Information RequirementsInformation Requirements

Small Business Information Small Business Information SystemsSystems

Barry FloydBarry Floyd

AgendaAgenda

• ObjectivesObjectives

• Mini-case: Professor … what should I Mini-case: Professor … what should I do?do?

• Systems Acquisition TechniquesSystems Acquisition Techniques

• Roles based design /Roles based design /– MS Dynamics Customer ModelMS Dynamics Customer Model

ObjectivesObjectives

• Understand system acquisition Understand system acquisition techniquestechniques

• Understand and apply knowledge to Understand and apply knowledge to determine requirements and purchase determine requirements and purchase an ERP system for a small businessan ERP system for a small business

• Understand and use the notion of roles Understand and use the notion of roles in designing organizational structure in designing organizational structure and in setting up an ERP system to and in setting up an ERP system to specific positions in an organizationspecific positions in an organization

ReferencesReferences

• http://www.apple.com/business/http://www.apple.com/business/

• http://http://barry.cob.calpoly.edu/tutorials/roles.barry.cob.calpoly.edu/tutorials/roles.docdoc

• http://en.wikipedia.org/wiki/http://en.wikipedia.org/wiki/Systems_Development_Life_CycleSystems_Development_Life_Cycle

Mini caseMini caseHow are you doing?  My name is xxx, and I am an alumni of Cal How are you doing?  My name is xxx, and I am an alumni of Cal

Poly.  I graduated in March of 2005 with a degree in Small Poly.  I graduated in March of 2005 with a degree in Small Business Management.  Well, as luck my have it, I am now Business Management.  Well, as luck my have it, I am now living in Costa Rica, and my girlfriend's family owns a chain of living in Costa Rica, and my girlfriend's family owns a chain of surf shops here in Costa Rica and some in El Salvador.  They surf shops here in Costa Rica and some in El Salvador.  They currently do not have any type of AIS system, and all store currently do not have any type of AIS system, and all store transactions are reported by hand.  I have been talking with transactions are reported by hand.  I have been talking with my girlfriend, and I would like to try and help them choose and my girlfriend, and I would like to try and help them choose and implement a new digital system to help run their business.  So implement a new digital system to help run their business.  So I was wondering if you would have any recommendations as to I was wondering if you would have any recommendations as to a good AIS or POS system that would be good for a medium a good AIS or POS system that would be good for a medium sized business with around 100 employees, about 15 stores, sized business with around 100 employees, about 15 stores, and that has to deal with importing, exporting, distribution, and that has to deal with importing, exporting, distribution, manufacturing, and inventory.  I had done a project at Cal Poly manufacturing, and inventory.  I had done a project at Cal Poly for a similar type of business that was using BusinessWorks for for a similar type of business that was using BusinessWorks for their AIS, and Retail Pro for their POS.  What do you think their AIS, and Retail Pro for their POS.  What do you think about these two systems?  Also, I have looked into QuickBooks about these two systems?  Also, I have looked into QuickBooks for both an AIS and POS system.  I have tried researching AIS for both an AIS and POS system.  I have tried researching AIS systems on the internet, but find it hard to find good systems on the internet, but find it hard to find good information.  Any advice you can give me would be extremely information.  Any advice you can give me would be extremely helpful.  Thank you very much for your time and consideration. helpful.  Thank you very much for your time and consideration.

System Acquisition System Acquisition TechniquesTechniques• Insourcing - having IT specialists within an Insourcing - having IT specialists within an

organization build the organization’s systemorganization build the organization’s system• Selfsourcing having knowledge workers within Selfsourcing having knowledge workers within

an organization build the organization’s an organization build the organization’s system system

• Prototyping creating a model, which displays Prototyping creating a model, which displays the necessary characteristics of a proposed the necessary characteristics of a proposed system system

• Outsourcing having a third party (outside the Outsourcing having a third party (outside the organization) to build the organization’s organization) to build the organization’s system so expert minds can create the system so expert minds can create the highest quality system by. highest quality system by.

InsourcingInsourcing

• PlanningPlanning – establishing the plans for creating an – establishing the plans for creating an information systeminformation system

• AnalysisAnalysis – the users and IT specialists collaborate to – the users and IT specialists collaborate to collect, comprehend, and logistically formalize business collect, comprehend, and logistically formalize business requirements requirements

• DesignDesign – this is where the technical blueprint of the – this is where the technical blueprint of the system is createdsystem is created

• DevelopmentDevelopment – executing the design into a physical – executing the design into a physical system system

• TestingTesting – testing the developed system – testing the developed system • ImplementationImplementation – the systems are placed and used in – the systems are placed and used in

the actual workforcethe actual workforce• MaintenanceMaintenance – keeping the system up to date with the – keeping the system up to date with the

changes in the organization and ensuring it meets the changes in the organization and ensuring it meets the goals of the organizationgoals of the organization

Self SourcingSelf Sourcing

• Align selfsourcing applications to the goals of the Align selfsourcing applications to the goals of the organization – All intentions must be related to organization – All intentions must be related to the organization’s goals and time management is the organization’s goals and time management is key. key.

• Establish what external assistance will be Establish what external assistance will be necessary – this may be where an IT specialist in necessary – this may be where an IT specialist in the organization may assist the organization may assist

• Document and formalize the completed system Document and formalize the completed system created for future users – created for future users –

• Provide ongoing support - being able to maintain Provide ongoing support - being able to maintain and make adjustments to the system as the and make adjustments to the system as the environment changes environment changes

PrototypingPrototyping

• Gathering requirements Gathering requirements

• Create prototype of system Create prototype of system

• Review by knowledge workers Review by knowledge workers

• Revise the prototype Revise the prototype

• Market the idea of the new system Market the idea of the new system

OutsourcingOutsourcing

• Purchasing existing software and paying the publisher to make certain Purchasing existing software and paying the publisher to make certain modifications and paying the publisher for the right to make modifications modifications and paying the publisher for the right to make modifications yourself yourself

• Outsourcing the development of an entirely new unique system for which no Outsourcing the development of an entirely new unique system for which no software exists software exists

• Selecting a target system – make sure there is no confidential information critical Selecting a target system – make sure there is no confidential information critical to the organization that others should not see. If the organization is small to the organization that others should not see. If the organization is small enough, consider selfsourcing enough, consider selfsourcing

• Establish logical requirements - IT specialists and knowledge workers collaborate Establish logical requirements - IT specialists and knowledge workers collaborate in a joint application design (JAD) and discuss which tasks to undertake to make in a joint application design (JAD) and discuss which tasks to undertake to make the system most successful to gather business requirements the system most successful to gather business requirements

• Develop a request for a proposal – a request for proposal (RFP) is created and Develop a request for a proposal – a request for proposal (RFP) is created and formalized. It includes everything the home organization is looking for in the formalized. It includes everything the home organization is looking for in the system and can be used as the legal binding contract system and can be used as the legal binding contract

• Evaluate request for proposed returns and choose a vendor amongst the many Evaluate request for proposed returns and choose a vendor amongst the many who have replied with different prototypes who have replied with different prototypes

• Test and Accept a Solution – the chosen system must be tested by the home Test and Accept a Solution – the chosen system must be tested by the home organization and a sign-off must be conducted organization and a sign-off must be conducted

• Monitor and Reevaluate – keep the system up to date with the changing Monitor and Reevaluate – keep the system up to date with the changing environment and evaluate the chosen vendor’s ability and accommodate to environment and evaluate the chosen vendor’s ability and accommodate to maintain the system maintain the system

The Microsoft Dynamics The Microsoft Dynamics Customer ModelCustomer Model

• A multifaceted model that Microsoft A multifaceted model that Microsoft has developed in order to compete has developed in order to compete effectively in the ERP software effectively in the ERP software domaindomain

ObjectivesObjectives

• Understand the different ‘people’ in this modelUnderstand the different ‘people’ in this model• Understand the different processes and Understand the different processes and

activities in this modelactivities in this model• Map the ‘people’ and the processes/activities Map the ‘people’ and the processes/activities

to your business and clearly identifyto your business and clearly identify• Map the above to QuickBooks and to Great Map the above to QuickBooks and to Great

Plains DynamicsPlains Dynamics• Use this knowledge to help understand how to Use this knowledge to help understand how to

select an Information System for an select an Information System for an organizationorganization

Blurbs …Blurbs …

• Competitive advantage comes from the ability to Competitive advantage comes from the ability to transform ideas into value through process transform ideas into value through process innovation, strategic insights and customized innovation, strategic insights and customized services.services.

• A recent study showed that 56 percent of workers A recent study showed that 56 percent of workers are overwhelmed by multiple simultaneous are overwhelmed by multiple simultaneous projects and interrupted too often; one-third say projects and interrupted too often; one-third say that multi-tasking and distractions are keeping that multi-tasking and distractions are keeping them from stepping back to process and reflect them from stepping back to process and reflect on the work they're doing. In the United Kingdom, on the work they're doing. In the United Kingdom, it's estimated that stress accounts for nearly one-it's estimated that stress accounts for nearly one-third of absenteeism and sick leave.third of absenteeism and sick leave.

“The software challenges that lie ahead are less about getting access to the information people need and more about making sense of the information they have…”

Bill GatesChairman and Chief Software Architect

Microsoft Corporation

Model …Model …

• See charts at front of room …See charts at front of room …

Elements in Customer Elements in Customer modelmodel• 61 “personas” or “user profiles” which represent a 61 “personas” or “user profiles” which represent a

typical view of the people that can occur within an typical view of the people that can occur within an organization defined primarily by the collection of roles organization defined primarily by the collection of roles they have. (A role is a specific grouping of tasks that a they have. (A role is a specific grouping of tasks that a persona is responsible for or participates in.) persona is responsible for or participates in.)

• Five midsize business departments (Operations, Finance, Five midsize business departments (Operations, Finance, Human Resources, Sales & Marketing, IT & Partners)Human Resources, Sales & Marketing, IT & Partners)

• 15 typical departmental organization charts showing 15 typical departmental organization charts showing how the personas are typically organized in these five how the personas are typically organized in these five departmentsdepartments

• 33 process groups that represent the work people do 33 process groups that represent the work people do within business scenarioswithin business scenarios

• 155 processes and subsequent tasks and steps defined 155 processes and subsequent tasks and steps defined across the 33 business process groupsacross the 33 business process groups

DefinitionsDefinitions

• Small business – 50 or fewer people Small business – 50 or fewer people

• Midsize business – 50 to 1000 people Midsize business – 50 to 1000 people in the organizationin the organization

Roles vs. PersonaRoles vs. Persona

• A persona or user profile is an A persona or user profile is an abstraction that represents a typical abstraction that represents a typical view of the people that can occur view of the people that can occur within an organization defined within an organization defined primarily by the collection of roles primarily by the collection of roles they have they have

• A role is a specific grouping of tasksA role is a specific grouping of tasks

Sample RoleSample Role

AnnieAnnie– Initiates payments to Initiates payments to

suppliers by selecting suppliers by selecting vouchers to payvouchers to pay

– Creates, sends and posts Creates, sends and posts transactionstransactions• Annie - Annie -

BookkeeperBookkeeper

1. Select transactions to pay

5. Sends Payments

6. Post Payments

2. Submit for approval

3. Approve

AnnieAnnie

KeKenn

TracTracyy

PhyllPhyllisis

4. Creates Payments

AccountingAccounting

Building the Model for Building the Model for Enterprise System Enterprise System DevelopmentDevelopment(Personas Research)(Personas Research)• Intended primarily for internal use at Intended primarily for internal use at

MicrosoftMicrosoft

• Collection of research over 3 year period Collection of research over 3 year period

• 1,400 interviews at 280 sites1,400 interviews at 280 sites

• Resulting in 61 personasResulting in 61 personas

• PeoplePeople

• DepartmentsDepartments

• ProcessesProcesses

Personas Research Involves Personas Research Involves

• Observing peopleObserving people

• Examining organization chartsExamining organization charts

• Analyzing internal processes across Analyzing internal processes across departments/sub-unitsdepartments/sub-units

• Analyzing external processes that Analyzing external processes that interface with suppliers, partners and interface with suppliers, partners and customerscustomers

Design GoalsDesign Goals

• Reduce ComplexityReduce Complexity– Create role-based user Create role-based user

experiences by hiding irrelevant experiences by hiding irrelevant features and datafeatures and data

• Help Users FocusHelp Users Focus– Help users get an overview of the Help users get an overview of the

business so they can prioritize business so they can prioritize and plan their activitiesand plan their activities

• Promote Likely ActionsPromote Likely Actions– Center the design around user Center the design around user

goals and promote actions related goals and promote actions related to these goalsto these goals

• Push Information Push Information – Let the system inform users about Let the system inform users about

situations that require their situations that require their attentionattention

• Support CollaborationSupport Collaboration– Make it easy for users to Make it easy for users to

collaborate on data and taskscollaborate on data and tasks

• Be SmartBe Smart– Utilize the knowledge we have Utilize the knowledge we have

about users and their goalsabout users and their goals• Ensure FlexibilityEnsure Flexibility

– Enable partners, customers Enable partners, customers and end-users to adapt the UI and end-users to adapt the UI when the business changeswhen the business changes

• Embrace the FamilyEmbrace the Family– Ensure users can utilize same Ensure users can utilize same

interaction patterns across MS interaction patterns across MS productsproducts

• Create Appealing VisualsCreate Appealing Visuals– PowerfulPowerful– SolidSolid– ComfortableComfortable– CompellingCompelling

A role-based user experience crafted towards the individual users needs and goals…

Pain Points - Current AppsPain Points - Current Apps

• Pain Points:Pain Points:– Difficult to learnDifficult to learn– Hard to navigateHard to navigate– Difficult to get Difficult to get

information outinformation out– Poor end-to-end Poor end-to-end

experienceexperience– Poor integration with Poor integration with

other applicationsother applications– Low flexibilityLow flexibility

• But also:But also:– Effective data-entry Effective data-entry

formsforms– Effective keyboard Effective keyboard

interactioninteraction

Dynamics Customer Model for Dynamics Customer Model for Enterprise SystemsEnterprise Systems

Overall Microsoft goals for the projectOverall Microsoft goals for the project• Provide useful and practical research that Provide useful and practical research that

product teams could use to make informed product teams could use to make informed decisions when planning and designingdecisions when planning and designing

• Describe how people in departments conduct Describe how people in departments conduct activities within and across organizations activities within and across organizations

• Central repository for all of Microsoft Central repository for all of Microsoft knowledge and research regarding processes knowledge and research regarding processes and people and people

• Allow for planning and designing for processes Allow for planning and designing for processes as well as specific usersas well as specific users

Processes and RolesProcesses and Roles

• Processes and Roles ImageProcesses and Roles Image

Sample User Screen / Role-Sample User Screen / Role-BasedBased

Sample Sales Entry ScreenSample Sales Entry Screen

Dynamics Customer ModelDynamics Customer Model

Impact!!!Impact!!!• Feature teams and entire products are focused on a Feature teams and entire products are focused on a

set of processes and related personasset of processes and related personas• Refer to them by name in meetings and specsRefer to them by name in meetings and specs• ““Adopt a persona” during bug bashesAdopt a persona” during bug bashes• All reviews and presentations must describe the All reviews and presentations must describe the

scenario, personas, and specific pains that are being scenario, personas, and specific pains that are being addressed (including BillG reviews)addressed (including BillG reviews)

• Recruiting tool for research Recruiting tool for research • External press and analyst articlesExternal press and analyst articles• Processes and personas drive our benchmarking Processes and personas drive our benchmarking

activitiesactivities

Our goal in using personasOur goal in using personas

• Better understand what happens in Better understand what happens in an organization by identifying an organization by identifying individuals and the tasks they individuals and the tasks they perform.perform.

• Better understand how technology Better understand how technology can support people at work through a can support people at work through a focused understanding of IS and its focused understanding of IS and its impact on task performance.impact on task performance.