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GMS 200 Lecture Notes - Customer Relationship Management, Expert System, Decision-Making

Global Management Studies
Course Code
GMS 200
Vikraman Baskaran

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GMS 200 Lecture 2
Knowledge and knowledge workers provide a decisive competitive factor in
today’s economy
Knowledge worker
Intellectual capital
Knowledge and intellectual capital are irreplaceable organizational resources
The productivity of knowledge and knowledge workers depends on 1
computer competency & 2 information competency
Electronic commerce (B2C e-commerce, B2B e-commerce)
Stages of development in e-commerce
Secure an online identity
Establish a web presence
Enable e-commerce
Provide e-commerce and customer relationship management
Utilize a service application model
IT facilitates communication and information sharing, reduction in the number of
middle managers, better organizational structure and excellent coordination and
IT builds relationships with external environment
IT has changed the new workplace (e-mail, P2P Peer-to-peer file sharing)
Data is raw facts and observation
Information is data made available for decision-making
Good information must be timely, high quality, complete, relevant, and
Data Information decision making
Information exchanges with the external environment and within the
The external and internal information needs of the organization is presented in
the next slide
The role of information in the management process
Information system
Management information system
Decision support system
Artificial intelligence
Expert systems
Intranets and corporate portals
Extranets and enterprise portals
Electronic data interchange
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