Thương mại điện tử - Chapter 12: Developing business / it solutions

Developing Business/IT SolutionsChapter12Use 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 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.Learning ObjectivesLearning ObjectivesExplain 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.Learning ObjectivesIdentify several change management solutions for end user resistance to the implementation of new information systems.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.Case #1: Development ChallengesGood Web-based Self-service:Customer satisfaction soarsCall center costs plummetCase #1: Development ChallengesBad Web-Based Self-Service:Frustrated customers click to a competitor’s siteFrustrated customers dial up your call centerCase #1: Development ChallengesWhy do 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 self-service? Use the experiences of the companies in this case to propose several solutions.Case #1: Development ChallengesVisit 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.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 thinkingDevelop and evaluate alternative system solutionsSelect the system solution that best meets your requirementsDesign the selected system solutionImplement and evaluate the success of the designed systemWhat is Systems Thinking?Seeing the forest and the trees in any situation by:Seeing interrelationships among systems rather than linear cause-and-effect chains whenever events occurSeeing processes of change among systems rather than discrete snapshots of change, whenever changes occurSystems Thinking ExampleSystems Development Lifecycle (SDLC)PrototypingDefinition:The rapid development and testing of working models, or prototypes, of new applications in an interactive, iterative process that can be used by both IS specialists and business professionalsPrototyping ProcessSystems Investigation StageDo we have business opportunities?What are our business priorities?How can information technologies provide information systems solutions that address our business priorities?Feasibility StudyDefinition:A preliminary study where the information needs of prospective users and the resource requirements, costs, benefits, and feasibility of a proposed project are determinedFeasibility CategoriesOrganizational – how well a proposed system supports the strategic business priorities of the organizationEconomic – whether expected cost savings, increased revenue, increased profits, reductions in required investment, and other types of benefits will exceed the costs of developing and operating a proposed systemFeasibility CategoriesTechnical – determine if reliable hardware and software capable of meeting the needs of a proposed system can be acquired or developed by the business in the required timeOperational – willingness and ability of the management, employees, customers, suppliers, and others to operate, use, and support a proposed systemFeasibilityCost/Benefit AnalysisTangible – costs or benefits that can be quantifiedIntangible – costs or benefits that can not be quantifiedSystems AnalysisDefinition:An in-depth study of end user information needs that produces functional requirements that are used as the basis for the design of a new information systemSystems AnalysisWhat does Systems Analysis Study?The information needs of a company and end users.The activities, resources, and products of one or more of the present information systems being used.The information system capabilities required to meet information needs of users, and those of other business stakeholders that may use the system.Organizational AnalysisStudy of the organization including:Management StructurePeopleBusiness ActivitiesEnvironmental SystemsCurrent Information SystemsFunctional RequirementsDefinition:End user information requirements that are not tied to the hardware, software, network, data, and people resources that end users presently use or might use in the new systemFunctional Requirement CategoriesUser InterfaceProcessingStorageControlSystems DesignDefinition:Design activities that produce system specifications satisfying the functional requirements that were developed in the systems analysis processSystems DesignSystem Design CategoriesUser Interface DesignDefinition:Focuses on supporting the interactions between end users and their computer-based applicationsChecklist for Corporate WebsitesRemember the customer – successful websites are built solely for the customer, not to make company vice presidents happyAesthetics – successful designs combine fast-loading graphics and simple color palettes for pages that are easy to readBroadband Content – the Web’s coolest stuff can’t be accessed by most Web surfers; don’t make it the focus of a siteChecklist for Corporate WebsitesEasy to navigate – make sure it’s easy to get from one part of site to anotherSearchability – include a useful search engineIncompatibilities – test site with target web browsersChecklist for Corporate WebsitesRegistration forms – short registration forms are a useful way to gather customer dataDead links – be sure to keep links updatedSystem SpecificationsDefinition:Hardware, software, network, data, and personnel specifications for a proposed system that formalize the design of an application’s user interface methods and products, database structures, and processing and control proceduresEnd User DevelopmentDefinition:IS professional plays a consulting role, while end user does his/her own application developmentEnd User DevelopmentEncouraging End User Web DevelopmentLook for tools that make senseSpur creativitySet some limitsGive managers responsibilityMake users comfortableCase #2: Implementation StrategiesInterContinental’s Strategy:Partner with end users from the startHire subcontractors to deploy the new system and trainStaff does application programming because they know the business better than an outsider wouldCase #2: Implementation StrategiesDel Taco’s Strategy:Outsource hardware installationHire consultants to design databaseMix of internal and external development teams gets you the most skills at the lowest costCase #2: Implementation StrategiesWhat are the benefits and limitations of the key implementation strategies that are being used by InterContinental Hotels?Do you agree with how Del Taco is managing the implementation of its IT project?Case #2: Implementation StrategiesWhat are several change management techniques to ensure the successful implementation of CRM projects? Use Cardinal Health to illustrate your answer.Should companies outsource the tasks required for the implementation of new systems? Why or why not?Systems ImplementationHardware and software acquisitionSoftware developmentTesting of programs and proceduresConversion of data resourcesConversion alternativesEducation and training of end users and specialists who will operate a new systemProject ManagementDefinition:IT and business unit managers enforce a project plan which includes job responsibilities, time lines for major stages of development, and financial budgetsImplementation ProcessHardware Evaluation FactorsPerformanceCostReliabilityCompatibilityTechnologyErgonomicsConnectivityScalabilitySoftwareSupportSoftware Evaluation FactorsQualityEfficiencyFlexibilitySecurityConnectivityMaintenanceDocumentationHardwareIS ServicesDeveloping a company websiteInstallation ConversionEmployee trainingHardware maintenanceSystem designContract programmingConsulting servicesSystem integrationIS Services Evaluation FactorsPerformanceSystems developmentMaintenanceConversionTrainingBackupAccessibilityBusiness PositionHardwareSoftwareSystem TestingTesting and debugging softwareTesting website performanceTesting new hardwareReview of prototypes of displays, reports and other outputData ConversionConverting data elements affected by new applicationCorrecting incorrect dataFiltering out unwanted dataConsolidating data from several databasesOrganizing data into new data subsetsImportance of Data ConversionImproperly organized and formatted data is frequently reported to be one of the major causes of failures in implementing new systems.Importance of DocumentationDocumentation serves as a method of communication among the people responsible for developing, implementing, and maintaining a computer-based system.Documentation is extremely important in diagnosing errors and making changes, especially if the end users or systems analysts who developed a system are no longer with the organization.TrainingData entryAll aspects of the proper use of a new systemEducate managers and end users in how the new technology impacts the company’s business operations and managementConversion MethodsParallel – both old and new systems are operating until the project development team and end user management agree to switch completely to the new systemPlunge – no overlap of old and new systemConversion MethodsPhased – only parts of a new application or only a few departments at time are convertedPilot – One department serves as a test siteConversion MethodsSystems MaintenanceDefinition:Monitoring, evaluating, and modifying of operational business systems to make desirable or necessary improvementsSystems MaintenanceLearning CurveDefinition: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 systemPostimplementation ReviewDefinition:Periodic review or audit of a system to ensure that it is operating properly and meeting its objectivesCase #3: Enterprise Information PortalsCompanies 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.Case #3: Enterprise Information PortalsThe 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.Case #3: Enterprise Information PortalsWhy do 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?Case #3: Enterprise Information PortalsWhat are the business benefits of Southwire’s enterprise portal? Describe several ways it might be improved.Case #4: Cost-Effective ITTraditional Cost Cutting Measures:Paring back staffConsolidating servers and storage equipmentRenegotiating vendor contractsConducting selective outsourcingCase #4: Cost-Effective ITNew Cost Cutting Measures:Barter agreements with vendorsReselling servicesJoining purchasing consortiums for volume price discounts on equipmentCase #4: Cost-Effective ITAre 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.SummaryBusiness 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.SummaryThe 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.SummaryImplementation involves acquisition, testing, documentation, training, installation, and conversion activities that transform a newly designed business system into an operational system for end users.SummaryBusiness 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.End of ChapterChapter12