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CHAPTER 1 INTRODUCTION:PERSPECTIVES ON BUSINESS TELECOMMUNICATIONS 1

The Revolution in Process 2

Telecommunications as a Core Business Competency 3

Questions of Interest to Managers and Strategists 5

Staying Abreast of Current Developments 6

Reach and Range 6

Three Key Perspectives on Telecommunications 9

Further Reading 10

Questions for Review and Discussion 10

Summary 10

CHAPTER 2 TELECOMMUNICATIONS APPLICATIONS IN BUSINESS 12

Core Business Processes 13

Profile:Wal-Mart 14

Typical Second-Generation Applications 17

Profile:Integrating Project Management with Microsoft Applications 25

Profile:Contemporary Human Resources Departments 27

Enterprise Management 28

Further Reading 33

Summary 33

Questions for Review and Discussion 33

CASE STUDY:BOEING S USE OF TELECOMMUNICATIONS SYSTEMS TO DEVELOP THE 777 34

Analytic Tools:Value Chain Worksheet,Supply Chain Worksheet,and Three Cs Analysis 37

CHAPTER 3 THE TELECOMMUNICATIONS BUSINESS 41

The Core Industries 43

Convergence 50

Profile:Sprint-France Telecom-Deutsche Telekom 58

The Emerging Global Telecommunications Industry 59

Profile:The @Home Network 61

Summary 63

Questions for Review and Discussion 64

Further Reading 64

CASE STUDY:THE ORLANDO FULL SERVICE NETWORK 65

Analytic Tools:Driving Forces Analysis;Competitive Advantage in an Era of Hypercompetition 69

CHAPTER 4 GOVERNMENT REGULATION OF TELECOMMUNICATIONS 73

Standard Setting and Regulation 74

The Interests of Regulators 76

Forms of Regulation 77

Profile:Telecommunications in Hong Kong 79

Profile:The Federal Communications Commission 81

The Dynamics of Deregulation 82

Profile:World Trade Organization Global Information Infrastructure Initiative 83

Effects of Deregulation in the United States 84

Profile:United Telecom(Sprint) 86

Summary 92

CASE STUDY:THE TELECOMMUNICATIONS ACT OF 1996 93

Further Reading 93

Questions for Review and Discussion 93

Analytic Tools:Stakeholder Analysis;The Skopec Three-Phase Model 99

CHAPTER 5 NETWORK FUNDAMENTALS 102

Transportation Analogy 103

General Network Features 104

Applications and Signals 105

Terminals 107

Transmission Media 109

Profile:The Network PC 110

Efficient Use of Transmission Media 114

Switching and Routing 116

Architecture 117

Protocols 119

Summary 120

Questions for Review and Discussion 122

Further Reading 122

CHAPTER 6 THE PUBLIC SWITCHED TELEPHONE NETWORK 123

Structure of the PSTN 124

Country Profiles 124

Specialized Business Services 128

New Uses for Old Wires 132

Profile:Competing ADSL Standards 134

Profile:Enhanced Telephones 135

Emerging Terminals 136

Summary 137

Questions for Review and Discussion 137

Further Reading 138

CASE STUDY:ISDN DEPLOYMENT IN THE UNITED STATES 138

Analytic Tools:Customer Segmentation;Price-Performance Analysis;Increasing Returns 141

CHAPTER 7 LOCAL AREA NETWORKS 145

LAN Generations 145

Logical Structure and Operation 147

Specialized LAN Devices 149

Profile:Cisco Systems 152

Ethernet 153

Current Developments 155

Profile:Alberta Energy Company 156

Summary 158

Questions for Review and Discussion 159

Further Reading 159

CASE STUDY:ROCKFORD CORPORATION 159

Analytic Tools:Network Demand Analysis;Justifying Network Improvements 162

CHAPTER 8 WIRELESS NETWORKS 165

Applications 167

Profile:T.G.I.Friday s 169

Profile:Bell Atlantic s Wireless Cable Operations 172

Profile:The Teledesic Vision 173

Architectures 174

Transmission Schemes 178

Summary 181

Questions for Review and Discussion 181

Further Reading 181

CASE STUDY:THE DEPLOYMENT OF PCS IN THE UNITED STATES 182

CHAPTER 9 THE INTERNET AND ELECTRONIC COMMERCE 185

Evolution of the Internet 187

Internet Services 190

Commercialization of the Internet 193

Profile:Electronic Data Gathering and Retrieval(EDGAR) 194

Profile:Internet Users 196

Profile:Personal Computer Financial Network(PCFN) 198

Profile:The Total Entertainment Network(TEN) 200

Concerns about Uses of the Internet 201

Summary 202

Questions for Review and Discussion 202

Further Reading 202

CASE STUDY:THE BLACKSBURG ELECTRONIC VILLAGE 203

Analytic Tool:Real Options 212

CHAPTER 10 EMERGING BUSINESS APPLICATIONS 215

Porter s Value Chain and New Applications 217

Telecommuting and Virtual Organizations 218

Profile:The Smart Valley Consortium 221

Promising New Business Telecommunications Applications 222

Profile:PictureTel 223

Audio and Video on the Internet 225

Profile:RealNetworks 226

Virtual Reality 228

Profile:The University of Washington Human Interface Technology(HIT)Lab 229

The Informedia Project 231

Summary 233

Questions for Review and Discussion 234

CASE STUDY:TELECOMMUTING AFTER THE SAN FERNANDO VALLEY EARTHQUAKE 234

CHAPTER 11 CAPITALIZING ON NEW REALITIES IN TELECOMMUNICATIONS 236

Business Process Reengineering 237

Business Process Reengineering in Telecommunications 239

Telecommunications and the Knowledge Economy 242

Profile:First World 243

Summary 250

Questions for Review and Discussion 250

Further Reading 251

CASE STUDY:TELECOM ITALIA-A COMPLEX SERVICE PROVISIONING PROCESS 251

Analytic Tools:Knowledge Gap Assessment;Return on Knowledge 256

CHAPTER 12 RESHAPING OUR WORLD 262

Business Trends 263

Information Technology Trends 267

Telecommunications Industry Trends 271

Social Trends 275

Questions for Review and Discussion 279

Further Reading 279

APPENDIX 1:GUIDE TO CASE ANALYSIS 280

Steps in Case Analysis 281

Preparing Written and Oral Presentations 282

Working with a Case Team 283

APPENDIX 2:USING THE INTERNET TO EXPAND YOUR RESOURCES 285

INDEX 286