Software Rules: How the Next Generation of Enterprise Applications Will Increase Strategic Effectiveness

Cover......Page 1
Title Page......Page 2
ISBN 0071385169......Page 3
Contents......Page 4
Foreword......Page 6
Preface......Page 10
Acknowledgments......Page 12
Flying Blind......Page 14
Instrument Flying......Page 15
Simple  Rapid......Page 17
The Great Crash......Page 19
The Dot Bomb......Page 20
Creative Destruction......Page 22
Rapid Response......Page 25
Declaration of Interest......Page 26
1
Business Nirvana
......Page 28
Automobiles and Automation......Page 36
The War on Complexity......Page 40
Simplification of Business Practices......Page 42
Global Standardization of Business Practices......Page 44
Centralize Complexity, Distribute Service......Page 45
Automation of All Lines of Business......Page 47
Acceptance of Management by Fact......Page 49
Deployment of Suites, not Kits, of Business
Software
......Page 50
Reduction or Elimination of Modifications to
Vendor Software
......Page 52
Wallet Share......Page 53
Summary......Page 56
Introduction......Page 58
Trick or Treat: Hershey’s Halloween......Page 62
The Kit Trap......Page 63
The Meaning of E......Page 64
ERP......Page 66
CRM......Page 67
Customers......Page 69
Obligations......Page 70
Software as a Service......Page 72
Getting Married......Page 76
Heterogeneous Implementations......Page 77
Nine Steps for a Down Economy......Page 78
Step 1: Low Price, Fixed Time......Page 79
Step 3: Focus on Core Competencies......Page 80
Step 6: Global Single Instance......Page 81
The Destination......Page 83
Summary......Page 84
Introduction......Page 86
Are You Ready for Global Operations?......Page 88
Does Your Business Software Travel Well?......Page 94
How the Internet Sees You......Page 96
More Hours Can Mean Less Work......Page 97
High Availability and Maintenance......Page 99
What to Automate First......Page 101
Global Selling......Page 102
Global Buying......Page 103
Global Customer Service—the Endless Summer......Page 105
Globalizing Software......Page 107
Some Financial Issues......Page 108
Summary......Page 111
5
Management by Fact
......Page 112
The Five Phases......Page 114
Self-Service......Page 115
Business Intelligence......Page 116
Process Improvement......Page 117
Companies and the Self-Service
Experience
......Page 119
Ideal Self-Service: Business Partners......Page 121
Ideal Self-Service: Employees......Page 123
Ideal Self-Service: Custome......Page 124
Ideal Self-Service: Suppliers......Page 126
The Revenue Portal: Self-Service for Executives......Page 127
6
Company-to-Company Networking
......Page 132
Distance Learning......Page 133
Training......Page 134
Product Design......Page 135
EDI......Page 136
XML on the Net......Page 138
Transaction Closure......Page 140
Summary......Page 142
7
Software by Industry
......Page 144
Aviation, Aerospace, and Defense......Page 145
Maintenance vs. Manufacturing......Page 146
Configuration Control......Page 147
Information Management......Page 148
Plan the Work, Work the Plan......Page 150
The Right Technology......Page 151
Introduction......Page 152
The Problem: Complexity......Page 153
The Software Challenge......Page 154
Introduction......Page 155
Government......Page 162
E-Citizenship......Page 163
The Digital Divide......Page 164
Step 1: Making E-Government a Priority......Page 165
Step 2: The Federal Portal......Page 166
Step 3: Universal Access......Page 169
Overview......Page 172
Challenges......Page 173
E-Business Strategies......Page 174
Media......Page 175
Business Rights Management......Page 177
Pharmaceuticals......Page 179
The Problem of Return on Investment......Page 180
Changing to a Customer-Centric View......Page 188
Industry Challeng......Page 189
CRM for the Communications Industry......Page 190
Summary......Page 193
8
Changing the Business—Getting
from Here to There
......Page 194
Step 2: Senior Managers, Lead!......Page 195
Step 3: Implement the Future......Page 196
Step 4: Prepare to Sustain Casualties......Page 197
Step 5: Pluck the Low-Hanging Fruit......Page 198
Step 6: Share Vision, Share Ownership......Page 199
Step 7: Use Standard Products and
Technologies
......Page 200
Step 8: Create a Platform......Page 201
Step 9: Return to Step 1......Page 202
E-Leaders—Case Studies......Page 204
Acronym Glossary......Page 238
Index......Page 244