Case Study

Topics: Customer relationship management, Enterprise resource planning, Customer service Pages: 5 (1666 words) Published: February 12, 2013
Module 7 Case Study 2: Transforming customer service for BRANZ Ltd. Abstract
Porter’s value chain describes a comprehensive format of creating value within any business venture. It explains how to alter business inputs into outputs that are of greater value than the initial cost of creating the same outputs. According to Michael Porter, analysing the chain of activities in any organization will be of more value to the output and services compared to the summation of the cost of these activities. This will eventually lead to gaining of marginal value for the commodity or service. Initially, BRANZ Ltd used a form of technology, an application known as Projtrack, in an inconsistent manner by the employees. This application was administration oriented hence the organization was not able to keep track of the unified view of customers. As such, with the various channels they were using initially to get to the customers, they were throwing away potential clients as they were unable to detect the valuable customers. On realising the losses they were incurring, they decided to implement a new application called Microsoft Dynamics. This is an off-the-shelf Customer Relationship Management system that is more customer oriented than administration oriented. The results were impressive as the organization was able to realise new opportunities as well as improve the sales while retaining valuable customers. Business Intelligence systems are information systems that engage business intelligence tools to deliver information. Business intelligence is the information comprising of trends, patterns and relationships on customers, employees, suppliers and business partners. This useful information can be used anytime as it can be stored, hence it would be an indispensable tool for BRANZ Ltd to evaluate itself from time to time. This makes it easy for any organization to detect its shortcomings and make necessary adjustments sooner than later. Module 8 Case Study 1: IS Consultant

Several steps are involved in the development of an Information System. The analysis step is the initial and is vital during its development. It refers to observing the organization or system and determining the manner in which information is handled within the premises. The feasibility study is another vital phase where the possibility of developing a system at a reasonable cost is determined. The study contains the general requirements of the proposed system in which case the CEO is looking forward to have a say in the market by being competitive, increase the profits while reducing transaction costs. Thereafter, a system has to be designed. The design involves an outline on the outputs, inputs, file design, hardware and finally the software to be used. After the design, a number of tests need to be done on the system to determine its potential and applicability. Normal data is used first to determine how it works. Later, data containing errors is used to see if the system will fail. Finally, large amounts of data are used to determine how the system can cope. System response and processing time should be within certain acceptable limits. There is the implementation of the system by direct implementation and parallel running. The direct implementation is less costly in effort and time as compared to parallel running. Finally, we have the documentation phase where user guides and technical documentation are done. Outsourcing software development has its advantages and disadvantages. The advantages are that it is cost efficient, the outsourced companies meet the deadlines, specific companies have specific skills hence are effective and professional. The disadvantages of outsourcing include the need for permanent management, there can be growth disappointment in a case where the requirements are not met, clients might not know exactly what a company needs and also prestigious information of a company may not be unique to the company. Module 8 Case Study...
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