Networks in action : business choices and telecommunications decisions

목차 (Table of Contents)

• CONTENTS
• Preface = xx
• Part One Telecommunications as a Business Resource = 1
• 1 Telecommunications : The Opportunity and the Challenge = 2
• Chapter Overview = 3
• How Telecommunications Is Reshaping Business = 3
• The Explosive Pace of Technological Change = 5
• Competition = 6
• Speed of Transmission = 8
• Access Tools = 10
• Interoperability = 12
• Change as the Norm in Technology = 13
• The Need for New Management Processes = 14
• The Need for Hybrid Designers = 15
• Three Voices : The Client, Designer, and Implementer = 17
• The Cost of Silence Across the Business／Telecommunications Gap = 18
• A Business／Telecommunications Career Map = 19
• Innovation and Globalization = 20
• Telecommunications and Business Innovation = 20
• The New Gross Information Product = 23
• Telecommunications and International Development = 24
• Telecommunications in Developing Countries = 25
• Networks : The Core Technology = 26
• Summary = 27
• Selected References = 28
• Review Questions = 29
• Assignments and Questions for Discussion = 30
• Minicase 1-1 THEi : Reinventing a Company = 32
• Minicase 1-2 Shearson Lehman : Streamlining Workflows = 35
• Minicase 1-3 California State Government : Telecommuting = 38
• Minicase 1-4 "Telestroika" : Hungary's National Telecommunications Policy = 41
• 2 Telecommunications Network Fundamentals = 44
• Chapter Overview = 45
• The Technical Foundation fo Telecommunications = 45
• Digital Communications : The Enabler of Modern Technology = 45
• The Components of a Network = 46
• Types of Networks = 48
• Uses of Networks = 52
• Transmission Media = 53
• Bandwidth = 54
• Transmission Speed = 56
• Message Speed Versus Transmission Speed = 58
• Terminals = 60
• Dumb Versus Intelligent Terminals = 60
• Operating Systems = 61
• Other Types of Terminals = 63
• Transmission Links = 64
• Noise = 66
• Nodes and Switches = 68
• Cabling and Switches = 70
• Intelligence in Switches = 70
• Transmission Methods and Procedures = 71
• Protocols = 71
• Duplex and Half-duplex Transmission = 73
• Circuit Switching Versus Packet Switching = 74
• Synchronous and Asynchronous Transmission = 76
• Protocol Converters = 76
• Network Architecture and Standards = 77
• Integration and Standards = 77
• The Architecture as a Blueprint = 78
• Open Systems = 78
• The Open Systems Interconnection (OSI) Reference Model = 79
• Network Topologies = 80
• LANs and WANs : Competitive and Cooperative Technologies = 82
• Summary = 85
• Review Questions = 86
• Assignments and Questions for Discussion = 87
• Minicase 2-1 Terra International : Reaching the Boonies Through VSAT = 89
• Minicase 2-2 Dun and Bradstreet : Extending the WAN to the LAN = 92
• Minicase 2-3 Saving New York State Millions : Building a Massive Network = 94
• Minicase 2-4 International Telecommunications : The View from Volkswagen = 95
• 3 The Telecommunications Decision Sequence = 97
• Chapter Overview = 98
• The Four Core Frameworks for the Telecommunications／Business Decision Sequence = 99
• Step 1 : Define the Right Opportunity : The Telecommunications Business Opportunity Checklist (Core Framework 1) = 101
• Run the Business Better = 101
• Gain an Edge in Existing Markets = 110
• Create Market and Organizational Innovations = 114
• Summary of Step 1 : Think Opportunity, Not Technology = 117
• Step 2 : Identify the Business Capability of the Telecommunications Services Platform Map (Core Frame-work 2) = 117
• Reach = 118
• Range = 119
• Responsiveness = 120
• The Implications of Reach-Range-Responsiveness Interactions = 121
• Step 3 : Identify the Network Design Priorities and Trand-Offs (Core Framework 3) = 122
• Sstep 4 : Make the Economic Case : Quality Profit Engineering (Core Framework 4) = 124
• Profit Management and Alerting Systems = 124
• Traditional Costs = 125
• Quality Premium Costs = 125
• Service Premium Costs = 125
• Long-term Business Infrastructure Costs = 126
• Revenue Improvenments = 126
• Summary : Seeing the Steps as a Process = 126
• All Illustration of the Decision Sequence : Choosing a PC for Business Usage = 127
• Step 1 : Define the Business Opportunity = 127
• Step 2 : Identify the Business Criteria of the Telecommunications Platform = 130
• Step 3 : Identify the Network Design Priorities for Making Trade-offs = 134
• Step 4 : Make the Eccnomic Case = 137
• Summary = 138
• Review Questions = 138
• Assignments and Questions for Discussion = 140
• Minicase 3-1 Conrail, Part A : Turning Losses into Profits = 141
• Minicase 3-2 Conrail, Part B : Cutting Costs Using Telecommunications = 143
• Minicase 3-3 Rosenbluth Travel : The "Global Virtual" Company = 145
• Minicase 3-4 Whirlpool Corporation : Fitting the Management Pieces Together = 147
• Part Two Network Building Blocks = 151
• 4 Terminals and Workstations = 152
• Chapter Overview = 153
• The Roles of Terminals in a Network = 153
• Key Terminal Characteristics = 156
• Input Mode = 156
• Presentation Mode = 157
• Intelligence = 159
• Data Rate／Speed = 160
• Communication Mode = 161
• Control Mechanism = 161
• Configuration = 164
• Mobility = 164
• Types of Terminals and Workstations = 167
• Telephones = 167
• Video Display Terminals = 168
• Optical Recooguition and Scanning Devices = 171
• Teleprinters = 172
• Mincomputers and Mainframe Computers = 173
• Terminal Slection Criteria = 174
• General-Purpose Versus Special-purpose Features = 174
• Intelligence and I Processing Capability = 176
• Type and Form of Output = 177
• User Capabilities and Limitations = 177
• Compatibility with the Reach, Range, and Responsiveness of the Network Platform = 178
• Cost = 180
• Terminal Interfaces to Networks = 180
• Telephone Interfaces = 181
• Data Communications Interfaces = 181
• Virtual Terminal Service = 184
• Summary = 186
• Review Questions = 186
• Assignments and Questions for Discussion = 187
• Minicase 4-1 The Internal Revenue Service : Filing Tax Returns by Touch-tone Phone = 188
• Minicase 4-2 Info／California : Citizen Service at a Kiosk = 190
• Minicase 4-3 Health Link : Point of Sale in the Doctor's Office = 192
• Minicase 4-4 The National Cargo Bureau : PCs at Sea = 194
• 5 Transmission Links = 196
• Chapter Overview = 197
• Transmission Principles = 197
• Transmission Media = 198
• Guided Media = 199
• Unguided Media = 202
• Price／Performance Trends in Media Use = 207
• Multiplexing = 209
• Signal Compression = 213
• Multidrop Lines and Polling = 214
• Transmission Link Systems = 214
• Nodes and Switching = 217
• Switching Devices = 220
• Servers = 222
• Bridges, Routers, and Gateways = 222
• The Roles of Client, Designer, and Implementer with Respect to Transmission Links = 223
• Summary = 224
• Review Questions = 224
• Assignments and Questions for Discussion = 225
• Minicase 5-1 European Payments System Services : The Role of Switches in Improving Network Performance = 226
• Minicase 5-2 Rockwell International : Building a Global Platform = 228
• Minicase 5-3 Analog Devices : Evolving an International Network = 230
• Minicase 5-4 Reliance National : Bridges and Routers for "Mission-critical" Applications = 232
• 6 Transmission Methods = 234
• Chapter Overview = 235
• The Role of Network Transmission Methods = 235
• Communications Protocols = 237
• Connection Establishment Protocols = 238
• Data Transfer Protocols = 239
• Link Control Protocols = 240
• Error Control Protocols = 240
• The Layered Protocol System Concept = 241
• Connection Establishment Methods = 246
• Circuit Switching = 246
• Packet Switching = 247
• Packet-and Circuit-switching Methods Compared = 250
• Fast Packet-switching Methods = 251
• Key Protocols and Transmission Methods = 253
• TCP／IP = 253
• APPN = 255
• DECnet Phase Ⅳ = 256
• AppleTalk = 257
• IPX = 258
• Internetworking the Various Protocols = 258
• Summary = 258
• Review Questions = 259
• Assignments and Questions for Discussion = 260
• Minicase 6-1 University of Miami : Implementing SONET = 261
• Minicase 6-2 Chrysler : Halving Ordering and Shipping Times Through Wireless Communications = 262
• Minicase 6-3 Adaptive Corporation : Getting Ready for Asynchronous Transfer Mode Transmission = 263
• Minicase 6-4 Covia : Linking Private and Public Frame-relay Networks = 265
• 7 Standards and Architecture = 267
• Chapter Overview = 268
• Standards = 269
• Standards-setting Organizations = 273
• International Organization for Standardization (ISO) = 273
• Consultative Committee on International Telegraphy and Telephony (CCITT) = 274
• The American National Standards Institute (ANSI) = 275
• Institute of Electrical and Electronics Engineers (IEEE) = 276
• Vendor／User Standards Organizations = 276
• Open Systems, Integration, and Standards = 277
• Architecture = 279
• Telecommunications Architecture : Protocol Structures = 280
• Physical Layer = 283
• Data Link Layer = 283
• Network Layer = 283
• Transport Layer = 284
• Session Layer = 285
• Presentation Layer = 285
• Application Layer = 285
• SNA : A Proprietary Protocol Structure Architecture = 286
• Internetworking = 287
• Bridges = 288
• Routers = 289
• Gateways = 290
• Telecommunications Architecture : Configuration Structures = 291
• Choosing an Architecture = 293
• Policy 1 : Choice of Architecture Should Not Block Business Initiatives = 294
• Policy 2 : Choice of Architecture Should Allow Response to Competitors = 295
• Policy 3 : Choice of Architecture Should Facilitate Electronic Alliances = 295
• Policy 4 : Choice of Architecture Should Allow Elexibility = 296
• Policy 5 : Choice of Architecture Should Block Third-Party Intrusions = 297
• Policy 6 : Choice of Architecture Should Provide Sufficient International Capability = 297
• Summary = 298
• Review Questions = 298
• Assignments and Questions for Discussion = 299
• Minicase 7-1 Dana Corporation : An Award-winning Manufacturing Network = 300
• Minicase 7-2 Department of Commerce : The Federal Information Processing Standard (FIPS) = 302
• Minicase 7-3 IATA (International Air Transport Association) : Agreeing on Shared Standards = 304
• Minicase 7-4 Compression Labs and PictureTel : Standards-Difficulties Moving from Idea to Actuality = 306
• 8 Types of Networks = 308
• Chapter Overview = 309
• Classification of Networks = 309
• Type of INformation Transmitted = 310
• Type of Underlying Technology = 311
• Type of Ownership = 311
• Geographic Scope = 313
• Type of Topololgy = 314
• Local Area Networks = 316
• LAN Technology = 317
• Ethernet LANs = 318
• Token Ring LANs = 320
• Fiber Distributed Data Interface = 321
• LAN Applications and System Performance Trade-offs = 322
• Wide Area Networks = 323
• WAN Technology and Services = 323
• Public Switched Networks = 325
• Public Switched Network Technology and Services = 326
• Trends in Networks = 329
• Summary = 330
• Review Questions = 330
• Assignments and Questions for Discussion = 331
• Minicase 8-1 Redstone Arsenal : Building a Complex of LANs = 332
• Minicase 8-2 Health One Corporation : Supernetworking = 334
• Minicase 8-3 The Travelers : Integrating Wireless Local Area Networks = 336
• Minicase 8-4 Byer California : Using a Frame-relay Value-added Network = 337
• 9 Networks in Action : Examples of Four Companies = 340
• Chapter Overview = 341
• Texas Instruments : A Global Capability = 341
• The Royal Bank of Canada : Internetworking = 346
• British Airways North America : High-speed Access to the Public Network = 351
• Digital Equipment : Productivity Driven by Networking = 353
• Some General Lessons = 356
• Summary = 357
• Part Three Linking Business and Technology = 359
• 10 Choosing the Right Opportunity = 360
• Chapter Overview = 361
• Running the Business Better = 362
• Managing Distributed Inventories = 362
• Linking Field Staff to Head Office = 364
• Improving Internal Communications = 366
• Improving Decision Information = 372
• Reengineering Processes and Simplifying Organizational Complexity = 374
• How New Technology Can Transform a Problem into an Opportunity = 375
• Gaining an Edge in Existing Markets = 376
• Putting a Workstation in the Customer's Office = 379
• Putting a Workstation in the Customer's Home = 380
• Differentiating a Product via Telecommunications = 382
• Improving Ease of Access = 384
• Providing a New Level of Government Responsiveness = 385
• Making It Easy to Handle Transactions = 385
• Creating Sources of Market Innovation = 386
• Launching Preemptive Strikes = 387
• Creating New Services by Piggybacking = 392
• Summary = 394
• Review Questions = 394
• Assignments and Questions for Discussion = 395
• Minicase 10-1 U. S. Defense Department and CIA : Turning Swords into Electronic Ploughshares = 397
• Minicase 10-2 Fidelity Investments : Telecommunications and Market Innovation = 399
• Minicase 10-3 JC Penney : Working with Far East Suppliers As If They Were Next Door = 401
• Minicase 10-4 Mexico : The Growth Opportunity of the Telecommunications Industry = 403
• 11 Defining the Telecommunications Platform = 405
• Chapter Overview = 406
• The Business Forces Driving the Need for Integration = 406
• The "Network from Hell" : The Challenges of Integration = 409
• Reach, Range, and Responsiveness = 410
• Reach = 411
• Range = 415
• Responsiveness = 423
• The Customer's Perspective on the Business Platform = 426
• Moving the Platform from Idea to Implementation = 429
• Dealing with Multitech Chaos = 430
• Ending the Chaos = 432
• Summary = 434
• Review Questions = 435
• Assignments and Questions for Discussion = 435
• Minicase 11-1 Sea-Land : Client／Server Networking for Seaports = 437
• Minicase 11-2 Towers Perrin : Building a Global Voice Messaging System = 439
• Minicase 11-3 Maryland State Government : Electronic Benefits Systems = 441
• Minicase 11-4 Progressive Insurance : Reengineering Instead of Automating = 443
• 12 Making the Economic Case = 445
• Chapter Overview = 446
• Why Spend Money on Telecommunications? = 446
• Competitive Advantage Is Not A Convincing Economic Model = 449
• Profit as the Top Line = 452
• The Economic Realities of the 1990s = 454
• Deregulation = 455
• Globalization = 457
• Overcapacity = 459
• Quality Profit Engineering = 460
• Management Alerting Systems : Managing the Top Line = 460
• Traditional Costs = 462
• Quality and Service Premiums = 464
• Improving Revenues = 465
• Summary = 465
• Review Questions = 466
• Assignments and Questions for Discussion = 467
• Minicase 12-1 American Stanard : Measuring Business Value = 468
• Minicase 12-2 United Parcel Service : Catching Up to Federal Express = 470
• Minicase 12-3 Nordstrom : Linking to Suppliers Simply and Cheaply = 473
• Minicase 12-4 City of Hope National Medical Center : A Fiber LAN for Productivity = 475
• 13 Case Study : Landberg Dairies = 477
• Chapter Overview = 478
• Landberg Dairies : Profile of the Business = 478
• The Research Study = 480
• Landberg's Marketplace = 483
• Tier 1 : The Multiples = 485
• Tier 2 : The Smaller Stores = 488
• Predicting the Future Business Environment = 490
• Landberg's Cost and Profit Structures = 491
• Production and Distribution = 491
• Management Information Needs and Resources = 492
• IT in Landberg Dairies = 493
• Recommendations for Landberg's IT Strategy = 494
• Recommendation 1 : Position for Central Distribution = 494
• Recommendation 2 : Position for a Two-tier Customer Base = 495
• Recommendation 3 : Get Administration and IT Costs Out of the Dairies = 496
• Recommendation 4 : Schedule Dairy Production and Trunking Across the Entire System = 498
• Recommendation 5 : Meet the Individual Information Needs of Managers = 500
• Recommendation 6 : Develop a "No-Surprise" Service Capability = 502
• The Recommended Telecommunications Platform = 503
• Reach = 503
• Range = 504
• Responsiveness = 504
• Network Design Variables = 505
• Economic Benefits to Landberg = 507
• The Outlook for Landberg = 508
• Summary = 508
• Review Questions = 509
• Assignments and Questions for Discussion = 510
• Part Four Managing the Telecommunications Resource = 511
• 14 The Telecommunications Industry = 512
• Chapter Overview = 513
• Telecommunications : The New Equivalent of the Automotive Industry = 513
• The U. S. Telecommunications Service Industry : Core Local Services = 519
• The Regional Bell Operating Companies = 519
• The Economics of Local Telecommunications Services = 520
• The Long-distance Carriers = 524
• The Business Market for Long-distance Providers = 525
• Serving Consumers of Long-distance Services = 527
• The Next Ten Years in the Long-distance Market = 528
• Differentiated Services = 528
• Value-added Networks = 528
• information Providers = 529
• Satellite Services in the United States = 530
• Wireless Services = 530
• Cellular PC Technology = 531
• The International Services Industry = 532
• International Satellite Services = 533
• The Growth Opportunity of International Telecommunications = 534
• Nontransmission Facilities = 535
• Switches = 535
• The LAN-related Equipment Market = 536
• The Telecommunications Software Market = 537
• Summary = 538
• Review Questions = 539
• Assignments and Questions for Discussion = 540
• Minicase 14-1 The Gang of Five : 100 mbps to the Desktop = 541
• Minicase 14-2 Hong Kong and Singapore : Competition in Southeast Asia = 543
• Minicase 14-3 Cisco : Keeping Product Leadership = 545
• Minicase 14-4 Washington International Telport : A New Communications "Retailer" = 547
• 15 Managing Network Design = 549
• Chapter Overview = 550
• The Designer's Role = 550
• Key Design Variables = 551
• Capability = 551
• Flexibility = 554
• Quality of Service = 555
• Cost = 557
• Trade-offs Among the Design Variables = 558
• Policy Issues Influencing Design Choices = 559
• Degree of Change = 560
• Choice of Vendors = 561
• Telecommunications Platform Architecture = 563
• The Planning Horizon = 564
• Level of Risk = 565
• Improved Network Design Through Total Quality Management = 566
• Summary = 570
• Review Questions = 570
• Assignments and Questions for Discussion = 571
• Minicase 15-1 Bank of the West : Downsizing to LANs = 573
• Minicase 15-2 WHDH-TV : Getting the News Out = 575
• Minicase 15-3 The National Retail Federation's 1992 Convention : Future Technology for Stores = 577
• Minicase 15-4 Southwestern Bell : Designing a 125-Mile Fiber-optic Single-building Network = 579
• 16 Total Quality Operations = 581
• Chapter Overview = 582
• The Scope of Telecommunications Operations Management = 582
• Quality-of-service Factors = 585
• Availability = 585
• Reliability = 587
• Security = 588
• Accessibility = 589
• Total Quality Management of Network Operations = 590
• Ascertaining Customer Requirements = 590
• Linking Operations Processes to Customer Requirements = 594
• Teams and Continuous Process Improvement = 596
• Daily Management System for Operations = 598
• Process and Performance Comparisons = 603
• Network Management Tools = 605
• Summary = 606
• Review Questions = 606
• Assignments and Questions for Discussion = 607
• Minicase 16-1 American Airlines : The Great Fare Wars of 1992-Down Goes the Network = 609
• Minicase 16-2 Motorola : Making Internetworking Secure = 611
• Minicase 16-3 European Public Data Networks : Service Quality = 613
• Minicase 16-4 The Industrial Bank of Japan International : Linking the Back Office to the Dealing Room = 615
• 17 Managing Costs = 618
• Chapter Overview = 619
• Telecommunications Budgets = 619
• The Service-Cost Double Bind = 620
• Instituting Standards : Avoiding Multitechnology Chaos = 622
• Defining Versus Implementing a Standard = 623
• Public Versus Private Networks = 626
• Relationships with Vendors = 627
• Multisourcing = 627
• Choosing Technologies = 628
• Choosing Vendors = 629
• Exploiting Distributed Systems and Location-independence = 630
• Fitting the Pieces Together = 630
• Summary = 632
• Review Questions = 632
• Assignments and Questions for Discussion = 633
• Minicase 17-1 Laura Ashley : Outsourcing Distribution = 634
• Minicase 17-2 Missouri Division of Data Processing and Telecommunications : Saving Money by Never Buying a Switch = 636
• Minicase 17-3 Electronic Mail : Counting the Hidden Costs = 638
• Minicase 17-4 Massachusetts Department of Public Utilities : Setting ISDN Rates = 640
• Part Five The Telecommunications Career Agenda = 643
• 18 Telecommunications Management and the Organization = 644
• Chapter Overview = 645
• The Evolution of Computers and Telecommunications in Organizations = 645
• The Evolution of Information Services and Telecommunications = 647
• Pricing and Allocations = 652
• Development, Service, and Operations = 656
• Summary = 658
• Review Questions = 659
• Assignments and Questions for Discussion = 660
• Minicase 18-1 Westinghouse : Merging the Voice and Data Telecommunications Cultures = 661
• Minicase 18-2 Business Communications Review : Survey of Telecommunications Outsourcing = 663
• Minicase 18-3 Sears : A View from the Chief Networking Officer = 665
• Minicase 18-4 Forrester Research : A View of the Network Manager of the 1990s = 669
• 19 Telecommunications and Your Career = 671
• Chapter Overview = 672
• The Four Career Quadrants = 672
• "Wham" Technologies : Trends and Possibilities = 679
• The Priorities of Some Leading Companies = 682
• Norwest Mortgage Inc. = 683
• Rhone-Poulenc = 683
• Kennedy Space Center = 684
• Carnegie-Mellon University = 685
• Pizza Hut = 685
• McDonnell Douglas = 685
• Lawrence Livermore Labs = 685
• Microsoft = 686
• The State of Texas = 686
• Northrop = 686
• Caterpillar = 686
• Summary = 687
• Review Questions = 687
• Assignments and Questions for Discussion = 688
• Minicase 19-1 Korn／Ferry International : Staffing Global Networks = 689
• Minicase 19-2 Kash n' Karry : Jobs of the Future in the Food Store of the Future = 692
• Minicase 19-3 Rohm and Haas : Building Skils for the New Era of Client／Server computing = 694
• Minicase 19-4 Baxter Healthcare Corporation : Moving from Network Efficiency to Business Effectiveness = 696
• Product Summary Appendix = 698
• Glossary = 710
• References and Bibliography = 727
• Index = 734