Chapter #11- customer Relationship Management

1.Compare operational and analytical customer relationship management.

  Operational CRM: Supports traditional transactional processing for day-to-day front-office       operation or system that deal with the customers.

Analytical CRM:Supports back-office-operations and strategic analysis and includes all systems that do not deal directly with the customers.

2.Identify the primary forces driving the explosive growth of customer relationship management.

The primary forces driving the explosive growth of CRM include automotive efficiency or competitive advantages.

3.Define the relationship between decision making and analytical customer relationship management.

Analytical CRM solutions are design by dig deep into a company hystorical customer information and expose pattern in customer info collect

Chapter #9 - Enabling the Organization- Decision Making

What is Artificial Intelligence (AI) :

 is the intelligence of machines and robots and the branch of computer science that aims to create it. AI textbooks define the field as "the study and design of intelligent agents" where an intelligent agent is a system that perceives its environment and takes actions that maximize its chances of success. John McCarthy, who coined the term in 1955, defines it as "the science and engineering of making intelligent machines."AI research is highly technical and specialised, deeply divided into subfields.

  Expert System – computerized advisory programs that imitate the reasoning processes of experts in solving difficult problems.

An example of expert system in terms of medical…this basic tasks are carried out by medical expert system which is diagnosis, prognosis, treatment, monitoring. In terms of treatment, the patient or physician could access the system through internet. From here, the user could choose from the choice of patient’s databases or patience disease database. Each database would perform the particular task, either from diagnosis module or prediction module. Then the user will received the feedback through internet so that the treatment can be performed. 

 

 Neural Network – attempts to emulate the way the human brains works – fuzzy logic – a mathematical method of handling imprecise or subjective information.

An example of neural network which is bank loans….imagine a highly experienced bank manager who must decide which customers will qualify for a loan. His decision is based on a completed application form that contains ten questions. Each question is answered by a number from 1 to 5 ( some responses may be subjective in nature). If we had a large number of loan applications as input, along with the manager’s decision as output, a neural network could be ‘ trained’ on these patterns. The inner workings of the neural network have enough mathematical sophistication to reasonably simulate the expert’s intuition.

Super gorgie gadget !

Chapter #8 - Accessing Organizational information -Data Warehouse

1) Desribe the roles and purpose of data ware-houses and data marts in an organization.

 
The purpose of the Data Warehouse in the overall Data Warehousing Architecture is to integrate corporate data.  It contains the "single version of truth" for the organization that has been carefully constructed from data stored in disparate internal and external operational databases.
The amount of data in the Data Warehouse is massive.  Data is stored at a very granular level of detail.  For example, every "sale" that has ever occurred in the organization is recorded and related to dimensions of interest.  This allows data to be sliced and diced.                                                               

2)Explain the relationship between business intelligence and a data warehouse   

Many of the tool vendors who sell their products or softwares call it business Intelligence software rather than Data warehousing software. so what is it? Business Intelligence is a term commonly associated with data warehousing. Business Intelligence is a generalized term where a company initiates various activities to gather today's market information which also includes about their competitor. Today's business Intelligence systems are contrasted to more classical way of information gathering in mining and crunching the data in the most optimal manner. In short we can say BI simplifies information discovery and analysis. In this way the company will have a competitive advantage of business and intelligently using the available data in strategic and effective decision making. it has the ability to bring disparate data under one roof  with a meaningful information and ready for analysis.


Business intelligence usually refers to the information that is available for the enterprise to make decisions on. A data warehousingsystem is the backend, or the infrastructural, component for achieving business intelligence. Business intelligence also includes the insight gained from doing data mining analysis, as well as unstructured data (thus the need fo content management systems).
Let me give the path of Data warehousing. All the source data from disparate sources are used to load/Stage data. Different sources can be flat files, another database or some other process. The starting point of the Data warehouse should extract the data in order to load into its environment.This is extracting. This data may not be the expected format or size. your business demands are different or your organization business requirements are different. So the business process has to modify the data or better word is to transform the incoming data to meet requirements and objectives. This is called Transformation. Once every slicing and dicing of the data is done along with applied business rules, this data is ready for loading into the target tables. This process is called Loading. So overall till now we have done Extraction, Transformation and Loading. In short we call this ETL. There are lot of tools available in today's market which does help in achieving the ETL process. Once this data is loaded in to the database, this is ready for next processing. We call that database as Data warehouse database. The next process could be building of datamarts or directly reporting from it. There are lot of tools/software available for reporting/analysis. Some call it business reporting or analysis tool. But if you see the whole process has intelligence involved in business. we can call this or the gurus call it Data warehousing and the system involved from end to end is called business intelligence system.

Chapter #7- storing Organizational Information -database

1) Define the fundamental concepts  of the relational database model.

  

 A database can be understood as a collection of related files. How those files are related depends on the model used. Early models included the hierarchical model (where files are related in a parent/child manner, with each child file having at most one parent file), and the network model (where files are related as owners and members, similar to the network model except that each member file can have more than one owner).
The relational database model was a huge step forward, as it allowed files to be related by means of a common field. In order to relate any two files, they simply need to have a common field, which makes the model extremely flexible.                           

 

2) Evaluate the advantages of the relational database model.

The popularity of the relational database approach has been apart from access of availability of a large variety of products also because it has certain inherent advantages.

1. Ease of use: The revision of any information as tables consisting of rows and columns is quite natural and therefore even first time users find it attractive.

2. Flexibility: Different tables from which information has to be linked and extracted can be easily manipulated by operators such as project and join to give information in the form in which it is desired.

3. Precision: The usage of relational algebra and relational calculus in the manipulation of he relations between the tables ensures that there is no ambiguity, which may otherwise arise in establishing the linkages in a complicated network type database.

4. Security: Security control and authorization can also be implemented more easily by moving sensitive attributes in a given table into a separate relation with its own authorization controls. If authorization requirement permits, a particular attribute could be joined back with others to enable full information retrieval.

5. Data Independence: Data independence is achieved more easily with normalization structure used in a relational database than in the more complicated tree or network structure.
 

6. Data Manipulation Language: The possibility of responding to ad-hoc query by means of a language based on relational algebra and relational calculus is easy in the relational database approach. For data organized in other structure the query language either becomes complex or extremely limited in its capabilities.

  3)  compare relational integrity constraints and business- critical integrity constraints

There are two types of integrity constraints: (1) relational integrity constraints and (2) business-critical integrity constraints.

Relational integrity constraints are rules that enforce basic and fundamental information-based constraints.

Business-critical integrity constraints enforce business rules vital to an organization’s success and often require more insight and knowledge than relational integrity constraints.

 

 4) describe the benefits of a data- driven website

the benefits of a data-driven websites is .....

• Enabling many (potentially non-technical) users to provide content for the website. Users can publish articles on the website without needing to FTP them to a web server.
• Shopping cart
• You can provide advanced search functionality that enables users to filter the results based on a given field. They can then sort those results by a field - say "Price" or "Date".
• Customized homepage
• You can allow your users to perform tasks such as registering for a newsletter, post questions to your forums, provide comments on a blog, update their profile, etc.
• Integration with corporate applications such as CRM systems, HR systems etc
• Much more

Chapter #5 the differentiation of CIO,CTO, CSO,CPO,CKO

    1. Chief Information Officer (CIO)

is responsible for overseeing all uses of information technology and ensuring the strategic alignment of IT with      business goals and objectives. The CIO often reports directly to the CEO. Functions usually include Manager, Leader, and Communicator.

   2. Chief Technology Officer (CTO)

is responsible for iensuring the throughput, speed, accuracy, availability, and reliability of and organizations information technology. CTOs have direct responsbility for ensuring the efficiency of IT systems throughout the organization. They have knowledge of all aspects of IT, Including hardware, software, and telecommunications.

  3.  Chief Security Officer (CSO) 

is responsible for ensuring the security of IT systems and developing strategies and IT safeguards against attacks from hackers and viruses. CSOs possess detailed knowledge of networks and telecommunications because hackers and viruses usually find their way into IT Systems through networked computers.

  4.  Chief Privacy Officer (CPO) 

is responsible for ensuring the ethical and legal use of information within an organization. CPOs are the newest senior executive position in IT.

  5.  Chief Knowledge Officer (CKO) 

is responsible for collecting, maintaining, and distributing the organizations knowledge. The CKO designs programs and systems that make it easy for people to reuse knowledge. CKO must continuously encourage employee contributions to keep the systems up to date.

    

The greatest problem between business personnel and IT personnel is that there is a gap of effective communication between both departments. A communications gap often exists between both departments because business personnel usually have their own vocabulay based on their experience and expertise and IT personnel have there own vocabulary which consist of acronyms and technical terms.

Chapter #4 -The efficiency and effectiveness using Facebook in IT metric

Doing Business online using Facebook is the most  efficiency and effectiveness way, this is because it was the easy way for the customer to view about our products detail just by liked our page.The product also can be purchase by reserved the product and bankin the money.

Chapter #3-Business process re-engineering

  Business process re-engineering is the process where analysis and redesign the workflow within between the enterprise.This workflow is most systematic ,disciplined improvement approach that critically examines, rethink ,redesign and implements the redesigned process of an organization . (BPR) goals is to achieve dramatic improvement in performance in areas important to customer and other stockholders .

Use of Business Process Re-engineering

#Can save a company which is running at a loss.
#By changging the presents proces through BPR a losing business can make profit.
#Can find new business dimension
#Improves quality in service delivery and customer satisfaction.
#Bpr will open new dimension into the existing business
#Overall change could enchance the performance of the business

(Q4)

Question 4: Describe the value chain of the business of using cell phones as a payment method.

Mobile payment is a part of the mobile transactions and is catching the imagination of a lot of people.In the last post,this is the consumer issues. Now I am going to talk about the emerging business models in the mobile payment space and the pros and cons of each of the model.

In any payment mechanism, the key entities of the value chain are 

   

1. Merchants – accept payments from the consumers by reading the card at the Point of Sale (PoS) machine
2. Acquirers – hold merchant accounts and manage merchant payments
3. Payment networks – Connect and switch transactions between merchants & issuing banks
4. Issuers – manage consumer accounts and also take the associated risk
5. M-Wallet/Stored Value Account  – Issue and provisioning of the mobile wallet (only if case mobile payments) 
   
   

Chapter #2 case: Say "charge it' with your Cell Phone (Q3)

 QUESTION 3 :

Which of Porter's 3 generic strategies is the new technology following?

Differentiation of Porter's 3 generic strategies is the new technology.This generics strategies can create competitive advantages by distinguish their product on one or more features important to their customers. This relate with the using of latest cell phone nowadays.This also have a unique features that benefit you  and may justify price difference or stimulate demand. For example: I-care from Proton.

This 2 years old kids with his gadget!

 7 months Adam !

 1 years and 5 month Adam !

Ndroid V Apple .. blackberry ????? hahaha

Dulu, Kini dan selamanya

Chapter #2 case:Say "charge it" with your Cell Phone (Q2)

QUESTION 2:

 Using the Porter's Five forces describe the barriers to entry for this new technology

By using this Porter's five forces  it will describe you the barriers that may occur in this update of world technology. First is the treat of substitute products and services. For example,from the case where the company substitute the credit card into a cell phone , the barriers is it's may be not fulfill the customer satisfaction. As some customer more prefer the easy way to purchase something. Next is,buyer power. The power of buyer is quite complicated as it was depends to the buyer by making choices either they want to choose the traditional phone or the cell phone. This is due to the easy way on how to use the product this century. Lastly is treat of the new entrance. This may exist due to the new product that entrance our industry and compete with other product which is give good application to our benefits.For example Apple, HTC, Samsung and etc. this mobile company is produce different product with its own creativity and benefits.

Chapter #2 case:Say "charge it" with your Cell Phone. (Q1)

QUESTION 1:

  Do you view this technology as a potential threat to traditional telephone companies ?if so ,what counter strategies could traditional telephone companies adopt to prepare for this technology?

    Yes i do agree as the potential treat to the traditional telephone companies because from the case it will be simply to people who are wish to get those stuff. So, the counter strategies  are the company that need to prepare the promotion of the traditional phone due to increase the demand of the traditional phone. Second, the companies is responsible to improve the design and the application as to increase the product demand among the country.

Technology in me .....

#2 Identifying Competitive Advantage

This second chapter is explain why competitive advantages are typically temporary.Its also list and explain each of the 5 forces Model.Furthermore,its also compare porters three genetic strategies and describe the relationship between business process and value chain.This five forces model are #1:Buyer Power, #2:Supplier Power#3:Threat of substitutes products or services, #4:threats of new entrants and #5:Rivalry among existing companies.This Five Forces model can be easily know using above mind map.

#1:BUYER POWER,is a high when buyers have many choices of whom to buy  and Low  when their choices are few .This is to reduce buyer power and create competitive advantage in an organization to make it more attractive to buy from the company not from the competitors.Its is the best IT-based practices.

#2:SUPPLIER POWER,it will high when buyers have few choices of whom to buy from. It is low when their choices are many.It is best practices of IT to create competitive advantages. For example business to business market place-it is private exchange allow a single buyer to posts it needs and then open  the bidding to any supplier who would care bid. 

       suppliers >> Organization >>Customers

#3:THREAT OF SUBTITUTE PRODUCTS AND SERVICES,it will high when there are many alternatives to a products or service.Low when there are few alternatives from which to choose. It also idealy ,an organization would like to be on a market in  which there are few substitute of their product or services.

#4:THREAT OF NEW ENTRANTS,it will high when it is easy for new competitors to enter a market.It will low when there are significant entry barriers to entering a market.Its entry also will come as a barriers is a product or service feature that customer have come to expects from organizations and must offered by entering organization to compete and survive.

#5:RIVALRY AMONG EXISTENCE COMPETITORS,it will high when competition is fierce in market .And may low if when competition is more complacent  and best practices of IT.

chapter #2 will be continue next week,so Thats all for today! See ya.

Imma Gadget lover,

hey its me Atiq ! dari Shah Alam ke melaka dgan satu harapan untuk mndapat segulung Diploma . Im study business in Insurance,wohooooo.RARE aite?but yeah,Insurance is pretty cool!trust me.hee,Im here for one of my subjects,IT! Im usually on Tumblr. Do follow me :) hihi #Atiqmzln.Tumblr,com :p .. btw,im 20 and getting 21 this january ,ehehehe.So study! and get my ass busy w MGT and INS-Thingy .... later! bye :)

The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.