lecture 8 Flashcards
what is data?
a collection of non-random symbols, numbers, words, images and sounds. it represents something and can be stored somewhere
what are characteristics of data?
- represents facts
- recorded by observation or research
- not organized to convey specific meaning
what is information?
data related to other (contextual) data
what are characteristics for information?
- processed data
- contextually relevant
- meaningful and useful to human recipients
what is knowledge?
skill + experience + accumulated learning + judgement. so it is information when you’ve done somthing with it
what are characteristics for knowlegde?
- result of activities and related information processing
- needed for decisions
- needed for understanding and relating data or information
what is an information system (IS)?
a group of interrelated components that work collectively to carry out input, processing, output, storage and control actions in order to cenvert data into information. it handles processes en supports communication and information flows
what does an information system consist of?
- hardware
- software
- data
- procedures
- people
what is information technology (IT)? and what does it consist of?
the technology used in IS:
- hardware
- software
- telecommunications networks
- database systems
what are some differences between IS and IT?
- IT = technology , IS > technology
- IS requires and understanding of business
- IS assist people in an organization to attain goals
- you can buy IT but not IS
what functions van IS perform?
- operational > processing routing transactions > payrol, order entry, adminitration
- monitoring > performance checking, OSIRIS
- decision support > value different alternatives
- communication > email, workflow, groupware
what can IS be used for to support?
- workgroup processes > functional (inventory of hospital pharmacy)
- enterprices processs > enterprise ( hospital discharge process)
- inter-organizational processes > inter-enterprise (supply chain management)
what are th most used IS’s?
- enterprise resource planning system(ERP)
- customer relationship management system(CRM)
- inter-organizational system (IOS)
- management information system and business intellegence (MIS and BI)
- collaboration and knowlegde management systems (KM)
what are ERP systems(enterprise resource planning)
these systems coordinate processes, knowledge and activities among different funcitions, levels and business unit to improve efficiency
what different modules does ERP provide?
financial, accounting, human resource, sales and marketing processes
what adventages does ERP systems have?
- intergration and standardization > uniform organization
- outside connections, supply chain intergration
- infromation availability and synchronicity across departments
- decision information, control by reliable indicators
- best way of doing business > organized
what are disadventages to ERP?
- ERP’s low succes rate > 70% has not obtained the promised benefits
- high total costs of ownership > licenses, consultancy, maintainance costs
- organizational change requirements
what are ERP’s focussed on?
- centralizing information
- control instead of coordination
- standardization of processes
what is customer relationship management (CRM) ?
an enterprise information system that is directed to coordinate all business processes that involve customers. they are aimed to improve the relationship with profitable customers, long-term relationships.
what elements does the CRM know?
- customer acquisition
- customer retention
- customer extention
- customer selection
what is customer aquisition about?
forming relationships to gain new customers
what is customer retention about?
keeping existing customers, repeating their purchase
what is customer extention about?
part of the customer retention that focusses on selling additional similar products (cross- selling) or widening the range to more expensive products (up-selling)
what is customer selection?
marketing communications for the aquisition, retention and extension targeted at customers likely to give the best response
