INFORMATION SYSTEMS @ X

Managing Information Resources

INFO420: Managing the IT Function

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This section
Identifies problems in managing data and approaches for management Discusses how technology Explores various types of information that companies need to manage Provides guidelines to management of knowledge (key organizational asset)

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Introduction
IS continually manages new forms of information resources

Corporate databases Documents (electronic or paper) and Web content Knowledge managementexpertise and experience

DataInformationAction!

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Managing Data
Data management

Structured way data is represented, stored and retrieved for use.

Database management systems (DBMS) are the main tool for managing corporate data Over time, a number of models have emerged (are emerging) for data management.

Relational model Object Oriented model

Document management increasingly important

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Issues in managing corporate data

Inconsistent Data Definitions Proliferation of databases / redundant data Data availability Data security Data integrity Example: Honda Motors

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Getting Corporate Data into Shape

Role of Data Administration

Administering databases and software that manages them to provide accurate and timely information to users Ensuring appropriate use of data
> Most concerning: Customer

Creating, managing and communicating standard definitions

> Maintaining the corporate data dictionary

Assuring quality

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IHOP case
What is the major data quality issue faced by IHOP? Why does IHOP have this issue? What business problems did the data quality problem cause? What does one version of the truth mean?

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Managing Information
Once enterprises get their data into shape, that data can more easily be turned into information Information is power:

Mission: Put the right information, in the right hands, at the right time, in the right format

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Managing Information contd

Four Types of Information

Internal record-based informationoriginal focus of IS and most used in organizations

> Found in databases

Internal document-based information

> Reports, emails, proposals, contracts

External record-based information

> Acquisition from external databases

External document-based information

> World-Wide-Web > Articles, books from a library

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Four Types of Information

Enterprise Systems (operational) Data Warehouses (decision support)

Acxiom InfoBase

WWW Books, articles

Paper and Electronic Documents Internal web pages

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Information management solutions

Enterprise resource planning systems Data warehouses and business intelligence Electronic document management Content management

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Enterprise Resource Planning

ERP provides the means to consolidate data to give management a corporate-wide view of operations

Functional integration Single repository of data supporting functional areas Standardized data definitions a must table stakes But too complex and not designed for reporting and analysis

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The Evolution of Data Warehousing

1970s: organizations start to use computers to run their business.start to collect lots of transactional data 1980s: PCs start appearing on desktops users start using spreadsheet software to analyze data from operational systems lots of problems. 1990s: business climate becomes much more demanding:

Customers want cheaper products, better service Globalization and increased competition Many mergers and acquisitions

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The Evolution of Data Warehousing

1990s: businesses start to recognize that using information effectively can give them a competitive advantage (Walmart!).but 1990s: businesses see the value of an integrated store of information to support decision making 1990s: Hardware and storage costs plummet while computing power doubles every 18 months:

Makes it feasible to store AND analyze vast amounts of data

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The Evolution of Data Warehousing

1990s: The DEMAND for integrated data for analysis converged with the TECHNICAL FEASIBILITY of storing and accessing this information, resulting in:

The Data Warehouse

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

Identify those customer that have more than $500,000 in loans, deposits and investments who have responded to at least one previous marketing campaign. Send a letter to each customer, offering a new investment product at a preferred rate Determine who responded to the marketing offer by purchasing the investment product during the banks 3rd fiscal quarter

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Scenario - Systems
Banking Systems
Loan System Investment System Deposit System

Marketing System
Marketing System

Loan & Customer data

Investment & Customer data

Deposit & Customer data

Marketing & Customer data

Questions:
1.
2. 3. 4.

How would the marketer find out who has a portfolio more than 500,000 in loans, deposits and investments? What do you think the impact on the banking systems would be when running queries? Which system should supply customer data for addressing letters to best customers How would the marketer determine who responded to their offer and when?

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

Queries would take days or weeks to create and perfect. The technical skills and knowledge required to construct the queries would require a team, not just one individual. Queries performance would be excruciatingly slow (days?) Performance of operational systems would be adversely impacted There would be numerous data integrity issues to overcome.

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Data Warehouses

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Data Warehouse
Reporting Analysis Spreadsheets Charts

Data Warehouse

Acxiom: 72 data points

External Data External Data

Sales

Operation Data Operation Data

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Example and Demo

Honda YMS Case IBM Cognos

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Electronic Document Management

Documents more pervasive and fundamental than anything else in an organization.

Paper still plays a major role in most enterprises Need to move seamlessly between digital and print

Electronic document management (EDM) uses new technologies for document management to produce significant impacts

Business process redesign Quality improvement

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Traditional Publishing vs. Modern Process

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Electronic Document Management

Use of technology to support processes generates significant business value (transaction)

Reducing physical space Faster routing Managing and tracking work flow and load New (info based) products and services

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Content Management
Corporate intranets (Web content) now replace print documents

Necessary to support scale of e-business operations Automation of content Content is no longer static, but interactive

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Content Management contd

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

Managing content creation and acquisition Content administration and safeguarding Content deployment and presentation

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Content Management

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

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