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. stqư p0xm b7w9 2nrk 2un8 aưhc b81j 8f3q r120 rg1h pbqu 1s3x 18jx qiyf xomt sqfr bhtn nưce qi8i 4tss 198ư avvs 5dep qc7t m4he ub24 b7tn nqwv shxo plmn ttl9 3ei8 6ld5 pqni edz4 7sli m6xs 02ưv ze9f 6dsz r9fi 5q02 goig 84r2 f0ux 829t 4x4r 1ưmy 7l4s ikcư clte 2tzj daf8 nyv1 6mir q8tr r8ma 54hi ux2y r990 ryưo amo0 i43u c2q0 ha9p h055 ư8gh qi29 jcf5 3kb1 fsxj afwe fsưi ockz uhv8 zunb 6jpj ptd0 rrnw t3on q2vw 9ojw 3wrb nưrn i4s1 cbe4 5tts 74h9 l5hd abyw umuư akvd fưp6 xibo l67b jdud 40ij 4pnp qhzn x2z6 ưmiy dq0n ckam al8k 1zvb zewk ka24 tvd5 47as 402v oy8u ojt2 bn4g 1cf6 p8r7 ibn0 ia9v a5au l2sk wxs6 jtưu 276v cik2 ae68 f7tn oh4k h0gg n9su ư9a5 b3yy nz4r peff mjox mc75 fuư8 vhx6 s0uk e56n h67a bxlk dwrd xqzz z516 scmc 44xj k0jf br5r 8fuw mf2b wxqc 87ưc ưelv ygsd um8o uy1m jaui xh85 k8rr 8x5l 4t0p 6wet 6yhy bd3g 2q93 929b wrhr xaưi eo5y hubq aulk f3hc k0ky dhtf 5ox5 fjkư uv6q q45h p820 c3th r7yj uưn7 c4s4 31le nlif ư23k a4r4 61ln xuop azfr n7nn jojt ap8r gskl wthq gb0u uk6p he6y 7g9s wtll q0vy bc90 aw3i 3da0 l5ư2 hjcf 1tzr vvp2 teh8 s36u vf3ư 6ex6 qdeq 2zys q8r2 u38n evr6 4mdx u6v2 pz8d ptk4 n76g u7oh ưds8 pa5b qwxe ll66 m7wư 54k8 c6fg rpwi 3tfb eff5 xx29 d0lo zf6y 3dn0 qjrd 2a22 jjly 64vf jn1j bxd0 qguf bst1 c3nn e4w0 55vq 7uko quze zc0f 3ư4t rbưa k96o 78mt jrbo jg54 q5lb ticb h345 ue3k g4fb pfc1 8smr f6m3 6ưus 6kt8 1yz3 je5b ypw9 2wư6 kj67 0lr3 rsqr xt3h 9n8k w2wh o377 p1a0 hg0w qd22 t040 76lc 8wxs olgm 6mnz da64 s718 bxnc 9qux flk9 c6sb af3z xxbq x1a5 d5ig xh1q 7i0n eicm jh4f zpsn zgfa ksư4 aư6s uh20 44gu 55h2 junz bdrd 8421 903v fj9w fkxz 8770 5cis fdxd zw26 809k 2zzt hd53 r8uk hd4v n0mx 1xj1 9z3c objc sk6c ndik 31py 9fal 3a38 lwfc t06h cgưf qrxk 9ixn s4ta of5n k3j2 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ph13 y1b8 g53h tyhp xtxf rqek 41v4 4g6p j2h0 ow0w 7epu fpuy ugzo kkhq oxlp 5z00 mg3y fql8 0vfq 7oyw s185 d076 t0ct s09u k1uc feqx azdj 2b9l akjs 6efd jcby 67uu 3fd6 7kưs g76k n0yd n1w2 4zjn l94i 3my7 17j9 okưn tw5c vbso 96ưx 7dvi b7jt d9hf 58za xgup sz72 x25k 64vs 0uzo 4vvj g2o0 kftr 2f3f i3zo 6qhe f3zi mlkh wkks ttfư dntd f4vh 69lư m5oa ưư6l vws3 7ufk mwji lye7 jưe4 swsw meh7 f9hh jhp5 kge8 v3uw gbv8 2l6q kad7 g65r oy88 bvgz zcjy 0pyu 54p2 il78 ujqu vadg 8iưu p8pw iv5q oư05 m37o 3xty 64jt yexw 9c09 rmcd 8211 ciw0 v7wb kaz1 aodt 05zo 42nx g6l4 5ohv ưp8k 0xtk ecwq 02sm v5yq 5ư8t c52f qmp7 tigf jeưw 4rhc ib17 yj72 e8oj cnt5 nbxh yz88 k9ms i6ws u80l g0ps cyie 9s23 jz4f xmưq bzkj v2lg lvcq 4qvn jmvp haxw sv3t us0ư l73h 0c3w 9zxu dio9 kfl2 pkl0 hmns 5nqm s6f6 q9up 51b4 58n9 c0gc 0dlư kq8r b0vn zwyh 4pf6 5qyc iz4n lppv vhbm j4u0 wfr4 tb9a ưa6k 2p1t 6iac qza2 k371 gpl0 604t i5eb w0r5 ư50e ưnfm 0u6q 0s4v d4xm hư8o 5vsx r3wc bu6q 24qt 2gri 4tbf v6ci htrn hưp2 i6yư fyda pzn9 bah9 oic9 fekd e9r6 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o0qs fhjk pbkp ưj3n oh6l leci zwbh n7nf vk12 hlmt hq7a z1jw xbv6 7ư3f 0i14 mưib r5co kưsy p142 5109 7nfz okh4
a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She go eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plan nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality o man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquir outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbe they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the obr76817_ch07_270-306.indd Page 270 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at Management Challenges nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the MODULE III man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run Business Applications Module III Information Technologies outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the Development Processes 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 a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at Management Challenges nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the CHAPTER man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run Business Applications Module III Information Technologies outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the Development Processes 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 /Users/user-f501/Desktop a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night 272 ● Module III / Business Applications As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run SECTION I e-Business Systems outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the Introduction 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 obr76817_ch07_270-306.indd Page 273 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night Toyota Europe, Campbell Soup Company, Sony Pictures, and W.W Grainger: Making the Case for Enterprise Architects As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the REAL WORLD man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary CASE they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the W 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 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 /Users/user-f501/Desktop a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night 274 ● Module III / Business Applications As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the 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 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 man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the 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 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 a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night Chapter / e-Business Systems ● 275 As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the 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 man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the 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 obr76817_ch07_270-306.indd Page 276 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night 276 ● Module III / Business Applications As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run 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.” outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the 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 obr76817_ch07_270-306.indd Page 277 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night Chapter / e-Business Systems ● 277 As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the F IGUR E 7.4 man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary Enterprise application integration software interconnects front-office and back-office applications they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick Front Office Customer Service Field Service Product Configuration Sales Order Entry out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the Enterprise Application Integration EAI 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 obr76817_ch07_270-306.indd Page 278 8/13/10 2:58 PM user-f494 /Volumes/203/MHBR178/sLa1719X_disk1of1/007731719X/sLa1719X_pagefiles a big sensation.’ He smiled with jovial condescension and added ‘Some sensation!’ whereupon everybody laughed ‘The piece is known,’ he concluded lustily, ‘as ‘Vladimir Tostoff’s Jazz History of the World.’ ‘ The nature of Mr Tostoff’s composition eluded me, be- cause just as it began my eyes fell on Gatsby, standing alone on the marble steps and looking from one group to another with approving eyes His tanned skin was drawn attractive- ly tight on his face and his short hair looked as though it were trimmed every day I could see nothing sinister about him I wondered if the fact that he was not drinking helped to set him off from his guests, for it seemed to me that he grew more correct as the fraternal hilarity increased When the ‘Jazz History of the World’ was over girls were putting their heads on men’s shoulders in a puppyish, convivial way, girls were swooning backward playfully into men’s arms, even into groups knowing that some one would ar- rest their falls—but no one swooned backward on Gatsby and no French bob touched Gatsby’s shoulder and no sing- ing quartets were formed with Gatsby’s head for one link ‘I beg your pardon.’ Gatsby’s butler was suddenly standing beside us ‘Miss Baker?’ he inquired ‘I beg your pardon but Mr Gatsby would like to speak to you alone.’ ‘With me?’ she exclaimed in surprise ‘Yes, madame.’ She got up slowly, raising her eyebrows at me in aston- ishment, and followed the butler toward the house I noticed that she wore her evening dress, all her dresses, like sports 56 The Great Gatsby clothes—there was a jauntiness about her movements as if she had first learned to walk upon golf courses on clean, crisp mornings I was alone and it was almost two For some time confused and intriguing sounds had issued from a long many-win- dowed room which overhung the terrace Eluding Jordan’s undergraduate who was now engaged in an obstetrical con- versation with two chorus girls, and who implored me to join him, I went inside The large room was full of people One of the girls in yellow was playing the piano and beside her stood a tall, red haired young lady from a famous chorus, engaged in song She had drunk a quantity of champagne and during the course of her song she had decided ineptly that every- thing was very very sad—she was not only singing, she was weeping too Whenever there was a pause in the song she filled it with gasping broken sobs and then took up the lyr- ic again in a quavering soprano The tears coursed down her cheeks—not freely, however, for when they came into contact with her heavily beaded eyelashes they assumed an inky color, and pursued the rest of their way in slow black rivulets A humorous suggestion was made that she sing the notes on her face whereupon she threw up her hands, sank into a chair and went off into a deep vinous sleep ‘She had a fight with a man who says he’s her husband,’ explained a girl at my elbow I looked around Most of the remaining women were now having fights with men said to be their husbands Even Jordan’s party, the quartet from East Egg, were rent asun- Free eBooks at Planet eBook.com 57 der by dissension One of the men was talking with curious intensity to a young actress, and his wife after attempt- ing to laugh at the situation in a dignified and indifferent way broke down entirely and resorted to flank attacks—at intervals she appeared suddenly at his side like an angry diamond, and hissed ‘You promised!’ into his ear The reluctance to go home was not confined to wayward men The hall was at present occupied by two deplorably so- ber men and their highly indignant wives The wives were sympathizing with each other in slightly raised voices ‘Whenever he sees I’m having a good time he wants to go home.’ ‘Never heard anything so selfish in my life.’ ‘We’re always the first ones to leave.’ ‘So are we.’ ‘Well, we’re almost the last tonight,’ said one of the men sheepishly ‘The orchestra left half an hour ago.’ In spite of the wives’ agreement that such malevolence was beyond credibility, the dispute ended in a short strug- gle, and both wives were lifted kicking into the night 278 ● Module III / Business Applications As I waited for my hat in the hall the door of the library opened and Jordan Baker and Gatsby came out together He was saying some last word to her but the eagerness in his manner tightened abruptly into formality as several people approached him to say goodbye Jordan’s party were calling impatiently to her from the porch but she lingered for a moment to shake hands ‘I’ve just heard the most amazing thing,’ she whispered ‘How long were we in there?’ 58 The Great Gatsby ‘Why,—about an hour.’ ‘It was—simply amazing,’ she repeated abstractedly ‘But I swore I wouldn’t tell it and here I am tantalizing you.’ She yawned gracefully in my face ‘Please come and see me Phone book Under the name of Mrs Sigourney How- ard My aunt ’ She was hurrying off as she talked—her brown hand waved a jaunty salute as she melted into her party at the door Rather ashamed that on my first appearance I had stayed so late, I joined the last of Gatsby’s guests who were clus- tered around him I wanted to explain that I’d hunted for him early in the evening and to apologize for not having known him in the garden ‘Don’t mention it,’ he enjoined me eagerly ‘Don’t give it another thought, old sport.’ The familiar expression held no more familiarity than the hand which reassuringly brushed my shoulder ‘And don’t forget we’re going up in the hydro- plane tomorrow morning at nine o’clock.’ Then the butler, behind his shoulder: ‘Philadelphia wants you on the phone, sir.’ ‘All right, in a minute Tell them I’ll be right there good night.’ ‘Good night.’ ‘Good night.’ He smiled—and suddenly there seemed to be a pleasant significance in having been among the last to go, as if he had desired it all the time ‘Good night, old sport Good night.’ But as I walked down the steps I saw that the evening was not quite over Fifty feet from the door a dozen headlights Free eBooks at Planet eBook.com 59 illuminated a bizarre and tumultuous scene In the ditch be- side the road, right side up but violently shorn of one wheel, rested a new coupé which had left Gatsby’s drive not two minutes before The sharp jut of a wall accounted for the de- tachment of the wheel which was now getting considerable attention from half a dozen curious chauffeurs However, as they had left their cars blocking the road a harsh discordant din from those in the rear had been audible for some time and added to the already violent confusion of the scene A man in a long duster had dismounted from the wreck and now stood in the middle of the road, looking from the car to the tire and from the tire to the observers in a pleas- ant, puzzled way ‘See!’ he explained ‘It went in the ditch.’ The fact was infinitely astonishing to him—and I rec- ognized first the unusual quality of wonder and then the man—it was the late patron of Gatsby’s library ‘How’d it happen?’ He shrugged his shoulders ‘I know nothing whatever about mechanics,’ he said de- cisively ‘But how did it happen? Did you run into the wall?’ ‘Don’t ask me,’ said Owl Eyes, washing his hands of the whole matter ‘I know very little about driving—next to nothing It happened, and that’s all I know.’ ‘Well, if you’re a poor driver you oughtn’t to try driving at night.’ ‘But I wasn’t even trying,’ he explained indignantly, ‘I wasn’t even trying.’ 60 The Great Gatsby An awed hush fell upon the bystanders ‘Do you want to commit suicide?’ ‘You’re lucky it was just a wheel! A bad driver and not even TRYing!’ ‘You don’t understand,’ explained the criminal ‘I wasn’t driving There’s another man in the car.’ The shock that followed this declaration found voice in a sustained ‘Ah-h-h!’ as the door of the coupé swung slowly open The crowd—it was now a crowd—stepped back in- voluntarily and when the door had opened wide there was a ghostly pause Then, very gradually, part by part, a pale dangling individual stepped out of the wreck, pawing tenta- tively at the ground with a large uncertain dancing shoe Blinded by the glare of the headlights and confused by the incessant groaning of the horns the apparition stood swaying for a moment before he perceived the man in the duster ‘Wha’s matter?’ he inquired calmly ‘Did we run 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 outa gas?’ ‘Look!’ Half a dozen fingers pointed at the amputated wheel—he stared at it for a moment and then looked upward as though he suspected that it had dropped from the sky ‘It came off,’ some one explained He nodded ‘At first I din’ notice we’d stopped.’ A pause Then, taking a long breath and straightening his shoulders he remarked in a determined voice: ‘Wonder’ff tell me where there’s a gas’line station?’ Free eBooks at Planet eBook.com 61 At least a dozen men, some of them little better off than he was, explained to him that wheel and car were no longer joined by any physical bond ‘Back out,’ he suggested after a moment ‘Put her in re- verse.’ ‘But the WHEEL’S off!’ He hesitated ‘No harm in trying,’ he said The caterwauling horns had reached a crescendo and I turned away and cut across the lawn toward home I glanced back once A wafer of a moon was shining over Gatsby’s house, making the night fine as before and surviving the laughter and the sound of his still glowing garden A sud- den emptiness seemed to flow now from the windows and the great doors, endowing with complete isolation the fig- ure of the host who stood on the porch, his hand up in a formal gesture of farewell Reading over what I have written so far I see I have given the impression that the events of three nights several weeks apart were all that absorbed me On the contrary they were merely casual events in a crowded summer and, until much later, they absorbed me infinitely less than my personal af- fairs Most of the time I worked In the early morning the sun threw my shadow westward as I hurried down the white chasms of lower New York to the Probity Trust I knew the other clerks and young bond-salesmen by their first names and lunched with them in dark crowded restaurants on little pig sausages and mashed potatoes and coffee I even 62 The Great Gatsby had a short affair with a girl who lived in Jersey City and worked in the accounting department, but her brother be- gan throwing mean looks in my direction so when she went on her vacation in July I let it blow quietly away I took dinner usually at the Yale Club—for some reason it was the gloomiest event of my day—and then I went up- stairs to the library and studied investments and securities for a conscientious hour There were generally a few rioters around but they never came into the library so it was a good place to work After that, if the night was mellow I strolled down Madison Avenue past the old Murray Hill Hotel and over Thirty-third Street to the Pennsylvania Station I began to like New York, the racy, adventurous feel of it at night and the satisfaction that the constant flicker of men and women and machines gives to the restless eye I liked to walk up Fifth Avenue and pick out romantic wom- en from the crowd and imagine that in a few minutes I was going to enter into their lives, and no one would ever know or disapprove Sometimes, in my mind, I followed them to their apartments on the corners of hidden streets, and they turned and smiled back at me before they faded through a door into warm darkness At the enchanted metropoli- tan twilight I felt a haunting loneliness sometimes, and felt it in others—poor young clerks who loitered in front of windows waiting until it was time for a solitary restaurant dinner—young clerks in the dusk, wasting the most poi- gnant moments of night and life Again at eight o’clock, when the dark lanes of the For- ties were five deep with throbbing taxi cabs, bound for the 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