Management Information Systems 10th Edition Obrien Solutions Manual
Management Information Systems 10th Edition Obrien Solutions Manual
CHAPTER OVERVIEW
Chapter 6: Telecommunications and Networks presents an overview of the Internet and other telecommunication
networks, business applications, and trends and reviews technical telecommunications alternatives.
LEARNING OBJECTIVES
After reading and studying this chapter, you should be able to:
3. Identify several major developments and trends in the industries, technologies, and business applications of
telecommunications and Internet technologies.
4. Provide examples of the business value of Internet, intranet, and extranet applications.
5. Identify the basic components, functions, and types of telecommunications networks used in business.
6. Explain the functions of major components of telecommunications network hardware, software, media, and
services.
10. Identify the various transmission media and topologies used in telecommunications networks.
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SUMMARY
• Telecommunications Trends. Organizations are becoming networked enterprises that use the Internet, intranets,
and other telecommunications networks to support business operations and collaboration within the enterprise and
with their customers, suppliers, and other business partners. Telecommunications has entered a deregulated and
fiercely competitive environment with many vendors, carriers, and services. Telecommunications technology is
moving toward open, inter-networked digital networks for voice, data, video, and multimedia. A major trend is the
pervasive use of the Internet and its technologies to build interconnected enterprise and global networks, like
intranets and extranets, to support enterprise collaboration, e-commerce, and other e-business applications.
• The Internet Revolution. The explosive growth of the Internet and the use of its enabling technologies have
revolutionized computing and telecommunications. The Internet has become the key platform for a rapidly
expanding list of information and entertainment services and business applications, including enterprise
collaboration, electronic commerce, and other e-business systems. Open systems with unrestricted connectivity
using Internet technologies are the primary telecommunications technology drivers in e-business systems. Their
primary goal is to promote easy and secure access by business professionals and consumers to the resources of the
Internet, enterprise intranets, and interorganizational extranets.
• The Business Value of the Internet. Companies are deriving strategic business value from the Internet, which
enables them to disseminate information globally, communicate and trade interactively with customized information
and services for individual customers, and foster collaboration of people and integration of business processes
within the enterprise and with business partners. These capabilities allow them to generate cost savings from using
Internet technologies, revenue increases from electronic commerce, and better customer service and relationships
through better supply chain management and customer relationship management.
• The Role of Intranets. Businesses are installing and extending intranets throughout their organizations to (1)
improve communications and collaboration among individuals and teams within the enterprise; (2) publish and share
valuable business information easily, inexpensively, and effectively via enterprise information portals and intranet
Web sites and other intranet services; and (3) develop and deploy critical applications to support business operations
and decision making.
• The Role of Extranets. The primary role of extranets is to link the intranet resources of a company to the intranets
of its customers, suppliers, and other business partners. Extranets can also provide access to operational company
databases and legacy systems to business partners. Thus, extranets provide significant business value by facilitating
and strengthening the business relationships of a company with customers and suppliers, improving collaboration
with its business partners, and enabling the development of new kinds of Web-based services for its customers,
suppliers, and others.
• Telecommunications Networks. The major generic components of any telecommunications network are (1)
terminals, (2) telecommunications processors, (3) communications channels, (4) computers, and (5)
telecommunications software. There are several basic types of telecommunications networks, including wide area
networks (WANs) and local area networks (LANs). Most WANs and LANs are interconnected using client/server,
network computing, peer-to-peer, and Internet networking technologies.
• Network Alternatives. Key telecommunications network alternatives and components are summarized in Figure
6.11 for telecommunications media, processors, software, channels, and network architectures. A basic
understanding of these major alternatives will help business end users participate effectively in decisions involving
telecommunications issues. Telecommunications processors include modems, multiplexers, inter-network
processors, and various devices to help interconnect and enhance the capacity and efficiency of telecommunications
channels. Telecommunications networks use such media as twisted pair wire, coaxial cables, fiber-optic cables,
terrestrial microwave, communications satellites, cellular and PCS systems, wireless LANs, and other wireless
technologies.
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• Telecommunications software, such as network operating systems and telecommunications monitors, controls and
manages the communications activity in a telecommunications network.
1. Analog (244):
An analog signal is one in which a base carrier's alternating current frequency is modified in some way, such as
by amplifying the strength of the signal or varying the frequency, in order to add information to the signal.
Broadcast and telephone transmission have originally used analog technology.
An analog signal can be represented as a series of sine waves. The term originated because the modulation of
the carrier wave is analogous to the fluctuations of the human voice or other sound that is being transmitted.
2. Bandwidth (260):
Bandwidth describes the transmission speed and capacity of a telecommunications media or network.
3. Bluetooth (249):
A telecommunications industry specification for short range wireless communications.
7. Digital (244):
Digital describes electronic technology that generates, stores, and processes data in terms of two states. These
states are typically represented as "0" and "1".
8. Extranets (232):
A network that links selected resources on an organization's network to its customers, suppliers, or other
business partners, using internet technologies.
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1. The Internet is the driving force behind developments in telecommunications, networks, and other
information technologies. Do you agree or disagree? Why?
Agree
The Internet provides common protocols for information exchange (TCP/IP, HTML, and XML to name the
most common), and this inexpensive mode of communications appeals to many interests personal, public, and
commercial. Networks and related technologies serve as the enablers, and demand continues to drive
economies of scale and innovation.
Disagree
The driving force is the human desire to communicate.
2. How is the trend toward open systems, connectivity, and interoperability related to business use of the
Internet, intranets, and extranets?
Businesses are looking for the least expensive access to resources available. Open systems, connectivity, and
interoperability make these resources more readily available via internet technologies. They also help ensure
flexibility and long-term support – both important management issues.
3. Refer to the Real World Case on telemedicine and videoconferencing in the chapter. Not mentioned in
the case are implications for both privacy and data security arising from the use of these technologies. Which
specific ones could arise as a result, and to what extent do you believe those would inhibit the deployment of
these advances?
Privacy and security concerns exist for any networked health-care solution, and teleconferencing would be no
different. Undoubtedly, doctors would transmit and discuss patient information governed by various privacy
laws including HIPAA. Teleconferencing solutions providers should provide the same privacy protections
afforded other medical applications. These solutions would revolve around authentication, access control, and
encryption.
4. How will wireless information appliances and services affect the business use of the Internet and the
Web? Explain.
Affects
The overall effect will be massive growth of wireless information appliances and related applications.
Examples
• Marketing can now reach customers right at the point of purchase.
• Sales personnel can reduce sales cycle times by capturing sales real-time.
• Sales personnel can provide real-time competitive intelligence directly from the field.
• Distribution can optimize delivery schedules real-time.
• Supply chain can capture the movement of raw materials, WIP, and finished goods real-time.
• Employees will require fewer hours working in an office.
• Customer service can directly monitor product performance in the field.
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5. What are some of the business benefits and management challenges of client/server networks? Network
computing? Peer-to-peer networks?
Client/server benefits:
• Clients (end users) take the computing burden off the server, thereby allowing the server to accommodate
more users.
• Servers centrally control information access and flow.
• Servers handle connectivity to and security between other servers.
• If the server fails, users can still continue using their machine for local tasks.
• Client-side processing is more tailored to the needs of the end users.
Client/server challenges:
• Client-side hardware is more expensive than network computers
• Client-side applications are more difficult to maintain than server side applications (one update on a server
v. hundreds of updates on the client-side).
Network computing benefits:
• Client-side hardware is cheaper.
• Applications are located on the server and easier to maintain.
• Clients can access a massive amount of computing power if necessary.
Network computing challenges:
• Network computers require enough computing power to handle peak loads.
• If the network computer fails, then all nodes cease to function.
Peer to peer benefits:
• Requires minimal (or no) servers.
• Processing and storage are distributed and use only surplus capacity.
Peer to peer challenges:
• Security
• Applications are more difficult to maintain than server based applications (one update on a server v.
hundreds of individual updates on the client-side).
6. What is the business value driving so many companies to install and extend intranets rapidly throughout
their organizations?
Intranets decrease communications costs. They increase the number of employees reached, the volume of
information they can access, and the speed at which this information flows.
8. Refer to the Real World Case on telepresence in the chapter. What seems to be the difference between
videoconferencing and telepresence? Given the discussion on the latter in the case, does videoconferencing
have a future? Why or why not?
Differences: Telepresence is a high-end version of videoconferencing. Video conferencing involves sharing
audio and video feeds. Telepresence uses these feeds to give the participants the feeling that they are sharing
the same space. Cisco does this through high definition videos and multiple screens.
Bright future: Since Telepresence isn't mobile and videoconferencing is, videoconferencing has a significant
future.
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No future: Given "Moore's Law" and the steady improvements in telecommunications, there's no reason
telepresence can't also become more mobile at some point in the future. As a result, videoconferencing has no
long-term future.
9. Do you think that business use of the Internet, intranets, and extranets has changed what businesspeople
expect from information technology in their jobs? Explain.
Yes. Over the last two decades, employees have seen significant improvements to information and information
access. The most recent improvements stem directly from internet related technologies. The direction these
improvements have taken allow employees to envision an even more robust future, and this significantly
increases their information technology expectations.
No. Personal use of the Internet has changed what people expect from IT. Personal applications have far
outstripped what is available in the business environment, and it is this market that has set employee's
expectations. The idea that, "if I can do this cool stuff at home, I should be able to do this at work," has driven
expectations for better IT at work.
Example
Peer-to-peer file sharing boomed with Napster and others years before software vendors figured out how to use
it to distribute licensed copies of their software. For example, Blizzard now uses peer-to-peer file sharing in
order to handle massive download demands on game-release day. 1
10. The insatiable demand for everything wireless, video, and Web-enabled everywhere will be the driving
force behind developments in telecommunications, networking, and computing technologies for the
foreseeable future. Do you agree or disagree? Why?
Agree: 3G and now 4G devices, applications, and networks have all taken the headlines. The massive number
of these internet-ready devices is also hastening the implementation of IPv6 as regions run out of IP addresses
under the old scheme. People expect information and video access wherever they are.
1
Starcraft II's installer defaults to peer-to-peer for its game download scheme.
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b. Express as a power of 2 the number of nodes that can exist using IPv6.
2^128
b. Survey results suggest that the peak traffic to and from a site will be approximately 2 kilobits per second
for each phone line plus 10 kilobits per second for each computer. Create a report showing the estimated
peak demand for the telecommunications system at each site in kilobits. Create a second report grouped by
region and showing regional subtotals and a total for the system as a whole.
See Data Solutions Disk for a sample database.
3. Wireless Radiation
a. Use an Internet search engine and report on what the World Health Organization (WHO) has had to say
about microwave radiation or nonionizing radiation.
The WHO conducted a ten years study from 2000 to 2010. The study consisted of 13,000 people in 13
countries and found no link to cancer. Some data "suggested" a link with glioma, but it acknowledged study
bias could account for these results. As a result, the WHO could pronounce no "definitive" results and
suggested more study.
b. Use an Internet search engine to identify the various complaints posed by stakeholders regarding cell
phone towers. Write a one-page paper describing an alternative to cell phone towers that would enable cell
phone use and yet mitigate all or most of these complaints.
Complaints:
• Fear of cancer or other illness
• Unsightly cell phone towers
Alternatives:
Rather than using cell towers with effective transmission ranges of up to a mile, some advocates have
encouraged cell phone companies to install numerous, low-cost, cell stations. These smaller stations only need
sufficient transmitting power to extend a few hundred yards and would not require tall towers. Instead of
towers, phone companies could place these small stations on the tops of telephone poles or on the roofs of two
or three storied buildings. This approach has several advantages. Small transmitters would require very little
power to cover a range of only a couple hundred yards thereby reducing the strength of transmitted microwaves,
they would blend into their surroundings thereby eliminating eyesores, and they would allow cell phones to
transmit on very low power thereby enabling even smaller phones or significantly increased battery life.
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4. Maximizing Communications
a. In Excel’s menu, select “Data” and then “Sort” and then press the “F1” key for help. Read through each
of the topics. How would an ascending sort arrange the list “Smith; Jones; Zimmerman”?
Ascending order sorts from the lowest value to the highest value or in alphabetical order for text data. In this
case: "Jones; Smith; Zimmerman"
b. What feature allows users to sort month lists so January appears before April?
The "Options" button within data sorting dialog box opens a new dialog box that allows users to select an
alternative sort order. Excel lists several default sort orders including one by the name of the month.
c. Sort the partner data first on Gender, then by Industry, and then by Region, and save the file.
See Analysis Exercise Data Solutions files: [Chapter 06 - Solutions.xls].
The results from this sort will depend on the starting point. The original file has been sorted in ascending order
by last name and then by first name. This ordering will take forth and fifth precedence following industry,
region, and gender. Since this exercise doesn't specify maintaining this order, you may expect varying results.
Simply check to ensure that industry, region, and gender are in the proper order and ensure students have
included all columns in their data sort. Failing to do so will result in partners who have been inadvertently
reassigned gender, industry, or region. For example, Ziara Abud started off as a female audit partner in the
Americas, and your student's data should maintain this.
d. Examine the sorted results from the previous step. Notice that assigning the first eight partners to the
same table would minimize diversity. This result should also provide a clue about how to maximize diversity.
Using this insight, assign a table number in the range from 1 to 50 to each partner in your sorted list so to
maximize diversity. Save the file as “partners_sorted.xls” and explain your logic.
See Analysis Exercise Data Solutions files: [Chapter 06 - Solutions.xls].
Since assigning table #1 to the first eight partners in the list minimizes diversity, assigning tables {1, 2,… 50}
to the first fifty partners will maximize diversity. Start the table numbering over again with the 51 st partner.
This process ensures that the partners who are grouped together by the sorting activities are split up across
different tables. While not every table will have four men and four women, this reflects the fact that the firm is
not equally balanced by gender at the partnership level. Indeed, this in itself may make for an interesting
classroom discussion. See "partners_sorted.xls" on your faculty CD for a sample solution. Note: encourage
students to use Excel's Auto Fill feature rather than type all four-hundred table numbers individually.
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2. DLA Piper, MetLife, and the other companies featured in the case are very optimistic about the
technology. However, other than its cost, what are some potential disadvantages of implementing telepresence
in organizations?
Disadvantages
The case does not specifically discuss disadvantages other than cost.
• Important meetings are at the mercy of technology failures
• Overreliance on video conferencing might hinder the development of personal relationships
3. Do you think meetings conducted through telepresence technology will be similar to face-to-face ones as
the technology becomes more pervasive? How would the rules of etiquette change for telepresence meetings?
Which type of meeting would you like best?
Similarities
• Real-time communication
• Body language aids communication
Differences
• Less personal
• Meeting ends at the end – minimal socializing after work
• More impromptu – meetings can be arranged more quickly than travel
Etiquette
• When meeting across time zones, which party gets up early or stays up late?
• Agreement and trust on the subject of recording the meeting
• Beware the "open microphone"
• Participants should minimize side conversations as microphones pick up all voices equally
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2. Go online and research different ways in which the “green IT” movement is catching on. Prepare a
report to share your findings.
Search terms
• "green IT"
• "green computing"
3. The organizations featured in the case are not too keen on the future of business travel. Despite the high
quality of current and future telepresence systems, do you believe these companies are missing something by
not having people meet face to face? Why or why not? Break into small groups with your classmates to
discuss this issue.
The case does not state that organizations have banned travel – just that they have reduced travel. These
organizations still have face to face meetings when appropriate. In fact, they may increase the total number of
meetings (when counting video meetings), and this may serve to improve working relationships rather than
hinder them.
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Concerns:
I would be concerned that the remote expert wasn't getting all the information necessary to make an accurate
diagnosis including information that may be unique to my case. Hospitals already face criticism for providing
impersonal care. Adding a remote expert into the loop will do nothing to address these concerns. I would also
be concerned that a local specialist and the remote expert were in collusion to charge my insurance company for
an unnecessary consultation.
2. What other professions, aside from health care and education could benefit from application of some of
the technologies discussed in the case? How would they derive business value from these projects? Develop
two proposals.
Other professions:
• Engineering projects
• Auditors working on global corporations
• Teams working on mergers or acquisitions
• Political campaigns
Proposals:
1) Implementing high quality video conferencing can be an expensive project and a distraction from core
business. Therefore, a service provider might undertake to create an international network of video conference
centers. End users would only need to commute to the nearest conference center to participate in a conference.
Cisco Systems is currently undertaking just such an initiative.
2) A global corporation might implement a high quality video conferencing system in order to reduce travel
costs and the inconvenience frequent travel places on its employees. In Star Trek terms, one might think of
these facilities as virtual "transporter rooms."
3. The deployment of IT in the health professions is still very much in its infancy. What other uses of
technology could potentially improve the quality of health care? Brainstorm several alternatives.
A few suggestions:
• Integrated billing
• Universal access to patient records
• Family/patient education
• Doctor/staff continuing education
• Supply chain management (many examples already exist)
• Prescription drug dispensing machines (to reduce errors)
• Doctor/hospital performance reporting
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Classroom support:
• Professors could tape their classes and make them available online if they are willing to give away the
content for free.
• Professors might find videos that supplement their lectures and assign them for viewing.
2. If widely adopted, these technologies could conceivably lead to a concentration of specialists in a small
number of “hub” institutions, essentially creating a two-tier health care system. Do you believe this would
lead to an increase or decrease in the availability of these professionals for patients? What could be the
positive and negative consequences of this development? Break into small groups with your classmates to
discuss these issues.
Availability:
The main point is to make experts more available to the people who need them. Its secondary objective,
provide educational access, should help maintain or increase local specialist's expertise. Video conferencing
should also help reduce the need for hubs of specialty (which have long been in existence). The reduction will
come because experts will no longer need to work in physical proximity in order to collaborate.
Positive impact:
• Increase collaboration
• Increase the dissemination of information.
• Increase access to experts.
Negative impact:
• Create an over-reliance on technology that could fail in an emergency
• Potentially depersonalize medicine even further
RWC 3: Metric & Multistandard Components Corp.: The Business Value of a Security Self-Managed
Network for a Small-to-Medium Business
Case Study Questions
1. What were the most important factors contributing to MMCC’s success with its new, secure, self-
managed network? Explain the reasons for your choices.
• increased bandwidth (eliminated congestion)
• improved reliability (less down time, greater productivity)
• improved security (obvious but not explained in the case)
• easier to manage (lower personnel costs)
• lower costs (fast payback period, lower risk)
2. What are some of the business benefits and challenges of self-managed and externally managed
networks?
Self-managed benefits:
• Greater accountability
• Greater flexibility
Self-managed challenges:
• Lack of expertise
• Distracts from core operations
Externally managed benefits:
• Access to expertise
• Potential for economies of scale (not mentioned in case)
• Doesn't distract from core business
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3. Which type of network management would you advise small-to-medium business firms to use? Explain
the reasons for your recommendation.
Self-managed. Network technology is fairly mature and requires minimal customization. Expertise is not
difficult to find when required.
2. In telecommunications network installation and management, as in many other business situations, the
choice between “do it yourself” and “let the experts handle it” is a crucial business decision for many
companies. Break into small groups with your classmates to debate this choice for small-to-medium
businesses. See if you can agree on several key criteria that should be considered in making this decision, and
report your conclusions to the class.
Key criteria:
• product maturity, stability, and reputation
• vendor experience, stability, and reputation
• degree and availability of expertise
• degree of customization required
• potential for economies of scale (cost savings)
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2. Part of the reason for Starbucks’s move had to do with increased competition from chains like
McDonald’s for the morning breakfast crowd. However, Starbucks and McDonald's hardly seem to be
targeting the same public. Do you think that free wireless access by such a competitor would have moved a
significant portion of Starbucks' customers away? Why or why not?
Note 1: this question appears to pre-suppose that Starbucks and McDonalds do not compete for the same
customers but then asks for the student's opinion. The question essentially reduces to whether or not the student
believes enough food & beverage customers seeking a place to use Wi-Fi would choose McDonalds over
Starbucks if McDonalds offered free Wi-Fi access to make a difference to Starbucks.
Note 2: this question is very significant to Starbucks' bottom line. Why? During peak rush times, both
Starbucks and McDonalds operates at peak capacity. Therefore attracting more customers during these times
offers little benefit. On the other hand, attracting customers between rush periods translates to additional store
revenue, and Wi-Fi appeals to this segment.
Effectiveness: Starbucks obviously believes that McDonalds poses a threat or they wouldn't have lowered their
Wi-Fi access price. McDonalds clearly believes that it can compete against Starbucks as evidenced by their TV
advertisement campaign highlighting their coffee's taste test victories over Starbucks. Some McDonalds have
also redesign portions of their dining areas to make them more comfortable and encourage patrons to linger.
3. The case notes some companies that offer free Wi-Fi in exchange for viewing advertisements or
answering questions for market research studies. Would you be willing to do so in order to get free wireless
access, say, at an airport? Would your answer change if you were using a corporate laptop versus your own,
because of security concerns?
Personal use answers will vary.
The corporate use answer should take into consideration corporate policy. Also note that G3 and G4 networks
now offer a competitive alternative to free Wi-Fi and are less likely to violate policy.
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2. Go online and look at different companies in one of the industries mentioned in the case, noting which
companies offer free wireless access and which ones do not. Break into small groups and brainstorm
potential explanations for these differences. Do you see any patterns in the type of companies that charge for
access versus those that offer it for free?
Industries mentioned:
• Hospitality
• Transportation
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