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

Family Name ……………… ................
First Name ………………………….
Student Number………………………….
Table Number ………………………….
COMM113
Business Oriented Information Systems
AUTUMN 2015
F
INAL
E
XAMINATION
SOLUTION
Time Allowed: 3 Hours
Total Number of Questions: 8
Total Number of Pages (incl. this page): X
DIRECTIONS TO CANDIDATES
1. Total marks: 100
2. Part A: Answer ALL short answer questions. The marks for each question are shown next to each
question. The total for Part A is X marks.
3. Part B: Answer ALL case study questions. The marks for each question are shown next to each
question. The total for Part B is X marks.
4. This Exam is worth X% of your final marks for COMM113 .
EXAMINATION MATERIALS/AIDS ALLOWED
Please specify here (Dictionaries are not allowed)
THIS EXAM PAPER MUST NOT BE REMOVED FROM THE ROOM

TBS906 Information Systems for Managers Page 1 of 4

Part A: Short Answer Questions
You must answer ALL questions
Marks for each question is given next to the question
Total marks for this section are 60
Answer all questions in the spaces provided
1. ABC Corp is a finance house in USA that makes custom-finance plans for customers, tailored to
each customer’s needs, income, wishes, constraints, and so on. ABC Corp generally uses a basic
CRM system that helps the company to track its customers and produce reports. Lately, the
sales manager has been complaining about the reports that are typically generated by the system
that is currently used across the organization. Gill Howl, the CIO of the group is alerted to this
issue which seems to be causing back logs and slow delivery of service. Upon discussion with
team, Gill decides it is time to upgrade the existing CRM system by outsourcing to HYB IT, a
software-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. Be
sure to discuss the benefits and challenges of outsourcing (10 marks)
TBS906 Information Systems for Managers Page 2 of 4

• Financial savings
• Rapid growth
• The Internet and globalization
 Outsourcing benefits include
• Increased quality and efficiency of business processes
• Reduced operating expenses for head count and exposure to risk for large capital
investments
• Access to outsourcing service provider’s expertise, economies of scale, best practices,
and advanced technologies
• Increased flexibility for faster response to market changes and less time to market for
new products or services
 Outsourcing challenges include
•