An Assignment

on
Final Exam

Course title: MIS & Decision-Making Techniques

Course Code: MIS522

Submitted to
Asma Akter Faria
Lecturer,
Southeast Business School
Southeast University

Submitted by
Md. Saidul Islam Khan
Id: 2021010004026
Section: 3
Batch: 38
 MIS 5122/MIS 522
MIS & Decision-Making Techniques
Final Examination

Answer to The Question No. 01

E-Commerce

E-commerce or electronic commerce, is the process of buying and selling goods over the Internet. Other
than buying and selling, many people use Internet as a source of information to compare prices or look at
the latest products on offer before making a purchase online or at a traditional store. E- business is
sometimes used as another term for the same process. More often, though, it is used to define a broader
process of how the Internet is changing the way companies do business, of the way they relate to their
customers and suppliers, and of the way they think about such functions as marketing and logistics.

Four types of eCommerce are popular in Bangladesh:

• Business-to-Business (B2B)
• Business-to-Consumer (B2C)
• Consumer-to-Consumer (C2C)
• Business-to-Employees (B2E)

Features of E-commerce
1. Ubiquity- The traditional business market is a physical place, access to treatment by means
of document circulation. For example, clothes and shoes are usually directed to encourage
customers to go somewhere to buy. E-commerce is ubiquitous meaning that it can be
everywhere. E-commerce is the world’s reduce cognitive energy required to complete the
task.
2. Global Reach- E-commerce allows business transactions on the cross country bound can
be more convenient and more effective as compared with the traditional commerce. On the
e-commerce businesses potential market scale is roughly equivalent to the network the size
of the world’s population.
3. Universal Standards- E-commerce technologies are an unusual feature, is the technical
standard of the Internet, so to carry out the technical standard of e-commerce is shared by
all countries around the world standard. Standard can greatly affect the market entry cost
and considering the cost of the goods on the market. The standard can make technology
business existing become more easily, which can reduce the cost, technique of indirect
costs in addition can set the electronic commerce website 10$ / month.
4. Richness- Advertising and branding are an important part of commerce. E-commerce can
deliver video, audio, animation, billboards, signs and etc. However, it’s about as rich as
television technology.
 5. Interactivity- Twentieth Century electronic commerce business technology is called
interactive, so they allow for two-way communication between businesses and consumers.
6. Information Density- The density of information the Internet has greatly improved, as long
as the total amount and all markets, consumers and businesses quality information. The
electronic commerce technology, reduce the information collection, storage,
communication and processing cost. At the same time, accuracy and timeliness of the
information technology increases greatly, information is more useful, more important than
ever.
7. Personalization- E-commerce technology allows for personalization. Business can be
adjusted for a name, a person’s interests and past purchase message objects and marketing
message to a specific individual. The technology also allows for custom. Merchants can
change the product or service based on user preferences, or previous behavior

A set of planned activities designed to result in a profit in a marketplace.

E-commerce business model:

A business model, that aims to use and leverage the unique qualities of the Internet and the World
Wide Web. E-Commerce business models integrate the internet, digital

communications and IT applications that enable the process of buying and selling. E- commerce
business models are

1. B2C (Business to Consumer)

2. B2B (Business to Business)
3. B2G (Business to Government)

Consumer

Partner Enterprises

Business

B to G

B to C

B to B

Government
Models of e-commerce

Business to Consumer: B2C e-commerce is unlikely to be of much use in the near future
in Bangladesh because of low per capita income, a weak infrastructural and legal
environment, lack of trust between business and consumers. B2C for cross border trade is
also limited by the factors suggested for the domestic front. In addition, non-availability of
international credit cards, foreign currency remittance restrictions, delays and informal
payments at customs clearance even for small value and quantity items will discourage
B2C.

Business to Business: The B2B application already exists in the export sector of
Bangladesh, especially in the Ready-Made Garments (RMG) industry. RMG has the lion’s
share of the export earnings in Bangladesh. The RMG sector has begun to use the Internet,
and its dependence on ecommerce is likely to grow in the coming years. The Internet would
enable them to seek information about potential buyers as well as raw material suppliers.
Similarly, the practice of posting a website by individual producers has begun. However,
if Bangladeshi producers are unable to accommodate electronic transfer of payment and
other facets of e-commerce, the business opportunity will move on to countries that have
developed such systems.

Business to Government: B2G e-commerce is possible in Bangladesh, but on a limited

scale at this stage. The government is a major buyer of goods and services from the private
sector. Typically, the government procures goods and services by inviting tenders.
Transactions involving information collection, obtaining various governmental forms,
registering activities can also be conducted on-line. This will reduce time costs, corruption
and the necessity of going through lengthy bureaucratic procedures as well as increasing
transparency.

Depicts the three dimensions of e-commerce. Business-to-Consumers (B2C) ecommerce

is practically non-existent within Bangladesh, while a very limited level of Business-to-
Business (B2B) and Business-to-Government (B2G) transactions exists. The potential for
use of e- commerce by Bangladeshi consumers and businesses with foreign firms is much
brighter, and can play an important role in boosting the country’s exports. A significant
volume of B2G is also possible, as the government remains the biggest spender.
Revenue Model:

1. Advertising revenue model Revenues are generated from advertisers in exchange for
advertisements. This is an indirect revenue model. Typically, fees are generated from
advertisers in exchange for advertisements, which is ultimately the classic principal among
the revenue models besides sales. Even if representatives of major media companies
complain about earning less money with online advertising than with advertising in print
or TV, the figures indicate steadily rising revenues. The advertising revenue model is based
on contacts making it one of the indirect sources of revenue. The conventional version is
display-marketing -for example wallpaper, super banner, rectangle, and skyscraper. This is
paid according to traffic (invoice per CPC/cost-per-click or CPX/cost-per-action). The
main online advertising variations are besides display-marketing, affiliate-marketing
(advertising on many websites, CPX) and search-engine-marketing (CPC). Special models
are e-mail-marketing and social-media-marketing. Red box is an example of advertising
revenue model.
2. Subscription revenue model

User charges a periodic fee to subscribe to a service or product. For example, www.bikroy.com.
In this website sell their product. In order to gain more customers user, have to subscribe with
a nominal fee. When a particular customer will look for that particular product that user’s
product will show up first with a tagline “Top Ads”.

3.Transaction fee revenue model

In this model a company receives commission based on the volume for enabling or
executing transactions. A company receives commissions based on volume for enabling or
executing transactions. The revenue is generated through transaction fees by the customer
paying a fee for a transaction to the operator of a platform. The company is a market place
operator providing the customer with a platform to place his transactions. During this
process the customer may be presented as a buyer as well as a seller. To actively participate
in this e-market, customers must register, so both parties of a transaction taking place
are identified. From a business perspective, the offer is determined by others as
customers offer their goods online and are acting as sellers. The amount of the transaction
fee can be both –fixed and percentage calculated. For example, it could be “BKash”. In our
country most of the e-tailor uses Bkash for transaction. If an-tailor asks Bkash for a
commission then it’s a transaction revenue model.
4. Sales revenue model

A company derives revenue by selling information, goods or services. E-trailer, live

shopping, shopping clubs uses this revenue model. www.kaymu.com sales goods and
services in order to generate revenue.

5. Affiliate revenue model

A company steers business to an affiliate and receives a referral fee or percentage of the
revenue from any resulting sales. E-trailered-malls are appropriate for this revenue model.
The affiliate program is an online distribution solution which is based on the principle of
commission. Merchants advertise and sell their products and services through links to
partner-websites. It is a pay-for-performance model: Commissions are only paid for actual
revenue or measurable success. An affiliate-link includes a code, which identifies the
affiliate. That’s how clicks, leads or sales are tracked. The affiliate therefore acts as the
interface between merchants and customers. This model leads to a win-win situation: the
merchants sell their products or services and the affiliates get their commissions. Variations
include banner exchange, pay-per-click and revenue sharing programs. The affiliate model
is well-suited for the web and therefore very popular. For example, www.amazon.com.
 Answer to The Question No. 02

Customer relationship management (CRM) is the combination of practices, strategies and

technologies that companies use to manage and analyze customer interactions and data throughout
the customer lifecycle. The goal is to improve customer service relationships and assist in customer
retention and drive sales growth. CRM systems compile customer data across different channels,
or points of contact, between the customer and the company, which could include the company's
website, telephone, live chat, direct mail, marketing materials and social networks. CRM systems
can also give customer-facing staff members detailed information on customers' personal
information, purchase history, buying preferences and concerns.

CRMS, companies maintain relationships with the customers:

➢ CRMS helps in all aspects of customer relationship including- customer service, sales
and marketing to optimize revenue, customer satisfaction, and customer retention.
➢ CRM can help a company to collect customer data, contact customers, educate them
about new products, and actively sell products to existing and new customers.
➢ Companies get help to manage all aspects of customer encounters, including
marketing and advertising, sales, customer service after the sale, and programs to
retain loyal customers.
➢ CRM software uses a variety of information sources, including sales from retail stores,
surveys, e-mail, and Internet browsing habits, to get comprehensive customer profiles.
➢ CRM systems can also get customer feedback to help design new products and
services.
Explain the analytical and operational technologies of CRMS focusing on the benefits with
example:
1. Operational CRM technologies: Operational CRM is the most traditional CRM subset. It
maintains a record of direct interactions with clients and prospects. It’s based on data entries and
helps organizations monitor sales and marketing activities.

Example: When any election is knocking at the door every people in the selected area get SMS
(Short Message Service) from the candidates to vote.

2. Analytical CRM technologies: Analytical CRMs mine data received from every level of the
organization and provide insights and intelligence to help businesses operate effectively. When
used for sales and marketing (its most common application), this CRM analyzes data from multiple
sources, such as web forms, white paper downloads, and other portals to help profile prospects.

Example: When a customer makes inquiries about certain about CRM systems as “one size fits
all” technology would defeat its actual purpose.

❖ Marketing
✓ List Generator:

List generators compile customer information from a variety of sources with CRM system.
Information sources include Web site visits, Web site questionnaires, online and off-line
surveys. Benefits with example- if any one visit any website, SMS or call is a number, that
information will save by the list generator from CRMS. So that when need, can the data easily.
This benefit we can get.
✓ Campaign Management:

Campaign management systems guide users through marketing campaigns performing such
tasks as campaign definition, planning, scheduling, segmentation, and success analysis.
Example-if I wanted to be a campaign, then how much will cost, how the (ROI) Return on
investment. The software will help me on that work.
 ✓ Cross-Selling and Up-Selling:

Two key sales strategies a marketing campaign can deploy are cross-selling and up-selling.
Cross-Selling Example- In Star Kabab, when we go to eat biriany, then they suggest us to take
also firny. Up-Selling Example-when the urgency creates on our mind. Like- when we go to
chillax, takeout to eat burger in a single patty or normal burger, they describe with us about
extra cheese, double patty etc. are only less amount price, it creates urgency on our mind.
❖ Sales
✓ Sales Management:

the typical sales process, which begins with an opportunity and ends with billing the customer
for the sale. Sales management CRM systems automate each phase of the sales process, helping
individual sales representatives coordinate and organize all of their accounts. Example- FedEx
uses Web-based self-service systems to allow customers to track their own packages with-out
having to talk to a CSR. FedEx customers can simply log on to FedEx's Web site and enter
their tracking number. The Web site quickly displays the exact location of the package and the
estimated delivery time. Also, Uber.

✓ Contact Management:

Deals with existing customers. It stores customers contact information; it helps in identify the
profitable customer. Benefit with Example- A sale representative can contact with their
existing customer for free sale service, offerings to get the target sales.
✓ Opportunity Management:

Deals with future customers. It helps to determine the potential customers. Benefit with
Example- a sale representative or business can find out new customer or new company to fill
up their target sales.
❖ Customer services
• Contact Center:

Examples- when we need some advice or suggestion, we contact or call to the center, they
help us, we can share our feedback. Like- grameenphone.com website, mobile or device like
apple.com website. Etc.
• Web based self-service:

Examples- FedEx use web-based self-service. So that the customers can track their packaged
and do not need to talk with the company’s representative. It will show order details- tracking
number, exact location and delivery time.
• Call scripting:

Example- When we face same problem at same issues, then solution will be stored by this
software. For this result, when the similar issue arises, the representative will give the quick
solution from the saved data. This is the benefit of call scripting.

These all are the benefits with example of analytical and operational technologies.
 Answer to The Question No. 04

Description: Bangladesh Business process automation automates time-consuming regular tasks by

using software technologies. This frees up your valuable human resources and lets you dedicate
them to jobs that require a greater degree of human engagement. A simple example of business
automation might be a portal that manages the attendance and leave-counts of your employees. If
done manually, this can take a lot of time for a big company where there are a large number of
employees. But automating the process can significantly reduce the pressure on your HR team.
Some of the processes that businesses can easily automate include financial accounting, customer
billing, inventory management, customer support etc.

Benefits of Bangladesh (BPA) Enterprise system

The most important aspect of business process automation is that it makes your organization more
efficient. Software systems have reached a level of universal usage and availability where every
business needs to move into automation if they want to stay competitive.

Their Business value describe in the below.

Business value:

• Operational excellence:

Enterprise systems provide value both increasing operational efficiency and by providing firm
wide information to help managers make better decision.

• Effective Handling Customers:

Enterprise systems help the firms’ respond rapidly to customer requests for information or
products.

• A More Uniform Organization:

Companies can use enterprise systems to support organizational structures that were not
previously possible or to create a more disciplined organizational culture. For example, they might
use enterprise systems to integrate the corporation across geographic or business unit boundaries
or to create a more uniform organizational culture in which everyone uses similar processes and
information. An enterprise-enabled organization does business the same way worldwide.
 • More Efficient Customer-Driven Business Processes:
Enterprise systems can help create the foundation for a more customer-driven organization. By
integrating all the separate business processes in sales, production, finance, and logistics, the entire
organization more efficiently respond to customer requests for products, services or information,
forecast new products, and build and deliver them as demand requires.

• Firm wide Information for Improved Decision Making:

Enterprise systems also improve organization-wide reporting and decision making. It provides
much valuable information. Enterprise systems create a single, integrated the data for the entire
firm. That will help for senior management. They can more easily find out the unit performing of
the organization.

Here are the probable challenges of automating business processes in a firm with enterprise
systems with example.

❖ Management Challenges:
• There are some management challenges in the companies that they face.
• The probability of failure is high.
• Example- A very high percentage (as much as 66 percent) of companies investing in
enterprise systems or systems for supply chain management or customer relationship
management have not been succeeded overall.
• So, the companies’ think about the challenges.

❖ High Total Cost of Ownership

• The cost is high. Enterprise systems, supply chain management, and customer
relationship management systems are very expensive to purchase and implement.
• Example- If I use these hardware and software database, tools, I have to my vendor’s
fees and who manage these software, I have to pay their personal cost, I have to pay my
company’s employees training cost, if I use any consultant, then the consultancy fees I
have to pay.
• So, the cost of ownership is so high.
 ❖ Organizational Change Requirements
• Normal human being does not like the changes. But business processes change
dramatically, as do organizational structure and culture. Organizations that do not
understand the need for these changes or that are unable to make them will have problems
implementing enterprise applications and using them effectively.
• Example-suppose, in a firm, suddenly they are using SCMS, CRMS ERPS. Those
systems are not known by the employees. So, they cannot proper use of it. Because, they
are used to with their traditional way of systems. This is an organizational challenge that
have to accept by the organization.

❖ Realizing Strategic Value:

• Companies may fail to achieve strategic benefits from enterprise applications if the
generic processes enforced by enterprise applications prevent the firm from using unique
business processes that had been sources of advantage over competitors.
• Example-suppose, an organization using ERP. But the employees cannot understand the
process. As a result of this, the employees will not be able to proper use of it and cannot
get benefit from ERP. On other hand, the competitors will get benefit if they use properly.

 Those challenges can be mitigated by following of some Solution Guidelines.

✓ Look at Business Objectives First:
✓ At first the organization has to set a goal or objective before buying the system. That
why they use ERP, what process they are going to incorporate by using ERP.
✓ Then identifying the key business processes the company is trying to improve and
how much these processes must change with an enterprise application should always
be the first step.
✓ Attention to Data and Data Management:
✓ Organizations have to pay attention on data. How they use the data properly, how the
data would be handled in a customer relationship management, supply chain
management, or enterprise system is a large-scale.
✓ Employees will have to study the software very carefully to make sure they understand
the definitions of the data elements in the system, how they relate, and how they can
be used for decision making and operational support.
✓ Senior Management Commitment and Employee Support:
✓ Senior Managers have to think in a positive way.
✓ Support and motivating from the CEO will encourage the employees to operate the
software.
✓ If employees can get commitment from the senior to use it properly, then they will be
able to use the software more effectively.

✓ Education and Training:

✓ Firstly, managers have to educate or give training to their employees to how incorporate
the software.
✓ Managers must learn how the system can change key processes, organizational
structure, and the information they use.