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SYSTEMS FROM A FUNCTIONAL

PERSPECTIVE

Introduction;

IT in business as there are business activities to bePerformed, business problems to be solved, & businessopportunities to be pursued.

As a business professionals, you have a specificunderstanding of how ISs affects a business functions &Appreciation of the major ways. ISs are used to supporteach of the functions of the business that must be

Accomplished.

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FUNCTIONALBUSINESSSYSTEMS

MARKETING

IS

HRMIS

FINANCEISACCOUNTING

IS

PRODUCTION/Mfg IS

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Marketing & Sale IS

Marketing is concerned with the planning, promotion, & sale of

existing products in existing market.Business firms have increasingly tuned to IT to help them toperform vital marketing functions in the face of the rapid changesof todays environment.

Marketing IS

Interactivemarketing

Sales forceAutomation

CRMSale

Management

MarketingResearch &forecasting

Advertisement&

Promotion

ProductManagement

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Input Transaction Documents Customer order Order acceptance Delivery note Invoice, credit note, debit note

Accounting1. Product sale2. Sales value

3. Sales Tax4. Dealer & distribution5. Zone & customer6. Excise duty &export market, etc

Reports Statutory compliance Information update Decision analysis

Action update Operation update (customer complaints, order book, d

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Manufacturing IS

IS used for operations of mgt & transaction processingSupport of all firms that must plan, monitor, & controlinventories, purchases & flow of goods & services. IShelping them to plan & control their operations.

Mfg IS help companies to simplify, automate, &integrate the many activities which are needed to produceProducts.

Examples;CAD & CAE, CAM

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Productionforecasting

Productionscheduling

MaterialRequirement

planningCapacityplanning

Pro. Costcontrol

Qualitycontrol

Shop floorscheduling

Shop floorcontrol

Machinecontrol

Roboticscontrol

Processcontrol

CAD

CAE

Com. AidedProcessplanning

Productsimulation &

prototyping

Mfg resource planning Mfg execution EngineeringSystems system system

ERP

Computer Integrated Mfg

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Input Transaction Documents Production programme Production schedule Process planning sheet Quality assurance rating form Finished goods advice Material requirement Customer order

Accounting1. Quantity of production with respect to a time period2. Material requirement & its usage3. Breakdown incidence

4. Use of power, fuel & consumablesReports Statutory complaisance Information update

Decision analysis Action update

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Accounting IS

A/C ISs are the oldest & mostly widely used IS in business

Computer based A/C systems produce records & reports,the flow of funds through an org & produce important financialstatements such as balance sheet & income statements

Operational A/C systems emphasize legal & historical recordskeeping & the production of accurate financial

Typically, these systems includes TPS such as order processin

inventory control, accounts receivable, A/C payable, payroll &general ledger systems

Mgt A/C systems focus on the planning & control of businessoperations, & analytical reports comparing forecasted to

actual performance

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HRM IS

Systems maintain Eyees records, track Eyee skills, job

performance, training, Eyee compensation & carrier developmeninformation by support planning.

HR Systems Mgt Report

Online queries

EyeesMaster

file

Eyees data (from various Dept) To pay roll

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Input Transaction Documents

Personnel application form

Appointment letter

Appraisal form Wage/salary agreement

Record of complaints, grievances,

accidents Biodata, self & family

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Accounting Attendance Manpower

Leave Loans & deductions Skills Production data

Control1.Probable absence versus workload2.Projection of personnel cost against manpower

increase, etc

Reports Statutory report Information update Operation update Decision analysis

Action update

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Financial IS

Computer based financial IS supports business mgers &

Professionals in decisions.1. The financing of a business2. The allocation & control of financial resources

CashMgt

Investment

Mgt

Capitalbudgeting

Financial

planning

Financial

IS

Reports

M d l f I f ti P i

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Model of Information Processing

OLTPSystems

RDBMS

ApplicationDevelopment Systems

A/CApplication

QueryApplication

DBMS

Analysis

ApplicationControl

Application

StatutoryCompliance

KnowledgeUpdate

Print Reports

OperationUpdate

DecisionAnalysis

Screen Display

ActionUpdate

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IS in BankingBanking is generally understood as a place where the financial

services are offered, viz checking, savings, & providing credit to

the customers.

The customers choose the bank mainly on the following 3 factors;1. The ease of doing business2. The quality of personnel & service

3. The range of the financial service

The MIS in banking industry revolves around this aspect. Thecustomer of the bank would like to know the status of the A/Cvery fast to make decision on withdrawals or payments.

Hence the MIS is to be designed to identify, decide &design a service strategy for offering a distinctive service to thewide range of customers seeking a variety of service demand.the following points should be taken care of whiledesigning an MIS for a bank

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Customer DB

1. Customer

2. Operator3. Range of Service

4. Class of customers

5. Working Hours

Service to the A/C holders

Service for business promotions

The index monitoring system

Human resource upgrade

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IS in Hospital

The role of a hospital in todays worldhas changed from the medical andclinical assistance to health care with

a concern for the people who need it.

It is a missionary organisationestablished to provide health care

services to the needy with the mottodont make them sick while theyare trying to get well.

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The hospitals may handle a person who isnot a patient and hence we call a presonvisiting a hospital a customer and not a

Patient. Hence, the customer profile would

includes besides a patient, an associate ofa patient, a consultant, a para medical

personnel, a medicine suppplier and so on. The customer can easily discriminate

between the quality of care and quality ofcaring, between treated medically and

being treated personally, between beingserved at least cost and served withefficiency an effectiveness.

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The customer can easily discriminatebetween the quality of care andquality of caring, between treated

medically and being treatedpersonally, between being served atleast cost and served with efficiency

an effectiveness.

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Todays hospitls use a lot of medical hardware

and software in health care activity.

Health care based on diagnostic aids andassistance through an X ray, scanning,pathological tests, and knowledge base of casehistory etc.

The role played by these aids is so vital andimportant that is is called Medical Engneering

The medical engineering has helped the medicalprofessionals to reduce the drudgery of health

care and concentrate on diagnosis, prescriptionsand treatment.

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Front end applications

Patient database to handle thequeries on the existing patients andthe patients treated and discharged.

Medical server database name,addresses,telephones , etc. of allmedical staff including doctors,

nurses, technicians. Holidays worktimes, and locations on weekdays forcontact.

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Resource planning and control anonline query facility to answer thenumber of queries on the availability,

scheduling and rescheduling of theresourses and the facilities.

For judging the usage of the facilities

and to put them in proper use.

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Medical case history database knowledge on the case history for

the guidance and research.Monitoring the effect of the

drugs to judge the efficiency in terms

of the patients response.Analyse the health care

demand and make planning for the

health service.

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BACK OFFICE APPLICATION

Core application

Man power and personnel planning

Hospital billing and recovery Inventory contol, planning and expiry

date management

Resource utilisation and analysis

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Critical control applications

Evolve the basic stndards for controland provide exception reports to themanagement for forward planningand control

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MIS IN SERVICE SECTOR

The mission in a service industry is ofproviding the most satisfying service tothe customer

IS IN HOTEL INDUSTRY Traditionally hotels are meant as place for

convenience.

Transition has taken place from

convenience to comfort, to enjoyment tototal service.

The hotel management always faces theproblem of providing the best distinctive

service to the customers.

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The MIS for the hotel managementaddresses the issues of assessing thecustomer expectations and their

perceptions and fulfilling hem in the estpossible manner.

The MIS, therefore, has the following theresponsibilities to provide the best

information support.1.keep track of customers profile.

2.monitoring occupancy level.

3.project future needs.

4.monitor the level of expectations.

5.monitor the communication needs.

6.customer data base.

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1.Keep track of customer profile

The following information is to be kept inthe customer data base.

1.type of the customer

2.the nature or purpose of visit3.the service demanded

4.the duration of stay

5.the socio-economic class of thecustomer

6.the religion,language, and culture ofcustomer

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This information will helps to anticipatethe expectations about the service and

the process of offering the service andits output.

This will enable the hotel managementto make the investment decisions tooffer different service basedinfrastructure.

Eg:swimming pool, travel relatedinformation counters, transportfacilitiesetc

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2.monitoring occupancy level

It is necessary to control theoccupancy at high level.

The MIS provide the information on a

high or low level.This would help the management to

take action by evolving different

tariff schemes, personalized serviceand so which make the difference tothe customer.

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3.PROJECT FUTURE NEEDS

The MIS should provide information onnew needs which are emerging in theforeseeable future.

for eg: the hotels where originallyconceptualized as a place of stay,but therole has now changed. It is now a placefor business meetings, conference,

marriage parties and entertainmentsource also.

The management than has to provide thenecessary infrastructure at all levels tomeet such needs.

4 MONITOR THE LEVEL OF

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4.MONITOR THE LEVEL OFEXPECTATIONS

The customer expectations on the service level

norm differs from class to class and service toservice.

The efficient and effective process is a function oftraining, understanding and knowledge of manpower.

It is therefore, necessary to built a proper manpower grid to take care of the quality of service.

If the service level expectations have changed,thenorm should be changed.

The MIS should certainly monitor the expectations

and the man power needs.This would help thehotel management in the HRD function.

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5. Monitor the communication needs The communication makes interaction with the

customer a comfortable exercise. It is necessaryto upgrade the knowledge and skills of allemployees to fulfill the needs of customer.

For example: the employees at the reception

should be well informed to answer the queriesfrom the tariff to the facilitates in the hotel, theservice offered by various hotel agencies, theinformation on sight seeing places, the otherhotels,important locations, a different way ofgreeting to the different customers and so on.

The MIS should monitor such communicationneeds helping the management to improve the

knowledge and skills of employees.

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6.customer data base

Most of the hotels create a customer database for handling a variety of applications.Such as data base handles a personalinformation about the customer.

The data base is used by the management to

build a good organization relationship, tocreate a sense of care and concern.

Most of the MIS systems in an hotel ormanaged as front end back office systems.

Front end system handle customer interactionand back office systems handle processing ofcommercial data such as billing,accounting,correspondence, inventory and generaladmissions.