CHAPTER ONE
INTRODUCTION
1.1
BACKGROUND OF THE
STUDY
The role played by information in aiding managerial work
to support decision-making particularly in the banking sector cannot be
ignored, considering the fact that banking operations rely substantially on management
information systems. Although, most banks in the past operate manual system of
information processing and storage, which is associated with problems of
inaccuracy, poor storage facilities, cost and time constraints, had a negative
effect on the delivery of services both to consumers of banking services and in
– house management decision making. Thus, it made banking operations in Nigeria
An attempt to follow the present global trend of banking
necessitated the employment of “on – line” banking operations by the new
generation banks in the country. This process simply means deviation from the
old fashion simple manual system to the much up graded computer based
information system. This computer based information system use computer
hardware and software, telecommunications networks, computer based data
management techniques and other forms of information technology (I.T) to
transform data into varieties of information.
This milestone achievement in management led both Zenith
Bank and Oceanic Bank International which commenced operations in the 1990’s
adopt information technology in their daily operations thereby ensuring maximum
customer satisfaction. MIS gave them an edge over their competitors. Operating
as real – time and on – line banks, these banks alongside other banks have
revolutionized banking operations in Nigeria
However, if information systems do not support the
strategic objectives, business operations, or management needs of an organization,
they can seriously damage its prospects for survival. Therefore, managers must
balance the technological capabilities of information technology with its
behavioural effects on people, and organizations to efficiently and effectively
meet strategic objectives. Thus, the field of information systems has become a
major functional area of business administration.
These are resources needed to provide management reporting, decision support,
strategic information, and expert advice to managerial end users.
This conceptual overview emphasizes the main purpose of
management information systems that support business operations and managerial
decision – making.
Providing information and support for management
decision – making by all levels of management (Top Executives – Middle managers
– supervisors) is a complex task.
Information system
(IS) for gathering, processing and disseminating information has been an
integral part of every organization’s processes forever. However, the arrival
of technologies, which were cable of helping carry out those processes,
changing them, eliminating the need for some of them and enabling new processes
to be developed, has made the management of information systems a subject
needing specific attention.
Ensuring potential
of Information technology is a harness in an increasingly uncertain and complex
environment. This was traditionally a challenge for managers in major
corporations, but the ever-improving economics and capabilities of information
technology (IT) have meant that in every size of IT is now an item on the
management agenda.
Information is a
major resource and the proper handling will allow the organization to achieve
an edge over their competitors: competitive advantage. Good information is
information, which has value to the user. It is useful to the recipient, can be
relied upon and could not continue service without computes and the information
they make available. Value of he information leads to reducing unnecessary
costs, adapting better than its rivals will be able to give a better service at
a lower cost and so will make better long term profits.
For
many firms, information technology has become a strategic focus. In that sense
how sooner the computer systems are being planned and developed will be a
critical factor. This will definitely influence the organisation’s survival or
growth. However in the past information technology has been a lower profile
activity. Bradmore (1996), has noted the demanded for management information
continuous to grow as organisation’s become more complex in scale and scope, as
the environment becomes more uncertain as the rate of change of key
business-not least technology it self accelerates (Earl, 1989:14)
Competitive
advantage involves providing better service through deeper knowledge of
customer. The idea is that Banks have developed or learned information about
their customers' needs and process can serve that customer better than their
competitor can.
1.1 STATEMENT
OF THE PROBLEM
Managers
and customers are being provided with inferior information, product and
services. The performances of banks are crippled by slow processing of business
transactions, which limit employee’s efforts and hurts customer service. End
users are not receiving the required information they need, and they are
spending too much time trying to acquire such information, which reduces the
time spent on other management duties. For these reasons, the quality of
information systems and the organization’s service delivery have suffered.
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