Case Study On Umuc Stage 2
Strategy for Competitive Advantage: Use information technology to improve customer service efficiency and employee operational efficiency.
Business Process to Improve: Customer appointment process
Myra has put into strategy to have the solution for obtaining the competitive advantage the use of technology in the entire process. It is important to understand the requirements and the procedures that will be required to have a successful solution. There are many processes that will be improved in the entire solution that has been proposed. The competitive advantage that the company will gain include the fact that most of the customer data and information will be captured to the system (Davenport 82). With the capturing of customer information to the system, it will be simple to have customization and data mining for the given data in the system. The management will make use of information that has been captured in order to ensure that they will make use of the data to make more improvements.
Myra has decided to make use of technology to ensure that there is competitive advantage for the company. Technology use has been shown to be effective because of the ease with each information processing will be made. From the case, the data that will be captured will be useful in coming up with as many strategies as possible for the company in order to come out better from the competition. The customer appointment process is a significant business process that needs to be improved and the use of technology is the current manner in which competitive advantage will be achieved. All the stages that have been outlined will give the company the necessary opportunities to make use of technology to gain competitive advantage.
The customer will have the details in their system the first time they enter the company. If their details have not yet been captured in the past, the person handling the customer will take the opportunity to enter the details to the system. At all stages of the customer appointment process, customer information is being captured to the system (Yetton, Johnston, and Craig 89). After the customer data has been captured into the system, it is also clear that there are many stages that the data is improved time after time. There is a need to ensure that customer appointment is improved from time to time. This has been taken care of in the data management and processing of this information.
The inputs that have been entered into the table are data that are to be entered to the system. Most of the inputs are mostly what the system will have in the database. It is this information that will be used to process future information optimization in the company. It is a significant aspect of the data improvement stages.
Davenport, Thomas H. Process innovation: reengineering work through information technology. Harvard Business Press, 2013.
Strohmeier, Stefan. "Employee relationship management—Realizing competitive advantage through information technology?." Human Resource Management Review 23.1 (2013): 93-104.
Yetton, Philip W., Kim D. Johnston, and Jane F. Craig. "Computer-aided architects: a case study of IT and strategic change." Image (2012).
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