Managing OperationsGloria Bell
Mary Beth Reid Operations definedWhen defining operations we must first define hardware. Hardware includes computers, disk drivers, tape drivers, printers, and PCs.
Operations also include communication lines and equipment, and software, such as operating systems, compliers, and networking software. Solving operational problemsSystem operations problems: slow response times, networks are down, data is not available, or data is wrong.
What can be done to improve operations?
Buy more equipment
Continuously fight fires and rearrange priorities, getting people to solve problem at hand
Continually document and measure what you are doing, to find out the real problems, not just the apparent ones. Operational measuresExternal measures
Are what customers see: system and network uptime ( downtime ), response time, turnaround time and program failures.
These aspects directly relate to customer satisfaction
Are of interest to IS people: computer usage as a percentage of capacity, availability of mainline systems, disk storage utilized, job queue length, number of jobs run, number of jobs rerun due to problems. Age of applications, and number of unresolved problems. ...