1. As the Business Environment Changes... Introduction Your IT systems will not take care of themselves - they must be managed. The MANAGEMENT OF AN IT SYSTEM means providing an environment of stability without stagnation and change without chaos for information, information technology, and knowledge workers. 10-2

2. ACCESS TO THE RIGHT INFORMATION at the Right Time in the Right Form Managing Information10-7 l Information must not only be the information that you want, it must also be accurate and consistent. l For example, a textbook with no price, the wrong price, or two different prices impedes the purchasing process. l Information must be available when you need it. l For example, you need to know the answers to an exam while you’re taking the exam, not a week later. l Information must be presented in a way that is understandable and useful. l For example, if you can’t read Japanese, a textbook in Japanese will not help you much.

3. PRIVACY OF INFORMATION Managing Information10-15 deals with the protection of personal information about employees, clients, or other individuals. The Supreme Court has defined privacy as the right to be let alone.

4. Privacy Conflict Between Employer and Employee Refers to... Managing Information10-16 l What can employers find out? See page 396. the employee’s right to privacy versus the company’s need to have information on its employees.

5. Employers Need Information on Employees to... Managing Information10-17 l Hire the best possible employees l Protect themselves from liability l Satisfy legislative demands

6. Privacy Conflict Between Business and Customers Refers to... l What can businesses find out? See page 397. Managing Information10-18 the customer’s right to privacy versus the company’s need to know about the customer in order to provide the customer’s moment of value.

7. Businesses Need Information on Customers to... Managing Information10-19 l Identify potential customers and tailor goods and services to their preferences. l Provide perfect service to customers.

8. INTEROPERABILITY Managing IT10-22 l The phone system has interoperability - you can connect any modem or answering machine to any phone line. also called standardization, means that IT equipment and software components are compatible.

9. ERGONOMICS Managing IT10-24 is the study of how to design and arrange your workplace so that you can achieve maximum productivity and reduce discomfort and adverse health effects.

10. REPETITIVE STRAIN INJURY (RSI) Managing IT10-25 l RSI is the leading cause of injury, productivity loss, and financial strain on small businesses. l How do you avoid RSI? See page 402. l How much does RSI cost business? See page 402. also referred to as cumulative trauma disorder (CTD), is characterized by headache, neckache, eyestrain, wrist pain, fatigue, and stress caused by repetitive actions.

11. MANAGING KNOWLEDGE WORKERS Managing Knowledge Workers10-27 l Telecommuting l Cultural Diversity l Ethics How important are knowledge workers to your business? See page 406.

12. The “WHY” of Telecommuting Managing Knowledge Workers10-29 l Increased productivity l Reduced costs l Retention of employees Telecommuting should be introduced for business reasons, such as...

13. The “WHAT” of Telecommuting Managing Knowledge Workers10-30 The best kind of jobs for telecommuting are those for which output is relatively self-contained such as the work of accountants, insurance claims processors, software developers, or sales representatives.

14. The “WHO” of Telecommuting Managing Knowledge Workers10-31 l Can produce results independently l Are self-starters l Can manage time well l Can balance work and home life The best candidates for telecommuting are knowledge workers who...

15. The “HOW” of Telecommuting Managing Knowledge Workers10-32 l Trust on the part of the supervisor l Accountability on the part of the employee l Clear policies on what is expected l Explicit assignment of costs l IT resources for the telecommuters A successful telecommuting program requires...

16. The “WHERE” of Telecommuting Managing Knowledge Workers10-33 l HOTELING - knowledge workers reserve space in advance. l MOTELING - space is allocated on a first- come-first-served basis. Two arrangements of central office space are possible for telecommuters.

17. CULTURAL DIVERSITY Managing Knowledge Workers10-34 is the difference in behavior and attitude between people from different cultures. Why worry about cultural diversity? See page 412.

18. ETHICS Managing Knowledge Workers10-37 are the sets of principles or standards that help guide behavior, actions, and choices. How can information be misused? See pages 414-416.