What

1
Whats Happening?!
FedEx is buying Kinkos for 2.4 billion for
1,200 retail locations 110 of which are
international.
A boost to its package delivery
business. Electronic document delivery. Zap Mail
experience in 1984. Targets medium and small
businesses. A defensive reaction to UPS purchase
of Mail Boxes, Etc.?
Kinkos was founded by Paul Orfalea in Isla
Vista, California in 1970.
2
FYI
If you email me send it to my school address
which is automatically forwarded to me at home.
3
ISM Toastmasters V
The plan is to meet at 400 to 500 on Thursday
starting next week for seven weeks.
Simon Lau Mira Vissell Emily Rosander Raheel
Javaid Hemal Patel
Navneet Mathur Alexander Shusta Steven
Levchenko Eric Lalonde Devon Ward
4
Due Today

1. Introduction Letters and personal resumes.
2. Requests for the company that you will base your
   analysis term paper on in priority sequence.

5
Given your understanding of the content of this
course
Lets begin.
6
Chapter 1 Introduction

• Business and Information Systems Management
  Challenges

7
Objective of the Chapter

• To introduce the major business issues that
• must be addressed to successfully manage a
• business and factors that would influence the
• possible role of information systems as an
• enabler of business success.
• This chapter is an overview of the class

8
Major Chapter Topics

1. Business Success Factors.
2. Three Necessary Perspectives.
3. Simultaneous Revolutions in the Business
   Environment
4. Business Driver Model.
5. Systematic Approach for the Use of Information
   Systems.
6. Three Roles of Information Systems.

9
Business Success Factors

• The chapter cites eight such factors with an
  emphasis on business leadership, company culture
  and effective communication.
• The list would undoubtedly vary in order of
  importance from one executive to another and
  among different industries.

10
Three Necessary Perspectives

• Business Environment
• Specific Industry
• Enterprise Environment
• The Company Itself
• IT Environment
• Used for a competitive advantage

Business Success
11
Simultaneous Revolutions
New Competitors
New Rules of Competition
New Political Agendas
The Business
New Technologies
Industry Structure Changes
New Employees and New Values
New Regulatory Environment
Increasing Customer Expectation
12
Business Drivers
Market
Technology
Employees/ Work
Regulation
Organization
Business Processes
Solutions to Business Requirements
Figure 1-3
13
Systematic Approach to IS
Vision Strategy Tactics Business Plan

• Competitive Options
• Roles, Roles, and Relationships
• Redefine/Define
• Telecommunications as the Delivery Vehicle
• Success Factor Profile

14
Three Roles of Information Systems

• Efficiency
• Doing things better
• Effectiveness
• Doing better things
• within the organization
• Competitive Advantage
• Doing better and new things
• for the customer

15
In Conclusion

• The journey of a thousand miles begins with a
  single step
• -- Chinese Proverb
• Here is your roadmap,
• let the journey begin.

16
Chapter 1

• Business
• and
• Information Systems
• Management

17
Three Necessary Perspectives
Business Success

• Business Environment
• Enterprise Environment
• IT Environment

Figure 1-1
Why 3 perspectives?
18
A Fundamental Premise

• Innovative Uses
• of Information Systems
• Requires a Systematic Approach

19
A Systematic Approach
Vision Strategy Tactics Business Plan

• Competitive Options
• Roles, Roles and Relationships
• Redefine and/or Define
• Telecommunications
• as the Delivery Vehicle
• Success Factor Profile

Figure 1-4
20
A Logical Premise

• Competing with
• Information Technology
• through People.

21
IS Roles (Objective)
1. Efficiency--doing things better.
2. Effectiveness--broadening the scope of
individual tasks, jobs or processes.
3. Competitive Advantage--doing better or
new things for the customer.
Are each of these roles measurable?
22
Key to Business Success
Competitiveness is often the pivotal issue in the
21st century.
Global competitiveness has frequently become the
pivotal issue in the 21st century. (an
offense/defense decision)
23
Competitiveness
How does a business compete?
What benefits does a business gain if it competes
successfully to the point of being a market
leader?
24
Market Leader Benefits?
Increased volumes.
Lower unit cost.
Higher profit margins.
Ability to invest in product development and
market exploitation.
Increased brand strength.
Satisfied customers.
Customers less likely to substitute.
Lower probability of new entrants.
Happy, motivated employees and other stakeholders.
25
Purpose of a Business
The purpose of a business is to create a customer.
For this reason a business has a basic function
and a need to emphasize
1. Marketing.
2. Innovation.
This demands that a business define its goal as
the satisfaction of customer needs.
26
Who is the Customer?
Not a simple or intuitively obvious question.
There is never the customer but multiple
customers that are frequently different.
Each customer has possible different expectations
and values and may think that it is buying
something different or for a different reason.
27
Where is the Customer?
An increasingly important question.
Greatly influenced by increasing mobility on a
global basis.
What does the Internet do to questions regarding
where is the customer?
28
A Successful Business
The right business model now and for the future.

• Is responsive, flexible, adaptable, innovative,
• resilient, talented and financially strong.
• Provides value to customers.

Is anything else necessary to achieve and sustain
business success?
29
Running a successful business is like doing a
jigsaw puzzle. The problem is that the pieces
and the picture are both changing. Cy
ril J. Yansouni Chairman and
CEO Read-Rite Corp.
30
Using IS to Compete
1. Not a new topic.
2. Was relatively new in 1984.
3. The American Hospital Supply story goes
back to the 1960s.
31
My Selection Criteria
Started with list of companies in the In Search
of Excellence book.
Frito-Lay, American Airlines, Boeing
Emphasized the role of senior management to focus
the role of information systems on key business
strategies from the very beginning. Also how IS
was used to make significant changes.
Quickly discovered that good companies could
point me to other good companies.
Wal-Mart, USAA, Federal Express, Schwab, L.L. Bean
32
Using IS to Compete

• American Airlines
• Boeing
• Federal Express
• Frito-Lay
• Frost Inc.
• IBM Canada
• Marion Laboratories
• McKesson Corp.

• L.L. Bean
• National Institutes of Health
• Progressive Corp.
• Charles Schwab
• Security Pacific Bank
• USAA
• University of South Carolina
• Wal-Mart Stores

33
Business Success Factors

• 1. Business Leadership.
• 2. The Ability to Fit the Pieces into the
  Increasingly Bigger Business Picture.
• 3. Organizational Responsiveness and Resilience.
• 4. Realizing That Most Major Customer Problems
  Are Solved Through a Combined Organizational
  Effort.

34
Business Success Factors
5. A Strong Company Culture. 6. Ability and
Willingness to Innovate, Change and Take
Risks. 7. Accomplishing All of These Factors
While Maintaining a Necessary Balance. 8.
Effective and Timely Communication Across
the Entire Organization.
35
Successful Books
In Search of Excellence Lessons from America's
Best-Run Companies by Tom Peters and Robert
Waterman, 1982 (43 companies)
Built to Last by Jim Collins and Jerry Porras,
1994 (20 companies)
Good to Great, 2001 by Jim Collins, 2001
(11 companies)
36
Built to Last
The objective in a six year study was to
systematically identify visionary companies, to
examine how they differed from comparison
companies to understand the underlying factors
that account for their extraordinary long term
position.
Visionary companies were identified based on
their having distinguished themselves as a very
special and elite breed of institutions.
37
Built to Last Companies
Marriott Merck Motorola Nordstrom Phillip
Morris Procter Gamble Sony Wal-Mart Stores Walt
Disney
3M American Express Boeing Citicorp Ford General
Electric Hewlett-Packard IBM Johnson Johnson
38
Good to Great Companies

• Abbott
• Circuit City
• Fannie Mae
• Gillette
• Kimberly-Clark
• Kroger

• Nucor
• Philip Morris
• Pitney Bowes
• Walgreens
• Wells Fargo

39
Selection Criteria

• Premier institution in its industry.
• Widely admired by knowledgeable businesspeople.
• Made an indelible imprint on the world in which
  we
• live.
• Had multiple generations of chief executives.
• Been through multiple product (or service)
  cycles.
• Founded before 1950.

40
Selection Criteria
Started with Fortune 500 ranking of 1,435 largest
publicly traded US companies in 1965, 1975, 1985
and 1995.
Did a sophisticated analysis of compounded annual
return looking for companies that showed a
pattern of above average returns preceded by
average or below average returns. This reduced
the list to 126 companies.
Analyzed the cumulative stock return relative to
the general market looking for good-to-great
stock return patterns. Reduced the list to 19
companies.
41
Dow Jones Industrial List

• McDonalds
• Merck
• Microsoft
• 3M
• Philip Morris
• Procter Gamble
• SBC Communication
• United Technology
• Wal-Mart Stores
• Walt Disney

• Alcoa
• Honeywell
• American Express
• ATT
• Boeing
• Caterpillar
• Citigroup
• Coca-Cola
• DuPont
• Eastman Kodak

• Exxon Mobil
• General Electric
• General Motors
• Hewlett-Packard
• Home Depot
• Intel
• IBM
• International Paper
• JP Morgan
• Johnson Johnson

42
Business Challenges

• Regardless of whose list of successful companies
  one
• related to, what role should (better yet, did)
• information systems play?

2. How do you determine relevance regarding any
of these factors?
43
SIMULTANEOUS REVOLUTIONS
NEW COMPETITORS
NEW RULES OF COMPETITION
NEW POLITICAL AGENDAS
INDUSTRY STRUCTURE CHANGES
THE BUSINESS
NEW TECHNOLOGIES
NEW REGULATORY ENVIRONMENT
NEW EMPLOYEES AND NEW VALUES
EVER INCREASING CUSTOMER EXPECTATIONS
Figure 1-2
44
New Competitors

• Global defines the competitive landscape.
• Aircraft and communication technologies are
  shrinking the
• economic world.
• English has become the international language.
• There are very few countries that are not global
  players.
• Standardization of industrial and consumer
  products.
• Breakdown in industry boundaries is also
  resulting in new
• domestic competitors.
• Technology versus physical competition via the
  Internet.

45
New Rules of Competition

• Speed has become a major success factor
  including time to
• market, time to decisions and response time to
  customers.
• Distribution has become a key competitive
  strategy.
• Productivity defines competitive positioning.
• Assets can become a liability.
• Quality as a competitive factor is a given.
• All business functions must contribute value to
  customers.
• Need to focus on core processes and outsource
  the rest.
• Success is a combination of leadership and
  empowerment.
• When timely to do so, reinvent the business.

46
Industry Structure Changes

• The US has led the way, but the rest of the
  world is also
• deregulating industries and/or privatizing
  government
• owned businesses.
• Freedom from government imposed laws and/or
  controls
• frequently leads to industry structure change.
• IT has prompted industry change because of the
  direct
• access aspects of the Internet.
• Open competition over time results in industry
  change based
• on changing rules of competition.

47
New Regulatory Environment

• One could conclude that there is a definite
  trend towards
• deregulation of industries. In some cases this
  can be
• misleading.
• Highly visible industries tend to be directly or
  indirectly
• regulated in some form.
• As long as there are politicians there will be
  new laws and/or
• regulations that can directly impact specific
  industries.
• Business managers prefer to compete openly
  despite a
• perception of the benefits of having a
  protected market.

48
Increasing Customer Expectations
Is there such a thing as a customer that would be
happier with a more costly, lower quality product
or service?
The better you do in servicing your customer, the
more they will want (and expect)!
Time constraints and pressures on customers also
prompts an increase in their expectations since
they often do not have the time or inclination to
find alternative sources.
On the other hand, the global economy offers more
options and alternative sources.
49
New Employees and Values
Salary and benefit expectations are greatly
influenced by the financial status of people
while they were growing to adulthood.
Different attitudes towards authority and
societal issues.
Surveys say that salary is not the highest
priority for many employees.
Meanwhile, an increasing number of people are
pursuing the startup route to get rich.
50
New Technologies

• IT and transportation technologies have changed
  the world
• of competition and can greatly influence
  success or failure
• of a company.
• The pace of technology change adds to the
  challenge.
• New technologies often complement each other.
• The impact of the Internet as a global network
  is huge.
• Integrating IT into a rapidly changing business
  can be a
• major challenge.

51
New Political Agenda

• Importance of government role in positioning
  industries to
• compete on a global basis.
• Tax policies are an important consideration.
• Regional partnerships are replacing individual
  country roles.
• Protectionism is an on-going threat.
• Monetary and fiscal policies add to challenges
  of competing
• in global markets.
• Political instability has not disappeared from
  the global
• economic world.

52
SIMULTANEOUS REVOLUTIONS
NEW COMPETITORS
NEW RULES OF COMPETITION
NEW POLITICAL AGENDAS
INDUSTRY STRUCTURE CHANGES
THE BUSINESS
NEW TECHNOLOGIES
NEW REGULATORY ENVIRONMENT
NEW EMPLOYEES AND NEW VALUES
EVER INCREASING CUSTOMER EXPECTATIONS
Figure 1-2
53
Worlds Most Valuable Brands
Who are the top ten companies with the worlds
most valuable brands?
9 of top 10 are US companies. The list is not
limited to consumer product companies.
54
Worlds Most Valuable Brands

1. Coca Cola 68.9 Billion
2. Microsoft 65.1
3. IBM 52.8
4. GE 42.4
5. Nokia 35.0
6. Intel 34.7
7. Disney 32.6
8. Ford 30.1
9. McDonalds 25.3
10. ATT 22.8

55
Worlds Most Valuable Brands
11. Marboro 12. Mercedes 13. Citibank 14.
Toyota 15. HP 16. Cisco Systems 17. American
Express 18. Gillette 19. Merrill Lynch 20. Sony
24. Compaq 25. Oracle 32. Dell 43. SAP 49. Apple
53. Sun Microsystems 58. AOL 76. Amazon.com 100.
Beneton
www.interbrand.com
56
Business Drivers
Market
Technology
Employees/ Work
Regulation
Organization
Business Processes
Solutions to Business Requirements
Figure 1-3
57
Business Environment
It has become more difficult to describe a
business environment that applies to everyone.
Historically an environment that was conducive to
success within a specific industry was good for
every company in the industry.
Today, the companies within a specific industry
can have a wide range of different performances
and results.
58
For Instance

• Contrast the success of Wal-Mart with
• the following three retailers
• Kmart
• Montgomery Ward
• Sears, Roebuck

59
IT Relevance?
Industries with a high information content.
Industries with less information content.
60
A Logical Goal?

• 1. Competing with Information Technology.

2. Using Information Systems to Compete.

• 3. Creating the Necessary Environment to Use
• Information Systems to Compete.

61
The Information Technology Environment
Administrative Framework Regulated Monopoly Fre
e Market Regulated Free Market
Primary Target
Justification/ Purpose
ERA I Data Processing ERA II End User
Computing ERA III Strategic Systems
Productivity/ Efficiency
Organizational
Individual
Effectiveness
Business Processes
Competitive Advantage
Source Cash, McFarlan, McKenney and Appleton,
Corporate Information Systems Management,
Richard D. Irwin,1992, 3/E, p. 11, adapted.
Figure 1-5
62
How Fragile is Business Success?
How much of the answer to this question is
related to business leadership and strategies?
How much of the answer to this question is
related to information technology leadership
and strategies?
63
IT Significance
If your business lives by information technology
can it also die by information technology?
How much of an IT dependency does a company have?
How much change must they deal with in defining
their business to be successful in the future?
64
A Quick IS Assessment

• 1. How is Business?
• 2. Is the Information Systems Manager a Member of
  the Top Management Team?
• 3. What Percentage of the Operating Budget of the
  Business is for Information Systems?

65
Examples of Successful Company Use of I/S to
Compete

• Boeing Airplane Company
• Wal-Mart Stores
• Bissett Nursery Corp.
• Federal Express
• Charles Schwab
• USAA
• L.L. Bean
• Progressive Corp.

Your quota is 5 companies!
66
Best ISTC Industries

• Transportation Industry
• American Airlines
• American President Co.
• British Airways
• CSX
• Delta Airlines
• FedEx
• Singapore Airlines
• Union Pacific
• United Airlines
• UPS

• Retail Industry
• L. L. Bean
• Dillards Dept. Store
• The Gap
• Home Depot
• Kmart
• Mens Wearhouse
• Mervyns
• J C Penney
• Toys R Us
• Wal-Mart Stores

67
Worst ISTC Industries

• Construction Industry

Petroleum Industry
Federal Government
68
Can the IS be right if
1. The business climate is wrong.
2. The business strategy is wrong.
3. The business leadership is wrong.
69
Business Strategy and IS

• Concepts.
• Relative To (Bigger Picture).
• Company Examples.

70
Conclusions
To logically and effectively position information
systems within an organization one must begin by
understanding the environment and the company
itself. Then and only then can you understand
the significance of the role of information
systems.