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TUGAS SIM. M.DAFIQ ZAIDAN (1401160146) MB-40-11

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p dir=”ltr”>Nama : M. Dafiq Zaidan
NIM : 1401160146
Kelas : MB-40-11
Tanggal : 29 Maret 2017

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p dir=”ltr”>Ubiquity : Dalam E-Commerce, ubiquity adalah salah satu keunikan dalam menjalankan bisnis ini, karna bisnis ini menggunakan internet dan web. Disini, kita dapat berjualan dimana saja dan kapan saja, sehingga lebih nyaman dalam menjalankan bisnis ini.
Global Reach : E-Commerce ini juga sudah mendunia, karna produk yang di jual melalui internet, dan terbuka untuk seluruh wilayah, sehingga memungkinkan terjadinya perdagangan baik itu Ekspor maupun Impor.
Interaktif : Dan dalam ke interaktifan, terjadinya komunikasi antara penjual dan pembeli.
Richness : Kekayaan informasi, dalam hal ini sangat banyak informasi dan fitur yang dapat digunakan untuk melakukan penjualan, demi menarik di mata pelanggan.
Kepadatan Informasi : Maksudnya informasi yang kita inginkan, sangat detail. Contohnya, jika kita ingin membeli jam tangan, kita bisa mencari toko hingga merek jam dengan detail.

Individual Assignment (Nadya Shafirah/1401164232)

Nadya Shafirah
MB-40-INT-3
1401164232

Mid-Exam Test

  1. Major objectives using information systems in business

a. Operational excellence

Walmart’s Retail Link system links suppliers to stores for superior replenishment system

b. New products, services, and business models

Apple’s iPad, Google’s Android OS, and Netflix

c. Customer and supplier intimacy

High-end hotels that use computers to track customer preferences and used to monitor and customize environment

d. Improved decision making

Verizon’s Web-based digital dashboard to provide managers with real-time data on customer complaints, network performance, line outages, and so on

e. Competitive advantage

· Delivering better performance

· Charging less for superior products

· Responding to customers and suppliers in real time

Examples: Apple, Walmart, UPS

f. Survival

Information technologies as necessity of business

Example: Citibank’s introduction of ATMs

  1. Characteristics of Decision Support System and Management Information System

a. Decision Support System

· Facilitation

DSS facilitate and support specific decision-making activities and/or decision processes.

· Interaction

DSS are computer-based systems designed for interactive use by decision makers or staff users who control the sequence of interaction and the operations performed.

· Ancillary

DSS can support decision makers at any level in an organization. They are NOT intended to replace decision makers.

· Repeated Use

DSS are intended for repeated use. A specific DSS may be used routinely or used as needed for ad hoc decision support tasks.

· Task-oriented

DSS provide specific capabilities that support one or more tasks related to decision-making, including: intelligence and data analysis; identification and design of alternatives; choice among alternatives; and decision implementation.

· Identifiable

DSS may be independent systems that collect or replicate data from other information systems OR subsystems of a larger, more integrated information system.

· Decision Impact

DSS are intended to improve the accuracy, timeliness, quality and overall effectiveness of a specific decision or a set of related decisions.

b. Management Information System

· It supports transaction handling and record keeping.

· It is also called as integrated database Management System which supports in major functional areas.

· It provides operational, tactical, and strategic level managers with east access to timely but, for the most, structured information.

· It supports decision –making function which is a vital role of MIS.

· It is flexible which is needed to adapt to the changing needs of the organization.

· It promotes security system by providing only access to authorized users.

· MIS not only provides statistical and data analysis but also works on the basis on MBO (management by objectives). MIS is successfully used for measuring performance and making necessary change in the organizational plans and procedures. It helps to build relevant and measurable objectives, monitor results, and send alerts.

· Coordination: MIS provides integrated information so that all the departments are aware of the problem and requirements of the other departments. This helps in equal interaction of the different centers and connects decision centers of the organization.

· Duplication of data is reduced since data is stored in the central part and same data can be used by all the related departments.

· MIS eliminates redundant data.

· It helps in maintaining consistency of data. It is divided into subsystems. Handlings with small systems are much easier than an entire system. This helps in giving easy access of data, accuracy and better information production.

· MIS assembles, process, stores, Retrieves, evaluates and disseminates the information.

  1. Name and example of five primary activities from value chain model

1) Inbound logistics – These are all the processes related to receiving, storing, and distributing inputs internally. Your supplier relationships are a key factor in creating value here.

2) Operations – These are the transformation activities that change inputs into outputs that are sold to customers. Here, your operational systems create value.

3) Outbound logistics – These activities deliver your product or service to your customer. These are things like collection, storage, and distribution systems, and they may be internal or external to your organization.

4) Marketing and sales – These are the processes you use to persuade clients to purchase from you instead of your competitors. The benefits you offer, and how well you communicate them, are sources of value here.

5) Service – These are the activities related to maintaining the value of your product or service to your customers, once it’s been purchased.

  1. Five steps in ethical analysis

1) Identify and describe clearly the facts. Find out who did what to whom, and where, when, andhow. In many instances, you will be surprised at the errors in the initially reported facts, andoften you will find that simply getting the facts straight helps define the solution. It also helps toget the opposing parties involved in an ethical dilemma to agree on the facts.

2) Define the conflict or dilemma and identify the higher-order values involved. Ethical, social,and political issues always reference higher values. The parties to a dispute all claim to bepursuing higher values (e.g., freedom, privacy, protection of property, and the free enterprisesystem). Typically, an ethical issue involves a dilemma: two diametrically opposed courses ofaction that support worthwhile values. For example, the chapter-ending case study illustrates twocompeting values: the need to improve health care record keeping and the need to protectindividual privacy.

3) Identify the stakeholders. Every ethical, social, and political issue has stakeholders: players inthe game who have an interest in the outcome, who have invested in the situation, and usuallywho have vocal opinions. Find out the identity of these groups and what they want. This will beuseful later when designing a solution.

4) Identify the options that you can reasonably take. You may find that none of the options satisfyall the interests involved, but that some options do a better job than others. Sometimes arriving ata good or ethical solution may not always be a balancing of consequences to stakeholders.

5) Identify the potential consequences of your options. Some options may be ethically correct butdisastrous from other points of view. Other options may work in one instance but not in othersimilar instances. Always ask yourself, “What if I choose this option consistently over time?”

  1. Explain what is Storage Area Network (SAN)

SAN is a high-speed network of storage devices that also connects those storage devices with servers. It provides block-level storage that can be accessed by the applications running on any networked servers. SAN storage devices can include tape libraries and disk-based devices, like RAID hardware.

The main functions of a storage area network (SAN) includes the following:

· A high-speed network of storage devices.

· Connects the storage devices with servers.

· Can be accessed by applications on networked servers.

· Particularly helpful in backup and disaster recovery.

· Uses networking protocols to span longer distances geographically.

· SAN can also simplify some management tasks.

· Offers flexibility, availability and performance.

  1. Define Database Management and how it solve the problem of traditional five environment

Database management has become more important as the volume of business data has grown. Rapid data growth creates a wide variety of negative conditions, including poor application performance and compliance risk, to name a few. Database management comprises a number of proactive techniques to prevent the deleterious effects of data growth.

Database management does not have one objective. There are many, including performance, storage optimization, efficiency, security, and privacy. By controlling data throughout its entire lifecycle, from creation through retirement, organizations can prevent events that degrade efficiency and revenue and boost data integration for greater business intelligence.

  1. What is the meaning of convergence in Networking and Communication Trends

Telephone networks and computer networks converging into single digital network using Internet standards.

  1. How do CRM help firms achieve customer intimacy

a) Capture and integrate customer data from all over the organization

b) Consolidate and analyze customer data

c) Distribute customer information to various systems and customer touch points across enterprise

d) Provide single enterprise view of customers

Additional Questions

  1. IT organization revolution, from call center to profit center

Historically, the contact center has been viewed as a cost center. Contact center agents, weary from dealing with angry customers, were often left to fend for themselves with insufficient data and inadequate technology. Long wait times and customer frustration became all-too-familiar punch lines to jokes. Companies turned to automation as a way to reduce operational costs and human interaction, but this did little to improve outcomes for the customer.

Today, organizations are realizing that the contact center plays an important role in delivering the best possible customer experience. Today’s empowered customer won’t stand for the shortcomings of yesterday’s contact center. According to research from Zogby Analytics, 16 percent of consumers share negative customer experiences with others, and 13 percent say such an experience would prevent them from doing business with a company in the future.

At the same time, if a customer receives a quick, effective solution to their problem, the contact center can boost customer loyalty and goodwill. The Zogby study revealed that 31 percent of customers will give a company positive feedback and 14 percent will share their positive experience with others.

As a result, the contact center is now being viewed less as a cost center and more as a profit center capable of enhancing both the customer experience and the organization’s bottom line. However, your technology and processes must be aligned with customer needs and capable of meeting high expectations, which have increased dramatically in recent years.

What do customers expect from your contact center?

· Customers expect to receive service on the channel of their choosing, whether it’s phone, email, text, instant messaging or social media.

· Customers expect a consistent, high-quality experience across all customer service channels.

· Customers expect to deal with the right person right away instead of being passed along from person to person.

· Customers expect an instant response and fast resolution to their problems.

· Customers expect to move forward, not backwards. In other words, they don’t want to be asked the same questions twice.

The ability to gather, store and analyze data, and deliver this data to contact center agents in real time, is critical to delivering the kind of customer service that people expect from your contact center. Agents also need streamlined access to the various customer service channels. In the next post, we’ll discuss how the contact center is evolving to meet customer expectations, and the business value of an effective contact center.

  1. Find out about KPI (Key Performance Indicators)

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets. High-level KPIs may focus on the overall performance of the enterprise, while low-level KPIs may focus on processes in departments such as sales, marketing or a call center.

  1. Find out about Sarbanes-Oaxley Act
    Imposes responsibility on companies and their management to safeguard the accuracy and integrity of financial information that is used internally and released externally

22 March, 2017 12:59

Name : Ni Putu Dewita Sari
NIM:1401160292
CLASS: MB-40-NT-3

*midexam
1) 6 major objective is Product Development,Stakeholder Integration, Process Improvement,Cost Efficiencies, Competitive Advantage,Globalization
2) the major characteristics of DSS?
Alter (1980) identified three major characteristics of DSS:
1. DSS are designed specifically to facilitate decision processes,
2. DSS should support rather than automate decision making, and
3. DSS should be able to respond quickly to the changing needs of decision makers.
3)Inbound Logistics, Operations, Outbound Logistics, Marketing and Sales, and Service are categorized as primary activities of value chain model
4)1. Identify and describe the facts clearly
2. Define the conflict or dilemma and identify the higher-ordervalues involved
3. Identify the stakeholders
4. Identify the options that you can reasonably take
5. Identify the potential consequences of your options
5)A storage-area network is typically assembled using three principle components: cabling, host bus adapters (HBAs) and switches. Each switch and storage system on the SAN must be interconnected and the physical interconnections must support bandwidth levels that can adequately handle peak data activities.
6)how a DBMS Solves the Problems of the Traditional File Environment
-Reduces data redundancy and inconsistency by minimizing isolated files
-It can’t eliminate data redundancy as a whole, but can help control it-It uncouples data and programs, enabling data to stand up on their own
-Access and availability of information increases
-Program development and maintenance costs decreases
-Users and programmers can perform and hoc queries of data in the database
-Enables the organization to centrally manage: the data, their use, and security throughthe use of a data dictionary
7)Network convergence is the efficient coexistence of telephone, video and data communication within a single network. The use of multiple communication modes in a single network offers convenience and flexibility not possible with separate infrastructures. Network convergence is also called media convergence n response to consumer demand, convergence has been evolving on the Internet ever since its inception. Nowadays, texting, Web surfing, VoIP (voice over IP), streaming media, videoconference applications, online gaming and e-commerce are all extensively engaged in by consumers, businesses, educational institutions and government agencies. All users demand high quality of service (QoS), quality of experience (QoE or QoX), robustness, moderate cost, standards compatibility, ease of modification and upgrading, security, privacy and freedom from malware.
8)Customer relationship management (CRM) systems integrate and automate customer-facing processes in sales, marketing, and custiomer service, providing an enterprise- wide view of customers. Companies can use this customer knowledge when they interact with customers to provide them with better service or to sell new products and services. These systems also identify profitable or nonprofitable customers or opportunities to reduce the churn rate.The major customer relationship management software packages provide capabilities for both operational CRM and analytical CRM. They often include modules for managing relationships with selling partners (partner relationship management) and for employee relationship management.

  • IT organization evolution
    Call centers have evolved dramatically in the past 10-15 years from the traditional stigma of a “sweat shop” room full of people on the phone. The call center is more appropriately now called “contact center” due to the many different communication channels now handled by those teams. These specialized teams now interact with customers via email, web or mobile forms, and instant chat. Even social media interactions like a Facebook post or a tweet are now routed to a contact center agent for proper handling.

Many organizations have embraced sophisticated CRM (customer relationship management), voice of the customer, and customer experience strategies where the customer becomes the central focus of the organization. Since the contact center is the face of the organization to the customer, they now serve as the strategic central hub for marketing, branding, and customer engagement.
* what is kpi
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations useKPIs to evaluate their success at reaching targets

*what is SOX?
also known as the “Public Company Accounting Reform and Investor Protection Act” (in the Senate) and “Corporate and Auditing Accountability and Responsibility Act” (in the House) and more commonly called Sarbanes–Oxley, Sarbox or SOX, is a United States federal law that set new or expanded requirements for all U.S. public company boards, management and public accounting firms. There are also a number of provisions of the Act that also apply to privately held companies, for example the willful destruction of evidence to impede a Federal investigation.

Kania Alma Tiara ( 1401164511) MB-40-INT-3

Kania Alma Tiara

1401164511
MB-40-INT-3

  1. Other five major of strategic business objectives except operational excellence

a. New products, services, and business models
e.g. Apple’s Macbookpro Touchbar 2016

b. Customer and supplier intimacy

e.g. Mujigae Korean restaurant use apple iPad for their customers who order the menu and check the billing.

c. Improved decision making

e.g. Traveloka application based on digital where they doing all the services at the real time, so customers will complains and they received and response at that time.

d. Competitive advantage

e.g. Apple company with Samsung

e. Survival
e.g. Telkomsel introducing the T-Cash

  1. DSS :

a. Support for decision-makers in semi-structured and unstructured problems.

b. Support for managers at various managerial levels, ranging from top executive to line managers.

c. Support for individuals and groups. Less structured problems often requires the involvement of several individuals from different departments and organization level.

d. Support for interdependent or sequential decisions.

e. Support for intelligence, design, choice, and implementation.

f. Support for variety of decision processes and styles.

g. DSSs are adaptive over time.

MIS:

a. Management oriented

b. Management directed

c. Intergrated

  1. Suppliers : Supply the product
    Firm: Company that distribute to people who will join to be reseller
    Distributors: Reseller, or someone that we called as retail
    Customers: someone who buy the product

  2. Five steps ethical analysis

a) Identify and clearly describe the facts.

b) Define the conflict or dilemma and identify the higher-order values involved.

c) Identify the stakeholders.

d) Identify the options that you can reasonably take.

e) Identify the potential consequences of your options.

  1. SAN : A storage area network is a network which provides access to consolidated, block level data storage.

  2. DBMS

a) Interfaces between applications and physical data files

b) Separates logical and physical views of data

c) Solves problems of traditional file environment

d) Controls redundancy

e) Eliminates inconsistency

f) Uncouples programs and data

g) Enables organization to central manage data and data security

Operations of a Relational DBMS

Three basic operations used to develop useful sets of data

SELECT: Creates subset of data of all records that meet stated criteria

JOIN: Combines relational tables to provide user with more information than available in individual tables

PROJECT: Creates subset of columns in table, creating tables with only the information specified

  1. Network convergence is the efficient coexistence of telephone, video and data communication within a single network. The use of multiple communication modes in a single network offers convenience and flexibility not possible with separate infrastructures. Network convergence is also called media convergence.

In response to consumer demand, convergence has been evolving on the Internet ever since its inception. Nowadays, texting, Web surfing, VoIP (voice over IP), streaming media, videoconference applications, online gaming and e-commerce are all extensively engaged in by consumers, businesses, educational institutions and government agencies. All users demand high quality of service (QoS), quality of experience (QoE or QoX), robustness, moderate cost, standards compatibility, ease of modification and upgrading, security, privacy and freedom from malware.

@POKE

As network convergence evolves, major challenges confront network developers. Sheer demand for bandwidth is perhaps the most significant. As applications become more sophisticated and users exchange data of increasingly rich content, network resources can become overwhelmed. A key to effective network convergence therefore lies in the design, installation and maintenance of adequate hardware. Another challenge is the fact that the implementation of new technologies is limited by the extent to which investors and taxpayers are willing to support them. Still another key issue is the need for standards that ensure seamless operation with multiple end-user platforms and evolving communications modes. New technologies sometimes bring new types of traffic that place previously unknown demands on network hardware, operating systems, resources and software.

  1. CRM
  2. Improve the data you have

You have data coming in from your sales teams, even if its too much, too fragmented and stored in disparate locations. A CRM system will allow you to manage your data and improve the quality of the data by making it accessible in real-time, connected to a central database, and making it actionable across your company.

  1. Take action on data

A CRM system can help you get the insights you need to take action on your data. For example, which accounts have been neglected? With a CRM system you can set up activities to activate stagnant accounts. Without such insights, your sales teams are left in the dark and opportunities fall through the cracks.

  1. Manage sales team activity

What is your sales team up to? Are they making calls to prospects or existing customers? A sales leader can give teams direction to best meet business goals, all within their CRM system. Doing so will align your salespeople to mission critical tasks.

  1. Grow sales

Yes, CRM systems can help you grow sales…by better managing your sales teams. The key is that activities tracked in your CRM system need to clearly ladder up to the larger goal of increasing sales. If your sales teams is being tracked to increase prospect calls in order to increase territory coverage, it is possible that your CRM system will contribute to increased sales. But if you are tracking unrelated activities in your CRM– such as training or coaching– you may not influence sales.

  1. More informed decision making

CRM systems gather the data that you think is important and that you want to change, enabling you to review that data, and make decisions on it. While it can’t help you make better decisions, it can help you access the data to make more informed decisions. CRM at its most fundamental is a decision-making tool.

Now, here are five ways CRM can’t help.

  1. Manage revenue or pipeline

While your executives want you to increase revenue with your CRM system, what you are really managing are the activities that influence revenue, not the revenue itself. Many companies make the mistake of trying to manage revenue through CRM systems when in fact this is not manageable. If you instead use CRM to manage activities that focus your sales teams, you are on the road to revenue.

  1. Increase customer satisfaction

This is another unmanageable metric for a CRM system. While its possible to create a report for just about anything using a CRM system, reporting on customer satisfaction is out of your control. It involves factors that have involve not only sales outreach, but product features and customer service.

  1. Manage market share

While executives may not like to hear you say that you can’t manage market share in your CRM system, the fact is that a CRM system allows you to focus on metrics like closed deals and territory coverage which will result in increased market share, but you are not managing market share directly in your CRM system.

  1. Increase customer retention

Again, here you can influence customer retention, but you can’t manage and control all facets of this directly. CRM manages the activities around customer engagement, not the customer retention itself. You can’t make customer stay with you obviously, but you can do your part in managing the relationship using your CRM system.

  1. Hit Your Number

Yes, as disappointing as this seems, a CRM system will not help you hit your number. A business meets its goals due to contributions of sales, marketing, PR and other sources. Quarterly goals can’t be managed in a CRM system. What CAN be measured is what your teams are spending their time on to reach that goal.

The question is what do you need to do to influence these big metrics like revenue, customer retention and market share? You need to measure and report on activities that will influence these outcomes.

Rather than feeling that a CRM system is limited, you can feel liberated to focus on what you can control. For example, making more calls and increasing territory coverage. By doing so, you can reverse engineer success to get to the big goals.

IT ORGANIZATION

a large organization, the IT organization may also be charged with strategic planning to ensure that all IT initiatives support business goals. IT organizational structures vary and can be centralized or decentralized depending upon the needs of the company. In a large enterprise, the IT organization is typically managed by a Chief Information Officer (CIO). Smaller IT organizations might report up to an IT director or operations manager.

KPI

KPI software enables businesses to create, manage and analyze data from KPIs . The software allows organisations to enter their data into one specially designed system, or connect external services for faster and more accurate data collection. This type of software allows businesses to visualize and comprehend data from a number of KPIs that represent different areas of a business, all in one place. Companies benefit from KPI software through faster and more accurate data collection, instant reports on performance, and alerts when a KPI is over or under achieving. KPI Software centralizes businesses data, while simplifying real-time reporting to always give them a competitive edge. KPI Software increases data visibility as when it is in the cloud it is mobile.

Types of KPIs

Depending on your industry and the specific department you are interested in tracking, there are a number of KPI types your business will want to monitor. Each department will want to measure success based on specific goals and targets. Take a look at the departmental KPI examples below to learn more about the KPIs you should be measuring:


Sales Metrics & KPIs



Marketing Metrics & KPIs



Financial Metrics & KPIs



Social Media Metrics & KPIs



SEO Metrics & KPIs



DevOps Metrics & KPIs



Help Desk Metrics & KPIs



Insurance Metrics & KPIs



Retail Metrics & KPIs



Supply Chain Metrics & KPIs



Call Center Metrics & KPIs



Healthcare Metrics & KPIs


KPI Reports and Dashboards

To be useful, KPIs need to be monitored and reported on; if they change in real-time, they should be monitored in real-time. Dashboards are the perfect tool for your KPI reports as they can be used to visually depict the performance of an enterprise, a specific department, or a key business operation.

Here are some KPI reports and dashboard examples to demonstrate how you can present key performance indicators to your team:


Executive Dashboard Examples



Sales Dashboard Examples



Marketing Dashboard Examples



Social Media Dashboard Examples



SaaS Dashboard Examples



Business Dashboard Examples



DevOps Dashboard Examples


How to write and develop KPIs

When writing or developing a KPI, you need to consider how that KPI relates to a specific business outcome or objective. KPIs need to be customized to your business situation, and should be developed to help you achieve your goals. Follow these steps when writing a KPI:

  • Write a clear objective for your KPI
  • Share your KPI with stakeholders
  • Review the KPI on a weekly or monthly basis
  • Make sure the KPI is actionable
  • Evolve your KPI to fit the changing needs of the business
  • Check to see that the KPI is attainable
  • Update your KPI objectives as needed

KPI Best Practices

Measuring and monitoring business performance is critical, but focusing on the wrong key performance indicators can be detrimental. So can be poorly structured KPIs, or KPIs that are too difficult, costly to obtain, or to monitor on a regular basis.

So what makes business performance indicators “key” and how should a business owner, executive or manager select them? There are six factors that separate effective, value creating KPIs from detrimental, value diminishing KPIs. The right KPIs for your business should follow these KPI best practices:

  1. Aligned – Make sure the KPIs your are choosing align with the strategic goals and objectives of your organization.
  2. Attainable – The KPIs you choose to measure should have data that can be easily obtained.
  3. Acute – KPIs should keep everyone on the same page and moving in the same direction.
  4. Accurate – The data flowing into the KPI should be reliable and accurate.
  5. Actionable – Does the KPI give you insight into the business that is actionable?
  6. Alive – Your business is always growing and changing. Your KPIs should evolve as well.

SOX

the SarbanesOxley Act of 2002 (SOX) is an act passed by U.S. Congress in 2002 to protect investors from the possibility of fraudulent accounting activities by corporations. The SOX Act mandated strict reforms to improve financial disclosures from corporations and prevent accounting fraud.

An IT control is a procedure or policy that provides a reasonable assurance that the information technology (IT) used by an organization operates as intended, that data is reliable and that the organization is in compliance with applicable laws and regulations.

Syifa Raihana (1401160198) MB-40-INT-3 Assignment MIS

1. Businesses today use information systems to achieve six major objectives including operational excellence. Mention and give example the other five major objectives!

  1. Operational excellence

• Improvement of efficiency to attain higher profitability

• Information systems, technology an important tool in achieving greater efficiency and productivity

• Walmart’s Retail Link system links suppliers to stores for superior replenishment system

– Example: Where customers value cost over choice, which is often the case for mature, commoditized markets where cost leadership provides a vehicle for continued growth. Leaders in the area of operational excellence are strongly centralized, with strong organizational discipline and a standardized, rule-based operation.

  1. New product, service, and business models

• Business model: describes how company produces, delivers, and sells product or service to create wealth

• Information systems and technology a major enabling tool for new products, services, business models

Examples: Apple’s iPad, Google’s Android OS, and Netflix

  1. Customer and supplier intimacy

• Serving customers well leads to customers returning, which raises revenues and profits.

– Example: High-end hotels that use computers to track customer preferences and used to monitor and customize environment

• Intimacy with suppliers allows them to provide vital inputs, which lowers costs.

– Example: JCPenney’s information system which links sales records to contract manufacturer

  1. Improved decision making

– Example: Verizon’s Web-based digital dashboard to provide managers with real-time data on customer complaints, network performance, line outages, and so on

  1. Competitive advantage

• Delivering better performance

• Charging less for superior products

• Responding to customers and suppliers in real time

– Examples: Apple, Walmart, UPS

  1. Survival

• Information technologies as necessity of business

• Industry-level changes

– Example: Citibank’s introduction of ATMs

• Governmental regulations requiring record-keeping

– Examples: Toxic Substances Control Act, Sarbanes-Oxley Act

2. Describe the characteristics of Decision Support System and Management Information System!

DSS:

Facilitation. DSS facilitate and support specific decision-making activities and/or decision processes.

Interaction. DSS are computer-based systems designed for interactive use by decision makers or staff users who control the sequence of interaction and the operations performed.

Ancillary. DSS can support decision makers at any level in an organization. They are NOT intended to replace decision makers.

Repeated Use. DSS are intended for repeated use. A specific DSS may be used routinely or used as needed for ad hoc decision support tasks.

Task-oriented. DSS provide specific capabilities that support one or more tasks related to decision-making, including: intelligence and data analysis; identification and design of alternatives; choice among alternatives; and decision implementation.

Identifiable. DSS may be independent systems that collect or replicate data from other information systems OR subsystems of a larger, more integrated information system.

Decision Impact. DSS are intended to improve the accuracy, timeliness, quality and overall effectiveness of a specific decision or a set of related decisions.

MIS:

Understandable:

Since information is already in a summarized form, it must be understood by the receiver so that he will interpret it correctly. He must be able to decode any abbreviations, shorthand notations or any other acronyms contained in the information.

Relevant:

Information is good only if it is relevant. This means that it should be pertinent and meaningful to the decision maker and should be in his area of responsibility.

Complete:

It should contain all the facts that are necessary for the decision maker to satisfactorily solve the problem at hand using such information. Nothing important should be left out. Although information cannot always be complete, every reasonable effort should be made to obtain it.

Available:

Information may be useless if it is not readily accessible ‘ in the desired form, when it is needed. Advances in technology have made information more accessible today than ever before.

Reliable:

The information should be counted on to be trustworthy. It should be accurate, consistent with facts and verifiable. Inadequate or incorrect information generally leads to decisions of poor quality. For example, sales figures that have not been adjusted for returns and refunds are not reliable.

Concise:

Too much information is a big burden on management and cannot be processed in time and accurately due to “bounded rationality”. Bounded rationality determines the limits of the thinking process which cannot sort out and process large amounts of information. Accordingly, information should be to the point and just enough – no more, no less.

Timely:

Information must be delivered at the right time and the right place to the right person. Premature information can become obsolete or be forgotten by the time it is actually needed.

Similarly, some crucial decisions can be delayed because proper and necessary information is not available in time, resulting in missed opportunities. Accordingly the time gap between collection of data and the presentation of the proper information to the decision maker must be reduced as much as possible.

Cost-effective:

The information is not desirable if the solution is more costly than the problem. The cost of gathering data and processing it into information must be weighed against the benefits derived from using such information.

3. Name and give example five primary activities from the value chain model!

  • Inbound Logistics: arranging the inbound movement of materials, parts, and/or finished inventory from suppliers to manufacturing or assembly plants, warehouses, or retail stores
  • Operations: concerned with managing the process that converts inputs (in the forms of raw materials, labor, and energy) into outputs (in the form of goods and/or services).
  • Outbound Logistics: is the process related to the storage and movement of the final product and the related information flows from the end of the production line to the end user
  • Marketing and Sales: selling a product or service and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.
  • Service: includes all the activities required to keep the product/service working effectively for the buyer after it is sold and delivered.

4. List and describe five steps in ethical analysis!

  1. Identify and clearly describe the facts.

Find out who did what to whom, and where, when, andhow. In many instances, you will be surprised at the errors in the initially reported facts, andoften you will find that simply getting the facts straight helps define the solution. It also helps toget the opposing parties involved in an ethical dilemma to agree on the facts.

  1. Define the conflict or dilemma and identify the higher-order values involved.

Ethical, social and political issues always reference higher values. The parties to a dispute all claim to be pursuing higher values (e.g., freedom, privacy, protection of property, and the free enterprises ystem). Typically, an ethical issue involves a dilemma: two diametrically opposed courses ofaction that support worthwhile values. For example, the chapter-ending case study illustrates two competing values: the need to improve health care record keeping and the need to protect individual privacy.

  1. Identify the stakeholders.

Every ethical, social, and political issue has stakeholders: players inthe game who have an interest in the outcome, who have invested in the situation, and usually who have vocal opinions. Find out the identity of these groups and what they want. This will be useful later when designing a solution

  1. Identify the options that you can reasonably take.

You may find that none of the options satisfy all the interests involved, but that some options do a better job than others. Sometimes arriving at a good or ethical solution may not always be a balancing of consequences to stakeholders.

  1. Identify the potential consequences of your options.

Some options may be ethically correct butdisastrous from other points of view. Other options may work in one instance but not in othersimilar instances. Always ask yourself, “What if I choose this option consistently over time?”

5. Eexplain what is storage area network (SAN)

A Storage Area Network (SAN) is a specialized, high-speed network that provides block-level network access to storage. SANs are typically composed of hosts, switches, storage elements, and storage devices that are interconnected using a variety of technologies, topologies, and protocols. SANs may also span multiple sites. A SAN moves storage resources off the common user network and reorganizes them into an independent, high-performance network. This allows each server to access shared storage as if it were a drive directly attached to the server. When a host wants to access a storage device on the SAN, it sends out a block-based access request for the storage device.

6. Define database management system and describe how it solve the problem of traditional fie environment

A database management system (DBMS) is system software for creating and managing databases. The DBMS provides users and programmers with a systematic way to create, retrieve, update and manage data.

Database

– Serves many applications by centralizing data and controlling redundant data

Database management system (DBMS)

– Interfaces between applications and physical data files

– Separates logical and physical views of data

– Solves problems of traditional file environment

• Controls redundancy

• Eliminates inconsistency

• Uncouples programs and data

• Enables organization to central manage data and data security

Problems with the traditional file environment (files maintained separately by different departments)

Data redundancy:

• Presence of duplicate data in multiple files

Data inconsistency:

• Same attribute has different values

Program-data dependence:

• When changes in program requires changes to data accessed by program

Lack of flexibility

Poor security

Lack of data sharing and availability

7. Explain what is the meaning of convergence in Networking and Communication Trends!

Convergence is the coming together of two different entities, and in the contexts of computing and technology, is the integration of two or more different technologies in a single device or system. A good example is the convergence of communication and imaging technologies on a mobile device designed to make calls and take pictures – two unrelated technologies that converge on a single device.

Convergence is considered a new trend because technological capabilities were only recently established to allow for cheaper and widespread implementation. The simple concept of convergence allows multiple tasks to be performed on a single device, which effectively conserves space and power.

For example, rather than carrying separate devices – like a cell phone, camera and digital organizer – each technology converges on a single device, or smartphone. Another good example is surfing the Internet on a high-definition TV (HDTV)

8. How do CRM help firms achieve customer intimacy?

Define customer relationship management and explain why customer relationships are so important today.

Customer relationship management ( CRM) systems integrate and automate customer- facing processes in sales, marketing, and customer service, providing an enterprise- wide view of customers. Companies can use this customer knowledge when they interact with customers to provide them with better service or to sell new products and services. These systems also identify profitable or nonprofitable customers or opportunities to reduce the churn rate. The major customer relationship management software packages provide capabilities for both operational CRM and analytical CRM. They often include modules for managing relationships with selling partners ( partner relationship management) and for employee relationship management.

Customer relationship management: A business and technology discipline that uses information systems to coordinate all of the business processes surrounding the firm’s interaction with its customers in sales, marketing, and service.

Importance of customer relationships: Globalization of business, the Internet, and electronic commerce have put more power in the hands of customers. Companies realize that their only enduring competitive strength may be their relationships with their customers. Some say that the basis of competition has switched from who sells the most products and services to who “owns” the customer, and that customer relationships represent the firm’s most valuable asset. (Learning Objective 9.3: How do customer relationship management systems help firms achieve customer intimacy? AACSB: Analytical thinking, application of knowledge.)

9. IT organization revolution, from call center to profit center

The Internet-generation customer wants to communicate with businesses through different channels at different times. If they send an email or web-enquiry, then phone to follow it up, they correctly expect the company to respond to the overall enquiry. However, typically the call centre handles only the phone calls, separate email management system handles email enquiries, and a content management system handles the web content. There is often no assurance that the customer and their information is being handled cohesively or feel as though they have a single point of contact with their supplier. A recent Gartner research note has found that up to 75% of the information required to fully meet customer and enterprise needs is not resident in a single system or interface.

If organisations do not integrate their communication channels, any interaction with a customer through email is totally separate from an interaction with the same customer through the telephone. The result is that customers become annoyed and frustrated at having to repeat the information detailed in a previous communication and customer retention drops rapidly.

More and more companies are recognizing how powerful Internet technologies can be as a customer service vehicle, and are exploiting the web for real-time customer service and support, and help manage multi-channel customer enquiries. Referred to as eService, this is a combination of software deployment and management practice that enables the call center to take advantage of real-time information through the same Web interface and common knowledgebase everyone in the organization uses. These solutions include applications for web self-service, e-mail response management, web chat and collaboration, and service analytics as well as online data capture. The cultural change is as important as the technology; an over-arching commitment to serving the customer regardless of which touch point they use has to underpin any IT investment to achieve value.

Companies who have implemented eService solutions are beginning to see significant improvements in terms of cost reduction and increased customer satisfaction. The cost advantage of web-based customer service provides one of the most compelling reasons to implement an eService solution. Research by Forrester has calculated that the average cost of a telephone call is £20.46, live web chat costs £4.87 and web self-service costs just £0.52. By reducing costs, call centres have the time, manpower and available budgets to expand operations, such as making outbound sales and marketing calls, to become ‘profit centers’.

Making the transition to a profit center does not need to be a difficult process or disrupt the customer service operation. Agents can still answer calls, reply to emails and launch web chat sessions requested by site visitors. The difference lies in the fact that the data from multiple customer contact points is integrated into a central knowledgebase, which underpins the whole system, providing agents with a complete view of customers and their behavior. The integration of the channels takes place on 2 levels; firstly tracking and reporting of each contact and providing histories of these, and secondly, providing a common knowledgebase to underpin the system.

This contrasts with the current reality, which is that most call centers have processes of some sort for monitoring and tracking customer contacts but without email management systems being widely deployed, with slow response times or unanswered emails all too common.

For example: High Street Bank X has many branches nationwide, several call centers and an Internet presence. Customer A goes online to enquire about a personal loan, but unable to find the information on interest rates they require, sends an email instead. Unfortunately, the call center agents do not access the information collected via the email system because they don’t have a common database, so the email goes unanswered. Fairly dissatisfied, customer A rings the call centre and their question is answered, so they visit their local branch to take out the loan. But as the bank doesn’t have a central knowledgebase underpinning its system, the call centre agent has given inaccurate information on the interest rates, leading to a rather irritated customer decides to take out a loan with a competing bank.

This would not have happened if Bank X had an effective eService system. If the customer had been unable to find the interest rate information, they could have accessed the self-help facility, which provides answers to commonly asked questions. If they still required further assistance they could have utilised the live web-chat service, where they’d have engaged with an agent in a text-based conversation to find the answer to the question quickly and correctly. Finally, if they still had their question unanswered, they would have been escalated to a telephone call. Then, armed with accurate information, they could complete an online loan application, or visit their branch without hurrying to the competition.

The main points are this: firstly, the eService system is underpinned by a central knowledgebase that means all information is accurate and answers will be consistent. Secondly, the system monitors all customer contact, to ensure that no query goes unanswered and all bank employees – call center agents or branch staff – can see previous communications with the customer. Finally, as the knowledgebase is a constantly growing database of information, the customer would have found the information required through self-help, so saving them time, and the bank money, by avoiding an expensive telephone enquiry handling cost.

10. Find out about key performance indicators (KPI)

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets. High-level KPIs may focus on the overall performance of the enterprise, while low-level KPIs may focus on processes in departments such as sales, marketing or a call center.

A KPI is only as valuable as the action it inspires. Too often, organizations blindly adopt industry-recognized KPIs and then wonder why that KPI doesn’t reflect their own business and fails to affect any positive change. One of the most important, but often overlooked, aspects of KPIs is that they are a form of communication. As such, they abide by the same rules and best-practices as any other form of communication. Succinct, clear and relevant information is much more likely to be absorbed and acted upon.

In terms of developing a strategy for formulating KPIs, your team should start with the basics and understand what your organizational objectives are, how you plan on achieving them, and who can act on this information. This should be an iterative process that involves feedback from analysts, department heads and managers. As this fact finding mission unfolds, you will gain a better understanding of which business processes need to be measured with KPIs and with whom that information should be shared.

11. Find out about Sarbanes-Oxley Act

The Sarbanes-Oxley Act of 2002 (often shortened to SOX) is legislation passed by the U.S. Congress to protect shareholders and the general public from accounting errors and fraudulent practices in the enterprise, as well as improve the accuracy of corporate disclosures. The U.S. Securities and Exchange Commission (SEC) administers the act, which sets deadlines for compliance and publishes rules on requirements.

The Sarbanes-Oxley Act was enacted in response to a series of high-profile financial scandals that occurred in the early 2000s at companies including Enron, WorldCom and Tyco that rattled investor confidence. The act, drafted by U.S. Congressmen Paul Sarbanes and Michael Oxley, was aimed at improving corporate governance and accountability. Now, all public companies must comply with SOX.

The Sarbanes-Oxley Act not only affects the financial side of corporations, but also IT departments charged with storing a corporation’s electronic records. The act is not a set of business practices and does not specify how a business should store records; rather, it defines which records should be stored and for how long. SOX states that all business records, including electronic records and electronic messages, must be saved for "not less than five years." The consequences for noncompliance are fines, imprisonment or both.

IT departments are increasingly tasked with creating and maintaining a corporate records archive in a cost-effective fashion that satisfies the requirements put forth by the legislation. Section 802 of Sarbanes-Oxley contains the three rules that affect the management of electronic records. The first rule deals with the destruction, alteration or falsification of records, and the resulting penalties. The second rule defines the retention period for records storage. Best practices indicate that corporations securely store all business records using the same guidelines set for public accountants. The third rule refers to the type of business records that need to be stored, including all business records and communications, including electronic communications.

bagas dwi tanuputra mid test asnwer MIS

MID TEST ANSWER.docx

Bagas Ilham Prabowo (1401164180) MB-40 INT 3

Mid Exam Example

  1. -New products,services,and business examples: Apple’s ipad, netflix.

-Customer and supplier intimacy.Example :Chrysler (Custom published magazine from customers’ database) and Amazon (Customers’ personal customization by book recommendation based on purchase and website visiting history.

-Improved decision making. example :Verizon’s Web-based digital dashboard to provide managers with real-time data on customer complaints, network performance, line outages, and etc.

-Competitive advantage. examples: Apple, Walmart.

-Survival. example: Sarbanes-Oxley Act
2.

  1. Facilitation. DSS facilitate and support specific decision-making activities and/or decision processes.
  2. Interaction. DSS are computer-based systems designed for interactive use by decision makers or staff users who control the sequence of interaction and the operations performed.
  3. Ancillary. DSS can support decision makers at any level in an organization. They are NOT intended to replace decision makers.
  4. Repeated Use. DSS are intended for repeated use. A specific DSS may be used routinely or used as needed for ad hoc decision support tasks.
  5. Task-oriented. DSS provide specific capabilities that support one or more tasks related to decision-making, including: intelligence and data analysis; identification and design of alternatives; choice among alternatives; and decision implementation.
  6. Identifiable. DSS may be independent systems that collect or replicate data from other information systems OR subsystems of a larger, more integrated information system.
  7. Decision Impact. DSS are intended to improve the accuracy, timeliness, quality and overall effectiveness of a specific decision or a set of related decisions.
    3.-Inbound logistics. example: automated warehousing systems.
    -Operations.example: computer controlled machining systems.
    -Sales and marketing.example: computerized ordering systems.
    -Servicee.example: equipment maintenance systems.
    -Outbound logistics.example: automated shipment scheduling systems.
    4.-Identify and clearly describe the facts.
    -Define the conflict or dilemma and identify the higher-order values involved.
    -Identify the stakeholders.
    -Identify the options that you can reasonably take.
    -Identify the potential consequences of your options.

  8. A Storage Area Network (SAN) is a network which provides access to consolidated, block level data storage.

6.A database management system(DBMS) is a computer program (or more typically, a suite of them) designed to manage a database, a large set of structured data, and run operations on the data requested by numerous users. Typical examples of DBMS use include accounting, human resources and customer supportsystems.
how can it solve traditional file environment a DBMS reduces data redundancy and inconsistency by minimizing isolated
files in which the same data are repeated. The DBMS may not enable the
organization to eliminate data redundancy entirely, but it can help control
redundancy.

7.Convergence in networking and communication trends is a combination between two or more technology that is different with each other in a single device

  1. How CRM helps firms to achieve customers intimacy
    CRM systems integrate and automate customer-facing processes in sales, marketing, and customer service, providing an enterprise-wide view of customers. Companies can use this customer knowledge when they interact with customers to provide them with better service or to sell new products and services. These systems also identify profitable or nonprofitable customers or opportunities to reduce the churn rate. The major customer relationship management software packages provide capabilities for both operational CRM and analytical CRM. They often include modules for managing relationships with selling partners (partner relationship management) and for employee relationship management.

The PWC Question

1.Super agents will increase customer retention rates,making big savings on costly customer churn(and our survey has some fascinating insight on churn too). Clients may even pay more for a premium service that delivers better customer experience. So the call center becomes a high-touch, high-value resource that handles complex queries and critical interaction. It’ll become a place where loyalty is developed and nurtured. Which means the call center could potentially become a profit center.

2.KPI is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets.

3.The Sarbanes-Oxley Act of 2002 (often shortened to SOX) is legislation passed by the U.S. Congress to protect shareholders and the general public from accounting errors and fraudulent practices in the enterprise, as well as improve the accuracy of corporate disclosures. The U.S. Securities and Exchange Commission (SEC) administers the act, which sets deadlines for compliance and publishes rules on requirements.

INDIVIDUAL ASSIGMENT ( SHELIA NOVARULY SAHITA D. /1401164229)

  1. Question

  2. Businesses today information system to achieve six major objectives including operational excellence. Mention and give example to other five major objective?

1) Operational excellence

Example : UPS (United Parcel Service)

MOTOROLA (achieve Six Sigma)

Wal-Mart

2) New product, service and business model

Example : Apple INC. (Especially iPad)

NetFlix

Wal-Mart

3) Customer and suppliers intimancy

Example : Wal-Mart (RealLink System)

Hotel Ritz-Carlton (CLASS System)

CLASS: Customer Loyalty Anticipation Satisfaction System

4) Competitive advantage

Example : Wal-Mart (Created Largest Retail Chain)

UPS (Created Largest Network)

5) Survival

Example : City Bank

  1. Describe the characteristic of Decision Support System and Management Information System?
  • DSS ( Decision Support System) support management decision that are unique and rapidly changing using advanced analytical models.

  • MIS ( Management Information System) produce reports serving middle management by considering information from TPS and these are not highly analytical.

  1. Name and give example five primary activities from the value chain model?

1) Procurement

2) Human Resource Management

3) Technological development

4) Infrastructure

  1. List and describe five ste in ethical analysis?

1) Identify and describe clearly the facts.

2) Define the conflict or dilemma and identify the higher-order values involved.

3) Identify the stakeholders.

4) Identify the options that you can reasonably take.

5) Identify the potential consequences of your options.

  1. Explain what is Storage Area Network ( SAN)?

Connect multiple storage devices on dedicated network

  1. Define database management system and describe how it solve the problem of traditional file environment?

a. Data definition capability: Specifies structure of database content, used to create tables and define characteristics of fields

b. Data dictionary: Automated or manual file storing definitions of data elements and their characteristics

c. Data manipulation language: Used to add, change, delete, retrieve data from database

Structured Query Language (SQL)

Microsoft Access user tools for generating SQL

d. Many DBMS have report generation capabilities for creating polished reports (Crystal Reports)

  1. Exlian what is the meaning of convergence in Networking and Communication trends?

Telephone networks and computer networks converging into single digital network using Internet standards

  1. How CRM hel firm achieve customers intimancy ?

Assigning and managing customer service requests, Web-based self-service capabilities.

  1. IT from call center rofit center?

Now IT is used to profit center because everyone use the IT for make their daily live more easy. And in business sector make they get more rofit.

  1. what is KI?

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets. High-level KPIs may focus on the overall performance of the enterprise, while low-level KPIs may focus on processes in departments such as sales, marketing or a call center.

  1. what is SOX?

Imposes responsibility on companies and their management to safeguard the accuracy and integrity of financial information that is used internally and released externally

ASIGHMENT_RAFI SUWAID_1401164004

(1). Operational excellence

Example : improvement of efficiency to attain higher profitability

2.new produce and business models

Example : apple’s iPad, google’s Android OS, netflix

3.customer and supplier intimacy

Example : high-end hotels that use computers to track customer preferences and used to monitor and customize environment

  1. Improved decision making

Example : poor outcomes raise cost, lose customers

  1. Competitve advantage

Example : apple, Walmart, UPS

  1. Survival

Example : citibank’s introduction of ATMs

(2.) Characteristic of decision support system and MIS

A. Facilitation

DSS facilitates and support specific decision making activities and/or decision process

B. Interaction

DSS are computer based system design for interactive used by decision makers or staff user who control the sequences of interaction and the operation perform

C. Ancillary

DSS can support decision makers at any level In organization. they are not intent to replace decision makers

D. Repeated used

DSS are intent for repeated used. A specific DSS maybe used routinely or use as needed for adhoc decision support task

E. Identifiable

DSS may be independent system that collected or replicated data from other information system

F. Task-oriented

DSS provide specific capabilities that support one or more task related decision making

G. Decision impact

DSS are intended to improve the accuracy, timeliness, quality and overall effectiveness of a specific decision

H. Support individual and group decision making

It provide a single platform that allows all users to access the same information an access the same version of truth, while providing, autonomy to individuals and development groups to design, reporting content locally

(3.) – inbound logistics (example: receiving and storing materials for distribution to production)

  • operations (example: transforms inputs into finished products)

  • sales and marketing (example: promoting and selling the firm’s products)

  • service (example: maintenance and repair of the firm’s good and services)

  • outbond logistics (example: storing and distributing finished products)

(4.) – identify and clearly describe the facts

  • define the conflict or dilemma and identify the higher order values involved

  • identify the stakeholders

  • identify the optiom that you can reasonably take

  • identify the potential consequences of your options

(5.) Storage area netwoks (SANs)connect multiple devices on a separate high-speed network dedicated to storage. The SAN create a large central pool of storage that can be rapidly accessed and shared by multiple server.

(6.) Define DBMS and how it solves traditional file environment

  • DBMS is software that permits an organization to centralize data, manage them efficiently, and provide access to the stored data by application programs.

  • A DBMS reduces data redundancy and inconsistency by minimizing isolated files in which the same data are repeated.The DBMS uncouples programs and data, enabling data to stand on their own. Access and availability of information will be increased and program development and maintenance costs reduced because users and programmers can perform ad hoc queries of data in the database. The DBMS enables the organization to centrally manage data, their use, and security.

(7.) convergence in networking and communication trends

convergence in networking and communication trends is the efficient coexistence of telephone networks and computer networks converging into single digital network using internet standards.

(8.) How CRM helps firms to achieve customers intimacy

Customer relationship management (CRM) systems integrate and automate customer-facing processes in sales, marketing, and customer service, providing an enterprise-wide view of customers. Companies can use this customer knowledge when they interact with customers to provide them with better service or to sell new products and services. These systems also identify profitable or nonprofitable customers or opportunities to reduce the churn rate.

The major customer relationship management software packages provide capabilities for both operational CRM and analytical CRM. They often include modules for managing relationships with selling partners (partner relationship management) and for employee relationship management.

IT organization is the department in a company that is tasked and responsible with estabelishing, monitoring

and mantaining information technology system and services. It also may tasked with strategic planning to ensure that all IT initiatives

support the goal of business that company have. IT organizatonal structures vary and can be up down or spread out decentralized. In Large companies

usually this department headed by a Chief Officer, smaller one may just IT director or Operations manager.

IT department can be the one that suck up company resources or the one that providing it as a profit maker, depends on the role

of the IT itself, if Initatives and service that IT serves adds up more potential resources, so its regarded as profit maker, and vice versa.

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. It can be put to measure

whole firm performance to each individual department and employeees.

It help managers and employees gauge the effectiveness of various functions and processes important to achieving organizational goals.

As noted above, KPI examples can be used to provide guidance, but need to consider the specific goals and processes associated with the organization before adopting it

Like the spesifications and the target like sales per day or resolved problem per hour

The Sarbanes-Oxley Act of 2002 (SOX) is an act passed by U.S. Congress in 2002 to protect investors from the possibility of fraudulent accounting activities by corporations.
The SOX Act mandated strict reforms to improve financial disclosures from corporations
and prevent accounting fraud. The SOX Act was created in response to accounting malpractice in the early 2000s, when public scandals such as Enron Corporation, Tyco International plc,
and WorldCom shook investor confidence in financial statements and demanded an overhaul of regulatory standards.

In the year of 2002, Sarbanes–Oxley was named after sponsors U.S. Senator Paul Sarbanes (D-MD) and U.S. Representative Michael G. Oxley (R-OH). As a result of SOX, top management must individually certify the accuracy of financial information.
In addition, penalties for fraudulent financial activity are much more severe. Also, SOX increased the oversight role of boards of directors and the independence of the outside auditors who review the accuracy of corporate financial statements

Rezky Anindita Jackie 1401164585

MID EXAM’s answers

  1. -Operational excellence

Ex: A consumer goods manufacturer may decide upon using a wide distribution network to get maximum reach to the customers and exposure.

-New products, services, and business models

Ex: A company selling low priced detergent may opt for producing higher range detergents for washing machines, washing soaps, and bath soaps.

-Customer and supply intimacy

Ex:JCPenney’s information system which links sales records to contract manufacturer

-Improved decision making

Ex:Verizon’s Web-based digital dashboard to provide managers with real-time data on customer complaints, network performance, line outages, and so on

-Competitive advantage

Ex:Apple, Walmart, UPS

-Survival

Ex: Citibank’s introduction of ATMs

  1. -Facilitation: DSS facilitate and support specific decision making activities and/or decision processes.

-Interaction: DSS are computer-based systems designed for interactive use by decision makers or staff users who control the sequence of interaction and the operations performed.

-Ancillary: DSS can support decision makers at any level in an organization. They are not intended to replace decision makers

-Repeated Use: DSS are intended for repeated use. A specific DSS may be used routinely or used as needed for ad hoc decision support tasks.

-Identifiable: DSS may be independent systems that collect or replicate data from other information systems or subsystems of a larger, more integrated information systems.

  1. -Inbound Logistics

Ex: arranging the inbound movement of materials, parts, and/or finished inventory from suppliers to manufacturing or assembly plants, warehouses, or retail stores

-Operations

Ex: concerned with managing the process that converts inputs (in the forms of raw materials, labor, and energy) into outputs (in the form of goods and/or services).

-Outbound Logistics

Ex: is the process related to the storage and movement of the final product and the related information flows from the end of the production line to the end user

-Marketing and sales

Ex: is the process related to the storage and movement of the final product and the related information flows from the end of the production line to the end user

-Service

Ex: includes all the activities required to keep the product/service working effectively for the buyer after it is sold and delivered.

  1. -Identify and describe clearly the factsidentify and clearly describe the facts
  • define the conflict or dilemmas and identify the higher-order values involved

  • identify the stakeholders

  • identify the options that you can reasonably take

  • identify the potential consequences of your options

  1. A Storage Area Network (SAN) is a specialized, high-speed network that provides block-level network access to storage. SANs are typically composed of hosts, switches, storage elements, and storage devices that are interconnected using a variety of technologies, topologies, and protocols. SANs may also span multiple sites.

  2. A database management system (DBMS) is a computer software application that interacts with the user, other applications, and the database itself to capture and analyze data. A general-purpose DBMSis designed to allow the definition, creation, querying, update, and administration of databases.
    How DBMS Solve traditional file environment:

  • reduces data redundancy and inconsistency by minimizing isolated files in which the same data are repeated

  • control data redundancy

  • uncouples data and programs, enabling data to stand up on their own

  • enables the organization to centrally manage: the data , their use, and security through the use of a data dictionary

  1. the efficient coexistence of telephone, video and data communication within a single network. The use of multiple communication modes in a single network offers convenience and flexibility not possible with separate infrastructures. Network convergence is also called media convergence.

  2. CRM seeks to establish a learning relationship with the customer, which understands not only basic information like name and address, but habits and

preferences. With some investment in CRM, businesses can have at their disposal some powerful tools for collecting, managing, and analyzing customer information. However, most customers do not realize any benefit from providing this information and will become less likely to provide it without reward. Therefore, it is the responsibility of the company to take this information and find uses that not only benefit themselves, but also increase the perception that information given will result in better service for the customer

KPI task

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets. High-level KPIs may focus on the overall performance of the enterprise, while low-level KPIs may focus on processes in departments such as sales, marketing or a call center.

IT Organization revolution, from call center to profit center

Super agents will increase customer retention rates,making big savings on costly customer churn(and our survey has some fascinating insight on churn too). Clients may even pay more for a premium service that delivers better customer experience. So the call center becomes a high-touch, high-value resource that handles complex queries and critical interaction. It’ll become a place where loyalty is developed and nurtured. Which means the call center could potentially become a profit center

Sox meaning

a United States federal law that set new or expanded requirements for all U.S. public company boards, management and public accounting firms. There are also a number of provisions of the Act that also apply to privately held companies, for example the willful destruction of evidence to impede a Federal investigation.