IS402:

IS Management
& ERP
Dr. SANAA BOUKHARI
v-sanaa.boukhari@uir.ac.ma
Dr. Lamiae BENHAYOUN (Coord)
lamiae.benhayoun@uir.ac.ma
Systèmes
1

0
d'Information
dans un monde
digitalisé
0. Reminder
0. Reminder
0.1 Digital transformation 3

Digital transformation

• A process of change induced by the intensive use of digital technologies

• Relies on “digitization”: transformation of products, services and processes
into digital variants

• Leads to a holistic review of the company thus creating value:

Attractiveness Growth Pedagogy Economy Altruism

Strengthen Enter new Promote skills Optimize Allow access
the visibility markets development costs and to knowledge
and efforts for all
uniqueness of
the offer
0. Reminder
0.2 Digital technologies 4
SMAC

Assistant

Office
personnel Data
Science Prévisions
IA Connaissance
client

Slack 365 d’activités

La transformation de Optimisation

Connexion et Employee
Réseau Experience
l’abstraction des
Social socialisation rapide et Hadoop
Entreprise Data Viz données en actifs
facile Data
tangibles et
Lake
visualisables As A
Digital Service Oracle

Workplace
Réseaux
SOCIAL L’utilisation des
Digital technologies mobiles ANALYTICS La centralisation des AWS

Workgrid pour dépasser les accès aux données et

Plateforme
contraintes de Big aux applications
ATAWAD Power
collaboratives localisation BI
Data Middleware

Productivité
OS Cluster

Apps IoT
Dématé-
Store CLOUD
rialisation
MOBILE Containers

Enterprise Datacenters
Apps
Mobiles Mobility
Smartphone / API Cloudera
Tablettes Management Public /
Privé /
BYOD Hybride
0. Reminder
0.2 Digital technologies 5
DARQ

•Large-scale collaboration and

•Automation of business transaction between strangers
Distributed
processes Ledger •Self-executing smart contracts
•Make the benefits of •Improved data provenance
analytics more widely and reliability
available Artificial
•Analyze and use Intelligence
unprecedented amounts
of data
Reality •Virtual, augmented and
assisted
•Global Cybersecurity •Information on demand and
Transformation Quantum accessible hands-free
•Discovering new computing
designs and responding
to growing
computational demands
0. Reminder
0.3 How to reap the benefits of digital technologies? 6

To benefit from data via these technologies, you must:

Process and interpret data Establish a structure

according to the objectives and systematizing the continuous
environment of the management of interpreted
organization in order to create data.
value. This continuous management
This value can be perceived at must be integrated into the
the BM, UX and OP levels. company's practices and assets

Generate Information from Implement an

data Information System
 Session 2 :

From the Information

to the Information
System
 SESSION 2

1. Information

07/11
/2024
8

SYSTÈMES D'INFORMATION DANS UN

MONDE DIGITALISÉ
1. Information
1.1 Data/ Information/ Knowledge 9
1. Information
1.1 Data/ Information/ Knowledge 10

■ A data is a set of symbols (numbers, letters, images, sounds, etc.)

used to describe objects or events.

OBSERVATION Data expressed as

Objects and
symbols (figures, texts,
events from
(Name, classification, drawings)
the real world
measure)

How valid is it?

Distortion between what we want to describe and the
symbols we used to describe it
1. Information
1.1 Data/ Information/ Knowledge 11

Exhibition in an
art gallery

Art lover
Message posted:
A pretty painting that
looks like « Bassin aux
nymphéas » of Monet
1. Information
1.1 Data/ Information/ Knowledge 12

§ Information is a data interpreted in a format that makes

sense for a receiver

Data expressed as INTERPRETATION INFORMATION

symbols (figures, (Inferred from the
texts, drawings) (Interpretive model) data)

A data can generate different information according to its

interpretation (Painting resembling a known masterpiece,
Canvas at affordable price ...)
1. Information
1.1 Data/ Information/ Knowledge 13

Exhibition in an
art gallery

Art lover Art seller

Message posted: Message posted:
A pretty painting that Impressionist panting at a
looks like « Bassin aux reasonable price
nymphéas » of Monet
1. Information
1.1 Data/ Information/ Knowledge 14

What do you see?

1. Information
1.1 Data/ Information/ Knowledge 15

Raw data Interpreted information

Production Finance
planning
Marketing
Resources
management
Sales
Warehousing
Accounting
Pieces
Database Information
Executive System
Logistics
management
Expedition
HR
Raw material

Commands Supply chain

Purchases Maintenance
1. Information
1.1 Data/ Information/ Knowledge 16
Each individual has its own interpretive model.

Data expressed as INTERPRETATION INFORMATION

symbols (figures, (Inferred from
texts, drawings) (Intrepretive model) the data

Contextual factors Cognitive style

E.g. Financiers perceive recovery E.g. An engineer looks at quantitative
information, salespeople perceive information while an artist is more
turnover information intuitive

Criticality of the decision to be taken Adherence to company culture

E.g. Interpreting customers’ financial E.g. Compared to long-standing
data to issue an invoice or take them employees, new recruits may know
to court and apply different analysis techniques

Lucas (2009)
1. Information
1.1 Data/ Information/ Knowledge 17

Gosh, it’s too hot

!
I should turn on
the heating to
The thermometer shows
avoid a cold!
2 ° outside
1. Information
1.1 Data/ Information/ Knowledge 18

§ Knowledge is an understood information, i.e. assimilated

and used, which leads to an action.
Florence Stenuit Hautdidier (CNAM)

APPROPRIATION KNOWLEDGE
INFORMATION (Explanations,
(Inferred from the (Internalisation to lead to justifications,
data) action) advice…)

Knowledge refers to information plus know-how

Kogut & Zander (1992)

It results from the interaction between what we perceive of

reality and what is already in our memory. F. Varela (1993)
1. Information
1.1 Data/ Information/ Knowledge 19
Knowledge types

Transmitted via formalized

Explicit media (Reports, documents,
...)

Knowledge

Not fully codifiable,

Tacit appropriable by practice

Nonaka (1994)
1. Information
1.1 Data/ Information/ Knowledge 20

INTELLIGENCE
KNOWLEDGE (Understanding and
(Explanations, Learning anticipation to make
justifications, (Continuous adaptation) the right decisions)
advice…)

Intelligence is the ability to make good use of developed

knowledge in order to make the right decisions and actions
while adapting to the environment.
1. Information
1.1 Data/ Information/ Knowledge 21

Know how to use knowledge to create value

+ selection + experience + rules+ constraints +
Intelligence learning =

Advice, explanations, justifications

Knowledge + reasoning + abstraction
+ linking + application =

Structured, summarized and interpreted data

Information
+ signification + structure =

Texts, facts, images, codes

Data
1. Information
1.2 Characterizing Information 22
Unexpected: New creative alternatives
Expected: Confirmation for uncertainty reduction

Surprise
effect
Summary: Problem
Identification
Level of Detailed: Assessment and
Flow
detail Problem Solving

Possible
typologies

Type of Quantitative: Encrypted,

Aim
coding statistical
Qualitative: Not
measurable
Type of
support Paper
Digitized
1. Information
1.2 Characterizing Information 23

Types of information according to its aim

■ OPERATION - Essential to the functioning of the company
– transaction control information
– job control and results information

■ INFLUENCE - Information whose purpose is to influence the

behavior of internal and external actors (Stimulate, motivate
...)

■ ANTICIPATION - Allows you to predict some upcoming changes

in your socio-economic environment (Strategy, risk ...)
1. Information
1.2 Characterizing Information 24

Aim of information
Operation Influence Anticipation
Examples Customer order Hallway noise Competitor innovations
Supplier Memos Marketing information
An employee's pay slip The internal newspaper Amendment of
Communication pads legislation on a
particular product

Properties Mandatory Very different depending Steering Information

Very repetitive on the company : Relates to little
Very formalized Inexistent <-> very repetitive tasks
Widely computerized important Exists in many forms
Structured <-> informal

Impacts If unstructured, it would Can penalize the This information is to be

cause many problems at economic performances analyzed with caution
the interface of units by the bad atmosphere because it can endue
and employees established ... many negative aspects
1. Information
1.2 Characterizing Information 25

Types of Information according to its flow

■ INGOING - Coming from outside the company and routed
to it

■ SPANNING - Flows are born at one point of the company

to lead to another point or sometimes the initial one

■ OUTGOING - These information flows are produced by the

company and are intended for external actors.
1. Information
1.2 Characterizing Information 26

SPANNING

INGOING Company OUTGOING

Suppliers Suppliers
customers customers
banks banks
Partners Partners
Shareholders ... Shareholders ...
1. Information
1.2 Characterizing Information 27

Supplier 1 : Multinational Client 1 :

Pékin Retailers
enterprise
division A : division B :
Houston Rabat

Supplier 2 : Client 2 :
Bali Wholesalers,
distributors

division C : division D :
Munich Hong-Kong
Supplier n : Client 3 :
Prague Hypermarkets
1. Information
1.2 Characterizing Information 28
Information flow
Ingoing Spanning Outgoing
Examples A supplier invoice, Circuits of information: Customer invoice,
customer order, ... commercial, production, supplier order, annual
accounting, … report to shareholders,
advertising, sponsorship,
...

Properties Important for managing Produced by the Promotes the

relationships with company for its own use, performance of the
partners circulates through company
predefined circuits In support of its
commercial activity

Usages Direct use for the Can induce Profit creation

current operations of inconsistencies due to
the company different ways to code,
store …
Strengthening the
competitive advantage
1. Information
1.3 Let’s recap ! 29

•Everyone manipulates and

Digital technologies exchanges information using
IT according to the processes

•Key tools to process the •Everyone is putting in place

masses of data collected processes to capitalize on IT
internally and externally
•All identify opportunities to Implementation of an
•Processing to facilitate the
interpretation of data into
use IT to the advantage of
the organization as a whole
Information
information with high System
added value for the
organization

•Perceived value in the

redefinition of BM, UX, OP Responsibility of operators and
for a more efficient
company business managers in addition
to IT specialists
 SESSION 2

2. Information System

07/11
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SYSTÈMES D'INFORMATION DANS UN

MONDE DIGITALISÉ
2. Information System
2.1 Definition et dimensions 31
The company’s activity relies on
Under internal and
external constraints

Operating Monitoring
system Information system
System
Management Management of
of physical flow decisions’ flow
• Transform raw Mananagement of • Set objectives and
material (material, control the operating
information flow
data, etc.) into system to achieve
products/services them
• Information about constraints
• Exchange between operating and
monitoring systems
• Information about operational tasks
2. Information System
2.1 Definition et dimensions 32
Definition of an IS

The information system of the enterprise is the

part of the real that is constituted of organized
information, events having an effect on this
information, and of actors who act on this
information or on the basis of this information,
according to processes aimed at a purpose of
management and using information technologies.

D. Berthier, C. Morley, M. Maurice-Demouriaux, Systèmes

d’Information et Management,
Vol. 10, n°3, 2005, p. 26
2. Information System
2.1 Definition et dimensions 33
Definition of an IS

■ IS is an organizational communication language

that is designed to represent certain aspects of
past or future activity reliably and objectively,
quickly and economically. The sentences and
words of this language are the data whose
meaning comes from rules developed by men
or by machines.

J.-L.. Peaucelle (1981)

2. Information System
2.1 Definition et dimensions 34
Definition of an IS

An organized set of resources: hardware,

software, personnel, data, procedures, etc.
making it possible to acquire, process, store
information (in the form of data, texts, images,
sounds, etc.) exchanged in and between
organizations.

(Reix, 2004)
2. Information System
2.1 Definition et dimensions 35

Dimensions of an IS

Hardware
Physical equipment for collecting, Organization
storing, and disseminating
information (Computers, mobiles,
servers, clouds, networks, etc.)

Technologies Management

Software
Detailed and pre-programmed
instructions to control and coordinate
hardware components (Analytics,
monitoring, communications, etc.)
2. Information System
2.1 Definition et dimensions 36

Business processes Culture

• Series of steps to carry out an activity • Values, habits and priorities
(Delivery, recruitment, etc.) • Differs from one company to another
• Formal rules to guide the completion of • Shape the use of IT
tasks
• Commonly Approved Informal Practices Structure
• Involve the use of IT • Organizational design (Hierarchy,
Organization decentralization)
• Reporting (functional, matrix,
departmental)
• Define the use of IT

Technologies Management
2. Information System
2.1 Definition et dimensions 37

Human resources capable of using

technologies to:

Organization Prepare for decision-making

• See changes in internal and
external environments
• Process data and interpret it

Technologies Management
Decide and act
• Guide the strategy
• Create products/services
• Design the organizational
structure
2. Information System
2.2 Changes induced by the IS 38

Systemic effects
Mutual interactions between the three dimensions:
Management (HR)

In t
er
on

ac
cti

tio
- Design and develop
e ra

n
- Define tasks - Propose and implement
In t

- Design the company - Use and adhere

language - Ensure maintenance
- Implement control
systems, rules and
procedures
- Establish information
circuits
In support of the processes Technologies
and the dominant culture:
- acquire
- store
- to treat
- communicate

Organization (Processes) Interaction

2. Information System
2.2 Changes induced by the IS 39

Systemic effects

■ The 3 dimensions of an IS are interdependant

■ A change in a dimension is likely to affect the other dimenions

Examples:
• Advanced technology with insufficiently trained HR would not be
effective
• A technology with too many operational modules (SAP type) is
unsuitable for a small structure (Start-up)
• Complicated technology without clear organizational processes
around it cannot be implemented
2. Information System
2.2 Changes induced by the IS 40
Levels of change
2nd : Inform 3rd : Transform
1st : Automate
Transformer la
Automate manual Informer
Inform la prise de
decision-makers Transform the
Definition tasks décision
and decision-making
conduite de
business conduct
l'entreprise
Réformer la structure
Increase production Redéfinir les missions Reform
de the company
l'entreprise
Redefine user missions structure (flattened,
capacity des utilisateurs (Aplatie,
decentralized, ...)
décentralisée, etc.)
Effects Redéfinir les rôles des
Redefine user
utilisateurs dansroles in the
Réingénierie
Reengineering dethe
Reduce labor costs company
l'entreprise l'interaction entre les
interaction between
and user efforts
Rationnaliser
Rationalize thel'usage
use ofdes processus
processes
ressources
resources
2. Information System
2.3 Stakes of IS 41

Definition
• A stake characterizes a set of benefits or losses related to a situation or an event.

• It is whay you risk on the result of something such as a game or competition.

[Cambridge dictionary]

Types of IS stakes

Strategic stakes Social stakes Organizational Environmental

stakes stakes
2. Information System
2.3 Stakes of IS 42

An overhaul of the IS to improve agility

• Cost reduction and coordination time (Inditex: Just-in-time
production as an alternative to outsourcing in Asia)
• Digital workplace (collaborative work, teleworking, virtual
Organizational teams)
stakes • Improved decision making (accessible massive data and
powerful analysis tools)

An unnecessary overhaul of the IS which can

generate risks
• Technology risks: Vulnerabilities to cyberattacks and bugs
• Risks linked to employees: Lack of digital intelligence leading
to infobesity, technostress, poor management of
personal/professional life balance
• Risks linked to regulations: Non-compliance with laws (GDPR,
HIPAA, SOX, etc.)
2. Information System
2.3 Stakes of IS 43

Implement an IS to create winning strategy

• Aggregation of non-market services and market
services (Amazon, FNAC, etc.)
Strategic stakes • Business Models based solely on non-market
services (Doctissimo, LesNumériques)

Implement an IS that is not aligned with the

company’s socioecomic contect
• Compulsory chrono-competition (stock
markets, energy suppliers, etc.)
• Failed digital shift which led to the fall of
companies (Kodak, Surcouf, etc.)
2. Information System
2.3 Stakes of IS 44

Implement an IS to cover community needs

• Information exchange for collective intelligence (Wikipedia,
Open Source communities)
• Access to the world for the most disadvantaged or isolated
Social stakes (Microcredit facilitated by the Internet, network of care and
medical expertise in Africa)

Implement an IS that might generate social issues

• There is no such thing as forgetting on the Internet: e-
reputation
• No more privacy issues with the advent of IoT
• Risk of manipulation by buzz (Hoaxes distributed via social
networks)
2. Information System
2.3 Stakes of IS 45

Illusory environmental improvements

• Expectation of less mobility with the GPS, but more
movements observed
• Planned obsolescence of computers generating more
Environmental electronic waste
stakes
Greenhouse gas emissions
• 4% in 2020 due to digital (versus 8% for land transport and 2%
for air transport)
• Carbon footprint resulting from data centers (Gangnam Style,
viewed 3.4 billion times, consumed the equivalent of the
annual production of a nuclear power plant)
• Pollution due to emails sent (12 billion emails are sent every
hour worldwide, emitting 50 Gwh, or the hourly production of
18 nuclear power plants)
2. Information System
2.4 Types of IS 46
Different needs and processing of information

Decisions impacting the

Design of unifying entire organization (Eg:
vision and mission Strategic Management
Introduction of a new
Top management product)

Control of daily Decisions for each division

operations Middle Management independently of the rest of
Sub-division managers and independent teams the organization (Eg:
Regional Marketing Plan)

Produce and Operational Management Decisions for operator

provide services functions (Eg: Quantity to
Plant and administration operators
produce)
Sales & Marketing Production Finance Acconting Human
Resources
2. Information System
2.4 Types of IS 47

Different IS according the the needs

Decison Support
Strategic Management System
(DSS)
Top management

Management Information System

Middle Management
(MIS)
Sub-division managers and independent teams

Transactional Processing System

Operational Management
(TPS)
Plant and administration operators

Sales & Marketing Production Finance Acconting Human

Resources
2. Information System
2.4 Types of IS 48

Transactional Processing System

(TPS)

A basic system that:

• supports the day-to-day operations of the company,
• records routine and daily transactions,
• consists of highly structured and predetermined tasks,

Examples:
Operational Sales and Production & Finance & HR
functions Marketing Maintenance Accounting
Examples of Order Machine control General Employee Skills
systems management system ledger Inventory
system Quality control Fund Payroll
Sales system management management
commission system system
system
2. Information System
2.4 Types of IS 49

Management Information System

(MIS)
An advanced system that:
• manipulates highly aggregated information, i.e. made from a large volume of
data (e.g. the monthly or annual turnover of an agency)
• facilitates decision-making using past and present data from TPS
• relies on data warehouse technology and multi-dimensional analysis
• offers temporal views of the company's key indicators (e.g. turnover, total sales,
best products sold, annual cost of storing a product), in the form of reports

Evolution of turnover Evolution of net income

2. Information System
2.4 Types of IS 50

Management Information System

(MIS)

Types de reports generated:

• Scheduled Progress Reports: Reports in a predetermined

format designed to provide managers with information at
regular intervals.
Examples: weekly sales analysis reports, monthly
financial statements.

• Exception records: production of information on

exceptional situations
Example: Report containing only customers who
exceed their credit limit.
2. Information System
2.4 Types of IS 51

Decison Support System

(DSS)

A sophisticated system that:

• is used for non-routine decisions supporting strategy
• relies on internal information from TPS and MIS, but also external

• allows you to answer questions that do not have a priori solutions such as:
ü In which market should we position ourselves?
ü What measures should we adopt to deal with a new entrant?

• integrates mathematical models and predictive techniques over a wider

scope than MIS, offered via an interactive simple interface
 SESSION 2

3. Exercises

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SYSTÈMES D'INFORMATION DANS UN

MONDE DIGITALISÉ
3. Exercises
3.1 Case study
53

• Go to Moodle and dowload the document « Session 2 – Case

Study » reporting the implementation of IBM Watson at
CréditMutuel.
The case is also available at
https://www.ibm.com/watson/stories/creditmutuel

• Answer the following questions and send the response’

document through Moodle

1. What are the motivations of Credit Mutuel to implement this system?

2. What type(s) of IS is it? Justify your answer
3. What are the changes induced with regard to the 3 dimensions of an IS?
4. So what is the level of change induced by this IS?
5. In your opinion, what are the stakes that this system represents?