1、信息系统： - 设置相互关联的组成部分 - 收集，处理，存储和分发信息 - 支持决策，协调和控制 信息与数据 - 数据是原始事实流 - 信息是数据的形成有意义的形式 Three activities of information systems produce information organizations need1. Input: Captures raw data from organization or external environment2. Processing: Converts raw data into meaningful form3. Output: Transf
2、ers processed information to people or activities that use it信息系统的三项活动产生的信息组织需要 输入：从捕获的组织或外部环境的原始数据 处理：原始数据转换成有意义的形式 输出：传输处理的信息来使用它的人或活动Information Systems Are More Than ComputersUsing information systems effectively requires an understanding of the organization, management, and information technolo
3、gy shaping the systems. An information system creates value for the firm as an organizational and management solution to challenges posed by the environment.利用信息系统需要有效的组织，管理和信息技术塑造系统的理解。一个信息系统，为公司作为一个组织和管理解决方案被环境所带来的挑战创造价值。Q: Complementary Assets? In order to obtain meaningful value from information
4、 systems, organizations must support their technology investments with appropriate complementary investments in organizations and management. These complementary assets include new business models and business processes, supportive organizational culture and management behavior, appropriate technolo
5、gy standards, regulations, and laws. New information technology investments are unlikely to produce high returns unless businesses make the appropriate managerial and organizational changes to support the technology.为了从信息系统中获得有意义的价值，企业必须支持他们的技术投资，在组织和管理的适当补充投资。这些互补性资产，包括新的业务模式和业务流程，支持组织文化和管理行为，相应的技术
6、标准，法规和法律。新的信息技术投资，不太可能产生高回报，除非企业做出适当的管理和组织变革，以支持该技术。Using Information Systems to Achieve Competitive Advantage Business value chain model Views firm as series of activities that add value to products or services Highlights activities where competitive strategies can best be applied Primary activitie
7、s vs. support activities At each stage, determine how information systems can improve operational efficiency and improve customer and supplier intimacy Utilize benchmarking, industry best practices企业价值链模型 浏览次数事务所作为一系列的增值产品或服务的活动 那里的竞争策略才能最好地应用亮点活动 主要活动与辅助活动 在每个阶段，确定信息系统如何能够提高运营效率，改善客户与供应商的亲密关系 利用标杆，
8、行业最佳实践Business Processes and Information Systems Business processes: Workflows of material, information, knowledge Sets of activities, steps May be tied to functional area or be cross-functional Businesses: Can be seen as collection of business processes Business processes may be assets or liabiliti
9、es业务流程：的材料，信息，知识工作流程 活动组，步骤 可连接到功能区或跨功能 商家：可以看作是收集业务流程 业务流程可能是资产或负债Chapter2Types of Information Systems Transaction processing systems Perform and record daily routine transactions necessary to conduct business Examples: sales order entry, payroll, shipping Allow managers to monitor status of operat
10、ions and relations with external environment Serve operational levels Serve predefined, structured goals and decision making事务处理系统 执行和记录必要进行业务的日常交易 例如：销售订单录入，工资单，发货 允许管理者监控业务，并与外部环境的关系状态 服务运营水平 预定义的服务，结构化的目标和决策 Management information systems Serve middle management Provide reports on firms current p
11、erformance, based on data from TPS Provide answers to routine questions with predefined procedure for answering them Typically have little analytic capability管理信息系统 担任中层管理人员 提供对公司目前的业绩报告的基础上，从TPS数据 解答常规问题与预定义的程序，他们回答 一般没有什么分析能力 Decision support systems Support non-routine decision making Example: Wh
12、at is impact on production schedule if December sales doubled? Often use external information as well from TPS and MIS Model driven DSS Voyage-estimating systems Data driven DSS Intrawests marketing analysis systems决策支持系统 支持非例行决策 什么是对生产计划的影响，如果月销售额增加了一倍？经常使用外部信息以及从TPS和MIS 模型驱动的决策支持系统 航程估算系统 数据驱动的决策支
13、持系统 Intrawest酒店的市场营销分析系统Chapter3 Business intelligence Class of software applications Analyze current and historical data to find patterns and trends and aid decision-making Used in systems that support middle and senior management Data-driven DSS Executive support systems （ESS）商业智能 软件应用类 分析当前和历史数据来
14、发现规律和趋势，并帮助决策 用于支持中高级管理系统 行政支持系统（ESS）Business Intelligence in the Enterprise Infrastructure for collecting, storing, analyzing data produced by business Databases, data warehouses, data marts Business analytics Tools and techniques for analyzing data OLAP, statistics, models, data mining Business in
15、telligence vendors Create business intelligence and analytics purchased by firms基础设施，用于收集，存储，分析业务产生的数据 数据库，数据仓库，数据集市 业务分析 工具和技术，用于分析数据 OLAP，数据统计，模型，数据挖掘 商务智能厂商 创建商业智能和分析了企业购买Enterprise Application ArchitectureEnterprise applications automate processes that span multiple business functions and organi
16、zational levels and may extend outside the organization.信息系统的类型 企业应用架构 企业应用程序自动跨越多个业务功能和组织水平，并可能延长该组织以外的进程。Management Structure for Information Systems Projects1:_Corporate strategic planning group_.2:_ IS steering committee .3:_ Project Management_ .4:_ Project Team _信息系统项目管理架构 1：_企业战略规划GROUP_。2：_
17、IS指导委员会。3：_项目Management_。4：_项目组_Enterprise Systems Enterprise Systems Also called “enterprise resource planning （ERP） systems” Suite of integrated software modules and a common central database Collects data from many divisions of firm for use in nearly all of firms internal business activities Info
18、rmation entered in one process is immediately available for other processes企业系统 企业系统 - 也被称为“企业资源规划（ERP）系统”- 集成软件模块套件和一个共同的中央数据库 - 从公司的许多部门用于收集在几乎所有的公司的内部业务活动的数据 - 在一个过程中输入的信息，可立即用于其他进程 Supply chain management （SCM） systems Manage firms relationships with suppliers Share information about Orders, pro
19、duction, inventory levels, delivery of products and services Network of organizations and processes for: Procuring raw materials Transforming them into products Distributing the products供应链管理（SCM）系统 - 管理与供应商的公司的关系 - 关于股票信息 订单，生产，库存水平，提供产品和服务 - 网络的组织和流程：采购原材料 转化成产品 配送产品Supply Chain Management Systems
20、 Information and supply chain management Inefficiencies cut into a companys operating costs Can waste up to 25% of operating expenses Just-in-time strategy: Components arrive as they are needed Finished goods shipped after leaving assembly line Safety stock Buffer for lack of flexibility in supply c
21、hain Bullwhip effectInformation about product demand gets distorted as it passes from one entity to next across supply chain供应链管理系统 信息与供应链管理 - 效率低下切成公司的运营成本 会浪费高达营运开支25 - 刚刚在时间策略：在需要时到达的组件 离开装配线后，制成品运 - 安全库存 缓冲区缺乏供应链的灵活性 - 牛鞭效应 有关产品需求信息被扭曲，因为它传递从一个实体到下一个跨越供应链 Customer relationship management systems
22、: Provide information to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention Integrate firms customer-related processes and consolidate customer information from multiple communication c
23、hannels客户关系管理系统： - 提供信息，以协调所有与客户打交道的销售，营销和服务的业务流程，优化收入，客户满意度和客户保留 - 整合企业的客户相关的流程，并从多个沟通渠道整合客户信息Customer Relationship Management Systems Knowing the customer In large businesses, too many customers and too many ways customers interact with firm Customer relationship management （CRM） systems Capture a
24、nd integrate customer data from all over the organization Consolidate and analyze customer data Distribute customer information to various systems and customer touch points across enterprise Provide single enterprise view of customers客户关系管理系统 了解客户 - 在大型企业，客户太多，太多的方式与客户互动公司 客户关系管理（CRM）系统 - 捕获和来自全国各地的
25、企业整合客户数据 - 巩固和分析客户数据 - 分发客户信息的各种系统和客户接触点的跨企业 - 为客户提供单一企业视图 Knowledge management systems （KMS） Support processes for acquiring, creating, storing, distributing, applying, integrating knowledge How to create, produce, distribute products and services Collect internal knowledge and experience within fi
26、rm and make it available to employees Link to external sources of knowledge知识管理系统（KMS） - 获取，创建，存储，分发，应用，整合知识支持流程 如何创建，生产，销售的产品和服务 - 收集内部知识和经验，在公司，并使其员工使用 - 链接到知识的外部来源Chapter9也被称为“企业资源规划（ERP）系统”集成的软件模块套件和一个共同的中央数据库 从公司的许多部门用在几乎所有的公司的内部业务活动中收集数据 在一个过程中输入的信息，立即可用于其他进程: How do customer relationship management systems help firms achieve customer
