People and Information Tech. Chapter 18

1
People and Information Tech.Chapter 18

• What issues does the chapter discuss?
• Why are these issues important?
• What can we do to deal with the issues
  appropriately?

2
People and Information Technology

• The issues
• The work environment
• Companies need to compete in new ways
• Companies need to leverage knowledge
• People need to work electronically
• People need to absorb continuous and
  discontinuous change

3
People and Information Technology

• The issues
  (contd..)
• Organizing principles
• Focus on process rather than function
• Workers to self organize
• Work communities instead of work groups
• Virtual instead of physical

4
People and Information Technology

• The issues
  (contd..)
• Learning organizations
• Think system
• Focus on personal mastery
• Mental models
• Vision sharing
• Team learning

5
People and Information Technology

• The issues
  (contd..)
• New Work
• What does the job represent?
• The role of IT workers
• The role of IT maintenance
• Self-managing groups
• Conclusion

6
People and Information Technology

• Work environment and goals
• To compete a company has to
• Leverage knowledge
• Organize for complexity
• Work electronically
• Handle change

7
People and Information Technology

• Leveraging knowledge - How to do this?
• Tacit knowledge
• Motivate workers to share tacit knowledge
• People work in groups and in this way share their
  knowledge
• Increase personnel motivation
• Hold into people rather than lay off - this
  motivates knowledge sharing

8
People and Information Technology

• Electronic Work
• Use chip-based and broadband-based technologies
• E-Commerce
• Business-to-business
• Business-to-customer
• E-Commerce websites
• E-Commerce advantages and disadvantages
• What works on E-Commerce - What does not?

9
People and Information Technology

• Electronic Work
  (contd..)
• Deciding on E-Commerce applications
• Business model and web presence
• Channel conflict
• What make an E-Commerce application different
• Reneging by customers
• Customer service

10
People and Information Technology

• Electronic Work
  (contd..)
• Customer service
• Length of development time
• Cost of development
• Work environment

11
People and Information Technology

• E-Commerce
• E-Commerce creates customer expectation
• Brick Mortar versus Hybrid versus Pure
• Winners - unique solutions
• E-Commerce - power shifts to consumer
• E-Commerce phases -
• Tactical
• Transactions - legacy systems
• Transformation - Organization and tranformation

12
People and Information Technology

• E-Commerce
  (contd..)
• Case Study - Enterprise Car Rental
• Success keys
• Test to prove consumer interest
• Find a company champion
• Involve IT, Marketing, Operations, Reservations,
  Customer Service
• Strong and clear and continuous communication

13
People and Information Technology

• E-Commerce
  (contd..)
• Customer Commitment
• Simple - make online easy
• Service - superior onsite service
• Response - be responsive through IT
• Improve - Customers to tell improvements
• Express Script Case
• Phase I - 100 billion market size cover the
  company leverage current competencies channel
  conflicts

14
People and Information Technology

• E-Commerce
  (contd..)
• Express Script Case
• Phase II - Internet consultants retained consumer
  focus groups
• Brick/Mortar E-Commerce
• Narrow selection Wide Selection
• Store hours 24/7
• Access - limited Access - broad
• Privacy Privacy
• Information Much information

15
People and Information Technology

• What are the advantages?
• Convenience
• Privacy
• Value and Savings
• Better health through self-management
• Trusted expert
• Knowledge about drug interactions

16
People and Information Technology

• Phase III
• Obtain capital
• Obtain talent - strong management team with track
  record
• Who is threatened?
• IPO
• Equity to get talent

17
People and Information Technology

• Phase IV
• Risk versus reward equation
• Need to work fast

18
People and Information Technology

• What is E-Commerce?
• A way to exchange goods, services, information,
  and knowledge by using network technologies
• E-Commerce Objectives
• Revenue enhancement
• Direct and Channel cost reduction
• Improve productivity of partner
• Enhance brand recognition
• Create communities

19
People and Information Technology

• E-Commerce Model
• Supply chain
• Business-to-business
• Procurement
• Customer care
• Employ self service
• Auctions
• Payment - do away with checks
• Collaboration
• Which model fits the business?

20
People and Information Technology

• Self-Organization workers
• Colruyt case
• Communities versus groups
• Group membership is designed
• Communities are self selected
• Virtual organization
• Time and space dimensions cease to exist

21
People and Information Technology

• Organizational learning
• System thinking
• Personal knowledge
• Mental models
• Shared visions
• Team learning
• Colruyt Case - How to realize above

22
People and Information Technology

• Analyst - Feels no need for interaction
• Maintenance jobs
• STS method
• How does group work
• How does the work get done - technology
• How do we support technical and social work