Book excerpt: For courses in End-User Information Systems, Help Desk Management, or Business Process Redesign courses in undergraduate and graduate schools. A balanced presentation of technological and managerial issues emphasizing the improvement of individual and workgroup performance through information technology. Featuring an end-user approach to systems analysis, this text clearly addresses the links between information systems technology, people, and organizational goals. It provides a comprehensive, thoroughly up-to-date treatment of IS design, analysis, and implementation, with a practical focus on shaping information systems to enhance employee performance and carry out "real-world" business strategies. It includes a strong emphasis on workgroup (collaborative) technologies, knowledge management, and change leadership. The text is technically thorough, yet clear enough to be followed by non-specialists. One of its main strengths is the authors' use of an original project management method. This unique methodology makes the text easier to follow, and at the same time equips students with a useful model for managing projects in the workplace. Along with its emphasis on employee performance and business effectiveness, this text offers superior coverage in several key areas including knowledge management and end-user training. This text establishes a much-needed methodological link between systems analysis and work process redesign. It also distinguishes effectively between designing transaction processing systems and designing for end-user computing.