support systemsand integrated systems
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Support Systemsand Integrated Systems
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Classifying Systems
First GenerationTransaction processing systems
Purpose: increase efficiency/accuracyAutomate manual processes
Second GenerationMIS
Purpose: keep management informed Third Generation (Support Systems)
Purpose: improve effectiveness
Fourth Generation (Integrated Sys)
Integration of other systems
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3rd Gen - Office Systems
Definition:
systems that increase productivity of
all employeesGeneric Software Packages:
Word processing, Spreadsheets, E-mail,Calendars, Presentation Makers...
Document management Organize for access
Intelligent devices: fax, copier, phone
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3rd Gen Decision Support
Purpose: to help make better decisions Using a mathematical model (model-driven)
Set of equations
May use probabilities
Analyze large data sets (data-driven) OLAP covered later under database
Using Data Visualization Diagramming (see p. 467)
Geographic Information System (474)
Giving you decision making tools ex: creativity tools, guided decision making
Inputs: User input and/or TPS data
Outputs:
Answers, pictures, guidance
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3th Gen - AI and Expert Systems
Def: Systems that mimic nature
Robotics: mimic human movement
Perceptive Syst: mimic human sensing
Natural Lang: understand human input
Expert Systems: mimic human thinkingAct as consultant to non-expert
captures the thinking of an expert
Use logic to handle large data bases ex: analyze credit card purchases
May be able to learn
May be embedded in other ISs
ex: grammar checker
Knowledge base + inference engine
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AI Techniques
AI inside Expert Systems
Rule-Based -- IF/Then
Case-Based -- content analysis Other intelligence techinques
Fuzzy Logic
more flexible thinking Neural Networks
mimic neurons
Genetic Algorithms
mimic evolution
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4th Gen - Hybrid Systems
When connect AI/ES systems
ES + ES = one system analyzessituation and another maksrecommendations
ES + AIAI first -- AI does sensing then ES
determines what to do or explainswhat was found
ES first -- ES looks for patterns, AImeasures pattern (give a rating) or
learns from the ES
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Integrated Systems in 4th Gen
Two forms of integration Integrate systems of the same type
So can share info, create consolidated repts
May have same look and feel
Integrate basic systems (TPS/MIS, Office, DSS, Expert)
Enterprise systems Advanced Operations Support
TPS/MIS integration ERP - covered in IS Fundamentals Lecture
TPS/MIS + advanced support Advanced ERP
CRM Business Process Mgt, EAI
Service Platforms
Executive support (EIS)
Support for Innovation Group DSS, KMS
Support for External Relationships (interorganizational) EDI , SCM. B2B
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4th Gen - Enterprise Resource Planning
ERP systems defined One vendor, integrates all systemsSame look/feel, can talk to each other
Integrates all depts in the value chain Primarily TPS/MIS
Beginning to add support systemsExperts systems, AI and Decision SupportMay be exploring Executive Support Systems
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4th Gen Business Process Mgt Sys
Also known as Workflow mgt
Systems used to improve the flow of work
across the organization documents have to be handled by many
proccessing, approval
news needs to be shared
in physical -- staple a routing list to it
management needs to be able track workflow
Even better play with flow
So how can an information system help?
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4th Gen - Customer Relationship Mgt
CRM for short
Purpose: Put customer first (LT relate)
Integrates
Cust data (mail, phone, web, store) touch points
Systems that support customer
Sales, marketing, service
provides support tools as well (DSS, ES, KMS) Sales force automation (SFA)
Profiling - loyalty, profitability
Tying actions to each type of customer
Service
Routing, diagnosis, tracking
Marketing
Support Up-selling, Cross-selling, Bundling
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Enterprise Application Integration
EAI for short
Web-based systems that
Connect major e-business appsLink CRM (front office)to ERP (back office)
Translator and hub (post office)
Connect different ERPs of partners
Enables process modelingCreate business rules
When order is complete, order app alerts invoicing systemto send bill and inventory to ship
Play with processes
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4th Gen - ESS or EIS
Executive Support or Exec Info Sys. Integrate other types of information
systems to create a system customized
to a higher level manager Favorite reports are included (MIS)
Access to useful DSS
Personal productivity systems
Agents or other Expert systems
Input: TPS, Models, External Info (stock quotes,news items
Updated by lower level personnel
AI/Expert system also updates
Pulled up from TPS
Provides support for strategizing
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Support for Innovation
Improve collaboration
Improve organizational learning
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4th Gen - Group DSS
Group Decision Support Systems automation of decision making techniques
brainstorming, stakeholder analysis
idea evaluation -- criteria dev, rankingscenario development
Where you find GDSS tools Decision Support Rooms Groupware or collaborative systems
GDSS + Group-oriented Office Systems whiteboard, redlining e-mail, electronic meetings Ex: www.Groupsystems.com
Teamware -- support projects on the web
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4th Gen - Knowledge Mgt Sys
Sources of knowledge (explicit/tacit)
collab/comm systems (unstructured K)
knowledge base = organizational memory
mis/dss/es analyses (semi-structured)
pockets of TACIT knowledge (immeasurable) experts, experiences
Knowledge Mgt systems -- tools to help ...
manage the organizations memory
collect it (Knowledge Acquisition)
store it (Document Management)
organize it by person, topic, how used
people get access to what they need
push it to them or they pull it
help them share it
Encourage and track
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Knowledge Management Case
American Management Systems A consulting firm New employee: Andrew Jewell Signs onto the Knowledge Center
compendium of 450 best practices on LotusNotes White papers Directory of experts
Behind the scenesreward system that says must work on one
best practice a yearsenior consultants check for conflicts
between topics
87% of execs say their firm are avg or
worse at transferring knowledge
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Types of KMS
Enterprise KMS
Structured K system Docs are easy for computer to read
TPS Reports, documents
Easy to det value, flow
Semi-structured K systemText with little or no predefined format
Multimedia
Must assess value, quality (screening)Must determine categories, flow
K Network systemDirectory of K experts
Communities of Practice
Best practice dissemination
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Knowledge Work Systems
Definition: customized systems forspecific knowledge workers
Might include.
Specialized toolsEx: Graphical, analytical,
communication, document mgt
CADcomputer aided design
Virtual reality Access to external I & K
Enhanced computing power
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4th Gen - Data Warehousing
Several layers of dbs on Db servers Operational databases (TPS data)
goal: speed, accuracy
Data Warehouse snapshot of operational db + previous years
data
Data Marts Analytical databases for specific functional areas
Based on the concept of Data Mining theres informative gold in them thar dbs!
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4th Gen - Online AnalyticalProcessing (Integrated DSS)
Step 1: Create Data Cubes
data cube = multidimensional db Store the datacubes on OLAP server
Step 2: Use OLAP software To display cube & manipulate it
Slice it, turn it To use algorithms
To look for trends, unusual events
To create graphics, reports
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East
WestDenver
FebActual Budget
Margin
Sales TV
VCR
TV
VCR
Multidimensional Database Structure
Geographic
Dimension
Time
Dimension
Product Dimension
Value in Cell
Datacube
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Support for ExternalRelationships
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Interorganizational Systems
Supply Chain concept net ofBusiness processes in diff orgs needed to
complete a product transaction
Interorganizational Systems
Allow firms to coordinate
Gen 1 - Electronic Data InterchangeWhen TPS of firm A talks to TPS of firm B
Direct connect, hub or open network
Gen 2 - Supply Chain Mgt Systems (SCM)When ERP/CRM of members are integrated
Gen 3 - Business to Business E-CommerceWhen firms use web to send transactions
Gen 4 - Joint Development SystemsGDSS/KMS between firms
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Supply Chain (Film Industry)
Distributors
Video Stores
Producers
Studios
Theaters
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SCM Systems
Operation Support (TPS)
Allow data sharing
Supply Chain ExecutionBusiness rules and trackingPush or pull orientation
Operational Intelligence
Might use an intelligent agent
Management Support
Consolidate reporting (MIS)
Supply Chain Planning (DSS/ES)
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Reading for Next Week
Subject: Hardware (IT fundamentals)
Read Ch. 6 (p. 184-208)
My Goals:
Basic understanding ofPC processing/storage/input/output
Computing in organizations
Ability to read a PC Ad and shop
So, please bring in two advertisements for acomputer system
One high priced and one moderately priced
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Project 3
Think about your job, apply concepts from class Part I
Pick a DSS technique
Part II Pick an AI technique
Part III Structured Knowledge system
Knowledge Work system Bring in PC Ads Sources
Newspapers, magazines
Computer stores
The web -- Dell Gateway etc