Consumer Durables Industry

A Study Of Information Systems

Submitted to Prof. Nivedita Roy

Prepared by: ITISHA BAJAJ (11BSP0397), KARTIKEYA SINGH (11BSP2149), SARTHAK GUPTA (11BSP0889), SWATI MIDHA (11BSP1897) [Section A]

Consumer Durables Industry

A PROJECT REPORT ON A Study Of Information Systems Used In Consumer Durables Industry

By ITISHA BAJAJ (11BSP0397) KARTIKEYA SINGH (11BSP2149) SARTHAK GUPTA (11BSP0889) SWATI MIDHA (11BSP1897)

Towards The Partial Fulfilment of the Post Graduate Programme In Management

IBS, Gurgaon
2011

Consumer Durables Industry

PREFACE

The distribution and manufacture of consumer durables occurs in different patterns for various categories of products. Technology innovations, along with competitive labour and overhead costs, have helped to foster new consumer goods industries in Southeast Asia and other regions. The development of the digital watch, for example, sparked a whole new generation of digital timepieces from Malaysia, reducing the demand for the low-end analogue clocks and watches. While some corporations retain partial production in the U.S. or Europe, others have transferred lock, stock and barrel to such countries as Malaysia and China. Expensive, high-end luxury branded items such as watches and jewellery, have a tradition of being individually crafted. They have exclusive profit margins, so high labour costs are not as important as using horologic craftsmen whose skills are handed down through generations. The manufacture of giftware and kitchenware products is often tied to specific locations where they have been made for centuries, often using locally available raw materials and craftsmen who traditionally belonged to city guilds. Typical examples are European-based manufacturers of high-quality porcelain and cutlery. Distribution for these highly crafted goods, however, usually involves a worldwide network to move goods to both existing and emerging markets. The distribution infrastructure that is required for global business depends heavily on automated IT solutions that link distributors, manufacturers, business partners and consumers.

Consumer Durables Industry

ACKNOWLEDGEMENT

We have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organizations. I would like to extend my sincere thanks to all of them.

We are highly indebted to LG Electronics (India) for their guidance and constant supervision as well as for providing necessary information regarding the project & also for their support in completing the project. We would like to express our gratitude towards both of the Organizations for their kind co-operation and encouragement which help us in completion of this project.

We would like to express our special gratitude and thanks to industry persons for giving us such attention and time.

Our special thanks are to our mentor Miss. Nivedita Roy without whom we would be able to complete this project.

Consumer Durables Industry

ABSTRACT

The Consumer Durables industry consists of durable goods and appliances for domestic use such as televisions, refrigerators, air conditioners and washing machines. Instruments such as cell phones and kitchen appliances like microwave ovens are also included in this category. This industry includes all those goods which are durable i.e. products whose life expectancy is at least 3 years. These products are hard goods that cannot be used up at once. The industry is represented by major international and local players such as LG, Samsung, Sony, BPL, Videocon, Voltas, Blue Star, MIRC Electronics, Titan, Whirlpool, etc. The consumer durables industry and the media now influence our lifestyles more than ever. Product lifecycle management and three-way collaboration between retailers, distributors and manufacturers are vital if consumer durables are to be manufactured and distributed in sufficient quantities to satisfy consumer demand. Product lifecycles are short and consumer requirements change quickly. The market's window of opportunity is sometimes no more than a few months, especially in conjunction with goods that are produced as part of marketing campaigns for new films. New products have to be designed and their sales forecast in short cycles that require extensive supply coordination. Consumer durable goods are often shipped around the world to be available in retail stores to coincide with a film's release -country by country. Resurgence in demand is probable when the video is later released. This requires careful planning and coordination between the film industry, advertisement agencies, merchandisers and the whole supply chain.

Consumer Durables Industry

CONTENTS
S. No. Title Page No.

1. 2. 3. 4.

Preface Acknowledgement Abstract Research Methodology

Objective of the Project Scope of the Study Data Collection Sources

i ii iii

Limitations

5. 6. 7. 8. 9. 10. 11. 12.

Introduction IS used in Functional Areas LG Electronics ICT Infrastructure IS Security And Backup Practices Comparative Analysis between LG and Samsung Conclusion Bibliography

02 07 08 10 11 14 15 16

Consumer Durables Industry

1. Research Methodology
1.1 Objective of the Project
Role of Information Systems in Business Information System in Functional Areas Information & Communication Technology Infrastructure Information System Security

1.2 Scope of the Study:

The study is conducted in national capital region for gathering of information of consumer durables industry.

1.3 Data Collection Sources:

Secondary Data:
Information regarding the project, secondary data was also required. These data were

collected from various past studies and other sources like magazines, newspapers, and websites which qualified as reliable.

Primary Data:
The data was primarily collected from the organization employees regarding their information systems.

1.4 Limitations:
Every study has certain limitations. In our study, also there were certain limitations, which I could not able to solve. 1. The information collected was indirect i.e. from the employee without live working of systems.

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Consumer Durables Industry 2. Due to all the members living at different places (such as New Delhi, Gurgaon and Ghaziabad), there was difficulty in coordination among team members. This was biggest drawback of my study. 3. Time factor was also important for me. We had only 60 days to complete our project, for which a full-fledged report was insufficient for us. Our study has not covered the major organizations in whole INDIA due to the above limitations and less area coverage.

Introduction
An information system is a collection of hardware, software, data, people and procedures that are designed to generate information that supports the day-to-day, short-range, and longrange activities of users in an organization. Information systems generally are classified into five categories: office information systems, transaction processing systems, management information systems, decision support systems, and expert systems. The following sections present each of these information systems.

1. Office Information Systems An office information system (OIS) is an information system that uses hardware, software and networks to enhance work flow and facilitate communications among employees. Win an office information system, also described as office automation; employees perform tasks electronically using computers and other electronic devices, instead of manually. With an office information system, for example, a registration department might post the class schedule on the Internet and e-mail students when the schedule is updated. In a manual system, the registration department would photocopy the schedule and mail it to each students house. An office information system supports a range of business office activities such as creating and distributing graphics and/or documents, sending messages, scheduling, and accounting. All levels of users from executive management to non-management employees utilize and benefit from the features of an OIS. The software an office information system uses to support these activities include word processing, spread sheets, databases, presentation graphics, e-mail, Web browsers, Web page authoring, personal information management, and groupware. Office information systems
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Consumer Durables Industry use communications technology such as voice mail, facsimile (fax), videoconferencing, and electronic data interchange (EDI) for the electronic exchange of text, graphics, audio, and video. An office information system also uses a variety of hardware, including computers equipped with modems, video cameras, speakers, and microphones; scanners; and fax machines.

2. Transaction Processing Systems A transaction processing system (TPS) is an information system that captures and processes data generated during an organizations day-to-day transactions. A transaction is a business activity such as a deposit, payment, order or reservation. Clerical staff typically performs the activities associated with transaction processing, which include the following: 1. Recording a business activity such as a students registration, a customers order employees timecard or a clients payment. 2. Confirming an action or triggering a response, such as printing a students schedule, sending a thank-you note to a customer, generating an employees pay check or issuing a receipt to a client. 3. Maintaining data, which involves adding new data, changing existing data, or removing unwanted data.

Transaction processing systems were among the first computerized systems developed to process business data a function originally called data processing. Usually, the TPS computerized an existing manual system to allow for faster processing, reduced clerical costs and improved customer service. The first transaction processing systems usually used batch processing. With batch processing, transaction data is collected over a period of time and all transactions are processed later, as a group. As computers became more powerful, system developers built online transaction processing systems. With online transaction processing (OLTP) the computer processes transactions as they are entered. When you register for classes, your school probably uses OLTP. The registration administrative assistant enters your desired schedule and the computer immediately prints your statement of classes. The invoices, however, often are printed using batch processing, meaning all student invoices are printed and mailed at a later date.
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Consumer Durables Industry Today, most transaction processing systems use online transaction processing. Some routine processing tasks such as calculating pay-checks or printing invoices, however, are performed more effectively on a batch basis. For these activities, many organizations still use batch processing techniques.

3. Management Information Systems While computers were ideal for routine transaction processing, managers soon realized that the computers capability of performing rapid calculations and data comparisons could produce meaningful information for management. Management information systems thus evolved out of transaction processing systems. A management information system (MIS) is an information system that generates accurate, timely and organized information so managers and other users can make decisions, solve problems, supervise activities, and track progress. Because it generates reports on a regular basis, a management information system sometimes is called a management reporting system (MRS). Management information systems often are integrated with transaction processing systems. To process a sales order, for example, the transaction processing system records the sale, updates the customers account balance, and makes a deduction from inventory. Using this information, the related management information system can produce reports that recap daily sales activities; list customers with past due account balances; graph slow or fast selling products; and highlight inventory items that need reordering. A management information system focuses on generating information that management and other users need to perform their jobs. An MIS generates three basic types of information: detailed, summary and

exception. Detailed information typically confirms transaction processing activities. A Detailed Order Report is an example of a detail report. Summary information consolidates data into a format that an individual can review quickly and easily. To help synopsize information, a summary report typically contains totals, tables, or graphs. An Inventory Summary Report is an example of a summary report. Exception information filters data to report information that is outside of a normal condition. These conditions, called the exception criteria, define the range of what is considered normal activity or status. An example of an exception report is an Inventory Exception Report is an Inventory Exception Report that notifies the purchasing department of items it needs to reorder. Exception reports help managers save time because they do not have to search through a detailed report for exceptions. Instead, an exception report brings
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Consumer Durables Industry exceptions to the managers attention in an easily identifiable form. Exception reports thus help them focus on situations that require immediate decisions or actions.

4. Decision Support Systems Transaction processing and management information systems provide information on a regular basis. Frequently, however, users need information not provided in these reports to help them make decisions. A sales manager, for example, might need to determine how high to set yearly sales quotas based on increased sales and lowered product costs. Decision Support Systems help provide information to support such decisions.

A decision support system (DSS) is an information system designed to help users reach a decision when a decision-making situation arises. A variety of DSSs exist to help with a range of decisions. A decision support system uses data from internal and/or external sources.

Internal sources of data might include sales, manufacturing, inventory, or financial data from an organizations database. Data from external sources could include interest rates, population trends, and costs of new housing construction or raw material pricing. Users of a DSS, often managers, can manipulate the data used in the DSS to help with decisions.

Some decision support systems include query language, statistical analysis capabilities, spread-sheets, and graphics that help you extract data and evaluate the results. Some decision support systems also include capabilities that allow you to create a model of the factors affecting a decision. A simple model for determining the best product price, for example, would include factors for the expected sales volume at each price level. With the model, you can ask what-if questions by changing one or more of the factors and viewing the projected results. Many people use application software packages to perform DSS functions. Using spread-sheet software, for example, you can complete simple modelling tasks or what-if scenarios.

A special type of DSS, called an executive information system (EIS), is designed to support the information needs of executive management. Information in an EIS is presented in charts and tables that show trends, ratios, and other managerial statistics. Because executives usually focus on strategic issues, EISs rely on external data sources such as the Dow Jones
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Consumer Durables Industry News/Retrieval service or the Internet. These external data sources can provide current information on interest rates, commodity prices, and other leading economic indicators. To store all the necessary decision-making data, DSSs or EISs often use extremely large databases, called data warehouses. A data warehouse stores and manages the data required to analyse historical and current business circumstances.

5. Expert Systems An expert system is an information system that captures and stores the knowledge of human experts and then imitates human reasoning and decision-making processes for those who have less expertise. Expert systems are composed of two main components: a knowledge base and inference rules. A knowledge base is the combined subject knowledge and experiences of the human experts. The inference rules are a set of logical judgments applied to the knowledge base each time a user describes a situation to the expert system. Although expert systems can help decision-making at any level in an organization, nonmanagement employees are the primary users who utilize them to help with job-related decisions. Expert systems also successfully have resolved such diverse problems as diagnosing illnesses, searching for oil and making soup.

Experts predict that AI eventually will be incorporated into most computer systems and many individual software applications. Many word processing programs already include speech recognition.

6. Integrated Information Systems With todays sophisticated hardware, software and communications technologies, it often is difficult to classify a system as belonging uniquely to one of the five information system types discussed. Much of todays application software supports transaction processing and generates management information. Other applications provide transaction processing, management information, and decision support. Although expert systems still operate primarily as separate systems, organizations increasingly are consolidating their information needs into a single, integrated information system.

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Consumer Durables Industry

Information System used in Functional Areas

Information System for Finance & Accounting SAP: SAP ERP Financials gives controlling and financial support to produce high-quality financial and managerial reports that comply with evolving international accounting standards. Financial and management accounting help them manage these processes: Financial Accounting: SAP ERP Financials enables them to centrally track financial

accounting data within an international framework of multiple languages, currencies, and charts of accounts. Key features and functions include:

Fixed asset, accrual, bank, cash journal, inventory, and tax accounting General ledger Accounts receivable/accounts payable AR/AP Fast close functions Financial statements Parallel valuations Master data governance.

Management Accounting SAP ERP Financials enables valuation and recording of financial data, not only for financial reporting, but also as the basis for all cost- and revenue-related reporting. As a result, Company analysts and managers can work with the same basic data as their company's financial accountants. Key features and functions include:

Contract, profit centre, project, product cost, profitability and cost-centre accounting Investment management Revenue and cost planning Transfer pricing Master data governance.
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Consumer Durables Industry

LG Electronics
Overview Founded in 1958, we've led the way in bringing advanced digital products and applied technologies to our customers. With our commitment to innovation and assertive global business policies we aim to become a worldwide leader in advanced digital technology. LG Electronics, Inc. is a global leader and technology innovator in consumer electronics, mobile communications and home appliances, employing more than 93,000 people working in over 120 operations around the world. With 2010 global sales of KRW 55.8 trillion (USD 48.2 billion), LG comprises four business units - Home Entertainment, Mobile Communications, Home Appliance, and Air Conditioning & Energy Solutions. LG is one of the world's leading producers of flat panel TVs, mobile devices, air conditioners, washing machines and refrigerators. LG has signed a long-term agreement to become both a Global Partner and a Technology Partner of Formula 1. As part of this top-level association, LG acquires exclusive designations and marketing rights as the official consumer electronics, mobile phone and data processor of this global sporting event. LG Electronics India: Facts & Figures Established In: Jan 1997 Managing Director: Mr. Soon Kwon Corporate Office: Plot No. 51, Udyog Vihar, Surajpur Kasna Road, Greater Noida (UP) Corporate Website: http://www.lg.com Number of Employees: 3000+

Vision LG Electronics continues to pursue its 21st century vision of becoming a worldwide leader in digitalensuring customer satisfaction through innovative products and superior service while aiming to rank among the worlds top three electronics, information, and telecommunications firms. LG strives for greatness in what we've identified as our three core
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Consumer Durables Industry capabilities: Product Leadership, Market Leadership, and People Leadershipeach is a key part of realizing our growth strategies for "fast innovation" and "fast growth". LG Electronics is pursuing the vision of becoming a true global digital leader, attracting customers worldwide through its innovative products and design. Awards As LG is declared one of the most awarded brand by all. Be it the critic, the market or by you. At LG we believe each one of these awards truly belongs to you as they are reflection of your trust & satisfaction, not to mention our stringent quality control & process like 6 sigma to give you the best of the products that meets global standards.

By creating the unified synergy of corporate solutions of ERP, BI, EP/BPM, etc., LG provides differentiated consulting, construction, and operation services to domestic and international clients in various fields of public, financial, manufacturing and service, among others. ERP (Enterprise Resource Planning) The company uses its subsidiary which provides differentiated and comprehensive solution services according to customers' needs with our total solution structure made of GW, EP, KM, PMS, e-P&ID, etc. having ERP at the centre. - Provide ISP for effective ERP - Diagnosis and consulting on effects on ERP introduction and increasing its utilization - Application of the ERP methodology that is proven in domestic business environments - Integration and operation of SLA/SLM based ERP - Received SAP Global certification in high-tech and healthcare (2007) - Received SAP ERP Global certification in engineering (2006)
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Consumer Durables Industry - Received SAP CCC for the first time in the nation (2003)

BI (Business Intelligence) By analysing the large quantity of information possessed by a company, it provide Information Strategy Planning (ISP)/ construction/ operation services in Business Intelligence(BI) and Customer Relationship Management(CRM) areas to allow strategic decision-making on productivity improvement, cost reduction, customer satisfaction improvement. - ISP/Consulting service for successful use of BI - Consulting on diagnosing and improving BI introduction effect - Construction service of DW, CPM, and CRM - Operation service of DW, CPM, and CRM

AMO (Application Management Outsourcing) It provides advanced operation services corresponding to the global standard operation model while reducing the operation expense through integrated management of ERP/BI of companies belong to various industries such as manufacturing, distribution, service, public, etc. Also besides the basic operation, it contributes to its clients' attaining ERP goals by providing additional services for elevating the level of ERP use and improvement/expansion of their systems.

ICT (Information & Communication Technology) Infrastructure Infrastructural Requirements Hardware: All the customized hardware is procured from a Third Party. All the above Hardware is encrypted through data protection software which runs through three different proxies. All Blackberry mobile given to the senior Management is only for e-mail Access. Network Types
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Consumer Durables Industry They use L1 & L2 switches (L1, L2, L3 are different LAN switches for different Floors for different branches). Each of these switches connects to the core switch which is also connected to the servers with an add-on convergence of the ISPs to the same centre. For the Clients they use WAN There are multiple Internet Service Providers of which Single largest provider first line & lease line (70% Biz Share) is Bharti, first level back-up & 30% Biz Share is with Reliance & for any Secondary Back-up Tata is used.

Core Server Unit

Proxy

Lease

Firewall

ISP

Information Systems Security and Backup Practices

The company is committed to ensure that information is secure. In order to prevent unauthorized access or disclosure, it has established suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Protect Business Interactions and It Infrastructure Optimize security processes to identify vulnerabilities and protect against attacks. Use comprehensive data correlation to identify and prioritize risks against security threats to reduce incident response time. Use global intelligence to anticipate against threats. Reduce cost by standardizing security management and compliance processes. Create a platform to protect against emerging threats, prevent data breaches, and report on incidents and document compliance.
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Consumer Durables Industry Control costs and reduce complexity through continuous security management. LG ICT Network, and is for general information only. Whilst the company endeavour to keep the information up-to-date and correct, it make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability of information on the website or the information, products, services, or related graphics contained therein for any purpose. Any reliance placed on such information is therefore strictly at your own risk. Privacy and data protection The LG ICT Network is committed to ensuring that the privacy is protected. What the company does with the information is gather from when registering: It requires this information to understand the needs and thus provide us with a better service. It may use it:

for internal record keeping to improve our products and services to periodically send you news updates or other information that we think you may find interesting, using the e-mail address that you have provided for this express use

To periodically contact you for market research purposes. In this instance we would contact you either by e-mail, phone, fax or mail

to customize the website to better reflect your interests

The company performs incremental backups of its ERP and MES data on a daily basis and a full backup once a week, while its database servers undergo a full backup every day. Previously, LG Display used HP Data Protector to back up both enterprise and factory data, but IT managers were not pleased with the softwares reliability Backups under Data Protector frequently failed, and the IT team would not realize there was a problem until they arrived to work the following day. Since deploying Veritas NetBackup, the company has experienced no software-related backup failures. Corporate managers have much more confidence now that crucial data is secure and recoverable. In addition, backups are threefold faster and require fewer resources. Using Data Protector, LG Displays backup process took 30 hours to complete. Now the same process takes only 10 hours. Perhaps more important, data protection now requires 50 percent less staff time.

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Consumer Durables Industry The MES interacts with hundreds of Microsoft Windows-based servers on the factory floor, which must be restored quickly in the event of a hardware failure. LG Display relies on Symantec Backup Exec System Recovery Server Edition, which enables the company to recover these servers in only 20 minuteseven to dissimilar hardware. Before implementing Backup Exec System Recovery, the IT team took four hours to rebuild a server manually. They improve the storage utilization by 30 per cent. In environments that include heterogeneous operating systems and storage hardware, Storage Foundation can dynamically grow storage volumes or reclaim capacity, and it enables storage virtualization across a heterogeneous infrastructure, whether there are multiple volumes within a single server or volumes that span and are visible to multiple servers. In addition to the cost avoidance of keeping production lines moving 24x7 and the staff time savings, Lee estimates that Veritas Storage Foundation has improved LG Displays storage utilization by 30 per cent, which has enabled the company to postpone purchases of additional storage capacity LG Display is using the volume mirroring feature of Storage Foundation between two storage devices to prevent service downtime caused by unplanned storage failures or planned maintenance operations. Even when all service components - servers, switches, databases, channels, cards, etc. are mirrored, using one server for storage can cause unplanned downtime if any storage-related problems occur. It is important to mirror two storage servers using the volume mirroring features of Storage Foundation Business Results and Technical Benefits High Availability Greater than 99.999% availability for manufacturing execution system (MES) Up to 24 million USD cost avoidance with each MES problem Eliminated planned MES downtime for storage upgrades Data Protection Threefold faster backup (10 hours vs. 30 hours) 50% reduction in staff time dedicated to
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Consumer Durables Industry Backups Eliminated software-related backup failures 12-fold faster recovery of Microsoft Storage management 30% improvement in storage utilization Improved manageability of Oracle RAC Comparative Analysis between LG and Samsung Information system used PRIMARY IS MARKETING IS HR MANAGEMENT IS FINANCE & ACCOUNTING IS ERP MAILING SOFTWARE LG TPS OAS MIS OAS MIS OAS MIS TALLY LG CNS MICROSOFT OUTLOOK Mostly Locally Assembled ICT INFRASTRUCTURE (hardware), Microsoft Windows (software) NETWORKS WORLDWIDE WEB COMMUNICATION MEDIA, HARDWARE SECURITY BACKUP RECOVERY SUPPLY CHAIN MANAGEMENT LAN, INTRANET www.lg.com/in OPTICAL CABLES WIFI Norton Norton LG CNS Samsung TPS OAS MIS OAS MIS OAS MIS Oracle Financial, TALLY Unknown MICROSOFT OUTLOOK Assembled computers (hardware), Microsoft Windows XP (software) LAN www.samsung.com/in OPTICAL CABLES WIFI Norton Norton Lotus system, inhouse DMS

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Consumer Durables Industry

CONCLUSION
The primary and the only IS being used in the organization is MIS no information was given to the group about any other IS in place in the organization. The group recommends that a few more IS should be implemented in the organization especially IS that would assist the knowledge workers and the top level management. By what was gathered by the company the top level dont rely on IS to take decisions rather they prefer to do it manually by examining reports conducting meetings also no information was provided as to whether or not there are any IS placed for the knowledge workers and from the information collected there are none. All the existing departments in the company are integrated by the by the MIS and the ERP only, probably thats the reason why employees are so reluctant to use the IS in place and find the difficult. If new and more IS are added to the companys operations then slowly the employees would also get more exposure to the system hence get more familiar and comfortable in using IS in Their day to day workings. The group feels that the mailing software (Microsoft Outlook) connected via an intranet connection being used by the company is more than sufficient to meet with the companys mailing requirements with the locally assembled computer parts being used as LG manufactures most of the parts itself. Also the IS being used also with different versions of Microsoft Windows operational in the company might create some confusion with the users as the employees already dont feel comfortable using computers and are not as tech savvy. One more recommendation that the group has is that the company should have some activity in e-commerce a part of e-business (Electronic commerce, commonly known as e-commerce, eCommerce or e-comm, refers to the buying and selling of products or services over electronic systems such as the Internet and other computer networks. It also includes the entire online process of developing, marketing, selling, delivering, servicing and paying for products and services. The amount of trade conducted electronically has grown extraordinarily with widespread Internet usage). E-commerce is an innovative way to meet new customers and sell your product to a larger a market. As for the communication media (optical fibers) that the company is using right now, the group observed that the company can really use a Wi-Fi connection in the company (Delhi
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Consumer Durables Industry branch) as without it the employees have to cluster together where the internet port/modem is and this can affect the employee motivation to work in a negative way. Wi-Fi would also benefit the company as Wi-Fi allows cheaper deployment of local area networks (LANs). Also spaces where cables cannot be run, such as outdoor areas and historical buildings, can host wireless LANs. The company uses LG CNS for its supply chain management. The employees also are really comfortable with this way of conducting business even though it is a complicated, time consuming and costly affair, these days highly specialized IS are there which would make the supply chain easily manageable and cost effective. Also, another IS that should be looked into by the company is Customer Relation Management System. Customer relationship management (CRM) is a widely implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Even though we realize that the company currently caters to a largely rural population and such a system would not be as useful right now, if properly utilized this system could be used to tap new markets.

Bibliography
Web Sites 1. www.lg.com 2. www.lgcns.com

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