CHAPTER 10CHAPTER 10

MANAGING IT SYSTEMSMANAGING IT SYSTEMS

Staying on TrackStaying on Track

As the Business Environment As the Business Environment Changes...Changes...

Introduction

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.

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YOUR FOCUS IN THIS CHAPTERYOUR FOCUS IN THIS CHAPTER

Managing Information Managing Information Technology Managing Knowledge Workers

Introduction10-3

MANAGING INFORMATIONMANAGING INFORMATION

ROLE - Raw Material and Capital ACCESS - Content, Time, and Form SECURITY - Protecting IT Systems PRIVACY - Personal Information

Managing Information10-4

INFORMATION AS RAW INFORMATION AS RAW MATERIALMATERIAL

Managing Information10-5

Raw materials are the components from which a product is made.

The CIO of UPS says that 揳 package without information has no value.

INFORMATION AS CAPITALINFORMATION AS CAPITAL

Managing Information10-6

Capital is a type of asset you use to produce a product or service.

Capital can also be sold or leased to others.

ACCESS TO THE RIGHT ACCESS TO THE RIGHT INFORMATIONINFORMATION

Managing Information10-7

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.

ACCESS TO INFORMATION AT ACCESS TO INFORMATION AT THE RIGHT TIMETHE RIGHT TIME

Managing Information10-8

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.

ACCESS TO INFORMATION IN ACCESS TO INFORMATION IN THE RIGHT FORMTHE RIGHT FORM

Managing Information10-9

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.

INFORMATION SECURITYINFORMATION SECURITY

Managing Information10-10

Information can be lost or damaged by mistake or on purpose.

What does it cost to replace information? See page 393.

means protecting information from loss and damage.

BACKUPBACKUP

Managing Information10-11

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

Store Backups in a...Store Backups in a...

Managing Information10-12

Safe Different building Televault

Guard Against Information Guard Against Information Theft...Theft...

Managing Information10-13

by using one or more of three levels of application security.

Log-in passwords at the operating system level

Utilities that restrict access Application-level security

GUARD AGAINST DANGER GUARD AGAINST DANGER FROM OUTSIDEFROM OUTSIDE

Managing Information10-14

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.

PRIVACY OF INFORMATIONPRIVACY OF INFORMATION

Managing Information10-15

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.

Privacy Conflict Between Privacy Conflict Between Employer and Employee Refers Employer and Employee Refers

to...to...

Managing Information10-16

What can employers find out? See page 396.

the employee 抯 right to privacy versus the company 抯 need to have information on its employee

s.

Employers Need Information on Employers Need Information on Employees to...Employees to...

Managing Information10-17

Hire the best possible employees Protect themselves from liability Satisfy legislative demands

Privacy Conflict Between Privacy Conflict Between Business and Customers Refers Business and Customers Refers

to...to...

What can businesses find out? See page 397.

Managing Information10-18

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.

Businesses Need Information on Businesses Need Information on Customers to...Customers to...

Managing Information10-19

Identify potential customers and tailor goods and services to their preferences.

Provide perfect service to customers.

MANAGING INFORMATION MANAGING INFORMATION TECHNOLOGYTECHNOLOGY

Managing IT10-20

Control of IT Components Ergonomics Disaster Recovery

Control of IT Means...Control of IT Means...

Managing IT10-21

Striving for interoperability Keeping track of costs

INTEROPERABILITYINTEROPERABILITY

Managing IT10-22

The phone system has interoperability - you can connect any modem or answering machine to any phone line.

also called standardization, means that IT equipment and software components are

compatible.

COST CONTROLCOST CONTROL

Managing IT10-23

Repair Inventory of spare parts Software updates Hardware updates

PCs are expensive to operate because of such considerations as...

ERGONOMICSERGONOMICS

Managing IT10-24

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.

REPETITIVE STRAIN INJURY REPETITIVE STRAIN INJURY (RSI)(RSI)

Managing IT10-25

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.

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.

A DISASTER RECOVERY PLANA DISASTER RECOVERY PLAN

Managing IT10-26

Customers Facilities Knowledge workers Business information Computer equipment Communications infrastructure

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...

MANAGING KNOWLEDGE MANAGING KNOWLEDGE WORKERSWORKERS

Managing Knowledge Workers10-27

Telecommuting Cultural Diversity Ethics

How important are knowledge workers to your business? See page 406.

TELECOMMUTINGTELECOMMUTING

Managing Knowledge Workers10-28

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

The The 揥揥 HY?of TelecommutingHY?of Telecommuting

Managing Knowledge Workers10-29

Increased productivity Reduced costs Retention of employees

Telecommuting should be introduced for business reasons, such as...

The The 揥揥 HAT?of TelecommutingHAT?of Telecommuting

Managing Knowledge Workers10-30

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.

The The 揥揥 HO?of TelecommutingHO?of Telecommuting

Managing Knowledge Workers10-31

Can produce results independently Are self-starters Can manage time well Can balance work and home life

The best candidates for telecommuting are knowledge workers who...

The The 揌揌 OW?of TelecommutingOW?of Telecommuting

Managing Knowledge Workers10-32

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

A successful telecommuting program requires...

The The 揥揥 HERE?of TelecommutingHERE?of Telecommuting

Managing Knowledge Workers10-33

HOTELING - knowledge workers reserve space in advance.

MOTELING - space is allocated on a first-come-first-served basis.

Two arrangements of central office space are possible for telecommuters.

CULTURAL DIVERSITYCULTURAL DIVERSITY

Managing Knowledge Workers10-34

is the difference in behavior and attitude between people from different cultures.

Why worry about cultural diversity? See page 412.

CULTURE SHOCKCULTURE SHOCK

Managing Knowledge Workers10-35

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.

Three Stages of Adjustment to a Three Stages of Adjustment to a New CultureNew Culture

Managing Knowledge Workers10-36

Isn 抰 that neat - differences are interesting. Isn 抰 that stupid - differences are irritating. It 抯 different, but it 抯 fine - differences are no long

er remarkable.

ETHICSETHICS

Managing Knowledge Workers10-37

are the sets of principles or standards that help guide behavior, actions, and choices.

How can information be misused? See pages 414-416.

KohlbergKohlberg 抯 抯 Model of Ethical DevModel of Ethical Development Has 3 Levels of Motivatelopment Has 3 Levels of Motivat

ionion

Managing Knowledge Workers10-38

PREADOLESCENT - fear of punishment. ADOLESCENT - peer pressure. ADULT - doing the 搑 ight?thing.

TO SUMMARIZETO 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.

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TO SUMMARIZETO SUMMARIZE Managing information technology means:

– Ensuring interoperability of IT components– Arranging IT components for maximum knowledge-

worker productivity– Anticipating and planning for disaster.

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TO SUMMARIZETO 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.

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