Management Information Systems Managing the Digital Firm THIRTEENTH EDITION BBA

About This Course

Management Information Systems
MANAGING THE DIGITAL FIRM
THIRTEENTH EDITION GLOBAL EDITION
Kenneth C. Laudon
New York University
Jane P. Laudon
Azimuth Information Systems
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Authorised adaptation from the United States edition, entitled Management Information Systems: Managing the Digital Firm, 13th Edition, ISBN: 978-0-13-305069-1 by Kenneth C. Laudon and Jane. P. Laudon, published by Pearson Education © 2014.
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About the Authors
Kenneth C. Laudon is a Professor of Information Systems at New York University’s Stern School of Business. He holds a B.A. in Economics from Stanford and a Ph.D. from Columbia University. He has authored twelve books dealing with electronic commerce, information systems, organizations, and society. Professor Laudon has also written over forty articles concerned with the social, organizational, and management impacts of information systems, privacy, ethics, and multimedia technology.
Professor Laudon’s current research is on the planning and management of large-scale information systems and multimedia information technology. He has received grants from the National Science Foundation to study the evolution of national information systems at the Social Security Administration, the IRS, and the FBI. Ken’s research focuses on enter- prise system implementation, computer-related organizational and occupational changes in large organizations, changes in management ideology, changes in public policy, and under- standing productivity change in the knowledge sector.
Ken Laudon has testified as an expert before the United States Congress. He has been a researcher and consultant to the Office of Technology Assessment (United States Congress), Department of Homeland Security, and to the Office of the President, several executive branch agencies, and Congressional Committees. Professor Laudon also acts as an in-house educator for several consulting firms and as a consultant on systems planning and strategy to several Fortune 500 firms.
At NYU’s Stern School of Business, Ken Laudon teaches courses on Managing the Digital Firm, Information Technology and Corporate Strategy, Professional Responsibility (Ethics), and Electronic Commerce and Digital Markets. Ken Laudon’s hobby is sailing.
Jane Price Laudon is a management consultant in the information systems area and the author of seven books. Her special interests include systems analysis, data management, MIS auditing, software evaluation, and teaching business professionals how to design and use information systems.
Jane received her Ph.D. from Columbia University, her M.A. from Harvard University, and her B.A. from Barnard College. She has taught at Columbia University and the New York University Graduate School of Business. She maintains a lifelong interest in Oriental languages and civilizations.
The Laudons have two daughters, Erica and Elisabeth, to whom this book is dedicated.
Preface
We wrote this book for business school students who wanted an in-depth look at how today's business firms use information technologies and systems to achieve corporate objectives. Information systems are one of the major tools available to business managers for achieving operational excellence, developing new products and services, improving decision making, and achieving competi- tive advantage. Students will find here the most up-to-date and comprehensive overview of information systems used by business firms today.
When interviewing potential employees, business firms often look for new hires who know how to use information systems and technologies for achiev- ing bottom-line business results. Regardless of whether you are an accounting, finance, management, operations management, marketing, or information sys- tems major, the knowledge and information you find in this book will be valu- able throughout your business career.
19
WHAT’S NEW IN THIS EDITION
CURRENCY
The 13th edition features many new opening, closing, and Interactive Session cases. The text, figures, tables, and cases have been updated through November 2012 with the latest sources from industry and MIS research.
NEW FEATURES
• Chapter-opening cases have been expanded and new case study questions have been added.
• More online cases: MIS Classic Cases, consisting of five outstanding cases from previous editions on companies such as Kmart or Blockbuster/Netflix, will be available on the book’s Web site. In addition, some of the chapter- ending cases from the previous edition (MIS12e) will be available online.
• New Video Cases collection: 30 video cases (2 per chapter) and additional instructional videos covering key concepts and experiences in the MIS world.
• Learning Tracks: over 40 Learning Tracks are for additional coverage of selected topics.
NEW TOPICS
• Social Business: Extensive coverage of social business, introduced in Chapter 2 and discussed in throughout the text. Detailed discussions of enterprise (internal corporate) social networking as well as social network- ing in e-commerce.
• Big Data: Chapter 6 on Databases and Information Management rewrit- ten to provide in-depth coverage of Big Data and new data management
20 Preface
WHAT’S NEW IN MIS
Plenty. In fact, there’s a whole new world of doing business using new tech- nologies for managing and organizing. What makes the MIS field the most excit- ing area of study in schools of business is the continuous change in technology, management, and business processes. (Chapter 1 describes these changes in more detail.)
A continuing stream of information technology innovations is transforming the traditional business world. Examples include the emergence of cloud com- puting, the growth of a mobile digital business platform based on smartphones, tablets, and ultrabooks, and not least, the use of social networks by managers to achieve business objectives. Most of these changes have occurred in the last few years. These innovations are enabling entrepreneurs and innovative tradi- tional firms to create new products and services, develop new business models,
technologies, including Hadoop, in-memory computing, non-relational databases, and analytic platforms.
• Cloud Computing: Expanded and updated coverage of cloud computing in Chapter 5 (IT Infrastructure), with more detail on types of cloud services, private and public clouds, hybrid clouds, managing cloud services, and a new chapter-ending case on Amazon’s cloud services. Cloud computing also covered in Chapter 6 (databases in the cloud); Chapter 8 (cloud secu- rity); Chapter 9 (cloud-based CRM); and Chapter 13 (cloud-based systems development and component-based development).
• Ethical and Social issues: expanded and updated coverage in Chapter 4 (Ethical and Social Issues) of the social and ethical issues that surround the rapid expansion of the mobile platform, including privacy, patent and copy- right, behavioral and smartphone tracking, data quality, due process, and quality of life.
• Socialgraph
• Socialmarketing
• Socialsearch
• SocialCRM
• Consumerization of IT and BYOD
• Mobile device management
• Mobile application development
• Responsive Web design
• Cyberlockers
• Expanded coverage of business analytics
• Machinelearning
• Windows 8, Android, iOS, and Chrome operating systems
• Apps
• HTML5
• IPv6
• Microblogging
• Multitouchinterface
• Siri
• Software-definednetworking
• Tabletcomputers
• 3-Dprinting

and transform the day-to-day conduct of business. In the process, some old businesses, even industries, are being destroyed while new businesses are springing up.
For instance, the rapid growth of online content stores such as iTunes and Amazon, based on cloud storage services—driven by millions of consumers who prefer smartphones and tablet computers as the center of their media world—has forever changed the older business models of distributing music, television, and movies on physical discs, such as CDs and DVDs. Cloud-based content delivered on the Internet is beginning to challenge the dominance of cable television networks for the delivery of television shows.
E-commerce is growing rapidly again following a deep recession, generating over $362 billion in revenues in 2012, and is estimated to grow to over $542 bil- lion in 2016. With nearly 122 million Americans accessing the Internet with their smartphones, mobile commerce in 2012 has grown to $30 billion in a few years, and is growing by double digits each year. Amazon's revenues grew 41 percent in 2011, despite the recession, while offline retail grew by 5 percent. E-commerce is changing how firms design, produce and deliver their products and services. E-commerce has reinvented itself again, disrupting the tradi- tional marketing and advertising industry and putting major media and content firms in jeopardy. Facebook and other social networking sites such as YouTube, Twitter, and Tumblr, and new graphical social sites such as Pinterest, exemplify the new face of e-commerce in the 21st Century. They sell services. When we think of e-commerce we tend to think of an online store selling physical products. While this iconic vision of e-commerce is still very powerful and the fastest growing form of retail sales in the U.S., growing up alongside is a whole new value stream based on selling services, not goods. It’s a services model of e-commerce. Information systems and technologies are the foundation of this new services-based e-commerce.
Likewise, the management of business firms has changed: With new mobile smartphones, high-speed wireless Wi-Fi networks, and wireless laptop and tablet computers, remote salespeople on the road are only seconds away from their managers’ questions and oversight. Managers on the move are in direct, continuous contact with their employees. The growth of enterprise-wide infor- mation systems with extraordinarily rich data means that managers no longer operate in a fog of confusion, but instead have online, nearly instant, access to the really important information they need for accurate and timely decisions. In addition to their public uses on the Web, private social networks, wikis and blogs are becoming important corporate tools for communication, collabora- tion, and information sharing.
THE 13TH EDITION:THE COMPREHENSIVE SOLUTION FOR THE MIS CURRICULUM
Since its inception, this text has helped to define the MIS course around the globe. This edition continues to be authoritative, but is also more customizable, flexible, and geared to meeting the needs of different colleges, universities, and individual instructors. This book is now part of a complete learning package that includes the core text and an extensive offering of supplemental materials on the Web.
The core text consists of 15 chapters with hands-on projects covering essen- tial topics in MIS. An important part of the core text is the Video Case Study
Preface 21

22 Preface
and Instructional Video package: 30 video case studies (2 per chapter) plus many instructional videos that illustrate business uses of information systems, explain new technologies, and explore concepts. Video cases are keyed to the topics of each chapter.
In addition, for students and instructors who want to go deeper into selected topics, there are over 40 online Learning Tracks that cover a variety of MIS top- ics in greater depth.
MyMISLab provides more in-depth coverage of chapter topics, career resources, additional case studies, supplementary chapter material, and data files for hands-on projects.
THE CORE TEXT
The core text provides an overview of fundamental MIS concepts using an integrated framework for describing and analyzing information systems. This framework shows information systems composed of management, organiza- tion, and technology elements and is reinforced in student projects and case studies.
Chapter Organization
Each chapter contains the following elements:
• A chapter-opening case describing a real-world organization to establish the
theme and importance of the chapter
• A diagram analyzing the opening case in terms of the management, organi-
zation, and technology model used throughout the text
• A series of learning objectives
• Two Interactive Sessions with Case Study Questions
• A Learning Tracks section identifying supplementary material in MyMISLab
• A Review Summary section keyed to the learning objectives
• A list of key terms that students can use to review concepts
• Review questions for students to test their comprehension of chapter material
• Discussion questions raised by the broader themes of the chapter
• A series of Hands-on MIS Projects consisting of two Management Decision
Problems, a hands-on application software project, and a project to develop
Internet skills
• A pointer to the chapter's video cases
• A Collaboration and Teamwork project to develop teamwork and presenta-
A diagram accompanying each chapter-opening case graphically illustrates how management, orga- nization, and technology elements work together to create an informa- tion system solution to the business challenges discussed in the case.
tion skills, with options for using open source collaboration tools

• A chapter-ending case study for students to learn about how real business firms use information systems, and to apply chapter concepts
KEY FEATURES
We have enhanced the text to make it more interactive, leading-edge, and appealing to both students and instructors. The features and learning tools are described in the following sections.
Business-Driven with Real-World Business Cases and Examples
The text helps students see the direct connection between information sys- tems and business performance. It describes the main business objectives driv- ing the use of information systems and technologies in corporations all over the world: operational excellence; new products and services; customer and supplier intimacy; improved decision making; competitive advantage; and sur- vival. In-text examples and case studies show students how specific companies use information systems to achieve these objectives.
We use current examples from business and public organizations throughout the text to illustrate the important concepts in each chapter. The case stud- ies describe companies or organizations that are familiar to students, such as Starbucks, Google, Groupon, Facebook, Amazon, L'Oréal, and Procter & Gamble.
Interactivity
There's no better way to learn about MIS than by doing MIS. We provide differ- ent kinds of hands-on projects where students can work with real-world busi- ness scenarios and data, and learn first hand what MIS is all about. These proj- ects heighten student involvement in this exciting subject.
• Online Video Case Package. Students can watch short videos online, either in-class or at home or work, and then apply the concepts of the book to the analysis of the video. Every chapter contains at least two business video cases (30 videos in all) that explain how business firms and managers are using information systems, describe new management practices, and explore concepts discussed in the chapter. Each video case consists of a video about a real-world company, a background text case, and case study questions. These video cases enhance students’ understanding of MIS topics and the relevance of MIS to the business world. In addition, there are many Instructional Videos that describe developments and concepts in MIS keyed to respective chapters.
Preface 23

24 Preface
• Interactive Sessions. Two short cases in each chapter have been redesigned as Interactive Sessions to be used in the classroom (or on Internet discussion boards) to stimulate student interest and active learning. Each case con- cludes with case study questions. The case study questions provide topics for class discussion, Internet discussion, or written assignments.
Each chapter contains two Interactive Sessions focused on management, organiza- tions, or technology using real- world companies to illustrate chapter concepts and issues.
Case study questions encourage students to apply chapter concepts to real-world companies in class discussions, student presentations, or writing assignments.
• Hands-on MIS Projects. Every chapter concludes with a Hands-on MIS Projects section containing three types of projects: two Management Decision Problems, a hands-on application software exercise using Microsoft Excel, Access, or Web page and blog creation tools, and a project that devel- ops Internet business skills. A Dirt Bikes USA running case in MyMISLab provides additional hands-on projects for each chapter.
Two real-world business scenarios per chapter provide opportunities for students to apply chapter concepts and practice management decision making.

Preface 25
• Collaboration and Teamwork Projects. Each chapter features a collabora- tive project that encourages students working in teams to use Google Sites, Google Docs, and other open-source collaboration tools. The first team proj- ect in Chapter 1 asks students to build a collaborative Google site.
Assessment and AACSB Assessment Guidelines
The Association to Advance Collegiate Schools of Business (AACSB) is a not-for- profit corporation of educational institutions, corporations and other organiza- tions that seeks to improve business education primarily by accrediting univer- sity business programs. As a part of its accreditation activities, the AACSB has developed an Assurance of Learning Program designed to ensure that schools do in fact teach students what they promise. Schools are required to state a clear mission, develop a coherent business program, identify student learning objectives, and then prove that students do in fact achieve the objectives.
We have attempted in this book to support AACSB efforts to encourage assessment-based education. On the Laudon Web site is a more inclusive and detailed assessment matrix that identifies the learning objectives of each chap- ter and points to all the available assessment tools for ensuring students in fact do achieve the learning objectives. Because each school is different and may have different missions and learning objectives, no single document can satisfy all situations. The authors will provide custom advice on how to use this text in their colleges with different missions and assessment needs. Please e-mail the authors or contact your local Pearson Education representative for contact information.
Students practice using software in real-world settings for achieving operational excellence and enhancing decision making.
Each chapter features a project to develop Internet skills for accessing informa- tion, conducting research, and performing online calculations and analysis.

26 Preface
For more information on the AACSB Assurance of Learning Program, and how this text supports assessment-based learning, please visit the Web site for this book.
Customization and Flexibility: New Learning Track Modules
Our Learning Tracks feature gives instructors the flexibility to provide in-depth coverage of the topics they choose. There are over 40 Learning Tracks avail- able to instructors and students. A Learning Tracks section at the end of each chapter directs students to short essays or additional chapters in MyMISLab. This supplementary content takes students deeper into MIS topics, concepts and debates; reviews basic technology concepts in hardware, software, database design, telecommunications, and other areas; and provide additional hands- on software instruction. The 13th Edition includes new Learning Tracks on E-Commerce Payment Systems, LAN Topologies, and the Occupational and Career Outlook for Information Systems Majors 2012–2018.
AUTHOR-CERTIFIED TEST BANK AND SUPPLEMENTS
• Author-Certified Test Bank. The authors have worked closely with skilled test item writers to ensure that higher level cognitive skills are tested. The test bank includes multiple-choice questions on content, but also includes many questions that require analysis, synthesis, and evaluation skills.
• New Annotated Interactive PowerPoint Lecture Slides. The authors have prepared a comprehensive collection of over five hundred PowerPoint slides to be used in lectures. Ken Laudon uses many of these slides in his MIS classes and executive education presentations. Each of the slides is anno- tated with teaching suggestions for asking students questions, developing in-class lists that illustrate key concepts, and recommending other firms as examples in addition to those provided in the text. The annotations are like an Instructor's Manual built into the slides and make it easier to teach the course effectively.
STUDENT LEARNING-FOCUSED
Student learning objectives are organized around a set of study questions to focus student attention. Each chapter concludes with a review summary and review questions organized around these study questions.
MYMISLAB
MyMISLab is a Web-based assessment and tutorial tool that provides practice and testing while personalizing course content and providing student and class assessment and reporting. Your course is not the same as the course taught down the hall. Now, all the resources that instructors and students need for course success are in one place—flexible and easily organized and adapted for an individual course experience. Visit www.pearsonglobaleditions.com/ mymislab to see how you can teach, learn, and experience MIS.
CAREER RESOURCES
The Instructor’s Resource section of the Laudon Web site also provides exten- sive Career Resources, including job-hunting guides and instructions on how to

build a Digital Portfolio demonstrating the business knowledge, application software proficiency, and Internet skills acquired from using the text. The portfolio can be included in a resume or job application or used as a learning assessment tool for instructors.
INSTRUCTIONAL SUPPORT MATERIALS
Instructor Resource Center
Most of the support materials described in the following sections are conve- niently available for adopters on the online Instructor Resource Center (IRC). The IRC includes the Image Library (a very helpful lecture tool), Instructor's Manual, Lecture Notes, Test Item File and TestGen, and PowerPoint slides.
Image Library
The Image Library is an impressive resource to help instructors create vibrant lecture presentations. Almost every figure and photo in the text is provided and organized by chapter for convenience. These images and lecture notes can be imported easily into PowerPoint to create new presentations or to add to exist- ing ones.
Instructor’s Manual
The Instructor's Manual features not only answers to review, discussion, case study, and group project questions, but also in-depth lecture outlines, teaching objectives, key terms, teaching suggestions, and Internet resources.
Test Item File
The Test Item File is a comprehensive collection of true-false, multiple-choice, fill-in-the-blank, and essay questions. The questions are rated by difficulty level and the answers are referenced by section. The Test Item File also contains questions tagged to the AACSB learning standards. An electronic version of the Test Item File is also available in TestGen.
PowerPoint Slides
Electronic color slides created by the authors are available in PowerPoint. The slides illuminate and build on key concepts in the text.
Video Cases and Instructional Videos
Instructors can download the video cases from MyMISLab at www.pearsonglobaleditions.com/mymislab. See page 28 for a list of video cases and instructional videos available at the time of publication.
Learning Track Modules
Over 40 Learning Tracks provide additional coverage topics for students and instructors. See page 29 for a list of the Learning Tracks available for this edition.
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28 Preface
Chapter
Chapter 1: Information Systems In Global Business Today
Chapter 2: Global E-business and Collaboration
Chapter 3: Information Systems, Organizations, and Strategy
Chapter 4: Ethical and Social Issues in Information Systems
Chapter 5: IT Infrastructure: and Emerging Technologies
Chapter 6: Foundations of Business Intelligence: Databases and Information Management
Chapter 7: Telecommunications, the Internet, and Wireless Technology
Chapter 8: Securing Information Systems
Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications
Chapter 10: E-commerce: Digital Markets, Digital Goods
Chapter 11: Managing Knowledge
Chapter 12: Enhancing Decision Making
Chapter 13: Building Information Systems
Chapter 14: Managing Projects
Chapter 15: Managing Global Systems
Video Cases and Instructional Videos
Video
Case 1: UPS Global Operations with the DIAD IV
Case 2: Google: Google Data Center Efficiency Best Practices
Case 1: IS in Action: Walmart’s Retail Link Supply Chain
Case 2: Saleforce.com: The Emerging Social Enterprise
Case 3: How FedEx Works: Inside the Memphis Super Hub
Instructional Video 1: US Foodservice Grows Market with Oracle CRM on Demand
Case 1: National Basketball Association: Competing on Global Delivery With Akamai OS Streaming Case 2: IT and Geo-Mapping Help a Small Business Succeed
Case 3: Materials Handling Equipment Corp: Enterprise Systems Drive Strategy
Instructional Video 1: SAP BusinessOne ERP: From Orders to Final Delivery and Payment
Case 1: What Net Neutrality Means For You Case 2: Privacy: Social Network Data Mining Case 3: Data Mining for Terrorists and Innocents. Instructional Video 1: The Right to be Forgotten
Case 1: ESPN: Getting to eXtreme Scale On the Web
Case 2: Salsesforce.com: Managing by Smartphone
Case 3: Hudson's Bay Company and IBM: Virtual Blade Platform Instructional Video 1: Google and IBM Produce Cloud Computing Instructional Video 2: IBM Blue Cloud is Ready-to-Use Computing
Case 1: Dubuque Uses Cloud Computing and Sensors to Build a Smarter City Case 2: Data Warehousing at REI: Understanding the Customer
Case 3: Maruti Suzuki Business Intelligence and Enterprise Databases
Case 1: Telepresence Moves Out of the Boardroom and Into the Field
Case 2: Unified Communications Systems: Virtual Collaboration With Lotus Sametime Instructional Video 1: CNN Telepresence
Case 1: Stuxnet and Cyber Warfare
Case 2: Cyber Espionage: The Chinese Threat
Case 3: UBS Access Key: IBM Zone Trusted Information Channel
Instructional Video 1: Sony PlayStation Hacked; Data Stolen from 77 Million Users Instructional Video 2: Zappos Working To Correct Online Security Breach
Instructional Video 3: Meet the Hackers: Annonymous Video Statement on Hacking SONY Instructional Video 4: Dick Hardt: Identity 2.0
Case 1: Workday: Enterprise Software as a Service
Case 2: Evolution Homecare Manages Patients with Microsoft CRM
Case 3: Sinosteel Strengthens Business Management with ERP Applications Instructional Video 1: Zara's: Wearing Today's Fashions With Supply Chain Management
Case 1: Deals Galore at Groupon
Case 2: Etsy: A Marketplace and Community Case 3: Ford AutoXchange B2B Marketplace
Case 1: How IBM’s Watson Became a Jeopardy Champion
Case 2: Alfresco: Open Source Document Management and Collaboration
Case 3 L'Oréal: Knowledge Management Using Microsoft SharePoint
Instructional Video 1: Analyzing Big Data: IBM Watson: Watson After Jeopardy
Instructional Video 2: Teamwork and Collaboration: John Chambers on Collaboration vs. Command and Control in Web 2.0 Instructional Video 3: FreshDirect's Secret Sauce: Customer Data From the Website
Instructional Video 4: Oracle's Mobile Business Intelligence App
Case 1: FreshDirect Uses Business Intelligence to Manage Its Online Grocery Case 2: Business Intelligence: Decision Making at the Cincinnati Zoo
Case 1: IBM: SaaS Business Process Management
Case 2: IBM Helps the City of Madrid With Real-Time BPM Software
Instructional Video 1: IBM BPM Business Process Management Customer Story: Besthome Store Instructional Video 2: Workflow Management: Visualized
Case 1: Blue Cross Blue Shield: Smarter Computing Project Case 2: NASA: Project Management Challenges
Instructional Video: Software Project Management in 15 Minutes
Case 1 Daum Runs Oracle Apps on Linux
Case 2: Lean Manufacturing and Global ERP: Humanetics and Global Shop Case 3: Monsanto, Cisco ANS, and Microsoft SharePoint

Learning Track Modules
Chapter
Chapter 1: Information Systems in Global Business Today
Chapter 2: Global E-Business and Collaboration
Chapter 3: Information Systems, Organizations, and Strategy
Chapter 4: Ethical and Social Issues in Information Systems
Chapter 5: IT Infrastructure and Emerging Technologies
Chapter 6: Foundations of Business Intelligence: Databases and Information Management
Chapter 7: Telecommunications, the Internet, and Wireless Technology
Chapter 8: Securing Information Systems
Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications
Chapter 10: E-commerce: Digital Markets, Digital Goods
Chapter 11: Managing Knowledge
Chapter 12: Enhancing Decision Making
Chapter 13: Building Information Systems
Chapter 14: Managing Projects
Learning Tracks
How Much Does IT Matter? Information Systems and Your Career The Mobile Digital Platform
Systems From a Functional Perspective
IT Enables Collaboration and Teamwork
Challenges of Using Business Information Systems
Organizing the Information Systems Function
Occupational and Career Outlook for Information Systems Majors 2012-2018
The Changing Business Environment for IT
Developing a Corporate Code of Ethics for IT
How Computer Hardware Works
How Computer Software Works
Service Level Agreements
The Open Source Software Initiative Comparing Stages in IT Infrastructure Evolution Cloud Computing
Database Design, Normalization, and Entity-Relationship Diagramming Introduction to SQL
Hierarchical and Network Data Models
LAN Topologies
Broadband Network Services and Technologies Cellular System Generations
Wireless Applications for Customer Relationship Ma Introduction to Web 2.0
The Booming Job Market in IT Security
The Sarbanes-Oxley Act
Computer Forensics
General and Application Controls for Information Sy Management Challenges of Security and Control Software Vulnerability and Reliability
SAP Business Process Map
Business Processes in Supply Chain Management and Supply Chain Metrics Best-Practice Business Processes in CRM Software
E-Commerce Challenges: The Story of Online Groceries Build an E-Commerce Business Plan
Hot New Careers in E-Commerce
E-commerce Payment Systems
Challenges of Knowledge Management Systems
Building and Using Pivot Tables
Unified Modeling Language
Primer on Business Process Design and Documentat Primer on Business Process Management
Capital Budgeting Methods for Information Systems Investments Information Technology Investments and Productivity
Enterprise Analysis (Business Systems Planning) and Critical Success Factors
nagement, Supply Chain Management, and Healthcare
stems
ion
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30 Preface
ACKNOWLEDGEMENTS
The production of any book involves valued contributions from a number of persons. We would like to thank all of our editors for encouragement, insight, and strong support for many years. We thank Bob Horan for guiding the development of this edition and Karalyn Holland for her role in managing the project.
Our special thanks go to our supplement authors for their work. We are indebted to William Anderson for his assistance in the writing and production of the text and to Megan Miller for her help during production. We thank Diana R. Craig for her assistance with database and software topics.
Special thanks to my colleagues at the Stern School of Business at New York University; to Professor Lawrence Andrew of Western Illinois University; to Professor Detlef Schoder of the University of Cologne; to Professor Walter Brenner of the University of St. Gallen; to Professor Lutz Kolbe of the University of Gottingen; to Professor Donald Marchand of the International Institute for Management Development; and to Professor Daniel Botha of Stellenbosch University who provided additional suggestions for improvement. Thank you to Professor Ken Kraemer, University of California at Irvine, and Professor John King, University of Michigan, for more than a decade’s long discussion of information systems and organizations. And a special remembrance and dedication to Professor Rob Kling, University of Indiana, for being my friend and colleague over so many years.
We also want to especially thank all our reviewers whose suggestions helped improve our texts. Reviewers for this edition include the following:
Brad Allen, Plymouth State University
Anne Formalarie, Plymouth State University
Bin Gu, University of Texas – Austin
Essia Hamouda, University of California – Riverside
Kimberly L. Merritt, Oklahoma Christian University James W. Miller, Dominican University
Fiona Nah, University of Nebraska – Lincoln Thomas Schambach, Illinois State University
Pearson gratefully acknowledges and thanks the following people for their work on the Global Edition:
Global Edition Contributors
Ahmed Elragal, German University in Cairo Niveen Ezzat, Cairo University
Bee Hua Goh, National University of Singapore Jonas Hedman, Copenhagen Business School Ari Heiskanen, University of Oulu
Stefan Henningsson, Copenhagen Business School Andy Jones, Staffordshire University
Faouzi Kamoun, Zayed University
Global Edition Reviewers
James Collins, Aalto University School of Business
Navonil Mustafee, Swansea University
Karsten Boye Rasmussen, University of Southern Denmark
K.C.L. J.P.L.
Patricia Lago, VU University Amsterdam
Lesley Land, University of New South Wales Daniel Ortiz-Arroyo, Aalborg University
Neerja Sethi, Nanyang Technological University Vijay Sethi Nanyang, Technological University Upasana Singh, University of KwaZulu-Natal Damian A. Tamburri, VU University Amsterdam Robert Manderson, University of Roehampton
Abdul Razak bin Rahmat, Universiti Utara Malaysia Bernd Schenk, University of Liechtenstein