10 SYSTEMS IMPLEMENTATION AND MAINTENANCE Question 1 Explain different conversion strategies used for conversion from manual to compu

terised system. Enumerate the advantages and disadvantages of each strategy. (May 1998, May 2000, Nov. 2003 & Nov 2007) Answer The five strategies used for conversion from manual to computerised system are b riefly discussed below: (i) Direct Changeover: Conversion by direct changeover means that on a specified date, the old system is dropped and the new system is put into use. Advantages: The users have no possibility of using the old system other than the new one. Adaptation is a necessity. Disadvantages: Direct changeover can only be successful if extensive testing is done beforehand. Long delays might ensue if errors occur. Also, users may resent bein g forced into using an unfamiliar system without recourse. Finally, there is no ad equate way to compare new results with old ones. (ii) Parallel Conversion: This refers to running the old systems and the new sys tem at the same time, in parallel. This approach works best when a computerised system repl aces a manual one. Both systems are run simultaneously for a specified period of time and the reliability of results is examined. When the same results are gained over ti me, the new system is put into use and the old one is scrapped. Advantages: There is a possibility of checking new data against old data in orde r to catch any errors in the processing of the new system. It also offers a feeling of secu rity to users who are not forced to make an abrupt change to the new system. Disadvantages: Cost of running two systems at the same time is high. The workloa d of employees during conversion is almost doubled. In case the system being replaced is a manual one, it is difficult to make comparisons between output of the new system and the old one. (iii) Gradual Conversion: It attempts to combine the best features of the earlie r two plans, without incurring the risks. In this plan, the volume of transactions is gradual ly increased as the system is phased in. Management Information and Control Systems 108 Advantages: It allows users to get involved with the system gradually. It also o ffers the possibility of detecting and recovering from the errors without a lot of downtim e. Disadvantages: It takes too long to get the new system in place. It is not appro priate for conversion of small, uncomplicated systems. (iv) Modular Prototype Conversion: This approach of conversion uses the building

of modular, operational prototypes to change from old system to new in a gradual ma nner. As each module is modified and accepted, it is put into use. Advantages: Each module is thoroughly tested before being used. Users become fam iliar with each module as it becomes operational. Disadvantages: Many times prototyping is not feasible and hence this conversion method can not be used for such systems. Further, under this approach, special a ttention must be paid to intefaces so that the modules being built actually work as a sys tem. (v) Distributed Conversion : This refers to a situation in which many installati ons of the same system are contemplated, such as in banking. One entire conversion is done using any of the aforesaid four approaches at any one site. When that conversion is successfully completed, other conversions are done for other sites. Advantages: Problems can be detected and contained at one site rather than infli cting them, in succession, on all sites. Disadvantages: Even when one conversion is successful, each site will have its o wn peculiarities to work through and these must be handled. Question 2 Discuss briefly, various activities that are involved for successful conversion of an existing manual system to a computerized information system. (Final May 1999 & May 2005) Answer Activities involved in conversion: Conversion includes all those activities whic h must be completed to successfully convert from the existing manual system to the compute rized information system. Fundamentally these activities can be classified as follows: 1. Procedure conversion; 2. File conversion; 3. System conversion; 4. Scheduling personnel and equipment; 5. Alternative plans in case of equipment failure 1. Procedure conversion: Operating procedures should be completely documented fo r the new system. This applies to both computer operations and functional area operations. Before any parallel or conversion activities can start, operating pr ocedures must be clearly spelled out for personnel in the functional areas undergoing cha nges. Information on input, data files, methods, procedures, outputs, and internal con trols must Systems Implementation and Maintenance 109 be presented in clear, concise and understandable terms for the average reader. Written operating procedures must be supplemented by oral communication during the train ing sessions on the system change. Brief meetings must be held when changes are taki ng place in order to inform all operating employees of any changes initiated. Revis ions to operating procedures should be issued as quickly as possible. These efforts enha nce the

chances of successful conversion. Once the new system is completely operational, the system implementation group s hould spend several days checking with all supervisory personnel about their respectiv e areas. 2. File conversion: Because large files of information must be converted from on e medium to another, this phase should be started long before programming and testing are completed. The cost and related problems of file conversion are significant whet her they involve on?line files (common data base) or off?line files. Present manual files are likely to be inaccurate and incomplete where deviations from the accepted formats are common. Computer generated files tend to be more accurate and consistent. In order for the conversion to be as accurate as possible, file conversion progr ams must be thoroughly tested. Adequate controls, such as record counts and control total s, should be the required output of the conversion program. The existing computer files sh ould be kept for a period of time until sufficient files are accumulated for back?up. Th is is necessary in case the files must be reconstructed from scratch after a bug is discovered later in the conversion routine. 3. System conversion: After on?line and off?line files have been converted and t he reliability of the new system has been confirmed for a functional area, daily pr ocessing can be shifted from the existing information system to the new one. A cut?off po int is established so that data base and other data requirements can be updated to the cut?off point. All transactions initiated after this time are processed on the new syste m. System development team members should be present to assist and to answer any questions that might develop. Consideration should be given to operating the old system fo r some more time to permit checking and balancing the total results of both systems. Al l differences must be reconciled. If necessary, appropriate changes are made to th e new system and its computer programs. The old system can be dropped as soon as the d ata processing group is satisfied with the new system s performance. 4. Scheduling personnel and equipment: Scheduling data processing operations of a new information system for the first time is a difficult task for the system man ager. As users become more familiar with the new system, however, the job becomes more routine. Before the new design project is complete, it is often necessary to schedule the new equipment. Some programs will be operational while others will be in various sta ges of compiling and testing. Since production runs tend to push aside new program test ing, the system manager must assign ample time for all individuals involved. Schedules sh ould be set up by the system manager in conduction with departmental managers of operational units serviced by the equipment.

Management Information and Control Systems 110 Just as the equipment must be scheduled for its maximum utilisation, so must be personnel who operate the equipment. It is also imperative that personnel who en ter input data and handle output data be included in the data processing schedule. Otherwise, data will not be available when the equipment needs it for processing . 5. Alternative plans in case of equipment failure: Alternative-processing plans must be implemented in case of equipment failure. Who or what caused the failure is not as important in case of equipment failure as the fact that the system is down. Prio rities must be given to those jobs critical to an organization, such as billing, payroll, an d inventory. Critical jobs can be performed manually until the equipment is set right. Documentation of alternative plans is the responsibility of the computer section and should be fully covered by the organization s systems and procedures manual. It sh ould state explicitly what the critical jobs are, how they are to be handled in case of equipment failure, where compatible equipment is located, who will be responsible for each area during downtime and what dead?lines must be met during the emergency. A written manual of procedures concerning what steps must be undertaken will help expedite the unfavourable situation. Otherwise, panic will result in the least efficient meth ods when time is of the essence. Question 3 Why is personnel training important for the successful implementation of informa tion system? What type of training should be imparted to (i) systems operator and (ii) users? (Final May 2003 & Nov. 2006) Answer A system can succeed or fail depending on the way it is operated and used. There fore, the quality of training received by the personnel involved with the system in variou s capacities helps or hinders the successful implementation of information system. Thus, trai ning is becoming a major component of systems implementation. When a new system is acqui red which often involves new hardware and software, both users and computer professi onals generally need some type of training. Often this is imparted through classes, wh ich are organized by vendor and through hands- on learning techniques. Training Systems Operators: Many systems depend on the computer centre personnel , who are fully responsible for keeping the equipment running as well as for providing the necessary support services. Their training must ensure that they are able to handle all po ssible operations, both routine and extra ordinary. Operator training must also involve the data entry personnel. If the system called for the installation of new equipment, such as n ew computer

system, special terminals or data entry equipments, the operator s training should include such fundamentals as how to turn the equipment on and use it, knowledge of what constitutes normal operation and use. The operators should also be instructed in what common malfunctioning may occur, how to recognize them and what steps to take when they arise. As part of their training, operators should be given both a trouble-shooting list t hat identifies possible problems and remedies for them, as well as the names and telephone numb ers of individuals to contact when unexpected or unusual problems arise. Training also involves Systems Implementation and Maintenance 111 familiarization with run procedures, which involve working through the sequence of activities needed to use a new system on an ongoing basis. User Training: User training may involve equipment use, particularly in the case where a microcomputer is in use and the individual involved is both operator and user. I n these cases, users must be instructed first how to operate the equipment. User training must also instruct individuals involved in trouble shooting of the system, determining whether the problem is caused by the equipment or software or by something they have done in using the system. Most user training deals with the operation of the system itself. Users should b e trained on data handling activities such as editing data, formulating inquiries and deletin g records of the data. From time to time, users will have to prepare disks, load papers into prin ters or change ribbons on printers. Some training time should be devoted to such system mainten ance activities. If a microcomputer or data entry system uses disks, users should be instructed in formatting and testing disks. Question 4 The final step of the system implementation is its evaluation. What functions are being served by the system evaluation? Discuss development, operation and information evaluations. (Final Nov. 2004 & May 2008) Answer Evaluation of the new system: The final step of the system implementation is eva luation. Evaluation provides the feedback necessary to assess the value of information an d the performance of personnel and technology included in the newly designed system. T his feedback serves two functions: 1. It provides information as to what adjustments to the information system may be necessary. 2. It provides information as to what adjustments should be made in approaching future information system development projects. There are two basic dimensions of information systems that should be evaluated. The first

dimension is concerned with whether the newly developed system is operating prop erly. The other dimension is concerned with whether the user is satisfied with the informa tion system with regard to the reports supplied by it. Development evaluation: Evaluation of the development process is primarily conce rned with whether the system was developed on schedule and within budget. This is a rather straightforward evaluation. It requires schedules and budgets to be established in advance and that record of actual performance and cost be maintained. It may be noted th at very few information systems have been developed on schedule and within budget. In fact, many information systems are developed without clearly defined schedules or budgets. Due to the uncertainty and mystique associated with system development, they are not subjec ted to traditional management control procedures. Management Information and Control Systems 112 Operation evaluation: The evaluation of the information system s operation pertain s to whether the hardware, software and personnel are capable to perform their duties and they do actually perform them so. Operation evaluation answers such questions: 1. Are all transactions processed on time? 2. Are all values computed accurately? 3. Is the system easy to work with and understand? 4. Is terminal response time within acceptable limits? 5. Are reports processed on time? 6. Is there adequate storage capacity for data? Operation evaluation is relatively straightforward if evaluation criteria are es tablished in advance. For example, if the systems analyst lays down the criterion that a syst em which is capable of supporting one hundred terminals should give response time of less th an two seconds, evaluation of this aspect of system operation can be done easily after the system becomes operational. Information evaluation: An information system should also be evaluated in terms of information it provides. This aspect of system evaluation is difficult and it ca nnot be conducted in a quantitative manner, as is the case with development and operatio n evaluations. The objective of an information system is to provide information to support the organizational decision system. Therefore, the extent to which information provi ded by the system is supportive to decision making is the area of concern in evaluating the system. However, it is practically impossible to directly evaluate an information system s support for decision-making in an organisation. It must be measured indirectly. User satisfa ction can be used as a measure to evaluate the information provided by an information system. Measurement of user satisfaction can be accomplished using the interview and que stionnaire

technique. If management is generally satisfied with an information system, it i s assumed that the system is meeting the requirements of the organization. If management is not satisfied, modifications ranging from minor adjustments to complete redesign may be require d. Question 5 Write a short note on System maintenance. (Final May 2001, Nov. 2002, Nov. 2005 & May 2007) Answer System maintenance: System maintenance involves adding new data elements, modify ing reports, adding new reports, changing calculations etc. to update systems. There are two categories of maintenance (i) Scheduled i.e. anticipated and planned maintenance. (ii) Rescue maintenance for previously undetected malfunctions that were not ant icipated but require immediate solution. Systems Implementation and Maintenance 113 As systems increase and expand, systems maintenance places increasing demands on programmers time. As information systems may remain in an operational and mainten ance mode for several years, the system should be evaluated periodically to ensure that it is operating properly, changes may be incorporated to suit the changing needs of the users. Question 6 Describe various strategies for change over from manual system to computerised s ystem. (Final May 2006) Answer Strategies for change over from manual system to computerized system : The follo wing strategies are adopted: (i) Direct change over: Conversion by direct changeover means that on a specifie d date the old system is dropped and the new system is put into use. This can be successful only if extensive testing is done before hand. It is risky approach and may cause long delays if error occurs. Users may resent being forced into using an unfamiliar system. (ii) Parallel conversion: This refers to running the old system and the new syst em at the same time, in parallel. Both systems are run simultaneously for a specified peri od of time and the reliability of results is examined. When the same results are gained ove r time, the new system is put into use and the old one is stopped. The advantage includes the possibility of checking new data against old data. It also offers a feeling of security to users who are not forced to make abrupt changes. However, cost of running two systems is high and at the same time workload also increases. With a given choice between two systems, employees will continue to u se old system because of their familiarity with it. (iii) Gradual conversion: In this plan, the volume of transactions is gradually increased as the system is phased in. It combines the best features of the earlier two plans. How

ever, it takes too long time to get new system in place. (iv) Modular conversion: This approach uses the building of modular, operational prototypes to change from old system to new in a gradual manner. As each module is modified and accepted, it is put into use. In this manner, each module is tested thoroughly a nd users also get familiarised. However, special attention is required to be paid to inte rfaces so that the modules being built actually work as a system. (v) Distributed system: In this method, one entire conversion is done at one sit e. When that conversion is successfully completed, other conversions are done for other sites . It is most popular in banking industry or in franchises etc. This approach requires th at peculiarities of each site should be handled properly. Management Information and Control Systems 114 Question 7 Define and differentiate between Scheduled maintenance and Rescue maintenance along with their respective benefits. (Final Nov 2008) Answer Most information systems need some modifications after development. This need arises from time to time, due to failures to anticipate all requirements during system design and/or due to changed organisational needs. The changing needs impact mos t information systems and thus regular systems maintenance involves adding new dat a elements, modifying reports, adding new reports, changing calculations etc. Such maintenance can be categorised in the following two ways: (1) Scheduled Maintenance is undertaken for tasks which can be anticipated and c an be planned for in advance. An information system may remain in an operational and maintenance mode for several years. The system should be evaluated periodically to ensure that it is operating properly and is still workable for the organisation. (2) Rescue maintenance refers to previously undetected malfunctions or such sudd en changes that were not anticipated but require immediate solution. A system that is properly developed and tested should have few occasions of rescue maintenance. Rescue maintenance is unplanned and generally puts system stand still.