1.1 © 2010 by prentice hall information systems in business today chapter 1 video cases case 1: ups...

1.1 © 2010 by Prentice Hall

INFORMATION SYSTEMS IN BUSINESS TODAY

Chapter 1

VIDEO CASESCase 1: UPS Global Operations with the DIAD IVCase 2: IBM, Cisco, Google: Global Warming by Computer


用書


用書

管理資訊系統 12/e Laudon

東華書局

周宣光譯

1


上課方式

課本內容、補充教材個案討論、分組報告


成績

期中考： 30% 期末考： 40% 平時：　上課態度與出席率 15% 個案報告 15%


分組報告

4 人一組於指定時間前二天上傳 (.ppt) 各組於指定時間上台報告 20 分鐘 / 組 ( 每人皆需上台 )


Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY

Understanding the effects of information systems on business and their relationship to globalization.

Explain why information systems are so essential in business today.

Define an information system and describe its management, organization, and technology components.

Learning Objectives



Define complementary assets and explain how they ensure that information systems provide genuine value to an organization.

Describe the different academic disciplines used to study information systems and explain how each contributes to our understanding of them.

Explain what is meant by a sociotechnical systems perspective.

Learning Objectives (cont.)


資訊管理的意義 ( 謝清佳、吳琮璠 )

一 . 從「功能」剖析二 . 從「對象」剖析三 . 從「目的」剖析四 . 從「效用」剖析


一 . 從「功能」剖析 ( 謝清佳、吳琮璠 )

資訊科技產品的管理資訊科技、資訊相關人員的管理


(1) 資訊管理的基本概念

資訊科技產品…（設備管理）專業人員………（人事管理）

資訊管理

管理

資訊管理

管理

資訊資源

(2) 資訊管理基本概念之剖析

一 . 從「功能」剖析 ( 謝清佳、吳琮璠 )


設備管理 ( 謝清佳、吳琮璠 )

設備管理的工作對應到 MIS 的工作項目設備需求規劃設備的選購設備的使用

設備的維修

電腦容量管理、網路需求規劃電腦評選使用者訓練、即時解決使用時的問題、確保資料及設備的安全軟、硬體維修


人事管理 ( 謝清佳、吳琮璠 )

人力管理的工作對應到 MIS 的工作項目

人力資源需求規劃

人員的招募人員的訓練人員的工作績效評估人員的生涯規劃

MIS 部門各種職位需多少人？

人員的招募人員的訓練各 MIS 職位的工作人員，如何評估其工作績效？人員的生涯規劃


系統分析師 ( 謝清佳、吳琮璠 ) 工作範圍及所需具備的知識與技術

業務知識

軟體知識

硬體知識

評估技術

開發技術

設計技術

溝通技術

口頭報告技術談判技術面談技術專案管理技術書面溝通技術

程式設計師

開發小組

系統分析師

有關單位 2

有關單位 1

使用者....

系統技術資訊系統之生命週期

系統開發系統設計系統分析初步設計系統實施


二 . 從「對象」剖析 ( 謝清佳、吳琮璠 )

資訊管理

資訊

管理


二 . 從「對象」剖析 ( 謝清佳、吳琮璠 )

資料（建立資料庫、編碼、建立索引、更新、查詢等）

資訊（組織、過濾、濃縮、解釋等）知識（核心專長的鑑定、獲得、開發、分

享、運用、保留、測量等）

資訊管理

管理


知識 ( 謝清佳、吳琮璠 )

知識個人用來解決問題的學識和技能即個人解決問題的能力。

組織知識組織用來經營企業的學識和技能即經營企業的能力，而所有能力中最主要的是「核心專長」。

組織的知識管理

強調的是開發、保留和應用組織的核心專長。


三 . 從目的角度剖析 ( 謝清佳、吳琮璠 )

組織 A'（引用資訊技術後）組織 A

（引用資訊技術前）

資訊部門


四 . 從效用角度剖析 ( 謝清佳、吳琮璠 )

一 . 達成專屬優勢二 . 利用 IT 基礎建設節省成本三 . 引發利潤成長四 . 資訊基礎建設的價值


Management Information Systems

Ponsse 公司



Problem: How to keep in contact with the various parties of the wood production and procurement chain

Solutions: Use information systems to enhance experience. Cutting plans, maps and working instructions delivered via a dedicated e-mail system.

Ponsse provides technology to make them the most wired in all of the timber machine industry.

Demonstrates IT’s role in providing new products and services. Illustrates the benefits of utilizing networks and mobile applications

to enhance customer service, information.

Efficiency in Wood Harvesting with Information Systems



The Role of Information Systems in Business Today

Information Technology Capital Investment

Information technology capital investment, defined as hardware, software, and communications equipment, grew from 32 percent to 52 percent of all invested capital between 1980 and 2009.

FIGURE 1-1



How information systems are transforming business What’s new in management information systems

Increase in wireless technology use, Web sites Increased business use of Web 2.0 technologies Cloud computing, mobile digital platform allow more

distributed work, decision-making, and collaboration Globalization opportunities

Internet has drastically reduced costs of operating on global scale

Presents both challenges and opportunities




資訊系統在今日企業中的角色

東華書局│ www.tunghua.com.tw 25


現今科技領域中，三種相互關聯的變化

雲端運算

線上服務軟體

行動式數位平

台


資訊系統在今日企業中的角色管理資訊系統的創新 – 技術的改變

雲端運算平台崛起

軟體服務（ SaaS ）的成長

行動數位平台的崛起


資訊系統在今日企業中的角色管理資訊系統的創新 – 管理的改變

線上的協同合作與社群網路軟體

加速商業智慧的應用

虛擬會議的廣泛使用


資訊系統在今日企業中的角色管理資訊系統的創新 – 組織的改變

廣泛採用 Web 2.0 的應用

無線上網的應用

共同創造商業價值



企業

資訊系統

全球化

挑戰與機會



In the emerging, fully digital firm Significant business relationships are digitally

enabled and mediated Core business processes are accomplished through

digital networks Key corporate assets are managed digitally

Digital firms offer greater flexibility in organization and management Time shifting, space shifting




Read the Interactive Session and discuss the following questions

CHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY

• What are the advantages of using mobile handheld devices? What are the disadvantages?

• What features are needed in a mobile to make it a business solution?

• What business functions can be performed by using handhelds alone? How have other companies utilized handhelds?


MIS IN YOUR POCKET



Growing interdependence between ability to use information technology and ability to implement corporate strategies and achieve corporate goals

Business firms invest heavily in information systems to achieve six strategic business objectives:

1. Operational excellence2. New products, services, and business models3. Customer and supplier intimacy4. Improved decision making5. Competitive advantage6. Survival




組織與資訊系統的相互依賴

策略、法規與企業流程的改變，增加對硬體、軟體、資料庫與網路通訊改變的需求。組織想要做的事將取決於資訊系統是否可以這樣做。



Operational excellence: Improvement of efficiency to attain higher

profitability Information systems, technology an

important tool in achieving greater efficiency and productivity

Walmart’s RetailLink system links suppliers to stores for superior replenishment system




New products, services, and business models: Business model: describes how company

produces, delivers, and sells product or service to create wealth

Information systems and technology a major enabling tool for new products, services, business models Examples: Apple’s iPod, iTunes, iPhone, iPad,

Google’s Android OS, and Netflix




Customer and supplier intimacy: Serving customers well leads to customers

returning, which raises revenues and profits Example: High-end hotels that use computers to

track customer preferences and use to monitor and customize environment

Intimacy with suppliers allows them to provide vital inputs, which lowers costs Example: J.C.Penney’s information system which

links sales records to contract manufacturer




Improved decision making Without accurate information:

Managers must use forecasts, best guesses, luck Leads to:

Overproduction, underproduction of goods and services Misallocation of resources Poor response times

Poor outcomes raise costs, lose customers Example: Verizon’s Web-based digital dashboard to

provide managers with real-time data on customer complaints, network performance, line outages, etc.




數位儀表板 (dashboard)



Operational excellence: Improvement of efficiency to attain higher profitability

New products, services, and business models: Enabled by technology

Customer and supplier intimacy: Serving customers raises revenues and profits Better communication with suppliers lowers costs

Improved decision making More accurate data leads to better decisions




Competitive advantage Delivering better performance

Charging less for superior products

Responding to customers and suppliers in real time

Examples: Apple, Walmart, UPS




Survival Information technologies as necessity of business May be:

Industry-level changes, e.g. Citibank’s introduction of ATMs

Governmental regulations requiring record-keeping Examples: Toxic Substances Control Act, Sarbanes-

Oxley Act




Information system: Set of interrelated components Collect, process, store, and distribute information Support decision making, coordination, and control

Information vs. data Data are streams of raw facts Information is data shaped into meaningful form

Perspectives on Information Systems




Data and Information

Raw data from a supermarket checkout counter can be processed and organized to produce meaningful information, such as the total unit sales of dish detergent or the total sales revenue from dish detergent for a specific store or sales territory.

Figure 1.3



Three activities of information systems produce information organizations need

1. Input: Captures raw data from organization or external environment

2. Processing: Converts raw data into meaningful form

3. Output: Transfers processed information to people or activities that use it




Feedback: Output returned to appropriate members of

organization to help evaluate or correct input stage

Computer/Computer program vs. information system Computers and software are technical foundation

and tools, similar to the material and tools used to build a house




Perspectives on Information SystemsFunctions of an Information System

An information system contains information about an organization and its surrounding environment. Three basic activities—input, processing, and output—produce the information organizations need. Feedback is output returned to appropriate people or activities in the organization to evaluate and refine the input. Environmental actors, such as customers, suppliers, competitors, stockholders, and regulatory agencies, interact with the organization and its information systems.Figure 1.4


資訊系統素養 vs. 電腦素養

InformationSystemsliteracy

對於系統的管理、組織、技術層面的瞭解。

Computerliteracy 著重在資訊科技的知識。


管理資訊系統

著重在達成廣泛的資訊系統素養。處理管理者和員工所使用的資訊系統，在系統

的發展、使用與衝擊方面相關的行為及技術問題。



Perspectives on Information SystemsInformation Systems Are More Than Computers

Using information systems effectively requires an understanding of the organization, management, and information technology shaping the systems. An information system creates value for the firm as an organizational and management solution to challenges posed by the environment.Figure 1.5



Organizational dimension of information systems Hierarchy of authority, responsibility

Senior management Middle management Operational management Knowledge workers Data workers Production or service workers





Levels in a Firm

Business organizations are hierarchies consisting of three principal levels: senior management, middle management, and operational management. Information systems serve each of these levels. Scientists and knowledge workers often work with middle management.

Figure 1.6



知識工作者、資料工作者、生產或服務工作者

知識工作者 •設計產品或服務為公司創造新知，如工程師、科學家或建築師。

資料工作者 •協助公司所有層級的人員安排時間表並進行溝通協調。

生產或服務工作者

•負責實際生產產品與提供服務。



Organizational dimension of information systems (cont.) Separation of business functions

Sales and marketing Human resources Finance and accounting Manufacturing and production

Unique business processes Unique business culture Organizational politics




標準作業流程 SOP(Standard Operation Procedure )

一份操作手冊或一部指導作業書（工作內容、操作方式、圖示說明）

對於經常性或重複性工作，為使其程序一致化，將其執行過程詳細描寫之一種書面文件目的：使每一項作業流程均能清楚呈現，有助於相關作業人員對整體工作流程的掌握。


Standard Operating Procdure

SOP

在有限時間與資源內，為了執行複雜的日常事務所設計的內部程序管理學的角度能縮短新進人員的學習時間只要按照步驟指示就能避免失誤與疏忽


企業文化

組織成員所共同擁有的知覺；共同抱持的意義體系

特質：1. 創新與冒險的程度2. 要求精細的程度3. 注重結果的程度4. 重視員工感受的程度5. 強調團隊的程度6. 要求員工積極的程度7. 強調穩定的程度

特質：1. 創新與冒險的程度2. 要求精細的程度3. 注重結果的程度4. 重視員工感受的程度5. 強調團隊的程度6. 要求員工積極的程度7. 強調穩定的程度


企業文化實例 Microsoft公司的創辦人 Bill Gates影響形成勤奮工作、提升創新力與品質的文化。

傳統石化產業的王永慶是屬於威權強勢、要求嚴厲、中央集權式的領導人，不斷的要求經營管理的合理化與成本的下降（王鈺， 1995 ）

高科技產業的施振榮領導方式是開放、創新，讓員工充分參與，並自我學習、自我要求，以便隨時能彈性因應環境的變動（天下， 1996 ）。

裕隆少主嚴凱泰以能力導向，績效第一來振興業績長久不振之裕隆（王鈺， 1995 ）。

許文龍的企業共享、重視福利，讓許多優秀的人才願意留下來為奇美的明天共同努力（莊素玉， 1993 ）。

趙耀東、王鍾渝的正直無私、以身作則，更讓過去屬於國營企業的中鋼，十分有效率的經營、運作（郭泰， 1992 ）。



Management dimension of information systems Managers set organizational strategy for

responding to business challenges In addition, managers must act creatively:

Creation of new products and services Occasionally re-creating the organization




Technology dimension of information systems Computer hardware and software Data management technology Networking and telecommunications technology

Networks, the Internet, intranets and extranets, World Wide Web

IT infrastructure: provides platform that system is built on




Read the Interactive Session and discuss the following questions

CHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY

• What are the inputs, processing, and outputs of UPS’s package tracking system?

• What technologies are used by UPS? How are these technologies related to UPS’s business strategy?

• What problems do UPS’s information systems solve? What would happen if these systems were not available?


UPS COMPETES GLOBALLY WITH INFORMATION TECHNOLOGY



Dimensions of UPS tracking system Organizational:

Procedures for tracking packages and managing inventory and provide information

Management: Monitor service levels and costs

Technology: Handheld computers, bar-code scanners,

networks, desktop computers, etc.




Business perspective on information systems: Information system is instrument for creating

value Investments in information technology will result

in superior returns: Productivity increases Revenue increases Superior long-term strategic positioning




Business information value chain Raw data acquired and transformed through stages

that add value to that information Value of information system determined in part by

extent to which it leads to better decisions, greater efficiency, and higher profits

Business perspective: Calls attention to organizational and managerial

nature of information systems




Management Information SystemsChapter 1 Information Systems in Global Business Today

From a business perspective, information systems are part of a series of value-adding activities for acquiring, transforming, and distributing information that managers can use to improve decision making, enhance organizational performance, and, ultimately, increase firm profitability.

Figure 1-7

The Business Information Value Chain



Management Information SystemsChapter 1 Information Systems in Global Business Today

Although, on average, investments in information technology produce returns far above those returned by other investments, there is considerable variation across firms.

Figure 1-8

Variation in Returns on Information Technology Investment



Investing in information technology does not guarantee good returns

Considerable variation in the returns firms receive from systems investments

Factors: Adopting the right business model Investing in complementary assets (organizational

and management capital)




Complementary assets: Assets required to derive value from a

primary investment Firms supporting technology investments

with investment in complementary assets receive superior returns

E.g.: invest in technology and the people to make it work properly




Complementary assets include: Organizational assets, e.g.

Appropriate business model Efficient business processes

Managerial assets, e.g. Incentives for management innovation Teamwork and collaborative work environments

Social assets, e.g. The Internet and telecommunications infrastructure Technology standards




Contemporary Approaches to Information Systems


The study of information systems deals with issues and insights contributed from technical and behavioral disciplines.Figure 1.9



Technical approach Emphasizes mathematically based models Computer science, management science,

operations research

Behavioral approach Behavioral issues (strategic business integration,

implementation, etc.) Psychology, economics, sociology




Management Information Systems Combines computer science, management science,

operations research and practical orientation with behavioral issues

Four main actors Suppliers of hardware and software Business firms Managers and employees Firm’s environment (legal, social, cultural context)




• Approach of this book: Sociotechnical view• Optimal organizational performance

achieved by jointly optimizing both social and technical systems used in production

• Helps avoid purely technological approach





A Sociotechnical Perspective on Information Systems

In a sociotechnical perspective, the performance of a system is optimized when both the technology and the organization mutually adjust to one another until a satisfactory fit is obtained.

Figure 1-10



All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means,

electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Printed in the United States of America.

Copyright © 2012 Pearson Education


資料、資訊、知識與智慧

Data Information Knowledge Wisdom

調查資料實驗資料觀察資料記錄資料次級資料資料倉儲

可書面化資訊標竿資料國際標準資訊研究報告環境資訊競爭者資訊

管理顧問資訊合作伙伴資訊公 / 工會資訊

不可書面化經驗內隱

意會型

可書面化外顯言傳型

智慧能力competence

轉換程序

整理編纂運算統計會計

轉換程序

經驗研判

心智作用應用創造分析綜合

轉換程序

學習融合創新剔除

價值判斷聯結

Source ：林文修。「知識管理的運用與實務」。企業創新與知識管理研討會。台北縣新莊市：輔仁大學企業管理學系，管理學研究所主辦，民 90年 3月 9 日。

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