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解释管理信息系统是一个“人-机系统”
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【材料题四】 ZARA 创始于1985 年，它既是服装品牌，也是专营ZARA 品牌服装的连锁店零售品牌。 对 ZARA 来说，服装款式直接来源于其分布在世界各地的品牌商店源源不断的电子邮 件和电话。根据顾客的需求，ZARA 的生产、运营管理者和设计师们聚在一起共同探讨将来 流行的服装款式会是什么样子，用什么样的布料，大致成本和以及售价等等问题，并尽快形 成共识。然后，设计师们快速地绘出服装的样式，给出详细的尺寸并准备好技术要求。因为 布料和衣服上的小装饰品在ZARA 的仓库中是现成的，制成样品只需要很少的时间。同时 因为整个团队都在同一个地方办公，讨论、审核、批准也是同样的快。一旦设计款式得到批 准通过，生产指令马上出来，立刻按要求裁剪布料。裁剪是在ZARA 自己高度自动化的剪 裁设备上完成的。裁剪好的布料被运送到由一些小型工厂组成的制作网络中进行缝合。这些 小工厂几乎都位于加利西亚省或葡萄牙北部，约有400 个。ZARA 为这些小工厂提供了一 系列容易执行的指令，这使得他们能快速地缝好衣服并不断地将缝制好的衣服送到ZARA 的 成衣和包装部门。因此，在其它公司需要几个月时间的工作，ZARA 在几天之内就能完成。 最后，ZARA 高技术含量的分销系统确保各种款式的服装都不会在总部停留太久，服装在分 销中心被快速地分捡，装车并送往商店，在24-48 小时内就能到达商店。每一个商店每星 期收到两次供货，因此生产完成后，服装在最长的运输途中也不会超过一个星期。 只有有效的IT 系统，ZARA 独特的业务模式才得以实现。因此，信息和通讯技术成了 ZARA 商业模式的核心，正是在信息方面的表现卓越，才能使ZARA 拥有了惊人的速度。它 的卓越性体现在四个方面： 一、收集顾客需求的信息。关于时尚潮流趋势的各种信息每天源源不断地从各个ZARA 商店进入总部办公室的数据库。设计师们一边核对当天的发货数量和每天的销售数量，一边 利用新信息来产生新的想法以及改进现有的服装款式。在与生产、运营团队一起决定，一个 具体的款式用什么布料、如何剪裁以及如何定价时，设计师必须首先访问数据库中的实时信 息。 二、服装信息的标准化。对一个典型的服装零售商来讲，不同的或不完全的尺寸规格， 不同产品的有效信息通常需要几个星期，才能被添加到它们的产品设计和批准程序中。但是 在ZARA 的仓库中，产品信息都是通用的、标准化的，这使得ZARA 能快速、准确地准备设 计，对裁剪给出清晰生产指令。 三、产品信息和库存管理。卓越的产品信息和库存管理系统，使得 ZARA 的团队能够 管理数以千计的布料，各种规格的装饰品，设计清单和库存商品。ZARA的团队也能通过这 个系统提供的信息，以现存的库存来设计一款服装，而不必去订购原料再等待它的到来。 四、分销管理。ZARA 在国内分销设施非常先进，运行时需要的人数非常少。大约20 公 里的地下传送带将商品从ZARA 的工厂运到位于La Coruna 货物配送中心。为了确保每一笔 订单准时到达它的目的地，ZARA 没有采取浪费时间的人工分检方法而是借用了光学读取工 具，这种工具每小时能挑选并分捡超过60000件的衣服。在Inditex 总部还设有双车道的高 速公路直通配送中心。由于其高快速、高效的运作，这个货物配送中心实际上只是一个服装 的周转地，而不是仓库。 ZARA 使用IT 对其组织形态、业务流程进行了设计，且效果卓著：所有的技术人员完 全是业务部门的口气，所有的业务人员就像技术部门那样言谈。IT 技术的选择不是由信息 部门确定的，关于公司应该买什么，哪些东西会对公司有什么好处，ZARA 是由信息人员和 直线主管一起讨论，了解公司需要什么，再看看市场上有哪些解决方案，可以协助解决这个 问题。 ZARA 将IT 系统部署到每个门店去，每个店自己有自己的货单，法国店的货单就和意 大利店不一样。这是一种非常个性化的做法。而门店经理则负责查看店中的货品销售情况， 然后根据下一周的需求向总部订货。总部通过互联网把这些信息汇总，发给西班牙的工厂， 以最快的速度生产和发货。门店经理自己决定应该进什么货；ZARA 对门店经理的考核，则 是看该店的销售有没有上升，如果出现货品积压，就由门店经理为这些库存买单。 问题： 1、 结合案例，解释管理信息系统是一个“人-机系统”。 2、 结合案例，阐述IT 与业务模式的关系。 3、 阐述ZARA 利用IT 创造了哪些方面的竞争优势。 |
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【求助】中山大学 管理信息系统
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gznelab
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【答案】应助回帖
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可以参考下面这篇文章 SAP DESIGN GUILD Human Performance at the Computer – Part 1: Introduction By Gerd Waloszek, SAP User Experience, SAP AG – October 4, 2008 In previous articles, I have discussed human performance at the computer and distinguished between three aspects of performance: system performance, system responsiveness, and human performance (see, for example, The Three Pillars of Human Performance at the Computer – Which One Fits Best?). I pointed out that in order to improve the overall performance of the human-computer system, all three aspects need to be optimized. In this series of four articles I want to pick up the topic of human performance at the computer, include new insights, and discuss performance-related issues that can be approached by UI designers. I will also devote an article to the concept of perceived performance. Overview of the Aspects of Human Performance at the Computer In figure 1 below, I provide a schematic overview of the three above-mentioned performance aspects, the primary questions that are involved, and how these aspects are related to technology and UI design: The Aspects and the Related Questions System performance relates to the question: "How fast is the computer?" Optimizing system performance includes all involved technical components, such as the processing, the network, and the visual rendering. Speed is the motto, here, and we are in a purely technical domain. Increasing speed reduces waiting times, and it is hoped that with sufficient speed these can be reduced to practically zero. Human performance relates to the question: "How can we improve human performance through UI design?" It points to the fact that user interface design plays a critical role for the performance of human users and attempts to design software applications in ways that the users' performance is optimized. Here, we are primarily in the UI design domain, including interaction, information, and visual design, although technical considerations also have to be considered. System responsiveness relates to the question: "How long do users have to wait at the computer?" When attempting to improve the system's responsiveness, developers and UI designers strive to reduce the users' waiting times in spite of the fact that some system processes – for example, the ones that the users just had started – have not finished yet. That sounds like a paradox and you can imagine that some creativity is needed to come up with good solutions here. The question above sounds as if we were in a purely technical domain, but this is not the case, as waiting times have an impact on users. Therefore, this aspect requires close cooperation between technology and UI design, and thus figure 1 puts it in both fields. Finally, there is the term perceived performance, which relates to the question: "How do users perceive the system's and their performance?" It indicates that there is often a difference between objective performance and the subjective impression that it makes on the users. It is not included in figure 1. |
2楼2013-09-21 23:09:46
gznelab
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. Overview of system performance, system responsiveness, and human performance and the related questions Figure 1: Overview of system performance, system responsiveness, and human performance and the related questions For a more detailed discussion of the differences between the three above-mentioned aspects, see also my article The Three Pillars of Human Performance at the Computer – Which One Fits Best? A General Strategy for Improving the Performance of the Human-Computer System Having put together the different aspects of human performance at the computer and the questions that arise in this context, we can define a simple overall strategy for improving the performance of the human-computer system. Figure 2 presents the strategy as a diagram: Overview of a general strategy to improve the performance of the man-computer system Figure 2: Overview of a general strategy to improve the performance of the man-computer system In figure 2, I integrated performance aspects and related questions into a strategy that focuses on four aspects, only three of which are within the scope of UI designers: First of all, the system performance aspect needs to be attacked, because a satisfying system performance is the prerequisite for all other work. While this is an important step, it typically meets technical limits because not all waiting times can be reduced to practically zero. Despite all technical progress – note that computers have become more than a thousand times faster in the last 25 years – users still have to wait at the computer and often even more and longer than they did ten or twenty years ago. Secondly, system responsiveness needs to be attacked if the system's performance cannot be improved sufficiently. I noted already that waiting times have a psychological aspect. Viewing waiting times from a user's perspective helps UI designers guide development and give advice on which aspects need further improvement and which are already good enough that it would be a waste of resources to continue work there. Improving perceived performance is closely related to improving responsiveness, particularly to the question of what can be done if waiting times cannot be further reduced. It has been shown that different forms of feedback increase the users' tolerance for waiting times. Last but not least, improving the users' efficiency is one more area, where the performance of the human-computer system can be optimized. It turns out that times can be much larger in this area than in the technical ones. I indicated already that this aspect is connected to various aspects of user interface design: interaction design, information design, and visual design. Outlook: Possible Directions and How this Article Series Continues... Finally, I would like to extend figure 1 to indicate the directions in which the strategy described above might proceed: Extension of figure 1 to indicate the directions in which the strategy might proceed Figure 3: Extension of figure 1 to indicate the directions in which the strategy might proceed In the responsiveness area, we see that UI designers can come up with evaluations of waiting times that are based on the users' perception and reactions. Based on knowledge about users they can also give recommendations to the development and technical teams. The aspect of human performance is approached through the various facets of UI design and bears the danger of becoming huge and encompassing the whole UI design field. Performance-oriented guidelines can be a way to avoid this trap and to stay focused on performance-related UI design aspects. To discuss some of the directions indicated in figure 3, this introductory article is accompanied by three further articles, which cover the following aspects: Improving responsiveness Improving perceived performance Improving human performance We shall see that responsiveness and perceived performance methods are often closely related and difficult to keep apart. Nevertheless, these aspects are discussed in separate articles. Improving system performance, on the other hand, is beyond the scope of user interface designers and will therefore not be further discussed in this article series. Also note that the aspect of feedback in the event of delays (item 3 in the strategy) is covered in a separate series of articles (Waiting at the Computer: Busy Indicators and System Feedback). References Performance – Merely a Technical Problem? (SAP Design Guild editorial) The Three Pillars of Human Performance at the Computer – Which One Fits Best? (SAP Design Guild editorial) Human Performance at the Computer – Part 2: Making Applications More Responsive Human Performance at the Computer – Part 3: Perceived Performance Human Performance at the Computer – Part 4: On the Way to Performance-Oriented UI Guidelines Waiting at the Computer: Busy Indicators and System Feedback – Part 1 Waiting at the Computer: Busy Indicators and System Feedback – Part 2 Waiting at the Computer: Busy Indicators and System Feedback – Part 3 top top |
3楼2013-09-21 23:13:56
gznelab
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4楼2013-09-21 23:14:59