Business System

Question 1

a) Discuss the quality management issues that should be considered regarding end-user development of new business information system.

b) A global banking corporation is considering two options for its Systems Development Unit. Discuss and evaluate both those options:

(i) keep the Unit in-house and implement Total Quality Management in the Unit;

(ii) outsource the activities of the Unit.

Question 2

a) An organisation is considering introducing Customer Relationship Management (CRM). Discuss the issues top management should consider when assessing the value CRM would bring to the business.

b) Discuss the concepts of “relationship” and “transaction” customers in the context of CRM.

c) Examine the interfaces between CRM and other business processes in an organisation. Give examples of these in an organisation of your choice (you should make it clear what the organisation’s business activities are).

Question 3

a) Explain the concepts of enterprise resource planning (ERP) using examples relevant to a full-service international airline such as Emirates, BA, or Cathay Pacific (ie not a “budget” airline).

b) Examine the issues that should be addressed at different levels in the organisation (ie the airline) if the implementation of an ERP system is to be successful.