5600 City Avenue
Philadelphia, PA 191311395
Management Support Concepts & Technologies
(MIS 2571)
Draft Syllabus ‡
Instructor Name:
Office Location:
Tel. No.:
Fax No.:
Email Address:
Homepage:
Class Meetings:
Starting Date:
Office Hours:
Rubén A. Mendoza
Mandeville Hall 378
(610) 660-1639
(610) 660-1229
RMendoza@sju.edu
http://www.sju.edu/~rmendoza/
Tuesdays & Thursdays, 10:00-11:15am
August 26th, 2003
Tuesdays & Thursdays, 1:00pm to 4:00pm. Other times by appointment
COURSE DESCRIPTION
The course introduces students to Information Technologies (ITs), methods, and services in a decision-support
context. The course emphasis is on understanding the impact of all technologies (older, current, and emerging) on
organizational activities and the pursuit of competitive advantage. The course is not a technical course, but it is
about technologies, and the primary objective is the development of a technology-literate, technically-savvy
manager.
The course will cover technologies used by managers to generate, collect, analyze, and disseminate information and
to help them make decisions based on that information. The impact of these technologies on business processes, the
structure of organizations, and their relationships with business partners will also be discussed. This study will be
grounded on the impact of these technologies on a firm’s data and communications architecture, development and
deployment activities, and technology and end-user support processes.
These objectives will be accomplished through the use of lectures, relevant readings from all available sources, and
self-guided student learning and exploration. Students will learn to research established and emerging technologies,
summarize their findings, and present them to the class in a context and manner appropriate for making business
decisions regarding the use of those technologies.
COURSE GRADING POLICY
Final course grade will be assigned based on the following scale:
Group Assignments
 Three (3) assignments
 Details will be announced in class
Peer Evaluation
 In-group individual evaluations
 Details will be announced in class
Individual Assignment
60%
15%
10%
 Case Study write-up
 Details will be announced in class
Individual Participation
TOTAL
15%
100%
In-Class Participation Grading Scale *
Student contributions should be
 Original
 Relevant
 Timely
 Thoughtful
 Appropriately brief
Student contributions, as defined above, will be graded as follows:
15 pts. - Regular contributions
10 pts. - Frequent contributions
7 pts. - Occasional contributions
4 pts. - Rare contributions
1 pt.
- No contributions made
0 pts. - Disruptive classroom, computing, telephone behaviors
* In-between scores at instructor’s discretion
TEXTBOOK(S)
Required:
End-User Information Systems, 2nd Edition. E.A. Regan and B.N. O’Connor. Prentice Hall. ISBN: 0-13-018264-8
Supplemental Readings as listed in the syllabus and/or announced in class.
HONOR CODE POLICIES
Students are expected to adhere to University and Haub Business School rules and guidelines for student behavior.
COURSE SCHEDULE ‡
Date
Topic(s)
Aug 26  Course Introduction and Overview
Aug 28
Sep 2
 Life in the Networked Organization
Sep 4
Sep 9
 Innovation and Strategic Planning
Sep 11
 Assessing the Value of Information
Technology – I
Sep 16
 Assessing the Value of Information
Technology - II
Sep 18
 Productivity Tools for Individuals
Sep 23
 Work Group Computing
Readings/Activities
 Recklies, D. (2001)
“Porter’s Five Forces,” TheManager.org
(http://www.themanager.org/Models/p5f.htm)
 Recklies, D. (2001)
“Beyond Porter,” TheManager.org
(http://www.themanager.org/Strategy/BeyondPorter.htm)
 The Value Chain
(http://www.themanager.org/Models/ValueChain.htm)
 Chapter 1 (Light review)
 Cairncross, F. (1997)
“Trendspotters,”
The Death of Distance website
(http://www.deathofdistance.com/trend.html)
 Chapter 2 (Light review)
 Chapter 13.1-13.5
 The Alliance
Strategic
Planning FAQ (Sections 1-5) (http://www.allianceonline.org/)
 Chapter 9
 Brynjolfsson, E. 1993
"The
Productivity Paradox of Information Technology," Communications
of the ACM (36:12)
 McCune, J. (1998)
“The
Productivity Paradox,” Management Review 87
 Knowledge at Wharton (2002)
“Back
to the Basics: Accounting for IT in Business Performance”
(http://knowledge.wharton.upenn.edu/microsoft/070302.html)
 Violino, B. (1998)
“ROI
in the Real World,” InformationWeek (679:60)
 Varon, E. (2003)
“R.O.Iowa,”
CIO.com Case Files (http://www.cio.com/archive/060103/iowa.html)
 Chapter 3.4
 Gaskin, J. (April, 2003)
“Inside
Office Productivity Suites”
(http://www.nwfusion.com/)
 Group Assignment #1 Announced
(Office Productivity Tool)
 Chapter 4
 IBM Lotus Domino is # 1 at Hertz (June 2003)
(http://www3.ibm.com/software/swnews/swnews.nsf/np/jmae5mzn44)
Sep 25
 Knowledge Management
Sep 30
 Knowledge Management
 Group Assignment #2 Announced
(Group Productivity Tool)
 Chapter 5
 PricewaterhouseCoopers, LLP Profile (1999)
American Productivity & Quality Center website
(http://apqc.org/portal/apqc/site/content?docid=102755)
 Developing Rewards and Recognition for Knowledge-sharing (2001)
American Productivity & Quality Center
(http://apqc.org/portal/apqc/site/content?docid=106982)
 Hildebrand, C. (1999)
“Does
KM = IT?” CIO.com
(http://www.cio.com/archive/enterprise/091599_ic.html)
Oct 2
 Data Warehousing
Oct 7
 Data Warehousing
 Santosus, M. (June, 2003)
“Below the Surface,” CIO.com
(http://www.cio.com/research/knowledge/edit/k060503_tacit.html)
 Santosus, M. (May, 2003)
“P&G’s Streamlined Design,” CIO.com
(http://www.cio.com/research/knowledge/edit/k050803_proctor.html)
 Chaudhuri, S. & Dayal, U. (1997)
“An
Overview of Data Warehousing and OLAP Technology” ACM
SIGMOD Record (56:1, March, pp. 65-74)
(ftp://ftp.research.microsoft.com/users/surajitc/sigrecord.pdf)
 Greenfield, L. (February, 2002)
“The
Case for Data Warehousing”
The
Data Warehousing Information Center website
(http://www.dwinfocenter.org/casefor.html)
 Greenfield, L. (December, 2002)
“The
Case Against Data Warehousing,”
The Data
Warehousing Information Center website
(http://www.dwinfocenter.org/against.html)
 Raizada, S.
“Eleven Steps to Success in Data Warehousing,” Syntel website
(http://www.syntelinc.com/syntel/english/00000290/Syntel_dw_11steps.pdf)
 Peterson, T. (2003)
“Data Scrubbing,” ComputerWorld, February 10
(http://www.computerworld.com/databasetopics/data/story/0,10801,78230,00.html?nas=DM-78230)
Oct 9
 Student Presentations
Oct 14
Fall Semester Break - No Class
Oct 16
 Data Warehousing
 Customer Relationship
Management (CRM)
 Paul, L. (1997)
“Anatomy
of a Failure,” CIO.com
(http://www.cio.com/archive/enterprise/111597_data.html)
 Villano, M. (1999)
“Data
Gets a Makeover,” CIO.com
(http://www.cio.com/archive/100199/lore.html)
 Group Assignment #1 Due
 Deck, S. (2001)
CRM?” CIO.com May 1
(http://www.cio.com/research/crm/edit/crmabc.html)
 Tuck, L. (2003)
Must-Have CRM Application,” CRMDaily.com June 9
(http://www.crmdaily.com/perl/story/21685.html)
 Morphy, E. (2002)
“What’s in a ‘CRM” Suite?” CRMDaily.com, May 17
(http://www.crmdaily.com/perl/story/17800.html)
 Costello, D. (2001)
“What is
“The
“Consolidating CRM Resources,” DestinationCRM.com November 26
(http://www.destinationcrm.com/articles/default.asp?ArticleID=1855)
 Surmacz, J. (2003)
Second Look at CRM,” CIO.com, June 11
(http://www2.cio.com/metrics/2003/metric558.html)
 Bass, A. (2003)
“CIGNA’s Self-Inflicted Wounds,” CIO.com March 15
(http://www.cio.com/archive/031503/cigna.html)
 Morgen, S.D. (2003)
“A
“People
Power: Simple Factors for CRM Success,” IntelligentCRM.com
Oct 21
 Customer Relationship
Management (CRM)
 Enterprise Resource Planning
(ERP) & Enterprise Application
(http://www.intelligentcrm.com/feature/2003/01/0301feat1_1.shtml)
 Koch, C. (2002)
“The
ABCs of ERP,” CIO.com ERP Research Center
(http://www.cio.com/research/erp/edit/erpbasics.html)
 Slater, D. (1999) “What is ERP?” CIO.com May 15
Integration (EAI)
(http://www.cio.com/archive/enterprise/051599_curve.html)
 Greenemeier, L. (2001)
“ERP: It’s Not Just for Big Companies,” InformationWeek.com, October 29
(http://www.informationweek.com/story/IWK20011025S0010)
 Taylor, C. (2003)
“Eat… Or Be Eaten,” TIME.com, Jun 17
(http://www.time.com/time/magazine/article/0,9171,1101030623-458757,00.html)
Oct 23
 Enterprise Resource Planning
(ERP) & Enterprise Application
Integration (EAI)
 Deck, S. (2001)
“How Indian Got Its Vroom Back,” CIO.com, June 15
(http://www.cio.com/archive/061501/indian.html)
 Koch, C. (2002)
“Hershey’s
Bittersweet Lesson,” CIO.com, Nov 15
(http://www.cio.com/archive/111502/tl_hershey.html)
 Worthen, B. (2002) [Optional Reading]
“Nestlé’s ERP Odyssey,” CIO.com, May 15
(http://www.cio.com/archive/051502/nestle.html)
 Samtani, G. & Sadwhani, D. (2001)
“EAI and Web Services: Easier Enterprise Application Integration?”
WebServicesArchitect.com, October 17
(http://www.webservicesarchitect.com/content/articles/samtani01.asp)
Oct 28
 Support and Help Desk
Management – I
 Group Assignment #3 Announced
(KM, DW, DSS, CRM, ERP, or EAI Tool)
 Chapter 7 (Light review)
 Connor, D. (1999)
“Dell Adopts Online Support; Compaq Soon to Follow,”
Network World (16:35)
(http://www.nwfusion.com/news/1999/0830support.html)
 Holt, S. (1999)
“Help
Desks Must Help Themselves,”
InfoWorld,
January 25
 Build-A-Bear Workshop Case Study (2001)
Applied
Innovation Management website
(http://www.innovate.com/corporate/success/buildabear/buildabear.pdf)
Oct 30
 Support and Help Desk
Management – II
 Heineken Case Study (2002)
Applied
Innovation Management website
(http://www.innovate.com/corporate/success/heineken/heineken.pdf)
 King, J. (1999)
“Users
Discover Dark Side of Help Desk Outsourcing,” ComputerWorld,
January 25
(http://www.computerworld.com/news/1999/story/0,11280,33696,00.html)
 Overby, S. (2003) “Inside Outsourcing in India,”
CIO.com, June 1
(http://www.cio.com/archive/060103/outsourcing.html)
Nov 4
Guest Speakers:
David Y. Sharp, Assistant Vice President, Global Operations, ACE INA Holdings, Inc.
Donald Hanson, H.L. Yoh Company, LLC
Nov 6
 Project consultancy
Nov 11  Student Presentations
Nov 13  Management Issues
Nov 18  Human Factors: Workplace Design
 Organizational Change
Nov 20  Business Process and Job Redesign
 In-class group work
 Group Assignment #2 Due
 Intellectual Property in Everyday Life – A Virtual Tour
World
Intellectual Property Organization (WIPO) website
(http://www.wipo.int/athome/index.shtml)
 HBS Case “Network Associates: Securing the Internet” (9-799-087)
 Individual Assignment Due
Onepage case analysis. Details will be announced in class
 Chapter 10.1, 10.2, 10.4
 Chapter 11
 Chapter 12.1-12.5
Nov 25  Project Management: Foundations
and Overview
Nov 27 Thanksgiving Break - No Class
Dec 2
 Student Presentations
Dec 4
‡
 Hammer, M. (1990)
“Reengineering Work: Don’t Automate, Obliterate,”
Business Review, July-August (pp. 104-112)
 Readings will be announced in class
 Group Assignment #3 Due
Contents and dates subject to change. Guest Speakers may be featured during the term, depending on availability
and appropriateness to the topics being discussed.
Harvard