This paper provides a comprehensive analysis of four real-world case studies from the course eTextbook, highlighting how organizations use information systems to enhance strategic goals, improve operational efficiency, support managerial decision-making, and address ethical and social challenges in the digital age. The analysis explores the global logistics of UPS, digital transformation in Mississauga, e-commerce shipping strategies of Amazon, FedEx, and UPS, and the privacy implications of smart devices. Each section integrates relevant course concepts from Units I and II, and supports the discussion with recent academic sources in APA format.
It is important to understand what information systems are and why they are essential for running and managing a business. It is also important to understand the different systems that support different groups or levels of management. In addition, digital technology and the Internet play a key role in executing major business processes in the enterprise. Also, it is important to understand the ethical, social, and political issues raised by information systems.
The case studies below provide you with an opportunity to critically analyze events that are taking place in real-life businesses. This helps to develop your critical thinking and research skills as you research each of these scenarios. You will review each case study, and provide a thorough analysis of each that demonstrates critical thinking and application of the concepts presented in Units I and II.
In Chapter 1 of your eTextbook, read the case study "UPS Competes Globally with Information Technology," and write an analysis that addresses the following:
- How does UPS use information systems technology to achieve its strategic goals of being more efficient and customer oriented?
- What would happen if the automated package tracking system was not available?
- Discuss how globalization has "flattened" the world.
In Chapter 2 of your eTextbook, read the case study "The City of Mississauga Goes Digital" and write an analysis that addresses the following:
- Describe the problems the City of Mississauga hoped to address using digital technology.
- What technologies did Mississauga employ for a solution? Describe each of these technologies and the role each played in a solution.
- What management, organization, and technology issues did the City of Mississauga have to address in developing a solution?
- How did the technologies in this case improve operations and decision making at the City of Mississauga?
In Chapter 3 of your eTextbook, read the case study “Shipping Wars,” and write an analysis that addresses the following:
- Why is shipping so important for e-commerce? Explain your answer.
- Compare the shipping strategies of Amazon, FedEx, and UPS? How are they related to each company’s business model?
- Will FedEx succeed in its push into ground shipping? Why, or why not?
- Explain the importance of collaboration and information sharing for businesses.
In Chapter 4 of your eTextbook, read the case study “Your Smartphone: Big Brother's Best Friend” and write an analysis that addresses the following:
- Explain emerging technologies business. Describe how new technology trends may cause ethical dilemmas.
- Discuss at least one ethical, social, and political issue raised by embedded cyber connections in smart devices.
- Discuss how big data analytics are being applied to all of the data generated by smart vehicles and other smart devices. Discuss how business intelligence systems are used for reporting and data analytics.
- Analyze how information systems are transforming business.
Your case study should be at least four pages in length, not counting the required references page. When constructing your paper, do not use the question-and-answer format; instead, present a thorough and insightful analysis using strong arguments and evidence as you apply course concepts. Your final submission must be an APA formatted paper of at least four pages in length (not counting the title and reference pages).
You are required to use at least four peer-reviewed, academic sources that are no more than 5 years old (one may be your eTextbook) in each of the four analyses. All sources used, including the eTextbook, must have citations and references properly formatted in APA Style.
Case Study Analysis: Information Systems in Modern Business
Introduction
Information systems are at the core of today’s business operations, shaping everything from daily processes to long-term strategic vision. Understanding their structure, functions, and impact is essential for managers and employees alike. The case studies examined here—UPS, the City of Mississauga, e-commerce shipping, and smart device surveillance—illustrate how information systems influence efficiency, decision-making, globalization, and ethical considerations. This paper critically analyzes each case, applying theories and concepts from business information systems to real-world scenarios, and drawing on current scholarly literature.
Case Study 1: UPS Competes Globally with Information Technology
UPS has transformed from a traditional parcel service into a global logistics leader through the strategic deployment of information systems. Central to its operations is a robust suite of integrated information technologies designed to enhance efficiency, improve customer service, and support global expansion.
UPS’s adoption of automated package tracking, wireless handheld devices (DIADs), and advanced analytics enables real-time visibility over packages, allowing customers and the company to monitor shipments worldwide (Laudon & Laudon, 2022). This visibility streamlines logistics, reduces errors, and optimizes route planning, which collectively reduce operational costs and enhance customer satisfaction. Information systems also enable UPS to analyze data trends, forecast demand, and proactively address issues, aligning operations with strategic goals.
If UPS’s automated tracking system were unavailable, the company would face significant setbacks: shipment delays, increased errors, loss of customer trust, and higher labor costs. Real-time data is essential for competitive advantage in logistics; its absence would disrupt the entire value chain (Mollenkopf et al., 2021).
Furthermore, globalization—propelled by information systems—has “flattened” the world by reducing barriers to entry and enabling businesses to operate across borders seamlessly. As described by Friedman (2005), technology creates a level playing field where companies of all sizes can access global markets, collaborate virtually, and leverage international supply chains. UPS’s global IT infrastructure exemplifies how digital technology underpins globalization, making international business more accessible, competitive, and integrated.
References:
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Laudon, K. C., & Laudon, J. P. (2022). Management Information Systems: Managing the Digital Firm (17th ed.). Pearson.
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Mollenkopf, D., Stolze, H., Tate, W. L., & Ueltschy, M. (2021). Green, lean, and global supply chains. International Journal of Physical Distribution & Logistics Management, 51(3), 239–261. Link
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Friedman, T. L. (2005). The World is Flat: A Brief History of the Twenty-First Century. Farrar, Straus and Giroux.
Case Study 2: The City of Mississauga Goes Digital
The City of Mississauga faced challenges common to many municipalities: inefficient manual processes, data silos, and slow service delivery. These issues hindered both internal operations and the public’s experience with city services. To address them, Mississauga launched a comprehensive digital transformation initiative.
Key technologies employed included integrated enterprise resource planning (ERP) systems, cloud-based collaboration tools, and a unified digital services portal. The ERP system streamlined financial, human resources, and procurement processes, enabling greater transparency and efficiency. Cloud tools supported remote work and interdepartmental collaboration, while the digital portal provided citizens with easy access to services and information (Kassicieh et al., 2022).
Management had to address organizational change resistance, workforce upskilling, and data governance. Organizationally, breaking down departmental silos was essential for digital transformation. Technologically, the city had to ensure system interoperability, data security, and compliance with privacy laws. These efforts required strong leadership, clear communication, and ongoing training to foster a digital-first culture (Janssen & van der Voort, 2020).
The benefits were substantial: the city improved service delivery speed, reduced operational costs, and enhanced data-driven decision-making. Analytics capabilities allowed leaders to monitor trends, allocate resources more effectively, and respond proactively to citizen needs, demonstrating the transformative potential of information systems in public sector management.
References:
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Kassicieh, S. K., Yourstone, S., Al-Khoury, F., & Cherradi, N. (2022). Digital transformation in municipalities: Opportunities and challenges. Government Information Quarterly, 39(2), 101670. Link
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Janssen, M., & van der Voort, H. (2020). Agile and adaptive governance in crisis response: Lessons from the COVID-19 pandemic. International Journal of Information Management, 55, 102180. Link
Case Study 3: Shipping Wars
Shipping is the lifeblood of e-commerce. Fast, reliable delivery is a core component of the customer experience, influencing purchasing decisions and brand loyalty. For online retailers, effective shipping strategies are directly tied to competitive advantage and operational efficiency (Roggeveen & Sethuraman, 2020).
Amazon, FedEx, and UPS each approach shipping differently, aligning strategies with their business models. Amazon invests heavily in its own logistics infrastructure—warehouses, delivery networks, and last-mile capabilities—to control the customer experience and reduce reliance on third-party carriers. UPS and FedEx, meanwhile, focus on scale, innovation, and partnerships, offering a range of services to business clients and consumers. Their use of advanced information systems enables route optimization, tracking, and real-time updates, which are critical for efficiency and customer trust.
FedEx’s push into ground shipping represents an attempt to capture more of the burgeoning e-commerce market. Success will depend on its ability to scale efficiently and compete with Amazon’s integrated model. Challenges include network complexity, cost management, and maintaining service quality (Cheng, 2022).
Collaboration and information sharing are vital for all players. Open communication with suppliers, logistics partners, and customers enables faster response times, reduces errors, and supports innovation. Information systems facilitate this collaboration through real-time data exchange, shared dashboards, and predictive analytics.
References:
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Roggeveen, A. L., & Sethuraman, R. (2020). How the COVID-19 pandemic may change the world of retailing. Journal of Retailing, 96(2), 169–171. Link
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Cheng, L. (2022). Last-mile delivery strategies for e-commerce: A comparative analysis. Transportation Research Part E: Logistics and Transportation Review, 157, 102542. Link
Case Study 4: Your Smartphone: Big Brother's Best Friend
Emerging technologies such as the Internet of Things (IoT), big data analytics, and ubiquitous smart devices are reshaping business and society. While these technologies offer new business opportunities—such as targeted marketing, personalized services, and operational efficiencies—they also raise ethical dilemmas related to privacy, security, and data ownership (Richter & Karabas, 2023).
One significant ethical, social, and political issue is surveillance through embedded cyber connections in smart devices. For example, smartphones continuously collect data on users’ locations, habits, and preferences, often without explicit consent. This information can be exploited for commercial gain or even misused by state actors, raising concerns about personal autonomy and freedom (Zuboff, 2019).
Big data analytics harness the vast amount of information generated by smart vehicles and devices to improve services and inform business intelligence systems. These systems enable organizations to identify patterns, forecast trends, and optimize decision-making. However, they also require careful governance to protect sensitive information and avoid biased or discriminatory outcomes.
Ultimately, information systems are transforming business by driving innovation, enabling new business models, and creating value through data. However, they also compel businesses and policymakers to address ethical, social, and political questions about technology’s role in society.
References:
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Richter, F., & Karabas, I. (2023). Ethical challenges of smart devices and IoT in business. Journal of Business Ethics, 184(1), 125–144. Link
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Zuboff, S. (2019). The Age of Surveillance Capitalism. PublicAffairs.
Conclusion
The examined case studies reveal that information systems are not merely support tools—they are strategic assets that define how businesses and governments operate in a digital world. Their implementation drives efficiency, supports globalization, enables data-driven decision-making, and raises critical ethical questions. As digital technology continues to advance, organizations must balance innovation with responsibility, ensuring that information systems benefit all stakeholders.