Bagian 1

1.a. New products, services, and business models: netflixand apple’s ipad
b. Customer and supplier intimacy:
– good services will leads to customer’s returning, which raises revenues and profits
c. Improved decision making: verizon’s web-based digital dashboard to provide managers with real-time data on customer’s compliants, network performance, line outages.
d. Competitive advantage: delivering better performance
e. Survival: Information technologies as necessity of business, e.g.: citybank’s introduction of ATMs

1. a. DSS: DSS are designed specifically to facilitate decision process, DSS should support rather than automate decision making, and DSS should be able to respond quickly to the changing needs of decision makers
   b. MIS: accurate, relevant, useful, and timelineness.

3.a. Inbound logistics: automated warehousing systems
b. Operations: computer-controlled machining systems
c. Sales and marketing: computerized ordering systems
d. Services: equipment maintenance systems
e. Outbound logistics: automated shipment scheduling systems

4.a. Identify and clearly describe the facts
b. Define the conflits or dilemmas 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. A storage area network(SAN) is a network which provides access to consolidated, block leven data storage. A SAN typically has its own network of storage devices that are generally not accessible through the local area network (LAN) by other devices.

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

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

2. Customer Relationship Management 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

Bagian 2

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

1. 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.

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.