IS3237 iServices for Bus. Org.

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IS3237 iServices for Bus. Org. by Mind Map: IS3237 iServices for Bus. Org.

1. Lec1 Intro

1.1. Course Admin

1.1.1. Course Aims

1.1.2. CILOs

1.1.3. Course Outline

1.1.4. Course Assessment

1.2. Overview

1.2.1. Syllabus

1.2.2. iServices Foundations

1.2.3. Service Definitions

1.3. Introduction

1.3.1. iServices Goals

1.3.2. iServices Discipline

1.3.3. iServices Factors

1.3.4. iServices Design Case Study - iPad User experience

1.3.5. Video - Data & Information Visualization

1.4. Apps Account Creation

1.4.1. Gmail

1.4.2. Hotmail

1.4.3. mindmeister

1.4.4. Facebook

2. Lec2 iServices & Bus. Org.

2.1. Types of Business

2.1.1. Profit & Lost

2.1.2. Sole proprietorship Owner is liable Low cost of license

2.1.3. Partnership Owners are liable

2.1.4. Corporation Organization, enterprise or business Profit or Nonprofit Legal entity Shareholder Limited liability

2.2. Internal Operations of a Corporation

2.2.1. Accounting Bookkeeping actual recording of business transactions Financial accounting financial reports Managerial accounting analyzing business operations for internal decision making

2.2.2. Finance strategic financial issues how to raise or spend its capital merge or acquire IRR, ROI, Cash flow, Break-even analysis observing applicable laws and social responsibilities

2.2.3. Human Resources policy, plans and procedures Employee recruitment, selection, training and development, appraisals, evaluations and rewards, communications

2.2.4. Sales selling service and increase customer sales and company revenues

2.2.5. Marketing increase market share Ways: Product, Price, Place, Promotion marketing communication build service awareness and to educate consumers marketing mix control variables

2.2.6. Service Life cycle Introduction, growth, maturity, decline

2.2.7. Operations/Production

2.2.8. Information Services' Impact Sales and Marketing Operations and Logistics Accounting and finance Human resources

2.3. iServices Basic

2.3.1. Data, information, BI

2.3.2. Resources

2.3.3. Cultures information-functional exercising influence or power over others information-sharing trust each other to use info information-inquiring search across dept. for info to better understand information-discovery open to new insights about crisis and radical changes across dept.

2.4. Weekly iApps

2.4.1. Google Doc-Form, PowerPoint

2.4.2. Micorsoft OneNote

3. Lec3 Human & IT

3.1. Roles & responsibilities

3.1.1. C Information O oversees all uses of IT and ensures the strategic alignment of IT with business goals and objectives functions as project manager, leader, communicator

3.1.2. C Technology O ensuring the throughput, speed, accuracy, availability and reliability of IT

3.1.3. C Security O ensuring the security of IT systems

3.1.4. C Privacy O ensuring the ethical and legal use of information

3.1.5. C Knowledge O collecting, maintaining and distributing the org. knowledge

3.2. Gap between Bus. people & IT people

3.2.1. Improving Communication

3.3. PACT service design framework

3.3.1. People Physical, Psychological, Usage differences

3.3.2. Activities Temporal, co-operation, safety, content establish requirements for technology

3.3.3. Contexts Physical, social, organizational environment

3.3.4. Technologies Hardware, software

3.4. Doing PACT analysis

3.4.1. Brainstorming

3.4.2. Envisioning ideas

3.4.3. Work with relevant people

3.4.4. Write up scenarios conceptual, concrete Personas/ prototypical user

3.4.5. In-class exercise: PACT analysis on Facebook

3.5. Tutorial: Personal Productivity Using iServices

3.5.1. Good file management Individual information management When What How Naive New innovations Discussion Questions Tips Use My Documents Limit file name length Archive completed work Use shortcuts Use abbreviations Use thumbnails Do not save unnecessary files Use My Recent Documents

3.5.2. Professional emails

3.6. Weekly iApps

3.6.1. Google Shared Calendar

3.6.2. Outlook 2010 mails grouped by conservation

4. Lec4 Service Nature

4.1. Service Definitions

4.2. Services Characteristics

4.2.1. Simultaneity opportunities for personal selling, interaction creates customer perceptions of quality

4.2.2. Perishability cannot inventory, opportunity loss of idle capacity, need to match supply with demand

4.2.3. Intangibility creative advertising, no patent protection, importance of reputation

4.2.4. Heterogeneity customer involvement in delivery process results in variability

4.2.5. Customer Participation in the Service Process attention to facility design, opportunities for co-production, concern for customer and employee behavior

4.2.6. In class exercise: Google Services characteristics

4.3. Service Package

4.3.1. Supporting Facility The physical resources that must be in place before a service can be sold

4.3.2. Facilitating Goods The material consumed by the buyer or items provided by the consumer

4.3.3. Information Operations data or information that is provided by the customer to enable efficient and customized service

4.3.4. Explicit Services Benefits readily observable by the senses. The essential or intrinsic (must have) features

4.3.5. Implicit Services Psychological benefits or extrinsic (extra) features which the consumer may sense only vaguely (unclearly)

4.4. Service-Product Bundle

4.4.1. Business,Core, Peripheral Goods, Peripheral Service, Variant

4.5. Strategic iService Vision

4.5.1. Target Market Segments

4.5.2. iService Concept

4.5.3. Operating Strategy

4.5.4. Service Delivery System

4.5.5. In class exercise: Compare 2 Strategic iServices' Visions

4.6. Competitive

4.6.1. Competitive Environment Relatively Low Overall Entry Barriers Economies of Scale Limited High Transportation Costs Erratic Sales Fluctuations No Power Dealing with Buyers or Suppliers Product Substiutions for Services High Customer Loyalty Exit Barriers

4.6.2. Competitive iService Strategies Overall Cost Leadership Differentitation Focus

4.6.3. Competitive Role of Information Online, off-line, External, Internal Use Using information to Categorize Customers Coding Routing Targeting Sharing

4.6.4. Discussion Questions

4.6.5. Customer Criteria for Selecting Availability,Convenience, Dependability, Personalization, Price, Quality, Reputation, Safety, Speed

4.6.6. Winning Customers in the Marketplace Service Qualifier To be taken seriously a certain level must be attained on the competitive dimension, as defined by other market players Service Winner The competitive dimension used to make the final choice among competitors Service Loser Failure to deliver at or above the expected level for a competitive dimension In class exercise: Google Docs vs Microsoft Live Office

5. Lec5 Storage Management & Database

5.1. Types of Decisions you face

5.1.1. Structed

5.1.2. Unstructured

5.1.3. Recurring

5.1.4. Nonrecurring

5.2. Data Warehouse

5.2.1. Transactional Information

5.2.2. Analytical information

5.3. Database Management Systems

5.3.1. Relational Database Model

5.3.2. Data management Components

5.3.3. Database Caharacteristics Collection of information Direct or Indirection interaction Created with logical structure data dictionary Include logical ties within the information Primary & Foreign key 1 - Many relationships Include built-in integrity constraints Checkings and cascade ops

5.3.4. Tutorial: MS ACCESS 2010 - Create Form and Report

5.3.5. Discussion Questions on Database

5.4. Electronic Data Interchange (EDI)

5.5. Weekly iApps

5.5.1. Blogger

5.5.2. Micro Blogs Sina Twitter

6. Lec6 Prototyping

6.1. Types of prototypes

6.1.1. Throw-away rapid and cheap

6.1.2. Incremental built as separate components, one by one

6.1.3. Evolutionary prototype altered to incorporate design changes and becomes the final product

6.2. Designing & Prototyping

6.2.1. Fidelity Low Verbal or Paper mock-up Story Board Medium Interactive High Functional prototypes

7. Lec7 Usability - Design Principles

7.1. Design Principles

7.1.1. Learnable Visibility easy to recognize and recall Consistency features consistent within similar services and standard Familiarity user familiar with the language and symbols used Affordance it is clear what they are for

7.1.2. Effective Navigation enable people to move around the system Control clear that who or what is in control Feedback timely feedback Recovery recovery form actions, mistakes and errors Constraints prevent user making mistake or doing inappropriate operations

7.1.3. Accommodating Flexibility multiple ways of doing the same operation Style stylish and attractive Conviviality polite, friendly and generally pleasant

7.2. Web-based service usability

7.2.1. Content Design F-pattern Golden Triangle Don't

7.2.2. Navigation Design Site ID Logo Breadcrumbs Tabs

7.2.3. Search

7.2.4. Forms

7.2.5. Usability Poisons

7.3. Tutorial exercise: Websites usability comparison

8. Lec10 Evaluation & iService Quality

8.1. Design & Implementation Evaluation

8.1.1. Functional VS Non-Functional Requirements Must do Must Have (Quality)

8.1.2. MoSCow Rules Must Have Should Have Could Have Would like to have but won't have

8.1.3. Interviews Stories Scenarios Prototyping Historical questions Technology expericence & knowledge questions

8.1.4. Heuristic Evaluation Expert Analytic type Steps Severity rating 10 Heuristics List

8.1.5. Claims Analysis Pros Cons

8.2. iService Quality

8.2.1. Customer Satisfaction = Expected - Preceived

8.2.2. SERVQUAOL 5 Dimensions

8.2.3. E-S-QUAL 4 Dimensions Efficiency Fulfillment System availability Privacy

9. Lec11 Mobile iServices

9.1. Weekly iServices

9.1.1. Wiki

9.1.2. Demo-Qwiki

9.1.3. Internet Forum

9.2. Computing and Internet Trend

9.3. Mobile Platforms

9.3.1. iPhone OS

9.3.2. Android

9.3.3. Windows Phone 7

9.4. Mobile iServices

9.4.1. Mobile Apps Showcase Games Entertainment Location-based services Transparent Pricing Deep Discounts Immediate Gratification Mobile Coupons Branded mobile Apps Push Notification Social Rewards program

9.4.2. Localized Mobile Apps

9.4.3. Global Mobile Apps

9.4.4. Features

9.4.5. Connectivity

9.4.6. Design considerations

10. Lec12 Marketing, Privacy, Ethics, Security

10.1. Facebook marketing

10.1.1. Trend in HK

10.1.2. Benefits

10.1.3. Performance

10.1.4. What Can You Do on FB? Social Ads Tergeting Group Page Applications Games Quiz Social Plug-ins Activity Feed Comments Like Button Like Box Login Button Recommendations Landing Tab Online Shop Sweeptakes Photo Competition Virtual Gifts

10.2. Privacy

10.2.1. Case 1. Facebook

10.2.2. 2. QQ

10.2.3. 3. Octopus

10.2.4. Limits in the Use of Information Invasion of Privacy

10.3. Business Ethics

10.3.1. 5 Core Values Honestly/Integrity Responsibility Fairness Respect Compassion/Kindness

10.3.2. Ethical Issues in Marketing

10.3.3. 10 steps to improve Standards

10.3.4. 4 steps Pyramid of Corporate Social REsponsibility

10.4. Information Security

10.4.1. Internet Threats Cloud Computing Security Spam & Zombies Zombies on mobile Stopping Spam Malware When is it safe to click on "install updates" pop-ups? Anti-virus Preventing Phising Creating Strong Passwords Backup and Recovery Strategies Firewall