[内容简介]
The benchmark text for the syllabus organized by technology (a week on databases, a week on networks, a week on systems development, etc.) taught from a managerial perspective. O’Brien defines technology and then explains how companies use the technology to improve performance. Real world cases finalize the explanation.
[Table Of Contents]
Module I Foundation Concepts
Foundations of Information Systems in Business
Section I: Foundation Concepts: Information Systems in Business
Introduction
The Real World of Information Systems
Real World Case 1: The 2004 Athens Olympics Network: Faster, Stronger---and Redundant
What Is an Information System?
Information Technologies
What You Need to Know
An IS Framework for Business Professionals
The Fundamental Roles of IS in Business
Trends in Information Systems
The Role of e-Business in Business
Types of Information Systems
Operations Support Systems
Management Support Systems
Other Classifications of Information Systems
Managerial Challenges of Information Technology
Success and Failure with IT
Developing IS Solutions
Challenges of Ethics and IT
Challenges of IT Careers
The IS Function
Section II: Foundation Concepts: The Components of Information Systems
System Concepts: A Foundation
What Is a System?
Real World Case 2: Lufthansa: Taking Mobile Computing to the Skies While Keeping the Mobile Workforce Connected
Feedback and Control
Other System Characteristics
Components of an Information System
Information System Resources
People Resources
Hardware Resources
Software Resources
Data Resources
Network Resources
Information System Activities
Input of Data Resources
Processing of Data into Information
Output of Information Products
Storage of Data Resources
Control of System Performance
Recognizing Information Systems
Real World Case 3: Aviall Inc.: From Failure to Success with Information Technology
Real World Case 4: Continental Airlines: This Call Is Being Monitored
Competing with Information Technology
Section I: Fundamentals of Strategic Advantage
Strategic IT
Competitive Strategy Concepts
Real World Case 1: GE, Dell, Intel, and Others: The Competitive Advantage of Information Technology
Competitive Forces and Strategies
Strategic Uses of Information Technology
Other Competitive Strategies
Building a Customer-Focused Business
The Value Chain and Strategic IS
Value Chain Examples
Section II: Using Information Technology for Strategic Advantage
Strategic Uses of IT
Reengineering Business Processes
Real World Case 2: The U.S. Department of Commerce: Using IT to Tap Experts' Know-How Through Knowledge Management
The Role of Information Technology
Becoming an Agile Company
Creating a Virtual Company
Virtual Company Strategies
Building a Knowledge-Creating Company
Knowledge Management Systems
Real World Case 3: Shareware Grows Up: CIOs Are Saving Money by Pooling Resources and Software
Real World Case 4: CDW and Harrah's Entertainment: Developing Strategic Customer-Loyalty Systems
Module II Information Technologies
Computer Hardware
Section I: Computer Systems: End User and Enterprise Computing
Types of Computer Systems
Real World Case 1: Mobile Devices and Wireless Technologies Are a Must-Have: Return on Investment Is No Longer a Concern
Microcomputer Systems
Computer Terminals
Network Computers
Information Appliances
Midrange Systems
Mainframe Computer Systems
Supercomputer Systems
Technical Note: The Computer System Concept
Computer Processing Speeds
Section II: Computer Peripherals: Input, Output, and Storage Technologies
Peripherals
Input Technologies
Real World Case 2: Delta and Northwest Airlines: The Business Value of Customer Self-Service Kiosks
Pointing Devices
Pen-Based Computing
Speech Recognition Systems
Optical Scanning
Other Input Technologies
Output Technologies
Video Output
Printed Output
Storage Trade-Offs
Computer Storage Fundamentals
Direct and Sequential Access
Semiconductor Memory
Magnetic Disks
Types of Magnetic Disks
RAID Storage
Magnetic Tape
Optical Disks
Business Applications
Real World Case 3: Verizon Communications: Advances in Speech Recognition Software Are Extending the Utility of Traditional Applications
Real World Case 4: Wisconsin Physicians Service and Winnebago: Moving to Linux on the Mainframe
Computer Software
Section I: Application Software: End User Applications
Introduction to Software
What Is Software?
Types of Software
Real World Case 1: Microsoft: Looking at How Companies Do Business---and Writing Software for the Processes
Application Software for End Users
Business Application Software
Software Suites and Integrated Packages
Web Browsers and More
Electronic Mail and Instant Messaging
Word Processing and Desktop Publishing
Electronic Spreadsheets
Presentation Graphics
Personal Information Managers
Groupware
Software Alternatives
Application Service Providers
Software Licensing
Section II: System Software: Computer System Management
System Software Overview
Overview
Operating Systems
Real World Case 2: Amazon and eBay: The New Face of Web Services
Operating System Functions
Microsoft Windows
Unix
Linux
Mac OS X
Other System Management Programs
Programming Languages
Machine Languages
Assembler Languages
High-Level Languages
Fourth-Generation Languages
Object-Oriented Languages
Web Languages and Services
HTML
XML
Java
Web Services
Programming Software
Language Translator Programs
Programming Tools
Real World Case 3: Merrill Lynch and Others: The Growth of Linux in Business
Real World Case 4: Mark's Work Wearhouse and Others: Using Java in Business
Data Resource Management
Section I: Managing Data Resources
Data Resource Management
Foundation Data Concepts
Real World Case 1: Argosy Gaming Co.: Challenges in Building a Data Warehouse
Character
Field
Record
File
Database
Types of Databases
Operational Databases
Distributed Databases
External Databases
Hypermedia Databases
Data Warehouses and Data Mining
Data Mining
Traditional File Processing
Problems of File Processing
The Database Management Approach
Database Management Software
Database Interrogation
Database Maintenance
Application Development
Section II: Technical Foundations of Database Management
Database Management
Database Structures
Hierarchical Structure
Real World Case 2: Harrah's Entertainment and Others: Protecting the Data Jewels
Network Structure
Relational Structure
Multidimensional Structure
Object-Oriented Structure
Evaluation of Database Structures
Database Development
Data Planning and Database Design
Real World Case 3: Henry Schein Inc.: The Business Value of a Data Warehouse
Real World Case 4: Emerson and Sanofi: Data Stewards Seek Data Conformity
Telecommunications and Networks
Section I: The Networked Enterprise
Networking the Enterprise
Trends in Telecommunications
Real World Case 1: Celanese Chemicals and Others: Wireless Business Applications
Industry Trends
Technology Trends
Business Application Trends
Internet2
The Business Value of Telecommunications Networks
The Internet Revolution
Internet Applications
Business Use of the Internet
The Business Value of the Internet
The Role of Intranets
The Business Value of Intranets
The Role of Extranets
Business Value of Extranets
Section II: Telecommunications Network Alternatives
Telecommunications Alternatives
A Telecommunications Network Model
Real World Case 2: The State of Maryland: Serving Its Citizens Without Using Wires
Types of Telecommunications Networks
Wide Area Networks
Local Area Networks
Virtual Private Networks
Client/Server Networks
Network Computing
Peer-to-Peer Networks
Telecommunications Media
Twisted-Pair Wire
Coaxial Cable
Fiber Optics
Wireless Technologies
Terrestrial Microwave
Communications Satellites
Cellular and PCS Systems
Wireless LANs
The Wireless Web
Telecommunications Processors
Modems
Multiplexers
Internetwork Processors
Telecommunications Software
Network Management
Network Topologies
Network Achitectures and Protocols
The OSI Model
The Internet's TCP/IP
Bandwidth Alternatives
Switching Alternatives
Real World Case 3: UPS, Wells' Dairy, Novell, and GM: The Business Value and Challenges of Wi-Fi Networks
Real World Case 4: Boeing Company and Others: Converging Voice and Data Using Voice Over IP
Module III Business Applications
Electronic Business Systems
Section I: Enterprise Business Systems
Introduction
Cross-Functional Enterprise Applications
Real World Case 1: Hilton Hotels Corporation: Data-Driven Hospitality
Enterprise Application Architecture
Enterprise Application Integration
Transaction Processing Systems
The Transaction Processing Cycle
Enterprise Collaboration Systems
Tools for Enterprise Collaboration
Section II: Functional Business Systems
Introduction
IT in Business
Real World Case 2: GE Power Systems and Corporate Express: The Business Case for Enterprise Application Integration
Marketing Systems
Interactive Marketing
Targeted Marketing
Sales Force Automation
Manufacturing Systems
Computer-Integrated Manufacturing
Human Resource Systems
HRM and the Internet
HRM and Corporate Intranets
Accounting Systems
Online Accounting Systems
Financial Management Systems
Real World Case 3: Brunswick Corporation: Improving Supply-Chain Results
Real World Case 4: Lowe and HP: The Business Case for Swarming Collaboration
Enterprise Business Systems
Section I: Customer Relationship Management: The Business Focus
Introduction
Real World Case 1: Mitsubishi Motor Sales: Implementing Customer Relationship Management Systems
What Is CRM?
Contact and Account Management
Sales
Marketing and Fulfillment
Customer Service and Support
Retention and Loyalty Programs
The Three Phases of CRM
Benefits and Challenges of CRM
CRM Failures
Trends in CRM
Section II: Enterprise Resource Planning: The Business Backbone
Introduction
What Is ERP?
Real World Case 2: Agilent Technologies and Russ Berrie: Challenges of Implementing ERP Systems
Benefits and Challenges of ERP
The Costs of ERP
Causes of ERP Failures
Trends in ERP
Section III: Supply Chain Management: The Business Network
Introduction
What Is SCM?
Real World Case 3: TaylorMade Golf and HON Industries: The Business Value of Supply Chain Management
Electronic Data Interchange
The Role of SCM
Benefits and Challenges of SCM
Trends in SCM
Real World Case 4: H-P, Eastman Chemical, and Others: The Benefits and Challenges of SCM Systems
Real World Case 5: Wal-Mart and Mattel: Supply Chain Management Best Practices
Electronic Commerce Systems
Section I: Electronic Commerce Fundamentals
Introduction to e-Commerce
Real World Case 1: eBay Inc.: Managing Success in a Dynamic Online Marketplace
The Scope of e-Commerce
e-Commerce Technologies
Categories of e-Commerce
Essential e-Commerce Processes
Access Control and Security
Profiling and Personalizing
Search Management
Content and Catalog Management
Workflow Management
Event Notification
Collaboration and Training
Electronic Payment Processes
Web Payment Processes
Electronic Funds Transfer
Secure Electronic Payments
Section II: e-Commerce Applications and Issues
e-Commerce Application Trends
e-Commerce Trends
Real World Case 2: Keihin Aircon NA Inc.: Lean Manufacturing Is a Process Whose Time Has Come
Business-to-Consumer e-Commerce
e-Commerce Success Factors
Web Store Requirements
Developing a Web Store
Serving Your Customers
Managing a Web Store
Business-to-Business e-Commerce
e-Commerce Marketplaces
Clicks and Bricks in e-Commerce
e-Commerce Integration
Other Clicks and Bricks Strategies
e-Commerce Channel Choices
Real World Case 3: E-Trade and Wells Fargo: The Business Case for Clicks and Bricks e-Commerce
Real World Case 4: Microsoft and Dell: The WWW Is Anything but Business as Usual
Decision Support Systems
Section I: Decision Support in Business
Introduction
Information, Decisions, and Management
Real World Case 1: Allstate Insurance, Aviva Canada, and Others: Centralized Business Intelligence at Work
Information Quality
Decision Structure
Decision Support Trends
Decision Support Systems
DSS Components
Management Information Systems
Management Reporting Alternatives
Online Analytical Processing
Geographic Information and Data Visualization Systems
Using Decision Support Systems
What-If Analysis
Sensitivity Analysis
Goal-Seeking Analysis
Optimization Analysis
Data Mining for Decision Support
Executive Information Systems
Features of an EIS
Enterprise Portals and Decision Support
Enterprise Information Portals
Knowledge Management Systems
Section II: Artificial Intelligence Technologies in Business
Business and AI
An Overview of Artificial Intelligence
Real World Case 2: Wal-Mart, BankFinancial, and HP: The Business Value of AI
The Domains of Artificial Intelligence
Expert Systems
Components of an Expert System
Expert System Applications
Benefits of Expert Systems
Limitations of Expert Systems
Developing Expert Systems
Knowledge Engineering
Neural Networks
Fuzzy Logic Systems
Fuzzy Logic in Business
Genetic Algorithms
Virtual Reality
VR Applications
Intelligent Agents
Real World Case 3: Procter & Gamble and Others: Using Agent-Based Modeling for Supply Chain Management
Real World Case 4: Boehringer Ingelheim: Using Web-Based Tools for Financial Analysis and Reporting
Module IV Development Processes
Developing Business/IT Strategies
Section I: Planning Fundamentals
Introduction
Real World Case 1: The Rowe Cos. and Merrill Lynch: The ROI Process in Business/IT Planning
Organizational Planning
The Scenario Approach
Planning for Competitive Advantage
SWOT Analysis
Business Models and Planning
Business/IT Planning
Information Technology Architecture
Identifying Business/IT Strategies
Business Application Planning
Business/IT Architecture Planning
Section II: Implementation Challenges
Implementation
Implementing Information Technology
Real World Case 2: Johnson Controls and Bank of New York: The Challenges of Global Application Integration
End User Resistance and Involvement
Change Management
A Change Management Process
Real World Case 3: Corning Inc.: Business/IT Planning Strategies in Challenging Times
Real World Case 4: Cincinnati Bell: Change Management Challenges of Business Convergence
Developing Business/IT Solutions
Section I: Developing Business Systems
IS Development
The Systems Approach
Real World Case 1: Blue Cross, AT&T Wireless, and CitiStreet: Development Challenges of Self-Service Web Systems
Systems Thinking
The Systems Development Cycle
Prototyping
The Prototyping Process
Starting the Systems Development Process
Feasibility Studies
Systems Analysis
Organizational Analysis
Analysis of the Present System
Functional Requirements Analysis
Systems Design
User Interface Design
System Specifications
End User Development
Focus on IS Activities
Doing End User Development
Section II: Implementing Business Systems
Implementation
Implementing New Systems
Real World Case 2: InterContinental Hotels, Del Taco, and Cardinal Health: Implementation Strategies
Evaluating Hardware, Software, and Services
Hardware Evaluation Factors
Software Evaluation Factors
Evaluating IS Services
Other Implementation Activities
Testing
Data Conversion
Documentation
Training
Conversion Methods
IS Maintenance
Real World Case 3: Du Pont and Southwire: Implementing Successful Enterprise Information Portals
Real World Case 4: Wyndham International and Amazon.com: Cost-Effective IT
Module V Management Challenges
Security and Ethical Challenges
Section I: Security, Ethical, and Societal Challenges of IT
Introduction
Business/IT Security, Ethics, and Society
Real World Case 1: F-Secure, Microsoft, GM, and Verizon: The Business Challenge of Computer Viruses
Ethical Responsibility of Business Professionals
Business Ethics
Technology Ethics
Ethical Guidelines
Computer Crime
Hacking
Cyber Theft
Unauthorized Use at Work
Software Piracy
Piracy of Intellectual Property
Computer Viruses and Worms
Privacy Issues
Privacy on the Internet
Computer Matching
Privacy Laws
Computer Libel and Censorship
Other Challenges
Employment Challenges
Computer Monitoring
Challenges in Working Conditions
Challenges to Individuality
Health Issues
Ergonomics
Societal Solutions
Section II: Security Management of Information Technology
Introduction
Real World Case 2: Geisinger Health Systems and Du Pont: Security Management
Tools of Security Management
Internetworked Security Defenses
Encryption
Firewalls
Denial of Service Defenses
e-Mail Monitoring
Virus Defenses
Other Security Measures
Security Codes
Backup Files
Security Monitors
Biometric Security
Computer Failure Controls
Fault Tolerant Systems
Disaster Recovery
System Controls and Audits
Information System Controls
Auditing IT Security
Real World Case 3: The Federal Reserve Bank: Creating a Sound Software Patch Management Strategy
Real World Case 4: Online Resources, Lehman Brothers, and Others: Managing Network Security Systems
Enterprise and Global Management of Information Technology
Section I: Managing Information Technology
Business and IT
Real World Case 1: Chicago Board of Trade: From Failure to Success in Managing Information Technology
Managing Information Technology
Business/IT Planning
Information Technology Architecture
Managing the IS Function
Organizing IT
Managing Application Development
Managing IS Operations
Human Resource Management of IT
The CIO and Other IT Executives
Technology Management
Managing User Services
Failures in IT Management
Management Involvement and Governance
Section II: Managing Global IT
The International Dimension
Global IT Management
Real World Case 2: Global Exchange Services and Allstate: Challenges and Solutions in Offshore Systems Development
Cultural, Political, and Geoeconomic Challenges
Global Business/IT Strategies
Global Business/IT Applications
Global IT Platforms
The Internet as a Global IT Platform
Global Data Access Issues
Internet Access Issues
Global Systems Development
Systems Development Strategies
Real World Case 3: Bio-ERA and Burlington Northern Santa Fe: The Business Case for Global Collaborative Development
Real World Case 4: Avon Products and Guardian Life Insurance: Successful Management of IT Projects
Appendix: Real World Case Studies
Review Quiz Answers
Selected References
Glossary for Business Professionals
Name Index
Company Index
Subject Index
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