Table of Contents Foreword... ix Preface... xi Acknowledgment... xvii Section I: ICT Strategy in Changing Business Environments Chapter I Review of Current ICT Developments... 1 Introduction... 1 Flexibility of Informaion Systems & IT Infrastructure... 14 Outsourcing... 14 Security and Storage... 15 The Security Balancing Act... 15 Government Regulations... 16 Complex Telecommunications... 16 Junk E-Mail: SPAM... 17 Linking the Business with ICT... 17 IT Risks and the Business... 18 Future Trends and Conclusion... 18 References... 19
Chapter II Linking Information to Business Strategies and Decision-Making... 22 Introduction... 22 Qualities of Good Information... 23 System Acceptability... 27 Linking Information Systems to Effective Decision-Making... 30 The Feasibility Study... 31 The Information Economic Method... 32 Investment Evaluation: Why is it Critical?... 32 Cost Benefit Analysis... 34 Current Business Situation... 35 Business Strategy and Communication... 43 The Practicalities of Purchasing Software... 48 Many SME Have Problems Integrating ICT... 49 Future Trends and Conclusion... 52 References... 53 Chapter III Developing and Implementing an ICT Strategy... 56 Introduction... 56 Creation of IT Awareness... 57 Strategic Information Systems Planning... 61 Information Systems Strategy... 63 Developing an ICT Strategy... 65 Future Trends and Conclusion... 65 References... 67 Chapter IV Strategic Alliance Through the Use of ICT... 69 Introduction... 69 Why Strategic Alliances?... 73 Future Trends and Conclusion... 76 References... 77 Chapter V Planning and Managing ICT Change... 79 Introduction... 79 Questionnaires and Workshops... 81 Future Trends and Conclusion... 94 References... 94.
Section II: Techniques for Effective ICT Development Chapter VI Identifying Opportunities for Using ICT... 97 Introduction... 97 Environmental Scanning... 100 Information Quality Workshop... 101 Identifying Opportunities... 105 Investment Evaluation: Why is it Complex?... 107 Future Trends and Conclusion... 107 References... 107 Chapter VII Introduction to Current Techniques for Effective ICT Development... 109 Introduction... 109 Rapid Application Development (RAD)...115 Lean Software Development...116 Undertaking Information Requirement Analysis and Process Mapping...118 Business Process Reengineering... 124 Service Oriented Architecture... 127 Future Trends and Conclusion... 129 References... 130 Chapter VIII System Development and Project Management... 132 Introduction... 132 The System Development Life Cycle... 133 ICT Project Management... 137 Project Failures... 141 Other Approaches to I.S. Development... 141 System Methodologies... 143 Future Trends and Conclusion... 146 References... 146 Chapter IX Critical Success Factors for ICT Development... 148 Introduction... 148 Problems in ICT Planning... 149 This is a Key Element in ICT Planning: Think Ahead... 150 Will the System Produce the Desired Results Under Known Conditions?... 152 Future Trends and Conclusion... 154 References... 155
Chapter X Impediments to the Successful Implementation of ICT... 157 Introduction... 158 Requirements... 159 Impediments in Information Systems Development... 161 Changeover... 166 Impediments to ICT Implementation: Problems and Solutions - A Case of ERP and ERPII... 169 Future Trends and Conclusion... 172 References... 173 Chapter XI Learning from Failures... 176 Strategic Failures... 176 Operational Failures... 182 E-Government... 185 Learning by Examples... 186 Training and Education... 192 Why do ICT Projects go Wrong?... 197 Critical Failure Factors... 200 What Could be Done to Prevent Failure?... 202 Future Trends and Conclusion... 205 References... 205 Section III: ICT Challenges for the Future Chapter XII Drivers and Barriers for ICT Development... 208 Context of ICT Development... 208 Drivers and Barriers of ICT Development... 209 Future Trends and Conclusion... 217 References... 218 Chapter XIII Current Developments and Diffusions in ICT: ERP, SCM, CRM... 222 ICT Developments and Diffusions Defined... 222 Enterprise Resource Planning (ERP)... 223 ERPII... 240 Supply Chain Management (SCM)... 245 Customer Relations Management (CRM)... 258 Future Trends and Conclusion... 262 References... 262
Chapter XIV E-Technology: E-Business, Intranet, Extranet, Internet... 266 E-Technology Defined... 267 What is E-Business?... 267 Business-to-Business (B2B)... 273 E-Procurement... 277 Business-to-Consumer (B2C)... 278 Leading E-Business Software Vendors... 281 Emerging/Future Trends and Conclusion... 282 References... 283 Chapter XV Knowledge Management... 285 Knowledge Management (KM) Defined... 285 Knowledge Classification... 286 Benefits of KM... 287 Knowledge Management Models... 288 The Challenges of KM... 291 Who Should Lead KM Efforts in an Organization?... 292 Technologies to Support KM... 293 10 Principles of KM by Thomas Davenport... 293 Leading KM Software Vendors... 293 Future Trends and Conclusion... 293 References... 294 Chapter XVI Security and Risk Management... 297 Security and Risk Management Defined... 297 Prediction and Impact... 298 Potential Solutions to Improve Security and Reduce Risk in E-Business... 299 Future Trends and Conclusion... 302 References... 303 Selected Readings Chapter XVII Improving IT-Enabled Sense and Respond Capabilities: An Application of Business Activity Monitoring at Southern International Airlines... 305 Richard Welke, Georgia State University, USA Gabriel Cavalheiro, Ernst & Young, NL Ajantha Dahanayake, Georgia College & State University, USA
Chapter XVIII Competing in the Age of Information Technology in a Developing Economy: Experiences of an Indian Bank... 326 Amit Sachan, Management Development Institute, India Anwar Ali, Institute of Management Technology, India Chapter XIX Developing a Telecommunication Operation Support Systems (OSS): The Impact of a Change in Network Technology... 351 James G. Williams, University of Pittsburgh, USA Kai A. Olsen, Molde College and University of Bergen, Norway Chapter XX Nazar Foods Company: Business Process Redesign Under Supply Chain Management Context... 376 Vichuda Nui Polatoglu, Anadolu University, Turkey Chapter XXI The Expansion Plan of TeleDoc: What and How Much of the Technology Employed is to Change?... 393 Tapati Bandopadhyay, ICFAI Business School, India Naresh Singh, ICFAI Business School, India Chapter XXII Process-Aware E-Government Services Management: Reconciling Citizen Business, and Technology Dynamics... 406 A. Taleb-Bendiab, Liverpool John Moores University, UK K. Liu, University of Reading, UK P. Miseldine, University of Reading, UK S. Furlong, University of Reading, UK W. Rong, Liverpool John Moores University, UK About the Authors... 417 Index... 420