Chapter 11 - Project Management

1. Explain the triple constraint and its importance in project management.
   The triple constraint is the need to balance the scope, time and cost of a project. It is invariable that changes to the cost, time and scope of a project may be made. As a resultit is necessary to modify the other two constraints to finish the project.
   Increased scope = increased time+ increased cost
   tight time = increased costs + reduced scope
   tight budget = increased time + reduced scope
   
   http://tritonpm.com/images/Triple.jpg
   
2. Describe the two primary diagrams most frequently used in project planning.
   The two primary diagrams used in project planning are PERT and Gantt charts.
   
   Program Evaluation and Review Technique (PERT) Chart
   grphical network model that depicts a project's tasks and the relationships between those tasks, i.e. it outlines when tasks can be completed in relation to other tasks due to restrictions such as personel.
   
   http://www.staff-planner.com/Projectit/ProjectMgt/pert_chart_full.gif
   
Gantt Chart
A bar chart that illustrates a project schedule. The project's tasks and time frame are listed horizontally. http://www.total-quality-management-software.com/images/project_gantt_chart.gif


3. Identify the three primary areas a project manager must focus on managing to ensure success.
   To ensure sucess a project manager must focus on:
   1) Managing people: a project manager must be able balance the professional needs of a project with the professional and person needs of a project manager's team. A project manager must be able to resolve conflicts and ensure that employees understand their role and function.
2) Managing communicaitons: project managers must ensure that all communications are directed at the appropriate persons, ensuring that all vital information regarding the project is directed at the right people, ensuring that development will be implemented. Poor communication can result in conflict and poor understanding of tasks.
3) Managing Change: project managers must be able to cope with changes that occur throughout the project. The project manager must be able to react and anticipate, if possible, changes so that they do not damage the profitability of teh project.


4. Outline 2 reasons why projects fail and two reasons why projects suceed.
   Projects fail because of a lack of communication. If the project manager does communicate adequately with employees then they will be unable to complete their tasks speedily and to the proper specifications. This will decrease the profitability of the project. Projects also fail due to the inability to align the project with the goals of the company. A standalone project may be inconsistent with the companies needs making it difficult to receive funding and support for the project. Even if the project is completed the result would not be beneficial to the company.
   
   Projects suceed because they have a clear plan. A project with a clear plan enables employees to make good use of their time as they know what they should be doing and additional tasks that must be completed once finished. A clear plan also allows teams to coordinate their work so that there are fewer delays. Projects also suceed if a project manager is flexible. If a project manager is flexible this enables employees to suggest improvements and modifications tot eh project that could result in a higher profit.

Chapter 9 - Customer Relationship Management & Business Intelligence

1. What is your understanding of CRM?
   Customer relationship management is a business strategy for managing a company's interactions with clients and sales prospects. CRM is beneficial to a business as it can increase customer loyalty and retention, which increases the profitability of an organisation. By appearing as friendlier businesses retain existing customers which is cheaper than finding new customers.
   
   http://www.marketingteacher.com/IMAGES/crm_model.gif
   
2. Compare operational and analytical customer relationship management.
   Operational CRM is short term operational data that assists in processing the day to day operations or systems that interact with customers. An example of an operational CRM system is Microsoft Dynamics CRM. It is designed to integrate with Microsoft programs.
   Analytical CRM uses operational data to establish trends within customers (data mining). Analytical CRM also focuses on long term customer relationship trends. This enables a business to gain an idea of customer needs and whether they are being achieved.
   http://crm.dynamics.com/
   
3. Describe and differentiate the CRM technologies used by marketing departments and sales departments.
   
   Sales Department
The sales department works to increase the volume of sales and meet current sales quotas. The sales department is focused on the short term as they use their skills to sell todays customers.
Sales force automation (SFA) - a system that automatically tracks the steps in the sales process. Focuses on increasing customer satisfaction, building customer relationships and improving product sales by tracking all sales information.


Marketing Department
List generators - compiles customer information from a variety of sources. E.g. questionnaires, website visits, etc. Once information is gathered a company can sort and filter it. A list generator enables a business to make strategic decisions.
Compaign management systems - guides users through marketing campaigns performing tasks e.g. scheduling. Campaign management systems incorporate the cost associated with campaigns, cost of inventory and the amount of customer sales.Cross selling and up selling - Cross selling offers an additional product or service. E.g. a matching tie for a shirt. Up selling increases the value of a sale. E.g. upsizing a meal at McDonalds.
http://www.youtube.com/watch?v=kJV_UZfX38o


4. How could a sales department use operational CRM technologies?
   Operational CRM technologies assist in the day to day operations of a business. Campaign management for example provides information upon scheduling and systems can be established for upselling and cross selling to maximises profits.
   
5. Describe business intelligence and its value to businesses.
   Business intelligence is data that can be gained from technology which can be used for strategic decision making by analysing the data to find patterns and trends. Business intelligence is important as it enables sound business decisions necessary for the business' survival.
   http://en.wikipedia.org/wiki/Business_intelligence
   Programs such as excel can provide business intelligence as they can analyse data and present in formats such as tables and graphs.
   
   http://pubpages.unh.edu/~pit2/excel.jpg
   



6. Explain the problem associated with business intelligence. Describe the solution to this business problem.
   The biggest problem with business intelligence is the large amount of data that can be gathered. Data, however, is useless until it is analysed and becomes information. The sheer amount of data makes this a difficult process. Businesses must ensure that they have the adequate resources and tools to record and analyse data that is necessary for their business.
   


7. What are two possible outcomes a company could get from using data mining?
   Data mining is the application of statistical techniques to find patterns and relationships among data and to classify and predict. Data mining may increase profits as it reveals trends that can be targeted by future marketing campaigns. Data mining also highlights trends which may indicate where the company can best allocate its resources int he future.
   
   http://www.nasatech.com/Spinoff/spinoff2002/images/123.jpg

Chapter 8 - Operations Management and Supply Chain

1. Define the term operations management
   Operations Management is the management of systems or processes that convert or transform resources into goods and services. It aims to reduce the resources needed whilst meeting customer requirements. Operations management is responsible for the core processes used to manufacture goods and produce services.
   http://en.wikipedia.org/wiki/Operations_management
   
2. Explain operations management’s role in business
   The role of operations management within a business is to ensure that the business is efficient, using as little resources as possible, and effective, meeting customer requirements. Operations management is chiefly concerned with managing the process of converting inputs into outputs.
   
   http://www.jiscinfonet.ac.uk/InfoKits/system-selection/three-components
   Operations management functions in interrelated activities such as: forecasting, capacity planning, scheduling, managing inventory, assuring quality, motivating and training employees and locating facilities.



3. Describe the correlation between operations management and information technology.
   IT can influnce operations management in areas such as: productivity, costs, flexibility, quality and customer satisfaction. IT provides information which is crucial for managers to make well informed decisions. IT can provide a number of different information forms such as the what-if analysis, sensitivity analysis and drill downs. They enable the correct business decision to be made in the circumstances.



4. Explain supply chain management and its role in a business
   Supply chain management is the management of the information flows between the various stages in a supply chain to maximise the total effectiveness of the supply chain and increase profitability. Supply chain management is vital in business as it enables firms to keep track of their inventory.
   
   
http://www.youtube.com/watch?v=6rmV__Yrk7Q



5. List and describe the five components of a typical supply chain.
   1) Supplier: provides goods/services to a company to be used in the manufacturing process.
   2) Manufacturer: makes products or services for businesses.
   3) Distributor: a person or company that delivers the goods or services to the retailer.
   4) Retailer: the shop where the product or service is sold.
   5) Customer: the person who purchases the good or service from a retailer.
   
http://www.techexchange.com/thelibrary/resources/B2Bjones-5.jpg



6. Define the relationship between information technology and the supply chain.
   Information Technology improves the forecast and operations of the supply chain.
   Information technology provides greater visibility over varying levels of the supply chain as goods can easily be located.
   Information enables a faster response to consumer demands within the supply chain. This can create a competitive edge for a company differentiating itself by its fast delivery of goods.

Chapter 7 – Networks & Wireless

1. Explain the business benefits of using wireless technology.Wireless technology increases availability.
Users can remain in contact 24/7. Wireless technology allows increased flexibility and mobility as users can be networked without sitting at dedicated PCs. Wireless networks reduce costs as they are cheaper to install and maintain. By improving the communication systems of a business the efficiency of a business is improved as information is transferred faster between colleagues and customers.
http://www.is4profit.com/business-advice/it-telecoms/wireless-communications/the-benefits-of-wireless-communication.html

2. Describe the business benefits associated with VoIP.
The biggest benefit VoIP provides to business is that VoIP calls over a company’s intranet do not receive charges from a telecommunication company as they run on a private network. Costs are also reduced when calls are made over the internet, especially international calls which cover large distances. Skype is an example VoIP. It enables telephone and video calls over the internet.

http://blog.tmcnet.com/blog/tom-keating/images/skype-hq-video-with-rich-1.jpg

3. Compare LANs and WANs.
A local area network (LAN) connects computers within a small geographical region such as a business’ premises. LANs connect via Ethernet connections, routers and the internet to share data and internet connections. Firewalls are used to prevent unauthorised access.

http://www.garethjmsaunders.co.uk/pc/images/network/router/02_lan_router.gif
A wide area network (WAN) varies from a LAN as it connects computers over a wide geographical region. LANs rely upon cabled connection whilst WAN’s rely upon the internet and wireless forms of communication such as satellites to connect computers together. WANs may be implemented across multinational corporations to enable them to share information across offices

http://insan87.files.wordpress.com/2008/04/wan.gif

4. Describe RFID and how it can be used to help make a supply chain more effective.
Radio Frequency Identification is a method of tracking inventory. Small tags are used which receive and transmit radio signals to identify what the inventory is and where it is. Passive RFID tags have no internal power flow. Active RFID tags operate upon the same basis but have an active power flow.RFID is a low cost method of increasing the efficiency of the supply chain as cargo can easily be identified and located. This technology also enables downstream users, such as customers, to track where a product is located.

5. Identify the advantages and disadvantage of deploying mobile technology.
Mobile technology is any form of technology that can travel with its user. When connected to the internet mobile technology can provide real time information. For example, the iphone.

http://www.mapds.com.au/newsletters/0807/iphone_home.gif

Advantages:
The mobility of the technology means that it is convenient. An employee can access important information in real time at any location.Mobile technology is relatively cheap.The processors of mobile technology are powerful enough to provide real time information.The portability of mobile devices enables a broad reach as users can be reached instantly.

Disadvantages:
Mobile technology is convenient its processing power is limited and a pc may be needed to run complex programs.Mobile devices are insecure. There is a threat of Bluetooth hacking which could cause significant business and personal information to be lost.

Chapter 6 – Databases and Warehouses

1. List, describe, and provide an example of each of the five characteristics of high quality information.
1) Accuracy – information is precise and correct. For example, correctly recording customer details such as name, address, etc.
2) Completeness – all the necessary values are included for a field. For example, including the street, city, state and postcode in an address.
3) Consistency – basic information must correspond with detailed information. For example, all total fields should equal the true total of individual fields.
4) Uniqueness – Representing transactions, entities and events once in information. For example, duplicating a transaction.
5) Timeliness – Information is current and updated as the business requires. For example, is information updated weekly, daily or hourly?

2. Define the relationship between a database and a database management system.
Database: A logical collection of interrelated information, managed and stored as a unit. A database maintains information about various types of objects, events people and places. A database has a schema which provides a structural description of the type of facts held in the database.
http://geoapp2.gov.mb.ca/website/MAFRI/Glossary3.html&ei=dK7wS6jMHMyOkQXa0NznBg&sa=X&oi=define&ct=&cd=1&ved=0CCEQpAMoBw&usg=AFQjCNEwXVcF4VnOICOX0oxTQwehu9DDPw
3. Describe the advantages an organisation can gain by using a database.
Databases reduce data redundancy by recording data in one place. This also creates a more efficient computer system a less space is required. Databases can create limits for fields which also limit errors. Databases allow an increased level of security through authentication processes such as passwords and access controls. This is increasingly necessary due to the growth of the internet which has lead to more malicious virtual activity. http://www.businesslink.gov.uk/bdotg/action/detail?itemId=1075422994&type=RESOURCES

4.Define the fundamental concepts of the relational database model.
A relational database maintains a set of separate, related tables, but combines data elements from these files for queries and reports when required. This is achieved by creating relationships between the fields of separate tables. The primary key function ensures that records within a table are unique. A primary key field will contain no duplicates or blank values.
http://www.pcmag.com/encyclopedia_term/0,2542,t=relational+database&i=50369,00.asp

http://www.novixys.com/Exult/Relationships_1021_01.jpg

5.Describe the benefits of a data-driven website.
Data driven website is an interactive website related to the needs of its customers by using a database. The benefits of data-driven websites are:Development: the website owner can make changes at any time without a developer or knowledge of HTML programming.Content management: Removes confusion as there is no intermediary such as a website developer to update websites.Future expandability: the website can easily be expanded in the future. Functions such as changing the layout, display and functionality such as adding more features and sections can be achieved easily.Minimising human error: errors and mistakes are likely to occur in a website. To compensate it is necessary to have error trapping mechanisms which ensure that the required information is filled out correctly and content is entered and displayed correctly.Cutting production and update costs: the website is cost-efficient because there is less need for a programmer as the website owner can publish content.More efficient: Computers enable large amounts of information to be stored in a small space. Global changes can be made to layout, navigation and site structure need to be programmed only once. A data-driven infrastructure improves the reliability and stability of a website.Improved stability: Data driven websites are not prone to information loss if the programmer is disrupted or does not retain the latest template.
An example of a data driven website is http://en.wikipedia.org/wiki/Main_Page.

6. Describe the roles and purposes of data warehouses and data marts in an organization.
A data warehouse is a logical collection of information from many different databases that help decision making and business analysis. The purpose of a data warehouse is to gather coarse information throughout an organisation into a single storage space to make business decisions and analysis. The purpose of a data warehouse is to gather information throughout an organisation into one store that enables employees to make decisions and conduct business analysis activities.

http://3.bp.blogspot.com/_IwrVxMXC70o/SjpjAFtmIwI/AAAAAAAAAek/fXYs0TT9Zzg/s400/Data+Warehouse.png

Chapter 5 – Enterprise Architectures

1. What is information architecture and what is information infrastructure and how do they differ and how do they relate to each other?
Information architecture identifies where and how important information is maintained and secured. Information Architecture is responsible for planning the backup and recovery, disaster recovery and information security systems.Information Infrastructure is the equipment that enables goals in backup and recovery, disaster recovery and information security systems to be achieved. Information infrastructure supports and achieves the goals that are outlined in the information architecture through the equipment.

2. Describe how an organisation can implement a solid information architecture. 1.Backup and recovery
Creating an exact copy of system information so that in the event of an emergency a system may recover from failure. Backup and recovery media range from cd and dvds to servers. The most appropriate method suits the business goals and objectives. A small business will not find it necessary, fro example, to have information backed up hourly on an off site server.
2. Disaster Recovery
Implementing a disaster recovery plan to the business operations, a detailed process for recovering information in the case of a catastrophic disaster. This also includes a business continuity plan which details how a business will restore its lost information in a time frame.
3. Information Security
Protecting classified and personal information to avoid information misuse and manipulation. This is achieved by managing user access and ensuring up to date antivirus and software updates are installed.

3. List and describe the five requirement characteristics of infrastructure architecture.
1)Flexibility – systems must be able to meet all business challenges. The infrastructure architecture must be able to adapt to new situations.
2)Scalability – the system must be able to adapt to increased demand. Growth can be driven by a number of unpredictable factors. The infrastructure architecture must be able to cope with anticipated and unanticipated growth. This can be achieved through capacity planning which determines the future IT infrastructure requirement such as new equipment and additional network capacity.
3) Reliability – ensures that all systems are functionally correctly and providing accurate information. Incorrect information places a business at risk of making poor decisions.
4) Availability – when a system can be accessed by users. High availability is the goal of all IT systems. Many websites provide services which are available 24/7. Systems do require maintenance, upgrades and repairs which is a competing demand that must be minimised to maintain a high level of availability.
5) Performance – how quickly a system performs a process or transaction. It is necessary to have high performance IT systems or risk customers moving to a competitor.

4. Describe the business value in deploying a service oriented architecture.
A service orientated architecture is a business approach which uses systems to link resources on demand. Resources are made available to other participants in the network as independent services that are accessed in a standardized way. SOA is based upon loose coupling which joins services on demand to create composite services but can easily disassemble functional components. This enables businesses to remain flexible and adapt quickly to changing business needs.
http://www.sybase.com/detail?id=1054411

http://blogs.cofc.edu/gradschool/files/2009/07/soacorecomponentsdiagram.jpg

5. 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 on the information. User-generated events include keystrokes and mouse clicks, among a wide variety of other possibilities.

6. What is a service?
A service is a business task. For example, checking a customer's credit rating.

7. What emerging technologies can companies use to increase performance and utilise their infrastructure more effectively?
Companies can use virtualisation and grid computing to utilise their infrastructure more effectively:

Virtualisation: A framework that divides computers into multiple execution environments. This increases physical resources and consequently maximises a business' investment in hardware. For example, you may run multiple operating systems on one computer.

http://pcwin.com/media/images/screen/66219-parallels_workstation_for_windows.jpg

Grid computing:
Grid Computing is an aggregation of geographically scattered computing, storage and network resources, corresponding to distribute superior performance, higher quality of service, better deployment and easier access to data. Grid computing is beneficial as it improves the efficiency and collaboration of virtual organizations and respective computing and data resources, and Allows broadly isolated departments and businesses to generate virtual organizations.

http://www.adarshpatil.com/newsite/images/gridcomputing.gif