Management Information Systems

by Laudon, Kenneth C.; Laudon, Jane P.

• ISBN13: 9780130330666
• ISBN10: 0130330663
• Edition: 7th
• Format: Hardcover
• Copyright: 2001-06-01
• Publisher: PRENTICE HALL

Summary

For Junior/Senior/MBA-level course in Management Information Systems, Information Technology, and Information Systems, in departments of Business, Management, Computer Information Systems and Management Information Systems. With relevant coverage of today's Digital Firm that is fully integrated throughout the 7th edition of Management Information Systems, the authors clearly illustrate the impact of information technology on business through vivid examples, engaging and interactive exercises, and the most current information.

Table of Contents

Part One Organizations, Management, and the Networked Enterprise	1	(137)
Managing the Digital Firm	2	(34)
Why Information Systems?	4	(10)
The Competitive Business Environment and the Emerging Digital Firm	4	(3)
What Is an Information System?	7	(1)
Window on Organizations: Cisco Systems: A Digital Firm in the Making	7	(3)
Window on Technology: UPS Competes Globally with Information Technology	10	(1)
A Business Perspective on Information Systems	11	(3)
Contemporary Approaches to Information Systems	14	(2)
Technical Approach	14	(1)
Behavioral Approach	15	(1)
Approach of This Text: Sociotechnical Systems	15	(1)
Toward the Digital Firm: The New Role of Information Systems in Organizations	16	(9)
The Widening Scope of Information Systems	16	(1)
The Network Revolution and the Internet	17	(2)
Window on Management: Yukon Netrepreneurs	19	(1)
New Options for Organizational Design: The Digital Firm and the Networked Enterprise	20	(3)
The Digital Firm: Electronic Commerce and Electronic Business	23	(2)
Learning to Use Information Systems: New Opportunities with Technology	25	(11)
The Challenge of Information Systems: Key Management Issues	25	(2)
Management Decision Problem: Planning a New Internet Business	27	(2)
Integrating Text with Technology: New Opportunities for Learning	29	(1)
Application Software Exercise: Web Browser and Spreadsheet Exercise: Investing in Electronic Retailing	30	(1)
Management Wrap-Up	31	(1)
Summary	31	(1)
Key Terms	32	(1)
Review Questions	32	(1)
Group Project	33	(1)
Tools for Interactive Learning	33	(1)
Case Study: Can GE Remake Itself as a Digital Firm?	33	(3)
Information Systems in the Enterprise	36	(30)
Key System Applications in the Organization	38	(8)
Different Kinds of Systems	38	(2)
Six Major Types of Systems	40	(5)
Relationship of Systems to One Another	45	(1)
Systems from a Functional Perspective	46	(4)
Sales and Marketing Systems	46	(1)
Manufacturing and Production Systems	47	(1)
Window on Management: How Southstream Seafoods Lands the Big Customers	48	(1)
Finance and Accounting Systems	49	(1)
Human Resources Systems	50	(1)
Integrating Functions and Business Processes: Enterprise Systems and Industrial Networks	50	(16)
Business Processes and Information Systems	50	(2)
Customer Relationship Management and Supply Chain Management	52	(2)
Enterprise Systems	54	(1)
Window on Organizations: Supply Chain Management Keeps Inventory Fresh at HP	55	(2)
Benefits and Challenges of Enterprise Systems	57	(1)
Management Decision Problem: Analyzing Enterprise Process Integration	57	(2)
Extended Enterprises and Industrial Networks	59	(1)
Application Software Exercise: Database Exercise: Tracking Reservations at Monroe's Midnight Inn	60	(1)
Management Wrap-Up	61	(1)
Summary	61	(1)
Key Terms	62	(1)
Review Questions	63	(1)
Group Project	63	(1)
Tools for Interactive Learning	63	(1)
Case Study: Owens-Corning's Enterprise System Struggle	64	(2)
Information Systems, Organizations, Management, and Strategy	66	(36)
Organizations and Information Systems	68	(6)
What Is an Organization?	69	(1)
Common Features of Organizations	70	(2)
Unique Features of Organizations	72	(2)
The Changing Role of Information Systems in Organizations	74	(5)
Information Technology Infrastructure and Information Technology Services	74	(1)
Window on Organizations: E-commerce, Japanese Style	74	(1)
How Information Systems Affect Organizations	75	(3)
The Internet and Organizations	78	(1)
Implications for the Design and Understanding of Information Systems	79	(1)
Managers, Decision Making, and Information Systems	79	(6)
The Role of Managers in Organizations	79	(2)
Managers and Decision Making	81	(4)
Implications for System Design	85	(1)
Information Systems and Business Strategy	85	(17)
What Is a Strategic Information System?	85	(1)
Business-level Strategy and the Value Chain Model	86	(2)
Window on Technology: NextCard Direct Markets with the Internet	88	(2)
Management Decision Problem: Analyzing Customer Acquisition Costs	90	(2)
Firm-level Strategy and Information Technology	92	(1)
Industry-level Strategy and Information Systems: Competitive Forces and Network Economics	93	(2)
Using Systems for Competitive Advantage: Management Issues	95	(1)
Application Software Exercise: Spreadsheet Exercise: Determining Monthly Loan Payments for Roberto's Place	96	(1)
Management Wrap-Up	97	(1)
Summary	97	(1)
Key Terms	98	(1)
Review Questions	98	(1)
Group Project	99	(1)
Tools for Interactive Learning	99	(1)
Case Study: Rand McNally Maps Out a Trip to a Digital Future	99	(3)
The Digital Firm: Electronic Commerce and Electronic Business	102	(36)
Electronic Commerce, Electronic Business, and the Emerging Digital Firm	104	(6)
Internet Technology and the Digital Firm	105	(1)
New Business Models and Value Propositions	106	(4)
Electronic Commerce	110	(12)
Categories of Electronic Commerce	110	(1)
Customer-Centered Retailing	111	(1)
Management Decision Problem: Measuring the Effectiveness of Web Advertising	112	(3)
Business-to-Business Electronic Commerce: New Efficiencies and Relationships	115	(4)
Electronic Commerce Payment Systems	119	(1)
Window on Organizations: Can Covisint Succeed as an Auto Industry Exchange?	119	(3)
Electronic Business and the Digital Firm	122	(7)
How Intranets Support Electronic Business	122	(1)
Intranets and Group Collaboration	123	(1)
Intranet Applications for Electronic Business	123	(3)
Window on Technology: Self-service Intranets for Human Resources	126	(1)
Coordination and Supply Chain Management	127	(2)
Management Challenges and Opportunities	129	(9)
Unproven Business Models	129	(1)
Business Process Change Requirements	129	(1)
Window on Management: Controlling Channel Conflict	130	(1)
Legal Issues	131	(1)
Security and Privacy	131	(1)
Application Software Exercise: Spreadsheet and Electronic Presentation Software Exercise: Analyzing Web Marketing Campaigns	132	(1)
Management Wrap-Up	132	(1)
Summary	133	(1)
Key Terms	134	(1)
Review Questions	134	(1)
Group Project	134	(1)
Tools for Interactive Learning	135	(1)
Case Study: Boo.com: Poster Child for Dot.com Failure?	135	(3)
Part I Project Analyzing Business Processes for an Enterprise System	138	(1)
Part Two Information Technology Infrastructure	139	(159)
Managing Hardware Assets	140	(30)
Computer Hardware and Information Technology Infrastructure	142	(6)
The Computer System	142	(1)
How Computers Represent Data	143	(1)
The CPU and Primary Storage	144	(2)
Microprocessors and Processing Power	146	(2)
Multiple Processors and Parallel Processing	148	(1)
Storage, Input, and Output Technology	148	(8)
Secondary Storage Technology	149	(2)
Input and Output Devices	151	(1)
Window on Management: Storage Service Providers: Data Storage Becomes a Utility	152	(2)
Interactive Multimedia	154	(2)
Categories of Computers and Computers Systems	156	(4)
Categories of Computers	156	(1)
Computer Networks and Client/Server Computing	157	(1)
Network Computers	158	(1)
Peer-to-Peer Computing	159	(1)
Managing Hardware Assets	160	(10)
Hardware Technology Requirements for Electronic Commerce and the Digital Firm	160	(1)
Window on Technology: Creating Virtual Massively Parallel Computers Via Peer-to-Peer Computing	160	(2)
Hardware Acquisition and the Total Cost of Ownership (TCO) of Technology Assets	162	(1)
Management Decision Problem: Hardware Capacity Planning for Electronic Commerce	162	(1)
Monitoring Technology Trends	163	(1)
Application Software Exercise: Spreadsheet Exercise: Identifying Hardware Requirements	164	(1)
Management Wrap-Up	164	(1)
Summary	165	(1)
Key Terms	166	(1)
Review Questions	166	(1)
Group Project	167	(1)
Tools for Interactive Learning	167	(1)
Case Study: Managing Technology Assets Pays Off for American Home Products	167	(3)
Managing Software Assets	170	(34)
What Is Software?	172	(1)
Software Programs	172	(1)
Major Types of Software	173	(1)
System Software	173	(7)
Functions of the Operating System	173	(1)
Multiprogramming, Virtual Storage, Time Sharing, and Multiprocessing	174	(2)
Language Translation and Utility Software	176	(1)
Graphical User Interfaces	176	(1)
PC Operating Systems	176	(3)
Window on Organizations: Why Linux?	179	(1)
Application Software	180	(9)
Programming Languages	180	(1)
Fourth-Generation Languages and PC Software Tools	181	(6)
Software for Enterprise Integration: Enterprise Software and Middleware	187	(2)
Contemporary Tools for Software Development	189	(5)
Object-oriented Programming	189	(2)
Java	191	(1)
Hypertext Markup Language (HTML) and XML	192	(1)
Window on Technology: Building Business Webs with XML	193	(1)
Managing Software Assets	194	(10)
Rent or Build Decisions: Using Application Service Providers	194	(1)
Software Maintenance	195	(1)
Selecting Software for the Organization	196	(1)
Management Decision Problem: Evaluating an Application Service Provider	196	(1)
Application Software Exercise: Web Page Development Tool Exercise: Developing a Web Page	197	(1)
Management Wrap-Up	198	(1)
Summary	199	(1)
Key Terms	200	(1)
Review Questions	200	(1)
Group Project	200	(1)
Tools for Interactive Learning	201	(1)
Case Study: Sunburst Hotels International Turns to an Application Service Provider	201	(3)
Managing Data Resources	204	(30)
Organizing Data in a Traditional File Environment	206	(3)
File Organization Terms and Concepts	207	(1)
Problems with the Traditional File Environment	208	(1)
The Database Approach to Data Management	209	(8)
Database Management Systems	209	(3)
Types of Databases	212	(3)
Querying Databases: Elements of SQL	215	(2)
Creating a Database Environment	217	(3)
Designing Databases	217	(1)
Distributing Databases	218	(1)
Management Requirements for Database Systems	219	(1)
Database Trends	220	(14)
Multidimensional Data Analysis	220	(1)
Data Warehouses and Datamining	220	(3)
Management Decision Problem: Creating Company-Wide Data Standards	223	(1)
Databases and the Web	224	(1)
Window on Organizations: Managing Customer Data for ABN AMRO Bank	224	(3)
Window on Technology: Linking Legacy Databases Through the Internet	227	(1)
Application Software Exercise: Database Exercise: Building a Relational Database at Sylvester's Bike Shop	228	(1)
Management Wrap-Up	228	(1)
Summary	229	(1)
Key Terms	229	(1)
Review Questions	230	(1)
Group Project	230	(1)
Tools for Interactive Learning	230	(1)
Case Study: Ford and Firestone's Tire Recall: The Costliest Information Gap in History	231	(3)
Telecommunications and Networks	234	(28)
The Telecommunications Revolution	236	(1)
The Marriage of Computers and Communications	236	(1)
The Information Superhighway	237	(1)
Components and Functions of a Telecommunications System	237	(8)
Telecommunications System Components	237	(1)
Functions of Telecommunications Systems	238	(1)
Types of Signals: Analog and Digital	238	(1)
Communications Channels	239	(4)
Window on Organizations: Safeway U.K. Automates Home Grocery Shopping	243	(1)
Communications Processors and Software	244	(1)
Communications Networks	245	(6)
Network Topologies	245	(1)
Private Branch Exchanges, Local Area Networks (LANs), and Wide Area Networks (WANs)	246	(1)
Window on Technology: Avis Fuels Efficiency with a Wireless LAN	247	(2)
Network Services and Broadband Technologies	249	(2)
Network Convergence	251	(1)
Electronic Commerce and Electronic Business Technologies	251	(11)
Management Decision Problem: Choosing an Internet Connection Service	251	(1)
Electronic Mail and Groupware	252	(1)
Voice Mail and Fax	252	(1)
Teleconferencing, Dataconferencing, and Videoconferencing	252	(1)
Digital Information Services and Distance Learning	253	(1)
Electronic Data Interchange	254	(2)
Application Software Exercise: Web Browser Exercise: Surfing for Information on the Web	256	(1)
Management Wrap-Up	256	(1)
Summary	257	(1)
Key Terms	258	(1)
Review Questions	258	(1)
Group Project	258	(1)
Tools for Interactive Learning	258	(1)
Case Study: Monitoring Employees on Networks: Unethical or Good Business?	259	(3)
The Internet and the New Information Technology Infrastructure	262	(36)
The New Information Technology (IT) Infrastructure for the Digital Firm	264	(3)
Enterprise Networking and Internetworking	264	(2)
Standards and Connectivity for Digital Integration	266	(1)
The Internet: Information Technology Infrastructure for the Digital Firm	267	(6)
What Is the Internet?	267	(1)
Internet Technology and Services	268	(4)
Next Generation Internet: Broadband and Internet2	272	(1)
The World Wide Web	273	(11)
Searching for Information on the Web	274	(2)
Intranets and Extranets	276	(1)
The Wireless Web	277	(2)
Window on Organizations: It's Becoming a Wireless World	279	(1)
Organizational Benefits of Internet and Web Technology	280	(1)
Window on Technology: M-Commerce Inspires a New Wave of Net Startups	281	(2)
Management Decision Problem: Reducing Agency Costs	283	(1)
Support Technology for Electronic Commerce and Electronic Business	284	(4)
Web Servers and Electronic Commerce Servers	284	(1)
Customer Tracking and Personalization Tools	285	(2)
Web Content Management Tools	287	(1)
Web Performance Monitoring Tools	287	(1)
Web Hosting Services	287	(1)
Management Issues and Decisions	288	(10)
The Challenge of Managing the New Information Technology Infrastructure	288	(2)
Some Solutions	290	(1)
Application Software Exercise: Spreadsheet, Web Browser, and Presentation Software Exercise: Researching Web Site Development Companies at Jewel of the Web	291	(1)
Management Wrap-Up	292	(1)
Summary	292	(1)
Key Terms	293	(1)
Review Questions	293	(1)
Group Project	294	(1)
Tools for Interactive Learning	294	(1)
Case Study: General Motors Drives down the Information Highway	294	(4)
Part II Project Creating a New Internet Business	298	(3)
Part Three Building Information Systems in the Digital Firm	301	(65)
Redesigning the Organization with Information Systems	302	(34)
Systems as Planned Organizational Change	305	(6)
Linking Information Systems to the Business Plan	305	(1)
Establishing Organizational Information Requirements	305	(4)
Systems Development and Organizational Change	309	(2)
Business Process Reengineering and Total Quality Management (TQM)	311	(5)
Business Process Reengineering	311	(1)
Window on Technology: Cemex Becomes a Digital Firm	311	(1)
Steps in Effective Reengineering	312	(2)
Process Improvement and Total Quality Management	314	(2)
Overview of Systems Development	316	(4)
Systems Analysis	316	(1)
Systems Design	317	(2)
Completing the Systems Development Process	319	(1)
Alternative System-building Approaches	320	(16)
Traditional Systems Lifecycle	321	(1)
Prototyping	322	(1)
Application Software Packages	323	(1)
Management Decision Problem: Pricing a Software Package	324	(1)
End-user Development	325	(1)
Outsourcing	326	(1)
Object-oriented Software Development and Rapid Application Development (RAD)	327	(1)
Window on Management: An E-commerce Site Overnight	327	(2)
Application Development for the Digital Firm	329	(1)
Application Software Exercise: Web Browser and Presentation Software Exercise: Comparing Security Features at Friend-in-Need Foundation	330	(1)
Management Wrap-Up	331	(1)
Summary	331	(1)
Key Terms	332	(1)
Review Questions	333	(1)
Group Project	333	(1)
Tools for Interactive Learning	333	(1)
Case Study: Under Construction: A New System for Toromont Industries	334	(2)
Understanding the Business Value of Systems and Managing Change	336	(30)
Understanding the Business Value of Information Systems	338	(10)
Traditional Capital Budgeting Models	339	(1)
Case Example: Primrose, Mendelson, and Hansen	340	(5)
Strategic Considerations	345	(2)
Management Decision Problem: Evaluating ERP Systems with a Scoring Model	347	(1)
The Importance of Change Management in Information System Success and Failure	348	(7)
Information System Problem Areas	348	(1)
Window on Organizations: Web Sites Strive for usability	349	(1)
Change Management and the Concept of Implementation	350	(1)
Causes of Implementation Success and Failure	350	(4)
Change Management Challenges for Enterprise Systems and Business Process Reengineering (BPR)	354	(1)
System Implications of Mergers and Acquisitions	355	(1)
Managing Implementation	355	(11)
Controlling Risk Factors	355	(1)
Window on Management: Managing the TransCanada Megamerger	356	(3)
Designing for the Organization	359	(1)
``Fourth-Generation'' Project Management	360	(1)
Application Software Exercise: Spreadsheet Exercise: Capital Budgeting at Sparkling Clean	361	(1)
Management Wrap-Up	361	(1)
Summary	362	(1)
Key Terms	362	(1)
Review Questions	362	(1)
Group Project	363	(1)
Tools for Interactive Learning	363	(1)
Case Study: Hershey's Enterprise System Creates Halloween Tricks	363	(3)
Part III Project Redesigning Business Processes for Healthlite Yogurt Company	366	(3)
Part Four Management and Organizational Support Systems for the Digital Firm	369	(61)
Managing Knowledge: Knowledge Work and Artificial Intelligence	370	(32)
Knowledge Management in the Organization	372	(3)
Systems and Infrastructure for Knowledge Management	373	(1)
Knowledge Work and Productivity	374	(1)
Information and Knowledge Work Systems	375	(8)
Distributing Knowledge: Office and Document Management Systems	375	(3)
Creating Knowledge: Knowledge Work Systems	378	(2)
Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments	380	(3)
Artificial Intelligence	383	(8)
What Is Artificial Intelligence?	383	(1)
Why Business Is Interested in Artificial Intelligence	384	(1)
Window on Organizations: Virtual Collaboration on the Internet	384	(1)
Capturing Knowledge: Expert Systems	385	(1)
Management Decision Problem: Measuring Productivity From a Knowledge Intranet	386	(4)
Organizational Intelligence: Case-based Reasoning	390	(1)
Other Intelligent Techniques	391	(11)
Neural Networks	392	(1)
Fuzzy Logic	393	(1)
Window on Technology: Neural Nets Help Systems Management and Scotland Yard	394	(1)
Genetic Algorithms	395	(1)
Intelligent Agents	396	(1)
Application Software Exercise: Expert System Software Exercise: Building Expert System Support for Retirement Planning	397	(1)
Management Wrap-Up	398	(1)
Summary	398	(1)
Key Terms	399	(1)
Review Questions	399	(1)
Group Project	400	(1)
Tools for Interactive Learning	400	(1)
Case Study: Hill & Knowlton Looks for a New Knowledge Management System	400	(2)
Enhancing Management Decision Making	402	(28)
Decision-Support Systems (DSS)	404	(10)
MIS and DSS	405	(1)
Types of Decision-Support Systems	405	(2)
Components of DSS	407	(1)
DSS Applications and the Digital Firm	408	(1)
Management Decision Problem: Making a Capital Budgeting Decision	409	(2)
Window on Technology: Optimizing the Supply Chain at IBM	411	(1)
Window on Organizations: Royal Bank Banks on a Data-driven DSS	412	(2)
Web-based Customer Decision-support Systems	414	(1)
Group Decision-support Systems (GDSS)	414	(6)
What Is a GDSS?	415	(1)
Characteristics of GDSS	416	(1)
GDSS Software Tools	416	(2)
How GDSS Can Enhance Group Decision Making	418	(2)
Executive Support in the Enterprise	420	(10)
The Role of Executive Support Systems in the Organization	420	(1)
Benefits of Executive Support Systems	421	(1)
Executive Support Systems and the Digital Firm	421	(4)
Application Software Exercise: Spreadsheet Exercise: Breakeven Analysis at Stanley's Cookware	425	(1)
Management Wrap-Up	425	(1)
Summary	426	(1)
Key Terms	426	(1)
Review Questions	426	(1)
Group Project	427	(1)
Tools for Interactive Learning	427	(1)
Case Study: Merck-Medco Finds the Right Prescription to Combat Dot.com Fever	427	(3)
Part IV Project Designing an Enterprise Information Portal	430	(1)
Part Five Managing Information Systems in the Digital Firm	431	(91)
Information Systems Security and Control	432	(34)
System Vulnerability and Abuse	434	(7)
Why Systems Are Vulnerable	434	(3)
Concerns for Systems Builders and Users	437	(1)
Window on Organizations: Internet Hackers: Why Won't They Stop?	437	(1)
System Quality Problems: Software and Data	438	(3)
Creating a Control Environment	441	(10)
General Controls and Application Controls	441	(3)
Protecting the Digital Firm	444	(4)
Developing a Control Structure: Costs and Benefits	448	(2)
The Role of Auditing in the Control Process	450	(1)
Ensuring System Quality	451	(15)
Software Quality Assurance Methodologies and Tools	451	(1)
Management Decision Problem: Analyzing Security Vulnerabilities	451	(7)
Window on Technology: Stress Testing Web Sites	458	(1)
Data Quality Audits and Data Cleansing	459	(1)
Application Software Exercise: Spreadsheet Exercise: Performing a Security Risk Assessment	459	(1)
Management Wrap-Up	460	(1)
Summary	460	(1)
Key Terms	461	(1)
Review Questions	461	(1)
Group Project	462	(1)
Tools for Interactive Learning	462	(1)
Case Study: Did the FAA Fly Off Course?	462	(4)
Ethical and Social Impact of Information Systems	466	(32)
Understanding Ethical and Social Issues Related to Systems	468	(3)
A Model for Thinking About Ethical, Social, and Political Issues	468	(1)
Five Moral Dimensions of the Information Age	469	(1)
Key Technology Trends That Raise Ethical Issues	470	(1)
Ethics in an Information Society	471	(3)
Basic Concepts: Responsibility, Accountability, and Liability	471	(1)
Ethical Analysis	472	(1)
Candidate Ethical Principles	472	(1)
Professional Codes of Conduct	473	(1)
Some Real-World Ethical Dilemmas	473	(1)
The Moral Dimensions of Information Systems	474	(24)
Information Rights: Privacy and Freedom in an Information Society	474	(1)
Management Decision Problem: What to Do About Employee Web Usage	474	(5)
Property Rights: Intellectual Property	479	(2)
Window on Technology: Napster and Gnutella Rock the Entertainment Industry	481	(2)
Accountability, Liability, and Control	483	(2)
System Quality: Data Quality and System Errors	485	(1)
Quality of Life: Equity, Access, Boundaries	486	(5)
Window on Management: Managing RSI	491	(1)
Management Actions: A Corporate Code of Ethics	492	(1)
Application Software Exercise: Case Tool Exercise: Diagramming Processing Activities at Mickey's Burger House	493	(1)
Management Wrap-Up	494	(1)
Summary	494	(1)
Key Terms	495	(1)
Review Questions	495	(1)
Group Project	495	(1)
Tools for Interactive Learning	495	(1)
Case Study: Web Site Privacy: How Much Should We Worry?	496	(2)
Managing International Information Systems	498	(24)
The Growth of International Information Systems	500	(5)
Developing the International Information Systems Architecture	501	(1)
The Global Environment: Business Drivers and Challenges	501	(3)
State of the Art	504	(1)
Organizing International Information Systems	505	(2)
Global Strategies and Business Organization	505	(1)
Global Systems to Fit the Strategy	506	(1)
Reorganizing the Business	506	(1)
Managing Global Systems	507	(4)
A Typical Scenario: Disorganization on a Global Scale	507	(1)
Strategy: Divide, Conquer, Appease	508	(2)
Implementation Tactics: Cooptation	510	(1)
The Management Solution	510	(1)
Technology Issues and Opportunities for Global Value Chains	511	(11)
Main Technical Issues	511	(4)
Window on Organizations: E-globalization Pitfalls	515	(1)
New Technical Opportunities and the Internet	516	(1)
Window on Technology: Lucent's Enterprise System Speeds Its Global Supply Chain	516	(1)
Management Decision Problem: Planning a Global Web Site	517	(1)
Application Software Exercise: Database and Web-page Development Tool Exercise: Building a Job Database and Web Page at KTP Consulting	518	(1)
Management Wrap-Up	518	(1)
Summary	518	(1)
Key Terms	519	(1)
Review Questions	519	(1)
Group Project	519	(1)
Tools for Interactive Learning	520	(1)
Case Study: Chase.com's Quest for a Global Web Presence	520	(2)
Part V Project Assessing the Total Cost of Ownership (Tco) of a Web Site	522
International Case Studies	525
Ginormous Life Insurance Company
Len Fertuck
From Analysis to Evaluation---The Example of Cuparla
Gerhard Schwabe
Citibank Asia Pacific: Managing Information Technology Consolidation, Change and New Challenges
Christina Soh
Neo Boon Siong
Enerline Restorations, Inc.: Stay with and ASP?
Scott Schneberger
Jane Movold
References	R 1
Indexes	I 1
Photo and Screen-Shot Credits	1