An information center provides users with assistance, training, and application development

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Abstract

During the past decade, end-user computing has been subject to several research efforts. One result is common to nearly all the studies on that topic: the importance of providing support to users. Descriptive studies have identified this result as a major issue; critical success factor studies have reported it as a key element, and models of factors of success have found that it is significantly related to user satisfaction with end-user computing. This article reports the results of a study that further investigates user support, in the particular context of the information center. The study examines the relationships among some of the key features of the information center in its support role and reports on user satisfaction. The results are based on the data provided by 172 users and 19 information center managers in 19 organizations. Analysis of the data suggests that the number of information center employees, the number of databases, and the number of software tools provided to users are negatively correlated with user satisfaction, while the proximity of the information center, the diversity of services offered, and the proportion of the information systems budget devoted to the information center are positively related with the various dimensions of user satisfaction.

Journal Information

The editorial objective of the MIS Quarterly is the enhancement and communication of knowledge concerning the development of IT-based services, the management of IT resources, and the use, impact, and economics of IT with managerial, organizational, and societal implications. Professional issues affecting the IS field as a whole are also in the purview of the journal.

Publisher Information

Established in 1968, the University of Minnesota Management Information Systems Research Center promotes research in MIS topics by bridging the gap between the corporate and academic MIS worlds through the events in the MISRC Associates Program.

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Abstract

User development of computer-based applications (UDA) is a new phenomenon in organizations, and can provide benefits for both users and data processing departments. The benefits of UDA for DP departments are considered in this article. The UDA literature suggests that DP departments can expect to receive two major types of benefits: a decrease in the backlog of DP application development projects and in the proportion of DP resources spent on application maintenance. However, this study, which was carried out in ten large Canadian business firms, found that in no instances were these factors cited by senior DP managers as primary success considerations.

Journal Information

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chapter 2 midterm notes

Question	Answer
1. Organizations of all types use information systems to ____. communicate cut costs and increase profits raise costs and decrease profits advertise	cut costs and increase profits
2. A(n) ____ is a formal collection of people and other resources established to accomplish a set of goals. network organization team information system	organization
3. ____ is a series of activities that includes inbound logistics..., outbound logistics, marketing and sales, and customer service. value chain organizational system organizational chain value system	value chain
4. ____ helps determine what supplies are required needed how processed and products to customers suppliers are located close to manufacturing plants. Customer relationship management Supply chain management Customer management Output management	Supply chain management
5. ____ programs help companies of all sizes manage all aspects of customer encounters to retain loyal customers. Supply chain management Customer relationship management Upstream management Output management	Customer relationship management
6. Managing raw materials, inbound logistics, and warehouse and storage facilities is called ____. automated Storage and Retrieval Systems process control systems upstream management promotion planning systems	upstream management
7. Organizational ____ refers to organizational subunits and the way they relate to the overall organization. architecture structure format design	STRUCTURE
8. ____ organizational structure is like a managerial pyramid where the hierarchy decisionmaking flows from the strategic management at the top down to operational management and non-management employees. virtual project team traditional	traditional
9. A ____ organizational structure empowers employees at lower levels to make decisions and solve problems without needing permission from midlevel managers. flat traditional project team	flat
10. A ____ organizational structure is centered around major products or services. flat traditional team project	project
11. A structure that employs individuals, groups, or complete business units in geographically dispersed areas is called a ____ organizational structure. virtual project multidimensional team	virtual
12. Virtual teams let people consult with experts no matter their physical location, which is especially useful in the ____ industry. television healthcare delivery oil	healthcare
13. A structure centered on work teams or groups is called a ____ organizational structure. team multidimensional traditional virtual	team
14. The major understandings and assumptions for a business, a corporation, or an organization are collectively referred to as ____. team culture corporate culture organizational culture business culture	organizational culture
15. ____ is a set of major understandings and assumptions shared by a group. Organizational change Organizational learning Reengineering Culture	Culture
16. ____ deals with how for-profit and nonprofit organizations plan for, implement, and handle change. Organizational change Organizational culture Organizational learning Organizational structure	Organizational change
17. A ____ is a representation of change theories that identifies the phases of change and the best way to implement them. change procedure change scheme change model variance model	change model
18. The final stage of change, ____, involves reinforcing changes to make the new process second nature, accepted, and part of the job. moving refreezing unfreezing cementing	refreezing
19. Adjustments based on experience and ideas are called organizational ____. adapting learning teaching adjusting	learning
20. The radical redesign of business processes, ...values of the organization to achieve a breakthrough in business results is called ____. organizational learning rebuilding reengineering continuous improvement	reengineering
21. The idea of ____ is to constantly seek ways to improve business processes and add value to products and services. continuous improvement system improvement internal process organizational process	continuous improvement
22. Business process reengineering is ____ and ____. worker driven, often led by outsiders broad in scope, often led by outsiders narrow in scope, driven by senior executive worker driven, broad in scope	broad in scope, often led by outsiders
23. Technology ____ is a measure of how widely technology is spread throughout the organization. infusion acceptance diffusion use	diffusion
24. Technology ____ is the extent to which technology is deeply integrated into an area or department. acceptance diffusion infusion use	infusion
25. ____ is the ability of a product to meet or exceed customer expectations. Caliber Excellence Quality Value	Quality
26. ____ involves developing a keen awareness of customer needs, ... empowering employees, and rewarding employees and managers for producing high-quality products. Six sigma Total quality management Continuous improvement Organizational structure	Total quality management
27. Six sigma is a statistical term that means products and services will meet quality standards ____ percent of the time. 99.9997 98.7 95.97 92.997	99.9997
28. ____ refers to contracting with outside professional services to meet specific business needs. On-demand computing Downsizing Outsourcing Rightsizing	Outsourcing
29. ____ involves rapidly responding to the organizations flow of work as the need for computer resources varies. Downsizing On-demand computing Rightsizing Outsourcing	On-demand computing
30. Through ____, an organization only pays for the systems it needs at peak times. downsizing outsourcing on-demand computing rightsizing	on-demand computing
31. A significant and (ideally) long term benefit to a company over its competition is referred to as a ____. value chain competitive advantage change model return on investment	competitive advantage
32. A threat of ____ exists when entry and exit costs to the industry are low technology available. new entrants substitute products and services increased supplier bargaining power increased buyer bargaining power	new entrants
33. A ____ is an agreement between two or more companies that involves the joint production and distribution of goods and services. production partnership strategic alliance beneficial alliance gainful alliance	strategic alliance
34. If an organization does not ____ every few months, the company can quickly stagnate, improve existing products and services alter the industry structure introduce new products and services use information systems for strategic purposes	introduce new products and services
35. Productivity = ____ %. Output/Input (Output/Input) x 100 (Output - Input)/Input x 100 (Input/Output) x 100	(Output/Input) x 100
36. A small business that generates an additional profit of $20,000 for the year as a result of an investment of $100,000 for additional computer equipment and software would have a return on investment of ___. 0% 50% 20% 100%	20%
37. A measure of IS value that examines increase in profit is ____. market share productivity total cost of ownership earnings growth	earnings growth
38. ____ is the sum of all costs over the life of the information system and includes the cost to acquire the technology, technical support, administrative costs, and end-user operations. Total cost of ownership Earnings growth Market share Productivi	Total cost of ownership
39. Which of the following did Computerworld rate as a top company to work for as an information systems professional in 2007? Harley-Davidson, Inc. Hershey Foods Corp. University of Pennsylvania Discover Financial Services	University of Pennsylvania
40. ____ are responsible for efficiently starting, stopping, and correctly operating mainframe systems, networks, tape drives, disk devices, printers, and so on. Data entry operators System operators Web operators Database administrators	System Operators
41. The ____ component of a typical IS department focuses on specific development projects and ongoing maintenance and review. systems development Operations Support Analysis	systems development
42. ____ help users determine what outputs they need from the system and help construct plans for developing the necessary programs that produce these outputs. Data entry operators Systems analysts Web operators Database administrators	Systems Analysist
43. The ____ component of a typical IS department provides user assistance in hardware and software acquisition and use, data administration, user training and assistance, and Web administration. Systems development support Analysis Operations	support
44. A(n) ____ provides users with assistance, training, and application development. information center Support unit Information service unit Service center	information center
45. ____ are responsible for managing the addition of new users, software, and devices to the network. CFOs CIOs LAN administrators CTOs	LAN administrators
46. ____ is a process for testing skills and knowledge resulting in an endorsement by the certifying authority that an individual is capable of performing a particular job. Certification Matriculation Authorization Ordination	Certification
47. A(n) ____ is a system, which means that it has inputs, processing mechanisms, outputs, and feedback. network team procedure organization	organization
48. ____ gives employees and their managers more responsibility and authority to make decisions, take action, and have more control over their jobs. Empowerment Technology infusion A value chain Outsourcing	Empowerment
49. A virtual organizational structure allows ____, in which managers and employees can effectively work in groups, even those composed of members from around the world. on-demand computing productivity collaborative work reengineering	collaborative work
50. ____ can help an organization improve the supply of raw materials, the production process, and the products and services it offers. Disruptive change Sustaining change Structural change Cultural change	sustaining change

An information center provides users with assistance, training, and application development

chapter 2 midterm notes

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