1、PART : Managing IT-Enabled Organizational Change Session 15: Managing IT-Enabled Organizational ChangeSession 16: Business Process Reengineering / ImprovementSession 17: Developing a Power and Flexible Architecture: Information Systems Planning HUANG LihuaSchool of Management, Fudan UniversityIn Pra

2、cticeIT“黑洞”!“生產(chǎn)率悖論”!MIS“泥潭”!江澤民主席指出：“我們的戰(zhàn)略是：在完成工業(yè)化的過程中注重運(yùn)用信息技術(shù)提高工業(yè)化的水準(zhǔn)，在推進(jìn)信息化的過程中注重運(yùn)用信息技術(shù)改造傳統(tǒng)產(chǎn)業(yè)，以信息化帶動工業(yè)化，發(fā)揮后發(fā)優(yōu)勢，努力實現(xiàn)技術(shù)的跨越式發(fā)展?！?HUANG LihuaSchool of Management, Fudan UniversityWHY?Often, too much attention is placed on technology, rather than business, management, and organizational issues. Basing

3、I/T strategies and plans purely on technologyChanging I/T infrastructure and processes without linkage to the enterpriseCreating business strategies and plans without I/T participationDeveloping strategies and plans using a rigid, inflexible set of methods and metricsImproving old processes by simpl

4、y applying technologyNot creating I/T strategies at allTransforming organizational infrastructure and processes without I/T involvement HUANG LihuaSchool of Management, Fudan UniversitySystems as Planned Organizational ChangeOne important thing to know about building a new information system is that

5、 process is one kind of planned organizational change.Deciding what new systems to build should be an essential component of the organizational planning process. Organization need to develop an information systems plan that supports their overall business plan and that incorporates strategic systems

6、 into top-level planning.HUANG LihuaSchool of Management, Fudan UniversityInformation System (Strategic) Planning(ISP)Information systems planning has been defined as the process of identifying a portfolio of computer-based applications that will assist an organization in executing its business plan

7、s and realizing its business goals .ISP serves as a road map indicating the direction of systems development, the rationale, the current situation, the management strategy, the implementation plan, and the budge.(p335)No ISP, it can cause lost opportunities, duplicated efforts, patible systems, and

8、wasted resources.HUANG LihuaSchool of Management, Fudan UniversityImproving communication between the business and information systems organization.Linking the information systems direction to the business directionInformation System (Strategic) Planning(ISP)Corporate Goals & ObjectivesBusiness Stra

9、tegyInformation StrategyHUANG LihuaSchool of Management, Fudan UniversityWhy ISP?(Cont)StrategicBusiness PlanKey Success FactorsKey StrategicIssuesStrategy & PlanforApplication ArchitectureStrategy & PlanforTechnicalArchitectureStrategy & PlanforServiceArchitectureKey Success Factors are “Drivers” o

10、f Application, Technical, and Service ArchitectureKey Strategic issues are “Drivers” of Application architectureAppl. Architecture are “Drivers” of TechnicalAnd service ArchitectureTech. Architecture are “Drivers” of service ArchitectureHUANG LihuaSchool of Management, Fudan UniversityThe Planning C

11、omponentsSituation Analysis: Description of where we are today, internal and external, business and ISStrategy Formulation: Description of where we want to be , business and ISStrategy Implementation: plans how we are going to get there from an IS standpointGap AnalysisHUANG LihuaSchool of Managemen

12、t, Fudan UniversityMethods of ISPENTERPRISE ANALYSIS (also call business systems planning) An analysis of organization-wide information needs by looking at the entire organization in term of :ORGANIZATIONAL UNITSFUNCTIONSPROCESSESDATA ELEMENTSHelps identify the key entities & attributes in the organ

13、izations data.*HUANG LihuaSchool of Management, Fudan UniversityMethods of ISPBusiness System Planning, BSP(企業(yè)系統(tǒng)規(guī)劃法)70年代初由IBM公司提出?；c(diǎn)：主要是基于用信息系統(tǒng)支持企業(yè)運(yùn)營的思想。方法：自上而下分析企業(yè)目標(biāo)、識別企業(yè)過程、識別數(shù)據(jù)類，然后再自下而上設(shè)計和實施系統(tǒng)，以支持企業(yè)目標(biāo)。HUANG LihuaSchool of Management, Fudan UniversityBSP分析企業(yè)目標(biāo)識別企業(yè)過程識別數(shù)據(jù)類建立企業(yè)過程和數(shù)據(jù)類關(guān)系信息系統(tǒng)結(jié)構(gòu)企業(yè)過程企業(yè)目標(biāo)自上

14、而下分析施實計設(shè)上而下自HUANG LihuaSchool of Management, Fudan University例子UC矩陣HUANG LihuaSchool of Management, Fudan UniversityCase: Shanghai Tobacco FactoryThis method is suitable for:IS Application Tactical: IS application requirement is determined by the current organization function.IS Application Level: L

15、ocal exploitations and Internal Integration.Organization Tactical: automate current tasks and improvementBusiness Environment: stableHUANG LihuaSchool of Management, Fudan UniversityMethods of ISP(cont)2. Critical Success Factors, CSFCSF：operational goal. If these goals can be attained, the success

16、of the firm or organization is ensured.基點(diǎn)：The information requirements of an organization are determined by s small number of critical success factors of managers.HUANG LihuaSchool of Management, Fudan UniversityCRITICAL SUCCESS FACTORSSmall number, easily identifiable operational goalsShaped by ind

17、ustry, managers, environmentBelieved to assure firms success Used to determine organizations information requirements.*HUANG LihuaSchool of Management, Fudan UniversityUSING CFCs TO DEVELOP SYSTEMSCollect managers CSFs Aggregate analyze individuals CSFsDevelop agreement on aompany CSFsDefine company

18、 CSFsUse CSFs to develop information systems priorities*HUANG LihuaSchool of Management, Fudan University企業(yè)戰(zhàn)略CSFs信息系統(tǒng)如何支持CSFs信息系統(tǒng)的需求信息系統(tǒng)規(guī)劃分析分析分析分析支持CRITICAL SUCCESS FACTORSHUANG LihuaSchool of Management, Fudan UniversityUsing CSFs to Develop SystemsManager ACSFsManager BCSFsManager CCSFsManager DCS

19、FsAggregate + analyzeCSFsDevelop agreementon company CSFsDefine companyCSFsUse CSFs to develop information systems prioritiesDefine DSSand databaseHUANG LihuaSchool of Management, Fudan University關(guān)鍵成功因子公司戰(zhàn)略目標(biāo)不斷提高管理水平建立一支具備某文化的高素質(zhì)人才隊伍以客戶價值觀為導(dǎo)向，保持技術(shù)的持續(xù)領(lǐng)先，縮短產(chǎn)品開發(fā)和上市時間強(qiáng)化客戶服務(wù)，提高顧客滿意度擴(kuò)大市場占有率，追求規(guī)模效益因素CSF深圳某

20、通訊設(shè)備公司流程訂單獲取與完成流程財務(wù)管理流程人力資源管理流程售后服務(wù)流程生產(chǎn)物料流程新產(chǎn)品開發(fā)流程HUANG LihuaSchool of Management, Fudan University企業(yè)發(fā)展戰(zhàn)略寓營銷于服務(wù)之中，大力開拓市場樹立經(jīng)營意識，不斷降低成本建立支撐體系，提供高可靠性的網(wǎng)絡(luò)通信能力關(guān)鍵成功因素市場拓展與顧客服務(wù)流程通信建設(shè)投資與項目流程網(wǎng)絡(luò)資源管理與維護(hù)保障流程人力資源管理流程聯(lián)系因素（1）（4）（3）（2）（7）（10）（8）（6）關(guān)鍵業(yè)務(wù)流程（5）（1）市場開拓，顧客滿意；（2）顧客滿意的保障； （3）網(wǎng)絡(luò)規(guī)劃和通信質(zhì)量；（4）核心資源與核心能力；（5）高素質(zhì)人才及

21、其管理；（6）把客戶的需求轉(zhuǎn)化為新業(yè)務(wù)的需求；（7）上市時間；（8）投資成本效益，降低投資成本和風(fēng)險；（9）在保證網(wǎng)絡(luò)良好運(yùn)行的狀態(tài)，降低運(yùn)營成本；（10）降低人力成本從關(guān)鍵成功因子到關(guān)鍵業(yè)務(wù)流程以客戶價值為導(dǎo)向，同步技術(shù)潮流，縮短新業(yè)務(wù)上市時間新業(yè)務(wù)開發(fā)與上市流程（3）（5）（7）（4）（8）（9）（5）HUANG LihuaSchool of Management, Fudan University3. 基于BPR的信息系統(tǒng)戰(zhàn)略規(guī)劃方法基點(diǎn)：信息系統(tǒng)的成功實施有賴于企業(yè)過程、組織管理乃至管理模式的變革。信息系統(tǒng)的需求應(yīng)該來自優(yōu)化以后的企業(yè)運(yùn)營及其管理。Methods of ISP(cont

22、)HUANG LihuaSchool of Management, Fudan University基于BPR的信息系統(tǒng)戰(zhàn)略規(guī)劃方法企業(yè)戰(zhàn)略分析關(guān)鍵企業(yè)過程分析BPR戰(zhàn)略形成IS戰(zhàn)略形成BPR戰(zhàn)略實施規(guī)劃IS戰(zhàn)略實施規(guī)劃IS戰(zhàn)略規(guī)劃BPR戰(zhàn)略規(guī)劃HUANG LihuaSchool of Management, Fudan UniversitySteps階段 任 務(wù) 成 果 1) 分析企業(yè)發(fā)展戰(zhàn)略 企業(yè)發(fā)展戰(zhàn)略及運(yùn)營模式 2) 確定關(guān)鍵成功因子關(guān)鍵成功因子3) 確定核心過程 企業(yè)核心過程4) 分析過程現(xiàn)狀 企業(yè)過程模型和信息模型5)確定過程未來運(yùn)營模式未來的過程模型和信息模型6)確定支持未來過程

23、的IS需求信息系統(tǒng)需求7)建立信息系統(tǒng)戰(zhàn)略 信息系統(tǒng)框架8)建立信息技術(shù)戰(zhàn)略 信息技術(shù)框架9)確定系統(tǒng)開發(fā)次序 系統(tǒng)開發(fā)優(yōu)先次序10)制定項目開發(fā)計劃項目開發(fā)計劃企業(yè)戰(zhàn)略分析關(guān)鍵企業(yè)過程分析信息系統(tǒng)規(guī)劃信息系統(tǒng)實施規(guī)劃HUANG LihuaSchool of Management, Fudan University深圳某通訊設(shè)備公司信息系統(tǒng)戰(zhàn)略規(guī)劃長遠(yuǎn)發(fā)展戰(zhàn)略目標(biāo)是要在電子信息領(lǐng)域成為世界級領(lǐng)先企業(yè)。目前公司是處在追趕世界級通信公司的時期，在技術(shù)水平、市場規(guī)模、營銷水平、生產(chǎn)能力以及管理水平等諸個方面都存在著一定的差距，因此，某通訊設(shè)備公司公司希望通過第二次創(chuàng)業(yè)，保證公司持續(xù)高速發(fā)展，與國際接

24、軌；管理水平達(dá)到國際標(biāo)準(zhǔn)；市場營銷跨國化，具有國際競爭能力；下世紀(jì)初，在多個產(chǎn)品，多個領(lǐng)域達(dá)到世界級公司同期水平。HUANG LihuaSchool of Management, Fudan University抓住機(jī)遇，靠R&D的高投入獲得產(chǎn)品技術(shù)的領(lǐng)先優(yōu)勢，通過大規(guī)模的席卷式的市場營銷在最短的時間里形成正反饋循環(huán)，籍以壓倒競爭對手，充分利用“機(jī)會窗”的超額利潤，并在市場的低成本競爭開始時及時轉(zhuǎn)向新的戰(zhàn)略產(chǎn)品或戰(zhàn)略市場。因此公司期望通過優(yōu)異的產(chǎn)品，可靠的質(zhì)量，優(yōu)越的終生效能費(fèi)用比和周到的服務(wù)滿足顧客的最高需求，以此來創(chuàng)造某通訊設(shè)備公司的競爭優(yōu)勢。Future Business ModelHU

25、ANG LihuaSchool of Management, Fudan University 企業(yè)戰(zhàn)略分析公司戰(zhàn)略目標(biāo)不斷提高管理水平建立一支具備某通訊設(shè)備公司文化的高素質(zhì)的人才隊伍以客戶價值觀為導(dǎo)向，保持技術(shù)的持續(xù)領(lǐng)先，縮短新產(chǎn)品開發(fā)和上市時間強(qiáng)化客戶服務(wù)，提高顧客滿意度提高產(chǎn)品的質(zhì)量提高公司營銷能力完善流程和組織機(jī)構(gòu)人力資源的開發(fā)和利用縮短新產(chǎn)品開發(fā)及上市周期提高把用戶需求轉(zhuǎn)化為產(chǎn)品性能的能力提高產(chǎn)品自身的競爭力擴(kuò)大市場率，追求規(guī)模效益提高售后服務(wù)水平縮短交貨期提高及時交貨率計劃和控制系統(tǒng)改進(jìn)管理方法手段工具HUANG LihuaSchool of Management, Fudan U

26、niversity關(guān)鍵成功因子公司戰(zhàn)略目標(biāo)不斷提高管理水平建立一支具備某文化的高素質(zhì)人才隊伍以客戶價值觀為導(dǎo)向，保持技術(shù)的持續(xù)領(lǐng)先，縮短產(chǎn)品開發(fā)和上市時間強(qiáng)化客戶服務(wù)，提高顧客滿意度擴(kuò)大市場占有率，追求規(guī)模效益因素CSF深圳某通訊設(shè)備公司流程訂單獲取與完成流程財務(wù)管理流程人力資源管理流程售后服務(wù)流程生產(chǎn)物料流程新產(chǎn)品開發(fā)流程HUANG LihuaSchool of Management, Fudan UniversityKey Process management ConceptR&D: Concurrent Engineering(并行工程）, Quality Function Deploy

27、ment(質(zhì)量功能部署）IS Support: PDM, Notes, DWHMarketing & Sales: Sales Force Auto., CRM,IS Support: IS Based on DBMS, CRMProcurement & Manufacturing: MRPII, Supply Chain ManagementIS Support: MRPII, SRMSales-after Service: Knowledge Management; Tele-trainingIS Support: KM, Tele-trainingHUANG LihuaSchool of

28、 Management, Fudan University知識工作系統(tǒng)深圳華為中研系統(tǒng)New IS Requirement 關(guān)鍵業(yè)務(wù)流程分析：以售后服務(wù)流程為例1）現(xiàn)狀問題分析技術(shù)問題：一方面，維修技術(shù)人員跟不上公司的技術(shù)發(fā)展，使公司的技術(shù)不能有效地服務(wù)于用戶。另一方面，用戶對詳細(xì)技術(shù)資料和培訓(xùn)的需求沒有充分的滿足。調(diào)查表明，目前用戶的技術(shù)提升遠(yuǎn)遠(yuǎn)落后于公司的技術(shù)進(jìn)步。服務(wù)效率問題：各地用服中心能獨(dú)立完成的服務(wù)效率較高。但對于通過求助網(wǎng)絡(luò)，涉及研究、開發(fā)、生產(chǎn)大循環(huán)的服務(wù)效率比較低。2）管理目標(biāo)建設(shè)用服信息網(wǎng)絡(luò)，突破地域限制，加強(qiáng)信息溝通，使各地用服中心能及時地通過網(wǎng)絡(luò)了解和學(xué)習(xí)公司的新技術(shù)，

29、使用戶能通過網(wǎng)絡(luò)了解到公司更多的信息。利用信息技術(shù)，加強(qiáng)求助網(wǎng)絡(luò)。拓寬管理思路，優(yōu)化作業(yè)流程3）新流程的運(yùn)營模式方案在信息技術(shù)的支持下，使投訴問題一次錄入，維修工程師能利用在線技術(shù)文檔和案例庫診斷疑難問題，能通過BBS得到異地幫助；各地維修工程師能資源共享、合理調(diào)度；技術(shù)支援部的工程師和維修現(xiàn)場的工程師能協(xié)同工作；通過二級求助可以迅速有效地得到網(wǎng)絡(luò)式求助；支持群體參與；從而提高對重大疑難問題的解決能力，并促進(jìn)部門間的溝通。HUANG LihuaSchool of Management, Fudan UniversityCustomer Service Process Based on Inte

30、rnet Information SystemsCustomerService centerMaintenance EngineerTechnology SupportInformation Systems(Call Center)BBS DatabaseCases databaseDiagnosis Expert Sys.1234Internet售后服務(wù)管理系統(tǒng)對售后服務(wù)的所有作業(yè)進(jìn)行管理，包括客戶咨詢、投訴處理，維修、升級的管理，備品備件的管理，客戶培訓(xùn)的管理，用戶檔案的管理維護(hù)用戶培訓(xùn)管理系統(tǒng)對用戶培訓(xùn)進(jìn)行管理，包括受理培訓(xùn)申請、制定培訓(xùn)計劃、培訓(xùn)課程安排、培訓(xùn)效果調(diào)查、培訓(xùn)檔案的管理客戶問題處理系統(tǒng)公司內(nèi)外客戶對公司的產(chǎn)品、服務(wù)的反饋投訴的處理，包括客戶投訴的登錄、處理以及處理情況的跟蹤、統(tǒng)計、查詢綜合信息