Unit 1 - LO3 Understanding Business IT Systems

Question 1

MIS

Answer 1

. To generate information to aid the decision making process

. Plays a vital role in the management, administration and operation of a business

Question 2

CRM

Answer 2

. Provides an efficient system for the management and storage of information relating to potential customer leads
. Customer data generated through contact between the customer and the business is compiled across different channels

Question 3

SOP

Answer 3

. Provides the tracking of data
. Order data is taken from the customer or customer service employee and stored in the central database
. Order information is sent to the distribution department and/or warehouse as appropriate

Question 4

Help desk

Answer 4

. Single point of contact for customers/ users
. Used to gather information, which is used to determine who is best able to help the caller
. Help can sometimes be provided at the point of contact but may need to be escalated to others