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Lecture 1:Introduction to the module

Who, when, where, how, what, why

CC6052Management Support Systems

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What are Management Support Systems (MSS)?

Computer based information systems to support managers

(at any level in an organisation) in one or more phases of the

decision-making process

Other key terms:

Management Information System (MIS)

MSS = MIS ?

Decision Support System (DSS)

MSS = DSS ?

CC6052 Management Support Systems

Introduction and overview

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System concepts

MIS, DSS, ES, EIS, BI, ...

Technology conceptsDatabase: Data warehouse, data mart, data mining, OLAP

Other technologies:AI, ANNs, fuzzy logic, genetic algorithms,

intelligent agents, mobile applications, augmented reality, content

management systems

Key concepts

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Management techniques

Balanced scorecard

Key Performance Indicators (KPIs)

Knowledge managementWhat if? analysis

Optimisation ...

Key concepts

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Functional business concepts

CRM (Customer Relationship Management)http://www.businessdictionary.com/definition/customer-relationship-management-CRM.html

ERP (Enterprise Resource Planning)

http://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.html

HRM (Human Resource Management)http://www.businessdictionary.com/definition/human-resource-management-HRM.html

MRP (Materials Requirements Planning)http://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.html

SCM (Supply chain management)http://www.businessdictionary.com/definition/supply-chain-management-SCM.html

Key concepts

http://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/supply-chain-management-SCM.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/human-resource-management-HRM.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.htmlhttp://www.businessdictionary.com/definition/customer-relationship-management-CRM.html

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What do managers do?Fayol (1916) identified 5 functions of management:

plan, organise, command, coordinate, control

all linked by communication

Levels of management:

strategic, tactical, operational

Types of decision:unstructured, semi-structured, structured

Management decision-making

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develop a plan of action for the future

providing resources to carry out activities

maintaining activity among staff

harmonising activities and effort

verify against plans, instructions, standards

Communication

Elements of decision-making

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Levels of information

International

trade, financial transactions, rate of exchange

National

demographic: health, education provision

Corporate

organisation within market or industry

Departmentmeeting targets: production, sales, deadlines

Individual

personal salary, travel expenses

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Layers of management

Top

Middle

Operations

Directors

(finance, personnel, sales, R&D)

Heads of Branches

Warehouse manager

Heads of Departments

Warehouse foreman

Chief clerk

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Types of decision

Top

Middle

Operations

Long range/time scale, planning

orientation, unstructured, unfamiliar,

high risk

Control, set rules, meet plans/goals,

some structured, most predictable

Structured, rule-based, routine,

stable, detailed, low risk,

daily/hourly control

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Examples of decisions

Top

Middle

Operations

Site of new branch?

Merge with another company?

Set sales goals

Meeting targets?

Change/adapt to meet goals

Deal with exceptions

Customer credit OK?

Stock level OK?

Prices updated?