Transcript Slide 1

Lecture 11
End-User Computing (EUC)
Strategy
Objectives
What is end-user computing?
 Approaches to end users
 The strategy organisations may adopt
in the management of end-user
computing
 The tasks that need to be performed by
an information systems manager to
support end-users.
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What is end-user computing?
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End-user-developed computer-based
information systems for personal, departmental
or organisation-wide use, where the end-user is
a non-IT professional
End-user control of which hardware and
package applications are purchased for use in
their department
End-user use of existing information systems
Problems in technology
implementation
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Defining users’ needs easily and comprehensively
Some user requirements are missed through inattention to
detail or bias of the technician
Sometimes not enough time for users to describe all of their
needs for systems designers
Users needs will vary according to the particular work a person
does within each of the different levels of the organisation
(strategic, operational, tactical) and their individual skills
New requirements for interworking force users to develop new
skills for using technology and for handling the subsequent new
work relationships
The User-Designer Communications
Gap
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User Concerns
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Will the system deliver the
information I need for my
work
How quickly can I access
the data?
How easily can I retrieve the
data?
How much clerical support
will I need to enter data into
the system?
How will the operation of the
system fit into my daily
business schedule?
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Designer Concerns
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How much disk storage
space will the master file
consume?
How many lines of program
code will it take to perform
this function?
How can we cut down on
CPU time when we run the
system?
What is the most efficient
way of storing this piece of
data?
What database
management system should
we use?
Approaches to end users
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Contemporary systems-building approaches tend to
treat end users as essential but they play a largely
passive role relative to other forces shaping the
system
A different tradition assigns users a more active role
– one that empowers them to codetermine the role of
IS in their workplace – e.g. Sociotechnical Design,
End-User Computing
Contemporary Role of the IS Manager
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Responsible for:
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Setting the organisation’s IS strategy covering issues such
as integration with business strategy, investment levels and
whether services are centralised or decentralised
Establishing IS infrastructure (networks, hardware and
software services)
Implementation of corporate strategy through developing
line-of-business systems
Ensuring that the company follows ethical or legal codes for
health and safety and data protection
Contemporary Role of End-user IS
Services
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To:
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Provide a help-desk service
Achieve standardisation of software
Ensure network efficiency
Provide training
Deliver services to end-users cost-effectively
Management approach to End-User
Computing
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Management’s approach to EUC should be designed to fit
in with the information systems strategy of the
organisation. The aims will always be to maximise the
benefits and minimise the problems. Two factors need to
be managed:
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the rate of expansion
the level of control.
The rate of expansion is managed by:
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making hardware/software easier/difficult to obtain
making information easier/difficult to obtain
imposing/relieving the end-user departments of the cost of
EUC
The levels of control over EUC is managed by:
more or less restrictive standards over the
purchase of hardware/software
–
the level of requirement of mainframe use as
compared to PC use for applications
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restrictions on access of data.
The organisation may manage the rate of
expansion to yield a high or low rate of growth of
EUC. Similarly may also ensure high or low level of
control over EUC.
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EXPANSION/CONTROL MATRIX
EXPANSION
(Curtis 1995)
HIGH
LOW
ACCELERATION
CONTROLLED
GROWTH
LAISSEZ-FAIRE CONTAINMENT
LOW
HIGH
CONTROL
There are four possible mixes of strategies:
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Laissez-faire – this is the ‘no policy’ situation.
EUC is neither encouraged nor controlled.
Containment – here there is a high level of
control, EUC is channelled.
Acceleration – EUC is encouraged with very little
control, high risks involved.
Controlled Growth – policies are put in place both
to encourage expansion and at the same time
controlled growth. This is a situation in which the
roles of the end-users and the computer centre
are clearly specified.
End-User Services
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The main end-user services that the information systems manager
has to provide to support EUC are as follows:
– Provide a help-desk service – this will solve problems that users
encounter in using the software. This will involve troubleshooting
in all aspects of software/hardware problem situations. This
service should be delivered as quickly as possible.
– Achieve standardisation of software – applications throughout the
organisation should be standard to reduce the cost of purchase
and to enable information transfer.
– Ensure network efficiency – reduce network ‘downtime’.
– Provide training – for users in application use and/or
development.
– Deliver services to end-users cost effectively. – minimising ‘total
cost of ownership’ which includes cost of purchase and
maintenance.
Help-desk service or Information Centre
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Information Centre (IC) is an American term for
the help-desk or IT support. The IC provides all
the services required for end-users to use and
develop applications
Many help desks are now outsourced to other
companies. (Outsourcing is when all or part of
the information system services of an
organisation is sub-contracted to another
company).
The ranges of services typically offered are:
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Help desk support for user problems.
Assisting in software purchase, installation and updates.
Provide guidance in the selection, purchase and installation of
hardware. This will conform to set standards, taking advantage
of discounts and limiting support contracts.
Consulting with the user to determine if a particular application
is appropriate for EUD.
Assistance in application development.
Management and supply of data to end-users, improving
access to shared data.
Training and education in particular on packages or
development techniques.