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Week #7 Participation Assignment
Johan Sebastian Rozo Limas
Westcliff University
Management And Information Systems – Tech310
Elnaz, Khatmi
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Week #7 Participation Assignment
Information System
Explanation and example
An
ERP
oversees
administrative
critical
program
operations
across
that
all
functional areas of a company, with the
objective
of
enhancing
the
company's
efficiency and productivity. This facilitates
improved planning and resource management.
Microsoft Dynamics 365 is a prime example,
used
for
financial,
sales,
service,
and
operational management.
CRM
A system for managing customer
relationships that aims to enhance customer
service, sales, and marketing, ultimately
leading to improved customer management
and process automation. HubSpot serves as an
example in the realm of customer relationship
management, marketing, and sales.
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Assists in the planning, execution, and
SCM
control of operations within a company's
supply chain network, with the goal of
improving the company's efficiency and
productivity. It enables more effective supply
chain
management. SAP
Supply Chain
Management is an exemplar in the field of
supply chain management.
Information systems designed to assist
DSS
managers and other professionals in making
informed, data-driven decisions. Their aim is
to
enhance
decision-making
within
the
company, leading to improved resource
management and strategic planning. IBM
Cognos Analytics is a notable example,
employed for data-driven decision-making.
Manages and oversees data generated
TPS
during a transaction while safeguarding the
information within that transaction. An
illustrative case is evident in the airline's
reservation system.
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Information
KMS
systems
empower
companies to manage products and foster
innovation related to those products and their
associated services throughout their economic
life cycle. The objective is to enhance
knowledge management within the company,
leading to improved resource management and
strategic planning.
An example is Mailchimp, for instance,
employs a knowledge management system to
efficiently organize company documents,
information, FAQs, and more. This system
grants employees’ access to detailed product
and service information, improving customer
service and informed decision-making.
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Answer 1
In the context of a CRM, when discussing successful sales or enhancing customer
relationships, one can cite the example of companies engaged in online product sales. In such
instances, when customers encounter difficulties or issues with their orders and contact the
company's customer service to resolve the problem, the representative uses the CRM system to
access the customer's history. This often reveals that the customer has been a loyal buyer for
several years. Drawing from my personal experience working in Amazon's customer service, I
could access this information to provide the customer with a discount voucher for use in future
purchases. In this way, despite the order's mishap, the company seeks to deliver additional value
to the customer by extending apologies and offering incentives to foster customer loyalty.
Answer 2
The integration of various processes within a business through an ERP system has a
profound impact on daily operations, resulting in substantial time and cost savings by eliminating
manual and repetitive tasks. By incorporating automated processes, the ERP system elevates
operational efficiency, reducing errors due to automation.
Answer 3
An exemplary case of the DSS's significant role in optimizing solutions can be seen in
companies engaged in online product sales. They utilize the DSS system to gather customer
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information from historical data, enabling a deep understanding of customer behavior, preferences,
and needs. This, in turn, allows for the presentation of more personalized product
recommendations to customers, leading to increased company sales through these
recommendations and heightened customer satisfaction.
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References
Guimaraes, T., Igbaria, M., & Lu, M. T. (1992). The determinants of DSS success: An integrated
model. Decision Sciences, 23(2), 409-430.
Klaus, H., Rosemann, M., & Gable, G. G. (2000). What is ERP?. Information systems frontiers,
2, 141-162.
Kuo, R. Z., & Lee, G. G. (2009). KMS adoption: the effects of information quality. Management
Decision, 47(10), 1633-1651.
Larson, P. D., & Halldorsson, A. (2002). What is SCM? And, where is it?. Journal of Supply
Chain Management, 38(3), 36-44.
Rohlf, F. J. (2015). The tps series of software. Hystrix, 26(1), 9-12.
Valcárcel, I. G. (2001). CRM. Gestión de la Relación con los Clientes. Fc editorial.