325 Integrates with ERP Yes Yes Yes Yes (Risk Na vigator) ; No (Focus) XBRL enabled Yes No Yes No (bo th) Monitor operational systems Yes Yes Yes No (bo th) Size of business targeted All L M, SMB, L S (Focus), M (both), L (Risk Navigator) Price $65,000 and up (minimum 25 users) $125,000 (must also have core product suite, which starts at $100K for first 100 users) Price available online See footnote 1 1 Risk Navigator installation package: $150,00 0, plus annual user fees (based on number of users) starting at $150 per user. Focus: Per-user license fees start at $700 per user, plus 20 percent maintenance charge . OpenPages Open Text Oracle Paisley Consulting bapp01.fm Page 325 Tuesday, July 19, 2005 5:54 PM 326 PeopleSoft Providus Software Solutions SAP SAS $1.9 billion revenues Founded 1987 Under $5 million revenues Founded 2002 $9.5 billion revenues Founded 1972 $1.2 billion revenues Founded 1976 Sarbox/404 program PeopleSoft Enterprises Internal Controls Enforcer RiskResolve 3.0 for Sarbanes-Oxley for financial services industry SAP Compliance Management for Sarbanes-Oxley Act SAS Corporate Compliance for Sarbanes- Oxley (v. 2.1) Program description Designed to automate and enforce internal controls required under 404. Enables users to streamline documentation and continuously monitor internal controls. Diagnostic capabilitites intended to help companies reduce the cost of compliance. Software provides financial institutions with single Active Risk Management Console, enabling a top-down view of risk and potential risk across all lines of business. Addresses internal-control requirements of 404 via comprehensive management of rols. Helps document/model business processes, document existing controls, test results, and suggest improvements. Also provides status reports to management according to law’s provisions. Targets all relevant Sarbox provisions. Software provides tracking and auditing of internal controls, rapid consolidation of financial data, validation/ verification of financial reports, and dashboard monitoring, as well as risk- impact assessment and alerts. Financial controls documentation Yes Yes Yes Yes Financial controls attestation Yes Yes Yes Yes bapp01.fm Page 326 Tuesday, July 19, 2005 5:54 PM 327 Integrates with ERP Yes Yes Yes Yes XBRL enabled No No Yes No Monitor operational systems Yes No Yes Yes Size of business targeted SMB, L All All All Price Varies Varies, ranging from $120,000 to $350,000 and up for large-scale enterprisewide deployments Contact vendor Base price for software license, plus per-user cost Source: From CFO.com © CFO Publishing C orporation 2004. All rights reserved. Reprinted by permission. PeopleSoft Providus Software Solutions SAP SAS bapp01.fm Page 327 Tuesday, July 19, 2005 5:54 PM 328 A PPENDIX B CRM S OFTWARE P ROVIDERS bapp02.fm Page 328 Tuesday, July 19, 2005 5:51 PM 329 Provider ACCPAC Pleasanton, CA (800) 945-8007 Aspect Communications San Jose, CA (800) 391-2341 Baan Golden, CO (800) 967-6730 Best Software (CRM division ) Scottsdale, AZ (800) 643-6400 Blue Martini Software San Mateo, CA (800) 258-3627 Sales/Marketing Contact ACCPAC Client Care (800) 873-7282 Lakshmi Bakshi (408) 325-2623 Lailla Matthews (303) 274-3112 Bob Neeser (800) 643-6400 Laurent Pacalin (650) 356-4000 Product Name ACCPAC CRM Aspect Enterprise Contact Server iBaan for CRM SalesLogix Blue Martini 4 Provider BroadVision Redwood City, CA (866) 287-6669 Chordiant Software Cupertino, CA (888) 246-7342 Computer Associates International Islandia, NY (800) 225-5224 Dendrite Morristown, NJ (973) 425-1200 E.piphany San Mateo, CA (877) 764-4163 Sales/Marketing Contact Stephanie Mello (214) 224-5969 Jonathan Miller (888) 246-7342 Robert Sterbens (631) 342-3307 Mark Maffei (908) 541-5877 Mike Trigg (650) 356-3800 Product Name BroadVision One-to -One Enterprise Chordiant 5 Selling and Servicing Intelligent CRM Suite WebForce E.piphany E.5 Provider eGain Communications Sunnyvale, CA (888) 603-4246 Firepond Waltham, MA (800) 396-0663 FrontRange Solutions Colorado Springs, CO (800) 776-7889 Genesys Daly City, CA (888) 436-3797 Group 1 Software Lanham, MD (800) 368-5806 Sales/Marketing Contact Max Fiszer (408) 212-3400 Eric Snow (781) 487-8400 Michele Reser (719) 278-7102 Dana Dye (415) 437-1100 Linda Flynn (301) 918-0727 bapp02.fm Page 329 Tuesday, July 19, 2005 5:51 PM 330 Product Name eGain eService Ent erprise SalesPerformer Suite, eService Performer Suite GoldMine, HEAT Genesys Suite 6 Data Quality, Marketing Automation Provider Intershop Communications San Francisco (877) 644-5534 eGain Communications Sunnyvale, CA (888) 603-4246 Jeeves Solutions Emeryville, CA (877) 453-3837 Kefta San Francisco (415) 391-6881 Motive Communications Austin, TX (877) 466-8483 Sales/Marketing Contact Jonathan Durnin (415) 844-2138 Joel Reed (800) 727-5333 Mike Fenn (510) 985-7930 Michael Oiknine (415) 391-6881 Lauren Short (415) 856-5126 Product Name eGain eService Ente rprise SalesPerformer Suite, eService Performer Suite GoldMine, HEAT Interaction Manager, Customer Acquisition Optimizer, Customer Retention Optimizer, Customer Service Tools Data Quality, Marketing Automation Provider Maximizer Software Vancouv er (800) 804-6299 Net Perceptions Edina, MN (800) 466-0711 Onyx Software Bellevue, WA (888) 275-6699 Oracle Redwood Shores, CA (800) 672-2531 PeopleSoft Pleasanton, CA (800) 380-7638 Sales/Marketing Contact Gary Vollhoffer (800) 804-6299 Terri Reden (952) 842-5000 Robin Rees (425) 451-8060 Mark Jarvis (800) 672-2531 Robb Eklund (925) 694-3000 Product Name Maximizer, Maximizer Enterprise NetP 7.0 Onyx Enterprise Oracle E-Business Suite PeopleSoft CRM bapp02.fm Page 330 Tuesday, July 19, 2005 5:51 PM 331 Provider Rainmaker Systems Scotts Valley, CA (800) 631-1545 Remedy Mountain View, CA (650) 903-5200 Responsys Palo Alto, CA (888) 219-7150 SafeHarbor Technology Seattle (800) 480-5777 Salesforce.com San Francisco (800) 667-6389 Sales/Marketing Contact Kerry Benoit (831) 430-3800 Steve Balentine (650) 919-5717 Mike Romley (650) 858-7434 Sue Cummings (206) 922-5003 (800) 667-6389 Product Name Contract Rene wals Plus Remedy CRM Responsys Interact SafeHarbor Suppo rt Services 3.0, Online Banking Support Services 3.0 CRM Provider SAP America Newtown Square, PA (800) 872-1727 eGain Communications Sunnyvale, CA (888) 603-4246 SAS Cary, NC (800) 727-0025 Sento American Fork, UT (801) 492-2000 Siebel Systems San Mateo, CA (800) 647-4300 Sales/Marketing Contact (610) 661-1000 Joe Springer (408) 558-4847 Customer Interaction Center (800) 727-0025 Jason Young (801) 492-2000 Thomas Arnold (510) 788-4518 Product Name mySAP CRM iAvenue The SAS Analytical CRM Solution Customer Choice Platform, Assist, Recite, Service Portal Siebel eBusiness Applications V.7 Source: CFO.com© CFO Publishing Corpora tion 2004. All rights reserved. Reprinted by per mission. bapp02.fm Page 331 Tuesday, July 19, 2005 5:51 PM 332 G LOSSARY 802.11 a family of specifications developed by the U.S. Insti- tute of Electrical and Electronics Engineers (IEEE). There are currently three specifications in the family (802.11a, 802.11b, and 802.11g), with more being developed. The 802.11b stan- dard, often referred to as Wi-Fi, is currently more wide- spread. However, hardware manufacturers are increasingly offering multistandard equipment that can work with vari- ous standards. application program computer software written specifically to process data in an information system. It performs tasks and solves problems applicable to a manager’s work. artificial intelligence (AI) thinking and reasoning software based on information input into it by a human expert. The reasoning process involves self-correction. Significant data is evaluated and relevant relationships uncovered. The com- puter learns which kind of answers are reasonable and which are not. Artificial intelligence performs complicated strategies that determine the best or worst way to accom- plish a task or avoid an undesirable result. Examples of applications of AI are tax planning and capital budgeting analysis. audit software computer programs designed to examine and test a company’s accounting records. Some packages aid in gathering evidence, performing analytical tests, sampling data, appraising internal control, audit scheduling, and printing exception reports. The software is used by internal auditors. automatic programming process of using one program to prepare another program. automatic recovery program program enabling a system to continue functioning even though equipment has failed. background processing lower-priority programs are exe- cuted when the system is not being used by higher-priority programs. balanced scorecard approach using multiple measures to evaluate managerial performance. These measures may be bgloss.fm Page 332 Thursday, August 4, 2005 5:11 PM Glossary 333 financial or nonfinancial, internal or external, and short term or long term. The scorecard allows a determination as to whether a manager is achieving certain objectives at the expense of others that may be equally or more important. There are four different perspectives: (1) financial, (2) cus- tomer, (3) process, and (4) the learning and growth. baud serial information transfer speed with which a modem receives and sends data. block diagram diagram using symbols to explain the inter- connections and information flow between hardware and software. budgeting models computer-based mathematical models generating all kinds of corporate budgets (e.g., cash flow, prof- itability). The models help managers look at a variety of what- if questions. The resultant calculations provide a basis for choice among alternatives under conditions of uncertainty. buffer area of a computer’s memory set aside to hold infor- mation temporarily. business intelligence a business strategy that integrates and analyzes operational data from an array of internal sources to improve decision making and competitiveness. business performance management (BPM) the use of busi- ness intelligence-derived operational metrics, ranging from ad hoc yardsticks to Six Sigma or balanced scorecard, to mea- sure company performance. business process reengineering (BPR) approach aiming at making revolutionary changes as opposed to evolutionary changes by eliminating nonvalue-added steps in a business process and computerizing the remaining steps to achieve desired outcomes. catalog directory of locations of files. chain links series of linked data items. corporate planning model computer-based integrated busi- ness planning model in which production and marketing models are linked to the financial model. It is a description, explanation, and interrelation of functional areas of a busi- ness (accounting, finance and investments, marketing, pro- duction, management, economics) expressed in terms of mathematical and logical equations so as to generate a vari- ety of reports including financial forecasts. Corporate plan- ning models may also be used for risk analysis and what-if experimentation. The goals of the model include improving the quality of planning and decision making, reducing the decision risk, and favorably influencing the future corporate environment. bgloss.fm Page 333 Thursday, August 4, 2005 5:11 PM 334 Glossary customer relationship management (CRM) software. soft- ware that automates customer service and support. It also provides for customer data analysis and supports e-commerce storefronts. cyber investing investing through telecommunications, such as online trading on the Internet. cyberspace originally used in Neuromancer, William Gibson’s novel of direct brain-computer networking, refers to the col- lective realms of computer-aided communication. data interchange format (DIF) file system to transfer com- puter files from one program to another. data warehouse a database structured to tactical information that can be used to answer specific questions about transac- tional company history. database management software computer programs used to manage data in a database. It is a set of programs that pro- vide for defining, controlling, and accessing the database. The software allows managers to enter, manipulate, retrieve, display, select, sort, edit, and index data. debug process of tracing and correcting flaws in a software program or hardware device. Computerized routines may be used to find bugs. decision support system (DSS) branch of a management information system that provides answers to management problems and that integrates the decision maker into the sys- tem as a component. DSS software provides support to the manager in the decision-making process. It analyzes a spe- cific situation and can be modified as the manager desires. Examples of applications include planning and forecasting. enterprise resource planning (ERP) software system that grew out of material requirements planning (MRP) systems to computerize inventory control and production planning. Key features include an ability to prepare a master produc- tion schedule, a bill of materials, and purchase orders. expert systems computer software involving stored reason- ing schemes and containing decision-making processes of business experts in their specialized areas. The software mimics the way human experts make decisions. The expert system appraises and solves business problems requiring human intelligence and imagination that involve known and unknown information. The components of the expert system include a knowledge base, inference engine, user interface, and knowledge acquisition facility. Extensible Business Reporting Language (XBRL) formerly code named XFRML, a freely available electronic language bgloss.fm Page 334 Thursday, August 4, 2005 5:11 PM [...]... 126–128 market leaders, 127–128 Tax software, 127 Telecommunications BBSs, 90 CD-ROM business databases, 102 commercial services, 90, 102 104 description of, 90 direct connection, 90 faxback services, 102 government, 104 106 Internet services, 101 online business databases, 107 109 online services, 90, 102 104 types of, 92–93 e-mail, 85, 92 file transfer, 92 355 356 Index online research, 92–93 online transactions,... interreact (link) with others (2) connection of computers and devices neural networks a technology in which computers actually try to learn from the database and operator what the right answer is to a question The system gets positive or negative response to output from the operator and stores that data so that it will make a better decision the next time While still in its infancy, this technology shows... 96–97 horizontal, 96–97 hybrid, 85 mesh, 99 ring, 84, 98–99 star, 84, 97–99 Neural networks, 186 O Office information systems (OISs), 7 Online services business databases, 107 109 commercial, 102 104 government STAT-USA, 104 106 Internet, 101 research, 92–93 Operating systems (OS), 49–51 functions of, 50–51 IBM-compatible, 50, 52–53 Linux, 54 Macintosh, 53 Netware, 54 program language processors, 51 single... trend and ratio calculations Investment and credit decisions are based on the analysis results financial model a functional branch of a general corporate planning model It is essentially used to generate pro forma financial statements and financial ratios A financial model is a mathematical model describing the interrelationships among financial variables of the firm It is the basic tool for budgeting... XML a general-purpose markup (tagging) standard for creating languages to standardize the data exchange between different computing platforms and applications XML uses tags (markup) to identify pieces of data, and leaves the interpretation of the data to the user, such as one who is reviewing the financial numbers and their significance for a database management application INDEX A Access point (AP),... Gopher, 102 GPS See Global positioning system Graphical user interface (GUI), 35, 87, 114 H Half-duplex transmission, 94 Hoover’s online, 103 Hotspot, 276 HTML See HyperText Markup Language Hyperlink, 137 Hypertext, 101 HyperText Markup Language (HTML), 87, 114–115 I Information processing cycle, 1 Information resources management, 8–11 in-house operation, 8 outsourcing, 8 advantages of, 9 10 risks of, 10 11... program for the Internet graphic software program showing business information in graphic form, including charts and diagrams This enhances the understanding of the information in terms of trends and relationships hotspot provides high-speed wireless Internet access in convenient public locations or at home Using either a laptop or PDA that is 802.11 wirelessly enabled, people can download their e-mail... Compliance software, 143–144 technologies that assist, 143–144 CompuServe, 102 Computer networks, 93–95 advantages of, 94 bridge, 95 data flow in, 94–95 data switching equipment, 94 dedicated server, 95 electronic databases, 101 102 full-duplex system, 94 half-duplex transmission, 94 interfacing advantages, 100 interfacing disadvantages, 101 medium selection for, 93–94 network servers and, 37 nondedicated... provides the financial community with a standards-based method to prepare, publish in a variety of formats, reliably extract, and automatically exchange financial statements of publicly held companies and the information they contain file server computer providing access to files for remote users financial analysis software software capable of taking financial data (e.g., online information on the World... information The power of OLAP tools is predictive in answering why? and what-if questions online searching using a computer retrieval system to obtain information from a database such as on the Internet optical character recognition computer tool that recognizes typed or printed characters on paper so that they can be recorded on disk real time computer processing of data in connection with another process . term or long term. The scorecard allows a determination as to whether a manager is achieving certain objectives at the expense of others that may be equally or more important. There are four different. what-if experimentation. The goals of the model include improving the quality of planning and decision making, reducing the decision risk, and favorably influencing the future corporate environment. bgloss.fm. integrates the decision maker into the sys- tem as a component. DSS software provides support to the manager in the decision-making process. It analyzes a spe- cific situation and can be modified as the