1. This presentation was developed by Dr. Steven C
This presentation was developed by Dr. Steven C. Ross for use in MIS 320 classes at Western Washington University. Some of the material contained herein is © 2007, John Wiley & Sons, Inc. and other sources, as noted. All rights reserved.

2. Types of Information Systems
MIS 320
Types of Information Systems
Intro music is MURDER.WAV

3. Levels of the Organization
What are the four levels? Strategic management, tactical management, operational management, clerical
Do you agree with the author’s drawing?
* Figure 8.2 from Rainer, et al.

4. Levels of the Organization
What are the levels of the organization Western Washington University?
Concepts from military organizations
Line units – on the line of contact
Staff/support units – advise and assist line units
WWU, like most organizations, has both “line” and “support” units.
What are the line units at WWU?
What are some of the support units at WWU?
What are the four levels? Strategic management, tactical management, operational management, clerical
Do you agree with the author’s drawing?

5. Types of Information Source → Type ↓ Internal External Objective
Sales orders
Market demographics
Subjective
Sales forecast
Customer preferences
What’s the difference between objective and subjective information?
Give an example for each quadrant.
Internal/Objective: orders
External/Objective: demographics
Internal/Subjective: sales forecast
External/Subjective: customer preferences

6. Types of Information
Give examples of each type as it pertains to WWU ...
Source →
Type ↓
Internal
External
Objective
Subjective
What’s the difference between objective and subjective information?
Give an example for each quadrant.
Internal/Objective: orders
External/Objective: demographics
Internal/Subjective: sales forecast
External/Subjective: customer preferences

7. Information Flows Is there anything missing (maybe inward flow?)
Give examples of each:
Up: production values
Down: quotas
Horizontal: work in progress
Out: product information (e.g. pricing)
In: orders
* Graphic from Haag, et al.

8. Information Flows What information flows Into WWU? Out of WWU?
Downwards in WWU?
Upwards in WWU?
From one department to another in WWU?
From academic units to support units in WWU?
From support units to academic units in WWU?
Is there anything missing (maybe inward flow?)
Give examples of each:
Up: production values
Down: quotas
Horizontal: work in progress
Out: product information (e.g. pricing)
In: orders

9. Information Processing Tasks
Capturing information (input)
Conveying information (output)
Creating information (processing)
Cradling information (storage)
Communicating information (telecom)
What’s the difference between convey and communicate?
What’s the difference between capture and cradle?

10. On-Line Transaction Processing
Gathering input information
Processing that information
Updating existing information to reflect the gathered and processed information
Not all “TP” is “OL”
Batch processing
Input collected (on paper?) and processed all at once
Remote batch
OL input but batch processing
Supports efficiency
Accounting applications are often OLTP
Are there other types of TP that are not OL?
Batch processing
Remote batch (OL input, batch processing)

11. Transaction Processing at WWU
What transactions are processed at WWU?
Student
Faculty/staff
Support units
Supports efficiency
Accounting applications are often OLTP
Are there other types of TP that are not OL?
Batch processing
Remote batch (OL input, batch processing)

12. On-Line Analytical Processing
Manipulation of information to support decision making
Not all “AP” is “OL”
Daily status reports, printed or on-screen
Reports based on “data warehouse” data
Not real-time
Extracted at a specific point in time
Supports effectiveness
Many applications in Finance, Economics, Marketing, and Management are OLAP

13. Analytical Processing at WWU
What analysis of data is (should be) done at WWU?
Academic data
Support data
Supports effectiveness
Many applications in Finance, Economics, Marketing, and Management are OLAP

14. Transaction Processing Systems (TPS)
OLTP or OLAP?
TPS
Collect data
Enter into system
Process
Store
OLTP
Capture, Convey, Create, Cradle
Internal
Objective
Source data automation –
automated entry of data
* Figure 8.1 from Rainer, et al.

15. Customer Integrated Systems (CIS)
OLTP or OLAP?
OLTP
Capture, Convey, Create, Cradle, Communicate
Internal
Objective
How different from a TPS?
* Graphic from Haag, et al.

16. Transaction Processing and Customer-Integrated Systems at WWU
What transaction processing and customer-integrated systems have you encountered at WWU?
What data items are these systems collecting?
OLTP
Capture, Convey, Create, Cradle
Internal
Objective

17. Management Information Systems (MIS)
Also known as functional information system or functional area information system
Reports:
Routine
Ad-hoc
Exception
OLAP
Convey, Create
Internal
Objective
AKA reporting systems
Ways of characterizing reports:
Periodic vs. Ad Hoc
Detail vs. Summarized
Exception vs. All-Inclusive
Comparative vs. not
* Graphic from Haag, et al.

18. Management Information Systems at WWU
What information does the administration at WWU need to effectively operate the university?
Which of the data items you identified earlier can be compiled to provide (some of) this information?
What external data is needed?
OLAP
Convey, Create
Internal
Objective
AKA reporting systems
Ways of characterizing reports:
Periodic vs. Ad Hoc
Detail vs. Summarized
Exception vs. All-Inclusive
Comparative vs. not

19. Enterprise Resource Planning Systems
Planning, management, and use of all resources of the organization
Processes supported
Financial and accounting
Sales and marketing
Manufacturing and production
Human resources

20. Customer Relationship Management Systems
Designed to acquire and retain customers
“Treat different customers differently.”
Treat each customer individually
Point of contact: customer touch point
CRM applications:
Sales
Marketing
Customer service (see next slide)

21. CRM Applications for Customer Service
Technical and other information and services
Customized products and services
Tracking account or order status
Personalized web pages
Frequently asked questions (FAQs)
and automated response
Call centers

22. Customer Relationship Management Systems
* Graphic from Haag, et al.

23. Supply Chain Management Systems
Supply chain: “the flow of materials, information, money, and services from raw material suppliers through factories and warehouses, to the end customers.” (Rainer, et al., p. 255)
SCM is a type of IOS
Interorganizational [information] system

24. Supply Chains Flows: material, information, financial data
Three segments: upstream, internal, downstream
Upstream: tiers of suppliers
Downstream: multiple levels of customers
* Figure 8.3 from Rainer, et al.

25. Problems and Solutions in the Supply Chain
Main problem: Friction 
Uneven flows 
Inventory shortage or glut
Solutions
[Large] Inventory as a buffer
Information sharing
Vendor-managed inventory

26. Moving the Data in SCM/IOS
Electronic data interchange (EDI)
Communication standard that enables business partners to exchange information
Documents must be formatted to agreed-upon standards
Value-added network (VAN)
* Graphic from Haag, et al.

27. Moving the Data in SCM/IOS
Extranets
Link business partners over the Internet by providing access to selected areas of each other’s intranets
Company-centered
Industry-centered
Joint ventures

28. Interorganizational Systems for WWU and ???
If WWU were to have an IOS, with what other organization(s) would it connect?
If WWU were to have an IOS, what sort of data would be shared?
OLTP and OLAP
Communicate
Internal and External
Objective and Subjective

29. What’s Missing?
This discussion has covered many of the “business administration” types of information technology systems. Are there other types of systems that you might find in organizations? (Hint: have you seen other types of systems in the videos last week and today?)
Personal productivity and office automation
CAD/CAM
Process control
Manufacturing quality
ERP/MRP

30. Just because it can be done doesn’t mean it should be done.
Point to Remember
Just because it can be done doesn’t mean it should be done.

31. References
Haag, Cummings, and McCubbrey, Management Information Systems for the Information Age (5th Edition), McGraw-Hill Irwin, 2005.
Rainer, Turban, and Potter, Introduction to Information Systems: Supporting and Transforming Business, Wiley, 2007.