Management Information System: Telstra Corporation Limited

Running head: MANAGEMENT INFORMATION SYSTEM
Management Information System: Telstra Corporation Limited
Name of the Student
Name of the University
Author’s Note:

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MANAGEMENT INFORMATION SYSTEM
Table of Contents
1. Introduction............................................................................................................................2
2. Discussion..............................................................................................................................2
2.1 Brief Introduction of Telstra Corporation Limited..........................................................2
2.2 Description of the Problem in terms of Measurable Symptoms......................................3
2.3 Consideration of the Problem and Analysis with Leadership Model and Strategic
Planning..................................................................................................................................4
2.4 Designing of an Intervention with few Aspects of Analysis for Telstra Corporation
Limited...................................................................................................................................7
3. Conclusion..............................................................................................................................8
References..................................................................................................................................9

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MANAGEMENT INFORMATION SYSTEM
1. Introduction
MIS or management information system can be referred to as an information system
that is being utilized for decision making process. It is also used for successful coordination,
visualization, controlling as well as better analysis of confidential information within a
company (Laudon & Laudon, 2016). This particular information system helps in proper
examination of technology, processes and people for the organizational context. The major
objective of this use of MIS would be incrementing the total profits and values of business. A
management information system comprises of software and hardware, which majorly serves
as the major backbone of several organizational operations. It helps in gathering of data from
various online systems, analysing information and finally reporting data for the purpose of
aiding into management decision making (Galliers & Leidner, 2014). The following report
outlines a brief discussion on the issue of customer relationship management that is being
faced by Australian firm, Telstra Corporation Limited. Proper analysis would be done with
strategic planning and leadership model.
2. Discussion
2.1 Brief Introduction of Telstra Corporation Limited
Telstra Corporation Limited is the largest and the most popular telecommunications
organization that builds up and then operates several types of telecommunications networks
or market voice, pay television, mobile or any other service and product. This particular
organization undergoes distinctive change programs for becoming more customer focused
and hence enhancing effectiveness to a high level. The various computer services of Australia
were being controlled by the PMG and hence it was needed to ensure that
telecommunications networks are being administered effectively (Telstra. 2019). This
specific telecommunication organization became private in the year of 1997, after the shares

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MANAGEMENT INFORMATION SYSTEM
were going high for the organization. The Australian government has subsequent legal
ownership of all types of lines from 2007 and since Telstra has played one of the major parts
for up gradation of supply resources. They have been providing various types of products and
services and have been facing intense competition in the telecommunications market.
2.2 Description of the Problem in terms of Measurable Symptoms
Customer relationship management or CRM is a proper combination of technologies,
strategies and practices, which the organization utilize for management or analysis of
customer data and interactions in the entire lifecycle of customers (Khodakarami & Chan,
2014). It comprises of a goal to improve the customer service relationship or even assist in
the customer retention as well as to drive the total growth in sales. Such systems can compile
entire data of the customers within various channels for inclusion of organizational website,
marketing materials, social media and direct mail. These systems even provide customer
facing employees that are being detailed by personal data of the customers and buying
preferences. The major components of customer relationship management, which are
responsible for providing several advantages to the organizations, include marketing
automation, sales force automation as well as contact centre automation (Choudhury &
Harrigan, 2014). The processes of customer services are required to be simplified on a
priority basis and every customer request is to be handled efficiently.
In Telstra Corporation Limited, the management was facing major issue related to
customer relationship management. Since, it is business to customer or B2C organization,
management of customer relation is needed to be done on a priority basis (Nyadzayo &
Khajehzadeh, 2016). Although, CRM systems can be referred to as extremely effective
towards helping the businesses in better connection with several customers or even improving
methodology of businesses being run so that the users could encounter various issues, during
failure in utilizing CRM to the complete potential and proving to be a severe wastage of both