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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-1
Real World Cases
Developing Developing Business/IT Business/IT
SolutionsSolutions
Module IV – Development Processes
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-2
Real World Cases
Learning ObjectivesLearning Objectives1.Use the systems development process outlined in this
chapter, and the model of IS components from Chapter 1 as problem-solving frameworks to help you propose information systems solutions to simple business problems.
2.Describe and give examples to illustrate how you might use each of the steps of the information systems development cycle to develop and implement an e-business system.
3.Explain how prototyping improves the process of systems development for end users and IS specialists.
4.Identify the activities involved in the implementation of new information systems.
5.Describe several evaluation factors that should be considered in evaluating the acquisition of hardware, software, and IS services.
6.Identify several change management solutions for end user resistance to the implementation of new information systems.
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-3
Real World Cases
Developing Developing Business/IT SolutionsBusiness/IT Solutions
• The Systems Approach• Information Systems
Development or Application Development
• Real World Case 1- Real World Case 1- Blue Blue Cross, AT&T Wireless, and Cross, AT&T Wireless, and CitiStreetCitiStreet Click to go to
Case 1
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-4
Real World Cases
The Systems ApproachThe Systems Approach• Recognize and Define
Problem Using Systems Thinking
• Develop and Evaluate Alternatives
• Select a Solution• Design the System Solution• Implement and Evaluate
the Success of the Designed System
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-5
Real World Cases
The Systems ApproachThe Systems Approach• Using Systems Thinking
–The Fifth Discipline• Seeing Relationships
Among Systems• Seeing Processes of Change
Among Systems• Systems Context• An Example of Systems
Thinking…
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-6
Real World Cases
The Systems ApproachThe Systems ApproachAn Example of Systems Thinking
Poor Sales
Management?
InadequateSellingEffort
?
Out-of-DateSales
Procedures?
PoorSales
Performance?
Control
IncorrectSales Information?Feedback
Input Processing Output
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-7
Real World Cases
The Systems ApproachThe Systems ApproachIS Development Cycle
SystemsInvestigation
Product Feasibility Study
SystemsAnalysis
Product Functional Requirements
SystemsDesign
Product System Specifications
SystemsImplementation
Product Operational System
SystemsMaintenance
Product Improved System
Understand the Business Problem or Opportunity
Develop an Information System Solution
Implement the Information System Solution
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-8
Real World Cases
Systems Development CycleSystems Development CycleSystems Development Life CycleThe Prototyping Process
Identify an End User’s Business
Requirements
Develop Business System
Prototypes
Revise the Prototypes to Better
Meet End User Requirements
Use and Maintain the Accepted
Business System
PrototypingCycle
MaintenanceCycle
•Investigation/Analysis
•Analysis/Design
•Design/ Implementation
• Implementation/ Maintenance
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-9
Real World Cases
Agile Systems DevelopmentTypical Prototyping-Based Systems
Development Process
Systems Development CycleSystems Development Cycle
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-10
Real World Cases
• National Sales Team Collaboration Difficult
• Development of Web-Based Enterprise Knowledge Management Portal
• Support for Collaboration• Omitted Features Had to be Added• Resulted in Better Collaboration
and Improved Access to Knowledge
Systems Development CycleSystems Development CycleFrito-Lay Inc.: Failure and Frito-Lay Inc.: Failure and Success in Systems DevelopmentSuccess in Systems Development
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-11
Real World Cases
• Feasibility Studies• Organizational
Feasibility• Economic Feasible• Technical Feasibility• Cost/Benefit Analysis• Intangible Costs• Intangible Benefits
Systems Development ProcessSystems Development ProcessStarting the ProcessStarting the Process
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-12
Real World Cases
Systems Development ProcessSystems Development ProcessStarting the ProcessStarting the Process
Key Objectives Action Plan
Feedback Feedback
IT Proposalsfor Addressing
Strategic Business Priorities
Business Case for Investing in
e-Business Projects
Planning for Application
Development and
Implementation
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-13
Real World Cases
Starting the ProcessStarting the ProcessSystems Development ProcessSystems Development Process
Feasibility Factors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-14
Real World Cases
Starting the ProcessStarting the ProcessSystems Development ProcessSystems Development Process
How a Feasibility Study Might Measure a Proposal
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-15
Real World Cases
Starting the ProcessStarting the ProcessSystems Development ProcessSystems Development Process
Possible Benefits of New System
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-16
Real World Cases
Systems AnalysisSystems Analysis•Organizational Analysis•Analysis of the Present System
•Hardware•Software•Network•People Resources•Document Activities of Input, Processing, Output, Storage, and Control Systems
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-17
Real World Cases
Systems AnalysisSystems AnalysisBuyer Zone and OfficeMax: Evaluating Buyer Zone and OfficeMax: Evaluating Customer Website Experiences Customer Website Experiences
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-18
Real World Cases
Systems AnalysisSystems Analysis
•Websites Failed to Support the Purchase-or-Lease Decision Process
•Should Support Decision Processes Before Pushing Product
•Provide the Right Tools at the Right Time
•Integrate Related Tasks
Buyer Zone and OfficeMax: Evaluating Buyer Zone and OfficeMax: Evaluating Customer Website Experiences Customer Website Experiences
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-19
Real World Cases
Systems AnalysisSystems AnalysisFunctional Requirements for a Functional Requirements for a Proposed e-Commerce System Proposed e-Commerce System
What Should be Done – Not How…
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-20
Real World Cases
Systems DesignSystems DesignSystems Analysis Describes What Systems Analysis Describes What is to be Done…is to be Done…
Systems Design Specifies HowSystems Design Specifies How
Systems Design
• Screen, Form, Report, and Dialog Design
• Data Element Structure Design
• Program and Procedure Design
User Interface Design
Data Design
Process Design
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-21
Real World Cases
Systems DesignSystems DesignUser Interface DesignUser Interface Design
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-22
Real World Cases
Systems DesignSystems DesignUser Interface DesignUser Interface Design
Examples…Examples…
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-23
Real World Cases
Systems DesignSystems DesignPriceline.com: Designing a Priceline.com: Designing a User InterfaceUser Interface
•Simplifying the Web Interface
•Simpler and More Compelling Site Brought 50% Increase in Visitors
•Less Decision Making by User is a Good Thing
•Much More Successful Design
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-24
Real World Cases
Systems DesignSystems DesignExamples of Systems Specifications Examples of Systems Specifications for a New e-Commerce System for a New e-Commerce System
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-25
Real World Cases
End User DevelopmentEnd User DevelopmentFocus on Processing Activity Focus on Processing Activity Components Components
Input
What data are available, in what form?
ProcessingWhat operations on the inputs are needed to produce the desired output?What software can most effectively support those operations?
StorageDoes the application use previously stored data?Does it create data that must be stored for future use by this or other applications?
Output
What information is needed by end users and in what form should the output be presented?
ControlWhat controls are needed to protect against accidental loss or damage?Is there a need to control access to data used by the application?
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-26
Real World Cases
End User DevelopmentEnd User DevelopmentFocus on Processing Activity Focus on Processing Activity Components Components
•Inputs•Outputs•Processing•Storage•Control•Doing End User Development
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-27
Real World Cases
End User DevelopmentEnd User DevelopmentMS FrontPage Development Tool MS FrontPage Development Tool
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-28
Real World Cases
End User DevelopmentEnd User DevelopmentEncouraging Intranet Website DevelopmentEncouraging Intranet Website Development
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-29
Real World Cases
End User DevelopmentEnd User DevelopmentProvidence Health System: Providence Health System: End User Web DevelopmentEnd User Web Development
•Had Outdated and Incorrect Website Content
•IT Gave Up Control to Encourage Group Content to be Added to Internet and Intranet Sites Using Development Tools
•MS FrontPage Used to Empower Other Departments at Little Cost
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-30
Real World Cases
ImplementingImplementingBusiness SystemsBusiness Systems
• System Design• Implementation• Maintenance• Challenges and StrategiesReal World Case 2- Real World Case 2- Intercontinental Hotels, Del Intercontinental Hotels, Del
Taco, and Cardinal Health Taco, and Cardinal Health Click to go to
Case 2
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-31
Real World Cases
Implementing New SystemsImplementing New SystemsOverview of the Overview of the Implementation ProcessImplementation Process
ImplementationActivities
Acquisition of Hardware,
Software, and
Services
Software Development
or Modification
Data Conversion
End User Training
Conversion•Parallel•Pilot•Phased•Plunge
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-32
Real World Cases
Implementing New SystemsImplementing New SystemsZurich North America: IT Zurich North America: IT Project ManagementProject Management
•Desire for Full Project Transparency Through Intranets
•10-20% of Incomes Based Upon Company Success
•Wanted Project Management Agreements in Writing
•No Projects Without a Paying Customer
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-33
Real World Cases
Implementing New SystemsImplementing New SystemsEvaluating Hardware, Software, Evaluating Hardware, Software, and Servicesand Services
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-34
Real World Cases
Implementing New SystemsImplementing New SystemsExamples from IBM of Hardware, Examples from IBM of Hardware, Software, and IS ServicesSoftware, and IS Services
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-35
Real World Cases
Implementing New SystemsImplementing New SystemsTen Major Hardware Evaluation Ten Major Hardware Evaluation FactorsFactors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-36
Real World Cases
Implementing New SystemsImplementing New SystemsSelect Software Evaluation Select Software Evaluation FactorsFactors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-37
Real World Cases
Implementing New SystemsImplementing New SystemsEvaluating IS Service FactorsEvaluating IS Service Factors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-38
Real World Cases
Implementing New SystemsImplementing New SystemsOshKosh B’Gosh, Inc.: Evaluating IT Vendors OshKosh B’Gosh, Inc.: Evaluating IT Vendors and Productsand Products
•Used System to Connect Vendors
•Work to Design Requirements First – Then Seek Solutions
•Check References on Vendor Applications
•Involve End-User in the System Selection Process
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-39
Real World Cases
Implementing New SystemsImplementing New SystemsOther Implementation ActivitiesOther Implementation Activities•Testing•Data Conversion•Documentation
–Computer-Aided Systems Engineering (CASE)
•Training
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-40
Real World Cases
Implementing New SystemsImplementing New SystemsClarke American Checks: Web-Based ERP Clarke American Checks: Web-Based ERP TrainingTraining
•Use of Website For Collaborative Training on New ERP Software
•Watching or Performing Simulated Transactions
•Self-Paced Training Well Liked and Costs Less
•75% Savings Over Instructor-Led Training
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-41
Real World Cases
Implementing New SystemsImplementing New SystemsExample Implementation PlanExample Implementation Plan
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-42
Real World Cases
Implementing New SystemsImplementing New SystemsConversion MethodsConversion Methods•Parallel Conversion•Phased Conversion•Pilot Conversion•Plunge or Direct Cutover–Graphically…
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-43
Real World Cases
Implementing New SystemsImplementing New SystemsConversion MethodsConversion Methods
Old System
Old System
Old System
Old System
New System
New System
New System
New System
Parallel
Pilot
Phased
Plunge
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-44
Real World Cases
Implementing New SystemsImplementing New SystemsIS MaintenanceIS Maintenance
Systems MaintenancePost-Implementation Review
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-45
Real World Cases
Implementing New SystemsImplementing New SystemsGM Locomotive Group: Failure GM Locomotive Group: Failure in System Implementationin System Implementation
•Builder of Diesel-Electric Locomotives•Failure in Launch of ERP Application in 2001
•Parts Business Virtually Stopped•Undertook Emergency 6 Month Turnaround
•SAP System Reconfigured, Flushed and Replaced Data
•Legacy Mainframe Couldn’t Handle New System
•System Didn’t Perform•Some Outsourcing Occurring
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-46
Real World Cases
Managing Organizational Managing Organizational ChangeChange
Resistance to ChangeResistance to Change•End-User Resistance•End-User Involvement
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-47
Real World Cases
Managing Organizational Managing Organizational ChangeChange
Resistance to ChangeResistance to ChangeObstacles to Knowledge Management
3%
9%
15%
20%
53%
User Resistance to Sharing Knowledge
Immaturity of Technology
Immaturity of Knowledge Management Industry
Cost
Lack of Need
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-48
Real World Cases
Change ManagementChange ManagementCrane Engineering: Overcoming Crane Engineering: Overcoming User Resistance to CRMUser Resistance to CRM•Difficulty in Changing Habits of Sales Persons
•Fear of Windows and CRM•Sell Advantages to Sales Staff to Win Acceptance
•Move From Product to a Customer Centered Approach
•Requires Structural Changes Throughout All Aspects of the Firm
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-49
Real World Cases
Change ManagementChange ManagementFocus is on PeopleFocus is on People•Change Action Plan•Change Sponsors•Change Teams•Encouraging Open Communications
•Receiving Feedback•Work Within the Company Culture
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-50
Real World Cases
Change ManagementChange ManagementDuke Energy: A Guerilla Approach to Business ChangeDuke Energy: A Guerilla Approach to Business Change
•e-Team of Advocates Went Throughout Company Launching Internet Initiatives
•In 18 Months Team Had Saved $52 Million
•Search for Other Activities for the Internet
•New Team Launched Initiatives•Used Mantra “Invest Little-Save Big”
•Launched Many Projects
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-51
Real World Cases
SummarySummary1. The Systems
Development Cycle2. Prototyping3. End-User Development4. Implementing IS5. Evaluating Hardware,
Software, and Services6. Implementing Business
Change
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-52
Real World Cases
KEY TERMSKEY TERMSChange ManagementConversion MethodsCost/benefit AnalysisData conversionDocumentationEconomic FeasibilityEnd User InvolvementEnd User ResistanceEnd User Developmenta. Hardwareb. IS Servicesc. SoftwareFeasibility StudyFunctional RequirementsImplementation ProcessIntangiblea. Benefitsb. CostsOperational FeasibilityOrganizational AnalysisOrganizational Feasibility
Postimplementation ReviewProject ManagementPrototypePrototypingSystems AnalysisSystems ApproachSystems DesignSystems Development Life
CycleSystems ImplementationSystems InvestigationSystems MaintenanceSystem SpecificationsSystem TestingSystems ThinkingTangiblea. Benefitsb. CostsTechnical FeasibilityUser Interface Design
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-53
Real World Cases
Real World Case 1 Blue Cross, AT&T Wireless, and CitiStreet: Development Challenges of Self-Service Web Systems
Click to go toCase 1
Real World Case 2 Intercontinental Hotels, Del Taco, and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems
Click to go toCase 2
Optional Case StudiesOptional Case Studies
Real World Case 3 DuPont and Southwire: Implementing Successful Enterprise Information Portals
Real World Case 4 Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies
Click to go toCase 3
Click to go toCase 4
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-54
Real World Cases
Security and Ethical Challenges
Chapter 11
Module V – Management Challenges
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-55
Real World Cases
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
1- Why do more than a third of 1- Why do more than a third of all Web self-service customers all Web self-service customers get frustrated and end up get frustrated and end up calling a help center? Use the calling a help center? Use the experiences of Blue Cross-experiences of Blue Cross-Blue Shield and AT&T Blue Shield and AT&T Wireless to help you Wireless to help you answer.answer. Return to
Cases Page
Return toChapter 10
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-56
Real World Cases
• Poorly Designed Web Interface– Confuses Users with Options– Asks Questions Users Can’t
Answer• Using Cumbersome Drop-down
Boxes• Wording is Hard to Understand• Requires Customers to Indicate
Network Type
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
Discussion Points Would Include: Discussion Points Would Include:
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-57
Real World Cases
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
2- What are some solutions to 2- What are some solutions to the problems users may have the problems users may have with Web self-service? Use with Web self-service? Use the experiences of the the experiences of the companies in this case to companies in this case to propose several solutions. propose several solutions.
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-58
Real World Cases
• Use Focus Group End Users to Ensure System Logic
• Redesign Web site to Send Customers to Correct Network Site
• Budget Money/Time to Maintain Site
• Design Flexibility for Change as Needed
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
Discussion Points Would Include: Discussion Points Would Include:
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-59
Real World Cases
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
3- Visit the websites of Blue Cross-3- Visit the websites of Blue Cross-Blue Shield and AT&T Wireless. Blue Shield and AT&T Wireless. Investigate the details of Investigate the details of obtaining an individual health obtaining an individual health plan or a new cell phone plan. plan or a new cell phone plan. What is your appraisal of the What is your appraisal of the self-service features of self-service features of these websites? Explain these websites? Explain your evaluations. your evaluations. Return to
Cases Page
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-60
Real World Cases
• Responses Will Vary• Apply Chapter Concepts in
Discussions
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
Considerations Would Include: Considerations Would Include:
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-61
Real World Cases
• Responses Will Vary• Apply Chapter Concepts in
Discussions• Give Pros and Cons of Sites
Blue Cross - AT&TBlue Cross - AT&TWireless and CitiStreet:Wireless and CitiStreet:
Development Challenges of Self-Development Challenges of Self-Service Web SystemsService Web Systems
Considerations Would Include: Considerations Would Include:
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-62
Real World Cases
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
1- What are the benefits and 1- What are the benefits and limitations of the key limitations of the key implementation strategies that implementation strategies that are being used by are being used by InterContinental Hotels?InterContinental Hotels?
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-63
Real World Cases
• Associated Risks• Partnering with End Users
• Internal Staff Completes Application Programming
• Effective Project Management
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-64
Real World Cases
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
2- Do you agree with how Del 2- Do you agree with how Del Taco is managing the Taco is managing the implementation of its IT implementation of its IT project? Why or why not?project? Why or why not?
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-65
Real World Cases
• Outsourcing Installation of Hardware
• Use Microsoft Corp. to Design SQL Server Inventory Database
• Mix of Internal/External Development Teams
• Hire the Best Project Managers
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-66
Real World Cases
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
3- What are several change 3- What are several change management techniques that management techniques that could help to ensure the could help to ensure the successful implementation of successful implementation of CRM projects? Use Cardinal CRM projects? Use Cardinal Health to illustrate your Health to illustrate your answer. answer.
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-67
Real World Cases
• Use capital review/operating Committees
• Use CRM Software Development Tools
• Management and Executive Cooperation of CRM projects
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-68
Real World Cases
• Use capital review/operating Committees
• Use CRM Software Development Tools
• Management and Executive Cooperation of CRM projects
• Prepare for Disruption
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsInterContinental HotelsDel Taco and Cardinal Health: Del Taco and Cardinal Health:
Implementation Strategies for Upgrading Implementation Strategies for Upgrading Core Business SystemsCore Business Systems
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-69
Real World Cases
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
1- Why do so many enterprise 1- Why do so many enterprise information portals fail to information portals fail to attract “adequate interest attract “adequate interest among targeted users?” What among targeted users?” What can be done to improve the can be done to improve the usage of portals in business? usage of portals in business?
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-70
Real World Cases
• No strategy, Lifecycle, or Change Management
• No Strategy beyond Technical Architecture
• Company Problems Surrounding Portal Technology
• Critical Usability Issues Get Shortchanged
• Content Management• Integrate Order Site to Back-end
System
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-71
Real World Cases
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
2- What is the business value 2- What is the business value of their enterprise portal to of their enterprise portal to DuPont’s Performance DuPont’s Performance Coatings group? How could Coatings group? How could it be improved? it be improved?
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-72
Real World Cases
• Use Content Management to Eliminate Obsolete Literature
• Body shops can Get Needs Via the Portal
• Resume Service and Job Posting
• Needed Improvements Added
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-73
Real World Cases
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
3- What are the business 3- What are the business benefits of Southwire’s benefits of Southwire’s enterprise portal? Describe enterprise portal? Describe several ways it might be several ways it might be improved. improved.
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-74
Real World Cases
• Clean up Multiple Internal/Corporate Web Sites
• Customer Orders up 33%, and 25% are Electronic
• Managers Approve and Post Announcements
• Single Sign-on, Multilevel Security Access, Customization and Personalization
• Cutting Costs Associated with Processing
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-75
Real World Cases
• Clean up Multiple Internal/Corporate Web Sites
• Customer Orders up 33%, and 25% are Electronic
• Managers Approve and Post Announcements
• Single Sign-on, Multilevel Security Access, Customization and Personalization
• Cutting Costs Associated with Processing • Increasing Productivity
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: DuPont and Southwire: Implementing Successful Implementing Successful
Enterprise Information PortalsEnterprise Information Portals
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-76
Real World Cases
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
1- Are the resource acquisition 1- Are the resource acquisition challenges faced by CIOs any challenges faced by CIOs any different than those faced by different than those faced by other business managers in other business managers in times of tight budgets? Why times of tight budgets? Why or why not? or why not?
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-77
Real World Cases
• Use of “Systems Thinking” • Embrace Change as Open-
source Systems• Rethink Utilizing Your
Relationships with Suppliers and Customers
• Be Creative/View Problems as Opportunities
Discussion Points Would Include: Discussion Points Would Include:
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
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Copyright 2005, McGraw-Hill/Irwin, Inc. 10-78
Real World Cases
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
2- What are the business 2- What are the business benefits and limitations of benefits and limitations of Rick Dalzell’s IT resource Rick Dalzell’s IT resource acquisition strategies for acquisition strategies for Amazon? Amazon?
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-79
Real World Cases
• Reduce Percent of Sales Generated that is Spent on IT costs
• Hidden costs resulting from the use of open-source savings
• Improve Your Relationships with Customers and Suppliers
• Austerity Forces Company to Become Creative in Resolving IT Upgrade
Benefits and Limitations Include: Benefits and Limitations Include:
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-80
Real World Cases
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
3- Are Dalzell’s strategies 3- Are Dalzell’s strategies applicable to small as applicable to small as well as large businesses? well as large businesses? Explain your answer. Explain your answer.
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-81
Real World Cases
• IT Staffing Size Limits Smaller Business Alternatives
• IT Budgets in Smaller Businesses Are Restrictive
• Strategies are Applicable Regarding Size of Business
Discussion Points Include: Discussion Points Include:
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
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KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-82
Real World Cases
• IT Staffing Size Limits Smaller Business Alternatives
• IT Budgets in Smaller Businesses Are Restrictive
• Strategies are Applicable Regarding Size of Business
• Smaller Business are More Creative than Larger Business in Finding IT Solutions
Discussion Points Include: Discussion Points Include:
Wyndham International and Wyndham International and Amazon.com: Cost-Effective IT Amazon.com: Cost-Effective IT Resource Acquisition StrategiesResource Acquisition Strategies
Return toCases Page