Thương mại điện tử - Chapter 14: Enterprise & global management of information technology

Enterprise & Global Management of Information TechnologyChapter14Identify each of the three components of information technology management and use examples to illustrate how they might be implemented in a business.Explain how failures in IT management can be reduced by the involvement of business managers in IT planning and management.Learning ObjectivesLearning ObjectivesIdentify several cultural, political, and geoeconomic challenges that confront managers in the management of global information technologies.Explain the effect on global business/IT strategy of the trend toward a transnational business strategy by international business organizations.Learning ObjectivesIdentify several considerations that affect the choice of IT applications, IT platforms, data access policies, and systems development methods by a global business enterprise.Why Study IT Management?As the 21st century unfolds, many companies throughout the world are intent on transforming themselves into global business powerhouses via major investments in global e-business, e-commerce, and other IT initiatives.Case #1: Managing ITReasons for Failure:Ancient, unreliable, undocumented infrastructureLacking project and budget controlsSubstandard quality controlIT full of silos and fiefdomsNo economies of scaleCase #1: Managing ITWhat were several major reasons the IT organization had failed at the Chicago Board of Trade? Explain the impact of each on CBOT.What were several key management changes and initiatives that Bill Farrow implemented to make IT successful at CBOT? Explain the impact of each on CBOT.Case #1: Managing ITDoes the experience of CBOT prove that “IT is a business function that needs to be managed like any other business function?” Why or why not?What role should a company’s executives and business unit managers play in managing the IT function in a business? Why?Components of IT ManagementConventional vs. E-business IT ManagementBusiness/IT Planning ProcessComponents of Business/IT PlanningStrategy Development – developing business strategies that support a company’s business visionResource Management – developing strategic plans for managing or outsourcing a company’s IT resourcesTechnology Architecture – making strategic IT choices that reflect an information technology architecture designed to support a company’s business/IT initiativesInformation Technology ArchitectureTechnology Platform – Networks, computer systems, system software and integrated enterprise application software provide a computing and communications infrastructure, or platform, that supports the strategic use of information technology for e-business, e-commerce, and other business/IT applicationsData Resources – operational and specialized databases store and provide data and information for business processes and decision supportInformation Technology ArchitectureApplications Architecture – integrated architecture of enterprise systems that support strategic business initiatives as well as cross-functional business processesIT Organization – organizational structure of the IS function within a company and the distribution of IS specialists are designed to meet the changing strategies of a businessStrategic vs. Application PlanningOrganizational Components of ITApplication Development ManagementDefinition:Managing activities such as systems analysis and design, prototyping, applications programming, project management, quality assurance, and system maintenance for all major business/IT development projectsIS Operations ManagementDefinition:Use of hardware, software, network, and personnel resources in the corporate or business unit data centers of an organizationSystem Performance MonitorsDefinition:Software packages that monitor the processing of computer jobs, help develop a planned schedule of computer operations that can optimize computer system performance, and produce detailed statistics that are invaluable for effective planning and control of computing capacityChargeback SystemsDefinition:Output of a system performance monitor that allocates costs to users based on the information services renderedProcess Control CapabilitiesDefinition:Performance monitoring systems that not only monitor but automatically control computer operations at large data centersHuman Resource Management of ITRecruit qualified personnel and develop, organize, and direct the capabilities of existing personnelContinually train employees to keep up with the latest developments in a fast-moving and highly technical fieldContinually evaluate employee job performances and reward outstanding performances with salary increases and promotionsSet salary and wage levels and design career paths so individuals can move to new jobs through promotion and transfer as they gain in seniority and expertiseChief Information OfficerJob Description:Oversees all uses of information technology in many companies, and brings them into alignment with strategic business goalsTechnology ManagementDefinition:Information technologies managed as a technology platform for integrating internally focused or externally facing business applicationsManaging User ServicesDefinition:Business units that support and manage end user and workgroup computingIT Management FailuresInformation technology is not being used effectively by companies that use IT primarily to computerize traditional business processes, instead of developing innovative e-business processesInformation technology is not being used efficiently by information systems that provide poor response times and frequent downtimes, or IS professionals and consultants who do not properly manage application development projectsManagement Involvement and GovernanceExtensive and meaningful managerial and end user involvement is the key ingredient of high-quality information systems performanceInvolving business managers in the governance of the IS function and business professionals in the development of IS applications should shape the response of management to the challenge of improving the business value of information technologyCase #2: Offshore Systems DevelopmentOffshore IS Development Challenges:Loss of control over foreign technology workersLoss of control over quality of IT projectsCase #2: Offshore Systems DevelopmentSolutions to Offshore IS Development:Use employees rather than contractorsKeep workers informed of plans for distributing various IT projectsOn-site management a by local nationalEnsure the economies of the local environment are sustainableCase #2: Offshore Systems DevelopmentWhat are the business benefits and limitations of sending software development offshore? Use the companies in this case as examples.What are the business value and limitations of the in-sourcing model of offshore software development? Use GXS and Allstate as examples.Case #2: Offshore Systems DevelopmentShould U.S. companies send their software development and other IT functions offshore? Why or why not?What ethical and societal issues should the management of companies consider when making offshore outsourcing or insourcing decisions? Give several examples to illustrate your answer.Global IT ManagementDevelop appropriate business and IT strategies for the global marketplaceDevelop the portfolio of business applications needed to support business/IT strategiesGlobal IT Management DimensionsGlobal IT Management ChallengesPoliticalGeoeconomicCulturalPolitical ChallengesRules regulating or prohibiting transfer of data across national boundariesSeverely restricted, taxed, or prohibited imports of hardware and softwareLocal content laws that specify the portion of the value of a product that must be added in that country if it is to be sold thereReciprocal trade agreements that require a business to spend part of the revenue they earn in a country in that nation’s economyGeoeconomic ChallengesSheer physical distancesDifficult to get good-quality telephone and telecommunications servicesDifferences in the cost of living and labor costsCultural DifferencesLanguagesCultural InterestsReligionsCustomsSocial AttitudesPolitical PhilosophiesTransnational StrategiesDefinition:Integration of global business/IT applications through close cooperation and interdependence among a company’s international subsidiaries and its corporate headquartersInternational vs. Global vs. TransnationalGlobal Business DriversDefinition:Business requirements caused by the nature of the industry and its competitive or environmental forcesExamples:Global CustomersGlobal ProductsGlobal OperationsGlobal ResourcesGlobal CollaborationGlobal IT PlatformDefinition:Managing the hardware, software, data resources, telecommunications networks, and computing facilities that support global business operationsInternet as a Global IT PlatformThe Internet provides an interactive channel for direct communication and data exchange with customers, suppliers, distributors, manufacturers, product developers, financial backers, information providers – in fact, with all parties involved in a given business venture.Key Questions for Global WebsitesWill you have to develop a new navigational logic to accommodate cultural preferences?What content will you translate, and what content will you create from scratch to address regional competitors or products that differ from those in the U.S.?Should your multilingual effort be an adjunct to your main site, or will you make it a separate site, perhaps with a country-specific domain?Key Questions for Global WebsitesWhat kinds of traditional and new media advertising will you have to do in each country to draw traffic to your site?Will your site get so many hits that you’ll need to set up a server in a local country?What are the legal ramifications of having your website targeted at a particular country, such as laws on competitive behavior, treatment of children, or privacy?Transborder Data FlowsDefinition:Business data flow across international borders over the telecommunications networks of global information systemsMay be viewed as violating a nation’s sovereignty or violating their laws to protect local IT industry from competition or their labor regulations for protecting local jobsInternet Access IssuesHigh Government Access FeesGovernment Monitored AccessGovernment Filtered AccessNo Public Access AllowedGlobal Systems DevelopmentConflicts over local versus global system requirementsDifficulties in agreeing on common system featuresDisturbances caused by systems implementation and maintenance activitiesGlobal standardization of data definitionsSystems Development StrategiesTransform an application used by the home office into a global applicationSystem used by a subsidiary that has the best version of an application will be chosen for global useSet up a multinational development team with key people from several subsidiaries to ensure that the system design meets the needs of local sites as well as corporate headquartersSystems Development StrategiesParallel Development – parts of the system are assigned to different subsidiaries and the home office to develop at the same times based on the expertise and experience at each siteCenters of Excellence – an entire system may be assigned for development to a particular subsidiary based on their expertise in the business or technical dimensions needed for successful developmentOffshore Development – outsource the development work to a global development companyInternet-enabled CollaborationCase #3: Global Collaborative DevelopmentDistributed Global Collaborative Model:Low-cost application development talent is located around the world, and with Internet-based, open-source tools available for collaborative application development, teams can now come together quickly to get a job doneCase #3: Global Collaborative DevelopmentBenefits:Allows executives to concentrate on running their core businessesFast, cheap developmentCase #3: Global Collaborative DevelopmentHow is the open-source model affecting the development of application software for business?What are the business benefits of the global or collaborative approach to software development? Use the companies in this case as examples.Case #3: Global Collaborative DevelopmentWhat are several potential challenges or limitations that might arise when using a global collaborative approach to software development? How can companies address such challenges?Case #4: Successful ManagementReasons for Failure:Poor project managementThe lack of good project management may lead to business units taking on IT development projects without the knowledge or oversight of a company’s IT departmentCase #4: Successful ManagementIT Project Metrics:Periodic status reports NPV and IRR calculationsCapital spending figuresROICase #4: Successful ManagementWhat are several possible solutions to the failures in IT project management at many companies described at the start of this case? Defend your proposals.What are several key ways that Avon and Guardian assure that their IT projects are completed successfully and support the goals of the business?Case #4: Successful ManagementIf you were the manager of a business unit at Avon or Guardian, what are several other things you would like to see their IT groups do to assure the success of an IT project for your business unit? Defend your suggestions.SummaryManaging IT includes:Managing the joint development and implementation of e-business and IT strategiesManaging the development of e-business applications and the research and implementation of new information technologiesManaging IT processes, professionals, and subunits within a company’s IT organization and IS functionSummaryInformation systems are not being used effectively or efficiently by many organizations. The experiences of successful organizations reveals that the basic ingredient of high-quality information systems performance is extensive and meaningful management and user involvement in the governance and development of IT applications.SummaryThe international dimensions of managing global information technologies include dealing with cultural, political, and geoeconomic challenges posed by various countries; developing appropriate business and IT strategies for the global marketplace; and developing a portfolio of global e-business and e-commerce applications and an Internet-based technology platform to support them.SummaryMany businesses are becoming global companies and moving toward transnational business strategies in which they integrate the global business activities of their subsidiaries and headquarters.End of ChapterChapter14