Information Systems Management in Practice

by McNurlin, Barbara C.; Sprague, Ralph H.

• ISBN13: 9780131011397
• ISBN10: 0131011391
• Edition: 6th
• Format: Hardcover
• Copyright: 2004-01-01
• Publisher: Prentice Hall

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