People and Information Tech. Chapter 18 What issues does the chapter discuss? Why are these issues important? What can we do to deal with the issues appropriately?

People and Information Technology The issues: –The work environment Companies need to compete in new ways Companies need to leverage knowledge People need to work electronically People need to absorb continuous and discontinuous change

People and Information Technology The issues: (contd..) –Organizing principles Focus on process rather than function Workers to self organize Work communities instead of work groups Virtual instead of physical

People and Information Technology The issues: (contd..) –Learning organizations Think system Focus on personal mastery Mental models Vision sharing Team learning

People and Information Technology The issues: (contd..) –New Work What does the job represent? The role of IT workers The role of IT maintenance Self-managing groups Conclusion

People and Information Technology Work environment and goals To compete a company has to –Leverage knowledge –Organize for complexity –Work electronically –Handle change

People and Information Technology Leveraging knowledge - How to do this? –Tacit knowledge –Motivate workers to share tacit knowledge –People work in groups and in this way share their knowledge –Increase personnel motivation –Hold into people rather than lay off - this motivates knowledge sharing

People and Information Technology Electronic Work –Use chip-based and broadband-based technologies –E-Commerce Business-to-business Business-to-customer E-Commerce websites E-Commerce advantages and disadvantages What works on E-Commerce - What does not?

People and Information Technology Electronic Work (contd..) –Deciding on E-Commerce applications –Business model and web presence –Channel conflict –What make an E-Commerce application different –Reneging by customers –Customer service

People and Information Technology Electronic Work (contd..) –Customer service –Length of development time –Cost of development –Work environment

People and Information Technology E-Commerce –E-Commerce creates customer expectation –Brick & Mortar versus Hybrid versus Pure –Winners - unique solutions –E-Commerce - power shifts to consumer –E-Commerce phases - Tactical Transactions - legacy systems Transformation - Organization and tranformation

People and Information Technology E-Commerce (contd..) Case Study - Enterprise Car Rental –Success keys Test to prove consumer interest Find a company champion Involve IT, Marketing, Operations, Reservations, Customer Service –Strong and clear and continuous communication

People and Information Technology E-Commerce (contd..) –Customer Commitment Simple - make online easy Service - superior onsite service Response - be responsive through IT Improve - Customers to tell improvements –Express Script Case Phase I billion market size cover the company leverage current competencies channel conflicts

People and Information Technology E-Commerce (contd..) –Express Script Case Phase II - Internet consultants retained consumer focus groups Brick/Mortar E-Commerce Narrow selection Wide Selection Store hours 24/7 Access - limited Access - broad Privacy Privacy Information Much information

People and Information Technology What are the advantages? –Convenience –Privacy –Value and Savings –Better health through self-management –Trusted expert –Knowledge about drug interactions

People and Information Technology Phase III –Obtain capital –Obtain talent - strong management team with track record –Who is threatened? –IPO –Equity to get talent

People and Information Technology Phase IV –Risk versus reward equation –Need to work fast

People and Information Technology What is E-Commerce? –A way to exchange goods, services, information, and knowledge by using network technologies E-Commerce Objectives –Revenue enhancement –Direct and Channel cost reduction –Improve productivity of partner –Enhance brand recognition –Create communities

People and Information Technology E-Commerce Model –Supply chain –Business-to-business –Procurement –Customer care –Employ self service –Auctions –Payment - do away with checks –Collaboration Which model fits the business?

People and Information Technology Self-Organization workers –Colruyt case Communities versus groups –Group membership is designed –Communities are self selected Virtual organization –Time and space dimensions cease to exist

People and Information Technology Organizational learning –System thinking –Personal knowledge –Mental models –Shared visions –Team learning Colruyt Case - How to realize above

People and Information Technology Analyst - Feels no need for interaction Maintenance jobs STS method –How does group work –How does the work get done - technology –How do we support technical and social work