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Intro to Info TechEnterprise Computing
Copyright 2003 by Janson Industries
This presentation can be viewed on line at: http://web.fscj.edu/Janson/cgs1060/wk11.EC.ppt
Copyright 2012 by Janson Industries2
Objectives Explain
What is an Enterprise
Categories of enterprise systems
Enterprise technologies
Copyright 2012 by Janson Industries3
Enterprise An organization of some size
Hospital-sized or larger
Generate lots of information
Special organizational structure
Usually broken up into functional units
Different computing needs
Functional units must work together
Copyright 2012 by Janson Industries4
Organizations Have CEOs, but don't run the day-to-
day operations Reps the company to outside orgs
Customers, Govt, BoD, etc Responsible for long term planning
COO (Chief Operations Officer) oversees the business with execs
Other execs run functional areas CIO, CFO, Director of Research, etc.
Copyright 2012 by Janson Industries5
Organizations Employees breakdown into four
levels of information users Executives Middle Managers Low Level Managers Non-management employees
Each level has very different information needs
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Executives Strategic responsibilities
Large scope Long time frame
Ex. Long term planning
Manage middle managers
Their decisions affect : Large portions of the business
Financing for next 20 years, company-wide manufacturing, world-wide sales
The entire business for years to come
Copyright 2012 by Janson Industries7
Middle Managers Tactical responsibilities
Medium scope Middle time frame (2-5 years)
Ex. 5 year plan to implement long term plan
Manage Low Level Managers
Their decisions affect : Significant portions of the business
Sales in China, Florida
For 2-5 years
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Low Level Managers Operational responsibilities
Small scope Near time frame Manage employees
Hiring, evaluating, firing
Their decisions affect : Small portions of the business
Sales in Jacksonville
Near term and up to 2 years
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Mgt Responsibilities
Planning
Organizing
Leading
Controlling
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Planning Choose "model" to pursue
Determine goals and targets Are used to measure how efficient
and effective the model is
Very different at different levels
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Planning LL McDonald's Mgr decides
How many and what type of employees for each shift 6am – 10am
• 2 counter– 1 drive through, 1 counter
• 2 general cooks
10am – 2pm• 4 counter
– 1 drive through, 3 counter• 3 cooks
– 1 fryer, 2 flat grill
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Planning
HL McDonalds Mgr 10 year plan:
Outsource drive through counter position to call centers
Implement ordering over the Internet via Web Browser Texting Messaging
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Planning Plan timeline:
Call center US/Europe In first store in 1 year District in 1.5 years Region 2 years Area wide in 5 years
Call center Asia/SA/Third world In first store in 2.5 year District in 3 years Region 4 years Area wide in 8 years
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Planning Plan timeline:
Browser ordering In first store in 2.5 years District in 4 years Region 5 years US/Europe 9 years World-wide15 years
Texting In first store in 3.5 years District in 3 years Etc. etc.
Copyright 2012 by Janson Industries15
Organizing Assign specific resources to
the plan
Create the culture Values Environment
Again, very different for different managers
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Organizing LL McDonald's Mgr decides
6am – 10am Jean works drive through Mary works counter Bill and Tim are cooks
Need to hire 3 cooks and 2 counter Put positions available on big sign outside Submit job to Worksource Submit request for internal transfers from
other stores to region Advertise in newspaper Sun-Tues and on
Craig's List Set aside next Thursday for interviews
Copyright 2012 by Janson Industries17
Organizing
Culture:
Will accept part timers
Will provide day care services for employees
Monthly sales contest for counter employees
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Organizing HL McDonald's Mgr decides
Assign Terra Haute region as browser test location (Bill Reynolds region mgr)
Assign San Francisco region as texting test location (Mary Worth)
Assign IT VP to: Come up with 5 yr H/W requirements Implementation plan for test regions
Assign Purchasing VP to Find call center vendors Develop 5yr hardware purchasing plan
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Leading Motivate people to do well
Get people to work together
Sell the plan
Build confidence that actions being taken are good for company and employees
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Leading HL McDonald's Mgr decides
Assign HR VP to: Look at call center impact on # of store
employee levels Based on normal attrition, come up with
retraining/hiring needs for stores and IT Come up communication campaign to sell
employees on call centers Set status report mtg with IT VP to 15th of
next month Set due date on H/W reqs as Feb 1st
Assign HR, IT, and Purchasing VPs to new "Bold Tech" team
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Leading LL McDonald's Mgr decides
Hire artist to create posters re: sales contest
Set mtg date to explain new day care services new counter buddy team system:
• Counter people are a team• If one is overwhelmed, other comes to help• All counter people will be trained to handle
both phone and register
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Controlling Evaluating performance
Gather performance info Compare info to
Similar orgs Competitors
Benchmarking: Find successful operators Determine their advantages Practice "me too"
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Controlling
After 2 months of new buddy system, for each transaction LL Manager :
Collects time order placed and time order delivered
Tabulates avg time by teams, shifts, and days of the week
Compares to historical data
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Controlling Conducts status meetings
Evaluates plans
HL mgr launches investigation into Taco Bells partnership with Navy bases
Number of new stores
Cost of opening stores on bases
Avg sales
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Management Different levels spend different amount
of time on different activities Controlling/evaluating big activity for LL not
so much HL HL not so concerned with details also
Sales data looked at globally• US not producing well• Demote US mgr
LL mgr sees sales are down Looks at day to day sales compared to last year Looks at sale item mix
Copyright 2012 by Janson Industries26
Non-Management Employees Some perform the operational tasks
of the business Take orders Purchase supplies Balance the books Count inventory
What's expected of an employee depends on the job level Low skill: follow instructions High skill: fill a role, figure it out, act in
a proactive manner
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Non-Management Employees May perform management-like
functions Scheduling Inventory management Market research
Information is: Collected for all the employees to do
there jobs Analyzed to make better decisions
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Information Systems What’s a system?
Categorized as:
Bus Intelligence: gather and analyze data
Bus Process Mgt: help operational activities: sales, hiring, purchasing
Business Process Automation: greater efficiency and accuracy of operational activities
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Information Systems Categorized by functional area
Accounting Sales Human resources Etc.
There are specialized systems for each area
Some general information system types span many areas
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Specialized
Accounting and finance systems perform functions such as Billing, A/P, A/R
They also analyze and produce: Financial reports Legally required documents Tax information
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Specialized Human resources systems (aka
employee relationship mgt)
Provide access to data and ability to update info for both HR and emp Benefits info: health retirement plans Work history: appraisals, career path
Often will prompt mgrs to do things: Employee appraisal due Raise time Anniversary
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Specialized Engineering systems
CAD: computer aided design
CAE: computer aided engineering
Manufacturing systems
CAM: computer aided manufacturing
MRP: materials requirements planning
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Specialized
SFA: sales force automation
Access/update customer info
Interaction log
Prompt for actions: Make sales call Place an order Schedule a meeting
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General Systems Five major systems
Transaction Processing System (TPS)
Management Information System (MIS)
Expert Systems
Decision Support System (DSS)
Office Information System (OIS)
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Transaction Processing System Automates the day to day operations
Transactions Input – Processing - Output
Can look at many things as transactions You process my lectures into knowledge
ProcessingInput Output
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Transaction Processing System Buying a stick of beef jerky in a Jiffy store is an example of
a sales tx
Sales transaction consists of many steps Item and qty being purchased are input Item price is retrieved (or input) Total cost calculated and displayed Customer inputs money Change is calculated Inventory on hand reduced by qty Cash on hand increased by total cost Change is output to the customer
Copyright 2012 by Janson Industries37
Transaction Processing System In the old days, no real time tx
Sales transaction consisted of Price and qty of purchased item input Total cost calculated and displayed Customer inputs money Clerk inputs paid amount and register figures out
change or
Clerk figures out change in his head Change is output to the customer
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Transaction Processing System
Is there an accurate inventory count?
Is the a cash on hand amount available?
How were these calculated?
How long was this information valid?
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TPS
Order entry
CustomerCC# Item Qty
Customer File
Status
Denied Visa
Status
Order File
Ord # Status
InventoryOrd #Item Qty
Inventory File
On hand qty
Status Ord #Item Qty
Shipping
Customer
Cust info
Ord info
Status
Bill of lading
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Transaction Processing System Use to be done by hand, phone, and paper
Automating makes it faster, more accurate and fewer people needed
What about other TPS subsystems A/R A/P Payroll General Ledger Outgoing orders Receiving
Copyright 2012 by Janson Industries41
Management Information System
Uses the raw facts collected by the TPS to provide useful information for the management of the business
For instance, could manager evaluate employees better if he had Sales per employee per hour?
What about difference is shifts/days?
Copyright 2012 by Janson Industries42
System Development Programmer/System analyst:
Works with business experts to define the required information
Identifies the source of data Designs, develops or buys s/w to transform data into the
needed info
End user computing (EUC) gives business experts: Access to raw data Training in s/w to transform data
(Crystal reports, MS Access, etc.)
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Expert Systems Make recommendations based on data
Earliest example MYCIN, used to: Diagnose infections Recommend antibiotics Recommend dosages (based on patient
weight, medical history, etc.)
Analyst Interviewed Stanford Medical profs
about treating infectious diseases Built s/w rules
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MYCIN Would ask a series of simple
questions to gather information Patient temperature Is patient experiencing dizziness Etc.
Based on answers made rec
Results: Correct 69% of the time Would you want to be in the 31%? Unfortunately, that's better then any
individual doctor did
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Expert Systems Later expert systems would modify
themselves to produce better results Feed the final results
System would change its rules based on actual diagnosis
Problems with: Hard to get to experts/knowledge source
Who's responsible if results incorrect Experts? Programmers?
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Problems with Expert Systems Expert systems used widely on Wall
street
They analyze the market and make decisions on trades
Even allowed to do automated trades
This why there are many cutoff rules regarding automatic trading
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Decision Support Systems Helps a user make a decision
Enable a user to do "what if" analysis Like the grade DSS in Excel
May use data external to the TPS Supplier prices Population growth projections
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Office Information Systems Automates common administrative tasks
Create and distribute documents Send and receive messages
Email, IM, faxes, voice Calendaring
Schedule appointments, meetings, etc. Create pages and publish to the web Ex. MS Office, Open Office
Various pieces work together Day before meeting, email sent w/ agenda 15 minutes before, IM reminder sent Phone msg sent as email attachment
Copyright 2012 by Janson Industries49
Integrated Systems Big systems that span categories
ERP: enterprise resource planning TPS plus functional systems like finance,
sales, HR Ex. SAP
CRM: customer relationship mgt Spans sales, marketing, and customer
service
CMS: content mgt system Keeps track of more than just docs Spreadsheets, databases, video
Copyright 2012 by Janson Industries50
Enterprise Resource Planning (ERP) Tries to balance all resources for most efficient
production Reads data from TPS and requires more info (sales
projections, supplier prices, employee costs, etc.) Spans all functions
Based on sales projections who should be hired and fired
Based on sale, orders, and forecast what supplies should be purchased
Based on long term sales projections how much money should be borrowed and from who
Copyright 2012 by Janson Industries51
Enterprise Systems All of these systems (TPS, MIS, ERP,
etc.) make up a organization’s Intranet Functions that can only be accessed
from inside the organization
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E- Commerce Two flavors: B2B and B2C
Makes some TPS functions available over the Internet (called Extranet)
Often provides new functions Customers
Order over Web using browser Track order status
Other business's can: Query prices and delivery times ((so ERP
can pick best supplier) Order electronically (EDI)
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E-commerce
Order entry
CustomerCC# Item Qty
Customer File
Status
Denied Visa
Status
Order File
Ord # Status
InventoryOrd #Item Qty
Inventory File
On hand qty
Status Ord #Item Qty
Shipping
Customer
Cust info
Ord info
Status
Bill of lading
Internet Available
Status
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E- Commerce Example
efollet
Even qty by loc
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Enterprise Systems Many computers networked with
tremendous storage capacity
Duplication of h/w and data Try to insure 99.9% availability Also insures against loss of data
Scalability As demand for system grows, need
to be able to easily increase capability Grid and on-demand computing
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Enterprise Systems Unique h/w
Mainframes – very good at transaction processing
Blade servers – server on a card All sorts of storage devices
RAID (redundant array of independent disks)
NAS (network attached storage) Tape libraries Optical disk jukeboxes
Extensive back up and disaster recovery procedures and plans
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Points to Remember Enterprise computing spans a large
organization
Comprised of Many functional subsytems Enterprise wide general systems Common and unique hardware
Enable large organizations to function more efficiently