Page 1 of 2 11 Assessment Type Case Study Report Assessment Number Assessment Weighting 3 Group 30% Alignment with Unit Learning Outcomes Graduate Attributes Assessed Unit and Course LO1 LO2 LO3 LO4...

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Page 1 of 2 11 Assessment Type Case Study Report Assessment Number Assessment Weighting 3 Group 30% Alignment with Unit Learning Outcomes Graduate Attributes Assessed Unit and Course LO1 LO2 LO3 LO4 Communication: The ability to communicate effectively, both orally and in writing, with a diverse range of audiences Critical thinking and problem solving: The ability to address and solve problems creatively and in a structured and methodical way Due Date/Time Week 10 Assessment Description • Your research report will: • Identify a business that has recently taken advantage of opportunities related to information systems/technology management from the list contained in the last page of this document. • Write a report of between 3,000 and 3,200 words as defined by Word Count in Microsoft Word on the chosen business and information systems/technology management issue/opportunity. A word count using Microsoft Word must be included at the end of your report. The word count must not include the table of contents and also references. • The content of the report must indicate a sound knowledge of the use, and impact, of information systems within the researched organization. • Quotes from books, articles, the Internet, or any other source may not (in total) comprise more than 10% of the business report and must be correctly referenced in the Harvard style. Where excessive use of quotes is taken from any sources or where content is deemed not to be original in the case of excessive copying from any sources then a percentage of the marks available will be deducted based on the originality report provided by Turnitin.com. Unit BISY2006/ISY212 – Management Information Systems Page 2 of 2 Assessment Description • Teams of 3-5 persons will be working on the task throughout the semester in order to submit the Report by week 10. You are required to conduct an audit of the management information systems used in a selected enterprise. You will analyse the enterprise’s management information systems and make recommendations including the strengths and weaknesses that were revealed. Describe how the MIS system(s) are used to help the organisation gain a strategic or competitive advantage in the industry. • Your report should be a synthesis of ideas researched from a variety of sources and expressed in your own words. It should be written in clear English, and be submitted at the end of the lecture in week 10 in electronic format as a Word document. This electronic file will be checked using Turnitin for any evidence of plagiarism. You are expected to use references in the normal Harvard referencing style. A cover sheet should be attached to the assignment report confirming that the work is solely your own. Page 3 of 2 • Students should not engage in any form of misconduct such as cheating during • The AIH misconduct policy and procedure can be read on the AIH website (https://aih.nsw.edu.au/about-us/policies-procedures/). Misconduct Special consideration • Students whose ability to submit or attend an assessment item is affected by sickness, misadventure or other circumstances beyond their control, may be eligible for special consideration. No consideration is given when the condition or event is unrelated to the student's performance in a component of the assessment, or when it is considered not to be serious. • Students applying for special consideration must submit the form within 3 days of the due date of the assessment item or exam. • The form can be obtained from the AIH website (https://aih.nsw.edu.au/current- students/student-forms/) or on-campus at Reception. • The request form must be submitted to Student Services. Supporting evidence should be attached. For further information please refer to the Student Assessment Policy and associated Procedure available on • (https://aih.nsw.edu.au/about-us/policies-procedures/). https://aih.nsw.edu.au/about-us/policies-procedures/ https://aih.nsw.edu.au/current-students/student-forms/ https://aih.nsw.edu.au/about-us/policies-procedures/ Page 4 of 2 Marking Criteria You will be marked according to the following criteria, with a final mark out of 30. However, it will be scaled down to 10 marks. The purpose of the performance descriptors is as follows: 1. Based on the reading of the entire text, the marker determines if the student meets Communicative Competence. 2. If the task does not meet Communicative Competence, the marker provides feedback to the student based on the descriptors below. The marker refers the student to the Academic Development Office for further support. 3. If the student does meet Communicative Competence, the task can be graded based on academic discourse. Note the task could still earn a fail if it does not address the requirements outlined in the rubric below. To qualify for a pass, you must first demonstrate basic communicative competence as outlined in part 1 below. To then earn a pass or above, you must also meet the academic discourse criteria in part 2 below. 1. Communicative Competence These descriptors represent the fundamental skills for written compositions. Questions to ask yourself: • Are the ideas effectively communicated? (communicative competence achieved) • Are the ideas difficult to discern? (communicative competence not achieved) Literacy Feature Quality Sentence structure • Consistent use of correct sentence structure (for example: minimal run-on sentences and minimal sentence fragments). Vocabulary • Consistently appropriate word choices. Spelling • Correct spelling of most common words. • Correct spelling of specialist vocabulary. Punctuation • Predominantly correct use of simple punctuation (full stop, capital letters, commas, question mark, quotations). Grammar • Consistent use of tense appropriate for the type of text required. • Consistent use of subject-verb agreement and noun-pronoun agreement. • Conform to conventions of written English sentence construction. Paragraphing • Ideas are clustered logically. • Paragraphs contain only one theme. • There are a number of sentences that elaborate on the main theme. Page 5 of 2 2. Academic Discourse To earn a pass (P), you must meet the following minimum criteria: Literacy Feature Quality Content and evidence • Identifies and defines an IT/or IS appropriate to the chosen enterprise. • Justifies the selection of IT and/or IS as being appropriate to the chosen enterprise. • Provides examination of an information system(s) that fits in with a business. • Evaluation of an information system(s) to achieve business objectives. • Does not contain any errors in theoretical or conceptual knowledge. • Supported by only a few relevant academic publications. Organisation and structure • Preamble – clearly states the information technology / information system under discussion and the purpose of the document. • IT / IS – logically organised, dealing with each main idea as separate paragraphs. • IT resources: o Differentiates forms of hardware and describes the role and capacity of hardware / software items in a computer system; o Evaluates the functionality of different computer systems for different work environments. • References – contains a full list of academic sources referred to. • Sections are organised using paragraphs that are generally structured to provide a position or an argument, with o supporting sentences, and o evidence from academic sources. Academic style • Formal tone, but written in the first person. • Use of vocabulary and syntax suitable to the purpose of the task. • Transition words used to show relationships between ideas. • Arguments logically progressed throughout most of the text. • Accurate APA referencing. Page 6 of 2 Fail • Content and evidence: o IT / IS were inappropriate or inconsistent, especially if main argument not addressed and/or inappropriate argument used and/or no planned approach. o Little to no justification of the IT and/or IS to the chosen enterprise. o Does not answer all parts of the question or has been too descriptive and general. o Little or no reference to academic publications. To earn a grade higher than a pass, the above criteria must be met plus the following in sequence, to achieve the specified grade: Credit • Content and evidence: o Fully consistent and answer to some parts of the question. o Justification that used clear reasoning, with detailed supporting argument to the main ideas. o Main argument has reasonable clarity and is appropriate, and there is a planned approach. o Small range of relevant academic publications. Distinction • Content and evidence: o A largely critical and evaluative justification of the IT and/or IS. o Higher-level reasoning that explored various aspects of chosen IT / IS. o Several highly relevant academic and other reputable publications. • Academic style: o Arguments logically progressed throughout the entire text. High Distinction • Content and evidence: o An extensive and thoroughly evaluative, insightful coverage of all parts of the question with excellent examples which show evidence of critical thinking and analysis. o A wide range of highly relevant academic and other reputable publications. • Academic style: o Arguments logically progressed with total clarity throughout the entire text. A fail grade would be applied if any of the following criteria were met: Page 7 of 2 Marking Rubric: Assessment Criteria Fail Competent Good Excellent (10) 0-4 5-6 7-8 9-10 Currency /Appropriate choice of topic / Word Limit (2000 - 2200) The issue is no longer relevant / Inappropriate choice / Too short or exceeded. The issue chosen for discussion is current, i.e. published in 2009 or later / Good choice / questionable The issue chosen for discussion is current, i.e. published in 2009 or later. Satisfactory limit. The issue chosen for discussion is current Excellent choice Appropriate Limit (10) 0-4 5-6 7-8 9-10 Format – Introduction There is no clear introduction. Introduction included but does not include effective overview or scope of paper. Effective introduction
Answered Same DaySep 10, 2021BISY2006

Answer To: Page 1 of 2 11 Assessment Type Case Study Report Assessment Number Assessment Weighting 3 Group 30%...

Dilpreet answered on Sep 17 2021
157 Votes
Running Head: Case Study Report         1
Case Study Report         14
CASE STUDY REPORT: SUCCESS OF AMAZON BASED ON CRM SYSTEMS
Table of Contents
Introduction    3
About Amazon    3
Customer Relationship Management System    4
Customer Relationship Management System at Amazon    4
Uses of CRM at Amazon    5
Benefits of CRM System Used by Amazon    9
Use of CRM to Achieve Business Objectives    11
Conclusion    13
References    14
Introduction
As competition in the business environment continues to increase, businesses operating in different industries focus on gaining an edge over the other established players in the market primarily by focusing on the satisfaction of the custome
rs. Therefore, customer relationship management (CRM) has become a central information system in most of the organisations. CRM can be broadly understood as the combination of business strategies, processes and softwares that assist in building strong and long-term relationships between the business organisations and their customers. These CRM systems have been assisting businesses to store customer data and track customer interactions and also allows to share this information as and when necessary. CRM has been assisting businesses to manage relationships with customers and therefore, help businesses to grow. Through this report, the role and importance of CRM in the success of Amazon has been discussed. The report shall also describe the opportunities Amazon has managed to grab and the advantages this information system has brought to this e-commerce giant.
About Amazon
    Amazon is a multinational technology-based company of the American origin with its headquarters in Seattle, Washington. The company has turned out to be a major player in the e-commerce industry and also focuses on cloud computing, digital streaming and artificial intelligence. As an organisation, Amazon is primarily guided by four principles namely, customer obsession, passion for invention, commitment to achieve operational excellence and thinking for the future. Amazon is one of the companies, which focus on satisfaction of the customers and building strong relations with the customers rather than focusing on their competitors (Amazon, 2020). Amazon has been on a path of innovation and continual improvement to have a positive impact on its customers. Amazon has been focusing tremendously on coming with new inventions that can satisfy the customers in the best possible manner. Amazon has been providing its customers with services and products like Amazon.com, Amazon Web Services, Prime Video, Amazon Music, Fire tablets and TV, Alexa, Echo and Kindle e-readers and books.
Customer Relationship Management System
    In simple words, CRM can be described as strategies, tools, techniques and technology used by different business organisations for the purpose of attracting and retaining the customers through better services and interaction models. According to Buttle and Maklan (2019), the CRM systems and softwares that have been deployed by a number of business organisations to have smoother interactions with their customers and improve the efficiency of the operations associated with the customers to maximise the overall profits of the business. CRM systems are capable of gaining the information from multiple data channels. CRM systems are capable of storing detailed information of the customers such as their overall purchase history, personal information stored by the customers and the purchasing behaviour patterns of the customers.
Customer Relationship Management System at Amazon
    Amazon is not only a rich company and ranks among the top companies of the globe, but is also one of the most customer-centric companies, whose operations are oriented primarily towards the satisfaction of the customers. In order to gain the loyalty of the customers and gain customer satisfaction, Amazon has been making use of Customer Relationship Management Systems. CRM systems at Amazon have been working in a system to collect some valuable information from the customers (Wang, Cavusoglu & Deng, 2016). CRM systems used by Amazon collects all personal information of the customers such as their credit card records, order records, profile, transaction records, their purchase history and many more such personal details and are stored in the database.
    Further, the order processing system takes care of the transaction record with the help of secured transaction methods and then delivers these instructions to the delivery to the delivery system, which must then execute the shipments. The CRM systems deployed by Amazon are also capable of collecting customer information through customer feedback, interest of customers in different products and services, wish list of the customers and product reviews being provided by the customers. These systems have been further assisting Amazon to communicate with their customers through e-mail, message systems or through order information systems (Smith & Linden, 2017). The CRM systems at Amazon have been assisting this e-commerce giant to come up with a successful integration of customer sales, services and communication.
    Amazon has been making use of CRM systems that have ample tracking features capable of recording the customer interactions that have been taking place over the internet or online facilities. In addition to this, as opined by Catania (2016), CRM systems have been automating several routine processes of the business and has been assisting mangers by providing them with tools that allow for the tracking and measuring of the performance and productivity of Amazon. These systems have been enabling the managers to analyse satisfaction levels of the customers and has also been assisting them to determine the scope of improvement through the feedbacks being gathered by the customers. CRM system has been helping the managerial staff of Amazon to come up with better action plans that can push the sales to its full potential.
Uses of CRM at Amazon
    Amazon has been making use of CRM system to manage and synchronise business communication and information. Company has been making intelligent use of the CRM systems foundation of the success that Amazon enjoys in the recent times. Amazon has its own CRM software that has been tailored carefully to meet the requirements of the kind of services being provided by Amazon to its customers. CRM systems is an essential part of this organisation as it has been assisting Amazon to provide a customised on-site experience to its customers based on their personal information or the activities that have taken place in the past. CRM has...
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