pt. I. Set the direction. ch. 1. Introduction ; ch. 2. Develop the business process plan and strategy ; ch. 3. Defining the new process, benefits, and requirements ; ch. 4. Assess outsourcing -- pt. II. Software development. ch. 5. Define requirements and do prototyping ; ch. 6. Perform system development and integration ; ch. 7. Conversion, procedures, and training ; ch. 8. Perform maintenance, enhancement, and production support -- pt. III. Software packages. ch. 9. Carry out evaluation and selection ; ch. 10. Conduct negotiations and define the implementation plan ; ch. 11. Implement the package -- pt. IV. Knowledge management. ch. 12. Identify oppportunities and develop your strategy ; ch. 13. Analyze knowledge management technologies and services ; ch. 14. Implement knowledge management -- pt. V. Electronic commerce and implementation issues. ch. 15. Implementing electronic commerce ; ch. 16. Overcome implementation issues -- Index.