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Authorized translation from the English language edition, entitled Management Information Systems,
1 l lh Edition, 013607846X by Kenneth C Laudon and Jane P. Laudon, published by Pearson Education,
Inc, publishing as Prentice Hall, Copyright 2010,2007,2006 BY Pearson Education, Inc., Upper Saddle
River, New Jersey, 07458
All the rights reserved. No part of this book may be reproduced or transmitted in any form or by any
means, electronic and mechanical, including photocopying, recording or by any information storage
retrieval system, without permission from Pearson Education, Inc Macedonian language edition
published by Ars Lamina DOO, Copyright 2010

, , 013607846X . , ,
, , 2010, 2007, 2006
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: Management information systems: managing the digital firm / Kenneth C Laudon, Jane P.
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ISBN 978-608-4535-55-3
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2008; and JimRapoza, "Videoconferencing Redux," eWeek, July
21, 2008; MikeFratto, "High-Def Conferencing At a l o w Price,"
Information Week.July 14, 2008; Marianne Koibasuk McGee,
"Looking Into The Work-Trend Crystal Ball," Information
Week, June 24, 2008; Eric Krapf,"What's Video Good For?",
Information Week, July 1, 2008

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14, 2008, "Profit Climbs for eBay, but Auction Growth Is Slowing," The New York Times, July 17,2008, and "EBay's
Leader Moves Swiftly on a Revamping," The New York Times, January 24, 2008; Catherine Holahan, "eBay's Changing Identity," Business Week, April 23,2007; and Associated Press, "eBay Rethinks Its Ways as It Enters Middle Age,"
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2008; Kristen Gerencher, "As More of Our Health Records
Move Online, Privacy Concerns Grow," FoxBusiness com,
March 26, 2008; "Preying on Patients," MarketWatch, June 19,
2008; and "To Trust or Not to Trust Personal Health Records?"
MarketWatch, March 26, 2008; Christopher Lawton and Ben
Worthen, "Google to Offer Health Records On The Web," The
Wall Street Journal, February 28,2008; and Lissa Harris, "Google
Health Heads to the Hospital," Technology Review, May 28,2008.

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a Power Play," The Wall Street Journal, March 27, 2007, and "IT
Managers Find Novel Ways to Cool Powerful Servers," The Wall
Street Journal,
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Show Fruits of Their Collaboration," Information Week, April 21,
2008; John Pallatto and Clint Boulton, "An On Demand Partnership," eWeek, April 21, 2008; Gary Rivlin, "Software for Rent,"
The New York Times, November 13, 2007; Steve Hamm, "A Big
Sales Job for Salesforcexom," Btw/ness Week, September 24,2007;
Mary Hayes Weier, "Salesforce com" and Marianne Kolbasuk
McGee, "Salesforce as B-to-B Broker," I formation Week, December 10,2007; Salesforcexom, Report on Form 10-K for the fiscal
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Press, February 1, 2008; J Nicholas Hoover, "Ahead in the
Cloud: Google, Others Expand Online Services," Information
Week, April 14, 2008; J Nicholas Hoover and Richard Martin,
"Demystifying the Cloud," Information Week, June 23,2008; Edward Cone, "Amazon at Your Service," CIO Insight, January 7,
2007; Robert D. Hof, "So You Wanna Be a Web Tycoon? Amazon Can Help" wwwwebworkerdailycom, January 24, 2007;
and Thomas Claburn, "Open Source Developers Build on Amazon Web Services," Tech Web com, January 12,2007,

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: Evan Albright, "Colgate-Palmolive Takes Control of


Global IT with SAP RPM," SAPNetWeaver Magazine, October,
2008; Thomson, Inc. "SAP xApp Resource and Portofolio Management and SAP Consulting Enable Enterprise Wide Strategic and Operational R8cD Portfolio Management" SAP White
Paper, sap.com, accessed October 15, 2008; Colgate-Palmolive,
Inc. Form 10K, filed with the Securities and Exchange Commission for the fiscal year ending December 31,2007, filed February
28, 2008; ZDNet Australia, "Effective Management of Multiple
Projects With SAP xApp Resource and Portfolio Management,"
August 28,2007; and Bloomberg News, "New Products and Demand in Emerging Markets Fatten Profits at P.&G and Colgate,"

Vie New York Times, January 31,2007.

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motors (GM))
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2007 .

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?
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; Alex Taylor III, "Rick Wagoner Tries to Catch A Falling
Knife - And Fails," CNNMoney.com, July 15,2008; Stan Gibson,
"GM Pens IT-Buying Bible," eWeekcom, July 23, 2006; David
Welch, "GM Staggers Under Losses," Businessweek com, August

582

1, 2008; Mary Hayes Weier, "GMs Factory IT Faces A lest,"


Information Week, June 21, 2008; John Soat, "CIOs Uncensored:
G M s CIO: IT Vendors Aren't Helping With Globalization,"
Information Week, May 10, 2008; "GM's Ralph Szygenda Has

the Biggest Stick in IT," ClOlnsight com, April 7, 2006; and


Doug Bartholomew, "GM Outsourcing Overhaul, 1 Year Later,"
Baselinemag.com, January 7, 2007,

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