learned主动出击.ppt

Chapter 2,1,Chapter 2,IT Support System:Concepts and Management,Chapter 2,2,Case:FEDEX Co.,BackgroundThe problemThe solutionThe resultsLessens learned:主動出擊、customer centric,Chapter 2,3,Information System-Elements,HardwareSoftwareDataNetworkProceduresPeople,Hardware,Software,People,Data,Application,An information system(IS)collects,processes,stores,analyzes,and disseminates information for a specific purpose“Application”.,Chapter 2,4,Information System Primary Purpose,DataElementary description of things,events,activities,and transactions that are recorded,classified,and stored,but not organized to convey any specific meetingInformationData that has been organized so that they have meaning and value to the recipient KnowledgeInformation that has been organized and processed to convey understanding,experience and expertise as they apply to a current problem or activity,Collects data,processes it into information then converts information into knowledge for a specific purpose.,Chapter 2,5,Information System-Classification By Support Function,Executive Support System,Management Information SystemDecision Support SystemIntelligent Support Systems,Knowledge Management SystemOffice Automation System,Transaction Processing System,5-year sales trendProfit Planning5-year budget forecastingProduct development,Sales ManagementInventory ControlAnnual budgetProduction SchedulingCost AnalysisPricing Analysis,SimulationPgm codingSystem supportWord ProcessingDesktop Publishing,Order ProcessingFulfillmentMaterial MovementA/R,A/P,GLPayrollPOS,Chapter 2,6,Transaction Processing System(TPS),TPS automates routine and repetitive tasks that are critical to the operation of the organization,such as preparing a payroll,billing customers,Point-of-Sale and Warehouse operations.Data collected from this operation supports the MIS and DSS systems employed by Middle ManagementComputerizes the primary and most of the secondary activities on the Value Chain.Primary purpose to perform transactions and collect data.,Chapter 2,7,Management Information Systems(MIS),These systems access,organize,summarize,and displayed information for supporting routine decision making in the functional areas.Geared toward middle managers,MIS are characterized mainly by their ability to produce periodic reports such as a daily list of employees and the hours they work,or a monthly report of expenses as compared to a budget Decisions supported are more structured.Primary purpose to process data into information,Chapter 2,8,Decision Support Systems(DSS),These systems support complex non-routine decisions.Primary purpose to process data into informationDSS systems are typically employed by tactical level management whose decisions and what-if analysis are less structured.This information system not only presents the results but also expands the information with alternatives.Some DSS methodologiesMathematical ModelingSimulationQueriesWhat-If(OLAP-Cubes)Datamining,Chapter 2,9,Intelligent Support Systems(ISS),Essentially,artificial intelligence(AI)these systems perform intelligent problem solving.One application of AI is expert systems.Expert systems(ESs)provide the stored knowledge of experts to nonexperts,so the latter can solve difficult or time-consuming problems.These advisory systems differ from TPS,which centered on data,and from MIS and DSS,which concentrated on processing information.With DSS,users make their decisions according to the information generated from the systems.With ES,the system makes recommended decisions for the users based on the built-in expertise and knowledge.,Chapter 2,10,Executive Support Systems(ESS),ESS systems or Enterprise Information Systems(EIS)originally were implemented to support Senior management.These systems have been expanded to support other managers within the enterprise.At the senior management level they support Strategic activities which deal with situations that significantly may change the manner in which business is done.,Chapter 2,11,Office Automation Systems(OAS),Electronic communication is only one aspect of what is now known as an office automation system(OAS).Other aspects include word processing systems,document management systems and desktop publishing systems.OAS systems are predominantly used by clerical workers who support managers at all levels.Among clerical workers,those who use,manipulate,or disseminate information are referred to as data workers.,Chapter 2,12,Knowledge Management Systems(KMS),An additional level of staff support now exists between top and middle management.These are professional people,such as financial and marketing analysts that act as advisors and assistants to both top and middle management.They are responsible for finding or developing new knowledge(External Content)for the organization and integrating it with existing knowledge(Internal Content).KMS that support these knowledge workers range from Internet search engines and expert systems,to Web-based computer-aided design and sophisticated data management systems,Chapter 2,13,People in Organizations,Chapter 2,14,Information System-Classification By Organizational Levels,Chapter 2,15,Information System Classification By Organizational Structure,Departmental ISEnterprise-Wide ISInter-Organizational IS,An information system(IS)can span departments,business units and corporations.,Information systems are usually connected by means of electronic networks,Chapter 2,16,Information System-Classification By Function(Department),OperationsAccountingFinanceMarketingHuman resources,An information system(IS)support each department in a corporation.,Transaction Processing Systems(TPS):Automates routine and repetitive tasks that are critical to the operation of the organization,Point-of-Sale(POS),Chapter 2,17,Information System-Classification By Function(Department),An information system(IS)support each department in a corporation.,Chapter 2,18,Personal and Productivity System,Small systems built to support individualsPDA,Excel,etc.Primary goal is to ease individuals work or life,Chapter 2,19,An Example of Functional System,Computerized analysis helps Texas collect$400 million additional taxesData warehouseData miningAnalyzing large amounts of data,decision making,improved employee productivity,and increased revenueFunctional systems support isolated activities within a department,Chapter 2,20,Enterprise Information Systems,Support business processes that are performed by two or more departmentsA business process is a collection of activities performed to accomplish a clearly defined goal.Evaluating a request for a loanClearly defined starting and ending pointsFrequently done in sequence,can be conducted simultaneously,Chapter 2,21,Chapter 2,22,Expand our Scope to Include External Environments,Upstream supply chainincludes the organizations first-tier suppliers and their suppliersInternal supply chainincludes all the processes used by an organization in transforming the inputs of the suppliers to outputsDownstream supply chainincludes all the processes involved in delivering the products to final customers,Components of the Supply Chain,A supply chain is a concept describing the flow of materials,information,money,and services from raw material suppliers through factories and warehouses to the end customers.,Chapter 2,23,Expand our Scope to Include External Environments Continued,Components of the Supply Chain,Chapter 2,24,Inter-Organizational Systems(IOS),IOS are systems that connect two or more organizations.These systems are common among business partners and play a major role in e-commerce,as well as in supply chain management support.The first type of IT system that was developed in the 1980s to improve communications with business partners was electronic data interchange(EDI),which involved computer-to-computer direct communication of standard business documents(such as purchase orders and order confirmations)between business partners.These systems became the basis for electronic markets,that later developed to electronic commerce.Web-based systems(many using XML)deliver business applications via the Internet.Using browsers and the Internet,people in different organizations communicate,collaborate,access vast amounts of information,and run most of the organizations tasks and processes.,Chapter 2,25,Inter-Organizational Systems(IOS),Two or more organizations,Chapter 2,26,Global Information Systems,IOSs that connect companies located in two or more countries are global information systems Many eCommerce systems are global and examples of global information systems,Chapter 2,27,The Web Based IT Architectures,The InternetIntranetsExtranetsCorporate PortalsE-commerce Systems,Web-based systems refer to those applications or services that are resident on a server that is accessible using a Web browser.The only client-side software needed to access and execute these applications is a Web browser environment.,Electronic StorefrontsElectronic MarketsElectronic ExchangesM-CommerceEnterprise Web,Chapter 2,28,Emerging Computing Environments,SaaSSoftware-as-a-Service modelAka on-demand computing,utility computing,or hosted servicesInstead of buying and installing expensive packaged enterprise applications,users can access applications over a networkFixed subscription fee or per an actual usage feeNo need for hardware and software purchasesProviders:IBM or Oracle or ASP vendors,Chapter 2,29,Emerging Computing Environments,SOATo support SaaS,systems are developed as a“federation,”“mash-up”of services,and tied together only at the point of executionCalled service-oriented architecture(SOA)Example:Mobil Travel Guide using IBMs on-demand hosting servicesMost SOAs are implemented in Web Services,Chapter 2,30,Web Services,Chapter 2,31,Emerging Computing Environments,Limitations of Utility ComputingSecurity and privacy issuesVendor dependency and lock-inPerformance and reliabilityBusiness data too critical to trust to outsidersLoss of control over key resources,Chapter 2,32,Emerging Computing Environments,Utility Computing is computing that is as available,reliable,and secure as electricity,water services,and telephony.The vision behind utility computing is to have computing resources flow like electricity on demand from virtual utilities around the globealways on and highly available,secure,efficiently metered,priced on a pay-as-you-use basis,dynamically scaled,self-healing,and easy to manage.Subscription Computing is a form of utility computing that puts the pieces of a computing platform together as services,rather than as a collection of separately purchased components.Grid Computing employs networked systems to harness the unused processing cycles of all computers in that given network thus creating powerful computing capabilities.Grid computing is already in limited use,for example the well-known grid-computing project SETI(Search for Extraterrestrial Intelligence)Home project.In this project,PC users worldwide donate unused processor cycles to help the search for signs of extraterrestrial life by analyzing signals coming from outer space.Pervasive Computing,a future in which computation becomes part of the environment.Computation will be embedded in things,not in computers.Web services are self-contained,self-describing business and consumer modular applications,delivered via the Internet,that users can select and combine through almost any device,ranging from PC to mobile phones.,Chapter 2,33,Managerial Issues,The transition to e-business.Converting an organization to a networked computing-based e-business may be a complicated process.The e-business requires a client/server architecture,an intranet,an Internet connection,and e-commerce policy and strategy;all in the face of many unknowns and risks.From legacy systems to client/server to intranets,corporate portals,and Web-based systems.A related major issue is whether,when,and how to move from the legacy systems to a Web-based client/server enterprise-wide architecture.,Chapter 2,34,Managerial Issues(Continued),How to deal with the outsourcing and utility computing trends.As opportunities for outsourcing(e.g.,ASPs)are becoming cheaper,available,and viable,the concept becomes more attractive.In the not-so-distant future,we will see outsourcing in the form of utility computing.How much to outsource is a major managerial issue.Ethical issues.The ISDs major objective should be to build efficient and effective systems.But,such systems may invade the privacy of the users or create advantages for certain individuals at the expense of others.,