CONTENTSCHAPTER 1
THE VIRTUAL ORGANIZATION：BECOMING BIGGER THAN YOU ARE 1O 2
CHAPTER 2
THE INFORMATION AGE IN WHICH YOU LIVE 2
CHAPTER 3
CHAPTER 4
Changing the Face BusinessWould You Paint Your House With Yogurt？THE MANAGEMENT INFORMATLON S？YSTEMS CHALLENGE 5
CHAPTER 5
What Businesses Do 5
Photo Essay 1-1 Information Is Big Business 6
CHAPTER 6
Customer Moment of Value 7
CHAPTER 7
CHAPTER 8
Team Work--Defining Customers and Their Moment of Value 8
The Role of Information Technology 9
CHAPTER 9
Getting the Right Airline Information When You Want It 9
CHAPTER 10
Using Information Technology to Share 100 Million Pages of Information 10
CHAPTER 11
CHARACTERISTICS oF ToDAY'S NEW EUSINESS 11
Globalization 11
Competition 12
The Virtual Workplace and Telecommuting 13
On Your Own-I Want It！ 13
Information as a Key Resource 13
Electronic Commerce 14
Pizza Hut，Kentucky Fried Chicken，and Taco Bell in One Database 14
Global Perspective-Bloomberg Mobilizes Its Customers 15
KRFX 103．5 The Fox Radio Station Gets Sly on the Internet 16
Supporting Information--Processing Tasks in an Organization 17
Knowledge Worker Computing 17
INFORMATION TECHNOLOGY:ITS ROLE IN THE NEW BUSINESS 17
Information Technology as an Enabler of Innovation 18
On Your Own-Redefining Business Operations Through IT Innovation 19
Ski Aspen！ 19
Information Technology As a Collapser of Time and Space 19
MCI and Its 1 Rrillion Bytes 20
Dimensions of Information-Defining Information Value 20
INFORMATION：A NEW KEY BUSINESS RESOURCE 20
Charging Your Information 21
Global Perspective-The Language of the Internet 22
KNOWLEDGE WORKERS：INFORMATION AND TECHNOLOGY USERS 23
Team Work-Would You Like Some Information with your Coffee？ 23
Being an Information-Literate Knowledge Worker 24
Chasing the Latest Fashions at J．C．Penney 25
Open Wide and Let Everyone See Your Information 26
Being a Socially Responsible Knowledge Worker 26
On Your Own-E-Mail：Electronic Mail or Expensive Mail？ 28
Closing Case 1：Information Sells Disney Resorts 29
Knowledge Worker’s Checklist 30
Closing Case 2：Does Acxiom Know Your Height and Weight？ 30
Real HOT Electronic Commerce：Business and You on the Internet--Finding a Job Through the Internet 32
INFORMATION TECHNOLOGY SYSTE？S 36
Supporting Information ProcessingLevi Strauss Is Losing its Pants to Vanity FairAN ORGANIZATION 39
INFORMATION IN AN ORGANIZATION 40
Shared Information Through Decentralized Computing 40
How Information Flows in an Organization 43
Information-Processing Tasks in Your Organization 45
What Information Describes 45
On Your Own-Determining Savings Rates at Banks and Savings and Loans 46
Analytical Processing Keeps Union PacificonTrack 47
TRANSACTION PROCESSING AND CUSTOMER INTEGRATED SYSTEMS 48
Transaction Processing Systems 48
Customer Integrated Systems 49
Global Perspective-Will the London Stock Exchange Come Falling Down？ 50
Customer Integrated Systems，the Internet，Concerts，and Movies 51
On Your Own-Going Customer-Oriented at Your School 51
MANAGEMENT INFORMATION SYSTEMS 52
WoRKGRoUP SUPPoRTSYSTEMS 54
Johnson Johnson’s Management Information System Creates Virtual Financial Statements 54
Practicing Medicine with Groupware and the Internet 55
Groupware 56
Team Work-Maximizing Team Efforts and Groupware 58
Work Flow Automation Software and the Paperless Office 59
Photo Essay 2-1 Lotus Notes The Leader in Groupware 60
DECISION SUPPoRT SYSTEMS AND ARTIFICIAL INTELLIGENCE 62
Decision Support Systems 62
Predicting Room Rates a Year in Advance 63
Curing Computer Viruses 64
Artificial Intelligence 64
EXECUTIVE INFoRMATION SYSTEMS 65
Key Features of an Executive Information System 66
Calgary Co-op Beats the Larger Chains with an Executive Information System 66
Have Executive Information Systems Been Misnamed？ 67
INTERORGANIZATIINAL SYSTEMS 68
Quaker Oats Hopes to Move Snapple Electronically 69
SoME FINAL THORGHTS ABOUT IT SYSTEMS IN ORGANIZATIONS 70
Global Perspective-Caterpillar Moves Fast Around the World 70
Team Work-Creating Interorga nizational Systems with theInternet 71
On Your Own Information-Processing Responsibilities 71
Knowledge Worker’s Checklist 72
Closing Case 1：Marriott Takes Information Technology Around the World 72
Closing Case 2：AlliedSignal Serves Up Its Very Own Groupware 74
Real HOT Electronic Commerce-Building the Perfect Web Page 75
STRATEGIC AND COMPETITIVE OPPORTUNITIES 78
Using IT to Generate Organizational HorsepowerCreating Vision for A New Way to Do BusinessINTRODUCTION 80
Gaining a Competitive Advantage 80
What Exactly Is Organizational Horsepower？ 81
ORGANIZATIONAL HORSEPOWER：FORCE AND SPEED COMBINED 81
The Strategies for Increasing OHP 82
Achieving Competitive Advantage Using OHP 83
Total Quality Management 84
QuALITY：VOUR COMPETITIVE FOUNDATION 84
Meeting Customer Expectations through a Quality Standard 85
THE JUST-IN-TIME APPROACH：NO PRODUCT BEFORE ITS TIME 87
Team Work-Getting to the Bottom of a New Customer Plan 87
But Why Just-In-Time？ 88
TEAMS IN AN ORGAHIZATION： MORE THAN JUST DEPARTMENTS 89
Just-In-Time Surgery88 Just-In-Time Supported by Sophisticated Technolo-gy 89
Information Technology Enables Teams 90
THE INF ORMATION PARTNERSHIP：LEARNING TO SHARE 91
Learning to Collaborate at Nabisco 91
An Information Partnership for OHP Speed 92
An Information Partnership for OHP Force 92
Retailers Who Avoid Safety 93
AnInformation Partnership for OHP Force and Speed 93
TIMELESS AND LOCATIONLESS OPERATIONS：ANYWHERE，24 HOURSA DAY 94
But What Operation？ 95
Who Are You Calling？ 96
In Support of the Telecommuter 97
THE TRANSNATIONAL IIRM：EVERYWHERE YOU WANT TOBE 98
Key Timeless and Locationless Ingredients 98
Wh ere the Left and Right Sides of the Brain Meet 98
Transnational Firm critical Success Factors 99
Photo Essay 3-1 Three Configurations for Operating Internationally 100
Transnational Firm Challenges 101
Global Perspective-Listening All Overthe World 101
Special Information Technology Considerations for the Virtual Organization 103
Global Perspective-Paperless Payments 103
On Your Own-Is a Virtual Organization Right for You？ 104
THELEARNING ORGANIZATION： THE ORGANIZATION THATNEVER STOPS LEARNING 104
How Information Technology Can Help Your Organization Overcome Learning Bamiers 105
On Your Own-Seeing Beyond What You Do 106
For Sale：One Million Dollar CAVEs 107
SELECTING AND ADOPTING ORGANIZATIONAL HORSEPOWER STRATEGIES：HOW INFORMATION TECHNOLOGY ENABLES ORGANIZATIONAL TRANSFOR·MATION 108
Selecting an Organizational Horsepower Strategy 108
Adopting an Organizational Horsepower Strategy 108
What Is the Business Process Reengineering Improvement Process？ 109
Adopting a Transnational Strategy，Radically 109
On Yonr Own-Creating a New Process at Brothers Copiers 111
Team Work-Finding the Best Organizational Horsepower Strategy for Your Industry 112
Don’t Forget Quality 112
Closing Case 1：GE Transforms Itself 113
Knowledge Worker’s Checklist 114
Closing Case 2：3M Fights Back 114
Real HOT Electronic Commerce：Business and You on the Internet-Investing on the Internet 116
DATABASES AND DATA WAREHOUS 118
Processing Information in the Form of Transactions 120
A Gold Mine of InformationUsing Databases and Data Warehouses Instead of Shopping CartsINFORMATION IN AN ORGANIZATION REVISITED 120
using Information to Make a Decision 120
Managing Information While It Is Used 121
THE DATABASE AND DATABASE MANAGEMENT SYSTEM ENVIR ONMENT 123
Be in My Database and I'll Take You on a Cruise 123
What Is a Database？ 124
Global Perspective-Standardizing Information Means Ensuring Quality in Australia 126
What Is a Database Management System？ 127
Saving Lives with Information 128
Team Work-Defining Information Privileges during University Registration 132
On Your Own-DBMS Support for OLTP，OLAP and Information Management 133
Finance Firms Put on the Technology Gloves foraRealFight 134
THE RELATIONAL DATABASE MODEL 134
THE OBJECT·ORIENT？D DATABASE MODEL 135
Using a Database to Dominate Niche Marketing 137
KNOWLEDGE WORKER COMPUTING ANDDEVELOPING YOUR OWN DATABAS？ 138
Reengineering Through Objects 139
Step 1：Defining Entity Classes and Primary Keys 139
Step 2：Defining Relationships Among Entity Classes 140
On Your Own-Finding One-to-One Relationships in the Real World 141
Step 3：Defining Information（Fields）for Each Relation 143
Team Work-Building an E-R Diagram for the Video Rental Store 143
Step 4：Using a Data Definition Language to Create the Database 145
DATA WAR？HOUSING AND DATA MINING：PROSPECTING FOR GOLD IN INFORMATION 145
Getting People Involved Can Be More Difficult than Building a Database 146
What Is a Data Warehouse？ 146
Data Warehouses Help Sega Sell Video Games 147
What Are Data Mining Tools？ 148
Team Work-Politically Correct Data Mining 148
Important Considerations in Using a Data Warehouse 149
On Your Own-How Up-To-Date Should Data Warehouse Information Be？ 150
Tracking Historical Sales with Data Warehouses 151
How Will Changes in Technology Affect Organizing and Managing Information？ 152
MANAGING THE INFORMATION RESOURCE IN AN ORGANIZATION 152
Who Should Oversee the Organization’s Information？ 153
What Types of Database Modelsand Databases Are Most Appropriate？ 153
Global Perspective-Databases and Data Warehouses Are Just What the Doctor Ordered 153
What Are the Ethics Involved in Organizing and Manag-ing Information？ 154
Is Database Information Free on the Internet？ 154
Is Information Ownership a Consideration？ 154
How Should Databases and Database Applications Be Developed and Maintained？ 155
Closing Case 1：Zeneca Pharmaceuticals Cures Its Problems with a Data Warehouse 155
Knowledge Worker’s Checklist 156
Closing Case 2：What Happens When Your Data Warehouse Is Too Big，Too Good，and Too Hard to Use？ 157
Real HOT Electronic Commerce：Business and You on the Internet-Performing Online Database Searches 158
DECISION SUPPORT AND ARTIFICIAL INTELLIGENCE 162
Brainpower for Your BusinessA Decision Support System to Save LivesDECISIONS,DECISIONS,DECISIONS 164
Types of Decisions You Face 164
On Your Own-Identify the Decision Types 166
How You Make a Decision 166
DECISION SUPPORT SYSTEMS 167
Components of a Decision Support System 167
Hormel Foods Beefs Up Sales 169
Hallmark Stocks While the Craze Is Hot 170
Decision Support Systems-To Build or Not to Build 171
Pizzeria Decisions 171
Ethical Questions in Decision Support Systems 172
GROUP DECISION SUPPORT SYSTEMS：IT POWER FOR TEAM MEETINGS 173
The Team Decision-Making Process and You 174
Key Components in a Group Decision Support System 175
Finding What to Fix at IBM 176
Meetings：A Fact of Life in Business 176
Meetings When and Where You Want to Be 177
Bank Executives Don’t Get Out Much These Days 178
On Your Own-How Can a GDSS Help？ 179
CEOGRAPHIC INFORMATION SYSTEMS：WORDS AND PICTUR？S 180
Directions in Cyberspace 180
Global Perspective-GISs Take a Bite Out of Crime in England 181
ARTIFICIAL INTELLIGENCE：WHERE NO MACHINE HAS GONE BEFORE 183
EXPERT SYSTEMS：FOLLOWING THE RULES 184
Components of an Expert System 185
Global Perspective-Employees Are“Expertly”Paid 187
You，Too，Can Have an Expert System 188
What Expert Systems Can and Can’t Do 189
Playing Traffic Cop in Crowded Skyways 190
Ethical Questions in Expert Systems 190
Team Work-Traffic Lights Revisit-ed 191
N？URAL NETWORKS：THEYLEARN BY EXAMPLE 191
Doctor，It Only Hurts When I Laugh！ 192
Team Work-What Input Would You Have to Provide the Neural Network？ 193
Training a Neural Network 193
Would You Like to Have a Neural Network？ 193
Ethical Questions in Neural Networks 194
IBM’s Antivirus Warriors Are Armed with Neural Networks 194
GENETIC ALGORITHMS：IT'S A MATTER OF BREEDING 195
Team Work-Planning the Olympics 195
Photo Essay 5-1 Artificial Intelligence Systems in Action 196
INTELLIGENT AG？NTS：TIRELESS ASSISTANTS 198
Decision Support Systems and Artificial Intelligence 199
COM？INING IT BRAINPOWER SYSTEMS：ATTACKING THE PROBLEM ON MULTIPL？ FRONTS 199
Hybrid Intelligent Systems 200
Closing Case 1：Milk Collection in Rural India 201
Knowledge Worker’s Checklist 202
Closing Case 2：Australia Uses an Expert System to Evaluate Worker Injuries 202
Real HOT Electronic Commerce：Business and You on the Internet-Surfing for Success in a New Business 204
NETWORKS 208
Technologies for Electronic CommerceUsing Networks to Eliminate Paper in the Pulp and Paper IndustryCLIENT/SERVER：THE ？MER GING BLUEPRINT FOR NETWORKS 211
Client/Server as a Business Model 212
Types of Client/Server Implementations 213
Distributed Data Warehouses in a Client/Server Environment 216
The Advantages and Disadvantages of Client/Server 218
Client/Server Helps Eliminate the Patient Paper Chart 218
The Keys to Client/Server 219
NETWORK ENASLING TECHNOLOGIES AND CONCEPTS 220
Team Work-Defining Client/Server Implementation Models 220
Communications Service Providers：The Issue of Network Ownership 221
Photo Essay 6-1 Types of Networks：Different Networks You’ll Find in Use today 222
Photo Essay 6-2 Communications Media：ThePaths over Which Information Travels 225
Phoro Essay 6-3 Communications Processors：The Connections within a Network 228
Photo Essay 6-4 Communications Methods，Standards，and Protocols：The Manner in Which Information Is Communicated 232
？L？CTRONIC COMMERCE：PERFORMING NETWORK-ENABLED BUSINESS 236
On Your Own-Assessing the Benefits of Networks by Ownership 236
Electronic Data Interchange：Ordering Products and Services Electronically 237
Electronic Funds Transfer：Moving Money Without Handling It 238
Peapod Gets Customer Integrated with Electronic Commerce 238
Individual-ized Electronic Advertising：Reaching the Exact Customer 240
Global Perspective-The Toronot Stock Exchange Gets“Virtual”with EDI and EFT 240
Knowing More than Your Competitors：Gathering Competitive Intelligence 241
Inns Outs Is the Internet Source for Bed Breakfast Information 242
On Your Own-Gathering Competitive Intelligence for a New Business 243
Intranets：The Internet Within 243
Geffen Records Rocks and Rolls on the Internet and Its Intranet 245
Global Perspective-Intranets Offer a Worldwide Solution to Sharing Information 246
Telecommuting：Empowering Employees to Work Regardless of Location 246
How Electronic Commerce Will Affect the Business WorId 248
AT T Tells Employees to Stay Home and Phone in for Work 248
Pepsi’s Real Thing Is Wireless Telecom-muters 249
Team Work-Combining Organizational Strategies and Electronic Commerce 250
Chrysler Doesn’t want Ford to See Its Intranet 251
NETWORK PERFECT SERVICE：RANGE,REACH,AND RESPONSIVENESS 251
FedEx Takes Shipping to a Whole New“Value-Added”Dimension 253
Perfect Delivery：The Relationship among Reach，Range，and Responsiveness 253
Team Work-Defining the Relationship among Reach，Range，and Responsiveness 254
Closing Case 1：Promina Health Systems Treats the Paper Disease with an Intranet 254
Closing Case 2：Avex Electronics Wants to Go Web-Wild with Electronic Data Interchange 255
Knowledge Worker’s Checklist 256
Real HOT Electronic Commerce：Business and You on the Internet-Getting Medical HelpontheInternet 258
EMERGING TECHNOLOGIES 262
Innovaions for TomorrowHollywood Goes High Tech to Create Sensation on the Screen？RGING TECHNOLOGIES FOR ALL TH？ SENSES 265
3-D：Technology for Real Sight 265
Automatic Speech Recognition：Conversing with Your Computer 266
Global Perspective-If You Can’t Speak It，Write It 269
Multimedia：A Gold Mine of Information in Sight and Sound 270
On Your Own-Understanding the Speed of Automatic Speech Recognition 270
Showing Products through Multimedia in the Grocery Store 272
Paper and Ink May Be in the Past for the Chicago Tribune 273
Virtual Reality：Making You Feel Like You’re There 278
Virtual Reality Simplifies Patient’s World 279
Piping VIrtual Reality through an Intranet 281
Some Final Thoughts About Emerging Technologies for All the Senses 281
TH？ INTERNET EXPLOSION：EMER GING ALL AROUND YOU 282
Electronic Cash：Virtual Money on the Internet 282
Creating an Internet-Exclusive Bank 284
Converging Technologies for Communicating through and Accessing the Internet 284
On Your Own-Finding Electronic Cash on the Internet 285
Global Perspective-International Electronic Cash 285
I Want My WebTV 288
THE WIRELESSREVOLUTION：VIRTUAL CONNECTIVITY 289
Wireless Technologies for Mobilizing People 289
Wireless Technologies for Mobilizing Technology 291
Addressing the“Ility”Issue of Wireless Technolo-gies 292
Global Positioning System Helps Harvest Crops 292
EMER GING TECHNOLOGIES FOR YOUR PERSONAL LIFE 293
Smart Cards：Electronic Cash in Your Wallet 293
Wireless LANs-A Competitive Necessity or a Life Saver？ 294
Intelligent Home Appliances：Getting the Computer to Do Your Work（Almost） 294
Team Work-Finding Home Appliances with a Brain 294
Taco Bell and Pizza Hut Use Fuzzy Logic to Make Decisions 295
Knowledge Worker’s Checklist 296
Closing Case 1：Airlines Are Using Technology to Make Your Travel-ing Easy 297
Closing Case 2：Do-It-Yourself Scanning at the Grocery Store 298
Real HOT ElectronicCommerce：Business and You on the Internet-News，Weather，and Sports Information on the Internet 299
PLANNING FOR IT SYSTEMS 302
Knowing Where You’re GoingChaos in CaliforniaALIGNING ORGANIZATIONAL GOALS AND INFORMATION TECHNOLOGY：ISN'TIT TOO LATE？ 305
IT Fusion：Bringing Business and Technology Together 307
Porter’s Competitive Forces Model：Fighting Back with IT 308
Accumulating Frequent Flier Miles“Trans-parently”at US Air 308
Competitive Intelligence：What Are They Up To？ 310
IDENITFYING SP？CIFIC PROCESSES：BUILDING BETTER PROCESSES WITHINFORMATION TECHNOLOGY 312
Schwab Eliminates the Middleman310 Motorola Had More Intelligence than It Knew 312
The Value Chain Method：Searching for Specific processes 313
Finding a Way to Add Value 313
IDENTIFYING SPECIFIC INFORMATION：GETTING PEOPLE WHAT THEY NEED,WHEN THEY NEED IT 316
An Information Architecture：Uniting People and Information 316
Team Work-Finding Value at Your Bookstore 317
Obtaining Information Wherever，Whenever 318
Critical Success Factors：Supporting Your Goals with Information 319
Does It Matter Where You Keep Your Information？ 320
Business Systems Planning：Supporting Cunent and Future Information Needs 321
What’s Critical to H J Heinz’s Success？It Depends on Who You Ask？ 321
On Your Own-Defining Information Requirements with Critical Success Factors 322
？VALUATNG INFORMATION TECHNOLOGY SYSTEMS：SELECTING FROM THE POSSIBILITIES 323
Using Technology So Customers Make the CardinalChoice 324
Cost-Benefit Analysis Method：Bad News，Good News 324
Risk Analysis Method：Will It Succeed？ 325
Global Perspective-Everyone Benefits from GE’s Information Technology 326
Capital Investment Analysis Method：Is It Worth It？ 327
Contingency Planning：What You Can’t Live Without 328
Planning for the Inevitable at John Wiley Sons 328
CONTINGENCY PLANNING：PLANNING FOR WHAT YOU CAN'T LIVE WITHOUT 328
Team Work-Betting on Disaster 329
THE INFORMATION TECHNOLOGY SYSTEMS PLAN：PUTTINGIT ALL TOGETHER 331
Global Perspective-Ansewring When at Pratt Whitney 332
Closing Case 1：Getting Everyone on the Same Page at NationsBank 333
On Your Own-Is This the Right Systems for You？ 333
Knowledge Worker’s Checklist 334
Closing Case 2：Competitive IT 335
Real HOT Electronic Commerce：Business and You on the Internet-Finding Investment Opportunities on the Internet 336
DEVELOPING IT SYSTEMS 340
Bringing IT Systems to LifeProgrammers Get One Slice of Pizza for Every Nine Lines of CodeSYST？MS DEVELOPMENT IS A QUESTION-AND-ANSWER SESSION 342
Why Is Your Participation Important？ 342
Systems Development：What，When，Who，and How？ 343
“Can You Take Your Own Order Please？” 343
INSOURCING AND THE TRADITIONAL SVSTEMSDEVELOPMENT LIFE CVCLE 345
Matching IT Planning with Business Planning 346
Step 1：Planning-Establishing an IT Plan to Meet the Strategic Plans of the Organization 347
Photo Essay 9-1 Resource Discovery Services at Work 348
SteD2：Scoping-Defining the Scope of the Proposed System 350
Step 3：Analysis-Determining the Logical Requirements for the Proposed System 351
Step 4：Design-Convert the Logical Requirements into a Technical System Design 353
Step 5：Implementation-Creating the New System355 Step 6：Support-Providing Ongoing Support 356
When Runaway Projects Affect Your Life 356
Planning for Change with Object-Oriented Technologies 357
SELFSOURCING AND PROTOTYPING：？MPOWERING KNOWLEDGE WORKERSTO DEVELOP THEIR OWN S？STEMS 358
Team Work-Your Responsibilities During Each Step of the SDLC 359
Prototyping：Building Modeis 359
Global Perspective-Thai Airways Uses Prototyping to Compete for International Flights 360
The Slefsourcing Process 362
Time Waarner Lets Knowledge Workers Develop Property Tax Returns 364
On Your Own-How Have You Selfsourced？ 365
OUTSOURCING：COING OUTSIDE FOR TECHNOLOG？AND SYSTEMS DEVELOPMENT 365
The Outsourcing Process 366
Want to Reduce Your Inventory？Buy Software 367
On Your Own-A Request for Proposal and the Systems Development Life Cycle 369
Global Perspective-Creating Out-sourcing Alliances to Avoid Finger-Pointing 370
The Advantages and Dasadvantages of Outsourcing 370
Outsourcing the Availability，Speed，and Security of a Network 371
OTHER TOOLS ANDMETHODS FOR SUPPORTING THESYSTEMS D？VELOPMENT PROCESS 372
Computer-Aided Software Engineering：Software for Automating the Development of Software 372
CASE Tools Help Baby Bells Compete 375
Joint Application Development：Defining and Building Systems as a Team 376
Team Work-Automating Joint Application Development 377
Combining Prototyping and JAD-It’s RAD 378
On Your Own-Mathcing IT Systems to the Who of Systems Development 379
Knowledge Worker’s Checklist 380
Closing Case 1：AT T Goes Global with CASE 381
Closing Case 2：Deregulation in Utilities Stirs Up Systems Development 382
Real HOT Electronic Commerce：Business and You on the Internet-Ordering Products on the Internet 383
MANAGING IT SYSTEMS 386
The Role of Information：Raw Material and Capital 389
Staying on TrackTo Whom Do Doctors Go For Help？MANAGING INFORMATION 389
Access to Information 390
Hyatt Offers More than a Room and a Bed 390
A prescription for Good Health Care 391
Training a Revolving Workforce 392
On Your Own-Get Your Information While It s Hot！ 393
Security：Is Your Information Safe？ 393
Service That Fits 394
Privacy：Is It an Invasion or Just Good Business？ 396
Global Perspective-Who Owns PersonalInformation in Other Parts of the World？ 398
MANAGING INFORMATION TECHNOLOGY 399
Control：Taking Charge of Components and Costs 400
Ergonomics：Are You Sitting Comfortably？ 401
IBM Goes for Interoperability Gold 401
Disaster Recovery：Murphy’s Law Applies 402
Chevron Becomes Cost ConscioUs 402
On Your Own-Is Your Computer a Health Hazard？ 403
MANAGING KNOWLIDGE WORKIRS 405
Boat-men’s Sails through Waves of Information 405
They practiced What They Preached 406
Telecommuting：Home Is Where the Office Is 407
Team Work Could You Work a Help Desk？ 411
Global Perspective-Going to College without Going to College 412
Cross-Cultural Diversity：A Mile or Two in Different Shoes 412
Team Work-Pcik a Country 414
Ethics：What’s Right？ 415
Roadway Services：A Moving Experience 415
Team Work-What Would You Do？ 416
Knowledge Worker’s Checklist 418
Closing Case 1：Don’t Fence Me In 419
Closing Case 2：Let There Be Light 420
Real HOT Electronic Commerce：Business and You on the Internet-Business Travel 421
PREPARING FOR THE FUTURE 426
Security，Privacy，and Ethics 428
It’s Your WorldThe Business of the Future-The Cyber CorporationTHE BUSINESS ENVIRONMENT OF TOMORROW 428
Your Health Care Supported by a Virtual Health Care Organization 429
Organizational Horsepower Strategies that Focus on Organizational Structure 429
Information Technology as an Essential Enabler of Innovation 429
Team Work-What Will Be Most Important for Business and You in the Future？ 430
The Convergence of Business and Information Technology Planning 430
The Agile Yet Fleeting Nature of Cybercorps 431
Information Technology as Essential for Doing Any Kind of Business 431
Technology Is Now Standard for Shipping Products Around the World 431
Knowledge Workers Will Be Everywhere Doing Everything 432
THE KNOWLED？WORKER OF TOMORROW 432
Knowledge Workers Will Possess General Skills that Include Communica-tion，Interpersonal，Decision-Making，and Time and Project Management Skills 433
Team Work-Information Technology for Supporting General Skills 433
On Your Own-What Skills Do You Need？ 434
Knowledge Workers Will Be Systems Developers 434
Knowledge Wcrkers Will Possess IT Skills in the Areas of Personal Productivity Software and Networking 434
Knowledge Workers Will Be Data Miners 434
INFORMATION T？CHNOLOGV OF TOMORROW 435
Knowledge Workers Will Become Just Workers 435
Knowledge Workers，for the Most Part，Will Be Telecommuters 435
Knowledge Workers Will Be a“Jack of All Trades，and Master of One” 435
Mass Customization Through Information Technology 436
Electronic Data Interchange Will Be a Requirement for Doing Business 436
Customer Integrated and Workgroup Support Systems Will Be Critical to Success 436
New Artificial Intelligence Techniques Will Surface to Support Decision-Making Tasks 436
New Technologies Will Surface for Massive Information Storage 437
Data Warehouses Will Be Standard for Supporting Online Analytical Process-ing 437
New Systems Will Emerge that Are Combinations of Others 437
Executive Information Systems Will Become Everyone’s Information Systems 437
Databases Will Become a Standard for Supporting Online Transaction Processing 437
Client/Server Will Dominate the Structure of Networks 438
Databases and Data Warehouses Will Become Easier to Use end Build 438
Chefs Are CookingUp Database Services for Finding Jobs 438
The World Will Be“Tele”Everything 439
Network Perfect Service Will Garner More Focus than Network Technologies 439
The Internet Will Become as Common as the Telephone 439
Intranets Will Connect Organizations to Their Customers 439
Automatic Speech Recognition Will Be Everywhere 440
AT T Announces WorldNet to Suppor Intranets 440
Technology Takes Sporting Event to New Levels of Interactivity 441
Automatic Speech Understanding Will Surface 441
Multimedia Will Be Standard for Presenting Information 441
The Wireless Revolution Will Continue 441
You May Be Wirelessly Wired 442
Virtual Reality Will Be Widely Used on the Internet and Will Incorporate Taste and Smell 442
Global Perspective-Wireless Technologies Find Sink Holes before They Surface 442
Electronic Cash Will Become Just“Cash” 442
Business Will Be Conducted in Cyberspace 443
Technology Will Become Transparent 443
SOME FINAL THOUGHTS AS YOU PREPAREFOR THE FUTURE 443
Management Information Systems Will Not Be for Just Information Technology Specialists 444
Knowledge Workers Will Become the Key to Business 444
Manufacturers Replace Robots with People444 On Your Own-Planning For，Developing Managing，Using，or Some Combination？ 445
Knowledge Worker’s Checklist 446
Closing Case 1：Retail Stores in Cyberspace 446
Closing Case 2：You and Your Information 448
Real HOT Electronic Commerce：Business and You on the Internet-Finding the Right Graduate School 449
Assessing the Value of Information：Stapleton Electronics，Inc． 453
REALHOT GROUP PROJECTS 453
Assessing the Value of Information：Affordable Homes Real Estate 455
Building Management Information System Reports from a Database：High-Tech Solutions Inc． 456
Executive Information System Reporting：B B Travel Consultants 456
Targeting a Business Processing Reengineering Effort：Stewart’s MotorSports 457
Creating a Virtual Organization：McNeal’s Machining 458
Using Relational Technology to Track Technology：REMO Fashions 459
Building a Decision Support System：Creating an Investment Portfolio 460
Using a Database to Track English Language Classes：English Is Easy 460
Building an Expert System：What Country Are You Describing？ 462
Building Value Chains：HealthLife’s Customers Define Value 463
Evaluating Request for Proposals：Resource Discovery Services 464
Developing Reports Through Prototyping：Revisiting the Video Rental Store 465
Making the Case with Presentation Graphics Software：Information Technology Ethics 466
CAPTURING INFORMATION-INPUT TECHNOLOGIES 467
THE TECHNOLOGY TREE 467
APPENDIXA 467
THE TECHNOLOGY TREE 467
Photo Essay Input Technology Tools 469
CONVEYING INFORMATION-OUTPUT TECHNOLOGIES 470
CREATING INFORMATION-SOFT-WARE TECHNOLOGIES 472
Photo Essay Output Technology Tools 473
Photo Essay Personal Productivity Software 477
CRADLING INFORMA-TION-STORAGE TECHNOLOGIES 478
COMMUNICATING INFORMATION-TELECOMMUNICATIONS TECHNOLOGIES 482
Photo Essay Storage Technologies 483
THE FOUNDATION OF THE TECH-NOLOGY TREE-THE PROCESSING ENGINE 486
The Internal Memory 487
The Central Processing Unit 487
PUTTING IT ALL TOGETHER 488
THEINTERNET 491
APPENDIXB 491
Photo EssayATour oftheIntemet 492
ScavengerHunt1 496
ScavengerHunt2 497
APPENDIXC 499
OBJECT-ORIENTED TECHNOLOGIES Photo Essay What Does It Mean to Be Object-Oriented？ 500
Photo Essay Why Are Object-Oriented Concepts and Technqiues Becoming so Popular？ 502
So Why Are Object-Oriented Concepts and Techniques Important to You？ 505
NOTES 507
GLOSSARY 515
INDEX 523