MBA (E) CP-207

MBA (Executive) Programme II Semester Examination 2020

Information System for Management
End-Semester-Exam-Assignment-3
Name: - Majid Ahmad
Roll No: - 19MBE025

1. What are some of the limitations or dangers you see in the use of AI technologies such
as Expert system, virtual reality and intelligent agents?

Answer 1:
Artificial intelligence (AI), also known as machine intelligence, is a branch of computer science that
aims to imbue software with the ability to analyze its environment using either predetermined rules
and search algorithms, or pattern recognizing machine learning models, and then make decisions
based on those analyses.
Although the purpose of AI is to reduce the time and human effort and complete any task with zero
errors, but following mentioned can be considered as few disadvantages of the artificial machine
intelligence:

1. It can cost a lot of money and time to build, rebuild, and repair. Robotic repair may easily occur to
reduce time and humans needing to fix it, but that'll cost more money and resources.
2. It's questionable: “Is it ethically and morally correct to have androids, human-like robots, or
recreate intelligence, a gift of nature that shouldn't be recreated?” This is a discussion about AI
that's popular in the days.
3. The storage for an AI is expansive, but the access and retrieval may not lead to connections in
memory as well as humans could.
a. They can learn and get better with tasks if coded to, but it's questionable as to if this can ever
become as good as humans can do such. Hence, they can only follow the approach with
which they are designed; they can never have more optimal solutions designed by them.
b. They cannot work outside of what they were programmed for.
c. They could never, or, at least, seemingly never with our technological perceptions, receive
creativity that humans have.

i. This means that AI can prevent sympathizing with emotions for human contact, such as in
being nurses.
ii. This means that AI can also reduce wisdom and understanding general human emotions
or any expression.

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 iii. This means that AI can prevent common sense occurring. Even if coded with common
sense and to learn, it seems hard for them to get as much common sense that humans
could. Thus, in a decision making in any situation it will act in a very calculated and
predictable manner.
4. Robots, with them replacing jobs with humans, can lead to severe unemployment, unless if
humans can fix the unemployment with jobs AI can't do or severely change the government to
communism.
5. As seen partially with smartphones and other technology already, humans can become too
dependent on AI and lose their mental capacities. We can simply exemplify this by the habit of
not remembering phone numbers since the storage is introduced in a mobile phone or doing the
simplest of the calculations with the use of a calculator.
6. Machines can easily lead to destruction, if put in the wrong hands. That is, at least a fear of many
humans.

a. AI-based attack infrastructure and frameworks can be created

b. Using the algorithms and techniques used in traditional machine learning to “break”
or “reverse-engineer” the algorithm(s) of security products.

c. AI-boosted cyber-attacks in which the malware operates AI algorithms as an integral

part of its business logic.

7. The researchers at Facebook have found "dialogue agents" bots to be "incredibly crafty
negotiators". This has been reported recently that after learning to negotiate, the bots relied on
machine learning and advanced strategies in an attempt to improve the outcome of these
negotiations AI as robots over the time can become quite skilled at the things they are
programmed for and even began feigning interest in one item in order to 'sacrifice' it at a later
stage in the negotiation as a faux compromise. Hence, several experts including Professor
Stephen Hawking have raised fears that humans, who are limited by slow biological evolution,
could be superseded by AI.

2. Should every company become a Customer-focused business, how does Information

Technologies are helping them to achieve these goals?

Answer 2:
While there are many factors and stakeholders to consider when running a business, some
organizations lean towards operating customer-focused businesses, which operate based on
customers’ needs and demands. Below mentioned are the few of pointers that we can consider for
every company adopting a customer-focused business approach:

1. Build Loyalty
Running a customer-focused business helps organizations build a loyal customer base and a good
will with the customers. Customers are more willing to purchase and take services from companies

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that they feel consider their needs when they create products and services. Customers also are
frequent patrons to businesses that place a high value on training their staffs to emphasize customer
service.

2. Customer Retention
Customer retention is essential for building residual revenue. It’s also much more cost-effective than
solely focusing on acquisition, as its 6-7 times costlier to attract a new customer than it is to retain an
existing one.
Providing excellent service is absolutely necessary for establishing high retention rates.

3. Celebrated for Customer Service

Customer service becomes a part of your company's brand when you run a customer-focused
business. When customers hear the name of your business, they automatically associate it with
knowledgeable and friendly sales professionals and a company dedicated to ensuring customers’
needs is met. There are many companies which are celebrated for their dedication to being
customer-focused businesses and providing superior customer service.

4. Creativity and Innovation

Customer-focused businesses operate solely on customers' needs and wants, which can have a
negative impact on a company's creativity. When companies are only customer-focused, they may
resist coming up with ideas to improve products or create new products, so they begin to lack
innovation. Although, another pro with the customer focused service is that the companies can use
research and development to come up with ideas customers may not think of on their own when
surveyed about their needs and be innovative about the solution to such requirement.

5. Ever-Changing Customer Needs

Customers' needs are ever-changing, which means your customer-focused business needs to have
the resources, such as financing, staffing and time, to constantly keep up with customer demands.
This may be problematic for small business, as it can be expensive and lead to employee burnout.

6. Customer-centric Companies are More Profitable

Considering the impact service can have on retention, it should come as no surprise that companies
that make their customers a priority are more profitable. In fact, research from Deloitte and Touché
found that companies with a customer-centric focus are 60% more profitable.

A customer-focused approach can do more for your business than boost your customer satisfaction
levels. Hence, every company should become a Customer-focused business as a company’s
success relies on your customers and of sales or revenue because of them.

Information Technology can help you anticipate customer needs, tailor business processes to best
serve customers, and ultimately improve the efficiency of your business – the latter of which can
keep costs down.

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A. Customer Service Technology
There are a few major areas in which technology now is able to help provide key advantages to
businesses in engendering customer loyalty by improving customer service:

• Websites: Providing areas on your website where customers can answer their own
questions or seek answers from others.

• E-mail: Using e-mail as a way to improve customer service and more quickly respond to
certain needs or help requests.
• Communications: Unifying communications so that you know that the customer who left
a voice mail also sent an e-mail with the same request a few days ago.
• Software: Better managing customer relationships with more sophisticated data-
gathering tools, such as customer relationship management software.
• Incident/Service ticket portal and call centers: In case of urgent request expedition
and resolving any issue faced by customer, the service portals and call centers have
proved to be great help.
B. Giving Customers What They Want, When They Want It.
The goal of your business in terms of its customer interactions is the generate loyalty. There's no
better way to do that than to offer quality products and services and to be responsive to your
customers. But as new technologies have come to market to make it easier for businesses to
provide customer service, they may also be increasing the number of channels through which you
interact with customers and the complexity of those interactions. Accenture, the technology
consulting firm, suggests that businesses that want to use technology to raise the quality of their
customer service focus on the following:

• Data management and analytics: Using data collected from customer to analyze their
preferences.
• Insight-driven marketing: Gaining insights into your business from customer data so
you can more effectively target marketing.
• Marketing automation: Streamlining and automating business processes to improve
efficiency and keep costs low.
• Self-service optimization: Finding ways for customers to interact with your business
when they want.
• Workforce effectiveness: Encouraging your staff to embrace new ways improving
customer treatment by providing tools and training to deliver better service.

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 3. What can be done to improve the security of business uses of the Internet? Give
several examples of security measures and technologies you would use?

Answer 3:

Internet security for business is very important. In today’s world most of the thing regarding business
is done through use of Internet because of which there is a high chance of threat/cyber scams to the
business. It has been a serious matter to improve the internet security of the businesses. There are
many ways to improve the security of business uses of the Internet. Following are the several
measures that could be implemented for improving the security:

1. Stay Clear from Malware: It is always recommended to take precautions and not to leave your
business open to cybercriminals. To make this possible, it is required to secure every computer.
Malware is designed to damage or infiltrate a network PC without your consent or knowledge. To
protect your business from malware of any kind, here is what you will need to do:
a. Turn on the onboard firewall on your router. It is not entirely enough to deal with
malware, but it will act as your first line of defense.
b. Get the best security software programs (anti-virus) for all your PCs. It would be best if
you spent more than expected, but it will be worth every penny.
c. Employ good security that will automatically adjust itself according to the device being
used. The level of protection should change depending on whether or not they are in the
office.
d. Get anti-spam protection to get rid of unwanted email. It will block distractions and risks
for employees, all the while preventing malware from getting into
2. Tackle Social Media Effectively: In this day and age, the importance of social media cannot be
denied. It is here to stay, so it is required to empower the employees regarding guidelines and
the best practices they need to adhere to while using social media platforms.
Instead of just anyone, assign an individual or a group of individuals that will speak for your
business. Make them responsible for writing about external and internal events.
In the security policy, do not forget to include social media sites like LinkedIn, Twitter, Facebook,
and others. The non-disclosure agreement will ensure that confidential information remains
intact.

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3. Ensure Usage of Strong Passwords: Passwords play a vital for business networks, as they
prevent unauthorized access to the data.
a. To decrease the chances of success for hackers, cybercriminals and third-party
agencies, use stronger passwords by incorporating more characters and keystrokes.
b. Use passwords with at least a minimum of eight characters, including numbers and
special characters. This will stop simple attacks dead in their tracks.
c. However, do not stop there; request password changes frequently. To ensure
employees are changing their password more often than not, time out old passwords.
d. It is important to note that your employees may even need to be educated about some
malpractices while dealing with passwords. Discourage them from writing down
passwords, or using guessable passwords that could put your business at high risk.

4. Handling access to URLs: The latest security threats can be dealt with using top-notch
security solutions. The employees will not think about security nor will they restrict themselves
from accessing the internet or the network. To make things easier for them, make security
transparent and automate updates.
Apart from providing a guideline for web use, adopt solutions that prevent unacceptable use.
One way of making this possible is by using URL filtering to block unproductive or risky sites.

5. Develop a BYOD Plan: Employees bringing their own devices to work (BYOD) can also put the
business at risk. To handle BYOD risks, it is needed to develop a BYOD plan. It will serve as a
safety net against mobile system costs and legal repercussions. In Order to implement it, draft a
customizable, clear and comprehensive BYOD policy that covers subjects like location tracking,
internet monitoring issues, and data deletion.
To lessen probable pitfalls, anticipate employee usage of mobile devices. Mobile device
management solutions and virtualization are effective in controlling access and network
bandwidth for employees.
These are just a few of many ways about ensuring your business is secure online. To take things
up a notch, getting a Business VPN should also be considered.

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 Of course, there is more to online security for businesses than meets the eye. The important
thing is that companies realize that they will need to adapt if they wish to survive. These days,
the measure of success for a business is based on factors like internet security, client
confidentiality and so on. Believe it or not, it could also give companies the edge they need to
stay ahead of their competition.

4. What would be the examples of one positive and one negative effect of the use of
information technologies in each of the ethical and societal dimensions?

Answer:

Ethics defines what is good for an individual as well as for the society and establishes the nature of
duties that people owe themselves and one another. Human beings have the ability, partly innate
and partly acquired, to judge human actions as morally good or bad, right or wrong

The vital role of information technologies and systems in society raises serious ethical and societal
issues in terms of their impact on employment, individuality, working conditions, privacy, health, and
computer crime. Managers, business professionals, and IS specialists can help solve the problems
of improper use of IT by assuming their ethical responsibilities for the ergonomic design, beneficial
use, and enlightened management of e-business technologies in our society

Business and IT activities involve many ethical considerations. Basic principles of technology and
business ethics can serve as guidelines for business professionals when dealing with ethical
business issues that may arise in e-business, e-commerce, and other uses of information technology
in society.

The use of IT in e-business has major impacts on society, and thus raises serious ethical
issues in the areas such as:

• Crime
• Privacy
• Individuality
• Employment
• Health
• Working Conditions

Ethical, Legal and Social aspects of IT

Every technological invention has both positive and negative impacts on the society.

For example, IT provides easier and efficient means of storage and retrieval of information but at the
same time suffers from piracy of copyrighted materials, software, data, music, video etc. At large
scales. Internet provides instant access to all sorts of useful information at fingertip but at the same

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time suffers from plagiarism, illegal uploading, downloading, copying, stealing and misuse of
intellectual property. IT has created high-end job opportunities for the techies in one hand and
on the other hand has created sever unemployment among non-tech groups. Communication
Technology has made trade, investment, business simpler and unruffled through e-commerce
and on-line transactions but suffers from cyber-crimes, forgery, sabotage, hacking and loss.
Internet has made the whole world a small intellectual village but at the same time is polluted with
horrid contents like pornography, spam, worms and viruses. Therefore, it is high time now for
careful inspection of the legal and ethical aspects of IT as there are not enough guidelines available
in this field as compared to those available in conventional branches of science and
technology. More importantly, now IT is not limited to the scientists and software engineers alone
rather it has become a widespread phenomenon, affecting people at various stages in their role,
as customers, service provider, participants, middlemen etc. So it has become the moral
responsibility of the sociologist, business people and scientists to decide in which way IT can be best
utilized.

Positive Impact

IT in Medicine and Health care:

IT plays an increasingly important role in the field of medicines and diagnosis. Today, IT in
medicine is not only used for storing, processing, modeling and transmitting patient data rather
has given rise to completely new diagnostic tools such as CT (computed tomography), CAT
scan, ultrasound, MRI (magnetic resonance imaging), functional MRI, PET (positron emission
tomography) etc. that help inspection of the inner body without dissection or invasion.

With the growth of IT there emerged numerous questions regarding the ethical and legal uses of IT
from time to time. The standard topics of computer ethics such as invasions of privacy, misuse
of personal data and disputed ownership of intellectual property appear to lend themselves well
to such analysis, and because organizations and states are intentional agents too issues of
regulation, legislation, corporate responsibility and other forms of collective action have also
been relatively amenable to this approach. However, another set of normative issues exists
of equal or arguably perhaps greater importance is the role played by IT in globalization and
eradication of poverty etc. Every technological developments and inventions, after all, are for
the need and betterment of the society and should be helpful in the upliftment of the society.

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 5. Will the increasing use of the internet by firms with global business operations change
their move towards a transnational business strategy? Explain in brief

Answer:

Technology is the vital force in the modern form of business globalization. Technology has
revolutionized the global economy and has become critical competitive strategy. It has globalized the
world, which drive all the countries to more ethical standards.

Technology has helped us in overcoming the major hurdles of globalization and international trade
such as trade barrier, lack of common ethical standard, transportation cost and delay in information
exchange, thereby changing the market place. Technology has enabled the software experts to work
collaboratively over the network with companies from around the world. The technological
advancement has helped a lot in creation and growth of global market.

Over the past few decades advancements in information technology have had a profound impact on
the global landscape as well as on the progression of globalization. The innovation in information
technology has been a major driving force behind globalization and that information technology has
now become a key component of a corporation’s global business strategy. They are challenging
companies to adapt their business model, organization and corporate culture continuously and
simultaneously in order to stay competitive.

A large number of companies have disappeared, either taken over by more successful competitors
or reduced to economic insignificance by failure to innovate in a core market. Many companies held
on to established strategies and business models for too long – due either to inadequate strategic
foresight or fear of cannibalization of their established business, to problems in implementing a new
strategy, or to underestimating the speed at which innovations is taking place. To hesitate in reacting
to these changes, however, is to run a risk of being rolled over by market developments.

Businesses will need to adopt to these rapid changes in the field of internet and technologies to be
competitive and relevant in the market. This will also allow them to move on to global business
operations change and will help them move towards transnational business strategy.