Delivery in day(s): 4
MAN5902 Business Systems Analysis Assignment
As a Business Systems Analyst, in this report the learner will cultivate a feasibility study and a report on the findings to classify a suitable CMS product for the organization- Major Tech Corporation. At present, the spread sheet based system is out dated; hence a new system is required to offer an enhanced level of service to clients and increase the work efficiency of employees as well. This report will deliver a detailed description about the CMS products by defining its current trends and practices.
The most valuable asset of an organization is its client information (Baghdadi & Maamar, 2013). Therefore, the latest trend of Client Management System (CMS) enables an organization to keep the information safe and upgraded with prompt access for attaining success (Touboul, 2000). It gives industry's best customer reinforcement and the most fundamental device for the entrepreneur's in the present pattern (Boons & Lüdeke-Freund, 2013). It follows up the customer's prospect towards imperative customer undertakings and furthermore accomplishes new leads in the business. It provides basic management features such as calendar events, auto responders for email, client records, easy to make landing pages, notes and other several features (Boulding et al.2005). There are couple of organizations which are reluctant to move to the most up to date pattern of Client Management System as they had a poor experience from the past administration programming suite (Brodie et al. 2013). In any case, this product facilitates the administration control in an association and furthermore builds the proficiency in the employees (Boyer & Sipher, 2002). SupportCenter Plus is a tool used in many organizations which has helped them to achieve business success at manageable price and is easy to handle as well. It helps the employees by empowering them to invest their important energy concentrating on customers while decreasing the time they spend on PCs as this apparatus does everything all alone (Brodersen, Chatterjee & Lim, 2000).
The hazards and problems while using a CMS in an organization are the following:
Importing the data: Once the software is installed it is quite tough to merge the existing data to the new one. Hence, additional services are required for continuation of the activities (Broomhall & Landau, 2001).
Budget Size: Installed software is much costly than cloud subscription software. Also the extra costs for operating and running in the server will charge more (Bruck & Hammer, 2004).
Implementation and quicker result: It requires investment to actualize this software in the business during the preparation procedure and adjustment in the entire organization. Therefore, client’s requirements are not fulfilled due to lack of communication between the organization and client (Cao & Gruca, 2005).
Security of the data: Once the software is offshore there is no guarantee in terms of security. Hence, commercial grade encryption is desired (Chang, 2001).
Learning curve for the beginners:It takes plenty time and money as well to go through the whole software. Therefore, cost effective training is desired (Claycomb & Martin, 2013).
Operation of CMS in an organization is a long drawn affair; therefore, the business must be quite meaningful and deep to achieve the desired success eventually (Wei et al. 2013). Security and convenience is a serious issue with CMS system therefore; a password, VPN, installing firewalls and anti-virus program is required to create a strong system in the organization (Das et al. 2010).
The CMS customization methodology is derived from the traditional suite suppliers. The significance of installed applications, return on investment (ROI) and in terms of business has wholly justified the circumstances (De Klerk et al. 2013). The adaptations of CMS solutions in industry have flooded the current world. Earlier, organizations tend to use spread sheets and other database for their business operations but at present the development of CMS has made business to operate at ease (De Weerdt et al. 2013). The development of remarkable web based software such as mySAP, Siebel, Automation, Oracle and Sales force is becoming the newest trend in various industries. The utilization of this product has made the work process and customer administration framework calm. Despite the fact that this sort of programming has a few issues as far as security and conveniennce, this product is enormously utilized as a part of numerous enterprises (Delen & Demirkan, 2013).
The research methodology involves the following step:
1. The adaptation of this software by senior management is desired to implement the changes in the whole organization (Douglas, 1999).
2. The individual who deals with the entire venture is vital as that individual needs to deal with the whole venture and is mindful to accomplish the objectives (Firth et al.2013).
3. In accordance with assisting each employee, a super-user is desired to learn the whole new system (Demirkan & Delen, 2013).
4. Marketing the CMS brand with other competitive business is required after launching the CMS in the organization (Fuh, Meier & Pan, 2001).
5. Every guideline must be understood as well as adapted in the whole organization (Gelman et al. 1994)
6. Efficient training is desired to learn the software’s functions and its implementation in the organization (Gentry & Shen, 2013).
7. In the wake of setting up the CMS each employee from the organization must change their work design and take in the new pattern in the organization (Gravlin, 2002).
The time bound of CMS software for the process of training takes a longer interval of time as it is a bit complex. After, it is implemented in the organization and all the functions are learnt thoroughly its services are very valuable (Gustafsson, Johnson & Roos, 2005). It is time saving software. It gives quicker documenting of the data in view of every customer and also recovery of data is very simple (Nguyen & Waring, 2013). In the wake of introducing this product the information are remained safe in the records while limiting the loss of information. The effectiveness of the employees likewise increments as this product do the whole work of every worker which thus builds the profitability of the association (Hayes, 2000). The litigation losses and costly recovery of vital records are also covered up with the help of this software. The main time spend while introducing this product in an organization is to adjust it in the workplace and adapting every one of the capacities productively (Hoda, Noble & Marshall, 2013). Usually it takes around five to six months to implement this software depending on the scale of the business. Therefore, time is not at all an issue if the software gives all the huge components to make the coveted progress in the organization (Hollis & Maiden, 2013).
Client Management System is a software application that manages employee services, temporary or permanent placement services and business (Wolovitz & Collins, 2012). The basic features of this application are enhance the reporting capabilities, help in billing, and also order distribution among various clients which is vital to lower the work load among the employees (Honarvar, 2001). The services it provides brings in digital intelligence in terms of each deal which enables to predict client needs and also help to build strong relationship with clients. This in turn leads to higher revenues and increases client leads for attaining more business (Hosoe, 2000). CMS software application helps to identify the most potential customers and the current prospects in the target market which leads to increasing productivity in the organization. There are also few software applications that offer sales coaching whenever required (Hu, 1996). It quantifies the past records and business benefits while recognizing the pointers required for future purpose. The digital intelligence and automated business services controls the acquisition cost which provide higher revenues in terms of organization (Janik, 2006). Efficient management of operations and processes of this software will result in reduction of outsourcing cost. Therefore, it is evident that the services offered by this software application will benefit the organization and enhance the work efficiency (Jayachandran et al. 2005).
The financial projections of CMS software application provides financial modelling, capital budgeting and valuation over more than 16,000 organizations worldwide (Verhoef, 2003). This kind of tools includes best practices for cash flow, capital budgeting and International accounting standards methodology for an organization (Jorgensen et al. 2013). It also aids an organization towards investment planning process. Engineer, marketing departments, investment analyst and managers are capable to use this software at ease (Khodakarami & Chan, 2014). It offers the vital methods in terms of investment calculation in the most profitable way. It aids to formulate complete professional cash flow model and sensitivity analysis in terms of the existing clients as well as future investments (Killeen et al. 2001). In completion of the investment, this software application helps to conduct post implementation analysis for obtaining the profit analysis for the organization. It endorses the best projects required in an organization by the methods of standard investment analysis (Kim & Feamster, 2013). CMS software application supports an organization in many ways with its high featured capabilities. Hence, installing this software will not only increases the standard and efficiency of workers but also will raise the financial credibility of an organization in the competitive market (Kjellberg & Lund, 2002).
The marketing approach and strategy of CMS software application is based on clients needs. This software is integrated with QuickBooks for comprehensive accounting package and also controls transactions by each user (Krasnikov, Jayachandran & Kumar, 2009). The service it gives accomplishes consumer loyalty by showing the entire information of every customer. It even has a direct access to Carrier websites within a customer file in accordance with the policy information. Additional changes made in this application can be achieved at ease (Lee, Cram & Mukundan, 2003). CMS software manages production report, cross selling report and cancellation report with other additional features. At the point when clients know about this most up to date slant in the organization they have a tendency to invest and enjoy the business much more (Leitner et al. 2013). Clients additionally have a tendency to depend and draw in additional in the business action by finding out about the overhauled highlights and improved security framework. This software helps to gain more clients from the target market which in turn will boost up the profit margin of the organization (Lemon, White & Winer, 2002).
The vital need of an organization is attainment of more potential customers for investments as well. The CMS software accomplishes the communication with the potential future customers as well the current customers (Lenz, 2000). It upgrades the relationship among the clients by attaining their trust as far as securing data and uncommonly concentrates on client retention which thus builds the business development of the organization. This software application compiles the data from varied communication networks such as company’s website, social media, telephone, live chat, and most importantly marketing materials (Logston et al. 1996). CMS gives the important subtle elements of target gathering of customers by serving their needs. In any case, there are couple of potential clients that don't go for CMS which brings about disappointment and nullifies the crucial point of CMS. For the most part, CMS enhances the client benefits by tackling their solicitations and inquiries (Low & Anshari, 2013). Consequently, legitimate data management is desired for settling those inquiries. Legitimate data of existing client should be kept for future reason, which CMS does effectively (Mainela & Ulkuniemi, 2013). The division of clients is effectively achieved with the assistance of CMS as it sorts clients in based upon their prerequisites, industry, work and many more. The customization of products and services are based on the needs of each customer (Mani & Masand, 2004). The organization must utilize this product for their own advantage as it permits modifying the products and services in view of every client. CMS let business organization to cooperate with various clients and customers by means of customized correspondence and message which will help the organization to comprehend the view and need of every client (Marberg et al. 1999).
There are numerous organizations that hire talented workers for their organization and prepare them to make a compelling client relationship (Bloomfield & Best, 1992). Employees in sales division must know to esteem client relationship and must have an exact comprehension towards existing profiles of clients. Indeed, even the employees at the legal and finance department must have a concrete comprehension on building solid client relationship (Matthews & Domjancic, 2005). Proper training and guidance must be provided to the employees as the application of CMS software changes the infrastructure of the organization in terms of adapting the newest technology. An organization can never accomplish its goals if it does not have well designed processes (Mukherjee, 2013). To learn about the current views of the clients, periodic surveys are required in the organization to track down the progress. Earlier, the use of spread sheet has made an unrewarding and erratic administration of client information which brought about lower incomes (Muyres, Rigler & Williams, 2001). However, the utilization of CMS will expand the productivity and the effectiveness of every worker in the organization. Distortion and misconception of client perspectives was a significant issue before, CMS is the only software that can clear out the entire hazard and make healthy terms with the clients (Payne & Frow, 2005).
The principle advantage of utilizing CMS programming is all the appropriate data of potential customers is kept in a solitary place which spares both the vitality and time of employees in the organization (Piccoli et al. 2003). CMS is very incredible in building solid client relationship. CMS provides accountability, manages activities and opportunities of various clients and sells different courses and also markets towards the target customers. It even oversees marketing campaigns and serves amazing sales service by recognizing the requirements of every customer. The CMS software transfers information between different departments of the organization (Reinartz, Krafft & Hoyer, 2004). In case, if a client calls and needs to converse with the accounting department then all the relevant data are exchanged effectively with the assistance of CMS programming. This satisfies the clients as well as saves time (Reinhold & Alt, 2013). This software identifies the progress of a client from the beginning till the payment is done and also beyond that. The higher management can likewise monitor their subordinate employees and provide efficient training to groups who are lacking behind (Rosman & Stuhura, 2013). Henceforth, obviously CMS is fundamental software for an organization as far as records, preparing, reviewing client and following. This empowers management to distinguish the area they lack and amends those (Ryals, 2005). For the business owner this is the best software to screen every one of the operations in a single screen anyplace around the globe.
The real con about this product at present is the theft of potential information of each client as all the data is stacked at a single place (Saarijärvi, Karjaluoto & Kuusela, 2013). The greatest advantage of this product is its greatest disadvantage. Keeping all the data at a solitary platform builds the danger of potential security theft (Sawa, 2002). In the event that the information is hacked then all the significant data can get spilled to the rivalry organizations which thus will be bad for both the customers and business. The use of encryption software can resolve this issue. All sensitive data of customers must be saved securely by effective encryption (Schadow, 2013). The maintenance contracts come at high cost which is unbearable by many organizations which thus builds the danger of information theft as well. The billing accuracy is also not maintained by CMS as it is not technically designed (Segur, 2001). However, it does save both money and time by billing on site. Adapting and implementing this product in the business is a long term process and requires proficient employees to learn (Sharkh et al. 2013). Henceforth, this planning must be done at the planning phases during installing the product in the organization. There can be times when employees may think they are not required any longer in the organization because of the adaptation of this new application in the organization (Srinivasan & Moorman, 2005). Hence, they should be guided effectively by the higher authorities to increase their efficiency and productivity of the organization as well (Stein, Smith & Lancioni, 2013).
The assignment clearly classifies the utility of CMS system and offers an effective way to develop Major Tech Corporation. This report has provided all the necessary information that is needed to manage the client and better work efficiency of employees in terms of obtaining the desired goal. There are several CMS software applications that can assist the organization such as mySAP, SupportCenter Plus, Sales force Automation, Siebel and Oracle having similar features, which will help to enhance the productivity and profitability of the company-Major Tech Corporation.
Baghdadi, Y., & Maamar, Z. (2013, April). A framework for enterprise social computing: Towards the realization of Enterprise 2.0. In Networking, Sensing and Control (ICNSC), 2013 10th IEEE International Conference on (pp. 672-677). IEEE.
Bloomfield, B. P., & Best, A. (1992). Management consultants: systems development, power and the translation of problems. The Sociological Review, 40(3), 533-560.
Boons, F., & Lüdeke-Freund, F. (2013). Business models for sustainable innovation: state-of-the-art and steps towards a research agenda. Journal of Cleaner Production, 45, 9-19.
Boulding, W., Staelin, R., Ehret, M., & Johnston, W. J. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of marketing, 69(4), 155-166.
Boyer, M., & Sipher, J. (2002). U.S. Patent No. 6,401,112. Washington, DC: U.S. Patent and Trademark Office.
Brodersen, R. A., Chatterjee, P., & Lim, P. S. (2000). U.S. Patent No. 6,092,083. Washington, DC: U.S. Patent and Trademark Office.
Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114.
Broomhall, M., & Landau, L. J. (2001). U.S. Patent No. 6,292,904. Washington, DC: U.S. Patent and Trademark Office.
Bruck, T., & Hammer, T. (2004). U.S. Patent Application No. 10/966,403.
Cao, Y., & Gruca, T. S. (2005). Reducing adverse selection through customer relationship management. Journal of Marketing, 69(4), 219-229.
Chang, A. (2001). U.S. Patent Application No. 10/035,377.
Claycomb, C., & Martin, C. L. (2013). Building customer relationships: an inventory of service providers’ objectives and practices. Journal of Services Marketing.
Das, M., Liang, J., Lim, P., Noik, E. G., Smith, D., & Yaseen, R. (2010). U.S. Patent No. 7,809,597. Washington, DC: U.S. Patent and Trademark Office.
De Klerk, A., Cohen, M., Fukaya, S., Zakharchenko, S., Turpen, R., & Alagarsamy, T. (2013). U.S. Patent No. 8,478,616. Washington, DC: U.S. Patent and Trademark Office.
De Weerdt, J., Schupp, A., Vanderloock, A., & Baesens, B. (2013). Process Mining for the multi-faceted analysis of business processes—A case study in a financial services organization. Computers in Industry, 64(1), 57-67.