Management case study dissertation

Case Study

1 . How do information solutions contribute to the organization success in the companies portrayed in the case? Offer an example coming from each firm explaining the way the technology implemented let to improved performance.

Information technology are imperative to businesses and agencies that want to be successful. In this case, there were three companies that exhibited how information technologies helped their business. The initial company was eCourier. eCourier delivers plans around Greater london and planned to “keep real-time tabs on customer satisfaction(Textbook, pg 5).

eCourier used SeeWhy software to aid give them client data more quickly. This software program allowed eCourier to see when client’s accounts were heading dormant or if there were changes in the reservations. With this new data, eCourier saved money by not having to add extra staff to monitor who was happy with assistance and who was not.

The 2nd company was Cablecom. Cablecom was also interested customer satisfaction. They utilized statistical application to look through customer info and filter trouble.

They also found that employing survey research in combination with record software offered a more accurate look at client satisfaction or dissatisfaction. These two information technologies allowed Cablecom to see which buyers were unsatisfied and helped them preserve those customers. Finally, the third company was a law firm called Bryan Cave. Bryan Cave needed an alternative to the hourly cost normally recharged by law firms. Clients needed “fixed charges and prices that was adjusted during a project (Textbook, pg 6).

The law company had spreadsheets to help breakdown the collection of fees and how much income was being made but these spreadsheets were hard and puzzling. The company applied business smart tools to aid “lawyers trail budgets instantly so that they may quickly help to make adjustments(Textbook, pg. 6). The use of this technology led to better profitability pertaining to the law organization and also improvement in hours worked by fee earners in the law firm.

2 . In the matter of law firm Bryan Cave discussed above, the application of BI technology to improve the availability, access, and presentation of existinginformation allowed them to provide tailored and innovative services to their customers. What other vocations could reap the benefits of a similar utilization of these systems, and how? Develop two several possibilities. Many professions may use business intelligence tools just like when it comes to Bryan Cave law firm. The banking industry can use DRONE tools to remain competitive. With competition character and elevating due regulatory legislation encircling financial institutions, it can be imperative that financial institutions monitor customer’s behaviors related to ingestion of financial products in an effort to retain the consumers.

Business intelligence equipment are getting developed and marketed to financial institutions to help monitor, analyze accounts, and determine customer profitability. This type of business intelligence tool might help the banking institutions market to current buyers based on their particular propensity to purchase products based on transaction behavior and other items the customers at the moment utilize. In addition , a business intelligience tool that performs an analysis in the current charge structure billed for existing products with regards to the competition in the marketplace would help the bank see whether their pricing structure is competitive and in line with the competition. This technology would likewise help banks identify which customers will be profitable and whether or not fees should be increased or reduced. Currently

Chemical Financial institution has integrated a business intelligience tool that commerical loan providers will make use of by combination rreferencing their loan collection and any kind of prospect against to determine the earnings of the buyer in relation to you’re able to send return on equity. The company intelligience device will help the commerical lenders determined in the event the loan rate is in line given selected parameters including the market, monetary statements, as well as the customer’s business plan. Additionally , the tool will assist determine if product packaging a suite of goods would advantage the customer if perhaps more services and products of the traditional bank were utilized. Finally, Substance Bank is usually investigating an innovative business intelligence tool called info cube is being considered pertaining to implementation. The info cubes can be developed via different information for regional sales managers allowing them to change the data being more valuable strategic planning and deciding staffing solutions.

BS&A softwarecompany could gain from business intelligence equipment. BS& A provides taxes software and assessing application to many Michigan townships and cities. Every platform convey with any of the other BS& A programs. From personal experience this can be a wonderful program. To help keep current consumers BS& A could use study research to find out what should be enhanced for each client or what needs to be simplified for each client. This would allow the business to after that tailor it is software to slip each customer’s needs. At the township I work, we all needed a way to enter visa or mastercard payments into our tax program coming from BS & A. The only payments recognized in the software program were checks and money.

By completing the survey and sending it back via internet I used to be immediately contacted and the plan writers built the necessary improvements that allowed me to when a customer of the township paid having a credit card. I was very satisfied with the benefits and BALONEY & A retained my own township among their consumers.

Case Study a few:

Cablecom developed a prediction model to better determine those customers in danger of switching to other company in the near future. Furthermore to those known in the case, that which actions could be taken in the event that data were available? Give a few examples of these. Will you consider allowing some buyers leave anyway? Why?

Cablecom used two softwares, SPSS’s statistical computer software and SPSS’s Dimensions study research software program, to study consumer dissatisfaction.

SPSS’s record software tells:

1 . Just how many times difficulty occurred

2 . How much time does it accepted fix the problem

Drawbacks of this software: This may or may not inform what the difficulty was. SPSS’s Dimensions study research computer software tells:

1 . After just how many a few months of services customers gets dissatisfied- on the lookout for months installment payments on your When consumers switch most- between 12-14 months

Drawback: how come to wait till 7-9 a few months to find the problem?

Activities to prevent transitioning:

Get the problem, fix the problem: Send monthly satisfaction surveys to find the problem areas. If people are not reacting very well then simply add some offers to this like lucky prizes in the drawings of responders. Always be PROACTIVE

1 . Continue to keep customers engaged by prroviding some money conserving tips to buyers with their monthly bill. Some

2 .

examples of suggestions that may boost customer retention are: family plans above individual plans that would allow for a cost savings; Explain the main benefit of texting whether it’s cheaper than making calls; explain the key benefits of bundled ideas over person plans pertaining to phone, wire and TELEVISION; tips to increase the life of the products that Cablecom gives.

Newsletters regarding new products and services, detailing how these are useful to consumers and how they are better than competition. Brining a value added benefit to customers on a regular monthly or quarterly basis will create an affinity for the skills a company delivers.

I will not really consider letting some buyers leave in any case, unless individuals are fiscally unsustainable upon long-term basis. There are diverse reasons for this kind of:

1 .

2 .

3.

4.

5.

If perhaps customer perhaps there is then job is available.

It takes a lot of advertising assets to purchase one customer.

One satisfied customer gives more customers by recommendations. One unfulfilled customer speaks bad about company more loudly than a satisfiedcustomer discussions good regarding company.

Your competition is getting your business.

Question 9.

In what major techniques have the functions of information devices applications running a business expanded over the last 40 years? What is one main change you imagine will happen over the following 10 years? The roles of information systems applications in business evolved in following order during the last 40 years: ï‚·

ï‚·

Technical changes or Data Digesting: Until 1960 information devices was used pertaining to transactions, digesting, record keeping, accounting.

Managerial changes (1960s to 80’s):

1 . Management revealing (1960’s): LOS helped in making managerial decisions from pre defined bureaucratic 2 .

reports.

Decision Support Program (1970’s): Introduced to help managing make decisions from the available raw info using exclusive inputs and style.

ï‚·

Company Activities (1980’s to 2000’s):

1 . Proper end user support (1980’s): This consists of end user processing, executive information for critical 2 .

3.

decisions, use of manufactured intelligence pertaining to strategy building, expert devices for featuring knowledge to finish user and strategic information on how to place services and products in competitive world. Business Resource Organizing (2000’s): It provides every aspect of business ranging from

manufacturing, source, sales, HUMAN RESOURCES, Inventory administration, marketing etc . This likewise uses business Intelligence for better insight into competition activities.

Venture beyond sellers and customers or global Networking (1990’s): Introduction of e-commerce, ebusiness, development of net, intranet and extranet.

In future 10 years, speed and honesty of Information system will be important. This includes resolving the problem of ethics in operation, storage of private information and data, absent or inappropriate information. Some examples of the

challenges include insider trading in wall street game, corruption in news corporations, credit card and insurance companies.

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How can information technology support a company’s business processes and decision making and give it a competitive edge? Give illustrations to demonstrate your solution. As stated in the textbook, “information technology can assist support all types of business by improving performance and success of businesses processes and decision making (Textbook, p. 4). Incorporating technology early inside the decision making process and working collaboratively together with the different business units will provide opportunities to strengthen a company’s competitive position by simply creating innovative solutions to deliver in the marketplace.

Additionally , it’s imperative to require information technologist specialists or perhaps strategists(depending around the title selected by companies) at the extremely early stages of decision making techniques. Understanding the position of IT inside the managerial making decisions process will help the administrator make better decisions that provide a competitive edge. For example , a manager of retail store deciding which manufacturer product line to add to a shop may evaluate computer generated reports to aid his or her decision as the goal is usually to remain profitable and also have an edge within the local rival. The supervisor would show poor decision making and management by looking at reports following purchasing the product line. Carrying a product or service line that customers will never purchase would not make great business feeling.

Further, managers involved in a company’s ideal planning process should search for the knowledge and support of information technology professionals as well to determine the role information technology will play in developing and implementing the company short term and long term strategic initiatives. I . t systems is definitely an essential element in business operations such as application, customer support procedures, and ecommerce transactions (Textbook, pp. 8-9). For example , as being a Retail Revenue Manager for Chemical Financial institution, information technology staff work collaboratively with me and other teams we all develop new initiatives and projects to support the company’s strategic plans.

Recently, the company embarked on a objective to increase the skills and products of the current customers at penetration price of 70%. A administrator is desired the support IT?nternet site created training of my staff to offer the goal and to develop the reporting of information to monitor progress toward the objective. Without a powerful product line and customer service centers to meet the needs from the customers, banks are not rewarding or competitive. Information technology allows financial institutions stay in tune together with the customer’s requires, wants and pulse of the industry.

Problem 2 .

How does the use of the Internet, intranets, and extranets by businesses today support their organization processes activities?

The Internet, intranets, extranets, and the systems that support theapplications possess changed the business enterprise processes, the productivity and communication of employees, and helped companies participate in a worldwide marketplace. As a starting place, it can imperative to evaluate how the Internet, intranets and extranets include revolutionized the job environment and productive of the employees traveling businesses. Workers now ability to work practically and collaborating with different function groups or perhaps teams coming from across the firm via email-based, videoconferencing, e-discussion groups without geographic boundaries.

By utilizing intranets (networks inside the company or enterprise), employees can support business applications via anywhere they have access or perhaps connectivity to the intranet. For example , employees in the financial institution My spouse and i am employed, Chemical Lender, can get loan papers needed to close a loan to get customer immediately from a cue on their desktop instead of waiting for a great inter-office mail delivery through the loan section. All 142 branches possess equal gain access to in real time intended for loan documents. Obviously, the faster process of delivering loan file supports the bank’s profitability by getting the loans within the book more rapidly as well as featuring better customer service because there is fewer wait moment for the customer. Additionally , employee work more efficiently and the exchange of ideas runs better by using the intranet for inner projects as well as the extranet intended for interfacing and exchange of ideas with customers.

The extranet (the network or enterprise between business plus the customers/vendors) offers the business plus the employees the infrastructure to aid business applications vital to numerous companies as well as the ability to work together among workgroups. (Textbook, p. 12) Further more, the Internet features benefits and supports businesses today by establishing a medium pertaining to the exchange of not only ideas although also goods and services. E-Commerce can be defined by the book since “the obtaining, selling, advertising, and servicing of products, solutions, and information over a various computer networks. (Textbook, g. 13) Businesses utilize the Internet in every stage of the method involved in offering a service or perhaps good. Businesses advertise and market the goods and companies on the Net to promote the brand loyalty. In addition , the ability to purchase goods on line and produce payments enhances the sales and profitability of companies.

For example , Kohl’s department shops now have kiosks placed in their very own stores. Clients who are unable to find a size of a particular item or merchandise that is no longer instock at one location utilizes the kiosk for support. The kiosk is an online based offering system that allows customers to buy items utilizing their Kohl’s demand with all appropriate discounts and the item will be sent to the customer’s home within a very short period of your time. In years prior, consumers would make an effort to locate a sales representative would you contact another store to find the item wanted which could take up to 20 or so minutes.

Then, the option has to the customer to get the item for another store that has it or have the item delivered to an area store demanding another trip by the buyer. The process was cumbersome and didn’t provide the customer with an exception customer service experience. The kiosk on the other hand provides instant service and creates consumer loyalty.

Finally, the market study and info that the Net provides support a company completely from product development and development to the standard of service staying delivered by the employees around the front collection. All of which is essential to businesses in making bureaucratic decisions and deciding organization processes. For instance , financial institutions such as Chemical Financial institution are employing marketing firms to perform Internet exploration to determine the manufacturer loyalty of banking goods or doing online surveys to capture data about the

customer’s knowledge in the branch as well as what products happen to be missing in the bank’s current suite of products. Businesses can know how a large number of “clicks online to the responses about the business’ assistance by monitoring Facebook and Twitter.

some. Why carry out big companies still fail inside their use of i . t? What if he or she be performing differently?

Major brands still fail in their make use of information technology since they do not the actual right strategies to apply this technology to work effectively. Efficiency and effectiveness are definitely the keys to a successful company. Companies must be aware of the implications and abilities of f their very own information technology and the way to apply it for their daily businesspractices. They must end up being knowledgable and remain aware about the latest enhancements in the technological machineries as well as its capabilities as well as it is business applications. Many large companies don’t understand the potential of the technology their very own current possess that contributes to them certainly not seeing the worth in the information technology because they are only measuring the data in terms of accuracy when they actually should be looking at effectiveness in supporting the organization’s buiness processes.

Managing of large businesses fail to employ information technology mainly because they don’t know how it enhances the organizational structure and culture with the company and it’s really potential to maximize customers and business benefit of the organization. Management has to play the biggest role inside the change and take decisions accordingly to aid business and customer. Another important characteristic for big companies to never fail and do differently is usually to offer proper training for staff on the new technologies, in order to work these people in the ideal way to supply the right services. For example , Cassie Barretta, vp and CIO of Con-Way, Inc. could benefit her cooperation from your changes she gets made in adopting Agile creation practices.

Her actions have got benefited the business as well as her employees, especially the IT department. There was a fraction of the time to develop tasks and the communication with IT as they worked with each other and identified priorities. “I made the case for difference in IT by simply explaining how the business will benefit whenever we delivered the best priority features faster. We also retained reiterating the fact that was in it for them- and there was a lot (Textbook p19)

When companies’ presidents take change in consideration to profit the company, consequently , they profited the company, employees and the customers.

5. How can a manager illustrate that he or she can be described as responsible end user of information devices? Give a number of examples.

Managers have to be accountable end user with the information program. They have to be accountable for most aspects of corporation and take those right decisions at the most fortunate time to promote the company and its employees.

Managers will have to be in charge and work extensively with the employees on the info system to make sure to deliver some great benefits of the system. Whilst doing so, managers have to protect the system and use ways to protect this through accounts for example to forbid the access to hypersensitive information. Also, if administrator are working coming from computers not really based in the company, there will be a fantastic chance of malware and unsolicited mail that will place the information program in danger. Consequently , securing the work on the IS is a great offer before choosing action or perhaps creating any change.

Managers will have to screen the work with their employees as well as the affectivity with their jobs within the system they are working on. When a manager is aware of their obligations and the duties that are being made for an effective business then there will not really be a difficulty delivering these types of liabilities throughout the information program.

Being customers, managers will have to identify faults and faults that occur and not more than look these people. When these strategies are being used, it makes the job easy on the two manager and employees as they work cooperatively and the protection of the info system will never be likely sacrificed.

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