Required reading
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	Textbook	Laudon & Laudon 1995 Ch. 16
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Overview

This chapter describes another class of information system: management support systems. Compare these systems with what you studied from Chapter 13-the basic information systems. Management support systems (MSS) differ from the basic systems in that they are designed to assist people at higher levels of management. MSS include:

• management information systems

• decision support systems, and

• executive information systems.

Review questions

REVIEW QUESTION 10-1	Textbook	Laudon & Laudon 1995 p. 617, Discussion questions 2 and 3.
REVIEW QUESTION 10-2	Textbook	Laudon & Laudon 1995 pp. 618-620, Trucking case study, Questions 1 to 5.

Quiz

Mark the correct answer.

QUESTION 1

Which of the following is NOT a part of the traditional view of management?
(a) organizing
(b) planning
(c) controlling
(d) manipulating
(e) leading

QUESTION 2

Defining the goals of the business is part of:
(a) organizing
(b) planning
(c) controlling
(d) manipulating
(e) leading.

QUESTION 3

Motivating employees to achieve goals is part of:
(a) organizing
(b) planning
(c) controlling
(d) manipulating
(e) leading.

QUESTION 4

Controlling is most closely associated with:
(a) monitoring
(b) motivating
(c) assigning
(d) defining
(e) organizing.

QUESTION 5

Which of the following is considered an organizational challenge of a management support system?
(a) obsolescence
(b) business redesign
(c) levels of computer skills
(d) compatibility
(e) kinds of information needs

Write the most appropriate word on the line.
QUESTION 6
Different levels of computer skills are part of the ___________________ challenge.
Put a tick in the appropriate box.	True	False
QUESTION 7
Decision-support systems provide routine summary reports about the firm's performance.
QUESTION 8
Controlling means motivating employees to achieve organizational goals.
QUESTION 9
The figurehead role is a part of the informational process for managers.
QUESTION 10
An electronic communication system is most useful for a manager's role as a figurehead.
QUESTION 11
The analytical tools the system utilizes are called the model base.

Answers to quiz

Question 1.	(d)
Question 2.	(b)
Question 3.	(e)
Question 4.	(a)
Question 5.	(b)
Question 6.	(c)
Question 7.	F
Question 8.	F
Question 9.	F
Question 10.	F
Question 11.	T

Answer pointers to Review questions

Taken from Simmons (1995).

REVIEW QUESTION 1-1

2. The design of management support systems currently emphasizes user friendliness. In other words, the system must be easy to learn and use since most managers lack technical knowledge. The complexities of the operating system must be invisible to the user. Hiring a large number of computer-literate, recent college graduates will reduce the need for extreme user friendliness. Computer-literate managers will be able to adapt to more technical complexity and still perceive the MIS as easy to use. On the other hand, students who are used to GUIs and other up-to-date technology will expect the firm to have that available for them.

3. Support software for scheduling and running meetings and communication would help support the leadership role, which entails motivating, directing, and communicating with employees. Electronic mail, voice mail, group decision support, electronic calendaring, document distribution, and screen sharing applications would be helpful.

REVIEW QUESTION 1-1

1. Customer database-helps locate the best potential customer in the region a load will be dropped off, so that the driver can return with a profitable, full load rather than dead-heading.

   Voice mail system-allows the driver to get information from the dispatcher.

   Driver performance system-provides information to offer truckers financial incentives based upon their performance.

   Fleet management software-tracks the location of all trucks to ensure geographic dispersal.

2. Customer database and fleet location systems are DSSs because they support decisions on selecting the best customer based upon certain criteria and on the appropriateness of the truck locations, respectively.

   The other systems are MIS because they manage daily transactions and provide information for mid-level management decisions that are then done manually.

3. A possible report from the fleet management software might be:

   Fleet Location Report
   Date: 4/16/95
   Location	# trucks	too many?
   Baltimore, MD	12	No
   Cleveland, OH	15	No
   Chicago, IL	25	No
   Davenport, IA	34	Yes
   Fargo, SD	11	Yes
   Seattle, WA	8	No

4. The Fleet Location Report lets a manager know if there are too many trucks in a given location. Adding information such as how many trucks are usually needed in this location and when is the last time more trucks were actually needed in each location or even, what is the probability that more will be needed. Also, what is the cost of having extra trucks in any given location.

5. Customer database-this system is used for operational purposes by the dispatcher.

   Voice mail system-this system is used for operational purposes by the drivers.

   Driver performance system-this system is tactical rather than operational.

   Fleet management software-this system is sued operationally to keep the right number of trucks at a given location.