module iv learning objectives developing business/it propose...
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-1
Real World Cases
Developing Developing Business/IT Business/IT
SolutionsSolutions
Module IV – Development Processes
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-2
Real World Cases
Learning ObjectivesLearning Objectives1.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 e-business 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.
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-3
Real World Cases
Developing Developing Business/IT SolutionsBusiness/IT Solutions
• The Systems Approach• Information Systems
Development or Application Development•• Real World Real World Case 1Case 1-- Blue Blue
Cross, AT&T Wireless, and Cross, AT&T Wireless, and CitiStreetCitiStreet Click to go to
Case 1END
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-4
Real World Cases
The Systems ApproachThe Systems Approach• 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-5
Real World Cases
The Systems ApproachThe Systems Approach• Using Systems Thinking–The Fifth Discipline
• Seeing Relationships Among Systems• Seeing Processes of Change
Among Systems• Systems Context• An Example of Systems
Thinking…END
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-6
Real World Cases
The Systems ApproachThe Systems ApproachAn Example of
Systems ThinkingPoor Sales
Management?
InadequateSellingEffort
?
Out-of-DateSales
Procedures?
PoorSales
Performance?
ControlIncorrect
Sales Information?Feedback
Input Processing Output
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-7
Real World Cases
The Systems ApproachThe Systems ApproachIS Development Cycle
SystemsInvestigation
Product Feasibility Study
SystemsAnalysis
Product Functional Requirements
SystemsDesign
Product System Specifications
SystemsImplementation
Product Operational System
SystemsMaintenance
Product Improved System
Understand the Business Problem or Opportunity
Develop an Information System Solution
Implement the Information System Solution
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-8
Real World Cases
Systems Development CycleSystems Development CycleSystems Development Life CycleThe Prototyping Process
Identify an End User’s Business
Requirements
Develop Business System
Prototypes
Revise the Prototypes to Better
Meet End User Requirements
Use and Maintain the Accepted
Business System
PrototypingCycle
MaintenanceCycle
•Investigation/Analysis
•Analysis/Design
•Design/ Implementation
• Implementation/ Maintenance
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-9
Real World Cases
Agile Systems DevelopmentTypical Prototyping-Based
Systems Development Process
Systems Development CycleSystems Development Cycle
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-10
Real World Cases
• 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
Systems Development CycleSystems Development CycleFritoFrito--Lay Inc.: Failure and Lay Inc.: Failure and Success in Systems DevelopmentSuccess in Systems Development
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-11
Real World Cases
• Feasibility Studies•Organizational
Feasibility• Economic Feasible• Technical Feasibility• Cost/Benefit Analysis• Intangible Costs• Intangible Benefits
Systems Development ProcessSystems Development ProcessStarting the ProcessStarting the Process
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-12
Real World Cases
Systems Development ProcessSystems Development ProcessStarting the ProcessStarting the Process
Key Objectives Action Plan
Feedback Feedback
IT Proposalsfor Addressing
Strategic Business Priorities
Business Case for Investing in
e-Business Projects
Planning for Application
Development and
Implementation
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-13
Real World Cases
Starting the ProcessStarting the ProcessSystems Development ProcessSystems Development Process
Feasibility Factors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-14
Real World Cases
Starting the ProcessStarting the ProcessSystems Development ProcessSystems Development Process
How a Feasibility Study Might Measure a Proposal
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-15
Real World Cases
Starting the ProcessStarting the ProcessSystems Development ProcessSystems Development Process
Possible Benefits of New System
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-16
Real World Cases
Systems AnalysisSystems Analysis•Organizational Analysis•Analysis of the Present System•Hardware•Software•Network•People Resources•Document Activities of Input, Processing, Output, Storage, and Control Systems
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-17
Real World Cases
Systems AnalysisSystems AnalysisBuyer Zone and OfficeMax: Buyer Zone and OfficeMax: Evaluating Customer Website Evaluating Customer Website Experiences Experiences
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-18
Real World Cases
Systems AnalysisSystems Analysis
•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
Buyer Zone and OfficeMax: Buyer Zone and OfficeMax: Evaluating Customer Website Evaluating Customer Website Experiences Experiences
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-19
Real World Cases
Systems AnalysisSystems AnalysisFunctional Requirements for a Functional Requirements for a Proposed eProposed e--Commerce System Commerce System
What Should be Done –Not How…
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-20
Real World Cases
Systems DesignSystems DesignSystems Analysis Describes What Systems Analysis Describes What is to be Doneis to be Done……
Systems Design Specifies HowSystems Design Specifies How
Systems Design
• Screen, Form, Report, and Dialog Design
• Data Element Structure Design
• Program and Procedure Design
User Interface Design
Data Design
Process Design
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-21
Real World Cases
Systems DesignSystems DesignUser Interface DesignUser Interface Design
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-22
Real World Cases
Systems DesignSystems DesignUser Interface DesignUser Interface DesignExamplesExamples……
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-23
Real World Cases
Systems DesignSystems DesignPriceline.comPriceline.com: Designing a : Designing a User InterfaceUser 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-24
Real World Cases
Systems DesignSystems DesignExamples of Systems Specifications Examples of Systems Specifications for a New efor a New e--Commerce System Commerce System
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-25
Real World Cases
End User DevelopmentEnd User DevelopmentFocus on Processing Activity Focus on Processing Activity Components Components
Input
What data are available, in what form?
ProcessingWhat operations on the inputs are needed to produce the desired output?What software can most effectively support those operations?
StorageDoes the application use previously stored data?Does it create data that must be stored for future use by this or other applications?
Output
What information is needed by end users and in what form should the output be presented?
ControlWhat controls are needed to protect against accidental loss or damage?Is there a need to control access to data used by the application?
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-26
Real World Cases
End User DevelopmentEnd User DevelopmentFocus on Processing Activity Focus on Processing Activity Components Components •Inputs•Outputs•Processing•Storage•Control•Doing End User Development
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-27
Real World Cases
End User DevelopmentEnd User DevelopmentMS FrontPage Development Tool MS FrontPage Development Tool
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-28
Real World Cases
End User DevelopmentEnd User DevelopmentEncouraging Intranet Encouraging Intranet Website DevelopmentWebsite Development
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-29
Real World Cases
End User DevelopmentEnd User DevelopmentProvidence Health System: Providence Health System: End User Web DevelopmentEnd 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 END
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-30
Real World Cases
ImplementingImplementingBusiness SystemsBusiness Systems
• System Design• Implementation• Maintenance• Challenges and StrategiesReal World Real World Case 2Case 2--Intercontinental Hotels, Del Intercontinental Hotels, Del
Taco, and Cardinal Taco, and Cardinal Health Health
Click to go toCase 2
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-31
Real World Cases
Implementing New SystemsImplementing New SystemsOverview of the Overview of the Implementation ProcessImplementation Process
ImplementationActivities
Acquisition of Hardware,
Software, and
Services
Software Development
or Modification
Data Conversion
End User Training
Conversion•Parallel•Pilot•Phased•Plunge
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-32
Real World Cases
Implementing New SystemsImplementing New SystemsZurich North America: IT Zurich North America: IT Project ManagementProject 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-33
Real World Cases
Implementing New SystemsImplementing New SystemsEvaluating Hardware, Software, Evaluating Hardware, Software, and Servicesand Services
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-34
Real World Cases
Implementing New SystemsImplementing New SystemsExamples from IBM of Hardware, Examples from IBM of Hardware, Software, and IS ServicesSoftware, and IS Services
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-35
Real World Cases
Implementing New SystemsImplementing New SystemsTen Major Hardware Evaluation Ten Major Hardware Evaluation FactorsFactors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-36
Real World Cases
Implementing New SystemsImplementing New SystemsSelect Software Evaluation Select Software Evaluation FactorsFactors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-37
Real World Cases
Implementing New SystemsImplementing New SystemsEvaluating IS Service FactorsEvaluating IS Service Factors
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-38
Real World Cases
Implementing New SystemsImplementing New SystemsOshKoshOshKosh BB’’GoshGosh, Inc.: Evaluating IT , Inc.: Evaluating IT Vendors and ProductsVendors 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-39
Real World Cases
Implementing New SystemsImplementing New SystemsOther Implementation ActivitiesOther Implementation Activities•Testing•Data Conversion•Documentation–Computer-Aided Systems Engineering (CASE)
•TrainingEND
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-40
Real World Cases
Implementing New SystemsImplementing New SystemsClarke American Checks: Clarke American Checks: WebWeb--Based ERP TrainingBased 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-41
Real World Cases
Implementing New SystemsImplementing New SystemsExample Implementation PlanExample Implementation Plan
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-42
Real World Cases
Implementing New SystemsImplementing New SystemsConversion MethodsConversion Methods•Parallel Conversion•Phased Conversion•Pilot Conversion•Plunge or Direct Cutover–Graphically…
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-43
Real World Cases
Implementing New SystemsImplementing New SystemsConversion MethodsConversion Methods
Old System
Old System
Old System
Old System
New System
New System
New System
New System
Parallel
Pilot
Phased
Plunge
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-44
Real World Cases
Implementing New SystemsImplementing New SystemsIS MaintenanceIS MaintenanceSystems MaintenancePost-Implementation Review
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-45
Real World Cases
Implementing New SystemsImplementing New SystemsGM Locomotive Group: Failure GM Locomotive Group: Failure in System Implementationin 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 END
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-46
Real World Cases
Managing Organizational Managing Organizational ChangeChange
Resistance to ChangeResistance to Change•End-User Resistance•End-User Involvement
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-47
Real World Cases
Managing Organizational Managing Organizational ChangeChange
Resistance to ChangeResistance to ChangeObstacles to Knowledge Management
3%
9%
15%
20%
53%
User Resistance to Sharing Knowledge
Immaturity of Technology
Immaturity of Knowledge Management Industry
Cost
Lack of Need
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-48
Real World Cases
Change ManagementChange ManagementCrane Engineering: Overcoming Crane Engineering: Overcoming User Resistance to CRMUser 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-49
Real World Cases
Change ManagementChange ManagementFocus is on PeopleFocus is on People•Change Action Plan•Change Sponsors•Change Teams•Encouraging Open Communications•Receiving Feedback•Work Within the Company Culture END
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-50
Real World Cases
Change ManagementChange ManagementDuke Energy: A Guerilla Duke Energy: A Guerilla Approach to Business ChangeApproach 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
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Developing Business SystemsThe Systems ApproachPrototypingSystems AnalysisSystems DesignEnd User DevelopmentSection IIImplementing Business SystemsImplementing New SystemsManaging Organizational Change
KEY TERMS
Copyright 2005, McGraw-Hill/Irwin, Inc. 10-51
Real World Cases
SummarySummary1. The Systems
Development Cycle2. Prototyping3. End-User Development4. Implementing IS5. Evaluating Hardware,
Software, and Services6. Implementing Business
Change