Research a scholarly paper or professional video on ‘Business Systems Roles’ and reflect on only one (1) of the following: What is the difference between a Systems Analysts, a Busines

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

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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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Copyright © 2011, 2008, 2005 by Pearson Education, Inc., publishing as Prentice Hall, One Lake Street, Upper Saddle River, New Jersey 07458. All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458.

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10 9 8 7 6 5 4 3 2 1 ISBN-10: 0-13-608916-X ISBN-13: 978-0-13-608916-2

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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

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