Ebook Business information systems: Analysis, design and practice (Fifth Edition) – Part 2

Chapter Information systems: control and responsibility Learning outcomes On completion of this chapter, you should be able to: n Describe the controlling effect of feedback and feedforward in an information system n Evaluate the preventive measures necessary to effect control in an information system n Describe controls that can be applied to data in transmission n Evaluate a range of organizational controls that should be considered in the design and operation of an information system n Discuss the rights and responsibilities of individuals, organizations and society in the development, implementation and use of information systems n Apply principles of data protection legislation Introduction This chapter introduces the general principles behind control and security in systems These are then applied to computerized information systems The increasing dependence of business on the reliable, complete and accurate processing of data by computers, often without manual checks, indicates that controls must be planned and designed This occurs before the development of computer systems and their surrounding manual procedures Security and control should therefore be considered prior to systems design and certainly feature in the design process itself, not as afterthoughts The increasing use of computers in the processing and transmission of confidential data and funds has also made computer systems attractive targets for fraud The need to take steps to guard against this possibility has been a powerful stimulus to an emphasis on security in the process of systems analysis and design In the early part of this chapter, the basic concepts of control systems are developed by considering the general ideas behind feedback, feedforward and preventive controls These are explained and applied to manual business systems Controls over computerized information systems are introduced by identifying the various goals and levels of control that are applicable Controls over data movement into, through and out of the computer system are covered, together with controls over the transmission of data 339 Chapter · Information systems: control and responsibility between computers or through the public telecommunications network Some of the ways that fraud may be prevented are by restricting access to the computer system or to the data in it, or by scrambling the data prior to storage or transmission so that it is useless to any unauthorized person The methods of achieving these ends are also explained Computer systems always lie within and interface with a surrounding manual system Not only should computer aspects of this combined socio-technical system be the subject of control but also the organizational and personnel elements To aid security, it is important that the system be structured in a way that facilitates this The way that functions are separated as a means of control is developed in later sections of this chapter The reliability of controls and security procedures operating over a working transaction- and information-processing system can be established by means of an audit Although auditing is a large area in itself, the overall strategy adopted and the aid given by computer-assisted tools in the auditing of computer-based systems is outlined The chapter also considers the relationship between information systems, organizations and individuals Issues such as crime, privacy and acceptability of behaviour raise questions of responsibility Who should ensure that certain practices or activities are restrained or even prevented? Is it the duty of an individual, an organization or society as a whole? There may be a collective belief amongst members of a community that there is a social responsibility in resolving a particular problem In other situations the responsibility may rest on an organization In this case the resolution may be in corporate governance and how the organization manages its own affairs Also, the form of action taken may vary greatly Checks, controls and balances take many forms They can be imposed by legislation, they can be adopted voluntarily by individuals or organizations or they can just become custom and practice with no formal agreement Judgments of the courses of actions taken are ethical considerations Once a framework of policies, rules and legislation is in place, the ethics of actions taken can be considered One example given extended treatment is that of privacy, in particular as enshrined by data protection legislation Data on persons is the subject of data protection legislation This has implications both for security and for the design of systems holding data on persons The reasons for the rise of this legislation and the general principles behind the Data Protection Act in the UK are explained, together with the effects of the legislation on personal data security and access Finally, the need for a methodology for the identification of risk and the design of controls is stressed Controls are an integral part of systems design, which is covered in Chapter 14 on systems design and Chapter 15 on detailed design 9.1 Control systems Controls, if they are to be effective, must operate in a systematic way This section considers the general principles behind control systems before applying these to business systems Some controls work by sensing or predicting the state of a system, comparing that state with a desired standard and then carrying out some correcting action if the state does not meet favourably with the standard Other controls prevent (or attempt to prevent) a system moving away from a desired state They this by preventing abnormal but possible occurrences that would have this effect Feedback and feedforward are examples of the first type of control Preventive controls are examples of the second Feedback and feedforward controls involve the 340 Control systems collection and processing of data and so operate within the business information system Preventive controls prevent inaccurate and unreliable data processing, damage to data-processing equipment and unauthorized access to data, and so too are within this environment It is one of the responsibilities of management to ensure that adequate and effective controls are present at all levels in a business organization There is always a cost–benefit dimension to the existence of any control – it is insufficient to consider the control outside this context All controls have some cost associated with their installation and also a probability/possibility that they will fail in their control function On the benefit side, there is the prevention or correction of the undesired state of affairs It may be possible to assign a money value to this benefit, but it is important to bear in mind that this undesired state of affairs might not have happened in the absence of the control (this is particularly true with preventive controls), so probability factors also have to be taken into account here Cost–benefit considerations surrounding a strategy for control in a business are covered in a later section of this chapter, but it should be made clear from the outset that the major question surrounding a control is not ‘does it work?’ but ‘is it cost–benefit effective?’ 9.1.1 Feedback control systems The general nature of a feedback control system is shown in Figure 9.1 It consists of: n n n A process, which accepts inputs and converts these into outputs A sensor, which monitors the state of the process A controller, which accepts data from the sensor and accepts standards given externally The controller then generates adjustments or decisions, which are fed into and affect the process Figure 9.1 Feedback control 341 Chapter · Information systems: control and responsibility n A comparator in the controller, which compares the sensed data with the standard and passes an indication of the deviation of the standard from the monitored data to the effector n An effector in the controller, which on the basis of the output of the comparator makes an adjustment to the output from the controller The example often given of a controller in a feedback control system is a thermostat It accepts data about temperature from a sensor, compares it with a standard that is set by the householder and if the temperature is below or above this standard (by a certain amount) makes an adjustment to the boiler, turning it either on or off Feedback control enables a dynamic self-regulating system to function Movements of the system from equilibrium lead to a self-correcting adjustment, implying that the combination of process and controller can be left over long periods of time and will continue to produce a guaranteed output that meets standards Automated controller–process pairs are seldom encountered in business (although they often are in production engineering) However, it is common for a person to be the controller That is, an individual will monitor a process, compare it against given standards and take the necessary action in adjustment This is one of the roles of management In an organization, it is usual for control to be applied at several levels The controller of a process at level supplies information on the process and adjustments to a higher-level controller (who also receives information from other level controllers) The information supplied may be an exceptional deviation of the process from the standard (exception reporting) or perhaps a summary (summary reporting) The higherlevel controller can make adjustments to the functioning and structure of the system containing the level controllers with their processes The higher-level controller will also be given standards and will supply information to an even higher-level controller The nesting of control may be many levels deep At the highest level, the controllers are given standards externally or they set their own These levels of control correspond to levels of management Above the lowest levels of control are the various layers of middle management Top management responds to standards expected of it by external bodies, such as shareholders, as well as setting its own standards The study of feedback control is called cybernetics Cybernetics ideas and principles have been applied to the study of management control of organizations (see for example Beer, 1994) Although real organizations are never so simple and clear-cut that they fit neatly into the feedback model, the idea of feedback provides a useful perspective on modelling management decision making and control In order to be useful, feedback controls, as well as satisfying the cost–benefit constraint, should also be designed in accordance with the following principles: n 342 Data and information fed to the controller should be simple and straightforward to understand It must be designed to fit in with the intellectual capabilities of the controller, require no longer to digest than the time allowed for an adjustment to be made, and be directed to the task set for the controller It is a common mistake for computerized systems that are responsible for generating this data to generate pages of reports that are quickly consigned to the rubbish bin For example, a person in charge of debtor control (where the process is one of debtor-account book-keeping) may only need information on debtor accounts that have amounts outstanding over a set number of days, not information on all Control systems accounts On these debtor accounts the controller probably initially needs only summary information, such as the amount of debt, its age profile and the average turnover with the debtor, but not the delivery address or a complete list of past invoices n n Data and information fed to the controller should be timely Two possibilities are regular reports on deviations from standards or immediate reports where corrective action must be taken quickly Each controller (manager) will have a sphere of responsibility and a scope for authority (ideally these should cover much the same area) It is important that the standards set and the data provided to the controller are restricted within these limitations The manager is in the best position in the organization to understand the workings of the process and may often be expected to take some responsibility for the setting of realistic standards Standard cost systems – an example of feedback control In management accounting the term standard cost refers to the budgeted cost incurred in the production of a unit of output It will be made up of various components such as material, labour and power as well as overheads such as machine maintenance During the production process the various costs of production are monitored and the actual cost per unit is established This is compared with the standard cost and variances of the actual cost from the standard are calculated There may be some labour variances attributable to the cost of labour or the amount of labour per unit of production There may be variances on material or overheads, or some combination of both On the basis of the variance analysis, various adjustments to the production process may be recommended For instance, an adverse labour variance analysis might be adjusted by speeding up a production assembly line or increasing piece-rate benefits 9.1.2 Feedforward control system The general nature of a feedforward control system is shown in Figure 9.2 The chief difference from a feedback control system is that the monitored data on the current performance of the system is not used to compare this performance with a standard but is used to predict the future state of the system, which is then compared with the future standard set To this, a further component called a predictor is added to the controller The predictor takes current data and uses a predictive model of the process to estimate the future state of the system In carrying out the prediction it is likely that future estimates of variables occurring outside the process, but affecting it, will need to be input into the predictor The prediction is then fed into the comparator and effector, which will make any necessary adjustment to ensure that the system meets future objectives The success of feedforward control depends on the suitability of the model and modelling information Cash flow planning – an example of feedforward control Most organizations like to keep their cash balances within certain limits To stray outside these limits leads to excess funds that could be profitably employed, or to diminished funds, making the company vulnerable to a cash crisis The cash inflows and outflows of a company result from a number of factors Inflows will generally be receipts from customers, investments and sales of assets Among outflows 343 Chapter · Information systems: control and responsibility Figure 9.2 Feedforward control will be payments to suppliers for purchases, wages and salaries, payments for overheads, payments of interest on loans, capital expenditures, tax payments and dividends Inflows and outflows will be spread over periods of time, and the amounts and exact timing will be subject to uncertainty It is important that predictions (accurate within limits) are made so that adjustments can be implemented to ensure that the cash balances remain at the desired level For instance, a predicted cash drop may be financed by a sale of securities held by the organization rather than by incurring a heavy bank overdraft with a punitive interest rate Feedforward systems are needed because time is required to implement the necessary adjustments, which need to be active rather than reactive In this cash management example it is common nowadays to use computer-aided prediction either with spreadsheets or with financial logic-modelling packages The predictions are passed to a senior manager or financial director, who takes the decision on the adjusting action 9.1.3 Preventive control systems Feedback and feedforward control work by a controller ‘standing’ outside a process and evaluating current or predicted deviations from a norm as a basis for taking adjusting action Preventive controls, by contrast, reside within a process, their function being to prevent an undesired state of affairs occurring Just as with the other types of control mechanism, preventive controls are an integral part of manual and computerized information systems In business information systems, these controls are broadly aimed at protecting assets, often by ensuring that incorrect recording of assets does not occur and by preventing inaccurate processing of information Preventive controls fall into a number of categories 344 Control systems Documentation Careful design of documentation will aid the prevention of unintentional errors in recording and processing Several points need to be taken into account for the preparation of document formats: n Source documentation requires enough data entry spaces on it to collect all the types of data required for the purposes for which the document is to be used n Transfer of data from one document to another should be minimized, as transcription errors are common It is usual to use multipart documentation, which transfers the contents of the top copy through several layers by the pressure of the pen Documents should be clearly headed with a document type and document description Documents should be sequentially prenumbered Provided that any ‘waste’ documents are retained, this allows a check on the completeness of document processing It is aimed at preventing the accidental misplacing of documents and ensures that documents used for the generation of fraudulent transactions are retained for inspection A document generally represents the recording of some transaction, such as an order for a set of items, and will undergo several processes in the course of carrying out the transaction requirements It is important that wherever authorization for a step is required, the document has space for the authorization code or signature The documentation needs to be stored in a manner that allows retrieval of the steps through which a transaction has passed This may require storing copies of the document in different places accessed by different reference numbers, customer account numbers and dates This is called an audit trail n n n n Procedures manual As well as clearly designed forms, the accurate processing of a transaction document requires those responsible to carry out the organization’s procedures correctly These should be specified in a procedures manual This will contain a written statement of the functions to be carried out by the various personnel in the execution of data processing Document flowcharts (covered in Chapter 12 on process analysis and modelling) are an important aid to unambiguous specification They indicate the path that is taken through the various departments and operations by a document and its copies until the document finally leaves the business organization or is stored The procedures manual, if followed, prevents inconsistent practices arising that govern the processing of transactions and other operations Inconsistency leads to inaccurate or incomplete processing The manual can also be used for staff training, further encouraging consistent practice in the organization Separation of functions It is sound practice to separate the various functions that need to be performed in processing data These different functions are the responsibility of different personnel in the organization The separation is aimed at preventing fraud If a single member of staff were to be in charge of carrying out all the procedures connected with a transaction then it would be possible, and might be tempting, for that person to create fraudulent transactions For instance, if a person were responsible for 345 Chapter · Information systems: control and responsibility authorizing a cash payment, recording the payment and making the payment then it would be easy to carry out theft When these functions are separated and placed in the hands of different individuals, fraud may still be tempting but will be less possible, as collusion between several persons is required It is usual to separate the following functions: n the custody of assets, such as cash, cheques and inventory; n the recording function, such as preparing source documents, carrying out book-keeping functions and preparing reconciliations; and n the authorization of operations and transactions, such as the authorization of cash payments, purchase orders and new customer credit limits These functions may also be carried out in different geographical locations (in different offices or even different sites) If documentation is passed from one department to another, the physical isolation of personnel provides further barriers to collusion Both functional and geographical separation are difficult to implement in a small business organization, as there may be so few staff that separation becomes impossible Personnel controls A business relies on its personnel Personnel must be selected and trained effectively to ensure that they are competent to carry out the tasks required of them Selection procedures should establish the qualification, experience and special talents required for the post being offered Tests, interviews, the taking up of a reference and the checking of qualifications held will determine whether a candidate meets these requirements The prevention of incompetent personnel being selected for tasks is an important control because once they are hired, the employment legislation in many countries makes it difficult to remove a member of staff even if that person’s unsuitability for the job is subsequently discovered Training needs to be planned carefully to ensure that it delivers the necessary skills to staff, given their initial abilities and the tasks that they are to perform Supervision of staff in the workplace, as well as preventing fraud, also aids staff who are learning a new process by giving them the confidence that experience and authority are available to assist them with any difficulties that may arise Finally, it should never be forgotten that the personnel in an organization are people in their own right, with a wide range of interests, abilities, limitations, objectives and personality styles If they are to work together successfully and happily, considerable ability needs to be displayed by management in preventing interpersonal differences and difficulties escalating and leading to disputes that affect the smooth running of the organization Physical controls One way of avoiding illegal loss of assets such as cash is to exclude staff from unnecessary access to these assets A range of physical controls may be used to prevent access – locks, safes, fences and stout doors are obvious methods It may be equally important to prevent records being unnecessarily available to staff Once again, physical controls may be used as a preventive measure There are a range of natural hazards that affect a manual information system, hazards that can be guarded against Fire controls, for instance, are an essential and often legally required feature of a business 346 Controls over computerized information systems Mini case 9.1 Software piracy German authorities on Monday arrested five men and raided 46 premises in the North Rhine-Westphalia region, in one of the country’s biggest crackdowns on suspected software piracy The BKA, or German Federal Criminal Authority, said it had been tipped off by Microsoft some months ago that illegal copies of its software were being produced Following a preliminary investigation, it moved in on Monday morning to seize software and computer hardware from the 46 flats and offices In addition to the five men arrested, three other people were detained for questioning The arrested men are suspected of having forged software from a number of manufacturers, including Microsoft, over a period of several years In addition to creating forged software on a CD pressing plant, they are suspected of illegally passing off inexpensive educational versions of software as more expensive full versions, and of selling CD-Roms and licences independently of each other The piracy is estimated to have caused some a16m ($18.4m) worth of damage to the software licence owners, although this sum could be found to be much higher, the BKA said, after all the seized equipment has been examined ‘Illegal copying of software doesn’t often in happen in Germany It is normally in Asia or somewhere like that But we are very satisfied with how we have conducted this case,’ the BKA said Adapted from: Germany cracks down on software piracy By Maija Pesola FT.com site: 10 November 2003 Questions What crimes were being committed by those described in the case study above? Why are software vendors like Microsoft concerned about this type of crime? 9.2 Controls over computerized information systems If terminal operators never keyed in inaccurate data, if hardware never malfunctioned or disks never became corrupted, if there were no fires or floods, if computer operators never lost disks, if software always achieved what was intended, if people had no desire to embezzle or steal information, if employees harboured no grudges, if these or many other events never occurred, there would be no need for controls However, they happen and happen regularly, sometimes with devastating results The three types of control – feedforward, feedback and preventive – covered in Section 9.1 are applicable to manual information systems The presence of a computer-based information system requires different controls These fall within the same three-fold categorization, although in computer-based systems there is an emphasis on preventive controls Controls are present over many aspects of the computer system and its surrounding social (or non-technical) environment They operate over data movement into, through and out of the computer to ensure correct, complete and reliable processing and storage There are other controls present over staff, staff involvement with the computer, 347 Chapter · Information systems: control and responsibility staff procedures, access to the computer and access to data Further controls are effective in preventing deterioration or collapse of the entire computing function This section starts by considering the aims and goals of control over computer systems and then covers these various areas of control 9.2.1 Goals of control Each control that operates over a computer system, its surrounding manual procedures and staffing has a specific goal or set of goals These goals may be divided into categories There are primary goals, which involve the prevention of undesired states of affairs, and there are secondary goals directed at some aspect of loss If the primary goals are not achieved, other controls take over and provide some support The various levels of control are: Deterrence and prevention: At this level, the goal is to prevent erroneous data processing or to deter potential fraud Many controls are designed to operate at this level Detection: If fraud or accidental error has occurred (that is, the primary goal has not been achieved), it is important that the fraud or error be detected so that matters may be corrected if possible Indeed, the existence of detection often acts as a deterrent to fraud Detection controls are particularly important in data communications, where noise on the communications channel can easily corrupt data Minimization of loss: Some controls are designed to minimize the extent of loss, financial or otherwise, occurring as a result of accident or intention A backup file, for example, will ensure that master file failure involves a loss only from the time the backup was made Recovery: Recovery controls seek to establish the state of the system prior to the breach of control or mishap For instance, a reciprocal arrangement with another company using a similar computer will ensure that the crucial data processing of a company can be carried out in the case of massive computer failure Investigation: Investigation is a form of control An example is an internal audit Nowadays, the facilitation of investigation is one of the design criteria generally applied to information systems development in business Controls are directed at: Malfunctions: Hardware and software occasionally malfunction, but the most common cause is ‘people malfunction’ People are always the weak link in any person– machine system as far the performance of specified tasks is concerned They may be ill, underperform, be negligent, misread data, and so on Unintentional errors are common unless prevented by a system of controls Fraud: Fraud occurs when the organization suffers an intentional financial loss as a result of illegitimate actions within the company (Fraud might be regarded as the result of a moral malfunction!) Fraud may be of a number of types: (a) Intentionally inaccurate data processing and record keeping for the purpose of embezzlement is the most well-known kind of fraud The advent of the computer means that all data processing (including fraudulent data processing) is carried out faster, more efficiently and in large volumes Embezzlement may take the form of a ‘one-off’ illegitimate transfer of funds or may use the massive processing power of the computer to carry out transactions repeatedly, each involving a small sum of money 348 Tai lieu Luan van Luan an Do an Chapter 17 · Expert systems and knowledge bases Beerel A (1993) Expert Systems in Business: Real World Applications Chichester: Ellis Horwood This is a readable text that combines an introduction to theoretical aspects of expert systems with the practical knowledge and experience of an expert systems builder The book also has case studies Included is material on the relationship between corporate culture and expert systems, project management of expert systems and investment decisions on expert systems development Brighton H (2003) Introducing Artificial Intelligence Icon Books This provides a straightforward and very readable background to AI Chorofas D.N (1987) Applying Expert Systems in Business McGraw-Hill This is a readable text that sets expert systems within the context of management perspectives, decision support systems and the information centre With chapter titles such as ‘Expert systems and the industrialization of knowledge’, this text provides a broader perspective within the organization to locate expert systems Chorofas D.N (1998) Agent Technology Handbook McGraw-Hill This is a thorough coverage of the use of intelligent agents in networks and mobile computing The book contains sections on reliability and diagnostics issues The book is mainly businessfocused, with relatively little complex technical content Cohen P.R and Feigenbaum E.A (eds) (1990) The Handbook of Artificial Intelligence, Vol Los Altos, California: William Kaufmann These are invaluable reference books on all aspects of artificial intelligence Collins A and Quillian M.R (1969) Retrieval time from semantic memory Journal of Verbal Learning and Verbal Behaviour, 8, 240–7 Harmon P and King D (1988) Expert Systems New York: Wiley An excellent introduction to all aspects of expert systems and their development It is aimed at the intelligent reader from business rather than the computer specialist Negnevitsky M (2001) Artificial Intelligence: A Guide to Intelligent Systems Addison-Wesley An accessible book which introduces the topic of AI and concentrates on the concepts without dwelling excessively on the mathematical foundations The book describes the building of a system and the evaluation and selection of appropriate tools Newell A and Simon H (1972) Human Problem Solving Englewood Cliffs, NJ: Prentice Hall Parsaye K and Chignell M (1988) Expert Systems for Experts Wiley A comprehensive, readable exposition of the basic concepts used in expert systems Although not specifically oriented towards business applications, this book provides one of the best introductions to the central ideas behind business expert systems Silverman B.G (ed.) (1987) Expert Systems for Business Reading, Massachusetts: Addison-Wesley This provides a series of articles organized around such themes as expert support systems and integrating expert systems into a business environment It is not an introductory text, although basic concepts in expert systems are introduced and explained early in the text Turban E (1992) Expert Systems and Applied Artificial Intelligence New York: Macmillan This student text is a clear, comprehensive treatment devoted to applied expert systems It also contains sections on natural language processing, computer vision, speech understanding and robotics Turban E (2001) Decision Support and Expert Systems, 6th edn Harlow: Longman Higher Education Division This is a comprehensive textbook covering all aspects of DSS and expert systems from the perspective of a manager wishing to know about management support technologies It has several case studies and chapter-end questions Wooldridge M (2002) An Introduction to Multi-agent Systems Wiley Suitable for undergraduate and some postgraduate courses, this book provides a nontechnical exploration of intelligent agents and multi-agent systems 650 Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index abstract data types 126 acceleration in end–user applications 266 accountability 372, 377–8 accounting information systems 245 accounting utilities 298 accumulator 113 Ada 124, 126 addresses on internet 179 on magnetic disks 102 in main memory 111 Advanced Research Projects Agency (ARPA) 174 aggregating data Airbus 225 ALU (arithmetic and logic unit) 112–13 American Standard Code for Information Interchange (ASCII) 87 amplitude modulation transmission 149 analogue carrier signals 148–9 analyst workbench 559–60 Apache 196 Apple Macintosh 81 Apple operating systems 121 application service provider (ASP) 71 application software 116 applications development and implementation 265 applications layer in OSI 163 applications operations 265 applications packages benefits 117–18 for databases 296–7 limitations 118–19 office suites 119 applications portfolio identification 265 arithmetic and logic instructions 116 arithmetic and logic unit (ALU) 112–13 ARPA (Advanced Research Projects Agency) 174 ARPANET 175 ASCII (American Standard Code for Information Interchange) 87 ASP (application service provider) 71 assembler program 123 assembly language 123–4, 128 asymmetric digital subscriber line (ASDL) 158 asynchronous transfer mode (ATM) 160 asynchronous transmission 151–2 attribute-value pairs 623–4 attributes 311, 477–8, 484, 487 audits 368–70 automated billing systems 62 automated elicitation and acquisition 613–14 automation boundaries in system design 514–19 autonomy of intelligent agents 642 Back–end CASE 560 backing store management 120 backup files 290 backup of databases 298 backward chaining 619, 641–2 bandwidth 149–50 as entry barrier to e-commerce 216 bandwidth and distributed systems 145 bar-code readers 92–4, 512–13 baseband channel 150 BASIC 124, 128 batch controls 539 batch systems 511–12 BCS (British Computer Society) 372, 373 Berne Convention 200 black box 18 blocks on magnetic tape 103, 104 Bluetooth (mini case study) 155 Boolean operators 610, 616 bots on web 235–6, 643 bottom-up analysis and design 577 bottom-up data modelling 475–7 BPM (business performance management) 251 BPR (business process re-engineering) 69 brainstorming 258 British Computer Society (BCS) 372, 373 broadband channel 150 broadband (mini case study) 176–7 broadband multiservice network 160 browsers 196–7 buffer 13, 20 bus topology 140 business, internet effect on 168–70 business analysts 398 business information systems strategy 48–65 critical success factors 65 five forces model in 50–3 growth stages 54–8 Earl model 58 Nolan model 55–8 internal forces, interaction of 58–60 mini case study 50 PEST analysis 54 strategic grid 64–5 value chain 60–3 business information technology strategy 48, 49 business intelligence software (mini case study) 63 business performance management (BPM) 251 651 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index business process management (mini case study) 69–70 business process re-engineering (BPR) 69 business strategy 66 business strategy, need for 46 business to business (mini case study) 219 business value (case study) 75–6 by-product approach 35 byte 114 C 124, 128 C++ 124, 126 cable 158 cache memory 114 Cambridge ring 160 cardinality 312 carrier-sense multiple-access collision detection (CSMA/CD) 160 CASE see Computer-Aided Software Engineering case-specific knowledge base 614–15 case studies see also mini case studies business value 75–6 computer crime 390–1 end-user computing 279–80 Europe’s top corporate websites 238–9 evaluation and maintenance of new system 555 expert systems 647–9 Hewlett-Packard processors 132–3 Kemswell Theatre 473, 522 Lift Express 599–00 networks 207–8 RAD 600–1 supply chain event management 41–2 and XML 335–6 cash flow planning 343–4 CATWOE in systems analysis and design 586 CCITT (Consultative Committee of the International Telegraph and Telephone) 162 CD-recordable disks 100 CD-ROMs 99–100 census data (mini case study) 3–4 central processing unit (CPU) 110–13 arithmetic and logic unit 112–13 components 111 control unit 113 design issues 113–15 main memory 111–12 centralized system 137 centralized systems 509–10 CERN (European Laboratory for Particle Physics) 191 chain printers 108 Checkland’s approach to systems analysis and design 581–9, 594–5, 597 choice 7, class diagram 571 classification of data client/server computing 144–5 clock cycle time 114 closed-circuit video monitoring 362 closed systems 18 clusters 577 coaxial cable transmission 152, 153 COBOL 124, 128 CODASYL (Conference on Data Systems Languages) 302, 314 code-generation tools 559, 560 code object program 123 coding 539 coding structures 544 cognitive style 5–6 cohesion 531 collaboration diagram 572 collaborative work management tools 189–90 command-level end-user 260–1 commercial advertisement 234 communication links 139 communication modules 573–4 communication networks 147–61 basics 148–55 multiplexing 150 parallel and serial transmission 150–1 synchronous and asynchronous transmission 151–2 transmission media 152–5 transmission signals 148–9 electronic data interchange 164–8 in end-user applications 265 and internet business 215 local transmission 158–60 public transmission 155–8 standards 161–4 OSI model 162–4 scope 162 communications channel 148 comparator in feedback control systems 342 competitive advantage 50 in e-commerce 235 mini case study 53 competitor rivalry in five forces model 52–3 compiling programs 125 Computer-Aided Software Engineering (CASE) 127, 398, 537, 556 in systems development 557–61 benefits 561 support 558–9 terminology 559–61 computer crime (case study) 390–1 computer file 283 Computer Misuse Act (UK, 1990) 376 Computer Misuse Amendment Bill (UK, 2002) 376 computer operators 364 Computer Software Copyright Act (US, 1980) 377 652 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index computer technology hardware see hardware historical development 80–4 software see software computerized information systems, control over 347–70 access controls 356–62 to computer system 356–7 to data 357–9 to database management system 359 to operating system 358–9 physical access 361–2 audits 368–70 contingency planning 366–8 cryptographic controls 359–61 data movement 351–6 data transmission controls 355 input controls 351–3 processing controls 354–5 storage controls 353–4 goals 348–50 organizational controls 362–5 separation of functions 365 conceptual schema for databases 299–300, 308–9, 537 concurrency control 298 Conference on Data Systems Languages (CODASYL) 302, 314 consultation traces 621–2 Consultative Committee of the International Telegraph and Telephone (CCITT) 162 containment in end–user applications 266 content providers 221, 228 contingency planning 366–8 control 16 in batch mode 511 over computerized information systems 347–70 access controls 356–62 audits 368–70 contingency planning 366–8 data movement 351–6 goals 348–50 organizational controls 362–5 in systems 24–5 in user interface design 539 control systems 340–7 feedback systems 341–3 feedforward systems 343–4 preventive systems 344–6 control totals 511 control unit in CPU 113 controlled growth in end–user applications 266 controller in feedback control systems 341 cooperative processing 139 copyright 377 on internet 200–1 Copyright, Design and Patents Act (UK, 1988) 377 corporate culture and distributed systems 143 corporate governance (mini case study) 372, 374–5 corporate performance management (CPM) 251 corporate planning of information systems 558 costs of advertising 211 of applications packages 117 of business 214 of data entry devices 97 as entry barrier to e-commerce 216 of management information systems 27 standard systems for 343 coupling 531 CPM (corporate performance management) 251 CPU see central processing unit crime and ethics (mini case study) 379 critical success factors (CSF) as approach 36 in business information systems strategy 65 cryptographic controls 359–61 CSMA/CD (carrier-sense multiple-access collision detection) 160 customer relationship management (CRM) 52 customer service, and internet business 215–16 customers in five forces model 51–2 cybernetics 342 cylinder on hard disks 102 data classification of distributed and centralized storage (mini case study) 146–7 distribution of 145–7 independent of programs 293–4 and information interactive access to 243–4 logical and physical views 287–98 data administration in end–user applications 265 data analysis method 481 systems 245 in systems analysis and design 576–7, 597 data capture hardware 95–7 data cleaning 324 data-conferencing 189 data consistency 293 Data Definition Language (DDL) 300 data dictionaries 297, 455–6 data encryption standard 360 data entry control over 364 device selection 97–8 remote 95–6 voice 89 data extraction 324 data flow diagrams 444–55, 507–8, 532–3 levels 451–4 in modular design 532–3 653 •• •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index data items 283 data loading 324 data manipulation 306, 309–10, 314–16 Data Manipulation Language (DML) 297 data marts 324 data mining 327–8 mini case study 328–9 on Web 328 data model-oriented and and design 576 data modelling 475–7, 480–95 entity-relationship modelling 477–80 and process modelling 495–7 data movement instructions 116 data occurrences 301–2 data optimization 324 data processes 4–5 data processing 32 data-processing programmers 261 Data Protection Acts (UK, 1984, 1998) 379, 380–2 data protection legislation 380–3 data redundancy 293 data registers 113 data retrieval and analysis 245 data selection data storage 289–90 database approach to 290–8 advantages 293–4 disadvantages 294–5 design of 535–8 file-based approach to 291 data store conversion 548 design 535–8 data structures 301–2 data transmission controls 362 data types 126 data warehouses 322–9 architecture 324 mini case study 328–9 origin 322–3 searching 324–7 pivoting 325–7 roll-up and drill-down 327 slice and dice 327 database access 295 database administrator 296, 364 database design 294 database management system 29, 291 database systems 510–11 data storage design 536–8 Database Task Group (DBTG) 302 databases conceptual schema for 299–300, 308–9, 537 and data storage 290–8 data warehouses 322–9 hierarchical models 306–11 microcomputer 322 mini case study 295–6 models and schemas 300–2 network models 302–6 object-oriented 320–1 relational models 311–20 three-level architecture 298–300 users 296–7 utilities 297–8 and XML (case study) 335–6 DBTG (Database Task Group) 302 DDL (Data Definition Language) 300 debtor period 13 decision making 5–12 cognitive style 5–6 and distributed systems 143 levels of 8–10 operational planning 9–10 strategic planning 8–9 tactical planning model of 6–8 structure of 11–12 decision networks 257 decision room 257 decision support systems (DSS) 28, 30 development of 247–57 expert systems 254–6 high-level languages 247 spreadsheets 247–54 end–user computing 259–71 applications 264–70 benefits 262–3 desktop applications 270–1 maturity of 261–2 rise of 259–60 risks 263 types 260–2 end–user systems for (mini case study) 250–1 end users of 245 features 243–5 fragmentation of 245 group support 257–9 and internet 256–7 mini case study 244–5 model generators 256 through modelling (mini case study) 246 types 245–6 decision tables 327, 456–61 declaration instructions 117 declarative knowledge 608–9 rules 609–10 declarative languages 128 decoupling subsystems 20–2 degree of coupling 20 denial of service attacks 390 derived relations 314 descriptive ethics 371 design 7–8 design specification 558 654 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index detailed design 525–42 data storage design database systems 536–8 file-based systems 535–6 data store design 535–8 input/output design 538–42 user interface 538–40 modular design 530–4 cohesion 531–4 coupling 531 process design 526–30 modules 527–8 structure charts 528–30 development methodology 559 digital cameras 88 digital transmission 149 direct-access storage 98 direct changeover 548, 549 director of information systems 363–4 discardable prototypes 269 diskettes 102 distributed and centralized data storage (mini case study) 146–7 distributed cognition approach to HCI 275–7 distributed computing 136 distributed databases 139 distributed processing 138–9 distributed systems 136–8, 509–10 benefits 139–41 defined 138–9 drawbacks 141 extent of distribution 143–5 and organizational levels 142–3 distribution of data 145–7 DML (Data Manipulation Language) 297 documentation preventive control systems in 345 domain name system (DNS) 179 domain names on internet 179–80 high-level domains 179 domain of attribute 311 domain-specific knowledge base 607–10 dot-matrix printers 108 drum printers 108 DSS see decision support systems dumping 105 DVDs 100 e-auctions 221, 226–7 e-commerce 211–12 business models 220–31 business web-site, development and management of 231–4 connection 231–2 presentation 233 publication policy 232–3 web presence 233–4 website awareness 234 entry barriers 216 features 212–13 five forces model (Porter) 219–20 and RAD 563–4 and trade cycles 216–20 new variants 219 traditional 217–18 trends in 234–6 advertising 235 competitive advantage 235 inteligence on web 235–6 structural developments 234–5 e-mail 185–7 e-malls 221, 224 e-procurement 221, 224–5 mini case study 225 e-shops 221–2 EAN (European Article Number) 93 Earl stage model 58 EBCDIC (Extended Binary Coded Decimal Interchange Code) 87 economic feasibility in systems project 431–3 EDI see Electronic Data Interchange effector 25 in feedback control systems 342 efficient processing 511 EIS (executive information systems) 28, 50 electronic cash (e-cash) 201–2 electronic cash substitutes 202 electronic conferencing 189 electronic credit card transactions 201 Electronic Data Interchange (EDI) 51, 62, 213 benefits 167 in distributed systems 164–8 methods 165–6 mini case study 167–8 electronic markets 212–13 electronic patient records (mini case study) 202–3, 366 employmentpatterns, UK encapsulation 565 end-user applications 129 for decision support 245, 259–71 applications 264–70 benefits 262–3 case study 279–80 computer centre, role of 264–5 desktop applications 270–1 influences 265–6 management strategies 266–7 maturity of 261–2 prototyping 268–70 rise of 259–60 risks 263 role of end–users 265 types 260–2 end–user support personnel 261 enterprise performance management (EPM) 251 655 •• •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index enterprise resource planning (ERP) 66–7, 251 and project failure 414–16 entity diagram 486, 492–4 entity-relationship modelling 477–80 entity type 477, 484 entry and enquiry systems 245 error messages 540 Ethernet 160 ethical policy 372–4 ethics 370–9 individual’s actions 371–2 society issues and legislation 375–9 European Article Number (EAN) 93 European Laboratory for Particle Physics (CERN) 191 Europe’s top corporate websites (case study) 238–9 evaluation and maintenance of new system 551–3 case study 555 exchangeable disk packs 102, 103 executive information systems (EIS) 28, 50 exit criteria in analysis and design 575 expert system shells 255–6, 611 expert system tools 255 expert systems 254–6 architecture 605–22 case-specific knowledge base 614–15 domain-specific knowledge base 607–10 explanation subsystem 620–2 inference engine 607, 615–20 knowledge-acquisition subsystem 610–14 case study 647–9 mini case study 622 explanation subsystem 620–2 Extended Binary Coded Decimal Interchange Code (EBCDIC) 87 eXtensible Mark-up Language (XML) 194, 196 and electronic patient records 202–3 external information provision 365 external schema for databases 300, 308–9 extranets 205 extreme programming 545–6 facilitator 257 feedback control 25 feedback control systems 340, 341–3 feedforward control systems 340, 343–4 field values 283 file-based systems 510–11 data storage design 535–6 file librarian 364 File Transfer Protocol (FTP) 188 files 283–6, 289 financial transactions and internet 201–2 firing rules 617 first generation computers 80 first normal form 487–9 five forces model (Porter) and e-commerce 219–20 fixed length records 288–9 flash memory 106 flat file 286 flexibility in access to data 243–4 of internet business 215 of management information systems 28 floppy disks (diskettes) 102 flow block diagram 19–20, 426–7 FOCUS 128 fonts MICR 92 OCR 91 form filling 539 formal information 37 formal reviews 520–1 FORTRAN 124 forward chaining 619, 641 forward scenario simulation 612–13 4GL generator 560 fourth generation computers 81–3 fourth generation languages 127–30 problems 127–8 frames 632–3 free economy approach to end–user applications 267 frequency-division multiplexing 150, 151 frequency modulation transmission 149 Front-end CASE 559–60 FTP (File Transfer Protocol) 188 fully inverted files 290 function/process-oriented analysis and design 575 functional support personnel 261 future analysis 592–3 fuzzy sets 639–40 gateways 159, 176 GDSS (group decision support systems) 257–9 GE (mini case study) 72 Geographical Information Systems (GIS) 53 GIS (Geographical Information Systems) 53 Global Positioning System (mini case study) 154 goal decomposition 613 Google (mini case study) 227 graphical user interfaces (GUIs) 121 in end–user applications 271 grid computing (mini case study) 161 Grosch’s law 83, 136 group decision support systems (GDSS) 257–9 guards and escorts 362 GUI see graphical user interfaces hackers 375 hard approaches to systems analysis and design 574–80 characteristics of 578–9 criticisms of 579–80 hard copy 106 hard disks 102 656 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index hardware 85–116 acquisition and installation 547 central processing unit 110–13 costs in database approach 295 data capture 95–7 functional components 85–7 input devices 87–95 output devices 106–9 secondary storage 98–106 factors affecting choice 98 hash totals 511 hazard-control matrix 384 HDAM (hierarchical direct access method) storage 309 header label on magnetic tape 104 heterogeneous information source systems (HISS) 256 Hewlett-Packard processors (case study) 132–3 hierarchical databases 306–11 data manipulation 309–10 disallowed structure 307 mini case study 310–11 schemas 308–9 structure 306–8 hierarchical direct access method (HDAM) storage 309 hierarchical distributed system 136, 140 hierarchical indexed direct access method (HIDAM) storage 309 hierarchical indexed sequential access method (HISAM) storage 309 hierarchical organizational structure 142 hierarchical sequential access method (HSAM) storage 309 hierarchical topology 140 hierarchy of systems 19–20 high-level languages 124–5 in decision support systems 247 highly coupled systems 20, 22 highly decoupled systems 20 HISAM (hierarchical indexed sequential access method) storage 309 HISS (heterogeneous information source systems) 256 home page 197 hospital data input devices (mini case study) 96–7 HotMetal Pro (SoftQuad Software) 194 HSAM (hierarchical sequential access method) storage 309 HTML (Hypertext Mark-up Language) 191–5 HTTP (Hypertext Transfer Protocol) 196 human-computer interaction 272–7 distributed cognition approach 275–7 human information processor model 275 and website design (mini case study) 274 human information processor model 275 hybrid topology 140 hypertext 176, 191–5 Hypertext Mark-up Language (HTML) 191–5 Hypertext Transfer Protocol (HTTP) 196 IATA (International Air Transport Association) 165 IBM Wimbledon Web site 229–30 IBM PC 81 icons 121 IETF (Internet Engineering Task Force) 200 implementation indexed files 290 indexed-sequential files 290 inference control strategies 640–2 backward chaining 641–2 forward chaining 641 inference engine 607, 615–20 inferences, drawing 635–42 inference control strategies 640–2 principles and methods 635–7 uncertain reasoning 638–40 informal information 37–8 information channels in systems project 423–6 and data provision of, costs 211 value of 12–15 non-quantificable 14–15 quantificable 12–14 information centre approach to end–user applications 267 information repository 559 information system development life cycle of 404–11 stages 412 structured approach and 411–12 systems analysis and design 393–9 participants in 398–9 project initiation 397–8 steering committees 395–7 strategy, need for 394–5 structured approach to 399–400 systems failure (mini case study) 411 information technology (IT) strategy 66 inheritance 126, 565, 567 inkjet printers 108 input design 538–42 input devices 87–95 multimedia 88–9 inputs 16 operating system handling 120 inspections 520 instant messaging 189 instant messaging (mini case study) 264 instruction register 113 instruction set 114 integrated services digital networks (ISDN) 157–8 Intel Itanium 132 Intel Pentium 110 657 •• •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index intellectual property 377 intelligence 6, 7, 15 and internet 642–3 intelligent agents and value chain 643 on web 235, 642–3 interaction in management information systems 27–8 interactive access to data 243–4 interactive commands 539 interactive voice response (IVR: mini case study) 107 interblock gaps 103, 104 internal audits 368–9 internal schema for databases 300, 308–9 International Air Transport Association (IATA) 165 International Standards Organization (ISO) 162, 175 internet business drivers over 214–16 connections 177–8, 180–4 construction 204 and copyright 200–1 and decision support systems 256–7 effect on business 168–70 evolution of 174–7 and extranets 205 and financial transactions 201–2 and intelligence 642–3 organizational control of 200 and portals 204–5 services 185–90 usage 204 and World Wide Web 191–200 internet commerce 213 Internet Engineering Task Force (IETF) 200 Internet Information Server (Microsoft) 196 internet infrastructure providers 230 Internet Protocol (IP) 175, 181, 183 internet relay chat 188–9 internet retailing on internet (mini case study) 222–3 Internet Services Provider (ISP) 176, 177–8, 185 Internet Society (ISOC) 200 internet telephone tools 198 internet telephony 189 interpreting programs 125 interrupts in control unit 113 inventory 20 involuted relationships 305 IP (Internet Protocol) 175, 181, 183 ISDN (integrated services digital networks) 157–8 ISO (International Standards Organization) 162, 175 ISOC (Internet Society) 200 ISP (Internet Services Provider) 176, 177–8, 185 IT (information technology) strategy 66 IVR (interactive voice response) mini case study 107 Java 124, 198 job satisfaction analysis 592 job scheduling 120 join in SQL 317–18 Joint Academic Network (JANET) 175 just-in-time manufacturing 62 K-means clustering 328 Kemswell Theatre (case study) 473, 522 key attribute 312 key field 284 key variable approach 35 keyboards 87–8 inputting 512 Kismet Ltd case study 419, 420–1 automation boundaries 515–19 data analysis 476, 484–6 data flow diagrams 444, 447–50, 453, 507–8, 532–3 data modelling 476 data store design 537–8 decision tables 456–61 detailed design 531–4 entity diagram 486, 492–4 feasibility study 430, 431 inefficiencies 506–7 investigation into 426–30 logic flowcharts 462–3 new requirements 503–5 parallel changeover 551 rich pictures 582–4 scope and objectives 421–2 structured English 468–9 systems flowcharts 441–4 users of system 541–2 knowledge-acquisition subsystem 610–14 knowledge base 607 knowledge elicitation 611–12 knowledge representation 623–35 attribute-value pairs 623–4 frames 632–3 logic 633–5 object-attribute-value triples 624–6 semantic networks 626–32 knowledge-representation language (KRL) 610 Laissex-faire in end–user applications 266, 267 LAN see local area networks laser printers 108 LCD (liquid crystal display) output 106 legal services on internet (mini case study) 223–4 liability 377–8 Life cycle CASE 560 life cycle of information systems 404–11 stages 412, 591 structured approach and 411–12 Lift Express (case study) 599–00 line printers 108–9 link layer in OSI 163 link record 303 linkages in value chain 62 Linux (mini case study) 190 658 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index liquid crystal display (LCD) output 106 LISP 128 list structure 290 local area networks (LANs) 139, 158–60 and internet 175, 177 local transmission links 158–60 logic 633–5 logic flowcharts 461–5 logical design 575, 576 logical structures of records 287–9 logical test data 545 logical views of data 287–9, 294 London Stock Exchange (mini case study) 10 lower CASE 560 machine code 123, 128 macros 123 magnetic cards 361–2 magnetic disks 96, 101–3 output to 109 magnetic ink character readers 91–2, 512 magnetic tape 96, 103–5 output to 109 mailbox 185 main memory 111–12 operating system management of 120 MAN (metropolitan area networks) 160 management information systems (MIS) 1, 25–37 and data processing 32 databases 28–31 applications software 30 direct enquiry 31 models 30 decision making 31–3 design of 33–6 approaches to 34–6 attributes 33–4 growth of 27–8 historical development 26 production of 36–7 subsystems in 31 manufacturing resource planning (MRP) 66 mapping schemas for databases 300 market segmenters 221, 228 master file 289 master-slave interaction 147 measure of performance 17 megahertz 114 menus 121, 539 messages 148, 565 method 564 method selection 126 metropolitan area networks (MAN) 160 microchip 81 microcomputer 81 microcomputer databases 322 microprograms 112 Microsoft operating systems 121 Microsoft Access 130, 322 Microsoft FrontPage 194 Microsoft Office 119 microwave transmission 153–4 middlemen, absence of in e-commerce 212 MIME (multipurpose Internet mail extension) 187 mini case studies see also case studies Bluetooth 155 broadband 176–7 business information systems strategy 50 business intelligence software 63 business process management 69–70 business to business 219 census data 3–4 competitive advantage 53 corporate governance 372, 374–5 crime and ethics 379 data warehouses and data mining 328–9 databases 295–6 decision support systems 244–5 distributed and centralized data storage 146–7 domain names 179–80 e-procurement 225 EDI 167–8 electronic patient records 202–3, 366 end–user systems for decision support 250–1 expert systems 622 GE 72 Global Positioning System 154 grid computing 161 hierarchical databases 310–11 hospital data input devices 96–7 instant messaging 264 internet connection 184 internet retailing on internet 222–3 legal services on internet 223–4 Linux 190 London Stock Exchange 10 modelling decision support systems 246 NHS information system 14 object-oriented databases 321 OLTP 323–4 open source software 122 parcel tracking services 228, 229 passports and fraud 376–7 personal computers 83–4 personal portals 268 processor power 132–3 processors 115–16 river traffic tracking 26 Simple Object Access Protocol 195–6 Smart car 68 software piracy 347 speech recognition 89–90 spreadsheet reporting 253–4 systems failure 411 tablet PCs 82 text message output 110 659 •• •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index mini case studies (continued ) voice output synthesizer 107 weather forecasting 213 website design 274 Wi-Fi 155 Wimbledon Web site 229–30 worms 350 mini case study Google 227 mirror sites 201 MIS see management information systems m:n relationships 302, 303, 478–9 model generators in decision support 256 models and schemas 300–2 modem 149 moderator 520 modular approach to changeover 549, 550 modular design 530–4 modules 527–8 modus ponendo ponens 615, 616, 635–6 modus tollendo tollens 615, 616 monitoring utilities 298 monitors 106 monopolistic approach to end–user applications 267 mormalization of data 487–91 Mosaic 191 MRP (manufacturing resource planning) 66 MS-DOS 121 multi-tasking 115 multimedia input devices 88–9 multiplexer 150 multiplexing 150, 151 multiprocessing 120 multiprogramming 120 multipurpose Internet mail extension (MIME) 187 name tree 649 National Center for Supercomputing Applications (NCSA) 191 National Science Foundation (NSFNET) 175 NCSA (National Center for Supercomputing Applications) 191 nearest neighbour classification 327 Net PC client 145 Netscape Navigator 191 network databases 302–6 allowable representation 305 data manipulation 306 involuted relationships 305 structure 303–6 network layer in OSI 163 networks 84 case study 207–8 and communication 147–61 remote data entry using 95–6 neural networks 328 new entrants in five forces model 52 newsgroups 188 NHS information system (mini case study) 14 Nolan stage model 55–8 NOMAD 128 non-programming end–user 260 notebook computers 81 NSFNET (National Science Foundation) 175 null approach 35 object-attribute-value triples 624–6 object behaviour analysis 568–9 Object Management Group (OMG) 570 object-oriented analysis (OOA) 126, 564–74, 597 benefits 572–4 concepts 564–5 and systems analysis and design 577–8 object-oriented database management systems 320–1 object-oriented databases 320–1 mini case study 321 object-oriented databases (OODBs) 126 object-oriented design (OOD) 126, 570 object-oriented information systems 320 object-oriented languages 126–7 object-oriented programming languages (OOPLs) 126 object structure analysis 566–8 object type 564 objects 564–5 and mark-up languages 195–6 request 567 OCR (optical character recognition) 90, 512 office suites 119 OMG (Object Management Group) 570 OMR (optical mark readers) 94–5, 512 1:1 relationships 479 1:n relationships 301, 478 online analytical processing (OLAP) 251 online systems 511–12 online transaction processing (OLTP: mini case study) 323–4 OOA see object-oriented analysis OOD (object-oriented design) 126, 570 OODBs (object-oriented databases) 126 OOPLs (object-oriented programming languages) 126 open source software (mini case study) 122 Open Source Software (OSS) 190 Open Systems Interconnection (OSI) 139, 162–4, 175 operand in control unit 113 operating systems 119–22 functions 119–20 operation 564 operational planning 9–10 operational prototypes 269 operations manager 364 operator in control unit 113 opt-in policies 374 opt-out policies 374 optical character readers 90–1 660 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index optical character recognition (OCR) 90, 512 optical disks 96, 99–101 output to 109 optical fibre transmission 152, 153 optical mark readers (OMR) 94–5, 512 Oracle 130, 161, 322 organization charts 427–8 organizational feasibility in systems project 434–5 OSI (Open Systems Interconnection) 139, 162–4, 175 OSS (Open Source Software) 190 output design 538–42 output devices 106–9 selection factors 109 outputs 16 operating system handling 120 outsourcing 70–2 packet assembler/disassembler (PAD) 156, 157 packet-switched networks 156–7 packet switching 180 paging 120 palmtop computers 82 parallel approach to changeover 548–50 parallel processing 114 parallel transmission 150–1 parcel tracking services (mini case study) 228, 229 parent record 307 passports and fraud (mini case study) 376–7 patents 377 Pentium IV chips 115 personal computers (mini case study) 83–4 personal digital assistants (PDAs) 82 personal portals (mini case study) 268 personnel controls 346 PEST analysis 54 phased changeover 549, 550–1 physical controls 346 physical design 575, 576 physical layer in OSI 163 physical structures of records 287–9 physical views of data 287–9 pilot approach to changeover 549, 550 pivoting 325–7 platform 81 plug-ins 198–9 point-of-sale (POS) system 93 pointing device 121 polymorphism 126 pornography 375 portals 204–5 post-implementation audit 552 PowerPC processor (IBM) 116 predictor in feedforward control systems 343 preprinted character recognition 512 prescriptive ethics 371 presentation layer in OSI 163 preventive control systems 344–6 functions, separation of 345–6 personnel controls 346 physical controls 346 primary activities 60, 61 primary key 284 printers 107–9 privacy 373–4, 378–9, 382–3 procedural knowledge 608–9 procedural languages 128 procedures manual 345 process in feedback control systems 341 process design 526–30 process modelling 495–7 process status registers 113 processes 16 processor power (case study) 132–3 processors (mini case study) 115–16 program branching instructions 116–17 program development 543–6 programmers 365, 398 programming-level end-user 261 programs concept of 116–17 data independent of 293–4 projection in SQL 317 projects managers 364 PROLOG 125 protocol analysis 613 prototype software 129 prototyping in end–user applications 268–70 public key cryptography 360–1 public switched telephone networks 156 public transmission links 155–8 asymmetric digital subscriber line 158 cable 158 integrated services digital network 157–8 leasing 155–6 packet-switched network 156–7 public switched telephone network 156 pull marketing strategy 230–1 push marketing strategy 230–1 query by example 318–19 query languages 297 QWERTY keyboard 87 RAD see Rapid Application Development radio frequency identification (RFID) 190 RAID (Redundant Array of Independent Disks) 103, 104 RAMIS 128 random-access memory (RAM) 112 random files 290 random test data 545 Rapid Application Development (RAD) 546, 556, 562–4, 597 case study 600–1 concepts 562–3 and e-commerce 563–4 661 •• •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index re-engineering 560–1 read-only memory (ROM) 112 read/write optical disks 100 receivers 148 reciprocal arrangements 234 record type 283 records 286–7 fixed and variable length 288–9 on magnetic tape 103 physical and logical structures 287–9 recovery of databases 298 reduced instruction set computer (RISC) chips 114 Redundant Array of Independent Disks (RAID) 103, 104 Regulation of Investigatory Powers Act (UK, 2000) 376 relation 311 relational databases 311–20 assessment of 319–20 data manipulation 314–16 query by example 318–19 schemas 314 SQL 316–18 structure 311–14 relationships 477, 483 types 478–80 relevant system, identification of 585–6 relocation of intelligent agents 643 remote data entry 95–6, 512 remote procedure call (RPC) 196 report generators 298 requirements specification 558 resolution principle 636–7 responsibility 370–9 reverse auction 226–7 reverse engineering 560–1 review leader 520 RFID (radio frequency identification) 190 rich pictures 582–5 ring topology 140 RISC (reduced instruction set computer) chips 114 risk identification 383–6 heuristic approaches to 386 river traffic tracking (mini case study) 26 roll-up and drill-down 327 ROM (read-only memory) 112 root definition, identification of 586 roots 306 routers 181 RPC (remote procedure call) 196 rule induction 328 Sabah Credit Corporation (mini case study) 146–7 satellite links 153 scanners 88–9 schemas and models 300–2 screen design 539 SDLC (synchronous data link control) 162 search engines 198 second generation computers 80 second normal form 489–90 security in database approach 294 as entry barrier to e-commerce 216 selection in SQL 317 semantic networks 626–32, 648 links 628–32 nodes 626–8 semi-structured decisions 12 senders 148 sensor in feedback control systems 341 sequence diagram 572 sequence registers 113 sequential-access storage 98 sequential files 290 serial printers 108 serial transmission 150–1 session layer in OSI 163 SGML (Standardized General Mark-up Language) 194 signature access 362 Simple Object Access Protocol (SOAP) 195–6 Simula 126 simultaneous multi-threading (SMT) 115–16 slack capacity 21, 22 slice and dice 327 Smalltalk 126 Smart car (mini case study) 68 smart cards 96, 362 SNA (systems network architecture) 162 sniffing 376 SOAP (Simple Object Access Protocol) 195–6 Society for Worldwide International Financial Transfers (SWIFT) 165–6 socio-technical analysis and design 589–94, 597 soft approaches to systems analysis and design 580–95 Checkland’s approach 581–9, 594–5 socio-technical analysis 589–94 participation 590, 595 roles 590–1 soft copy 106 software 116–30 applications packages 117–19 assembly language 123–4, 128 costs in database approach 295 fourth generation languages 127–30, 128 high-level languages 124–5 machine code 123, 128 object-oriented languages 126–7 operating systems 119–22 program, concept 116–17 software controls 539 software piracy (mini case study) 347 sorting data 662 •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Index source program 123 spamming 376, 643 specialist service providers 221, 227 speech recognition (mini case study) 89–90 speed of management information systems 27 spreadsheets in decision support systems 247–54 design of 252–3 reporting (mini case study) 253–4 SQL (Structured Query Language) 128, 130, 316–18 staff development 547 stages in analysis and design 575 standard cost systems 343 Standardized General Mark-up Language (SGML) 194 standards in database approach 294 star topology 140 start instructions 117 stop instructions 117 storage 16 store and forward 185 strategic business planning 46–8 developing 48 and future performance 48 mission and objectives 47 strategic grid 64–5 strategic planning 8–9 streaming audio/video 199 structure charts 528–30 structured decisions 11–12 computational support for 245–6 structured English 465–9, 529, 544 structured programming 543, 597 Structured Query Language (SQL) 128, 130, 316–18 substitute products in five forces model 52 subsystems 18–19 decoupling 20–2 summarizing data Sun Microsystems 81, 116 Sun SparcStation 81 suppliers in five forces model 50–1 supply chain event management (case study) 41–2 support activities 60, 61 SWIFT (Society for Worldwide International Financial Transfers) 165–6 swipe cards 96 SWOT analysis 48 synchronous data link control (SDLC) 162 synchronous transmission 151–2 system design applications packages 513–14 automation boundaries 514–19 batch and online systems 511–12 centralized and distributed systems 509–10 file-based and database systems 510–11 formal reviews 520–1 hardware 514 input methods 512–13 structured/functional approaches to 575–6 transition to 502–8 inefficiencies 505–7 new requirements 503–5 physical aspects 507–8 walkthroughs 519–20 system specification 542 systems 15–25 control 24–5 hierarchy 19–20 model of 15–18 boundary of 18 environment of 17 inputs/outputs 17, 18 objectives 17 piecemeal approach 22–4 subsystems 18–19 total systems approach 22–4 systems analysis 438–9 contemporary methodologies and tools 595–6 data flow diagrams 444–55 decision tables 456–61 flowcharts for 439–44 hard approaches to 574–80 logic flowcharts 461–5 soft approaches to 580–95 structured English 465–9 structured/functional approaches to 574–80 systems analysts 365, 398, 520–1 systems changeover 548–51 systems developers 398 systems failure and ERP 414–16 mini case study 411 systems flowcharts 439–44 systems manager 364 systems network architecture (SNA) 162 systems programmers 364 systems project feasibility study 430–6 initial stages 418–21 scope and objectives 421–2 systems investigation 422–30 systems software 116 tablet PCs 81 mini case study 82 tactical planning tape streamers 105 TCP (Transmission Control Protocol) 175, 183 technical feasibility in systems project 433–4 tele/computer conferencing 257 TELNET 188 testing 543–6 text message output (mini case study) 110 theft 375 thermal printers 108 663 •• •• Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn Tai lieu Luan van Luan an Do an Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn