Management Information Systems: Case Study on M&S

This report provides an overview of M&S, their functional areas, and the types of data used. It also compares tactical, operational, and strategic data and discusses how these levels serve the hierarchy of the business.

Management Information
Systems

Table of Contents
Introduction......................................................................................................................................1
Overview of Case Study..............................................................................................................1
Question 1........................................................................................................................................1
a) Select an industry.....................................................................................................................1
b) Real- world organisation.........................................................................................................1
c) Overview of M&S...................................................................................................................2
d) Web address of M&S..............................................................................................................3
Question 2........................................................................................................................................3
Functional areas of M&S.............................................................................................................3
Functions performed by each unit...............................................................................................3
Types of data related with functions............................................................................................4
How that data is used by M&S....................................................................................................4
Question 3........................................................................................................................................5
Compare tactical, operational and strategical data......................................................................5
Ways in which three levels serve hierarchy of business..............................................................6
Question 4........................................................................................................................................7
Operational database and CRM technologies..............................................................................7
Data mining, data analytics and data warehousing......................................................................8
Cloud based and out-sourced data management services and platforms.....................................8
Mobile and web based access to platforms..................................................................................8
Question 5........................................................................................................................................9
PELS considerations for M&S....................................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11

Introduction
Management information system is defined as a computer based system that is liable for
rendering managers with tools for organisation, evaluation and effective management of
departments in an organisation (Abrink, Nilsson and et. al,, 2014). This is united set procedures
that are liable for gathering organised data which is relevant and reliable. To understand the
concept of management information system, case study on M&S has been taken into
consideration which is a public limited company and deals within retail sector. This report
comprises of overview of an organisation, their functional business units and different aspects
related with data. Furthermore, technological solutions will be provided for implementation of
certain concepts and various issues such as social, legal, ethical and professional with respect to
firm will be discussed.
Overview of Case Study
Marks & Spencer (M&S) has announced that their pre-tax profits have been decreased as
compared to previous years. For this, they planned to make use of e-commerce strategies for
development of closer relationships with their customers. Along with this, they are thinking for
developing Chargecard customer database to their target customers in an effective way. The
emphasis is laid on creating an competitive environment.
https://www.open.edu/openlearn/money-management/management/business-studies/the-market-
led-organisation/content-section-4.4#
Question 1
a) Select an industry
The retail sector has been taken into account as it involves wide range of product list
which ranges from clothing, food and home products.
b) Real- world organisation
M&S has been considered in this report. They render their services worldwide which
denotes that problems faced by them will be also high. Therefore it is necessary that appropriate
information technology systems are being utilised by them to have improvised results.
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Products offered: Food (known for innovation, quality and freshness credentials) and
clothing & home (wearable and contemporary style at greater value).
Services offered: M&S bank (render wider financial services such as current accounts,
insurance, mortgages, savings account and credit cards), M&S energy (providing fully renewable
value electricity).
c) Overview of M&S
The organisation was founded in 1884 by Michael Marks and Thomas Spencer. It is
headquartered in Waterside House, London, United Kingdom. They have around 1460 stores
around the world. They render their services in near about 57 countries and have become one of
the leading retailers within the UK. Organisation is liable for rendering their services in home
products, quality clothing and food products. They have been listed on London Stock Exchange
as well as are crucial constituents of FTSE 250 Index. They acknowledge significance of being
in touch, inspiration, integrity & innovation and stand by these values in whatever services they
furnish to their customers. Through continuous innovation, M&S build their products, tailor
shopping experience for enhancing shopping experience of their probable consumers around the
world.
Mission statement: “It reflects what organisation business is and what is there key
purpose”. It involves rendering new quality products within area of food, clothes, financial and
home services along with this, it comprises of social revolution by rendering working class with
wide variety of clothes. M&S's mission statement also involves delivery of higher quality
products at affordable prices. Apart from this, emphasis is laid on rendering customers with
value for money. Basically, it illustrates the standards against what is measured and formulate
inspirational quality that is accessible for all along with service, values, trust and innovation (Al
Shobaki and Naser, 2016).
Vision statement: “To be standardised against which others are measured”. Benchmark is
conducted by other organisation within implementation of similar strategies in their business
practices, competitor’s aspiration for gaining identical levels of quality. It assists working within
end congruity which comes from within and comprises of giving sense of hereafter, furnish
purpose devising schemes, creation of platform with identical intent, reflect values and lay down
behaviour guidelines.
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Goals: It includes enhancing sales as well as market shares within retailing, offering
differentiation strategies by rendering innovation, quality and freshness. Along with this, become
world's sustainable retailer.
Organisational structure: Flat structure is being followed by M&S and posses restricted
management levels in between different front line employees and administration. This structure
is being followed by organisation to involve their employees within decision making process
(Anderson, Wipfel and Westerfield, 2015). The reason for this is to eliminate bureaucracy and
enhance the skills of employees by involving them within decision making process. Along with
this, as the levels of communication with management of M&S are less among top managers as
well as base line employees, it will be easy to make quick changes as well as identify solution to
the problem.
d) Web address of M&S
The official website of firm is “https://www.marksandspencer.com/”.
Question 2
Functional areas of M&S
For rendering functions in an effective and required manner each organisation possesses
different units those are liable to proves unique experience to their customers. Within Marks &
Spencer, human resources are liable for recruiting employees by which they can attain their goals
and furnish training as per skills possessed by them (Demian and Walters, 2014). The other
functional unit is marketing that will advertise their products within the market as well as
identify demands of their probable customers. Finance implies the cost needed by each unit for
delivering their services and acts as an important aspect as without this it won’t be possible to
deliver the services as per required standards. Production is the other unit that is liable for
furnishing services to customers by transforming raw materials into the final product.
Functions performed by each unit
Management information system can be used for having information related with distinct
individuals who have submitted their application for vacancies within M&S. This will enable
management to identify qualified candidate by screening the profiles of each for specified job
role (Brocke and Rosemann, 2014). Furthermore, decision support system can be utilised by
them for formulation of decisions in context of who should be recruited. Apart from this, by
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making use of DSS M&S can identify the buying behaviour of their probable’s customers like
what they like at specified time frame and accordingly services must be provided to them.
Through this, firm will be able to acknowledge the changing demands of their customers. For
management of finances, TPS (transaction processing systems) can be used so that each
functional unit of M&S have appropriate budget by which they can deliver services in an
effective manner.
Each functional unit have different expectations in context of resources needed for carrying
out their operations, they can range from raw materials to workforce required for delivering the
end product (Demian and Walters, 2014). For an instance R&D, is liable for formulating
hypothesis with respect to what is required by their customers and this can be attained from
marketing unit. The feasibility analysis will be carried out to analyse whether it is practically
possible or not.
Types of data related with functions
M&S can make use of management information system (MIS) for retrieving data that
involves details related with different operations that firm is liable to carry out. This will lead
decision support system to have relevant information and develop decisions accordingly either in
context of what has to be stored within inventory of customer relationship management (Li and
et. al ., 2015). It will allow M&S to develop policies and strategies as per conditions which
prevails within working environment of firm. Through usage of transaction processing system,
all transactions can be made and cross verified to analyse that there do not exist any kind of
errors within it. This will also provide surety with respect to that firm do not runs out of budget
for delivering their services. Apart from this, Tesco can utilise customer relationship
management tools for ensuring that effective relationship is maintained in between different
personals of organisation and their customers. This will lead firm to render services as per
demands of their customer. Apart from this, feedback can be taken from them to analyse their
satisfaction level so that things can be provided in better and amplified manner as per their
expectations.
How that data is used by M&S
Human resource manager of organisation need to have access to distinct online job
platforms so that they can formulate job advertisement as well as look for the well qualified
candidates for specified job role (Fountas and et. al., 2015). This will assist them to screen
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appropriate individual for specific position. Furthermore, marketing unit of M&S needs details
related with production or manufacturing processes so that they can carry out their
responsibilities accordingly. If they do not have data then it will become very difficult for them
to deliver their services as they have to promote products which are being offered by
organisation to their customers (Li and et. al ., 2015). Along with this, manufacturing team
delivers their services as per market analysis that has been conducted by marketing team. This is
done to acknowledge demands of customers and formulate products as per their expectations.
Thereby, each functional department or unit of organisation can ensure that they deliver services
as per demands of market and make use of information appropriately so that anticipated needs
can be accomplished.
Question 3
Compare tactical, operational and strategical data.
Strategic data Tactical data Operational data
An executive manager makes
use of such kind of data along
with this executive and
decision support systems are
also used which enables them
to develop plans.
Such type of data is being
utilised by mid level managers
who are responsible for taking
instructions from executive
managers and develop
strategies & policies according
to that (Malcolm and et .al,
2015).
They comprises of details
related with activities that
have to be carried out by low
level managers. Basically,
they are the guidelines made
by middle level managers for
bottom staff.
The plan has developed
that will render details
associated with crucial aspects
of M&S which includes
values, mission, vision, goals
and objectives (Lim, 2016). It
can be carried out through
utilisation of management
With respect to this, practical
steps will be formulated by
making use of decision
support system for making
sure that gaols are being
attained in stipulated time
duration.
Management information
system will be liable for
maintaining details associated
with processes, products and
stocks so that if any problem
is faced by employees of
M&S then the details can be
reviewed and appropriate
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information system. actions can be taken..
Ways in which three levels serve hierarchy of business
Levels Decision Making Functional area
Operational systems They are liable for keeping
track of activities and
transactions which are being
carried out within M&S. For
this transaction processing
system can be utilised by
management of firm.
Transactions such as sales
which have occurred, credit
decisions, receipts and flow of
raw materials within
inventory is contained within
operational system as it will
enable to perform operations
as per desired standards
(Meyr, Wagner and Rohde,
2015).
Management systems They are liable for
monitoring activities and
operations carried out by
employees along with this
formulate decisions, control
and administration is also
carried out by middle
managers of M&S. Here, TPS
and MIS information systems
will be utilised for
identification of whether
operations are carried out as
per guidelines furnished (Liu
and et. al., 2014).
They are responsible for
hiring the effective workforce
and after doing this training is
given to them so that they can
understand working of M&S
and the ways in which they
deliver their services. Along
with this management monitor
and track activities that are
being carried out by
employees.
Strategic systems It aids senior managers to
handle and handle strategic
issues and trends which exist
Manufacturing or production
department of M&S will be
responsible for furnishing an
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in internal as well as external
working environment. This is
done to ensure that they abide
to the policies which are
formulated by other agencies
while rendering their services.
innovative idea which will
assist M&S to render services
through which they will be
able to accomplish needs of
the market (Theorin and et.
al., 2017).
Information system acts as a crucial factor that is liable for assisting within formulation
of decision within M&S. Knowledge management techniques can be utilised as it will assist
management to extract knowledge from data and van be utilised as an important asset within
carrying out activities. Basically, it renders a concept that is related with management and
storage of information or data that is being obsessed by firm (Meyr, Wagner and Rohde, 2015).
This will assist M&S within gathering, sharing, development and administration of data which
will enable them to utilise knowledge or information. It creates positive impact on organisation
as this can be used for performing operations as per desired standards and will lead them to
acquire enhanced profits. M&S needs to make sure that processes are being carried out in context
of market needs. Management needs to ensure that they meet needs of evolving requirements of
marketplace. Along with this, for this it is important that there systems and software are updated
so that there do not exist any vulnerability or loophole through which third person might have
access to information (Narain Singh, Gupta, and Ojha, 2014). It will make M&S stand out from
their competitors. Apart from this, it is important that there workforce is well qualified so that
performance of firm is not affected. Other important aspect is finance needs to be handled in an
appropriate manner so that there is no imbalance in funds which might hamper their services.
Question 4
Operational database and CRM technologies
The instance of database which creates and updates larger amount of data with respect to
real time environment is defined as operational database. M&S can utilise different technologies
as it will support or render them with concurrency, recoverability, speed and data integrity. CRM
techniques can be used by M&S for retention of their customers, maintenance of cloud based
data and carrying out predictive analysis (Abrink, Nilsson and et. al,, 2014). This will assist
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organisation for making sure that services are delivered in an suitable manner through which
needs of their customers can be accomplished.
Data mining, data analytics and data warehousing
The process of construction and utilisation of data warehouse is defined as data
warehousing. This can be used by M&S for making reports and carry out data analysis that will
assist within making sure goals and objectives of firms. This will lead them to render their
services accordingly. The process is related with recognition of huge data seta which involves
intersection of database management, machine learning and statistics. Through this, M&S can
acknowledge the buying patterns of their customer and render services according to that. Data
analytics is a term which illustrates science which is being used for carrying out analysis of raw
data by which conclusions can be made with respect to information (Malcolm and et .al, 2015).
This denotes that information gathered can be used by M&S for delivering services according to
required standards.
Cloud based and out-sourced data management services and platforms
Practices where network of remote servers is being hosted on internet for management,
storage and its processing of data rather than only present on personal computers is referred to as
cloud computing. This will assist M&S for having access to services at any moment and from
anywhere as per their requirements. This will enable them to render services according to needs
of their potential customers (Al Shobaki and Naser, 2016). By outsourcing of services at global
levels, it will become easy for M&S to handle different situations which might prevail within
working environment of the any market. For an instance, by making use of clod computing
unnecessary cost can be eliminated in terms of storage, maintenance, handling and security
perspectives. Thus, it will lead firm (M&S) to emphasise on addressing need of their customers
rather than other aspects related with management of information.
Mobile and web based access to platforms
M&S possess their own website which makes people aware about what is being delivered
by them to their customers along with important details related with them which might be known
to their customers (Narain Singh, Gupta and Ojha, 2014). Along with this, mobile based services
are being rendered by them that assist them to reach maximum of customers as online services
can be delivered in an effective manner. Individuals can login by making use of their credentials
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and look for what is being required by them as well as carry out online activities. Apart from
this, security will be ensured so that any third person does not get access to their important
credentials. This will lead M&S to have loyalty of their customers.
Question 5
PELS considerations for M&S
Information system have made firms successful at present scenario which aids them within
delivering enhanced services and meeting needs of their customers in an amplified manner. But
if information technology is used in an improper manner then it will lead to creation of certain
problems to their employees and organisation on the whole. This can be acknowledged by
making use of certain processes that created by using pessimistic usage of technologies (Demian
and Walters, 2014). Cyber crimes imply usage of information technology for carrying out crimes
which ranges from annoying users computer towards large financial losses and even threat to life
of individuals. The growth of smart gadgets and other high end devices which have access to
internet creates pessimistic impact on both organisations and individuals. These activities are not
ethically and socially appropriate. Furthermore, if anyone is monitoring operations which are
being carried on their network. These implies professional issues and are also legally not an
appropriate as each have their own personal information and when it comes to monitoring the
network of organisation then there might be confidential information. Through usage of social
engineering techniques, information systems can be exploited. Ethics denotes what is right and
wrong which is being used by individuals for rendering their services and formulate decisions.
Ethics in management information system are liable for protecting and safeguarding society and
individuals by making use of information systems in an appropriate manner. For this, code of
conduct and ethics must be defined by which all employees must abide to (Brocke and
Rosemann, 2014). An ICT policies refers to set of guidelines which illustrates the way in which
organisation makes use of information technology. M&S needs to adhere to certain policies so
that they do not fall into legal troubles and it will also allow them to have integrity within their
information. As per ICT policies, use of software must be licensed along with this, they needs to
be updated with respect to latest patches that have been released with respect to security reasons.
Furthermore, rules on which passwords will be created with respect to ways in which passwords
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can be formulated, changing password and many others. Along with this, training must be
rendered with respect to ICT and MIS.
Conclusion
From above it can be concluded that, information systems are used by firm to make sure that
services are delivered as per standards formulated by them. This will lead organisation to
accomplish needs of their customers according to their requirements. Apart from this, cloud
services will lead to make sure that services are being delivered to customers according to needs
as well as expectations. For an instance, services rendered by firm can be accessed by individuals
whenever it is required in case they make use of cloud computing. For ensuring that departments
deliver their services in impelling manner different information systems can be used as it will
assist within formulation of decisions and thereby produce their services. Along with this, they
need to ensure that ethical, professional, legal and social considerations so that they can provide
services by adhering to certain criteria.
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References
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Online
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led-organisation/content-section-4.4#
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