Rakesh

By Rakesh S 1
Syllabus Outline
Module 1 MIS concept in an organization , IT as an enablers to

MIS & Enterprise concepts . 3 D View of MIS in an
organization. MIS function hierarchy in an organization .
Module -II Emerging IT trends & Strategic Use of IT in an

organization for delivering MIS . MIS & Value
chain integration .
Module IIIMIS & IT services & products for effective business .

Storage management, CAD/CAM, BPR ,
ERP, SCM, CRM,
Data Center Management
Module IV MIS Infrastructure : H/W, S/W N/W Peripheral, Storage.
Module V Database Management , TCO
Module VI ERP implementation process , D-W & DM, DSS & EIS in
an organization.
Module VII Knowledge Management Overview , Concept of learning
organization .& organizational learning Infrastructure support to
build knowledge organization. Cultural
By Rakesh S barriers to managed 2
Core text books :
4.MIS by Roboert Schultheis &

Marry Sumnen
2. MIS by Jawadekar
Additional Reading
• ERP demystified - Leon
• DATA QUEST Magazine
• PC World. Magazine
By Rakesh S 3
Ground Rules.
4. Be in the class before the session begins.
6. Do not eat any gums while the session is on.
8. Do not read news paper or engage yourself in

any other reading or writing unless
instructed .
9. Follow classroom etiquettes & manners .
11. Keep the mobile in off mode .
13.Internal assessments will be held through

quiz, presentation & written assessment as per
the schedule given. Re test will not be
conducted for any or Byall the assessments if you
Rakesh S 4
Internal assessment dates :
Activity Date /period

Marks
Presentation last Week

10 Mks
Or case study Feb
discussion
MIS Quiz ( Objective ) Last week 10 Mks

test JAN
Mid Term Mid

20 Mks
Assessment March
( written)
[ MIS quiz will be conducted from the topics covered

in the class along with external suggested reading
from data quest, news paper
By Rakesh S
etc on current topic 5
Examples of topic for presentation.
• Data Center Management
• Storage networks & Management services.
• Network Operating center & services
• E -Procurement services
• Managed IT services
• Facility management services
• KPO
By Rakesh S 6
WI-FI Technology & Products
Embedded System& Robotics
Bio-Metric technology products & Services
Smart Card technology
Global positioning Systems & tracking
By Rakesh S 7
Presentation Guide lines:
• Scope of the chosen technology product/

services in business to build competitive edge .
• Required Infrastructure & Management

support to implement the technology product
/service.
• Key benefits , Challenge , & cost involved

.
By Rakesh S 8
Role of MIS in an organization
Managerial performance in an organization is the ability

to distinguish between efficiency & effectiveness.
Efficiency is doing things right whereas effectiveness is

doing the right things right.
Availability of right information with right person at the
right time helps the individual & the organization as a
whole to make effective decision in line with the
organization goal & objective.
Eg: Declining customer satisfaction

Evolution of Management Information System.
By Rakesh S 9
MIS is said to be a fabric woven
in to the organization system
supporting each function to make
right decision right time by the
right people.
Like the nerve system in the

human being helping to take the
decision by right parts/functions
of the body at the right time, MIS
performs the same role in the
organization system.
By Rakesh S 10
Why MIS ?
Organizations have grown in complexity to

levels which are unprecedented &
information plays a vital role in holding
together & coordinating the organizations .
Multi location , multi support, multi function
enterprise structure of an organization
needs information as a mortar which holds
the edifice of the complex system.
By Rakesh S 11
Business Enterprise concept
Business Enterprise is a tightly integrated

organizational system with its suppliers &
customers for effective & efficient decision
making processes across all levels.
Information system helps to integrate these sub
systems . Technology enablers forms the crucial
integrators & connectors for seamless , smooth
information flow across the enterprise.
By Rakesh S 12
Changing phases of an Organization.
Vendors
Customers
Organization
Business Enterprise.
Suppliers
as Customers
Organization
Partners
By Rakesh S 13
ENTERPRISE APPLICATIONS
By Rakesh S 14
Integrating Business Enterprise.
WEB
Mail Internet Based
& messaging promotion
Collaborative
Engg
ERP
Supplier SCM Organization CRM Customer
Intranet Business DRP

Intelligence Work Flow
tool system
By Rakesh S 15
MIS Process in an organization.
Managing
& Planning
Control
MIS
Development
& implementation
By Rakesh S 16
•Planning of MIS : Evaluate the business
challenges & decide on the scope of information
process for process reengineering.
•Identify the technology enablers.
•Budget the investment.
•Define measurement metrics to evaluate the

benefits of MIS .
Development & implementation of MIS.
•Create MIS team/ function .
•Build in-house or deploy standard software &

hardware tools to meet the business requirement.
By Rakesh S 17
Managing & Control of MIS :
1. Support other business function in effective

usage of information system. Viz Database
management Network Management , storage
management , Application management , Data
Security protection management .
2. Upgrade & update the technology support for high

productivity
3. Maintenance & support of infrastructure to

minimize Technology obsolesce.
By Rakesh S 18
MIS structure in an Organization
CTO/CIO/CKO
Chief Information
Officer
Hardware & Application Network Software Global Support

Peripheral Support Support Development &
support & maintenance & Services & customization services
By Rakesh S 19
MIS as an integrated system : 5 Ms Men, Money,
Machine , Material & Method
Tactical ( Middle
Decision management)
Supplier customer
Sales Mat Mfg Fin HR Operational

decision
Money/ Material M/c Man / People Process

capital Resource Infrastructure
Resources for managing the business
By Rakesh S 20
By Rakesh S 21
By Rakesh S 22
Building & maintaining Enterprise system .
Challenges to MIS are :
1 System to keep pace with technology change resulting in high rate

of technology obsolescence.
2 Resistance in people to change with the new system, process &

technology resulting in lack of feedback & control.
3 Process not scaled up /tunes to the need of the organization
4 Integration of system & subsystem for effective MIS
By Rakesh S 23
Discussion Questions:
What are the benefits and challenges of using

enterprise systems?
What are the benefits of using systems to

support supply chain management and
collaborative commerce?
What are the benefits of using information

systems for customer relationship
management and knowledge management?
By Rakesh S 24
MIS defined : A system for transforming data in to information &
knowledge needed to support managerial decision based on
predictable patterns of activities. It must provide vertical level of
integration & feedback & control.
Evolution MIS
Organizational wisdom
KBS
DSS/ ESS Analytic , integrated & contextual,
experienced based
MIS Analytic & integrated
IS Analytic
EDP Repetitive
By Rakesh S 25
Executive Support Systems (ESS)
Decision Support Systems (DSS)
Management Information Systems (MIS)
Knowledge Work Systems (KWS)

Office Systems
Transaction Processing Systems (TPS)
By Rakesh S 26
INTERRELATIONSHIPS AMONG SYSTEMS
By Rakesh S 27
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MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS
Transaction Processing Systems (TPS):
• Basic business systems that serve the

operational level
• A computerized system that performs and

records the daily routine transactions
necessary to the conduct of the business
By Rakesh S 29
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Knowledge Work Systems (KWS):
Knowledge level
 Inputs: Design specs
 Processing: Modeling
 Outputs: Designs, graphics
 Users: Technical staff and professionals
Example: Engineering work station
By Rakesh S 32
MIS from
TPS
By Rakesh S 33
Management Information System (MIS
Management level
 Inputs: High-volume data
 Processing: Simple models
 Outputs: Summary reports
 Users: Middle managers
Example: Annual budgeting
By Rakesh S 34
Management Information System (MIS)
 Structured and semi-structured

decisions
 Report control oriented
 Past and present data
 Internal orientation
 Lengthy design process
By Rakesh S 35
Decision Support System (DSS):
Management level
 Inputs: Low-volume data : selected data for specific
purpose
 Processing: Interactive & dependent on multiple
variable
 Outputs : Decision analysis using advance software
tools.
 End Users : Middle Mangers ,Professionals, Support
staff
Example: Product Contract cost analysis

Activity based costingBy(Rakesh
ABC S
Costing ), Voyage36
By Rakesh S 37
Executive Support System (ESS):
Strategic level
 Inputs: Aggregate data
 Processing: Interactive
 Outputs: Projections
 Users: Senior managers
Example: Business plan >36 months
By Rakesh S 38
Executive support system (ESS)
 Top level management
 Designed to the individual
 Links CEO, CFO, CMO, CIO ,COO at all

levels
 Very expensive to keep up
 Extensive support staff
By Rakesh S 39
By Rakesh S 40
MIS & Information Technology
By Rakesh S 41
MIS & IT evolution
Virtual MIS
Mobile Computing
Desktop computing
Decentralized
Client Server Computing network
Local computing
MIS
Mini computers Centralized computing
Mainframe computing
By Rakesh S 42
3 Dimensional view of MIS in an organization
HOW MIS is developed & implemented in an organization
Computer aided system engineering tools

System development life cycle
Feedback & control system
Support for strategic

Hardware
planing
Software program
Support for Management
Input data
control
Procedures
IS
Support for operational
fM
people
so
control
ise
Improving marketing mix
pr
m
co
AT
H
By Rakesh S 43
WHY MIS in an organization
W
Value Chain
By Rakesh S 44
(Value Web)
Value creation through MIS
Inter Enterprise system
Supplier Organization’s Channel Buyer’s

VC VC VC VC
P&G Retail mart Channel Buyer’s behavior

effectiveness preference &
& profitability consumption
e- procurement
3PL model
By Rakesh S 45
Value creation through MIS ;
Inbound Operation Outbound Mktg Services

Logistic Logistic & Sales
Process Online
JIT & SCI control Online Link Sales support
ZD, Accuracy Order-delivery data call
& precision Collection analysis center
product mix e -
decision procure-
ment
Infrastructure : OA ,Video conferencing, internet ERP, DRP SCM .
HR : Online access of people productivity , skill based job allocation
Technology : Product Design , Cost effectiveness, on line supply
Procurement : e - soircing , e-logistics. Transport mix analysis &
vehicle tracking
By Rakesh S 46
Information Technology
Infrastructure
 Computing Hardware
 Software
 Network
 Storage
 Peripheral devices
By Rakesh S 47
Int /Ext disk
FDD/CDR/DAT
ALU Peripheral O
I controller U
N CPU T
P Keyboard
P Mouse
U Storage
RAM U Monitor
T
T NIC
Modem
Hardware Types : Multimedia
Server : Uni processor / Multi processor Printer/scanner
Digital camera
1. Work group server ( File & application low end

application)
2. Enterprise server ( Compute intensive High end
application )
By Rakesh S 48
Management Decision Criteria :
1 Scalability : Increase the power of the system within the
box.( Disk, memory , CPU , Controller support )
2 Upgradeability : Moving to next level of technology

product .
3 Serviceability : Cost & ease of maintaining the

hardware . User friendliness, Post sale service cost (
AMC)
4 Manageability : Ease of managing Operating system ,

application software , peripheral controller by the end
user .
5 Reliability : Data safety, security & high uptime
6 Performance : Cumulative performance of Hardware,

controller operating system , application software .( Net
bench, Web bench test )
7 Total Cost of Ownership analysis.

By Rakesh S
( TCO) Total investment
49
in owning the hardware over a period of time =( One time
Software
Application S/W
System S/W
System System System General Application

Management Support Development Purpose Specific
Program program Program
Prog language OA . ERP
O.S Unix & S/w SCM
System Translator
Windows, NT, Anti virus CRM
utilities Debugger
XP, RDBMS Multimedia Tally
System Generator
DBMS software CBT
performance CASE Tools
NMS
tuning
Security
Monitor
By Rakesh S 50
Program language
Low level High Level 4- GL

M/C independent
Assembly & M/C Highly optimized , cost
problem oriented
language effective tools for
language ( POL )
M/C dependent development . It can
Easy to maintain
language, Complex modify& translate handle validation checks
to understand standard queries etc easily.
Could be run on all
compatible H/w
System C, C++
Fortran Mat LAB
Commercial Scientific Special purpose
language language language Simulation language AI ,
RT, Command language, Multi
By Rakesh S
purpose Modula , matha matica 51
Storage system
Natural disaster has thrown open an vast
opportunity for storage system as a center of
attraction for managing MIS
Eg 9/11 tragedy , Katrina , Flood , Quake caused
huge loses to business .
An offsite back up solution (remote Disaster
Recovery site ) is the need of the hour for many
organization for business continuity plan.
Need of Storage system :
1.Building Data Center .

2.E –mail archiving being used as a legal evidence
3.Remote DR sites
4.Portability
By Rakesh S 52
Storage Media Type : Magnetic , Digital , Optical
(Hard disk , Floppy disk, Optical Disk,
Features : Redundancy , Speed, data availability &

Reliability
Data protection through Redundant Array of
Inexpensive Disk (RAID) implementation process .
RAID level-3 & 5
Prerequisite RAID controllers & software
Disk ( Hot plug
Storage technology
1 Storage Area Network ( SAN)
2 Network Attached Storage ( NAS)
By Rakesh S 53
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Networking Working System.
LAN, WAN, VPN
WAN can be Closed user group or open network Eg Internet
LAN topologies: LAN topologies exist in BUS , Ring ,

Star . ( Logical architecture)
The mostly implemented LAN architecture , IEEE 802.2

network is BUS architecture .
Commonly used LAN devices are :
Repeaters , HUBS , Extenders Bridges Switches , NIC
By Rakesh S 56
COMPONENTS AND FUNCTIONS OF A TELECOMMUNICATIONS SYSTEM
By Rakesh S 57
COMMUNICATIONS NETWORKS
Network Topologies
 Star Network: All computers and other

devices are connected to a central host
computer
 Bus Network: Links a number of

computers by a single circuit
 Ring Network: All computers are linked

by a closed loop
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LAN switches provide high port density compared to bridges
accommodating n/w designs having less number of users per
segment.( micro segmentation )
Benefits:
Avoid collision which is a common phenomenon
in a shared medium network employing hubs.
2. Instant access to the full band width.
Forwards frames based on their address .
Dedicated collision free communication between network devices

increase the file transfer throughput.
Multiple simultaneous conversation is achieved by forwarding
multiple data packets at the same time thereby increasing the n/w
capacity.
By Rakesh S 62
Communications Channels
 Twisted wire: Telephone systems
 Coaxial cable: Cable television
 Fiber optics and optical networks:

Dense wave division multiplexing
(DWDM)
By Rakesh S 63
Bridging devices connect & enable data packet forwarding
between two homogeneous networks .
Switching devices enable multiple LAN segments to be

interconnected in to a single large network.
Bridging device
Switching Device
By Rakesh S 64
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Private Branch Exchanges, Local Area Networks (LANs),

and Wide Area Networks (WANs)
Local Area Networks

 Require their own dedicated channels
 Encompass a limited distance
 Gateway, router, Network Operating
System (NOS), peer-to-peer
By Rakesh S 66
Communications Channels
 Wireless transmission: Microwave,

Satellites, Paging systems, Cellular
telephones, Personal communication
Services, Personal digital assistants,
Mobile data networks
 Transmission speed: Baud,

bandwidth
By Rakesh S 67
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WAN & WAN technologies.
Routers. Multiplexer WAN protocols, NOS
WAN can be classified as Leased line network , VSAT
network , or Internet based WAN , Remote area network
By Rakesh S 69
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OBJECTIVES
 What technologies are used in

telecommunications systems?
 What telecommunications transmission

media should our organization use?
 How should our organization design its

networks?
By Rakesh S 71
OBJECTIVES
 What alternative network services are

available to our organization?
 What telecommunications applications

can be used for electronic commerce
and electronic business?
By Rakesh S 72
Telecommunications:
 Communication of information by
electronic means
 Includes digital data transmission

as well as voice transmission
By Rakesh S 73
Telecommunications System Components
 Computers to process information
 Terminals or any input/output devices

that send or receive data
 Communications processors
 Communications software
By Rakesh S 74
Functions of Telecommunications Systems
 Transmit information
 Establish interface between sender

and the receiver
 Route messages along most efficient

paths
By Rakesh S 75
Functions of Telecommunications Systems
 Perform elementary processing of

information
 Perform editorial tasks on data
 Convert message speed or format
 Control flow of information
By Rakesh S 76
Communications Processors and Software
 Front-end processor: Manages

communications for the host computer
 Concentrator: Collects and
temporarily stores messages
 Controller: Supervises
communication traffic
 Multiplexer: Enables single
communication channel to carry data
transmissions
By Rakesh S 77
Private Branch Exchanges

 Central switching system
 Handle firm’s voice and digital
communications
By Rakesh S 78
Wireless LANs
 Wi-Fi (802.11b) standard: Up to 11

Mbps, low cost, high-speed mobile
Internet access, links work groups
 Bluetooth standard: Up to 720 Kbps,

small personal area networks
By Rakesh S 79
Wide Area Networks (WANs)
 Span large geographical distance
 Consist of variety of cable, satellite,

and microwave technologies
 Switched lines, dedicated lines
By Rakesh S 80
Value-Added Networks (VANs)
 Private, multipath, data-only, third-party-managed

network
Other Network Services

 Packet switching, Frame Relay, Asynchronous
transfer mode (ATM)
 Integrated Services Digital Network (ISDN), Digital
subscriber line (DSL), Cable modems, T1 line -
Broadband
By Rakesh S 81
Network Convergence
Converged network
 Enables voice, video and data to run
over a single network
Unified messaging
 System combining voice messages,
e-mail, and fax
By Rakesh S 82
ELECTRONIC COMMERCE AND ELECTRONIC BUSINESS TECHNOLOGIES
Electronic Commerce and Electronic Business Technologies
Electronic Mail and Groupware
 E-mail: Eliminates telephone tag and

costly long-distance telephone
charges
 Groupware: Enables work groups at

different locations to participate in
discussion forums and work on shared
documents and projects
By Rakesh S
By Rakesh S 83
Voice Mail and Fax
 Voice mail: Digitizes spoken message

and transmits it over a network
 Fax: Digitizes and transmits

documents over telephone lines
By Rakesh S 84
Teleconferencing, data
conferencing,
and videoconferencing
 Teleconferencing: Ability to confer
with a group of people simultaneously
 Data conferencing: Two or more

users can edit and modify data files
simultaneously
 Videoconferencing: Participants are

able to see each other over video
By Rakesh S 85
Digital information services, distance

learning and E-Learning
 Distance learning: Education or

training delivered over a distance to
individuals in one or more locations
 E-learning: Instruction delivered online

using the Internet or private networks
By Rakesh S 86
Electronic Data Interchange (EDI)
 Direct computer-to-computer
exchange between two organizations
of standard business transaction
documents
By Rakesh S 87
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Peripheral system
MODEM ,
Printer Thermal printer , Dot matrix , ink Jet , laser jet ,
Scanner
plotter
Digitizer
Bar code reader
External back up devices
External Storage devices.
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MIS & Learning organization :
learning organizations are the one where people continually
expand their capacity to create the results by nurturing the
thinking ability of the people & constantly move up in the
learning process. They learn from past mistakes, , by sharing of
knowledge, taking feedback & exercising control.
MIS aims to build a learning organization .

The disciplines of learning organization are :
Personal mastery
Mutual trusts & mental models
Building shared vision
System thinking
Team learning
Today’s solution Tomorrow’s problem
In system approach stop blaming the external environment , every
one is to blame & no one is to blame.
By Rakesh S 98
By Rakesh S 99
Management Information Systems 8/e
Chapter 2 Information Systems in the Enterprise
SYSTEMS FROM A FUNCTIONAL PERSPECTIVE
Sales and Marketing Systems
Major functions of systems:

 Sales management, market research,
promotion, pricing, new products
Major application systems:

 Sales order info system, market
research system, pricing system
By Rakesh S 100
Sales and Marketing Systems
By Rakesh S 101
Manufacturing and Production Systems

 Scheduling, purchasing, shipping,
receiving, engineering, operations

 Materials resource planning systems,
purchase order control systems,
engineering systems, quality control
systems
By Rakesh S 102
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By Rakesh S 104
Financing and Accounting Systems

 Budgeting, general ledger, billing, cost
accounting

 General ledger, accounts receivable,
accounts payable, budgeting, funds
management systems
By Rakesh S 105
By Rakesh S 106
Human Resource Systems

 Personnel records, benefits,
compensation, labor relations, training

 Payroll, employee records, benefit
systems, career path systems,
personnel training systems
By Rakesh S 107
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Business Processes and Information Systems
Business processes
 Manner in which work is organized,

coordinated, and focused to produce a
valuable product or service
 Concrete work flows of material,

information, and knowledge—sets of
activities
By Rakesh S 110
 Unique ways to coordinate work,

information, and knowledge
 Ways in which management chooses

to coordinate work
By Rakesh S 111
Information systems help

organizations
 Achieve great efficiencies by automating

parts of processes
 Rethink and streamline processes
By Rakesh S 112
Examples of Business Processes
 Manufacturing and production:

Assembling product, checking quality,
producing bills of materials
 Sales and marketing: Identifying

customers, creating customer
awareness, selling
By Rakesh S 113
Examples of Business Processes
 Finance and accounting: Paying

creditors, creating financial statements,
managing cash accounts
 Human Resources: Hiring employees,

evaluating performance, enrolling
employees in benefits plans
By Rakesh S 114
Cross-Functional Business Processes

 Transcend boundary between sales,
marketing, manufacturing, and research
and development
 Group employees from different

functional specialties to a complete
piece of work
Example: Order ByFulfillment

Rakesh S
Process 115
By Rakesh S 116
Enterprise Applications
 Enterprise systems
 Supply chain management systems
 Customer relationship management
systems
 Knowledge management systems
By Rakesh S 117
Traditional View of the Systems
 Within the business: There are

functions, each having its uses of
information systems
 Outside the organization’s

boundaries: There are customers and
vendors
Functions tend to work in isolation

By Rakesh S 118
Figure 2-13
By Rakesh S 119
Benefits of Enterprise Systems
 Firm structure and organization:

One organization
 Management: Firm-wide knowledge-

based management processes
 Technology: Unified platform
 Business: More efficient operations

and customer-driven business
processes
By Rakesh S 120
Challenges of Enterprise Systems
 Difficult to build: Require

fundamental changes in the way the
business operates
 Technology: Require complex pieces

of software and large investments of
time, money, and expertise
 Centralized organizational
coordination and decision making:
Not the best wayByfor the firms to
Rakesh S 121
Management’s Challenges
Integration: Different systems serve variety of

functions, connecting organizational levels
difficult, costly
Enlarging scope of management thinking:

Huge system investments, long development
time must be guided by common objectives
By Rakesh S 122
High degree of
Too Little MIS flexibility in Low
decision making effectiveness
Focussed Effective
Management management
Implementation
Control decision
Extensive
leverage on MIS Too much
for decision standardization
& process driven
By Rakesh S 123
System & enterprise concepts
System : An integrated set of components that interact with
each other to achieve the goal of the enterprise ie gathering
analyzing & dissemination of management information
across the business enterprise.
A system must essentially have :
•Defined boundaries.
•Input & output
•Conversion process of input & output
•System interface & drivers
•Legacy data conversion
•System formats
•System languages
•People
System Entropy : Disorder & chaos .w.r.t MIS in an organization. It
results in loosing competitive advantage in Business .
By Rakesh S 124
Supply Chain Management (SCM)

 Close linkage and coordination of
activities involved in buying, making,
and moving a product
 Integrates supplier, manufacturer,

distributor, and customer logistics time
 Reduces time, redundant effort, and

inventory costs
By Rakesh S 125
Supply Chain
 Network of organizations and business

processes
 Helps in procurement of materials,

transformation of raw materials into
intermediate and finished products
By Rakesh S 126
Limitations:
 Inefficiencies can waste as much as

25% of company’s operating costs
 Bullwhip Effect: Information about the

demand for the product gets distorted
as it passes from one entity to next
By Rakesh S 127
By Rakesh S 128
 Helps in distribution of the finished

products to customers
 Includes reverse logistics - returned

items flow in the reverse direction from
the buyer back to the seller
By Rakesh S 129
How Information Systems Facilitate Supply Chain Management
 Decide when, what to produce, store, move

 Rapidly communicate orders
 Communicate orders, track order status
 Check inventory availability, monitor levels
 Track shipments
 Plan production based on actual demand
 Rapidly communicate product design change
 Provide product specifications
 Share information about defect rates, returns
By Rakesh S 130
 Supply chain planning system:

Enables firm to generate forecasts for a
product and to develop sourcing and a
manufacturing plan for the product
 Supply chain execution system:

Manages flow of products through
distribution centers and warehouses
By Rakesh S 131
Collaborative Commerce
 Uses digital technologies to enable

multiple organizations to collaboratively
design, develop, build, move, and
manage products
 Increases efficiencies in reducing

product design life cycles, minimizing
excess inventory, forecasting demand,
and keeping partners and customers
informed
By Rakesh S 132
Industrial Networks
Private Industrial Networks
 Web-enabled networks
 Link systems of multiple firms in an

industry
 Coordinate transorganizational business

processes
By Rakesh S 133
Customer Relationship Management (CRM)
Customer Relationship Management

(CRM)
 Manages all ways used by firms to deal with

existing and potential new customers
 Business and Technology discipline
 Uses information system to coordinate entire

business processes of a firm
By Rakesh S 134
Customer Relationship Management (CRM)
 Provides end-to-end customer care
 Provides a unified view of customer

across the company
 Consolidates customer data from

multiple sources and provides analytical
tools for answering questions
By Rakesh S 135
By Rakesh S 136
Knowledge Management Systems

 Creating knowledge
 Discovering and codifying knowledge
 Sharing knowledge
 Distributing knowledge
By Rakesh S 137
Chapter 2
INFORMATION
SYSTEMS IN THE
ENTERPRISE
By Rakesh S 138

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By Rakesh S 1

Module 1 MIS concept in an organization , IT as an enablers to

Module -II Emerging IT trends & Strategic Use of IT in an

Module IIIMIS & IT services & products for effective business .

Module IV MIS Infrastructure : H/W, S/W N/W Peripheral, Storage.

Module V Database Management , TCO

4.MIS by Roboert Schultheis &

4. Be in the class before the session begins.

6. Do not eat any gums while the session is on.

8. Do not read news paper or engage yourself in

11. Keep the mobile in off mode .

13.Internal assessments will be held through

Activity Date /period

Presentation last Week

MIS Quiz ( Objective ) Last week 10 Mks

Mid Term Mid

[ MIS quiz will be conducted from the topics covered

• Data Center Management

• Storage networks & Management services.

• Network Operating center & services

• Facility management services

Embedded System& Robotics

Bio-Metric technology products & Services

Smart Card technology

Global positioning Systems & tracking

• Scope of the chosen technology product/

• Required Infrastructure & Management

• Key benefits , Challenge , & cost involved

Managerial performance in an organization is the ability

Efficiency is doing things right whereas effectiveness is

Eg: Declining customer satisfaction

Like the nerve system in the

Organizations have grown in complexity to

Business Enterprise is a tightly integrated

Intranet Business DRP

•Identify the technology enablers.

•Budget the investment.

•Define measurement metrics to evaluate the

•Build in-house or deploy standard software &

1. Support other business function in effective

2. Upgrade & update the technology support for high

3. Maintenance & support of infrastructure to

Hardware & Application Network Software Global Support

Sales Mat Mfg Fin HR Operational

Money/ Material M/c Man / People Process

1 System to keep pace with technology change resulting in high rate

2 Resistance in people to change with the new system, process &

3 Process not scaled up /tunes to the need of the organization

4 Integration of system & subsystem for effective MIS

What are the benefits and challenges of using

What are the benefits of using systems to

What are the benefits of using information

Decision Support Systems (DSS)

Management Information Systems (MIS)

Knowledge Work Systems (KWS)

Transaction Processing Systems (TPS)

Transaction Processing Systems (TPS):

• Basic business systems that serve the

• A computerized system that performs and

Knowledge Work Systems (KWS):

Example: Engineering work station

Example: Annual budgeting

 Structured and semi-structured

 Report control oriented