Case Study Personalized (5 points each) Personalized will personalize all kinds of items in its Florida factory. Items are sold world-wide. The company is an industry leader, but sales have leveled off. Some managers believe that IT issues are the problem.

Background Last year, Personalized rushed to implement a new Web-based system to boost sales. Unfortunately, the online system was not tested thoroughly and experienced start-up problems. For example, customers complained about order mix-ups and overcharges for deliveries. You have been asked to investigate the problems.

Tasks 1. Based on what you know about e-commerce, how would you have tested a new Web-based system?

2. Should ISO standards have been considered? Explain your answer.

3. What should Personalized do in the future to avoid similar problems when developing new systems?

4. Three months after the system changeover, you perform a post-implementation evaluation. Prepare three evaluation forms for the new information system: one for users, one for managers, and one for the IT operations staff.