Académique Documents
Professionnel Documents
Culture Documents
Managers – IS01
Chapters Covered :
Chapter 11 : Enterprise Systems
Chapter 12 : Management Support Systems
Chapter 13 : Intelligent Information Systems
Recap of previous classes
E-commerce, it’s Advantages
– Better relationships with suppliers, customers, business partners
– Price transparency
– Round the clock and globe operations
– Gathering information on potential customers
– Increasing customer involvement
– Improving customer service
– Increasing flexibility and ease of shopping
Sales
- Cost of goods
sold
Gross margin
- Expenses
Net income
Global Information Systems: An Overview
• Global information system (GIS)
– Information system that works across national
borders
– Facilitates communication between headquarters and
subsidiaries in other countries
– Incorporates all the technologies and applications
found in a typical information system
– Stores, manipulates, and transmits data across
cultural and geographic boundaries
BUILDING SUCCESSFUL INFORMATION SYSTEMS
• SDLC method for developing information
systems.
• Tasks involved in the planning phase.
• Tasks involved in the requirements gathering &
analysis phase.
• Tasks involved in the design phase.
• Tasks involved in the implementation phase.
• Tasks involved in the maintenance phase.
CHAPTER 11
ENTERPRISE SYSTEMS
Chapter 11 Enterprise Systems
L e a r n i n g o u t c o m e s of this chapter
MANAGEMENT SUPPORT
SYSTEMS
Chapter 12 Management Support Systems
L e a r n i n g o u t c o m e s for this
chapter
LO1 Define types of decisions and phases of the
decision-making process in a typical organization.
LO2 Describe a decision support system.
LO3 Explain an executive information system’s
importance in decision making.
LO4 Describe group support systems, including
groupware and electronic meeting systems.
LO5 Summarize uses for a geographic information
system.
LO6 Describe guidelines for designing a management
support system.
L07 Summary
Types of Decisions in an Organization
• Structured decisions
– Well-defined standard operating procedure exists
– Also called programmable tasks
– Can be automated
• Semistructured decisions
– Not as well-defined by standard operating procedures
– Include a structured aspect that benefits from
information retrieval, analytical models, and
information systems technology
Types of Decisions in an Organization (cont’d.)
• Unstructured decisions
– Unique; typically one-time decisions
– Do not rely on standard operating procedure
– Decision maker’s intuition plays the most important
role
– Information technology offers little support for these
decisions
• Management support systems (MSSs)
– Different types of information systems have been
developed to support certain aspects and types of
decisions
Phases of the Decision-Making Process
• Herbert Simon
– Winner of the 1978 Nobel Prize in economics
INTELLIGENT
INFORMATION SYSTEMS
Chapter 13 Intelligent Information Systems
L e a r n i n g o u t c o m e s of this chapter
LO1 Define artificial intelligence and explain how these technologies
support decision making.
LO2 Explain an expert system, its applications, and its components.
LO3 Describe case-based reasoning.
LO4 Summarize types of intelligent agents and how they’re used.
LO5 Describe fuzzy logic and its uses.
LO6 Explain artificial neural networks.
LO7 Describe how genetic algorithms are used.
LO8 Explain natural language processing, its advantages and
disadvantages.
LO9 Summarize the advantages of integrating AI technologies into
decision support systems.
What Is Artificial Intelligence?
• Artificial intelligence (AI)
– Consists of related technologies that try to simulate
and reproduce human thought and behavior
– Includes thinking, speaking, feeling, and reasoning
• AI technologies
– Concerned with generating and displaying knowledge
and facts
What Is Artificial Intelligence? (cont’d.)
• Knowledge engineers try to discover “rules of
thumb”
– Enable computers to perform tasks usually handled
by humans
• Capabilities of these systems have improved in
an attempt to close the gap between artificial
intelligence and human intelligence
AI Technologies Supporting Decision Making
• Decision makers use information technologies in
decision-making analyses:
– What-is
– What-if
• Other questions:
– Why?
– What does it mean?
– What should be done?
– When should it be done?
Applications of AI Technologies
Robotics
• Some of the most successful applications of AI
• Perform well at simple, repetitive tasks
• Currently used mainly on assembly lines in
Japan and the United States
• Cost of industrial robots
• Some robots have limited vision
Robotics (cont’d.)
• Honda’s ASIMO
– One of the most advanced and most popular robots
– Works with other robots in coordination
• Personal robots
– Mobility, limited vision, and some speech capabilities
• Robots have some unique advantages in the
workplace compared with humans
Expert Systems
• One of the most successful AI-related
technologies
• Mimic human expertise in a field to solve a
problem in a well-defined area
• Consist of programs that mimic human thought
behavior
– In a specific area that human experts have solved
successfully
• Work with heuristics
An Expert System Configuration
Uses of Expert Systems
• Airline industry
• Forensics lab work
• Banking and finance
• Education
• Food industry
• Personal management
• Security
• US Government
• Agriculture
Criteria for Using Expert Systems
• Human expertise is needed but one expert can’t
investigate all the dimensions of a problem
• Knowledge can be represented as rules or
heuristics
• Decision or task has already been handled
successfully by human experts
• Decision or task requires consistency and
standardization
• Subject domain is limited
• Decision or task involves many rules and
complex logic
• Scarcity of experts in the organization
Criteria for Not Using Expert Systems
• Very few rules
• Too many rules
• Well-structured numerical problems are involved
• Problems are in areas that are too wide and
shallow
• Disagreement among experts
• Problems are solved better by human experts
Advantages of Expert Systems
• Never becomes distracted, forgetful, or tired
• Duplicates and preserves the expertise of scarce
experts
• Preserve the expertise of employees who are
retiring or leaving an organization
• Creates consistency in decision making
• Improves the decision-making skills of
nonexperts
Case-Based Reasoning
• Problem-solving technique
• Matches a new case (problem) with a previously
solved case and its solution stored in a database
• If there’s no exact match between the new case
and cases stored in the database:
– System can query the user for clarification or more
information
• If still no match found:
– Human expert must solve the problem
Intelligent Agents
• Bots (short for robots)
• Applications of artificial intelligence are
becoming more popular
– Particularly in e-commerce
• Consist of software capable of reasoning and
following rule-based processes
• Characteristics: • Web marketing
– Collects information about
– Adaptability customers, such as items
– Autonomy purchased, demographic
information, and expressed and
– Collaborative behavior implied preferences
– Human-like interface • “Virtual catalogs”
– Mobility – Display product descriptions
based on customers’ previous
– Reactivity
experiences and preferences
Shopping and Information Agents
• Help users navigate through the vast resources available on
the Web
• Provide better results in finding information
• Examples:
– PriceScan
– BestBookBuys.com
– www.mysimon.com
– DogPile
• Searches the Web by using several search engines
• Eliminates duplicate results
Personal Agents
• Agents perform specific tasks for a user
• Such as:
– Remembering information for filling out Web forms
– Completing e-mail addresses after the first few characters
are typed
Data-Mining Agents
• Work with a data warehouse
• Detect trend changes
• Discover new information and relationships among
data items that aren’t readily apparent
• Having this information early enables decision makers
to come up with a solution that minimizes the
negative effects of the problem