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Unit Ii Lesson 10 - End User Computing (EUC) : Learning Objectives
Unit Ii Lesson 10 - End User Computing (EUC) : Learning Objectives
10.1 Introduction
The main objective in introducing this topic is to ensure that you understand the vital role that the concept of EUC can play in the strategic management of organisations if it is managed effectively, and the enormous damage it can do if it is not. Traditionally, the only people who had direct contact with computers were the systems professionals (programmers, systems analysts etc.). The introduction of personal computers, terminals, networks, user-friendly software, databases has altered the position dramatically and has led to the growth of end users Most people experience computers as "end-users" of packaged programs. Unfortunately the writers of these programs can't know the details of the job you are trying to do. Trying to meet the needs of diverse users, they bloat their programs with hundreds of features most people never use. Life (and programs) would be much simpler if each user could add the functions she wanted. Providing this capability in a program is not trivial. The programs must be designed to accept user-written components in appropriate places. There must be a way to store and manage them. Most important, since most users do not have the time or inclination to learn the tools and skills of a professional programmer, reasonable compromises are required. The expressiveness and generality of full-fledged programming languages are traded for usability by a variety of metaphors and tricks. Programming can be done much more easily within the metaphor -- a desktop with file cabinets and wastebaskets; a formula of spreadsheet locations or mathematical symbols; a sequence of GUI actions; a circuit diagram; an application-specific language -- than with conventional programming. Because the appropriate metaphors, with their capabilities and limitations, differ widely depending on the users and their purposes, there is no one method of end-user programming. Instead there is a variety of techniques, such as Programming by Demonstration, visual programming, and many domain-specific languages and formalisms. Ideally there is a smooth progression from simple but limited metaphors, to more complex and powerful techniques as the user-programmer advances. Computing usually adds to its provision rather than replacing one approach by another. This is equally true of end-user computing and the end-user is now involved in all of the above ways. This set of notes seeks to address the questions of "who is the end-user", "what kinds of end-user systems are there", "what support should be given to end-user at the various levels of the company", "the need for an adequate human-computer interface for the end-user", "software provision for end-users" and the problems that end-users can generate for the company.
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10.7 End-User Systems Tools The following list indicates some of the tools to which end-users have access and for which they may need support. (a) Text and multimedia handling tools word processing, desk-top publishing, webpublishing, presentation software, document management systems, work-flow management systems; (b) Data handling tools spreadsheets, statistical packages, decision support systems, databases; (c) Communication tools electronic mail, voice over IP, fax, WAP, pagers; (d) Office automation tools diary management, electronic notebooks, directories, project management tools, personal digital assistants, bluetooth; (e) Group systems / computer supported collaborative work teleconferencing; (f) Graphic design graphic software, computer aided design; (g) Knowledge management expert systems, data mining, information retrieval, intelligent agents. Supporting the End-User The organisation of an MIS department centred on the needs of the end-user was covered earlier in the unit. This section looks at some other aspects of end-user support which follow from the above list of models of use. (a) End-user computing now includes general purpose office automation. In order to operate effectively this type of application must include top management and must be supported by top management. (b) Systems are increasingly being used, not by clerks employed specifically for data entry but by staff using them as just another tool in their normal jobs. If the tool is not seen to be effective then it will not be used. It is essential that end-users are much more fully integrated into the system design process and that prototyping methodologies are adopted. The most important aspect of the systems design, after functionality and flexibility, then becomes the interface design. (c) The Information Centre concept is directed primarily at those end-users who are using PCs for their own personal work. Users who are using stand alone PCs as part of their job (eg word processing in the typing pool) must be given detailed training programmes and must be involved in key decisions (eg on what package to standardise or where to site the communal printers). This includes induction training for new staff. (d) A particular problem with the Information Centre concept is where the provision of end-user support has been contracted out to a third party, either as a straightforward outsourcing deal or because the software being used has been provided by a third party and the third party is providing the help to the users of that software. (e) Users of external information sources need as much support as those in (c). They tend to get forgotten since, usually, they are difficult to track. (f) Packages such as decision support software (eg mathematical modelling, decision support trees, etc) may get omitted if not carefully targeted. Where is the control for generating adequate EISs? Again if this is not clearly identified then much needed systems may be ignored. (g) It is not possible to provide training for end-users who are not members of the "company" (ie the general public). It is essential, therefore, that any user interface is both "naive user" and security foolproof, as well as being simple to use. It is important also that any device to be used by the general public provides added-value. If it does not then it will not be used.
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All this does, however, involve the development of systems specifically for end-users. Remember that end-users must be involved, through participative design, in any systems in environments one or five. (a) Safeway introduced a tool whereby a registered customer could record on a personal recorder each item that they put into their trolley. This record could be used to advise the customer of their bill to date and of related special offers and it could be used at the check-out to eliminate the need to scan each item in the trolley, thus saving a lot of time. Both the store and the customer benefited. Because the customer was registered the output from the tool showed the customers individual purchases each visit. The store could note the purchases made every week and pre-package those before the customer visited. This would create customer loyalty. Note that this was not Web dependent. British Airways sees each individual customer as his/her own segment. The aim is then to package a product for each individual customer. One way is to maintain a database of customer preferences and use those preferences to tailor price/facilities to what the customer wants. For example, instead of offering a range of tickets for a journey, BA will ask a customer what he wants to pay and will then offer a type of ticket that they think will be attractive to the proposed purchaser.
(b)
10.9 Summary
An IS Manager is required to supervise three key functions, the development of strategy (both company and IT), support for the end-user and the running of the IT (or DP) department. Strategy. Although extremely important it is a subject about which very little has been written. In the 1960s computers worked only in batch. They occupied a large room in the head office of a major company and worked on corporate applications. The only contact which the end-user had with the computer was the requirement to complete a data preparation document and forward this to the DP department. Of course they then had to sort out the erroneous output from the DP department. In the 1970s on-line systems were developed. These sought data input from end-users (on dumb terminals) but did not allow the end-user to do anything other than was allowed by the system design. The enduser had gained some control, however. They now had the ability to render a system unworkable in some cases. Hence it was essential to involve the end-user in the system design process. In the 1980s the PC came along. This now allowed the end-user a further sanction. The end-user could purchase an individual computer and develop an independent system or the end-user could demand an intelligent front end to a central system. Alternatively the end-user could resist the introduction of central systems by local disingenuity (for example if the central management wished to introduce a corporate approach to and standard for office automation this could be blocked). This enhanced user control has led to the gathering momentum of the client/server approach.
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Points to Ponder
End User Computing End User Computing Growth Factors Growth Factors Pressure for rapid response easy-to-use hardware and software lower prices more computing power computer-literate users
1997 McGraw-Hill Companies
IRWIN
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applications
End User LAN LAN Minicomputer Minicomputer Workstation Mainframe Mainframe
client
User Consultant
server
Databases
IRWIN
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database PIM
Decision Support
Application Development
spreadsheets
1997 McGraw-Hill Companies
IRWIN
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Problems with Problems with End User Computing End User Computing Development errors Data entry errors Wrong tools Job too big No backups Document Ignore standards Viruses Personal use
IRWIN
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Review Questions
1. 2. 3. 4. Explain the concept End-User computing and its benefits. Explain the need and implications of End user computing. Describe the various models of End user computing Write a note on Information Center and its purpose.
Discussion Questions
1. What are some of the motivations for users to set up their own departmental data processing systems. 2. Should an organisation encourage end user computing? Why or why not?
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