INF2004F Summary Notes.docx

Customer service time saving features reporting

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Customer service Time saving features Reporting capabilities depending on type of organisation e.g. would you need extensive/basic reporting Mobile access and mobile features Accountant access Service limitations including number of customers, invoices, users, transactions packages allow Additional services like credit card processing, tax preparation and payroll services What type of system Canned software- off shelf software often not specific to your needs but could still meet some of your needs e.g. quickbooks Turnkey system (AddFin)- systems that have all applications that you could possibly need Application service providers- tailor software to your needs Proposals: Hardware, software, vendors, performance Evaluating proposals: Hardware – costs, storage, performance, technology Software – required & desirable specs, flexible, performance, compatibility, maintaining updates Vendor evaluation – experience, reputation, support, quality and turnover, training System performance – benchmarking, point scoring, requirement costing End-user computing (advantages & risks) End-user computing – creating and implementing simple systems by end-users Advantages: End-user allowed to create, control and implement simple systems More likely to meet user’s needs Saves time Easy to use and understand Frees up system resources
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Disadvantages: Inefficient systems Lack of testing of application and possible calculation errors Poorly controlled Poorly documented Incompatibilities of system Costs for upgrades Duplication of data Develop software in-house: Plan to build AIS – control of design, development and program coding Advantages – provides significant competitive advantage Risks: Significant time required Complex system Insufficient planning Poor requirements defined Inadequate communication and co-operation Lack of qualified staff Poor support from the top management Outsourcing (advantages & disadvantages) Organisation focuses on core competencies – outside organisation deals with system Advantages: Allows company to concentrate on core competencies Access to better expertise & better technology Less development time Asset utilisation Facilitates downsizing – no need for a lot of employees in IT department Lower costs by standardizing user applications and splitting development and maintenance costs between projects Elimination of peaks and valleys usage Disadvantages: Not flexible No control Less competitive advantage Poor service Locked in system Increased risk Unfulfilled goals Business process management systems: Improve and optimise business processes – help organisation getting things done using: Process engine to model and execute applications and business rules Business analytics to identify issues, trends and opportunities Collaboration tools to remove communication barriers
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