559 Index A activity-based theory 1, 7-9, 31, 47-48 Agency Theory 308, 353, 356, 358, 385 Application Service Providers (ASPs) 328 Architecture Question 190 assets 2, 4-5, 8, 24-25, 38, 42, 45-47, 66-67, 69-70, 79, 81, 85, 91, 96, 109, 111, 130-131, 134, 148, 156-157, 180, 194-195, 200-201, 204, 216-217, 222-224, 235, 242-243, 245, 249, 252, 265, 269, 271, 276, 278-279, 285, 288, 296-297, 300, 303-304, 306-308, 310, 312, 317, 319-320, 327, 334, 347, 349-351, 353, 371-372, 377, 382-383, 395, 403, 408, 416, 434-435, 440, 446, 485 asymmetry shrinker 72 automobile service 480, 488 B B2B (Business-to-Business) 115, 293 back-office functions 128, 186 balanced scorecard 42, 66, 212, 257, 274, 281-284, 381 banking 17, 121, 152, 185, 201, 204, 214-215, 364, 450, 453, 458, 491 Barras RPC model 453 boundary objects 6, 88, 101, 283, 350 business concept model 417 Business Direction 51, 54, 69, 79, 143, 146-147, 159, 180, 189, 267, 425, 443 business enterprise 98, 198, 221, 224 business innovation 2-3, 61, 154, 237, 310, 358, 363, 406, 411-412, 415, 419, 421, 425, 427-428, 430-432, 437, 439-440, 443-444 process 413-414, 418-419, 443, 453, 457, 459, 482, 486 product 29, 60-61, 68, 100, 102, 139, 413-414, 445, 453, 457, 467, 486, 489, 492 radical 420, 459, 493 service 3, 9, 13, 31, 35, 47, 84, 96, 98, 100-102, 109, 112-114, 116-118, 126, 129, 133-134, 136-138, 157, 176, 194, 216, 325, 329, 403, 407, 412-414, 419, 438, 441, 444, 448-453, 455-456, 459-467, 470-475, 477-478, 480, 483-484, 486-492 business intelligence 84, 88-89, 104, 224, 249, 278, 293, 429, 442 business model design 139, 233, 235-236, 250, 254, 417 Business Outcome Monitoring (BOM) 209 Business Process Management (BPM) 225, 379 maturity 229, 249 Business Unit (BU) 192, 194 Business Value Model 150-152, 180 C capabilities-based strategy 45-46, 78-79, 221 Capability Maturity Model 153, 230, 340 Cash cows 60 Cassidy Model 255-256 causal ambiguity 201, 217, 300, 302 Chief Information Officers (CIO) 315 leadership 185-186, 194-195, 216, 218, 369, 377, 385-386, 394-395, 400, 403, 407, 409 management roles 378 position 387, 390 wisdom 393, 408 client interface 450, 486 Clouds 328, 367 codification 6, 22, 345, 363 communities of practice 5-6, 87-88, 101, 350 Community Based Innovation (CBI) 475 Competitive Forces 16, 47, 51, 56-59, 79, 87, 267 competitive strategy 33, 35, 62-63, 81-82, 138, 182, 219, 235, 253, 446
contracts 5-6, 73, 88, 202, 294, 301, 308, 313, 316, 318, 328, 333-334, 336-337, 345, 347-348, 350-354, 356, 360, 372-374, 379, 382, 384, 400, 405-406, 471 Contractual Theory 352, 356, 358, 384 core competence 96, 104, 115, 138, 193, 200, 213, 348, 354, 361 corporate governance compliance 35-36, 290, 292 corporate parenting role 38, 193 corporate strategy 33, 35, 38-39, 66-67, 78, 80-82, 99, 182, 192-196, 198, 201, 204-206, 212, 218, 223-224, 232-233, 281, 290, 292, 314, 320, 322-323, 428, 432, 434-435 creative destruction 72, 97 customer complaint handling 166, 173 customer experience 26, 66, 106-107, 115-116, 119, 123-126, 130, 133, 144, 195, 206, 208, 221, 241, 244, 369, 379, 381, 414-416, 419-420, 441, 449, 464-466, 478, 485, 487 customer participation 109, 116-117, 125, 158, 181, 441, 448-449, 464, 470-471, 475, 477, 479, 481, 489, 493 Customer Relationship Management (CRM) 70, 291 customer value propositions 35, 67-69, 134, 143, 153, 194, 208, 239, 286-290, 292, 413 D data mining 89, 422, 429 Data Processing (DP) 161-162 Dead dogs 60 Deep Blue 95 deviation amplification 149 distribution channel 18, 66, 72-73, 111, 133, 236, 419, 435, 450 drivers 8, 11, 46-48, 75-77, 100, 102, 232, 243, 246, 310, 415, 434-436, 439, 444, 484 dynamic capabilities 3-4, 7, 46-47, 70, 79-80, 82-83, 85, 96, 98-100, 102-104, 111-112, 115, 150, 154, 157, 182-183, 188, 190, 200, 216-219, 221, 224-225, 228-229, 234, 252, 254, 300, 324, 385, 402-403, 407, 409, 447-449, 462, 480-482, 488, 490, 492 E e-business models 1-2, 14, 18-19, 26-29, 31-32, 34, 36 E-Commerce 18, 158, 160, 174, 291, 451 embeddedness 32, 300, 477 end-user support 331-332 enterprise architecture 156-157, 180, 190, 196, 198, 201, 206, 213, 216, 219-222, 225, 232, 237-244, 246-256, 258-260, 264-265, 268, 270, 274, 278, 280, 291, 405-406, 447 Open Group 242, 254 Ross-Weill-Robertson 240 Spewak methodology 255, 258 Zachman framework 237-238 Enterprise Integration Group (EIG) 231 Enterprise Technology Architecture (ETA) 246 Enterprise-wide Resource Planning (ERP) 20 entrepreneurship 81, 96-97, 102, 104-105, 371, 455 Environmental Analysis 52, 61-62, 79, 267, 427 e-strategy 1, 14, 18, 26-28, 71-72, 75, 77, 79 evolutionary growth model 84-85 Extension Model 17-18 external domain 148, 194 F firm boundaries 324, 350-351, 356, 358, 363, 367, 384 fitness 36, 39, 46, 50, 149, 200, 217, 221-223, 231, 235, 249-250, 335, 358, 363, 442, 448 Five Forces framework 47 G gap analysis 201, 243-244, 250, 255, 263, 265, 278, 290-291 genetic variance 150 global computer services 474, 482, 488 Global Information Management (GIM) 213 globalization 213, 215, 217, 340, 342-343, 362, 364, 411, 431, 440, 444 goods-dominant (G-D) logic 107 governance corporate 35-36, 78, 82, 186, 189, 194-195, 208, 285, 290, 292, 371-372, 379, 406 outsourcing 372, 379, 382-384, 405, 409 H Human Resource Management (HRM) 199 hybrid managers 392 I industry foresight 45 Information Behaviours and Values (IBV) 426 Information broker 27 Information Management Practice (IMP) 426 560
Information Systems (MIS) 161 Information Technology Practice (ITP) 426 innovation framework 432, 434, 437 management 33, 60, 68, 139, 241, 276, 289, 441-442, 444, 467, 477, 489-490, 492 open 112, 133, 135, 299, 435, 439-440, 444-445, 464, 473, 486, 489 intellectual capital 32, 95, 98, 436, 446 internal domain 148 Internal Rate of Return (IRR) 271 IT management 20, 78, 81, 157, 204, 213-215, 217, 246, 248, 256, 270, 279, 310, 327, 333, 338, 361, 370-371, 377, 382, 394, 405, 412, 430, 432, 444-445 innovation 432 IT Portfolio Management (ITPM) 269, 278 IT strategy 1, 18, 36-37, 67, 71, 77-79, 141-146, 148-149, 152-153, 157-158, 168, 175, 180, 185-187, 189-195, 201-202, 204-205, 208, 212-216, 223, 237, 255, 264-265, 267-269, 281, 286-287, 290-292, 361, 405, 439 alignment 193 elements 2, 4, 9-14, 59-60, 70-71, 73-74, 128, 141-146, 149-150, 157-164, 166-181, 183, 186-187, 189, 194, 200-201, 204-205, 216, 238-239, 247-248, 251, 256, 258-260, 263-269, 283, 304-306, 308, 312, 316, 320-321, 323, 332, 339-340, 344, 346, 349-350, 361, 364, 366, 370, 377-378, 386, 392-393, 396-397, 400-401, 403, 406, 422-425 evolution 2, 4, 9-14, 59-60, 70-71, 73-74, 128, 141-146, 149-150, 157-164, 166-181, 183, 186-187, 189, 194, 200-201, 204-205, 216, 238-239, 247-248, 251, 256, 258-260, 263-269, 283, 304-306, 308, 312, 316, 320-321, 323, 332, 339-340, 344, 346, 349-350, 361, 364, 366, 370, 377-378, 386, 392-393, 396-397, 400-401, 403, 406, 422-425 governance 78-79, 148, 154, 156, 186, 189-191, 196, 198, 201, 203-204, 206-210, 212-216, 219-220, 238, 244, 248, 255, 257-259, 263-264, 268, 270, 273-275, 278-280, 286, 291, 296, 307, 322, 369-372, 377-379, 381, 385-386, 401, 404-405, 407-409, 432 outsourcing 81, 299-300, 307, 309-310, 312, 317, 321-323, 326-327, 329, 333-338, 345-346, 348, 350-366, 372, 375, 382-384, 386-389, 407 resources 4, 31, 141, 150-152, 156, 188-190, 198-200, 211, 215, 217, 269, 299-300, 304, 306-310, 312, 320-321, 327, 332, 338, 350, 361-362, 370, 394 success factors 145 J Journey Model 17 K knowledge creation 5, 70, 84-85, 95-96, 104, 163, 223, 438-439, 444, 446, 454-455, 472, 480, 483 defined 85 explicit 6-7, 64, 96, 428, 436, 454 management 2-3, 19, 22, 31-32, 53, 64, 70-71, 82, 85, 92-93, 99, 102-104, 143, 158-160, 163, 166, 172-174, 177, 181, 184, 224-225, 234, 249, 252-253, 268, 282, 339, 345, 380, 393, 406, 412-413, 421, 425, 427-429, 434, 436-439, 442-444, 446, 480-482, 488, 492 tacit 6-7, 45, 64, 110, 301, 400-401, 436, 439, 441-442, 454, 470, 486 worker 95 Knowledge Analysis 52, 61, 79, 267 knowledge-based theory 1, 3, 5, 7, 31-32, 80, 86, 98, 101, 106, 350 Knowledge brokers 6, 88 Knowledge Intensive Business Services (KIBS) 448, 453, 486 knowledge organizations 84-87, 91-93, 101, 103 stages of growth 91-92 L Lakshmanan-Mills model 452 Leavitt s diamond 69-70, 161 Life Cycle Management (LCM) 479, 487 M Market Strategy 37-38, 51, 56, 79, 142, 267 multi-agent framework 458-459, 461, 486 N Near decomposability 150 Neo-Classical Economic Theory 351, 361 net integrators 24-25 Net Present Value (NPV) 271 network externalities 72, 235 New Product Development (NPD) 467 New Service Development (NSD) 464, 472, 486 O on-demand 328-329, 362 On Line Analytical Processing 89 561
Online marketplace 27 operant resource 3, 110, 115-116, 221, 462, 483 operant resources 100, 104, 106, 111-112, 115-116, 132, 137, 152, 493 Operational Effectiveness (OE) 8 Organizational Project Management (OMP) 206 Organizational translators 6, 88 outsourcing global 312, 318, 322, 340-342, 364 transformational 313, 323, 325, 337-339, 362, 366 P Partner Model 310 Partnership and Alliance Theory 353, 356, 358 path dependencies 300, 346, 363 Platform Model 310 Portal 28, 292 Process Orientation (PO) 230 Product leadership 66, 203, 222, 239, 413-414 Product Portfolio Analysis 51, 59-61, 79, 267, 276 Profit and Loss (P&L) 192 program management 155, 180, 198, 206-208, 210, 214, 216, 232, 255, 259, 286, 292, 433, 438 program planning 207, 255, 264-265 pure play e-services 18 R Realization Model 17 regulatory management 68, 290 Relational Exchange Theory 354, 356, 358, 384 Renewal Model 17 Requisite complexity 149 resource-based theory 1-3, 5, 8-9, 30-31, 43, 95, 200, 299-300, 303, 306-308, 348-349, 356, 384, 427 resources inside-out 4, 304, 321, 440, 473 outside-in 4, 133, 304-305, 321, 427, 439-440, 470, 487 spanning 4, 88, 101, 188, 215, 224, 226, 304-305, 321, 343, 350, 371, 403 resource value 302 retail 9, 17, 76, 130, 185, 201, 210-211, 214-215, 241, 421, 466, 491 S Scalable Model 310 science research 483 service architecture 118, 126-128, 133-134, 139, 257, 277 concept 35, 106-107, 116-120, 126, 129-131, 133-134, 136, 142-143, 223, 236-237, 450-451, 464, 467, 472, 486 design 117-119, 122-124, 126-127, 129, 133-134, 136-137, 139, 464, 466, 469-470, 479, 484-485, 487, 490, 492 encounter triad 120-121 science 106, 109, 113, 126, 135-138, 225, 252, 297, 366, 441, 449, 483-484, 489, 491 system 107, 112-118, 122-123, 126-128, 132-133, 135, 137, 225, 281, 293-294, 296-297, 356, 358, 366, 485, 487 service blueprint 118, 133, 464, 466, 487 service development 46, 68, 110, 117-118, 126, 128, 134-135, 137, 158, 181, 185, 200, 215, 276, 448, 460, 462-464, 466-468, 470, 472-475, 477-479, 486-487, 489-492 service-dominant logic 100, 104, 106, 108-109, 132, 134, 137-138, 251, 325, 329, 356, 363, 455, 473, 486, 491-493 Service-Dominant Logic (S-DL) 106, 108 foundational premises 111 service engineering 135, 138, 448, 467-469, 479, 487-488, 492 service governance model 369-370, 379-380, 409 service-profit chain 136, 223, 252, 408, 490 Service quality gaps model 121-122 service systems model 294 service value web 464-465, 471, 486 Social Exchange Theory 355-356, 358, 365, 384 socialization theory 398 sourcing 2, 30-31, 59, 196, 198, 201-202, 204, 206-207, 212, 215-216, 218, 257, 268, 299, 309-311, 315, 317-320, 322-334, 337, 343, 348, 351, 356, 358, 360-365, 385 de factor insourcing 328 insourcing 309, 323, 328-329, 332-333, 335, 345 selective outsourcing 328-329, 331, 335, 345, 347 subcontracting 59, 327 562
563 Stakeholder Theory 77, 79, 82, 355-356, 366, 385 Stars 52, 60 strategic alignment 35, 37, 42, 67, 79, 141-142, 145-150, 152-157, 180-183, 194-195, 198, 202-203, 215-218, 222, 238, 247-248, 251-252, 259, 263, 279, 281-284, 286, 296, 361, 369, 405, 408, 432, 443, 446, 449 Strategic Alignment Maturity (SAM) model 141-142 Strategic Information Systems (SIS) 161 strategic knowledge 86 strategic management 2-3, 14, 31-33, 35, 39-40, 42-43, 46, 62, 77-78, 80-83, 103-104, 131, 158, 180-183, 185-187, 216-219, 240, 253-254, 276, 278-279, 282, 300-301, 308, 322-324, 355, 366, 369, 408-409, 442, 447, 483, 490, 492 strategic planning 35, 39-42, 48-50, 64-65, 78, 80-82, 118, 141, 145, 155, 157, 180-181, 185, 191, 194-199, 202-203, 205, 212, 217-218, 255-256, 259, 264-265, 269-270, 275-280, 284, 310, 328, 334, 402, 433, 438, 446 Strategic Process Alignment (SPA) 232 Strategic Question 189-190 strategy document 267-268, 361 Strategy Execution Alignment 202-203 strategy map 36, 42, 65-70, 79, 152-154, 222, 231-232, 237, 254, 257, 281-282, 284, 286-287 Strengths, Weaknesses, Opportunities, and Threats (SWOT) 257 T telecommunication 12 time-compression diseconomies 300 time moderation 72 Total Cost of Ownership (TCO) 203, 269 Transaction broker 27-28 Transaction Cost Theory 308, 351, 356, 384 U Unified Service Theory (UST) 108, 132 Universality 72-73 V Valuable, Rare, Inimitable, and Non-substitutable (VRIN) 3, 300 value chain 8-10, 12-13, 24-25, 28-29, 31-32, 45, 47-48, 82, 119, 123, 138, 158, 167, 183, 203, 225, 232, 235, 242, 244, 249, 253, 261, 403, 430-431, 436, 438, 446, 485 value co-creation 12-13, 26, 93, 106-107, 110, 112-113, 116-117, 122, 124, 126, 132-133, 138, 141-142, 157-158, 235, 281, 293-294, 296-297, 356, 358, 405, 448, 452-454, 463, 465, 470, 474, 482, 486-487 value configuration 1, 8-9, 11, 13-15, 18, 29, 31, 36-37, 78, 142, 158, 167-168, 181, 186, 203, 236, 268, 278 value creation 31, 33, 36, 42, 68, 92, 98, 101, 107, 112, 116, 126-127, 130-131, 135-136, 141-142, 152, 154, 157, 159, 180, 185-187, 193-194, 203, 216, 221-223, 225-226, 231, 233-236, 239-240, 249-250, 261, 272, 278, 337, 366, 379-381, 403, 406, 418, 421, 446, 473, 489, 492-493 value-in-exchange 281, 294 value-in-use 116, 144, 281, 294-296, 474 value network 9-14, 29, 31, 111-112, 132-133, 158, 167-168, 203, 233-235, 250, 329, 362, 369, 380, 405, 416, 425, 427, 479 value shop 9-14, 29, 31, 158, 167-168, 203 Virtual community 19, 23-24, 27-29, 477, 482, 487 Virtual storefront 27 visioning 256, 310 W Wild cats 52, 60 wisdom 88, 94-95, 347, 393, 408 X X model 51, 53-55, 267