front- and back-office information systems
DESCRIPTION
An information system (IS) is an arrangement of people, data, processes, communications, and information technology that interact to support and improve day-to-day operations in a business as well as support the problem-solving and decision making needs of management and users. - PowerPoint PPT PresentationTRANSCRIPT
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An information system (IS) is an arrangement of people, data, processes, communications, and information technology that interact to support and improve day-to-day operations in a business as well as support the problem-solving and decision making needs of management and users.
Information technology is a contemporary term that describes the combination of computer technology (hardware and software) with telecommunications technology (data, image, and voice networks).
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Front- and Back-Office Information Systems
Front-office information systems support business functions that reach out to customers (or constituents). Marketing Sales Customer management
Back-office information systems support internal business operations and interact with suppliers (of materials, equipment, supplies, and services). Human resources Financial management Manufacturing Inventory control
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Information System Resources People Resources
End Users – the people who use an information system or the information it produces. Ex: Accountants, salespeople, customers
IS Specialists – the people who develop and operate information systems based on the requirements of end users. Ex: programmers, analysts, system operators
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Information System Resources Hardware Resources
Machines, such as computers and other devices, and media, such as paper, disks
Computer Systems such as the personal computer (desktop), mainframe, or laptop
Computer peripherals such as keyboard, mouse, monitor, scanner, printer, disks
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Information System Resources Software Resources
Programs – sets of operating instructions that direct and control computer hardware
Procedures – sets of information processing instructions that people need
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Information System Resources Software Resources continued
System Software – such as operating system that supports the operations of a computer system. Ex. Windows 98
Application Software – programs that direct processing for a particular use of computers by end users. Ex. Excel
Procedures – operating instructions for people who will use an IS. Ex. Instructions for filling out a form.
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Systems: Some Examples
University Inputs: Students, Faculty,
Textbooks Processes:
Education/Courses Output: graduates Feedback: surveys, grades
Toyota Plant Inputs: raw materials,
components Processes: assembly line Output: mini-vans Feedback: customer
surveys, quality reports
Fast Food IS Inputs: consumer orders Processes: processing
software Output: receipts, cook’s
order list Feedback: invalid entry
message Video Store IS
Inputs: rentals, returns Processes: processing
software Output: reports, rental
agreement Feedback: error repots
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Information & Decision Making
Strategic
Tactical
Operational
Operational Activity
Raw Data
Increasing Detail
Increasing Scope
RecurringInformation Needs
+
- Imprecise
Precise
External
InternalTPS
MISDSS
EIS
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Strategic Planning Decisions
Decide Organisations Objectives – top down management
Plan how to achieve Objectives
1. Long term2. High levels of Uncertainty
and Risk3. Situations may not be
recurring4. Deals with complex issues
Tactical
Strategic
Operational
Operational Activity
Raw Data
Summarised Information
EnvironmentalInformation
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Management Control Decisions Taken within the framework
of strategic plans Ensure that resources are
obtained and used efficiently and effectively
Decisions encompass planning activities e.g. pricing a new product
Tactical
Strategic
Operational
Operational Activity
Raw Data
Summarised Information
SomeEnvironmentalInformation
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Sector Operations Tactics Strategy
Production • Machine settings
• Worker schedules
• Maintenance sch.
• Rearrange work area
• Schedule new products
• Change inventory
method
• New factory
• New products
• New industry
Accounting • Categorize assets
• Assign expenses
• Produce reports
• Inventory valuation
• Depreciation method
• Finance short/long term
• New GL system
• Debt vs. equity
• International taxes
Marketing • Reward
salespeople
• Survey customers
• Monitor
promotions
• Determine pricing
• Promotional campaigns
• Select marketing media
• Monitor
competitors
• New products
• New markets
Operations, Tactics, Strategy
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Decision LevelsDecision
LevelDescription Example Type of Information
Strategic Competitive advantage, become a market leader. Long-term outlook.
New product that will change the industry.
External events, rivals, sales, costs quality, trends.
Tactical Improving operations without restructuring the company.
New tools to cut costs or improve efficiency.
Expenses, schedules, sales, models, forecasts.
Operations Day-to-day actions to keep the company functioning.
Scheduling employees, ordering supplies.
Transactions, accounting, human resource management, inventory.
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History of the Role of IS
Data Processing
ManagementReporting
DecisionSupport
Strategic &End User
Electronic Commerce
1950-1960 1960-1970 1970-1980 1980-1990 1990-2000
ElectronicData Processing- TPS
ManagementInformationSystems Decision
SupportSystems- Ad hoc Reports
End UserComputingExec Info SysExpert SystemsSIS
ElectronicBusiness & Commerce-InternetworkedE-Business &Commerce
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Operational-level Systems Transaction-Processing Systems (TPS)
Basic business systems Perform daily routine transactions necessary for
business functions At the operational level, tasks, resources and
goals are predefines and highly structured Generally, five functional categories are identified,
as shown in the diagram.
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System Architecture: Transaction Processing System
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System Example: Payroll System (TPS)
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What is MIS? A Management Information System (MIS) is an organized
method of providing past, present and projection information relating to internal operations and external intelligence. It supports the planning, control and operational functions of an organization by furnishing uniform information in the proper time-frame to assist the decision-maker ["MIS Universe", Data Management, Sept 1970]
A Management Information System provides managers with information and support for effective decision making and provides feedback on daily operations.
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Management-level Systems Management Information Systems (MIS)
MIS provide managers with reports and, in some cases, on-line access to the organisations current performance and historical records
Typically these systems focus entirely on internal events, providing the information for short-term planning and decision making.
MIS summarise and report on the basic operations of the organisation, dependent on the underlying TPS for their data.
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System Description: Management Information Systems
MISs are used by managerial employees to support recurring decision making in managing a function or the entire business
Supported Activities• Scheduled Reporting - the system produces automatically
based on a predetermined schedule. Some include:• Key Indicator – High-level summaries to monitor
performance (e.g. Monthly Sales Report)• Exception – Highlights situations where data is out of normal
range (e.g. Monthly Late Shipments)• Drill Down – Provides lower level detail aggregated in a
summary report (printed only if needed)• Ad Hoc Reporting – unscheduled reports that are usually
custom built to answer a specific question (e.g. sales data by person report to identify issues)
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Scheduled Report Example
Daily Sales Detail ReportPrepared: 08/10/xx
Order#
CustomerID
Sales Rep ID
ShipDate Quantity Item # Amount
P12453 C89321 CAR 08/12/96 144 P1234 $3,214
P12453 C89321 CAR 08/12/96 288 P3214 $5,660
P12453 C03214 GWA 08/13/96 12 P4902 $1,224
P12455 C52313 SAK 08/12/96 24 P4012 $2,448
P12456 C34123 JMW 08J/13/96 144 P3214 $720
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Key Indicator Report Example
Daily Sales Key Indicator Report
ThisMonth
LastMonth
LastYear
Total Orders Month to Date $1,808 $1,694 $1,014
Forecasted Sales for the Month $2,406 $2,224 $2,608
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Demand Report Example
Daily Sales by Sales Rep Summary ReportPrepared: 08/10/xx
Sales Rep ID Amount
CAR $42,345
GWA $38,950
SAK $22,100
JWN $12,350
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Exception Report Example
Daily Sales Exception Report – ORDERS OVER $10,000Prepared: 08/10/xx
Order#
CustomerID
Sales Rep ID
ShipDate Quantity Item # Amount
P12453 C89321 CAR 08/12/96 144 P1234 $13,214
P12453 C89321 CAR 08/12/96 288 P3214 $15,660
P12453 C03214 GWA 08/13/96 12 P4902 $11,224
… … … … … … …
… … … … … … …
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Outputs of a Management Information System
Earnings by Quarter (Millions)
Actual Forecast Variance
2ND Qtr 1999 $12.6 $11.8 6.8%
1st Qtr 1999 $10.8 $10.7 0.9%
4th Qtr 1998 $14.3 $14.5 -1.4%
3rd Qtr 1998 $12.8 $13.3 -3.0%
Drill Down ReportsProvide detailed data about a situation.
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Management Information System Management Information System (MIS)(MIS)
Inputs: Summary transaction data Processing: Simple models; low level analysis Outputs: Summary reports Users: Middle managers
Example: Weekly, monthly, and annual resource allocation. Not five year plans and not daily details, but something in between.
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System Architecture: Management Information System
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Guidelines for Developing MIS reportsGuideline Explanation Tailor each report to user needs Involve user in the design
Produce only needed reports If no one reads the report, do not produce it
Pay attention to report content and layout
Display the information most desiredUse user accepted words and phrasesDo not use unnecessary data
Use management by exception in reporting
Produce reports to solve a problem or take action
Set parameters carefully Low parameters may result in too many reports, while high parameters may overlook valuable information
Produce all reports in a timely fashionOutdated reports are of little or no value
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System Description: Functional Area Info Systems
Functional Area Information SystemsCross-organizational information systems are designed to support a specific functional area
Supported ActivitiesThe following functional organizations have systems to support their operational and managerial activities
• Accounting• Finance• Human Resources• Marketing• Operations
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Overview of a Marketing MIS
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Overview of a Financial MIS
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Manufacturing MIS
Material requirements planning (MRP) Manufacturing resource planning (MRPII) Just in time (JIT) inventory system
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Overview of a Manufacturing MIS
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Human Resource MIS
Concerned with activities related to employees and potential employees of the organization.
Subsystems include: needs and planning assessments recruiting training and skills development scheduling and assignment employee benefits
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Overview of a Human Resource MIS
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Information Systems in Industry Airline industry (e.g., ticketing sites)
Investment firms (e.g., analyze stocks and bonds)
Banks (e.g., online check payment)
Transportation industry (e.g., schedule trucks and trains)
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Information Systems in Industry Healthcare organizations (e.g., track patient records)
Retail companies (e.g., process customer orders)
Power management and utility companies (e.g., monitor and control power generation and usage)
Professional services (e.g., provide information on products and services to its consultants)