Ch 8: Processes, Organizations, and Information Systems Flashcards
what is a business process
a network of activities that generate value by transforming inputs into outputs
what are the activities from business process
subparts of processess that receive inputs and produce outputs and can only be performed by humans, humans augmented by comp systems, and computer systems only
basic types of processess
structured /dynamic
characteristic of structured process
-supports operational and structured managerial decisons and activities
-standardized
-formally defined and documented
-exceptions rare
-ex: order entry, customer returns
characteristic of dynamic process
-supports strategic and less structed managerial deciosn and activities
-less specifc
-usually informal
-expections frequent
ex: social netowrking, collaboration
common workgroup processes
-sales and marketing (brand management)
-operations (order management)
-manufacturing ( inventory)
-customer service (customer support)
-human resources ( recruiting)
-accounting ( budgeting)
common workgroup processess are also sometimes called
functional info systems
characteristics of info systems scopes
workgroup
ex: doctors office
enterprise
ex: hospital
inter-enterprise
ex: health care exchange
how can info systems improve process quality
improves process efficiency
(ratio of outputs to impirts with no or min waste)
improves process effectiveness
(how well a process achieve organizatinal strategy-acheieving the intended goals and results)
performing an activity
(partially automated, completly automated)
augmenting human performing activity (common reservation system)
controlling dara quality
(ensure data complete and correct before contunuing process activities)
how can processes be improved
-change process structure
-change process resources
-change both
problems of information silos
-data duplicated
-data inconsistency
-data isolated
-increased cost for organizartion
what is information silo
condition that exists when data are isolated in seperated information systems (ex missing data)
how do info systems elimate the problems of information slos
info systems integrate into a single database
-revice applications
allow isolation and manage to avoid problems
business process reengineering (BPR)
the activity of altering exisiting and designming new business processess to take advanatge of new information systems
business process reengineering (BPR) traits
-integrated data-enterprise systems create stronger, faster, more effective linkage to value chains
-difficult, slow, exceedingly expensive
-key personnel determine how best to use this new technology
-requires high level, expensive skills, and a lot of time
enterprise application solutions
crm, erp, eai
Customer Relationship Management (CRM)
suite of applications, a dataase, and a set of inherent processess for managing all interactions with the cusomter from lead generation to customer service
-manages all interactions with the customer through 4 phases of cusotmer life cycle
-supports customer centric organization
4 phases of customer life cycle
1-marketing
2-customer acquisition
3-relationship management
4-loss/churn
how does CRM support enterprise processes
-sales applicationss
-relationship management application
-customer support applications
-solicitation and lead management applications
Enterprise resource planning (ERP)
suite of applications called modules, a database, and a set of inherent pricesses for consolidating business operaations into a signle consistent, computing platform.
what is an erp system + prmary purpose
an information system based on ERP technology
primary purpose is integrations which allows real time updates
how does erp support enterprise processess
all 4 from CRM
-HR appliocations
-inventory applications
-manufacturing applications
-accounting applications
elements of an ERP system
-hardware
-ERP application programs
-erp databases
-business process procedures
-training and consulting
erp application programs
configurable vendor applications
erp databases
trigger -computer program within database to keep database consistent when certain conditions arise
stored procedure- enforces business rules
business processes and procedures
-adapt to inherent process and procedures or design new ones
training and consulting
-training to implement
-top management support, preparing for change, dealing with resistance
-training to use
EAI enterprise application integratoin
suite of software applications that integrates existing systems by providing layers of software that conncet applications together
what do the layers of EAI software do
enable existing application to communicate with each other and to share data
challenges of implementing and upgrading enterprise info systsem CRM, ERP, and EAI
-collaborative management
-requirements gaps
-transition problems
-employee resistance
-new technology
