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Unit 1: 3.5 - Business Systems
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3.5 - Business Systems
Revise, Recap, Review
3 Network topologies
2 advantages of using email as a method of communication
1 definition of a MAN
Objectives
Lesson Objectives
To understand how business systems can be used to increase the effectiveness of an organisation
To understand the terms MIS, CRM, SOP and help desk
To evaluate the effectiveness of revision materials!
Business Systems
Modern businesses are data driven
"If you can't measure it, you can't manage it"
Drucker. P
The use of ICT can enhance the effectiveness of a business or it's operations
Business Systems
MIS
Management Information System
Software system used by managers to make accurate decisions and monitoring the effectiveness of those decisions
Maintain records of past, present and predicted data
Data stored in the Database
Data is interrogated to produce reports
MIS - SIMS
SIMS is a MIS!
It contains data that helps the school operate effectively and make important decisions
Past data - I can see the results of your GCSE's, even older siblings GCSE's
Present data - I can see the results of the assessments you are taking now
Future data - I can use the present data to forecast what I think you will gain in your L3 CamTec in IT.
MIS
Area's of improvement - I can see we attract more sixth form students than ever before
Area's of risk - What is the trend with exam results for whole cohorts? How much progress are certain groups of students making?
Can we attribute responsibility of any risks to any individuals? i.e. what is the cause of the problem and how do we fix it?
Limitations
Cost - Server cost, software costs, ongoing support from third parties
System design that does not meet the needs of the user in the present or future
Poor quality data - May be entered incorrectly, out of date or incomplete
Customer Relationship Management
CRM systems track how businesses interact with their customers and potential customers
A database of client communications, meetings and documents
CRM systems hold customer details, historical data, prospective customers details (leads)
Primarily used in sales and customer support roles - Have you ever called a company and they asked to confirm your details/told you of times you called them before?
CRM Systems
Aids understanding of performance
Gives businesses an understanding of current sales
Can be used to predict future sales/performance - If we continue to operate in this way, then this will happen
Limitations
- Software issues, such as storage limits or poor performance/reliability
- Integration difficulties - will the CRM system merge with other systems currently used by the business?
- Meeting training needs - If training is not sufficient this can lead to errors, loss of data or simply not using a system to its potential
- Resistance from staff - May believe that face-to-face meetings are better
SOP
Standard operating procedure
Not necessarily completed using a specific software system - but can be enhanced using software solutions
SOP's are step-by-step guides that detail how operations should be carried out in the business
This ensures that the outcomes of each activity is always the same
SOP
The completion of each SOP should leave an audit trail!
This means that should a dispute be raised (internally or externally) then the audit trail should show accountability
Protect the business!
SOP's should be present for the business systems discussed already! CRM's and MIS's
https://www.systemhub.com/features/
Limitations
- Imposing too many limitations on practices can lead to lack of innovation!
- Creating an audit trail can lead to more time spent on paperwork rather than the task!
- SOP's need to be frequently updated as requirements/legislation change
- If updated versions of SOP's are not controlled, then employees may be working to different versions!
The Other SOP
We also need to know about another abbreviation of SOP - The Sales Ordering Process.
The Sales Order is an internally generated document initiated by the customer purchasing a product.
It is not issued to a customer - this would be an invoice - a bill of sale for a customer
SOPs
SOP's are created when an order is placed.
Creating an order
Record customer details, as well as order details of items.
Orders fall into 5 broad categories:
- Digital (downloaded)
- Build to stock (held in stock)
- Build to order (created only when requested)
- Configure to order (i.e. computers)
- Engineer to order (custom made)
Allocate
After the order is created, stock is reserved (allocated) to this particular order
Create a picking list (optional)
Give warehouse staff the locations of items for the order
Desptach
Confirm that items have been sent and update stock levels
Create an invoice (bill of sale) for the customer to include any dispatched items on the sale order
Update the customer account with the order
Helpdesk Software
When users have problems with their systems (what ever that system may be) it's useful to have an expert to help troubleshoot!
Help desks allow users to be guided through simple fixes over the phone
More complex issues may require technicians to visit users - this will depend upon the level of support purchased/available
Helpdesk
Help desk software exists to allow users to log issues whereby a ticket is generated
This confirms to the user that their issue is in the process of being resolved and in the technicians 'to-do' list!
The admin team are able to log actions taken to fix problems
Benefits
+ Helps with future fixes - have we had an issue like this before? If so how did we fix it?
+ See how reliable hardware is? Common failures?
+ Track how much money has been spent maintaining a particular device
+Identify when devices are due for renewal
More benefits
Title
Track performance of helpdesk personnel - By creating a log we can analyse how long issues take to resolve/how many issues solved per day/week/month
Ease of communication with end user - One portal to collate all of the issues
Limitations
Cost of creating an in-house help desk - staffing, software and hardware OR purchasing services from a third party
If a third party service, the level of support is usually tiered - you get what you pay for!
Availability of staff
More limitations
Staff feel monitored?
Knowledge base would take time to build up
Rigid structure for support
What if staff don't get on board ?
Task
We are going to create a revision resource for this topic.
Once created, you are going to swap resources and then critique each other's work
CONSTRUCTIVE feedback will be followed in order to improve our resources!
Task
MIS - Description, uses, how it helps businesses, limitations
CRM - Description, uses, how it helps businesses, limitations
SOP -Description, Uses, How it helps businesses, Limitations, software
The other SOP -Description, Uses, How it helps businesses, Limitations,
Help desks - Description, benefits, limitations, software