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business
total quality management

Questions and Answers of Total Quality Management

4 Create a plan for the same organization for improving the quality of the delivery of external market information – competitive intelligence.
3 You are CIO at a European-based airline which currently uses a mix of internal application development (with a team of 100 developers) and additional specialist external contract staff. You have
2 Write an essay on e-mail management.
1 Discuss the future of information services outsourcing.
8 What are the management issues involved with offshore outsourcing for information services?
7 Explain the benefits and risks associated with information service outsourcing.
6 Summarize the different types of information service outsourcing.
5 Explain the concept of the total cost of ownership.
4 Describe the typical problems with e-mail usage by staff which need to be managed.
3 Outline approaches for protecting the information resource.
2 What types of information delivery are information services responsible for?
1 Explain the relevance of the service quality gap model to information service delivery.
2 What do you think that other organizations considering large-scale total outsourcing could learn from this case study? We are fortunate that outsourcing contracts between government organizations
1 Summarize the successes and failures of this outsourcing contract. Evaluate the reasons for the successes and failures. We are fortunate that outsourcing contracts between government organizations
2 Develop your own argument to counter the CFO’s case. You are a chief information officer (CIO) for an organization with a holding of several hundred PCs.The average age of a PC is approaching
1 Summarize the argument that the CFO is likely to use to argue for a five-year upgrade cycle. You are a chief information officer (CIO) for an organization with a holding of several hundred PCs.The
End-user information service quality requirements Purpose To review the types of information services needed by end-users and their level of quality Activity Assess the information service
■ How do we minimize total cost of ownership for information systems?
■ How do we manage end-user development?
■ How do we evaluate service levels delivered to end-users?
■ Define approaches for managing end-user computing and outsourcing.
■ Explain the concept of total cost of ownership.
■ Identify different types of information service delivery.
What is service quality
6 You have recently been appointed to the newly created position of ‘customer information quality manager’ at The Lo-cost Airline Company. Create a plan to improve information quality. Your
5 Produce a report on approaches to improve information quality for accounting information systems.
4 Write an essay on the importance of human controls on information quality.
3 Assess the extent of adoption of the information audit approach by businesses and explore reasons for your findings.
2 What approaches can organizations take to improve information quality?
1 Assess the importance of information quality to organizations.
6 Summarize approaches to improve organizational information quality.
5 Summarize approaches to improve organizational data quality.
4 Describe the work involved in an information audit.
3 Explain the purpose and different applications of an information audit.
2 What is the difference between data quality, information quality and knowledge quality?
1 Explain how the DIKAR model can be used to inform different aspects of information quality.
Purpose Explores the notion of data quality further together with approaches that can be defined my managers for improving data quality.Activity An organization has set the target of increasing from
3 Assess the possible risks associated with this approach. Deutsche Bank is one of the largest financial institutions in Europe, with assets under management worth 100 billion euros (£60 billion).
2 How have DB changed their approach to information management? How has it changed the quality of their information? Deutsche Bank is one of the largest financial institutions in Europe, with assets
1 What were the reasons for this information management initiative? Deutsche Bank is one of the largest financial institutions in Europe, with assets under management worth 100 billion euros (£60
The information collected in the audit is summarized above. Imagine you are the information auditor. Develop a five-stage summary of the information audit using the example in the Research Insight
Capabilities of a corporate performance management system Purpose Explores the need for and requirements of a performance management system.Activity Read Mini case study 10.2 ‘Jigsaws always have
For this particular case identify the characteristics or attributes of data quality, information quality and knowledge quality and explain the relationships between them.Tip As you read the case
You are a manager responsible for recruiting international students to your university. You want to use external information sources to assess the performance of your college or university in
Define information quality
■ Who is responsible for information quality?
■ What approaches should we use for managing information quality?
■ How do we highlight the importance of information quality to employees?
■ Define the purpose and process of an information audit
■ Understand the relationship between data quality, information quality and knowledge quality.
■ Assess approaches for managing information quality.
9 You have been asked to develop an organizational intranet for a company that currently only shares information using file servers. Outline the key stages in developing the information architecture
8 You have been asked to develop an information system to capture information about employee holiday entitlements. Outline the key stages in developing the information architecture for the system.
7 Compare and contrast taxonomies and thesauri.
6 Explain why usability is important to information architecture.
5 Discuss how a wireframe can aid the web design process.
4 What value does the BS7799 Standard for information security have in helping improve information security?
3 Explain the value of card sorting in the system analysis stage.
2 Discuss the difference between information flow diagrams and data flow diagrams.
1 Explain the importance of the systems analysis phase in developing information architecture.
9 Explain what a taxonomy is.
8 Define interoperability.
7 What value does XML have to information architects?
5 What does a use case diagram represent?
4 How can web designers illustrate web-site design concepts?
3 What are the key components of systems analysis?
2 Explain the purpose of a DFD.
1 List and define the first three forms of normalization.
Select two websites from large organizations (public- or private-sector). Think of a task to complete on the site or a targeted piece of information to find on the site.Using the ten heuristics
3 Identify the stages in the taxonomy development at Sainsbury’s Sainsbury’s was in the process of re-platforming its core IT systems and as part of this activity has moved from a company
2 List the benefits that a t axonomy has offered Sainsbury’s. Sainsbury’s was in the process of re-platforming its core IT systems and as part of this activity has moved from a company intranet
1 Why have Sainsbury’s chosen to use a taxonomy? Sainsbury’s was in the process of re-platforming its core IT systems and as part of this activity has moved from a company intranet to a portal.
Access the sample Intranet page for the Lo-cost Airline Company that has been added as a link to the student resources for the chapter at www.booksites.net/chaffey. Look at the page, make notes about
There is a blank wireframe below – in each box suggest:■ the navigation labels and links that need to be applied to the home page (from the list of 30 pages supplied). You do not necessarily need
3 Discuss how the roles outlined in the case study relate to the concepts introduced in this chapter.
2 Discuss the differences between a database administrator and data administrator.
1 Briefly list the core skills of a database administrator.
As the information manager at the Lo-cost Airline Company you have been given a brief to redevelop the company intranet which has been identified as having low levels of use and is not being used to
■ How can I develop information security policies?
■ How can our information systems interoperate?
■ How do we design information architecture for an intranet?
■ Which information modelling tool do I select?
■ How do I match information architecture to business processes?
■ Assess the factors contributing to an effective information architecture.
■ Understand the success factors for design of information architecture for a range of information environments.
■ Review information architecture techniques and tools.
■ Identify the parts of an information architecture strategy.
6 Produce a change management plan for introducing one of the following types of information management initiatives at a university:■ Customer relationship management system used for managing
5 Discuss how information systems are used to support different forms of incremental change and discontinuous change and the different change management issues that arise in each.
4 Assess the change management issues and approaches to accommodate them that would be required for introduction of:(a) An electronic procurement system into an organization’s purchasing
3 How should change be managed for successful implementation of different forms of knowledge management initiative?
2 Write an essay on how different types of stakeholder in a change project can be involved and managed to assist in successful completion of the change project.
1 Summarize how different models of organizational and individual responses to change can be applied to minimize problems of change management in an information-management-related change project.
8 What are the most typical problems in managing change for information management projects and how can they be minimized?
7 How can staff be motivated to encourage new behaviours and minimize resistance to change?
6 Who are the different stakeholders involved in change and how do they need to be managed?
5 Describe the typical approaches taken by a change agent to minimize problems of change on an information management project.
4 Why should organizational culture be considered when managing a change programme?
3 What are the signs of resistance to change exhibited by employees in the context of an information system implementation and how can they be countered?
2 Summarize the transition model of individuals’ reaction to change and describe approaches to counter or minimize these reactions in an information systems implementation.

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