managing information resources

INFORMATION SYSTEMS @ X

INFO420: Managing the IT Function

Managing Information Managing Information ResourcesResources



This section…This section…

Identifies problems in managing data and approaches for Identifies problems in managing data and approaches for managementmanagement

Discusses how technology Discusses how technology Explores various types of information that companies need Explores various types of information that companies need

to manageto manage Provides guidelines to management of knowledge (key Provides guidelines to management of knowledge (key

organizational asset)organizational asset)



IntroductionIntroduction

IS continually manages new forms of information IS continually manages new forms of information resourcesresources Corporate databasesCorporate databases Documents (electronic or paper) and Web contentDocuments (electronic or paper) and Web content Knowledge management…expertise and experienceKnowledge management…expertise and experience

Data—Information—Action!Data—Information—Action!



Managing DataManaging Data

Data managementData management Structured way data is represented, stored and retrieved Structured way data is represented, stored and retrieved

for use.for use. Database management systems (DBMS) are the Database management systems (DBMS) are the

main tool for managing corporate datamain tool for managing corporate data Over time, a number of models have emerged (are Over time, a number of models have emerged (are

emerging) for data management.emerging) for data management. Relational modelRelational model Object Oriented modelObject Oriented model

Document management increasingly importantDocument management increasingly important



Issues in managing corporate dataIssues in managing corporate data

Inconsistent Data DefinitionsInconsistent Data Definitions Proliferation of databases / redundant dataProliferation of databases / redundant data Data availabilityData availability Data securityData security Data integrityData integrity



Getting Corporate Data into Shape Getting Corporate Data into Shape

Role of Data AdministrationRole of Data Administration Administering databases and software that manages Administering databases and software that manages

them to provide accurate and timely information to usersthem to provide accurate and timely information to users Ensuring appropriate use of dataEnsuring appropriate use of data

> Most concerning: CustomerMost concerning: Customer Creating, managing and communicating standard Creating, managing and communicating standard

definitionsdefinitions> Maintaining the corporate data dictionaryMaintaining the corporate data dictionary

Assuring quality Assuring quality



IHOP caseIHOP case

What is the major data quality issue faced byWhat is the major data quality issue faced by Organization Organization ? ?

Why does Why does Organization Organization have this issue?have this issue? What business problems did the data quality What business problems did the data quality

problem cause?problem cause? What does ‘one version of the truth’ mean?What does ‘one version of the truth’ mean?



Managing InformationManaging Information

Once enterprises get their data into shape, that data Once enterprises get their data into shape, that data can more easily be turned into informationcan more easily be turned into information

““Information is power”:Information is power”: Mission: Put the right information, in the right hands, at Mission: Put the right information, in the right hands, at

the right time, in the right formatthe right time, in the right format



Managing Information cont’dManaging Information cont’d

Four Types of InformationFour Types of Information Internal record-based information—original focus of Internal record-based information—original focus of

IS and most used in organizationsIS and most used in organizations> Found in databasesFound in databases

Internal document-based informationInternal document-based information> Reports, emails, proposals, contractsReports, emails, proposals, contracts

External record-based informationExternal record-based information> Acquisition from external databasesAcquisition from external databases

External document-based informationExternal document-based information> World-Wide-WebWorld-Wide-Web> Articles, books from a libraryArticles, books from a library



Four Types of InformationFour Types of InformationEnterprise Systems (operational)Data Warehouses (decision support)

Acxiom InfoBase

Paper and Electronic DocumentsInternal web pages

WWWBooks, articles



Information management solutionsInformation management solutions

Enterprise resource planning systemsEnterprise resource planning systems Data warehouses and business intelligenceData warehouses and business intelligence Electronic document managementElectronic document management Content managementContent management



Enterprise Resource PlanningEnterprise Resource Planning

ERP provides the means to consolidate data to give ERP provides the means to consolidate data to give management a corporate-wide view of operationsmanagement a corporate-wide view of operations Functional integrationFunctional integration Single repository of data supporting functional areasSingle repository of data supporting functional areas Standardized data definitions a must… “table stakes”Standardized data definitions a must… “table stakes” But … too complex and not designed for reporting and But … too complex and not designed for reporting and

analysisanalysis



ScenarioScenario

The The marketing departmentmarketing department at the Bank of Nova Scotia wants at the Bank of Nova Scotia wants to execute a marketing campaign aimed at increasing the to execute a marketing campaign aimed at increasing the loyalty of the banks best customers (those with loyalty of the banks best customers (those with portfoliosportfolios more than $500,000). The analysts wants find the following more than $500,000). The analysts wants find the following information. information.

Identify those customer that have more than $500,000 in loans, Identify those customer that have more than $500,000 in loans, deposits and investments who have responded to at least one deposits and investments who have responded to at least one previous marketing campaign. previous marketing campaign.

Send a letter to each customer, offering a new investment Send a letter to each customer, offering a new investment product at a preferred rate product at a preferred rate

Determine who responded to the marketing offer by Determine who responded to the marketing offer by purchasing the investment product during the bank’s 3purchasing the investment product during the bank’s 3rdrd fiscal fiscal quarterquarter



Scenario - SystemsScenario - SystemsBanking Systems

Deposit Deposit SystemSystem

InvestmentInvestmentSystemSystemLoan SystemLoan System

Marketing System

Marketing SystemMarketing System

Questions:1.1. How would the marketer find out who has a portfolio more than 500,000 in loans, How would the marketer find out who has a portfolio more than 500,000 in loans,

deposits and investments? deposits and investments? 2.2. What do you think the impact on the banking systems would be when running What do you think the impact on the banking systems would be when running

queries?queries?3.3. Which system should supply customer data for addressing letters to best customersWhich system should supply customer data for addressing letters to best customers4.4. How would the marketer determine who responded to their offer and when? How would the marketer determine who responded to their offer and when?

Loan &Loan &CustomerCustomer

datadata

Investment &Investment &CustomerCustomer

datadata

Deposit &Deposit &CustomerCustomer

datadata

Marketing &Marketing &CustomerCustomer

datadata



The AnswerThe Answer

In reality, this scenario could not be carried out In reality, this scenario could not be carried out without some form of data warehouse because:without some form of data warehouse because:

Queries would take days or weeks to create and perfect.Queries would take days or weeks to create and perfect. The technical skills and knowledge required to construct the The technical skills and knowledge required to construct the

queries would require a team, not just one individual.queries would require a team, not just one individual. Queries performance would be excruciatingly slow (days?)Queries performance would be excruciatingly slow (days?) Performance of operational systems would be adversely impactedPerformance of operational systems would be adversely impacted There would be numerous data integrity issues to overcome.There would be numerous data integrity issues to overcome.



Data WarehousesData Warehouses



Data Warehouse Data Warehouse

Data Warehouse

ExternalData External

DataOperation

Data

OperationData

………

Reporting Analysis Spreadsheets Charts

““Sales”Sales”

““Acxiom”:Acxiom”:72 data points72 data points



Electronic Document ManagementElectronic Document Management

Documents more pervasive and fundamental Documents more pervasive and fundamental than anything else in an organization.than anything else in an organization. Paper still plays a major role in most enterprisesPaper still plays a major role in most enterprises Need to move seamlessly between digital and printNeed to move seamlessly between digital and print

Electronic document management (EDM) uses Electronic document management (EDM) uses new technologies for document management new technologies for document management to produce significant impactsto produce significant impacts Business process redesignBusiness process redesign Quality improvementQuality improvement



Traditional Publishing vs. Modern ProcessTraditional Publishing vs. Modern Process



Electronic Document Management Electronic Document Management Use of technology to support processes generates Use of technology to support processes generates

significant business value (transaction)significant business value (transaction) Reducing physical spaceReducing physical space Faster routingFaster routing Managing and tracking work flow and loadManaging and tracking work flow and load New (info based) products and services New (info based) products and services



Content ManagementContent Management

Corporate intranets (Web content) now Corporate intranets (Web content) now replace print documentsreplace print documents Necessary to support scale of e-business operationsNecessary to support scale of e-business operations Automation of content Automation of content Content is no longer static, but interactiveContent is no longer static, but interactive



Content Management cont’dContent Management cont’d

To create a content management strategy, To create a content management strategy, companies need to understand the three companies need to understand the three phases of contentphases of content

Managing content creation and acquisitionManaging content creation and acquisition Content administration and safeguardingContent administration and safeguarding Content deployment and presentationContent deployment and presentation



Content Management Content Management

Source: Adapted from Chuck, Tueber, Dealing in Web Currency, Gartner EXP, 56 Top Gallant, Stamford, CT, June 2001.