‘A PG -989 ll Semester M.B.A. Degree Examination, June/July 2015 (CBCS Scheme) 21: TECHNOLOGY FOR MANAGEMENT Time : 8 Hours Max. Marks :70 SECTION-A Answerany five questions. Each question caries five marks. Answer toeach ‘question should not exceed 250 words. (6x5=25) 1, What is meant oy cross functional information systems ? Wustrate and explain the following in‘ormation systems : CRM and SCM. 2. What is meant by the value chain in business ? Explain the usefulness of information systems in the value chain 8. Gan information technology bring organisational changes to business ? Discuss the types of information technology used for bringing about the changes 4. What is meant by DSS ? How is it useful in business ? '5, Whatare kniowedge management systems ? How are KMS usefulin business organisations ? 6. What are DBMS? Illustrate and explain in detail . Discuss the importantmoco's of &-comimorce. What aro the issues in implomonting E-commerce applications ? SECTION-B ‘Answer any three questions, Each question carriesten marks, Answer toeach ‘question shouldnot exceed 800 words. (Sx10=30) 8, Illustrate and expiain the ctforent types of information systems. Discuss how these systems are useful in different functions of business. ‘9. What are the ethical and social challenges of information technology ? Discuss alsa the security threats from information technology to a business organisation, 10, Whats meant by SDLC ? Ilustrate and explain its phases.in detail. You may use business applications as examples. pro,PG - 989 (00 A 41. a) How does an ERP systom suppor different business applications ? bb) How are information systems usetul in services ? You may use exampies of different service sectors. 42, Case Study (Compulsory) (oat Jumbo company is into FMCG sector and has branches in three states of South Inia. Their cistnbution network comprises of authorized branches ~ Franchises and Re-sellers. They have computerized with a centralized data management system, With competion growing by day, itis the experience of the customers wilh company’s products and services that matters most and that determinos the company’s future. Gone are the days where one locks constanty ‘or new ‘customers ignoring the existing ones. tis imperative for the companies to keep the existing customers continuously engaged, serve to their satisfaction and generate more business through them and through their referrals, Basedon a survey they vere able to get the below statistics that highlights the importance of postive custcmer experience and retention «+ Price i not the main reason for customer churn; it is actually due to tno ‘overall poor quay of customer service + Acustomer is 4 times more likely fo detect to a competitor ttre problom is service related than price or product related. «Tha probaolity cf selling to an existing customer is 60-70%. The probability of selig 10a new prospect is 5-20". «+ For avery customer complaint there are 26 other unnagpy customers who have remained silent + Adissatisfied customer wil tll between 9-15 people about thelr experience. ‘Around 12% of cissatsfied customers tell mare than 20 peaple, «+ Hapoy customers who get their issue resolved tell about 4-6 people about theirexperiance. «It eosts 5-6 times more to acquire a now customer than retain an existing ‘one. Questions: a) Suggest how implementing e-CRM can help in understanding the neeos and expectations of customers b) How can the distribution netwark yield business benefits through e-CRM 7