Ch
ap
ter 1
IT S
up
po
rts Org
an
izatio
na
l Pe
rform
an
ce
in T
urb
ule
nt B
usin
ess E
nv
iron
me
nts
Info
rma
tion
Tech
no
log
y fo
r Ma
na
ge
me
nt
Imp
rov
ing
Pe
rform
an
ce in
the
Dig
ital E
con
om
y
Turban and Volonino
7th
ed
ition
Joh
n W
iley
& S
on
s, Inc.
Slid
es co
ntrib
ute
d b
y D
r. Sa
nd
ra R
eid
Ch
air, G
rad
ua
te S
cho
ol o
f Bu
sine
ss & P
rofe
ssor, Te
chn
olo
gy
Da
llas B
ap
tist Un
ive
rsity
Turban and Volonino
1-1
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
Ch
ap
ter O
utlin
e
•1
.1 D
oin
g B
usin
ess in
the
Dig
ital E
con
om
y
•1
.2 In
form
atio
n Syste
ms a
nd
Info
rma
tion
Tech
no
log
y
(IT)
•1
.3 B
usin
ess P
erfo
rma
nce
Ma
na
ge
me
nt, B
usin
ess
•1
.3 B
usin
ess P
erfo
rma
nce
Ma
na
ge
me
nt, B
usin
ess
Pre
ssure
s, Org
an
izatio
n R
esp
on
ses, a
nd
IT S
up
po
rt
•1
.4 S
trate
gy fo
r Co
mp
etitive
Ad
van
tag
e a
nd
IT
Su
pp
ort
•1
.5 S
ocia
l Co
mp
utin
g a
nd
Ne
two
rkin
g
1-2
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
Ch
ap
ter O
utlin
e co
nt’d
•1
.6 W
hy
Sh
ou
ld Yo
u Le
arn
Ab
ou
t Info
rma
tion
Tech
no
log
y?
•1
.7 P
lan
of th
e B
oo
k
•1
.8 M
an
ag
eria
l Issue
s•
1.8
Ma
na
ge
rial Issu
es
1-3
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
Lea
rnin
g O
bje
ctive
s
1.
De
scribe
cha
racte
ristics of th
e d
igita
l eco
no
my
an
d
dig
ital e
nte
rprise
s.
2.
De
fine
info
rma
tion
system
s, com
pu
ter-b
ase
d
info
rma
tion
system
s an
d in
form
atio
n te
chn
olo
gy.
3.
Exp
lain
the
rela
tion
ship
s be
twe
en
pe
rform
an
ce,
3.
Exp
lain
the
rela
tion
ship
s be
twe
en
pe
rform
an
ce,
en
viro
nm
en
tal p
ressu
res, o
rga
niza
tion
al re
spo
nse
s, an
d
info
rma
tion
tech
no
log
y.
4.
Ide
ntify
ma
jor p
ressu
res in
the
bu
sine
ss en
viro
nm
en
t a
nd
de
scribe
ma
jor o
rga
niza
tion
al re
spo
nse
s to th
em
.
5.
De
scribe
ad
ap
tive e
nte
rprise
s an
d w
hy
the
y a
re IT
-d
ep
en
de
nt.
1-4
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
Lea
rnin
g O
bje
ctive
s con
t’d
6. E
xpla
in th
e fu
nctio
n a
nd
imp
acts o
f socia
l
com
pu
ting
an
d so
cial-n
etw
ork
ing
.
7. U
nd
ersta
nd
the
imp
orta
nce
of le
arn
ing
ab
ou
t
info
rma
tion
tech
no
log
y.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-5
Fig
ure
IT 7
eU
Th
e B
usin
ess P
erfo
rma
nce
Ma
na
ge
me
nt C
ycle
an
d IT
Mo
de
l
1-6
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
•T
he
Pro
ble
m:
Incre
asin
gly
com
pe
titive g
lob
al
ma
rketp
lace
for th
e a
uto
mo
tive in
du
stry.
Toyo
ta w
ith in
trod
uctio
n o
f Scio
n g
oe
s dire
ctly
up
ag
ain
st Ge
ne
ral M
oto
rs an
d th
e M
alib
u fo
r
the
po
sition
of #
1 ca
r ma
nu
factu
rer.
the
po
sition
of #
1 ca
r ma
nu
factu
rer.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-7
GM
Vs.
Ge
n Y
targ
et m
ark
et
Wid
e ta
rge
t
ma
rke
t
Toy
ota
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
•To
yota
kn
ow
n fo
r its ma
nu
factu
ring
inn
ova
tion
s.
•A
gg
ressive
we
b-p
rese
nce
strate
gy.
•G
en
era
tion
Y p
op
ula
tion
, tho
se b
orn
19
80
-•
Ge
ne
ratio
n Y
po
pu
latio
n, th
ose
bo
rn 1
98
0-
19
94
, exp
ecte
d to
be
a b
igg
er co
nsu
me
r ba
se
tha
n th
e B
ab
y B
oo
me
rs an
d th
e ta
rge
t ma
rket
of th
e S
cion
.
•P
BS
Do
cum
en
tary
Loo
ks a
t 'Ge
ne
ratio
n N
ex
t‘
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-8
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
•T
he
So
lutio
n:
Se
gm
en
ted
ad
vertisin
g m
ajo
r m
ed
ia-b
ase
d stra
teg
y.
Se
arch
en
gin
e m
ark
etin
gp
rod
ucts –
see
de
mo
e
xam
ple
by
clickin
g th
is ima
ge
: e
xam
ple
by
clickin
g th
is ima
ge
:
•To
yota
use
s Scio
n C
am
pa
ign
Ha
s Pe
rson
ality
-D
rive
n A
ds
to re
ach
futu
re cu
stom
ers a
t a ve
ry
you
ng
ag
e a
ccord
ing
to
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-9
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
•In
Au
gu
st 20
07
, Scio
n la
un
che
d C
lub
Scio
nto
crea
te a
virtu
al re
ality
wo
rld site
of d
an
ce flo
ors,
mu
sic, & h
ot tu
bs fo
r en
thu
siasts.
•A
dd
ition
al v
irtua
l wo
rld p
rese
nce
by
Scio
n to
•
Ad
ditio
na
l virtu
al w
orld
pre
sen
ce b
y S
cion
to
attra
ct the
ma
turin
g G
en
Y co
nsu
me
r inclu
din
g:
-S
eco
nd
life.co
m
-W
hy
ville
.com
-G
aia
.com
-T
he
re.co
m
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-10
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
•To
yota
Use
s Ch
at to
Pro
mo
te S
cion
–sm
art
strate
gy
to ta
p in
to th
e so
cial n
etw
orks o
f 18
to 2
4 ye
ar o
ld a
ud
ien
ce.
•V
ario
us p
rov
ide
rs of live
cha
t softw
are
exist
•V
ario
us p
rov
ide
rs of live
cha
t softw
are
exist
such
as:
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-11
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-12
For th
e 2
00
8 x
B S
UV
, Scio
n cre
ate
d a
spe
cial W
eb
site,
wa
nt2
bsq
ua
re.co
m
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
•To
yota
targ
ets ch
ildre
n a
s a m
ea
ns to
in
flue
nce
the
ir pa
ren
ts.
•S
cion
is crea
ting
its ow
n b
roa
db
an
d ch
an
ne
l as
a w
ay
to m
ove
from
pu
sh to
pu
ll ma
rketin
g
a w
ay
to m
ove
from
pu
sh to
pu
ll ma
rketin
g
wh
ere
the
custo
me
r de
cide
s wh
at m
ate
rials to
v
iew
an
d w
he
n.
•To
yota
crea
ted
its ow
n so
cial n
etw
ork
calle
d
Scio
n S
pe
ak
wh
ere
Scio
n’s e
nth
usia
sts can
so
cialize
, com
mu
nica
te a
nd
pla
y.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-13
Toy
ota
Scio
n’s In
no
va
tive
Ad
ve
rtising
Stra
teg
ies
(con
tinu
ed
)
•T
he
Re
sults:
Scio
n h
as 8
0%
bra
nd
reco
gn
ition
acco
rdin
g to
Ma
rketin
g V
ox N
ew
s (20
07
).
-A
ma
zing
jum
p to
#1
ran
kin
g d
ue
to
inte
ractive
an
d co
mm
un
ity-o
rien
ted
na
ture
of
inte
ractive
an
d co
mm
un
ity-o
rien
ted
na
ture
of
the
Scio
n o
nlin
e e
xpe
rien
ces.
-S
cion
we
bsite
is hig
hly
pe
rson
alize
d w
ith
sop
histica
ted
custo
miza
tion
too
ls with
offlin
e
info
rma
tion
inte
gra
tion
.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-14
1.1
Do
ing
Bu
sine
ss in th
e D
igita
l Eco
no
my
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-15
Wh
at is th
e D
igita
l Eco
no
my
?
•In
form
atio
n &
en
terta
inm
en
t pro
du
cts tha
t are
dig
itized
.
•Sy
mb
ols, to
ken
s & co
nce
pts.
•P
roce
sses &
serv
ices.
•P
roce
sses &
serv
ices.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-16
Click
on
the
Wik
ipe
dia
ima
ge
for a
n
ex
pa
nd
ed
de
scriptio
n &
de
finitio
n o
f
the
Dig
ital E
con
om
y.
Tab
le 1
.1
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-17
Ele
ctron
ic Co
mm
erce
•S
iem
en
s AG
esta
blish
ed
existin
g o
ld co
mp
an
y
into
tran
sform
ed
dig
ital e
nte
rprise
an
d is
exce
llen
t exa
mp
le o
f ele
ctron
ic com
me
rce.
Click
ima
ge
for h
om
ep
ag
e &
mo
re a
bo
ut
cha
ng
es a
t Sie
me
ns A
G.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-18
Ne
two
rke
d C
om
pu
ting
–D
igita
l Org
an
izatio
n
Infra
structu
re
•E
na
ble
s com
pu
ters to
con
ne
ct to o
the
r
com
pu
ters &
oth
er e
lectro
nic d
ev
ices v
ia
tele
com
mu
nica
tion
ne
two
rks.
•C
on
ne
ction
s give
use
rs acce
ss to re
mo
te
•C
on
ne
ction
s give
use
rs acce
ss to re
mo
te
info
rma
tion
.
•U
sers m
ay
be
con
ne
cted
via
wire
less n
etw
ork
s to
pu
blic n
etw
ork
-Inte
rne
t (valu
e-a
dd
ed
ne
two
rks
(VA
N)); In
tran
ets (w
ithin
org
an
izatio
ns o
nly
); &
con
ne
ction
s to b
usin
ess p
artn
ers (E
xtran
ets).
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-19
Fig
ure
1.1
Dig
ital n
etw
ork
ed
en
terp
rise.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-20
Bu
yin
g o
r Re
ntin
g a
Mo
vie
On
line
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-21
Scre
en
sho
t 1U
.1 N
etflix
Ne
w E
con
om
y
Ne
tflix
Blo
ckb
uste
r
Mo
vie
s.ya
ho
o.co
mM
ov
ies.y
ah
oo
.comCo
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-22
Wh
ich is b
ette
r?
Fig
ure
1.2
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-23
Ho
w cu
stom
izatio
n is d
on
e o
nlin
e: N
ike
sho
es.
1.2
Info
rma
tion
Syste
ms a
nd
Info
rma
tion
Tech
no
log
y
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-24
Info
rma
tion
Tech
no
log
y
Fig
ure
1.3
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-25
A sch
em
atic v
iew
of a
n in
form
atio
n sy
stem
.
Fig
ure
1.4
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-26
Th
e b
asic co
mp
on
en
ts of in
form
atio
n sy
stem
s.
Tab
le 1
.2
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-27
1.3
Bu
sine
ss Pe
rform
an
ce M
an
ag
em
en
t,
Bu
sine
ss Pre
ssure
s, Org
an
izatio
na
l Re
spo
nse
s,
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-28
Bu
sine
ss Pre
ssure
s, Org
an
izatio
na
l Re
spo
nse
s,
an
d IT
Su
pp
ort
Fig
ure
1.5
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-29
Bu
sine
ss pe
rform
an
ce m
an
ag
em
en
t cycle
an
d IT.
Fig
ure
1.6
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-30
Bu
sine
ss pre
ssure
s, org
an
izatio
na
l pe
rform
an
ce a
nd
resp
on
ses, a
nd
IT su
pp
ort.
Gre
en
IT
Pu
shin
g G
ree
n Te
chn
olo
gy
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-31
Co
mp
an
ies G
oin
g G
ree
n –
It’s Go
od
Bu
sine
ss
60
Min
ute
s (cbs
ne
ws m
ag
azin
e) co
rresp
on
de
nt S
cott P
elle
y a
nd
crew
go
t rou
gh
ed
up
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-32
http
://ww
w.cb
sne
ws.co
m/sto
ries/2
00
8/1
1/0
6/6
0m
inu
tes/m
ain
45
79
22
9.sh
tml
60
Min
ute
s (cbs
ne
ws m
ag
azin
e) co
rresp
on
de
nt S
cott P
elle
y a
nd
crew
go
t rou
gh
ed
up
at a
Ch
ine
se d
um
p w
hile
wo
rkin
g o
n a
story
on
toxic e
lectro
nic w
aste
. Click
the
follo
win
g lin
k &
rea
d/w
atch
the
story, F
ollo
win
g T
he
Tra
il Of To
xic E
-Wa
ste :
An
E-W
aste
Sto
ry T
ha
t'll Ma
ke
Yo
u W
an
t To Q
uit Te
ch
Tab
le 1
.3
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-33
Eth
ics & IT
•G
ov
ern
an
ce G
au
ge
: Ha
il To T
he
Co
mp
lian
ce C
hie
fs
Inte
llige
nt E
nte
rprise
, Ma
rch 0
1, 2
00
5
•S
OX
SU
IT: H
old
ing
Fe
et To
Th
e F
ire
Inte
llige
nt E
nte
rprise
, Jan
ua
ry 0
1, 2
00
5
•La
wsu
it Sp
otlig
hts Lo
ya
lty A
s We
ll As E
thics
Inte
llige
nt E
nte
rprise
, Ma
rch 2
7, 2
00
7
•A
Brie
f Histo
ry O
f Vira
l Tim
e
Inte
llige
nt E
nte
rprise
, July
05
, 20
06
We
b-b
ase
d S
erv
ice A
ims to
Brid
ge
Ga
p B
etw
ee
n K
no
wle
dg
e S
ha
ring
an
d C
op
yrig
ht C
om
plia
nce
•
We
b-b
ase
d S
erv
ice A
ims to
Brid
ge
Ga
p B
etw
ee
n K
no
wle
dg
e S
ha
ring
an
d C
op
yrig
ht C
om
plia
nce
Inte
llige
nt E
nte
rprise
, Jun
e 0
8, 2
00
6
•D
atin
g S
erv
ice B
ea
ts Po
or M
etrics T
ren
d W
ith P
riva
cy To
ols
Inte
llige
nt E
nte
rprise
, Feb
rua
ry 1
3, 2
00
6
•T
he
Sh
ift to H
olistic C
om
plia
nce
Inte
llige
nt E
nte
rprise
, Jun
e 2
8, 2
00
5
•M
an
ag
ing
Ince
ntiv
es a
nd
Re
wa
rds fo
r Fin
an
cial C
om
plia
nce
Inte
llige
nt E
nte
rprise
, Ma
y 2
3, 2
00
5
•R
ev
iew
: An
Affo
rda
ble
Esca
pe
Fro
m S
pre
ad
she
et H
ell
Inte
llige
nt E
nte
rprise
, Ma
y 0
1, 2
00
5
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-34
1.4
Stra
teg
y fo
r Co
mp
etitiv
e A
dv
an
tag
e
an
d IT
Su
pp
ort
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-35
an
d IT
Su
pp
ort
Fig
ure
1.7
Po
rter’s co
mp
etitiv
e fo
rces m
od
el.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-36
Po
rter’s F
ive
Co
mp
etitiv
e F
orce
s
tha
t Sh
ap
e S
trate
gy
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-37
Tab
le 1
.4
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-38
Fig
ure
1.8
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-39
Th
e firm
’s va
lue
cha
in. T
he
arro
ws illu
strate
the
flow
of
go
od
s & se
rvice
s (the
inte
rna
l pa
rt of th
e su
pp
ly ch
ain
).
(So
urce
: Dra
wn
by
E. T
urb
an
)
IT P
rov
ide
s Stra
teg
ic Ad
va
nta
ge
•T
he
Va
lue
of B
usin
ess In
tellig
en
ce
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-40
Exa
mp
le o
f Re
al-tim
e IT
Su
pp
ort
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-41
So
me
Su
ccessfu
l First M
ov
ers
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
1-4
2
First M
ov
er A
dv
an
tag
e Lo
sses
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-43
Info
rma
tion
Sy
stem
s Failu
res
Nik
e_
Re
bo
un
ds_
Ho
w_
an
d_
Wh
y_
Nik
e_
Re
cov
e
red
_fro
m_
Its_S
up
ply
_C
ha
in_
Disa
ster
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-44
Pro
ject M
an
ag
em
en
t: AT
&T
Wire
less S
elf-
De
structs
1.5
So
cial C
om
pu
ting
an
d N
etw
ork
ing
an
d V
irtua
l Wo
rlds
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-45
an
d V
irtua
l Wo
rlds
So
cial C
om
pu
ting
Wh
at is W
eb
2.0
?
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-46
So
cial N
etw
ork
s
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-47
Click
to P
CW
orld
Bu
sine
ss Ce
nte
r article
for
mo
re…
.S
ocia
l Ne
two
rks G
o to
Wo
rk
Fig
ure
1.9
Pla
n o
f the
bo
ok
.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-48
1.8
Ma
na
ge
rial Issu
es
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-49
Ma
na
ge
rial Issu
es
•R
eco
gn
izing
op
po
rtun
ities fo
r usin
g IT
an
d W
eb
-ba
sed
syste
ms fo
r strate
gic a
dva
nta
ge
.
•W
ho
will b
uild
, op
era
te, a
nd
ma
inta
in in
form
atio
n
system
s?
•H
ow
mu
ch IT
?•
Ho
w m
uch
IT?
•W
ha
t socia
l ne
two
rkin
g a
ctivitie
s sho
uld
be
pu
rsue
d?
•H
ow
imp
orta
nt is IT
?
•G
lob
aliza
tion
.
•E
thics a
nd
socia
l issue
s.
•Tra
nsfo
rmin
g o
rga
niza
tion
to d
igita
l eco
no
my.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-50
Min
icase
:
Da
rtmo
uth
Co
lleg
e G
oe
s Wire
less
1-5
1C
op
yrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.
Se
e D
artm
ou
th C
olle
ge
Go
es
Wire
less
article
in
Info
rma
tion
We
ek
Co
py
righ
t 20
10
Joh
n W
iley
& S
on
s, Inc.
All rig
hts re
serve
d. R
ep
rod
uctio
n o
r tran
slatio
n o
f th
is wo
rk b
eyo
nd
tha
t pe
rmitte
d in
sectio
n 1
17
of
the
19
76
Un
ited
Sta
tes C
op
yrig
ht A
ct with
ou
t e
xpre
ss pe
rmissio
n o
f the
cop
yrig
ht o
wn
er is
un
law
ful. R
eq
ue
st for fu
rthe
r info
rma
tion
sho
uld
b
e a
dd
resse
d to
the
Pe
rmissio
n D
ep
artm
en
t, u
nla
wfu
l. Re
qu
est fo
r furth
er in
form
atio
n sh
ou
ld
be
ad
dre
ssed
to th
e P
erm
ission
De
pa
rtme
nt,
Joh
n W
iley
& S
on
s, Inc. T
he
pu
rcha
ser m
ay
ma
ke
ba
ck-u
p co
pie
s for h
is/he
r ow
n u
se o
nly
an
d n
ot
for d
istribu
tion
or re
sale
. Th
e P
ub
lishe
r assu
me
s n
o re
spo
nsib
ility fo
r erro
rs, om
ission
s, or
da
ma
ge
s cau
sed
by
the
use
of th
ese
pro
gra
ms o
r fro
m th
e u
se o
f the
Info
rma
tion
he
rein
.
Co
pyrig
ht 2
01
0 Jo
hn
Wile
y &
So
ns, In
c.1
-52
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