Chapter 12 – Implementing Business/IT Solutions
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12 Implementing Business/IT Solutions
CHAPTER OVERVIEW
Chapter 12: Implementing Business/IT Solutions introduces the traditional, prototyping, and end-user approaches
to the development of information systems and discusses the processes and managerial issues in the implementation
of new business applications of information technology.
LEARNING OBJECTIVES
1. Use the systems development process outlined in this chapter and the model of IS components from Chapter 1
as problem-solving frameworks to help you propose information systems solutions to simple business problems.
2. Describe and give examples to illustrate how you might use each of the steps of the information systems
development life cycle to develop and implement a business information system.
software, and IS services.
SUMMARY
• The Systems Development Life Cycle. Business end users and IS specialists may use a systems approach to help
• Prototyping. Prototyping is a major alternative methodology to the traditional information systems development
life cycle. It includes the use of prototyping tools and methodologies, which promote an iterative, interactive process
that develops prototypes of user interfaces and other information system components. See Figure 12.9 .
• End-User Development. The application development capabilities built into many end–user software packages
• Implementing IS. The implementation process for information system projects is summarized in Figure 12.26 .
Implementation involves acquisition, testing, documentation, training, installation, and conversion activities that
transform a newly designed business system into an operational system for end users.
Chapter 12 – Implementing Business/IT Solutions
KEY TERMS AND CONCEPTS
1. Conversion ():
2. Cost/benefit Analysis ():
Identifying the advantages or benefits and the disadvantages or costs of a proposed solution.
3. Data Conversion ():
4. Documentation ():
5. Economic Feasibility ():
6. End User Development ():
End user developed applications are applications written by managers and business specialists rather than
professional programmers.
7. Feasibility Study ():
8. Functional Requirements ():
A detailed description of user information needs and the input, processing, output, storage, control, and security
capabilities required to meet those needs.
9. Human factors feasibility ()
10. Implementation Process ():
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11. Intangible ():
Not quantifiable yet still meaningful.
12. Legal/Political Feasibility ():
13. Logical Model ():
A blueprint of a system that displays only what the system does (or should do) without regard for how it does it.
14. Operational feasibility ():
16. Postimplementation Review ():
Measuring and evaluating the results of a completed project to ensure it has met its stated goals and objectives.
17. Project Management ():
The modern project management approach has five phases: initiation, planning, executing, controlling, and
closing activities organized in order to achieve a set of goals, objectives, and tasks.
18. Prototyping ():
The rapid development and testing of working models of new information system applications in an interactive,
19 Systems Analysis and design ():
Evaluating an organization’s information needs in order to specify the requirements for an application intended
20. Systems Approach ():
21. Systems Development Life Cycle ():
(1) Conceiving, designing, and implementing a system, (2) Developing information systems by a process of
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22. Systems Implementation ():
23. Systems Maintenance ():
The monitoring, evaluating, and modifying of a system to make desirable or necessary improvements.
24. System Specifications ():
25. Systems Thinking ():
Trying to recognize systems and the new interrelationships and components of systems in any situation.
26 System Testing ():
27. Tangible ():
Quantifiable, measurable.
28. Technical Feasibility ():
Also known as “proof of concept”, a study to determine whether reliable hardware and software is capable of
meeting the needs of a proposed system can be acquired or developed by an organization in the required time.
29. User Interface Design ():
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ANSWERS TO REVIEW QUIZ
Q.
A.
Key Term
Q.
A.
Key Term
1
Systems analysis and design
18
User interface design
2
Systems thinking
19
Systems specifications
3
Postimplementation review
20
Systems implementation
4
Cost/benefit analysis
21
Systems maintenance
5
Tangible costs
22
Prototyping
6
Intangible costs
23
End-user development
7
Tangible benefits
24
Data conversion
8
Intangible benefits
25
Conversion
9
Systems approach
26
System testing
10
Logical model
27
Documentation
11
Feasibility study
28
Project management
12
Economic feasibility
29
Tangible
13
Technical feasibility
30
Operational feasibility
14
Legal/political feasibility
31
Intangible
15
Human factors feasibility
32
Organizational analysis
16
Systems development life cycle
33
Implementation process
17
Functional requirements
ANSWERS TO DISCUSSION QUESTIONS
1. Why has prototyping become a popular way to develop business applications? What are
prototyping’s advantages and disadvantages?
Popularity: Prototyping is the rapid development and testing of working models of new applications in an
interactive, iterative process involving both IS specialists and business professionals. Prototypes are
developed in two ways – Type 1 and Type 2. A Type 1 (T-1) prototype is developed a little at a time with
Chapter 12 – Implementing Business/IT Solutions
Advantages:
• Prototyping is most useful when there is some uncertainty about requirements.
Disadvantage:
• The prototype may not accommodate large quantities of data or a large number of users in a production
2. Refer to the Real World Challenge faced by Starwood Hotels and Resorts in the chapter. Other
companies in the industry had not taken any steps to change their IT infrastructure at the time.
What should the company make of this? Why wouldn’t other companies take similar steps? Do they
know something that management at this company does not?
As Starwood is one of the largest firms in its industry, they would probably be one of the first in the
industry to notice the need to move from the old 20-year-old system to a newer, more modern system.
3. What does SDLC stand for? What are the phases of the SDLC? Explain in one or two sentences of
your own words what happens in each phase. If problems occur during the SDLC, is it better to
identify and solve those problems near the beginning or the end of the SDLC process?
• SDLC – Systems Development Life Cycle
• Phases:
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o 3. Design – Logical models of the current system are modified until they represent the new
system that will solve all the new needs (identified in the investigation phase) as well as the
ultimately taken off-line and replaced.
• Problems: As problems occur in the SDLC process, it is better to discover and correct those problems
early in the project. If problems are permitted to continue and proliferate through the processes, they
4. What are the three most important factors you would use in evaluating computer hardware?
Computer software? Explain why.
Hardware:
• Software availability
Computer software:
• Hardware platforms
• Reliability
Chapter 12 – Implementing Business/IT Solutions
5. Assume that in your first week on a new job you are asked to use a type of business software that you
have never used before. What kind of user training should your company provide to you before you
start?
Formal training:
Formal training includes formal classes which include hands on exercises in a training environment. These
Informal training:
Organizations might opt for informal training when they expect employees to already have the appropriate
On–the-job (OJT) training:
On-the-job training will typically involve one–on-one mentoring using the live application rather than an
6. Refer to the Real World Solution in this chapter. Consider the example of the search functionality
discussed there. What are the advantages and disadvantages of a highly modular, that is, loosely
coupled, approach to systems development?
Loosely coupled systems can have several advantages. They allow new components to be added to the
7. What is the difference between the parallel, direct (or plunge), phased, and pilot forms of IS
conversion? Which conversion strategy is best? Explain why.
Parallel conversion operates both the old and the new system for a limited time.
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8. Review the Google real-world example in the chapter. How might you change the user interface of
Google’s search pages and those of some of its other products on the Web? Defend your proposals.
UI change approach
Google should make a list of features common between applications. Those features which appear in the
9. Review the real-world example discussing the factors involved in project failure in the chapter. If
these are well-known, why would companies choose to ignore them over and over again? What could
be the reasons behind such behavior?
Since the causes are known and software development is not a new endeavor, the best explanation would
10. Pick a business task you would like to computerize. How could you use the steps of the information
systems development life cycle as illustrated in Figure 12.3 to help you? Use examples to illustrate
your answer.
The SDLC provides a logical guideline for the students to follow in their computerization efforts. Note that
ANSWERS TO ANALYSIS EXERCISES
1. Suggestions:
Just as developers follow the SDLC in stages (or phases), you may also consider breaking down this
project into its constituent parts for assignment. This also makes a great team project.
a) Select a problem and quantify its effects.
Require students to receive topic approval prior to starting work. Try to keep the projects small and
manageable yet not trivial. Examples of successful projects have included:
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b) Identify the cause or causes of the problem.
Encourage your students to quantify the problem or opportunity. These facts should focus on measures that the
c) Describe various solutions to this problem. Include estimated costs and benefits for each solution.
Encourage interviews with appropriate experts. Students need to know who is responsible for their topic area
d) Select a solution and prepare a plan for its implementation.
Consider requiring an implementation and maintenance plan without requiring actual implementation.
e) Identify the parties responsible for monitoring and maintaining the solution. What metrics should
they use to monitor the results?
2. Planning for Success
Note:
Students will complete many projects during their academic careers, but how often do they stop and think
about their methodology? This exercise encourages careful pre-planning and coordination. The article
cited applies this methodology to business problems, and this is especially appropriate for business
students. However, this approach is useful for many sizable endeavors.
Note: the link referenced above has subsequently moved.
1
Students can find the article by searching for its
title.
b. Read through the “SDLC in Practice” exercise above, and select a problem as directed by your
professor.
A sample problem might include cigarette litter outside the business school building entrances. Consider
the guidelines suggested for problem selection in the SDLC application exercise.
c. Prepare a project plan for the problem you selected above.
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Here’s a project plan outline you may consider adopting. Consider using Microsoft Project to manage the
tasks, dependencies, and schedule.
• Project description
d. Present your project plan to your class. Solicit your peers’ suggestions for improvement.
This is just a routine PowerPoint presentation, but it’s another great opportunity to practice public
speaking.
3. Americans with Disabilities Act
Note:
Very few students have experience either directly or through a friend or family member with these issues.
Research information systems access solutions. Be sure to include a detailed description of the hardware
or software solution, solution provider, and costs for accommodating each limitation listed below.
a. Partial visual impairment
Screen readers and screen magnifiers may provide sufficient aid. These tools may be built into the
computer’s operating system. See also systems for total visual impairment.
b. Total visual impairment
The following websites provide useful information about types of products and manufacturers:
c. Manual dexterity impairment
The following websites provide useful information about types of products and manufacturers:
4. Central London Congestion Charging Scheme
Note: students should be able to apply their studies to real-world problems. This particular problem allows
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a. Briefly describe the advantages and disadvantages of each conversion strategy (parallel, pilot,
phased, and plunge) as they apply to the Central London Congestion Charging Scheme project.
Parallel:
By bringing the system online – but refraining from collecting tolls – project managers can assess the entire
system’s performance without upsetting drivers with any toll collecting errors. In fact, drivers wouldn’t
Pilot:
While London might test their toll charging scheme on a smaller city, it isn’t likely to find one that would
Phased:
A phased approach would give the developers obtain real–world data and the opportunity to work out
can observe their system’s ability to function with realistic transaction volumes.
Direct:
No set of testing methods can substitute for real-world volumes and malfunctions one can expect from such
b. Which conversion strategy would you recommend for this project?
Phased or Parallel
c) Defend your recommendation in detail.
The phased approach allows developers to catch problems with system components, make changes, and
complete the rollout correctly. This will reduce the amount of rework. It will also give the developers an
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5. End User Software Development
Solution
a) Would you ban end user development as too risky? Why or why not?
No ban
• A ban isn’t practical, the tools are built into the software
• Mistakes can be costly
b) Search the Internet for risks associated with end user development and list what you find.
Risks
2
• Weak security
• Limited backup
c) What could you do to help support end user development in your organization?
Suggestions
• Provide training, resources, and support for all interested users.
• Establish end user computing standards
Chapter 12 – Implementing Business/IT Solutions
ANSWERS TO REAL WORLD CHALLENGE/SOLUTION
Real World Challenge
1. What are some of the alternative ways or approaches in which Starwood Hotels and Resorts could
carry out this project? What are the advantages and disadvantages of each?
Alternatives
• Maintain the existing system
Advantages:
o low risk and lower cost (until a competitors makes a major change)
o opportunity to learn from competitor’s successes or failures
2. How do you plan for the necessary capacity and performance that will be needed years from now?
How would you know that you are, or will be, hitting those targets as the development of the new
system unfolds?
Capacity planning
• monitor and assess both change in market share and change in market size
Milestones
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3. If no one else in its industry has so far moved away from the legacy mainframe environment, should
Starwood Hotels and Resorts wait as well? When is it a good idea to be the first company in an
industry to break new ground? When is it not?
First mover (hindsight is 20/20)
• when there’s nothing to lose
Real World Solution
1. The case discussed here would most likely be considered a successful deployment. What key aspects
of the way in which the company handled this project made that success possible? For each key
aspect that you identify, explain how it contributed to the outcome.
Key aspects
• implemented an application performance management tool
Contributions
o defined quality and performance targets
2. What are the advantages and disadvantages of examining existing systems – which will be replaced in
any case – in a high level of detail? When would that be a sound practice? When would it not be the best
approach?
Examining current system
• helps identify key processes
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ANSWERS TO REAL WORLD CASES
RWC 1: Microsoft, SiCortex, and Others
Case Study Questions
1. How does virtualization work? In your own words, describe what you understand about the virtualization
process as depicted in the case.
Virtualization simulates a computing platform onto which an administrator can install an operating system and
2. In software development and testing, where does virtualization help, and where does it not help? Why?
Helpful
• Saves time preparing test environments
3. What are the business benefits of implementing virtualization technologies in software development?
Classify them into those that enhance the effectiveness and the efficiency of the development and testing
process.
Effectiveness
Easier to test on more environments
3
However, if a VM survives stress testing, it‘s certain that a non-VM implementation can handle tested loads.
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Real World Activities
1. Go online and research other users of virtualization technology (backup and disaster recovery being one
of those). How do those differ from the ones described in the case? How are they similar? Prepare a
report to summarize your findings.
Considerable efforts are being made to virtualize datacenters. This approach enables greater load-balancing
2. If virtualization technology were to eventually allow end users to run any environment of their choice in
the same device, does that mean the choice of computing platform (desktop, notebook, smartphone;
Windows, Linux, Mac OS) becomes irrelevant? Break into small groups to discuss this issue.
Hardware platforms
Hardware platforms are constrained by size, weight, heat produced, energy consumed, operating systems
RWC 2: JetBlue Airways, WestJet Airlines, and Others
Case Study Questions
1. In the case, both airlines upgraded to the same application but approached the upgrade process
differently. What were those differences, and how much impact did they have on the outcome of the
project?
Differences
• WestJet went first, JetBlue observed
2. What precautions did the organizations in the case take to prevent software upgrade problems? To what
extent do you believe those helped?
Precautions
• JetBlue observed WestJet’s implementation and learned from it
Chapter 12 – Implementing Business/IT Solutions
3. SAP customers have the choice between upgrading to the most recent version of the application suite or
integrating third-party products into their existing infrastructure. What are the advantages and
disadvantages of each alternative?
Upgrade advantages
• Many new features immediately available
• Faster future implementations
Real World Activities
1. Why are ERP upgrades so complex and expensive? What role does ERP customization, if any, play in
this process? Go online and research other examples discussing ERP upgrades. Can you discern a
pattern in what seems to be the major cost drivers of the upgrade process?
Excessive legacy system customization significantly increases upgrade time and expensive.
2. Place yourself in the position of a WestJet or JetBlue customer while the upgrading was being
implemented. What, if anything, would you have done differently had the companies told you that a
major software upgrade would be happening soon? Should they have told you? Break into small groups
with your classmates and discuss these questions.
I would try to fly with a different airline until the crisis had past.