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ADM 2372 Study Guide - Internet Service Provider, Hypertext Transfer Protocol, Business Process Modeling

Course Code
ADM 2372
Nour El- Kadri

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Management information systems Review
Information systems: Any computer based tool that people use to work with information
and that supports the information and information-processing needs of the organization.
Can be used as an enabler of business success
Can help in decision making but cannot make decisions
“Managers do not make bad decisions, they make good decisions based on bad
Have been around formally only for about 40 years
Reduce costs
Improve customer satisfaction
Competitive advantages
Generate growth
Streamline supply chain
Global expansion
Metrics: things that measure levels of satisfaction, inputs
Customer frequency
Customer comments
Retention rates
Response rates
Only collect metrics that will help you, don’t waste time and money
Porters 5 forces***:
Substitute goods
Buyer power: build loyalty programs (shoppers drug mart)
Supplier power
Management information systems: The function that plans for, develops, implements,
and maintains Is hardware, software and applications that people use to support the goals
of an organization
Is a business function similar to accounting, finance, operations, and HR
Data: Raw facts that describe the characteristic of an event
Information: Data converted into a meaningful and useful context
Knowledge: Information that can be enacted upon (actionable information)
IS resources: People use Information systems to work with information and achieve the
goals set by the organization
Information technology
IS Cultures:
Information functional

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oNo sharing of info between departments, use info against other
Information sharing
oImproves performance and builds trust between departments to run more
Information inquiring
oSearch for information to better understand the future and align
themselves with current trends and directions
Information discovery
oOpen to new insights, and seek ways to attain a competitive advantage,
how can we deal with this crisis?
Strategic IS positions
CIO (Chief information officer)
oOversees all uses of IS and ensures the strategic alignment of IS with
business goals and objectives
oOwns everything to do with information, should be well versed in
CTO (Chief technology officer)
oResponsible for ensuring thr throughput, speed, accuracy, availability ,
and reliability of IS
CKO (Chief knowledge officer)
oResponsible for collecting, maintaining, and distributing the organizations
CPO (Chief privacy officer)
oDeals with taking care of the personal information of all those in the
oResponsible for ensuring the ethical and legal use of Information
CSO (Chief security officer)
oResponsible for ensuring the security of information systems
Efficiency IS metric: Measures the performance of the information system itself
including throughput, speed, and availability
Effectiveness metric: Measures the impact IS has on the business processes and
activities including
Benchmarks: A process of continuously measuring system results, comparing those
results to optimal system performance (benchmark values), and identifying steps and
procedure to improve system performance (No more than 100 complaints per week)
Efficiency IS metrics focus on IS and include

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Transaction speed
System availability
Web traffic
Response time
Chapter 2: Business Processes
Competitive advantage: A product or service that an organizations customers place a
greater value on than a similar offering from a competitor
First mover advantage: Occurs when an organization is the first to move into a market
(Amazon with internet selling)
Porter’s strategies***
Cost leadership (low cost, broad market) (toyota, honda)
Differentiation (High cost, broad market)
Focused strategies (High/low cost, focused market) (hummers, corvettes,
Thomas Friedman – The World is Flat
Collapse of the Berlin wall
Workflow software
Supply chaining
Decision making systems
Executive information systems – lots of analytics
Artificial intelligence – Expert systems, Neural networks, Genetic Algorithms
Transaction processing systems -
Decision support systems – lots of analytics
Decision levels****:
Transactional – fine grained
Analytical – Coarse
Analysts > Managers > Executives
Decision support systems (DSS): a way to model information for managers and business
professionals, gives you the info you want (can predict sales as well)
Online Analytical processing (OLAP): manipulate information in a way to support and
guide the decision making process for long term planning
Executive information systems: A specialized Decision support system that supports
senior level executives within the organization (more general and coarse)
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