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Information Systems Management in Practice

ISBN: 9780131854710 | 0131854712
Edition: 8th
Format: Hardcover
Publisher: Prentice Hall
Pub. Date: 1/1/2009

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SummaryTable of Contents
For use as a capstone course text in MIS and in Management of Information Technology/Systems courses. Dealing with the management of information technology (IT) as it is being practiced in organizations today, the emphasis of this text is on the current material that information systems executives find important; its organization is around a framework that students can understand. In this 7 th edition, discussions include the rising societal risks of IT, new sections on digital convergence, messaging, and instant messaging, and a revised discus... MORE
Prefacexxi
The Importance of Information Systems Management
1(46)
Introduction
1(3)
... MORE
Themes of This Book
2(1)
Management of IS
3(1)
A Little History
4(1)
The Organizational Environment
5(7)
The External Business Environment
5(2)
The Internal Organizational Environment
7(3)
Goals of the New Work Environment
10(2)
The Technology Environment
12(3)
Hardware Trends
12(1)
Software Trends
12(1)
Data Trends
13(1)
Communications Trends
14(1)
The Mission of IS Organizations
15(1)
A Simple Model
16(1)
A Better Model
17(3)
The Technologies
17(1)
The Users
18(1)
System Development and Delivery
19(1)
IS Management
19(1)
Organization of This Book
20(24)
Case Example: MeadWestvaco Corporation
21(23)
Questions and Exercises
44(1)
References
45(2)
PART I: LEADERSHIP ISSUES
47(130)
The Top is Job
49(50)
Introduction
49(1)
Where Is the IS Organization Headed?
50(12)
The Escalating Benefits of IT
50(2)
Case Example: The SABRE System
52(1)
Traditional Functions Are Being Nibbled Away
53(1)
New Roles Are Emerging
54(4)
Toward IS Lite
58(2)
Case Example: LifeScan
60(2)
The CIO's Responsibilities
62(34)
CIO Roles in Three Eras
62(3)
Leading: Creating a Vision by Understanding the Business
65(4)
Case Example: BP
69(4)
Case Example: Aetna Life and Casualty
73(2)
Governing: Establishing an IS Governance Structure
75(3)
Case Example: Duke Energy International
78(1)
Investing: Shaping the IT Portfolio
79(2)
Case Example: Wal-Mart Versus Kmart
81(1)
Case Example: AXA Financial
82(7)
Managing: Establishing Credibility and Fostering Change
89(3)
Case Example: Rexam
92(3)
The Office of the CIO?
95(1)
Whither CIOs?
95(1)
Conclusion
96(1)
Questions and Exercises
96(1)
References
97(2)
Strategic Uses of Information Technology
99(35)
Introduction
100(7)
History of Strategic Uses of IT
100(1)
Whither the Internet Revolution?
101(2)
The Cheap Revolution
103(1)
Episode Two: Profitability Strikes Back
103(1)
Case Example: Grainger
104(1)
Does IT Still Matter?
105(2)
Working Inward: Business-to-Employee
107(6)
Building an Intranet
108(1)
Case Example: GE Power Systems
109(1)
Fostering a Sense of Belonging
110(1)
Case Example: Wire Nova Scotia
111(2)
Working Outward: Business-to-Customer
113(10)
Jumping to a New Experience Curve
113(1)
Case Example: The Shipping Industry
114(2)
Case Example: Cisco Systems and UPS Supply Chain Solutions
116(1)
The Emergence of Electronic Tenders
117(1)
Getting Closer to Customers
117(2)
Case Example: Semco, S.A.
119(2)
Being an Online Customer
121(1)
Case Example: A Day in the Life of an E-lancer
121(2)
Working Across: Business-to-Business
123(8)
Coordinating with Cosuppliers
123(1)
Case Example: General Mills and Land O'Lakes
124(1)
Establishing Close and Tight Relationships
124(2)
Case Example: Sara Lee Bakery Group
126(2)
Becoming a Customer-Centric Value Chain
128(1)
Case Example: Dell
129(1)
Getting Back-End Systems in Shape
130(1)
Conclusion
131(1)
Questions and Exercises
131(2)
References
133(1)
Information Systems Planning
134(43)
Introduction
134(3)
Why Planning Is So Difficult
135(2)
The Changing World of Planning
137(8)
Traditional Strategy Making
137(2)
Today's Sense-and-Respond Approach
139(1)
Case Example: Microsoft
140(1)
Case Example: Skandia Future Centers
141(2)
Case Example: Shell Oil
143(2)
Seven Planning Techniques
145(21)
Stages of Growth
146(1)
Critical Success Factors
147(1)
Competitive Forces Model
148(2)
Framework Example: Five Forces Analysis of the Internet
150(2)
Value Chain Analysis
152(2)
Case Example: An Automobile Manufacturer
154(1)
E-Business Value Matrix
155(2)
Case Example: Cisco Systems
157(1)
Linkage Analysis Planning
158(2)
Case Example: Electric Power Research Institute
160(2)
Scenario Planning
162(1)
Case Example: Scenarios on the Future of IS Management
163(3)
Conclusion
166(1)
Questions and Exercises
167(1)
References
168(1)
Part I Discussion Case: What IT Strategy Would You Recommend Based on Royal Dutch/Shell Group's Scenarios?
169(8)
PART II: MANAGING THE ESSENTIAL TECHNOLOGIES
177(192)
Distributed Systems: The Overall Architecture
179(48)
Introduction
180(8)
Four Attributes of Distributed Systems
181(2)
When to Distribute Computing Responsibilities
183(1)
Two Guiding Frameworks
184(4)
Seven Types of Distributed Systems
188(20)
Host-Based Hierarchy
188(1)
Decentralized Stand-Alone Systems
189(1)
Peer-to-Peer LAN-Based Systems
190(1)
Hybrid Enterprisewide Systems
190(2)
Case Example: Northwest Airlines
192(3)
Client-Server Systems
195(2)
Case Example: An Aerospace Company
197(3)
Internet-Based Computing
200(1)
Case Example: Chubb & Son Insurance Company
201(1)
Case Example: The SABRE Group
202(1)
Case Example: 31
203(1)
Web Services
204(3)
Case Example: General Motors
207(1)
Defining the Overall IT Architecture
208(10)
An Enterprise Architecture Framework
209(3)
Case Example: FMC Corporation
212(2)
Case Example: The SABRE System
214(1)
The Coming Architecture: Service-Oriented Architecture
215(1)
Case Example: Credit Suisse
216(2)
The Importance of the IT Infrastructure
218(6)
The Structure of the IT Infrastructure
218(3)
Three Views of Infrastructure
221(1)
Case Example: City of Sunnyvale, California
222(2)
Conclusion
224(1)
Questions and Exercises
224(1)
References
225(2)
Managing Telecommunications
227(36)
Introduction
227(1)
The Evolving Telecommunications Scene
228(1)
A New Telecommunications Infrastructure Is Being Built
228(1)
The Telecommunications Industry Is Being Transformed
229(30)
Case Example: ICG Communications
231(2)
The Internet Is the Network of Choice
233(1)
Case Example: XYZ Company
234(2)
Case Example: National Semiconductor
236(1)
Digital Convergence Has Become a Reality
237(2)
Case Example: Toronto Pearson International Airport
239(1)
The OSI Reference Model Underlies Today's Networks
240(3)
The Rate of Change Is Accelerating
243(1)
The Optical Era Will Provide Bandwidth Abundance
244(1)
The Wireless Century Begins
245(3)
Case Example: BMW
248(3)
Case Example: Louisville Metro Sewer District
251(2)
Case Example: American Greetings
253(3)
Messaging Is a Killer App
256(1)
Case Example: Keebler
257(1)
Coming: An Internet of Things
258(1)
The Role of the IS Department
259(1)
Conclusion
260(1)
Questions and Exercises
260(1)
References
261(2)
Managing Information Resources
263(35)
Introduction
263(2)
Managing Data
265(7)
The Three-Level Database Model
265(1)
Four Data Models
265(3)
Getting Corporate Data into Shape
268(2)
Case Example: Monsanto
270(2)
Managing Information
272(23)
Four Types of Information
273(1)
Data Warehouses
273(4)
Case Example: Owens & Minor
277(3)
Document Management
280(2)
Case Example: HICSS Personal Proceedings
282(1)
Case Example: Tapiola Insurance Group
283(3)
Case Example: Tennessee Valley Authority
286(1)
Content Management
287(3)
Case Example: Eastman Chemical Company
290(3)
Case Example: Groove Networks
293(2)
Conclusion
295(1)
Questions and Exercises
295(1)
References
296(2)
Managing Operations
298(71)
Introduction
299(1)
What Are Operations?
300(4)
Why Talk About Operations?
300(1)
Solving Operational Problems?
300(1)
Operational Measures
300(1)
The Importance of Good Management
301(1)
What's New in Operations?
301(2)
Case Example: Microsoft
303(1)
Outsourcing IS Functions
304(22)
The Driving Forces Behind Outsourcing
304(1)
Changing Customer--Vendor Relationships
304(2)
Outsourcing's History
306(3)
Case Example: ANZ Banking Group Ltd.
309(3)
Case Example: Mobil Travel Guide
312(1)
Managing Outsourcing
313(1)
Case Example: Eastman Kodak Company
313(4)
Case Example: Honda Motor Company
317(1)
Off shoring
318(3)
Case Example: Exult
321(5)
Information Security
326(14)
The Threats
326(3)
Case Example: Credit Card Fraud
329(2)
Security's Five Pillars
331(1)
Management Countermeasures
332(2)
Case Example: An Internet Services Company
334(2)
Technical Countermeasures
336(3)
Case Example: Plymouth Rock Assurance Corporation
339(1)
Planning for Business Continuity
340(7)
Using Internal Resources
341(2)
Using External Resources
343(1)
Case Example: Household International
344(3)
Conclusion
347(1)
Questions and Exercises
347(1)
References
348(2)
Part II Discussion Case: Managing Information Security on a Shoestring Budget
350(19)
PART III: MANAGING SYSTEM DEVELOPMENT
369(92)
Technologies for Developing Systems
371(31)
Introduction
371(1)
Foundations of System Development
372(9)
Structured Development
373(1)
Fourth-Generation Languages
374(1)
Software Prototyping
375(1)
Computer-Aided Software Engineering
375(1)
Case Example: DuPont Cable Management Services
376(2)
Object-Oriented Development
378(1)
Client-Server Computing
379(1)
Case Example: MGM
379(2)
System Integration
381(5)
ERP Systems
382(1)
Case Example: Colgate-Palmolive
383(1)
Middleware
384(1)
Case Example: A Telecommunications Firm
385(1)
Interorganizational System Development
386(5)
Discussion Case: How Should ExxonMobil Leverage Its IT Asset?
386(2)
Case Example: Hong Kong Exchanges and Clearing
388(3)
Internet-Based Systems
391(8)
Application Servers
391(1)
Java
392(1)
Web Services
393(1)
Case Example: Building a Web Service
394(2)
Case Example: Bekins
396(3)
Conclusion
399(1)
Questions and Exercises
399(1)
References
400(2)
Management Issues in System Development
402(59)
Introduction
403(1)
Project Management
404(20)
What Is Project Management?
404(1)
The Job of a Project Manager
405(3)
Case Example: A Day in the Life of an IT Project Manager
408(5)
Change Management
413(1)
Case Example: The BOC Group
414(3)
Risk Management
417(3)
Case Example: Dow Coming
420(2)
Tips for Good IT Project Management
422(2)
Improving Legacy Systems
424(11)
To Replace or Not to Replace?
424(1)
Options for Improving a Legacy System
424(3)
Case Example: GTE Directories
427(3)
Case Example: Amazon.com
430(1)
Case Example: Toyota Motor Sales
431(3)
Case Example: Wachovia
434(1)
Measuring the Benefits of Systems
435(6)
Distinguish Between the Different Roles of Systems
436(1)
Measure What Is Important to Management
437(1)
Assess Investments Across Organizational Levels
438(1)
Case Example: A Trucking Company
438(2)
Do Investors Value IT Investments?
440(1)
Conclusion
441(1)
Questions and Exercises
442(1)
References
443(2)
Part III Discussion Case: A Dream Project Turns Nightmare: How Flawless Software Never Got Implemented
445(16)
PART IV: SYSTEMS FOR SUPPORTING KNOWLEDGE-BASED WORK
461(104)
Supporting Decision Making
463(35)
Introduction
463(2)
Case Example: A Problem-Solving Scenario
464(1)
Technologies That Support Decision Making
465(18)
Decision Support Systems
466(2)
Case Example: Ore-Ida Foods
468(1)
Case Example: A Major Services Company
469(1)
Data Mining
470(1)
Case Example: Harrah's Entertainment
470(2)
Executive Information Systems
472(1)
Case Example: Xerox Corporation
473(3)
Case Example: General Electric
476(1)
Expert Systems
477(3)
Case Example: American Express
480(2)
Agent-Based Modeling
482(1)
Toward the Real-Time Enterprise
483(12)
Enterprise Nervous Systems
484(1)
Case Example: Delta Air Lines
485(1)
Straight-Through Processing
486(1)
Real-Time CRM
486(1)
Case Example: A Real-Time Interaction on a Web Site
486(2)
Communication Objects
488(2)
Vigilant Information Systems
490(1)
Case Example: Western Digital
491(3)
The Dark Side of Real Time
494(1)
Conclusion
495(1)
Questions and Exercises
495(1)
References
496(2)
Supporting Collaboration
498(31)
Introduction
498(2)
Teams: The Basis of Organizations
499(1)
Understanding Groups
500(8)
Characteristics of Groups
500(1)
Types of Groups
501(2)
Communities of Practice
503(1)
Case Example: DaimlerChrysler
503(2)
Network Armies
505(1)
Case Example: The Open Source Movement
506(2)
Systems to Support Collaboration
508(15)
Supporting ``Same Time/Same Place'' Collaboration
510(2)
Case Example: Burr-Brown Corporation
512(3)
Supporting ``Same Time/Same Place'' Presentations and Discussions
515(1)
Case Example: HICSS
516(2)
Supporting ``Different-Place'' Collaboration
518(1)
Case Example: Boeing-Rocketdyne
519(4)
Managing Collaboration in Virtual Organizations
523(3)
Motivating a Virtual Workforce
524(1)
Governing Virtual Organizations
524(2)
Conclusion
526(1)
Questions and Exercises
526(1)
References
527(2)
Supporting Knowledge Work
529(36)
Introduction
529(2)
Companies Want to Manage Knowledge
530(1)
A Model for Managing Knowledge
531(17)
Building Human Capital
532(1)
Case Example: Buckman Laboratories
533(3)
Case Example: BP
536(1)
Building Structural Capital
537(1)
Case Example: A Pharmaceutical Company
537(2)
Case Example: Skandia Future Centers
539(1)
Case Example: A U.S. Energy Company
540(1)
Building Customer Capital
541(1)
Case Example: A North American Bank
542(1)
The Cultural Side of Knowledge Management
543(3)
Case Example: Partners Health Care System
546(2)
Intellectual Capital Issues
548(2)
Value Issues
548(1)
Usage Issues
549(1)
Sharing Issues
549(1)
The Vast Arena of Computer Ethics
550(9)
A Little History
551(1)
What Is Computer Ethics?
551(2)
Information Privacy
553(2)
Intellectual Property Rights
555(1)
Legal Jurisdiction
556(1)
Online Contracting
557(1)
Case Example: Clickwrap Agreements
558(1)
Conclusion
559(1)
Questions and Exercises
560(1)
References
561(1)
Part IV Discussion Case: How Should Lego Protect Its Trademark, Operating System, and Applications?
562(3)
PART V: THINKING AHEAD
565(44)
The Challenges Ahead
567(42)
Introduction
567(1)
Organizing Principles
568(16)
The Learning Organization
568(2)
Processes Rather Than Functions
570(1)
Case Example: NYNEX
571(1)
Case Example: A Football Team
572(1)
Communities Rather Than Groups
573(1)
Case Example: National Semiconductor
574(1)
Virtual Rather Than Physical
575(1)
Case Example: Sun Microsystems
575(1)
Self-Organizing Rather Than Designed
575(2)
Case Example: Cemex
577(1)
Case Example: Semco, S. A.
578(2)
Adaptable Rather Than Stable
580(1)
Case Example: Capital One
581(1)
Distributed Rather Than Centralized
582(2)
Understanding a Networked World
584(9)
The Internet Mindset
584(2)
Where's the Value in a Network?
586(3)
The Rules of Networks
589(4)
Moving Forward
593(13)
Understanding Users
593(3)
Increasing Executives' Understanding of IT
596(4)
Case Example: MIT's IT for the Non-IT Executive Program
600(2)
Educating IS About the Business
602(2)
Case Example: SIM's Strategic Business Leaders Program
604(2)
Conclusion
606(1)
Questions and Exercises
606(1)
References
607(2)
Glossary609(14)
Index623

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