Customer Relationship Management Heads to the Cloud

1. What types of companies are most like to adopt cloud-based CRM software service? Why? What companies might not be well-suited for this type of software?

Basically, companies which normally want to cut IT staff cost are like to adopt cloud-based CRM software service such as  Siemens, the Wall street Journal, Pitney Bowes, and Starbucks. This is because CRM software service able to track field activities for more than 10000 accounts, with automated reports and dashboards monitoring key performance indicators, sales calls, and sales volume. However, there are some of the companies that are not well- suited for this type of software such as Nikon. This due to the availability assurances and service level agreements are not always available.

2. What are the advantages and disadvantages of using cloud-based enterprise applications?

     Advantages

·         It able to follow up customer satisfaction surveys.

·         Demand system has many capabilities, including embedded tools for forecasting, and analytics and interactive dashboards.

·         CRM on demand can be tracked advertising to prospective students and determined accurate costs for each lead, admissions application, and registered attending student.

     Disadvantages

·         Availability assurances and service level agreements are not always available.

·         CRM apps with a cloud infrastructure have no guarantees that their date will be available at all times.

3. What people, organization, and technology issues should be addressed in deciding whether to use a conventional CRM system versus a cloud-based version?

The people and organization who are like to expand their business normally will try to use CRM system. For example, Dr Pepper Snapple Group adopted Salesforce CRM to replace an outmoded Excel application that requires extensive manual data input to compile reports on more than 50 beverage brands and to sales performance against objectives in real time. Besides from that there are some technology issue should be addressed in decision making for the option of use CRM system. Nikon found that more customers are needed the information from web, call times dropped by 50 percent, and incoming e-mail dropped by 50 percent. Therefore, Nikon still hosted its SAP EPR system internally due to its complexity.

Information Security Threats and Policies In Europe

1. What is a botnet?

- Botnet is a network of autonomous malicious software agents that are under the control of a bot commander.

2. Describe some of the main points of Digital Agenda for Europe.

i)   Define the key role that information and communication technologies will play in 2020.

ii)  Calls for a single, open European digital market.

iii) To achieve broadband speed up to 30Mbps to all European citizens by 2020.

iv) To protect privacy and the establishment of a well-functioning network of CERT to prevent cyber crime and respond effectively to cyber attacks.

3. Explain how a cyber attack can be carried out.

- By using the botnet. Botnet is already been described on question 1. The network is created by installing malware that exploits the vulnerabilities of web servers, operating systems, or applications to take control of the infected computers. Once a computer is infected, it becomes part of a network of the thousands of “zombies’, machines that are commanded to carry out the attack.

4. Describe some of the weaknesses exploited by malware.

- Once successfully installed on a computer, it is able to download and install other malware from controlled web sites, thus infected computer could be under full control of the hackers.

- It can steal industrial secrets and control software system.

INTERACTIVE SESSION: PEOPLE

Social Commerce Creates New Customer Relationships

1) Assess the people, organization and technology issues for using social media to engage with customers.

a) People

v  Need to spend time to monitor each network, respond to comment, answer the question and post product information.

v  Sometime the workers might not be able to think rationally to respond on the comment of the customers.

b) Organization

v  The organization need to choose the suitable channel to engage with customers.

v  The social media that using by the company must well suit with the company products and service.

v  The security problem by using the social networking. The company confidential information might expose to competitors.

c) Technology

v  The technology does not always work. When the company cannot connect to the social networking, it will affect the operation efficiency.

v  The company might face problem to integrate new technologies into the enterprise environment.

 

 

2) What are the advantages and disadvantages of using social media for advertising, brand building, market research and customer service?

            The businesses that use social media for advertising, brand building, market research and customer service have advantages and disadvantages.

            First, the advantage of using social media is decreased cost and increase revenue. By using social media for advertising and promotion activities is cheaper than traditional marketing method. The company can put the advertisement in the social media like Facebook, Twitter, Instagram and others. It helps the company save the cost to do promotion because it was free for display ads in social media. The using of social media is more efficiency because the company can update the information at any time.

            Secondly, the advantage of using social media is targeting the customers. The company through Facebook can identify the target market based on age, sex, geography and education. This is because the user of Facebook will full up their personal information, it will let the company more understanding about the audience characteristic and interest. Facebook is one of the popular platform that provided information about the people and it make the process of market research become more easy and fast.

            Moreover, the advantage of using social media is interactivity. The social network provided a platform for the company to interact with their potential customers. For example, Twitter posting the company products or services, the promotion that offer by the company to customer and the news about the products. The followers are able to give comment and feedback in Twitter messages. The follower also can post their question in the Twitter and the company can answer the user questions. This was increase the customer relationship and interactivity between customers. It is more easily to communicate with potential customers by the time to time.

            Furthermore, it can increase the customer loyalty. The social media enable the company provides real time data in Facebook wall. Nowadays, almost everyone have Facebook account and the user which include all level of people in the market. The company brand will be famous when the customers saw a lot of LIKE on the brand.

            Although using social media for advertising, brand building, market research and customer service have many advantages but it also have disadvantages the company need to commit resources to managing the social media, respond to feedback and producing new content. The company might not have expert people to managing the social media so the organization need to engage knowledgeable people to managing the social media and responsible to respond to customer feedback.

            Another disadvantage is lack of feedback control. The company cannot control the customer to leave negative comment or post in social media. For example, when a customer is not satisfied with the company products, the customer will comment on the company Twitter about the weakness of the products. If the management team unable to overcome this complaint, it will damage the company image. When potential customer saw the post, they might lose the interest to buy the products. Therefore, the company must efficiently to respond on negative responses but it takes more time.

 

3) Should all companies use Facebook and Twitter for customer service and advertising? Why or why not? What kinds of companies are best suited to use those platforms?

            No, it is not necessary all companies need to use Facebook and Twitter for customer services and advertising. The reason is the small businesses are not really need to involve in social media. When the company cannot effectively using the social media and giving response to the customers, it will bring negative impact on the company at the same time it will damage the brand of the company. Social media can help some companies interact with their customers but not all the companies. Some customers just want the company be accessible and it does not mean want to follow or like the company. For the small company, business owner might not have enough time to manage the social network and give respond to customer questions. Moreover, some of the company especially small company is lack of experience or technical skills to carry out the social media. Therefore, not all companies should use Facebook and Twitter for customer services and advertising.

            The kinds of companies that best suited to use social media platform are sell technology products company, company that need sharing idea, dealing with criticism and providing customer support are needed Facebook and Twitter.

Albassami Job Is Not Fasible Without IT

 

 

1. What systems are described here?  What valuable information do they provide?

From this article, the 2 systems describe here are Database Management System and Shipping Information System. These systems are use to handle and control the endless number of daily work options and orders related to these operations at a perfect level of service. Firstly, Database Management System is a system computerized system based on cluster Dell servers which play a role as the backbone of the system. It is use to sent to the server and aggregated to create the most updated database version, and then sent back to the branches. This means every branch has the most recent version of client list, trucks availability, and new shipping contracts so that many customer is able to deal with any branch at any time. The database will send from branch to HQ every 30minutes, an aggregated version of the database of all branches. The recipient branch will create a receipt entry on the system upon arrival of the truck and then go to the destination branch to receive the car. The second system used is Shipping Information System. They system record client’s data, and holds maintenance information. It links data of vehicle maintenance centers with the transportation service helps to enhance company performance and achieve better customer service.

 

 

 

2. What value did the IT/IS investments add to Albassami?

            The added value by IT/IS investment is achieving strategic business objectives. The ultimate business includes:

            -> Operational excellence

            -> New products, services, and business models

            -> Customer and supplier intimacy

            -> Improved decision making

            -> Competitive advantage

Throughout these years the company has focused on how to maintain business leadership in order to achieve safe and fast transportation. Every day, there are more than 1000 shipping contracts, including 2000 to 2500 bills of lading daily between the main branches. Therefore it is impossible to properly handle and control the endless number of daily work options and orders related to these operations at a perfect level of service without a robust computerized system. The system needed the facility to serve specific sectors in the organization, in addition to providing information throughout the group.

 

 

3. How did implementing the Shipping Information System address the business needs and information requirements of Albassami?

            It is used at the Albassami to maintain all the sender information such as the sent car, the truck number, the sender and receiving branches, and it also sends an SMS to the client acknowledging the arrival of the car. The system also records the client’s data, and holds maintenance centers with the transportation service helps to enhance company performance and achieve better customer service. The system also enables standard reports to be provided to top management head sectors about the productivity of each branch, resulting in accurate identification of needs for different regions and thus proper budget allocation. In addition, the system allowed a better audit on all drivers behavior by using the output of the vehicles tracking information.

 

 

 

                                   

DST Systems Scores with Scrum and Application Lifecycle Management

 

1. What were some of the problems with DST system' old software development environment?

I think they were some many software problem, such as the managers were unable to easily determine how the resources were being allocated, which also the employees were working on certain projects and status of specific assets.The group development had used a mixtures of tools processes and source code control systems without any unified repository for code or a standardized developer tool set.And Also I think DST must use new method and better than the old traditional.

2. How did Scrum development help solve some of those problems?

The Scrum is exists software development tools and experienced strong results. The company accelerated its software development cycle from 24 to 6 months and developer productivity increased 20 percents. I think Scrum helped to development the company because its agile software, and relies on self-organization.

3. What other adjustments did DST make to be able to use Scrum more effectively in its software projects? What management, organization and technology issues had to be addressed?

I think CollabNet specializes in software designed to work well with agile software development methods such as Scrum. So what I think from the article is DST adapted Collabnet's subversion product to help with the management control of changes to project documents, programs, and other information stored as computer files.DST adaption of Collabnet because their product is so fast in only 10 weeks.The managment, organization and the technology 
Jerry Tubbs, The system development manager at DST system, says DST was successful in attempts to revamp the software group because some factors. 

 

 

1- Looked for simplicity rather than complicated.
2- Involved developers in the decision making process to ensure that change to be greeted enthusiastically. 

3- Allow for the developers to adopt ALM software on their own. 

I think also the company was successful because they selected the right development framework as well as the right software to make that change a reality and skillfully managed the change process.

Case Study: Life on the Grid, iPhone Becomes  iTrack

1.     Why do cell phone manufacturers (Apple, Google, and BlackBerry ) want to track where their customers go ?

          Cell phone manufacturers, Apple, Google and Blackberry, want to track where their customers go due to various factors. Firstly, location-based service provided in Apple, Google’s Android and BlackBerry smartphones can be the tool for three of the cell phone manufacturers to earn money. They can earn money by the location-based service in smartphones through advertising. Apple and Google are advertising platforms, so this makes them create the location-based service in their smartphones products.

            How can they earn money through advertising channel? This can be explained that mobile technologies based on the smartphone make it possible to locate people who use smartphones. After that, the location data of the users will be reported to the smartphone manufacturing company databases, retained and analyzed. The analyzed location data will then be sold to advertisers and others. When the advertising firms received the location data of their customers, they will pay Apple, Google’s Android and BlackBerry for the information of their customers’ location and for the distributing of their mobile advertisements. Once the advertising firms know where their customers are through mobile, they can send the customers advertisements, coupons, and flash bargains based on where the customers are.

             Next, Apple, Google and BlackBerry needs the location data of their smartphones’ users as they want to use the information to identify the location of cell phones for WIFI connected phones, and to improve the customer experience of location based services. Furthermore, the location information of users is also needed for them to improve their services.

             Moreover, location-based service created in smartphone can also build a strong and closed customer relationship to Apple, Google and BlackBerry. For instance, Foursquare, a 2009 start-up, is a popular mobile social application that allows users to check in to a restaurant or other location, and the app automatically lets friends on Facebook and other programs learn where you are. After starting up Foursquare on a smartphone, smartphone users will see a list of local bars and restaurants based on their cell phones’ GPS position. Foursquare has a widely accepted loyalty program. Each check-in awards users points and badges, which can be used later for discounts and at various venues. Users of  smartphones with Foursquare app are also awarded to be “Mayors” of the venue based on how many times they have checked in over a month’s time. Those who become Mayors will be given special offers. Thus, from here, it is shown that Apple, Google’s Android and BlackBerry provide location-based service in their smartphones can help them to create customers’ values.

2. Do you think cell phone customers should be able to turn tracking off? Should customers be informed when they are being tracked? Why or why not ?

            In my opinion, I think that the cell phone customers should be able to turn tracking off. They should also be informed when they are being tracked. This is because if the systems of the smartphone manufacturers do not have the action of that, they will violate their customers’ privacy for certain scenarios. For example, it is sure that most of the people do not like others from the public, who they do not know, to have known their location and what they are doing. This will be especially when they are enjoying their special occasions, such as, wedding ceremony and dating. So, from here, it is encouraged that customers are informed when they are being tracked.

            Moreover, allowing smartphone users to turn tracking off using their smartphones’ functions also acts as a respect of  the cell phone manufacturers towards their customers. They can show their respect to their customers by giving permission to their customers to choose to check in their location areas or not through their phones’ location-based services.

             Last but not least, if there is no awareness of being tracked among customers and customers cannot turn tracking off, users will be scary to use smartphones with location-based services. This may bring bad reputation to the cell phone manufacturers and also the smartphone products itself. It is owing to the bad treatment and customers’ services provided by the system of cell phones. Consequently, sales of cell phones with location-based services may decrease.

3.  Do you think cell phone tracking is a violation of a person’s privacy?

        Cell phone tracking can either a violation of a person’s privacy or not. It depends on the situations. 

        If  the systems of cell phones with tracking functions allow users to decide whether to share their location data or not, then for this case, cell phone tracking does not violate a person’s privacy. Yet, on the other hand, if the phone’s system automatically transmits location data of the users to other parties without getting permissions from the users, then, cell phone tracking is said to be a violation of a person’s privacy.

         Furthermore, for another case, if users of cell phones with tracking services are given benefits and so are willing to share voluntarily their location data, then, cell phone tracking is not violation of a person’s privacy. This is due to the agreement of the users on sharing their location data to public.

          In addition, if the location tracking apps in the cell phones have no privacy policy, cell phone tracking is considered a violation to a person’s privacy. This is because these types of apps transmit location data of the users to their developers after which the information is not well controlled, and that these services are creating a situation where government agencies, marketers, creditors, and telecommunication firms will end up knowing nearly everything about the users including their whereabouts.

          Last but not least, the most significant factor that makes cell phone tracking the violation of a person’s privacy is the location-based services of the cell phones that locate people automatically and persistently without users having a chance to go off the grid, and without being able to turn off the location features of their phones.

Group 9: Smart Leisure ( 3 Case Studies ) 

Automakers Become Software Companies

1)  How is software adding value to automaker products?

Ø  The eventual system would require the cars feed increasing amounts of information to systems which can minimize highway congestion.

Ø  By using software in automaker products, the products are entering uncharted territory.

Ø  Raise the same privacy concerns surrounding location tracking improve navigation controls, the music and phone features, and also can control the car temperature

2)  How are the automakers benefiting from software-enhanced cars? How are customers benefiting?

  A) Automakers benefiting from software-enhanced cars

Ø  This will enable Ford and other automakers to significantly improve the passenger experience and the automaker can add new features to cars after a few year

  B) Customer benefiting

Ø  Enable drivers to connect their tablets and smartphone to the Sync system to access music and other apps using voice commands

3) What value chain activities are involved in enhancing cars with software? 

Ø  Automobile companies are enhancing their vehicles with onboard software that will improve customer experience and the automaker can manage to car via the cloud

Ø  Ford has doubled its investment in vehicle-to-vehicle communication technologies.

4) How much of a competitive advantage is software providing for automakers? Explain your answer.

Ø  The Ford can analyze how their customer reaction when using the software

Ø  The automakers can interact with the customer by software

Ø  The engineer can also make changes on software with customer feedback

Starbucks

1. Analyze Starbucks using the competitive forces and value chain models.

Ø  Competitor Forces, they pursue a more aggressive product differentiation strategy by using high quality beverage and emphasize to improve their customer service.

Ø  Implementing Wi-Fi technology enabled Starbucks to increase the in-store presence of district managers by 25% without adding extra managers.

Ø  Starbucks using fast-food chains to increase the profit.

 2. What is Starbucks’ business strategy? Assess the role played by technology in this business strategy.

 Starbucks implemented a technology that allows customers to pay using smartphone apps as their business strategy. This app is integrated with the Starbuck Card System which allows regular customers to pay with a pre-paid and rechargeable card at any Starbucks branch.

3. How much has technology helped Starbucks compete? Explain your answer.

Wireless technology enhanced Starbucks’s business process simplification effort. Starbucks district managers use the in-store wireless networks to run store operations and to connect to the company’s private corporate network and system.

Interactive session: People “Should You Use Your iPhone for  Work ?

1)  What are the advantages and disadvantages of allowing employees to use their personal smartphones for work?

Advantage of allowing employees to use their personal smartphones for work:

a) The company does not need to spend their own money on the mobile device

b) Make the business processes easier:

Ø  By using employees’ personal smartphones in work, it will make the business processes more efficient on generating order, submitting order, checking credit, assembling product to ship product

c)  It will help the company’s leverage mobility to become more effective

Ø  Smartphone can connect to the firm existing IT platform and also company system like CRM, which will increase the company mobility.

d) Easy to communicate with customer and senior management

Ø  Employees can directly communicate with customers, it will improve the relationship with customers. In return, it will raise the company profit.

Ø  Senior manager can monitor the work of employee at any time

Disadvantages of allowing employees to use their personal smartphones for work:

a)      Company may face some difficult problem of allowing employees to use their personal mobile device.

Ø  Like security, inventory management, support and integrating mobile devices

b)      Leakage of confidential information of the company to the third party.

Ø  When employees lose their smartphones or their smartphones are stolen by people, the information of the company will leak.

c)      The performance of  employees will be affected

Ø  Because of using their personal smartphones, they may do other things during working period and they will not pay fully attention on their work. The employee may use their phones to online or chat with their friends

d)     Data flowing over networks, steal valuable data during transmission or alter messages without authorization

e)      The security of  smartphones are not stronger than that of computer.

Ø  The data in smartphones will be easier to leak out than that of computer system.

2) What people, organization and technology factors should be addressed when deciding whether to allow employees to use their personal smartphones for work?

          The security, inventory management, support, integrating mobile devices into pre-existing IT functions and systems and measuring return on investment should be addressed when deciding whether to allow employees to use their personal smartphones for work. The corporate IT resources are important for managing and maintaining a large number of devices in an organization. The company’s networks must be configured to receive connections from the employees’ mobile devices and operating system to access the company’s information. When employees make changes to their personal phones, companies need to quickly and flexibly ensure that their employees are still able to remain productive. Firms need an efficient inventory management system that keeps track of which devices employees are using, where the device is located, whether it is being used, and what software it is equipped with. Besides that, company needs to provide adequate technical support for every employee who is using a variety of phones and operating systems. When employees are not able to access critical data or encounter other problems with their mobile devices, they will need assistance from the information systems department. A firm’s software development teams need to have one professional focused on ensuring that new applications will be easily used and useful on smartphones. The applications and software need to be used on mobile devices to connect to the firm existing IT platform and company-wide CRM, SCM, and ERP systems. The mobility experts can make company’s leverage mobility more effective. Companies need to ensure that sensitive or confidential information is secured by using technologies that allow them to wipe data from devices remotely or encrypt data when a device is stolen or missing so that it cannot be used.

3) We agree that allowing employees to use their own smartphones for work will save the company money.

a) Using smartphone to replace stationeries/ assets

Ø  Smartphone is like a mini computer that employees can take notes, review and edit the appointments, contacts and documents in the smartphone without using any stationery.

Ø  Smartphones today have bigger money capacity. With this, employees can easily store files particularly those that are important for the business which means company does not need to purchase assets to store the data

b) Free communication tools

Ø  Employees can connect to the internet for using free communication applications in smartphone such as Wechat, Facebook Messenger and Line that provide free texting, voice messages and video calls to communicate with the customers without any cost.

Ø  Employees also can save costs by using email to send the documents to customers. Many documents that used to be sent through the mail at regular postage rates can be sent by email. These savings add up significantly over time. Money is also saved by the speed of email.

Interactive Session : Technology

UPS Competes Globally with Information Technology

1) What are the inputs, processing and outputs of UPS’s package tracking system?

           Inputs of UPS’s package tracking system is scan bar-coded label attached to a package which contains detailed information about the sender, the destination and when the package should arrive.

           The processing of UPS’s package tracking system is before the package is picked up, information from the “smart” label is transmitted to one of UPS computer centers in Mahwah, New Jersey or Alpharetta, Georgia and sent to the distribution center nearest its final destination.

            The output of UPS’s package tracking system is customers download and print their own labels using special software provided by UPS or by accessing the UPS Web site.

2) What technologies are used by UPS? How are these technologies related to UPS’s business strategy?

             UPS has used the dispatchers in computer center to download the label data and use special software to create the most efficient delivery route for each driver that consider traffic, weather condition and the location of each step. By using the software, UPS estimate it save 3 million fewer gallon of fuel of every year. This technology related to UPS’s business strategy which is best services and lowest rates.

             Moreover, to accomplish business strategy which UPS want to increase cost savings and safety, UPS are train driver to use “340 Methods” to optimize the performance of every task from lifting and loading boxes to selecting a package from a shelf in the truck.

              UPS has also used handheld computer called Delivery Information Acquisition Device (DIAD) which can access wireless cell phone network. Drivers can know their task by handheld, the DIAD has a function which is automatically captures customers signatures.

 3) What strategic business objective do UPS information system address?

 The strategic business objective that UPS information system address were provided best customer services to the customers. Every year UPS spend more than $1 billion to maintain high level of customer services.

                UPS also focus on improve the efficiency of the performance. UPS invest and use a lot of systems or software to increase the company performance. For example, Package Tracking System, UPS using this system to monitor and re-route package throughout the delivery process. The UPS can always improve operational efficiency.

                The others strategic business objective is lower cost. UPS was keeping costs low to compete with competitors like FedEx. By using information system in UPS, it can reduce cost of operation.

4) What would happen if UPS’s information systems were not available?

 If UPS’s information systems were not available, UPS will face some problems. The process of providing information to customer will become slow. The customer cannot receive the information rapidly.

The operation of UPS will also become slow. Because UPS is using technology and information to monitor and control the operation when information system does not available, it will effect to the operation of the organization.

 Moreover, UPS need to spend more on cost. The cost to deliver the product and monitor the performance of driver will increase when information system does not occur.