Foundationsoflnfonnation Systemsin Business The IntemetworkedE-Business Enterprise • Kepler's Books and Magazines: Small Business Bricks and Clicks Strategies • Uniglobe.com and Allfirst Bank: Online Customer Care Alternatives • CNET, Oxygen Media, USA Networks, and Dell Computer: Business Lessons of E-Commerce Warriors • Groove Networks: The Business Case for Peer-to-Peer Collaboration • Pepsi Cola Co.: Web Marketing Strategies • Zagat Survey and Ace Hardware: The Business Value of Online Communities • Schilling Professional Staffing: E-Business Home Warrior • France Telecom: Internet, Intranet, and Extranet Services for Business • Sabey's, Reebok, and Home Depot: Success and Failure with IT • Covisint and Others: Collaborative Product Development in E-Commerce Competingwith InfonnationTechnology ElectronicBusiness Systems • General Electric Company: Evaluating E-Business Strategies • Siebel Systems and Telstra Corporation: Benefits of Customer Relationship Management • McDonald's and American Express: E-Commerce Spinoff Strategies • Alcoa and Cisco: Realtime Manufacturing and Supply Chain Management • Oracle Corporation: Strategies • Solectron Electronics and Others: Failures in Supply Chain Management E-Business Catch-up • E*Trade Bank and Others: Evaluating Online Banking Strategies • Hitachi Semiconductor and Dell Computer: Benefits of Enterprise Application Integration • Dell Computer Corp.: Failure in B2B E-Commerce Strategy • GE Capital and Others: E-Business Challenges of Chief Financial Officers Electronic Commerce Systems • eBay Inc.: Lessons of an E-Commerce Leader • MarthaStewart.com: Website Building an E-Commerce • Compucision and International Cellulose: Challenges of B2B Marketplaces • Florist.com and Others: The Success of Small Business E-Commerce • Wal-Mart, Kmart, Kingfisher and HMV: Retail Bricks and Clicks Strategies Developing E-Business Strategies • Accel Partners: The Past, Present, and Future of E-Commerce • Cross Engineering, Pitney Bowes, and Emerson: Change Management Challenges of CRM Systems • Merrill Lynch: Catch-up Leader in E-Commerce Technology • Eastman Chemical and the Vanguard Group: Planning for Strategic E-Business Change • Brookfield Properties: Prototyping E-Commerce Strategies • Siemens AG: The Business Case for Knowledge Management • RivalWatch.com and Others: Tools for Competitive Business Intelligence • Procter & Gamble: The Business Case for Enterprise Portals Developing E-Business Solutions • Raytheon, Cutter, GE, and Honeywell: Qualtty in E-Business Systems Development • Select Comfort and VocalPoint: Managmg Web System Changes • EMI Group: Using OLAP for Strategic Decision Support • Southwest Airlines, Home Depot, and BlueLight.com: Alternative E-Commerce Website Strategies • Ford Motor Company: Using Natural Language Intelligent Agents • The Sports Authority and Others: E-Commerce Website Design Requirements • Spirit Airlines: Failure in Systems Conversion Continued on back endsheet Management Information Systems Managing Infonnation Technology in the E- Business Enterprise At McGraw-Hill Higher Education, we publish instructional materials targeted at the hi~her education market In an effort to expand the tools of higher learning, we pub lis texts, lab manuals, study guides, testing materials, software, and multimedia products At McGraw-Hill/Irwin (a division of McGraw-Hill Higher Education), we realize techno~ will continue to create new mediums for professors and students to manage resourses an communicate informatjim wjth one another We strive to provide the most flexible and comtete teaching and learning tools available and offer solutions to the changing world of teac ing and learning McGraw-HilllIrwin is dedicated to providing the tools necessary for today's instructors and students to navigate the world of Infonnation Technology successfully •~ • • • • Seminar' Series - McGraw~HilllIrwin's Technology Connection seminar 's~ries, offered aq.oss, the country every year, demonstrates the latest technology products and encourages collaboration among teaching professionals Osborne/McGraw-Hill - A division of the McGraw-Hill Companies known for its best-selling Internet titles, Harley Hahn's Internet & TVeb Yellow Pages and the Internet Complete Reference, offers an additional resource for certification and has strategic publishing relationships with corporations such as Oracle Corporation, Corel Corporation, and America Online For more information, visit Osborne at www.osbome.com Digital Solutions - McGraw-HilllIrwin is committed to publishing Digital Solutions Taking your course online doesn't have to be a solitary venture Nor does it have to be a difficult one We offer several solutions, which will let you enjoy all the benefits of having course material online For more information, visit www.mhhe.comldigitaLsolutions Packing Options - For more about our discount options, contact your local McGraw- HilllIrwin sales representative at 1-800-338-3987, or visit our website at www.mhhe.comlit ".-, i Managing Infonnation Technology in the E- Business Enterprise Fifth Edition James A O'Brien College of Business Administration Northern Arizona University Boston Burr Ridge, IL Dubuque, IA Madison, WI New York San Francisco S1.Louis Bangkok Bogota Caracas Kuala Lumpur Lisbon London Madrid Mexico City Milan Montreal New Delhi Santiago Seoul Singapore Sydney Taipei Toronto MANAGEMENT INFORMATION SYSTEMS: MANAGING INFORMATION TECHNOLOGY IN THE E-BUSlNESS ENTERPRISE Published by McGraw-Hili, an imprint of The McGraw-Hili Companies, Inc 1221 Avenue of the Americas, New York, NY, 10020 Copyright © 2002, 1999, 1996, 1993, 1990 by The McGraw-Hili Companies, Inc All rights reserved No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of The McGraw-Hili Companies, Inc., including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning Some ancillaries, including electronic and print components, may not be available to customers outside the United States This book is printed on acid-free paper domestic international VNHIVNH 2 VNHIVNH ISBN 0-07-244078-3 Vice presidentlEditor in chief: Robin J Zwettler Publisher: George Werthman Senior sponsoring editor: Rick Williamson Developmental editor: Kelly L Delso Marketing manager: Jeffrey Parr Project manager: Christina Thornton-Villagomez Production supervisor: Debra R Sylvester Media producer: Greg Bates Designer: Matthew Baldwin Lead supplement producer: Marc Mattson Photo research coordinator: Judy Kausal Photo researcher: Judy Mason Cover image: Eartha™, The world's largest rotating and revolving globe at DeLorme Publishing Corporate Headquarters, Yarmouth, Maine Copyright © Jeffrey Stevenson Typeface: 10/12 Janson text Compositor: GTS Graphics, Inc Printer: Von Hoffmann Press, Inc Library of Congress Cataloging-in-Publication Data O'Brien, James A Management information systems : managing information technology in the e-business enterprise / James A 0'Brien.-5th ed p cm Rev Ed of: Management information systems: managing information technology in the internetworked enterprise / James A O'Brien 4th ed cl999 Includes bibliographical references and index ISBN 0-07-244078-3 (hbk.) Electronic commerce Information technology-Management Management information systems Business-Data processing I Title HF5548.32 027 2002 658.4'038-dc21 2001024808 INTERNATIONAL EDITION ISBN 0-07-112350-4 Copyright © 2002 Exclusive rights by The McGraw-Hili Companies, Inc for manufacture and export This book cannot be re-exported from the country to which it is sold by McGraw-Hili The International Edition is not available in North America www.mhhe.com To your love, happiness, and success J ames A O'Brien is an adjunct professor of Computer Information Systems in the College of Business Administration at Northern Arizona University He completed his undergraduate studies at the University of Hawaii and Gonzaga University and earned an M.S and Ph.D in Business Administration from the University of Oregon He has been coordinator of the CIS area at Northern Arizona University, professor of Finance and Management Information Systems and chairman of the Department of Management at Eastern Washington University, and a visiting professor at the University of Alberta, the University of Hawaii, and Central Washington University Dr O'Brien's business experience includes working in the Marketing Management Program of the IBM Corporation, as well as serving as a financial analyst for the General Electric Company He is a graduate of General Electric's Financial Management Program He has also served as an information systems consultant to several banks and computer services firms Jim's research interests lie in developing and testing basic conceptual frameworks used in information systems development and management He has written eight books, including several that have been published in multiple editions, as well as in Chinese, Dutch, French, Japanese, or Spanish translations He has also contributed to the field of information systems through the publication of many articles in business and academic journals, as well as through his participation in academic and industry associationsin the field of information systems An E-Business Enterprise Perspective Audience T he transformation of business caused by E-business and E-commerce applications of the Internet and related technologies demonstrates that information systems and information technology are essential ingredients for business survival and success Thus, this new Fifth Edition is designed for business students who are or will be managers, entrepreneurs, and business professionals in today's E-business enterprises The goal of this text is to help business students learn how to use and manage information technologies to revitalize business processes, conduct electronic commerce, improve business decision making, and gain competitive advantage Thus, it places a major emphasis on the role of the Internet, intranets, extranets, and other Internet technologies in providing a technology platform for electronic business, commerce, and collaboration within and among internetworked enterprises and global markets This is the E-business enterprise perspective that this text brings to the study of information systems Of course, as in all my texts, this edition: • Loads the text with real world cases, examples, and exercises about real people and companies in the business world • Organizes the text around a simple five-area framework that emphasizes the IS knowledge a business end user needs to know • Distributes and integrates IS foundation theory throughout concentrating it in several early chapters • Places a major emphasis on the strategic role of information technology in gaining competitive advantage, supporting electronic business operations and decision making, and enabling electronic commerce and enterprise collaboration the text instead of This text is designed for use in undergraduate or introductory MBA courses in Management Information Systems, which are required in many Business Administration or Management programs as part of the common body of knowledge for all business majors Thus, this edition treats the subject area known as Information Systems (IS), Management Information Systems (MIS), or Computer Information Systems (CIS) as a major functional area of business that is as important to management education as are the areas of accounting, finance, operations management, marketing, and human resource management viii • Pnface Key Features The new Fifth Edition is the most comprehensive revision of this text since it was first published Most chapters have been significantly "E-engineered," that is, text material has been radically restructured, eliminated, and augmented with new E-business and E-commerce topics and real world examples to provide students with a solid E-business foundation for their studies and work in business A11 New Real \Vorld Cases and Examples This text provides all new up-to-date real world case studies These are not fictional stories, but actual situations faced by business firms and other organizations as reported in current business and IS periodicals This includes five real world case studies in each chapter that apply specifically to that chapter's contents In addition, each chapter contains several application exercises, including two hands-on spreadsheet or database software assignments and new Internet-based real world assignments in most chapters Also, many new highlighted in-text real world examples have been added to illustrate concepts in every chapter The purpose of this variety of learning and assignment options is to give instructors and students many opportunities to apply each chapter's material to real world situations 16 • Company Index CDNow, 240, 322 CD Universe, 317 Celera Genomics Group, 393 Cemex, 75 Cendant, x, 371, 372, 384 Center for Democracy and Technology, 353 CenterStage, 168 Centrex, 389 CEO Express, 385 Cessna Aircraft, A4 Charles Schwab & Co., 48, 49,75,255,271, 321,436,528, A15 Chase Manhattan Bank NA, 33 Chevron, 201,506 Chrysler, 144, A5 CIGNA Corporation, 60, 62, 307 CIMLINC, 32 Cingular Wireless, 531 Circuit City, All Cisco.com, ix, 24, 48, 65, 66, 75,120,137, 138,155,158,169,184,185,248,249, 255,362,363,506 Citibank, 76, 319, 389 Citicorp, 48,353 Citigroup, 307 Citysearch, 19 Clarke American Checks Inc., 301 Click!Network,514 ClickPaper.com, AZ2, AZ3 CNET, 18, 19,37 CNN.com, 315, 317 Coca-Cola, 307 Cognos, 211, 467 Colgate-Palmolive, 128 Collectibles com, 467 Comdex, 77 Commerce One, 171, 184, AZ7, A28, AZ9 Commodity Logic, AZ2, AZ3 Compaq Computer Corporation, 111,253, 307,393,397,462,495 CompuBank,528 Compucision, 196 CompuServe, 59 ComputeFarm,393 Computer Associates, 111, 186, 210, 335, 343,368,451 Computer Discount Warehouse, A8 Computerworld, Inc., 24, 42, 63, 77, 91, 218,241,261,263,288,292,297,307, 320, 323, 339, 340, 343, 360, 367, 378, 380,456,525 Comsat,516 Comshare, Inc., 216 Conference Board, 201, 331 Conoco, 216 Consolidated Freightways, 48 Consolidated Rail, 210 Content Technologies, 321, 340 Context Integration, 262 Corbis Outline, A14 Corbis Sygma, 174,382 Corel, 99, 434, 436, 437, 439, 450 Corio, 431 Countrywide Home Loans, 94 Covisint, 122, 185, 196, AI, AZ5, AZ6, AZ7, AZ8, AZ9, A30, A31, A32 Crane Engineering, 258 Crayola, 499 Cross Engineering, 258, 259, 268 Current Analysis, 393 Cutter, 276, 277, 278, 306 CVS.com, 24, 387 CyberCash, 173 Cybergold, 172 CyberTrain, 513, 514, 528 E*TRADE, x, 24, 49, 76, 120,255,271,315, 317,321,528 eTrust,343 eVolution, 45 eWork Exchange, 157 Excite, 168, 193, 194,230,241 Executive Software InternationaJ, 451 Exodus, 367 Exostar LLC, 122 DaimlerChrysler AG, 122, 196, AZ5, AZ8, A31 Dana, AZ7, AZ8, A30 DataBeam Corporation, 103 DataChannel Corp., 90 Datalink Corp., 481 Datapro, 296 Data Return Corp., 294 Datek Online, 528, 529 DeaIBench.com, AZ2, AZ3 Decision Maker, 202 Deere & Co., ix, 356, 357, 358, 384 deliverEtoday.com,5 Dell Computer, ix, 18, 19,75,77,159,169, 185,248, 249, 253, 255,AZ7 Deloitte & Touche, 352 Denny's, 252 Deutsche Telekom, 121,245, A15, A16 directbanking.com,76 Discovery, 229 Discovery Online, 172 Domino, 217, 281, 366 Doritos, 206 DoubleClick, 181, 324 Dow Jones & Co., 230 Dragon Systems, 410 Drugstore.com, 24, 189, 190,387 Fannie Mae, 307 Farmland Industries, 303 Fast Search, 38, 504 Federal Express, 48, 93, 210, 389, A29 Ferguson and Katzman, 258 Fibermarket.com, 196 Fibre Channel, 481, 494, 495 Fidelity.com, 24, 426, 464 Firestone, AZ9 First Union, 307,495 First USA, 529 Fleetwood,366 Floral & Hardy, 197 Florist.com, ix, 197 Ford Motor Company, 60, 144, 194, 196, 201,245,307, 356,449, 533,AZ5,AZ6, AZ7, AZ8, AZ9, A31 Forrester Research, 76, 311, A31 Fortune, 45, 221, 222, 272, 298, 307, 389, 494 Framework Technologies Corp., 122 France Telecom, x, 121 FreeAgent.com, 147 FreeMarkets, 171, 184, 185, 186, 196,462, A30 Freemerchant, 180, 182 Free Press, 176 Freudenberg-NOK, AZ8 EarthLink, 169, 308 Eastman Chemical, 272, 367 eBa~ix,24,48, 74,162,163,177,180,185, 193,255,306,307,314,315,317,339 eBSure, 334,335, 336, 348 E-Business Forum, 357 Eckerd, 221, 222 eCompany, 19 ECongo.com, 193 Eddie Bauer, 177 Edmunds.com, 194 eGain Communications Corp., 245 eLance.com, 156, 157 eMac Digital, 45,57 eMachine, 397 EMC Corp., 481, 494 Emerson Corporation, 258, 259, 268 EMI Group, 244 Employease, 255 Enesco Group Inc., 160 Enron Energy Services, 486, AI, A18, A19, AZO,AZl, AZ2, AZ3, AZ4 E.piphany, 168, 243 Equity Residential, 532 Ericsson, 158 ESPNET SportsZone, 172 e-Steel, 186 Etelecare International, 389 Gap, 307, 310 Garden.com Inc., Garden State Paper Co., A23 Gartner Group, 272, 426, A16 Geac Computer Corp., 387 GE Aircraft Engines, 276, 277, 278 GE Capital, 160 General Electric, vi, ix, x, 44,56,62,63,73, 84,85,97,160,185,227,276,277,306, 389 General Motors, x, 186, 194, 196,307,352, 367, A25, AZ6, AZ7, AZ8, AZ9, A30, A31 Gen3 Partners, 273 Gensym Corporation, 233 Genuine Parts, 532 GeoCities, 119, 120, 308 Georgia-Pacific, 196 GE Trading Process Network, 512 GI, 307 Giga Information Group, 389, 445, A8, A12 Gillette Co., 377 Glaxo-SmithKline, 245 GlobalNet Exchange, AZ6 Global One, 121 Gnutella, 321, 510 GoBizGo.com, 193 Company Index Goldman Sachs, A28 Gomez Advisors, 427 Google, 38,119,504 Grede Foundries, 428 Groove, 96, 97, 98, 117,249 Group Software, 496 GTE, 307, 317 Guaranteed Overnight Delivery, 531 Guinness, 45 Gulf States Paper, 145 Guy Carpenter & Co., 382 Hamilton Corporation, 65, 66 Handpiece Headquarters, A5 Hannaford, 525 Harley-Davidson, 169 Harvard Business School Press, 52, 302 Healtheon,255 Health Risk Management, 466, 467, 468 Hershey Foods, 359, 360,430,431,459 Hewlett-Packard, 120, 184,294,307,397, 400,450,476 High-Tech Crime Network, 334, 335, 336, 348 Hitachi Semiconductor, ix, 159,226,428 Hi-Tor, 197 HMV, ix, 198 Holt Educational Outlet, 166 HomeAdvisor,255 Home Depot Inc., 42,56, 160,309 Homestead.com,308 Honeywell, 276, 277, 278, 306 Hoover's Inc., 160 House of Business, 41 Howrey Simon Arnold & White, 322 Hurwitz Group, 352 Hyperion, 215, 216 HYPERparallel, 476 IBM, vi, 39, 97,125,173,184,198,210, 214,217,229,230,244,253,297,299, 307,398,400,401,402,406,408,410, 428, 445, 449, 450, 451, 471, 485, A28 IDC, 42, 77 Image Bank, 412 Imation Corp., 366 Index Stock Photography, 34, 419 InfoEDI, 187 Information Advantage, 202, 210 Information and Communications Networks Group, 200, 201 Informix,485 Infoseek, 225 Ingram Micro, 255 Inlooktech.com, 97 Intel, 97, 307, 336, 337,404 Intellsat, 516 Interliant Inc., 366 Intermet Corp., 122 International Cellulose, 196 International Data Corporation, 201 International Paper, 196 Internet Security Systems Inc., 315 Intira Corp., 294 Intuit, 430, 431 Iomega, 407 iPlanet, 91, 92, 121,297 Irwin/McGraw-Hill, 290 ITCentrix,428 Itis Services, 494 i2, 158, A28 Ivy League Publishing, 375, 376 iXL Enterprises Inc., 380 J Crew Group Inc., 131 J D Edwards & Co., 462 Jabil Circuit, 65, 66,138 Jango,241 JC Penney, 307 JFax, 101 Jo-Ann Stores Inc., 42 Jobtrak,147 Jobweb,147 Johnson Controls, Inc., 33, 144, A27, A29, A30 Johnson & Johnson, 201, 307 John Wiley & Sons, Inc., 129, 149,252,263, 265,295 J.P Morgan & Co., 352, 382,494, A15 Jupiter Communications Inc., 379 Jupiter Research, 76 KBkids.com, 189, 190 Kendall-Jackson Wines, 106 Kepler's Books and Magazines, ix, 4,5,6, 16, 17, 37 Key Corp., 214, 216 Kingfisher, ix, 198 Kinko's, 105 KLM,376 Kmart, ix, 175, 176, 198,309,427 Korn/Ferry International, 369 KPMG Consulting, 196 Kroger, 307 K-Swiss, 106 LaGuardia, 311 Lands' End, 159, 177,310, A8 Lante Corp., 77 Lawrence Berkeley National Laboratory, 351,402 Lear, A28 Lernout & Hauspie, 410 Levi Strauss, 210 Lexis-Nexis, 213, 214 Lguide, 513, 514, 528 Liaison Agency, A19 Linux Networx, 393 Liquid Audio, 441, 494 Livelink, 112 Living.com, 45 L.L Bean, A8 Lockheed Martin, 92, 122,229,303,307, 532 London Electricity, A15 Longs Drugs, 405, 406, 424 Los Gatos, 389 Loms, 96, 97, 99,105,106,107,109,110, 213,217,219,243,281,337,366,434, 436,437,439,442,443,450,455,471 LTv; 186 Lucent, 158 • [] Machine Vision, 145 MacMillan Bloedel Corp., 235, 236 Macromedia, 441 Manugistics Group, 360 Mapics, Inc., 143 MapInfo, 210 Market Advisor, 208 MarketMile, 45,55,57 Marriott, 6, 158, A5 Marshall Industries, 53, 54, 64, 65, 257, 266, 364, 365, 366 Martha Stewart Living Omnimedia, 174, 175,193 MasterCard, 173,208 Matsushita Electric, 229 McAffee and Associates, 58, 59, 73, 171, 323,341 McDonald's, x, 45,55,57,73 McGraw-Hill, 140,317,318,349,449,472 MCI worldcom, 307 McKesson, 255 McKinsey, A20 Meghan-Kiffer Press, 31, 251, 257 Mercedes-Benz, 353 Meridian, 331 Merrill Lynch, x, 49, 105,271,307,387 Meta Group, 81, 259, 494 MetalSite, 186 Metaphase, 32 Microsoft Corp., xii, 77, 81, 99,101,103, 105,106,107,109,110,118,119,169, 170, 173, 174, 175, 176, 180, 193, 194, 198,230,248,249,255,291,298,323, 325,337,358,359,397,398,406,431, 434,435,436,437,438,439,440,442, 445,448,449,450,451,455,462,464, 471,473,474,488, 503, 520,A20 MicroStrategy Inc., 214, 467 Milacron Inc., 86 Minte!, A16 MMXI Europe, A13 MNO Incorporated, 529 MobileStar, 499 Monsanto Co., 33, 366 Morgan Kaufmann Publishers, 517 Morgan Stanley Dean Witter, 75, 229 Motorola Inc., 77 MP3,441 MSN, 59,119 Mug Shots, 396 MultiLogic, Inc., 236 Murnet Technologies, 291 MyAircraft.com, A26 My Citi, 528 MYOB,150 MySimon, 230, 241 NAPA Auto Parts, 532 Napster, 97, 321, 322, 510, 511 Nasdaq, 45 National City Bank, 496 Nations Bank, 106 NativeMinds Inc., 245 NCD, 398 NCR, 210, 214 NEC Electronics, 392, 393, 424 18 • Company Index NetBank,76 NetByTel,426 Netpliance,398 Netscape, 29, 91, 99,101,103,105,107, 109,118,121,173,180,187,287,297, 337,431,435,436,442,503,520 Network Appliance, 494 Net Works, A22, A23 Newark Airport, 311 New Light Industries, 227 Nexis,213 NeXT Software, 289 Nissan, A25, A28, A31 Norm Thompson, 430, 431, 459 Nortel Networks, 132 Northeast Utilities, 531 Northwest, 376 Norton, 451 Norwich Union P.L.c., 378 Novell, 99,107,110,111,337,442,449, 450, 520 Nypro Inc., 377, 388 Ockenfels 3, A14 Office Depot, 45, 189, 190,426 Office Products Corporation, 39 OfficeTempo.com, 273 On Command Corporation, 508 OnDisplay, 168 One One, A15, A16 Open Text, 110, 112 Oracle, x, 75, 77,125,127,158,183,184, 243,245,388,406,430,431,451,467, 485,486, A27, A28 Original Equipment Suppliers Association, A30 OshKosh B'Gosh, Inc., 211 Our Price, A17 Oxygen Media, 18, 19 Palm, 120,517 Panasonic, 284, 285, 306 Pantellos, 185 PaperExchange,A22 Parametric Technology Corp., 122 Para-Soft, 307, 308 passport com, 119 Payless Shoe Source, 480, 481, 492 Peoples Bank & Trust Co., 214 PeopleS oft, 127, 184,366,377,430,431 Pepsi-Cola Co., ix, 40, 206, 210 Perot Systems, 97 Pets com Inc., 5, 197 Petsmart Inc., 42 Pfizer Inc., 382 PHH Vehicle Management Services, 372 Philip Morris, 307 Phillips, 398,410 Phillips Petroleum, 388 Piasecki Steel, 513, 514, 528 Pilot Network Services, 315 Pinnacle Manufacturing, 74, 242 Pioneer Hi-Bred International Inc., 33 Pitney Bowes Inc., 77, 258, 259, 268 PlasticsNet.com, 186 Playback.com,241 Plumtree Software, 243 PNB,41 Political Psychology A~sociates Ltd., 351 Poly-One, 159 Pratt & Whitney Canada, 303 Premiere, 366 Prentice-Hall, 133, 164,260 President and Fellows of Harvard College, 30,52,330 Preston Gates & Ellis LLP, 374 Priceline.com, 48, A27 Procter & Gamble, 48, 49, 243 Prodigy, 180, 181, 182 Professional Consulting Network Inc (PCN), 369 Providence Health, 291 Provi- Tabs, 197 PRT Group Ltd., 382 Prudential Securities, 56, 307, 382 Qantas,376 Qpass, 172 Quaker Oats, 186 Quantum, 419 Quark, 437 QuickBooks, 27 Quicken.com, 436 QuickenLoans.com, 287, 306 Qwest Communications International, 514 Rack Room, 525 Raytheon, ix, 186,276,277,306, 356, 357, 384 ReaUukebox, 325 RealNetworks, 325,441 RealPlayer, 325 Recording Industry Association of America (RIAA), 322, 511 Recourse Technologies, 351 Recreational Equipment Incorporated (REI), 178,221,222,427, AI, A8,A9, A10, All, A12 Red Hat Software, 449 Red Herring, 77,152 Reebok International Ltd., 42 Renault, A25, A28, A31 Rentrak Corp., 48 Requisite Technology, 168 Research in Motion Ltd., 531 Research Institute of America, 70, 375 Resource Technologies, x Riptech Inc., 315, 335 RiskAdvisor, 210 Rite Aid, 189, 190,387 Ritz-Carlton, 353 RivaIWatch.com, 220, 221, 222, 240 Robert Frances Group, 77 Roberts Market, Roland Berger, A27, A28, A29 Ross Operating Valves, 48 Round Rock, 77 Royal Bank Financial Group, 76 Royal Dutch/Shell, 201, 251 Royal & Sun, 388,464 RSA Data Security, 337 Sabre, 73, 210 Safeway,307 SalesForce.com,142 Sandstorm Enterprises, 221 San Francisco 4gers, 528 SAP AG, 42,127,158,159,184,243,301, 303,360,377,388,430,431 Sara Lee, 307 SAS Institute, 496 Saturn, A30 Schilling Professional Staffing Inc., 41 Sears, Roebuck, 259, 525 Security First Network Bank, 76 Sedgwick James Inc., 210 SEI, 265 Select-Cast, 225 Select Comfort, 293, 294, 306 7-Eleven, 525 ShareNet, 200, 201, 202, 240 Sharper Image, 289 Shiva Corporation, 218, 219 Shop At Home, 466, 467, 468, 492 Shutterfly, 389 Siebel Systems, ix, 124, 125, 126, 155,248, 249, 360 Siemens AG, x, 200, 201, 202, 240 Silicon Graphics, 229, 393,400 Singapore Airlines, A13 SiteMerlin, 183 Skylight Books, 197 Smart Business Supersite, 38 Smart Online, 156 Snap-on Incorporated, 94 Sobeys Inc., 42 Softbank Corp., 309 Software Publishers Association, 321 Solectron Electronics, ix, 137, 138, 155, 158 Sony, 398,499 Southwest Airlines, 309, A8 Sovereign Bank, 41 Spirit Airlines, 311 Sports Authority, 310 Sprint, 121,317,341,514 SPSS, 496 Stagecoach Holdings PSC, A16 Standard & Poor, A4 Staples, 427, 496 StarBase Corporation, 521 Starbucks Corp., 367,494 Starship Traders, 119 State Farm Insurance Company, 286, 288 Stock Market, 104, 396 Ston~ 137,282,396 Storage Dimensions, 68 Storage Works Management, 495 StoryServer, 168 Summit Bank, 41 Summit Research Associates, 427 Sun Microsystems, 77, 91,121,133,159, 165,183,229,297,393,397,398,399, 406,431,434,445,449,494,520 SuperValu, 307 Supplier Advantage, 77 SuretyBond.com, 498, 499 SurfVVatch,320, 321 Sybase, 217 Company Index Symantec, 341,457 Syncata, 533 Syntellect Interactive Services, 134, 135 Target, 76,202, 307, 308 Techron Inc., 157 Telecom ~alaysia, 201 Telef6nica, 187 Telstra Corporation, ix, 124, 125, 126, 155 Textron, 405, 406, 407, 424, AI, A3, A4, A5, A6,A7 theglobe.com, 120 TheTrainLine.com, A16 Thinking ~achines, 226 Thomson Consumer Electronics, 31 3~, 32, 77 Ticketmaster, 19 TimeInc., 147, 177, 194,287,385 Times Books, 58 Time VVarnerCable, 514, 528 Timken, A5, A6 Tinwald Corporation, 450 Tivoli, 481, 495 Tokyo Stock Exchange, 226 Toshiba, 226, 414 Touchstone Software, 341 Townsend Hotel, A25 Toyota, x, 138,371,372,384 Toys 'R' Us Inc., 48, 160 TrafficRanking.com, 119 Transcentric, 463 TransChannel LLC, 366 Transora, A26 Travelers Corp., 382 TravelNow, 444, 445, 460 Travelocity, 73, 168 Trend ~icro, 341 Trilogy, 32 Tripod, 308 Troika Networks, 494 TRVV,x, 371, 372, 384 12 Entrepreneuring, 19 24/7 Customer.com, 389 Tyson Foods, 92 Uniglobe.com, ix, 80, 81, 117 Union Pacific Corp., 463 Unisys,210 United Technologies, 186 UP~C Health, 495 UPS, 307, 309 Urban Outfitters, 499 Usability Lab, 288 US Air, 376 USA Networks, 18, 19 USinternetworking, 431 US VVestCommunications, 93, 341 USX,307 UUNet Technologies Inc., 335 VA Linux, 449 Vanguard Group, 272 Van Nostrand Reinhold, 51, 93 Vencor,495 Ventana Corporation, 108 Ventro, 45, A26 Verio, 182, 183 VeriSign, 310 Verity, 218, 219 VerticalNet, 184, 185, 187, A26 Viador, 243 Virgin, 244, AI, A13, A14, A15, A16, A17 Visa, x, 49, 173, 352 Visible Decisions, 229 Visual Studio.Net, 464 VocalPoint, Inc., 293, 294, 306 Vocal-Tech, 101 Volkswagen, A28 Vons, 206 V Shop, A17 VVagginTails, 197 VValgreenCo., 387 VVal-mart,ix, 45, 48, 49,56, 179, 193, 197, 198,248,249,310,353,449, All, A12 VVangGlobal, 336 VVarmBoot, 435 VVaVVa,41 VVebLinc,498, 499, 528 • VVeb~ethods, 159 VVebprovider.com, 308 VVebQL,221 VVeb Site Garage, 310 VVeb-Track,324 VVebvan,5 VVeirton, 186 VVellsFargo, 76, 528 VVesternChemical, 39 VVesternProvident Association, 245 VVestinghouse Electric, 294 VVhirlpool,201 VVinamp,441 VVingspanBank.com, 76, 529 VVizSoft,346 VVork.com, 193 VVorks.com, 185 VVorld-Com,514 VVorldlyInvestor, 385, 386 VVrightExpress LLC, 372 W:VV.Grainger & Co., 168 Xerox Corporation, 319 Xilinx, 118, 158 Yahoo! Inc., 40, 105, 106, 119, 120, 180, 194,309,314,315,317,339,464,504, A16, A21, A22 Yankee Group, 120,243,310,389 Young & Rubican, 233 Zagat Survey, 120,464 Zona Research, 287 19 Access control, 166 Accessing data, 378-381 Accessing databases, 487-488 Accounting information systems, 148-151 accounts payable, 150-151 accounts receivable, 150 general ledger, 150-151 inventory control, 149-150 online accounting systems, 149 order processing, 149-150 payroll, 150-151 Accounts payable, 150-151 Accounts receivable, 150-151 Active, 472 Active matrix, 414 Activities of information systems (IS); see Information system (IS) activities Adaptive learning systems, 67, 224 Adaptive system, Advertising, 233-234 Agile company, 63 Agile manufacturing, 142 Agility, 63 AI; see Artificial intelligence (AI) technologies Algorithms, 224, 227 Analysis, 29 systems analysis, 283, 286 Analytical data store, 475 Analytical modeling, 211 Anonymous remailers, 324 Applets, 456,509 Application design, joint, 288 Application development, 276, 473 concurrent application development process, 30 database management, 473-474 E-business systems development; see E-business systems development management, 367 Application servers, 444-445 Application service providers, 365,432 Applications for E-business; see E-business applications Applications in global E-business technology management, 375-377 Application software, 12,430 Application-specific, 433 110 Application trends, e-commerce, 174-176 Architecture E-business applications, 126-127 E-business planning, 254-257 E-commerce, 165-167 intranets, 91 telecommunications networks, 522-523 Archival storage, 469 Arithmetic-logic, 403 Artificial intelligence, 222 Artificial intelligence (AI) technologies, 220-237 cognitive science, 224 domains of, 222-224 expert systems (ES), 230-237 fuzzy logic systems, 225-226 genetic algorithms, 227 intelligent agents, 229-230, 245 natural interfaces, 224 neural networks, 224-225 robotics, 224 virtual reality (VR), 228-229 Assembler languages, 452 Assemblers, 452, 456 Asynchronous transfer mode, 524 Attributes, 13,469 Auctions, 184, 186 Audits, 345-346 Audit trail, 345-346 Automobile buying, 192 Backbone network, 507 Back end, 287 Background, 448 Backoffice, 127 Backup files, 342 Bandwidth, 523 Banking online, 76, 528-529 Bar coding, 411 Barriers to entry, 49 Batch processing, 26, 135 Baud rate, 523 B2B E-commerce, 164, 176, 183-184,240 auctions, 186 challenges of, 196 small businesses, 197 strategy failures, 77 B2CE-commerce, 164, 176-179, 193 see also E-commerce success factors, 177-179 Web stores; see Web stores Behavioral stage theory, 331 Benchmark, 296 Bibliographic databases, 475 Binary representation, 416 Biometric security, 342-343 Bit, 417 Bloatware,434 Bottom line, 212 BPR, 59-62 Breaking and entering electronically, 318 Bricks and clicks, 189-190, 198 small business, 3-6 Broadband, 513-514, 524 Brochureware, 174 BTG,392-393 Budgeting, capital, 152 Bugs, 457 Bulletin board systems, 104 Buses, 404, 521 Business applications of information systems (IS), 18-20 Business ethics, 331 Business functions, 127 Business improvement, 60 Business intelligence, 220-222, 467 Business plans, 267-268 Business processes, 127 Business process reengineering (BPR), 59-62 Business-to-business (B2B) E-commerce; see B2B E-commerce Business-to-consumer (B2C) E-commerce; see B2C E-commerce; E-commerce Business value, 120, 502 intranets, 91-93 Byte, 417 Cache memory, 403-404 CAD, 142 CAE, 142 Calendaring, 107-109 CAM, 144 Cameras, digital, 413 Subject Index Capital budgeting, 152 Car buying, 192 Careers in information technologies (IT), 33- 34 Carpal tunnel syndrome, 328 CASE, 287-289 Case-based, 231 Case managers, 60 Case studies, A1-A32 Cash, digital, 172 Cash management, 151 Catalog, 184 management, 168-170 Cathode ray tube, 414 Cave automatic virtual environments, 229 C2C E-commerce, 164-165 CD burners, 420 CD- R, 420 CD-ROM, 420 CD-RW,420 Cells, 517 Cell switching, 524 Cellular telephone and pager systems, 517 Censorship, 325-326 Centers of excellence, 382 Centralization, 365 Central processing unit, 403 Change action plan, 264 Change management, 258-266, 262, 272 Change sponsors, 264 Change story, 264 Change teams, 264 Channel, 504 Character, 468 optical character recognition, 411 Charge back systems, 368 Chat rooms, 105,503,504 Chief financial officers (CFOs), 160 Chief information officer (CIa), 369 Chief technology officers (CTO), 369-370 Child, 342 Circuit switching, 524 Clicks and bricks, 189-190, 198 small business, 3-6 Click stream data, 474 Clients, 508 Client/server, 127,394 Client/server networks, 508 Client services, 370 Clip art, 437 Clock speed, 404 CNET, 18-20 Co-adaptation, 254 Coaxial cable, 515 Collaboration, 98 e-commerce processes, 171 Collaboration software, 99, 442 Collaborative product development, 122 Collaborative workgroup, 98 Command-driven, 446 Communications network, 504 Communications satellites, 516 Communities of interest, 104, 141, 171 Community, 120 Competitive business intelligence, 220 222, 467 Competitive forces, 46, 252 Competitive strategies, 46, 252 Compilers, 452, 456 Complex data types, 485 Computer-aided design (CAD), 142 Computer-aided engineering (CAE), 142 Computer-aided manufacturing (CAM), 144 Computer-aided process planning, 142 Computer-aided software engineering, 287, 457 Computer-aided systems engineering (CASE), 287-289 Computer-based information systems, Computer crime, 316-323 computer viruses, 322-323 credit card fraud, 319 cyber crime, 317, 319 hacking, 314-315, 317-318 intellectual property, 321-322 libel and censorship, 325-326 piracy, 321-322 software piracy, 321 theft, 318-319 unauthorized use at work, 319-321 Computer failure controls, 342-343 Computer hardware; ,'ee Hardware Computer-integrated manufacturing (ClM), 142-144 Computer matching, 325 Computer monitoring, 326 Computer peripherals; see Peripherals Computer processing speeds, 404 Computer profiling, 167-168, 325 Computers, 505 Computer sofrware end users; see Software for end users systems; see System software Computer system concept, 403-404 Computer systems, 12,403 Computer terminals, 399, 504 Computer viruses, 322-323 Concurrent application development process, 30 Connectivity, 501 Consolidate, 481 Consumer-to-consumer (C2C) E-commerce, 164-165 Contact lists, 442 Content management, 168-170 Context Integration, 262 Contextual labels, 455 Continuous speech recognition, 410 Control, 9,15,290 Control logs, 346 Control unit, 404 Conversion, 301-302, 311 Coopetition, 64 Copyrights, 321-322 Cost intra net savings, 92-93 strategic IT, 52 Costlbenefit analysis, 283 Crackers, 317 • III Credit card fraud, 319 Crime, computer; see Computer crime Crisp data, 225 Critical success factors, 215 CRM; ,'ee Customer relationship management (CRM) Cross-functional enterprise systems, 127 Cross-functional informational systems, 28 Crossover, 227 Cultural challenges, 374 Cumulative trauma disorders, 328 Customer care, 80-82 Customer centric, 130 Customer database, 470 Customer-focused E-business, 57 Customer relationship management (CRlvl), 127,130 E-business applications, 124-126, 128-131 implementation strategies, 258-259, 261 Customer serving, 130 Customers of Web stores, 181-182 Customer support outsourcing, 389 Customer value, 57 Cyber crime, 317, 319 Cybernetic, Cybersickness,229 Data, 13 Data access, 378-381 Data administration, 478 Database, 469 Database access, 487-488 Database administration, 478 Database administrators, 471 Database development, 471-472, 488-490 Database (discussion database), 105 Database for customers, 470 Database (geographic database), 210 Database job searches, 155 Database maintenance, 473 Database management, 439, 466, 470-471, 480-490 application development, 473-474 database development, 471-472, 488-490 database interrogation, 472-473 database maintenance, 473 database structures; see Database structures sofrware,471-474 storage management challenges, 480-481 Database management approach, 470 Database management system, 450, 470, 471 Database structures, 480-485 accessing databases, 487-488 hierarchical structure, 482-483 multidimensional database structure, 483-484 network structure, 483 object-oriented structure, 483-486 relational structure, 483 Database types, 474-475 Data centers, 367 Data conferencing, 103 Data definition language, 471 112 • Subject Index Data dictionary, 471 Data entry, 14 Data glove, 228 Data manipulation language, 474 Data marts, 475 Data mining, 476 decision support systems (DSS), 214 215 Data modeling, 489 Data organization, 17 Data planning, 478 Data planning process, 488 Data processing, 13, 14 Data resource management, 466-479 business intelligence, 467 character, 468 database, 469 database management; see Database management database management software, 471-474 database types, 474-475 data mining, 476 data warehouses, 475-476 field, 468-469 file, 469 hypermedia databases on the Web, 477 implementing, 477-479 project tracking, 493 record, 469 training and development, 493 Data resources, 7, 13 Data venus information, 13 Data visualization systems, 210-211 Data warehouse, 475-476 Data warehousing, 466 Datum, 13 Debuggers, 457 Decentralization, 365 Decision room, 102, 107 Decision support systems (DSS), 21, 26, 208-215 analytical modeling, 211-212 data mining, 214 215 data visualization systems (DVS), 210-211 geographic information systems (GIS), 210-211 goal-seeking analysis, 213 models, 209-210, 211-212 optimization analysis, 213 sensitivity analysis, 212 software, 209-210 what-if analysis, 212-213 Defamation, 325-326 Defenses, internetworked E-business, 337-341 Definition of information system, Deliverables, 286 Demodulation, 518 Denial of service, 317, 338 Dense wave division multiplexing, 516 Design, 29 systems design, 286 Desktop accessory, 107 Desktop publishing (DTP), 437 Desktops, 396 Desktop venus network computing, 406 Desktop videoconferencing, 103 Development; see Training and development Digital cameras, 413 Digital cash, 172; see also Electronic payment processes Digital network technologies, 501 Digitizer pen, 409 Direct access, 417, 487 Direct organization, 487 Disaster recovery, 343, 344, 388 Disaster recovery plan, 344 Discrete speech recognition, 410 Discussion databases, 105 Discussion tracking, 105 Disk drives, 419 Disks, floppy, 419 Disks, optical, 420 Disk storage, 419-420 Displays, liquid crystal, 414 Distributed databases, 474 Documentation, 300 Document file, 469 Document image management, 109 Document management, 411 Document management library, 112 Documents, 436 Dotcom, 177 Downsizing, 203,365,509 Drill down, 215 DSS; see Decision support systems (DSS) Dual scan, 414 Dumb termiuals, 399 DVD,421 DVD-RAM,421 DVD-ROM,421 Dynamic, EAI,131 E-business, 21, 22-24, 82, 124 applications; see E-business applications decision support; see E-business decision support E-commerce, 23-24, 83 enterprise communication and collaboration systems; see Enterprise communication and collaboration systems enterprise information portals (EIPs); see Enterprise information portals (EIPs) extranets; see Extranets functional systems; see E- business functional systems home based, 41 Internet uses and value, 83-86 internetworked E-business enterprises, 80-82 intranets; see Intranets managing information technology, 31 planning; see E-business planning security; see Security strategic IT, 52-54, 57-59 strategies, 55-57, 75 strategy implementation; see E-business strategy implementation systems; see E- business systems E- business-Collt technology management; see E-business technology management transformation process, case study, A3-A7 virtual teams, 23 E-business applications, 82-83,124 136 architecture, 126-127,256 customer relationship management (CRM), 124 126, 128-131 enterprise application integration (EAI), 131-132 enterprise resource planning (ERP); see Enterprise resource planning (ERP) planning, 255-256 supply chain management (SCM), 132-134,158 transaction processing systems (TPS), 133-136 E-business decision support, 200-221 decision structure, 204 decision support systems (DSS); see Decision support systems (DSS) enterprise portals; see Enterprise portals executive information systems (EIS), 215-216 information decisions and management, 203-204 knowledge management, 200-202 management information systems, 203-204 online analytical processing (OLAP), 206-208,244,483 trends, 202 E- business functional systems, 137-15 2, 154 155 accounting information systems; see Accounting information systems financial management systems; see Financial management systems human resource information systems; see Human resource information systems manufacturing information systems; see Manufacturing information systems marketing information systems; see Marketing information systems E-business planning, 248-257, 253, 267-268, 272 applications, 255-256 architecture, 254 257 competitive advantage, 252-253 organizational planning, 250 process, 253-255 scenario approach, 250-252 visioning, 251 E-business strategy implementation, 258-266,272 change implementation, 260 change management, 259, 262-266 end user resistance and involvement, 261-262 E- business systems development; see E-business systems development functional systems; see E- business functiona I systems Subject Index E-business systems-Cant implementation; see E-business systems implementation reports, 306 E-business systems development, 276-292 analysis, 283-285 computer-aided systems engineering (CASE), 287-289 design, 286-287 end user development, 289-292 global E-business technology management,381-382 prototyping,280-281 quality, 276-278 starting the process, 281-283 systems approach, 278 systems development circle, 278-280 E-business systems implementation, 293-303 conversion, 301-302, 311 documentation, 300 failures, 311 hardware, 295-298 maintenance, 302-303 services, 295-300 software, 295-297 testing, 299-300 training and development, 300-301 Web system changes, 293-294 E-business technology management, 356-370,387 application development, 367 chief information officer (CIa), 369 chief technology officers (CTO), 370 components, 363-364 global E-business technology management; see Global E-business technology management human resources, 368-369 IS function management, 364-370 IS performance, 359-361 managers, 358-359 operations management, IS, 367-368 organizational attributes, 361-363 organizing IT, 365-367 user services, 370 E-commerce, 21, 23, 83,162-190,191-193, 238-239, A8-A17 application trends, 174-176 architect, 369 architecture, 165-167 business-to-business (B2B) E-commerce; see B2B E-commerce business-to-consumer (B2C) E-commerce; see B2C E-commerce car buying, 192 catch-up leader, 271 clicks and bricks, 189-190, 198 collaborative product development, 122 consumer-to-consumer (C2C) E-commerce, 164-165 E-business, 23-24, 83 electronic data interchange (EDI), 186-188 electronic payment processes; see Electronic payment processes E-commerce-Cont hacking, 314-315 lessons, 18-20 lessons from a leader, 162-163 marketplaces, 184-188, 196, A18-A32 portals, 184 processes; see E-commerce processes real world of information systems, 18-20 scope of, 164-166 small business, 197 spinoffs, 45 strategic IT, 52-54 strategy prototyping, 273 technologies, 165-166 travel, 73 trends, 174-176,248-250 website behavior, 304-305 website design, 310 website strategies, 307 Web stores; see Web stores E-commerce processes, 166-171 access control and security, 166 architecture, 166 collaboration and trading, 171 content and catalog management, 168-170 event notification, 171 profiling and personalizing, 167-168 search management, 168 workflow management, 169-170 Economic feasibility, 282 ED!, 186,268,463, A27 E-engineering,361 Effectiveness, 31, 359 strategic IT, 52 Efficiency, 31, 360 strategic IT, 52 EFT, 172 E-government, 164 EIPs; see Enterprise information portals (EIPs) EIS; see Executive information systems (EIS) Electronic audit trail, 346 Electronic breaking and entering, 318 Electronic business; See E-business Electronic commerce; reeE-commerce Electronic communication tools, 100 Electronic data interchange (EDI), 186,268, 463, A27 Electronic data processing, 20 Electronic funds transfer (EFT), 172 Electronic mail; see E-mail Electronic meeting systems, 102, 106 Electronic mouse, 408 Electronic payment processes, 171-173 electronic funds transfer (EFT), 172 micropayment systems, 172 secure electronic payments, 172-173 web payment processes, 171-173 Electronic scrip, 172 Electronic social fields, 98 Electronic spreadsheet, 437 E-mail, 435 flame mail, 325, 326 junk E-mail, 101,325 • 113 E-mail-Collt monitoring, 340 spamming, 101,325 Employee self-service, 147 Employers and employees, 326-328 computer monitoring, 326-327 individuality, 328 Internet, 349 managers; see Management salary adjustments, 268 unauthorized use of computers, 319-321 working conditions, 327 Employment, 326 Encapsulation, 483 Encrypted, 342 Encryption, 337 End user computing, 21 End user development, 289 End user involvement, 261-262, 361 End user resistance, 261-262 End users, 11 Engines inference, 232 workflow software engine, 169 Enterprise application integration (EAr), 131,159 Enterprise communication and collaboration systems, 22-23, 26, 82, 86, 96-113 calendaring, 107-109 chat systems, 105-107 collaboration, 98 collaborative work management tools, 107-113 data conferencing, 103 desktop conferencing, 103-104 discussion forums, 104-105 electronic communication tools, 100-102 electronic conferencing tools, 102-107 electronic meeting systems, 102, 106-108 electronic social fields, 98 E-mail, 100-101 enterprise collaboration system, 98 groupware, 98-100 Internet phone and fax, 101 knowledge management, 110-113 peer-to-peer collaboration, 96-98 project management, 109-110 scheduling, 107-109 social fields, 98 task management, 109 teams, 98 teleconferencing, 103-104 videoconferencing, 103-104 virtual teams, 98-99 voice conferencing, 103 web publishing, 101-102 whiteboarding, 103 workflow systems, 109-111 workgroups, 98 Enterprise information portals (EIPs), 83, 88-90,92,217-218 future of, 94-95 Enterprise knowledge portals, 218-219 Enterprise model, 488 114 • Subject Index Enterprise portals, 191-192,217-219, A13-A17 business case for, 243 information portals; see Enterprise information portals (EIPs) knowledge portals, 218-219 Enterprise resource planning (ERP), 29, 127 E-business applications, 127-129 Entities, 13, 469 Entity relationship diagrams, 489 Environment, 9, 457 E-organization, 362 Ergonomics, 328 E-tailing; see B2C E-commerce Ethical models, 330 Ethical philosophies, 330 Ethical principles, 331 Ethical responsibilities, 32 Ethical values, 330 Ethics, 32-33, 329-333 business ethics, 331-332 foundations, 330-331 guidelines, 332-333 Internet, 349 E-travel, 73 European Union, 374 Event-driven, 171 Event notification, 171 Exchange, 184 Executive information systems (EIS), 21, 26-27,215 E-business decision support, 215-216 Expert systems, 21, 27, 224, 230 Expert system shells, 232, 235 Explicit knowledge, 66 External databases, 474-475 Extranets, 22, 86, 94-95,118,121,507 Fail-over, 343 Fail-safe, 343 Fail-soft, 344 Faulttolerant, 135,343 FBI, 351 Feasibility study, 281 Feedback, Fiber channel, 420 Fiber optics, 516 Field, 468-469 Fifth discipline, 278 Fifth generation, 395 File, 469 File backup, 342 File management, 447 File retention, 342 File server, 506 Filter, 518 Financial analysis, industry, 155 Financial management systems, 151-152 capital budgeting, 152 cash management, 151 forecasting and planning, 152 online investment management, 152 Financial planning, 152 Fire walls, 334-337 Firmware, 418 First-generation languages, 452 Fixed-length, 469 Flame mail, 325, 326 Flaming, 326 Flatbed scanners, 411 Flattened, 203 Flexible manufacturing systems, 142 Floppy disks, 419 Forward engineering, 288 Fourth-generation languages, 432, 451, 453 Frame-based, 231 Frame relay, 524 Fraud, credit card, 319 Frequency division multiplexing, 519 Front end, 287 Front-end computers, 400 Front office, 130 Full text databases, 475 Functional business systems, 27, 137 Functional requirements, 283, 285 Fuzzy data, 224 Fuzzy logic, 224, 225 Gantt charts, 118-119 intranets, 349-350 General ledger, 150-151 General-purpose, 433 Genetic algorithm, 224, 227 Geoeconomic challenges, 373 Geographic databases, 210 Geographic information systems, 210 Gigabytes, 417 Gigaflops, 401 Gigahertz, 404 Global business drivers, 375 Global data access, 378 Global E-business technology management, 371-382,373 applications, 375-377 culture, 373-374 data access, 378-381 disaster recovery, 388 geoeconomic challenges, 373-374 Internet, 377-378, 380-381 IT, 377-378 outsourcing customer support, 389 politics, 373-374 strategies, 374-375 systems development, 381-382 Global knowledge management, 200-202 Global positioning system (GPS), 210 Goal-seeking analysis, 213 Governance structures, 361 Grandparent, 342 Graphical image file, 469 Graphical programming interfaces, 457 Graphical user interface, 407, 434, 446, 447 Graphics tablet, 409 Group decision support systems, 107 Group memory, 107 Group support systems, 106 Groupware, 99, 433, 442 Hacking, 314-315, 317-318 Handshaking, 522 Hard disk drives, 419 Hardware, 7, 392-421,425 computer generations, 394-395 computer processing speeds, 404 computer system concept, 403-404 computer terminals, 399 E-business systems implementation, 295-298 evaluation factors, 296 information appliances, 398-399 in-store Web kiosks, 427 mainframe computer systems, 400-402 microcomputer systems, 395-399 midrange computer systems, 399-400 network computers, 397-398 peripherals; see Peripherals supercomputers, 400-402 trends, 394-395 Hardware resources, 11-12 Health issues, 328-329 Help desk, 130 Hierarchical structure of databases, 482-483 High-level languages, 452 History file, 469 HTML,454 Hub, 519 Human factors engineering, 328 Human information processing, 224 Human resource information systems, 145-148 Internet, 146-147 intranets, 146-147 staffing, 147 training and development, 148 Human resources, 11-12 Hyperlinks,454 Hypermedia databases, 475, 477 Hypermedia databases on the Web, 477 Image processing, 421 Implementation of E-business strategy; see E-business strategy implementation Implementation of E-business systems; see E-business systems implementation Implementing data resource management, 477-479 Importance of information systems, Index, 488 Indexed sequential access method, 488 Individuality, 328 Industry financial analysis, 155 Inference engine, 232 Infomediaries, 184 Information, 13 Information appliances, 394, 398 Information centers, 365, 370 Information overload, 101,205 Information processing, 13, 14 Information products, 15 Information quality, 15-16 Information superhighway; see Internet Information system controls, 9, 344 Information system (IS) activities, 14-15 control, 14-15 data entry, 14 information products, 15 information quality, 15-16 Subject Index Information system (IS) activities-Cant input, 14 output, 14-15 processing, 14-15 source document, 14 storage, 14-15 user interface, 14 Information system model, 10 Information systems development, 276 Information systems development cycle, 278 Information systems (IS), 7, 98 accounting information systems; see Accounting information systems activities; see Information system (IS) activities adaptive systems, applications software, 12 batch processing, 26 business applications, 18-20 communications media, 14 components, 8-14, 38-39 computer peripherals, 12 computer systems, 12 concurrent application development process, 30 control, 9, 344 cross-functional information systems, 28 cybernetic control, data resources, 12-13 decision support systems (DSS), 21, 26-27 defined, developing business/IT solutions, 29-30 developing E-business systems; see E-business systems development development, 276, 278 E-business enterprises; see E-business E-business technology management, 359-361,364-370 electronic data processing (EDP), 20 end users, 11, 21 enterprise collaboration system, 98 enterprise control systems, 26 executive information systems (EIS); see Executive information systems (EIS) expert systems (ES), 21,27-28 feedback, financial management systems; see Financial management systems functional business systems, 27-28 geographic information systems, 210 hardware resources, 11-12 human resource information systems; see Human resource information systems input, interfaces, interorganizational information systems, 65 knowledge-based systems, 21, 224, 230 knowledge management systems, 27-28 knowledge workers, 11 machines, 11 management information systems (MIS); see Management information systems (MIS) management support systems, 26-27 manufacturing information systems; see Manufacturing information systems Information system (IS)-Cont marketing information systems; see Marketing information systems media, 11, 14 model, 10 network resources, 12-14 network support, 14 office automation systems, 26 open systems, operations management, 367 operations support systems, 26 output, people resources, 11-12 procedures, 12 process control systems, 26 processing, programs, 12 real-time processing, 26 recognizing, 15-17 services, 297 software resources, 12 specialists, 11 strategic information systems (SIS), 21, 27-28,46 subsystems, system software, 12 transaction processing systems, 26 trends in, 20-22 types, 25-28 Information technologies (IT), architecture, 254 careers, 33-34 developing solutions, 29-30 E-business technology management; see E-business technoJogy management global E-business technology management,377-378 intranets, 90-91 leveraging investment in, 49 management, 30-34 strategic IT; see Strategic IT successes and failures, 30-32,42 top jobs, 369 Information versus data, 13 Inheritance, 483 Inkjet printers, 414 Input, 8,14,289 Input technologies, 407-413, 425-426 optical scanning, 411 pen-based computing, 409 pointing devices, 407-409 speech recognition systems, 410-411 Insider security threats, 351 Instant messaging, 106 Intangible benefits, 283 Intangible costs, 283 Integrated packages, 434 Integrators, systems, 297, 365 Intellectual property, 321-322 Intelligent agents, 224, 229, 433 natural language agents, 245 web price comparison agents, 239 Intelligent terminals, 399 Interactive marketing, 139-140 Interenterprise information systems, 48 Interenterprise networks, 511 • 115 Interfaces, 9, 14, 284, 446 graphical programming interfaces, 457 graphical user interface, 407, 434, 446, 447 network interface card, 506 Internal business, 83 Internet, 38, 121,503 see also E-business; E-commerce accounting systems online, 149 banking online, 528-529 behavioral aspects, 304-305 browsers, 435,505 chatroOlTIS,105,503,504 communities online, 120 cookie files, 181 crime, 317 customer care, 80-82 design, 310 E-business enterprises, 83-86 electronic payment processes, 171-172, 171-173 E-mail; See E-mail employers and employees, 349 ethics, 349 executives, top sites for, 385 global E-business technology managelTIent,377-378, 380-381 hacking, 314-315, 317-318 human resource information systems, 146-147 hypermedia databases on the Web, 477 implementation of system changes, 293-294 in-store Web kiosks, 427 intelligent web price comparison agents, 239 investors, 385 job searches, 154-155 mainframes, 428 marketing, 40 personal Web pages, 306 privacy, 324-325, 349 publishing, 87,455 research, 38 reviews of sites, 238-239 shopping, tracking, 385-386 site maintenance, 305-306 software services, 430-431 stores; see Web stores strategies, 307 telecommunications, 503-504, 528-529 telecommunications networks, 523 trading online, 528 transaction processing systems, 134 user numbers, 386 value chain, 51 visitor tracking, 119 voice recognition systems, 426 Web stores; See Web stores wireless technologies, 517-518 Internet networking technologies, 500 Internet service providers (ISPs), 503 Internet terminals, 399 Internetworked E-business defenses, 337-341 Internetworked E-business enterprises, 80 116 • Subject Index Internetwork processors, 519 Interoperability,501 Interorganizational information systems, 65 Interpreters, 452, 456 Interrelationships, 278 Intranets, 22, 86~88, 118, 121,506 architecture, 91 business operations and management, 87-88 business value of, 91-93 communication and collaboration, 86 E-business enterprises, 86-88 enterprise information portals (EIPs); see Enterprise information portals (EIPs) future of, 94-95 Gantt charts, 349-350 human resource information systems, 146-147 measuring costs and benefits, 93 publication cost savings, 92 technology resources, 90-91 training and development cost savings, 93 web publishing, 87 Inventory control, 149-150 Inventory file, 469 Inventory systems, just-in-time, 74 IS; see Information systems (IS) IT; see Information techno]ogies (IT) Java, 455 Job searches, 154-155 Joint application design GAD), 288 Junk E-mail, 101,325 Just-in-time GIT) inventory systems, 74 Key field, 487 Keys, 487 Key transformation, 488 Kilobytes, 417 Knowledge base, 111, 218 Knowledge-based information systems, 21, 224,230 Knowledge-creating companies, 66 Knowledge engineer, 235 Knowledge management, 67,110 E-business decision support, 200-202 implementation strategies, 262 Knowledge management systems, 27, 67, 111,218 Knowledge repository, 111 Knowledge workers, 11 Language processors, 456 Languages programming languages; see Programming languages query language, 451, 472 virtual reality modeling language, 229 wireless markup language, 518 Language translator, 456 LANs, 506 wireless, 498-499 Laptops, 396 Laser printers, 415 Laws computer crimes; see Computer crime intellectual property, 321-322 privacy, 325 Learning curve, 302 Learning loops, 67 Learning organizations, 66 knowledge management; see Knowledge management Learning systems, adaptive, 67, 224 Legacy-free PCs, 397 Legacy systems, 127, 509 Level of management decision making, 203 Leveraging investments in information technology, 49 Libel, 325-326 Links, 454 Linux, 449 Liquid crysta] displays, 414 Local area networks (LANs), 506 wireless, 498 499 Locking in customers and suppliers, 48 Logical, 468 Logica] views, 490 Machine control, 144 Machine languages, 452 Machines, 11 Mac as x, 450 Macroinstructions, 452 Magnetic disk storage, 419-420 Magnetic ink character recognition, 413 Magnetic stripe, 412 Magnetic tape, 420 Mainframes, 394,400,428 Main microprocessor, 403 Maintenance ofE-business systems, 302-303 Management E-business decision support, 203-204 E-business technology, 358-359 executive information systems (EIS); see Executive information systems (EIS) global e-business management, 371-372 information technologies (IT), 30-34 managerial and end user involvement, 261-262, 361 metrics, 356~358 personnel management, 146 salary adjustments, 268 support systems, 26 \Veb stores, 182-183 Management information systems (MIS), 20-21,26-27,204 E-business decision support, 204-206 reports, 205-206 Management support systems, 26 Managerial pyramid, 203 Managing change, 258-266, 272 Managing data resources; see Data resource management Managing E-business technology; see Ebusiness technology management Manufacturing execution systems, 144 Manufacturing information systems, 141-145 computer -integrated manufacturing (CIM), 142~144 machine control, 144-145 process control, 144 real-time manufacturing, 138 robotics, 145 Manufacturing resource planning, 142 Many-to-many relationships, 483 Marketing, Web, 40 Marketing information systems, 139-141 interactive marketing, 139-140 sales force automation, 141 targeted marketing, 140-141 Marketing one-to-one, 167, 179 Market maker, 184 Market penetration, 53 Mass customization, 63, 168 Mass storage, 421 Master file, 469 Material requirements planning, 142 Media, 11 Medium, 504 Medium-band, 524 Meeting systems, electronic, 102, 106 Megabytes, 417 Megahertz, 404 Melissa virus, 323 Memory, 404 semiconductor memory, 418 419 virtual memory, 447 Memory-caches, 403 404 Menu-driven, 446 Mesh, 521 Metadata,472 Metrics, 356-358 Metropolitan area networks, 506 Microcomputers, 394, 395 Micropayment, 172 Microseconds, 404 Microwave, terrestrial, 516 Microworld exercises, 251 Middleware, 131,450,501,520 Midrange computers, 394, 399 Million instructions per second, 404 Milliseconds, 404 Minicomputers, 400 Minisupercomputers, 402 Mnemonics, 452 Model bases, 209 Modems, 518 Modulation, 518 Monitors, video, 414 Motor vehicle buying, 192 Mouse, 408 Multidimensional database structure, 483-484 Multimedia software technologies, 440 441 Multinational development team, 381 Multiplexer, 519 Multiprogramming, 447 Multitasking, 447 Mutation, 227 Nanosecond, 404 Narrow-band, 524 Subject Index Natural language intelligent agents, 245 Natural languages, 224, 432, 453, 473 Natural user interface, 407 NetPCs, 397 Network architecture, 522 Network-centric, 509 Network computers (NCs), 397, 509 Network computing, 509 Network interface card, 506 Network management, 450, 520 Network operating systems, 450,505,506 Network resources, 14 Networks, Networks, telecommunications; see Telecommunications networks Networks, virtual private, 186,507 Network security; see Security Network servers, 397,400,444-445, 506, 508 Network sniffers, 172 Network structure, 64, 483 Network terminals, 399 Network versus desktop computing, 406 Neural network, 224 Neurons, 224 Newsgroups, 104, 118,503 Nonprocedural languages, 453 Numerical control, 144 Object-based, 231 Object-oriented, 483 Object-oriented database management systerns, 483 Object-oriented programming, 454 Objects, 454, 469 Office automation systems, 26,107 Offline, 407 One-to-many relationship, 482 One-to-one marketing, 167, 179 Online accounting systems, 149 Online analytical processing (OLAF), 206-208,244,483 Online banking, 76, 528-529 Online communities, 120 Online customer care, 80-82 Online job searches, 154-155 Online software services, 430-431 Online trading websites, 528 Online transaction processing systems, 134 On-the-fly, 456 Open-source software, 449 Open system, 9, 500 Operating systems, 446-450 file management, 447 Linux, 449 Mac OS X, 450 network operating systems, 450,505,506 popular operating systems, 448-450 resource management, 447 task management, 447-448 UNIX, 449 user interface, 446-447 Operational databases, 474 Operational feasibility, 282 Operational planning, 250 Operations support systems, 26 Optical character recognition, 411 Optical disks, 420 Optical disk storage, 420-421 Optical routers, 516 Optical scanning, 411 Optimization analysis, 213 Order processing, 149-150 Organizational analysis, 283 Organizational attributes in E-business technology management, 361-363 Organizational feasibility, 282 Organizational memory, 111 Organizational planning, 250 Organizational redesign, 60 Organization of data, 16 OSI model in telecommunications networks, 523 OS X, 450 Output, 8,15,289 Output, video, 413-414 Output technologies, 413-415, 425 Outsourcing, 365 customer support, 389 firewalls,334-336 Packet switching, 524 Page composition, 437 Page makeup, 437 Pager systems, cellular and PCS, 517 Parallel, 302 Parallel development, 382 Parallel processing, 401 Parent, 342,483 Passive, 472 Password, 342 Payment, electronic; see Electronic payment processes Payroll, 150-151 Payroll file, 469 PCS telephone and pager systems, 517 Peers, 510 Peer-to-peer, 510 Peer-to-peer collaboration, 96-98 Peer-to-peer networks, 322 telecommunications networks, 510-511 Pen-based computing, 409 People management, 146 People resources, 11-12 Performance monitors, 451 Peripherals, 12,405-421,407 input technologies, 407-413, 425-426 input technology trends, 407 magnetic disk storage, 419-420 magnetic tape storage, 420 optical disk storage, 420-421 optical scanning, 411-412 output technologies, 413-415, 425 pen-based computing, 409 pointing devices, 407-409 printed output, 414-415 semiconductor memory, 418-419 speech recognition systems, 410-411 storage, 415-418 video output, 413-414 • 117 Personal computers (PCs), 395 Personal digital assistant (PDAs), 394, 398 Personal information manager, 441 Personalizing e-commerce, 167-168 Personnel management, 146 Petabyte, 417 Phased basis, 302 Photons, 516 Physical design, 489 Physical view, 490 Picosecond, 404 Pilot conversion, 302 Piracy, 321-322 Plan, 250 Planning, E-business; see E-business planning Planning for competitive advantage, 252 Pointer fields, 487 Pointing devices, 407 Pointing stick, 408 Political challenge, 373 Politics in global E-business technology management, 373-374 Portals E-commerce, 184 enterprise portals; see Enterprise portals Ports, 519 Postimplementation review, 303 Practice managers, 369 Presentation graphics, 440 Primary, 487 Primary storage unit, 404 Printed output, 414-415 Printers inkjet, 414 laser, 415 Privacy, 323-326, 353 censorship, 325-326 computer matching, 325 computer profiling, 325 Internet, 324-325, 349 laws, 325 libel, 325-326 Privacy laws, 325 Private key, 337 Procedural languages, 432 Procedures, 12 Process control, 144, 368 Process control systems, 26 Processes, 278 Process improvement, 60 Processing, 8,14,289 Processing speeds, 404 Process reengineering (BPR), 59-62 Process teams, 60, 98 Product configuration, 168 Product development, collaborative, 122 Production databases, 474 Production/operations, 141 Productivity packages, 433 Product transformation, 53 Professional workstations, 396 Profiling, 167-168,325 Programmers, 452 Programming editors, 457 118 • Subject Index Programming languages, 224, 451-456 assembler languages, 452 fourth-generation languages, 453 high-level languages, 452-453 HTML,454-456 Java, 454-456 machine languages, 452 object-oriented languages, 454 virtual reality modeling language, 229 ~L,454-456,463 Programming language translators, 456 Programming software, 456-457 Programming tools, 456 Programs, 12 end users; see Software for end users systems; see System software Project management, 109-11 Project team, 98 Project tracking, 350 data resource management, 493 Protocols, 519, 522 Prototypes, 29, 280 Prototyping, 280, 286 Proxy, 518 Public domain software, 321 Public key, 337 Pure, 510 Pushed, 206 Pushing, 101 Quality control, 61 E-business systems development, 276-278 information quality, 15-16 six sigma, 62-63 strategic IT, 61-62 total quality management (TQM), 61, 142 working conditions, 327 Query language, 451, 472 RAlD,420 Random access, 417 Rapid application design, 280 Reader-sorters, 413 Real-time, 26 Real-time manufacturing, 138 Real-time processing, 135 Receiver, 504 Record, 469 Reengineering business processes, 59-62 Registers, 403, 404 Relational database structure, 483 Relational model, 483 Relations, 483 Report generator, 472 Reports E-business systems, 306 management information systems (MIS), 205-206 Repository, 256, 287 Research, 38 Resource management, 447 Resources data resources, 12-13 hardware resources, 11-12 Resources-Cont people resources, 11-12 software resources, 12 Responsible end user, 32, 332 Reverse engineering, 288 Right to privacy, 324 Ring, 521 Robotics, 145 Root, 482 Routers, 337, 519 optical routers, 516 Rule-based, 231 Salaries, 268 Sales force automation, 139, 141 Satellites, communications, 516 Scanners, flatbed, 411 Scenario approach, 251 Scheduling, 107-109 Schemas and subschemas, 489 SCM; See Supply chain management (SCM) Scoring, 296 Search management in e-commerce, 168 Secondary storage, 404 Second-generation languages, 452 Secure electronic payments, 172-173 Security, 334-346, 351-352 audits, 345-346 backup files, 342 biometric security, 342-343 computer failure controls, 342-343 denial of service (DOS), 338-339 disaster recovery, 344 e-commerce processes, 166 E-mail monitoring, 340 encryption, 337-338 fault tolerance, 343-344 fire walls, 337-338 information system controls, 344-345 insider security threats, 351 Intel, 336-337 internetworked E-business defenses, 337-341 managernent, 336 monitors, 451 security codes, 342 security management, 336-337 security monitors, 342 suites, 341 virus defenses, 340-341 Selection, 227 Semantics, 453 Semiconductor memory, 418 Semistructured,204 Sensitivity analysis, 212 Sequential access, 417, 487 Sequential organization, 487 Server compute farms, 393 Server farms, 449 Servers, 397,400,444-445,506,508 Set-top boxes, 398 Shareware, 321, 323,449 Shell, 235 Shopping cart, 171 Site licenses, 321 Six sigma, 62-63 Slide shows, 440 Small business bricks and clicks, 3-6 E-commerce, 197 Smart cards, 342,412 Sniffers, 319 Social contract theory, 332 Social fields, 98 Societal solutions to E-business issues, 329 Software, system generally; see System software operating systems; see Operating systems Software for end users, 7,429-443,460 collaboration software, 99, 442 database management, 439 desktop publishing (DTP), 437 E-business systems implementation, 295-297 electronic spreadsheets, 437-439 E-mail, 435-437 evaluation factors, 296 general-purpose application programs, 433 groupware, 442-443 integrated packages, 434-435 multimedia software technologies, 440-441 online software services, 430-431 personal information managers (PIM), 441-442 presentation graphics, 440-441 suites, 434-435 trends, 430-433 web browsers, 435-436 word processing, 436-438 Software interface, 444 Software piracy, 321 Software resources, 12 Software robots, 230 Software suites, 432, 434 Software surrogate, 229 Software trends, 432 Source document, 14,407 Spam,325 Spamming, 101,325 Speaker-independent, 411 Speech recognition, 410 Spinoffs, 45 Spreadsheets, electronic, 437 Staffing in human resource information systerns, 147 Stakeholder theory, 332 Standardize, 481 Star, 521 Statements, 452 Statistical, 475 Statistical time division multiplexer, 519 Stockholder theory, 332 Storage, 15,290,415-418 archival storage, 469 database management challenges, 480-481 direct and sequential access, 417-418 fundamentals, 416-417 magnetic disk storage, 419-420 mass storage, 421 Subject Index Storage-Cant optical disk storage, 420-421 secondary storage, 404 Storage area networks, 420 Strategic information systems, 21, 27-28, 46 Strategic IT, 44 70, 73-74 adaptive learning systems, 67-68 agile company, 63-64 agility, 63 alliance strategy, 46-48 barriers to entry, 49 business improvement, 60 business process reengineering (EPR), 59-62 competitive strategies, 46-50 concepts, 46-48 cost leadership strategy, 46-48 costs and efficiency improvements, 52 customer-focused e-business, 57, 73 customer value, 57 differentiation strategy, 46-48 e-business, 52-54, 57-59 e-commerce, 52-54 explicit knowledge, 66 global market penetration, 52 growth strategy, 46-48 innovation strategy, 46-48 interorganizational information systems, 65 knowledge-creating companies, 66-68 knowledge management, 67 knowledge management systems, 67-68 learning loops, 67-68 learning organizations, 66-68 leverage investment in information technology, 49 locking in customers and suppliers, 48 network structure, 64, 66 organizational redesign, 60 performance improvement in business effectiveness, 52 process teams, 60 product and service transformation, 53 quality, 61-62 reengineering business processes, 59-62 six sigma quality initiative, 62-63 sustaining strategic success, 69-70 switching costs, 49 total quality management (TQM), 61-62 value chain, 49-51 virtual companies, 64 67 Strategic opportunities matrix, 252 Strategic planning, 250 Strategic visioning, 250 Strategies, global E-business technology management, 374 375 Strategy implementation, E-business; see Ebusiness strategy implementation Structured, 204 Subject area databases, 474 Subsidiaries, 365 Subsystem, Supercomputers, 401 Superservers, 400 Supply chain, 132 Supply chain management (SCM), 127, 132 E-business applications, 158 E-business functional systems, 138 wireless supply chain networks, 533 Surf, 503 Switch, 519, 521 Switching costs, 49 Switching in telecommunications networks, 524 525 SWOT analysis, 253 Syntax, 453 System, 8, 278, 403 Systemic view, 278 System performance monitors, 368 System programmers, 452 System repository, 256, 287 Systems analysis, 283, 286 Systems approach, 276, 278 Systems context, 278 Systems design, 286 Systems development life cycle, 278 System security monitors, 342 Systems integrators, 297, 365 Systems investigation stage, 281 Systems maintenance, 302 System software, 7, 12,430,444-457,460 application servers, 444 445 computer-aided software engineering, 287,457 database management systems, 450-451, 471-474 E-business systems implementation, 295-297 evaluation factors, 296 network management programs, 450 operating systems; see Operating systems programming languages; see Programming languages programming software, 456-457 system development programs, 446 system management programs, 444 telecommunications, 520 System specifications, 287 Systems thinking, 278 System testing, 299 Table, 469, 483 Tactical planning, 250 Tangible benefits, 283 Targeted marketing, 140 Task management, 447 enterprise communication and collaboration systems, 109 TCP/IP, 523 Teams, 98 change teams, 264 multinational development team, 381 process teams, 60, 98 technical team leaders, 369 virtual teams, 23, 98, 442 Technical feasibility, 282 Technical team leaders, 369 Technology management, E-businesses; see E-business technology management • 119 Telecommunications, 498-525,500, 528-530 banking online, 528-529 broadband, 513-514 business value, 502-503 channels, 505 coaxial cable, 515-516 control software, 505 fiber optics, 516 Internet, 503-504, 528 internetworking an enterprise, 498-499 media, 515-516 monitor, 450,505,520 networks; seeTelecommunications networks processors, 505, 518-520 software, 520 trends, 500-502 twisted-pair wire, 515 wireless LANs, 498-499 wireless technologies; see Wireless technologies Telecommunications networks, 504 512, 529-530 architectures, 522-523 bandwidth, 523-524 client/server networks, 508-509 extranets, 506-508 interenterprise networks, 511-512 Internet, 523 intranets, 506-508 local area networks (LANs), 506-507 model, 504 505 network computing, 509-510 OSI model, 523 peer-to-peer networks, 510-511 protocols, 522-523 switching, 524 525 TCP/IP,523 topologies, 521-522 types, 505-512 virtual private networks, 186,507,532 wide area networks, 506 wireless supply chain networks, 533 Teleconferencing, 103 Telephones, cellular and PCS, 517 Telepresence, 228, 229 Teleprocessing, 520 Templates, 440 Terabytes, 417 Teraflop, 404 Terminals, 399, 504 Terrestrial microwave, 516 Testing e-business systems, 299-300 Text data, 436 Theft, 318-319 Thin clients, 509, 517 Third-generation languages, 452 Third generation wireless technologies, 517 Threaded discussions, 105 Three-tier, 510 Time and resource theft, 319 Time division multiplexing, 519 Time management, 107 Timesharing, 447 Topologies, 521 120 • Subject Index Total quality management (TQM), 61, 142 Touchpad, 408 Touch screens, 409 TQM, 61,142 Trackball, 408 Trackpoint, 408 Trading, e-commerce, 171 Training and development, 300 centers, 367 data resource management, 493 e-business systems implementation, 300-301 human resource information systems, 148 intranets, 93 software, 460 Transaction databases, 474 Transaction file, 469 Transaction processing cycle, 135 Transaction processing systems, 26, 134 Transactions, 134 Transaction terminals, 399 Transborder data flows, 379 Transnational strategies, 374 Tree, 521 Troubleshooting, 303 Twisted-pair wire, 515 Two-tier, 508 Types of databases, 474-475 Unauthorized use of computers, 319 Universal client, 435 UNIX, 449 Unstructured decision making, 204 User interfaces, 14, 284, 446 graphical user interface, 407, 434, 446, 447 User services, 370 Utilities, 451 Value-added carriers, 524 Value chain, 49-51 Variable-length, 469 Version control, 112 Very thin clients, 517 Videoconferencing, 103 Video monitors, 414 Video output, 413-414 Virtual communities, 104, 141 Virtual companies, 64-67 Virtual discussion groups, 105 Virtual machines, 448 Virtual manufacturing company, 65 Virtual memory, 447 Virtual office, 101 Virtual organizations, 64 Virtual private networks, 186, 507, 532 Virtllal reality, 224, 228 Virtual reality modeling language, 229 Virtual teams, 23, 98, 442 Virtual world exercises, 251 Viruses, 322-323 defenses, 340-341 Visioning in E-business planning, 250-251 Visual programming, 454 Voice conferencing, 103 Voice-messaging computers, 411 Voice recognition systems, 426 Voice response, 413 Volatility, 418 Walkers, 228 Wands, 411 Web, 38, 121,503 see also E-business; E-commerce accounting systems online, 149 banking online, 528-529 behavioral aspects, 304-305 browsers, 435,505 chat rooms, 105,503,504 communities online, 120 crime, 317 customer care, 80-82 E-business enterprises, 83-86 electronic payment processes, 171-172, 171-173 E-mail; See E-mail employers and employees, 349 ethics, 349 executives, top sites for, 385 global E-business technology management, 377-378, 380-381 hacking, 314-315, 317-318 human resource information systems, 146-147 hypermedia databases on the Web, 477 implementation of system changes, 293-294 in-store Web kiosks, 427 intelligent web price comparison agents, 239 investors, 385 job searches, 154-155 mainframes, 428 personal Web pages, 306 privacy, 324-325, 349 research, 38 reviews of sites, 238-239 shopping, tracking, 385-386 Web-Cont site maintenance, 305-306 software services, 430-431 strategies, 307 telecommunications, 503-504, 528-529 telecommunications networks, 523 trading online, 528 transaction processing systems, 134 user numbers, 386 value chain, 51 visitor tracking, 119 voice recognition systems, 426 wireless technologies, 517-518 Web cookie files, 181 Web design, 310 Web marketing, 40 Web publishing, 87, 455 Websheet,437 Web stores, 179-183 see also E-commerce developing, 180 managing, 182-183 serving your customers, 181-182 Wbat-if analysis, 212 Wbat-if questions, 439 Wbiteboarding, 103 Wide area networks (WANs), 506 WIndows 2000, 448, 462 WIndows NT, 448 Windows terminals, 399 Wireless application protocol, 517 WIreless LANs, 498-499 WIreless markup language, 518 Wireless technologies, 516-518 cellular and PCS telephone and pager systerns, 517 communications satellites, 516-517 mobile wireless, 531 supply chain networks, 533 terrestrial microwave, 516 Web, 517-518 WIzards, 433 Word processing, 436 Workbench, 457 Workflow E-commerce processes, 169-170 enterprise communication and collaboration systems, 109-111 Workflow software engine, 169 Workgroup, 98 Workstation computers, 396 Worms, 322,421 XML, 455, 463 ... James A Management information systems : managing information technology in the e-business enterprise / James A 0'Brien.-5th ed p cm Rev Ed of: Management information systems: managing information. .. area known as Information Systems (IS), Management Information Systems (MIS), or Computer Information Systems (CIS) as a major functional area of business that is as important to management education... ControlofSystemPeiformance 15 Recognizing Information Systems 15 Analyzing Kepler's Information Systems 16 Why Information SystemsAre Important The Real World of Information Systems Section II: Foundation Concepts: