1-1 chapter 1 why information systems matter robert riordan, carleton university

1-1

Chapter 1

Why InformationSystems

Matter

www.pearsoned.ca/jessup

Robert Riordan, Carleton University

1-2Information Systems Today, 2/C/e ©2008 Pearson Education Canada

Learning Objectives

1. Define and understand the term Information Systems (IS)

2. Explain the technology, people, and organizational components of Information Systems

3. Describe the types of jobs and career opportunities in Information Systems and related fields


Learning Objectives

4. Describe the various types of Information Systems (IS)

5. Describe the dual nature of Information Systems in the success and future of modern organizations

6. Understand and plan for the future of managing IS


The Purpose of Information Systems

• Businesses use information systems– To make sound decisions– To solve problems

• Problem is any undesirable situation

• Decision arises when more than one solution to problem exists


The Purpose of Information Systems (continued)

• Problem solving and decision making require information

• Keys to success in business are– Gathering correct information– Storing information– Using information


Data, Information, and Information Systems

• “Data”, “information” and “system” are commonly used terms

• Important to understand their similarities and differences


Data vs. Information

• Data: a given or fact– Derived from the Latin word datum, meaning

a given fact.– Can be number, statement, or picture

• Information: facts or conclusions that have meaning within context– Composed of data that is manipulated


Data Manipulation

• Data is manipulated to make useful information

• Survey is common method of collecting data

• Raw data is hard to read

• Information is more useful to business than data


Generating Information

• A process is manipulation of data

• Process usually produces information

• Process may produce more data

• A piece of information in one context may be considered data in another context


Generating Information (continued)

Figure 1.1: Input-process-output


Information in Context

• Not all information is useful

• Useful information is– Relevant– Complete– Accurate


Information in Context (continued)

• Useful information is– Current– Obtained economically (in business)


Information in Context (continued)

Figure 1.2: Characteristics of useful information


What Is a System?

• System: array of components that work together to achieve goal or goals

• System– Accepts input– Processes input– Produces output


What is a system? (continued)

• System may have multiple goals

• System may contain subsystems

• Subsystems have sub-goals that meet main goal

• Subsystems transfer output to other subsystems


What is a system? (continued)

• Closed system: has no connections with other systems

• Open system: interfaces and interacts with other systems– Often a subsystem of a bigger system

• Information system: processes data and produces information


Information and Managers

• Systems thinking: thinking of an organization in terms of subsystems

• Database: collection of electronic records• Information systems automate exchange

among subsystems• Information map: network of information

systems• Information technology: technologies

that facilitate construction and maintenance of information systems


The Benefits of Human-Computer Synergy

• Humans are relatively slow and make mistakes

• Computers cannot make decisions

• Synergy: combining resources to produce greater output


The Benefits of Human-Computer Synergy (Continued)

Figure 1.4: Qualities of humans and computers that contribute to synergy


Information Systems in Organizations

• Computer-based Information system: system with computer at center

• Certain trends have made information systems important in business

• Organizations lag behind if they do not use information systems


Components of information systems

Figure 1.5: Components of an information system


What are Information Systems?

- A combination of technical components - Built and used by people to collect, create, and

distribute useful data - Used typically in organizational settings but are

evolving for personal use


Information Systems Components: Data

InformationSystems

InformationSystems

HardwareHardware TelecommunicationsTelecommunications

PeoplePeopleDataData

SoftwareSoftware

• The raw inputs for entry into information systems

• Organized, processed and stored by an IS to support user information needs

• Provides basis for qualitative/quantitative analysis


Information Systems Components: Hardware

InformationSystems

InformationSystems



SoftwareSoftware

• The physical components of information systems

• Hardware components include processors, input and output devices, and storage devices (Pentium 4)

• Typical configurations based on application include micro, mid-range, mainframe, and supercomputers


Information Systems Components: Software

InformationSystems

InformationSystems



SoftwareSoftware

• The instructions that operate the information system

• System software controls the hardware (e.g. Windows XP)

• Application software allows users to perform specific tasks to increase productivity (e.g. MS Word)


Information Systems Components: Telecommunications

InformationSystems

InformationSystems



SoftwareSoftware

• The communication mechanism of information systems

• Allows two or more computers to communicate (Internet)

• Utilizes standard protocols for IS communication


Information Society Evolution: Periods of Change

Agricultural Industrial

(Prior to 1890’s) (1890’s to 1960’s)

Informational

(1960’s to Present)


Information Society Evolution: Terms and Issues

Knowledge Worker (Peter Drucker 1959)• A term invented to describe a future trend in the workforce• These will be professionals that create, modify and/or

synthesize information as a fundamental part of their job • They will require higher education levels and received higher

compensation than workers in agriculture or manufacturing• The term is still generally accepted today (Drucker was right!)

Knowledge Worker (Peter Drucker 1959)• A term invented to describe a future trend in the workforce• These will be professionals that create, modify and/or

synthesize information as a fundamental part of their job • They will require higher education levels and received higher

compensation than workers in agriculture or manufacturing• The term is still generally accepted today (Drucker was right!)

1960 2000

Information Society



Knowledge Society (Drucker - 1959)• Term invented to describe the next evolution of society• This evolution would be a result of the rise in the numbers

and importance of knowledge workers in society• Education was described as the cornerstone of the

knowledge society as it is core of the knowledge worker• Drucker was right again!

Knowledge Society (Drucker - 1959)• Term invented to describe the next evolution of society• This evolution would be a result of the rise in the numbers

and importance of knowledge workers in society• Education was described as the cornerstone of the

knowledge society as it is core of the knowledge worker• Drucker was right again!

1960 2000

Information Society



New Economy (Wired Magazine - Late 1990s)• Similar to “knowledge society” but more descriptive• Describes a society where people use their brains more

than their hands in their work and personal lives • Where communications technology and other IT systems

will create global competition for all products and services• Other names: Digital Economy, Network Era, Internet Era

New Economy (Wired Magazine - Late 1990s)• Similar to “knowledge society” but more descriptive• Describes a society where people use their brains more

than their hands in their work and personal lives • Where communications technology and other IT systems

will create global competition for all products and services• Other names: Digital Economy, Network Era, Internet Era

1960 2000

Information Society


The New Economy (NE): Societal Perspectives

Perspective 1: Sims –Taylor• The new economy creates risks for Knowledge Workers• Knowledge workers will be the first to be replaced by

automation with information technology

Perspective 1: Sims –Taylor• The new economy creates risks for Knowledge Workers• Knowledge workers will be the first to be replaced by

automation with information technology

Perspective 2: Rikfin• The over reliance on information technology has

caused society to act hastily• The result has been a loss of perspective

Perspective 2: Rikfin• The over reliance on information technology has

caused society to act hastily• The result has been a loss of perspective

Perspective 3: THE DIGITAL DIVIDE• Those with access to information technology have

great advantages over those that don’t• IT access will further polarize society

Perspective 3: THE DIGITAL DIVIDE• Those with access to information technology have

great advantages over those that don’t• IT access will further polarize society


Forms of Technology

Technology – any mechanical and/or electrical means to supplement, extend, or replace human manual operations Examples: building heating/cooling systems, car brakes, etc.

Information Technology – any machine technology that is controlled by or uses information for operationExample: a programmable industrial robot receiving instructions from a computer-based database

Computer- based Information Systems – any computer-based technology that provides information for use by persons or machines to make decisions or control processes Example: Software that controls CD burning hardware


Information Systems: Turn Data into Information

Data Information• Raw material• Unformatted information• Generally has no context

Examples

• Processed material• Formatted information• Data given context

Individual time cards for factory workers entered into the payroll system

Department Labour Report, Project Status Report, Employee Payroll Checks


Information and Communication Technology Firms in Canada


Three Distinct Competencies of IS Professionals

Technical• Knowledge of hardware, software, networking, and security • Most IS professionals are not deep technical experts but

can direct/manage others with the required technical skills

Technical• Knowledge of hardware, software, networking, and security • Most IS professionals are not deep technical experts but

can direct/manage others with the required technical skills

Business• Understand the nature of business including process,

management, social, and communication domains • Unique skills over those with only technical skills

Business• Understand the nature of business including process,

management, social, and communication domains • Unique skills over those with only technical skills

Systems• Knowledge of approaches and methods, also possess

critical thinking and problem solving skills necessary to build and integrate large information systems

• Unique skills over those with only technical skills

Systems• Knowledge of approaches and methods, also possess

critical thinking and problem solving skills necessary to build and integrate large information systems

• Unique skills over those with only technical skills


IS Impact on Organizations: New Opportunities

Post Office• Stock Forms & Publications

CRA Office• Mail Forms/Publications• Enter Tax Returns in System• Conduct Audits

CRA Hotline• Answer FAQs• Resolve Problems

CRA creates a website and allows NETFILE

Current CRA TasksPost Office• Minimal Stocking of Forms/Pubs

CRA Office• Minimal Mailing Forms/Pubs• Reduced Entry of Tax Returns• Conduct Audits (MORE!)

IRS Hotline• Reduced Answering FAQs• Resolve Problems

Modified CRA TasksNew Website

ActivateNETFILE

Implementation Results• Reduced labour costs in forms distribution, hotline support, data

entry from access to info/materials on the website and NETFILE

• Allow for redeployment of resources to primary activities including conducting audits and resolving problems


Levels of the Organization and Traditional Systems

• Management Information Systems

• Executive Information Systems

• Decision Support Systems (both levels)

• Transaction Processing Systems

• Functional Area Information Systems (Across all levels within a function)

• Expert Systems


Traditional Information System Functions

TransactionProcessing Systems

Management Information Systems

Executive Information Systems

Decision SupportSystems

Expert Systems

Functional Area Information Systems

Process day-to-day business event datain an organization (Operational level)

Produce detailed information to help manage a firm or part of a firm (Managerial)

Provide very high-level, aggregate informationto support decisions (Executive)

Provide analysis tools and databases to support quantitative decision making (Multiple)

Mimic human expert in a particular area and provide answers or advice (Operational)

Support the activities within a specific functional area of the firm (All)


Other Information Systems - Not as Easy to Categorize

Office Automation System

Collaboration System

Customer Relationship Management

Electronic Commerce

Enterprise ResourcePlanning System

Support a wide range of predefined, daily work activities of individuals or groups (e.g. MS Word)

Enable people to communicate, collaborate, and coordinate with each other (e.g. email)

Support the interaction between the firm and its customers (e.g. sales force automation or call center technology)

Enable customers to buy goods and servicesfrom a firm’s website. (www.amazon.com)

Support and integrate all facets of the business (e.g. planning, manufacturing, sales, etc.)


From Recording Transactions to Providing Expertise: Types of Information Systems

• Many types of information systems

• Capabilities of applications have been combined and merged

• Management Information System: supports planning, control, and making decisions


Transaction Processing Systems

• Most widely used type of system

• Records data collected at point where organization interacts with other parties

• Encompasses cash registers, ATMs and purchase order systems


Supply Chain Management Systems

• Supply chain: sequence of activities involved in producing products– Activities include marketing, purchasing raw

materials, manufacturing, shipping, billing, collection, and after-sale services

• Also known as enterprise resource planning systems


Customer Relationship Management Systems

• Customer relationship management: managing relations with customers– Used in combination with telephones to

provide customer service– Often linked to Web applications that track

online transactions


Business Intelligence Systems

• Business Intelligence: gather data to help organization compete– Often contains statistical models– Access large pools of data

• Data warehouse: large database that usually store transactional records


Decision Support and Expert Systems

• Decision support system: supports decision-making– Relies on models to produce tables– Extrapolates data to predict outcomes

• Expert system: supports knowledge-intensive decision-making– Uses artificial intelligence


Geographic Information Systems

• Geographic information system: ties data to physical locations

• Represents data on a map in different formats

• May reflect demographic information in addition to geographic

• May use information from GPS satellites


Geographic Information Systems (continued)


Information Systems in Business Functions

• Functional business area: services within a company that support main business– Includes accounting, finance, marketing, and

human resources– Part of a larger enterprise system


Accounting

• Information systems help record transactions

• Produce periodic statements

• Create required reports for law

• Create supplemental reports for managers


Finance

• Finance systems facilitate financial planning and business transactions

• Tasks include organizing budgets, managing cash flow, analyzing investments, and making decisions


Marketing

• Pinpoint likely customers and promote products

• Marketing information systems analyze demand for products in regions and demographic groups– Identify trends in demand for

products/services

• Web provides opportunity to collect marketing data


Human Resources

• Human resource management systems aid record-keeping– Must keep accurate records– Aids recruiting, selection, placement, and

reward analysis

• Performance evaluation systems provide grading utilities


Web Empowered Enterprises

• E-commerce: Buying and selling goods and services through Internet

• Internet is a vast network of computers connected globally

• Web has a profound impact on information systems


IS Competitive Advantage Perspectives: Who is Right?

“IT Doesn’t Matter” - Carr 2003• As IT becomes more pervasive, technology

becomes more standardized and ubiquitous• The result is that the same technologies are

available to all competitors in an industry• This produces no competitive advantage

“The Engine that Drives Success: The Best Companies have the Models Because they Have the Best IT Strategies” - Lundberg 2004

• Companies with bad business models fail regardless of IT systems or other capabilities

• Companies with good business models use IT to execute successful business models and succeed


IS for Competitive Advantage: Business Value

• Using IS to create/support business strategy is the most effective approach creating the most business value

• Strategic IS systems are typically custom built and are integrated to support the business strategy

• Strategic IS systems are by nature hard to replicate just as are good business models


Competitive Advantage: Dual Nature of Systems

IS gone wrong(DIA)

Strategic in Nature

Established Technology

Capable Suppliers

Structured Implementation

Capable IS Support

IS that works(FedEx)Evaluation Factors

Yes

Yes

Yes

Yes

Yes

Yes

No

??

No

??

FedEx Customer Website versus

Denver International Airport Baggage System


Organizational IT Roles

Central IT Organization• Responsible for IT Planning• Coordinates implementations• Establishes organization’s IT

methods and standards

Business Unit• Responsible for determining

IS business requirements • Supply budget and personal

resources for implementations

IT Business Unit Support• Liaison between Central

IT and the Business Unit• Spends much time onsite

at the Business Unit• Reports to both orgs


Executive Roles in Information Technology

CEOChief Executive

Officer

COOChief Operations

Officer

CFOChief Financial

Officer

CIOChief Information

Officer

• Manages Operations• Allocates Resources• Primary Consumer of IT

within the Organization

• Manages External Stakeholder Relationships

• Sets Strategic Direction• Defines High Level IT

Needs for the Future

• Manages Accounting & Finance• Forecasts Needs and Secures

Financial Resources• Allocates Budget for IT Expenditures


Executive Roles in Information Technology

CEOChief Executive

Officer

COOChief Operations

Officer

CFOChief Financial

Officer

CIOChief Information

Officer

• Manages IT Organization and Operations• Forecasts IT Needs from Business Strategy• Sets Direction for IT Architecture and Organization• Plans, Designs and Delivers IT throughout the firm


The Future of Information Systems: Trends

Ownership and Control (Old School IS)• Large backlogs of user requests…very poor service• Arrogance and feeling of ownership and control of IT• Can’t do attitude…told users why they couldn’t do things• Resulted in a very poor relationship with users

Consulting and Service Mentality (New School IS)• IS is taking on an IT consulting role• “Service Mentality”…users are customers to be served• Proactively support and problem solve for their customers• Fundamentally believe that customers own the technology

• Business managers became technology savvy • Systems evolved and became easier to develop• Business organizations developed their own systems

THEN


IS Role in Change: Trends and Terms

Downsizing (Sometimes called Rightsizing)• Reducing organizational headcount to meet the financial goals of the organization

• IS is viewed as the lever to provide the systems necessary to increase productivity

Downsizing (Sometimes called Rightsizing)• Reducing organizational headcount to meet the financial goals of the organization

• IS is viewed as the lever to provide the systems necessary to increase productivity

Outsourcing• Transferring business functions outside the organization to increase service levels and/or reduce operating cost

• IS is not immune to this trend. Certain commodity IS technical jobs will be increasingly transferred overseas

• IS must find better methods to manage offshore work

Outsourcing• Transferring business functions outside the organization to increase service levels and/or reduce operating cost

• IS is not immune to this trend. Certain commodity IS technical jobs will be increasingly transferred overseas

• IS must find better methods to manage offshore work


The Future for IS

Characteristics for success include: continuous learning and growth, finding new ways to add value, flexibility, and developing unique skills

IS needs will continue to grow as technology developments advance

Although outsourcing will continue, there will be strong demand for IS professionals

There is a need for personnel that can speak the language of technology and business and the skills to manage projects and people

1-1 chapter 1 why information systems matter robert riordan, carleton university

Documents

information data

information systems

information process

information systems

term information systems

correct information

picture information

information keys