Management information systems: managing the digital firm
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, N.J.
Pearson u.a.
2006
|
| Ausgabe: | 9. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | getr. Zählung Ill., graph. Darst., Kt. 1 CD-ROM (12 cm) |
| ISBN: | 0131538411 |
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| 264 | 1 | |a Upper Saddle River, N.J. |b Pearson u.a. |c 2006 | |
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Datensatz im Suchindex
| _version_ | 1804134577167400960 |
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| adam_text | Brief Contents
Part One Organizations, Management, and the Networked
Enterprise 1
Chapter 1 Managing the Digital Firm 2
Chapter 2 Information Systems in the Enterprise 38
Chapter 3 Information Systems, Organizations, Management, and Strategy 70
Chapter 4 The Digital Firm: Electronic Business and Electronic Commerce 112
Chapter 5 Ethical and Social Issues in the Digital Firm 146
Part One Project Analyzing Business Processes for an Enterprise System 182
Part Two Information Technology Infrastructure 183
Chapter 6 IT Infrastructure and Platforms 184
Chapter 7 Managing Data Resources 228
Chapter 8 Telecommunications, Networks, and the Internet 260
Chapter 9 The Wireless Revolution 302
Chapter 10 Security and Control 340
Part Two Project Creating a New Internet Business 375
• * i ; oa Organizational and Management Support Systems for
the Digital Firm 377
Chapter 11 Enterprise Applications and Business Process Integration 378
Chapter 12 Managing Knowledge in the Digital Firm 414
Chapter 13 Enhancing Decision Making for the Digital Firm 456
Part Three Project Designing an Enterprise Information Portal 492
••• ,*. Building and Managing Information Systems 493
Chapter 14 Redesigning the Organization with Information Systems 494
Chapter 15 Understanding the Business Value of Systems and Managing Change 534
Chapter 16 Managing International Information Systems 570
Part Four Project Redesigning Business Processes for Healthlite Yogurt Company 599
International Case Studies 601
Hands On Guide to MIS 630
References Rl
Glossary G1
Photo and Screen Shot Credits PI
Indexes II
!
I
i
Contents
Part One Organizations, Management, and the Networked
Enterprise 1
Chapter 1 Managing the Digital Firm 2
Opening Case: DaimlerChrysler s Agile Supply Chain 3
1.1 Why Information Systems? 4
Why Information Systems Matter 4 • How Much Does IT Matter? 6 •
Why IT Now? Digital Convergence and the Changing Business
Environment 7
1.2 Perspectives on Information Systems 13
What Is an Information System? 13
Window on Organizations: Cemex: A Digital Firm in the Making 14
Window on Technology: UPS Competes Globally with Information
Technology 17
It Isn t Just Technology: A Business Perspective on Information
Systems 18 • Dimensions of Information Systems 20
1.3 Contemporary Approaches to Information Systems 25
Technical Approach 26 • Behavioral Approach 26 • Approach of This
Text: Sociotechnical Systems 27
1.4 Learning to Use Information Systems: New Opportunities with
Technology 27
The Challenge of Information Systems: Key Management Issues 28 •
Integrating Text with Technology: New Opportunities for Learning 30
Make IT Your Business 31
Summary, 31 • Key Terms, 32 • Review Questions, 32 • Discussion Questions, 33 •
Application Software Exercise: Database Exercise: Adding Value to Information for
Management Decision Making, 33 • Dirt Bikes USA: Preparing a Management
Overview of the Company, 33 • Electronic Commerce Project: Analyzing Shipping
Costs, 34 • Group Project: Analyzing a Business System, 34 • Case Study: Dollar
General: Heavy on Organization, Light on Systems, 35
Chapter 2 Information Systems in the Enterprise 38
Opening Case: Fast Fashion, Hot Systems 39
2.1 Major Types of Systems in Organizations 40
Different Kinds of Systems 40 • Four Major Types of Systems 41 •
Relationship of Systems to One Another 47
2.2 Systems from a Functional Perspective 48
Sales and Marketing Systems 48 • Manufacturing and Production
Systems 49
vr
viii Contents
Window on Organizations: Product Life Cycle Management Systems: Faster
Products, Faster Processes 51
Finance and Accounting Systems 52 • Human Resources Systems 52
2.3 Integrating Functions and Business Processes: Introduction to Enterprise
Applications 54
Business Processes and Information Systems 54 • Systems for Enterprise
Wide Process Integration 55 • Overview of Enterprise Applications 55
Window on Technology: Haworth Overhauls Supply Chain Management 59
2.4 Management Opportunities, Challenges, and Solutions 62
Opportunities 62 • Management Challenges 62 • Solution
Guidelines 62
Make IT Your Business 63
Summary, 64 • Key Terms, 65 • Review Questions, 65 • Discussion Questions, 65 •
Application Software Exercise: Spreadsheet Exercise: Improving Supply Chain
Management, 66 • Dirt Bikes USA: Analyzing Financial Performance, 66 • Electronic
Business Project: Planning Transportation Logistics, 66 • Group Project: Describing
Management Decisions and Systems, 67 • Case Study: SnydeKs of Hanover: New
Systems for an Old Family Company, 68
Chapter 3 Information Systems, Organizations, Management, and
Strategy 70
Opening Case: Gallo Winery Leads by Blending Business with Technology 71
3.1 Organizations and Information Systems 72
What Is an Organization? 73 • Common Features of Organizations 74 •
Unique Features of Organizations 76
Window on Organizations: E Commerce North and South of the Border 79
Organizing the IT Function 80
3.2 How Information Systems Impact Organizations and Business Firms 81
Economic Impacts 81 • Organizational and Behavioral Impacts 82 • The
Internet and Organizations 85
3.3 The Impact of IT on Management Decision Making 85
How IT Affects Management Decision Making 86 • The Role of Managers
in Organizations 86 • Models of Decision Making 88 • Implications for
the Design and Understanding of Information Systems 89
3.4 Information Systems and Business Strategy 90
Business Level Strategy: The Value Chain Model 90
Window on Technology: Hotel Loyalty Programs Become Competitive
Weapons 95
Firm Level Strategy and Information Technology 97 • Industry Level Strategy
and Information Systems: Competitive Forces and Network Economics 98
3.5 Management Opportunities, Challenges, and Solutions 102
Opportunities 102 • Management Challenges 102 • Solution
Guidelines 103
Make IT Your Business 104
Summary, 104 • Key Terms, 106 • Review Questions, 106 • Discussion
Questions, 106 • Application Software Exercise: Database Exercise: Using a
I
Contents ix
Database for Strategic Business Development, 106 • Dirt Bikes USA: Performing a
Competitive Analysis for Dirt Bikes, 107 • Electronic Commerce Project: Configuring
and Pricing an Automobile, 107 • Group Project: Identifying Opportunities for
Strategic Information Systems, 108 • Case Study: Can Albertsons Trounce Wal Mart
with Advanced Information Technology?, 109
Chapter 4 The Digital Firm: Electronic Business and Electronic
Commerce 112
Opening Case: Corrugated Supplies: The Internet Helps a Small Company Act
Big 113
4.1 Electronic Business, Electronic Commerce, and the Emerging Digital
Firm 114
Internet Technology and the Digital Firm 114* New Business Models and
Value Propositions 115
4.2 Electronic Commerce 119
Categories of Electronic Commerce 120 • Customer Centered
Retailing 120 • Business to Business Electronic Commerce: New
Efficiencies and Relationships 124 • Electronic Commerce Payment
Systems 127
Window on Technology: Volkswagen Revs Up Its B2B Network 128
4.3 Electronic Business and the Digital Firm 130
How Intranets Support Electronic Business 131 • Intranet Applications for
Electronic Business 131
Window on Organizations: CARE s Humanitarian Intranets 132
Business Process Integration 134
4.4 Management Opportunities, Challenges, and Solutions 135
Opportunities 135 • Management Challenges 136 • Solution
Guidelines 137
Make IT Your Business 138
Summary, 139 • Key Terms, 140 • Review Questions, 140 • Discussion
Questions, 141 • Application Software Exercise: Spreadsheet Exercise: Analyzing
a Dot Com Business, 141 • Dirt Bikes USA: Developing an E Commerce
Strategy, 141 • Electronic Commerce Project: Comparing Online Storefront Hosting
Services, 142 • Group Project: Performing a Competitive Analysis of E Commerce
Sites, 142 • Case Study: Can the Music Industry Change Its Tune?, 143
Chapter 5 Ethical and Social Issues in the Digital Firm 146
Opening Case: Attention Shoppers: Background Checks for Sale 147
5.1 Understanding Ethical and Social Issues Related to Systems 148
A Model for Thinking About Ethical, Social, and Political Issues 149 • Five
Moral Dimensions of the Information Age 150 • Key Technology Trends
That Raise Ethical Issues 150
5.2 Ethics in an Information Society 153
Basic Concepts: Responsibility, Accountability, and Liability 153 • Ethical
Analysis 153 • Professional Codes of Conduct 154 • Some Real World
Ethical Dilemmas 155
x Contents
5.3 The Moral Dimensions of Information Systems 155
Information Rights: Privacy and Freedom in the Internet Age 155 •
Property Rights: Intellectual Property 161 • Accountability, Liability, and
Control 164 • System Quality: Data Quality and System Errors 166
Window on Technology: When Software Kills: What Happened at Panama s
National Cancer Institute 167
Quality of Life: Equity, Access, and Boundaries 168
Window on Management: Can the Spamming Monster Be Tamed? 171
5.4 Management Opportunities, Challenges, and Solutions 173
Opportunities 173 • Management Challenges 173 • Solution
Guidelines 174
Make IT Your Business 174
Summary, 175 • Key Terms, 176 • Review Questions, 176 • Discussion
Questions, 177 • Application Software Exercise: Word Processing and Web Page
Development Tool Exercise: Creating a Simple Web Site, 177 • Dirt Bikes USA:
Developing a Web Site Privacy Policy, 177 • Electronic Commerce Project: Using
Internet Newsgroups for Online Market Research, 178 • Group Project:
Developing a Corporate Ethics Code, 178 • Case Study: Security Versus Privacy:
Does Terrorism Change the Debate? 179
Part One Project Analyzing Business Processes for an Enterprise
System 182
Part Two Information Technology Infrastructure 183
Chapter 6 IT Infrastructure and Platforms 184
Opening Case: Hong Kong s New World Telecommunications Prospers with a
New IT Infrastructure 185
6.1 IT Infrastructure 186
Defining IT Infrastructure 186 • Levels of IT Infrastructure 188*
Evolution of IT Infrastructure: 1950 2005 189 • Technology Drivers of
Infrastructure Evolution 194
6.2 Infrastructure Components 199
Computer Hardware Platforms 200 • Operating System Platforms 201 •
Enterprise Software Applications 201 • Data Management and
Storage 201 • Networking/Telecommunications Platforms 202 • Internet
Platforms 202 • Consulting and System Integration Services 203
6.3 Contemporary Hardware Platform Trends 203
The Integration of Computing and Telecommunications Platforms 203 •
Grid Computing 204 • On Demand Computing (Utility Computing) 205 •
Autonomic Computing 205
Window on Management: On Demand Computing at Qantas Airways and
Ford Motor Company Europe 206
Edge Computing 207
6.4 Contemporary Software Platform Trends 209
The Rise of Linux and Open Source Software 209 • Java Is Everywhere 210
Window on Technology: Two Canadian Cities Go for Linux 211
Software for Enterprise Integration 212 • Software Outsourcing 214
Contents xi
! 6.5 Management Opportunities, Challenges, and Solutions 217
I Opportunities 217 • Management Challenges 217 • Solution
I Guidelines 218
Make IT Your Business 221
Summary, 222 • Key Terms, 223 • Review Questions, 223 • Discussion
Questions, 224 • Application Software Exercise: Spreadsheet Exercise: Evaluating
Computer Hardware and Software Options, 224 • Dirt Bikes USA: Analyzing the
Total Cost of Ownership (TCO) of Desktop Software Assets, 224 • Electronic
Business Project: Planning and Budgeting for a Sales Conference, 225 • Group
Project: Evaluating Server Operating Systems, 225 • Case Study: 99 Cents Only
Stores: IT Infrastructure on a Budget, 226
Chapter 7 Managing Data Resources 228
Opening Case: Better Data Help Virgin Mobile Australia Win the Customer
Wars 229
7.1 Organizing Data in a Traditional File Environment 230
File Organization Terms and Concepts 230 • Problems with the
Traditional File Environment 231
7.2 The Database Approach to Data Management 233
Database Management Systems 233 • Types of Databases 236
Window on Organizations: A Database Helps P G Manage Product
Information 237
7.3 Creating a Database Environment 240
Designing Databases 241 • Distributing Databases 242 • Ensuring Data
Quality 243
7.4 Database Trends 244
Multidimensional Data Analysis 244 • Data Warehouses and Data
Mining 244
Window on Technology: Large Data Warehouses: When Bigger Is Better 247
Databases and the Web 248
7.5 Management Opportunities, Challenges, and Solutions 250
Opportunities 250 • Management Challenges 250 • Solution
Guidelines 251
Make IT Your Business 252
Summary, 253 • Key Terms, 254 • Review Questions, 254 • Discussion
Questions, 254 • Application Software Exercise: Database Exercise: Building a
Relational Database for a Small Business, 254 • Dirt Bikes USA: Redesigning the
Customer Database, 255 • Electronic Commerce Project: Searching Online
Databases, 255 • Group Project: Creating Company Wide Data Standards, 256 •
Case Study: Database Woes Plague Homeland Security and Law Enforcement, 257
Chapter 8 Telecommunications, Networks, and the Internet 260
Opening Case: Okanagan Skaha School District Does More with Less Using
Networking and the Internet 261
8.1 Telecommunications and Networking in Today s Business World 262
The Business Telecommunications Environment 262 • Networking and
Communications Trends 264 • The Business Value of
Telecommunications and Networking 265
xii Contents
8.2 Contemporary Networking Infrastructure 266
Networks and Corporate Infrastructure 267 • Key Digital Networking
Technologies 268 • Physical Transmission Media 270 • Types of
Networks 272 • Broadband Network Services and Technologies 274
8.3 The Internet 276
Internet Addressing, Architecture, and Governance 277 • Internet
Services 279 • The Internet and Business Value 281 • The World Wide
Web 281 • Intranets and Extranets 285 • Next Generation Networks
and Internet2 286
8.4 Technologies and Tools for Communication and E Business 287
E Mail, Chat, Instant Messaging, and Electronic Discussions 287 •
Groupware, Teamware, and Electronic Conferencing 288 • Internet
Telephony 289
Window on Organizations: Internet Telephones: Why Not? 290
Virtual Private Networks 291
8.5 Management Opportunities, Challenges, and Solutions 292
Opportunities 292 • Management Challenges 292 • Solution
Guidelines 293
Window on Management: Monitoring Employees on Networks: Unethical or
Good Business? 294
Make IT Your Business 295
Summary, 295 • Key Terms, 297 • Review Questions, 297 • Discussion
Questions, 298 • Application Software Exercise: Spreadsheet Exercise: Analyzing
Web Site visitors, 298 • Dirt Bikes USA: Using Internet Tools to Increase
Efficiency and Productivity, 298 • Electronic Commerce Project: Using Web
Search Engines for Business Research, 299 • Group Project: Identifying Strategic
Opportunities for Networking Technology, 299 • Case Study: Can REI Climb
Higher with Networking and the Internet? 300
Chapter 9 The Wireless Revolution 302
Opening Case: The Boston Public Library Goes Wireless 303
9.1 The Wireless Computing Landscape 304
The Wireless Revolution 304 • Business Value of Wireless
Networking 305 • Wireless Transmission Media and Devices 306 •
Cellular Network Standards and Generations 309 • Mobile Wireless
Standards for Web Access 310
9.2 Wireless Computer Networks and Internet Access 311
Bluetooth 312 • Wi Fi 312 • WiMaxand EV DO 315
Window on Management: Wi Fi: Starbuck s Solution to Go 316
9.3 M Commerce and Mobile Computing 318
M Commerce Services and Applications 318 • Accessing Information from
the Wireless Web 321 • Digital Payment Systems and M Commerce 321 •
M Commerce Challenges 322
9.4 Wireless Technology in the Enterprise 323
Wireless Applications for Customer Relationship Management 323 •
Wireless Supply Chain Management and Radio Frequency Identification
Contents xiii
! (RFID) 324 • Wireless in Health Care 327 • Wireless Sensor Networks
j and Pervasive Computing 327
Window on Organizations: Does RFID Threaten Privacy? 328
9.5 Management Opportunities, Challenges, and Solutions 329
Opportunities 331 • Management Challenges 331 Solution
Guidelines 331
Make IT Your Business 332
Summary, 332 • Key Terms, 334 • Review Questions, 334 • Discussion
Questions, 335 • Application Software Exercise: Spreadsheet Exercise: Comparing
Wireless Services, 335 • Dirt Bikes USA: Determining the Cost of RFID Systems, 335 •
Electronic Business Project: Identifying Wi Fi Hotspots for Nomadic Computing, 335 •
Croup Project: Comparing Mobile Internet Access Systems, 336 • Case Study: UPS
versus FedEx: Two Competitors, Two Wireless Strategies, 337
Chapter 10 Security and Control 340
Opening Case: Wesfarmers Outsources to a Managed Security Service 341
10.1 System Vulnerability and Abuse 342
Why Systems Are Vulnerable 342 • Malicious Software: Viruses,
Worms, Trojan Horses, and Spyware 344 • Hackers and
Cybervandalism 346 • Computer Crime and Cyberterrorism 347 •
Internal Threats: Employees 350 • Software Vulnerability 350
10.2 Business Value of Security and Control 351
Window on Technology: The Rush to Patch 352
Legal and Regulatory Requirements for Electronic Records
Management 353 • Electronic Evidence and Computer Forensics 354
10.3 Establishing a Management Framework for Security and Control 355
Types of Information Systems Controls 355 • Risk Assessment 355 •
Security Policy 357 • Ensuring Business Continuity 358 • The Role of
Auditing in the Control Process 360
10.4 Technologies and Tools for Security and Control 360
Window on Management: Deutsche Bank Ties Business Continuity Planning
to the Business 361
Access Control 362 • Firewalls, Intrusion Detection Systems, and Antivirus
Software 363 • Securing Wireless Networks 365 • Encryption and
Public Key Infrastructure 365 • Ensuring Software Reliability 367
10.5 Management Opportunities, Challenges, and Solutions 367
Opportunities 367 • Management Challenges 367 • Solution
Guidelines 368
Make IT Your Business 368
Summary, 369 • Key Terms, 370 • Review Questions, 370 • Discussion
Questions, 371 • Application Software Exercise: Spreadsheet Exercise:
Performing a Security Risk Assessment, 371 • Dirt Bikes USA: Developing a
Disaster Recovery Plan, 371 • Electronic Business Project: Evaluating Security
Outsourcing Services, 372 • Group Project: Analyzing Security Vulnerabilities, 372 •
Case Study: Royal Bank of Canada s Software Woes, 373
Pfj/ff Two Project Creating a New Internet Business 375
xiv Contents
Part Three Organizational and Management Support
Systems for the Digital Firm 377
Chapter 11 Enterprise Applications and Business Process
Integration 378
Opening Case: PNC Bank on Enterprise Applications 379
11.1 Enterprise Systems 380
What Are Enterprise Systems? 380 • How Enterprise Systems Work 380 •
Business Value of Enterprise Systems 383
11.2 Supply Chain Management Systems 384
The Supply Chain 385 • Information and Supply Chain Management 387 •
Supply Chain Management Applications 388 • Supply Chain Management
and the Internet 389 • Business Value of Supply Chain Management
Systems 393
11.3 Customer Relationship Management Systems 393
Customer Relationship Management and Partner Relationship
Management 393 • Customer Relationship Management
Applications 394 • Operational and Analytical CRM 397 • Business
Value of Customer Relationship Management Systems 398
11.4 Enterprise Integration Trends 399
Extending Enterprise Software 399
Window on Organizations: CRM Drives Sales at Mercedes and Saab 400
Service Platforms and Business Process Management 401
11.5 Management Opportunities, Challenges, and Solutions 402
Opportunities 402 • Management Challenges 402
Window on Management: Why Novartis Backed Off from Enterprise
Software 404
Solution Guidelines 405
Make IT Your Business 406
Summary, 406 • Key Terms, 408 • Review Questions, 408 • Discussion
Questions, 408 • Application Software Exercise: Database Exercise: Managing
Customer Service Requests, 408 • Dirt Bikes USA: Identifying Supply Chain
Management Solutions, 409 • Electronic Business Project: Evaluating Supply Chain
Management Services, 409 • Croup Project: Analyzing Enterprise Process
Integration, 410 • Case Study: Can Information Systems Restore Profitability to
Restoration Hardware? 411
Chapter 12 Managing Knowledge in the Digital Firm 414
Opening Case: Cott Struggles to Manage Unstructured Information 415
12.1 The Knowledge Management Landscape 416
Important Dimensions of Knowledge 416 • Organizational Learning and
Knowledge Management 418 • The Knowledge Management Value
Chain 418 • Types of Knowledge Management Systems 420
Contents xv
12.2 Enterprise Wide Knowledge Management Systems 421
Structured Knowledge Systems 423 • Semistructured Knowledge
Systems 424 • Knowledge Network Systems 427
Window on Management: An Enterprise Wide Knowledge Management
System Pays Off for Cuatrecasas 428
Supporting Technologies: Portals, Collaboration Tools, and Learning
Management Systems 430
12.3 Knowledge Work Systems 431
Knowledge Workers and Knowledge Work 431 • Requirements of
Knowledge Work Systems 431
Windows on Organizations: The U.S. Navy Creates the World s Largest
Classroom 432
Examples of Knowledge Work Systems 433
12.4 Intelligent Techniques 435
Capturing Knowledge: Expert Systems 436 • Organizational Intelligence:
Case Based Reasoning 439 • Fuzzy Logic Systems 439 • Neural
Networks 441 • Genetic Algorithms 442 • Hybrid Al Systems 443 •
Intelligent Agents 444
12.5 Management Opportunities, Challenges, and Solutions 445
Opportunities 445 * Management Challenges 446 * Solution
Guidelines 446
Make IT Your Business 448
Summary, 449 • Key Terms, 450 • Review Questions, 450 • Discussion
Questions, 451 • Application Software Exercise: Expert System Exercise: Building
a Simple Expert System for Retirement Planning, 451 • Dirt Bikes USA: Identifying
Opportunities for Knowledge Management, 451 • Electronic Commerce Project:
Using Intelligent Agents for Comparison Shopping, 452 • Group Project: Rating
Knowledge Network Systems, 452 • Case Study: Can Knowledge Management
Systems Help Pfizer? 453
Chapter 13 Enhancing Decision Making for the Digital Firm 456
Opening Case: Daimler s Bremen Plant Optimizes Deliveries with a DSS 457
13.1 Decision Making and Decision Support Systems 458
Business Intelligence and Decision Support 458 • Business Value of
Improved Decision Making 459 • Business Decision Making and the
Decision Making Process 460 • Trends in Decision Support and Business
Intelligence 465
13.2 Systems for Decision Support 465
The Difference between MIS and DSS 465 • Types of Decision Support
Systems 466
Window on Technology: Harrah s Finds Diamonds in the Data Mine 468
Components of DSS 469 • Business Value of DSS 470 • Web Based
Customer Decision Support Systems 474
Window on Management: GIS Help the Elderly in Sweden 475
13.3 Group Decision Support Systems 476
What Is a GDSS? 476 • Overview of a GDSS Meeting 477 • Business
Value of GDSS 478
xvi Contents
13.4 Executive Support in the Enterprise 479
The Role of Executive Support Systems in the Firm 479 • Business Value
of Executive Support Systems 480 • Executive Support Systems and the
Digital Firm 480
13.5 Management Opportunities, Challenges, and Solutions 482
Opportunities 482 • Management Challenges 483 • Solution
Guidelines 483
Make IT Your Business 484
Summary, 484 • Key Terms, 485 • Review Questions, 486 • Discussion
Questions, 486 • Application Software Exercise: Spreadsheet Exercise: Performing
Break Even Analysis and Sensitivity Analysis, 486 • Dirt Bikes USA: Analyzing the
Impact of Component Price Changes, 487 • Electronic Commerce Project: Using a
Web Based DSS for Retirement Planning, 488 • Group Project: Designing a
University GDSS, 488 • Case Study: Optimizing Operations at UPS, 489
Part Three Project Designing an Enterprise Information Portal 492
Part Four Building and Managing Information Systems 493
Chapter 14 Redesigning the Organization with Information
Systems 494
Opening Case: Australia s Victoria Country Fire Authority Responds with New
Systems 495
14.1 Systems as Planned Organizational Change 496
Linking Information Systems to the Business Plan 496 • Establishing
Organizational Information Requirements 496 • Systems Development
and Organizational Change 500
14.2 Business Process Reengineering and Process Improvement 501
Business Process Reengineering 501 • Steps in Effective
Reengineering 502 • Process Improvement: Business Process
Management, Total Quality Management, and Six Sigma 504
14.3 Overview of Systems Development 506
Systems Analysis 506 • Systems Design 507 • Completing the Systems
Development Process 508 • Modeling and Designing Systems: Structured
and Object Oriented Methodologies 511
14.4 Alternative Systems Building Approaches 516
Traditional Systems Life Cycle 516 • Prototyping 517 • End User
Development 518 • Application Software Packages and Outsourcing 519
Window on Technology: New Systems Keep Elie Tahari a Top Fashion
Innovator 520
14.5 Management Opportunities, Challenges, and Solutions 522
Opportunities 523 • Management Challenges 523
Window on Organizations: Wall Street Firms Grapple with Build Versus
Buy 524
Solution Guidelines 525
!
Contents xvii
Make IT Your Business 527
Summary, 527 • Key Terms, 528 • Review Questions, 529 • Discussion
Questions, 529 • Application Software Exercise: Database Exercise: Designing a
Customer System for Auto Sales, 529 • Dirt Bikes USA: Designing an Employee
Training and Skills Tracking System, 530 • Electronic Business Project:
Redesigning Business Processes for Web Procurement, 531 • Group Project:
Preparing Web Site Design Specifications, 531 • Case Study: Blue Rhino Slows
Down to Get Ahead, 532
Chapter 15 Understanding the Business Value of Systems and
Managing Change 534
Opening Case: HSBC Malaysia: Master of Change Management 535
15.1 Understanding the Business Value of Information Systems 536
Traditional Capital Budgeting Models 537 • Case Example: Capital
Budgeting for a New Supply Chain Management System 539 • Strategic
Considerations 543 • Information Technology Investments and
Productivity 546
15.2 The Importance of Change Management in Information Systems Success
and Failure 548
Information Systems Problem Areas 548
Window on Organizations: Whaf s Wrong with Quixtar.com? 550
Change Management and the Concept of Implementation 551 Causes
of Implementation Success and Failure 551
Window on Management: The Navy/Marine Corps Intranet Turns into a
Battleground 554
Change Management Challenges for Business Process Reengineering,
Enterprise Applications, and Mergers and Acquisitions 556
15.3 Managing Implementation 557
Controlling Risk Factors 557 • Designing for the Organization 558
15.4 Management Opportunities, Challenges, and Solutions 561
Opportunities 561 • Management Challenges 561 • Solution
Guidelines 561
Make IT Your Business 562
Summary, 563 • Key Terms, 564 • Review Questions, 564 • Discussion
Questions, 564 • Application Software Exercise: Spreadsheet Exercise: Capital
Budgeting for a New CAD System, 565 • Dirt Bikes USA: Analyzing the Return on a
New System Investment, 565 • Electronic Business Project: Buying and Financing
a Home, 565 • Group Project: Identifying Implementation Problems, 566 • Case
Study: Can the IRS Modernize Its Systems?, 567
Chapter 16 Managing International Information Systems 570
Opening Case: Drager Safety Creates a Global Supply Chain 571
16.1 The Growth of International Information Systems 572
Developing an International Information Systems Architecture 572 • The
Global Environment: Business Drivers and Challenges 574 • State of the
Art 577
xviii Contents
16.2 Organizing International Information Systems 577
Global Strategies and Business Organization 577 • Global Systems to Fit
the Strategy 578 • Reorganizing the Business 579
16.3 Managing Global Systems 580
A Typical Scenario: Disorganization on a Global Scale 580 • Global
Systems Strategy 581
16.4 Technology Issues and Opportunities for Global Value Chains 583
Technology Challenges of Global Systems 583 • Managing Global
Software Development 586
Window on Management: Getting Systems to Work in China Slowly 587
16.5 Management Opportunities, Challenges, and Solutions 590
Opportunities 590 • Management Challenges 590
Window on Organizations: Offshore Outsourcing: Good or Bad? 591
Solution Guidelines 592
Make IT Your Business 593
Summary, 593 • Key Terms, 594 • Review Questions, 594 • Discussion
Questions, 595 • Application Software Exercise: Database and Web Page
Development Tool Exercise: Building a Job Database and Web Page for an
International Consulting Firm, 595 • Dirt Bikes USA: Expanding International
Sales, 595 • Electronic Business Project: Conducting International Marketing
and Pricing Research, 595 • Group Project: Identifying Information Technology
for Global Business Strategies, 596 • Case Study: Celanese Recentralizes with
a New Enterprise System, 597
Part Four Project Redesigning Business Processes for Healthlite
Yogurt Company 599
International Case Studies 601
Hands On Guide to MIS 630
References Rl
Glossary Gl
Photo and Screen Shot Credits PI
Indexes II
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Brief Contents
Part One Organizations, Management, and the Networked
Enterprise 1
Chapter 1 Managing the Digital Firm 2
Chapter 2 Information Systems in the Enterprise 38
Chapter 3 Information Systems, Organizations, Management, and Strategy 70
Chapter 4 The Digital Firm: Electronic Business and Electronic Commerce 112
Chapter 5 Ethical and Social Issues in the Digital Firm 146
Part One Project Analyzing Business Processes for an Enterprise System 182
Part Two Information Technology Infrastructure 183
Chapter 6 IT Infrastructure and Platforms 184
Chapter 7 Managing Data Resources 228
Chapter 8 Telecommunications, Networks, and the Internet 260
Chapter 9 The Wireless Revolution 302
Chapter 10 Security and Control 340
Part Two Project Creating a New Internet Business 375
• '* i ; oa Organizational and Management Support Systems for
the Digital Firm 377
Chapter 11 Enterprise Applications and Business Process Integration 378
Chapter 12 Managing Knowledge in the Digital Firm 414
Chapter 13 Enhancing Decision Making for the Digital Firm 456
Part Three Project Designing an Enterprise Information Portal 492
••• ,*.' Building and Managing Information Systems 493
Chapter 14 Redesigning the Organization with Information Systems 494
Chapter 15 Understanding the Business Value of Systems and Managing Change 534
Chapter 16 Managing International Information Systems 570
Part Four Project Redesigning Business Processes for Healthlite Yogurt Company 599
International Case Studies 601
Hands On Guide to MIS 630
References Rl
Glossary G1
Photo and Screen Shot Credits PI
Indexes II
!
I
i
Contents
Part One Organizations, Management, and the Networked
Enterprise 1
Chapter 1 Managing the Digital Firm 2
Opening Case: DaimlerChrysler's Agile Supply Chain 3
1.1 Why Information Systems? 4
Why Information Systems Matter 4 • How Much Does IT Matter? 6 •
Why IT Now? Digital Convergence and the Changing Business
Environment 7
1.2 Perspectives on Information Systems 13
What Is an Information System? 13
Window on Organizations: Cemex: A Digital Firm in the Making 14
Window on Technology: UPS Competes Globally with Information
Technology 17
It Isn't Just Technology: A Business Perspective on Information
Systems 18 • Dimensions of Information Systems 20
1.3 Contemporary Approaches to Information Systems 25
Technical Approach 26 • Behavioral Approach 26 • Approach of This
Text: Sociotechnical Systems 27
1.4 Learning to Use Information Systems: New Opportunities with
Technology 27
The Challenge of Information Systems: Key Management Issues 28 •
Integrating Text with Technology: New Opportunities for Learning 30
Make IT Your Business 31
Summary, 31 • Key Terms, 32 • Review Questions, 32 • Discussion Questions, 33 •
Application Software Exercise: Database Exercise: Adding Value to Information for
Management Decision Making, 33 • Dirt Bikes USA: Preparing a Management
Overview of the Company, 33 • Electronic Commerce Project: Analyzing Shipping
Costs, 34 • Group Project: Analyzing a Business System, 34 • Case Study: Dollar
General: Heavy on Organization, Light on Systems, 35
Chapter 2 Information Systems in the Enterprise 38
Opening Case: Fast Fashion, Hot Systems 39
2.1 Major Types of Systems in Organizations 40
Different Kinds of Systems 40 • Four Major Types of Systems 41 •
Relationship of Systems to One Another 47
2.2 Systems from a Functional Perspective 48
Sales and Marketing Systems 48 • Manufacturing and Production
Systems 49
vr
viii Contents
Window on Organizations: Product Life Cycle Management Systems: Faster
Products, Faster Processes 51
Finance and Accounting Systems 52 • Human Resources Systems 52
2.3 Integrating Functions and Business Processes: Introduction to Enterprise
Applications 54
Business Processes and Information Systems 54 • Systems for Enterprise
Wide Process Integration 55 • Overview of Enterprise Applications 55
Window on Technology: Haworth Overhauls Supply Chain Management 59
2.4 Management Opportunities, Challenges, and Solutions 62
Opportunities 62 • Management Challenges 62 • Solution
Guidelines 62
Make IT Your Business 63
Summary, 64 • Key Terms, 65 • Review Questions, 65 • Discussion Questions, 65 •
Application Software Exercise: Spreadsheet Exercise: Improving Supply Chain
Management, 66 • Dirt Bikes USA: Analyzing Financial Performance, 66 • Electronic
Business Project: Planning Transportation Logistics, 66 • Group Project: Describing
Management Decisions and Systems, 67 • Case Study: SnydeKs of Hanover: New
Systems for an Old Family Company, 68
Chapter 3 Information Systems, Organizations, Management, and
Strategy 70
Opening Case: Gallo Winery Leads by Blending Business with Technology 71
3.1 Organizations and Information Systems 72
What Is an Organization? 73 • Common Features of Organizations 74 •
Unique Features of Organizations 76
Window on Organizations: E Commerce North and South of the Border 79
Organizing the IT Function 80
3.2 How Information Systems Impact Organizations and Business Firms 81
Economic Impacts 81 • Organizational and Behavioral Impacts 82 • The
Internet and Organizations 85
3.3 The Impact of IT on Management Decision Making 85
How IT Affects Management Decision Making 86 • The Role of Managers
in Organizations 86 • Models of Decision Making 88 • Implications for
the Design and Understanding of Information Systems 89
3.4 Information Systems and Business Strategy 90
Business Level Strategy: The Value Chain Model 90
Window on Technology: Hotel Loyalty Programs Become Competitive
Weapons 95
Firm Level Strategy and Information Technology 97 • Industry Level Strategy
and Information Systems: Competitive Forces and Network Economics 98
3.5 Management Opportunities, Challenges, and Solutions 102
Opportunities 102 • Management Challenges 102 • Solution
Guidelines 103
Make IT Your Business 104
Summary, 104 • Key Terms, 106 • Review Questions, 106 • Discussion
Questions, 106 • Application Software Exercise: Database Exercise: Using a
I
Contents ix
Database for Strategic Business Development, 106 • Dirt Bikes USA: Performing a
Competitive Analysis for Dirt Bikes, 107 • Electronic Commerce Project: Configuring
and Pricing an Automobile, 107 • Group Project: Identifying Opportunities for
Strategic Information Systems, 108 • Case Study: Can Albertsons Trounce Wal Mart
with Advanced Information Technology?, 109
Chapter 4 The Digital Firm: Electronic Business and Electronic
Commerce 112
Opening Case: Corrugated Supplies: The Internet Helps a Small Company Act
Big 113
4.1 Electronic Business, Electronic Commerce, and the Emerging Digital
Firm 114
Internet Technology and the Digital Firm 114* New Business Models and
Value Propositions 115
4.2 Electronic Commerce 119
Categories of Electronic Commerce 120 • Customer Centered
Retailing 120 • Business to Business Electronic Commerce: New
Efficiencies and Relationships 124 • Electronic Commerce Payment
Systems 127
Window on Technology: Volkswagen Revs Up Its B2B Network 128
4.3 Electronic Business and the Digital Firm 130
How Intranets Support Electronic Business 131 • Intranet Applications for
Electronic Business 131
Window on Organizations: CARE's Humanitarian Intranets 132
Business Process Integration 134
4.4 Management Opportunities, Challenges, and Solutions 135
Opportunities 135 • Management Challenges 136 • Solution
Guidelines 137
Make IT Your Business 138
Summary, 139 • Key Terms, 140 • Review Questions, 140 • Discussion
Questions, 141 • Application Software Exercise: Spreadsheet Exercise: Analyzing
a Dot Com Business, 141 • Dirt Bikes USA: Developing an E Commerce
Strategy, 141 • Electronic Commerce Project: Comparing Online Storefront Hosting
Services, 142 • Group Project: Performing a Competitive Analysis of E Commerce
Sites, 142 • Case Study: Can the Music Industry Change Its Tune?, 143
Chapter 5 Ethical and Social Issues in the Digital Firm 146
Opening Case: "Attention Shoppers: Background Checks for Sale" 147
5.1 Understanding Ethical and Social Issues Related to Systems 148
A Model for Thinking About Ethical, Social, and Political Issues 149 • Five
Moral Dimensions of the Information Age 150 • Key Technology Trends
That Raise Ethical Issues 150
5.2 Ethics in an Information Society 153
Basic Concepts: Responsibility, Accountability, and Liability 153 • Ethical
Analysis 153 • Professional Codes of Conduct 154 • Some Real World
Ethical Dilemmas 155
x Contents
5.3 The Moral Dimensions of Information Systems 155
Information Rights: Privacy and Freedom in the Internet Age 155 •
Property Rights: Intellectual Property 161 • Accountability, Liability, and
Control 164 • System Quality: Data Quality and System Errors 166
Window on Technology: When Software Kills: What Happened at Panama's
National Cancer Institute 167
Quality of Life: Equity, Access, and Boundaries 168
Window on Management: Can the Spamming Monster Be Tamed? 171
5.4 Management Opportunities, Challenges, and Solutions 173
Opportunities 173 • Management Challenges 173 • Solution
Guidelines 174
Make IT Your Business 174
Summary, 175 • Key Terms, 176 • Review Questions, 176 • Discussion
Questions, 177 • Application Software Exercise: Word Processing and Web Page
Development Tool Exercise: Creating a Simple Web Site, 177 • Dirt Bikes USA:
Developing a Web Site Privacy Policy, 177 • Electronic Commerce Project: Using
Internet Newsgroups for Online Market Research, 178 • Group Project:
Developing a Corporate Ethics Code, 178 • Case Study: Security Versus Privacy:
Does Terrorism Change the Debate? 179
Part One Project Analyzing Business Processes for an Enterprise
System 182
Part Two Information Technology Infrastructure 183
Chapter 6 IT Infrastructure and Platforms 184
Opening Case: Hong Kong's New World Telecommunications Prospers with a
New IT Infrastructure 185
6.1 IT Infrastructure 186
Defining IT Infrastructure 186 • Levels of IT Infrastructure 188*
Evolution of IT Infrastructure: 1950 2005 189 • Technology Drivers of
Infrastructure Evolution 194
6.2 Infrastructure Components 199
Computer Hardware Platforms 200 • Operating System Platforms 201 •
Enterprise Software Applications 201 • Data Management and
Storage 201 • Networking/Telecommunications Platforms 202 • Internet
Platforms 202 • Consulting and System Integration Services 203
6.3 Contemporary Hardware Platform Trends 203
The Integration of Computing and Telecommunications Platforms 203 •
Grid Computing 204 • On Demand Computing (Utility Computing) 205 •
Autonomic Computing 205
Window on Management: On Demand Computing at Qantas Airways and
Ford Motor Company Europe 206
Edge Computing 207
6.4 Contemporary Software Platform Trends 209
The Rise of Linux and Open Source Software 209 • Java Is Everywhere 210
Window on Technology: Two Canadian Cities Go for Linux 211
Software for Enterprise Integration 212 • Software Outsourcing 214
Contents xi
! 6.5 Management Opportunities, Challenges, and Solutions 217
I Opportunities 217 • Management Challenges 217 • Solution
I Guidelines 218
Make IT Your Business 221
Summary, 222 • Key Terms, 223 • Review Questions, 223 • Discussion
Questions, 224 • Application Software Exercise: Spreadsheet Exercise: Evaluating
Computer Hardware and Software Options, 224 • Dirt Bikes USA: Analyzing the
Total Cost of Ownership (TCO) of Desktop Software Assets, 224 • Electronic
Business Project: Planning and Budgeting for a Sales Conference, 225 • Group
Project: Evaluating Server Operating Systems, 225 • Case Study: 99 Cents Only
Stores: IT Infrastructure on a Budget, 226
Chapter 7 Managing Data Resources 228
Opening Case: Better Data Help Virgin Mobile Australia Win the Customer
Wars 229
7.1 Organizing Data in a Traditional File Environment 230
File Organization Terms and Concepts 230 • Problems with the
Traditional File Environment 231
7.2 The Database Approach to Data Management 233
Database Management Systems 233 • Types of Databases 236
Window on Organizations: A Database Helps P G Manage Product
Information 237
7.3 Creating a Database Environment 240
Designing Databases 241 • Distributing Databases 242 • Ensuring Data
Quality 243
7.4 Database Trends 244
Multidimensional Data Analysis 244 • Data Warehouses and Data
Mining 244
Window on Technology: Large Data Warehouses: When Bigger Is Better 247
Databases and the Web 248
7.5 Management Opportunities, Challenges, and Solutions 250
Opportunities 250 • Management Challenges 250 • Solution
Guidelines 251
Make IT Your Business 252
Summary, 253 • Key Terms, 254 • Review Questions, 254 • Discussion
Questions, 254 • Application Software Exercise: Database Exercise: Building a
Relational Database for a Small Business, 254 • Dirt Bikes USA: Redesigning the
Customer Database, 255 • Electronic Commerce Project: Searching Online
Databases, 255 • Group Project: Creating Company Wide Data Standards, 256 •
Case Study: Database Woes Plague Homeland Security and Law Enforcement, 257
Chapter 8 Telecommunications, Networks, and the Internet 260
Opening Case: Okanagan Skaha School District Does More with Less Using
Networking and the Internet 261
8.1 Telecommunications and Networking in Today's Business World 262
The Business Telecommunications Environment 262 • Networking and
Communications Trends 264 • The Business Value of
Telecommunications and Networking 265
xii Contents
8.2 Contemporary Networking Infrastructure 266
Networks and Corporate Infrastructure 267 • Key Digital Networking
Technologies 268 • Physical Transmission Media 270 • Types of
Networks 272 • Broadband Network Services and Technologies 274
8.3 The Internet 276
Internet Addressing, Architecture, and Governance 277 • Internet
Services 279 • The Internet and Business Value 281 • The World Wide
Web 281 • Intranets and Extranets 285 • Next Generation Networks
and Internet2 286
8.4 Technologies and Tools for Communication and E Business 287
E Mail, Chat, Instant Messaging, and Electronic Discussions 287 •
Groupware, Teamware, and Electronic Conferencing 288 • Internet
Telephony 289
Window on Organizations: Internet Telephones: Why Not? 290
Virtual Private Networks 291
8.5 Management Opportunities, Challenges, and Solutions 292
Opportunities 292 • Management Challenges 292 • Solution
Guidelines 293
Window on Management: Monitoring Employees on Networks: Unethical or
Good Business? 294
Make IT Your Business 295
Summary, 295 • Key Terms, 297 • Review Questions, 297 • Discussion
Questions, 298 • Application Software Exercise: Spreadsheet Exercise: Analyzing
Web Site visitors, 298 • Dirt Bikes USA: Using Internet Tools to Increase
Efficiency and Productivity, 298 • Electronic Commerce Project: Using Web
Search Engines for Business Research, 299 • Group Project: Identifying Strategic
Opportunities for Networking Technology, 299 • Case Study: Can REI Climb
Higher with Networking and the Internet? 300
Chapter 9 The Wireless Revolution 302
Opening Case: The Boston Public Library Goes Wireless 303
9.1 The Wireless Computing Landscape 304
The Wireless Revolution 304 • Business Value of Wireless
Networking 305 • Wireless Transmission Media and Devices 306 •
Cellular Network Standards and Generations 309 • Mobile Wireless
Standards for Web Access 310
9.2 Wireless Computer Networks and Internet Access 311
Bluetooth 312 • Wi Fi 312 • WiMaxand EV DO 315
Window on Management: Wi Fi: Starbuck's Solution to Go 316
9.3 M Commerce and Mobile Computing 318
M Commerce Services and Applications 318 • Accessing Information from
the Wireless Web 321 • Digital Payment Systems and M Commerce 321 •
M Commerce Challenges 322
9.4 Wireless Technology in the Enterprise 323
Wireless Applications for Customer Relationship Management 323 •
Wireless Supply Chain Management and Radio Frequency Identification
Contents xiii
! (RFID) 324 • Wireless in Health Care 327 • Wireless Sensor Networks
j and Pervasive Computing 327
Window on Organizations: Does RFID Threaten Privacy? 328
9.5 Management Opportunities, Challenges, and Solutions 329
Opportunities 331 • Management Challenges 331 'Solution
Guidelines 331
Make IT Your Business 332
Summary, 332 • Key Terms, 334 • Review Questions, 334 • Discussion
Questions, 335 • Application Software Exercise: Spreadsheet Exercise: Comparing
Wireless Services, 335 • Dirt Bikes USA: Determining the Cost of RFID Systems, 335 •
Electronic Business Project: Identifying Wi Fi Hotspots for Nomadic Computing, 335 •
Croup Project: Comparing Mobile Internet Access Systems, 336 • Case Study: UPS
versus FedEx: Two Competitors, Two Wireless Strategies, 337
Chapter 10 Security and Control 340
Opening Case: Wesfarmers Outsources to a Managed Security Service 341
10.1 System Vulnerability and Abuse 342
Why Systems Are Vulnerable 342 • Malicious Software: Viruses,
Worms, Trojan Horses, and Spyware 344 • Hackers and
Cybervandalism 346 • Computer Crime and Cyberterrorism 347 •
Internal Threats: Employees 350 • Software Vulnerability 350
10.2 Business Value of Security and Control 351
Window on Technology: The Rush to Patch 352
Legal and Regulatory Requirements for Electronic Records
Management 353 • Electronic Evidence and Computer Forensics 354
10.3 Establishing a Management Framework for Security and Control 355
Types of Information Systems Controls 355 • Risk Assessment 355 •
Security Policy 357 • Ensuring Business Continuity 358 • The Role of
Auditing in the Control Process 360
10.4 Technologies and Tools for Security and Control 360
Window on Management: Deutsche Bank Ties Business Continuity Planning
to the Business 361
Access Control 362 • Firewalls, Intrusion Detection Systems, and Antivirus
Software 363 • Securing Wireless Networks 365 • Encryption and
Public Key Infrastructure 365 • Ensuring Software Reliability 367
10.5 Management Opportunities, Challenges, and Solutions 367
Opportunities 367 • Management Challenges 367 • Solution
Guidelines 368
Make IT Your Business 368
Summary, 369 • Key Terms, 370 • Review Questions, 370 • Discussion
Questions, 371 • Application Software Exercise: Spreadsheet Exercise:
Performing a Security Risk Assessment, 371 • Dirt Bikes USA: Developing a
Disaster Recovery Plan, 371 • Electronic Business Project: Evaluating Security
Outsourcing Services, 372 • Group Project: Analyzing Security Vulnerabilities, 372 •
Case Study: Royal Bank of Canada's Software Woes, 373
Pfj/ff Two Project Creating a New Internet Business 375
xiv Contents
Part Three Organizational and Management Support
Systems for the Digital Firm 377
Chapter 11 Enterprise Applications and Business Process
Integration 378
Opening Case: PNC Bank on Enterprise Applications 379
11.1 Enterprise Systems 380
What Are Enterprise Systems? 380 • How Enterprise Systems Work 380 •
Business Value of Enterprise Systems 383
11.2 Supply Chain Management Systems 384
The Supply Chain 385 • Information and Supply Chain Management 387 •
Supply Chain Management Applications 388 • Supply Chain Management
and the Internet 389 • Business Value of Supply Chain Management
Systems 393
11.3 Customer Relationship Management Systems 393
Customer Relationship Management and Partner Relationship
Management 393 • Customer Relationship Management
Applications 394 • Operational and Analytical CRM 397 • Business
Value of Customer Relationship Management Systems 398
11.4 Enterprise Integration Trends 399
Extending Enterprise Software 399
Window on Organizations: CRM Drives Sales at Mercedes and Saab 400
Service Platforms and Business Process Management 401
11.5 Management Opportunities, Challenges, and Solutions 402
Opportunities 402 • Management Challenges 402
Window on Management: Why Novartis Backed Off from Enterprise
Software 404
Solution Guidelines 405
Make IT Your Business 406
Summary, 406 • Key Terms, 408 • Review Questions, 408 • Discussion
Questions, 408 • Application Software Exercise: Database Exercise: Managing
Customer Service Requests, 408 • Dirt Bikes USA: Identifying Supply Chain
Management Solutions, 409 • Electronic Business Project: Evaluating Supply Chain
Management Services, 409 • Croup Project: Analyzing Enterprise Process
Integration, 410 • Case Study: Can Information Systems Restore Profitability to
Restoration Hardware? 411
Chapter 12 Managing Knowledge in the Digital Firm 414
Opening Case: Cott Struggles to Manage Unstructured Information 415
12.1 The Knowledge Management Landscape 416
Important Dimensions of Knowledge 416 • Organizational Learning and
Knowledge Management 418 • The Knowledge Management Value
Chain 418 • Types of Knowledge Management Systems 420
Contents xv
12.2 Enterprise Wide Knowledge Management Systems 421
Structured Knowledge Systems 423 • Semistructured Knowledge
Systems 424 • Knowledge Network Systems 427
Window on Management: An Enterprise Wide Knowledge Management
System Pays Off for Cuatrecasas 428
Supporting Technologies: Portals, Collaboration Tools, and Learning
Management Systems 430
12.3 Knowledge Work Systems 431
Knowledge Workers and Knowledge Work 431 • Requirements of
Knowledge Work Systems 431
Windows on Organizations: The U.S. Navy Creates the World's Largest
Classroom 432
Examples of Knowledge Work Systems 433
12.4 Intelligent Techniques 435
Capturing Knowledge: Expert Systems 436 • Organizational Intelligence:
Case Based Reasoning 439 • Fuzzy Logic Systems 439 • Neural
Networks 441 • Genetic Algorithms 442 • Hybrid Al Systems 443 •
Intelligent Agents 444
12.5 Management Opportunities, Challenges, and Solutions 445
Opportunities 445 * Management Challenges 446 * Solution
Guidelines 446
Make IT Your Business 448
Summary, 449 • Key Terms, 450 • Review Questions, 450 • Discussion
Questions, 451 • Application Software Exercise: Expert System Exercise: Building
a Simple Expert System for Retirement Planning, 451 • Dirt Bikes USA: Identifying
Opportunities for Knowledge Management, 451 • Electronic Commerce Project:
Using Intelligent Agents for Comparison Shopping, 452 • Group Project: Rating
Knowledge Network Systems, 452 • Case Study: Can Knowledge Management
Systems Help Pfizer? 453
Chapter 13 Enhancing Decision Making for the Digital Firm 456
Opening Case: Daimler's Bremen Plant Optimizes Deliveries with a DSS 457
13.1 Decision Making and Decision Support Systems 458
Business Intelligence and Decision Support 458 • Business Value of
Improved Decision Making 459 • Business Decision Making and the
Decision Making Process 460 • Trends in Decision Support and Business
Intelligence 465
13.2 Systems for Decision Support 465
The Difference between MIS and DSS 465 • Types of Decision Support
Systems 466
Window on Technology: Harrah's Finds Diamonds in the Data Mine 468
Components of DSS 469 • Business Value of DSS 470 • Web Based
Customer Decision Support Systems 474
Window on Management: GIS Help the Elderly in Sweden 475
13.3 Group Decision Support Systems 476
What Is a GDSS? 476 • Overview of a GDSS Meeting 477 • Business
Value of GDSS 478
xvi Contents
13.4 Executive Support in the Enterprise 479
The Role of Executive Support Systems in the Firm 479 • Business Value
of Executive Support Systems 480 • Executive Support Systems and the
Digital Firm 480
13.5 Management Opportunities, Challenges, and Solutions 482
Opportunities 482 • Management Challenges 483 • Solution
Guidelines 483
Make IT Your Business 484
Summary, 484 • Key Terms, 485 • Review Questions, 486 • Discussion
Questions, 486 • Application Software Exercise: Spreadsheet Exercise: Performing
Break Even Analysis and Sensitivity Analysis, 486 • Dirt Bikes USA: Analyzing the
Impact of Component Price Changes, 487 • Electronic Commerce Project: Using a
Web Based DSS for Retirement Planning, 488 • Group Project: Designing a
University GDSS, 488 • Case Study: Optimizing Operations at UPS, 489
Part Three Project Designing an Enterprise Information Portal 492
Part Four Building and Managing Information Systems 493
Chapter 14 Redesigning the Organization with Information
Systems 494
Opening Case: Australia's Victoria Country Fire Authority Responds with New
Systems 495
14.1 Systems as Planned Organizational Change 496
Linking Information Systems to the Business Plan 496 • Establishing
Organizational Information Requirements 496 • Systems Development
and Organizational Change 500
14.2 Business Process Reengineering and Process Improvement 501
Business Process Reengineering 501 • Steps in Effective
Reengineering 502 • Process Improvement: Business Process
Management, Total Quality Management, and Six Sigma 504
14.3 Overview of Systems Development 506
Systems Analysis 506 • Systems Design 507 • Completing the Systems
Development Process 508 • Modeling and Designing Systems: Structured
and Object Oriented Methodologies 511
14.4 Alternative Systems Building Approaches 516
Traditional Systems Life Cycle 516 • Prototyping 517 • End User
Development 518 • Application Software Packages and Outsourcing 519
Window on Technology: New Systems Keep Elie Tahari a Top Fashion
Innovator 520
14.5 Management Opportunities, Challenges, and Solutions 522
Opportunities 523 • Management Challenges 523
Window on Organizations: Wall Street Firms Grapple with Build Versus
Buy 524
Solution Guidelines 525
!
Contents xvii
Make IT Your Business 527
Summary, 527 • Key Terms, 528 • Review Questions, 529 • Discussion
Questions, 529 • Application Software Exercise: Database Exercise: Designing a
Customer System for Auto Sales, 529 • Dirt Bikes USA: Designing an Employee
Training and Skills Tracking System, 530 • Electronic Business Project:
Redesigning Business Processes for Web Procurement, 531 • Group Project:
Preparing Web Site Design Specifications, 531 • Case Study: Blue Rhino Slows
Down to Get Ahead, 532
Chapter 15 Understanding the Business Value of Systems and
Managing Change 534
Opening Case: HSBC Malaysia: Master of Change Management 535
15.1 Understanding the Business Value of Information Systems 536
Traditional Capital Budgeting Models 537 • Case Example: Capital
Budgeting for a New Supply Chain Management System 539 • Strategic
Considerations 543 • Information Technology Investments and
Productivity 546
15.2 The Importance of Change Management in Information Systems Success
and Failure 548
Information Systems Problem Areas 548
Window on Organizations: Whaf s Wrong with Quixtar.com? 550
Change Management and the Concept of Implementation 551 "Causes
of Implementation Success and Failure 551
Window on Management: The Navy/Marine Corps Intranet Turns into a
Battleground 554
Change Management Challenges for Business Process Reengineering,
Enterprise Applications, and Mergers and Acquisitions 556
15.3 Managing Implementation 557
Controlling Risk Factors 557 • Designing for the Organization 558
15.4 Management Opportunities, Challenges, and Solutions 561
Opportunities 561 • Management Challenges 561 • Solution
Guidelines 561
Make IT Your Business 562
Summary, 563 • Key Terms, 564 • Review Questions, 564 • Discussion
Questions, 564 • Application Software Exercise: Spreadsheet Exercise: Capital
Budgeting for a New CAD System, 565 • Dirt Bikes USA: Analyzing the Return on a
New System Investment, 565 • Electronic Business Project: Buying and Financing
a Home, 565 • Group Project: Identifying Implementation Problems, 566 • Case
Study: Can the IRS Modernize Its Systems?, 567
Chapter 16 Managing International Information Systems 570
Opening Case: Drager Safety Creates a Global Supply Chain 571
16.1 The Growth of International Information Systems 572
Developing an International Information Systems Architecture 572 • The
Global Environment: Business Drivers and Challenges 574 • State of the
Art 577
xviii Contents
16.2 Organizing International Information Systems 577
Global Strategies and Business Organization 577 • Global Systems to Fit
the Strategy 578 • Reorganizing the Business 579
16.3 Managing Global Systems 580
A Typical Scenario: Disorganization on a Global Scale 580 • Global
Systems Strategy 581
16.4 Technology Issues and Opportunities for Global Value Chains 583
Technology Challenges of Global Systems 583 • Managing Global
Software Development 586
Window on Management: Getting Systems to Work in China Slowly 587
16.5 Management Opportunities, Challenges, and Solutions 590
Opportunities 590 • Management Challenges 590
Window on Organizations: Offshore Outsourcing: Good or Bad? 591
Solution Guidelines 592
Make IT Your Business 593
Summary, 593 • Key Terms, 594 • Review Questions, 594 • Discussion
Questions, 595 • Application Software Exercise: Database and Web Page
Development Tool Exercise: Building a Job Database and Web Page for an
International Consulting Firm, 595 • Dirt Bikes USA: Expanding International
Sales, 595 • Electronic Business Project: Conducting International Marketing
and Pricing Research, 595 • Group Project: Identifying Information Technology
for Global Business Strategies, 596 • Case Study: Celanese Recentralizes with
a New Enterprise System, 597
Part Four Project Redesigning Business Processes for Healthlite
Yogurt Company 599
International Case Studies 601
Hands On Guide to MIS 630
References Rl
Glossary Gl
Photo and Screen Shot Credits PI
Indexes II |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| author | Laudon, Kenneth C. 1944- Laudon, Jane Price |
| author_GND | (DE-588)123875196 (DE-588)124931316 |
| author_facet | Laudon, Kenneth C. 1944- Laudon, Jane Price |
| author_role | aut aut |
| author_sort | Laudon, Kenneth C. 1944- |
| author_variant | k c l kc kcl j p l jp jpl |
| building | Verbundindex |
| bvnumber | BV020858818 |
| classification_rvk | QP 345 ST 505 |
| ctrlnum | (OCoLC)633688664 (DE-599)BVBBV020858818 |
| discipline | Informatik Wirtschaftswissenschaften |
| discipline_str_mv | Informatik Wirtschaftswissenschaften |
| edition | 9. ed. |
| format | Book |
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| genre | 1\p (DE-588)4123623-3 Lehrbuch gnd-content |
| genre_facet | Lehrbuch |
| id | DE-604.BV020858818 |
| illustrated | Illustrated |
| index_date | 2024-07-02T13:22:18Z |
| indexdate | 2024-07-09T20:26:49Z |
| institution | BVB |
| isbn | 0131538411 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-014180410 |
| oclc_num | 633688664 |
| open_access_boolean | |
| owner | DE-858 DE-859 DE-521 DE-11 DE-188 |
| owner_facet | DE-858 DE-859 DE-521 DE-11 DE-188 |
| physical | getr. Zählung Ill., graph. Darst., Kt. 1 CD-ROM (12 cm) |
| publishDate | 2006 |
| publishDateSearch | 2006 |
| publishDateSort | 2006 |
| publisher | Pearson u.a. |
| record_format | marc |
| spelling | Laudon, Kenneth C. 1944- Verfasser (DE-588)123875196 aut Management information systems managing the digital firm Kenneth C. Laudon ; Jane P. Laudon 9. ed. Upper Saddle River, N.J. Pearson u.a. 2006 getr. Zählung Ill., graph. Darst., Kt. 1 CD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Wirtschaftsinformatik (DE-588)4112736-5 gnd rswk-swf Managementinformationssystem (DE-588)4074518-1 gnd rswk-swf 1\p (DE-588)4123623-3 Lehrbuch gnd-content Electronic Commerce (DE-588)4592128-3 s Managementinformationssystem (DE-588)4074518-1 s DE-188 Wirtschaftsinformatik (DE-588)4112736-5 s 2\p DE-604 Laudon, Jane Price Verfasser (DE-588)124931316 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014180410&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Laudon, Kenneth C. 1944- Laudon, Jane Price Management information systems managing the digital firm Electronic Commerce (DE-588)4592128-3 gnd Wirtschaftsinformatik (DE-588)4112736-5 gnd Managementinformationssystem (DE-588)4074518-1 gnd |
| subject_GND | (DE-588)4592128-3 (DE-588)4112736-5 (DE-588)4074518-1 (DE-588)4123623-3 |
| title | Management information systems managing the digital firm |
| title_auth | Management information systems managing the digital firm |
| title_exact_search | Management information systems managing the digital firm |
| title_exact_search_txtP | Management information systems managing the digital firm |
| title_full | Management information systems managing the digital firm Kenneth C. Laudon ; Jane P. Laudon |
| title_fullStr | Management information systems managing the digital firm Kenneth C. Laudon ; Jane P. Laudon |
| title_full_unstemmed | Management information systems managing the digital firm Kenneth C. Laudon ; Jane P. Laudon |
| title_short | Management information systems |
| title_sort | management information systems managing the digital firm |
| title_sub | managing the digital firm |
| topic | Electronic Commerce (DE-588)4592128-3 gnd Wirtschaftsinformatik (DE-588)4112736-5 gnd Managementinformationssystem (DE-588)4074518-1 gnd |
| topic_facet | Electronic Commerce Wirtschaftsinformatik Managementinformationssystem Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014180410&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT laudonkennethc managementinformationsystemsmanagingthedigitalfirm AT laudonjaneprice managementinformationsystemsmanagingthedigitalfirm |