ITIS101 IT and Business Processes Assessment 3: Individual Case Study S2 2021 Due Date: Week 10 Friday 11:59 PM AEST Weighting: 30% Word Limit: 2500 Words Assessment Task: Identifying Businesses...

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ITIS101 IT and Business Processes Assessment 3: Individual Case Study S2 2021 Due Date: Week 10 Friday 11:59 PM AEST Weighting: 30% Word Limit: 2500 Words Assessment Task: Identifying Businesses Processes for, and Challenges to, Electronic Customer Relationship Management: A Case Study in Small Businesses in Sydney Best Travel is a fast-growing Sydney based transport company. The company had grown in past few years and now thinking to deploy a CRM solution to strengthen its electronic Customer Relationship management. It wants to build robust systems to enhance business process, track goods, strengthen customer relations and enhance productivity. Best Travel has appointed you an I.T. consultant for considering several CRM solutions. The Management wants to know how a CRM system can benefit them and how the relevant business processes will be improved. They also want to know the three shortlisted CRM application based on features and price and challenges expected for successful implementation. Case Study Question • Discuss the importance of CRM for Best Travel. • Model the business processes in relation to CRM and justify, by reference to theories and concepts studied, improvements made to the processes. • Evaluate three CRM solutions available and suggest which solution would be appropriate for Best Travel. • Discuss some of the possible challenges Best Travel will face in implementing CRM at their organisation. You report should be presented with an Executive summary, Table of Contents, Introduction, Body with sub sections answering the above four questions, Conclusion, and References to support your discussions. Marking Rubric Fail Pass Credit Distinction High Distinction Depth and credibility of research You have not demonstrated that You have demonstrated that The depth and The depth and The depth and you have conducted sufficient you have conducted sufficient credibility of your credibility of your credibility of your research (eg insufficient research (eg based on the research is above research is very good research is references to credible research number of references to average (based on the (based on the number exceptional (based on or peer-reviewed academic credible research and/or peer- number and quality of and quality of your the number and quality literature), and/or you have relied on dubious sources reviewed academic literature), and you have relied on credible sources your sources) sources) of your sources) Description of the issue/problem in Your description of the Your description is accurate Your description is Your description is Your description is terms of theories and concepts studied in issue/problem is inaccurate and demonstrates a sound accurate and accurate and accurate and this course and/or demonstrates a lack of understanding of the theories demonstrates an above demonstrates a very demonstrates an understanding of the theories and concepts studied (eg and concepts studied average understanding of the theories and good understanding of the theories and exceptional understanding of the because of incorrect use of terminology) concepts studied concepts studied theories and concepts studied Coherence of analysis Your analysis is illogical and/or poorly reasoned (eg because it relies on unfounded assumptions or misunderstands the theories and concepts applied) Your analysis is mostly logical and well-reasoned Your analysis is logical and well-reasoned to an above average standard Your analysis is logical and well-reasoned to a very good standard Your analysis is logical and well-reasoned to an exceptional standard Support for analysis Your analysis is insufficiently Your analysis is supported by Your analysis is Your analysis is Your analysis is supported by theory and/or evidence theory and/or evidence supported by theory and/or evidence to an supported by theory and/or evidence to a supported by theory and/or evidence to an above average standard very good standard exceptional standard Creativity Your paper lacks creativity Your paper is appropriately creative, whether in substance or format Your paper is appropriately creative to an above average standard Your paper is appropriately creative to a very good standard Your paper is appropriately creative to an exceptional standard Use of a commercially appropriate document structure (eg ‘executive summary,’ ‘circumstances,’ ‘issue,’ ‘analysis,’ ‘conclusion/recommendations’) Your document is not structured in a commercially appropriate manner (eg lacking relevant headings) Your document is well structured a commercially appropriate manner (eg using relevant headings) Your document is well structured a commercially appropriate manner to an above average standard Your document is well structured a commercially appropriate manner to a very high standard Your document is well structured a commercially appropriate manner to an exceptional standard Use of academically appropriate document style, writing style and referencing system You have not used an academically appropriate writing style and/or referencing system (eg you have used colloquialisms or overly formal language or failed to use a recognised referencing system eg APA or Harvard) You have used an academically appropriate writing style and referencing system You have used an academically appropriate writing style and referencing system to an above average standard You have used an academically appropriate writing style and referencing system to a very high standard You have used an academically appropriate writing style and referencing system to an exceptionally high standard Effectiveness of communication Your written communication is poor Your written communication is easy to follow Your written communication is clear and succinct to an above average standard Your written communication is clear and succinct to a very high standard Your written communication is clear and succinct to an exceptionally high standard