Transcript Blue Cross - AT&T Wireless and CitiStreet: Development

Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
1- Why do more than a third of
all Web self-service customers
get frustrated and end up
calling a help center? Use the
experiences of Blue CrossBlue Shield and AT&T
Wireless to help you
answer.
Return to
Chapter 10
Return to
Cases Page
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Discussion Points Would Include:
• Poorly Designed Web Interface
– Confuses Users with Options
– Asks Questions Users Can’t
Answer
• Using Cumbersome Drop-down
Boxes
• Wording is Hard to Understand
• Requires Customers to Indicate
Network Type
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
2- What are some solutions to
the problems users may have
with Web self-service? Use the
experiences of the companies
in this case to propose several
solutions.
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Discussion Points Would Include:
• Use Focus Group End Users to
Ensure System Logic
• Redesign Web site to Send
Customers to Correct Network Site
• Budget Money/Time to Maintain
Site
• Design Flexibility for Change as
Needed
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
3- Visit the websites of Blue CrossBlue Shield and AT&T Wireless.
Investigate the details of
obtaining an individual health
plan or a new cell phone plan.
What is your appraisal of the
self-service features of
these websites? Explain
your evaluations.
Return to
Chapter 10
Return to
Cases Page
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Considerations Would Include:
• Responses Will Vary
• Apply Chapter Concepts in
Discussions
Return to
Chapter 10
Return to
Cases Page
Blue Cross - AT&T
Wireless and CitiStreet:
Development Challenges of SelfService Web Systems
Considerations Would Include:
• Responses Will Vary
• Apply Chapter Concepts in
Discussions
• Give Pros and Cons of Sites
Return to
Chapter 10
Return to
Cases Page
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
1- What are the benefits and
limitations of the key
implementation strategies that
are being used by
InterContinental Hotels?
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Associated Risks
• Partnering with End Users
• Internal Staff Completes
Application Programming
• Effective Project
Management
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
2- Do you agree with how Del
Taco is managing the
implementation of its IT
project? Why or why not?
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Outsourcing Installation of
Hardware
• Use Microsoft Corp. to Design
SQL Server Inventory Database
• Mix of Internal/External
Development Teams
• Hire the Best Project Managers
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
3- What are several change
management techniques that
could help to ensure the
successful implementation of
CRM projects? Use Cardinal
Health to illustrate your
answer.
Return to
Chapter 10
Return to
Cases Page
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Use capital review/operating
Committees
• Use CRM Software
Development Tools
• Management and Executive
Cooperation of CRM projects
Return to
Chapter 10
Return to
Cases Page
InterContinental Hotels
Del Taco and Cardinal Health:
Implementation Strategies for Upgrading
Core Business Systems
Discussion Points Would Include:
• Use capital review/operating
Committees
• Use CRM Software
Development Tools
• Management and Executive
Cooperation of CRM projects
• Prepare for Disruption
Return to
Chapter 10
Return to
Cases Page
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
1- Why do so many enterprise
information portals fail to
attract “adequate interest
among targeted users?” What
can be done to improve the
usage of portals in business?
Return to
Cases Page
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• No strategy, Lifecycle, or Change
Management
• No Strategy beyond Technical
Architecture
• Company Problems Surrounding Portal
Technology
• Critical Usability Issues Get Shortchanged
• Content Management
• Integrate Order Site to Back-end System
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
2- What is the business value
of their enterprise portal to
DuPont’s Performance
Coatings group? How could
it be improved?
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• Use Content Management to
Eliminate Obsolete Literature
• Body shops can Get Needs Via
the Portal
• Resume Service and Job
Posting
• Needed Improvements Added
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
3- What are the business
benefits of Southwire’s
enterprise portal? Describe
several ways it might be
improved.
Return to
Cases Page
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• Clean up Multiple Internal/Corporate Web
Sites
• Customer Orders up 33%, and 25% are
Electronic
• Managers Approve and Post Announcements
• Single Sign-on, Multilevel Security Access,
Customization and Personalization
• Cutting Costs Associated with Processing
Return to
Cases Page
DuPont and Southwire:
Implementing Successful
Enterprise Information Portals
Discussion Points Would Include:
• Clean up Multiple Internal/Corporate Web
Sites
• Customer Orders up 33%, and 25% are
Electronic
• Managers Approve and Post Announcements
• Single Sign-on, Multilevel Security Access,
Customization and Personalization
• Cutting Costs Associated with Processing
• Increasing Productivity
Return to
Cases Page
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
1- Are the resource acquisition
challenges faced by CIOs any
different than those faced by
other business managers in
times of tight budgets? Why
or why not?
Return to
Cases Page
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Discussion Points Would Include:
• Use of “Systems Thinking”
• Embrace Change as Opensource Systems
• Rethink Utilizing Your
Relationships with Suppliers
and Customers
• Be Creative/View Problems
as Opportunities
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
2- What are the business
benefits and limitations of
Rick Dalzell’s IT resource
acquisition strategies for
Amazon?
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Benefits and Limitations Include:
• Reduce Percent of Sales Generated
that is Spent on IT costs
• Hidden costs resulting from the use
of open-source savings
• Improve Your Relationships with
Customers and Suppliers
• Austerity Forces Company to
Become Creative in Resolving IT
Upgrade
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
3- Are Dalzell’s strategies
applicable to small as
well as large businesses?
Explain your answer.
Return to
Cases Page
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Discussion Points Include:
• IT Staffing Size Limits Smaller
Business Alternatives
• IT Budgets in Smaller Businesses
Are Restrictive
• Strategies are Applicable
Regarding Size of Business
Return to
Cases Page
Wyndham International and
Amazon.com: Cost-Effective IT
Resource Acquisition Strategies
Discussion Points Include:
• IT Staffing Size Limits Smaller
Business Alternatives
• IT Budgets in Smaller Businesses
Are Restrictive
• Strategies are Applicable
Regarding Size of Business
• Smaller Business are More
Creative than Larger Business in
Finding IT Solutions
Return to
Cases Page