) Discuss the impact of IT/IS on your selected industry
As we all know, our world is moving towards the era of information age and this has made thetelecommunication industry to be expanded to support the growth of technological advancementfor better services demanded by any particular nation. In Malaysia, telecommunication industryalso plays an important role in the development of the country.By using IT/IS systems such as CRM systems which is known as the customer relationshipmanagement, an enterprise can build a database about its customers that describes relationshipsin sufficient detail so that management, salespeople, people providing service, and perhaps thecustomer directly could access information, match customer needs with product plans andofferings, remind customers of service requirements, and know what other products a customer had purchased, and so on. By using this technology, the telecommunication industry can alwayskeep track on how to improve their customer satisfaction .For example, if there is no coverage of Celcom network in a particular area, the management can try to diagnose the problemencountered in that area as soon as possible to show that we do care about our customers. Byusing this technology, we can reduce customer complaints, increase customer satisfaction andhave a good relationship between our customers.Besides that, the other famous IT/IS systems applied or used in the telecommunication industryis the ERM (enterprise resource management) system which describes software that lets anenterprise to manage user access to its network resources efficiently. ERM software generallylets a user sign on to different enterprise systems and applications using the same password.ERM software makes it easy for the enterprise to control and keep track of which systems andresources each user has access to, and provides consistent standards for creating and changing passwords. One system administrator can usually manage user access to all platforms - UNIX,mainframe, Windows NT, and so forth - and to the applications on these platforms that requirecontrolled access. For example, in a telecommunication industry, it will be very convenient touse this software because we can analyze what is the customer demand and how they want a product to be, so we can use this analysis to come up with a new software or package to attractour customers¶ attention.