Transcript Management Information Systems

Management Information
Systems
Dr. Cihan Cobanoglu, CHTP
University of Delaware
Outline
• MIS
• Strategic Alignment
• General Technology
– Terminology
– Networks
– LAN, WAN, MAN
– Wireless Networks
– Network Security
Outline (cont.)
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Hotel Technology
PMS
PMS Interfaces
E-Procurement
OTA & HTNG
System Design
– System Selection
– System Conversion
• FUTURE!!!
Survey
• Let’s take the survey!
MIS Map
• Draw a technology map of your hotel.
PMS
(Fidelio)
Introduction to Systems
Management
“I think there is a world of market for
maybe five computers”
Thomas J. Watson
Chairman IBM, 1943
Evolution of Technology
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1844- Telegraph
1876- Telephone
1902-Electric typewriter
1910- Radio
1915- Coast to coast telephone
conversation
• 1946- First electronic computer
• 1970- Floppy disks
• 1990’s - Internet
A moment to think!!!
Future???
Advantages of IT
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Labor productivity
Organizational efficiency
Enhanced decision making
Reduced operating costs
Increased Information Accuracy
Increased revenues
Greater guest satisfaction
Improved controls
IT Advantages (cont.)
• Communication
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Faster
24/7/365
Easier
Anywhere
E-commerce/Internet
Disadvantages
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Security Issues
Privacy
Ergonomics
Maintenance
Cost
Availability
Updates
How to get the advantages?
• Strategic Alignment
– Business strategy and business infrastructure
are aligned
– What does this mean?
– Mission Statement
– Technology Mission
Some Examples
• McDonald’s
– Wifi
– Credit Card in Drive Through
Some Examples
• The Monster Thickburger consists of:
– Two charbroiled 100 percent Angus beef
patties, each weighing in at a third of a
pound
– Three slices of American cheese
– Four crispy strips of bacon
Airline Phones
Your Hotel
• Think about your last 3 IT investments
– Were they all strategically aligned?
Question to think about
• Computer technology is changing
everyday. So, is it wise to invest a fortune
on a certain computer system?
MIS
• Enable managers to better monitor and
administer business transactions and
activities
• provide high level of operational and
internal control over business resources
• produce timely and comprehensive
reports formatted to the specific needs of
managers
Information Processing
RAW DATA
Decision
Making
Rules
Shaped
Data
Reservations/Front Office/Sales/POS/Accounting, etc.
INFORMATION
SIMULATION
System Manager
• Small properties vs. large properties
• Responsibilities:
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Hardware & Software
Optimal Performance
Evaluating system performance
Training system users
Guarding & Preserving
System library
Information plan
Information & Communication
• Generation and transfer of information is
critical to today’s businesses
• Flow of information both mirror and shape
organizational structures
• Networks are the enabling technology for
this process
The “Manager’s Dilemma”
• Technology is necessary for
competitiveness
• Cost of technology has decreased
• Reliance on technology has increased
• Number of choices have increased
• Choices are both more difficult and more
important
General Technology
Section One
Introduction to Computers
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Four basic components:
input device
 central processing unit (CPU)
 output device
System Unit
 storage device
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Monitor
Printer
Keyboard
Computer system unit internal view
I/O in Hospitality
• LCD (liquid crystal
display (touchscreen)
• Cathoderaytubes
• Hand Held Terminals
• Cash Register
• Point of Sales (POS)
• Bar Code Reader
• Scanner
Central Processing Unit (CPU)
• Brain
• Operations System (OS)--DOS, Windows,
Unix, Linux, etc.
• Read Only Memory (ROM)
• Random Access Memory (RAM)
Read Only Memory
• Holds the operating system & BIOS
• Can not be written
• Read only
Read Access Memory (RAM)
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Internal Memory
Read & Write
16 Megabyte (MB)-32, 64, 128, 256MB…
A single page 4K (4000 characters)
Very important in performance
Temporary---not permanent
Floppy Disks
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Diskette
1.4 MB --3.5 inch
100 MB Zip Drives
Jazz Drives 1GB
Super Disk--3.5 inch--120 MB
Formatting
Hard Disks
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Fixed Disk
External storage device-GB’s
Two Heads
Read & Write
Permanent
Potential Problems with hard-disk
Virus
Hard disk
Magnetic Tapes
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Like Video Tape
Magnetic
Backup purposes
Slow
Permanent
Compact Disk
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CD-ROM --Read Only Memory-650 MB
CD-Writeable
CD-Rewritable
Digital Video Disk (DVD)
• 4X-8X-20X…..
Local Area Networks
Why LAN?
• Increased processing and transfer
requirements in many graphics-intensive
applications now require significantly
higher transfer rates (data, audio, image,
video)
• Decreased cost of storage space leads to
program and file bloat, increased need for
transfer capacity
LANs share
• Files (databases)
• Resources (Printers,
fax)
• Programs (SAS, MS
Office)
– Working together
– Communication
LAN-MAN-WAN
• LAN=ArabellaSheraton Grand Hotel
• MAN=ArabellaSheraton Frankfurt Hotels
• WAN=All ArabellaSheratons
Basic LAN Hardware
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Computers/Server(s)
Resources
Cables
Connectors (Hubs)
Network Interface Cards (Ethernet)
ADVANCED
• Bridges
• Routers
Basic LAN Software
• Network Operating System
– Windows NT/2000
– Novell
• Network Drivers
• Applications
Open Systems Interconnection
7. Application Layer
6. Presentation Layer
5. Session Layer
4. Transport Layer
3. Network Layer
2. Data Link Layer
1. Physical Layer
Pre-Networking
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Planning
Suitability to task
Ease of use
Administration
Security
Cost
Installation
Service
Pre-Networking
• Flexibility
– Add-on features
• Compatibility
Topology
• Arrangement of workstations in a shared
medium environment
• Logical arrangement (data flow)
• Physical arrangement (cabling scheme)
BUS Topology
• Continuous length of cable that connects two
or more devices together
BUS Topology
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Information transfer
Terminators
Setup is simple
Expansion
Repair
Cost
STAR Topology
• Central network
connector (hub)
• Less than 100m.
• Expansion--hub
• Troubleshooting
• Cost—cable
Ring Topology
• Information flows one
way
• Close together
• Expansion
• Troubleshooting
• Cost
Hybrid Topology
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WAN
Cost
Management
Why Hybrid (Tiered)?
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Reliability—less service interruption
Capacity- not easily saturated
Cost – low cost networks can build up
Needs- not every department need the
same equipment (accounting vs. graphics)
Network Layouts
• Centralized
• Distributed
Network Hardware:Servers
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File Server
Fax Server
Application Server
Print Server
CD Server
Etc.
Network Hardware:Stations
• Regular computers
Network Hardware:Storage
• File Server
• Hard Disks (Fixed/External)
• Compact Disk(CD-R/CDRW/DVD/WORM)
• Magnetic Tapes
(slow/permanent)
• Zip/Super Disk
Network Hardware:Printer
• Sharing
• Print Servers
• Installation (network
adapter)
• Cost
• Capacity
• Print Speed
• Features (i.e sort, cover
page)
• Memory
Network Hardware:NIC
• Network Interface
Cards
• Controls the flow of
information
• Controlling
– MAC Address
Network Hardware: Hubs
Hub vs. Switch
• Hub—sends signals to all computers
connected
• Switch– sends signals to intended
computer(s)
Network Hardware: Repeaters
• Extend the length of transmission media
Network Hardware: Bridges
• Allows computers on individual networks
or separate parts of a network to
exchange information
Network Hardware:Routers
• Connectors that are used to link
different networks together
Internet Protocols &
Communications
• TCP/IP
– IP Address Classes
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HTML
HTTP
IP Addresses
FTP
• ASP
• ISP
• Caching
Modems
• Allow computers to communicate over
distances
• E-mail, internet, bulletin boards
• Polling, file transfer, system support
TCP/IP
• Transmission Control Protocol Packets:
– Are numbered so they can be reassembled in the
correct sequence at the destination.
– Are transmitted over the network as capacity
becomes available.
– Forwarded across the network separately and do
not necessarily follow the same route.
Emerging Technologies
Smart Cards
XML
Bluetooth
VPN
XML Example
VoIP
ASP
HSIA
High Speed Internet
Access
Wide Area Networks
WAN
• A computer network that spans a relatively
large geographical area
• Typically, a WAN consists of two or more
local-area networks (LANs)
• The biggest WAN is…..
Transmission Media
• Physical pathways
that connect
computer, devices or
networks
• Compatibility with NIC
• Types:
– Cable
– Light
– Wireless
Cables
• Oldest
• Most commonly used
• Types:
– Coaxial
– Unshielded twisted pair
– Shielded twisted pair
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Terminator
T Connector
4/10/16/20Mbps
100m
Fiber Optic
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Transmits light signals
Cost
100 Mbps >
Interference
T-1 (1.5Mbps)
T-3 (43 Mbps)
• a connection running at 155 megabits per
second from Los Angeles to New York cost
about $45,000 a month last October. That
price fell to $35,000 in March and is
expected to slip to $2,450 in January
2002.
• Source: Cnet.com
WAN Protocols
• Telephone lines
• Leased lines
Frame Relay
• The rapid increase in use of LANs&WANs
• The use of fiber optic links 
• Frame Relays: an intermediate solution for
the demand for high bandwidth networking
• It is a packet switching technology which
relies on low error rate digital transmission
links and high performance processors
• Multiplexing
WAN in Hospitality
• Global Reservation System
• Central Reservation System
• Property Management System
Wireless Networks
When?
• Mobile communication is needed.
• Wired communication difficult or
impossible.
• A communication system must be
deployed quickly.
• Communication facilities must be installed
at low initial cost.
• The same information must be broadcast
to many locations
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• Less controlled environment
• Interference– 3 channels in 802.11b/g
• Lower data rates
History
• Mobile telephones in 1947
• Analog
• Digital
AMPS
• Advanced Mobil Phone System by AT&T
AMPS
• Signals not being
constrained
• Interference
• Not encrypted
• Easily monitored
Advanced Mobile Phone System
GSM
• Global System for Mobile Communications
• First developed in Europe
• Subscriber Identity Module
SIM CARD
• GSM is encrypted
3rd Generation
+ data, image, video= multimedia
• Voice quality 
• 144 kbps while moving fast
• 384 kbps while moving slowly
• 2 Mbps while in office (AT&T 3G)
WAP
• Wireless Application
Protocol
• Works with all mobile
technology
• Wireless Markup
Language
• XHTML
http://www.ananova.com
WAP
Public Switched
Telephone Network
Satellite
Low-earth orbit satellites
Medium-earth-orbiting satellites
Geo-stationary satellites
Satellite
1200
35,000km
0.24sec
2-10Mbps
Satellite Applications
• Communication
• Video-conferencing
• Global Positioning
System
802.11x
• 802.11b
– 11Mbps in the 2.4GHz band
– 3 channels (1,6,11)
– 11mbps
• 802.11g
– 11Mbps in the 2.4GHz band
– 3 channels (1,6,11)
– 54Mbps
802.11x
• 802.11a
– 5Ghz
– 12 channels (no overlapping)
– 6,12,24 mandatory
– 9,18,36,54 (optional)
802.11x
• b and g are compatible
WEP
• Wired Equivalent Privacy
• WEP aims to provide security by
encrypting data over radio waves so that it
is protected as it is transmitted from one
end point to another.
• the data link and physical layers of OSI
(Open System Interconnection)
WPA
• Wi-Fi Protected Access
• Improved data encryption through the temporal
key integrity protocol (TKIP). TKIP scrambles the
keys using a hashing algorithm and, by adding
an integrity-checking feature, ensures that the
keys haven’t been tampered with.
• User authentication, which is generally missing
in WEP, through the extensible authentication
protocol (EAP). WEP regulates access to a
wireless network based on a computer’s
hardware-specific MAC address
Bluetooth
• Up to 2Mbps in the 2.45GHz band
• No native support for IP, so it does not
support TCP/IP and wireless LAN
applications well. Not originally created to
support wireless LANs. Best suited for
connecting PDAs, cell phones and PCs in
short intervals.
Radio Frequency
• Up to 10Mbps in the 2.4GHZ band
• Intended for use in homes, not
enterprises. Range is only 150 feet from
base station. Relatively inexpensive to set
up and maintain