Includes bibliographical references and index.

TABLE OF CONTENTS Part 1 Organizations, Management, and the Networked Enterprise 1 Chapter 1 Managing the Digital Firm 2 1.1 Why Information Systems? 4 1.2 Contemporary Approaches to Information Systems 14 1.3 Toward the Digital Firm: The New Role of Information Systems in Organizations 16 1.4 Learning to Use Information Systems: New Opportunities with Technology 25 Management Wrap-Up 31 Summary 31 Key Terms 32 Review Questions 32 Group Project 33 Tools for Interactive Learning 33 Case Study: Can GE Remake Itself as a Digital Firm? 33 Chapter 2 Information Systems in the Enterprise 36 2.1 Key System Applications in the Organization 38 2.2 Systems from a Functional Perspective 46 2.3 Integrating Functions and Business Processes: Enterprise Systems and Industrial Networks 50 Management Wrap-Up 61 Summary 61 Key Terms 62 Review Questions 63 Group Project 63 Tools for Interactive Learning 63 Case Study: Ownes-Corning's Enterprise System Struggle 64 Chapter 3 Information Systems, Organizations, Management, and Strategy 66 3.1 Organizations and Information Systems 68 3.2 The Changing Role of Information Systems in Organizations 74 3.3 Managers, Decision Making, and Information Systems 79 3.4 Information Systems and Business Strategy 85 Management Wrap-Up 97 Summary 97 Key Terms 98 Review Questions 98 Group Project 99 Tools for Interactive Learning 99 Case Study: Rand McNally Maps Out a Trip to a Digital Future 99 Chapter 4 The Digital Firm: Electronic Commerce and Electronic Business 102 4.1 Electronic Commerce, Electronic Business, and the Emerging Digital Firm 104 4.2 Electronic Commerce 110 4.3 Electronic Business and the Digital Firm 122 4.4 Management Challenges and Opportunities 129 Management Wrap-Up 132 Summary 133 Key Terms 134 Review Questions 134 Group Project 134 Tools for Interactive Learning 135 Case Study: Boo.com: Poster Child for Dot.com Failure? 135 Part I Project Analyzing Business Processes for an Enterprise System 138 Part 2 Information Technology Infrastructure 139 Chapter 5 Managing Hardware Assets 140 5.1 Computer Hardware and Information Technology Infrastructure 142 5.2 Storage, Input, and Output Technology 148 5.3 Categories of Computers and Computer Systems 156 5.4 Managing Hardware Assets 160 Management Wrap-Up 164 Summary 165 Key Terms 166 Review Questions 166 Group Project 167 Tools for Interactive Learning 167 Case Study: Managing Technology Assets Pays Off for American Home Products 167 Chapter 6 Managing Software Assets 170 6.1 What Is Software? 172 6.2 System Software 173 6.3 Application Software 180 6.4 Contemporary Tools for Software Development 189 6.5 Managing Software Assets 194 Management Wrap-Up 198 Summary 199 Key Terms 200 Review Questions 200 Group Project 200 Tools for Interactive Learning 201 Case Study: Sunburst Hotels International Turns to an Application Service Provider 201 Chapter 7 Managing Data Resources 204 7.1 Organizing Data in a Traditional File Environment 206 7.2 The Database Approach to Data Management 209 7.3 Creating a Database Environment 217 7.4 Database Trends 220 Management Wrap-Up 228 Summary 229 Key Terms 229 Review Questions 230 Group Project 230 Tools for Interactive Learning 230 Case Study: Ford and Firestone's Tire Recalls: The Costliest Information Gap in History 231 Chapter 8 Telecommunications and Networks 234 8.1 The Telecommunications Revolution 236 8.2 Components and Functions of a Telecommunications System 237 8.3 Communications Networks 245 8.4 Electronic Commerce and Electronic Business Technologies 251 Management Wrap-Up 256 Summary 257 Key Terms 258 Review Questions 258 Group Project 258 Tools for Interactive Learning 258 Case Study: Monitoring Employees on Networks: Unethical or Good Business? 259 Chapter 9 The Internet and the New Information Technology Infrastructure 262 9.1 The New Information Technology (IT) Infrastructure for the Digital Firm 264 9.2 The Internet: Information Technology Infrastructure for the Digital Firm 267 9.3 The World Wide Web 273 9.4 Support Technology for Electronic Commerce and Electronic Business 284 9.5 Management Issues and Decisions 288 Management Wrap-Up 292 Summary 292 Key Terms 293 Review Questions 293 Group Project 294 Tools for Interactive Learning 294 Case Study: General Motors Drives down the Information Highway 294 Part II Project Creating a New Internet Business 298 Part 3 Building Information Systems in the Digital Firm 301 Chapter 10 Redesigning the Organization with Information Systems 302 10.1 Systems as Planned Organizational Change 305 10.2 Business Process Reengineering and Total Quality Management (TQM) 311 10.3 Overview of Systems Development 316 10.4 Alternative System-building Approaches 320 Management Wrap-Up 331 Summary 331 Key Terms 332 Review Questions 333 Group Project 333 Tools for Interactive Learning 333 Case Study: Under Construction: A New System for Toromont Industries 334 Chapter 11 Understanding the Business Value of Systems and Managing Change 336 11.1 Understanding the Business Value of Information Systems 338 11.2 The Importance of Change Management in Information System Success and Failure 348 11.3 Managing Implementation 355 Management Wrap-Up 361 Summary 362 Key Terms 362 Review Questions 362 Group Project 363 Tools for Interactive Learning 363 Case Study: Hershey's Enterprise System Creates Halloween Tricks 363 Part III Project Redesigning Business Processes for Healthlite Yogurt Company 366 Part 4 Management and Organizational Support Systems for the Digital Firm 369 Chapter 12 Managing Knowledge: Knowledge Work and Artificial Intelligence 370 12.1 Knowledge Management in the Organization 372 12.2 Information and Knowledge Work Systems 375 12.3 Artificial Intelligence 383 12.4 Other Intelligent Techniques 391 Management Wrap-Up 398 Summary 398 Key Terms 399 Review Questions 399 Group Project 400 Tools for Interactive Learning 400 Case Study: Hill & Knowlton Looks for a New Knoledge Management System 400 Chapter 13 Enhancing Management Decision Making 402 13.1 Decision-Support Systems (DSS) 404 13.2 Group Decision-support Systems (GDSS) 414 13.3 Executive Support in the Enterprise 420 Management Wrap-Up 425 Summary 426 Key Terms 426 Review Questions 426 Group Project 427 Tools for Interactive Learning 427 Case Study: Merck-Medco Finds the Right Prescription to Combat Dot.com Fever 427 Part IV Project Designing an Enterprise Information Portal 430 Part 5 Managing Information Systems in the Digital Firm 431 Chapter 14 Information Systems Security and Control 432 14.1 System Vulnerability and Abuse 434 14.2 Creating a Control Environment 441 14.3 Ensuring System Quality 451 Management Wrap-Up 460 Summary 460 Key Terms 461 Review Questions 461 Group Project 462 Tools for Interactive Learning 462 Case Study: Did the FAA Fly Off Course? 462 Chapter 15 Ethical and Social Impact of Information Systems 466 15.1 Understanding Ethical and Social Issues Related to Systems 468 15.2 Ethics in an Information Society 471 15.3 The Moral Dimensions of Information Systems 474 Management Wrap-Up 494 Summary 494 Key Terms 495 Review Questions 495 Group Project 495 Tools for Interactive Learning 495 Case Study: Web Site Privacy: How Much Should We Worry? 496 Chapter 16 Managing International Information Systems 498 16.1 The Growth of International Information Systems 500 16.2 Organizing International Information Systems 505 16.3 Managing Global Systems 507 16.4 Technology Issues and Opportunities for Global Value Chains 511 Management Wrap-Up 518 Summary 518 Key Terms 519 Review Questions 519 Group Project 519 Tools for Interactive Learning 520 Case Study: Chase.com's Quest for a Global Web Presence 520 Part V Project Assessing the Total Cost of Ownership (TCO) of a Web Site 522 International Case Studies 525 Case Study 1 Ginormous Life Insurance Company Case Study 2 From Analysis to Evaluation--The Example of Cuparla Case Study 3 Citibank Asia Pacific: Managing Information Technology Consolidation, Change and New Challenges Case Study 4 Enerline Restorations, Inc.: Stay with an ASP? References 1 Indexes 1 Photo and Screen-Shot Credits 1