Project Management

Question One - Explain the triple constraint and its importance in project management.

The triple constraint is where managers are faced with making trade-offs between the scope of a project, the time it consumes and it's cost. Within the life cycle of any project, the scope, time and cost with unavoidably change. The three variables are interdependent, and if one variable is changed, the other two will be affected:

• To increase the scope of a project, both the time spent on the project and it's cost will also increase.
• To reduce the time spent on a project, costs will be increased and the scope reduced.
• To reduce the costs affiliated with the project, the time spent on the project will be increased and the scope of the project reduced.

Project management is the making of intelligent decisions in regards to these three variables. Managers often find it difficult to balance these three variables, leading to the development of companies such as The Australian Institute of Project Management (AIPM), who develop programs to assist managers in their project development skills through. Further details on the services AIPM provide can be found here.

Question Two - Describe the two primary diagrams most frequently used in project planning.

The first main diagram used in project planning is the Program Evaluation and Review (PERT) Chart. This particular diagram is a graphical network model that depicts all the tasks of a project and the relationships that form between it. In particular, it focuses upon the dependencies between such tasks, and the critical paths that need to be followed.

The second main diagram used in project planning is the Gnatt Chart. This form of charting shows the project tasks that must be completed in a simple bar graph against a calender form, allowing time frames in which to complete tasks to be easily identified. Often, database programs such as Microsoft Excel can be used to form the basis of such a chart.

Question Three - Identify the three main areas a project manager must focus on managing to ensure success.

Manging people - the professional needs of a project must be balanced with the professional and personal needs of a project manager's team of employees. Dealing with people on a day to day basis, and ensuring they understand their role and function, as well as managing and dealing with any conflicts that may arise is the key to ensuring the human component of project management is upheld to the highest standard. The following YouTube video discusses some of the challenges managers face in relation to managing people: http://www.youtube.com/watch?v=tRzV1dJMErw

Managing communications - likewise, managers must ensure that all communication pertaining to the project at hand are managed and controlled. Communications must be directed at the appropriate persons, ensuring that all vital information regarding the development of the project is directed to right person, ensuring that development will be implemented.

Managing change - managers must be capable of managing changes that may occur throughout the project management process. As mentioned, the three variables of time, scope and cost will inevitable change throughout the life cycle of any project. Thus, it is important for managers to confront these changes and ensure they add to the value of a project, rather than detract from them.

Question Four - Outline two reasons why projects fail and two reasons why projects succeed.

Projects fail due to the inability to align the project to the objective of the wider company. An inability to do this would result in a standalone project that may be inconsistent with the overall view of a company, hence making it difficult to gain wider support for such a project within the company. A second reason as to why project fail is due to the inability to move beyond individual and personality conflicts. This is usually the result of poor person management, and can result in a fractured team trying to work upon a singular project. This can result in objectives failing to be fulfilled, and the overall project being inconsistent as a whole.

Projects succeed when sponsorship is gained from the executive level. When executive members of a company support a project, it is likely that the project will be supported throughout the whole organisation. This leads to greater employee input and a greater ability to improve the project with the vast amounts of knowledge provided. Projects are also successful when a good decision making structure has been implemented. This avoids rash and inconsistent decisions being made, and ensures all decisions pertaining to the development of projects are well thought through and considered.

Customer Relationship Management and Business Intelligence

Question One - What is your understanding of CRM?

Customer Relationship Management (CRM) is the managing of all aspects of a customer's relationship with an organisation. The benefit of CRM is the increase in customer loyalty and retention, which correlates to the profitability of an organisation. In essence, the communications between an organisation and their customers are seen to be "friendlier", and organisations hence appear less focused on gaining profits and more focused on customer satisfaction. The main intention of CRM is to keep existing customers rather than apply effort to find new customers.

CRM is a business tool that has increased substantially in popularity over the past ten years. Christopher Musico reports upon this finding in 2009, noting that over the past five years, the CRM Market had consistently grown, and from 2008-2009, the market increased by 12.5%. The full text can be found at http://www.destinationcrm.com/Articles/CRM-News/Daily-News/CRM-Market-Grows-for-Fifth-Straight-Year-55275.aspx.

Question Two - Compare operational and analytical customer relationship management.

Operational CRM - supports traditional transactional processing for day-to-day, front of office operations or systems that deal directly with the customers. An example of an operational CRM system is Microsoft Dynamics CRM, where the CRM system is designed to integrate with standard Microsoft programs, such as Outlook and Excel. Product information can be found at the following link: http://crm.dynamics.com/.

Analytical CRM - supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers. Analytical CRM systems focus on long-term customer relationship management. These CRM systems are used to mine large amounts of data in order to map customer trends. Analytical CRM systems work in conjunction with Operational CRM systems to provide the most reliable customer information and profiles.

Question Three - Describe and differentiate the CRM technologies used by marketing departments and sales departments.

In Marketing Departments, operational CRM is used through campaign management systems, where users are guided through the formation and implementation of marketing campaigns. Operational CRM assists through looking at the costs associated with implementing and maintaining such a campaign. It can also be used to form customer profiles to assist in the selection of a target market which would be the focus of the campaign.

In Sales Departments, operational CRM is used mainly to automate the sales process. Such systems allow sales persons to coordinate their occupation and streamline the business processes they use most. Functions such as calenders, reminder systems, and contact databases can be used by sales departments as a way to automate the sales process.

Question Four - How could a sales department use operational CRM technologies?

An Operational CRM System would benefit a sales department on a day-to-day basis through:

• Generating lists - customer information from a variety of sources is complied and segmented for different marketing campaigns
• Cross-selling and up-selling - CRM systems can be implemented to make it easier to add further products to the sale (cross-selling) or increasing the value of a sale (up-selling

Question Five - Describe business intelligence and its value to businesses.

Business intelligence is the technology that provides data to support strategic decision making within the executive levels of an organisation. Business intelligence relies heavily upon data mining, whereby large amounts of data are analysed to map out patterns and trends. The following link shows how data can be mined to extract common themes and patterns that may emerge when large amounts of data are analysed. http://www.youtube.com/watch?v=Pzh1D-_0hQA.

Question Six - Explain the problem associated with business intelligence. Describe the solution to this business problem.

The main problem associated with business intelligence is that companies are data rich and information poor, i.e.companies have access to so much data that they cannot distinguish between what is valuable to them and what is not. The consequences of this includes a diminished opportunity to compete with other firms, and the inability to decide upon the best tactical move for a business to take, given the fact that they have an abundance of data but a lack of information and knowledge.

The solution to this problem is business intelligence. As data mining methods can be used to analyse such vast amount of data, the data will be converted into more useful formats and therefore, functional areas have an increased opportunity to use such information in their own specific decision making situations

Question Seven - What are two possible outcomes a company could get from using data mining?

• Increase in profits - data mining revels trends that can be targeted in future advertising and marketing campaigns.
• Better deployment of resources - data mining will highlight trends that may also indicate what products are most popular and which are least popular, allowing a company to better spend their resources.
  

Operations Management and Supply Chain Management

Question One - Define the term "operations management".

Operations management is the management of systems or processes that convert or transform resources (inputs) into goods and services (outputs).

Question Two - Explain operations management's role in business.

Operations management's role in business is quiet an important function to ensure success, development, effectiveness and efficiency. Operations management can be used in business tasks such as forecasting future figures and trends, capacity planning for future growth, inventory management, quality assurance, the motivation and training of employees, and the location and analysis of business facilities.

Question Three - Describe the correlation between operations management and information technology.
Operations management is supported by information technology as managers use IT in the making of their operations management decisions. Questions such as what resources are needed and in what amounts, when and where work is to be scheduled, who is to perform specific duties and how it is to be conducted are all questions supported by the data/information behind information technology.

Question Four - Explain supply chain management and is role in a business.
Supply chain management (SCM) is the management of information between and among stages in a supply chain. It essentially maximises total supply chain effectiveness and profitability. SCM plays a vital role in businesses as it allows firms to know exactly where a product is in terms of the supply chain; if a resource is at a supplier or manufacturer, or if a product is in transportation or at a retailer. SCM allows businesses to be more effective with communicating information about the location of such resources between the different functional areas of a business.
Question Five - List and describe the five components of a typical supply chain.

• Plan - this is the initial stage of the supply chain, where a business drafts and plans the product or service they wish to make. It is at this stage that all components of their product/service are to be considered.
  

• Source - the second stage of the supply chain involves the finding and purchasing of materials relevant to the product a business wishes to make.
  

• Make - the third stage of the supply chain is concerned with the actual transformation of inputs into outputs.
  

• Deliver - the fourth stage of the supply chain is concerned with the delivery of finished product to retailers and customers, for on-selling or person use.
  

• Return - the final stage of the supply chain is concerned with the return of feedback from all business functions concerned with the supply chain, as a way of self evaluation and improvement.
  

Question Six - Define the relationship between information technology and the supply chain.

Information technology has positive influence upon the supply chain:

• It significantly improves forecasting and operations
• Provides companies with greater visibility over different supply chain levels
• Creates integration and linkage between the different functional areas of a business with external suppliers and transporters.
• Allows a faster response to consumer demands within the supply chain
• Can increase the competitive edge a business has through development of supply chain planning software and supply chain execution software
  

Networks and Wireless

Question One - Explain the business benefits of using wireless.

Wireless technology is the live connection users have to each other based on satellite or radio transmissions. The use of wireless technology improves business:

• As it provides universal access to information and applications
  
• Automises business processes, making redundant inefficient processes and centralising critical information
• Emphasises user convenience
• Increases the timeliness of access to information
• Provides the ability to conduct business 24 hours a day, 7 days a week.

Question Two - Describe the business benefits associated with VoIP.

Voice over IP (VoIP) is a method by which business can use the Internet as a medium for audible communications instead of hard-wired telecommunications networks. Business benefits associated with the use of this technology include ease of communication between geographically spread business functional areas, increase of speed in communications, digital web conferencing and the minimisation of costs. Costs are dramatically reduced as companies can avoid relying upon the telecommunications industry to communicate their information in a near instantaneous form.
The most recognisable form of VoIP is the program Skype. The Beta platform is displayed above. Skype utilises VoIP to connect businesses, families and friends across the globe. With a suitable Internet connection, microphone and webcam, two parties on opposite sides of the globe can connect together and talk "face-to-face".

2009 Film Up In the Air features the introduction of VoIP as a method of making employees redundant from a company. The trailer for the film can be viewed at the following link: http://www.youtube.com/watch?v=e7k6FwXJhNk

Question Three - Compare LANs and WANs.

A Local Area Network (LAN) connect computers together that reside in a particular geographical region, usually the premises of a business that forms the LAN. LAN's are mostly based on Ethernet connections, routers, firewalls and the Internet, allowing those connected to a LAN to share data and Internet connections. Firewalls provide unauthorised access to the shared data.

A Wide Area Network (WAN) connects computers together over a wider geographical region. Whereas LANs rely upon cabled connections, WAN's rely upon the Internet and other forms of wireless technology to connect computers together. WANs are implemented, for example, in university campuses that have multiple locations in different geographical regions, and in businesses that have offices located in multiple states.

Question Four - Describe RFID and how it can be used to help make a supply chain more effective.

Radio Frequency Identification (RFID) is a method of tracking inventory through small, near unidentifiable tags that rely upon radio waves to transmit data. Passive RFID tags have no internal power flow, but have the ability to detect faint signals and transmit data back towards the antenna. Active RFID tags operate upon the same basis, however have an active power flow.

RFID can make a supply chain more effective as the technology can provide a low cost method of tracking a products position within the supply chain. Downstream users of the product, such as customers, can track the progress of an item through the supply chain, from manufacturer, to transporter, to supplier and to retailer to track when are where their product may be.

Question Five - Identify the advantages and disadvantages of deploying mobile technology.

Mobile technology is any form of technology that can travel with its user, however it may not provide real-time data unless connected to an Internet service. Mobile devices include phones and laptops. Advantages of deploying mobile technology include:

• Ubiquity - the pervasive nature of technology means mobile devices can be used anywhere at anytime, often at a lower cost to other alternatives.
• Convenience - users of mobile technology can access real-time data given a connection to appropriate servers
• Instant connectivity - complicated boot-up processes associated with hard-wired networks are bypassed through the use of mobile technology
• Customisation - mobile technology can be easily customised depending on location, tastes and preferences.

Disadvantages of deploying mobile technology include:

• Decrease of security - mobile devices left unattended can easily become a gateway for thieves and fraudsters to utilise, which may result in identity theft
• Synchronisation - mobile devices may often need synchronising to a main server to keep up-to-date with relevant information, which can take time
• Cost - as mobile technology is constantly being updated, it is costly to keep with the times, as mobile technology can be rendered "yesterday's news" when new products are released
• Storage and memory issues - the small, portable nature of mobile devices often leads to smaller storage options for data, which can lead to slow mobile devices once hard drives and memory disks become filled.
  

Databases and Data Warehouses

Question One - List, describe, and provide an example of each of the five characteristics of high quality information.

Accuracy - this feature refers to all information being entered accurately in reflection of the relevant collected. For example, the spelling of names correctly is an issue related to the accuracy of information.

Completeness - this characteristic refers to information being completely entered. A common example of this would the entry of addresses, and ensuring all parts of an address are entered; street number, street name and type, city, state and postcode.

Consistency - this characteristic of high quality information refers to information being in agreement with each other, in terms of both content and formatting. An example of this would be the consistent formatting of cells in a spreadsheet containing currency amounts.

Uniqueness - this refers to the duplication of singular transactions, which has the ability to misrepresent store records. An example of this would be ensuring to record a unique customer only once within a database.

Timeliness - this characteristic refers to how up-to-date information is kept, and if this is appropriate in terms of the firm’s requirements. For example, information that must be updated on a regular basis needs to be updated wither daily or hourly, a frequency of which is determined by the firm itself.

Question Two - Define the relationship between a database and a database management system.

A database is an information system that maintains information about object, events, people and places. The database management system is the system which is used when searching, or querying the database for information. The database management system also manages the database to ensure full utilisation.

Question Three - Describe the advantages an organisation can gain by using a database.

Through the use of a database, an organisation can avoid:

• Data redundancy - the storage of the same data in multiple locations, a waste of hard disk space
• Data isolation - where data from one program cannot be accessed by another
• Data inconsistency - where various copies of data do not agree, and employees are presented with the issue of having to determine which is correct.

The use of a database can also ensure that data security (keeping the data safe from theft etc.), integrity (data meeting the constraints of it’s type) and independence (the separation between data and applications) is maintained

Question Four - Define the fundamental concepts of the relational database model.

A relational database is a type of database that stores information in the form of logically related, two dimensional tables. The figure above is one such example of a relational database. The fundamental concepts are:

• Entities - a person, place, object, event or transaction about which information is stored
• Entity Classes - a collection of similar entities
• Attributes - characteristics or properties of an entity class
• Keys - keys within a relational database are divided into two main formats. A primary key is a field that uniquely identifies a given entity in a database table. A foreign key is the primary key of one table that appears as an attribute in another table.
• Relationships - it is the foreign key that provides the relationship between database tables and hence allows a user to search vast amounts of data located in multiple fields with only one query.

Question Five - Describe the benefits of a data-driven website.

A data-driven website is an interactive website that is constantly updated in relation to the relevant needs of the firm’s customers. The benefits of such websites are as follows:

• Development - website owner can make any change at any time.
• Content management - there is no static layer between the website owner and website designer, so content does not have the chance to be misunderstood or slowly updated.
• Future expandability - fast growth is encouraged through data-driven websites.
• Minimisation of human error - data-driven websites have “error-tapping” mechanisms to ensure that all information entered is correct in content and format.
• Cutting of production and update costs - the removal of the middle man (website programmers and developers) cuts costs for any firm.
• Increased efficiency - computer systems are trained to keep record of certain templates and layouts, so that these do not need to be created each time the data-driven website is updated.
• Improved stability - content cannot be lost as there is no need to rely upon layouts specific to programmer’s abilities.

A well known example of a data driven website is Wikipedia, which can be found at the following link: http://en.wikipedia.org/wiki/Main_Page This website is of of many data driven websites, where users have the ability to interact with and modify content as they please. Monitored by administrators, Wikipedia can be likened to a "data farm", where information is created from the infinite amounts of data submitted by users of the website.

Question Six - Describe the roles and purposes of data warehouses and data marts in an organisation.

Data warehouses and data marts play an integral function within organisations, as they are the primary storage facilities for the abundant amounts of data organisations generate on a daily basis. Data warehouses aggregate information into a single repository, making is far more easier for employees to access data, utilise it and assist them in making business decisions and performing business analysis activities. Essentially, instead of the employee looking at a database and calculating totals they may need, an employee can access a data warehouse or data mart to find this information already sorted and organised in a manner appropriate to their need.

Enterprise Architectures

Question One - What is information architecture and what is information infrastructure and how do they differ and how do they relate to each other?

Information Architecture is a general plan of how IT is to be used by/within and organisation. Information architecture should focus upon:

• Backup and Recovery
• Disaster recovery
• Information security

Information Infrastructure is the actual implementation of the information architecture that will provide for effective information systems, including the hardware, software, services and people involved.

Question Two - Describe how an organisation can implement a solid information architecture.

Solid information architecture can be implemented through ensuring that the three aforementioned areas are focused upon in the planning stages of information infrastructure. By ensuring that data is protected from all types of threats, organisations can ensure that they will have all bases covered. The maintenance of a hot site, whereby employees can move to to maintain the operation of a business in the event of an emergency, is a key example of how solid information architecture has been implemented.

Question Three - List and describe the five requirement characteristics of infrastructure architecture.

• Reliability - ensures that all systems are functioning correctly and providing accurate information
• Flexibility - systems must meet all types of business changes in order to be flexible.
• Scalability - refers to how well a system can adapt to increase in demand. Planning for future increases in data retention allows a scalable system to be effectively designed.
• Availability - addresses when systems can be accessed by employees, customers and partners.
• Performance - measures how quickly a system performs a certain process or transaction in terms of efficiency IT metric or both speed and throughput.

Question Four - Describe the business value in deploying a service oriented architecture.

Service oriented architecture is a business driven IT architectural approach that supports integrating a business as linked, repeatable tasks or services. The benefits of implementing such a system ensures that IT systems can adapt quickly, easily and economically.

Question Five - What is an event?

An event is an electronic message indicating that something has happened. It detects threats and opportunities and alerts those who can act upon the information.

Question Six - What is a service?

A service contains a set of related commands that can be re-used. It is more like a software product in the sense that it can be used to describe a business process that is of importance to a company.

Question Seven - What emerging technologies can companies can use to increase performance and utilise their infrastructure more effectively?

• Virtualisation - this is a framework that can be implemented to divide the resources of a computer into multiple execution environments. It increases physical resources to consequently maximise a business' investment in hardware. An example of virtualisation would be the running of Windows-based programs on an Apple Mac machine, whereby a virtualised environment is created within the Mac machine, maximising the hardware and minimising the cost that needs to be outlaid by the business.
• Grid computing - this is the aggregation of geographically dispersed computing, storage and network resources to deliver improved performance, higher quality service, easier utilisation and access to data. It allows geographically separated functions of a business to be linked together within a virtualised environment, allowing productivity to flourish.

Ethics and Security

Question One - Explain the ethical issues surrounding information technology.

Information technology has a variety of ethical issues that surround it's use. Some of these issues include:

• Privacy: the interests of a person in protecting their life from unwanted intrusion and public scrutiny. Whilst no one person in Australia has a right to privacy, the unlawful interference with privacy is regulated by the Privacy Act 1988 (Cth).
• Confidentiality: the principle that regulates that certain information will be kept outside of the public domain.
• Intellectual property: collection of rights that protect creative and intellectual effort.
• Copyright: the exclusive right to do, or omit to do, certain acts with an intangible property, such as a song, video game, or certain proprietary documents.
• Pirated software: an unauthorised use, duplication, distribution or sale of copyrighted software.
• Counterfeit software: software that is manufactured to look authentic, and sold on this premise, even though it is not.

Question Two - Describe the relationship between an "email privacy policy" and an "Internet usage policy".

An "email privacy policy" establishes policies pertaining to the use of electronic communication within an organisation. It usually addressed how employees may use email and the Internet for non-employment purposes, what activities are permitted, what information will be recorded and who will have access to this information, and provides for the monitoring and auditing process that will consider the information gathered.

An "Internet usage policy" contains general principles to guide the proper use of the Internet. It usually addresses what services are available for use by employees, defines the organisation's position on the use of Internet, describe user responsibilities, and states the ramifications for the breach or violation of the policy.

Question Three - Summarise the five steps to creating an information security policy.

Step One: Develop the information security policies - identifies who is responsible and accountable for designing and implementing the organisation's information security policies.

Step Two: Communicate the information security policies - train all employees on the policies and establish clear expectations for the following of the policies.

Step Three: Identify critical information assets and risks - require the use of user ID, passwords and antivirus software on all computer systems, ensure that all networks are properly secured, and that the proper measures are implemented to deal with security threats.

Step Four: Test and re-evaluate risks - continually perform security reviews, audits, background checks and assessments.

Step Five: Obtain stakeholder support - Gain the approval and support from the board of directors and all stakeholders.

Question Four - What do the terms authentication and authorisation mean? How do they differ and provide some examples of each.

Authentication is the process of confirming users' identities. It is usually based upon something a user knows (e.g. a user ID and password), something a user has (e.g. a smart card or token), or something that is a part of the user (e.g. a fingerprint or voice signature).

Authorisation is the process of giving someone, who's identity has been authenticated, access information or permission to do or have something.

An example of these two working together would be logging onto a web-based email system, such as NineMSN's Hotmail. The process of authentication begins with the user entering their email address and password. Once both of these have been confirmed, the user is authorised to read emails in their inbox, send emails to other recipients, alter address book details etc.

Question Five - What are the five main types of security risks? Suggest one method to lessen the severity of a risk.

The five main types of security risks and related methods to lessen their severity are:

• Human Error: as humans are not infallible, they are prone to create accidental error. These errors are not malicious in nature, but can still have a detrimental effect on an organisation. To lessen the severity of this risks, organisation should ensure employees are properly trained in their field and are kept up to date with relevant practices.
  
• Natural Disasters: Natural disasters is our of the realm of control for organisations. Natural disasters include fire, earthquakes and destructive storming. The impact of this risk can be lessened through companies ensuring they have back up data located in alternative locations as so if they lose the primary location of operation, they do not lose all their data and records.
  
• Technical Failures: technical failures affect the technology an organisation implements, such as computers and other related hardware. Example of technical failure include malicious softwares, viruses and hoaxes. This risk can be minimised through to proper installation of anti-virus software, anti-spyware software, and the constant review of technology and its application.
  
• Deliberate Acts: deliberate acts is usually traced to the malicious intent and behaviour of employees and past employees. It involves events such as the hacking and exposing of sensitive data to the public. The risk can be minimised through ensuring passwords and encryption software is constantly altered so that employees may not have the chance to exploit a company's security once their employment has been terminated.
  
• Management Failure: this is essentially the failure of management to uphold its duty to their organisation. it is usually present as a lack of procedure in which managers fail to coordinate the efforts of their organisation. This issue can be avoided by ensuring managers are properly trained and competent in their duties.
  

eBusiness

Question One - What is an IP Address? What is it’s main function?

An IP address is a unique numerical label that is assigned to all devices within a network that are communicating to each other via the Internet. Its main function is to identify where data originates and where it is destined, and to ensure that data is sent and received accordingly.

Question Two - What is Web 2.0, how does it differ from 1.0?

Web 2.0 is the second generation of the World Wide Web. The main difference between the two generations is focused upon interactivity between data and consumers of the data. Web 2.0 is characterised by user participation, openness and the effect of networking, whereas Web 1.0 was focused on a lesser interactive, presentation of solid, unchanging data to the consumer.

Question Three - What is Web 3.0?

Web 3.0 is the future generation of the World Wide Web. Web 3.0 will be a database-formed World Wide Web, where the "tagging" of certain forms of data will allow the Internet to construct profiles of certain goods, services, items, people, events etc. Web 3.0 will show greater integration of data, and could possibly form the evolutionary path to artificial intelligence. Web 3.0 is prophesied to also make use of three-dimensional visions, using 3D spaces as ways to present and store data.

Question Four - Describe the different methods an organisation can use to access information

An organisation has four different ways in which it can access information over the Internet:

• Intranet: an intranet is an internalise portion of the Internet, protected from outside access. Organisations are able to access data and application software through their intranet.
• Extranet: an extranet is an intranet available to the allies of a business, such as customers, suppliers and partners. It is a common area on the Internet where both the business and those associated with it can interact together and share information.
• Portal: a portal is a website that offers a broad range of resources and services, such as email, online discussion boards, search engines and virtual shopping malls.
• Kiosk: a kiosk is a publicly accessible computer that has been set up to allow interactive information browsing.

Question Five - What is eBusiness, how does it differ from eCommerce?

eBusiness is the conduction of business on the Internet. It involves not only buying and selling of products, but also interacting with customers to ascertain their needs and wants, serving customers and collaborating with business partners. eCommerce differs from eBusiness as eCommerce limited only to the online transactions of buying and selling.

Question Six - List and describe the various eBusiness models?

• Business-to-Business (B2B): this model applies to businesses buying and selling to each other over the Internet, where data such as expected shipping date, delivery date and shipping status is shared.
• Business-to-Consumer (B2C): this model applies to any business that sells its products or services to consumers over the Internet.
• Consumer-to-Business (C2B): this model applies to any consumer that sells a product or service to a business over the Internet.
• Consumer-to-Consumer (C2C): this model applies to sites that offer goods and services from consumers to consumers.

Question Seven - List 3 metrics would you use if you were hired to assess the effectiveness and the efficiency of an eBusiness web site?

• Visitor Metrics: these metrics would identify to the business what type of visitors are engaging with the content of their web page. Depending on what type of visitor the consumer is will determine how frequent their visits to the site are, how much information the business knows about the consumer etc.
• Exposure Metrics: these metrics would identify how many pages views the business' page has in a defined period of time, and the number of visitors to the website.
• Visit Metrics: this data would reveal the length of time spent on certain pages of the business' site, as well how many raw pages a visitor is exposed to in one visit to a website.

Question Eight - Outline 2 opportunities and 2 challenges faced by companies doing business online?

Opportunities faced by companies in conducting business online include:

• Increased accessibility, as businesses can operate 24 hours a day online.
• Increases global reach, as businesses can reach into markets they may be geographically isolated from, however, with the assistance of the Internet, are now not isolated from

Challenges faces by companies in conducting business online include:

• Issues with the protection of consumer information, as consumers must be protected from unsolicited goods and communication, illegal or harmful goods, insufficient informational about the goods or suppliers, protection against privacy invasion and cyberfraud.
• Issues with increased liabilities, as the differing laws in different regions across the world may impose greater liabilities upon a business than those imposed within a home region.

Strategic Decision Making

Question One - Define TPS & DSS, and explain how an organisation can use these systems to make decisions and gain competitive advantages.

TPS: Transaction Processing Systems - TPS is the basic business system that serves the operational level of an organisation, for example an operation accounting system such as payroll.

DSS: Decision Support Systems - DSS looks at the effect decisions made have on other functional areas of a business.

When these two systems are implemented effectively, an organisation benefits holistically. TPS and DSS support executive information systems (EIS). When the three of these systems work together, the business becomes streamlined, with all functional levels and organisational levels working in harmony with each other and the overall goals of the organisation.

Question Two - Describe the three quantitative models typically used by decision support systems.

• Sensitivity Analysis - analyses how changes in one area of a business model will impact upon other areas of the business model.


• What-If Analysis - checks the impact of a change in an assumption on the proposed solution.


• Goal Seeking Analysis - finds the inputs required for an organisation to achieve its goals.

Question Three - Describe business processes and their importance to an organisation.

Business processes are a set of standardised tasks that accomplish a set purpose. These processes are important to an organisation as they form the backbone of the operations of a business. The more effective and efficient business processes are, the more efficiently and effectively run the business will be.

Question Four - Compare business process improvement and business process re-engineering.

Business process improvement is a process where analysts attempt to understand and measure the current process' success and make performance improvements accordingly. This process takes an existing system and, after evaluation, will suggest ways to improve the process for optimal productivity.

On the other hand, business process re-engineering is a process where analysts assume the current process is irrelevant, and instead of making improvements, will redesign the work flow within and between enterprises through forming a new business process.

Question Five - Describe the importance of business process modelling (or mapping) and business process models.

Business process modelling is the activity of creating a detailed flowchart or process map of a work process; it is making visible which is usually invisible. It shows the inputs, tasks and activities of a particular process in a structured sequence. A business process model is a graphic description of a process, developed for a specific purpose and from a selected viewpoint.

Business process modelling is important because:

• It exposes process detail gradually and in a controlled manner


• It encourages conciseness and accuracy in the process model


• It focuses attention on the process model interfaces


• It provides a powerful process analysis and consistent design vocabulary

There are two types of business process modelling; As-Is and To-Be process modelling. As-Is process models show the current state of operation within a business, and To-Be process modelling show the results of apply change improvement opportunities to the current as-is model.

The figure to the left displays the difference between As-Is and To-Be process modelling.

Information Systems in Business

Question One - Explain information technology's role in business and describe how you measure success?

Information technology is the use of technology in managing and processing information. As information is a strategic asset for all businesses, the supporting role information technology has in business is highly important.

If the implementation of information technology are successful, the benefits of using information technology extend to multiple functional areas of the business, such as customer service, finance, sales, marketing, operations management and human resources.

Success can be measured through establishing benchmarks. Benchmarks are ideal levels of performance an organisation aims to achieve. For information technology specifically, success can be measured through efficiency and effectiveness metrics. Efficiency metrics measure the performance of the IT systems itself, and determines if resources are being used optimally. Effectiveness metrics measure the impact IT has upon a certain business, and if this is assisting the business achieve its goals.

Efficiency metrics include:

• Throughput - amount of information that can travel through a system at any point in time
• Transaction speed - the time it takes a system to perform a transaction
• System availability - number of hours a system is available or customers
• Information accuracy - extent to which a system generate correct results when transactions are repeated
• Web traffic - host of benchmarks dealing with web popularity
• Response time - time taken to respond to user interactions

Effectiveness metrics include:

• Usability - the ease of which people perform transaction and/or find information
• Customer satisfaction - is measured by survey, the amount of customers retained and the increase in dollars per customer
• Conversion rates - the number of customers an organisation persuades to purchase their product
• Financial - looking at returns on investment and cost-benefit analysis

Question Two - List and describe each of the forces in Porter's Five Forces Model.

• Buyer power: buyer power is the power a customer wields in relation to purchasing. Buyer power is high when buyers have many sellers to choose from, and low when choices are few.
• Supplier power: supplier power refers to how much power a supplier has in terms of competing sellers and the demand from buyers. Supplier power is high when one supplier has concentrated power over a single market, as this diminishes the choice's buyers have. It is low when there are other, competing suppliers from which buyers can choose from.
• Threat of substitute products or services: this force refers to the amount of alternatives buyers can choose from. The threat is high when there are many alternatives for buyers to consider and purchase, and low when there are few alternatives.
• Threat of new entrants: this force pertains to the degree of ease in which new organisations can present their products to a market. The threat is high when it is easy for new competitors to enter a market, and low when there are many barriers to entry.
• Rivalry among existing competitors: rivalry essentially refers to the amount of competition that exists between the different organisations that pitch their products/services to the same market. Rivalry is high when competition is fierce and low when it is complacent.

Question Three - Compare Porter's three generic strategies.

Broad Cost Strategy
A company that implements this strategy will aim to reach a broad market based on financial leadership.

Differentiation
A company that implements this strategy will aim to reach a large market through differentiating products tailored to specific needs.

Focused Strategy
A company that implements this strategy aims to focus their marketing and sales efforts to a niche market, wither through cost or differentiated products.

Question Four - Describe the relationship between business processes and value chains.

A business process is a set of activities that accomplish a specific task within an organisation. Value chains are a series of processes that entice customers to remain loyal to a particular company through the addition of value to the service they receive. The more sophisticated and refined business processes are within the company pertaining to customer service, the more likely the value chain will be improved.