MỤC LỤC
— Liru trir thong tin: Cac thong tin khong chi dugc xu ly de su dpng ngay tai then diem doanh nghiep thu nhan dugc nd, ma hon the, trong tuomg lai, khi tien hanh phan ti'ch de xay dung cac kd hoach moi hoSc dua ra cac quyet dinh cd tinh hp thong, cac thong tin nay van can de su dpng. Vi dp, khi su dpng may tinh de viet bai t^p lorn, ta can phAi su dpng phan cung (may tinh vai cac thiet bj di kern nhu man hinh, bAn phim, 6 dia cung,.), phan mem (Microsoft Word), du lieu (tir ngu, cau van vA doan van trong bAi t$p), cAc quy trinh (phuomg phAp khai dpng mAy tinh, ma phan mem so^in thao, nhap vAn ban, in vAn bAn, luu gift bAi tap I(5m vAo dia cung hoac USB) vA nhan su (chinh 1A ngudi lAm bAi t(ip).
Cac thanh phan chinh cua he thong thong tin. Doi vai mot he thong phuc tap nhu he thong dat ve may bay, ta cung thay day du cac thanh phan co ban nay. Phan cung bao gom nhieu may tinh ket noi mang vdi nhau. Phan mem bao gom nhieu dang phan mem: phan mem quan ly thong tin dat ve may bay, phan mem ho trq truyen thong trong mang,.. He thong nay chac chan phai luu tru mot khdi hrorag du lieu cue Ion ve cac chuyen bay, gib bay, hanh trinh bay, thong tin lien quan tai khach hang dat cho va hang loat cac thong tin cd lien quan khac. Cudi cung, hang tram tham chi hang ngan nguai co lien quan tod he thong nay, khong chi la nhung nhan vien cua cac phong ve cua cac hang hang khong, ma con gom ca khach hang va nhung ky thuatvien xay dang va dam bao cho he thong lam viec tot. Dieu quan trong a day la do ca nam thanh phan noi tren deu cd lien quan tai tat ca cac dang he thong thong tin tu he thong phuc tap nhat den he thong don gian nhat, nen khi nghien cun va xay dung mot he thong thong tin, ta can xem xet va nghien cuu ca nam thanh phan nay. Giao trinh se lan luot gioi thieu ve ca nam thanh phan cua he thong thong tin trong cac chuong tiep theo. Vai tro va tac dong cua he thong thong tin trong doanh. thong tin da thyc sir tro thdnh mpt cong cp, mpt vu khi chien luge de c&c doanh nghipp danh dirge iru the canh tranh tren thj tnrdmg va duy tri nhung the manh san co. Cd the ke ra day mpt so nhung anh huorng quan trgng cua hp thong thong tin quan ly giup edc doanh nghiep cd dirge nhung iru the canh tranh mA hp mong muon:. 1) Dau tu vao cong nghp thong tin se giup hogt dgng dieu hanh doanh nghiep trot nen hieu qua horn. Thong qua do, doanh nghiep cd kha nang cat giam chi phi, tang chat Iirgng san pham va hodn thien qua trinh phan phoi san pham va dich vu cua minh. Hien nay, nhieu nha may san xuat 6 to da sir dung cong nghe san xuat cd ho trg cua may tinh de dieu khien qua trinh san xuat va kiem tra chat Iirgng san pham. Viec phan phoi xe 6 to va cac phu tung thay the, cung nhir viec chi tra cua khach hang, thong tin ve ban hang hay ve tinh hinh tai chinhgiua cac vung khac nhaudeu sir dung mang vien thong. Nhd phirong thuc do, doanh nghiep da hoat dong hieu qua hom rat nhieu va dong thcri cung giam dugc chi phi a mire Idn nhat cd the. Nhin chung, phirong thuc sir dung hp thong thong tin trong quan ly phii hgp voi cac doanh nghiep cd chien luge giam chi phi. 2) Xay dung he thong thong tin se giup cac doanh nghiep co dirqrc iru the canh tranh bangeach xay dung moi quan he chatche v&i ngircri mua hang va cac nha cung cap. Phan Idn cac cong ty vien thong deu rdt chu trong hoat dong nay. Ho khuyen khich khachhang qua viec mua ban va cungcap cac dich vu thong tin nhanh nhatcd the. 3) Mpt tac dung khac cua he thong thong tin la khuyen khich cac hoat dong sang tao trong doanh nghiep. Do la qua trinh phat trien san pham moi, dich vu moi va cac qua trinh san xuat hoac hoat dong moi trong doanh nghiep. Viec nay cd the tao ra cac co hpi kinh doanh hoac cac thi tnrdmg moi cho doanh nghiep. 4) Mot trong nhung van de can nhan manh o day la viec tao thanh cac chi phi chuyen doi trong moi quan hp giua doanh nghipp voi khach hang hoac nguoi cung cap cua nd. Dieu do cd nghTa la, khach hang hoac nguoi cung cap hang bi gin chat vao cac thay doi cong nghe ben trong doanh nghipp va hg se phai chiu nhung chi phi dang kd ve thcri gian, tien bac, cung nhu sir khong thuan tien neu hp chuyen sang su dung hoac cung cap sdn pham cho mot doanh nghipp khac. Viec cac hang hang khong dau tu xay dpmg he thong thong tin tronghang mpt each hoan hao do do trg giup cho he thong dat vd t\r dpng cua minh chinh la mptbieu hipn cua vipc dau tu vao he thong tin da dem lai uu the canh tranh cho cdc hang nay. 5) Dau tu vdo cong nghp thong tin con cd kha nang tao ra mpt so dang hoat dong mdi cua doanh nghipp. Quan trong horn, thoi ky nay, cac doanh nghiep bit diu tan dung the manh cua Internet tao dicu kicn cho nhan vien cua minh co the co thong tin, du lieu moi nori, moi luc, tao kha nang h6 trg cao nhit cho cac hoat dong cua nhan vien a moi nai, tren moi thi truong va nho vay don bit nhanh nhat mgi co hgi kinh doanh d£n voi doanh nghiep.
Them vao do, co nhieu mo hinh cung cap DTDM khac nhau nhir: dam may rieng (private) trong pham vi mang intranet cua mpt doanh nghipp; dim may cong cong (public cloud) tren nen Internet; dam may cho mpt nhom doanh nghipp (community cloud), vi du trong cac khu cong nghipp; hoac sir ket hop cac mo hinh nay veri nhau, cho phep doanh nghipp cd nhieu l\ra chpn trong vipc ung dpng DTDM. Doanh nghiep ngay nay can quan tam den DTDM vi: khung hoang nang lugng, khong lau nua cac trung tam du lieu se tieu ton tien dau tu cho nang lugng tuang duang dau tu vao phan cung; biing nd thong tin: cac thong tin y te chiem tori 30% du lieu luu tru toan cau vao nam 2010; cac dieu kien ve kinh te toan cau dang gay sue ep len cac cong ty khien ho phai tim each van hanh hieu qua han; cac nen kinh te mai noi dang tang toe (Nguon: IBM Viet Nam).
Cac cong ty vien thong khong nhat thiet phai tur minh xay dung cac dich vu DTDM ma hp co the hgp tac vai cac cong ty phan mem de cung cap cac dich vy ung dyng nghiep vy nhu ke toan, quan tri doanh nghiep tren nen tang hp tang san cd cua minh. Doanh nghiep ngay nay can quan tam den DTDM vi: khung hoang nang lugng, khong lau nua cac trung tam du lieu se tieu ton tien dau tu cho nang lugng tuang duang dau tu vao phan cung; biing nd thong tin: cac thong tin y te chiem tori 30% du lieu luu tru toan cau vao nam 2010; cac dieu kien ve kinh te toan cau dang gay sue ep len cac cong ty khien ho phai tim each van hanh hieu qua han; cac nen kinh te mai noi dang tang toe (Nguon: IBM Viet Nam). Cdc doanh nghiep co the dp dung c6ng nghp thong tin de dyt dirge nhung myc tieu kinh doanh ma hp dat ra nhir thd nao?. Trong tuong lai, cac doanh nghipp co the ap dung cac thanh tyru cua cong nghe thong tin vd truyen thong trong nhirng Imh vyc ndo?. Co ngucri cho ring, phan lorn nhung kho khan ma chung ta gap voi hp thong thong tin quan ly se bien mat khi mdy tinh tro nen nhanh horn va re hem. Anh/chi co thong nhat voi y kien do khong?. Hay mo ta nhung xu huong thay d6i chinh trong cong nghe thong tin vd truyen thong. Cong nghe thong tin thay doi cd the anh huomg tori cong viec vd cupc song cua anh/chi nhu the nao?. Hay liet ke nam chu de quan trpng nhat ma anh/chi cho rang can dupe de cap toi trong mon hpc nay. Gia su anh/chi dang tim viec va anh/chi muon luu lai cac thong tin ve cac cong ty, dia chi lien he vangucri can lien he taimoi cong ty nay. a) Hay tao mot bang tinh vdri cac cpt co tieu de: Ten cong ty, Website, Thanh pho,Ngay lien lac, Ngucri lien lac, Email, So DT, Ghi chu. b) Hay cho mpt vai du lieu mang tinh vi dy vao bang tinh do. c) Hay mo ta nam thanh phan cua he thong thong tin giup luu du lieu ve cac cong ty tren. d) Neu anh/chi muon chia se bang du lieu nay cho mpt so sinhvienkhde, anh/chi can he thong thong tin voi 5 thanhphan co ban nhu the nao?. e) Su khac biettrong cau tra lai cho phan c vd d Id gi?.
Toe dp va hieu suat do dua tren so lupmg cacbit co the dupe xurly cung mot luc; so lurpng dur lieu cd the di chuyen giura CPU,bp nha so cap va cdc thiet bj khac (dp Ion cua bus dirlieu); toe dp quay tinh bang megahertz (viet tat la MHz va turong durong voi hang trieu vong quaympt giay). May tinh chuyen dung la dpng mAy tinh chi dung cho mot dang cong vice dan nhat; vi du may tinh cai dat kem theo xe d to, giup nguai lai xe dinh vi va lua chpn hudrng di hoac may tinh dugc thiet ke di kem vai cac mAy di dpng, giup luu tru va tim kiem thong tin nhanh chongcung nhu quan ly lich lam viec cua moi cd nhan.
Trong mot mang LAN, gicri han cua cap mang la 100m (cho loai cap mang CAT 5 DTP — la cap dugc dung pho bien nhat), bdi tin hieu bi suy hao tren dubng truyen nen khong the di xa hon. Repeater co vai tro khuech dai tin hieu vat ly ddau vao va cung cap nang lugng cho tin hii?u d dau ra de cd the den dugc nhung chang dudng tiep theo trong mang, nhd vay cd the ket noi cac thiet bi d xa hon voi nhau. Dion tin, dien thoai, truyen thong tin qua sgi quang.. va cac nhu can truyen tin hieu di xa deu can sir dung Repeater. 1 Mo hinh OSI {Open Systems Interconnection Reference Model, viet ngSn la OSI Model hoac OSI Reference Model) - Mo hinh tham chieu ket noi cac h?. Trong mang eye bp, cac mdy tinh cd nhan vd cac mdy tinh khde trong pham vi mpt khu vuc han che dupe noi vai nhau bang cac day cap chat lupng tot, sao cho nhung nguai su dung cd the trao doi thong tin, diing chung cac thiet bi ngoai vi vd su dung cac chuang trinh cung nhu cac du lipu da dupe luu tru trong mpt may tinh danh rieng gpi la may dich vu tep.
Phan mem he thong bao gom cac chuomg trinh dich thuat ngon ngu dac bigt cd the chuyen ddi cAc ngon ngu lap trinh bac cao (nhu COBOL, FORTRAN, hay C) thanh ngon ngu mAy - con goi 1A ma doi tugng - dS may tinh cd thS thuc thi dugc. Phan mem ung dung da nang: bao gom phan mem xu ly van ban, bang tinh dien tu, phan mem quan ly tep du lieu, phan mem quan ly ca sa du lieu, phan mSm quan ly thong tin ca nhan (lich cong tac, danh ba dien thoai, so ghi chep, danh thiep, nhat ky,..) phan mem do hpa, phan mem trinh dien van ban (powerpoint), phan mem da phuong tien (trp giup ket noi dir lieu dang van ban, hinh anh va am thanh tren cac thiet bj Video va Audio), phan mem thong ke, phan mem trp giao va hudn luyen, phan memtrp giup thiet ke va chetao (AutoCAD), phan mem tu dpng hoa van phong.
N6i each khac, cac nha quan ly doanh nghiep sir dung thong tin la nhung du lieu da dircrc xu ly sao cho nd thuc su co y nghTa doi v&i vice ra quyet dinh. Tuy vay, trong nhung trudng hop do, chung ta van can xac dinh rang thong tin can phai duqrc phan biet nhur mot san pham hoan chinh thu dugc sau qua trinh xu ly du lieu.
Vi dp, phan Ion cac cong ty cung cap dich vu se gui cho khach hang hoa dem su dung dich vu, tren do, khong chi neu ro v£ sd tien can thanh toan ma khach hang cd the su dung thong tin nAy de so sanh vdi muc dp su dung cua hp trong thang truac vA ciing thang cua nam trudc. Tuy theo tung loai yeu cau thong tin khac nhau, nguoi ta se tien hanh nhung buoc xu ly dir lieu khac nhau, do do hinh thanh nhung he thong thong tinvdi cac dang khac nhau, phpc vp cho nhung mpc tieu da dang va co nhung dac ta khac nhau ve phan cung va phan mem, cung nhu ve nguoi sir dpng va nguoi dieu hanh.
Chi toi ngay nay, khi ma cuqc each mang trong cong nghe cao da tao ra nhung chiec may vi tinh voi kha nang su dung kha 1dm va toe dp nhanh tori muc cho phep cung nhu don gid cua nhung chiec mdy nay ngay cang giam xuong, do do, tao co hoi cho co nhieu nguoi su dpng chung thi cac co so du lipu lien he moi co dat de phat trien va hang loat cdc co so du lipu quan he dang nay da ra doi va phat huy duoc the manh tiem tdng cuand. Chang hem voi bai toan quan ly diem thi cua sinh vien; voi doi tupng sinh vien ta can phai chu y den cac dac trung rieng nhu hp ten, ngay sinh, nu (giori tinh), tinh thuong tru, hoc bong, lop ma sinhvien theo hpc,.cac dac trung nay gpi la thupctinh.
— Giao dign tren co* sd vien thong cua cac cor sd du ligu: he thong quan ly co sd du ligu cho phep nguoi dung truy cap tdi cac du lieu d bat cu dau tren mang du lieu, cung dong thoi quy dinh ve quyendugc phep truy cap va chinh sua du lieu tren toanbo hg thong. — Cdc cong cu v& cac dac diem cua hg quan ly co sd dir ligu: mgt so cac cong cp true thugc phan mem do c6 the phpc vp cho nhiem vu doi hoi cin phai dugc xem xet nhu kha nang tao cac moi lien hg, trang tri man hinh, viec tao cac bao cao, tao cac tir dien duligu,.
Cong nghe nay hoat dong vdi cau hinh mang, gom mot may chu co so du lieu, mgtmay chu ung dung, cac may tram co the truy nhap vao may chu co so du lieu qua mgt modem vao mang Internet dudi dang website vdi ten ngucri sudung va mat ma cua minh, tong hgp cac bao cao dinh ky, cac bao cao dgt xuat, nhan cac thong tin cua nha quan ly doi vdi don vi minh. Tai Vigt Nam hign nay, mgt so to chuc (Ban Vien thong thugc Tong Cong ty Buu chinh Vigt Nam) cung da ung dyng higu qua cong nghg nay, tir do giam bdt chi phi nhan cong, cung nhu thuyn tign trong vige dieu hAnh va quan ly, tir do cd cac bien phAp quan ly higu qua, nhanh chong dua ra cac quyetdinh sang suot, phti hgp.
Mot trong nhung nguyen tac ca ban doi vai vice quan tri du lieu ndm a viec coi tat ca du lieu la tai san cua toan the doanh nghiep chu khong tuyet doi thuoc ve bat cu dan vi hay bo phan rieng le nao. Chinh sach thong tin neu len nhung thu tuc va trach nhiem, chi ra nhung dan vi thupc doanh nghiep nao chia se thong tin, thong tin co the phan tan di dau va ai co trach nhiem cap nhat va duy tri thong tin.
Cac san pham dugc ban tr\rc tiep cho nguoi tieu dung, nghia la khong su d\ing bat cu mgt nguoi cung cap trung gian nao ca. Duavao nhung thong tin tren, hay tao so do quan he ho trg cho qua trinh quan ly nhu cau ve cung nguyen vat li?u trong nha may va cau true cac bang du lieu co lien quan.
Trude het la do cd thd ve nd het sue don gian (phan Ion la cac vong tron cd mui ten) de chi ra cac phan tuco ban va ddng dfr ligu luu chuydn trong hg thong. Luge do ddng du ligu cung cd the dugc ve bdng each chi tiet hoa dan dan bit dau tu cai nhin tong quitd muc cao,. saud6 chi tiet dan xuong cAc mure thap han. Dieu d6 giup cho viec tao modun, tao cau true cho toan bp cac dir lieu va. dong dirlieu trong he thong tra nen de dang han. Cac luge do trong hinh 4.4 va 4.5 se chi ro cac birac chi tiet hoa luge do du lieu de ho trg cho cd hai buac phan tich va thiet ke. Luu y ding luge do minh hoa dr day chi mo ta dong chay logic cua du lieutrong mpt hp thong ban hang. Dieudo cd nghia la nd khong mo ta nhung ky thuat thong tin hodc phuong tien truyen thong tham gia vao he thong. Luge do dong du lipu nay chi minh hoa moi quan he giua cdc dong du lieu, cdc nguon thyc the va phuong huang, qua trinh, kho du lieu hien tai cung hp thong xu ly ban hang thiet ke mod. Lircyc do dong d& li$u cap 0 —min quan sathe thong ornu’c cao nhat, tongquatnhat. Tuy nhien, luge do dong du lipu doi khi cung cd the sii dyng de mo ta khia canh ky thuat cua hp thong. Cac luge do dong du lieu ky thuat nay thuang bao gom nhung dang truyen du lieu thuc sy dugc su dyng, cac phan cung va con nguai lam viec a moi qud trinh, cac thiet bi luu tru du lipu. Dieu dd dugc thyc hien bang each dan gian la them nhung nhan vao cac ky hieu chi dong du lieu, qua trinh xu ly va cac kho du lieu trong luge do du lieu logic. Syr khac biet trong each thuc tao luge do dong du lipu cung nhung ky hieu dugc su dyng de minh hpa cho nhung khia cynh khac nhau cua he thong nhu vay tao nen nhung muc dp luge do dong du lieu khac nhau. Thong qua cac muc dp luge do dong du lipu nhu vay, toan bp qua trinh phuc tap sc dugc bieu dien chi tiet hoa ddn dan. Mdi mpt hp thong se bao gdm nhicu hp thong con, tai lugt cac he thong con lyi se dugc chia thanh nhung hp thong nhd han nua,.. Qua trinh cur tiCp tyc nhu vay cho tori khi khong the cy the hda dugc nua thi thoi. Luge do trong hinh 4.5 Id luge do ddng ddr lipu cap mot, trong do minh hoy viec thiet ke mpt hp thong giao dich ban hang co the su dyng cac ca sa du lieu cap nhyt thuang xuycn va cac qud trinh xu ly giao dich tuc thcri. ban hang Thi6t lap cac giao djch. Bien lai Chi s6 sai sdt. Cap nhat bao cao ban har. Co* so dtp Hqu. ban hang cua cong ty. Phan tich doanh so ban hang. Nha quan ly. Llpov do dong d&lieu c&p 1 — mo ta viec thietke he th6ng. Thiet ke he thong. Sau buocdieu tra va phan tich he thong, nhunghinh dung sobp ve he thong moi da dupe thiet lap de thoa man yeu cau thong tin cho nguoi su dung. Bude thiet ke hp thong dac ta each thuc hoan thanh nhung yeu ciu nay. C) budc nay, nguoi ta xac dinh nhung trang thiet bi, nhung phan mem se dupe su dung, nhung du lieu dau ra, du lieu dau vao va ca each thuc to chuc he thong du lieu de tipn cho viec phan tich v& khai thac du lieu cung dupe neu len daydu. Trong do, bao g6m nhung dinh nghia chi tiet ve: tinh chat cua mpt thuc the (doi tupng, con nguoi, dia diem, sir kien) cd nhu cau ve thong tin doi voi hp thong thong tin, moi quan he giua cac thuc the voi nhau, cac yeu to du lieu dac biet (cor so du lieu, cac tep, cac Mo cao,.) can duy tri de he thong thong tin c6 the de dang theo doi thuc the do, cac quy luat toan ven du lieu dieu khien cac yeu to du lieu dac biet va dugc su dung trong he thong thong tin.
Nhung khia canh can kiem tra si/ hai long cua nguoi su dung bao gom: tinh chinh xAc cua thong tin, du lieu; thoi gian hp thong trA loi mot yeu cau cua nguoi su dpng; tinh thich hpp va cap nhat cua thong tin; chat lupng cua dich vu; co the la ca y kien rieng cua nguoi su dpng ve each thuc ma hp thong thong tin da giup do hp trong giai quyet cong viec. Vice xem xet va danh gia nhu vay chang nhung giup cho cac nha thiet ke xac dinh dupe mpt each nhanh chong vA chinh xac nhung gi chua hoan hAo cua he thdng ma mpt phan nao do con thuc day nhung nguoi phan tich va thiet ke lam viec tot hem vA c6 trachnhiem hon boi hp biet chic rAng cong vipc cua hp se dupe tham dinh lai chi tiet sau nAy.
Sau ANSA, thang 7/2005, Cong ty co phan Truyen thong Thoi Dai — Time Universsal, mot doanh nghiep hoat dgng trong ITnh vuc phat trien phan mem, xay dung website va truyen thong cung da bat dau “kinh doanh them” phucmg thue cho thueva ban tra gdp phan mem TU-CMS (Quan tri noi dung website) va phan mem Shopman (Quan ly website ban hang) vdri gia tir 500.000 dong den 2.000.OOOdong/thang, mien phi luu ky website (hosting) trong vong mot nam vdi dung lugng tir 50MB — lOOMB kem theo 10—30 tai khoan email, mien phi ten mien (.com). Theo danh gid cua cac chuyen gia, ncu san pham phanmem, giaiphap congnghe thong tin cho thue dupe da dang hon nua, co nhieu doanh nghiep phan mem tham gia thi truemg nay hornnua thi toe dp phat tricn cua thi truemg nay cd the se “bungno” trongthbi gian tori va ratcd the se la mot huomg di mang lai nhieu Ipi nhuan cho nganhphan mem Viet Nam.
Vice dao tao de dam bao nguoi su dung co the su dung dugc he thong va hoan toan hieu tiem nang su dung he thong mai thi thuang bi mat quyen uu tien so vol cac cong viec khac hoac tham chi bi quen lang trong qua trinhphat trien he thong. Khong giong nhu thu hoach lua, mot cong viec ma phan tham gia la hoan toan xac dinh va khong thay doi, su trao doi thong tin giua cac thanh vien la khong can thiet, khong can phai dao tao, phan tich va thiet ke hp thong bao gom nhung nhipm vu dupe lien ket theo lich trinh thoi gian, khong the thuc hien duoc mot each rieng re, doi hoi viec ma rang lienlac va dao tao.
Phat trien phan mem von da la no luc chung cuaca nhom,nen chi phi lienlac se tang len theo cap so mu khi so cac thanh vien tang len. Tir nhung phan tich tren, ro rang la viec tang them nhan cong se lam giam tien dp cong viec do phai tang thoi gian lien lac, thoi gian hoc hoi cua moi ca nhan va doi hoi tang them chi phi.
Thu dien tu, thir am thanh vA fax cho phep cac to churc gui nhung thong dipp duori dang van bAn, video, am thanh hoac guri tai lieu tur nori nAy tori nori kia trong vong vAi giay chur khong phAi 1A vAi ngAy hoac vAi gid nhur truroc day nua.Nhirng he thong nAy bao gom viec chuyen ddi, phan phoi cac van ban, cAc hinh Anh dudri dang dipn tur qua mang truyen thong, do do lAm giam dong cac thong diep, thutin, thu bao, tAi lieu vA bao cAo da timg lAm he thong buu dien cuachung tabi ngap hit nhuhien nay. Ve tinh nang quan lyban hang, POS cua cong ty Tre co the quan ly khonghan che so lugng mat hang, nhom hang, so lugng ban, phong; chuc nang cai dat djnh lugng mat hang vdi so luong thanh phan khong han che; dinh luong thanh phan mat hang dugc tinh bang gia tri thap phan de dang cho viec quan ly kho; tinh nang gpp ban, chuyen ban true quan, de su dung; tinh nang chia tach ban chi tiet timg so luong; cai dat duoc nhieu muc gia khac nhau cho ciing mat hang; cai dat cAc muc gia khuyen mat giam gia theo timg thoi diem dugc cai dat truoc do; quan ly cong ng khach hang; quan ly khach hang than thiet; quan ly nha cung cap; tuong thich vdi tat ca cac loai may in (laser, in kirn..); ket noi nhieu loai may in ciing liic; giii thong tin ghi chu cho timg mat hang den phieu dat hang tai mAy in nha bep; quan ly gia von, gia ban, muc lai; su dung nhieu hinh thuc thanh toan trong hoa don tinh tien (USD, EURO, the tin dung).
Sir thanh cong ciia viec ra cac quyet dinh theo nhom phy thuoc vao nhung yeu to sau: (1) cac dac tinh ciia moi nhom, (2) cac dac tinh ciia nhiem v\i ma nhom phai trien khai, (3) to chiic ma nhom dang lam vipc, (4) viec su dung cac cong nghp thong tin nhu hp thong gap mat dien tu, va he thong tao quyet dinh theo nhdm, (5) qud trinh lien he va tao quyet dinh md nhom dang sudpng (xem hinh 5.11). Nhung He thong thong tin tich hpp cua doanh nghiep chu yeu bao gom: He thong quan ly nguon lure (ERP — Enterprise Resource Planning), He thong quan ly chu trinh cung umg (SCM — Supply Chain Management), He thong quan ly quan he khach hing (CRM — Customer Relationship Management) va Hp thong thong tin quan ly tri thiic (KM —Knowledge Management).
Tinh chinh xac ciia SCP hoAn toAn php thupc vAo cac thong tin mA ban thu thap dirge.Vi du, neu banlamot nhA sAn xuat hAng tieu dung, dimgmong dgi cAc ung dpngphanmem len ke hoach cua ban se hoAn toAn chinh xac, neu ban khong cap nhat cho chung thong tin chinh xac ve cAc don dat hAng tir khach hAng, du lieu ban hAng tir nhumg cua hAng ban le, nang luc sAn xuat vA nang luc giao nhan. Tren thi truong luon co san cac ung dungphan mem len ke hoach cho cA nam buoc chinh cua chuoi cungung dugc liet ke o tren, tuy nhien mpi ngucri thuong cho rang phan mem can thiet nhat lA phan mem xu ly c6ng viec xac dinh nhu cau thi truong (boi vi day lA phan phuc tap vA de sai sot nhat) nham tru lieu truoc cong ty sc can sAnxuat ra bao nhieu sAn pham.
Chinh vi vay, giai phap cong nghe thong tin huang tai viyc cung cap dich vy cho khach hdng hi?u qud nhat va dap ung muc tieu cua CRM cung doi hoi tich hop nhung quy trinh lien quan tai khach hang va tong hop thong tin khdeh hang tu nhieu kenh — cua hang bin le, giao tiep qua dien thoyi, thu dien tu, thiet bj khong day, hoic trang Web— de cong ty c6 the tiep xuevoi khach hang qua mpt chinhthe dong nhat. Su dung* cac he thong CRM, cong ty co the co them thong tin tu nhirng ket qud phan tich de tim kiem them khach hang mai, cung cap nhung dich vp ho trg tot han, tuy chinh san phdm cua minh cho phu hgp sa thich khach hang va lien tpc chdm s6c de giu chan nhung khach hang mang lai Igi nhuan cao.
Mai xuat hien vd canh tranh bing gid re va kha ndng linh hoat cao, cac phan mem nay hien dang dan khang dinh dugc vi tri cua minh tren thj truang the giai, dac biet la Salesforce CRM hien da co 10.700 khach hang va 161.000 ngudi dung trong hau het cac nganh cong nghiep (tinh dBn 30/06/2004). Co hai dang nhan vien thong tin do la: nhan vien tri thuc (nhung nguai tao ra thong tin moi va tri thuc moi) va nhan vien du lieu (nhung nguai true tiep su dung, xu ly, hoac pho bien thong tin). Do dd, cong viec tri thuc la c6ng viec tao ra thong tin hoac tri thuc mai. Cong viec du lieu la cong viec co lien quan tai viec su dung, xu ly va pho bien thong tin. Bang 6.2 dudi day chi ro mpt so dang cong viec danh cho nhan vien tri thuc, nhan vien du lieu, nhan vien dich vu, nhan vien san xuat. Vipc phan biet cac loai nhan c6ng trong.cac cong viec khac nhau naykhong phai dan gian, dac biet d6i vai mpt so cong viec nhu quan ly—vua tao ra thong tin moi vira phan phoi du lieu. Vi du ve cac dang nhan cong. Tri thuc D& lieu Dich vu• • San xuat. Kien true su Nguai ban hang Bdi ban Nguai lai xe Ky su Ke toan vien Ky thuat vien ve sinh Thp han. Quan toa Doc cong Dau bep Thpdieu khien may. Nha khoa hpc Dupe si Y ta Congnhan xay dung. Bao cao vien Nguai thu thap thong tin. Thp cat tdc Nguai danh ca NhA nghien cuu Nguai phac thao Nguai cham sdc tre Ndng dan Chuyen vien. Nguai moi giai bat dong san. Lao cong Thp mo. Nguai lap trinh Thu ky Nguai coi vuan Thp lap kinh Nhaquan ly Nha quan ly Nhan vien khach san Thp may. Cach tot nhat de nhan dang nhung lo^i cong viec nay la dura tren kh6i lupng dao tao doi hoi doi vai nhung nguai lam viec nay dd dam bao chat lupng cong viec. Nhan vien tri thuc thuong doc lap va sdng tao do hp cd trinh dp cao vd hoc thuc. Ho thuong ddi hoi phai cd bang cap cao trudre khi bat dau cong viec. Nhan vien du lieu chi can cd trinh dp dai hpc hoac tot nghipp pho thong trung hoc la du. Chinh vi le do, hai nhom nhan vien nay se cd yeu cau khac han nhau doi vdri he thdng thong tin. Neu nhom nhan. vien du lieu hoan toan 1$ thuyc vdo hy thong thong tin thi nhdm tri thuc lai ddi hoi h?. thong phai dirge ho try boi myt he thong phan mein dac biyt cao vd co nhung tram may chuyen dyng manh. Nhan vien tri thuc vd nhan vien du liyu- thubng cd mat a nhung dau? Myc du ca hai nhdm nay deu lam vice trong van phong, nhung nhan vien dtt lieu va nhan vien tri thuc dung a nhung vi tri rat khac nhau trong nen kinh te. Nhan vien tri thuc thi co mat deu khap d myi Imh virc kinh te, trong khi nhan vien du lieu lai thubng chi tap trung d cac nganh dich vu, tai chinh, cac co quan chinh phu va cong ty thuong mai. Do la do nhan vien du lieu chu yeu la nhung ngubi lam thu ky va nhan vien ban hang thubng xuat hien chu yeu b linh vuc dich vu. Motso dac diem trong quan ly tri there. 1) Quan ly tri thuc la cong viyc khd ton kem! Tri thuc la tai san, nhung de quan ly nd co hieu qua, cac doanh nghiyp con can dau tu them nhieu tai san khac nhu tien bac va nguoi lao dong. Nhan vien trong myt doanh nghiep con can phai duyc dao tao theo each thuc ma hq co the thu thap, dong goi va phan loai tri thuc. Hy can co nhung phan cung va phan mem ho trg de lam duoc dieu do. Trong mot so cdc doanh nghiep co the tinh duoc chi phi quan ly tri thuc, chi co mot so it cd the uoc tinh duyc chat luemg cua nd. Robert Buckman uoc tinh ring cong ty ong ta hang nam tieu dung het 3,5% tong doanh thu cho viec quan ly tri thuc. McKinsey & Co. doanh thu cho viec phat trien va quan ly nguon von tri thuc. Tuy nhien, mac du chi phi cho quan ly tri thuc qua cao nhu vay, nhung neu doanh nghiyp khong quan ly tri thuc thi chi phi cua nd con tang len cao han nhieu. 2) Viec quan ly tri thuc muon cd hiyu qua ddi hoi phai xay dung myt hf thong giai phap lai ghep giua con nguoi vd cong nghy. Tuy ddi hoi myt chi phi khi ton kem nhung con nguoi la mot nguon luc quy bau giup cho doanh nghiep cd the thu thap, phan tich, chuyen ddi va tong hap nhung tri thuc khong cd cau true. Trong khi do, may tinh vahe thong truyen thong cd the giup cac doanh nghiep thu thap, phan tich va xu ly cac thongtin cd cau true ngay khi chung thay ddi. 3) Quan ly tri thuc ddi hoi nhung ngudi quan ly phai c6 tri thuc. Nhung nguon luc chu yeu cua doanh nghiep nhu nhan luc va von kinh doanh thuong cd chuc nang quan trong trong to chuc. Tri thuc chi cd the quan ly tot duyc neu nhu myt so nhom trong doanh nghiep dugc giao trach nhiem ro rang cho tung cong viec cy the. Trong so cac cong viyc ma nhom duyc giao phd se bao ham ca viyc thu thap va xep loai tri thuc, thiet lap nen tang cong nghe dinh huong tri thuc va dieu khien viyc su dung tri thuc. 4) Quan tri thuc co lyi tu viyc sap xep, dinh hubng nhieu hon Id ttr cdc mo hinh, dugc xay dung tir thi truemg hon Id tu he thong thu bac. Kinh nghiym cho thay nhung mo hinh phurc tap dicn ta each thuc luu tru va cau true hoa du liyu cuoi. ciing ching dirge str dung vio vige gi. Cdc cong ty hiem khi tao mgt luge do dir lieu, chfnh vi vay, hg rat kho hinh dung ve cac thong tin se dirge hinh thinh nhir thenio. 5) Chia se vi sir dung thong tin thirfrng khong phai li mgt hinh dgng tur • nhien. Neu toi cd nhung tri thuc quy gii thi vige gl toi phai chia se nd? Neu cong viec cua toi tao ra tri thuc thi viec gi toi phai day minh vio tinh trang rui ro khi su dung tri thuc cua nguai khac thay vi su dung tri thuc cua chinh minh? Xu huong hoin toin tu nhien cua con nguai la luon tich tru tri thuc cua minh vi tim kiem tri thuc cua ngubi khac. Vige dua tri thuc cua minh vao he thong vi tim kiem tri thuc cua nguai khac khong chi li mot cong vice khd khan mi con doi hoi kha nhieu no luc khien ta phii chu dgng bio dam thuc hien dugc cong viec do. 6) Quan ly tri thuc cd nghTa la phit trien qua trinh xu ly cong vige tri thuc. Diem quan trong nhat li dinh ro vi phat trien qua trinh quan ly tri thuc tong quit, nhung tri thuc dugc tong hgp, sudung vi phan phoi mgt each manh me thong qua mot qua trinh cong vice dac bict. No phu thuoc vio timg doanh nghiep, nhung nhin chung, nd bao gom viec nghien cuu marketing, thiet ke phat trien sin pham moi vi cac qua trinh xu ly khac nhu viec dinh gia san pham vi sip xep thu tu don hing, .. Neu viec quan ly tri thuc co the dugc phat tridn co higu qui cao thi nhung thinh qui cua nd se cd the de ding nhan thay trong nhung qua trinh xu ly kinh doanh co bin niy. Nhin chung, congvige tri thuc cd hieu qui cao doi hoi can it su can thiep tu tren xuong vi gia tang cac qua trinh ung dung tri thuc. Mac du vay, nghien cuu ve cac congty chi ro rang, cac qui trinh cung cap tri thuc a bat cu dang nio cung rat hiem khi dugc de cap tori trong viec phat trienqua trinh. 7) Truy cap dir ligu moi chi li buac dau tien. Viec truycap du lieu cd the dien ra mot each nhanh chdng trong khuon kho cac thu vien thong thuong vi cac thu vien dign tu, nhung vice quin ly tri thuc cd hieu qui doi hoi phii cd su tap trung chu y vi no lire. Cd ai do da cho rang sir tap trung li tien te cua thori dai thong tin. 8) Quan ly tri thirc khong bao gid co diem ket thuc.
CAc he thong tim kiem (search engine) se giup cho nguoi su dung mang tim ra cAc cuahang, do la ly do tai sao cAc cong ty kinh doanh tren mang deu rat chu y tori viec khi mpt ai do tim kiem thong tin co lien quan den nganh mA ho cung cap thi ten doanhnghiep cua hp se dupe hien thi dau tien tren bang ket qua tim kiem. Doi voi hinh thuc kinh doanh theo truyen thong, viec cd mat a mpt mall se cung cap dupe sy tien Ipi cho chu hang, thi doi voi thuomg mai dien tu, nhung trang mang cua cAc pho mua bAn tren mang nhu amazon, yahoo cung co the dem lai nhieu Ipi ich cho cac doanh nghiep kinh doanh tren mang, nhu qua trinh thanh toan, dat trang chu va bao tri.