A

firm that invests in a strong IS development team is making an investment in

organizational complementary assets.

Laws

and regulations creating fair, stable market environments are examples of

complementary social assets required to optimize returns from IT investments.

There

is little variation in returns on IT investment across firms.

UPS's

use of web-based tools that allow customers to embed UPS functions such as

tracking and cost calculations into their own website is an information systems

solution used to achieve customer intimacy.

Intranets

link different systems and networks within a firm.

Creative

work driven by new knowledge and information is a significant part of

management responsibility.

All

business processes are always formally documented by an organization.

You

need to know something about the hierarchy and culture of the company in order

to understand how a specific business firm uses information systems.

Knowledge

workers make long-range strategic decisions about products and services.

Information

technology (IT) consists of all hardware and software that a firm needs to use

in order to achieve its business objectives.