www.downloadslide.net PART Business Information Systems Chapter Electronic and Mobile Commerce Chapter Enterprise Systems Chapter Business Intelligence and Analytics Chapter 10 Knowledge Management and Specialized Information Systems Sergey Nivens/Shutterstock.com 295 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net CHAPTER Electronic and Mobile Commerce Rawpixel.com/Shutterstock.com Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 Did You www.downloadslide.net Know? • Although the business-to-consumer market grabs more of the news headlines, the B2B market is considerably larger and is growing more rapidly B2B sales within the United States were estimated to be over $780 billion in 2015, twice the size of B2C commerce • Target reported that cyberthieves compromised the credit card data and personal information including phone numbers, email and home addresses, credit and debit card numbers, PINS, expiration dates, and magnetic stripe data of as many as 110 million of its customers Within two days after the Target data breach was announced, a class action lawsuit was filed claiming that Target was negligent in its failure to implement and maintain reasonable security procedures and practices Principles Learning Objectives • Electronic and mobile commerce are evolving, providing new ways of conducting business that present both potential benefits and problems • Describe the current status of various forms of e-commerce, including B2B, B2C, C2C, and e-government • Outline a multistage purchasing model that describes how e-commerce works • Define m-commerce and identify some of its unique challenges • E-commerce and m-commerce can be used in many innovative ways to improve the operations of an organization • Identify several e-commerce and m-commerce applications • E-commerce and m-commerce offer many advantages yet raise many challenges • Identify the many benefits and challenges associated with the continued growth of e-commerce and m-commerce • Organizations must define and execute an effective strategy to be successful in e-commerce and m-commerce • Outline the key components of a successful e-commerce and m-commerce strategy • E-commerce and m-commerce require the careful planning and integration of a number of technology infrastructure components • Identify the key components of technology infrastructure that must be in place for e-commerce and m-commerce to work • Identify several advantages associated with the use of e-commerce and m-commerce • Discuss the key features of the electronic payment systems needed to support e-commerce and m-commerce Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 298 PART • Business Information Systems Why Learn about Electronic and Mobile Commerce? Electronic and mobile commerce have transformed many areas of our lives and careers One fundamental change has been the manner in which companies interact with their suppliers, customers, government agencies, and other business partners As a result, most organizations today have set up business on the Internet or are considering doing so To be successful, all members of the organization need to plan and participate in that effort As a sales or marketing manager, you will be expected to help define your firm’s e-commerce business model As a customer service employee, you can expect to participate in the development and operation of your firm’s Web site As a human resource or public relations manager, you will likely be asked to provide Web site content for use by potential employees and shareholders As an analyst in finance, you will need to know how to measure the business impact of your firm’s Web operations and how to compare that to competitors’ efforts Clearly, as an employee in today’s organization, you must understand what the potential role of e-commerce is, how to capitalize on its many opportunities, and how to avoid its pitfalls The emergence of m-commerce adds an exciting new dimension to these opportunities and challenges Many customers, potential employees, and shareholders will be accessing your firm’s Web site via smartphones, tablets, and laptops This chapter begins by providing a brief overview of the dynamic world of e-commerce As you read this chapter, consider the following: • • What are the advantages of e-commerce and m-commerce? How innovations in technology and infrastructure affect regions across the globe? An Introduction to Electronic Commerce Electronic commerce (e-commerce) is the conducting of business activities (e.g., distribution, buying, selling, marketing, and servicing of products or services) electronically over computer networks It includes any business transaction executed electronically between companies (business-to-business), companies and consumers (business-to-consumer), consumers and other consumers (consumer-to-consumer), public sector and business (governmentto-business), public sector to citizens (government-to-citizen), and public sector to public sector (government-to-government) Business activities that are strong candidates for conversion to e-commerce are ones that are paper based, time consuming, and inconvenient for customers Business-to-Business E-Commerce business-to-business (B2B) e-commerce: A subset of e-commerce in which all the participants are organizations Business-to-business (B2B) e-commerce is a subset of e-commerce in which all the participants are organizations B2B e-commerce is a useful tool for connecting business partners in a virtual supply chain to cut resupply times and reduce costs Although the business-to-consumer market grabs more of the news headlines, the B2B market is considerably larger and is growing more rapidly B2B sales within the United States were estimated to be over $780 billion in 2015, twice the size of B2C commerce.1 A recent survey by Forrester Research and Internet Retailer showed that 30 percent of B2B buyers now make more than half of their purchases online, and that percentage will likely increase to 56 percent by 2017, with much of that growth coming from purchases that are researched or completed through mobile devices.2 Popular B2C Web sites have helped raise expectations as to how an e-commerce site must operate, and many B2B companies are responding to those heightened expectations by investing heavily in their B2B platforms Spending on e-commerce technologies by large U.S manufacturers, wholesalers, and distributors is expected to top $2 billion in 2019.3 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net CHAPTER • Electronic and Mobile Commerce 299 Moving more customers online is key to B2B commerce success, so in addition to investing in new technologies, B2B companies are focusing on new ways of engaging their customer across multiple channels—both online and offline Providing customers with a consistent experience regardless of channel was a top priority for 68 percent of B2B organizations who took part in another recent survey commissioned by Accenture Interactive and SAP The top e-commerce priorities for many B2B buyers include transparent pricing, easily accessible product details, purchase tracking, and personalized recommendations.4 Many organizations use both buy-side e-commerce to purchase goods and services from their suppliers and sell-side e-commerce to sell products to their customers Buy-side e-commerce activities include identifying and comparing competitive suppliers and products, negotiating and establishing prices and terms, ordering and tracking shipments, and steering organizational buyers to preferred suppliers and products Sell-side e-commerce activities include enabling the purchase of products online, providing information for customers to evaluate the organization’s goods and services, encouraging sales and generating leads from potential customers, providing a portal of information of interest to the customer, and enabling interactions among a community of consumers Thus, buy-side and sell-side e-commerce activities support the organization’s value chain and help the organization provide lower prices, better service, higher quality, or uniqueness of product and service Grainger is a B2B distributor of products for facilities maintenance, repair, and operations (a category called MRO) with more than 1.5 million different items offered online See Figure 7.1 In 2015, the company’s online sales exceeded $4 billion or more than 40 percent of the company’s total sales.5 A key part of Grainger’s e-commerce success is its suite of mobile apps, which make it possible for customers to access products online and quickly find and order products via a smartphone or other mobile device Currently, 15 percent of the company’s e-commerce traffic comes to its Web site through mobile devices.6 FIGURE 7.1 Grainger e-commerce Grainger offers more than 1.5 million items online Source: grainger.com Business-to-Consumer E-Commerce business-to-consumer (B2C) e-commerce: A form of e-commerce in which customers deal directly with an organization and avoid intermediaries Business-to-consumer (B2C) e-commerce is a form of e-commerce in which customers deal directly with an organization and avoid intermediaries Early B2C pioneers competed with the traditional “brick-and-mortar” retailers in an industry, selling their products directly to consumers For example, in 1995, Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 300 PART • Business Information Systems upstart Amazon.com challenged well-established booksellers Waldenbooks and Barnes & Noble Amazon did not become profitable until 2003; the firm has grown from selling only books on a U.S.-based Web site to selling a wide variety of products through international Web sites in Canada, China, France, Germany, Japan, and the United Kingdom A recent Forrester Research Inc and Internet Retailer survey found that the average B2C order value was $158.7 As with B2B sales, B2C revenues are increasingly being driven by customers using mobile devices In Q3 of 2015, smartphones accounted for 14 percent of all B2C revenue—a 98 percent jump from the previous year.8 By using B2C e-commerce to sell directly to consumers, producers or providers of consumer products can eliminate the middlemen, or intermediaries, between them and the consumer In many cases, this squeezes costs and inefficiencies out of the supply chain and can lead to higher profits for businesses and lower prices for consumers The elimination of intermediate organizations between the producer and the consumer is called disintermediation More than just a tool for placing orders, the Internet enables shoppers to compare prices, features, and value, and to check other customers’ opinions Consumers can, for example, easily and quickly compare information about automobiles, cruises, loans, insurance, and home prices to find better values Internet shoppers can unleash shopping bots or access sites such as eBay Shopping.com, Google Shopping, Shopzilla, PriceGrabber, Yahoo! Shopping, or Excite to browse the Internet and obtain lists of items, prices, and merchants Worldwide, B2C e-commerce sales continue to grow rapidly, reaching $1.9 trillion in 2014 The Asia-Pacific region represents the world’s largest and fastest-growing B2C market; it accounts for almost 40 percent of total worldwide B2C sales.9 China’s e-commerce sales are now over $670 billion and are growing at a rate of over 40 percent per year Other top markets with doubledigit e-commerce sales growth include: United Kingdom ($99.4 billion), Japan ($89.6 billion), and Germany ($61.8 billion).10 Table 7.1 shows the estimated B2C e-commerce sales by world region from 2012 to 2017 (estimated) TABLE 7.1 Forecasted global B2C e-commerce sales (USD billions) Sales (billions) Region 2012 2013 2014 2015 2016 Asia-Pacific $301.2 $383.9 $525.2 $681.2 $855.7 $1,052.9 North America $379.8 $431.0 $482.6 $538.3 $597.9 $660.4 Western Europe $277.5 $312.0 $347.4 $382.7 $414.2 $445.0 Central and Eastern Europe $41.5 $49.5 $58.0 $64.4 $68.9 $73.1 Latin America $37.6 $48.1 $57.7 $64.9 $70.6 $74.6 Middle East and Africa $20.6 $27.0 $33.8 $39.6 $45.5 $51.4 $1,058.2 $1,251.4 $1,504.6 $1,771.0 $2,052.7 $2,357.4 Worldwide 2017 Source: “Global B2C Ecommerce Sales to Hit $1.5 Trillion This Year Driven by Growth in Emerging Markets,” e-Marketer, February 3, 2014, http://www.emark eter.com/Article/Global-B2C-Ecommerce-Sales-Hit-15-Trillion-This-Year-Driven-by-Growth-Emerging-Markets/1010575#sthash.ZQGggr6U.dpuf One reason for the steady growth in B2C e-commerce is shoppers find that many goods and services are cheaper when purchased online, including stocks, books, newspapers, airline tickets, and hotel rooms Another reason for the growth in B2C e-commerce is that online B2C shoppers have the ability to design a personalized product Nike, Inc., provides a successful example of this approach to personalization The company’s online NIKEiD service enables purchasers to customize a pair of shoes by selecting from different material, features, and fit options—including the Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net CHAPTER • Electronic and Mobile Commerce 301 level of insole cushioning, sole material, and the fabric color and design of everything from the lining of the shoe to the laces Nike also recently added a Personalized ID (PiD) service, which allows customers to further individualize their shoes by adding a personal message to their shoes—whether that be a personal mantra, a sports team affiliation, or a personal record According to Ken Dice, NIKEiD’s vice president and general manager, “The new Personalized iD service is exciting because it gives athletes the opportunity to communicate inspiration, support, passion and connection to the world around them in a meaningful and timely way.”11,12 Yet a third reason for the continued growth of B2C e-commerce is the effective use of social media networks by many companies looking to reach consumers, promote their products, and generate online sales Vera Bradley is a luggage design company that produces a variety of products, including quilted cotton luggage, handbags, and accessories The firm has more than 1.6 million Facebook followers and is one of the most followed Internet retailers on Pinterest Indeed, Vera Bradley has been extremely conscientious in cross-posting items from Facebook, Flickr, and YouTube to Pinterest When you visit the Vera Bradley Web site, Pinterest and other social buttons appear on the product pages so that shoppers can share their likes with friends Vera Bradley is an example of a B2C retailer that makes social media channels work together effectively to reach more potential customers Facebook, Instagram, Pinterest, and Twitter are just a few social networking sites that are continuing to add “paid social” features designed to help e-commerce companies generate sales by reaching a targeted audience Pinterest is gradually rolling out “Buyable Pins,” starting with large retailers like Macy’s and Nordstrom, allowing more of the social network’s 100 million active users to purchase products online without ever leaving the site.13 Many B2C merchants have also added social commerce or social shopping tools to their own sites For example, Target’s online Awesome Shop features user-generated images of Target products from Instagram Customers have three options for exploring the online shop: Products, Looks, and Places When a shopper clicks on an image in the shop, they can get details on the products shown, and with another click, they can initiate a purchase of the item from Target’s Web site.14 Another important trend is that of consumers researching products online but then purchasing those products at a local brick-and-mortar store Sales in local stores that are stimulated through online marketing and research are called Web-influenced sales Such sales are estimated to exceed $1.7 trillion—roughly 40 percent of total retail sales, and in some categories, such as baby/toddler and home furnishing, Web-influenced sales make up more than 55 percent of total sales.15 Amazon is the dominant B2C retailer in the United States, as illustrated in Table 7.2, which lists the country’s five largest B2C retailers TABLE 7.2 Largest business-to-consumer retailers in the United States Rank Company Total Web Sales (Billions of Dollars) Amazon $71.8 Walmart $13.2 Apple $10.7 Macy’s $4.7 Home Depot $4.3 Source: Wahba, Phil, “This Chart Shows Just How Dominant Amazon Is,” Fortune, http://fortune.com/2015/11 /06/amazon-retailers-ecommerce Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 302 PART • Business Information Systems As a result of a 1992 Supreme Court ruling that says online retailers don’t have to collect sales taxes in states where they lack a physical presence, millions of online shoppers not pay state or local tax on their online purchases Consumers who live in states with sales tax are supposed to keep track of their out-of-state purchases and report those “use taxes” on their state income tax returns However, few tax filers report such purchases Thus, despite having a legal basis to so, states find it very difficult to collect sales taxes on Internet purchases This avoidance of sales tax creates a price advantage for online retailers over brick-and-mortar stores, where sales taxes must be collected It also results in the loss of about $23 billion in tax revenue that could go to state and local governments to provide services for their citizens In 2013, and again in 2015, the U.S Supreme Court declined to get involved in state efforts to force Web retailers such as Overstock and eBay to collect sales tax from customers The court’s failure to act has put pressure on Congress to devise a national solution, as both online and traditional retailers complain about a patchwork of state laws and conflicting lower-court decisions; however, efforts to revise federal Internet sales tax rules have, so far, been unsuccessful Many states are now devising ways to sidestep the Supreme Court’s rulings or initiate new challenges in the courts Louisiana, Nebraska, and Utah are all considering measures that would expand the definition of “physical presence” to include a company’s use of a third-party shipping company to deliver products to customers’ homes.16 In the meantime, several other states are simply moving forward with efforts to collect tax online purchases, and many merchants are already complying Amazon, for instance, already collects sales tax on purchases in 24 states.17 Consumer-to-Consumer E-Commerce consumer-to-consumer (C2C) e-commerce: A subset of e-commerce that involves electronic transactions between consumers using a third party to facilitate the process Consumer-to-consumer (C2C) e-commerce is a subset of e-commerce that involves electronic transactions between consumers using a third party to facilitate the process eBay is an example of a C2C e-commerce site; customers buy and sell items to each other through the site Founded in 1995, eBay has become one of the most popular Web sites in the world, with 2015 net revenue of $8.5 billion.18 Other popular C2C sites include Bidz.com, Craigslist, eBid, Etsy, Fiverr, Ibidfree, Kijiji, Ubid, and Taobao The growth of C2C is responsible for a drastic reduction in the use of the classified pages of newspapers to advertise and sell personal items and services, so it has had a negative impact on that industry On the other hand, C2C has created an opportunity for many people to make a living out of selling items on auction Web sites According to eBay, the gross merchandise volume for items sold on its site in 2015 was $82 billion.19 Companies and individuals engaging in e-commerce must be careful that their sales not violate the rules of various county, state, or country legal jurisdictions More than 4,000 Web sites offer guns for sale and over 20,000 gun ads are posted each week on the Web site Armslist alone Extending background checks to the flourishing world of online gun sales has become a highly controversial issue in the United States Under current law, the question of when a background check must occur depends on who is selling the gun Federal regulations require licensed dealers to perform checks, but the legal definition of who must be licensed has not been clear.20 An Executive Order signed by President Barack Obama on January, 4, 2016, is designed to extend background check requirements to more types of online gun sellers, including more private sellers who had previously been exempted.21 Table 7.3 summarizes the key factors that differentiate B2B, B2C, and C2C e-commerce Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net CHAPTER • Electronic and Mobile Commerce 303 TABLE 7.3 Differences among B2B, B2C, and C2C Factors B2B B2C C2C Typical value of sale Thousands or millions of dollars Tens or hundreds of dollars Tens of dollars Length of sales process Days to months Days to weeks Hours to days Number of decision makers involved Several people to a dozen or more One or two One or two Uniformity of offer Typically a uniform product offering More customized product offering Single product offering, one of a kind Complexity of buying process Extremely complex; much room for negotiation on quantity, quality, options and features, price, payment, and delivery options Relatively simple; limited negotiation on price, payment, and delivery options Relatively simple; limited negotiation on payment and delivery options; negotiations focus on price Motivation for sale Driven by a business decision or need Driven by an individual consumer’s need or emotion Driven by an individual consumer’s need or emotion E-Government e-government: The use of information and communications technology to simplify the sharing of information, speed formerly paper-based processes, and improve the relationship between citizens and government E-government is the use of information and communications technology to simplify the sharing of information, speed formerly paper-based processes, and improve the relationship between citizens and government Governmentto-citizen (G2C), government-to-business (G2B), and governmentto-government (G2G) are all forms of e-government, each with different applications Citizens can use G2C applications to submit their state and federal tax returns online, renew auto licenses, purchase postage, and apply for student loans Citizens can purchase items from the U.S government through its GSA Auctions Web site, which offers the general public the opportunity to bid electronically on a wide range of government assets Healthcare.gov is a healthcare exchange Web site created by and operated under the U.S federal government as specified in the Patient Protection and Affordable Care Act It is designed for use by residents in the 36 U.S states that opted not to create their own state exchanges By accessing this Web site, users can view healthcare options, determine if they are eligible for healthcare subsidiaries, and enroll in a plan.22 G2B applications support the purchase of materials and services from private industry by government procurement offices, enable firms to bid on government contracts, and help businesses identify government contracts on which they may bid The Web site Business.USA.gov allows businesses to access information about laws and regulations and to download relevant forms needed to comply with federal requirements for their businesses The http://reverseauctions.gsa.gov/reverseauctions/reverseauctions/ Web site is a business and auction exchange Web site that helps federal government agencies purchase information system products by using reverse auctions and by aggregating demand for commonly purchased products FedBizOpps.gov is a Web site where government agencies post procurement notices to provide an easy point of contact for businesses that want to bid on government contracts G2G applications support transactions between government entities, such as between the federal government and state or local governments Government to Government Services Online (GSO) is a suite of Web applications that enables government organizations to report information—such as birth Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 304 PART • Business Information Systems and death data, arrest warrant information, and information about the amount of state aid being received—to the administration of Social Security services This information can affect the payment of benefits to individuals Many state governments provide a range of e-government services to various state and local agencies For example, the state of Oregon’s transaction payment engine (TPE) option enables agencies to use an efficient Internet payment solution while adhering to statewide policies and procedures This service is just one aspect of Oregon’s E-Government Program, whose goals are creating a uniform state of Oregon online identity, promoting digital government, and saving Oregon taxpayers money.23,24 Critical Thinking Exercise Building a Successful B2B Web Site Your company operates a single store outside Atlanta, Georgia, that sells nearly $50 million in maintenance, repair, and operations (MRO) supplies each year Any product that is used in the manufacturing process, but that isn’t incorporated into the product itself, can be classified as MRO including consumables like cleaning supplies used to clean production machinery, supplies that are used to support operations, and office supplies and small equipment like fans and compressors Your customers are mainly professional buyers who work for one of the many manufacturing companies in the area They buy items based on annual purchase contracts negotiated with your company’s sales reps Your company is keenly interesting in building a Web site to enable it to reach customers nationwide The firm tried entering e-commerce a few years ago but the venture was a failure The Web site was poorly designed so that customers found it difficult to use and the technology selected proved to be unreliable with the Web site crashing for a few hours every week A small group of employees is working with an experienced Web designer to design the new Web site Review Questions Provide a strong justification for creating a new B2B Web site for your firm In what ways would this new B2B Web site differ from a typical B2C Web site? Critical Thinking Questions The Web site design team believes that the firm’s Web site should incorporate a design and features similar to some of the best B2C Web sites What you think this means? Can you offer some specific design ideas and features that should be included? What are some potential issues the team faces in implementing and operating this Web site? Introduction to Mobile Commerce Mobile commerce (m-commerce) relies on the use of mobile devices, such as tablets and smartphones, to place orders and conduct business Smartphone manufacturers such as Apple, Huawei, Lenovo, LG, Samsung, and Xiaomi are working with communications carriers such as AT&T, Sprint/Nextel, T-Mobile, and Verizon to develop wireless devices, related technology, and services to support m-commerce The Internet Corporation for Assigned Names and Numbers (ICANN) created a mobi domain in 2005 to help attract mobile users to the Web Afilias administers this domain and helps to ensure that the mobi destinations work quickly, efficiently, and effectively with all mobile devices Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net SUBJECT INDEX 653 special-purpose computers, 141–142 by sphere of influence, 145 user interface, 142–144 workgroup, 150–151 operational feasibility, 511 operational supercomputers, 118 optical character recognition (OCR), 102–103 optical data readers, 102–103 optical mark recognition (OMR), 102 optical storage device, 96 Oracle Certified Professional, 71 order processing systems, 350 organic strategic planning, 459 organization(s) business process reengineering, 53 change in, 51–54 definition, 46 downsizing, 55 educating employees and contract workers, 579–580 general model, 47 implement detection systems, 583–584 information systems and, 46–51 offshore outsourcing, 54 outsourcing, 54 prevention of attacks, 580–583 process redesign, 53 reengineering, 53 response to attacks, 584–586 risk assessment, 577–578 security policy, 579 technology acceptance model, 60 user satisfaction, 60–61 value chain, 47 organizational change, 56 diffusion of innovation theory, 61–62 Leavitt’s diamond, 59–60 Lewin’s change model, 57 Lewin’s force field analysis, 57–59 technology acceptance model, 60–61 user satisfaction, 60–61 organizational complements, organizational culture, 56 organizational learning, 60 organizational network analysis (ONA), 415–417 OS See operating system output devices 3D printers, 109–110 definition, 87 digital audio players, 110–111 display screen, 107–108 e-book readers, 111 printers and plotters, 108–109 outsourcing, 54 P PaaS (platform as a service), 282 PAN (personal area network), 243 parallel computing, 89 parallel start-up, 534 Pareto principle (80–20 rule), 520 patch, 536 p-card, 333 pen input device, 106 perceptive system, 424 performance evaluation test, 545 personal application software database applications, 166 examples of, 164 integrated software packages, 168–169 mobile application software, 170 other, 169–170 personal information management, 167–168 presentation graphics program, 166–167 software suites, 168–169 spreadsheet analysis, 163–166 word-processing applications, 163 personal area network (PAN), 243 personal assistive listening devices, 439 personal emergency response systems, 440 personal information management (PIM) software, 167–168 personal information system, personal operating system, 146–148 personal privacy, 617–618 personal productivity software, 139 personal sphere of influence, 139 personalization, 325 PERT (Program Evaluation and Review Technique), 478 phase-in approach, 534 phishing, 571–572 piecemeal approach, 534 pilot start-up, 534 platform as a service (PaaS), 282 PLM See product lifecycle management plotters, 108–109 plunge, 533 podcast, 269 podcasting, 269 point-of-sale (POS) device, 104 policies and procedures establishing, 603 implementing, 603–604 monitoring, 604–605 reviewing, 605 policy-based storage management, 99 portable computer, 113 Porter, Michael, 46 predecessor task, 478 presentation graphics program, 166–167 prevention of attack critical internet security threats, 582 installing antivirus software, 581–582 installing corporate firewall, 580–583 safeguard against attacks by malicious insiders, 582 security audit, 582–583 security dashboard, utilizing, 581 price comparison, 318 primary key, 197 printers, 108–109 PRISM, 608 privacy corporate policies, 615–617 and email, 610–611 and fairness in information use, 614 and the federal government, 606–609 and filtering and classifying Internet content, 614–615 individual efforts to protect, 617–618 and instant messaging (IM), 611 Internet, 612–613 and Internet libel concerns, 613–614 issues, 606–618 and personal sensing devices, 611–612 RFID tags, 611 at work, 609–610 private cloud environment, 283 procedure, process, process manufacturing, 370 process redesign, 53 process symbol, 517 processor families of, 88–89 manufacturing, 90–91 multiprocessing, 89 parallel computing, 89–90 phases of processing, 87–88 processor family, 88 procurement card (p-card), 333 procurement management, 488–489 product lifecycle management (PLM), 367–371 benefits, 370 business strategy, 369 highly rates software products, 370 scope of software, 367–368 product lifecycle management (PLM) software, 367 product owner, 539 production, 362 products, innovative, 52 Program Evaluation and Review Technique (PERT), 478 programmers, 69 programming languages, 173, 173–175 project, 26 project budget, 480 project champion, 483 project deadline, 477 project integration management, 489–490 project management, 27–28, 475 complexity levels, 471 core competency, 471–472 variables, 472–474 project management knowledge areas communications management, 484–485 cost management, 478–481 human resource management, 481–484 procurement management, 488–489 project integration management, 489–490 quality management, 481 risk management, 485–488, 486 scope management, 475–477 time management, 477–478 project milestone, 477 project organization, 484 project risk, 485 assessment of, 486 identification of, 486 project schedule, 477 project scope, 472 project sponsor, 483 project stakeholders, 475 project steering team, 483–484 project variables costs, 472–473 quality, 474 scope, 472 time, 473–474 user expectations, 474–475 projecting data, 202 proprietary Linux-based systems, 155 proprietary software, 160 PRTG Network Monitor, 156–157 public cloud computing, 15 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 654 SUBJECT INDEX purchasing card (p-card), 333 purchasing systems, 351, 362 Q QBE (Query by Example), 211 quality, 474 quality assurance, 481 quality control, 481 quality information characteristics, quality management, 481 quality planning, 481 Query by Example (QBE), 211 querying tools, 389 Quintessentially Gifts, 321 R radio frequency identification (RFID), 105 Radio Frequency Identification (RFID) tag, 105, 611 RAID (redundant array of independent/ inexpensive disks), 95 RAM (random access memory), 91 random access memory (RAM), 91 ransomware, 565–566 Raskin, Jef, 522 read-only memory (ROM), 93 reasonable assurance, 578 record, 195 Red Hat Enterprise Virtualization (RHEV), 151–152 Red Hat Linux, 151–152 Reduced Instruction Set Processing (RISC), 88 redundant array of independent/inexpensive disks (RAID), 95 reengineering, 53 relational database model, 200–204 building and modifying, 204 linking data tables, 203 simplified ER diagram, 202 release, software, 536 repetitive strain injury (RSI), 619 report generator software, 527 reporting tools, 389 request for information (RFI), 543 request for maintenance form, 536 response for attacks eradication efforts, 585 incident containment, 584–585 incident follow-up, 585–586 response to attacks incident notifications, 584 protection of evidence and activity logs, 584 restraining forces, 57 retail Web sites, 327 retargeting, 318 RFI (request for information), 543 RFID (radio frequency identification), 105 tag, 611 Rhapsody, 270 RHEV (Red Hat Enterprise Virtualization), 151–152 RIA (rich Internet application), 160 rich Internet application (RIA), 160 RISC (Reduced Instruction Set Processing), 88 risk assessment, crime, 577–578 risk management, 485–488, 486 risk management plan, 487 risk owner, 487 robotics, 428–429 ROM (read-only memory), 93 rootkit, 570 RSI (repetitive strain injury), 619 rule, 426 S SaaS (software as a service), 162, 281–282 sales and operations plan, 361 sales forecasting, 361 sales management, 365 sales order entry window, 363 sales ordering, 362 sample stakeholder analysis matrix, 485 SAN (storage area network), 98 SAP Contact Manager, 366 SAP ERP Financials, 13 scalability, 116 scanning devices, 102 schedule feasibility, 511 Schein, Edgar, 57 schema, 208 SCM (supply chain management), 48, 361–363 scope management, 475–477 screen readers, 439 scrum, 539 scrum master, 539 SDKs (software development kits), 174 SDN (software-defined networking), 253 search engine optimization (SEO), 266 search engines, 265–267 seated immobility thromboembolism (SIT), 619 secondary storage cost comparison with forms of storage, 93 definition, 93 devices, 93–97 enterprise storage, 97–99 magnetic, 94–96 optical, 96–97 solid state, 97 Section 814 of the USA Patriot Act, 576 secure, private and reliable computing, 577–588 computer forensics, 586–588 educating employees and contract workers, 579–580 establishing security policy, 579 implementing detection systems, 583–584 organizations response for attacks, 584–586 prevention of attacks, 580–583 risk assessment, 577–588 using managed security service provider (MSSP), 586 security IoT applications, 279 and system requirements, 518–519 systems design, 523 utilities, 156 Websites, 312 security audit, 582–583 security dashboard, utilizing, 581 security policy, organizations, 579 selecting data, 202 self-service analytics, 397–399 semiconductor fabrication plant, 90 senior IS managers, 67–68 SEO (search engine optimization), 266 server, 116 blade, 120 utilities, 157–158 virtual, 119 server farm, 119–120 service-oriented architecture (SOA), 159 shadow IT, 70 pros and cons of, 71 shadow system, 601 shadowing, 411 shopping online, 272–273 sign-on procedure, 522 simple linear regression, 393 simplified entity-relationship (ER) diagram, 202 single-user license, 177 SirCam worms, 566 SIT (seated immobility thromboembolism), 619 site preparation, 532 slack time, 477 slipstream upgrade, 536 small and medium-sized enterprises (SMEs), 352 smart card, 104, 331–332 SMART goals, 464 smartphone operating systems, 153 SMEs (small and medium-sized enterprises), 352 smishing, 572–573 SOA (service-oriented architecture), 159 social networking, 366 soft side of implementing change, 56 software, 12 application, 138 buying off-the Shell, 542–547 coding for system development, 527 commercial off the- shelf (COTS), 542 copyright, 177 enterprise application, 171–172 freeware, 177–180 global support, 180 licenses, 177–178 menu-creation, 527 mobile applications and, 12–13 mobile commerce, 328–329 off-the-shelf, 160 open-source software, 177–180 proprietary, 160 release, 536 report generator, 527 spending, 138 system, 138 version, 536 workgroup application, 170–171 software as a service (SaaS), 162, 281–282 software bug, 176–177 software codes, 527 software developers, 68 software development kits (SDKs), 174 software package evaluation phase, 543–545 identifying potential solutions, 543–544 making selection, 545 researching top contenders, 544–545 selecting top contenders, 544 software suites, 168–169 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net SUBJECT INDEX 655 software-defined networking (SDN), 253 solid state storage device (SSD), 97 source data automation, 100, 353 spam, email, 567–568 spam-filtering utilities, 156 spear-phishing, 572 spear-phishing attack, 588 specialized information systems, 25–26 special-purpose computers, 141–142 speech recognition software, 439 speech-recognition technology, 100 sphere of influence, 139 sponsoring business unit, 472 spreadsheet analysis, 163–166 spreadsheets, 388–389 SQL (Structured Query Language), 206–207 SQL databases, 206–207 SSD (solid state storage device), 97 star network, 241 steering team, 513–514, 520–521, 526 stock management system project, 475–476 storage area network (SAN), 98 storage as a service, 99 storefront broker, 323 strategic planning, 27–28, 458 benefits, 458–459 defining strategies, 464–465 deploying plan, 465–466 direction-setting phase, 461–464 goals-based, 459 issues-based, 459 organic, 459 situation analysis, 459–462 strategic planning pyramid core value, 462 goals, 463–464 mission statement, 462 objectives, 462 strategies, 464 vision, 462 vision/mission statement, 462 strategy, 464 Strengths, Weaknesses, Opportunities, Threats (SWOT) matrix, 461 Structured Query Language (SQL), 206–207 subject matter expert, 483 supercomputers, 117 supply chain, 47 supply chain management (SCM), 48, 361–363 Syndicat Mixte Autolib, 154 syntax, 173 Sysinternals Suite, 155 system acquisition, 28 system analysis, 514–521 budget development, 514 identifying requirements and prioritizing them, 515–519 study existing system, 514–515 team recruitment, 514 system construction, 526–529, 527 coding software components, 527 creating and loading data, 528 unit testing, 529 system design, 521–526 design database, 525 designing user interface, 522–523 disaster recovery plan, 523–525 draft preparation of, 526 schedule and budget development, 522 security and controls, 523 team recruitment, 521 system development, 28 system disposal, 537–538 communicate intent, 537 data backup, 538 hardware disposal, 538 sensitive data deletion, 538 terminate contracts, 538 system implementation, 530–534 cutover, 532–534 installation, 532 site preparation, 532 user preparation, 530–532 System Integrity Protection (SIP), 564 system operation, 534 system operator, 68 system performance, 519 system review, 535 system software, 138 system support specialist, 70 system testing, 529, 546 systems analysis additional candidates for, 520 alternative solutions, 519–520 draft report, 520 feasibility analysis, 520 reviewing results, 520–521 systems analyst, 68–69 systems design report, 526 result review, 526 systems investigation, 507–514 budget development, 508 feasibility analysis, 510–512 functional decomposition, 509–510 joint application development (JAD), 508–509 report, 513 request, 508 result review, 513–514 systems investigation request, 508 tasks during, 508 team recruitment, 508 systems maintenance, 535–537 systems software current operating system, 145–146 embedded operating system, 153–155 middleware, 158–159 mobile operating system, 152–153 operating system, 141–155 personal operating system, 146–148 utility programs, 155–158 workgroup operating system, 150–151 T Tableau software, 162 tablet, 114 tablet computer operating systems, 153 tacit management, 410–411, 414 tags, 260 TAM (technology acceptance model), 60, 531 tangible benefit, 469–470 technical documentation, 527 technical feasibility, 511 technical resource, 483 technology acceptance model (TAM), 60, 531 technology infrastructure, 7, 326–333 tendonitis, 619 10-Gigabit Ethernet, 248 testing, 529–530 text-to-speech synthesizers, 439 The New Yorker, 282 thin client, 115 3D printers, 109–110 TIGTA (Treasury Inspector General for Tax Administration), 602 time and material contract, 489 project variables, 473–474 time management, 477–478 Tivoli OMEGAMON XE, 535 TLS (transport layer security), 330 touch screens, 106–107 TPSs See transaction processing systems traditional systems development life cycle coding software components, 527 training virtual reality, 438 World Wide Web, 265 transaction, 21 transaction processing cycle, 353 transaction processing systems (TPSs), 21 accounting systems, 350–351 activities, 352–355 batch processing systems, 347–348 data collection, 353–354 data correction, 354–355 data editing, 354 data processing, 355 data storage, 355 document production, 355 for entrepreneurs, 352 objectives, 347–352 online transaction processing, 348–349 order processing systems, 350 overview of, 346–347 point-of-sale, 354 purchasing systems, 351 for small and medium-sized enterprises, 352 transport layer security (TLS), 330 travel, 273 Treasury Inspector General for Tax Administration (TIGTA), 602 Trojan horse, 566–567 Tumblr, 612 20Q Web site, 423 twisted-pair wire, 248 Twitter, 612 U UAT (user acceptance testing), 529–530 Uniform Resource Locator (URL), 256 universal serial bus (USB) flash drive, 97 Unix operating system, 151 URL (Uniform Resource Locator), 256 U.S Bureau of Labor Statistics (BLS), 63 U.S Supreme Court, 615 user acceptance document, 530 user acceptance testing (UAT), 529–530 for new accounting system, 538 user documentation, 527 user interface, 142, 427 command-based, 142–143 designing, 522–523 graphical, 143–144 user preparation, 530–532 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 656 SUBJECT INDEX user satisfaction, 60–61 user testing, 546 utility programs, 155, 155–158 V value chain, 47 Verizon 4G LTE Coverage, 258 version, software, 536 video data, video, multimedia, 434–435 virtual private network (VPN), 275 virtual reality applications, 437–439 forms of, 437 interface devices, 436–437 large-scale environment, 436 overview of, 435–436 virtual reality system, 435 virtual server, 119 virtual tape, 95 virtual team, 50 virus, 566 virus signature, 581 vishing, 573 Visible Developer, 527 vision, 462 vision system, 429 vision/mission statement, 462 Vogue, 282 volume testing, 529, 546 VPN (virtual private network), 275 vulnerabilities, software, 563 W WAN (wide area network), 244 waterfall system development process, 506–538 advantages and disadvantages of, 507 system analysis, 514–521 system construction, 526–529, 527 system design, 521–526 system implementation, 530–534 system integration and testing, 529–530 system investigation, 507–514 system maintenance, 535–538 system operation, 534–535 WBS (work breakdown structure), 478–480 wearable computer, 113 Web 2.0 technologies, 263–265, 264, 417 Web browser, 259 Web developers, 69 Web log, 269 Web server hardware, 327–328 software, 328 Web services, 262 Web sites bartering, 318 building traffic, 324–325 establishing, 323–324 functions of, 322–323 improving, 325–326 maintaining, 325–326 measures for retail, 327 mobile commerce, 305 privacy policy, 612–613 security, 312 travel, 273 Web-based application suite, 169 wholesale electronic commerce, 313–314 wide area network (WAN), 244 Wi-Fi network, 248–249 Windows Embedded, 154 Windows Server, 150–151 Windows XP, 537 Wired, 282 wireless communication, 246 frequency ranges, 248 wireless technologies, 246–249 WM97/Resume.A virus, 566 word cloud, 389–390 word-processing applications, 163 work breakdown structure (WBS), 478–480 work environment environmental problems, 619–621 health concerns, 619 work stressors, 619 workgroup, 139 workgroup application software, 170–171 workgroup operating system, 150–151 workgroup sphere of influence, 139 workstation, 116 World Wide Web (WWW), 16 blogging, 269 Cascading Style Sheet, 260–261 conferencing, 268–269 developing content and applications, 262–263 education, 265 entertainment, 269–272 Extensible Markup Language, 260–261 geolocation, 273–274 Hypertext Markup Language, 259–261 instant messaging, 267 intranets, 274–275 job information, 265 microblogging, 268 navigation, 273–274 online media, 269–272 podcasting, 269 programming languages, 261 search engines, 265–267 shopping online, 272–273 social Web, 263–265 training, 265 travel, 273–274 Web 2.0, 263–265, 264, 417 working of, 259–261 Worldwide LHC Computing Grid (WLCG) project, 90 worms, 566 WWW See World Wide Web X x86 family processor, 88 XML (Extensible Markup Language), 260–261 XP (extreme programming), 540 Y YouTube EDU, 271 Z zero-day attack, 564 zombie, 569 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Company Index A Abas, 360 Accenture, 54, 65, 72, 371 Accenture Interactive, 299 AccessData, 587 Acer, 163 ACM (Association for Computing Machinery), 73, 624–625 Acorn Computer Group, 130 ACS (American Cancer Society), 432 Adidas, 373 Adobe, 418, 434 AdRem, 157 Advantage Sign & Graphic Solutions, 172 Agnitum, 580 AHFC (American Honda Finance Corporation), 602 Airbnb, 163 AITP (Association of Information Technology Professionals), 73 Akamai, 66 Akimbo Financial, 311 Algoma Central Corporation, 581 Allina Health, 442 Allscripts, 535 Almighty Music Marketing, 13 Alstom Transport, 465 Amazon, 16, 48, 49, 65, 99, 111, 114, 160, 214, 253, 270, 281, 300, 301, 302, 305, 325, 465, 504 AmazonFresh, 48 AMD, 88, 90 American Airlines Admiral Club, 109 American Cancer Society (ACS), 432 American Express, 104, 331, 373 American Honda Finance Corporation (AHFC), 602 American National Standards Institute (ANSI), 206 American Red Cross, 365 AMR Research, 325 AOL, 608 ApliedMicro, 131 Apple, 12–13, 42, 99, 103, 106, 110, 113, 114, 116, 119, 120, 123, 130, 131, 137, 143, 148, 151, 226, 301, 304, 305, 330, 434, 474, 522, 561, 564, 608, 609 Apple Store, 327 Apple User Groups, 73 Applicor, 372 Arbor Networks, 569 Argonne National Laboratory, 118 Argosy, 387 ARM, 130–131 Ascribe, 388 Ashley Madison, 573 Association for Computing Machinery (ACM), 73, 624–625 Association of American Railroads, 79 Association of Information Technology Professionals (AITP), 73 Atos, 490 ATS Solutions, 72 AT&T, 120, 151, 248, 250, 255, 258, 304, 586 Audi, 42 Autodesk, 66 Automatic Data Processing (ADP), 348 Avaap, Inc., 581 Avanade, 66 Avon Products, 61 Axxess, 66 B Banco Popular, 205 Bank of America, 120, 571 Barbecana, 488 Barnes & Noble, 111, 300 Barracuda Networks, 156 Bayerische Motoren Werke AG, 41–42 Ben & Jerry’s, 20 Best Buy, 327 Bidz.com, 302 BlackBerry, 154 BloomNation, 306 Bluebee Software, 360 Blue Cross and Blue Shield, 157 BMW Group, 41 Boeing, 45, 54, 55 Borders, 310 Boston Medical Center (BMC), 441 Bounce Exchange, 66 British Telecom (BT), 255, 556 Broadcom, 131 BroadSpire, 323 Burberry, 305 Burton Corporation, 180 Burton Snowboards, 180 Butterfleye, 52 CareFirst BlueCross Blue Shield, 310 Casio, 151 CD-adapco, 97–98 CDW, 13 Center for Medical Interoperability, 41 Cerner Corporation, 149–150 CGI, 473–474 Chaos Computer Club, 565 Chapters Health System, 115 Chase, 571 CHD, 13 Check Point, 580 Chevron, 386 CHG Health Services, 66 Ciber, Inc., 371 Cincom Systems, 360 Cisco Systems, 16, 156, 281 Citibank, 571 Citizens Bank, 55 Citrix, 535 Clark Realty Capital (CRC), 171 CNET, 158 Coca-Cola, 93, 373, 386 The Code For America (CFA), 177 Cognizant, 65, 120 Coles, 49, 51 Colorado Technical University, 386 Columbia Sportswear Company, 158 Commonwealth Financial Network, 66 Comodo, 580 Compiere, 360, 361 Computer Sciences Corporation, 586 Connectria, 66 Container Store, 162 Continental Airlines, 14 Costco, 327 Covell Group, 252 Craigslist, 302, 318 Cray, 118 Creative, 111 The Creative Wedge, 354 Credit Acceptance, 66 Criteo, 225 CrossFit, 324 Curry’s Art Store, 363 C Caesar’s Palace, 574 Cal, 355–356 California Case Management System, 472 California Department of Consumer Affairs, 56 Campbell’s, Canonical, 149 CapGemini, 65 Carbanak, 571 Career Builders, 73 D DaimlerChrysler, 385–386 Database.com, 214 Data Management Association (DAMA) International, 219 DBS (Development Bank of Singapore), 418 Dell, 72, 111, 114, 121, 123, 248, 538 Dell SecureWorks, 586 Delta Sky Club, 109 657 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 658 COMPANY INDEX Deutsche Bank, 54 Development Bank of Singapore (DBS), 418 DHL Express, 49, 66, 309, 347 DHS, 349 Domino’s, 306 Dun & Bradstreet, 316 Dunkin’ Donuts, 379 DuPont Chemical, 371 E eBay, 273, 300, 302, 305, 331 eBid, 302 Echo Valley Irrigation, 352 Embassy Suites, 109 EMC, 98, 99, 525 Epicor, 360 Equifax, 617 Erickson Living, 66 Error Prevention Institute, 603 ESP Technologies, 360 Etsy, 302, 555 Excite, 300 eXelate, 316 Expensify, 364 Experian, 5, 617 F Facebook, 73, 120, 226, 270, 301, 339, 389, 429, 436, 464, 601, 608, 612, 613 FBI (Federal Bureau of Investigation), 566, 573, 584, 608, 609 FDA (Food and Drug Administration), 41 FDNY (Fire Department of the City of New York), 399 Federal Bureau of Investigation (FBI), 573, 584 Federal Communications Commission (FCC), 246 Federal Express (FedEx), 16, 49, 309, 347, 504 Federal Railroad Administration (FRA), 79 Federal Trade Commission (FTC), 310, 612 FFF Enterprises, 389 Financial Industry Regulatory Authority, 66 Financial Insurance Management Corporation (FIMC), 188–189 Fire Department of the City of New York (FDNY), 399 FitBit, 113 Fiverr, 302 Flickr, 301 Food and Drug Administration (FDA), 41 Foo Fighters, 324 Ford Motor Company, 48, 110, 373, 438 Foreign Intelligence Surveillance Court (FISC), 608 Forrester Research Inc., 300 Free Software Foundation, 177 Frontier Software, 360 FTC (Federal Trade Commission), 612 FUJIFILM Corporation, 94 Fujitsu, 118 G GAF, 468 Gartner, 56 GCS Software, 360 Geek Squad, 72, 536 GEICO, 519 Geico, 433 Genentech, 66 General Accounting Office, 121 General Electric (GE), 17, 45, 53, 223, 277, 324 General Motors, 121, 373 General Services Administration (GSA), 415 GitHub, 324 Globacom, 292–293 GlobalScape, 66 Goldman Sachs, 120 Google, 12–13, 65, 72, 73, 99, 103, 113, 114, 120, 121, 150, 152, 156, 161, 162, 163, 214, 226, 253, 266, 364, 430, 436, 438, 462, 463, 568, 608, 613 Google Plusỵ, 389, 612 Google Shopping, 300 Government Accounting Office (GAO), 599, 601 Grainger, 299 Grant Thornton International, 586, 587 Greyston Bakery, 20–21 Groupon, 105, 319 GSA (General Services Administration), 415 Guidance Software, 587 H Halifax Health, 66 HanseMerkur Krankenversicherung, 418 Harrah’s, 14 Harris Corporation, 419 Hawaii Department of Transportation (HDOT), 371 H.B Fuller, 371 HCL, 65 HDOT (Hawaii Department of Transportation), 371 Heinz, 55 Helen Ross McNabb Center, 347 Heroku, 214 Hershey’s, 532–533 Hewlett-Packard (HP), 72, 121, 123, 151, 152, 154, 156, 309, 371, 397, 481, 535, 538 Hilton, 109 HiSilico, 131 Hitachi Data Systems Corporation, 98 H.J Heinz Company, 169 Home Depot, 301 Honda Motors, 424 HostWay, 323 H&R Block, 161 HTC, 436 Huawei, 113, 304 I Ibidfree, 302 IBM, 16, 55, 65, 72, 94, 98, 99, 111–112, 117, 118, 122, 137, 139, 146, 151, 156, 157, 161, 171, 214, 265, 281, 283, 383, 397, 398, 409, 432, 532, 535, 586 ICA (Industrial Control Associates Inc.), 370–371 IGATE Technologies, 65 iHealth, 52 IKEA, 438 Indeed, 73 Industrial Control Associates Inc (ICA), 370–371 Infobright Inc., 276 Infor, 360 Information Builders, 397 Infosys, 65 InMobi, 317 Instagram, 301, 601, 612 Intacct, 372 Intaver Institute, 488 Intel, 73, 88, 90, 116, 119, 131 Intelex, 488 Intelitek, 429 International Securities Exchange, 120 Intuit, 160, 214 Iomega, 111 iProspect, 373 iRobot, 428 Iron Mountain, 113 J Jaguar, 42 Jama Software, 481 JasperSoft, 397 JCPenney, 272 JGC Corporation, 139 John Lewis, 305 Johns Hopkins Medicine, 466 K Kaboodle, Kaspersky, 156, 580 Katharinenhospital, 430 KDDI Corporation, 227 Kerry Group, 380 Kijiji, 302 Kobo, 111 Kraft, 55 Kraft Heinz Company, 169 Kroger, 10, 385, 391 L Lafayette General Health, 66 Land Rover, 42 Larsen & Toubro, 65 Larson & Darby Group, 116 Lawrence Livermore National Laboratory, 89, 118 Lawson, 360 Legato Systems, 99 Lenovo, 114, 304 Levi Strauss & Co, 113 LG, 113, 154, 304 LinkedIn, 66, 73, 389, 612 Linux, 567 Liquid Mercury Solutions, 509 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net COMPANY INDEX 659 Liquidnet, 66 LivingSocial, 319 Lizard Squad, 565 LoneStar Heart, 372–373 Lukas Nursery, 351 Lush, 305 M Macy’s, 14, 247, 301 Malaysia Airlines, 428 Manugistics, 533 Marriott International, 321 Marvell Technology Group, 131 MasterCard, 330, 571 McAfee, 581 MCH, 13 McKinsey Global Institute, 387 Mercedes, 42 Mercy’s, 235–236 MetLife, 383, 385 Microsoft, 16, 65, 72, 73, 99, 102, 114, 121, 131, 143, 146, 152, 155, 156, 163, 170, 214, 226, 248, 253, 270, 281, 360, 397, 434, 436, 438, 478, 527, 530, 568, 608 MobiKash, 339–340 Monster, 73 Motorola, 111 M-Pesa, 320 M&T Bank, 532 MyOwnDB, 214 MyTheresa, 321 N National Center for Atmospheric Research, 94 National Foreign Language Center (NFLC), 95 National Hockey League (NHL), 613–614 National Rural Electric Cooperative Association, 66 National Security Agency (NSA), 606–607 National Transportation Safety Board (NTSB), 79 National University of Defense Technology, 118 National Westminster Bank (NatWest), 536 NBTY, Inc., 504 Net-a-Porter, 321 NetApp, 98 Netflix, 16, 159 NetSuite, 162, 360, 372 NeuroMetrix, 52 NeverFail, 525 Newman Technology, 361 New York Stock Exchange (NYSE), 602 NHL (National Hockey League), 613–614 Nicklaus Children’s Hospital, 66 Nielsen, 316 Nike, 300–301, 327 Nintendo, 102, 433 Noah Consulting, 66 Nokia, 248 Nordstrom Inc., 80 North American Aerospace Defense Command (NORAD), 575 North Tees and Hartlepool National Health Services Trust, 388 NTSB (National Transportation Safety Board), 79 NUDT, 118 Nu Skin Enterprises, 366 NuStar Energy, 66 Nvidia, 90, 114, 131 O Oak Ridge National Laboratory, 118 Oculus VR, 436 Oddity Software, 13 Office Depot, 151 Ogilvy & Mather, 51 Optum, 474 Oracle, 72, 151, 162, 204, 214, 359, 360, 397 Orscheln, 222 Overstock, 302 Owens Corning, 66 P Paessler, 156 Palm, 154 Patreon, 310 PayPal, 105, 331 PC Pinpoint, 536 PDS, 360 Pebble, 113 Penn National Gaming, 26 Pentaho, 397 Pinterest, 99, 301, 389, 612 Plex, 360 PMI (Project Management Institute), 475 Presbyterian Medical Center, 566 PriceGrabber, 300 Prime Meats, 359 PrinterOn Enterprise, 109 Procter & Gamble Company (P&G), 52, 117, 160, 371 Project Management Institute (PMI), 475 Prudential Financial, 66 Q Quad, 114 Qualcomm, 90, 131, 248 Quicken Loans, 66 R Rackspace, 16, 120, 161, 281 Radixx International, 117 Rakuten, 49 Red Bull, 324 Red Cloud, 121 Red Hat, 141, 149–150, 151, 180 Revere Electric Supply, 347 Riken Advanced Institute for Computational Science, 118 Rockchip, 131 Room & Board, 326 Royal Bank of Scotland (RBS), 536 S Salesforce, 162, 326 Sam’s Club, 14 Samsung, 90, 97, 111, 113, 114, 115, 131, 163, 304, 436 SAP, 13, 140, 162, 299, 359, 360, 372, 397, 533, 534 Saudi Telecom Company (STC), 242 Seattle Computer Products, 146 Secure-24, 66 Sendmail, Inc., 180 Serv1Tech, 66 Sharp Electronics, 373 Sharp HealthCare, 66 Shell, 533, 534 Shipwire, 49 Shoe Carnival, 306 Shopify, 323–324 Shopping.com, 300 Shopzilla, 300 Shutterfly, 306 Siebel, 533 Simply Hired, 73 SK & A, 13 SK Solutions, 277 Skype, 226, 608 Snagged a Job, 73 Société de transport de Montréal (STM), 187–188 Sony, 111, 113, 114, 155, 436 Sony Computer Entertainment, 102 Southern California Edison, 65 Speak with a Geek, 72 Sprint, 250, 255, 258 Sprint/Nextel, 304 Standish Group, 27, 56, 471 Starwood, 541 State Street Corporation (Boston), 605 SteelEye, 525 Steinwall Scientific, 358 Sticker Mule, 307 St Lawrence Seaway system, 581 STMicroelectronics, 90, 131 Sumerian, 348 Sun, 161 SUSE, 149 Swapagift.com, 318 Swapstyle.com, 318 Swaptrees.com, 318 Swiss Medical Group, 16 Symantec, 156, 311, 581, 586 Syntel, 65 Syracuse University, 386 Syspro, 360 Systems and Proposal Engineering Company, 481 T Taobao, 302 Target Corporation, 3, 106, 247, 272, 301, 310–311 Tata, 65 Tech Mahindra, 65 Telefonica Brasil, 228 Tesla Motors, 324 TeslaTeam, 565 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net 660 COMPANY INDEX TheLadders, 73 TinyCo, 214 Tinypass, 315 T-Mobile, 250, 304, 310 TMW Systems, 412 TomTom, 113 Toshiba, 114 Total Defense, 580 Toyota Financial Services (TFS), 414 Trackvia, 214 TradeAway.com, 318 TransUnion, 617 Treasury Inspector General for Tax Administration (TIGTA), 602 Tumblr, 389, 612 TUMI, 365 Twitter, 73, 268, 301, 389, 612 Tyson Foods, 371 U Ubid, 302 United Parcel Service, 309 University of Arizona, 601 University of Connecticut, 571 University of Illinois, 436 University of Iowa, 395 University of Nevada, 601 University of Notre Dame, 66 UPS, 49, 222, 504 USAA, 66 Usable Databases, 13 U.S Bureau of Labor Statistics (BLS), 63, 64 U.S Coast Guard, 441 U.S Department of Defense (DoD), 601 U.S Department of Health and Human Services, 601 U.S Department of Homeland Security, 567, 601 U.S Department of Veterans Affairs, 604 U.S foreign intelligence agencies, 575 U.S Labor Department, 65 U.S Postal Service, 386, 618 V Vera Bradley, 301 Veritas Software Corporation, 99 Verizon, 250, 255, 258, 304, 586 Verizon Communications Inc., 16, 281 VIA Technologies, 88 Villanova University, 386 Virgin Trains, 465 Visa, 104, 329, 571 Vivobarefoot, 131–132 VMWare, 16, 158, 281 Ward Systems Group, 430 Water Pik, 369 Wells Fargo Bank, 367, 571 Western Digital, 95 Westwood Professional Services, Inc., 416 Whirlpool, 359 White & Case, 412–413 WholeWorldBand, 234–235 Wipro, 65 Women’s World Banking, 358 Workday, 372 X Xiaomi, 113, 304 Xiotech, 98 Y Yahoo!, 73, 226, 568, 608 Yahoo Messenger, 566 Yahoo! Shopping, 300 YourTechOnline.com, 536 YouTube, 226, 264, 301, 608 W Waldenbooks, 300 Walgreens, 247 Walmart, 14, 222, 270, 272, 301, 315, 325, 462, 463 Z Zappos, 327 Zara, 49 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 www.downloadslide.net This is an electronic version of the print textbook Due to electronic rights restrictions, some third party content may be suppressed Editorial review has deemed that any suppressed content does not materially affect the overall learning experience The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest Important Notice: Media content referenced within the product description or the product text may not be available in the eBook version Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 ... estimated B2C e-commerce sales by world region from 20 12 to 20 17 (estimated) TABLE 7.1 Forecasted global B2C e-commerce sales (USD billions) Sales (billions) Region 20 12 2013 20 14 20 15 20 16 Asia-Pacific... whole or in part WCN 02- 200 -20 3 www.downloadslide.net CHAPTER • Electronic and Mobile Commerce 303 TABLE 7.3 Differences among B2B, B2C, and C2C Factors B2B B2C C2C Typical value of sale Thousands... copied, scanned, or duplicated, in whole or in part WCN 02- 200 -20 3 www.downloadslide.net 3 02 PART • Business Information Systems As a result of a 19 92 Supreme Court ruling that says online retailers