ITFM Outcome 2 - Impact of ICT 1

Impact of ICT on Workflow

The ability to access shared information, transmit information electronically and communicate around a computer network have all reduced the need for movement and duplication of documents.

LANs and WANs … local/wide area networks allow organisations to share/access information without the need for paper copies

E-MAIL … allows for immediate communication worldwide, 24/7, without staff having to leave their desks

Impact of ICT on workflow:

reduced need for movement of people fast communication within/outwith the organisation communication is immediate, world-wide, 24/7 and cheap fewer layers of management may be required … delayering increased productivity … may require less staff … de-manning good file management system means less time wasted reduced costs … reduced labour costs

ITFM Outcome 2 - Impact of ICT 2

Impact of ICT on Working PracticesBENEFITS OF IT COSTS OF IT

increases productivity reduces waste … less equipment required if “hot desks” used increases speed of work improves accuracy production quality more consistent saves labour … may change to homeworking/teleworking increases access to information saves money as IT is less expensive and more reliable than labour saves floor space improves communication and decision-making … video- and audio-conferencing now in common use improves working conditions … fewer accidents using computers

o expensive to develop, install and maintain … initial start-up costs may be very higho may need to pay for redundancy payments and retrainingo can create problems between workers and management if staff feel that they have not been consultedo requires new skills and staff may be resistant to changeo causes stoppages in production and inconvenience when IT breaks downo can reduce staff motivationo communication may be less effective as the span of control of managers may be increased

ITFM Outcome 2 - Impact of ICT 3

The Advantages of Centralised Data Management Systems

Most companies today have company-wide, country-wide or world-wide networks of computers controlling every aspect of their activities.

The advantages of a Centralised Management Information System (MIS) or Information Systems Department are:

an organisation can obtain an overview of its data requirements and performance computer hardware and software can be standardised systems and procedures can be standardised common standards and protocols can be implemented purchase of new hardware/software can be prioritised across the company there is better control of what is being used, how and by whom there is a build-up of staff expertise and specialisation … this enables the organisation to keep abreast of developments

ITFM Outcome 2 - Impact of ICT 4

Hardware – Choice of Input, Storage and Retrieval Devices

STORAGE/RETRIEVAL DEVICES INPUT DEVICES

WRITE-PROTECTED FLOPPY DISKS … ensure stored data cannot be overwritten

VOICE DATA ENTRY … user speaks into microphone and software interprets and displays for editing

MAGNETIC TAPE … useful for holding large amounts of back-up or archived data

SCANNERS … can be used to scan documents and photographs for storage and editing

CD-ROMs … hold large amounts of data and are easily stored

HAND-HELD DEVICES … portable device to input information

WORM DISKS … good for storing graphics, photographs or achive material that does not require change

TOUCH SCREEN … allows a user to touch particular areas of screen rather than type eg McDonalds use this for entering customer orders

ZIP DISKS … hold large amounts of data with fast retrieval

LIGHT PEN/BAR-CODE READER … portable device to input information

PEN DRIVES … portable, easy to use with fast transfer of data

MAGNETIC INK CHARACTER AND OPTICAL MARK RECOGNITION

ITFM Outcome 2 - Impact of ICT 5

Software organisations use to help with Data Management

UTILITY PROGRAMMES … provide file-management activities such as searching for lost files, re-organising files on disk to free space (defragmenting), checking for viruses, user IDs and passwords.

PERFORMANCE MANAGEMENT SOFTWARE … can monitor, analyse and report on performance of computer system.

COMMUNICATIONS SOFTWARE … used to control the flow of data to and from remote sites.

APPLICATION SOFTWARE … most organisations now use a networked INTEGRATED PACKAGE eg MS Office as it uses common commands and allows data to be integrated between the different applications. However, CUSTOMISED SOFTWARE may be used for accounting.

DATABASE MANAGEMENT SYSTEM … a networked database system provides a centralised database resource for the whole organisation: data is not not stored several times in separate files data is consistent and more accurate … held once in standardised format information is available to ALL users from ONE database there is greater security … different levels of access given to users reduced time is spent inputting data … data is held on ONE file only

ITFM Outcome 2 - Impact of ICT 6

Security of Data

PHYSICAL SECURITY … in order to avoid hardware theft, organisations may mark their equipment, keep inventories, secure equipment to desks, secure storage of disks/CDs … organisations may have close down procedures to prevent unauthorised sight of or access to information.

BACK-UP PROCEDURES … organisations will have file back-up procedures in case of serious accident or damage to the system.

ACCESS RIGHTS … organisations will ensure that all who NEED access will have it … but access may be at different levels to restrict unauthorised access … this can be done by log-in procedures or by the password protection of files and data. This is essential to meet requirements of DATA PROTECTION ACT.

HELP DESK/TECHNICIAN SUPPORT … most organisations will provide these to respond to user queries or technical problems … speedy problem solving.

FILE MANAGEMENT … a good file management system should be designed to take account of an organisation’s structure and staff should be encouraged to have good file management practices … creating folders and sub-folders to organise and store work for easy and speedy retrieval of work

MONITORING OF E-MAILS … some organisations have software to monitor e-mails and hold messages if they contain anything worthy of scrutiny eg list of words to be scrutinised … monitoring of e-mails by an employer is legal

ITFM Outcome 2 - Impact of ICT 7

Integrity of DataPEOPLE SECURITY … organisations will have formal written policies and procedures, which staff often have to sign and agree to, to keep data secure from human error or malicious intent.

SPEED … the more up-to-date and timely systems and information are, the more responsive organisations can be and the better the decisions that are made … BUT, constant upgrading of hardware/software is expensive + cost of training.

ACCESSIBILITY … organisations must ensure that all who NEED access will have it, but access may be at different levels to restrict unauthorised access … this can be done by log-in procedures or by the password protection of files and data.

SECURITY AND INTEGRITY OF DATA … management must be able to rely on correct, reliable and confidential information on which to make decisions.

RESPONSIVENESS … accurate and up-to-date information must be available to managers so that they can respond quickly to threats/opportunities they face.

CUSTOMER SATISFACTION … poor data management can have a huge impact on the quality of customer service … the response times for dealing with customer queries and complaints is very important.

STAFF MORALE AND MOTIVATION … working with slow,inaccurate data or inefficient data systems can be frustrating and stressful for staff.

QUALITY OF INFORMATION … data held should be of the appropriate quality and quantity, be accurate, up-to-date and easy to find.

ITFM Outcome 2 - Impact of ICT 8

Consequences of poor management of ICT

COST … duplication of data and user effort, human error or inefficient systems all waste time and resources.

REDUCED EFFECTIVENESS … if an organisation cannot rely on good information then the quality of its decisions is affected … this reduces the effectiveness of its performance.

REPUTATION … poor responsiveness to customers, inaccurate data and consequent poor decision-making can all affect the reputation of an organisation for the worse and impact on future business.

LEGAL ACTION … organisations must conform to the legal requirements relating to holding data and ensure confidentiality … the DATA PROTECTION ACT … poor data management may lead to legal action against an organisation.

LOSS OF CUSTOMERS … poor data management can impact badly on the level of customer service that organisations can deliver.