Lecture Business management information system - Lecture 17: Managing information. This chapter presents the following content: Managing information and types of information, data warehouses and managing data warehouses, document management, content management, case studies.
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SS Today’s Lecture
= We will cover today,
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Managing Information
= Once enterprises get their data into shape, that data can more easily be turned into information
“Information is power.”
“We are in the Information Age.”
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Managing Information
Technology = infrastructure;
Asset = information that runs on that infrastructure
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Managing Information Four Types of Information
= In Figure 7-3 we looked at a matrix representing the full scope of data information resources:
# Internal record-based information, such as those found in databases
Which we discussed in detail but there are others:
" Internal document-based information, such
as reports, opinions, e-mails and proposals
Pertains to concepts: ideas, thoughts, etc
" External/record-based information, such as
acquisition from external databases
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Item of interest Entity Concept or idea
Attribute of item Field Set of symbols
All attributes for item Record Logical paragraph
All related items File Document
A group of related files Database File cabinet
A collection of databases Application system Library, records center
Data models Hierarchical, Keywords, hypertext
(representational approaches) relational, etc
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Managing Information
Four Types of Information cont
= Internal record-based information was the original focus
of IS departments because It is the type of information
that computer applications generate and manage easily =" External record-based = accessible via Internet or public
databases
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Managing Information
Four Types of Information cont
= Until recently = little attention to internal and external document-based information because It was so difficult
to manipulate in computers
Intranets changed this
Documents = integral part of information on these sites
“ Responsibility = now on IS, even if just for technical issues
= Four areas were responsibility of different areas but now
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Typical Information Technologies Corporate Authority Sources Used Internal Information Transaction DBMS
record-based systems processing Data dictionaries information department Organizational Enterprise
units data analysis
techniques Internal Administrative Corporate Word processing
document-based vice president memos, letters, Micrographics information Word processing center repor's forms, Reprographics
Records management — Text-retrieval products External End users Public databases Internet-based
record-based Corporate planning services
information Financial analysis Public networks Marketing Analysis packages External Corporate library Public literature Bibliographic
document-based News services services
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Managing Information Data Warehouses
" Data warehouse: Houses data used to make decisions
This data is obtained periodically from transaction databases
The warehouse provides a snapshot of a situation at
a specific time
" Data warehouses differ trom operational databases In that they do not house data used to process daily
transactions
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Managing Information
Data Warehouses
Data warehouses = not so ‘time critical’
Like ERP systems, they, too, spurred getting record- based data into shape
=" The most common data warehoused are customer data,
used to discover how to more effectively market to
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Managing Information
Data Warehouses cont
= The simplest (MIS) tools generate perforated reports or
permit ad hoc queries
= Warehouses are reaching beyond reporting internal data
They are being combined with purchased data,
such as demographic data, late breaking news and even weather reports, to uncover trends or
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= Metadata: The part of the warehouse that defines the data Metadata means “data about data.”
Metadata explains the meaning of each data element, how each element relates to each other, etc
lt sets the standard — without it data from different
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Managing Information
Data Warehouses cont
=" Quality data: Is the cleaning process to adhere to metadata standards
The older the data the more suspect Its quality
= Data marts: Is a subset of data pulled off the warehouse for a specific group of users
In the early 1990s, one huge warehouse was
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Managing Information
Data Warehouses cont
5 Steps in a Data Warehousing Project:
Define the business uses of the data
Create the data model for the warehouse
= e defining the relationships between the data elements
Cleanse the data
Select the user tools
= Consider the users point of view by selecting the tools they will use & then training them on tool
use
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Data Warehouses cont
M Data warehouses are seen as strategic assets that can
yleld new insights into customer behavior, internal
operations, product mixes and the like
M But to gain the benefits, companies must take the step of reconciling data from numerous legacy systems
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OWENS & MINOR
Case Example: Data Warehousing
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OWENS & MINOR
Case Example: Data Warehousing
@ Not only for internal use but as the basis for new revenue-generating services to customers and Suppliers
M Shows how innovative companies can use advanced
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OWENS & MINOR
Case Example: Data Warehousing cont
M This distributor of name-brand medical and surgical Supplies uses ERP, data warehousing, and the Web
Not only for internal use of data
But as the basis for new revenue-generating services to customers and suppliers
M@ itis using its data for competitive advantage
lt augmented its ERP system to automate order forecasting, which:
Improved inventory turns
Lowered ordering rates from five-times-a-week to once-a-week, and
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OWENS & MINOR
Case Example: Data Warehousing cont
It implemented an Internet-based inventory
management system so that customers could order
over the Internet, even using handheld devices lt even offered access to Its data warehouse and decision support software to customers and
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OWENS & MINOR
Case Example: Data Warehousing cont
M Delivering this information over the Web has:
Strengthened its relationships with trading partners
Given it a market-leading feature to entice new customers, and
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OWENS & MINOR
Case Example: Data Warehousing cont
M@ When the system was rolled out, it was the first “e- business Intelligence application” in the medical and Surgical supply distribution industry
M Asaresult, O&M has become an important
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Managing Information
Document Management
=" Even in today’s Internet-rich world, paper still plays a
major role in most enterprises
= There is also a need to move seamlessly between digital
and printed versions of documents; hence, the importance of document management
= The field of electronic document management (EDM)
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Managing Information
Document Management
= EDM addresses organizing and managing conceptual, descriptive, and ambiguous multimedia content
= Applying technology to process traditional documents makes a major change in what documents can
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Managing Information
Document Management cont
= — It is hard to think of anything more pervasive and fundamental to an organization than documents
The impact of applying emerging technologies to
document management Is potentially significant EDM contributes to business process redesign
= — Numerous EDM applications generate value The ‘Big
3° are:
To improve the publishing process
To support organizational processes
To support communications among people and groups
= The concept of just-in-time (printing, publishing and forms processing) pervades the design philosophy in
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Document Management:
Improving the Publishing Process
= Technology enables a major restructuring of the process of publishing and distributing paper documents
= Traditional Process — designed primarily for high volume
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Document Management:
Improving the Publishing Process
Process has inefficiencies:
Infrequent long print run requires storing documents
which become obsolete between runs
60% of the total cost of delivering theses documents
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Document Management:
Improving the Publishing Process cont
= Figure /-/ shows the steps in the revised publishing/distribution process using newer technologies
Documents are stored electronically, shipped over a
network, and printed when they are needed
= The major benefits result from reducing
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= Decided to produce a paper book of abstracts, with a CD ROM of the full papers
= Many participants wanted to see the full papers at the conference
= A month before the proceedings participants can use a Web site to choose 20 papers they would like to have in their personal paper proceedings
= Additional papers can be printed individually using a “orint on demand” service
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Document Management:
Supporting Communication Among People and Groups = The value of documents is that they transfer information
across time and space
Internet can help but often still rely on ‘paper’ documents
" EDM can be used to facilitate such communications
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TAPIOLA INSURANCE GROUP
Case Example —- EDM: Supporting Communications
Among People and Groups
= Tapiola Group offered 150 kinds of insurance policies with 300 different insurance policy forms
All preprinted by an outside print shop =" Reprinting new forms often took weeks
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TAPIOLA INSURANCE GROUP Case Example —- EDM: Supporting Communications Among People and
Groups cont
Document Processing Goals
= Investigate alternate way to print policies & statements Goals:
Reduce costs
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TAPIOLA INSURANCE GROUP Case Example - EDM: Supporting
Communications Among People and Groups cont
Give Tapiola marketing people new ways to advertise insurance products
To make Tapiola “the most personal insurance
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Groups cont
= Switched to plain paper printers from Rank Xerox
= Products for electronic document processing — document can included text, data, image & graphics
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TAPIOLA INSURANCE GROUP
Case Example —- EDM: Supporting Communications Among
People and Groups cont
Decentralized Expansion
= Document processing conversion — one part of the effort to Improve & humanize their customer correspondence
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Case Example —- EDM: Supporting Communications
Among People and Groups cont
= Mission accomplished: $$$ OOO
Tapiola is seen by Finland citizens as a dynamic company - & have the best
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Document Management:
Supporting Organizational Processes
= Documents are still the vehicle for accomplishing most
processes In organizations
Many such = “Workflow systems” — heavily based on
the physical circulation of paper forms
= The use of technology to support processes generates Significant value in reducing physical space for handling forms, faster routing of forms, and managing and
tracking forms flow & workload
= In addition to improving transaction-oriented business processes with EDM, many organizations are improving the management processes of reporting, control,
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TENNESSEE VALLEY AUTHORITY
Case Example: EDM: Supporting Organizational Processes
Largest supplier of power in US
Revamped maintenance management system
System relies on documents such as manuals, drawing & work instructions that are regulated by
the government
M Analyzed & charted existing work processes,
determined which improvements were most needed
M investigate how to do so and discovered work orders were inextricably linked to document workflow & the
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TENNESSEE VALLEY AUTHORITY
Case Example: EDM: Supporting Organizational
Processes cont
M New process -— electronically combined maintenance orders in one system with procedural document
management in another system, & eliminated a
number of existing systems that didn’t talk to one
another
Maintenance workers can now access
documentation on equipment, parts and records as well as work instructions from desktop machines Work orders are generated electronically and then
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Case Example: EDM: Supporting Organizational Processes cont
= The system has been successful — BUT — the team
underestimated the change management effort needed
Including bringing many employees up to speed on
using computers
= Labor savings were large
The average amount of human time spent
processing a work order has decreased by almost half from 39 hours to 23 hours
= Improved document management system Is
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= Amajor reason content has become important to ClOs Is because It is a core management discipline underlying
online business
O Without production-level Web content, management
processes, and technologies, large-scale e-business
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Content Management
Use of XML moves Web content from being ina
human-only readable format to being in a computer- readable format
Thus, the content can be passed to back-end
transaction processing systems and cause an action to take place
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Managing Information
Content Management cont
" To create a content management strategy,
companies need to understand the three phases of the content management life cycle: