CASE STUDY 2: BYOD: Business Opportunity or Big Headache?Just about everyone who has a smartphone wants to be able to bring it to work and use it onthe job. And why not? Employees using their own smartphones would allow companies toenjoy all the same benefits of a mobile workforce without spending their own money topurchase these devices. Smaller companies are able to go mobile without making largeinvestments in devices and mobile services. According to Gartner, Inc., by 2017, 50 percent ofemployers will require employees to supply their own mobile devices for the workplace. BYODis becoming the new normal.But ... wait a minute. Half of all enterprises believe that BYOD represents a growing problem fortheir organizations, according to a number of studies. Although BYOD can improve employeejob satisfaction and productivity, it also can cause a number of problems if not managedproperly. Support for personally owned devices is more difficult than it is for company-supplieddevices, the cost of managing mobile devices can increase, and protecting corporate data andnetworks becomes more difficult. Research conducted by the Aberdeen Group found that onaverage, an enterprise with 1,000 mobile devices spends an extra $170,000 per year when itallows BYOD. So its not that simple.BYOD requires a significant portion of corporate IT resources dedicated to managing andmaintaining a large number of devices within the organization. In the past, companies tried tolimit business smartphone use to a single platform. This made it easier to keep track of eachmobile device and to roll out software upgrades or fixes because all employees were using thesame devices or, at the very least, the same operating system.Today, the mobile digital landscape is much more complicated, with a variety of devices andoperating systems on the market that do not have well-developed tools for administration andsecurity. Android has 80 percent of the worldwide smartphone market, but it is more difficult touse for corporate work than Apple mobile devices using the iOS operating system. IOS isconsidered a closed system and runs only on a limited number of different Apple mobiledevices. In contrast, Androids fragmentation makes it more difficult and costly for corporate ITto manage. There are about 25,000 different models of Android-based devices available aroundthe world, according to a report by OpenSignal, which researches wireless networks and4LSBU School of Engineering CSI_5_ISM Coursework 1Information Systems Management CSI_5_ISMCoursework 2 Case Study 2Marked 100% (weighed 35)Report: 1,000 word PDF documentSubmission deadline: Wednesday 06 January 2021 by 5pm (Week 13) Only submit one PDF file for CW2. Your single report submission must contain answers tocase study 1 and 2.

devices. Androids huge consumer market share attracts many hackers. Android is alsovulnerable because it has an open source architecture and comes in multiple versions.If employees are allowed to work with more than one type of mobile device and operatingsystem, companies need an effective way to keep track of all the devices employees are using.To access company information, the companys networks must be configured to receiveconnections from that device. When employees make changes to their personal phone, such asswitching cellular carriers, changing their phone number, or buying a new mobile devicealtogether, companies will need to quickly and flexibly ensure that their employees are still ableto remain productive. Firms need a system that keeps track of which devices employees areusing, where the device is located, whether it is being used, and what software it is equippedwith. For unprepared companies, keeping track of who gets access to what data could be anightmare.With the large variety of phones and operating systems available, providing adequate technicalsupport for every employee could be difficult. When employees are not able to access criticaldata or encounter other problems with their mobile devices, they will need assistance from theinformation systems department. Companies that rely on desktop computers tend to havemany of the same computers with the same specs and operating systems, making techsupport that much easier. Mobility introduces a new layer of variety and complexity to techsupport that companies need to be prepared to handle.There are significant concerns with securing company information accessed with mobiledevices. If a device is stolen or compromised, companies need ways to ensure that sensitive orconfidential information isnt freely available to anyone. Mobility puts assets and data at greaterrisk than if they were only located within company walls and on company machines. MarbleSecurity Labs analyzed 1.2 million Android and iOS apps and found that the consumer apps onmobile devices did not adequately protect business information. Companies often usetechnologies that allow them to wipe data from devices remotely or encrypt data so that if thedevice is stolen, it cannot be used.Management at Michelin North America believes BYOD will make the business more flexibleand productive. Initially, all 4,000 mobile devices used by the company were company-ownedand obsolete, with a large number of traditional cell phones that could only be used for voicetransmission and messaging. Only 90 employees were allowed access to email on mobiledevices, and fewer than 400 were allowed access to calendars on these devices. Service costswere high, and the business received little value from its mobility program. Management hadidentified significant business benefits from increasing mobility in sales, customer support, andoperations.In mid-2011, the company created a team composed of executives and representatives from theIT, human resources, finance, and legal departments as well as the business units to share inthe development, rollout, and management of a new mobile strategy for corporate-owned and5LSBU School of Engineering CSI_5_ISM Coursework 1

personal mobile devices. The team decided to transition the mobility business model fromcorporate-owned to personal-liable.According to Gartner, Inc. consultants, about half of organizations with a formal BYOD programcompensate their employees for the amount of time they use their personal devices on theirjobs using stipends, reimbursements, or allowances. Handling employee reimbursement forusing personal devices for corporate purposes has proved to be one of the most problematicaspects of BYOD mobile programs. Although most companies use expense reports or payrollstipends to reimburse employees for BYOD, these methods have drawbacks. Expense reportsare an administrative burden for both the employee and the employer, and payroll stipends canhave tax consequences for both as well.For some companies, the best option is to make direct payments to wireless carriers toreimburse employees for the expense they incur when they use their own wireless devices forcompany business. The employer provides funds to the wireless carrier, which then applies acredit to the employees account. When the employees bill arrives, the employee pays theamount owed less the credit amount that was funded by the employer.Michelin opted for a managed service from Cass Information Systems that enables thecompany to make payments directly to wireless carriers. Cass Information Systems is a leadingprovider of transportation , utility , waste , and telecom expense management and relatedbusiness intelligence services. A single employee portal handles enrollment of corporate andBYOD devices and provides tracking and reporting of all ongoing mobile and related inventoryand expenses. The portal can automatically register employees, verify user eligibility, ensurepolicy acknowledgment, and distribute credits directly to employees wireless accounts for theamount of service they used for their jobs.Since implementing its version of BYOD, Michelin North America increased the number ofmobile enabled employees to 7,000. Employee efficiency, productivity, and satisfaction haveimproved from updating the mobile technology and functionality available to employees andgiving them choices in mobile devices and wireless carrier plans, The program is cost-neutral.Michelin has obtained new vendor discounts across all wireless vendors in the United Statesand Canada and has reduced the cost of deploying each mobile device by more than 30percent.Iftekhar Khan, IT director at Torontos Chelsea Hotel, remains less sanguine. He believes BYODmight work for his company down the road but not in the immediate future. Khan notes thatthe hospitality industry and many others still want employees to use corporate-owned devicesfor any laptop, tablet, or smartphone requiring access to the corporate network. His businesshas sensitive information and needs that level of control. Although the hotel might possiblysave money with BYOD, its ultimately all about productivity.Management at Rosendin Electric, a Silicon Valley electrical contractor, worried that BYODwould become a big headache. Rosendin has thousands of employees and deploys hundreds of6LSBU School of Engineering CSI_5_ISM Coursework 1

smartphones, more than 400 iPads, and a few Microsoft Surface tablets. These mobile deviceshave greatly enhanced the companys productivity by enabling employees to order equipmentand supplies on the spot at a job site or check on-site to see whether ordered items havearrived. However, CIO Sam Lamonica does not believe BYOD would work for this company. Heworries employees would be too careless using apps, cloud, and technology devices. (An ArubaNetworks study of 11,500 workers in 23 countries found that 60 percent share their work andpersonal devices with others regularly, nearly 20 percent dont have passwords on devices, and31 percent have lost data due to misuse of a mobile device.)Lamonica feels more confident about equipping employees with company-owned devicesbecause they can be more easily managed and secured. Rosendin uses MobileIron mobiledevice management (MDM) software for its smartphones and tablets. If a device is lost or stolen,the MDM software is able to wipe the devices remotely. Because MobileIron allows Rosendin toseparate and isolate business apps and data from personal apps and data, the company allowsemployees to use certain consumer apps and store personal photos on company ownedtablets. Rosendin has found that employees of companies that are able to personalize companyowned iPads are more likely to treat them as prized possessions, and this has helped lower thenumber of devices that become broken or lost. The company has the right to wipe the devicesif they are lost.Rosendins mobile security is not iron-clad. An employee might be able to put company data inhis or her personal Dropbox account instead of the company-authorized Box account. However,MobileIron is able to encrypt data before it gets into a Dropbox account, and this lowers the risk.With company-owned and managed devices, Rosendin still benefits from volume discountsfrom wireless carriers and does not have to do the extra work involved in reimbursingemployees when they use their own devices for work.

Compare the BYOD experiences of Michelin North America and Rosendin Electric. Whydid BYOD at Michelin work so well? (300 words)