2.is for business operation

7/30/2019 2.is for Business Operation

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TOPIC 2

TYPES OF INFORMATION

SYSTEM

(BUSINESS OPERATION)


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1. Introduction

Information is one of the main resources in a business operation. Information can be

managed just as any other resources, like employees, capital, bricks and mortar asset

(buildings) and so on. And, interest in this topic stems from two influences. First,

business has become more complex, and second, the computer has achieved

improved capabilities.

Workers at all levels, in all kinds of firms, and in all industries are using information

systems to improve their own effectiveness. And, at each of those levels, firms and

industries, there are Information Systems that were designed specifically to fulfill their

functions and needs. Types of Information Systems can be classified into 2 categories.

They are Information System for Business Operation and also Information System for

Business Management.

2. Level of Management

Levels of Management refers to a line of demarcation between various managerial

positions in an organization. The number of levels in management increases when the

size of the business and work force increases and vice versa. The level of management

determines a chain of command, the amount of authority & status enjoyed by any

managerial position. The levels of management can be classified in three broad

categories:

a. Strategic level / Top level / Administrative level

b. Tactical level / Middle level / Executive

c. Operational level / Low level / Supervisory / Operative / First-line managers

Level of management hierarchy

Managers at all these levels perform different functions. The role of managers at all the

three levels is discussed below:


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Strategic Level of Management

It consists of board of directors, chief executive or managing director. The

strategic level management is the ultimate source of authority and it manages

goals and policies for an enterprise. It devotes more time on planning and

coordinating functions. Require an extensive knowledge of management roles

and skills.

The role of the strategic level management can be summarized as follows

a. Strategic level lays down the objectives and broad policies of the enterprise.

b. It issues necessary instructions for preparation of department budgets,

procedures, schedules etc.

c. It prepares strategic plans & policies for the enterprise.

d. It appoints the executive for middle level i.e. departmental managers.

e. It controls & coordinates the activities of all the departments.

f. It is also responsible for maintaining a contact with the outside world.

g. It provides guidance and direction.

h. The strategic level is also responsible towards the shareholders for the

performance of the enterprise.

i. They have to be very aware of external factors such as markets.

j. Their decisions are generally of a long-term naturek. Their decisions are made using analytic, directive, conceptual and/or

behavioral/participative processes

l. They are responsible for strategic decisions.

m. They have to chalk out the plan and see that plan may be effective in the

future.


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Tactical Level of Management

Tactical level management have a specialized understanding of certain

managerial tasks. They are responsible for carrying out the decisions made by

strategic level management. They are responsible to the top management for

the functioning of their department. They devote more time to organizational anddirectional functions. In small organization, there is only one layer of tactical

level of management but in big enterprises, there may be senior and junior

tactical level management. Their role can be emphasized as

a. They execute the plans of the organization in accordance with the policies

and directives of the top management.

b. They make plans for the sub-units of the organization.

c. They participate in employment & training of operational level management.

d. They interpret and explain policies from strategic level management to

operational level.

e. They are responsible for coordinating the activities within the division or

department.

f. It also sends important reports and other important data to strategic level

management.

g. They evaluate performance of junior managers.

h. They are also responsible for inspiring operational level managers towards

better performance.

Operational Level of Management

This level of management ensures that the decisions and plans taken by the

other two are carried out. Operational level managers' decisions are generally

short-term ones. Operational level is also known as supervisory / operative level

of management. It consists of supervisors, foreman, section officers,

superintendent etc. They are concerned with direction and controlling function of

management. Their role can be emphasized as

a. Assigning of jobs and tasks to various workers.

b. They guide and instruct workers for day to day activities.

c. They are responsible for the quality as well as quantity of production.

d. They are also entrusted with the responsibility of maintaining good relation

in the organization.


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e. They communicate workers problems, suggestions, and recommendatory

appeals etc to the higher level and higher level goals and objectives to the

workers.

f. They help to solve the grievances of the workers.

g. They supervise & guide the sub-ordinates.

h. They are responsible for providing training to the workers.

i. They arrange necessary materials, machines, tools etc for getting the

things done.

j. They prepare periodical reports about the performance of the workers.

k. They ensure discipline in the enterprise.

l. They motivate workers.

m. They are the image builders of the enterprise because they are in direct

contact with the workers.

All the 3 levels management decision can be summarize as below:

Characteristics Operational Tactical Strategic

Time horizon

affected by the

decision

Affect the business

for short term

Affect the business

for intermediate

term

Affect the business

for long term

Frequency of

repeating the same

decision

Frequently

(e.g.: Deciding

whether to order

more stock)

Less frequently

(e.g.: Decision of

whether to sell

running shoes next

winter is made only

once each year)

Infrequently

(e.g.: Deciding what

business to be in

may only make

every 10 to 20

years)

Degree of structure

in the decision

process

Decision tends to

be structured

Decisions are semi-

structured

Decisions are

unstructured

Source of

information

Internal Both internal and

external

External

Degree of detail ofinformation

Detailed Detailed andsummarized

Summarized

Made by Lower level

managers

Middle level

managers

Top level managers


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3. Information System for Business Operations

Computer information system can be used to increase the efficiency of business

operation. Efficiency has to do with how much a system produces relative to the

resources, such as people, money, and time. For example, if company A can process

20 customer orders per day by using a computer information system handled by 1 clerk,

it is more efficient as compared to the company B that can process the same number of

customer orders but using manual system handled by 5 clerks.

To be competitive today, most businesses require some form of computer information

system for their basic operations. Basically, the business operations are those activities

in which the business engages on a daily basis to function. These activities include:

Provide goods and services for the businesss customers

Ensure payment for those goods and services

Keep track of the businesss goods Acquire goods and services needed by the business

Pay the businesss obligations

Report on the businesss profits and losses.

Information systems support business operations by processing data related to these

activities and by providing information to assist in their management.

Structure of Information System for Business Operation


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3.1 Transaction Processing System (TPS)

The main type of information system used for operational support in a business

is the transaction processing system (TPS). A TPS collects and stores

information about transactions, and controls some aspects of transactions. A

transaction is an event of interest to the organization. e.g. a sale at a store. It

also a computerized system that performs and records the daily routine

transactions necessary to conduct the business.

There are three elements of a transaction processing system:

Keep records about the state of the organization.

Process transactions that affect these records.

Produce outputs that report on transactions that have occurred, that report

on the state of the organization, and that cause other transactions to

occur.

Two basic approaches to processing data in a transaction processing system:

Batch processing transactions to be processed are prepared in a form

understandable by the computer before actual processing begins.

On-Line Transaction Processing (OLTP) permits a person to use a

keyboard and screen at the time the processing is done.

Transaction Processing Systems ("TPS") are designed to process routine

transactions efficiently and accurately. A business will have several (sometimes

many) TPS; for example:

- Billing systems to send invoices to customers

- Systems to calculate the weekly and monthly payroll and tax payments

- Production and purchasing systems to calculate raw material requirements

- Stock control systems to process all movements into, within and out of the

business

The examples of TPS:

a. Online Banking System

Banking from home, booking a holiday on the net, shopping and working

from home are all now readily available and less time consuming, thanks

to transaction processing. For example, if an electronic payment is

made, the amount must be either both withdrawn from one account and


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added to the other or none at all. In case of a failure preventing

transaction completion, the partially executed transaction must be 'rolled

back' by the TPS. While this type of integrity must be provided also for

batch transaction processing, it is particularly important for online

processing.

b. Air-line Ticket Reservation System

An airline seat reservation system is accessed by multiple operators,

after an empty seat inquiry, the seat reservation data must be locked

until the reservation is made, otherwise another user may get the

impression a seat is still free while it is actually being booked at the time.

c. Inventory System

An inventory control system keeps a file of records about the stock of

goods that a business has on hand (the inventory) which is one aspect of

the state of the business. When items are shipped or received, the state

of the business is affected, and the inventory control system makes

changes about the inventory in the stored records. Periodically, the

system prints a list of the shipments and receipts - that is the

transactions that have occurred. Below is the real example of inventory

system in real world implementation.

d. Hotel Reservation System

A booking process determines how the user navigates through a series

of sequential phases in an online hotel reservation. For example, a user

might enter required city and stay-date, review options from available

hotels, rooms, and rates, select a suitable hotel, room, and rate, enter

guest and payment details and confirm reservation

e. Point of Sale (POS)

POS is the system that is in place for purchases involving EFTPOS

(electronic funds transfer at point of sale). POS is just an abbreviation of

the full name of EFTPOS. POS systems are found in many businesses

now from major outlets such as Coles or Woolworths to many mixed

businesses and petrol stations. The POS system is what allows the


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convenience of an ATM at midnight. When a transaction takes place,

goods are scanned from barcodes or details are typed in, any required

credit card checks are made, a receipt is sent to the customer (displayed

on the screen or printed on a receipt), coded inventory data is sent

through to update the database and the inventory or bank balance is

updated. It will also work out the change required and any receipt will

normally itemize items.

f. Library Loans

The borrower will normally have a library membership card which will be

scanned and checked for overdue books and fines, the borrowed items

will be scanned and each item will then be placed under the borrowers

name. The details about available books will then be updated on the

database. The system will also allow reservations to be placed on thebooks.

Level of management for TPS

Level of

Management

Activities

Operational Data entry process

Tactical Review daily business operations

Strategic Review monthly business operations for future

planning and coordinating function.


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3.2 Accounting Information System (AIS)

Accounting information system (AIS) is all of the policies, rules, procedures, and

practices as well as the physical elements that are used to record, process, and

communicate the financial information of a firm. An accounting information

system is the system of records a business keeps maintaining its accounting

system. This includes the purchase, sales, and other financial processes of the

business. AIS is subset of management information system (MIS), AIS is

responsible for providing timely and accurate financial and statistical reports for

internal management decision making, and for external parties such

as creditors, investors, and regulatory and taxation authorities. The purpose of

AIS also is to accumulate data and provide decision makers (investors,

creditors, and managers) with information.

Events that occur in a business can be grouped in few groups: acquisition of

materials, labor, and capital assets and the disbursement of payment; exchangeof materials into goods and services using labor and assets; and sales of goods

and services and the payment.

Expenditure cycle - that can be considered subsystem for purchasing,

accounts payables and cash disbursements.

Conversion cycle - which is also a subsystem, for production planning and

control cost accounting.

Revenue cycle - for sales order processing and cash receipts for orders are

processed. All these transactions must be recorded and posted in the

information system. Understanding the accounting cycle will enhance the

understanding of what occurs within the accounting information system. In

accounting information system there are three primary transactions cycles.

Once transactions are processed and posted in the correct areas, the

information system allows for an audit trail. Audits trails allow an individual like

a manager to make sure corrective actions are taken when entering data into

the system. An audit trail will allow a manager to be able to go from the originalsource document to the journal than to the general ledger and finally to the

financial statements. This is an example of internal control system in an

accounting information system.


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The data structure of a particular accounting information system allows records

to be located, stored and movement throughout the database. There are two

components in a data structure. First, organization of a file, which is the

physical arrangement of the records. Second, access method that is used to

locate the records or navigate in the database.

Evolution of AIS

a. Manual Book-Keeping

The usage of document books and filing of accounting such as

transactions journals, T-ledger books and others. The input data comes

from receipts, invoices and others.

b. Computer-based accounting systemsComputer-based accounting systems record and report the flow of funds

through an organization on a historical basis and produced important

statements such as balance sheets and income statements. A firms

financial performance is measured against such forecast by other

analytical accounting reports.

Operational accounting systems emphasize legal and historical record-

keeping and the production of accurate financial statements. Typically,

these systems include transaction processing systems such as order

processing, inventory control, accounts receivable, account payable,

payroll and general ledger systems. They emphasize cost accounting

reports. The development of financial budgets and projected financial

statements and analytical reports comparing actual to forecasted

performance.

Figure below illustrate the interrelationship of several important

accounting information systems commonly computerized by both largeand small businesses. Many accounting software packages are available

for these applications.


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Relation of AIS with TPS and HRIS

c. Online accounting systems

Table below summarized the essential purpose of six common, but

important, accounting information systems used by both large and small

business firms. From the figure and table, it is no surprise that the

accounting information systems illustrated are being transformed by

Internet technologies. Using the internet and other networks changes

how AIS monitor and track business activities. The online, interactive

nature of such networks calls for new forms of transaction documents,

procedures and controls. This particularly applies to systems like order

processing, inventory control, accounts receivable and accounts

payable. Now, these systems are directly involved in the processing of

transactions between a business and its customers and suppliers. So,

naturally many companies are using Internet and other network links to

these trading partners for such online TPS, for example an online

accounting report.

Sales

transaction

processing

systems (TPS)

Cash receipts and

disbursements

transaction

rocessin s stems

General ledger

processing and

reporting system

Purchase

transaction

rocessin s stem

Payroll transaction

processing system

(HRIS & AIS)


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COMMON BUSINESS ACCOUNTING SYSTEMS

Order processing

Captures and processes customer orders and produced data for

inventory control and accounts receivable.

Inventory control

Processes data reflecting changes in inventory and provides

shipping and reorder information.

Accounts receivables

Records amounts owed by customers and produces customer

invoices, monthly customer statements and credit management

reports.

Accounts payable

Records purchases from amounts owed to, and payment to

suppliers, and produces cash management reports

Payroll

Records employee word and compensation data and produces

paychecks and other payroll documents and reports.

General ledger

Consolidates data from other accounting systems and produces the

periodic financial statements and reports of the business.

Level of management for AIS

Level of

Management

Activities

Operational Clerical work (data entry)

- Capture and process order

Tactical Validate the accounting report

Strategic Review for business planning

- Investment

- Expanding the business

- Growing up capital

- Budget

- etc


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3.3 Human Resource Information System(HRIS)

Human resource information system (HRIS) is defined as a computer based

application for assembling and processing data related to the human resource

management (HRM) function. HRIS is a management system which is designed

specifically to provide managers with information to make Human Resource

decisions.

HRIS deals with all aspects human resource management staff planning,

selection & recruitment, training & skills assessment, job placement,

performance appraisal and compensation administration.

The need for this kind of information has increased in the last few years,

especially in large and/or diverse companies, where decision-making has been

moved to lower levels. Large companies generally have the advantage when

they come to HRIS. The cost to develop an HRIS for 200 people is usually closeto that for 2000 people. So it is a better investment for the large companies.

HRIS (Human Resource Information System) or HRM (Human Resource

Management System) help managers track their work force. Major activities

include:

a. Recruiting employees

Applicant tracking, interviewing, and selection.

Management of all employee information.

b. Reporting and analysis of employee information.

disciplinary action received,

personal employee information, and occasionally,

management and key employee succession plans,

high potential employee identification

c. Evaluating applicants and employees

d. Selecting, placing, promoting, terminating, transferring employees

e. Analyzing and designing jobs

f. Training and developing employeesg. Producing required governmental reports

h. Managing employee wage/benefit plans (tied to payroll system)

i. Planning for short and long-term staffing need

j. Company-related documents such as employee handbooks,

emergency evacuation procedures, and safety guidelines.

k. Benefits administration including enrollment, status changes, and

personal information updating.


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attendance and PTO use,

pay raises and history,

pay grades and positions held,

performance development plans,

training received,

HRIS sub system

a. Staff planning

This function is strategic in nature and is concerned with determining the

future manpower needs of an organization as well as information on the

labor market. It forecasts the number of people required to perform the

various tasks as well as the skills that they must have.

b. Recruitment and staffing

This function is concerned with advertising for staff, interviewing and

recruiting suitable candidates, and adding them to the personnel

database. It keeps track of all employee details. It also maintains skills

inventory so that right people are assigned to the right projects.

c. Training & career development

This function is concerned with providing initial training as well as

continual training. The training may take the form of short courses,

seminars or it can be computer-based training. It also concerned with

defining career paths for employees.

d. Performance appraisal

Evaluates the performance of employees, rewarding those whodemonstrate initiative and excellence and firing those who are

unproductive.


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e. Compensation administration

Deals with rewarding employees for the work they perform. Takes the

form of wages and salaries, bonuses and incentive payments.

The software used to support HRIS includes:

Human Resources Information System (HRIS)

HRMIS

HRMS

Level of management for HRIS

Level of

Management

Activities

Operational Managing of all employee information

records information for operational management

- manpower planning

- compensation analysis / management system

- performance management system

- promotions

Tactical Manage employee training

Analyzing and designing jobs and recruitment

Evaluate employee performance

Managing employee wage

records information for first line

managers/supervisors

- jobs descriptions

- job evaluations

- staff appraisals

Strategic manpower planning

Review for human resource planning

- Promotions

- Bonus

- Benefit

- Etc


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3.3 Marketing Information System

A marketing information system is a continuing and interacting structure of

people, equipment and procedures to gather, sort, analyze, evaluate, and

distribute pertinent, timely and accurate information for use by marketing

decision makers to improve their marketing planning, implementation, and

control.

Marketing information system also is a set of procedures and practices

employed in analyzing and assessing marketing information, gathered

continuously from sources inside and outside of a firm. Timely marketing

information provides basis for decisions, distribution, media selection , and

promotion such as product development or improvement, pricing, packaging.

This system supports the operation / production function of a typical

manufacturing firm

Marketing information systems are found predominantly at the tactical level,

although other systems such as order entry systems and systems associated

with product sales activities such as telemarketing are also marketing

information systems. These latter systems are at the operational level.

The Marketing Function

Basic Goal: Satisfy the needs of existing and potential customers. To meet

this goal, marketing must: (These activities are referred to as the marketing

mix)

Sell goods.

Advertise and promote goods/services.

Identify potential customers.

Determine customer needs and wants.

Plan and develop products and/or services.

Price products/services appropriately.

A marketing information system is a continuing and interacting structure of

people, equipment and procedure to gather, sort, analyze, evaluate and

distribute pertinent, timely and accurate information for use by marketing

decision makers to improve their marketing planning, implementation and

control.


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Marketing information systems are found predominantly at the tactical level,

although other systems such as order entry systems and systems

associated with product sales activities such as telemarketing are also

marketing information systems. These latter systems are at the operational

level.

Figure below illustrates how marketing information system provides

information technologies that support major components of the marketing

function. For example, Internet/intranet websites and services make an

interactive marketing process possible where customers can become

partners in creating, marketing, purchasing and improving products and

services. Sales force automation systems use mobile computing and

Internet technologies to automate many information processing activities for

sales support and management. Other marketing information systems assist

marketing managers in customer relationship management, productplanning, pricing and other product management decisions, advertising,

sales promotion, and targeted marketing strategies, and market research

and forecasting.

Content of Marketing Information System

a. Interactive marketing

The term interactive marketing has been coined to describe a customer-

focused marketing process that is based on using the Internet, intranet

and extranet to establish two-way transactions between a business and

its customers or potential customer.

Marketing

Information

System

Sales force

automation

Interactive

marketing

Customer

relationship

management

Sales

management

Market research &

forecasting

Advertising &

promotion

Product

management


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The goal of interacting marketing is to enable a company to profitably

use those networks to attract and keep customers who will become

partners with the business in creating, purchasing and improving

products and services.

In interacting marketing, customers are not just passive participants who

receive media advertising prior to purchase, but are actively engaged in

network-enabled proactive and interactive processes. Interactive

marketing encourages customers to become involve in product

development, delivery and services issues. This is enabled by various

Internet technologies, including chat and discussing groups, web forms

and questionnaires, instant messaging and e-mail correspondence.

Finally, the expected outcomes of interactive marketing are a rich

mixture of vital marketing data, new productive ideas, volume sales and

strong customer relationship.

b. Sales force automation (SFA)

Sales force management systems are information systems used in

marketing and management that help automate some sales and sales

force management functions. They are frequently combined with a

Marketing Information System, in which case they are often called

Customer Relationship Management (CRM) systems.

Sales Force Automation Systems (SFA), typically a part of a companys

customer relationship management system, is a system that

automatically records all the stages in a sales process. SFA includes a

contact management system which tracks all contact that has been

made with a given customer, the purpose of the contact, and any follow

up that might be required. This ensures that sales efforts are not

duplicated, reducing the risk of irritating customers. SFA also includes a

sales lead tracking system, which lists potential customers through paidphone lists, or customers of related products.

Other elements of an SFA system can include sales forecasting, order

management and product knowledge. More developed SFA systems

have features where customers can actually model the product to meet

their required needs through online product building systems.

Advantages to the sales manager


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Sales Force.com interface

c. Customer Relationship Management (CRM)

Customer relationship management (CRM) consists of the processes a

company uses to track and organize its contacts with its current and

prospective customers. CRM software is used to support these

processes; information about customers and customer interactions can

be entered, stored and accessed by employees in different company

departments. Typical CRM goals are to improve services provided tocustomers, and to use customer contact information for targeted

marketing. Managing the full range of the customer relationship involves

two related involves two related objectives:

To provide the organization and all of its customer-facing

employees with a single, complete view of every customer at every

touch point and across all channels

To provide the customer with a single, complete view and its

extended channels.

Now days, companies are turning to customer relationship management

(CRM) to improve their customer focus. CRM uses information

technology to create a cross-functional enterprise system that integrates

and automates many of the customer-serving process in sales,

marketing and customer services that interact with a companys

customer. CRM systems also create an IT framework of Web-enabled


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Fax E-Mail

Telephone web

software and databases that integrates these processes with the rest of

a companys business operations. CRM systems include a family of

software modules that provides the tools that enable a business and its

employees to provide fast, convenient, dependable, and consistent

service to its customers.

The major application clusters in CRM

Marketing Information System Subsystems

a. Planning

Helps sales executive to plan, monitor and support sales. It includes

information on new markets and products, sales forecasting, distribution

channels, pricing, advertising and promotion

b. Advertising & promotion

Deals with selecting the media mix and promotional strategies and

allocation of funds for these

c. Sales management

Is concerned with planning and monitoring sales personnel, analyzing

sales by customers, products and regions. Information on these will help

improve sales

Prospect or

Customer

Sales (cross-

sale, up-sell)

Contact & Account

Management

Marketing &

fulfillment

Customer

service and

support

Retention and

loyalty

program


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d. Sales forecasting

These uses statistical forecasting models to provide information on

short-term and long-term demand for a firms product

Level of management for MS

Level of

Management

Marketing Information System examples

Operational Contact Information System, Prospect Information

System, Telemarketing System, Inquiry Information

System, Sales Order Processing Systems

Tactical Sales Force Management Systems, Advertising and

Promotion Systems, Product Pricing Information

Systems

Strategic Sales Forecasting Information Systems

3.4 Manufacturing Information System

Manufacturing systems are concerned with supporting the production of physical

products; however, services may also be produced. As such, they focus on

managing raw materials purchasing, machine and labor usage and schedule,

and productivity measurement. They also seek to provide competitive

advantages.

A typical Manufacturing and Production Decisions includes:

University decisions on courses to offer, number of Instructors needed,

sections, etc., for next year.

Word Processing Supervisor deciding on number of WP clerks, editors,

and typists needed for a shift next week.

Retail store planner selecting criteria for new retail store sites.

Inventory manager/production planner deciding numbers of units of raw

materials needed for production to ensure assembly line stoppages do not

occur.


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PURPOSE of Manufacturing and Production Systems

Manufacturing Systems encompass all activities necessary to ensure

production including:

a. Evaluate Site

includes planning, developing, and maintaining production facilities.

b. Set Production Goal

these systems provide answers to questions about the quantity to be

produced and the timing of the production process.

c. Produce Goods

Goods are produced by Production Systems. Production Systems are

concerned with activities such as: Raw Material Acquisition, Storage, and Availability.

Scheduling Equipment, Facilities, Workforce to meet production

goals set by the marketing system..

Design and Testing of Products - engineering & geometric data.

Producing the correct quantity at a set level of quality within

projected cost parameters at the times required by production

goals.

Example Of Software Used In Manufacturing Information System

Material Requirements Planning (MRP) is software based production

planning and inventory control system used to manage manufacturing

processes. Although it is not common nowadays, it is possible to conduct

MRP by hand as well. An MRP system is intended to simultaneously meet

three objectives:

a. Ensure materials and products are available for production and deliveryto customers.

b. Maintain the lowest possible level of inventory.

c. Plan manufacturing activities, delivery schedules and purchasing

activities.


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Level of management for Manufacturing And Production Information

Systems

Level of

Management

Activities

Operational Purchasing raw materials from suppliers (making

orders)

Receiving ordered items- with receipt, inspection &

verification slip. (All slips will be passed to Accounts

Payable, Inventory & Production Subsystems)

Quality control- makes sure that the status of raw

materials, goods-in-process, finished goods inventory

in good quality.

Shipping- Finished goods are placed in inventory or

shipped to customer.

Cost Accounting- monitors cost of personnel,

materials and equipment & facilities used in

production.

Tactical Includes decisions like capacity planning and

production scheduling.

Usage of the Material Requirement Planning (MRP)

Strategic Includes decisions like plant design or plan site

selection

2.is for business operation

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