3.

Information Systems Structure Discussion (7 to 10 pages)

- 3.1. The IS Business Foundation: In this section of your paper, describe the proposed
information systems structure in terms of people resources, hardware resources, software
resources, data resources, and network resources. Your discussion should include a
thorough and clear discussion of how a particular IS supports each business process and
how each fits into your organization's overall strategy. An appropriate number of Critical
Success Factors (usually 3-5 per process) for the IS-supported business process should be
clearly articulated and tied to the specific IS. The relationship between these CSFs and
your organization's overall mission statement should also be clearly stipulated. You may
list your business processes and supporting information resources in table format.

- 3.2.​ Electronic Business​ and ​Commerce ​components: In this section, describe what type
of e business and/or e-commerce systems you propose for the project. You may also
describe ​why you have selected​ these particular technologies, and what role they will
play in supporting your business goals and objectives.

- 3.3. Decision Support Systems Components: In this section, describe what type of
Decision Support Systems you propose for the project. You may also describe why you
have selected this particular technology, and what role it will play in supporting your
business goals and objectives.

- 3.4. Developing Business and IT Solutions: In this section, describe your proposed
approach to developing business and IT solutions and how that approach both serves and
supports your business goals and objectives.

- 3.5. Security and Ethical Challenges: In this section, describe what information systems
security, ethical, legal, and privacy challenges your business may encounter and how you
envision 2 encountering them. In addition, any legal and privacy issues arising from the
collection and use of information in this system should be presented clearly.

- 3.6. Impacts of Information Systems on the Organization, Department, or Business

Process: Include a thorough discussion of how your organization will be impacted by the
implementation of this system is provided.
3.1​ (INCOMPLETE)

Software
Our company would like to offer the easy to implement ​innovative Software-as-a-Service
(SaaS)​ software. Our airline services review SaaS Social Commerce Technology solution comes
with a web-based interface that is simple to install, fully automated and completely anonymous.
With this new solution, our feedback company would be able to help airline companies and
customers to gain more trust, satisfaction, value and revenue. Basically our solution works by
automatically sending an email containing a link inviting the customers to review the airline
service that they have purchased and urge them to provide any honest feedback regarding their
flight experience including any individual comments.
We would like to integrate this add-on into our customer feedback programme. It is vital that we
provide a way for our customers to have a say about the services/products that our airline
partners are selling. Good independent reviews give the passengers a sense of confidence that
they are using the best airline service. Moreover, this also ensures that the airlines are constantly
making new efforts and initiatives to improve and promote their excellent service that our
customers are looking for. Thus, this technology gives our customers a voice and allows us to
serve our customers to the best of our ability.
Service reviews and explicit feedback can provide many benefits for the airlines. Displaying
service reviews on the actual service sales pages of various airline website enhances the Search
Engine Optimisation (SEO) for each airline service by increasing relevancy with user generated
content. Credible feedback can also increase conversion rates. Consumers searching for specific
services, who are able to read comments from other customers, are more likely to buy that
particular airline service than if there are no reviews at all. Hence boosting confidence to all our
new customers to purchase the service from the airline that best meets their requirements.
Our company aims to provide the airlines with the service review capability through an easily
accessible interface in their customer service area. From there, individual airlines can specify
which particular service reviews would it like to publish and where it would like them to be
placed on its website.
Other software will include Nextiva SMC, a Situation Management Center, is a comprehensive
software solution aimed at providing our company with risk prevention and fast response
capability. It provides capabilities for the various phases of situation management, including
real-time situation awareness, efficient response and notification, investigation and debriefing,
planning and compliance, and preventive intelligence.

Our company has categorised Human Resources (HR) software into three main categories: Core
HR, Workforce Management and Strategic HR.
Core HR​ encompasses 3 traditional human resources management functions such as benefits
administration, personnel tracking and payroll. Our company requires these functions once it has
reached a critical mass of employees. We will be using the core HR functionality instead of
manually running payroll and managing employees with spreadsheets as they are too
burdensome a task.
Workforce management​ comprises the range of software solutions intended to effectively
schedule and track our company’s workforce. These solutions are ideal for our employees work
in shifts, and include applications to track time and attendance, monitor compliance with labour
laws and usually include payroll functionality, or integrate well with other payroll software.
Strategic HR​ involves growing our company by attracting and developing the best people, as
well as better managing our workforce overall. Strategic HR applications generally provide some
combination of applicant tracking and recruiting, learning management as well as performance
review functionality. This type of software streamlines these strategic processes to ensure that we
using our staff as efficiently as possible, and also that employees are continuing to grow and
develop; increasing employee satisfaction and retention rates.

3.2.​ Electronic Business​ and ​Commerce ​components: In this section, describe what type of e
business and/or e-commerce systems you propose for the project. You may also describe ​why
you have selected​ these particular technologies, and what role they will play in supporting your
business goals and objectives.

Our company uses e-business system to communicate with consumers and attract new
customers. We aim to offer Software as a Service (SaaS) programming as our main delivery
model. We chose this as ​it makes it simpler for business owners like you to manage your
software platforms. For your business, it's most important impact is that it saves you a whole lot
of money.

SaaS eCommerce platforms give us the ability to update our software on the fly, simplifying how
we manage customer relationships and making your life easier. Based on more advanced security
measures, your data stays safe in the cloud, saving you the headache of installing your own
security systems for on-premise servers and other hardware

Based on more advanced security measures, your data stays safe in the cloud, saving you the
headache of installing your own security systems for on-premise servers and other hardware.

That means a more efficient system that includes mobile access. It also means that your staff can
work remotely from anywhere in the world.

3.3.​ Decision Support Systems Components: In this section, describe what type of Decision
Support Systems you propose for the project. You may also describe why you have selected this
particular technology, and what role it will play in supporting your business goals and objectives.

Communication-driven DSS
Our communication-driven DSSs is mostly targeted at internal audit teams, including our airlines
and google partner. It aids in conducting a meeting or for easy and efficient collaboration of
various decisions. We will be using a web or client server such as instant messaging softwares
and online collaboration and netmeeting systems.
Data-driven DSS
Our data-driven DSSs are targeted at various level of our organizations as such will include our
managers, staff and also product/service suppliers (airlines). It is used to query a database or data
warehouse to seek specific answers for specific purposes. It is deployed via a main frame system,
client/server link, or via the web. As such our computer-based databases that have a query
system to check including the incorporation of data to add value to existing databases.
Document-driven DSS
Document-driven DSSs are more commonly targeted at a broad base of user groups. The purpose
of such a DSS is to search web pages and find documents on a specific set of keywords or search
terms. The usual technology used to set up such DSSs are via the web or a client/server system.
Examples:
Knowledge-driven DSS:
Knowledge-driven DSSs covers a broad range of systems covering users within the organization
setting it up, but may also include others interacting with the organization - for example,
customers of airlines. It is essentially used to provide management advice or to choose airline
services. The typical deployment technology used to set up such systems could be slient/server
systems, the web, or software running on stand-alone PCs.
Model-driven DSS
Model-driven DSSs are complex systems that help analyse decisions or choose between different
options. These are used by our company managers and staff members or airlines who interact
with the organization, for a number of purposes depending on how the model is set up -
scheduling, decision analyses etc. These DSSs can be deployed via software/hardware in
stand-alone PCs, client/server systems, or the web.

3.4. Developing Business and IT Solutions: In this section, describe your proposed approach to
developing business and IT solutions and how that approach both serves and supports your
business goals and objectives.

We would like to collaborate with Verint Systems (S) Pte Ltd to capture and analyse customer
interactions, sentiments and trends across multiple channels, improve performance and optimise
customer experience.

Basically this Verint Customer Analytics solutions include the following:

● Speech Analytics​ — for mining recorded calls and surfacing customer sentiments and
rising trends.
● Text Analytics​ — for analyzing text-based communications, including email, Web forms,
and postings on social media sites, such as Facebook and Twitter.
 ● Enterprise Feedback Management​ — for capturing customer feedback as part of or
independent from contact center feedback.
● Engagement Analytics​ — for gathering and correlating massive amounts of data on
customer interactions, journeys, and profiles to help enhance customer and employee
engagement.

With decision support systems, companies correlate information about their operations and
performance with information about expected behavior and business rules. Decision makers
anticipate and respond to threats and capitalize on opportunities before they occur. This ability
makes predictive business, which is considered the next step in the evolution of a real-time
enterprise, a reality.

- 3.3. Decision Support Systems Components: In this section, describe​ what type ​of
Decision Support Systems you propose for the project. You may also describe ​why​ you
have selected this particular technology, and​ what role​ it will play in supporting your
business ​goals and objectives.

What?
Data-driven DSS
● Most data-driven DSSs are targeted at managers, staff and also product/service suppliers.
It is used to query a database or data warehouse to seek specific answers for specific
purposes. It is deployed via a main frame system, client/server link, or via the web.
Examples: computer-based databases that have a query system to check (including the
incorporation of data to add value to existing databases.

Why this system?

speeding up the process of decision making, increasing organizational control, speeding up
problem solving in an organization, helping automate managerial processes, improving personal
efficiency, and eliminating ​value​ chain activities.
Enhance effectiveness. A second category of advantage that has been widely discussed and
examined is improved decision making effectiveness and better decisions. Decision quality and
decision making effectiveness are however hard to document and measure.

Competitive advantage. Vendors frequently cite this advantage for business intelligence
systems, performance management systems, and web-based DSS. Although it is possible to gain
a competitive advantage from computerized decision support, this is not a likely outcome.
Vendors routinely sell the same product to competitors and even help with the installation.

Cost reduction. Some research and especially case studies have documented DSS cost saving
from labor savings in making decisions and from lower infrastructure or technology costs.

what role​ it will play in supporting your business ​goals and objectives?

Able for consumers to select the required airline and see the feedback.
http://dssresources.com/faq/index.php?action=artikel&id=130
http://www.3dcart.com/ecommerce-saas.html

3.5.​ Security and Ethical Challenges: In this section, describe what information systems security,
ethical, legal, and privacy challenges your business may encounter and how you envision 2
encountering them. In addition, any legal and privacy issues arising from the collection and use
of information in this system should be presented clearly.

Technology Issues
We might be balancing the issues of technology with the right to privacy, information, and
security. Our businesses are dealing with complicated ethical issues, such as information
security, balancing the privacy of employees with the need for monitoring employees, file
sharing, and copyright infringement.
Privacy and Monitoring of Employees
One of our concerns is in regards to how to appropriately monitor our employees and their work.
Employees can access websites and social media, which can waste valuable work time or lead to
acting inappropriately. Our company’s executive board have decided to adopt a ​privacy policy​,
which is a legal statement that reveals how our feedback company retrieves, stores, and analyzes
technology information, so that our employees will be clear about what technology is allowable
and how the company will oversee the monitoring process.
We need to monitor employees to make sure they are not sending or posting proprietary
information through email or social media. This could result in business issues, lawsuits, or even
the competition stealing information. For example, one employee posts a picture of our customer
reviews about a particular airline on Facebook, and spreads around as a viral post which could be
threat to the airline and reduce customer’s confidence on our company to protect his or her
honest feedback.
Privacy and Information Security
Our company is also concern about our information privacy and security. The ​Platform for
Privacy Preference Project (P3P) ​is one way that our customers can restrict personal
information from being released on the Internet.
We are very concerned about ​hackers​, or cyber criminals who could break into our companies'
private data to possibly destroy and steal information. We are aware that hackers can act
unethically by revealing private information and conducting other unethical activities, such as
the stealing of corporate secrets. For instance, a possible threat could be our online website to be
hacked and stealing customers identity.
We would like to continually invest in the latest technology to keep hackers out and information
safe. As such we would like to use ​honeypots​, a system used by security professionals to lure
hackers to a made-up website, that can monitor all their movements and prevent another attack.
Our ​chief information officer (CIO)​ will be appointed to handle the managing of security and
privacy technology factors.
File Sharing and Copyright Infringement
Another key area of security concern for our feedback company is regarding ​intellectual
property​, such as ideas, concepts, and other symbolic creations of the human mind. Many ideas
are protected by copyright, patent, and trademark laws. We have to handle ​copyright
infringement​ over corporate material that will be used without permission on Internet blogs.

Moreover, ​Through collaboration with Verint Systems (S) Pte Ltd c/o Verint Systems (Asia
Pacific) Ltd, we can ensure security of information management of our company.

Public Safety
Verint Public Safety products aids public safety answering points (PSAPs), efficient and easy
emergency communications, command and controlling various departments within our company,
allows us to perform a variety of critical tasks, including multimedia recording and quality
assurance, workforce optimization, and physical security information management.