Benta Casket Company
This paper proposes the shift toward the use of modern information technology infrastructure in improving customer service delivery in Benta Casket Company. The various software that need to be adopted are identified alongside various recommendations with regard to project management in information technology. Benta Casket company a major producer and distributor of caskets has been looking for a way to subsequently improve its customer service delivery through the use of modern information technology systems. The company has several plants and centers of delivery coupled with numerous offices in various locations. This company has a diverse market composed of many funeral homes across the US, Puerto Rico, and Canada. At the moment this company relies on the MIS department for the provision of all its information system related services.
The Use of Information Systems in Benta Company
The role of information technology system in customer service delivery has already been realized in many companies. Currently Benta Casket Company uses a system that is based on personal computers. This system has subsequently improved the management of orders in a day, the billing process and the tracking of orders in the company. The computer system is however based on the use of the Knowledge-Man software of the first generation. This software highly needs to be improved in order to adapt to changes in the volume of work to be handled. At the time of adopting the computer systems, a lot of time was also spend in training the personnel on how to operate the systems and shift from manual operation. The adoption of the best information system technology in line with the needs of this company is thus an issue that should highly be considered.
The use of a better information technology system based on the modern technology will highly benefit the company. This technology will subsequently improve operations in the distribution outlets by enabling the automation of order entries and the subsequent tracking of products in the warehouses as demanded by customers (Duncan, 1996). The use of modern information technology as opposed to the use of personal computers is quite effective as it offers many advantages including the automation of the acceptance of customer requirements. Logistics in the delivery of products will subsequently improve by the adoption of this system as the system will provide a route to be followed by the delivery tracks to save on time. This system will also provide guidelines on how the packing of caskets needed to be done so that those to be delivered first are packed last in the tracks and the reverse.
Why Shift to Modern Information Technology System
The use of modern information technology system offers the right resources and solutions to the challenges in any information technology infrastructure. The solutions provided by the use of a modern information technology system will make it possible for a business to expand its capabilities. Such a system will also increase the availability of the tools of information technology to the entire operations of a corporation and subsequently reduce possible complexity. As opposed to the use of ancient information systems, an ideal IT infrastructure based on modern technology will provide the solutions in the entire lifecycle of any project. These aspects will highly benefit the corporation by allowing it to meet the demands of its customers and enjoy a competitive advantage.
For a company to effectively improve the efficiency of its service delivery, the choice of the most appropriate technology to use should be critically examined (Schwalbe, 2010). Various technologies may present varying degrees of the expected efficiency. The most appropriate technology should present the lowest costs and at the same time provide the highest flexibility and efficiency in task performance (Wainright et al, 2004). The use of personal computers as depicted in Benta Casket Company was a good move at the time of their adoption. With increases in the workload and shifts in technology, PCs become inefficient without the adoption of the required features (Brown et al., 2008). For a company considering the use of information systems in improving its service delivery, the adoption of a system that permits upgrading is very vital (Brown et al., 2008). This saves the company on future costs when there is need to incorporate any new features to improve task performance
To foster the delivery of quality customer service via the use of information systems, the delivery system must exhibit the certain attributes. The relevant information related to the products of the company should be available at the point of delivery via an electronic system. Customer service delivery needs to be coordinated among various providers with all the service providers being accountable for the work processes. The information system to be adopted should also be innovative and in line with the company’s line of operation. The figure below shows the relationship between information technology systems, innovation and pursuit for a competitive advantage in a business organization.
For a company to enjoy the expected efficiency and reliability on adopting any computer systems, there is need to measure the architectural design of the system and its compliance. The compliance of a system to change is an aspect that was not considered when Benta Casket Company adopted the PCs. Non-compliance in computer systems in an aspect that can be determined by the quality of the features of an application (Schwalbe, 2010). This helps to estimate the possible risks and the potential of failures and defects in the application when it is finally adopted (Brown et al., 2008).
The main goal of improving customer service delivery via the use of information systems should be to create the form, time, place, and possession utility of the product being delivered to the customer. Time utility is created when the product is delivered at the required time while place utility is created when the product is delivered at the required destination. Form utility is attained when the product is delivered in a way that suits the needs of the customer as far as its use is concerned. Possession utility is created when the customer can obtain enough of what is required at once.
Approach to the Use of Information Systems in Improving Customer Service and Company Efficiency
The following are some of the aspects that service providers in a company like the MIS department need to consider when recommending computer systems to be used in a company. The study of the market in which the company operates should be done in detail (Brown et al, 2008). This will help establish the nature of the market and identify the most appropriate systems to be adopted as required by the customer needs. The nature of the product that the company deals in should also be critically examined. In the adoption of information systems to improve customer service delivery, the use of features that depict the product such as graphics is vital. This aspect if well coordinated to the other features that identify the product will help customers in the decision-making process (Phillips, 2003). This will help to ensure that by keying in the order with reference to the features of the product, the right product as required by the customer is delivered.
It is important for the service providers to equally establish the ability of the company to maintain a competitive advantage over its rivals with the use of a particular technology (Duncan, 1996). Normally most companies that will require earning a competitive advantage over their rivals may need to shift to various powerful technologies to stay ahead of the competition. This may be costly in terms of dumping the old the technology in favour of the most recent technology. The service provider should thus provide the company with the best technology that can meet its level of competition to cut down on such costs.
Management and technical approaches
To attain the various forms of utility as required by the customer, the computer system that should be adopted needs to provide all the four types of utilities. Network connection to allow for effective communication between the company, and the customer is a very important aspect to be considered. Though the MIS department recommended the use of an Internet modem, the shift toward a more powerful source of Internet such as the use of a wireless Internet provider in the company is a better option. This is because an Internet modem might not meet the required Internet speed to process the bulk of information that the company might hold with increases in demand. The use of an efficient internet connection such as a high speed wireless internet network offers the company’s customers a wide access at anytime. This allows for very smooth communication between the company and its customers.
Customer service delivery requires the need to use a very excellent computer system for operating accounting activities. For Benta Company to have benefited from the integration of accounting services across its various departments, the adoption of Enterprise Resource Planning software would have been a better option. Because the company has computers in all of its departments especially those handling customer services, the adoption of the ERP software will have integrated the operations of the company via the use of one database (Freeman et al, 2000). The use of this database will allow the customer service personnel in different departments to easily share and exchange information. This will allow for easy tracking of orders between the entry point, the warehouse and the final point of delivery without delays (Wainright et al., 2004). The order fulfillment process will highly improve with the use of this software. This software yields a roadmap that easily automates the fulfillment of a customer’s order once entered in to the system. Unlike the use of barcodes as recommended by the MIS department that may result in the delivery of wrong orders. This software is error tolerant. This implies that the orders delivered will also be free of errors.
In future if the company needs to cut down on costs, there is need to consider the use of Grid computing as opposed to the use of a conventional computer infrastructure. This type of computer infrastructure offers the company the various levels of controls and is very flexible. Unlike what previously took its MIS department much time to incorporate the required features to meet the expected efficiency, the shift toward the Grid computing infrastructure allows for a rapid respond to changes in technology and workload (Freeman et al., 2000). This technology is capable of evaluating the demand for required features in real time. With the adoption of the grid computing infrastructure, it also becomes possible to quickly adjust to changes in technology.
Work to perform: major work packages and deliverables
The adoption of modern information technology infrastructure will allow for the performance of various tasks and responsibilities in customer care. A technology dimension will allow for the provision of self services to the customers just like in the banking system (Duncan, 1996). The system will also make it possible to track orders from the customers and the exact location of products in transit in real time. This will make it possible for the customer to know when exactly to expect the product ordered for. The use of an electronic system as opposed to manual manipulation will also increase efficiency in general service provision. Such a system will subsequently cut down on the possibility of making errors by fostering the absolute adherence to protocols. The main task in the use of a modern information technology system to improve customer service is related to improving the ordering process. With the adoption of a modern information system, customers can go online and fill in their order details at any time. Payment for the orders also can be made electronically.
Project Schedule
The implementation of the entire project based on the use of modern technology will take a period of six months. The first month will be spend on identifying the pitfalls of the current system and subsequent overhaul. The same month, technical experts from IBM will be hired to recommend the best IT infrastructure to be adopted in line with the identified IT solutions indicated in this proposal. The second month will be spend on purchase and subsequent installation of the newly recommended system infrastructure. The third month, the installation of the system will be fully completed and subjected to test and approval for use by experts from IBM. The fourth month, the IT experts in the MIT department within the corporation will be trained on how to use the new technology and subsequently trouble shoot in the event of a technical problem. The fifth month will then be spend on the training of all the staff members in all the departments within the corporation and the use of the technology will be initiated in all the operations of the corporation at the start of the sixth month.
References
Brown, C.W., DeHayes, D.W., Hoffer, J., Wainright, M., & Perking, W. (2008). Managing Information Technology (6th ed.). New York: Pearson Prentice Hall.
Duncan, W. (1996). A guide to Project Management Body of Knowledge. Boulevard: PMI Standards Committee.
Freeman, L.A., Jarvenpaa, S.L., & Wheeler, B. (2000). The Supply and Demand of Information Systems Doctorates: Past, Present, and Future. MIS Quarterly, 24 (3), 355-377.
Phillips, J. (2003). PMP Project Management Professional Study Guide. London: McGraw-Hill Professional
Schwalbe, K. (2010). Information Technology Project Management. Boston: CourseTechnology-Cengage.
Wainright, E.M., Brown, C.V., Dehayes, D.W., Hoffer, J., & Perking, W. (2004). Managing Information Technology (5th ed.). New York: Pearson Prentice Hall.