Business Systems Books

This is a very readable and pragmatic book for anyone interested in understanding how people contribute to the organization's ability to act intelligently, learn, and produce results.

The book exemplifies "knowledge for action" in the sense that Chris Agyris used that term. The reader will pick up insights that are immediately useable and lay the groundwork for a powerful gestalt.

The authors focus on how all the puzzle pieces of the organization not only fit together but interrelate. The book is organized so the reader can focus on a particular area of interest, find just enough theory to prepare for a more practical examination, and read about real-world examples. The reader is not bogged down in theoretical details, and does not follow a recipe. Instead, he or she is given enough guidance and freedom to build up knowledge from a personal perspective.

Using a background of Elliott Jaques' stratification theory, the book examines how people interact with situations to accomplish work and produce results, why they succeed or fail, and how and why individual and organizational learning occur (or not).

The book is richly cross-referenced so the individual can examine a concept across topics, and it has an excellent index.

I highly recommend this book for any manager or student of management who is interested in learning organizations, strategy, personnel management, and knowledge management.

Excellent read. Good balance between theory and practicality. The management approach proffered has successfully underpinned Rio Tinto's management system for more than a quarter century.

Whilst the book is based on Elliott Jaques' studies and theories, it is well tempered by the managerial experience of its authors. The book is annoted with numerous stories of Rio's implementation challenges, and the benefits so derived.

Not necessarily a "How To" book, but full of good management sense backed by conceptual frameworks.

This is a no-nonsense, straightforward approach to establishing and keeping control of IT costs. The author shows IT managers how to employ proven cost management techniques that operational lines of business use to understand IT costs and to make sound business decisions with respect to managing IT budgets and expenditures.

The first step is to analyze cost management, and the book provides a three-step healthcheck to help you to get a handle on this aspect. Second, you are shown how to trace cost allocations in a manner that borrows heavily from activity-based cost management techniques. The next step in the book's approach is to develop a strategy and supporting tactics for achieving efficiency. Then chapter on key performance indicators and benchmarking shows you what you should be measuring and how to compare your cost management posture with industry norms for your industry segment. This chapter also gives caveats about benchmarking to which you should pay close attention if you are new to benchmarking or frameworks because it's easy to lose sight of the objectives (cost management) when you're exploring this aspect of management. The book concludes with chapter that goes deeper into strategic planning, and two invaluable appendices on accounting techniques and typical cost structures.

What I particularly like about this book is there is no theory, silver bullets or preaching. It gives an approach that is not only achievable, but is consistent with standard practices in cost management in and out of thr IT domain.

My reason for reading this book was to get some ideas about how to control IT costs from an asset management point of view that I could incorporate into a comprehensive set of processes to be integrated into contact center management. Contact centers, also known as IT help desks, usually employ software that manage problems. The more sophisticated software also includes modules for service level management, change control and asset management. Taken together these form the foundation of service delivery and support - both of which are costly.

As I read through this book I began to gain a wider view of how to go about analyzing service delivery and support costs through a systematic analysis of cost allocations. The three IT expense health checks in chapter 2 were immediately useful because they addressed key performance indicators that show how well costs are managed, the impact standardization has on controlling costs, and the importance of gaining control over physical assets (this is directly related to my original reason for reading the book). Another gem I gleaned from this book is the fact that fixed costs are like a shell game - there is an apportionment of fixed costs, which are finite and driven by a budget, among functional areas. The trick is to make sure that the budget for fixed costs is apportioned in accordance with the importance of the areas to which they are targeted. Also interesting is the premise that budgets should be based on a mix of short- and long-term initiatives, which is different from common practice in that too often budgets are allocated to initiatives strictly based on priority or perceived importance.

This book deals with strategy as much as cost control, which is logical since both have some obvious relationships. Here too the book contained some excellent advice, the most sensible of which is that methodologies are not as important to a strategy as understanding the strategic issues and building an integrated team. This applies to both projects and operations, and should be carefully considered by anyone who rushes out to buy the latest tools (most of which lock you into a methodology) before thinking through the real goals and objectives. The two appendices were invaluable resources for reviewing accounting principles and giving a complete cost breakdown structure that is typical of most IT organizations.

Excellent in-sight. A most enjoyable read.

Tangled Up In The Past was an excellent '1 hours read'. Authors showed great insight.

Quinn's Teach Yourself Microsoft Project 2000 is on target. Many of the people that I meet and work with want to learn or enhance their Microsoft Project skills. Learning theory tells us that teaching ourselves is an excellent, effective and efficient way to master new skills. A critical issue is whether the materials are available, and that's a role this book fulfills.

Reviewing and reflecting immediately upon learning new materials lead to mastery of the subject. Specifically, the end-of-the-chapter sections, Personal Workbook, Extra Practice, Visual Quiz, and Real-World Applications, provide superior self-teaching opportunities. This book states it purpose to allow us to learn Microsoft Project 2000 on our own terms and pace and accomplishes its goals. It's a great way to learn this important and popular software.

My view on what a good software book ought to look like has changed a bit over the years. I use to think it needed to include all of the step-by-steps with detailed examples, but the books just kept coming out with longer and longer list of steps that took forever to navigate. Then I wanted comprehensive desktop reference books but found I never read them and I was always throwing them out with my increasing number of phone books that would pile up in my office. Often I would buy one of those books and then realize when the new version came out I had never even opened the book. I am not sure why I though I would read several 1000+ page technical reference books a year. I can't even get throught the New York Times on Sundays anymore. Besides, MSP on-line help has improved so much that approach seems a bit dated.

Oh yes, I am embarrassed to admit, I too have bought the dummy and idiot books. I won't say more.

For me, learning software is all up to me. I have to teach myself and all I need is a basic guide to work with. I want simple, clean, easy to read, and to-the-point types of books. You know, books that give you just the right amount of information about topic to get you pointed in the right direction. Books, that you mind to much when you find yourself sort of thumbing through topics. Sort of learning and little, and then moving to another topic. This book fits the bill for me. I know software pretty well so I just want the "gist of a topic," a good screen example, and then a couple of steps. Then I am off figuring out the rest on my own.

What I also like about this book is the consistency in approach and organization. Every page has two screen captures in the same location. The steps are right below them, and a topic is only going to span a couple of pages.

I like the blue. The book feels good.

One thing I found myself doing with this book is looking up all of the web sites referenced on the odd-numbered pages. Found some cool project management stuff along the way and read chapters that caught my eye.

Seems MSP is starting to look more like a project management tool with its new WBS custom codes and network diagram that seems to actually work. Now, if Microsoft would only spend a little money on the product and give us a multiple undo (say at least 100) for a little if-then-thinking, I would be a happy planner.

Ray Coker

This book contains information that will be equally useful to call centers supporting customers and internal IT help desks that are exploring the benefits of web-based issue management via a corporate intranet. The previous reviewed has provided a comprehensive assessment of this book, so I'll address the highlights that I found to be useful:

(1) The business-case first approach that the author takes is straightforward and provides step-by-step procedures for determining the true business value of web-enabled technical support vs. traditional call centers. I especially liked the discussion of first, second and third generation site models because it gives you a target model and shows both the business and technical value of each. I also liked the way ROI factors and ratings were used to determine ROI potential. The factors are management, functions and tools, and the ratings are a simple Good or Poor. This is placed into context with a table that shows the combinations of factors and ratings and their associated potential and gives you a structured decision tool at a glance.

(2) Scope approach given in the book is complete in that it takes into account all stakeholder views (business, technical support and users/customers). This forces you to take a realistic look at goals and objectives and, using ROI information, begin making intelligent and informed trade-offs.

(3) Site creation map is consistent with good project management practices in that it uses a task and associated details approach. The details provided include deliverables and what the deliverables should contain. Project planners and managers will find this section particularly valuable.

(4) Support processes and procedures are well thought out and can be used as a benchmarking tool as well as planning and implementation guidelines.

(5) I like the way the section on site management is goal-driven and traceable back to ROI. If this approach is followed you will have processes that are designed for continuous improvement.

(6) The use of tables and lists throughout the book provides a wealth of information on nearly every topic.

There are a few areas that were weak: no mention of portal technology, which can be employed to create user-customizable features and incorporate advanced knowledge management functionality into a web-enabled support system. Also, there was no discussion of configuration control over content or legal issues that need to be considered when providing technical support to customers (as opposed to internal end users).

Overall this is an exceptionally valuable book that is among the best on the subject. Highly recommended to IT help desks and product technical support center managers.

Ms. Czegel has produced another 5-star winner with a badly needed book on providing technical support using web technology. This book is more focused on internal IT web-based support vs. product support for call centers. It does address product-based support for external customers, but not in the depth or detail that internal help desks are discussed. While help desks and call centers employ many of the same processes and tools, there is a world of difference between the challenges, goals and objectives of the two. One of the key advantages of using web-based support internally is initial troubleshooting tools, knowledge bases and other self-help aids can be made available to preempt support calls. Both IT and the business win if the user can resolve his or her problem without opening an issue. Another big advantage is when a ticket is open users can track the progress of getting their problem resolved. This goes a long way towards aligning IT services to business requirements and improving customer satisfaction.

As in her other books Ms. Czegel begins with an examination of business factors and a discussion of how web-based technical support has evolved quickly to what she calls a third-generation model. I like how she sums up the business factors with a compelling discussion of the business benefits, including an example cost-benefit analysis.

The second chapter gives a roadmap for site creation and management. It provide a comprehensive list of necessary tasks that can be used to develop a work breakdown structure and project plan. It segues into the next chapter on establishing the scope, and leads you through the foundation of defining your goals and business expectations. Scope includes possible services to provide through web-based support, and which services are the most cost-effective to provide. I liked the examples, provided in tables, that rank requirements and the resources required to satisfy them. Ms. Czegel next addresses staff selection, providing roles and responsibilities and the necessary skills to move to web-based support. This information is valuable to help desk professionals because there are major differences between traditional help desk requirements and those of web-based support organizations.

Functions, tools and implementations are covered in great detail and is must reading because web-based support brings with it specialized tools and requirements that will leverage a traditional help desk's tools to provide self-help to users. Because this book does touch on product support to external customers I felt that the lack of content management and change control tools was a notable gap. These are important to internal and external support, but are far more critical when you are dealing with external customers because out-of-date technical information or the wrong software for download can seriously detract from your company's image (or worse). If your focus is product support to external customers I recommend augmenting this book with Customer Service on the Internet by Jim Sterne.

Designing your site is briefly covered with good advice; however, the heart of this book is process and implementation, and site management. Ms. Czegel thoroughly covers all issues and gives valuable information using tables, checklists and examples. These two parts of the book are essential to implementing and managing an effective web-based support function. I especially liked the metrics and examples given.

Summary: web-based technical support is one of the most effective strategies to improve the level of support to customers using self-help and other preventative measures to reduce issues. It also gives users an ability to track their open issues, which improves their level of satisfaction as well as reducing follow-up calls to the help desk. This book provides a clear roadmap to defining a web-based support strategy, and its implementation and management. As far as I know there is no other book that addresses this subject for internal IT help desks, making it all the more valuable. If you are a help desk manager who is either exploring web-based technical support, or are in the process of implementing it this book with save you much grief because it lays out what needs to be done from business case development to daily operations. If you are currently supporting users with web technology the site management chapter will provide you with excellent advice on how to efficiently manage web-based support.

Great book, will make crystal clear the methodology used in technological forecasting, this is a must have reference for engineers, managers, government strategic planners and students.

Strongly recommend to read. Actually it could be the first and the only your book in traditional technological forecasting Semyon D. Savransky, Ph.D.

I enjoyed this book so much that I still have it on my bookshelf. It's interesting to review it years later and see how many of the "predictions" about technology development came true. I wish he would write another book.

I was a little concerned about the date of the book 1993, but I found this to be a very good business book, that makes a lot of great points. His ideas about going beyond your competition are great. I would recommend this book to anyone that wants to understand their future business success better.

Too many Project Management texts are lessons in using Gantt Charts. Rob Thomsett looks at the reality of managing IT projects and dealing with the people/political aspects. I keep this book by my desk and refer to it often

I've been fortunate enough to have attended some of Rob's workshops and bought this book in 95. At the time I found it very insightful and have had great success applying it ever since. I recently re-read the book. Sadly much of what Rob saw as problems in 80's project management have remained in place in the 90's (massive projects, long timeframes with no staged delivery of change/benefits, throwing people and money - then having the plug pulled with nothing to show for $XX million spent). The technology may have changed, but what Rob is getting at in this book: Think about people, think about change, think about how to manage risk remain as relevant today as they did when first published in 93.

Viewing things as a whole instead of focusing on the parts definitely makes more sense to me. When you think of a car, you don't think about what makes the wheels turn, how the brakes work or what makes the headlights illuminate, you think of the car as a whole - the fully integrated system. Why we would view our organizations any different is a habit that must be broken. Great reading, short and simple.

A great book for anyone who needs immediate clarification on the field of Systems Thinking. As soon as you open the book, you start using what the author calls "backwards thinking" and you begin to understand why it is much simpler to achieve the desired outcome by focusing on the goal versus putting time and energy into steps that will lead you nowhere. When you have what you want in mind, you create the possibilities to get there. Simple and entertaining reading. A book you can use for the rest of your life.

I have a bookshelf full of trading books and this one is one that will be used over and over again. The key to making money in the stock market is using a money management system that will protect you against big loses. The wins come along every once in a while , but when your wrong, (which for me is a lot) a system that can keep your losses small so you can stay in the game is critical. This book gives you straight forward, easy to understand advice on how to determine how much you should be risking based on your experience level and how to keep track of your successes and set backs. I provides you with examples of tracking forms and the how-tos for all of the advice. The book is simple, yet very detailed and to the point. Great Book!! I highly recommend it to experienced and novice traders alike. Thanks Bennett!!

This one's a brand new book to add to your collection of Ralph Vince and Nauzer Balsara. Difference, though, is that this book really simpllifies the essentials and makes it easy for even the beginner to understand the sometimes complex money management formulas that truly are essential to trading success. I've got the other books too -- but this is the one that helped me effectively and profitably implement the formulas to calculate what percent of risk to take on each of my trades so that I'm not risking too much (which has exposed me to risk of ruin in the past) and then again -- McDowell's formulas help me not risk too little so that I'm not maximizing my return. The formulas are all based on your performance statistics at any given moment (which will be different during drawdown VS a winning streak) and they are basic algebra -- so you don't need to be a mathematical expert to use them. The other really valuable tool that has helped me is the record keeping forms that come with the book. Now I'm caputuring the data I need on each transaction and my analysis gives me the answers I need.

Just got my book delivered from Amazon a couple of days ago -- two weeks early! Was at the LA Trader's EXPO last week and everyone was trying to buy this book but it wasn't out yet -- so I'm glad it's here early.

The book covers McDowell's philosophy on Money Management which encuorages you to always set a stop BEFORE you enter a trade. By doing that you can then determine your risk amount on each trade by adjusting your trade size to ensure no more than -- say -- 2% loss on any one trade - based on your entry and your initial stop.

Then based on your current payoff ratio and win ratio you can go to the risk-of-ruin tables and customize what your risk truly should be. Based on your current performance maybe you should be risking less than 2% or maybe more. Thing is you want to refer to the risk-of-ruin tables to find out what percent risk gives you a ZERO "probable" (not guranteed) chance of ruin. This subtle adjustment can make a difference on improving your payoff ratio. And there is a sample of a risk-of-ruin table in the book so you can see how it works.

The other tool in the book that I like is the record keeping forms that help track and calculate payoff ratio and win ratio. Anyway, this is a great money management book with lots of formulas and tools to help design your own system.