管理信息系统复习资料

Chapter 1

What is an information system？What activity does it perform？

1). An information system can be defined technically as a set of interrelated components that collect (or retrieve), process, store, and distribute information to support decision making and control in an organization. In addition to supporting decision making, coordination, and control, information system also help managers and workers analyze problems, visualize complex subjects and create new products.

2). Input. Processing. Output

What is the difference between data and information？

?Information:

By information we mean data that have been shaped into a form that is meaningful and useful to human beings.

?Data:

Data are streams of raw facts representing events occurring in organizations or the physical environment before they have been organized and arranged into a form that people can understand and use.

What are the dimensions of information system?

Organizations, people, information technology

Chapter 2

What are the characteristics of transaction processing systems? What role do they play in a business?

Transaction processing systems (TPS) are computerized systems that perform and record daily routine transactions necessary in conducting business; they serve the organization’s operational level. The principal purpose of systems at this level is to answer routine questions and to track the flow of transactions through the organization.

?At the operational level, tasks, resources, and goals are predefined and highly

structured.

?Managers need TPS to monitor the status of internal opera tions and the firm’s

relationship with its external environment.

?TPS are major producers of information for other types of systems.

?Transaction processing systems are often so central to a business that TPS failure for a

few hours can lead to a firm’s demi se and perhaps that of other firms linked to it.

What are the characteristics of MIS? How do MIS differ from TPS? From DSS? Middle management needs systems to help with monitoring, controlling, decision making, and administrative activities.

?MIS provide middle managers with reports on the organization’s current performance.

This information is used to monitor and control the business and predict future

performance.

?MIS summarize and report the company’s basic operations using data supplied by TPSs.

The basic transaction data from TPS are compressed and usually presented in reports

that are produced on a regular schedule.

?MIS serve managers primarily interested in weekly, monthly, and yearly results,

although some MIS enable managers to drill down to see daily or hourly data if

required.

?MIS generally provide answers to routine questions that have been specified in

advance and have a predefined procedure for answering them.

?MIS systems generally are not flexible and have little analytical capability.

?Most MIS use simple routines, such as summaries and comparisons, as opposed to

sophisticated mathematical models or statistical techniques.

MIS differs from TPS in that MIS deals with summarized and compressed data from the TPS. While MIS have an internal orientation, DSS will often use data from external sources, as well as data from TPS and MIS. DSS supports “what-if”analyses rather than a long-term structured analysis of MIS. MIS are generally not flexible and provide little analytical capabilities. In contrast, DSS are designed for analytical purposes and are flexible.

What are the characteristics of DSS? How do they differ from those of ESS? Decision-support systems (DSS) support nonroutine decision making for middle managers.

?DSS provide sophisticated analytical models and data analysis tools to support

semi-structured and unstructured decision-making activities.

?DSS use data from TPS, MIS, and external sources, in condensed form, allowing

decision makers to perform “what-if”analysis.

?DSS focus on problems that are unique and rapidly changing; procedures for arriving at

a solution may not be fully predefined.

?DSS are designed so that users can work with them directly; these systems include

interactive, user-friendly software.

Executive support systems help senior managers address strategic issues and long-term trends, both in the firm and in the external environment.

?ESS address nonroutine decisions requiring judgment, evaluation, and insight because

there is no agreed-on procedure for arriving at a solution.

?ESS provide a generalized computing and communications capacity that can be applied

to a changing array of problems.

?ESS are designed to incorporate data about external events, such as new tax laws or

competitors, but they also draw summarized information from information from

internal MIS and DSS.

?ESS are designed for ease-of-use and rely heavily on graphical presentations of data.

Describe the relationships between TPS, MIS, DSS and ESS.

Ideally, all four systems use the same basic data. TPS are a major source of internal data for other systems, especially MIS and DSS. Internal data from TPS and MIS combine with external data to provide a source of analysis for DSS and ESS. All four systems are designed to give managers of all organizational levels and complete, consolidated view of the firm.

Chapter 3

Describe the four different kinds of competitive advantage for business.

①Barriers to entry that restrict supply

②Demand control (switching cost refers to cost of switching from one product to a competing product)

③Economies of scale

④Process efficiency (create cost advantage)

Chapter 4

What is information technology (IT) infrastructure? List and describe each of its components.

①Computer Hardware

Computer harder consist of technology for computer processing, data storage, input and output.

②Computer Software

It includes both system software and application software. System software manages the resources and activities of the computer. Application software applies the computer to a specific task for an end user.

③Data Management Technology (Software)

Data management software organizes, manages, and processes business data concerned with inventory, customers, and vendors.

④Networking and Telecommunications Technology

Networking and telecommunications technology provides data, voice, and video connectivity to employers, customers, and suppliers.

⑤Technology Services

Run and manage infrastructure and train users.

List and describes the various types of computers available to business today.

Personal computer (PC) ——microcomputer; Workstation; Server——midrange computer, minicomputer; Mainframe; Supercomputer.

What is the client/server model of computing? Describe the difference between a two-tiered and N-tier client/server architecture.

1) Client/server is a computational architecture that involves client processes requesting service from server processes. In client/server computing, computer processing is split between client machines and server machines linked by a network.

2) In the N-tier client/server architecture, the work of the entire network is balanced over several different levels of servers, depending on the kind of service being request.

What is TCO?

The total cost of ownership (TCO) model can be used to analyze these direct and indirect costs (hardware acquisition, software acquisition, installation, training, support, maintenance, infrastructure, downtime, space and energy) to help

determine the actual cost of owning a specific technology.

What is cloud computing?

Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configured computing resources that can be rapidly provisioned and released with minimal management effort or service provider interaction.

Chapter 5

What is a relational database? How does it organize and store information?

The relational database is the most common type of database today. Relational database organize data into two-dimensional tables with columns and rows. Each table contains data on an entity and its attributes.

Each individual element of data about a supplier is stored as a separate field within the supplier table. The actual information about a single supplier that resides in a table is called a row. Rows are commonly referred to as records, or, in very technical terms, as tuples. One supplier could supply more than one part, the table would need many extra rows for a single supplier to show all the parts that supplier provided. We would be maintaining a great deal of data about suppliers, and it would be difficult to search for the information on any individual part because you would not know whether this part is the first of fiftieth part in thi s supplier’s record.

What is a data warehouse? What problems does it solve for a business?

A data warehouse is a database that stores current and historical data of potential interest to decision makers throughout the company.

The data warehouse consolidates and standardizes information from different operational database so that the information can be used across the enterprise for management analysis and decision making.

Chapter 6

What is TCP/IP?

TCP/IP (Transmission Control Protocol/Internet Protocol ) is a communications standards for linking disparate networks and computers.

Name and describe the principal network topologies.

①Star network—consist of a central host computer connected to a number of smaller computers or terminal

②Bus network—links a number of computers by single circuit made of twisted wire, coaxial cable, or fiber optic cable

③Ring network—does not rely on a central host computer and will not necessarily break down if one of the component computers mal function

Define the followings: WAN, MAN, 3G, modem, protocol, optical network, bandwidth, and Internet 2.

WAN

Wide-area networks (WANs) span broad geographical distances- entire regions, states, continents,

or global.

MAN

Metropolitan-area network (MAN) is a network that spans a metropolitan area, usually a city and its major suburbs.

3G

3G are more cellular, and have transmission speeds ranging from 144 Kbps for mobile users in, say, a car, to more than 2 Mbps for stationary users.

Modem

A device is required to translate digital signals into analog form

Protocol

A protocol is a set of rules and procedures governing transmission of information between 2 points in a network.

Optical network

Optical network can transmit all types of traffic-voice, data, and video-over fiber cables and provide the massive bandwidth for new types of services and software.

Bandwidth

The range of frequencies that can be accommodated on a particular telecommunications channel is called its bandwidth.

Internet 2

Are consortia representing 200 universities, private business, and government agencies in US that are working on a new, robust, high-bandwidth version of the internet.

What are intranets and extranets? How do they provide value to businesses? Organizations use Internet networking standards and Web technology to create private networks called intranets.

A firm creates an extranet to allow authorized vendors and customers to have limited access to its internal intranet.

Both intranets and extranets reduce operational costs by providing additional connectivity for coordinating disparate business processes within the firm and for linking electronically to customers and suppliers.

Chapter 8

What is an enterprise system?

An enterprise system, also known as an ERP system, is a system that integrates all departments and functions across a company into a single computer system that can serve all those different departments’ particular needs.

What is a supply chain? What entities does it comprise?

Supply chain is a network of organizations and business processed for procuring raw materials, transforming materials into products, and distributing the products to customers.

It comprises suppliers, manufacturing plants, distribution center, retail outlets and customers.

What is customer relationship management? Why are customer relationships so important today?

Customer relationship management refers to business and technology discipline that uses information systems to coordinate all of the business processes surrounding the firm’s interaction with its customers in sales, marketing, and service.

①Without customers, there would be no business.②Because competitive advantage based on an innovative new product or service is often very short-lived, companies are realizing that their only enduring competitive strength may be their relationships with their customers.③The basis of competition has switched from who sells the most products and services to who “owns”the customer.④Customer relationships represent a firm’s most valuable asses.

What are the steps for CRM?

Step 1 Identify your customer and get different information about you customer. Step 2 Calculate the customer life value.

Step 3 Provide customize product and service.

What are the benefits and disadvantages if we change our ERP software to match our business process?

The benefits of ERP system：

Integrate customer order information

Standardize and speed up manufacturing processes

Integrate financial information

Advantages:

①Integration:

②Cost reduction:

③Less personnel:

④Accuracy

The advantages of ERP are reduced operating costs like lower production costs, lower inventory costs and lower marketing costs. It facilitates day to day management by providing real time data for quick decision making. ERP systems support strategic planning too.

Disadvantages:

Expensive:

This entails software, hardware, implementation, consultants, training, etc. Or you can hire a programmer or two as an employee and only buy business consulting from an outside source, do all customization and end-user training inside. That can be cost-effective.

Not very flexible:

It depends. SAP can be configured to almost anything. In Navision one can develop almost anything in days. Other software may not be flexible.

Not efficient:

Implementation of the system requires a lot of effort, time and money. Training the employees properly can take quite some time else the ERP will not be efficient

The ERP may not be successful if not implemented in the right manner leading to a lot of loss to

the organization.

Customization also involves a big amount of money and time. There could be chances of security issues and leakage of information which can be very harmful for the organization.

What lessons can you learn of ERP of cisco? What’s steps of cisco ?(案例)

1. Do a lot of things to identify the best software package.

2. Making the right decision and senior manager should make sure to support the implementation ERP system, paying attention to this project.

3. Centralized functional organization

4. Assume excellent employees, establish stable and efficiency implementation team and complete Project management institutions.

5. Choose the team partner with responsibility and in order to achieve the win-win purpose as the motive force and cooperation based

6. Advanced management concepts, efficient mode of operation, Analyze the present situation of the company, know more about what questions the ERP system should be solved and control the process of the project strictly

7. Money support

Chapter 9

List and describe the seven unique features of e-commerce.

E-Commerce Technology Dimension Business Significance

Ubiquity. Internet/Web technology is available everywhere: at work, at home, and elsewhere via mobile devices, anytime.

The marketplace is extended beyond traditional boundaries and is removed from a temporal and geographic location. "Marketplace" is created; shopping can take place anywhere. Customer convenience is enhanced, and shopping costs are reduced.

Global Reach. The technology reaches across national boundaries, around the earth. Commerce is enabled across cultural and national boundaries seamlessly and without modification. The marketplace includes, potentially, billions of consumers and millions of businesses worldwide.

Universal Standards. There is one set of technology standards, namely internet standards. There is one set of technical standards across the globe so that disparate computer systems can easily communicate with each other.

Richness. Video. Audio, and text messages are possible. Video, audio, and text messages are integrated into a single marketing message and consumer experience.

Interactivity. The technology works through interaction with the user. Consumers are engaged in a dialog that dynamically adjusts the experience to the individual, and makes the consumer a

co-participant in the process of delivering goods to the market.

Information Density. The Information processing, storage, and

technology reduces information coats and raises quality. communication costs drop dramatically, whereas currency, accuracy, and timeliness improve greatly. Information becomes plentiful, cheap, and more accurate.

Personalization/Customization. The technology allows personalized massages to be dilivered to individuals as well as groups. Personalization of marketing messages and customization of products and services are based on individual characteristics.

Name and describe six internet business models for electronic commerce. Distinguish between a pure-play Internet business model and a clicks-and-mortar business model.

Category Description Examples

Virtual Storefront Sells physical products directly to consumers or to

individual businesses.

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Information broker Provides product, pricing, and availability information

to individuals and businesses. Generates revenue from

advertising or from directing buyers to sellers.

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Transaction broker Saves users money and time by processing online sales

transactions and generating a fee each time a transaction

occurs. Also provides information on rates and terms.

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Online marketplace Provides a digital environment where buyers and sellers

can meet, search for products, display products, and

establish prices for those products. Can provide online

auctions or reverse auctions in which buyers submit

bids to multiple sellers to purchase at a buyer-specified

price as well as negotiated or fixed pricing. Can serve

consumers or B2B e-commerce, generating revenue

from transaction fees.

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Content provider Creates revenue by providing digital content, such as

digital news, music, photos, or video, over the web. The

customer may pay to access the content, or revenue may

be generated by selling advertising space.

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Interactive

Online service provider Provides online service for individuals and businesses.

Generates revenue from subscription or transaction fees,

from advertising, or from collecting marketing

information from users.

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Virtual community Provides an online meeting place where people with

similar interests can communicate and find useful

information.

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Portal Provides initial point of entry to the web along with

specialized content and other services.

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Most of the business models described in table above are called pur-play business models because they are based purely on the internet. These firms did not have an existing bricks-and mortar business when they designed their internet business.However, many existing retail firms, such as L.L.Bean, Office Depot, R.E.I., and the Wall Street Journal, have developed Web site as extensions of their traditional bricks-and-mortar businesses. Such businesses represent a hybrid Clicks-and-mortar business model.

Name and describe the various categories of electronic commerce.

B2C (Business- to-consumer electronic commerce)-involves retailing products and services to individual shopper

B2B (Business- to-business electronic commerce)-involves sales of goods and services among business

C2C (Consumer-to-consumer electronic commerce)-involves consumers selling directly to consumers

Mobile commerce-the use of handheld wireless devices for purchasing goods and services from any location

Chapter 10

What is the difference between an unstructured, semistructured, and structured decision?

Unstructured decisions are those in which the decision maker must provide judgment, evaluation, and insight to solve the problem. Structured decisions are repetitive and routine, and they involve a definite procedure for handling them so that they do not have to be treated each time as if they were new. Semistructured decisions only have part of the problems which have clear-cut answer provided by an accepted procedure.

In general, structured decisions are more prevalent at lower organizational levels, whereas unstructured problems are more common at higher levels of the firm.

Define an expert system, describe how it works, and explain its value to business. Definition: An expert system captures human expertise in a limited domain of knowledge as a set of rules in a software system that can be used by others in the organization.

How it works:

1、Expert systems build knowledge base to model human knowledge as a set of rules that collectively.

2、Depending on the complexity of the decision-making problem, expert system can have from 200 to many thousands of rules.

3、Using inference engine to search through the collection of rules and formulate conclusions.

Value:

It performs a limited number of tasks that can be performed by professionals in a few minutes or hours. They are useful in decision-making situations where expertise is expensive or in short supply.

What is a neural network? How does it work? How can neural networks benefit business?

Neural networks are used for solving complex, poorly understood problems for which large amounts of data have been collected.

Neural networks have a large number of sensing and processing nodes that continuously interact with each other. Humans feed the network a set of training data, as it feed more data, each case is compared with the known outcome. If it differs, a correction is calculated applied to the nodes in the hidden processing layer. These steps are repeated until a condition, such as corrections being less than a certain amount, is reached.

Neural network applications in medicine, science, and business address problems in pattern classification, prediction, financial analysis, and control and optimism .For example, in medicine, neural network applications are used for screening patients for coronary artery disease, for diagnosing patients with epilepsy and Alzheimer's disease, and for performing pattern recognition.

What is knowledge management? How does it promote organizational learning? Why is it of great interest to business? What are types of knowledge management system?

Knowledge management refers to the set of business processes developed in an organization to create, store, transfer, and apply knowledge.

Knowledge management increases the ability of the organization to learn from its environment and to incorporate knowledge into its business processes and decision making.

Knowing how to do things efficiently and effectively in ways that other organizations cannot duplicate is a major source of profit and competitive advantages. Self-generated business knowledge is strategic resource and can provide strategic advantage. Business will operate less efficiently and effectively if the unique knowledge is not available for decision making and ongoing operations.

There are two major types of knowledge management: enterprise-wide knowledge management system and knowledge work system.

Enterprise-wide knowledge management systems deal with all three types of knowledge——structured knowledge，semistructured knowledge and tacit knowledge（隐性知识）.Knowledge management systems are general-purpose, firmwide systems that collect, store, distribute, and apply digital content and knowledge.

Knowledge work systems are specialized systems for engineers, scientists, and other knowledge workers that are designed to promote the creation of knowledge and to ensure that new knowledge and technical expertise are properly integrated into the business.