Information technology for management : improving quality and productivity

목차 (Table of Contents)

• CONTENTS
• PART Ⅰ FOUNDATIONS OF INFORMATION TECHNOLOGY = 1
• 1 INFORMATION SYSTEMS : CONCEPTS, TRENDS, AND ISSUES = 3
• CHAPTER OUTLINE = 3
• 1.1 7-ELEVEN JAPAN : GIVING CUSTOMERS A VOICE = 4
• 1.2 INFORMATION SYSTEMS AND THE BUSINESS = 5
• 1.3 INFORMATION SYSTEMS AND INFORMATION TECHNOLOGY = 7
• What is an Information System? = 7
• What is a Computer-Based Information System? = 7
• What is Information Technology? = 9
• 1.4 INFORMATION SYSTEMS AT WORK WORLDWIDE = 9
• Crime Fighting Information Technology = 9
• Tracking UPS Packages with Pen Computers = 10
• Mercy Hospital Provides Patient-Focused Care = 10
• Waubonsee Community College : A New Way to Learn = l1
• The 1990 Goodwill Games : An Information System for Two Weeks = 11
• Computerized Total Quality Management at Florida Power and Light = 11
• Sharing Information, Telecommuting, and Systems Integration Provide High Profit = 12
• 1.5 BUSINESS ENVIRONMENT PRESSURES = 12
• Ethical Issues = 15
• 1.6 ORGANIZATIONS AND MANAGEMENT CHANGES = 16
• Decreased Budgets of Public Organizations = 17
• Business Processes Reengineering = 17
• Improvement Programs : TQM, JIT, and Others = 17
• 1.7 TRENDS IN INFORMATION TECHNOLOGY = 19
• Cost-Performance : Improvement by a Factor of at Least 100 = 20
• Information Superhighways = 20
• Networked Computers and Client／Server Architecture = 21
• Graphical and Other User-Friendly Interfaces Will Dominate PCs = 21
• Storage and Memories = 22
• Multimedia = 22
• Object-Oriented Environment = 22
• Emerging Technologies = 22
• Compactness and Portability = 22
• 1.8 LEARNING ABOUT INFORMATION TECHNOLOGY = 22
• Unsuccessful Systems = 23
• Employment Opportunities in Information Technology = 24
• 1.9 INFORMATION TECHNOLOGY AS AN ENABLER AND THE PLAN OF THE BOOK = 25
• MANAGERIAL ISSUES = 26
• KEY TERMS／CHAPTER HIGHLIGHTS = 26
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 27
• MINICASE 1 : COMPUTERS IN MID-SIZED BUSINESS : A CENTRAL VERMONT SKI RESORT = 28
• MINICASE 2 : WHO NEEDS AN INFORMATION SYSTEM? = 29
• REFERENCES AND BIBLIOGRAPHY = 30
• APPENDIX A : SYSTEMS = 30
• APPENDIX B : KEY FINDINGS OF THE M.I.T. REPORT ON INFORMATION TECHNOLOGY = 32
• 2 INFORMATION TECHNOLOGIES : CONCEPTS AND ARCHITECTURE = 34
• CHAPTER OUTLINE = 34
• 2.1 ENTERPRISE COMPUTING AT PANHANDLE : IMPROVED CUSTOMER SERVICE AND COMPETITIVENESS = 35
• 2.2 INFORMATION SYSTEMS CONCEPTS AND DEFINITIONS = 36
• 2.3 CLASSIFICATION OF INFORMATION SYSTEMS = 37
• Classification According to Organizational Levels = 37
• Classification According to Major Functional Areas = 38
• Classification According to the Support Provided by the System = 39
• Classification According to the Information System Architecture = 39
• 2.4 EVOLUTION OF INFORMATION SYSTEMS = 40
• 2.5 TRANSACTION PROCESSING SYSTEMS = 45
• 2.6 THE VALUE CHAIN MODEL = 47
• Value Chain Analysis Model = 48
• 2.7 MANAGEMENT INFORMATION SYSTEMS = 49
• What Is a MIS? = 49
• 2.8 GENERAL SUPPORT SYSTEMS = 50
• 2.9 OPERATIONAL, MANAGERIAL, AND STRATEGIC SYSTEMS = 50
• Operational Systems = 51
• Managerial Systems = 51
• Strategic Systems = 52
• Relationship of Support Systems to Managerial Levels and Their Decisions = 52
• 2.10 INFORMATION ARCHITECTURE AND INFRASTRUCTURE = 53
• Content of the Information Architecture = 55
• Types of Information Architectures = 55
• 2.11 LEGACY SYSTEMS = 56
• 2.12 NEW ARCHITECTURES : CLIENT／SERVER ARCHITECTURE AND ENTERPRISE-WIDE COMPUTING = 56
• Client／Server Architecture = 57
• Enterprise-Wide Client／Server Architecture = 57
• 2.13 INFORMATION SYSTEMS MANAGEMENT AS A FIELD : A CONCEPTUAL FRAMEWORK = 58
• Introduction = 58
• An Input-Process-Output Model for Defining the Field = 59
• Outputs and their Value = 59
• The Inputs to Information Management = 60
• The Processes of Information Management = 60
• Knowledge Requirements for Information Management = 62
• Information Management as an Organization Function = 63
• MANAGERIAL ISSUES = 64
• From Legacy Systems to Client／Server = 64
• How Much Infrastructure? = 65
• KEY TERMS／CHAPTER HIGHLIGHTS = 65
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 66
• MINICASE 1 : INFORMATION TECHNOLOGY HELPS ATLANTIC ELECTRIC COMPANY TO SURVIVE = 67
• REFERENCES AND BIBLIOGRAPHY = 67
• 3 STRATEGIC INFORMATION SYSTEMS AND INFORMATION TECHNOLOGY FOR BUSINESS REENGINEERING = 69
• CHAPTER OUTLINE = 69
• 3.1 CATERPILLAR COMPANY FENDS OFF JAPANESE COMPETITION = 70
• 3.2 WHAT IS A STRATEGIC INFORMATION SYSTEM? = 71
• Aspects of Strategic Management = 71
• Competitive Advantage vs. Strategic Advantage = 73
• 3.3 COMPETITIVE ADVANTAGES OF STRATEGIC INFORMATION SYSTEMS = 75
• 3.4 STRATEGIC INFORMATION SYSTEMS FRAMEWORKS = 76
• 3.5 HOW INFORMATION TECHNOLOGY AFFECTS COMPETITION : PORTER'S VALUE CHAIN MODEL = 76
• 3.6 ANALYZING COMPETITIVENESS : PORTER'S COMPETITIVE FORCES MODEL = 79
• 3.7 ILLUSTRATIVE STRATEGIC INFORMATION SYSTEMS FRAMEWORKS = 81
• Wiseman and MacMillan : Strategic Thrust-Strategic Target = 81
• Bakos and Treacy : Bargaining Power and Comparative Efficiency = 82
• 3.8 A FRAMEWORK FOR MULTINATIONAL CORPORATIONS = 83
• The Ives, Jarvenpaa, and Mason Global Business Drivers Framework = 83
• 3.9 REPRESENTATIVE STRATEGIC INFORMATION SYSTEMS APPLICATIONS = 84
• Outward Systems = 85
• Inward Systems = 86
• Conclusion = 87
• 3.10 INCREMENTAL IMPROVEMENTS AND BUSINESS REENGINEERING = 87
• 3.11 WHAT IS BUSINESS REENGINEERING? = 88
• 3.12 PRINCIPLES OF BUSINESS REENGINEERING? = 90
• The Product-Process Change Framework = 90
• Characteristics of Business Processes Reengineering = 90
• Changes in Work Practices = 91
• 3.13 THE ENABLING ROLE OF INFORMATION TECHNOLOGY = 92
• MANAGERIAL, ISSUES = 92
• KEY TERMS／CHAPTER HIGHLIGHTS = 95
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 96
• MINICASE 1 : THE ROBOT MUSIC STORE COMPETES WITH RETAIL STORES = 97
• MINICASE 2 : ATLANTIC AND PACIFIC TEA COMPANY COMPETES USING INFORMATION TECHNOLOGY = 98
• MINICASE 3 : HIGH-TECH INTEGRATION DRIVES VAN CONVERSIONS = 99
• REFERENCES AND BIBLIOGRAPHY = 99
• 4 ORGANIZATIONS AND INFORMATION TECHNOLOGY : REENGINEERING AND TOTAL QUALITY MANAGEMENT = 101
• CHAPTER OUTLINE = 101
• 4.1 ALMOST EVERY INSURANCE COMPANY = 102
• 4.2 ORGANIZATIONS : WHAT IT TAKES TO BE COMPETITIVE = 102
• 4.3 TECHNIQUES LAG BEHIND TECHNOLOGY = 104
• Horizontal Dimensions = 104
• Vertical Dimensions = 106
• Problem of the Stovepipe = 106
• 4.4 FRAGMENTED PIECEMEAL SYSTEMS = 107
• A Banking Example = 107
• Redundancy = 109
• Integration = 109
• 4.5 FAILURE TO INTEGRATE = 111
• 4.6 TECHNOLOGY AND TECHNIQUES TO ACHIEVE INTEGRATED MIS = 114
• 4.7 FROM HIERARCHY TO NETWORK = 114
• 4.8 REENGINEERING THE ORGANIZATION = 115
• 4.9 NETWORK IS NOT JUST ABOUT TECHNOLOGY = 118
• Approaches to Management = 118
• Contingency Management = 119
• Technology and Environment = 119
• 4.10 SITUATIONAL LEADERSHIP AND NETWORK MANAGEMENT = 120
• 4.11 HOW TO REWARD WITHOUT PROMOTION = 123
• 4.12 REENGINEERING TO ACHIEVE THE NETWORK INFORMATION-BASED ORGANIZATION = 124
• 4.13 TOTAL QUALITY MANAGEMENT AND REENGINEERING = 125
• Nothing Happens Until You Measure It = 127
• Relevance of Information Systems in TQM = 130
• And What If TQM Won't Get You There? = 132
• From TQM to Total Product and Service Improvement = 133
• 4.14 THE 3 RS OF REENGINEERING = 133
• Redesign = 134
• Retooling IT = 137
• Reorchestrate = 139
• 4.15 ARE YOU REALLY REENGINEERING? = 140
• 4.16 LIKE AN ORCHESTRA : A LAST NOTE ON REENGINEERING = 141
• MANAGERIAL ISSUES = 142
• KEY TERMS／CHAPTER HIGHLIGHTS = 142
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 143
• MINICASE 1 : HIGH TECH MANUFACTURING = 145
• MINICASE 2 : BOSTON CHICKEN USES IT TO IMPROVE PRODUCIVITY AND QUALITY AND TO REENGINEER = 145
• MINICASE 3 : HARRY BURKSTALLER'S HEALTH CARE PROBLEM = 146
• REFERENCES AND BIBLIOGRAPHY = 147
• Part Ⅰ Case Study : Woodstrat : A Support System for Strategic Management / by Pirkko Walden ; Ossi Kokkonen ; Christer Carlsson[Finland] = 148
• PART Ⅱ INFORMATION SYSTEMS TECHNOLOGY = 155
• 5 PROCESSING THE INFORMATION : COMPUTER HARDWARE = 157
• CHAPTER OUTLINE = 157
• 5.1 LIGHTS! CAMERAS! COMPUTERS! = 158
• 5.2 UNDERSTANDING COMPUTER TECHNOLOGY = 159
• 5.3 A BRIEF HISTORY OF COMPUTERS = 159
• Early Computing Devices = 159
• The First Computer = 160
• The Development of Microcomputers = 161
• Computer Hardware Generations = 162
• 5.4 CLASSIFYING COMPUTER HARDWARE = 165
• Analog versus Digital = 165
• Size and Computing Power = 166
• 5.5 COMPUTER HARDWARE COMPONENTS = 171
• The Central Processing Unit = 171
• Input／Output = 176
• Secondary Storage = 176
• Data Channels = 181
• 5.6 COMPUTER ARCHITECTURES = 182
• Processor Instruction Sets = 182
• Bus Connections = 183
• Cache Memory = 183
• MANAGERIAL ISSUES = 184
• KEY TERMS／CHAPTER HIGHLIGHTS = 184
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 185
• MINICASE 1 : REENGINEERING AETNA WITH INFORMATION TECHNOLOGY = 186
• MINICASE 2 : TECHNOLOGY ENABLES CHANGE AT FANNIE MAE = 187
• REFERENCES AND BIBLIOGRAPHY = 188
• 6 PROCESSING THE INFORMATION : COMPUTER SOFTWARE = 189
• CHAPTER OUTLINE = 189
• 6.1 "KILLER SOFTWARE" AT CYPRESS SEMICONDUCTOR = 190
• 6.2 TYPES OF SOFTWARE = 190
• 6.3 PROGRAMMING LANGUAGES = 192
• Machine Language = 192
• Assembly Language = 192
• High-Level Languages = 193
• Nonprocedural Languages = 198
• 6.4 APPLICATION SOFTWARE = 199
• Spreadsheets = 200
• Data Management = 202
• Word Processing = 203
• Desktop Publishing = 205
• Graphics = 205
• Multimedia = 207
• Communications = 208
• 6.5 SYSTEMS SOFTWARE = 209
• System Control Programs = 209
• System Support Programs = 212
• System Development Programs = 212
• Types of Operating Systems = 212
• 6.6 SOFTWARE DEVELOPMENT = 215
• CASE = 215
• Object-Oriented Programming = 217
• Software Licensing = 219
• MANAGERIAL ISSUES = 220
• KEY TERMS／CHAPTER HIGHLIGHTS = 220
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 222
• MINICASE 1 : COMPUTER GAMES AT WORK = 223
• MINICASE 2 : OLD DOGS AND NEW TRICKS = 223
• REFERENCES AND BIBLIOGRAPHY = 224
• 7 USER INTERFACE : ENABLING HUMAN - COMPUTER COMMUNICATION = 225
• CHAPTER OUTLINE = 225
• 7.1 THE IMAGING SYSTEM AT UNITED SERVICES AUTOMOBILE ASSOCIATION = 226
• 7.2 OVERVIEW OF USER INTERFACES = 227
• 7.3 INPUT DEVICES = 229
• Keying Devices = 231
• Pointing Devices = 231
• Optical Character Recognition(OCR) = 232
• Handwriting Recognizers = 233
• Voice Recognizers = 234
• Other Devices = 235
• 7.4 OUTPUT DEVICES = 237
• Monitors = 237
• Printers = 238
• Voice Output = 238
• Presentation Screens = 239
• 7.5 INTERFACE MODES = 240
• Menu Interaction = 240
• Command Language = 240
• Questions and Answers = 240
• Form Interaction(Electronic Forms) = 240
• Natural Language Processing = 241
• Object Manipulation = 241
• Choosing an Appropriate Interface Mode = 241
• 7.6 COMPUTER GRAPHICS = 242
• Graphics Software = 243
• The Role of Computer Graphics in Business = 243
• 7.7 GRAPHICAL USER INTERFACE = 245
• Major Components of GUI = 247
• WYSIWYG Environment = 248
• 7.8 MULTIMEDIA, HYPERMEDIA, AND HYPERTEXT = 248
• Multimedia = 248
• Hypertext and Hypermedia = 249
• 7.9 GEOGRAPHICAL INFORMATION SYSTEMS = 252
• 7.10 VISUAL INTERACTIVE MODELING AND SIMULATION = 252
• 7.11 VIRTUAL REALITY = 254
• 3-D Presentations = 254
• What Is Virtual Reality? = 254
• 7.12 NATURAL LANGUAGE PROCESSING = 258
• MANAGERIAL ISSUES = 258
• KEY TERMS／CHAPTER HIGHLIGHTS = 260
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 261
• MINICASE 1 : AN ELECTRONIC JOB SEARCH SYSTEM IN ILLINOIS = 263
• MINICASE 2 : GEOGRAPHICAL INFORMATION SYSTEM AT DALLAS AREA RAPID TRANSIT = 263
• REFERENCES AND BIBLIOGRAPHY = 264
• 8 DATA AND DATA MANAGEMENT = 266
• CHAPTER OUTLINE = 266
• 8.1 KNOW YOUR CUSTOMER - DATABASES MAKE IT EASIER = 267
• 8.2 THE NEED TO ORGANIZE = 267
• 8.3 FILES : THE TRADITIONAL APPROACH = 268
• Data Commonality and Order = 268
• Filing Problems = 269
• 8.4 DATABASES : THE MODERN APPROACH = 271
• Advantages of Database Management Systems = 271
• Disadvantages of a Database = 272
• 8.5 LOGICAL DATA ORGANIZATION = 273
• Hierarchical Database Model = 273
• The Network Database Model = 274
• The Relational Database Model = 275
• The Object-Oriented Database Model = 279
• 8.6 PHYSICAL DATA ORGANIZATION = 280
• Database Management Systems = 280
• Database Topology = 285
• Physical Data Storage = 287
• Logical versus Physical = 288
• 8.7 DATABASE MANAGEMENT = 288
• MANAGERIAL ISSUES = 290
• KEY TERMS／CHAPTER HIGHLIGHTS = 290
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 291
• MINICASE 1 : GLOBAL "LIBRARIES" - PROS AND CONS = 292
• MINICASE 2 : PROSPECTING THE MODERN WAY = 293
• REFERENCES AND BIBLIOGRAPHY = 294
• 9 DATA COMMUNICATION AND NETWORK ARCHITECTURE = 295
• CHAPTER OUTLINE = 295
• 9.1 ON-LINE COMPANY ON THE ROAD = 296
• 9.2 THE NEED TO COMMUNICATE = 296
• 9.3 COMMUNICATIONS MEDIA AND CHANNELS = 297
• Signals = 298
• Cables = 298
• 9.4 WIRELESS COMMUNICATIONS AND MOBILE COMPUTING = 300
• Microwave = 300
• Satellites = 301
• Radio = 302
• Infrared = 302
• Cellular Radio Technology = 303
• Mobile Computing = 304
• Global Positioning Systems = 306
• 9.5 COMMUNICATIONS HARDWARE = 307
• Modems = 307
• Transmission Modes = 308
• Transmission Accuracy = 308
• Processors = 308
• 9.6 NETWORK ARCHITECTURE = 309
• Network Topology = 309
• Network Scope = 311
• Network Distributed Processing = 313
• 9.7 COMMUNICATIONS PROCESS = 315
• Interfaces = 315
• Bandwidth = 315
• Synchronization = 316
• 9.8 ENTERPRISE NETWORKING AND OPEN SYSTEMS = 317
• Introduction = 317
• The Philosophy of Open Systems = 318
• Connectivity and Its Problems = 319
• Protocols = 319
• Communications Standards = 320
• Other Standards = 322
• 9.9 TRANSMISSION PROVIDERS = 322
• Value-Added Networks = 322
• Virtual Private Networks = 323
• 9.10 COMMUNICATIONS APPLICATIONS = 324
• Electronic Mail = 325
• Videoconferencing = 326
• Electronic Data Interchange(EDI) = 326
• Electronic Funds Transfer(EFT) = 327
• Facsimile = 328
• MANAGERIAL ISSUES = 328
• KEY TERMS／CHAPTER HIGHLIGHTS = 329
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 330
• MINICASE 1 : FULL-FEATURED NETWORK CONNECTS A CITY = 331
• MINICASE 2 : SHOULD THE HOTEL CHAIN GO OPEN SYSTEM? = 331
• REFERENCES AND BIBLIOGRAPHY = 332
• Part Ⅱ Case Study : ABC, Inc. Car Dealerships : Enabling Business With IT = 333
• PART Ⅲ INFORMATION SYSTEMS DEVELOPMENT = 337
• 10 THE CORPORATE INFORMATION ARCHITECTURE = 339
• CHAPTER OUTLINE = 339
• 10.1 DISTRIBUTED PROCESSING AND RISK = 340
• 10.2 OVERVIEW OF INFORMATION TECHNOLOGY ARCHITECTURE = 341
• Fundamental Architectures = 341
• The Need = 343
• 10.3 CENTRALIZED COMPUTING = 345
• Mainframes = 346
• Reengineering Legacy Systems = 348
• 10.4 NONCENTRALIZED COMPUTING = 349
• Distributed Computing = 350
• Client／Server Architecture = 351
• 10.5 END-USER AND ENTERPRISE COMPUTING = 355
• Opportunities From End-User Computing = 355
• Risks of End-User Computing = 356
• Dividing Computing Responsibilities = 356
• Information Architectures and End-User Computing = 358
• 10.6 THE INFORMATION WAREHOUSE = 358
• Definition = 358
• Information Warehouse Benefits = 359
• How to Organize an Information Warehouse = 359
• 10.7 IT OUTSOURCING = 360
• MANAGERIAL ISSUES = 362
• KEY TERMS／CHAPTER HIGHLIGHTS = 362
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 363
• MINICASE 1 : CRUISING WITH DISTRIBUTED COMPUTING = 364
• MINICASE 2 : DATA WAREHOUSE PAYBACKS = 365
• REFERENCES AND BIBLIOGRAPHY = 365
• 11 INFORMATION SYSTEMS PLANNING = 366
• CHAPTER OUTLINE = 366
• 11.1 UTILITIES : PLANNING FOR CHANGE = 367
• 11.2 PLANNING - A CRITICAL ISSUE = 367
• 11.3 EVOLUTION OF INFORMATION SYSTEMS PLANNING = 368
• 11.4 PROBLEMS OF INFORMATION SYSTEMS PLANNING = 369
• Alignment of the IS Plan with the Organizational Plan = 369
• Design of an Information System Architecture = 370
• Allocation of Development Resources = 370
• Completion of Projects On Time and According to Budget = 370
• 11.5 BASIC FOUR-STAGE MODEL OF IS PLANNING = 370
• 11.6 STRATEGIC IS PLANNING = 372
• Competitive Strategy = 373
• Customer Resource Life Cycle = 375
• Future Perfect = 376
• Strategic Planning Retreat = 378
• Strategy Set Transformation = 378
• Business Systems Planning(BSP) = 378
• Critical Success Factors(CSFs) = 381
• The Stages of IS Growth = 382
• Ends／Means(E／M) Analysis = 385
• 11.7 ORGANIZATIONAL INFORMATION REQUIREMENTS ANALYSIS = 386
• Building an OIRA = 387
• Use of the OIRA Planning Results = 390
• 11.8 RESOURCE ALLOCATION = 390
• Return on Investment(ROI) = 391
• Charge-Out = 391
• 11.9 JUSTIFYING IT INVESTMENTS = 391
• The Cost-Benefit Perspective = 391
• The Management Accounting Perspective = 393
• The Financial Analysis Perspective = 393
• The Information Economics Perspective = 393
• The Business Orientation Perspective = 394
• The Changing Nature of Information Technology Benefits = 394
• 11.10 PROJECT PLANNING = 395
• Milestones = 395
• Critical Path Method(CPM) = 396
• Gantt Chart = 397
• Project Priorities and Properties = 397
• Project Properties and Techniques = 398
• 11.11 GUIDELINES FOR IS PLANNING = 399
• Stage Assessments = 400
• Selecting a Methodology = 402
• MANAGERIAL ISSUES = 402
• KEY TERMS／CHAPTER HIGHLIGHTS = 402
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 403
• MINICASE 1 : DENVER AIRPORT - WHEN IT PLANS FAIL = 404
• MINICASE 2 : METHODIST HOSPITAL = 405
• REFERENCES AND BIBLIOGRAPHY = 405
• 12 INFORMATION SYSTEMS ANALYSIS AND DESIGN = 406
• CHAPTER OUTLINE = 406
• 12.1 RIGORS OF REGISTRATION = 407
• 12.2 OVERVIEW OF THE SYSTEM DEVELOPMENT LIFE CYCLE = 407
• 12.3 THE SYSTEM DEVELOPMENT LIFE CYCLE = 409
• 12.4 STEP 1 : IDENTIFY PROBLEMS AND OPPORTUNITIES = 410
• Concepts = 411
• Defining Problems and Opportunities = 412
• Feasibility Studies = 413
• The Project Team = 415
• 12.5 STEP 2 : ANALYZE AND DOCUMENT EXISTING INFORMATION SYSTEMS = 417
• Information-Gathering Activities for Systems Analysis = 418
• Review Object System = 419
• Define Decision Making Associated with Object System = 419
• Isolating Deficiencies in Existing Information System = 420
• Documenting Existing Systems = 421
• 12.6 STEP 3 : DETERMINE INFORMATION REQUIREMENTS = 424
• Problems Determining Information Requirements = 425
• Information Requirements Interview Techniques = 430
• Define Information Categories and Map Interviews Into Them = 433
• Business Reengineering = 434
• MANAGERIAL ISSUES = 435
• KEY TERMS／CHAPTER HIGHLIGHTS = 436
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 436
• MINICASE 1 : REENGINEERING THE UTILITY INDUSTRY = 437
• MINICASE 2 : INDIVIDUALIZED SYSTEMS = 438
• REFERENCES AND BIBLIOGRAPHY = 439
• 13 INFORMATION SYSTEMS DESIGN, DEVELOPMENT, IMPLEMENTATION, AND EVALUATION = 440
• CHAPTER OUTLINE = 440
• 13.1 A NEW SYSTEM AT SAMSON : BUT DOES IT WORK? = 441
• 13.2 THE SYSTEMS DEVELOPMENT LIFE CYCLE : A REVIEW AND PREFACE = 442
• A Review of the Systems Development Life Cycle = 442
• Systems Development : A Rapidly Evolving Environment = 443
• 13.3 STEP 4 : DESIGN TECHNOLOGY AND PERSONNEL REQUIREMENTS = 443
• Systems Design Techniques and Technologies = 444
• Conceptual／Logical Design Phase = 445
• Detailed Design Phase = 448
• 13.4 STEP 5 : DEVELOP, TEST, AND VALIDATE THE NEW SYSTEM = 453
• The Layered Approach = 454
• Emerging Tool Sets for Constructing Information Systems = 457
• Quality Assurance : Attitudes and Techniques = 459
• Testing - A Critical Stage = 461
• User-Developed Systems = 462
• 13.5 STEP 6 : IMPLEMENT THE NEW SYSTEM = 463
• Implementation Planing = 463
• Conversion Strategy = 464
• User Training = 465
• Behavioral Considerations = 465
• 13.6 STEP 7 : EVALUATE AND MAINTAIN THE NEW SYSTEM = 468
• Evaluation = 468
• Maintenance = 470
• MANAGERIAL ISSUES = 471
• KEY TERMS／CHAPTER HIGHLIGHTS = 472
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 472
• MINICASE 1 : LIQUOR-DISPENSING POINT-OF-SALE TERMINALS = 473
• MINICASE 2 : FIGHTING THE SOFTWARE QUALITY BATTLE = 474
• REFERENCES AND BIBLIOGRAPHY = 475
• Part Ⅲ Case Study : CASE Drives An Innovative System / by Chris Sauer[Australia] = 476
• PART Ⅳ INFORMATION SUPPORT SYSTEMS(APPLICATIONS) = 481
• 14 SUPPORTING COMMUNICATION AND COLLABORATIVE WORK = 483
• CHAPTER OUTLINE = 483
• 14.1 THE HARPER GROUP SPEEDS INTERNATIONAL TRADE USING ELECTRONIC DATA INTERCHANGE = 484
• 14.2 COMMUNICATION NEEDS OF BUSINESS = 485
• 14.3 COMMUNICATION CONCEPTS = 486
• Factors Determining Uses of Information Technologies = 487
• A Time／Place Framework = 487
• 14.4 SUPPORTING COLLABORATIVE WORK = 488
• The Nature of Group Work = 488
• Improving the Work of Groups = 489
• The Nominal Group Technique = 490
• The Delphi Method = 490
• Use of Information Technology - Groupware = 490
• 14.5 ELECTRONIC TELECONFERENCING = 491
• Video Teleconferencing = 491
• 14.6 ELECTRONIC MAIL = 493
• E-mail on Networks = 495
• 14.7 ELECTRONIC DATA INTERCHANGE = 495
• How Does EDI Work? = 497
• Advantages and Disadvantages of EDI = 499
• 14.8 PUBLIC NETWORK SERVICES AND BULLETIN BOARDS = 499
• Commercial Databases = 499
• Comprehensive Interactive Services = 500
• Electronic Bulletin Boards = 500
• 14.9 GROUP DECISION SUPPORT SYSTEMS = 500
• What Is a Group Decision Support System? = 501
• The Technology of GDSS = 502
• Hardware = 502
• Software = 503
• People = 503
• Procedures = 503
• Representative Applications of GDSS = 504
• 14.10 OTHER GROUPWARE TECHNOLOGIES = 505
• Work Flow Systems = 505
• 14.11 VOICE COMMUNICATION TECHNOLOGIES = 506
• Applications = 507
• 14.12 TELECOMMUTING = 508
• Telecommuting and Productivity = 508
• 14.13 INTEGRATED TECHNOLOGIES AND LOTUS NOTES = 511
• Integrated Technologies = 511
• The Paperless Office = 511
• Lotus Notes = 511
• 14.14 INFORMATION SUPERHIGHWAYS AND THE INTERNET = 517
• The Internet = 518
• What You Can Do With The Internet = 519
• Accessing The Internet = 519
• Doing Business On-Line = 521
• MANAGERIAL ISSUES = 521
• KEY TERMS／CHAPTER HIGHLIGHTS = 523
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 523
• MINICASE 1 : NABISCO TRACKS ATTENDANCE USING VOICE TECHNOLOGIES = 525
• MINICASE 2 : GENERAL MILLS REENGINEERS FOR ELECTRONIC DATA INTERCHANGE = 525
• MINICASE 3 : WHICH TECHNOLOGY TO USE? = 526
• REFERENCES AND BIBLIOGRAPHY = 527
• 15 SUPPORTING THE MANAGER AND DECISION MAKING = 529
• CHAPTER OUTLINE = 529
• 15.1 HEALTH CARE DELIVERY IS ENHANCED WITH DECISION SUPPORT SYSTEMS = 530
• 15.2 MANAGEMENT AND MANAGERS = 530
• 15.3 MANAGERIAL DECISION MAKING = 533
• The Process of Making a Decision = 534
• Models = 535
• Decision Styles = 536
• 15.4 INFORMATION TECHNOLOGY SUPPORT FOR MANAGERS = 537
• Why Managers Need the Support of Information Technology = 537
• How to Determine the Information Needs of Managers = 537
• Can One Fully Automate the Manager's Job? = 539
• What IT Technologies are Available to Support Managers = 539
• 15.5 A FRAMEWORK FOR COMPUTERIZED DECISION SUPPORT = 541
• Computer Support for Structured Decisions = 542
• Management Science = 543
• 15.6 DECISION SUPPORT SYSTEMS - AN OVERVIEW = 544
• 15.7 CHARACTERISTICS AND CAPABILITIES OF DSS = 546
• Sensitivity Analysis : "What-If" and Goal Seeking = 547
• 15.8 THE STRUCTURE, COMPONENTS, AND DEVELOPMENT OF A DSS = 548
• Data Management Subsystem = 549
• Model Management Subsystem = 549
• Knowledge Management Subsystem = 550
• Communication Management Subsystem : The User Interface = 550
• The User = 551
• Building a DSS and Technology Levels = 551
• Technology Levels = 552
• 15.9 ORGANIZATIONAL DECISION SUPPORT SYSTEMS = 553
• 15.10 EXECUTIVE INFORMATION AND SUPPORT SYSTEMS - AN OVERVIEW = 555
• 15.11 CAPABILITIES AND BENEFITS OF EIS = 557
• Drill Down = 557
• Critical Success Factors and Key Performance Indicators = 557
• Status Access = 558
• Trend Analysis = 558
• Ad Hoc Analysis = 558
• Exception Reporting = 558
• 15.12 DEVELOPMENT OF AN EIS AND ENTERPRISE EIS = 558
• 15.13 SUPPORTING IDEA GENERATION AND CREATIVITY = 561
• Idea Generation Software = 561
• MANAGERIAL ISSUES = 563
• KEY TERMS／CHAPTER HIGHLIGHTS = 564
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 565
• MINICASE 1 : EXECUTIVE SUPPORT TO TELEGLOBE CANADA = 566
• MINICASE 2 : A DECISION SUPPORT SYSTEM-OR IS IT? = 567
• REFERENCES AND BIBLIOGRAPHY = 567
• 16 INTELLIGENT SUPPORT SYSTEMS = 569
• CHAPTER OUTLINE = 569
• 16.1 LIFE IN THE TWENTY-FIRST CENTURY = 570
• 16.2 INTELLIGENT SYSTEMS AND ARTIFICIAL INTELLIGENCE = 571
• Definitions = 571
• Knowledge and AI = 572
• Intelligent Agents = 573
• 16.3 ARTIFICIAL VERSUS NATURAL INTELLIGENCE = 573
• Conventional Versus AI Computing = 574
• Does a Computer Really Think? = 575
• 16.4 THE ARTIFICIAL INTELLIGENCE FIELD : INTELLIGENT SYSTEMS = 575
• Expert Systems = 575
• Natural Language Processing = 577
• Speech(Voice) Understanding = 577
• Robotics and Sensory Systems = 577
• Computer Vision and Scene Recognition = 577
• Intelligent Computer-Aided Instruction = 579
• Machine Learning = 579
• Other Applications = 579
• 16.5 WHAT IS AN EXPERT SYSTEM? = 580
• Expertise and Knowledge = 581
• 16.6 BENEFITS AND LIMITATIONS OF EXPERT SYSTEMS = 583
• The Benefits of Expert Systems = 583
• The Limitations of Expert Systems = 585
• 16.7 COMPONENTS OF AN EXPERT SYSTEM = 586
• Knowledge Base = 587
• Inference Engine = 587
• Blackboard = 587
• User Interface = 587
• Explanation Subsystem(Justifier) = 587
• Knowledge Refining System = 587
• 16.8 HOW ARE EXPERT SYSTEMS DEVELOPED? = 588
• Knowledge Engineering = 588
• The Development Process = 589
• Participants in the Development Process = 590
• 16.9 KNOWLEDGE ACQUISITION = 590
• Difficulties in Knowledge Acquisition = 590
• Methods of Knowledge Acquisition = 591
• Knowledge Acquisition from Multiple Experts = 592
• Validation and Verification of the Knowledge Base = 593
• 16.10 KNOWLEDGE REPRESENTATION = 593
• Production Rules = 593
• Frames = 593
• 16.11 HOW DO EXPERT SYSTEMS MAKE INFERENCES? = 594
• 16.12 APPLICATIONS OF EXPERT SYSTEMS = 595
• Example l : Russian Trade Advisor = 596
• Example 2 : Ticket Auditing at Northwest Airlines = 596
• Example 3 : Credit Clearing House - Dun & Bradstreet Corporation = 597
• Example 4 : Dustpro - Environmental Control in Mines = 597
• 16.13 NATURAL LANGUAGE PROCESSING AND VOICE TECHNOLOGY = 598
• Natural Language Processing Software = 598
• Key Word Analysis(Pattern Matching) = 599
• Language Processing(Syntactic, Semantic, and Pragmatic Analysis) = 599
• Applications of Natural Language Processing and Software = 600
• Speech(Voice) Recognition and Understanding = 601
• Advantages of Speech Recognition = 601
• Voice Synthesis = 602
• 16.14 NEURAL COMPUTING = 602
• Biological and Artificial Neural Networks = 602
• Components and Structure of ANN = 603
• Processing Information in the Network = 603
• Hardware and Software = 605
• Benefits and Applications of Neural Networks = 605
• 16.15 FUZZY LOGIC = 606
• Example : International Investment Management : Stock Selection = 607
• 16.16 INTELLIGENT SYSTEMS SUPPORT FOR KNOWLEDGE WORKERS, AND SELF-DIRECTED TEAMS = 608
• Knowledge Workers = 608
• Self-Directed Teams = 608
• MANAGERIAL ISSUES = 609
• KEY TERMS／CHAPTER HIGHLIGHTS = 609
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 610
• MINICASE 1 : RULES OF THUMB SCHEDULE TRAINS IN PARIS = 612
• MINICASE 2 : CAN AN EXPERT SYSTEM ENHANCE THE IMAGE OF A BANK? = 613
• REFERENCES AND BIBLIOGRAPHY = 614
• 17 FROM TRANSACTION PROCESSING TO INNOVATIVE FUNCTIONAL SYSTEMS = 616
• CHAPTER OUTLINE = 616
• 17.1 INFORMATION TECHNOLOGY BENEFITS BUSINESS PROCESSES AT PYRO INDUSTRIES = 617
• 17.2 BUSINESS PROCESSES, THE VALUE CHAIN, AND THE FUNCTIONAL AREAS = 618
• The Value Chain Model, Functional Areas, and BPR = 618
• 17.3 MAJOR CHARACTERISTICS OF A FUNCTIONAL INFORMATION SYSTEM = 619
• 17.4 TRANSACTION PROCESSING = 621
• Objectives of TPS = 621
• Characteristics of TPS = 621
• Activities and Methods of TPS = 621
• Modern TPS = 623
• Reengineering Transaction Processing = 624
• 17.5 TRANSACTION PROCESSING TASKS = 625
• 17.6 MANAGING PRODUCTION／OPERATIONS AND LOGISTICS PROCESSES = 629
• In-House Logistics and Material Management = 631
• Planning Production／Operations = 632
• Automating Design Work and Manufacturing = 635
• Moving from Mass Production to Mass Customization = 637
• Computer Integrated Manufacturing(CIM) = 639
• 17.7 MANAGING MARKETING, DISTRIBUTION, AND SERVICE PROCESSES = 641
• Channel Systems = 641
• The Customer is King = 641
• Telemarketing = 643
• Distribution Channels = 644
• Marketing Management = 645
• 17.8 MANAGING HUMAN RESOURCE SYSTEMS : FROM RECRUITMENT TO EMPOWERMENT = 650
• Recruitment = 650
• Human Resource Maintenance and Development = 650
• Human Resource Planning and Management-Labor Negotiations = 652
• Empowerment of Employees = 653
• Teams = 654
• 17.9 INTEGRATING FUNCTIONAL SYSTEMS AND COMMERCIAL SOFTWARE PACKAGES = 655
• MANAGERIAL ISSUES = 658
• KEY TERMS／CHAPTER HIGHLIGHTS = 659
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 660
• MINICASE 1 : FEDERAL EXPRESS'S ORGANIZATIONAL EFFECTIVENESS SYSTEM = 661
• MINICASE 2 : FUNCTIONAL INFORMATION SYSTEMS AT ARGOT INTERNATIONAL = 662
• MINICASE 3 : ELECTRONIC PIG AUCTIONING IN SINGAPORE = 662
• REFERENCES AND BIBLIOGRAPHY = 664
• Part Ⅳ Case Study : Expert Systems Improve the Troubleshooting of the City of Los Angeles Computer Hardware = 666
• PART Ⅴ MANAGING INFORMATION TECHNOLOGY = 671
• 18 ORGANIZING INFORMATION RESOURCES = 673
• CHAPTER OUTLINE = 673
• 18.1 SUCCESSES AND FAILURES OF INFORMATION SYSTEMS IN FOUR ORGANIZATIONS = 674
• 18.2 FITTING INFORMATION SYSTEMS INTO THE ORGANIZATION = 676
• Guidelines = 678
• 18.3 CENTRALIZATION-DECENTRALIZATION OF INFORMATION RESOURCES = 678
• Advantages and Disadvantages = 679
• Arguments for Centralization = 679
• Arguments for Decentralization = 680
• 18.4 LEADERSHIP FOR INFORMATION SYSTEMS AND THE CHIEF INFORMATION OFFICER = 681
• Guidelines = 682
• 18.5 BASIC ORGANIZATIONAL STRUCTURE OF THE INFORMATION SYSTEMS DEPARTMENT = 683
• Managerial Efficiency versus User Service = 684
• End-User Oriented Structure and the Virtual IS Organization = 685
• Analysis and Programming = 686
• Maintenance = 688
• 18.6 THE IS DEPARTMENT AND END USERS = 688
• 18.7 SERVICE SUPPORT LEVELS AGREEMENTS = 690
• 18.8 THE INFORMATION CENTER = 690
• Purposes and Activities = 691
• Staffing = 691
• Problem Areas = 692
• 18.9 THE STEERING COMMITTEE AND CONSULTANTS = 693
• Consultants(Outside Advisors) = 694
• MANAGERIAL ISSUES = 694
• KEY TERMS／CHAPTER HIGHLIGHTS = 695
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 696
• MINICASE 1 : CENTRALIZED INFORMATION SYSTEM AT MEAD CORPORATION = 696
• MINICASE 2 : THE DILEMMA OF THE DEPARTED PROGRAMMER = 698
• REFERENCES AND BIBLIOGRAPHY = 698
• 19 CONTROL AND SECURITY OF INFORMATION SYSTEMS = 700
• CHAPTER OUTLINE = 700
• 19.1 THE BOMBING OF THE WORLD TRADE CENTER = 701
• 19.2 A KEY ISSUE FOR MANAGEMENT = 701
• 19.3 INCIDENTS OF INFORMATION SYSTEMS BREAKDOWNS = 702
• 19.4 SYSTEM VULNERABILITY AND HAZARDS = 705
• 19.5 COMPUTER CRIMES = 707
• Types of Computer Crimes and Criminals = 707
• Methods of Attack = 708
• 19.6 DEFENDING AGAINST THREATS AND CORRECTING MALFUNCTIONS = 710
• Defense Strategies(How do we protect?) = 711
• Types of Controls = 712
• 19.7 GENERAL CONTROLS = 713
• Physical Controls = 713
• Access Control = 714
• Data Security Controls = 715
• Communications (Network) Controls = 715
• Administrative Controls = 716
• Other General Controls = 716
• 19.8 APPLICATION CONTROLS = 717
• Input Controls = 717
• Processing Controls = 718
• Output Controls = 718
• 19.9 AUDITING INFORMATION SYSTEMS = 718
• Types of Auditors and Audits = 719
• How is Auditing Executed? = 719
• Sources of Information and Auditor's Reports = 720
• 19.10 IMPLEMENTING CONTROLS AND DISASTER PLANNING = 720
• Planning and Organizing = 721
• Disaster Recovery Planning = 722
• 19.11 RISK MANAGEMENT AND COST-BENEFIT ANALYSIS = 724
• 19.12 HOW TO PROTECT PERSONAL COMPUTERS = 725
• Reducing the Risk of a Virus Attack = 725
• Protecting Against Loss of Data = 727
• Taking Care of Physical Elements = 727
• 19.13 CONTROL AND SECURITY IN THE 1990S = 727
• Increasing the Reliability of the Systems = 727
• Expert Systems for Early Detection = 727
• Expert Systems in Auditing = 727
• Artificial Intelligence in Biometrics = 727
• Expert System for Diagnosis and Prognosis = 728
• Smart Cards = 729
• MANAGERIAL ISSUES = 729
• KEY TERMS／CHAPTER HIGHLIGHTS = 729
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 730
• MINICASE 1 : HACKER CONVICTED = 732
• MINICASE 2 : HOW MUCH DISASTER PREPARATION IS ENOUGH? = 732
• MINICASE 3 : FLYHIGH CORPORATION = 733
• REFERENCES AND BIBLIOGRAPHY = 733
• 20 IMPACT OF INFORMATION TECHNOLOGY ON ORGANIZATIONS, INDIVIDUALS, AND SOCIETY = 735
• CHAPTER OUTLINE = 735
• 20.1 SOFTWARE DILEMMA AT AGRICO, INC. = 736
• 20.2 DOES INFORMATION TECHNOLOGY HAVE ONLY POSITIVE EFFECTS? = 737
• 20.3 ETHICAL ISSUES = 738
• 20.4 INFORMATION PRIVACY = 739
• Electronic Surveillance = 741
• Personal Information in Databases = 742
• Information on Bulletin Boards = 743
• Transfer of Data Across International Borders = 743
• Privacy Codes = 744
• 20.5 IMPACTS ON ORGANIZATIONS = 744
• Structure = 744
• Centralization of Authority = 745
• Power and Status = 746
• Job Content = 746
• Employee Career Ladders = 746
• Changes in Supervision = 746
• Other Considerations = 747
• The Manager's Job = 747
• 20.6 IMPACTS ON INDIVIDUALS = 748
• Job Satisfaction = 748
• Dehumanization = 748
• Psychological Impacts = 749
• 20.7 IMPACTS ON HEALTH AND SAFETY = 749
• Job Stress = 749
• Repetitive Strain Injuries = 749
• Lessening the Negative Impacts on Health and Safety = 751
• Other Impacts = 751
• 20.8 SOCIETAL IMPACTS = 751
• Opportunities for the Disabled = 751
• Changing Role of Women = 753
• Improvements in Health Care = 754
• Help for the Consumer = 754
• Quality of Life = 754
• Social Responsibility = 755
• International Implications = 756
• The Role of Management = 757
• 20.9 INFORMATION TECHNOLOGY AND EMPLOYMENT = 758
• Arguments that Support Massive Unemployment = 759
• Arguments Contradicting Massive Unemployment = 759
• 20.10 THE FUTURE OF INFORMATION TECHNOLOGY = 760
• Technological Developments = 760
• Information Systems Applications = 762
• MANAGERIAL ISSUES = 763
• KEY TERMS／CHAPTER HIGHLIGHTS = 763
• QUESTIONS FOR REVIEW／QUESTIONS FOR DISCUSSION／EXERCISES／GROUP ASSIGNMENT = 764
• MINICASE 1 : HOW PRIVATE IS E-MAIL? = 767
• MINICASE 2 : AMERICAN STOCK EXCHANGE SEEKS WIRELESS TRADES = 768
• REFERENCES AND BIBLIOGRAPHY = 768
• Part Ⅴ Case Study : Otis Elevator Pioneering Information Technology = 770
• INTERNATIONAL CASES = 775
• Tradenet : Singapore's Computerization of International Trade / by Boon-Siong Neo[Nanyang Technological University(Singapore)] = 776
• Pilkington, Plc : A Major Multinational Outsources its Head Office Information Technology Function / by Leslie Willcocks[Templeton College, Oxford, and Guy Fitzgerald, University of London(United Kingdom)] = 783
• Digital Equipment Corporation International(Europe) : Fitting Information Technology Architecture to Competitive Restructuring - Going Local and Global / by Donald Marchand ; Kimberly Bechler[Institute of Management Development(Switzerland)] = 787
• From a Dinosaur to a Chameleon : Transformation of a Korean Bank / by Young Moo Kang[Dong-A University(Korea)] = 793
• Managing Public Information Systems Development / by Nicolau Reinhard ; Ronaldo Zwicker[University of Sao Paulo(Brazil)] = 798
• GLOSSARY = G-1
• PHOTO CREDITS = P-1
• NAME INDEX = NI-1
• ORGANIZATIONS INDEX = OI-1
• SUBJECT INDEX = SI-1