Running head: CORPORATE IT 1
PROJECT PLAN 5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may accrue to corporate IT because of a poor customer care service offered to the clients, as well as indicating the role of good customer care service in improving the sales and talking to managers working in corporate IT sector to identify their views on this subject matter. The reason for the study was to achieve a far reaching comprehension of the components corporate IT impact in the organizations that are spoken to by their relations with their suppliers, merchants, merchants and clients on the gauges that are identified with client benefit as respects the nature of administration. The study depended on an extrapolation and a finding of the present circumstance of corporate IT, an examination of its responsiveness to prerequisites of its encompassing surroundings, and elevating the viability by which the administration reacts to various difficulties, particularly in enhancing the business administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and authoritative ideas that have developed in corporate IT in the course of the last couple of decades, the shape and nature of association with suppliers and customers in equivalent measure has changed towards more collaboration for an arrangement of a sound client benefit relationship between the gatherings included. With an end goal to diminishing the costs included, the principle look into question was figured. What is the impact of a fruitful corporate IT in enhancing client benefit (Shoghari, 2016).
Hypothesis
There is no statistically significant effect that lies between corporate IT variables on customer service; this is the first significant hypothesis that the study intends to test. The factors incorporate its association with suppliers, association with merchants and wholesalers. The second theory is; there is no measurably critical contrast between the normal reactions of those questioned about the effect of corporate IT on client benefit because of individual factors like sexual orientation age, training and years of administration or capability. For this study, we will base the project on the first hypothesis as mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the correct identification of a superiority client. The scen ...
1. Running head: CORPORATE IT
1
PROJECT PLAN
5
CUSTOMER SERVICE: PROJECT PLANAbstract
The study sought to identify some of the challenges that may
accrue to corporate IT because of a poor customer care service
offered to the clients, as well as indicating the role of good
customer care service in improving the sales and talking to
managers working in corporate IT sector to identify their views
on this subject matter. The reason for the study was to achieve a
far reaching comprehension of the components corporate IT
impact in the organizations that are spoken to by their relations
with their suppliers, merchants, merchants and clients on the
gauges that are identified with client benefit as respects the
nature of administration. The study depended on an
extrapolation and a finding of the present circumstance of
corporate IT, an examination of its responsiveness to
prerequisites of its encompassing surroundings, and elevating
the viability by which the administration reacts to various
difficulties, particularly in enhancing the business
administration and client benefit.
Table of Contents
2Abstract
Research Problem
4
Hypothesis
4
2. Background
4
Objectives
5
Methods
6
Data and Execution
7
Results and discussions
8
Trend of reduced customer satisfaction
8
Communication system
8
Products flow
9
Managing the internal operations effectively
9
Effectiveness of the research
10
Conclusion
11
Research Problem
Since there is a considerable measure of establishments and
authoritative ideas that have developed in corporate IT in the
course of the last couple of decades, the shape and nature of
association with suppliers and customers in equivalent measure
has changed towards more collaboration for an arrangement of a
sound client benefit relationship between the gatherings
included. With an end goal to diminishing the costs included,
the principle look into question was figured. What is the impact
of a fruitful corporate IT in enhancing client benefit (Shoghari,
2016).
Hypothesis
3. There is no statistically significant effect that lies between
corporate IT variables on customer service; this is the first
significant hypothesis that the study intends to test. The factors
incorporate its association with suppliers, association with
merchants and wholesalers. The second theory is; there is no
measurably critical contrast between the normal reactions of
those questioned about the effect of corporate IT on client
benefit because of individual factors like sexual orientation age,
training and years of administration or capability. For this
study, we will base the project on the first hypothesis as
mentioned above.
Background
A corporation’s expertise contributes a pivotal role in the
correct identification of a superiority client. The scenario where
someone else tells a company about how the customer behaves
cannot apply and should not be expected, when such a situation
occurs it does not necessarily mean the death of the particular
institution or company by reason of lack of experience. In
situations where customer service is lacking the company deal
with it through developing skills to get involved in various
types of clients and through technical training (Customer care,
2014)
The achievement in managing the customers will require a few
exercises like Identifying customer, concentrate every customer
identity independently, managing prominent customers in a few
classifications, and confronting troubles in comprehension the
customer's identity. A sharp take a gander at the points of view
recorded, it will be basic to express that a client relationship
administration framework is vital for an association (Shoghari,
2016). CRM framework comprised of the recorded view and
investigation of all the gained clients and potential clients; it
4. also contained every client's points of interest making it simple
to track a client and decide a client's gainfulness. The third
element about great client relations is that clients can be
assembled into as indicated by the diverse angles like their kind
of business and their physical area.
Objectives
In corporate IT, a company’s management of how customer
service is offered and effected to the different parties that
interact with the company requires that the availability of set
objectives to be involved so as to see the completion of the
company’s functions. The significance of this viewpoint to the
organization is to amplify the estimation of the items and
administrations, which are accessible from the point of view of
each planned and would-be client. The objectives of corporate
IT to customer service should be based on maximizing value of
the company to the customer’s perspective through activities
such as:
i. Identification of the needs and desires of the customers,
factors which influencing these needs and the reasons behind
each customer’s preference to strategize on how they can
convince them and guarantee the consumers the full
satisfaction.
ii. Develop a manageable communication system which will aid
communication network flow from a corporate bodies to the
customers..
iii. Plan for the managing of flow of goods and services from
the customers, such elements may include, returning of damaged
products. In the same capacity corporate IT should ensure that
transfer of goods from the company to the customers has been
reduced to a minimum.
The second objective of corporate IT towards customer service
5. is how it will manage its internal operations effectively so that
it ensures that there is a smooth integration of all parties in the
supply chain of the company, the following activities should be
considered.
i. Setting in place schemes to control its entire stock that has
capacity to suit the alignment among customer orders and the
production rate in the business.
ii. The corporation should be yearning to offer very controllable
systems, which permit for changes in the customers system
management.
iii. Corporate IT should put in place policies that seek to alter
the corporation’s assessment towards employees in the
company’s resource chain management, the main purpose here
is to change from a company that only deals with the provision
of production supplies, to partners capability of renewing price
of the firm’s resources and services.
iv. Confirm the organization's dedication in connecting with
clients and suppliers in creating existing items, or new items for
accommodation to the pertinent markets.
Methods
The researcher was conducted on a practical side a set of
scientific steps that are aimed at achieving the objectives of the
research as set, the purpose is to responses, which are elevated
and establish the hypothesis. The study began by amassing
information through the distribution of questionnaires on the
targeted population or market; this should target companies that
have adopted or using IT in their departments (Shoghari, 2016).
The whole process of data collection took two months, this is
6. since the researcher went over and checked every questionnaire
personally and answer to the interviewees questions.
Questionnaires that did not meet the scientific conditions as set
by the researcher were excluded from the study; the motivation
behind this is to ensure that precise and legal information.
The study sample consisted of workers that deployed in data
recovery and
Solution
s Company in the state of California, and their clients or
customers. 90 questionnaires were distributed, and amongst
this, 70 were answered correctly and the response rate was
recorded at 80.5%, only this qualified to be analyzed for the
research. After a keen examination and analysis of the
questionnaires and none of the questionnaires left was quitted
since they need unavoidable circumstances and therefore, the 70
questionnaires analyzed is what the research was based on.
Data and Execution
In the first hypothesis that the research tested, there were zero
traces of a connection, which was inconstant with suppliers on
customer, care service. In order to verify the hypothesis used to
study the result of the association present between contractors
on customer care service. At the point when the information has
7. been keyed and the test directed to concoct the outcomes the
thought is that; when the potential estimation of the variable
relationship tried is equivalent to 0.0, the association with the
suppliers is a compelling variable on client benefit (Shoghari,
2016). The translation that can be determined once such a
relationship has been found to exist is that the effect of
association with suppliers on client administration to the
significance of the coherence of the relationship depends on
trust and responsibility. At the point when great client
administration is given center, the organization can obtain data
from suppliers about the market circumstance, conditions that
are accessible for offer, request and the value patterns for
utilization. Great client administration depends on information
of the customers and client's needs and desires at the onset of
the principal engagement and a comprehension and addressing
of the requirements and desires at the earliest opportunity
through a sound association with the suppliers.
Results and discussions
Trend of reduced customer satisfaction
On carrying out the study, it was evident that the customers
were not satisfied with the services that were offered in the
organization. The problem in satisfaction came from the fact
that the organization did not prioritize on the needs as well as
the desires of the customers during their service provision. As a
8. way of solving this issue, the research found out that carrying
appropriate customer survey to identify their preferences was
necessary. The surveys could be done through online platforms
like Facebook, company website and by mailing all the
organizations customers. Through this, the preferences of
different customers will be noted and appropriate services based
on the results given by the customers.
Communication system
The instruments that were used for communication in the
organization were found to be ineffective and this lead to a lot
of insufficiencies in the way that information tricked down from
the management of the organization to the customers served.
Additionally, the customer online portal was also found to be
slow and this led to a lot of insufficiencies’ in the way that
customers communicated with the management. The result of
this was slowed response from the customers and a delayed
feedback from the management to the customers. To improve on
the company’s communication, it would be effective if the
company could employ the best strategies in the market and
improve the flow of information from its customers to the
management. Improving the control could be done by creating
chatrooms that will provide room for the customers to pass on
their issues with the management. Through the chatrooms, the
organization will be in a position to get the best strategies that
9. could solve the issues identified by the customers from their
interactions.
Products flow
The process of taking back damaged goods from the customers
as well as making claims for late deliveries was also found to be
highly ineffective in the organization. The plan that was
adopted was not effective enough to handle all the products that
the organization handled and this meant that the organization
needed to develop effective strategies to upgrade the way that
goods were handled in the organization. To improve on the way
that the customers take back the damaged products, it will be
proper for the organization to a round the clock response team
that will handle such cases. This team is supposed to act
immediately and address any issues that might be raised by the
served clients. By doing this, the response time will be
significantly reduced and the results will be positive to both the
organization and the customers served. Again, reducing the
clients served by the organization could solve this problem.
Managing the internal operations effectively
There are a number of practices that could be developed to
improve the way that the internal operations of the organization
are carried. In this, the best way will be incorporating IT in the
whole process of managing the flow of internal operations in
10. the organization that could be effectively done through the
following. The organization could come up with effective
control schemes that will take chare of the organizations stock
thus making sure that no shortages are recorded. This strategy
will solve the issue of stock shortages and solve the problem
that is brought about by inappropriate recording that has been
evident in the organization. Labor costs will also be highly
reduced by embracing IT in the organization. Human error will
be highly decreased when the organization embraces IT in most
of its operations and the result will be increased efficiency in
the organization.
To perfectly diffuse the changes evident in the customers served
by the organization, getting in place different controllable
system will be the most effective thing that could be offered by
IT to take care of this problem. Additionally, coming up with
appropriate policies that will wit no doubt influence different
departments of the organization will be effective in offering
solutions to most of the problems experienced in the
organization. Finally, it was found that, it would be effective
for the organization to create a communication network that
would improve the relationship between the customers and the
management and be in a position to discuss issues that affect
their operations.
Effectiveness of the research
11. The results of this research are important, as they will guide the
organization from its current state towards achieving a better
state by providing solutions to most of the issues that have been
affecting the organization. Through the research, the value of IT
applications in organizations will be identified and how
significant it may be to the organization also discussed. To get
better results from the study, it would have been good to
include a section that will discuss the extent of effectiveness of
IT application to different issues in the organization. Generally,
the research was detailed and it offered conclusive results based
on the available information.
Conclusion
A successful management of supply chain in a company in terms
the relationship between its elements will lead to an increased
market share, for example profits. There is need for the
complete integration of all its operations will achieve very
remarkable and intense enhancements in the inclusive
performance procedures like price cost, value and the speed
care of service. The mechanism that is obtained by this
successful integration is what leads to an increased market
share.
12. Reference
Information Technology Industry Problem Solving (n.d)..
Retrieved from:
http://www.kepner-tregoe.com/problem-
solving/industries/information-
technology/
How to Write a Research Plan (n.d.). Retrieved from:
http://www.uta.fi/cmt/en/doctoralstudies/apply/Tutkimussuunnit
elmaohjeet_EN[1].pdf
Shoghari, R. Abdalla, K. (2016). The Impact of Supply Chain
Management on Customer
Service
(A Case Study of Lebanon) Retrieved from:
http://article.sapub.org/10.5923.j.mm.20160602.03.html
THE CIO I N S I G H T RESEARCH STUDY
Information Governance's
Big Payback
13. Thinking about information governance? Think about
"information resourcemanagement," too. This term, long used in
the public sector to describe the
IT function, gets to the heart of an often overlooked insight:
Information is a re-
source to be managed for maximum value, be it for the business,
or public, good.
Unfortunately, according to this
month's CIO Insight study on informa-
tion governance, corporate America's in-
formation resources need much better
management. Users are skeptical about
the quality and rehability of their com-
pany's data, and frequently complain
that they aren't getting the information
they need. It appears that most customer
information simply gathers moss.
How much better off would compa-
nies be if they could manage this infor-
mation more effectively? That's where
information governance comes in, and
14. makes the old concept of information re-
source management real. Only one in
three respondents' companies has an
effective information governance pro-
cess, but according to our results, compa-
nies that are effective fare much better
at using information for business advan-
tage, improving business processes, and
boosting productivity and profitability.
CIOs don't have all the answers yet
on the mechanics of how information
governance should work, but it's clear
say their company is highly effective at processing and using
information for business advantage.
say their business users complain they are not receiving the
information they need.
28%
say the quality, usability and accessibility of their internal
structured data is excellent.
of companies have an information governance process.
15. good information governance brings
bottom-line benefits: Fifty-nine percent
of companies with an information
goverrance process say they are very
effective at using financial information
to improve profitability, compared with
42 percent of firms that lack governance
processes. With a payback like that,
companies can't afford to overlook infor-
mation governance. —Allan Alter
FINDING
Just two-thirds of executives say creating and using information
is one of their company's
strengths. Given how deeply companies havecometodependon
their information systems,
that percentage seems low. Clearly, iT executives feel there is
room for improvement; they rated making better
use of information among their top business priorities in our
April "CIO Role" survey But where are they lagging?
16. 1.1 My company is highly effective at processing,
understanding and using the information ^'^°^
we collect for business advantage.
less than $ioo million Sioo - $999 million ($1 billion or more
Agree
Disagree
53% of financial
firms 5ay
they are very
effective.
48% of manu-
facturers say
they are very
effective.
1.2 My company is very good at using information to improve
business processes.
Agree
17. Disagree
total
63%
38
I less ttian Stoo million I $ ! • • - $999 miilion $1 biliion or
more
62%
38
57%
43
73% I
27 I
F I N D I N G
Howdocompaniesbenefit most from their information? By
18. cutting costs and improving
customer satisfaction. But harnessing information for growth
strategies such as cross-sell-
ing and improving profitability is much more difficult, as is
improving business processes, speeding uptime
to market and improving supply chains. There is much to gain
by tightening up information management.
2.1 The way my company collects and uses customer
information is very effective at
achieving the following results:
Improving customer satisfaction
Retaining more customers
Attracting new customers
Increasing customer profitability
Cross-selling products and services
total
19. 73%
52
46
43
My company is highly effective st processing, understanding
and
using the information we collect for business advantage,
agree 0 disagree
S0%[
2.2 The way my company collects and uses financial
information is very effective at
achieving the following results:
N-Z59
My company Is highly effective at processing, understanding
and
using the information me collect for business advantage.
21. 71%
69 C
57% I
57 I
57 C
52 C
49 C
40 [
16
21
2.3 The way my company collects and uses business process
information is very effective at
achieving the following results:
N-247
22. My company is very good at using information
to improve business processes.
Reducing the cost of doing business
Improving quality of products and services
Collaborating with customers and suppliers
Improving supply-chain performance
total
68%
62
51
I agree I disagree
Improving speed t o market 27
76% 1
23. 681
58 I
33 I
331
49% C
49 [
34 [
18
14
www.cioins)ght.CDm
FiNDING
Few companies excel across the board at producing and using
24. high-quality information.
Even respondents who claim to be "highly effective" at creating
and using information
have many areas of weakness—in particular, handling
unstructured data. Why? Users feel they don't have
access to the information they need, while executives worry
about the trustworthiness of the data and
what kinds of information actually has value for users. Simply
shoving more and more information into
the network isn't sufficient.
3.1 What percent of your company's data is structured? What
percent is unstructured? ^^^°'
Only 4 percent
of respondents
rated their data
excellent in all
four areas.
30. 50% of non-
computer
manufactur-
ers and 44%
of healthcare
organizations
agree.
3.6 At my company, it is clear who is responsible for the quality
of information obtained
from suppliers, customers and other outside sources.
My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
I agree I disagree
Agree 31%
Disagree 45 33 69 C
N-299
www.ciomsight.com
31. Just 45% of
smaller com-
panies have an
information
governance pro-
cess, compared
to 68% of large
companies.
Respondents
claiming an
effective infor-
mation gover-
nance process
are far more
likely to say they
are adequately
covered.
FINDING
Oniy one in three companies has an effective information
governance process. Information
32. governance involves establishing rules and decision-making
rights for the creation, collec-
tion, analysis and use of information; it answers the question
"what information do we need, and who is
responsible for it?" But many companies lack an information
governance process, especially for external data,
and often the processes they do have aren't effective. Clearly,
there's a lot of work to be done in this area.
4.1 Does your company have an information governance
process? N.290
• My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
total I agree # disagree
Yes 59% 40K
No 48 41C
33. 4.2 What kinds of data are covered by your company's
information governance process? N.147
I agree
- My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
# disagree
Internal structured data
External structured data
Internal unstructured data
External unstructured data
99% 98% C 100% C
59
66
34. 36
63 L
69 C
381
4SL
58 [
32
4.3 My company's information governance process is highly
effective. N-141
- My company is highly effective at processing, understanding
and
using the information we collect for business advantage.
total • agree I disagree
Agree
35. Disagree
67% 78% I
33 22
37% I
63 C
4.4 How well are the following covered by your company's
information
governance processes?
N-HS
total
adequately covered inadequately covered # not covered
Information security and privacy
Information access and usage rights
Information architecture and structure
36. Information strategy (including its
alignment with business strategy)
Information storage and deletion policies
Information quality (i.e., accuracy,
completeness and timeliness of data)
83% C
81C
70
67
6S
63
16%
17
37. 24
30
30
6 1
3L
K I 341
How the survey was done: CIO Insight editors designed the
2006 Information Governance Survey together with Equation
Research, LLC
(www.equationresearch.com), an Estes Park, Colo.-based
supplier of custom research services. IT executives gathered
from Ziff Davis
Media publication lists were invited to participate in the study
by e-mail. The questions were posted on a password-protected
Web
site, and 325 qualified respondents (113 from companies with
revenues in calendar 2005 below Sioo million, 139 from
companies with
revenues between $100 million and $999 million, and 73 from
38. companies with revenues of Si billion or more) replied from
February 28
to March 19,2006. Of the respondents, 63% percent were ClOs
or CTOs, and the rest held titles of vice president, senior vice
president,
executive vice president, or global or managing director of IT.
www.cioinsight.com
Information governance is important in practice, not just in
theory. Across the board,
companies with an information governance process are more
effective at collecting
and processing information, providing higher-quality data, and
getting morevaluefrom their informa-
tion—often by large percentages. Yet even when such processes
are in place, many companies still have
a long way to go.
At companies
39. that do not
have a highly
effective infor-
mation gover-
nance process,
72% and 79%,
respectively,
say the quality
of their internal
and external
unstructured
data is fair or
poor.
5-1 How would you rate the quality, usability and accessibility
of the following kinds of
data at your company?
. ^ 1 , _ _ _ ^ ^ _ information governance
I 1 I ~ process is highly effective
fxcellent or good fair or poor excellent or good fair or poor
Internal structured data
40. External structured data
Internal unstructured data
External unstructured data
60
54
80
-—HI • 1
40
46
43
J t
5.2 The way my company collects and uses customer
information is very effective at
achieving the following results:
I Does your company have an information governance process?
44. Improving supply-chain performance 28 35 E
Improving speed to market 27 35 E
www.cioinsight.com
Weekly tasks or assignments (Individual or Group Projects) will
be due by Monday and late submissions will be assigned a late
penalty in accordance with the late penalty policy found in the
syllabus. NOTE: All submission posting times are based on
midnight Central Time.
Research has little value if there is no analysis of the results to
help formulate a solution to the original problem. The
information gathered must be examined and properly analyzed
to understand the results. This analysis must be appropriate for
the type of research performed, and an action plan should be
created based on the results of the analysis.
For this assignment, you will continue work on the project with
an analysis of the research results. You will use the results
(along with other relevant information) to formulate a solution
45. for the problem that you identified in Week 1. You will provide
justification for the proposed solution based on the research
results. You will also include a project plan for the proposed
solution with a time line, required resources, and estimated
cost. Finally, you will provide a cost–benefit analysis of the
proposed solution.
The project deliverables are the following:
· Update the Information Technology Problem Analysis
document title page with a new date and project name.
· Update the previously completed sections based on
your instructor's feedback.
· New Content: Project Execution
· Proposed
