Information Needs in Service Systems - A Framework for Integrating Service and Manufacturing Business Processes

2011 ◽  
Author(s):  
Jo Becker ◽  
Daniel Beverungen ◽  
Ralf Knackstedt ◽  
Martin Matzner ◽  
Oliver Mu
Keyword(s):  
Information Needs ◽  
Business Processes ◽  
Service Systems

Dynamic Capabilities of Decision-oriented Service Systems

2021 ◽  
pp. 957-984
Author(s):  
Rainer Schmidt ◽  
Michael Möhring ◽  
Alfred Zimmerman
Keyword(s):  
System Architecture ◽  
Dynamic Capabilities ◽  
Business Processes ◽  
Service Systems ◽  
Technological Capabilities ◽  
Information System Architecture ◽  
New Class ◽  
Strategic Goals ◽  
Computing Environments ◽  
Oriented Approach

A new class of information system architecture, decision-oriented service systems, is spreading more and more. Decision-oriented service systems provide services that support decisions in business processes and products based on the capabilities of cloud-computing environments. To pave the way for the creation of design methods of business processes and products based on decision-oriented service systems, this article introduces a capability-oriented approach. Starting from technological capabilities, more abstract operational and dynamic capabilities are created. The framework created is based on an integrated conceptualization of decision-oriented service systems that allows capturing synergetic effects. By creating the framework, the gap between the technological capabilities of technologies and the strategic goals of enterprises shall be narrowed.

PROQRASS: A PROCESS-BASED APPROACH TO QUALITY REQUIREMENTS ANALYSIS FOR SERVICE SYSTEMS

2013 ◽  
Vol 23 (07) ◽  
pp. 943-962
Author(s):  
YE WANG ◽  
XIAOHU YANG ◽  
XINYU WANG ◽  
ALEKSANDER J. KAVS
Keyword(s):  
Business Process ◽  
Business Processes ◽  
Systematic Approach ◽  
Requirements Analysis ◽  
Service Systems ◽  
Process Models ◽  
Functional Requirements ◽  
Quality Requirements ◽  
Business Process Models ◽  
Equity Trading

Satisfying quality requirements for service systems is quite crucial and challenging. However, there is a gap between quality requirements analysis and quality requirements design in service systems. In order to bridge this gap, we provide a systematic approach — ProQRASS — to model and analyze quality requirements of services based on business processes, which are frequently used to model services. ProQRASS consists of five steps: (1) constructing business process models; (2) associating quality requirements with functional requirements of services in business process models; (3) identifying potential conflicts and cooperation among quality requirements; (4) filtering out false conflicts and cooperation; (5) resolving conflicts among quality requirements. We illustrate ProQRASS through an equity trading service system. We also evaluate its capability through the comparison with other approaches and conduct a usability investigation involving industrial experts. The result shows that ProQRASS is effective and useful.

scholarly journals Perancangan Sistem Informasi Administrasi pada Perusahaan Jasa Penyaluran Tenaga Kerja ke Luar Negeri: Studi Kasus pada PT XYZ

2011 ◽  
Vol 2 (2) ◽  
pp. 937
Author(s):  
Tanty Oktavia
Keyword(s):  
Information System ◽  
Labor Supply ◽  
User Interfaces ◽  
Information Needs ◽  
Business Processes ◽  
Design Method ◽  
Current System ◽  
Analysis And Design ◽  
Foreign Countries ◽  
Methods Analytical

Running the business process of labor supply is not easy since it involves several parties, and n supported by elements of the documents obtained from internal and external parties. PT XYZ as a company dealing with labor supply service to foreign countries has not had any competent information systems in supporting its business processes. Therefore, this research is expected to produce a draft of information system and database applications that can support the administrative activities of labor supply of the company. The research used both analysis and design methods. Analytical method includes survey of the current system done by observation, interviews, identification of the information needs of the survey results and identification of system requirements. The design method consists of designing a model system using UML notation, designing databases and user interfaces for supporting applications. The information system applications resulted in this research can be a competitive advantage in marketing their employment services and improve business processes of PT XYZ.

ERP and the Best-of-Breed Alternative

2011 ◽  
pp. 1420-1425
Author(s):  
Joseph Bradley
Keyword(s):  
Enterprise Resource Planning ◽  
Information Needs ◽  
Business Processes ◽  
Resource Planning ◽  
Software Systems ◽  
Erp Systems ◽  
Erp System ◽  
Business Press ◽  
Single Vendor ◽  
Erp Software

Enterprise resource planning (ERP) systems are off-theshelf software systems that claim to meet the information needs of organizations. These systems are usually adopted to replace hard-to-maintain legacy systems developed by IS departments or older off-the-shelf packages that often provided only piecemeal solutions to the organization’s information needs. ERP systems evolved in the 1990s from material requirements planning (MRP) systems developed in the 1970s and manufacturing resources planning (MRPII) systems developed in the 1980s. ERP systems serve the entire organization, not just material or manufacturing planning. One advantage of ERP is that it integrates all the information for the entire organization into a single database. Implementation of ERP systems has proven expensive and time consuming. Failed and abandoned projects have been well publicized in the business press. ERP systems are “expensive and difficult to implement, often imposing their own logic on a company’s strategy and existing culture” (Pozzebon, 2000, p. 105). Most firms utilize a single software vendor for the complete ERP system throughout their organizations. The integrated nature of ERP software favors this single-vendor approach. An alternative strategy adopted by some firms is the best-of-breed approach, where the adopting organization picks and chooses ERP functional modules from the vendor whose software best supports its business processes. Organizations adopting best of breed believe that this approach will create a better fit with existing or required business processes, reduce or eliminate the need to customize a single-vendor solution, and reduce user resistance. Jones and Young (2006) found that 18% of companies used this approach to select ERP software packages. This article examines what the best-of-breed strategy is, when it is used, what advantage adopting companies seek, examples of best-of-breed implementations, and differences in implementation methods.

What Role is "Business Intelligence" Playing in Developing Countries? A Picture of Brazilian Companies

2010 ◽  
pp. 1846-1866
Author(s):  
Maira Petrini ◽  
Marlei Pozzebon
Keyword(s):  
Decision Making ◽  
Developing Countries ◽  
Business Intelligence ◽  
Information Needs ◽  
Business Processes ◽  
Developed Countries ◽  
It Use ◽  
Decision Making Processes ◽  
Technological Platform ◽  
Available Information

Constant technological innovation and increasing competitiveness make the management of information a considerable challenge, requiring decision-making processes built on reliable and timely information from internal and external sources. Although available information increases, this does not mean that people automatically derive value from it. After years of significant investment to establish a technological platform that supports all business processes and strengthens the operational structure’s efficiency, most organizations are supposed to have reached a point where the implementation of information technology (IT) solutions for strategic purposes becomes possible and necessary. This explains the emergence of “business intelligence” (BI); a response to information needs for decision-making through intensive IT use. This chapter looks at BI projects in developing countries – specifically, in Brazil. If the management of IT is a challenge for companies in developed countries, what can be said about organizations struggling in unstable contexts such as those often prevailing in developing countries?

ANALISIS SISTEM INFORMASI (SI) TERINTEGRASI DI PERGURUAN TINGGI (PT) (Studi Kasus: STT Pagar Alam)

2018 ◽  
Vol 10 (2) ◽  
pp. 83
Author(s):  
Buhori Muslim
Keyword(s):  
Business Process ◽  
Student Services ◽  
Information Integration ◽  
Financial Services ◽  
Information Needs ◽  
Business Processes ◽  
Scientific Work ◽  
The Core ◽  
Academic Services ◽  
Method Analysis

Abstraks Penelitian ini bertujuan untuk melakukan analisis serta identifikasi berbagai masalah kebutuhan infomasi Perguruan Tinggi (PT), terutama pada bagian layanan kemahasiswaan, bagian layanan keuangan, serta layanan akademis pada PT. Metodologi Analisa yang digunakan dalam penulisan karya ilmiah (penelitian) ini yaitu metode pengumpulan data, metode analisis dan perancangan sistem. Hasil yang dicapai adalah sistem informasi (SI) menjadi terintegrasi yang mampu mengefektifkan dan efisienkan pada bagian layanan mahasiswa, layanan keuangan dan layanan akademis serta menjadikan proses bisnis tersebut berlangsung secara efektif dan efisien. Kesimpulan dari penelitian ini adalah adanya masalah-masalah yang dihadapi pada bagian-bagian inti PT, yakni bagian layanan keuangan, bagian layanan mahasiswa, serta bagian layanan akademis dimana akan mampu mengganggu proses bisnis yang ada, serta solusi yang dihadirkan dengan adanya sistem yang dapat terintegrasi pada bagian-bagian tersebut. Kata kunci: Informasi, Integrasi, PT, Akademis, dan Proses Bisnis  Abstraction This study aims to analyze and identify the various problems of university information needs (PT), especially in the student services section, financial services, and academic services at PT. Methodology The analysis used in writing scientific work (research) is the method of data collection, method analysis and system design. The results achieved are integrated information systems (SI) that are able to streamline and streamline student services, financial services and academic services and make the business process effective and efficient. The conclusion of this study is that there are problems faced in the core parts of PT, namely the financial services department, student services section, and academic services section where it will be able to disrupt existing business processes, and solutions that are presented with a system that can be integrated in these parts. Keywords: Information, Integration, PT, Academic, and Business Process

scholarly journals Technology Constraints in Online Tax Payment: Case of Surabaya City

2019 ◽  
Vol 2 (2) ◽  
pp. 144-151
Author(s):  
Ailani Almira Hartono Putri ◽  
Indrawati Yuhertiana ◽  
Devy Sylvia Puspitasari
Keyword(s):  
Information Needs ◽  
Qualitative Method ◽  
Service Systems ◽  
Online Service ◽  
Online System ◽  
Management Board ◽  
Internet Connection ◽  
Tax Management ◽  
Tax Payments ◽  
Analyze Data

This study aims to explore in depth the application of the online system of payment of land and building tax (PBB). The research location is in a government office, the Surabaya City Financial and Tax Management Board (BPKPD). This study uses a qualitative method. Interviews were conducted with the intended informants, namely the Surabaya City BPKPD as the tax authorities, and also the citizen as Taxpayers (WP). Miles Huberman's approach is used to analyze data. Stages of research include data collection, then reduced, presented and verified, so as to obtain valid conclusions. Informants are chosen based on the information needs needed by researchers. It can be concluded that the web display of online tax payment services is considered attractive and able to optimize public services. Online service brainware factor namely Human Resources (HR) plays an important role in realizing online services. The hardware factor in the online system is quite good using a good computer, but the internet connection is complained about being slow. Online tax payments that can be done through ATMs and m-banking at three banks in collaboration with the Surabaya City BPKPD are still complained of being convoluted by taxpayers. Fear of making payments online makes taxpayers still pay cash at the teller. The changing of service systems from offline to online requires time for the community to adapt.

scholarly journals Aligning Information Technology Within The Framework Of Corporate Governance To Increase Corporate Value In Mexico

2011 ◽  
Vol 14 (2) ◽  
Author(s):  
Carlos Fernando Estrada
Keyword(s):  
Corporate Governance ◽  
Information Needs ◽  
Information Technologies ◽  
Business Processes ◽  
Business Strategies ◽  
Board Members ◽  
Corporate Boards ◽  
Corporate Board ◽  
Public And Private ◽  
Stakeholder Interests

This research focuses on the potential benefits of aligning corporate Information Technologies (IT) with the information needs of Board members to provide pertinent and timely information under good Corporate Governance (CG) practices.  The recent near collapse of some major corporations evidences poor regulatory supervision by all parties, both public and private.  An abundance of regulations notwithstanding, stakeholder interests (both internal and external) have not been protected or served by many corporate boards.  Many shareholders have virtually lost their capital, workers have been unemployed, and government and taxpayers have had to foot steep bills.   Well informed Board members should, in theory, make decisions that benefit their stakeholders and society as well.  Thus, corporate board members should focus on IT as a key resource and ally in monitoring their business strategies and operations. IT permeates throughout business processes and across functional areas in most businesses, so if IT reporting is aligned with corporate governance objectives as well as operational objectives, it has the potential to aid greatly in governance.  An important consideration of course, is what information is provide, and how the Board utilizes it for the stakeholders' benefit.

Toward a Theory of IT-Enabled Customer Service Systems

2010 ◽  
pp. 364-383 ◽  
Author(s):  
Tsz-Wai Lui ◽  
Gabriele Piccoli
Keyword(s):  
Customer Service ◽  
Customer Value ◽  
Business Processes ◽  
Systems Design ◽  
Past Research ◽  
Service Systems ◽  
Future Research ◽  
Conceptual Foundation ◽  
Customer Services

As the use of customer service as a tool to create customer value and differentiation continues to increase, the set of customer services that surround the product rather than the product alone will increasingly become a source of competitive advantage and one of the most critical core business processes. However, there is a lack of a strong conceptual foundation for a service economy and a lack of theoretical guidance for optimal customer service systems design. In this chapter, the authors review past research around information systems facilitating customer services and identify the technical and social attributes of IT-enabled customer service systems, as well as the functionalities of customer service systems enabled by these attributes. Moreover, given the key role of customers as co-producers of the customer service experience, the authors address the role of customers’ characteristics in IT-enabled customer service systems. Finally, they identify existing research gaps and call for future research in these areas.

Toward a Theory of IT-Enabled Customer Service Systems

2010 ◽  
pp. 1977-1997
Author(s):  
Tsz-Wai Lui ◽  
Gabriele Piccoli
Keyword(s):  
Customer Service ◽  
Customer Value ◽  
Business Processes ◽  
Systems Design ◽  
Past Research ◽  
Service Systems ◽  
Future Research ◽  
Conceptual Foundation ◽  
Customer Services

As the use of customer service as a tool to create customer value and differentiation continues to increase, the set of customer services that surround the product rather than the product alone will increasingly become a source of competitive advantage and one of the most critical core business processes. However, there is a lack of a strong conceptual foundation for a service economy and a lack of theoretical guidance for optimal customer service systems design. In this chapter, the authors review past research around information systems facilitating customer services and identify the technical and social attributes of IT-enabled customer service systems, as well as the functionalities of customer service systems enabled by these attributes. Moreover, given the key role of customers as co-producers of the customer service experience, the authors address the role of customers’ characteristics in IT-enabled customer service systems. Finally, they identify existing research gaps and call for future research in these areas.

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