support systemsand integrated systems

8/12/2019 Support Systems and Integrated Systems

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Support Systemsand Integrated Systems


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Classifying Systems

First GenerationTransaction processing systems

Purpose: increase efficiency/accuracyAutomate manual processes

Second GenerationMIS

Purpose: keep management informed Third Generation (Support Systems)

Purpose: improve effectiveness

Fourth Generation (Integrated Sys)

Integration of other systems


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3rd Gen - Office Systems

Definition:

systems that increase productivity of

all employeesGeneric Software Packages:

Word processing, Spreadsheets, E-mail,Calendars, Presentation Makers...

Document management Organize for access

Intelligent devices: fax, copier, phone


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3rd Gen Decision Support

Purpose: to help make better decisions Using a mathematical model (model-driven)

Set of equations

May use probabilities

Analyze large data sets (data-driven) OLAP covered later under database

Using Data Visualization Diagramming (see p. 467)

Geographic Information System (474)

Giving you decision making tools ex: creativity tools, guided decision making

Inputs: User input and/or TPS data

Outputs:

Answers, pictures, guidance


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3th Gen - AI and Expert Systems

Def: Systems that mimic nature

Robotics: mimic human movement

Perceptive Syst: mimic human sensing

Natural Lang: understand human input

Expert Systems: mimic human thinkingAct as consultant to non-expert

captures the thinking of an expert

Use logic to handle large data bases ex: analyze credit card purchases

May be able to learn

May be embedded in other ISs

ex: grammar checker

Knowledge base + inference engine


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AI Techniques

AI inside Expert Systems

Rule-Based -- IF/Then

Case-Based -- content analysis Other intelligence techinques

Fuzzy Logic

more flexible thinking Neural Networks

mimic neurons

Genetic Algorithms

mimic evolution


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4th Gen - Hybrid Systems

When connect AI/ES systems

ES + ES = one system analyzessituation and another maksrecommendations

ES + AIAI first -- AI does sensing then ES

determines what to do or explainswhat was found

ES first -- ES looks for patterns, AImeasures pattern (give a rating) or

learns from the ES


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Integrated Systems in 4th Gen

Two forms of integration Integrate systems of the same type

So can share info, create consolidated repts

May have same look and feel

Integrate basic systems (TPS/MIS, Office, DSS, Expert)

Enterprise systems Advanced Operations Support

TPS/MIS integration ERP - covered in IS Fundamentals Lecture

TPS/MIS + advanced support Advanced ERP

CRM Business Process Mgt, EAI

Service Platforms

Executive support (EIS)

Support for Innovation Group DSS, KMS

Support for External Relationships (interorganizational) EDI , SCM. B2B


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4th Gen - Enterprise Resource Planning

ERP systems defined One vendor, integrates all systemsSame look/feel, can talk to each other

Integrates all depts in the value chain Primarily TPS/MIS

Beginning to add support systemsExperts systems, AI and Decision SupportMay be exploring Executive Support Systems


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4th Gen Business Process Mgt Sys

Also known as Workflow mgt

Systems used to improve the flow of work

across the organization documents have to be handled by many

proccessing, approval

news needs to be shared

in physical -- staple a routing list to it

management needs to be able track workflow

Even better play with flow

So how can an information system help?


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4th Gen - Customer Relationship Mgt

CRM for short

Purpose: Put customer first (LT relate)

Integrates

Cust data (mail, phone, web, store) touch points

Systems that support customer

Sales, marketing, service

provides support tools as well (DSS, ES, KMS) Sales force automation (SFA)

Profiling - loyalty, profitability

Tying actions to each type of customer

Service

Routing, diagnosis, tracking

Marketing

Support Up-selling, Cross-selling, Bundling


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Enterprise Application Integration

EAI for short

Web-based systems that

Connect major e-business appsLink CRM (front office)to ERP (back office)

Translator and hub (post office)

Connect different ERPs of partners

Enables process modelingCreate business rules

When order is complete, order app alerts invoicing systemto send bill and inventory to ship

Play with processes


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4th Gen - ESS or EIS

Executive Support or Exec Info Sys. Integrate other types of information

systems to create a system customized

to a higher level manager Favorite reports are included (MIS)

Access to useful DSS

Personal productivity systems

Agents or other Expert systems

Input: TPS, Models, External Info (stock quotes,news items

Updated by lower level personnel

AI/Expert system also updates

Pulled up from TPS

Provides support for strategizing


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Support for Innovation

Improve collaboration

Improve organizational learning


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4th Gen - Group DSS

Group Decision Support Systems automation of decision making techniques

brainstorming, stakeholder analysis

idea evaluation -- criteria dev, rankingscenario development

Where you find GDSS tools Decision Support Rooms Groupware or collaborative systems

GDSS + Group-oriented Office Systems whiteboard, redlining e-mail, electronic meetings Ex: www.Groupsystems.com

Teamware -- support projects on the web


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4th Gen - Knowledge Mgt Sys

Sources of knowledge (explicit/tacit)

collab/comm systems (unstructured K)

knowledge base = organizational memory

mis/dss/es analyses (semi-structured)

pockets of TACIT knowledge (immeasurable) experts, experiences

Knowledge Mgt systems -- tools to help ...

manage the organizations memory

collect it (Knowledge Acquisition)

store it (Document Management)

organize it by person, topic, how used

people get access to what they need

push it to them or they pull it

help them share it

Encourage and track


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Knowledge Management Case

American Management Systems A consulting firm New employee: Andrew Jewell Signs onto the Knowledge Center

compendium of 450 best practices on LotusNotes White papers Directory of experts

Behind the scenesreward system that says must work on one

best practice a yearsenior consultants check for conflicts

between topics

87% of execs say their firm are avg or

worse at transferring knowledge


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Types of KMS

Enterprise KMS

Structured K system Docs are easy for computer to read

TPS Reports, documents

Easy to det value, flow

Semi-structured K systemText with little or no predefined format

Multimedia

Must assess value, quality (screening)Must determine categories, flow

K Network systemDirectory of K experts

Communities of Practice

Best practice dissemination


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Knowledge Work Systems

Definition: customized systems forspecific knowledge workers

Might include.

Specialized toolsEx: Graphical, analytical,

communication, document mgt

CADcomputer aided design

Virtual reality Access to external I & K

Enhanced computing power


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4th Gen - Data Warehousing

Several layers of dbs on Db servers Operational databases (TPS data)

goal: speed, accuracy

Data Warehouse snapshot of operational db + previous years

data

Data Marts Analytical databases for specific functional areas

Based on the concept of Data Mining theres informative gold in them thar dbs!


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4th Gen - Online AnalyticalProcessing (Integrated DSS)

Step 1: Create Data Cubes

data cube = multidimensional db Store the datacubes on OLAP server

Step 2: Use OLAP software To display cube & manipulate it

Slice it, turn it To use algorithms

To look for trends, unusual events

To create graphics, reports


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East

WestDenver

FebActual Budget

Margin

Sales TV

VCR

TV

VCR

Multidimensional Database Structure

Geographic

Dimension

Time

Dimension

Product Dimension

Value in Cell

Datacube


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Support for ExternalRelationships


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Interorganizational Systems

Supply Chain concept net ofBusiness processes in diff orgs needed to

complete a product transaction

Interorganizational Systems

Allow firms to coordinate

Gen 1 - Electronic Data InterchangeWhen TPS of firm A talks to TPS of firm B

Direct connect, hub or open network

Gen 2 - Supply Chain Mgt Systems (SCM)When ERP/CRM of members are integrated

Gen 3 - Business to Business E-CommerceWhen firms use web to send transactions

Gen 4 - Joint Development SystemsGDSS/KMS between firms


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Supply Chain (Film Industry)

Distributors

Video Stores

Producers

Studios

Theaters


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SCM Systems

Operation Support (TPS)

Allow data sharing

Supply Chain ExecutionBusiness rules and trackingPush or pull orientation

Operational Intelligence

Might use an intelligent agent

Management Support

Consolidate reporting (MIS)

Supply Chain Planning (DSS/ES)


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Reading for Next Week

Subject: Hardware (IT fundamentals)

Read Ch. 6 (p. 184-208)

My Goals:

Basic understanding ofPC processing/storage/input/output

Computing in organizations

Ability to read a PC Ad and shop

So, please bring in two advertisements for acomputer system

One high priced and one moderately priced


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Project 3

Think about your job, apply concepts from class Part I

Pick a DSS technique

Part II Pick an AI technique

Part III Structured Knowledge system

Knowledge Work system Bring in PC Ads Sources

Newspapers, magazines

Computer stores

The web -- Dell Gateway etc

support systemsand integrated systems

Documents