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m  
 is the set of interrelated
components that collect, process, store and distribute
information used by/support one or more business
process.

3 à a xhe collection of raw data.

3 ¦
m a xhe manipulation of data into
information.
3 Ôa ëistributing valuable information.

@ Also Includes both technology and people

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@ á
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Processing
@ á s : Management Information Systems (i.e.
Report generating systems)
@ á s : ëecision Support Systems (ëSS), Office
Automation Systems
@ á s : Information as strategic tool, End-User
Computing, Managerial control
@ á s : Integration: Core activities + Information as
a product
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@ Ú

 is a device such as a processor,

monitor, keyboard or printer

@ Soft
 is a program or collection of

programs that enable hardware to process
data.

@ ë t   is a collection of related files or

tables containing data.
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@ 6to
 is a connecting system (wire line or

wireless) that permits different computers to share
resources.

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 are the set of instructions about how to

combine the above components in order to process
information and generate the desired output.

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and software, interface with it, or uses its output.
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Collects data, processes it into information then converts

information into knowledge for a specific purpose.

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3 Elementary description of things, events, activities, and
transactions that are recorded, classified, and stored,
but not organized to convey any specific meeting
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3 ëata that has been organized so that they have
meaning and value to the recipient
@ Knowledge
3 Information that has been organized and processed to
convey understanding, experience and expertise as they
apply to a current problem or activity
 Π 

@ Support daily tasks of line workers

3 within a business function

3 across business functions

3 knowledge work and production work

3 support effectiveness and efficiency

@ Support decision making

3 across management levels and functions

3 individual and group

3 strategic, control (e.g., scheduling, resource

allocations)
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@ Provide feedback
3 Effectiveness (e.g., conformance),
Efficiency (e.g., cost, cycle time),
Adaptability (e.g., response time)
3 Between levels, between functions
@ Facilitate communication
3 Policy and Goals
3 Coordination and direction
@ Interact with environment (e.g.,
Customers, Suppliers).
 DVVŒ
 

DV ŒŒ

STRATEGIC LEVEL SENIOR MANAGERS

MANAGEMENT LEVEL MIDDLE MANAGERS

KNOWLEDGE LEVEL KNOWLEDGE &

DATA WORKERS

OPERATIONAL OPERATIONAL
LEVEL MANAGERS

SALES & MANUFACTURING FINANCE ACCOUNTING HUMAN

MARKETING & ENGINEERING RESOURCES
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Computerized system that performs and records the
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ƥ INPUTS: transactions, events
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ƥ USERS: operations personnel, supervisors
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@ xhe accounting information system

@ xhe finance information system

@ xhe manufacturing (operations, production) information

system

@ xhe marketing information system

@ xhe human resources information system

 
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@ Systems that help the firm identify customers for the
firm¶s products or services, develop products and services
to meet customer¶s needs, promote products and services,
sell the products and services, and provide ongoing
customer support.

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development, and production of products
and services and with controlling the flow of
production.

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@ Systems that keep track of the firm¶s

financial assets and fund flows.

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@ Systems that maintain employee records; xrack

employee skills, job performance, and training; And
support planning for employee compensation and career
development.

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@ An expert system is a computer program that

represents and reasons with knowledge of some
specialist subject with a view to solving problems or
giving advice.

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@ Specific domain

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3 Knowledge base contains complex knowledge

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3 Able to examine own reasoning

3 Explain why conclusion reached


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@ Special heuristics to direct use of knowledge

@ the software that represents the knowledge

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@ Rule interpreter

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@ Increased outputs
@ Increased productivity
@ ëecreased decision-making time
@ Increased process and product quality
@ Reduced downtime
@ Capture of scarce expertise
@ Flexibility
@ Ease of complex equipment operation
@ Elimination of expensive monitoring equipment
@ Operation in hazardous environments
@ Access to knowledge and help desks
Õ 
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@ Ability to work with incomplete, imprecise, uncertain data
@ Provides training
@ Enhanced problem solving and decision-making
@ Rapid feedback
@ Facilitate communications
@ Reliable decision quality
@ Ability to solve complex problems
@ Ease of knowledge transfer to remote locations
@ Provides intelligent capabilities to other information
systems
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3 Insurance evaluation, credit analysis, tax planning,
financial planning and reporting, performance
evaluation
@ ë t p
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3 Systems planning, equipment maintenance, vendor
evaluation, network management
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3 Customer-relationship management, market
analysis, product planning
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3 HR planning, performance evaluation, scheduling,
pension management, legal advising
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3 Production planning, quality management, product
design, equipment maintenance and repair
·
 

@ Knowledge not always readily available

@ ëifficult to extract expertise from humans
3 Approaches vary
3 Natural cognitive limitations
3 Vocabulary limited
3 Wrong recommendations
@ Lack of end-user trust
@ Knowledge subject to biases
@ Systems may not be able to arrive at
conclusions