Session 3: Assignment One Question

This week we talked about Customer Relationship Management (CRM) as a process and as a software application. Based on the CRM concepts learned, answer the following questions:
1) List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions?

Ans:

Below data elements will be generated:

• Title
• Family/Last name
• Given/First Name
• Email
• Contact number
• Frequent Flyer Programme/ Frequent Flyer Number
• Meal preference
• destination
• return date and time
• trip type (one way or round trip)
• class (economy, business or first class)
• payment method

For customer:

The system will save customer's data automatically after the first reservation completed. It make the process of making a reservation more convenience and efficient

For company:
Above information can help airline companies to analyse customer data in a timely and efficient manner. It helps companies to keep improve their service to satisfy customer's needs

2) What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?

Ans:

-Increased customer satisfaction
-Reduced direct-marketing costs
-More effective marketing
-Lower costs for customer aquiaition/retention
-Increased sales revenue
-Lower churn rate
CRM can help company to expand customer base, improve customer loyalty & also increase the productivity of customer relationships.

Session Two: Assignment One Question

Visit the SAP Small Business web site.

Scroll down the page and click the "View the Demo" link under the "Inventory and Operations" section.
The demo will launch within your web browser. There are 4 tracks in the video. You only need to view Track 1: Introduction and Track 2: Automate the Order-to-Delivery Process.
Answer the following questions after viewing the video:

~ Which departments within the company are integrated within the Order-to-Delivery process ?
Ans: Sales department & logistic department.

~ Which steps are included in the Order-to-Delivery process
Ans: After sales department received a new order, they will first check the customer's request delivery. If customer request same day delivery, they will access SAP system to confirm items are in stock. Then, they will create the sales order & software will automatically alerts the warehouse the required dlvy. Once warehouse received the SO, they will get the order details from system. And then, they will use pick & pack feature to print out Delivery note & packing list for the shipment. After shipment picked up by carrier, software will update the order status automatically so sales dept know the order shipped. Finally, sales dept will e-mail customer the tracking details to complete the whole process.

~ What factors would you consider when deciding whether ERP is suitable or not for a small business?
Ans: In my opinion, ERP is also suitable for a small business as it can improve the effectiveness of information systems in organization.
ERP can support all of the organization process, allow manpower reduction reduce unnecessary inventory levels, ensure making deadlines, avoid regulation bypassing, create an ordered working processes and supply reliable data online. This system was designed to help and make the activities of the organization efficient, shorten processing time and supply real time information about the company's activity.
It can continue to save business money in the long run .

Session 1: Assignment One Question

This week we talked about the role of information systems in a business (Slide 9 of Lecture 1).

Think of a business or organization that you admire, then describe two examples of how that business is supported by information systems. For example, do they use it for operational excellence? Or do they use it to create new products and services?

My Ans:
S.F. Express
The S.F. Express Company was established in March 1993. They are in complete control of their own business, which gives a safer and more convenient service for their customers. By continued investment and comprehensive research and development, S.F. Express continues to improve the construction and technological advancement of the company.

We can simply using the customer self service for track & trace, order online, check the freight charge, etc.

Trace & Track

Rate enquiry

And there is also an on line customer service provided, their operator will answer customer's question on line.

Above customer self-service can make the whole process much easier & convenient.

eBanking allows customer to manage their finances as part of their daily routine. Besides paying bills and checking balance, customer can use eBanking to handle most of their accounts online, anywhere, at any time.

Below are the services eBanking provided:

Banking ~ Transfer, Bill Payment, Account Enquiry, Time Deposit, Foreign Currency/Gold, Currency Switching, e-Statement/e-Advice

Investment ~ Securities, IPO, Investment Fund, Equity Linked Investment, Forex/Gold Margin, Capital Protected Investment Deposits, MaxiInterest Deposits, e-InvestAdvice

Insurance ~ Travelsure, Home Care, Full-time / Part-time Domestic Helper, Hospital Cash, Personal Accident , Credit Care

Personal Credit ~ Instalment Loan, Revolving Loan, Tax Comforter, Overdraft Facility,

Mortgage ~ Valuation, Mortgage Loan

Credit Card ~ Credit Card Application, Cash Dollars Gift Parade, Low Interest/Instalment Offer, Card Security Services

Others ~ Order Cheque Book, MPF/ORSO

eBanking could save our time and money by handling our banking transactions online via our computer 24 hours a day, 365 days a year. We can use eBanking to pay our bills and transfer funds, check our balance, and even buy and sell shares. With eBanking there is only one person in the queue. We do not have to waiting in line anymore.