Ivey Publishing

Information Systems Essentials

Haag, S., Cummings, M.,3/e (United States, McGraw-Hill Irwin, 2009)
Prepared By Hannah Rasmussen, Ph.D. Student (Information Systems)
Chapter and Title Chapter Matches: Case Information
Chapter 1:
The Information Age in Which You Live: Changing Face of Business

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



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:
Major Business Initiatives: Gaining Competitive Advantage with IT

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



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


Chapter 3:
Databases and Data Warehouses: Building Business Intelligence

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



STRATEGIC INTELLIGENCE PTE. LIMITED (A)
Paul W. Beamish, Tom Gleave

Product Number: 9B01M032
Publication Date: 6/20/2001
Revision Date: 12/21/2009
Length: 16 pages

Strategic Intelligence Pte. Limited is a research and new-media company that provides Asian-based economic and political information. The managing editor is facing several challenges in building a new online business intelligence service that focuses on Asia's new economy. As the person responsible for the company's first Internet related initiative, he is expected to design, manage and help market the new initiative that will be independent from, yet complementary to, the company's existing events-oriented and research services. Although he is satisfied with the content that has been developed, he still needs to resolve several issues regarding target audience, pricing policy, revenue diversification options and service awareness. A sense of urgency pervades the situation, since he is expected to ensure that the new service will contribute 25 per cent of total company revenues within the next year.

Teaching Note: 8B01M32 (14 pages)
Industry: Information, Media & Telecommunications
Issues: Growth; Pricing Strategy; Sales Strategy; Consumer Research; Nanyang
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 4:
Decision Support and Artificial Intelligence

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




HARRISON, YOUNG, PESONEN AND NEWELL, INC.: DIRECT RESPONSE TV, THE SUPER-TEL CAMPAIGN
Peter C. Bell, David Koltermann

Product Number: 9A98E028
Publication Date: 2/16/2000
Revision Date: 1/22/2010
Length: 10 pages

An analyst at Harrison, Young, Pesonen, and Newell, Inc. had developed the media plan for a discount long distance telephone carrier (Super-Tel) and was supervising its execution. At the start of week eight of the twelve-week direct response television campaign she was monitoring customer response data from the telemarketing contractor in order to judge the performance of the advertising plan, with the objective of making adjustments to improve the plan. The analyst hoped to fine-tune the final weeks of advertising in order to maximize the number of customer orders received by Super-tel, while minimizing the costs of obtaining those orders. Could she use a decision support system to solve this problem. (A Microsoft Excel data file is available for use with this case, product 7A98E028.)

Teaching Note: 8A98E28 (4 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Advertising Media; Advertising Effectiveness; Decision Support Systems; Spread Sheet Application
Difficulty: 4 - Undergraduate/MBA



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 5:
Electronic Commerce: Strategies for the New Economy

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



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 6:
Systems Development: Phases, Tools and Techniques

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



FINE COATING INC.
Sachi Sakthivel

Product Number: 9B04E010
Publication Date: 5/14/2004
Revision Date: 10/9/2009
Length: 8 pages

Fine Coating Inc. provides coating services such as phosphate, powder and electrostatic coating to automobile parts manufacturers. Major customers of Fine Coating Inc. are urging the president of the company to implement Electronic Data Interchange to reduce their costs while Fine Coating Inc.'s cost of operations have been increasing. The president needs to identify strategic and operational information systems in response to various organizational, market and environmental pressures. In addition to justifying the investment he needs to determine the source for systems development and an approach to managing the development project.

Teaching Note: 8B04E10 (14 pages)
Industry: Manufacturing
Issues: Strategy Development; Competitive Advantage; Feasibility Analysis; Information Systems
Difficulty: 4 - Undergraduate/MBA


Chapter 7:
IT Infrastructure: Business Driven Technology

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



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 8:
Protecting People and Information: Threats and Safeguards

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 9:
Emerging Trends and Technologies: Business, People and Technology Tomorrow

BUSINESS INTELLIGENCE STRATEGY AT CANADIAN TIRE
Nicole R.D. Haggerty, Darren Meister

Product Number: 9B03E019
Publication Date: 11/5/2003
Revision Date: 10/19/2009
Length: 13 pages

Canadian Tire Corporation consists of five main business groups: a large retail chain providing automotive parts, sports and leisure and home products; a financial division; a petroleum division; a specialty automotive parts division; and a retailer of casual and work wear clothing. The information technology group is faced with developing an implementation plan for the development of a business intelligence infrastructure and business capability at Canadian Tire Retail. Concurrent to this initiative is the development and implementation of an information technology strategy for Canadian Tire Corporation, which places a number of programs on the priority list, with business intelligence seen as a high priority item for which the organization can score some quick win business success.

Teaching Note: 8B03E19 (6 pages)
Industry: Retail Trade
Issues: Information Systems; Business Intelligence; Knowledge Based Systems; Information System Design
Difficulty: 4 - Undergraduate/MBA



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