Corporate information systems management:Text and cases

preface vii

l the challenge of infonnation systems technology

introduction to it management

concepts of it management

challenges in managing it assimilation

a young technology

technological growth

it end-user coordination

specialization

shift in focus

questions from senior management

issues in information technology

the it environment

it architecture and organization

management processes

project management

it strategy

the it business

conclusion

case l-l: verifone: the transaction automation company

.case 1-2: a tale oftwo airlines in the information age: or why

the spirit ofking george lll is alive and well!

2 manageable trends

underlying themes

theme l: strategic impact

a contingency approach to it management

theme 2: integrating changing technology platforms

theme 3: assimilating emerging technologies

phase l. technology identification and investment

phase 2. technological leaming and adaptation

phase 3. rationalization/management control

phase 4. maturity/widespread technology transfer

theme 4: sourcing policies for the it value chain

theme 5: applications development process

design

construction

implementation

operation

maintenance

theme 6: partnership of three constituencies

it management

user management

general management

summary

case 2-1: kpmg peat marwick: the shadow partner

3 effects of it on competition

analyzing impact

forces that shape strategy

search for opportunity

analyzing the value chain for it opportunities

inbound logistics

operations and product definition

outbound logistics

marketing and sales

after-sales service

corporate infrastructure

human resources

technology development

procurement

the risks of information systems success

problems and evaluations

assessing competitor risk

the challenge

a new point ofview is required

planning issues

confidentiality and competition

evaluating expenditures

the it-management partnership

opening questions

a final thought

case 3-1: canadian airlines (a): reservations about

its future (a)

case 3-2: burlington northem: the ares decision (a)

case 3-3: burlington northem: the ares decision (b)

4 electronic commerce: from interorganizational

systems to the internet

the evolution of interorganizational systems

los evolution at american hospital supply (ahsc)

los evolution at american airlines

pattems of interaction among los participants

levelsofloscontrol

from proprietary los to ubiquitous platforms for electronic

commerce

making sense of market relationships

los and producer relationships

los and the changing buyer-seller relationship

managing the evolution oftechnology

maintaining a secure environment for doing business

developing and maintaining information partnerships

the allegis example

benefits of information partnering

types of information partnership

summary

case 4-1: singapore tradenet: a tale of one city

case 4-2: singapore leadership: a tale ofone city

case 4-3: hong kong tradelink: news from the second city

case 4-4: open market, inc.

case 4-5: procter & gamble: improving consumer value through

process design

5 information, organization, and control

the organization design challenge of the 1990s

from control to learning

from autonomy to collaboration

information, organization, and control in a retail bank

information, organization, and control in the supermarket

targeted opportunities

communicating organizational priorities

meaningful budgets

effective incentive systems

solutions for production

facts to make the sale

adaptation to change

summary

case 5-1: mrs. fields, inc. (1977-1987)

case 5-2: frito-lay, inc.: a strategic transition (1980-1986)

case 5-3: frito-lay, inc.: a strategic transition abridged

(l987-l992)

6 it architecture: evolution and altematives

the evolution of it architecture

era l-the mainframe (1950s to l970s)

era 2--the microcomputer (late l970s and 1980s)

era 3--distributed information systems (late l980s to present)

360

era 4-ubiquitous

value creation in a distributed it environment

it architecture implementation issues in the 1900s

merging the islands ofautomation

managing global telecommunications

managing the it legacy

assimilating emerging information technologies

summary

case 6-1: h. e. butt grocery company: a leader in ecr

implementation (abridged)

case 6-2: american airlines: the interaact project (a)

case 6-3: air products and chemicals, inc.: mls reorganization

(a) and project lcon (a) abridged

7 organizing and leading the information technology

function

organization issues in it development

some examples

implications

pressures toward user dominance

pent-up user demand

competitive and service growth in the it market

user control

fit with the organization

user leaming

summary

pressures toward it control

staff professionalism

feasibility study concems

corporate database system

fit with the corporate structure and strategy

cost analysis

summary

coordination and location of it policy

it responsibilities

user responsibilities

general management support and policy overview

summary

case 7-1: air products and chemicals, inc : project lcon (d)

8 information technology operations

changing operations environment

a focused service organization alternative-an example

altemative organizations

developing an operations strategy

technology planning

measuring and managing capacity

managing the it operations workforce

selection factors for operations manager and staff

human issues in managing the workforce

production planning and control

setting goals

establishing priorities

strategic impact of it operations

implementing production control and measurement

security

privacy

the roots of the privacy issue

the implications

summary

case 8-1: aerospace technology manufacturing, inc : industry,

9 company and i/s transitions

information technology management processes

management control

it evolution and management control

software issues

operations issues

corporate control process

strategic impact of it on the corporation

looking ahead: other aspects of control

results control architecture

unallocated cost center

allocated cost center and charge-out

profit center

financial reporting process

nonfinancial reporting process

it audit function

summary

planning-a contingent focus

pressures toward it planning

external (corporate) pressures

intemal (it process) pressnres

limitations on it planning results

planning as a resource drain

fit to corporate culture

strategic impact of it activities

mismatches: using the strategic grid

corporate environmental factors that influence planning

summary

case 9-1: toyworid: information technology planning

10 managing the information technology resource

through strategic partnerships

why outsourcing alliances are so difficult

outsourcidng in retrospect

outsourcing in the l990s

what drives outsourcing?

when to outsource it

position on the strategic grid

development portfolio

organizational learning

a firm's position in the market

current it organization

structuring the alliance

contract flexibility

standards and control

areas to outsource

cost savings

supplier stability and quality

management fit

conversion problems

managing the alliance

the clo function

performance measurements

mix and coordination oftasks

customer-outsourcer interface

case lo-l: xerox: outsourcing global information technology

resources

case l0-2general dynamics and computer sciences corporation:

outsourcing is function (a + b, abridged)

11 a portfolio approach to information technology

development

project risk

elements of project implementation risk

project categories and degree of risk

assessing risk of individual projects

portfolio risk

summary

project management: a contingency approach

management tools

influences on tool selection

relative contribution of management tools

summary

case ll-l: profiling at national mutual (a)

case ll-2: profiling at national mutual (b)

case ll-3: chemical bank: technology support for cooperative

work

12 transnational it issues

information technology impact on transnational firms

geographic transfer ofwork

global networking and expertise sharing

global service levels

time-based competition

cost reduction

country diversity

sociopolitical

language

local constraints

economics

currency issues

autonomy

national infrastructure

summary

national it environment issues

availability oflt professional staff

central telecommunications

national it strategy

general level of it sophistication

size of local market

data export control

technological awareness

summary

corporate factors affecting it requirements

nature of the finn's business

strategic impact of it

corporate organization

company technical and control characteristics

other considerations

transnational it policy issues

guidance on architecture

central hardware/software concurrence or approval

central approval of software standards and feasibility studies

central software development

it communications

staffrotation

consulting services

central it processing support

technology appraisal program-an example

summary

case l2-l: colliers intemational property consultants

case 12-2: azucar, s.a.: (1973-1977)

13 the it business

"the it business'analogy

the it marketing mix

the products

the it consumer

costs

channels of" distribution

competition

promotion

price

the role of the board of directors

the role ofthe it chief executive officer

summary

case 13-l: avalon information services, inc.

case l3-2: agrico, inc: a software dilemma

annotated bibliography

index