Managing Information Resources

1. Managing Information Resources

2. This section… Identifies problems in managing data and approaches for management Discusses how technology Explores various types of information that companies need to manage Provides guidelines to management of knowledge (key organizational asset)

3. Introduction IS continually manages new forms of information resources Corporate databases Documents (electronic or paper) and Web content Knowledge management…expertise and experience Data—Information—Action!

4. Managing Data Data management Structured way data is represented, stored and retrieved for use. Database management systems (DBMS) are the main tool for managing corporate data Over time, a number of models have emerged (are emerging) for data management. Relational model Object Oriented model Document management increasingly important

5. Issues in managing corporate data Inconsistent Data Definitions Proliferation of databases / redundant data Data availability Data security Data integrity

6. Getting Corporate Data into Shape Role of Data Administration Administering databases and software that manages them to provide accurate and timely information to users Ensuring appropriate use of data Most concerning: Customer Creating, managing and communicating standard definitions Maintaining the corporate data dictionary Assuring quality

7. IHOP case • What is the major data quality issue faced byOrganization? • Why does Organizationhave this issue? • What business problems did the data quality problem cause? • What does ‘one version of the truth’ mean?

8. Managing Information Once enterprises get their data into shape, that data can more easily be turned into information “Information is power”: Mission: Put the right information, in the right hands, at the right time, in the right format

9. Managing Information cont’d Four Types of Information Internal record-based information—original focus of IS and most used in organizations Found in databases Internal document-based information Reports, emails, proposals, contracts External record-based information Acquisition from external databases External document-based information World-Wide-Web Articles, books from a library

10. Four Types of Information Enterprise Systems (operational) Data Warehouses (decision support) Acxiom InfoBase WWW Books, articles Paper and Electronic Documents Internal web pages

11. Information management solutions • Enterprise resource planning systems • Data warehouses and business intelligence • Electronic document management • Content management

12. Enterprise Resource Planning ERP provides the means to consolidate data to give management a corporate-wide view of operations Functional integration Single repository of data supporting functional areas Standardized data definitions a must… “table stakes” But … too complex and not designed for reporting and analysis

13. Scenario • The marketing department at the Bank of Nova Scotia wants to execute a marketing campaign aimed at increasing the loyalty of the banks best customers (those with portfolios more than $500,000). The analysts wants find the following information. • Identify those customer that have more than $500,000 in loans, deposits and investments who have responded to at least one previous marketing campaign. • Send a letter to each customer, offering a new investment product at a preferred rate • Determine who responded to the marketing offer by purchasing the investment product during the bank’s 3rd fiscal quarter

14. Scenario - Systems Banking Systems Marketing System Loan System Investment System Deposit System Marketing System Loan & Customer data Investment & Customer data Deposit & Customer data Marketing & Customer data • Questions: • How would the marketer find out who has a portfolio more than 500,000 in loans, deposits and investments? • What do you think the impact on the banking systems would be when running queries? • Which system should supply customer data for addressing letters to best customers • How would the marketer determine who responded to their offer and when?

15. The Answer • In reality, this scenario could not be carried out without some form of data warehouse because: • Queries would take days or weeks to create and perfect. • The technical skills and knowledge required to construct the queries would require a team, not just one individual. • Queries performance would be excruciatingly slow (days?) • Performance of operational systems would be adversely impacted • There would be numerous data integrity issues to overcome.

16. Data Warehouses

17. … … … Analysis Spreadsheets Charts Reporting Data Warehouse ExternalData OperationData ExternalData OperationData Data Warehouse “Acxiom”: 72 data points “Sales”

18. Electronic Document Management Documents more pervasive and fundamental than anything else in an organization. Paper still plays a major role in most enterprises Need to move seamlessly between digital and print Electronic document management (EDM) uses new technologies for document management to produce significant impacts Business process redesign Quality improvement

19. Traditional Publishing vs. Modern Process

20. Electronic Document Management Use of technology to support processes generates significant business value (transaction) Reducing physical space Faster routing Managing and tracking work flow and load New (info based) products and services

21. Content Management Corporate intranets (Web content) now replace print documents Necessary to support scale of e-business operations Automation of content Content is no longer static, but interactive

22. Content Management cont’d To create a content management strategy, companies need to understand the three phases of content Managing content creation and acquisition Content administration and safeguarding Content deployment and presentation

23. Content Management Source: Adapted from Chuck, Tueber, Dealing in Web Currency, Gartner EXP, 56 Top Gallant, Stamford, CT, June 2001.