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INFORMATION SYSTEMS @ X
INFO420: Managing the IT Function
Managing Information Managing Information ResourcesResources
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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)
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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!
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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?
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
Four Types of InformationFour Types of InformationEnterprise Systems (operational)Data Warehouses (decision support)
Acxiom InfoBase
Paper and Electronic DocumentsInternal web pages
WWWBooks, articles
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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.
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
Data WarehousesData Warehouses
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
Data Warehouse Data Warehouse
Data Warehouse
ExternalData External
DataOperation
Data
OperationData
………
Reporting Analysis Spreadsheets Charts
““Sales”Sales”
““Acxiom”:Acxiom”:72 data points72 data points
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
Traditional Publishing vs. Modern ProcessTraditional Publishing vs. Modern Process
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
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
INFO420: Managing the IT Function
INFORMATION SYSTEMS @ X
Content Management Content Management
Source: Adapted from Chuck, Tueber, Dealing in Web Currency, Gartner EXP, 56 Top Gallant, Stamford, CT, June 2001.