Sistemas De Informacion En La Empresa

Management Information Systems 8/e

Chapter

2

Chapter 2 Information Systems in the Enterprise

SISTEMAS DE INFORMACION EN LA EMPRESA

2.1

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise OBJECTIVES

• Cuáles son los principales tipos de sistemas empresariales? Qué papel juegan? • Como los sistemas empresariales apoyan las principales funciones empresariales? • Por que los gerentes deben prestar atención a los procesos de negocios?

2.2

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise OBJECTIVES

• Cuales son los beneficios y retos del uso de sistemas empresariales? • Cuales son los beneficios del uso de sistemas de informacion para apoyar la administración de la cadena de abastecimiento y el comercio colaborativo? • Cuales son los beneficios empresariales de utilizar SI para la administración de la relaciones con el cliente y la administración del conocimiento? 2.3

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MANAGEMENT CHALLENGES

1. Integracion: Diferentes sistemas sirven a una variedad de funciones, conectando diferentes niveles organizacionales de manera dificultosa y costosa

2. Ampliación del ambito del pensamiento administrativo: Grandes inversiones en SI se desarrollan por largos periodos de tiempo y deben ser guiados por una visión comun de los objetivos

2.4

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

Types of Information Systems

CLASES DE SIE

GRUPOS QUE SIRVE

NIVEL ESTRATEGICO

GERENCIA SUPERIOR

NIVEL ADMINISTRATIVO

GERENCIA MEDIA

NIVEL DE

TRABAJADORES DE DATOS

CONOCIMIENTOS NIVEL

PERSONAL

OPERACIONAL

OPERATIVO

VENTAS MARKETING

2.5

PRODUCCION

FINANZAS

CTB

RECURSOS HUMANOS

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

PRINCIPALES TIPOS DE SISTEMAS • EXECUTIVE SUPPORT SYSTEMS (ESS) sistemas de apoyo a ejecutivos • DECISION SUPPORT SYSTEMS (DSS) sistemas de apoyo a decisiones • MANAGEMENT INFORMATION SYSTEMS (MIS) sistemas de informacion gerencial • KNOWLEDGE WORK SYSTEMS (KWS) sistemas de trabajo de conocimientos • OFFICE AUTOMATION SYSTEMS (OAS) sistemas de automatizacion de oficinas • TRANSACTION PROCESSING SYSTEMS (TPS) sistemas de procesamiento de transacciones 2.6

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

2.7

Figure 2-2

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Transaction Processing Systems (TPS): • Sistemas basicos de negocios que sirven a los niveles operacionales • Un sistema computarizado que optimiza y registra las transacciones diarias de negocios

2.8

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

APLICACIONES TIPICAS DE TPS Sistemas de Ventas & Marketing

PRINCIPALES FUNCIONES • Administracion de ventas, investigacion de mercados, promociones, precios, nuevos productos PRINCIPALES APLICACIONES • Informacion de pedidos, investigacion de mercados, fijacion de precios

2.9

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

APLICACIONES TIPICAS DE TPS Sistemas de Produccion

PRINCIPALES FUNCIONES • Programaciones, compras, envios, recepciones, ingenieria, operaciones PRINCIPALES APLICACIONES • Planificacion de los recursos materiales, control de ordenes de compra, ingenieria, control de calidad 2.10

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

APLICACIONES TIPICAS DE TPS Finanzas & Contabilidad

PRINCIPALES FUNCIONES • Presupuestos, contabilidad general, facturacion, costos PRINCIPALES APLICACIONES • Contabilidad General, Cts. por cobrar, Cts. por pagar, Presupuestos, Tesoreria

2.11

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

APLICACIONES TIPICAS DE TPS Recursos Humanos

PRINCIPALES FUNCIONES • Expedientes del personal, beneficios, compensaciones, relaciones laborales, capacitacion PRINCIPALES APLICACIONES • Planillas, historia personal, beneficios, promociones, capacitacion 2.12

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

APLICACIONES TIPICAS DE TPS Otros Tipos (v.g., Universidad)

PRINCIPALES FUNCIONES • Admision, calificaciones, grados, registro de cursos, alumnado PRINCIPALES APLICACIONES • Admision, certificaciones, control de estudiantes, control curricular, control de becas, ex alumnos benefactores 2.13

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Types of TPS Systems

Figure 2-4 2.14

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

OFFICE AUTOMATION SYSTEMS (OAS) Sistemas de automatizacion de oficinas

• • • • •

Hacia una “PAPERLESS” Office Rediseñamiento del flujo de trabajo Software integrado Diseño ergonomico Iluminacion y adecuamiento del area de trabajo

Ejemplo: Reportes graficos contables 2.15

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Knowledge Work Systems (KWS): Knowledge level • Inputs: Especificaciones de diseño • Processing: Modelado • Outputs: Diseños, graficos, modelos • Users: Personal tecnico y profesionales Example: Engineering work station 2.16

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Management Information System (MIS): Management level • Inputs: Datos de gran volumen • Processing: Modelados simples • Outputs: Informes resumidos • Users: Gerencia media Example: Annual budgeting 2.17

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

TPS DATA PARA MIS APLICACIONES MIS

TPS SISTEMA DE ORDENES DE PROCESOS ARCHIVO ORDENES SISTEMA DE PLANEAMIENTO DE RECURSOS MATERIALES

ARCHIVO PRODUCCION SISTEMA DE CONTABILIDAD GENERAL ARCHIVO CONTABLE 2.18

DATOS DE VTAS COSTOS UNITARIO PRODUCC

MIS

REPORTE

CAMBIOS EN LA PRODUC

DATOS DE GASTOS

GERENTES

MIS FILES © 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Management Information System (MIS)

• Decisiones estructuradas y semiestructuradas • Orientado a Reportes de control • Información pasada y presente • Orientacion interna

2.19

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Decision Support System (DSS): Management level • Inputs: Bajo volumen de datos • Processing: Interactivo • Outputs: Analisis de Decisiones • Users: Profesionales, plana gerencial Example: Contract cost analysis 2.20

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

DECISION SUPPORT SYSTEMS (DSS) Sistemas de apoyo a las decisiones

• FLEXIBLE, ADAPTABLE, RAPIDO • USUARIOS CONTROLAN LOS INPUTS/OUTPUTS • PROGRAMADORES NO PROFESIONALES • SOPORTA EL PROCESO DE TOMA DE DECISIONES • SOFISTICADAS HERRAMIENTAS DE MODELACION 2.21

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Decision Support System (DSS)

Figure 2-7 2.22

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS

Executive Support System (ESS): Strategic level • Inputs: Datos Agregados • Processing: Interactivo • Outputs: Proyecciones • Users: Gerentes Seniors Example: 5-year operating plan 2.23

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

EXECUTIVE SUPPORT SYSTEMS (ESS) Sistema de apoyo a ejecutivos

• DIRIGIDO AL NIVEL SUPERIOR GERENCIAL • DISEÑOS INDIVIDUALES • RELACIONA EL CEO CON TODOS LOS NIVELES • BASTANTE COSTOSO DE MANTENER • EXTENSIVO APOYO AL STAFF 2.24

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

RELACIONES ENTRE LOS SISTEMAS Sist. de apoyo a ejecutivos

ESS Sist. de Informacion Gerenc.

Sist. de apoyo a decisiones

MIS

DSS

Sist. de Conocimiento y Automatizacion

Sist. de Proces. de Transac.

KWS/OAS 2.25

TPS © 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Procesos de negocios y sistemas de información

Procesos de negocios • La forma en que cada labor es organizada, coordinada y dirigida a darle valor a un producto o servicio • Procedimientos concretos del uso de los materiales, la información y el conocimiento (actividades) • Maneras unicas de coordinar el trabajo, la información y el conocimiento • Maneras en que cada gerente escoge coordinar el trabajo 2.26

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Business Processes and Information Systems

Como los SI ayudan a las organizaciones • Lograr mayores eficiencias por la automatización de los procesos • Replantear y racionalizar procesos

2.27

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Examples of Business Processes

• Manufacturing and production:

Ensamblaje, verificación de la calidad, requisiciones de materiales • Sales and marketing: Identificar clientes, fidelizar los clientes • Finance and accounting: Procesos de pagos, elaboración de reportes, administrar la contabilidad del efectivo • Human Resources: Contrataciones, evaluaciones de rendimiento, control de plan de beneficios 2.28

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Business Processes and Information Systems

Relaciones funcionales entre los procesos de negocios • Supera los limites entre las ventas, marketing, produccion e investigación y desarrollo • Los trabajadores de diferentes areas funcionales trabajan como una sola unidad Example: Proceso de la orden de pedido 2.29

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Proceso de ejecucion de un pedido

2.30

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Enterprise Applications • Enterprise systems • Supply chain management systems • Customer relationship management systems • Knowledge management systems

2.31

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Traditional View of the Systems

• Dentro del negocio: Existen funciones, y cada una tiene su propio sistema de informacion

• Fuera de los limites de la organizacion: Hay clientes y vendedores

Funciones tienden a trabajar aisladamente

2.32

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Traditional View of the Systems

2.33

Figure 213

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Enterprise Systems

Figure 2-14 2.34

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Benefits of Enterprise Systems

• Estructura de la empresa: Una organizacion • Administracion: Cultura empresarial basada en la administracion de procesos • Tecnologia: Plataforma unificada • Negocios: Mas eficiencia en las operaciones y el manejo de clientes

2.35

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Challenges of Enterprise Systems

• Dificultad de construir: Requiere de

cambios fundamentales en la forma de hacer negocios • Tecnologia: Requiere de complejas piesas de software y grandes inversiones de tiempo, dinero y experiencia

• Organizacion centrada en la coordinación y toma de decisiones: Para algunas empresas no es la mejor manera de operar

2.36

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Supply Chain Management (SCM)

Supply Chain Management (SCM) • Close linkage and coordination of activities involved in buying, making, and moving a product • Integrates supplier, manufacturer, distributor, and customer logistics time • Reduces time, redundant effort, and inventory costs

2.37

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Supply Chain Management (SCM)

Supply Chain • Network of organizations and business processes • Helps in procurement of materials, transformation of raw materials into intermediate and finished products

2.38

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Supply Chain Management (SCM)

Limitations: • Inefficiencies can waste as much as 25% of company’s operating costs • Bullwhip Effect: Information about the demand for the product gets distorted as it passes from one entity to next

2.39

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Supply Chain Management

Figure 2-15 2.40

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Supply Chain Management (SCM)

• Helps in distribution of the finished products to customers • Includes reverse logistics - returned items flow in the reverse direction from the buyer back to the seller

2.41

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

How Information Systems Facilitate Supply Chain Management

• • • • • • • • •

2.42

Decide when, what to produce, store, move Rapidly communicate orders Communicate orders, track order status Check inventory availability, monitor levels Track shipments Plan production based on actual demand Rapidly communicate product design change Provide product specifications Share information about defect rates, returns

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Supply Chain Management (SCM)

• Supply chain planning system: Enables firm to generate forecasts for a product and to develop sourcing and a manufacturing plan for the product

• Supply chain execution system: Manages flow of

products through distribution centers and warehouses

2.43

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Collaborative Commerce

• Uses digital technologies to enable multiple organizations to collaboratively design, develop, build, move, and manage products • Increases efficiencies in reducing product design life cycles, minimizing excess inventory, forecasting demand, and keeping partners and customers informed

2.44

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Collaborative Commerce

Figure 2-16 2.45

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Industrial Networks

Private Industrial Networks • Web-enabled networks • Link systems of multiple firms in an industry • Coordinate transorganizational business processes

2.46

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) • Manages all ways used by firms to deal with existing and potential new customers • Business and Technology discipline • Uses information system to coordinate entire business processes of a firm

2.47

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Customer Relationship Management (CRM)

• Provides end-to-end customer care • Provides a unified view of customer across the company • Consolidates customer data from multiple sources and provides analytical tools for answering questions

2.48

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

Customer Relationship Management (CRM)

2.49

Figure 2-17

© 2006 by Dario Davila

Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

Knowledge Management Systems • Creating knowledge • Discovering and codifying knowledge • Sharing knowledge • Distributing knowledge

2.50

© 2006 by Dario Davila

Management Information Systems 8/e

Chapter

2

Chapter 2 Information Systems in the Enterprise

INFORMATION SYSTEMS IN THE ENTERPRISE

2.51

© 2006 by Dario Davila