important Tools and Technologies for Safeguarding Information Resources?
• Identity Management and Authentication
• Firewalls, Intrusion Detection Systems, and Anti-malware Software
• Securing Wireless Networks
• Encryption and Public Key Infrastructure
• Securing Transactions with Blockchain
• Ensuring System Availability
• Security Issues for Cloud Computing and the Mobile Digital Platform
• Interactive Session: Organizations: Phishing for Money: Dangerous Emails
• Ensuring Software Quality
• 8-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Spreadsheet Software to Perform a Security Risk Assessment
• Improving Decision Making: Evaluating Security Outsourcing Services
• Collaboration and Teamwork Project
• Business Problem-solving Case: Bulgaria: a Whole Nation Hacked
• Part III Key System Applications for the Digital Age
• Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications
• Chapter-Opening Case: Warehouse Management at Norauto: Conversational Commerce
• 9-1 How Do Enterprise Systems Help Businesses Achieve Operational Excellence?
• What Are Enterprise Systems?
• Enterprise Software
• Business Value of Enterprise Systems
• 9-2 How Do Supply Chain Management Systems Coordinate Planning, Production, and Logistics with Suppl
• The Supply Chain
• Interactive Session: Organizations: Soma Bay Prospers with ERP in the Cloud
• Information Systems and Supply Chain Management
• Supply Chain Management Software
• Global Supply Chains and the Internet
• Business Value of Supply Chain Management Systems
• 9-3 How Do Customer Relationship Management Systems Help Firms Achieve Customer Intimacy?
• What Is Customer Relationship Management?
• Customer Relationship Management Software
• Operational and Analytical CRM
• Business Value of Customer Relationship Management Systems
• Interactive Session: People: CRM Helps Adidas Know Its Customers One Shoe Buyer at a Time
• 9-4 What Are the Challenges That Enterprise Applications Pose, and How Are Enterprise Applications T
• Enterprise Application Challenges
• Next-generation Enterprise Applications
• 9-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Database Software to Manage Customer Service Requests
• Achieving Operational Excellence: Evaluating Supply Chain Management Services
• Collaboration and Teamwork Project
• Business Problem-Solving Case: Fast Fashion, Big Data, and Zara
• Chapter 10: E-commerce: Digital Markets, Digital Goods
• Chapter-Opening Case: E-commerce Comes to the Dashboard: the Battle for the “Fourth Screen”
• 10-1 What Are the Unique Features of E-commerce, Digital Markets, and Digital Goods?
• E-commerce Today
• The New E-commerce: Social, Mobile, Local
• Why E-commerce Is Different
• Key Concepts in E-commerce: Digital Markets and Digital Goods in a Global Marketplace
• 10-2 What Are the Principal E-commerce Business and Revenue Models?
• Types of E-commerce
• E-commerce Business Models
• E-commerce Revenue Models
• Interactive Session: Technology: Small Businesss Loans from a FinTech App
• 10-3 How Has E-commerce Transformed Marketing?
• Behavioral Targeting
• Social E-commerce and Social Network Marketing
• Interactive Session: People: Engaging “Socially” with Customers
• 10-4 How Has E-commerce Affected Business-to-business Transactions?
• Electronic Data Interchange (EDI)
• New Ways of B2B Buying and Selling
• 10-5 What Is the Role of M-commerce in Business, and What Are the Most Important M-commerce Applicat
• Location-based Services and Applications
• Other Mobile Commerce Services
• Mobile App Payment Systems
• 10-6 What Issues Must Be Addressed When Building an E-commerce Presence?
• Develop an E-commerce Presence Map
• Develop a Timeline: Milestones
• 10-7 How Will MIS Help My Career?
• The Company
• Job Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Spreadsheet Software to Analyze a Dot-com Business
• Achieving Operational Excellence: Evaluating E-commerce Hosting Services
• Collaboration and Teamwork Project
• Business Problem Solving Case: Can Uber Be the Uber of Everything?
• Chapter 11: Improving Decision Making and Managing Artificial Intelligence
• Chapter-opening Case: Machine Learning Helps Akershus University Hospital Make Better Treatment Deci
• 11-1 What Are the Different Types of Decisions, and How Does the Decision-making Process Work?
• Business Value of Improved Decision Making
• Types of Decisions
• The Decision-making Process
• High-velocity Automated Decision Making
• Quality of Decisions and Decision Making
• 11-2 How Do Business Intelligence and Business Analytics Support Decision Making?
• What Is Business Intelligence?
• The Business Intelligence Environment
• Interactive Session: Technology: Siemens Makes Business Processes More Visible
• Business Intelligence and Analytics Capabilities
• Interactive Session: Organizations: Predictive Maintenance in the Oil and Gas Industry
• Business Intelligence Users
• 11-3 What Is Artificial Intelligence (AI)? How Does It Differ from Human Intelligence?
• Evolution of AI
• 11-4 What Are the Major Types of AI Techniques and How Do They Benefit Organizations?
• Expert Systems
• Machine Learning
• Neural Networks
• Genetic Algorithms
• Natural Language Processing, Computer Vision Systems, and Robotics
• Intelligent Agents
• 11-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Pivot Tables to Analyzesales Data
• Improving Decision Making: Using Intelligent Agents for Comparison Shopping
• Collaboration and Teamwork Project
• Business Problem-solving Case: Can Cars Drive Themselves—and Should They?
• Part IV Building and Managing Systems
• Chapter 12: Making the Business Case for Information Systems and Managing Projects
• Chapter-Opening Case: Angostura Builds a Mobile Sales System
• 12-1 How Should Managers Build a Business Case for the Acquisition and Development of a New Informat
• The Information Systems Plan
• Portfolio Analysis and Scoring Models
• Determining Solution Costs and Benefits
• 12-2 What Are the Core Problem-solving Steps for Developing a New Information System?
• Defining and Understanding the Problem
• Developing Alternative Solutions
• Evaluating and Choosing Solutions
• Implementing the Solution
• 12-3 What Are the Alternative Methods for Building Information Systems?
• Traditional Systems Development Life Cycle
• Prototyping
• End-user Development
• Application Software Packages, Software Services, and Outsourcing
• Mobile Application Development: Designing for a Multiscreen World
• Interactive Session: Technology: Systems Development Is Different for Mobile Apps
• Rapid Application Development for E-business
• 12-4 How Should Information Systems Projects Be Managed?
• Project Management Objectives
• Managing Project Risk and System-related Change
• Interactive Session: Organizations: Arup Moves Project Management to the Cloud
• 12-5 How Will MIS Help My Career?
• The Company
• Position Description
• Job Requirements
• Interview Questions
• Author Tips
• Review Summary
• Key Terms
• Review Questions
• Discussion Questions
• Hands-on MIS Projects
• Management Decision Problems
• Improving Decision Making: Using Database Software to Design a Customer System for Auto Sales
• Achieving Operational Excellence: Analyzing Website Design and Information Requirements
• Collaboration and Teamwork Project
• Business Problem-solving Case: Maersk’s TradeLens: Digitizing the Global Supply Chain
• Glossary
• Index