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COMM113 Final Exam Autumn 2015 SOLUTION (1) (1).doc -...

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Family Name………………................First Name………………………….Student Number………………………….Table Number………………………….COMM113Business Oriented Information SystemsAUTUMN 2015FINALEXAMINATIONSOLUTIONTime Allowed:3HoursTotal Number of Questions:8Total Number of Pages (incl. this page):XDIRECTIONS TO CANDIDATES1.Total marks:1002.Part A:AnswerALLshort answer questions. The marks for each question are shown next to eachquestion. The total for Part A isXmarks.3.Part B:AnswerALLcase study questions. The marks for each question are shown next to eachquestion. The total for Part B isXmarks.4.This Exam is worthX%of your final marks forCOMM113.EXAMINATION MATERIALS/AIDS ALLOWEDPlease specify here(Dictionaries are not allowed)THIS EXAM PAPER MUST NOT BE REMOVED FROM THE ROOM
TBS906 Information Systems for ManagersPage 1 of 4
Part A: Short Answer QuestionsYou must answer ALL questionsMarks for each question is given next to the questionTotal marks for this section are 60Answer all questions in the spaces provided1.ABC Corp is a finance house in USA that makes custom-finance plans for customers, tailored toeach customer’s needs, income, wishes, constraints, and so on. ABC Corp generally uses a basicCRM system that helps the company to track its customers and produce reports. Lately, thesales manager has been complaining about the reports that are typically generated by the systemthat is currently used across the organization. Gill Howl, the CIO of the group is alerted to thisissue which seems to be causing back logs and slow delivery of service. Upon discussion withteam, Gill decides it is time to upgrade the existing CRM system by outsourcing to HYB IT, asoftware-firm located in Hydrabad, India.a.Describe and discuss the three stages of evolution for CRM software with examples(10 marks)
b.Critically evaluate Gill’s decision to outsource the upgrading of the CRM system. Besure to discuss the benefits and challenges of outsourcing(10 marks)
TBS906 Information Systems for ManagersPage 2 of 4
Financial savingsRapid growthThe Internet and globalizationOutsourcing benefits includeIncreased quality and efficiency of business processesReduced operating expenses for head count and exposure to risk for large capitalinvestmentsAccess to outsourcing service provider’s expertise, economies of scale, best practices,and advanced technologiesIncreased flexibility for faster response to market changes and less time to market fornew products or servicesOutsourcing challenges include

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Term
Fall
Professor
Zeina
Tags
Project Management, Howard Duck

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