Management Case study Essay

Case Study1. How do entropy technologies contribute to the byplay success of the companies depicted in the case? turn in an example from each association explaining how the engine room implemented let to alteration performance. instruction technologies atomic number 18 exacting to worryes and organizations that want to be successful. In this case, there were three companies that demonst rambled how schooling technologies sustained their trade. The first comp all was eCourier. eCourier delivers packages around capital of the United Kingdom and wanted to keep real-time tabs on client blessedness(Text phonograph record, pg 5). eCourier employ See wherefore softwargon package to help give them guest info faster. This software allowed eCourier to witness when nodes accounts were going dormant or if there were changes in the bookings. With this new data, eCourier saved m peerlessy by non having to add senseless module to observe who was happy with aid and who wa s non.The second corporation was C subjectcom. Cablecom was withal interested guest satisf movement. They purposed statistical software to look finished customer data and filter out trouble. They withal found that use field research in combination with statistical software gave a more accurate look at customer satisfaction or dissatisfaction. These two entropy technologies allowed Cablecom to see which customers were unhappy and helped them retain those customers. Finally, the third company was a truth solid called Bryan Cave. Bryan Cave needed an alternative to the periodic fee normally charged by faithfulness stanchs. Clients wanted unconquerable pricing and pricing that was adjusted during a project (Textbook, pg 6).The law firm had spreadsheets to help breakdown the collection of fees and how much profit was being halt but these spreadsheets were difficult and conf apply. The company used billet intelligent tools to help lawyers track budgets in real time so t hat they could quickly make adjustments(Textbook, pg. 6). The use of this technology led to improved profitableness for the law firm and also improvement in hours micturateed by fee earners in the law firm.2. In the case of law firm Bryan Cave discussed above, the use of BI technology to improve the availability, retrieve, and presentation of existinginformation allowed them to fork up tailor-made and advanced(a) function to their customers. What early(a) professions could welfare from a similar use of these technologies, and how? Develop two different possibilities. Many professions corporation use business cognizance tools just like in the case of Bryan Cave law firm. The banking indus separate out bath use BI tools to stay competitive. With competition record and increasing due regulatory legislation surrounding pecuniary institutions, it is imperative that financial institutions monitor customers behaviors related to consumption of banking products in an effort to r etain the customers.Business learning tools are being unquestionable and marketed to banks to help monitor, analyze accounts, and date customer profitability. This type of business intelligence tool would help the banks market to current customers found on their appetency to purchase products based on transaction behavior and other products the customers shortly utilise. Additionally, a business intelligience tool that performs an analysis of the current fee expression charged for existing products in relation to the competition in the food market would help the bank mildew if their pricing structure is competitive and in line with the competition. This technology would also help financial institutions identify which customers are profitable and whether or not fees should be outgrowthd or reduced. Currently, chemic Bank has implemented a business intelligience tool that commerical lenders go forth utilize by cross rreferencing their loan portfolio and any prospect against to qualify the profitability of the customer in relation to the companys return on equity. The business intelligience tool will help the commerical lenders determined if the loan rate is in line given certain parameters such as the market, financial statements, and the customers business plan. Additionally, the tool will help determine if packaging a suite of products would benefit the customer if more products and inspection and repair of processs of the bank were utilized. Finally, chemical substance Bank is investigating an innovative business intelligence tool called data cube is being mete outed for implementation. The data cubes would be actual from different reports for regional gross sales charabancs allowing them to manipulate the data to be more effective strategical planning and determining staffing solutions.BS&A softwarecompany could benefit from business intelligence tools. BS& A provides tax income software and assessing software to umpteen Michigan townsh ips and cities. Each platform communicates with any of the other BS& A platforms. From in-person experience it is a fantastic program. To help retain current clients BS& A could use stack research to see what needs to be enhanced for each client or what needs to be simplified for each client. This would allow the company to and then tailor its software to fit each customers needs. At the township I work, we needed a guidance to pull in assent razz payments into our tax program from BS & A. The only payments evaluate in the software were checks and cash.By filling out the batch and send it back via internet I was immediately contacted and the program writers made the indispensable changes that allowed me to enter when a client of the township paid with a credit card. I was very well(p)-provided with the results and BS & A retained my township as one of their clients.Case Study 3Cablecom developed a prediction model to breach identify those customers at risk of permutati on to other company in the near future. In addition to those historied in the case, what other actions could be teachn if that information were available? declare some examples of these. Would you consider letting some customers leave anyway? Why?Cablecom used two softwares, SPSSs statistical software and SPSSs Dimensions survey research software, to study customer dissatisfaction.SPSSs statistical software tells1. How many times job occurred2. How long does it took to fix the problemDrawbacks of this software This whitethorn or may not tell what the problem was. SPSSs Dimensions survey research software tells1. After how many months of ser valetudinarianism customers gets dissatisfied- 9 months 2. When customers bewilder most- between 12-14 monthsDrawback why to wait till 7-9 months to find the problem?Actions to counter switchingFind the problem, fix the problem Send monthly satisfaction surveys to find the problem areas. If people are not responding very thoroughly then ad d some incentives to it like lucky prizes from the drawings of responders. Be proactive1. Keep customers engaged by prroviding some money saving tips to customers with their monthly bill. Some2.examples of tips that may improve customer retention are family plans eitherwhere individual plans that would allow for a cost savings Explain the benefit of texting if its cheaper than qualification phone calls explain the benefits of bundled plans oer individual plans for phone, pedigree and TV tips to increase the life of the products that Cablecom provides.Newsletters about new products and services, explaining how these are useful to customers and how they are better than competition. Brining a value added benefit to customers on a monthly or quarterly basis will create an similitude for the services a company provides.I will not consider letting some customers leave anyway, unless those are financially unsustainable on long-run basis. in that respect are different reasons for thi s1.2.3.4.5.If customer is there then handicraft is available.It takes lots of advertising resources to get one customer.One satisfied customer brings more customers by phrase of mouth. One unsatisfied customer duologue bad about company more loudly than a satisfiedcustomer talks good about company.Your opponent is getting your business. scruple 9.In what major ways exhaust the subprograms of information organizations applications in business expanded during the give way 40 geezerhood? What is one major change you think will happen in the next 10 years? The roles of information systems applications in business evolved in following order during the last 40 years Technical changes or Data Processing Until 1960 information systems was used for transactions, processing, record keeping, accounting.Managerial changes (1960s to 80s)1. Management reporting (1960s) MIS helped in reservation managerial findings from pre defined managerial 2.reports.Decision Support musical arrangeme nt (1970s) Introduced to help management make stopping points from the available raw data using unique inputs and style.Corporate Activities (1980s to 2000s)1. Strategic end user nutrition (1980s) This includes end user computing, executive information for critical 2.3.decisions, use of near intelligence for strategy building, expert systems for providing knowledge to end user and strategic information on how to place products and services in competitive world. endeavor Resource Planning (2000s) It includes every aspect of business ranging frommanufacturing, supply, sales, HR, Inventory management, market etc. This also uses business Intelligence for better insight into competitor activities.Enterprise beyond vendors and customers or global Networking (1990s) Introduction of e-commerce, ebusiness, development of internet, intranet and extranet.In future 10 years, speed and integrity of Information system will be crucial. This includes solving the problem of ethics in business, storage of personal information and data, missing or incorrect information. Some examples of thealtercates include insider business in stock market, corruption in news corporations, credit card and insurance companies.P.S. I am having a hard time in fixing bullets and numbering on this page editor. It inserts numbers automatically when not needed and does not accepts bullets when needed. So proper formatting is a challenge unless I type on this page. Any suggestions or ideas to fix this problem are welcome. Gubir, I had the same problem with formatting so related to indenting. Insead of typing this editor, I have been typing in a Microsoft word schedule, to copy and paste the text over. It allows me to do a better bewitchment and grammar check as well. Lisa Question 1How can information technology validate a companys business processes and decision reservation and give it a competitive advantage? concede examples to illustrate your answer. As stated in the textbook, informatio n technology can help gage all types of business by improving efficiency and intensity level of businesses processes and decision making (Textbook, p.4). Incorporating information technology earliest in the decision making process and working collaboratively with the different business units will provide opportunities to inflect a companys competitive position by creating innovative solutions to deliver in the marketplace.Additionally, its imperative to involve information railroad engineer specialists or strategists(depending on the title designated by companies) at the very early stages of decision making processes. Understanding the role of IT in the managerial decision making process will help the manager make better decisions that provide a competitive edge. For example, a manager of retail chime in deciding which product line to add to a caudex may analyze computer generated reports to support his or her decision as the polish is to remain profitable and have an edge ov er the local competitor. The manager would demonstrate poor decision making and leadership by reviewing reports later on purchasing the product line. Carrying a product line that customers will not purchase does not make good business sense.Further, managers involved in a companys strategic planning process should desire the knowledge and support of information technology specialists as well to determine the role information technology will play in ontogeny and implementing the company short term and long term strategic initiatives. Information technology systems can be an essential ingredient in business processes such as product development, customer support processes, and ecommerce transactions (Textbook, pp. 8-9). For example, as a Retail Sales Manager for Chemical Bank, information technology representatives work collaboratively with me and other teams we develop new initiatives and projects to support the companys strategic plans.Most recently, the company embarked on a mis sion to increase the services and products of the current customers at penetration rate of 70%. A manager is sought the support IT as I created training of my staff to achieve the goal and also to develop the reporting of data to monitor progress toward the goal. Without a robust product line and customer service centers to meet the needs of the customers, financial institutions are not profitable or competitive. Information technology helps financial institutions stay in tune with the customers needs, wants and pulse of the industry.Question 2.How does the use of the Internet, intranets, and extranets by companies today support their business processes activities?The Internet, intranets, extranets, and the technologies that support theapplications have changed the business processes, the productivity and communication of employees, and helped companies get into in a global marketplace. As a starting place, its imperative to evaluate how the Internet, intranets and extranets have r evolutionized the work environment and productive of the employees control businesses. Employees now ability to work virtually and collaborating with different work groups or teams from across the company via e-mail, videoconferencing, e-discussion groups without geographic barriers.By utilizing intranets (networks indoors the company or enterprise), employees can support business applications from anywhere they have access or connectivity to an intranet. For example, employees at the financial institution I am employed, Chemical Bank, can access loan documents needed to close a loan for customer instantly from a cue on their desktop instead of postponement for an inter-office mail delivery from the loan department. All 142 branches have equal access in real time for loan documentation. Obviously, the speedier process of delivering loan document supports the banks profitability by getting the loans on the book quicker as well as providing better customer service because there is less wait time for the customer. Additionally, employee work more expeditiously and the exchange of ideas flows better with the use of the intranet for internal projects and the extranet for interfacing and exchange of ideas with customers.The extranet (the network or enterprise between the business and the customers/vendors) provides for the business and the employees the infrastructure to support business applications vital to many companies and the ability to collaborate among workgroups. (Textbook, p.12) Further, the Internet has benefits and supports businesses today by establishing a medium for the exchange of not only ideas but also goods and services. E-Commerce is defined by the book as the buying, selling, marketing, and servicing of products, services, and information over a variety of computer networks. (Textbook, p. 13) Businesses utilize the Internet in every step of the process involved in selling a service or good. Businesses advertise and market the goods and servic es on the Internet to get along the brand loyalty. Additionally, the ability to purchase goods on line and make payments increases the sales and profitability of companies.For example, Kohls department transshipment centers now have kiosks placed in their stores. Customers who cannot find a size of a particular souvenir or merchandise that is no longer instock at one location utilizes the kiosk for service. The kiosk is an internet based selling system that allows customers to purchase items using their Kohls charge with all applicable discounts and the item will be sent to the customers home within a very short period of time. In years prior, customers would try to locate a sales representative who would contact some other store to locate the item wanted which could take up to twenty minutes.Then, the extract is given to the customer to pick up the item at another store that has it or have the merchandise delivered to a local store requiring another trip by the customer. The p rocess was cumbersome and didnt provide the customer with an exception customer service experience. The kiosk on the other hand provides instant service and creates customer loyalty.Finally, the market research and data that the Internet provides can support a company all the way from product development and innovation to the level of service being delivered by the employees on the front line. All of which is very important to businesses in making managerial decisions and deciding business processes. For example, financial institutions such as Chemical Bank are employing marketing firms to conduct Internet research to determine the brand loyalty of banking products or conducting online surveys to capture data about thecustomers experience in the branch as well as what products are missing from the banks current suite of products. Businesses can know how many clicks on their website to the feedback about the business service by monitoring Facebook and Twitter.4. Why do big companies mute fail in their use of information technology? What should they be doing differently?Big companies still fail in their use of information technology because they do not follow the skilful strategies to apply this technology to work effectively. Efficiency and effectiveness are the keys to a successful company. Companies have to be aware of the implications and abilities of f their information technology and how to apply it to their daily businesspractices. They must be knowledgable and remain aware of the latest innovations in the technological machineries as well as its functions as well as its business applications. Many erect companies do not realize the potential of the technology their current give that contributes to them not seeing the value in the information technology because they are only measuring the information in terms of effeciency when they actually should be looking at effectiveness in supporting the organizations buiness processes.Management of large compa nies fail to use information technology because they go intot realize how it enhances the organizational structure and culture of the company and its potential to increase customers and business value of the organization. Management has to play the biggest role in the change and take decisions accordingly to assist business and customer. some other important characteristic for big companies not to fail and do differently is to offer proper training for employees on the new technologies, to be able to work them in the appropriate way to deliver the right services. For example, Jackie Barretta, vice president and CIO of Con-Way, Inc. was able to benefit her cooperation from the changes she has made in adopting Agile development practices.Her actions have benefited the business as well as her employees, especially the IT department. There was less time to develop projects and a greater communication with IT as they worked jointly and determined priorities. I made the case for change in IT by explaining how the business would benefit if we delivered the highest priority functionality faster. I also unplowed reiterating what was in it for them- and there was a lot (Textbook p19)When companies presidents take change in consideration to benefit the company, therefore, they profited the company, the employees and the customers.5. How can a manager demonstrate that he or she is a responsible end user of information systems? Give several examples.Managers have to be responsible end user of the information system. They have to be accountable for all aspects of corporation and take the right decisions at the right time to promote the business and its employees.Managers will have to be in charge and work thoroughly with the employees on the information system to make sure to deliver the benefits of the system. While doing so, managers have to cover the system and use ways to protect it through with(predicate) passwords for example to rule out the access to sensitive i nformation. Also, if manager are working from computers not based in the company, there will be a great circumstances of viruses and spam that will put the information system in danger. Therefore, securing the work on the IS is a great deal before taking action or creating any change.Managers will have to monitor the work of their employees as well as the affectivity of their jobs on the system they are working on. When a manager knows of their duties and the responsibilities that are to be made for an efficient business then there will not be a problem delivering these liabilities through the information system.Being end users, managers will have to identify flaws and mistakes that take place and not over look them. When these strategies are used, it makes the job aristocratic on both manager and employees as they work cooperatively and the warranter of the information system will not be likely jeopardized.