LU5 Flashcards
Dimensions of Project Risk
- Project size:
The larger the project—as indicated by the dollars spent, the size of
the implementation staff, the time allocated for implementation, and the number of organisational units affected—the greater the risk. - Project structure:
Some projects are more highly structured than others. Their requirements are clear and straightforward, so outputs and processes can
be easily defined. - Experience with technology:
The project risk rises if the project team and the
information system staff lack the required technical expertise.
Successful system building requires careful XXX XXX.
Successful system building requires XCHANGE MANAGEMENTX.
What is implementation?
All organisational activities working toward the adoption,
management and routinisation of an innovation such as a new information system
What is a change analyst?
It is a system analyst. The analyst not only develops technical solutions but also redefines the configurations,
interactions, job activities, and power relationships of various organisational groups. The analyst is the catalyst for the entire change process and is responsible
for ensuring that all parties involved accept the changes created by a new system.
The role of End Users during the system implementation:
- Mold the system according to their priorities and business requirements and
more opportunities to control the outcome. - More likely to react positively to the completed system because they have been
active participants in the change process. - Incorporating user knowledge and expertise leads to better solutions.
What is the user-designer communications gap?
Users and information systems specialists tend to have different backgrounds, interests, and priorities. These differences lead to divergent organisational
loyalties, approaches to problem solving, and vocabularies.
If an information systems project has the XXX and XXX of management
at various levels, it is more likely to be perceived positively by both users and the technical information services staff.
Management backing also ensures that a systems project receives sufficient XXX and XXX to be successful.
If an information systems project has the XBACKINGX and XCOMMITMENTX of management
at various levels, it is more likely to be perceived positively by both users and the technical information services staff.
Management backing also ensures that a systems project receives sufficient XFUNDINGX and XRESOURCESX to be successful.
How to control risk factors:
Managing project risk involves identifying the nature and level
of risk confronting the project. Implementers can then handle each project with the tools and risk management approaches geared to its level of risk.
What does a CRM do?
It enables companies to analyse customer buying patterns, tastes, and preferences closely so they can efficiently pitch advertising and
marketing campaigns to smaller target markets.
Customer relationship management:
What kinds of information would you need to build and nurture strong, long-lasting relationships with customers; who your customers are, how to contact them and whether they are costly too service and sell to, what kinds of products and services they are interested in?
CRM systems:
They capture and integrate customer data from all over the organisation, consolidate the data, analyse the data, and then distribute the results to various systems and customer touch points across the enterprise.
What is a touchpoint?
It is a method of interaction with the customer, such as telephone, e-mail, customer service desk, conventional mail, Facebook, Twitter, website, wireless device, or retail store.
What do social CRM tools do?
They enable a business to connect customer conversations and
relationships from social networking sites to CRM processes.
What are Enterprise Applications (EA)?
It is a software solution that provides business
logic and tools to model entire business processes for organisations to improve
productivity and efficiency. Examples include billing systems, customer relationship management systems and supplier relationship management systems.
- BI is part of enterprise application
- Enterprise applications is Microsoft office 365 for example.
How do customer relationship management systems help firms
achieve customer intimacy?
Customer relationship management (CRM) systems integrate and automate
customer-facing processes in sales, marketing, and customer service, providing an enterprise-wide view of customers. Companies can use this customer knowledge
when they interact with customers to provide them with better service or sell new
products and services. These systems also identify profitable or unprofitable
customers or opportunities to reduce the churn rate.
The major customer relationship management software packages provide
capabilities for both operational CRM and analytical CRM. They often include modules for managing relationships with selling partners (partner relationship management) and for employee relationship management.
