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KOMUNIKASI DALAM MENDUKUNG PENGAMBILAN KEPUTUSAN
Pertemuan-7
Mata Kuliah : CSS 113 , Konsep Sistem InformasiTahun Akademik : 2012/2013
Sasaran Pembelajaran :Pada akhir pertemuan ini, diharapkan mahasiswa akan mampu :Menunjukkan hubungan komunikasi dalam mendu kung pengambilan keputusan dalam konsep work sistem
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Materi Pokok
• Konsep Dasar komunikasi• Konsep dasar pengambilan keputusan• Dukungan IS pada komunikasi dan pengambilan
keputusan
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Opening Case ....
• What do you think?• Is “mass customization” as mentioned here going to be
a major force?• What type of information system is this?• It is:
– an information system that supports communication and decision making
• Compare & contrast this with online shopping
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Can we use the WCA to describe this case?• Sure!
©1999 Addison Wesley Longman Slide 5.3
Table 5.1Customizing Jeans at Levi Strauss
CUSTOMER
Person purchasing jeans
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©1999 Addison Wesley Longman Slide 5.4
Table 5.1Customizing Jeans at Levi Strauss
PRODUCT
Customized pair of jeans
Measurements representing the best fit
Manufacturing specification for the customized pair of jeans
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©1999 Addison Wesley Longman Slide 5.5
Table 5.1Customizing Jeans at Levi Strauss
BUSINESS PROCESS
Major Steps:
•Take measurements
•Try on special samples to get perfect fit
•Transmit to factory in Tennessee
•Manufacture jeans
•Mail jeans to customer
•Store specification for reorders
Rationale:
•Sell customized jeans that really fit the customer.
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©1999 Addison Wesley Longman Slide 5.6
Table 5.1Customizing Jeans at Levi Strauss
PARTICIPANTS
Customer
Salesperson
INFORMATION
Customer’smeasurements
Manufacturingspecifications
Delivery address
TECHNOLOGY
Sample pairs for fittingthe customer
Technology forproducing the jeans
Computers and datacommunication network
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©1999 Addison Wesley Longman Slide 5.7
Table 5.2Ways information Systems Can Improve Communication and Decision
Making Performance within Business Processes
RATE OF OUTPUTImprove communication: Communicate more information or more types to more peopleImprove decision making: Make more decisions using better, more complete information
CONSISTENCYImprove communication: Make sure different people receive the same communication Improve decision making: Make sure repetitive decisions are made in the same way
PRODUCTIVITYImprove communication: Achieve more communication with less effortImprove decision making: Make better decisions with less effort
CYCLE TIMEImprove communication: Eliminate undesirable delays in communicationImprove decision making: Eliminate unnecessary delays in decision making
FLEXIBILITYImprove communication: Permit communication in many different formsImprove decision making: Maintain decision quality across a wider range of situations
SECURITYImprove communication: Make sure communications go only to the intended recipientsImprove decision making: Make sure decisions are controlled only by those authorized to make the decisions
©1999 Addison Wesley Longman Slide 5.7
Table 5.2Ways information Systems Can Improve Communication and Decision
Making Performance within Business Processes
RATE OF OUTPUTImprove communication: Communicate more information or more types to more peopleImprove decision making: Make more decisions using better, more complete information
CONSISTENCYImprove communication: Make sure different people receive the same communication Improve decision making: Make sure repetitive decisions are made in the same way
PRODUCTIVITYImprove communication: Achieve more communication with less effortImprove decision making: Make better decisions with less effort
CYCLE TIMEImprove communication: Eliminate undesirable delays in communicationImprove decision making: Eliminate unnecessary delays in decision making
FLEXIBILITYImprove communication: Permit communication in many different formsImprove decision making: Maintain decision quality across a wider range of situations
SECURITYImprove communication: Make sure communications go only to the intended recipientsImprove decision making: Make sure decisions are controlled only by those authorized to make the decisions
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Basic Communication Concepts• Social Context• Personal, Impersonal and Anonymous
Communication• Time, Place and Direction of Communication
7-10
©1999 Addison Wesley Longman Slide 5.8
Table 5.3Communication Technologies Classified by Time and Place of Communication
SAME PLACE
Same time:
•Presentation systems
•Group decision support systems(GDSS)
Different time
•Transaction databases
•World Wide Web
•Electronic mai l
•Voice mail
DIFFERENT PLACESame time:
•Typical telephones
•Computer conferencing
•Video telephones and conferencing
•Nonrecorded radio or TV broadcast
Different time
•Transaction databases
•World Wide Web
•Electronic data interchange (EDI)
•Electronic mai l
•Voice mail
•Fax
•Prerecorded radio or TV broadcast
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Basic Communication Concepts
• Approaches for Improving Communication– Enhancing communications (presentation tools)– Self-service…deal with machines for simple stuff, let people
take the exceptions– Make things systematic and well-ordered– A richer language is developing…multimedia
• Can technology help us with the “spatially and temporally dislocated workforce?”
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Basic Decision Making Concepts• Steps in a Decision Process• Rationality and Satisficing• Common Flaws in Decision Making• Approaches for Improving Decision Making
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How IT can counteract problems in the decision-making process
POOR FRAMINGDescription: Allowing a decision to be influenced excessively by the language used for describing the decisionHow an information system might help: Provide information encouraging different ways to think about the definition of the issue
RECENCY EFFECTSDescription: Giving undue weight to the most recent informationHow an information system might help: Provide information showing how the most recent information might not be representative
PRIMACY EFFECTSDescription: Giving undue weight to the first information received How an information system might help: Show how some information is inconsistent with the first information received
POOR PROBABILITY ESTIMATIONDescription: Overestimating the probability of familiar or dramatic events; underestimating the probability of negative eventsHow an information system might help: Make it easier to estimate probabilities based on pertinent data7-15
How IT can counteract problems in the decision-making process
OVERCONFIDENCEDescription: Believing too strongly in one’s own knowledgeHow an information system might help: Provide counterexamples or models showing that other conclusions might also make sense
ESCALATION PHENOMENADescription: Unwillingness to abandon courses of action decided upon previouslyHow an information system might help: Provide information or models showing how the current approach might give poor resultsASSOCIATION BIASDescription: Reusing strategies that were successful in the past, regardless of whether they fit the current situation How an information system might help: Provide information showing how the current situation differs from past situatioins
GROUPTHINKDescription: Bowing to group consensus and cohesiveness instead of bringing out unpopular biasHow an information system might help: Provide information inconsistent with the current consensus and prove its relevance
7-16
Decision-making in action...
• Let’s discuss decisions that you’ve made recently• How about your decision to register for your
courseload…how did you decide?• How does this fit with the the phases and common
flaws we’ve discussed?
7-17
Roles of Different Types of Information Systems in Communication and Decision Making
• Office Automation Systems: Supporting General Office Work• Communication Systems: Making Communication Effective and
Efficient• Transaction Processing Systems: Structuring Repetitive
Communication and Decision Processes• Management and Executive Information Systems: Providing
Information Systems for Management• Decision Support Systems: Providing Information and Tools for
Analytical Work• Execution Systems: Helping People do the Work that Provides
Value for Customers
7-18
Office Automation Systems
• Spreadsheets• Text/Word processing• Presentation (e.g. Powerpoint)• Database systems• Others?
7-19
Communication Systems• Teleconferencing (October 12th class will explore this
further)• Messaging
– Asynchronous (email, vmail)– Synchronous (chat & instant messaging)– Fax
• Is fax dead?
• Issues with messaging? • Groupware
7-20
Transaction Processing Systems• We talked about this during our database discussions…• Systems that store data about transactions, which are
business “events” that generate information in a system
Management/Executive Information Systems• Support management decisions
– information about organizational performance and operation
• EIS provides this for senior management– adds information about external context of business– Focus on strategic, not tactical issues 7-21
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