3.5 Business Systems

Question 1

what is MIS (management information system)

Answer 1

a system to collect, analyse store and present data
- often links to a database
- integrates multiple tools
- complex

Question 2

what is CRM (customer relationship management)

Answer 2

collects customer data and analyses it
- maintain current customers and entice prospective customers
- used to understand customers wants and needs
- are only useful if data quality is high

Question 3

what is SOP (sales ordering process)

Answer 3

1. customer places order
2. process order
3. create sales order
4. fulfil order
5. invoice customer

Question 4

what is SOP (standard operating procedures)

Answer 4

a policy giving a set of rules to follow
- ensure consistency across employees and reduces the chance of errors
- may not be comprehensive and can be inflexible

Question 5

what is a helpdesk

Answer 5

used to support technicians working in troubleshooting
1. user sends ticket asking for help
2. technician receives ticket and responds
3. when resolved the ticket is closed

• ticketing allows tracking of requests
• analysis can be conducted
• it can feel overly rigid and monitors and become a burden