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Copyright © 2015 Pearson Canada Inc. 2-1
CHAPTER 2
How Businesses Use Information Systems
Managing Information SystemsSeventh Canadian Edition
Laudon, Laudon and Brabston
Copyright © 2015 Pearson Canada Inc. 2-2
Business Processes and Information Systems
Business processes
• The manner in which work is organized, coordinated, and focused to produce a valuable product or service
• Every business is a collection of business processes
Information technology enhances business processes
• increases efficiency of existing processes
• enables new processes that can transform the business
Copyright © 2015 Pearson Canada Inc. 2-3
How Information Technology Improves Business Processes
• Business processes:
– The logically related tasks and behaviours that organizations develop over time to produce specific business results
– Unique manner in which these activities are organized or created
– May be tied to functional area or be cross-functional (e.g. developing a new product)
• Business processes may be assets or liabilities
Copyright © 2015 Pearson Canada Inc. 2-6
How Information Technology Improves Business Processes
Examples of functional business processes
– Manufacturing and production
• Assembling the product
– Sales and marketing
• Identifying customers
– Finance and accounting
• Creating financial statements
– Human resources
• Hiring employees
Copyright © 2015 Pearson Canada Inc. 2-7
1. Increasing efficiency of existing processes
• Automating steps that were manual
2. Enabling entirely new processes that are capable of transforming the businesses
• Change flow of information
• Replace sequential steps with parallel steps
• Eliminate delays in decision making
How Information Technology Improves Business Processes
Copyright © 2015 Pearson Canada Inc. 2-8
Transaction processing systems
• Perform and record daily routine transactions necessary to conduct business
• Examples: sales order entry, payroll, shipping
• Allow managers to monitor status of operations and relations with external environment
• Serve operational levels
• Serve predefined, structured goals and decision making
Types of Information Systems
Copyright © 2015 Pearson Canada Inc. 2-10
Systems for Business Intelligence
• Business Intelligence Systems for Decision Support
– Business intelligence: data and software tools for organizing, analyzing, and providing access to data to help managers and other enterprise users make more informed decisions.
– Management Information Systems (MIS)
– Decision Support Systems (DSS)
– Executive Support Systems (ESS)
Copyright © 2015 Pearson Canada Inc. 2-12
Management Information Systems (MIS)
• Serve middle management
• Provide reports on firm’s current performance, based on data from TPS
• Provide answers to routine questions with predefined procedure for answering them
Copyright © 2015 Pearson Canada Inc. 2-13
Decision Support Systems (DSS)
• Serve middle management
• Support nonroutine decision making
– Example: What is impact on production schedule if December sales doubled?
Copyright © 2015 Pearson Canada Inc. 2-14
Executive Support Systems (ESS)
• Support senior management
• Address nonroutine decisions requiring judgment, evaluation, and insight
Copyright © 2015 Pearson Canada Inc. 2-15
• Enterprise applications
− Enterprise systems (ERP)
− Supply Chain Management Systems (SCM)
− Customer Relationship Management
Systems (CRM)
− Knowledge Management Systems (KMS)
− Intranets and Extranets
Systems for Linking the Enterprise
Copyright © 2015 Pearson Canada Inc. 2-16
Enterprise Systems
• Also known as enterprise resource planning (ERP) systems
• Collect data from different functions and store data in single central data repository
• Resolve problem of fragmented, redundant data
Copyright © 2015 Pearson Canada Inc. 2-17
Supply Chain Management (SCM) systems
• Manage firm’s relationships with suppliers
• Interorganizational systems
• Share information about
− Orders, production, inventory levels, delivery of products
and services
• Goal: Right amount of products to destination with
least amount of time and lowest cost
Copyright © 2015 Pearson Canada Inc. 2-18
Customer relationship management (CRM) systems
• Provide information to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention
• Integrate firm’s customer-related processes and consolidate customer information from multiple communication channels
Copyright © 2015 Pearson Canada Inc. 2-20
Knowledge management systems (KMS)
• Support processes for acquiring, creating, storing, distributing, applying, integrating knowledge
• Collect internal knowledge and link to external knowledge
• Include enterprise-wide systems for:
• Managing documents, graphics and other digital knowledge objects
• Directories of employees with expertise
Copyright © 2015 Pearson Canada Inc. 2-21
Intranets and Extranets
• Internal networks built with same tools and standards as Internet
• Used for internal distribution of information to employees
• May connect to company’s transaction systems
Copyright © 2015 Pearson Canada Inc. 2-22
E-Business, e-commerce, and e-government
• E-business
– Use of digital technology and Internet to drive major business processes
• E-commerce
– Subset of e-business
– Buying and selling goods and services through Internet
Continued …
Copyright © 2015 Pearson Canada Inc. 2-23
E-Business, e-commerce, and e-government (cont.)
• E-government:
– Using Internet technology to deliver information and services to citizens, employees, and businesses
Copyright © 2015 Pearson Canada Inc. 2-24
Systems for Collaboration and Social Business
• ‘Interaction’ jobs a major part of global economy
• Methods include:
• Internet-based collaboration environments
• E-mail and instant messaging (IM)
• Cell phones and smartphones
• Social networking
• Wikis
• Virtual worlds
Copyright © 2015 Pearson Canada Inc. 2-25
What is Social Business?
• The goal of social business is to deepen interactions with groups inside and outside the firm
• to expedite and enhance information-sharing, innovation, and decision making.
Copyright © 2015 Pearson Canada Inc. 2-27
Business Benefits
• Investments in collaboration technology can produce organizational improvements returning high ROI
• Benefits:
– Productivity
– Quality
– Innovation
– Customer service
– Financial performance
• Profitability, sales, sales growth
Copyright © 2015 Pearson Canada Inc. 2-29
Building a Collaborative Culture and Business Processes
• “Command and control” organizations – No value placed on teamwork or lower-level
participation in decisions
• Collaborative business culture– Senior managers rely on teams of employees
– Policies, products, designs, processes, systems rely on teams
– Managers purpose is to build teams
Copyright © 2015 Pearson Canada Inc. 2-31
The Information Systems Department
• Formal organizational unit responsible for information technology services
• Often headed by chief information officer (CIO)
• Other senior positions include chief security officer (CSO), chief knowledge officer (CKO), chief privacy officer (CPO)
• Programmers
Continued …
Copyright © 2015 Pearson Canada Inc. 2-32
The Information Systems Department (cont.)
• Systems analysts
• Information systems managers
• End users
Copyright © 2015 Pearson Canada Inc. 2-33
Organizing the Information Systems Function
IT Governance:• Strategies and policies for using IT in the
organization
• Organization of information systems function
• Centralized, decentralized, etc