GMS 200 Study Guide - Midterm Guide: Customer Relationship Management, Internet Protocol, Intellectual Capital

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GMS Midterm Notes
Chapter 1:
-Living in economy with challenge and uncertainty
-Influenced much by technology and internet
-New economy is knowledge based and themes include teamwork, participation, involvement,
empowerment and self-management
-New economy is performance driven Organizations are expected to excel on performance criteria
includes concerns for ethics and social responsibilities
-Takes initiative, discipline, and continuous learning to stay in change of your career path
-Herman Miller Motto: Innovative, our greatest asset is the abilities, gifts and talents of employers
-Organizational Performance:
1. Intellectual Capital: Collective brainpower or shared knowledge of workforce
2. Knowledge Worker: Someone’s mind is an asset to the business
3. Globalization: Worldwide use of resource flows, product markets and business competition
-Computer technology brings the global companies together through a virtual space: people hold
meetings, access common data bases, make plans, etc.
4. Workforce Diversity: Describes differences in age, gender, sexual orientation, ethnicity of a workforce
5. Prejudice: Displays negativity towards women and minorities
6. Discrimination: Denies women and minorities benefits of fall membership
-White sounding names like Brett received 50 percent more responses on resume’s than minority names
like Kareem
7. Glass Ceiling Effect: Invisible barrier limiting career advancement women and minorities
8. Ethics: Set moral standards of what is good and right in one’s behaviour
9. Corporate Governance: Oversight of a company’s management by board of directors
-Shamrock organization with the three leaves, 1)One for core workers 2)Contract workers 3)Part-time
10. Organization: Collection of people working together to achieve a common goal
-Organizations share a broad purpose providing useful goods/services
11.Open Systems: Organizations interact with environment to transform resources into product outputs
-Value is made when resources are used right
12. Productivity: Quantity and Quality of work performance with resource utilization considered
13. Performance Effectiveness: Output measure of task or goal accomplishment
14. Performance Efficiency: Input measure of resource associated with goal accomplishment
Organizational Transitions: 1) Belief in Human Capital: High involvement in workforce
2) Demise of command & Control: The “do as I say bees” does not work
3) Emphasis on teamwork: Less vertical, more horizontal
4) Pre-Eminence of technology: Coming age of technology
5) Embrace Networking
6) New workforce expectations
7) Concern for work life balance
15. Total Quality Management: Managing with continuous improvement, product quality and customer
satisfaction and committing to it.
Manager: Person who supports and is responsible for the work of others
1. Top Managers: Guide the performance of the organization as a whole or one of its parts
ex. CEO, President, VP
2. Middle Managers: Oversee work of large departments or divisions
ex. Clinic directors, deans, division managers, plant managers
3. Project Managers: Co-ordinate complex projects with task deadlines
4. Team Leaders: Someone in charge of small group work
Types of Managers:
1. Line Managers: Responsible for work activities that make direct contribution to works outputs
2. Staff Managers: Use special technical to advice and support line workers
3. Functional Managers: Responsible for one area, ex. Finance, marketing, accounting, sales
4. General Managers: Responsible for complex multi functional units
5. Administrator: Manager in public or non profit organization
-Four functions of Management Process: Planning, Controlling, Organizing, Leading
1. Planning: Setting goals and deciding how to achieve them
2. Controlling: Measuring performance and taking action to ensure desired results
3. Leading: Inspiring people to achieve higher perform to work hard to achieve goals
4. Organizing: Arranging tasks, people and other resources to accomplish work
-Management: Process of organizing, leading, controlling and planning
1. Interpersonal Roles: How managers interact with other people ex. Liason, Leader, Figurehead
2. Informational Roles: How a manager exchanges and processes information ex. Monitor, Spokesperson
3. Decisional Roles: How a manager uses information in decision making ex. Entrepreneur Negotiator
4. Skill: Ability to translate knowledge into performance
Three Skills: 1) Conceptual: Ability to think analytically and problem solve
2) Human: Ability to teamwork and work well with other people
3) Technical: Ability to apply expertise and perform with efficiency
5. Emotional Intelligence: How me manage ourselves and relationships
6. Managerial Contempency: Is a skill based capability for high performance
1. Communication: Ability to share ideas and findings through writing and oral
2. Teamwork: Ability to work effectively as a team member and leader
3. Self-Management: Ability to evaluate oneself
4. Leadership: Ability to influence and support others to perform tasks
5. Critical Thinking: Ability to gather info for creative thinking
6. Professionalism: Ability to sustain a positive impression
Chapter 7 Notes:
1. Information Technology: The use of electronic devices that aid in creation management and use of
-Really starting to come up-Info Technology
-Productivity of knowledge and knowledge workers is the decisive competitive factor
2.Knowledge Worker: Add value to organizations through intellect
3. Intellectual Capital: The collective brainpower or shared knowledge of a workforce
-Knowledge and intellectual capital are irreplaceable resources
4. Electronic Commerce: Is buying and selling goods and services through use and internet
ex. B2B, Chapters, Indigo
-IT is charging organizations by breaking barriers Physical communication is easier
-Fewer middle managers are needed Plays important role in customer relationship management
-Controls costs in supply-chain management
5. Instant Messaging: Instantaneous communication between people at the same time
6. Peer to Peer File Sharing: Connects PCs directly to one another over the internet
-Nortel uses voice over internet protocol
following stages of development of e-commerce:
1. Secure an online identity
2. Establish a web presence
3.Enable e-commerce
4. Provide e-commerce and customer relationship management
5. Utilize a service application model
-IT breaks barriers between organizations and key elements in the external environment
-IT allows outsourcing and other business contracts to be continuously and efficiently monitored
-IT also allows outsourcing and other business contracts to be continuously and efficiently monitored
6. Data: Raw facts and observations
7. Information: Data made useful for decision making
Information meets the test of five criteria: 1) Timely 2) High Quality 3) Complete 4) Relevant 5)
8. Information Systems: Use IT to collect, organize and distribute data for use in decision making
9. Management Information Systems: Meet the information needs of managers daily decisions
-Used to help mergers and acquisitions, plant expansions, new product developments and stock
management, among many others
10. Groupware: Software that facilitates group collaboration and problem solving
11. Expert Systems: Allow computers to mimic the thinking of human experts for applied problem
12. Intranets and Corporate Portals: Use the Web for communication and data sharing within an
organization has now become vital
-Goal is to efficiently improve access to share databases and communicate electronically
13. Extranets and Enterprise Portals: Use the web for communication and data sharing between
organizations and environment
14. Electronic Data Interchange: Uses controlled access to enterprise portals to enable firms to