UNIVERSITY OF NAIROBI

MANAGEMENT INFORMATION SYSTEMS SEMINAR

GROUP MEMBERS

NAME REG NO.

BRIAN OKETCH D61/75558/2012

SAMUEL KAMIRU D61/64577/2013

DAVIS NDAMBO D61/61046/2013

AREAS

• SOCIAL CAPITAL THEORY

• INFORMATION TECHNOLOGY AND CUSTOMER SERVICE

• ENTERPRISE CONTENT MANAGEMENT

Social CapitalistTheory

ORIGIN OF CONCEPTSOCIAL CAPITALISM is an ideology based on combining the best of practical socialist ideologies and the best of capitalist ideologies to foster a more ideal society and supporting government.

SOCIALISM  A system of social organization that advocates for the ownership and control of the means of production and distribution of capital, land and other valuable resources in the community as a whole.

CAPITALISM An economic system in which investment in and ownership of the means of production, distribution and exchange of wealth is made and maintained chiefly by private individuals or corporationsThe aim of such reality would in effect establish a more effective balance between power and money among society. Such harmony would allow for the society to provide the highest level quality of life possible in the world. How well a society can be best supported by business and government will determine who is the winner.

SIMPLEST EXPLANATION OF SOCIAL CAPITALISM

You need a job. If you know someone at the company where you are applying and this connection helps you get the job at the company, you have used social capital.

Social capital can also have negative effects. For example, if a social network is used for manipulative or destructive purposes that will affect the economy negatively, such as when a group colludes to fix market prices.

PRINCIPLES OF SOCIAL CAPITALISM

• Both capitalist (private sector) and socialist (public sector) ideologies co-exist to best support society via the balance of both being managed by the government.

• Government has the role to support the populist decisions made by citizens via tools such as referendums, petitions, online voting, etc.

• Everything is divided into two tiers – private and public

• Government is transparent and serves the population by implementing decisions. Government cannot be blamed for decisions but rather for poor implementation.

• A key “effectiveness” measurement of one social-capitalist State and another is based on the level of cooperation between the private and public sectors. If either has a better business model - the better one wins. If a private company can run the Kenya Postal Services better than the government, then the private sector can own it. Likewise, if the government can run EABL better than the private sector, then they can do the same. In either case, society dictates.

UNEMPLOYED VS. NON-PRIVATE EMPLOYED VS.

NON-LABORNon-Labor

• In social capitalism this refers to all citizens and residents that do not qualify for work due to age, ability, education, immigration, handicapped, prisoners, etc.

• Examples include:

• Retired Senior Citizens

• Underage Children

• Sick & Injured

• College/University Students

• Pregnant & Nursing Mothers

• Criminals In Jail

• Non-residents

• In social capitalism the notion of being unemployed because a citizen cannot be hired by either the private or public labor tiers does not exist. To be unemployed is the choice of the individual.

• Unproductive, non-beneficial yet able citizens who chose to be unemployed do so at their own expense.

• The public sector cannot eliminate able citizens.

• In social capitalism if you are not employed by the private sector you are automatically employed by the public sector. To be unemployed remains a choice.

• The public sector employees all able non-private citizens. Labor is provided to all though not always relevant to prior work experience or education.

• Non-Private employees support society however possible for the benefit of all.

Non-PrivateUnemployed

SOCIAL CAPITAL PARADIGM• Paradigm: A theory or a group of ideas about how something

should be done, made, or thought about. The social capital paradigm describes the influence of relationships on social, emotional, and economic transactions.

• Much of human behavior does not appear to be motivated by selfish preferences for increases in physical goods and services. Examples of such behavior include donations to charities, putting oneself in harm's way to protect a friend or family member, unwillingness to move from one's community for a significant pay increase, offering preferential terms of trade to friends in exchange for physical goods and services, gift giving, volunteering, and attachment to things with little physical value.

NETWORKS• Social capital exists in relationships. Networks can be used to

describe the patterns of relationships or where one's social capital resides. Sometimes we can create networks inadvertently as we seek to perform tasks requiring collaboration. We believe that social capital is more than a side effect: Individuals and groups can consciously work to strengthen it. For example, a basketball players from different parts of the world can decide to play a strictly passing game before choosing one player to shoot the ball.

• Networks resolve the conflict between those who believe groups influence individuals versus those who believe groups reflect individual preferences.

• A network may discourage opportunistic behavior by one member of the network because the cost of doing it would be condemnation from all other members of the network. Thus, networks can perform an important function in maintaining accepted rules and norms and provide a balance between individual and group preferences.

• They can also restrict innovation and the ability to respond to changed circumstances.

INSTITUTIONS• Institutions are the rules that make ordered and meaningful exchanges possible. They also establish property rights, membership requirements, rules for resolving disputes, and procedures for establishing new institutions.

• Institutions are the products of the collective response of persons in networks to the actions of others. Institutions often grow out of norms that establish responsibilities. Institutions also reflect the distributions of social capital and in turn influence how social capital is developed in the future. Without institutions, chaos reigns.

INSTITUTIONSInstitutions may be formal or informal. Rewarding good behavior or punishing bad behavior through offering or withholding socio-emotional goods or social capital can enforce informal institutions. Examples of informal institutions are the ways households celebrate birthdays and other special events, accepted practices for grieving, care of children and the aged, and responsibilities for one another in times of distress.

Economic efficiency measured in physical terms is not always produced when informal institutions organize exchanges (e.g., the boss hires his sister's son though he is not a good worker). On the other hand, economic efficiency may be increased through informal institutions that require the boss's nephew to be loyal, where other employees may be opportunistic.

POWER• Power refers to one person's ability to influence the actions of

another. We exercise power through potential rewards or potential sanctions. Individuals' or groups' power can be associated with the economic and physical resources under their control. Human capital may provide power through one's superior skills or knowledge.

• The exercise of power may also include threats of exclusion: to refuse to do business, to sue in court, or to disrupt a competitor's ability to earn income. Finally, there may be extralegal forms of sanctions such as physical violence, not respecting the property rights of another, or using falsehoods to create sanctions.

• An individual's social capital provides another form of power. If one needs comfort or encouragement, it helps to have caring friends.

USES IN MIS

• Social Educational Forums e.g., http://math.com

• Increased quality of life; good deeds lead to good feelings

• To gain recognition from others in a similar field.

http://www.jstor.org/stable/25148667

RESEARCH PROBLEMS IN KENYA’S IS/ IT FORUM AND HOW SOCIAL CAPITALIST

THEORY CAN SOLVE IT No national funding mechanism for Research

Staff commitment to research contingent invariably upon promotional opportunities or student

Research Quality is often question

The mentality of “What’s in it for me” is in play

END

INFORMATION TECHNOLOGY AND

CUSTOMER SERVICE

EFFECTIVE CUSTOMER SUPPORT• Whether a company is a manufacturing or service

industry, what makes a competitive difference is the customer support and service that is built around it rather than just the quality of the product(cf. Henkoff,1994)

• Customer intimacy is becoming an increasingly acknowledged strategic posture and traditional distinction between products and services is becoming increasingly irrelevant. (Treacy and Wiersema, 1995),(Haeckel,1994)

Evolution of customer support for complex products

• Can be traced from way back in 1850s –(Singer Sewing machine)

• Traditionally thought to be After Sales Service.

• As competition gathered Momentum, companies started to bundle services with the products.

• Many customer support innovation in the last 2 decades has come from advancement of Computer and Telecommunication.

• Modern standards developed such as ITIL to support customer service delivery.

Cont…

Operational objectives of customer support system

• Provide consistent, accurate responses to customer inquiries

• Document and track all known problems and proven solutions

• Create centralized sources of information about customers, known problems, solutions

• Assist in developing solutions to new problems

• Create a closed loop escalation process

• Promote cross-training of support staff

• Provide remote access for customers of problem solutions

• Improve call tracking and problem reporting

• Improve accountability and responsibility with clear audit trails

• Improve productivity of customer support staff

TechConnect New it-enabled customer support process

SOCIAL MEDIA• Introduced a platform for customers to

interact with firms.

• Firms can collect data from social media regarding their products and service.

• Firms can launch products in reaction to customer response form social sites.

Other Customer support tools

•Applications such as :1.Remote Desktop from (Windows)

2.LogMeln (Windows & Mac)

3.TightVNC (Windows & Linux)

4.TeamViewer (Windows & Mac).

5.UltraVNC(Windows)

Challenges

• Internet connectivity in developing countries

• A small portion of population are computer literate.

• Security(Internet is not safe)

• Relatively expensive.

END

ENTERPRISE CONTENT MANAGEMENT(ECM)

HISTORY OF ECM• The Association for Information and Image Management

(AIIM) International, the worldwide association for Enterprise Content Management, defined the term in 2000.

• Late 2005• Enterprise content management is the technology used to capture, manage, store, preserve,

and deliver content and documents related to organizational processes.

• Early 2006• Enterprise content management is the technology used to capture, manage, store, preserve,

and deliver content and documents related to organizational processes.

• Early 2008• Enterprise Content Management (ECM) is the strategies, methods and tools used to capture,

manage, store, preserve, and deliver content and documents related to organizational processes. ECM tools and strategies allow the management of an organization's unstructured information, wherever that information exists.[1]

• Focus is on B2E (Business-to-Employee) systems

ENTERPRISE CONTENT MANAGEMENT

• (Late 2010) Enterprise Content Management (ECM) is the strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to organizational processes. ECM tools and strategies allow the management of an organization's unstructured information, wherever that information exists.

• Enterprise content management is a technology that allows you to take control of your organization's important information, like documents, emails, invoices, contracts and so much more.

• Terms associated with ECM - document management, BPM, case management, imaging, records management, full text indexing

• The three types of ECM: web content management, collaborative content management and transactional content management.

• Figuring out where your company’s ECM needs fit is possibly the biggest step to identifying both the right solution and the right vendor.

ECM ensures agile information governance and reduces risks in the enterprise. As a

result enabling focus on using information to drive growth and innovation

You can capture paper and electronic content from all sources and use it to fuel

processes across the enterprise

Comprehensively manage documents and all types of enterprise content to ensure rapid

access

Simplified interface to eliminate the hustle for critical data and actions thus improving

adoption efficiency and impact.

Provides users with seamless access from any device and anywhere.

Improves productivity and operational efficiency by streamlining business processes

Information is secured with controls to ensure confidentiality, integrity and

availability

Preserve valuable information as you defensibly get rid of information that has reached the end of its life thus ensuring

compliance and accountability

COMMON TERMS

• Business Process Management

• Business process management (BPM) is the practice of using computer software to assist a business with conducting its work.

• Document Imaging

• Converts paper documents into electronic format for both business processing purposes as well as long term storage.

• Document Management

• Consolidates all of your organization’s information in one place and store it electronically to it's easier to find the documents you need.

CONT…

• Records Management

• Assists in meeting legal retention requirements to help companies avoid fines, unsuccessful audits and more.

• Software Integrations

• Integrating with other technologies, from electronic medical record systems to core banking solutions, optimizes ECM solutions.

• Workflow Management

• Helps organizations efficiently assign work among employees by automating business processes.

ECM EXAMPLE

BP EXAMPLESales Order Scenario: Start and Finish

BENEFITS OF ECM

• Reduce operating costs;

• Eliminates the costs of printing, shipping and storing paper because your content is captured digitally

• Improves productivity by providing instant access to content and processes from anywhere, even a mobile device

• Speeds up processes by automating predictable decisions and providing useful tools to manage all the surrounding tasks, activities and case work, allowing you to increase productivity without increasing staff

• Improve customer service

• Recovers time spent searching in multiple locations for documents, and waiting for files to be pulled and delivered

• Allows customers, constituents and students to complete forms and make requests online

• Provides online real-time visibility into status of requests, transactions and orders

• Minimize risk

• Allows easy enforcement of your security policies and tracks all access and activities

• Facilitates reporting and auditing on the information you do and don't have

• Automates your retention and records management requirements

REASONS FOR ECM

• Help Your Company with Regulatory Compliance; With the increasing levels of compliance regulations and required audits, both internal and external, keeping track of necessary documents is more important than ever; Increases response to changing compliance regulations and instantly distributes updates; Stores and communicates changes without copying and handing out changes; Provides high-level safety and compliance dashboard to your compliance officer to reduce risk in real-time; Manages the retention of stored documents according to pre-defined rules to support compliance and minimize legal risks

• Increase employee productivity with business process automation and ECM; There’s a story we tell around the office about a client that, prior to implementing an enterprise content management system, had a unique way of shuttling files between offices: a full-time employee on a golf cart.

WHY ECM?

ECM COMPONENTS

• The value of ECM goes way beyond simple scan, store and retrieve solutions. In fact, these six categories of ECM - these building blocks - encompass the functionality present in an ideal solution:

• Capture, Process, Access, Integrate, Measure, Store

• When your solution includes elements from each of these categories, you will get the maximum value possible.

CONT…

• Capture

• Your ECM solution should be able to capture any file type from any physical location, and automatically classify your documents.

• Process

• ECM promises to optimize your processes, driving efficiency by eliminating wasted time.

• Access

• An ECM solution should allow you to access your important information quickly and easily. And everyone who needs access to this content should be able to easily, from anywhere.

• Integrate

• Your ECM solution should integrate with all your critical business applications

• Measure

• Your ECM solution should allow you to monitor and report on the information and activity within your solution, without involving IT or database administrators.

• Store

• An ideal ECM solution will provide affordable redundancy of your data, and have your retention policies running automatically behind the scenes.

CHOOSING ECM

• Make sure the solution will meet your needs now and in the future. When evaluating an enterprise content management product consider the investment beyond the immediate need it solves. Will my investment yield a return today (with known needs) as well as tomorrow (where needs are unknown)? An ECM solution should easily accommodate your organizational changes over time.

• The following are things to keep in mind when getting an ECM 

• What To Expect; The right ECM solution will help you save time and money, as well as stay competitive in your industry and among your peers.

• Deployment; ECM vendors offer a wide array of functionality, but few offer multiple deployment options, like ECM in the cloud.

• Conversions; Discover how you can reduce costs, align with IT investments, gain new efficiencies and mitigate risks.

• Creating an RFP; Find out how to create a request for proposal (RFP) for your ECM and business process software solution.

• Choosing a Vendor; Knowing a customer’s industry is as important as enterprise content management and document management expertise.

TRANSACTIONAL CONTENT MANAGEMENT

• A system of record for managing process-related documents.

• If you have a lot of physical documents – insurance claims, medical records, government forms, payroll, student admissions – and you need a more efficient way to capture, process and access those documents.

• TCM is sometimes known by different names – document management, document imaging and others – that are more parts of the TCM picture than the picture as a whole.

CONT…

• TCM lets you:

• Capture documents in any format – including paper, e-mail, mainframe reports and e-forms

• Manage content according to your organization’s business rules and gauge the health of processes in real-time

• Store, organize and track your content so documents are there when you need them

• Deliver documents as soon as they’re needed so processes run fast and costs stay low

• Preserve and protect your documents so you meet and stay in compliance with internal and external standards

COLLABORATIVE CONTENT MANAGEMENT

• A system designed to process and assist the simultaneous creation of content by multiple authors across a network-based infrastructure.

• Maybe you work in a pharmaceutical company or financial services organization that demands several people work on the same document in various iterations and those folks are miles – or even oceans – apart.

• This solution allows for an entire team to work off the same master document, tracking changes, saving minor drafts and embedding files.

• If your business relies on key business knowledge and research that you continually duplicate (i.e., reinvent the wheel), and more and more often your employees telecommute

• Collaborative CMS will allow you to create “shared workspaces”

• A system designed to process and assist the simultaneous creation of content by multiple authors across a network-based infrastructure.

CONT…

• But here’s a simple way to picture it. Imagine a table with a blank piece of paper in the center. Now picture a group of people around the table, each with his or her own pencil and eraser. One after the other, each person gets time with the document – to write something new, correct a remark, add an image, review, approve and sign off on the document. In the end, there aren’t multiple documents on the table. Just one. The one everyone works

• Collaborative content management – sometimes called collaborative document management – is the same thing, only living in a digital world where a software or online portal serves as the table and the group around the table is, in reality, sitting anywhere in the world, working on the document at any time of day.from.

WEB CONTENT MANAGEMENT

• If you woke up this morning sweating about whether your customers can easily find valuable content on your company’s website, or have doubts about your employees’ ability to simply and efficiently manage that content, then start shopping for a web content management system.

• web content management (web CMS) is a software business solution that allows consistent control of website look and feel – brand, wire frames, navigation – while giving several content producers the ability to dynamically create and publish content – articles, photo galleries, video and so forth.

CONT…

• User experience: Make sure the system you choose offers simple, built-in text editors and the ability to add pre-defined functionality to the page. Make sure any training necessary isn’t too complex for non-technical employees.

• Scalability: As your business grows, so should your web CMS. As business booms, you’ll discover the need to add more content, more functionality and the desire to branch off with niche sites.

• Content Tools: Make sure you can control what, when and how content is published. Chances are, as your business grows, more editors, writers and content creators will have access to the CMS. You want to make sure the tools to control content workflow are in place.

• Support and Updates: Understand the level of technical support you will receive from the makers of your web CMS system (some? none?) and be comfortable with your choice. Also, make sure you are notified when updates to the software occur – and that you have easy access to those updates.

BUSINESS NEEDS FOR ECM• Information Governance

• Information governance is about managing and protecting your information to make sure it’s working for and not against your organization.

• Enterprise information is growing at an exponential rate, with business applications moving from the desktop to mobile devices and where information itself resides anywhere – on premises or in the cloud. The firewall is no longer the "boundary" of the business, making it harder than ever to enforce information management policies and ensure compliance. To compound the issue, with this explosion of enterprise content, it’s harder than ever for business users to find the information needed and ensure its accuracy and integrity.

• Successful Information Governance programs demand that companies balance the needs and priorities to mitigate legal and business risk, take advantage of information to drive business value, and minimize the costs of managing information.

SAMPLE ECM SOLUTIONS

• Microsoft SharePoint

• Oracle Corporation; Oracle Content Management

• Laserfiche

• OpenText

• Open source ECM products include

• Alfresco, eXo Platform, LogicalDOC, Sense/Net, eZ Publish, KnowledgeTree, Jumper 2.0, Nuxeo, and Plone.

ECM TRENDS, 2014• Hybrid cloud-based ECM; ECM and cloud-based file sync and share

services will come together in hybrid ECM solutions.

• Integration with business applications; it serves true business functions when it can be integrated with other business applications such as customer relationship management and enterprise resource planning software.

• Content apps that automate workflow; ECM users want software to help them automate tasks and optimize business processes.

• Mobility; Remote employees, third parties and workers on the road have placed serious pressure on the ECM software market to enable mobile capabilities.

• Information governance; issues have forced this shift, from compliance requirements to new security threats to cloud computing and mobility to the increasingly boundary less nature of enterprises today.

THANK YOU…