1. How Do CRM, ERP, and EAI Support Enterprise Systems
    1. Help organizations rethink how they do work.
    2. Inherent processes
      1. Prebuilt procedures based upon “industry best practices.”
      2. Save money and time in business process reengineering.
    3. Eliminate costs of developing complex applications in-house.
  2. Customer Relationship Management
    1. Suite of applications, a database, set of inherent processes
      1. Could adopt as a stand alone system, or one of the modules within an ERP package.
      2. But the CRM system only affects the Customer Service Department, nothing else.
    2. Manage all interactions with customer through four phases of customer life cycle:
      1. –Marketing, Customer Acquisition, Relationship Management, Loss/Churn
    3. Every contact and transaction with customer is recorded in CRM database
      1. Solicitation and Lead management Application
      2. Sales Applications
      3. Relationship management applications
      4. Customer Support Applications
        1. ERP
          1. Everything above and Human Resource application
          2. Inventory Application
          3. Manufacturing Application
          4. Accounting applications
    4. Supports customer-centric organization
  3. Enterprise Application Integration (EAI)
    1. ERP might not be appropriate for some companies
    2. . For them, enterprise application integration (EAI) can help solve silo problems.
    3. EAI is a suite of software applications that integrates existing systems by providing layers of software that connect applications.
      1. Links departmental silos together
      2. Enables communicating and sharing data
      3. Provides integrated information
      4. Provides integrated layer-over top of existing applications
      5. Enables gradual move to full ERP
    4. Although there is no centralized database, EAI software keeps files of metadata that describe where data are located
  4. What Are the Challenges When Implementing Enterprise Systems?
    1. Four Primary Factors
      1. 1.Collaborative management using committees and steering groups
        1. People don’t agree, Decisions have impacts on certain groups, people might not be able to get together. It’s hard for everyone to get together as a group and agree on things.
      2. 2.Identify requirements gaps
        1. Capturing the requirement in the implementation process. If you don’t capture the right requirements, you’re gonna build the WRONG system. If you build a system that does not do the job or carry the job it should carry, then the whole company could fail.
      3. 3.Transition problems - implement while continuing to run the business.
        1. Training employees is hard when you implement a new system

      4. 4.Managing employee resistance via communication, self-efficacy, positive incentives
    2. Managing resistance because change requires effort and it engenders fear. Considerable research and literature exists about reasons for change resistance and how organizations can deal with it.
      1. Senior-level management needs to communicate the need for change throughout the entire transition process.
      2. Employees fear change because it threatens self-efficacy.
      3. Employees may need to be given extra inducement to change to the new system.
Q1: What Is A Social Media Information System (SMIS)?
  1. Social media (SM)
    1. Use of IT to support content sharing among networks of users
    2. Enables communities, tribes, or hives
    3. People related by a common interest
  2. Social media information system (SMIS)
    1. Supports sharing of content among networks of users



  1. SMIS Organizational Roles
    3. •Community A is a first-tier community consisting of users with direct relationship to the site.  User 1 belongs to three communities — A, B, and C.
    4. •Communities B–E are second-tier communities intermediated by a first-tier user.
    5. •Number of second and higher tier community members grows exponentially.
    6. •Exponential nature of relationships offers sponsoring organizations both a blessing and a curse.
      1. They grow Exponentially
    7. •If social media site wants pure publicity, it will want a viral hook to relate to as many communities as possible.
  2. Social Media Application Providers
    1. •Facebook, Twitter, LinkedIn, Google
    2. •Sponsors may or may not pay a fee, depending on the application and on what they do with it.
      1. Creating a company page is free on Facebook, but
      2. Charges fee to advertise to communities that “Like” that page
    3. Custom developed SM for company using SharePoint for wikis, discussion board, photo sharing
  3. Use Social Networks to increase the Strength of Relationships
    1. Three ways to increase social capital
      1. Ask them to do you a favor
      2. Frequent interactions strengthen relationships
      3. Connect to those with more assets
    2. Social Capital
      1. The product of the number of relationships multiplied by RelationshipStrength(need to have a way to quantify) multiplied by EntityResources
  4. Five Components of CMIS
Q2: How Do SMIS Advance Organizational Strategy?
  1. Hyper-social organization theory
      1. Argues that usually in companies, there are two types of people. There are those who are defenders of a belief, and a seeker of a truth.
    1. Defenders of Belief
      1. Share a common belief
      2. Seek conformity
      3. Want to convince others(Ex. Teacher. Makes arguments)
      4. Facilitate activities like sales and marketing
      5. Form strong bonds and allegiance to an organization
    2. Seekers of the Truth
      1. Share the common desire to learn something, solve a problem, but not a common solution
      2. Such tribes are incredible problem solvers and excel at innovation.
      3. Can be useful in customer service activity
  2. Social Media and Manufacturing and Operations
    1. Crowdsourcing
    2. Enterprise 2.0 - enable users to share knowledge and problem-solving techniques.
    3. Folksonomy - emerges from processing of many user tags
    4. SLATES
      1. Search, Links, Authoring, Tags, Extension and signals
  3. Social Media and Human Resources
    1. Employee communications using internal personnel sites
      1. Ex: MySite and MyProfile in SharePoint
    2. Used for finding employee prospects, recruiting candidates, or candidate evaluation.
    3. Place for employees to post their expertise Risks:
      1. Forming erroneous conclusions about employees
      2. Becoming defender of belief or pushing an unpopular management message
Q3: How Does SMIS Increase Social Capital?   
  1. Types of business capital
    1. Physical capital – produce goods and services (factories, machines, manufacturing equipment)
    2. Human capital – human knowledge and skills investments
    3. Social capital – social relations with expectation of marketplace returns
  2. Progressive organizations:
    1. Maintain a presence on Facebook, LinkedIn, Twitter, and other SN sites
    2. Encourage customers and interested parties to leave comments
    3. Risk - excessively critical feedback


Q1: How Do Organizations Use Business Intelligence (BI) Systems?
    1. Business intelligence systems are information systems that process operational and other data to identify patterns, relationships, and trends for use by business professionals and other knowledge workers.
    2. Five standard IS components of BI systems: hardware, software, data, procedures, and people.
      1. There are three basic activities
        1. Acquiring
        2. Analyzing data
        3. Publishing Data
    1. Note the hierarchical nature of these tasks
      1. Project managers need to be able to problem solve, which requires deciding on what to do, which requires being informed. If you’re informed, you can decide, and because you can decide, you can ...
    2. Business intelligence is used for all four of the collaborative tasks described in Chapter 2.
  3. What are typical uses for BI
    1. Identifying changes in purchasing patterns
      1. important life events cause customers to change what they buy.
    2. BI for entertainment
      1. Netflix has data on watching, listening, and rental habits, however, determines what people actually want, not what they say.
    3. Predictive policing
      1. Analyze data on past crimes, including location, date, time, day of week, type of crime, and related data, to predict where crimes are likely to occur.
Q3: How Do Organizations Use Data Warehouses and Data Marts to Acquire Data?
  1. Functions of a Data Warehouse
    1. Extract data from operational, internal and external databases
    2. Cleanse data
    3. Organize, relate data warehouse
    4. Catalog data using metadata
  2. Components of a Data Warehouse
    2. Within warehouse, you will have data and meta database
Q4: What Are Three Techniques for Processing BI Data
  1. Reporting Analysis
      1. Sorting
      2. Filtering
      3. Grouping
      4. Calculating
      5. Formatting
  2. Unsupervised vs Supervised Data Mining
    1. •Unsupervised
      1. Analysts do not create a model or hypothesis before running an analysis.
      2. Cluster analysis
    2. •Supervised
      1. Develop a model prior to analysis and apply statistical techniques to data to estimate model parameters
    3. Regression analysis
      1. CellPhoneWeekendMinutes  
    4.  = 12 + (17.5 * CustomerAge) + (23.7 * NumberMonthsOfAccount)

  3. Big data
    1. Volume – petabyte and larger
    2. Velocity – generated rapidly
    3. Variety
      1. Free-form text
      2. Different formats of Web server and database log files
      3. Streams of data about user responses to page content; graphics, audio, and video files
  4. Hadoop
    1. Open-source program supported by Apache Foundation2
    2. Manages thousands of computers
    3. Implements MapReduce
      1. Written in Java
    4. Amazon.com supports Hadoop as part of  EC3 cloud offering
    5. Pig – query language
    6. Deep technical skills are needed to run and use Hadoop.
Chapter 10: Information System Development
Q1. What is system Developement?\
  1. •Process of creating and maintaining information systems
    1. •Involves all five components of IS model
    2. Requires
      1. –Establishing system goals
      2. –Setting up the project
      3. –Determining requirements
      4. –Business knowledge and management skill
Q3. What are the five phases of the SDLC(system developement life cycle)
    1. 1. System definition
      1. What does it mean to define a system?
        1. Define the scope and goal of the system/project. What is included, what will it accomplish, how many department will switch to the system.
          1. If you don’t know the scope of your work, why and how, then you’re not gonna succeed.
    2. 2. Requirements analysis
      1. Analyzing the requirement - what the system is supposed to accomplish, what is expected of the business unit to do. Hard, because BU folks are reluctant to talk to IT department. Worry about things like reorganization. Analysis paralysis - too much focus on gathering anaylsis, and pauses the creation of it. Opposite sometimes happens too
    3. 3. Component design
      1. Talking about both software and the rest of the five components.
    4. 4. Implementation
      1. Longest and most expensive phase of the System development life cycle.  
    5. 5. Maintenance
      1. What happens if there’s a problem that you can fix or resolve
Q2. Why is systems development difficult and risky?
  1. Many projects never finish. Often 200-300% over budget.
  2. Some finish within budget and schedule, but don't accomplish goals.
  3. High risk of failure, even with competent people following an appropriate methodology.
  1. Is it really a hopeless case?
    1. Yes and No.
    2. Successful methodologies exist, when supported and managed properly.
    3. Systems development life cycle (SDLC), most common methodology

Q4. How is the system definition accomplished

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