Framework information management infrastructure

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framework information infrastructure


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Information Management Infrastructure for E-Commerce:

Information Management Infrastructure for E-Commerce The concept of an information management infrastructure Creating an information management infrastructure –identifying, capturing and retrieving knowledge Knowledge management systems The technologies of interface building The criteria for an effective user interface

An information management infrastructure:

An information management infrastructure A framework for information management A digital nervous system a combination of hardware and software, clearly distinguishable from a mere network of computers, designed to provide knowledge workers with accurate, immediate and rich information.

Technologies and processes for information infrastructure:

Technologies and processes for information infrastructure By combining processes and technologies as shown in the ESF, an information/knowledge management infrastructure supports the continuous process of transforming data and information into organisational knowledge and distributing it throughout the organisation.

Creating a knowledge management infrastructure:

Creating a knowledge management infrastructure Identify knowledge sources from data sources Capture knowledge - using databases and information systems Establish a mechanism for knowledge retrieval - a web interface

Databases for capturing information:

Databases for capturing information Computerised filing systems before database The problems with them The concept of a database The advantages of a database Databases for corporate information systems

Types of database:

Types of database Hierarchical: Relationship between records is one-to-many. Not practical for today’s environment. Network: Supports many-to-many relationship but is inflexible. Relational: Supports all types of relationship and allows alteration easily.

PowerPoint Presentation:

Object oriented dB: storing the properties of data and their processing methods as objects; supports integration between systems. Hypermedia dB: Uses hyperlinks to relate documents, and is compatible with the Internet.

Web-enabling of systems:

Web-enabling of systems Knowledge can be captured in databases directories expert systems and case-based reasoning systems. EC applications work by the web-enabling of these systems.

Knowledge management systems:

Knowledge management systems Enterprise resource planning (ERP) Customer relationship management (CRM) Intranets Groupware Extranets.

Enterprise Resource Planning:

Enterprise Resource Planning An ERP system streamlines a company’s data flows and provides management with direct access to a wealth of real-time information. Directory Services and Middleware are used to facilitate this process.

Directory services:

Directory services DSs maintain databases on users, services, hardware and software resources of a network and provide on-line search facilities for users to locate information and services.

Examples of directories for EC:

Examples of directories for EC An directory of addresses of e-mail users’ Directories of passwords and user-IDs Directories for security credentials for trading partners A directory of users of the applications involved A directory of the company’s data resources


Middleware Middleware provides the much needed integration between the backend systems and desktop Internet applications. B2B middleware provides seamless, automatic and real time communication between intra- and inter-organisational systems at both data and process levels.

Technologies for middleware development:

Technologies for middleware development Common Object Request Broker Architecture (CORBA) Microsoft’s Component Object Model (COM) Based on object oriented technology

Customer Relationship Management :

Customer Relationship Management A CRM system collects information from all possible sources by registering every customer ‘event’ and uses it to improve customer relationship.

Tools for CRM:

Tools for CRM Data warehouse - a repository of historical data extracted from all corporate systems and made accessible to business users. Data mining - the analysis of data stored in a warehouse.

Data warehousing:

Data warehousing Data warehousing facilitates decision support at 4 levels: routine queries more complex queries modelling based on historical data making prediction voluntarily, based on the models.

Data mining:

Data mining Uses the following tools: Neural computing Intelligent agents Association analysis

Steps in CRM:

Steps in CRM Creating a centralised DW Developing expertise in the organisation Choosing the CRM products (the hardware, software and operational tools for data warehousing and mining) Providing the management support necessary Utilising the models and predictions made by data warehousing tools to introduce changes in the business processes. Building an interface suitable for all personnel involved in gathering customer information.

The criteria for an effective interface :

The criteria for an effective interface The 7Cs concept of user interface design: Context: the ethos Content: the features Community: user-to-user communication Customisation: adjustability Communication: customer-to-site dialogue Connection: link to other sites Commerce: business processes

An intranet for knowledge management:

An intranet for knowledge management The objectives of an intranet are to provide: Facilities for sharing resources Internet-type interface for the acquisition of information Communication with trading partners. The benefits Save time Provide efficient customer service Improve communication and knowledge sharing Facilitate teamwork Improve the speed, security and efficiency

Characteristics of an effective intranet:

Characteristics of an effective intranet Usable Robust Integrated Secure Appreciated by users through skill and motivation.


Groupware Groupware is software which provides resources for a team to work interactively, regardless of the physical location of individuals. Some groupware applications for knowledge sharing are: Emails Web collaboration Message passing by notice boards Workflow management

An extranet:

An extranet An extranet encompasses an organisation’s trading partners in its network. Issues important in building an extranet are: Security The choice of technology The integration of systems Development and implementation strategies Management and maintenance.

Important issues in building an extranet:

Important issues in building an extranet Security The choice of technology The integration of systems Development and implementation strategies Management and maintenance.

The technologies of interface building:

The technologies of interface building HTML DHTML VRML XML XSL Java Scripting languages CGI

An effective user interface:

An effective user interface An KM interface must be acceptable to its users. This necessitates user participation in the design and implementation of the system. An interface must be: Integrated Transparent Customised Reliable

Enterprise portal:

Enterprise portal Enterprise portals provide an all-encompassing interface for knowledge distribution. They must be: Personalised Well managed Useful to individuals as well as groups

Why a knowledge management infrastructure might fail:

Why a knowledge management infrastructure might fail A KMI often fails because of: Company size Information overload Hoarding of knowledge Intangibility of benefits Lack of expertise Obsolescence of information.


Questions/discussions To what extent do you think the websites (and portals) in common use today subscribe to the criteria for an effective interface for information management? How do you, as customers, feel about the concepts of CRM?

Case studies:

Case studies Frito-Lay Cisco Mansfield Motors W. H. Smith

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