blue cross - at&t wireless and citistreet: development challenges of self- service web systems...
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Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
1- Why do more than a third of 1- Why do more than a third of all Web self-service customers all Web self-service customers get frustrated and end up get frustrated and end up calling a help center? Use the calling a help center? Use the experiences of Blue Cross-experiences of Blue Cross-Blue Shield and AT&T Blue Shield and AT&T Wireless to help you Wireless to help you answer.answer. Return to
Cases Page
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• 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
Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
Discussion Points Would Include: Discussion Points Would Include:
Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
2- What are some solutions to 2- What are some solutions to the problems users may have the problems users may have with Web self-service? Use with Web self-service? Use the experiences of the the experiences of the companies in this case to companies in this case to propose several solutions. propose several solutions.
• 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
Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
Discussion Points Would Include: Discussion Points Would Include:
Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
3- Visit the websites of Blue Cross-3- Visit the websites of Blue Cross-Blue Shield and AT&T Wireless. Blue Shield and AT&T Wireless. Investigate the details of Investigate the details of obtaining an individual health obtaining an individual health plan or a new cell phone plan. plan or a new cell phone plan. What is your appraisal of the What is your appraisal of the self-service features of self-service features of these websites? Explain these websites? Explain your evaluations. your evaluations. Return to
Cases Page
Return toChapter 10
• Responses Will Vary
• Apply Chapter Concepts in Discussions
Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
Considerations Would Include: Considerations Would Include:
Return toCases Page
Return toChapter 10
• Responses Will Vary
• Apply Chapter Concepts in Discussions
• Give Pros and Cons of Sites
Blue Cross - AT&TWireless and CitiStreet:
Development Challenges of Self-Service Web Systems
Considerations Would Include: Considerations Would Include:
Return toCases Page
Return toChapter 10
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
1- What are the benefits and 1- What are the benefits and limitations of the key limitations of the key implementation strategies that implementation strategies that are being used by are being used by InterContinental Hotels?InterContinental Hotels?
• Associated Risks• Partnering with End Users• Internal Staff Completes Application Programming
• Effective Project Management
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
2- Do you agree with how Del 2- Do you agree with how Del Taco is managing the Taco is managing the implementation of its IT implementation of its IT project? Why or why not?project? Why or why not?
• Outsourcing Installation of Hardware
• Use Microsoft Corp. to Design SQL Server Inventory Database
• Mix of Internal/External Development Teams
• Hire the Best Project Managers
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
3- What are several change 3- What are several change management techniques that management techniques that could help to ensure the could help to ensure the successful implementation of successful implementation of CRM projects? Use Cardinal CRM projects? Use Cardinal Health to illustrate your Health to illustrate your answer. answer.
Return toCases Page
Return toChapter 10
• Use capital review/operating Committees
• Use CRM Software Development Tools
• Management and Executive Cooperation of CRM projects
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
Return toCases Page
Return toChapter 10
• Use capital review/operating Committees
• Use CRM Software Development Tools
• Management and Executive Cooperation of CRM projects
• Prepare for Disruption
Discussion Points Would Include: Discussion Points Would Include:
InterContinental HotelsDel Taco and Cardinal Health:
Implementation Strategies for Upgrading Core Business Systems
Return toCases Page
Return toChapter 10
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
1- Why do so many enterprise 1- Why do so many enterprise information portals fail to information portals fail to attract “adequate interest attract “adequate interest among targeted users?” What among targeted users?” What can be done to improve the can be done to improve the usage of portals in business? usage of portals in business?
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• 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
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
2- What is the business value 2- What is the business value of their enterprise portal to of their enterprise portal to DuPont’s Performance DuPont’s Performance Coatings group? How could Coatings group? How could it be improved? it be improved?
• Use Content Management to Eliminate Obsolete Literature
• Body shops can Get Needs Via the Portal
• Resume Service and Job Posting
• Needed Improvements Added
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
3- What are the business 3- What are the business benefits of Southwire’s benefits of Southwire’s enterprise portal? Describe enterprise portal? Describe several ways it might be several ways it might be improved. improved.
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• 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
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
Return toCases Page
• 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 • Increasing Productivity
Discussion Points Would Include: Discussion Points Would Include:
DuPont and Southwire: Implementing Successful
Enterprise Information Portals
Return toCases Page
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
1- Are the resource acquisition 1- Are the resource acquisition challenges faced by CIOs any challenges faced by CIOs any different than those faced by different than those faced by other business managers in other business managers in times of tight budgets? Why times of tight budgets? Why or why not? or why not?
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• Use of “Systems Thinking” • Embrace Change as Open-
source Systems• Rethink Utilizing Your
Relationships with Suppliers and Customers
• Be Creative/View Problems as Opportunities
Discussion Points Would Include: Discussion Points Would Include:
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
2- What are the business 2- What are the business benefits and limitations of benefits and limitations of Rick Dalzell’s IT resource Rick Dalzell’s IT resource acquisition strategies for acquisition strategies for Amazon? Amazon?
• 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
Benefits and Limitations Include: Benefits and Limitations Include:
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
3- Are Dalzell’s strategies 3- Are Dalzell’s strategies applicable to small as applicable to small as well as large businesses? well as large businesses? Explain your answer. Explain your answer.
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• IT Staffing Size Limits Smaller Business Alternatives
• IT Budgets in Smaller Businesses Are Restrictive
• Strategies are Applicable Regarding Size of Business
Discussion Points Include: Discussion Points Include:
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Return toCases Page
• 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
Discussion Points Include: Discussion Points Include:
Wyndham International and Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Return toCases Page