COMM391 Section 203 Phase 4

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COMM391 Section 203 Phase 4 by Mind Map: COMM391 Section 203 Phase 4

1. Group 301

1.1. Operational Control

1.1.1. At this level, line managers and clerks will use TPS to carry out regular business transactions, pay rolls, updating and summarizing information. City Workforce needs to summarize data in order to simplify and categorize information about candidates to provide quick matches between candidates and companies. The database must also be constantly updated for new company needs and requirements and new skills that candidates acquire through training or workshops. Candidates' resumes, skills, education, experience will also need to be stored and updated at regular intervals to ensure the most recent information is available to make good matches. Whenever new candidates or companies are introduced to the City Workforce, they should be quickly integrated into the system so the best services can be provided. We also need to extract specific information from companies such as job descriptions and specifications, their expectations, as well as organizational values and cultures to ensure that companies will be satisfied with the candidates we offer for their temporary positions.

1.2. Management Control

1.2.1. At the operational and management level, middle managers will use MIS to monitor performance, schedule employee shifts, make matches between companies and candidates and produce reports from data taken from TPS. MIS will be used to ensure that candidates will not be double booked for temporary jobs. It will also contain information from the rating system where companies and candidates will rank and evaluate each other. MIS will then produce statistical reports regarding the rankings so both sides can improve. As well, data mining will be used to search qualified and available candidates to fill companies' jobs and create suitable matches.

1.2.2. At the management level, DSS will be employed to analyze and predict future employment trends. Information will be gathered regarding unemployment rates to predict future job openings. We will also have information regarding economic policies, employment requirements, and statistics for each industry to help candidates plan for future job openings.

2. At what level of the organisation will the data/information from Phase 3 be used? And how?

3. Group 305

3.1. With application to MoveIT:

3.1.1. Could use data mining for customer information and preferences (however, we are unsure if this would be worth the time and money) Scheduling and logistics information can be provided to management (level - operational control)

3.1.2. Strategic management looking at industry trends

3.1.3. management control Performance reviews

3.1.4. operational control scheduling of staff and trucks

3.1.5. operations need information relating to customer locations and job specific demands

4. Group 306

5. Group 307

5.1. VAnalyst: The data/information collected and analyzed by our company is primarily used by our front-line workers in our analysts and brokers.

5.1.1. Analysts - will use this data to predict the future fluctuations and performance of the market, to ensure proper investing decisions.

5.1.2. Brokers - they will require both financial as well as personal client information. For the financial information, brokers use the financial data processed by the analysts to decide which financial instruments are right for the clients For the client information, brokers require information about their clients' wealth, age, career stage, retirement goals, familial commitments, etc so they may offer the correct combination of financial expertise and familiarity to meet the client's specific financial needs and goals

6. Group 316

6.1. CITY WORKFORCE Level of the organisation needing the information: Operational Control (Line Management) and the Sales and Marketing Department. This level shall have access to the information because the line management are the ones who matches, while operations only deals with the implementation of the IS. Also, the information can be used by middle and senior managers, since the IS will evaluate feedback from employers/ees about employees/ers respectively. Middle and senior management will need this information to handle extreme cases and conflicts. How the information will be used by the level: Text Mining to find correlations between employers and employees. The information is semistructured, as we look for correlations but don't know where such correlation exist. It is not unstructured since there exists some certainty about market conditions and employer/ee needs. This business intelligence software enables the matching process. Also, OLAP: Since the information is being manipulated to match the clients, data warehouses have to be erected that enable the correlation. Overall, DSS will be the result, since the right information will enable sound decision making (ie matching).

6.1.1. Company information would be used to convince clients that this company provides the best service. For example, showing that they hire competent employees with a lot of experience Advisors would also use information about other companies to compare with the one they belong to, to point out their specialty and proven client satisfaction

7. Group 317

7.1. Operational Control (Line Managers)

7.1.1. Scheduling information Which will use TPS system to update new scheduling information for both truck drivers/movers and customer bookings. This will be useful by allowing us to better coordinate moves, prevent double bookings, increase efficiency (by making the schedule with moves closer together etc), and allow us to reduce/increase number of scheduled workers to fit current demand.

7.1.2. Use TPS to do other administrative tasks, like online invoicing/billing and payroll for employees (instead of paper system previously used)

7.1.3. use TPS to provide info to other IS

7.2. Management Control (Middle Managers)

7.2.1. Information on Peak peak from a DSS periods from historic trends from the industry will be used to determine when we will require greater amounts of vehicles/workers and when periods are expected to be slow and require less activity. an OLP data base will be useful in order to analyze past/future information to view these trends.

7.2.2. use MIS to produce monthly/weekly/yearly summary reports about things like moving demand, concentrated moving locations/areas, size of truck, and number of movers so managers can better allocate resources (eg amount of workers/trucks and distribution of movers/trucks)

7.3. Strategic Management (Senior Managers)

7.3.1. Information on customers such as (where moved to/from, size of move, review on process etc) will be used in order to help personalize future moves. It will also make it easier for customer to book any future moves. This will help managers to determine what else is needed by customers, ways in which to improve services. This will use an OLTP system in order to enhance decision making by gaining information on customer details.

7.3.2. Data on geographical locations of customers will allow MoveIT to choose the most efficient area to locate their fleet of trucks in the future

7.3.3. Information on usage and demand of specific sized vehicles will be used using DSS system to make decisions on which vehicles to purchase. (i.e. if medium sized trucks were used more we would purchase more of those).

7.3.4. use EIS to find general trends such as population growth in vancouver, immigration in vancouver, moving trends so managers can strategize on a more long term basis. Eg, the can plan for the next year if there is a steadily increasing immigration trend.

7.3.5. use data warehouse to store all info for company. Employee information, contractors information (movers/drivers availability, rates, geographic distribution) and customers information (name, address, history with company) so there is a central location of all information which gives a pic picture view of the company's internal and external situation.

7.4. Information on usage and demand of specific sized vehicles will be used using DSS system to make decisions on which vehicles to purchase. (i.e. if medium sized trucks were used more we would purchase more of those).

8. Group 318

8.1. Operational\

8.1.1. Using TPS system will allow our doctors/secretaries to update the database

8.2. Management

8.2.1. MIS system Using an MIS system will allow us to pick out potential clients

9. Group 320

9.1. Broker (Top Management) - Analytical CRM -

9.1.1. Analyzing customer retention rates, buying behavior (upselling properties eg://increased family size requires larger and more expensive property)

9.1.2. Assess customer's LTV in terms of current living situation, buying prospects, income etc.

9.1.3. Channel optimization, reviewing success rate of certain marketing channels eg:// email, print, telephone, online

9.1.4. New node

9.2. Realtors/Sales (Front Office) - Operational CRM -

9.2.1. Approach new clients with prospective properties.

9.2.2. Finding new buyers represented by firm and ones outside firm.

9.2.3. Automated marketing campaigns (calls, messages etc.) managing customer requests, inquiries, needs, appointments in order to facilitate sales.

10. Group 315

10.1. Bottom agents

10.1.1. Product information would be provided to clients/customers also report to managers about sales

10.2. Advisors

10.2.1. Insights on market trends would be provided to clients/customers who are interested in asset investment Economics knowledge would be used to give accurate advice to managers and clients

10.3. Real estate agents

10.3.1. They would use databases with data on houses in the market, the current economy (housing prices), etc. and would use it when making sales to and discussing options with clients

10.4. Managers

10.4.1. employee profile, to find the most suited person for a client, and also to compare with new hire profiles and find the right people

10.4.2. Revenue and cost information to know reflect on how the company is doing financially

10.4.3. They would use client provided feedback to evaluate how well they treat their customers and how satisfied customers are, so as to expect their level of "branding"

10.4.4. Use market and economic information to find assets to invest in or buy, to sell to customers

11. Group 314

11.1. CRM (Customer Relationship Management)

11.1.1. Collect basic information as well as spending habits and purchase preferences to deliver differentiated value to our target market

11.2. Real Time Database

11.2.1. Includes location, availability of products, price of products at retail locations

11.3. Management

11.3.1. Create value-chain network (establish and maintain value-chain (supply, delivery, customer-base) with managers and supply management at partners to create most effective, efficient, value-delivering supply chain

11.4. New node

12. Group 313

12.1. (DataMed): In phase 3 we identified various types of information that is appropriate to categorize in almost all the level of our business. As a private medical firm, the main focus of the data collected will be at the operational level. Implementing a transaction processing system (TPS), we will invite clients for a full medical examination when they join our business. We will take health statistics like gender, weight, blood type, previous medications, body temperature, blood pressure (and the list goes on) and enter them into our TPS. We will try and required our patients to come in for at least 4 checkups per year, but in the meantime we invite them to keep their own records using the appropriate equipment by entering their statistics into the TPS from home. This will support the focus on operations from our value-chain analysis. Having an operational database for our customers will ensure easy data entry for both our Doctors and clients. We also want to focus on customer efficiency. For this reason, scheduling patients will be much easier if availabilities for both doctors and patients are known. This is why at the operational control level, we will use the resulting schedule data from the TPS to design an efficient schedule system, one with digital reminders and clear calendars of when each doctor will see each patient. The information taken from the TPS will be integrated into a management information system (MIS), critical to the operations of the Doctor performing work and doing analysis on the patient. Along with the MIS, we may even necessitate the need to build another operational database, or if the amount is required, a data warehouse for external, digitally published medical journals and online forum discussion between professionals. Utilizing this external database, we can ‘text mine’ when specific problems arise in our patients. The utilization of this MIS will be critical to our value proposition of noticing irregular trends before they get too serious, and ensuring that the patient and doctor are on the same page when they are talking to each other about health issues. The MIS will also be critical when we are translating specific information in to other languages for our multicultural clients in Vancouver. Our middle managers will enjoy the benefits of an MIS by evaluating a patient profile with the doctor assigned to that patient and go over what extra benefits we can help them out with. This will best be implemented at the management control level with a decision support system (DSS). This DSS will use information from the MIS as well as any special notes from the Doctor (who derives most of his conclusions from the MIS) to forecast the patient’s future and make important decisions relating to extra service we want to provide. For example, if a patient is overweight, the DSS will give suggestions of which of our partners will help: will it be the gym we have partnered up with offering a weight-loss program? With the DSS, all the relevant options will be available for the manager to refer to the doctor, and then ultimately the patient. Strategic management will be responsible for acquiring partnerships with strategic partners who align with our goal of open, honest communication and practice with our patients.

13. Group 312

13.1. Management level: Data collected from our customer loyalty card CRM system will allow us to collect, process and assess the buying habits & demographics of our customers. It will allow us to see when certain produce, dairy or meat products are most seasonally popular and even what day of the week, hours of the day that people most frequently choose to purchase. Using a Decision Support System, our managers can asess historical data and make predictions for the future and smooth out any kinks in our logistics. This would mean being able to stock up and make available products when it is in great demand and not order as many products when it is not in demand. This would decrease our "days of inventory", which is particularly important for our highly-perishable, organic foods. Even if some customers do not have a loyalty card, we can still assess general POS data to see specifically which products are sold and in what quantities. This is definitely a job of middle management to ensure our 3 locations are stocked properly and to make strategic decisions in logistics.

14. Group 311

14.1. Decision Support system: Medical history from patients is used by doctors to make informed medical decisions.

14.2. Operational CRM : By creating an efficient online appointment scheduling system, DataMed would be able to shorten average waiting times of patients, decrease its transaction cost and increase efficiency as well as customer satisfaction.

15. Group 308

15.1. In our organization the data we collect through our customer recipe database would be used by our local managers to determine inventory patterns, and to better predict demand on a operational level. Marketing managers will also use the data to craft promotional strategies that specifically target groups and people identified by the recipe and customer database. Outside our organization our customers access the data available in our recipe database to find products in our store, or add new recipes to the online website

16. Group 309

16.1. Managers

16.1.1. recruits real estate agents Since our main strategy is to target first time buyers, recruiting proper employers who are patient,compassionate is essential. Information about the employee profile will be used here.

16.1.2. keeps track of firms performance internal data about each individual realtor's performance, sales,etc.

16.1.3. strategise how to market the firm develop strategies to locate where target market exist. The information about immigrant demographics and immigrant companies where we will find our prospective customers will be useful. Use search engine efficiency tool.

16.1.4. be an advisor to the realtors and help them needs to have up to date knowledge about the realty statistics, listings and up to date market data(MLS data).

16.2. Real estate agents

16.2.1. Customer's housing requirement use data from the database, from the individual customer's forms and questionnaires(for examples, neighborhood they are searching for,money they are approved for,etc.

16.2.2. Informing customer's on current market trends. Use the data collected on market trends

16.2.3. Recommending services like lawyers, mortgage brokers,perhaps also movers. Again understanding the customer's requirements,budget and have a thorough knowledge of the location and neighborhood.

17. Group 310

17.1. The data/information gathered in Phase 3 is used extensively in top management in order to help guide the strategic direction of the entire company.

17.1.1. Through the use of this information, management as well as employees can understand their clients and know how to manage their relationships accordingly.

17.1.2. By analyzing the data gathered in these databases, the company can gain valuable insight into customer needs and behaviours. Analytical CRM This allows us to identify potential cross-sell clients, to know which clients to upsell to a more expensive service/product, and to know how to retain customers and which ones will likely have a higher LTV (Customer lifetime value) Operation CRM Operational CRM is known as the front office and involves areas where direct contact with customers takes place. Information on this level can be used to directly increase our customer relation. Automated systems that run 24/7 can be used to provide minute-by-minute update to our clients.

17.2. Databases will be used to organize all of the information regarding stocks, such as the high and low prices of each stock for the appropriate period, and the ratings of the stocks (buy, hold or sell), and our clients can then view the performance of their portfolios compared to the industry averages. The databases can be used to then generate comparisons between the performance of stocks and various indexes (the Dow Jones, S&P 500 and NASDAQ)

17.2.1. This is aligned with VAnalyst's emphasis and dedication to 360 degree customer service.

17.3. CRM

17.3.1. Due to the existence of an extremely client-oriented and personable atmosphere in our industry, furthered by our close relationships with our clients since we are a small investment firm, We take great pride in getting to know each and every customer and providing relationship marketing, be it through providing the convenience of live online chat with agents online at our website or toll-free lines.

18. Group 304

18.1. Data and Information needed for company

18.1.1. feedback system At Management control level because it monitor's performance and make adjustments accordingly. This feedback would also come from our customers (the companies that hire our employees) to see how they perform, what they are doing right / wrong and the according adjustments that need to be made to ensure better quality in the future. Management Level

18.1.2. Booking & scheduling system Record routine transactions that are cirical to operations of an organization. Very important to our CityWork Force because the booking has to be flawless so that we can ensure that employees are always working on projects and scheduled as much as they possibly can. Without a proper scheduling system, we might miss on opportunities that arise and therefore loose revenue's. That's why our data and information needs to be properly organized so proper and efficient booking and scheduling can take place at all times. Operational Level

18.1.3. employee database Holds the information and ID of each and everyone of our employees so that they can easily be searched when a job opportunity arises for them and we can easily match them to the job. Management Level

18.1.4. Inventory systems Employees can use their specified ID to lend specified equipment to enhance job performance. With this system we can track which equipment they borrowed and how long they borrowed it for and charge them accordingly! Strategic Level

19. Group 303

19.1. What data/information is needed?

19.1.1. Customer Purchase History How? We will gather the information at the point of sale: when customers purchase items, the time, amount and types of foods will be matched to their customer ID (if they do not have a customer ID then the purchase history will still be stored). A TPS will be used to input, organize, store, and update this gathered data. This data will be of use when determining orders and inventory levels using DSS. (further explained in 'inventory data') TPS will be put to use at the operational level (point of sale)

19.1.2. Inventory Database How? We will be using MIS to analyze the data gathered from TPS.MIS will be used to determine the orders of staple foods and foods with relatively high and consistent turnover. This will allow us to build strong relations with our suppliers as we will be signing long term contracts as a buyer DSS will be used to forecast demand of the foods with a more volatile buying trend. This is to determine an approximate level of inventory to order in the future for. seasonal produce, as an example. DSS will focus on determining demand that is less predictable. Both MIS and DSS will be utilized at the Management level.

20. Group 302

20.1. Real Estate Agents - Operational - Most of the data would have to deal with CRM to help the agents be more effective in finding the right houses for the right owners efficiently in terms of cost and time. An OLAP database warehouse would be useful for agents to analyze these data and find meaningful information to aid in operations

20.1.1. Consumer Preferences As a realty firm, our focus is of course on the customer and their satisfaction which is a driver of CRM. So tailoring our picks of housing from our listing for each unique customer will not be a surprise. We can attain this data after each transaction and group similar clients together so then in the future, we can be more efficient and effective in tailoring listings to clients according to Income, price range, location, size, intent of use ie.investment or home, taste, neighborhood and etc. Immigration housing data Using data on future prospects of new immigrants, we can categorize each culture of incoming citizens to provide them with a favored neighborhood/location/price range/type of property and etc. in a efficient manner. It is also useful to identify which cultures like what kind of estates. Income categories As income change year by year due to economic situations, we can foresee what kind of listings in terms of price and afforability will be favored for the comming times and we can get a hold of the listings and offer them first. Agent preference We can see which agent is favored among client groups so it will be more effective assigning a suitable agents to handle transactions.

20.1.2. Mortgage Sources It is important to identify which mortgage services and methods clients want that will serve them better for each unique situation.

20.1.3. Public trends As public trends change, ie. from houses to apartments/townhouses to save money as the declining economy takes its toll. It is essential to stay ahead of the game and see what people are looking for/need before clients know it. We can capture all the listings that we are interested in ahead of time if we can stay at the frontier of trends and offer our clients the latest available listings. Listing Dates of purchase and sale essential for finding trends in specific locations and season.

20.1.4. Economic Data (ie. Interest rates, Market supply/demand, GDP, Disposable Income, Inflation, future economic prospects

20.2. Management - These data would be useful for management uses to identify areas that need improvement in terms of performance anc financial activities.

20.2.1. Productivity of Agents # of transactions This is important because the # of transactions identifies the performance of each agent and we can identify underperforming agents and fix the problem

20.2.2. Size of transactions This is important because the size of the transaction is directly related to our profits as we get larger commissions from bigger sales and purchases and split with the agents as well.

20.2.3. Costs ie. office space rental, office supplies, advertising, hydro/electricity, and etc.

20.2.4. Customer retention/refferrals Good indicator of the quality of performance of our agents and firm.