Customer Service is important for a myriad of reasons, such as retaining customers, building customer loyalty, getting customer referrals, improving employee happiness, and remaining competitive. However, as a company grows, the focus may be on sales and production, with customer service efficiency and effectiveness being seen as an overhead…

The goal is to provide a robust and challenging problem statement for a capstone, advanced systems analysis and design course for CIS/MIS/CS majors. In addition to the problem narrative, a representative solution for much of the business modeling deliverables is presented using the UML paradigm. A structured analysis deliverable will be the topic…

Over the last several hundred years, local and national educational systems have evolved from relatively simple systems to incredibly complex, interdependent, policy-laden structures, to which many question their value, effectiveness, and direction they are headed. System Dynamics is a field of analysis used to guide policy and system design in…

Over the past decades, network technologies across supply chains have been introduced and promoted with the premised benefits for all participants. However industry experience with an adoption process of some technology suggests that some firms have a great amount of uncertainty in estimating the benefits of its adoption. This uncertainty will…

Acquiring the knowledge to assemble an integrated Information System (IS) development process that is tailored to the specific needs of a project has become increasingly important. It is therefore necessary for educators to impart to students this crucial skill. However, Situational Method Engineering (SME) is an inherently complex process that…

An important objective of science and technology education is the development of pupils' capacity for systems thinking. While in science education the term system relates mainly to structures and phenomena in the natural world, technology education focuses on systems designed to fulfill people's needs and desires: examples include systems to…

This study introduces the concept of Fault Tree Analysis as a systems tool and examines the implications of Fault Tree Analysis (FTA) as a technique for isolating failure modes in educational systems. A definition of FTA and discussion of its history, as it relates to education, are provided. The step by step process for implementation and use of…

At a time when libraries are adopting systems analysis as an integral part of their management structure, systems analysts are voicing grave concern about their ability to deliver the kinds of systems libraries need. (11 references) (Author)

SYSTEMS ANALYSIS CAN BE APPLIED TO THE PLANNING AND DELIVERY OF MENTAL HEALTH SERVICES. THE MODELS PRESENTED SHOW HOW A SYSTEMS APPROACH CAN BE USED TO ANSWER SOME OF THE KEY QUESTIONS IN PLANNING, ORGANIZING, AND EVALUATING MENTAL HEALTH SERVICE PROGRAMS. MODEL 1 APPROACHES THE TASK OF DEFINING AND CATEGORIZING MENTAL HEALTH AND RELATED PROBLEMS.…

The systems approach in education is a management tool that allows individuals to examine all aspects of a problem, to interrelate the effects of one set of decisions to another, and to optimally use the resources at hand to solve the problem. Five systems approaches which have been used in the successful development of instruction at the…

Describes Fault Tree Analysis, a tool for systems analysis which attempts to identify possible modes of failure in systems to increase the probability of success. The article defines the technique and presents the steps of FTA construction, focusing on its application to education. (RAO)

John Goodlad (1958) stated that "Nowhere in education is there greater need for a conceptual system to guide decision-making than the field of curriculum." This research attempts to explore ways in which systems thinking can provide a conceptual system, to illuminate the study of curriculum and guide the design of curricula. (Author/RK)

This paper introduces a hardware and software independent model for producing educational computer simulation environments. The model, which is based on the results of 32 studies of educational computer simulations program production, implies that educational computer simulation environments are specified, constructed, tested, implemented, and…

Describes a methodology for management information systems design that employs a formalized framework for significantly involving manager-users in the design process. A key element of the methodology is the development of descriptive and normative system models based on the concept of a "linear responsibility chart." (Author/JG)