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Session 2:

Conceptualize Information Systems from various Perspectives

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学习目标• 掌握管理信息系统的概念• 了解 IS 系统的主要功能

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1. Data, information and knowledge

2. What is Information Systems ?– Information systems from systems perspective

– Information Systems from function perspective

– Information systems from application perspective

– Information systems from business perspective

– Information systems from information management

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1 、 DATA & INFORMATION & KWONLEDGE

• DATA: – Streams of raw facts representing events such as business

transactions, simple observations of the state of the world Easily structured Easily captured on machines Often quantified Easily transferred

• INFORMATION: – Data endowed with relevance and purpose, or, Clusters of facts

meaningful & useful to human beings in processes such as making decisions. Requires unit of analysis Need consensus on the meaning Human mediation necessary

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DATA & INFORMATION & KWONLEDGE

• KNOWLEDGE– Information from the human mind (includes

reflection, synthesis, context )– Information synthesized and contextualized to

provide value. Hard to structure Difficult to capture on machining Hard to transfer

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•SYSTEM

INPUT OUTPUTPROCESS

FEEDBACK

A system is a group of interrelated components working together toward a common goal by accepting inputs and producing outputs in an organized transformation process.

1.What is Information Systems ?

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Example: a manufacturing system

INPUTof raw materials

OUTPUT of finished products

Manufacturing

PROCESS

Control byManagement

Control signals

Control signals

Feedback signals

Feedback signals

System Boundary

Environment

Operational Process

Management Process

What is Information Systems？

From Systems Perspective

Control

Input Process

Memory

Output

DataPeople

Software

network

computer

From function Perspective

Corporate

Function Structure

Human

Resource、、、

What is Information System？

Marketing

Financial

Executive

Level

Management

Level

Knowledge

work

TransactionLevel

Marketing

And SalesProduction Finance

& Accountingother

From function Perspective

Corporate

Information system

HRIS、、、

ExecutiveInformationsystem

DSSMIS,

TransactionInformationSystem

Marketing

And SalesProduction Finance

& Accountingother

What is Information System？

Marketing IS

Financial IS

KnowledgeWork Systems

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What is Information Systems?

• From Application Perspective

• CASE: Cisco Systems– Founded in late 1984.– Industry characteristics:

Technology change fast Many players: compete intensively Complex environment: many technologies co-exist CEO&P: “if you don't stay ahead of trends, they'll

destroy everything you work for and tragically disrupt the lives of your employees.”.

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Cisco Systems’s Strategy

• Vision: to provide an end-to-end single vendor solution that provides more value as integrated set than any best-of-breed implementation from multiple vendors.

• Goal: to be the market leader in all of the markets in which it operates.

• Products:– A broad range of network hardware products;– IOS( 思科的网际操作系统） software which provide

s network services and enables networked applications– Professional services in network service design and imp

lementation– Technical service and support

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Cisco’s Products

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Cisco Systems’s Strategy

• Customer satisfaction To provide complete solutions to targeted markets and to maintain close

ties with the customer. • Product leadership

“Cisco Power Network”

• Strategic acquisitions To meet customer’s changing needs. To keep up with the rapidly evolving market.

• business partnerships, Computer manufacturer,software developer, reseller, system

integrator,consulting company.

• Global networked business model• Redesign its organization and business process and implemented a broad

number of IT initiatives aimed at streamlining its operations

                               

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Information Systems: CISCO applications

Oracle ERP- Financial System

Peoplesoft ERP- Human resource Management System

Inbound Logistics

Production OutboundLogistics

Distribution Marketing& Sale

Customer Service

Oracle ERP-Procurement

System

Oracle ERP- Production Management

System

Web Interface INTERNET: Cisco Connection Online to CSC e Distribution MarketPlace Product Customer promotion Service- SaleForceAuto

客户

INTRANET: Cisco Employee Connection- OA System and Infrastructure

New Product Introduction

EXTRANET:

Cisco Suppliers

Connection

-SCM

-”Single Enterprise”

-Direct Fulfillment

-Dynamic Replenishment

-

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What is Information Systems?

• From Application ： application in value chain– Enterprise Resource Planning （ ERP ）– Supply Chain Management （ SCM)

– e-business, e-commerce( 电子商务）– Customer Relationship Management(CRM)

– Knowledge Management （ KM ）– Business Intelligence （ BI)

– Office Automation （ OA ）– ……

What is Information Systems?

---From Business Perspective

1) Old Business Process

reception

Credit Department

Bus. Prac. Dept.

Price Dept.

Clerical Off.

When an IBM field salesman called in with a request for financing, he or she reached one of fourteen people sitting around a conference room table.

The person talking the call logged the request for a deal on a piece of paper

A specialist entered the information into a computer system and checked the potential borrower’s creditworthiness.The specialist wrote the result of the credit check on the piece of paper and dispatched it to business practice department.

A person modified the standard loan covenant in response to customer request, and attachment the special term to the request form.

A pricer keyed the data into a personal computer spreadsheet to determined the appropriate interest rate to charge the customer, and wrote the rate on a piece of paper and delivered to a clerical group.

An administrator turned all this information into a quote letter and delivered to the field sales representative by Federal Express.

IBMSalesman

IBMSalesman

CASE1 ： IBM Credit Corporation( IBM信贷公司 )

2 ） General Improvement : [1) Install a control desk: -- the time would be longer.

(2) Add urgent processing program: --disturb the original sequence of clerk transaction process. It made other transaction and application process would be need more then 7 days.

Customer Complain ： the entire process was too long ， customer cannot know the status of the deal 。

IBM Salesman

dealer

IBM Salesman

IS

If the deal is more complex, ask experts for help to process.

3 ） The business process based on application of information systems

4 ） Effectiveness

The time needed in process an application would be induced to 4 hours from 7 days averagely.

CASE1 ： IBM Credit Corporation

Case 2 ： FORD change in Procurement Process

1 ） Old business process

PurchasingWhen purchasing department wrote a purchase order, it sent a copy to accounts payables.

VendorThe vendor sent an invoice to accounts payables when they delivered goods.

Receiving When material control received the goods, it sent a copy of the receiving document.

AccountPayables

Thus, the account payables received three documents from various senders ： Purchasing order, invoice and receiving document. It was up to account payables to match the purchasing against the receiving document and the invoice. If they matched, the department issued payment. Otherwise, an accounts payable clerk would investigate the discrepancy, hold up payment, generate documents and all in all gum up the works.

2 ） Business process IS enabled

PurchasingReceiving Goods

IS

（ 1 ） When the purchasing department initiates an order, it enters the information into an information system ；

（ 1 ） （ 2 ）（ 2 ） When the goods arrive at the receiving dock,the clerk checks the DB to see if they correspond to an outstanding purchase order. If so, he or she accepts them and enters the transaction into the computer system. If receiving can’t find an entry for the received goods, it simply returns the goods 。

Case 2 ： FORD change in Procurement Process

3 ） effectiveness after use of information system

After Ford instituted this new process, since there are no discrepancies between the financial record and the physical record, material control is simpler and financial information is more accurate. Ford has achieve a 75% reduction in head count (from more than 400 to 125 head counts).

Case 2 ： FORD change in Procurement Process

案例 3 ：某设备技术有限公司顾客服务流程

顾客

工作人员

维修负责人

维修工程师

维修工程师

工作人员

当设备出现故障时，顾客通过电话、传真或信件通知该公司的服务中心。

中心工作人员登记顾客的反馈信息，交负责人处理。

负责人查阅顾客的档案，分析能否解决问题，并指定责任人—维修工程师。

故障分析，维修准备，奔赴顾客现场。

故障诊断，排除故障。如有问题，则通过传真、电话向公司总部（深圳）技术人员咨询。维修完成，拜访客户主管。

维修工程师向有关管理人员汇报维修情况。工作人员登记处理结果。

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Customer Service Process Based on Internet Information Systems

CustomerService center

Maintenance Engineer

Technology Support

Information Systems

(Call Center)

BBS Database

Cases database

Diagnosis Expert Sys.

1

2 3

4

Internet

案例 3 ：某设备技术有限公司顾客服务流程利用信息系统，将员工个人经验转化成企业经验，群件（ Groupware ）消除距离上的障碍，共享知识和经验，提高服务水平。

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小结 - from cases

Cases IBM Credit

Application

Ford Purchasing

Huawei Service

Challenge by Environment

Customer Complain

Downsizing Promote service level

By use of IT Yes Yes Yes

Management Change

Process change, procedure change

Procedure and rule change

Reasonable the service process

Organizational Change

Job redesign Business right systems redesign

Add a tech. Support Dept; performance evaluation change

小结 : from cases• Understanding of Information Systems ： An Information

System is an organizational and management solution , based on information technology, to a challenge posed by the environment.

• Management Change ：– Business Process Change ，– Procedure change ，– Business right redesign ，……

• Organization change ：– Job ， employee qualification ， performance evaluation policy ，

……• Business value change 。

Information Systems: From Business Perspective

ORGANIZA-

TIONS

TECHNOLOGY

MANAGEMENT

INFORMATIONINFORMATION

SYSTEMSSYSTEMS

An Information System is an organizational and management solution , based on information technology, to a challenge posed by the environment.

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ORGANIZATIONS

• PEOPLE: Managers, knowledge workers, data workers, production or service workers

• STRUCTURE: Organization chart, groups of specialists, products, geography

*

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ORGANIZATIONS

• OPERATING PROCEDURES: Standard Operating Procedures (SOP), rules for action

• POLITICS: Power to persuade, get things done

• CULTURE: Behavior of staff, employee

*

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MAJOR BUSINESS FUNCTIONS

• Sales & Marketing

• Manufacturing and operation

• Finance

• Accounting

• Human Resource

• ……

*

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INFORMATION TECHNOLOGY

• Hardware

• Software

• Data processing & storage

• Communication

• Network

• Application systems

*

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SOCIOTECHNICAL PERSPECTIVE

Optimize System Performance :

Technology & Organization Mutually Adjust to One Another Until Fit Is Satisfactory

*

SOURCE: Liker, et al, 1987

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Solution: System Interdependence

BUSINESSBUSINESS

StrategyStrategy

Business Business ProcessProcess

RulesRules

ProceduresProcedures

ORGANIZATION ORGANIZATION INFORMATION SYSTEMINFORMATION SYSTEM

HARDWAREHARDWARE

ApplicationApplicationDATABASEDATABASE

TELE-TELE-COMMUNICATIONSCOMMUNICATIONS

INTERDEPENDENCEINTERDEPENDENCE

SOFTWARESOFTWARE

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What is Information Systems?

BusinessProcess

Information systems

IT Infrastructure

IT Architecture

Corporation Strategy

•From Information Management Perspectives

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Information Systems Hierarchy

Information Systems

Management

People Technology(IT)

Process

WhatWho

How

To facilitate the communication of

data,information and knowledge throughout

an organization

To oversee the design and structure of the

system and monitors its overall performance

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总结

管理者的机遇 :

管理信息系统可以解决企业中的各层次问题；

管理者面对的挑战：如何从全局的观点使用管理信息系统。

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讨论题

P 47

1.

2.