Business Driven Technology, 10e 10th

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Paige Baltzan
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This International Student Edition is for use outside of the U.S.

Paige Baltzan

Business Driven
Technology

Tenth Edition
Business
Driven
Technology
TENTH EDITION

Paige Baltzan
University of Colorado Denver
BUSINESS DRIVEN TECHNOLOGY

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 DEDICATION

In memory of Allan R. Biggs, my father, my mentor,

and my inspiration.
Paige
 BRIEF TABLE OF CONTENTS

UNITS
1. Achieving Business Success
Chapter 1: Business Driven Technology
Chapter 2: Identifying Competitive Advantages
Chapter 3: Strategic Initiatives for Implementing Competitive Advantages
Chapter 4: Measuring the Success of Strategic Initiatives
Chapter 5: Organizational Structures That Support Strategic Initiatives
2. Exploring Business Intelligence
Chapter 6: Valuing and Storing Organizational Information—Databases
Chapter 7: Accessing Organizational Information—Data Warehouses
Chapter 8: Understanding Data’s Impact on Business
3. Streamlining Business Operations
Chapter 9: Enabling the Organization—Decision Making
Chapter 10: Extending the Organization—Supply Chain Management
Chapter 11: Building a Customer-centric Organization—Customer Relationship Management
Chapter 12: Integrating the Organization from End to End—Enterprise Resource Planning
4. Building Innovation
Chapter 13: Creating Innovative Organizations
Chapter 14: Ebusiness
Chapter 15: Creating Collaborative Partnerships
5. Transforming Organizations
Chapter 16: Integrating Wireless Technology in Business
Chapter 17: Developing Software to Streamline Operations
Chapter 18: Managing Organizational Projects

BUSINESS PLUG-INS
B1 Business Basics B6 Information Security
B2 Business Process B7 Ethics
B3 Hardware and Software Basics B8 Sustainable MIS Infrastructures
B4 MIS Infrastructures B9 Business Intelligence
B5 Networks and Telecommunications B10 Global Trends

TECHNOLOGY PLUG-INS
T1 Personal Productivity Using IT T5 Designing Database Applications
T2 Basic Skills Using Excel T6 Basic Skills Using Access
T3 Problem Solving Using Excel T7 Problem Solving Using Access
T4 Decision Making Using Excel T8 Decision Making Using Access
Apply Your Knowledge Projects Glossary
Notes Index

iv * Brief Table of Contents

 TABLE OF CONTENTS
About the Author x Customer Relationship Management
Preface xiii
UNIT 1 2 Learning Outcome Review 55
Achieving Business Success 2 Review Questions 56
Data Analytics Careers: Top Skills for Your Future
CHAPTER 1: BUSINESS DRIVEN TECHNOLOGY 6
Competing in the Information Age 6
Data 8
Information 10
Business Intelligence 12
Knowledge 14
Systems Thinking and Management Information
Systems 15
The MIS Solution 17
Systems Thinking 18
Chapter One Case: Do You Trust Your Data? 22
Learning Outcome Review 23
Review Questions 23
Making Business Decisions 24
Key Terms 26
CHAPTER 2: IDENTIFYING COMPETITIVE
ADVANTAGES 27
Identifying Competitive Advantages 27
SWOT Analysis: Understanding Business Strategies 29
The Five Forces Model—Evaluating Industry
Attractiveness 30
Buyer Power 30
Supplier Power 31
Threat of Substitute Products or Services 31
Threat of New Entrants 32
Rivalry Among Existing Competitors 32
Analyzing the Airline Industry 33
The Three Generic Strategies—Choosing a Business
Focus 34
Value Chain Analysis—Executing Business
Strategies 35
Chapter Two Case: SWOT Yourself 38
Learning Outcome Review 39
Review Questions 40
Making Business Decisions 40
Key Terms 43
CHAPTER 3: STRATEGIC INITIATIVES FOR
IMPLEMENTING COMPETITIVE ADVANTAGES
Business Process Analysis 44
Supply Chain Management 47
48
Enterprise Resource Planning 50
Chapter Three Case: Data Bits 54
Making Business Decisions 56
3
Key Terms 57
CHAPTER 4: MEASURING THE SUCCESS OF STRATEGIC
INITIATIVES 58
MIS Roles and Responsibilities 58
Metrics: Measuring Success 60
Efficiency and Effectiveness Metrics 62
The Interrelationship of Efficiency and Effectiveness
MIS Metrics 63
Metrics for Strategic Initiatives 64
Chapter Four Case: Is It Effective or Is It
Efficient? 67
Learning Outcome Review 68
Review Questions 68
Making Business Decisions 69
Key Terms 72
CHAPTER 5: ORGANIZATIONAL STRUCTURES THAT
SUPPORT STRATEGIC INITIATIVES 73
Information Ethics 73
Legal vs. Ethical 74
Information Does Not Have Ethics;
People Do 76
Information Security 77
Hackers: A Dangerous Threat to Business 80
Viruses: A Dangerous Threat to Business 81
Chapter Five Case: Data Analysis
Gone Wrong 84
Learning Outcome Review 85
Review Questions 85
Making Business Decisions 85
Unit Summary 88
Key Terms 88
Unit Closing Case One: The Internet of Things 89
Unit Closing Case Two: The Fourth Industrial Revolution:
The Backdoor to Reengineering Reality 90
UNIT 2 92
Exploring Business Intelligence 92
44 Envision 2030: 17 Goals to Transform the World for
Persons with Disabilities 93
Introduction 95
Table of Contents * v
CHAPTER 6: VALUING AND STORING ORGANIZATIONAL UNIT 3 148
INFORMATION—DATABASES 96 Streamlining Business Operations 148
The Business Benefits of High-Quality Data 96
Attention, People, We Are Tracking You Right Now, with
Data Type: Transactional and Analytical 96
Data Timeliness 98 Facial Recognition 149
Data Quality 98 Introduction 150
Data Governance 100 CHAPTER 9: ENABLING THE ORGANIZATION—DECISION
Storing Data Using a Relational Database Management MAKING 151
System 101 Making Organizational Business Decisions 151
Storing Data Elements in Entities and Attributes 102 The Decision-Making Process 152
Creating Relationships Through Keys 103 Using MIS to Make Business Decisions 155
Coca-Cola Relational Database Example 104 Operational Support Systems 155
Using a Relational Database for Business Advantages 104 Managerial Support Systems 156
Increased Flexibility 104 Strategic Support Systems 158
Increased Scalability and Performance 106 Using AI to Make Business Decisions 162
Reduced Data Redundancy 106 Machine Learning 163
Increased Data Integrity (Quality) 106
Neural Networks 165
Increased Data Security 107
Virtual Reality 167
Chapter Six Case: Determining Data Quality Issues 108
Chapter Nine Case: Alexa: Can You Hear Me? 168
Learning Outcome Review 109
Learning Outcome Review 169
Review Questions 109
Review Questions 170
Making Business Decisions 110
Making Business Decisions 170
Key Terms 111
Key Terms 173
CHAPTER 7: ACCESSING ORGANIZATIONAL INFORMATION—
DATA WAREHOUSES 112 CHAPTER 10: EXTENDING THE ORGANIZATION—SUPPLY
Business Intelligence 112 CHAIN MANAGEMENT 174
The Problem: Data Rich, Information Poor 112 Information Technology’s Role in the
The Solution: Data Aggregation 113 Supply Chain 174
Data Warehousing: Supporting Decisions with Business Technologies Reinventing the Supply Chain 176
Intelligence 114 3D Printing Supports Procurement 178
Integrations: The Primary Goal of the Data Warehouse 116 RFID Supports Logistics 180
Data Analysis 118 Drones Support Logistics 182
Data Lake 119 Robotics Supports Materials Management 183
Data Cleansing (or Scrubbing) 120 Blockchain Revamping the Supply Chain 184
Chapter Seven Case: Data Cleansing: Can You Do It? 123 Chapter Ten Case: Blockchain Is Disrupting the Supply
Learning Outcome Review 125 Chain 186
Review Questions 125 Learning Outcome Review 188
Making Business Decisions 126 Review Questions 188
Key Terms 128 Making Business Decisions 189
CHAPTER 8: UNDERSTANDING DATA’S IMPACT ON Key Terms 190
BUSINESS 129
CHAPTER 11: BUILDING A CUSTOMER-CENTRIC
Storytelling with Data Visualizations 129 ORGANIZATION—CUSTOMER RELATIONSHIP
Distributed Hyperledgers: Blockchain 133 MANAGEMENT 191
How Blockchains Work 134 Customer Relationship Management 191
Blockchain Advantages 137 The Power of the Customer 192
Non-fungible Tokens (NFTs) 138 Operational and Analytical CRM 192
Chapter Eight Case: Data Warehouse or Data Lake? 139 Marketing and Operational CRM 192
Learning Outcome Review 140 Sales and Operational CRM 195
Review Questions 140
Customer Service and Operational CRM 197
Making Business Decisions 140
Analytical CRM 197
Unit Summary 142
Key Terms 142 Chapter Eleven Case: Robots Took My Job 199
Learning Outcome Review 201
Unit Closing Case One: Data Visualization: Storytelling
Review Questions 201
with Data 143
Making Business Decisions 201
Unit Closing Case Two: Changing the Way You Think about Key Terms 203
Data 145

vi * Table of Contents
CHAPTER 12: INTEGRATING THE ORGANIZATION FROM END Ebusiness Tools for Connecting and
TO END—ENTERPRISE RESOURCE PLANNING 204 Communicating 246
Enterprise Resource Planning (ERP) 204 Email 246
The Evolution of ERP 206 Instant Messaging 247
Integration Tools 207 Podcasting 247
Core and Extended ERP Components 208 Video Chat 247
Core ERP Components 209 Content Management Systems 248
Extended ERP Components 209 Chapter Fourteen Case: Are You Ready for Your Next Gig? 249
Measuring ERP Success 210 Learning Outcome Review 250
Organizational Integration with ERP 211 Review Questions 250
On-Premise ERP 212 Making Business Decisions 250
Cloud ERP 212 Key Terms 252
Hybrid ERP 214 CHAPTER 15: CREATING COLLABORATIVE
Chapter Twelve Case: Five Famous ERP Failures 216 PARTNERSHIPS 253
Learning Outcome Review 218 Web 2.0: Advantages of Business 2.0 253
Review Questions 218 Content Sharing through Open Sourcing 254
Making Business Decisions 219 User-Contributed Content 255
Unit Summary 222 Collaboration Inside the Organization 255
Key Terms 222
Collaboration Outside the Organization 256
Unit Closing Case One: Hootsuite 223 Business 2.0: All About Social 257
Unit Closing Case Two: Dream It, Design It, 3D Print It 224 Social Tagging 258
Social Collaboration 258
UNIT 4 226
Blogs 259
Building Innovation 226
Wikis 259
The Warby Parker Way 227 Social Trust 260
Introduction 228 Web 3.0: Defining the Next Generation of Online Business
Opportunities 261
CHAPTER 13: CREATING INNOVATIVE
ORGANIZATIONS 229 Deep Web 261
Disruptive Technologies and Web 1.0 229 Dark Web 262
Disruptive versus Sustaining Technology 229 Semantic Web 262
The Internet and World Wide Web—The Ultimate Business Chapter Fifteen Case: Coronavirus Collaboration 263
Disruptors 230 Learning Outcome Review 264
Advantages of Ebusiness 231 Review Questions 264
Web 1.0: The Catalyst for Ebusiness 231 Making Business Decisions 265
Key Terms 266
Expanding Global Reach 232
Unit Closing Case One: Spotify: Music as a Mobile Service 267
Opening New Markets 233
Unit Closing Case Two: Social Media: The Weapon of Mass
Reducing Costs 233
Destruction 268
Improving Effectiveness 234
Analyzing Website Data 235 UNIT 5 270
Chapter Thirteen Case: Liberating Drivers and Riders: Uber 237 Transforming Organizations 270
Learning Outcome Review 238
Let My People Go Surfing: The Education of a Reluctant
Review Questions 238
Businessman 271
Making Business Decisions 238
Key Terms 241 Introduction 273
CHAPTER 16: INTEGRATING WIRELESS TECHNOLOGY
CHAPTER 14: EBUSINESS 242 IN BUSINESS 274
Ebusiness Models 242 Understanding the Connected World 274
Business-to-Business (B2B) 242 Measuring Wireless Network Performance 276
Business-to-Consumer (B2C) 243 Wireless Networks Benefits 276
Consumer-to-Business (C2B) 243 Wireless Network Categories 277
Consumer-to-Consumer (C2C) 243 Personal Area Networks 278
Ebusiness Forms and Revenue-Generating Strategies 243 Wireless LANs 278
Search Engines 244 Wireless MANs 279
Ebusiness Fraud 245 Wireless WAN—Cellular Communication System 280

Table of Contents * vii

 5G Networks: Disruption in Cellular Networks 280 Business Plug-Ins 342
5G and Wi-Fi 6 283
Wireless WAN—Satellite Communication System 284 B1: Business Basics 342
Protecting Wireless Networks 284 Introduction 342
Mobile Enterprise Management 286 Types of Business 342
Mobile Device Management 287 Sole Proprietorship 343
Mobile Application Management 288 Partnership 343
Mobile Information Management 289 Corporation 343
Business Applications of Wireless Networks 291 Internal Operations of a Corporation 345
Radio-Frequency Identification (RFID) 291 Accounting 345
Global Positioning System (GPS) 292 Financial Statements 345
Geographic Information Systems (GIS) 293 Finance 347
Chapter Sixteen Case: The Connected Car Revolution 295 Financial Analysis 347
Learning Outcome Review 297 Human Resources 348
Review Questions 298 Management Techniques 348
Making Business Decisions 298 Sales 349
Key Terms 302 The Sales Process 349
CHAPTER 17: DEVELOPING SOFTWARE TO STREAMLINE Market Share 350
OPERATIONS 303 Marketing 351
The Systems Development Life Cycle (SDLC) 303 Marketing Mix 351
Phase 1: Planning 305 Customer Segmentation 351
Phase 2: Analysis 305 The Product Life Cycle 353
Phase 3: Design 306 Operations/Production 353
Phase 4: Development 307 Transforming Corporations 353
Phase 5: Testing 309 Management Information Systems 354
Phase 6: Implementation 309 Key Terms 356
Making Business Decisions 356
Phase 7: Maintenance 311
Software Development Methodologies 312
B2: Business Process 358
Agile Software Development Methodologies 313
Chapter Seventeen Case: Fitness-as-a-Service 316 Business Process Modeling 358
Learning Outcome Review 317 Using MIS to Improve Business Processes 362
Review Questions 318 Operational Business Processes—Automation 362
Making Business Decisions 318 Managerial Business Processes—Streamlining 364
Key Terms 322 Strategic Business Processes—Reengineering 365
CHAPTER 18: MANAGING ORGANIZATIONAL Systems Thinking and BPR 366
PROJECTS 323 Key Terms 369
Using Project Management to Deliver Successful Projects 323 Making Business Decisions 369
Unclear or Missing Business Requirements 324
B3: Hardware and Software Basics 372
Skipped Phases 324
Changing Technology 326 Introduction 372
The Cost of Finding Errors in the SDLC 326 Hardware Basics 372
Balance of the Triple Constraints 326 Central Processing Unit 373
Primary Project Planning Diagrams 328 Primary Storage 374
Work Breakdown Structure 330 Secondary Storage 376
Outsourcing Projects 331 Input Devices 378
Chapter Eighteen Case: Gamer Delight 332 Output Devices 379
Learning Outcome Review 334 Communication Devices 379
Review Questions 334 Computer Categories 379
Making Business Decisions 335 Software Basics 382
Unit Summary 338 System Software 382
Key Terms 338 Application Software 383
Unit Closing Case One: Reducing Ambiguity in Business Distributing Application Software 383
Requirements 339 Key Terms 385
Unit Closing Case Two: Stitch Fix 340 Making Business Decisions 385

viii * Table of Contents

B4: MIS Infrastructures 386 B8: Sustainable MIS Infrastructures 434
The Business Benefits of a Solid MIS Infrastructure 386 MIS and the Environment 434
Supporting Operations: Information MIS Infrastructure 388 Increased Electronic Waste 435
Backup and Recovery Plan 389 Increased Energy Consumption 435
Disaster Recovery Plan 389 Increased Carbon Emissions 435
Business Continuity Plan 392 Supporting the Environment: Sustainable
Supporting Change: Agile MIS Infrastructure 394 MIS Infrastructure 436
Accessibility 394 Grid Computing 436
Availability 395 Virtualized Computing 438
Maintainability 396 Cloud Computing 442
Portability 396 Utility Computing 447
Reliability 396 Key Terms 450
Scalability 397 Making Business Decisions 450
Usability 397
B9: Business Intelligence 454
Key Terms 399
Making Business Decisions 399 Operational, Tactical, and Strategic BI 454
BI’s Operational Value 455
B5: Networks and Telecommunications 402 Data Mining 456
Introduction 402 Data Mining Process Model 457
Network Basics 402 Data Mining Analysis Techniques 457
Architecture 404 Data Mining Modeling Techniques for Predictions 460
Peer-to-Peer Networks 404 Business Benefits of BI 462
Client/Server Networks 404 Categories of BI Benefits 463
Topology 405 Key Terms 465
Protocols 405 Making Business Decisions 465
Ethernet 406
Transmission Control Protocol/Internet Protocol 407 B10: Global Trends 468
Media 408 Reasons to Watch Trends 468
Wire Media 408 Trends Shaping Our Future 469
Wireless Media 409 The World’s Population Will Double over 40 Years 469
Key Terms 410 People in Developed Countries Are Living Longer 470
Making Business Decisions 410 The Growth in Information Industries Is Creating a
Knowledge-Dependent Global Society 471
B6: Information Security 412
The Global Economy Is Becoming More Integrated 471
The First Line of Defense—People 412 The Economy and Society Are Dominated by
The Second Line of Defense—Technology 414 Technology 471
People: Authentication and Authorization 414 Pace of Technological Innovation Is Increasing 472
Defending with Authentication and Authorization 416 Time Is Becoming One of the World’s Most Precious
Data: Prevention and Resistance 417 Commodities 472
Attack: Detection and Response 419 Technologies Shaping Our Future 472
Key Terms 421 The Digital Mesh 472
Making Business Decisions 421 Smart Machines 473
B7: Ethics 424 The New IT Reality 474
Key Terms 475
Developing Information Management Policies 424 Making Business Decisions 475
Ethical Computer Use Policy 424
Information Privacy Policy 425 Apply Your Knowledge Projects AYK-478
Acceptable Use Policy 426
Email Privacy Policy 427 Notes N-1
Social Media Policy 428 Glossary G-1
Workplace Monitoring Policy 429
Index I-1
Key Terms 431
Making Business Decisions 431

Table of Contents * ix
 ABOUT THE AUTHOR

Paige Baltzan
Paige Baltzan is an Assistant Teaching Professor in the department of Business at the Univer-
sity of Colorado Denver. She holds a BSBA specializing in Accounting/MIS from Bowling
Green State University and an MBA specializing in MIS from the University of Denver. She is
a coauthor of several books, including Business Driven Information Systems, Essentials of Busi-
ness Driven Information Systems, and I-Series, and is a contributor to Management Information
Systems for the Information Age.
Before starting her teaching career in 1999, Paige spent several years working for a large
telecommunications company and an international consulting firm where she participated in
client engagements in the United States as well as South America and Europe.

x * About the Author

 THE TECHNOLOGY PLUG-INS

The overall goal of the Technology Plug-Ins is to provide additional information not covered in the text such as personal pro-
ductivity using information technology, problem solving using Excel, and decision making using Access. These plug-ins also
offer an all-in-one text to faculty, avoiding their having to purchase an extra book to support Microsoft Office. These plug-ins
offer integration with the core chapters and provide critical knowledge using essential business applications such as Microsoft
Excel and Microsoft Access with hands-on tutorials for comprehension and mastery.

Plug-In Description

T1. Personal Productivity
Using IT
This plug-in covers a number of things to do to keep a personal computer running effectively and efficiently.
The topics covered in this plug-in are:
■ Creating strong passwords.
■ Performing good file management.
■ Implementing effective backup and recovery strategies.
■ Using Zip files.
■ Writing professional emails.
■ Stopping spam.
■ Preventing phishing.
■ Detecting spyware.
■ Threads to instant messaging.
■ Increasing PC performance.
■ Using antivirus software.
■ Installing a personal firewall.

T2. Basic Skills Using Excel
This plug-in introduces the basics of using Microsoft Excel, a spreadsheet program for data analysis, along
with a few fancy features. The topics covered in this plug-in are:
■ Workbooks and worksheets.
■ Working with cells and cell data.
■ Printing worksheets.
■ Formatting worksheets.
■ Formulas.
■ Working with charts and graphics.

T3. Problem Solving Using This plug-in provides a comprehensive tutorial on how to use a variety of Microsoft Excel functions and fea-
Excel tures for problem solving. The areas covered in this plug-in are:
■ Lists
■ Conditional formatting
■ AutoFilter
■ Subtotals
■ PivotTables

T4. Decision Making Using This plug-in examines a few of the advanced business analysis tools used in Microsoft Excel that have the
Excel capability to identify patterns, trends, and rules, and create “what-if” models. The five topics covered in this
plug-in are:
■ IF
■ Lookup
■ Goal Seek
■ Solver
■ Scenario Manager

The Technology Plug-Ins * xi

 Plug-In
T5. Designing Database
Applications
T6. Basic Skills Using Access
T7. Problem Solving Using
Access
T8. Decision Making Using
Access
xii * The Technology Plug-Ins
Description
This plug-in provides specific details on how to design relational database applications. One of the most
efficient and powerful information management computer-based applications is the relational database.
The topics covered in this plug-in are:
■ Entities and data relationships.
■ Documenting logical data relationships.
■ The relational data model.
■ Normalization.
This plug-in focuses on creating a Microsoft Access database file. One of the most efficient information
management computer-based applications is Microsoft Access. Access provides a powerful set of tools for
creating and maintaining a relational database. The topics covered in this plug-in are:
■ Create a new database file.
■ Create and modify tables.
This plug-in provides a comprehensive tutorial on how to query a database in Microsoft Access. Queries are
essential for problem solving, allowing a user to sort information, summarize data (display totals, averages,
counts, and so on), display the results of calculations on data, and choose exactly which fields are shown.
The topics in this plug-in are:
■ Create simple queries using the simple query wizard.
■ Create advanced queries using calculated fields.
■ Format results displayed in calculated fields.
This plug-in provides a comprehensive tutorial on entering data in a well-designed form and creating functional
reports using Microsoft Access. A form is essential to use for data entry, and a report is an effective way to
present data in a printed format. The topics in this plug-in are:
■ Creating, modifying, and running forms.
■ Creating, modifying, and running reports.
 PREFACE

Unlike any other MIS text, Business Driven Technology, 10e, discusses various business initiatives
first and how technology supports those initiatives second. The premise for this unique approach
is that business initiatives should drive technology choices. Every discussion in the text first
addresses the business needs and then addresses the technology that supports those needs.
Business Driven Technology offers you the flexibility to customize courses according to your
needs and the needs of your students by covering only essential concepts and topics in the five
core units, while providing additional in-depth coverage in the business and technology plug-ins.
Business Driven Technology contains 18 chapters (organized into five units), 10 business plug-
ins, and 11 technology plug-ins offering you the ultimate flexibility in tailoring content to the
exact needs of your MIS course. The unique construction of this text allows you to cover essen-
tial concepts and topics in the five core units while providing you with the ability to customize a
course and explore certain topics in greater detail with the business and technology plug-ins.
Plug-ins are fully developed modules of text that include student learning outcomes, case
studies, business vignettes, and end-of-chapter material such as key terms, individual and group
questions and projects, and case study exercises.
We realize that instructors today require the ability to cover a blended mix of topics in their
courses. Whereas some instructors like to focus on networks and infrastructure throughout
their course, others choose to focus on ethics and security. Business Driven Technology was
developed to easily adapt to your needs. Each chapter and plug-in is independent so you can:
■ Cover any or all of the chapters as they suit your purpose.
■ Cover any or all of the business plug-ins as they suit your purpose.
■ Cover any or all of the technology plug-ins as they suit your purpose.
■ Cover the plug-ins in any order you wish.

LESS MANAGING. MORE TEACHING. GREATER LEARNING.

McGraw Hill Connect MIS is an online assignment and assessment solu-
tion that connects students with the tools and resources they’ll need to
achieve success.
McGraw Hill Connect MIS helps prepare students for their future by
enabling faster learning, more efficient studying, and higher retention of
knowledge.

MCGRAW HILL CONNECT MIS FEATURES

Connect MIS offers a number of powerful tools and features to make managing assignments
easier, so faculty can spend more time teaching. With Connect MIS, students can engage with
their coursework anytime and anywhere, making the learning process more accessible and
efficient. Connect MIS offers you the features described next.

Simple Assignment Management

With Connect MIS, creating assignments is easier than ever, so you can spend more time teach-
ing and less time managing. The assignment management function enables you to:
■ Create and deliver assignments easily with selectable interactive exercises, scenario-based
questions, and test bank items.

Preface * xiii
 ■ Streamline lesson planning, student progress reporting, and assignment grading to make
classroom management more efficient than ever.
■ Go paperless with the eBook and online submission and grading of student assignments.
Smart Grading
When it comes to studying, time is precious. Connect MIS helps students learn more efficiently
by providing feedback and practice material when they need it, where they need it. When it
comes to teaching, your time also is precious. The grading function enables you to:
■ Have assignments scored automatically, giving students immediate feedback on their work
and side-by-side comparisons with correct answers.
■ Access and review each response; manually change grades or leave comments for students
to review.
■ Reinforce classroom concepts with practice tests and instant quizzes.
Instructor Library
The Connect MIS Instructor Library is your repository for additional resources to improve
student engagement in and out of class. You can select and use any asset that enhances your
lecture. The Connect MIS Instructor Library includes:
■ Instructor’s Manual with
■ Classroom openers and exercises for each chapter.

■ Case discussion points and solutions.

■ Answers to all chapter questions and cases.

■ PowerPoint Presentations with detailed lecture notes.

■ Solution files to all Apply Your Knowledge problems.
Student Study Center
■ The Connect MIS Student Study Center is the place for students to access additional data
files, student versions of the PowerPoint slides, and more.
Student Progress Tracking
Connect MIS keeps instructors informed about how each student, section, and class is perform-
ing, allowing for more productive use of lecture and office hours. The progress-tracking func-
tion enables you to:
■ View scored work immediately and track individual or group performance with assignment
and grade reports.
■ Access an instant view of student or class performance relative to learning objectives.
■ Collect data and generate reports required by many accreditation organizations, such as AACSB.
Lecture Capture
Increase the attention paid to lecture discussion by decreasing the attention paid to note taking.
For an additional charge Lecture Capture offers new ways for students to focus on the in-class
discussion, knowing they can revisit important topics later. Lecture Capture enables you to:
■ Record and distribute your lecture with a click of a button.
■ Record and index PowerPoint presentations and anything shown on your computer so it is
easily searchable, frame by frame.
■ Offer access to lectures anytime and anywhere by computer, iPod, or mobile device.
■ Increase intent listening and class participation by easing students’ concerns about note taking.
Lecture Capture will make it more likely you will see students’ faces, not the tops of their heads.
McGraw Hill Connect Plus MIS
McGraw Hill reinvents the textbook learning experience for the modern student with Connect
Plus MIS. A seamless integration of an eBook and Connect MIS, Connect Plus MIS provides all
of the Connect MIS features plus the following:

xiv * Preface
■ SmartBook, our adaptive eBook, allowing for anytime, anywhere access to the textbook.
■ A powerful search function to pinpoint and connect key concepts in a snap.
In short, Connect MIS offers you and your students powerful tools and features that opti-
mize your time and energies, enabling you to focus on course content, teaching, and student
learning. Connect MIS also offers a wealth of content resources for both instructors and stu-
dents. This state-of-the-art, thoroughly tested system supports you in preparing students for the
world that awaits.
For more information about Connect, go to connect.mheducation.com, or contact your
local McGraw Hill sales representative.

Tegrity Campus: Lectures 24/7

Tegrity Campus is a service that makes class time avail-
able 24/7 by automatically capturing every lecture in a
searchable format for students to review when they
study and complete assignments. With a simple one-click start-and-stop process, you capture all
computer screens and corresponding audio. Students can replay any part of any class with easy-
to-use browser-based viewing on a PC or Mac.
Educators know that the more students can see, hear, and experience class resources, the
better they learn. In fact, studies prove it. With Tegrity Campus, students quickly recall key
moments by using Tegrity Campus’s unique search feature. This search helps students efficiently
find what they need, when they need it, across an entire semester of class recordings. Help turn
all your students’ study time into learning moments immediately supported by your lecture.

Assurance of Learning Ready

Many educational institutions today are focused on the notion of assurance of learning, an
important element of some accreditation standards. Business Driven Technology, 10e, is designed
specifically to support your assurance of learning initiatives with a simple yet powerful solution.
Each test bank question for Business Driven Technology maps to a specific chapter learning
outcome/objective listed in the text. You can use our test bank software, EZ Test, or in Connect
MIS to easily query for learning outcomes/objectives that directly relate to the learning objec-
tives for your course. You can then use the reporting features of EZ Test to aggregate student
results in similar fashion, making the collection and presentation of assurance of learning data
simple and easy.

McGraw Hill Customer Contact Information

At McGraw Hill, we understand that getting the most from new technology can be challenging.
That’s why our services don’t stop after you purchase our products. You can email our Product
Specialists 24 hours a day to get product-training online. Or you can search our knowledge
bank of Frequently Asked Questions on our support website. For Customer Support, you can
call 800-331-5094 or visit www.mhhe.com/support. One of our Technical Support Analysts will
be able to assist you in a timely fashion.

Preface * xv
Instructors
The Power of Connections
A complete course platform
Connect enables you to build deeper connections with your students through
cohesive digital content and tools, creating engaging learning experiences.
65%
We are committed to providing you with the right resources and tools to Less Time
support all your students along their personal learning journeys. Grading

Every learner is unique

In Connect, instructors can assign an adaptive reading
experience with SmartBook® 2.0. Rooted in advanced
learning science principles, SmartBook 2.0 delivers
each student a personalized experience, focusing
students on their learning gaps, ensuring that the time
they spend studying is time well-spent.
mheducation.com/highered/connect/smartbook
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 Walkthrough
BRIEF TABLE OF CONTENTS

UNITS
1. Achieving Business Success
Chapter 1: Business Driven Technology
Chapter 2: Identifying Competitive Advantages
This text is organized around the traditional Chapter 3: Strategic Initiatives for Implementing Competitive Advantages
Chapter 4: Measuring the Success of Strategic Initiatives
sequence of topics and concepts in Chapter 5: Organizational Structures That Support Strategic Initiatives

information technology; however, the 2. Exploring Business Intelligence

Chapter 6: Valuing and Storing Organizational Information—Databases
presentation of this material is nontraditional. Chapter 7: Accessing Organizational Information—Data Warehouses
Chapter 8: Understanding Data’s Impact on Business
That is to say, the text is divided into four 3. Streamlining Business Operations
major sections: (1) units, (2) chapters, Chapter 9: Enabling the Organization—Decision Making
Chapter 10: Extending the Organization—Supply Chain Management
(3) business plug-ins, and (4) technology Chapter 11: Building a Customer-centric Organization—Customer Relationship Management
Chapter 12: Integrating the Organization from End to End—Enterprise Resource Planning
plug-ins. This represents a substantial 4. Building Innovation
departure from existing traditional texts. Chapter 13: Creating Innovative Organizations
Chapter 14: Ebusiness
The goal is to provide both students Chapter 15: Creating Collaborative Partnerships
and faculty with only the most essential 5. Transforming Organizations
Chapter 16: Integrating Wireless Technology in Business
concepts and topical coverage in the text, Chapter 17: Developing Software to Streamline Operations
Chapter 18: Managing Organizational Projects
while allowing faculty to customize a course
BUSINESS PLUG-INS
by choosing from among a set of plug-ins
B1 Business Basics B6 Information Security
that explore topics in more detail. All of the B2 Business Process B7 Ethics
topics that form the core of the discipline B3
B4
Hardware and Software Basics
MIS Infrastructures
B8
B9
Sustainable MIS Infrastructures
Business Intelligence
are covered, including CRM, SCM, Porter’s B5 Networks and Telecommunications B10 Global Trends
Five Forces Model, value chain analysis, TECHNOLOGY PLUG-INS
competitive advantage, information security, T1 Personal Productivity Using IT T5 Designing Database Applications
T2 Basic Skills Using Excel T6 Basic Skills Using Access
and ethics. T3 Problem Solving Using Excel T7 Problem Solving Using Access
T4 Decision Making Using Excel T8 Decision Making Using Access
Apply Your Knowledge Projects Glossary
Notes Index

Business Driven Technology

includes four major components:
■ 5 Core Units
iv * Brief Table of Contents

■ 18 Chapters

■ 10 Business Plug-Ins
baL09075_fm_i-xxx_1.indd 4

■ 8 Technology Plug-Ins

xviii * Walkthrough
Format, Features, and Highlights
Business Driven Technology, 10e, is state of the art in its discussions, presents concepts in an easy-to-understand
format, and allows students to be active participants in learning. The dynamic nature of information technology
requires all students, more specifically business students, to be aware of both current and emerging technolo-
gies. Students are facing complex subjects and need a clear, concise explanation to be able to understand and
use the concepts throughout their careers. By engaging students with numerous case studies, exercises, projects,
and questions that enforce concepts, Business Driven Technology creates a unique learning experience for both
faculty and students.
■ Logical Layout. Students and faculty will find the text well organized with the topics flowing logically from
one unit to the next and from one chapter to the next. The definition of each term is provided before it is
covered in the chapter, and an extensive glossary is included at the back of the text. Each core unit offers a
comprehensive opening case study, introduction, learning outcomes, unit summary, closing case studies, key
terms, and making business decision questions. The plug-ins follow the same pedagogical elements with the
exception of the exclusion of opening case and closing case studies in the technology plug-ins.
■ Thorough Explanations. Complete coverage is provided for each topic that is introduced. Explanations are
written so that students can understand the ideas presented and relate them to other concepts presented in
the core units and plug-ins.
■ Solid Theoretical Base. The text relies on current theory and practice of information systems as they relate to
the business environment. Current academic and professional journals and websites upon which the text is
based are found in the References at the end of the book—a road map for additional, pertinent readings that
can be the basis for learning beyond the scope of the unit, chapter, or plug-in.
■ Material to Encourage Discussion. All units contain a diverse selection of case studies and individual and
group problem-solving activities as they relate to the use of information technology in business. Two compre-
hensive cases at the end of each unit reflect the concepts from the chapters. These cases encourage students
to consider what concepts have been presented and then apply those concepts to a situation they might find
in an organization. Different people in an organization can view the same facts from different points of view,
and the cases will force students to consider some of those views.
■ Flexibility in Teaching and Learning. While most textbooks that are “text only” leave faculty on their own
when it comes to choosing cases, Business Driven Technology goes much further. Several options are provided
to faculty with case selections from a variety of sources, including CIO, Harvard Business Journal, Wired,
Forbes, and Time, to name just a few. Therefore, faculty can use the text alone, the text and a complete selec-
tion of cases, or anything in between.
■ Integrative Themes. Several themes recur throughout the text, which adds integration to the material. Among
these themes are value-added techniques and methodologies, ethics and social responsibility, globalization,
and gaining a competitive advantage. Such topics are essential to gaining a full understanding of the strate-
gies that a business must recognize, formulate, and, in turn, implement. In addition to addressing these in the
chapter material, many illustrations are provided for their relevance to business practice. These include brief
examples in the text as well as more detail presented in the corresponding plug-in(s) (business or technical).

Walkthrough * xix
 Visual Content Map

Visual Content Map
Located at the beginning of the text
and serving as a logical outline, the
visual content map illustrates the
relationship between each unit and
its associated plug-ins.
Understanding the direct impact information has on an organization’s bottom line is crucial
to running a successful business. This text focuses on information, business, technology, and
the integrated set of activities used to run most organizations. Many of these activities are the
hallmarks of business today—analytics, machine learning, artificial intelligence, supply chain
management, customer relationship management, enterprise resource planning, outsourcing,
integration, ebusiness, and others. The five core units of this text cover these important activi-
ties in detail. Each unit is divided into chapters that provide individual learning outcomes and
case studies. In addition to the five core units, there are technology and business “plug-ins” (see
Figure Unit 1.1) that further explore topics presented in the five core units.
The chapters in Unit 1 are:
Chapter 1—Business Driven Technology.
■

■ Chapter 2—Identifying Competitive Advantages.

■ Chapter 3—Strategic Initiatives for Implementing Competitive Advantages.
■ Chapter 4—Measuring the Success of Strategic Initiatives.
■ Chapter 5—Organizational Structures That Support Strategic Initiatives.

FIGURE UNIT 1.1

The Format and Approach of
This Text.
Business Core Technology
Plug-Ins Units Plug-Ins

* 5

baL09075_ch01_002-026.indd 5 27/09/22 11:01 AM

xx * Walkthrough
 Introduction and Learning Outcomes
Introduction. Located after the Unit
Opening Case, the introduction familiarizes
students with the overall tone of the
chapters. Thematic concepts are also
broadly defined.
Learning Outcomes. These outcomes focus
on what students should learn and be able to
answer upon completion of the chapter or
plug-in.

Introduction
Decision making and problem solving in today’s electronic world encompass large-scale,
opportunity-oriented, strategically focused solutions. The traditional “cookbook” approach to
decisions simply will not work in the ebusiness world. Decision-making and problem-solving
abilities are now the most sought-after traits in up-and-coming executives. To put it mildly,
decision makers and problem solvers have limitless career potential.
■ Ebusiness: The conducting of business on the Internet, not only buying and selling, but also
serving customers and collaborating with business partners.
With the fast growth of information technology and the accelerated use of the Internet,
ebusiness is quickly becoming standard. This unit focuses on technology to help make deci-
sions, solve problems, and find new innovative opportunities. The unit highlights how to bring
people together with the best IT processes and tools in complete, flexible solutions that can
seize business opportunities (see Figure Unit 3.1). The chapters in Unit 3 are:

9
■ Chapter 9—Enabling the Organization—Decision Making.
■ Chapter 10—Extending the Organization—Supply Chain Management.
■ Chapter A P T Ea R
C H 11—Building Enabling the Organization—
Customer-centric Organization—Customer Relationship Management.

Decision Making
■ Chapter 12—Integrating the Organization from End to End—Enterprise Resource Planning.

FIGURE UNIT 3.1

Decision-Enabling, Problem-
Solving, and Opportunity-
Seizing Systems. L E A R N I N G O U TC O M E S
Artificial Intelligence (AI)

9.1 Explain the importance of decision making for systems, and explain how managers can use these
managers at each of the three primary organization systems to make decisions and gain competitive
Executive Information Data Mining
levels Systems
along (EIS)
with the associated decision advantages.
Employees Customers
characteristics.
9.3 Describe artificial intelligence and identify its three
9.2 Classify the different operational support systems, main types.
managerial support systems, and strategic support
Suppliers Partners

Decision Support Enterprise Resource

Systems (DSS) Planning (ERP)

Making Organizational Business Decisions LO 9.1 Explain the importance of

decision making for managers at
Porter’s strategies suggest entering markets with a competitive advantage in either overall cost each of the three primary organi-
leadership, differentiation, or focus. To achieve Supply
theseChain
results, managers must be able to make zation levels along with the asso-
Customer Relationship
ciated decision characteristics.
decisions and forecast future business
Management (CRM) needs and requirements.
Management (SCM) The most important and most
challenging question confronting managers today is how to lay the foundation for tomorrow’s
success while competing to win in today’s business environment. A company will not have a
Walkthrough * xxi

future if it is not cultivating strategies for tomorrow.

 Unit Opening Case and Opening Case
Study Questions
Unit Opening Case. To enhance student
interest, each unit begins with an opening UNIT ONE OPENING CASE
case study that highlights an organization
that has been time-tested and value- Data Analytics Careers: Top Skills for Your Future
proven in the business world. This feature Data analytics brings together theory and practice to identify and communicate data driven
serves to fortify concepts with relevant require thousands of data recordsthat
insights for the models
allow to become
managers, good at classification
stakeholders, tasks and in an organization to make
and other executives
millions of data records for them to perform at the level of a human.
examples of outstanding companies. ■
more informed decisions. Data is transforming and powering business everywhere—from smart
Reinforcement learning: The training of machine learning models to make a sequence of
Discussion of the case is threaded decisions. homes and sustainable cities to online retail and green corporations. Business today is simple—
it’s dataa driven.
The model learns to achieve goal in Data in all forms
an uncertain, and shapes
potentially provides
complex insightsfor
environment, into making strategic business
throughout the chapters in each unit. example, a game-like situation. The model uses trial and error to find a solution to the problem.
To train the model, the programmer uses either rewards or penalties for the actions it performs.warehouses, and creating vac-
decisions, including opening new markets, staffing hospitals and
The model’s goal is to maximize the total reward.
cines. Organizations in all industries increasingly rely on data to identify opportunities and solve

VIRTUAL REALITY business problems.

Any area
Virtual reality is a fast-growing person competing
of artificial in the business
intelligence that hadenvironment
its origins intoday must
efforts to be able to capture, analyze,
build more natural, realistic,
and multisensory
decipher datahuman–computer
to perform theirinterfaces.
jobs and advance their careers. We are living in the informa-
Opening Case Study ■ Virtual reality: A computer-simulated
tion age, a timeenvironment
when data that canand
is gold be aoffers
simulation of thetoreal
the keys theworld
kingdom for running a successful
or an imaginary world.
Questions. Located at the business. Consider the following:
Virtual reality enables telepresence where users can be anywhere in the world and use
end of each chapter, pertinent virtual reality systems to ■work alone or together at a remote site. Typically, this involves using a
Uber does not own a single car
virtual reality system to enhance the sight and touch of a human who is remotely manipulating
questions connect the Unit equipment to accomplish ■ a Airbnb does notrange
task. Examples own from
a single hotel
virtual or rental
surgery, property
where surgeon and
patient may be on opposite ■ sides of thedoes
Facebook globe,not
to create
the remote use of equipment in hazardous
any content
Opening Case with important environments such as chemical plants and nuclear reactors.
■ Amazon does not make any products or own any inventory
chapter concepts. ■ Augmented reality: The viewing of the physical world with computer-generated layers of
information added to it. Zappos does not make any shoes
■

Virtual reality (VR) and augmented reality (AR)

It is really simple: Data are two sides
is driving andoftransforming
the same coin. You could
business. As a result, shifting workforces
think of augmented reality as a form of virtual reality with one foot in the real world: Augmented
have companies searching for data-savvy candidates who
reality simulates artificial objects in the real environment; virtual reality creates an artificial understand how to work with data to
environment to inhabit.
sleuth the patterns that provide insights into the business. Providing communication with visual-
In augmented reality, the computer uses sensors and algorithms to determine the position
and orientation of a camera.izations that influence
AR technology thendecision making
renders the is also key.
3D graphics as they would appear
from the viewpoint of the camera, superimposing the computer-generated images over a user’s
view of the real world. The data analyst hiring market is hot, and there are more than 2.5 million job openings for
In virtual reality, the computer uses roles.
data-related similarInsensors and
fact, the math.
U.S. However,
Bureau rather
of Labor than locating
Statistics has indicated 11.5 million data job
a real camera within a physical environment, the position of the user’s eyes are located within
the simulated environment. openings will be
If the user’s created
head turns, by
the2026.
graphics react accordingly. Rather than
compositing virtual objects The and aexplosion
real scene, of VR
datatechnology
in all areascreates a convincing,
of business aroundinteractive
the world has given rise to one of the
world for the user.
most in-demand, booming fields today: analytics. The average salary for data analysts ranges
between $85,000 and $138,000. Surprisingly, almost 50% of corporations report having issues
finding qualified data analysts and data scientist professionals even with such high salaries.
OPENING CASE STUDY QUESTIONS
If you believe the ability to analyze data will help your career path, then this course is perfect
for you. Throughout this course, you will learn the following:
1. You have landed your dream job working for Steve Evert. Unfortunately, Steve doesn’t know any-
thing about making solid
■ business decisions.
Data analysis Your first assignment is to help educate Steve on
techniques
the difference between■ transactional and analytical
Data transformation information and how he can use a digital
styles
dashboard to consolidate data and drill down into the details of data to help run his business.
2. Steve would also like you to create a document highlighting the different types of artificial intel-
ligence systems and how each system might help support making business decisions.

baL09075_ch01_002-026.indd 3
Chapter 9 Enabling the Organization—Decision Making
* 167

xxii * Walkthrough
baL09075_ch09_148-173.indd 167 25/10/22 11:37 AM
Projects and Case Studies
Case Studies. This text is packed with
case studies illustrating how a variety of
prominent organizations and businesses
have successfully implemented many of this
Projec t 1:
text’s concepts. All cases promote critical
Financial Destiny
thinking. Company profiles are especially You have been introduced to Microsoft Excel and are ready to begin using it to help track your
appealing and relevant to your students, monthly expenses and take charge of your financial destiny. The first step is to create a personal
budget so you can see where you are spending money and if you need to decrease your monthly
helping to stir classroom discussion and expenses or increase your monthly income.
interest. Projec t Foc us
Create a template for a monthly budget of your income and expenditures, with some money set
aside for savings (or you can use the data file, AYK1_Data.xlsx, we created). Create variations of
this budget to show how much you could save if you cut back on certain expenses, found a room-
mate, or got a part-time job. Compare the costs of a meal plan to costs of groceries. Consider how
much interest would be earned if you saved $100 a month, or how much debt paid on student
loans or credit card bills. To expand your data set, make a fantasy budget for 10 years from now,
when you might own a home, have student loan payments, and have a good salary.
Data File: AYK1_Data.xlsx

Projec t 2:
Cash Flow
Gears is a five-year-old company that specializes in bike components. The company is having
trouble paying for its monthly supplies and would like to perform a cash flow analysis so it can
understand its financial position. Cash flow represents the money an investment produces after
Chapter One Case: Do You Trust Your Data? subtracting cash expenses from income. The statement of cash flows summarizes sources and
Apply Your Knowledge. At the end
uses of cash, indicates whether enough cash is available to carry on routine operations, and offers
Data is the new oil. Data drives fact-based decisions. As a manager, you an analysis
are going to relyof databusiness transactions, of
on all this text
reporting whereisthe
a set
firm of 33 projects
obtained its cash and how it
to drive your business decisions. Can you imagine making a critical business decision on bad data?
chose to allocate the cash. The cash flow statement shows where money comes from, how the
Have you ever stopped to ask yourself if you trust your data? What will happen if you make a business
company
decision on incorrect, inaccurate, or low-quality data? Obviously, chances are is going
high you will
aimed at reinforcing the business
make theto spend it, and when the company will require additional cash. Gears would like
wrong decision, and that is the primary risk when using data to drive your decisions. Here are a few
to project a cash
examples of organizations that fell into the trap of making important decisions on incorrect data.
flow statement for the initiatives
next month. explored in the text.
■

■
Fidelity: A missing negative sign on a dividend report cost this financialProjec
company $2.6 t billion.
Foc us
Harvard: Two professors reached an incorrect conclusion with an average formula that failed to
These projects help to develop the
Using the data file AYK2_Data.xlsx complete the cash flow statement for Gears using Excel. Be sure
■
pull all of the data.
London Olympics: An accidental typo of 20,000 instead of 10,000 caused to create formulas
the sale
application and problem-solving
of 10,000so the company can simply input numbers in the future to determine cash flow.

■
additional tickets for the synchronized swimming event.
MI5: The British intelligence agency accidentally bugged more than 1,000 Data File:
wrong AYK2_Data.xlsx
telephones
skills of your students through
based on a formatting error on a spreadsheet.
TransAlta: This Canadian power company made a simple cut-and-pasteProjec
challenging and creative business-
■
t 3:
error for buying power at

■
the wrong price, which cost it $24 million.
Technology
University of Toledo: A typo in a spreadsheet formula led to an overestimate of enrollment,Budget
over-
driven scenarios.
inflating revenue by $2.4 million.3
Tally is a start-up website development company located in Seattle, Washington. The company
There is a famous saying in the tech industry: “Garbage in is garbage out” (GIGO). I can be the
greatest data analyst in my company, but if the data I am analyzing is wrong,currently has seven
then my analysis will be employees and is looking to hire six new employees in the next month.
wrong. But many of us forget to ask about the quality of our data, and we respond too quickly and
Projec thave
confidently. There is a common statistic stating that over 80 percent of spreadsheets Foc us
errors.
Why are there so many errors in spreadsheets? It is simple. Spreadsheets are created by people and
You are
people make mistakes! It is important to remember that you should never assume in have
that you chargehigh- of purchasing for Tally. Your first task is to purchase computers for the new
quality data. You should always do the upfront work to verify the quality of your data. This willYour
employees. require
budget is $250,000 to buy the best computer systems with a scanner, three color
a great deal of work before you even begin your analysis but can pay off tremendously as you make
decisions with greater confidence. printers, and business software. Use the web to research various products and calculate the costs
Bad data is costly. With data driving so many decisions in our lives, theof cost of bad data
different systemstruly using Excel. Use a variety of Excel formulas as you analyze costs and compare
impacts us all, whether or not we realize it. IBM estimates that bad data costs U.S. businesses over
$3 trillion yearly. Most people who deal with data realize that bad data canprices. Use costly,
be extremely the databut file AYK3_Data.xlsx as a template.
this number is truly stunning. The majority of businesses analyze customer data, but there is little chance
of the business succeeding if the data is wrong. Data File: AYK3_Data.xlsx
Questions
1. Why do you believe data can be inaccurate?
Projec t 4:
2. What can a business do to ensure data is correct? Tracking Donations
3. Explain how bad data will impact information, business intelligence, and knowledge.
Lazarus Consulting is a large computer consulting company in New York. Pete Lazarus, the CEO
4. Have you ever made a decision based on bad data? If so, be sure to share it with your peers and
explain how you could have verified the data quality. and founder, is well known for his philanthropic efforts. Pete knows that most of his employees
5. contribute
Argue for or against the following statement: “It is better to make a business decisiontowith
nonprofit
bad organizations and wants to reward them for their efforts while encouraging
data than with no data.”
AYK-480
* Apply Your Knowledge

Walkthrough * xxiii

baL09075_ayk_478-500.indd 480 19/09/22 5:06 PM

 Making Business Decisions

Making Business Decisions.

Small scenario-driven projects
help students focus on decision
making as they relate to the topical
elements in the chapters and
plug-ins.

MAKING BUSINESS DECISIONS

1. ANALYTICS: Who Really Won the Winter Olympics?

If you were watching the Winter Olympics, I bet you were excited to see your country and its amazing
athletes compete. As you were following the Olympics day by day, you were probably checking differ-
ent websites to see how your country ranked. And depending on the website you visited, you could
get a very different answer to this seemingly easy question. On the NBC and ESPN networks, the
United States ranked second, and on the official Sochi Olympics website, the United States ranked
fourth. The simple question of who won the Winter Olympics changes significantly, depending on
whom you asked.
In a group, take a look at the following two charts and brainstorm the reasons each internationally
recognized source has a different listing for the top five winners. What measurement is each chart
using to determine the winner? Who do you believe is the winner? As a manager, what do you need
to understand when reading or listening to business forecasts and reports?

Winter Olympics Medal Ranking According to NBC News

Rank Country Gold Silver Bronze Total
1 Russian Fed. 13 11 9 33
2 United States 9 7 12 28
3 Norway 11 5 10 26
4 Canada 10 10 5 25
5 Netherlands 8 7 9 24

Winter Olympics Medal Ranking According to Official Sochie Olympic Website

Rank Country Gold Silver Bronze Total
1 Russian Fed. 13 11 9 33
2 Norway 11 5 10 26
3 Canada 10 10 5 25
4 United States 9 7 12 28
5 Netherlands 8 7 9 24

2. CAREER OPPORTUNITY: Starting Your Own Business

Josh James sold his web analytics company, Omniture, to Adobe for $1.8 billion. Yes, James started
Omniture from his dorm room! Have you begun to recognize the unbelievable opportunities avail-
able to those students who understand the power of MIS, regardless of their major? What’s stopping
you from starting your own business today? You are living in the information age and, with the power
of MIS, it is easier than ever to jump into the business game with very little capital investment. Why
not start your own business today?
■ Why is it so easy today for students to create start-ups while still in college, and how can this
course help prepare you to start your own business?
■ Explain three CSFs and KPIs you would use to measure the success of your business.
■ Choose two CRM and SCM metrics you could use to measure your business, and explain how
they can help you achieve success.

xxiv * Walkthrough

Chapter 4 Measuring the Success of Strategic Initiatives

* 69
End-of-Unit Elements
UNIT CLOSING CASE TWO

Dream It, Design It, 3D Print It

Have you ever lost a beloved pet? No worries, just draw a picture of your pet and print a plastic replica
from your 3D desktop printer so your cat or dog can sit on your desk forever. Can you imagine printing
your drawing in 3D? Well, there is no need to imagine this because you can do it today for as little as
$300. Just think of all the problems you can solve by having your own 3D printer. Did you recently lose
the key to your car’s roof rack? No worries, just download the specifications and print one. Did you
forget your girlfriend’s birthday? No worries, just download and customize a silver bracelet with her
initials, and in less than 30 minutes, you’ll have the beautiful custom piece of jewelry on her wrist—
without ever leaving your apartment.
Welcome to the wonderful world of 3D printing. For almost 30 years, 3D printing has been used by
large manufacturing M A K I N Gto B
companies U S Ieverything
create N E S S Dfrom E Ccustom
ISION S to working prototypes. The
parts
medical industry uses 3D printing to create custom hearing aids, artificial limbs, and braces, and art
designers and architects use 3D printers to create models and prototypes of statues and buildings.
1. ANALYTICS:
Traditionally, 3D printing was only available Big Business Decisions: Excel
to large corporations vs. Access
and engineers who could code the
intricate devices. Today,
Exceltheis afirst generation
great tool withofwhichconsumer 3D printers
to perform business is hitting
analytics.theYour
market at afford-
friend John Cross owns a suc-
able prices with software easy enough for children to use.
cessful publishing company specializing in do-it-yourself books. John started the business 10 years
The disruption occurring
ago, andinitthe has3D printing
slowly grown world
to 50can, of course,and
employees be $1attributed
million intosales.
Moore’sJohn lawhasasbeen using Excel to
the technology has increased in capacity
run the majority of hisand processing
business, power
tracking bookwhile decreasing
orders, production in orders,
size andshipping
costs. orders, and billing.
Now you can purchase Johnyour ownuses
even 3D Excel
printertofor as little
track employeeas $300 to $5,000;
payroll simplydates.
and vacation connect To itdate,
to your
Excel has done the job,
Wi-Fi network, and beginbut asdownloading
the company files to createtoyour
continues grow,ownthe3D objects.
tool Currentinadequate.
is becoming 3D printers offer a
wide range of colors andYou materials,
believeincluding
John could plastics,
benefitmetal, glass, and
from moving fromeven chocolate.
Excel to Access.That’s
Johnright—
is skeptical of the change
you can custom printbecause
your own valentine
Excel has done chocolates!
the job up Theto only
Kand
now,barrier
E YhistoTemployees
E3DR printing
M S areis comfortable
that the soft-with the current pro-
ware used to controlcessesthe printer is still rather
and technology. Johndifficult
has askedfor the
youaverage
to prepare person to use, butexplaining
a presentation you can the limitations of
expect that to changeExcel
becauseand software
the benefitsmakers, such as
of Access. In aAutodesk, are quickly
group, prepare releasing user-friendly
the presentation that will help convince John
Metadata, 102
applications. Autodesk to just
make released 123D, a suite of free applications that enables ordinary peopleData
the switch.
Analytical data, 97
to redundancy, 106
Attributes, 102 Data steward, 100 Physical view of data, 104
design and customize objects on their PCs or even their iPads and then send them
Business-critical integrity to a 3D printer. Data stewardship, 100 Primary key, 103
3D printers work by 2. first
DISCUSSION: Data Timeliness
creating a digital computer-aided design (CAD) file,
constraints, 107produced with a 3D Data validation, 101 Query-by-example (QBE) tool, 101
modeling program orData scanned into a is
timeliness 3Da modeling program with
major consideration aall3D
forBusiness scanner.
rule, 106
organizations. To get from this digital
Organizations Database,
need 101 the fre-
to decide Real-time data, 98
file to instructions that the 3Dofprinter understands, Dataslices
dictionary, 102 into hundreds Database management system Real-time systems, 98
quency backups and updatessoftware then
to a database. the design
In a team, describe the timeliness or requirements for
thousands of horizontal layers. Data element (or data field), 102 (DBMS), 101 Record, 102
backups andTypically,
updates to thea 3D printerforuses
database each either
Data theaanalysis,
of gap fused deposition modeling
following: 100 Entity, 102 Relational database management
printer, which applies the tiny layers of material, or a laser sintering process by which a laser fuses the
■ Weather tracking systems. Data governance, 101 Foreign key, 103 system, 102
material together. Manufacturers such as 3DSystems, Afinia, and DataMakerBot
granularity, produce
96 3D printers Identity
for management, 107 Relational database model, 102
■ Car dealership inventories.
just a few thousand dollars for consumers and small businesses Dataalike. Figure Unit
inconsistency, 98 3.2 representsIntegrity
a constraints, 106 Relational integrity constraints, 107
4 98
few of the best 3D-printed ■ objects,
Vehicleaccording to PC Magazine and Wired.
tire sales forecasts. Data integrity, Logical view of data, 104 Structured query language
Data latency, 106 Master data management (SQL), 101
■ Interest rates. Data models, 102 (MDM), 101 Transactional data, 96
Questions
Restaurant inventories.
■
1. Define 3D printing and
■ its impactstore
Grocery on business.
inventories.
2. Explain CRM and how 3D printing could affect customer relations.
3. INFORMATION
3. Provide an example SYSTEMS:
of how 3D printing Entities
might affect and Attributes
the global economy.
You want to build a database to track your classes, professors, and grades. Identify three entities
4. Analyze how 3D printing is affecting supply chains.
Each unit contains complete pedagogical that wouldsupport in the
be found in your form
database. of:attributes you would track for each entity. How will
List five
5. Propose a plan for how a company can use 3D printing to increase sales and customer satisfaction.
you relate the entities? How will you identify each unique record for your classes, professors, and
■ Unit Summary. Revisiting 6. Arguethe for or unit
againsthighlights
the following in summary
statement: “3D printingformat.
will be more disruptive to business than
course grades?
the Internet.”
■ Key Terms. With page numbers referencing where they are discussed in the text.
4. ANALYSIS: Explaining Relational Databases
■ Two Closing Case Studies. Reinforcing important
You are working concepts
for Steve Jones, a highly valuedwith prominent
member of the faculty examples from
in your department. Stevebusinesses and
has been allowing his graduate assistants to access a dataset he is using for a new research paper.
organizations. Discussion questions followSteve
Unfortunately, each didn’tcase
realize study.
that one of his assistants, George, was not proficient in using a
database and caused a number of issues with the data. Review the four primary traits of the value of
■ Apply Your Knowledge Application Projects. Highlights the different AYK projects available at the end of the text
data, and explain each one to Steve along with potential examples of how George might have
that
224
*takes the MIS concepts and challenges
Unit 3 Streamlining Business Operations
the students to apply them using Excel, Access, and other tools.
caused problems with his research data.

baL09075_ch12_204-225.indd 224 25/10/22 1:42 PM

110 * Unit 2 Exploring Business Intelligence

baL09075_ch06_092-111.indd 110 27/09/22 11:04 AM

Walkthrough * xxv
 About the Plug-Ins
P L U G - I N

The plug-ins are designed to allow faculty to

customize their course and cover selected
topics in more detail. Students will read
B1 Business Basics

L E A R NI NG O UTC O M E S

core material related to all of the plug-ins in 1 Define the three common business forms.
2 List and describe the seven departments commonly found in most organizations.
the five units.
As an example, students will learn about LO 1 Define the three common
Introduction
business forms.

various facets of customer relationship A sign posted beside a road in Colorado states, “Failing to plan is planning to fail.” Playnix
Toys posted the sign after successfully completing its 20th year in the toy business in Colorado.

management (CRM) most notably in The company’s mission is to provide a superior selection of high-end toys for children of all
ages. When the company began, it generated interest by using unique marketing strategies and
promotions. The toy business has a lot of tough competition. Large chain stores such as
Chapter 11. However, customer relationship Walmart and Target offer toys at deep discount prices. Finding the right strategy to remain
competitive is difficult in this industry, as FAO Schwarz discovered when it filed for bank-
ruptcy after 143 years in the toy business.
management has its own business plug-in. This plug-in introduces basic business fundamentals beginning with the three most common
Management Focus. By focusing on the business plug-ins, your
business structures—sole proprietorship, partnership, and corporation. It then focuses on the

The CRM business plug-in gives both faculty internal operations of a corporation, including accounting, finance, human resources, sales,
marketing, operations/production, and management information systems.
course will take on a managerial approach to MIS.
and students the ability to cover CRM in Types of Business
more detail if desired. Likewise, students Businesses come in all shapes and sizes and exist to sell products or perform services.
Businesses make profits or incur losses.

will receive an introduction to decision ■ Profit: Occurs when businesses sell products or services for more than they cost to pro-
duce.

making in Unit 3. The Excel technology ■ Loss: Occurs when businesses sell products or services for less then they cost to produce.
Businesses typically organize in one of the following types:

plug-ins allow coverage of decision-making 1. Sole proprietorship.

2. Partnership.

tools such as PivotTables, Goal Seek, and 3. Corporation.

Scenario Manager. 342 * Plug-In B1 Business Basics

baL09075_pluginb01_342-357.indd 342 13/09/22 11:28 AM

Technical Focus. If hands-on, technical skills are more important,

include technical plug-ins in your MIS course.

xxvi * Walkthrough
End-of-Plug-In Elements

Each business plug-in contains complete pedagogical support in the form of:
■ Key Terms. With page numbers referencing where they are discussed in the text.

■ Making Business Decisions. Small scenario-driven projects that help students focus

individually on decision making as they relate to the topical elements in the chapters.

KEY TERMS

Accounting, 345 For-profit corporations, 343 Operations management, 353

Accounting department, 345 Human resources (HR), 348 Owner’s equity, 346
Asset, 346 Income statement, 346 Partnership agreement, 343
Balance sheet, 346 Liability, 346 Partnerships, 343
Bookkeeping, 345 Limited liability, 343 Product life cycle, 353
Break-even point, 348 Limited liability corporation (LLC), 344 Profit, 342
Capital, 343 K E Y T E R343
Limited partnership, MS Revenue, 346
Corporation (also called Loss, 342 Sales, 349
organization, enterprise, or Managerial accounting, 345 Shareholder, 343
business), 343 Market segmentation,
3D printing, 473351 SoleComputer
proprietorship, 343
simulation, 468 Real-time adaptive security, 474
Dividends, 346 Marketing, Ambient
351 digital experience, 473 Historical
Solvency, 346 analysis, 468 Trend analysis, 468
Expenses, 346 Marketing Augmented reality, 472351
communications, Information
Statement of Everything
of cash Trend monitoring, 468
Autonomic computing, 474 (IoE), 473 Trend projection, 468
Finance, 347 Marketing mix, 351
Autonomous agent, 473
flows, 347
Internet of Things (IoT), 473 Virtual assistant (VA), 473
Financial accounting, 345 Net income, 346 3D printing, 473
Biological Statement
Machineof owner’s
learning, 473 Virtual reality, 472
Financial quarter, 347 Not-for-profit (or nonprofit) equity, 346
Financial statements, 346 corporations, 343 Transaction, 345

MAKING BUSINESS DECISIONS

1. STRATEGY: Identifying and Following Trends

MAKING BUSINESS DECISIONS
DigitalMarketingExperts.com is a new business that specializes in helping companies identify and
follow significant trends in their industries. You have recently been hired as a new business analyst
and your first task is to highlight current trends in the ebusiness industry. Using the Internet and
1. STRATEGY: Setting Up a Business any other resources you have available, highlight five significant trends not discussed in this text.
Your friend Olivia Graves is going to startPrepare
her own a PowerPoint
chocolate presentation
shop, calledthat lists the trends and discusses the potential business
Chocolate-By-Design.
impacts for each trend.
Olivia is an expert candy maker and one of the city’s top pastry chefs. Olivia has come to you for
advice on what type of business Chocolate-By-Design
2. INFORMATIONshould
SYSTEMS:be—aNAOsole proprietorship, partner-
Robots
ship, or corporation. Create a report comparing the three different types of businesses, along with
NAO (pronounced now) robots are about as cute as anything ever created, and boy, can they
your recommendation for Chocolate-By-Design’s
dance. Abusiness structure.
NAO robot is an autonomous, programmable, humanoid robot developed by Aldeba-
ran Robotics, a French robotics company headquartered in Paris. NAO robots have been used for
2. ANALYSIS: Guest Lecturing on Business
research and education purposes in numerous academic institutions worldwide. As of 2015, over
5,000 NAO units are in use in more than 50 countries. Visit the web to search for NAO robot videos
As a recent college graduate, your favorite professor, Dr. Henning, has asked you to come back
and create a new product or service for a NAO robot.
and guest lecture at his Introduction to Business course. Create a presentation defining the differ-
ent departments in a typical business, what roles OPPORTUNITIES:
3. CAREER each plays, and why it is important
Educational Robotsthat they all
work together. Robots have always grabbed the attention and imagination of kids (of all ages). RobotLAB uses
this attention to build core 21st-century skills such as programming and computational thinking.
3. CAREER OPPORTUNITIES: Expanding Markets
Using advanced robots, RobotLAB makes abstract math and computer science real by focusing
lessons
J. R. Cash created a small business selling around complex
handmade cowboy problems
boots,thatand
become intuitive
within a year,through
his interaction and manipulation of
the robots. Visit http://www.robotlab.com/ and review the many robots they are creating to help
business is booming. J. R. currently builds all of the boots in his store and takes orders over
education. Create a new robot that could help you with your college experience.
the phone and from walk-in customers. There is a 3-month waiting list for boots. J. R. is not
sure how to grow his business and has come to you
4. DISCUSSION: forIsadvice.
Less More Describe the reasons and
ways some businesses increase market Yourshareorganization
and why J.is R. might choose
teetering not to
on the edge increasechaos.
of systems his Your systems administrator is
market share. stressed beyond tolerance by too many systems, too many applications, too few resources, and
too little time. The scope, frequency, and diversity of demand are causing greater risk than anyone
4. DISCUSSION: Segmenting Customers dares to admit. Automating (and reducing complexity of) the operating environment is critical for
your business to survive. Research autonomic computing and write a report discussing how this
Due to your vast marketing experience, you have been
technology hired
can help by a new company,
an organization gain controlSugar,
over itstosystems.
per-
form a strategic analysis on chewing gum. The company wants to understand the many market
segments for the different brands, flavors, sizes, and
5. ANALYSIS: colors Adaptive
Real-Time of gum. Security
Create an analysis of the
different market segments for chewing BusinessED
gum. Whatspecializes
market segment
in creating would
new andyou recommend
innovative Walkthrough
software for education in the business * xxvii
Sugar pursue? market. Danny Henningson, founder and president of BusinessED, is interested in developing
educational products for elementary and high schools around the globe. Danny has hired you as the

Supplements:
■ Business Driven Teaching Notes
■ Instructor Resource Library in
McGraw Hill Connect
■ Instructor’s Manual and Video
Case Guide
■ PowerPoint Presentations
■ Classroom Exercises
■ Project Files
xxviii * Walkthrough
Support and Supplemental Material
All of the supplemental material supporting Business Driven Technology was
developed by the author to ensure you receive accurate, high-quality, and
in-depth content. Included are a complete set of materials that will assist
students and learning outcomes.
Test Bank. This computerized package allows instructors to custom design,
save, and generate tests. The test program permits instructors to edit, add,
or delete questions from the test banks; analyze test results; and organize a
database of tests and student results.
■ Instructor’s Manual (IM). The IM, written by the author, includes
suggestions for designing the course and presenting the material.
Each chapter is supported by answers to end-of-chapter questions and
problems and suggestions concerning the discussion topics and cases.
■ PowerPoint Presentations. A set of PowerPoint slides, created by the
author, accompanies each chapter that features bulleted items that
provide a lecture outline, plus key figures and tables from the text, and
detailed teaching notes on each slide.
■ Classroom Exercises. Choose from over 30 detailed classroom exercises
that engage and challenge students. For example, if you are teaching
systems development, start the class with the “Skyscraper Activity” in
which the students build a prototype that takes them through each phase
of the systems development life cycle. All classroom exercises can be
found in the instructor PowerPoints and the Instructor Manuals.
■ Project Files. The author has provided files for all projects that need
further support, such as data files.
■ Cohesion Case. Now assignable through Connect, The Broadway Café
is a running case instructors can use to reinforce core material such as
customer relationship management, supply chain management, business
intelligence, and decision making. The case has 15 sections that challenge
students to develop and expand their grandfather’s coffee shop. Students
receive hands-on experience in business and learn technology’s true
value of enabling business. Please note that the Cohesion Case is not a
McGraw Hill product but a Baltzan direct product.
Another random document with
no related content on Scribd:
colados y sorbidos por la
garganta de aquel monstruoso
pez sin lision alguna del nauio
hasta llegar a lo muy espaçioso
del estomago, donde auia vnos
campos en que cupieran otras
veynte mil; y como el nauio
encalló quedamos espantados de
tan admirable suçeso sin pensar
qué podia ser, y avnque luego
estuuimos algo obscuros porque
cerró el paladar para nos tragar,
pero despues que nos tuuo dentro
y se sosego traya abierta la boca
a la contina, de manera que por
alli nos entraua bastante luz, y
con el ayre de su contino resolgar
nos entretenia el viuir a mucho
descanso y plazer. Pareçiome
que ya que no quiso mi ventura
que yo fuesse á las Indias por ver
allá, que era esta conuenible
comutaçion, pues fortuna nos
forçaua en aquella carçel a ver y
gustar de admirables cosas que
te contaré; y mirando alrededor
vimos muy grandes y espaciosos
campos de frescas fuentes y
arboledas de diuersas y muy
suaves flores y frutas, y ansi
todos saltamos en tierra por
gustar y ver aquellas estançias
tan admirables. Començamos a
comer de aquellas frutas y a
beuer de aquellas aguas alegres
y delicadas[1013] que nos fue muy
suaue refeçion. Estauan por alli
infinitos pedaços de hombres,
piernas, calaberas y huesos, y
muchas espinas y costillas de
terribles peçes y[1014] pescados, y
otros enteros que nos empidian el
andar. Auia tablas, maderos de
nauios, ancoras, gauias,
masteles, xarçia, artilleria y
muniçion, que tragaua aquella
fiera vestia por se mantener[1015].
Pero salidos adelante de aquella
entrada a vn grande espaçio que
alcançamos a ver desde vn alto
monte más de quinientas leguas
de donde atalayamos[1016]
grandes llanos y campos muy
fertiles, abundantes y hermosos.
Auia muchas aues muy hermosas
y graçiosas, de diuersos colores
adornadas en sus plumas que
eran de graçioso parecer. Auia
aguilas, garças, papagayos,
sirgueros, ruyseñores y otras
differençias espeçies y generos
de[1017] aues de mucha
hermosura. Pues proueyendo que
algunos compañeros que[1018]
quedasen en[1019] la guarda del
nauio, les sacamos fuego del
pedernal y dexamos les
mantenimiento de aquellos
manjares y carnes que trayamos
de nuestra prouision y matalotaje;
y ansi escogidos algunos
compañeros nos salimos a
descubrir la tierra[1020].
Discurriendo pues por aquella
deleytosos y fertilissimos
campos[1021] al fin de dos dias,
casi al puesto del sol,
desçendiendo de vna alta
montaña a vn valle de mucha
arboleda, llegamos a vn rio que
con mucha abundançia y
frequençia corria vino muy suave;
tan hondo y tan caudaloso que
por muchas partes podian
nauegar muy gruesos nauios. Del
qual començamos a beuer y a
gustar, y algunos de nuestros
compañeros se començaron de la
beuida a vençer y se nos
quedauan dormidos por alli que
no los podiamos lleuar. Todas las
riberas de aquel suaue y graçioso
rio estan[1022] llenas de muy
grandes y fertilissimas çepas
cargadas de muy copiosas vides
con sus pampanos y raçimos muy
sabrosos y de gran gusto; de
que[1023] començamos a cortar y
comer; y tenian algunas de
aquellas çepas figura y imagen de
mugeres que hablando en nuestra
lengua natural nos convidauan
con agraçiadas palabras a comer
dellas, prometiendonos mucho
dulçor. Pero a todos aquellos que
conuençidos de sus ruegos y
halagos llegauan a gustar de su
fruto los dormian y prendian alli,
que no eran libres para se mouer
y las dexar, ni los podiamos
arrancar de alli. Destas, de su
frecuente emanar[1024] destilaua
vn continuo liquor que hazia yr al
rio muy caudaloso. Aqui en esta
ribera hallamos vn padron de
piedra de dos estados alto sobre
la tierra, en la qual estauan vnas
letras griegas escriptas que
mostrauan ser de gran
antiguedad, que nos
significauan[1025] auer sido este el
peregrinaje de Bacho. Passado
este graçioso rio por algunas
partes que se podia vadear, y
subida vna pequeña cuesta que
ponia differençia entre este valle
de Bacho, desçendimos á otro no
menos deleyte[1026] y de gran
sabor. De cuyo gusto y dulçor nos
pareçia beuer aquella beuida que
dezian los hombres antiguos ser
de los dioses por su grande y
admirable gusto, que llamauan
nectar[1027] y ambrosía. Este
tenia vna prodigiosa virtud de su
naturaleza; que si alguno
escapado del rio de Bacho
pudiesse llegar a beuer deste licor
era marauillosamente consolado y
sano de su embriaguez, y era
restituido en su entero y primero
juizio, y avn mejorado sin
comparaçion. Aqui beuimos hasta
hartar, y boluimos por los
compañeros y quál a braço, quál
acuestas y quál por su pie los
traymos[1028] alli, y sanos
caminamos con mucho plazer. No
lexos desta suaue y salutifera
ribera vimos salir humo, y
mirando más con atençion vimos
que se descubrian vnas caserias
pobres y pajizas, de lo qual nos
alegramos mucho por uer si
habitaua por alli alguna gente
como nosotros con que en
aquella prision y mazmorra nos
pudiessemos entender y consolar.
Porque en la verdad nos pareçia
ser aquello vna cosa fantaseada,
o de sueño, o que por el rasgo
nos la descriuia algun
delicado[1029] pintor. Pues con
esta agonia que por muchos dias
nos hazia andar sin comer y[1030]
beuer sin nos defatigar, llegamos
çerca de aquellas casas, y luego
en la entrada hallamos vna vieja
de edad increyble, porque en
rostro, meneo y color lo monstró
ser ansi. Estaua sentada entre
dos muy perenales fuentes, de la
vna de las quales manaua vn muy
abundante caño de miel, y de la
otra mano corria otro caño muy
fertil y gruesso de leche muy
cristalino. Las quales dos fuentes
bajadas a un vallico que estaua
junto alli se juntauan[1031] y
hazian ambas el[1032] un rio
caudal. Estaua la dueña ançiana
con vna vara en la mano, con la
qual con gran descuydo heria en
la fuente que tenia a su mano
derecha que corria leche, y a
cada golpe hazia vnas
campanillas, las cuales corriendo
por el arroyo adelante se hazian
muy hermosos requesones,
nazulas, natas y quesos como
ruedas de molino. Los quales
todos quando llegauan por el
arroyo abajo donde se juntauan
con[1033] la fuente del miel se
hazian de tanto gusto y sabor que
no se puede encareçer. Auia en
este rio peçes de diuersas formas
que sabian a la[1034] miel y leche;
y como nosotros la vimos
espantamonos por pareçernos
vna prodigiosa vision y ella por el
semejante en vernos como vista
subita y no acostumbrada se
paró. Pues quando boluimos en
nosotros, y con esfuerço
cobramos el huelgo que con el
espanto auiamos perdido, la
saludamos con mucha humildad,
dubdosos si nos entendiesse la
manera de nuestra lengua, y ella
luego con apazible semblante
dando a entender que nos
conoçia por conaturales en patria
y[1035] naturaleza nos
correspondio con la mesma
salutaçion, y luego nos preguntó;
dezid hijos[1036] ¿quien soys
vosotros? ¿Acaso soys naçidos
del mar o soys naturales de la
tierra como nosotras? A la qual yo
respondi: señora, nosotros
hombres somos, naçidos en la
tierra, y agora çerrados por
infortunio en el mar, encarçelados
por nuestra desuentura en esta
monstruosa vestia, dubdosos
donde nuestra ventura nos
lleuará; y avnque nos pareçe que
viuimos, creemos que somos
muertos; y agora salimos por
estos campos por ver quien
habitaua por aqui, y ha querido
Dios que os encontrassemos para
nos consolar, y que viesemos no
ser nosotros solos los
encarçelados aqui; y ya que
nuestra buena uentura acá nos
aportó, comunicanos tu buena
naturaleza y quál hado te metio
aqui[1037]; y si de alguna parte de
diuinidad eres comunicada
prophetizanos nuestra buena, o
mala uentura: porque preuenidos
nos haga menor mal. Respondió
la buena dueña: ninguna cosa os
diré hasta que en mi casa entreis,
porque veo que venis fatigados.
Sentaros eis y comereis, que vna
hija mia donzella hermosa que
aqui tengo os lo guisará y
aparejará; y como eramos todos
moços y nos habló de hija
donzella y de comer, todos nos
regoçijamos en el coraçon, y ansi
entrando dixo la buena vieja[1038]
con vna boz algo alta quanto
bastaua su natural: hija, sal acá,
apareja a esta buena gente de
comer. Luego como entramos y
nos sentamos en vnos poyos que
estauan por alli salio vna donzella
de la más bella hermosura y
dispusiçion que nunca naturaleza
humana crió. La qual avnque
debajo de paños y vestidos
pobres y desarrapados
representaua çelestial
diuinidad[1039], porque por los
ojos, rostro, boca y frente echaua
vn resplandor que a mirarla no
nos podiamos sufrir, porque nos
heria con vnos rayos de mayor
fuerça que los del sol y[1040] como
tocaua[1041] el alma eramos ansi
como pauesa abrasados: y
rendidos nos prostramos a la
adorar. Pero ella haziendonos
muestra con la mano, con vna
diuina magestad nos apartaua de
si, y mandandonos asentar con
vna presta diligençia nos puso
vbas y otras frutas muchas y muy
suaues, y de vnos muy sabrosos
peçes; de que perdido[1042] el
miedo que por la reuerençia
teniamos a tan alta magestad
comimos y beuimos de vn
preçioso vino quanto nos fue
menester; y despues que se
leuantó la mesa y la vieja nos vio
sosegados començo a
regoçijarnos y a demandarnos le
contassemos nuestro camino y
suçeso; y yo como vi que todos
mis conpañeros callauan y me
dexauan la mano en el hablar la
conté muy por orden[1043] nuestro
deseo y cobdiçia con que
viuiamos muchos años en la
tierra, y nuestra junta y
conjuraçion hasta el estado en
que estauamos alli, y despues le
dixe; agora tú, madre
bienauenturada, te suplicamos
nos digas si es sueño esto que
vemos; quién soys vosotras y
cómo entrastes aqui. Ella nos dixo
con vna alhagueña humildad que
de contentarnos tenía
deseo[1044]. O huespedes y hijos
amados, todos pareçe que
traemos[1045] la mesma fortuna,
pues por juizio y voluntad de Dios
somos laçados aqui, avnque por
differentes[1046] ocasiones como
oyreis. Sabed que yo soy la
bondad si la aueis oydo dezir por
allá; que me crió Dios en la
eternidad de su sér, y esta mi hija
es la verdad que yo engendré,
hermosa, graçiosa, apazible y
afable, parienta muy cercana del
mesmo Dios, que de su cogeta a
ninguno desgraçió[1047], ni
desabrio si primero me
quisiessen[1048] a mi. Embionos
Dios del çielo al mundo siendo
naçidas allá, y todos los que me
reçeuian a mí no la podian a ella
desechar, pero amada y querida
la abraçauan[1049], como a sí, y
ansi moramos entre los primeros
hombres en las casas de los
prinçipes y reyes y señores que
con nosotras gouernauan y regian
sus republicas en paz, quietud y
prosperidad. Ni auia maliçia,
cobdiçia, ni poquedad que a
engaño tuuiesse muestra.
Andauamos muy regaladas,
sobrelleuadas y tenidas de los
hombres; el que más nos podia
hospedar y tener[1050] en su casa
se tenía por más rico, más
poderoso y más valeroso.
Andauamos vestidas y adornadas
de preciosas joyas y muy alto
brocado. No entrauamos en casa
donde no nos diessen[1051] de
comer y beuer hasta hartar, y
pessauales porque no reçibiamos
más; tanto era su buen deseo de
nos tener. Topauamos cada dia a
la riqueza y a la mentira por las
calles por los lodos arrastradas,
baldonadas y escarneçidas; que
todos los hombres por la mayor
parte por nuestra deuocion y
amistad las gritauan y corrian y
las echauan de su conuersaçion y
compañia como a enemigas de su
contento y prosperidad. De lo qual
estas dos falsarias y malas
compañeras reçebian grande
injuria y vituperio, y con rabia muy
canina vuscauan los medios
posibles para se satisfazer.
Juntauanse cada dia en consulta
ambas y echauanse a pensar y
tratar qualesquiera caminos
faboreçiendose de muchos
amigos que avn trayan entre los
hombres encubiertos y solapados
que no osauan pareçer de
verguença de nuestros amigos.
Estas malditas bastaron en
tiempo a juntar gran parte de
gentes que por industria de la
cobdiçia[1052] los persuadieron yr
a descubrir aquellas tierras de las
Indias, Nueva España, Florida y
Perú, donde vosotros dezis que
yuades caminando, de donde
tanto tesoro salio. Y estas se las
enseñaron y guiaron, dandoles
despues industria ayuda y fabor
como pudiessen en estas tierras
traer grandes tesoros[1053] de oro
y de plata y joyas preçiosas que
estauan tenidas en menos preçio
allá[1054]. Estas peruersas dueñas
los forçaron a aquel trabajo
teniendo por aueriguado que
estos tesoros les serian bastante
medio para entretener su opinion
y desarraigarnos del comun
conçibimiento de los honbres, en
que estauamos nosotras
enseñoreadas hasta alli[1055]; y
ansi fue, que como fueron
aquellos honbres que ellas
enbiaron en aquellas partes y
començaran a enbiar tesoros de
grande admiraçion, luego
començaron todos a gustar y a
tener[1056] grandes rentas y
hazienda, y ansi andando estas
dos falsas hermanas con aquella
parienta casi de casa en casa les
hizieron a todos entender que no
auia otra nobleza, ni otra feliçidad,
ni otra bondad sino tener[1057], y
que el que no tenía riqueza[1058]
en su casa[1059] era ruyn y vil, y
ansi se fueron todos
corrompiendo y depravando en
tanta manera que no se hablaua
ni se trataua otra cosa en
particular ni en comun; ya
desdichadas de nosotras no
teniamos donde entrar[1060] ni de
quién nos faborezer. Ninguno nos
conoçia, ni amparaua, ni reçebia,
y ansi andauamos a sombra de
texados aguardando a que fuesse
de noche para salir a reconoçer
amigos, no osando salir de dia,
porque nos auian auisado
algunos que andauan estas dos
traydoras vuscandonos con gran
conpañia para nos afrontar do
quiera que nos topassen;
prinçipalmente si fuesse en lugar
solo y sin testigos; y ansi nosotras
madre y hija nos fuemos a quexar
a los señores del Consejo Real
del Emperador, diziendo que
estas falsarias se auian
entremetido en la republica muy
en daño y corruptela della, y
porque a la sazon estauan
consultando açerca de remediar
la gran carestia que auia en todas
las cosas del reyno les
mostramos con argumentos muy
claros y infalibles, como era
la[1061] causa auernos echado
todos de si, la bondad y verdad
madre y hija, y auerse
entremetido estas dos[1062]
peruersas hermanas riqueza y
mentira, y la cobdiçia las quales
dos si se tornaua a expeler[1063]
nos ofreçiamos y obligauamos de
boluer todas las cosas a su
primero valor y antiguo, y que en
otra manera auia de yr[1064] de
peor en peor, y nos quexamos
que nos amenaçauan que nos
auian de matar; porque ansi
eramos auisadas, que con sus
amigos y aliados que eran ya
muchos nos andauan a
vuscar[1065] procurando de nos
auer; y los Señores del Consejo
nos oyeron muy bien y se
apiadaron de nuestra miseria y
fortuna y nos mandaron dar carta
de amparo y dixeron que
diessemos informaçion cómo
aquellas nos andauan a vuscar
para nos afrontar y que harian
justizia; y con esto nos salimos
del Consejo, y yendo por vna
ronda pensando yr más seguras
por no nos encontrar con nuestras
enemigas[1066], fuemos espiadas
y salen a nosotras en medio de
aquella ronda y tomannos por los
cabellos a ambas a dos y
traxieronnos por el polvo y lodo
gran rato arrastrando y dieronnos
todos quantos en su compañia
lleuauan muchas coçes, puñadas
y bofetadas, y por ruyn se tenía el
que por lo menos no lleuaua vn
pedaço de la ropa en las manos.
En fin nos dexaron con
pensamiento que no podiamos
viuir[1067], y ansi como de sus
manos nos vimos sueltas,
cogiendo nuestros andrajos,
cubriendonos lo más
honestamente que pudimos nos
salimos de la çiudad, no curando
de informar á justiçias,
temiendonos que en el entretanto
que informauamos nos tornarian a
encontrar, y nos acabarian
aquellas maluadas las vidas; y
ansi pensando que como en
aquellas tierras de la Nueua
España[1068] quedauan sin
aquellos tesoros, y las gentes
eran simples y nueuas en la
religion, que nos acogerian allá;
enuarcamos en vna nao, y agora
pareçenos que porque[1069] no
nos quiere reçebir[1070] nos ha
tomado en si el mar, y ha echado
esta vestia que tragandonos nos
tenga presas aqui rotas y
despedaçadas como veys.
Maravillados[1071] deste
aconteçimiento las pregunté como
era posible ser en tan breue
tienpo desanparadas de sus
amigos que en toda la çiudad ni
en otros pueblos comarcanos no
hallassen de quién se amparar y
socorrer. A lo qual la hija
sospirando, como acordandose
de la fatiga y miseria en que en
aquel tienpo se vióO huesped
dichoso! si el coraçon me
sufriesse a te contar en particular
la prueba que de nuestros amigos
hize, admirarte has de ver las
fuerças que tuuieron aquellas
maluadas: temome que
acordandome de tan grande
injuria fenezca yo oy. Tu sabras
que entre todos mis amigos yo
tenia vn sabio y ançiano juez, el
qual engañado por estas
maluadas y aborreçiendome a mi,
por augmentar en gran cantidad
su hacienda torçia de cada dia las
leyes, peruertiendo todo el
derecho canonico y çeuil; y
porque vn dia se lo dixe,
dandome un enpujon por me
echar de si me metio la vara por
vn ojo que casi me lo sacó: y mi
madre me le restituyó a su
lugar[1072]; y porque a vn
escriuano que estaua[1073] ante él
la dixe que passaua el arançel me
respondio que sino reçibiesse
más por las escripturas de lo que
disponian los Reyes que[1074] no
ganaria para çapatos, ni avn para
pan; y porque le dixe que porqué
interlineaua los contratos,
enojandose me tiró con la pluma
vn tildon por el rostro que me hizo
esta señal que ves aqui que tardó
vn mes en se me sanar; y de alli
me fue a casa de vn mercader y
demandéle me diesse vn poco de
paño de que me vestir, y él luego
me lo puso en el mostrador, en el
qual, avnque de mi naturaleza yo
tenía ojos más perspicaces que
de linçe, no le podia ver, y
rogandole que me diesse vn poco
de más luz se enojó. Demandéle
el preçio rogandole que tuuiesse
respecto a nuestra amistad, y
luego me mostró vn papel que
con gran juramento juró[1075] ser
aquel el verdadero valor y coste
que le tenía, y que por nuestra
amistad lo pagasse por alli; y yo
afirmé ser aquellos lexos de mí, y
porque no me entendio esta
palabra que le dixe me preguntó
qué dezia. Al qual ya repliqué que
aquel creya yo ser el coste,
cargando cada vara de aquel
paño quantas gallinas y pasteles,
vino, puterías y juegos y
desordenes en la feria y por el
camino auian él y sus criados
pasado quando fueron por
ello[1076].
Miçilo.—Y lo mesmo es en todos
quantos offiçios ay en la
republica; que no hay quien supla
las costas comer y beber, juegos
y puterias de los offiçiales, en la
feria y do quiera que estan; y halo
de pagar el que dellos va a
comprar.
Gallo.—De lo qual reçibio tanta
injuria y yra que tomando de vna
vara con que medir en la tienda
me dio vn palo en esta[1077]
cabeça que me descalabró
muy[1078] mal, y despues tendida
en el suelo me dio más de mil;
que si no fuera por gentes que
passaron[1079] que me libraron de
sus manos me acabara la vida
con su rabiosa furia; con que avn
juraua que se lo auia de pagar si
me pudiesse auer, por lo qual no
osé aportar mas allá[1080]. De alli
me lleuó mi madre a vn çirujano,
al qual rogo con gran piedad que
me curasse y él le dixo que
mirasse que le auia de pagar,
porque la cura seria larga y tenia
hijos y muger que mantener, y
porque no teniamos qué le dar, mi
madre me lo vntó con un poco de
açeyte rosado, y en dos dias se
me sanó. Fueme por todos
aquellos que hasta entonçes yo
auia tenido en mi familiaridad, y
hallé los tan mudados que ya casi
no los conoçia sino por el nonbre,
porque auia muchos que yo tenia
en mi amistad que eran armeros,
malleros, lançeros, espeçieros, y
en otros generos de offiçios llanos
y humildes contentos con poco,
que no se queria apartar del
regaço de mi madre y mio, vnidos
comigo; los quales agora aquellas
dos falsas hermanas[1081] los
tenian encantados, locos,
soberuios y muy fuera de sí, muy
sublimados en grandes riquezas
de canbios y mercaderias y
puestos ya en grandes honrras de
regimientos con hidalguias
fingidas y compuestas ocupados
en exerçicios de caualleros,
de[1082] justas y juegos de cañas,
gastando con gran prodigalidad la
hazienda y sudor de los pobres
miserables. Estos en tanta
manera se estrañaron de mí que
no los osé hablar, porque acaso
ayrados no me hiriessen y
uituperassen como auian hecho
los otros: y porque pareçe que los
eclesiásticos auian de
permaneçer en la verdadera
religion y que me acogerian me
fue a la iglesia mayor donde
concurren los clerigos y
saçerdotes[1083] donde solia yo
tener muchos amigos; y andando
por ella a vuscar clerigos no hallé
sino grandes cuadrillas y
compañias de monas o ximios
que me espantaron. Los quales
con sus roquetes, sobrepellizes y
capas de coro andauan por alli
cantando en derredor[1084].
Marauillauame de uer[1085] vnos
tan graçiosos animalejos criados
en la montaña imitar[1086] todos
los offiçios y exerçiçios de
saçerdotes tan al proprio y natural
a lo menos en lo exterior; y
viniendo a mirarlos debajo de
aquellos vestidos eclesiasticos y
ornamentos benditos descubrian
el vello, golosina, latroçinio, cocar
y mofar, rustiçidad y fiereza que
tienen puestos en su libertad en el
campo[1087].
Acordéme auer leydo de aquel
rey de Egipto, de quien escriuen
los historiadores[1088] que quiso
enseñar a dançar vna quadrilla de
ximios y monas, vestidos todos de
grana, por ser animal que más
contra haze los exerçiçios del
honbre; y andando vn dia metidos
todos en su dança, que las traya
el maestro ante el Rey, se allegó
a lo ver vn philosopho y echó
vnas nuezes en medio del corro y
dança; y como conoçieron los
ximios ser la fruta y golosina,
desanparando el teatro, maestro y
Rey, se dieron a tomar de la
fruta[1089] y mordiendo y
arañando a todos los que en el
espectaculo estavan, rasgando
sus vestidos echaron a huyr a la
montaña, y avn yo no lo pude
creer que aquellos eran
verdaderos ximios y monas si no
me llegara a vno que representó
mas sanctidad y dignidad al qual
tentandole con la tenta en lo
interior, rogandole que pues era
saçerdote y me pareçia más
religioso, me dixesse vna missa
por mis defuntos, y pusele la
pitança en la mano, y él muy
hinchado me dio con el dinero en
los ojos diziendo que él no dezia
misa, que era vn arçediano, que
no queria mi pitança; que sin dezir
misa en todo el año passaua y se
mantenia él y vna gran trulla de
honbres y mugeres que traya en
su casa[1090]; y como yo le oy
aquello no pude disimular tan
barbaro genero de ypocresia y
soberuia, viendo que siendo
mona representara vna persona
tan digna y tan reuerenda en la
iglesia de Dios[1091]. Acordeme de
aquel asno cumano, el qual
viendose vn dia vestido de vna
piel de leon, queria pareçer leon
asombrando con grandes
roznidos a todos, hasta que vino
vno de aquellos cumanos que con