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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

1


learning objectives
1. Describe the seven characteristics of useful
information

2. Describe the three functions of an effective

information system (IS)

3. Describe the five guidelines for establishing an
information system (IS)

4. Describe the basic functions of a computerized
information system (CIS)

Chapter 17

5. Describe the two basic data processing modes

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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learning objectives

(continued)

6. Discuss the various methods used for linking
computer systems

7. Explain the purposes of decision support
systems (DSSs)

8. 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

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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

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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

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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

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Chapter 17

22

A Simplified MIS for an Oil
Company

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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Functions of an Effective IS
1. Assist organizations and their members in
achieving their objectives

2. Facilitate information access

Chapter 17

3. Facilitate information flow

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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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

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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

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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

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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

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Problems with End-User
Computing

44

1. Control
2. Duplication of software and hardware
3. Orderly, authorized access to the

Chapter 17

organization’s:


systems



database

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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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

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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

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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

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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

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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

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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

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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

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