Information Systems Management in Practice

by McNurlin, Barbara; Sprague, Ralph; Bui, Tung

• ISBN13: 9780131854710
• ISBN10: 0131854712
• Edition: 7th
• Format: Hardcover
• Copyright: 2009-01-01
• Publisher: Pearson College Div

Summary

Dealing with the management of information technology (IT) as it is being practiced in organizations today, the emphasis of this book is on the current material that information systems executives find important; its organization is around a framework that readers new to the information 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 discussion on wireless technology. The topics of outsourcing and and information security have been updated and enhanced. Information Systems Management in Practicecontinues to merge theory with practice through real-world case examples. Topics include leadership issues, the CIOrs"s responsibilities, uses of IT, information systems planning, essential technologies, managing operations, systems development, decision-making, collaboration, and knowledge work. An excellent reference resource for anyone employed in the information technology sector of business, especially managers of and executives in those departments.

Table of Contents

Preface	xxi
The Importance of Information Systems Management	1	(46)
Introduction	1	(3)
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)
Glossary	609	(14)
Index	623