Business Management Notebook

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Management 221 Introduction to Information Systems
Business Management Notebook


Table of Contents
The Critical Importance of IT Processes………………………………………………….3 Medicine through Videoconferencing…………………………………………………….6 The Secret to CRM Is in the Data…………………………………………………………9 Going Global All Languages at a Time……………………………………………………12 Retiring CIOs and the Need for Succession Planning……………………………………..15 References…………………………………………………………………………………18

Module I: The Critical Importance of IT Processes
1) Eric Brinker of JetBlue noted that the database developed during the crisis had not been needed before because the company had never experienced a meltdown. What are the risks and benefits associated with this approach to IT planning? Provide some examples of each.

With JetBlue, the risks associated with not having proper planning in case of such a meltdown proved to be catastrophic. Several things happened that resulted in JetBlue cancelling 1,000 flights. They had a reservation system and were sending people to airports to help, but the people were not trained on the computer systems. There was no way to cross reference where the computer said the people were, and where they actually were. This all resulted in poor planning and cost the company 1,000 flights. There always has to be a system in place to prepare for when a system crashes or does not function properly. Not having a “what if” plan in place is not a good approach to IT planning no matter how you look at it. The risks can be catastrophic, and I do not see any benefits to this approach. 2) With hindsight, we now know that the decision made by Eric Raffin of the VA not to fail over to the Denver site was the correct one. However, it involved failing to follow established backup procedures. With the information he had at the time, what other alternatives could he have considered? Develop at least two of them.

One thing he could have done is backtracking all of the recent changes. Since the proper procedure for documenting a change request was not followed, this would not have worked. The only thing to do would have been to start questioning each of the people in the departments for recent changes that have been made to try to track it that way to reverse the changes to restore the system. Another thing they could have considered is trying to have the records faxed or emailed in files to try to alleviate the problem at hand. This would have been a short term solution until the system was restored. The malfunction and choice to not fail-over was obviously the right decision. 3) A small, undocumented change resulted in the collapse of the VA system, largely because of the high interrelationship between its applications. What is the positive side of this high degree of interconnection, and how does this benefit patients? Provide examples from the case to justify your answer. With the VA clinic, they have the Vista which is their system for maintaining electronic health records as well as the CPRS which “is a suite of clinical applications that provides an across-the-board view of each veteran’s health records” (Marakas, 2010). It is in real time, and has alerts to notify the clinicians of major occurrences, as well as a reminder system. This allows people with chronic problems to be assessed quickly for their medications or treatments, as well as provide warnings for certain events that may affect their treatment. Real World Activity:

1) Go online and search for reports on the aftermath of these two incidents. What consequences, financial and otherwise, did the two organizations face? What changes, if any, were implemented as a result of these problems? Prepare a report and present your findings to the class.

This cost JetBlue a lot of money not only with the cancellations, but with the changes and retributions that were given, as well as the new policies and procedures. The company plans to spend 20-30 million dollars on...
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