Integrated Case Study: Bandon Group, Inc.

Topics: Customer service, Customer relationship management, Information systems Pages: 5 (1403 words) Published: January 31, 2013
Integrated Case Study: Bandon Group, Inc.
William A. Lee
CIS 511: Enterprise Resource Planning
Dr. Stephen Huber
October 17, 2012

1 - Purpose and Scope of the Study
The Bandon Group intends to have an information system study conducted to determine how they can best use Information Technology (IT) to meet the overall mission, goals and objectives of the organization over the next 3-5 years. The purpose of a Management Information System is to collect, store and process business information and to deliver it to decision makers in a format they can use. Information systems have gone through many changes. Experts currently refer to the current era as the “Customer-Focused Era” of modern computing (Petter & Mclean, 2012). Users expect to receive customized experiences based on their unique requirements. Currently Bandon has decentralized divisions around the country supported by a centralized IT infrastructure. The purpose of the study is to identify how Bandon Group can build a more integrated information system structure that ensures the following business goals: * Standardize business processes and reduce redundancy

* Reduce IT expenses and maximize outcomes associated with IT dollars * Improve data migration and data sharing techniques
* Implement e-business solutions to remain competitive with other copier dealers upgrading to ERP solutions The study will identify the business direction of the organization over the next 3-5 years. It will also identify the collective information needs and business requirements of its regional divisions. Finally the study will identify the current IT situation to help determine the way forward.

2 - Document High Level Business Direction
The goal of management in this study is to clarify the direction and current vision of the organization and identify what IT investments are needed to improve the performance of the entire Bandon Group. It is very difficult to calculate the business value of an IT investment (Masli & Sanchez, 2011). Bandon’s leaders have identified specific data needs that their IT systems should deliver. The organization has commissioned a consulting group to sit down with key manager and identify the vision for the future. In order to continue to be successful and competitive the Bandon Group must unify its regional divisions with a clear business direction and a foundational set of business principles and practices. There is broad agreement on the basic business direction. The Bandon Group wants to target the office equipment market by catering to the needs of businesses with fewer than 25 employees. They want to grow their market share and revenue by $7 million over the next 3-5 years. To accomplish these goals managers have identified several key business initiatives that they believe will lead to expanded business success. First, the group wants to increase it information technology consulting capabilities. The market is moving towards selling information and network based services. A big part of the future lies in being able to help customers come up with solutions that allow them to run their organizations more efficiently and at a lower cost. Second, the group wants to establish better Customer Relationship Management (CRM) capabilities. Loyal customers equal future dollars. The organizations information systems need to give a holistic view of each customer. This will allow sales, support and marketing to take advantage of opportunities in real time. This has always been a philosophy of the Bandon Group. They have focused on building loyalty through superior service to the customer. CRM will build this idea into every piece of data the organizations collets and will allow them to meet the customer’s needs at every turn. Third, the group needs to improve the accuracy and efficiency of billing and collections. An automated, integrated solution that feeds information about system usage directly to a...
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