Management information systems is a tool that mainly hinges on the management of information technology to produce an effective and efficient decision making strategy. this tool mainly focuses at studying people, organizations, relationships and technology to mention but a few. This term is mainly applied in study of businesses and is connected to certain areas such as information systems, expert systems and executive information systems. MIS comprises of several salient features as listed below; accuracy mainly applied when entering data, consistency, completeness which is a high quality characteristic, timeliness which distinguishes old and new information and lastly uniqueness which a high quality work component. Type of MIS Example of Business area Expert systems and neutral Networks Analysis of data, production of recommendations and diagnosis of decisions that are controlled. Decision support systems decision making area, generating statistical projections and to solving problems using external data Transaction processing systems. billing systems, manufacturing schedules and checking registers. Type of report Explanation of the report Trend report Used by managers to categories products and make a comparison of the performance units Exception report Aggregates abnormal conditions of the business and has to prepare them separately Summary report Consolidates information that is obtained from business units, geographic regions and accounting periods. On-demand reports It ascertains specific information that is instantly required. question 2. decision support systems(DSS) are mainly used in providing support to organization activities in decision making and businesses while sorting, ranking and deciding from the many alternatives. they help in the management and planning hierarchies of an organization. DSS has also got several salient features which include; alerts and triggers, ad hoc data filtering and retrieval, data summarisation, data management and then creating data displays. Type of DSS Explanation communication driven DSS this type is used in conducting meetings for a a group to coordinate. In this type of DSS a web or client server technology is deployed. examples may include instant messages software and charts and online collaboration. Document driven DSs This type is so common and mainly targets a big base of client. it is mainly used in searching for web pages and locating documents on a specified keyword. Knowledge based DSS. It involves interacting within the organization when setting up a wide range of systems. Model driven DSS This is a complicated DSS because users are required to carry out an analysis of decisions and decide between the different options. mainly used by staff members and managers. Data driven DSS commonly used by suppliers, managers and staff to get certain specific solutions for certain specific questions Differences between MIS and DSS 1. MIS helps to facilitate communication amongst managers while DSS facilities communication between the corporates 2. MIs puts much emphasis on the information gathered while DSS mainly focuses on he leadership skill and senior management 3. MIS mainly looks at improving the efficiency on operations while DSS looks at making efficient decisions so that the company does the right thing. 4. MIS in not always flexible when it comes to reporting while DSS is so flexible in reporting especially when it involves big volumes of data. Technology Use in knowledge and information management Artificial intelligence used for acquiring knowledge and reasoning case based systems Web 2.0 technologies. Usually apply in blogs and wikis modern systems Sensitivity analyses Since it is the study of how various uncertainties associated with the output of mathematical systems, it helps to understand the relationship between output and input variables in a business. Dynamic programming In business, complex data may be broken down into simple sub problems to effectively solve each of the broken down problems into simpler understandable units that can be used to make decision easily. Linear programming Business output may be analysed to make informed decisions in the business through minimizing or maximizing the output linear function for easy understanding. Break-even analyses It is defined as the estimation of a point on which the expenses are found to be equal to the revenues. Therefore, in a business, that point at which the business gains are equivalent to the losses can easily be ascertained and thus decisions made. Queuing theory This is a mathematical analysis that involves queues or waiting lines. Through this method, it is possible to use the length of the queue to estimate the business operations. Simulation modelling This is deemed as a process that involves an analysis and creation of prototypes that are digital in nature in order to make prediction of the performance of a business in the real world. Therefore, business projections can effectively be made for decisions to be made. Transportation methodology Through this method, business are analysed in a sense that that amount that can be transported can be used to predict the needed amount of out and level of transportation. Assessment Activity 2 – Business Simulation Task 1 Compile Business Report Sub Task 1.1 Obtain information relevant to business issues and prepare for analysis The Coffee House is a premium coffee maker that focuses on franchising their business to locals. The coffee house Coffees is known for its signature range of hot and cold coffee drinks including traditional espresso and ice blends; coffee beans from El Salvador, Colombia, Kenya, Indonesia, Guatemala, Panama, Brazil, Puerto Rico, and Hawaii. Coffee house has its stores in Sydney, NSW and including 2,861 stores in 12 countries. The coffee house also produces capsules and Machines and customer can purchase them from various online website and from stores. The coffee house is facing a drop in the number of customers. A new area manager has been appointed and he noticed that Mosman store losing the loyal (some of them are their customer from last 7 year) customers. Manager of the store stated that this issue s because their shop has a higher price compared to others. 1.1.1 Dear Manager I hope this email finds you well. I’m writing this email in relation ‘The coffee house’. As you are aware of that we need to investigate the issue responsible for the dropping in the number of customer. Please note that in relation to proceed this further I need all the resources related to coffee house. Could you please collect all the internet resources and database for me to investigate further? Thank you in advance. Yours Truly Farha Fazleenali Investigation Officer 1.1.2 Validity and reliability are two important aspects in order to approve and validate the quantitative research. Moskal & Leydens (2002) defined the validity as “the degree to which the evidence supports that the interpretations of the data are correct and the manner in which interpretations used are appropriate”. In other words, validity is the one if the obtained results are truthful and believable. Data discarded Justification Verbal report from the manger I would rather go to the nearby coffee shops as a customer and will investigate their prices. Time series data is got by gathering observations from well-defined items that are obtained through repetition of measurements for a given period of time. This means that measuring the value of retail revenue may every month may also consist of a time series simply because the revenue must be well stated and measured consistently at well-spaced intervals. Mossman’s historical performance can be analyzed using the appropriate data methods as below. Mossman’s historical performance has been tabulated in a table form displaying his performance in the previous several years due to the as illustrated. Excel table 2011 2013 2014 2015 2016 Sales in dollars $34 $31 $30.20 $27 $37 bonus percentage 3% 2.10% 3% 2% 5% bonus amount 5% 3% 4.20% 3.10% 4.20% prices $2,300 $2,500 $2,100 $4,500 $2,100 The root cause of his performance was mainly the change in the demands that were varying as the prices were shooting high in some years as others were declining hence leading to change in the demand and supply as well. According to the manager’s hypothesis, he forecast that due to the change in prices the demand might remain the same which was not the case. But this has been reflected in the above table. As a manager, it is always crucial to identify customer satisfaction with the key drivers. Therefore, performance analysis is effective tools that can be used carry out this. The 3- factor customer satisfaction theory can be used to suggest the study of the relationship amongst the attributes. Therefore, IPA indicates the importance and satisfaction are always higher for core goods as hypothesized by Mossman’s manager. Refer to the attachments for tables Analysis of the time series data and identify the trend in historical business performance for all stores From the drawn pie chart, the performance the trend in in Mossman’s performance has reduced tremendously in the recent years. In the year 2012, the company registered about 52766.35 total sales contributing to 9% to the overall score in eight years. In 2007 and 2009, the total number of sales increased to 57123.83 and later reduced to 49969.31 in 2008. In 2009, the total number of scores reduced further to 46834.01 and in the year 2010, sales increased by 10% to 46347.76 sales. The trend for 2011 and 2012 shows an in improvement in the total number of sales whereas 2012 to 2013 indicates reduction in sales by 2015, to total amount of sales reduced to 46227.7 from 50114.6 average sales in 2015. Visualizing Mossman’s historical performance using the bar chart From the bar chart analyzed, reducing price or increasing the price has not affected the customer satisfaction. On some days, the chart shows that where the prices were reduced, the customer’s satisfactions yet on other days a reduction in price of coffee reduced the customer satisfaction. Terror the Mossman’s manager hypothesis doses not work effectively. The sensitivity analysis of the area managers proposed option Basing on the performance trends in the year 2013 to 2015, the area managers proposed option of lowering the prices top increase customer satisfaction would not solve the challenge in performances of the company. According to the relationship between the customer satisfaction and the preparation time, the challenges of the organization are in the efficiency of the balisters but not in prices. Some balisters have been recorded to persistently take much time when preparing coffee products to customers more than others do. Lowering the process as proposes by the area managers will not solve the problem of poor customer satisfaction if the management does not nit improve the workf0rce among the balusters and improve the quality of production. Final analysis and documentation of your proposed business issue and its associated root causes: Customers perceive service quality basing on different factors that contribute to the services offered right away from the preparation process to the servicing point. Subject to assessment of balister coffee shops, actual experience among the company balisters determines the quality of services they may provide to clients. According to (Sureshhander et al , 2002) service orient firms have a challenge of defining the quality of services which consumers need and in what levels are they required to deliver (Rust and Oliver, 2000). The aspect of managing services require a clear understating of the complicated behaviors among balister shops employees and find its way to the fulfill the consumer perception of the service quality. The major root cause of the current business issues in balister coffee stores is the failure of management to focus on human interactions in service delivery especially monitoring of human attitudes on the quality of products sold at balister coffee shops. Two new objectives to the main objective statement due to the new objectives emerged during analysis To identify the risks associated with the current strategy laid by the manager To establish the impact of customer dissatisfaction and establish activities that is regard satisfactory in the eyes of customers Risk matrix for balister shops Date: 11/03/2017 Rank Risk Description Category Root Cause Triggers Potential Responses Risk Owner Impact 1 Storage Goods may be improperly stored Management Limited space Damages of the products Seeking for extra rooms to store excess surplus The executive department Losses in earnings 2 Transportation Products may be delivered late to the customers Logistics Inadequate transport facilities Delays in distribution of products to the consumers Use the quickest means of transport The logistics department Damages of products in they are perishables 3 Inventory management Commodities may be improperly counted Human resource Insufficient skills in inventory handling Double counting, inaccurate records Introducing technological counting systems, The store keeper Leads to theft of un recorded commodities 4 Information systems Computers can be stolen or the system taking the records my crash Information technology Inadequate performances capabilities of the computers in relation to the system Information loss Backup systems should be put in place The inventory managers A lot of money is wasted to recover the data Conclusion and recommendations Quality customer services are very significant for the success of the business. When the competition is high in the coffees industry, ballista coffee limited must be in position to balance customer satisfaction against the business earnings. To be ahead of the competitiveness, ballista coffee stores must give the desired services and increase customer satisfaction. The company should establish other strategies such as making services request and payments using mobile applications before reaching the shops. It has been discovered the pattern of customer services sat faction is versus the preparation time indicates that the company human resource has a big challenge of balancing the expectations of the customer for the services and reducing customers and minimizing delays. Excel files are attached here below on the following links http://jmp.sh/FgvnDhQ http://jmp.sh/RRLX4y2 http://jmp.sh/pb1arWZ http://jmp.sh/SBY0jO http://jmp.sh/s4rhdfz Task 3 Design a DSS tool and adjust the Knowledge Repository Communication plan: Target Audiences: • Opinion leaders • CEO • Professional/business groups • Industry analysts • Employees (Barista, other staff) • Online audiences (bloggers, for example) Media Message: • CEO will give the message on main communication strategies and new ideas of the company etc., Industry analysts about the new trends and competition in the market. Other stakeholder will be getting the information and sharing their ideas. Frequency: Weekly or Sometimes Monthly Channel of Disseminate will be newsletter, phone calls or email. Policies and procedures: It is important for every employee to have a good sense of ‘what’s going on’ in the cafe. It is management’s responsibility to keep everyone informed of ongoing changes and news affecting The coffee store and our people. Such communication takes place primarily in staff meetings, via email and by posting notices and information to the bulletin board located on the side of the freezer. 3.1.3 Dear Manager I hope this email finds you well. Please be advised the I have received the new data and now the information is new and up to date. Should you have any questions please do not hesitate to contact me. Yours truly Farah Sub Task 3.2 Update Communication Plans and Adjust Knowledge Repository System 3.2.1 Because all he information is private a confidential to protect the information from leakage the company made the new policies. In this policy no file with the critical information is allowed to send through email. An I-cloud system can be used. 3.2.2 This new system can sync files across iOS and Android based smartphones and tablets and can trace the delete files. Also this system sync files through IOS and Android system and will allow to team a real-time collaboration. [email protected] 3.2.3 Password: Gentlemen@18 3.2.4 The Early Framework of Decision Support System consists of four phases: • Intelligence – Searching for conditions that call for decision; • Design – Developing and analysing possible alternative actions of solution; • Choice – Selecting a course of action among those; • Implementation – Adopting the selected course of action in decision situation. DSS technology levels (of hardware and software) may include: To Implement the decision support we created the I cloud and password. I information will only be share with the staff and area manager. The password will be given to the the responsible staff members and once a person leaves the job the password will always be changed for the security reasons. References Laudon, Kenneth C.; Laudon, Jane P. (2009). 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C.; Feng, W.; Singer, W. (2012). "Scaled correlation analysis: a better way to compute a cross-correlogram". European Sureshchander, G.S., Chandrasekharan, R., Anantharaman, N. (2002) Determinants of customer perceived service quality: a confirmatory factor analysis approach. Journal of services marketing. 1(16): 9-34. Rust, R. T., & Oliver, R. L. (2000). Should we delight the customer? Journal of the Academy of Marketing Science, 28, 86–94