mis - customer, product,andre_mahinder_bg

8/8/2019 MIS - Customer, Product,Andre_Mahinder_BG

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Customers, Products & Info. Systems

2 - Bishwajeet Ghosh

10 - Andre Fernandez

15 - Mahender Pilania


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Otisline

Communication can be initiated from insidean elevator as well wasnt possible earlier

Central conduit for exchanging informationamong field service technicians, salespeople,design and manufacturing engineers, andmanagers


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Contrast between products and services

Product Service

DefinitionWork system output consisting of physical/information that thecustomer obtains and uses later

Work system output consisting of aset of actions performed for acustomer without producing aproduct that the customer uses later

Direct source of benefitsto the customer

Possession and usage of the product

Actions that are performedfor the customer

Examples of products or services that may

substitute for each other

Automobile Transportation service (bus)

Office copy machine Copying service

Book about ayurvedic

treatment

Examination and treatment

by an ayurvedic doctorCosmetics Beauty treatment (eg. VLCC)

Guide book and maps Guide service

Information Product Information Service

Encyclopedia Wikipedia


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3 dimensions of products and services

Product

Service

Information

Physical

Commodity

Customized


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Characteristics of Information Products

Intangibility Copyability

Non-consumeable Transportability

Manipulability


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Characteristics of services

Type of service Personal Impersonal Automated

PhysicalService

Physical therapy 10 week exerciseprogram at Abs for Her

Use of externalmachine that controlsexercise rate

InformationService Keeping track of anindividuals medicalrecords and makingavailable when necessary

Books and pamphletsabout fitness andmedicine

Automatically sensingheart rate and othervital signs whileexercising in a gym

Knowledgeservice

Medical treatment by afamily physician whoknows the patient well

Medical treatment by apreviously unknownphysician in a clinic

Computerizeddiagnosis of aparticular condition


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Customization and adptablility

Key issue is to provide product features andfunctions that the customer really wantsrather than just those which have alreadybeen defined or those which are easy toproduce


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Smart/Interactive/Programmable products

A smart product ispreprogrammed to acceptinformation from theenvironment and actaccordingly

An interactive productprovides immediate responsesto interactive commands

A programmable productaccepts information from userand processes it later

Heat sinking missileABS on cars

Vending machinesSearch Engines

Automaticwashing machines


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THE CUSTOMER EXPERIENCE


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CUSTOMER SATISFACTION

The basis of customer satisfaction is thecomplete customer experience, thecustomers entire involvement with theproduct starting with defining therequirements and acquiring the product.

Please the customers


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STAGES OF CUSTOMER EXPERIENCE -PRODUCT


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STAGES OF CUSTOMER EXPERIENCE-SERVICE

REQUIREMENTS ACQUISITION EXECUTION


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OPPORTUNITIES TO INCREASE CUSTOMERBENEFITS - REQUIREMENTS

Increase product awareness

Help define what the customer wants Help the customer identify the product that

fits best

Customize the product to fit the customersneeds


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OPPORTUNITIES TO INCREASE CUSTOMERBENEFITS - ACQUISITION

Improve timeliness of product availability

Expedite the purchase transaction (Banktransaction) Provide discounts or other adjustments

Simplify delivery of the product


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OPPORTUNITIES TO INCREASE CUSTOMERBENEFITS - USAGE

Provide training and/or information aboutproduct usage

Make the product easy to use Provide information about product use

(Help button in Ms Office, Guidebook/manuals for products)


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OPPORTUNITIES TO INCREASE CUSTOMERBENEFITS - MAINTENANCE

Provide ways to monitor product usage andoperating costs

Provide additional service Help maintain the product


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OPPORTUNITIES TO INCREASE CUSTOMERBENEFITS - RETIREMENT

Help the customer dispose of the productwhen it is no longer useful

Help the customer dispose of the productrelated waste

(Vehicle exchange)


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DETERMINING REQUIREMENTS

Opportunities to apply e-business in this areaincludes:Helping the customer learn about theproduct (Ex-Flight search based on budget)Evaluate product options (Find the productthat best fits the requirements and thencustomize)Customize the product before acquiring it


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ACQUIRING THE PRODUCT

Opportunities to apply e-business in this areaincludes:Finding a good price (Ex- priceline.com---Offera price for round-trip airline ticket betweentwo stations)Performing purchase transactions (Ex-Healthcare industry where transactions areburdensome )


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ACQUIRING THE PRODUCT

Taking deliveryQ: Customer not happy if the delivery is delayed?

Sol: Link order entry system to picking & packingprocesses that are sometimes operated bycompletely different companies.

-Tracking facility


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USING THE PRODUCT OR RECEIVINGTHE SERVICE

Opportunities to apply e-business in this areaincludes:Electronically enhanced products

(Ex- Security system record the electronic ID card details, elevatorsystems, automatic light switches, Jet Fighters)Providing better service (Ex-Avis car rental minimized the waitingtime and paperwork)

Providing product information or knowledge(Ex- Customer telephone hotlines, internet chat rooms)


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MAINTAINING AND RETIRING THEPRODUCT

Opportunities to apply e-business in this areaincludes:

Supporting maintenance and repair processesUsing remote monitoring

Retiring obsolete products


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Customers criteria for Evaluating

products and Services


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Common roles of MIS in improving theproduct of a work system

Productperformance

variable Typical measures IS roles

COST Purchase price Cost of ownership

Amount of time andattention required

Reduce internal cost of businessprocess and increase productivity

Improve product performance inways that reduces the customersinternal costs.

TCO- total cost of ownership- includes money+time+effort+attention that canbe used for other purposes

Eg. of IS implementation - ATMs, e-billing facilities, e- booking have all

reduced cost to company and also TCO.


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Product

performancevariable Typical measures IS roles

Quality

Defect rate per timeinterval or per quantity of output

Rate of warranty returns Perceived qualityaccording to customer

Insure the product is producedmore consistently

Make it easier to customize the

product for the customer Build IS into the product to make itmore usable or maintainable

Responsiveness Time to respond tocustomer request

Helpfulness of response

Improve the speed of response

Systemize communication withcustomers Increase flexibility to make it easierto respond to what the customerswants


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Product performancevariable Typical measures IS roles

Reliability

Average time to failure

Failure rate per timeinterval

Compliance to customer

commitment dates

Make the business process moreconsistent Make the business process more secure

Build features into the product that

makes it more reliable on its own right

Conformance tostandards and

regulations

Existence of nonconformance Rate of complaints aboutnon conformance

Clarify the standards and regulations sothat it is easier to determine whether theyare being followed.

Systematize work to make the outputmore consistent

EDI - Electronic Data Interchange systems exemplify the way conformance to

standards applies across the customer experience


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Diverse concerns of Different customers.

Every customer has different needs andexpectations from a product

Responding to different needs of differentcustomers may require producing differenttypes


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IS & Competitive Advantage

Competitive advantage occurs when a firmsvalue chain generates superior product andservice features, quality, availability, lowercost, or other things customers care about

Firms can use: Cost leadership

Product differentiation

Focus strategy


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IS & Competitive Advantage

In todays times, its obvious that InformationSystems can be a strategic competitiveadvantage

Some information systems are mission critical because their failure prevents normalbusiness functioning

Eg.


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Strategic Information Systems

They typically increase the customers perceived value by:

Customizing products

Augmenting products through information & services Eliminating delays & improving reliability

Making products easier to use

Bypassing intermediaries Reducing transaction times

Mission critical IS = hygiene factor Strategic IS = motivating/enabling factor

mis - customer, product,andre_mahinder_bg

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