Management Information Systems

by O'Brien, James A.; Marakas, George M.

• ISBN13: 9780072935882
• ISBN10: 007293588X
• Edition: 7th
• Format: Hardcover
• Copyright: 2005-01-14
• Publisher: McGraw-Hill/Irwin

Summary

This new Seventh Edition is designed for business students who are or who will soon become business professionals in the fast changing business world of today. The goal of this text is to help business students learn how to use and manage information technologies to revitalize business processes, improve business decision making, and gain competitive advantage. Thus it places a major emphasis on up-to-date coverage of the essential role of Internet technologies in providing a platform for business, commerce, and collaboration processes among all business stakeholders in today's networked enterprises and global markets.The benchmark text for the syllabus organized by technology, this text appraoches the material from a managerial perspective. O'Brien defines technology and then explains how companies use the technology to improve performance. Real world cases finalize and enhance the explanation.

Author Biography

George M. Marakas is an associate professor of Information Systems at the School of Business at the University of Kansas.

Table of Contents

Module I Foundation Concepts
Foundations of Information Systems in Business	3	(36)
Section I: Foundation Concepts: Information Systems in Business	4	(1)
Introduction	4	(1)
The Real World of Information Systems	4	(1)
Real World Case 1: The 2004 Athens Olympics Network: Faster, Stronger---and Redundant	5	(1)
What Is an Information System?	6	(1)
Information Technologies	6	(1)
What You Need to Know	6	(2)
An IS Framework for Business Professionals	6	(2)
The Fundamental Roles of IS in Business	8	(1)
Trends in Information Systems	9	(2)
The Role of e-Business in Business	11	(1)
Types of Information Systems	12	(4)
Operations Support Systems	13	(1)
Management Support Systems	14	(1)
Other Classifications of Information Systems	14	(2)
Managerial Challenges of Information Technology	16	(6)
Success and Failure with IT	16	(1)
Developing IS Solutions	17	(2)
Challenges of Ethics and IT	19	(1)
Challenges of IT Careers	20	(1)
The IS Function	21	(1)
Section II: Foundation Concepts: The Components of Information Systems	22	(1)
System Concepts: A Foundation	22	(1)
What Is a System?	22	(1)
Real World Case 2: Lufthansa: Taking Mobile Computing to the Skies While Keeping the Mobile Workforce Connected	23	(3)
Feedback and Control	24	(1)
Other System Characteristics	24	(2)
Components of an Information System	26	(1)
Information System Resources	27	(3)
People Resources	27	(1)
Hardware Resources	28	(1)
Software Resources	28	(1)
Data Resources	28	(1)
Network Resources	29	(1)
Information System Activities	30	(1)
Input of Data Resources	30	(1)
Processing of Data into Information	30	(1)
Output of Information Products	31	(1)
Storage of Data Resources	31	(1)
Control of System Performance	31	(1)
Recognizing Information Systems	31	(6)
Real World Case 3: Aviall Inc.: From Failure to Success with Information Technology	37	(1)
Real World Case 4: Continental Airlines: This Call Is Being Monitored	38	(1)
Competing with Information Technology	39	(28)
Section I: Fundamentals of Strategic Advantage	40	(1)
Strategic IT	40	(1)
Competitive Strategy Concepts	40	(1)
Real World Case 1: GE, Dell, Intel, and Others: The Competitive Advantage of Information Technology	41	(2)
Competitive Forces and Strategies	42	(1)
Strategic Uses of Information Technology	43	(4)
Other Competitive Strategies	43	(4)
Building a Customer-Focused Business	47	(2)
The Value Chain and Strategic IS	49	(2)
Value Chain Examples	49	(2)
Section II: Using Information Technology for Strategic Advantage	51	(1)
Strategic Uses of IT	51	(1)
Reengineering Business Processes	51	(1)
Real World Case 2: The U.S. Department of Commerce: Using IT to Tap Experts' Know-How Through Knowledge Management	52	(2)
The Role of Information Technology	53	(1)
Becoming an Agile Company	54	(2)
Creating a Virtual Company	56	(1)
Virtual Company Strategies	56	(1)
Building a Knowledge-Creating Company	57	(7)
Knowledge Management Systems	58	(6)
Real World Case 3: Shareware Grows Up: CIOs Are Saving Money by Pooling Resources and Software	64	(1)
Real World Case 4: CDW and Harrah's Entertainment: Developing Strategic Customer-Loyalty Systems	65	(2)
Module II Information Technologies
Computer Hardware	67	(36)
Section I: Computer Systems: End User and Enterprise Computing	68	(1)
Types of Computer Systems	68	(1)
Real World Case 1: Mobile Devices and Wireless Technologies Are a Must-Have: Return on Investment Is No Longer a Concern	69	(1)
Microcomputer Systems	70	(4)
Computer Terminals	72	(1)
Network Computers	72	(1)
Information Appliances	73	(1)
Midrange Systems	74	(1)
Mainframe Computer Systems	75	(2)
Supercomputer Systems	76	(1)
Technical Note: The Computer System Concept	77	(3)
Computer Processing Speeds	79	(1)
Section II: Computer Peripherals: Input, Output, and Storage Technologies	80	(1)
Peripherals	80	(1)
Input Technologies	80	(1)
Real World Case 2: Delta and Northwest Airlines: The Business Value of Customer Self-Service Kiosks	81	(1)
Pointing Devices	82	(1)
Pen-Based Computing	83	(1)
Speech Recognition Systems	84	(1)
Optical Scanning	85	(2)
Other Input Technologies	87	(1)
Output Technologies	88	(1)
Video Output	88	(1)
Printed Output	89	(1)
Storage Trade-Offs	90	(3)
Computer Storage Fundamentals	90	(2)
Direct and Sequential Access	92	(1)
Semiconductor Memory	93	(1)
Magnetic Disks	93	(1)
Types of Magnetic Disks	94	(1)
RAID Storage	94	(1)
Magnetic Tape	94	(1)
Optical Disks	95	(6)
Business Applications	96	(5)
Real World Case 3: Verizon Communications: Advances in Speech Recognition Software Are Extending the Utility of Traditional Applications	101	(1)
Real World Case 4: Wisconsin Physicians Service and Winnebago: Moving to Linux on the Mainframe	102	(1)
Computer Software	103	(36)
Section I: Application Software: End User Applications	104	(1)
Introduction to Software	104	(1)
What Is Software?	104	(1)
Types of Software	104	(1)
Real World Case 1: Microsoft: Looking at How Companies Do Business---and Writing Software for the Processes	105	(2)
Application Software for End Users	106	(1)
Business Application Software	107	(1)
Software Suites and Integrated Packages	108	(1)
Web Browsers and More	109	(1)
Electronic Mail and Instant Messaging	109	(1)
Word Processing and Desktop Publishing	110	(1)
Electronic Spreadsheets	111	(2)
Presentation Graphics	113	(1)
Personal Information Managers	114	(1)
Groupware	114	(1)
Software Alternatives	115	(3)
Application Service Providers	116	(1)
Software Licensing	117	(1)
Section II: System Software: Computer System Management	118	(1)
System Software Overview	118	(1)
Overview	118	(1)
Operating Systems	118	(1)
Real World Case 2: Amazon and eBay: The New Face of Web Services	119	(4)
Operating System Functions	120	(2)
Microsoft Windows	122	(1)
Unix	122	(1)
Linux	122	(1)
Mac OS X	123	(1)
Other System Management Programs	123	(1)
Programming Languages	124	(3)
Machine Languages	124	(1)
Assembler Languages	125	(1)
High-Level Languages	125	(1)
Fourth-Generation Languages	126	(1)
Object-Oriented Languages	126	(1)
Web Languages and Services	127	(4)
HTML	128	(1)
XML	128	(1)
Java	128	(1)
Web Services	128	(3)
Programming Software	131	(6)
Language Translator Programs	131	(1)
Programming Tools	131	(6)
Real World Case 3: Merrill Lynch and Others: The Growth of Linux in Business	137	(1)
Real World Case 4: Mark's Work Wearhouse and Others: Using Java in Business	138	(1)
Data Resource Management	139	(32)
Section I: Managing Data Resources	140	(1)
Data Resource Management	140	(1)
Foundation Data Concepts	140	(1)
Real World Case 1: Argosy Gaming Co.: Challenges in Building a Data Warehouse	141	(2)
Character	142	(1)
Field	142	(1)
Record	142	(1)
File	142	(1)
Database	142	(1)
Types of Databases	143	(2)
Operational Databases	143	(1)
Distributed Databases	144	(1)
External Databases	144	(1)
Hypermedia Databases	144	(1)
Data Warehouses and Data Mining	145	(3)
Data Mining	147	(1)
Traditional File Processing	148	(2)
Problems of File Processing	149	(1)
The Database Management Approach	150	(5)
Database Management Software	151	(2)
Database Interrogation	153	(1)
Database Maintenance	154	(1)
Application Development	154	(1)
Section II: Technical Foundations of Database Management	155	(1)
Database Management	155	(1)
Database Structures	155	(1)
Hierarchical Structure	155	(1)
Real World Case 2: Harrah's Entertainment and Others: Protecting the Data Jewels	156	(6)
Network Structure	157	(1)
Relational Structure	158	(1)
Multidimensional Structure	158	(1)
Object-Oriented Structure	158	(1)
Evaluation of Database Structures	159	(3)
Database Development	162	(7)
Data Planning and Database Design	163	(6)
Real World Case 3: Henry Schein Inc.: The Business Value of a Data Warehouse	169	(1)
Real World Case 4: Emerson and Sanofi: Data Stewards Seek Data Conformity	170	(1)
Telecommunications and Networks	171	(42)
Section I: The Networked Enterprise	172	(1)
Networking the Enterprise	172	(1)
Trends in Telecommunications	172	(1)
Real World Case 1: Celanese Chemicals and Others: Wireless Business Applications	173	(3)
Industry Trends	174	(1)
Technology Trends	175	(1)
Business Application Trends	175	(1)
Internet2	176	(1)
The Business Value of Telecommunications Networks	176	(1)
The Internet Revolution	177	(2)
Internet Applications	178	(1)
Business Use of the Internet	179	(1)
The Business Value of the Internet	180	(1)
The Role of Intranets	181	(2)
The Business Value of Intranets	181	(2)
The Role of Extranets	183	(2)
Business Value of Extranets	183	(2)
Section II: Telecommunications Network Alternatives	185	(1)
Telecommunications Alternatives	185	(1)
A Telecommunications Network Model	185	(1)
Real World Case 2: The State of Maryland: Serving Its Citizens Without Using Wires	186	(2)
Types of Telecommunications Networks	188	(5)
Wide Area Networks	188	(1)
Local Area Networks	188	(1)
Virtual Private Networks	189	(1)
Client/Server Networks	190	(1)
Network Computing	191	(1)
Peer-to-Peer Networks	192	(1)
Telecommunications Media	193	(1)
Twisted-Pair Wire	193	(1)
Coaxial Cable	193	(1)
Fiber Optics	194	(1)
Wireless Technologies	194	(3)
Terrestrial Microwave	194	(1)
Communications Satellites	195	(1)
Cellular and PCS Systems	195	(1)
Wireless LANs	196	(1)
The Wireless Web	196	(1)
Telecommunications Processors	197	(2)
Modems	197	(1)
Multiplexers	198	(1)
Internetwork Processors	199	(1)
Telecommunications Software	199	(1)
Network Management	200	(1)
Network Topologies	200	(1)
Network Achitectures and Protocols	201	(3)
The OSI Model	202	(1)
The Internet's TCP/IP	203	(1)
Bandwidth Alternatives	204	(1)
Switching Alternatives	205	(5)
Real World Case 3: UPS, Wells' Dairy, Novell, and GM: The Business Value and Challenges of Wi-Fi Networks	210	(1)
Real World Case 4: Boeing Company and Others: Converging Voice and Data Using Voice Over IP	211	(2)
Module III Business Applications
Electronic Business Systems	213	(34)
Section I: Enterprise Business Systems	214	(1)
Introduction	214	(1)
Cross-Functional Enterprise Applications	214	(1)
Real World Case 1: Hilton Hotels Corporation: Data-Driven Hospitality	215	(3)
Enterprise Application Architecture	216	(2)
Enterprise Application Integration	218	(2)
Transaction Processing Systems	220	(2)
The Transaction Processing Cycle	220	(2)
Enterprise Collaboration Systems	222	(4)
Tools for Enterprise Collaboration	223	(3)
Section II: Functional Business Systems	226	(1)
Introduction	226	(1)
IT in Business	226	(1)
Real World Case 2: GE Power Systems and Corporate Express: The Business Case for Enterprise Application Integration	227	(1)
Marketing Systems	228	(3)
Interactive Marketing	229	(1)
Targeted Marketing	229	(1)
Sales Force Automation	230	(1)
Manufacturing Systems	231	(3)
Computer-Integrated Manufacturing	232	(2)
Human Resource Systems	234	(2)
HRM and the Internet	235	(1)
HRM and Corporate Intranets	235	(1)
Accounting Systems	236	(2)
Online Accounting Systems	236	(2)
Financial Management Systems	238	(7)
Real World Case 3: Brunswick Corporation: Improving Supply-Chain Results	245	(1)
Real World Case 4: Lowe and HP: The Business Case for Swarming Collaboration	246	(1)
Enterprise Business Systems	247	(36)
Section I: Customer Relationship Management: The Business Focus	248	(1)
Introduction	248	(1)
Real World Case 1: Mitsubishi Motor Sales: Implementing Customer Relationship Management Systems	249	(1)
What Is CRM?	250	(3)
Contact and Account Management	250	(1)
Sales	250	(1)
Marketing and Fulfillment	251	(1)
Customer Service and Support	251	(1)
Retention and Loyalty Programs	251	(2)
The Three Phases of CRM	253	(1)
Benefits and Challenges of CRM	254	(1)
CRM Failures	255	(1)
Trends in CRM	255	(3)
Section II: Enterprise Resource Planning: The Business Backbone	258	(1)
Introduction	258	(1)
What Is ERP?	258	(1)
Real World Case 2: Agilent Technologies and Russ Berrie: Challenges of Implementing ERP Systems	259	(3)
Benefits and Challenges of ERP	262	(2)
The Costs of ERP	262	(1)
Causes of ERP Failures	263	(1)
Trends in ERP	264	(3)
Section III: Supply Chain Management: The Business Network	267	(1)
Introduction	267	(1)
What Is SCM?	267	(1)
Real World Case 3: TaylorMade Golf and HON Industries: The Business Value of Supply Chain Management	268	(4)
Electronic Data Interchange	270	(2)
The Role of SCM	272	(2)
Benefits and Challenges of SCM	274	(1)
Trends in SCM	275	(6)
Real World Case 4: H-P, Eastman Chemical, and Others: The Benefits and Challenges of SCM Systems	281	(1)
Real World Case 5: Wal-Mart and Mattel: Supply Chain Management Best Practices	282	(1)
Electronic Commerce Systems	283	(36)
Section I: Electronic Commerce Fundamentals	284	(1)
Introduction to e-Commerce	284	(1)
Real World Case 1: eBay Inc.: Managing Success in a Dynamic Online Marketplace	285	(1)
The Scope of e-Commerce	286	(2)
e-Commerce Technologies	286	(1)
Categories of e-Commerce	286	(2)
Essential e-Commerce Processes	288	(5)
Access Control and Security	288	(1)
Profiling and Personalizing	289	(1)
Search Management	290	(1)
Content and Catalog Management	290	(1)
Workflow Management	291	(2)
Event Notification	293	(1)
Collaboration and Training	293	(1)
Electronic Payment Processes	293	(3)
Web Payment Processes	293	(1)
Electronic Funds Transfer	294	(1)
Secure Electronic Payments	294	(2)
Section II: e-Commerce Applications and Issues	296	(1)
e-Commerce Application Trends	296	(1)
e-Commerce Trends	296	(1)
Real World Case 2: Keihin Aircon NA Inc.: Lean Manufacturing Is a Process Whose Time Has Come	297	(1)
Business-to-Consumer e-Commerce	298	(4)
e-Commerce Success Factors	299	(3)
Web Store Requirements	302	(3)
Developing a Web Store	302	(2)
Serving Your Customers	304	(1)
Managing a Web Store	304	(1)
Business-to-Business e-Commerce	305	(1)
e-Commerce Marketplaces	306	(2)
Clicks and Bricks in e-Commerce	308	(9)
e-Commerce Integration	309	(1)
Other Clicks and Bricks Strategies	309	(1)
e-Commerce Channel Choices	310	(7)
Real World Case 3: E-Trade and Wells Fargo: The Business Case for Clicks and Bricks e-Commerce	317	(1)
Real World Case 4: Microsoft and Dell: The WWW Is Anything but Business as Usual	318	(1)
Decision Support Systems	319	(50)
Section I: Decision Support in Business	320	(1)
Introduction	320	(1)
Information, Decisions, and Management	320	(1)
Real World Case 1: Allstate Insurance, Aviva Canada, and Others: Centralized Business Intelligence at Work	321	(3)
Information Quality	322	(1)
Decision Structure	323	(1)
Decision Support Trends	324	(2)
Decision Support Systems	326	(2)
DSS Components	326	(2)
Management Information Systems	328	(1)
Management Reporting Alternatives	328	(1)
Online Analytical Processing	329	(4)
Geographic Information and Data Visualization Systems	331	(2)
Using Decision Support Systems	333	(5)
What-If Analysis	333	(1)
Sensitivity Analysis	334	(1)
Goal-Seeking Analysis	335	(1)
Optimization Analysis	335	(1)
Data Mining for Decision Support	336	(2)
Executive Information Systems	338	(1)
Features of an EIS	338	(1)
Enterprise Portals and Decision Support	339	(2)
Enterprise Information Portals	339	(2)
Knowledge Management Systems	341	(2)
Section II: Artificial Intelligence Technologies in Business	343	(1)
Business and AI	343	(1)
An Overview of Artificial Intelligence	343	(1)
Real World Case 2: Wal-Mart, BankFinancial, and HP: The Business Value of AI	344	(4)
The Domains of Artificial Intelligence	345	(3)
Expert Systems	348	(4)
Components of an Expert System	348	(1)
Expert System Applications	349	(1)
Benefits of Expert Systems	350	(1)
Limitations of Expert Systems	350	(2)
Developing Expert Systems	352	(2)
Knowledge Engineering	353	(1)
Neural Networks	354	(1)
Fuzzy Logic Systems	355	(1)
Fuzzy Logic in Business	356	(1)
Genetic Algorithms	356	(1)
Virtual Reality	356	(3)
VR Applications	358	(1)
Intelligent Agents	359	(7)
Real World Case 3: Procter & Gamble and Others: Using Agent-Based Modeling for Supply Chain Management	366	(1)
Real World Case 4: Boehringer Ingelheim: Using Web-Based Tools for Financial Analysis and Reporting	367	(2)
Module IV Development Processes
Developing Business/IT Strategies	369	(30)
Section I: Planning Fundamentals	370	(1)
Introduction	370	(1)
Real World Case 1: The Rowe Cos. and Merrill Lynch: The ROI Process in Business/IT Planning	371	(1)
Organizational Planning	372	(1)
The Scenario Approach	373	(1)
Planning for Competitive Advantage	374	(1)
SWOT Analysis	374	(1)
Business Models and Planning	375	(3)
Business/IT Planning	378	(1)
Information Technology Architecture	378	(1)
Identifying Business/IT Strategies	379	(2)
Business Application Planning	381	(3)
Business/IT Architecture Planning	382	(2)
Section II: Implementation Challenges	384	(1)
Implementation	384	(1)
Implementing Information Technology	384	(1)
Real World Case 2: Johnson Controls and Bank of New York: The Challenges of Global Application Integration	385	(2)
End User Resistance and Involvement	387	(2)
Change Management	389	(8)
A Change Management Process	391	(6)
Real World Case 3: Corning Inc.: Business/IT Planning Strategies in Challenging Times	397	(1)
Real World Case 4: Cincinnati Bell: Change Management Challenges of Business Convergence	398	(1)
Developing Business/IT Solutions	399	(34)
Section I: Developing Business Systems	400	(1)
IS Development	400	(1)
The Systems Approach	400	(1)
Real World Case 1: Blue Cross, AT&T Wireless, and CitiStreet: Development Challenges of Self-Service Web Systems	401	(1)
Systems Thinking	402	(1)
The Systems Development Cycle	402	(1)
Prototyping	403	(3)
The Prototyping Process	403	(3)
Starting the Systems Development Process	406	(1)
Feasibility Studies	406	(1)
Systems Analysis	407	(2)
Organizational Analysis	408	(1)
Analysis of the Present System	408	(1)
Functional Requirements Analysis	409	(1)
Systems Design	409	(2)
User Interface Design	410	(1)
System Specifications	411	(1)
End User Development	411	(5)
Focus on IS Activities	412	(1)
Doing End User Development	413	(3)
Section II: Implementing Business Systems	416	(1)
Implementation	416	(1)
Implementing New Systems	416	(1)
Real World Case 2: InterContinental Hotels, Del Taco, and Cardinal Health: Implementation Strategies	417	(2)
Evaluating Hardware, Software, and Services	419	(2)
Hardware Evaluation Factors	420	(1)
Software Evaluation Factors	420	(1)
Evaluating IS Services	421	(1)
Other Implementation Activities	421	(9)
Testing	421	(1)
Data Conversion	422	(1)
Documentation	422	(1)
Training	423	(1)
Conversion Methods	423	(1)
IS Maintenance	424	(6)
Real World Case 3: Du Pont and Southwire: Implementing Successful Enterprise Information Portals	430	(1)
Real World Case 4: Wyndham International and Amazon.com: Cost-Effective IT	431	(2)
Module V Management Challenges
Security and Ethical Challenges	433	(42)
Section I: Security, Ethical, and Societal Challenges of IT	434	(1)
Introduction	434	(1)
Business/IT Security, Ethics, and Society	434	(1)
Real World Case 1: F-Secure, Microsoft, GM, and Verizon: The Business Challenge of Computer Viruses	435	(1)
Ethical Responsibility of Business Professionals	436	(3)
Business Ethics	436	(1)
Technology Ethics	437	(1)
Ethical Guidelines	438	(1)
Computer Crime	439	(8)
Hacking	441	(1)
Cyber Theft	442	(1)
Unauthorized Use at Work	443	(2)
Software Piracy	445	(1)
Piracy of Intellectual Property	445	(1)
Computer Viruses and Worms	446	(1)
Privacy Issues	447	(3)
Privacy on the Internet	448	(2)
Computer Matching	450	(1)
Privacy Laws	450	(1)
Computer Libel and Censorship	450	(1)
Other Challenges	450	(3)
Employment Challenges	450	(1)
Computer Monitoring	451	(1)
Challenges in Working Conditions	452	(1)
Challenges to Individuality	452	(1)
Health Issues	453	(1)
Ergonomics	453	(1)
Societal Solutions	454	(1)
Section II: Security Management of Information Technology	455	(1)
Introduction	455	(1)
Real World Case 2: Geisinger Health Systems and Du Pont: Security Management	456	(1)
Tools of Security Management	457	(1)
Internetworked Security Defenses	458	(6)
Encryption	458	(1)
Firewalls	458	(3)
Denial of Service Defenses	461	(1)
e-Mail Monitoring	462	(1)
Virus Defenses	462	(2)
Other Security Measures	464	(3)
Security Codes	464	(1)
Backup Files	464	(1)
Security Monitors	464	(1)
Biometric Security	465	(1)
Computer Failure Controls	465	(1)
Fault Tolerant Systems	465	(2)
Disaster Recovery	467	(1)
System Controls and Audits	467	(6)
Information System Controls	467	(1)
Auditing IT Security	468	(5)
Real World Case 3: The Federal Reserve Bank: Creating a Sound Software Patch Management Strategy	473	(1)
Real World Case 4: Online Resources, Lehman Brothers, and Others: Managing Network Security Systems	474	(1)
Enterprise and Global Management of Information Technology	475	(34)
Section I: Managing Information Technology	476	(1)
Business and IT	476	(1)
Real World Case 1: Chicago Board of Trade: From Failure to Success in Managing Information Technology	477	(1)
Managing Information Technology	478	(1)
Business/IT Planning	479	(2)
Information Technology Architecture	480	(1)
Managing the IS Function	481	(5)
Organizing IT	481	(2)
Managing Application Development	483	(1)
Managing IS Operations	483	(1)
Human Resource Management of IT	484	(1)
The CIO and Other IT Executives	484	(1)
Technology Management	485	(1)
Managing User Services	486	(1)
Failures in IT Management	486	(3)
Management Involvement and Governance	487	(2)
Section II: Managing Global IT	489	(1)
The International Dimension	489	(1)
Global IT Management	489	(1)
Real World Case 2: Global Exchange Services and Allstate: Challenges and Solutions in Offshore Systems Development	490	(1)
Cultural, Political, and Geoeconomic Challenges	491	(2)
Global Business/IT Strategies	493	(1)
Global Business/IT Applications	494	(1)
Global IT Platforms	495	(3)
The Internet as a Global IT Platform	497	(1)
Global Data Access Issues	498	(2)
Internet Access Issues	499	(1)
Global Systems Development	500	(7)
Systems Development Strategies	500	(7)
Real World Case 3: Bio-ERA and Burlington Northern Santa Fe: The Business Case for Global Collaborative Development	507	(1)
Real World Case 4: Avon Products and Guardian Life Insurance: Successful Management of IT Projects	508	(1)
Appendix: Real World Case Studies	509	(29)
Review Quiz Answers	538	(3)
Selected References	541	(10)
Glossary for Business Professionals	551	(19)
Name Index	570	(4)
Company Index	574	(4)
Subject Index	578