CHAPTER 10

1. CHAPTER 10 MANAGING IT SYSTEMS Staying on Track

2. 10-2 Introduction As the Business Environment Changes... Your IT systems will not take care of themselves - they must be managed. The MANAGEMENT OF AN IT SYSTEM means providing an environment of stability without stagnation(停滞) and change without chaos for information, information technology, and knowledge workers.

3. 10-3 Introduction YOUR FOCUS IN THIS CHAPTER • Managing Information • Managing Information Technology • Managing Knowledge Workers

4. 10-4 Managing Information MANAGING INFORMATION • ROLE - Raw Material and Capital • ACCESS - Content, Time, and Form • SECURITY - Protecting IT Systems • PRIVACY - Personal Information

5. 10-5 Managing Information INFORMATION AS RAW MATERIAL • Raw materials are the components from which a product is made. • The CIO of UPS says that 揳 package without information has no value.

6. 10-6 Managing Information INFORMATION AS CAPITAL • Capital is a type of asset you use to produce a product or service. • Capital can also be sold or leased to others.

7. 10-7 Managing Information ACCESS TO THE RIGHT INFORMATION • Information must not only be the information that you want, it must also be accurate and consistent. • For example, a textbook with no price, the wrong price, or two different prices impedes the purchasing process.

8. 10-8 Managing Information ACCESS TO INFORMATION AT THE RIGHT TIME • Information must be available when you need it. • For example, you need to know the answers to an exam while you抮e taking the exam, not a week later.

9. 10-9 Managing Information ACCESS TO INFORMATION IN THE RIGHT FORM • Information must be presented in a way that is understandable and useful. • For example, if you can抰 read Japanese, a textbook in Japanese will not help you much.

10. 10-10 Managing Information INFORMATION SECURITY means protecting information from loss and damage. • Information can be lost or damaged by mistake or on purpose. • What does it cost to replace information? See page 393.

11. 10-11 Managing Information BACKUP The simplest and easiest way to protect your information is to make backups on one or more of the following media... • Floppy disks • Removable hard disks • CD-ROMs • Tape

12. 10-12 Managing Information Store Backups in a... • Safe • Different building • Televault

13. 10-13 Managing Information Guard Against Information Theft... • Log-in passwords at the operating system level • Utilities that restrict access • Application-level security by using one or more of three levels of application security.

14. 10-14 Managing Information GUARD AGAINST DANGER FROM OUTSIDE • A VIRUS is a program which someone develops with malicious intent to harm an IT system. How do you get a virus? See page 395. • An INTERNET LOOPHOLE is an entry point into a company抯 internal IT system from its Internet site.

15. 10-15 Managing Information PRIVACY OF INFORMATION deals with the protection of personal information about employees, clients, or other individuals. The Supreme Court has defined privacy as the right to be let alone.

16. 10-16 Managing Information Privacy Conflict Between Employer and Employee Refers to... • What can employers find out? See page 396. the employee抯 right to privacy versus the company抯 need to have information on its employees.

17. 10-17 Managing Information Employers Need Information on Employees to... • Hire the best possible employees • Protect themselves from liability • Satisfy legislative demands

18. 10-18 Managing Information Privacy Conflict Between Business and Customers Refers to... • What can businesses find out? See page 397. the customer抯 right to privacy versus the company抯 need to know about the customer in order to provide the customer抯 moment of value.

19. 10-19 Managing Information Businesses Need Information on Customers to... • Identify potential customers and tailor goods and services to their preferences. • Provide perfect service to customers.

20. 10-20 Managing IT MANAGING INFORMATION TECHNOLOGY • Control of IT Components • Ergonomics • Disaster Recovery

21. 10-21 Managing IT Control of IT Means... • Striving for interoperability • Keeping track of costs

22. 10-22 Managing IT INTEROPERABILITY also called standardization, means that IT equipment and software components are compatible. • The phone system has interoperability - you can connect any modem or answering machine to any phone line.

23. 10-23 Managing IT COST CONTROL PCs are expensive to operate because of such considerations as... • Repair • Inventory of spare parts • Software updates • Hardware updates

24. 10-24 Managing IT ERGONOMICS is the study of how to design and arrange your workplace so that you can achieve maximum productivity and reduce discomfort and adverse health effects.

25. 10-25 Managing IT REPETITIVE STRAIN INJURY (RSI) also referred to as cumulative(累积的) trauma(损伤) disorder(失调) (CTD), is characterized by headache, neckache, eyestrain, wrist pain, fatigue(疲劳), and stress caused by repetitive actions. • RSI is the leading cause of injury, productivity loss, and financial strain on small businesses. • How do you avoid RSI? See page 402. • How much does RSI cost business? See page 402.

26. 10-26 Managing IT A DISASTER RECOVERY PLAN is a plan for anticipating and recovering from undesirable events that cause loss and damage to your IT system. This plan should include consideration of... • Customers • Facilities • Knowledge workers • Business information • Computer equipment • Communications infrastructure

27. 10-27 Managing Knowledge Workers MANAGING KNOWLEDGE WORKERS • Telecommuting • Cultural Diversity • Ethics How important are knowledge workers to your business? See page 406.

28. 10-28 Managing Knowledge Workers TELECOMMUTING • Telecommuters are employees who don抰 come into work everyday in the traditional sense. • Setting up a telecommuting program requires careful management. You must consider: • Why • What • Who • How • Where

29. 10-29 Managing Knowledge Workers The 揥HY?of Telecommuting Telecommuting should be introduced for business reasons, such as... • Increased productivity • Reduced costs • Retention of employees

30. 10-30 Managing Knowledge Workers The 揥HAT?of Telecommuting The best kind of jobs for telecommuting are those for which output is relatively self-contained such as the work of accountants, insurance claims processors, software developers, or sales representatives.

31. 10-31 Managing Knowledge Workers The 揥HO?of Telecommuting The best candidates for telecommuting are knowledge workers who... • Can produce results independently • Are self-starters • Can manage time well • Can balance work and home life

32. 10-32 Managing Knowledge Workers The 揌OW?of Telecommuting A successful telecommuting program requires... • Trust on the part of the supervisor • Accountability on the part of the employee • Clear policies on what is expected • Explicit assignment of costs • IT resources for the telecommuters

33. 10-33 Managing Knowledge Workers The 揥HERE?of Telecommuting Two arrangements of central office space are possible for telecommuters. • HOTELING - knowledge workers reserve space in advance. • MOTELING - space is allocated on a first-come-first-served basis.

34. 10-34 Managing Knowledge Workers CULTURAL DIVERSITY is the difference in behavior and attitude between people from different cultures. Why worry about cultural diversity? See page 412.

35. 10-35 Managing Knowledge Workers CULTURE SHOCK is the disorientation and confusion that you experience when you抮e accustomed to one culture and suddenly find yourself in another, where signals, behavior, and beliefs are different. Have you ever felt culture shock? See page 414.

36. 10-36 Managing Knowledge Workers Three Stages of Adjustment to a New Culture • Isn抰 that neat - differences are interesting. • Isn抰 that stupid - differences are irritating. • It抯 different, but it抯 fine - differences are no longer remarkable.

37. 10-37 Managing Knowledge Workers ETHICS are the sets of principles or standards that help guide behavior, actions, and choices. How can information be misused? See pages 414-416.

38. 10-38 Managing Knowledge Workers Kohlberg抯 Model of Ethical Development Has 3 Levels of Motivation • PREADOLESCENT - fear of punishment. • ADOLESCENT - peer pressure. • ADULT - doing the 搑ight?thing.

39. 10-39 TO SUMMARIZE • Having an effective IT system involves managing information, IT components, and knowledge workers. • Managing information means: • Understanding the role of information • Providing access to the right information at the right time in the right form • Protecting IT systems from loss and damage, both malicious and unintentional • Protecting personal information on clients, employees, and others.

40. 10-40 TO SUMMARIZE • Managing information technology means: • Ensuring interoperability of IT components • Arranging IT components for maximum knowledge-worker productivity • Anticipating and planning for disaster.

41. 10-41 TO SUMMARIZE • Employees are the most important resource in any company. • Managing knowledge workers includes recognizing and accommodating differences in employees by such means as • Having a telecommuting program to allow varying work schedules • Recognizing cultural diversity • Establishing and maintaining an ethical work environment.