HỆ THỐNG THÔNG TIN QUẢN LÝ

Chương 11
Quản lý Hệ thống thông tin
"Outsourcing the development of a strategic
application seems risky. "

• Team discuss outsourcing ARES development to

India.
• Raj’s friend in India (Sandeep) is a developer.
• Successfully developed C# app for him.
• Risks: What if he doesn’t finish? Takes code?
Loses interest?
• Will cost 4 to 6 times as much to develop in US.
• Bite the bullet and hire own programmers.
Study Questions
Q11-1 What are the functions and organization of the IS
department?
Q11-2 How do organizations plan the use of IS?
Q11-3 What are the advantages and disadvantages of
outsourcing?
Q11-4 What are your user rights and responsibilities?
Q11-5 2027?
The Major Functions of the IS Department
Q11-1 What are the functions and organization of the IS department?

• Plan use of IS to accomplish organizational goals

and strategy.
• Manage outsourcing relationships.
• Protect information assets.
• Develop, operate, maintain computing
infrastructure.
• Develop, operate, maintain applications.
How Is the IS Department Organized?
Q11-1 What are the functions and organization of the IS department?

Figure 11-1 Typical Senior-Level Reporting Relationships

What IS-Related Job Positions Exist?
Q11-1 What are the functions and organization of the IS department?

Knowledge, Skill, and Characteristics

Title Responsibilities
Requirements
Business analyst, IT Work with business leaders and Knowledge of business planning, strategy,
planners to develop processes and process management, and technology.
systems that implement business Can deal with complexity. See big picture
strategy and goals. but work with details. Strong interpersonal
and communications skills needed.
Systems analyst Work with users to determine system Strong interpersonal and communications
requirements, design and develop skills. Knowledge of both business and
job descriptions and procedures, help technology. Adaptable.
determine system test plans.
Programmer Design and write computer Logical thinking and design skills,
programs. knowledge of one or more programming
languages.
Test QA engineer Develop test plans, design and write Logical thinking, basic programming,
automated test scripts, perform superb organizational skills, eye for detail.
testing.

Figure 11-2 Job Positions in the Information Systems Industry

What IS-Related Job Positions Exist?
(cont’d)
Q11-1 What are the functions and organization of the IS department?
Title Responsibilities
Technical writer Write program documentation, help
text, procedures, job descriptions,
training materials.
Tech support Help users solve problems, provide
engineer training.
Network Monitor, maintain, fix, and tune
administrator computer networks.
Consultant, IT Wide range of activities:
programming, testing, database
design, communications and
networks, project management,
security and risk management, social
media, strategic planning.
Figure 11-2 Job Positions in the Information Systems Industry
Knowledge, Skill, and Characteristics
Requirements
Quick learner, clear writing skills, high verbal
communications skills.
Communications and people skills. Product
knowledge. Patience.
Diagnostic skills, in-depth knowledge of
communications technologies and products.
Quick learner, entrepreneurial attitude,
communication and people skills. Respond
well to pressure. Particular knowledge
depends on work.
What IS-Related Job Positions Exist?
(cont’d)
Q11-1 What are the functions and organization of the IS department?

Knowledge, Skill, and Characteristics

Title Responsibilities
Requirements

Sell software, network,

Quick learner, knowledge of product, superb
Technical sales communications, and consulting
professional sales skills.
services.

Project Initiate, plan, manage, monitor, and Management and people skills, technology
manager, IT close down projects. knowledge. Highly organized.

Manage teams of technical workers

Management and people skills, critical
Manager, IT and manage the implementation of
thinking, very strong.
new systems.

Database Diplomatic skills, database technology

Manage and protect database.
administrator knowledge.

Figure 11-2 Job Positions in the Information Systems Industry

What IS-Related Job Positions Exist?
(cont’d)
Q11-1 What are the functions and organization of the IS department?

Knowledge, Skill, and Characteristics

Title Responsibilities
Requirements
Business Collaborate with cross-functional Excellent analytical, presentation,
intelligence teams on projects, analyze collaboration, database, and decision-
analyst organizational data. making skills.
Advise CIO, executive group, and Quick learner, good communications skills,
Chief technology
project managers on emerging business background, deep knowledge of
officer (CTO)
technologies. IT.
Manage IT departments, Superb management skills, deep
Chief information communicate with executive staff on knowledge of business and technology, and
officer (CIO) IT- and IS-related matters. Member good business judgment. Good
of the executive group. communicator. Balanced and unflappable.
Manage IS security program, protect Deep knowledge of security threats,
Chief information
the organization’s information protections, and emerging security threat
security officer
systems and information, manage IS trends. Excellent communication and
(CISO)
security personnel. diplomacy skills. Good manager.

Figure 11-2 Job Positions in the Information Systems Industry

Salaries for Information Systems Jobs
Q11-1 What are the functions and organization of the IS department?

Figure 11-3 Salaries for Information Systems Jobs

Planning the Use of IS/IT
Q11-2 How do organizations plan the use of IS?

Figure 11-4 Planning the Use of IS/IT

Managing the IS Department
So What?

• Know factors driving IS standards and policies.

• Know user responsibilities and organization of
your future profession.
• Help guide employees IS-related behavior.
Training Your Replacement
Ethics Guide

• Scott must cut his team of software developers by

75 percent.
• They are going to be replaced with new
outsourced employees— working on the other side
of the planet.
• Employees who are being released will train the
new outsourced employees.
• Training the replacements will be a condition of
departing employees’ severance package.
Training Your Replacement (cont’d)
Ethics Guide

• How is it fair to ask someone to train the person

taking his or her job?
• Scott wondered how long it would be before he
was training his own replacement.
• Do you think that forcing an employee to train his
or her replacement is ethical according to the
categorical imperative? The utilitarian perspective?
What is Outsourcing?
Q11-3 What are the advantages and disadvantages of outsourcing?

• Process of hiring another organization to perform

services.
–Save costs, gain expertise.
–Save direct/indirect management time and attention.
• Any value chain business activity can be
outsourced.
• “Your back room is someone else’s front
room.” (Drucker)
Popular Reasons for Outsourcing IS
Services
Q11-3 What are the advantages and disadvantages of outsourcing?

Figure 11-5 Popular Reasons for Outsourcing IS Services

Top-10 Highest-Paid Tech Skills
Q11-3 What are the advantages and disadvantages of outsourcing?

Rank
Skill or Experience Salary 2015 2014 2013 2012
HANA (High Performance Analytical
Appliance) $ 154,749 1 - - -
Cassandra $ 147,811 2 2 5 -
Cloudera $ 142,835 3 4 19 -
PaaS (Platform as a Service) $ 140,894 4 1 - -
OpenStack $ 138,579 5 20 14 -
CloudStack $ 138,095 6 23 - -
Chef $ 136,850 7 8 - -
Pig $ 132,850 8 6 7 -
MapReduce $ 131,563 9 3 3 -
Puppet $ 131,121 10 12 24 -

Figure 11-6 Top-10 Tech Skills

Top 10 Tech Job Skills Predicted To Grow
The Fastest In 2021
Risk Reduction
Q11-3 What are the advantages and disadvantages of outsourcing?

• Caps financial risk.

• Ensures quality or avoids substandard quality.
• Less likely to pick wrong hardware, software,
network protocol, or implement tax law changes
incorrectly.
• Vendor’s responsible for managing risks.
International Outsourcing
Q11-3 What are the advantages and disadvantages of outsourcing?

• India
–Large, well-educated, English-speaking, labor cost
70-80% less than US.
• China and other countries, too.
• Modern telephone technology and Internet-
enabled service databases.
• Customer support and other functions operational
24/7.
IS/IT Outsourcing Alternatives
Q11-3 What are the advantages and disadvantages of outsourcing?

Figure 11-7 IS/IT Outsourcing Alternatives

What Are the Risks of Outsourcing?
Q11-3 What are the advantages and disadvantages of outsourcing?

Figure 11-8 Outsourcing Risks

Benefits Outweighed by Long-Term Costs
Q11-3 What are the advantages and disadvantages of outsourcing?

• Dangers
–Unit fixed cost contract prevents economies of
scale.
–Vendor de facto sole source.
–Changing pricing strategy.
–No easy exit (tightly integrated vendor).
–Difficult to know if vendor well managed.
Q4: What are Your IS Rights and
Responsibilities?
Q11-4 What are your user rights and responsibilities?

Figure 11-9 User Information Systems Rights and Responsibilities

Information Systems Management in 2027
Q11-5 2027?

• Internal hardware infrastructure moved to the

cloud.
• Ubiquitous mobile devices at work.
• BYOD policies meet employer needs and
strategies.
• Use of social media in true Enterprise 2.0 style.
• Social media support project management.
• IoT provides opportunity for innovation within
company.
Information Systems Management in 2027
(cont’d)
Q11-5 2027?

• IS departments lose control of devices.

• IS department cultural change.
–CIO full-fledged member of executive suite.
–Key player for gaining competitive advantage.
Watching The Watchers
Security Guide

• What would you be willing to do to get $14.3

million?
• The director of information security for the state of
Iowa lottery installed a rootkit on the computer that
chooses the winning numbers.
• Bought winning tickets in advance.
• Wiped hard drives to destroy evidence.
• Audits and better access control might have
prevented the theft.
Watching The Watchers (cont’d)
Security Guide

• IT security workers often manage and have access

to log files.
• IT security workers have the access, opportunity,
and skill to potentially tamper with these log files.
• Other strategies include:
–Ensure that employees understand what behaviors
are permitted
–Separation of knowledge and duties
–External monitoring
Senior Data Analyst
Career Guide

Chris Treasure at Boncom

Q. What attracted you to this field?
A. “Data is an amazing journey. You can begin with an unstructured
mess of numbers that has no meaning. By taking steps to clean
and enrich that data, it can lead to findings that have real power.”
Q. What advice would you give to someone who is
considering working in your field?
A. “Study subjects related to data, take steps to understand
business, and become an effective communicator. Look for
opportunities to learn from others. Gaining experience with tools
and real data sets can be difficult, but an internship can be an
opportunity to do both.”
Active Review
Q11-1 What are the functions and organization of the IS
department?
Q11-2 How do organizations plan the use of IS?
Q11-3 What are the advantages and disadvantages of
outsourcing?
Q11-4 What are your user rights and responsibilities?
Q11-5 2027?
Automating Labor
Case Study 11

• McDonald’s former CEO Ed Rensia stated that a

single $35,000 robotic worker would cost less and
be more productive than a $15-an-hour human
worker.
–The hamburger-making robot can make 400 burgers
per hour, every hour, without a break.
–It can completely replace three human fast-food
workers.
Automating Labor (cont’d)
Case Study 11

• In 2016, Foxconn (supplier to Apple) replaced

60,000 factory workers with robots.
• Airbus is going to use HRP-2 and HRP-4
humanoid robots to assemble its airplanes.
• Amazon.com is using 30,000 Kiva robots at 13
fulfillment centers to help process customer
orders.
Automated Versus Human Labor
Case Study 11

Benefits of Automated Labor Benefits of Human Labor

1. No healthcare expenses. 1. Unique problem solving

2. No time off, breaks, sick days, or vacations. 2. Create new products

3. No accidents, injuries, workman’s compensation 3. Adaptable to rapidly changing
claims. environment

4. No unions, arguments, complaints, bad attitudes,

4. Integrative systems thinking
layoffs, severance packages.

5. No smoke breaks, drinking on the job, sexual

5. Question poorly made decisions
harassment, lawsuits.

6. No minimum wage, raises, or paychecks. 6. Prior experience to predict future events

7. Work 24 hours a day, 365 days a year. 7. Ethical decision making (hopefully)
8. More safe, accurate, and consistent work than
8. Interact well with humans (i.e. sales)
humans.

Figure 11.10 Automated Versus Human Labor

Automating Labor (cont’d)
Case Study 11

• By 2025, nearly 100 million workers may be taken

out of the current labor force (146 million workers).
–Robots will have IQs higher than 90 percent of the
U.S. population.
• They will likely take jobs that involve routine
physical and mental tasks.
• How might the automation of labor provide a
competitive advantage for forward-looking
companies?