Operation Management

The area of management concerned with the design, operation, and improvement of the
systems and processes the organization uses to deliver its goods and services

Customer Relationship Management (CRM) System

An information system used to build customer relationships, enhance loyalty, and manage
interactions with custimers

Data-Driven Decision Making

Decision making that draws on the billions of pieces of date that can be aggregated to reveal
important trends and patters

Business Intelligence
The information managers use to make decisions, drawn from the company's own
information systems or external sources

Social Networking Sites

Online communities of people who create profiles for themselves, form ties with other with
whom they share interests, and make new connections based on those ties

Competitive Advantage
Anything that gives a firm a lead over its rivals; it can be gained through the development
and application of innovative information systems

Data
The individual facts or pieces of information

Information
Data or facts that are assembled and analyzed to add meaning and usefulness
Information Systems
A system that brings together four critical components to collect, process, manage, analyze,
and distribute information; the the four components are people, technology, processes, and
data

User-Generated Content (UGC)

The content contributed to a system by its users

Web 2.0
The second generation of web development that facilitates far more interactivity, end-user
contributions, collaboration, and information sharing compared to earlier models

Information Technology (IT)

The hardware, software, and telecommunications that comprise the technology component of
information systems; the term is often used more broadly, to refer to information systems

Information and Communications Technology (ICT)

The term encompasses the broad collection of information processing and communications
technologies, emphasizing that telecommunication technology is a significant feature of
information systems

Business Process
A set of activities designed to achieve a task; organizations implement information systems
to support, streamline, and sometimes eliminate business processes

Business Process Management (BPM)

Focuses on designing, optimizing, and streamlining business processes throughout the
organization
E-Discovery
The process by which electronic data that might be used as legal evidence are requested,
secured, and searched

Management Information Systems (MIS)

The study of information systems--how people, technology, processes, and data work
together. Also used to describe a special type of information system that supports tactical
decision making at the managerial level

Chief Information Officer (CIO)

The person who heads the department responsible for managing and maintaining
information systems, and ensuring they support the organization's strategic goals

Crisis Management Team

The team in an organization that is responsible for identifying, assessing,and addressing
threats from unforeseen circumstances that can lead to crisis situations

Summary Point 1
Organizations rely on information systems for a host of reasons, and they play critical roles
in several contexts: operations management, customer interactions, decision making,
collaboration and teamwork, strategic initiatives, and individual productivity

Summary Point 2
Data, information, and knowledge are terms along a continuum that reflect how raw facts
can be combined, assembled, and analyzed to add meaning and value. Characteristics of
information that add to its value include timeliness, accuracy, and completeness

Summary Point 3
The four components of any information system are (1) people, (2) technology, (3) process,
and (4) data. The "people" component encompasses far more than just the IT staff. it
encompasses the human element and involves people from many different parts of the
organization. Customers and suppliers also participate in improving processes and
eliminating waste. Customers may become contributors through user-generated content and
Web 2.0 applicatons

Summary Point 4
The young discipline of information systems attracts faculty and students from many fields,
private-sector analysts, government workers, and more. Research trends show the changing
nature of the field. Interest in subjects such as the role of IT in markets and in collaborative
group work has increased considerably

Summary Point 5
Information systems contribute to success in every functional department and in all different
types of organizations. Learning how they make these contributions, and how you can lead
efforts to leverage their power, are important regardless of your specialization. This
knowledge will also improve your own productivity

Summary Point 6
Although information systems hold extraordinary promise, they also present risks and
ethical concerns, especially because of amplification effects. Privacy breaches occur
frequently and the damage can affect millions. Reputations are also more vulnerable because
messages, whether accurate or not, can spread so quickly