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Management of Information System - Essay Example

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Instructor Institution Date Management Information Question 1 The problem within Cellular Inc. can be best represented through BPMN models which can illustrate the problems the customer encounters while placing and receiving an order for the iGizmo cellular phone…
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Management of Information System
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"Management of Information System"

Download file to see previous pages The customer care department of the company is not helpful to the customer when assisting with online orders for the cellular phone. As a result, the customer is not able to receive the order according to their request. It is because of these problems that the customer decides to send a letter to the CEO so that the company’s management would understand how serious the customer care problem is within the company. The complaint of the customer causes events within the company with the goal of finding the most appropriate solution for the problem. The events, activities and gateway within the service delivery department of Cellular Inc. are presented in the BPMN model in Figure 1 below. Figure 1: BPMN model for the problem at Cellular Inc. Question 2 There is poor communication between the company and its clients. This situation is demonstrated by the events the customer goes through in trying to place the order in an effective way. For example, the use of the company’s website by the customer reveals that the information which is expected to be at the site is missing. Additionally, the customer later realizes that the promotion had expired even though there was no information on the website to inform the clients when the promotion was supposed to end. The company also has a problem with the transaction system. This is evident by the problems the customer encounters while trying to make payments. The problem with the online transaction system is the duplication of the shipping address field which does not cater to those who would like the delivery to be made to a different location. After a long process of trying to credit the customer’s card, Robbie says that it was not possible because of the cancellation of the transaction by the client earlier on. These illustrations reveal that the company has a serious problem with its online transaction system which it needs to be addressed urgently. This is important because poor transaction processes and the inefficiency related to this are likely to make the customers lose their confidence in the company. How the customer care department functions is also a problem which needs to be addressed. This is apparent when the customer is directed to numerous customer support personnel who do not understand the actual problem with the transactions. The representatives of the company to whom the customer is directed do not seem to settle the customer’s problem. Moreover, there are delays in finding a solution because the customer is put on hold most of the time. Due to these issues it can be said that the customer care functionality of Cellular Inc. does not attend to the needs of the clients in the most efficient and effective manner. As a result, there was a lot of disappointment on the part of the customer which could lead to a loss of loyalty to the company. Question 3 The company must ensure that its website provides adequate details. For example, the prices of various products must be displayed on the website, including promotions for each product. The credit that the company’s customers are to be given should also be provided on the site. This is to ensure that the customers get adequate information on a product before they make an order. Company websites must provide their clients with timely and sufficient information before the online transa ...Download file to see next pagesRead More
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