Week07.pdf

COMP1750: Introduction to Business Information Systems WEEK 7: PROCESSES, ORGANISATIONS, AND INFORMATION SYSTEMS Our Agenda Today… Q1: How do information systems vary by scope? Q2:...

COMP1750: Introduction to Business Information Systems WEEK 7: PROCESSES, ORGANISATIONS, AND INFORMATION SYSTEMS Our Agenda Today… Q1: How do information systems vary by scope? Q2: How do enterprise systems solve the problems of departmental silos? Q3: How Do CRM, ERP, and EAI support enterprise systems? Q4: How do inter-enterprise IS solve the problems of enterprise silos? Faculty of Science and Engineering | School of Computing 2 Q1: How do information systems vary by scope?  Scope of Information Systems Faculty of Science and Engineering | School of Computing 4 Q2: How do enterprise systems solve the problems of departmental silos?  Information Silos Faculty of Science and Engineering | School of Computing 6 Problems with Departmental Silos Faculty of Science and Engineering | School of Computing Information Silos as Drivers Integrate data into single database Revise applications Allow isolation, manage to avoid problems Faculty of Science and Engineering | School of Computing 8  Example SOME OF THE DEPARTMENTS INVOLVED IN PATIENT DISCHARGE Faculty of Science and Engineering | School of Computing 9 Business Process Reengineering Enterprise systems enabled creation of more efficient or more effective processes How can processes be improved? – Change process structure – Change process resources – Change both process process structure resources Faculty of Science and Engineering | School of Computing Business Process Reengineering (cont’d) Integrated data, enterprise systems create stronger, faster, more effective linkages in value chains Difficult, slow, exceedingly expensive Key personnel determine how best to use new technology Requires high-level and expensive skills, and considerable time Faculty of Science and Engineering | School of Computing 11 Q3: How Do CRM, ERP, and EAI support enterprise systems? Enterprise Systems Support Inherent processes – Predesigned procedures for using software products – Based on “industry best practices” Customer relationship management (CRM) Enterprise resource planning (ERP) Enterprise application integration (EAI) Faculty of Science and Engineering | School of Computing Customer Relationship Management (CRM) Suite of applications, database, and set of Marketing inherent processes Manage all interactions with customer through four phases of customer life cycle Customer 1. Marketing Loss/churn acquisition 2. Customer acquisition 3. Relationship management 4. Loss/churn Relationship Supports customer-centric organization management Faculty of Science and Engineering | School of Computing Customer Life Cycle Faculty of Science and Engineering | School of Computing 15 CRM Applications Faculty of Science and Engineering | School of Computing ERP Applications Primary purpose integration ERP is a suite of applications (modules), a database and a set of inherent processes for consolidating business operations into a single, consistent, computing platform. ERP systems are an IS based on ERP technology. Faculty of Science and Engineering | School of Computing Purpose of ERP Systems Suite of applications, database, and inherent processes Consolidates business operations into a single, consistent computing platform CRM plus accounting, manufacturing, inventory, and human resources applications SAP offers industry-specific customise packages Faculty of Science and Engineering | School of Computing Enterprise Application Integration (EAI) EAI is a suite of software applications that integrates existing systems by providing layers of software that connect applications. Connects system “islands” Enables communicating and sharing data Provides integrated information Provides integrated layer on top of existing systems while leaving functional applications “as is” Enables less expensive, gradual move to ERP Faculty of Science and Engineering | School of Computing Design and Implementation for the Five EAI Components Virtual Integrated Database Faculty of Science and Engineering | School of Computing What Are the Challenges of Implementing and Upgrading Enterprise Information Systems? Collaborative management ▪ No clear boss Requirements gaps ▪ Features and functions of complex, not easy to identify ▪ What to do? Adapt or alter? Transition problems ▪ Careful planning, substantial training, senior management involvement Employee resistance (Expect it) New technology Faculty of Science and Engineering | School of Computing What Are the Challenges of Implementing and Upgrading Enterprise Information Systems? Employee resistance ▪ Change requires effort and engenders fear ▪ Threat to self-efficacies ▪ Extra inducements needed New technology ▪ The Cloud, mobile technology ▪ Pose risks and potential outside control of organisation resources Faculty of Science and Engineering | School of Computing So What? Workflow Problems “Most IT problems are workflow problems, not software problems” Who fixes a workflow problem? ▪ Someone with knowledge of business processes Need knowledgeable business people comfortable working with technical people ▪ You and a business analyst Faculty of Science and Engineering | School of Computing Q4: How do inter-enterprise IS solve the problems of enterprise silos? Example: Information Silos of PRIDE Faculty of Science and Engineering | School of Computing 25 Example: Inter-enterprise PRIDE System Distributed Systems Faculty of Science and Engineering | School of Computing How Does the Knowledge in This Chapter Help You? Understand levels of information systems and problems Gain perspective information systems and understand issues of information silos Know what CRM, ERP, and EAI applications are, what they do, and some issues involving use and implementation Background for investigating use of the cloud for applications Faculty of Science and Engineering | School of Computing 27