Ivey Publishing

Essentials of Management Information Systems: Managing the Digital Firm

Laudon, K.C., Laudon, J.P.,6/e (United States, Pearson, 2005)
Prepared By Hannah Rasmussen, Ph.D. Candidate (Information Systems)
Chapter and Title Chapter Matches: Case Information
Chapter 1:
Managing the Digital Firm

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



INFORMATION SYSTEMS AT FIRSTCARIBBEAN: CHOOSING A STANDARD OPERATING ENVIRONMENT
Louis Beaubien, Sonia Mahon

Product Number: 9B04E032
Publication Date: 3/22/2005
Revision Date: 10/9/2009
Length: 10 pages

The Canadian Imperial Bank of Commerce and Barclays Bank PLC were in advanced negotiations regarding the potential merger of their respective retail, corporate and offshore banking operations in the Caribbean. Currently there are four systems in operation in the region. All are carry-overs from the pre-merger operation of the bank. Each of the systems has different pros and cons consisting of degree of fit with the organization strategy, likely impact on organizational culture, and functionality. As part of the effort to standardize practices across the organization, a choice for one standard operating system must be made. This case may be taught on a stand alone basis or in combination with any of four additional cases that deal with various functional issues regarding the actual merger and integration. The four additional cases deal are: CIBC-Barclays: Should Their Caribbean Operations be Merged?, product 9B04M067; Harmonization of Compensation and Benefits for FirstCaribbean Bank, product 9B04C053; CIBC-Barclays: Accounting for Their Merger, product 9B04B022 and Note on Banking in the Caribbean, product 9B05M015.

Teaching Note: 8B04E32 (8 pages)
Industry: Finance and Insurance
Issues: Mergers & Acquisitions; Integration; International Management; Management Information Systems; University of West Indies
Difficulty: 4 - Undergraduate/MBA


Chapter 2:
Information Systems in the Enterprise

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



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; Project Management
Difficulty: 4 - Undergraduate/MBA


Chapter 3:
Information Systems, Organization, Management and Strategy

COMPUTER SCHOOL'S.NET PROJECT (A)
Nicole R.D. Haggerty, Noah Ivers

Product Number: 9B04E005
Publication Date: 3/4/2004
Revision Date: 10/9/2009
Length: 13 pages

Computer School is a large post-secondary, career-focused education firm. The chief executive officer of the school has determined that the IT department is in a state of disarray. The IT department was not identified as part of the core business strategy but is deemed as fundamental to the operation of the organization. Before proceeding with growth strategy, the CEO knew that gaining control of this department and establishing procedures for managing these resources more effectively would be an important aspect of laying the foundation for growth.

Teaching Note: 8B04E05 (6 pages)
Industry: Educational Services
Issues: Management Information Systems; Management of Technology; Management of Professionals; Information Systems
Difficulty: 4 - Undergraduate/MBA



RBC INVESTMENTS: PORTFOLIO PLANNING INITIATIVE
Derrick Neufeld

Product Number: 9B05E005
Publication Date: 4/11/2005
Revision Date: 10/20/2010
Length: 11 pages

The newly hired head of Strategic Resources Planning and Management at Royal Bank of Canada Investments (RBCI) must develop a dashboard mechanism for strategically assessing and managing RBCI's non-interest expenses, excluding brokerage fees associated with providing value-added service to clients. After a week of analysis, two things became apparent; first, the four major business units within RBCI were operating independently, neither collaborating on projects nor sharing information. Second, most of the non-interest expenses spent was related to information technology projects. Consider that RBCI was spending nearly $700,000 per day on service delivery, the senior management team was extremely eager to see what the head of Strategic Resources Planning and Management would propose. This case presents information technology portfolio management challenges facing large organizations, and challenges students to develop performance metrics that will be useful at the most senior levels of the organization.

Teaching Note: 8B05E05 (18 pages)
Industry: Finance and Insurance
Issues: Portfolio Management; Planning; Information Systems; Cost Control
Difficulty: 4 - Undergraduate/MBA


Chapter 4:
The Digital Firm: Electronic Business and Electronic Commerce

A HACKER ATTACK: AN E-COMMERCE NIGHTMARE (B)
Darren Meister, Carlie Bell

Product Number: 9B05E003
Publication Date: 3/7/2005
Revision Date: 9/28/2009
Length: 4 pages

BookMart has a breach in the company's information systems. In this supplement to A Hacker Attack: An e-Commerce Nightmare, product 9B05E002, the general manager has to develop immediate and long term plans to deal with the situation.

Teaching Note: 8B05E02 (9 pages)
Industry: Retail Trade
Issues: Information Systems; Security Systems; E-Commerce; Crisis Management
Difficulty: 4 - Undergraduate/MBA



EDUCATION STORE
Barbara L. Marcolin, Frank Thirkettle, Chris Nelson

Product Number: 9B03E022
Publication Date: 11/28/2003
Revision Date: 10/21/2009
Length: 11 pages

The Education Store reviewed and provided sales of educational software for children in kindergarten to grade 12. The store took its direction from the local board of education and functioned with the administrative system of the school board but operated independently and was relatively free to make day-to-day decisions. The manager of the Education Store felt the existing database no longer kept up with the store's needs. A database designer had two weeks to analyze the store's requirements and develop a prototype. From the information he had, he wondered whether this task was an upgrade or a complete redesign. He must also look at a number of design issues, and who would ultimately maintain the database.

Teaching Note: 8B03E22 (13 pages)
Industry: Educational Services
Issues: Management Information Systems; Information System Design; System Design; Models
Difficulty: 4 - Undergraduate/MBA


Chapter 5:
Ethical and Social Issues in the Digital Firm

DOUBLECLICK INC.: GATHERING CUSTOMER INTELLIGENCE
Scott L. Schneberger, Ken Mark

Product Number: 9B01E005
Publication Date: 3/5/2001
Length: 16 pages

DoubleClick Inc., with global headquarters in New York City and over 30 offices around the world, was a leading provider of comprehensive Internet advertising solutions for marketers and Web publishers. It combined technology, media and data expertise to centralize planning, execution, control, tracking and reporting for online media companies. DoubleClick was able to track Internet-users' surfing habits (but not the surfers' identities) allowing it to personalize ads for specific market groups. When DoubleClick announced it was merging with Abacus Direct, a direct marketing company with a database of consumer names, addresses and retail purchasing habits of 90 per cent of American households, it raised many privacy-related questions and concerns. Several Internet privacy activists had filed a formal complaint with the Federal Trade Commission after being informed by media sources that DoubleClick had the ability to divulge a person's identity by merging the databases of the two companies and matching the information in cookies with a surfer's profile. The president of DoubleClick was confident that its internal practices were sound, but he wondered if they would placate advertising clients afraid of consumer backlash, the concerns of Internet surfers and the company's investors.

Teaching Note: 8B01E05 (10 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: High Technology Products; E-Commerce; Privacy Issues; Risk Management
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


Chapter 6:
Hardware and Software in the Enterprise

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



IIF AND QUATEAMS CREATING A CUSTOM CRM
Nicole R.D. Haggerty, Jordan Mitchell

Product Number: 9B04E030
Publication Date: 11/23/2004
Revision Date: 10/9/2009
Length: 19 pages

IIF (Institute of International Finance) was eight months into the customized development of a customer relationship management system (CRM) by a small software development firm, QuaTeams. IIF, a member organization, wants to replace their current CRM, an Access database, by integrating member information from different departments: economic research, membership, events and finance. In addition, they want to be able to handle the growing number of members and track the interactions between their staff and their membership. With two months to go before the scheduled launch, both sides must make decisions to overcome the remaining technical hurdles they have with the database and security. The IIF must also consider implementation issues and think of creative ways that the customer relationship management system can be used once the system is operational. The objective of the case is to introduce students to the development of a custom CRM and how the process of developing and implementing a CRM can change the way an organization deals with its customers.

Teaching Note: 8B04E30 (17 pages)
Industry: Finance and Insurance
Issues: Customer Relationship Management; Management Information Systems; Computer System Implementation; Project Management
Difficulty: 4 - Undergraduate/MBA


Chapter 7:
Managing Data Resources

KPMG FORENSIC: MONEY LAUNDERING AT AGNES INSURANCE
Abhijit Gopal, Ramasastry Chandrasekhar

Product Number: 9B04E004
Publication Date: 10/13/2004
Revision Date: 10/9/2009
Length: 11 pages

Agnes Insurance calls in KPMG Forensic to conduct a routine fraud and misconduct diagnostic requested by a potential merger partner. The diagnostic reveals a money laundering operation that has gone undetected for several years. The chief financial officer must decide what to do about the money laundering incident as well as how to ensure it does not happen again.

Teaching Note: 8B04E04 (4 pages)
Industry: Finance and Insurance
Issues: Information Systems; Management Information Systems; Employee Termination; Accounting Environment
Difficulty: 4 - Undergraduate/MBA



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


Chapter 8:
Telecommunications, Networks, and Wireless Computing

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



PAYBOX.NET: MOBILIZING MCOMMERCE
Michael Parent, Harpeet Singh, Matt Woerner, Yulian Zhang

Product Number: 9B04E028
Publication Date: 10/13/2004
Revision Date: 10/9/2009
Length: 10 pages

Paybox.net AG was the world's first mass-marketable mobile payment system. Launched in 1999 at the height of the dotcom boom, it had been steadily losing ground. The company's founder, and architect of the technology underlying Paybox, must decide if his product has a future, and if so, what the market strategy should be.

Teaching Note: 8B04E28 (4 pages)
Industry: Finance and Insurance
Issues: Market Strategy; Strategy Development; Internet Culture; E-Commerce
Difficulty: 4 - Undergraduate/MBA


Chapter 9:
The Internet Information Technology Infrastructure for the Digital Firm

SHANGHAI BELL - THE COLLABORATIVE PRODUCT COMMERCE SYSTEM (CPC)
Darren Meister, Yulin Fang, Jianguo Jia

Product Number: 9B04E023
Publication Date: 9/20/2004
Revision Date: 10/9/2009
Length: 19 pages

The research and development improvement manager at Shanghai Bell, a major telecommunications device manufacturer in China, has just finished a meeting with top management on strategic initiatives suggested in the corporate information systems plan report. One project that was suggested in the report — implementing a collaborative product commerce (CPC) system — is about to begin. The manager must review the project planning process and examine the extent to which the company, a European-Chinese joint venture, is ready to undertake the project.

Teaching Note: 8B04E23 (12 pages)
Industry: Manufacturing
Issues: Computer Systems Implementation; Information Systems Design; Feasibility Analysis; Telecommunications; China and Europe
Difficulty: 4 - Undergraduate/MBA



OPEN TEXT PREFERRED LISTINGS
Sid L. Huff, Mike Wade

Product Number: 9A98E021
Publication Date: 2/15/1999
Revision Date: 1/28/2010
Length: 8 pages

Open Text is a small, startup electronic commerce company based in Waterloo, Ontario. Initially, their main product was an Internet/worldwide web search engine. Theirs was one of the first such search engines available to users of the web. There are two basic issues in the case: revenue generation on the Internet, and Internet culture. Open Text has come up with a revenue model which involves advertisers paying to have their web sites appear at the top of search engine results when 'bought' words are included in the search criterion. It is an innovative approach to revenue generation, and a departure from the traditional 'banner ad' model. One of the central issues of the case is whether Internet culture will allow search engine results, which are generally considered to be a free and 'honest' resource, to be influenced by advertisers. The case also provides a useful way to examine the issue of searching for material on the web.

Teaching Note: 8A98E21 (11 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: E-Commerce; Internet Culture; Worldwide Web; Search Engines
Difficulty: 4 - Undergraduate/MBA


Chapter 10:
Enterprise Applications and Business Process Integration

TOYBOX: MANAGING DYNAMIC DIGITAL PROJECTS
Darren Meister, David Singer

Product Number: 9B02E014
Publication Date: 2/6/2003
Revision Date: 12/1/2009
Length: 12 pages

Toybox is the visual effects division of Command Post, Canada's largest full service postproduction company and industry leader in technical and creative services for film, television, video and digital audio productions. Toybox's visual special effects manager believes that an improved information system for managing digital projects is required to cope with future growth. For example, during recent production work on a feature film, difficulties in workload, signoffs and rework reached an unsustainable level. The visual special effects manager must choose between an off-the-shelf product and a custom in-house solution. However, his decision is complicated by the creative work environment and the number of systems to which the new system must be integrated.

Teaching Note: 8B02E14 (7 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Make or Buy Decision; Information Technology; Animation Studio; Computer Selection
Difficulty: 4 - Undergraduate/MBA



DPSC SOFTWARE: THE NETZEE DEAL
Michael Parent, Ken Mark

Product Number: 9B01E006
Publication Date: 5/18/2001
Revision Date: 12/18/2009
Length: 7 pages

The founder of DPSC Inc., a software developer for the banking industry, has just sold the company to Netzee. DPSC developed and sold two groups of software; one that allowed financial institutions to calculate interest rate risk, and the other that allowed financial institutions to file compulsory electronic compliance reports with the Federal Deposit Insurance Corporation. After 18 years in the business, the DPSC's founder remembered how the emergence of this technology changed an industry and now that the impact of DPSC's products have been made, he was eager to share his thoughts on future strategy with the new parent company.

Teaching Note: 8B01E06 (10 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Strategic Planning; Integration; E-Commerce; Startups
Difficulty: 4 - Undergraduate/MBA


Chapter 11:
Managing Knowledge in the Digital Firm

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



KNOWLEDGE MANAGEMENT AT ACCENTURE
Darren Meister

Product Number: 9B05E018
Publication Date: 11/28/2005
Revision Date: 10/9/2009
Length: 17 pages

Accenture has long been seen as a leader in knowledge management, having received awards for many years. Over the years though, islands of knowledge have developed throughout the organization and the delivery infrastructure has become progressively more expensive. In 2004, the global knowledge management lead has been given the mandate to lead a revitalization of knowledge management. This case outlines governance challenges in the global firm, the transition to a new IT infrastructure and the strategic challenges and opportunities facing knowledge management within Accenture.

Teaching Note: 8B05E018 (5 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Technological Change; Consulting; Knowledge Based Systems; Knowledge Management
Difficulty: 4 - Undergraduate/MBA


Chapter 12:
Enhancing Management Decision Making for the Digital Firm

MAKING DIFFICULT DECISIONS IN TURBULENT TIMES
Michael A. Roberto

Product Number: 9B03TC09
Publication Date: 5/1/2003
Length: 8 pages

These days, it seems that ambiguity, uncertainty and volatility are conspiring to thwart managers. Making the right decisions has never been tougher. Here's help. When the going gets tough many managers have toughed it out these past three years. In most cases, the successful have adopted strategies that enable them to make difficult decisions correctly, under stressful conditions. This author advances seven such strategies that, carefully applied, will enable managers to make tough decisions in turbulent times.

Issues: Decision Support Systems




XEROX (HONG KONG): SALES ACTIVITY MANAGEMENT PROCESS (A)
E.F. Peter Newson, Michael Zhao

Product Number: 9A99E015
Publication Date: 4/9/1999
Revision Date: 1/15/2010
Length: 21 pages

The sales director of Xerox (Hong Kong) has a vision to transform sales force management processes which would require radical changes to both the organization and the information technology infrastructure. The design includes a company-wide database to be available to the sales force by remote access through Intranet/Internet. From this database the sales force could manage their territory using notebook computers while travelling, working at client sites, sitting in meetings, or talking on the phone. At the time of sale, they could check inventory, quote prices, notify delivery or service schedules, and make billing arrangements. Successful implementation of the plan requires the sales director to overcome financial constraints, ingrained habits, traditional cultural values, an inadequate information technology infrastructure, and the effects of the change beyond the sales organization. The purpose of this case is to present the challenges of planning and implementing a major technology initiative in a cross-cultural setting. The student is expected to outline an implementation plan. A (B) case is available as a follow-up, case 9B00E002.

Teaching Note: 8A99E15 (9 pages)
Industry: Manufacturing
Difficulty: 4 - Undergraduate/MBA


Chapter 13:
Redesigning the Organization with Information Systems

INDIAN OIL CORPORATION LIMITED: PROJECT MANTHAN
Abhijit Gopal, Manish Kumar

Product Number: 9B04E002
Publication Date: 10/13/2004
Revision Date: 10/9/2009
Length: 16 pages

Indian Oil Corporation, a public sector undertaking of the Government of India, is faced with the prospect of the deregulation of the oil industry in India and the need to compete with nimble new market entrants. A major initiative toward this end is the enterprise resource planning system that the company has commissioned. Now, several years into the implementation, several snags arise; the implementation is clearly not going as planned. The company must decide how to bring the implementation back on track and also use the lessons it has learned to re-evaluate whether it is headed in the right direction.

Industry: Manufacturing
Issues: Enterprise Resource Planning; Change Management; Technological Change; Information Systems
Difficulty: 4 - Undergraduate/MBA



OFFSHORING AT EDC
Henry W. Lane, David T.A. Wesley

Product Number: 9B05M002
Publication Date: 2/21/2005
Revision Date: 9/30/2009
Length: 16 pages

According to the American Management Association, 25 per cent of companies are dissatisfied with outsourcing and more than half have brought outsourced services back in house. Education Development Center (EDC), a non-governmental organization, is an example of offshoring best practice and will help identify factors for successful implementation of an outsourcing project. The case starts with a description of EDC and its inability to manage a high level of growth with a fragmented and outdated information infrastructure. As a non-profit organization, EDC had different pressures on its cost and revenues that for-profit organization.

Teaching Note: 8B05M02 (12 pages)
Industry: Social Advocacy Organizations
Issues: Outsourcing; Political Environment; Management of Technology; Non-Profit Organization; Northeastern
Difficulty: 4 - Undergraduate/MBA


Chapter 14:
Understanding the Business Value of Systems and Managing Change

IBM'S KNOWLEDGE MANAGEMENT PROPOSAL FOR THE ONTARIO MINISTRY OF EDUCATION
Darren Meister, Ken Mark

Product Number: 9B05E007
Publication Date: 3/22/2005
Revision Date: 9/30/2009
Length: 12 pages

Kathryn Everest, the knowledge management consultant for IBM Canada Ltd.’s business consulting service, was preparing for a meeting with the province of Ontario’s Deputy Minister of Education. The purpose of the meeting was to secure top-level support for an early-stage knowledge management program at the ministry. For the past few weeks she had conducted an initial study of ministry needs and believed that the organization could benefit from one or more knowledge management solutions, including document management, communities of practice, and an expert directory. Everest wondered how she should approach the meeting, given that there seemed to be internal ministry concerns about knowledge-sharing. As she reviewed her notes, she wanted to know which solution(s) she should recommend and what implementation challenges she could expect to face.

Teaching Note: 8B05E07 (4 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Project Management; Knowledge Management; Action Planning and Implementation; Stakeholder Analysis
Difficulty: 4 - Undergraduate/MBA



DPSC SOFTWARE: THE NETZEE DEAL
Michael Parent, Ken Mark

Product Number: 9B01E006
Publication Date: 5/18/2001
Revision Date: 12/18/2009
Length: 7 pages

The founder of DPSC Inc., a software developer for the banking industry, has just sold the company to Netzee. DPSC developed and sold two groups of software; one that allowed financial institutions to calculate interest rate risk, and the other that allowed financial institutions to file compulsory electronic compliance reports with the Federal Deposit Insurance Corporation. After 18 years in the business, the DPSC's founder remembered how the emergence of this technology changed an industry and now that the impact of DPSC's products have been made, he was eager to share his thoughts on future strategy with the new parent company.

Teaching Note: 8B01E06 (10 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Strategic Planning; Integration; E-Commerce; Startups
Difficulty: 4 - Undergraduate/MBA


Chapter 15:
Information System Security and Control

THE GLOBAL SPAM MENACE
Owen P. Hall, Charles McPeak

Product Number: 9B06E010
Publication Date: 4/28/2006
Revision Date: 9/17/2009
Length: 3 pages

A management consulting firm is faced with the growing problem of unwanted e-mails (spam). In 2005 spam cost the world economy nearly $14 billion and its impact is growing. This growth is in spite of new legislation and screening techniques designed to reduce spam e-mail. Students will be introduced to the ongoing spam e-mail problem and how Bayesian analysis can be used as a solution.

Teaching Note: 8B06E10 (5 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Spam; Management Systems; Bayes Theorem
Difficulty: 5 - MBA/Postgraduate



A HACKER ATTACK: AN E-COMMERCE NIGHTMARE (A)
Darren Meister, Carlie Bell

Product Number: 9B05E002
Publication Date: 3/7/2005
Revision Date: 9/28/2009
Length: 6 pages

The general manager of BookMart, a major online book, movie and CD store was struggling to manage a serious breach of the company's information systems, which jeopardized both the company's reputation and its ability to provide service to its customers. He must develop an immediate plan to address the security breach internally; how to communicate the situation to customers and the media and develop a long term plan that will minimize the risk against possible future attacks. The supplement A Hacker Attack: An e-Commerce Nightmare, product 9B05E003 looks at the general manager's short and long term plans.

Teaching Note: 8B05E02 (9 pages)
Industry: Retail Trade
Issues: Crisis Management; E-Commerce; Information Systems; Security Systems
Difficulty: 4 - Undergraduate/MBA