Ivey Publishing

Information Systems Today: Why IS Matters

Jessup, L., Valacich, J., Wade, M.,2/e (Canada, Pearson Education, 2008)
Prepared By Dan Woodward, Professor
Chapter and Title Chapter Matches: Case Information
Chapter 1:
Why Information Systems Matter

SWIMMING IN THE VIRTUAL COMMUNITY POOL WITH PLENTYOFFISH
Michael Parent, Wilfred Cheung, Chris Ellison, Prarthana Kumar, Jeremy Kyle, Stacey Morrison

Product Number: 9B08M015
Publication Date: 3/6/2008
Revision Date: 11/17/2014
Length: 9 pages

PlentyofFish.com is the world's most profitable website on a per capita basis, the 96th most popular website in terms of page views, and the most popular online dating site in existence. Remarkably, it is managed by its owner and founder and only one other employee. It is a free dating site that generates $10 million in ad revenues per year, and a profit to the owner in excess of $9 million. The case describes PlentyofFish.com's stellar growth in the face of stringent competition, and asks students to consider whether it is sustainable. A number of possible alternatives are offered for analysis.

Teaching Note: 8B08M15 (7 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Strategic Planning; Staffing; Decision Making; Sustainability; Growth
Difficulty: 4 - Undergraduate/MBA



GLOBALIZATION OF WYETH
Munir Mandviwalla, Jonathan Palmer

Product Number: 9B08M017
Publication Date: 5/6/2008
Length: 19 pages

During the last decade, Wyeth transformed itself from a holding company to a global company using information technology (IT) as an important enabler. The first half of the case details the importance of global integration and how globalization was initiated at Wyeth. The original role of IT is introduced along with the challenges and barriers of starting a globalization strategy. This is followed by a discussion of how the role of IT started changing at Wyeth. An ambitious IT globalization plan is outlined. The second half of the case details the implementation of the IT globalization plan. The implementation started slowly, faced many challenges, and took longer than expected. The original plan was modified several times to address funding and management challenges. The case ends by discussing how Wyeth was able to complete the IT globalization plan. The case is anchored in the United States but considers global issues. The case includes issues and concepts that make it suitable for teaching management information systems, international business and strategy.

Teaching Note: 8B08M17 (6 pages)
Industry: Manufacturing
Issues: Globalization; Process Design/Change; Information Technology; Strategy Implementation; Management Science and Info. Systems
Difficulty: 5 - MBA/Postgraduate



STARS AIR AMBULANCE: AN INFORMATION SYSTEMS CHALLENGE
Malcolm Munro, Sid L. Huff

Product Number: 9B08E004
Publication Date: 2/26/2008
Length: 12 pages

Shock Trauma Air Rescue Society (STARS) in Calgary, Canada, provides a safe, rapid, highly specialized, emergency medical transport system for the critically ill and injured by dispatching helicopters and air medical crew at anytime. STARS operates a sophisticated communication system that links together hospitals, ground ambulance services, police, firefighters, search and rescue organizations, and park wardens. The recently appointed chief information officer (CIO) expected to inherit a sound information systems (IS) operation but soon discovered a number of problems that seriously impeded his ability to manage progress. These included a poorly organized department, excessive and undisciplined use of consultants, inadequate project management, independent IS operations and IS staff in other departments, other managers possibly resistant to change, and an IS department with no clearly organized role or mission. The basic issue in this case concerns what action the new CIO must undertake to ensure that the IS department can fully support the organization's mission.

Teaching Note: 8B08E04 (9 pages)
Industry: Health Care Services
Issues: Management of Technology; Management of Change; Corporate Culture; Management Information Systems
Difficulty: 4 - Undergraduate/MBA



WATERLOO REGIONAL POLICE SERVICES: REASSESSING THE CIMS PROJECT
Deborah Compeau, Jane Gravill

Product Number: 9B07E010
Publication Date: 4/12/2007
Length: 10 pages

It had been four years since the chief of the Waterloo Regional Police Services (WRPS) met with the board to discuss critical next steps regarding vendor management for the Common Information Management System (CIMS) project. CIMS was an information systems project originally involving the WRPS and seven other police organizations. Since then, considerably more resources had been invested into the CIMS project by all stakeholders involved. The relationship with the current vendor, ITG, was growing less productive and the chief knew it was time to reassess the project to determine the best next steps toward successful project implementation. It was September 2005 and the chief found himself preparing for an important board meeting to discuss the fate of the CIMS project.

Teaching Note: 8B07E10 (7 pages)
Industry: Public Administration
Issues: Information Systems; Relationship Management; Management of Technology; Project Management
Difficulty: 4 - Undergraduate/MBA


Chapter 2:
Information Systems for Competitive Advantage

EPOST: EVOLVING AN ONLINE BUSINESS
Deborah Compeau, Jane Gravill

Product Number: 9B07E001
Publication Date: 2/26/2007
Length: 15 pages

The chief executive officer (CEO) of epost is preparing for a meeting with his successor. Epost, a division of Canada Post, is in a transition and many decisions will need to be made by the successor. With the introduction of the Internet, people are using regular postal services less frequently. Epost was created to generate revenue and to provide customers the ease of paying bills electronically. In 2004, epost acquired its competitor, Webdoxs. Implementing epost posed many information technology (IT) challenges because financial and personal information is exchanged and stored, and, therefore, the service has to be reliable and secure. The CEO ponders several issues as he prepares for his meeting with his successor.

Teaching Note: 8B07E01 (6 pages)
Industry: Transportation and Warehousing
Issues: E-Business; Strategy; Management Information Systems
Difficulty: 4 - Undergraduate/MBA



MERCEDES-BENZ USA: INVESTING IN IT INFRASTRUCTURE
Steven R. Kursh, Michael Hoch

Product Number: 9B06E003
Publication Date: 1/13/2006
Revision Date: 9/17/2009
Length: 10 pages

The national manager for technical training at Mercedes-Benz USA, is considering using streaming media and distance learning as a supplement to class-room based education, but is concerned that this innovative and risky IT investment could have a negative affect on the company's quality reputation. He needs to evaluate the viability of the e-learning option, including selecting between two vendors, Microsoft and Real Networks. This case provides students with an opportunity to develop a methodology based on capital budgeting analysis for evaluating and executing IT investments. The case is particularly valuable for helping students to consider the risks related to the execution of IT investments, even when an investment has a high ROI. Supplement material, Implications of Streaming Media: A Technical Note, product 9B06E002 is available.

Teaching Note: 8B06E03 (18 pages)
Industry: Retail Trade
Issues: Automotive; Telecommunication Technology; Computer System Implementation; Financial Analysis; Northeastern
Difficulty: 4 - Undergraduate/MBA



CANADIAN AIR TRANSPORT SECURITY AUTHORITY (CATSA)
Darren Meister, Ken Mark

Product Number: 9B06E018
Publication Date: 2/27/2007
Revision Date: 9/17/2009
Length: 10 pages

In March 2005, the vice-president and chief operating officer of the Canadian Air Transport Security Authority (CATSA), was thinking about how to best harness the business intelligence (BI) system that CATSA had implemented. From its creation in 2002, CATSA had developed an organizational structure with more than 200 managers overseeing 4,000 screening officers. In June 2003, a BI solution was developed and, in 2004, the solution was launched. The vice-president wanted to know whether his team could anticipate and manage the changes that the new BI system would trigger.

Teaching Note: 8B06E18 (6 pages)
Industry: Public Administration
Issues: Information Technology; Management Information Systems; Information System Design
Difficulty: 5 - MBA/Postgraduate



BUSINESS OF ART (VIDEO CASE)
Frank Thirkettle, Ron Murch

Product Number: 9B06E008
Publication Date: 1/31/2006
Length: 11 pages

Sharon Thirkettle is a visual artist who works primarily in oil-based paints and specializes in landscape and floral scenes. Sharon hasn't always seen her art as business and recently has noticed that a variety of information-based challenges and opportunities are beginning to occupy more of her time. This video case examines how a sole proprietorship, entrepreneurial business operates, with a strong focus on the need for a supportive database. By examining how the artist is approaching her operations, we can demonstrate the similarities between her situation and the data management challenges of larger, more traditional organizations and demonstrate viable solutions to her current information-based challenges. This video was developed for use in an introductory management information system course. The case can be approached from a variety of perspectives such as marketing, operations and e-commerce. The primary objective is to design and develop an operation prototype database solution to track inventory. This package consists of a video, product 9B06E008, and a support CD containing MS Access databases, product 7B06E008. Price of this video case is Cdn$95 / US$80. Please contact Ivey Publishing for distribution information. A demonstration of this video is available to registered customers. Please see product #9B06E008A below.

Teaching Note: 8B06E08 (58 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Information Systems; Managing a Small Firm; Information System Design; Systems Analysis
Difficulty: 1 - Introductory



ESTORE AT SHELL CANADA LIMITED
Deborah Compeau, Barbara L. Marcolin, Roger Milley, Chad Saunders

Product Number: 9B06E020
Publication Date: 1/9/2007
Revision Date: 9/17/2009
Length: 14 pages

The commercial eProducts Manager at Shell Canada has to determine how to improve the adoption and utilization of their eCommerce channel. eStore had been developed for the fuel and lubricants market as a pilot test of how Shell might communicate with its customers electronically, thus reducing costs. While eStore had been in place for a year, and many customers had signed up, utilization was low. A consulting firm has made recommendations about the technical issues that might be driving low utilization; the commercial eProducts Manager has to consider whether the problems are purely technical, and make a recommendation on how to proceed.

Teaching Note: 8B06E20 (10 pages)
Industry: Mining, Quarrying, and Oil and Gas Extraction
Issues: Management Information Systems; E-Business; Strategy; System Implementation
Difficulty: 4 - Undergraduate/MBA


Chapter 3:
Data and Knowledge Management

A TECHNICAL NOTE ON RISK MANAGEMENT
Donna Fletcher, Susan Newell

Product Number: 9B07M043
Publication Date: 8/15/2007
Length: 11 pages

This technical note focuses on risk management in a project-based organization. Risk management is discussed at the organizational and project levels. Three components of risk management are mentioned: risk assessment, risk management plan, and risk monitoring. Recent thinking in risk management has gone beyond financial risk management and incorporates enterprise risk management (ERM). Finally, the technical note links risk management to strategy, and notes the importance that the implementation of both has on the performance of the firm.

Teaching Note: 8B07M44 (5 pages)
Issues: Risk Management; Product Management; Corporate Strategy; Knowledge Management; Strategy; Corporate Governance
Difficulty: 5 - MBA/Postgraduate



TETRA TECH EC AND RISK MANAGEMENT
Donna Fletcher, Susan Newell

Product Number: 9B07M044
Publication Date: 8/3/2007
Length: 14 pages

This case considers how one project-based organization overcame deterrents to strategic risk management and enabled an effective risk management process to be diffused through its projects, without significantly upsetting the autonomy of its projects. Students will explore both the deterrents to strategic risk management and the components of effective risk management.

Teaching Note: 8B07M44 (5 pages)
Industry: Construction
Issues: Knowledge Management; Project Management; Risk Management; Corporate Strategy
Difficulty: 5 - MBA/Postgraduate



CANADIAN FIREARMS PROGRAM
Derrick Neufeld, Zeying Wan

Product Number: 9B06E007
Publication Date: 2/16/2006
Revision Date: 9/17/2009
Length: 12 pages

The Canadian firearms program initially was established to set up a shared database. However, increasing costs of the firearms program is a concern for a number of Canadians. Should the federal government continue with the program, de-escalate or cancel the program. The case requires students to simultaneously evaluate the issues of the database design, software outsourcing, IS project management and change management. It can also be used to cover cost analysis, and political influences in decision-making.

Teaching Note: 8B06E07 (7 pages)
Industry: Public Administration
Issues: Politics; Cost Control; Information Systems; Project Management
Difficulty: 4 - Undergraduate/MBA



RELIABILITY LIFE DATA ANALYSIS FOR DECISION MAKING
Peter C. Bell, Sang-Won Kim

Product Number: 9B06E011
Publication Date: 6/21/2006
Revision Date: 9/17/2009
Length: 5 pages

A research institute has a concern with the reliability requirements of a military vehicle. Reliability is the probability that a system will accomplish its designated mission in a satisfactory manner or in more specific terms, the probability that it will perform in a satisfactory manner for a given period when used under specified operating conditions. Reliability of a weapon system is often expressed in terms of mean time between failure (MTBF). Two military vehicles were tested to obtain reliability life data for reliability evaluation. The objective of this case is to introduce reliability concept, MTBF, life data analysis and objective procedure for a decision making.

Teaching Note: 8B06E11 (6 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Decision Making; Life Data Analysis and Estimation; Reliability
Difficulty: 4 - Undergraduate/MBA


Chapter 4:
The Internet and Security

WORKOPOLISCAMPUS.COM
Michael J. Rouse, Natalie Takach

Product Number: 9B08M008
Publication Date: 1/31/2008
Revision Date: 9/4/2008
Length: 18 pages

The company, workopolisCampus.com, was an online job site for students and new graduates of Canadian colleges and universities. The website was established by several Toronto universities in the late 1990s and was acquired soon after by Workopolis to complement the company's primary job site, workopoliscom. After several years of steady but slow growth, workopolisCampus.com's future prospects appeared limited in 2007. The provides an opportunity to explore options for organizational change.

Teaching Note: 8B08M08 (18 pages)
Industry: Other Services
Issues: E-Business; Internet; Business Development
Difficulty: 4 - Undergraduate/MBA



UNDERGROUNDHIPHOP.COM
Michael H. Zack, Ben Compaine, David T.A. Wesley

Product Number: 9B07M064
Publication Date: 10/4/2007
Revision Date: 2/26/2010
Length: 20 pages

Undergroundhiphop.com (UGHH) was the leading source of independent hip-hop on the Internet. Although company revenues remained small compared to major online music retailers, the opening of a storefront in 2005 helped create new opportunities within the music industry, but also proved to be a drain on company resources. As the founder tried to expand the company, he faced a number of choices. However, his conservative financial strategy was limiting the company's potential. UGHH desperately needed to hire programmers, designers and managers to keep up with new technological developments and social trends, such as music downloads, blogs and online social networking. Yet the cost of running a bricks and mortar retail store left little to invest in other areas of the business. The case provides a classic example of entrepreneurship that can be used in introductory and intermediate level entrepreneurship classes. It can be used as a platform to illustrate an entrepreneur who fails to make the transition to a manager. The discussion will provide an opportunity to introduce or review the concept of franchising.

Teaching Note: 8B07M64 (8 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Franchising; E-Business; Growth Strategy; Northeastern
Difficulty: 4 - Undergraduate/MBA



TONLIST (A): CHANGING ICELAND'S MUSIC LANDSCAPE
Pratima Bansal, Jordan Mitchell

Product Number: 9B06M018
Publication Date: 7/4/2006
Revision Date: 9/17/2009
Length: 17 pages

Iceland's music industry is in a time of tremendous flux - sales of recorded music are dropping, while the portion of homegrown music is growing. Live music at festivals, concert halls and smaller venues is on the rise. Iceland like several other nations around the world, is enjoying access to greater selection and less cost by downloading music for free. Amidst the change is a musician-entrepreneur who has started Iceland's first pay-for-download website. In getting the website operational he encounters many challenges, such as selling Icelandic music internationally, which makes him reconsider his business model. The supplemental case, Tonlist (B): Should Stefan Sell, product 9B06M019, looks at his decision of whether or not to sell his two-year old business to the country's largest music company.

Teaching Note: 8B06M18 (12 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Strategy Development; Internet; Industry Analysis; Growth Strategy
Difficulty: 4 - Undergraduate/MBA



TONLIST (B): SHOULD STEFAN SELL?
Pratima Bansal, Jordan Mitchell

Product Number: 9B06M019
Publication Date: 5/12/2006
Revision Date: 9/17/2009
Length: 3 pages

This is a supplement to Tonlist (A): Changing Iceland's Music Landscape, product 9B06M018, which looks at Stefan's decision of whether or not to sell his two-year old business to the country's largest music company.

Teaching Note: 8B06M18 (12 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Growth Strategy; Strategy Development; Internet; Industry Analysis
Difficulty: 4 - Undergraduate/MBA



HILL & KNOWLTON: KNOWLEDGE MANAGEMENT
Darren Meister, Ken Mark

Product Number: 9B04E003
Publication Date: 3/4/2004
Revision Date: 10/9/2009
Length: 15 pages

Hill & Knowlton is a division of one of the world's largest communication services group. Tagging e-mail communications to support knowledge management codification and connection strategies is an important issue for managers. Issues related to privacy and performance need to be considered. The worldwide director of knowledge management at Hill & Knowlton needs to assess the degree to which tagging should be enforced in a communication services organization that supports numerous clients around the world.

Teaching Note: 8B04E03 (5 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Knowledge Based Systems; Communications; Knowledge Management; Leveraging Information Technology
Difficulty: 4 - Undergraduate/MBA


Chapter 5:
Electronic Business, Intranets, & Extranets

ISTOCKPHOTO.COM: TURNING COMMUNITY INTO COMMERCE
Rebecca A. Grant, Meghan Stothers

Product Number: 9B07E013
Publication Date: 1/26/2007
Revision Date: 5/28/2007
Length: 12 pages

When the founder of iStockphoto.com started the company in 2000, his objective was to share his vast collection of stock photography with graphic designers worldwide, and, in the process, help others do the same. By 2002, the organization was a respected and successful online community, but the founder and his partners now had to consider the profitability of their company. iStock was founded on community and collaboration - not commerce. Should the model change and if so, what would it take to make a significant culture change work? The case examines the culture and business opportunities for this start-up. It demonstrates the challenges of generating profit from an online community, as well as the key factors needed to build a community that can be turned into a profitable business.

Teaching Note: 8B07E13 (8 pages)
Industry: Manufacturing
Issues: Organizational Change; E-Business Models; Strategy Implementation; E-Commerce
Difficulty: 4 - Undergraduate/MBA



SHOPSTER.COM
Malcolm Munro, Sid L. Huff

Product Number: 9B07E005
Publication Date: 8/21/2007
Revision Date: 9/27/2007
Length: 18 pages

Shopster.com is a Calgary-based e-business company whose business is to assist other individuals or companies in setting up their own retail transactional websites. Shopster differs significantly from ordinary website developers in that retailers are able to select from a huge inventory of saleable products, through Shopster's network of goods providers. Shopster also provides software tools, and expertise, to allow anyone wishing to create an online retail store to do so quickly and easily. Shopster's business has done well to date, but there are plenty of operational challenges ahead. As well, the principals would like to "raise the bar" substantially, to something they refer to as "Shopster 2.0", the specifics of which are still at a formative stage. The Shopster case provides an interesting example of a small but rapidly growing Canadian company with an innovative business model and big dreams for the future.

Teaching Note: 8B07E05 (9 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Supply Chain Management; E-Business Models; E-Commerce; Virtual Business
Difficulty: 4 - Undergraduate/MBA



NEXTCARD
Andrew Watson

Product Number: 9B04M038
Publication Date: 6/24/2004
Revision Date: 10/14/2009
Length: 9 pages

NextCard was a credit card issuer seeking to exploit the growing e-commerce market in the United States. It was founded in 1996, saw a successful initial public offering in 1999, and became an affiliate of Amazon.com, the largest online retailer. The year 2000 was a year of growth for NextCard, with the number of accounts more than trebling, to nearly three quarters of a million. However, on October 31, 2001, NextCard was placed under new regulatory limitations that imposed higher capital requirements than NextCard could meet. Goldman Sachs attempted to find a buyer for NextCard, but was not successful. On July 10, 2002, NextCard accounts were closed. This case can be used to discuss firm failure, effect of regulation, first-mover advantage, rapid growth, partnerships and consumer credit.

Teaching Note: 8B04M38 (7 pages)
Industry: Finance and Insurance
Issues: Government Regulation; Bankruptcy; Credit Card Business; E-Business Models; Northeastern
Difficulty: 4 - Undergraduate/MBA



TAKAHIKO NARAKI, THE THREE MILLION YEN ENTREPRENEUR
Eric Morse, Jason Inch

Product Number: 9B04M054
Publication Date: 10/13/2004
Revision Date: 10/15/2009
Length: 10 pages

Takahiko Naraki is a young entrepreneur in Japan who is trying to make his Internet-based business model work in the challenging Tokyo business world, and must make a key decision: whether and how to expand his business. In addition to discussing the work-life balance of entrepreneurs in general, and this one Japanese entrepreneur in particular, the case also introduces aspects of the Japanese entrepreneurial environment including the importance of networking, the business laws regulating entrepreneurial activity, social perceptions of entrepreneurship, and the capital market for small companies in Japan.

Teaching Note: 8B04M54 (6 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Entrepreneurial Business Growth; Work-life Balance; Networks; Internet Marketing
Difficulty: 4 - Undergraduate/MBA


Chapter 6:
Organizational Information Systems

RESEARCH IN MOTION: MANAGING EXPLOSIVE GROWTH
Rod E. White, Paul W. Beamish, Daina Mazutis

Product Number: 9B08M046
Publication Date: 5/15/2008
Revision Date: 5/24/2017
Length: 19 pages

Research in Motion (RIM) is a high technology firm that is experiencing explosive sales growth. David Yach, chief technology officer for software at RIM, has received notice of an impending meeting with the co-chief executive officer regarding his research and development (R&D) expenditures. Although RIM, makers of the very popular BlackBerry, spent almost $360 million in R&D in 2007, this number was low compared to its largest competitors, both in absolute numbers and as a percentage of sales (e.g. Nokia spent $8.2 billion on R&D). This is problematic as it foreshadows the question of whether or not RIM is well positioned to continue to meet expectations, deliver award-winning products and services and maintain its lead in the smartphone market. Furthermore, in the very dynamic mobile telecommunications industry, investment analysts often look to a firm's commitment to R&D as a signal that product sales growth will be sustainable. Just to maintain the status quo, Yach will have to hire 1,400 software engineers in 2008 and is considering a number of alternative paths to managing the expansion. The options include: (1) doing what they are doing now, only more of it, (2) building on their existing and satellite R&D locations, (3) growing through acquisition or (4) going global.

Teaching Note: 8B08M46 (19 pages)
Industry: Manufacturing
Issues: Telecommunication Technology; Change Management; Globalization; Staffing; Growth Strategy
Difficulty: 4 - Undergraduate/MBA



CARREFOUR CHINA, BUILDING A GREENER STORE
Andreas Schotter, Paul W. Beamish, Robert Klassen

Product Number: 9B08M048
Publication Date: 5/9/2008
Revision Date: 5/23/2017
Length: 19 pages

Carrefour, the second largest retailer in the world, had just announced that it would open its first Green Store in Beijing before the 2008 Olympic Games. David Monaco, asset and construction director of Carrefour China, had little experience with green building, and was struggling with how to translate that announcement into specifications for store design and operations. Monaco has to evaluate the situation carefully both from ecological and economic perspectives. In addition, he must take the regulatory and infrastructure situation in China into account, where no official green building standard exists and only few suppliers of energy saving equipment operate. He had already collected energy and cost data from several suppliers, and wondered how this could be used to decide among environmental technology options. Given that at least 150 additional company stores were scheduled for opening or renovation during the next three years in China, the project would have long term implications for Carrefour.

Teaching Note: 8B08M48 (13 pages)
Industry: Retail Trade
Issues: China; Strategy Implementation; Emerging Markets; Environmental Business Management; Operations Management
Difficulty: 4 - Undergraduate/MBA



BELL CANADA: THE VOIP CHALLENGE
Rod E. White, Daniel Day

Product Number: 9B06M009
Publication Date: 2/16/2006
Revision Date: 3/19/2010
Length: 12 pages

Voice over Internet protocol (VoIP) is beginning to disrupt plain old telephone service (POTS). Ron Close has been offered the job of heading Bell Canada's nascent VoIP business. Bell is Canada's largest telco and supplier of POTS. The case provides a platform for discussing a disruptive innovation (VoIP) and its implications for an incumbent player. Ron Close explains how Bell addressed the technology challenge, and its managerial and organizational consequences in an available video, product 7B06M009.

Teaching Note: 8B06M09 (12 pages)
Industry: Information, Media & Telecommunications
Issues: Technological Change; Strategy Development
Difficulty: 4 - Undergraduate/MBA


Chapter 7:
Enterprise-Wide Information Systems

ANDURO MARKETING: INTERNET SERVICES VS. SOFTWARE SALES
Malcolm Munro, Sid L. Huff

Product Number: 9B07A018
Publication Date: 10/1/2007
Length: 14 pages

Anduro Marketing is a Canadian company that sells technical services to companies wanting to improve their search engine website rankings. Though small, Anduro has attracted several major clients in both Canada and the United States, and expects steady profitability and growth. Anduro believes it can generate substantial additional profit by developing and selling a suite of software products that automate its technical service offerings. Anduro's managers must decide whether Anduro is better off staying with its current safe and profitable strategy or if Anduro should instead pursue a riskier but potentially more profitable software sales model. Several tough questions must be answered to determine whether the risk is worth the reward. The Anduro case provides an interesting description of an Internet technical/marketing services business and contrasts this with software sales.

Teaching Note: 8B07A18 (7 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Search Engines; Internet Software; Internet Marketing; Corporate Strategy
Difficulty: 4 - Undergraduate/MBA



RICHTER: INFORMATION TECHNOLOGY AT HUNGARY’S LARGEST PHARMA
Deborah Compeau, Jordan Mitchell, Gyorgy Drotos, Emma Incze, Gyorgy Vas

Product Number: 9B07E021
Publication Date: 5/7/2008
Revision Date: 11/28/2008
Length: 23 pages

The director of information technology (IT) at Ritcher, a major Hungarian pharmaceutical company with operations throughout Eastern Europe, is planning for the IT department for the near future. The three main considerations for the coming year are: Is the current IT structure appropriate to meet the growing demands of the organization? To what extent should IT affiliates be centrally controlled? How can IT best serve the rest of the company?

Teaching Note: 8B07E21 (11 pages)
Issues: Information Systems; Enterprise Resource Planning; Corporate Governance; Organizational Structure
Difficulty: 4 - Undergraduate/MBA



CANADIAN AIR TRANSPORT SECURITY AUTHORITY (CATSA)
Darren Meister, Ken Mark

Product Number: 9B06E018
Publication Date: 2/27/2007
Revision Date: 9/17/2009
Length: 10 pages

In March 2005, the vice-president and chief operating officer of the Canadian Air Transport Security Authority (CATSA), was thinking about how to best harness the business intelligence (BI) system that CATSA had implemented. From its creation in 2002, CATSA had developed an organizational structure with more than 200 managers overseeing 4,000 screening officers. In June 2003, a BI solution was developed and, in 2004, the solution was launched. The vice-president wanted to know whether his team could anticipate and manage the changes that the new BI system would trigger.

Teaching Note: 8B06E18 (6 pages)
Industry: Public Administration
Issues: Information Technology; Management Information Systems; Information System Design
Difficulty: 5 - MBA/Postgraduate



KL WORLDWIDE ENTERPRISES, INC.: PUTTING IT TO WORK
Richard M. Kesner

Product Number: 9B05E023
Publication Date: 1/13/2006
Revision Date: 11/11/2015
Length: 21 pages

The KL Worldwide Enterprises Inc. case provides a rich context within which to explore the information technology (IT) issues that confront a global enterprise engaged in the manufacture, sales, and distribution of durable goods. The primary purpose is to give students a real-world, hands-on simulation of an IT systems development process that spans the entire lifecycle of an IT project from initial project scoping and justification through acceptance testing and deployment. The KL case emphasizes the design and delivery of enterprise resource planning, supply-chain management, decision support system, and e-commerce solutions for both for-profit and not-for-profit organizations. The case leads the reader into a consideration of the many opportunities to improve KL’s performance through the better design and integration of IT-enabled processes and services, including designing a new e-commerce or DSS capability and reengineering KL’s supply-chain and product design practices.

Teaching Note: 8B05E23 (9 pages)
Industry: Manufacturing
Issues: Operations Management; E-Commerce; Information System Design; Information Systems; Northeastern
Difficulty: 4 - Undergraduate/MBA



DEVELOPING INFORMATION SYSTEMS - AN EXERCISE WITH BUILDING BLOCKS
Deborah Compeau, Barbara L. Marcolin

Product Number: 9B04E025
Publication Date: 10/13/2004
Revision Date: 10/9/2009
Length: 1 pages

In teams of four to six people, each team works to develop a structure using building blocks. Various alterations to the terms of the assignment are made as the exercise unfolds, simulating the unpredictability of information systems development. Difference in the technology available to teams (both in terms of amount and type) simulate the challenge of differences in technology resources and later the challenge of integration, even with standard and simple technology.

Teaching Note: 8B04E25 (11 pages)
Issues: Information System Design; Systems Analysis; Information Systems
Difficulty: 4 - Undergraduate/MBA


Chapter 8:
Information Systems Development and Acquisition

PFM DEVICES - COMPLEX PROJECT INITIATIVES
Mark Embry, Timothy R. Kayworth

Product Number: 9B07E018
Publication Date: 10/4/2007
Length: 12 pages

In early 2006, it was apparent that PFM Devices was experiencing a significant downturn in consolidated earning among its three international divisions. To address this issue, the newly hired chief information officer was asked by the executive team to evaluate the two options of implementing a customer relationship management solution to improve revenue or a corporate data warehouse to cut costs. This case illustrates the importance of aligning information technology (IT) and business strategy and of the complex issues IT executives face in prioritizing IT investment alternatives.

Teaching Note: 8B07E18 (8 pages)
Industry: Manufacturing
Issues: Acquisition Strategy; Globalization; Management Information Systems; Enterprise Resource Planning
Difficulty: 5 - MBA/Postgraduate



MERCEDES-BENZ USA: INVESTING IN IT INFRASTRUCTURE
Steven R. Kursh, Michael Hoch

Product Number: 9B06E003
Publication Date: 1/13/2006
Revision Date: 9/17/2009
Length: 10 pages

The national manager for technical training at Mercedes-Benz USA, is considering using streaming media and distance learning as a supplement to class-room based education, but is concerned that this innovative and risky IT investment could have a negative affect on the company's quality reputation. He needs to evaluate the viability of the e-learning option, including selecting between two vendors, Microsoft and Real Networks. This case provides students with an opportunity to develop a methodology based on capital budgeting analysis for evaluating and executing IT investments. The case is particularly valuable for helping students to consider the risks related to the execution of IT investments, even when an investment has a high ROI. Supplement material, Implications of Streaming Media: A Technical Note, product 9B06E002 is available.

Teaching Note: 8B06E03 (18 pages)
Industry: Retail Trade
Issues: Automotive; Telecommunication Technology; Computer System Implementation; Financial Analysis; Northeastern
Difficulty: 4 - Undergraduate/MBA



R.J. THOMPSON DATA SYSTEMS, INC.
Laurie Schatzberg

Product Number: 9B05E019
Publication Date: 10/28/2005
Revision Date: 9/30/2009
Length: 6 pages

R.J. Thompson Data Systems sells, implements and maintains management information systems. The president of the company receives a call from a potential client to demonstrate a system that they had rejected earlier. The company would benefit from a large sale, however, the president reflects on the experience from the last presentation to this company; R.J. Thompson Data Systems spent considerable time preparing the presentation, only to be treated poorly and to have the offer rejected. He must decide if he should rally the team again.

Teaching Note: 8B05E19 (5 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Enterprise Resource Planning; Management Information Systems; Computer System Implementation; Customer Relations
Difficulty: 4 - Undergraduate/MBA



RBC ROYAL BANK: SERVICE PLATFORM IMPLEMENTATION
Deborah Compeau, Phoebe Tsai

Product Number: 9B05E001
Publication Date: 1/31/2005
Revision Date: 9/28/2009
Length: 16 pages

The vice-president - RBC Banking business & information solutions must develop an implementation plan for the bank's new paperless transaction system. The new system will reduce costs in proof processing and will facilitate the role of the customer service representatives, allowing the CSRs to shift from transactional to sales oriented roles. The system must be implemented across the company within 12 months. Challenges concerning the timing of installation, sequence of rollout, scope management and prioritization must be addressed.

Teaching Note: 8B05E01 (8 pages)
Industry: Finance and Insurance
Issues: Management Information Systems; Computer System Implementation
Difficulty: 4 - Undergraduate/MBA


Chapter 9:
Information Systems Ethics, Computer Crime

PHIL CHAN (A)
Paul W. Beamish, Jean-Louis Schaan

Product Number: 9B08M038
Publication Date: 4/18/2008
Length: 8 pages

The case deals with a scam that has been run out of Nigeria since 1990. In it, foreign companies are approached for their assistance in facilitating an international transfer of funds in order to receive a very large but unearned commission. In the case, a Hong Kong-based manager who is travelling to Nigeria is unaware that he is walking into a situation where his company is about to be cheated. The objective of the case is to raise the issue of ethics in the conduct of international business. A follow-up case (9B08M039) is available.

Teaching Note: 8B08M38 (10 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Negotiation; Human Behaviour; Ethical Issues; Personal Values
Difficulty: 4 - Undergraduate/MBA



FUZZY MATH
Gerard Seijts, Ivy Kyei-Poku

Product Number: 9B08C007
Publication Date: 4/1/2008
Length: 15 pages

The case explains the ordeal of the newly appointed manager of planning and reporting at Connectco, an outbound call centre in Ontario, Canada, who suspected wrong-doing early on at work. After his fears were confirmed, he was very uncomfortable with the situation he found himself in. However, he had to make a choice about how he would respond. This case also portrays, among other things, how young professionals find themselves in situations that create moral distress when they are aware of unethical conduct but feel constrained from taking action to correct it.

Teaching Note: 8B08C07 (6 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Ethical Issues; Leadership; Whistleblower; Accountability
Difficulty: 4 - Undergraduate/MBA



INVENSIS TECHNOLOGIES (P) LTD: A GLOBAL BPO SERVICE PROVIDER FROM INDIA
Vaidyanathan Jayaraman, Yadong Luo

Product Number: 9B07E022
Publication Date: 3/11/2008
Length: 19 pages

The executive director of Invensis Technologies (P) Ltd. (Invensis), met with the chief operating officer and vice-president of human resources to address two major challenges that the company was facing. The first challenge was the increased pressure on Invensis to remain competitive and cut costs while providing premium customer service. Clients were expecting more every day from their business process operations. The other challenge was that of building an engaged and committed workforce. While the attrition rate in the information technology (IT) sector was low, it was high in the IT-enabled services (ITES) sector. The executive director wondered whether the company's structured approach towards working on an outsourcing project would help build credibility and differentiate it in the market place and how he could reduce the high attrition rate of ITES.

Teaching Note: 8B07E22 (6 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Operations Management; Outsourcing; Information Technology; Strategy
Difficulty: 5 - MBA/Postgraduate



GOOGLE IN CHINA
Deborah Compeau, Prahar Shah

Product Number: 9B06E019
Publication Date: 5/1/2007
Revision Date: 5/23/2017
Length: 9 pages

The case describes the circumstances surrounding the introduction of www.google.cn. In order to comply with Chinese government requirements, google.cn censors web results. This appears to contradict Google’s stated philosophy and its mission to organize and make accessible the world’s information. A public outcry ensues and Google is forced to defend its controversial decision. The case presents both sides of the debate and asks students to consider what they feel is right.

Teaching Note: 8B06E19 (4 pages)
Industry: Other Services
Issues: Information Systems; Government and Business; Ethics; Censorship; Internet; China
Difficulty: 4 - Undergraduate/MBA



GOOGLE INC.: LAUNCHING GMAIL
Darren Meister, Ken Mark

Product Number: 9B04E019
Publication Date: 9/20/2004
Revision Date: 10/9/2009
Length: 7 pages

Google is a very popular Internet search engine firm. The company has just announced the launch of Gmail, a free, Web-based e-mail service that allows users up to one gigabyte of storage capacity, more than 100 times that offered by other free services from competitors. In return for free e-mail, Gmail would scan its users' e-mail with the goal of delivering targeted ads. Immediately, privacy groups denounced Google's plans.

Teaching Note: 8B04E19 (5 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: E-Commerce; Competitiveness; Management Information Systems; Management of Technology
Difficulty: 4 - Undergraduate/MBA