Principles of Information Systems 13th Edition 2018

28 PART 1 • Information Systems in Perspective

organization may have dozens or even hundreds of active projects aimed
at accomplishing a wide range of results. Over the next few years, it
is expected that many organizations will focus on projects that apply ana-
lytics to large amounts of business data, take advantage of cloud comput-
ing, and create more mobile applications for their customers and
employees.

system acquisition: The process System Acquisition and Development
used to obtain the information system
resources needed to provide the ser- System acquisition is the process used to obtain the information system
vices necessary to meet a specific set resources needed to provide the services necessary to meet a specific set of
of needs. needs. Those needs may be very broad and encompass many users, such as
in the acquisition of a new enterprise resource planning system. Or they may
open source software: Software be very narrow in scope, affecting just a single user, such as in the acquisition
that is distributed for free, with access of personal computer software to enable an individual to prepare a federal tax
permitted to the source code so that it return. There are two fundamental strategies for system acquisition: buy off-
can be studied, changed, and improved the-shelf software or build a custom application.
by software professionals at the various
user organizations—with no mainte- Buying existing software developed by a software manufacturer enables
nance charges. an organization to test drive and evaluate it before making a major commit-
ment to purchase it and install it. Once purchased, the existing software can
system development: The activity be installed with minimal disruption so that user needs can be quickly met
of building information systems to meet and the organization can begin reaping the benefits from the information sys-
users’ needs. tem. Buyers of the software do not actually own the software, nor can they
access it to make changes or improvements; they are simply licensed to use
the software on a computer. With no access to the underlying source code,
user organizations must pay maintenance and support costs to the manufac-
turer or to a third party authorized to fix bugs or add new functionality. For
some organizations, these costs can become excessive. As a result, many orga-
nizations are turning to open source software, which is software distributed
for free, with access permitted to the source code so that it can be studied,
changed, and improved by software professionals at the various user
organizations—with no maintenance charges. Indeed, the amount and quality
of support for open source software is dependent on whether or not there
are people, resources, and interest among the user community to develop
updates and fix bugs.

The activity of building information systems to meet users’ needs is called
system development. Systems development projects can range from small to
very large and are conducted in fields as diverse as nuclear science research
and video game development. If an organization elects to build a system, it
can use its own employees (perhaps augmented with contractors) to develop
the system, or it can hire an outside company to manage and/or perform all
of the system development work. The latter approach allows an organization
to focus on what it does best, by delegating software development to compa-
nies that have world-class development capabilities. This can be important
since the system development efforts for even relatively small projects can
require months, with large projects requiring years of effort. Unfortunately, as
already pointed out, in spite of everyone’s best efforts, a significant number of
large system development projects are likely to fail.

By choosing a software service provider, users can gain access to needed
software remotely, as a Web-based service via the cloud. Pricing is based on
a monthly or per user fee and typically results in lower costs than a licensed
application. Because the software is hosted remotely, users do not need to
purchase and install additional hardware to provide increased capacity. Fur-
thermore, the service provider handles necessary software maintenance and
upgrades.

Table 1.8 summarizes the three basic alternatives for obtaining software
to meet users’ needs.

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CHAPTER 1 • An Introduction to Information Systems 29

T A B L E 1.8 Alternatives for meeting users’ information system needs

Strategy Pros Cons
Buy off-the-shelf
software þ A software solution can be acquired and À Unmodified, the software may not be a good
deployed relatively quickly. match to an organization’s needs.
Build custom þ An organization can “test drive” software À Maintenance and support costs can become
application before acquiring it. excessive.
þ Customized software is more likely to be a
Choose a software good match to an organization’s needs. À The cost to build a system can be quite
service provider þ A custom application provides the potential high compared to the cost of purchasing of
to achieve competitive advantage. off-the-shelf software.
À Customizing software can mean it will be
þ Users do not need to purchase and install months or even years before the software
additional hardware or software. solution is ready to deploy.
þ The service provider handles necessary
hardware and software maintenance and À Complex pricing arrangements and hidden
upgrades. costs may reduce expected cost savings.
À Performance issues may cause wide
variations in performance over time.

Critical Strategic Plan Review
Thinking
Exercise You are a member of the finance organization of a midsized manufacturer, with
two years of experience with the firm. Your manager serves as a liaison between
the finance group and the IS organization for budget review. The IS organization
has just completed its annual strategic planning and budgeting process. Their
plans, which include a $25 million budget (a 6 percent increase over last year),
were forwarded to your manager for review. Your manager shared the IS strategic
plan and budget with you a week ago and scheduled a meeting today to get your
input and perspective.

Review Questions

1. What do you think are the hallmarks of a good strategic plan?
2. Would you expect to see more funds allocated to system development or to

buying existing software and using software service providers? Why?

Critical Thinking Questions

1. Your manager shocks you when she announces that she has recom-
mended you for promotion and that one of your new responsibilities
would be to serve as the new finance liaison with the IS organization.
She asks, “What do you feel needs to be done to help prepare you for
this new responsibility?”

2. Finally, she asks, “What steps would you take and what resources would you
use to review the current IS strategic plan and budget?”

Part 5: Information Systems in Business and Society

Information systems have been developed to meet the needs of all types of
organizations and people. The speed and widespread use of information sys-
tems, however, opens users to a variety of threats from unethical people.
Computer criminals and terrorists, for example, have used the Internet to
steal millions of dollars and promote terrorism and violence. Computer-
related attacks can come from individuals, groups, companies, and even

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30 PART 1 • Information Systems in Perspective

countries; however, some studies have shown that most of corporate security

attacks come from people inside the company.
This part will cover “Cybercrime and Information System Security” and

the “Ethical, Legal, and Social Issues of Information Systems.”

cybercriminal: A computer hacker Cybercrime and Information System Security
who is motivated by the potential for
monetary gain; cybercriminals hack into Information systems provide a highly profitable venue for cybercriminals,
computer systems to steal, often by who take advantage of the opportunity to reach millions of potential victims.
transferring money from one account to Cybercriminals are motivated by the potential for monetary gain; they hack
another or by stealing and reselling into computer systems to steal, often by transferring money from one account
credit card numbers, personal identi- to another or by stealing and reselling credit card numbers, personal identi-
ties, and financial account information. ties, and financial account information. Financial losses related to
cybercrime—including the cost of the hardware, software, and various coun-
termeasures implemented to fight cybercrime—are estimated to be as high as
$400 billion annually worldwide.28 Figure 1.13 shows some commonly occur-
ring cybercrime incidents.

70

60

Percent organizations 50
reporting this incident
40 2011
2012

2013
30 2014

20

FIGURE 1.13 10

Commonly occurring 0
cybercrime incidences
Malware Loss of mobile Corporate Distributed
Cybercrime is a serious issue for
organizations. infection device espionage denial-of-service

cyberterrorism: The intimidation of Cyberterrorism is an increasing concern for organizations and countries
a government or a civilian population by around the globe. Cyberterrorism is the intimidation of a government or a
using information technology to disable civilian population by using information technology to disable critical national
critical national infrastructure (e.g., infrastructure (e.g., energy, transportation, financial, law enforcement, emer-
energy, transportation, financial, law gency response) to achieve political, religious, or ideological goals. Cyberter-
enforcement, emergency response) to rorists try on a daily basis to gain unauthorized access to a number of
achieve political, religious, or ideologi- important and sensitive sites, such as the computer systems of foreign intelli-
cal goals. gence agencies and government ministries as well as private companies
around the world. In particular, companies in the oil and gas industry are
seen as high-value targets. Some cyberterrorists are interested in taking con-
trol over the flow of oil and natural gas in computer-controlled refineries and
the movement of oil through pipelines. This could result in devastating
consequences—with oil and gas being cut off from freezing populations in
the dead of winter or skyrocketing prices at the gasoline pumps.

With organizations relying on information systems to accomplish their
mission and remain in operation, the security of information systems and
their data is of utmost importance. Organizations must safeguard their sys-
tems and confidential company data, including private customer and
employee information, against malicious acts of theft and disruption. How-
ever, the need for computer security must be balanced against other business

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CHAPTER 1 • An Introduction to Information Systems 31

needs. Business managers, IS professionals, and IS users all face a number of
complex trade-offs regarding IS security, such as the following:

● How much effort and money should be spent to safeguard against com-
puter crime? (In other words, how safe is safe enough?)

● What should be done if recommended computer security safeguards make
conducting business more difficult for customers and employees, resulting
in lost sales and increased costs?

● If a firm becomes a victim of a computer crime, should it pursue prosecu-
tion of the criminals at all costs, maintain a low profile to avoid the nega-
tive publicity, inform affected customers, or take some other action?

A strong security program begins by assessing threats to the organization’s
computers and network, identifying actions that address the most serious vul-
nerabilities, and educating end users about the risks involved and the actions
they must take to prevent a security incident. An organization’s IS security
group must lead the effort to prevent security breaches by implementing secu-
rity policies and procedures, as well as effectively employing available hardware
and software tools. However, no security system is perfect, so systems and pro-
cedures must be monitored to detect a possible intrusion. If an intrusion occurs,
there must be a clear reaction plan that addresses notification, evidence protec-
tion, activity log maintenance, containment, eradication, and recovery.

Ethical, Legal, and Social Issues of Information Systems

ethics: A set of beliefs about right and The use of information systems raises a number of ethical, legal, and social
wrong behavior. Ethical behavior issues, including job losses caused by increasingly sophisticated, humanlike
conforms to generally accepted social systems, invasion of privacy through various data collection programs, free-
norms—many of which are almost dom of expression versus censorship, and the issues caused by unequal
universally accepted. access to computer technology and the Internet.

Many organizations and professional associations have developed codes
of ethics to help guide their members in making difficult decisions, including
those connected to the use of information systems. Ethics is a set of beliefs
about right and wrong behavior. Ethical behavior conforms to generally
accepted social norms—many of which are almost universally accepted. In
many situations, the decision on what course of action to take is further com-
plicated because it involves significant value conflicts among the various sta-
keholders as to what is the fairest option to pursue. Such a decision
represents an ethical dilemma, and all parties involved can benefit when ethi-
cal considerations are introduced into the decision-making process.

The use of information about people (employees, customers, business
partners, etc.) requires balancing the needs of those who want to use the
information against the rights and desires of the people whose information
may be used. On the one hand, information about people is gathered, stored,
analyzed, and reported because organizations can use it to make better deci-
sions (see Figure 1.14). Some of these decisions can affect people’s lives
profoundly—whether or not to extend credit to a new customer, to hire one
job candidate versus another, or to offer a scholarship or not. In addition,
increased competitiveness in the global marketplace has intensified the need
to understand consumers’ purchasing habits and financial condition. Compa-
nies use information they gather about people to target marketing efforts to
consumers who are most likely to buy their products and services. Organiza-
tions also need basic information about existing customers in order to serve
them better. It is hard to imagine an organization having a relationship with
its customers without having data about them. Thus, many organizations
implement customer relationship management (CRM) systems that collect and
store key data from every interaction they have with a customer.

On the other hand, many people object to the data collection policies of gov-
ernment and other organizations because they believe such policies strip people

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32 PART 1 • Information Systems in Perspective

Sexual Web
orientation browsing
behavior
Work
history Associates
and

affiliations

Police Who Driving
record are record
you?

FIGURE 1.14 Medical Educational
history records
Much information is being
gathered about people Location Financial
data data
Personal privacy is difficult to
safeguard.

Internet censorship: The of the power to control their own personal information. In addition, many peo-
control or suppression of the publishing ple are concerned not only about the potential abuse that control of such data
or accessing of information on the may bring but also about the potential for data breaches, resulting in disclosure
Internet. of personal data. A combination of approaches—new laws, technical solutions,
and privacy policies—is required to effectively balance the needs of all sides.
digital divide: The gulf between
those who do and those who don’t have Internet censorship is the control or suppression of the publishing or
access to modern information and accessing of information on the Internet. Censorship can take many forms—
communications technology such as such as limiting access to certain Web sites, allowing access to only some con-
smartphones, personal computers, and tent or modified content at certain Web sites, rejecting the use of certain key
the Internet. words in search engine searches, tracking and monitoring the Internet activities
of individuals, and harassing or even jailing individuals for their Internet use.
net neutrality: The principle that For those fortunate enough to live in a nonauthoritarian country, it may be dif-
Internet service providers (ISPs) should ficult to even imagine that Internet censorship goes on. Yet many authoritarian
be required to treat all Internet traffic regimes rely on a mix of sophisticated technology and old-fashioned intimida-
running over their wired and wireless tion to ensure that dissent and the flow of free information online is repressed.
broadband networks the same—
without favoring content from some The digital divide is a term used to describe the gulf between those who
sources and/or blocking or slowing do and those who don’t have access to modern information and communica-
(also known as throttling) content from tions technology such as smartphones, personal computers, and the Internet.
others. Roughly 40 percent of the world’s population or around 3 billion people
have an Internet connection, but the worldwide distribution of Internet users
varies greatly from region to region.

Net neutrality is the principle that Internet service providers (ISPs) should
be required to treat all Internet traffic running over their wired and wireless
broadband networks the same—without favoring content from some sources
and/or blocking or slowing (also known as throttling) content from others. The
debate over net neutrality raises questions about how best to keep the Internet
open and impartial, while still offering ISPs sufficient incentive to expand their
networks to serve more customers and to support new services.

The rapid growth of the Internet of Things is being fueled by the increas-
ing availability of network access, the creation of more inexpensive smart
devices with sensors and network capabilities built into them, the rapid growth

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CHAPTER 1 • An Introduction to Information Systems 33

in smartphone penetration, and the creativity and innovation of people who are
able to see and capitalize on the almost unlimited opportunities.29 Clearly the

growth of the IoT will present major issues around Internet access.

Critical Robo-Advice for Millennials
Thinking
Exercise Your investment firm has been working hard to develop a robo-adviser service
that uses computer algorithms to provide financial planning for its millennial cli-
ents. There is widespread consensus across the investment community that millen-
nials raised in an environment of video games and social networks are looking for
just this kind of investment robo-advice service.

You are a member of a field test unit for the robo-advice service. Your team of
12 people has trained some 250 people (in the 25 to 35 target age range) in the
basics of investing and how to take best advantage of the robo-advice service. The
trial results have been discouraging. Many of the trial clients ignored the robo-advice
completely and simply turned into hyperactive traders, executing multiple trades per
week. Alarmingly, even those who followed the robo-advice did not fare well, losing
an average of 5 percent on their investments even though the market (as measured
by the S&P 500) increased nearly 4 percent during the six-month trial period.

Review Questions

1. What other fields besides investing might benefit from the use of a robo-
advice system?

2. What sort of legal, ethical, and social issues are raised when creating a robo-
advice type of system? Do the builders of such a robo-advice system owe a
special duty or responsibility to its users?

Critical Thinking Questions

The members of the field trial team are gathered to discuss their findings and
develop conclusions in advance of a meeting next week with the firm’s senior man-
agement team. Just 10 minutes into the meeting, it is clear that none of the field
trial team members feels confident that the new service is offering sound advice.
However, some members of the trial team argue that the roll-out of the service
should commence as planned; they maintain that problems can be identified and
fixed as more users come on board and the firm gains more experience working
with investors and the robo-advice system. Their rationale is based at least in part
on self-survival—to recommend against roll-out is probably a career-ending move,
as the firm has already invested so much in the program, which it has already
begun promoting to customers. Others members of the team argue that the product
is simply not ready for large-scale use. They argue that the current system should
be scrapped and the firm should forget about the idea of a robo-advice service.
1. Are there other alternative strategies for the robo-advice service that make

sense? Which approach would you recommend and why?
2. How might you present your approach to senior management in such a way

that it has a good chance of being accepted—and that the risk to your future
employment is minimized?

Summary

Principle:

The value of information is directly linked to how it helps decision
makers achieve the organization’s goals.

Data consists of raw facts; information is a collection of data organized and
processed so that it has additional value beyond the value of the individual
facts. The value of information created depends on the relationships defined

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34 PART 1 • Information Systems in Perspective

among existing data. Turning data into information is a process performed to
achieve a defined outcome. This process requires knowledge, which is the aware-
ness and understanding of a set of information and the ways in which that infor-
mation can be made useful to support a specific task or reach a decision.

Information has many different characteristics. It can be accessible, accu-
rate, complete, economical to produce, flexible, relevant, reliable, secure, sim-
ple to understand, timely, and verifiable. The importance of each of these
characteristics varies depending on the situation and the kind of decision you
are trying to make. The value of information is directly linked to how it helps
people achieve their organizations’ goals.

Principle:

Information systems are composed of fundamental components that must
be carefully assembled and integrated to work well together.

An information system (IS) is a set of interrelated components that collect,
process, store, and disseminate data and information; an information system
provides a feedback mechanism to monitor and control its operation to make
sure it continues to meet its goals and objectives.

A computer-based information system (CBIS) is a single set of hardware,
software, databases, networks, people, and procedures that are configured to
collect, manipulate, store, and process data into information.

An organization’s technology infrastructure includes all the hardware, soft-
ware, databases, networks, people, and procedures that are configured to col-
lect, manipulate, store, and process data into information.

Principle:

Managers have an essential role to play in the successful implementation
and use of information systems—that role changes depending on which
type of IS system is being implemented.

When considering the role of business managers in working with IS, it is
useful to divide information systems into three types: personal IS, group IS, and
enterprise IS.

For each type of IS, certain key organizational complements must be in
place to ensure successful implementation and use of the system. These com-
plements include well-trained workers, better teamwork, redesigned processes,
and new decision rights.

Principle:

An organization’s infrastructure technology forms the foundation upon
which its systems and applications are built.

Hardware consists of computer equipment used to perform input, proces-
sing, storage, and output activities.

Smartphones have become the primary device used by people around the
world to communicate, go online, and access and share information.

Software consists of computer programs that govern the operation of a
particular computing device, be it desktop, laptop, tablet, smartphone, or
some other device.

The trend of consumer technology practices influencing the way business
software is designed and delivered is called the consumerization of IT.

A database is an organized collection of facts and information, typically
consisting of two or more related files.

A data warehouse is a database that stores large amounts of historical data
in a form that readily supports analysis and decision making. An extract-
transform-load process is used to prepare the data for the data warehouse.

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CHAPTER 1 • An Introduction to Information Systems 35

Big data is a term used to describe collections of data that are so large and
complex that traditional database management software, hardware, and analy-
sis processes are incapable of dealing with them.

Networks connect computers and equipment in a room, building, campus, city,
across the country, or around the world to enable electronic communications.

With public cloud computing, a service organization owns and manages
the hardware, software, networking, and storage devices, with cloud user orga-
nizations (called tenants) accessing slices of shared resources via the Internet.

The Internet of Things (IoT) is a network of physical objects or things
embedded with sensors, processors, software, and network connectivity capa-
bility to enable them to exchange data with the manufacturer of the device,
device operators, and other connected devices.

The Internet of Everything (IoE) encompasses not only machine-
to-machine but also people-to-people and people-to machine connections. It
is estimated that the total number of devices connected to the Internet of Every-
thing could exceed 50 billion by the end of 2020.

Principle:

Organizations employ a variety of information systems to improve the
way they conduct business and make fact-based decisions.

E-commerce involves the exchange of money for goods and services over
electronic networks, and it encompasses many of an organization’s outward-
facing processes. Electronic business goes beyond e-commerce by using infor-
mation systems and networks to perform business-related tasks and functions.

A transaction processing system (TPS) is an information system used to
process and record business transactions.

A management information system (MIS) is an information system that pro-
vides routine information to managers and decision makers.

Many organizations are replacing their transaction processing systems and
management information systems with enterprise resource planning (ERP) sys-
tems that support their routine business processes, maintain records about
those processes, and provide extensive reporting and even data analysis capa-
bilities. At the core of a modern enterprise resource planning system is the
capability to support e-business and business analytics.

Business analytics is the extensive use of data and quantitative analysis to
support fact-based decision making within organizations.

Data scientists are people who understand the business and the business
analytics technology, while also recognizing the limitations of their data, tools,
and techniques. A data scientist puts all of this together to deliver real improve-
ments in decision making. To ensure the success of a business analytics pro-
gram, the management team within an organization must have a strong
commitment to data-driven decision making. Organizations that can put the
necessary components in place can act quickly to make superior decisions in
uncertain and changing environments to gain a strong competitive advantage.

A knowledge management system is an information system that stores and
retrieves knowledge, improves collaboration, locates knowledge sources, cap-
tures and uses knowledge, or in some other way enhances the knowledge man-
agement process.

Principle:

Strategic planning and project management are keys to ensuring that the
organization is working effectively on the right projects.

Strategic planning is a means to improve alignment between the business
and the information systems organization so that the IS organization and its
resources are focused on efforts that support the key objectives that are

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36 PART 1 • Information Systems in Perspective

important to the organization. This implies that IS and business managers have
a shared vision of where the organization is headed and agree on its key strat-
egies. This shared vision will guide the IS organization in hiring the right peo-
ple with the correct skills and competencies, choosing the right technologies
and vendors to explore and develop, installing the right systems, and focusing
on those projects that are needed to move the organization closer to its vision
and meeting its mission.

System acquisition is the process used to obtain information system resources
needed to provide the services necessary to meet a specific set of needs.

The three basic alternatives for obtaining software to meet users’ needs are:
buy off-the-shelf software, build a custom application, or choose a software
service provider.

Principle:

Information systems must be applied thoughtfully and carefully so that
society, organizations, and individuals around the globe can reap their
enormous benefits.

Cybercriminals are motivated by the potential for monetary gain. The finan-
cial losses from cybercrime—including the cost of the hardware, software, and
various countermeasures implemented to fight cybercrime—are estimated to be
as high as $400 billion annually worldwide. Cyberterrorism is also an increas-
ing concern for organizations and countries around the globe.

A strong security program begins by assessing threats to the organization’s
computers and network, identifying actions that address the most serious vul-
nerabilities, and educating end users about the risks involved and the actions
they must take to prevent a security incident.

Information systems play a fundamental and ever-expanding role in soci-
ety, business, and industry. But their use also raises a number of serious ethical,
legal, and social issues, including job losses caused by increasingly sophisti-
cated, humanlike systems; invasion of privacy through various data collection
programs; freedom of expression versus censorship; and the issues caused by
unequal access to computer technology and the Internet.

Many organizations and professional associations have developed codes of
ethics to help guide their members in making difficult decisions.

Key Terms enterprise resource planning (ERP) system
ethics
big data extract-transform-load (ETL)
business analytics extranet
business intelligence (BI) group IS
computer-based information system (CBIS) hardware
consumerization of IT information
cybercriminal information silo
cyberterrorism information system (IS)
data Internet
data scientist Internet censorship
data warehouse Internet of Everything (IoE)
database Internet of Things (IoT)
digital divide intranet
e-commerce knowledge
electronic business (e-business)
enterprise IS

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CHAPTER 1 • An Introduction to Information Systems 37

knowledge management system (KMS) project
management information system (MIS) public cloud computing
mobile commerce (m-commerce) software
net neutrality system acquisition
networks system development
open source software technology infrastructure
organizational complements transaction
personal IS transaction processing system (TPS)
procedure World Wide Web (WWW)
process

Chapter 1: Self-Assessment Test

The value of information is directly linked to how it Managers have an essential role to play in the suc-
helps decision makers achieve the organization’s cessful implementation and use of information
goals. systems—the role changes depending on which
type of IS system is being implemented.
1. is a collection of raw facts orga-

nized and processed so that it has additional 6. When considering the role of business managers

value beyond the value of the individual facts. in working with IS, it is useful to divide informa-

a. Data tion systems into these three types: .

b. Information a. enterprise IS, group IS, and personal IS

c. Knowledge b. small and simple, medium and multifaceted,

d. Expertise and large and complex

2. Turning data into information is a , c. operational, tactical, and strategic

or a set of logically related tasks performed to d. management support, operational, and enter-

achieve a defined outcome. prise systems

3. Two quality characteristics that are critical for 7. Which of the following is not a key organizational

data used in accounting for the management of complement that must be in place to ensure suc-

company assets, such as cash, inventory, and cessful implementation and use of the system?

equipment are . a. well-trained workers

a. flexibility and accuracy b. better teamwork

b. security and relevancy c. the latest technology

c. accuracy and completeness d. new decision rights

d. relevancy and economical An organization’s technology infrastructure forms

Information systems are composed of fundamental the foundation upon which its systems and applica-
components that must be carefully assembled and tions are built.
integrated to work well together.
8. are the primary device type used

4. Technology infrastructure includes all the hard- by people around the world to communicate, go

ware, software, , networks, people, online, and access and share information.

and procedures that are configured to collect, a. Personal computers

manipulate, store, and process data into b. Laptops

information. c. Smartphones

5. According to Jim Collins in his book Good to d. Tablets

Great, those who build great companies under- 9. The trend of consumer technology practices influ-

stand that the ultimate throttle on growth for any encing the way business software is designed and

great company is not markets, or technology, or delivered is called the .

competition, or products; rather, it is one thing 10. is a computing environment in

above all others: . which a service provider organization owns and

a. great customers manages the hardware, software, networking,

b. great systems and storage devices, with cloud user organiza-

c. great leadership tions (called tenants) accessing slices of shared

d. great people resources via the Internet.

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38 PART 1 • Information Systems in Perspective

Organizations employ a variety of information sys- 15. An IT organization not aligned with the key
tems to improve the way they conduct business and
make fact-based decisions. objectives of the business will .

a. be recognized as a technology leader in its

11. involves the exchange of money industry

for goods and services over electronic networks, b. find it difficult to even gain management

and it encompasses many of an organization’s support for its proposed efforts

outward-facing processes—such as sales, mar- c. be positioned to deliver a series of break-

keting, order taking, delivery, procurement of through projects

goods and services, and customer service—that d. be viewed as a partner with the business

touch customers, suppliers, and other business 16. The two fundamental strategies for system

partners. acquisition are: .

12. A is an organized collection of a. customize an existing package and acquire

people, procedures, software, databases, and open source software

devices that provides routine information to b. use a standard software package or customize

managers and decision makers. software

a. transaction processing system (TPS) c. build software in-house or contract for

b. management information system (MIS) software

c. enterprise resource planning (ERP) system d. buy off-the-shelf software or build a custom

d. supply chain management system application

13. Over time, decision support systems, executive Information systems must be applied thoughtfully
and carefully so that society, organizations, and
information systems, online analytical processing, individuals around the globe can reap their enor-
mous benefits.
business intelligence, and business analytics have

gained in capabilities and expanded in scope to

add new functionality, but they have all had the 17. Which of the following statements about com-
puter security is not true?
goal of . a. Cyberterrorism is an increasing concern for
organizations and countries around the globe.
a. processing business transactions as rapidly b. Information systems provide a new and
highly profitable venue for cybercriminals.
and accurately as possible c. The need for computer security must be bal-
anced against other business needs.
b. deriving the most value out of the data d. Educating end users about the risks involved
and the actions they must take to prevent a
available security incident is a not key part of any
security program.
c. providing routine information to managers
18. is a term used to describe the gulf
d. enabling the sharing of information across between those who do and those who don’t have
access to modern information and communica-
organizations units tions technology such as smartphones, personal
computers, and the Internet.
14. An organized collection of people, procedures,

software, databases, and devices that

stores and retrieves knowledge, improves

collaboration, locates knowledge sources,

and captures and uses knowledge is called

a.

Strategic planning and project management are
keys to ensuring that the organization is working
effectively on the right projects.

Chapter 1: Self-Assessment Test Answers

1. b 10. Cloud computing
2. process 11. E-commerce
3. c 12. b
4. databases 13. b
5. d 14. knowledge management system
6. a 15. b
7. c 16. d
8. c 17. d
9. consumerization of IT 18. Digital divide

Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203

CHAPTER 1 • An Introduction to Information Systems 39

Review Questions

1. How is data different from information? How is 12. What is cloud computing?
information different from knowledge? 13. What is an extranet and how is one used?
14. How is the Internet of Everything different from
2. Identify and briefly define six characteristics that
describe the quality of data. the Internet of Things?
15. How would you distinguish between e-commerce
3. What is an information system? What is the role of
feedback in a system? and e-business?
16. Briefly describe the differences among transac-
4. Identify the six basic components of any
computer-based information system. tion processing systems, management informa-
tion systems, and enterprise resource planning
5. What is meant by an organization’s technology systems.
infrastructure? 17. What is meant by the term “business analytics”?
What other terms have been used for business
6. When considering the role of business managers analytics systems?
in working with IS, it is useful to divide informa- 18. What is knowledge management? How might it
tion systems into three types. Name and briefly be used?
describe those three types. 19. What are the components of a shared vision on
which the business and IS organization must
7. Identify and briefly describe the four key organi- agree?
zational complements that must be in place to 20. Identify an advantage and a potential disadvan-
ensure successful implementation and use of an tage of using open source software.
information system. 21. What is the difference between a cybercriminal
and a cyberterrorist?
8. Define the term “software.” What are the two 22. Identify three specific social issues associated
primary types of software? How are they with the use of information systems.
different?

9. What is meant by the phrase consumerization of IT?
10. What is the extract-transform-load process?
11. Define the term “big data.”

Discussion Questions

1. What do you hope to learn from this course that 9. An organization has struggled for over three
will make it worthwhile for you? Do you think a years in an attempt to implement and use an
basic understanding of information systems is ERP system. It has finally decided to scrap
important to you? Why or why not? this system, at great cost, and convert to a
new ERP system from a different vendor.
2. Describe how you might use information systems Identify and discuss actions management
in a career area of interest to you. should take to ensure the success of the new
system.
3. How might completing this course help you in
some of the courses you will take during your 10. Identify specific benefits of the cloud computing
academic career? model. Can you identify any potential risks asso-
ciated with using this approach?
4. It has been estimated that the amount of digi-
tal data is doubling every two years. Discuss 11. Describe three exciting new applications that are
some technological and social implications and becoming feasible as a result of the growth of the
issues associated with this rapid growth of Internet of Everything.
data.
12. Do research to identify a company that has gone
5. What are some of the social implications of the beyond e-commerce to use information systems
use of smartphones by an increasing percentage and networks to achieve an e-business environ-
of the world’s population? ment to perform business-related tasks and func-
tions. Briefly describe the scope of the company’s
6. Which of your school’s information systems is the e-business functions.
worst or most difficult for you to deal with?
Describe an ideal system that would replace this 13. Identify a specific company that could benefit
one. What role might students play in defining from the use of big data and business analytics.
and building this replacement system? What sort of data is required? How might this
data be used in decision making?
7. Discuss why it is critical for information systems
to be linked to the business objectives of an 14. What are the cornerstones to an organization’s
organization. security program?

8. For an industry of your choice, describe how a CBIS
could be used to reduce costs or increase profits.

Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203

40 PART 1 • Information Systems in Perspective you would like each potential career area on a
scale from 1 (“don’t like”) to 10 (“like the most”).
Problem-Solving Exercises Sort the careers from high to low rating and print
the results. Sort the table according to annual
1. Prepare a data disk and a backup disk (using USB salaries, from high to low, and then print the
flash drives) for the problem-solving exercises resulting table. Sort the table from the most liked
and other computer-based assignments you will to least liked, and then print the results.
complete in this class. Create one folder for each 3. Use presentation software to create a set of three
chapter in the textbook (you will need 14 folders slides that identifies the top three things you
total). As you complete the problem-solving hope to learn from this course and why each is
exercises and other work for each computer, save important to you. If requested, share your find-
your assignments in the appropriate chapter ings with the instructor and/or class.
folder. Designate one disk as your working copy
and the other as your backup.

2. Create a table that lists 10 or more possible career
areas—including estimated annual salaries and
brief job descriptions. Rate how much you think

Team Activities the courses each team member has taken, a
summary of employment, and the expected
1. Before you can do a team activity, you need a graduation date of each team member. Send the
team. As a class member, you might create your report to your instructor via email.
own team, or your instructor might assign mem- 3. With your team, use an Internet search engine
bers to groups. After your group has been or skim through several business periodicals
formed, meet and introduce yourselves to each (Bloomberg Businessweek, Computerworld,
other. Find out the first name and contact infor- Forbes, InformationWeek, PC World, Wall
mation for each member. Find out one interesting Street Journal, Wired, etc.) to find recent arti-
fact about each member of your team as well. cles that describe potential social or ethical
Brainstorm a name for your team. Put the infor- issues related to the use of the Internet of
mation on each team member into a database and Things. Use word-processing software to write
print enough copies for each team member and a one-page report summarizing your findings.
your instructor. Identify one or two issues that you think are
most significant.
2. With the other members of your group, use word-
processing or group collaboration software to
write a summary of the members of your team,

Web Exercises message to your instructor about what you
found.
1. Throughout this book, you will see how the 2. Do research on the Web to find information on
Internet provides a vast amount of information Internet censorship. Identify those countries with
to individuals and organizations, and you will the strongest degree of Internet censorship, and
examine the important role the Web plays. Most state specific reasons why those countries are so
large universities and organizations have an poorly rated.
address on the Internet (a Web site or home 3. Go to the Web site for the U.S. Bureau of Labor
page). The address of the Web site for this Statistics, and find information about the occu-
publisher is www.cengage.com. You can gain pations with the greatest projected job growth in
access to the Internet through a browser, such terms of the number of people who will be
as Internet Explorer or Firefox. Using an Inter- needed. Use a graphics program to illustrate the
net browser, go to the Web site for this pub- growth of the 10 fastest growing occupations.
lisher. What did you find? Try to obtain Write a brief summary of your findings.
information about this book. You might be
asked to develop a report or send an email

Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203

Career Exercises CHAPTER 1 • An Introduction to Information Systems 41

1. In the Career Exercises section found at the end these characteristics in rank order based on their
of every chapter, you will explore how material relative importance to you.
in the chapter can help you excel in your college 2. Research two or three possible careers that inter-
major or chosen career. Identify 10 job charac- est you. Create a report describing the job
teristics that are important to you in selecting opportunities, job responsibilities, job character-
your career (e.g., involves travel to foreign coun- istics, and possible starting salaries for each
tries, requires working in a project team). Place career area.

Case Studies

Case One Critical Thinking Questions:

Connecting Patient Monitoring Devices to EHRs 1. What benefits can be achieved through the successful
implementation of EHRs? What additional benefits will
An electronic health record (EHR) is a computer-readable be gained by feeding data directly from patient moni-
record of health-related information on an individual. The toring devices directly into EHRs?
compiled data in an EHR can include information about
patient demographics, medical history, family history, 2. Can you identify any legal, ethical or social concerns
immunization records, laboratory data, ongoing health with the use EHRs? What additional concerns arise
problems, progress notes, medications, vital signs, and from connecting patient monitoring devices to the IoT?
radiology reports. Ideally, EHRs incorporate data from all
healthcare facilities a patient uses, making the data easily 3. What actions need to be taken by EHR software ven-
accessible to healthcare professionals. dors, patient monitoring device vendors, government
agencies, and hospital administrators to enable patient
EHRs hold out the promise of improving health care monitoring devices to be safely and reliably connected
and reducing costs, but for now, many hospitals are to EHRs?
struggling to automate the capture of raw data from the
various patient monitoring devices—such as vital sign SOURCES: Atherton, Jim, “Development of the Electronic Health
monitors, ventilators, and electrocardiogram machines—and Record,” AMA Journal of Ethics, March 2011, http://journalofethics.ama-
pass the data directly into each patient’s EHR. This task is assn.org/2011/03/mhst1-1103.html; Tahir, Dennis, “Getting the Data
made more difficult because different devices and/or Stream Flowing: Hospitals Want Monitoring Devices and EHRs to
vendors often use different standards for communicating Communicate,” Modern Healthcare, May 9, 2015, www.modernhealth
over the network. As a result, specialized software is care.com/article/20150509/MAGAZINE/305099980.
required to receive the data and translate it into a form
suitable for updating the EHR. Until communications Case Two
standards are implemented across the healthcare industry,
each new piece of monitoring equipment that outputs a BMW: Automaker Competes on the Digital Front
nonstandard signal requires a new interface with the EHR.
So if a promising new vital sign monitoring device is One of the biggest trends driving competition in the auto
developed, some hospitals looking to use the device may be industry in recent years is the race to offer new and better
required to create a new software middleware layer to “connected-car” technologies—including those that enhance
connect the new device to the EHR. Connecting monitoring safety, monitor maintenance requirements, provide Internet
devices and EHRs is expected to become a major business connectivity, and offer seamless integration with
growth area over the next decade. smartphones and wearable devices. A 2015 study of the
worldwide auto industry projected that customer spending
Many software vendors and device manufacturers are on connected-car technologies will exceed €40 billion ($42
moving quickly to capitalize on the opportunities involved billion) in 2016; that number is expected to more than triple
with automating the many clinical-support activities that to €122 billion ($129 billion) by 2021. Tech-savvy consumers
involve monitoring devices. The Center for Medical increasingly expect their cars to serve as extensions of their
Interoperability has enlisted many of the nation’s largest personal technology, and one company working hard to
healthcare systems as part of its effort to strongly encourage exceed those expectations is German automaker Bayerische
device vendors to adopt communications standards that will Motoren Werke AG—or BMW, as it is more commonly
ease the problems with interoperability. The Food and Drug known.
Administration is working to encourage the development of
interoperable devices by defining some 25 device standards. BMW was founded in 1916 as a manufacturer of aircraft
Solving the interoperability problem will require an engines, but the company soon branched out into other
agreement on standards through the cooperation of multiple areas. Today, the BMW Group manufactures motorcycles in
stakeholders. addition to its three premium car brands (BMW, MINI, and
Rolls-Royce), and it is now represented in over 140

Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203

42 PART 1 • Information Systems in Perspective

countries—including 30 production locations in 14 countries. BMW has explored possible partnerships with technology
With close to 2 million cars sold in 2014, BMW is one of the companies such as Apple. Currently, however, the auto
world’s most-recognized luxury car brands, with a reputation maker is focused on building up its in-house expertise and
for consistently delivering high-quality cars built on a speeding up its internal software development cycles. In
foundation of advanced mechanical engineering. To maintain 2014, BMW spent over €4.5 billion ($4.75 billion) on research
its edge, BMW is now expanding its focus to find ways to and development, and it spent, on average, more than €6,000
improve its cars through cutting-edge technological ($6,370) per car on connected-car technology. BMW is
innovations. making it clear to potential customers and competitors alike
that is committed to competing and winning on the digital
According to Dieter May, BMW’s digital business models front.
senior vice president, “Our competitor is not Audi, Jaguar
Land Rover or Mercedes, but the space of consumer Critical Thinking Questions:
electronics players.” As May sees it, one of the biggest
questions facing BMW—and other auto makers—in the 1. Other than selling more cars, what potential benefits
coming years is “How do we take the connected home, do connected-car technologies offer auto makers such
personal digital assistants, and advanced sensor technology, as BMW in terms of enhancing long-term customer
and connect all these trends?” relationships?

BMW has responded to this question by building an 2. What responsibilities does BMW have to its
extensive array of new technologies into its latest models. customers regarding the data it captures via the
Through BMW’s iDrive information and entertainment various connected car technologies that it builds into
system, drivers can access ConnectedDrive, a portal offering its cars?
a wide range of location-based services, including concierge
services, real-time traffic information, and access to more 3. Of the primary components of an ERP system that
than 12.6 million searchable “points of interest,” ranging were identified in this chapter, which modules are
from gas stations to restaurants to tourist attractions. Another likely to be of highest importance to BMW if it con-
ConnectedDrive feature, the Head-Up Display, projects tinues to focus on in-house development of new tech-
important driving information—such as current speed and nological features and services rather than partnering
warnings from the car’s night vision system—on the with an established personal technology company,
windshield, allowing the driver to keep his or her eyes on the such as Google or Apple? Would those tools need to
road. The Speed Limit Info feature uses a car-mounted change if BMW establishes a long-term partnership
camera along with data from the navigation system to keep with a technology company?
drivers informed of current speed limits, including those in
effect due to road construction and weather conditions. SOURCES: Muller, Joann, “5 Big Trends Driving The Auto Industry in
ConnectedDrive, which can be controlled from the driver’s 2015,” Forbes, January 19, 2015, www.forbes.com/sites/joannmuller
smartphone, also offers mobile office features, such the /2015/01/05/5-big-trends-driving-the-auto-industry-in-2015; Vierecki,
ability to dictate and send messages, and a ConnectedDrive Richard, Ahlemann, Dietmar, Koster, Alex, and Jursch, Sebastian,
Store, where users can purchase apps and services directly “Connected Car Study 2015: Racing Ahead with Autonomous Cars and
through the iDrive interface. And at the high end of BMW’s Digital Innovation,” Strategy&, September 15, 2015, www.strategyand.
model line, the 7 Series full-size sedan, BMW’s flagship pwc.com/global/home/what-we-think/reports-white-papers/article-dis
vehicle, is the first model to accept gesture-control play/connected-car-2015-study; “Annual Report 2014,” BMW Group,
commands for the iDrive display as well as a completely www.bmwgroup.com/e/0_0_www_bmwgroup_com/investor_relations
automated self-park feature that can be operated when the /finanzberichte/geschaeftsberichte/2014/_pdf/12507_GB_2014_en_Fi
driver is outside the vehicle. nanzbericht_Online.pdf, accessed November 23, 2015; Murphy, Margi,
“BMW Internalizes IT to Claw Back Customer Data,” ComputerworldUK,
BMW is also working to ensure that the car-buying June 24, 2015, www.computerworlduk.com/news/data/bmw-our-compe
experience is keeping up with customers’ expectations by titor-is-not-audi-jaguar-land-rover-or-mercedes-but-consumer-electro
encouraging its dealerships to create more digital nics-players-3616944; Green, Chloe, “Rise of the Intelligent Car,”
showrooms, with flat screen displays and virtual InformationAge, July 7, 2015, www.information-age.com/industry/soft
demonstrations to appeal to the many customers who are ware/123459790/rise-intelligent-car-how-digital-technologies-are-creat
accustomed to the online shopping experience. In addition, ing-third-wave-car-makers; “BMW ConnectedDrive,” BMW USA, www
BMW is adding “product geniuses”—like those found in .bmwusa.com/standard/content/innovations/bmwconnecteddrive/con
Apple’s retail stores—to its showrooms. The specialists have necteddrive.aspx#home, accessed November 28, 2015; “7 Series,” BMW
no responsibility to sell; their job is simply to spend USA, www.bmwusa.com/bmw/7series, accessed November 28, 2015;
whatever time is necessary to explain and demonstrate each Taylor, Edward and Love, Julia, “Tim Cook Visited BMW in Germany to
car’s various technological features to potential BMW Learn How to Build an Electric Car,” Business Insider, July 31, 2015,
customers. www.businessinsider.com/r-apple-bmw-in-courtship-with-an-eye-on
-car-collaboration-2015-7; “BMW Tosses Salesmen for ‘Geniuses,”
To continue to develop the complex technological The Wall Street Journal, February 19, 2014, www.wsj.com/articles
innovations it needs to maintain its edge over competitors, /SB10001424052702304450904579364833799765354.

Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203

CHAPTER 1 • An Introduction to Information Systems 43

Notes

1. Haselkorn, Erin, “To Be a Marketing Master Mind, You 16. “Cloud Computing Options,” PC Today, June 2014.
Need Quality Data,” Experian Marketing Services, April 17. “AWS Case Study: Netflix,” Amazon Web Services,
15, 2014, www.experian.com/blogs/marketing-forward/
2014/04/15/to-be-a-marketing-mastermind-you-need- https://aws.amazon.com/solutions/case-studies/netflix/?
quality-data. pg=main-customer-success-page, accessed September
26, 2015.
2. Shah, Jay, “Calculate the Cost of Bad Data Using This 18. “Implementation of Intranets,” Innovaction Research
Easy Equation,” Informed Logix, April 2, 2015, www. Group, www.innovactiongroup.com/Corporate-Intra
infogix.com/calculate-cost-bad-data-easy-equation. nets, accessed June 16, 2015.
19. “Internet of Things: FTC Staff Report and a New Publi-
3. Collins, Jim, Good to Great: Why Some Companies Make the cation for Businesses,” Federal Trade Commission, Jan-
Leap and Others Don’t, New York: Harper Business, 2001. uary 2015, www.ftc.gov/system/files/documents/reports/
federal-trade-commission-staff-report-november-2013-
4. Carroll, Ron, “People Are the Most Important System workshop-entitled-internet-things-privacy/150127iotrpt.
Component,” Box Theory, www.boxtheorygold.com/ pdf.
blog/bid/12164/People-Are-the-Most-Important-System- 20. Bradley, Joseph, Barbier, Joel, and Handler, Doug,
Component, accessed June 10, 2015. “Embracing the Internet of Everything to Capture Your
Share of $14.4 Trillion,” Cisco White Paper, www.
5. Laurianne McLaughlin, “Kroger Solves Top Customer cisco.com/web/about/ac79/docs/innov/IoE_Economy.
Issue: Long Lines,” InformationWeek, April 2, 2014, pdf.
www.informationweek.com/strategic-cio/executive- 21. Kuehner-Hebert, Katie, “GE to Launch ‘Internet of
insights-and-innovation/kroger-solves-top-customer- Things’ Service,” CFO, August 5, 2015, http://ww2.cfo.
issue-long-lines/d/d-id/1141541. com/the-cloud/2015/08/ge-launch-internet-things-
service.
6. “2 Billion Consumers Worldwide to Get Smart(phones) 22. “NARCOMS MS Research Effort Seeks Participants: MS
by 2015,” eMarketer, December 11, 2014, www.emark Registry Enables Researchers to Find Solutions for Peo-
eter.com/Article/2-Billion-Consumers-Worldwide-Smart ple with MS,” National Multiple Sclerosis Society, March
phones-by-2016/1011694. 16, 2015, www.nationalmssociety.org/About-the-Society/
News/NARCOMS-MS-Research-Effort-Seeks-Participants-
7. “Global Smartphone Shipments Forecast from 2010 to MS-R.
2019 (in million units),” The Statistics Portal, www.sta 23. Schwartz, C.E., Bode, R.K., and Vollmer, T, “The Symp-
tista.com/statistics/263441/global-smartphone-shipments- tom Inventory Disability-Specific Shorts Forms for MS:
forecast, accessed June 11, 2015 and “Forecast for Global Reliability and Factorial Structure,” Archives of Physical
Shipments of Tablets, Laptops and Desktop PCs from Medicine and Rehabilitation. March 21, 2012, www.
2010 to 2019 (in million units),” Statistica, www.statista. ncbi.nlm.nih.gov/pubmed/22446293.
com/statistics/272595/global-shipments-forecast-for- 24. Buchanan, Leigh, “The New York Bakery That Hires
tablets-laptops-and-desktop-pcs, accessed June 10, 2015. Everyone, No Questions Asked,” Inc., September 21,
2015, www.inc.com/leigh-buchanan/greyston-bakery-
8. “Number of Android Applications,” App Brain Stats, June hires-everyone-no-questions-asked.html.
11, 2015, www.appbrain.com/stats/number-of-android- 25. Luttrell, Anne, “NASA’s PMO: Building and Sustaining a
apps. Learning Organization,” Project Management Institute,
www.pmi.org/Learning/articles/nasa.aspx, accessed
9. “Number of Apps Available in Leading App Stores as of June 26, 2015.
May 2015,” The Statistics Portal, www.statista.com/statis 26. “About|Penn National Gaming,” www.pngaming.com/
tics/276623/number-of-apps-available-in-leading-app- About, accessed November 4, 2015.
stores, accessed June 12, 2015. 27. “Big, Bang Boom,” Huffington Post, http://big.assets.huf
fingtonpost.com/BigBangBoom.pdf, accessed May 30,
10. Harris, Derrick, “Why Apple, eBay, and Walmart Have 2015.
Some of the Biggest Data Warehouses You’ve Ever 28. Durbin, Steve, “Cyber Crime: Battling a Growth Indus-
Seen,” GIGAOM, March 27, 2013, https://gigaom.com/ try,” The Connected Business, September 5, 2014, www.
2013/03/27/why-apple-ebay-and-walmart-have-some- ft.com/cms/s/2/34cb2b04-34cf-11e4-ba5d-00144feabdc0.
of-the-biggest-data-warehouses-youve-ever-seen. html#axzz3atmza4RA.
29. Morgan, Jacob, “A Simple Explanation of ‘The Internet of
11. Ibid. Things’,” Forbes, May 13, 2014, www.forbes.com/sites/
12. Ibid. jacobmorgan/2014/05/13/simple-explanation-internet-
13. Vowler, Julia, “US Data Warehousing to Make the Most things-that-anyone-can-understand.

of Web Data,” ComputerWeekly.com, www.computer
weekly.com/feature/US-data-warehousing-to-make-the-
most-of-Web-data, accessed January 19, 2014.
14. Williams, David, “EMC: World’s Data Doubling Every
Two Years...,” IT Brief, April 15, 2014, http://itbrief.co.
nz/story/emc-worlds-data-doubling-every-two-years.
15. “Big Data: A New World of Opportunities,” NESSI,
December 2012, www.nessi-europe.com/Files/Private/
NESSI_WhitePaper_BigData.pdf.

Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203

2CHAPTER Information Systems in
Organizations

Rawpixel.com/Shutterstock.com
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Did YouKnow?

• Outsourcing can be an effective strategy, but it doesn’t implementing change.” These strategies are designed
to help employees embrace change and the new way of
always work. Boeing made a strategic decision to out- working and can mean the difference between success
source development of the 787 Dreamliner aircraft with a and failure of change efforts.
goal of reducing costs and cutting development time by
two years. However, complications led to a temporary • Technology is one of the fastest-growing areas in the
worldwide grounding of the aircraft a little more than a
year after its launch, denting the plane’s public reputation. U.S. economy, and information systems professionals
such as software developers, computer systems ana-
• Successful companies such as General Electric have lysts, computer support specialists, and data scientists
are in high demand.
developed strategies for addressing the “soft side of

Principles Learning Objectives

• Organizations are open systems that affect and • Sketch a general model of an organization show-
are affected by their surrounding environment. ing how information systems support and work
within the automated portions of an organizational
• Positive change is a key ingredient for any process.
successful organization.
• Define the term value chain and identify several
• Information systems must be implemented in examples within a typical manufacturing or ser-
such a manner that they are accepted and work vice organization.
well within the context of an organization and
support its fundamental business goals and • Define the term innovation and identify two types.
strategies.
• Define reengineering and continuous improve-
• The information system worker functions at the ment and explain how they are different.
intersection of business and technology and
designs, builds, and implements solutions • Discuss the pros and cons of outsourcing, off-
that allow organizations to effectively leverage shoring, and downsizing.
information technology systems.
• Define the term “the soft side of implementing
change,” and explain why it is a critical factor
in the successful adoption of any major change.

• Identify and briefly describe four change models
that can be used to increase the likelihood of
successfully introducing a new information
system into an organization.

• Define the types of roles, functions, and
careers available in the field of information
systems.

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46 PART 1 • Information Systems in Perspective

Why Learn about Information Systems
in Organizations?

After graduating, a management major might be hired by a transportation company and be assigned to
an information system project designed to improve employee productivity. A marketing major might use
a software application to analyze customer needs in different areas of the country for a national retailer.
An accounting major might work for a consulting firm using an information system to audit a client
company’s financial records. A real estate major might work in a virtual team with clients, builders, and
a legal team whose members are located around the world. A biochemist might conduct research for a
drug company and use a computer model to evaluate the potential of a new cancer treatment. An
entrepreneur might use information systems to advertise and sell products and bill customers.

Although your job might be different from those in the above examples, throughout your career,
you will almost certainly use information systems to help you and your organization become more
efficient, effective, productive, and competitive. However, the implementation of new information
systems has a major impact on an organization, affecting people’s roles and responsibilities, their
day-to-day routines and processes for accomplishing work, who they interact with, what skills and
knowledge they need, and how they are rewarded and compensated. The resulting changes can be
highly disruptive and agonizing to work through, and as a result, the introduction of a new system often
faces considerable resistance. As a manager in an organization undergoing such change, you must
anticipate resistance and work actively to mitigate it. Failure to rise to this challenge can lead to the
failure of a promising information system project.

This chapter provides the information and tools you need to better understand people’s resistance
to change and management’s role in overcoming this resistance.

As you read this chapter, consider the following:

• Why is there a natural resistance to the implementation of new information systems?
• What must leaders do to prepare their organization for the changes that accompany the successful

adoption of a new information system?

Information systems (IS) continue to have a major impact on the role of
workers and on how organizations as a whole function. While information
systems were once used primarily to automate manual processes, today
they are transforming the nature of work itself and, in many cases, the
nature of the products and services offered. Organizational leaders have an
essential role in preparing the organization to not just accept but to
embrace the changes necessary for success. In this chapter and throughout
the book, you will explore the benefits and issues associated with the use
of information systems in today’s organizations around the globe.

Organizations and Information Systems

organization: A group of people that An organization is a group of people that is structured and managed to meet
is structured and managed to meet its its mission or set of group goals. “Structured” means that there are defined
mission or set of group goals. relationships between members of the organization and their various activi-
ties, and that processes are defined that assign roles, responsibilities, and
authority to complete the various activities. In many cases, the processes are
automated using well-defined information systems. Organizations are consid-
ered to be open systems, meaning that they affect and are affected by their
surrounding environment. See Figure 2.1.

Providing value to a stakeholder—customer, supplier, partner, share-
holder, or employee—is the primary goal of any organization. The value
chain, first described by Michael Porter in a classic 1985 Harvard Business
Review article titled “How Information Gives You Competitive Advantage,”

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CHAPTER 2 • Information Systems in Organizations 47

Environment - Competition - Economy
- Customers - Shareholder - Business partners
- Suppliers - Governments - Industry
- Technology

Inputs Transformation process Outputs Goods and
- Capital - Alteration - Goods services
- Equipment - Manufacture - Services
- Facilities - Transportation - Feedback
- Materials - Storage
- Supplies
- Labor
- Knowledge

Feedback Corrective
data actions

Corrective Monitoring and control
actions
Feedback
data

FIGURE 2.1

General model of an organization

Information systems support and work within the automated portions of an organizational process.

value chain: A series (chain) of reveals how organizations can add value to their products and services.
activities that an organization performs The value chain is a series (chain) of activities that an organization performs
to transform inputs into outputs in such to transform inputs into outputs in such a way that the value of the input is
a way that the value of the input is increased. An organization may have many value chains, and different organi-
increased. zations in different industries will have different value chains. As an example
of a simple value chain, the gift wrapping department of an upscale retail
supply chain: A key value chain store takes packages from customers, covers them with appropriate, decora-
whose primary activities include tive wrapping paper, and gives the package back to the customer, thus
inbound logistics, operations, outbound increasing the customer’s (and the recipient’s) perceived value of the gift.
logistics, marketing and sales, and
service. In a manufacturing organization, the supply chain is a key value chain
whose primary activities include inbound logistics, operations, outbound
logistics, marketing and sales, and service. See Figure 2.2. These primary

Suppliers Receiving Storage Advertising Customer service
Raw material Storage Shipping Promoting
Transportation Manufacturing Selling
Storage

Inbound Operations Outbound Marketing Services
logistics logistics and sales

Technology infrastructure, including information systems

FIGURE 2.2 Human resource management

Supply chain

The primary and support activities of Accounting and finance
the manufacturing supply chain are

concerned with creating or deliver- Procurement
ing a product or service.

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48 PART 1 • Information Systems in Perspective

supply chain management activities are directly concerned with the creation and/or delivery of the prod-
(SCM): The management of all the uct or service. The supply chain also includes four main areas of support
activities required to get the right prod- activities, including technology infrastructure, human resource management,
uct into the right consumer’s hands in accounting and finance, and procurement. (Technology infrastructure includes
the right quantity at the right time and at not only research and development but also information systems hardware,
the right cost—from the identification of software, databases, and networks.)
suppliers and the acquisition of raw
materials through manufacture and The concept of value chain is also meaningful to companies that don’t
customer delivery. manufacture products, including tax preparers, restaurants, book publishers,
legal firms, and other service providers. By adding a significant amount of
value to their products and services, companies ensure their success.

Supply chain management (SCM) encompasses all the activities
required to get the right product into the right consumer’s hands in the
right quantity at the right time and at the right cost—from the identification
of suppliers and the acquisition of raw materials through manufacture and
customer delivery. The organizations that compose the supply chain are
“linked” together through both physical flows and information flows.
Physical flows involve the transformation, movement, and storage of sup-
plies and raw materials. Information flows allow participants in the supply
chain to communicate their plans, coordinate their work, and manage the
efficient flow of goods and material up and down the supply chain. See
Figure 2.3.

FIGURE 2.3 Nataliya Hora/Shutterstock.com

Ford Motor Company
assembly line

Ford Motor Company’s use of infor-
mation systems is a critical support
activity of its supply chain. The
company gives suppliers access to
its inventory system so that the sup-
pliers can monitor the database and
automatically send another shipment
of parts, such as engine parts or
bumpers, eliminating the need for
purchase orders. This procedure
speeds delivery and assembly time
and lowers Ford’s inventory-carrying
costs.

Organizations are constantly fine-tuning and adjusting their supply chain.
For example, many companies are increasing their use of free shipping to cus-
tomers in hopes of increasing sales and profits. Amazon is experimenting with
AmazonFresh, a Web site that offers fast, free delivery of groceries on orders
over $35 and other products in the Los Angeles and Seattle areas. Customers
can place an order by 10 am and have it by dinner; orders placed by 10 pm
will be delivered by breakfast time. The e-commerce giant is also experiment-
ing with a new drive-up store concept that will allow consumers to order gro-
cery items online and then schedule a pickup at a dedicated facility. Many
organizations are also outsourcing much of their outbound distribution activi-
ties, including the storage and shipping of finished products to customers

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CHAPTER 2 • Information Systems in Organizations 49

and the return of items from customers. Amazon, DHL, FedEx, Rakuten, Ship-
wire, UPS, and other companies are highly skilled and efficient at performing
these functions.

What role do information systems play in supply chain management activ-
ities and other organizational activities? A traditional view of information sys-
tems holds that organizations use them to control and monitor processes and
to ensure effectiveness and efficiency. In this view, information systems are
external to the supply chain management process and serve to monitor or
control it.

A more contemporary view, however, holds that information systems are
often so intimately involved that they are part of the process itself. From this
perspective, the information system plays an integral role in the process,
whether providing input, aiding product transformation, or producing output.
Zara and Coles are two examples of organizations that have incorporated
information systems into the supply chain and made them integral parts of
this process.

Zara is a Spanish clothing and accessories retailer with headquarters in
Arteixo, Spain, and 2,000 stores spread across 88 countries.1 Its founder,
Amancio Ortega, had humble origins, but today is the third richest man in
the world. Consumer clothing trends are constantly changing, creating a
highly competitive environment in which companies compete not only on
price but also on their ability to deliver products that are new and stimulat-
ing to their customers. To meet this challenge, Zara has developed an
extremely responsive supply chain that enables it to go from design stage
to sales floor in a maximum of three weeks rather than the six-month indus-
try average. Zara can deliver new products twice a week to its stores
around the world. Mobile computers and point-of-sales systems are used to
capture and review data from stores on an hourly basis to spot new trends
as early as possible. This data includes sales and inventory data and anec-
dotal information gleaned by sales assistants as they chat with customers
and as the sales assistants gather unsold items that customers tried on, but
left in fitting rooms. All this data is sent to Zara’s headquarters where it is
carefully analyzed by design teams who decide what new designs will be
prototyped and produced in small quantities to see what sells. In addition,
inventory optimization models help the company determine the quantities
and sizes of existing items that should be delivered to each store.
Zara’s outstanding supply chain (which includes information systems as an
integral component) has led to improved customer satisfaction, decreased
risks of overstocking the wrong items, reduced total costs, and increased
sales.2

Coles is the second largest supermarket chain in Australia. The company
employs advanced analytics to improve consumer demand forecasts, and it
uses sophisticated customer-loyalty analysis tools to deepen its understanding
of customer buying patterns so it can plan effective marketing programs.
Coles uses a supplier portal that supports effective working relationships
between the chain and its more than 3,000 suppliers, providing better coordi-
nation and communications, which, in turn, help the company reduce costs
and achieve consistent delivery times along the supply chain. The portal also
provides suppliers with information they can use to assess their performance
and identify opportunities of improvement. Coles works closely with suppliers
to take effective measures toward continuous improvement, including frank
discussions about opportunities for improvement.3 All these actions have
gone a long way toward reducing the number 1 complaint from Coles’
customers—item stockouts. They have also paved the way for improved
inventory management and better supplier relationships.4

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50 PART 1 • Information Systems in Perspective

virtual team: A group of individuals Virtual Teams and Collaborative Work
whose members are distributed geo-
graphically, but who collaborate and A virtual team is a group of individuals whose members are distributed geo-
complete work through the use of graphically, but who collaborate and complete work through the use of infor-
information systems. mation systems. The virtual team may be composed of individuals from a
single organization or from multiple organizations. The team can consist of
just two people up to hundreds of team members. One benefit of virtual
teams is that they enable organizations to enlist the best people in different
geographical regions to solve important organizational problems. Another
benefit is that they provide the ability to staff a team with people who have a
range of experience and knowledge that stems from a variety of professional
experiences and cultural backgrounds.

Often, it is difficult for members of a large virtual organization to meet at
a time that is convenient for everyone on the team due to the time zone dif-
ferences in their various geographic locations. Thus, members of a virtual
team may seldom meet face to face. However, quick communication
exchanges among members can be key to project success. Thus, virtual team
members may need to continually monitor their email, instant messages, and
team Web site and be prepared to participate in an audio or video teleconfer-
ence on short notice. See Figure 2.4. Virtual team members must be prepared
to do work anywhere, anytime. As a result, members of a virtual team may
feel that their work day never ends.

VGstockstudio/Shutterstock.com

FIGURE 2.4

Group videoconference

A virtual organizational structure allows collaborative work in which managers and employees can effectively
work in groups, even those composed of members from around the world.

Communications are greatly improved when participants can see one
another and pick up facial expressions and body language. Thus, even with
sophisticated information system tools, virtual teams still benefit from occa-
sional face-to-face meetings. This is particularly true at the beginning of

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CHAPTER 2 • Information Systems in Organizations 51

new projects when the team is just forming and defining goals, roles, and
expectations on how its members will work together. Virtual organization
members must also be sensitive to the different cultures and practices of the
various team members to avoid misunderstandings that can destroy team
chemistry. It helps if virtual team members take the time to get to know one
another by sharing experiences and personal background information.

International advertising, marketing, and public relations firm Ogilvy &
Mather maintains offices in 161 cities all over the world and employs some
15,000 workers. The firm promotes the brands of its multinational clients by
combining local market know-how with a worldwide network of resources to
build powerful campaigns that address local market needs while also reinfor-
cing global brand identity. The firm relies on multiple virtual teams across the
organization to implement this strategy.5

Critical Reducing New Product Stockouts at Coles
Thinking
Exercise You have been employed in the supply chain management organization of Coles for
the past two years. You are very excited when you are asked to join a team being
formed to address serious inventory management problems often associated with
the introduction of new products. Too often, customers who make a trip to Coles to
purchase a highly advertised new product are disappointed to find the store is out
of stock of that particular item. Such stockouts result in lost sales for both Coles and
the product supplier and the potential loss of customers as shoppers look elsewhere
to find the new product. The resulting loss of customer goodwill can have a long-
term effect on sales. Solving this problem will require a balancing act; the company
needs to carry sufficient inventory of new products to meet customer demand while
avoiding excessive inventory levels that increase costs.

The team you have joined consists of nine people representing the finance,
marketing, and supply chain management organizations at both Coles and two of
Coles’ largest suppliers. The team is charged with looking at a wide range of solu-
tions, including improved analytics and forecasting systems, customer-loyalty anal-
ysis tools to provide insights into customer buying patterns, and improved
distribution methods to cut costs and delivery times.

Review Questions

1. Identify some of the advantages of running a virtual team such as this. What
are some of the keys to success when working with a virtual team?

2. What sort of complications might be expected when forming a multiorganiza-
tional virtual team?

Critical Thinking Questions

1. The leader of the team has asked that each member share a brief personal
background paragraph that outlines the individual’s knowledge and experi-
ence relevant to solving this problem. Create a paragraph for a team member
who is a well-qualified, but relatively inexperienced representative of the
Coles supply chain management organization.

2. What actions would you recommend to minimize potential start-up issues for
this virtual team?

Change in the Organization

Your organization’s current products, services, and ways of accomplishing
work are doomed to obsolescence. Fail to change and your competition will
take away your customers and your profits. Positive change is a key

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52 PART 1 • Information Systems in Perspective

ingredient for any successful organization. This section will discuss important
topics related to change, including innovation, reengineering, continuous
improvement, outsourcing, offshoring, and downsizing.

innovation: The application of new Innovation
ideas to the products, processes, and
activities of a firm, leading to increased Innovation is the application of new ideas to the products, processes, and
value. activities of a firm, leading to increased value. Innovation is the catalyst for
the growth and success of any organization. It can build and sustain profits,
create new challenges for the competition, and provide added value for custo-
mers. Innovation and change are absolutely required in today’s highly com-
petitive global environment; without both, the organization is at risk of losing
its competiveness and becoming obsolete. The following is a list of just a few
of today’s most innovative products:

● Tile is an innovative new product that helps solve a universal problem
that we all encounter—occasionally misplacing everyday items and wast-
ing time trying to find them. Tile is a smartphone app combined with
small devices (tiles) that consumers can stick on their keys, TV remote
controls, purses, and wallets. A proximity sensor plays a musical sound
through the smartphone app when you come within 100 feet of the tile,
so you can walk around to see if the missing item is hiding nearby.

● Healthcare technology company iHealth has introduced several different
sensors that can measure and report on a wide array of biometric data,
including steps taken, distance covered, and calories burned; sleep effi-
ciency; blood pressure; glucose level; and blood oxygen saturation level
and pulse rate.

● Butterfleye offers a new, economical home security product that employs
a megapixel camera smart enough to recognize you, members of your
family, and even your pets. If a stranger is caught inside your home
within view of the camera, Butterfleye uses your home Wi-Fi system to
alert you via an app.

● NeuroMetrix created Quell, an FDA-approved device that stimulates the
brain to block pain receptors for patients with chronic conditions. The
device is worn around the calf and calibrated to the user’s body to ensure
that it delivers the exact amount of relief needed. Quell performs func-
tions similar to existing devices that today must be surgically implanted at
much higher cost.

Various authors and researchers have identified different ways of classify-
ing innovation. A simple classification developed by Clayton Christensen, a
leading researcher in this field, is to think of two types of innovation—
sustaining and disruptive.6

Sustaining innovation results in enhancements to existing products, ser-
vices, and ways of operating. Such innovations are important because they
enable an organization to continually increase profits, lower costs, and gain
market share. Procter and Gamble has invested hundreds of millions of dol-
lars into making sustaining innovations to its leading laundry detergent, Tide,
which was first introduced in 1946. The innovations include: the reformula-
tion of Tide so it works as well in cold water as it does in hot water; the crea-
tion of concentrated Tide, which reduces packaging and distribution costs;
and the addition of scent, which makes clothes smell fresher. These innova-
tions have allowed Tide to remain one of the leading detergents for several
decades, with around $5 billion in worldwide annual sales.7 The brand cur-
rently holds a 38 percent share of the North American laundry soap business.8

A disruptive innovation is one that initially provides a lower level of per-
formance than the marketplace has grown to accept. Over time, however, the
disruptive innovation is improved to provide new performance characteristics,

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CHAPTER 2 • Information Systems in Organizations 53

becoming more attractive to users in a new market. As it continues to improve
and begins to provide a higher level of performance, it eventually displaces
the former product or way of doing things. The cell phone is a good example
of a disruptive innovation. The first commercial handheld cell phone was
invented in 1973. It weighed 2.5 pounds, had a battery life of less than
30 minutes, cost more than $3,000, and had extremely poor sound quality.9
Compare that with today’s ubiquitous cell phones that have one-tenth the
weight, one-fifteenth the cost, and 25 times longer battery life; smartphones
can not only place calls but also serve as a camera, a video recorder, and a
handheld computer that can run applications and access the Internet.

reengineering (process Reengineering and Continuous Improvement
redesign/business process
reengineering, BPR): The radical To stay competitive, organizations must occasionally make fundamental
redesign of business processes, changes in the way they do business. In other words, they must innovate and
organizational structures, information change the activities, tasks, or processes they use to achieve their goals.
systems, and values of the organization Reengineering, also called process redesign and business process reengi-
to achieve a breakthrough in business neering (BPR), involves the radical redesign of business processes, organiza-
results. tional structures, information systems, and values of the organization to
achieve a breakthrough in business results. See Figure 2.5. Successful reengi-
neering can reduce delivery time, increase product and service quality,
enhance customer satisfaction, and increase revenues and profitability.

Reengineering—
Business process
redesign

Changes to Changes to
organizational organizational
structure values

FIGURE 2.5 Changes to
information
Reengineering systems

Reengineering involves the radical
redesign of business processes,
organizational structure, information
systems, and the values of an
organization to achieve a break-
through in business results.

continuous improvement: General Electric employs a strategy it calls GE Advantage to reengineer
Constantly seeking ways to improve business processes to increase its speed to market, improve the quality of its
business processes and add value products and services, reduce costs, and achieve competitive advantage. This
to products and services. strategy has been applied to its new product introduction process to reduce
the time it takes to bring a new product to market (in some cases by more
than 50 percent), improve the quality of its designs, and lower development
costs.

In contrast to reengineering, the idea of continuous improvement (often
referred to by the Japanese word “Kaizen”) is a form of innovation that con-
stantly seeks ways to improve business processes and add value to products
and services. This continual change will increase customer satisfaction and
loyalty and ensure long-term profitability. Manufacturing companies make
continual product changes and improvements. Service organizations regularly

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54 PART 1 • Information Systems in Perspective

find ways to provide faster and more effective assistance to customers. By
doing so, organizations increase customer loyalty, minimize the chance of cus-
tomer dissatisfaction, and diminish the opportunity for competitive inroads.

Boeing has a long tradition and culture supportive of continuous improve-
ment, which has yielded many positive results. For example, the time to assemble
its popular long-range, wide-body, twin-engine 777 jet airliner has been reduced
almost in half through the implementation of many small improvements—from
71 days in 1998 to just 37 days today.10 Table 2.1 compares the strategies of busi-
ness process reengineering and continuous improvement.

T A B L E 2.1 Comparing business process reengineering with

continuous improvement

Business Process Reengineering Continuous Improvement

Strong action taken to solve serious Routine action taken to make minor
problem improvements
Bottom-up change driven by workers
Top-down change driven by senior
executives Narrow in scope; focuses on tasks in a
given area
Broad in scope; cuts across Goal is continuous, gradual
departments improvements
Usually led by workers close to the
Goal is to achieve a major business
breakthrough Information systems provide data to
guide the improvement team
Often led by resources from outside
the company

Information systems are integral to the
solution

outsourcing: A long-term business Outsourcing, Offshoring, and Downsizing
arrangement in which a company
contracts for services with an outside A significant portion of expenses for most organizations goes toward hiring,
organization that has expertise in training, and compensating employees. Naturally, organizations try to control
providing a specific function. costs by determining the number of employees they need to maintain high-
quality goods and services without being overstaffed. Strategies to contain
offshore outsourcing these personnel costs include outsourcing, offshoring, and downsizing.
(offshoring): An outsourcing
arrangement where the organization Outsourcing is a long-term business arrangement in which a company
providing the service is located in a contracts for services with an outside organization that has expertise in pro-
country different from the firm obtaining viding a specific function. Organizations often outsource a process so they
the services. can focus more closely on their core business—and target their limited
resources to meet strategic goals. Typically, the outsourcing firm has expertise
and other resources that enable it to perform the service better, faster, and/or
more cheaply. As a result, many companies now outsource jobs such as call
center services, payroll activities, information system operations, computer
support services, and security services.

Offshore outsourcing (also called offshoring) is an outsourcing arrange-
ment in which the organization providing the service is located in a country
different from the firm obtaining the services. Offshoring of tasks that require
significant customer interaction has led to problems due to culture and lan-
guage differences for some companies. As a result, many companies are ree-
valuating their decision to offshore their call center and customer support
services, as well as the outsourcing of other activities.

Deutsche Bank has extended an offshore outsourcing agreement with
Accenture to provide its procurement and accounts payable services. The original
contract was signed in 2004 and was set to expire in 2016. Through its agree-
ment with Accenture, Deutsche Bank was looking to reduce operational costs,
improve spending control, and simplify its sourcing and procurement services.

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CHAPTER 2 • Information Systems in Organizations 55

downsizing: Reducing the number of The arrangement has worked well, and the two organizations recently signed a
employees to cut costs. new contract to extend the initial agreement through the end of 2021.11

Citizens Bank of Rhode Island signed a five-year agreement with IBM to
outsource its information systems services, with the goal of increasing effi-
ciencies, lowering costs, and improving service. The bank’s information sys-
tems employees are training replacements who work for IBM in India, where
the average salary of IBM workers is about $17,000.12 It is estimated that
some 250 to 350 current employees and existing contractors will lose their
jobs at Citizen Bank as a result of the offshore outsourcing move.13

Companies considering outsourcing need to take into account many factors.
A growing number of organizations are finding that outsourcing does not neces-
sarily lead to reduced costs. One of the primary reasons for cost increases is
poorly written contracts that allow the service provider to tack on unexpected
charges. Other potential drawbacks of outsourcing include loss of control and
flexibility, the potential for data breaches of information stored on the service
provider’s computer hardware, overlooked opportunities to strengthen core com-
petencies of the firm’s own employees, and low employee morale. In addition,
organizations often find that it takes years of ongoing effort and a large up-front
investment to develop a good working relationship with an outsourcing firm.
Finding a reputable outsourcing partner can be especially difficult for a small or
midsized firm that lacks experience in identifying and vetting contractors.

Outsourcing part or all of a business process introduces significant risks
that the service provider will introduce quality problems into the supply
chain. For example, Boeing made a strategic decision to partially outsource
development of the 787 Dreamliner aircraft, with a goal of reducing costs by
$4 billion and cutting development time by two years. However, the develop-
ment effort spiraled out of control—the project was ultimately billions of dol-
lars over budget and three years behind schedule. And outsourcing
complications led to severe quality challenges, including problems with the
aircraft’s lithium ion batteries, which resulted in a worldwide temporary
grounding of the aircraft a little more than a year after its launch.14

Downsizing, a term frequently associated with outsourcing, involves
reducing the number of employees to cut costs. The euphemistic term “right-
sizing” is sometimes also used. When downsizing, companies usually look to
downsize across the entire company, rather than picking a specific business
process to downsize. Downsizing clearly reduces total payroll costs, although
the quality of products and services and employee morale can suffer. Shortly
after Heinz merged with Kraft in March 2015, the food and beverage company
announced that it would downsize its 46,000 employees in the United States
and Canada by 2,500 people to save $1.5 billion in annual costs.15

Critical Outsourcing Accounting Functions
Thinking
Exercise You have been employed for two years in the accounting department of a midsized
multinational consumer products company. Your performance has been outstand-
ing, and it is clear that management feels you have great potential with the firm.
However, you are quite surprised when your manager calls you into her office to
tell you that you have been chosen to lead an effort to identify an outsourcing part-
ner for the payroll, accounts payable, and accounts receivable functions. She
assures you that there will be an excellent assignment for you after the outsourcing
is successfully completed and all is functioning well in one to two years.

Review Questions

1. What benefits might your organization gain from outsourcing basic accounting
functions?

2. Identify at least three major organizational challenges associated with transi-
tioning these functions to an outsourcing firm.

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56 PART 1 • Information Systems in Perspective

Critical Thinking Questions
1. What concerns do you have about taking on responsibility for outsourcing

these business functions?
2. What questions about this assignment would you like to have addressed?

Organizational Culture and Change

culture: A set of major understand- Culture is a set of major understandings and assumptions shared by a group,
ings and assumptions shared by a such as within an ethnic group or a country. Organizational culture consists
group, such as within an ethnic group of the major understandings and assumptions for an organization. The under-
or a country. standings, which can include common beliefs, values, and approaches to deci-
organizational culture: The major sion making, are often not stated or documented as goals or formal policies.
understandings and assumptions for a For example, salaried employees might be expected to check their email and
business, corporation, or other instant messages around the clock and be highly responsive to all such
organization. messages.

organizational change: How for- Mark Twain said, “It’s not the progress I mind, it’s the change I don’t
profit and nonprofit organizations plan like.” Organizational change deals with how organizations successfully plan
for, implement, and handle change. for, implement, and handle change. Change can be caused by internal factors,
such as those initiated by employees at all levels, or by external factors, such
soft side of implementing as those wrought by competitors, stockholders, federal and state laws, com-
change: The work designed to help munity regulations, natural disasters, and general economic conditions.
employees embrace a new information
system and way of working. Implementing change, such as a new information system introduces con-
flict, confusion, and disruption. People must stop doing things the way they
are accustomed to and begin doing them differently. Successful implementa-
tion of change only happens when people accept the need for change and
believe that the change will improve their productivity and enable them to
better meet their customers’ needs. The so-called soft side of implementing
change involves work designed to help employees embrace a new informa-
tion system and way of working. This effort represents the biggest challenge
to successful change implementation; yet, it is often overlooked or down-
played, resulting in project failure. Indeed, both the Standish Group and
Gartner, two highly respected organizations that track project implementa-
tions globally, believe that a significant contributor to project failures is over-
looking the need to address employee adoption and resistance jointly.16
Another resource claims that 30 to 70 percent of large information systems
projects fail, at least in part, due to a failure to prepare the business users for
the actual change to come.17

The California Department of Consumer Affairs is made up of more than
40 entities (including multiple boards, bureaus, committees, and one com-
mission) that regulate and license professional and vocational occupations
that serve the people of California. Each year, the department processes
over 350,000 applications for professional licensure along with some 1.2
million license renewals. The BreEZe project was initiated in 2009 to stream-
line the way the department does its business and interacts with its license
applicants and consumers.18 The resulting information system was intended
to eliminate many paper-based processes and speed up the entire licensing
process. Unfortunately, the project team failed to adequately involve the
business users in the definition of the system requirements and instead
made many erroneous decisions about how the system should work. The
initial cost estimate for the system was $28 million; however, as of early
2015, project costs exceeded $37 million and less than half the licensing and
regulatory boards were using the system. It is estimated that it will cost a
total of $96 million to complete the project. Much of the delay and over-
spending could have been avoided had the project team work better with
the business users to understand their needs.19

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CHAPTER 2 • Information Systems in Organizations 57

change management model: A The dynamics of how change is implemented can be viewed in terms of a
description of the phases an individual change management model. A change management model describes the
or organization goes through in making phases an individual or organization goes through in making a change and
a change and principles for successful provides principles for successful implementation of change. A number of
implementation of change. models for dealing with the soft side of implementing change will now be
introduced.
Lewin’s change model: A three-
stage approach for implementing Lewin’s Change Model
change that involves unfreezing,
moving, and refreezing. Kurt Lewin and Edgar Schein proposed a three-stage approach for change
called Lewin’s change model. See Figure 2.6. The first stage, unfreezing, is
ceasing old habits and creating a climate that is receptive to change. Moving,
the second stage, involves learning new work methods, behaviors, and sys-
tems. The final stage, refreezing, involves reinforcing changes to make the
new process second nature, accepted, and part of the job.

Unfreezing Moving Refreezing
Preparing for change Making the change Institutionalizing

Key Tasks Key Tasks Key Tasks
Communicate what, why, Motivate individuals Monitor progress against
when, who, how involved or affected success criteria
Draw on others, and seek Coach, train, lead, encou- Establish processes, systems
input, ideas rage, manage to institutionalize change
Define objectives, success Provide appropriate Establish controls to
criteria, resources, schedule, resources ensure change is occurring
budget
Provide on-going feedback Recognize and reward individuals for
Finalize work plans exhibiting new behavior
Provide feedback, motivation,
Assign leaders and additional training to individuals
implementation teams not exhibiting new behavior

FIGURE 2.6

Lewin’s change model

Change involves three stages: unfreezing (preparing for change), moving (making the change), and refreezing (institutionalizing the
change).

force field analysis: An approach Lewin’s Force Field Analysis
to identifying both the driving (positive)
and restraining (negative) forces that A frequently encountered stumbling block to the successful implementation of
influence whether change can occur. change, including the implementation of a new system, is negative user reac-
tion. People affected by the change may fear that their positions may be elim-
driving forces: The beliefs, expec- inated or their work altered in a way they do not like. Or they may see the
tations, and cultural norms that tend introduction of a new information system as a threat to their power and influ-
to encourage a change and give it ence. Such fears can lead to resentment, lack of cooperation, or outright resis-
momentum. tance. Any of these reactions can doom a change project, no matter how
carefully the rest of the project is planned.
restraining forces: Forces that
make it difficult to accept a change or Lewin extended his change model theory to include force field analysis,
to work to implement a change. which identifies both the driving (positive) and restraining (negative) forces
that influence whether change can occur. The driving forces are beliefs,
expectations, and cultural norms that tend to encourage a change and give it
momentum. Restraining forces are those that make it difficult to accept a
change or to work to implement a change. For a change to occur, the strength
of the driving forces must exceed the strength of the restraining forces.20

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58 PART 1 • Information Systems in Perspective

This can be done in one of two ways: first, by creating new driving forces or
making existing driving forces stronger and, second, by eliminating or weak-
ening existing restraining forces.20

Figure 2.7 is an example of a force-field analysis of a group of workers
after they first learn that a new information system is to be installed. The
feelings shown on the left side are restraining forces against the change.
The feelings shown on the right side are driving forces that support
the change. The length of the arrow represents the relative strength of
that feeling. In this example, fear of loss of job is the strongest restraining
force.

Restraining forces Driving forces
Fear of loss of job
Somehow this may be
best for the organization

Uncomfortable with changes in job

FIGURE 2.7 Require training

Lewin’s force field analysis Distrust of project team
before addressing concerns
Negative feelings must be reduced or eliminated in order for a new system
Many strong restraining forces will to gain acceptance. The fear of losing one’s job can be eliminated by making it
make it difficult to implement this clear that the individual will remain employed by the company. The fear of
change. major changes in one’s job can be reduced by allowing the individual to
participate in developing one’s own new job description. If this is not possible,
the person should be thoroughly informed of the new job requirements and
provided any necessary training. The positive impact of the change should be
stressed.

It is not enough to reduce or neutralize negative feelings. Positive feel-
ings must also be created to truly motivate the individual. Managers must
take the time to explain the many tangible and intangible benefits for the
organization as well as for the individual. For instance, in many information
system efforts, the new system may lead to job enrichment by enabling the
individual to take on more responsibility or to work in a new and more
interesting way.

Figure 2.8 is an example of a force field analysis of workers after man-
agers have effectively prepared them to accept the system. At this point, the
workers should recognize several things: (1) their role is essential to the suc-
cess of the system, and they are making an important contribution to the
organization, (2) the development of new skills and knowledge will enhance
their career growth, and (3) each individual has an important responsibility
to perform within the project to secure the potential benefits for both the
individual and the organization.

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Restraining forces CHAPTER 2 • Information Systems in Organizations 59
Fear of loss of job
Driving forces

There are many benefits
for the organization

Uncomfortable with Provides opportunity to perform
changes in job work in a new and interesting way

FIGURE 2.8 Require training Will improve my productivity and
enable me to better serve our
Lewin’s force field analysis Distrust of customers
after addressing concerns project team

Restraining forces have been weak-
ened and driving forces strength-
ened so there is a much likelihood of
successfully implementing this
change.

Leavitt’s diamond: An organiza- Leavitt’s Diamond
tional change model that proposes that
every organizational system is made up Leavitt’s diamond is another organizational change model that is extremely
of four main components—people, helpful in successfully implementing change. Leavitt’s diamond proposes that
tasks, structure, and technology—that every organizational system is made up of four main components—people,
all interact; any change in one of these tasks, structure, and technology—that all interact; any change in one of these
elements will necessitate a change in elements will necessitate a change in the other three elements. Thus, to success-
the other three elements. fully implement a new information system, appropriate changes must be made
to the people, structure, and tasks affected by the new system. See Figure 2.9.

People

- Attitudes
- Behavior

- Skills
- Reward system

FIGURE 2.9 Tasks Information Structure
system
Leavitt’s diamond - Workflow - Roles
- Tools - Hardware - Responsibilities
Any change in technology, people, - Software
task, or structure will necessitate a - Standards - Network - Authority
change in the other three - Measures
components.

People are the key to the successful implementation of any change. They
must be convinced to adopt a positive attitude about the change and be willing
to exhibit new behaviors consistent with the change. This is likely to require a

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60 PART 1 • Information Systems in Perspective

organizational learning: The change in the reward system to recognize those who exhibit the desired new
adaptations and adjustments made behaviors. Thorough training in any required new skills is also needed.
within an organization based on
experience and ideas over time. The organization structure must be modified with appropriate changes in
roles, responsibilities, and lines of authority. Along with these changes are
required changes in communication patterns, relationships, and coordination
among those affected by the change.

The tasks required to complete the work and the flow of work between
tasks also need to be changed. For each task, standards on how the work is
to be performed and measures for the quality of completion need to be estab-
lished. New tools may be required to perform the tasks.

As a result, the major challenges to successful implementation of an infor-
mation system are often more behavioral issues than technical. Successful
introduction of an information system into an organization requires a mix of
both good organizational change skills and technical skills. Strong, effective
leadership is required to overcome the behavioral resistance to change and
achieve a smooth and successful system introduction.

Organizational learning is closely related to organizational change. All
organizations adapt to new conditions or alter their practices over time—
some better than others. Collectively, these adaptations and adjustments
based on experience and ideas are called organizational learning. Hourly
workers, support staff, managers, and executives learn better ways of fulfilling
their role and then incorporate them into their day-to-day activities. In some
cases, the adjustments can require a radical redesign of business processes
(reengineering). In other cases, adjustments can be more incremental (contin-
uous improvement). Both adjustments reflect an organization’s strategy, the
long-term plan of action for achieving its goals.

technology acceptance model User Satisfaction and Technology Acceptance
(TAM): A model that specifies the
factors that can lead to better attitudes Reengineering and continuous improvement efforts (including implementa-
about an information system, along with tion of new information systems) must be adopted and used to achieve the
higher acceptance and usage of it. defined business objectives by targeted users. The technology acceptance
model (TAM) specifies the factors that can lead to better attitudes about the
use of a new information system, along with its higher acceptance and usage.
See Figure 2.10. In this model, “perceived usefulness” is defined as the degree
to which individuals believe that use of the system will improve their perfor-
mance. The “perceived ease of use” is the degree to which individuals believe
that the system will be easy to learn and use. Both the perceived usefulness
and ease of use can be strongly influenced by the expressed opinions of

External Perceived Attitude Behavioral Actual
variables usefulness (U) toward intention to system use
using (A)
Perceived use (BI)
ease of use (E)

FIGURE 2.10

Technology acceptance model

Perceived usefulness (U) and perceived ease of use (E) strongly influence whether someone will use an informa-
tion system. Management can improve that perception by demonstrating that others have used the system effec-
tively and by providing user training and support.

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CHAPTER 2 • Information Systems in Organizations 61

others who have used the system and the degree to which the organization
supports use of the system (e.g., providing incentives and offering training
and coaching from key users). Perceived usefulness and ease of use in turn
influence an individual’s attitude toward the system, which affect their behav-
ioral intention to use the system.21

Avon Products is an international manufacturer and direct seller of
beauty, household, and personal care products. Avon products are sold
through six million independent and mostly part-time sales representatives
worldwide who sell direct to family, friends, and personal contacts.22 In
2013, Avon piloted a new sales system in Canada. The system was intended
to streamline the ordering process through the use of iPads, which would
allow the sales rep to display products to customers and then check inven-
tory and place orders online. It was estimated that the project would gener-
ate some $40 million per year in cost savings and increased sales.
Unfortunately, the system was poorly designed and did not meet the sales
rep’s expectations in terms of ease of use. Sales reps were often unable to
log in to the system, and when they did get logged in, the system frequently
would not accept orders, save orders correctly, or reserve inventory based
on the orders placed. The system was neither useful nor easy to use. As a
result, one Avon executive sales manager estimates that as many as 16,000
Canadian sales reps quit in large part out of frustration with the new system.
The pilot was such a disaster that Avon wrote off the project at a cost of
nearly $125 million.23

diffusion of innovation theory: A Diffusion of Innovation Theory
theory developed by E.M. Rogers to
explain how a new idea or product The diffusion of innovation theory was developed by E.M. Rogers to
gains acceptance and diffuses (or explain how a new idea or product gains acceptance and diffuses (or spreads)
spreads) through a specific population through a specific population or subset of an organization. A key point of this
or subset of an organization. theory is that adoption of any innovation does not happen all at once for all
members of the targeted population; rather, it is a drawn-out process, with
some people quicker to adopt the innovation than others. See Figure 2.11.
Rogers defined five categories of adopters, shown in Table 2.2, each with dif-
ferent attitudes toward innovation. When promoting an innovation to a target

Innovators Early
2.5% adopters

13.5% Early majority Late majority Laggards
34% 34% 16%

FIGURE 2.11

Innovation diffusion

Adoption of any innovation does not happen all at once for all members of the targeted population; rather, it
is a drawn-out process, with some people quicker to adopt the innovation than others.

Source: Everett Rogers, Diffusion of Innovations.

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62 PART 1 • Information Systems in Perspective

T A B L E 2.2 Five categories of innovation adopters

Adopter Category Characteristics Strategy to Use
Innovator
Risk takers; always the first to try new Simply provide them with access to the new
Early adopter products and ideas system and get out of their way
Opinion leaders whom others listen to and Provide them assistance getting started
Early majority follow; aware of the need for change
Listen to and follow the opinion leaders Provide them with evidence of the system’s
effectiveness and success stories
Late majority Skeptical of change and new ideas Provide them data on how many others have
tried this and have used it successfully
Laggards Very conservative and highly skeptical of Have their peers demonstrate how this change
change has helped them and bring pressure to bear
from other adopters

population, it is important to understand the characteristics of the target pop-
ulation that will help or hinder adoption of the innovation and then to apply
the appropriate strategy. This theory can be useful in planning the roll-out of
a new information system.

Critical Change Management for ERP System Project
Thinking
Exercise You are a member of the human resources organization of a midsized
manufacturing company that is implementing a new enterprise resource planning
system that will have a major impact on the way some 50 members of the com-
pany perform their jobs. In addition, many other employees will need to be
retrained on how to obtain the management reports and perform the data analysis
they need for decision making.

Review Questions

1. How could Lewin’s force field analysis be applied to this project?
2. How might the diffusion of innovation theory be applied to this project?

Critical Thinking Questions

1. You have been asked by the human resources department manager to assess
the project plans to prepare the business users for the major changes to
come. How might you proceed to make this assessment in a manner that will
build rapport and trust with the project manager?

2. Imagine that your assessment shows that no plans have been developed to
prepare the business users for the major changes to come other than training
them a few weeks before the system is to be implemented. What suggestions
would you make?

Careers in Information Systems

Today, most organizations cannot function or compete effectively without
computer-based information systems. Indeed, organizations often attribute
their productivity improvement, superior customer service, or competitive
advantage in the marketplace to their information systems. The information
system worker functions at the intersection of business and technology and
designs and builds the solutions that allow organizations to effectively lever-
age information technology.

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CHAPTER 2 • Information Systems in Organizations 63

Successful information system workers must enjoy working in a fast-
paced, dynamic environment where the underlying technology changes all
the time. They must be comfortable with meeting deadlines and solving unex-
pected challenges. They need good communication skills and often serve as
translators between business needs and technology-based solutions. Success-
ful information systems workers must have solid analytical and decision-
making skills and be able to translate ill-defined business problems and
opportunities into effective technology-based solutions. They must develop
effective team and leadership skills and be adept at implementing organiza-
tional change. Last, but not least, they need to be prepared to engage in life-
long learning in a rapidly changing field.

Specific technical skills that some experts believe are important for IS
workers to possess include the following, all of which are discussed in vari-
ous chapters throughout this book:

● Capability to analyze large amounts of structured and unstructured data
● Ability to design and build applications for mobile devices
● Traditional programming and application development skills
● Technical support expertise
● Project management skills
● Knowledge of networking and cloud computing
● Ability to audit systems and implement necessary security measures
● Web design and development skills
● Knowledge of data center operations

Technology is one of the fastest-growing areas of the U.S. economy, and
information systems professionals are in high demand. The U.S. Bureau of
Labor Statistics (BLS) forecasts an increase of 1.2 million new computing jobs
in the time period 2012 to 2022, as shown in Table 2.3. This is an average of
124,000 new jobs per year.

T A B L E 2.3 BLS projections of computer-related jobs, 2012 to 2022

Number Job Openings due
to Growth and
National Employment Matrix Title 2012 2022 Change Replacements

Computer and math occupations (all numbers in thousands)

Computer and information research 26.7 30.8 4.1 8.3
scientists
127.8 209.6
Computer systems analysts 520.6 648.4 27.4 39.2
28.4
Information security analysts 75.1 102.5 118.1
139.9 218.5
Computer programmers 343.7 372.1 82.8 134.7
28.5
Software developers, applications 613.0 752.9 17.9 50.7
43.0 40.3
Software developers, system software 405.0 487.8 100.5
20.9
Web developers 141.4 169.9 123.0 43.5
236.5
Database administrators 118.7 136.6 7.8
651.5 40.2
Network and computer systems 366.4 409.4 1,240.1
administrators
124.0
Computer network architects 143.4 164.3

Computer support specialists 722.3 845.3

Computer occupations, all other 205.8 213.6

Total 3,682.1 4,333.6

Yearly average

Source: “Employment by Detailed Occupation 2012–2022,” Bureau of Labor Statistics, www.bls.gov/emp/ep_table_102.htm, accessed August 13, 2015.

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64 PART 1 • Information Systems in Perspective

While a career in information systems can be challenging, exciting, and
rewarding, there are also some drawbacks to such a career. As reliance on technol-
ogy increases, organizations have increasing expectations of their information sys-
tem workers—so much so that many workers feel constant pressure to increase
productivity, take on new tasks, and work more than 40 hours per week. A high
degree of stress can accompany the responsibility to fix major systems or network
problems that are impacting a large number of users. One must often interact with
end users or customers who are frustrated and not in the best of moods.

Figure 2.12 identifies the occupations that the BLS predicts will be the
fastest-growing IS positions from 2012 to 2022 along with the median salary
for those positions in 2015 (half the people employed in this position make
more than this amount; half make less).

$100,000 Database Computer Application
$90,000 administrator programmer software
$80,000 Information developer
$70,000 security analyst
$60,000 Computer
$50,000 Web systems
$40,000 developer analyst
$30,000
2015 Median salary $20,000 Computer
$10,000 support
$0 specialist
0.0
50.0 100.0 150.0 200.0 250.0

Expected new job openings 2012–2022

FIGURE 2.12

Occupational outlook for selected information systems positions

This chart shows the IS positions that BLS predicts will be among the fastest growing in the near future, along
with the median salary for those positions in 2015.

Numerous schools have degree programs with titles such as business
information systems, computer engineering, computer science, and manage-
ment information systems. Figure 2.13 shows an estimate of the annual num-
ber of degrees awarded in computer science, computer engineering, and
information (including information systems, information science, information
technology, and informatics) in the United States and Canada. It appears that
there will be a shortfall of about 33,900 workers per year.

Opportunities in information systems are also available to people from
foreign countries. The U.S. L-1 and H-1B visa programs seek to allow skilled
employees from foreign lands into the United States. Opportunities in these
programs, however, are limited and are usually in high demand. The L-1 visa

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CHAPTER 2 • Information Systems in Organizations 65

FIGURE 2.13 Thousands of graduates/ 140
new job openings 120
Supply versus demand for 100
IS workers Master PhD Total Openings
80
The total number of IS-related job 60
openings is expected to average 40
about 124,000 per year between 20
2012 and 2022, while the number of
IS-related graduates is expected to 0
average about 88,100 per year—for Associate Bachelor
a shortfall of 35,900 workers.

Source: “Computer Science Job Statistics”,
Exploring Computer Science, www
.exploringcs.org/resources/cs-statistics,
accessed August 19, 2015.

program is often used for intracompany transfers for multinational companies.
The H-1B program can be used for new employees. The United States distri-
butes its annual 85,000 allotment of visas via a lottery system wherein small
tech companies submitting a single H-1B visa application must compete
against large organizations that submit thousands of applications to increase
their odds of winning the lottery.24

As part of the application process to obtain H-1B approval from the Labor
Department, an employer is required to attest that the H-1B workers will not
adversely affect the working conditions of workers similarly employed. However,
in some cases, it appears that companies are hiring lower-paid H-1B workers to
replace existing employees. For instance, in 2015, about 400 information system
workers at Southern California Edison were fired and their work was shifted to H-
1B contractors from Tata and Infosys. Another 100 or so information system work-
ers at Northeast Utilities in Connecticut also lost their jobs to H-1B contractors.25

Proponents of the H-1B program believe that it is invaluable to the U.S.
economy and its competitiveness. Table 2.4 shows the top 15 users of H-1B

T A B L E 2.4 Top H-1B visa employers in 2013 to 2014

Rank Company Headquarters Visas Granted
2013 2014 Total

1 Tata India 6,258 7,149 13,407

2 Cognizant United States 5,186 5,228 10,414

3 Infosys India 6,298 4,022 10,320

4 Wipro India 2,644 3,246 5,890

5 Accenture Ireland 3,346 2,376 5,722

6 Tech Mahindra India 1,589 1,850 3,439

7 IBM United States 1,624 1,513 3,137

8 HCL India 1,766 927 2,693

9 Larsen & Toubro India 1,580 1,001 2,581

10 Syntel United States 1,041 1,149 2,190

11 IGATE Technologies United States 1,157 927 2,084

12 Microsoft United States 1,048 712 1,760

13 Amazon United States 881 811 1,692

14 Google United States 753 696 1,449

15 CapGemini France 500 699 1,199

Source: Thibodeau, Patrick and Machlis, Sharon, “Despite H-1B Lottery, Offshore Firms Dominate Visa Use,”
Computerworld, July 30, 2015; Machlis, Sharon and Thibodeau, Patrick, “Offshore Firms Took 50% of H-1B Visas
in 2013,” Computerworld, April 1, 2014.

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66 PART 1 • Information Systems in Perspective

visas for computer-related workers in 2013 to 2014. Engineering, medicine,
science, and law are other job categories in which large numbers of H-1B
visas are granted.

Some of the best places to work as an IS professional are listed in
Table 2.5. These organizations rate high for a variety of reasons, including
benefits, career development opportunities, diversity, company facilities
(including, in some cases, an employee gym or swimming pool), training pro-
grams, and the nature of the work. For example, Sharp HealthCare, based in
the San Diego area, offers opportunities to work with cutting-edge technol-
ogy, such as telemedicine, and many formal and informal training classes.
Avanade ensures that employees are kept up-to-date by requiring 80 hours of
training per year; the company also provides a $2,000 annual allowance to
improve its workers’ work–life balance. Serv1Tech offers employees up to
$5,000 per year for tuition or certification, and it makes an annual $5,000 con-
tribution to each employee’s 401(k) fund.26

T A B L E 2.5 Best places to work as an IS professional

Rank Small (<1,000 Employees) Medium (1,001 to 4,999 Large (> 5,000 Employees)
Employees) Quicken Loans
USAA
1 Noah Consulting Credit Acceptance Erickson Living

2 Sev1Tech Lafayette General Health Sharp HealthCare
Prudential Financial
3 Commonwealth Financial Avanade LinkedIn
Network
Owens Corning
4 Secure-24 Autodesk DHL Express
University of Notre Dame
5 Connectria Nicklaus Children’s Hospital Genentech

6 Axxess Financial Industry Regulatory
Authority

7 GlobalScape CHG Health Services

8 Bounce Exchange NuStar Energy

9 Liquidnet Akamai

10 National Rural Electric Cooperative Halifax Health
Association

Source: “2015 100 Best Places to Work in IT,” Computerworld, July 2015.

Roles, Functions, and Careers in IS

IS offers many exciting and rewarding careers. Professionals with careers in
information systems can work in an IS department or outside a traditional IS
department as Web developers, computer programmers, systems analysts, com-
puter operators, and in many other positions. Opportunities for IS professionals
also exist in the public sector. In addition to technical skills, IS professionals
need skills in written and verbal communication, an understanding of organiza-
tions and the way they operate, and the ability to work with people and in
groups. At the end of every chapter in this book, you will find career exercises
that will help you explore careers in IS and career areas that interest you.

Most medium to large organizations manage information system resources
through an IS department. In smaller businesses, one or more people might
manage information resources, with support from outsourced services. (Recall
that outsourcing is also popular with many organizations.) As shown in
Figure 2.14, the typical IS organization is divided into three main functions:
operations, development, and support.

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CHAPTER 2 • Information Systems in Organizations 67

Chief information
officer

Chief technology
officer

Operations Development Support

Data center System developer Database
manager Systems analyst administrator

System operator Programmer Help desk
support specialist
Information systems
security analyst

LAN administrator Web developer

FIGURE 2.14

Three primary functions of the information systems organization

Each of these functions—operations, development, and support—encompasses several different
IS roles.

Typical IS Titles and Functions

The organizational chart shown in Figure 2.14 is a simplified model of an IS
department in a typical medium-sized or large organization. The following
sections provide a brief description of these roles. Smaller firms often com-
bine the roles shown in Figure 2.14 into fewer formal positions.

Chief Information Officer
The role of the chief information officer (CIO) is to employ an IS department’s
equipment and personnel to help the organization attain its goals. CIOs also
understand the importance of finance, accounting, and return on investment.
They can help companies avoid damaging ethical challenges by monitoring
how their firms are complying with a large number of laws and regulations.
A good CIO is typically a visionary who provides leadership and direction to
the IS department to help an organization achieve its goals. CIOs need techni-
cal, business, and personal skills.

Senior IS Managers
A large organization may have several people employed in senior IS manage-
rial levels with job titles such as vice president of information systems, man-
ager of information systems, and chief technology officer (CTO). A central
role of all these people is to communicate with other areas of the organization
to determine changing business needs. Managers outside the IS organization
may be part of an advisory or steering committee that helps the CIO and
other IS managers make decisions about the use of information systems.
Together, they can best decide what information systems will support

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68 PART 1 • Information Systems in Perspective

corporate goals. The CTO, for example, typically works under a CIO and spe-
cializes in networks and related equipment and technology.

Operations Roles
The operations group is responsible for the day-to-day running of IS hard-
ware to process the organization’s information systems workload. It must also
do capacity planning to expand and upgrade equipment to meet changing
business needs. The operations group is constantly looking for ways to
reduce the overall cost and increase the reliability of the organization’s com-
puting. This group is also responsible for protecting the company’s IS systems
and data from unauthorized access. Professionals in the operations group
include those in the following positions:

● Data center manager. Data center managers are responsible for the
maintenance and operation of the organization’s computing facilities that
may house a variety of hardware devices—mainframe and or supercom-
puters, large numbers of servers, storage devices, and networking equip-
ment. Data center managers supervise other operations workers to
accomplish the day-to-day work needed to support business operations as
well as complete software and hardware upgrades. They also plan for
capacity changes and develop business contingency plans in the event of
a business disruption due to a fire, power outage, or natural disaster.

● System operator. System operators run and maintain IS equipment. They
are responsible for efficiently starting, stopping, and correctly operating
mainframe systems, networks, tape drives, disk devices, printers, and so
on. Other operations include scheduling, maintaining hardware, and pre-
paring input and output.

● Information systems security analyst. IS security analysts are responsi-
ble for maintaining the security and integrity of their organizations’ sys-
tems and data. They analyze the security measures of the organization
and identify and implement changes to make improvement. Security ana-
lysts are responsible for developing and delivering training on proper
security measures. They also are responsible for creating action plans in
the event of a security breach.

● LAN administrator. Local area network (LAN) administrators set up and
manage network hardware, software, and security processes. They man-
age the addition of new users, software, and devices to the network. They
also isolate and fix operations problems.

Development Roles
The development group is responsible for implementing the new information
systems required to support the organization’s existing and future business
needs. Importantly, they must also modify existing information systems as the
needs of the organization evolve and change. They are constantly on the
watch for new ways to use information systems to improve the competitive-
ness of the firm. Professionals in the development group include those in the
following positions:

● Software developer. These individuals are involved in writing the soft-
ware that customers and employees use. This includes testing and debug-
ging the software as well as maintaining and upgrading software after it is
released for operation. Software developers frequently collaborate with
management, clients, and others to build a software product from scratch,
according to a customer’s specifications, or to modify existing software to
meet new business needs.

● Systems analyst. Systems analysts frequently consult with management
and users, and they convey system requirements to software developers

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CHAPTER 2 • Information Systems in Organizations 69 Scyther5/Shutterstock.com

and network architects. They also assist in choosing and configuring
hardware and software, matching technology to users’ needs, monitoring
and testing the system in operation, and troubleshooting problems after
implementation.
● Programmer. Programmers convert a program design developed by a
systems analyst or software developer into one of many computer lan-
guages. To do this, they must write, debug, and test the program to
ensure that it will operate in a way that it will meet the users’ needs.
● Web developers. These professionals design and maintain Web sites,
including site layout and function, to meet the client’s requirements. The
creative side of the job includes creating a user-friendly design, ensuring
easy navigation, organizing content, and integrating graphics and audio
(Figure 2.15). The more technical responsibilities include monitoring Web
site performance and capacity.

FIGURE 2.15

Web developers

Web developers create and maintain company Web sites.

Support
The support group provides customer service for the employees, customers,
and business partners who rely on the firm’s information systems and service
to accomplish their work. The support group responds to queries from these
constituents and attempts to be proactive in eliminating problems before they
occur. They often develop and provide training to users to enable them to
better use information systems services and equipment. Professionals in the
support group include those in the following positions:
● Database administrator. Database administrators (DBAs) design and set

up databases to meet an organization’s needs. DBAs ensure that the data-
bases operate efficiently, and they perform fine-tuning, upgrading, and

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70 PART 1 • Information Systems in Perspective

testing modifications as needed. They are also responsible for implement-
ing security measures to safeguard the company’s most sensitive data.
● System support specialist. These skilled specialists respond to telephone
calls, electronic mail, and other inquiries from computer users regarding
hardware, software, networking, or other IS-related problems or needs.
System support specialists diagnose the problem through dialogue with
the user, research solutions, and implement a plan to resolve the problem
or refer the issue to specialized IS staff. Many organizations set up “drop-
in” centers, where users can come to meet face-to-face with the help desk
specialists to get help.

shadow IT: The information systems IS-Related Roles outside the IS Organization
and solutions built and deployed by
departments other than the information In addition to IS workers placed within the IS organization, some companies
systems department. In many cases, have people who take on IS-related roles but reside outside the IS organization.
the information systems department For example, data scientists, can be found in the marketing, sales, and supply
may not even be aware of these efforts. chain management departments of large organizations. Data scientists are respon-
sible for understanding the business analytics technology as well as the business,
and then putting all of that together to deliver improvements in decision making.

Based on a recent survey of 165 organizations representing over $45 bil-
lion in information technology spending in Europe and the United States,
only about 60 percent of all information technology outlays are controlled by
the information systems department. This means other business units are
responsible for 40 percent of the total information technology costs within an
organization.27 Shadow IT is a term used to describe the information systems
and solutions built and deployed by departments other than the information
systems department. In many cases, the information systems department may
not even be aware of these efforts.

At one time, shadow IT was limited to employee or departmental pur-
chases of nonstandard computing devices and off-the-shelf software from
office supply stores. However, the scope of shadow IT spending has greatly
expanded, largely due to cloud computing and the availability of enterprise
software, file-sharing apps, and collaboration tools as a service. Cloud service
providers can deliver increasing amounts of computing, network, and storage
capacity on demand and without requiring any capital investment on the part
of the cloud users. These cloud providers typically offer a monthly or annual
subscription service model; they may also provide training, support, and data
integration services. All of this makes it easier for department managers to
skirt formal procedures associated with the purchase of large capital expense
items—including scrutiny by the information system department.

Shadow IT enables business managers to quickly create highly innovative
solutions to real business problems and to test out these solutions. Such sys-
tems may serve as prototypes that evolve into future approved IT solutions.
However, shadow IT solutions frequently employ nonapproved vendors, soft-
ware, or hardware and may not meet the IS department standards for control,
documentation, security, support, and reliability. This raises security risks and
issues in regard to compliance with essential government and industry stan-
dards, such as Basel III (international standards for the banking industry),
FISMA (Federal Information Security Management Act of 2002), GAAP (Gener-
ally Accepted Accounting Principles), HIPAA (Health Insurance Portability and
Accountability Act), IFRS (International Financial Reporting Standards), and
Sarbanes-Oxley Act (accounting regulations for publicly traded companies).

Issues often arise when a shadow IT solution “breaks” and questions are
raised about who is responsible for fixing it and supporting the end users.
The IS department may not have developed it, or not even been aware of it,
but business users expect their help in “fixing” it. Table 2.6 presents a sum-
mary of the pros and cons associated with shadow IT.

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CHAPTER 2 • Information Systems in Organizations 71

T A B L E 2.6 Pros and cons of shadow IT efforts

Pros Cons

Enables the business to test quick The systems and processes developed
solutions to business needs without may lack necessary levels of security
delays brought on by involvement of required to meet compliance
information systems. standards.

Can create an innovative, synergistic Can create tension between the CIO
partnership between the information who has responsibility for technology
systems department and other business within the organization and business
units. managers who want more of a role in
the information system decisions.
Provides the opportunity to evaluate
and test many more information sys- Individual departments may buy ser-
tem initiatives. vices, software, and hardware that the
company could get a better deal
through central purchasing.

May be wasteful and duplicate work
already being done by the IS
organization.

Issues can arise over responsibility to
fix “nonapproved” solutions.

The information systems department may become more comfortable with
shadow IT if it sees the IS department’s role as maximizing the effective use
of technology in the company rather than controlling the use of technology.
Also shadow IT provides another source of funds to tackle high-priority
projects.

certification: A process for testing Certification
skills and knowledge; successful com-
pletion of a certification exam results in Often, the people-filling IS roles have completed some form of certification.
a statement by the certifying authority Certification is a process for testing skills and knowledge; successful com-
that confirms an individual is capable of pletion of a certification exam results in an endorsement by the certifying
performing particular tasks. authority that an individual is capable of performing particular tasks or
jobs. Certification frequently involves specific, vendor-provided, or vendor-
endorsed coursework. Popular certification programs include Microsoft Cer-
tified Systems Engineer (MCSE), Certified Information Systems Security
Professional (CISSP), Oracle Certified Professional, and Cisco Certified
Security Professional (CCSP). Getting certified from a software, database, or
network company may open the door to new career possibilities or result in
an increase in pay. According to a recent survey, 65 percent of employers
use IT certifications to differentiate between equally qualified candidates,
while 72 percent of employers require some form of IT certification as a
requirement for certain job roles. In some organizations, earning certain
certifications can result in a pay increase or eligibility for a new role. The
following is a list of some of the more in demand certifications.28

● Citrix Certified Enterprise Engineer
● Comp TIA Security+
● GIAC Certified Windows System Administrator
● Certified Computer Examiner
● AWS Certified SysOps Administrator-Associate (Cloud)
● EC-Council Certified Security Analyst
● Mongo DB Certified DBA
● Microsoft Certified Solution Developer: Applications Lifecycle

Management
● Cisco Certified Design Associate

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72 PART 1 • Information Systems in Perspective

Other IS Careers

In addition to working for an IS department in an organization, IS personnel
can work for large consulting firms, such as Accenture, IBM, and Hewlett-
Packard. Some consulting jobs entail frequent travel because consultants are
assigned to work on various projects, wherever the client is. Such jobs require
excellent project management and people skills in addition to IS technical
skills. Related career opportunities include computer training, computer and
computer-equipment sales, and computer equipment repair and maintenance.

Other IS career opportunities include being employed by technology com-
panies, such as Oracle, IBM, HP, Microsoft, Google, and Dell. Such a career
enables an individual to work on the cutting edge of technology, which can
be challenging and exciting.

As some computer companies cut their services to customers, new compa-
nies are being formed to fill the need. With names such as Speak with a Geek
and Geek Squad, these companies are helping people and organizations with
computer-related problems that computer vendors are no longer solving.

Some people decide to start their own IS businesses rather than continue
to work for someone else. One such entrepreneur, Lavanya Purushothaman,
started ATS Solutions, a UK-based company that offers software development
services and consulting to a wide range of industries and business areas.
Small business owners like Purushothaman often prefer to be their own boss,
with the freedom to think innovatively and take on new challenges.29 Other
people become IS entrepreneurs or freelancers, working from home writing
programs, working on IS projects with larger businesses, or developing new
applications for the iPhone or similar devices. Some Internet sites, such as
www.freelancer.com, post projects online and offer information and advice
for people working on their own. Many freelancers work for small- to
medium-sized enterprises in the U.S. market. People doing freelance or con-
sulting work must be creative in pursuing new business, while also protecting
themselves financially. Freelancers and consultants must aggressively market
their talents, and to ensure they are paid, should insist that some or all of
their fees for a given project are put into an escrow account.

Working in Teams

Most IS careers involve working in project teams that can consist of many of the
positions and roles discussed earlier. Thus, it is always good for IS professionals
to have good communication skills and the ability to work with other people.
Many colleges and universities have courses in information systems and related
areas that require students to work in project teams. At the end of every chapter
in this book are team activities that require teamwork to complete a project. You
may be required to complete one or more of these team-oriented assignments.

Finding a Job in IS

Traditional approaches to finding a job in the information systems area
include attending on-campus visits from recruiters and getting referrals from
professors, friends, and family members. People who have quit jobs or been
laid off often use informal networks of colleagues or business acquaintances
from their previous jobs to help find new jobs.

Many colleges and universities have excellent programs to help students
develop résumés and conduct job interviews. Developing an online résumé
can be critical to finding a good job. Many companies only accept résumés
online and screen job candidates using software to search for key words and
skills. Consequently, mentioning the right key words and skills in your
resume can mean the difference between getting and not getting a job inter-
view. Some corporate recruiters, however, are starting to actively search for

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CHAPTER 2 • Information Systems in Organizations 73

employees rather than sifting through thousands of online résumés or posting
jobs on their Web sites. Instead, these corporate recruiters do their own Internet
searches and check with professional job sites such as www.branchout.com,
www.indeed.com, www.linkedin.com, and www.ziprecruiter.com to name just a
few. Other companies hire college students to help them market products and
services to other students. In addition to being paid, students can get invaluable
career experience. In some cases, it can help them get jobs after graduation.

Students who use the Internet to access other nontraditional sources to find
IS jobs have more opportunities to land a job. Many Web sites, such as Mon-
ster, Career Builders, Indeed, Simply Hired, Snagged a Job, TheLadders, Linke-
dIn, and ComputerJobs, post job opportunities for information system careers
as well as more traditional careers. Most large companies list job opportunities
on their corporate Web sites. These sites allow prospective job hunters to
browse job opportunities and get information on job location, salary, and bene-
fits. In addition, some sites allow job hunters to post their résumés. Many peo-
ple use social networking sites such as Facebook to help get job leads.
Corporate recruiters also use the Internet and social network sites to gather
information on current job candidates or to locate new job candidates.

Many professional organizations and online user groups can be helpful in
finding a job, staying current once employed, and seeking new career oppor-
tunities. These groups include the Association for Computer Machinery (ACM:
www.acm.org), the Association of Information Technology Professionals
(AITP: www.aitp.org), Apple User Groups (www.apple.com/usergroups), and
Linux user groups based in various countries around the world.

Many companies use Twitter to advertise job openings in industries such
as advertising and public relations, consulting, consumer products, and educa-
tion, among others. Many organizations in the information systems industry,
including Google (@googlejobs), Intel (@jobsatIntel), Microsoft (@Microsoft_-
Jobs), and Yahoo (@EngRecruiter), also use Twitter to advertise job openings.

Students should review and edit what is posted about them on social
media sites, as employers often search the Internet to get information about
potential employees before they make hiring decisions. Over 90 percent of
respondents to a recent survey either use or plan to use some form of social
media—such as Facebook, LinkedIn, or Twitter—in their recruiting.30

Critical Product Supply Turns to Shadow IT
Thinking
Exercise You are a section manager in the product supply department of a midsized
manufacturing firm. The department manager has called a meeting of all section
managers to outline his plan to contract with a cloud service provider to provide
sales forecasting and inventory management software and services. The goal is to
reduce the number of out-of-stock occurrences while maintaining a minimum level
of finished product inventory. The cloud service provider requires detailed order,
shipment, and promotion data for the past three years in addition to ongoing current
data. Members of the product supply department will be able to access the software
to develop sales forecasts and make better manufacturing and inventory decisions.

Review Questions

1. What are the arguments for and against shadow IT?
2. What are the possible motivations for your manager to recommend the use of

shadow IT?

Critical Thinking Questions

1. What potential issues could arise from this proposed project?
2. The department manager has just completed his discussion and is asking for

comments and questions. What would you say?

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74 PART 1 • Information Systems in Perspective

Summary

Principle:

Organizations are open systems that affect and are affected by their
surrounding environment.

An organization is a group of people that is structured and managed to
meet its mission or set of group goals. Organizations affect and are affected
by their environment.

The value chain is a series of activities that an organization performs to trans-
form inputs into outputs in such a way that the value of the input is increased.

The supply chain is a key value chain whose primary activities include
inbound logistics, operations, outbound logistics, marketing and sales, and
service. Supply chain management encompasses all the activities required to
get the right product into the right consumer’s hands in the right quantity at
the right time and at the right cost.

Information systems have transformed the nature of work and the shape
of organizations themselves. They are often so intimately involved in the
activities of the value chain that they are a part of the process itself.

A virtual team is a group of individuals whose members are distributed
geographically, but who collaborate and complete work through the use of
information systems.

Principle:

Positive change is a key ingredient for any successful organization.
Innovation is the application of new ideas to the products, processes, and

activities of a firm, leading to increased value. Innovation is the catalyst for
the growth and success of any organization. Innovation may be classified as
sustaining or disruptive.

Business process reengineering is a form of innovation that involves the
radical redesign of business processes, organizational structures, information
systems, and values of the organization to achieve a breakthrough in results.
Continuous improvement is a form of innovation that continually improves
business processes to add value to products and services.

Outsourcing is a long-term business arrangement in which a company con-
tracts for services with an outside organization that has expertise in providing a
specific function. Offshore outsourcing is an outsourcing arrangement in which
the organization providing the service is located in a country different from the
firm obtaining the services. Downsizing involves reducing the number of employ-
ees to cut costs. All these staffing alternatives are an attempt to reduce costs or
improve services. Each approach has its own associated ethical issues and risks.

Principle:

Information systems must be implemented in such a manner that they
are accepted and work well within the context of an organization and
support its fundamental business goals and strategies.

Organizational culture consists of the major understandings and assump-
tions for a business, a corporation, or an organization. According to the con-
cept of organizational learning, organizations adapt to new conditions or alter
practices over time.

Organizational change deals with how organizations successfully plan for,
implement, and handle change. The ability to introduce change effectively is
critical to the success of any information system project.

Several change models can be used to increase the likelihood of success-
fully introducing a new information system into an organization.

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CHAPTER 2 • Information Systems in Organizations 75

Lewin’s three-stage organization change model divides the change imple-
mentation process into three stages: unfreezing, moving, and refreezing. The
model also identifies key tasks that need to be performed during each stage.

Lewin’s force field analysis is an approach to identifying the driving (pos-
itive) and restraining (negative) forces that influence whether change can
occur.

Leavitt’s diamond proposes that every organizational system is made up of
four main components—people, tasks, structure, and technology—that all inter-
act. To successfully implement a new information system, appropriate changes
must be made to the people, structure, and tasks affected by the new system.

The user satisfaction and technology acceptance model specifies the factors
that can lead to better attitudes about the use of a new information system,
along with higher acceptance and use of it.

The diffusion of innovation theory explains how a new idea or product
gains acceptance and diffuses through a specific population or subset of an
organization. A key point of this theory is that adoption of any innovation
does not happen all at once for all people; rather, it is a drawn-out process,
with some people quicker to adopt the innovation than others. The theory
groups adopters into five categories and recommends a different adoption
strategy for each category.

Principle:

The information system worker functions at the intersection of busi-
ness and technology and designs, builds, and implements solutions
that allow organizations to effectively leverage information technology
systems.

Successful information system workers need to have a variety of personal
characteristics and skills, including the ability to work well under pressure, good
communication skills, solid analytical and decision-making skills, effective team
and leadership skills, and adeptness at implementing organizational change.

Technology is one of the fastest-growing areas of the U.S. economy, which
has a strong demand for information system workers.

Opportunities in information systems are available to people from foreign
countries under the H-1B and L-1 visa programs.

The IS organization has three primary functions: operations, development,
and support.

Typical operations roles include data center manager, system operator,
information system security analyst, and LAN administrator.

Typical development roles include software developer, systems analyst,
programmer, and Web developer.

Typical support roles include database administrator and system support
specialist.

Only about 60 percent of all information technology outlays are controlled
by the information systems department. Shadow IT is a term used to describe
the information systems and solutions built and deployed by departments other
than the information systems department. In many cases, the information sys-
tems department may not even be aware of these efforts.

Certification is a process for testing skills and knowledge; successful com-
pletion of a certification exam results in an endorsement by the certifying
authority that an individual is capable of performing particular tasks or jobs.
Certification frequently involves specific, vendor-provided, or vendor-endorsed
coursework.

Besides working for an IS department in an organization, IS personnel can
work for a large consulting firm or a hardware or software manufacturer.
Developing or selling products for a hardware or software vendor is another
IS career opportunity.

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76 PART 1 • Information Systems in Perspective

Key Terms

business process reengineering (BPR) organizational change
certification organizational culture
change management model organizational learning
continuous improvement outsourcing
culture process redesign
diffusion of innovation theory reengineering
downsizing restraining forces
driving forces shadow IT
force field analysis soft side of implementing change
innovation supply chain
Leavitt’s diamond supply chain management (SCM)
Lewin’s change model technology acceptance model (TAM)
offshore outsourcing value chain
offshoring virtual team
organization

Chapter 2: Self-Assessment Test

Organizations are open systems that affect and are Positive change is a key ingredient for any suc-
affected by their surrounding environment. cessful organization.

1. Organizations are considered to be 5. Continuous enhancement of an existing product

systems, meaning that can affect and are affected is an example of innovation.

by their surrounding environment. 6. A long-term business arrangement in which a

2. The is a series of activities that an company contracts for services with an outside

organization performs to transform inputs into organization located in another country to provide

outputs in such a way that the value of the input a specific business function is called .

is increased. a. business process reengineering

a. supply chain b. outsourcing

b. inbound logistics c. downsizing

c. value chain d. offshore outsourcing

d. manufacturing 7. of large information system projects

3. encompasses all the activities fail, at least in part, due to a failure to prepare

required to get the right product into the right business users for the actual change to come.

customer’s hands in the right quantity at the right a. Less than 15 percent

time and at the right cost. b. Over 80 percent

4. Which of the following is not a true statement c. About 48 percent

regarding the use of virtual teams? d. Between 30 and 70 percent

a. Virtual teams enable the organization to enlist Information systems must be implemented in
such a manner that they are accepted and work
the best people in different geographical regions well within the context of an organization and
support its fundamental business goals and
to solve important organizational problems. strategies.

b. The use of virtual teams provides the ability to

staff a team with people who have a wide

range of experience and knowledge that

stems from a variety of professional experi- 8. The three stages of Lewin’s change model include
(1) ceasing old habits and creating a climate that
ences and cultural backgrounds. is receptive to change; (2) learning new work
methods, behaviors, and systems; and
c. It is usually easy and convenient for all mem- (3) .
a. reinforcing changes to make the new process
bers of a virtual team to meet at the same time second nature, accepted, and part of the job

and physical location.

d. Members of a virtual team may feel that their

work day never ends.

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CHAPTER 2 • Information Systems in Organizations 77

b. fine-tuning existing work processes and sys- organizations to effectively leverage information tech-
nology systems.
tems so they become more streamlined and

efficient 10. The Bureau of Labor Statistics forecasts an

c. replacing existing users that refuse to accept increase of new computing jobs in

the change the time period 2012 to 2022.

d. rewarding those responsible for the change a. .12 million

9. The change model is helpful in b. .5 million

identifying and addressing negative feelings that c. 1.0 million

make it difficult for users to accept the move to a d. 1.2 million

new information system. 11. The typical information systems organization is

a. Leavitt’s diamond typically divided into three functions, including

b. Lewin’s force field analysis support, development, and .

c. Diffusion of innovation theory 12. is a process for testing skills and

d. Lewin’s change model knowledge; successful completion of a certifica-

The information system worker functions at the tion exam results in an endorsement by the cer-
intersection of business and technology and
designs, builds, and implements solutions that allow tifying authority that an individual is capable of

performing particular tasks or jobs.

Chapter 2: Self-Assessment Test Answers

1. open 7. d
2. c 8. d
3. Supply chain management 9. b
4. c 10. d
5. sustaining 11. operations
6. d 12. Certification

Review Questions 7. What is outsourcing? How is it different from
offshoring?
1. What is the difference between a value chain and
a supply chain? 8. What is meant by the term “the soft side of
implementing change”?
2. What activities are encompassed by supply chain
management? 9. What do the terms “organizational culture” and
“organizational learning” mean?
3. What are some of the characteristics of a virtual
team? 10. Sketch and briefly describe Leavitt’s diamond.
11. List and describe three popular job-finding Web
4. Identify and briefly describe the differences
between the two types of innovation discussed in sites.
the chapter.
12. Describe the role of a CIO within an organization.
5. Briefly define the term “business process 13. What is meant by the term “shadow IT”?
reengineering.”

6. What is meant by continuous improvement?

Discussion Questions 2. Discuss a virtual team of which you are a mem-
ber. What is the role of the team? How were the
1. Discuss a value chain of which you are a members of the team chosen, and what unique
part. What is the purpose of the value chain? skills and experiences does each member bring to
What is your role? How do you interact the team? How does the team communicate and
with other members of the value chain? How share information?
is the effectiveness of the value chain
measured?

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