01企业信息化概述

1、1南京理工大学机械工程学院工业工程系 NJUST Dep. Of Industrial Engineering企业信息化Enterprise Informatization2参考教材材：1.企业信息息化教程程韦沛文等等编编著清华大学学出版社社2.管理信息息系统精精要肯尼思C劳东编编著人民大学学出版社社3.Management Information Systems-ManagingtheDigitalFirm,12th Edition3本课程主主要内容容介绍企业业信息化化的基本本概念，企业信信息化整整体解决决方案、集成平平台，应应用实施施等内容容，使学学生掌握握企业信信息化相相关理论论，以及及

2、实施方方法和支支撑环境境等技术术，注重重企业远远景规划划、产品品发展、管理变变革信息息技术支支撑的良良好匹配配与协调调，以适适应未来来数字化化企业的的要求。4TheCourse HelpYou Learn NonroutineSkillsThis is thebest courseyouchoose forlearningthesefour keyskills.AbstractReasoningSystems ThinkingCollaborationAbility to Experiment5AbstractReasoningistheabilitytomake andmanipulate

3、models.Systems thinkingistheabilitytomodelthecomponentsofthesystem,toconnect theinputsand outputsamongthosecomponentsinto asensiblewholethatreflectsthestructure anddynamicsofthephenomenon.Youwillbeaskedtocritiquesystems;youwillbeaskedtocompare alternative systems; youwill be asked to apply different

4、systems to differentsituations.Allofthosetaskswillprepare youforsystemsthinkingasa professional.6Collaborationistheactivityoftwo or morepeople workingtogethertoachievea commongoal,result, or workproduct.Effective collaborationisntaboutbeingnice.Infact,surveysindicatethesingle mostimportant skill for

5、effectivecollaborationistogive andreceive critical feedback.Ability to ExperimentSuccessful experimentationisnotthrowingbucketsofmoneyateverycrazyidea thatenters yourhead.Instead,experimentationismakingareasonedanalysisofanopportunity,envisioningpotential solutions,evaluatingthosepossibilities,andde

6、velopingthemostpromisingones,consistentwith theresourcesyou have.78第1章 信息息系统概概述InformationSystemsinthe2010s9主要内容容1.1Perspectives on Information Systems1.2PositioningITtoOptimizePerformance1.3BusinessPerformanceManagementandMeasurement1.4Strategic Planning andCompetitiveModels1.5Why IT Is Importantto

7、Your Career,and IT Careers101.1PERSPECTIVES ON INFORMATION SYSTEMS1.1.1Informationinformationisknowledgederived fromdatainformationisdatapresentedina meaningfulcontext，rmationisdataprocessedbysumming,ordering,averaging,grouping,comparing,orothersimilar ope

8、rations.具有一定定意义和和相互联联系的事事实表达达。11data？dataisdefined as recorded facts or figures.原始、不不相关的的事实表表达，是是对客体体或事件件的测量量或观测测值。12Informationissubjective，that means onepersonsinformationmaybeanotherpersonsdata.Figure1-113数据和信信息的关关系信息是我我们对数数据的解解释，或或者说是是数据的的内在含含义。数据经过过处理、建立相相互关系系并给予予明确的的意义后后才成为为信息。14什么是知知识？是对信息息的推

9、理理、验证证。从中中得出系系统化的的规律、概念或或经验。知识按性性质分类类know-what，关于事事实方面面的know-why，事物的的客观原原理和规规律性方方面的，属于科科学方面面的know-how技巧、技技艺、能能力方面面的，属属于技术术方面的的know-who，特定的的社会关关系、社社会分工工和知道道者的特特长与水水平，属属于经验验与判断断方面的的。15前两种类类型的知知识和第第三种类类型知识识的一部部分就属属于可编编码化的的知识，一般较较易获得得，第三三种知识识的另一一部分和和第四种种类型知知识一般般属于隐隐含性知知识与判判断类知知识即“意会知知识”，一般难难以获得得和掌握握。什么是

10、智智慧？16数据管理理：对客观对对象的表表达、识识别和检检测。信息管理理：从技术术层进行行数据的的存储、传输、显示使使之发生生增值等等处理过过程。知识管理理：利用知知识的获获取方法法（如数数据挖掘掘技术）与管理理领域知知识相结结合进行行的创新新。17Allinformationisnot equal:Some information is betterthan other information.1.1.2TheCharacteristics of GoodInformationFigure1-218AccurateAccuracyiscrucial;managersmust be ablet

11、orelyontheresultsoftheirinformationsystems.TheISfunctioncan developabadreputationintheorganization if asystem is known to produceinaccurateinformation.Insucha case, theinformationsystembecomesa waste of timeand money.Donotbemisledbya well-formatted report,orafancyquery,and activegraphics.Whenyoubegi

12、ntouse anew information system,beskeptical.Cross-checktheinformationyou arereceiving.19TimelyGood information istimelyproducedintimeforits intended use.Amonthly reportthat arrives6weekslate is mostlikely useless. An information systemthat tells younottoextend credittoa customer after youhave shipped

13、the goods is unhelpfulandfrustrating. Noticethat timelinesscan be measured againstacalendarYouneedtogive appropriate andrealistictimelinessneeds.Insomecases,developingsystems thatprovideinformationinnear realtimeismuch moredifficult andexpensivethanproducinginformationafewhourslater. If youcanget by

14、 withinformationthatisa fewhoursold, saysoduringthe requirementsspecification phase.20Consideranexample.Suppose youwork in marketingandyou needtobeabletoassessthe effectivenessofnew onlineadprograms.You wantaninformationsystem thatnot onlywilldeliver adsover theWeb, butthat alsowillenableyou to dete

15、rminehowfrequentlycustomersclickonthoseads.Determiningclickratiosinnearreal timewillbevery expensive;saving thedata in abatchand processingitsomehourslaterwill be mucheasier andcheaper.Ifyoucan livewithinformationthat is aday or twoold, thesystemwillbeeasierand cheapertoimplement.21RelevantInformati

16、onshouldberelevantboth to thecontext andtothesubject.Consideringcontext,you,theCEO,need information thatissummarizedtoanappropriatelevelforyourjob. Alistofthehourly wageofeveryemployeeinthe companyisunlikelytobeuseful.More likely,you needaveragewage information by departmentordivision.22Just BarelyS

17、ufficientInformationneedstobesufficientforthe purposefor which it is generated,butjust barelyso. We liveinaninformationage;oneofthe critical decisionsthat eachofushas to makeeachdayiswhatinformationtoignore. Thehigheryou riseintomanagement,themoreinformationyouwillbegiven,and,because there is onlyso

18、muchtime,themoreinformationyouwillneed to ignore.So, information shouldbesufficient,butjustbarely.23WorthItsCostInformationisnotfree.Thereare costs fordeveloping an information system,costsofoperating andmaintainingthat system,and costs of yourtimeandsalary forreading andprocessing theinformationthe

19、system produces.Forinformationtobeworthitscost, an appropriate relationshipmust exist betweenthe costofinformationand itsvalue.Informationsystems shouldbesubject to thesame financialanalysestowhichotherassetsare subjected.24信息的基基本特征征真实性。真实性性是信息息的第一一性，不不符合事事实的表表述没有有价值。(2)增值性。信息的的增值性性即指人人们通过过利用信信息，可可以

20、获得得效益。可以从从时间、内容和和形式三三个维度度，确定定人们对对信息的的需求，从而来来确定信信息的价价值。准确性衡量信息息的真实实性的程程度相关性衡量信息息是否能能很好地地反映用用户所关关心事物物运动的的状态和和方式，使用户户通过信信息把握握或控制制事物的的发展完整性衡量信息息所包含含的内容容是否完完整地反反映用户户所关心心事物运运动的状状态和方方式。信息息的表现现形式有有多种，例如表表格、图图形、文文字等，而图形形又分多多种。而而选择表表现形式式需要考考虑维清清晰性和和详尽性性。同样样一种信信息，选选择的表表现形式式不同，信息产产生的价价值也会会不同。及时性反映信息息是否能能及时提提供给相

21、相关的用用户，新颖性则测量信信息是否否是及时时更新的的。25（3）抽象性性必须区分分信息的的载体与与内容，信息有有可能在在不同的的载体之之间转化化与传递递。需要要注意的的是，人人们往往往将主要要注意力力集中在在信息的的载体（例如计计算机网网络的建建设）或或技术手手段上，而忽略略了信息息的内容容。（4）不对称性性由于各种种原因的的限制（如专业业知识、市场需需求、制制作技术术等），在市场场中交易易的双方方所掌握握的信息息是极不不相等的的，买卖卖双方掌掌握信息息的程度度各有不不同，这这就形成成了信息息的不对对称。26（5） 滞后后性信息滞后后于数据据。信息息的滞后后时间包包括信息息的间隔隔时间和和加

22、工时时间。信息的间间隔时间间是指获获取同一一信息的的必要间间隔时间间。信息的加加工时间间是指获获取某信信息由数数据加工工所需要要的加工工时间。管理信息息系统的的一个基基本目标标就是要要缩短数数据的加加工时间间。27（6） 有效效性信息的增增值性只只表现在在一定的的时间内内。过了了这个时时期，信信息就不不会产生生效益，即信息息的有效效性。信息如同同一种产产品，具具有其生生命周期期。信息息的生命命周期即即指信息息从产生生、收集集、加工工、传输输、使用用到失效效的全过过程。28（7） 共享享性信息不同同于与其其他物质质资源，它具有有共享性性，不具具有独占占性，在在同一时时间可以以为多人人所掌握握。这

23、种种共享是是一种非非零和的的共享，即共享享的诸方方受益、受损是是不确定定的，各各方因同同一信息息而获得得的增值值并不等等于少数数方独占占该信息息所获得得的增值值。29（8） 可扩扩散性信息的可可扩散具具有两种种效应：正效应是是利于知知识的扩扩散，节节省人力力、资金金等资源源的消耗耗；负效应造造成信息息的贬值值，不利利于信息息的保密密。要注重信信息的保保密性，减少信信息的扩扩散的负负效应。在企业业内部，要充分分利用信信息的共共享性，在信息息有效的的时间内内，在内内部快速速扩散，对外部部则应该该抑制信信息扩散散的负效效应。30（9） 信息息的粒度度（granularity）粒度用来来度量信信息的详

24、详细程度度。为信息的的使用者者提供不不同粒度度的信息息有助于于他们能能更好地地把握事事物运动动的状态态和方式式。柳州产品品 系列列 产品品组 规格格F5M42地区区 国外外 国内内 大区区 省份份 城市市时间间 年-季-月-周-日4G63 MPI4G64R5M214G63 CARB上海广州一季二季三季四季销售量沈阳长春福州1.1.3InformationSystems andInformationTechnology:Core ConceptsAninformationsystem(IS)collects,processes,stores, analyzes,anddistributesinf

25、ormationfor aspecificpurposeorobjective.Input.Dataandinformationaboutbusinesstransactions arecapturedorcollectedbypoint-of-sale(POS)scannersandWeb sites andreceivedbyotherinputdevices.Processing.Data is transformed,converted, andanalyzedforstorageortransfertoanoutputdevice.Output. Data, information,

26、reports,andsoonare distributed to digitalscreensorhardcopy(paper),sent as audio,ortransferredtootherISsvia communicationnetworks.Feedback.Afeedbackmechanismmonitorsand controls operations.3132Management Information Systems(MIS)thedevelopmentand useofinformationsystems thathelpbusinesses achievetheir

27、goalsand objectives. Thisdefinitionhasthreekey elements:developmentanduse,informationsystems,andbusinessgoalsandobjectives.33InformationSystem(IS)isanassemblyofhardware,software, data, procedures, andpeoplethatproducesinformation.Five ComponentsofanInformationSystem34Figure1-435Thesefive componentsa

28、re symmetrical.Theoutermost components, hardware andpeople, areboth actors;theycantakeactions.Thesoftwareand procedurecomponents areboth setsofinstructions:Softwareisinstructionforhardware, andprocedures areinstructionsfor people.Finally,data is thebridgebetweenthecomputersideontheleftandthe human s

29、ideonthe right.Now, whenweautomateabusinessprocess,wetake workthatpeopleare doing by followingprocedures andmove it so thatcomputers willdothatwork,followinginstructions in thesoftware.Thus,the processofautomationisa processofmoving workfromtherightsidetotheleft.36A business is notalive,and it canno

30、tact. It is thepeoplewithin abusinesswho sell, buy,design,produce,finance,market, account, andmanage. So,informationsystems exist to helppeople whowork in abusinesstoachievethegoalsand objectivesofthatbusiness.37BusinessProcessesInformationProcessing ActivitiesBusinessValueManagement ActivitiesSuppl

31、yChainManagementEnterpriseManagementCustomerManagementKnowledgeManagementDataCollectionandStorageTransformationIntoBusinessSystemsDisseminationPlanningCoordinatingControllingModelingandDecisionMakingFirmProfitabilityandStrategicPositionA Business Perspective on Information SystemsFigure1-538Informat

32、ionsystems aremore thancomputersORGANIZATIONSTECHNOLOGYMANAGEMENTINFORMATION SYSTEMSFigure1-639ORGANIZATIONSInformationsystems areanintegralpart of organizations. Thekeyelementsofanorganization areitspeople,structure, business processes,politics, andculture.Organizations arecomposedofdifferentlevels

33、 andspecialties.Expertsareemployedand trainedfor differentfunctions. Themajorbusinessfunctionsperformed by business organizations, consistofsalesand marketing,manufacturingandproduction,financeandaccounting,and human resources.40Anorganizationcoordinatesworkthrough astructuredhierarchyand throughits

34、 business processes.The hierarchyarrangespeopleinapyramid structureofrisingauthority andresponsibility.The upper levelsofthehierarchy consistofmanagerial,professional,andtechnical employees,whereasthelowerlevels consistofoperationalpersonnel.41Most organizations business processesinclude formalrules

35、that havebeendevelopedovera longtimeforaccomplishingtasks.Theserulesguideemployees in avarietyofprocedures.Many business processesareincorporated intoinformationsystems.Organizations requiremanydifferentkindsofskills andpeople. In addition to managers,knowledgeworkersdesignproductsorservicesand crea

36、tenewknowledge,anddataworkers processthe organizations paperwork.Productionorservice workersactuallyproducetheorganizationsproductsorservices.Each organizationhasauniqueculture,orfundamentalset of assumptions,values, andways of doing things,thathasbeenacceptedbymost of itsmembers.Partsofanorganizati

37、onsculture canalwaysbefoundembeddedinits information systems.42MANAGEMENTManagementsjob is to makesenseout of themany situationsfacedbyorganizations,makedecisions, andformulateaction plans to solve organizational problems.Managersallocatethehumanand financialresourcestocoordinatetheworkandachievesuc

38、cess.Butmanagersmustdomore thanmanage whatalreadyexists. Theymustalso createnewproductsand services.A substantial partofmanagementresponsibilityiscreativework drivenbynewknowledge andinformation.Informationtechnologycanplaya powerful roleinredirectingand redesigning theorganization.43Managerial role

39、s anddecisionsvaryatdifferentlevels of theorganization.Seniormanagersmake long-rangestrategic decisionsaboutwhat products andservicestoproduce.Middlemanagerscarryoutthe programs andplansofseniormanagement.Operationalmanagersareresponsiblefor monitoringthe firmsdailyactivities.Each level of managemen

40、thas differentinformationneedsandinformationsystem requirements.44TECHNOLOGYInformationtechnology is oneofmany tools managers usetocope withchange.ComputerhardwareSoftwarestorage technologyCommunicationstechnology45TheInternethascreateda new“universal”technology platform on which to build allsortsof

41、newproducts, services,strategies,andbusinessmodels.This sametechnologyplatformhasinternaluses,providingthe connectivitytolink differentsystems andnetworkswithinthe firm. Internal corporatenetworksbasedonInternettechnology arecalledintranets. Privateintranets extended to authorizedusersoutsidetheorga

42、nization arecalledextranets, andfirmsusesuchnetworkstocoordinate their activitieswithotherfirmsformaking purchases,collaboratingondesign, andotherinterorganizational work.46InformationTechnology (IT)referstoall of thecomputer-basedinformationsystems usedbyorganizationsandtheirunderlyingtechnologies（

43、theproducts, methods, inventions, andstandardsthatareusedforthe purposeofproducing information.）Informationtechnologiesand systemsare revolutionizingtheoperation of firms,industries ,andmarkets.ThebusinessvalueofITisdeterminedisdetermined by therelationships among ISs,people,andbusinessprocessesallo

44、fwhichareinfluencedstronglybyorganizationalculture.47Major Capabilities of ISs and Supported Business Objectives Perform high-speed, high-volume, numerical computations Provide fast, accurate communication and collaboration unrestricted by time and location Store huge amounts of information that is

45、accessible via private networks and the Internet Automate semiautomatic business processes and manually done tasks. Enable automation of routine decision making and facilitate complex decision making IS capabilities support these business objectives: Improve productivity (productivity is a measureme

46、nt or the ratio of inputs to outputs) Reduce costs and waste Improve the ability to make informed decisions Facilitate collaboration Enhance customer relationships Develop new analytic capabilities Provide feedback on performance4849CONTEMPORARYAPPROACHESTOINFORMATIONSYSTEMSTechnicalApproachesBehavi

47、oralApproachesManagementScienceOperationsResearchSociologyEconomicsComputerSciencePsychologyThetechnical approach to information systemsemphasizesmathematicallybasedmodels to study information system.Computerscience is concernedwith establishingtheoriesofcomputability,methods of computation,andmodel

48、s of efficientdata storageand access.Management scienceemphasizesthedevelopmentofmodels fordecision-makingand managementpractices.Behavioral issuesinclude strategicbusinessintegration,design,implementation,utilization, andmanagement.Operations research focusesonmathematical techniquesfor optimizings

49、electedparametersoforganizations,such as transportation,inventorycontrol, andtransactioncosts.1.2PositioningITtoOptimizePerformanceDuringthe 2010s ,managersare exploringnewstrategiestoimprove business performance,orprofitability.Oneapproachistodeveloptheagilityneededtoidentifyand captureopportunitie

50、smore quicklythanrivals.Organizations canbenefit fromopportunitiesmade possible by highperformancemobile devicesand high-speedmobile telecommunication networks.Examplesarethe 3Gand4Gnetworks of cellular serviceproviders.Mobiletechnologyhastorndown thewallsbetween ourbusiness,professional,andpersonal

51、lives.50Organizations dependonITtobeable to adapt to marketconditions andgain acompetitiveedge.Thatcompetitiveadvantageisshort-livedifcompetitorsquicklyduplicateit. No advantageisvery long-lasting.Therefore,companiesneedtoupgrade,develop,and/ordeploy newISstoremain in thecompetitivegame.Duringthe la

52、stdecade,companieswereadaptingtosocialnetworking,and becameextensions of businessestoreachcustomers,prospects, andbusinesspartners.51A business model is amethod of doing business by which acompanycangeneratesalesrevenueandprofit to sustainitself.Themodelspells outhowthe companycreatesoradds value in

53、 terms of thegoodsorservicesthecompanyproduces.Some modelsareverysimple. Forexample,Applemakesandsellscellphonesand generatesprofitfromthesesales.Onthe other hand, aTVstationprovidesfree broadcasting.Its survival dependsonacomplex model involvingfactors suchasadvertisersand contentproviders.52A comp

54、rehensivebusinessmodeliscomposedofthesesixelements:1.A description of allproductsandservicesthe business willoffer2.A description of thebusinessprocess required to makeand deliverthe products andservices3.A description of thecustomerstobeserved andthecompanys relationshipswiththesecustomers, includi

55、ngwhat constitutes value fromcustomersperspective(customersvalueproposition)53A comprehensivebusinessmodeliscomposedofthesesixelements:4.A listofthe resourcesrequiredandthe identification of which onesare available,whichwillbedevelopedin-house, andwhichwill needtobeacquired5.A description of theorga

56、nizationssupplychain, includingsuppliersand other business partners6.A description of therevenuesexpected(revenuemodel), anticipated costs,sources of financing,and estimatedprofitability (financial viability)541.3BusinessPerformanceManagementandMeasurementPerformanceismeasuredbyhowwellthosegoalsando

57、bjectivesaremet.Despite howsimplethissounds, measuringbusiness(ororganizational) performance is extremelychallenging.Howdoyou manageperformance?Assume thatacompanysgoalsare increasedsalesandimprovedcustomerloyalty.Salesrevenueisa rathereasy-to-calculatequantitativemetric.Incontrast,customerloyaltyis

58、a qualitative metricandprobablyhas alonger timedimension.Youcan immediately knowhow muchcustomers havepurchased on aparticularday, butnothow manycustomers youvelost thatday.55Inordertomanageperformance, twofundamentalrequirementsare:（1）Beingable to measure. Youcannotmanage whatyou cannotmeasure.Stat

59、edinreverse,ifyou cannotmeasure aprocess,you cannotmanageorcontrolit.Tobereliable, “measuring” needs to be fact-basedand/or data-driven.Otherwise, managers aremakingdecisions based on conditionsofuncertainty. Themore accurate andtimelythe data, thebetterthe abilitytomeasure.56（2）Knowing thatyourindi

60、catorismeasuring therightthing. Measuringperformancerequires:Identifyingthemostmeaningful measures of performanceBeingable to measurethemcorrectlySelectingthe setofmeasuresthat provides aholisticindicator of total business performanceIdentifyingwhoshould receivethe reportsand in whattimeframe57Perfo