ITM 102 Lecture Notes - Lecture 2: Customer Service, E-Government, Social Business

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 102
• Professor: Bob Hudyma

Document Summary

Identifying customers: finance and accounting, creating financial statements, human resources, hiring employees. Management information systems (mis: serve middle management, provide reports on firm"s current performance, based on data from tps, provide answer to routine questions with predefined procedure for answering them, typically have little analytic capability. How management information systems obtain their data from the organization"s tps. Improved decision making: serve middle management, support non-routine decision making, example, what is the impact on production schedule if december sales doubled, may use external information as well tps/mis data, model driven dss, voyage-estimating systems, data driven dss. Intrawest"s marketing analysis systems: knowledge-driven dss, university admission dss, communication-driven dss, see collaboration management systems. Improved decision making: support senior management, address non-routine decisions, requiring judgement, evaluation, and insight. Incorporate data about external events (e. g. , new tax laws or competitors) as well as summarized information from internal mis and dss: example: digital dashboard with real-time view of firm"s financial performance.