1

System Development

Chapter 19

2

Objectives of This Chapter

Understand outsourcing

Describe techniques available for system development

Describe each step involve in the Systems Development Life Cycle (SDLC)

Identify the activities involved in the implementation of new information systems.

3

OutsourcingOutsourcing

4

Outsourcing ForcesGlobalization, new

competitors.

Shorter product life-cycles,mass customization.

Rapidly changing markets,flexible manufacturing.

Pressure on profits.

Need to focus on increasingrevenues and decreasingfixed/semi-fixed costs.

Need for flexibilityand responsiveness.

Outsourcenon-revenuegenerate functions(staff/operations)

Desire to minimize amountof management time devoted to non-revenue generating functions.

Economies of Scale- leverage expertise and methodologies.- invest in expensive technologies (state-of-the-art)- process-oriented approach

Economies of ScopeWant one vendor toprovide multiplefunctions.

Cost cutting, staff cuts,loss of middle management.

Big Outsourcing Vendors& Big 6 Firms

5

Outsourcing Evaluation

Specialized Talent Needed

Complex Market Structure

Security & ControlLevel ofTechnology

Cost of reachingstate of the art

Fixed Costs

When any of these characteristics increases (moves outwards), there is less reason to use outsourcing.

6

Benefits of Outsourcing

Provide business solution Asset utilization Access to greater expertise and more advanced technology Lower Cost Improve development time Eliminate of peaks and valley usage Facilitation of downsizing

7

Risks of Outsourcing

Inflexibility Loss of control Reduced competitive advantage locked-in system Unfulfilled goals

8

System Development

9

The Systems Approach The Systems Approach to Problem Solvingto Problem Solving

The Systems Approach The Systems Approach to Problem Solvingto Problem Solving

The Systems Approach to Problem Solving Involves a Five-Step Process

Each Step Requires Managers and End Users to Ask Questions designed to Identify Areas of a Problem Clearly.

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The Systems Approach The Systems Approach to Problem Solvingto Problem Solving

The Systems Approach The Systems Approach to Problem Solvingto Problem Solving

Designthe Solution

Designthe Solution

Definethe Problem

Definethe Problem

DevelopAlternativeSolutions

DevelopAlternativeSolutions

Selectthe Solution

Selectthe Solution

Implementthe SolutionImplement

the Solution

Mo

nit

or

and

Ev

alu

ate

Re

sult

s

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Evaluating the System Evaluating the System Components of a Sales Components of a Sales

SystemSystem

Evaluating the System Evaluating the System Components of a Sales Components of a Sales

SystemSystemThe Following Slide Illustrates the

Sales Function of a Business as a System.The Following Slide Illustrates the

Sales Function of a Business as a System.

Notice How Questions Posed at Each Stagein the Process Attempt to Identify

and Isolate the Causes of the Problem.

Notice How Questions Posed at Each Stagein the Process Attempt to Identify

and Isolate the Causes of the Problem.

12

A Systems Context ExampleA Systems Context ExampleA Systems Context ExampleA Systems Context Example

Out-of-DateSales

Procedures?

InadequateSellingEffort

?

PoorSales

Performance?

PoorSales

Management?

IncorrectSales

Information?

Feedback

Input Processing Output

Control

13

Once a poor system/process is identified, the next step is to

develop a new system or modify the existing system

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System Development Difficulties

Most problems are so large that they have to be split into smaller pieces

Each piece end up does not fit back together

It was hard to coordinate and control the various programmers and analysts, so there are many duplicated efforts

The initial development team leave the company

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To reduce these difficulties, several techniques are adopted

to control the system development effort

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Techniques for System Development

System Development Life Cycle (SDLC)System Development Life Cycle (SDLC)

PrototypingPrototyping

Joint Application Development (JAD) Joint Application Development (JAD)

Object-Oriented DevelopmentObject-Oriented Development

End User DevelopmentEnd User Development

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Systems Development Life Cycle (SDLC)

1. Systems Investigation/Planning (Feasibility Study)

2. Systems Analysis

3. Systems Design

4. Systems Implementation

5. System Maintenance

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The Systems Development The Systems Development CycleCycle

The Systems Development The Systems Development CycleCycle

Systems ImplementationProduct:

Operational System

Systems ImplementationProduct:

Operational System

Systems InvestigationProduct:

Feasibility Study

Systems InvestigationProduct:

Feasibility Study

Systems AnalysisProduct:

Functional Requirements

Systems AnalysisProduct:

Functional Requirements

Systems DesignProduct:

System Specifications

Systems DesignProduct:

System Specifications

Systems MaintenanceProduct:

Improved System

Systems MaintenanceProduct:

Improved System

Understand theBusiness

Problem orOpportunity

Develop anInformation

SystemSolution

Implementthe

SystemSolution

19Existing System

Systems Maintenance: Incremental changes

Feasibility &Planning

SystemsAnalysis

SystemsDesign

SystemsImplementationProblems &

ImprovementsNew System

Proposal

Goals & plans

Business requirements

Technical Design

problemsrevisions problems revisions

Systems Development Life Cycle

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Phase I System Investigation/Planning

(Feasibility Study)

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Feasibility Study

A feasibility study is a quick examination of the problems, goals, and expected cost of the system

In other words, to determine the scope of the project to gain a better idea of the costs, benefits, and objectives

A planned schedule is also created to keep the project on track and to evaluate the progress of the MIS team

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Four Types of Feasibility Study

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Feasibility StudyFeasibility StudyFeasibility StudyFeasibility Study

OrganizationalFeasibility

TechnicalFeasibility

EconomicFeasibility

OperationalFeasibility

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Feasibility Study

Organizational FeasibilityOrganizational Feasibility• Is the project aligned with the organization’s goal?Is the project aligned with the organization’s goal?

Economic FeasibilityEconomic Feasibility• Is the project cost-effective?Is the project cost-effective?

Technical FeasibilityTechnical Feasibility• Does the technology exist and does the firm have the staff to Does the technology exist and does the firm have the staff to

make the technology work?make the technology work?

Operational FeasibilityOperational Feasibility• Will the project improve the operation of the firm?Will the project improve the operation of the firm?

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Systems Project Proposals

Feasibility Factors• Organizational

• Economic

• Technical

• Operational

Types of Systems• Strategic Systems (necessary)

• Productivity Improvement (optional)

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Once the project has been shown to be feasible and it is approved, the next step is to

begin on the full-fledged system analysis

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Phase II System Analysis

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There are three important areas concerning this stage

(System Analysis)

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Systems AnalysisSystems Analysis

KeyAreas ofSystemsAnalysis

OrganizationalOrganizational

FunctionalRequirements

FunctionalRequirements

PresentSystemPresentSystem

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System Analysis

The technique is to break the system into pieces.• Smaller pieces are easier to understand and to explain

to the others

• Each piece can be assigned to a different team

Diagrams are often created to illustrate the system

A variety of tools are available to enhance the system analysis

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Visual Table of Contents (VTOC)

Customer Order Entry

Enter Salesperson Data

Enter/Change Customer Data

Enter Items Ordered

Review and Print Forms

Look up Item Numbers

Check Inventory Status

Special Orders

Customer Order Copy

Shipping List

Back Order List

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System Analysis

At this stage, users should verify that • the system contains all of the desired functions,

• the system is easy to understand, and

• common tasks do not require an excessive number of keystroke

At the end of the analysis phase, the MIS team will have a complete description of the business requirement.

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Phase III Phase III System DesignSystem Design

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Systems DesignSystems DesignSystems DesignSystems Design

DataDesignData

Design

UserInterfaceDesign

UserInterfaceDesign

ProcessDesign

ProcessDesign

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System DesignSystem Design

The objective of system design is to describe the The objective of system design is to describe the new system as a collection of modules or subsystemsnew system as a collection of modules or subsystems

By subdividing the total project, each portion can be By subdividing the total project, each portion can be given to each developergiven to each developer

Once the designer has created base modules and Once the designer has created base modules and sample inputs and outputs, the users are invited to a sample inputs and outputs, the users are invited to a structured walkthroughstructured walkthrough

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Structured Walkthrough

A structured walkthrough is a review process A structured walkthrough is a review process where the objective is to reveal:where the objective is to reveal:• problemsproblems

• inaccuraciesinaccuracies

• ambiguitiesambiguities

• omissions in the system design omissions in the system design

before the program code is finalizedbefore the program code is finalized

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System DesignSystem Design

In term of physical design, the evaluation can be classified into:

• Hardware Evaluation

• Software Evaluation

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Hardware EvaluationHardware EvaluationHardware EvaluationHardware Evaluation

HardwareEvaluation

Factors

SupportSupport CostCost

ReliabilityReliabilityEnvironmentalRequirements

EnvironmentalRequirements

TechnologyTechnology

ConnectivityConnectivity CompatibilityCompatibility

PerformancePerformance

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Software EvaluationSoftware EvaluationSoftware EvaluationSoftware Evaluation

EfficiencyEfficiency

FlexibilityFlexibility

SecuritySecurity

LanguageLanguage

DocumentationDocumentation

HardwareHardware

Other FactorsOther Factors

SoftwareEvaluationFactors

SoftwareEvaluationFactors

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Suite of Products - Examples

Microsoft Corporation– Word – Excel– PowerPoint

Lotus Development Corporation– AmiPro– Lotus 1-2-3– Freelance

Novell/Borland– WordPerfect– Borland– dBaseIV

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Suite of Products Advantages

Integrated Document

Economies of Scale

Consolidated Training

Shared Files Across Group

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Suite of Products Disadvantages

Choice Based upon Group Rather than Advantages of Individual Product

“Locked In” to Product Company

Difficulty in Matching Client Requirements

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System Design

One of the difficulties in this stage is sometimes called “creeping elegance” • At the system is being built, analyst, programmers, and

users all want to include additional features

• The continual evolution causes additional delays

• Cost over budget

The output of this design stage consists of a complete technical specification of the new system

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Phase IV Phase IV System ImplementationSystem Implementation

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The Implementation ProcessThe Implementation ProcessThe Implementation ProcessThe Implementation Process

ConversionConversionSystemDocu-

mentation

SystemDocu-

mentation

End UserTrainingEnd UserTraining

Developmentand

Modification

Developmentand

ModificationAcquisitionAcquisition

ImplementationActivities

ImplementationActivities

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System Implementation

System implementation involves installation and changeover from the previous system to the new one, including training users and making adjustments to the system

The major difficulties to this stage is how to deal with users’ resistance to changes• users are probably nervous about the change

• users might not want to learn the new thing

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System Implementation Concerns

Involve Users• the users will get the system they need• the users will understand the system better and it will be easier

too use• the users contributions provide a sense of ownership

Education & Training• the users will be less nervous if they learn more about the system

Flexibility• simple things like being able to change the colors can be critical

to keeping users happy

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Implementation Plans

Direct cutover• drop the old system when the new one starts

Parallel• the safest choice, both systems are operated at the same

time

Pilot/Phased• gradually install the new system (one store each time)

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Implementation Options

old new

old

new

newnewnew

new

Direct cutover

Parallel

Pilot

new

Phased

olddept or component 1

dept or component 2

dept or component 3dept or component 4

store 1

store 2store 3

store 4

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Phase V System Maintenance

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Software Maintenance

Computer systems are constantly changing

Hardware/Software upgrade

The pressure for change are so great that 80% of staff today are devoted to modifying existing programs

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Stage Procedure Approx. Pct. Of Effort

Analysis Feasibility 5

Requirements 15

Conceptual Design 5

Design Physical Design 20

Programming 25

Procedure Develop. 10

Implementation 15

Maintenance & Review 5

SDLC EffortSDLC Effort

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SDLC Advantages

Provide guidance and control Formality

• Easier to train and evaluate the progress. • Also ensure that steps are not skipped - such as user

approval documentation, and testing

Adhering to standard • It is easier to modify later

Ease of maintenance • The internal consistency and documentation make it easier

to modify

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SDLC DisadvantagesSDLC Disadvantages

Increased costs

Lengthen the development time• A great deal of time is spent filling out forms and drawing

diagrams

Requires definitions up front• Users and managers need to know exactly what the system

should do long before the system is created

Rigid

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How to reduce the Development Time?

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Computer-Aided System Engineering (CASE) Tool

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CASE Tool

The main objective of CASE tool is to help a firm design and build systems faster

CASE tools help analysts draw and maintain several types of diagrams, including data flow diagrams

One drawback to CASE tools is that they are relatively expensive, both for:• cost of software

• cost of training

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Components of Computer-Aided Systems Engineering includes:• workstations• central repository• numerous modeling tools• project management• Systems Development Life Cycle Support• Prototyping Applications• Software Design Features

CASE Tool

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Computer-Aided Systems Computer-Aided Systems EngineeringEngineering

Computer-Aided Systems Computer-Aided Systems EngineeringEngineering

PlanningToolset

AnalysisToolset

DesignToolset

InformationIntegrator Workstation

Repositories

CodeGeneration

Toolset

DatabaseGeneration

Toolset

PublicInterface

ServerRepository

CASE

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Prototyping

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Common Steps of Prototyping

1. Talk with the users

2. Create roughly what the users want

3. Let users work with the prototype and then the users suggest changes

4. Make changes

5. Repeat steps 3 & 4 until the users are satisfied with the system or decides that the system is not worth pursuing

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Build Initial Prototype

Use Prototype

Modify PrototypeRequest changes

New Version

MIS Designer User

Initial Interview

Process repeats until:

1) User is satisfied2) User and designer give up3) Formal system is built from prototype4) Need for application is removed5) Process never ends

Prototyping

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The Prototyping ProcessThe Prototyping ProcessThe Prototyping ProcessThe Prototyping Process

Use and Maintainthe Accepted

System

Use and Maintainthe Accepted

System

Identify an EndUser's Information

Requirements

Identify an EndUser's Information

Requirements

DevelopInformation System

Prototype

DevelopInformation System

Prototype

Revise the Prototypeto Better Meet EndUser Requirements

Revise the Prototypeto Better Meet EndUser Requirements

Prototyping Cycle

Maintenance Cycle

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Prototyping

Prototyping has been proposed as a method to use for systems that are not overly complex

The major advantage of prototyping is that the development time is much shorter than the SDLC

The drawback is the lack of formality and guideline: For example, if several users are involved, they might not agree on how the system should behave

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Advantages of Prototyping

Better definition of user needs Higher user involvement and satisfaction Faster development time Fewer errors More opportunity for changes Lee costly

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Disadvantages of Prototyping

Significant user time Less efficient use of system resources Incomplete systems development Inadequate tested and documented systems Negative behavior reactions Never ending development

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Developing Systems with Teams

Developing systems is generally a team effort among MIS developers and business users. Groupware, CASE, and development tools are often used to facilitate communication and coordination.

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Joint Application Joint Application Development (JAD)Development (JAD)

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JADJAD

A technique known as JAD was created to speed up the design stage

JAD use a Conceptual Systems Design Model which consist of• Data Flow Diagram• Entity Relationship Diagram• Decision Table• Screen Prototype• Decision Tree

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Common Steps of JADCommon Steps of JAD

With JAD, the main system is designed in an intense three to five days workshop

By putting all of the decision makers in one room at the same time, conflicts are identified and resolved faster

The drawbacks are:• It requires getting everyone together at the same time for an

extended period of time• An effective facilitator is needed

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Object-Oriented Development

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An object can be anything from an icon on a computer to an accounting statement

Objects have sets of characteristics or attributes, and methods or operations that can be performed on objects

With objects, all functions are embedded in the definition of the object

Object-Oriented Development

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Object Example

Object Classes

Customers

Name

Address

Phone

Change AddressAdd New Customer

Delete Customer

Commercial

Contact

Account Representative

Assign Account Rep Frequent

ContactAccount Representative

Year Started

Assign Account Rep

Individual

Object

Properties/Attributes

Methods/Functions

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Object-Oriented Approach

Classes• Set of Objects that share common structure and behavior

Inheritance• Objects receive attributes and operations from other

objects• Add more attributes and operations of their own

Polymorphism• Ability of object to respond to and implement each object

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Object-Oriented Steps

Identify Object Class

Identify Relationships

Identify Attributes

Determine Inheritance Relationships

Build Class Hierarchy

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Object Example

Object Classes

Customers

Name

Address

Phone

Change AddressAdd New Customer

Delete Customer

Commercial

Contact

Account Representative

Assign Account Rep Frequent

ContactAccount Representative

Year Started

Assign Account Rep

Individual

Object

Properties/Attributes

Methods/Functions

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When a certain event occurs, When a certain event occurs, data elements will be changed data elements will be changed

or added automaticallyor added automatically

Objects & Events Driven Systems

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Objects & Events Driven Systems

Events Methods Objects

SaleRecord Sale

Update Inventory

Notify Customer Service

Inventory

Customers

Employees (commissions)

InventoryOrder/JIT

Notify Suppliers

Schedule Payment

Accounts & Ledgers

Suppliers

Shipping/Receiving

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End-user Development

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End-User Development

Users do all the development work themselves

The main advantage is the users get what they want

the end-user development become popular because• Increase waiting time for MIS personnel

• More powerful tools are available and easier to use

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Advantages of End-user Development

User creation, control, and implementation Systems that meet user needs Timeliness Freeing up IS resource Versatility and ease of use

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Risks ofEnd-user Development

Logic and development errors Inadequate tested applications Inefficient systems Poorly controlled and documented systems (hard to

modify by others) System incompatibilities Duplication of systems and data and wasted resources Increased costs (users’ time)

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Project Management Skills PlanningPlanning

• States what should be doneStates what should be done• Estimates how long it will takeEstimates how long it will take• Estimates what it will costEstimates what it will cost

LeadingLeading• Adapts to dynamics of enterprise and deals with setbacksAdapts to dynamics of enterprise and deals with setbacks• Guides and induces people to perform at maximum abilitiesGuides and induces people to perform at maximum abilities

ControllingControlling• Monitors Progress Reports and Documented DeliverablesMonitors Progress Reports and Documented Deliverables• Compares Plans with ActualsCompares Plans with Actuals

OrganizingOrganizing• Staffs a Systems Project TeamStaffs a Systems Project Team• Brings together users, managers, and team membersBrings together users, managers, and team members

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Choosing Methodologies

SDLC Prototyping JAD Objects End User

Control formal user joint standards user

Time frame long short medium any short

Users many one or two few varies one

MIS staff many one or two few split none

Trans./DSS Trans. DSS DSS both DSS

Interface minimal crucial crucial Windows crucial

Document.& Training vital weak limited in objects none

Integrity &Security vital weak limited in objects weak

Re-usability limited weak limited vital none

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SDLC v.s. Object-Oriented

SDLC versus Object Oriented

0

10

20

30

40

50

60

Requirements Analysis Design Implementation

% t

ime

SDLC

Object Oriented

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Unsuccessful Systems

Systems were developed which did not support business strategies and objectives.

Poor systems planning and inadequate project management.

Failure to define or understand user requirements.

Negligence in estimating costs and benefits of the systems project.

Creation of a myriad of design defects and errors.

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Unsuccessful Systems

Acquisition of computers and software that no one needs or knows how to use.

Installation of incompatible or inadequate technology.

Negligence in implementing adequate controls.

Development of unstructured, unmaintainable software.

Inadequate implementation tasks.

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Techniques and Activities Techniques and Activities used to Minimize End User used to Minimize End User

Resistance to ChangesResistance to Changes

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Minimizing End User Minimizing End User Resistance to ChangeResistance to Change

Minimizing End User Minimizing End User Resistance to ChangeResistance to Change

StagesStages ActivityActivity GoalGoal

Pre-Implementation

Pre-Implementation

HumanDesignHumanDesign

MarketingMarketing

EducationEducation

Gather DataGather Data Determine Alternatives,Needed Resources, and Possible Roadblocks

Determine Alternatives,Needed Resources, and Possible Roadblocks

Study Automation and Establish Criteria for Its Human Design

Study Automation and Establish Criteria for Its Human Design

Eliminate Deterrents and Establish Incentives

Eliminate Deterrents and Establish Incentives

Develop and Implement Strategy for "Selling" Technical Systems

Develop and Implement Strategy for "Selling" Technical Systems

Introduce Technology So Workers "Buy and Own" the System

Introduce Technology So Workers "Buy and Own" the System

Educate Workers About the Demands of the New Technology

Educate Workers About the Demands of the New Technology

Reduce Stress and Increase ConfidenceReduce Stress and Increase Confidence

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Minimizing End User Minimizing End User Resistance to ChangeResistance to Change

Minimizing End User Minimizing End User Resistance to ChangeResistance to Change

StagesStages ActivityActivity GoalGoal

TrainingTraining

DocumentationDocumentation

Develop and Implement Skills Growth ProgramDevelop and Implement Skills Growth Program

Develop Minimal CompetenceDevelop Minimal Competence

Develop & Distribute Adequate Documentation on How the System Works

Develop & Distribute Adequate Documentation on How the System Works

HumanCommunication

HumanCommunication

PostImplementation

PostImplementation

Establish and Maintain Open Channels of Communication

Establish and Maintain Open Channels of Communication

Create Opportunities for Dialogue with Users

Create Opportunities for Dialogue with Users

Evaluate Each Phase of the ProcessEvaluate Each Phase of the Process

Feedforward Results as Input to Next Technology Implementation

Feedforward Results as Input to Next Technology Implementation

Provide Easy Access and Effective Assistance

Provide Easy Access and Effective Assistance

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Organizing IS Resources

92

Managing Managing Information TechnologyInformation Technology

Managing Managing Information TechnologyInformation Technology

ManagingInformationTechnology

ManagingInformationTechnology

Supplier Customer

Superfast Producers

Cross-FunctionalIntegration

Business Pressures Technology Base

93

Some MIS Roles

Network and Telecommunications

Hardware Repair

Training and User Support

94

CIO RolesCIO Roles

95

Five Leadership Roles

Understand the business

Establish credibility of the systems department

Increase the technological maturity of the firm

Create a vision of the future and sell it

Implement an information system architecture

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Five waves of innovation

Wave 1: Reducing costWave 1: Reducing cost

Wave 2: Leveraging investmentsWave 2: Leveraging investments

Wave 3: Enhancing products and servicesWave 3: Enhancing products and services

Wave 4: Enhancing executive decision- makingWave 4: Enhancing executive decision- making

Wave 5: Reaching the consumerWave 5: Reaching the consumer

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Five attitudes toward ITFive attitudes toward IT

The majority of CEOs interviewed -- 52% to be exact -- are neutral, believing they do not have enough knowledge to direct IT investments.

Quadrant 1: High degree of confidence in receiving benefits from IT investments. 12%

Quadrant 2: Aware that implementation problems can destroy that potential. 26%

Quadrant 3: Pessimistic,All systems will be delivered over-budget. 8%

Quadrant 4: IT is harmful because it introduces chaos and too much change for people to cope well. 2%

98

Centralization vs. Centralization vs. DecentralizationDecentralization

99

Complete Centralization

Data andsoftware

MIS personnel

Hardware

User departments

100

Complete Decentralization

MIS personnel are members of user departments

Marketing

Finance

Accounting

Human Resource Management

101

Hardware CentralizationAdvantages

Easier to share• Data

• Expensive hardware (printers)

Easier to control• Purchases

• Usage

Less duplication

Efficiency — less unused resources

102

Hardware DecentralizationAdvantages

Less chance of total breakdownLess chance of total breakdown

Users get personalized equipmentUsers get personalized equipment

Micros are cheaper than mainframesMicros are cheaper than mainframes

103

Software CentralizationAdvantages

Compatibility

Bulk buying discounts

Easier training

Ease of maintenance & upgrades

104

Software DecentralizationAdvantages

Different users have different preferences

Easier access

Customization without affecting others

Can overcome objections• Lower prices minimize benefits of bulk purchases.• Similarities of packages make training easier.

• Conversion tools enable sharing.

105

Data CentralizationAdvantages

Easy backup

Easier to Share

Less duplication

Security control\monitoring

106

Data DecentralizationAdvantages

Not all data needs to be sharedNot all data needs to be shared

Easier find and accessEasier find and access

Control & politicsControl & politics

107

Personnel CentralizationAdvantages

Workers with similar backgrounds

Easier training

Straightforward growth path

Specialized staff

Easier to see/control costs

108

Personnel DecentralizationAdvantages

Closer to users• Faster response• More time spent with users• Better understanding/communication

Different career path

109

Decentralization Summary

Organizational

Are operations interdependent? -planning -development -physical resources -operations

Can subunits relate solely through information & messages?

Does corporate culture support decentralization?

Strengths

End users gain control.

Supports workgroups.

Enables new organizational structures.

Increased organizational flexibility.

Weaknesses

Possible short term bias in decision making.

Might not be optimal use of resources for corporation.

IS staff might lose cohesiveness and support.

110

Intermediate (Client-Server)

Marketing

Accounting

Finance

Human ResourceManagement

Central MIS staff:Operations, networkand systems programmers

Server Hardware

Shared Data& Software

MIS support

MIS support•Transaction processing•Corporate standards•Network management•Shared databases

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Client-Server Benefits

Immediate1 to 2 years

Users

Near-Term3 to 5 years

SystemIntegration

Long Term6 to 10 yearsIT Efficiency

Better access todata

Tighter integra-tion across thecompany

Resourceutilization

Increasedparticipation

Faster ITresponses

Newtechnology

Improvedproductivity

Businessprocessreengineering

Adaptivesystems