• An organized combination of:
  • People
  • Hardware and Software
  • Communication Networks
  • Data Resources

• This System:
  • Stores, retrieves, transforms and disseminates information in an organization

• Input of Data Resources
• Processing of Data into Information
• Output of Information Products
• Storage of Data Resources
• Control of System Performance

* Mainframe computing

* PC and distributed systems

* Web-based pervasive computing

• An information system should produce feedback about its input, processing, output and storage activities
• Feedback must be monitored and evaluated to determine if the system is meeting established performance standards
• Feedback is used to make adjustments to system activities to correct deficiencies

Operations Support Systems:

What do they do?

• Efficiently process business transactions
• Control industrial processes
• Support communications and collaboration
• Update corporate databases

• Support business processes and operations
• Support business decision making
• Support strategies for competitive advantage

Management Support Systems:

What do they do?

Provide information and support for effective decision making by managers

• Management information systems
• Decision support systems
• Executive information systems

• Transaction Processing Systems
• Process Control Systems
• Enterprise Collaboration Systems

• Record and process business transactions
• Examples: sales processing, inventory systems, accounting systems

• Monitor and control physical processes
• Example: Using sensors to monitor chemical processes in a petroleum refinery

• Enhance theme and workgroup communication
• Examples: email, video conferencing

• Management Information Systems (MIS)
• Decision Support Systems (DSS)
• Executive Information Systems (EIS)

• Reports and displays
• Example: daily sales analysis reports

• Interactive and ad hoc support
• Example: A what-if analysis to determine where to spend advertising dollars

• Critical information for executive and managers
• Example: easy access to actions of competitors

• Batch Processing
  • Accumlate transactions over time and process periodically
  • Example: A bank processes all checks received in a batch at night
• Online Processing
  • Process transactions immediately
  • Example: A bank processes an ATM withdrawal immediately

• Provide expert advice
• Example: Credit card application advisor

• Support creation, organization, and dissemination of business knowledge throughout company
• Example: intranet access to best business practices

• Help get a strategic advantage over customer
• Examples: shipment tracking, e-commerce Web systems

• Focus on operational and managerial applications of basic business functions
• Examples: accounting, finance or marketing

To survive and succeed, a business must develop and implement strategies to effectively counter the:

• Rivalry of competitors within its industry
• Threat of new entrants into an industry and its markets
• Threat posed by substitute products which might capture market share
• Bargaining power of customers
• Bargaining power of suppliers

• Growth or expansion
• Alliances
• Cost Leadership
• Differentiation
• Innovation

• IS/business alignment
• Attracting, developing and retaining IS professionals
• Security and privacy
• IT strategic planning
• Business process reengineering
• Introducing rapid business solutions
• Measuring the value of IT investments
• True return on IT investments
• IT governance
• Speed and agility

• Scope
• Complexity
• Strategic

Operational Accounting Systems

• Order processing
• Inventory Control
• Accounts Receivable
• Accounts Payable
• Payroll
• General Ledger systems

• The oldest and most widely used information system in business
• Records and reports business transactions and economic events
• Produces financial statements
• Forecasts future conditions

• Supports business managers and professionals making decisions concerning
  • The financing of a business
  • The allocation and control of financial resources within a business

• A customer-focused marketing process
• Uses the Internet, intranets and extranets
• Establishes two-way transactions between a business and its customers or potential customers

• Profitability use networks to attract and keep customers
• Get customers to help create, purchase, and improve products and services

• Planning, promotion, and sale of existing products in existing markets
• Development of new products and new markets
• Better attracting and serving present and potential customers

Supports the production/operations functions

• Includes all activities concerned with planning and control of the processes producing goods or services

• Community
• Content
• Context
• Demographic/Psychographic
• Online Behavior

Information systems designed to support

• Planning to meet personnel needs
• Development of employees to their full potential
• Control of all personnel policies and programs

Performance monitoring information systems for factory floor operations

• Process Control - controls ongoing physical processes
• Machine Control - controls the actions of machines

• View benefits
• Enter travel and expense reports
• Verify employment and salary information
• Access and update personal information
• Enter time-sensitive data

• Accounting
• Financial
• Marketing
• Manufacturing
• HR

• Sales
  • sales management, contact management
• Marketing
  • List generator, campaign management, cross-selling and up-selling
• Service
  • call center, web-based self-service, call scripting

CRM Application Components:

Contact and Account Management

CRM Application Components:

Sales

• Acquire
  • Contact management, sales prospecting, direct marketing, fulfillment
• Enhance
  • Superior customer service
  • Cross-sell to existing customers
• Retain
  • Proactively identify and reward loyal and profitable customers
  • Develop a long-term relationship with customer

CRM Application Components:

Marketing Fulfillment

CRM Application Compents:

Customer Service & Support

CRM Application Components:

Retention and Loyalty Programs