Ebook Management information systems (10e): Part 2 presents the following content: Chapter 7: eBusiness Systems, Chapter 9: eCommerce systems, Chapter 10: Decision support systems, Chapter 11: Developing businessIT strategies, Chapter 12: Developing businessIT solutions, Chapter 13: Security and ethical challenges, Chapter 14: Enterprise and global management of information technology. Đề tài Hoàn thiện công tác quản trị nhân sự tại Công ty TNHH Mộc Khải Tuyên được nghiên cứu nhằm giúp công ty TNHH Mộc Khải Tuyên làm rõ được thực trạng công tác quản trị nhân sự trong công ty như thế nào từ đó đề ra các giải pháp giúp công ty hoàn thiện công tác quản trị nhân sự tốt hơn trong thời gian tới.
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f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_ch07_270-306.indd Page 270 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 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674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 MODULE III Management Challenges Business Applications Module III Development Processes Information Technologies Foundation Concepts BUSINESS APPLICATIONS H ow internet technologies and other forms of IT support business processes, e-commerce, and business decision making? The four chapters of this module show you how such business applications of information systems are accomplished in today’s networked enterprises • Chapter 7: e-Business Systems describes how information systems integrate • • • 270 and support enterprisewide business processes, as well as the business functions of marketing, manufacturing, human resource management, accounting, and finance Chapter 8: Enterprise Business Systems outlines the goals and components of customer relationship management, enterprise resource planning, and supply chain management, and discusses the benefits and challenges of these major enterprise applications Chapter 9: e-Commerce Systems introduces the basic process components of e-commerce systems, and discusses important trends, applications, and issues in e-commerce Chapter 10: Supporting Decision Making shows how management information systems, decision support systems, executive information systems, expert systems, and artificial intelligence technologies can be applied to decision-making situations faced by business managers and professionals in today’s dynamic business environment obr76817_ch07_270-306.indd Page 271 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 CHAPTER Management Challenges Business Applications Module III Development Processes Information Technologies Foundation Concepts e-BUSINESS SYSTEMS Ch apt er Highligh t s L ea r n i n g O bj ect i v e s Section I e-Business Systems After reading and studying this chapter, you should be able to: Introduction Cross-Functional Enterprise Applications Real World Case: Toyota Europe, Campbell Soup Company, Sony Pictures, and W W Grainger: Making the Case for Enterprise Architects Enterprise Application Integration Transaction Processing Systems Enterprise Collaboration Systems Identify the following cross-functional enterprise systems, and give examples of how they can provide significant business value to a company: Section II Functional Business Systems Introduction Marketing Systems Real World Case: Nationwide Insurance: Unified Financial Reporting and “One Version of the Truth” Manufacturing Systems Human Resource Systems Accounting Systems Financial Management Systems Real World Case: Cisco Systems: Telepresence and the Future of Collaboration Real World Case: OHSU, Sony, Novartis, and Others: Strategic Information Systems—It’s HR’s Turn a Enterprise application integration b Transaction processing systems c Enterprise collaboration systems Give examples of how Internet and other information technologies support business processes within the business functions of accounting, finance, human resource management, marketing, and production and operations management 271 obr76817_ch07_270-306.indd Page 272 13/08/10 7:37 PM user-f501 272 ● /Users/user-f501/Desktop Module III / Business Applications SECTION I Introduction e-Business Systems Contrary to popular opinion, e-business is not synonymous with e-commerce E-business is much broader in scope, going beyond transactions to signify use of the Internet, in combination with other technologies and forms of electronic communication, to enable any type of business activity This chapter introduces the fast-changing world of business applications of information technology, which increasingly consists of what is popularly called e-business applications Remember that e-business, a term originally coined by Lou Gerstner, CEO of IBM, is the use of the Internet and other networks and information technologies to support e-commerce, enterprise communications and collaboration, and Web-enabled business processes, both within a networked enterprise and with its customers and business partners E-business includes e-commerce, which involves the buying and selling and marketing and servicing of products, services, and information over the Internet and other networks We will cover e-commerce in Chapter In this chapter, we will explore some of the major concepts and applications of e-business We will begin by focusing in Section I on examples of cross-functional enterprise systems, which serve as a foundation for more in-depth coverage of enterprisewide business systems such as customer relationship management, enterprise resource planning, and supply chain management in Chapter In Section II, we will explore examples of information systems that support essential processes in the functional areas of business Read the Real World Case on the next page We can learn a lot from this case about the challenging work of enterprise architects See Figure 7.1 CrossFunctional Enterprise Applications Many companies today are using information technology to develop integrated crossfunctional enterprise systems that cross the boundaries of traditional business functions in order to reengineer and improve vital business processes all across the enterprise These organizations view cross-functional enterprise systems as a strategic way to use IT to share information resources and improve the efficiency and effectiveness of business processes, and develop strategic relationships with customers, suppliers, and business partners See Figure 7.2, which illustrates a cross-functional business process Companies first moved from functional mainframe-based legacy systems to integrated cross-functional client/server applications This typically involved installing enterprise resource planning, supply chain management, or customer relationship management software from SAP America, PeopleSoft, Oracle, and others Instead of focusing on the information processing requirements of business functions, such enterprise software focuses on supporting integrated clusters of business processes involved in the operations of a business Now, as we see continually in the Real World Cases in this text, business firms are using Internet technologies to help them reengineer and integrate the flow of information among their internal business processes and their customers and suppliers Companies all across the globe are using the World Wide Web and their intranets and extranets as a technology platform for their cross-functional and interenterprise information systems Enterprise Application Architecture Figure 7.3 presents an enterprise application architecture, which illustrates the interrelationships of the major cross-functional enterprise applications that many companies have or are installing today This architecture does not provide a detailed or exhaustive application blueprint, but it provides a conceptual framework to help you f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_ch07_270-306.indd Page 273 8/13/10 2:58 PM user-f494 REAL WORLD CASE W /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles Toyota Europe, Campbell Soup Company, Sony Pictures, and W.W Grainger: Making the Case for Enterprise Architects hen technology infrastructure lines up with business projects like musicians in a marching band, you know you have a good enterprise architect on staff Enterprise architecture focuses on four crucial C’s: connection, collaboration, communication, and customers Imagine needing to manually log onto five different systems to create and track an order, or spending 20 hours to research a project because you didn’t know that the information already existed in another department These situations result from fragmentation and siloed thinking; the goal of enterprise architecture, on the other hand, is to create unity Enterprise architecture’s goal is IT that enables business strategy today and tomorrow, says Peter Heinckiens, chief enterprise architect at Toyota Europe “The ‘tomorrow’ part is especially important,” he says The enterprise architect must map, define, and standardize technology, data, and business processes to make that possible This means that the architect must have both a macro and micro view: It is necessary to understand the business strategy and translate this into an architectural approach (macro view), but also be able to work with individual projects and deliver very concrete guidance to these projects that focus on the suc- F IGUR E 7.1 Enterprise architects create unity out of siloed thinking and disparate applications Source: © Corbis/Photolibrary f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 cessful delivery of the individual project within that macro view “The enterprise architect transforms tech-speak into the language of business solutions, and he knows what technology is needed to enable business strategy,” says Heinckiens In other words, an architect knows how to bridge silos An oft-used metaphor compares the enterprise architect’s role to that of the city planner, who also provides the road maps, zoning, common requirements, regulations, and strategy— albeit for a company, rather than for a city And this role is increasingly important as enterprise architecture itself becomes more important “Enterprise architecture’s roots are in the desire to serve what is best for the enterprise versus the individual department or project,” says Andy Croft, Campbell Soup Company’s vice president of IT-shared services Croft, who has the enterprise architect role at Campbell’s, speaks of the days when incompatible e-mail systems made employees within the same company unable to share information via e-mail Each department thought it needed its own brand of PC—even its own network or security system Finally, Croft says, “People lifted their heads and thought, maybe it’s more important to be able to work together rather than [sic] me having the ‘best.’” Enterprise architecture gained traction from the bottom up That siloed view on projects may come in the form of “I want to use this package” or “I want to build this application,” according to Heinckiens As an architect, he advises, it’s important to take a step back: Try to understand what problem the proposed project will solve Is there already a solution that covers the proposed area being researched? Does the proposed project fit into the wider picture? “Structurally, business units are silos—and therefore often have a limited view—but the enterprise architect ensures that the pieces of the wider-picture puzzle fit together,” says Heinckiens As an illustration, some projects use data that nobody else in the company will be interested in, whereas other projects use data that are useful and relevant to everyone in the company It is the enterprise architect’s job to figure out how to make the latter type available to the rest of the company, and one part of that task is creating compliance standards “It is important that this discussion takes place,” says Heinckiens “Then you see other discussions start to happen.” For example, who owns this data? Who should receive permission to access this data? What is a customer? For the marketing department, after-sale department, and finance department, the definition of customer is totally different, even though they refer to the same person In many companies, this process is ultimately formalized At Campbell’s, it’s called a blueprint Before a new project can be started, each technology area must review a proposed project to ensure that it fits into the overall strategy Achieving that impressive lockstep between business and IT takes time and practice, of course Not only that, but an 273 obr76817_ch07_270-306.indd Page 274 13/08/10 7:37 PM user-f501 274 ● /Users/user-f501/Desktop f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Module III / Business Applications enterprise architect must be a voice that many kinds of people can understand, says Tim Ferrarell, CIO and senior vice president of enterprise systems at W W Grainger, a $6.4 billion distributor of heavy equipment Ideally, Ferrarell says, this person “can think at a strategic level and all the way down to the operating level and understand how to move up and down that chain of abstraction,” he says “And know how to deal with conflicts and trade-offs.” Is that all? Actually, no That person also has to gain the confidence of the senior leadership team, he says Execs must believe that the enterprise architect understands how the company works, where it wants to go, and how technology helps or hinders, he says Then, effective working relationships can bloom In 2006, Grainger went live with a companywide SAP project: 20 SAP modules and 30 additional applications that would touch 425 locations To help guard against what could go wrong in a big-bang cutover, Ferrarell took his team of about 20 enterprise architects off their regular jobs and assigned them to design and integration roles on the SAP project The SAP implementation was such an all-encompassing program that it made sense to repurpose the enterprise architects into key roles in the project Their broad business and technical knowledge made them very valuable team members, says Ferrarell Grainger’s senior business-side managers knew these architects and their business savvy firsthand, he explains The trust was there, which helped get IT the intense cooperation needed during and after the complicated launch Their architects played a significant role, not only in shaping the need for completion of the ERP project, but in ensuring that its design would enable their business requirements The SAP project succeeded, Ferrarell says, in part due to the institutional knowledge and business-IT translation skills the enterprise architects brought to it Other companies, though, have to be convinced of the enterprise architect’s criticality Sony Pictures Entertainment launched an enterprise architect role modestly in 2002, focused at first on technology issues only, says David Buckholtz, vice president of planning, enterprise architecture and quality at the media company He had to start small: Sony Pictures Entertainment didn’t even have a corporatewide IT department until the late 1990s, Buckholtz says The company grew from acquisitions and other deals that parent company Sony Corporation of America made in the 1980s and 1990s, such as the acquisition of Columbia TriStar movie studio (The Karate CASE STUDY QUESTIONS What does the position of enterprise architect entail? What qualifications or experiences would you think a good enterprise architect should have? Support your answer with examples from the case Consider the different companies mentioned in the case and their experiences with enterprise architecture Does this approach seem to work better in certain types of companies or industries than in others? Why or why not? What is the value derived from companies with mature enterprise architectures? Can you see any disadvantages? Discuss Kid and Ghost Busters) and the acquisition of Merv Griffin Enterprises (Wheel of Fortune and Jeopardy) “We’re in a creative industry and people made a lot of decisions on their own,” he says Hence, no central IT until relatively recently and no strong belief in the importance of central IT, he says Buckholtz was hired from General Electric to start an enterprise architecture team because Sony Pictures wanted more efficiency and savings from IT, he says At first, he concentrated on classifying existing and future technology investments Categories include technologies in development where Sony is doing proofs of concept; technologies in pilot; current and supported; supported but older versions; those headed to retirement; and those that are obsolete and no longer supported except “under extreme duress,” Buckholtz says, laughing He began this way to demonstrate that IT could be businesslike: investing well, conscious of risk, and planning for the future “This is how you plan enterprise architecture when you don’t have business support yet We had to build up to that.” Once the architecture group has the enterprise IT house under control, it can look for ways to work with different business technology groups to build credibility beyond bits and bytes, he says One technique Buckholtz used was to install architects in different business groups to work on projects on business turf but using IT’s budget A free trial, in a sense By 2005, Buckholtz’s group had started a high-profile project with the digital media team to map out how Sony Pictures would digitize content for downloading to mobile phones and other devices He counts it as a success that the digital media group continues to use that road map today “We identified high-value work and we were all committed to it,” he says “It was not a group off somewhere, passing down standards.” As the economy tightens Sony Pictures must make its distribution chain as efficient as possible, he adds Movies, after all, are a discretionary expense for consumers, and if they pull back on luxuries, Sony Pictures will feel it Enterprise architects continuously reinforce to business-side counterparts the expected returns on IT projects as the temptation to cut spending grows “We make sure we close the loop and quantify harddollar costs and benefits for the CFO,” Buckholtz says Source: Adapted from Diann Daniel, “The Rising Importance of the Enterprise Architect,” CIO.com, March 31, 2007; and Kim S Nash, “The Case for Enterprise Architects,” CIO.com, December 23, 2008 REAL WORLD ACTIVITIES Service-oriented architecture (SOA) is a recent approach to systems development and implementation that has much in common (and some differences, as well) with enterprise architecture Go online and research the similarities and differences Prepare a report to summarize your work Have you considered a career as an enterprise architect? What bundle of courses would you put together to design a major or a track in enterprise architecture? Break into small groups with your classmates to outline the major areas that should be covered obr76817_ch07_270-306.indd Page 275 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles Chapter / e-Business Systems ● 275 F IGUR E 7.2 The new product development process in a manufacturing company This is an example of a business process that must be supported by cross-functional systems that cross the boundaries of several business functions Customer Feedback Market Research Market Test Component Design Product Test Product Release Process Design Equipment Design Production Start Manufacturing Marketing R & D/Engineering Source: Adapted from Mohan Sawhney and Jeff Zabin, Seven Steps to Nirvana: Strategic Insights into e-Business Transformation (New York: McGraw-Hill, 2001), p 175 visualize the basic components, processes, and interfaces of these major e-business applications, and their interrelationships to each other This application architecture also spotlights the roles these business systems play in supporting the customers, suppliers, partners, and employees of a business Notice that instead of concentrating on traditional business functions or supporting only the internal business processes of a company, enterprise applications focus on accomplishing fundamental business processes in concert with a company’s customer, supplier, partner, and employee stakeholders Thus, enterprise resource planning (ERP) concentrates on the efficiency of a firm’s internal production, distribution, and financial processes Customer relationship management (CRM) focuses on acquiring and retaining profitable customers via marketing, sales, and service processes Partner relationship management (PRM) aims to acquire and retain partners who can enhance the sale and distribution of a firm’s products and services Supply chain management (SCM) focuses on developing the most efficient and effective sourcing and procurement processes with suppliers for the products and services that a business needs Knowledge management (KM) applications provide a firm’s employees with tools that support group collaboration and decision support We will discuss CRM, ERP, and SCM applications in detail in Chapter and cover KM applications in Chapter 10 Now let’s look at a real-world example of some of the challenges involved in rolling out global, cross-functional systems F IGUR E 7.3 Enterprise Resource Planning Internal Business Processes Customer Relationship Management Marketing • Sales • Service Customers Partners Supply Chain Management Sourcing • Procurement Partner Relationship Management Selling • Distribution Employees Knowledge Management Collaboration • Decision Support Suppliers This enterprise application architecture presents an overview of the major cross-functional enterprise applications and their interrelationships f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_ch07_270-306.indd Page 276 8/13/10 2:58 PM user-f494 276 ● /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles Module III / Business Applications Ogilvy & Mather and MetLife: The Interpersonal Challenges of Implementing Global Applications Atefeh Riazi’s quarter-million frequent-flier miles are testament to the fact that it’s not such a small planet after all As CIO at Ogilvy & Mather Worldwide, Riazi has spent the past years rolling out global applications, such as collaborative workflow systems, creative asset management, knowledge management, messaging, and security for the New York City–based marketing giant Most recently, Riazi has been trying to convince the Asian, European, and Latin American offices to replace their legacy systems with North America’s SAP enterprise resource planning system for finance, human resources, and production A common enterprise system, she says, would provide Ogilvy’s 400 offices in more than 100 countries with access to real-time information so they can make quick decisions, better respond to market changes, and cut costs The fact is that globalization adds new dynamics to the workplace, and CIOs who stick to the true-blue American business formula will fail They must abandon the idea of force-fitting their visions into worldwide offices and move toward a global infrastructure built collaboratively by staff from around the world Take the company that rolls out a global system with high-bandwidth requirements That system might not be feasible for IT directors in the Middle East or parts of Asia, where the cost of bandwidth is higher than in New York Is the standardized system multilingual? Can it convert different currencies? Can it accommodate complex national tax laws? For global projects, working virtually is critical, but it’s also one of the biggest challenges “You’re dealing with different languages, different cultures, different time zones,” says George Savarese, vice president of operations and technology services at New York City–based MetLife His p.m Monday meeting, for instance, falls at a.m in South Korea and p.m in Brazil Savarese adds, however, that telephone and e-mail alone won’t cut it “You really have to be there, in their space, understanding where it’s at,” he says, adding that he spends about half of each month abroad “Globalization challenges your people skills every day,” says Ogilvy’s Riazi For example, workers in the United Kingdom often rely heavily on qualitative research; they take their time in making decisions, as opposed to Americans, who tend to be action-oriented So, in a recent attempt to get offices in the United States and the United Kingdom to collaborate on a common system rollout, Riazi hit a wall of resistance because she didn’t spend enough time going over analytical arguments with the people in the U.K office Having international teams run global projects goes a long way toward mending fences Ogilvy, for instance, manages a financial reporting project out of Ireland “The IT director there has a European point of view, so we’re not going to be blindsided by something that isn’t a workable solution,” she says “We have let control go,” she says of Ogilvy’s New York headquarters “A lot of global companies cannot let go of that control They’re holding so tight It’s destructive.” Source: Adapted from Melissa Solomon, “Collaboratively Building a Global Infrastructure,” CIO Magazine, June 1, 2003 Enterprise Application Integration How does a business interconnect some of the cross-functional enterprise systems? Enterprise application integration (EAI) software is being used by many companies to connect their major e-business applications See Figure 7.4 EAI software enables users to model the business processes involved in the interactions that should occur between business applications EAI also provides middleware that performs data conversion and coordination, application communication and messaging services, and access to the application interfaces involved Recall from Chapter that middleware is any software that serves to glue together or mediate between two separate pieces of f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_ch07_270-306.indd Page 277 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles Chapter / e-Business Systems ● 277 F IGUR E 7.4 Enterprise application integration software interconnects front-office and back-office applications Enterprise Application Integration EAI Front Office Customer Service Field Service Product Configuration Sales Order Entry Back Office Distribution Manufacturing Scheduling Finance software Thus, EAI software can integrate a variety of enterprise application clusters by letting them exchange data according to rules derived from the business process models developed by users For example, a typical rule might be: When an order is complete, have the order application tell the accounting system to send a bill and alert shipping to send out the product Thus, as Figure 7.4 illustrates, EAI software can integrate the front-office and back-office applications of a business so they work together in a seamless, integrated way This is a vital capability that provides real business value to a business enterprise that must respond quickly and effectively to business events and customer demands For example, the integration of enterprise application clusters has been shown to dramatically improve customer call center responsiveness and effectiveness That’s because EAI integrates access to all of the customer and product data that customer representatives need to quickly serve customers EAI also streamlines sales order processing so products and services can be delivered faster Thus, EAI improves customer and supplier experience with the business because of its responsiveness See Figure 7.5 F IGURE 7.5 An example of a new customer order process showing how EAI middleware connects several business information systems within a company Call Center How EAI works: An order comes in via the call center, mail, e-mail, the Web, or fax Finance mail Customer information captured in the order process is sent to a “new customer” process, which distributes the new customer information to multiple applications and databases Once the order is validated (customer, credit, items), relevant details are sent to order fulfillment—which may pick the requested items from inventory, schedule them for manufacture, or simply forward them Fulfillment returns status and shipment info to the order-entry system and to the call center, which needs to know about outstanding orders Billing 1010101000101010001010100101 01010100010101000101010010 0011010100010101 submit EAI Routing Manufacturing Shipping Orders & Fulfillment f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_ch07_270-306.indd Page 278 8/13/10 2:58 PM user-f494 278 ● /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles Module III / Business Applications Coty, Unilever, and iWay: Dealing with Integration Challenges It’s one thing to integrate data across applications in an IT infrastructure The methods and practices are tried and true But implementing data integration across a serviceoriented architecture poses new challenges Coty, the fragrance and personal-care products company, found that the iWay approach was just what it needed to integrate Unilever’s cosmetics business, which it acquired in late 2005, in just six months Failure to meet that goal would delay the benefits to customers of dealing with one company and product line, and would force Coty to maintain two sales forces, supply chains, and software infrastructures Soon after the acquisition, CIO David Berry heard complaints from big customers such as Federated Department Stores that its buyers had to talk to two sales reps after the acquisition or deal with three systems to push one order through Orders of Unilever’s Chloe or Calvin Klein fragrances had to be sent through a JD Edwards system in Lille, France Coty’s hot-selling Celine Dion or Jennifer Lopez fragrances had to be ordered through its homegrown warehouse management system in Kassel, Germany Orders for other products went through Oracle Cash-toOrder systems in Coty’s North Carolina distribution center But connecting JD Edwards to Oracle applications or Oracle apps to SAP is what iWay connectors and adapters Berry realized he needed to identify the processes that led to the customer getting, for example, two invoices from Coty, and force them into a single process They got iWay’s Service Manager to understand the differences between Coty’s order entry systems and perform the data transformations between them once a business analyst drew process flow lines on Service Manager’s graphical map of the JD Edwards and SAP systems The Coty order entry system worked in tandem with the Unilever order entry system until their results could be combined to yield one invoice The implementation had its share of rough spots Coty discovered at one point that a day’s orders, sent into the iWay system, never emerged at the distribution center The orders had been improperly formatted so they couldn’t be translated into the right destination format, but iWay neglected to inform anyone of the hang-up “It was like looking for a needle in a haystack We needed to improve the visibility into the system,” says Gary Gallant, vice president of information management for the Americas at Coty He found a way to get the system to send a message to administrators when orders were up in a “retry” queue Berry used this approach to identify customer-facing services, isolate them, and use iWay to translate between them The result was what appeared to customers to be a fully integrated Unilever/Coty by the six-month deadline Source: Adapted from Charles Babcock, “Two Ways to Deal with SOA’s Data Integration Challenge,” InformationWeek, July 9, 2007 Transaction Processing Systems Transaction processing systems (TPS) are cross-functional information systems that process data resulting from the occurrence of business transactions We introduced transaction processing systems in Chapter as one of the major application categories of information systems in business Transactions are events that occur as part of doing business, such as sales, purchases, deposits, withdrawals, refunds, and payments Think, for example, of the data generated whenever a business sells something to a customer on credit, whether in a retail store or at an e-commerce site on the Web Data about the customer, product, salesperson, store, and so on, must be captured and processed This need prompts additional transactions, such as credit checks, customer billing, inventory changes, and increases in accounts receivable balances, which generate even more data Thus, transaction f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_cndx_658_662.indd Page 661 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles Company Index ● OpenOffice Writer, 138 Oracle Corporation, 125, 134–135, 174–175, 180, 185, 187, 194, 201, 204–205, 222, 272, 278, 304, 309, 311, 328, 333, 336, 392, 397 Oracle Financials, 329 Orbitz, 607 Oregon Health & Science University, 304–305 O’Reilly Auto Parts Inc., 307, 331–332 OSSI, 149 OSUMC, 389, 442–443 Ottawa Regional Hospital, 259 OUSU, 271 Outsourcing Institute, 590 Overstock.com, 125, 389, 391–392 Overture, 137 Palisade Corporation, 408, 433 Palm City Police Department, 441 Panopticon, 406–407 Partners Healthcare, 195 Patent and Trademark Office, 67 Payment Card Industry, 558, 577 PayPal, 77, 124–125, 360, 481, 522–523 Paytrust, 360 PC Connection, 333–334 PC Magazine, 42 PCI See Payment Card Industry Peerflix, 349, 385–386 PeopleSoft, 272, 309, 337, 346, 465 PepsiCo., 217, 219–220, 401 PerfectMatch, 203 Perpetual Entertainment Inc., 578 Peterson Air Force base, 99 P&G, 618 PharMerica, 480 Piggly Wiggly Carolina, 321 P&L, 450 Plaxo, 218 Polycom, 303 PortAuthority Technologies Inc., 577 Powell Police Department, Ohio, 175 Presidio Financial Partners, 563 Priceline.com, 51 Privacy Rights Clearinghouse, 563 Procter & Gamble Co., 51, 74–75, 116, 419, 579, 617–618 Prodigy Biz, 372, 382 Progressive, 399 Pronin.com, 363 Protuo.com, 364 PS’Soft, 79 PureSense, 413–414 Quaker Chemical, 389, 444–445 Queen’s Medical Center, 481, 524–525 Quest Diagnostics, 194 Quintiles Transnational, 450 Radio Shack, 82 Raymond James Financial, Inc., 527, 556–557, 577–578 Raytheon Integrated Defense Systems, 74–75 RE/MAX, 300 Recording Industry Association of America (RIAA), 541 Red-Database-Security, 609 Red Hat Enterprise, 125, 153 RedEnvelope, 351 Redwood Analytics, REI, 157, 379–380 Reinsurance Group of America Inc., 579, 618–620 Remington Rand, 81 Reporters Without Borders, 610–611 Requisite Technology, 356 Resource Interactive, 357 Results Coaching Systems, 479 RGA See Reinsurance Group of America Inc RIAA See Recording Industry Association of America Richemont, 372–373 Rite Aid, 378 R.L Polk & Co., 201 Rockware Inc., 405 Royal Bank of Canada, 349, 387–388 Royal Dutch Shell, 53, 592, 598 Royal Oak Music Theatre, 352 RSF See Reporters Without Borders SaaS See Software-as-a-Service Saba Software Inc., 305 Sabre Airline Solutions, 504 Safeway, 420 Salesforce.com, 144–145, 289, 347, 385 San Diego Padres, 352 San Francisco Giants, 352 Sandia National Labs, 442 SANS Technology Institute, 575 SAP AG, 132–134, 166, 274, 309, 311, 321, 325, 327–328, 336, 391, 505, 600 SAP America, 272 SAP Business ByDesign, 145 SAP Business One, 173–174 SAS, 445 Savvis, 72 School Financial Credit Union, 105 School of Medicine at the University of California at Los Angeles, 479 Schools Financial Credit Union, 104 Schwab, 173–174 Schwan Food Co., 74 SEC See Securities and Exchange Commission Secret Service, 535 Securities and Exchange Commission, 176, 437, 549, 563 Sephora, 157 Sew What? Inc., 41–42 Shane Co., 325 Shaw Industries, 447, 465–466, 475 Sheraton, 126 Sick Kids Hospital, 156 SiCortex, 481, 483–484, 520 Siebel On Demand, 347 661 Siebel Systems, 309, 311, 346, 353 Silicon Graphics, 90 SimSciEsscor, 612 Skydive Chicago, 39–40, 475 SmartLogic Solutions, 484 Software-as-a-Service, 131–132, 144, 170, 505 Software Publishers Association, 540 Sony Computer Entertainment America Inc., 304 Sony Corporation of America, 99, 271, 274, 304–305, 349, 351–352 Sony Electronics, 351, 449 Sony Pictures Entertainment, 271, 273–274 SourceForge.net, 148 SourceGas, 505 Southwest Airlines, 125 SpamAssassin, 545 SpecEx.com, 375–376 Spectrum Bridge, 375–376 Sprint, 249, 301 SPSS Inc., 180, 346 Stanford University, 302 Staples Inc and Partners, 51 Starbucks, 217, 268–269, 349, 351–352 Starwood Hotels & Resorts, 126–127 State Farm, 496 State of Wisconsin, 479 Steelwedge Software, Inc., 460 STM, 468 Storage I/O Group, 44 Strategic Technology, 524 Sun Microsystems, 125, 135, 153, 164, 167 SupplySolution Inc., 342 Supra iBox, 301 Supreme Court, 575 Surface Computing, 126 SurfControl PLC, 575–576 SUSE, 153 Symantec Corp., 542, 557 Syntellect Interactive Services, 279 T Rowe Price, 157 T-Health Institute, 217, 236–237 T-Systems, 592 Tandberg, 236 Target Corp., 198, 419–420 TD Banknorth Garden, 412 Telefonica Servicios Avanzados de Informacion (TSAI), 335 10e10 LLC, 370 Teradata, 215, 392 Tesco, 116 Texas Health Resources, Inc., 527, 529–530 Texas Instruments (TI), 81 3Com Corp., 218 3X Systems, 484 TI See Texas Instruments Tickets.com, 351 Time Warner Inc., 575 Toronto’s Hospital for Sick Children, 156 Toshiba, 432 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_cndx_658_662.indd Page 662 08/09/10 10:29 AM user-f497 662 ● /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Company Index Toyota, 579, 617–618 Toyota Europe, 271–274 Toyota Motor Sales USA, 617 Toys R Us Inc., 51 Trans World Entertainment Corp., 74 Travelocity.com, 215–216, 356 Trifoglio, 314 TSAI See Telefonica Servicios Avanzados de Informacion Tufts University, 126–127 Twitter, 351 Tyco International Ltd., 304–305 UAB See University of Alabama at Birmingham UAP See United Agri Products UCLA, 244 Umbria, 349, 363–364, 382 U.N World Summit on the Information Society (WSIS), 116–117 Unilever, 278 United Agri Products (UAP), 399–400 United Distillers, 432–433 United Maintenance, 469 United States Parachute Association, 39 UnitedHealth Group, 79–80 Universal Orlando Resort, 55–56 University of Alabama at Birmingham (UAB), 535 University of Arizona College of Public Health, 237 University of California at Berkeley, 188 University of Georgia, 617 University of Maryland, 283 University of Maryland Center for Advanced Transportation Technology, 283 University of Michigan, 424 University of Texas, 159 University of Utah, 241 UNIX, 509 Unum Group, 317 UPS, 59–60 U.S Airways, 125 U.S Department of Defense, 99, 147–149, 170, 575–576 U.S Department of Health and Human Services, 195 U.S Department of Transportation, 234 U.S Justice Department, 489 U.S Library of Congress, 109 U.S Patent and Trademark Office, 67 VA See Veterans Administration VA Office of Information & Technology, 43 Valero Energy, 389, 391–392, 440 Van Cleef & Arpels, 372 Vanguard Group, 555 Verio, 372 VeriSign Inc., 361 Veritas Global LLC, 576 Verizon, 399 Verizon Wireless, 376, 457 Vermillion, 194 VerticalNet, 374 Veterans Administration (VA), 43 Veterans Health Information Systems and Technology Architecture, 43, 152 VF Corporation, 227 Virgin Megastores, 351 Visa International, 124, 329, 361 VisaNet, 124–125 VistaPrint Ltd., 215–216 Visual Sciences Inc., 216 Vocollect, 98 Vontage, 259 Vontu Inc., 577 W, 126 W Group, 24 Wachovia Corp., 45, 72–73, 77, 124–125 Wal-Mart Stores Inc., 51, 116, 399, 419–420, 424, 490–491, 520, 600 Walgreens, 198 Wall Street Journal, 182, 576 WCPO-TY, 288 WebSphere Commerce Suite, 509 Welch’s, Wells Fargo, 354 Westin, 126 WestJet Airlines Ltd., 481, 504–506, 520 Whirlpool, 387 WhiteHat Security, 560–561 WHO See World Health Organization Whole Foods Market, 351, 576 Wikipedia, 40, 70 Wolf Peak International, 129, 173–174 WorkforceLogic, 304 Works.com, 374 World Health Organization, 265 World Trade Organization, 591 Worldspan, 481, 524–525 WSIS See U.N World Summit on the Information Society WTO See World Trade Organization W.W Grainger & Co., 271, 273–274, 356 Wyoming Medical Center, 527, 556–557 Xerox Corp., 103, 539 Yahoo! Inc., 70, 137–138, 197, 226, 300, 370, 399, 542 Zappos, 349, 385–386, 490 Zimbra, 314 Zimmerman Advertising, 605 Zip Realty, 313–314 obr76817_sndx_663_678.indd Page 663 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Subject Index Access control, 355–356 Account management, 309 Accounting systems, 295–296 Accounts payable, 295 Accounts receivable, 295 Adaptive maintenance, 516 Adware, 544–546 Affinity promotion, 411 Agility of enterprise, 324 AI See artificial intelligence Alliance strategies, 50 Alternatives, reporting, 400 Analog signals, 244–245 Analytical Engine, 78 Antivirus software, 564 Applets, 242 Application, 421, 604–605 architecture, 458 virtualization, 155–156 Application development, 208, 586 Application servers, 143–144, 586 Application software, 130–146 e-mail, 137–138 instant messaging, 137–138 small-to-medium enterprise, 173–174 Weblogs, 137–138 Architects, enterprise, 273–274 Architecture, 458, 584–585 applications architecture, 584 data resources, 584 information technology organization, 585 network, 255 planning, 457–459 technology platform, 584 The Art of War, 517 Artificial intelligence, 418–445 AI technologies, 438 applications, 421 artificial intelligence, 438 benefits of expert system, 426 cognitive science, 421 components of expert system, 424–425 data mining, 438 decision support, 438 trends, 437–438 developing expert system, 428–430 domains, 421 enterprise information, 438 executive information system, 438 expert system, 424–428, 438 fuzzy logic in business, 432 fuzzy logic system, 431–432 genetic algorithms, 432–434 intelligent agents, 436–47 knowledge engineering, 429–430 limitations of expert system, 426–428 management information system, 438 natural interfaces, 423 neural networks, 430–432 online analytical processing, 438 data mining, 438 robotics, 423 software resources, 425 virtual reality, 434–436 VR applications, 434–436 Assemblers languages, 158 Attribute, 178 Attributes measurements, 34 Auditing information technology security, 570 Audits, 569–570 Backlogged information technology project, 524–525 Backup files, 565–566 Balanced scorecard, 458–459 Bandwidth, 260 Bandwidth alternatives, 260 Batch processing, 14 B2B e-commerce, 380 B2C e-commerce, 380 Benefits of expert systems, 426 Binary digit, 108 Binary number, 109 Biometric security, 566–567 Blogs, 137 Bluetooth, 249 Boolean logic, 207 Business alignment, 449–450 Business applications, 115, 270–445 planning, 461–463 software, 134–135 Business ethics, 528–532 Business/information technology, 457, 481–525, 583 business system development, 482–502 business system implementation, 503–525 Business intelligence, 11 deployments, 444–445 Business models, 455–457 Business process perspectives, 459 reengineering, 58 Business systems development, 482–502 implementation, 503–525 Business technologist, 22 Business-to-business, 354 e-commerce, 355, 373–376, 380 marketplaces, 374–376 portals, 375 Business-to-consumer, 354 e-commerce, 354, 362–368, 380 advertising, 367 community, relationships with, 367 customer communications, 368 personal attention, 367 security, 367–368 success factors, 365–368 value, 365–366 Business value of Internet, 262 BusinessWeek, 533 Buzzlogic, 363–364 Calculus, 78 Capital budgeting, financial management system, 297 Careers in information technology, 21–24 Case managers, 58 CASE tools, 168 Catalog management, 356–358 Categories, 353–355 Cathode ray tube, 106 Cell-switching technology, 261 Cellular systems, 248 Cellular telephones, 248 Central processing unit, 93 Challenges information technology, 20–21 careers, 21–24 information technology careers, 21–24 Change, 479–480 management, 469–473 Change requests, 516 Character, 178 Chief information officer, 588 Chief technology officer, 589 CIO, retirement, 617–618 Citizen and Law Enforcement Analysis and Reporting system, 180 CLEAR See Citizen and Law Enforcement Analysis and Reporting Clicks-and-bricks strategies, 378–379 Client/server networks, 241–242 Clients, 241 Clock speed, 94 Cloud computing, 145 Coaxial cable, 246 Cognitive science, 421 Cold-turkey strategy, 514 Collaboration, 302–303, 359, 465–466 enterprise collaboration system, 281 Collaborative, work management tools, 283 Communications satellites, 247–248 Competition, 45–76, 442–443 alliance strategies, 50 cost leadership strategy, 49 customer-focused business, 54–56, 68 differentiation strategies, 50 information technology, strategic uses of, 68 innovation strategies, 50 knowledge-creating company, 66, 68 knowledge management system, 66–67 reengineering business processes, 58–62, 68 role of information technology, 58–62 663 obr76817_sndx_663_678.indd Page 664 08/09/10 10:29 AM user-f497 664 ● /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Subject Index Competition—Cont strategic information system, 56–57 strategic information technology, 46 competitive forces, 46–50 competitive strategy, 46–50 strategic initiatives, 50–54 strategic uses, information technology, 58 value chain system, 56–57 virtual company, 64–65, 68 Competitive advantage, planning for, 453–455 Competitive forces, 46–50 Competitive strategy, 46–50 Complete data types, 187 Components of expert system, 424–425 Components of information system, 26–44 control, 29, 36 definition of system, 26–28 feedback, 29 information system resources, 32–35 application software, 33 communications media, 34 computer peripherals, 33 computer systems, 33 data, information, contrasted, 34 data resources, 33–34 hardware resources, 32–33 network infrastructure, 35 network resources, 34–35 people resources, 32 software resources, 33 system software, 33 input, 26 input of data resources, 35 output, 26 output of information products, 35–36 processing, 26 processing of data into information, 35 recognizing information system, 36 information system framework, business professionals, 36 information system model, 37 information system resource, 37 information systems, business roles, 37 source documents, 35 storage of data resources, 36 system characteristics, 29–31 systems functions, 26 user interface, 35 Computer-aided manufacturing, 292 Computer based information systems, Computer crime, 534–546 adware, 544–546 computer viruses, 542–544 cracking, 535–537 cyber-theft, 537 cyberterrorism, 537–538 hacking, 535–537 software piracy, 540–541 spyware, 544–546 theft of intellectual property, 541–542 unauthorized use at work, 538–540 worms, 542–544 Computer failure controls, 567 Computer hardware, 77–127 computer system, 92–94 computer processing speeds, 94 control, 93 input, 93 output, 93 processing, 93 storage technologies, 93 end users, 78–96 enterprise computing, 78–96 history of computer hardware, 78–82 mainframe computer system, 89–92 next wave of computing, 92 supercomputer systems, 90–91 microcomputer system, 83–87 computer terminals, 85–86 connectivity, 85 information appliances, 86–87 network computers, 86 personal digital assistants, 86 security-equipped, 85 midrange system, 87–89 Moore’s law, 94–96 peripherals, 97–127 binary number, 109 business applications, 115 computer storage fundamentals, 108–109 computer systems, 119 digital cameras, 105 direct access, 109–110 electronic mouse, 97 inkjet printers, 107 input technologies, 97–106 laser printers, 107 liquid crystal displays, 106 magnetic disks, 112–113 magnetic ink character recognition, 105 magnetic tape, 113 natural user’s interface, 97 optical character recognition, 103 optical disks, 113–115 optical scanning, 103–105 output technologies, 106–107 pen-based computing, 100–101 peripheral devices, 119 pointing devices, 97–100 pointing stick, 97 predictions for future, 118–119 printed output, 106–107 radio frequency identification, 115–118 RAID storage, 113 RAM, random-access memory, 110 read-only memory, 111 redundant array of independent disks, 113 RFID privacy issues, 116–118 semiconductor memory, 110–111 sequential access, 109–110 smart cards, 105 speech recognition systems, 101–103 storage trade-offs, 107–110 touch pad, 97 touch screens, 100 trackball, 97 types of magnetic disks, 112–113 video monitors, 106 video output, 106 wands, 104 types of computer system, 82–83 Computer-integrated manufacturing, 291–292 automation, 291 integration, 291 Computer matching, 548 Computer monitoring, 551–552 Computer peripherals, 97–127 binary number, 109 business applications, 115 computer storage fundamentals, 108–109 computer system, 119 digital cameras, 105 direct access, 109–110 electronic mouse, 97 inkjet printers, 107 input technologies, 97–106 laser printers, 107 liquid crystal displays, 106 magnetic disks, 112–113 magnetic ink character recognition, 105 magnetic tape, 113 natural user’s interface, 97 optical character recognition, 103 optical disks, 113–115 optical scanning, 103–105 output technologies, 106–107 pen-based computing, 100–101 peripheral devices, 119 pointing devices, 97–100 pointing stick, 97 predictions for future, 118–119 printed output, 106–107 radio frequency identification, 115–118 RAID storage, 113 RAM, random-access memory, 110 read-only memory, 111 redundant array of independent disks, 113 RFID privacy issues, 116–118 semiconductor memory, 110–111 sequential access, 109–110 smart cards, 105 speech recognition system, 101–103 storage trade-offs, 107–110 touch pad, 97 touch screens, 100 trackball, 97 types of magnetic disks, 112–113 video monitors, 106 video output, 106 wands, 104 Computer processing speeds, 94 Computer software, 129–176 application software, 130–146 application service providers, 143–144 blogs, 137 business application software, 134–135 obr76817_sndx_663_678.indd Page 665 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles Subject Index ● cloud computing, 145 desktop publishing, 138–139 e-mail, 137–138 electronic spreadsheets, 139–140 groupware, 141–143 instant messaging, 137–138 integrated packages, 135–136 open-source software, 133 personal information managers, 141 presentation graphics, 140–141 software alternatives, 143–146 software licensing, 145–146 software suites, 135–136 system software, 130 types of software, 130 Web browsers, 136–137 Web publishing, 137 Weblogs, 137–138 word processing, 138–139 system software, 147–176 application virtualization, 155–156 file management, 150 functions, 147–151 Linux, 153 Mac OS X, 154–155 Microsoft Windows, 151–152 Microsoft Windows NT, 151 Microsoft Windows Server, 151 Microsoft Windows XP, 151 open-source software, 153–154 OpenOffice.org 3, 154 operating systems, 147–156 resource management, 150 task management, 150–151 UNIX, 153 user interface, 147 Computer storage fundamentals, 108–109 Computer systems, 92–94, 119 computer processing speeds, 94 control, 93 input, 93 management, 147–176 managers, 23 output, 93 processing, 93 storage technologies, 93 Computer terminals, 85–86 Computer viruses, 542–544 Computer worms, 542–544 Computers, 235 Connectivity, 85 Consolidation, 401 Consumer-to-consumer, 354 e-commerce, 354–355 Contextual labels, 162 Continuous speech recognition, 101 Control, 29, 36, 93 Control of system performance, 36 Cooperative multitasking, 151 Coordination, in enterprise collaboration systems, 281 Core competencies, 591 Corporate intranets, 292–294 Corrective maintenance, 516 Cost leadership strategy, 49 Cracking, 535–537 Crime fighting, data-driven, 179–180 Cross-functional enterprise applications, 272–276 Cross-functional informational systems, 15 Cross selling, 411 CRT See Cathode ray tube CSO Magazine, 241 CTDs See Cumulative trauma disorders CTO See Chief technology officer Cultural challenges, 602 Cumulative trauma disorders, 553 Custom software, 130 Customer-focused business, 54–56, 68 Customer relationship management, 309–319 account management, 309 benefits, 315–317 challenges, 315–317 contact management, 309 customer service, 312 defined, 309–314 failures, 316–317 fulfillment, 312 loyalty programs, 312 marketing, 312 partner relationship management, 318 phases, 314–315 retention, 312 sales, 309–312 trends, 317–319 Customer service, 312 Customer value, 54 Customers perspective, 459 relationship management, 342 Cyber law, 550–551 Cyber-theft, 537 Cybernetic system, 29 Cyberterrorism, 537–538 Cycles per second, 94 Data, 34, 178–183 character, 178 conversion, 512 database, 181–183 dependence, 203 field, 178 file, 181 integration, 203 integrity, 203 mining, 200 modeling, 190 processing, 35 record, 178–181 redundancy, 203 resource management, 193 resources, 33 warehouse, 199 Data access, 209 Data conversion, 512–513 Data dictionary, 188 Data entry, in transaction processing cycle, 280 Data entry activities, 35 665 Data integration, lack of, 203 Data maintenance, in transaction processing cycle, 280 Data marts, 199 Data mining, 200–201, 215–216, 438 for decision support, 410–412 Data planning, 189–191 process, 189 Data redundancy, 203 Data resource management, 177–216 application development, 208 Boolean logic, 207 data, 178–183 character, 178 database, 181–183 field, 178 file, 181 record, 178–181 data access, 209 data integration, lack of, 203 data mining, 200–201 data redundancy, 203 data standardization, lack of, 203 data warehouses, 199–201 database application development, 206 database development, 188–192, 206, 209 data planning, 189–191 data planning process, 189 database design, 189–191 database interrogation, 206–208 database maintenance, 208 database management, 204–208 database software, 209 database structures, 183–188 evaluation of database structures, 187–188 hierarchical structure, 184 multidimensional structure, 185 network structure, 184 object-oriented structure, 185–187 relational operations, 185 relational structure, 184 tables, 184 file processing, problems, 203–204 graphical queries, 208 report generator, 206 SQL queries, 206 traditional file processing, 202–204 types of databases, 193–199 distributed databases, 193–197 duplication, 197 external databases, 197 hypermedia databases, 197–199 operational databases, 193 Data resources, 458 managing, 193–216 Data standardization, lack of, 203 Data visualization systems, 405–407 Data warehouses, 199–201 Database, 181–183 administrators, 188 interrogation, 206 management, 204 management system, 204 structures, 183 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_sndx_663_678.indd Page 666 08/09/10 10:29 AM user-f497 666 ● /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Subject Index Database application development, 206 Database design, 189–191 Database development, 188–192, 206, 209 data planning, 189–191 data planning process, 189 database design, 189–191 Database interrogation, 206–208 Database maintenance, 208 Database management, 178–192, 204–208 Database software, 209 Database structures, 183–188 evaluation of database structures, 187–188 hierarchical structure, 184 multidimensional structure, 185 network structure, 184 object-oriented structure, 185–187 relational operations, 185 relational structure, 184 tables, 184 DDOS See Distributed denial of service Decision making, 389–445 artificial intelligence, 418–445 consolidation, 401 cross selling, 411 customers, behavior, 411 data mining for decision support, 410–412 data visualization system, 405–407 decision structure, 394 drill-downs, 401 DSS components, 398–400 enterprise information portals, 414–416 enterprise portals, 414–416 exception reports, 400 executive information system, 412–414 features, 412–413 fraud detection, 411 geographic information, 405–407 goal-seeking analysis, 409 information, 390 information quality, 390–394 knowledge management system, 416–417 management information system, 400–401 management reporting, 400–401 online analytical processing, 401–407 examples, 402–405 optimization analysis, 409–410 periodic scheduled reports, 400 product placement, 411 push reporting, 400–401 reporting alternatives, 400 sensitivity analysis, 408–409 sliding, 402 support for, 390–417 survey analysis, 411 system, 397–400 tactical management, 390 trends, 394–397 use of decision support system, 407–412 what-if analysis, 407–408 Decision structure, 394 Decision support, 10, 15, 390–417, 438 trends, 437–438 Definition of system, 26–28 Desktop publishing, 138–139 Development, 586–587 processes, 446–525 Dicing, 402 Differentiation strategies, 50 Digital, 244 Digital cameras, 105 Digital network technologies, 221 Digital signals, 244–245 Digitizer pen, 101 Direct access, 109–110 Direct cutover, 514 Disaster recovery, 569 Discrete speech recognition, 101 Distributed computing, 92 Distributed databases, 193–197 Distributed denial of service, 561 Document generation, in transaction processing cycle, 280 Documentation, 513–514 Domains, 421 Downsizing, 242, 586 Dragon NaturallySpeaking Medical, speech recognition technology, 99 Drill-downs, 401 DSS components, 398–400 Dumb terminals, 85 Duplication, 197 e-business, 12, 271–305 accounting, 295–296 online accounting systems, 295–296 accounting system, 295–296 online accounting systems, 295–296 applications, 12 architecture planning, 463 computer-integrated manufacturing automation, 291 integration, 291 cross-functional enterprise applications, 272–276 enterprise application integration, 276–278 enterprise collaboration, 281–283 collaborative work management tools, 283 electronic communication tools, 281 electronic conferencing tools, 281–282 information technology, 284 tools, 281–283 enterprise collaboration system, 281–283 collaborative work management tools, 283 electronic communication tools, 281 electronic conferencing tools, 281–282 information technology, 284 tools, 281–283 financial management system, 296–298 human resource system, 292–294 corporate intranets, 292–294 Internet, 292 human resources, 292–294 corporate intranets, 292–294 Internet, 292 manufacturing, 290–292 computer-integrated manufacturing, 291–292 manufacturing system, 290–292 computer-integrated manufacturing, 291–292 marketing, 284–290 interactive marketing, 284–288 sales force automation, 289–290 targeted marketing, 288–289 marketing system, 284–290 interactive marketing, 284–288 sales force automation, 289–290 targeted marketing, 288–289 role of, 12–13 transaction processing, 278–281 transaction processing cycle, 280–281 transaction processing system, 278–281 transaction processing cycle, 280–281 e-commerce, 13, 349–388 access control, 356 B2B e-commerce, 380 B2C e-commerce, 380 business-to-business, 355, 373–376 marketplaces, 374–376 portals, 375 business-to-business e-commerce, 355, 373–376 e-commerce marketplaces, 374–376 e-commerce portals, 375 business-to-consumer, 354, 362–368 advertising, 367 community, relationships with, 367 customer communications, 368 personal attention, 367 security, 367–368 success factors, 365–368 value, 365–366 business-to-consumer e-commerce, 354, 362–368 advertising, 367 community, relationships with, 367 customer communications, 368 personal attention, 367 security, 367–368 success factors, 365–368 value, 365–366 catalog management, 356–358 categories, 353–355 channel choices, 379–380 clicks-and-bricks strategies, 378–379 collaboration, 359 consumer-to-consumer e-commerce, 354–355 electronic payment processes, 360–361 electronic funds transfer, 360–361 secure electronic payments, 361 trends, 362 Web payment processes, 360 event notification, 359 marketplaces, 374 personalizing, 356 processes, 355–359 obr76817_sndx_663_678.indd Page 667 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles Subject Index ● profiling, 356 scope, 350–355 search management, 356 security, 356 technologies, 350–354 trading, 359 Web store requirements, 369 customers, 370–372 developing, 369–370 managing, 372–373 workflow management, 358–359 e-mail, 137 Economic feasibility, 487 Efficiency improvements, 460 EIS See Executive information systems Electronic communication tools, 281 Electronic conferencing tools, 281–282 Electronic data interchange, 334–335 Electronic data processing, 10 Electronic funds transfer, 360 Electronic mail, 137–138 Electronic mouse, 97 Electronic Numerical Integrator and Computer, 81 Electronic payment, 360–361 Electronic payment processes, 360–361 electronic funds transfer, 360–361 secure electronic payments, 361 trends, 362 Web payment processes, 360 Electronic spreadsheets, 139–140 Employee self-service, 293 Encapsulation, 501 Encryption, 559 End-point security, 556–557 End-users, 20, 32, 78–96 applications, 130–146 development, 497–500, 518 involvement, 468, 594 resistance, 468 ENIAC See Electronic Numerical Integrator and Computer Enterprise application integration, 276–278 Enterprise architects, 273–274 Enterprise business systems, 307–347 customer relationship management, 309–319 benefits, 315–317 contact management, 309 customer service, 312 defined, 309–314 failures, 316–317 marketing, 312 partner relationship management, 318 phases, 314–315 retention, 312 sales, 309–312 trends, 317–319 enterprise resource planning, 320–329 benefits, 324–327 challenges, 324–327 costs of, 324–326 decision support, 324 defined, 320–324 enterprise agility, 324 failures, 326–327 trends in, 327–329 supply chain management, 330–347 benefits, 338–340 challenges, 338–340 customers, relationship management, 342 defined, 330–335 electronic data interchange, 334–335 enterprise resource planning, 342 role of, 335–337 trends in, 340–342 Enterprise collaboration systems, 13–14, 281–283 collaborative work management tools, 283 electronic communication tools, 281 electronic conferencing tools, 281–282 information technology, 284 tools, 281–283 Enterprise computing, 78–96 Enterprise information, 438 Enterprise information portals, 230, 414–416 Enterprise knowledge portals, 416 Enterprise model, 189 Enterprise portals, 414–416 Enterprise resource planning, 11, 320–329, 342 benefits, 324–327 challenges, 324–327 costs of, 324–326 decision support, 324 defined, 320–324 enterprise agility, 324 failures, 326–327 trends in, 327–329 Entities measurements, 34 Entity relationship diagrams, 189 ERDs See Entity relationship diagrams Ergonomics, 553 Ethics, 20, 528–534, 570–571 business ethics, 528–532 ethical guidelines, 532–534 information technology, 20–21 technology ethics, 532 Evaluating hardware, 509–512 Evaluating information system services, 511–512 Evaluation of database structures, 187–188 Event notification, 359 Exception reports, 400 Executive information systems, 11, 15, 412–414, 438 features, 412–413 Executives, 588–589 Expert systems, 11, 15, 424–428, 438 External databases, 197 Extranets, 12, 232–234 role of, 262 Fact-based decision making, 391–392 Fault-tolerant systems, 567–568 FDM See Frequency division multiplexing Feasibility study, 486 Feedback, 29 Fiber optics, 246 667 Field, 178 Fifth-generation languages, 159 File, 181 File management, 150 File processing, 202 problems, 203–204 Financial management systems, 296–298 Financial perspective, 459 Financial planning, financial management system, 297 Financial reporting, 285–286 Firewall, 560 First-generation languages, 157 Flash drive, 111 Flat files, 181, 184 Floppy disks, 112 Foundation concepts, 2–75 Fourth-generation language, 159 Fraud detection, 411 Frequency division multiplexing, 252 Front-end toll, 168 Functional business systems, 284–305 financial management system, 298 Functional requirements, 492 Functions, 147–151 Funds transfer, electronic, 360–361 Fuzzy logic, 431–432 General ledger systems, 295 General-purpose application, 130 Genetic algorithms, 432–434 Geoeconomic challenges, 601–603 Geographic information systems, 405–407 Gigabytes, 109 Gigaflops, 90 Gigahertz, 94 GIS See Geographic information systems Global data access, 608–611 Global information technology, 598–620 management, 598 Global management, information technology, 579–620 applications, 604–605 architecture, 584–585 applications architecture, 584 data resources, 584 information technology organization, 585 technology platform, 584 core competencies, 591 cultural challenges, 602 development, 586–587 end-user involvement, 594 executives, 588–589 geoeconomic challenges, 601–603 global data access, 608–611 global information technology, 598–620 global management, 598–601 global systems development, 611–613 globalization, 591 governance, 594–597 information technology, management, 613 international dimension, 598 Internet, 607–608 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_sndx_663_678.indd Page 668 08/09/10 10:29 AM user-f497 668 ● /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Subject Index Global management—Cont Internet access, 610–611 management, 593–597 management involvement, 594 managing information technology, 580–583 managing user services, 589–590 offshoring, 591–592 operations, 587 outsourcing, 590–591 platforms, 606–608 political challenge, 602 process control, 587 resource management, 584 return on investment, 591 staff planning, 588 staffing levels, 591 strategy development, 584 systems development, 611–613 global business/information technology, 613 global information, technology, 613 information technology, 613 technology, 613 technology, 586–590, 604 technology architecture, 584 technology management, 589 time to market, 591 Global market penetration, 461 Global systems development, 611–613 Globalization, 522–523, 591, 599–600, 619–620 Goal-seeking analysis, 409 Governance, 594–597 Gradual conversion, 516 Graphical image file, 181 Graphical programming interfaces, 167 Graphical queries, 208 Graphical user interfaces, 147 Graphics tablet, 101 Grid computing, 92, 124–125 Groupware, 141–143 Hacking, 535–537 Hard disk drive, 113 Hardware, 77–127 computer system, 92–94 computer processing speeds, 94 control, 93 input, 93 output, 93 processing, 93 storage technologies, 93 end users, 78–96 enterprise computing, 78–96 evaluation of, 518 history of computer hardware, 78–82 mainframe computer system, 89–92 next wave of computing, 92 supercomputer systems, 90–91 microcomputer system, 83–87 computer terminals, 85–86 connectivity, 85 information appliances, 86–87 network computers, 86 personal digital assistants, 86 security-equipped, 85 midrange system, 87–89 Moore’s law, 94–96 peripherals, 97–127 binary number, 109 business applications, 115 computer storage fundamentals, 108–109 computer systems, 119 digital cameras, 105 direct access, 109–110 electronic mouse, 97 inkjet printers, 107 input technologies, 97–106 laser printers, 107 liquid crystal displays, 106 magnetic disks, 112–113 magnetic ink character recognition, 105 magnetic tape, 113 natural user’s interface, 97 optical character recognition, 103 optical disks, 113–115 optical scanning, 103–105 output technologies, 106–107 pen-based computing, 100–101 peripheral devices, 119 pointing devices, 97–100 pointing stick, 97 predictions for future, 118–119 printed output, 106–107 radio frequency identification, 115–118 RAID storage, 113 RAM, random-access memory, 110 read-only memory, 111 redundant array of independent disks, 113 RFID privacy issues, 116–118 semiconductor memory, 110–111 smart cards, 105 speech recognition systems, 101–103 storage trade-offs, 107–110 touch pad, 97 touch screens, 100 trackball, 97 types of magnetic disks, 112–113 video monitors, 106 video output, 106 wands, 104 types of computer system, 82–83 Hardware evaluation factors, 510–511 Hardware resources, 32 Health Insurance Portability and Accountability Act, 549, 556 Health issues, 553 ergonomics, 553 Hercules, 80 Hierarchial model, 183 Hierarchical structure, 184 High-level languages, 158 HIPAA See Health Insurance Portability and Accountability Act History file, 181 History of computer hardware, 78–82 Hospitals, voice recognition, 98–99 HTML, 161 Human factors engineering, 553 Human factors feasibility, 489 Human resource management, financial management system, 298 Human resource systems, 292–294 corporate intranets, 292–294 Internet, 292 Hypermedia databases, 197–199 Identifying, 459–461 Implementation activities, 469–480, 512–517 data conversion, 512–513 direct conversion, 514–515 documentation, 513–514 system conversion, 514 testing, 512 training, 514 Individuality, 552–553 Inference engine, 425 Information, 34 data, contrasted, 34 Information appliances, 83, 86–87 Information products, 35 Information quality, 390–394 Information technology, 27–28, 45–269, 284, 447–480 alliance strategies, 50 applications architecture, 458 architecture, 457–459, 584 asset management, 79–80 backlogged project, 524–525 balanced scorecard, 458–459 business application planning, 461–463 business model, 455–457 as business partner, 74–75 business process perspectives, 459 challenges of, 575–576 change management, 469–473 competitive advantage, 453–455 cost leadership strategy, 49 customer-focused business, 54–56, 68 customers, perspective, 459 data resources, 458 differentiation strategies, 50 e-business architecture planning, 463 effectiveness of, 17 efficiency improvements, 460 end-user involvement, 468 end-user resistance, 468 ethical issues, 528–554 financial perspective, 459 global market penetration, 461 growth perspective, 459 identifying, 459–461 implementation, 469–480 information technology, strategic uses of, 68 information technology planning, 474 change, implementing, 474 innovation strategies, 50 knowledge-creating company, 66, 68 knowledge management system, 66–67 obr76817_sndx_663_678.indd Page 669 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles Subject Index ● leverage investment, 52 nonprofit organizations, 459 organization, 458 organizational planning, 448, 474 planning, 448–463, 474 change, implementing, 474 processes, 43–44 product transformation, 461 reengineering business processes, 58–62, 68 resource management, 458 risks, 47–48 role of information technology, 58–62 scenario, 448–453 scorecard, 459 security, 528–578 small business, 41–42 societal challenges, 528–554 staff planning, 588 for strategic advantage, 58–75 strategic development, 457–458 strategic information system, 56–57 strategic information technology, 46 competitive forces, 46–50 competitive strategy, 46–50 strategic initiatives, 50–54 strategic uses, information technology, 58 strategic uses of, 68 SWOT analysis, 453–455 technology architecture, 458 technology platform, 458 value chain system, 56–57 virtual company, 64–65, 68 Inkjet printers, 107 Innovation strategies, 50 Input of data resources, 35 Input technologies, 97–106 Inquiry processing, in transaction processing cycle, 281 Instant messaging, 137–138 Integrated packages, 135–136 Intellectual property theft, 541 Intelligent agents, 436–47, 436–437 Intelligent terminals, 85 Inter-network processors, 252 Interactive marketing, 284–288 Interenterprise information systems, 64 Interface, 29 International dimension, 598 Internet, 225–229, 292, 607–608 access, 610–611 applications, 226 business use, 227–228 business value, 228–229 Internet service providers, 225–226 ISP, 225 TCP/IP, 257–259 Internet access, 610 Internet networking technologies, 222 Internet revolution, 262 Internet service provider, 225 Internet telephony, 258 Intranets, 12, 229–232 business management, 231 business value, 229–232 collaboration, communications, 230 portal management, 231 role of, 262 Web publishing, 230–231 Inventory control, 295 Inventory file, 181 ISP, 225 IT See Information technology Java, 164 Join operation, 185 Kilobytes, 109 Knowledge discovery, 410 engineer, 429 engineering, 429–430 management system, 15, 66–67, 416–417 Knowledge base, 425 Knowledge-based systems, 11 Knowledge-creating company, 66, 68 Knowledge portals, 438 Knowledge workers, 32 Language processors, 167 Language translator, 167 LANs See Local area networks Laser printers, 107 Legacy systems, 242 Legal feasibility, 489 Leverage investment, information technology, 52 Limitations of expert systems, 426–428 Linux, 153 Liquid crystal displays, 101, 106 Local area networks, 239 Logical model, 491 Loyalty programs, 312 Mac OS X, 154–155 Machine control, 292 Machine languages, 157 Magnetic disks, 112–113 Magnetic ink character recognition, 105 Magnetic stripe, 105 Magnetic tape, 113 Mainframe computer systems, 89–92 next wave of computing, 92 supercomputer system, 90–91 Mainframe systems, 83, 89 Management, 593–597 Management challenges, 526–620 Management information systems, 10, 15, 400–401, 438 Management involvement, 594 Management reporting, 400–401 Management support systems, 14–15 Managerial challenges, information technology, 16–25 Managers, prospects for, 23 Managing information technology, 580–583 Managing user services, 589–590 669 Manufacturing, financial management system, 298 Manufacturing execution systems, 292 Manufacturing systems, 290–292 computer-integrated manufacturing, 291–292 automation, 291 integration, 291 Market-maker companies, 375 Marketing, 312 financial management system, 298 Marketing systems, 284–290 interactive marketing, 284–288 sales force automation, 289–290 targeted marketing, 288–289 Media, 33, 235 Medical information technology, 194–195 Medicine, videoconferencing, 236–237 Megabytes, 109 Metadata depository, 188 Metcalfe’s law, 218–221 Metropolitan area network, 238–239 Microcomputer systems, 83–87 computer terminals, 85–86 connectivity, 85 information appliances, 86–87 network computers, 86 personal digital assistants, 86 security-equipped, 85 Microcomputers, 83 Microsoft Windows, 126, 151–152 Microsoft Windows Mail, 137 Microsoft Windows NT, 151 Microsoft Windows Server, 151 Microsoft Windows XP, 151 Middleware, 157, 222 Midrange systems, 83, 87–89 Million instructions per second, 94 Milliseconds, 94 Minisupercomputers, 90 MIPS See Million instructions per second MIS See Management information systems Mnemonics, 158 Mobile phones, 351–352 Modems, 251–252 Modularity, 501 Moore’s law, 94–96, 118 Multidimensional models, 183, 185 Multidimensional structure, 185 Multiplexers, 252–253 division multiplexing, 252 Multiprogramming, 151 Multitasking, 151 Nanosecond, 94 Natural interfaces, 423 Natural queries, 208 Natural user’s interface, 97 Network alternatives, 262 Network architectures, 255 Network computing, 86, 242–243 Network interoperability, 261 Network management, 253–254 Network models, 183, 235–238 Network operating system, 239 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_sndx_663_678.indd Page 670 08/09/10 10:29 AM user-f497 670 ● /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Subject Index Network protocols, 255 Network resources, 34 Network servers, 83, 239 Network sniffers, 361 Network structure, 184 Network topologies, 254–255 Networked enterprise, 218–234 Networks, 218–234 digital network technologies, 221 Metcalfe’s law, 218–221 Neural networks, 430–432 The New York Times, 27–28, 39, 192, 539, 541 Next wave of computing, 92 Nonprocedural languages, 159 Nonprofit organizations, 459 Object-oriented analysis, 485, 501 Object-oriented design, 501–502 Object-oriented languages, 160 Object-oriented models, 183, 185 Object-oriented programming, 501 Object-oriented systems, 501 Object-oriented structure, 185–187 Offshoring, 591–592 OLAP See Online analytical processing Online accounting systems, 295–296 Online analytical processing, 401–407, 438 examples, 402–405 Online devices, 97 Online HRM systems, 292 OOA See Object-oriented analysis OOD See Object-oriented design OOP See Object-oriented programming Open-source applications, 148–149 Open-source software, 133, 153–154 Open systems, 222 interconnection, 255 OpenOffice.org 3, 154 Operating systems, 147–156 application virtualization, 155–156 file management, 150 functions, 147–151 Linux, 153 Mac OS X, 154–155 Microsoft Windows, 151–152 Microsoft Windows NT, 151 Microsoft Windows Server, 151 Microsoft Windows XP, 151 open-source software, 153–154 OpenOffice.org 3, 154 resource management, 150 task management, 150–151 UNIX, 153 user interface, 147 Operational databases, 193 Operational feasibility, 487 Operations, 587 Operations support systems, 13–14 Optical character recognition, 103 Optical disks, 113–115 Optical scanning, 103–105 Optimization analysis, 409–410 Order processing, 295 Organic search, 371 Organizational analysis, 490 Organizational planning, 448, 474 Organizational redesign, 58 OSI model, 255–257 application layer, 257 data link layer, 256 network layer, 256 physical layer, 256 presentation layer, 257 session layer, 257 transport layer, 256 Output, 26, 35, 93 information products, 35–36 technologies, 106–107 Outsourcing, 586, 590–591 Packet switching, 260 Pager systems, 248 Parallel conversion, 515 Parallel processing architectures, 90 Partner relationship management, 318 Password, 565 Payment processes, Web, 360 Payroll, 295 Payroll file, 181 PC Magazine, 42 PCS systems, 248 PCS telephones, 248 Peer-to-peer networking, 243–244 Pen-based computing, 100–101 People resources, 32 Perfective maintenance, 516 Periodic scheduled reports, 400 Peripherals, 97–127 binary number, 109 business applications, 115 computer storage fundamentals, 108–109 computer system, 119 digital cameras, 105 direct access, 109–110 electronic mouse, 97 inkjet printers, 107 input technologies, 97–106 laser printers, 107 liquid crystal displays, 106 magnetic disks, 112–113 magnetic ink character recognition, 105 magnetic tape, 113 natural user’s interface, 97 optical character recognition, 103 optical disks, 113–115 optical scanning, 103–105 output technologies, 106–107 pen-based computing, 100–101 peripheral devices, 119 pointing devices, 97–100 pointing stick, 97 predictions for future, 118–119 printed output, 106–107 radio frequency identification, 115–118 RAID storage, 113 RAM, random-access memory, 110 read-only memory, 111 redundant array of independent disks, 113 RFID privacy issues, 116–118 semiconductor memory, 110–111 sequential access, 109–110 smart cards, 105 speech recognition system, 101–103 storage trade-offs, 107–110 touch pad, 97 touch screens, 100 trackball, 97 types of magnetic disks, 112–113 video monitors, 106 video output, 106 wands, 104 Personal digital assistants, 86 Personal information managers, 141 Personalizing e-commerce, 356 Petabyte, 109 Phased conversion, 516 Phased cutover, 515 Picosecond, 94 Pilot conversion, 515–516 Platforms, 606–608 Pointing devices, 97–100 Pointing stick, 97 Political challenge, 602 Political feasibility, 489 Polymorphism, 501 Postimplementation activities, 516 maintenance phase, 516 review, 516–517 Precompiled binary, 153 Predictions for future, 118–119 Preemptive multitasking, 151 Present system, analysis of, 490–491 Presentation graphics, 140–141 software, 140 Preventive maintenance, 516 Primary storage unit, 93 Printed output, 106–107 Privacy issues, 546–549 censorship, 550 computer libel, 550 computer matching, 548 libel, 550 privacy laws, 548–549 privacy on Internet, 547–548 right to privacy, 546 Procedures, 33 Process control, 14, 292, 587 Process of project management, 507 Process teams, 58 Processing of data into information, 35 Processing speeds, 94 Product placement, 411 Product transformation, 461 Production databases, 193 Profiling, 356 Programming language, 157 translators, 167 Project management, 507–509 Protocol, 255 Prototypes, 493, 517 Prototyping, 493–495 Public Wi-Fi, 268–269 Push reporting, 400–401 obr76817_sndx_663_678.indd Page 671 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles Subject Index ● Radio frequency identification, 115–118 privacy issues, 116–118 RAID See Redundant array of independent disks Raise barriers to entry, 52 Random-access memory, 110 Read-only memory, 110–111 Real-time systems, 14, 279 Recognizing information systems, 36 information system framework, business professionals, 36 information system model, 37 information system resource, 37 information systems, business roles, 37 Records, 178–181 Redundant array of independent disks, 113 storage, 113 Reengineering business processes, 58–62, 68 Relational models, 183–184 Relational operations, 185 Relational structure, 184 Reliability, 367–368 Report generation, 280 Report generator, 206 Reporting alternatives, 400 Resource management, 150, 458, 584 Responsible end user, 20 Retention, 312 Retirement, CIO’s, 617–618 Return on investment, 591 RFID See Radio frequency identification Robotics, 423 Role of e-business, 12–13 Role of information technology, 58–62 Roles of information systems, ROM See Read-only memory SADB See Subject area databases Sales, 309–312 Sales force automation, 289–290 automation system, 284 Sarbanes-Oxley Act, 549 Science, 479–480 Scorecard, 459 Search engine optimization, 370 Search management, 356 Second-generation languages, 158 Secondary storage, 93 Securities trading, 72–73 Security, 556–557 e-commerce, 356 Security codes, 565 Security-equipped, 85 Security management, 555–578 auditing information technology security, 570 backup files, 565–566 biometric security, 566–567 computer failure controls, 567 disaster recovery, 569 ethical responsibilities, 570–571 fault-tolerant system, 567–568 information system controls, 569–570 inter-networked security defenses, 558–565 denial of service attacks, 561–562 e-mail monitoring, 563 encryption, 559–560 firewalls, 560–561 virus defenses, 563–565 security codes, 565 security monitors, 566 system control, 569–570 tools of security management, 555–558 Security monitors, 566 Security of network, 254 Self-managed networks, 266–267 Semantics, 158 Semiconductor memory, 110–111 Sensitivity analysis, 408–409 Sequential access, 109 Service transformation, 461 Single cutover, 515 The Singularity Is Near, 118 Skype, 258–259 Sliding, 402 Small-to-medium enterprise, application software, 173–174 Smart cards, 105 Smart shelf test, 116 Smartphones, 59–60 Social contract theory, 531 Social networks, 351–352 Software, 129–176, 509–512 application software, 130–146 application service providers, 143–144 blogs, 137 business application software, 134–135 cloud computing, 145 desktop publishing, 138–139 electronic mail, 137–138 electronic spreadsheets, 139–140 groupware, 141–143 instant messaging, 137–138 integrated packages, 135–136 open-source software, 133 personal information managers, 141 presentation graphics, 140–141 software alternatives, 143–146 software licensing, 145–146 software suites, 135–136 system software, 130 types of software, 130 Web browsers, 136–137 Web publishing, 137 Weblogs, 137–138 word processing, 138–139 evaluation factors, 511 evaluation of, 518 operating system application virtualization, 155–156 file management, 150 functions, 147–151 Linux, 153 Mac OS X, 154–155 Microsoft Windows, 151–152 Microsoft Windows NT, 151 Microsoft Windows Server, 151 671 Microsoft Windows XP, 151 open-source software, 153–154 OpenOffice.org 3, 154 resource management, 150 task management, 150–151 UNIX, 153 user interface, 147 programming languages, 157–161 assembler languages, 158 fourth-generation languages, 159–160 high-level languages, 158–159 machine languages, 157–158 object-oriented languages, 160–161 programming software, 167–168 assemblers, 167 compilers, 167 interpreters, 167 language translator programs, 167 programming tools, 167–168 application software, 168 programming languages, 168 programming tools, 167 software, 168 system software, 168 as service, 131–132 system management programs, 156–157 application servers, 157 performance monitors, 157 security monitors, 157 system software, 147–176 operating systems, 147–156 Web languages/services, 161–166 HTML, 161–162 Java, 164–165 NET, 164–165 SOAP, 166 UDDI, 166 XML, 162–163 Software alternatives, 143–146 Software evaluation factors, 511 Software interface, 147 Software licensing, 145–146 Software piracy, 540–541 Software resources, 33, 425 Software suites, 135–136 Software upgrades, 504–505 Source documents, 35, 97 Spamming, 550 Speech recognition, 101 system, 101–103 technology, 99 Spreadsheet packages, 139 Spyware, 544–546 SQL queries, 206 Staff planning, 588 Staffing, levels, 591 Storage capacities, 109 of data resources, 36 technologies, 93, 97–127 trade-offs, 107–110 Stores, virtual, 419–420 Strategic development, 457–458 Strategic information systems, 11, 15, 46, 56–57 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 obr76817_sndx_663_678.indd Page 672 08/09/10 10:29 AM user-f497 672 ● /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 Subject Index Strategic information technology, 46 competitive forces, 46–50 competitive strategy, 46–50 Strategic initiatives, 50–54 Strategic planning, 448, 477–478 Strategic uses, information technology, 58 Strategy, development, 584 Structured query language, 206 Subject area databases, 193 Supercomputers, 90–91 Supply chain management, 330–347 benefits, 338–340 challenges, 338–340 customers, relationship management, 342 defined, 330–335 electronic data interchange, 334–335 enterprise resource planning, 342 role of, 335–337 trends in, 340–342 Support of business decision making, 8–9 Support of business processes, operations, Survey analysis, 411 Switching alternatives, 260–261 Switching costs, 52 SWOT analysis, 453–455 System security monitors, 566 software, 147 specifications, 497 testing, 512 System characteristics, 29–31 System control, 569–570 System conversion, 514 System software, 130, 147–176 System specifications, 497 Systems analysis, 489–492 analysis of present system, 490–491 design, 485 functional requirements analysis, 492 logical analysis, 491–492 organizational analysis, 490 Systems design, 492–497 prototypes, 493 prototyping, 493 prototyping process, 493–495 system specifications, 497 systems design, 492 user interface design, 495–497 Systems development, 611–613 information technology, 613 management, 613 technology, 613 Systems development life cycle, 485, 517 economic feasibility, 487–488 feasibility studies, 486–487 human factors feasibility, 489 legal/political feasibility, 489 operational feasibility, 487 systems investigation stage, 485 technical feasibility, 488–489 Systems functions, 26 Systems integrators, 586 Systems investigation, 485 Systems maintenance, 516 Systems thinking, 482 Tables, 184 Tablet PCs, 101 Tactical management, 390 Tangible benefits, 488 Targeted marketing, 288–289 Task management, 150–151 TCP IP, 257 TDF See Transborder data flows Technical feasibility, 488 Technology, 586–590, 604 Technology architecture, 458 Technology ethics, 532 Technology management, 589 Technology platform, 458 Telecommunications, 221, 235–269 channels, 235 control software, 235 media, 245 monitors, 253 network, 235 processors, 251 software, 253 Telecommunications network, 221–224, 235–269 alternatives, 262 analog signals, 244–245 architectures, 255 bandwidth alternatives, 260 business application trends, 223 business value of, 224–225 business value of Internet, 262 client/server networks, 241–242 clients, 241 computers, 242 computing, 242–243 digital signals, 244–245 downsizing, 242 extranets, role of, 262 industry trends, 221–222 Internet2, 223–224 Internet, TCP/IP, 257–259 Internet revolution, 262 interoperability, 261 Intranets, role of, 262 local area networks, 239 metropolitan area network, 238–239 operating system, 239 OSI model, 255–257 application layer, 257 data link layer, 256 network layer, 256 physical layer, 256 presentation layer, 257 session layer, 257 transport layer, 256 peer-to-peer networks, 243–244 protocols, 255 server, 239 switching alternatives, 260–261 technology trends, 222–223 telecommunications media, 245 telecommunications networks, 262 telecommunications processors, 251–253 inter-network processors, 252 modems, 251–252 multiplexers, 252–253 telecommunications software, 253–254 capacity planning, 254 network management, 253–254 network monitoring, 254 security, 254 traffic management, 254 telecommunications trends, 261–262 topologies, 254–255 Transmission Control Protocol/Internet Protocol, 257 types, 238–244 virtual private networks, 239–241 voice over IP, 258–259 wide area networks, 238 wired technologies, 246–247 coaxial cable, 246 fiber optics, 246 twisted-pair wire, 246 WiMax, 247 wireless technologies, 247–251 Bluetooth, 249 cellular systems, 248 cellular telephones, 248 communications satellites, 247–248 PCS systems, 248 terrestrial microwave, 247 wireless LANs, 249 wireless Web, 249–251 Telecommunications processors, 235, 251–253 inter-network processors, 252 modems, 251–252 multiplexers, 252–253 Telecommunications software, 253–254 capacity planning, 254 network management, 253–254 network monitoring, 254 security, 254 traffic management, 254 Telecommunications trends, 261–262 Telepresence, 219–220, 302–303 collaboration, 302–303 Teleprocessing monitors, 253 Templates, 140 Terabytes, 109 Teraflops, 90, 94 Terrestrial microwave, 247 Testing, 512 Testing radio frequency identification technology, 117 Theft of intellectual property, 541–542 Thin clients, 242 Third-generation languages, 158 Third-generation wireless technologies, 249 Throughput, 94 Time slices, 151 Time to market, 591 Timesharing, 151 Touch pad, 97 Touch screens, 100, 126–127 TP monitors See Teleprocessing monitors Trackball, 97 Trackpoint, 97 Trading, e-commerce, 359 Trading securities, 72–73 Traditional file processing, 202–204 obr76817_sndx_663_678.indd Page 673 08/09/10 10:29 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles Subject Index ● Traffic management, 254 Training, 514 Transaction databases, 193 Transaction processing, 14, 278–281 cycle, 280–281 financial management system, 298 transaction processing cycle, 280–281 in transaction processing cycle, 280 Transaction terminals, 86 Transborder data flows, 609 Translators, programming language, 167 Transmission Control Protocol/Internet Protocol, 257 Transnational strategy, 603 Trends in information systems, 10–12 Twisted-pair wire, 246 Types of computer systems, 82–83 Types of databases, 193–199 distributed databases, 193–197 duplication, 197 external databases, 197 hypermedia databases, 197–199 operational databases, 193 Types of information systems, 13–16 Types of magnetic disks, 112–113 Types of software, 130 Unauthorized use, 538–540 UNIVAC I See Universal Automatic Calculator Universal Automatic Calculator, 81 Universal clients, 137 Universal Product Code, 104 UNIX, 153 UPC See Universal Product Code Upper case tools, 168 Use of decision support systems, 407–412 User interface, 35, 147 design, 495 User interface design, 495–497 User services, 589 Value, online exchange, 12 Value-added carriers, 260 Value chain, 56–57 Video monitors, 106 Video output, 106 Videoconferencing, 236–237 Virtual company, 64–65, 68 Virtual corporation, 64 Virtual organization, 64 Virtual private networks, 239–241 Virtual products, 419–420 Virtual reality, 434–436 Virtual team, 13 Virtual world, 283 Virtualization, 483–484 Voice over IP, 258–259 Voice recognition, 97 in hospitals, 98–99 Voice response, 105 VoIP, 258 Volatility, 110 VR applications, 434–436 The Wall Street Journal, 182, 576 Wands, 104 WANs See Wide area networks Web browsers, 136–137 Web languages/services, NET, 164–165 Web publishing, 137, 162, 230–231 Web services, 165 Web store requirements, 369 customers, 370–372 developing, 369–370 managing, 372–373 Weblogs, 137–138 What-if analysis, 407–408 673 Wi-Fi, 268–269 public, 268–269 Wide area networks, 238 WiMax, 247 Windows, 126, 151–152 Windows Mail, 137 Windows NT, 151 Windows Server, 151 Windows XP, 151 Wired technologies, 246–247 coaxial cable, 246 fiber optics, 246 twisted-pair wire, 246 WiMax, 247 Wireless application protocol, 249 Wireless LANs, 249 Wireless technologies, 223, 247–251 Bluetooth, 249 cellular system, 248 cellular telephones, 248 communications satellites, 247–248 PCS system, 248 terrestrial microwave, 247 wireless LANs, 249 wireless Web, 249–251 Wireless Web, 249–251 Wirth’s law, 96 Word processing, 138–139 WordPerfect, 138 Workflow management, 358–359 Workstation computers, 83 World Wide Web, 13, 87, 102, 139–141, 193, 197, 204, 209, 222–223, 225– 226, 230, 272, 279, 292, 350, 373, 437, 546, 607, 611 Worms, 542–544 XML, 162, 175–176 YouTube, 127, 182, 237, 351 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 This page intentionally left blank obr76817_es.indd Page 08/09/10 10:28 AM user-f497 /Volumes/208/MHBR180/obr76817_disk1of1/0073376817/obr76817_pagefiles List of Real World Cases Management Information Systems, Tenth Edition f1f374da 5941a3 9812 c7a6fb3 282 f2aa6a2a 9df0f3 8b9e 4f5 e5d7 911d0a231 81 a0d857e 97e4fbb597 d7476 8cfd8faa 0ae64a d5f0fc205ff3 96a1e0 c0e3 8b0 f43 bb79 b6c3f2 3b5 df0 f74 9f7 d5bbad43 7460 09ab8 f6ff04 8349 c7d3e64 c69 bcfe7 a06427 f7d2 b31 b305 2a04e3 e61 c8b4 7c4 35b9 333a6 cd6 d029 26ef4c2 f0e 420b4 9f081 c4 f5f9180 7f8 8258 f3 f9a15a3 2ce 28104 e878e 4c1 0512 3c4e f92 48ada c3 f12e2 4da7 f9c211 d1d8 7bc45a6ae 68c0 0364a 2f3 f53 b0ac982 f755 52732 5c4 13 9783c4c7 cba c8 f5896 b7 c194e 7e77a bdf7cc3 c177a2 dcded0 098 b4e05 9c7 bb5 db0b09bb91 cb0a9aa 0b81 87ee cc7 1c1 16ff8a1 b3151a 9c3 e5923 d3fb1e f51a0 d b1b5 c751 2398ff1a 0e929 5f7 2e7b8d74 0c7 f78 c48 d2 f70b5dc7002a 1a0735a 3b 8dd4 d7b8 451b6c3a 83c183 c3763 494 c5d861cbfd0eac441 f3cbba f5502 7627 de dbb3 7b2 c5ae5 d9eb 615 c5b8 3a17dcfd992 50e6 c4a86 f0 f6d1b03 88c128e d6023 df93 b711 51b6 4cfb1 065 c76cb5 f5f469a3 4fc6c5 2d4a9 2f2 35a8ff93 e6f066ad 3ddc7c9 38a02 f4fb c8f724b3c8 7b19 2ac8 3c5 cda8 0c4 6cd6998 c82 5a7f3ce4 00 d54f00d7 3217 4dd77c0 0aa82 db50ae 365a0fb4 239ae f77 f7d7ed f0bc26a6 2ab6 e42d34 d2dded 41d0 51c2223 fa2b6a 8cc924 3255 d39e6 6fb746 b5f0adaf8eb3a 758b3 d1d7 1ab9 d318 9d60 75b1 f6e b25 d8a5b72c7e209 5faa1e 4a63 f3941 877e d2050a0 b7a4 686a16 43d7 89f3dcff2068 5a0904 7c7a 1931 286dcf703 c7acfd9 6aa7c4a1 d158 0ac8a 41be 1df9c3 c39 923 b32e7 2694e 1b24 37e59 d79 5e39e9 0c4 1b3a23 b183 f2e2 28b00bc224 674c6d9 991 c48 f706 dd08 f36 cc5a798 f49 9e0a6d e12249 c58a5 c17 d960 d5 f077 153fcd6 2d6 b18b4ddc04 cb3c7 0dbf2ae3 d854 5f8 bdc26837 6190 d717 fc2 7c4 0283 9d2a6 8992ae 5b5a4 642 c180 3090 f602 35f2e8b 2fc9e e07fe91d68a0 c222e d1 c2435 1b27 ceaa8 34020 e3c346 f09d2b82 6f6 3e4d dbd2 b90 c0d4478e 91eb 8652 c3b02bb6e4 b7fc7e43 0e30 b5f5f0 95e8 be869 ec1 81a8c1 c84 8076 78114 9fc52ab34cf9 f0d2 79fd9df650 863fd1dfc3 c8 f9b837d7 daa7a826fb df20 269a b5f421b71c88fb157e bc2527 c70 b8de 9df485 d8a76 b953 6b4ba f362 396 c600 c6a84 0db7d5 c91 bdfe cce9c3f0 e7f19c1 bb8 900 d30df91a dcad7 bc327 f7f5b2a4 3d99 c8a6 9dd6ab12 89b7 d9 c38 f8bc17 bb98 227 c8da1 215 02f02 d758 95ac8594 f14 6891 da1d6 d609 5f5 d0a2a 9b9 c479e d7a68 f0 f9 c0258 b 1e0b72 e2de 5e6db42 f651 c48 951e4e e736 70d1 b6b93874 6bb0835e 4c0 4eae2 dc 0f3e2 83b7 8e61aa9a 39d9 cf7b1a 0f4 7ab00 7acda74fc4d54f2f6 e897e 7b73 c39 fe3c5 f23 9e708 8d0 fe672 e6df1 cc38a 8502a 2b3 f2a0 be9c12e1 b8a97 b1aa1b2e bbf1 5559 d971 07e97 745bbd4 074 f556 37ab1 7a98 f6d5 68ee2 e71b05d3 de32 c18 CHAPTER FOUNDATIONS OF INFORMATION SYSTEMS IN BUSINESS • eCourier, Cablecom, and Bryan Cave: Delivering Value through Business Intelligence • The New York Times and Boston Scientific: Two Different Ways of Innovating with Information Technology • Sew What? Inc.: The Role of Information Technology in Small Business Success • JetBlue and the Veterans Administration: The Critical Importance of IT Processes CHAPTER ENTERPRISE BUSINESS SYSTEMS • Dow Corning and DirecTV: CRM Goes Mobile • Kennametal, Haworth, Dana Holding, and Others: ERPs Get a Second Lease on Life • Cisco Systems, Black & Decker, and O’Reilly Auto Parts: Adapting Supply Chains to Tough Times • NetSuite Inc., Berlin Packaging, Churchill Downs, and Others: The Secret to CRM Is in the Data CHAPTER COMPETING WITH INFORMATION TECHNOLOGY • How to Win Friends and Influence Business People: Quantify IT Risks and Value • For Companies Both Big and Small: Running a Business on Smartphones • Wachovia and Others: Trading Securities at the Speed of Light • IT Leaders: Reinventing IT as a Strategic Business Partner CHAPTER e-COMMERCE SYSTEMS • Sony, 1-800-Flowers, Starbucks, and Others: Social Networks, Mobile Phones, and the Future of Shopping • LinkedIn, Umbria, Mattel, and Others: Driving the “Buzz” on the Web • Entellium, Digg, Peerflix, Zappos, and Jigsaw: Success for Second Movers in e-Commerce • KitchenAid and the Royal Bank of Canada: Do You Let Your Brand Go Online All by Itself? CHAPTER COMPUTER HARDWARE • AstraZeneca, UnitedHealth, and Others: IT Asset Management—Do You Know What You’ve Got? • IT in Health Care: Voice Recognition Tools Make Rounds at Hospitals • IBM, Wachovia, and PayPal: Grid Computing Makes It Easier and Cheaper • Apple, Microsoft, IBM, and Others: The Touch Screen Comes of Age CHAPTER 10 SUPPORTING DECISION MAKING • Valero Energy, Elkay Manufacturing J&J, and Overstock.Com: The Move Toward Fact-Based Decision Making • Kimberly-Clark Corp.: Shopping for Virtual Products in Virtual Stores • Goodyear, JEA, OSUMC, and Monsanto: Cool Technologies Driving Competitive Advantage • Hillman Group, Avnet, and Quaker Chemical: Process Transformation through Business Intelligence Deployments CHAPTER COMPUTER SOFTWARE • GE, H.B Fuller Co., and Others: Successful Implementations of Softwareas-a-Service • U.S Department of Defense: Enlisting Open-Source Applications • Wolf Peak International: Failure and Success in Application Software for the Small-to-Medium Enterprise • Power Distribution and Law Enforcement: Reaping the Benefits of Sharing Data through XML CHAPTER 11 DEVELOPING BUSINESS/IT STRATEGIES • IT Leaders: IT/Business Alignment Takes on a Whole New Meaning • Centene, Flowserve, and Shaw Industries: Relationships, Collaboration, and Project Success • Forrester, NMSU, Exante Financial Services, and Others: Getting Real about Strategic Planning • Blue Cross and Blue Shield, and Others: Understanding the Science behind Change CHAPTER DATA RESOURCE MANAGEMENT • Beyond Street Smarts: Data-Driven Crime Fighting • Duke University Health System, Beth Israel Deaconess Medical Center, and Others: Medical IT Is Getting Personal • Cogent Communications, Intel, and Others: Mergers Go More Smoothly When Your Data Are Ready • Applebee’s, Travelocity, and Others: Data Mining for Business Decisions CHAPTER 12 DEVELOPING BUSINESS/IT SOLUTIONS • Microsoft, SiCortex, and Others: How Virtualization Helps Software Developers • JetBlue Airways, WestJet Airlines, and Others: The Difficult Path to Software Upgrades • PayPal: Going Global All Languages at a Time • Queen’s Medical Center, National Public Radio, Worldspan, and Others: Your IT Project Has Been Backlogged CHAPTER TELECOMMUNICATIONS AND NETWORKS • DLA Piper, PepsiCo, and Others: Telepresence Is Finally Coming of Age • Brain Saving Technologies, Inc and the T-Health Institute: Medicine through Videoconferencing • Metric & Multistandard Components Corp.: The Business Value of a Secure Self-Managed Network for a Small-to-Medium Business • Starbucks and Others: The Future of Public Wi-Fi CHAPTER 13 SECURITY AND ETHICAL CHALLENGES • Texas Health Resources and Intel: Ethics, IT, and Compliance • Wyoming Medical Center, Los Angeles County, and Raymond James: End-Point Security Gets Complicated • Ethics, Moral Dilemmas, and Tough Decisions: The Many Challenges of Working in IT • Raymond James Financial, BCD Travel, HoustonTexans, and Others: Worrying about What Goes Out, Not What Comes In CHAPTER e-BUSINESS SYSTEMS • Toyota Europe, Campbell Soup Company, Sony Pictures, and W.W Grainger: Making the Case for Enterprise Architects • Nationwide Insurance: Unified Financial Reporting and “One Version of the Truth” • Cisco Systems: Telepresence and the Future of Collaboration • OHSU, Sony, Novartis, and Others: Strategic Information Systems— It’s HR’s Turn CHAPTER 14 ENTERPRISE AND GLOBAL MANAGEMENT OF INFORMATION TECHNOLOGY • Reinventing IT at BP • Cadbury, Forrester Research, A.T Kearney, and Others: IT Leaders Face New Challenges in a Globalized World • Toyota, Procter & Gamble, Hess Corporation, and Others: Retiring CIOs and the Need for Succession Planning • Reinsurance Group of America and Fonterra: Going for Unified Global Operations ISBN: 0073376817 Author: James A O’Brien, George M Marakas Title: Management Information Systems Front or back endsheets Color: Pages: 2,3