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Business Information Systems Case Study Analysis On Dr Rikki Wagner’s Company

Question

Assignment Task:Mrs Georgie Handel, your manager, has set up the following tasks for you to complete this project

  • Task 1: Personal Research Journal
  • Task 2: Case Study Report

Refer to the marking criteria for details of mark allocations.

Task 1: Personal Research Journal
Prepare a journal that records your activities and progress related to completing this assignment. In date order, clearly list the following:

  • Date of research activity/discussion
  • Full description of research activity / discussion
  • List of all appropriate web sites visited to collect information; other references accessed (using Harvard AGPS Referencing style – submitted separate to the List of References in Task 2).
  • Time duration of the activity

If you are working in a team, clearly state the activities of each team member. For Example:

Date of research activity /discussion Description of research activity Student(s) Involved Resources Used Time on Activity
27 Sept 2017 Investigation into the Information Technology Strategies should the Business consider to obtain / retain competitive advantage in their marketspace. John Smith
  • Baltzan et al 2013, Business Driven Information Systems, McGraw-Hill.
  • Canon, M 2016, The Importance of IT Strategic Planning and How to Approach It, viewed 27th Sept 2017, .
4 hours
29 Sept 2017 How the business should be considering using Social Media as an avenue for communicating with their customers and promoting their brand. John Smith / Fred Nerks
  • Baltzan et al 2013, Business Driven Information Systems, McGraw-Hill.
  • Entrepreneur 2011, 10 Laws of Social Media Marketing, viewed 29th Sept 2017, .
3 hours

Submit this journal as an appendix to Task 2 (after the List of References and include in the Table of Contents).

Task 2: Case Study Report
Report Structure: Your report should include a professional title page, computer generated Table of Contents (including List of Tables and List of Figures) and Appendices.

Note: Make sure to state the names of all students involved in the report on the title page.

Report Letter of Transmittal, Executive Summary and Introduction: Your report should include a letter of transmittal, executive summary, and introduction to the report.

Report Section 1 – Hardware, Software & Networking Infrastructure / Cloud Services: What type of hardware and software, including networking infrastructure and/or a combination of cloud services, should the business acquire and/or procure to expand their capabilities to meet their new e-business initiative?

  • Develop a computer hardware proposal (including printer(s)) to allow the business to provide up to ten (10) staff with computer access, including current Australian prices for the equipment. If you decide on a cloud-based infrastructure solution, develop the proposal to enable cloud services for infrastructure for server and data storage requirements, e.g. Amazon EC2 or Microsoft Azure. Justify why your proposal is necessary for the business.
  • Develop a computer software proposal, including both system and application software, to support the proposed computer hardware proposal, including Australian prices for the software. If you decide on a cloud-based software solution, develop the proposal to enable cloud services for software for e-commerce solutions, e.g. Microsoft Dynamics e-commerce or BigCommerce. Justify why your proposal is necessary for the business.
  • Include a diagram of the proposed hardware, software and network infrastructure; or the proposed cloud solution architecture; to help Dr Wagner visualise what you are recommending

(Use Baltzan Chapter 5 - Technical Fundamentals to assist you in answering this topic)

Report Section 2 – Business Intelligence: What would be the benefits to the business of using business intelligence?

  • How could the business use business intelligence? Outline for Dr Rikki Wagner how business intelligence can assist the business decision making.
  • How could the business use data mining to gain competitive advantage? What type of data mining would best suit the current business's analysis needs? Why?
  • What type of business intelligence tools would best suit the business's current needs? Why?

(Use Baltzan et al Chapter 8 Section 2 – Business Intelligence)

Report Section 3 – Customer Relationship Management: What would be the benefits to Dr Rikki Wagner of implementing a customer relationship management system?

  • How could the business support its customer facing day-to-day operations through the use of an operational customer relationship management system for marketing? Justify your answer.
  • How could the business support its customer facing day-to-day operations through the use of an operational customer relationship management system for sales? Justify your answer.
  • How could the business support its customer facing day-to-day operations through the use of an operational customer relationship management system for customer service? Justify your answer.
  • In what different ways could Dr Rikki Wagner use metrics from the business’s customer relationship management systems to track and monitor performance for sales, service and marketing. Justify your answer.

(Use Baltzan et al Chapter 10 Section 1 –Enterprise Information Systems: CRM to assist you in answering this topic)

Report Section 4 – Social Media: What issues should the business be aware of when embarking on a social media presence?

  • Outline to Dr Rikki Wagner why the business should also be considering using Social Media as an avenue for communicating with their customers and promoting their brand.
  • Review and critique, including providing screen captures, the social media presences of three (3) other businesses that sell similar products to Dr Rikki Wagner’s.
  • How should the business manage their social media presence? Develop a draft Social Media Policy for the business that they can implement if they were to embark on a social media strategy.

(Use Baltzan et al Chapter 11 Section 2 – Social Media to assist you in answering this topic)

Report: Conclusions and Recommendations to the Business : Your report should include separate conclusions and recommendations sections.

  • Conclusions provide a summary of your key findings from the body of the report.
  • Recommendations provide a summary of the recommendations to the business based on the research conducted in the report.

Report: Referencing and Appropriateness of Sources: References are required and the Harvard AGPS standard of referencing must be used. This standard is detailed on USQ Library Site .

Ensure that your reports are fully referenced, including any reference to the text book. Your report should include in-text references and a List of References.

Do not repeat verbatim large slabs of information from other sources such as the text – you must put the ideas/information in your own words.

You must use at least ten (10) academically sound sources other than the textbook in completing this report.

Answer

Executive summary
This study sheds light on the business information system that is focused to make an upgraded service and better business perspectives. Based on Dr Rikki Wagner’s Company this study has analyses all necessary perspectives that can be evaluated as an important factor in order to enhance the business characteristics. There is a personal research journal in the first part of the study that exhibits all necessary perspectives in business. There are specific findings and analysis on different networking structure and business intelligence. In addition to this, customer relationship management refers to different points that can be implemented in the business process for a better outcome. Barcode scanning is effective to provide ultimate security and prevent the improper accession of data from storage. In addition to, the firm can use person censored security system that can be a more secured provision for protecting business plan, strategies and development framework. Based on the viewpoints of Bourke (2014), all of the above measures need to be handled carefully by the management system in order to access best possible outcome from this steps.

Task 1: Personal Research Journal

Date of research activity Description Person Involved Use of resources
1 June 2018 Identification of the problem: In this case, it is necessary to understand the specific reasons that are important to evaluate in this case. There is a clear implication on the specific issues that make it important to implement a proper information system in the business
  • Baltzan et al 2013, Business Driven Information Systems, McGraw-Hill
  • Jeston, J., 2014. Business process management. Routledge.
  • Creswell, J.W. and Creswell, J.D., 2017. Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications
2 June 2018 Clarification of the problem: this part analyses the specific issues and why these problems are affecting the business. There is also identification on the background which can provide an idea of such issues on business.
  • Jeston, J., 2014. Business process management. Routledge.
  • Tallon, P.P., Queiroz, M., Coltman, T.R. and Sharma, R., 2016. ‘Business process and information technology alignment: construct conceptualization, empirical illustration, and directions for future research’. Journal of the Association for Information Systems 17.9: 563-660.
3 June 2018 Investigation of present Customer relation management: This phase is completely involved to evaluate the perspectives that are important to support the business operation. There are appropriate findings on the metrics of sales performance, service, and marketing that can help to evaluate an effective customer’s service to support the business.
  • Baltzan et al 2013, Business Driven Information Systems, McGraw-Hill.
  • Cornell University Library Olis & Uris Libraries 2018. The Seven Steps of the Research ProcessProcess Viewed on 01 June 2018
4 June 2018 Analyzing the specific issues related to the business intelligence and infrastructure: This refers to the evaluations on specific issues and its effect on the business. Technological implementation is effective to find out the specific areas that can be approached with the process of implementation and developed accordingly.
  • Tallon, P.P., Queiroz, M., Coltman, T.R. and Sharma, R., 2016. ‘Business process and information technology alignment: construct conceptualization, empirical illustration, and directions for future research’. Journal of the Association for Information Systems 17.9 : 563-660.
  • Campbell, D. and Cowton, C.J., 2015. ‘Method issues in business ethics research: finding credible answers to questions that matter.’ Business Ethics: A European Review 24.1: 56-66
5 June 2018 Preparation of a standard format: It refers to the representation that exhibits all research potentials that can be analyzed in this case and refers to make a constructed guideline for the entire study.
  • Bourke, B., 2014. Positionality: Reflecting on the research process. The Qualitative Report, 19.33:1-9.
  • North Hennepin Community college 2018. Basic Steps in the Research Process Viewed on 01 June 2018
6 June 2018 Recommendations and conclusion: recommended approaches that can be used in order to develop the process of business. The conclusion will evaluate the ultimate decision that the research has finally reached in this study.
  • Monroe, K.B., Rikala, V.M. and Somervuori, O., 2015. Examining the application of behavioral price research in business-to-business markets. Industrial Marketing Management, 47.4 :17-25.
  • Bourke, B., 2014. Positionality: Reflecting on the research process. The Qualitative Report, 19.33:1-9.

Table 1: Personal Research journal
(Source: Created by the author)

Task 2: Case Study Report

1. Introduction: The report shall delve into the finding and analysis of the variations of hardware and software that must be implemented by the organization in order to expand and meet the initiative of online business. The report shall also be highlighting the scopes of the organisation while using a combination of online services such as the cloud services and the online data storage tools. Further, a proper software proposal for the online expansion plan of Dr. Wagner's firm shall also be dealt with in the report. Moreover, the use of business intelligence for the proper functioning of the firm while on the online forum shall also be highlighted. The types of data mining and the merits of using it for the gaining of advantage shall also be a part of the report. Further, the business intelligence tools shall also be mentioned highlighting the best and relative tool for the business needs of Dr. Wagner. Moreover, the implementation of a proper and organised customer relationship management for the purpose of marketing and to support the regular queries of the customers shall also be discussed in the report. Further, the importance of implementing social media for raising the popularity has also been dealt with in the report.

2. Findings and analysis
2.1 Hardware, Software and Networking Infrastructure
Computer Hardware Proposal: This part of the report shall be providing the computer hardware proposal including printing machines for the business of Dr. Wagner. The hardware shall be structures keeping in mind up to ten staffs and proving them with proper computer access and internet connection. Avgerou and Walsham (2017) theorized that the primary thing of consideration shall be to go for a fully integrated computer system so that the organisation might develop in its quality control. Further, an integrated computer system shall also increase the profit margins and allow Dr. Wagner to maintain the performance and the cost-effectiveness of the firm. Every computer system must be connected with each other and primarily with the master computer system that shall keep a vigil on the fellow computers.

As per Schwalbe (2015), it is also proposed that the computer systems and the printing machines shall be integrated with the main connectivity line. Moreover, a main server needs to be installed for maintaining a proper chain among the computer systems of the staffs. The main server shall be connected with all the computer system in the organisation and its access shall be provided to the main parent computer system.

The configuration of the main parent computer system has been decided based on the amount of pressure it shall be handling. Under the opinion of Introna et al. (2016), it has been decided that the parent computer maintains the following configuration:

Business Laptop (Lenovo)
Intel Core i7 with 3.2 GHz CPO
USB 3.0 - Three ports
RAM - 16GB DDR4 3000MHz
ROM - 512GB SSD for better performance
Screen - 15.6” 1080P LED
Operating System - Windows 8 Advanced
Price - $2499

Further, the computer system to be used by the staffs for maintaining the newly formed online business of the organisation has also been given below. Under the influence of Avgerou and Walsham (2017), the staffs shall be using the computer system primarily for maintaining online orders of the customers and further for the processing of the orders, such configuration has been analysed so as to delve with the requirements of the staffs. It has been decided that the computer systems of the staffs shall be using the following configuration:

Business PC (Lenovo)
Intel Core i5 with 3.2 GHz CPO
USB 3.0 - Three ports
RAM - 8GB DDR3 3000MHz
ROM - 512GB Hard Disk
Monitor - 22” 1080P LED
Operating System - Windows 8 Basic
Price - $1890 for each computer.

Moreover, a laser printer is also needed to print labels and invoices that must be attached to the online orders. According to Introna et al. (2016), the laser printer that has been finalised is the Fuji Xerox DocuPrint CP225W and the printer shall be costing around $169. Along with a printer, a good barcode scanner shall also be needed for scanning and processing orders in the online platform. A barcode scanner by Honeywell, model number 1202G Bluetooth Barcode scanners shall cost around $365. [Refer to appendix 1]

Computer Software Proposal: Further, the computer software proposal for the business firm of Dr. Wagner has also been decided and analysed. As per Luftman, Kalle and Tal ben (2017), the computer software proposal has been made keeping in mind the hardware configuration of the computer systems and the requirements of the organisation for implementing proper and organised online business at the earliest. Firstly, the primary task would be to integrate the system networks and creating an integrated account to master the usage of each and every computer system used by the staffs. The Microsoft Office package shall be installed on every computer system. As opined by Wu, Straub, and Liang (2015), the MS office shall be providing the company reports and the vital statistics during the implementation of the online business. Further, barcode scanning software for the integrated control of the data all around the business premises shall also be needed. Moreover, a list of accounting software shall also be installed in the computer systems of the staffs for various reasons.

Using accounting software shall enable the business firm in maintaining a proper track of the customer's information and also the amount paid by the customers for various orders. Further, the quantity of the invoices with regard to the invoice value can also be maintained by the software. Tallon et al. (2016) state that the software ‘QuickBooks Online’ shall be installed on the systems. This software is widely used and also concentrates on the popular and main areas of the organisation. This accounting software is also very user-friendly and costs only $24 monthly due to which the accountant shall find it easy to use. As per Wagner, Daniel and Tim (2014), the software ‘Basecamp' also needs to be implemented because it keeps a track on the chain of processes from the starting till the end. This is very much needed for the online business platform as it gives remote access from anywhere in the globe and is also very cheap. If in any case the proprietor or the manager of the organisation is not in the organisation premises, this particular software enables the manager to have access to the employee’s portal as well as the online orders that have been received by the company. According to Porter and Kramer (2019), it also serves the purpose of viewing the processing status of the orders that have been received by the organisation. Further, ‘Trello' software is also very important and efficient in managing the teams of the different processes. ‘Trello' is also very efficient and costs around $124 (Luftman, Kalle & Tal ben 2017). It helps in combining and concluding projects related to online orders. Orozco, Ali, and Takwa opine that the software also serves the purpose of task management within a simple and organised integrated platform.

For maintaining better and improvised consistency in the online platform, the data must be kept securely and maintained through a 128-bit encryption. As per Bloom et al. (2014), online business includes online monetary transactions; the encryption is very much needed for maintaining the safety of the customer's bank details and card details. Cloud storage options such as Google cloud or Microsoft online data storage shall also be used. This shall also enable the proprietor and the manager of the firm in having remote access to the stored data. Moreover, in case of any accidents or mishappening, the data shall remain secure and encrypted (Baltzan et al. 2013).

computer software proposal for business firm

Figure 1: Infrastructure Improvement
(Source: Created by author)

2.2 Business Intelligence
Usage of Business Intelligence and assisting in decision making: Business Intelligence is referred to the strategies and the technical aspects that business organisations use for the analysis of data of the organisations. As opined by Wagner, Daniel and Tim (2014), Business Intelligence also serves the purpose of providing the past, present and would be views of the business organisation. It is a technology mastered structure that analyses the data and puts forward important information and outcomes that helps the proprietor, managers of the organisation in making and implementing improved business decisions. The Business Intelligence can be implemented in the newly formed online business by Dr. Wagner by following several ways and processes. As per Roseman and Jan (2015), the primary way is by implementing the establishment of a real-time facility. This shall implement trust and faith in the customers for the organisation as in the present time; people are attracted towards real-time technologies. This is because it helps them stay awake and updated of the reports and operations going on in the organisations. Further, the Business Intelligence can be used by implementing innovative technologies in the employee management process.

Creating real-time operations for maintaining employee reports is an advisable way of implementing the Business Intelligence. Under the influence of Tallon et al. (2016), Business Intelligence can also be used and brought into implementation by using BI tools for improving the customer service. Avoiding the excel sheets and major paper documentation, the real-time tracking tools of the BI has improvised and reduced the physical labour of individuals. Implementing this shall thus help the organisation in developing its policies. According to Introna et al. (2016), Business Intelligence can help and assist the business decision making process by various ways. The sales and marketing decision based on the BI enables organisations to follow the detailed sales trends of the current market and also analyse the customer’s preference and opinions and thus implement the strategy in the marketing of the products. Moreover, the organisation can also improvise in identifying promotional gains and further analyse the outcomes of the promotional campaigns by using the BI. As per Bloom et al. (2014), Business Intelligence further executes better decision making by helping the topline managers and the proprietors in identifying the insights and thus reduce employee’s loss and increase its productivity. There are also several financial gains and gains related to Inventory that is triggered due to the implementation of the Business Intelligence.

Usage of data mining for gaining competitiveness: The business of Dr. Wagner can gain a competitive advantage by using data mining process. Data mining refers to the ways of acquiring and sorting the large and huge sets of data for analysing and evaluating the structure and also build a relationship while sorting problem. Data mining helps and assists the organisations in establishing a prediction for the upcoming trends and fashion. Avgerou andWalsham (2017) theorized that it analyses the current trends and predicts the future genres that could be adopted by the customers. It is generally used for forecasting and predicting the future related to the organisation’s sales and promotion. The data mining tools that can be used by the business of Dr. Wagner are many. Firstly, data mining by using the process of web mining is the best and most suitable type for the related online business. Web mining is generally used in the Customer Relationship management and it gathers data and information from all around the internet. Web mining aims and analyses the customer performance and behaviour in relevance to the online business website (Tallon et al. 2016). This shall be helpful for Dr. Wagner in mining the information related to his online business and thus apply the relative strategy.

Moreover, machine learning tool of data mining can also be used for differentiating and analysing the different patterns of a customer based on specified algorithms and designs. Data mining would benefit the organisation by uncovering the patterns and relationships for implementing proper and relatable predictions for the welfare of the business. As per Schwalbe (2015), it is suggested that Dr. Wagner uses the Association rule learning tool for data mining as because this tool shall be helpful for Dr. Wagner in discovering and analysing the interesting relations based on machine learning preferably for huge databases.

Data mining Tools

Figure 2: Data mining Tools
(Source: Created by author)

Best suited Business Intelligence Tools:There are various business intelligence tools that exist in the market. But the best tools for Dr. Wagner’s online business platform are discussed in this part of the report. Tableau is a BI tool that enables organisations in creating and processing data. Through it, organisations can share data and information through the web and connect rapidly (Avgerou & Walsham 2017). This tool can help Dr. Wagner in keeping a track of the processes and also maintain the portal of every employee in the organisation. The SAP tool also shall be used for the online business organisation as it helps in maintaining the databases of the businesses. According to Introna et al. (2016), it shall also assist Dr. Wagner in analysing data and uncover the relationships by implementing cross-tabs and many business-related formulas. Another relevant BI tool that can be really handy for the online business platform is Domo. It is a system based on cloud and it keeps a record of the real-time data. Online businesses can keep a track of the sales by using this tool.

2.3 Customer relationship management: Customer relationship management refers the process of dealings with the customer by satisfying their needs and requirement. Ptak and Schragenheim, (2016) stated that the most integral part of Dr Rikki Wagner firms is customers which helps it to develop the sales, market growth and satisfaction to the customer. The business activity of Dr Rikki Wagner's firm consists of mailing order business. Mail order business refers to the business over the internet portal, which means buying and selling of goods are taken place over the internet. In this type of business, development of the customer relationship is highly required.

Impacts of Customer relationship on Marketing: Customers are one of integral parts of Dr Rikki Wagner firm, thus to improve the market position it is required to develop long-term relationships with established and new customers. Dr Rikki Wagner's should be developed the insight of customer feedback to create a solid focused marketing and brand awareness. Chang, (2016) stated that CRM enables to identify the potential customers, so it helps Dr Rikki Wagner to find out its target market. Customer Relationship Management ensures the marketing strategy of Dr Rikki Wagner by increasing the number of new customers. Galletta, et al. (2016) stated that Customer Relationship Management develops the four strategies in marketing like price, place, promotion and product. CRM provides business with a number of strategic advantages. Firstly it helps to add a personal touch to existing relationship between the customers. Dr Rikki Wagner performs its business activities through online where there are no personal interactions between the customer and the seller. Hence to create the customer loyalty Dr Rikki Wagner should build a relationship with the customers by providing them various offers. By using CRM Dr Rikki Wagner can adjust the level of service offered to reflect the importance of the customer.

Impacts of Customer relationship on Sales: Cross-selling involves offering complimentary products and services to the customer. It also develops its marketing strategy by offering premium products to the customer with a high rate of discount. CRM also helps in up-selling of the products and services. Since Dr Rikki Wagner perform its selling activities through the internet, Customer Relationship Management ensures in facilitating quicker offers to customers. CRM ensures in generating high sales growth of the firm. Ptak and Schragenheim, (2016) stated that CRM ensures to publish the advertisement through different kinds of channels. CRM improves the customer awareness of the product by giving the advertise in various magazines, Internet websites etc. Dr Rikki Wagner can be able to increase its revenue with the help of CRM strategy. Cassidy, (2016) stated that Nowadays CRM Strategy works on the cloud-based network, hence it is easier to spread the advertising of certain products and services across the world. Hence the faster publicity will help to create the awareness of the products faster and it results in day-to-day operations in the concerned business... On the other hand, CRM also prefers the daily customer more than the other customers. Dr Rikki Wagner should increase its sales by providing various benefits to its customer. Dr Rikki Wagner should provide the high rate of discount to its regular customer to create a relationship with the customers.

Impacts of Customer Relationship Management on Customer service : CRM also develop the market strategy which helps to increase the daily customers according to their likeability. CRM enables Dr Rikki Wagner in creating customer satisfaction by providing them with the best quality of the products. Dr Rikki Wagner will be able to improve the customer service by measuring customer loyalty. CRM helps in measuring the customer loyalty by which a company can expect loyal consumers. Loyal customers also help the firm in recommending of the business and the service offered. Pohl, (2016) stated that CRM ensures the development of better and effective communication channels. Technological integrations like websites contribute to making the work easier for the sales representatives as well as organisation. Dr Rikki Wagner can use CRM which helps to provide their customers with various ways of communication (Abdelkafi and Täuscher 2016). Thus it ensures the increase in communication with the customer Dr Rikki will be able to get the quick response to its inquiries and feedback from customers. Communication channels are highly required for Dr Rikki Wagner which will help it to monitor the customer feedback and their expected needs in future.

Techniques of CRM in monitoring the performance of sales, service and marketing : As the business activities of Dr Rikki Wagner takes place through an internet portal. It can use various Customer Relationship software help to track the performance. Levy and Powell, (2014) stated that the Customer Relationship Management software like Dynamic 365, Suite CRM and Goldmine is mainly worked on cloud-based for which it has a capability of tracking and monitoring the sales report and marketing strategy (Upward and Jones 2016). Dr Rikki Wagner should apply this software for tracking its performance of sales, service and marketing. CRM helps to understand the needs and behavior of the customers. Dr Rikki Wagner will be able to understand its customer's requirement and their feedback by using CRM strategy. Customer Relationship Management software contributes in managing the personal details of the customers by using of the customers. By using these personal details employees develop a relationship with customers. CRM software which works on cloud-based network helps Dr Rikki Wagner to provide the ideas about the targeted customer groups in the market. The utilisation of CRM software is effective in developing the effective communication with the company. Dr Rikki Wagner can generate a huge amount of profit if it utilises the Customer relationship management software in the firm. Customer Relationship management also helps to bring the new customers which will help in the growth of the firm in the long term.

2.4 Social Media: There are various media channels which help in progressing the business activities that include an increase in sales, profit maximisation etc.Dr Rikki Wagner also gets influenced by using the social media like by giving various information about the products and services. Social media is nothing but an online platform where a large number of people do communicate to sharing their thoughts and opinions (Jinno, Abe and Iizuka 2017).

Communication and promotion of the brand to customers: Tiwana, Bharadwaj and Sambamurthy (2016) state that a large number of people joined in the social media sites and using them regularly. Nowadays social media can be called as one of the most important media of communication. With the fast growth of social media every business today needs to utilise in this communication channel. For the business activity, the social media is the best place for the promotion of the products and services. Dr Rikki Wagner should prefer the social media in promoting its products to the people. Laudon and Laudon (2016) stated thatthrough social media a large no of people across the world can be able to know about the brand or the products. Hence social media helps in marketing strategy on a large scale. By social media, Dr Rikki Wagner can launch state video presentation and feedback collection are the ways of promotion which can be utilized by the concerned company. The specific target market for the product can be identified in social media.

Three Other businesses like Dr Rikki Wagner who applies social media: In Australia, there are several companies who provide the same products and services like Dr Rikki Wagner. Davenport and Short (2014) stated that Victoria Cameron is one of the companies which provides the service of wedding arrangements and it also has various wedding emporium in Australia. Victoria Cameron is mainly includes wedding arrangements where the company provides a beautiful wedding scenario to its customer. Victoria Cameron performs its marketing strategy through the social media channels. Lo .et al. (2014) stated that Victoria Cameron promotes its products through social media channels only. Lovebirds weddings perform its marketing strategy by applying various social media websites. Love Birds wedding has its own websites where people can communicate with each other. Abrahall et al. (2014) stated that there are also various social sites of weddings where the people get attracted to its products and services. Girl Friday weddings are the company which is most likely to Dr Rikki Wanger which also provides quality wedding service.

Facebook and Instagram are the two main media channels from which they attract their customers (Moe, Newman and Sein 2017). Marketing of products and services of these three wedding companies are based on various social media channels. Various matrimonial sites are also developed by these companies to sell its products and services. This arrangement of the wedding ceremony is a business of social service, so the marketing strategy for this mailing order business depends on social media channels only. Dr Rikki Wagner should also use social media for the publicity of its products and services. Customer awareness will be more if the products and services are being displayed through social media channels.

Managing social media in Business and develop the draft social media on business: Social media is an integral part of the marketing strategy in the business. Dr Rikki Wagner should develop its market strategy by creating social media to establish its goals and objectives. Jarke and Lyytinen (2015) stated that however, Dr Rikki Wanger should take the steps for managing the social media channels successfully. There are several businesses which avoid joining social networks as they are concerned about someone might say something negative about them. However, these negative impacts can be avoided by keeping the social media activity. Dr Rikki Wanger can build its brand awareness by using social media channels (Schaltegger, Hansen and Lüdeke-Freund 2016). Since Nowadays the use of social media has increased Dr Rikki Wanger should manage the social media in business to create a relationship with the customers. There are various risks of social media, various types of fraudulent and hacking of confidential data also hamper the business. Hence Dr Rikki Wanger should be active in its social media to perform its business with the customer. Various software like Dynamics 365, Microsoft Dynamics should be used which will help to create a framework of social media in the business.

Social media merits in business

Figure 3: Social media merits
(Source: created by author)

Social media policy
Liang et al. (2015) stated that social media policy is a policy which provides guidance for the employee that use social media should be understood broadly. Social media policy includes blogs, message boards, newsletter, online forms etc.

Dr Rikki Wanger should draft a social media policy for the improvements of its marketing strategy.

  • To improve the customer loyalty by creating the awareness that company may observe the content and information available through social media.
  • To develop the strong social media policy which will help Dr Rikki Wagner to safeguard its organisation against potential risks
  • To manage and control the business Dr Rikki Wagner should use the social media on its business activities.
  • Dr Rikki Wagner can develop its brand value by representing its products on the social media sites.
  • By using social media Dr Rikki Wagner can be able to maintain and protect the confidentiality.

3. Conclusions: From the above discussion, it is evaluated that how Dr Rikki Wanger can improve its marketing strategy by implementing CRM and Social media. The analysis and findings of the development business strategy define the requirement of CRM software is highly required for Dr Rikkin Wagner firm. Proper use of social media will help Dr Rikki Wagner firm for the development of its sales and marketing. Most of the customers can be attained only through the social media. Proper business intelligence, decision making, hardware and software should be used by Dr Rikki Wagner for developing its business. Dynamic 365 is one of the software by which Dr Rikki Wagner will be able to monitor its business activities by satisfying the customers. Dr Rikki Wagner faces daily transactions with its customer so Database management system is required to keep the track of its business activities. Dr Rikki Wagner is having a mailing order business which should follow the principles of other similar business in Australia. The similar business in Australia is also based on the customer relationship management, social media and Business intelligence. From the above discussion, it is to be concluded that without social media and Customer relationship management the progress of Dr Rikki Wagner's business is impossible.

4. Recommendation : The variation in the hardware and software are used in the company of Dr. Ricky in order to implement the database management system. Some of the online services such as online storage tools and cloud services will also improve the management system in the organisation. Fully integrated computer system will help in connecting all the computers in order to function in effective manner. A main server needs is required to have proper chain among the computer systems. Business Laptop and desktop are installed so that business operation can be improved. Laser printer will be installed in the Fuji Xerox DocuPrint CP225W that will cost around $169. In addition to this, a good barcode scanner will help the organization in processing the orders ion the online platform. Honeywell, model number 1202G will be appropriate that will cost around $365.

It is recommended that the selected business house use the social media advertising in addition to social media development policy. A software implementation is effective to make a proper outcome of the entire strategy. Moreover, software development along with monitoring can be implemented in this case. Association Rule learning process can be a better help for accessing data from different parts. In addition to this, the study can be accessed another process of web mining that is effective to gather and use relevant data in order to support business with sufficient resources. Impacts on customer relationship can be better understood with committing survey about the customer satisfaction level.

As suggested by Jeston (2014), it is important to establish a strong networking within an organization that can progress its workforce. The computer system must be compatible with the work pressure and type of working in a business house. A proposed configuration has done which includes 16GB RAM and three ports USB. It refers that the firm has followed to implement a strong digital memory system (Campbell & Cowton, 2015). It is helpful to gather all new data and arrange it systematically as to find out easily at the time of necessity.

Reference List
Books
Avgerou, C & Walsham, G (Eds.) 2017, Information Technology in Context: Studies from the Perspective of Developing Countries: Studies from the Perspective of Developing Countries. Routledge.

Avgerou, C & Walsham, G (Eds.) 2017, Information Technology in Context: Studies from the Perspective of Developing Countries: Studies from the Perspective of Developing Countries. Routledge.

Baltzan et al 2013, Business Driven Information Systems, McGraw-Hill.

Cassidy, A., 2016, A practical guide to information systems strategic planning. CRC press, Boca Raton, Florida, United States

Chang, J.F., 2016, Business process management systems: strategy and implementation. CRC Press. Boca Raton, Florida, United States

Creswell, J.W. and Creswell, J.D., 2017. Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.

Introna, L, Kavanagh, D, Kelly, S, Orlikowski, W & Scott, S 2016, Beyond Interpretivism? New Encounters with Technology and Organization.

Jeston, J., 2014. Business process management. Routledge.

Laudon, K.C. & Laudon, J.P., 2016, Management information system. Pearson Education India, Sydney, Pearson Academy

Pearlson, K.E., Saunders, C.S. & Galletta, D.F., 2016. Managing and Using Information Systems, Binder Ready Version, A Strategic Approach. John Wiley & Sons. Hoboken, New Jersey, United States

Pohl, K., 2016. Requirements engineering fundamentals: a study guide for the certified professional for requirements engineering exam-foundation level-IREB compliant. Rocky Nook, Inc, San Rafael, CA, United States

Ptak, C.A. & Schragenheim, E., 2016. ERP: tools, techniques, and applications for integrating the supply chain. Crc Press, CRC Press. Boca Raton, Florida, United States

Schwalbe, K 2015, Information technology project management. Cengage Learning.

Journals
Bloom, N, et al. 2014, ‘The distinct effects of information technology and communication technology on firm organization.’ Management Science 60.12: 2859-2885. Bourke, B., 2014. Positionality: Reflecting on the research process. The Qualitative Report, 19.33:1-9.

Campbell, D. and Cowton, C.J., 2015. ‘Method issues in business ethics research: finding credible answers to questions that matter.’ Business Ethics: A European Review 24.1: 56-66.

Cecez-Kecmanovic, D., Kautz, K. & Abrahall, R., 2014. ‘Reframing Success and Failure of Information Systems’ A Performative Perspective. Mis Quarterly, vol. 38 no 2.

Davenport, T.H. & Short, J.E., 2014. ‘The new industrial engineering’ information technology and business process redesign

Hsu, J.S.C., Chu, T.H., Lin, T.C. & Lo, C.F., 2014. ‘Coping knowledge boundaries between information system and business disciplines’ An intellectual capital perspective. Information & Management, vol. 51 no 2, pp. 283-295.

Jarke, M. & Lyytinen, K., 2015. “Complexity of Systems Evolution: Requirements Engineering Perspective”. ACM Transactions on Management Information Systems (TMIS), Vol 5 no 3, p.11.

Levy, M. & Powell, P., 2014. ‘Information systems strategy for small and medium sized enterprises’ an organisational perspective. The Journal of Strategic Information Systems, Vol. 9, no 1, pp.63-84.

Luftman, J, Kalle, L & Tal ben, Z 2017, ‘Enhancing the measurement of information technology (IT) business alignment and its influence on company performance.’ Journal of Information Technology 32.1: 26-46.

Monroe, K.B., Rikala, V.M. and Somervuori, O., 2015. Examining the application of behavioral price research in business-to-business markets. Industrial Marketing Management, 47.4 :17-25.

Orozco, J, Ali, T & Takwa, T 2015, ‘A framework of IS/business alignment management practices to improve the design of IT Governance architectures.’ International Journal of Business and Management 10.4: 1.

Porter, ME & Kramer, MR 2019, ‘Creating shared value.’ In Managing Sustainable Business (pp. 327-350). Springer, Dordrecht

Rosemann, M & Jan, VB 2015, ‘The six core elements of business process management.’ Handbook on business process management 1. Springer Berlin Heidelberg, 105-122.

Tallon, P.P., Queiroz, M., Coltman, T.R. and Sharma, R., 2016. ‘Business process and information technology alignment: construct conceptualization, empirical illustration, and directions for future research’. Journal of the Association for Information Systems 17.9 : 563-660.

Tallon, PP, et al. 2016, ‘Business process and information technology alignment: construct conceptualization, empirical illustration, and directions for future research.’ Journal of the Association for Information Systems 17.9: 563.

Tallon, PP, et al. 2016, ‘Business process and information technology alignment: construct conceptualization, empirical illustration, and directions for future research.’ Journal of the Association for Information Systems 17.9: 563.

Tiwana, A., Bharadwaj, A. & Sambamurthy, V., 2016. ‘The antecedents of information systems development capability in firms’ a knowledge integration perspective. ICIS 2003 Proceedings, p.21.

Wagner, H, Daniel, B & Tim, W 2014, ‘How social capital among information technology and business units drives operational alignment and IT business value.’ Journal of Management Information Systems 31.: 241-272.

Wagner, HT, Daniel, B & Tim, W 2014, ‘How social capital among information technology and business units drives operational alignment and IT business value.’ Journal of Management Information Systems 31.1: 241-272.

Wu, S.P.J., Straub, D.W. & Liang, T.P., 2015. ’How information technology governance mechanisms and strategic alignment influence organizational performance’ Insights from a matched survey of business and IT managers. Mis Quarterly, vol 39 no 2, pp.497-518.

Wu, SPJ, Straub, DW & Liang, TP 2015. ‘How information technology governance mechanisms and strategic alignment influence organizational performance: Insights from a matched survey of business and IT managers.’ Mis Quarterly, 39(2), 497-518.

Online articles
Abdelkafi, N. and Täuscher, K., 2016. Business models for sustainability from a system dynamics perspective. Organization & Environment, 29(1), [Online] pp.74-96. Available at http://journals.sagepub.com/doi/abs/10.1177/1086026615592930?journalCode=oaec[Accessed on 19.04.2018]

Jinno, H., Abe, H. and Iizuka, K., 2017. Consideration of ERP Effectiveness: From the Perspective of ERP Implementation Policy and Operational Effectiveness. Information, 8(1), [Online] p.14.Available at http://www.mdpi.com/2078-2489/8/1/14/htm [Accessed on 16.03.2018]

Moe, C.E., Newman, M. and Sein, M.K., 2017. The public procurement of information systems: dialectics in requirements specification. European Journal of Information Systems, 26(2), [Online] pp.143-163.Available at https://www.tandfonline.com/doi/full/10.1057/s41303-017-0035-4 [Accessed on 16.04.2018]

Schaltegger, S., Hansen, E.G. and Lüdeke-Freund, F., 2016. Business models for sustainability: Origins, present research, and future avenues. [online] 9(7), p.e101758. Available at http://journals.sagepub.com/doi/full/10.1177/1086026615599806 [Accessed on 16.02.2018]

Upward, A. and Jones, P., 2016. An ontology for strongly sustainable business models: Defining an enterprise framework compatible with natural and social science. Organization & Environment, 29(1), [Online] pp.97-123. Available at http://journals.sagepub.com/doi/abs/10.1177/1086026615592933?journalCode=oaec[Accessed on 19.04.2018]

Websites:
Cornell University Library Olis & Uris Libraries 2018. The Seven Steps of the Research Process Process Viewed on 01 June 2018

North Hennepin Community college 2018. Basic Steps in the Research Process Viewed on 01 June 2018

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