Page 160 - DMGT522_SERVICES MANAGEMENT

Unit 7: Delivering Services on the Web

Notes
Figure 7.1: Information System
LEVEL SERVICED GROUPS TYPES OF SYSTEMS

STRATEGIC Executive support systems
Senior
managers

Management
information systems &
MANAGEMENT Decision support
Middle managers
systems
KNOWLEDGE Knowledge
work systems
Knowledge
workers
OPERATIONAL
Transaction
Operational processing systems
Managers

Marketing Finance Operations Human Resource Accounting
Knowledge-level systems: They are known as knowledge work systems and service internal
customers who are software programmers, faculty members in universities, scientists and
technicians in research laboratories, engineers, design scientists, economists, etc. The knowledge
workers use their knowledge to solve the organisation’s problems, tasks and assignments as
also create new knowledge.
Management-level systems: They are also called Management Information Systems (MIS) and
Decision Support Systems (DSS), servicing middle managers. The managers require information
and models to carry out their chief tasks like planning, controlling and decision-making. While
MIS provides decision makers with periodical (weekly, yearly, etc.) reports on performances,
DSS, with the help of mathematical models and other information helps in solving structured
and semi-structured problems. DSS helps the manager in scenario building and grapple with
‘what-if’ analysis.
Strategic-level Systems: They are also called executive support systems and service senior
management personnel. These systems consist of advanced graphics and communication software,
with detailed information on their firm’s external and internal environment factors. The top
executives take long-term strategic decisions that affect the fortunes of the firm, across all its
entire length and breadth.

There is a dearth of research in this particular area of a relationship between technology adoption
and enhanced competitiveness in the Indian service sector.
The sectors that have been studied are:

Government
Banking
Retailing

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