1 Intro to Info Tech Enterprise Computing Copyright 2003 by Janson Industries This presentation can be viewed on line at:

1

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


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


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.


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


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


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


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


Mgt Responsibilities

Planning

Organizing

Leading

Controlling


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


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


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


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


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.


Organizing Assign specific resources to

the plan

Create the culture Values Environment

Again, very different for different managers


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


Organizing

Culture:

Will accept part timers

Will provide day care services for employees

Monthly sales contest for counter employees


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


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


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


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


Controlling Evaluating performance

Gather performance info Compare info to

Similar orgs Competitors

Benchmarking: Find successful operators Determine their advantages Practice "me too"


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


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


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


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


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


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


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


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


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


Specialized Engineering systems

CAD: computer aided design

CAE: computer aided engineering

Manufacturing systems

CAM: computer aided manufacturing

MRP: materials requirements planning


Specialized

SFA: sales force automation

Access/update customer info

Interaction log

Prompt for actions: Make sales call Place an order Schedule a meeting


General Systems Five major systems

Transaction Processing System (TPS)

Management Information System (MIS)

Expert Systems

Decision Support System (DSS)

Office Information System (OIS)


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


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


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


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?


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


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


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?


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.)


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


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


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?


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


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


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


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


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


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


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)


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


E- Commerce Example

efollet

Even qty by loc


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


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


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

Documents

1 Intro to Info Tech Enterprise Computing Copyright 2003 by Janson Industries This presentation can be viewed on line at: