6:25 WhatsApp docs.google.com Case Study1: Why Managers Must Get Involved in Information Technology 'IT' Belarusbank Joint Stock Savings Bank is one of the top 50 financial institutions in Europe. Its headquarters is in Minsk, the capital of Belarus, a country in Eastern Europe with a population of 10 million. The bank operates with six regional branches, 111 local branches, and 1812 outlets; it has 24,000 employees and approximately 54 billion in assets. It offers customers a wide range of banking products and services, including cash settlements, lending, deposit banking, leasing, foreign currency exchange and conversion, and depository services. Belarusbank began operations when Belarus was part of the Soviet Union. Its legacy systems and work processes were based on the Soviet style of banking, which emphasized tight control over efficiency. Each bank unit had its own separate accounting, reporting, and administrative systems and processes. The bank's operations were highly inefficient and overly complex. Senior executives decided to compete globally, but recognized that the bank's convoluted systems were hindering its growth. For Belarusbank to achieve its objectives, it needed to change its decentralized systems and antiquated work processes. It needed a single system that would support streamlined, standard work processes and enable employees to share business and customer data stored anywhere in the company. After studying the situation and evaluating many alternatives, management initiated a $20 million project to implement software from German vendor SAP AG and modernize the bank's operations. The software will replace many systems deployed over decades by various banking units. The new centralized banking operations will process some 2 million transactions daily and support 5000 employees. All credit, deposit, and payment processes will be standardized. The bank will be able to meet international accounting standards, international financial reporting standards, and Basel II financial reporting requirements, which are critical for expansion into international money markets. It will assist employees decide the best solutions and scenarios for their clients 6:25 WhatsApp docs.google.com customer data stored anywhere in the company. After studying the situation and evaluating many alternatives, management initiated a $20 million project to implement software from German vendor SAP AG and modernize the bank's operations. The software will replace many systems deployed over decades by various banking units. The new centralized banking operations will process some 2 million transactions daily and support 5000 employees. All credit, deposit, and payment processes will be standardized. The bank will be able to meet international accounting standards, international financial reporting standards, and Basel II financial reporting requirements, which are critical for expansion into international money markets. It will assist employees decide the best solutions and scenarios for their clients. Moreover, management is working to identify the new roles, rewards, and expectations that employees must adopt to use the new information systems and work processes effectively. The bank's new systems also will improve the efficiency of all the bank's business processes and provide a quicker time to market" for new products and product enhancements. Customer satisfaction also is expected to improve through increased customer responsiveness and consistency of business processes. Business unit managers are preparing workers to recognize these new capabilities and take advantage of them in their everyday work. A major portion of the project's benefits will come from a 10 percent reduction in employees, with a significant reduction in the number of accountants and it workers. Further benefits will come from cost savings in computer software, hardware, and maintenance. These savings will recover the total cost of the SAP implementation over several years. "IT solutions in the banking industry today are the essential part of a bank's strategy, allowing information sharing between different banks all over the world" said Vladimir Novik, deputy to the chairman of the board. "Belarusbank is the leader of the Belarus banking market and should become the example for other Belarus-based banks in every respect, including the modern banking business processes and solutions. One important thing is that the bank system should take into considerations three main thing, to inform, educate and commit both clients and employees 6:25 WhatsApp docs.google.com For Belarusbank to achieve its aims and objectives it needs to implement an information system that allows it to: Decentralized its business Centralized business processes Implement core competency All of the above The introduction of IT at BelarusBank adds innovations to its business practices and allows it to: Gain money Gain Productivity Gain new insights None of the above At Belarusbank. are in charge of preparing workers to recognize the new system capabilities in addition of identifying the data captured from information technology systems. managers supervisors software designers ethical administrators 6:25 WhatsApp docs.google.com Belarusbank Is investing in Hardware. Software and Networking; these are at the core of any successful System integration Information design Information technology System monitoring The Hardware Software and Networking implemented at Belarusbank constitutes its: IT organization IT integration IT infrastructure None of the above "The bank will be able to meet international accounting standards, international financial reporting standards, and Basel II financial reporting requirements, which are critical for expansion into international money markets. It will assist employees decide the best solutions and scenarios for their clients." This best describes the system as o DSS O PSS NTS EPS - 6:25 WhatsApp docs.google.com As Valdimir Nivik states in the case "IT solutions in the banking industry today are the essential part of a bank's strategy. allowing information sharing between different banks all over the world" shows the importance of IT in creating: * Interorganizational systems Unified systems Entrepreneurial systems EDS systems It can be said that Belarusbank uses the which provides a roadmap to guide management actions at each stage of the introduction of a new system. Change Management Continuum Model Unified Theory of Acceptance and Use of Technology Three Worlds of IT None of the above Managers have three critical responsibilities when it comes to IT:* ! 6:25 WhatsApp docs.google.com None of the above Managers have three critical responsibilities when it comes to IT:* Identifying appropriate opportunities to apply IT Smoothing the way for its successful introduction and adoption, Mitigating its associated risks. All of the above Using an enterprise IT would be beneficial for the company because it has a: * Shared employees Shared database Shared data compliance All of the above Case Study2: FedEx We Deliver On Time FedEx is an organization that never sleeps and for which every minute counts. Each business day the company's more than 275,000 employees and independent contractors handle an average of 6 million packages. using over 669 aircraft and 71,000 trucks The Company. which generates NOTUTTE per year, serves ! 6:25 WhatsApp docs.google.com Case Study2: FedEx We Deliver On Time FedEx is an organization that never sleeps and for which every minute counts. Each business day the company's more than 275,000 employees and independent contractors handle an average of 6 million packages, using over 669 aircraft and 71,000 trucks The Company. which generates $33 billion of revenues per year, serves more than 220 countries and territories. Inevitably, some packages miss their delivery time, some miss their destination, and some are damaged. When that happens, FedEx's 4,000 customer service reps in 56 call centers are the people customers call. Incoming telephone calls at the FedEx customer service center in Fullerton, California, never stop, and FedEx reps never have an idle moment on shift Many of the callers are already registered in the company's database. One of the most frequent requests is to send a FedEx worker to pick up a package. Using the software, a rep can handle such a request in 20seconds. All she needs to do is enter a name, which leads to a zip code, which in turn leads to a tracking number. That number uniquely identifies the package. Some complaints are more complex. For example, a FedEx driver misunderstood a note a caller had left for him and therefore misdelivered a package. A complaint like that takes no more than 10 minutes to resolve. An experienced and efficient rep can handle about 10 callers in 45 minutes. Ideally, though, nobody would call. If FedEx had its way, at least six of the ten callers would use their computers to go to FedEx's Web site and solve their problem by themselves because about 60 percent of FedEx's clients have a computer connected to the Internet. Like other companies, FedEx tries to save labor by directing callers to its Web site. Yet, many people prefer to use the phone and talk to a human helper. Meanwhile, FedEx's customer service centers were redesigned around a PC-based software desktop. A new policy was established: systems and customer service experts are equally responsible for the call centers. Using PCs, reps can pull up historical data on customers whenever customers call. Customer records that are immediately available to rens include shinning histories 6:26 WhatsApp docs.google.com by directing callers to its Web site. Yet, many people prefer to use the phone and talk to a human helper. Meanwhile, FedEx's customer service centers were redesigned around a PC-based software desktop. A new policy was established: systems and customer service experts are equally responsible for the call centers. Using PCs, reps can pull up historical data on customers whenever customers call. Customer records that are immediately available to reps include shipping histories, preferences, and images of the paper bills. Customers are happier now than they were just a few years ago. So are the reps. They must be polite, provide customers with correct appropriate information, and try not to give customers a reason to call again. Typically, callers are either determined to speak to a human or they know the help they need is too complex to be available at the company's Web site. The software engineers decided to modify Clarify so it interacts with Java code. This enables the reps to switch between windows and different applications of Clarify quickly during a call without reentering customer data. For instance, if a customer needs directions to pick up a package, the rep can click the tab of the mapping application. Relying on the customer's account data, the application picks up the customer's zip code. Combining it with the code of the pickup center, the software immediately produces directions, which the rep can read to the customer. While great improvements have already been accomplished both in service speed and quality. FedEx executives continue to look for ways to improve. Experts expect a single "nervous system for all types of customer calls by 2010. Software will accept all customer calls from the customer's PC, phone, or handheld device. Special software involving artificial intelligence techniques will screen all incoming calls, evaluate the problem's complexity, and decide whether to direct the calls to other software for resolution or to invite a human rep to intervene. At Fedex, the IT organization and its 6:26 WhatsApp docs.google.com At Fedex, the IT organization and its resources are focused on efforts that support the key objectives defined in the strategic plan of the business. This is knows as : Alignment Involvement User Agreement User Responsiveness Fedex operates in an industry with many dominant competitors. Which of the following statements is true? Its suppliers have strong bargaining power. There is a high threat of substitute products or services. There is a strong rivalry among the competitors in this industry Its buyers have substantial bargaining power. "A new policy was established: systems and customer service experts are equally responsible for the call centers this can be best described as a Strategic planning Strategic action Process planning 6:26 WhatsApp docs.google.com Fedex uses a form of strategic planning that defines the organization's vision and values and then identifies projects and initiatives to achieve the vision while adhering to the values. This form of strategic planning is known as: Issues-based Organic Strategic Planning Goals-based All of the above "Customers are happier now than they were just a few years ago." This statement shows that FedEx has succeeded in achieving its: OOO Mission / Vision Task / Work Process / Action Duty / Workflow "FedEx's customer service centers were redesigned around a PC-based software desktop. A new policy was established: systems and customer service experts are equally responsible for the call centers" is a statement that shows the importance of performing a analysis. CPM PERT SWAT SWOT 6:26 WhatsApp docs.google.com When Fedex evaluates its system based on financial revenues and customers' opinions, the company is would be measuring the efficiency of this system based on: * Monetary benefits Action plan benefit Tangible & Intangible benefits Moderation benefit This statement "Customers are happier now than they were just a few years ago" means that the company has avoided this force of Porters' Five Forces Model:* Substitute Products or Services Segmentation Automation Standardization For a successful implementation of information system, managers at FedEx are required to with their employees Share documents 6:26 WhatsApp docs.google.com Automation Standardization For a successful implementation of information system, managers at FedEx are required to with their employees Share documents Share Vision Share power None of the above When establishing SMART goals, Objectives, goals, and strategies should be communicated to Business units and functional units Technical units and functional units Non-financial units and functional units All of the above Page 1 of 1 Submit Never submit passwoude the al Ems