End-User Information Systems: Implementing Individual and Work Group Technologies (2nd Edition)

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9780130182647: End-User Information Systems: Implementing Individual and Work Group Technologies (2nd Edition)

For courses in End-User Information Systems, Help Desk Management, or Business Process Redesign courses in undergraduate and graduate schools. A balanced presentation of technological and managerial issues emphasizing the improvement of individual and workgroup performance through information technology. Featuring an end-user approach to systems analysis, this text clearly addresses the links between information systems technology, people, and organizational goals. It provides a comprehensive, thoroughly up-to-date treatment of IS design, analysis, and implementation, with a practical focus on shaping information systems to enhance employee performance and carry out "real-world" business strategies. It includes a strong emphasis on workgroup (collaborative) technologies, knowledge management, and change leadership. The text is technically thorough, yet clear enough to be followed by non-specialists. One of its main strengths is the authors' use of an original project management method. This unique methodology makes the text easier to follow, and at the same time equips students with a useful model for managing projects in the workplace.Along with its emphasis on employee performance and business effectiveness, this text offers superior coverage in several key areas including knowledge management and end-user training. This text establishes a much-needed methodological link between systems analysis and work process redesign. It also distinguishes effectively between designing transaction processing systems and designing for end-user computing.

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From the Inside Flap:

Preface

In this second edition of End-User Information Systems: Implementing Individual and Work Group Technologies, we continue our examination into how technologies are impacting not only organizations, but also the individuals and groups who integrate technologies to support the work they do. What does the information systems professional or manager who is responsible for planning and implementing new information systems-based work tools need to know about this dynamic field? What are these new tools? How can they support specific business objectives? What people-related issues are involved and how do managers address them? How can information technology improve individual and group performance? How can it be used to streamline work flow and improve business processes? What do you need to know to ensure that the right technologies are used in the right way by the right people?

Throughout the text, we emphasize the need to improve business performance, not merely to automate existing procedures. We believe that the successful implementation of technology is a management issue. Toward this end, end-user information systems (EUIS) is viewed as a catalyst for innovative problem solving. We bring to bear a wealth of experience on improving performance in the workplace. Thus, this text is designed to develop an understanding of business applications and organizational development as well as technology. It is intended to bring the impact of high-level talk about communications tools and business process redesign to the practical level of implementation at the desktop where it counts most.

As both practitioners and academics, we bring together the best of two worlds: a strong conceptual framework and good, practical know-how. Our combined years of experience and study of the field have resulted in a unique textbook that addresses the need for effective planning, use, and management of information technologies at all levels of the organization. Our goal here is not only to describe the what and how of EUIS but also the why.

Thus, the purpose of this book is to provide a balanced discussion of the technological and managerial issues related to integrating information systems into the workplace. Using information technology is not the same thing as integrating it into work processes. Integrating means changing the way work is done to improve workplace performance. It is not a one-shot solution but an evolving, continuous process. This text acknowledges that process and identifies not only the technology but also the need for systems professionals, managers, and end users to work together to understand their corporate culture and business requirements. This is the only way to ensure effective solutions. End-User Information Systems: Implementing Individual and Work Group Technologies is appropriate for information systems courses related to end-user information systems, systems analysis and design, business process design, the management of information technology, or technology and change management. It meets the requirements for IS'97.3 Information Systems Theory and Practice in the IS'97 model undergraduate curriculum co-sponsored by the Association for Computing Machinery (ACM) and the Association of Information Technology Professionals (AITP; formerly DPMA) and OEIS-1 Organizational and End-user Information Systems Concepts, and OEIS-3 & 4 Organizational and End-user Information Systems Planning and Design/ Implementation and Evaluation in the Organizational and End-user Information Systems Model Curriculum sponsored by the Organizational Systems Research Association. ABOUT THIS BOOK

The book is divided into five parts and sixteen chapters. The parts and chapters are presented in a logical conceptual order, but each unit can be used alone as needed to meet specific instructional objectives. Adopters of this textbook will also have access to an auxiliary chapter, "Trends and Future Directions," which will be available through the Prentice Hall Web site. This online chapter will examine organizational "shifts" and their implications for the future management of information systems.

Part I, "End-User Information Systems: Organizational and Technical Foundations," presents an overview of managerial issues and technologies for end-user information systems. It introduces the concept of using information technology to improve workplace performance. Part I also includes perspectives on understanding the way today's networked organizations operate, thus setting the stage for subsequent chapters.

Part II, "End-User Information Systems: Business Solutions," begins by describing how specific technologies are used by various information or knowledge workers. Software applications appropriate for managers, professional and technical workers, sales and marketing personnel, and administrative support staff are discussed in detail. This second edition also devotes a chapter to work group computing, describing the technologies and the planning required for their successful implementation. The part concludes with a discussion of how Knowledge Management (KM) is permeating all aspects of our work lives and ways in which end users make significant contributions to KM development, implementation, and use.

Part III, "End-User Information Systems: Implementation and Support," covers the theory and practice vital to understanding the impact of information technologies on individuals, groups, and the organization. In this section-we examine formal and informal strategies individuals use to apply technologies to their work and communications tasks. We also describe trends and directions related to the management of the Help Desk. This section concludes with an overview of the myriad of technology-related issues facing line managers and end users, including virus protection, encryption systems, and physical security of hardware and software.

Part IV, "Workplace Performance: The Impact of Information Technology on Individuals, Groups, and Organizations," begins by defining productivity, and summarizes strategies for putting hard dollar values on end-user productivity. Human factors of information technologies-hardware, software, and workplace design issues are also overviewed. Theoretical and practical aspects of managing change are examined in regard to the introduction of new technology tools. This part concludes with a discussion of the importance of business process and job design issues and strategies.

Part V, "End-User Information Systems Project Management," describes EUIS project management, a process that is unique to this text. It provides a practical methodology for linking technology implementation to workplace performance. Part V addresses both the theory and practice related to designing and implementing effective EUIS. This part emphasizes issues involved in planning and implementing information technologies and offers practical solutions to problems encountered in the systems analysis process. FEATURES OF THE BOOK

End-User Information Systems: Implementing Individual and Work Group Technologies includes a wide range of features to facilitate coverage of important topics and ensure readers' understanding.

Objectives. Each chapter begins by identifying specific behavioral objectives to help the reader focus on key information presented in the chapter. Discussion Questions. Each chapter concludes with questions appropriate for generating classroom discussion. The questions require readers to integrate and apply the knowledge gained in each chapter. Application Exercises. Each chapter also concludes with enrichment exercises that ask the reader to interview a vendor or end user, investigate an identified problem, or develop a solution to a specific problem. Such activities suggest appropriate field work or library research. Suggested Readings and Web Sites. To build on or expand the concepts presented in the chapter, each chapter concludes with a list of readings and Web sites that the reader may pursue for additional information or study. Spotlight on Solutions. Interspersed throughout each chapter are illustrations of ways in which the concepts being discussed are applied in organizational settings. These are stories about real people and real organizations. Practical Approach. Throughout the text, we've attempted to offer realistic approaches to designing and implementing effective end-user information systems. The text combines practical experience with the latest research findings on EUIS to present a realistic, informed approach to understanding what works and what does not in organizational settings. Attractive Format. An attractive format and extensive charts, diagrams, photographs, and illustrations enhance the readability of the text and promote readers' understanding of the material. New Chapters. The text includes new chapters on work group computing, Knowledge Management, Help Desk management, and organizational change, topics seldom covered in information systems or computer systems introductory texts. Additionally, chapter 14, "EUIS Project Management: Foundations and Overview," offers the theoretical foundation for a newly expanded and comprehensive project management method that is covered in detail in the following two chapters. New topics mean a new definition of what the systems professional and the line manager should know! Case Studies. Case studies are provided at the end of selected chapters and parts. Additional cases will be available on the text Web site. INSTRUCTOR RESOURCES

An instructor's manual with test item file is available to adopters, including a lecture outline, chapter overview, teaching suggestions, and suggested answers to the end-of-chapter questions. Please contact your local Prentice Hall representative to obtain a printed copy. The instructor's manual, without the test item file, is also available for download from the text Web site at prenticehall/regan. The Web site also features the online chapter, "Trends and Future Directions," PowerPoint slides, additional cases, and links to related Web sites as referenced in the text.

End-User Information Systems: Implementing Individual and Work Group Technologies offers a comprehensive overview of end-user information systems in organizations and emphasizes the evolving roles of the systems analyst, the line manager, and the end user. The text describes technology in a style and format that make the opportunities and risks it presents understandable to the reader. At the same time, the text challenges readers to learn more about this dynamic field and the many career opportunities it provides.

Elizabeth A. Regan
Bridget N. O'Connor Acknowledgments

We wish to thank the following individuals for reviewing the manuscript, making useful suggestions, or providing other assistance for the development and production of the text: Joel D. Levy, Senior Vice President/CIO, The Segal Company, New York City and Mark Bell, graduate student and instructor at University of Kentucky, Lexington Community College.

In addition, thank you to the following reviewers: Sherri Harms, Lincoln University; Steven Hunt, Morehead State University; Roberto Mejias, The University of Oklahoma; Carol Okolica, Dowling College; and Donald Robertson, Florida Community College.

We also thank the dedicated staff at Prentice Hall: Mickey Cox, Editor-in-Chief; David Alexander, Senior Editor; Bob Horan, Executive Editor; Gail Steier de Acevedo, Production Manager; Kelly Warsak, Production Coordinator; Natacha St. Hill Moore, Manufacturing Buyer; Lori Cerreto, Associate Editor; Sharon Turkovich, Senior Marketing Manager; Nancy Welcher, Media Project Manager; and Erika Rusnak, Editorial Assistant.

From the Back Cover:

This text is designed for end-user information systems, help desk management, office automation, and other courses that address the links between information systems technology, people, and organizational goals.

Featuring an end-user approach to systems analysis, this text provides a comprehensive, practical, and up-to-date treatment of information systems design, analysis, and implementation. The text is technically thorough, yet written in a business-oriented style that is clear enough to be followed by the nonspecialist.

Distinctive Concentration

End-User Information Systems: Implementing Individual and Work Group Technologies, Second Edition presents a strong emphasis on organizational realities and designing end-user and office information systems to achieve practical business goals. Its unique focus on work-process redesign successfully links the methodologies of reengineering to systems analysis.

A Text for Future Information Systems Professionals

Extensive pedagogy and learning aids include chapter objectives, discussion questions, application exercises, boxed features, illustrations and photos, an index, selected readings, and comprehensive case studies that enhance the practicality of this text.

Mini-cases are included with each chapter. There are several comprehensive cases throughout the book, and additional cases are available on the Web site for added experiential material.

The Web site at www.prenhall.com/regan includes the instructor's manual, a one-way list service, PowerPoint slides, and the online chapter "Trends and Future Directions."

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