Southeast University

Assignment
On
Final Examination

Course Title: MIS & Decision Making Technique

Course Code: MIS522
Section: 01

Submitted To
Asma Akter Faria
Lecturer
Southeast Business School,
Southeast University

Submitted By
Anika Mollik
ID: 2020210004058
MBA (1 Year)
Batch: 37

Date of Submission: 03 January, 2021

Name- Anika Mollik
ID- 2020210004058

Answer To The Question No. 01

The e-commerce sites are different from e-business sites.

 E-Commerce: E-Commerce basically refers to buying and selling, transferring or exchanging
products, services, or information through computer networks, including the Internet.
 E-Business: E-business refers to, not only the buying and selling of goods and services, but also
servicing customers, collaborating with business partners, conducting e-learning, and conducting
electronic transactions within an organization.

The differences are given in the below.

 Area: E-commerce is a part of an e-business. An e-business is a broad term. It is any

business that incorporates online technologies into the business model.
Example- selling & buying of products & services and these related many additional activities
like- sales services, customer service e-commerce do. But e-business do huge activities like-
financial , banking, supplier-customer service, maintain customer relationship management,
supply chain management etc.

 Offers: An e-commerce offers an online monetary transaction process, while e-business

offers to any business that includes online technology of some sort in its business model.
 Existence in Bangladesh: There is no e-business in Bangladesh. Example- Amazon. But e-
commerce businesses are here. Example- Daraz, chaldal etc.
 Activities: There are more activities of E-business are- banking, financing, CRM, SCM, ERP.
But e-commerce has fewer activities on financing, banking, customer services, selling services
that e-business.
 Benefit: The main benefactor of e-commerce is the customer who is provided with the means
of making purchases online. On the other hand, the main benefactor of an e-business can be the
customer as well as business partners, suppliers, and so on.
 Over the internet: E-commerce is conducted exclusively on the internet. E-business can be
conducted on the internet, intranet, or extranet. 

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Name- Anika Mollik
ID- 2020210004058

Yes. There are many pure e-Commerce website in Bangladesh. The name of that are given in
the below.

 Evaly.
 Daraz.
 Priyoshop.
 Chaldal.
 Othoba.
 Khaasfood.
 Ajkerdeal.
 Rokomari.

 Here is the description of the business significance of standard features of e-commerce sites
focusing on Bangladeshi audience and relating them with examples.

 Ubiquity.

The e-commerce site should be assessable from anywhere/anytime: at work, at home, and elsewhere
via mobile, desktop, laptop devices.

Business significance- There is no time boundary, no location boundary. The marketplace is

extended beyond traditional boundaries and is removed from a temporal and geographic location.
"Market space" anytime, is created; shopping can take place anywhere. Customer convenience is
enhanced, and shopping costs are reduced.

Example- If any customer willing to buy furniture, then the customer can visit much furniture’s
websites like- Hatil, Otobi etc. If someone wants to buy food from online, can visit the Evaly,
Foodpanda etc. They can visit the websites from anywhere-home or office, anytime in Bangladesh.

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Name- Anika Mollik
ID- 2020210004058

 Global reach.

The technology reaches across national boundaries, around the Earth. That means anyone can reach
over the internet. We can think the internet is our market place.

Business significance- There is no cultural and national boundaries. The marketspace includes,
potentially, billions of consumers and millions of businesses worldwide.

Example- Bangladesh websites can be assessable from America. Like- Daraz, Foodpanda. Or, from
Bangladesh we can visit Amazon. We are buying or not buy but we can view it.

 Universal standards.

There is one set of technology standards, namely Internet standards. Standards means rules and
regulations that we have to follow on internet.

Business significance- With one set of technical standards across the globe, disparate computer
systems can easily communicate with each other.

Example- there are some protocol Bangladesh also use for websites, on internet- HTTP, TCP-
transmission control protocol, HTML- Hypertext markup language , IP rules, Domain Name etc.

 Richness.

Rich with content. That means the e-commerce site should be rich with video, audio, and text
messages of product and services.

Business significance- Video, audio, and text marketing messages are integrated into a single
marketing message and consumer experience.

Example- Bangladeshi audience use Facebook that is rich with content.

 Interactivity.

The technology works through interaction with the user. That means we can know our customer,
seller/supplier from websites. It is giving us the scope to interact with each other.

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Name- Anika Mollik
ID- 2020210004058

Business significance- Consumers are engaged in a dialog that dynamically adjusts the experience
to the individual, and makes the consumer a co-participant in the process of delivering goods to the
market.

Example- Many websites give their number in their details to contact with customers, SMS, E-mail
to ask questions. Like- messenger, many company’s website- bikroy.com, bangla shoppers, chaldal
etc, they give their number or details to contact.

 Information Density.

The technology reduces information costs and raises quality. That means the density of information
is huge and the cost of information will be less.

Business significance- Information processing, storage, and communication costs will drop and
currency, accuracy, and timeliness improve greatly. Information becomes cheap, more easier and
accurate.

Example- Alibaba.com, Daraz.com is full of information.

 Personalization/Customization.

The technology allows personalized or customized according to individuals as well as groups.

Business significance- Personalization of marketing messages and customization of products and

services are based on individual characteristics.

Example- Hatil furniture allow to customer to make their customization, customer can search
their willing products, can select items, colors etc.

 Social technology.

User content generation and social networking.

Business significance- New Internet social and business models enable user content creation and
distribution, and support social networks. Before buying any product we can ask on social
platform.

Example- We generate the content from Facebook, Instagram etc.

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Name- Anika Mollik
ID- 2020210004058

Answer To The Question No. 02

Companies maintain relationships with customers by using customer relationship management systems
(CRMS).
Customer relationship management system (CRMS) is one of the extended components of ERP.
Company’s managers use CRMS to get help from it. CRMS integrates customer related data;
consolidate the data, analyze the data into a single system so that we can get customers anytime.
Firms use customer relationship management (CRM) systems to help manage their relationships with
their customers. Integrate firm’s customer-related processes and consolidate customer information from
multiple communication channels to one single place.

Customer

35 35
Sales
Service
Marketing

35

Figure: Customer relationship management system (CRMS)

Using CRMS, companies maintain relationships with the customers:
 CRMS helps in all aspects of customer relationship including- customer service, sales and
marketing to optimize revenue, customer satisfaction, and customer retention.
 CRM can help a company to collect customer data, contact customers, educate them about
new products, and actively sell products to existing and new customers.
 Companies get help to manage all aspects of customer encounters, including marketing and
advertising, sales, customer service after the sale, and programs to retain loyal customers.
 CRM software uses a variety of information sources, including sales from retail stores,
surveys, e-mail, and Internet browsing habits, to get comprehensive customer profiles.
 CRM systems can also get customer feedback to help design new products and services.

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Name- Anika Mollik
ID- 2020210004058

The analytical and operational technologies of CRMS and focusing on the benefits with example.

 Marketing
 List Generator:

List generators compile customer information from a variety of sources with CRM system.
Information sources include Web site visits, Web site questionnaires, online and off-line surveys.
Benefits with example- if any one visit any website, SMS or call is a number, that information will
save by the list generator from CRMS. So that when need, can the data easily. This benefit we can
get.

 Campaign Management:

Campaign management systems guide users through marketing campaigns performing such tasks as
campaign definition, planning, scheduling, segmentation, and success analysis. Example-if I wanted
to be a campaign , then how much will cost, how the (ROI) Return on investment. The software will
help me on that work.

 Cross-Selling and Up-Selling:

Two key sales strategies a marketing campaign can deploy are cross-selling and up-selling. Cross-
Selling Example- In Star Kabab, when we go to eat biriany, then they suggest us to take also firny.
Up-Selling Example-when the urgency creates on our mind. Like- when we go to chillox, takeout to
eat burger in a single patty or normal burger, they describe with us about extra cheese, double patty
etc are only less amount price, it creates urgency on our mind.

 Sales
 Sales Management:

the typical sales process, which begins with an opportunity and ends with billing the customer for
the sale. Sales manage-ment CRM systems automate each phase of the sales process, helping
individual sales representatives coordinate and organize all of their accounts. Example- FedEx uses
Web-based self-service systems to allow customers to track their own packages with-out having to
talk to a CSR. FedEx customers can simply log on to FedEx's Web site and enter their tracking

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Name- Anika Mollik
ID- 2020210004058

number. The Web site quickly displays the exact location of the package and the estimated delivery
time. Also Uber.

 Contact Management:

Deals with existing customers. It stores customers contact information, it help in identify the
profitable customer. Benefit with Example- A sale representative can contact with their existing
customer for free sale serevice, offerings to get the target sales.

 Opportunity Management:

Deals with future customers. It helps to determine the potential customers. Benefit with Example- a
sale representative or business can find out new customer or new company to fill up their target
sales.

 Customer services
 Contact Center:

Examples- when we need some advice or suggestion, we contact or call to the center, they help us,
we can share our feedback. Like- grameenphone.com website, mobile or device like apple.com
website. Etc.

 Web based self service:

Examples- FedEx use web based self service. So that the customers can track their packaged and do
not need to talk with the company’s representative. It will show order details- tracking number,
exact location and delivery time.

 Call scripting:

Example- When we face same problem at same issues, then solution will be stored by this software.
For this result, when the similar issue arises, the representative will give the quick solution from the
saved data. This is the benefit of call scripting.

These all are the benefits with example of analytical and operational technologies.

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Name- Anika Mollik
ID- 2020210004058

Answer To The Question No. 04

In our Digital Bangladesh most of the firms use (ERP) enterprise system name are- Pridesys IT,
Desh ERP. Their Business value describe in the below.

 Business value:
 Operational excellence:

Enterprise systems provide value both increasing operational efficiency and by providing firm wide
information to help managers make better decision.

 Effective Handling Customers:

Enterprise systems help the firms’ respond rapidly to customer requests for information or products.

 A More Uniform Organization:

Companies can use enterprise systems to support organizational structures that were not previously
possible or to create a more disciplined organizational culture. For example, they might use enterprise
systems to integrate the corporation across geographic or business unit boundaries or to create a more
uniform organizational culture in which everyone uses similar processes and information. An
enterprise-enabled organization does business the same way worldwide.

 More Efficient Customer-Driven Business Processes:

Enterprise systems can help create the foundation for a more customer-driven organization. By
integrating all the separate business processes in sales, production, finance, and logistics, the entire
organization more efficiently respond to customer requests for products, services or information,
forecast new products, and build and deliver them as demand requires

 Firm wide Information for Improved Decision Making:

Enterprise systems also improve organization-wide reporting and decision making. It provides much
valuable information. Enterprise systems create a single, integrated the data for the entire firm. That will
help for senior management. They can more easily find out the unit performing of the organization.

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Name- Anika Mollik
ID- 2020210004058

Here are the probable challenges of automating business processes in a firm with enterprise systems
with example.

 Management Challenges:
 There are some management challenges in the companies that they face.
 The probability of failure is high.
 Example- A very high percentage (as much as 66 percent) of companies investing in enterprise
systems or systems for supply chain management or customer relationship management have
not been succeeded overall.
 So, the companies’ think about the challenges.

 High Total Cost of Ownership

 The cost is high. Enterprise systems, supply chain management, and customer relationship
management systems are very expensive to purchase and implement.
 Example- If I use these hardware and software database, tools, I have to my vendor’s fees and
who manage these software, I have to pay their personal cost, I have to pay my company’s
employees training cost, if I use any consultant, then the consultancy fees I have to pay.
 So, the cost of ownership is so high.

 Organizational Change Requirements

 Normal human being does not like the changes. But business processes change dramatically, as
do organizational structure and culture. Organizations that do not understand the need for these
changes or that are unable to make them will have problems implementing enterprise
applications and using them effectively.
 Example-suppose, in a firm, suddenly they are using SCMS, CRMS ERPS. Those systems
are not known by the employees. So, they cannot proper use of it. Because, they are used
to with their traditional way of systems. This is a organizational challenge that have to
accept by the organization.

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Name- Anika Mollik
ID- 2020210004058

 Realizing Strategic Value:

 Companies may fail to achieve strategic benefits from enterprise applications if the generic
processes enforced by enterprise applications prevent the firm from using unique business
processes that had been sources of advantage over competitors.
 Example-suppose, an organization using ERP. But the employees cannot understand the
process. As a result of this, the employees will not be able to proper use of it and cannot
get benefit from ERP. On other hand, the competitors will get benefit if they use
properly.

 Those challenges can be mitigated by following of some Solution Guidelines.

 Look at Business Objectives First:
 At first the organization has to set a goal or objective before buying the system. That why
they use ERP, what process they are going to incorporate by using ERP.
 Then identifying the key business processes the company is trying to improve and how
much these processes must change with an enterprise application should always be the first
step.
 Attention to Data and Data Management:

 Organizations have to pay attention on data. How they use the data properly, how the data
would be handled in a customer relationship management, supply chain management, or
enterprise system is a large-scale.
 Employees will have to study the software very carefully to make sure they understand the
definitions of the data elements in the system, how they relate, and how they can be used for
decision making and operational support.
 Senior Management Commitment and Employee Support:
 Senior Managers have to think in a positive way.
 Support and motivating from the CEO will encourage the employees to operate the
software.
 If employees can get commitment from the senior to use it properly, then they will be able
to use the software more effectively.

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Name- Anika Mollik
ID- 2020210004058

 Education and Training:

 Firstly managers have to educate or give training to their employees to how incorporate the
software.
 Managers must learn how the system can change key processes, organizational structure, and
the information they use.

The End
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