QUESTION ONE Read the following article and answer the questions that follow: [40] Amazon's Use of Technology in Operations Management Amazon, the world's largest online retailer, has revolutionised the retail industry through its innovative use of technology in operations management. From its early days as an online bookseller to its current status as a global e-commerce giant, Amazon has leveraged technology to improve its supply chain efficiency, customer service, and overall operations. Amazon's supply chain management system is one of the most advanced in the world. The company uses a variety of technologies to manage its supply chain operations, including automated warehouses, robots, and delivery drones. Amazon also uses predictive analytics to forecast demand and optimize its inventory management. In 2012, Amazon acquired Kiva Systems, a robotics company that specialised in automated warehouse systems. Kiva's robots are used to move inventory around Amazon's warehouses, reducing the time and labour required for manual picking and packing operations. Amazon's customer service is also powered by technology. The company uses machine learning algorithms to analyse customer data and personalise the shopping experience. For example, Amazon's recommendation engine suggests products based on a customer's browsing and purchase history, while its chatbot feature provides instant customer support. Amazon has also invested heavily in logistics technology to improve delivery times and reduce shipping costs. In 2015, the company launched Prime Now, a one-hour delivery service for select products in certain cities. Prime Now relies on Amazon's vast network of fulfilment centres, delivery trucks, and independent contractors to deliver products quickly and efficiently. Amazon's cloud computing arm, Amazon Web Services (AWS), provides a range of services that support the management of its operations. AWS offers scalable and flexible computing resources that allow Amazon to process and analyse large amounts of data quickly and efficiently. For example, Amazon uses AWS to power its machine learning algorithms, which analyse customer data to personalise the shopping experience. AWS also supports Amazon's logistics operations by providing real-time tracking and monitoring of shipments and delivery vehicles. Amazon's innovative use of technology in operations management has played a key role in its success as an e-commerce giant. By leveraging advanced technologies such as robotics, machine learning, and cloud computing, Amazon has been able to optimize its supply chain operations, enhance its customer service, and reduce costs. Sources: 1. Amazon Annual Reports: https://ir.aboutamazon.com/annual-reports 2. "Amazon Prime Now: Delivering One-Hour Satisfaction," Forbes, August 13, 2015: https://www.forbes.com/sites/stevenbertoni/2015/08/13/amazon-prime-now-delivering-one-hour- Questions: 1.1 1.2 1.3 satisfaction/?sh=3d81efb05ec3 3. "Inside Amazon's Cloud Computing Infrastructure," Business Insider, August 24, 2015: https://www.businessinsider.com/inside-amazons-cloud-computing-infrastructure-2015-8 1.4 Examine how Amazon has leveraged technology to optimise its supply chain and discuss the benefits this approach has provided for the company and its customers. (10) Determine how Amazon has used cloud computing to support the management of its operations and discuss what benefits has this approach provided for the company and its customers. Assess how Amazon's use of technology has impacted its customer service and elaborate on the role machine learning plays in providing a personalised shopping experience for customers. (10) (10) Assess how Amazon's use of cloud computing through AWS has impacted on the management of its operations and determine the benefits this approach has provided for the company (10) QUESTION TWO 2.1 Discuss how supply chain performance can be improved. 2.2 A supply chain strategy is the overarching plan that an organisation uses to manage the flow of goods and services, from sourcing raw materials to delivering products to customers. Regarding the above information, elaborate on each of the different supply chain strategies. QUESTION THREE 3.1 Discuss the relationship between systems development and organisational change. 3.2 Examine the concept business process redesign in relation to information systems. [30] (10) (20) [30] (15) (15)