Microsoft ERP system
The Features, Roles and Issues of MIS in Starbuck
- Starbucks Business Nature
Introduction
The rise of Starbucks from a single coffee store in Seattle’s Pike Place market to a Fortune 500 company (number 261 on Fortune’s 2009 listing) is now an American business legend (Nykiel. 2007). The owner-managers of Starbucks were Gerald Baldwin and Gordon Bowker, former University of San Francisco students who had been running the company for 10 years. The Company sells whole bean and ground coffees, including the Starbucks and Seattle’s Best Coffee brands, as well as a selection of premium Tzo teas and other related products, to institutional foodservice companies that service business and industry, education, healthcare, office coffee distributors, hotels, restaurants, airlines and other retailers.
Corporate Social Responsibility in Starbucks
The company ensures an exchange of ideas about activities that occur within the organisation. This considers all stakeholders including the senior managers and other employees. Similarly, the society is imperative in establishing links and social purpose. The company’s CEO did not just approach the human resource management considering the corporation’s employees as major players in transmitting the company’s experience. This is also section of a wider perspective of an ordinary humanity. In addition, conflicts present indicate the moral rights and obligations among firms and other shareholders, societal differences and the state. This brings out moral conflicts in their universal business engagement. As a result, the stakeholders of the company seem to reduce their level of standards as situations come. Employees in this company have an imperative role in establishing and maintaining the company’s experience. The main objective of this corporation is to not only focus on brewing and serving good coffee but also identify clients in exceptional ambiance of the coffee shop.
The multinational corporations have to be cautious with the challenges posed before them. The manner how leadership exercised through administrative contribution, and to make the improvement to prevent the wasting and the practice of fair marketing, in contradiction to corruption like facilities of the payment add up to the tendencies against human values and falling subject to submission for moral challenges in the society.
In this company, the management acknowledges that progressive operations imply a transformation and therefore, every person should contribute towards organizational success from an individual point of view (Griffin, 2012). On the other hand, specific employees recognize three steps that are crucial for change. These steps include unfreezing, movement and freezing that are essential in the corporation’s profitable endeavor. Because of this, the coffee shop strives to reduce obstruction to tactical renewal as it maximizes opportunities to transform the entire field of operations. This is through accentuation of the unfreezing process. An imperative step towards profitability of the firm is realization of the basics of transformation and implementation of the changes already prevalent within the labor force. Health care provision was a changing activity in the fairness of the company’s product that led to exceptional trust from consumers (Stair & Reynolds, 2012). The management ensures interlinked stakeholders’ moral values that should be created with clients.
Another core value of the company is the dynamic stability. This assures submitting change based on sections in the firm and involvement with more staff members will gradually bring tinkering and kludging. This implies that employees receive updates on the future changes since they are key players for resultant transformations. For purposes of taking the company to greater heights, the management ensures gathering of responses on a daily basis through interaction with employees. As a result, the business considers successful results in the technical reform submission.
Operations Management in the Company
In this company, the focus is to integrate company operations and the supply chain techniques. To carry out such activities, managers make critical decisions inline with process design as well as infrastructure required for the processes. The design involves selection of suitable technology, shaping the process through time, establishing the function of inventory in the operations, and locating the operations. Decisions concerning design focus on the rationale concerning planning and control systems and other quality assurance tools like the payment structure (Stair & Reynolds, 2012).
Firm operations capabilities are portfolio best suited to adapt to the changing product and or service needs of a firm’s customers. The company is strategically positioned and has a cluster of more than twenty stores in the urban centre this is perceived as improving the experience through creation of domestic “Starbucks buzz” and facilitation of loyalty of clients. Starbucks’ analysis of sales by individual store found little evidence that closely located Starbucks stores cannibalized one another’s sales (Nykiel. 2007). Recognizing that convenience of location was critical to driving sales, Starbucks began adding drive-through windows to some of its stores and locating stores specifically to capitalize on drive-through customers.
The stores within this company indicate a unique service provision in the neighbourhood. As a result, all stores have one thing in common imbedded in the company’s history as well as mission statement. In addition, these stores have a unique infrastructural design, which offers not only slow sociability but also effectiveness over time. This is imperative for the well-being of natural taste of coffee. The designers employed an exceptional blend of natural wood that is richly layered and has colours that depict the earth. On the other hand, the company has a wide range of stores accountable for the design of the shops, furniture and outlook of the corporation’s retail shops. This is because Starbucks’ customers are specific in their tastes. This makes them to analyse everything within the company and therefore design is paramount to profitability and customer retention (Nykiel, 2007).
Although the company positions itself well to attract clients, there are prevalent conflicts of interest especially concerning staff interaction. This developed to a high level that it is normal to find people within the organisation having disagreements. As a result, the management focuses on training personnel specifically positioned to handle such conflicts. Similarly, it is the company’s requirement for all senior managers to undergo training that enables them to handle different points of view.
Corporate Strategy of Company Issues to Do With Diversification
The company exists in an epoch of rapid and spectacular change where fundamental alteration in consumers preferences, tastes and subsequent anticipation and demand, advancement in technologies, competitors with innovative business representations, a number of shifts in labour force demographics and standards, fresh collective demand and limitations. Business entities ought to answer to the outside dynamics so that to develop and sustain exceptional performance (Stair & Reynolds, 2012). Diversification was realised when Schultz introduced “the romance of the Italian coffee bar” and recognized the opportunity for Starbucks to be a place where people would come to share the experience of drinking great coffee rather than simply to buy coffee beans.
Creative approach is an essential advance in gaining market share and successes in business. The dissimilarity amid width of position and depth of awareness recollections relates to the imaginative and perpendicular wisdom. Central to Starbucks’ strategy is Schultz’s concept of the “Starbucks Experience.” Starbucks stores-like the original Giornata coffee bars were founded on Schultz’s idea of creating a “third place”: somewhere other than home and work where people could engage socially amidst the shared experience of drinking good coffee. With the addition of Wi-Fi, Starbucks stores become a place to work as well as to socialize (Oz, 2009).
The contrast also is clear in divergent and convergent inventiveness. The industrious dilettante dichotomy is in creativity strategy theory. Creativity calls for mental brainstorming and critical thinking in such a way as to bring cross-fertilisation of ideas when operating across a set of connections of enterprises. Further, a creative capacity to flexibly apply creative thinking between fields of domains by means of multiple contacts may perhaps result in generation of an idea (Stair & Reynolds, 2012).
Strategic renewal in organisations has proved to be successful. The change requires wide-scale innovation, recreation, and redesign of enterprise processes and organisational structures. Strategic renewal will be effectively adopted if the company embarks more on publicizing a new strategy, but stretch further and implement the new organisation capabilities using the effective resources, employee ability, and skills, which have to be advanced in the same line as well.
Finance Position
Company-operated retail revenues increased due to the opening of 236 new
trade stores within a duration of 12 months, constructive overseas money conversion rates, mainly on the Canadian dollar, and equivalent 2% growth for fiscal 2008. Starbucks’ financial results for the year ending September 2008 revealed the damage done by the economic downturn to same-store sales and margins.
However, it was the results for the final quarter of 2008 that showed just how badly
Starbucks was being hurt: net income was down by almost 70% and the company had experienced its first ever decline in quarterly revenues. The announcement prompted a 33c decline in Starbucks’ share price to $9.33. Chairperson and CEO Howard Schultz commented (Khosrowpour, 2006). In the midst of the deteriorating universal customer surroundings, Starbucks is following a strong design to reinforce the company through processes that are more efficient and through safeguarding the elementary potency of the brand.
Starbucks strives to enhance discipline and dogmatism essential in maintain the values of shareholders and embracing steps to impress the clients even in challenging situations(Khosrowpour, 2006). Operating margin decreased primarily resulting from to higher occupancy costs driven by continued growth of warming programs in Canada, elevated supply costs and higher building maintenance expense due to store renovation activities. In addition, restructuring charges of $19.2 million recognized in fiscal 2008 had a 90 basis point impact on the operating margin, nearly all due to the closure of 61 Company-operated stores in Australia (Stair& Reynolds, 2012).
Core Value
In any company, a clear vision statement is imperative in offering information that assures job security promotions. This is for purposes of reducing unemployment rates in the world. On the other hand, this assures integrity and delivers updated information or program operation. Additionally, this fosters micro and macro environment of elevated universality where workers and customers can access job opportunities from around the world.
The company is dedicated to sell only the best whole-bean coffees and coffee beverages. To guarantee conformity with its thorough coffee standards, Starbucks controls its coffee purchasing, roasting, and packaging, and the allocation of coffee utilised in its operations. The firm buys green coffee beans from coffee-producing regions around the world and custom roasts them to its exacting standards.
Competitor Profile
The provision and value of coffee are subject to considerable volatility. Even though a wide range of coffee sells in the product marketplace, Arabica coffee from high altitude of superiority sought by the Company tends on consultation basis at a considerable quality above product coffee rates, based on the commodity price. Distribution and cost rely on a diversity of aspects in the production states. This factor include climate, political and financial aspects. Similarly, green coffee costs in the past have received a great impact, which may affect the prospect through activities of certain firms, and associations that have previously tried to manipulate rates of green coffee through contracts instituting export quotas or by limiting coffee supplies.
The Management Information System Used in Starbucks
A MIS is a computer system meant to aid managers in the planning and directing of business activities in any form of organisation (Oz, 2009). The MIS is also important for a firm’s operations through provision of reports and access to the firm’s data. A wide range of organisations depends on a number of management information systems. These systems include:
- The Transaction Processing System that fundamentally helps the managers at the operations level
- Decision Support System, which focuses on the management of data, analysis of the information for purposes of making imperative decisions within the firm
- Executive Support System significant for communication purposes that help the company at the strategic level
In the case of Starbucks Coffee Corporation, the management depends on the information management system known as IRIS. This system has two major components within which it operates. The system has the point of sale system (POS) (Oz, 2009). This system otherwise called the front of house until system serves a number of functions that are accessible only to the store managers, assistant managers and the shift supervisors. In addition, the system is vital for regular registers with the right level of security. The second component of the IRIS is the manager workstation, otherwise called the back of house computer system. This system puts together and reports all the information kept for efficiency in management of all parts of the store business. The manager workstation displays all the diverse activities going on in the IRIS. Some of this information is only accessible by stakeholders using the right security by typing in the correct username and password.
Starbuck’s information system partners
In the company’s information management systems or the IRIS, there is a point of sale, which has two touch screen points. This point is used by set out stakeholders. The partners have to use their username and password at any time they want to get information from the database of the corporation (Oz, 2009). From this point of sale, it is possible for the management to access a variety of manager’s activity menu. For instance, they can access the paid in, paid out and refund to clients. The most significant function of the managers’ activities is to ensure security measures when it comes to management of finances as well as inventories controlled in the store. Incidence of paid in and paid out happen when the money comes from the till to purchase goods needed for the store operations or any form of emergency in the company. There are still other functions on the point of sale menu like Cash Skim, Void Transactions or refunds, which emanate when cash is refunded because of complaints or in the case, clients return faulty goods. The company’s management information system is imperative particularly in the recording of wastage. Essentially, the Point of sale activities focuses on clientele service, sales, refunds, discounts, and voids (Oz, 2009).
When items ring through the tills, information like time, client transactions, food quantity as well as drinks purchased, and the amount of items wasted are taken to the Management Work Station. This is where such data is stored, examined and reproduced in the form of reports, graphs, charts or other diagrams. In this case, the Manager Work Station is accessible in the office that has a computer connected to the intranet. The intranet is a personalised communications channel for all workers of the company. This enables them to access the network of the company, which looks like the internet (Oz, 2009). This level still requires that the employees login the system by use of their passwords and stakeholders ID. The company’s MIS identifies security categories and allows accessibility of the function assigned to the security category.
In addition, the company has normal stakeholders that access the database at the level of time punching. This functions records members punches during their ins and outs for breaks or shifts. This function as well runs the daily beginning and ending of activities in the company. Contrary to this function, the managers of the corporation have their individual function in which shift managers can access fiscal management utilised to count tills, modify transactions and prepare bank deposits on a daily basis (Khosrowpour, 2006). Similarly, the MIS for the company has a menu for available reports. Store managers making follow-ups on sales can only access this menu. It also establishes clientele transactions at different times ascertain sale by product type, record wastage and perform fiscal audit on the profitability of the company.
All the data found in the company’s MIS is imperative for the store managers to establish business needs as well as customer requirements. This is important for the identification of peak seasons in the store, increase or makes changes to ordering of goods, control wastage and make follow-ups on stock movement. The ultimate issue is to ensure relevant decisions are made on whether it is crucial to reduce on the labour force so that the corporation runs profitably. Another advantage of the MIS for Starbucks is that it enables managers to access employee information in addition to individual data in the workstation. In this case, they insert new personnel, end partnership, maintain records of employees, follow-up on staff training, and process payrolls (Oz, 2009). After processing the payrolls, this information moves to the support centre so that partners are paid. As a result, the store managers and shift supervisors can utilise the IRIS system to prepare electronic orders for food, stationery as well as packaging. Within the same system, there is room for using e0mail put in place to communicate with the Headquarters supervisors in London Support Centre. This is the same case with other stores within the same district and beyond. It is clear that the MIS integrates all stakeholders making information accessibility easy for managerial purposes.
Through the company’s MIS system, one establishes functions of the managers of Starbucks Inc. In the first place, these people are charged with that responsibility of planning. In the planning process, the managers set goals and make decisions on the most appropriate technique to attain objectives of the company. From the company’s profile, there is careful planning through the MIS system that aids in reduction of uncertainty. It also identifies attention on objectivity and removes unproductive efforts, and ensures suitable management of the organisation (Khosrowpour, 2006). Similarly, through the management information system, managers are able to organise activities within the company. Aims and objectives are transformed into reality in this manner. Communication, which is essential for exchange of information in the company, becomes easy due to the IRIS. This ensures successful decoding and encoding of messages to the relevant stakeholders within and outside the company.
At Starbucks, the IRIS system offers a wide range of reports useful in management of store profitability. Such information or reports are perceivable on the computer monitor or otherwise printable for review. In addition, the reports are accessible through the company’s archives(Oz, 2009). As a result, these reports help managers of the respective stores to prepare short-term and long-term budgets for the prospective inclination of the corporation.
In any organisation, clientele needs are central to profitability. Because of this, the management information system of Starbucks is critical in identification of such needs by the managers with accurate reports. The ultimate target of such reports is to improve on implementation of sales, marketing techniques and plan production according to real demand within the market segment. The MIS system could not function without the hardware part of the computer system (Stair & Reynolds, 2012).This reveals the fact that the company has two kinds of modem used on the hardware section of the information management system. For the management of data, the company relies on the speed touch cable modem and the ISDN modem.
The Speed Touch Cable Modem
Integrated services digital network
IT Enabled Business Process at Starbucks
Starbucks is a business entity seeking to grow and expand rapidly in relation to the global perspective of an international company. This is through the ability to increase its coffee sales. In order to increase their coffee sales, the organization has the opportunity to invite more consumers on a daily basis to their facilities through quality services and high standards during production. Another option available for adoption and implementation by the organization is the chance to increase target demographic and quantity demanded with reference to every visit by its consumers (Stair & Reynolds, 2012). Currently, Starbucks implements the information technology in the process of enhancing their performance in relation to the demands of the consumers. Through this system, the company is able to monitor and focus on the vital areas that increase sale a factor that reduce s inefficiency
The adoption of technology has been effective in the context of other crucial sectors within the company such as identification of the locations depending on the target demographic of the business entity. The implementation of technology is also crucial towards the achievement of quality management within the production and operation systems of the company. This is essential towards minimization of wastes during production thus the enhancement of the quality and standards of the products. Through this application, the company has the opportunity to meet the demands of its consumers and the ability to attract other potential customers with the aim of expanding the consumers’ base. The aim of the organization is to achieve competitive advantage within the market and industry through effective and efficient implementation of the information system and technology to execute e-commerce or transactions. Through technology, the organization has the chance to increase its consumers’ base and enhance efficiency and convenience in relation to service delivery.
In the modern setup, Starbucks Company is extensively ahead of the competitors through its applications of the facebook, iPhone, and iPad (Khosrowpour, 2006). These applications tend to automate the production and distribution services by the organization thus the ability to increase the total revenues and profit levels at the end of the financial year. The applications of the company are convenient and user friendly thus famous with the consumers seeking to enjoy quality and faster services within the market and industry. The application of technology is relevant to many mechanisms such as information technology, wireless networking (Wi-Fi), and communications with the aim of enhancing interactions both internally and externally within the context of the organization (Khosrowpour, 2006). The management of the Starbucks Company plays a crucial role in the identification of effective and efficient tools towards the transformation of the business activities and processes.
This contributes towards the success of economical advantage in the market creating an opportunity to meet the goals and objectives. Starbucks adopts and implements the essence of information technology to enhance the process of planning. This indicates that Information Technology is vital for the revelation of vital data to initiate the planning and adoption of new strategies towards the achievement of objectives and goals at the need of the financial year. Planning is the main aspect of growth and development of an organization. Effective application of technology in this aspect is crucial o the promotion of quality production and distribution processes by the organization. This increases the level of consumers resulting into more consumers and improvement in revenues and profit levels.
Starbucks applies the use of the internet to initiate and execute quality and effective advertisements with the aim of increasing the consumer awareness on the available products and services by the business entity. This is vital for the attainment of the goals inside the the industry. It is also crucial to implement information technology to enhance communication with the consumers, competitors, and partners within the market and industry. The application of quality communication systems is vital for the promotion of efficient interaction between the employees and within the market. Information Technology is also applicable in the identification and promotion or illustration of goals and objectives to the workforce. Starbuck also forms partnership with stable business entities to enhance their reach of the consumers (Khosrowpour, 2006). This is apparent in the program with the Hewlett Packard to provide the opportunity for consumers to enjoy their favourite songs.
This reflects the application of information technology to improve the level of interaction between the organization and the consumers. Employees also use technology to serve consumers. This is a manifest in the payment system. The automation of the process and procedures for the acquisition of products and services by the organization illustrates on the development and achievement of the business entity in relation to these mechanisms. It is also vital to enhance communication systems within the organization. The management of the organization applies information technology with the aim of passing the values, mission, and vision to supplement information on the goals and objectives towards organisation sucsess. Application of information technology is also essential towards execution of market research. The organization has the opportunity to obtain effective feedback from the consumers through quality application of information technology. This is vital for improvement on the weaknesses and threats that might be facing the business entity thus limiting its efforts in the achievement of goals and objectives. Social media is also a vital tool for marketing of the products and services of the organization.
The management of the Starbucks Company adopts social media technology to advertise, execute market research, and enhance the awareness of the consumer in relation to any change in the production and manufacturing systems and content. The application of technology and information system offers the chance to the organization to control its production levels thus an opportunity to eliminate wastes and improve the standards of operations.
Problems and Opportunities of Starbucks’ Current MIS
Problems facing the Current Management Information Systems in Starbucks
Despite the fact that problems facing the adoption and implementation of the Management Information System in Starbucks are few, it is ideal for the management to identify and develop quality solutions for the challenges. This is essential towards the achievement of rapid growth and development thus expansion of the business entity. One of the problems facing the MIS in the organization is the difficulty in achieving organizational change in relation to adoption and implantation of information system. The organization must plan for the accommodation of the new technology in its environment (Law, 2007). Change proves to be hard as some of the employees might decide to oppose the adoption and implementation of technology within the working environment. Another crucial challenge is the cost of adoption, implementation, and maintenance of the management information system within the context of the organization. The adoption, implementation, and maintenance of the system is const thus requires vast resources to accomplish inside the organisation.
The organization has to cover the cost of testing, analysis, and addition of new information systems with the aim of increasing interaction levels within the organization. The determination of the cost-benefit analysis of the implementation of technology also adds the cost on the MIS within the organization. This makes the initial aspect of information system during implementation and evaluation of relevant components to be pricey and demanding. The organization also lacks essential tools in relation to the determination and evaluation of accuracy levels. The other challenge in relation to adoption and implementation of information systems with the Starbucks is the essence of privacy and security issues. Information proves to be a valuable commodity within the context of business entity. Many responsibilities associate with the maintenance of data. The sensitive information availed through application of the systems should sum as serious data by the organization. Privacy should be the overriding factor in the decision-making process (Khosrowpour, 2006).
In addition, the essence of security of the information is fundamental for the achievement of goals and objectives by the organization. Maintenance of security of the information is costly to the organization thus draining the scarce financial resources. This indicates that the privacy and security of the data are challenges to the development and expansion of the coverage of the business entity. Most organizations in the contemporary economy prioritize marketing, accounting, and sales ahead of security and privacy issues thus costly in the case of breaching of the essential data. Malicious hackers have the chance to destroy the image or reputation of the organization through this private information hence putting the components of the business entity at risk. Security proves to be indispensable thus, its maintenance is a challenge to Starbucks as it attempts to adopt and implement effective information systems (Law, 2007).
Opportunities for the Current Management Information System in Starbucks
Starbucks has the opportunity to increase the consumers’ base though improved level of interaction with the actual and potential customers. Management Information System has the opportunity to enhance the quality and standards of production and operation processes within the organization. This is essential to the development of trust among the consumers thus increase in the volume of interaction in the company. It is essential to reduce the wastes during production to minimize the cost of production and improve standards in agreement with the demands of the market, industry, and consumers. Application of effective and efficient management systems has the opportunity to improve the profit and revenue levels in the process of minimizing the waste and enhancing the standards (Dessler, 2008).
Effective application of management information systems at Starbucks also offers the prospect for the business to eradicate redundancy in production, operations, and distribution aspects (Griffin, 2012). Reduction of redundancy contributes towards the saving approaches by the organization thus an opportunity to adopt economies of large scale. This is because of the decrease in the cost of production hence consumers will have the opportunity to access and enjoy cheap products at their disposal in the market. Starbucks also has the capacity to develop through the achievement of efficiency in the production, operations, and distribution sectors. The essence of advertisement will also address relevant issues thus a reflection of efficiency following the adoption and implementation of the management information systems. The efficiency of the data supplements the integrity of the information under the influence of the management information systems (Oz, 2009).
This will provide the opportunity for the company to reduce overhead costs while maximizing revenues and profit levels at the end of the financial year. The organization also has the capacity to enhance its competitive level within the market and the industry. Effective application of management information systems within Starbucks Company will enhance attempts by the organization to obtain competitive advantage over other key player in the coffee market and industry. This guarantees increase in the volume of sales, revenues, and profits hence higher market share than in the absence of the management information systems. Management information systems within the organization are also vital to the execution of essential decisions in relation to crucial strategies. This relates to the development of the goals, objectives, and relevant mechanisms to achieve over the stated timeframe (Stair, 2012).
Recommendations
In order to reap the benefits of the management information systems, it is ideal for the organization to focus on elements of privacy and security of the data. This is essential for the integrity and safety of the organization’s data. Security and privacy of the data will enable the organization to limit essence of malicious hacking thus the maintenance of its image or reputation within the industry. Security will also enable Starbucks to increase the volume of sales and its consumers’ base. This relates to the increase in the integrity and credibility of resources and their applications within the context of the organization. I would also recommend extensive evaluation on the benefits and cost of management information system in relation to application in the elimination of waste, advertisements, and enhancement of communication internally and externally. This exercise will enable the organization to save significant level of financial resources applicable in other sectors or programs by the business entity.
Elimination of waste will enable the organization to meet the demands of consumers and other relevant stakeholders within the business. It is also essential for the management to adopt and implement this effective technology advancement in the interaction with other business partners. This will enhance maximization of the relevant opportunities across the market and industry thus the chance to increase the volume of sales and revenues at the end of the financial year. It is also decisive for the business to apply management information system to plan and make critical decisions in relation to developmental strategies to achieve economic and economical advantages in the market. Management information system will enable the organization make rational decisions based on effective and efficient data.
I would also recommend extensive adoption and implementation of the social media technology to enhance attempts by the organization in meeting its goals and objectives. Social media technology proves to be a critical marketing tool in the modern technology thus should be essential towards the growth and development of the organization. The organization should train its employees on the importance of successful and proficient application of management information system. This will act towards reduction of resistance to change by employees in the process of evaluation and implementation of systems. Elimination of this resistance from the employees will enable the organization to save significant financial resources applicable for execution of other duties. Starbucks will have the opportunity to compete effectively with other key players.
References
Griffin, R. W. (2012). Management. Mason, OH: CENGAGE Learning Custom Publishing.
Stair, R. M., & Reynolds, G. W. (2012). Principles of information systems. Australia: Course Technology Cengage Learning.
Oz, E. (2009). Management information systems. Boston, Mass: Thomson/Course Technology.
Nykiel.A.R. (2007).Handbook of Marketing Research Methodologies for Hospitality and Tourism.New York: Routledge,
Dessler, G., & Phillips, J. (2008). Managing now!. Boston: Houghton Mifflin Co.
Law, W. K. (2007). Information resources management: Global challenges. Hershey: Idea Group Pub.
Information Resources Management Association., & Khosrowpour, M. (2006). Emerging trends and challenges in information technology management. Hershey, Penn: Idea Group.
World Summit on the Knowledge Society, & Lytras, M. D. (2010). Knowledge management, information systems, e-learning, and sustainability research: Third World Summit on the Knowledge Society, WSKS 2010, Corfu, Greece, September 22-24, 2010 : proceedings, part I. Berlin: Springer.
