Information is lost and can not be used to enhance

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information is lost and can not be used to enhance the service of LCBO. This makes it difficult for LCBO to frame strategies for attracting more customers. 2) If not dealt with it, Grocery stores would become the top priority of customers and LCBO would become less relevant which would reduce the revenue of LCBO. IT3 – Absence of digital analytics mechanism Emerging competition from grocery stores had led to LCBO becoming less relevant to its customers. LCBO did not see a requirement of implementing digital analytics until the point it allowed the grocery stores to enter the supply chain and sell alcoholic beverages. Vital customer analytics system which provides information regarding demographics, customer preferences, age, 1) It is important because grocery stores use digital analytics to gain an advantage about their customers and are attracting more customers using this tool. 2) If not dealt with it, LCBO would lose many customers to grocery stores and this will gradually decrease the revenue.
LCBO DIAGNOSIS 15 gender and other behavioural aspects IT4 IT5 Table 3.4 - Critical Issues in the Context of Recommended Strategic Option – POM CRITICAL How is it manifested? Why is it happening? Why Important?
LCBO DIAGNOSIS 16 ISSUES Cause(s)? Implications if not dealt with? Operations OP1 – Slower resolution of customer complaints Introduction of e- commerce has increased the expectation of customers Earlier call centers used to operate from 9 am to 5 pm because of which customers were content with their grievances being resolved at the end of the day or next day or sometimes even after 2 days. 1) To provide the best customer service by answering their queries, recommending them the perfect product based on their requirements and to establish LCBO as a leader in the alcohol business, it is important for LCBO to resolve customer issues faster than before. 2) If customer complaints are not resolved faster than before, they might cease buying from LCBO. This would result in degrading the image of the company. OP2 – Absence of Integrity in data Dissimilarity in data entered by customers has manifested integrity issues in data of LCBO. Customers input different names or parameters each time they interact with the system which create inconsistencies. These inconsistencies make it difficult to retrieve the data. This can cause LCBO to lose 1) Consistency in data makes it easy for the organization to store, maintain and retrieve information. LCBO can leverage this important customer information to provide best in class
LCBO DIAGNOSIS 17 possible interaction with the client (Schmidt, 2018) customer service to its clients. 2) (a) If not dealt with it, LCBO won’t be able to keep a track of its customers and will potentially lose customers to other retail stores. (b) A market place which allows huge selection of products to customers and entry of new rivals require being proactive and taking advanced actions.

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