This book presents a socio-technical view of strategic information systems issues such as enterprise systems implementation and management, knowledge management, customer relationship management, and e-government initiatives. It contains eight case studies documenting experiences of utilizing enterprise systems and e-government initiatives in organizations and government agencies from Asia-Pacific countries such as Australia, India, Singapore, and South Korea.
The book provides regional (Asia-Pacific) coverage highlighting empirical case studies — involving both private and public organizations — of strategic information systems practices covering both the developed and developing economies. These in-depth, well-written case materials will be helpful to organizations and government agencies planning to implement enterprise systems and e-government initiatives. These cases can also be beneficial to classroom teaching and discussions.
Author(s): Pan Shan Ling
Series: Series on Innovation and Knowledge Management, Vol. 1
Publisher: World Scientific Publishing Company
Year: 2004
Language: English
Commentary: 54748
Pages: 179
Contents......Page 6
Foreword by Robert Galliers......Page 8
Foreword by Lai Kim Fatt......Page 10
Preface......Page 12
Acknowledgements......Page 14
List of Contributors......Page 16
Company Background......Page 20
The History......Page 21
Knowledge Management at Infosys Technologies......Page 22
Early Strategies — The Body of Knowledge (BoK) Documents......Page 23
The Web-based BoK System and the Process Assets System......Page 24
Drivers of Formal KM......Page 25
Planning for KM — The Knowledge Management Maturity (KMM) Model......Page 26
Knowledge Management Systems (KMS): Kshop......Page 27
KM Related Rewards Program......Page 30
Drawing Benefits from Organization-wide KM — An Evolving Process......Page 31
Organization-wide KM — The Challenges......Page 34
Coping with the Challenges of Implementing a KM Strategy......Page 36
Concluding Remarks......Page 37
Motivations and Case Objectives......Page 38
Teaching Suggestions......Page 39
Company Background......Page 40
Knowledge Management in NCS: An Overview......Page 41
The Provision of IT Services and Solutions......Page 45
Knowledge XPress — The Development of an Organizational KMS......Page 48
Rolling Out and Refining Knowledge XPress......Page 49
Toward a Social and Technical Approach......Page 52
Communities of Practice......Page 53
Concluding Remarks......Page 59
Motivations and Case Objectives......Page 61
Teaching Suggestions......Page 62
Company Background......Page 64
Maintenance Department and Management......Page 65
Maintenance Activities from CA’s Clients and IT Staff: Process......Page 69
Managing Support Package: Process......Page 72
Upgrade: An Overview......Page 73
Managing Upgrade: Business Case and the Project......Page 74
Concluding Remarks......Page 76
Motivations and Objectives......Page 77
Teaching Suggestions......Page 78
SAP Implementation Background in UNI......Page 80
The SAP Time Management (TM) Module......Page 82
Business Blueprint Phase......Page 85
Final Preparation Phase......Page 87
Stakeholder Descriptions: Project Management Team......Page 88
Steering Committee......Page 89
Project Managers......Page 91
User Lead......Page 93
Human Resources Department Users (HRD Users)......Page 94
Human Resources Department IT Officer (HRD-IT)......Page 96
SAP Lead Consultant (SAP-LC)......Page 97
Development Team......Page 98
Policy Makers......Page 99
University Staff......Page 100
Teaching Notes......Page 102
Classroom Management......Page 103
Background......Page 106
The General Environment for Change......Page 107
The Beginning of Change......Page 108
The Partners......Page 112
The System......Page 115
The Publicity......Page 116
The Launch......Page 117
Concluding Remarks......Page 118
Motivations and Case Objectives......Page 120
Teaching Suggestions......Page 121
Background......Page 122
The National I.T. Literacy Program......Page 125
Knowledge Collaboration in Strategic Partnerships......Page 126
Barriers in Knowledge Sharing within E-government Initiatives......Page 129
Resolving Barriers in Knowledge Sharing......Page 132
Concluding Remarks......Page 134
Teaching Notes......Page 135
Motivation and Case Objectives......Page 136
Methodology......Page 137
Organizational Background......Page 138
Rationale behind the Initiation of the e-Government Project at the SCRO......Page 141
Strategic Directions......Page 142
Project Structure......Page 143
Initial Effects of Implementation......Page 145
Challenges Faced by the SCRO during Implementation......Page 146
For the Correction and Investigation Division......Page 150
Beyond the SCRO......Page 151
For the Public......Page 152
Concluding Remarks......Page 153
Abstract......Page 154
Motivations and Case Objectives......Page 155
Teaching Suggestions......Page 156
Background......Page 158
Evolution of the e-Filing System......Page 162
Phase I: Digitizing Taxpayers’ Information......Page 163
Phase II: Automating Organizational Business Processes......Page 165
Phase III: Developing the Phone-filing System......Page 169
Phase IV: Designing the e-filing System......Page 170
Phase V: Maintaining and Improving the e-filing System......Page 172
Phase VI: Extending e-filing services......Page 174
Concluding Remarks......Page 176
Teaching Notes......Page 177
Methodology......Page 178
