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Methods of Analysis for Business Operations

Discussion board #1:

Where in government (federal, state/territory/tribal, or local) would be a good place to examine work efficiency with an exponential distribution? Why?

Discussion Board # 2

We, as individuals, use the six steps in the decision-making model every day, and we do not even think about it. Let’s look at a couple of real-world problems that use decision-making. Select one of the problems below, and explain your decision-making process based on analysis.

Decision-making problem:

Solving Illegal immigration

American losing it’s energy Independence and relying on foreign oil

Using the quantitative analysis that you have learned, apply the concepts where you can, and frame your decision-making plan for a solution.

Discussion board #3

Share an example of when you used a decision tree and what the outcome was.

If you have never used a decision tree, think about two alternatives in which you would have a reason to use a decision tree (e.g., buying a home, buying raw land).

Explain your decision tree model.

Explain any assigned probabilities and why you selected them.

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Describe Gyan’s business model

Book Reference: Neck, H. M., Neck, C. P., & Murray, E. L. (2021). Entrepreneurship: The practice and mindset (2nd ed). SAGE. https://online.vitalsource.com/#/books/9781544354644

For this assignment, read the case study on pages 27 and 28 of the eTextbook. Once you have read and reviewed the case scenario,  Instead, 

Compare the different types of entrepreneurship concerning the amount of risk associated with starting a technology services company. Think about the ramifications of starting a company, where the core product (technology) is changing at a rapid pace.

Describe Gyan’s business model. Why does this business model fit or not fit this organization? Apply one other business model to this case, and then explain whether you think your selected business model would contribute to the company’s success and growth or not. 

Analyze the type of entrepreneurship Gyan exhibits. As you think about doing something entrepreneurial, what is your motivation for entering an entrepreneurial activity? 

Your case study should be at least two pages in length. References should include your eTextbook and a minimum of one additional credible source. Adhere to APA Style when constructing this assignment, including in-text citations and references for all sources that are used. Please note that no abstract is needed.

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small business that supplies office supplies to small and medium-sized businesses within the South East Queensland market

Coordinate implementation of customer service strategies
Name
Email address
Assessment
© 2018 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
Warning – This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act).
The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act.
All rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice.
Read through the following case study and complete the associated four tasks. You should reflect on your learning and your own research within this unit.
Currently working students are encouraged to base the scenario of this assessment on their dental or medical surgery/practice.
Case Study
Consider the following scenario.
You work for ABC Stationery, a small business that supplies office supplies to small and medium-sized businesses within the South East Queensland market. The business has eight staff members, and it has started to grow. As part of that growth, you have been asked to look at the business’s customer service strategies. A new Client Management System (CMS) with an integrated document control system has been purchased in order to stop the loss of corporate knowledge, which happens when staff members leave.
Currently, no formal customer service strategies have been put in place, and there has been no previous formal training within the organisation in customer service.
About the business:
• Two business partners own the business.
• Three administration staff take sales over the phone and liaise with the bigger clients on a daily basis. One member is new, one has been with the company for one year, and the other has been with the company for eight years.
• The finance manager has been with the company for three years.
• There are two sales staff that mostly work remotely. They have been with the company for two years.

Employee demographics:
• The average age range is 25–55.
• There is a mix of males and females.
• Two of the administration team are from non-English speaking background.
As a manager, it is important that you review customer service and seek ways to make improvements. It is important to consider improving not only your own standard of customer service but also how you assist others to make improvements in their standard of customer service.
In order to identify ways to make improvements in customer service, you need to clarify and accurately assess the needs of customers. There are several ways that this can be accomplished, but they are all based on communication techniques. By ensuring that there is good communication with customers, the number of customer complaints will reduce.
Communication techniques may relate to:
• Analysing customer satisfaction surveys
• Analysing quality assurance data
• Conducting interviews
• Consultation methods, techniques, and protocols
• Making recommendations
• Obtaining management decisions
• Questioning
• Seeking feedback to confirm understanding
• Summarising and paraphrasing
Task 1
Part A
Imagine you are a customer of ABC Stationary. Think about the type of service you would expect from the business and staff and also what kind of situations would make you unhappy with their service. With this information in mind, develop a questionnaire (minimum of ten questions) that you could use to gather information from customers on what they like about ABC Stationary’s service and what they think could be done better and what kind of service could be implemented that is not currently provided. It could cover such areas as:
Customer needs may relate to:
• Staff attitude
• Staff knowledge
• Complaints
• Prices/ value for service
• Purchasing experience
• Return of goods experience
• Accuracy of information provided them
• Instore experience
• Patient chairside experience (dental students)
• Anything else?

Part B
Ask (at least ten) customers to complete the questionnaire. If you don’t work or have the opportunity to ask customers in a retail situation, adjust the questionnaire so it suits the area in which you work. If you are not currently working you may simulate the customer responses. Simulations can include using friends and family to complete the questionnaire.
Customers may include:
• Corporate customers
• Individual members of the organisations
• Individual members of the public
• Patients
• Internal or external
• Other agencies

Task 2
Analyse the feedback from the questionnaire. Create a report explaining your findings, i.e. what are the customer’s needs, and make a comment (recommendation) on areas in customer service where improvements could be made.

Task 3
Using the information from Tasks 1and 2, explain in a report the customer service issues and problems that you diagnosed and the appropriate options that you identified for improving customer service. Include in this report budget allocations that are required and where the budget allocation will come from. Your report should also outline how you will promptly action procedures to resolve customer difficulties and complaints whilst acting within organisational requirements.
You need to mention how these options meet with the organisation’s requirements, i.e. business aims, objectives, and strategies, and you should provide opportunities for continuous improvement.
Organisational requirements may include:
• Access and equity principles and practice
• Anti-discrimination and related policy
• Confidentiality and security requirements
• Defined resource parameters
• Ethical standards
• Goals, objectives, plans, systems, and processes
• Legal and organisational policies, guidelines, and requirements
• OHS policies, procedures, and programs
• Payment and delivery options
• Pricing and discount policies
• Quality and continuous improvement processes and standards
• Quality assurance and/or procedures manuals
• Replacement and refund policy and procedures
• Who is responsible for products or services?
Strategic areas for improvement may include:
• Courtesy/politeness
• Delivery times
• Merchandise characteristics
• Price offers
• Product/refund guarantees
• Product/service availability

Task 4
Develop a PowerPoint presentation to present your findings from Tasks 2 and 3 on service needs of customers and ways to make improvements. There should be no more than 12 slides. The presentation will be shown to management, staff, and other interested parties with the aim of promoting strategies to improve customer service.
Arrange with management, staff, and other interested parties to attend the presentation on customers’ service needs and strategies to improve customer service.
Design a presentation feedback form (of at least five questions) to gather comments from your audience on customer service needs and your proposed improvements. Provide your assessor with a copy of the feedback form.
Task 5
Gather and analyse the presentation audience feedback on customer service needs and your proposed improvements. Explain your findings in a report, e.g. did the audience agree with, disagree with, or support your findings and ideas; did they reflect concern to change; etc.
Deliverables required
You are required to submit:
Task 1 A- your questionnaire with 10 questions (blank)
Task 1 B- At least ten copies of your questionnaire completed by ‘customers’
Task 2 – A short report (questionnaire feedback findings)
Task 3- A short report (customer service issues)
Task 4- PowerPoint presentation (12 slides), and presentation feedback form
Task 5 –Report on presentation audience feedback
The submission upload on My eCampus can only accept one file so if you have more than one file to submit, zip them together. See the instructions link in the Assessment Submission requirements PDF on the assessment page.
Please ensure you add your name and email address to all files you submit

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Examine the countries where your company does business according to where they rank on the Hofstede cultural dimensions

Portfolio Project Part 2

Please address the following 14 questions for Part 2:

  1. Examine the countries where your company does business according to where they rank on the Hofstede cultural dimensions.
  2. Think of some examples of how a U.S. manager would need to modify his or her behavior when communicating with associates from one or more of these foreign countries.
  3. Does your company operate in any countries that are considered very politically or economically risky?
  4. Does your company primarily operate in civil law or common law countries? What are some of the implications of this?
  5. Has your company purchased any insurance from the Development Finance Corporations (DFC)?
  6. What are some key intellectual property protections, if any, that your company possesses? When do these protections (e.g., patents) expire? How does your company intend to recoup lost revenues due to any patent or other intellectual property protection expirations?
  7. Find the Corruption Perceptions Index (CPI) score for two countries where your selected company does business, one country with a relatively high score and one country with a relatively low score. Search for news stories about corporate financial scandals in these two countries. Prepare a short summary of news stories about financial scandals in these countries. Briefly describe what you perceive are the risks of corruption, such as paying bribes, that your selected company might face in these countries.
  8. Determine your company’s mode of entry into foreign markets. This should be based upon a serious analysis of your company’s risk-return tradeoff. In your opinion, has your company taken the right approach?
  9. Does your company have an exit strategy? Recall that exit strategies are to be determined before entry into the foreign market, rather than after entry.
  10. Critically and objectively evaluate how ethical your company’s global operations are and determine if they are good corporate citizens (i.e., do they have a well thought-out corporate social responsibility program for the long term?).
  11. What is the corporate mission statement of your target company, assuming it has one? How well do the company’s actions adhere to its stated mission?
  12. With respect to its strategy formulation, would you categorize your company as a shareholder model or a stakeholder orientation? Why?
  13. Is the company a stateless corporation? If not, is the company on its way to becoming a stateless corporation?What type of organizational structure is the company currently using?
  14. Do you think the company may benefit from a hybrid or matrix structure? Why or why not?

You have the option of answering each question individually or in essay format, as will be required in your final report in Week 7.In your responses, make certain that you include references from search engines below or from scholarly sources from the APUS Online Library.

Your paper will be automatically submitted to Turnitin in the assignment dropbox. Originality reports will be returned to the faculty and student. Multiple submissions are allowed. For full credit, make sure that your Similarity Index does not exceed 20%

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  • Examine the countries where your company does business according to where they rank on the Hofstede cultural dimensions
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    Begin thinking of mobile device security in a business situation

    Topic

    Begin thinking of mobile device security in a business situation. Select a fictional or real corporate or university environment that requires mobile access. Use the Q & A Forum to ask questions and discuss your ideas about the project.

    Proposal

    Course Project Proposal (one to two pages, 35 points). Remember to properly cite any external sources used.

    The proposal should contain the following items.

    1. Cover page
    2. Subject of the Course Project
    3. Name of the company or organization
    4. Brief description of the company chosen
      • Value proposition of the company
      • Size of the workforce (students included if the company chosen is an academic institution) with respect to IT infrastructure needs
      • Overview of the different types of mobile networks available in the company
      • Overview of types of mobile devices and storage media used in the company
      • Identification of potential mobile security risks
    5. Audience to whom you are presenting the recommendation(s)
    6. References

    Technical Report (four to five pages, 65 points). Remember to properly cite any external sources used. The technical report should contain the following items.

    1. Cover page
    2. Introduction
    3. Intentional versus unintentional mobility scenarios in the company
    4. Protection of data
    • Physical protection mechanisms
    • Logical protection mechanisms
    • Protecting heterogeneous information
    • Protecting data in motion
    • Data protection models
    • Using a device-centric or data-centric model for the case study; which one is better?
    • Encryption
    • Types of encryption employed by the company’s IT department
    • Defense or countermeasures
    • Auditing
    • Deterrent controls
    • Preventive controls
    • Portable computer controls
    • Smartphones and PDAs
    • E-mail protection
    • Conclusion
    • References

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    An analysis of the role of marketing in the achievement of business objectives

    Marketing Principles and Practice

    Level 5 – 15 Credits

    Sample Assignment

    Scenario

    You are employed as a manager in a medium size business which is a limited company and has ambitions to expand. The Managing Director (MD) of the organisation is not a marketing professional and does not have a good understanding of the role of marketing in business. He knows from your CV that you have studied marketing principles and practice and he is keen to use your understanding and skills. At a meeting with the MD you are asked to complete the following tasks.

    Task 1

    Your first task is to help him understand the role of marketing in business. You need to explain to the MD what marketing is and the role it plays in the achievement of business objectives. You have decided to produce a file which addresses each of the topics listed below. You will present the file at your next meeting with the MD. In your file you will include:

    · an analysis of the role of marketing in the achievement of business objectives (AC1.1)

    · an analysis of the external factors influencing marketing in business (AC1.2)

    · an assessment of the role of marketing in not for profit organisations (AC1.3)

    Merit Task

    To achieve a Merit, you must add to your file an analysis of how a marketing strategy supports the sales function in businesses. (AC1M1)

    Task 2

    Following a successful meeting with the MD, who was delighted with the file and your analyses, you have been asked to prepare a presentation for the Board of Directors, so they understand the principles of marketing. This will show how marketing will equip the management of the business with more effective tools. The MD wishes to see the materials before they are used at the Board Meeting. He has also made it clear that, as the Board members are involved with other activities outside of the business and are busy, the presentation must include slides and an accompanying handout that they can read following the meeting. The presentation and handout must cover the following.

    · an analysis of the different elements of the marketing process (AC2.1)

    · an explanation of the methods of segmenting markets (AC2.2)

    · an analysis of the principles of digital marketing. (AC2.3)

    Merit Task

    To achieve a Merit, the presentation and handout must include an evaluation of the benefits of segmenting markets. (AC2M1)

    Distinction Task

    To achieve a Distinction, the presentation and handout must include an analysis of the challenges businesses face to market effectively. (AC2D1)

    Task 3

    Your work and the meeting which followed could not have gone better! The Managing Director has revised your job description and given you particular responsibility for marketing the business. He has allocated three employees to assist you. The employees are new to marketing, so you decide to produce a training pack for them to help them understand how they might apply different marketing methods. In the pack you should:

    · analyse different methods of researching a market (AC3.1)

    · evaluate the use of the different channels for digital marketing (AC3.2)

    Distinction Task

    To achieve a Distinction, the training pack must include a proposal for ways in which the current challenges for digital marketing could be overcome or mitigated. (AC3D1).

    Task 4

    The Board of Directors is delighted that marketing is now a key function in the business and there is a marketing expert of your calibre, who can advise them on how marketing could revolutionise the business! You have been asked to develop a marketing plan for a specific product or service. This plan must include the following sections:

    1. The proposed strategic objectives for the plan (AC4.1)

    2. A determination of target market/s for the selected product or service (AC4.2)

    3. A consideration of factors which will be relevant to the implementation of the plan. (AC4.3

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    Charles graduated from a prestigious business school and worked for a public accounting firm

    Please reply of at least 150 words on this discussion and support the assertions with at least two scholarly citations in current APA edition format which must have been published within the last five years.

    A. Can you justify what Charles did?

    I cannot justify what Charles did.  As an accountant we are held to a high standard as far as ethics.  Charles graduated from a prestigious business school and worked for a public accounting firm.  He knew what he was doing was wrong the first time he accomplished his mission to “find more sales” Ultimately, you can see that his ethical decisions are having a direct influence on the type of life he is likely to lead as his home life seems unstable.  I do see how he could feel pressure to commit fraud and keep his job.  External factors like family life and personal finances can sometimes cloud our judgement.

    B. What could Charles have done to avoid the ethical dilemma that he faced? Assume that the company president would have made it impossible for Charles to work in Atlanta in a comparable job.

    Charles should have used the IMA Code of Ethics discussion steps.  First, he should have discussed the conflict with the board.  Making them all aware of the behavior of the president.  Second, he should have clarified the dilemma with someone that was not involved in the situation.  Third, Charles should have talked to an attorney the first time he was asked to “find more revenue” If the president did make it impossible for Charles to work in Atlanta again then he should investigate something remote.  We live in a world where there is no reason to only look locally for employment.   If he was fired and had to take a job that paid less his child support and alimony payments can be reduced too.  There is no excuse for unethical behavior.

    C. What if the Securities and Exchange Commission discovered this fraud? Would Charles’s boss get in trouble? Would Charles?

    Due to the Sarbanes-Oxley Act of 2002 Charles had to sign the financial statements.  The CEO had too as well.  Because he has signed that these financials are correct and not fraudulent, he could face prison time.  In short, Yes Charles and his boss would get in trouble as they both signed the financials acknowledging that they believed them to be correct

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    Business network structure of an enterprise

    Research and critique the business network structure of an enterprise of your choice. You may use an actual enterprise, or a fictional enterprise you defined for your case studies in previous courses. Address the following topics:

    • Differentiation: The subdivision of individuals, groups, and organizations into specialized workgroups.
    • Integration: The links and relationships between the workgroups, the overall organization, and individuals in terms of:
      • Task-based relationships
      • Information-based relationships
      • Social relationships
    • Decision-making differentiation: The differentiation among business units based on products or services, business functions, and geographic markets.

    To complete the assignment, you need to post a Microsoft Word 300-word research report, to address the following:

    • Research the governance model used in your company.
    • Discuss different methods of governance and how they might benefit the company.
    • Review the level of collaboration among various business units, external suppliers, distributors, and customers.
    • Evaluate whether your company is meeting the requirements for participating in a collaborative community. If not, what changes or improvements would you recommend? 

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    Create a semiannual production plan for your new business idea, product, or service using notional demand and inventory data

    Create a semiannual production plan for your new business idea, product, or service using notional demand and inventory data. This initial production plan is based on your market estimates of what you intend to sell and produce. The final paper is managing the project to implement your intended new product/service into the marketplace, but you have to create a production plan that is supported by your market forecasts, and that is the purpose of this assignment.

     Prompt: The plan should replicate the techniques in the text and can be submitted in a basic tabular (spreadsheet) format. It must include the following: 

     Estimates of labor hours consumed 

     Estimated number of worker requirements considering a standard work week, current inventory levels, receipts of new inventory during each month, and varying demand levels for each month of production For service businesses that do not include inventory or raw goods for the assembly line, the inventory of the support materials/equipment or consumable materials can be used. Specifically, the following critical elements must be addressed: 

     Create a semiannual production plan using notional demand and inventory. 

     Estimate the labor hours consumed.

      Estimate the number of worker requirements considering a standard work week, current inventory levels, receipts of new inventory during each month, and varying demand levels for each month of production. 

    Rubric Guidelines for Submission: This short paper should adhere to the following formatting requirements: it is submitted as a Word document, 1 to 2 pages (not including title and reference pages), double-spaced, using 12-point Times New Roman font and one-inch margins. All APA citations should reference the course text and at least two additional resources.

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    Business Data Communications and Networking

    Business Data Communications and Networking

    Thirteenth Edition

    Jerry Fi tzGerald Jerry FitzGerald & Associates

    Alan Dennis Indiana University

    Alexandra Durcikova University of Oklahoma

    � �

    ACQUISITIONS EDITOR Darren Lalonde EDITORIAL MANAGER Gladys Soto CONTENT MANAGEMENT DIRECTOR Lisa Wojcik CONTENT MANAGER Nichole Urban SENIOR CONTENT SPECIALIST Nicole Repasky PRODUCTION EDITOR Padmapriya Soundararajan PHOTO RESEARCHER Billy Ray COVER PHOTO CREDIT © Wright Studio/Shutterstock

    This book was set in 10/12, Minion Pro by SPi Global and printed and bound by Strategic Content Imaging.

    Founded in 1807, John Wiley & Sons, Inc. has been a valued source of knowledge and understanding for more than 200 years, helping people around the world meet their needs and fulfill their aspirations. Our company is built on a foun- dation of principles that include responsibility to the communities we serve and where we live and work. In 2008, we launched a Corporate Citizenship Initiative, a global effort to address the environmental, social, economic, and ethical challenges we face in our business. Among the issues we are addressing are carbon impact, paper specifications and pro- curement, ethical conduct within our business and among our vendors, and community and charitable support. For more information, please visit our website: www.wiley.com/go/citizenship.

    Copyright © 2017, 2015, 2012, 2009, 2007 John Wiley & Sons, Inc. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923 (Web site: www.copyright.com). Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030-5774, (201) 748-6011, fax (201) 748-6008, or online at: www.wiley.com/go/permissions.

    Evaluation copies are provided to qualified academics and professionals for review purposes only, for use in their courses during the next academic year. These copies are licensed and may not be sold or transferred to a third party. Upon com- pletion of the review period, please return the evaluation copy to Wiley. Return instructions and a free of charge return shipping label are available at: www.wiley.com/go/returnlabel. If you have chosen to adopt this textbook for use in your course, please accept this book as your complimentary desk copy. Outside of the United States, please contact your local sales representative.

    ISBN: 978-1-119-36883-0 (PBK) ISBN: 978-1-119-36885-4 (EVALC)

    Library of Congress Cataloging in Publication Data: LCCN: 2017042819

    The inside back cover will contain printing identification and country of origin if omitted from this page. In addition, if the ISBN on the back cover differs from the ISBN on this page, the one on the back cover is correct.

    � �

    To my son Alec, Alan

    To all curious minds who want to know how today’s modern world works.

    Alexandra

    � �

    � �

    ABOUT THE AUTHORS

    Alan Dennis is a Fellow of the Association for Information Systems and a professor of information systems in the Kelley School of Business at Indiana University. He holds the John T. Chambers Chair in Internet Systems, which was established to honor John Chambers, president and chief executive officer of Cisco Systems, the worldwide leader of networking technologies for the Internet.

    Prior to joining Indiana University, Alan spent nine years as a professor at the University of Georgia, where he won the Richard B. Russell Award for Excellence in Undergraduate Teaching. He has a bachelor’s degree in computer science from Acadia University in Nova Scotia, Canada, and an MBA from Queen’s University in Ontario, Canada. His PhD in management of information systems is from the University of Arizona. Prior to entering the Arizona doctoral program, he spent three years on the faculty of the Queen’s School of Business.

    Alan has extensive experience in the development and application of groupware and Internet technologies and co-founded Courseload, an electronic textbook company whose goal is to improve learning and reduce the cost of textbooks. He has won many awards for theoretical and applied research and has published more than 150 business and research articles, including those in Management Science, MIS Quarterly, Information Systems Research, Academy of Management Journal, Organization Behavior and Human Decision Making, Journal of Applied Psychology, Communications of the ACM, and IEEE Transactions of Systems, Man, and Cybernetics. His first book was Getting Started with Microcomputers, published in 1986. Alan is also an author of two systems analysis and design books published by Wiley. He is the cochair of the Internet Tech- nologies Track of the Hawaii International Conference on System Sciences. He has served as a consultant to BellSouth, Boeing, IBM, Hughes Missile Systems, the U.S. Department of Defense, and the Australian Army.

    Alexandra Durcikova is an Assistant Professor at the Price College of Business, University of Oklahoma. Alexandra has a PhD in management information systems from the University of Pittsburgh. She has earned an MSc degree in solid state physics from Comenius University, Bratislava, worked as an experimental physics researcher in the area of superconductivity and as an instructor of executive MBA students prior to pursuing her PhD. Alexandra’s research interests include knowledge management and knowledge management systems, the role of organizational climate in the use of knowledge management systems, knowledge management system characteristics, governance mechanisms in the use of knowledge management systems, and human compliance with security policy and characteristics of successful phishing attempts within the area of network security. Her research appears in Information Systems Research, MIS Quarterly, Journal of Management Information Systems, Information Systems Journal, Journal of Organizational and End User Computing, International Journal of Human-Computer Studies, International Journal of Human-Computer Studies, and Communications of the ACM.

    Alexandra has been teaching business data communications to both undergraduate and grad- uate students for several years. In addition, she has been teaching classes on information technol- ogy strategy and most recently won the Dean’s Award for Undergraduate Teaching Excellence while teaching at the University of Arizona.

    Dr. Jerry FitzGerald wrote the early editions of this book in the 1980s. At the time, he was the principal in Jerry FitzGerald & Associates, a firm he started in 1977.

    v

    � �

    PREFACE

    The field of data communications has grown faster and become more important than computer processing itself. Though they go hand in hand, the ability to communicate and connect with other computers and mobile devices is what makes or breaks a business today. There are three trends that support this notion. First, the wireless LAN and Bring-Your-Own-Device (BYOD) allow us to stay connected not only with the workplace but also with family and friends. Second, computers and networks are becoming an essential part of not only computers but also devices we use for other purpose, such as home appliances. This Internet of things allows you to set the thermostat in your home from your mobile phone, can help you cook a dinner, or eventually can allow you to drive to work without ever touching the steering wheel. Lastly, we see that a lot of life is moving online. At first this started with games, but education, politics, and activism followed swiftly. Therefore, understanding how networks work; how they should be set up to support scalability, mobility, and security; and how to manage them is of utmost importance to any business. This need will call not only for engineers who deeply understand the technical aspects of networks but also for highly social individuals who embrace technology in creative ways to allow business to achieve a competitive edge through utilizing this technology. So the call is for you who are reading this book—you are at the right place at the right time!

    PURPOSE OF THIS BOOK Our goal is to combine the fundamental concepts of data communications and networking with practical applications. Although technologies and applications change rapidly, the fundamental concepts evolve much more slowly; they provide the foundation from which new technologies and applications can be understood, evaluated, and compared.

    This book has two intended audiences. First and foremost, it is a university textbook. Each chapter introduces, describes, and then summarizes fundamental concepts and applications. Man- agement Focus boxes highlight key issues and describe how networks are actually being used today. Technical Focus boxes highlight key technical issues and provide additional detail. Mini case studies at the end of each chapter provide the opportunity to apply these technical and man- agement concepts. Hands-on exercises help to reinforce the concepts introduced in the chapter. Moreover, the text is accompanied by a detailed Instructor’s Manual that provides additional back- ground information, teaching tips, and sources of material for student exercises, assignments, and exams. Finally, our Web page contains supplements to our book.

    Second, this book is intended for the professional who works in data communications and networking. The book has many detailed descriptions of the technical aspects of communica- tions from a business perspective. Moreover, managerial, technical, and sales personnel can use this book to gain a better understanding of fundamental concepts and trade-offs not presented in technical books or product summaries.

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    Preface vii

    WHAT’S NEW IN THIS EDITION The thirteenth edition maintains the three main themes of the twelfth edition, namely, (1) how networks work (Chapters 1–5); (2) network technologies (Chapters 6–10); and (3) network secu- rity and management (Chapters 11 and 12). In the new edition, we removed older technologies and replaced them with new ones. Accordingly, new hands-on activities and questions have been added at the end of each chapter that guide students in understanding how to select technolo- gies to build a network that would support an organization’s business needs. In addition to this overarching change, the thirteenth edition has three major changes from the twelfth edition:

    First, at the end of each chapter, we provide key implications for cyber security that arise from the topics discussed in the chapter. We draw implications that focus on improving the management of networks and information systems as well as implications for cyber security of an individual and an organization.

    The second major change is that in Chapter 5 we have revised the way we explain how TCP/IP works to make it clearer and more streamlined.

    Third, we have revised the security chapter (Chapter 11) to consider some of the newer threats and responses.

    LAB EXERCISES www.wiley.com/college/fitzgerald

    This edition includes an online lab manual with many hands-on exercises that can be used in a networking lab. These exercises include configuring servers and other additional practical topics.

    ONLINE SUPPLEMENTS FOR INSTRUCTORS www.wiley.com/college/fitzgerald

    Instructor’s supplements comprise an Instructor’s Manual that includes teaching tips, war stories, and answers to end-of-chapter questions; a Test Bank that includes true-false, multiple choice, short answer, and essay test questions for each chapter; and Lecture Slides in PowerPoint for classroom presentations. All are available on the instructor’s book companion site.

    E-BOOK Wiley E-Text: Powered by VitalSource offers students continuing access to materials for their course. Your students can access content on a mobile device, online from any Internet-connected computer, or by a computer via download. With dynamic features built into this e-text, students can search across content, highlight, and take notes that they can share with teachers and classmates. Readers will also have access to interactive images and embedded podcasts. Visit www.wiley.com/college/fitzgerald for more information.http://www.wiley.com/college/fitzgeraldhttp://www.wiley.com/college/fitzgerald

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    viii Preface

    ACKNOWLEDGMENTS Our thanks to the many people who helped in preparing this edition. Specifically, we want to thank the staff at John Wiley & Sons for their support.

    Alan Dennis Bloomington, Indiana

    www.kelley.indiana.edu/ardennis

    Alexandra Durcikova Norman, Oklahoma

    http://www.ou.edu/price/mis/people/alexandra_durcikova.html

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    CONTENTS

    About the Authors v Preface vi

    PART ONE INTRODUCTION 1 Chapter 1

    Introduction to Data Communications 1 1.1 Introduction 1 1.2 Data Communications Networks 4

    1.2.1 Components of a Network 4 1.2.2 Types of Networks 5

    1.3 Network Models 7 1.3.1 Open Systems Interconnection

    Reference Model 7 1.3.2 Internet Model 9 1.3.3 Message Transmission Using

    Layers 10 1.4 Network Standards 13

    1.4.1 The Importance of Standards 13 1.4.2 The Standards-Making Process 13 1.4.3 Common Standards 15

    1.5 Future Trends 16 1.5.1 Wireless LAN and BYOD 16 1.5.2 The Internet of Things 17 1.5.3 Massively Online 17

    1.6 Implications for Cyber Security 18

    PART TWO FUNDAMENTAL CONCEPTS 25 Chapter 2

    Application Layer 25 2.1 Introduction 25 2.2 Application Architectures 26

    2.2.1 Host-Based Architectures 27 2.2.2 Client-Based Architectures 28 2.2.3 Client-Server Architectures 28 2.2.4 Cloud Computing Architectures 31 2.2.5 Peer-to-Peer Architectures 33 2.2.6 Choosing Architectures 34

    2.3 World Wide Web 35 2.3.1 How the Web Works 35 2.3.2 Inside an HTTP Request 36 2.3.3 Inside an HTTP Response 37

    2.4 Electronic Mail 39 2.4.1 How Email Works 39 2.4.2 Inside an SMTP Packet 42 2.4.3 Attachments in Multipurpose Internet

    Mail Extension 43 2.5 Other Applications 43

    2.5.1 Telnet 44 2.5.2 Instant Messaging 45 2.5.3 Videoconferencing 45

    2.6 Implications for Cyber Security 47

    Chapter 3

    Physical Layer 57 3.1 Introduction 57 3.2 Circuits 59

    3.2.1 Circuit Configuration 59 3.2.2 Data Flow 60 3.2.3 Multiplexing 60

    3.3 Communication Media 63 3.3.1 Twisted Pair Cable 63 3.3.2 Coaxial Cable 64 3.3.3 Fiber-Optic Cable 64 3.3.4 Radio 65 3.3.5 Microwave 66 3.3.6 Satellite 66 3.3.7 Media Selection 68

    3.4 Digital Transmission of Digital Data 69 3.4.1 Coding 69 3.4.2 Transmission Modes 69

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    x Contents

    3.4.3 Digital Transmission 71 3.4.4 How Ethernet Transmits Data 72

    3.5 Analog Transmission of Digital Data 73 3.5.1 Modulation 73 3.5.2 Capacity of a Circuit 76 3.5.3 How Modems Transmit Data 76

    3.6 Digital Transmission of Analog Data 77 3.6.1 Translating from Analog to Digital 77 3.6.2 How Telephones Transmit Voice

    Data 77 3.6.3 How Instant Messenger Transmits

    Voice Data 79 3.6.4 Voice over Internet Protocol

    (VoIP) 80 3.7 Implications for Cyber Security 80

    Chapter 4

    Data Link Layer 88 4.1 Introduction 88 4.2 Media Access Control 89

    4.2.1 Contention 89 4.2.2 Controlled Access 89 4.2.3 Relative Performance 90

    4.3 Error Control 91 4.3.1 Sources of Errors 91 4.3.2 Error Prevention 93 4.3.3 Error Detection 94 4.3.4 Error Correction via

    Retransmission 95 4.3.5 Forward Error Correction 95 4.3.6 Error Control in Practice 97

    4.4 Data Link Protocols 97 4.4.1 Asynchronous Transmission 97 4.4.2 Synchronous Transmission 98

    4.5 Transmission Efficiency 101 4.6 Implications for Cyber Security 103

    Chapter 5

    NETWORK AND TRANSPORT LAYERS 110 5.1 Introduction 110 5.2 Transport and Network Layer Protocols 112

    5.2.1 Transmission Control Protocol (TCP) 112

    5.2.2 Internet Protocol (IP) 113

    5.3 Transport Layer Functions 114 5.3.1 Linking to the Application Layer 114 5.3.2 Segmenting 115 5.3.3 Session Management 116

    5.4 Addressing 119 5.4.1 Assigning Addresses 120 5.4.2 Address Resolution 125

    5.5 Routing 127 5.5.1 Types of Routing 128 5.5.2 Routing Protocols 130 5.5.3 Multicasting 132 5.5.4 The Anatomy of a Router 133

    5.6 TCP/IP Example 134 5.6.1 Known Addresses 136 5.6.2 Unknown Addresses 137 5.6.3 TCP Connections 138 5.6.4 TCP/IP and Network Layers 139

    5.7 Implications for Cyber Security 141

    PART THREE NETWORK TECHNOLOGIES 159 Chapter 6

    Network Design 159 6.1 Introduction 159

    6.1.1 Network Architecture Components 159

    6.1.2 The Traditional Network Design Process 161

    6.1.3 The Building-Block Network Design Process 162

    6.2 Needs Analysis 164 6.2.1 Network Architecture

    Component 165 6.2.2 Application Systems 166 6.2.3 Network Users 166 6.2.4 Categorizing Network Needs 166 6.2.5 Deliverables 167

    6.3 Technology Design 168 6.3.1 Designing Clients and Servers 168 6.3.2 Designing Circuits 168 6.3.3 Network Design Tools 170 6.3.4 Deliverables 171

    6.4 Cost Assessment 171 6.4.1 Request for Proposal 171

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    Contents xi

    6.4.2 Selling the Proposal to Management 173

    6.4.3 Deliverables 173 6.5 Implications for Cyber Security 173

    Chapter 7

    Wired and Wireless Local Area Networks 177 7.1 Introduction 177 7.2 LAN Components 178

    7.2.1 Network Interface Cards 179 7.2.2 Network Circuits 179 7.2.3 Network Hubs, Switches, and Access

    Points 180 7.2.4 Network Operating Systems 183

    7.3 Wired Ethernet 184 7.3.1 Topology 184 7.3.2 Media Access Control 187 7.3.3 Types of Ethernet 188

    7.4 Wireless Ethernet 189 7.4.1 Topology 189 7.4.2 Media Access Control 189 7.4.3 Wireless Ethernet Frame Layout 190 7.4.4 Types of Wireless Ethernet 191 7.4.5 Security 192

    7.5 The Best Practice LAN Design 193 7.5.1 Designing User Access with Wired

    Ethernet 194 7.5.2 Designing User Access with Wireless

    Ethernet 195 7.5.3 Designing the Data Center 197 7.5.4 Designing the e-Commerce Edge 199 7.5.5 Designing the SOHO

    Environment 200 7.6 Improving LAN Performance 202

    7.6.1 Improving Server Performance 203 7.6.2 Improving Circuit Capacity 204 7.6.3 Reducing Network Demand 204

    7.7 Implications for Cyber Security 205

    Chapter 8

    Backbone Networks 214 8.1 Introduction 214 8.2 Switched Backbones 215 8.3 Routed Backbones 218

    8.4 Virtual LANs 221 8.4.1 Benefits of VLANs 221 8.4.2 How VLANs Work 223

    8.5 The Best Practice Backbone Design 226 8.6 Improving Backbone Performance 227

    8.6.1 Improving Device Performance 227 8.6.2 Improving Circuit Capacity 228 8.6.3 Reducing Network Demand 228

    8.7 Implications for Cyber Security 228

    Chapter 9

    Wide Area Networks 237 9.1 Introduction 237 9.2 Dedicated-Circuit Networks 238

    9.2.1 Basic Architecture 238 9.2.2 T-Carrier Services 241 9.2.3 SONET Services 243

    9.3 Packet-Switched Networks 243 9.3.1 Basic Architecture 243 9.3.2 Frame Relay Services 245 9.3.3 IP Services 246 9.3.4 Ethernet Services 246

    9.4 Virtual Private Networks 247 9.4.1 Basic Architecture 247 9.4.2 VPN Types 248 9.4.3 How VPNs Work 248

    9.5 The Best Practice WAN Design 251 9.6 Improving WAN Performance 252

    9.6.1 Improving Device Performance 252 9.6.2 Improving Circuit Capacity 253 9.6.3 Reducing Network Demand 253

    9.7 Implications for Cyber Security 254

    Chapter 10

    The Internet 265 10.1 Introduction 265 10.2 How the Internet Works 266

    10.2.1 Basic Architecture 266 10.2.2 Connecting to an ISP 268 10.2.3 The Internet Today 269

    10.3 Internet Access Technologies 270 10.3.1 Digital Subscriber Line 270 10.3.2 Cable Modem 271 10.3.3 Fiber to the Home 273 10.3.4 WiMax 274

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    xii Contents

    10.4 The Future of the Internet 274 10.4.1 Internet Governance 274 10.4.2 Building the Future 276

    10.5 Implications for Cyber Security 277

    PART FOUR NETWORK MANAGEMENT 284 Chapter 11

    Network Security 284 11.1 Introduction 284

    11.1.1 Why Networks Need Security 286 11.1.2 Types of Security Threats 286 11.1.3 Network Controls 287

    11.2 Risk Assessment 288 11.2.1 Develop Risk Measurement

    Criteria 289 11.2.2 Inventory IT Assets 290 11.2.3 Identify Threats 291 11.2.4 Document Existing Controls 293 11.2.5 Identify Improvements 296

    11.3 Ensuring Business Continuity 296 11.3.1 Virus Protection 296 11.3.2 Denial-of-Service Protection 297 11.3.3 Theft Protection 300 11.3.4 Device Failure Protection 301 11.3.5 Disaster Protection 302

    11.4 Intrusion Prevention 305 11.4.1 Security Policy 306 11.4.2 Perimeter Security and Firewalls 306 11.4.3 Server and Client Protection 312 11.4.4 Encryption 315 11.4.5 User Authentication 321 11.4.6 Preventing Social Engineering 324

    11.4.7 Intrusion Prevention Systems 325 11.4.8 Intrusion Recovery 327

    11.5 Best Practice Recommendations 328 11.6 Implications for Your Cyber Security 330

    Chapter 12

    Network Management 340 12.1 Introduction 340 12.2 Designing for Network Performance 341

    12.2.1 Managed Networks 341 12.2.2 Managing Network Traffic 345 12.2.3 Reducing Network Traffic 346

    12.3 Configuration Management 349 12.3.1 Configuring the Network and Client

    Computers 349 12.3.2 Documenting the Configuration

    350 12.4 Performance and Fault Management 351

    12.4.1 Network Monitoring 351 12.4.2 Failure Control Function 353 12.4.3 Performance and Failure

    Statistics 355 12.4.4 Improving Performance 358

    12.5 End User Support 358 12.5.1 Resolving Problems 358 12.5.2 Providing End User Training 360

    12.6 Cost Management 360 12.6.1 Sources of Costs 360 12.6.2 Reducing Costs 363

    12.7 Implications for Cyber Security 364

    Appendices (Online) Glossary (Online) Index 373

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    PART ONE INTRODUCTION

    C H A P T E R 1

    INTRODUCTION TO DATA COMMUNICATIONS

    This chapter introduces the basic concepts of data communications. It describes why it is impor- tant to study data communications and introduces you to the three fundamental questions that this book answers. Next, it discusses the basic types and components of a data communications network. Also, it examines the importance of a network model based on layers. Finally, it describes the three key trends in the future of networking.

    OBJECTIVES ◾ Be aware of the three fundamental questions this book answers ◾ Be aware of the applications of data communications networks ◾ Be familiar with the major components of and types of networks ◾ Understand the role of network layers ◾ Be familiar with the role of network standards ◾ Be aware of cyber security issues ◾ Be aware of three key trends in communications and networking

    OUTLINE 1.1 Introduction 1.2 Data Communications Networks

    1.2.1 Components of a Network 1.2.2 Types of Networks

    1.3 Network Models 1.3.1 Open Systems Interconnection

    Reference Model 1.3.2 Internet Model 1.3.3 Message Transmission Using Layers

    1.4 Network Standards

    1.4.1 The Importance of Standards 1.4.2 The Standards-Making Process 1.4.3 Common Standards

    1.5 Future Trends 1.5.1 Wireless LAN and BYOD 1.5.2 The Internet of Things 1.5.3 Massively Online

    1.6 Implications for Cyber Security Summary

    1.1 INTRODUCTION What Internet connection should you use? Cable modem or DSL (formally called Digital Sub- scriber Line)? Cable modems are supposedly faster than DSL, providing data speeds of 50 Mbps to DSL’s 1.5–25 Mbps (million bits per second). One cable company used a tortoise to represent DSL in advertisements. So which is faster? We’ll give you a hint. Which won the race in the fable, the tortoise or the hare? By the time you finish this book, you’ll understand which is faster and why, as well as why choosing the right company as your Internet service provider (ISP) is probably more important than choosing the right technology.

    Over the past decade or so, it has become clear that the world has changed forever. We con- tinue to forge our way through the Information Age—the second Industrial Revolution, according

    1

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    2 Chapter 1 Introduction to Data Communications

    to John Chambers, CEO (chief executive officer) of Cisco Systems, Inc., one of the world’s leading networking technology companies. The first Industrial Revolution revolutionized the way people worked by introducing machines and new organizational forms. New companies and industries emerged, and old ones died off.

    The second Industrial Revolution is revolutionizing the way people work through network- ing and data communications. The value of a high-speed data communications network is that it brings people together in a way never before possible. In the 1800s, it took several weeks for a message to reach North America by ship from England. By the 1900s, it could be transmitted within an hour. Today, it can be transmitted in seconds. Collapsing the information lag to Internet speeds means that people can communicate and access information anywhere in the world regard- less of their physical location. In fact, today’s problem is that we cannot handle the quantities of information we receive.

    Data communications and networking is a truly global area of study, both because the technology enables global communication and because new technologies and applications often emerge from a variety of countries and spread rapidly around the world. The World Wide Web, for example, was born in a Swiss research lab, was nurtured through its first years primarily by European universities, and exploded into mainstream popular culture because of a development at an American research lab.

    One of the problems in studying a global phenomenon lies in explaining the different polit- ical and regulatory issues that have evolved and currently exist in different parts of the world. Rather than attempt to explain the different paths taken by different countries, we have chosen simplicity instead. Historically, the majority of readers of previous editions of this book have come from North America. Therefore, although we retain a global focus on technology and its business implications, we focus mostly on North America.

    This book answers three fundamental questions. First, how does the Internet work? When you access a website using your computer, laptop,

    iPad, or smartphone, what happens so that the page opens in your Web browser? This is the focus in Chapters 1–5. The short answer is that the software on your computer (or any device) creates a message composed in different software languages (HTTP, TCP/IP, and Ethernet are common) that requests the page you clicked. This message is then broken up into a series of smaller parts that we call packets. Each packet is transmitted to the nearest router, which is a special-purpose computer whose primary job is to find the best route for these packets to their final destination. The packets move from router to router over the Internet until they reach the Web server, which puts the packets back together into the same message that your computer created. The Web server reads your request and then sends the page back to you in the same way—by composing a message using HTTP, TCP/IP, and Ethernet and then sending it as a series of smaller packets back through the Internet that the software on your computer puts together into the page you requested. You might have heard a news story that the U.S. or Chinese government can read your email or see what websites you’re visiting. A more shocking truth is that the person sitting next you at a coffee shop might be doing exactly the same thing—reading all the packets that come from or go to your laptop. How is this possible, you ask? After finishing Chapter 5, you will know exactly how this is possible.

    Second, how do I design a network? This is the focus of Chapters 6–10. We often think about networks in four layers. The first layer is the Local Area Network, or the LAN (either wired or wireless), which enables users like you and me to access the network. The second is the backbone network that connects the different LANs within a building. The third is the core network that connects different buildings on a company’s campus. The final layer is connections we have to the other campuses within the organization and to the Internet. Each of these layers has slightly different concerns, so the way we design networks for them and the technologies we use are

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    Introduction 3

    slightly different. Although this describes the standard for building corporate networks, you will have a much better understanding of how your wireless router at home works. Perhaps more importantly, you’ll learn why buying the newest and fastest wireless router for your house or apart- ment is probably not a good way to spend your money.

    Finally, how do I manage my network to make sure it is secure, provides good performance, and doesn’t cost too much? This is the focus of Chapters 11 and 12. Would it surprise you to learn that most companies spend between $1,500 and $3,500 per computer per year on network man- agement and security? Yup, we spend way more on network management and security each year than we spend to buy the computer in the first place. And that’s for well-run networks; poorly run networks cost a lot more. Many people think network security …

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