1. CHAPTER 3 Information Technology and the Internet Andrew J. DuBrin Essentials of Management, 6/e South-Western College Publishing Copyright © 2003 Screen graphics created by: Jana F. Kuzmicki, PhD, Christian Brothers University

2. PP T 3.1 1 Summarize the demands information technology places on the manager’s job. 2 Describe positive and negative consequences of information technology for the manager. 3 Discuss the impact of the Internet on customer and other external relationships. 4 Explain the effects of the Internet on internal company operations. 5 Pinpoint factors associated with success in e-business. After reading this chapter, you should be able to:

3. PP T Wireless Communication Environment The Wireless Environment: Constant Access to Office and to Customers. Personal Digital Assistant (handheld PC). Web-enhanced cell phones. E-mail pager. 3.2

4. PP T Information Technology: Positive and Negative Consequences Positive Consequences u Improves productivity and teamwork u Promotes gaining a competitive advantage u Improves customer service and supplier relationships u Enhances communication and coordination u Provides quick access to vast information u Enhances analysis of data and decision making u Facilitates empowerment and flatter organizations Negative Consequences u Can lead to employees becoming computer goof-offs u May lead to on-line addiction (excessive surfing of the Net) u May lead to people becoming techno-obsessive u Can contribute to repetitive stress disorders u Potential deterioration of customer service u Employers expect managers to be available at all times 3.3

5. PP T Impact of the Internet on Customers and External Relationships The Marketing Side of E-Commerce The Purchasing Side of E-Commerce Integrating the New Economy with the Old Economy Living with Increased Visibility 3.4

6. PP T The Effects of the Internet on Internal Operations u Revamping Operations. u Squeeze on Profits and Pressure Towards Cost Controls. u Monitoring Work and Employee Surveillance. u Dealing with Instability and Chaos. u Data Mining. u Outsourcing Information Technology. 3.5

7. PP T E-Business Essentials Digital Imaging Hosting Site Analysis M-Commerce Enterprise Servers Broadband Access Small Business Servers Nonstop Service 3.6

8. PP T Success Factors in an E-Business 3.7 Develop an Excellent Call Center Constantly Monitor and Update the E-Business System Keep Customers Informed about Order Status Mix Bricks and Clicks Develop a Global Presence Adopt a Positive Attitude Towards Change