THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD850: Advanced Topics in IT: e-Service Operations
Spring 2002
MD850 Home
Week 3
Design and Development of e-Services
Assigned Readings
E-SERV, Chapter 4: The Anatomy of Customer-Pleasing E-Service
E-SERV, Chapter 5: Practice Easy-to-Do-Business-With Thinking
E-SERV, Chapter 6: Design for Distinction
E-SERV, Chapter 7: Personalize the E-Experience
FUL, Chapter 2: Building an E-Commerce Infrastructure
Case Study Assignment
None.
Team Web-Based Assignment
None.
| Keyword Legend E-SERV = E-Service: 24 Ways to Keep Your Customers … CRM = CRM at the Speed of Light: Capturing and Keeping Customers … FUL = E-Commerce Logistics and Fulfillment: Delivering the Goods |
Related Readings: For Further Information
ETDBW Thinking
Greenspun, P., "Envisioning a site that won't be featured in suck.com,"
Philip and Alex’s Guide to Web Publishing
http://www.arsdigita.com/books/panda/suck
Greenspun, P., "So you want to join the world's grubbiest club: Internet entrepreneurs,"
Philip and Alex’s Guide to Web Publishing
http://www.arsdigita.com/books/panda/money
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.
User Experience
Nielsen, J., and M. Tahir, “Building Sites With Depth,” WebTechniques, February 2001.
http://www.webtechniques.com/archives/2001/02/nielsen/
Nielsen, J., "The Network is the User Experience: Microsoft's .NET Announcement,"Jakob Nielsen's Alertbox, June 25, 2000.
http://www.useit.com/alertbox/20000625.html
Ellis, P., and S. Ellis, “Measuring User Experience,” WebTechniques, February 2001.
http://www.webtechniques.com/archives/2001/02/ellis/
Moran, R., “Powers of Observation,” WebTechniques, December, 2000.
http://www.webtechniques.com/archives/2000/12/moran/
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")