Business driven technology / Stephen Haag, Paige Baltzan, Amy Phillips.

Includes bibliographical references (p. 583-589) and index.

Table of Contents
Unit 1 Achieving Business Success Through Information Technology
Apple?Merging Technology, Business, and Entertainment
Introduction
Chapter 1: Business Driven Technology
Information Technology?s Role in Business
Information Technology?s Impact on Business Operations
Information Technology Basics
Information versus Data
IT Resources
Putting IT all Together
IT Cultures
Case: Thomas Friedman?s The World Is Flat
Plug-In Pointers: B1, B3, B4, B5, T1
Chapter 2: Identifying Competitive Advantages
Identifying Competitive Advantages
The Five Forces Model?Evaluating Business Segments
Buyer Power
Supplier Power
Threat of Substitute Products or Services
Threat of New Entrants
Rivalry among Existing Competitors
The Three Generic Strategies?Creating a Business Focus
Value Chain Analysis?Targeting Business Processes
Value Creation
Case: Say ?Charge It? with Your Cell Phone
Chapter 3: Strategic Initiatives for Implementing Competitive Advantage
Strategic Initiatives
Supply Chain Management
Customer Relationship Management
CRM Strategy
Business Process Reengineering
Finding Opportunity Using BPR
Pitfalls of BPR
Enterprise Resource Planning
ERP Software
Finding the Right ERP Solution
Case: Consolidating Touchpoints for Saab
Plug-In Pointer: T2
Chapter 4: Measuring Success of Strategic Initiatives
Measuring Information Technology?s Success
Efficiency and Effectiveness
Benchmarking?Baseline Metrics
The Interrelationships of Efficiency and Effectiveness IT Metrics
Determining IT Efficiency and Effectiveness
Web Traffic Analysis
Case: How Do You Value Friendster?
Chapter 5: Organizational Structures That Support Strategic Initiatives
Organizational Structures
IT Roles and Responsibilities
The Gap Between Business Personnel and IT Personnel
Improving Communications
Organizational Fundamentals?Ethics and Security
Ethics
Security
Case: Executive Dilemmas in the Information Age
Business Plug-In Pointers: B6, B7
Unit Summary
Key Terms
Unit Closing Case One: How Levi?s Jeans Got into Wal-Mart
Unit Closing Case Two: Delta Airlines Plays Catch-Up
Making Business Decisions
Unit 2 Managing Information for Business Initiatives
It Takes a Village to Write an Encyclopedia
Chapter 6: Valuing Organizational Information
Organizational Information
The Value of Transactional and Analytical Information
The Value of Timely Information
The Value of Quality Information
Understanding the Costs of Poor Information
Understanding the Benefits of Good Information
Case: Fishing for Quality
Chapter 7: Storing Organizational Information?Databases
Storing Organizational Information
Relational Database Fundamentals
Entities, Entity Classes, and Attributes
Keys and Relationships
Relational Database Advantages
Increased Flexibility
Increased Scalability and Performance
Reduced Information Redundancy
Increased Information Integrity (Quality)
Increased Information Security
Database Management Systems
Data Definition Component
Data Manipulation Component
Application Generation and Data Administration Components
Integrating Information Among Multiple Databases
Case: Hotcourses Increases Revenues by 60 Percent
Technology Plug-In Pointers: T5, T6
Chapter 8: Accessing Organizational Information?Data Warehouse
Accessing Organizational Information
History of Data Warehousing
Data Warehouse Fundamentals
Multidimensional Analysis and Data Mining
Information Cleansing or Scrubbing
Business Intelligence
Enabling Business Intelligence
Case: Mining the Data Warehouse
Technology Plug-In Pointers: T3, T7
Unit Summary
Key Terms
Unit Closing Case One: Harrah?s?Gambling Big on Technology
Unit Closing Case Two: Searching for Revenue?Google
Making Business Decisions
Unit 3 Enhancing Business Decisions
Gearing Up at REI
Introduction
Chapter 9: Enabling the Organization?Decision Making
Decision Making
Transaction Processing Systems
Decision Support Systems
Executive Information Systems
Digital Dashboards
Artificial Intelligence
Expert Systems
Neural Networks
Genetic Algorithm
Intelligent Agents
Data Mining
Cluster Analysis
Association Detection
Statistical Analysis
Case: Defense Advanced Research Projects Agency (DARPA) Grand Challenge
Technology Plug-In Pointers: T4, T8
Chapter 10: Extending the Organization?Supply Chain Management
Supply Chain Management
Basics of Supply Chain
Information Technology?s Role in the Supply Chain
Visibility
Consumer Behavior
Competition
Speed
Supply Chain Management Success Factors
Make the Sale to Suppliers
Wean Employees off Traditional Business Practices
Ensure the SCM Systems Support the Organizational Goals
Deploy in Incremental Phases and Measure and Communicate Success
Be Future Oriented
SCM Success Stories
Case: BudNet
Business Plug-In Pointer: B7
Chapter 11: Building a Customer-centric Organization?Customer Relationship
Management
Customer Relationship Management (CRM)
Customer Relationship Management?s Explosive Growth
Using Analytical CRM to Enhance Decisions
Customer Relationship Management Success Factors
Case: The Ritz-Carlton?Specializing in Customers
Plug-In Pointer: B8
Chapter 12: Integrating the Organization from End to End?Enterprise Resource
Planning
Enterprise Resource Planning (ERP)
Enterprise Resource Planning?s Explosive Growth
The Connected Corporation
Integrating SCM, CRM, and ERP
Case: Hilton Purchases New Suite
Plug-In Pointer: B9
Unit Summary
Key Terms
Unit Closing Case One: Dell?s Famous Supply Chain
Unit Closing Case Two: Revving Up Sales at Harley-Davidson
Making Business Decisions
Unit 4 Creating Collaborative Partnerships in Business
EBay?The Ultimate Business
Introduction
Chapter 13: Creating Innovative Organizations
Disruptive Technology
Disruptive versus Sustaining Technology
The Internet?Business Disruption
Evolution of the Internet
Evolution of the World Wide Web
Case: Direct Groceries
Plug-In Pointers: T9, T10
Chapter 14: E-Business
E-Business
E-Business Models
Business-to-Business (B2B)
Business-to-Consumer (B2C)
Consumer-to-Business (C2B)
Consumer-to-Consumer (C2C)
E-Business Benefits and Challenges
Case: 7-Eleven?s Dream Team
Plug-In Pointer: B11
Chapter 15: Creating Collaborative Partnerships
Teams, Partnerships, and Alliances
Collaboration Systems
Knowledge Management
KM in Business
Knowledge Management Systems
Explicit and Tacit Knowledge
KM Technologies
KM and Social Networking
Content Management Systems
Workflow Management Systems
Groupware Systems
Collaboration Trends
Case: Dreamworks Animation Collaboration
Chapter 16: Integrating Wireless Technology in Business
Wireless Fidelity (Wi-Fi)
Business Drivers for Wireless Technologies
Advantages of Enterprise Mobility
Bluetooth
Radio Frequency Identification (RFID)
Satellite
Global Positioning System (GPS)
The Future of Wireless
Case: UPS versus FedEx: Head-to-Head on Wireless
Plug-In Pointers: B12
Unit Summary
Key Terms
Unit Closing Case One: Improving Highway Safety Through Collaboration
Unit Closing Case Two: Amazon.com?Not Your Average Bookstore
Making Business Decisions
Unit 5 Transforming Organizations
The Digital Hospital
Introduction
Chapter 17: Building Software to Support an Agile Organization
Systems Development
Developing Software?The Systems Development Life Cycle (SDLC)
Software Development Methodologies
Waterfall Methodology
Rapid Application Development Methodology (RAD)
Extreme Programming Methodology
Agile Methodology
Developing Successful Software
Slash the Budget
If It Doesn?t Work, Kill It
Keep Requirements to a Minimum
Test and Deliver Frequently
Assign Non-IT Executives to Software Projects
Project Managing the Systems Development Effort
Case: Transforming the Entertainment Industry?Netflix
Plug-In Pointers: B14, B15
Chapter 18: Outsourcing in the 21st Century
Outsourcing Development
Insourcing
Outsourcing
Financial Savings
Increased Technical Abilities
Market Agility
Developing Strategic Outsourcing Partnerships
Sourcing?s New Surge?Offshoring
Case: UPS in the Computer Repair Business
Plug-In Pointer: B13
Chapter 19: Developing a 21st Century Organization
Developing Organizations
21st Century Organization Trends
Increased Focus on IT Infrastructure
Increased Focus on Security
Increased Focus on E-Business
Increased Focus on Integration
Case: Creating a Clearer Picture for Public Broadcasting Service (PBS)
Unit Summary
Key Terms
Unit Closing Case One: RFID?Future Tracking
Unit Closing Case Two: Masters of Innovation, Technology, and Strategic Vision
Making Business Decisions

Plug-In B1 Business Basics
Introduction
Types of Business
Sole Proprietorship
Partnership
Corporation
Internal Operations of a Corporation
Accounting
Financial Statements
Finance
Financial Analysis
Human Resources
Management Techniques
Sales
The Sales Process
Market Share
Marketing
Marketing Mix
Customer Segmentation
The Product Life Cycle
Operations/Production
Business Process Reengineering
Transforming Corporations
Management Information Systems
Plug-In Summary
Key Terms
Closing Case One: Battle of the Toys?FAO Schwarz Is Back
Closing Case Two: Innovative Business Managers
Making Business Decisions
Plug-In B2 Business Process
Examining Business Processes
Understanding the Importance of Business Processes
Business Process Improvement
Business Process Reengineering
Business Process Design
Selecting a Process to Reengineer
Business Process Management (BPM)
Is BPM for Business or IT?
BPM Tools
BPM Risks and Rewards
Critical Success Factors
Business Process Modeling Examples
Plug-In Summary
Key Terms
Closing Case One: Streamlining Processes at Adidas
Closing Case Two: 3Com Optimizes Product Promotion Processes
Making Business Decisions
Plug-In B3 Hardware and Software
Introduction
Hardware Basics
Central Processing Unit
Primary Storage
Secondary Storage
Input Devices
Output Devices
Communication Devices
Computer Categories
Software Basics
System Software
Application Software
Plug-In Summary
Key Terms
Closing Case One: Changing Circuits at Circuit City
Closing Case Two: Electronic Breaking Points
Making Business Decisions

Plug-In B4 Enterprise Architectures
Enterprise Architectures
Information Architecture
Backup and Recover
Disaster Recovery
Information Security
Infrastructure Architecture
Flexibility
Scalability
Reliability
Availability
Performance
Application Architecture
Web Services
Open Systems
Plug-In Summary
Key Terms
Closing Case One: Chicago Tribune?s Server Consolidation a Success
Closing Case Two: Fear the Penguin
Making Business Decisions
Plug-In B5 Networks and Telecommunications
Networks and Telecommunications
Network Basics
Closing Case One: Watching Where You Step?Prada
Plug-In B6 Information Security
Introduction
The First Line of Defense?People
The Second Line of Defense?Technology
Authentication and Authorization
Prevention and Resistance
Detection and Response
Summary
Key Terms
Closing Case One: Thinking Like the Enemy
Closing Case Two: Hacker Hunters
Making Business Decisions
Plug-In B7 Ethics
Introduction
Ethics
Information Has No Ethics
Developing Information Management Policies
Ethical Computer Use Policy
Information Privacy Policy
Acceptable Use Policy
E-mail Privacy Policy
Internet Use Policy
Anti-spam Policy
Ethics in the Workplace
Monitoring Technologies
Summary
Key Terms
Closing Case One: Sarbanes-Oxley: Where Information Technology, Finance, and
Ethics Meet
Closing Case Two: Spying on Employees
Making Business Decisions
Plug-In B8 Supply Chain Management
Introduction
Supply Chain Drivers
Facilities Driver
Inventory Driver
Transportation Driver
Information Driver
Applying a Supply Chain Design
Future Trends
Summary
Key Terms
Closing Case One: Listerine?s Journey
Closing Case Two: Katrina Shakes Supply Chains
Making Business Decisions
Plug-In B9 Customer Relationship Management
Introduction
The Evolution of CRM
Operational CRM
Marketing and Operational CRM
Sales and Operational CRM
Customer Service and Operational CRM
Analytical CRM
Current Trends: SRM, PRM, and ERM
Supplier Relationship Management
Partner Relationship Management
Employee Relationship Management
Future Trends
Summary
Key Terms
Closing Case One: Fighting Cancer with Information
Closing Case Two: Calling All Canadians
Making Business Decisions
Plug-In B10 Enterprise Resource Planning
Introduction
Core and Extended ERP Components
Core ERP Components
Extended ERP Components
ERP Benefits and Risks (Costs)
The Future of ERP
Internet
Interface
Wireless Technology
Plug-In Summary
Key Terms
Closing Case One: PepsiAmericas? Enterprises
Closing Case Two: Campus ERP
Making Business Decisions
Plug-In B11 E-Business
Introduction
Accessing Internet Information
Intranet
Extranet
Portal
Kiosk
Providing Internet Information
Internet Service Provider
Online Service Provider
Application Service Provider
Organizational Strategies for E-Business
Marketing/Sales
Financial Services
Purchasing
Customer Service
Intermediaries
Measuring E-Business Success
Web Site Metrics
New Trends in E-Business: E-Government and M-Commerce
M-Commerce
Plug-In Summary
Key Terms
Closing Case One: Mail with PostalOne
Closing Case Two: Made-to-Order Businesses
Making Business Decisions
Plug-In B12 Emerging Trends and Technologies
Introduction
Reasons to Watch Trends
Trends Shaping Our Future
The World?s Population Will Double in the Next 40 Years
People in Developed Countries Are Living Longer
The Growth in Information Industries Is Creating a Knowledge-Dependent Global
Society
The Global Economy Is Becoming More Integrated
The Economy and Society Are Dominated by Technology
Pace of Technological Innovation Is Increasing
Time Is Becoming One of the World?s Most Precious Commodities
Technologies Shaping Our Future
Digital Ink
Digital Paper
Teleliving
Alternative Energy Sources
Autonomic Computing
Plug-In Summary
Key Terms
Closing Case One: Autonomic Railways
Closing Case Two: Wireless Progression
Making Business Decisions
Plug-In B13 Strategic Outsourcing
Introduction
The Outsourcing Phenomenon
Outsourcing Benefits
Outsourcing Options
Offshore Outsourcing
The Challenges of Outsourcing
Future Trends
Multisourcing
Plug-In Summary
Key Terms
Closing Case One: Mobil Travel Guide
Closing Case Two: Outsourcing Brew
Making Business Decisions
Plug-In B14 Systems Development
Introduction
Systems Development Life Cycle
Phase 1: Planning
Phase 2: Analysis
Phase 3: Design
Phase 4: Development
Phase 5: Testing
Phase 6: Implementation
Phase 7: Maintenance
Software Problems Are Business Problems
Unclear or Missing Business Requirements
Skipping SDLC Phases
Failure to Manage Project Scope
Failure to Manage Project Plan
Changing Technology
Plug-In Summary
Key Terms
Closing Case One: Disaster at Denver International Airport
Closing Case Two: Reducing Ambiguity in Business Requirements
Making Business Decisions
Plug-In B15 Project Management
Introduction
Project Management Fundamentals
Choosing Strategic Projects
Setting the Project Scope
Managing Resources and Maintaining the Project Plan
Change Management and Risk Management
Change Management
Risk Management
Successful Project Management Strategies
Plug-In Summary
Key Terms
Closing Case One: Staying on Track?Toronto Transit
Closing Case Two: Change at Toyota
Making Business Decisions
Plug-In T1 Personal Productivity Using IT
Introduction
Creating Strong Passwords
Create Strong Passwords That You Can Remember
Keep Your Passwords a Secret
Manage Your Passwords
Monitor Your Accounts
Performing Good File Management
Implementing Effective Backup and Recovery Strategies
Determining What to Back Up
How to Back Up Your Computer Files
Microsoft?s Backup and Recover Utility
Using Zip Files
To Create a Zipped Compressed Folder
To Add Files to a Zipped Compressed Folder
To Extract Files from a Zipped Compressed Folder
To Open a Zipped Compressed Folder
Writing Professional E-Mails
Netiquette 101
Stopping Spam
How Do Spammers Get E-Mail Addresses?
How to Handle Spam
Preventing Phishing
What Is Phishing?
How Does Phishing Work?
What Does a Phishing Scam Look Like?
Help Prevent Identity Theft from Phishing Scams
Detecting Spyware
Preventing Spyware
How to Get Rid of Spyware
Restricting Instant Messages
Increasing PC Performance
Free Disk Space
Speed Up Access to Data
Detect and Repair Disk Errors
Using Anti-Virus Software
Anti-Virus Software
Cell Phone Viruses
Installing a Personal Firewall
To Open Windows Firewall
Plug-In Summary
Making Business Decisions
Plug-In T2 Basic Skills Using Excel
Introduction
Workbooks and Worksheets
Creating Workbooks Using Templates
Saving a Workbook
Inserting and Deleting Worksheets
Working with Cells and Cell Data
Inserting and Deleting Cells
Merging and Splitting Cells
Cutting, Copying, and Pasting Cells
Entering Text in Cells
Applying Number Formats
Applying Styles
Printing Worksheets
Setting Up the Page for Printing
Setting Margins for Printing
Previewing a Print Area
Printing Selections, Worksheets, and Workbooks
Formatting Worksheets
Inserting Rows and Columns
Deleting Rows and Columns
Modifying Row Heights
Modifying Column Widths
Formulas
Entering Formulas
Using the Formula Bar
Using Absolute and Relative References
Using the Sum Function
Using the Min and Max Functions
Using the Date or NOW Function
Working with Charts and Graphics
Creating a Chart Using the Chart Wizard
Modifying Charts
Moving a Chart
Adding Graphics
Plug-In Summary
Making Business Decisions
Plug-In T3 Problem Solving Using Excel
Introduction
Lists
Sorting Rows and Columns
Sorting on More Than One Column
Creating Your Own Custom Sort Order
Creating Conditional Formatting
Using AutoFilter to Find Records
Creating a Custom AutoFilter
Analyzing a List with the Subtotals Command
PivotTables
PivotTable Terminology
Building a PivotTable
Modifying a PivotTable View
PivotTable Tools
Building a PivotChart
Plug-In Summary
Making Business Decisions
Plug-In T4 Decision Making Using Excel
Introduction
Creating Formulas Using the IF Function
Goal Seek
Using the Goal Seek Command
Solver
Installing Solver
Setting Up the Problem
Editing a Solver Forecast
Scenario Manager
Setting Up Scenarios
Modifying a Scenario
Creating a Scenario Summary Report
Plug-In Summary
Making Business Decisions
Plug-In T5 Designing Database Applications
Introduction
Entities and Data Relationships
Entities and Their Attributes
Attributes
Documenting Logical Data Relationships
Basic Data Relationships
Relationship Connectivity and Cardinality
Dealing with Many-to-Many Relationships
Schemas
The Relational Data Model
Understanding Relations
Representing Data Relationships
Relationships and Business Rules
Normalization
Normal Forms
Normalized Relations and Database Performance
Plug-In Summary
Making Business Decisions
Plug-In T6 Basic Skills and Tools Using Access
Introduction to Access
Creating a New Blank Database
Opening an Existing Database
Using the Database Wizard
Using the Database Window and Object Views
Using Table Views
Creating and Modifying Tables
Creating a Table with the Table Design Wizard
Creating a Table Using Data Entry
Creating a Table in Design View
Changing Data Types
Using the Input Mask Wizard
Using the Format Property
Defining Relationships
Using the Relationships Window
Plug-In Summary
Making Business Decisions
Plug-In T7 Problem Solving Using Access
Introduction to Queries
Creating Simple Queries
Reordering Columns in the Select Query Datasheet
Creating a Select Query in Design View
Adding Selection Criteria to a Select Query
Sorting Data in a Select Query
Advanced Queries
Using the Expression Builder
Using Aggregate Functions to Calculate Totals in Queries
Formatting Results Displayed in a Calculated Field
Creating and Running Queries to Modify Data
Plug-In Summary
Making Business Decisions
Plug-In T8 Decision Making Using Access
Introduction
Forms
Creating a Form Using the Form Wizard
Creating and Saving AutoForms
Modifying the Properties of a Form
Modifying Specific Controls on a Form
Aligning Controls in a Form
Reports
Using the Report Wizard
Modifying the Report Design
Changing Margins and Page Orientation for Reports
Plug-In Summary
Making Business Decisions
Plug-In T9 Designing Web Pages
Introduction
The World Wide Web
The Web Is Media Rich
The Web Is Interactive
Web Pages Can Be Designed
The Web Is Nonlinear
The Web Has No Control
Designing for the Unknown
The Process of Web Design
Analyze and Plan
Create and Organize Content
Develop the Look and Feel
Produce Graphics and HTML Documents
Creating a Working Prototype
Test, Test, Test
Upload to a Web Server and Test Again
Maintain
HTML Basics
Viewing the Source
HTML 101
Types of Tags
The Anatomy of a Tag
Basic Fonts
Web Graphics
Graphic Formats
Limited Color Palettes
Pixels, Not Inches
Tools of the Trade
Making Business Decisions
Plug-In T10 Basic Skills Using FrontPage
Introduction
Web Sites, Web Pages, and HTML
FrontPage Builds Web Sites Big and Small
Navigation in FrontPage
Understanding the Interface
FrontPage Views
Building a Web Site
Starting FrontPage
Creating a Web Site with Templates
Creating a Web Site with a Wizard
Creating an Empty Web Site
Saving a Web Site
Building a Web Page
Creating a Web Page from a Template
Creating a Blank Web Page
Entering Text on a Web Page
Formatting Text
Paragraphs
Working with Graphics
Using Ruled Lines
Putting Your Own Images on a Web Page
Including Hyperlinks
Creating a Hyperlink
Creating a Link to an E-Mail Address
Presenting Information in Lists and Tables
Working with Lists
Working with Tables
Working with Rows and Columns
Working with Cells
Formatting Pages
Setting Page Properties
Themes
Making Business Decisions
Glossary
Notes
Index