Solution Manual For Systems Analysis and Design 13th Edition 2025 by Scott Tilley Chapter 1-13_merge by ACADEMIAMILL

Solution and Answer Guide SYSTEMS ANALYSIS AND DESIGN 13TH E DITION 2025 BY SCOTT T ILLEY CHAPTER 01: INTRODUCTION TO S YSTEMS ANALYSIS & DESIGN

TABLE OF CONTENTS Review Questions ........................................................................................................................................ 1 Discussion Topics ........................................................................................................................................ 3 Hands-On Projects ...................................................................................................................................... 4 Ethical Issues ............................................................................................................................................... 5 Activity Rubric ............................................................................................................................................ 6

REVIEW QUESTIONS 1.

What is information technology, and why is it important to society? Solution Guidance: Information technology (IT) combines hardware, software, and services people use to manage, communicate, and share information. More than ever, business success depends on information technology. The headlines in Figure 1-1 offer dramatic examples of how information technology issues such as data privacy, mobile devices, and social media affect our society. We live in a world where we can be traced, analyzed, and surveilled without our knowledge. This raises many important questions, such as securing personal data while providing useful functionality and business value.

What are the five main components of an information system? Solution Guidance: An information system has five key components, as shown in Figure 1-4: hardware, software, data, processes, and people.

Explain how ridesharing services such as Uber and Lyft disrupt traditional taxicab business models. Solution Guidance: Business today is being shaped by three major trends: rapidly increasing globalization, technology integration for seamless information access across a wide variety of devices such as laptops and smartphones, and the rapid growth of cloud-based computing and software services. The immense power of the Internet is driving these trends. Ridesharing services such as Uber and Lyft disrupt traditional taxicab business models through disintermediation: connecting drivers directly to customers and bypassing the traditional dispatch service. They are also disrupting the old-fashioned limitation on who can drive a taxicab (medallion owners) to allow anyone with a car and who wants to earn some extra money to do so, all via mobile apps and cloudbased technology.

Describe the business profile of a home improvement store like Home Depot or Lowe’s and how it is used. Solution Guidance: A business profile is an overview of a company’s mission, functions, organization, products, services, customers, suppliers, competitors, constraints, and future direction. Although much of this information is readily available, a systems analyst must do additional research and fact-finding to fill out missing or incomplete information. A business profile is the starting point for the modeling process. A

systems analyst can describe and simplify an information system by using a set of business models and business process models. Students should be able to understand the business of home improvement stores, supply the basic information, and fill in the details. 5.

What are the seven types of information systems used in business? Solution Guidance: The seven types of information systems used in business are enterprise computing systems, transaction processing systems, business support systems, knowledge management systems, user productivity systems, digital assistants, and systems integration.

What types of information are needed by the four organizational levels common to many businesses? Solution Guidance: A typical organizational model identifies business functions and organizational levels, as shown in Figure 1-17. A systems analyst must understand the company’s organizational model to recognize who is responsible for specific processes and decisions and know what information is required by whom. Top managers develop long-range, strategic plans defining the company’s mission and goals. To plot a future course, top managers ask questions such as ―How much should the company invest in information technology?‖, ―How much will Internet sales grow in the next five years?‖, or ―Should the company build new factories or contract out production functions?‖ Top managers focus on the overall business enterprise and use IT to set the company’s course and direction. To develop a strategic plan, top managers also need information from outside the company, such as economic forecasts, technology trends, competitive threats, and governmental issues. Most companies have a layer of middle managers and knowledge workers just below the top management level. Middle managers provide direction, necessary resources, and performance feedback to supervisors and team leaders. Because they focus on a shorter time frame, middle managers need more detailed information than top managers but slightly less than supervisors overseeing day-to-day operations. Knowledge workers include systems analysts, programmers, accountants, researchers, trainers, human resource specialists, and other professionals. Knowledge workers also use business support systems, knowledge management systems, and user productivity systems. Knowledge workers provide support for the organization’s essential functions. Just as a military unit requires logistical support, a successful company needs knowledge workers to accomplish its mission. Often called team leaders, supervisors oversee operational employees and carry out day-to-day functions. They coordinate operational tasks and people, make necessary decisions, and ensure the right tools, materials, and training are available. Like other managers, supervisors and team leaders need decision support information, knowledge management systems, and user productivity systems to carry out their responsibilities. Operational employees include users who rely on transaction processing systems to enter and receive data they need to perform their jobs. In many companies, operational users also need information to handle tasks and make decisions previously assigned to supervisors.

Compare three systems development methods. Solution Guidance: Many options exist for developing information systems, but the most popular alternatives are structured analysis, which is a traditional method that still is widely used; object-oriented (O-O) analysis, which is a more recent approach that many analysts prefer; and agile methods, which include the latest trends in software development. Table 1-1 provides an overview of the three methods.

Name the tools that enable a systems analyst to develop, manage, and maintain large-scale information systems.

Solution Guidance: All systems development methods must be supported by tools to enable the systems analyst to develop, manage, and maintain large-scale information systems. These tools go by various names, including application lifecycle management (ALM), also called product lifecycle management (PLM); integrated development environments (IDE); and computer-aided systems engineering (CASE), also called computer-aided software engineering. CASE tools provide a framework for systems development and support various design methodologies, including structured and object-oriented analyses. 9.

Summarize the seven main functions of the IT department. Solution Guidance: The IT department develops and maintains information systems. In addition, the IT group provides technical support, which includes seven main functions: application development, systems support and security, user support, database administration, network administration, web support, and quality assurance. These functions overlap considerably and often have different names in different companies.

10. What are the roles and responsibilities of a systems analyst in a modern business? Solution Guidance: A systems analyst investigates, analyzes, designs, develops, installs, evaluates, and maintains a company’s information systems. To perform those tasks, a systems analyst constantly interacts with users and managers within and outside the company. In addition, a systems analyst helps develop IT systems that support business requirements. To succeed, analysts often must act as translators. For example, when describing business processes to programmers, systems analysts must speak a language they will understand clearly. Typically, the analyst builds models, diagrams, and decision tables and uses other descriptive tools and techniques. Similarly, when communicating with managers, the analyst often must translate complex technical issues into words and images that nontechnical people can grasp. The analyst uses various presentation skills, models, and communication methods to do this. Analysts are often the company’s best line of defense against an IT disaster—a system that is technically sound but fails because it does not meet the needs of users and managers. When this occurs, poor communication is usually to blame. For an analyst, the most valuable skill is the ability to listen. An effective analyst will involve users in every step of the development process and listen carefully to what they have to say. Then, as the process continues, the analyst will seek user feedback and comments. This input can provide a valuable early warning system for projects that might otherwise go off track.

DISCUSSION TOPICS 1.

Some experts believe that the growth in e-commerce will cause states and local governments to lose tax revenue unless Internet transactions are subject to sales tax. What is one argument that supports this view and one that opposes it? Solution Guidance: This issue has sparked substantial differences of opinion among national and state leaders, consumer advocacy groups, and trade associations whose members offer online sales and services. Those who believe that Internet transactions should not be taxed often point to other sales channels, such as mail-order firms that conduct no physical operations within a state or locality, and therefore do not collect sales tax. Should the Internet be treated differently? Opponents of a tax-free Internet often cite the impact on local and state government and suggest that all channels should operate on a level playing field. You might ask your students to research and debate this issue. Also, follow this topic as news occurs during the course.

When team members are geographically dispersed, communication becomes more challenging. Explain how groupware can increase user productivity in this context. Solution Guidance: Companies provide employees at all levels with technology that improves productivity. User productivity systems include groupware, which enables users to share data, collaborate

on projects, and work in teams—irrespective of where they are physically located. One popular groupware product is Slack, shown in Figure 1-14. Slack provides common app integration and unified communication channels for distributed teams. 3.

Under what circumstances should a systems analyst recommend an agile methodology over structured development or object-oriented analysis? Solution Guidance: Although most projects utilize one approach, it is common for system developers to mix and match methods to gain a better perspective. In addition to the three main development methods, some organizations develop in-house approaches or use techniques offered by software suppliers, tool vendors, or consultants. Many alternatives exist, and IT experts agree that no single development method is best in all cases. An approach that works well for one project might have disadvantages or risks in another situation. The important thing is to understand the various methods and the strengths and weaknesses of each approach. Although agile methods have become popular, analysts should recognize that these approaches have advantages and disadvantages. By their nature, agile methods can allow developers to be much more flexible and responsive but can be riskier than more traditional methods. For example, without a detailed set of system requirements, certain features requested by some users might not be consistent with the company’s larger game plan. Other potential disadvantages of agile methods include weak documentation, blurred lines of accountability, and too little emphasis on the larger business picture. Also, unless properly implemented, a long series of iterations might actually add to project cost and development time. The bottom line is that systems analysts should understand the pros and cons of any approach before selecting a development method for a specific project.

Should the IT director report to the company president or someone else? Does it matter? Solution Guidance: No clear organizational pattern exists. Perhaps the strongest case for having the IT department report to the president is that information technology is a vital corporate asset and should not be ―owned‖ by a particular department or function. IT can significantly impact profitability and deserves equal attention from the top executive. However, not everyone agrees with this view, and many would argue that IT should report to the chief financial officer because financial functions require the most IT support. Also, the operation of the IT department represents a considerable expense for most companies, and the chief financial officer probably is in the best position to monitor and control this expense.

Rapid advancements in areas such as machine learning and predictive analytics in data science are affecting the daily operations of many IT departments. What should a systems analyst do to stay current? Solution Guidance: The demand for systems analysts is expected to remain strong. Systems analysts need to track trends in information technology because technological changes affect business operations, career opportunities, and enterprise strategies. For example, many big data developments drive information technology trends that the systems analyst must follow to stay current.

HANDS-ON PROJECTS 1.

Contact three people at your school who use information systems. List their positions, the information they need, the systems they use, and the business functions they perform. Solution Guidance: Students can perform this task as individuals or work in teams. It might be interesting to compare and discuss the various ways in which the departments manage information.

Visit three websites to learn more about agile system development. Prepare a list of the sites you visited and a summary of the results. Solution Guidance: Many sites describe and discuss agile methods. Students should be able to find material on agile methods and spiral models and prepare a summary of the results. Several sites are shown in the text, and a simple search will produce a list of many more.

Model-based systems engineering (MBSE) is one of the leading methods systems analysts use to develop information systems. Cameo Systems Modeler is one of the leading tools supporting MBSE. Research magazine articles and the web to learn more about this tool’s capabilities. Identify three of its strengths in improving a finished product’s quality. Solution Guidance: Cameo Systems Modeler is a well-known product with many sources of information about the tool available to the students. To limit the scope of the investigation, have the students focus on using the tool specifically to improve product quality.

Explore the Critical Thinking Community website at criticalthinking.org. Identify three important topics currently being discussed and describe your findings. Solution Guidance: You might encourage students to explore beyond the suggested link and challenge them to identify additional resources and issues. Also, you might ask them to examine their approach to learning and whether they consider themselves critical thinkers.

Compare the corporate culture of three leading IT companies and show how their statements of values could attract (or repel) systems analysts from joining their organizations. Solution Guidance: It would be insightful to examine a traditional company, such as IBM, which has an established but dynamic corporate culture that has withstood the test of time. Newer companies such as Facebook are also quite large, but their culture originates in a different space than IBM’s. The culture of a Silicon Valley startup is different yet again, and the type of employee they seek may have other professional goals, particularly if they are at the start of their career.

ETHICAL ISSUES You are enjoying your job as a summer intern in the IT department of a local company. At lunch yesterday, several people were discussing ethical issues. You learned that some people belong to IT organizations with ethical codes to guide members and set professional standards. For example, your supervisor belongs to the Association for Computing Machinery (ACM), which has over 100,000 members from more than 100 countries and a website at acm.org. Your supervisor said the ACM code of ethics is important to them and would influence their views. On the other hand, one of the senior programmers believes that their standards would be sufficient to guide them if ethical questions arose. Because you are excited about your career as an IT professional, you decide to visit ACM’s website to examine the code of ethics and make up your own mind. After doing so, would you tend to agree more with your supervisor or the senior programmer? Solution Guidance: The ACM Code of Ethics can be found online at https://www.acm.org/code-ofethics. It is quite extensive and well researched. I think the ACM’s ethical guidelines would more closely align with the experienced supervisor. The senior programmer’s perspective may be limited to personal experience only, and may be more product-focused and internalized.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

The assignment clearly and The assignment partially The assignment does not comprehensively addresses addresses some or all address the questions in the all questions in the questions in the assignment. assignment. assignment. 0 points 15 points 8 points The assignment presents The assignment presents The assignment does not ideas in a clear manner and ideas in a mostly clear present ideas in a clear with strong organizational manner and with some manner or with a strong structure. The assignment organizational structure. The organizational structure. The includes appropriate assignment includes assignment includes some content, coverage of facts, appropriate content, appropriate content, but arguments, and coverage of facts, coverage of facts, conclusions. arguments, and arguments, and conclusions 10 points conclusions. are not logically related and 7 points consistent. 0 points The assignment is based The assignment is based The assignment is not based upon appropriate and upon adequate data upon appropriate data adequate data collection and collection and includes collection and includes no analysis of results from the some analysis of results analysis of results from the activity or research from from the activity or research activity or research from academically reliable from academically reliable academically reliable sources. sources. sources. 5 points 3 points 0 points The assignment has two or The assignment has three to The assignment has more fewer grammatical and five grammatical and than five grammatical and spelling errors. spelling errors. spelling errors, is 5 points 3 points incomplete, or is unintelligible. 0 points

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 02: ANALYZING THE BUSINESS CASE

TABLE OF CONTENTS Review Questions ........................................................................................................................................ 7 Discussion Topics ........................................................................................................................................ 9 Hands-On Projects .................................................................................................................................... 10 Ethical Issues ............................................................................................................................................. 12 Activity Rubric .......................................................................................................................................... 12

REVIEW QUESTIONS 6.

Why should a systems analyst be interested in strategic planning? Solution Guidance: Strategic planning is identifying long-term organizational goals, strategies, and resources. A strategic plan looks beyond day-to-day activities and focuses on a horizon of three, five, ten, or more years. The IT team must deliver IT resources to support the firm’s long-term strategic goals. Therefore, IT managers and systems analysts must understand and participate in strategic planning activities.

List the four factors involved in a SWOT analysis. Solution Guidance: During strategic planning, top managers ask a series of questions that is called a SWOT analysis because it examines a company’s strengths (S), weaknesses (W), opportunities (O), and threats (T). Each question leads to an IT-related issue, requiring more review, analysis, and planning.

Describe how CASE tools can support strategic planning. Solution Guidance: Many organizations still rely on the IT group to provide guidance when it comes to selecting tools to support strategic planning activities. Some analysts stick to traditional text-based methods, using Microsoft Word tables, to provide structure and clarity. Others prefer a spreadsheet, such as Microsoft Excel, because it is easy to display priorities and the relative importance of planning assumptions. A more sophisticated approach uses a CASE tool to define and document the overall environment. Such tools can integrate statements, entities, data elements, and graphical models into an overall structure. The result is more consistency, better quality, and much less effort for the systems analyst. Figure 2-3 shows a cloud-based roadmapping software product from Roadmunk that provides integrated support for product strategy visioning and strategy development.

List five questions the business case should answer. Solution Guidance: The business case should answer questions such as the following: 

Why are we doing this project?



What is the project about?

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How does this solution address key business issues?

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How much will it cost, and how long will it take?

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Will we suffer a productivity loss during the transition?

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What is the return on investment and payback period?

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What are the risks of doing the project? What are the risks of not doing the project?

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How will we measure success?

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What alternatives exist?

10. What are the six main reasons for systems requests? Solution Guidance: Figure 2-4 shows that the six main reasons for systems requests are stronger controls, reduced cost, more information, better performance, improved customer service, and more support for new products and services. 11. Explain the two main factors affecting systems requests. Solution Guidance: Internal and external factors affect every company's business decisions, and IT projects are no exception. Figure 2-6 shows internal and external factors that shape corporate IT choices. Internal factors include the strategic plan, top managers, user requests, IT department, existing systems and data, and company finances. External factors include technology, suppliers, customers, competitors, the economy, and the government. 12. Describe the role of the systems review committee in processing systems requests. Solution Guidance: In most organizations, the IT department receives more systems requests than it can handle. As a result, many organizations assign responsibility for evaluating systems requests to a group of key managers and users. Many companies call this group a systems review or computer resources committee. A committee approach provides a variety of experience and knowledge. In addition, with a broader viewpoint, a committee can establish priorities more effectively than an individual, and one person’s bias is less likely to affect the decisions. 13. Define operational, economic, technical, and schedule feasibility. Solution Guidance: As shown in Figure 2-11, a feasibility study uses four main yardsticks to measure a proposal: operational feasibility, economic feasibility, technical feasibility, and schedule feasibility. Operational feasibility means that a proposed system will be used effectively after it has been developed. Economic feasibility means that the projected benefits of the proposed system outweigh the estimated costs, usually considered the total cost of ownership (TCO), which includes ongoing support and maintenance costs as well as acquisition costs. Technical feasibility refers to the technical resources needed to develop, purchase, install, or operate the system. Schedule feasibility means a project can be implemented in an acceptable time frame. 14. List seven questions the systems analyst should consider when assessing project priorities. Solution Guidance: After rejecting systems requests that are not feasible, the systems review committee must establish priorities for the remaining items. When assessing a project’s priority, a systems analyst should consider the following: 

Will the proposed system reduce costs? Where? When? How? By how much?

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Will the system increase revenue for the company? Where? When? How? By how much?

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Will the systems project result in more information or produce better results? How? Are the results measurable?

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Will the system serve customers better?

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Will the system serve the organization better?

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Can the project be implemented in a reasonable period? How long will the results last?

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Are the necessary financial, human, and technical resources available?

15. What are the five steps of a preliminary investigation? Solution Guidance: A systems analyst conducts a preliminary investigation to study the systems request and recommend specific action. After obtaining authorization to proceed, the analyst interacts with managers, users, and other stakeholders, as shown in the model in Figure 2-12. A systems analyst follows a series of steps during a preliminary investigation, as shown in Figure 2-13. The exact procedure depends on the nature of the request, the size of the project, and the degree of urgency. The five steps of a preliminary investigation are to understand the problem or opportunity; define the project scope and constraints; perform fact-finding; analyze project usability, cost, benefit, and schedule data; and evaluate feasibility.

DISCUSSION TOPICS 1.

One of your co-workers says, ―Mission statements are nice, but they don’t change things down here where the work gets done.‖ How would you reply? Solution Guidance: Remind students of the famous story of the airline pilot who informed the passengers that there was bad news and good news. The bad news was that they were lost, but the good news was that they were making great time. The obvious point is that an organization can only establish goals, objectives, and milestones with a long-term mission. The real challenge for a company is to motivate employees to feel that they are contributing directly and significantly to the organization’s success.

Discuss how a company’s financial status can affect systems projects. Solution Guidance: A company’s financial status is one of the internal factors affecting system projects. For example, if the company is going through a difficult time, the project may be postponed until more cash is available to finance the effort. On the other hand, if the company is enjoying financial success, the decision to embark on a new project may be easier to make.

The vice president of accounting says to you, the IT director, ―This request procedure takes too long. My people know what they are doing, and their systems requests are necessary and important.‖ The vice president of accounting suggests that the IT department bypass the initial steps and immediately get to work on their requests. What would you say in response? Solution Guidance: You must answer two points in the vice president’s statement. The first point is that the accounting department requests should bypass the approval and priority-setting process. The second point is that the initial phases of the systems development life cycle are unnecessary. To respond to the first point, you should point out that the purpose of the approval cycle is to recognize and reject projects that are unnecessary or impractical. The approval cycle, therefore, poses no threat to worthy accounting department projects. Setting priorities for approved systems requests is even more critical. Most often, the time required to complete approved systems requests exceeds the available staff time for information systems. Information systems staff time is a scarce resource that must be managed wisely.

Therefore, priority must be given to projects considered the most necessary and valuable to the entire organization. Even one system's request bypassing the approval and priority-setting cycle could harm the organization. It is possible that the vice president of accounting complained because the organization’s approval and priority-setting cycle takes too long, unnecessarily delaying the start of critical projects. You should check this out; these procedures could be streamlined and improved. To answer the second point, you should explain that a problem can only be solved by first understanding it. The systems development life cycle was developed as a logical series of steps to respond to feasible systems requests. Unnecessarily bypassing any one step could result in an inferior solution to the systems request. 4.

When setting priorities for systems requests, the highest priority goes to projects that provide the greatest benefit, at the lowest cost, in the shortest time. How would you reconcile projects that can produce good results in the short term versus projects that can produce excellent results in the long term? Solution Guidance: With the mission statement as a backdrop, a firm develops short-term goals and objectives. For example, the company might establish one-year, three-year, and five-year goals for expanding market share. Next, the company might develop a list of shorter-term objectives to achieve those goals. However, a systems analyst must also consider the company’s strategic plan, which looks beyond day-to-day activities and focuses on a horizon of three, five, ten, or more years.

The final task in the preliminary investigation is to summarize the results and recommendations in a report and a presentation. Which form of communication, written or oral, is the most effective for conveying your findings to management? Solution Guidance: The written report and the oral presentation are examples of the need for systems analysts to develop strong communication skills. The report includes an evaluation of the systems request, an estimate of costs and benefits, a case for action, a summary of the project request, and a specific recommendation. The specific format of a preliminary investigation report varies. The most effective form of conveying information depends on the skills of the author (the systems analyst) and the preferences of the audience (the manager). Therefore, there is no general ―best method.‖

HANDS-ON PROJECTS 6.

Use the Internet to find three examples of corporate mission statements. Solution Guidance: Students should be able to locate three examples of mission statements. Perhaps the most straightforward method would be to search for ―mission statement.‖ You also might encourage students to share the mission statement of the company for which they work and analyze the mission statement of your school or organization (if it has one).

Prepare a SWOT analysis of your school or your employer. Solution Guidance: A SWOT analysis examines a firm’s technical, human, and financial resources. The student’s SWOT analysis should address the following questions: 

What are our strengths, and how can we use them to achieve our business goals?

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What are our weaknesses, and how can we reduce or eliminate them?

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What are our opportunities, and how do we plan to take advantage of them?

 8.

What are our threats, and how can we assess, manage, and respond to the possible risks?

A mind map is a diagram used to organize information visually. Identify a tool that supports the creation of mind maps and explain how they can be a valuable part of strategic planning. Solution Guidance: Mind maps, balanced scorecards, and gap analysis are all valuable techniques that can be part of strategic planning in an organization. Several tools support the creation and use of mind maps for strategic planning. The tools include Lucidchart, Miro, and Canva. Have the students focus on this aspect of the tool’s capabilities. The webpage https://mindmappingsoftwareblog.com/10-ways-mind-maps-canhelp-you-focus-your-strategic-planning-process/ describes how mind maps can be a valuable part of strategic planning.

Visit the website for an IT magazine and find an article that discusses business cases. Then, summarize the article and what you learned from it. Solution Guidance: Answers will vary. Students should quickly locate more than enough sources to come up with a good understanding of a business case and why it is important.

10. Think of a technical problem you have experienced at school or work and draw a sample fishbone diagram with at least two levels. Solution Guidance: A popular technique for investigating causes and effects is a fishbone diagram, as shown in Figure 2-14. A fishbone diagram is an analysis tool that represents the possible causes of a problem as a graphical outline. When using a fishbone diagram, an analyst first states the problem and draws a main bone with sub-bones that represent possible causes of the problem. Then, the analyst identifies possible causes in each area and draws them as horizontal sub-bones. In this manner, the analyst adds sub-bones to the diagram until they uncover the root causes of a problem rather than just the symptoms.

ETHICAL ISSUES As a new systems analyst at Premier Financial Services, you are getting quite an education. You report to the IT manager, who also chairs the systems review committee. Several months ago, the committee rejected a request from the finance director for an expensive new accounts payable system because the benefits did not appear to outweigh the costs. Yesterday, the IT manager’s boss asked the IT manager to reconsider the finance director’s request and to persuade the other members to approve it. The IT manager wanted to discuss the merits of the request, but the discussion was cut off rather abruptly. It turns out the IT manager’s boss and the finance director are longtime friends. The IT manager is now very uncomfortable meeting with their boss. The IT manager believes the directive to reconsider the finance director’s request would undermine the integrity of the systems review process and feels it would be unethical to grant preferred treatment just because a friendship is involved. The IT manager is considering submitting a request to step down as review committee chair, even though that might harm their career at the company. Is this an ethical question, or just a matter of office politics? What would you do if you were the IT manager? Solution Guidance: This is both a question of ethics and politics. There is an apparent conflict of interest in which the IT manager is coerced to participate. However, office politics are also involved since the IT manager’s boss is exerting pressure on the IT manager, with or without an explicit statement of the negative consequences of a decision that goes against the manager’s wishes. One path forward for the IT manager would be to recuse themselves from the process. They could also request intervention from the manager’s manager or a peer.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Needs Improvement

Content

The assignment clearly and The assignment partially comprehensively addresses addresses some or all

Incomplete The assignment does not address the questions in the

Organization and Clarity

Research

Grammar and Spelling

all questions in the assignment. 15 points The assignment presents ideas in a clear manner and with strong organizational structure. The assignment includes appropriate content, coverage of facts, arguments, and conclusions. 10 points

questions in the assignment. assignment. 0 points 8 points The assignment presents The assignment does not ideas in a mostly clear present ideas in a clear manner and with some manner or with a strong organizational structure. The organizational structure. The assignment includes assignment includes some appropriate content, appropriate content, but coverage of facts, coverage of facts, arguments, and arguments, and conclusions conclusions. are not logically related and 7 points consistent. 0 points The assignment is based The assignment is based The assignment is not based upon appropriate and upon adequate data upon appropriate data adequate data collection and collection and includes collection and includes no analysis of results from the some analysis of results analysis of results from the activity or research from from the activity or research activity or research from academically reliable from academically reliable academically reliable sources. sources. sources. 5 points 3 points 0 points The assignment has two or The assignment has three to The assignment has more fewer grammatical and five grammatical and than five grammatical and spelling errors. spelling errors. spelling errors, is 5 points 3 points incomplete, or is unintelligible. 0 points

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 03: MANAGING SYSTEMS PROJECTS

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 13 Discussion Topics ...................................................................................................................................... 15 Hands-On Projects .................................................................................................................................... 17 Ethical Issues ............................................................................................................................................. 19 Activity Rubric .......................................................................................................................................... 19

REVIEW QUESTIONS 11. Write a brief explanation of basic project management concepts.

Solution Guidance: Students should be able to put together a brief explanation in about 100 words—just like a Twitter message. You might want to hold a contest to see who can say the most in the least space and even allow abbreviations if you choose. Most students will be eager to try it if you present it as a challenge. One approach might be to use the textbook’s Chapter 3 summary and copy, paste, and edit four or five key sentences. 12. Explain the differences between a Gantt chart and a PERT/CPM chart. Solution Guidance: A Gantt chart is a horizontal bar chart that represents a schedule. In a Gantt chart, time is displayed on the horizontal axis, and the activities are arranged vertically, from top to bottom, in the order of their start dates. The chart contains a horizontal bar for each task or group of tasks. The horizontal position of each bar shows the activity's start and end, and the bar's length indicates its duration. A Gantt chart can be used to report a project's status by comparing scheduled progress for a task against actual progress for that task. Using various graphic techniques, a Gantt chart can show the amount of work completed versus the amount of work not yet finished. Although Gantt charts clearly show project status, they are not an ideal tool for project control because they do not show task dependencies. Therefore, you cannot determine the impact on the entire project caused by a single task that falls behind schedule. Also, a Gantt chart shows the required time span, not the specific number of hours or person-days. A PERT/CPM chart shows a project as a network diagram. Traditionally, the activities are shown as vectors, or lines, and the events are displayed as circular or rectangular nodes. Vectors on a PERT/CPM chart show task dependencies but do not indicate the duration of the activities they represent. Instead, the estimated duration of the activity appears below the vector. PERT/CPM charts also use a dashed vector line to represent a dummy activity, indicating an event dependency but not requiring any resources or completion time. 13. What are the three main task pattern types? Provide an example of each. Solution Guidance: A project is based on a pattern of tasks. In a large project, the overall pattern would be quite complex. Still, it can be broken down into three basic types of patterns: dependent tasks, multiple successor tasks, and multiple predecessor tasks. You can identify task patterns by looking carefully at the wording of the task statement. Words like then, when, or and are action words that signal a sequence of events. Here are three simple examples: 

―Do Task 1, then do Task 2‖ describes dependent tasks that must be completed one after the other.

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―When Task 2 is finished, start two tasks: Task 3 and Task 4‖ describes multiple successor tasks that can both start as soon as Task 2 is completed.

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―When Tasks 5 and 6 are done, start Task 7‖ indicates that Task 7 is a multiple predecessor task because it can’t start until two or more prior tasks are completed. In a relay race, each runner depends on the preceding runner and cannot begin until the earlier runner finishes.

14. Explain why trust is a fundamental aspect of effective people management. Solution Guidance: Trust is a fundamental aspect of effective people management because when people feel trusted, they tend to be more committed, more willing to take on challenges, and more likely to feel a sense of ownership over their work. But building trust within a team isn’t an overnight job. It takes time, consistency, and fairness. As a systems analyst or manager, your team needs to trust your decisions and your ability to guide the project to successful completion. 15. What happens when project updates are irregular or nonexistent? Solution Guidance: When project updates are irregular or nonexistent, it can lead to confusion and misaligned expectations, often resulting in delays or conflicts. This could occur if project managers do not

communicate consistently, if there are too many communication channels causing information to get lost, or if team members are not proactive in sharing updates. Team members might assume that everyone knows what they’re working on or might be too engrossed in their tasks to provide updates. This can lead to a lack of understanding of the bigger picture and the project’s overall progress. 16. Why is functionality a key criterion in technology selection? Solution Guidance: Functionality is a key criterion in technology selection because the tools chosen must possess the features required to carry out the intended tasks. 17. Summarize why investing in skills and technology is a critical factor in the financial management aspect of systems projects. Solution Guidance: With technology evolving at a breakneck speed, organizations must ensure their teams are equipped with the latest tools and possess the required skills to use them effectively. While these investments may initially seem like additional costs, they often lead to long-term financial benefits by increasing efficiency and reducing time to market. As such, investing in the right technology and nurturing the talent to maximize its potential is not just an expenditure but an investment in the organization’s future. 18. Why are requirements changes a significant source of risks in system projects? Solution Guidance: Changes in requirements are a significant source of risks in system projects because stakeholders often alter their needs and expectations during the project, leading to project scope, timeline, or budget changes. This can introduce significant uncertainties into the project and may require rework, leading to increased costs and delays. Furthermore, discrepancies or misunderstandings in interpreting the requirements may lead to misalignment between the designed system and stakeholder needs. 19. What is a significant advantage of using project management software? Solution Guidance: A significant advantage of project management software is that the software does most of the work automatically. This allows the project manager to rapidly adjust schedules, estimates, and resource assignments to respond to real-world events. 20. Explain Brooks’ Law. Solution Guidance: Frederick Brooks Jr., then an IBM engineer, observed that adding staffing to a late software project only makes it later. Brooks reached this conclusion when he saw that new workers on a project first had to be educated and instructed by existing employees, whose productivity was reduced accordingly.

DISCUSSION TOPICS 21. When using a project triangle to illustrate conflicting priorities, Microsoft suggests that if the problem is in the fixed leg, work on the other two legs. For example, if the project must be within the budget and is starting to run over, adjust the schedule, the scope, or both. However, the adjustment might be in the remaining portion if the problem is unrelated to the fixed leg. So, when faced with a limited budget (fixed leg) and the schedule is slipping (problem leg), the project’s scope (remaining leg) might have to be adjusted. Why is explaining this situation to management sometimes difficult for the systems analyst? Solution Guidance: Each project team must decide what is most important because the work cannot be good and fast and cheap. When it comes to project management, things are more complex. Decisions do not need to be all-or-nothing but recognize that any change in one leg of the triangle will affect the other two legs. Figure 3-2 represents a common view of a project triangle, where the three legs are cost, scope, and time. The challenge is to find the optimal balance among these factors. Most successful project managers rely on personal experience, communication ability, and resourcefulness. For example, suppose

an extremely time-critical project starts to slip. In that case, the project manager might have to trim some features, seek approval for a budget increase, add new personnel, or combine all three actions. On its website, Microsoft offers an interesting suggestion for project managers who have a project at risk: find the ―stuck side‖ of the triangle. Microsoft states that in most projects, at least one side of the triangle is fixed and unlikely to change. It might be a budget cast in stone, an inflexible scope, or a schedule driven by factors beyond the firm’s control. Explaining these factors can be challenging for the systems analyst because management wants all three: good, cheap, and fast. The fact that you can usually only get two of these three qualities is not what management wants to hear (even if they understand it). 22. Consider a scenario where a task depends on another task being started but not necessarily completed. For example, a project may depend on a task being started and one-fourth completed before the group can start their portion. Do you think this situation occurs frequently in systems projects? Why or why not? Solution Guidance: Yes, this situation is quite common. For groups to be able to work in parallel, they sometimes need input from partially completed tasks. For example, one group working on a feasibility study may require another group to partially meet their requirements elicitation process for one or more tasks. 23. If you manage a large project, would you prefer Gantt charts or PERT/CPM charts to communicate project status? Explain why. Solution Guidance: One advantage of PERT/CPM charts is that, unlike Gantt charts, all tasks and dependencies are shown, and PERT/CPM charts can be used for scheduling, monitoring, and controlling projects. However, PERT/CPM charts can be complicated, especially for larger projects. Also, the overall picture presented by a PERT/CPM chart is not as clear as a Gantt chart, which graphically displays the timing and duration of the activities. That said, systems analysts and managers may have their preferences. 24. Some project management applications can be quite expensive. As a manager, how would you justify the purchase of this software? Solution Guidance: Project management software does most of the work automatically, whereas a systems analyst and manager must do the work manually. This is an error-prone situation that the software remedies. This enables much more effective management. It also frees the analyst and manager to focus on more important, customer-facing issues. Students might suggest a cost–benefit analysis, similar to the financial analysis they do in a preliminary investigation or at other points in the SDLC. All three financial analysis tools (payback, ROI, and net present value) would apply to a software purchase. The most challenging part would be estimating the anticipated benefits. Another interesting idea might be to ask students to agree or disagree with the notion that an investment can be similar to an insurance policy: it doesn’t produce tangible benefits, but it prevents losses that might occur in its absence. 25. Risk analysis is typically a two-step process: qualitative risk analysis and quantitative risk analysis. As a systems analyst, for which sorts of project management decisions would you use the results from qualitative risk analysis? From quantitative risk analysis? Solution Guidance: Qualitative risk analysis evaluates each risk by estimating the probability that an adverse event will occur and the degree of impact. Project managers can use a formula to weigh risk and impact values or display the results in a two-axis grid. For example, a Microsoft Excel XY chart can

display a risk matrix, as shown in Figure 3-19. The chart shows the various combinations of risk and impact ratings for the five sample values. This tool can help a project manager focus on the most critical areas with high risk probability and potential impact. Quantitative risk analysis aims to clarify the impact on project objectives in terms of dollars, time, project scope, or quality. Quantitative risk analysis can involve a modeling process called what-if analysis, which allows a project manager to vary one or more element(s) in a model to measure the effect on other elements.

HANDS-ON PROJECTS 26. Think of all the tasks that you perform when you purchase a car. Include any research, decisions, or financial issues related to the purchase. Create a work breakdown structure (WBS) that shows all the tasks, their estimated duration, and any predecessor tasks. Solution Guidance: Answers will vary. Allowing students to share their responses and critique each other’s work would be interesting. The important objective is to demonstrate an understanding of WBS concepts and techniques explained in the textbook. 27. Table 3-3 shows a WBS with 11 tasks. Notice that each task has an ID, a description, duration, and a reference to predecessor tasks, if any, which must be completed before the task can begin. Also, notice that dependent tasks can have one predecessor task or several. Construct a PERT/CPM chart from these tasks. Recall that this is done as a two-step process: (1) display the tasks and task patterns, and (2) enter start and finish times. Solution Guidance: STEP 1: DISPLAY THE TASKS AND TASK PATTERNS: The first step, as shown in the figure below, is to identify the tasks, determine task dependencies, and enter the task name, ID, and duration. Notice that this example includes dependent tasks, multiple successor tasks, and multiple predecessor tasks.

STEP 2: ENTER START AND FINISH TIMES: In the second step, as shown in the figure below, enter the start and finish times by applying the guidelines in this section. For example, Task 1 has a one-day duration, so the start and finish times for Task 1 are entered as Day 1. Then enter Day 2 as the start time for successor Tasks 2 and 3. Continuing from left to right, add each task's duration to its start time to determine its finish time.

28. Many of today’s projects involve team members scattered across different time zones and physical locations. Moreover, the projects may have adopted an agile methodology, dramatically reducing cycle time. Write a brief report summarizing some of the key differences a manager would face with this type of project as opposed to a traditional one. Solution Guidance: It would be instructive to list some of the common challenges in a traditional project first and then evaluate how (if at all) these challenges are magnified or reduced in a time- and space-shifted agile project. Then discuss some of the new challenges such a project would face. This project might be suitable for group work, possibly led by the instructor with in-class discussions. 29. Perform an Internet search to learn more about project risk management and write a summary of the results. Be sure to search for the classic book Waltzing with Bears: Managing Risk on Software Projects by Tom DeMarco and Timothy Lister. Solution Guidance: The chapter highlights that every IT project involves risks that systems analysts and IT project managers must address. A risk is the possibility of an adverse event that could negatively affect the project. Risk management identifies, evaluates, tracks, and controls risks to minimize their impact. An Internet search should produce numerous articles, websites, and information about risk management. The book by DeMarco and Lister is fascinating to an IT student. According to the publisher, ―By ignoring the threat of negative outcomes—in the name of positive thinking or a can-do attitude—software managers drive their organizations into the ground.‖ The publisher claims that the authors show readers how to identify and embrace worthwhile risks in this book. Developers are then set free to push the limits. 30. Go to the websites for project management tools besides Microsoft Project, such as Apptivo (www.apptivo.com), GanttProject (www.ganttproject.biz), Gantter (www.gantter.com), Smartsheet (www.smartsheet.com/product-tour/gantt-charts), Monday (www.monday.com), and Trello (www.trello.com). Explore each program’s features and describe what you like and don’t like. Solution Guidance: Microsoft Project can be used as the baseline for comparison. What an analyst ―likes‖ (or dislikes) should be contextualized based on the project’s requirements. The instructor might consider doing this project as a demo for the class or assigning it to student teams. Depending on the timing, the instructor can use the software for most of the semester and create other hands-on tasks and assignments for students that will give them practical experience with these applications.

ETHICAL ISSUES ―Better blow the whistle,‖ says your friend and project teammate. ―The project is out of control, and you know it!‖ ―Maybe so,‖ you respond, ―but that’s not my call—I’m not the project manager.‖ What you don’t say is that the project manager feels like their career is on the line and is reluctant to bring bad news to management. They believe the project can catch up and say an alarming report on a major project could result in bad publicity for the firm and frighten potential customers. To be fair, the next management progress report is due in three weeks. It is possible that the team could catch up, but you doubt it. You wonder if there is an ethical question here: Even though the report isn’t due yet, should a significant problem be reported to management as soon as possible? You are concerned about the issue and decide to discuss it with the project manager. What will you say to them? Solution Guidance: A conversation you could have with the project manager might go as follows: I want to discuss something on my mind regarding the project. I’m aware of the pressure you’re under, and I appreciate the efforts you’re putting in to make this a success. I believe in our team and understand the desire to avoid negative publicity and not scare away potential customers. But, as you know, we seem to be behind schedule, and it’s been causing some worry within the team. There’s a chance we might not meet our deadline, and I feel it’s important to discuss this openly. Transparency is crucial, allowing us to look at the situation from different perspectives and find potential solutions. While the next management progress report isn’t due for a few weeks, I wonder if we should inform them earlier. This way, we could receive additional support or resources that might help us catch up. I believe it’s not about delivering bad news but about proactively seeking assistance when needed. I want what’s best for the team and the company. I’m open to discussing possible ways forward and how we can turn things around. What are your thoughts?

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Needs Improvement

Incomplete

Grammar and Spelling

analysis of results from the activity or research from academically reliable sources. 5 points The assignment has two or fewer grammatical and spelling errors. 5 points

some analysis of results analysis of results from the from the activity or research activity or research from from academically reliable academically reliable sources. sources. 3 points 0 points The assignment has three to The assignment has more five grammatical and than five grammatical and spelling errors. spelling errors, is 3 points incomplete, or is unintelligible. 0 points

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 04: REQUIREMENTS ENGINEERING

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 20 Discussion Topics ...................................................................................................................................... 23 Hands-On Projects .................................................................................................................................... 24 Ethical Issues ............................................................................................................................................. 25 Activity Rubric .......................................................................................................................................... 26

REVIEW QUESTIONS 31. What is a system requirement, and what are three challenges it presents to the systems analyst? Solution Guidance: A system requirement is a characteristic or feature that must be included in an information system to satisfy business requirements and be acceptable to users. System requirements serve as benchmarks to measure the overall acceptability of the finished system. Requirements present numerous challenges to the systems analyst. Three of the most important are imprecision, agreement, and creep. 32. Is the requirement ―The system shall respond within 2 seconds‖ a functional or non-functional requirement? Solution Guidance: This is an example of a non-functional requirement, which is a statement of operational system constraints. 33. What is Scrum? Solution Guidance: Scrum is an agile approach to systems development. The name comes from the rugby term, where players lunge at each other to achieve their objectives, as shown in Figure 4-3. The systems development version of Scrum involves the same intense interaction, though it is more mental than physical. Agile team members play specific roles in a Scrum session, including colorful designations like pigs or chickens.

In the agile world, the pigs include the product owner, the facilitator, and the development team, while the chickens include users, other stakeholders, and managers. Scrum sessions have specific guidelines that emphasize time blocks, interaction, and team-based activities that result in deliverable software. An agile team uses a series of scrums to pause the action and allow the players to reset the game plan, which remains in effect until the next scrum. 34. What five questions typically are used in fact-finding? Solution Guidance: During requirements engineering, the analyst performs fact-finding and asks the questions ―who,‖ ―what,‖ ―when,‖ ―where,‖ and ―how.‖ As shown in Table 4-3, the additional question, which is very important, is ―why.‖ 35. Provide three examples each of closed-ended, open-ended, and range-of-response questions. Solution Guidance: Open-ended questions encourage spontaneous and unstructured responses. Such questions are useful for understanding a larger process or drawing out the interviewee’s opinions, attitudes, or suggestions. For example, ―Describe the network and why you designed it that way.‖ Other examples of open-ended questions include the following: 

What are users saying about the new system?



How is this task performed?

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Why do you perform the task that way?



How are the checks reconciled?

Closed-ended questions limit or restrict the response. Closed-ended questions are used when more specific information is needed or when facts must be verified. For example, ―Did you personally check the results?‖ Other examples of closed-ended questions include the following: 

How many personal computers do you have in this department?

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Do you review the reports before they are sent out?

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How many hours of training does a clerk receive?

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Is the calculation procedure described in the manual?

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How many customers ordered products from the website last month?

Range-of-response questions are closed-ended questions that ask the person to evaluate something by providing limited answers to specific responses or on a numeric scale. This method makes it easier to tabulate the answers and interpret the results. For example, ―On a scale of 1 to 10, how strongly do you feel about this plan?‖ Other examples of range-of-response questions include the following: 

How effective was your training on a scale of 1 to 10, with 1 being the lowest and 10 being the highest?



How would you rate the severity of the problem: low, medium, or high?

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Is the system shutdown something that occurs sometimes, often, usually, never, or always?

36. Explain how the observation fact-finding technique works, including the Hawthorne Effect. Solution Guidance: The observation of current operating procedures is a fact-finding technique. Seeing the system in action provides additional perspective and a better understanding of system procedures. Personal observation also allows the analyst to verify statements made in interviews and determine whether

procedures operate as described. Through observation, it might be discovered that neither the system documentation nor the interview statements are accurate. Personal observation also can provide significant advantages as the development process continues. For example, recommendations are often better accepted when based on personal statements of actual operations. Observation can also provide the knowledge needed to test or install future changes and help build relationships with the users who will work with the new system. As people are observed at work, as shown in Figure 4-7, consider a factor called the Hawthorne Effect. The name comes from a well-known study performed in the Hawthorne plant of the Western Electric Company in the 1920s. The study aimed to determine how various changes in the work environment would affect employee productivity. The surprising result was that productivity improved during observation, whether the conditions were better or worse. Researchers concluded that productivity improved whenever the workers knew they were being observed. 37. What is the relationship between user stories and features in agile projects? Solution Guidance: If agile methods are used for requirements elicitation, a variation of interviews focusing on features, user stories, scenarios, and storyboards is used. A feature (sometimes called an epic) is a simple, high-level statement of a requirement. A feature has a descriptive name, an estimate of its size regarding derived requirements or user stories, and a priority. The stakeholders typically provide features through initial interviews with the systems analyst. User stories represent more fine-grained requirements. Taken together, a set of user stories forms a feature. A user story also has a descriptive name, along with a simple sentence of the form, ―As a [user role], I want [action] so that [goal].‖ User roles, actions, and goals represent a category of stakeholder, a particular effect, and an outcome, respectively. User stories also include an optional condition of satisfaction, which can be used as a guide to determine whether the product satisfies the requirement. A user story is meant to be succinct and is often drawn on a 3 × 5-inch index card (or the software equivalent). 38. What is a functional decomposition diagram, and why would you use one? Solution Guidance: A functional decomposition diagram (FDD) is a top-down representation of a function or process. Using an FDD, an analyst can show business functions and break them down into lower-level functions and processes. Creating an FDD is similar to drawing an organizational chart—you start at the top and work your way down. Figure 4-12 shows an FDD of a library system. FDDs can be used at several stages of systems development. During requirements modeling, analysts use FDDs to model business functions and show how they are organized into lower-level processes. Those processes translate into program modules during application development. 39. What is the difference between validation and verification of system requirements? Solution Guidance: Requirements validation and verification (V&V) is concerned with demonstrating that the requirements define the system that the customer wants. Because requirements error costs are high, V&V is very important; fixing a system later in the SDLC is many times more expensive than repairing it during requirements engineering. Requirements V&V focuses on answering two important questions: 

Validation: Are the correct requirements stated?



Verification: Are the requirements stated correctly?

40. Why is traceability important in tool support for requirements engineering?

Solution Guidance: Traceability is the ability to follow a requirement backward to its origins and forward through the SDLC to link design documents, code fragments, and test artifacts. It is essential because it helps determine if the requirements are consistent and complete, thereby satisfying the users’ system needs.

DISCUSSION TOPICS 41. JAD requires strong interpersonal and communication skills from the systems analyst. Are those skills different from the ones that an analyst needs when conducting one-to-one interviews? Explain your answer. Solution Guidance: A systems analyst working with JAD requires the same skills needed when working one-to-one; however, the analyst also must be able to work as a team member. The systems analyst also will have to meet deadlines they did not create, and might be dependent on other members of the team. A JAD team will have a project leader with the skills to direct a group, resolve conflicts, and focus the team on the task at hand. 42. Agile methods use rapid development cycles to iteratively produce running system versions. How would these shorter cycles affect the analyst’s ability to manage system requirements? Solution Guidance: Shorter development cycles can affect requirements management both positively and negatively. Shorter cycles can positively impact requirements management by letting the analyst quickly iterate to clarify requirements. The faster all stakeholders reach an agreement, the more successful the project is likely to be. Shorter cycles can negatively impact requirements by causing too much churn for the analyst to manage. Instead of getting closer to a solution, the requirements may diverge in each cycle, leading the team to chase ever-changing customer needs. 43. A group meeting sometimes is suggested as a practical compromise between interviews and questionnaires. In a group meeting, a systems analyst meets with several users simultaneously. Discuss the advantages and disadvantages of group meetings. Solution Guidance: Some possible advantages are: 

A group meeting requires less time than individual interviews with all the participants. With the same amount of the analyst’s time, more end users can contribute their knowledge and opinions.



The systems analyst can respond to what is said and address follow-up questions to more than one user.

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The comments of one participant can trigger thoughts and discussion from others in the group.



The analyst can observe interaction among the participants. This can reveal information about the way the organization functions.

Some possible disadvantages are: 

A group meeting is less personal than an interview. Some participants might be less candid in a group meeting than they would be in a one-to-one interview.



It can be difficult to find a time when all the desired participants can attend a group meeting.

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Because each person must be given sufficient time to participate, a group meeting can become lengthy and repetitive.

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One participant might dominate the discussion, taking up the time of all the other participants.

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A questionnaire can reach many more people than could attend a group meeting.

44. Research the Internet, magazines, or textbooks to find examples of visual aids, including bar charts, pie charts, line charts, tables, diagrams, and bulleted lists. How effective was each example? Find at least one example that you could improve. Explain your choice. Solution Guidance: Answers will vary. The objective is to generate examples of visual aids and discuss what makes some more powerful and effective. 45. Traceability is an essential requirement attribute. It’s one of the things that should be checked when performing validation and verification of the system requirements. Describe how you would manually check traceability for an existing system and list a few features of a CASE tool that you think would help you with the task. Solution Guidance: Traceability is a desirable characteristic in which the origin of a requirement is connected back to the requirement itself, which in turn is linked to design artifacts, code fragments, and even test cases in the SDLC. This can be checked manually using paper and pencil, tables in Microsoft Excel, or a database. To automate this process, CASE tools should manage all relationships between all artifacts in requirements engineering.

HANDS-ON PROJECTS 46. Use the requirements elicitation techniques of document review, observation, brainstorming, sampling, and research to capture the requirements of a typical elevator control system. Use natural language and the UML to represent the situation in which people on different floors simultaneously push the ―Up‖ button. Solution Guidance: Answers will vary. The situation in which the ―Up‖ button is pushed simultaneously on different floors is meant to stimulate the students to think about how to deal with requirements that are ―unlikely to happen.‖ Still, when they do, they must be managed appropriately. 47. Prepare a presentation summarizing JAD and RAD. Explain how they differ from traditional fact-finding methods. What are the main advantages of team-based approaches? Solution Guidance: Joint application development (JAD) is a popular fact-finding technique that brings users into the development process as active participants. Rapid application development (RAD) is a team-based technique that speeds up information systems development and produces a functioning information system. The IT department aims to deliver the best possible information system, at the lowest possible cost, in the shortest possible time. To achieve the best results, systems developers view users as partners in the development process. Greater user involvement usually results in better communication, faster development times, and more satisfied users. The traditional model for systems development was an IT department that used structured analysis and consulted users only when their input or approval was needed. Although the IT staff still has a central role, and structured analysis remains a popular method of systems development, most IT managers invite system users to participate actively in various development tasks. JAD and RAD are team-based approaches that increase user involvement in the requirements process. 48. Design a questionnaire to learn what students think of the registration process at your school. Apply the guidelines you learned in this chapter.

Solution Guidance: Using the sample in Figure 4-8 as a model, students should be able to design a simple questionnaire. This would be a good team exercise, with teams acting as the responders to each other’s questionnaire, then offering feedback and suggestions for improvement. 49. Create an FDD like Figure 4-12, showing your school instead of the library example. Solution Guidance: Answers will vary. Many students will identify main functions such as admissions, the registrar’s office, student services, and academic units. Each main function might have several subfunctions, processes, and so on. The main idea is to encourage students to identify and show the components graphically in the FDD. 50. A desirable requirement characteristic is that it is consistent and complete. Examine several requirements engineering CASE tools and document how (if at all) they support automated consistency analysis for validating and verifying requirements. Solution Guidance: Answers will vary. CASE tools for requirements engineering differ in their support for automated consistency analysis for V&V. Have the students focus on this specific tool feature to limit the scope of their study.

ETHICAL ISSUES Your supervisor manages the corporate office where you work as a systems analyst. Several weeks ago, after hearing rumors of employee dissatisfaction, they asked you to create a survey for all IT employees. After the responses were returned and tabulated, your supervisor was disappointed that many employees assigned low ratings to morale and management policies. This morning your supervisor called you into their office and asked whether you could identify the departments that submitted the lowest ratings. No names were used on the individual survey forms. However, you could identify the departments with some analysis because several questions were related. Now you need to figure out how to respond. The expectation was that the survey would be anonymous. Even though no individuals would be identified, would it be ethical to reveal which departments sent in the low ratings? Would your supervisor’s motives for wanting this information matter? Solution Guidance: It would be unethical to reveal which departments submitted the low ratings, even if no individuals are identified, because the survey's expectation of anonymity was set beforehand. The supervisor's motives for wanting this information do not change the ethical considerations; maintaining the trust and confidentiality of the survey participants should be prioritized. It is important to respect the confidentiality and privacy of the employees who participated in the survey, and any analysis or reporting should be focused on addressing the overall concerns rather than singling out specific departments.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 05: DATA & PROCESS MODELING

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 27 Discussion Topics ...................................................................................................................................... 30 Hands-On Projects .................................................................................................................................... 31 Ethical Issues ............................................................................................................................................. 32 Activity Rubric .......................................................................................................................................... 33

REVIEW QUESTIONS 51. What is the relationship between logical and physical models? Solution Guidance: A logical model shows what the system must do, regardless of how it will be implemented physically. Later, in the systems design phase, a physical model is built that describes how the system will be constructed. 52. What is the function of a data flow diagram in the SDLC? Solution Guidance: Systems analysts use many graphical techniques to describe an information system. One popular method is to draw a set of data flow diagrams. A data flow diagram (DFD) uses various symbols to show how the system transforms input data into useful information. During the systems analysis phase of the SDLC, the systems analyst creates a visual model of the information system using a set of data flow diagrams. 53. Draw examples of the four basic data flow diagram symbols. Solution Guidance: Data flow diagrams use four basic symbols representing processes, data flows, data stores, and entities. Several versions of DFD symbols exist, but they all serve the same purpose. DFD examples in the textbook use the Gane and Sarson symbol set. Another popular symbol set is the Yourdon symbols. Figure 5-1 shows examples of both versions. In this text, symbols are referenced using all capital letters for the symbol name.

54. What are the six guidelines to follow when drawing data flow diagrams? Solution Guidance: Follow these six guidelines when drawing a context diagram and other DFDs: 

Draw the context diagram so it fits on one page.



Use the name of the information system as the process name in the context diagram. For example, the process name in Figure 5-9 is GRADING SYSTEM. Notice that the process name is the same as the system name. This is because the context diagram shows the entire information system as a single process. For processes in lower-level DFDs, use a verb followed by a descriptive noun, such as ESTABLISH GRADEBOOK, ASSIGN FINAL GRADE, or PRODUCE GRADE REPORT.



Use unique names within each set of symbols. For instance, the diagram in Figure 5-9 shows only one entity named STUDENT and only one data flow called FINAL GRADE. Whenever the entity STUDENT appears on any other DFD in the grading system, it is the same entity. Whenever the FINAL GRADE data flow appears, it is the same data flow. The naming convention also applies to data stores.



Do not cross lines. One way to achieve that goal is to restrict the number of symbols in any DFD. There should be at most nine process symbols on lower-level diagrams with multiple processes. Including more than nine symbols usually signals that the diagram is too complex and that the analysis should be reconsidered. Another way to avoid crossing lines is to duplicate an entity or data store. When duplicating a symbol on a diagram, document the duplication to avoid possible confusion. A special notation, such as an asterisk, next to the symbol name and inside the duplicated symbols signifies that they are duplicated on the diagram.



Provide a unique name and reference number for each process. Because it is the highest-level DFD, the context diagram contains process 0, representing the entire information system but not the internal workings. To describe the next level of detail inside process 0, create a DFD named diagram 0, revealing additional processes that must be named and numbered. As lower-level DFDs are created, assign unique names and reference numbers to all processes until the logical model is completed.



Obtain as much user input and feedback as possible. The main objective is to ensure that the model is accurate, easy to understand, and meets the needs of its users.

55. What is the difference between a context diagram and diagram 0? Solution Guidance: The context diagram contains only one process symbol, process 0, representing the entire system. Diagram 0 is a more detailed (or exploded, partitioned, or decomposed) version of process 0 on the context diagram. The major processes, data flows, and data stores for the information system are shown in diagram 0. 56. Which symbol is not used in a context diagram? Solution Guidance: The data store symbol is not used in a context diagram. Use a data store only when two or more processes use that data store. Otherwise, the data store is internal to a process and not visible from the outside. Because a context diagram involves only one process, all data stores are internal to that process and do not appear in the context diagram. 57. How would you level a data flow diagram? Solution Guidance: Leveling is also called exploding, partitioning, or decomposing. Leveling describes the technique of representing the graphical model of an information system first as a single process, then in greater and greater detail until all processes are functional primitives. 58. How would you balance a data flow diagram? Solution Guidance: A balanced data flow diagram has the parent process's input and output data flows preserved on the child data flow diagram. To be sure it is correct, you would check carefully to see that these flows are the same. This is called the ―black box‖ concept—the wires going in and out are the same,

but you cannot see what goes on inside the box until you explode the DFD. Refer to Figure 5-15 for a good example of this concept. 59. What is a data element? Solution Guidance: A data element, also called a data item or field, is the smallest piece of data that has meaning within an information system. Data elements include a student’s grade, salary, Social Security number, account balance, and company name.

60. What is the purpose of a decision table? Solution Guidance: A decision table is a logical structure that shows every combination of conditions and outcomes. Analysts often use decision tables to describe a process and ensure they have considered all possible situations.

DISCUSSION TOPICS 61. How would you convince management that following a four-model approach is wise? Solution Guidance: Many analysts follow a four-model approach, which means that they develop a physical model of the current system, a logical model of the current system, a logical model of the new system, and a physical model of the new system. The major benefit of the four-model approach is that it provides a clear picture of current system functions before any modifications or improvements are made. That is important because mistakes made early in systems development will affect later SDLC phases and can result in unhappy users and additional costs. Taking extra steps to avoid these potentially costly mistakes can prove worthwhile. Another advantage is that a new information system's requirements are often quite similar to those of the current information system, especially where the proposal is based on new computer technology rather than many new requirements. Adapting the current system's logical model to the new one in these cases is a straightforward process. 62. When might it be appropriate to violate the ―no crossed lines‖ guideline in data flow diagrams? Solution Guidance: It might be appropriate to violate this guideline if the resultant DFD is more complex and harder to understand. All diagrams are forms of communication, and clarity in expression and understanding are paramount. Students can create DFDs and compare their appearance with and without crossed lines. 63. What is the relationship between system requirements and context diagrams? Solution Guidance: A context diagram is a top-level view of an information system that shows the system’s boundaries and scope. To determine which entities and data flows to place in the context diagram, begin by reviewing the system requirements to identify all external data sources and destinations. During that process, identify the entities, the name and content of the data flows, and the direction of the data flows. 64. How might tools be used to document the design of a data dictionary? Solution Guidance: A data dictionary (repository) is a central storehouse of information about the system’s data. An analyst uses the data dictionary to collect, document, and organize specific facts about the system, including the contents of data flows, data stores, entities, and processes. The data dictionary also defines and describes all data elements and meaningful combinations of data elements. Significant relationships exist among the items in a data dictionary. For example, data stores and data flows are based on data structures, which are composed of data elements. Data flows are connected to data stores, entities, and processes. Accurately documenting these relationships is essential so the data dictionary is consistent with the DFDs. The more complex the system, the more difficult it is to maintain complete and accurate documentation. Fortunately, modern tools simplify the task by flowing documentation automatically from the modeling diagrams into the central repository, along with information entered by the user. 65. Some systems analysts find it better to start with a decision table and then construct a decision tree. Others believe it is easier to use the reverse order. Which do you prefer? Why?

Solution Guidance: By now, students should see the pros and cons both ways. They should realize that the answer might depend on the audience and the complexity of the process description. Divide the group into teams and ask them to present the best arguments in a debate format.

HANDS-ON PROJECTS 66. The data flow symbols shown in Figure 5-1 were designed by Ed Yourdon, a well-known IT author, lecturer, and consultant. Many IT professionals consider him among the most influential people in the software field. Learn more about Yourdon by visiting online resources and writing a brief review of his work. Solution Guidance: This is an excellent opportunity for students to learn more about one of the leading figures in the IT world. Yourdon was highly influential and contributed enormously to IT modeling and systems design concepts. Sadly, he died in 2016. 67. Explore three tools to draw the four basic data flow diagram symbols and describe what you liked and disliked about each tool. Solution Guidance: Answers will vary. The four basic DFD symbols are well-established and supported by many diagramming and modeling tools. Have the students focus only on these four symbols and encourage them to be detailed in their likes and dislikes. 68. Draw a context diagram and a diagram 0 DFD representing a typical library's information system. Solution Guidance: Suggest that students start with a functional decomposition diagram (FDD) to identify the major functions before they create the DFDs. A sample FDD follows (Figure 4-12):

Students should be able to create a basic context diagram using their personal experience and understanding of library functions. Their Diagram 0 DFDs will depend on the context diagram they created. 69. Create a decision table with three conditions. You can make one up or use a scenario from everyday life. Either way, be sure to show all possible outcomes. Solution Guidance: Students should be able to suggest situations where several conditions control the outcome. Some suggestions might be course prerequisites (and possible waivers) that determine whether a student can take a particular course, various discounts that can (or cannot) be combined to change the price

at a retail store, or a company policy that allows an employee to take sick leave if they have enough seniority and accumulated sick leave time. 70. Explore using structured English to describe processes in fields other than systems analysis. Solution Guidance: Structured English is a subset of standard English that describes logical processes clearly and accurately. Other areas that use structured English include scientific experiments, instruction manuals, and cookbook recipes. The instructor can illustrate the importance of ―structure‖ in structured English by rewording the description of a process so that it is written in a more unstructured manner. The resulting confusion and misunderstandings highlight the importance of structure.

ETHICAL ISSUES 71. This is your first week in your new job at Safety Zone, a leading producer of IT modeling software. Your prior experience with a smaller competitor gave you an edge in landing the job, and you are excited about joining a larger company in the same field. So far, all is going well, and you are getting used to the new routine. However, you are concerned about one issue. In your initial meeting, the IT manager seemed very interested in the details of your prior position, and some of the questions made you a little uncomfortable. The manager did not actually ask you to reveal any proprietary information but made it clear that Safety Zone likes to know as much as possible about its competitors. Thinking about it, you try to draw a line between information that is okay to discuss and topics such as software specifics or strategy that should be considered private. This is your first time in a situation like this. How will you handle it? Solution Guidance: This is indeed a delicate situation. Handling this with care is crucial, as it involves your professional integrity and potential legal implications. Here's how you might approach it: Understand the boundaries. You need to understand that your previous company's proprietary information, trade secrets, or internal strategies should remain confidential. Sharing this kind of information is unethical and potentially illegal, depending on the agreements you might have signed with your former employer. Create clear communication. If you're asked directly or indirectly to share proprietary information, be transparent about your ethical and legal obligations. Politely but firmly make it clear that while you're excited to bring your skills and general industry knowledge to your new role, you won't be able to share specific proprietary or confidential information about your previous employer. Focus on transferrable skills and general industry knowledge. You can share the skills, experiences, and general industry knowledge you have acquired if it doesn't involve disclosing confidential information. This might include general best practices, technical skills, project management strategies, and so on. Consult Human Resources or legal advice. If you continue to feel uncomfortable, consider contacting your Human Resources representative, or seek legal advice to clarify what you can and cannot share. Document conversations. Record any instances in which you felt pressured to disclose confidential information. This can be helpful if any dispute arises later. Remember, preserving your professional integrity and ethical conduct is paramount, even when facing pressure. It's essential to foster a culture of respect for intellectual property and confidentiality in the industry, starting with each individual's decisions.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 06: OBJECT MODELING

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 34 Discussion Topics ...................................................................................................................................... 36 Hands-On Projects .................................................................................................................................... 37 Ethical Issues ............................................................................................................................................. 38 Activity Rubric .......................................................................................................................................... 39

REVIEW QUESTIONS 72. What is object-oriented analysis? Solution Guidance: Object-oriented (O-O) analysis is a popular approach that sees a system from the viewpoint of the objects themselves as they function and interact with the system during the implementation phase of the SDLC. Systems analysts and programmers transform the objects into program code modules. A modular approach saves time and money because the modules can be optimized, tested, and reused as often as necessary. 73. Define an object in an information system and provide three examples. Solution Guidance: An object represents a real person, place, event, or transaction. For example, when a patient makes an appointment to see a doctor, the patient is an object, the doctor is an object, and the appointment itself is an object. 74. Define an attribute and provide three examples. Solution Guidance: Attributes are characteristics that describe an object. For example, if you own a vehicle, it has attributes such as make, model, and color. 75. Define a method and provide three examples. Solution Guidance: A method defines specific tasks that an object can perform. Just as objects are similar to nouns and attributes are similar to adjectives, methods resemble verbs that describe what an object does and how. For example, a student object can register for a course, pay a tuition bill, and submit an assignment. 76. Define encapsulation and explain how it is used in O-O analysis. Solution Guidance: Encapsulation means that all data and methods are self-contained. By limiting access to internal processes, an object prevents its internal code from being altered by another object or process. Encapsulation allows objects to be used as modular components anywhere in the system because objects send and receive messages but do not alter the internal methods of other objects. 77. Define a class, subclass, and superclass, and provide three examples of each. Solution Guidance: A class is a group of similar objects. Subclasses are more specific categories within a class. A superclass is a more general category into which a class falls. For example, a NOVEL class belongs to a superclass called BOOK because all novels are books. The NOVEL class can have subclasses called HARDCOVER and PAPERBACK. Students will be able to suggest many more examples of this concept. 78. Explain the concept of inheritance in object relationships. Solution Guidance: Inheritance enables an object, called a child, to derive one or more of its attributes from another object, called a parent. In the example in Figure 6-9, the INSTRUCTOR object (child) inherits many traits from the EMPLOYEE object (parent), including SOCIAL SECURITY NUMBER, TELEPHONE NUMBER, and HIRE DATE. The INSTRUCTOR object can also possess additional attributes, such as TYPE OF INSTRUCTOR. Because all employees share certain attributes, those attributes are assumed through inheritance and do not need to be repeated in the INSTRUCTOR object. 79. Draw an object relationship diagram for a typical library system.

Solution Guidance: After identifying objects, classes, and relationships, an object relationship diagram can be prepared to provide an overview of the system. That model is used as a guide to continue to develop additional diagrams and documentation. Figure 6-10 shows an object relationship diagram for a fitness center. Notice that the model shows the objects and their interactions to perform business functions and transactions. Students can develop a similar diagram for a typical library system using the information about libraries found elsewhere in the chapter. 80. Define a use case and a use case diagram and prepare a sample of each. Solution Guidance: A use case represents the steps in a specific business function or process. A use case diagram is a visual summary of related use cases within a system or subsystem. One example is an auto service department. The operation involves customers, service writers who prepare work orders and invoices, and mechanics who perform the work. This is an example of a use case diagram for an auto service department:

81. Why is it important to use a modeling tool, not just a diagramming tool, during O-O analysis? Solution Guidance: Object modeling requires many types of diagrams to represent the proposed system. Creating the diagrams by hand is time-consuming and tedious, so systems analysts rely on tools to speed up the process and provide an overall framework for documenting the system components. In addition, tools ensure consistency and provide standard links so that once objects are described and used in one part of the design, they can be reused multiple times without further effort.

DISCUSSION TOPICS 82. You are an IT consultant asked to create a new system for a small real estate brokerage firm. You need to gain experience with an O-O approach and decide to try it. How will you begin? How will the tasks differ from structured analysis? Solution Guidance: After the initial research is completed, you would identify all possible actors and objects and determine how they will interact with one another. Because this method integrates data and processes into objects, it differs from structured analysis, which treats data and processes as two separate concepts. 83. Some professionals believe it is harder for experienced analysts to learn object-modeling techniques because they are accustomed to thinking about data and processes as separate entities. Others believe that solid analytical skills are easily transferable to the newer approach. What do you think, and why? Solution Guidance: Some experienced analysts need help changing their thinking; others grasp the O-O approach easily. Many analysts recognize the trend toward O-O analysis and design but have differing views about the value of O-O methodology.

84. Polymorphism is the concept that the same message gives different meanings to different objects. Can you think of examples where this behavior may provide unexpected results? Solution Guidance: Polymorphism is the concept that a message gives different meanings to different objects (e.g., a GOOD NIGHT message might produce different results depending on whether a child or the family dog receives it). This behavior may produce unexpected results if two receiving objects act differently. In this example, the child may reply with ―Goodnight,‖ while the dog may bark or whine. This is a difference between expected results (on behalf of the sender) and actual results (on behalf of the receiver). These results are usually under the control of the programmer. 85. You are creating a system for a bowling alley to manage information about its leagues. During the modeling process, you create a state transition diagram for an object called League Bowlers. What are the possible states of a league bowler, and what happens to a bowler who quits the league and rejoins the following season? Solution Guidance: The possible states of a league bowler might include Potential (signed up but has not been sanctioned), Active (signed up, sanction fees paid), Suspended (delinquent in dues), and Former (quit league or delinquent beyond a reasonable limit). 86. UML is a large and complex modeling language. How can an IT professional tell when a UML diagram is correct and not just visually pleasing? Solution Guidance: Even the most knowledgeable UML experts find it challenging to determine if a complex UML diagram is syntactically correct. As the language evolves, it gets larger, making the problem even worse. One way to determine if a UML diagram is correct is to create it with (or load it into) a proper UML tool. These tools understand the diagram’s semantics (and their syntax). This contrasts with diagramming tools like Visio, which manipulate objects from stencils without fully understanding the diagram’s meaning.

HANDS-ON PROJECTS 87. Contact your school’s or local business’s IT staff to learn if they use O-O programming languages. If so, determine what languages and versions are used, how long they have been used, and why they were selected. Solution Guidance: The results should be interesting. Many organizations use Visual Basic, C++, and Java. If students need help determining whether O-O languages are used, they should research the growth and popularity of various programming languages. 88. Create a presentation explaining O-O analysis, including definitions of basic terms such as objects, attributes, methods, messages, and classes. Solution Guidance: Students should enjoy this project, as it gives them a chance to summarize their knowledge of O-O modeling concepts.

89. Draw an activity diagram showing the actions and events involved in depositing a check to a bank account using a mobile app. Solution Guidance: Answers will vary, depending on the level of detail the students provide for each step of the deposit process. Using a mobile app adds a twist to this project; for example, there may be variations between Android and iPhone usage. 90. Investigate business process modeling languages, such as BPEL. Solution Guidance: There are numerous resources for BPEL online and in print. Many CASE tool vendors have examples and tutorials on how BPEL is used in today’s industry. An understanding of UML and XML will help students grasp the BPEL syntax. BPEL is a complex topic suitable for group projects. 91. Prepare a report on at least three tools that provide UML support. Use the tools’ capabilities to create class and sequence diagrams as a key requirement. Solution Guidance: In Google and many other search engines, it is possible to base a search on more than one phrase or a phrase and one or more additional terms. Have the students focus on class and sequence diagrams to simplify their efforts.

ETHICAL ISSUES 92. Your company sent several staff members for UML training by an outside vendor. Everyone who attended the training received a copy of the instructor’s materials, which included study guides and sample exam questions and solutions. After completing the training course, you can take a certification exam. If you pass the exam, you will be credentialed as a ―UML Expert‖ by an independent agency. You can parlay these credentials into a higher salary and boost your career. A co-worker who did not attend the training asked for a copy of the training materials and wants to take the exam without ―wasting time in class.‖ Should you provide a copy of the training materials? If you do, how might this diminish your accomplishments? If you don’t, would you hurt the team by not helping another member become more knowledgeable about UML? Solution Guidance: In considering this ethical issue within the context of systems analysis and design, various aspects and potential consequences must be weighed. The situation involves disseminating intellectual property—namely, the training materials—and the equitable dispersion of knowledge and opportunity within a team. Sharing educational resources such as training materials can contribute to the team’s collective competence, potentially leading to improved performance and productivity. However, this action could infringe upon the rights of the training provider, as the materials are typically proprietary; sharing them without permission could be legally and ethically unsound. The colleague’s intention to bypass formal training and attempt to acquire the certification could undermine the value and legitimacy of the qualification, as it is intended to represent a standardized level of knowledge and competence achieved through structured learning. Sharing these materials without permission might diminish one’s accomplishments. The effort, time, and resources invested in attending the training and acquiring the knowledge authentically might be devalued if others can attain the same credentials without equivalent investment. This diminishes individual accomplishments and can dilute the overall value and recognition of the certification in the professional community.

However, withholding the materials presents its own set of ethical quandaries. If enhancing the team’s knowledge and proficiency in UML is a shared goal, withholding resources that can facilitate such enhancement can be detrimental to the collective progress and success of the team. Denying a colleague the opportunity to learn and grow could foster a competitive and noncollaborative work environment, which might not be conducive to the overall development and well-being of the team. Given these considerations, a balanced and ethically sound approach might involve encouraging the coworker to attend formal training sessions while emphasizing the value of structured learning and the ethical implications of sharing proprietary materials. One can offer to share insights, experiences, and generalized knowledge acquired from the training, promoting a learning culture within the team without compromising on ethical standards.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 07: USER INTERFACE DESIGN

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 40 Discussion Topics ...................................................................................................................................... 43 Hands-On Projects .................................................................................................................................... 44 Ethical Issues ............................................................................................................................................. 46 Activity Rubric .......................................................................................................................................... 46

REVIEW QUESTIONS 93. Explain Apple’s view of UI design, especially for apps. Solution Guidance: Apple pioneered UI design, introducing the graphical user interface (GUI), complete with mouse and screen icons, in the early 1980s. At that point, only a few companies were ready for this concept. When Microsoft jumped on the GUI bandwagon with its Windows operating system, the corporate doors swung open, and everyone from managers on down said, ―How did we ever do without this?‖ Many industry leaders believe that the best interfaces are the ones that users do not even notice—they make sense because they do what users expect. For example, as shown in Figure 7-1, Apple believes designing an exceptional UI is essential to a successful app. Apple has long distinguished itself from its competitors by the intuitiveness of its products. Apple’s command of the market suggests that consumers are willing to pay a premium for products that ―just work.‖ 94. What is human–computer interaction? Solution Guidance: A UI is based on fundamental principles of human–computer interaction (HCI). HCI describes the relationship between computers and those who use them to perform their jobs. HCI concepts apply to everything from smartphones to global networks. In its broadest sense, HCI includes all the communications and instructions necessary to enter input into the system and obtain output through screen displays or printed reports. 95. Why is a transparent interface desirable? Solution Guidance: Early UIs involved users typing complex commands on a keyboard, displayed as green text on a black screen. Then came the GUI, a vast improvement because it used icons, graphic objects, and pointing devices. Today, designers strive to translate user behavior, needs, and desires into interfaces users don’t notice. IBM has stated that the best UIs are ―almost transparent—you can see right through the interface to your work.‖ In other words, a transparent interface does not distract the user and calls no attention to itself. 96. What are the seven habits of successful interface designers? Solution Guidance: Although IT professionals have different views about interface design, most agree that good design depends on seven basic principles. Successful interface designers use these basic principles as a matter of course—they become habits.

Understand the business. The interface designer must understand the underlying business functions and how the system supports individual, departmental, and enterprise goals. Maximize graphical effectiveness. Studies show that people learn better visually. The immense popularity of Apple’s iOS and Microsoft Windows is primarily the result of their GUIs that are easy to learn and use. Think like a user. A systems analyst should understand user experience, knowledge, and skill levels. If a wide range of capabilities exists, the interface should be flexible enough to accommodate novices and experienced users. Use models and prototypes. From a user’s viewpoint, the interface is the most critical part of the system design because it is where they interact with the system—perhaps for many hours each day. It is essential to construct models and prototypes for user approval. An interface designer should obtain as much feedback as possible, as early as possible. Focus on usability. The UI should include all tasks, commands, and communications between users and the information system. The opening screen should show the main options. (Figure 7-4 is an illustration.) Each screen option leads to another screen with more options. The objective is to offer a reasonable number of choices a user can easily comprehend. Too many options on one screen can confuse a user, but too few options increase submenu levels and complicate navigation. Invite feedback. Even after the system is operational, monitoring system usage and soliciting user suggestions are essential. The analyst can determine if system features are being used as intended by observing and surveying users. Document everything. All screen designs should be documented for later use by programmers. If a CASE tool or screen generator is used, the screen designs should be numbered and saved in a hierarchy like a menu tree. User-approved sketches and storyboards also can be used to document the UI. 97. How would you rank the 10 guidelines for UI design in order of importance? Explain your answer. Solution Guidance: How students rank the 10 guidelines is up to them. The most important part of their answer is the explanation of their rankings. This is a fascinating topic for a class debate. The 10 guidelines (unordered) are: 1.

Create an interface that is easy to learn and use.

Enhance user productivity.

Provide flexibility.

Provide users with help and feedback.

Create an attractive layout and design.

Enhance the interface.

Focus on data entry screens.

Use validation rules.

Manage data effectively.

10. Reduce input volume. 98. What are the main principles of source document design? Solution Guidance: Principles of source document design include the following:



Provide enough vertical and horizontal space for users to enter the data.



Indicate data entry positions using blank lines or boxes and descriptive captions.



Use a heading zone that contains the company name or logo and the title and number of the form.



Use a control zone containing codes, identification information, numbers, and dates for storing completed forms.



Use an instruction zone that contains instructions for completing the form.



Use a body zone that contains captions and areas for entering variable data. If totals are included on the form, place them in a totals zone.



Use an authorization zone if any signatures or approvals are required.



Provide an information flow from left to right and top to bottom, matching how users read documents naturally.

99. What is the difference between a detail report, a summary report, and an exception report? Solution Guidance: Broadly speaking: 

A detail report produces at least one output line for every record processed.



A summary report displays only subtotals and totals.



An exception report only includes records that satisfy a specific condition.

In more depth: Detail reports. A detail report produces one or more lines of output for each record processed. A detail report can be lengthy because it contains one or more lines for each record. Consider, for example, a large auto parts business. If the firm stocks 3,000 parts, the detail report would include 3,000 detail lines on approximately 50 printed pages. A user who wants to locate any part in short supply must examine 3,000 detail lines to find the critical items. A better alternative might be an exception report. Summary reports. Upper-level managers often want to see total figures and do not need supporting details. A sales manager, for example, might want to know the total sales for each sales representative but not want a detailed report listing every sale they made. In that case, a summary report is appropriate. Similarly, a personnel manager might need to know the total regular and overtime hours worked by employees in each store but might not be interested in the number of hours worked by each employee. Exception reports. An exception report displays only those records that meet a specific condition or conditions. Exception reports are helpful when the user wants information only on records that might require action but does not need to know the details. For example, a credit manager might use an exception report to identify only those customers with past-due accounts, or a customer service manager might want a report on all packages not delivered within a specified period. 100. How has input technology changed in recent years? Solution Guidance: Input technology has changed dramatically in recent years. In addition to traditional devices and methods, there has been a rapid expansion of new hardware and ways to capture and enter data into a system, some of which are shown in Table 7-1. Businesses use the latest technology to speed up the input process, reduce costs, and capture data in new forms, such as digital signatures. 101. What is output security?

Solution Guidance: Output security protects privacy rights and shields the organization’s proprietary data from theft or unauthorized access. Several vital tasks must be performed to ensure output security. For example, limit the number of printed copies and use a tracking procedure to account for each. When the printed output is distributed from a central location, specific procedures should be used to ensure that the output is delivered to authorized recipients only. That is especially true when reports, such as payroll data, contain sensitive information. All sensitive reports should be stored in secure areas. All pages of confidential reports should be labeled appropriately. 102. What are three emerging trends in UI design? Solution Guidance: Three emerging trends in UI design are responsive web design, prototyping, and wearable computing. Responsive web design refers to creating websites that adapt their layout and content to display optimally across various devices and screen sizes. Prototyping in UI design is the process of creating a preliminary model of a product, which is used to test and refine design concepts and functionalities before final development. Wearable computing involves electronic devices worn on the body, such as smartwatches or fitness trackers, integrating computing capabilities into everyday accessories to enhance user interaction and access to technology.

DISCUSSION TOPICS 103. Some systems analysts argue, ―Give users what they ask for. If they want lots of reports and reams of data, then that is what you should provide. Otherwise, they will feel you are trying to tell them how to do their jobs.‖ Others say, ―Systems analysts should let users know what information can be obtained from the system. If you listen to users, you’ll never get anywhere because they don’t know what they want and don’t understand information systems.‖ What do you think of these arguments? Solution Guidance: Neither of these arguments, which present two extreme viewpoints, is justifiable. The best policy is somewhere between these two views. The first argument has some truth because information systems are designed for the users. When a user needs information in the form of a long, printed report, the information must be provided. The implication about user attitudes is unfair. Users and IT professionals have a common goal—to serve the organization. The second viewpoint is even weaker. A systems analyst should always be willing to offer suggestions. Indeed, users sometimes do not know what information to ask for, and a business-oriented systems analyst can help them define their requirements. 104. Some systems analysts maintain that source documents are unnecessary. They say that all input can be entered directly into the system without wasting time in an intermediate step. Do you agree? Can you think of any situations where source documents are essential? Solution Guidance: The answer depends on the business processes involved. In many situations, a source document is the only way to capture and record data. In other cases, a source document is unnecessary. For example, if a school adopts an online registration system, data can be entered directly. Even when not required, a source document might be desirable as a working document that allows a user to review data before entering it into the system. During interviews, observation, and other forms of factfinding, many people find it quicker and easier to take handwritten notes, which become source documents for later data entry. Traditional keyboard data entry might disappear due to the trend toward handheld computers, automated data capture, and voice recognition software.

105. Suppose your network support company employs 75 technicians who travel constantly and work at customer sites. Your task is to design an information system that provides technical data and information to the field team. What types of output and information delivery would you suggest for the system? Solution Guidance: Answers will vary. This type of organization would require an information system capable of providing remote access on a 24/7 basis. An automated fax would allow the representatives to obtain printed reports, and email would enable them to keep in touch. Technical support representatives need access to an online technical library with links to relevant documents and information. An Internet-accessible knowledge base would provide strong support for the field service team. Using a web-based system, technical support representatives could input technical data and symptoms, receive suggestions, determine parts availability, and receive service assignments. This system might be enhanced by wireless technology. Encourage students to research real-world practices and contact firms providing field service to learn more about current technology applications. 106. A UI can be quite restrictive. For example, the interface design might not allow a user to exit to a Windows desktop or to log on to the Internet. Should a UI include such restrictions? Why or why not? Solution Guidance: The answer depends in large part on security issues. Launching the information system automatically when a user powers up a workstation in a high-security environment might be desirable. Due to sensitive data or security concerns, the design also might prevent users from exiting to Windows or obtaining Internet access. This is the same type of built-in security that a diskless workstation offers. Fewer security concerns exist if user options are limited by hardware or software configuration. Of course, no system is foolproof, and system administrators constantly must be vigilant. Ask students whether they ever worked in situations where their workstation processing or data access options were limited purposely and how that affected their work. 107. How does the increased use of smartphones and tablets, with their smaller screen size, affect UI design practices? Solution Guidance: The widespread use of mobile devices such as the iPad and other tablets, coupled with the ubiquity of the iPhone and other smartphones, has dramatically influenced UI design. Indeed, key user experience lessons from these devices have been reflected in the UI for mainstream operating systems such as macOS and Microsoft Windows 11. These changes include touch, pinch, and swipe gestures, tactile pressure-sensitive surface interfaces, and dynamic content reformatting for changing screen sizes.

HANDS-ON PROJECTS 108. Visit the administrative office at your school or a local company. Ask to see examples of input screens. Analyze the design and appearance of each screen and try to identify at least one possible improvement. Solution Guidance: Using the guidelines in the chapter, students should be able to suggest various improvements to the output documents they find. It might be interesting to ask students to submit their suggestions to the class and see whether other students agree or disagree with the recommendations. 109. Search the web for a good example of a UI that incorporates guidelines in this chapter. Document your research and discuss it with your class. Solution Guidance: Answers will vary. It might be interesting to ask students what criteria they think are important in determining whether an interface is ―attractive‖ to them. Another approach might be to have the instructor choose a site and have students rate the design using the criteria explained in this chapter. 110. Review Section 7.2 and the comments about EHR usability. Research the status of EHR usability and describe all noteworthy developments.

Solution Guidance: In the article ―User Unfriendly‖ by Elizabeth Gardner, from the February 2012 issue of Health Data Management, the author describes how software usability has a significant impact on the medical profession, and not everyone is happy about it—particularly physicians who often struggle with EHR systems that are poorly designed. In her article, Gardner points out that physicians often multitask, answering a question about one patient while prescribing medication for another. EHR software was not designed around that type of workflow. EHRs affect almost everyone these days. A visit to a typical medical office usually involves the doctor carrying the patients’ records on a tablet, not paper. Medical information systems are notoriously difficult to modernize, so it’s a good area for students to explore. 111. Suggest at least two good examples and two bad examples of source document design. Solution Guidance: Answers will vary. It might be interesting to ask students what criteria they think are important in determining whether an interface is ―good‖ or ―bad.‖ Another approach might be to have the instructor choose a site and have students rate the design using the criteria explained in this chapter. The important thing is to share individual viewpoints and reasons. One student might see an attribute or design element that another might ignore. If the entire class analyzes a specific software package, most design strengths and weaknesses will come to light. It might be especially interesting to review documents familiar to the whole class, such as registration documents at the school. 112. Explore the emerging area of wearable computing, such as the Apple Watch, and comment on the impact of these devices on UI design. Solution Guidance: The advent of wearable computing, exemplified by devices like the Apple Watch, has significantly impacted UI design, introducing new challenges and opportunities. The compact nature of these devices necessitates a minimalist and efficient design approach, as the small screen size limits the amount of information that can be displayed and interacted with. Designers must prioritize essential information and functionality, employing intuitive icons, voice commands, and haptic feedback to maximize the limited space. Additionally, wearables require ―glanceable‖ interfaces that provide immediate, relevant information to users with minimal interaction. This shift toward simplicity and efficiency in UI design caters to the quick, often fragmented attention users can give to these devices in their daily activities. Furthermore, wearable devices like the Apple Watch are not standalone products but part of a larger ecosystem of devices and services. This interconnectedness requires UI designs that support seamless integration and synchronization with other devices, such as smartphones and smart home systems, enhancing the user experience through continuity and ease of use. Wearables also introduce new modes of interaction, like the Apple Watch’s Digital Crown, challenging designers to innovate beyond traditional touch and voice controls. Alongside these design considerations, there’s an increased focus on privacy and security due to the personal data these devices collect. UI designs must now include clear information about data usage and easy-to-access privacy controls, ensuring user trust and compliance with data protection standards. These evolving aspects of UI design for wearables reflect a broader trend toward more personalized, context-aware, and secure interactions in digital technology. Wearable computing pushes the boundaries of traditional UI design, demanding innovation and adaptability from designers. The focus on simplicity, context awareness, seamless integration, new interaction methods, and privacy concerns are shaping the future of how we interact with technology on a day-to-day basis. As such, this project should resonate with students because it introduces them to one of the newest and most exciting areas of UI design. The project suits working in groups of two or three students. More advanced students might consider developing a prototype app for one of these devices as an extended class project.

ETHICAL ISSUES 113. One of the systems analysts on the project team thought they did a good job designing the company’s tech support webpage, but the supervisor isn’t so sure. The supervisor is concerned that the design is very similar to a page used by the company’s primary competitor and asked the analyst whether they had used any HTML code from that site in the design. Although the analyst didn’t copy any of the code, they did examine it in a web browser to see how it handled some design issues. 114. The supervisor asked the analyst to investigate webpage copyright issues and report back. The analyst learned that outright copying would be a copyright violation, but merely viewing other sites to get design ideas would be permissible. What needs to be clarified is the gray area in the middle. The analyst asked you, as a friend, for your opinion on this question: Even if no actual copying is involved, are there ethical constraints on how far you should go in using the creative work of others? How would you answer? Solution Guidance: The ethical considerations surrounding the use of creative work, especially from competitors, are significant even when there’s no direct copying involved. First, while drawing inspiration from existing designs to understand best practices or design trends is expected and acceptable, there is a fine line between inspiration and imitation. Ethically, designers should strive for originality in their work, ensuring that while they may learn from others’ designs, the final product should be distinct and reflective of their creativity and the unique needs of their users. Second, from a professional standpoint, creating a design that closely resembles a competitor’s work can raise concerns about intellectual property infringement and potentially lead to legal issues. Even if there’s no direct copying of code or content, closely mimicking the structure, layout, or visual style can be problematic. This is especially true in competitive industries where unique design elements can be a key differentiator. Finally, it’s essential to consider the reputation and integrity of the analyst and the company. Building a reputation for innovative and original design work is crucial in the tech industry. Relying too heavily on competitors’ designs, even without direct copying, can undermine this and potentially damage the company’s reputation. Therefore, while it’s permissible and often encouraged to learn from the broader design community, ethical and professional standards dictate that one should always aim to add unique value and innovation in their design work, ensuring it stands out for its quality and originality.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Needs Improvement

Incomplete

arguments, and conclusions. 10 points

Research

Grammar and Spelling

coverage of facts, arguments, and conclusions. 7 points

coverage of facts, arguments, and conclusions are not logically related and consistent. 0 points The assignment is based The assignment is based The assignment is not based upon appropriate and upon adequate data upon appropriate data adequate data collection and collection and includes collection and includes no analysis of results from the some analysis of results analysis of results from the activity or research from from the activity or research activity or research from academically reliable from academically reliable academically reliable sources. sources. sources. 5 points 3 points 0 points The assignment has two or The assignment has three to The assignment has more fewer grammatical and five grammatical and than five grammatical and spelling errors. spelling errors. spelling errors, is 5 points 3 points incomplete, or is unintelligible. 0 points

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 08: DATA DESIGN

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 47 Discussion Topics ...................................................................................................................................... 50 Hands-On Projects .................................................................................................................................... 51 Ethical Issues ............................................................................................................................................. 54 Activity Rubric .......................................................................................................................................... 55

REVIEW QUESTIONS 115. What is a data structure? Solution Guidance: A data structure is a framework for organizing, storing, and managing data. Data structures consist of files or tables that interact in various ways. Each file or table contains data about people, places, things, or events. For example, one file or table might have customer data; other files or tables might store data about products, orders, suppliers, or employees. 116. Briefly describe the components of a DBMS. Solution Guidance: A DBMS provides an interface between a database and users who need to access the data. In addition to interfaces for users, database administrators, and related systems, a DBMS has a data manipulation language, schema, and physical data repository. 117. List the major characteristics of web-based design.

Solution Guidance: Some major characteristics of web-based design include global access, ease of use, multiple platforms, cost-effectiveness, security issues, and adaptability issues. In a web-based design, the Internet serves as the front end, or interface, for the DBMS. Internet technology provides enormous power and flexibility because the related information system is not tied to any specific combination of hardware and software. Access to the database requires only a web browser and an Internet connection. Web-based systems are popular because they offer ease of access, cost-effectiveness, and worldwide connectivity—all vital to companies competing in a global economy.

118. Explain the primary, super, candidate, foreign, and secondary keys. Solution Guidance: A primary key is the field or combination of fields that uniquely and minimally identifies a single member of an entity. A super key is a set of one or more columns that can uniquely identify a record in a table. A candidate key is a field or combination of fields that could serve as a primary key; only one of the candidate keys can be designated as the primary key. A foreign key is a field or combination of fields whose value must match a primary key value in another table or file. A secondary key is a field or combination of fields that serves as a basis for retrieval or processing. 119. What are entity-relationship diagrams, and how are they used? Solution Guidance: Entity-relationship diagrams (ERDs) are graphical representations of an information system. They show how each entity relates to the other entities in the system but do not show the data flow through the information system. A rectangle is used to represent an entity, while diamonds represent relationships. 120. How do you convert an unnormalized design to 1NF? In your answer, refer to specific pages and figures in this chapter. Solution Guidance: A table is said to be in first normal form (1NF) if it contains no repeating groups. To convert an unnormalized record to 1NF, you would expand the record’s primary key to include the key of the repeating group. 121. How are codes used in data design? Solution Guidance: A code is a set of letters or numbers that represents a data item. Codes can be used to simplify output, input, and data formats. Codes can be used in many ways. Because codes are shorter than the data they represent, they save storage space and costs, reduce data transmission time, and decrease data entry time. Codes also can be used to reveal or conceal information. For example, the last two digits of a seven-digit part number might represent the supplier number or the maximum discount a salesperson can offer. Finally, codes can reduce data input errors when the coded data is easier to remember and enter than the source data, when only specific valid codes are allowed, and when something within the code itself can provide immediate verification that the entry is correct. 122. What is data warehousing and data mining? Solution Guidance: Companies use data warehousing and data mining as strategic tools to help manage the vast quantities of data they need for business operations and decisions. Many software vendors compete for business in this fast-growing IT sector. Data warehousing. Large firms maintain many databases, which might or might not be linked to an overall structure. To provide rapid access to this information, companies use software packages that organize and store data in unique configurations called data warehouses. A data warehouse is an integrated collection of data that can include seemingly unrelated information, no matter where it is stored in the company. Because it can link various information systems and databases, a data warehouse provides an enterprisewide view to support management analysis and decision making. A data warehouse allows users to specify the dimensions or characteristics of data. Users can obtain multidimensional information from the stored data by selecting values for each attribute. For example, in a typical company, most data is generated by transaction-based systems, such as order processing, inventory, and payroll systems. If a user wants to identify the customer on sales order 34071, they can retrieve the data quickly from the order processing system by entering an order number.

On the other hand, suppose that a user wants to see June 2024 sales results for the sales rep assigned to JoMar Industries. The data is stored in two different systems with different databases: the sales information system and the human resources information system. With a data warehouse, it would be easier for a user to extract data that spans several information systems and time frames. Rather than accessing separate systems, a data warehouse stores transaction data in a format that allows users to retrieve and analyze the data easily. While a data warehouse typically spans the entire enterprise, many firms prefer a data mart designed to serve a specific department’s needs, such as sales, marketing, or finance. Each data mart includes only the data that users in that department require to perform their jobs. Both approaches have pros and cons; the best solution usually depends on the situation. Regardless of the overall approach, storing large quantities of data is like building a house—it doesn’t just happen. A well-constructed data warehouse needs an architecture that includes detailed planning and specifications. Data mining. Data mining software looks for meaningful data patterns and relationships. For example, data mining software could help a consumer products firm identify potential customers based on their prior purchases. Information about customer behavior is valuable, but data mining also raises serious ethical and privacy issues, such as the example in the Ethical Issues feature in this chapter. 123. How would a specific date be represented as an absolute date? Solution Guidance: An absolute date is the total number of days from some specific base date. One date is subtracted from the other to calculate the number of days between two absolute dates. 124. How are permissions used to control access to data? Solution Guidance: Different privileges, also called permissions, can be associated with different users so that some employees can be limited to read-only access. In contrast, other users might be allowed to update or delete data. Additional access codes can be established for highly sensitive data that restrict specific records or fields within records.

DISCUSSION TOPICS 125. In the auto shop examples in Section 8.1.2, what problems might arise in Mario’s system? Why won’t Danica run into the same problems? Provide specific examples in your answer. Solution Guidance: Mario relies on two file-oriented systems, sometimes called file processing systems, to manage the business. The two systems store data in separate files that are not connected or linked. Unfortunately, using two separate systems means that some data is stored in two different places, which might or might not be consistent. For example, three data items (Mechanic No, Name, and Pay Rate) are stored in both files. This redundancy is a significant disadvantage of file-oriented systems because it threatens data quality and integrity. Figure 8-3 includes a typical discrepancy, which involves the pay rate for Jim Jones. On the other hand, Danica uses a DBMS with two separate tables joined to act like one large table. The DBMS design, also called a relational database or relational model, was introduced in the 1970s and continues to be the dominant approach for organizing, storing, and managing business data. The error in Mario’s file could not occur in Danica’s relational database because an employee’s pay rate is stored in only one place.

126. Many large organizations have had their database system hacked and customer data stolen. How should the database’s security differ from the rest of the system? Does it make a difference for web-based data designs? If so, how? Solution Guidance: Database security should be part of overall system security. There are specific actions a DBA can take to secure the database further. For example, the DBA can define authorization procedures to ensure that only legitimate users can access the database and can allow different users to have different levels of access. Most DBMSs provide sophisticated security support. Encrypting sensitive data in the DBMS provides additional protection. For example, personally identifiable information, data that could potentially identify a specific individual, should be encrypted. Web-based data designs require end-to-end network traffic encryption, secure connections with proper security certificates, and mechanisms to safeguard customer data stored on the server or in the cloud. 127. Suggest three typical business situations in which referential integrity avoids data problems. Solution Guidance: Referential integrity would avoid problems such as: 

Entering an order for a customer number that does not exist



Deleting a customer who still has open orders pending



Entering a part number in an order for a part that has not been entered into the system



Entering a reservation code for a passenger who has not been entered into the system



Registering a student for a course that has not been entered into the system yet



Deleting a course that has students in it

128. Name some of the codes used in our personal and business lives. Solution Guidance: Students should have no difficulty responding based on their experience, perception, and imagination. 129. Are there ethical issues to consider when planning a database? For example, should sensitive personal data (such as medical information) be stored in the same DBMS that manages employee salary and benefits data? Why or why not? Solution Guidance: Answers will vary. Students may raise concerns about privacy and confidentiality. Although these can be addressed (in theory) by strong security policies and procedures, many people are uncomfortable about sensitive data being available in these situations.

HANDS-ON PROJECTS 130. Consider an automobile dealership with three locations. Data fields exist for stock number, vehicle identification number, make, model, year, color, and invoice cost. Identify the possible candidate keys, the likely primary key, a probable foreign key, and potential secondary keys. Solution Guidance: To identify candidate keys, students must determine which fields in the record are unique to a single vehicle. Only the stock and vehicle identification numbers meet this requirement and could serve as primary keys. Because the stock number is probably smaller and locally generated by the automobile dealership, it might be the best choice for the primary key. The model field may contain a code, such as Z99 or 4DX, which might serve as a foreign key for a record in the MODEL table. The dealership

might want to access, display, or print information by make, model, year, color, or invoice cost—so these fields are potential secondary keys. A record design might resemble the following: VEHICLE (STOCK NO, MAKE, MODEL, YEAR, COLOR, INVOICE COST, LOCATION) In this example, LOCATION would be a foreign key to link the VEHICLE table to the LOCATION table. 131. Visit the bookstore at your school or in your area. Interview the manager or store employees to learn more about the business and the entities involved in bookstore operations. Remember that an entity is a person, place, thing, or event that affects an information system. Draw an ERD, including cardinality, that describes the bookstore’s operations.

Solution Guidance: Answers will vary. A sample ERD might look like the following:

132. Cludadwy Chairs sells a patented seat that spectators can take to youth soccer games. The seat folds so it is small enough to fit in the glove box of most vehicles. The company operates a Kansas factory and contracts its manufacturing projects to small firms in Canada and Mexico. An unusual problem has occurred for this small multinational company: people need clarification about dates in internal memos, purchase orders, and emails. When the company’s database was initially designed, the designer was unaware that the format for dates in Canada and Mexico differed from those used in the United States. For example, in Canada and Mexico, the notation 7/1/24 indicates January 7, 2024, whereas the same notation indicates July 1, 2024, in the United States. Although it seems minor, the date confusion has resulted in several order cancellations. Cludadwy Chairs has asked for your advice. You could suggest writing a simple program to convert the dates automatically or design a switchboard command allowing users to select a date format as data is entered. You realize that Cludadwy Chairs might want to do business in other countries. What would be the best course of action? Should the company adapt to each country’s standard or maintain a single international format? What are the arguments for each option? Solution Guidance: Answers will vary. How much international business is done versus U.S. business only? 133. Use Microsoft Access or similar database software to create a DBMS for the imaginary company TopText Publishing described in Case in Point 8.1. Add several sample records to each table and report to the class on your progress. Solution Guidance: Students must read the TopText Publishing fact statement to understand the relationships among the entities. An associative entity will be needed to join the M:N relationship between

Author and Book. When these entities are transformed into tables, a partial list of fields might include the following: Table

Fields (the primary key is underlined)

Author

Author ID, SSN, Last Name, First Name, Street, City, State, Zip Code, Telephone, Commission Rate

Book

ISBN No, Number, Title, Copyright Date, Price

Book-Author

ISBN No, Author ID

134. Consider a database system in an organization where employees have varying access levels based on their job roles. Your task is to design a user privilege structure that categorizes users into different groups and assigns appropriate permissions to each group. Specifically, ensure that some employees are limited to read-only access while others have more extensive privileges, such as read-write or administrative access. Describe the steps you would take to implement this structure, including defining user roles, assigning privileges to each role, and ensuring that these privileges are enforced in the database system. Additionally, provide an example scenario illustrating how different employees would interact with the database based on their assigned privileges. Solution Guidance: When evaluating student answers on database privileges, assessing their understanding of the concept is important, including the types and significance of privileges in database security and management. Check for clarity on role-based access control and how privileges are managed, granted, and revoked. Look for practical examples or scenarios demonstrating the application of different privileges to user roles, and consider students’ grasp of real-world implications, such as compliance with data privacy laws and ethical considerations. Assess the response for technical accuracy, logical structure, and clear communication while valuing critical thinking and insights into challenges or future trends in privilege management. A comprehensive answer should reflect a deep understanding of the subject, its practical applications, and its importance in maintaining database integrity and security.

ETHICAL ISSUES 135. Tip Top Toys is a relatively small division of Worldwide Enterprises. Worldwide has nine other divisions, which include insurance, healthcare products, and financial planning services, to name a few. The corporate marketing director for Worldwide has requested Tip Top’s customer shopping data to target people who might be likely to purchase items or services from other Worldwide divisions. The database manager is uncomfortable with this and pointed out that Tip Top’s web privacy policy states, ―Tip Top Toys, a division of Worldwide Enterprises, will not share personal data with other companies without a customer’s consent.‖ The marketing director replied that the statement only applies to outside companies—not other Worldwide divisions. The marketing director checked with the corporate legal department, and they agreed. The database manager replied, ―Even if it is legally OK, it’s not the right thing to do. Many believe our statement means their data does not leave Tip Top. At the very least, we should give customers a choice and share the data only with their consent.‖ Do you agree with the marketing director? Why or why not? Solution Guidance: Several important considerations exist regarding the marketing director’s request and the database manager’s response.

Legal and ethical considerations. While the corporate legal department may interpret the privacy policy as allowing data sharing within Worldwide Enterprises divisions, this interpretation might not align with customer expectations. The database manager’s concern highlights an essential ethical consideration: customers’ understanding of the privacy policy. If customers believe their data will remain solely within Tip Top Toys, using it in a way that contradicts this belief, even if legally permissible, can be seen as a breach of trust. This ethical standpoint is crucial in maintaining customer trust and loyalty, which are invaluable assets for any business. Customer consent and transparency. The database manager’s suggestion to give customers a choice reflects a commitment to transparency and respect for customer autonomy. In the era of data privacy awareness, customers increasingly prefer and expect control over their personal information. Providing an option for customers to consent to data sharing aligns with best practices in data management and customer relations. It addresses ethical concerns, builds trust, and can enhance the company’s reputation. Long-term business implications. While sharing customer data across divisions might offer short-term marketing benefits, the long-term implications should be considered. Suppose customers feel their data privacy is compromised or misused. In that case, such feelings can lead to loss of customer trust, negative publicity, and potential future legal challenges, especially if data privacy regulations become more stringent. In summary, while the marketing director’s request may be legally permissible according to the corporate legal department, the database manager’s concerns regarding ethics, customer trust, and transparency are highly valid. Respecting customer privacy, ensuring transparency, and seeking consent for data sharing are ethical practices and strategically sound for maintaining customer trust and safeguarding the company’s long-term interests.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Needs Improvement

Incomplete

Grammar and Spelling

sources. 5 points The assignment has two or fewer grammatical and spelling errors. 5 points

sources. sources. 3 points 0 points The assignment has three to The assignment has more five grammatical and than five grammatical and spelling errors. spelling errors, is 3 points incomplete, or is unintelligible. 0 points

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 09: SYSTEM ARCHITECTURE

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 56 Discussion Topics ...................................................................................................................................... 60 Hands-On Projects .................................................................................................................................... 62 Ethical Issues ............................................................................................................................................. 62 Activity Rubric .......................................................................................................................................... 64

REVIEW QUESTIONS 136. What would your list look like if you had to rank the items in the architecture checklist from most important to least important? Solution Guidance: Before selecting a system architecture, the analyst must consider the following issues: 

Corporate organization and culture



Enterprise resource planning (ERP)



Scalability



Web integration



Legacy systems



Processing options



Security



Compliance



Corporate portals

Students’ rankings will vary. The overall ERP is the framework within which everything else happens, so it should be at or near the top. Cost and legacy interface requirements are also essential for a successful

system. Of course, there is no single answer. As with many issues, the answer probably is ―it depends.‖ This task might make a good topic for a class debate.

137. What three functions must every business information system carry out, irrespective of system architecture? Solution Guidance: Every business information system must carry out three main functions: 

Manage applications that perform the processing logic.



Handle data storage and access.



Provide an interface that allows users to interact with the system.

138. What is client/server architecture? Solution Guidance: A server is a computer that supplies data, processing services, or other support to one or more computers, called clients. ―Client/server‖ refers to systems that divide processing between one or more networked clients and a central server. In a typical client/server system, the client handles the entire user interface, including data entry, queries, and screen presentation logic. The server stores the data and provides data access and database management functions. Application logic is divided in some manner between the server and the clients. In a client/server interaction, the client submits a request for information from the server, which carries out the operation and responds to the client. The data file is not transferred from the server to the client—only the request and the result are transmitted across the network. To fulfill a request from a client, the server might contact other servers for data or processing support, but that process is transparent to the client. 139. What has been the impact of the Internet on system architecture? Solution Guidance: The Internet has had an enormous impact on system architecture. It has become more than a communication channel—many IT observers see it as a fundamentally different environment for system development. In an Internet-based architecture, in addition to data and application logic, the web server provides the entire user interface in the form of HTML documents displayed by the client’s browser. Shifting responsibility for the interface from the client to the server simplifies data transmission and results in lower hardware costs and less complexity. 140. What are the differences between in-house e-commerce development with packaged solutions and service providers? Solution Guidance: The expansion of online commerce is reshaping the IT landscape. Internet business solutions must be efficient, reliable, and cost-effective. When planning an e-commerce architecture, analysts can examine in-house development, packaged solutions, and service providers. An in-house development strategy can provide the following benefits: 

A unique website with a look and feel consistent with the company’s other marketing efforts



Complete control over the organization of the site, the number of pages, and the size of the files



A scalable structure to handle increases in sales and product offerings in the future



More flexibility to modify and manage the site as the company changes



The opportunity to integrate the firm’s web-based business systems with its other information systems, creating the potential for more savings and better customer service

If a small company is reluctant to take on the challenge and complexity of developing an Internet commerce site in-house, an alternative can be a packaged solution. This is true even for medium- to largesized firms. Many vendors, including IBM and Microsoft, offer turnkey systems for companies that want to get an e-business up and running quickly. Packaged solutions might be less attractive for large-scale systems that must integrate with existing applications. Another alternative is to use an application service provider (ASP). An ASP provides applications, or access to applications, by charging a usage or subscription fee. Today, many ASPs offer full-scale Internet business services for companies that decide to outsource those functions. 141. What are the advantages of online and batch processing, respectively? Solution Guidance: Online processing systems have several typical characteristics: 

The system processes transactions completely when and where they occur.



Users interact directly with the information system.



Users can access data randomly.



The information system must be available whenever necessary to support business functions.

The advantages of batch processing include: 

Tasks can be planned and run on a predetermined schedule without user involvement.



Batch programs requiring significant network resources can run when costs and impact on other traffic will be lowest.



A batch method is well suited to address security, audit, and privacy concerns because it runs in a relatively controlled environment.

142. Explain the five main network models. Solution Guidance: Networks typically are arranged in hierarchical, bus, ring, star, and mesh models.

143. What functions do routers, gateways, and proxy servers serve in a network? Solution Guidance: A router is a device that connects network segments, determines the most efficient data path, and guides data flow. Using a router, any network topology can connect to a larger, dissimilar network like the Internet. This connection is called a gateway. A proxy server provides Internet connectivity for internal LAN users. 144. What role do standards play in wireless networking? Solution Guidance: Wireless networks are based on various standards and protocols that are still evolving. The most popular is IEEE 802.11, a family of standards developed by the Institute of Electrical and Electronics Engineers (IEEE) for wireless LANs. Current wireless networks are based on variations of the original 802.11 standard. Several versions, or amendments, were intended to improve bandwidth, range, and security. The IEEE 802.11 set of standards changes rapidly due to pressure from consumer groups and industry leaders moving toward ever-faster wireless networks. Wireless network speed is measured in Mbps (megabits per second) or Gbps (gigabits per second). 145. Describe two technologies for short-distance wireless communication. Solution Guidance: A form of wireless transmission called Bluetooth is very popular for short-distance wireless communication that does not require high power. Bluetooth devices include wireless keyboards, mice, printers, cell phone headsets, and digital cameras. People with Bluetooth-equipped phones or tablets can even beam information to each other and exchange digital notes. Near-field communication (NFC) allows devices within a few centimeters of each other to exchange information wirelessly. It is used in smartphones and wearable devices. For example, the Apple Watch has an integrated NFC chip to support Apple Pay and Apple Wallet.

DISCUSSION TOPICS 146. How important are security and compliance in system architecture? Solution Guidance: Security in system architecture is pivotal, as it lays the foundational framework for implementing robust measures throughout the system’s life cycle. A well-designed architectural framework integrates security considerations from the onset, embedding them into every system layer, from hardware and network infrastructure to software applications and data management. Ensuring compliance with legal and regulatory standards is essential to system architecture. This process thoroughly examines the system to ensure it aligns with all relevant laws and industry-specific regulations. 147. An increasing number of mobile devices are locally powerful, use apps instead of full-fledged applications, and rely on wireless network connectivity. How does this proliferation change system architecture design considerations? Solution Guidance: Moving from centralized computing (e.g., mainframes) to personal computers changed system design. The current computing movement ―to the edge,‖ powered by mobile devices and wireless networks, is again changing system design. The architectures are more network-centric. Due to the ―bring your own device‖ (BYOD) nature of this system architecture, the apps that provide functionality are often controlled by the end user, not the IT

administrator. Security concerns may shift to protecting critical infrastructure from infection by mobile devices rather than the users’ equipment being infected or compromised by a central source. 148. E-commerce has seen explosive growth in recent years. What are the most important reasons for this trend? Will it continue? Why or why not? Solution Guidance: The expansion of e-commerce is reshaping the IT landscape. Internet business solutions must be efficient, reliable, and cost-effective. While there are similarities, significant differences exist between business-to-consumer (B2C) and business-to-business (B2B) sectors. By its very nature, B2C requires powerful forms of marketing that can attract consumers and influence their buying habits and choices. Some consumers have embraced Internetbased shopping; others have been reluctant due to security and privacy concerns. Also, some consumers are more comfortable with face-to-face interactions and prefer traditional business channels. None of these factors is critical in a B2B environment. On the contrary, businesses constantly seek to reduce costs, automate procedures, and improve quality. Many firms have turned to B2B arrangements and participate in supply chain management systems as suppliers and business consumers to achieve these goals. A good example might be a B2B inventory management system where speed and turnaround time are critical. Using computer-to-computer links with suppliers, the inventory system can automatically monitor stock items, sense usage trends, and signal vendors to increase stock levels. The supplier responds by shipping additional inventory, the system reports the transaction, and the ongoing monitoring process seeks optimal stock levels, all without human intervention. 149. Is batch processing still relevant? Why or why not? Solution Guidance: Early computer systems were designed to handle data records as a group, or batch. Fewer systems use that model today. However, even the most advanced online systems must perform maintenance, post large quantities of data during off-hours when network traffic is low, and perform housekeeping tasks just as their legacy computer ancestors did. This is the beneficial aspect of batch processing. The advantages of batch methods include: 

Tasks can be planned and run on a predetermined schedule without user involvement.



Batch programs requiring significant network resources can run when costs and impact on other traffic will be lowest.



A batch method is well suited to address security, audit, and privacy concerns because it runs in a relatively controlled environment.

150. What are the main differences between the BSS and ESS wireless topologies? Solution Guidance: In the basic service set (BSS), also called the infrastructure mode, a central wireless device called an access point or wireless access point (WAP) serves all wireless clients. The access point is similar to a hub in the LAN star topology, except it provides network services to wireless clients instead of wired clients. Because access points use a single communications medium, the air, they broadcast all traffic to all clients, just as a hub would do in a wired network. The access point is typically connected to a wired network so wireless clients can access it. The extended service set (ESS) comprises two or more BSS networks. Thus, wireless access can be expanded over a larger area using an ESS topology. Each access point provides wireless services over a limited range. As a client moves away from one access point and closer to another, roaming automatically allows the client to associate with the stronger access point, allowing for undisrupted service.

HANDS-ON PROJECTS 151. Visit the IT department at your school or a local company to learn about the network they use. Describe the network and sketch the configuration. Solution Guidance: Answers will vary, but students should be able to identify a network configuration that represents one of the basic network topologies described in the textbook. 152. Prepare a 10-minute talk explaining Web 2.0 and cloud computing to a college class. Using the text and your Internet research, briefly describe the five most important points you will include in your presentation. Solution Guidance: Students should be able to use the information in the chapter and add up-to-date Internet research on these trends. Part of the task is to list the key points, which would be a typical step in preparing a PowerPoint presentation to accompany the talk. 153. Perform research on the Internet to identify a service provider that offers web-based business solutions, and write a report describing the firm and its services. Solution Guidance: Students should be able to locate examples of ASPs that offer web-based business solutions. ASPs are described in this chapter and elsewhere in the book. An ASP provides applications, or access to applications, by charging a usage or subscription fee. 154. Perform research on the Internet to learn about emerging trends in wireless networking and typical costs involved in installing a wireless LAN. Solution Guidance: Answers will vary, but there is sufficient material on these topics. Encourage students to search for high-quality material using standard research techniques. 155. Examine the role wireless networks are playing in the developing world. Why are some places bypassing LANs and physical cabling and moving to a wireless system architecture? What are the advantages and disadvantages of this? Solution Guidance: Some countries in the developing world are bypassing the whole landline era and going directly to a wireless cellular (and Wi-Fi) infrastructure. The cost of land rights to lay cabling, the extensive manual labor needed to run the wires from central hubs to customers’ homes, and the ongoing maintenance costs (mainly in rural areas) can be significant. In contrast, wireless systems are easier to upgrade, consumers can provide some of the equipment themselves (e.g., smartphones and routers), and there are fewer geographical challenges to overcome with cell towers.

ETHICAL ISSUES 156. The new accounting system is operational, but user feedback has been negative. The most common complaint is that the system could be more user-friendly. Some people in the IT department think that more user training would solve the problem. However, the IT manager is opposed to a fresh round of training. ―Let’s just set up the network to monitor the users’ keystrokes and mouse clicks and see the patterns,‖ the manager suggested. ―We can analyze the data and develop tips and suggestions to make the system easier to use.‖ Your initial reaction is that the IT manager is wrong for two reasons. First, you believe that monitoring would not be an effective method to learn what users want. In your view, that should have been done in the system requirements phase. Second, you are bothered by an ethical question: Even though the proposed monitoring would involve company business, the company network, and company time, you feel that many users would resent the unannounced monitoring and might think that their performance or other computing activities were being appraised without their knowledge. The IT manager has asked you to write up a recommendation. What will you say about the ethical question that troubles you?

Solution Guidance: In addressing the ethical question raised by the IT manager’s suggestion to monitor users’ keystrokes and mouse clicks, the recommendation should emphasize the importance of ethical considerations in decision making, particularly regarding user privacy and consent. First, it’s crucial to recognize that unannounced monitoring of employees’ interactions with the system raises serious privacy concerns. Even though the monitoring is intended for system improvement, employees might perceive it as intrusive and a breach of their privacy, especially without their knowledge or consent. This perception can lead to a lack of trust between employees and the IT department, potentially impacting morale and the overall workplace environment. The ethical principle of autonomy dictates that individuals should control matters that directly affect them. In this context, employees should be informed about any monitoring activities and given a clear explanation of the purpose, scope, and usage of the collected data. Obtaining explicit consent would be ethical, respecting their autonomy and privacy.

Furthermore, the suggestion that monitoring user interactions is not the most effective method to improve system usability is valid. Ideally, user requirements and feedback should be incorporated during the system's design phase. However, given the current situation, direct feedback from users would be more valuable. Engaging with users through surveys, interviews, or focus groups to gather their insights and suggestions yields more relevant and actionable information than passive monitoring. This approach also demonstrates respect for users’ opinions and encourages their active participation in the system improvement process. In summary, the recommendation should advise against unannounced monitoring of user interactions due to the ethical implications related to privacy and consent. Instead, it should advocate for direct user engagement to understand their needs and improve the system, aligning with ethical best practices and effective user-centered design principles.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 10: DEVELOPMENT STRATEGIES

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 65 Discussion Topics ...................................................................................................................................... 68 Hands-On Projects .................................................................................................................................... 68 Ethical Issues ............................................................................................................................................. 70 Activity Rubric .......................................................................................................................................... 71

REVIEW QUESTIONS 157. List three characteristics of traditional and web-based development. Solution Guidance: In a traditional systems development environment: 

Compatibility issues influence systems design, including existing hardware and software platforms and legacy system requirements.



Systems are designed to run on local and wide-area company networks.



Systems often utilize Internet links and resources, but web-based features are treated as enhancements rather than core elements of the design.



Development typically follows one of three main paths: in-house development, purchasing a software package with possible modification, or using outside consultants.



Scalability can be affected by network limitations and constraints.



Many applications require substantial desktop computing power and resources.



Security issues are usually less complex than with web-based systems because the system operates on a private company network rather than the Internet.

In a web-based systems development environment: 

Systems are developed and delivered in an Internet-based framework such as .NET.



Internet-based development treats the web as a platform rather than just a communication channel.



Web-based systems are easily scalable and can run in multiple hardware environments.

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Large firms tend to deploy web-based systems as enterprise-wide software solutions for customer relationship management, order processing, and materials management applications.



Web-based software treats the software application as a service that is less dependent on desktop computing power and resources.

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When companies acquire web-based software as a service rather than a product they purchase, they can limit in-house involvement and have the vendor install, configure, and maintain the system by paying agreed-upon fees.



Web-based software usually requires additional middleware layers to communicate with existing software and legacy systems.



Web-based solutions open more complex security issues that should be addressed.

158. How does cloud computing support Web 2.0 applications? Solution Guidance: Cloud computing can be viewed as an online SaaS and data environment supported by powerful computers that make Web 2.0 possible. 159. Why would a company choose in-house software development? Solution Guidance: The most common reason for a company to develop its information system is its unique requirements that no software package can satisfy. Other typical reasons for in-house development include the following: A software package could cause significant changes to current operations, procedures, or data processing; the new software must work with the company’s existing information systems; the software must be compatible with the company’s existing hardware and systems software; inhouse IT resources provide a competitive edge; and an in-house IT staff has a better understanding of the organization’s information needs. 160. What is outsourcing? Solution Guidance: Outsourcing is the transfer of information systems development, operation, or maintenance to an outside firm that provides these services for a fee on a temporary or long-term basis. Outsourcing can refer to relatively minor programming tasks, renting software from a service provider, outsourcing a basic business process (often called business process outsourcing, or BPO), or handling a company’s entire IT function. 161. List two reasons offshoring may be risky. Solution Guidance: Offshoring involves some unique risks and concerns. For example, workers, customers, and shareholders in some companies have protested this trend and raised public awareness of its possible economic impact. Even more critical, offshore outsourcing involves unique concerns regarding project control, security issues, disparate cultures, and effective communication with critical functions located halfway around the globe. 162. What is software as a service? Solution Guidance: Software as a service (SaaS) is a model of software deployment in which an application is hosted as a service provided to customers over the Internet. SaaS reduces the customer’s need for software maintenance, operation, and support. In effect, SaaS provides the functionality the customer needs but without the associated development, infrastructure, and maintenance costs. 163. Why are data management and analytics integral to selecting a development strategy? Solution Guidance: Data management and analytics enable organizations to make informed decisions based on accurate, data-driven insights, ensuring that the chosen strategy aligns with their operational requirements and business objectives. Effective data management ensures the quality and accessibility of relevant data. At the same time, analytics provide the capability to interpret this data, revealing trends and patterns that guide strategic decision making and optimize development outcomes.

Moreover, compliance with regulations such as the General Data Protection Regulation (GDPR) is crucial, as it ensures the responsible handling of personal data and adherence to privacy standards, which is especially important when the development strategy involves processing or storing user data. 164. What is the primary objective of the evaluation and selection team in selecting a development strategy? Solution Guidance: The team’s primary objective is to eliminate system alternatives that will not meet requirements, rank the feasible alternatives, and present the viable alternatives to management for a final decision. The process begins with a careful study of the costs and benefits of each alternative. 165. What are the steps of the software acquisition process? Solution Guidance: The software acquisition process involves a series of steps: (1) evaluate the information system requirements; (2) identify potential vendors or outsourcing options; (3) evaluate the alternatives; (4) perform cost–benefit analysis; and (5) prepare a recommendation. 166. What is an RFP, and how does it differ from an RFQ? Solution Guidance: A request for proposal (RFP) is a written list of the information system requirements you give prospective software vendors before you decide on a specific package. RFPs help the vendors determine whether they have a product that is a possible software solution. A request for quotation (RFQ) solicits prices and related information from vendors for the hardware and software products you specify in the proposal. The RFP tends to be open-ended about the possible solutions sought by the organization, while the RFQ usually identifies a specific solution.

DISCUSSION TOPICS 167. How has the proliferation of mobile devices affected IT professionals? Solution Guidance: In the constantly changing world of IT, no area is more dynamic than Internet technology. Three examples of evolving trends are Web 2.0, cloud computing, and mobile devices. Systems analysts should be aware of these trends and consider them as they plan large-scale systems. Mobile devices have become commonplace. Smartphones and tablets are now found across the enterprise in most organizations. Developing apps for mobile devices requires new platforms. Mobile devices introduce a slew of new challenges for IT professionals. These include managing the ―bring your own device‖ (BYOD) movement, security concerns, and overall lack of control of employee computing capabilities. However, mobile devices also offer several improvements in the IT professional’s life, such as calling upon computing resources as needed. 168. As more companies outsource systems development, will there be less need for in-house systems analysts? Why or why not? Solution Guidance: Answers will vary. Outsourcing might result in less need for in-house developers but even more need for analysts who can understand business requirements and plan, acquire, and configure outsourced applications. Also, many firms are reluctant to outsource mission-critical IT systems or systems that might involve sensitive data. Because of these considerations, it is unlikely that outsourcing will result in a decline in systems analyst employment. 169. Select a financial software-as-a-service application and describe its main features. Solution Guidance: Answers will vary. Students may not have had previous personal experience with financial applications, let alone the SaaS variety, so this is an excellent learning opportunity. A comparison of SaaS features to those of a non-SaaS application with similar characteristics may help narrow the focus. 170. Suppose you tried to explain the concept of weighted evaluation models to a manager who responded, ―So, how do you set the weight factors? Is it just a subjective guess?‖ How would you reply? Solution Guidance: No standard method exists for assigning the weight factors. Each firm will have its own approach, which might be tailored to fit a specific situation. An analyst usually obtains as much input as possible and then circulates proposed values for further comment and an eventual consensus. 171. How does an organization transition from traditional in-house software development to SaaS? Solution Guidance: To transition from traditional in-house software development to SaaS, an organization must thoroughly evaluate its current and future software needs, assessing how an SaaS solution can meet these requirements. This is followed by a strategic planning phase in which the organization identifies suitable SaaS providers, considering costs, scalability, integration with existing systems, and data security. Finally, the transition involves a phased implementation, which may include training for staff, data migration, and establishing new operational workflows to adapt to the SaaS model, ensuring a smooth switch from in-house software to cloud-based services.

HANDS-ON PROJECTS 172. Investigate the ROI of cloud-based software development environments. Solution Guidance: There is a trend toward the increased use of entirely online, cloud-based development environments. Some advantages of a cloud-based development platform include an operating system-

neutral environment, automatic maintenance and updates of the platform’s capabilities for all team members, and ubiquitous access, irrespective of the device, via a web browser interface. Some disadvantages of a cloud-based development platform include potential latency issues with the user interface if network connectivity is poor, lack of integration with existing tools, and security and privacy concerns with data stored in the cloud. 173. Many financial tools are developed using Microsoft Excel. Identify three applications built using Excel and describe how they are used in an organization. Solution Guidance: Answers will vary. Excel is perhaps the most commonly used tool for financial applications, particularly those that are relatively simple and developed in-house. There should be plenty of examples available to choose from. Comparing Excel to a stand-alone (traditional or cloud-based) solution might help students identify the benefits and shortcomings of using only Excel for financial applications. 174. Visit your school’s IT department or a local company and determine whether the systems were developed in-house or purchased. If packages were acquired, find out what customizing was done, if any. Write a brief memo describing the results. Solution Guidance: Answers will vary. If possible, encourage students to find out why the decisions were made and share the results with the class. 175. Profile three companies that provide offshore software development services. Solution Guidance: Answers will vary. Many companies provide offshore software development services, from one-person shops to multinational companies. These companies are located all over the world. 176. Various firms and organizations offer IT benchmarking. Locate an example on the Internet and describe its services. Solution Guidance: Students should be able to find many examples of firms that offer benchmark testing using standard Internet search skills.

ETHICAL ISSUES 177. The department manager has asked a junior analyst at a medium-sized IT consulting firm to draft a response to an RFP from a large company seeking IT consulting services in connection with a new accounting system. The analyst working on the RFP noticed a specific question about the firm’s recent experience with this type of system. To the best of the analyst’s knowledge, the firm has only worked on one other accounting project in the last three years. After reading the analyst’s draft response, the manager was upset about the reply to the question. ―You don’t have to be quite that candid. Even though we only had one formal project, we have several people who worked on accounting systems before they came here.‖ ―Yes,‖ the analyst replied, ―but that isn’t what the question asks.‖ Still unhappy, the manager said, ―If we want that job, we’ll have to come up with a better answer.‖ Thinking about it, the analyst isn’t comfortable providing anything but a straight answer. Is this an ethical question? What are the analyst’s options? Solution Guidance: This situation revolves around the integrity and honesty of the response to the RFP. The ethical dilemma lies in balancing the desire to secure the project with the need to provide truthful and transparent information. The junior analyst, committed to ethical standards, recognizes that embellishing or altering the firm’s experience goes against the principles of honesty and integrity. The analyst’s options include: 

Adhering to honesty. The analyst could insist on providing a straightforward answer detailing the firm’s experience with such systems. This approach upholds ethical standards but might reduce the firm’s chances of securing the project.



Compromise. The analyst could explore a middle ground by accurately presenting the firm’s direct experience while highlighting the individual experiences of team members before joining the firm. This approach maintains honesty but also showcases the broader expertise within the firm.



Seeking guidance. The analyst could seek advice from a higher authority or an external ethical advisory body, especially if the firm has established ethical guidelines or a code of conduct.



Refusal to comply. If pressured to provide misleading information, the analyst might refuse to comply, potentially escalating the issue to higher management or removing themselves from the task.

The analyst must adhere to professional and ethical standards, ensuring that the firm’s reputation for integrity is maintained, which is vital for long-term success and credibility in the industry.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 11: MANAGING SYSTEMS IMPLEMENTATION

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 72 Discussion Topics ...................................................................................................................................... 75 Hands-On Projects .................................................................................................................................... 76 Ethical Issues ............................................................................................................................................. 78

Activity Rubric .......................................................................................................................................... 79

REVIEW QUESTIONS 178. What is quality assurance? Solution Guidance: Quality assurance (QA) is a process or procedure for minimizing errors and ensuring the quality of products. Poor quality can result from inaccurate requirements, design problems, coding errors, faulty documentation, and ineffective testing. A QA team reviews and tests all applications and systems changes to verify specifications and software quality standards. 179. What is application development? Solution Guidance: Application development is the process of constructing the programs and code modules that serve as the building blocks of the information system. 180. Explain how structure charts are used in application development. Solution Guidance: Structure charts show the program modules and the relationships among them. A structure chart consists of rectangles representing the program modules, with arrows and other symbols providing additional information. Typically, a higher-level module, called a control module, directs lowerlevel modules, called subordinate modules. In a structure chart, symbols represent various actions or conditions. Structure chart symbols represent modules, data couples, control couples, conditions, and loops. 181. Should classes be tightly coupled or loosely coupled in O-O development? Solution Guidance: Cohesion and coupling are important tools for evaluating the overall design. It is desirable to have modules (objects) that are highly cohesive and loosely coupled. Otherwise, system maintenance becomes more costly due to difficulties in changing the system’s structure. 182. What is pair programming? Solution Guidance: In pair programming, two programmers work on the same task on the same computer; one drives (programs) while the other navigates (watches). The onlooker examines the code strategically to see the forest, while the driver is concerned with the individual trees immediately in front of them. The two discuss their ideas continuously throughout the process. 183. What role do IDEs play in coding? Solution Guidance: To simplify the integration of system components and reduce code development time, many programmers use an integrated development environment (IDE). IDEs can make it easier to program interactive software products by providing built-in tools and advanced features, such as real-time error detection, syntax hints, highlighted code, class browsers, and version control. Apple Xcode and Microsoft Visual Studio are popular IDEs. In addition to these commercial packages, programmers can use opensource IDEs such as Eclipse. 184. Describe three main types of testing and the order in which they are performed. Solution Guidance: After coding, a programmer must test each program to ensure it functions correctly. Later, programs are tested in groups, and the development team must finally test the entire system. The testing of an individual program or module is called unit testing. The objective is to identify and eliminate execution errors that could cause the program to terminate abnormally and logic errors that could have been missed during desk checking.

Integration testing is testing two or more programs that depend on each other. For example, consider an information system that checks and validates customer credit status and a separate program that updates data in the customer master file. The output from the validation program becomes input to the master file update program. Testing the programs independently does not guarantee that the data passed between them is correct. Only by performing integration testing for this pair of programs can one ensure the programs work together correctly. After completing integration testing, system testing is performed, which involves the entire information system. A system test includes all likely processing situations. It is intended to assure users, developers, and managers that the program meets all specifications and that all necessary features have been included. 185. What are the differences among program, system, operations, and user documentation? Solution Guidance: Documentation describes an information system and helps the users, managers, and IT staff who must interact with it. The skill set required to develop documentation usually differs from that needed to create a system. This is particularly true in online documentation, which needs to coordinate with print documentation and intranet and Internet information. Technical writing requires specialized skills, and competent technical writers are valuable IT team members.

Program documentation describes all program modules’ inputs, outputs, and processing logic. The program documentation process starts in the systems analysis phase and continues during implementation. Analysts prepare overall documentation, such as process descriptions and report layouts, early in the SDLC. This documentation guides programmers who construct modules well supported by internal and external comments and descriptions that can be easily understood and maintained. A systems analyst usually verifies that program documentation is complete and accurate. System documentation describes the system’s functions and how they are implemented. System documentation includes data dictionary entries, data flow diagrams, object models, screen layouts, source documents, and the system request that initiated the project. System documentation is necessary reference material for the programmers and analysts who must support and maintain the system. Operations documentation contains all the information needed for processing and distributing online and printed output. Operations documentation should be clear, concise, and available online. User documentation consists of instructions and information for users interacting with the system and includes user manuals, help screens, and online tutorials. Programmers or systems analysts usually create program documentation and system documentation. To produce effective and clear user documentation— and hence have a successful project—someone with expert skills in this area is needed. 186. What is the role of online documentation? Solution Guidance: Most users now prefer online documentation, which provides immediate help when they have questions or encounter problems. Many users are accustomed to context-sensitive help screens, hints and tips, hypertext, on-screen demos, and other user-friendly features commonly found in popular software packages; they expect the same kind of support for in-house developed software. Effective online documentation is an important productivity tool because it empowers users and reduces the time IT staff must spend providing telephone, email, or face-to-face assistance. Interactive tutorials are especially popular with users who like to learn by doing, and visual impact is very important. The use of YouTube as a host for tutorial videos has become commonplace. 187. What is the difference between an operational environment and a test environment? Solution Guidance: An environment, or platform, is a specific combination of hardware and software. The environment for the actual system operation is called the operational environment or production environment. The environment analysts and programmers use to develop and maintain programs is called the test environment. A separate test environment is necessary to maintain system security and integrity and protect the operational environment. Typically, the test environment resides on a limited-access workstation or server located in the IT department.

DISCUSSION TOPICS 188. Discuss the three techniques used to improve quality assurance. Solution Guidance: The main objective of QA is to avoid problems or to identify them as soon as possible. Poor quality can result from inaccurate requirements, design problems, coding errors, faulty documentation, and ineffective testing. To improve the finished product, software systems developers should consider best practices in software engineering, systems engineering, and internationally recognized quality standards. 189. What are the most significant differences among structured, O-O, and agile methods? What do they have in common? Solution Guidance: Structured analysis regards processes and data as separate components and uses DFDs to show how processes transform data into useful information. O-O analysis combines data and the processes that act on the data into things called objects. O-O analysis uses various diagrams and object models to represent data, behavior, and the means by which objects affect other objects. By describing the objects (data) and methods (processes) needed to support a business operation, a system developer can design reusable components for faster system implementation and decreased development cost. Many analysts believe that, compared with structured analysis, O-O methods are more flexible, efficient, and realistic in today’s dynamic business environment. Agile development methods have attracted a wide following and an entire community of users. Agile methods typically use a spiral model, representing a series of iterations or revisions based on user feedback. Proponents of the spiral model believe this approach reduces risks and speeds up software development. Analysts should recognize that agile methods have advantages and disadvantages. By their nature, agile methods allow developers to be much more flexible and responsive but can be riskier than more traditional methods. For example, without a detailed set of system requirements, certain features requested by some users might not be consistent with the company’s larger game plan. Other potential disadvantages of adaptive methods include weak documentation, blurred lines of accountability, and too little emphasis on the larger business picture. Also, a long series of iterations might add to project cost and development time unless properly implemented. Although the three methods use different techniques, they have much in common. Each method seeks to create a model of the system that can be analyzed, documented, and modified to meet system requirements. It is not uncommon for a developer to use all three. 190. Experienced programmers sometimes eschew IDEs for hand-crafted tools, often connected in a pipeline to facilitate complex workflows. What advantages and disadvantages would this approach have over sophisticated IDEs? Solution Guidance: Back in the day, senior developers often crafted their own toolkits. They became familiar with how the tools worked, individually and together, and could improve their productivity by using the tools. However, the tools were usually tied to a specific programming language and development environment. Moreover, no one else could use the same tools (unless deeply familiar with them), so project productivity would take a hit if another developer had to step in to perform a task for an absent expert. Today’s IDEs are quite sophisticated, reducing the need for home-grown solutions for most projects. 191. Your supervisor said, ―Integration testing is a waste of time. If each program is tested adequately, integration testing isn’t needed. Instead, we should move on to system testing as soon as possible. If modules don’t interact properly, we’ll handle it then.‖ Do you agree or disagree with this comment? Solution Guidance: Students should understand the importance of integration testing in the implementation phase. Because integration testing involves testing with two or more programs, output from

one program can be used as input to the second program; through testing in this manner, the systems analysts can be sure that the system is stable. If integration testing is skipped, the systems testing phase will likely become lengthier, and management approval will not come easily. Some errors will go unnoticed regardless of how well the system is tested, but all forms of testing are necessary to reach the result. 192. Suppose you designed a tutorial to train someone to use specific hardware or software, such as a web browser. What specific information would you want to know about the recipient of the training? How would that information affect the design of the training material? Solution Guidance: Answers will vary, but students should suggest that training is based on the person’s computer skill level and their understanding of computerized applications. Ask students what questions they can think of that might provide information about a person’s skill level.

HANDS-ON PROJECTS 193. Using the material in this chapter and your Internet research, prepare a presentation on the pros and cons of agile development methods. Solution Guidance: Answers will vary, depending on the additional research students may perform. Agile methodology is becoming very popular. Its supporters boast that it speeds up software development and delivers precisely what the customer wants, when the customer wants it, while fostering teamwork and empowering employees. However, there are drawbacks to this adaptive (rather than predictive) method. Critics of agile development often claim that because it focuses on quick iterations and fast releases, it lacks discipline and produces systems of questionable quality. In addition, larger projects may not work well with an agile method because of their complexity and the lack of focus on a well-defined end product. Before implementing an agile development project, the proposed system and development methods should be scrutinized. As experienced IT professionals know, a one-size-fits-all solution does not exist. For more information on agile methods, refer to the detailed discussion of systems development methods in Chapter 1.

194. Design a generic test plan that describes the testing for an imaginary system. Solution Guidance: A test plan consists of detailed procedures that specify how and when the testing will be performed, who will participate, and what test data will be used. A comprehensive test plan should include scenarios for every situation the program could encounter. The framework for a generic test plan follows. Students should be able to suggest additional details. The test plan must include the following elements: 

Unit testing to analyze individual programs or modules and identify and eliminate errors. Test data should contain correct and erroneous data that will test all possible situations. Programmers must test programs that interact with other programs and files using stub testing during unit testing. Someone other than the programmer who wrote the program should create the test data and review the results to obtain an independent analysis.



Integration testing to evaluate two or more programs that depend on each other. The purpose of integration testing is to ensure that programs work together correctly. Like unit testing, integration test data must consider normal and unusual situations. A testing sequence should only move to the integration test stage if it has performed properly in all unit tests.



System testing to ensure that the overall system functions properly. A system test demonstrates that all specifications are met. During a system test, users enter data, including actual or live data samples, perform queries, and produce reports to simulate actual operating conditions. Users and the IT project development team verify all processing options and outputs to ensure that the system functions correctly.

195. Which system changeover method would you recommend for an air traffic control system upgrade? Solution Guidance: System changeover is putting the new information system online and retiring the old system. Changeover can be rapid or slow, depending on the method. The four changeover methods are direct cutover, parallel, pilot, and phased operation. The one technique that would not be used is the direct cutover: the risks of failure for a life-critical system like air traffic control are too high. The pilot operation method is also not a good choice, as air traffic control systems are tightly integrated across multiple sites. The parallel operation method is the best option if the entire system is being replaced. The older system could be retired after the new system has proven to be at least functionally equivalent. The phased operation method could be used if the new system were developed in stages, with enhanced functionality realized in discrete modules. 196. Prepare an online training module for an AI-powered IDE like Amazon CodeWhisperer. Solution Guidance: This project is suitable for individual or group work. There are many other online training platforms besides Udemy or LinkedIn Learning that students can select. Most offer free trial periods long enough to complete the project. As the old saying goes, there’s no better way to learn something than to teach it. Students who complete this project will better understand system implementation management. 197. Design a generic post-implementation evaluation form. The form should consist of questions that you could use to evaluate any information system. The form should evaluate the training received and any problems associated with the program. Solution Guidance: An acceptable evaluation form would evaluate the following parameters: 

Accuracy, completeness, and timeliness of information system output



User satisfaction



System reliability and maintainability



Adequacy of system controls and security measures



Hardware efficiency and platform performance



Effectiveness of database implementation



Performance of the IT team



Completeness and quality of documentation



Quality and effectiveness of training



Accuracy of cost–benefit estimates and development schedules

ETHICAL ISSUES 198. A team member is handling the testing for the new accounting system and is very upset about the most recent results. ―Every time we fix one problem, another one pops up! After 10 days of testing and adjusting, we meet over 90% of the goals and benchmarks. If we’re looking for perfection, we’ll never make the implementation deadline for the new system, and the users will be all over us. Not to mention top management’s reaction to a delay. I’m sure we can resolve some of these issues after the system becomes operational.‖ How would you respond to this statement? Are ethical issues involved? What are your responsibilities as an employee, as an IT professional, and as a co-worker? Solution Guidance: Responding to the team member’s frustration requires a balanced approach, acknowledging the hard work and progress made while also considering the ethical implications of launching a system that may not be fully ready. Here’s a nuanced response that addresses these concerns: First, it’s crucial to empathize with the team member’s frustration and acknowledge the effort and progress made. However, it’s also important to emphasize the importance of quality and reliability in software development, especially for an accounting system where accuracy is paramount. Rushing a system with known issues into operation can lead to financial inaccuracies, data integrity problems, and loss of trust among users and stakeholders. Ethical issues are indeed involved in this scenario. Deploying a system known to have unresolved issues, particularly in an accounting context, could lead to misleading financial reports, affect decisions made by management, and potentially lead to financial losses or legal consequences. The ethical principle of ―do no harm‖ applies here, emphasizing the need to ensure the system does not harm the organization, its operations, or its reputation. As an employee, your responsibility is to act in the company’s best interest, which includes ensuring that any product or system meets a certain standard of quality before it is released. As an IT professional, there is a duty to uphold standards of professionalism, which involves ensuring the reliability and integrity of systems. This includes advocating for sufficient testing and addressing significant issues before deployment. Furthermore, as a co-worker, there’s a responsibility to support your team in finding solutions to challenges, offering moral support, and working together to meet project goals without compromising on quality or ethical standards. While the pressure to meet deadlines is understandable, all stakeholders must be advised about the potential risks and ethical considerations of deploying an unfinished system. Seeking additional resources, adjusting timelines, or reprioritizing features could be necessary steps to take. Ultimately, the decision should align

with ethical standards, professional responsibilities, and the long-term interests of the organization and its stakeholders.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 12: MAINTENANCE & SUPPORT

Hands-On Projects .................................................................................................................................... 83 Ethical Issues ............................................................................................................................................. 84 Activity Rubric .......................................................................................................................................... 85

REVIEW QUESTIONS 199. What is the purpose of user support and training in IT systems? Solution Guidance: User support and training in IT systems ensures users can effectively utilize technology, enhancing productivity and minimizing downtime due to user errors. Training gives users the necessary skills and knowledge to operate the systems efficiently. At the same time, support offers assistance for any issues, ensuring that systems are used to their full potential and any disruptions are quickly resolved. 200. What are the different types of maintenance of IT systems? Solution Guidance: The different types of maintenance for IT systems include corrective, adaptive, perfective, and preventive maintenance. Corrective maintenance fixes known issues, adaptive maintenance adjusts to environmental changes, perfective maintenance improves performance or functionality, and preventive maintenance aims to prevent future problems before they occur. 201. What role does a maintenance team play in an organization’s IT infrastructure? Solution Guidance: The maintenance team plays a critical role in an organization’s IT infrastructure by ensuring the continuous operation, reliability, and efficiency of IT systems. They perform routine maintenance, address system issues, implement updates, and make improvements to prevent potential future disruptions, thereby supporting the organization’s overall productivity. 202. What role does version control play in configuration management? Solution Guidance: Version control in configuration management is crucial for tracking and managing changes to software code, documents, and other configuration items. It enables teams to collaborate more effectively, revert to previous versions if needed, and maintain a historical record of changes, which is essential for analyzing the evolution of a project and resolving issues. 203. What is the goal of system performance management? Solution Guidance: System performance management aims to ensure IT systems operate at optimal efficiency and capacity to meet business needs. This involves monitoring and analyzing system performance, identifying bottlenecks or issues, and implementing improvements to maintain high service levels and support organizational objectives. 204. How does capacity planning benefit an organization’s IT infrastructure? Solution Guidance: Capacity planning benefits an organization’s IT infrastructure by scaling systems appropriately to meet current and future demand. This prevents overutilization, which can lead to performance issues and downtime, and underutilization, which can result in unnecessary expenditures on IT resources. 205. Why is QA important in system support? Solution Guidance: QA in system support is essential because it ensures that IT services’ reliability, security, and performance meet or exceed defined standards. Through testing and continuous improvement

processes, QA helps identify and mitigate defects, reducing the risk of system failures and enhancing user satisfaction. 206. Why are security updates an essential part of security management in maintenance? Solution Guidance: Security updates are essential in maintenance security management because they address vulnerabilities that attackers could exploit, protecting the system from breaches and cyber threats. Regularly applying security updates is critical for maintaining data integrity and confidentiality and ensuring the continued availability of IT services. 207. How does effective documentation support IT system users and maintenance teams? Solution Guidance: Effective documentation supports IT system users and maintenance teams by providing clear and accessible information on system use, troubleshooting, and maintenance procedures. This facilitates quicker resolution of issues, enhances user independence, and ensures consistent and informed maintenance practices across the team. 208. Why is planning for system retirement and transition critical? Solution Guidance: Planning for system retirement and transition is critical to ensure a smooth transition to new systems, data integrity, and the continuous operation of vital services. This planning process involves identifying when systems need to be retired, how data will be migrated, and how users will be transitioned to new systems, ensuring business continuity and minimizing risks associated with system changes.

DISCUSSION TOPICS 209. How do user support and training enhance system usability and user satisfaction? Solution Guidance: User support and training are pivotal in enhancing system usability and user satisfaction by ensuring individuals have the necessary knowledge and resources to use IT systems effectively. Training programs provide users with a clear understanding of system functionalities and best practices, which can significantly reduce errors and increase efficiency. Additionally, user support is a direct line for resolving issues and answering queries, minimizing disruptions and frustration. Together, these services improve the user experience, increasing productivity and satisfaction. Effective user support and training empower users and foster a positive perception of the IT department as responsive and usercentric. 210. Discuss the impact of a comprehensive maintenance strategy on the longevity and performance of IT systems. Solution Guidance: A comprehensive maintenance strategy is crucial for extending the longevity and enhancing the performance of IT systems. By encompassing corrective, adaptive, perfective, and preventive maintenance, such a strategy ensures that systems are regularly updated, optimized for current needs, and safeguarded against future issues. This proactive approach to maintenance prevents minor issues from escalating into significant problems, reduces system downtime, and ensures that IT systems can adapt to evolving business requirements. In turn, this maintains high levels of system performance and reliability, which are essential for operational efficiency and the long-term success of an organization. 211. How does configuration management contribute to maintaining system integrity during updates and changes? Solution Guidance: Configuration management is essential for maintaining system integrity during updates and changes by providing a structured approach to managing system configurations. It ensures that all changes are documented, reviewed, and approved before implementation. This process helps identify potential issues that could arise from changes, enabling preemptive measures to be taken. Moreover, configuration management facilitates the rollback of changes in case of adverse effects, thereby protecting system integrity. Configuration management supports a stable and reliable IT environment by keeping a detailed record of system states and configurations, even as updates and changes are made. 212. Why are regular security audits necessary for maintaining IT system integrity? Solution Guidance: Regular security audits systematically examine the security of a company’s information system. These audits assess how well the system conforms to established criteria, identifying vulnerabilities and noncompliance with security policies and procedures. By conducting these audits routinely, organizations can detect and rectify security gaps before they are exploited by attackers, thus preventing potential data breaches and system compromises. Furthermore, security audits help assess the effectiveness of current security measures and help organizations make informed decisions about security enhancements, ensuring the ongoing integrity and resilience of IT systems. 213. Why is planning for system retirement and transition as critical as planning for system implementation? Solution Guidance: Planning for system retirement and transition ensures a smooth and secure phase-out of outdated systems and a seamless transition to newer technologies. Proper planning helps preserve data integrity, minimize operational disruptions, and maintain service continuity during the transition. It also addresses compliance with regulatory data handling and disposal requirements. By thoughtfully planning for retirement and transition, organizations can mitigate risks associated with data loss, security breaches, and system incompatibilities. This foresight protects the organization’s assets and supports its strategic evolution, ensuring that IT infrastructure meets its changing needs efficiently.

HANDS-ON PROJECTS 214. Design a comprehensive training workshop for introducing new software to your school or a local organization. The project will involve researching the software, identifying key features and common challenges, developing training materials, and facilitating a mock session with your peers. Solution Guidance: This project focuses on crafting an educational workshop to introduce new software within an academic or organizational setting. Students should start by installing the software and exploring its features to gain firsthand experience. They should engage with online forums, user guides, and reviews to understand common user challenges and solutions. They should develop training materials that include visual aids, step-by-step guides, and real-world scenarios for practice. For the mock session, students should organize a structured agenda that allocates time for demonstrations, interactive activities, and Q&A sessions. Finally, students should use feedback forms to gather insights on the workshop’s effectiveness and areas for improvement. 215. Develop a preventive maintenance schedule for your school computer lab’s hardware and software. This includes creating a checklist of maintenance tasks, determining the frequency for each task, and identifying tools or software that can assist in the maintenance process. Solution Guidance: This project entails creating a detailed preventive maintenance schedule to prolong equipment life and ensure optimal performance. Students should begin by listing all hardware and software components in the computer lab, as well as consulting manuals or technical specifications, to understand maintenance requirements. They should research best practices for maintaining each component and decide on maintenance frequencies based on usage intensity and manufacturer recommendations. They should select or recommend tools and software to automate maintenance tasks, such as disk cleanup utilities or update managers. Also, students should organize the checklist and schedule into a user-friendly format, perhaps using spreadsheet software, and include instructions for each task. 216. Design and implement a simple configuration management database (CMDB) using a tool like Microsoft Access. Track the configuration items (CIs) within a small business or school network. This project involves identifying CIs such as hardware, software, and network devices, defining attributes for each CI, and establishing relationships. Solution Guidance: Using a CMDB and a platform like Microsoft Access, this project addresses the challenge of tracking and managing the CIs within a network. Start by categorizing all CIs in the chosen environment as hardware, software, or network devices. Assign unique identifiers to each CI and gather information on their attributes, such as model, specifications, location, and responsible personnel. Using Access, create a database structure that includes tables for CIs, attributes, and relationships. Populate the database with the collected information and demonstrate querying capabilities to retrieve and update CI information. Discuss the importance of maintaining this database for IT management purposes. 217. Conduct a mock security audit on a hypothetical company’s network infrastructure. This project involves identifying potential security vulnerabilities using tools or checklists, recommending mitigation strategies, and presenting findings in a report. Solution Guidance: This project requires the use of various tools and checklists to identify potential security vulnerabilities. Begin by reviewing basic security audit principles and select tools and checklists applicable to network audits, such as vulnerability scanners and security assessment frameworks. Create a hypothetical company profile, including its network architecture and assumed business operations. Conduct the audit by systematically checking for common vulnerabilities, documenting findings, and suggesting practical mitigation strategies. Compile the results into a structured report with an executive summary, detailed findings, and recommendations to the company’s management.

218. Simulate the data migration process from an old database system to a new one. This involves mapping data fields between the old and new systems, creating scripts or using migration tools to transfer data, and conducting tests to ensure data integrity. Solution Guidance: First, understand the structure of both the old and new database systems by reviewing their schemas and identifying differences. Design a mapping strategy that aligns data fields between the two systems, addressing any format or compatibility issues. Develop scripts or leverage existing migration tools to automate the data transfer, including error handling and logging mechanisms. Conduct a series of tests on the migrated data to verify integrity and completeness, comparing sample data sets before and after migration to ensure accuracy. Document the entire process, highlighting challenges encountered and solutions implemented.

ETHICAL ISSUES 219. A critical security patch has just been developed to address a significant vulnerability in your product. Usually, your team conducts thorough regression testing on updates to ensure they do not introduce new bugs or issues. However, due to pressures to meet tight deployment deadlines, your manager instructs you to skip the regression testing phase and proceed directly to shipping the updated product to customers. Considering the potential risks to product integrity and customer trust, how should you respond to your manager’s request to skip regression testing for the security patch?

Solution Guidance: Responding to the manager’s request to skip regression testing involves balancing the urgency of addressing the vulnerability against the potential risks of introducing new issues. The ethical approach would be communicating the possible consequences of not conducting regression testing, emphasizing the risks to product integrity, customer trust, and the company’s long-term reputation. It is important to point out that deploying an insufficiently tested patch could lead to even more severe problems than the original vulnerability. This could result in customer dissatisfaction, loss of trust, and potential financial and legal repercussions if the update causes user issues. An appropriate response would include proposing a compromise that addresses the situation’s urgency while still upholding quality standards. For example, you could perform targeted regression testing focused on the most critical areas affected by the patch, thus reducing the testing time without altogether foregoing quality checks. Alternatively, if resources permit, a phased rollout of the patch could be proposed, where the update is first deployed to a small, controlled group of users to quickly identify any unforeseen issues before a broader release. In essence, the response to the manager should advocate for maintaining a standard of quality that ensures the security patch does not compromise the product or harm the customer base. Explaining the ethical and practical implications of skipping QA processes can help the manager understand the potential long-term costs associated with short-term gains. Suggesting practical, risk-mitigated approaches demonstrates a commitment to product quality and meeting business objectives, aligning with the ethical responsibility toward users and stakeholders.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete

fewer grammatical and spelling errors. 5 points

five grammatical and spelling errors. 3 points

than five grammatical and spelling errors, is incomplete, or is unintelligible. 0 points

Solution and Answer Guide T ILLEY, SYSTEMS ANALYSIS & DESIGN, 13E 2025, 9798214001111; CHAPTER 13: MANAGING SYSTEMS SECURITY

TABLE OF CONTENTS Review Questions ...................................................................................................................................... 86 Discussion Topics ...................................................................................................................................... 88 Hands-On Projects .................................................................................................................................... 89 Ethical Issues ............................................................................................................................................. 90 Activity Rubric .......................................................................................................................................... 91

REVIEW QUESTIONS 220. What are the three foundational principles of system security? Solution Guidance: Integrity, confidentiality, and availability are the foundational principles of system security. 221. Name two types of attacker profiles and describe their primary motivations. Solution Guidance: Cyberterrorists aim to advance political or social goals, while hackers (black hats) seek unauthorized access to systems for malicious purposes. 222. What are the first two steps in the risk identification process? Solution Guidance: Risk identification involves systematically identifying potential security threats and vulnerabilities. 223. What are two levels of system security? Solution Guidance: Physical security and network security are two levels of system security. 224. What is a key component of developing and implementing security policies? Solution Guidance: A key component is establishing clear guidelines that define acceptable use and security practices. 225. What role does SIEM play in organizational security? Solution Guidance: SIEM plays a critical role in real-time monitoring and analyzing security alerts generated by applications and network hardware.

226. Name an essential element of effective backup policies. Solution Guidance: Regular scheduling of backups to ensure data integrity and availability is essential. 227. What is one primary principle of cyberethics? Solution Guidance: Respecting user privacy and ensuring that digital actions do not harm others are primary principles of cyberethics. 228. How does cloud computing impact system security? Solution Guidance: Cloud computing introduces scalability and resource sharing but requires enhanced security measures for data protection. 229. What is one component of a resilient cybersecurity culture within an organization? Solution Guidance: A strong organizational ethos that promotes security awareness and adherence to security practices is a component of a resilient cybersecurity culture.

DISCUSSION TOPICS 230. How do attacker profiles and motivations influence the steps involved in risk identification? Solution Guidance: Attacker profiles and motivations directly inform risk identification by highlighting specific vulnerabilities and threats an organization may face. Understanding these profiles helps organizations anticipate potential attack vectors and prioritize risks based on the likelihood of being targeted by different types of attackers. 231. Discuss the relationship between developing and implementing security policies and the essential elements of effective backup policies. Solution Guidance: Developing and implementing security policies is foundational to creating effective backup policies. Security policies outline the broader organizational stance on data protection and backup policies define specific procedures for data preservation, aligning with the overall security objectives. 232. How do the different levels of systems security impact the legal and ethical considerations in system security? Solution Guidance: The levels of systems security influence legal and ethical considerations by dictating the scope of protection measures. Higher security levels necessitate adherence to stricter legal frameworks and ethical standards to ensure comprehensive protection of sensitive information and systems.

233. How do emerging technologies affect the formulation and enforcement of security policies? Solution Guidance: Emerging technologies challenge existing security policies by introducing new vulnerabilities and altering threat landscapes. This dynamic requires continuous evaluation and adaptation of security policies to encompass protections against threats posed by new technologies, ensuring that policies remain relevant and effective. 234. How does building a resilient cybersecurity culture enhance the effectiveness of risk management strategies in system security? Solution Guidance: Cultivating a resilient cybersecurity culture bolsters risk management strategies by embedding security awareness and practices into the organizational ethos. This cultural shift enhances the ability to identify, assess, and mitigate risks, contributing to a more secure and resilient operational environment.

HANDS-ON PROJECTS 235. Create a simulated cyberattack scenario based on a chosen attacker profile. Conduct a risk assessment for the scenario, identifying potential vulnerabilities and proposing mitigation strategies. Solution Guidance: Evaluate the cyberattack scenario’s creativity and realism, the risk assessment’s depth and thoroughness, and the practicality of proposed mitigation strategies. Consider how well the student identifies vulnerabilities and develops relevant and actionable mitigation steps. 236. Design a comprehensive security policy for an organization that includes specific sections on backup strategies. Consider aspects like data criticality, backup frequency, and recovery objectives. Solution Guidance: Assess the comprehensiveness, clarity, and feasibility of the proposed security policy. Ensure the policy adequately covers essential aspects such as data criticality, backup frequency, and recovery objectives and is practical for implementation. 237. Analyze an organization’s security measures across different levels (physical, network, application) and evaluate their compliance with specific data protection laws. Solution Guidance: Focus on the depth of analysis across security levels, the accuracy of compliance with data protection laws, and the insightfulness of observations and recommendations. Evaluate the student’s ability to thoroughly assess and provide meaningful feedback on an organization’s security posture. 238. Research an emerging technology (e.g., IoT, blockchain) and draft a section of a security policy that addresses the unique challenges and security considerations introduced by this technology. Solution Guidance: Look for thorough research on the technology, innovative approaches to addressing its unique challenges and security considerations, and how well the policy section integrates into the broader security policy framework. 239. Develop a program that fosters a security-first mindset among employees and assesses its impact on reducing identified risks within the organization. Solution Guidance: Examine the design’s effectiveness in reducing risks, strategies for engaging employees, and methods proposed for measuring the program’s impact on security awareness and behavior change. Evaluate the practicality and potential effectiveness of the program in fostering a security-first culture.

ETHICAL ISSUES 1.

As a systems analyst at a dynamic and competitive company, you recently uncovered a significant data breach that threatens the personal information of thousands of customers. Despite the company’s proclaimed commitment to transparency, the leadership delayed informing the affected individuals, motivated by fears of reputational harm and financial implications. This decision places you in an ethical dilemma, torn between your loyalty to the company and your moral obligation to protect the customers’ rights to privacy and data security. Faced with this situation, you are now at a moral crossroads, pondering the appropriate path forward. How can you navigate the complex interplay between the company’s interests and the imperative to uphold customer trust and privacy? What advice would you seek, considering the ethical ramifications of postponing the breach disclosure to the impacted customers? Solution Guidance: In this ethical dilemma, balancing corporate loyalty with the ethical obligation to protect customer privacy and data security is paramount. Advising the company to align with transparency and ethical standards is critical, despite reputational or financial impacts. Transparent communication with affected customers, explaining the breach and its implications, and steps to mitigate damage can build trust and show commitment to ethical practices. Recommending the establishment of stronger data protection measures and immediate, transparent communication can further align the company’s actions with ethical norms and customer expectations.

ACTIVITY RUBRIC Instructions: Use this rubric for the Systems Analysis and Design 13 th edition Hands-On Projects and Ethical Issues assignments and activities. Criteria

Meets Requirements

Content

Organization and Clarity

Research

Grammar and Spelling

Needs Improvement

Incomplete