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Information Systems Management in Practice,9780131011397
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Information Systems Management in Practice

by ;
Edition:
6th
ISBN13:

9780131011397

ISBN10:
0131011391
Format:
Hardcover
Pub. Date:
1/1/2004
Publisher(s):
Prentice Hall

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Summary

For use as a capstone course text in MIS and in Management of Information Technology/Systems Courses. This text deals with the management of information technology (IT) as it is being practiced in organizations today. Its emphasis is on the current material that information systems executives find important, and organizes it around a framework that provides guidance to students. In this sixth edition, the key themes are the Internet economy, the global marketplace, e-enablement, knowledge management and knowledge sharing. It continues to merge theory with practice through case examples of real companies' use of IT.

Table of Contents

Preface xix
The Importance of Information Systems Management
1(42)
Introduction
1(2)
Themes of This Book
2(1)
Management of IS
3(1)
A Little History
3(2)
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(4)
Hardware Trends
12(1)
Software Trends
12(2)
Data Trends
14(1)
Communications Trends
15(1)
The Mission of IS Organizations
16(1)
A Simple Model
16(1)
A Better Model
17(4)
The Technologies
18(1)
The Users
18(1)
System Development and Delivery
19(1)
IS Management
20(1)
Organization of This Book
21(19)
Case Example: MeadWestvaco Corporation
21(19)
Questions and Exercises
40(1)
References
41(2)
PART I: LEADERSHIP ISSUES
43(116)
The Top is Job
45(40)
Introduction
45(1)
Where Is the IS Organization Headed?
46(12)
The Escalating Benefits of IT
46(2)
Case Example: The SABRE System
48(1)
Traditional Functions Are Being Nibbled Away
49(1)
New Roles Are Emerging
50(4)
Toward IS Lite
54(2)
Case Example: LifeScan
56(2)
The CIO's Responsibilities
58(24)
CIO Roles in Three Eras
58(3)
Leading: Creating a Vision of the Future and Selling It
61(1)
Case Example: BP
62(4)
Case Example: Aetna Life and Casualty
66(2)
Governing: Establishing an IS Governance Structure
68(2)
Investing: Shaping the IT Portfolio
70(1)
Case Example: AXA Financial
70(7)
Managing: Fostering Change
77(2)
Case Example: Rexam
79(3)
Conclusion
82(1)
Questions and Exercises
83(1)
References
84(1)
Strategic Uses of Information Technology
85(29)
Introduction
86(5)
Whither the Internet Revolution?
86(1)
History of Strategic Uses of IT
86(3)
Episode Two: Profitability Strikes Back
89(1)
Case Example: Grainger
89(2)
Working Inward: Business-to-Employee
91(7)
Building an Intranet
91(1)
Case Example: Microsoft
92(2)
Managing an Intranet
94(1)
Case Example: BearingPoint
94(1)
Fostering a Sense of Belonging
95(1)
Case Example: Wire Nova Scotia
96(2)
Working Outward: Business-to-Customer
98(6)
The Emergence of ``Electronic Tenders''
98(1)
Getting Closer to Customers
98(2)
Case Example: Semco, S.A.
100(2)
Being an Online Customer
102(1)
Case Example: A Day in the Life of an E-lancer
102(2)
Working Across: Business-to-Business
104(7)
Coordinating with Cosuppliers
104(1)
Case Example: General Mills and Land O' Lakes
104(1)
Establishing Close and Tight Relationships
105(1)
Case Example: Sara Lee Bakery Group
106(2)
Becoming a Customer-Centric Value Chain
108(1)
Case Example: Dell Computer
109(2)
Getting the Back-End Systems in Shape
111(1)
Conclusion
111(1)
Questions and Exercises
112(1)
References
113(1)
Information Systems Planning
114(45)
Introduction
114(3)
Types of Planning
115(1)
Why Planning Is So Difficult
116(1)
The Changing World of Planning
117(9)
Traditional Strategy-Making
117(3)
Today's Sense-and-Respond Approach
120(1)
Case Example: Microsoft
121(1)
Case Example: Skandia Future Centers
122(2)
Case Example: Shell Oil
124(2)
Seven Planning Techniques
126(21)
Stages of Growth
127(1)
Critical Success Factors
127(2)
Competitive Forces Model
129(2)
Framework Example: Five Forces Analysis of the Internet
131(2)
Value Chain Analysis
133(1)
Case Example: An Automobile Manufacturer
134(2)
E-Business Value Matrix
136(2)
Case Example: Cisco Systems
138(1)
Linkage Analysis Planning
139(2)
Case Example: Electric Power Research Institute
141(2)
Scenario Planning
143(1)
Case Example: Scenarios on the Future of IS Management
144(3)
Conclusion
147(1)
Questions and Exercises
148(1)
References
149(10)
Part I Discussion Case: What IT Strategy Would You Recommend Based on Royal Dutch/Shell Group's Scenarios?
150(9)
PART II: MANAGING THE ESSENTIAL TECHNOLOGIES
159(174)
Distributed Systems: The Overall Architecture
161(41)
Introduction
162(8)
Four Attributes of Distributed Systems
163(2)
When to Distribute Computing Responsibilities
165(1)
Two Guiding Frameworks
166(4)
Seven Types of Distributed Systems
170(20)
Host-Based Hierarchy
170(1)
Decentralized Stand-Alone Systems
171(1)
Peer-to-Peer LAN-Based Systems
172(1)
Hybrid Enterprisewide Systems
172(2)
Case Example: Northwest Airlines
174(3)
Client-Server Systems
177(2)
Case Example: An Aerospace Company
179(3)
Internet-Based Computing
182(1)
Case Example: Chubb & Son Insurance Company
183(1)
Case Example: The SABRE Group
184(1)
Case Example: 3i
185(1)
Web Services
186(3)
Case Example: General Motors
189(1)
Defining the Overall IT Architecture
190(4)
Case Example: FMC Corporation
191(2)
Case Example: The SABRE System
193(1)
The Importance of IT Infrastructure
194(5)
The Structure of the IT Infrastructure
194(3)
Three Views of Infrastructure
197(1)
Case Example: City of Sunnyvale, California
198(1)
Conclusion
199(1)
Questions and Exercises
200(1)
References
201(1)
Managing Telecommunications
202(36)
Introduction
202(1)
The Evolving Telecommunications Scene
203(31)
A New Telecommunications Infrastructure Is Being Built
203(1)
The Telecommunications Industry Is Being Transformed
204(2)
Case Example: ICG Communications
206(2)
The Internet Is the Network of Choice
208(1)
Case Example: XYZ Company
209(3)
Case Example: National Semiconductor
212(1)
The OSI Reference Model Underlies Today's Networks
213(4)
WAN Technology Has Changed
217(1)
The Rate of Change Is Accelerating
218(1)
The Optical Era Will Provide Bandwidth Abundance
219(1)
The New Froutier Is Wireless
220(3)
Case Example: Louisville Metro Sewer District
223(4)
Case Example: BMW
227(2)
Case Example: Country Company Insurance Group
229(1)
Case Example: American Greetings
230(4)
The Role of the IS Department
234(1)
Conclusion
235(1)
Questions and Exercises
236(1)
References
237(1)
Managing Information Resources
238(33)
Introduction
238(2)
Managing Data
240(7)
The Three-Level Database Model
240(1)
Four Data Models
240(3)
Getting Corporate Data into Shape
243(1)
Enterprise Resource Planning
244(1)
Case Example: Monsanto
245(2)
Managing Information
247(21)
Four Types of Information
248(1)
Data Warehouses
249(3)
Case Example: Owens & Minor
252(3)
Document Management
255(2)
Case Example: HICSS Personal Proceedings
257(1)
Case Example: Tapiola Insurance Group
258(3)
Case Example: Tennessee Valley Authority
261(2)
Content Management
263(3)
Case Example: Eastman Chemical Company
266(2)
Conclusion
268(1)
Questions and Exercises
269(1)
References
270(1)
Managing Operations
271(62)
Introduction
272(1)
What Are Operations?
273(4)
Why Talk About Operations?
273(1)
Solving Operational Problems
273(1)
Operational Measures
273(1)
The Importance of Good Management
274(1)
What's New in Operations?
274(2)
Case Example: Microsoft
276(1)
Outsourcing IS Functions
277(14)
The Driving Forces Behind Outsourcing
277(1)
Changing Customer-Vendor Relationships
278(1)
Outsourcing's History
278(5)
Case Example: ANZ Banking Group Ltd.
283(3)
Managing Outsourcing
286(1)
Case Example: Eastman Kodak Company
286(4)
Case Example: Honda Motor Company
290(1)
Information Security
291(15)
The Threats
292(3)
Case Example: Credit Card Fraud
295(3)
Case Example: An Internet Services Company
298(2)
Security's Five Pillars
300(1)
Countermeasures
301(4)
Case Example: Plymouth Rock Assurance Corporation
305(1)
Planning for Business Continuity
306(6)
Using Internal Resources
306(2)
Using External Resources
308(1)
Case Example: Household International
309(3)
Conclusion
312(1)
Questions and Exercises
313(1)
References
314(19)
Part II Discussion Case: Managing Information Security on a Shoestring Budget
315(18)
PART III: MANAGING SYSTEM DEVELOPMENT
333(90)
Technologies for Developing Systems
335(37)
Introduction
336(1)
Foundations of System Development
336(12)
Structured Development
337(1)
Fourth-Generation Languages
338(1)
Software Prototyping
339(1)
Case Example: Santa Fe Railway
340(2)
Computer-Aided Software Engineering
342(1)
Case Example: DuPont Cable Management Services
343(2)
Object-Oriented Development
345(1)
Client-Server Computing
346(1)
Case Example: MGM
346(2)
System Integration
348(5)
ERP Systems
348(2)
Case Example: Colgate-Palmolive
350(1)
Middleware
351(1)
Case Example: A Telecommunications Firm
352(1)
Interorganizational System Development
353(6)
Discussion Case: How Should ExxonMobile Leverage Its IT Asset?
354(1)
Case Example: Hong Kong Exchanges and Clearing
355(4)
Internet-Based Systems
359(4)
Application Servers
359(1)
Java
360(1)
Web Services
361(1)
Case Example: Building a Web Service
362(1)
Project Management
363(6)
Keys to Project Management Success
364(2)
Internet Project Management
366(1)
Tips for Good Project Management
366(3)
Summary
369(1)
Questions and Exercises
370(1)
References
371(1)
Management Issues in System Development
372(51)
Introduction
372(1)
Managing IS Staff
373(10)
Recruiting IS Staff
374(2)
Case Example: Fidelity Investments
376(2)
Designing Motivating Work
378(1)
Case Example: UPS
378(4)
Rethinking Maintenance Work
382(1)
Implementing Systems Successfully
383(4)
Case Example: The BOC Group
384(3)
Improving Legacy Systems
387(9)
To Replace or Not to Replace?
387(1)
Options for Improving a Legacy System
388(2)
Case Example: GTE Directories
390(3)
Case Example: Toyota Motor Sales
393(3)
Measuring the Benefits of Systems
396(6)
Distinguish Between the Different Roles of Systems
397(1)
Measure What Is Important to Management
398(1)
Assess Investments Across Organizational Levels
398(1)
Case Example: A Trucking Company
398(3)
Do Investors Value IT Investments?
401(1)
Summary
402(1)
Questions and Exercises
403(1)
References
404(19)
Part III Discussion Case: A Dream Project Turns Nightmare: How Flawless Software Never Got Implemented
406(17)
PART IV: SYSTEMS FOR SUPPORTING KNOWLEDGE-BASED WORK
423(98)
Supporting Decision Making
425(28)
Introduction
425(2)
Case Example: A Problem-Solving Scenario
426(1)
Technologies That Support Decision Making
427(16)
Decision Support Systems
428(2)
Case Example: Ore-Ida Foods
430(1)
Case Example: A Major Services Company
430(2)
Data Mining
432(1)
Case Example: Harrah's Entertainment
433(1)
Executive Information Systems
433(1)
Case Example: Xerox Corporation
434(3)
Expert Systems
437(4)
Case Example: American Express
441(2)
Toward the Real-Time Enterprises
443(7)
Enterprises Nervous Systems
444(1)
Case Example: Delta Airlines
444(1)
Straight-Through Processing
445(1)
Real-Time CRM
446(1)
Case Example: A Real-Time Interaction on a Website
446(2)
Communicating Objects
448(1)
Moderating the Dark Side
449(1)
Case Example: General Electric
450(1)
Conclusion
450(1)
Questions and Exercises
451(1)
References
451(2)
Supporting Collaboration
453(31)
Introduction
453(2)
Teams: The Basis of Organizations
454(1)
Understanding Groups
455(8)
Characteristics of Groups
455(1)
Types of Groups
456(2)
Communities of Practice
458(1)
Case Example: DaimlerChrysler
458(2)
Network Armies
460(1)
Case Example: The Open Source Movement
461(2)
Systems to Support Collaboration
463(15)
Supporting Same Time/Same Place Collaboration
466(1)
Case Example: Burr-Brown Corporation
467(3)
Supporting Same Time/Same Place Presentations and Discussions
470(1)
Case Example: HICSS
471(2)
Supporting Different-Place Collaboration
473(1)
Case Example: Boeing-Rocketdyne
474(4)
Managing Collaboration in Virtual Organizations
478(3)
Motivating a Virtual Workforce
479(1)
Governing Virtual Organizations
480(1)
Conclusion
481(1)
Questions and Exercises
482(1)
References
483(1)
Supporting Knowledge Work
484(37)
Introduction
484(2)
Companies Want to ``Manage'' Knowledge
485(1)
A Model for Managing Knowledge
486(17)
Building Human Capital
487(1)
Case Example: Buckman Laboratories
488(3)
Case Example: BP
491(1)
Building Structural Capital
492(1)
Case Example: A Pharmaceutical Company
493(1)
Case Example: Skandia Future Centers
494(2)
Case Example: A U.S. Energy Company
496(1)
Building Customer Capital
497(1)
Case Example: A North American Bank
497(3)
The Cultural Side of Knowledge Management
500(2)
Case Example: Partners HealthCare System
502(1)
Intellectual Capital Issues
503(3)
Value Issues
504(1)
Usage Issues
505(1)
Sharing Issues
505(1)
The Vast Arena of Computer Ethics
506(9)
A Little History
506(1)
What Is Computer Ethics?
507(2)
Information Privacy
509(1)
Intellectual Property Rights
510(2)
Legal Jurisdiction
512(1)
Online Contracting
513(1)
Case Example: Clickwrap Agreements
514(1)
Conclusion
515(1)
Questions and Exercises
516(1)
References
517(4)
Part IV Discussion Case: How Should Lego Protect Its Trademark, Operating System, and Applications?
518(3)
PART V: THINKING AHEAD
521(36)
The Challenges Ahead
523(34)
Introduction
523(1)
Organizing Principles
524(12)
Processes Rather Than Functions
524(2)
Case Example: NYNEX
526(1)
Case Example: A Football Team
527(1)
Self-Organizing Rather Than Designed
527(2)
Case Example: Cemex
529(1)
Case Example: Semco S.A.
530(1)
Communities Rather Than Groups
531(1)
Case Example: National Semiconductor
532(1)
Virtual Rather Than Physical
533(1)
Case Example: Sun Microsystems
534(1)
The Learning Organization
534(2)
Understanding a Networked World
536(9)
The Internet Mindset
536(2)
Where's the Value in a Network?
538(3)
The Rules of Networks
541(4)
Moving Forward
545(9)
Understanding Users
545(3)
Increasing Executives' Understanding of IT
548(4)
Case Example: MIT's IT for Non-IT Executives Program
552(2)
Conclusion
554(1)
Questions and Exercises
555(1)
References
556(1)
Glossary 557(14)
Index 571


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