Module IV – Development Processes
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Developing
Business/IT
Solutions
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-1
Learning Objectives
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
1.Use 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.
2.Describe and give examples to illustrate how you
might use each of the steps of the information systems
development cycle to develop and implement an ebusiness system.
3.Explain how prototyping improves the process of
systems development for end users and IS specialists.
4.Identify the activities involved in the implementation
of new information systems.
5.Describe several evaluation factors that should be
considered in evaluating the acquisition of hardware,
software, and IS services.
6.Identify several change management solutions for end
user resistance to the implementation of new
information systems.
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-2
Developing
Business/IT Solutions
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
• The Systems Approach
• Information Systems
Development or
Application Development
• Real World Case 1- Blue
Cross, AT&T Wireless, and
Click to go to
CitiStreet
Case 1
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-3
The Systems Approach
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
• Recognize and Define
Problem Using Systems
Thinking
• Develop and Evaluate
Alternatives
• Select a Solution
• Design the System Solution
• Implement and Evaluate
the Success of the Designed
System
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-4
The Systems Approach
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
• Using Systems Thinking
–The Fifth Discipline
• Seeing Relationships
Among Systems
• Seeing Processes of Change
Among Systems
• Systems Context
• An Example of Systems
Thinking…
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-5
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
The Systems Approach
An Example of
Systems Thinking
Control
Feedback
Poor
Sales
Management
?
Incorrect
Sales Information?
Inadequate
Selling
Effort
?
Out-of-Date
Sales
Procedures
?
Poor
Sales
Performance
?
Input
Processing
Output
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-6
The Systems Approach
IS Development Cycle
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
Understand the
Business
Problem or
Opportunity
Develop an
Information
System
Solution
Product Feasibility Study
Systems
Analysis
Product Functional Requirements
Systems
Design
Product System Specifications
Implement
the
Information
System
Solution
Systems
Implementation
Product Operational System
Systems
Maintenance
KEY TERMS
BACK NEXT
Systems
Investigation
Product Improved System
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-7
Systems Development Cycle
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
Systems Development Life Cycle
The Prototyping Process
•Investigation/Analysis
Develop
Business System
Prototypes
•Analysis/Design
Revise the
Prototypes to Better
Meet End User
Requirements
• Design/
Implementation
Use and Maintain
the Accepted
Business System
• Implementation/
Maintenance
Prototyping
Cycle
Maintenance
Cycle
KEY TERMS
BACK NEXT
Identify an End
User’s Business
Requirements
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-8
Systems Development Cycle
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Agile Systems Development
Typical Prototyping-Based
Systems Development Process
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-9
Systems Development Cycle
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Frito-Lay Inc.: Failure and
Success in Systems Development
• National Sales Team Collaboration
Difficult
• Development of Web-Based
Enterprise Knowledge
Management Portal
• Support for Collaboration
• Omitted Features Had to be Added
• Resulted in Better Collaboration
and Improved Access to Knowledge
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-10
Systems Development Process
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Starting the Process
• Feasibility Studies
• Organizational
Feasibility
• Economic Feasible
• Technical Feasibility
• Cost/Benefit Analysis
• Intangible Costs
• Intangible Benefits
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-11
Systems Development Process
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Starting the Process
Key Objectives
IT Proposals
for Addressing
Strategic
Business
Priorities
Action Plan
Planning for
Application
Development
and
Implementation
Business Case
for Investing in
e-Business
Projects
Real World Cases
KEY TERMS
BACK NEXT
Feedback
Feedback
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-12
Systems Development Process
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Starting the Process
Feasibility Factors
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-13
Systems Development Process
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Starting the Process
How a Feasibility Study
Might Measure a Proposal
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-14
Systems Development Process
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Starting the Process
Possible Benefits of New System
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-15
Systems Analysis
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
•Organizational Analysis
•Analysis of the Present
System
•Hardware
•Software
•Network
•People Resources
•Document Activities of
Input, Processing, Output,
Storage, and Control
Systems
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-16
Systems Analysis
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Buyer Zone and OfficeMax:
Evaluating Customer Website
Experiences
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-17
Systems Analysis
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Buyer Zone and OfficeMax:
Evaluating Customer Website
Experiences
•Websites Failed to Support the
Purchase-or-Lease Decision
Process
•Should Support Decision
Processes Before Pushing
Product
•Provide the Right Tools at the
Right Time
•Integrate Related Tasks
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-18
Systems Analysis
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Functional Requirements for a
Proposed e-Commerce System
What Should be Done –
Not How…
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-19
Systems Design
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Systems Analysis Describes What is
to be Done…
Systems Design Specifies How
Systems Design
User Interface
Design
• Screen, Form, Report,
and Dialog Design
Data
Design
Process
Design
• Data Element
Structure Design
• Program and
Procedure Design
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-20
Systems Design
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
User Interface Design
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-21
Systems Design
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
User Interface Design
Examples…
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-22
Systems Design
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
Priceline.com: Designing a
User Interface
•Simplifying the Web Interface
•Simpler and More
Compelling Site Brought 50%
Increase in Visitors
•Less Decision Making by User
is a Good Thing
•Much More Successful Design
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-23
Systems Design
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Examples of Systems Specifications
for a New e-Commerce System
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-24
End User Development
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Focus on Processing Activity
Components
Control
What controls are needed to
protect against accidental
loss or damage?
Is there a need to control
access to data used by the
application?
Input
What data are available,
in what form?
Processing
What operations on the inputs
are needed to produce the
desired output?
What software can most
effectively support those
operations?
Output
What information is
needed by end users and
in what form should the
output be presented?
Storage
Does the application use
previously stored data?
Does it create data that must
be stored for future use by
this or other applications?
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-25
End User Development
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Focus on Processing Activity
Components
•Inputs
•Outputs
•Processing
•Storage
•Control
•Doing End User
Development
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-26
End User Development
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
MS FrontPage Development Tool
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-27
End User Development
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Encouraging Intranet
Website Development
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-28
End User Development
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Providence Health System:
End User Web Development
•Had Outdated and Incorrect
Website Content
•IT Gave Up Control to
Encourage Group Content to be
Added to Internet and Intranet
Sites Using Development Tools
•MS FrontPage Used to
Empower Other Departments at
Little Cost
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-29
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
Implementing
Business Systems
• System Design
• Implementation
• Maintenance
• Challenges and Strategies
Real World Case 2Intercontinental Hotels, Del
Taco, and Cardinal Health
Click to go to
Case 2
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-30
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
Overview of the
Implementation Process
Implementation
Activities
Acquisition
of Hardware,
Software,
and
Services
Software
Development
or
Modification
Data
Conversion
End User
Training
Conversion
•Parallel
•Pilot
•Phased
•Plunge
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-31
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Zurich North America: IT
Project Management
•Desire for Full Project
Transparency Through
Intranets
•10-20% of Incomes Based
Upon Company Success
•Wanted Project Management
Agreements in Writing
•No Projects Without a Paying
Customer
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-32
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Evaluating Hardware, Software,
and Services
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-33
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Examples from IBM of Hardware,
Software, and IS Services
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-34
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Ten Major Hardware Evaluation
Factors
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-35
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Select Software Evaluation
Factors
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-36
Implementing New Systems
Evaluating IS Service Factors
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-37
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
OshKosh B’Gosh, Inc.: Evaluating IT
Vendors and Products
•Used System to Connect
Vendors
•Work to Design
Requirements First – Then
Seek Solutions
•Check References on Vendor
Applications
•Involve End-User in the
System Selection Process
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-38
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Other Implementation Activities
•Testing
•Data Conversion
•Documentation
–Computer-Aided
Systems Engineering
(CASE)
•Training
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-39
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Clarke American Checks: WebBased ERP Training
•Use of Website For
Collaborative Training on
New ERP Software
•Watching or Performing
Simulated Transactions
•Self-Paced Training Well
Liked and Costs Less
•75% Savings Over
Instructor-Led Training
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-40
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Example Implementation Plan
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-41
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
Conversion Methods
•Parallel Conversion
•Phased Conversion
•Pilot Conversion
•Plunge or Direct
Cutover
–Graphically…
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-42
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Conversion Methods
Old System
Parallel
New System
Old System
New System
Pilot
Old System
New System
Phased
Old System
New System
Plunge
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-43
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
IS Maintenance
Systems
Maintenance
Post-Implementation
Review
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-44
Implementing New Systems
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
GM Locomotive Group: Failure
in System Implementation
• Builder of Diesel-Electric Locomotives
• Failure in Launch of ERP Application in
2001
• Parts Business Virtually Stopped
• Undertook Emergency 6 Month
Turnaround
• SAP System Reconfigured, Flushed and
Replaced Data
• Legacy Mainframe Couldn’t Handle New
System
• System Didn’t Perform
• Some Outsourcing Occurring
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-45
Managing Organizational
Change
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Resistance to Change
•End-User Resistance
•End-User Involvement
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-46
Managing Organizational
Change
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Resistance to Change
Obstacles to Knowledge
Management
3%
9%
User Resistance to Sharing Knowledge
Immaturity of Technology
53%
15%
Immaturity of Knowledge
Management Industry
Cost
Lack of Need
Real World Cases
20%
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-47
Change Management
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Crane Engineering: Overcoming
User Resistance to CRM
•Difficulty in Changing Habits
of Sales Persons
•Fear of Windows and CRM
•Sell Advantages to Sales Staff to
Win Acceptance
•Move From Product to a
Customer Centered Approach
•Requires Structural Changes
Throughout All Aspects of the
Firm
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-48
Change Management
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Focus is on People
•Change Action Plan
•Change Sponsors
•Change Teams
•Encouraging Open
Communications
•Receiving Feedback
•Work Within the
Company Culture
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-49
Change Management
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Duke Energy: A Guerilla
Approach to Business Change
•e-Team of Advocates Went
Throughout Company Launching
Internet Initiatives
•In 18 Months Team Had Saved $52
Million
•Search for Other Activities for the
Internet
•New Team Launched Initiatives
•Used Mantra “Invest Little-Save
Big”
•Launched Many Projects
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-50
Summary
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
1. The Systems
Development Cycle
2. Prototyping
3. End-User Development
4. Implementing IS
5. Evaluating Hardware,
Software, and Services
6. Implementing Business
Change
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-51
KEY TERMS
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Change Management
Conversion Methods
Cost/benefit Analysis
Data conversion
Documentation
Economic Feasibility
End User Involvement
End User Resistance
End User Development
a. Hardware
b. IS Services
c. Software
Feasibility Study
Functional Requirements
Implementation Process
Intangible
a. Benefits
b. Costs
Operational Feasibility
Organizational Analysis
Organizational Feasibility
Copyright 2005, McGraw-Hill/Irwin, Inc.
Postimplementation Review
Project Management
Prototype
Prototyping
Systems Analysis
Systems Approach
Systems Design
Systems Development Life
Cycle
Systems Implementation
Systems Investigation
Systems Maintenance
System Specifications
System Testing
Systems Thinking
Tangible
a. Benefits
b. Costs
Technical Feasibility
User Interface Design
10-52
Optional Case Studies
Real World Case 1
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Blue Cross, AT&T Wireless, and
CitiStreet: Development Challenges
of Self-Service Web Systems
Click to go to
Case 1
Real World Case 2
Intercontinental Hotels, Del Taco,
and Cardinal Health:
Implementation Strategies for
Upgrading Core Business Systems
Click to go to
Case 2
Real World Case 3
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Click to go to
Case 3
Real World Case 4
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Copyright 2005, McGraw-Hill/Irwin, Inc.
Click to go to
Case 4
10-53
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
Module V – Management Challenges
Security and Ethical
Challenges
Chapter 11
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-54
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
1- Why 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 CrossBlue Shield and AT&T
Wireless to help you
answer.
Return to
Chapter 10
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-55
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Discussion Points Would Include:
• Poorly Designed Web Interface
– Confuses Users with Options
– Asks Questions Users Can’t
Answer
• Using Cumbersome Drop-down
Boxes
• Wording is Hard to Understand
• Requires Customers to Indicate
Network Type
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-56
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
2- 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.
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-57
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Discussion Points Would Include:
• Use Focus Group End Users to
Ensure System Logic
• Redesign Web site to Send
Customers to Correct Network
Site
• Budget Money/Time to
Maintain Site
• Design Flexibility for Change as
Needed
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-58
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
3- Visit the websites of Blue CrossBlue 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.
Return to
Chapter 10
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-59
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Considerations Would Include:
• Responses Will Vary
• Apply Chapter Concepts in
Discussions
Return to
Chapter 10
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-60
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Considerations Would Include:
• Responses Will Vary
• Apply Chapter Concepts in
Discussions
• Give Pros and Cons of Sites
Return to
Chapter 10
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-61
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
1- What are the benefits and
limitations of the key
implementation strategies that
are being used by
InterContinental Hotels?
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-62
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Associated Risks
• Partnering with End
Users
• Internal Staff Completes
Application Programming
• Effective Project
Management
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-63
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
2- Do you agree with how Del
Taco is managing the
implementation of its IT
project? Why or why not?
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-64
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Outsourcing Installation of
Hardware
• Use Microsoft Corp. to Design
SQL Server Inventory Database
• Mix of Internal/External
Development Teams
• Hire the Best Project Managers
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-65
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
3- What are several change
management techniques that
could help to ensure the
successful implementation of
CRM projects? Use Cardinal
Health to illustrate your
answer.
Return to
Chapter 10
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-66
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Use capital review/operating
Committees
• Use CRM Software
Development Tools
• Management and Executive
Cooperation of CRM
projects
Return to
Chapter 10
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-67
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Use capital review/operating
Committees
• Use CRM Software
Development Tools
• Management and Executive
Cooperation of CRM
projects
• Prepare for Disruption
Return to
Chapter 10
Return to
Cases Page
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-68
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
1- Why 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?
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-69
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• No strategy, Lifecycle, or Change
Management
• No Strategy beyond Technical
Architecture
• Company Problems Surrounding
Portal Technology
• Critical Usability Issues Get
Shortchanged
• Content Management
• Integrate Order Site to Back-end
System
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-70
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
2- What is the business value
of their enterprise portal to
DuPont’s Performance
Coatings group? How could
it be improved?
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-71
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• Use Content Management to
Eliminate Obsolete Literature
• Body shops can Get Needs
Via the Portal
• Resume Service and Job
Posting
• Needed Improvements Added
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-72
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
3- What are the business
benefits of Southwire’s
enterprise portal? Describe
several ways it might be
improved.
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-73
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• Clean up Multiple Internal/Corporate
Web Sites
• Customer Orders up 33%, and 25% are
Electronic
• Managers Approve and Post
Announcements
• Single Sign-on, Multilevel Security
Access, Customization and
Personalization
• Cutting Costs Associated with
Processing
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-74
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• Clean up Multiple Internal/Corporate
Web Sites
• Customer Orders up 33%, and 25% are
Electronic
• Managers Approve and Post
Announcements
• Single Sign-on, Multilevel Security
Access, Customization and
Personalization
• Cutting Costs Associated with
Processing
Return to
Cases Page
• Increasing Productivity
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-75
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
1- Are 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?
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-76
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Discussion Points Would Include:
• Use of “Systems Thinking”
• Embrace Change as Opensource Systems
• Rethink Utilizing Your
Relationships with
Suppliers and Customers
• Be Creative/View Problems
as Opportunities
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-77
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
2- What are the business
benefits and limitations of
Rick Dalzell’s IT resource
acquisition strategies for
Amazon?
Real World Cases
KEY TERMS
BACK NEXT
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-78
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
END
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Benefits and Limitations Include:
• Reduce Percent of Sales
Generated that is Spent on IT
costs
• Hidden costs resulting from the
use of open-source savings
• Improve Your Relationships with
Customers and Suppliers
• Austerity Forces Company to
Become Creative in Resolving IT
Upgrade
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-79
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
3- Are Dalzell’s strategies
applicable to small as
well as large businesses?
Explain your answer.
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-80
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Discussion Points Include:
• IT Staffing Size Limits Smaller
Business Alternatives
• IT Budgets in Smaller
Businesses Are Restrictive
• Strategies are Applicable
Regarding Size of Business
Real World Cases
KEY TERMS
BACK NEXT
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-81
Developing
Business Systems
The Systems
Approach
Prototyping
Systems Analysis
Systems Design
End User
Development
Section II
Implementing
Business Systems
Implementing
New Systems
Managing
Organizational
Change
Real World Cases
KEY TERMS
BACK NEXT
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Discussion Points Include:
• IT Staffing Size Limits Smaller
Business Alternatives
• IT Budgets in Smaller
Businesses Are Restrictive
• Strategies are Applicable
Regarding Size of Business
• Smaller Business are More
Creative than Larger Business
in Finding IT Solutions
Return to
Cases Page
END
Copyright 2005, McGraw-Hill/Irwin, Inc.
10-82