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Summary
Summary
Lawyer and bluesman Monty Collins is used to defending murderers#151;and occasionally investigating murders himself#151;but he's never come up against anything like the case of Reinhold Schellenberg, a world-renowned German theologian who has been found dead on the altar of an old church in Halifax, Nova Scotia, on Saint Cecilia's day. The controversial priest, once a top insider in the Vatican, was known to provoke strong feelings in Catholics of all ideological stripes, andnbsp;now those feelings have overflowed with horrifying results. At least Monty knows where to look for clues; his friend Father Brennan Burke has just opened a choir school at the church, and the students provide an international cast of suspects#151;including a flamboyant Sicilian priest, an eccentric English monk, a disgruntled American, a Vatican enforcer, a church lady with a history of violence, and, most perplexing of all, a police officer from the former East Berlin.
Author Notes
STEVE KIRCHOFF is Vice President of Strategic Marketing for Compaq Computer Corporation's Solutions and Services Group (ESSG), responsible for Compaq's Internet computing vision, alignment of products and solutions, and ESSG business partner and marketing strategies. A native of Indiana, Kirchoff holds a Bachelor's degree in Business and Finance, and a Master's degree in Business Administration.
STEPHEN MENDONCA is a technology marketing professional with an extensive background in the computer industry and higher education. He entered Compaq in 1997, after a long career at IBM. At Compaq, he is responsible for creating strategic e-initiatives that will yield market differentiation and customer value. He holds graduate and postgraduate degrees in philosophy, communications, and English literature.
Table of Contents
Introduction | p. xv |
Acknowledgements | p. xxi |
Part 1 Turning Business Inside Out: Disruptions and Opportunities | p. 1 |
1 The Internet, Convergence, and a New Inflection Point | p. 3 |
A New Paradigm | p. 6 |
The Emergence of a New "Total Economic Value" Model | p. 7 |
Customer-Driven Economic Value | p. 9 |
In-Depth Understanding of Customers | p. 10 |
Bloemenveiling Aalsmeer--the Netherlands | p. 11 |
The Online Economy: Threat or Opportunity? | p. 12 |
New Strategies for New Times | p. 12 |
Change or Die | p. 13 |
New Rules of Engagement | p. 14 |
Rule 1 Address the Big Picture | p. 14 |
Rule 2 Be Guided by the Customer's Proposition | p. 14 |
Rule 3 Reinvent Your Enterprise | p. 14 |
Rule 4 Build an Enterprise.com | p. 15 |
Rule 5 Create an Infrastructure Blueprint | p. 15 |
Beyond Re-Engineering | p. 16 |
Begin with Questions | p. 17 |
2 Disruptive Changes and New Opportunities | p. 19 |
Disruptions Create Opportunities | p. 19 |
Disruption #1 New Financial Dynamics | p. 20 |
Disruption #2 Power Shifts from Sellers to Buyers | p. 20 |
Disruption #3 Self-Help Drives New Business Models | p. 21 |
The Changing Dynamics of Buying and Selling | p. 21 |
Disruption #4 Shifting Supply Chain Boundaries | p. 22 |
Disruption #5 New Paradigms of Value | p. 23 |
Disruption #6 Diminished Advantage of Mass Production | p. 23 |
Disruption #7 New Measure of Time | p. 24 |
Disruption #8 An End to Global Boundaries | p. 24 |
Disruption #9 Changing IT Deployment Strategies | p. 25 |
Disruption #10 New Inflection Points in Computing | p. 25 |
Three Major Internet Trends | p. 26 |
The "Nirvana" of Computing | p. 26 |
Internet-Driven Standards | p. 26 |
The Internet is the New Platform for Services Innovation | p. 27 |
The Future is Here: the Internet's Impact | p. 28 |
3 The Online Economy: New Rules, Players and Growth Areas | p. 31 |
Unusual Alliances are Succeeding | p. 32 |
Virtually Integrated Alliances | p. 33 |
Small and Large Enterprises Compete in the Same Markets | p. 34 |
The Rise of E-Mediaries | p. 34 |
The Internet Increases Efficiencies and Lowers Costs | p. 35 |
Business Opportunities Across Industries | p. 35 |
Turning an Old Industry on its Head | p. 36 |
Crossing Global Boundaries | p. 37 |
Hot Growth Areas in a $3 Trillion Industry | p. 38 |
1. Business-to-Business | p. 38 |
2. Business-to-Consumer | p. 41 |
3. Consumer-to-Consumer | p. 41 |
The Online Economy Impacts Organizational Structure | p. 42 |
Increasing Demands on it Systems | p. 43 |
The Online Economy: More Than Pretty Websites | p. 44 |
Part 2 Strategies for Instant Advantage in the Online Economy | p. 47 |
4 The Agile Enterprise | p. 49 |
Five Strategies for Gaining Instant Advantage | p. 50 |
A Framework for Assessing Online Advantage--Achieving Excellence | p. 51 |
Strategy #1 Seize Market Opportunities | p. 52 |
Guideline 1 Look at the Whole Economy | p. 53 |
Automobiles and Auctions | p. 54 |
Guideline 2 Monitor Online Change Indicators | p. 55 |
Mass Customization | p. 58 |
Changing Rules of Competition | p. 59 |
IT Advances Fuel Online Economy | p. 60 |
Guideline 3 Define Your Role and Relevance in the New Online Economy | p. 61 |
Lessons to Be Learned | p. 62 |
IT Implications | p. 62 |
5 The Importance of Customer Management | p. 63 |
Strategy #2 Become Your Customer's Advocate | p. 63 |
A Customer Value Proposition Change | p. 64 |
Customer Demands: Speed and Control | p. 64 |
Provide Customers with the Ultimate Shopping Experience | p. 66 |
Rule 1. Excel at Each Stage of the Customer Buying Cycle. Build Relationships | p. 67 |
Branding is More Important than Ever | p. 67 |
Rule 2. Match Your Processes with Customers' Expectations | p. 70 |
Rule 3. Empower Customers to Help Themselves | p. 71 |
Rule 4. Help Your Customers Succeed | p. 72 |
A Shift in Customer Power | p. 73 |
Priceline.com's Pioneering Business Model | p. 73 |
The Internet Empowers Customers | p. 73 |
New Paradigms | p. 74 |
NonStop Service | p. 74 |
Integrating Business and IT Strategies | p. 75 |
The Internet Equals Mission Critical | p. 76 |
Seamless Enterprise | p. 76 |
Strategic Thinking | p. 76 |
6 Reinvent Your Enterprise | p. 79 |
Strategy #3 Reinvent Your Enterprise | p. 79 |
Reinvention in the Digital Economy | p. 81 |
Reinvention Begins with the Right Target | p. 82 |
Reinvent to Build New Relationships | p. 83 |
Create A Value Network Instead of Optimizing the Supply Chain | p. 84 |
Delivering Value to Customers | p. 86 |
Drive E-Efficiencies and Effectiveness | p. 86 |
E-Innovate: Create New Services and E-Commerce | p. 87 |
Excel in Building Relationships with E-Marketing, E-Sales, and E-Support | p. 88 |
The New World of E-Marketing | p. 89 |
The Ubiquitous Online Marketplace | p. 90 |
E-Marketing and Customer Loyalty | p. 90 |
E-Selling | p. 92 |
1. Sales Infrastructure | p. 92 |
2. Sales Process | p. 93 |
3. Sales Tools | p. 95 |
E-Support | p. 95 |
Relationship Management Tools | p. 96 |
Building Lasting Online Relationships | p. 97 |
The Reinvention of Best Western International to Gain Instant Advantage | p. 98 |
IT Blueprint for Unlimited Growth | p. 98 |
Speedy Response Means Customer Satisfaction, More Bookings | p. 99 |
Leveraging Web Technology | p. 100 |
Enterprise-wide Mail and Messaging; Secure Intranet Access | p. 100 |
Comprehensive Change Equals Instant Advantage | p. 101 |
7 Setting the Stage for Action | p. 103 |
Strategy #4 Integrate Business and It Strategies | p. 103 |
Retain Key Customers/Increase Customer Loyalty | p. 105 |
Challenges to Integrating IT and Business Strategies | p. 106 |
Design Tools for Enterprise Integration | p. 107 |
Getting Online, On Time | p. 107 |
Ceos Drive the Transformation | p. 108 |
Strategy #5 Create An E-Infrastructure Blueprint | p. 109 |
Comments on the Chart | p. 111 |
The Net Imperative | p. 113 |
Charles Schwab Meets the Online Challenge | p. 114 |
Change: Seeing the Handwriting on the Wall | p. 114 |
Balancing Risks and Rewards | p. 115 |
The Deployment: "Lightning and Thunder" | p. 115 |
Part 3 Best Practices in the Digital Economy | p. 117 |
8 Transition to an E-Business | p. 119 |
It/Business Integration: The New Baseline | p. 119 |
Resources and Tools | p. 121 |
E-Resource Categories | p. 121 |
Standards-Based Online Infrastructure | p. 123 |
An Example of an Architecture Blueprint | p. 124 |
Key Technical Attributes of an Online Infrastructure | p. 124 |
Connectivity | p. 124 |
Interoperability | p. 124 |
Networked Applications Support | p. 124 |
Manageability | p. 125 |
Scalability | p. 125 |
Designing Your Website | p. 126 |
Content Management | p. 128 |
Application Integration | p. 128 |
Intranet Solutions | p. 131 |
Managing Your Intranet | p. 132 |
Extranets | p. 132 |
Guidelines for Developing an Extranet | p. 133 |
E-Commerce Technologies | p. 133 |
E-Commerce Deployment | p. 134 |
Enterprise Portals | p. 137 |
Key Capabilities of Portals | p. 138 |
E-Applications | p. 138 |
Management and Security | p. 139 |
Security Solutions | p. 140 |
Storage Architecture | p. 142 |
Storage Advances | p. 143 |
Storage Pooling/Virtualization | p. 144 |
The Future Storage System: Open SAN | p. 144 |
A Strategy for the Internet Future | p. 145 |
9 Building Your E-Company | p. 147 |
Transforming the Enterprise | p. 147 |
E-Business Cuts Costs | p. 149 |
Drivers of the Internet Economy | p. 149 |
The New Online Model | p. 151 |
Challenges of E-Business | p. 152 |
Internal Enterprise Perspective | p. 152 |
External Enterprise Perspective | p. 155 |
Product Engineering and Development | p. 156 |
IT Values in the 24/7 E-Business Environment | p. 157 |
Critical Dimensions of E-Business | p. 157 |
E-Commerce in A Global Village | p. 158 |
The New Customer Proposition | p. 159 |
Solution Building Blocks--(Get "Up and Running" Faster) | p. 160 |
Platform Integrity | p. 161 |
Networked System Architecture (Design it to Last) | p. 161 |
Agile Architecture | p. 162 |
Distributed Server Architecture in the E-Business Environment | p. 162 |
Storage Architecture for Today's E-Business | p. 163 |
Involve Professional Services on Your Team | p. 163 |
The Dream Team | p. 164 |
Insurepoint: A Case Study | p. 164 |
Microsoft and Compaq Team Up to Provide Revolutionary Tools | p. 165 |
Benefits | p. 166 |
"No User-Visible Failure--No Business Disruptions" | p. 167 |
Part 4 Internet Pioneers | p. 169 |
10 Online Stories of New and Established Enterprise Players | p. 171 |
Robert Rodin, Ceo and President, Marshall Industries | p. 171 |
Beyond Linear Thinking | p. 173 |
Transformation of the Supply Chain | p. 173 |
Action Versus Extinction | p. 173 |
The Global Online Economy | p. 174 |
Bob Davis, Ceo, Lycos, Inc. | p. 175 |
Disruptions and Opportunities | p. 176 |
Speed is of the Essence | p. 178 |
Anne Perlman, President and Ceo, Moal | p. 179 |
E-Auctions and New Paradigms | p. 180 |
Reassessing Total Economic Value | p. 181 |
New Tools for the Digital Economy | p. 181 |
The Internet Creates Level Playing Fields | p. 182 |
Jim Sachs, Chairman and Ceo, Softbook Press | p. 183 |
'Be' Your Customer | p. 184 |
In the Footsteps of Fred Smith: Looking Beyond the Surface | p. 185 |
A Global Online World | p. 185 |
11 New Players Lead the Online Revolution | p. 187 |
Amazon.com Revolutionizes Customer Service | p. 187 |
Mass Customization | p. 188 |
Enhanced International Language Capabilities | p. 189 |
Priceline.com's Pioneering Business Model | p. 189 |
Keeping the Doors Open | p. 190 |
Compaq Out Front | p. 191 |
More Bang for the Buck | p. 191 |
Drugstore.com, Inc. | p. 192 |
IT Integration for Uninterrupted Performance | p. 192 |
Creating an E-Infrastructure Enterprise Blueprint | p. 193 |
Autobytel.com Revolutionizes Selling and Buying Automobiles | p. 193 |
Expanding Customer Horizons | p. 194 |
4 Million-Plus Customers | p. 194 |
Pioneers Create a Motley Fool | p. 195 |
Netgrocer.com's Online Shopping Cart Revolutionizes Food Industry | p. 196 |
Groceries on the Net: Instant Advantage | p. 197 |
E-Commerce Pioneers Around the World | p. 198 |
12 Established Players Concede Nothing to Dot.com Companies | p. 203 |
It's Everyone's Internet: A Trucking Company Excels | p. 203 |
"Technology is the Future of our Company | p. 204 |
Competitive Advantage | p. 205 |
A Visit with 21st Century Truckers | p. 206 |
Digital Satellite Communications | p. 207 |
Integration of Business and IT Strategies | p. 207 |
Barnes and Noble Stays on Top With Barnesandnoble.com | p. 208 |
24/7 E-Business | p. 208 |
The 24/7 It Team | p. 209 |
24/7 Availability and Growth | p. 210 |
The Big Test | p. 211 |
Bank of America Offers E-Retailing Bundle | p. 211 |
Old Line Asia Pacific Companies Join The Digital Economy | p. 212 |
South China Morning Post | p. 212 |
The Hong Kong and China Gas Company, Ltd. (or Towngas) | p. 213 |
Alltel Uses the Internet As Leverage to Maintain Market Leadership | p. 214 |
Scalability for Internet Growth | p. 214 |
Availability 24/7 | p. 215 |
Clients Aren't What They Used to Be | p. 215 |
Lexis-Nexis--Information at the World's Fingertips | p. 216 |
Creating an Internet Niche | p. 217 |
A Clear Compaq and Microsoft Message | p. 218 |
Solutions at Internet Speeds | p. 219 |
Internet-driven Opportunities | p. 219 |
Epilogue | p. 221 |
Is Increased Profitability A Realistic Expectation? | p. 221 |
Winners and Losers | p. 222 |
Execute, Check, Fix And Plan | p. 223 |
Collaborative E-Commerce | p. 224 |
A Final Word | p. 226 |
Glossary | p. 227 |
Bibliography | p. 235 |
Index | p. 239 |