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Information Systems Management in Practice

ISBN: 9780138479718 | 0138479712
Edition: 4th
Format: Hardcover
Publisher: Prentice Hall Professional Technical Reference
Pub. Date: 8/1/1997

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Table of Contents
PREFACExvii
1 THE IMPORTANCE OF INFORMATION SYSTEMS MANAGEMENT
1(30)
INTRODUCTION
1(1)
... MORE
A LITTLE HISTORY
2(3)
The Classic Infrastructure
3(1)
Pressures for Integration
4(1)
THE ORGANIZATIONAL ENVIRONMENT
5(3)
The External Organizational Environment
5(2)
The Internal Organizational Environment
7(1)
THE TECHNOLOGY ENVIRONMENT
8(3)
Hardware Trends
8(1)
Software Trends
9(1)
Data Trends
10(1)
Communications Trends
11(1)
THE MISSION OF INFORMATION SYSTEMS
11(1)
A SIMPLE MODEL
12(1)
A BETTER MODEL
13(3)
The Technologies
14(1)
The Users
14(1)
System Development
15(1)
Information Systems Management
16(1)
ORGANIZATION OF THIS BOOK
17(1)
Case Example: Mead Corporation
18(10)
QUESTIONS AND EXERCISES
28(1)
REFERENCES
29(2)
PART I LEADERSHIP ISSUES31(100)
2 LEADERSHIP ISSUES IN INFORMATION SYSTEMS MANAGEMENT
33(28)
INTRODUCTION
33(1)
THE CIO's RESPONSIBILITIES
34(19)
Understand the Business
35(5)
Establish Systems Department Credibility
40(1)
Increase the Technological Maturity of the Firm
41(1)
Create a Vision of the Future and Sell It
41(3)
Case Example: The Boeing Company
44(3)
Implement an Information System Architecture
47(1)
Nurture Relationships
48(2)
Case Example: Federal-Mogul
50(3)
THE EVOLVING INFORMATION SYSTEMS FUNCTION
53(5)
The Escalating Benefits of Information Technology
53(2)
Case Example: The SABRE System
55(1)
Where are IS Departments Headed?
55(3)
CONCLUSION
58(1)
QUESTIONS AND EXERCISES
59(1)
REFERENCES
60(1)
3 THE STRATEGIC ROLE OF INFORMATION TECHNOLOGY
61(39)
INTRODUCTION
61(3)
Where Are We Headed?
63(1)
LOOKING INWARD
64(12)
Redesign Business Processes
64(1)
Case Example: Prudential Insurance Company
65(5)
Capitalize on a Company Intranet
70(1)
Case Example: Home Box Office
71(2)
Improve Organizational Structure
73(1)
Case Example: Otis Elevator
73(2)
Case Example: First Virtual Holdings
75(1)
LOOKING OUTWARD
76(8)
Jump to a New Experience Curve
76(1)
Case Example: The Shipping Industry
77(1)
Embed IT in Products and Services
78(1)
Case Example: Federal Express
79(1)
Make Strategic Use of "Marketspace"
80(1)
Case Example: An Automobile Manufacturer
80(4)
LOOKING ACROSS
84(12)
Characteristics of Interorganizational Systems
85(2)
Case Example: Airborne Express
87(2)
Case Example: Mobil Oil
89(1)
Information Links
90(1)
Case Example: TradeNet
90(3)
Case Example: Rockwell International
93(1)
Tight versus Loose Linkage
93(2)
Electronic Markets
95(1)
Case Example: Telcot
95(1)
CONCLUSION
96(1)
QUESTIONS AND EXERCISES
97(1)
REFERENCES
98(2)
4 INFORMATION SYSTEMS PLANNING
100(31)
INTRODUCTION
100(3)
Types of Planning
101(1)
Why Is Planning So Difficult?
102(1)
TOOLS AND APPROACHES FOR SYSTEMS PLANNING
103(26)
Stages of Growth
103(1)
Critical Success Factors
104(1)
Investment Strategy Analysis
105(3)
The Scenario Approach
108(4)
Case Example: Denny's, Inc.
112(1)
Linkage Analysis Planning
113(2)
Case Example: Electric Power Research Institute
115(2)
Creative Problem Solving
117(2)
Enterprise Modeling
119(1)
Case Example: United Technologies Microelectronics Center (UTMC)
120(9)
CONCLUSION
129(1)
QUESTIONS AND EXERCISES
129(1)
REFERENCES
130(1)
PART II MANAGING THE ESSENTIAL TECHNOLOGIES131(128)
5 DISTRIBUTED SYSTEMS: THE OVERALL ARCHITECTURE
133(38)
INTRODUCTION
133(8)
Four Attributes of Distributed Systems
134(2)
When to Distribute Computing Responsibilities
136(2)
Two Guiding Frameworks
138(3)
SIX TYPES OF DISTRIBUTED SYSTEMS
141(15)
Host-Based Hierarchy
141(1)
Decentralized Stand-alone Systems
142(1)
Peer-to-Peer LAN-Based Systems
143(1)
Hybrid Enterprisewide Systems
143(3)
Case Example: Northwest Airlines
146(3)
Client/Server Systems
149(2)
Case Example: An Aerospace Company
151(4)
Network-Centric Systems
155(1)
Case Example: "Bull Securities"
156(1)
DESCRIBING THE OVERALL ARCHITECTURE
156(6)
Why Architecture Is Important
157(1)
An Enterprise Architecture Framework
157(5)
THE IT INFRASTRUCTURE
162(5)
Four Types of IT Investments
162(1)
What Is an IT Infrastructure?
163(1)
Three Views of Infrastructure
164(1)
Case Example: City of Sunnyvale, California
165(2)
Is Infrastructure IS's Main Role?
167(1)
CONCLUSION
167(1)
QUESTIONS AND EXERCISES
168(1)
REFERENCES
169(2)
6 MANAGING TELECOMMUNICATIONS
171(26)
INTRODUCTION
171(1)
THE EVOLVING TELECOMMUNICATIONS SCENE
172(1)
The Status of Telecom Today
172(5)
The All-Important OSI Reference Model
177(2)
The Model's Seven Layers
179(4)
WIRELESS COMMUNICATIONS
183(1)
Wireless LANs
183(1)
Wireless WAN Services
184(3)
Personal Communication Services
187(1)
THE INTERNET
187(1)
Its Past and Present
188(2)
The Issue of Growth
190(1)
The Issue of Transition
190(1)
THE IS DEPARTMENT'S ROLE
191(1)
Create an Overall Architecture
191(1)
Achieve Connectivity
192(2)
CONCLUSION
194(1)
QUESTIONS AND EXERCISES
194(1)
REFERENCES
195(2)
7 MANAGING INFORMATION RESOURCES
197(30)
INTRODUCTION
197(1)
GETTING CORPORATE DATA INTO SHAPE
198(6)
The Problem: Inconsistent Data Definitions
198(1)
The Role of Data Administration
199(2)
The Importance of Data Dictionaries
201(1)
Case Example: Monsanto
201(3)
MANAGING DATA
204(9)
The Three-Level Database Model
204(1)
Three Traditional Data Models
205(2)
Next-Generation Database Management Systems
207(3)
Distributing Data
210(1)
Alternatives to True Distributed Databases
211(2)
MANAGING INFORMATION
213(9)
Information Management Issues
213(3)
Four Types of Information
216(2)
Case Example: American Isuzu Motors
218(2)
Case Example: California State University, Los Angeles
220(2)
TOWARD MANAGING KNOWLEDGE
222(1)
Case Example: A Pharmaceutical Company
222(2)
CONCLUSION
224(1)
QUESTIONS AND EXERCISES
224(1)
REFERENCES
225(2)
8 MANAGING OPERATIONS
227(34)
INTRODUCTION
227(1)
WHAT ARE OPERATIONS?
228(2)
Why Talk About Operations?
228(1)
Solving Operational Problems
228(1)
Operational Measures
229(1)
The Importance of Good Management
229(1)
IMPROVING DATA CENTER OPERATIONS
230(6)
Running Efficient Data Centers
230(1)
Case Example: Mutual of Omaha
231(1)
Toward Unattended Computer Centers
232(3)
Case Example: U S WEST
235(1)
OUTSOURCING INFORMATION SYSTEMS FUNCTIONS
236(6)
The Driving Forces Behind Outsourcing
237(1)
The Expanding Scope of Vendor Options
237(1)
Trends in IT Outsourcing
238(2)
Recommendations to Management
240(1)
Case Example: Eastman Kodak Company
240(2)
MANAGING TODAY'S COMPLEX NETWORKS
242(7)
Trends in Network Management
243(2)
Security and the Internet
245(1)
Case Example: Five Interconnect Scenarios
246(3)
DISASTER RECOVERY FOR DISTRIBUTED SYSTEMS
249(7)
Using Internal Resources
249(2)
Using External Resources
251(2)
Summary
253(1)
Case Example: Household International
253(3)
CONCLUSION
256(1)
QUESTIONS AND EXERCISES
256(1)
REFERENCES
257(2)
PART III MANAGING TRADITIONAL SYSTEM DEVELOPMENT259(60)
9 TECHNOLOGIES FOR DEVELOPING SYSTEMS
261(31)
INTRODUCTION
261(1)
THE 1970s
262(3)
The Goals of Structured Development
263(1)
Emphasis on the Early Phases
264(1)
THE EARLY 1980s
265(4)
Fourth Generation Languages
265(1)
Software Prototyping
267(1)
Case Example: Santa Fe Railroad
268(1)
THE LATE 1980s
269(9)
Computer-Aided Software Engineering
270(1)
Case Example: Du Pont Cable Management Services
271(1)
Object-Oriented Development
272(3)
Case Example: Brooklyn Union Gas
275(3)
THE 1990s
278(10)
Client/Server Computing
279(1)
Case Example: MGM
279(3)
Case Example: An Aerospace Company
282(2)
Web-Based Intranet Applications
284(2)
Case Example: Developing a Web-Based Groupware Application
286(1)
Case Example: Snap-On, Inc.
287(1)
CONCLUSION
288(1)
QUESTIONS AND EXERCISES
289(1)
REFERENCES
290(2)
10 MANAGEMENT ISSUES IN SYSTEM DEVELOPMENT
292(27)
WHAT APPLICATIONS SHOULD BE DEPLOYED?
293(2)
Take a Portfolio Approach
293(1)
Case Example: A Computer Company
294(1)
HOW CAN SYSTEM BENEFITS BE MEASURED?
295(6)
Distinguish Between the Different Roles of Systems
296(2)
Measure What Is Important to Management
298(1)
Assess Investments Across Organizational Levels
298(1)
Case Example: A Trucking Company
299(2)
HOW CAN HIGHER QUALITY SYSTEMS BE DEVELOPED?
301(5)
Focus on the "Right" Work
301(2)
Manage the Data and Its Quality
303(2)
Develop a Maintenance Strategy
305(1)
HOW CAN LEGACY SYSTEMS BE IMPROVED?
306(9)
To Replace or Not to Replace?
306(1)
Options for Improving a Legacy System
307(2)
Case Example: GTE Directories
309(3)
The Year 2000 Problem
312(2)
Case Example: Merrill Lynch
314(1)
SUMMARY
315(1)
QUESTIONS AND EXERCISES
316(1)
REFERENCES
317(2)
PART IV MANAGING THE EXPANDING UNIVERSE OF COMPUTING319(44)
11 THE EXPANDING UNIVERSE OF COMPUTING
321(20)
INTRODUCTION
321(4)
Six Technologies Underlying the New Work Environment
322(3)
MOBILE COMPUTING
325
The Incredible, Shrinking Computer
325(1)
The Widespread Use of Electronic Mail
326(1)
Field Force Automation
327(1)
Case Example: Nissan Motor Corporation/USA
327(1)
Case Example: Kraft Foodservice
328(1)
MULTIMEDIA
329(4)
Two Future Multimedia Interfaces
330(2)
Case Example: SABREvision
332(1)
THE INTERNET
333(5)
The Internet Mindset
334(2)
Internet Communities
336(1)
Fantasy On-line
337(1)
CONCLUSION
338(1)
QUESTIONS AND EXERCISES
339(1)
REFERENCES
339(2)
12 SUPPORTING THE EXPANDING UNIVERSE OF COMPUTING
341(22)
INTRODUCTION
341(1)
THE TECHNOLOGY CAMEL
341(5)
Eager Beavers: The Innovators and Pioneers
342(1)
Early Adopters: The First Consumers
343(1)
Early Majority: The First Big Wave
344(1)
Late Majority: The Technology Skeptics
345(1)
Technically Averse: "Not on My Time You Don't"
345(1)
SUPPORTING END USERS
346(4)
Supporting Today's End Users
347(1)
Case Example: A Computer Company
347(3)
ENCOURAGING USE OF MULTIMEDIA
350(4)
To Cope with Complexity
350(2)
For More Knowledgeable Users
352(1)
Case Example: A Trading Course from Codex
353(1)
REACHING OUT TO CONSUMERS
354(2)
Case Example: The Huntington National Bank
354(2)
IMPLICATIONS FOR IS MANAGEMENT
356(3)
Moving Toward Doug Engelbart's Vision
357(2)
SUMMARY
359(1)
QUESTIONS AND EXERCISES
360(1)
REFERENCES
361(2)
PART V SUPPORT SYSTEMS363(116)
13 DECISION SUPPORT SYSTEMS AND EXECUTIVE INFORMATION SYSTEMS
365(29)
INTRODUCTION
365(3)
DSS and Other Systems
366(1)
Case Example: Problem Solving Scenario
366(2)
THE ARCHITECTURE FOR DSS
368(3)
The Dialog Component
368(1)
The Data Component
369(2)
The Model Component
371(1)
Summary
371(1)
THE CURRENT STATUS OF DSS
371(6)
Typical Examples
372(1)
Case Example: Ore-Ida Foods
372(1)
Case Example: Sara Lee
373(1)
Case Example: A Major Services Company
374(1)
The Role of Computer Graphics
375(2)
Case Example: Marine Terminals Corporation
377(1)
CURRENT DEVELOPMENTS AND TRENDS
377(2)
Important Developments in DSS
378(1)
Summary
379(1)
EXECUTIVE INFORMATION SYSTEMS
379(4)
Executives Do Use Computers!
379(2)
Doing It Wrong
381(1)
Critical Success Factors for EIS
382(1)
ACHIEVING SUCCESSFUL EIS
383(7)
Why Install an EIS?
383(1)
What Should it Do?
383(2)
What Data Sources?
385(1)
Case Example: Lockheed-Georgia
386(4)
FUTURE OF DSS
390(1)
Challenges
390(1)
CONCLUSION
391(1)
QUESTIONS AND EXERCISES
392(1)
REFERENCES
393(1)
14 GROUP SUPPORT SYSTEMS
394(29)
INTRODUCTION
394(3)
Characteristics of Groups
396(1)
Types of Groups
396(1)
WHY ARE GROUP SYSTEMS IMPORTANT?
397(7)
Teams: The Basis of Future Organizations?
398(1)
Case Example: NYNEX
399(1)
Coordination Theory May Guide Organizational Design
400(1)
Companies Want to "Manage" Knowledge
401(1)
Case Example: Buckman Laboratories
402(2)
TYPES OF GROUP SUPPORT SYSTEMS
404(8)
Same Time/Same Place Group Support
405(1)
Case Example: Burr-Brown Corporation
406(3)
Different Time/Different Place Group Support
409(1)
Case Example: International Consulting Firm
410(2)
GUIDELINES FOR GROUP SUPPORT
412(7)
Build on Electronic Mail
413(1)
Support Frequent Communication
414(1)
Expect Changes in Group Work
415(1)
Realize the Importance of Mediators to Guide Use
416(2)
Be Sure the System Fits the Culture
418(1)
THE FUTURE
419(1)
QUESTIONS AND EXERCISES
420(1)
REFERENCES
421(2)
15 EXPERT SYSTEMS
423(29)
INTRODUCTION
423(1)
WHAT IS AN EXPERT SYSTEM?
424(12)
Case Example: American Express
424(2)
Components of Expert Systems
426(1)
Knowledge Representation
427(6)
Case Example: Tulare County, California
433(2)
Degrees of Expertise
435(1)
Choosing Appropriate Applications
436(1)
USES OF EXPERT SYSTEMS
436(6)
To Assist Knowledge Workers
436(2)
Case Example: Merced County, California
438(1)
To Augment Conventional Systems
439(1)
Case Example: Northern Telecom
440(1)
Choosing an Approach
441(1)
Programming the Application
441(1)
MANAGING EXPERT SYSTEM DEVELOPMENT
442(7)
Quantity the Development Effort
443(2)
Take a Balanced Approach
445(1)
Draw on PC Support Lessons
446(1)
Case Example: E. I. duPont de Nemours & Co.
447(2)
FUTURE DIRECTIONS
449(1)
CONCLUSION
449(1)
QUESTIONS AND EXERCISES
449(1)
REFERENCES
450(2)
16 ELECTRONIC DOCUMENT MANAGEMENT
452(25)
INTRODUCTION
452(1)
DEFINITION AND SCOPE
453(3)
The Roles Documents Play
455(1)
ELECTRONIC DOCUMENT MANAGEMENT APPLICATIONS
456(11)
Case Example: Tapiola Insurance Group
458(4)
Improving the Publication Process
462(1)
Supporting Organizational Processes
462(1)
Supporting Communication Among People and Groups
463(1)
Improving Access to External Information
463(1)
Creating and Maintaining Documentation
464(1)
Maintaining Corporate Records
464(1)
CALS: A Government Initiative Worthy of Attention
465(2)
Promoting Training and Education
467(1)
TECHNOLOGIES FOR DOCUMENT MANAGEMENT
467(3)
Converging Application Areas
467(1)
Underlying Infrastructure
467(1)
Document Management Technologies
468(2)
Document Management Functions
470(1)
GUIDELINES FOR IS MANAGERS
470(6)
Case Example: Saab-Scania Group
471(3)
Roles and Responsibilities
474(1)
An Action Plan
474(2)
SUMMARY
476(1)
QUESTIONS AND EXERCISES
476(1)
REFERENCES
477(2)
PART VI PEOPLE AND TECHNOLOGY479(54)
17 HELPING PEOPLE BECOME COMFORTABLE WITH INFORMATION TECHNOLOGY
481(26)
INTRODUCTION
481(2)
Increasing Technological Maturity
482(1)
EDUCATING EXECUTIVES ON INFORMATION TECHNOLOGY
483(7)
Why Educate Executives?
484(2)
Types of Executive Education Programs
486(3)
Case Example: Teradyne
489(1)
Educating Future CIOs
490(1)
HELPING LINE MANAGERS MANAGE INFORMATION TECHNOLOGY
491(6)
Managing Technological Change
492(1)
Case Example: First National Bank of Atlanta
492(1)
"Championing" Information Technology Projects
493(2)
Case Example: Aetna Life and Casualty
495(2)
TRAINING END USERS ON TECHNOLOGY
497(5)
Case Example: Factors Influencing EDI Implementation
497(2)
Computer-Based Training
499(1)
End User Training Needs
500(1)
Organizational Learning
501(1)
RESKILLING SYSTEMS STAFF FOR THE FUTURE
502(3)
Case Example: American Express Financial Advisors
503(2)
CONCLUSION
505(1)
QUESTIONS AND EXERCISES
506(1)
REFERENCES
506(1)
18 CREATING THE NEW WORK ENVIRONMENT
507(26)
INTRODUCTION
507(3)
Goals of the New Work Environment
507(3)
ORGANIZING PRINCIPLES
510(10)
Processes Rather Than Functions
510(1)
Case Example: A Football Team
511(1)
Self-Organizing Rather Than Designed
512(2)
Case Example: Semco S. A.
514(1)
Communities Rather Than Groups
515(1)
Case Example: National Semiconductor
516(1)
Virtual Rather Than Physical
517(1)
Case Example: Sun Microsystems
517(1)
The Learning Organization
518(2)
THE HIGH-TECH SIDE OF THE NEW WORK ENVIRONMENT
520(2)
Case Example: Project Jupiter
520(2)
THE HIGH-TOUCH SIDE OF THE NEW WORK ENVIRONMENT
522(8)
Job Diagnostic Survey
522(4)
Sociotechnical System Approach
526(2)
Self-Managed Work Groups
528(2)
CONCLUSION
530(1)
QUESTIONS AND EXERCISES
530(2)
REFERENCES
532(1)
GLOSSARY533(12)
TERMS533(8)
ACRONYMS AND ABBREVIATIONS541(4)
INDEX545

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