3.5 Business Systems

Question 1

What is an MIS?

Answer 1

A business system that stores, collects and analyses data.

Advantages
- The system process large amounts of data and organises it so that it can be used for analysis for a business.
- It can be used to identify trends and patterns.

HOWEVER,
- it is expensive to setup,
- requires employees to be trained on the MIS
- requires accurate data

Question 2

What is Customer Relationship Management?

Answer 2

A business system to improving the relationship between the business and customer by being communicative with customers through emails, surveys, responding to complains and rewarding customer

Advantages
- customers feel understood
- more sales and higher profits

Disadvantages
- for surveys, data quality may be low if customers skip the survey

Question 3

What is standard operating procedure?

Answer 3

A step by step guide in how to carry out a business routine. Any organisation will make a SOP to abide by legal requirements.

Advantages
- fewer errors
- meeting legal obligations

Disadvantages
- might be costly to adhere to legal obligations
- SOPs must be regularly reviewed and updated for any new laws
- time consuming as a lot of paperwork

Question 4

What is sales ordering process ?

Answer 4

A business system that consists of the steps taken once a customer has made a purchase. The steps are as follows :

1. customer orders the product / service
2. the order is confirmed and processed
3. the sales order is sent to the relevant departments (e.g finance or delivery)
4. Order is fulfilled by delivering the product / service
5. An invoice may be provided

Question 5

What is help desk?

Answer 5

A business system to support technicians working in troubleshooting which works as follows :
1. User sends ticket asking for help
2. Technicians receive the ticket & respond
3. When resolved, the ticket is closed.

Advantages
- all tickets are archived so previous problems are provided with previous solutions
- analysis can be conducted

Disadvantages
- costly for the software and hardware to run the system
- technicians need technical expertise regarding the computer systems of the hardware and software