Submission Requirements Format Microsoft Word (or compatible).docxdeanmtaylor1545
Submission Requirements
? Format: Microsoft Word (or compatible)
? Font: Arial, size 12, double-space
? Citation Style: Follow your school�s preferred style guide
? Length: 2 page
? APA Format
? No resources before 2015
? Must complete all parts to answer the questions
*** will be reviewed for plagiarism prior to all grading
“Your Company” is expanding. The company wants additional network controls to protect their growing network.
Tasks
Consider the Windows servers and workstations in the domains of a typical IT infrastructure. Based on your understanding of network security controls, recommend at least four possible controls that will enhance the network’s security. Focus on ensuring that controls satisfy the defense in depth approach to security.
Summarize your network security controls in a summary report to management.
You must provide rationale for your choices by explaining how each control makes the environment more secure and what potential flaws the controls have as well.
Global
editionGlo
b
a
l
ed
it
io
n
this is a special edition of an established
title widely used by colleges and universities
throughout the world. Pearson published this
exclusive edition for the benefit of students
outside the United States and Canada. if you
purchased this book within the United States
or Canada you should be aware that it has
been imported without the approval of the
Publisher or author.
Pearson Global Edition
Global
edition
For these Global editions, the editorial team at Pearson has
collaborated with educators across the world to address a
wide range of subjects and requirements, equipping students
with the best possible learning tools. this Global edition
preserves the cutting-edge approach and pedagogy of the
original, but also features alterations, customization, and
adaptation from the north american version.
it
Strategy:
Issues and Practices
M
cK
een
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it Strategy
Issues and Practices
tHiRd edition
James D. McKeen • Heather A. Smith
t
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McKeen_1292080264_mech.indd 1 28/11/14 12:56 PM
IT STraTegy:
ISSueS and PracTIceS
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A01_MCKE0260_03_GE_FM.indd 2 26/11/14 9:32 PM
IT STraTegy:
ISSueS and PracTIceS
T h i r d E d i t i o n
G l o b a l E d i t i o n
James D. McKeen
Queen’s University
Heather A. Smith
Queen’s University
Boston Columbus Indianapolis New York San Francisco Hoboken
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto
Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
A01_MCKE0260_03_GE_FM.indd 3 26/11/14 9:32 PM
Editor in Chief: Stephanie Wall
Head of Learning Asset Acquisition, Global Edition: Laura Dent
Acquisitions Editor: Nicole Sam
Program Manager Team Lead: Ashley Santora
Program Manager: Denise Vaughn
Editorial Assistant: Kaylee Rotella
Assistant Acquisitions Editor, Global Edition: Debapriya Mu.
Submission Requirements Format Microsoft Word (or compatible).docxdavid4611
Submission Requirements
? Format: Microsoft Word (or compatible)
? Font: Arial, size 12, double-space
? Citation Style: Follow your school�s preferred style guide
? Length: 2 page
? APA Format
? No resources before 2015
? Must complete all parts to answer the questions
*** will be reviewed for plagiarism prior to all grading
“Your Company” is expanding. The company wants additional network controls to protect their growing network.
Tasks
Consider the Windows servers and workstations in the domains of a typical IT infrastructure. Based on your understanding of network security controls, recommend at least four possible controls that will enhance the network’s security. Focus on ensuring that controls satisfy the defense in depth approach to security.
Summarize your network security controls in a summary report to management.
You must provide rationale for your choices by explaining how each control makes the environment more secure and what potential flaws the controls have as well.
Global
editionGlo
b
a
l
ed
it
io
n
this is a special edition of an established
title widely used by colleges and universities
throughout the world. Pearson published this
exclusive edition for the benefit of students
outside the United States and Canada. if you
purchased this book within the United States
or Canada you should be aware that it has
been imported without the approval of the
Publisher or author.
Pearson Global Edition
Global
edition
For these Global editions, the editorial team at Pearson has
collaborated with educators across the world to address a
wide range of subjects and requirements, equipping students
with the best possible learning tools. this Global edition
preserves the cutting-edge approach and pedagogy of the
original, but also features alterations, customization, and
adaptation from the north american version.
it
Strategy:
Issues and Practices
M
cK
een
Sm
ith
it Strategy
Issues and Practices
tHiRd edition
James D. McKeen • Heather A. Smith
t
H
iR
d
e
d
it
io
n
McKeen_1292080264_mech.indd 1 28/11/14 12:56 PM
IT STraTegy:
ISSueS and PracTIceS
A01_MCKE0260_03_GE_FM.indd 1 26/11/14 9:32 PM
A01_MCKE0260_03_GE_FM.indd 2 26/11/14 9:32 PM
IT STraTegy:
ISSueS and PracTIceS
T h i r d E d i t i o n
G l o b a l E d i t i o n
James D. McKeen
Queen’s University
Heather A. Smith
Queen’s University
Boston Columbus Indianapolis New York San Francisco Hoboken
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto
Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
A01_MCKE0260_03_GE_FM.indd 3 26/11/14 9:32 PM
Editor in Chief: Stephanie Wall
Head of Learning Asset Acquisition, Global Edition: Laura Dent
Acquisitions Editor: Nicole Sam
Program Manager Team Lead: Ashley Santora
Program Manager: Denise Vaughn
Editorial Assistant: Kaylee Rotella
Assistant Acquisitions Editor, Global Edition: Debapriya Mu.
MGMT 501Satterlee Chapters 1 – 2 OverviewsChapter One provideDioneWang844
MGMT 501
Satterlee: Chapters 1 – 2 Overviews
Chapter One provides an introduction to the field of management. The introduction is based on five essential concepts:
· Management vs. leadership.
· The roles, work, and importance of management.
· The effective vs. ineffective manager.
· The manager’s relationship with organizational constituents.
· Managerial career development.
First, the similarities and differences between management and leadership are discussed as well as the related concept of followership.
Second, the reader is introduced to the work of management—specifically why managers are important to the organization—the differing organizational roles managers play, and the general types of managers.
· The first essential concept focuses on the work and relevance of management to the organization.
· The second and third essential concept focuses on the relationships of managers within the organization.
· The fourth essential concept focuses on the skills and characteristics of the effective and ineffective manager and how they differentiate.
· The fifth essential concept concerns managerial relationships—in terms of the overall organizational levels, environments, and stakeholders.
The chapter concludes with a discussion of managerial career development.
Chapter Two provides the historical development of the field of management covered in four essential categories:
· Scientific management theory.
· Administrative management theory.
· Quantitative management theory.
· Modern management “gurus.”
The chapter begins with a summary of the historical development of modern management thinking, from Adam Smith (1776) through the Industrial Revolution (late 1800s).
Next, the three historical eras of modern theory are discussed, specifically scientific management (early twentieth century), administrative management (mid twentieth century), and quantitative management (later twentieth century).
Finally, the chapter concludes with historical development of management gurus, including their impact on contemporary management thought.
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IT STraTegy:
ISSueS and PracTIceS
T h i r d E d i t i o n
James D. McKeen
Queen’s University
Heather A. Smith
Queen’s University
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto
Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
Editor in Chief: Stephanie Wall
Acquisitions Editor: Nicole Sam
Program Manager Team Lead: Ashley Santora
Program Manager: Denise Vaughn
Editorial Assistant: Kaylee Rotella
Executive Marketing Manager: Anne K. Fahlgren
Project Manager Team Lead: Judy Leale
Project Manager: Thomas Benfatti
Procurement Specialist: Diane Peirano
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4Type name of case study hereType Your Full Name H.docxalinainglis
4
Type name of case study here
Type Your Full Name Here
Professor Dr. Lynda Marshall
University Of The Cumberlands
Organization Leadership
And
Decision Making
Type Date Here
Abstract
Type a paragraph that briefs your audience/ reader about your paper. Synthesize each topic of discussion. The abstract section is always typed on page 2 following the title page. Font type is Times New Roman with 12 font size letters.
Introduction
Type a paragraph that prepares your audience/ reader on what you are about to say. Indent the first sentence of each paragraph and include in-text citations using the list from your reference list. Font type is Times New Roman with 12 font size letters.
1. Type question here
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Last Name, Abbreviate First Name. Abbreviate Middle Name. (Year). Type title of article here and in Italic font. (Web Article). Retrieved from Type or Paste URL Address here
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IT STraTegy:
ISSueS and PracTIceS
T h i r d E d i t i o n
James D. McKeen
Queen’s University
Heather A. Smith
Queen’s University
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto
Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
Editor in Chief: Stephanie Wall
Acquisitions Editor: Nicole Sam
Program Manager Team Lead: Ashley Santora
Program Manager: Denise Vaughn
Editorial Assistant: Kaylee Rotella
Executive Marketing Manager: Anne K. Fahlgren
Project Manager Team Lead: Judy Leale
Project Manager: Thomas Benfatti
Procurement Specialist: Diane Peirano
Cover Designer: Lumina Datamantics
Full Service Project Management: Abinaya Rajendran at Integra Software Services, Pvt. Ltd.
Cover Printer: Courier/Westford
Composition: Integra Software Services, Pvt. Ltd.
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Text F.
Store InfoStore #OpenCloseOpenClosePart TimeFull TimeSalariedOffic.docxsusanschei
Store InfoStore #OpenCloseOpenClosePart TimeFull TimeSalariedOfficeMerchandiseWarehouseTotalWeek
DaysWeek
EndsWeekdays & Weekends11001800190013001800850351560030000450007560012.914780110029002300900230020007094502400022200466508.312.8560110039002100120023002400601042525250377506342511.29.65601100490017001100170013002584001500060002140015.813.73751100570022009002000275070530014550190003385013.419.2245
WagesWagesPart-time per hour$ 8.00Full-time per hour$ 12.00Salaried per year$ 31,000.00
JanitorialCostsCleaning/Janitorial ServicesOfficeMerchandiseWarehouseCleaned MonthlyCleaned WeeklyCleaned QuarterlyJanitorial (per SF)$ 0.12$ 0.025$ 0.050
MiscDataMiscellaneous DataNumber of Stores5Part Time (Hrs per week for each Employee)20Full-time (Hrs per week for each Employee)40Weeks per Quarter13Week per Year52Weekdays per Week5Weekend Days per Week2Quarters per Year4Number of Months per Year12Yearly Property Taxes (per SF)$ 0.20
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4
5
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11002
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900
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900
2100
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11004
900
1700
1100
11005
700
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900
Global
editionGlo
b
a
l
ed
it
io
n
this is a special edition of an established
title widely used by colleges and universities
throughout the world. Pearson published this
exclusive edition for the benefit of students
outside the United States and Canada. if you
purchased this book within the United States
or Canada you should be aware that it has
been imported without the approval of the
Publisher or author.
Pearson Global Edition
Global
edition
For these Global editions, the editorial team at Pearson has
collaborated with educators across the world to address a
wide range of subjects and requirements, equipping students
with the best possible learning tools. this Global edition
preserves the cutting-edge approach and pedagogy of the
original, but also features alterations, customization, and
adaptation from the north american version.
it
Strategy:
Issues and Practices
M
cK
een
Sm
ith
it Strategy
Issues and Practices
tHiRd edition
James D. McKeen • Heather A. Smith
t
H
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e
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it
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McKeen_1292080264_mech.indd 1 28/11/14 12:56 PM
IT STraTegy:
ISSueS and PracTIceS
A01_MCKE0260_03_GE_FM.indd 1 26/11/14 9:32 PM
A01_MCKE0260_03_GE_FM.indd 2 26/11/14 9:32 PM
IT STraTegy:
ISSueS and PracTIceS
T h i r d E d i t i o n
G l o b a l E d i t i o n
James D. McKeen
Queen’s University
Heather A. Smith
Queen’s University
Boston Columbus Indianapolis New York San Francisco Hoboken
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto
Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
A01_MCKE0260_03_GE_FM.indd 3 26/11/14 9:32 PM
Editor in Chief: Stephanie Wall
Head of Learning Asset Acquisition, Global Edition: Laura Dent
Acquisitions Editor: Nicole Sam
Program Manager Team Lead: Ashley Santora
Program Manager: Denise Vaughn
Editorial Assistant: Kaylee Rote.
Sheet1Pasadena Facility Inventory Status of PlantsAs of September.docxmanningchassidy
Sheet1Pasadena Facility: Inventory Status of PlantsAs of September 30Total Items in StockAverage PriceMedian PriceLowest PriceHighest PriceSpecialty Plant TypesSpecialty Quantity in StockQuantity in StockItem #/CategoryItem NameRetail PriceSizeSpecial Feature951123-EdiblesMacadamia Nut15.4224"Fall Color371267-Container PlantsClematis Hank28.9542"Fall Color581843-BonsaiFragrant Plum24.9510"Showy781852-SpecialtyBanana Cream13.9514"Pollenizer931862-Container PlantsMinny Pearl16.9515"Showy272132-EdiblesSeptember Raspberry7.5812"Fall Color782157-SpecialtyElite Gold Pineapple12.6516"Easy Care282158-SpecialtySalzia Glue15.9512"Fall Color242176-Container PlantsStrawberry Sweet6.596"Showy262201-EdiblesDwarf Banana18.5924"Easy Care562202-EdiblesTop Hat Blueberry18.9518"Easy Care242202-Vine RosesMagid Hybrid11.3514"Pollenizer492219-Vine RosesSunshine Dream16.5724"Fall Color652223-Vine RosesPurple Splash25.9514"Showy1752266-Vine RosesWing Ding45.9541"Fall Color182268-SpecialtyTetrapleed Breeder54.9524"Fall Color282278-Container PlantsBlanket Flower24.9516"Easy Care192308-Container PlantsCinnamon Tree16.5812"Easy Care562317-Vine RosesPope Benedict11.3516"Pollenizer1352356-Vine RosesBlack Pie26.9511"Fall Color452364-EdiblesSuper Dwarf Tomato34.9536"Easy Care362402-EdiblesDwarf Raspberry28.9528"Easy Care522404-Vine RosesHot Chocolate10.5918"Pollenizer492428-EdiblesElite Pineapple38.9528"Easy Care232437-SpecialtyCashew Tree26.9533"Easy Care1502439-EdiblesHoliday Assortment34.9535"Pollenizer422543-Container PlantsLavandula14.9512"Showy322580-SpecialtyNew Dimension31.9526"Pollenizer522582-Container PlantsChandler Blueberry18.6524"Easy Care
Global
editionGlo
b
a
l
ed
it
io
n
this is a special edition of an established
title widely used by colleges and universities
throughout the world. Pearson published this
exclusive edition for the benefit of students
outside the United States and Canada. if you
purchased this book within the United States
or Canada you should be aware that it has
been imported without the approval of the
Publisher or author.
Pearson Global Edition
Global
edition
For these Global editions, the editorial team at Pearson has
collaborated with educators across the world to address a
wide range of subjects and requirements, equipping students
with the best possible learning tools. this Global edition
preserves the cutting-edge approach and pedagogy of the
original, but also features alterations, customization, and
adaptation from the north american version.
it
Strategy:
Issues and Practices
M
cK
een
Sm
ith
it Strategy
Issues and Practices
tHiRd edition
James D. McKeen • Heather A. Smith
t
H
iR
d
e
d
it
io
n
McKeen_1292080264_mech.indd 1 28/11/14 12:56 PM
IT STraTegy:
ISSueS and PracTIceS
A01_MCKE0260_03_GE_FM.indd 1 26/11/14 9:32 PM
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T h i r d E d i t i o n
G l o b a l E d i t i o n
James D. McKee ...
Similar to Scan2Scan20001Scan20002Scan20003Scan2000.docx (20)
ScanScan 1Scan 2Scan 3Scan 4Scan 5Scan 6Scan 7Scan 8Scan 9Scan 10Scan 11Scan 12Scan 13
Chapter 13 Global Health Challenges
MANY INDIVIDUALS AND NONGOVERNMENTAL ORGANIZATIONS (NGOS) HELP FIGHT GLOBAL DISEASE. The Bill and Melinda Gates Foundation plays a key role in the war against malaria, AIDS, and other diseases. Melinda and Bill Gates met with doctors and patients at the Manhica Research Center and Hospital in an area of Mozambique heavily affected by malaria.
Learning Objectives
1. 13.1Recall the causes and effects of noncommunicable diseases
2. 13.2Evaluate the role of global travel and trade in facilitating the globalization of infectious diseases
3. 13.3Outline the three developments that gave rise to the concept of human security
4. 13.4Describe the three epidemiologic transitions to better understand contemporary concerns about infectious diseases
5. 13.5Report the cause, spread, effects, and control measures of influenza and avian flu
6. 13.6Report the cause, spread, effects, and control measures of malaria
7. 13.7Recognize the causes and preventive measures of HIV
8. 13.8Report the origin, spread, effects, and control measures of SARS
9. 13.9Report the origin, spread, effects, and control measures of Ebola
10. 13.10Outline role of the WHO in preventing the spread of infectious diseases
Noncommunicable diseases (NCDs) such as heart disease, cancer, diabetes, chronic respiratory disease, and mental illness in general and Alzheimer’s disease in particular are the leading causes of death and disability globally. Long associated with affluent Western standards of living, NCDs are now a global problem. While rich countries are better equipped to deal with chronic diseases, they are far more deadly in poor countries. Growing numbers of old people and the spread of middle-class lifestyles make NCDs more prevalent than infectious diseases. Globalization also contributes to the growth of NCDs by helping expand the global middle class and by promoting fast foods, sugary drinks, alcohol, smoking, processed foods, and sedentary lifestyles. A major global health threat that undermines efforts to cure diseases is the emergence of germs that are resistant to antibiotics. This is due mainly to the excessive use of antibiotics in medicine and agriculture.
Infectious diseases are intertwined with numerous global issues and are inseparable from political, economic, and cultural components of globalization. Ethnic conflicts make populations vulnerable to infectious diseases. Fighting contributes to the collapse of public services, which means that many people die from what would ordinarily be treatable diseases, such as diarrhea and respiratory infections. Conflicts also create refugees, overcrowding, and unsanitary conditions, thereby creating environments conducive to the spread of infectious diseases.
Environmental degradation and deforestation expose humans to a variety of infectious diseases. They also contribute to global warming and flooding,.
Scapegoating is a theory of prejudice and discrimination. Societ.docxtodd331
Scapegoating is a theory of prejudice and discrimination. Society looks at the weakest group, and places blame on that group for all ills. That group then becomes the bottom level of society. We've seen this over the past 18 months. Illegal immigrants have been blamed for many issues, in particular crime and unemployment rates. Yet, I know few in my own area who will do the jobs these folks do every day. As for crime, please see the link below for a journal article that addresses this issue. Most crimes committed by immigrants without papers are misdemeanors.
What are your thoughts?
.
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INSTRUCTIONS
Write a brief case study (ALZHIEMER DISEASE) of a real or hypothetical issue or problem that needs investigation (approx. 200-250 words max).
Discussion 3.2: Hypothesis Test Tag Team
Corporate Responsibility 8;
The Social Responsibility of Business Is
to Increase Its Profits
Milton Friedman
When I hear businessmen speak eloquently
about the “social responsibilities of business
in a free-enterprise system,” I am reminded
of the wonderful line about the Frenchman
who discovered at the age of 70 that he had
been speaking prose all his life. The busi
nessmen believe that they are defending free
enterprise when they declaim that business
is not concerned “merely” with profit but
also with promoting desirable “social” ends;
that business has a “social conscience” and
takes seriously its responsibilities for provid
ing employment, eliminating discrimina
tion, avoiding pollution and whatever else
may be the catchwords of the contemporary
crop of reformers. In fact they are—or
would be if they or anyone else took them
seriously—preaching pure and unadulter
ated socialism. Businessmen who talk this
way are unwitting puppets of the intellectual
forces that have been undermining the basis
of a free society these past decades.
The discussions of the “social responsibil
ities of business” are notable for their analyt
ical looseness and lack of rigor. What does it
mean to say that “business” has responsibili
ties? Only people can have responsibilities.
A corporation is an artificial person and in
this sense may have artificial responsibili
ties, but “business” as a whole cannot be said
to have responsibilities, even in this vague
sense. The first step toward clarity in ex
amining the doctrine of the social responsi
bility of business is to ask precisely what it
implies for whom.
Presumably, the individuals who are to be
responsible are businessmen, which means
individual proprietors or corporate execu
tives. Most of the discussion of social respon
sibility is directed at corporations, so in what
follows I shall mostly neglect the individual
proprietors and speak of corporate execu
tives.
In a free-enterprise, private-property sys
tem, a corporate executive is an employee of
the owners of the business. He has direct re
sponsibility to his employers. That responsi
bility is to conduct the business in accord
ance with their desires, which generally will
be to make as much money as possible while
conforming to the basic rules of the society,
both those embodied in law and those em
bodied in ethical custom. Of course, in some
cases his employers may have a different ob
jective. A group of persons might establish a
corporation for an eleemosynary purpose—
for example, a hospital or a school. The
manager of such a corporation will not have
money profit as his objectives but the ren
dering of certain services.
In either case,.
Sara Mohammed1991 Washington St.Indiana, PA 15701(571) 550-3.docxtodd331
Sara Mohammed
1991 Washington St.
Indiana, PA 15701
(571) 550-3232
[email protected]
EDUCATION
Indiana University of Pennsylvania (IUP) Expected December 2020
Bachelor of Science in Business
Northern Virginia Community College (NOVA), Woodbridge, VA May 2016
English As a Second Language
Volunteerism
Saudi club association at Gannon University Fall 2018
SKILLS
· Speak three languages (Arabic, English, and Turkish)
· Knowledge with technology
· Experience with Microsoft, Word, Excel, and PowerPoint
· Looking for helping others always
· Familiar with taking care of kids
.
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Application Assignment 2: Part 2 - Developing an Advocacy Campaign
The following application, Part 2, will be due in Week 7.
To prepare:
· Review Chapter 3 of Health policy and politics: A nurse’s guide.
· In the first assignment, you reflected on whether the policy you would like to promote could best be achieved through the development of new legislation, or a change in an existing law or regulation. Refine as necessary using any feedback from your first paper.
· Contemplate how existing laws or regulations may affect how you proceed in advocating for your proposed policy.
· Consider how you could influence legislators or other policymakers to enact the policy you propose.
· Think about the obstacles of the legislative process that may prevent your proposed policy from being implemented as intended.
·
To complete:
Part Two will have approximately 3–4 pages of content plus a title page and references. Part Two will address the following:
· Explain whether your proposed policy could be enacted through a modification of existing law or regulation or the creation of new legislation/regulation.
· Explain how existing laws or regulations could affect your advocacy efforts. Be sure to cite and reference the laws and regulations using primary sources.
· Provide an analysis of the methods you could use to influence legislators or other policymakers to support your policy. In particular, explain how you would use the “three legs” of lobbying in your advocacy efforts.
· Summarize obstacles that could arise in the legislative process and how to overcome these hurdles.
Milstead: 3 Legs of Lobbying
“According to Milstead (2013), Leg One of the Three-Legged Stool consists of lobbying which is the act of influencing – the art of persuading-a government entity. “Legislators often rely on lobbyists’ expertise to help them understand what they are voting for or against.” (Milstead, 2013, p. 53). Local State Representatives should be targeted as a champion for the bill and that’s likely where an average voter can begin for their voice to be heard at the local and state levels.Leg Two of the Three-Legged Stool also includes the grassroots lobbyists. The AmericanNurses Association often spear-heads lobbying efforts in the best interest of the public on healthcare related issues and has a strong history of working with Congress on these important issues. “Grassroots lobbyists are constituents who have the power to elect officials through their vote and have expertise and knowledge about a particular issue (such as nurses in healthcare reform debates)” (Milstead, 2013, p. 54). Nurses can become a member of the American Nurses Association or other associations to ensure nurses have a voice on these important issues”
Reflection
Associate Professor Michael Segon
Director MBA
1
Reflection
Reflection is used as a learning tool to make sense of what we have experienced and how we can optimise our learning from that experience.
.
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Chapter 13:The Bureaucracy
ADA Text Version
Learning Objectives
1. Describe the formal organization of the federal bureaucracy.
2. Classify the vital functions performed by the bureaucracy.
3. Explain the present Civil Service system and contrast it with the 19th century spoils system.
4. Identify the various factors contributing to bureaucracy's growth over time.
5. Compare the means by which Congress and the president attempt to maintain control over the bureaucracy.
6. Analyze and evaluate the problems that bureaucratic organization poses for American democracy.
Introduction
The very word "bureaucracy" often carries negative connotations. To refer to an institution as a "bureaucracy" or characterize it as "bureaucratic" is usually intended as an insult. But the national bureaucracy, sometimes called the "fourth branch of government", is responsible for practically all of the day-to-day work of governing the country. While bureaucracy in the United States, consistent with our tradition of more limited government, is smaller than its counterparts in other longstanding democracies, its influence extends to almost every corner of American society. From delivery of the mail to regulation of the stock market to national defense, federal employees plan, regulate, adjudicate, enforce, and implement federal law. Despite recurrent calls to "shrink" the size of government, the federal bureaucracy remains the largest single employer in the United States. This lesson examines the bureaucracy's formal organization, its critical role in the American economy and society, and its perceived weaknesses.
Study Questions
1. How did sociologist Max Weber define bureaucracy?
2. Identify the various functions federal bureaucracies perform giving at least one example each:
a. Implementation
b. Regulation
c. Adjudication
d. Enforcement
e. Policy-making
3. How many people does the federal government employ? For what percentage of GDP does federal spending account? How does this compare to other economically advanced democracies?
4. Classify and distinguish the major types of bureaucracy in the federal government:
a. Cabinet Departments
b. Independent Agencies
c. Independent Regulatory Commissions
d. Government Corporations
5. How does the federal bureaucracy select and recruit personnel? Contrast the present civil service system with the spoils system. What advantages does the present system provide?
6. What factors explain the growth of bureaucracy over time despite recurrent calls for limiting the size of government?
7. Identify those factors in the budget process making it difficult to cut bureaucratic funding.
8. Describe the way Congress authorizes funding for the federal bureaucracy.
9. How does Congress attempt to control the federal bureaucracy?
10. How does the president attempt to control the federal bureaucracy?
11. What special problems does bureaucratic independence present in a democracy? Discuss with re.
SANS SIFT tool Final project , related to (digital foren.docxtodd331
SANS SIFT tool Final project , related to (digital forensics tools and technique)
Description : A 500-700 word, double spaced paper, written in APA format, showing sources and a bibliography and ppt presentation too
Presentation materials
.
Scanned by CamScannerScanned by CamScannerTABLE .docxtodd331
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TABLE 2.2 Connecting Knowledge of Development and Learning to Teaching Practices
Principles of Child Development and Learning
Developmentally Appropriate Teaching Practices
Children develop holistically
• Teachers plan daily activities and routines to address aesthetic, emotional, cognitive, language, physical, and social development.
• Teachers integrate learning across the curriculum (e.g., mixing language, physical, and social; combining math, science, and reading).
Child development follows an orderly sequence
• Teachers use their knowledge of developmental sequences to gauge whether children are developing as expected, to determine reasonable expectations, and to plan next steps in the learning process.
Children develop at varying rates
• Teachers give children opportunities to pursue activities at their own pace.
• Teachers repeat activities more than once so children can participate according to changing needs and abilities.
• Teachers plan activities with multiple learning objectives to address the needs of more and less advanced learners.
Children learn best when they feel safe and secure
• Teachers develop nurturing relationships with children and remain with children long enough so children can easily identify a specific adult from whom to seek help, comfort, attention, and guidance.
• Daily routines are predictable. Changes in routine are explained in advance so children can anticipate what will happen.
• There is two-way communication between teachers and families, and families are welcome in the program.
• Children have access to images, objects, and activities that reflect their home experiences.
• The early childhood environment complies with all safety requirements.
• Adults use positive discipline to enhance children’s self-esteem, self-control, and problem-solving abilities.
• Teachers address aggression and bullying calmly, firmly, and proactively.
Children are active learners
• Activities, transitions, and routines respect children’s attention span, need for activity and need for social interaction. Inactive segments of the day are short.
• Children participate in gross motor activities every day.
Children learn through a combination of physical experience, social experience, and reflection
• Adults encourage children to explore and investigate. They pose questions, offer information, and challenge children’s thinking.
• Children have many chances to document and reflect on their ideas.
Children learn through mastery and challenge
• Practitioners simplify, maintain, or extend activities in response to children’s functioning and comprehension.
Children’s learning profiles vary
• Teachers present the same information in more than one modality (seeing, hearing, touching) and through different types of activities.
• Children have opportunities to play on their own and with others; indoors and outdoors; with natural and manufactured materials.
Chil.
Sandro Reyes 1
5
Human Impact on the Environment
Every day, I see the harmful impacts of humans on the environment. Just 13 percent of the globe’s oceans remain unsoiled by humanity’s damaging impacts (Carrington, 2018). In the remotest poles and Pacific areas, most of the ocean has no natural marine wildlife. Pollution, huge fishing fleets, and global shipping along with climate change are all degrading the oceans. The vehicles we drive every day, industrial wastes, overpopulation, and fossil fuels, all have negative effects on the environment. Human activities are negatively affecting the environment by degrading it and sooner or later, the earth will not be able to sustain humans.
Overpopulation is now an epidemic with decreased mortality rates, improved medicine, and food sustainability. We are living longer, which is increasing population. The impact of overpopulation includes environmental degradation due to cutting down of trees to create space. With less trees to filter the air, an increase in carbon dioxide levels is damaging every single organism (Interesting Engineering, 2019). Another effect of overpopulation is overdependence on fossil fuels such as coal and oil, which emit plentiful carbon oxide into the air. With increased population, humans need more space, which damage ecosystems and augment carbon dioxide emissions.
Pollution is another impact of human activities on the environment. From trash, industrial wastes to carbon dioxide emissions into the air, pollutions is inevitable. Over 2.4 billion individuals have no access to sources of clean water. Human activities continue to deplete indispensable resources such as soil, water, and air. United States, for example, produces 147 million metric tons of air pollution annually (Interesting Engineering, 2019). Air quality in developing nations continues to plummet as well. This means that we are engaging in activities that are hurting the environment.
Global warming is one of the greatest causes of environmental degradation contributed by human activities. Some people do not believe that global warming is real. However, that is not true, and its major contributors include carbon dioxide emissions from respiration, deforestation, and burning fossil fuels. Each year, we continue to contribute to levels of carbon dioxide globally. Current levels exceed 400 PPM, and the rise in carbon dioxide emissions are attributed to an increase in global temperatures (Interesting Engineering, 2019). The result is the melting of arctic glaciers and land ice, which will increase sea levels, and have negative effects on oceanic life.
Climate change is another impact on the environment that is being caused by us. It is linked .
Scanned with CamScannerResearch Summary (paper)For thi.docxtodd331
Scanned with CamScanner
Research Summary (paper)
For this assignment you summarize one of the experimental research studies from your research collection.
(I did not make one, feel free to choose any research that has to do with psychology.)
Check out Audris Oh's research summary I put in the files -- it's a great model.
Write your summary in 5 pages or so, basically summarizing each of the major sections - literature review, methods section, results section and discussion. Let the abstract at the beginning of the paper guide you (It's just one paragraph but is a great guide). Why was the study done and how does it fit in with other work in the field (the intro or lit review)? What was the actual experiment (the methods section)? What were the results (the results section)? Why is it important (the discussion section)? Conclude your paper with a personal reaction -- does this fit with what you’ve seen? How might you use any insight the study provides?
Include the pdf of the article (or link to it) and the reference to the article in APA style. Here's an example of a reference:
Stein, S., Isaacs, G., & Andrews, T. (2004). Incorporating authentic learning experiences within a university course. Studies in Higher Education, 29(2), 239-258.
Example of how the essay should look like: https://middlesexcc.libguides.com/ld.php?content_id=7578609
Mendel, 150 years on
T.H. Noel Ellis1, Julie M.I. Hofer1, Gail M. Timmerman-Vaughan2, Clarice J. Coyne3
and Roger P. Hellens4
1
Institute of Biological, Environmental & Rural Sciences, Aberystwyth University, Gogerddan Campus, Aberystwyth,
Ceredigion, SY23 3EB, UK
2
The New Zealand Institute for Plant & Food Research Ltd, Christchurch 8140, New Zealand
3
USDA-ARS Western Regional Plant Introduction Station, Washington State University, Pullman, Washington, USA
4
The New Zealand Institute for Plant & Food Research Ltd, Auckland, New Zealand
Review
Mendel’s paper ‘Versuche über Pflanzen-Hybriden’ is the
best known in a series of studies published in the late 18th
and 19th centuries that built our understanding of the
mechanism of inheritance. Mendel investigated the seg-
regation of seven gene characters of pea (Pisum sativum),
of which four have been identified. Here, we review what
is known about the molecular nature of these genes,
which encode enzymes (R and Le), a biochemical regula-
tor (I) and a transcription factor (A). The mutations are: a
transposon insertion (r), an amino acid insertion (i), a
splice variant (a) and a missense mutation (le-1). The
nature of the three remaining uncharacterized characters
(green versus yellow pods, inflated versus constricted
pods, and axial versus terminal flowers) is discussed.
Mendel’s studies: species, traits and genes
Mendel’s paper ‘Versuche ü ber Pflanzen-Hybriden’ [1] is
the best known in a series of studies published in the late
18th and 19th centuries [2–4] that built our understanding
of the mechanism of inheritance [5]. The title of M.
Scanned with CamScannerHACCP Recipe TermsCheck tempe.docxtodd331
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HACCP Recipe Terms
Check temperature of food at least every four hours and record
Check temperature of storage area at beginning of shift.
Cook eggs, poultry, fish, and meat in a microwave oven to a minimum temperature of 165 degrees F.
Cook fish to a minimum of 145 degrees F for 15 seconds.
Cook ground meats to a minimum of 155 degrees F for 15 seconds.
Cook poultry to a minimum of 165 degrees F for 15 seconds.
Cook vegetables to a temperature of 135 degrees F or higher.
Cooked food should be cooled from 135 degrees F to 70 degrees F within 2 hours and from 70 degrees F to 41 degrees F or lower in an additional 4 hours.
Cool foods to at least 70 degrees F before refrigerating or freezing.
Crack egg in separate bowl before combining to larger bowl.
Discard food held in the temperature danger zone for longer than four hours.
Hold cold foods at an internal temperature of 41 degrees F or lower.
Hold frozen foods at a temperature of 0 degrees F or lower.
Thaw food in a microwave oven if it will be cooked immediately after.
Hold hot foods at a minimum internal temperature of 135 degrees F or higher.
Hold hot foods at a minimum internal temperature of 135 degrees F or higher.
Inspect can before opening for swollen ends, rust, or dents.
Label food for storage with ingredient list and date of preparation.
Prepare raw foods separately from ready to eat foods.
Reduce the size or quantity of food to be cooled.
Reheat food to 165 degrees F for 15 seconds.
Remove from the refrigerator only as much product as can be prepared at one time.
Remove jewelry
Rotate products to ensure that the oldest inventory is used first.
Sanitize work surface, equipment, and utensils.
Store chemicals away from food products.
Store cut melons at 41 degrees F or lower.
Store fresh-cut produce between 33 to 41 degrees F to maintain quality.
Store raw meat, poultry, and fish in the bottom of the refrigerator.
Thaw food by submerging under running potable water at a temperature of 70 degrees F or lower.
Thaw food in a microwave oven if it will be cooked immediately after.
Thaw food in the refrigerator at 41 degrees F or lower.
Use a clean, sanitized, and calibrated thermometer to measure the internal temperature of foods.
Wash all fresh fruit prior to serving
Wash your hands
Wear gloves
Wear hairnet
Standardized Recipe Form
Recipe Name_____________________________________ Category_______________________________ Recipe #__________________________
(i.e., entrée, breads)
HACCP Process: _____ 1 – No Cook _____ 2 – Cook & Same Day Serve _____ 3 – Cook, Cool, Reheat, Serve
Ingredients
For ___________Servings
Directions: Include step by step instructions, the critical control points (CCP-specific points at which a hazard can be reduced, eliminated or prevented) and critical limit (time and/or temperature that must be achieved to control a hazard).
Weight
Measure
Serving Size___________________ Pan Size_______________.
Scanned with CamScanner1 STANDARIZATION OF A B.docxtodd331
This document provides instructions for a two-part experiment involving titration. In part A, students will standardize a NaOH solution by titrating it against a primary standard of KHP. In part B, students will use their standardized NaOH solution to determine the concentration of acetic acid in a vinegar sample through titration. Key steps and concepts discussed include buret usage, endpoint determination, stoichiometric calculations to determine concentration from titration data, and the purpose and characteristics of primary standards.
Scanlon Technologies, Inc. Anne Scanlon founded Scanlon Technol.docxtodd331
Scanlon Technologies, Inc.
*
Anne Scanlon founded Scanlon Technologies, Inc., in 1993. The company designed and manufactured high-tech products that were used in various industries ranging from semiconductor to aviation. Over the years, Scanlon Technologies reported a compound annual growth rate in revenues of over 20% due to high demand for the company’s products and Anne’s superior management skills. By the end of 1996, it was clear that any further growth would have to come from international expansion. However, establishing manufacturing operations and opening up sales and marketing offices abroad required a significant amount of capital. Anne considered investing more of her own money into the business; however, given that she already had most of her wealth tied up in the company, she decided against the idea. Moreover, she believed that the amount of funds Scanlon Technologies needed to raise for expansion was in the tens of millions. In her mind, there was only one clear solution—go public.
In September 1996, Anne hired J.P. Suisse, a top tier investment bank, to take Scanlon Technologies public. On January 1, 1997, the company, which was authorized by the State of Delaware to sell 20 million common stock and 10 million preferred stock, issued one million shares of common stock in an Initial Public Offering (IPO) and began trading on the New York Stock Exchange under the ticker symbol STI. The stock, which had a par value of $1, was sold for $20 per share and climbed to $26 a share by the end of its first trading day.
As expected, the funds raised in the IPO were used to open offices all over the world as well as build a second manufacturing plant in Toronto, Canada. Over the next couple of years, business was good and the company was able to generate enough cash to maintain its level of operations.
In October 1999, Anne learned that Kadehjian
Solution
s Coporation, a competitor, was considering the option of being acquired. Anne believed that such an acquisition would position Scanlon Technologies as the industry leader. One of Kadehjian’s requirements for such an acquisition was that it be an all-cash transaction. Anne knew that this would require Scanlon Technologies to raise approximately $7 million.
Ann contracted J.P. Suisse to discuss raising these funds through the capital markets. The managing directors at J.P. Suisse recommended that Scanlon Technologies employ a combination of debt and equity securities. Anne agreed and on January 1, 2000, the company issued an additional one hundred thousand shares of its $1 par value common stock at $40 per share. On the same day, the company issued $2 million in bonds at 95.8, due in 5 years with 5% interest payable annually (at year end). The market interest rate at the time was 6% per year. Also on January 1, 2000, Scanlon Technologies issued $1.3 million in zero-coupon (i.e. no interest) convertible bonds, also due in 5 years. Each $1,000 bond converted into 20 shares of its commo.
scan the following 2 poems by Robert Herrick. analyze each poems rhy.docxtodd331
scan the following 2 poems by Robert Herrick. analyze each poems rhyme and verse and its meter and number of feet. then in a short paragraph, tell me what you think.
Upon Julia's Breasts
Display thy breasts, my Julia, there let me
Behold that circummortal purity;
Between whose glories, there my lips I'll lay,
Ravished in that fair Via Lactea.
Upon a Child That Died
Here she lies, a pretty bud,
Lately made of flesh and blood,
Who as soon fell fast asleep
As her little eyes did peep.
Give her strewings, but not stir
The earth that lightly covers her.
.
SBUX ISIncome Statement - As Reported 10K in millionsIncome Statem.docxtodd331
SBUX ISIncome Statement - As Reported 10K in millionsIncome Statement - As Reported 10Q in millions9/30/139/30/149/30/159/30/169/30/179/30/18TTM12/30/173/30/186/30/189/30/1812/29/18TTM Company-operated stores$11,793.2$12,977.9$15,197.3$16,844.1$17,650.719,690.320,318.8 Company-operated stores4,741.84,828.05,060.45,060.1$5,370.3020,318.8 Total specialty$3,073.6$3,469.9$3,965.4$4,471.8$4,736.15,029.24,959.6 Total specialty1,331.91,203.81,249.91,243.5$1,262.404,959.6 Licensed stores$1,360.5$1,588.6$1,861.9$2,154.2$2,355.02,652.22,706.9 Licensed stores682.4625.6660.6683.6$737.102,706.9 CPG, foodservice and other$1,713.1$1,881.3$2,103.5$2,317.6$2,381.12,377.02,252.7 CPG, foodservice and other649.5578.2589.3559.9$525.302,252.7Total net revenues$14,866.8$16,447.8$19,162.7$21,315.9$22,386.8$24,719.525,278.4Total net revenues6,073.76,031.86,310.36,303.6$6,632.7025,278.4 Cost of sales including occupancy costs-$6,382.3-$6,858.8-$7,787.5-$8,511.1-$9,038.2-10,174.5-10,434.2 Cost of sales including occupancy costs-2,502.9-2,516.0-2,554.9-2,604.6($2,758.70)-10,434.2 Store operating expenses-$4,286.1-$4,638.2-$5,411.1-$6,064.3-$6,493.3-7,193.2-7,449.2 Store operating expenses-1,737.0-1,789.6-1,825.0-1,841.6($1,993.00)-7,449.2 Other operating expenses-$431.8-$457.3-$522.4-$545.4-$553.8-539.3-532.2 Other operating expenses-141.6-134.3-148.0-156.7($93.20)-532.2 Depreciation and amortization expenses-$621.4-$709.6-$893.9-$980.8-$1,011.4-1,247.0-1,321.6 Depreciation and amortization expenses-258.8-331.6-330.0-326.6($333.40)-1,321.6 General and administrative expenses-$937.9-$991.3-$1,196.7-$1,360.6-$1,393.3-1,759.0-1,797.8 General and administrative expenses-379.1-405.8-468.7-460.0($463.30)-1,797.8 Restructuring and impairments$0.0$0.0$0.0$0.0-$153.5-224.4-240.0 Restructuring and impairments-27.6-134.7-16.9-45.2($43.20)-240.0 Litigation credit / charge-$2,784.1$20.2$0.0$0.0$0.0$0.0Income from equity investees89.452.771.487.7$67.80279.6Income from equity investees$251.4$268.3$249.9$318.2$391.4301.2279.6Operating income / loss1,116.1772.51,038.2956.6$1,015.703,783.0Operating income / loss-$325.4$3,081.1$3,601.0$4,171.9$4,134.7$3,883.33,783.0Gain resulting from acquisition of joint venture1,326.3Net interest and other income62.3483-$24.8074.9 Gain resulting from acquisition of joint venture$0.0$0.0$390.6$0.0$0.01,376.4$0.0 Interest income and other, net88.2313239$24.80126.0Loss on divestiture of certain operations$0.0$0.0-$61.1$0.0$0.0499.2 Interest expense-25.9-503($75.00)-77.0 Interest income and other, net$123.6$142.7$43.0$108.0$275.3191.4$126.0Earnings / loss before income taxes3,005.9363236$965.501,068.7 Interest expense-$28.1-$64.1-$70.5-$81.3-$92.5-170.3-$77.0Income tax expense / benefit-755.8-35-45-64($205.10)-349.4Earnings / loss before income taxes-$229.9$3,159.7$3,903.0$4,198.6$4,317.5$5,780.0$1,068.7Net earnings / loss including noncontrolling interests2,250.18161,027932$760.403,534.721.83%Net earnings / loss attributab.
Scan the articles in the attached course text. Write a discussi.docxtodd331
Scan the articles in the attached course text. Write a discussion initial post on one of the articles. Choose the one that interests you most.
1.Provide a very brief overview of what you think are the key points (a literature review).
2.What about the policy area interests you?
3.What about the information systems involved in the article interested you?
4.How might this article’s research approach help you in your dissertation research project?
(NOTE: Please cut and paste the above-numbered list into your reply to help with organization.)
.
Scale Ratio Variable Histograms are useful for presenting qu.docxtodd331
Scale Ratio Variable
Histograms are useful for presenting quantitative data such as the example variable ADULT_CT which describes the number of individuals per household. The variable measurement is scale ratio and as it depicts a number, a histogram is able to reflect the number of individuals belonging to each variable value or interval of values (Mishra, Pandey, Singh & Gupta, 2018).). Histograms divide the variable into equal intervals as shown below in individuals reported per home. The graph indicates nearly 3,000 reporting and displays the individual numbers per interval. The bar levels of the graph make it is easy to discern the average number reporting as 2 per household.
Nominal Variable
As nominal variables depict qualitative data such as in the variable Q87 which describes the level of trust individuals felt towards others, a pie graph would be beneficial to use as it easily displays each group or individual share in the total being examined (Mishra, Pandey, Singh & Gupta, 2018). For example, the pie graph here which shows what percentage of trust was and wasn’t felt toward others. Graphs like these are appropriate for showing a variable that cannot be ordered or numerical in value such as feelings of trust (Frankfort-Nachmias, Leon-Guerrero & Davis, 2020).
References
Frankfort-Nachmias, C., Leon-Guerrero, A., & Davis, G. (2020). Social statistics for a diverse society (9th ed.). Thousand Oaks, CA: Sage Publications.
Mishra, P., Pandey, C. M., Singh, U., & Gupta, A. (2018). Scales of measurement and presentation of statistical data.
Annals of cardiac anesthesia
,
21
(4), 419.
Wagner, III, W.E. (2020).
Using IBM® SPSS® statistics for research methods and social science statistics
(7th ed.). Thousand Oaks, CA: Sage Publications.
Be sure to support your Main Post and Response Post with reference to the week’s Learning Resources and other scholarly evidence in APA Style.
.
Scan 12Scan 13Scan 14Scan 15Scan 16Scan 17Scan 18Scan 19
HIST 308
Sofia Clark
Spring 2020
Research Paper
Sample Outline:
1) Introduction
2) Story of capture
3) Background on British antislavery
4) Background on Royal Navy
5) Background on this specific Royal Navy vessel
6) Story of what treaty was used to condemn the slave ship
7) Background on treaty
8) Background on British relations with treaty country
9) Background on slave trade in this particular region
10) Story of what happens to the captives removed from this particular slave ship
11) Background on the general treatment of liberated Africans
12) Explanation of how the story of your ship exemplifies the broader history of slavery and anti-slavery
Bibliography
1) The slave trade in general (i.e., either the Transatlantic slave trade or Indian Ocean slave trade depending on your ship)
Article (JSTOR): Alkalimat, Abdul. "Slave Trade." In The African American Experience in Cyberspace: A Resource Guide to the Best Web Sites on Black Culture and History, 34-42. LONDON; STERLING, VIRGINIA: Pluto Press, 2004. Accessed May 30, 2020. doi:10.2307/j.ctt183q64x.8.
Article (JSTOR): JUNKER, CARSTEN. "Containing Bodies—Enscandalizing Enslavement: Stasis and Movement at the Juncture of Slave-Ship Images and Texts." In Migrating the Black Body: The African Diaspora and Visual Culture, edited by RAIFORD LEIGH and RAPHAEL-HERNANDEZ HEIKE, 13-29. Seattle; London: University of Washington Press, 2017. Accessed May 30, 2020. www.jstor.org/stable/j.ctvcwnj4v.5.
2) The slave trade in the specific area of Africa in which your ship embarked enslaved African captives (e.g., Bight of Benin, Senegambia, Angola).
Book (JSTOR): Strickrodt, Silke. "The Atlantic Connection: Little Popo & the Rise of Afro-European Trade on the Western Slave Coast, C. 1600 to 1702." In Afro-European Trade in the Atlantic World: The Western Slave Coast, C. 1550- C. 1885, 65-101. Woodbridge, Suffolk; Rochester, NY: Boydell & Brewer, 2015. Accessed May 30, 2020. doi:10.7722/j.ctt7zst5n.9.
Article (JSTOR): Graham, James D. "The Slave Trade, Depopulation and Human Sacrifice in Benin History: The General Approach." Cahiers D'Études Africaines 5, no. 18 (1965): 317-34. Accessed May 30, 2020. www.jstor.org/stable/4390897.
3) Slavery in the region to which your ship was heading (e.g., Cuba, Bahia, Pernambuco).
Book (One Search): Schneider, Elena Andrea. The Occupation of Havana: War, Trade, and Slavery in the Atlantic World. North Carolina Scholarship Online. Williamsburg, Virginia : Chapel Hill: Omohundro Institute of Early American History and Culture ; University of North Carolina Press, 2018.
Article (Project Muse): Garrigus, John. "Cuba, Haiti, and the Age of Atlantic Revolution." Reviews in American History 44, no. 1 (2016): 52-57. doi:10.1353/rah.2016.0012.
4) British antislavery policy toward the country your ship was from (e.g., Portugal, Spain, USA)
Book- page 14(Academic Search Premiere- also works for #.
Saylor URL: http://www.saylor.org/books Saylor.org
4
Chapter 1
Mastering Strategy: Art and Science
L E A R N I N G O B J E C T I V E S
After reading this chapter, you should be able to understand and articulate answers to the following
questions:
1. What are strategic management and strategy?
2. Why does strategic management matter?
3. What elements determine firm performance?
Strategic Management: A Core Concern for Apple
The Opening of the Apple Store
Image courtesy of Neil Bird, http://www.flickr.com/photos/nechbi/2058929337.
March 2, 2011, was a huge day for Apple. The firm released its much-anticipated iPad2, a thinner and
faster version of market-leading Apple’s iPad tablet device. Apple also announced that a leading publisher,
Random House, had made all seventeen thousand of its books available through Apple’s iBookstore.
Apple had enjoyed tremendous success for quite some time. Approximately fifteen million iPads were sold
in 2010, and the price of Apple’s stock had more than tripled from early 2009 to early 2011.
http://creativecommons.org/licenses/by-nc-sa/3.0/
http://www.saylor.org/books
http://www.flickr.com/photos/nechbi/2058929337
Saylor URL: http://www.saylor.org/books Saylor.org
5
But future success was far from guaranteed. The firm’s visionary founder Steve Jobs was battling serious
health problems. Apple’s performance had suffered when an earlier health crisis had forced Jobs to step
away from the company. This raised serious questions. Would Jobs have to step away again? If so, how
might Apple maintain its excellent performance without its leader?
Meanwhile, the iPad2 faced daunting competition. Samsung, LG, Research in Motion, Dell, and other
manufacturers were trying to create tablets that were cheaper, faster, and more versatile than the iPad2.
These firms were eager to steal market share by selling their tablets to current and potential Apple
customers. Could Apple maintain leadership of the tablet market, or would one or more of its rivals
dominate the market in the years ahead? Even worse, might a company create a new type of device that
would make Apple’s tablets obsolete?
http://creativecommons.org/licenses/by-nc-sa/3.0/
http://www.saylor.org/books
Saylor URL: http://www.saylor.org/books Saylor.org
6
1.1 Defining Strategic Management and Strategy
L E A R N I N G O B J E C T I V E S
1. Learn what strategic management is.
2. Understand the key question addressed by strategic management.
3. Understand why it is valuable to consider different definitions of strategy.
4. Learn what is meant by each of the 5 Ps of strategy.
What Is Strategic Management?
Issues such as those currently faced by Apple are the focus of strategic management because they help
answer the key question examined by strategic management—“Why do some firms outperform other
firms?” More specifically, strategic management examines how actions and .
Principles of Roods Approach!!!!!!!.pptxibtesaam huma
Principles of Rood’s Approach
Treatment technique used in physiotherapy for neurological patients which aids them to recover and improve quality of life
Facilitatory techniques
Inhibitory techniques
Delegation Inheritance in Odoo 17 and Its Use CasesCeline George
There are 3 types of inheritance in odoo Classical, Extension, and Delegation. Delegation inheritance is used to sink other models to our custom model. And there is no change in the views. This slide will discuss delegation inheritance and its use cases in odoo 17.
(T.L.E.) Agriculture: Essentials of GardeningMJDuyan
(𝐓𝐋𝐄 𝟏𝟎𝟎) (𝐋𝐞𝐬𝐬𝐨𝐧 𝟏.𝟎)-𝐅𝐢𝐧𝐚𝐥𝐬
Lesson Outcome:
-Students will understand the basics of gardening, including the importance of soil, water, and sunlight for plant growth. They will learn to identify and use essential gardening tools, plant seeds, and seedlings properly, and manage common garden pests using eco-friendly methods.
Split Shifts From Gantt View in the Odoo 17Celine George
Odoo allows users to split long shifts into multiple segments directly from the Gantt view.Each segment retains details of the original shift, such as employee assignment, start time, end time, and specific tasks or descriptions.
How to Store Data on the Odoo 17 WebsiteCeline George
Here we are going to discuss how to store data in Odoo 17 Website.
It includes defining a model with few fields in it. Add demo data into the model using data directory. Also using a controller, pass the values into the template while rendering it and display the values in the website.
The membership Module in the Odoo 17 ERPCeline George
Some business organizations give membership to their customers to ensure the long term relationship with those customers. If the customer is a member of the business then they get special offers and other benefits. The membership module in odoo 17 is helpful to manage everything related to the membership of multiple customers.
Lecture_Notes_Unit4_Chapter_8_9_10_RDBMS for the students affiliated by alaga...Murugan Solaiyappan
Title: Relational Database Management System Concepts(RDBMS)
Description:
Welcome to the comprehensive guide on Relational Database Management System (RDBMS) concepts, tailored for final year B.Sc. Computer Science students affiliated with Alagappa University. This document covers fundamental principles and advanced topics in RDBMS, offering a structured approach to understanding databases in the context of modern computing. PDF content is prepared from the text book Learn Oracle 8I by JOSE A RAMALHO.
Key Topics Covered:
Main Topic : DATA INTEGRITY, CREATING AND MAINTAINING A TABLE AND INDEX
Sub-Topic :
Data Integrity,Types of Integrity, Integrity Constraints, Primary Key, Foreign key, unique key, self referential integrity,
creating and maintain a table, Modifying a table, alter a table, Deleting a table
Create an Index, Alter Index, Drop Index, Function based index, obtaining information about index, Difference between ROWID and ROWNUM
Target Audience:
Final year B.Sc. Computer Science students at Alagappa University seeking a solid foundation in RDBMS principles for academic and practical applications.
About the Author:
Dr. S. Murugan is Associate Professor at Alagappa Government Arts College, Karaikudi. With 23 years of teaching experience in the field of Computer Science, Dr. S. Murugan has a passion for simplifying complex concepts in database management.
Disclaimer:
This document is intended for educational purposes only. The content presented here reflects the author’s understanding in the field of RDBMS as of 2024.
Feedback and Contact Information:
Your feedback is valuable! For any queries or suggestions, please contact muruganjit@agacollege.in
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The Jewish Trinity : Sabbath,Shekinah and Sanctuary 4.pdfJackieSparrow3
we may assume that God created the cosmos to be his great temple, in which he rested after his creative work. Nevertheless, his special revelatory presence did not fill the entire earth yet, since it was his intention that his human vice-regent, whom he installed in the garden sanctuary, would extend worldwide the boundaries of that sanctuary and of God’s presence. Adam, of course, disobeyed this mandate, so that humanity no longer enjoyed God’s presence in the little localized garden. Consequently, the entire earth became infected with sin and idolatry in a way it had not been previously before the fall, while yet in its still imperfect newly created state. Therefore, the various expressions about God being unable to inhabit earthly structures are best understood, at least in part, by realizing that the old order and sanctuary have been tainted with sin and must be cleansed and recreated before God’s Shekinah presence, formerly limited to heaven and the holy of holies, can dwell universally throughout creation
2. throughout the world. Pearson published this
exclusive edition for the benefit of students
outside the United States and Canada. if you
purchased this book within the United States
or Canada you should be aware that it has
been imported without the approval of the
Publisher or author.
Pearson Global Edition
Global
edition
For these Global editions, the editorial team at Pearson has
collaborated with educators across the world to address a
wide range of subjects and requirements, equipping students
with the best possible learning tools. this Global edition
preserves the cutting-edge approach and pedagogy of the
original, but also features alterations, customization, and
adaptation from the north american version.
it
Strategy:
Issues and Practices
M
cK
een
Sm
ith
it Strategy
Issues and Practices
tHiRd edition
3. James D. McKeen • Heather A. Smith
t
H
iR
d
e
d
it
io
n
McKeen_1292080264_mech.indd 1 28/11/14 12:56 PM
IT STraTegy:
ISSueS and PracTIceS
A01_MCKE0260_03_GE_FM.indd 1 26/11/14 9:32 PM
A01_MCKE0260_03_GE_FM.indd 2 26/11/14 9:32 PM
IT STraTegy:
ISSueS and PracTIceS
4. T h i r d E d i t i o n
G l o b a l E d i t i o n
James D. McKeen
Queen’s University
Heather A. Smith
Queen’s University
Boston Columbus Indianapolis New York San Francisco
Hoboken
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Editor in Chief: Stephanie Wall
Head of Learning Asset Acquisition, Global Edition: Laura Dent
Acquisitions Editor: Nicole Sam
Program Manager Team Lead: Ashley Santora
Program Manager: Denise Vaughn
Editorial Assistant: Kaylee Rotella
Assistant Acquisitions Editor, Global Edition: Debapriya
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Executive Marketing Manager: Anne K. Fahlgren
Project Manager Team Lead: Judy Leale
Project Manager: Thomas Benfatti
Procurement Specialist: Diane Peirano
Senior Manufacturing Controller, Production, Global Edition:
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the prior written permission of the publisher or a license
permitting restricted copying in the United Kingdom
issued by the Copyright Licensing Agency Ltd, Saffron House,
6–10 Kirby Street, London EC1N 8TS.
All trademarks used herein are the property of their respective
owners. The use of any trademark in this text
does not vest in the author or publisher any trademark
ownership rights in such trademarks, nor does the
use of such trademarks imply any affiliation with or
endorsement of this book by such owners.
ISBN 10: 1-292-08026-4
ISBN 13: 978-1-292-08026-0
British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British
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A01_MCKE0260_03_GE_FM.indd 4 26/11/14 9:32 PM
ConTEnTS
Preface 13
7. About the Authors 21
Acknowledgments 22
Section I Delivering Value with IT 23
Chapter 1 The IT Value ProPoSITIon 24
Peeling the Onion: Understanding IT Value 25
What Is IT Value? 25
Where Is IT Value? 26
Who Delivers IT Value? 27
When Is IT Value Realized? 27
The Three Components of the IT Value Proposition 28
Identification of Potential Value 29
Effective Conversion 30
Realizing Value 31
Five Principles for Delivering Value 32
Principle 1. Have a Clearly Defined Portfolio Value
Management
Process 33
Principle 2. Aim for Chunks of Value 33
Principle 3. Adopt a Holistic Orientation to Technology Value
33
Principle 4. Aim for Joint Ownership of Technology Initiatives
34
8. Principle 5. Experiment More Often 34
Conclusion 34 • References 35
Chapter 2 DelIVerIng BuSIneSS Value Through
IT STraTegy 37
Business and IT Strategies: Past, Present, and Future 38
Four Critical Success Factors 40
The Many Dimensions of IT Strategy 42
Toward an IT Strategy-Development Process 44
Challenges for CIOs 45
Conclusion 47 • References 47
Chapter 3 MakIng IT CounT 49
Business Measurement: An Overview 50
Key Business Metrics for IT 52
5
A01_MCKE0260_03_GE_FM.indd 5 26/11/14 9:32 PM
6 Contents
Designing Business Metrics for IT 53
Advice to Managers 57
Conclusion 58 • References 58
Chapter 4 effeCTIVe BuSIneSS–IT relaTIonShIPS 60
The Nature of the Business–IT Relationship 61
9. The Foundation of a Strong Business–IT
Relationship 63
Building Block #1: Competence 64
Building Block #2: Credibility 65
Building Block #3: Interpersonal Interaction 66
Building Block #4: Trust 68
Conclusion 70 • References 70
Appendix A The Five IT Value Profiles 72
Appendix B Guidelines for Building a Strong Business–IT
Relationship 73
Chapter 5 BuSIneSS–IT CoMMunICaTIon 74
Communication in the Business–IT Relationship 75
What Is “Good” Communication? 76
Obstacles to Effective Communication 78
“T-Level” Communication Skills for IT Staff 80
Improving Business–IT Communication 82
Conclusion 83 • References 83
Appendix A IT Communication Competencies 85
Chapter 6 effeCTIVe IT leaDerShIP 86
The Changing Role of the IT Leader 87
What Makes a Good IT Leader? 89
10. How to Build Better IT Leaders 92
Investing in Leadership Development: Articulating the Value
Proposition 95
Conclusion 96 • References 97
MInI CaSeS
Delivering Business Value with IT at Hefty Hardware 98
Investing in TUFS 102
IT Planning at ModMeters 104
A01_MCKE0260_03_GE_FM.indd 6 26/11/14 9:32 PM
Contents 7
Section II IT governance 109
Chapter 7 effeCTIVe IT ShareD SerVICeS 110
IT Shared Services: An Overview 111
IT Shared Services: Pros and Cons 114
IT Shared Services: Key Organizational Success Factors 115
Identifying Candidate Services 116
An Integrated Model of IT Shared Services 117
Recommmendations for Creating Effective IT
Shared Services 118
11. Conclusion 121 • References 121
Chapter 8 SuCCeSSful IT SourCIng: MaTurITy MoDel,
SourCIng oPTIonS, anD DeCISIon CrITerIa 122
A Maturity Model for IT Functions 123
IT Sourcing Options: Theory Versus Practice 127
The “Real” Decision Criteria 131
Decision Criterion #1: Flexibility 131
Decision Criterion #2: Control 131
Decision Criterion #3: Knowledge Enhancement 132
Decision Criterion #4: Business Exigency 132
A Decision Framework for Sourcing IT Functions 133
Identify Your Core IT Functions 133
Create a “Function Sourcing” Profile 133
Evolve Full-Time IT Personnel 135
Encourage Exploration of the Whole Range
of Sourcing Options 136
Combine Sourcing Options Strategically 136
A Management Framework for Successful
Sourcing 137
Develop a Sourcing Strategy 137
12. Develop a Risk Mitigation Strategy 137
Develop a Governance Strategy 138
Understand the Cost Structures 138
Conclusion 139 • References 139
Chapter 9 BuDgeTIng: PlannIng’S eVIl TwIn 140
Key Concepts in IT Budgeting 141
The Importance of Budgets 143
The IT Planning and Budget Process 145
A01_MCKE0260_03_GE_FM.indd 7 26/11/14 9:32 PM
8 Contents
Corporate Processes 145
IT Processes 147
Assess Actual IT Spending 148
IT Budgeting Practices That Deliver Value 149
Conclusion 150 • References 151
Chapter 10 rISk ManageMenT In IT 152
A Holistic View of IT-Based Risk 153
Holistic Risk Management: A Portrait 156
Developing a Risk Management Framework 157
13. Improving Risk Management Capabilities 160
Conclusion 161 • References 162
Appendix A A Selection of Risk Classification
Schemes 163
Chapter 11 InforMaTIon ManageMenT:
STageS anD ISSueS 164
Information Management: How Does IT Fit? 165
A Framework For IM 167
Stage One: Develop an IM Policy 167
Stage Two: Articulate the Operational
Components 167
Stage Three: Establish Information Stewardship 168
Stage Four: Build Information Standards 169
Issues In IM 170
Culture and Behavior 170
Information Risk Management 171
Information Value 172
Privacy 172
Knowledge Management 173
The Knowing–Doing Gap 173
14. Getting Started in IM 173
Conclusion 175 • References 176
Appendix A Elements of IM Operations 177
MInI CaSeS
Building Shared Services at RR Communications 178
Enterprise Architecture at Nationstate Insurance 182
IT Investment at North American Financial 187
A01_MCKE0260_03_GE_FM.indd 8 26/11/14 9:32 PM
Contents 9
Section III IT-enabled Innovation 191
Chapter 12 TeChnology-DrIVen InnoVaTIon 192
The Need for Innovation: An Historical
Perspective 193
The Need for Innovation Now 193
Understanding Innovation 194
The Value of Innovation 196
Innovation Essentials: Motivation, Support,
and Direction 197
Challenges for IT leaders 199
15. Facilitating Innovation 201
Conclusion 202 • References 203
Chapter 13 when BIg DaTa anD SoCIal CoMPuTIng MeeT 204
The Social Media/Big Data Opportunity 205
Delivering Business Value with Big Data 207
Innovating with Big Data 211
Pulling in Two Different Directions: The Challenge
for IT Managers 212
First Steps for IT Leaders 214
Conclusion 215 • References 216
Chapter 14 effeCTIVe CuSToMer exPerIenCe 217
Customer Experience and Business value 218
Many Dimensions of Customer Experience 219
The Role of Technology in Customer Experience 221
Customer Experience Essentials for IT 222
First Steps to Improving Customer Experience 225
Conclusion 226 • References 226
Chapter 15 BuSIneSS InTellIgenCe: an oVerVIew 228
Understanding Business Intelligence 229
The Need for Business Intelligence 230
The Challenge of Business Intelligence 231
16. The Role of IT in Business Intelligence 233
Improving Business Intelligence 235
Conclusion 238 • References 238
A01_MCKE0260_03_GE_FM.indd 9 26/11/14 9:32 PM
10 Contents
Chapter 16 TeChnology-enaBleD CollaBoraTIon 240
Why Collaborate? 241
Characteristics of Collaboration 244
Components of Successful Collaboration 247
The Role of IT in Collaboration 249
First Steps for Facilitating Effective Collaboration 251
Conclusion 253 • References 254
MInI CaSeS
Innovation at International Foods 256
Consumerization of Technology at IFG 261
CRM at Minitrex 265
Customer Service at Datatronics 268
Section IV IT Portfolio Development and Management 273
Chapter 17 ManagIng The aPPlICaTIon PorTfolIo 274
The Applications Quagmire 275
17. The Benefits of a Portfolio Perspective 276
Making APM Happen 278
Capability 1: Strategy and Governance 280
Capability 2: Inventory Management 284
Capability 3: Reporting and Rationalization 285
Key Lessons Learned 286
Conclusion 287 • References 287
Appendix A Application Information 288
Chapter 18 IT DeManD ManageMenT: SuPPly ManageMenT
IS noT enough 292
Understanding IT Demand 293
The Economics of Demand Management 295
Three Tools for Demand management 295
Key Organizational Enablers for Effective Demand
Management 296
Strategic Initiative Management 297
Application Portfolio Management 298
Enterprise Architecture 298
Business–IT Partnership 299
Governance and Transparency 301
18. Conclusion 303 • References 303
A01_MCKE0260_03_GE_FM.indd 10 26/11/14 9:32 PM
Contents 11
Chapter 19 TeChnology roaDMaP: BenefITS, eleMenTS, anD
PraCTICal STePS 305
What is a Technology Roadmap? 306
The Benefits of a Technology Roadmap 307
External Benefits (Effectiveness) 307
Internal Benefits (Efficiency) 308
Elements of the Technology Roadmap 308
Activity #1: Guiding Principles 309
Activity #2: Assess Current Technology 310
Activity #3: Analyze Gaps 311
Activity #4: Evaluate Technology
Landscape 312
Activity #5: Describe Future Technology 313
Activity #6: Outline Migration Strategy 314
Activity #7: Establish Governance 314
Practical Steps for Developing a Technology
19. Roadmap 316
Conclusion 317 • References 317
Appendix A Principles to Guide a Migration
Strategy 318
Chapter 20 eMergIng DeVeloPMenT PraCTICeS 319
The Problem with System Development 320
Trends in System Development 321
Obstacles to Improving System Development
Productivity 324
Improving System Development Productivity: What we
know that Works 326
Next Steps to Improving System Development
Productivity 328
Conclusion 330 • References 330
Chapter 21 InforMaTIon DelIVery: PaST, PreSenT, anD
fuTure 332
Information and IT: Why Now? 333
Delivering Value Through Information 334
Effective Information Delivery 338
New Information Skills 338
New Information Roles 339
New Information Practices 339
20. A01_MCKE0260_03_GE_FM.indd 11 26/11/14 9:32 PM
12 Contents
New Information Strategies 340
The Future of Information Delivery 341
Conclusion 343 • References 344
MInI CaSeS
Project Management at MM 346
Working Smarter at Continental Furniture International 350
Managing Technology at Genex Fuels 355
Index 358
A01_MCKE0260_03_GE_FM.indd 12 26/11/14 9:32 PM
PrEFACE
Today, with information technology (IT) driving constant
business transformation,
overwhelming organizations with information, enabling 24/7
global operations, and
undermining traditional business models, the challenge for
business leaders is not
simply to manage IT, it is to use IT to deliver business value.
Whereas until fairly recently,
decisions about IT could be safely delegated to technology
specialists after a business
strategy had been developed, IT is now so closely integrated
21. with business that, as one
CIO explained to us, “We can no longer deliver business
solutions in our company
without using technology so IT and business strategy must
constantly interact with
each other.”
What’s New in This Third Edition?
• Six new chapters focusing on current critical issues in IT
management, including
IT shared services; big data and social computing; business
intelligence; manag-
ing IT demand; improving the customer experience; and
enhancing development
productivity.
• Two significantly revised chapters: on delivering IT functions
through different
resourcing options; and innovating with IT.
•
TwonewminicasesbasedonrealcompaniesandrealITmanagementsi
tuations:
Working Smarter at Continental Furniture and Enterprise
Architecture at Nationstate
Insurance.
•
Arevisedstructurebasedonreaderfeedbackwithsixchaptersandtwo
minicases
from the second edition being moved to the Web site.
All too often, in our efforts to prepare future executives to deal
effectively with
the issues of IT strategy and management, we lead them into a
22. foreign country where
they encounter a different language, different culture, and
different customs. Acronyms
(e.g., SOA, FTP/IP, SDLC, ITIL, ERP), buzzwords (e.g.,
asymmetric encryption, proxy
servers, agile, enterprise service bus), and the widely adopted
practice of abstraction
(e.g., Is a software monitor a person, place, or thing?) present
formidable “barriers to
entry” to the technologically uninitiated, but more important,
they obscure the impor-
tance of teaching students how to make business decisions about
a key organizational
resource. By taking a critical issues perspective, IT Strategy:
Issues and Practices treats IT
as a tool to be leveraged to save and/or make money or
transform an organization—not
as a study by itself.
As in the first two editions of this book, this third edition
combines the experi-
ences and insights of many senior IT managers from leading-
edge organizations with
thorough academic research to bring important issues in IT
management to life and
demonstrate how IT strategy is put into action in contemporary
businesses. This new
edition has been designed around an enhanced set of critical
real-world issues in IT
management today, such as innovating with IT, working with
big data and social media,
13
A01_MCKE0260_03_GE_FM.indd 13 26/11/14 9:32 PM
23. 14 Preface
enhancing customer experience, and designing for business
intelligence and introduces
students to the challenges of making IT decisions that will have
significant impacts on
how businesses function and deliver value to stakeholders.
IT Strategy: Issues and Practices focuses on how IT is changing
and will continue to
change organizations as we now know them. However, rather
than learning concepts
“free of context,” students are introduced to the complex
decisions facing real organi-
zations by means of a number of mini cases. These provide an
opportunity to apply
the models/theories/frameworks presented and help students
integrate and assimilate
this material. By the end of the book, students will have the
confidence and ability to
tackle the tough issues regarding IT management and strategy
and a clear understand-
ing of their importance in delivering business value.
Key Features of This Book
• AfocusonITmanagement issues as opposed to technology
issues
• CriticalITissuesexploredwithintheirorganizationalcontexts
•
ReadilyapplicablemodelsandframeworksforimplementingITstrat
egies
•
Minicasestoanimateissuesandfocusclassroomdiscussionsonreal-
24. worlddeci-
sions, enabling problem-based learning
• Provenstrategiesandbestpracticesfromleading-
edgeorganizations
•
UsefulandpracticaladviceandguidelinesfordeliveringvaluewithIT
• Extensiveteachingnotesforallminicases
A Different ApproAch to teAching it StrAtegy
The real world of IT is one of issues—critical issues—such as
the following:
• HowdoweknowifwearegettingvaluefromourITinvestment?
• HowcanweinnovatewithIT?
• WhatspecificITfunctionsshouldweseekfromexternalproviders?
•
HowdowebuildanITleadershipteamthatisatrustedpartnerwiththeb
usiness?
• HowdoweenhanceITcapabilities?
• WhatisIT’sroleincreatinganintelligentbusiness?
•
Howcanwebesttakeadvantageofnewtechnologies,suchasbigdataan
dsocial
media, in our business?
• HowcanwemanageITrisk?
However, the majority of management information systems
(MIS) textbooks are orga-
nized by system category (e.g., supply chain, customer
relationship management, enterprise
resource planning), by system component (e.g., hardware,
software, networks), by system
function (e.g., marketing, financial, human resources), by
25. system type (e.g., transactional,
decisional, strategic), or by a combination of these.
Unfortunately, such an organization
does not promote an understanding of IT management in
practice.
IT Strategy: Issues and Practices tackles the real-world
challenges of IT manage-
ment. First, it explores a set of the most important issues facing
IT managers today, and
second, it provides a series of mini cases that present these
critical IT issues within the
contextofrealorganizations.Byfocusingthetextaswellastheminica
sesontoday’s
critical issues, the book naturally reinforces problem-based
learning.
A01_MCKE0260_03_GE_FM.indd 14 26/11/14 9:32 PM
Preface 15
IT Strategy: Issues and Practices includes thirteen mini cases—
each based on a real
company presented anonymously.1 Mini cases are not simply
abbreviated versions of
standard, full-length business cases. They differ in two
significant ways:
1. A horizontal perspective. Unlike standard cases that develop
a single issue within
an organizational setting (i.e., a “vertical” slice of
organizational life), mini cases
take a “horizontal” slice through a number of coexistent issues.
Rather than looking
26. for a solution to a specific problem, as in a standard case,
students analyzing a mini
case must first identify and prioritize the issues embedded
within the case. This mim-
ics real life in organizations where the challenge lies in
“knowing where to start” as
opposed to “solving a predefined problem.”
2. Highly relevant information. Mini cases are densely written.
Unlike standard
cases, which intermix irrelevant information, in a mini case,
each sentence exists for
a reason and reflects relevant information. As a result, students
must analyze each
case very carefully so as not to miss critical aspects of the
situation.
Teaching with mini cases is, thus, very different than teaching
with standard cases.
With mini cases, students must determine what is really going
on within the organiza-
tion. What first appears as a straightforward “technology”
problem may in fact be a
political problem or one of five other “technology” problems.
Detective work is, there-
fore, required. The problem identification and prioritization
skills needed are essential
skills for future managers to learn for the simple reason that it
is not possible for organi-
zations to tackle all of their problems concurrently. Mini cases
help teach these skills to
students and can balance the problem-solving skills learned in
other classes. Best of all,
detective work is fun and promotes lively classroom discussion.
To assist instructors, extensive teaching notes are available for
27. all mini cases. Developed
by the authors and based on “tried and true” in-class experience,
these notes include case
summaries, identify the key issues within each case, present
ancillary information about the
company/industry represented in the case, and offer guidelines
for organizing the class-
room discussion. Because of the structure of these mini cases
and their embedded issues, it
is common for teaching notes to exceed the length of the actual
mini case!
This book is most appropriate for MIS courses where the goal is
to understand how
IT delivers organizational value. These courses are frequently
labeled “IT Strategy” or
“IT Management” and are offered within undergraduate as well
as MBA programs. For
undergraduate juniors and seniors in business and commerce
programs, this is usually
the “capstone” MIS course. For MBA students, this course may
be the compulsory core
course in MIS, or it may be an elective course.
Each chapter and mini case in this book has been thoroughly
tested in a variety
ofundergraduate,graduate,andexecutiveprogramsatQueen’sSchoo
lofBusiness.2
1 We are unable to identify these leading-edge companies by
agreements established as part of our overall
research program (described later).
2
Queen’sSchoolofBusinessisoneoftheworld’spremierbusinessscho
ols,withafacultyteamrenowned
for its business experience and academic credentials. The
28. School has earned international recognition for
its innovative approaches to team-based and experiential
learning. In addition to its highly acclaimed MBA
programs,Queen’sSchoolofBusinessisalsohometoCanada’smostp
restigiousundergraduatebusiness
programandseveraloutstandinggraduateprograms.Aswell,theScho
olisoneoftheworld’slargestand
most respected providers of executive education.
A01_MCKE0260_03_GE_FM.indd 15 26/11/14 9:32 PM
16 Preface
These materials have proven highly successful within all
programs because we adapt
how the material is presented according to the level of the
students. Whereas under-
graduate students “learn” about critical business issues from the
book and mini cases
for the first time, graduate students are able to “relate” to these
same critical issues
based on their previous business experience. As a result,
graduate students are able to
introduce personal experiences into the discussion of these
critical IT issues.
orgAnizAtion of thiS Book
One of the advantages of an issues-focused structure is that
chapters can be approached
in any order because they do not build on one another. Chapter
order is immaterial; that
is, one does not need to read the first three chapters to
understand the fourth. This pro-
29. vides an instructor with maximum flexibility to organize a
course as he or she sees fit.
Thus, within different courses/programs, the order of topics can
be changed to focus on
different IT concepts.
Furthermore, because each mini case includes multiple issues,
they, too, can be
used to serve different purposes. For example, the mini case
“Building Shared Services
at RR Communications” can be used to focus on issues of
governance, organizational
structure, and/or change management just as easily as shared
services. The result is a
rich set of instructional materials that lends itself well to a
variety of pedagogical appli-
cations, particularly problem-based learning, and that clearly
illustrates the reality of IT
strategy in action.
The book is organized into four sections, each emphasizing a
key component of
developing and delivering effective IT strategy:
• Section I: Delivering Value with IT is designed to examine the
complex ways that
IT and business value are related. Over the past twenty years,
researchers and prac-
titioners have come to understand that “business value” can
mean many different
things when applied to IT. Chapter 1 (The IT Value Proposition)
explores these con-
cepts in depth. Unlike the simplistic value propositions often
used when imple-
menting IT in organizations, this chapter presents “value” as a
multilayered busi-
30. ness construct that must be effectively managed at several
levels if technology is
to achieve the benefits expected. Chapter 2 (Delivering
Business Value through IT
Strategy) examines the dynamic interrelationship between
business and IT strat-
egy and looks at the processes and critical success factors used
by organizations to
ensure that both are well aligned. Chapter 3 (Making IT Count)
discusses new ways
ofmeasuringIT’seffectivenessthatpromotecloserbusiness–
ITalignmentandhelp
drive greater business value. Chapter 4 (Effective Business–IT
Relationships) exam-
ines the nature of the business–IT relationship and the
characteristics of an effec-
tive relationship that delivers real value to the enterprise.
Chapter 5 (Business–IT
Communication) explores the business and interpersonal
competencies that IT staff
will need in order to do their jobs effectively over the next five
to seven years and
what companies should be doing to develop them. Finally,
Chapter 6 (Effective IT
Leadership) tackles the increasing need for improved leadership
skills in all IT staff
and examines the expectations of the business for strategic and
innovative guid-
ance from IT.
A01_MCKE0260_03_GE_FM.indd 16 26/11/14 9:32 PM
Preface 17
31. In the mini cases associated with this section, the concepts of
delivering
value with IT are explored in a number of different ways. We
see business and
IT executives at Hefty Hardware grappling with conflicting
priorities and per-
spectives and how best to work together to achieve the
company’s strategy. In
“Investing in TUFS,” CIO Martin Drysdale watches as all of the
work his IT depart-
ment has put into a major new system fails to deliver value. And
the “IT Planning
atModMeters”minicasefollowsCIOBrianSmith’seffortstocreateas
trategic
IT plan that will align with business strategy, keep IT running,
and not increase
IT’sbudget.
• Section II: IT Governance explores key concepts in how the IT
organization is
structured and managed to effectively deliver IT products and
services to the orga-
nization. Chapter 7 (Effective IT Shared Services) discusses
how IT shared services
should be selected, organized, managed, and governed to
achieve improved organi-
zational performance. Chapter 8 (Successful IT Sourcing:
Maturity Model, Sourcing
Options, and Decision Criteria) examines how organizations are
choosing to source
and deliver different types of IT functions and presents a
framework to guide sourc-
ingdecisions.Chapter9(Budgeting:Planning’sEvilTwin)describes
the“eviltwin”
of IT strategy, discussing how budgeting mechanisms can
significantly undermine
32. effective business strategies and suggesting practices for
addressing this problem
while maintaining traditional fiscal accountability. Chapter 10
(Risk Management
in IT) describes how many IT organizations have been given the
responsibility of
not only managing risk in their own activities (i.e., project
development, operations,
and delivering business strategy) but also of managing IT-based
risk in all company
activities (e.g., mobile computing, file sharing, and online
access to information and
software) and the need for a holistic framework to understand
and deal with risk
effectively. Chapter 11 (Information Management: Stages and
Issues) describes how
new organizational needs for more useful and integrated
information are driving
the development of business-oriented functions within IT that
focus specifically on
information and knowledge, as opposed to applications and
data.
The mini cases in this section examine the difficulties of
managing com-
plex IT issues when they intersect substantially with important
business issues.
In “Building Shared Services at RR Communications,” we see
an IT organiza-
tion in transition from a traditional divisional structure and
governance model
to a more centralized enterprise model, and the long-term
challenges experi-
enced by CIO Vince Patton in changing both business and IT
practices, includ-
ing information management and delivery, to support this new
33. approach. In
“Enterprise Architecture at Nationstate Insurance,” CIO Jane
Denton endeavors
to make IT more flexible and agile, while incorporating new and
emerging tech-
nologies into its strategy. In “IT Investment at North American
Financial,” we
show the opportunities and challenges involved in prioritizing
and resourcing
enterprisewide IT projects and monitoring that anticipated
benefits are being
achieved.
• Section III: IT-Enabled Innovation discusses some of the ways
technology is
being used to transform organizations. Chapter 12 (Technology-
Driven Innovation)
examines the nature and importance of innovation with IT and
describes a typi-
cal innovation life cycle. Chapter 13 (When Big Data and Social
Computing Meet)
discusses how IT leaders are incorporating big data and social
media concepts
A01_MCKE0260_03_GE_FM.indd 17 26/11/14 9:32 PM
18 Preface
and technologies to successfully deliver business value in new
ways. Chapter 14
(Effective Customer Experience) explores the IT function’s role
in creating and
improvinganorganization’scustomerexperiencesandtheroleoftech
nologyin
34. helping companies to understand and learn from their
customers’ experiences.
Chapter 15 (Business Intelligence: An Overview) looks at the
nature of business
intelligence and its relationship to data, information, and
knowledge and how
IT can be used to build a more intelligent organization. Chapter
16 (Technology-
Enabled Collaboration) identifies the principal forms of
collaboration used in orga-
nizations, the primary business drivers involved in them, how
their business value
is measured, and the roles of IT and the business in enabling
collaboration.
The mini cases in this section focus on the key challenges
companies face in
innovating with IT. “Innovation at International Foods”
contrasts the need for pro-
cess and control in corporate IT with the strong push to
innovate with technology
and the difficulties that ensue from the clash of style and
culture. “Consumerization
of Technology at IFG” looks at issues such as “bring your own
device” (BYOD) to
the workplace. In “CRM at Minitrex,” we see some of the
internal technological and
political conflicts that result from a strategic decision to
become more customercen-
tric. Finally, “Customer Service at Datatronics” explores the
importance of present-
ing unified, customer-facing IT to customers.
• Section IV: IT Portfolio Development and Management looks
at how the IT func-
tion must transform itself to be able to deliver business value
35. effectively in the
future. Chapter 17 (Managing the Application Portfolio)
describes the ongoing
management process of categorizing, assessing, and
rationalizing the IT applica-
tion portfolio. Chapter 18 (IT Demand Management: Supply
Management is Not
Enough) looks at the often neglected issue of demand
management (as opposed
to supply management), explores the root causes of the demand
for IT services,
and identifies a number of tools and enablers to facilitate more
effective demand
management. Chapter 19 (Technology Roadmap: Benefits,
Elements, and Practical
Steps) examines the challenges IT managers face in
implementing new infrastruc-
ture, technology standards, and types of technology in their
real-world business and
technical environments, which is composed of a huge variety of
hardware, software,
applications, and other technologies, some of which date back
more than thirty
years. Chapter 20 (Emerging Development Practices) explores
how system develop-
ment practices are changing and how managers can create an
environment to pro-
mote improved development productivity. And Chapter 21
(Information Delivery:
Past, Present, and Future) examines the fresh challenges IT
faces in managing the
exponential growth of data and digital assets; privacy and
accountability concerns;
and new demands for access to information on an anywhere,
anytime basis.
36. The mini cases associated with this section describe many of
these themes
embedded within real organizational contexts. “Project
Management at MM” mini
case shows how a top-priority, strategic project can take a
wrong turn when proj-
ect management skills are ineffective. “Working Smarter at
Continental Furniture”
minicasefollowsaninitiativetoimprovethecompany’sanalyticssoit
canreduce
its environmental impact. And in the mini case “Managing
Technology at Genex
Fuels,” we see CIO Nick Devlin trying to implement
enterprisewide technology for
competitive advantage in an organization that has been limping
along with obscure
and outdated systems.
A01_MCKE0260_03_GE_FM.indd 18 26/11/14 9:32 PM
Preface 19
SupplementAry mAteriAlS
online instructor resource center
The following supplements are available online to adopting
instructors:
• PowerPointLectureNotes
• ImageLibrary(textart)
• ExtensiveTeachingNotesforallMinicases
•
AdditionalchaptersincludingDevelopingITProfessionalism;ITSo
urcing;Master
37. Data Management; Developing IT Capabilities; The Identity
Management Challenge;
Social Computing; Managing Perceptions of IT; IT in the New
World of Corporate
Governance Reforms; Enhancing Customer Experiences with
Technology; Creating
Digital Dashboards; and Managing Electronic Communications.
•
Additionalminicases,includingITLeadershipatMaxTrade;Creatin
gaProcess-Driven
Organization at Ag-Credit; Information Management at
Homestyle Hotels; Knowledge
Management at Acme Consulting; Desktop Provisioning at
CanCredit; and Leveraging
IT Vendors at SleepSmart.
For detailed descriptions of all of the supplements just listed,
please visit
www.pearsongloableditions.com/McKeen.
courseSmart etextbooks online
CourseSmart* is an exciting new choice for students looking to
save money. As an alter-
native to purchasing the print textbook, students can purchase
an electronic version of
the same content and save up to 50 percent off the suggested list
price of the print text.
With a CourseSmart etextbook, students can search the text,
make notes online, print
out reading assignments that incorporate lecture notes, and
bookmark important pas-
sages for later review. www.coursesmart.co.uk.
* This product may not be available in all markets. For more
38. details, please visit www.coursesmart.co.uk or
contact your local Pearson representative.
the geneSiS of thiS Book
Since 1990 we have been meeting quarterly with a group of
senior IT managers from a
number of leading-edge organizations (e.g., Eli Lilly, BMO,
Honda, HP, CIBC, IBM, Sears,
Bell Canada, MacDonalds, and Sun Life) to identify and discuss
critical IT manage-
ment issues. This focus group represents a wide variety of
industry sectors (e.g., retail,
manufacturing, pharmaceutical, banking, telecommunications,
insurance, media, food
processing, government, and automotive). Originally, it was
established to meet the com-
panies’ needs for well-balanced, thoughtful, yet practical
information on emerging IT
management topics, about which little or no research was
available. However, we soon
recognized the value of this premise for our own research in the
rapidly evolving field
of IT management. As a result, it quickly became a full-scale
research program in which
we were able to use the focus group as an “early warning
system” to document new IT
management issues, develop case studies around them, and
explore more collaborative
approaches to identifying trends, challenges, and effective
practices in each topic area.3
3 This now includes best practice case studies, field research in
organizations, multidisciplinary qualitative
and quantitative research projects, and participation in
numerous CIO research consortia.
39. A01_MCKE0260_03_GE_FM.indd 19 26/11/14 9:32 PM
20 Preface
As we shared our materials with our business students, we
realized that this issues-based
approach resonated strongly with them, and we began to
incorporate more of our research
intotheclassroom.Thisbookistheresultofourmanyyears’workwiths
eniorITmanag-
ers, in organizations, and with students in the classroom.
Each issue in this book has been selected collaboratively by the
focus group after
debateanddiscussion.Asfacilitators,ourjobhasbeentokeepthegrou
p’sfocusonIT
management issues, not technology per se. In preparation for
each meeting, focus group
members researched the topic within their own organization,
often involving a number
of members of their senior IT management team as well as
subject matter experts in
the process. To guide them, we provided a series of questions
about the issue, although
members are always free to explore it as they see fit. This
approach provided both struc-
ture for the ensuing discussion and flexibility for those
members whose organizations
are approaching the issue in a different fashion.
The focus group then met in a full-day session, where the
members discussed all
aspects of the issue. Many also shared corporate documents with
40. the group. We facilitated
the discussion, in particular pushing the group to achieve a
common understanding of
the dimensions of the issue and seeking examples, best
practices, and guidelines for deal-
ing with the challenges involved. Following each session, we
wrote a report based on the
discussion, incorporating relevant academic and practitioner
materials where these were
available. (Because some topics are “bleeding edge,” there is
often little traditional IT
research available on them.)
Each report has three parts:
1. A description of the issue and the challenges it presents for
both business and IT
managers
2. Models and concepts derived from the literature to position
the issue within a con-
textual framework
3. Near-term strategies (i.e., those that can be implemented
immediately) that have
proven successful within organizations for dealing with the
specific issue
Each chapter in this book focuses on one of these critical IT
issues. We have learned
over the years that the issues themselves vary little across
industries and organizations,
even in enterprises with unique IT strategies. However, each
organization tackles the
same issue somewhat differently. It is this diversity that
provides the richness of insight
41. in these chapters. Our collaborative research approach is based
on our belief that when
dealing with complex and leading-edge issues, “everyone has
part of the solution.”
Every focus group, therefore, provides us an opportunity to
explore a topic from a
variety of perspectives and to integrate different experiences
(both successful and oth-
erwise) so that collectively, a thorough understanding of each
issue can be developed
and strategies for how it can be managed most successfully can
be identified.
A01_MCKE0260_03_GE_FM.indd 20 26/11/14 9:32 PM
AbouT THE AuTHorS
James D.
McKeenisProfessorEmeritusattheQueen’sSchoolofBusiness.Heh
asbeen
working in the IT field for many years as a practitioner,
researcher, and consultant. In
2011, he was named the “IT Educator of the Year” by
ComputerWorld Canada. Jim has
taught at universities in the United Kingdom, France, Germany,
and the United States.
His research is widely published in a number of leading journals
and he is the coau-
thor (with Heather Smith) of five books on IT management.
Their most recent book—IT
Strategy: Issues and Practices (2nd ed.)—was the best-selling
business book in Canada
(Globe and Mail, April 2012).
42. Heather A. Smith has been named the most-published researcher
on IT management
issuesintwosuccessivestudies(2006,2009).Aseniorresearchassoci
atewithQueen’s
University School of Business, she is the author of five books,
the most recent being IT
Strategy: Issues and Practices (Pearson Prentice Hall, 2012).
She is also a senior research
associatewiththeAmericanSocietyforInformationManagement’sA
dvancedPractices
Council. A former senior IT manager, she is codirector of the IT
Management Forum and
the CIO Brief, which facilitate interorganizational learning
among senior IT executives.
In addition, she consults and collaborates with organizations
worldwide.
21
A01_MCKE0260_03_GE_FM.indd 21 26/11/14 9:32 PM
ACKnowLEDGMEnTS
The work contained in this book is based on numerous meetings
with many senior IT
managers. We would like to acknowledge our indebtedness to
the following individuals
who willingly shared their insights based on their experiences
“earned the hard way”:
Michael Balenzano, Sergei Beliaev, Matthias Benfey, Nastaran
Bisheban, Peter
Borden, Eduardo Cadena, Dale Castle, Marc Collins, Diane
Cope, Dan Di Salvo,
43. Ken Dschankilic, Michael East, Nada Farah, Mark Gillard, Gary
Goldsmith, Ian
Graham, Keiko Gutierrez, Maureen Hall, Bruce Harding,
Theresa Harrington,
Tom Hopson, Heather Hutchison, Jim Irich, Zeeshan Khan,
Joanne Lafreniere,
Konstantine Liris, Lisa MacKay, Mark O’Gorman, Amin
Panjwani, Troy Pariag,
Brian Patton, Marius Podaru, Helen Restivo, Pat Sadler, A. F.
Salam, Ashish
Saxena, Joanne Scher, Stewart Scott, Andy Secord, Marie Shafi,
Helen Shih, Trudy
Sykes, Bruce Thompson, Raju Uppalapati, Len Van Greuning,
Laurie Schatzberg,
Ted Vincent, and Bond Wetherbe.
WewouldalsoliketorecognizethecontributionofQueen’sSchoolof
Business
to this work. The school has facilitated and supported our vision
of better integrat-
ing academic research and practice and has helped make our
collaborative approach
to the study of IT management and strategy an effective model
for interorganizational
learning.
James D. McKeen
Kingston, Ontario
Heather A. Smith
School of Business
June 2014
22
44. A01_MCKE0260_03_GE_FM.indd 22 26/11/14 9:32 PM
S e c t i o n i
Delivering Value with IT
Chapter 1 The IT Value Proposition
Chapter 2 Delivering Business Value through IT Strategy
Chapter 3 Making IT Count
Chapter 4 Effective Business–IT Relationships
Chapter 5 Business–IT Communication
Chapter 6 Effective IT Leadership
Mini Cases
■ Delivering Business Value with IT at Hefty Hardware
■ Investing in TUFS
■ IT Planning at ModMeters
M01_MCKE0260_03_GE_C01.indd 23 12/3/14 8:33 PM
24
C h a p t e r
1 the it Value Proposition1
1 This chapter is based on the authors’ previously published
article, Smith, H. A., and J. D. McKeen.
“Developing and Delivering on the IT Value Proposition.”
Communications of the Association for Information
Systems 11 (April 2003): 438–50. Reproduced by permission of
the Association for Information Systems.
45. It’s déjà vu all over again. For at least twenty years, business
leaders have been trying to figure out exactly how and where
IT can be of value in their organizations. And IT managers have
been trying to learn how to deliver this value. When IT was
used mainly as a productivity improvement tool in small areas
of a business, this was
a relatively straightforward process. Value was measured by
reduced head counts—
usually in clerical areas—and/or the ability to process more
transactions per person.
However, as systems grew in scope and complexity,
unfortunately so did the risks. Very
few companies escaped this period without making at least a
few disastrous invest-
ments in systems that didn’t work or didn’t deliver the bottom-
line benefits executives
thought they would. Naturally, fingers were pointed at IT.
With the advent of the strategic use of IT in business, it became
even more difficult
to isolate and deliver on the IT value proposition. It was often
hard to tell if an invest-
ment had paid off. Who could say how many competitors had
been deterred or how
many customers had been attracted by a particular IT initiative?
Many companies can
tell horror stories of how they have been left with a substantial
investment in new forms
of technology with little to show for it. Although over the years
there have been many
improvements in where and how IT investments are made and
good controls have been
established to limit time and cost overruns, we are still not able
to accurately articulate
and deliver on a value proposition for IT when it comes to
46. anything other than simple
productivity improvements or cost savings.
Problems in delivering IT value can lie with how a value
proposition is conceived
or in what is done to actually implement an idea—that is,
selecting the right project and
doing the project right (Cooper et al. 2000; McKeen and Smith
2003; Peslak 2012). In
addition, although most firms attempt to calculate the expected
payback of an IT invest-
ment before making it, few actually follow up to ensure that
value has been achieved or
to question what needs to be done to make sure that value will
be delivered.
M01_MCKE0260_03_GE_C01.indd 24 12/3/14 8:33 PM
Chapter1 • TheITValueProposition 25
This chapter first looks at the nature of IT value and “peels the
onion” into its
different layers. Then it examines the three components of
delivering IT value: value
identification, conversion, and value realization. Finally, it
identifies five general
principles for ensuring IT value will be achieved.
Peeling the OniOn: Understanding it ValUe
Thirty years ago the IT value proposition was seen as a simple
equation: Deliver the
right technology to the organization, and financial benefits will
follow (Cronk and
47. Fitzgerald 1999; Marchand et al. 2000). In the early days of IT,
when computers were
most often used as direct substitutes for people, this equation
was understandable,
even if it rarely worked this simply. It was easy to compute a
bottom-line benefit where
“technology” dollars replaced “salary” dollars.
Problems with this simplistic view quickly arose when
technology came to be
used as a productivity support tool and as a strategic tool.
Under these conditions,
managers had to decide if an IT investment was worth making if
it saved people time,
helped them make better decisions, or improved service. Thus,
other factors, such as
how well technology was used by people or how IT and
business processes worked
together, became important considerations in how much value
was realized from an IT
investment. These issues have long confounded our
understanding of the IT value prop-
osition, leading to a plethora of opinions (many negative) about
how and where technol-
ogy has actually contributed to business value. Stephen Roach
(1989) made headlines
with his macroeconomic analysis showing that IT had had
absolutely no impact on pro-
ductivity in the services sector. More recently, research shows
that companies still have a
mixed record in linking IT to organizational performance, user
satisfaction, productivity,
customer experience, and agility (Peslak 2012).
These perceptions, plus ever-increasing IT expenditures, have
meant business
48. managers are taking a closer look at how and where IT delivers
value to an organization
(Ginzberg 2001; Luftman and Zadeh 2011). As they do this,
they are beginning to change
their understanding of the IT value proposition. Although,
unfortunately, “silver bullet
thinking” (i.e., plug in technology and deliver bottom-line
impact) still predomi-
nates, IT value is increasingly seen as a multilayered concept,
far more complex than
it first appeared. This suggests that before an IT value
proposition can be identified
and delivered, it is essential that managers first “peel the
onion” and understand more
about the nature of IT value itself (see Figure 1.1).
What is it Value?
Value is defined as the worth or desirability of a thing (Cronk
and Fitzgerald 1999). It is
a subjective assessment. Although many believe this is not so,
the value of IT depends
very much on how a business and its individual managers
choose to view it. Different
companies and even different executives will define it quite
differently. Strategic posi-
tioning, increased productivity, improved decision making, cost
savings, or improved
service are all ways value could be defined. Today most
businesses define value broadly
and loosely, not simply as a financial concept (Chakravarty et
al. 2013). Ideally, it is tied
to the organization’s business model because adding value with
IT should enable a firm
to do its business better. In the focus group (see the Preface),
one company sees value
49. M01_MCKE0260_03_GE_C01.indd 25 12/3/14 8:33 PM
26 SectionI • DeliveringValuewithIT
resulting from all parts of the organization having the same
processes; another defines
value by return on investment (ROI); still another measures it
by a composite of key
performance indicators. In short, there is no single agreed-on
measure of IT value. As a
result, misunderstandings about the definition of value either
between IT and the busi-
ness or among business managers themselves can lead to
feelings that value has not
been delivered. Therefore, a prerequisite of any IT value
proposition is that everyone
involved in an IT initiative agree on what value they are trying
to deliver and how they
will recognize it.
Where is it Value?
Value may also vary according to where one looks for it
(Davern and Kauffman 2000;
Oliveira and Martins 2011). For example, value to an enterprise
may not be perceived as
value in a work group or by an individual. In fact, delivering
value at one level in an orga-
nization may actually conflict with optimizing value at another
level. Decisions about
IT value are often made to optimize firm or business process
value, even if they cause
difficulties for business units or individuals. As one manager
50. explained, “At the senior
levels, our bottom-line drivers of value are cost savings, cash
flow, customer satisfaction,
and revenue. These are not always visible at the lower levels of
the organization.” Failure
to consider value implications at all levels can lead to a value
proposition that is coun-
terproductive and may not deliver the value that is anticipated.
Many executives take a
hard line with these value conflicts. However, it is far more
desirable to aim for a value
What Value will be
Delivered?
Where will Value be
Delivered?
Who will
Deliver Value?
When will Value
be Delivered?
How will Value
be Delivered?
FigUre 1.1 IT Value Is a Many-Layered Concept
M01_MCKE0260_03_GE_C01.indd 26 12/3/14 8:33 PM
Chapter1 • TheITValueProposition 27
that is not a win–lose proposition but is a win–win at all levels.
51. This can leverage overall
value many times over (Chan 2000; Grant and Royle 2011).
Who delivers it Value?
Increasingly, managers are realizing that it is the interaction of
people, information, and
technology that delivers value, not IT alone.2 Studies have
confirmed that strong IT
practices alone do not deliver superior performance. It is only
the combination of these
IT practices with an organization’s skills at managing
information and people’s behav-
iors and beliefs that leads to real value (Birdsall 2011; Ginzberg
2001; Marchand et al.
2000). In the past, IT has borne most of the responsibility for
delivering IT value. Today,
however, business managers exhibit a growing willingness to
share responsibility with
IT to ensure value is realized from the organization’s
investments in technology. Most
companies now expect to have an executive sponsor for any IT
initiative and some busi-
ness participation in the development team. However, many IT
projects still do not
have the degree of support or commitment from the business
that IT managers feel is
necessary to deliver fully on a value proposition (Peslak 2012).
When is it Value realized?
Value also has a time dimension. It has long been known that
the benefits of technol-
ogy take time to be realized (Chan 2000; Segars and Chatterjee
2010). People must be
trained, organizations and processes must adapt to new ways of
52. working, information
must be compiled, and customers must realize what new
products and services are
being offered. Companies are often unprepared for the time it
takes an investment to
pay off. Typically, full payback can take between three and five
years and can have at
least two spikes as a business adapts to the deployment of
technology. Figure 1.2 shows
this “W” effect, named for the way the chart looks, for a single
IT project.
Initially, companies spend a considerable amount in deploying a
new technology.
During this twelve-to-sixteen-month period, no benefits occur.
Following implementa-
tion, some value is realized as companies achieve initial
efficiencies. This period lasts
for about six months. However, as use increases, complexities
also grow. Information
overload can occur and costs increase. At this stage, many can
lose faith in the initia-
tive. This is a dangerous period. The final set of benefits can
occur only by making the
business simpler and applying technology, information, and
people more effectively. If
a business can manage to do this, it can achieve sustainable,
long-term value from its IT
investment (Segars and Chatterjee 2010). If it can’t, value from
technology can be offset
by increased complexity.
Time also changes perceptions of value. Many IT managers can
tell stories of
how an initiative is vilified as having little or no value when
first implemented, only
53. to have people say they couldn’t imagine running the business
without it a few years
later. Similarly, most managers can identify projects where time
has led to a clearer
2 These interactions in a structured form are known as
processes. Processes are often the focus of much orga-
nizational effort in the belief that streamlining and
reengineering them will deliver value. In fact, research
shows that without attention to information and people, very
little value is delivered (Segars and Chatterjee
2010). In addition, attention to processes in organizations often
ignores the informal processes that contribute
to value.
M01_MCKE0260_03_GE_C01.indd 27 12/3/14 8:33 PM
28 SectionI • DeliveringValuewithIT
understanding of the potential value of a project. Unfortunately,
in cases where antici-
pated value declines or disappears, projects don’t always get
killed (Cooper et al. 2000).
Clarifying and agreeing on these different layers of IT value is
the first step involved
in developing and delivering on the IT value proposition. All
too often, this work is for-
gotten or given short shrift in the organization’s haste to answer
this question: How will
IT value be delivered? (See next section.) As a result,
misunderstandings arise and tech-
nology projects do not fulfill their expected promises. It will be
next to impossible to do a
54. good job developing and delivering IT value unless and until
the concepts involved in IT
value are clearly understood and agreed on by both business and
IT managers.
the three COmPOnents OF the it ValUe PrOPOsitiOn
Developing and delivering an IT value proposition involves
addressing three compo-
nents. First, potential opportunities for adding value must be
identified. Second, these
opportunities must be converted into effective applications of
technology. Finally, value
12–16 Months
EVA
Time
Get the House
in Order
Harvest Low-
Hanging Fruit
Make the
Business
Complex
Make Business
Simpler
16–22 Months 22–38 Months 3–5 Years
FigUre 1.2 The ‘W’ Effect in Delivering IT Value (Segars &
55. Chatterjee, 2010)
Best Practices in Understanding IT Value
• LinkITvaluedirectlytoyourbusinessmodel.
•
Recognizevalueissubjective,andmanageperceptionsaccordingly.
• Aimforavalue“win–
win”acrossprocesses,workunits,andindividuals.
• SeekbusinesscommitmenttoallITprojects.
• Managevalueovertime.
M01_MCKE0260_03_GE_C01.indd 28 12/3/14 8:33 PM
Chapter1 • TheITValueProposition 29
must be realized by the organization. Together, these
components comprise the funda-
mentals of any value proposition (see Figure 1.3).
identification of Potential Value
Identifying opportunities for making IT investments has
typically been a fairly
informal activity in most organizations. Very few companies
have a well-organized
means of doing research into new technologies or strategizing
about where these tech-
nologies can be used (McKeen and Smith 2010). More
companies have mechanisms
for identifying opportunities within business units. Sometimes a
senior IT manager
will be designated as a “relationship manager” for a particular
unit with responsi-
56. bility for working with business management to identify
opportunities where IT
could add value (Agarwal and Sambamurthy 2002; Peslak
2012). Many other com-
panies, however, still leave it up to business managers to
identify where they want
to use IT. There is growing evidence that relegating the IT
organization to a passive
role in developing systems according to business instructions is
unlikely to lead to
high IT value. Research shows that involving IT in business
planning can have a direct
and positive influence on the development of successful
business strategies using IT
(Ginzberg 2001; Marchand et al. 2000). This suggests that
organizations should estab-
lish joint business–IT mechanisms to identify and evaluate both
business and technical
opportunities where IT can add value.
Once opportunities have been identified, companies must then
make decisions
about where they want to focus their dollars to achieve optimal
value. Selecting the
right projects for an organization always involves balancing
three fundamental factors:
cash, timing, and risk (Luehrman 1997). In principle, every
company wants to under-
take only high-return projects. In reality, project selection is
based on many different
factors. For example, pet or political projects or those mandated
by the government or
competitors are often part of a company’s IT portfolio (Carte et
al. 2001). Disagreement
at senior levels about which projects to undertake can arise
because of a lack of a coher-
57. ent and consistent mechanism for assessing project value. All
organizations need some
formal mechanism for prioritizing projects. Without one, it is
very likely that project
selection will become highly politicized and, hence, ineffective
at delivering value.
There are a variety of means to do this, ranging from using
strictly bottom-line metrics,
to comparing balanced scorecards, to adopting a formal value-
assessment methodology.
However, although these methods help to weed out higher cost–
lower return projects,
they do not constitute a foolproof means of selecting the right
projects for an organiza-
tion. Using strict financial selection criteria, for example, can
exclude potentially high-
value strategic projects that have less well-defined returns,
longer payback periods,
and more risk (Cooper et al. 2000; DeSouza 2011). Similarly, it
can be difficult getting
Identification Conversion Realization
IT
Value
FigUre 1.3 The Three Components of the IT Value Proposition
M01_MCKE0260_03_GE_C01.indd 29 12/3/14 8:33 PM
30 SectionI • DeliveringValuewithIT
important infrastructure initiatives funded even though these
may be fundamental to
58. improving organizational capabilities (Byrd 2001).
Therefore, organizations are increasingly taking a portfolio
approach to project
selection. This approach allocates resources and funding to
different types of projects,
enabling each type of opportunity to be evaluated according to
different criteria (McKeen
and Smith 2003; Smith and McKeen 2010). One company has
identified three different
classes of IT—infrastructure, common systems, and business
unit applications—and
funds them in different proportions. In other companies,
funding for strategic initia-
tives is allocated in stages so their potential value can be
reassessed as more information
about them becomes known. Almost all companies have found it
necessary to justify
infrastructure initiatives differently than more business-oriented
projects. In fact, some
remove these types of projects from the selection process
altogether and fund them with
a “tax” on all other development (McKeen and Smith 2003).
Other companies allocate a
fixed percentage of their IT budgets to a technology renewal
fund.
Organizations have come a long way in formalizing where and
how they choose to
invest their IT dollars. Nevertheless, there is still considerable
room for judgment based
on solid business and technical knowledge. It is, therefore,
essential that all executives
involved have the ability to think strategically and
systematically as well as financially
about project identification and selection.
59. effective Conversion
“Conversion” from idea/opportunity to reality has been what IT
organizations have
been all about since their inception. A huge amount of effort
has gone into this central
component of the IT value proposition. As a result, many IT
organizations have become
very good at developing and delivering projects on time and on
budget. Excellent
project management, effective execution, and reliable
operations are a critical part of
IT value. However, they are not, in and of themselves,
sufficient to convert a good idea
into value or to deliver value to an organization.
Today managers and researchers are both recognizing that more
is involved in
effective conversion than good IT practices. Organizations can
set themselves up for
failure by not providing adequate and qualified resources. Many
companies start more
projects than they can effectively deliver with the resources
they have available. Not
having enough time or resources to do the job means that people
are spread too thin
and end up taking shortcuts that are potentially damaging to
value (Cooper et al. 2000).
Resource limitations on the business side of a project team can
be as damaging to con-
version as a lack of technical resources. “[Value is about] far
more than just sophisticated
managerial visions. . . . Training and other efforts . . . to obtain
value from IT investments
60. Best Practices in Identifying Potential Value
• Jointbusiness–
ITstructurestorecognizeandevaluateopportunities
• Ameansofcomparingvalueacrossprojects
• Aportfolioapproachtoprojectselection
• Afundingmechanismforinfrastructure
M01_MCKE0260_03_GE_C01.indd 30 12/3/14 8:33 PM
Chapter1 • TheITValueProposition 31
are often hamstrung by insufficient resources” (Chircu and
Kauffman 2000). Inadequate
business resources can lead to poor communication and
ineffective problem solving on
a project (Ginzberg 2001). Companies are beginning to
recognize that the number and
quality of the staff assigned to an IT project can make a
difference to its eventual out-
come. They are insisting that the organization’s best IT and
businesspeople be assigned
to critical projects.
Other significant barriers to conversion that are becoming more
apparent now
that IT has improved its own internal practices include the
following:
• Organizational barriers. The effective implementation of IT
frequently requires
the extensive redesign of current business processes (Chircu and
Kauffman 2000).
However, organizations are often reluctant to make the difficult
61. complementary
business changes and investments that are required (Carte et al.
2001). “When
new IT is implemented, everyone expects to see costs come
down,” explained one
manager. “However, most projects involve both business and IT
deliverables. We,
therefore, need to take a multifunctional approach to driving
business value.” In
recognition of this fact, some companies are beginning to put
formal change man-
agement programs in place to help businesses prepare for the
changes involved
with IT projects and to adapt and simplify as they learn how to
take advantage of
new technology.
• Knowledge barriers. Most often new technology and processes
require employ-
ees to work differently, learn new skills, and have new
understanding of how and
where information, people, and technologies fit together (Chircu
and Kauffman
2000; Perez-Lopez and Alegre 2012). Although training has
long been part of new
IT implementations, more recently businesses are recognizing
that delivering value
from technology requires a broader and more coordinated
learning effort (Smith
and McKeen 2002). Lasting value comes from people and
technology working
together as a system rather than as discrete entities. Research
confirms that high-
performing organizations not only have strong IT practices but
also have people
who have good information management practices and who are
62. able to effectively
use the information they receive (Beath et al. 2012; Marchand et
al. 2000).
realizing Value
The final component of the IT value proposition has been the
most frequently ignored.
This is the work involved in actually realizing value after
technology has been imple-
mented. Value realization is a proactive and long-term process
for any major initiative.
All too often, after an intense implementation period, a
development team is disbanded
to work on other projects, and the business areas affected by
new technology are left to
Best Practices in Conversion
• AvailabilityofadequateandqualifiedITandbusinessresources
• Traininginbusinessgoalsandprocesses
• Multifunctionalchangemanagement
• Emphasisonhigher-levellearningandknowledgemanagement
M01_MCKE0260_03_GE_C01.indd 31 12/3/14 8:33 PM
32 SectionI • DeliveringValuewithIT
sink or swim. As a result, a project’s benefits can be
imperfectly realized. Technology
must be used extensively if it is to deliver value. Poorly
designed technology can lead
to high levels of frustration, resistance to change, and low
levels of use (Chircu and
63. Kauffman 2000; Sun et al., 2012).
Resistance to change can have its root cause in an assumption or
an action that
doesn’t make sense in the everyday work people do. Sometimes
this means challeng-
ing workers’ understanding of work expectations or information
flows. At other times
it means doing better analysis of where and how a new process
is causing bottlenecks,
overwork, or overload. As one manager put it, “If value is not
being delivered, we
need to understand the root causes and do something about it.”
His company takes
the unusual position that it is important to keep a team working
on a project until the
expected benefits have been realized. This approach is ideal but
can also be very costly
and, therefore, must be carefully managed. Some companies try
to short-circuit the
value management process by simply taking anticipated cost
savings out of a business
unit’s budget once technology has been implemented, thereby
forcing it to do more
with less whether or not the technology has been as beneficial
as anticipated. However,
most often organizations do little or no follow-up to determine
whether or not benefits
have been achieved.
Measurement is a key component of value realization (Thorp
1999). After imple-
mentation, it is essential that all stakeholders systematically
compare outcomes against
expected value and take appropriate actions to achieve benefits.
In addition to monitor-
64. ing metrics, a thorough and ongoing assessment of value and
information flows must
also be undertaken at all levels of analysis: individual, team,
work unit, and enterprise.
Efforts must be taken to understand and improve aspects of
process, information, and
technology that are acting as barriers to achieving value.
A significant problem with not paying attention to value
recognition is that areas
of unexpected value or opportunity are also ignored. This is
unfortunate because it is
only after technology has been installed that many
businesspeople can see how it could
be leveraged in other parts of their work. Realizing value
should, therefore, also include
provisions to evaluate new opportunities arising through
serendipity.
FiVe PrinCiPles FOr deliVering ValUe
In addition to clearly understanding what value means in a
particular organization and
ensuring that the three components of the IT value proposition
are addressed by every
project, five principles have been identified that are central to
developing and deliver-
ing value in every organization.
Best Practices in Realizing Value
• Planavalue-realizationphaseforallITprojects.
• Measureoutcomesagainstexpectedresults.
• Lookforandeliminaterootcausesofproblems.
• Assessvaluerealizationatalllevelsintheorganization.
• Haveprovisionsforactingonnewopportunitiestoleveragevalue.
65. M01_MCKE0260_03_GE_C01.indd 32 12/3/14 8:33 PM
Chapter1 • TheITValueProposition 33
Principle 1. have a Clearly defined Portfolio
Value management Process
Every organization should have a common process for managing
the overall value
being delivered to the organization from its IT portfolio. This
would begin as a means of
identifying and prioritizing IT opportunities by potential value
relative to each other. It
would also include mechanisms to optimize enterprise value
(e.g., through tactical, stra-
tegic, and infrastructure projects) according to a rubric of how
the organization wants
to allocate its resources.
A portfolio value management process should continue to track
projects as they
are being developed. It should ensure not only that projects are
meeting schedule and
budget milestones but also that other elements of conversion
effectiveness are being
addressed (e.g., business process redesign, training, change
management, informa-
tion management, and usability). A key barrier to achieving
value can be an organiza-
tion’s unwillingness to revisit the decisions made about its
portfolio (Carte et al. 2001).
Yet this is critically important for strategic and infrastructure
initiatives in particular.
66. Companies may have to approve investments in these types of
projects based on imper-
fect information in an uncertain environment. As they develop,
improved information
can lead to better decision making about an investment. In some
cases this might lead to
a decision to kill a project; in others, to speed it up or to
reshape it as a value proposition
becomes clearer.
Finally, a portfolio value management process should include an
ongoing means
of ensuring that value is realized from an investment.
Management must monitor
expected outcomes at appropriate times following
implementation and hold someone
in the organization accountable for delivering benefits (Smith
and McKeen 2010).
Principle 2. aim for Chunks of Value
Much value can be frittered away by dissipating IT investments
on too many projects
(Cho et al. 2013; Marchand et al. 2000). Focusing on a few key
areas and designing a set
of complementary projects that will really make a difference is
one way companies are
trying to address this concern. Many companies are undertaking
larger and larger tech-
nology initiatives that will have a significant transformational
and/or strategic impact
on the organization. However, unlike earlier efforts, which
often took years to complete
and ended up having questionable value, these initiatives are
aiming to deliver major
value through a series of small, focused projects that, linked
67. together, will result in both
immediate short-term impact and long-term strategic value. For
example, one company
has about three hundred to four hundred projects underway
linked to one of a dozen
major initiatives.
Principle 3. adopt a holistic Orientation to technology Value
Because value comes from the effective interaction of people,
information, and tech-
nology, it is critical that organizations aim to optimize their
ability to manage and use
them together (Marchand et al. 2000). Adopting a systemic
approach to value, where
technology is not viewed in isolation and interactions and
impacts are anticipated and
planned, has been demonstrated to contribute to perceived
business value (Ginzberg
2001). Managers should aim to incorporate technology as an
integral part of an overall
M01_MCKE0260_03_GE_C01.indd 33 12/3/14 8:33 PM
34 SectionI • DeliveringValuewithIT
program of business change rather than dealing with people and
information manage-
ment as afterthoughts to technology (Beath et al. 2012). One
company has done this by
taking a single business objective (e.g., “increase market
penetration by 15 percent over
five years”) and designing a program around it that includes a
number of bundled tech-
68. nology projects.
Principle 4. aim for Joint Ownership of technology initiatives
This principle covers a lot of territory. It includes the necessity
for strong executive
sponsorship of all IT projects. “Without an executive sponsor
for a project, we simply
won’t start it,” explained one manager. It also emphasizes that
all people involved in
a project must feel they are responsible for the results. Said
another manager, “These
days it is very hard to isolate the impact of technology,
therefore there must be a ‘we’
mentality.” This perspective is reinforced by research that has
found that the quality of
the IT–business relationship is central to the delivery of IT
value. Mutual trust, visible
business support for IT and its staff, and IT staff who consider
themselves to be part of
a business problem-solving team all make a significant
difference in how much value
technology is perceived to deliver (Ginzberg 2001).
Principle 5. experiment more Often
The growing complexity of technology, the range of options
available, and the
uncertainty of the business environment have each made it
considerably more difficult
to determine where and how technology investments can most
effectively be made.
Executives naturally object to the risks involved in investing
heavily in possible business
scenarios or technical gambles that may or may not realize
value. As a result, many
69. companies are looking for ways to firm up their understanding
of the value proposition
for a particular opportunity without incurring too much risk.
Undertaking pilot studies
is one way of doing this (DeSouza 2011). Such experiments can
prove the value of an
idea, uncover new opportunities, and identify more about what
will be needed to make
an idea successful. They provide senior managers with a greater
number of options
in managing a project and an overall technology portfolio. They
also enable poten-
tial value to be reassessed and investments in a particular
project to be reevaluated
and rebalanced against other opportunities more frequently. In
short, experimentation
enables technology investments to be made in chunks and makes
“go/no go” decisions
at key milestones much easier to make.
This chapter has explored the concepts
and activities involved in developing and
delivering IT value to an organization. In
their efforts to use technology to deliver
business value, IT managers should keep
clearly in mind the maxim “Value is in the
eye of the beholder.” Because there is no
single agreed-on notion of business value, it
is important to make sure that both business
and IT managers are working to a common
goal. This could be traditional cost reduction,
process efficiencies, new business capabili-
ties, improved communication, or a host of
other objectives. Although each organization
70. Conclusion
M01_MCKE0260_03_GE_C01.indd 34 12/3/14 8:33 PM
Chapter1 • TheITValueProposition 35
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37
C h a p t e r
2 Delivering Business Value through IT Strategy1
1 This chapter is based on the authors’ previously published
article, Smith, H. A., J. D. McKeen, and S. Singh.
“Developing IT Strategy for Business Value.” Journal of
77. Information Technology Management XVIII, no. 1 (June
2007): 49–58. Reproduced by permission of the Association of
Management.
Suddenly, it seems, executives are “getting” the strategic
potential of IT. Instead of being relegated to the back rooms of
the enterprise, IT is now being invited to the boardrooms and is
being expected to play a leading role in delivering top-
line value and business transformation (Korsten 2011; Luftman
and Zadeh 2011; Peslak
2012). Thus, it can no longer be assumed that business strategy
will naturally drive IT
strategy, as has traditionally been the case. Instead, different
approaches to strategy
development are now possible and sometimes desirable. For
example, the capabilities
of new technologies could shape the strategic direction of a firm
(e.g., mobile, social
media, big data). IT could enable new competencies that would
then make new busi-
ness strategies possible (e.g., location-based advertising). New
options for governance
using IT could also change how a company works with other
firms (think Wal-Mart
or Netflix). Today new technologies coevolve with new
78. business strategies and new
behaviors and structures (see Figure 2.1). However, whichever
way it is developed, if
IT is to deliver business value, IT strategy must always be
closely linked with sound
business strategy.
Ideally, therefore, business and IT strategies should complement
and support each
other relative to the business environment. Strategy
development should be a two-way
process between the business and IT. Yet unfortunately, poor
alignment between them
remains a perennial problem (Frohman 1982; Luftman and
Zadeh 2011; McKeen and
Smith 1996; Rivard et al. 2004). Research has already identified
many organizational
challenges to effective strategic alignment. For example, if their
strategy-development
processes are not compatible (e.g., if they take place at different
times or involve differ-
ent levels of the business), it is unlikely that the business and
IT will be working toward
the same goals at the same time (Frohman 1982). Aligning with
individual business
79. units can lead to initiatives that suboptimize the effectiveness
of corporate strategies
(McKeen and Smith 1996). Strategy implementation must also
be carefully aligned to
M02_MCKE0260_03_GE_C02.indd 37 12/3/14 8:34 PM
38 SectionI • DeliveringValuewithIT
ensure the integration of business and IT efforts (Smith and
McKeen 2010). Finally, com-
panies often try to address too many priorities, leading to an
inadequate focus on key
strategic goals (Weiss and Thorogood 2011).
However, strategic alignment is only one problem facing IT
managers when they
develop IT strategy. With IT becoming so much more central to
the development and
delivery of business strategy, much more attention is now being
paid to strategy devel-
opment than in the past. What businesses want to accomplish
with their IT and how IT
80. shapes its own delivery strategy are increasingly vital to the
success of an enterprise.
This chapter explores how organizations are working to improve
IT strategy develop-
ment and its relationship with business strategy. It looks first at
how our understanding
of business and IT strategies has changed over time and at the
forces that will drive
even further changes in the future. Then it discusses some
critical success factors for IT
strategy development about which there is general consensus.
Next it looks at the dif-
ferent dimensions of the strategic use of IT that IT management
must address. Finally,
it examines how some organizations are beginning to evolve a
more formal IT strategy-
development process and some of the challenges they are facing
in doing so.
Business and iT sTraTegies: PasT, PresenT, and FuTure
At the highest level, a strategy is an approach to doing business
(Gebauer 1997).
Traditionally, a competitive business strategy has involved
performing different activi-
81. ties from competitors or performing similar activities in
different ways (Porter 1996).
Ideally, these activities were difficult or expensive for others to
copy and, therefore,
resulted in a long-term competitive advantage (Gebauer 1997).
They enabled firms to
charge a premium for their products and services.
Until recently, the job of an IT function was to understand the
business’s strategy
and figure out a plan to support it. However, all too often IT’s
strategic contribution
was inhibited by IT managers’ limited understanding of
business strategy and by busi-
ness managers’ poor understanding of IT’s potential. Therefore,
most formal IT plans
were focused on the more tactical and tangible line of business
needs or opportunities
New
Capabilities
New Behaviors & S
tructu
83. Chapter2 • DeliveringBusinessValuethroughITStrategy 39
for operational integration rather than on supporting enterprise
strategy (Burgelman
and Doz 2001). And projects were selected largely on their
abilities to affect the short-
term bottom line rather than on delivering top-line business
value. “In the past IT had
to be a strategic incubator because businesspeople simply didn’t
recognize the potential
of technology,” said a member of the focus group.
As a result, instead of looking for ways to be different, in the
past much business
strategy became a relentless race to compete on efficiencies
with IT as the primary means
of doing so (Hitt et al. 1998; Porter 1996). In many industries,
companies’ improved
information-processing capabilities have been used to drive
down transaction costs to
near zero, threatening traditional value propositions and shaving
profit margins. This
84. is leading to considerable disruption as business models (i.e.,
the way companies add
value) are under attack by new, technology-enabled approaches
to delivering products
and services (e.g., the music industry, bookselling). Therefore:
Strategists [have to] honestly face the many weaknesses
inherent in [the]
industrial-age ways of doing things. They [must] redesign,
build upon and reconfig-
ure their components to radically transform the value
proposition. (Tapscott 1996)
Such new business strategies are inconceivable without the use
of IT. Other factors,
also facilitated by IT, are further influencing the relationship
between the business
and IT strategy. Increasingly, globalization is altering the
economic playing field. As
countries and companies become more deeply interrelated,
instability is amplified.
Instead of being generals plotting out a structured campaign,
business leaders are now
more likely to be participating in guerilla warfare (Eisenhardt
2002; Friedman 2005).
85. Flexibility, speed, and innovation are, therefore, becoming the
watchwords of competi-
tion and must be incorporated into any business or IT strategy–
development process.
These conditions have dramatically elevated the business’s
attention to the
value of IT strategy (Korsten 2011; Weiss and Thorogood
2011). As a result, business
executives recognize that it was a mistake to consider
technology projects to be solely
the responsibility of IT. There is, thus, a much greater
understanding that business
executives have to take leadership in making technology
investments in ways that will
shape and/or complement business strategy. There is also
recognition at the top of most
organizations that problems with IT strategy implementation are
largely the fault of
leaders who “failed to realize that adopting … systems posed a
business—not just a
technological—challenge” and didn’t take responsibility for the
organizational and
process changes that would deliver business value (Ross and
Beath 2002).
86. Changing value models and the development of integrated,
cross-functional
systems have elevated the importance of both a corporate
strategy and a technology
strategy that crosses traditional lines of business. Many
participants remarked that their
executive teams at last understand the potential of IT to affect
the top line. “IT recently
added some new distribution channels, and our business has just
exploded,” stated
one manager. Others are finding that there is a much greater
emphasis on IT’s ability to
grow revenues, and this is being reflected in how IT budgets are
allocated and projects
prioritized. “Our executives have finally recognized that
business strategy is not only
enabled by IT, but that it can provide new business
opportunities as well,” said another
manager. This is reflected in the changing position of the CIO
in many organizations
over the past decade. “Today our CIO sits on the executive team
and takes part in all
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87. 40 SectionI • DeliveringValuewithIT
business strategy discussions because IT has credibility,” said a
group member. “Our
executives now want to work closely with IT and understand the
implications of tech-
nology decisions,” said another. “It’s not the same as it was
even five years ago.” Now
CIOs are valued for their insight into business opportunities,
their perspective across
the entire organization, and their ability to take the long view
(Korsten 2011).
However, this does not mean that organizations have become
good at developing
strategy or at effectively integrating business and IT strategies.
“There are many incon-
sistencies and problems with strategy development,” said a
participant. Organizations
have to develop new strategy-making capabilities to cope in the
future competitive
environment. This will mean changing their current top–down
88. method of developing
and implementing strategy. If there’s one thing leading
academics agree on, it’s that
future strategy development will have to become a more
dynamic and continuous pro-
cess (Casadesus and Ricart 2011; Eisenhardt 2002; Kanter 2002;
Prahalad and Krishnan
2002; Quinn 2002; Weill et al. 2002). Instead of business
strategy being a well-crafted
plan of action for the next three to five years, from which IT
can devise an appropri-
ate and supportive technology strategy, business strategy must
become more and more
evolutionary and interactive with IT. IT strategy development
must, therefore, become
more dynamic itself and focused on developing strategic
capabilities that will support a
variety of changing business objectives. In the future, managers
will not align business
strategy and IT at particular points in time but will participate
in an organic process
that will address the need to continually evolve IT and business
plans in concert with
each other (Casadesus and Ricart 2011).
89. Four CriTiCal suCCess FaCTors
Each focus group member had a different approach to
developing IT strategy, but there
was general agreement that four factors had to be in place for
strategy development to
be effective.
1. Revisit your business model. The worlds of business and IT
have traditionally
been isolated from each other, leading to misaligned and
sometimes conflicting
strategies. Although there is now a greater willingness among
business manag-
ers to understand the implications of technology in their world,
it is still IT that
must translate their ideas and concepts into business language.
“IT must absolutely
understand and focus on the business,” said a participant.
Similarly, it is essential that all managers thoroughly
understand how their
business as a whole works. Although this sounds like a truism,
almost any IT man-
ager can tell “war stories” of business managers who have very
90. different visions
of what they think their enterprise should look like. Business
models and strate-
gies are often confused with each other (Osterwalder and
Pigneur 2010). A business
model explains how the different pieces of a business fit
together. It ensures that
everyone in an organization is focused on the kind of value a
company wants to
create. Only when the business model is clear can strategies be
developed to articu-
late how a company will deliver that value in a unique way that
others cannot easily
duplicate (Osterwalder and Pigneur 2010).
2. Have strategic themes. IT strategy used to be about
individual projects. Now
it is about carefully crafted programs that focus on developing
specific business
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Chapter2 • DeliveringBusinessValuethroughITStrategy 41
91. capabilities. Each program consists of many smaller,
interrelated business and IT
initiatives cutting across several functional areas. These are
designed to be adapted,
reconfigured, accelerated, or canceled as the strategic program
evolves. Themes
give both business and IT leaders a broad yet focused topic of
interest that chal-
lenges them to move beyond current operations (Kanter 2002).
For example, one
retail company decided it wanted to be “a great place to work.”
A bank selected
mobile banking as a critical differentiator. Both firms used a
theme to engage the
imaginations of their employees and mobilize a variety of ideas
and actions around
a broad strategic direction. By grouping IT and business
programs around a few
key themes, managers find it easier to track and direct important
strategic threads
in an organization’s development and to visualize the synergies
and interdepen-
dencies involved across a variety of projects spread out across
the organization and
92. over time.
3. Get the right people involved. One of the most important
distinguishing factors
between companies that get high business value from their IT
investment and those
that don’t is that senior managers in high-performing companies
take a leadership
role in IT decision making. Abdication of this responsibility is a
recipe for disas-
ter (Ross and Beath 2002). “In the past it was very hard to get
the right people
involved,” said a focus group member. “Now it’s easier.”
Another noted, “You don’t
send a minion to an IT strategy meeting anymore; it’s just not
done.” In this type of
organization, the CIO typically meets regularly with the
president and senior busi-
ness leaders to discuss both business and IT strategies.
Getting the right people involved also means getting business
managers
and other key stakeholders involved in strategy as well. To do
this, many com-
panies have established “relationship manager” positions in IT
93. to work with and
learn about the business and bring opportunities for using
technology to the table.
Research shows that the best strategies often stem from
grassroots innovations, and
it is, therefore, critical that organizations take steps to ensure
that good ideas are
nurtured and not filtered out by different layers of management
(DeSouza 2011).
“We have two levels of strategy development in our
organization,” said a focus
group participant. “Our relationship managers work with
functional managers and
our CIO with our business unit presidents on the IT steering
committee.” This com-
pany also looks for cross-functional synergies and strategic
dependencies by hold-
ing regular meetings of IT account managers and between
account managers and
infrastructure managers.
4. Work in partnership with the business. Successful strategy
demands a true
partnership between IT and the business, not just use of the
term. Strategy decisions
94. are best made with input from both business and IT executives
(Ross and Beath
2002). The focus group agreed. “Our partnerships are key to our
success,” stated
a manager. “It’s not the same as it was a few years ago. People
now work very
closely together.” Partnership is not just a matter of “involving”
business lead-
ers in IT strategy or vice versa or “aligning” business and IT
strategies. Effective
strategizing is about continuous and dynamic synchronization of
capabilities
(Smith and McKeen 2010). “Our IT programs need
synchronizing with business
strategy—not only at a high level, but right down to the
individual projects and
the business changes that are necessary to implement them
properly,” explained
another participant.
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42 SectionI • DeliveringValuewithIT