Professional Documents
Culture Documents
Chapter 2
GlobalEBusinessand Collaboration
Video Cases: Case 1 How FedEx Works: Enterprise Systems Case 2 IT and Geo-Mapping Help a Small Business Succeed Instructional Videos: Instructional Video 1 US Foodservice Grows Market with Oracle CRM on Demand Instructional Video 2 Comverse One Billing and Active Customer Management Instructional Video 3 Deliver Field Service Excellence
Whatarethemajorfeaturesofabusinessthatareimportantfor understandingtheroleofinformationsystems?
Problem: Using IT to win the Americas Cup race Solutions: New technology for physical engineering of boat; sensor network to monitor conditions, and data analysis to improve the performance of sails and more
3/5/2013
IBM Oracle Database 11g data management software provided real time analysis of boats sensor data Demonstrates ITs role in fostering innovation and improving performance Illustrates the benefits of using data analysis and IT to improve products
Organizing a Business: Basic Business Functions Fourbasicbusinessfunctions Manufacturingandproduction Salesandmarketing Financeandaccounting Humanresources
Everybusiness,regardlessofitssize, mustperformfourfunctionstosucceed succeed. Itmustproducetheproductorservice; marketandselltheproduct;keeptrack ofaccounting andfinancialtransactions; andperformbasichumanresources tasks,suchashiringandretaining employees.
Figure21
3/5/2013
Fulfilling customerorder
Firms coordinate work of employees by developing hierarchy in which authority is concentrated at top.
Senior management Middle management Operational management Knowledge workers Data workers Production or service workers
3/5/2013
Levels in a Firm
Businessorganizations are hierarchiesconsistingofthree principallevels: seniormanagement,middle management andoperational management, management.Informationsystems serveeachoftheselevels. Scientistsandknowledgeworkers oftenworkwithmiddle management.
Global environment factors Technology and science Economy Politics International change
Figure23
The Role of Information Systems in a Business Firmsinvestininformationsystemsinorderto: Achieveoperationalexcellence Developnewproductsandservices Attaincustomerintimacyandservice Improvedecisionmaking Promotecompetitiveadvantage Ensuresurvival
Figure24
3/5/2013
Serve operational managers Principal purpose is to answer routine questions and to track the flow of transactions through the organization
E.g., inventory questions, granting credit to customer
Monitor status of internal operations and firms relationship with external environment Major producers of information for other systems Highly central to business operations and functioning
A Payroll TPS
ATPSforpayroll processingcaptures employeepayment transactiondata(suchas atimecard).System outputsincludeonline andhardcopyreports for managementand employeepaychecks.
Provide middle managers with reports on firms performance To monitor firm and help p predict p future performance
Figure25
Summarize and report on basic operations using data from TPS Provide weekly, monthly, annual results, but may enable drilling down into daily or hourly data Typically not very flexible systems with little analytic capability
3/5/2013
Figure27 Figure26
Interactive Session: Technology Can Airlines Solve Their Baggage Handling? Read the Interactive Session and then discuss the following questions: What types of transactions do baggage handling systems handle? What are the people, organization, and technology components of baggage handling systems? What is the problem these baggage handling systems are trying to solve? What is the business impact of this problem? Are todays handling systems a solution? What kinds of management reports are generated from these systems?
Decisionsupportsystems(DSS):
Servemiddlemanagers Supportnonroutinedecisionmaking
Voyageestimating systems
DatadrivenDSS
3/5/2013
Executivesupportsystems(ESS):
E.g.,Whatproductsshouldwemakeinfiveyears?
Figure28
TypicallyuseportalwithWebinterface,ordigitaldashboard, topresentcontent
Digital Dashboard
Adigitaldashboard deliverscomprehensive andaccurateinformation fordecisionmaking oftenusingasingle screen.Thegraphical overview ofkey performance indicatorshelps managersquickly spotareasthatneed attention.
Interactive Session: Organizations Piloting Valero with RealReal-Time Management Read the Interactive Session and then discuss the following questions: What people, organization, and technology issues had to be addressed when developing Valeros dashboard? What Wh t measurements t of f performance f do d dashboards d hb d display? di l ? What Wh t management decisions would benefit from Valero Valeros s dashboard? What kinds of information systems are required for Valero to operate its refining dashboard? How effective are Valeros Valeros dashboards in helping management? Should Valero develop a dashboard to measure the factors in its environment which it doesnt control?
3/5/2013
Figure29
Automatingflowofinformationacrossorganizationalboundaries
3/5/2013
Customer Relationship Management Systems Helpmanagerelationshipwithcustomers Coordinatebusinessprocessesthatdealwithcustomersinsales,marketing, andcustomerservice Goals: Optimizerevenue Improvecustomersatisfaction Increasecustomerretention Identifyandretainmostprofitablecustomers
UseofdigitaltechnologyandInternettodrivemajorbusiness processes
Ecommerce:
Subsetofebusiness BuyingandsellinggoodsandservicesthroughInternet
Egovernment:
UsingInternettechnologytodeliverinformationandservicesto citizens,employees,andbusinesses
3/5/2013
What Is Collaboration? GrowingImportanceofcollaboration: Changingnatureofwork G Growth thof fprofessional f i lwork k Changingorganizationofthefirm Changingscopeofthefirm Emphasisoninnovation Changingcultureofworkandbusiness
10
3/5/2013
TheTime/Space CollaborationTool Matrix g Collaboration technologies canbeclassifiedin termsofwhetherthey supportinteractions at thesameordifferent timeorplace,and whethertheseinteractions areremoteorcolocated.
Figure211
Systemsanalysts
Principleliaisonstorestoffirm
Informationsystemsmanagers
11
3/5/2013
Information Systems Services Computingservices Telecommunicationsservices Datamanagementservices Applicationsoftwareservices Physicalfacilitiesmanagementservices ITmanagementservices ITstandardsservices ITeducationalservices ITresearchanddevelopmentservices
12