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Question One - Individual Assignment

This document contains two questions. The first question asks to evaluate suggestions for improving slow response times at terminals accessing a mainframe, including replacing modems, upgrading terminals, or adding a front-end processor. It also asks how to ascertain the cause of slow response times. The second question asks as a group assignment to show how a public department in Kenya could deliver services to millions of customers effectively and efficiently, referencing time and motion study, rapid results initiatives, and e-government strategy. It provides background information on these topics and asks to identify a specific government department and service, the processes involved, and how ICT and human roles could make service delivery more effective and efficient at each stage.

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Catherine Wambui
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96 views4 pages

Question One - Individual Assignment

This document contains two questions. The first question asks to evaluate suggestions for improving slow response times at terminals accessing a mainframe, including replacing modems, upgrading terminals, or adding a front-end processor. It also asks how to ascertain the cause of slow response times. The second question asks as a group assignment to show how a public department in Kenya could deliver services to millions of customers effectively and efficiently, referencing time and motion study, rapid results initiatives, and e-government strategy. It provides background information on these topics and asks to identify a specific government department and service, the processes involved, and how ICT and human roles could make service delivery more effective and efficient at each stage.

Uploaded by

Catherine Wambui
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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QUESTION ONE – INDIVIDUAL ASSIGNMENT

Users at Nturubi Department Stores access the mainframe using terminals.


The users are, however, experiencing very slow response times at the
terminals. Some users suggest that the modems they are using are very slow
and should be replaced. The mainframe vendors’ sales rep suggests that
Nturubi Stores need to upgrade the terminals. Somebody from the
Information Services Department suggests that the mainframe needs a front-
end processor. A data communications consultant suggests the use of
appropriate multiplexing in the stores network.

Evaluate each suggestion with respect to improvement of the response


times.
Also explain how you can ascertain the cause of slow response time at the
terminals,

QUESTION TWO (GROUP ASSIGNMENT – MAXIMUM FIVE)


A public department in Kenya delivers services to millions of customers with
the use of information and communications technology. Service to a
customer involves a process. The processes for delivering the services
consist of sequences of activities that involve human interactions, data
entry, decisions and actions. With reference to time and motion study, rapid
results initiatives, and e-government strategy, show how delivery of services
to the millions of customers could be made effective and efficient. As part of
your answer, name a government department, the service delivered,
processes and steps involved and human and ICT roles in the service
delivery, and show how services can be made effective and efficient at every
stage.

TIME AND MOTION STUDY


What to note:
It is a method created to:
 determine the ‘correct time’ it takes to complete a certain task

 establish the one best way to perform a task

 determine to best way to complete a repetitive job

 measures how long it takes an average worker to complete a


task at a normal pace

 reduce costs and increase productivity

Its purposes
 To end ‘goofing off’ and to establish what constitutes a fair days
work

 To make sure that the job being evaluated does not include any
unnecessary motion by the worker

 To determine a ‘normal’ or average time for a job, by using


observers to record exactly how much time is being devoted to
each task .

Motion Study
 Improve methods

 It measures distance, or how much you move to do a job,


and how much you get done in a period of time

Time study
 Establish standards

 Looked at the average time it took an average worker


RAPID RESULTS INITIATIVE
Some of the points to note:
Effective and efficient delivery of goods and services
Identification of service delivery points areas – requirements and who
does what
Expected standards /outcomes - time, quality etc: realistic?
Process – from requests to delivery
Process involves stages/steps – in each process are inputs-processes-
outputs
Agility – what the person providing the service need for it
Referrals – if case is referred – what the persons need for quick response
Delays could come from customers/those serving and due to errors
Feedback needed during process and at end of it
Record of progress towards accomplishment needed
Can we know where the delay is, why and how long?
Can we monitor employees too much?
Problems and actions taken to resolve them
Amenability of actions, decisions etc to be automated

E-GOVERNMENT STRATEGY

What to note:

The e-government strategy is intended to help ensure that the


government meets its mandate. Using information and communication
technologies (ICTs), the strategy intends to enhance government
efficiency, accountability and transparency. It is three - pronged: help
government talk to itself, enhance government's interaction with
‘mwananchi’, and improve government services to the business
community.
All assignments to be submitted before or during the cycle of
MBAD 504 lectures

Any enquiry – G.N. Kamau : 0722 915219

[email protected]

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