MIS

Suppose you have just been appointed manager of a help desk with an IS department. You have been there for just a week, and you are amazed to find only limited data to help you manage your employees. In fact, the only data kept concerns the processing of particular issues, called Tickets. The following data are kept: Ticket#, Date_Submitted, Date_Opened, Date_Closed, Type (new or repeat), Reporting_Employee_Name, Reporting_Employee_Division, Technican_Name_Problem_System, and Problem_Description. You can find sample Ticket data in the Excel file Ch11Ex01_U7e.xlsx.

As a manager, you need information that will help you manage. Specifically, you need information that will help you learn who are you best- and worst-performing technicians, how different systems compare in terms of number of problems reported and the time required to fix those problems, how different divisions compare in term of problems reported and the time required to fix them, which technicians are the best and worst at solving problems with particular systems, and which technicians are best and worst at solving problems from particular divisions.

a. Use either Access or Excel, or a combination of the two, to produce the information you need using the data in the Excel file Ch11Ex01_U7e.xlsx. In your answer, you may use queries, formulas, reports, forms, graphs, pivot tables, pivot charts, or any other type of Access or Excel display. Choose the best display for the type of information you are producing. (6pts.)

b. Explain how you would use these different types of information to manage your department. (2pts.)

c. Specify any additional information that you would like to have produced from this data to help you manage your department. (1pt.)

d. Use either Access or Excel, or a combination, to produce the information in part c. (1pt.)