THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD254: e-Service Operations Management
Spring 2003

MD254 Home
Week 7
e-Service Design: Methodologies and Issues for Managing the e-Service Life-Cycle

Assigned Readings
MD254WEBSITE: “Managing an Internet Portal,” Jan Damsgaard, Communications of the Association for Information Systems, 2002 [How to Obtain: Go to http://cais.aisnet.org/, click on “Contents” on the left menu, scroll down to the article (Volume 9, Article 26). Where you are asked for username and password, enter “gheim” and “temp”.]

MD254WEBSITE: Microsoft Operations Framework, “Executive Overview” [Download from class website, (or as PDF) or go to http://www.microsoft.com/mof, click on “MOF Resource Library”, then on “Executive Overview”]

MD254WEBSITE: “Total Systems Management – A Customized Approach to IT Operational Environments,” IBM Global Services, 
(http://www-3.ibm.com/e-business/doc/content/resource/pdf/26544.pdf)

Case Study Assignment
None.

Keyword Legend
E-SERV = E-Service: 24 Ways to Keep Your Customers …
ECOM = E-Commerce Operations Management
EOM = E-Operations Management
FITZ = Service Management: Operations, Strategy and Information Technology



Related Readings: For Further Information
 
e-Service Development Process
“Controlling the Chaos of Web Development,” Rational White Paper
http://www.rational.com/products/whitepapers/101066.jsp
http://www.rational.com/media/whitepapers/700602_Controlling.pdf

Rumbaugh, J., “Trends in UML and e-Development,” The Rational Edge, December 2000. 
http://www.therationaledge.com/content/dec_00/f_uml.html

“The e-software Paradox: Building Better Software Faster,” Rational.com
http://www.rational.com/paradox/index.jsp

Iansiti, M., “Shooting the Rapids: Managing Product Development in Turbulent Environments,” California Management Review, 38, 1, Fall 1995, p. 37-58.
http://www.mohansawhney.com/Registered/Content/TradeArticle/ShootingTheRapids.htm
(Must first register for free account at www.mohansawhney.com).

Iansiti, M., and A. MacCormack, “Developing Products on Internet Time,” Harvard Business Review, September-October 1997. (Also reprinted in Tapscott, D., (ed.), Creating Value in the Network Economy, Harvard Business School Press, 1999, p. 91-106.

MacCormack, A., "Product-Development Practices That Work: How Internet Companies Build Software," Sloan Management Review, Volume 42, Number 2, Winter 2001, pp. 75-84.

Related Readings: Traditional (Person-to-Person) Services

Fitzsimmons & Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter 5 ("New Service Development and Process Design")

Haksever, et al., Service Management and Operations, Prentice Hall, 2000, Chapter 6 ("Positioning and Marketing of Services"), Chapter 8 ("Design and Development of Services and Service Delivery Systems")