Management meeting and exceeding customer expectation 8th ch17

Information Management Systems Chapter 17 MANAGEMENT Meeting and Exceeding Customer Expectations EIGHTH EDITION Prepared by Deborah Baker Texas Christian University Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved learning objectives Describe the seven characteristics of useful information Describe the three functions of an effective information system (IS) Describe the five guidelines for establishing an information system (IS) Describe the basic functions of a computerized information system (CIS) Chapter 17 Describe the two basic data processing modes Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved learning objectives (continued) Discuss the various methods used for linking computer systems Explain the purposes of decision support systems (DSSs) Discuss the four challenges that must be met by Chapter 17 managers of an information system Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 11 Information Management Systems Information Information Technology Technology Chapter 17 Information Information System System Manual and electronic means for creating and handling intellectual capital and facilitating organizational communication An organizational subsystem enabling an organization to share intellectual capital and create and maintain a working environment in which employees can exploit it Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 11 Characteristics of Useful Information Understandable Understandable Reliable Reliable Relevant Relevant Complete Complete Concise Concise Timely Timely Chapter 17 Cost-effective Cost-effective Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 22 Information Management Systems Management Management Information Information System System  A subsystem within an organization’s IS designed to serve the specific information needs of all decision makers Chapter 17  A formal collection of processes that provides managers with the quality of information they need to make decisions, solve problems, implement change, and create effective and efficient working environments Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved Chapter 17 22 A Simplified MIS for an Oil Company Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 22 Functions of an Effective IS Assist organizations and their members in achieving their objectives Facilitate information access Chapter 17 Facilitate information flow Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved Guidelines for Developing an IS Chapter 17 33   Involve users in the system design  Establish clear procedures for gathering, sorting, interpreting, displaying, storing, and distributing data and for interacting with the system  Ensure that technical specialists and the people they support understand the specialist’s function and roles  Build an IS and MIS staff of sufficient quantity and with skills needed to adequately provide services Establish clear lines of authority and leadership for the IS personnel Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 44 Computerized Information Systems Chapter 17 Computerized Computerized Information Information System System An MIS built on computer hardware and software to collect and process data and store and disseminate the resulting information Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 10 Evolution of the Computer 44 1960s: 1960s: 1970s/80s: 1970s/80s: Used Used by by banks banks to to automate automate check check processing processing Used Used to to send send and and receive receive purchase purchase orders, orders, invoices, invoices, and and shipping shipping notifications notifications Enabled Enabled engineers engineers to to work work on on design design specifications, specifications, drawings, drawings, etc etc 1990s: 1990s: Made Made electronic electronic commerce commerce affordable affordable Enabled Enabled company company communication communication networks networks Chapter 17 1980s: 1980s: Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 11 44 The Basic Function of a CIS Computer Computer Operations Operations System System Programming Programming Data Data Entry Entry Application Application Program Program Development Development Application Application Program Program Maintenance Maintenance Data Data Management Management Chapter 17 Communications Communications Management Management End-User End-User Computing Computing Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 12 Problems with End-User Computing 44 Control Duplication of software and hardware Orderly, authorized access to the Chapter 17 organization’s:  systems  database Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 13 Computer Hardware 44 Chapter 17       Input devices Control unit Central processing unit (CPU) Storage devices Output devices Software Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 14 Chapter 17 55 Data Processing Modes Batch Batch Processing Processing Data are collected over time and entered into database according to prescribed policies and procedures Transactional Transactional Processing Processing Data are received about a company’s ongoing operations and entered into data banks as each transaction occurs Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 15 Chapter 17 66 Linking Computer Systems-Protocol SMTP SMTP e-mail e-mail NNTP NNTP Usenet Usenet news news groups groups FTP FTP file file transfer transfer DNS DNS server server exchange exchange World World Wide Wide Web Web HTML HTML and and HTTP HTTP Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 16 77 Decision Support System Decision Decision Support Support System System A specialized variant of a CIS  Joins a manager’s experience, judgment, and intuition with the computer’s data access, display, and calculation processes  Allows managers to interact with linked programs Chapter 17 and databases Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 17 Artificial Intelligence AI 77 Artificial Artificial Intelligence Intelligence Chapter 17     The capability of computers to learn, sense, and think for themselves Voice-recognition systems Speech synthesis programs Computer vision Neural networks Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 18 Chapter 17 77 Group Decision Support System Interact Interactwith with group groupmembers members Exchange Exchange information, information,data, data,ideas ideas Brainstorming Brainstorming and and problem problem solving solving Facilitate Facilitate conferencing conferencing Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 19 Executive Information Systems 77 Executive Executiveuses usesinclude… include…       Forecasting Strategic planning Performing risk and cost–benefit analyses Running business game simulations Linear programming Monitoring quality, productivity, ethics, and social responsibility efforts Chapter 17  Monitoring critical success factors and stakeholder expectations Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 20 MIS Challenges 88 An Anorganization organizationmust mustconfront… confront…  Overcoming resistance to the new and different  Enabling employees to use the system  Deciding what operations to keep and what to outsource  Evaluating the results of the system’s Chapter 17 operations Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 21 Gartner Group TCO Lifecycle Model 88 Chapter 17 TCO TCO Management Management TCO TCO Analysis Analysis TCO TCO Improvement Improvement Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 22 ... storing, and distributing data and for interacting with the system  Ensure that technical specialists and the people they support understand the specialist’s function and roles  Build an IS and. .. Information Management Systems Information Information Technology Technology Chapter 17 Information Information System System Manual and electronic means for creating and handling intellectual capital and. .. Information Information System System An MIS built on computer hardware and software to collect and process data and store and disseminate the resulting information Copyright ©2005 by South-Western,