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ByDr. Atanu Rakshit

Email: [email protected] [email protected]

Text Book: ‘Management Information Systems:

Managing the Digital Farm’ by Ken Laudon, Jane Laudon and Rajanish Dass, 11/e, Pearson Publication, 2010

Reference Material: ‘Management Information Systems’ by

James A O’Rrien, George M Marakas and Ramesh Behl, 9/e, McGraw Hill, 2010

Reference Material (Contd.): ‘Managent Information Systems’ by Mahadeo

Jaiswal and Monika Mital, Oxford Univ. Press, 2011

‘Decision Support and Business Intelligence Systems’ by Efraim Turban, Ramesh Sharda and Dursun Delen, 9/e, Pearson Publication, 2011

‘Information Technology Management’ by Henry C. Lucas, Jr. Tata McGraw-Hill Publication, 2011

Harvard Business Publication

Sessions Plan Information system and its impact in business in

today’s scenarios Classification of types of information systems in

an organization: Operational, MIS, DSS, ESS, ES Information Systems, Organizations and

Strategies Emerging Technologies: Virtualization, Cloud

Computing, SOA, BPM, Telecommunication and Wireless Technologies

Enterprise Systems – ERP, CRM, SCM, etc Data Management Systems: RDBMS, Data

Warehousing, OLAP, Data Quality etc.

Information Information Systems and its Systems and its

Impact in Today’s Impact in Today’s Business ScenariosBusiness Scenarios

Information Information Systems and its Systems and its

Impact in Today’s Impact in Today’s Business ScenariosBusiness Scenarios

Explain why knowledge of information systems is important for business professionals and identify five key areas of information systems knowledge.

Give examples to illustrate how the IT Driven business applications can support a firm’s business processes, managerial decision making, and strategies for competitive advantage.

InformationInformation Systems in Systems in Global Business TodayGlobal Business TodayInformationInformation Systems in Systems in

Global Business TodayGlobal Business Today

LEARNINGLEARNING OBJECTIVES OBJECTIVES

• Understanding the effects of information systems on business and their relationship to globalization.

• Explain why information systems are so essential in business today.

• Define an information system and describe its management, organization, and technology components.

• Define complementary assets and explain how they ensure that information systems provide genuine value to an organization.

• Describe the different academic disciplines used to study information systems and explain how each contributes to our understanding of them.

• Explain what is meant by a sociotechnical systems perspective.

LEARNINGLEARNING OBJECTIVES OBJECTIVES (Continued)(Continued)

Cricket is fast-paced, high-energy sport, high-stack with big business opportunity

Each team in IPL pays their players ranging from 20 lakh to 2 crore per year

Objective: Elegant performance for most of the players leads to more wins implies more money business opportunities for the team.

Problem: Lack of historical and statistical data match-wise, country-wise, player-wise hard data usable in decision-making processes, costly and competitive market.

IPL Teams Strike Gold with IPL Teams Strike Gold with Information TechnologyInformation Technology

A Company called ‘Sport Mechanics’ providing the solution for requirement.

Solutions: Developed a new system designed to collect and organize data using video clips of games.

Synergy Sports Technology tags video of each game with hundreds of descriptive categories and allows coaches and players to stream game footage from the Web.

Demonstrates IT’s role in innovation and improving business processes.

Illustrates how the Web has allowed businesses to use new tools to analyze critical data.

IPL Team Strike Gold with IPL Team Strike Gold with Information TechnologyInformation Technology

ToI dated 02/01/2012 John Chambers, Global Chairman and CEO,

CISCO Intelligent IT Wave / Infrastructure IT and Communication resources are more Virtual,

Visual, Social, Mobile and Video enabled than before

ToI dated 03/01/2012 IIT’s have allowed MIT to use their Open

Courseware through NPTEL (National Programme for Technology Enhanced Learning)

• How information systems are transforming business

• Increase in wireless technology use, Web sites

• Resource Optimization (ERP and SCM)

• Shifts in media and advertising

• New federal security and accounting laws

• Globalization opportunities

• Internet has drastically reduced costs of operating on global scale

• Presents both challenges and opportunities

The The RoleRole of Information of Information Systems in Business TodaySystems in Business Today

The Role of Information The Role of Information Systems in Business TodaySystems in Business Today

Information Technology Capital InvestmentInformation Technology Capital Investment

Information technology investment, defined as hardware, software, and communications equipment, grew from 32% to 51% between 1980 and 2008.Source: Based on data in U.S. Department of Commerce, Bureau of Economic Analysis, National Income and Product Accounts, 2008.

In the emerging, fully digital firm Significant business relationships with customers,

suppliers and employees are digitally enabled and mediated

Core business processes are accomplished through digital networks within or across organizations

Key corporate i.e., IP, Financial, Human assets etc. are managed digitally

Digital firms offer greater flexibility in organization and management Time shifting – 24/7, space shifting – Global work place

The Role of Information The Role of Information Systems in Business TodaySystems in Business Today

Growing interdependence between ability to use information technology and ability to implement corporate strategies and achieve corporate goals

Business firms invest heavily in information systems to achieve six strategic business objectives:

Operational excellence New products, services, and business models Customer and supplier intimacy Improved decision making Competitive advantage Survival

The Role of Information Systems in The Role of Information Systems in Business TodayBusiness Today

Operational excellence: Improvement of efficiency to attain higher profitability Information systems, technology an important tool in

achieving greater efficiency and productivity Wal-Mart’s RetailLink system links suppliers to stores

for superior replenishment system


New products, services, and business models: Business model: describes how company produces,

delivers, and sells product or service to create wealth Information systems and technology a major enabling

tool for new products, services, business models Examples: Apple’s iPod, iTunes, and iPhone, Netflix’s

Internet-based DVD rentals


Customer and supplier intimacy: Serving customers well leads to customers returning,

which raises revenues and profits Example: High-end hotels that use computers to track customer

preferences like – room temperature, check-in time, frequent dialed number, television channels etc. and use to monitor and customize environment

Intimacy with suppliers allows them to provide vital inputs, which lowers costs

Example: J.C.Penney’s information system which links sales records to contract manufacturer


Improved decision making Without accurate information:

Managers must use forecasts, best guesses, luck Leads to:

Overproduction, underproduction of goods and services Misallocation of resources Poor response times

Poor outcomes raise costs, lose customers

Example: Verizon’s Web-based digital dashboard to provide managers with real-time data on customer complaints, network performance, line outages, etc.


Operational excellence: Improvement of efficiency to attain higher profitability

New products, services, and business models: Enabled by technology

Customer and supplier intimacy: Serving customers raises revenues and profits Better communication with suppliers lowers costs

Improved decision making More accurate data leads to better decisions


Competitive advantage Delivering better performance Charging less for superior products Responding to customers and suppliers in

real time Example: Toyota and TPS (Toyota Production

System) enjoy a considerable advantage over competitors – information systems are critical to the implementation of TPS


Survival Information technologies as necessity of

business May be:

Industry-level changes, e.g. Citibank’s introduction of ATMs

Governmental regulations requiring record-keeping Examples: Toxic Substances Control Act, Sarbanes-

Oxley Act



The Interdependence Between Organizations and Information The Interdependence Between Organizations and Information TechnologyTechnology

In contemporary systems there is a growing interdependence between a firm’s information systems and its business capabilities. Changes in strategy, rules, and business processes increasingly require changes in hardware, software, databases, and telecommunications. Often, what the organization would like to do depends on what its systems will permit it to do.

Implement Business Strategies to obtain Business Goal

Business Operation for optimize resources and performances

Extended Business Operation for customer support and increase profitability & loyalty

Business Analytics for smarter and predictive business

Information system: Set of interrelated components Collect, process, store, and distribute information Support decision making, coordination, control

operations, analyze problems, new product ans services

Information vs. data Data are streams of raw facts Information is data shaped into meaningful form

PerspectivesPerspectives on Information on Information SystemsSystems


Raw data from a supermarket checkout counter can be processed and organized to produce meaningful information, such as the total unit sales of dish detergent or the total sales revenue from dish detergent for a specific store or sales territory.

Data and InformationData and Information

Information system: Three activities produce information organizations need Input: Captures raw data from organization

or external environment Processing: Converts raw data into

meaningful form Output: Transfers processed information

to people or activities that use it


Feedback: Output returned to appropriate members of

organization to help evaluate or correct input stage

Computer/Computer program vs. information system Computers and software are technical foundation

and tools, similar to the material and tools used to build a house



An information system contains information about an organization and its surrounding environment. Three basic activities—input, processing, and output—produce the information organizations need. Feedback is output returned to appropriate people or activities in the organization to evaluate and refine the input. Environmental actors, such as customers, suppliers, competitors, stockholders, and regulatory agencies, interact with the organization and its information systems.

Functions of an Information SystemFunctions of an Information System


Using information systems effectively requires an understanding of the organization, management, and information technology shaping the systems. An information system creates value for the firm as an organizational and management solution to challenges posed by the environment.

Information Systems Are More Than ComputersInformation Systems Are More Than Computers

Organizational dimension of information systems

Key elements of organization are – people, structure, business processes, politics and culture Hierarchy of authority, responsibility

Senior management Middle management Operational management Knowledge workers Data workers Production or service workers


Perspectives on Information SystemsPerspectives on Information Systems

Business organizations are hierarchies consisting of three principal levels: senior management, middle management, and operational management. Information systems serve each of these levels. Scientists and knowledge workers often work with middle management.

Levels in a FirmLevels in a Firm

Organizational dimension of information systems (cont.) Separation of business functions

Sales and marketing, Human resources, Finance and accounting, Manufacturing and production etc.

Unique business processes Unique business culture – fundamental sets of

assumptions, values, way of doing things Organizational politics – People occupy different

positions with different specialties, concerns and perspective. Leads to diverge viewpoints of resources, rewards and punishments - conflicts

Perspectives on Information Perspectives on Information SystemsSystems

Management dimension of information systems

Make decisions, formulate action plan Managers set organizational strategy for

responding to business challenges Allocates all resources and coordinate work for

success In addition, managers must act creatively:

Creation of new products and services Occasionally re-creating the organization


Technology dimension of information systems Computer hardware and software

Data management technology

Networking and telecommunications technology Networks, the Internet, intranets and extranets, World

Wide Web

IT infrastructure: provides platform that system is built on

Cloud Computing


UPS Competes Globally with Information Technology

• What are the inputs, processing, and outputs of UPS’s package tracking system?

• Inputs: The inputs include package information, customer signature, pickup, delivery, time-card data, current location (while en route), and billing and customer clearance documentation.

• Processing: The data are transmitted to a central computer and stored for retrieval. Data are also reorganized so that they can be tracked by customer account, date, driver, and other criteria.

• Outputs: The outputs include pickup and delivery times, location while en route, and package recipient. The outputs also include various reports, such as all packages for a specific account or a specific driver or route, as well as summary reports for management.


• What technologies are used by UPS

• Technologies include handheld computers (DIADs), barcode scanning systems, wired and wireless communications networks, desktop computers, UPS’s central computer (large mainframe computers), and storage technology for the package delivery data.

• UPS also uses telecommunication technologies for transmitting data through pagers and cellular phone networks.

• The company uses in-house software for tracking packages, calculating fees, maintaining customer accounts and managing logistics, as well as software to access the World Wide Web.


• How are these technologies related to UPS’s business strategy?

• UPS has used the same strategy for over 90 years. Its strategy is to provide the “best service and lowest rates.”

• One of the most visible aspects of technology is the customer’s ability to track his/her package via the UPS Web site. However, technology also enables data to seamlessly flow throughout UPS and helps streamline the workflow at UPS. Thus, the technology described in the scenario enables UPS to be more competitive, efficient, and profitable.

• The result is an information system solution to the business challenge of providing a high level service with low prices in the face of mounting competition.


• What problems do UPS’s information systems solve?

• Some problems this information system solves relate directly to logistics and supply chain activities, not just for itself, but also for other companies. These services include supply chain design and management, freight forwarding, customs brokerage, mail services, multimodal transportation, and financial services, in addition to logistics services.

• Because of the advanced integration of its technology, UPS can provide these services cheaper and more efficient than most companies can create them in-house.


• What are the key elements for the success of UPS systems?

• Barcoded package information also ensure data quality

• User friendly handheld computing device (Delivery Information Acquisition Device (DIAD))

• Most efficient delivery route for each driver considering traffic condition, weather conditions and location for each stop

• Saves 28 million truck travelling and 3 million gallons of fuels in each year

• Effective workflow systems seamless with business process


• What are the key elements for the success of UPS systems?

• Customer can also know the status through tracking system

• Customer self service capabilities

• Seamless integration of the tracking systems with back end application and also with devices

• System provides the complete tracking data for effective control and improvement

• Customers view UPS’s technology as value-added services as opposed to increasing the cost of sending packages


Dimensions of UPS tracking system Organizational:

Procedures for tracking packages and managing inventory and provide information

Management: Monitor service levels and costs

Technology: Handheld computers, bar-code scanners, networks,

desktop computers, etc.


Business perspective on information systems: Information system is instrument for creating value Investments in information technology will result in

superior returns: Productivity increases Revenue increases Superior long-term strategic positioning

Business information value chain Raw data acquired and transformed through stages that

add value to that information Value of information system determined in part by extent

to which it leads to better decisions, greater efficiency, and higher profits



From a business perspective, information systems are part of a series of value-adding activities for acquiring, transforming, and distributing information that managers can use to improve decision making, enhance organizational performance, and, ultimately, increase firm profitability.

The Business Information Value ChainThe Business Information Value Chain

Investing in information technology does not guarantee good returns

Considerable variation in the returns firms receive from systems investments

Factors: Adopting the right business model Supportive values, structures and behavior pattern Investing in complementary assets (organizational and

management capital)


Complementary assets: Assets required to derive value from a primary

investment like – for Automobiles requires investment in highway, roads, petrol pump, service points etc.

Firms supporting technology investments with investment in complementary assets receive superior returns

E.g.: invest in technology and the people to make it work properly


Complementary assets include: Organizational investments, e.g.

Appropriate business model Efficient business processes

Managerial investments, e.g. Incentives for management innovation Teamwork and collaborative work environments

Social investments, e.g. The Internet and telecommunications infrastructure Technology standards



The study of information systems deals with issues and insights contributed from technical and behavioral disciplines.

Contemporary Approaches to Information SystemsContemporary Approaches to Information Systems

• Technical approach

• Emphasizes mathematically based models

• Computer science, management science, operations research

• Behavioral approach

• Behavioral issues (strategic business integration, implementation, etc.)

• Psychology, economics, sociology

Contemporary Approaches to Contemporary Approaches to Information SystemsInformation Systems

• Management Information Systems• Combines computer science, management science,

operations research and practical orientation with behavioral issues

• Four main actors• Suppliers of hardware and software• Business firms• Managers and employees• Firm’s environment (legal, social, cultural context)

ContemporaryContemporary Approaches to Approaches to Information SystemsInformation Systems

• Approach of this book: Sociotechnical view

• Optimal organizational performance achieved by jointly optimizing both social and technical systems used in production

• Helps avoid purely technological approach

ContemporaryContemporary Approaches to Approaches to Information SystemsInformation Systems

Change Business Impact

Technology

Cloud Computing Dynamic and Agile Business Need

Growth of SaaS Effective Business Model

Mobile Digital Platform Solution Penetrations

Management

Online Collaboration and Social Networking

Effective user involvement

BI Intelligent and Smart Decisions

Mobile Tools – Smartphones, Mobile Internet Devices

Accuracy, Speed and richness

Virtual Meeting Improving Collaboration and Decision making

Organization

Web 2.0 Collaboration and Online Community

Outsourcing Production Reduce production and service cost

Telework in the workplace

Work from home enhance productivity

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