UNIVERSITY OF NAIROBI
MANAGEMENT INFORMATION SYSTEMS SEMINAR
GROUP MEMBERS
NAME
REG NO.
BRIAN OKETCH
D61/75558/2012
SAMUEL KAMIRU
D61/64577/2013
DAVIS NDAMBO
D61/61046/2013
AREAS
• SOCIAL CAPITAL THEORY
• INFORMATION TECHNOLOGY AND CUSTOMER SERVICE
• ENTERPRISE CONTENT MANAGEMENT
Social Capitalist
Theory
ORIGIN OF CONCEPT
SOCIAL CAPITALISM is an ideology based on combining the best of practical
socialist ideologies and the best of capitalist ideologies to foster a more ideal
society and supporting government.
SOCIALISM
A system of social organization that advocates for the ownership and control
of the means of production and distribution of capital, land and other
valuable resources in the community as a whole.
CAPITALISM
An economic system in which investment in and ownership of the means of
production, distribution and exchange of wealth is made and maintained
chiefly by private individuals or corporations
The aim of such reality would in effect establish a more effective balance
between power and money among society. Such harmony would allow for
the society to provide the highest level quality of life possible in the world.
How well a society can be best supported by business and government will
determine who is the winner.
SIMPLEST EXPLANATION OF SOCIAL
CAPITALISM
You need a job. If you know someone at the company where you are
applying and this connection helps you get the job at the company, you
have used social capital.
Social capital can also have negative effects. For example, if a social network
is used for manipulative or destructive purposes that will affect the
economy negatively, such as when a group colludes to fix market prices.
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PRINCIPLES OF SOCIAL CAPITALISM
Both capitalist (private sector) and socialist (public sector) ideologies co-exist
to best support society via the balance of both being managed by the
government.
Government has the role to support the populist decisions made by citizens via
tools such as referendums, petitions, online voting, etc.
Everything is divided into two tiers – private and public
Government is transparent and serves the population by implementing
decisions. Government cannot be blamed for decisions but rather for poor
implementation.
A key “effectiveness” measurement of one social-capitalist State and another
is based on the level of cooperation between the private and public sectors. If
either has a better business model - the better one wins. If a private company
can run the Kenya Postal Services better than the government, then the
private sector can own it. Likewise, if the government can run EABL better
than the private sector, then they can do the same. In either case, society
dictates.
UNEMPLOYED VS. NON-PRIVATE
EMPLOYED VS. NON-LABOR
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•
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Unemployed
In social capitalism the
notion of being
unemployed because a
citizen cannot be hired
by either the private or
public labor tiers does
not exist. To be
unemployed is the
choice of the individual.
Unproductive, nonbeneficial yet able
citizens who chose to be
unemployed do so at
their own expense.
The public sector cannot
eliminate able citizens.
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Non-Private
In social capitalism if you
are not employed by the
private sector you are
automatically employed
by the public sector. To
be unemployed remains
a choice.
The public sector
employees all able nonprivate citizens. Labor is
provided to all though
not always relevant to
prior work experience or
education.
Non-Private employees
support society however
possible for the benefit
of all.
Non-Labor
•
•
In social capitalism this
refers to all citizens and
residents that do not
qualify for work due to
age, ability, education,
immigration,
handicapped, prisoners,
etc.
Examples include:
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Retired Senior Citizens
Underage Children
Sick & Injured
College/University Students
Pregnant & Nursing Mothers
Criminals In Jail
Non-residents
SOCIAL CAPITAL PARADIGM
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Paradigm: A theory or a group of ideas about how something should be done,
made, or thought about. The social capital paradigm describes the influence of
relationships on social, emotional, and economic transactions.
Much of human behavior does not appear to be motivated by selfish
preferences for increases in physical goods and services. Examples of such
behavior include donations to charities, putting oneself in harm's way to
protect a friend or family member, unwillingness to move from one's community
for a significant pay increase, offering preferential terms of trade to friends in
exchange for physical goods and services, gift giving, volunteering, and
attachment to things with little physical value.
•
NETWORKS
Social capital exists in relationships. Networks can be used to describe the patterns
of relationships or where one's social capital resides. Sometimes we can create
networks inadvertently as we seek to perform tasks requiring collaboration. We
believe that social capital is more than a side effect: Individuals and groups can
consciously work to strengthen it. For example, a basketball players from different
parts of the world can decide to play a strictly passing game before choosing one
player to shoot the ball.
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Networks resolve the conflict between those who believe groups influence
individuals versus those who believe groups reflect individual preferences.
A network may discourage opportunistic behavior by one member of the network
because the cost of doing it would be condemnation from all other members of the
network. Thus, networks can perform an important function in maintaining accepted
rules and norms and provide a balance between individual and group preferences.
They can also restrict innovation and the ability to respond to changed
circumstances.
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INSTITUTIONS
Institutions are the rules that make ordered and meaningful exchanges possible.
They also establish property rights, membership requirements, rules for resolving
disputes, and procedures for establishing new institutions.
Institutions are the products of the collective response of persons in networks to the
actions of others. Institutions often grow out of norms that establish
responsibilities. Institutions also reflect the distributions of social capital and in turn
influence how social capital is developed in the future. Without institutions, chaos
reigns.
INSTITUTIONS
Institutions may be formal or informal. Rewarding good behavior or
punishing bad behavior through offering or withholding socio-emotional
goods or social capital can enforce informal institutions. Examples of
informal institutions are the ways households celebrate birthdays and
other special events, accepted practices for grieving, care of children and
the aged, and responsibilities for one another in times of distress.
Economic efficiency measured in physical terms is not always
produced when informal institutions organize exchanges (e.g., the
boss hires his sister's son though he is not a good worker). On the
other hand, economic efficiency may be increased through informal
institutions that require the boss's nephew to be loyal, where other
employees may be opportunistic.
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POWER
Power refers to one person's ability to influence the actions of another. We exercise
power through potential rewards or potential sanctions. Individuals' or groups'
power can be associated with the economic and physical resources under their
control. Human capital may provide power through one's superior skills or
knowledge.
The exercise of power may also include threats of exclusion: to refuse to do
business, to sue in court, or to disrupt a competitor's ability to earn income. Finally,
there may be extralegal forms of sanctions such as physical violence, not
respecting the property rights of another, or using falsehoods to create sanctions.
An individual's social capital provides another form of power. If one needs comfort
or encouragement, it helps to have caring friends.
USES IN MIS
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Social Educational Forums e.g., http://math.com
Increased quality of life; good deeds lead to good feelings
To gain recognition from others in a similar field.
http://www.jstor.org/stable/25148667
RESEARCH PROBLEMS IN KENYA’S IS/ IT FORUM AND

No national
funding mechanism
for Research THEORY CAN SOLVE IT
HOW
SOCIAL
CAPITALIST

Staff commitment to research contingent invariably upon
opportunities or student
promotional
 Research Quality is often question
The mentality of “What’s in it for me” is in play
END
INFORMATION TECHNOLOGY
AND
CUSTOMER SERVICE
EFFECTIVE CUSTOMER SUPPORT
• Whether a company is a manufacturing or service industry, what
makes a competitive difference is the customer support and
service that is built around it rather than just the quality of the
product(cf. Henkoff,1994)
• Customer intimacy is becoming an increasingly acknowledged
strategic posture and traditional distinction between products
and services is becoming increasingly irrelevant. (Treacy and
Wiersema, 1995),(Haeckel,1994)
Evolution of customer support for complex
products
• Can be traced from way back in 1850s –(Singer Sewing machine)
• Traditionally thought to be After Sales Service.
• As competition gathered Momentum, companies started to bundle services
with the products.
• Many customer support innovation in the last 2 decades has come from
advancement of Computer and Telecommunication.
• Modern standards developed such as ITIL to support customer service
delivery.
Cont…
• This include and not limited to
1.Automated help Desk
2.Toll free hot-lines
3.Computer bulleting board systems
4.Remote online trouble shooting and
5.Internet(e.g. Sys Aid Server,TechConnect)
Operational objectives of customer support
system
• Provide consistent, accurate responses to customer inquiries
• Document and track all known problems and proven solutions
• Create centralized sources of information about customers, known
problems, solutions
• Assist in developing solutions to new problems
• Create a closed loop escalation process
• Promote cross-training of support staff
• Provide remote access for customers of problem solutions
• Improve call tracking and problem reporting
• Improve accountability and responsibility with clear audit trails
• Improve productivity of customer support staff
TechConnect New it-enabled customer support process
SOCIAL MEDIA
• Introduced a platform for customers to interact with
firms.
• Firms can collect data from social media regarding their
products and service.
• Firms can launch products in reaction to customer
response form social sites.
Other Customer support tools
• Applications such as :
1.Remote Desktop from (Windows)
2.LogMeln (Windows & Mac)
3.TightVNC (Windows & Linux)
4.TeamViewer (Windows & Mac).
5.UltraVNC(Windows)
Challenges
• Internet connectivity in developing countries
• A small portion of population are computer literate.
• Security(Internet is not safe)
• Relatively expensive.
END
ENTERPRISE CONTENT MANAGEMENT(ECM)
HISTORY OF ECM
• The Association for Information and Image Management (AIIM)
International, the worldwide association for Enterprise Content
Management, defined the term in 2000.
• Late 2005
•
Enterprise content management is the technology used to capture, manage, store, preserve, and deliver content
and documents related to organizational processes.
• Early 2006
•
Enterprise content management is the technology used to capture, manage, store, preserve, and deliver content
and documents related to organizational processes.
• Early 2008
•
Enterprise Content Management (ECM) is the strategies, methods and tools used to capture, manage, store,
preserve, and deliver content and documents related to organizational processes. ECM tools and strategies allow
the management of an organization's unstructured information, wherever that information exists.[1]
• Focus is on B2E (Business-to-Employee) systems
ENTERPRISE CONTENT MANAGEMENT
• (Late 2010) Enterprise Content Management (ECM) is the strategies, methods
and tools used to capture, manage, store, preserve, and deliver content and
documents related to organizational processes. ECM tools and strategies allow
the management of an organization's unstructured information, wherever that
information exists.
• Enterprise content management is a technology that allows you to take control
of your organization's important information, like documents, emails, invoices,
contracts and so much more.
• Terms associated with ECM - document management, BPM, case management,
imaging, records management, full text indexing
• The three types of ECM: web content management, collaborative content
management and transactional content management.
• Figuring out where your company’s ECM needs fit is possibly the biggest step to
identifying both the right solution and the right vendor.
ECM ensures agile information governance and reduces
risks in the enterprise. As a result enabling focus on
using information to drive growth and innovation
You can capture paper and electronic content from all
sources and use it to fuel processes across the
enterprise
Comprehensively manage documents and all types of
enterprise content to ensure rapid access
Simplified interface to eliminate the hustle for critical
data and actions thus improving adoption efficiency
and impact.
Provides users with seamless access from any device
and anywhere.
Improves productivity and operational efficiency by
streamlining business processes
Information is secured with controls to ensure
confidentiality, integrity and availability
Preserve valuable information as you defensibly get rid
of information that has reached the end of its life thus
ensuring compliance and accountability
COMMON TERMS
• Business Process Management
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Business process management (BPM) is the practice of using computer software to
assist a business with conducting its work.
• Document Imaging
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Converts paper documents into electronic format for both business processing
purposes as well as long term storage.
• Document Management
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Consolidates all of your organization’s information in one place and store it
electronically to it's easier to find the documents you need.
CONT…
• Records Management
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Assists in meeting legal retention requirements to help companies avoid fines,
unsuccessful audits and more.
• Software Integrations
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Integrating with other technologies, from electronic medical record systems to core
banking solutions, optimizes ECM solutions.
• Workflow Management
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Helps organizations efficiently assign work among employees by automating business
processes.
ECM EXAMPLE
BP EXAMPLE
Sales Order
Scenario: Start
and Finish
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Reduce operating costs;
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Eliminates the costs of printing, shipping and storing paper because your content is captured
digitally
Improves productivity by providing instant access to content and processes from anywhere, even
a mobile device
Speeds up processes by automating predictable decisions and providing useful tools to manage
all the surrounding tasks, activities and case work, allowing you to increase productivity without
increasing staff
Improve customer service
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BENEFITS OF ECM
Recovers time spent searching in multiple locations for documents, and waiting for files to be
pulled and delivered
Allows customers, constituents and students to complete forms and make requests online
Provides online real-time visibility into status of requests, transactions and orders
Minimize risk
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Allows easy enforcement of your security policies and tracks all access and activities
Facilitates reporting and auditing on the information you do and don't have
Automates your retention and records management requirements
REASONS FOR ECM
• Help Your Company with Regulatory Compliance; With the increasing levels
of compliance regulations and required audits, both internal and external,
keeping track of necessary documents is more important than ever;
Increases response to changing compliance regulations and instantly
distributes updates; Stores and communicates changes without copying
and handing out changes; Provides high-level safety and compliance
dashboard to your compliance officer to reduce risk in real-time; Manages
the retention of stored documents according to pre-defined rules to support
compliance and minimize legal risks
• Increase employee productivity with business process automation and
ECM; There’s a story we tell around the office about a client that, prior to
implementing an enterprise content management system, had a unique
way of shuttling files between offices: a full-time employee on a golf cart.
WHY ECM?
ECM COMPONENTS
• The value of ECM goes way beyond simple scan, store and retrieve
solutions. In fact, these six categories of ECM - these building blocks encompass the functionality present in an ideal solution:
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Capture, Process, Access, Integrate, Measure, Store
• When your solution includes elements from each of these categories, you
will get the maximum value possible.
CONT…
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Capture
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Process
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Your ECM solution should integrate with all your critical business applications
Measure
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An ECM solution should allow you to access your important information quickly and easily. And everyone
who needs access to this content should be able to easily, from anywhere.
Integrate
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ECM promises to optimize your processes, driving efficiency by eliminating wasted time.
Access
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Your ECM solution should be able to capture any file type from any physical location, and automatically
classify your documents.
Your ECM solution should allow you to monitor and report on the information and activity within your
solution, without involving IT or database administrators.
Store
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An ideal ECM solution will provide affordable redundancy of your data, and have your retention policies
running automatically behind the scenes.
CHOOSING ECM
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Make sure the solution will meet your needs now and in the future. When evaluating an
enterprise content management product consider the investment beyond the immediate
need it solves. Will my investment yield a return today (with known needs) as well as
tomorrow (where needs are unknown)? An ECM solution should easily accommodate your
organizational changes over time.
• The following are things to keep in mind when getting an ECM
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What To Expect; The right ECM solution will help you save time and money, as well as
stay competitive in your industry and among your peers.
Deployment; ECM vendors offer a wide array of functionality, but few offer multiple
deployment options, like ECM in the cloud.
Conversions; Discover how you can reduce costs, align with IT investments, gain new
efficiencies and mitigate risks.
Creating an RFP; Find out how to create a request for proposal (RFP) for your ECM and
business process software solution.
Choosing a Vendor; Knowing a customer’s industry is as important as enterprise
content management and document management expertise.
TRANSACTIONAL CONTENT MANAGEMENT
• A system of record for managing process-related documents.
• If you have a lot of physical documents – insurance claims, medical records,
government forms, payroll, student admissions – and you need a more
efficient way to capture, process and access those documents.
• TCM is sometimes known by different names – document management,
document imaging and others – that are more parts of the TCM picture than
the picture as a whole.
CONT…
• TCM lets you:
• Capture documents in any format – including paper, e-mail, mainframe
reports and e-forms
• Manage content according to your organization’s business rules and gauge
the health of processes in real-time
• Store, organize and track your content so documents are there when you
need them
• Deliver documents as soon as they’re needed so processes run fast and
costs stay low
• Preserve and protect your documents so you meet and stay in compliance
with internal and external standards
COLLABORATIVE CONTENT MANAGEMENT
• A system designed to process and assist the simultaneous creation of
content by multiple authors across a network-based infrastructure.
• Maybe you work in a pharmaceutical company or financial services
organization that demands several people work on the same document in
various iterations and those folks are miles – or even oceans – apart.
• This solution allows for an entire team to work off the same master
document, tracking changes, saving minor drafts and embedding files.
• If your business relies on key business knowledge and research that you
continually duplicate (i.e., reinvent the wheel), and more and more often
your employees telecommute
• Collaborative CMS will allow you to create “shared workspaces”
• A system designed to process and assist the simultaneous creation of
content by multiple authors across a network-based infrastructure.
CONT…
• But here’s a simple way to picture it. Imagine a table with a blank piece of
paper in the center. Now picture a group of people around the table, each
with his or her own pencil and eraser. One after the other, each person gets
time with the document – to write something new, correct a remark, add an
image, review, approve and sign off on the document. In the end, there
aren’t multiple documents on the table. Just one. The one everyone works
• Collaborative content management – sometimes called collaborative
document management – is the same thing, only living in a digital world
where a software or online portal serves as the table and the group around
the table is, in reality, sitting anywhere in the world, working on the
document at any time of day.from.
WEB CONTENT MANAGEMENT
• If you woke up this morning sweating about whether your customers can
easily find valuable content on your company’s website, or have doubts
about your employees’ ability to simply and efficiently manage that
content, then start shopping for a web content management system.
•
web content management (web CMS) is a software business solution that
allows consistent control of website look and feel – brand, wire frames,
navigation – while giving several content producers the ability to
dynamically create and publish content – articles, photo galleries, video and
so forth.
CONT…
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User experience: Make sure the system you choose offers simple, built-in text editors and
the ability to add pre-defined functionality to the page. Make sure any training necessary
isn’t too complex for non-technical employees.
Scalability: As your business grows, so should your web CMS. As business booms, you’ll
discover the need to add more content, more functionality and the desire to branch off
with niche sites.
Content Tools: Make sure you can control what, when and how content is published.
Chances are, as your business grows, more editors, writers and content creators will have
access to the CMS. You want to make sure the tools to control content workflow are in
place.
Support and Updates: Understand the level of technical support you will receive from the
makers of your web CMS system (some? none?) and be comfortable with your choice. Also,
make sure you are notified when updates to the software occur – and that you have easy
access to those updates.
BUSINESS NEEDS FOR ECM
• Information Governance
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Information governance is about managing and protecting your information to make
sure it’s working for and not against your organization.
Enterprise information is growing at an exponential rate, with business applications
moving from the desktop to mobile devices and where information itself resides
anywhere – on premises or in the cloud. The firewall is no longer the "boundary" of the
business, making it harder than ever to enforce information management policies and
ensure compliance. To compound the issue, with this explosion of enterprise content,
it’s harder than ever for business users to find the information needed and ensure its
accuracy and integrity.
Successful Information Governance programs demand that companies balance the
needs and priorities to mitigate legal and business risk, take advantage of information
to drive business value, and minimize the costs of managing information.
SAMPLE ECM SOLUTIONS
• Microsoft SharePoint
• Oracle Corporation; Oracle Content Management
• Laserfiche
• OpenText
• Open source ECM products include
•
Alfresco, eXo Platform, LogicalDOC, Sense/Net, eZ Publish, KnowledgeTree, Jumper
2.0, Nuxeo, and Plone.
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ECM TRENDS, 2014
Hybrid cloud-based ECM; ECM and cloud-based file sync and share
services will come together in hybrid ECM solutions.
Integration with business applications; it serves true business functions
when it can be integrated with other business applications such as customer
relationship management and enterprise resource planning software.
• Content apps that automate workflow; ECM users want software to help
them automate tasks and optimize business processes.
• Mobility; Remote employees, third parties and workers on the road have
placed serious pressure on the ECM software market to enable mobile
capabilities.
• Information governance; issues have forced this shift, from compliance
requirements to new security threats to cloud computing and mobility to
the increasingly boundary less nature of enterprises today.
THANK YOU…