Rabu, 22 Mei 2013

Sistem Informasi Manajemen






Case Study Question
WHEN ANTIVIRUS SOFTWARE CRIPPLES YOUR COMPUTERS

1.      What management, organization, and technologyfactors were responsible for McAfee’s software problem?
-          Management: McAfee conducted a more thorough investigation into its mistake and published a FAQ sheet thatexplained more completely why they had madesuch a big mistake and which customers wereaffected.
-          Organization: The only way tech support staffs working in organizations could fix the problem was to go from computerto computer manually.
-          Technology: McAfee released a utilitycalled “SuperDAT Remediation Tool,” which hadto be downloaded to an unaffected machine, placedon a flash drive, and run in Windows Safe Mode on affected machines.

2.      What was the business impact of this software problem, both for McAfee and for its customers?
The impact of this software problem:
The customers were angry because their computers were crippled or totally non-functional. The updates mistakenly targeted a critical Windows file, svchost.exe, which hosts other services used by various programs on PCs. And it automatically damages the file of the costumers’ files.
The impact for McAfee, its reputation becomes worse and McAfee was criticized for its slow response to the crisis and for its initial attempts to downplay the issue’s impact on its customers. The company released a statement claiming that only a small fraction of its customers were affected, but this was soon shown to be false. Two days after the update was released, McAfee executive Barry McPherson finally apologized to customers on the company’s blog. Soon after, CEO David DeWalt recorded a video for customers, still available via McAfee’s Web site, in which he apologized for and explained the incident.
3.      If you were a McAfee enterprise customer, would you consider McAfee’s response to the problem be acceptable? Why or why not?
No, because the service McAfee is so slow, and mistakes are made computers defective or completely not working

4.      What should McAfee do in the future to avoid similar problems?
McAfee was criticized for its fast response to the crisis and for its initial attempts to downplay the issue’s impact on its customers. Which is the only way of fixing affected computers with VirusScan users applied the update, tried rebooting theirsystems, their network capabilities to detect USB drives.

MIS In Action
After read the responses of McAfee’s customers, I think, the apology didn’t inflame or helped the situation. The customers looked very angry and feel so disadvantaged because that incident. They loose their files, data, and their money which couldn’t get back.
“A false positive remediation” is a misidentified key Windows file called svcgost.exe as a virus, causing a PCs to crash or keep rebooting. In response, McAfee staffers have been working around the clock to help customers get their systems back online, McPherson said. The tool has been successful at remediating the problem caused by the faulty DAT update for multiple customers. The faulty DAT made it past the quality assurance checks because the problems arose during the testing process for this DAT file.


Disusun oleh:

Yeni Yunita Sari C1C011063
Ajeng Anugraheni C1C011083
Amellya Ganesha C1C011085
Dwi Saptya Rini     C1C010105



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