BSCLMR196920

(a) How can the strategic decision-making process be supported by the data collected both
automatically and by customer service operators at the call center.
Answer
The strategic decision making process can be supported by data collected both automatically and by
customer service operators at the call center. The data can be used to spot patterns and trends, which
can then be utilized to decide how best to allocate resources and raise the level of service.

(b) Various input and output devices that the business may need and why:
Answer.
Input device
The company might require voice recognition software, laptops, and telephones as input sources.
Customers' calls are answered on the phones, and data is stored and processed on the computers. The
uttered word is translated into text by the speech recognition software, which can then be stored and
processed.

Explanation.
The call center won’t succeed without the output and input devices that the company needs. Computers
are used to store and process data, while telephones are utilized to place and receive calls from and to
customers. The uttered word is translated into text by the speech recognition software, which can then
be stored and processed. Reports and documents are printed using the printers.

case 2
(i). The potential benefits from such a scheme.
Customers would benefit from the convenience of being able to check their accounts and perform
transactions online, wherever they liked, 7 days a week. The bank would be able to better satisfy
consumer expectations for accessibility and service as a result. Additionally, it would give the bank the
ability to compete more successfully against competitor banks that could already provide comparable
services.

(ii) The types of costs there might be:

Setting up and maintaining the required infrastructure to support Internet Banking would be expensive
(e.g. servers, software, security systems). Additionally, there would be expenses related to marketing
and client promotion of the service.

(iii) Any wider operational issues that would need to be addressed:

Before implementing Internet Banking, a variety of operational concerns would need to be taken into
account. Among these are concerns with security (ensuring that customer data is shielded from
Cyberattacks, for example), fraud (preventing fraudulent transactions), and customer assistance (e.g.
ensuring customers can get help if they have problems using the service).

Case 3.
a).Four organizational levels
The operational level is the most basic level of decision making, and is associated with operational
information systems. These systems provide information that is needed to carry out day-to-day
operations.
The next level of decision-making is the knowledge level, which is connected to knowledge
management systems. These systems offer the information required to manage the knowledge of an
organization.
The next level of decision-making is the management level, which is connected to management
information systems. These technologies offer the data required for managing an organization.
Strategic information systems are related to the highest level of decision-making, known as the
strategic level. These systems offer the data required to oversee the strategy of a business.

Explanation.
The operational, knowledge, management, and strategic organizational levels are the four. Each level's
information system type matches the sort of decision-making that level is linked with. Decisions at the
operational level are related to operational information systems, while those at the knowledge level are
related to knowledge management systems, those at the management level are related to management
information systems, and those at the strategic level are related to strategic information systems.

b).
a) The systems that relate to each organisational level within the functional area are:
 Recruitment and selection: systems that identify and attract candidates for vacant positions.
Training and development: systems that determine the training and development needs of
employees and offer training and development plans to enhance employees' skills and
knowledge
Performance management: systems that identify employees' requirements for training and
development and offer training and development programs to help employees enhance their
skills and knowledge.
Reward and recognition: mechanisms for rewarding and recognizing employees' performance

Explanation.
Each organisational level within the functional area will require different types of decisions to be made
in order to effectively manage the human resources within the business. For example, recruitment and
selection decisions will need to be made at the senior management level in order to ensure that the right
candidates are being selected for the vacant positions. Training and development decisions will need to
be made at the middle management level in order to ensure that employees are receiving the right
training and development programmes Performance management decisions will need to be made at the
junior management level in order to ensure that employees are meeting the required standards. Reward
and recognition decisions will need to be made at all levels in order to ensure that employees are being
recognized and rewarded for their performance.

Case 4.
Business managers are concerned about disaster, security, and errors since they can result in monetary
losses, reputational harm, and legal penalties. To manage these risks and make sure that their staff is
adequately prepared to handle them, businesses need to put rules and procedures in place.

When a business faces a disaster, security breach or error, it can lead to financial losses, damage to
reputation and legal liabilities. Businesses need to have policies and procedures in place to deal with
these risks, and to ensure that their employees are properly trained in how to handle them.

b).
There are many challenges that the internet gives rise to with respect to security. One challenge is that
the internet is a global network, which means that data can be accessed from anywhere in the world.
This makes it difficult to protect data from being accessed by unauthorized individuals. Another
challenge is that the internet is constantly changing, which makes it difficult to keep up with security
changes. Other challenges including viruses and malware, phishing scams, and cybercrime.

c)

The following administrative controls could be introduced by the manager:

1. Access control: Only those with permission should have access to the information system.

2. Change management: Before being implemented, system changes should be monitored and
reviewed.

3. System configuration management: The system's configuration needs to be controlled and tracked.

4. Incident response: A strategy for handling security events should be in place.

5. Security awareness: It is important to inform users about security dangers and practices.

6. Training: Users should receive secure system usage instruction.