The Importance of Business Information System
Discuss about the role of Business Information System in the case of developing relationship between technology and people.
The business information systems play an important role in the case of developing relationship between technology and people (Ogiela and Ogiela, 2014). This is also very effective in the case of dealing with the employees in the organization. In order to improve the business practices, the implementation of communication technologies are being evaluated in the case of professional practices (Peltier 2016). Hence, this can be said that the overall business performance of an organization gets influenced by the effectiveness of business information system. In the current business scenario, with the increasing rate of market competition, it has become one of the major concern for the organizations to develop effective relationship between the customer and technology. In this study, the company named NBN Co Ltd has been highlighted. In the year 2009, the company has established that works to build, design and operate as the monopoly wholesale broadband service provider in Australia (Meuser et al. 2016). Australian government owned this organization for establishing National Broadband network in Australia. Within few years the company has increased its popularity in the market. In the year 2016, the business revenue of the company was 42.1 crores AUD. With the number of near about 5000 employees, it serves the country (Nbnco.com.au. 2018). If the current scenario of the company is being analysed, it will be identified that due to improper business information practices the company is dealing with increasing numbers of customer complain. Slow internet, dissatisfied customers and price related issue have influenced the reputation of the organization. In this study, the problem has been analysed and the effective models have been introduced, which can help in terms of dealing with the challenges. At the end of the study, it has provided the effective solution so that the challenges of the company can be solved. In this study, it has suggested cloud computing, electronic media and legal action for dealing with the situation.
NBN Co Ltd has started providing its service in ear about 5.7 million houses and business institutions in all over the world. In order to provide effective service the company has also decided to increase its facilities so that it will be able to maintain its position in the competitive industry. In the recent article it has been identified that the company named NBN Co Ltd is dealing with increasing numbers of customer complain. Here the stud has discussed that in every year, the rate of customer complain has increased near about 10%. In this article the CEO of the company named Bill Morrow has mentioned that there are near about 10 to 20 % people to whom the company is not being able to provide the standard quality of service compared to other customers. On the other hand, it has been also mentioned by MR Morrow that with the changing life style the needs and demands of the customers have changed. As stated by Dinh et al. (2014), due to the changing customers need the lack of patience among the customers is making them dissatisfied. By supporting this Jacobs and Castek (2018) stated that in the time of putting the order to company, they are expecting to deliver the product within the promised time. If any case, the company is not meeting customers’ requirements, this influence them to complain against the organization.
Case Study: NBN Co Ltd
Another way, it has been identified that as the company is government owned corporation, therefore, it always faces the pressure from the government in the case of making money for gaining the manufacturing cost for building the network. Therefore, this can be said that for making the financial return, the government also pressurized in the company, which makes its situation more difficult. Although, in order to contribute more in the Australian GDP, the company has decided to produce $49billion for returning the government, but it cannot bring long term profitability for the organization (ABC.net.au, 2018). Speed of the network has become another important issue for the company. As it is the only company in Australia that provide the worldwide broadband network, therefore, sometimes the few issue occurs regarding its service. Due to this reason the company is not being able to fulfil the promises to its customers, which is influencing the rate of customer complain. In the year 2017, the rate of customer complain has increased near about 148 percent due to slow internet speed (ABC.net.au, 2018). It has been identified in this study that the due to lack of communication technology as well as the effective initiative regarding the development of business information system, such kind of disappointing situations have occurred. In the time of signing up, the internet speed of the network shows the great perfprmance but after few minutes it becomes worst. The company promised to provide 42 megabytes per second, however, it reaches 15 megabytes per second after 12 (Nbnco.com.au. 2018). With the decreasing video quality, the quality of service of the company decreases, which impacts on its business image. By adopting the effective strategic planning practices the company will be able to acknowledge the problem in an effective manner. On the other hand, the expensive data offers of the company is creating problems for the customers. In this case the other competitors are providing the same package in lower costs, as its result, the availability of the customers is decreasing. It has been also identified that the employees who are being sent for the installation of products demand extra charges against the installation process. This increases the dissatisfaction among the customers.
In this study, it has been identified that due to slow internet speed the customers lf the company are being dissatisfied due to this reason rate of customer complain is increasing near about 10% in every year. Therefore, this can be said that it is very influencing in terms of the business reputation of the company. Due to the increasing number of customer complain, the rate of profitability is getting hampered. From this study, it has been clearly analysed that the company is dealing with such situations due to improper business information management practices. Due to his reason, the gap between the customers and organization is increasing. In order to deal with the situation, effective customer relationship is needed to be developed. In this case the different business technological practices are needed to be introduced. Internal culture in the organization is needed to be hanged, so that the employees will be prepare for dealing with such unpredictable situations. In this case effective communicational practices, the organization can develop an information department. The department will focus on collecting feedbacks rom the customers regarding its service. In this case training and development is required for the employees. Negative feedback increases the disappointment in the organization. In this case Leadership model can bring the positivity among the employees (Dinh et al. 2014). By introducing the leadership model, the quality of service can be improved. If the organization will be able to provide effective service o the customers, this can help to reduce the rate of dissatisfaction. By adopting effective leadership practices, the employee satisfaction will be increased which will influence the employment rate of the company (Petty 2014). With the increasing number of employees, the service can be provided in better manner.
Identified Problems and Solutions
Motivation is being considered as the important technique for developing effective organizational culture. In this case Maslow’s theory of motivation can be adopted by the company. Through effective Maslow’s theory of motivation practices, the employees will get motivated towards their job (Healy 2016). On the other hand, for developing the relationship with the customers, the different technological equipment needed to be introduce. Therefore, if the employees will be trained they will get motivated towards accepting the technological innovation. On the other hand, strategic changes is also required in order to deal with the problems. Through the strategic planning, customer value can be increase. In this case different computer based information systems can be introduced for making the transaction processing system more effective. This will help in the case of developing effective professional relationship in the organization. It has been identified that through the effective strategic planning supply chain of the company can be improved. On the other hand, it will be also effective in terms of introducing effective business practices in the organization. It will help to acknowledge the problems in proper manner. By bringing the strategic changes different technological supports the business information system can be strengthen. This process will help in terms of updating the customers regarding the problem solving activities of the company. On the other hand different complaint management policies are required to get adopted by the company. As the company is wholesale service provider, therefore, the retail organization in the industry also influence the complaint rate. As stated by Ramirez et al. (2016), if the community resolving strategies can be adopted it will help to deal with the customer problem. By supporting this Adriaenssen, Johannessen and Setersdal (2016) opined that the internal procedure of the company is needed to be changed for improving the relationship with the community. In order to deal introduce such practices different information progress models such as Narrative (word, spoken, or written) Mathematical (arithmetic), Schematic (graphic) and Physical (tangible) processes can be adopted so that the communication with the customers can be done in an effective manner.
Basically the problem which has been identified in this study is related to the customer complain. Due to the increasing cost and changes in customer demand, the company is not being able to deal with the challenges. Slow internet problem is just not the issue for this organization but also cost is another issue for the company. In order to improve both the internet storage system, the company can introduce the cloud computing system. On the other hand, for increasing its number of customers it can bring changes in its pricing and packaging strategy. After researching on the organization, it has been identified that the company have started working on the dealing with the internet speed. However, it still need to work on making this cost effective for the customers (Nbnco.com.au. 2018). By increasing the internet storage and decreasing the rate of data per GB, large number of customers will be able to experience this service. Small size of data recharge pack is also needed to be introduced. By adopting effective marketing practices through the electronic media, the customer relationship can be improved. As customer relationship is being considered as the important part in business information management practices, therefore, by collecting the customers’ feedbacks and addressing them actively through fastest medium can be beneficial for the company. On the other hand, it can be said that the employees who create problems in the installation process are needed to be identified and proper legal step against them is required. As the study has repeatedly discussed that the customer dissatisfaction is the biggest issuer for the company, therefore, for gabbing the attention of the customers exiting facilities such as free gifts, warranty extension and reward points against recharge can help the company to overcome the challenge.
Conclusion
In this study, it has been identified that in the current business trend the importance of business information management practices is quite higher. It is beneficial for the organization in der to improve the customer relationship. Through the uses of information management tools such as software, hardware, database and many more, the information practices can be improved. In this study, it has been identified that leadership model, Maslow’s theory of Motivation and strategic planning can be beneficial for dealing with the customer complain regarding issue in NBN Co Ltd. It has been discussed that the cloud computing, electronic media, cost effective product package and small recharge facilities can help to address the issue
Reference list
ABC.net.au. 2018. Customer complaints are still too high, but we’re working on it: NBN CEO. [online] Available at: https://www.abc.net.au/news/2017-08-15/nbn-customer-complaints-still-too-high:-ceo/8809148 [Accessed 13 Jul. 2018].
Dinh, J.E., Lord, R.G., Gardner, W.L., Meuser, J.D., Liden, R.C. and Hu, J., 2014. Leadership theory and research in the new millennium: Current theoretical trends and changing perspectives. The Leadership Quarterly, 25(1), pp.36-62.
Healy, K., 2016. A Theory of Human Motivation by Abraham H. Maslow (1942)–reflection. The British Journal of Psychiatry, 208(4), pp.313-313.
Jacobs, G.E. and Castek, J., 2018. Digital Problem Solving: The Literacies of Navigating Life in the Digital Age. Journal of Adolescent & Adult Literacy, 61(6), pp.681-685.
Meuser, J.D., Gardner, W.L., Dinh, J.E., Hu, J., Liden, R.C. and Lord, R.G., 2016. A network analysis of leadership theory: The infancy of integration. Journal of Management, 42(5), pp.1374-1403.
Nbnco.com.au. 2018. Available from https://www.nbnco.com.au/corporate-information/media-centre/media-statements/committment-to-customer-experience.html Accessed on 31st July, 2018
Ogiela, L. and Ogiela, M.R., 2014. Cognitive systems for intelligent business information management in cognitive economy. International Journal of Information Management, 34(6), pp.751-760.
Peltier, T.R., 2016. Information Security Policies, Procedures, and Standards: guidelines for effective information security management. Auerbach Publications.
Petty, T., 2014. Motivating first-generation students to academic success and college completion. College Student Journal, 48(1), pp.133-140.
Ramirez, G., Chang, H., Maloney, E.A., Levine, S.C. and Beilock, S.L., 2016. On the relationship between math anxiety and math achievement in early elementary school: the role of problem solving strategies. Journal of experimental child psychology, 141, pp.83-100.
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