上海海事大学MIS复习资料

Management information systems (MIS) –the business function and academic discipline covering the application of people, technologies, and procedures to solve business problemsData - raw facts that describe the characteristic of an eventInformation - data converted into a meaningful and useful contextEfficiency IT metric–measures the performance of the IT system itself including throughput, speed, and availabilityEfficiency IT metrics focus on technology and include: Throughput、Transaction speed、System availability、Information accuracy、Web traffic、Response timeEffectiveness IT metric–measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, and sell-through increasesEffectiveness IT metrics focus on an organization’s goals, strategies, and objectives and include: Usability、Customer satisfaction、Conversion rates、FinancialBuyer power–high when buyers have many choices of whom to buy from and low when their choices are few（One way to reduce buyer power is through loyalty programsLoyalty program –rewards customers based on the amount of business they do with a particular organization）Supplier power–high when one supplier has a concentrated power over an industry. Buyers have few choices of whom to buy from and low when their choices are manyThreat of substitute products or services：high when there are many alternatives to a product or service ，low when there are few alternativesThreat of new entrants：high when it is easy for new competitors to enter a market and low when there are significant entry barriersRivalry among existing competitors：high when competition is fierce in a market and low when competition is more complacentTransaction processing system (TPS) –encompass all the basic day-to-day information of a business. They serve the business at an operational level and are used by analysts.Decision support system (DSS) –models information to support managers and business professionals during the decision-making process. This information is based on day-to-day information. Analysts supply the information to managers.Executive information system (EIS)–a specialized DSS that supports senior level executives within the organization. An EIS typically contains information from both internal and external sources. Managers supply information to executive.Business process–a standardized set of activities that accomplish a specific task, such as processing a customer’s order. Business process transform a set of input into a set of outputs(goods or service) for another person or process by using people and tools. Without process organizations would not be able to complete activities.Business process improvement –attempts to understand and measure the current process and make performance improvements accordinglyBusiness process re-engineering (BPR) -analysis and redesign of workflow within and between enterprisesBusiness process modeling (or mapping) - the activity of creating a detailed flow chart or process map of a work process showing its inputs, tasks, and activities, in a structured sequence. Business process model - a graphic description of a process, showing the sequence of process tasks, which is developed for a specific purpose and from a selected viewpoint.Operations management (OM) - the management of systems or processes that convert or transform resources into goods and services(The scope of OM ranges across the organization. It includes many interrelated activities, such as Forecasting、Capacity planning、Scheduling、Managing inventory、Assuring quality、Motivating and training employees、Locating facilities)Supply Chain Management(SCM) –involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability (SCM SUCCESS FACTORS: Making the sale to suppliers、Weaning employees off traditional business practices、Ensuring the SCM system supports the organizational goals、Deploying in incremental phases and measuring and communicating success、Being future oriented）Customer relationship management (CRM)–involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization's profitabilityCRM is not just technology, but a strategy, process, and business goal that an organization must embrace on an enterprise-wide level.(If an organization does not embrace CRM on an enterprise-wide level, they will have a difficult time gaining a complete view of its customers.) CRM can enable an organization to: Identify types of customers、Design individual customer marketing campaigns 、Treat each customer as an individual、Understand customer buying behaviorsCRM benefits include: Proving better customer service、Improved call centre efficiency、Cross-selling more effectively、Closing deals/sales faster、Simplifying processes、Discovering new customers、Increasing customer revenuesERP – integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprise-wide decisions by viewing enterprise-wide information on all business operations（ERPS provide organizations with consistency. An ERP system provide a method for effective planning and controlling of all the resources required to take, make, ship, and account for customer orders in a manufacturing, distribution, or service organization. The key word in enterprise resource planning is enterprise.）Three most common core ERP components: Accounting and finance（manages accounting data and financial processes within the enterprise with functions such as general ledger, accountspayable, accounts receivable, budgeting, and asset management）、Production and materials management（handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control）、Human resources （tracks employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities）SCM, CRM, and ERP are the backbone of e-businessMany companies purchase modules from an ERP vendor, a SCM vendor, and a CRM vendor and must integrate the different modules together. Integrations are achieved through: Middleware、Enterprise application integration (EAI) middleware1、How would operations management be a critical component to a company like Dell?2、How would Dell use each of the three OM planning strategies to improve its operations?3、How might Dell use each of the five competitive priorities to increase value to its goods and services?。