Mini Case 1: Delta, Lufthansa etc..

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Mini Case 1 Delta, Lufthansa etc..

• Computer system technologies and functions that
  are included with self-service kiosks are
• Networked special purpose microcomputer
  terminals, which include video touch screens as
  the user interface, along with a built in
• High speed thermal printer for flight itineraries
  and boarding passes.
• A magnetic stripe card reader that is used to
  read customers airline and credit cards.
• Connected to credit companies and banks
  databases
• Integrated with airlines internal application
  system

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Delta, Northwest cont

• Possible other technologies
• Connect with federal databases for customer
  identification
• Passport reader/multi language processors and
  translators
• Intelligent kiosks
• Pen-based handwriting recognition features
• Wireless links for travels with PDAs and
  Internet-enabled cellular and PCS phones.
• Biometrics (Image, speech, fingerprints
  recognition.
• Identification recognition (fingerprints etc.)
• Remote check-ins ( hotel, home, office etc)

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The customer value of self service kiosks for
airline check-ins is

• Customer More Control
• Upgrades
• Seat selection
• Change flights/seat
• Check baggage
• Stand by
• Less people interaction for the introvert the
  reduction in face-to-face interaction can
  sometimes be beneficial
• Time savings
• Convenience
• Family check-ins
• Pay by credit card any upgrade/change etc.

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What is the business value of self-service kiosks
in the airline industry?

• Reduces costs or at least reduces the increase in
  cost.
• Space savings
• Improved efficiency
• Improves customer relations by making check-in
  and subsequent activities are easy as possible.
• Reduces the waiting time for customers that
  increased after Sept. 11.
• Improves customer goodwill
• Stay ahead of competition by continuously adding
• features like hotel reservations, weather
  information

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Still a strategic advantage?

• Maybe, not any more
• Kiosk were competitive advantages when they
  started probably around 2002. Airlines offered
  miles to customers to use kiosk but now they are
  a necessity.
• Many airlines still can not afford it
• However, Continuous improvements can still
  provide competitive advantage
• Intelligent -Talking kiosks (real time help)
• Continuous improvement and streamlining of
  traveler check-in activities, especially after
  Sept. 11, will always be provide advantage.
• A reduction of costs or a reduction in the
  increase in costs in a highly competitive
  industry will always provide advantage.
• Continuous enhancement of customer goodwill will
  always be strategic
• Online entertainment (casino, massage, card games
  etc..) may provide some advantage, especially on
  international flights
• Provide reports on delays and alternatives on
  line in real time

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RWC 2 Maryland and Colorado Serving Its
Citizens Without Using Wires

• What is the business value of advanced mobile
  technologies to Marylands emergency management
  services?
• Direct agents --toward places where their
  presence is required
• Give notice of impending natural disasters with
  forecasts and instructions on how to proceed.
• Improve information gathering on the extent and
  magnitude of devastation.
• Reduce the amount of manual data-entry, leading
  to improved response times and reduction of
  errors (i.e. address is automatically captured
  and pop-up menus limit possible answers).

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In what other government services could GPS serve
to provide business value? Give some examples.

• States National Guards, to monitor and direct
  personnel in case of an emergency.
• Emergency Services, to direct ambulances,
  firefighters, etc.
• Department of Treasury / Federal Reserve, to
  track the location of armored trucks both for
  regular traffic and in case of a hijacking.
• The military in general, given that it has one of
  the largest manpower and logistics network in the
  country.

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Are there disadvantages or risks associated with
the deployment of GPS systems to monitor the
location of people? Explain.

• Invasions of privacy
• Limitation on the freedom of movement
• Could allow not only the government but also
  private individuals to monitor other peoples
  movements.

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Developing Business/IT Solutions

• Systems Development Life Cycle
• Prototyping
• End User Development
• Project Management
• Change Management

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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 cycle to develop and
   implement a business information system.

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Learning Objectives

• Explain how prototyping can be used as an
  effective technique to improve the process of
  systems development for end users and IS
  specialists.
• Understand the basics of project management and
  their importance to a successful systems
  development effort.
• Identify the activities involved in the
  implementation of new information systems.

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Learning Objectives

• Compare and contrast the four basic system
  conversion strategies.
• Describe several evaluation factors that should
  be considered in evaluating the acquisition of
  hardware, software, and IS services.
• Identify several change management solutions for
  end user resistance to the implementation of new
  information systems.

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Systems Analysis and Design

• SA D
• Overall process by which IS are designed and
  implemented within organizations
• Two most common approaches to SA D
• Object-oriented analysis and design
• Systems Development Life Cycle

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• Systems Life Cycle concept

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Systems Development Lifecycle (SDLC) p 368
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• Data flow diagram (DFD)

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• Leveling DFDs

How to factor a system?

• The BLACK BOX concept
• you know the inputs it expects
• you know the outputs it should give back
• you know its function (what it does)
• you do not need to know the specifics to use it
• Controlling complexity of black boxes
• each box should solve one well-defined piece of
  the problem
• each box should be easy to understand
• connections should be made as simple as possible

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• Exploding DFDs

C
CONTEXT
LEVEL 0
I
P
O
LEVEL 1
I
P
O
I
P
O
I
P
O
LEVEL 2
I
P
O
I
P
O
O
I
P
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Prototyping

• The rapid development and testing of working
  models
• Used in design phase
• Especially useful when end user requirements are
  hard to define

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Prototyping Life Cycle P375
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Prototyping

• Can be used for small and large systems
• But if system is large, usually prototype just
  parts
• Develop quickly
• Refine until acceptable

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User Interface Design

• Focuses on supporting the interactions between
  end users and their computer-based applications
• Frequently prototype the user interface

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End User Development

• IS professional plays a consulting role
• End user does his/her own application development
• Contrast in traditional life cycle
• End user is customer
• IS profession does development

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End User Development p379
Source Adapted from James N. Morgan, Application
Cases in MIS, 4th ed. (New York
Irwin/McGraw-Hill, 2002), p. 31.
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Project Management

• IT and business unit managers
• enforce a project plan which includes
• job responsibilities,
• time lines for major stages of development, and
• financial budgets

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Project

• A project
• Is a set of activities with a clear beginning and
  end
• Each project has
• Goals
• Objectives
• Tasks
• Limitations

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Managing a project

• To manage a project need
• Process
• Tools
• Techniques

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Conversion

• Conversion from use of present system to
  operation of new system
• Direct
• Phased
• Pilot
• Parallel

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Implementation Challenges

• New system involves major organizational change
• Manage changes to
• Business processes
• Organizational structures
• Managerial roles
• Work assignments
• Stakeholder relationships

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User Resistance

• New way of doing things generates resistance
• Key to solving is
• User involvement in organizational changes and
  development of new systems
• User involvement
• End users on systems development teams
• End user ownership of new system

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JAD

• Joint application development (JAD)
• Its distinguishing feature is a carefully
  prepared 2 to 4 day meeting bringing together
  user representatives and IS staff members.
• JAD tries to eliminate misunderstandings that
  often persist despite lengthy user interviews
  during the analysis needed for functional
  specifications and external specifications.

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RAD

• Rapid Application Development (RAD)
• The availability of powerful CASE software makes
  it possible for developers to create systems much
  faster than ever before.
• Too often, the user specifications are frozen
  before the technical design, coding and testing
  are accomplished.
• In other cases, users are presented with an
  inadequate system because the needs of the
  business have changed substantially during the
  many months spent waiting for the system to
  become operational.
• The shorter the elapsed time between User Design
  and cutover, the more likely it is that the
  system will be satisfactory to the users

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Exercise

• Develop a context Diagram for a small bank for
  Loan Granting process
• Identify EXTERNAL entities
• Develop a Context diagram

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Context Diagram I-P-O

• Steps
• INPUT
• Customer requests loan through an Application
  (input)
• Credit Bureau provides customer credit history
  (input)
• Customer acceptance of loan (if accepted)
• Customer provides completed (Executed) Loan
  Contract
• PROCESS Process Loan
• OUTPUT
• Outcome Accept/Reject
• IF Loan is approved
• Send acceptance notification
• IF accepted by customer
• Send Loan Contract
• Send Loan Amount
• ELSE
• Stop

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Customers Credit History
Credit Bureaus
Request credit
Loan Granting Process
Application
Executed Loan Contract
Acceptance/ Rejection of Loan
Notice of Acceptance or Rejection
Customer
Loan Contract
Loan Funds
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• Assume following processes (data Fragments) at
  level 0 for the Loan Granting Process
• Application Process
• Loan Process
• Execute Loan
• Loan Delivery
• Explode the context diagram for level 0 for the
  above processes

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• 1.0 Application Process
• INPUT
• from Context diagram .Customer .APPLICATION
• PROCESS
• Check for applications completeness
• OUTPUT
• Completed Application
• 2.0 Loan Process
• INPUT
• from context diagram customer credit History
• From Bank CUSTOMER database customers history
  with the bank
• Completed Application
• Bank rules from RULE database regarding banks
  policy on loans
• PROCESS
• Based on banks rule decide if customer meets
  requirements for loan

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Application
1.0 Application Process
Bank Rules
Customers Credit History
Completed Application
Credit Bureaus
Banks Rules
Request credit
2.0 Loan Process
Customer
History
Customer Database
Notice of Acceptance or Rejection
Update Customer
Acceptance or Rejection of Loan
Customer
Loan Completed
3.0 Execute Loan
Loan Contract
4.0 Loan Delivery
Loan Funds
Executed Loan Contract
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Additional Readings

• Learn How to Draw DFDs
• Free DFD Software
• Business process reengineering
• How are new Business systems born?       
• System Development Life Cycle 
• JAD