1. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-1 Real World Cases Developing Business/IT Solutions Module IV – Development Processes

2. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-2 Real World Cases Learning Objectives 1.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.

3. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-3 Real World Cases Developing Business/IT Solutions The Systems Approach Information Systems Development or Application Development Real World Case 1- Blue Cross, AT&T Wireless, and CitiStreetReal World Case 1- Blue Cross, AT&T Wireless, and CitiStreet Click to go to Case 1

4. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-4 Real World Cases The 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

5. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-5 Real World Cases The 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…

6. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-6 Real World Cases The Systems Approach An Example of Systems Thinking Poor Sales Management ? Inadequate Selling Effort ? Out-of-Date Sales Procedures ? Poor Sales Performance ? Control Incorrect Sales Information? Feedback InputProcessingOutput

7. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-7 Real World Cases The Systems Approach IS Development Cycle Systems Investigation Product Feasibility Study Systems Analysis Product Functional Requirements Systems Design Product System Specifications Systems Implementation Product Operational System Systems Maintenance Product Improved System Understand the Business Problem or Opportunity Develop an Information System Solution Implement the Information System Solution

8. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-8 Real World Cases Systems Development Cycle Systems Development Life Cycle The 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 Prototyping Cycle Maintenance Cycle Investigation/Analysis Analysis/Design Design/ Implementation Implementation/ Maintenance

9. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-9 Real World Cases Agile Systems Development Typical Prototyping-Based Systems Development Process Systems Development Cycle

10. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing 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 Cycle Frito-Lay Inc.: Failure and Success in Systems Development

11. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing 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 Process Starting the Process

12. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-12 Real World Cases Systems Development Process Starting the Process Key ObjectivesAction Plan Feedback IT Proposals for Addressing Strategic Business Priorities Business Case for Investing in e-Business Projects Planning for Application Development and Implementation

13. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-13 Real World Cases Starting the Process Systems Development Process Feasibility Factors

14. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-14 Real World Cases Starting the Process Systems Development Process How a Feasibility Study Might Measure a Proposal

15. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-15 Real World Cases Starting the Process Systems Development Process Possible Benefits of New System

16. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-16 Real World Cases Systems Analysis Organizational Analysis Analysis of the Present System Hardware Software Network People Resources Document Activities of Input, Processing, Output, Storage, and Control Systems

17. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-17 Real World Cases Systems Analysis Buyer Zone and OfficeMax: Evaluating Customer Website Experiences

18. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-18 Real World Cases Systems 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 Customer Website Experiences

19. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-19 Real World Cases Systems Analysis Functional Requirements for a Proposed e-Commerce System What Should be Done – Not How…

20. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-20 Real World Cases Systems Design Systems Analysis Describes What is to be Done… Systems 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

21. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-21 Real World Cases Systems Design User Interface Design

22. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-22 Real World Cases Systems Design User Interface Design Examples…

23. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-23 Real World Cases Systems Design Priceline.com: Designing a User 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

24. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-24 Real World Cases Systems Design Examples of Systems Specifications for a New e-Commerce System

25. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-25 Real World Cases End User Development Focus on Processing Activity Components Input What data are available, in what form? Processing What operations on the inputs are needed to produce the desired output? What software can most effectively support those operations? Storage Does 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? Control What controls are needed to protect against accidental loss or damage? Is there a need to control access to data used by the application?

26. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-26 Real World Cases End User Development Focus on Processing Activity Components Inputs Outputs Processing Storage Control Doing End User Development

27. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-27 Real World Cases End User Development MS FrontPage Development Tool

28. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-28 Real World Cases End User Development Encouraging Intranet Website Development

29. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-29 Real World Cases End User Development Providence Health System: End 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

30. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-30 Real World Cases Implementing Business Systems System Design Implementation Maintenance Challenges and Strategies Real World Case 2- Intercontinental Hotels, Del Taco, and Cardinal Health Click to go to Case 2

31. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-31 Real World Cases Implementing New Systems Overview of the Implementation Process Implementation Activities Acquisition of Hardware, Software, and Services Software Development or Modification Data Conversion End User Training Conversion Parallel Pilot Phased Plunge

32. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-32 Real World Cases Implementing New Systems Zurich North America: IT Project 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

33. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-33 Real World Cases Implementing New Systems Evaluating Hardware, Software, and Services

34. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-34 Real World Cases Implementing New Systems Examples from IBM of Hardware, Software, and IS Services

35. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-35 Real World Cases Implementing New Systems Ten Major Hardware Evaluation Factors

36. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-36 Real World Cases Implementing New Systems Select Software Evaluation Factors

37. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-37 Real World Cases Implementing New Systems Evaluating IS Service Factors

38. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-38 Real World Cases Implementing New Systems OshKosh B’Gosh, Inc.: Evaluating IT Vendors and 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

39. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-39 Real World Cases Implementing New Systems Other Implementation Activities Testing Data Conversion Documentation –Computer-Aided Systems Engineering (CASE) Training

40. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-40 Real World Cases Implementing New Systems Clarke American Checks: Web- Based ERP Training 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

41. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-41 Real World Cases Implementing New Systems Example Implementation Plan

42. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-42 Real World Cases Implementing New Systems Conversion Methods Parallel Conversion Phased Conversion Pilot Conversion Plunge or Direct Cutover –Graphically…

43. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-43 Real World Cases Implementing New Systems Conversion Methods Old System New System Parallel Pilot Phased Plunge

44. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-44 Real World Cases Implementing New Systems IS Maintenance Systems Maintenance Post-Implementation Review

45. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-45 Real World Cases Implementing New Systems GM Locomotive Group: Failure in 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

46. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-46 Real World Cases Managing Organizational Change Resistance to Change End-User Resistance End-User Involvement

47. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-47 Real World Cases Managing Organizational Change Resistance to Change Obstacles 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

48. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-48 Real World Cases Change Management Crane Engineering: Overcoming User 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

49. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-49 Real World Cases Change Management Focus is on People Change Action Plan Change Sponsors Change Teams Encouraging Open Communications Receiving Feedback Work Within the Company Culture

50. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-50 Real World Cases Change Management Duke 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

51. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-51 Real World CasesSummary 1.The Systems Development Cycle 2.Prototyping 3.End-User Development 4.Implementing IS 5.Evaluating Hardware, Software, and Services 6.Implementing Business Change

52. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-52 Real World Cases KEY TERMS Change Management Conversion Methods Cost/benefit Analysis Data conversion Documentation Economic Feasibility End User Involvement End User Resistance End User Development a.Hardware b.IS Services c.Software Feasibility Study Functional Requirements Implementation Process Intangible a.Benefits b.Costs Operational Feasibility Organizational Analysis Organizational Feasibility Postimplementation Review Project Management Prototype Prototyping Systems Analysis Systems Approach Systems Design Systems Development Life Cycle Systems Implementation Systems Investigation Systems Maintenance System Specifications System Testing Systems Thinking Tangible a.Benefits b.Costs Technical Feasibility User Interface Design

53. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing 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 to Case 1 Real World Case 2 Intercontinental Hotels, Del Taco, and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems Click to go to Case 2 Optional 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 to Case 3 Click to go to Case 4

54. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing 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

55. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-55 Real World Cases 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

56. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Discussion Points Would Include:

57. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-57 Real World Cases 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.

58. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing 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&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Discussion Points Would Include:

59. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-59 Real World Cases 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

60. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-60 Real World Cases 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

61. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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&T Wireless and CitiStreet: Development Challenges of Self- Service Web Systems Considerations Would Include: Return to Cases Page Return to Chapter 10

62. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-62 Real World Cases 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?

63. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems

64. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-64 Real World Cases 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?

65. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems

66. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-66 Real World Cases 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

67. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems Return to Cases Page Return to Chapter 10

68. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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: InterContinental Hotels Del Taco and Cardinal Health: Implementation Strategies for Upgrading Core Business Systems Return to Cases Page Return to Chapter 10

69. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-69 Real World Cases 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

70. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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: DuPont and Southwire: Implementing Successful Enterprise Information Portals

71. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-71 Real World Cases 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?

72. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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: DuPont and Southwire: Implementing Successful Enterprise Information Portals

73. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-73 Real World Cases 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

74. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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: DuPont and Southwire: Implementing Successful Enterprise Information Portals Return to Cases Page

75. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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: DuPont and Southwire: Implementing Successful Enterprise Information Portals Return to Cases Page

76. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-76 Real World Cases 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

77. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS 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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies

78. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-78 Real World Cases 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?

79. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies

80. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change KEY TERMS Copyright 2005, McGraw-Hill/Irwin, Inc.10-80 Real World Cases 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

81. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies Return to Cases Page

82. END BACKNEXT Developing Business Systems The Systems Approach Prototyping Systems Analysis Systems Design End User Development Section II Implementing Business Systems Implementing New Systems Managing Organizational Change 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: Wyndham International and Amazon.com: Cost-Effective IT Resource Acquisition Strategies Return to Cases Page