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www.downloadslide.net Management Information Systems Moving Business Forward Fourth Edition KELLY RAINER BRAD PRINCE HUGH WATSON with contributions by Alina M Chircu, Bentley University Marco Marabelli, Bentley University VICE PRESIDENT AND DIRECTOR DIRECTOR EXECUTIVE EDITOR ASSISTANT DEVELOPMENT EDITOR SENIOR CONTENT MANAGER SENIOR PRODUCTION EDITOR SENIOR MARKETING MANAGER ASSOCIATE PRODUCT DESIGNER SENIOR DESIGNER SENIOR PHOTO EDITOR COVER DESIGNER PRODUCTION MANAGEMENT SERVICES COVER CREDIT George Hoffman Veronica Visentin Darren Lalonde Emma Townsend-Merino Dorothy Sinclair Jane Lee Kaddu Chris DeJohn Wendy Ashenberg Maureen Eide Billy Ray Maureen Eide Thomson Digital Aleksandarvelasevic © Getty Images This book was set in Source Sans Pro 9.5/12.5 by Thomson Digital and printed and bound by Courier/ Kendallville This book is printed on acid free paper Founded in 1807, John Wiley & Sons, Inc., has been a valued source of knowledge and understanding for more than 200 years, helping people around the world meet their needs and fulfill their aspirations Our company is built on a foundation of principles that include responsibility to the communities we serve and where we live and work In 2008, we launched a Corporate Citizenship Initiative, a global effort to address the environmental, social, economic, and ethical challenges we face in our business Among the issues we are addressing are carbon impact, paper specifications and procurement, ethical conduct within our business and among our vendors, and community and charitable support For more information, please visit our Web site: www.wiley.com/go/citizenship Copyright © 2017 John Wiley & Sons, Inc All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923 (Web site: www.copyright.com) Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030-5774, (201) 748-6011, fax (201) 748-6008, or online at: www.wiley.com/go/permissions ISBN-13: 978-1-119-32109-5 The inside back cover will contain printing identification and country of origin if omitted from this page In addition, if the ISBN on the back cover differs from the ISBN on this page, the one on the back cover is correct Library of Congress Cataloging-in-Publication Data Names: Rainer, R Kelly, Jr., 1949Title: Management information systems / R Kelly Rainer, Jr., Brad Prince, Hugh Watson Description: Fourth edition | Hoboken, NJ : John Wiley & Sons, Inc., 2017 | Includes bibliographical references and index Identifiers: LCCN 2016034800 (print) | LCCN 2016035388 (ebook) | ISBN 9781118890486 (paperback : acid-free paper) | ISBN 9781118890431 (pdf) | ISBN 9781119321095 (epub) Subjects: LCSH: Management information systems Classification: LCC HD30.213 R35 2017 (print) | LCC HD30.213 (ebook) | DDC 658.4/038011 dc23 LC record available at https://lccn.loc.gov/2016034800 Printed in the United States of America 10 To The Student Dear Student, Why are you here? We are not asking you a philosophical ques­ tion—that is a different course We are asking, “Why are you about to spend an entire term learning about information sys­ tems? Why are you—an accounting major, or a marketing or management major—being required to study this topic?” You may be asking, “What’s in IT for me?” The short answer is that “IT’s About Business,” and the longer answer is the goal of this book Information systems are making the world a very small place and are contributing to rapidly increasing global competi­ tion As a result, organizations are constantly trying to find ways to gain a competitive advantage—by achieving operational excellence, developing new products and services, developing new business models, providing superb customer service, im­ proving decision making, and so on It should be obvious, then, that an introductory course in information systems is critically important for success in your chosen career Rapid advances in information systems mean that, as business students, change will be the only constant you will encounter in today’s dynamic digital business environment We wrote this book for business students of all majors who will soon become business professionals We have three goals in mind: To help you be immediately successful when you join your organization To help you understand the importance of information sys­ tems for individuals, organizations, and society as a whole To enable you to become informed users of your organiza­ tion’s information systems To accomplish these goals, we have tried to provide the essen­ tial, relevant knowledge that you need to understand to effec­ tively use information systems in your careers The way we propose to this is by keeping you actively involved in the material Every section of the chapters has an activity that asks you to something beyond just reading the textbook that will help you see why the content is useful for your future business career We hope you will enjoy this active approach and success­ fully complete the course with a richer understanding of what’s in IT for you KELLY RAINER, BRAD PRINCE, AND HUGH WATSON To The Instructor Dear Instructor, We are like you All of us who teach the introductory course in information systems realize that it is difficult for students to understand the importance and relevance of the topics in the course As a result, students often memorize the content just before the exam, and then forget it as soon as the exam is over We all want to engage students at a much deeper level We know that the best way to accomplish this objective is through hands-on active learning, leading to increased student engage­ ment in our course content Accordingly, active learning and student engagement are key principles of our new book We recognize the need to actively involve students in problem solving, creative thinking, and capitalizing on opportunities Every section of every chap­ ter includes extensive hands-on exercises, activities, and minicases End-of-chapter material also includes exercises that require students to use software application tools Through these activities, we enable students to understand how to something with the concepts they learn, such as meet business goals using information systems, configure products, and use spreadsheets and databases to facilitate problem solving The preface on the next page further outlines the goals, features, and support material provided with our new text We hope you will enjoy teaching with this approach! KELLY RAINER, BRAD PRINCE, AND HUGH WATSON Preface Chapter Organization Each chapter contains the following elements: • Chapter Outline: Lists the major concepts covered in each chapter • Learning Objectives: Provide an overview of the key learning goals that students should achieve after reading the chapter • Chapter-Opening Case: A short case that focuses on a small or start-up company that is using information systems to solve a business problem Cases in introductory informa­ tion systems textbooks typically involve very large organiza­ tions In contrast, our chapter-opening cases demonstrate that small and start-up companies also have business prob­ lems that they address using information systems Students will see that small firms usually have to be quite creative in building and implementing IS solutions, because they not have MIS departments or large budgets These small-busi­ ness cases also add an entrepreneurial flavor to each chapter for students who are planning to start their own businesses • Apply the Concept Activities: This book’s unique peda­ gogical structure is designed to keep students actively en­ gaged with the course material Reading material in each chapter subsection is immediately followed by an “Apply the Concept” activity that is directly related to a chapter objec­ tive These activities include links to online videos and arti­ cles and other hands-on activities that require students to immediately apply what they have learned Via WileyPLUS, instructors can assign a section of text along with an Apply the Concept activity Each Apply the Concept has the follow­ ing elements: • Background (places the activity in the context of relevant reading material) • Examples: Interspersed throughout the text, these high­ light the use (and misuse) of information systems by re­ al-world organizations, thereby illustrating the concepts dis­ cussed in the chapter • What’s in IT for Me?: A unique end-of-chapter summary that demonstrates the relevance of each key chapter topic to different functional areas, including accounting, finance, marketing, production/operations management, human resources management, and management information sys­ tems This cross-functional focus makes the book accessible for students from any major • Summary: Keyed to the Learning Objectives listed at the beginning of the chapter, the summary enables students to review major concepts covered • Discussion Questions and Problem-Solving Activities: Provide practice through active learning These exercises are hands-on opportunities to apply the concepts discussed in the chapter • Collaboration Exercises: Team exercises that require stu­ dents to take on different functional roles and collaborate to solve business problems using Google Drive These exercises allow students to get first-hand experience solving business problems using Cloud-based tools while also experiencing an authentic business team dynamic • Closing Cases: Each chapter concludes with two cases about business problems faced by actual companies and how they used IS to solve those issues The cases are broken down into three parts: a description of the problem, an over­ view of the IS solution implemented, and a presentation of the results of the implementation Each case is followed by discussion questions, so that students can further explore the concepts presented in the case • Deliverable (various tasks for students to complete as they perform the activity) • Spreadsheet Activity: Every chapter includes a hands-on spreadsheet project that requires students to practice their Excel skills within the context of the chapter material WileyPLUS Learning Space includes an Excel Lab Manual for stu­ dents who need introductory coverage or review • IT’s About Business: Short cases that demonstrate realworld applications of IT to business Each case is accompa­ nied by questions relating the case to concepts covered in the chapter Icons relate these boxes to the specific function­ al areas • Database Activity: Every chapter includes a hands-on da­ tabase project that requires students to practice their Access skills while using concepts learned in the chapter WileyPLUS Learning Space includes an Access Lab Manual for students who need introductory coverage or review • IT’s Personal: Sprinkled throughout the chapters, these short vignettes explain the relevance of MIS concepts to stu­ dents’ daily lives • Internship Activity: Every chapter includes an Internship Activity which presents a business problem found in one of four recurring industries (healthcare, banking, manufactur­ ing, and retail.) STUDENTS are directed to various software demos that provide useful tools for addressing the business problem Then the students must act as interns and apply • Activity (a hands-on activity that students carry out) • Before You Go On: End-of-section reviews prompt stu­ dents to pause and test their understanding of concepts be­ fore moving on to the next section viii P REFACE the concepts they learned in the chapter to provide a solu­ tion to the business problem of lessons that can be learned from such failures Misuse of in­ formation systems can be very expensive • Glossary: A study tool that highlights vocabulary within the chapters and facilitates studying Global Focus An understanding of global competition, Key Features partnerships, and trading is essential to success in a modern business environment Therefore, we provide a broad selec­ tion of international cases and examples We discuss the role of information systems in facilitating export and import, the management of international companies, and electronic trad­ ing around the globe Student Engagement As discussed in the note addressed to instructors at the beginning of this preface, one of the chief goals of this text is to engage students at a level beyond recog­ nition of key terms We believe the best way to achieve this goal is through hands-on, active learning that will lead to increased student engagement with the course and its content Accordingly, every section of every chapter provides re­ sources that actively involve students in problem solving, crea­ tive thinking, and capitalizing on opportunities Every chapter includes extensive hands-on exercises, activities, and minicases, including exercises that require students to solve busi­ ness problems using Excel and Access Cross-Functional Approach We emphasize the importance of information systems by calling attention in every chapter to how that chapter’s topic relates to each business major Icons guide students to relevant issues for their specific functional area—accounting (ACC), fi nance (FIN), marketing (MKT), pro­ duction operations management (POM), human resources man­ agement (HRM), and management information systems (MIS) Chapters conclude with a detailed summary (entitled “What’s in IT for Me?”) of how key concepts in the chapter relate to each functional area ACCT FIN MKT POM HRM MIS Diversified and Unique Examples from Different In­ dustries Extensive use of vivid examples from large corpo­ rations, small businesses, and government and not-for-profit organizations enlivens the concepts from the chapter Th e ex­ amples illustrate everything from the capabilities of informa­ tion systems, to their cost and justification and the innovative ways that corporations are using IS in their operations Small businesses have been included in recognition of the fact that many students will work for small-to mid-sized companies, and some will even start their own small business In fact, some students may already be working at local businesses, and the concepts they are learning in class can be readily observed or put into practice in their part-time jobs Each chapter constant­ ly highlights the integral connection between business and IS This connection is especially evident in the chapter-opening and closing cases, the “IT’s About Business” boxes, and the highlighted examples Innovation and Creativity In today’s rapidly changing business environment, creativity and innovation are necessary for a business to operate effectively and profitably Throughout our book, we demonstrate how information systems facilitate these processes Focus on Ethics With corporate scandals appearing in the headlines almost daily, ethics and ethical questions have come to the forefront of business people’s minds In addition to de­ voting an entire chapter to ethics and privacy (Chapter 6), we have included examples and cases throughout the text that fo­ cus on business ethics A Guide to Icons in This Book As you read this book, you will notice a variety of icons inter­ spersed throughout the chapters These icons highlight material relating to different functional areas MIS concepts are relevant to all business ca­ reers, not just careers in IT The functional area icons help stu­ dents of different majors quickly pick out concepts and exam­ ples of particular relevance to them Below is a quick reference of these icons ACCT For the Accounting Major highlights content rele­ vant to the functional area of accounting FIN For the Finance Major highlights content relevant to the functional area of finance MKT For the Marketing Major highlights content rele­ vant to the functional area of marketing POM For the Production/Operations Management Major highlights content relevant to the functional area of production/operations management HRM For the Human Resources Major highlights con­ tent relevant to the functional area of human resources Successes and Failures Many textbooks present examples of the successful implementation of information systems, and our book is no exception However, we go one step beyond by also providing numerous examples of IS failures, in the context MIS For the MIS Major highlights content relevant to the functional area of MIS P R EFACE What’s New in the Fourth Edition? Content changes include: • Chapter 5: Completely rewritten chapter on Business Analyt­ ics Chapter provides a visual overview of the Analytics pro­ cess (Figure 5.3), and extensive coverage of descriptive ana­ lytics, predictive analytics, and prescriptive analytics • Plug IT In 5: Completely rewritten Plug IT In on Artificial In­ telligence This Plug In differentiates between weak AI and strong AI and then addresses AI technologies such as expert systems, machine learning, deep learning, and neural net­ works The Plug In continues with a discussion of AI applica­ tions, including machine vision, natural language process­ ing, robotics, speech recognition, and intelligent agents • Chapter contains expanded coverage of Big Data • Plug IT In provides expanded coverage of business processes • All new or updated IT’s About Business, chapter-opening and closing cases, and examples • Pedagogical changes include: • Revised and streamlined “Apply the Concept” activities now relate directly to chapter objectives • New “Internship Activities” replace the Ruby’s Club ac­ tivities from previous editions Each Internship Activity includes a software demo that requires students to apply new tools to business problems • Revised “Collaboration Exercises” now each require use of Google Drive • Revised and streamlined database and spreadsheet ex­ ercises for every chapter These include references to les­ sons in the WileyPLUS lab manual for students who need instruction or review Online Resources www.wiley.com/college/rainer Our book also facilitates the teaching of an Introduction to Information Systems course by providing extensive support materials for instructors and students Visit www.wiley.com/ college/rainer to access the Student and Instructor Companion Sites Instructor’s Manual The Instructor’s Manual includes a chapter overview, teaching tips and strategies, answers to all end-of-chapter questions, supplemental mini-cases with essay questions and answers, and experiential exercises that relate to particular topics It also includes answers and solutions to all spreadsheet and database activities, along with a guide to teaching these exercises, and links to the separate Excel and Ac­ cess starter and solutions files Test Bank The test bank is a comprehensive resource for test questions Each chapter contains multiple choice, true/false, ix short answer, and essay questions In addition, each chapter includes “Apply Your Knowledge” questions that require more creative thought to answer Each multiple choice and true/false question is labeled to indicate its level of difficulty: easy, medi­ um, or hard The test bank is available for use in Respondus’ easy-to­ use software Respondus® is a powerful tool for creating and managing exams that can be printed or published directly to Blackboard, WebCT, Desire2Learn, eCollege, ANGEL, and other learning systems For more information on Respondus® and the Respondus Test Bank Network, please visit www.respondus com Reading Quizzes These multiple choice conceptual ques­ tions can be used by instructors to evaluate a student’s under­ standing of the reading They are available in Respondus, the WileyPLUS course, and the Book Companion Site PowerPoint Presentations The PowerPoint Presentations consist of a series of slides for each chapter The slides are de­ signed around each chapter’s content, incorporating key points from the chapter and chapter illustrations as appropriate, as well as real-life examples from the Web Image Library All textbook figures are available for down­ load from the Web site These figures can easily be added to PowerPoint presentations Weekly Updates (http://wileyinformationsystemsupdates com) Weekly updates, harvested from around the Internet by David Firth of the University of Montana, provide you with the latest IT news and issues These are posted every Monday morning throughout the year at http://wileyinformationsystemsupdates com/ They include links to current articles and videos as well as discussion questions to assign or use in class OfficeGrader Office GraderTM is an Access-Based VBA Macro that enables automatic grading of Office assignments The macros compare Office files and grade them against a master file OfficeGraderTM is available for Word, Access, Excel, and Pow­ erPoint for Office 2010 and 2013 For more information, contact your Wiley sales representative or visit http://www.wiley.com /college/sc/office2013/officegrader.html WileyPLUS Learning Space WileyPLUS Learning Space is an easy way for students to learn, collaborate, and grow With WileyPLUS Learning Space, stu­ dents create a personalized study plan, assess progress along the way, and make deeper connections as they interact with the course material and each other Through a combination of dynamic course materials and visual reports, this collaborative learning environment gives you and your students immediate www.downloadslide.net C o m p u te r- B as e d A c t i o ns to P ro te c t Yo u r I nfo r m at io n Asset s page and choose days on the calendar to see every search you have made since you created your Google account Click on the Remove Items button Remember, however, that even after you remove items from your computer, logs and backups will still exist on Google’s serv­ ers To prevent Google from collecting this information in the future, select items such as “Web,” “Images,” and “News” about which you not want data collected, and then press the “Pause” button Preparing for Personal Disasters Disasters are not limited to businesses You can experience disasters at home, such as fires and floods Therefore, you should take certain steps to protect your information assets, whether they are stored on your computer (digital form) or in another form (hard copy) First and fore­ most, you should have a safety deposit box at your bank for your important papers You should also have a fireproof safe at home where you can store other important papers You should make a regular backup of your key files and keep these backups in the safe as well You might also want to encrypt your backup files if they contain sensitive information Both Windows and Mac have fairly easy processes for restoring backup files Mac comput­ ers use a built-in program called Time Machine; in Windows this program is named System Restore It is important to have a backup of your files in the event that you need to restore them Several third-party companies offer external backup drives that include their own backup and restore systems Before you purchase one, make certain it is compatible with the operating system you are using In recent years, the cloud (see Plug IT In 4) has also become a viable backup alternative You not necessarily need to back up your entire computer; rather, you might want to save only your important documents Dropbox.com, Box.com, Google Drive, Apple’s iCloud, Microsoft SkyDrive, and many other companies offer substantial cloud storage space where you can back up photos, videos, and other important files Wireless Security Many home users have implemented a wireless local area network (LAN) The security consid­ erations for wireless networks are greater than those for wired networks The reason for this is simple If you are wirelessly computing and communicating, then you are broadcasting, and therefore, by definition, you are nonsecure The most common reason for intruders to connect to a nonsecure wireless network is to gain access to the Internet Intruders might also connect in order to use your network as a base for spamming or for other unethical or illegal activities Finally, they may so to gain access to your sensitive personal information Unfortunately, recent studies have indicated that three-fourths of all home wireless users have not activated any security features to protect their information Unless you take the steps we discuss here, your information assets are extremely vulnerable Hide Your Service Set Identifier (SSID) Your wireless router, which connects your home network with your ISP, comes with a default SSID that is the same for thousands or millions of routers made by the manufacturer Therefore, an attacker can search for wireless networks by looking for a relatively small number of default SSIDs For this reason, you should (1) change your default SSID to a unique SSID and (2) configure your wireless home network to stop broad­ casting the SSID A step-by-step guide to perform these security measures is available online: Simply search “about.com change default SSID.” Use Encryption To avoid broadcasting in the clear, you must use encryption with your wireless home network Wireless equivalent protocol (WEP) is an old protocol that is now very easy to crack and therefore should not be used Instead, you should use Wi-Fi Protected Access (WPA2), which is the second generation of WPA WPA2 is much stronger than WEP and will pro­ tect your encryption against attackers (Note: Your wireless router must support WPA2 Other­ wise, use WPA rather than WEP.) In addition, you should use a strong passphrase of at least 20 501 www.downloadslide.net 502 PI7 Protecting Your Information Assets random characters on your router (Chapter provides specific instructions for creating strong passphrases.) Filter Out Media Access Control (MAC) Addresses Every piece of networking hard­ ware has a unique identification number called a media access control (MAC) address that looks like this: 00-00-00-00-00-00 (This MAC address is only an example.) You should compile the MAC address of all computers on your home wireless network Then, instruct your router to connect only with those computers, and deny access to all other computers that attempt to connect with your network Limit Internet Protocol (IP) Addresses You should instruct your router to allow only a certain number of IP addresses to connect to your network Ideally, the number of IP addresses will be the same as the number of computers on your network Sniff Out Intruders A variety of wireless intrusion detection systems will monitor your wire­ less network for intruders, alert you when intruders are on your network, display their IP ad­ dresses and their activity, and even inform them that you know that they are there Commercial products include the IBM Internet Security Systems (www.ibm.com) wireless scanner and AirSnare which is a free wireless intrusion detection system Using a Public Hotspot When you travel, keep in mind that most public wireless providers and hotspots employ no security measures at all As a result, everything you send and receive is in the clear and is not encrypted Many intruders go to public hotspots specifically to listen in on the wireless computing and communications taking place there If you must compute wire­ lessly at a public hotspot, you should take several precautions before you connect • Use virtual private networking (VPN) technology to connect to your organization’s network (discussed in Chapter 7) • Use Remote Desktop to connect to a computer that is running at your home • Configure the Windows firewall to be “on with no exceptions.” • Only use Web sites that use secure sockets layer (SSL) for any financial or personal transactions Test Your Wireless Network After you have finished all of the necessary steps to protect your wireless home network, it is a good idea to test the network for vulnerabilities A free Wi-Fi vulnerability scanner has been created by eEye and is available for download (just search “eEye download” for the link) This tool scans your vicinity looking for wireless devices to test When you run it, it generates a detailed report that outlines all of the security problems it finds Wireless Security Software For extra security, you can purchase wireless security pro­ grams Trend Micro (www.trendmicro.com) has added Wi-Fi Intrusion Detection to PC-cillin, which also includes a personal firewall, antivirus software, and antispyware software The software warns you when an unknown user tries to access your wireless network Zonelabs (www.zonealarm.com) has a product called ZoneAlarm Wireless Security that automatically detects wireless networks and helps secure them McAfee (www.mcafee.com) provides a free scan to check the security of the wireless net­ work connection that you are using The scan works only with Internet Explorer Go to www mcafee.com, click the section for home users, and look under Free Services for McAfee Wi-Fi scan Mobile Security In recent years, technology has created a highly mobile computing market that previously was almost unimaginable Several basic features of modern information technologies made these innovations possible First, computer processors have become physically smaller and www.downloadslide.net C o m p u te r- B as e d A c t i o ns to P ro te c t Yo u r I nfo r m at io n Asset s computationally more powerful, thus enabling small devices to operate at amazing speeds Second, computer memory has become physically smaller while dramatically expanding its capacity Consequently, small computers can now store and manipulate massive amounts of data Third, the rise in high-speed Internet access over multiple channels (cellular and Wi-Fi) allows for near ubiquitous connectivity and distributed processing (cloud computing) Finally, input methodologies have migrated to touch screens As a result, smaller and lighter devices now have larger useful screens Together, these factors have created the rapidly expanding mobile smartphone/tablet market Today, that market is dominated by two operating systems: Apple’s iOS and Google’s Android As with all new technologies, issues have arisen concerning how people utilize and secure (or don’t secure) their mobile devices Below we discuss some general principles that apply to securing all mobile devices Mobile Best Practices There are a few habits you should develop no matter what mobile device you are using First, always use a strong password Your e-mail, contacts, photos, billing information, and other personal data are stored on your mobile device, and a strong password can help protect your information A strong password is one that is longer and more difficult to crack than the simple four-digit password that some devices allow Your settings will allow you to create a password that is much more difficult to figure out Avoid using common words, names (including your name!), birthdays, and other information that is easy to guess In addition, you should keep an encrypted backup all of the information on your device Most of us use our devices to store pictures, music, videos, contacts, files, e-mails, text mes­ sages, calendars, and account information With so much personal information, it is impera­ tive that you regularly back it up Fortunately, you have quite a few choices here If you have an Apple iOS device, your backup will either remain on your personal computer or in iCloud (Apple’s proprietary cloud product) Both methods are acceptable, and users have different reasons for choosing one over the other The local backup keeps a complete copy of your data on your computer, which it can restore to your device The iCloud backup maintains informa­ tion about settings and apps, but this information has to be re-downloaded from the app store In contrast to iOS, Android devices not offer a built-in backup system However, there are several apps on the market that perform this task for you Various apps will back up your photos, text messages, settings, and other key data MyBackup Pro (www.rerware.com/ Android-Backup/) will keep a complete backup of everything Also, make use of the auto-lock feature on your device We all lay down our devices momentarily, and sometimes they are still on and unlocked Therefore, you want your device to lock itself as quickly as possible so that an unauthorized user cannot gain access to your information Currently, mobile devices allow only one user account Therefore, a device should be used only by the individual whose account is on the device Perhaps one day you will be able to create multiple user accounts on mobile devices Until then, not share or loan any personal device that contains your personal information If you have an unused device that you loan, make certain to restore it to factory settings so that none of your personal information is still on the device when the borrower uses it Today, most smartphones have a global positioning system (GPS) chip to receive location signals from the GPS satellites (Recall our discussion of GPS in Chapter 10.) This information was originally intended exclusively for navigation purposes Today, however, many apps use your position to offer location-based advertising, tags within social apps, and other commer­ cial purposes To prevent every app you download from sharing your location, access your pri­ vacy settings, and select the apps you want to share this information with As with your computers, you should keep your operating systems updated All smartphones have a feature to autodownload and install recent apps and security features Although you may want to wait a day or two to see if there are problems with the latest update, in general you want to update your mobile device as soon as possible Many updates offer critical patches to vulnerabilities of the operating systems that hackers could exploit Be careful with the apps you download Both Apple and Google offer virtual stores for you to find and purchase apps, but the clearing procedure is not the same with each system Apple 503 www.downloadslide.net 504 PI7 Protecting Your Information Assets reviews and clears each app before allowing it to be posted on its store In contrast, Google’s Android system allows users to download apps from any Web site and install them To be safe, follow these tips: • Download only from a reputable app store such as Google Play or Amazon Appstore where you can read user reviews Typically, if people have experienced problems with a particular app, it will be obvious in the ratings • Do not download apps that not have ratings! • Download only official apps Unfortunately, it is fairly easy to create a fraudulent app that appears to be from a legitimate company In addition to using a reputable store and read­ ing reviews, try to determine who developed and owns the app before you download it • Use an antivirus program such as Lookout Mobile Security (www.lookout.com), Symantec (www.symantec.com/mobility), or AVG (www.avg.com/us-en/for-mobile) Before you go on . .  Describe two actions you should take to prevent malware infections Describe two actions you should take to protect the information on your mobile devices Describe two actions that you can take to protect your privacy Describe two mobile best practices for information security Apply the Concept PI7.3 LEARNING OBJECTIVE PI7.3 STEP 1: Background Computer-based actions are vital to computer security Significantly, all of these actions begin with the decision to protect your information assets A vast array of tools is available to help you protect your information Try to become familiar with these tools, many of which are presented in this chapter It Works” link at the top of the page You will see that this simple tool makes it easy for you to be more aware of the security level of the sites you are visiting Download and install this tool, and browse the Web for 30 minutes or so Visit the sites you routinely go to, and write down the security rating McAfee gives each one Does this activity make you want to change any of your browsing behaviors? STEP 3: Deliverable STEP 2: Activity Visit http://www.wiley.com/go/rainer/MIS4e/applytheconcept, and click on the link provided for PI7.3 This link will take you to a McAfee product Web site called “Site Advisor.” Look for the “How Considering what you learned in Step 2, identify at least five computer-based actions you can take to protect your information assets Submit those actions to your instructor in a Word document Summary Explain why it is critical that you protect your information assets We live in a digital world Unfortunately, every time we use our comput­ ers or access the Internet, we risk exposing both professional and personal information to people looking to steal or exploit that information It is your responsibility to protect yourself in our hostile digital environment Pro­ tecting yourself is becoming even more critical because organized crime is increasingly turning its attention to home users As businesses improve their information security, consumers become the next logical target www.downloadslide.net Summary Identify the various behavioral actions you can take to protect your information assets • Manage patches • Do not provide personal information to strangers in any format (physi­ cal, verbal, or electronic) • Use a laptop security system • Protect your Social Security number • Use credit cards with your picture on them • Do not sign the back of your credit cards Instead, write “Photo ID Required.” • Pay very close attention to your credit card billing cycles • Limit your use of debit cards • Do not use a personal mailbox at your home for anything other than cat­ alogs and magazines 505 • Use a browser other than Internet Explorer • Use two-factor authentication • Use encryption • Use laptop-tracing tools or device reset/remote kill tools • Look for new and unusual files • Detect fake Web sites • Use strong passwords • Surf the Web anonymously • E-mail anonymously • Use a cross-cut, or confetti, shredder • Adjust the privacy settings on your computer • Sign up with a company that provides proactive protection of your per­ sonal information • Erase your Google search history • Personal disaster preparation: back up, back up, back up! • Wireless security Identify the various computer-based actions you can take to protect your information assets • Identify the Internet sites that anyone who used your computer visited • Never post personal information about yourself or your family in chat rooms or on social networking sites Use the privacy features provided by social networking sites to limit public access to your profile – Hide your service set identifier (SSID) – Use encryption – Filter out media access control (MAC) addresses – Limit IP addresses – Sniff out intruders • Never open unrequested attachments to e-mail files, even from people you know and trust – Change the default administrator password on your wireless router to something not easily guessed • Never open attachments or Web links in e-mails from people you not know – Use VPN technology to connect to your organization’s network • Never accept files transferred to you during Internet chat or instant mes­ saging sessions – Use Remote Desktop to connect to a computer that is running at your home – Configure Windows firewall to be “on with no exceptions.” • Never download any files or software over the Internet from Web sites that you not know – Visit only those Web sites that use SSL for any financial or personal transactions • Never download files or software that you have not requested – Use wireless security programs • Test your system • Mobile security • Run free malware scans on your computer – Use a strong password • Install an anti-malware product on your computer, and use it (ideally at least once per week) – Keep an encrypted backup • Install a firewall on your computer • Install an antispyware product on your computer • Install monitoring software on your computer • Install content-filtering software on your computer – Use your device’s auto-lock feature – Do not share your device – Be careful with whom you share your location – Keep your operating system updated – Use caution with the apps you download • Install antispam software on your computer • Install proactive intrusion detection and prevention software on your computer Discussion Questions Why is it so important for you to protect your information assets? Can you assume that your organization’s MIS department will it for you? Discuss the differences between behavioral actions that you should take and computer-based actions that you should take www.downloadslide.net 506 PI7 Protecting Your Information Assets Problem-Solving Activities Using one product suggested in this Plug IT In or a product you find, the following: • Test or scan your computer for malware • Test your firewall • Scan your computer for spyware Follow the steps in this Plug IT In to see if you have a Trojan horse on your computer www.downloadslide.net Index A AAFES, 139 Accenture, 380, 487 access controls, 193 accessibility issues, 160 accessing information, 295 accountability, 158 accounting and finance information systems, 310–311 accuracy issues, 160 Acxiom, 164 Advanced Research Project Agency (ARPA), 103 adware, 187 affinity portal, 109 agile development, 388 agriculture industry, 19 Airbnb, 221 alien soft ware, 187 alignment, business-information technology, 49, 50 Amazon, 225 Amazon.com, 248 Amazon Elastic Compute Cloud, 446 Amazon Web Services, 446 American Civil Liberties Union (ACLU), 164 American Express’s ExpressPay, 292 Android Pay, 292 anti-malware software, 498 anti-malware systems, 196 antivirus, 196 Apple iPad tablet, 413 Apple Pay, 253, 292 Apple Watch, 292 application (or app), 12 application acquisition application acquisition and, 376–377 application service providers and, 378 custom development and, 380–381 lease and, 377–378 open-source software, 379–380 outsourcing, 380 soft ware-as-a-service (SaaS), 378 application portfolio, 372, 374 application program, 12 application service providers, 378 arithmetic logic unit (ALU), 417 artificial intelligence (AI), 464–466 advancements in chip technology, 465 applications, 470–474 big data, 466 hypothetical, 464 improved algorithms, 466 internet and cloud computing, 466 technologies, 466–470 deep learning, 468–469 expert systems (ESs), 467 machine learning, 467–468 neural networks, 469–470 vs natural intelligence, 465 asymmetric encryption, 197 asynchronous collaboration, 113 AT&T, 92, 105, 253, 288, 289, 290, 456, 497 attribute, 64 attributes, 433 auction, 250 auditing around computer, 200, 311 auditors, 200 audits, 200 augmented reality, 413 authentication, 193 mechanism, 193 authorization, 193 automobile industry, 19 automobile insurance companies, 167 automobile manufacturers, 35 B bandwidth, 8, 94, 95, 98, 106, 285, 286, 288, 291, 454 Bank of America, 490 bank statements, 490 banners, 258 Barnes & Noble, 286 batch processing, 309 baxter, 24 Baymax, 34 Beachhead Solutions, 498 behavioral actions, 488 behavioral feasibility, 385 Best Buy, 260 big data, 66 characteristics, 68 defining, 67–68 issues with, 68–69 managing, 69 usages, 70–74 Binary form, 418 biometrics, 193, 194 Bit, 418 Bitcoin, 253 Bla Bla Car, 223 blacklisting, 197 Blippy, 226 blogosphere, 214 blogs, 60, 167, 213, 230 Bloomberg terminal, 148 Bluetooth, 252, 284 Blu-ray disk, 421 book industry, 18 breakeven analysis, 375 brick-and-mortar organizations, 248 British Petroleum, 226 broadband, 91, 95, 111, 112, 126, 275, 287, 289, 361 broadcast media, 98 broadcast transmission, 281 browser, 252 browser history, 492 bullwhip effect, 359 business analytics (BA), 128, 133 process, 134 scope of, 135 business case approach, 375 business continuity plan, 199 business–customer relationship, 335 business environment, 35 business intelligence (BI), 129 systems, 15 business-IT alignment, 49 business managers, objectives, 49 business models, 222 business pressures, 36 organizational responses to, 40–43 business processes, 41, 398–404 cross-functional processes, 399–401 ERP support, 322–326 e-ticket, 400, 401 examples of, 399 fulfillment process, 400 fundamental elements, 398 improvement, 404–407 information systems, 401–404 capturing/storing process data, 403 executing, the process, 402–403 monitoring process performance, 403–404 procurement process, 400 business process improvement (BPI), 405 business process management (BPM), 404–407, 406 process modeling, 407 business process reengineering (BPR), 404–407, 405 business rules, 433 business-to-business (B2B) electronic com­ merce, 103 buy-side marketplaces, 261 electronic exchanges, 262 sell-side marketplaces, 261 business-to-consumer (B2C) electronic com­ merce, 14, 254, 255 Business-to-employee (B2E) electronic, 247, 248, 249 buyer agent, 473 Buzzillions, 225 Byte, 418 C cable media, 98 cable modems, 98 Cache memory, 419 call center, 339 campaign management, 340–341 CAPTCHA, 187 carbon management, 38 CardCops, 490, 491 Cardinality, 433 symbols, 433 cellular technology, 288 cellular telephones (cell phones), 288 see also smartphones central processing units (CPUs), 34, 469 CERN, 469 certificate authority, 197 channel conflict, 258 chief executive officer (CEO), 5, 166 chief financial officer (CFO), chief information officers (CIOs), 5, 166, 423, 445 ChoicePoint, 164 CIO Economic Impact survey, 453 clearinghouse, 252 clicks-and-mortar organizations, 248 www.downloadslide.net 508 I NDEX clickstream data, 60 client/server computing, 101 cloud computing, 442 benefits of, 453–455 money saving, 454 organizational flexibility and competitive­ ness, 455 positive impact on employees, 454 characteristics, 443–446 characteristics of grid computing, 443 concerns and risks, 455–458 criminal use of, 458 legacy IT systems, 456 privacy, 456 regulatory and legal environment, 457–458 reliability, 456 security, 457 defines, 441 different types of, 447 hybrid cloud, 448–449 private cloud, 448 public cloud, 447–448 vertical clouds, 449 legacy spaghetti, 456 often occurs on virtualized servers, 444 on-demand self-service, 443 overview of, 441–443 pools computing resources, 444 utilize broad network access, 444 cloud computing services, 449–453 infrastructure-as-a-service, 450 infrastructure-as-a-service model, 450–451 on-premise soft ware, 450 platform-as-a-service, 450 platform-as-a-service model, 451 software-as-a-service, 452 CloudVelox, 449 coaxial cable, 99 Code Division Multiple Access (CDMA), 288 cold site, 199 collaboration, 113 collaborative consumption, 221, 222 market, 222 commercial (public) portal, 109 common good approach, 157 communicating devices, 275 communications channel, 98 communications controls, 196 Compact disk read-only memory (CD-ROM) storage devices, 421 competitive advantage, 34, 48, 49 competitive forces model and, 44–47 strategies for, 48–49 value chain model and, 47–48 competitive forces model (Porter) customer bargaining power and, 45 existing firm rivalry and, 46 new competitors and, 45 substitute products or services threat and, 46 supplier bargaining power and, 45 competitive intelligence, 183 competitive strategy, 44 computer actions, to prevent malware infections, 494 install a firewall on your computer, 495 install an antispyware product on your computer, 496 install antispam software on your computer, 496, 497 install a security suite on your computer, 494 install content-filtering software on your computer, 496 install monitoring software on your comput­ er, 496 manage patches, 497 test your system, 494 use a browser other than internet explorer, 497 use an operating system other than win­ dows, 497 computer-aided software engineering (CASE), 390 computer-assisted design (CAD), 13 computer-assisted manufacturing (CAM), 13 computer-based actions, 488 computer-based decision support, 131 computer-based information system (CBIS), 3, 9, 10, 12–17 see also information systems (IS) computer-integrated manufacturing (CIM), 312–313 computerized decision analysis computer support for structured decisions and, 132 decision matrix and, 132 nature of decisions and, 132 problem structure and, 131–132 computer networks, 93 see also virtual private networks (VPNs) computers, 275 computer system, infected with, 493 configurators, 340 connectivity, 433 contact management system, 340 continuous application development, 380 control and auditing, 311 auditing, 311 budgetary control, 311 financial ratio analysis, 311 controls, 191 conversational marketing, 225, 230 cookies, 187 copyrigh, 266 core business, 44 core developers, 424 corporate portal, 109 cost leadership strategy, 48 cost reduction, 405 country-code top-level domains (ccTLD), 105 Craigslist, 221, 228 credit cards, 490 billing cycles, 490 bills online, 490 statements, 490 credit files, 491 critical behavioral action, 490 CRM strategy vs.CRM systems, 334 cross-departmental process, 322 order fulfillment, 322, 323 procurement, 322, 323 production, 322, 324 cross-functional business processes, 399 crowdsourcing, 115 CubeSat, 280 customer churn, 178, 334 customer-facing CRM applications, 338–341 customer interaction centers (CIC), 338 customer intimacy, 164, 334 customer orientation strategy, 49 customer relationship management (CRM), 232, 326, 333–337, 335, 378 high-end, 335 low-end, 335 other types, 343–345 mobile, 344 on-demand, 343 open-source, 344 real-time CRM, 345 social CRM, 344 customer satisfaction, 404 customer service and support, 338–339 customer-touching CRM applications, 341–342 customer touch points, 335, 336 actual physical interactions, 335 communications via smartphones, 335 direct mailings, 335 e-mail, 335 telephone contact, 335 web sites, 335 cyberbanking, 256 cybercrime, 179 cybermalls, 256 cybersquatting, 265 cyberterrorism, 178, 188 cyberwarfare, 178, 188 Cycle/fulfillment time reduction, 405 D dashboards, 146 capabilities of, 147 sample performance, 147 data aggregators, 164 database, 10 see also database management system (DBMS) approach, 62, 63 database design, 59 data hierarchy, 63 database management system (DBMS), 64 data consolidation, 337 data dictionary, 433 data encryption, 498 data exhaust, 221 data file, 62 data governance, 61 data hierarchy, 63, 64 data integration, 79 data items, data management data governance and, 61 data marts, 75 data mining, 138 data model, 64 data reduction, 141 data storage, 79–80 data transfer, 169 data visualization, 146 data warehouses, 75 benefits and limitations of, 81 characteristics of, 75–76 data integration and, 79 data quality and, 80 data storage and, 79–80 governance and, 80 metadata and, 80 source systems and, 76–79 users and, 80–81 debit card, 252 www.downloadslide.net Index debugging, 386 decision, 130 decisional roles, 130 decision making, 130, 131 decision support framework, 132 decision support systems (DSSs), 139 defense-in-depth, 191 define, measure, analyze, improve, and control (DMAIC), 405 deliberate threats, 183 deliverable, 360, 364, 385 Dell Boomi AtomSphere, 451 Dell Computer, 232 demand forecast, 359 demilitarized zone (DMZ), 196 departmental information system, 12 desktop computers, 116 differentiation strategy, 49 digital certificate, 198 digital dashboards, 16 digital divide, 38 digital dossier, 163 digital manufacturing, 313 digital video disk (DVD), 421 digital wallets, 252 direct conversion, 386 disaster recovery (DR) facility, 448 disintermediation, 256 Disney animation, 33 distance learning, 117 distribution portals, 364 Domain Names, 265 domain name system (DNS), 105 drones, 25 DSL modems, 98 dumb cards, 193 Dumb terminals, 442 dumpster diving, 184 E eBay, 468 e-collaboration, 113 economic feasibility, 384 economic model, 223 EDEN system, 299 education, 20 e-government, 249 e-learning, 117, 118 electromagnetic waves, 275 electronic banking, 256 electronic business (e-business), 43, 248 degree of digitization, 248 ethical and legal issues, 264 electronic cards, 251 electronic chat rooms, 111 electronic checks (e-checks), 251 electronic clearinghouses, 251 electronic commerce (EC or e-commerce), 14, 43, 245, 248 see also business-to-busi­ ness (B2B) electronic commerce; business-to-consumer (B2C) electronic commerce applications, 246 benefits, 253 business models, 250 companies utilize the Internet to, 246 impact of, 246 legal and ethical issues specific to, 264–265 limitations, 253 mechanisms, 249–251 types, 248–249 electronic credit cards, 251 working, 252 electronic CRM (e-CRM) applications, 341–342 customized products and services, 341 e-mail and automated response, 341 frequently asked questions (FAQs), 341 loyalty programs, 342 personalized web pages, 341 rewards programs, 342 search and comparison capabilities, 341 technical and other information and services, 341 electronic malls, 251, 256 electronic marketplace (e-marketplace), 251 electronic payment mechanisms, 251 electronic retailing (e-tailing), 255 electronic shopping cart, 256 electronic storefronts, 251, 255 electronic surveillance, 164–166 e-mails, 166, 489 server, 424 e-mall, 256 employee monitoring systems, 199 empowered customers, 233 EMV cards, 292 EMV-compatible, 292 encryption, 197 end-user development, 384, 389 Enlitic, 471 enterprise application integration (EAI) system, 322 enterprise computing, 442 enterprise networks, 96 enterprise resource planning (ERP), 307, 312, 316–322 benefits and limitation, 318–320 decision support, 318 organizational flexibility and agility, 318 quality and efficiency, 318 ERP II systems, 317–318, 318 implementation, 320–322 on-premise, 320–321 software-as-a-service, 321–322 integrated processes, 325 enterprise social networks, 218 entity–relationship (ER) diagram, 432 entity–relationship modeling, 432–435 entry barrier, 45 Epinions, 225 Equifax, 491 ergonomic products protect computer users, 22 ERP modules, 319 espionage, 183 e-tailing, 258 ethernet, 100 ethical frameworks, 157 steps, 157–158 ethical issues, 157 framework for, 162 and informatiom technology, 40 ethics, 157 in corporate environment, 157 and information technology, 160 e-ticket, 400 Etsy, 228 European Community Commission (ECC) guidelines, 169 509 European Directive on Data Protection, 169 European Union (EU), 169 Evolution-Data Optimized (EV-DO) technology, 288 Exabyte, 419 Excel, 137–138 executive dashboards, 16 Experian, 491 expert ratings and reviews, 225 expert systems (ES), 16 explicit knowledge, 82 exposure, 178 extensible markup language (XML), 459 extract, transform, and load (ETL), 134 extranet, 103 F Facebook, 165, 221, 468 for market research, 231 Facebook’s Moments app, 471 facilities design and management, 38 fairness approach, 157 fake web sites, detection, 499 fashion industry, 20 Fast Identity Online (FIDO) Alliance, 194 fat client, 413 feasibility study, 384 Federal Information Security Management Act (FISMA), 457 Federal Trade Commission (FTC), 169, 491 Fair Information Practices Standard, 169 FedEx, 248, 299 fiber-optic cable, 99 fiber-optic cable service, 105 fifth generation (5G) cellular networks, 289 file-sharing service Dropbox, 456 financial planning and budgeting budgeting, 310 financial and economic forecasting, 310 financial services, 294 financial services industry, 19 financial transactions management, 310–311 expense management automation, 311 global stock exchanges, 310 multiple currencies management, 310 virtual close, 311 fingerprints, 194, 498 firewall, 196, 196 firm’s transaction processing systems, 307 first generation (1G) cellular networks, 288 fixed disk drives, 420, 421 flash memory devices, 421 Flipsy, 228 FLOOW2, 223 folksonomies, 212 footprint satellite, 280 foreign key, 431 foreign languages, Internet and, 108 forward auctions, 250 Fotolia, 228 fourth generation (4G) cellular networks, 289 fraud, on internet, 265 fulfillment process departments and documents flow, 324 functional area information systems (FAIS), 12, 309, 315 supported activities, 314 functional exchanges, 262 www.downloadslide.net 510 I NDEX G GaMmD, 195 Gartner, 407 G2C electronic commerce, 249 general behavioral actions, 489 General Services Administration (GSA), 454 generic supply chain, 355 generic top-level domains (gTLD), 106 geocoding, 149 geographic information system (GIS), 149 GEO satellites, 281 limitation of, 281 geostationary-earth-orbit satellites orbit, 281 geotagging, 212 Gigabyte (GB), 419 Gilt Groupe, 227 global competition, 36 globalization, 35 global positioning system (GPS), 281 commercial use, 282 sensors, 164 global scale, 35 Globalstar, 281 Global System for Mobile Communications (GSM), 288 GLONASS, global positioning system, 282 Gmail, 456 goal-seeking analysis, 139, 140 Google, 165, 167, 256 see also YouTube Google+, 456 Google Apps, 457 Google Calendar, 456 Google Docs, 456 Google Fiber, 104 Google Maps, 212 Google Photos app, 471 Google Translate, 108 Google Wallet, 253, 292 GPS satellites, 504 GPS system, 288 Graphical user interface (GUI), 425 group shopping, 226 H hard drives, 421 hardware, 10 advances, in microprocessor design, 418 central processing unit, 417 working process, 417–418 computer hierarchy, 412–414 computer memory, 418–421 input and output technologies, 414–417 overview of, 411–421 strategic issues, 412 health and safety, information technology and, 21 healthcare, improvements in, 25 Health Insurance Portability and Accountability Act (HIPAA), 39, 457 hidden backlog, 385 horizontal exchanges, 262 hot site, 199 hotspot, 285 HTML5, 460 human data-entry devices, 413 human errors, 180 human mistakes, 180 human resource information system (HRIS), 12, 13, 313–315 human resources development, 313 human resources planning and manage­ ment, 313–314 recruitment, 313 human resource management, 235 employee development, 235, 236 finding a job, 235, 236, 237 onboarding, 235 recruiting, 235 human resources planning and management benefits administration, 314 employee relationship management (ERM), 314 payroll and employees’ records, 313 hypercompetitive marketplace, 333 hypertext, 106 hypertext markup language (HTML), 459 hypertext transfer protocol (HTTP), 100 hypothetical artificial intelligence, 464 I iBeacons, 293 IBM’s Deep Blue system, 465 IBM Watson, 471 IdeaStorm, 230 identity theft, 184, 491 Identity Theft Affidavit, 491 inbound teleservice, 339 indirect materials, 262 individual social responsibility, 38 industrywide portals, 109 information agents, 473 informational roles, 130 information extortion, 183 information overload, 37 information privacy, 160, 163 information security, 178 information sharing, supply chains and, 360 information silos, 316 information system (IS), 2, 9, 307, 401 auditing, 199–200 information technology (IT), 2, affects our quality of life, 24 applications, planning for, 372–375 applications, strategies for acquiring, 374–381 career opportunities and, 4–6 changes the manager’s job, 20 changing role of the information systems department, components, 10 impacts employees at work, 21 impacts entire industries, 17–20 improvements in healthcare, 25 information resources management and, 6–8 infrastructure, 12 jobs, major capabilities, 12 platform, 11–12 quality-of-life implications and, 24 reduces the number of middle managers, 20 services, 12 support, supply chain management, 361 electronic data interchange (EDI) and, 361 extranets and, 361–363 portals and exchanges and, 364 informed user, infrastructure-as-a-service (IaaS), 449, 450 model, 450 innovation strategy, 49 input devices, 414–416 instance, 64 instant connectivity, 291 Institute of Electrical and Electronics Engineers (IEEE), 285 integrated CASE (ICASE) tools, 390 intellectual assets, 82 intellectual capital, 82 intellectual property, compromises to, 184–185 intelligence phase, 131 intelligent agent, 473 intelligent behavior, 464 Internal Revenue Service (IRS), 491 international and U.S environmental laws, 38 Internationalized country code top-level domains (IDN ccTLD), 106 Internet, 93, 102, 103, 165 see also Web 2.0 accessing, 103–106 future of, 106 internet connection methods, 104 Internet2, 106 Internet access, 284 Internet Assigned Numbers Authority (IANA), 105 Internet backbone, 103 Internet Bulletin Boards, 167 Internet Corporation for Assigned Names (ICANN), 105 Internet Corporation for Assigned Names and Numbers (ICANN), 265 Internet of Things (IoT), 275, 296, 297 internet-only banks, 256 Internet over Satellite (IoS), 283 Internet Protocol (IP) address, 105 internet relay chat (IRC), 111 internet transactions, 256 interorganizational information system (IOS), 14, 357 interorganizational processes ERP with customer relationship management (CRM), 325–326 ERP with supply chain management (SCM), 325–326 interpersonal roles, 130 intrabusiness applications, 294–295 inventory management, 312 inventory replenishment for, Walmart’s stores, 360 investment management, 311 investment statements, 490 iPads, 275 iPhone, 292, 295 IPv4, 105 IPv6, 105 IS operational plan, 373 IS project management, 477 IT managers, objectives, 49 IT steering committee, 373 IT strategic plan, 373 iTunes, 225 J JetBlue, 232 joint application design (JAD), 383, 387 Jump drive, 421 www.downloadslide.net Index just-in-time (JIT) inventory system, 359 JustPark, 223 K Kaboodle, 227 Kanguru Wizard, 498 keyloggers, 187 kilobyte (KB), 419 knowledge, 10, 82 knowledge management (KM), 82 knowledge management systems (KMSs), 64, 82–83 cycle, 84 knowledge workers, 15 L labor-intensive industries, 36 Lai’s system, 469 laptop, 116 laptop computers, 413 laptop-tracing tools, 498 learning objective, 17 least privilege, 196 Leftover Swap, 222 legacy spaghetti, 456 legal profession, 20 LEO constellations, 281 LexisNexis, 164 liability, 158 LifeLock, 490, 491 lifetime value, 334 LinkedIn, 221 for market research, 232 LivingSocial, 227 local area networks (LANs), 95, 96, 442 location-based commerce (or L-commerce), 293 long-term evolution (LTE), 289 low-earth-orbit satellites, 281 lower CASE tools, 390 loyalty programs, 45 luxury brands, 227 M machine-to-machine (M2M) communication, 296 magnetic disks, 420 mailbox, 490 mainframe computers, 412–413 mainframe terminals, 442 mall organizer, 256 malls, 255 malware, 185, 492 management, 129 cockpit room, 147, 148, 149 manufacturing resource planning (MRP II), 312 market capitalization, 334 marketing, 229, 340 bundling, 340 cross-selling, 340 efforts, 334 industry, 19 information system, 311 purchasing profile, 340 upselling, 340 market pressures, 35 market research, 230 using Facebook for, 231 using social networks, 231 Marriott blocking Wi-Fi access, 156 mashup, 218 mass customization, 42 massive open online courses (MOOCs), 118 MasterCard, 256 MasterCard’s Contactless, 292 master data, 61 management, 61 material requirements planning (MRP), 312 McAfee, 498 McAfee’s SiteAdvisor, 499 McAfee VirusScan, 196 3M Company, 450 medium-earth-orbit satellites, 281 megabyte (MB), 419 memory capacity, 418 memory cards see flash memory devices memory stick, 421 Merchant Customer Exchange, 253 metadata, 80 metasearch engines, 108 methods,systems development, 387 agile development, 388 end-user development, 389 joint application design (JAD), 387 rapid application development (RAD), 387, 388 metropolitan area networks (MANs), 95 microblogging, 214 microcomputers, 413 micropayments, 252 microprocessor, 417 Microsoft Azure, 451 Microsoft Shopping, 256 Microsoft’s Tellme, 427 microwave transmission systems, 279 MiFi, 287 minimum viable product (MVP) development, 388 mobile advertising, 293 mobile commerce (m-commerce), 249, 275, 291 applications, 292 development, 291 mobile computing, 275, 291, 442 mobile operating system (iOS), 289 mobile portal, 295 mobile security, 503 mobile best practices, 503, 504 mobile wallets, 292 mobility, 291 models, 139 Moore’s law, 416, 418 motion picture industry, 19 multichanneling, 259, 260 multidimensional analysis, 138 multidimensional data, 76 multifactor authentication, 194 multimedia technology, 416 multinational corporations, 35 music industry, 18 N nanosatellites, 280 national defense, 19 National Security Agency, 448 natural intelligence, 464 near field communication (NFC), 252, 285 Net see Internet net present value (NPV), 375 network, 11 protocols, 99 511 network processing client/server computing, 101 peer-to-peer processing, 101–102 newsgroups, 167 nonvolatile data, 76 normalization, 435–439 data normalization, 435 first normal form, 436 functional dependencies, 435, 436 join operation, 438 ORDER–PIZZA relation, 438 raw data, 436 second normal form, 437 North American Free Trade Agreement (NAFTA), 36 Notebook computers see Laptop computers O Obama, Barack, 144 object-oriented development, 384, 390–391 office automation systems (OASs), 15 onboarding, 235 one laptop per child (OLPC) project, 39 online advertising, 257 methods, 257, 258 online analytical processing (OLAP), 134, 138 online job market, 257 online securities trading, 257 online service industries, 256 travel services and, 257 online transaction processing (OLTP), 309 on-premise computing, 442 on-premise ERP implementation best-of-breed approach, 320 custom approach, 320 vanilla approach, 320 on-premise software, 450 operating system (OS), 424 operational CRM and analytical CRM relationship between, 342 operational CRM systems, 338–342 front-office business processes, role in, 338 operational effectiveness strategy, 49 optical storage devices, 420 opt-in model, 168 opt-out model, 168 organizational employees, support for, 15 organizational performance, 36 organizational responses, pressures and customer focus and, 41 e-business and, 43 e-commerce and, 43 make-to-order and, 42 mass customization and, 42 strategic systems and, 40 organizational server farms, 445 organizational social responsibility, 38 organizational strategic plan, 372 organizations efficiency and effectiveness, 398 outbound telesales, 339 output devices, 416 P PAC2000A, 455 package, 426 packet switching, 100, 101 parallel conversion, 386 passphrase, 195 passwords, 193 PayPal, 253 www.downloadslide.net 512 I NDEX Pay-per-usage model, 447 pay rates, 222 PC PhoneHome, 498 peer-to-peer processing, 101–102 people, 11 with disabilities, information technology and, 21 visited on internet, using computer, determining, 492 PepsiCo, 232 permission marketing, 258 personal application software, 426 personal area networks (PANs), 95 personal disasters, preparing for, 501 personal identification number (PIN), 490 personal information, 490 in databases, 166 Petabyte, 419 phased conversion, 386 phishing, 193 phone call, 489 phone’s Touch ID sensor, 292 photography Industry, 19 Photo ID, 490 photo-sharing Web sites, 164 photo tagging, 165 physical controls, 192 pilot conversion, 386 piracy, 185 plain old telephone service (POTS), 111 Planet Labs, 280 planning production and operations, 312 platform-as-a-service (PaaS), 449 platform-as-a-service model, 451 platform for privacy preferences (P3P), 168 Polycom, 116 pop-under ad, 258 pop-up ad, 258 portable devices and information, protecting, 497–498 portals, 109 powerful customers, 37 predictive analytics, 144 prescriptive analytics, 146 primary activities, 47 privacy, 160, 163 codes, 168 international aspects of, 169–170 policies, 168 guidelines, 169 privacy protection, 499–501 e-mail anonymously, 500–501 erasing google search history, 501 settings on computer, 499–500 strong passwords, 499 surf the web anonymously, 500 private browsing, 492 private mailbox, 490 private sector, privilege, 195 proactive protection, 490 problem structure, computerized decision analysis and, 131 procedures, 11 procurement portals, 364 procurement process departments and documents flow, 323 production/operations management information system, 312 production/operations management (POM), 309 production process departments and documents flow, 325 productivity, 130 product knowledge system, 340 product lifecycle, 313 product lifecycle management (PLM), 312, 313 profiling, 163 programmers, 382, 422 project management, 479 failure, 480–481 triple constraints of, 477 project management body of knowledge (PMBOK), 482–484 basic process groups, 483 knowledge areas, 483–484 project management success, 481 build effective teams, 482 excel at project-management practices, 482 manage strategy and stakeholders, 481 secure critical talent, 481–482 projects, 477 completion, 480 execution, 480 initiation, 479–480 monitoring and control, 480 propagation delay, 281 property issues, 160 prototyping, 383, 389–390 public exchanges, 262 public-key encryption, 197 working, 197 public sector, pull model, 358 purchasing cards, 252 push model, 358 push notification software tool, 451 Q quick response (QR) codes, 297 R radio-frequency identification (RFID) technol­ ogy, 297 radio-frequency (RF) jamming, 284 radio transmission, 283 random access memory, 419 rapid application development (RAD), 384, 387, 388 ratings, 225 read-only memory, 420 really simple syndication (RSS), 213 recruitment, 115, 235 industry, 19 referral malls, 256 registers, 419 regular ID cards, 193 regulations, government, 39 relational database model, 64 relationships, 433 binary, 433 many-to-many (M:M), 434 one-to-many (1:M), 434 one-to-one (1:1), 434 second type, 434 ternary, 433 unary, 433 remote job entry, 442 reports, 315–316 ad hoc (on-demand) reports, 315 comparative reports, 315 drill-down reports, 315 exception reports, 315 key indicator reports, 315 monthly sales report, 315 routine reports, 315 request for quotation (RFQ), 251 responsibility, 38, 158 retailers, 231 return on investment (ROI), 375 reverse auctions, 251 rights approach, 157 risk, 190 acceptance, 191 analysis, 190 limitation, 191 management, 190 mitigation, 191 transference, 191 robot revolution, 24–25 routers, 96 S sabotage/vandalism, 183 salesforce automation (SFA), 340 sales forecasting system, 340 Samba Tech, 447 Sarbanes-Oxley Act, 457 Sarbanes–Oxley Act in 2002, 158 satellite footprints, 280 satellite radio, 283 satellite transmission systems, 279 SCADA systems, 187–188 scitable, 115 scope creep, 385 scripts, 179 scrum approach, 388 search engine, 108 second generation (2G) cellular networks, 288 secure socket layer, 198 security, 178 see also privacy protection systems using physical devices, 194 threats, 180 self-driving cars, 471 semistructured decisions, 132 Send Mail Transport Protocol (SMTP), 424 sensitivity analysis, 140 server farm, 444 server virtualization, 445 service level agreements (SLAs), 321 service-oriented architecture, 459 shadow IT, 389 shopping bot, 473 shopping clubs, 227 shopping communities, 227 ShopSocially, 226 short message service (SMS), 291 short-range wireless networks, 284 Bluetooth, 284 near-field communications, 285 ultra-wideband, 285 shoulder surfing, 182 showrooming, 260 signature recognition, 193 simple object access protocol (SOAP), 461 Sirius Satellite Radio, 283 Six Sigma, 405 www.downloadslide.net Index Skillshare, 222 Skybox satellites, 281 small-to-medium enterprises (SMEs), 251 smart cards, 252, 252 Smart Home, 298 smart ID cards, 193 smartphones, 116, 252, 275, 288, 289 cameras, 164 social advertising, 229 innovative methods, 229 social apps, 229 social capital, 215 social commerce, 212, 219 benefits and risks of, 220–221 social computing, 211, 229 in business, 232, 235 social engineering, 182 social graph, 215 social intelligence, 231 social interface, 425 social marketplaces, 228 social media, 493 social networks, 164, 215, 231 see also Blogs; Tweet; specific entries, e.g., Facebook sites, 167 dangers of, 492–493 Web sites, 215 categories of, 217 Social Security, 222, 490 numbers, 164 Social Security Number Protection Act of 2007, 490 social shopping, 225 societal/political/legal pressures, 38 soft card, 292 software, 10, 33 application, 425–427 defects, 423 industry, 18 licensing, 423 open-source, 423–424 open systems, 423 overview of, 421–427 systems software, 424–425 software-as-a-service (SaaS), 378, 449, 452 software attacks, 185 types of, 185 Software Engineering Institute (SEI), 423 solid-state drives (SSDs), 420 Sony, 178, 198 source-data automation devices, 413 spamming, 258 spamware, 187 spear phishing attack, 193 SpectorSoft, 199 speech-recognition, 472 soft ware, 426 sponsored reviews, 225 Sprint, 290 spyware, 187 stand-alone mainframes, 442 stand-alone personal computers, 442 Starbucks, 286 stealing mail, 184 stealing personal information in computer databases, 184 storage, primary, 419, 420 storage, secondary, 420 stored-value money cards, 252 strategic information systems (SISs), 44 Streetbank, 223 strong passwords, 194 structured data in relational databases, 134 structured decisions, 132 structured query language (SQL), 431 Supercomputers, 412 Super Wi-Fi, 288 supply chain, 14 computer-based information systems and, 12–17 supply chain management (SCM), 103, 326, 353, 356 components of, 356 information technology support for, 361 push model vs the pull model, 358 supply chains flows in, 355 inventory velocity, 354 organizations, 354 problems with, 358–359 processes, 354 solutions and, 359–360 structure and components of, 354–355 tiers of suppliers and, 355 visibility, 357 support activities, 47 surfing, 106 surveillance agents, 473 Swipely, 226 synchronous collaboration, 113 systems development life cycle (SDLC), 381 advantages and disadvantages of, 383–384 implementation and, 386 operation and maintenance and, 386 programmers, 382 programming and testing, 385–386 systems analysts, 382 systems design, 385 systems stakeholders, 383 systems investigation, 384–385 systems stakeholders, 382 systems within organizations, 307 T tablet computers (tablets), 116, 289, 413 tacit knowledge, 82, 84 tag, 212 tailgating, 182 taxes and other fees, 266 technical feasibility, 384 technical specialists, 382 technological innovation, and obsolescence, 37 technology pressures, 37 telecommunications satellites, basic types of, 280 telecommuting, 112 teleconferencing, 116 telemetry applications, 295 terrorist attacks, protection against, 40 Teusner Wines, 232 theft of equipment or information, 183–184 thin clients, 101, 413 third generation (3G) cellular networks, 288 threat, 178 thumb drive, 421 T-Mobile, 288, 290 tokens, 193 513 tools, system development, 389 component-based development, 390 integrated computer-assisted software engineering, 383, 390 object-oriented development, 384, 390–391 prototyping, 389–390 top-level domain (TLD), 105 tracking cookies, 187 TradeCard, 256 trade-offs, 477 Tradesy, 222 transaction processing system (TPS), 13, 308 data management, 308 real time data collection, 308 translator, 361 transmission control protocol/internet protocol (TCP/IP), 100 layers, for reference model, 100 transport layer security (TLS), 198 certificate, 499 TransUnion, 491 trespass, 183 TripAdvisor, 221 Trojan horse, 499 TrustCloud, 221 TrustedID, 490, 491 trusted network, 178 tunneling, 198 tweet, 214 TweetStats, 232 twisted-pair wire, 98 Twitter, 221 for market research, 231 U ultra-wideband, 285 unethical, 158 unified communications (UC), 111 uniform resource locator (URL), 106 unintentional threats, 180 to information systems, 180 unique uniform resource locator (URL), 255 universal description, discovery, and integration (UDDI), 461 Universal Product Code (UPC), 297 unshielded twisted-pair wire (UTP), 96 unstructured data, 65, 69 untrusted network, 178 updating, 386 upper CASE tools, 390 UPS, 248 URL filtering, 166 utilitarian approach, 157 utility computing, 444 V value-added services, 256 value-added tax (VAT), 266 value chain model (Porter) definition of, 47 primary activities and, 47 support activities and, 47 value system, 48 vendor-managed inventory (VMI), 360 VeriSign, 198 Verizon, 290 version control, 113 version management, 113 vertical exchanges, 262 vertical integration, 359 www.downloadslide.net 514 I NDEX Viacom, 448 videoconference, 116 videogame industry, 18 video-game motion sensors, 164 video industry, 18 viral marketing, 229, 258 virtual collaboration, 113 virtual group, 113 virtual group (team), 113 virtual (or pure-play) organizations, 248 virtual private networks (VPNs), 103, 198, 321 virtual universities, 119 Visa’s PayWave, 292 voice communication, 111 voice portal, 295 voice recognition, 193 vulnerability, 178 W Walmart Online, 248 Wearable computers, 413 Web 2.0, 212 web-based call centers, 110–111 Web browsers, 106 webcrawlers, 108 Web-enabled technologies, 407 weblog, 213 Websense, 199 Web service-oriented architecture, 459–461 Web services, 459–461 Web services description language (WSDL), 461 Web sites, 106, 144 what–if analysis, 140 whitelisting, 197 wide area networks (WANs), 95, 96, 103 wide-area wireless networks, 288 cellular radio, 288 Wi-Fi, 285 Wi-Fi Direct, 287 wiki, 214 WiMAX, 289 wireless, 144, 275 wireless broadband, 289 wireless computer networks, 284 standards for, 285–286 wireless fidelity, 285 wireless local area networks (WLANs), 285 wireless media, 98 advantages and disadvantages of, 279 wireless security, 283–284, 501 filter out media access control (MAC) addresses, 502 limit internet protocol (IP) addresses, 502 service set identifier (SSID), hiding, 501, 502 sniff out intruders, 502 software, 502, 503 test your wireless network, 502 use encryption, 502 using a public hotspot, 502 wireless sensors, 296 wireless technologies, 179, 275, 276 wireless devices, 276–278 wireless transmission media, 279–282 wireline communications channels, 98 advantages and disadvantages, 98 wireline media, 98 workflow, 113 workforce, changing nature of, 36 workgroup, 113 World Trade Organization, 36 World Wide Web (WWW), 106 worms, 498 X XLTE (advanced LTE), 289 XM Satellite Radio, 283 XTool Computer Tracker, 498 Y Yerdle, 222 YouTube, 67, 68, 115, 133, 218, 468 Z Zettabyte, 419 Zipcar, 221, 222 www.downloadslide.net WILEY END USER LICENSE AGREEMENT Go to www.wiley.com/go/eula to access Wiley's ebook EULA ...www.downloadslide.net Management Information Systems Moving Business Forward Fourth Edition KELLY RAINER BRAD PRINCE HUGH WATSON with contributions by Alina M Chircu, Bentley University... Plug IT In Business Processes and Business Process Management 398 PI1.1 Business Processes 398 PI1.2 Business Process Improvement, Business Process Reengineering, and Business Process Management. .. Computer-Based Information Systems 1.2 Organizations refer to their management information systems functional area by several names, including the MIS Department, the Information Systems (IS) Department,