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Chapter2ITSupportSystem:ConceptsandManagement1Chapter2Case:FEDEXCo.BackgroundTheproblemThesolutionTheresultsLessenslearned:主動出擊、customercentric2Chapter2InformationSystem-ElementsHardwareSoftwareDataNetworkProceduresPeopleAninformationsystem(IS)collects,processes,stores,analyzes,anddisseminatesinformationforaspecificpurpose“Application”.3Chapter2InformationSystem-ClassificationBySupportFunctionExecutiveSupportSystemManagementInformationSystemDecisionSupportSystemIntelligentSupportSystemsKnowledgeManagementSystemOfficeAutomationSystemTransactionProcessingSystem5-yearsalestrendProfitPlanning5-yearbudgetforecastingProductdevelopmentSalesManagementInventoryControlAnnualbudgetProductionSchedulingCostAnalysisPricingAnalysisSimulationPgmcodingSystemsupportWordProcessingDesktopPublishingOrderProcessingFulfillmentMaterialMovementA/R,A/P,GLPayrollPOS5Chapter2TransactionProcessingSystem(TPS)TPSautomatesroutineandrepetitivetasksthatarecriticaltotheoperationoftheorganization,suchaspreparingapayroll,billingcustomers,Point-of-SaleandWarehouseoperations.DatacollectedfromthisoperationsupportstheMISandDSSsystemsemployedbyMiddleManagementComputerizestheprimaryandmostofthesecondaryactivitiesontheValueChain.Primarypurposetoperformtransactionsandcollectdata.6Chapter2ManagementInformationSystems(MIS)Thesesystemsaccess,organize,summarize,anddisplayedinformationforsupportingroutine

decisionmakinginthefunctionalareas.Gearedtowardmiddlemanagers,MISarecharacterizedmainlybytheirabilitytoproduceperiodicreportssuchasadailylistofemployeesandthehourstheywork,oramonthlyreportofexpensesascomparedtoabudgetDecisionssupportedaremorestructured.Primarypurposetoprocessdataintoinformation7Chapter2DecisionSupportSystems(DSS)Thesesystemssupportcomplexnon-routinedecisions.PrimarypurposetoprocessdataintoinformationDSSsystemsaretypicallyemployedbytacticallevelmanagementwhosedecisionsandwhat-ifanalysisarelessstructured.Thisinformationsystemnotonlypresentstheresultsbutalsoexpandstheinformationwithalternatives.SomeDSSmethodologiesMathematicalModelingSimulationQueriesWhat-If(OLAP-Cubes)Datamining8Chapter2IntelligentSupportSystems(ISS)Essentially,artificialintelligence(AI)thesesystemsperformintelligentproblemsolving.OneapplicationofAIisexpertsystems.Expertsystems(ESs)providethestoredknowledgeofexpertstononexperts,sothelattercansolvedifficultortime-consumingproblems.TheseadvisorysystemsdifferfromTPS,whichcenteredondata,andfromMISandDSS,whichconcentratedonprocessinginformation.WithDSS,usersmaketheirdecisionsaccordingtotheinformationgeneratedfromthesystems.WithES,thesystemmakesrecommendeddecisionsfortheusersbasedonthebuilt-inexpertiseandknowledge.9Chapter2ExecutiveSupportSystems(ESS)ESSsystemsorEnterpriseInformationSystems(EIS)originallywereimplementedtosupportSeniormanagement.Thesesystemshavebeenexpandedtosupportothermanagerswithintheenterprise.AttheseniormanagementleveltheysupportStrategicactivitieswhichdealwithsituationsthatsignificantlymaychangethemannerinwhichbusinessisdone.10Chapter2OfficeAutomationSystems(OAS)Electroniccommunicationisonlyoneaspectofwhatisnowknownasanofficeautomationsystem(OAS).Otheraspectsincludewordprocessingsystems,documentmanagementsystemsanddesktoppublishingsystems.OASsystemsarepredominantlyusedbyclericalworkerswhosupportmanagersatalllevels.Amongclericalworkers,thosewhouse,manipulate,ordisseminateinformationarereferredtoasdataworkers.11Chapter2KnowledgeManagementSystems(KMS)Anadditionallevelofstaffsupportnowexistsbetweentopandmiddlemanagement.Theseareprofessionalpeople,suchasfinancialandmarketinganalyststhatactasadvisorsandassistantstobothtopandmiddlemanagement.Theyareresponsibleforfindingordevelopingnewknowledge(ExternalContent)fortheorganizationandintegratingitwithexistingknowledge(InternalContent).KMSthatsupporttheseknowledgeworkersrangefromInternetsearchenginesandexpertsystems,toWeb-basedcomputer-aideddesignandsophisticateddatamanagementsystems12Chapter2PeopleinOrganizations13Chapter2InformationSystem

-ClassificationByOrganizationalLevels14Chapter2InformationSystem–ClassificationByOrganizationalStructureDepartmentalISEnterprise-WideISInter-OrganizationalISAninformationsystem(IS)canspandepartments,businessunitsandcorporations.Informationsystemsareusuallyconnectedbymeansofelectronicnetworks15Chapter2InformationSystem-ClassificationByFunction(Department)OperationsAccountingFinanceMarketingHumanresources

Aninformationsystem(IS)supporteachdepartmentinacorporation.TransactionProcessingSystems(TPS):AutomatesroutineandrepetitivetasksthatarecriticaltotheoperationoftheorganizationPoint-of-Sale(POS)16Chapter2InformationSystem-ClassificationByFunction(Department)Aninformationsystem(IS)supporteachdepartmentinacorporation.17Chapter2PersonalandProductivitySystemSmallsystemsbuilttosupportindividualsPDA,Excel,etc.Primarygoalistoeaseindividual’sworkorlife18Chapter2AnExampleofFunctionalSystemComputerizedanalysishelpsTexascollect$400millionadditionaltaxesDatawarehouseDataminingAnalyzinglargeamountsofdata,decisionmaking,improvedemployeeproductivity,andincreasedrevenueFunctionalsystemssupportisolatedactivitieswithinadepartment19Chapter2EnterpriseInformationSystemsSupportbusinessprocessesthatareperformedbytwoormoredepartmentsAbusinessprocessisacollectionofactivitiesperformedtoaccomplishaclearlydefinedgoal.EvaluatingarequestforaloanClearlydefinedstartingandendingpointsFrequentlydoneinsequence,canbeconductedsimultaneously20Chapter221Chapter2ExpandourScopetoIncludeExternalEnvironmentsUpstreamsupplychainincludestheorganization’sfirst-tiersuppliersandtheirsuppliersInternalsupplychainincludesalltheprocessesusedbyanorganizationintransformingtheinputsofthesupplierstooutputsDownstreamsupplychainincludesalltheprocessesinvolvedindeliveringtheproductstofinalcustomersComponentsoftheSupplyChainAsupplychainisaconceptdescribingtheflowofmaterials,information,money,andservicesfromrawmaterialsuppliersthroughfactoriesandwarehousestotheendcustomers.22Chapter2ExpandourScopetoIncludeExternalEnvironmentsContinuedComponentsoftheSupplyChain23Chapter2Inter-OrganizationalSystems(IOS)IOSaresystemsthatconnecttwoormoreorganizations.Thesesystemsarecommonamongbusinesspartnersandplayamajorroleine-commerce,aswellasinsupplychainmanagementsupport.ThefirsttypeofITsystemthatwasdevelopedinthe1980stoimprovecommunicationswithbusinesspartnerswaselectronicdatainterchange(EDI),whichinvolvedcomputer-to-computerdirectcommunicationofstandardbusinessdocuments(suchaspurchaseordersandorderconfirmations)betweenbusinesspartners.Thesesystemsbecamethebasisforelectronicmarkets,thatlaterdevelopedtoelectroniccommerce.Web-basedsystems(manyusingXML)deliverbusinessapplicationsviatheInternet.UsingbrowsersandtheInternet,peopleindifferentorganizationscommunicate,collaborate,accessvastamountsofinformation,andrunmostoftheorganization’stasksandprocesses.24Chapter2Inter-OrganizationalSystems(IOS)Twoormoreorganizations25Chapter2GlobalInformationSystemsIOSsthatconnectcompanieslocatedintwoormorecountriesareglobalinformationsystemsManyeCommercesystemsareglobalandexamplesofglobalinformationsystems26Chapter2TheWebBasedITArchitecturesTheInternetIntranetsExtranetsCorporatePortalsE-commerceSystemsWeb-basedsystemsrefertothoseapplicationsorservicesthatareresidentonaserverthatisaccessibleusingaWebbrowser.Theonlyclient-sidesoftwareneededtoaccessandexecutetheseapplicationsisaWebbrowserenvironment.ElectronicStorefrontsElectronicMarketsElectronicExchangesM-CommerceEnterpriseWeb27Chapter2EmergingComputingEnvironmentsSaaSSoftware-as-a-ServicemodelAkaon-demandcomputing,utilitycomputing,orhostedservicesInsteadofbuyingandinstallingexpensivepackagedenterpriseapplications,userscanaccessapplicationsoveranetworkFixedsubscriptionfeeorperanactualusagefeeNoneedforhardwareandsoftwarepurchasesProviders:IBMorOracleorASPvendors28Chapter2EmergingComputingEnvironmentsSOATosupportSaaS,systemsaredevelopedasa“federation,”“mash-up”ofservices,andtiedtogetheronlyatthepointofexecutionCalledservice-orientedarchitecture(SOA)Example:MobilTravelGuideusingIBM’son-demandhostingservicesMostSOAsareimplementedinWebServices29Chapter2WebServices30Chapter2EmergingComputingEnvironmentsLimitationsofUtilityComputingSecurityandprivacyissuesVendordependencyandlock-inPerformanceandreliabilityBusinessdatatoocriticaltotrusttooutsidersLossofcontroloverkeyresources31Chapter2EmergingComputingEnvironmentsUtilityComputing

iscomputingthatisasavailable,reliable,andsecureaselectricity,waterservices,andtelephony.Thevisionbehindutilitycomputingistohavecomputingresourcesflowlikeelectricityondemandfromvirtualutilitiesaroundtheglobe—alwaysonandhighlyavailable,secure,efficientlymetered,pricedonapay-as-you-usebasis,dynamicallyscaled,self-healing,andeasytomanage.SubscriptionComputing

is

aformofutilitycomputingthatputsthepiecesofacomputingplatformtogetherasservices,ratherthanasacollectionofseparatelypurchasedcomponents.GridComputing

employsnetworkedsystemstoharnesstheunusedprocessingcyclesofallcomputersinthatgivennetworkthuscreatingpowerfulcomputingcapabilities.Gridcomputingisalreadyinlimiteduse,forexamplethewell-knowngrid-computingprojectSETI(SearchforExtraterrestrialIntelligence)@Homeproject.Inthisproject,PCusersworldwidedonateunusedprocessorcyclestohelpthesearchforsignsofextraterrestriallifebyanalyzingsignalscomingfromouterspace.PervasiveComputing,afutureinwhichcomputationbecomespartoftheenvironment.Computationwillbeembeddedinthings,notincomputers.Webservices

areself-contained,self-describingbusinessandconsumermodularapplications,deliveredviatheInternet,thatuserscanselectandcombinethroughalmos