CC6052 Management Support Systems

Lecture 1:
Introduction to the module Who, when, where, how, what, why

CC6052 Management Support Systems Introduction and overview

What are Management Support Systems (MSS)?

Computer based information systems to support managers (at any level in an organisation) in one or more phases of the decision-making process

Other key terms:

Management Information System (MIS) MSS = MIS ? Decision Support System (DSS) MSS = DSS ?

Management Support Systems (MSS)

Management Information Systems (MIS) / Information Reporting Systems Decision Support Systems (DSS) Group Decision Support Systems (GSS or GDSS) Expert Systems (ES)

Artificial Neural Networks (ANN) and other technologies

Executive Information Systems (EIS) / Business Intelligence (BI) Knowledge Management Systems Content Management Systems (CMS)

Key concepts

System concepts
MIS, DSS, ES, EIS, BI, ...

Technology concepts
Database: Data warehouse, data mart, data mining, OLAP Other technologies: AI, ANNs, fuzzy logic, genetic algorithms, intelligent agents, mobile applications, augmented reality, content management systems

Key concepts

Management techniques
Balanced scorecard Key Performance Indicators (KPIs) Knowledge management What if? analysis

Optimisation ...

Key concepts

Functional business concepts

CRM (Customer Relationship Management)
http://www.businessdictionary.com/definition/customer-relationship-management-CRM.html

ERP (Enterprise Resource Planning)

http://www.businessdictionary.com/definition/enterprise-resource-planning-ERP.html

HRM (Human Resource Management)

http://www.businessdictionary.com/definition/human-resource-management-HRM.html

MRP (Materials Requirements Planning)

http://www.businessdictionary.com/definition/material-requirements-planning-MRP-MRP-I.html

SCM (Supply chain management)

http://www.businessdictionary.com/definition/supply-chain-management-SCM.html

Management decision-making

What do managers do?

Fayol (1916) identified 5 functions of management:

plan, organise, command, coordinate, control all linked by communication

Levels of management: strategic, tactical, operational Types of decision: unstructured, semi-structured, structured

Elements of decision-making
Planning Organising Command
develop a plan of action for the future providing resources to carry out activities maintaining activity among staff harmonising activities and effort verify against plans, instructions, standards Communication

Co-ordination Control

Levels of information

International
trade, financial transactions, rate of exchange

National
demographic: health, education provision

Corporate
organisation within market or industry

Department
meeting targets: production, sales, deadlines

Individual
personal salary, travel expenses

Layers of management
Directors (finance, personnel, sales, R&D)

Top
Middle

Heads of Branches Warehouse manager

Operations

Heads of Departments Warehouse foreman Chief clerk

Types of decision

Top
Middle

Long range/time scale, planning orientation, unstructured, unfamiliar, high risk

Control, set rules, meet plans/goals, some structured, most predictable

Operations

Structured, rule-based, routine, stable, detailed, low risk, daily/hourly control

Examples of decisions

Top
Middle

Site of new branch? Merge with another company? Set sales goals

Meeting targets? Change/adapt to meet goals Deal with exceptions

Operations

Customer credit OK? Stock level OK? Prices updated?