Blue Cross - AT&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems 1- Why do more than a third of all Web self-service customers get frustrated and end up calling a help center? Use the experiences of Blue Cross- Blue Shield and AT&T Wireless to help you answer. Return to Cases Page Return to Chapter 10

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&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Discussion Points Would Include:

Blue Cross - AT&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems 2- What are some solutions to the problems users may have with Web self-service? Use the experiences of the companies in this case to propose several solutions.

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&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Discussion Points Would Include:

Blue Cross - AT&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems 3- Visit the websites of Blue Cross- Blue Shield and AT&T Wireless. Investigate the details of obtaining an individual health plan or a new cell phone plan. What is your appraisal of the self-service features of these websites? Explain your evaluations. Return to Cases Page Return to Chapter 10

Responses Will Vary Apply Chapter Concepts in Discussions Blue Cross - AT&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Considerations Would Include: Return to Cases Page Return to Chapter 10

Responses Will Vary Apply Chapter Concepts in Discussions Give Pros and Cons of Sites Blue Cross - AT&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Considerations Would Include: Return to Cases Page Return to Chapter 10

InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems 1- What are the benefits and limitations of the key implementation strategies that are being used by InterContinental Hotels?

Associated Risks Partnering with End Users Internal Staff Completes Application Programming Effective Project Management Discussion Points Would Include: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems

2- Do you agree with how Del Taco is managing the implementation of its IT project? Why or why not?

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: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems

3- What are several change management techniques that could help to ensure the successful implementation of CRM projects? Use Cardinal Health to illustrate your answer. Return to Cases Page Return to Chapter 10

Use capital review/operating Committees Use CRM Software Development Tools Management and Executive Cooperation of CRM projects Discussion Points Would Include: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems Return to Cases Page Return to Chapter 10

Use capital review/operating Committees Use CRM Software Development Tools Management and Executive Cooperation of CRM projects Prepare for Disruption Discussion Points Would Include: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems Return to Cases Page Return to Chapter 10

DuPont and Southwire: Implementing Successful Enterprise Information Portals 1- Why do so many enterprise information portals fail to attract “adequate interest among targeted users?” What can be done to improve the usage of portals in business? Return to Cases Page

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: DuPont and Southwire: Implementing Successful Enterprise Information Portals

2- What is the business value of their enterprise portal to DuPont’s Performance Coatings group? How could it be improved?

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: DuPont and Southwire: Implementing Successful Enterprise Information Portals

3- What are the business benefits of Southwire’s enterprise portal? Describe several ways it might be improved. Return to Cases Page

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: DuPont and Southwire: Implementing Successful Enterprise Information Portals Return to Cases Page

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: DuPont and Southwire: Implementing Successful Enterprise Information Portals Return to Cases Page

Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies 1- Are the resource acquisition challenges faced by CIOs any different than those faced by other business managers in times of tight budgets? Why or why not? Return to Cases Page

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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies

2- What are the business benefits and limitations of Rick Dalzell’s IT resource acquisition strategies for Amazon?

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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies

3- Are Dalzell’s strategies applicable to small as well as large businesses? Explain your answer. Return to Cases Page

IT Staffing Size Limits Smaller Business Alternatives IT Budgets in Smaller Businesses Are Restrictive Strategies are Applicable Regarding Size of Business Discussion Points Include: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies Return to Cases Page

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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies Return to Cases Page