The learning objectives for Chapter 12 include: Use the systems development process outlined in this chapter and the model of IS components from Chapter 1 as problem-solving frameworks to help you propose information systems solutions to simple business problems; describe and give examples to illustrate how you might use each of the steps of the information systems development cycle to develop and implement a business information system;
Chapter 12 Developing Business/IT Solutions Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Learning Objectives Use the systems development process outlined in this chapter and the model of IS components from Chapter as problemsolving frameworks to help you propose information systems solutions to simple business problems Describe and give example to illustrate how you might use each of the steps of the information systems development cycle to develop and implement a business information system Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Learning Objectives Explain how prototyping improves the process of systems development for end users and IS specialists Identify the activities involved in the implementation of new information systems Describe several evaluation factors that should be considered in evaluating the acquisition of hardware, software, and IS services Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Learning Objectives Identify several change management solutions for end user resistance to the implementation of new information systems Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Why Study IS Development? • When the systems approach to problem solving is applied to the development of information systems solutions to business problems, e-business systems and applications can be developed that meet the business needs of a company and its employees and stakeholders Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Case #1: Development Challenges • Good Web-based Self-service: • Customer satisfaction soars ã Call center costs plummet Copyrightâ2006,TheMcGrawưHillCompanies,Inc.Allrightsreserved 12 - Case #1: Development Challenges Bad Web-Based Self-Service: • Frustrated customers click to a competitor’s site • Frustrated customers dial up your call center Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Case #1: Development Challenges Why more than a third of all Web self-service customers get frustrated and end up calling a help center? Use the experiences of Blue Cross-Blue Shield and AT&T Wireless to help you answer What are some solutions to the problems users may have with Web selfservice? Use the experiences of the companies in this case to propose several solutions Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - Case #1: Development Challenges Visit the websites of Blue Cross-Blue Shield and AT&T Wireless Investigate the details of obtaining an individual health plan or a new cell phone plan What is your appraisal of the self-service features of these websites? Explain your evaluations What are your top three complaints about the self-service features of the websites you visit regularly? Defend the value of several solutions you propose to address your complaints Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - What is the Systems Approach? • A problem solving technique that uses a systems orientation to define problems and opportunities and develop solutions • Analyzing a problem and formulating a solution involves the following interrelated activities: • Recognize and define a problem or opportunity using systems thinking • Develop and evaluate alternative system solutions • Select the system solution that best meets your requirements • Design the selected system solution • Implement and evaluate the success of the designed system Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 10 Systems Maintenance Copyrightâ2006,TheMcGrawưHillCompanies,Inc.Allrightsreserved 12 - 59 Learning Curve Definition: ã Personnel who operate and use the system will make mistakes simply because they are not familiar with it; though such errors usually diminish as experience is gained with a new system Copyrightâ2006,TheMcGrawưHillCompanies,Inc.Allrightsreserved 12 - 60 Postimplementation Review Definition: ã Periodic review or audit of a system to ensure that it is operating properly and meeting its objectives Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 61 Case #3: Enterprise Information Portals • Companies typically plan and deploy enterprise information portals to provide employees, customers, and suppliers with a single Web-based access point for data, content, and both new and legacy applications across the enterprise • 37% companies are disappointed with lack of adequate interest among target users Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 62 Case #3: Enterprise Information Portals • The reason people aren’t using portals is because there isn’t a strategy for keeping people involved • Critical usability issues get shortchanged, such as educating users about the portal’s capabilities, training them to use it efficiently, and marketing the value of using the portal, especially its value in addressing very specific business problems a company may have Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 63 Case #3: Enterprise Information Portals Why so many enterprise information portals fail to attract “adequate interest among targeted users? What can be done to improve the usage of portals in business? What is the business value of their enterprise portal to Du Pont’s Performance Coatings group? How could it be improved? Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 64 Case #3: Enterprise Information Portals What are the business benefits of Southwire’s enterprise portal? Describe several ways it might be improved Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 65 Case #4: Cost-Effective IT Traditional Cost Cutting Measures: • Paring back staff • Consolidating servers and storage equipment • Renegotiating vendor contracts • Conducting selective outsourcing Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 66 Case #4: Cost-Effective IT New Cost Cutting Measures: • Barter agreements with vendors • Reselling services • Joining purchasing consortiums for volume price discounts on equipment Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 67 Case #4: Cost-Effective IT Are the resource acquisition challenges faced by CIOs any different than those faced by other business managers in times of tight budgets? Why or why not? What are the business benefits and limitations of Rick Dalzell’s IT resource acquisition strategies for Amazon? Are Dalzell’s strategies applicable to small as well as large businesses? Explain your answer Copyrightâ2006,TheMcGrawưHillCompanies,Inc.Allrightsreserved 12 - 68 Summary ã Business end users and IS specialists may use a systems approach to help them develop information system solutions to meet business opportunities • Prototyping includes the use of prototyping tools and methodologies, which promote an iterative, interactive process that develops prototypes of user interfaces and other information system components Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 69 Summary • The application development capabilities built into many end user software packages have made it easier for end users to develop their own business applications • End users should focus their development efforts on the system components of business processes that can benefit from the use of information technology Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 70 Summary • Implementation involves acquisition, testing, documentation, training, installation, and conversion activities that transform a newly designed business system into an operational system for end users Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 71 Summary • Business professionals should know how to evaluate the acquisition of information system resources • IT vendors’ proposals should be based on specifications developed during the design stage of systems development • A formal evaluation process reduces the possibility of incorrect or unnecessary purchases of hardware or software Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 72 Chapter 12 End of Chapter Copyright © 2006, The McGrawHill Companies, Inc. All rights reserved 12 - 73 ... Objectives Use the systems development process outlined in this chapter and the model of IS components from Chapter as problemsolving frameworks to help you propose information systems solutions to... Study IS Development? ã When the systems approach to problem solving is applied to the development of information systems solutions to business problems, e-business systems and applications can be... Copyrightâ2006,TheMcGrawưHillCompanies,Inc.Allrightsreserved 12 - 15 Systems Investigation Stage ã Do we have business opportunities? • What are our business priorities? • How can information technologies provide information systems solutions that