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(Solved): COM4005 Information Systems in Organisations Case Study Assessment...


Scenario:

Customer Relationship Management (CRM) systems are widely-implemented strategy for managing a company's interactions with customers, clients and sales prospects. They involve using technology to organize, automate, and synchronize business processes-principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. CRM systems describe a company-wide business strategy including customer-interface departments as well as other departments. They include a one-to-one relationship between a customer and a seller and also help keep profitable customers and maximize lifetime revenue from them. Using CRM systems, Amazon.com, Inc. can provide better customer service thus enhances the relationship between the customer and the organization. It also Increases customer revenues, discovers new customers and helps employees to gain an understanding to the customer and anticipate their purchases.


Task 1 (LOs 1, 2 – 1200 words)
Select two different functional areas of Amazon.com, Inc. based on the above scenario and carry out research to answer the following:
a) Explain and justify the information needs of the two selected functional areas. Ensure you include issues such as the inputs required, outputs generated and processing activities undertaken for each functional area.(20 Marks)
b) Compare and contrast the information systems specified in the scenario that the two structural and functional areas could make use of to manage the information that they use.(20 Marks)


Task 2 (LOs 3, 4 – 1200 words)
a) Identify and explain how the information systems are used in one of the functional areas selected in Task 1 to produce management information at middle and senior management levels of the business.(20 Marks)
b) List and comment on the key technical details of the information systems and the business considerations to middle and senior managements of the business.(20 Marks)


Task 3 (LO 5 – 600 words)
Identify and explain the social and ethical issues are linked to the information systems of the business. Does the organisation have a mission, vision and value statement? If so, what is their Corporate Social Responsibility (CSR) strategy?
(20 Marks)

You should conclude with a summary to tie the key points together with any appropriate recommendations supported by evidence and references. An appendix can be used if needed to provide any relevant data (e.g. screen grabs of websites with source web address).



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Task 1

Select two different functional areas of Amazon.com, Inc. based on the above scenario and carry out research to answer the following:

 a) Explain and justify the information needs of the two selected functional areas. Ensure you include issues such as the inputs required, outputs generated, and processing activities for each functional area.

Information needs comprise of facts or expectations that one gets from various sources. They are useful in decision making and in completing specific tasks. Amazon.com, Inc is a big company with many functional areas such as Operations, Personnel, Finance, marketing, among many others.  In this paper, we are going to discuss .....

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