This is a required assignment, worth 100 points, and must be submitted by the due date. Late assignments will not be accepted.
Provide a reflection of at least 500 words (or 2 pages double spaced) of how the knowledge, skills, or theories of this course have been applied or could be applied, in a practical manner to your current work environment. If you are not currently working, share times when you have or could observe these theories and knowledge that could be applied to an employment opportunity in your field of study.
Requirements:
Provide a 500-word (or 2 pages double spaced) minimum reflection.
Use of proper APA formatting and citations. If supporting evidence from outside resources is used those must be properly cited.
Share a personal connection that identifies specific knowledge and theories from this course.
Demonstrate a connection to your current work environment. If you are not employed, demonstrate a connection to your desired work environment.
You should not provide an overview of the assignments assigned in the course. The assignment asks that you reflect on how the knowledge and skills obtained through meeting course objectives were applied or could be applied in the workplace.
SYSTEMS ANALYSIS and DESIGN
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SYSTEMS ANALYSIS and DESIGN
E I G H T H E D I T I O N
KENNETH E. KENDALL Rutgers University
School of Business–Camden Camden, New Jersey
JULIE E. KENDALL Rutgers University
School of Business–Camden Camden, New Jersey
Prentice Hall Boston Columbus Indianapolis New York San Francisco
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To the memory of Julia A. Kendall and the memory of Edward J. Kendall,
whose lifelong example of working together will inspire us forever.
Editorial Director: Sally Yagan Editor in Chief: Eric Svendsen Executive Editor: Bob Horan Editorial Project Manager: Kelly Loftus Editorial Assistant: Jason Calcano Director of Marketing: Patrice Lumumba Jones Senior Marketing Manager: Anne Fahlgren Senior Managing Editor: Judy Leale Associate Production Project Manager: Ana Jankowski Senior Operations Supervisor: Arnold Vila Senior Art Director: Steve Frim
Text and Cover Designer: Jill Lehan Cover Art: Richard Kalina, “Carthage” collage, acrylic, flashe on linen: © 2006 Media Project Manager: Lisa Rinaldi Media Editor: Denise Vaughn Full-Service Project Management/Composition: S4Carlisle Publishing Services, Inc. Printer/Binder: Courier/Kendallville Cover Printer: Lehigh-Phoenix Color/Hagerstown Text Font: 10/12 Times
Library of Congress Cataloging-in-Publication Data Kendall, Kenneth E. Systems analysis and design / Kenneth E. Kendall, Julie E. Kendall. — 8th ed.
p. cm. Includes bibliographical references and index. ISBN-13: 978-0-13-608916-2 ISBN-10: 0-13-608916-X 1. System design. 2. System analysis. 3. Systems programming (Computer science) I. Kendall, Julie E., II. Title.
QA76.9.S88K45 2010 005.4’2—dc22 2009031275
“Carthage” © 2006 Richard Kalina, used with permission from the artist. Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on appropriate page within text.
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COMPANY TRADEMARKS
Apple and Macintosh are registered trademarks of Apple Computer. 1Password is a registered trademark of Agile Web Solutions. Bento is a registered trademark of FileMaker. Dragon NaturallySpeaking is a registered trademark of Nuance. Dreamweaver, Adobe Flash, and FormFlow are registered trademarks of Adobe Systems Incorporated. DEVONagent and DEVONthink Professional Office are registered trademarks of DEVONtechnologies. Firefox is a trademark of the Mozilla Foundation. Freeway Pro is a registered trademark of Softpress Systems. HyperCase is a registered trademark of Raymond J. Barnes, Richard L. Baskerville, Julie E. Kendall, and Kenneth E. Kendall. Microsoft Windows, Microsoft Access, Microsoft Word, Microsoft PowerPoint, Microsoft Project, Microsoft Excel, and Microsoft Visio are regis- tered trademarks of Microsoft Corporation. OmniFocus is a registered trademark of The Omni Group. OmniGraffle and OmniPlan are registered trademarks of The Omni Group. OmniPage is a trademark of Nuance. Palm is a registered trademark of Palm, Inc. ProModel and Service Model are registered trademarks of ProModel Corporation. Things is a registered trademark of Cultured Code. VMware Fusion is a registered trademark of VMware. Visible Analyst is a regis- tered trademark of Visible Systems Corporation. WinFax Pro and Norton Internet Security are registered trademarks of Symantec. Yojimbo is a registered trademark of Bare Bones Software. Other product and company names mentioned herein may be the trademarks of their respective owners. Companies, names, and/or data used in screens and sample output are fictitious unless otherwise noted.
v
BRIEF CONTENTS
PART I SYSTEMS ANALYSIS FUNDAMENTALS 1 SYSTEMS, ROLES, AND DEVELOPMENT METHODOLOGIES 1 2 UNDERSTANDING AND MODELING ORGANIZATIONAL SYSTEMS 24 3 PROJECT MANAGEMENT 56
PART II INFORMATION REQUIREMENTS ANALYSIS 4 INFORMATION GATHERING: INTERACTIVE METHODS 103 5 INFORMATION GATHERING: UNOBTRUSIVE METHODS 131 6 AGILE MODELING AND PROTOTYPING 155
PART III THE ANALYSIS PROCESS 7 USING DATA FLOW DIAGRAMS 193 8 ANALYZING SYSTEMS USING DATA DICTIONARIES 228 9 PROCESS SPECIFICATIONS AND STRUCTURED DECISIONS 259
10 OBJECT-ORIENTED SYSTEMS ANALYSIS AND DESIGN USING UML 281
PART IV THE ESSENTIALS OF DESIGN 11 DESIGNING EFFECTIVE OUTPUT 329 12 DESIGNING EFFECTIVE INPUT 371 13 DESIGNING DATABASES 403 14 HUMAN-COMPUTER INTERACTION 441
PART V QUALITY ASSURANCE AND IMPLEMENTATION 15 DESIGNING ACCURATE DATA ENTRY PROCEDURES 485 16 QUALITY ASSURANCE AND IMPLEMENTATION 515
GLOSSARY 557 ACRONYMS 565 INDEX 566
vi
CONTENTS
PART I SYSTEMS ANALYSIS FUNDAMENTALS
1 SYSTEMS, ROLES, AND DEVELOPMENT METHODOLOGIES 1
Types of Systems 2 Transaction Processing Systems 2 / Office Automation Systems and Knowledge Work Systems 2 / Management Information Systems 3 / Decision Support Systems 3 / Artificial Intelligence and Expert Systems 3 / Group Decision Support Systems and Computer- Supported Collaborative Work Systems 3 / Executive Support Systems 4
Integrating Technologies for Systems 4 Ecommerce Applications and Web Systems 4 / Enterprise Systems 5 / Systems for Wireless and Mobile Devices 5 / Open Source Software 5
Need for Systems Analysis and Design 6
Roles of the Systems Analyst 6 Systems Analyst as Consultant 6 / Systems Analyst as Supporting Expert 6
Consulting Opportunity 1.1 Healthy Hiring: Ecommerce Help Wanted 7 Systems Analyst as Agent of Change 7 / Qualities of the Systems Analyst 8
The Systems Development Life Cycle 8 Incorporating Human-Computer Interaction Considerations 9 / Identifying Problems, Opportunities, and Objectives 9 / Determining Human Information Requirements 10 / Analyzing System Needs 10 / Designing the Recommended System 11 / Developing and Documenting Software 11 / Testing and Maintaining the System 11 / Implementing and Evaluating the System 11
MAC APPEAL 12 The Impact of Maintenance 12
Using Case Tools 14
The Agile Approach 14 Developmental Process for an Agile Project 15
Object-Oriented Systems Analysis and Design 17
Choosing Which Systems Development Method to Use 19 SUMMARY 19 HYPERCASE® EXPERIENCE 1 20 KEYWORDS AND PHRASES 21 REVIEW QUESTIONS 21 SELECTED BIBLIOGRAPHY 21
CPU CASE EPISODE 1: The Case Opens 23 vii
2 UNDERSTANDING AND MODELING ORGANIZATIONAL SYSTEMS 24
Organizations as Systems 24 Interrelatedness and Interdependence of Systems 25
Consulting Opportunity 2.1 The E in Vitamin E Stands for Ecommerce 26 Virtual Organizations and Virtual Teams 26 / Taking a Systems Perspective 27 / Enterprise Systems: Viewing the Organization as a System 28
Depicting Systems Graphically 29 Systems and the Context-Level Data Flow Diagram 29 / Systems and the Entity- Relationship Model 30
MAC APPEAL 35
Use Case Modeling 35 Use Case Symbols 36 / Use Case Relationships 36 / Developing System Scope 38 / Developing Use Case Diagrams 38 / Developing Use Case Scenarios 38 / Use Case Levels 39 / Creating Use Case Descriptions 43 / Why Use Case Diagrams Are Helpful 43
Levels of Management 43
Consulting Opportunity 2.2 Where There’s Carbon, There’s a Copy 44 Implications for Information Systems Development 45
Organizational Culture 45
Consulting Opportunity 2.3 Pyramid Power 46 SUMMARY 46 HYPERCASE® EXPERIENCE 2 47 KEYWORDS AND PHRASES 48 REVIEW QUESTIONS 48 PROBLEMS 48 GROUP PROJECTS 49 SELECTED BIBLIOGRAPHY 50
CPU CASE EPISODE 2: Picturing the Relationships 51
3 PROJECT MANAGEMENT 56
Project Initiation 56 Problems in the Organization 57 / Defining the Problem 57
Consulting Opportunity 3.1 The Sweetest Sound I’ve Ever Sipped 58 Selection of Projects 61
Determining Feasibility 62 Determining Whether It Is Possible 62
Ascertaining Hardware and Software Needs 63 Inventorying Computer Hardware 64 / Estimating Workloads 64 / Evaluating Computer Hardware 65 / Acquisition of Computer Equipment 66 / Software Evaluation 68
Consulting Opportunity 3.2 Veni, Vidi, Vendi, or, I Came, I Saw, I Sold 70
Identifying, Forecasting, and Comparing Costs and Benefits 72 Forecasting 72 / Identifying Benefits and Costs 72
Consulting Opportunity 3.3 We’re Off to See the Wizards 73 Comparing Costs and Benefits 74
Activity Planning and Control 77 Estimating Time Required 77
viii CONTENTS
Consulting Opportunity 3.4 Food for Thought 78 Using Gantt Charts for Project Scheduling 79 / Using PERT Diagrams 80
Managing the Project 82 Addressing System Complexity 82
MAC APPEAL 83
Managing Analysis and Design Activities 83 Assembling a Team 83 HYPERCASE® EXPERIENCE 3.1 84 Communication Strategies for Managing Teams 84
Consulting Opportunity 3.5 Goal Tending 85 Setting Project Productivity Goals 85 / Motivating Project Team Members 86 / Managing Ecommerce Projects 86 / Creating the Project Charter 87 / Avoiding Project Failures 87
The Systems Proposal 88 Organizing the Systems Proposal 88 / Using Figures for Effective Communication 89 SUMMARY 91 HYPERCASE® EXPERIENCE 3.2 92 KEYWORDS AND PHRASES 93 REVIEW QUESTIONS 93 PROBLEMS 94 GROUP PROJECTS 98 SELECTED BIBLIOGRAPHY 98
CPU CASE EPISODE 3: Getting to Know U 100
PART II INFORMATION REQUIREMENTS ANALYSIS
4 INFORMATION GATHERING: INTERACTIVE METHODS 103
Interviewing 103 Five Steps in Interview Preparation 104 / Question Types 105 / Arranging Questions in a Logical Sequence 107
Consulting Opportunity 4.1 Strengthening Your Question Types 108 Writing the Interview Report 109
Consulting Opportunity 4.2 Skimming the Surface 110
Joint Application Design 111 Conditions That Support the Use of JAD 111 / Who Is Involved? 111 HYPERCASE® EXPERIENCE 4.1 112 Where to Hold JAD Meetings 112
Consulting Opportunity 4.3 A Systems Analyst, I Presume? 113 Accomplishing a Structured Analysis of Project Activities 113 / Potential Benefits of Using JAD in Place of Traditional Interviewing 113 / Potential Drawbacks of Using JAD 113
Using Questionnaires 114 Planning for the Use of Questionnaires 114 / Writing Questions 115 / Using Scales in Questionnaires 118 / Designing the Questionnaires 119
Consulting Opportunity 4.4 The Unbearable Questionnaire 120
Consulting Opportunity 4.5 Order in the Courts 121 Administering Questionnaires 122 SUMMARY 122
CONTENTS ix
HYPERCASE® EXPERIENCE 4.2 123 KEYWORDS AND PHRASES 123 REVIEW QUESTIONS 124 PROBLEMS 124 GROUP PROJECTS 127 SELECTED BIBLIOGRAPHY 127
CPU CASE EPISODE 4: I’ll Listen Now, Ask Questions Later 128
5 INFORMATION GATHERING: UNOBTRUSIVE METHODS 131
Sampling 131 The Need for Sampling 132 / Sampling Design 132 / The Sample Size Decision 134
Consulting Opportunity 5.1 Trapping a Sample 135
Investigation 136 Analyzing Quantitative Documents 136
Consulting Opportunity 5.2 A Rose by Any Other Name . . . Or Quality, Not Quantities 137 Analyzing Qualitative Documents 140 HYPERCASE® EXPERIENCE 5.1 141
Observing a Decision Maker’s Behavior 142 Observing a Typical Manager’s Decision-Making Activities 142
Observing the Physical Environment 142 Structured Observation of the Environment (STROBE) 142
Consulting Opportunity 5.3 Don’t Bank on Their Self-Image or Not Everything Is Reflected in a Mirror 145 Applying Strobe 146
MAC APPEAL 147 SUMMARY 148 HYPERCASE® EXPERIENCE 5.2 149 KEYWORDS AND PHRASES 150 REVIEW QUESTIONS 150 PROBLEMS 150 GROUP PROJECTS 152 SELECTED BIBLIOGRAPHY 153
CPU CASE EPISODE 5: Seeing Is Believing 154
6 AGILE MODELING AND PROTOTYPING 155
Prototyping 156 Kinds of Prototypes 156 / Prototyping as an Alternative to the SDLC 157
Developing a Prototype 158
Consulting Opportunity 6.1 Is Prototyping King? 159 Guidelines for Developing a Prototype 159
Consulting Opportunity 6.2 Clearing the Way for Customer Links 160 Disadvantages of Prototyping 160
Consulting Opportunity 6.3 To Hatch a Fish 161 Advantages of Prototyping 161 / Prototyping Using COTS Software 161
Consulting Opportunity 6.4 This Prototype Is All Wet 162 Users’ Role in Prototyping 162
x CONTENTS
Rapid Application Development 163 Phases of RAD 164 / Comparing RAD to the SDLC 165
Agile Modeling 166 Values and Principles of Agile Modeling 166 / Activities, Resources, and Practices of Agile Modeling 168 / The Agile Development Process 171
MAC APPEAL 173 Lessons Learned from Agile Modeling 175
Comparing Agile Modeling and Structured Methods 176 Improving Efficiency in Knowledge Work: SDLC Versus Agile 177 / Risks Inherent in Organizational Innovation 179 SUMMARY 181 HYPERCASE® EXPERIENCE 6 182 KEYWORDS AND PHRASES 183 REVIEW QUESTIONS 183 PROBLEMS 183 GROUP PROJECTS 185 SELECTED BIBLIOGRAPHY 185
CPU CASE EPISODE 6: Reaction Time 186
PART III THE ANALYSIS PROCESS
7 USING DATA FLOW DIAGRAMS 193
The Data Flow Approach to Human Requirements Determination 193 Advantages of the Data Flow Approach 193 / Conventions Used in Data Flow Diagrams 194
Developing Data Flow Diagrams 195 Creating the Context Diagram 195 / Drawing Diagram 0 (The Next Level) 196 / Creating Child Diagrams (More Detailed Levels) 198 / Checking the Diagrams for Errors 198
Logical and Physical Data Flow Diagrams 200 Developing Logical Data Flow Diagrams 202 / Developing Physical Data Flow Diagrams 203 / Partitioning Data Flow Diagrams 206
A Data Flow Diagram Example 207 Developing the List of Business Activities 207 / Creating a Context-Level Data Flow Diagram 208 / Drawing Diagram 0 210 / Creating a Child Diagram 211 / Creating a Physical Data Flow Diagram from the Logical DFD 212 / Partitioning the Physical DFD 213
Partitioning Web Sites 213
Consulting Opportunity 7.1 There’s No Business Like Flow Business 216
Communicating Using Data Flow Diagrams 217 SUMMARY 217 HYPERCASE® EXPERIENCE 7 218 KEYWORDS AND PHRASES 218 REVIEW QUESTIONS 219 PROBLEMS 219 GROUP PROJECTS 221 SELECTED BIBLIOGRAPHY 221
CPU CASE EPISODE 7: Just Flowing Along 222
CONTENTS xi
8 ANALYZING SYSTEMS USING DATA DICTIONARIES 228
The Data Dictionary 228 Need for Understanding the Data Dictionary 229
The Data Repository 229 Defining the Data Flows 230 / Describing Data Structures 231 / Logical and Physical Data Structures 233 / Data Elements 234 / Data Stores 236
Creating the Data Dictionary 238 Analyzing Input and Output 239
Consulting Opportunity 8.1 Want to Make It Big in the Theatre? Improve Your Diction(ary)! 240 Developing Data Stores 241
Using the Data Dictionary 242 Using Data Dictionaries to Create XML 243 / XML Document Type Definitions 244 / XML Schemas 246 HYPERCASE® EXPERIENCE 8 247 SUMMARY 248 KEYWORDS AND PHRASES 248 REVIEW QUESTIONS 248 PROBLEMS 249 GROUP PROJECTS 251 SELECTED BIBLIOGRAPHY 251
CPU CASE EPISODE 8: Defining What You Mean 252
9 PROCESS SPECIFICATIONS AND STRUCTURED DECISIONS 259
Overview of Process Specifications 259 Process Specification Format 260
Structured English 261 Writing Structured English 261
Consulting Opportunity 9.1 Kit Chen Kaboodle, Inc. 263
Consulting Opportunity 9.2 Kneading Structure 264 Data Dictionary and Process Specifications 265
Decision Tables 266 Developing Decision Tables 267
Consulting Opportunity 9.3 Saving a Cent on Citron Car Rental 269 Checking for Completeness and Accuracy 270
Decision Trees 271
Consulting Opportunity 9.4 A Tree for Free 272 Drawing Decision Trees 272
Choosing a Structured Decision Analysis Technique 273 SUMMARY 273 HYPERCASE® EXPERIENCE 9 274 KEYWORDS AND PHRASES 274 REVIEW QUESTIONS 274 PROBLEMS 274 GROUP PROJECTS 276 SELECTED BIBLIOGRAPHY 276
CPU CASE EPISODE 9: Tabling a Decision 277
xii CONTENTS
10 OBJECT-ORIENTED SYSTEMS ANALYSIS AND DESIGN USING UML 281
Object-Oriented Concepts 282 Objects 282 / Classes 282 / Inheritance 283
Consulting Opportunity 10.1 Around the World in 80 Objects 284
CRC Cards and Object Think 284 Interacting During a CRC Session 284
The Unified Modeling Language (UML) Concepts and Diagrams 286
Use Case Modeling 287
Activity Diagrams 290 Creating Activity Diagrams 292
Consulting Opportunity 10.2 Recycling the Programming Environment 293 Repository Entries for an Activity Diagram 294
Sequence and Communication Diagrams 294 Sequence Diagrams 294 / Communication Diagrams 296
Class Diagrams 297 Method Overloading 298 / Types of Classes 299 / Defining Messages and Methods 300
Enhancing Sequence Diagrams 300 A Class Example for the Web 300 / Presentation, Business, and Persistence Layers in Sequence Diagrams 302
Enhancing Class Diagrams 303 Relationships 304 / Generalization/Specialization (Gen/Spec) Diagrams 306
Statechart Diagrams 309 A State Transition Example 310
Packages and Other UML Artifacts 311
Consulting Opportunity 10.3 Developing a Fine System That Was Long Overdue: Using Object-Oriented Analysis for the Ruminski Public Library System 313
Putting UML to Work 313
Consulting Opportunity 10.4 C-Shore�� 315
The Importance of Using UML for Modeling 315
SUMMARY 316 HYPERCASE® EXPERIENCE 10 317 KEYWORDS AND PHRASES 317 REVIEW QUESTIONS 318 PROBLEMS 318 SELECTED BIBLIOGRAPHY 319
CPU CASE EPISODE 10: Classy Objects 320
PART IV THE ESSENTIALS OF DESIGN
11 DESIGNING EFFECTIVE OUTPUT 329
Output Design Objectives 329 Designing Output to Serve the Intended Purpose 329 / Designing Output to Fit the User 330 / Delivering the Appropriate Quantity of Output 330 / Making Sure the Output Is Where It Is Needed 330 / Providing the Output on Time 330 / Choosing the Right Output Method 330
CONTENTS xiii
Relating Output Content to Output Method 330 Output Technologies 331
Consulting Opportunity 11.1 Your Cage or Mine? 335 Factors to Consider When Choosing Output Technology 336
Consulting Opportunity 11.2 A Right Way, a Wrong Way, and a Subway 339
Realizing How Output Bias Affects Users 340 Recognizing Bias in the Way Output Is Used 340 / Avoiding Bias in the Design of Output 341 / Designing Printed Output 341 / Guidelines for Printed Report Design 341
Consulting Opportunity 11.3 Should This Chart Be Barred? 342
Designing Output for Displays 344 Guidelines for Display Design 344 / Using Graphical Output in Screen Design 345 / Dashboards 346 / Widgets and Gadgets—Changing the Desktop Metaphor 347
Consulting Opportunity 11.4 Is Your Work a Grind? 348
Designing a Web Site 348 General Guidelines for Designing Web Sites 348
MAC APPEAL 351
Consulting Opportunity 11.5 A Field Day 356 Maintaining Web Sites 356 / Creating Blogs (Web Logs) 357
Output Production and XML 357 Ajax 358 HYPERCASE® EXPERIENCE 11 360 SUMMARY 360 KEYWORDS AND PHRASES 361 REVIEW QUESTIONS 361 PROBLEMS 362 GROUP PROJECTS 365 SELECTED BIBLIOGRAPHY 365
CPU CASE EPISODE 11: Reporting on Outputs 366
12 DESIGNING EFFECTIVE INPUT 371
Good Form Design 371 Making Forms Easy to Fill In 372 / Meeting the Intended Purpose 374 / Ensuring Accurate Completion 375 / Keeping Forms Attractive 375 / Controlling Business Forms 376
Good Display and Web Forms Design 376 Keeping the Display Simple 376
Consulting Opportunity 12.1 This Form May Be Hazardous to Your Health 377 Keeping the Display Consistent 378 / Facilitating Movement 378 / Designing an Attractive and Pleasing Display 378 / Using Icons in Display Design 378
Consulting Opportunity 12.2 Squeezin’ Isn’t Pleasin’ 379 Graphical User Interface Design 379 / Form Controls and Values 381 / Hidden Fields 382 / Event-Response Charts 382 / Dynamic Web Pages 383 / Three-Dimensional Web Pages 385 / Ajax (Asynchronous JavaScript and XML) 387 / Using Color in Display Design 389
Intranet and Internet Page Design 389
Consulting Opportunity 12.3 It’s Only Skin Deep 390
MAC APPEAL 392
xiv CONTENTS
SUMMARY 392 HYPERCASE® EXPERIENCE 12 393 KEYWORDS AND PHRASES 394 REVIEW QUESTIONS 394 PROBLEMS 395 GROUP PROJECTS 397 SELECTED BIBLIOGRAPHY 398
CPU CASE EPISODE 12: Forming Screens and Screening Forms 399
13 DESIGNING DATABASES 403
Databases 403
Consulting Opportunity 13.1 Hitch Your Cleaning Cart to a Star 404
Data Concepts 404 Reality, Data, and Metadata 404 / Files 410 / Relational Databases 411
Normalization 413 The Three Steps of Normalization 413 / A Normalization Example 414 / Using the Entity- Relationship Diagram to Determine Record Keys 421 / One-to-Many Relationship 422 / Many-to-Many Relationship 423
Guidelines for Master File/Database Relation Design 424 Integrity Constraints 424
MAC APPEAL 425 Anomalies 425
Making Use of the Database 426 Steps in Retrieving and Presenting Data 426
Denormalization 426
Data Warehouses 429 Online Analytic Processing 429 / Data Mining 429
Consulting Opportunity 13.2 Storing Minerals for Health, Data for Mining 430
Consulting Opportunity 13.3 Losing Prospects 431 SUMMARY 432 HYPERCASE® EXPERIENCE 13 433 KEYWORDS AND PHRASES 433 REVIEW QUESTIONS 434 PROBLEMS 434 GROUP PROJECT 436 SELECTED BIBLIOGRAPHY 436
CPU CASE EPISODE 13: Back to Data Basics 437
14 HUMAN-COMPUTER INTERACTION 441
Understanding Human-Computer Interaction 441 How Fit Affects Performance and Well-Being 442 / The Technology Acceptance Model and Attitude 443
Usability 444 Designing for the Cognitive Styles of Individual Users 444 / Physical Considerations in HCI Design 448 / Considering Human Limitations, Disabilities, and Design 449
Consulting Opportunity 14.1 School Spirit Comes in Many Sizes 450 Implementing Good HCI Practices 450
CONTENTS xv
Types of User Interface 451 Natural-Language Interfaces 451 / Question-and-Answer Interfaces 452 / Menus 453
Consulting Opportunity 14.2 I’d Rather Do It Myself 454 Form-Fill Interfaces (Input/Output Forms) 454 / Command-Language Interfaces 455
Consulting Opportunity 14.3 Don’t Slow Me Down 456 Graphical User Interfaces 456
Consulting Opportunity 14.4 That’s Not a Lightbulb 457 Other User Interfaces 457
Guidelines for Dialog Design 458 Meaningful Communication 459 / Minimal User Action 459
Consulting Opportunity 14.5 Waiting to Be Fed 461 Standard Operation and Consistency 461
Feedback for Users 461 Types of Feedback 462 / Including Feedback in Design 464
Special Design Considerations for Ecommerce 465 Soliciting Feedback from Ecommerce Web Site Customers 465 / Easy Navigation for Ecommerce Web Sites 465
Consulting Opportunity 14.6 When You Run a Marathon,It Helps to Know Where You’re Going 466
MAC APPEAL 467
Mashups 468
Designing Queries 468 Query Types 469 / Query Methods 471
Consulting Opportunity 14.7 Hey, Look Me Over (Reprise) 472 SUMMARY 474 KEYWORDS AND PHRASES 474 HYPERCASE® EXPERIENCE 14 475 REVIEW QUESTIONS 476 PROBLEMS 476 GROUP PROJECTS 477 SELECTED BIBLIOGRAPHY 478
CPU CASE EPISODE 14: Up to the Users 479
PART V QUALITY ASSURANCE AND IMPLEMENTATION
15 DESIGNING ACCURATE DATA ENTRY PROCEDURES 485
Effective Coding 485 Keeping Track of Something 486 / Classifying Information 487 / Concealing Information 488 / Revealing Information 488 / Unicode 490 / Requesting Appropriate Action 491 / General Guidelines for Coding 491
Consulting Opportunity 15.1 It’s a Wilderness in Here 492
Consulting Opportunity 15.2 Catching a Summer Code 494
Effective and Efficient Data Capture 494 Deciding What to Capture 494 / Letting the Computer Do the Rest 495 / Avoiding Bottlenecks and Extra Steps 496 / Starting with a Good Form 496 / Choosing a Data Entry Method 496
xvi CONTENTS
Consulting Opportunity 15.3 To Enter or Not to Enter: That Is the Question 499
Ensuring Data Quality Through Input Validation 499 Validating Input Transactions 500 / Validating Input Data 500
Consulting Opportunity 15.4 Do You Validate Parking? 504 The Process of Validation 505
Accuracy Advantages in Ecommerce Environments 506 Customers Keying Their Own Data 506 / Storing Data for Later Use 506 / Using Data Through the Order Fulfillment Process 506 / Providing Feedback to Customers 506 HYPERCASE® EXPERIENCE 15 507 SUMMARY 507 KEYWORDS AND PHRASES 508 REVIEW QUESTIONS 508 PROBLEMS 509 GROUP PROJECTS 511 SELECTED BIBLIOGRAPHY 511
CPU CASE EPISODE 15: Entering Naturally 512
16 QUALITY ASSURANCE AND IMPLEMENTATION 515
The Total Quality Management Approach 516 Six Sigma 516 / Responsibility for Total Quality Management 516 / Structured Walkthrough 517
Consulting Opportunity 16.1 The Quality of MIS Is Not Strained 518 Top-Down Systems Design and Development 518
MAC APPEAL 520 Using Structure Charts to Design Modular Systems 520 / Service-Oriented Architecture (SOA) 522
Documentation Approaches 523 Procedure Manuals 523 / The FOLKLORE Method 523
Consulting Opportunity 16.2 Write Is Right 524 HYPERCASE® EXPERIENCE 16.1 525 Choosing a Design and Documentation Technique 526
Testing, Maintenance, and Auditing 526 The Testing Process 526
Consulting Opportunity 16.3 Cramming for Your Systems Test 528 Maintenance Practices 528 / Auditing 529
Implementing Distributed Systems 529 Client-Server Technology 529 / Cloud Computing 531 / Network Modeling 533
Training Users 536 Training Strategies 537 / Guidelines for Training 537
Consulting Opportunity 16.4 You Can Lead a Fish to Water . . . But You Can’t Make It Drink 538
Conversion to a New System 539 Conversion Strategies 539