BUS4002: Management Information Systems Case Study Analysis - IS 13

This case study analyzes the Management Information Systems (MIS) of "Vets R Us," a veterinary practice with nearly 1,000 branches. The study explores the functional business units such as human resources, finance, operations, and administration, emphasizing the need for information systems to manage data, improve service quality, and support decision-making. It delves into the different levels of data usage within an organization (strategic, tactical, and operational) and their respective applications. The case study also examines operational databases, CRM technologies, data warehousing, data analytics, and cloud-based data management platforms and their role in enhancing business operations. It highlights the use of information systems for strategic decision-making, operational efficiency, and customer relationship management. The study also explores the benefits of using information systems for different levels of management to make informed decisions and improve the quality of services.

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Management Information System

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Contents
Task 1..........................................................................................................................................................1
Task 2..........................................................................................................................................................4
Task 3..........................................................................................................................................................7
Task 4..........................................................................................................................................................9
Reference...................................................................................................................................................12

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Task 1
Functional business units
"Vets R Us" deals in veterinary practices in the UK with almost 1,000 branches. In order
to maintain its management with new technology and future business growth, they focus on the
performance of each individual and manage to provide an equal opportunity to enhance their
skills and capabilities. Every organization has some common functional units in which the
information is needed are management, operations, marketing, Accounting, and finance. An
information system is needed for collecting appropriate data which includes the quality
management and control of inspection of the business. It helps in capturing, storing, analyzing
and retrieving the data and helps in providing the opportunity of gathering the cumulative
information for the competent interpretation. Information systems in business are the
combination of people, hardware, software, network communication and sources of data that
collect, transform and disseminates the information.
In the functional business units, the Human resources area is the main focus for managing
the people of the organization of all the branches. Its main function is hiring staff, analyzing the
requirements and helps the organization in achieving the goals. HR is responsible for attracting
the employees and ensuring that they perform their duties. Information will be required to
analyze that the appropriate HR leadership is there in an organization so that the issues of
employees are considered. It is required to have the information on employees' competencies and
capabilities to perform the tasks given to them. Forgiving the training to the employees it is
required to identify the skills which are required to improve in employees. To measure and
observe the skills of employees and managing the legal contract arrangements (Laudon and
Laudon, 2011). HR has to keep the record of all employees and has to take care of the areas
which require improvement and also have to arrange an effective training session for the
employees. For recruitment, they also had to collect information about the applicant's profiles
and matching them with the skills and capabilities. The finance department is one of the most
important functional areas of the organization. For keeping the records of all the transaction in all
the branches and franchise, information is needed (Noe, et al., 2017). Maintaining the budget,
salary calculation, bills, EPF, information is required to be maintained in information systems.
The operation department of the organization needs to keep the record of samples, x-ray, scans,

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and reports that can be maintained in systems. For the daily appointment, Admin department
systems can be managed where the customer can take the appointment online for visiting the
nearby branch. Information systems will help in making the organization well structures and
convenient ambiance for the clients and employees (Melville, 2010). The admin department will
collect the information of clients and their problems and will be recommended and take the
action promptly. Information system helps in managing the details easily and can get access to
past information easily of clients.
Information systems are essential for improving and measuring the quality and service of
organizations. To provide effective and efficient services for the animal’s health and benefits to
clients can be provided by implementing the information system (Chaffey and White, 2010). For
accessing the information on systems it is necessary to update the technology in the organization
as the clients are facing issues to get the health care for their pets in the UK. For taking the
appointment online and drug prescriptions online can help in getting the care on time without
any delay in taking care.
The implementation of information systems in an organization requires technical and
managerial skills and has to follow the sequential steps for making the operational new system.
Technology and information systems are major components for the success of the organization
and major functional units in business are the finance, HR, operation, and Admin. It helps in
supporting the business as it treats the customer request as inputs and services to the customer as
an output.
Information system helps in making the decisions in daily operations. Information
systems help the managerial level in setting the goals and objectives of a business. It will help
the organization to make effective decisions for the growth and providing the best services to
customers in the UK. All the tasks can be performed on time with the support of effective use of
information when the details can be accessed easily at all the branches of the organization; it will
be convenient to perform the task on time (O'Brien and Marakas, 2006).

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Task 2
Operational, strategic and tactical data
The organization has a different level of functional areas which requires a different level
of information. Hierarchy followed within an organization requires the planning, controlling and
decision making with the information. The three levels in the organization at which data can be
used are strategic, tactical and operational and there is a direct correlation in the levels and
information that is being communicated in an organization. Strategic data in information systems
are used by the management of the top level in an organization. It includes the CEO or directors
of the business who takes the long term decisions. It includes the information which is assembled
from internal and external sources (Gorry and Scoot, 2017). Tactical data is managed by the
middle level of management most employees for managing and planning the projects.
Operational data is used by the operational level in an organization where the information.

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The organization has the operational level includes in performing the day to day
transactions of the business. Nurses and staff are the operational levels of management. It also
includes the cashier of the finance department who processes the transactions daily in an
organization. In this level, the users make structured decisions as they have to follow the rules
that guide them in making the decisions daily. They analyze the information in systems for
taking the decisions like nurses can take the small decision in vet hospital after analyzing the
details of animals in the system. They can advise the client. Another level is the tactical level of
management which includes the managers, department heads, and supervisors (McLeod and
Schell, 2007). Users of the tactical level make the semi-structures decisions, the decision at this
level depends on set guidelines and by taking the judgmental calls. The strategic level of
management is the topmost level in an organization. The unstructured decisions are taken by the
users and the top level takes the long term decision for the organization. They use the
information for a decision from managers at the tactical level and some external information for
guiding them in making the unstructured decisions.
Transaction processing systems is the system which is used for recording the day to day
transaction of the business. This system is used by the operational level of management. The
objective of the transaction processing system(TPS) is to analyze the daily transaction which
takes place in business. the recording of daily client visits can be recorded in the system. It
produces detailed information for the organization (Kateb, et al., 2015). Example of transaction
processing systems in airline booking systems as it helps in keeping the record of flight booking
on a daily basis.
An MIS is used by the middle level of management for monitoring the status of the
current performance. Data generated from the transaction processing system will be used as an
input for the MIS. It helps in evaluating the input by aggregating, comparing and summarizing
the report (Melville, et al., 2004). Tactical managers use the information for monitoring,
controlling and predicting future performance. Management information systems provide
information in systems for making structured decisions.
The decision support system is the system that is used by the management’s top level for
making non-routine decisions. It uses information from internal and external systems. It helps in
providing solutions to the problems which are unique and changes frequently. DSS uses

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advanced mathematical models and advanced techniques for providing the solutions which are
very interactive.
The executive support system is designed to help the management level for supporting
the business and making effective decisions. Internal and external information which is used
every day is gathered, analyzed and summarized.
Knowledge management systems are very useful for the organization as it helps in
creating business and sharing the information within the organization (Wade and Hulland, 2004).
Veterinary practices can make the efficient use of the KMS for creating new knowledge and
expertise and can be shared by other people within the organization for creating more
commercial opportunities.
It helps in providing support to the management in making the strategic objectives for the
organization in making effective decisions. It is the management-oriented process which includes
all the levels of management in the process. It helps every level in making a decision and uses
the information effectively and helps in directing the management. It helps in recording the
information for the future. MIS helps in integrating the information of the business in one place
so that it can be used in the future.

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Task 3
Operational database and CRM technologies and products
An organization can implement the various technologies in systems to make the effective
use of information systems. An operational database is used in organizations to update real-time
data. It allows modifying the updated data easily. It is used in storing, managing and tracking the
real-time information of the business. It helps in retrieving the large quantities of data, it could be
companies' legal data, financial data, information of employees, customers data, and much more
information. The information in the operational database can be shared across the company
through the internet (Stallings, et al., 2012). CRM technology helps in managing the relation and
interaction between the company and customers. It helps in getting visibility and easy access to
information for collaborating and increasing productivity. In this organization, it will help in
analyzing the client's details and making the appointment online and helps in delivering the
services to customers on time.
Data warehousing option is available in the information system for collecting and
managing the data from various sources to provide meaningful insights into the business.
Technologies and components help in making the strategic use of data. The data mining process
is used by the companies to turn the raw data into useful information. It depends on the data
collection in systems, warehousing of information and computer processing. Data analytics is
used in organizations for the large volume of structured and unstructured data. It is to provide a
high level of data quality and accessibility of information in systems (Perlin, et al., 2004). NYSE
uses data analytics for generating the one terabyte of new trade data per day. It can be used by
the organization to generate a daily report of all the branches of the company.
Cloud-based and out-sourced data management platforms & service
Cloud-based data management helps in managing the data across cloud platforms with or
without on-premises storage. The cloud is used in storing tier for recovery of information,
backup of information and archiving for long term (Kankanhalli, et al., 2003). Web-based and
mobile access technology helps in accessing the information on mobile as it helps in getting the
information on time. Web-based accounting software can be used by the organization to access
the accounting data 24 x 7 and accounting functions like GL, Accounts receivables and payables,

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MIS reports and financial accounting and the accounting transaction can be performed.
Management uses the information system for taking the managerial decision in an organization.
Senior management produces the information and makes the effective use of information for
making the strategic decisions for the long terms and they ensure that the financial performance
increases by adopting the information system (Gelinas, et al., 2011). Middle management takes
action on the decisions which are taken by the top management. They put the information in the
system for implementing the results.
Web-based and mobile (24 x 7) access to all these platforms
Management adopts the information system for improving the efficiency of operation and
making the managers aware of the performance of the employees of different departments. It is
effective in all the departments of the business. It helps in identifying the strengths and
weaknesses because of the availability of reports in the system, employee’s performance records
in systems. "Vets R Us" management can adopt the information system as the various
technologies will help in making the effective use of the information. It will produce the custom
data and concert into the relevant information for the business (Haag, et al., 2008). It will help
the clients in taking the drug prescription online. Information systems will help in digitalization
of medical information and can help in providing the results of blood test online so that it will be
convenient for clients. It will help in sharing the information with the other clients, partners like
the blood banks, testing labs, and agencies. It will manage in making the strategic decision for
future growth.
These technologies can be used by an organization by implementing information systems.
All these technologies can help management in doing business and managing the business
effectively. The database can be used in accessing the day to day data which is a record of all the
clients who visit the branch. Data warehousing technology helps in recording all the information
of customers and employees in systems. Web-based and mobile access will help the clients in
taking appointments online via the application and checking the availability of slots for
appointment in case of emergency.

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Task 4
The implementation of an information system requires the procedure which is to be
followed by an organization. The implementation of the information system is an investment for
organizations. The process for implementation includes the investigation of systems, analysis of
requirements, designing of the plan, implementation of systems and maintenance (Conboy,
2009). The various issues may arise before implementation and during the implantation of
information systems. it can be management process issues, organizations environmental issues,
leadership issues, technical issues, and some personal issues in the organization. Social, ethical,
professional and legal considerations are necessary for veterinary practices to manage the
organizations effectively and efficiently.
Management process issues include the functional operation issues which can be in
budgeting, personnel, and general management. Implementation of information systems requires
strategic planning so it is necessary to do budgeting, and planning. It is important to consider the
organization's culture and internal and external policies before implementing information
systems. It is necessary to have an external consultant for the implementation. It is essential for
every organization to consider security while implementing information systems (Lippeveld, et
al., 2000). The ways the systems are protected from any unauthorized access, inspection and
disclosing of information. Security is implemented in systems to secure it from any malicious
cyber-attacks and securing private information and data in systems.
As the execution of information systems bring many changes in a business. It is
necessary to consider ethics in the implementation of systems. Ethics are the rules of right and
wrong which people use in making choices for guiding their behaviors (Siponen and Willison,
2009). In MIS, it seeks to protect and secure the individuals and society when using the
information systems responsibly. Rules and policies to be followed for implementation of the
information systems. The objective of an information system is to provide reliable, latest and
useful information to all the levels of the management (Zheng, et al., 2015). It is used to amend
the policies and working systems on the basis of the feedback which are received from the
information systems.
It is vital for an organization to study the legal aspects of implementing information
systems. It is essential to maintain privacy in systems. It is the responsibility of the top level

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management to act ethically and consider the legal aspects when using the technology in the
organization. As the many technological crimes happen in illegally. It is illegal to use
information systems for releasing unauthorized information. Theft of copyrighted material must
not be done by using the information systems as it is illegal in law (Romney, et al., 2000).
Employees must not use the computer network for obtaining protected information. It is
important to use the information system for protecting the information of the employees and the
clients and all the stakeholders who are associated with the business. Information system
implementation requires the involvement of employees as it is necessary to use the information
system effectively.
The rights and restrictions are implemented along with the execution of the information
systems in an organization. Rights must be given to access the information to the right person so
that any crime will not occur in business. It is necessary to have the ethics program and corporate
code which includes the program of various activities for providing direction to employees.
Ethics audits must be conducted in the organization to analyze the information systems data and
information has not been used for any illegal work (O'Brien and Marakas, 2005). Ethical and
legal implications are must as it helps in analyzing the nature and social impact of the
information systems. In business, the formulation and justification of policies must be provided
for making the ethical use of technologies. The rights must be provided to the person along with
the implementation. The right to access the information must be given to the staff and employees
for converting the data into the commercial databases. For managing the accounting and
controlling the information system, ethical and legal implications are required for handling the
systems. It is necessary to follow the ethics rules and guidelines in the organization for making
the effective use of information systems. Security and safety in information systems help in
managing the data and information and secure it from the theft and other legal issues. In order to
maintain security, an organization has to consider the legal and ethical implications in an
information system. To secure the information from theft and hacking, an organization can
follow the rules and legal obligations along with the information system implementation.

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