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Information Systems and Their Influence on Customer Excellence - Transport for London
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Added on 2020-04-21
Information Systems and Their Influence on Customer Excellence - Transport for London
Added on 2020-04-21
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Running head: INFORMATION SYSTEMSInformation Systems and Their Influence on Customer ExcellenceA Case-Study of Transport for London (TFL) in the Year 2010 – 2017Name of the StudentName of the UniversityAuthor Note
1INFORMATION SYSTEMSAcknowledgementI have gathered a great knowledge and experience by conducting this research. Conduction of theresearch has helped me to improve my knowledge regarding employee motivation as well asemployee retention. I have gained great help from my supervisors while conducting this researchand therefore, I would like to thank my supervisor .................................... for guiding methroughout the research. I would also like to thank my friends and family members forsupporting me in this difficult phase. I would also like to thank the participants of data collectionprocess as without their participation I might not be able to complete this research with bestoutcome. Thanks and regardsYours Sincerely,
2INFORMATION SYSTEMSAbstractIn this research, the researcher analyses the various information systems and theirinfluence on achieving customer excellence. London is having one of the busiest transportationservices around the world that is used by both daily commuters and the tourists. Millions ofpeople use London’s underground tube services, over ground rail services, taxis and buses as theprinciple modes of transportation. With such huge number of commuters availing the differenttransportation services in London, Transport for London aim towards using information systemseffectively in order to achieve customer excellence. With time, Transport for London has usedvarious technologies for developing a better understanding about the traffic of the trains, busesand taxis along with the tracking the movement of the commuters. It has been seen thatTransport for London has successfully made mobile network accessible and available for thecommuters by using information systems. However, Transport for London also requires someimprovements in order to use information systems more efficiently in order to achieve customerexcellence.
3INFORMATION SYSTEMSTable of ContentsChapter 1: Introduction....................................................................................................................71.0 Introduction............................................................................................................................71.1 Background of the study........................................................................................................81.2 Aim of the study....................................................................................................................91.3 Research objectives...............................................................................................................91.4 Research questions...............................................................................................................101.5 Research Limitations...........................................................................................................101.6 Structure of the Study..........................................................................................................11Chapter 2: Literature Review.........................................................................................................122.0 Introduction..........................................................................................................................122.1: Conceptual Framework.......................................................................................................122.2 Types of information system...............................................................................................132.3 Enterprise Resource Planning (ERP) system.......................................................................162.4 Business performance by implementing ERP.....................................................................182.5 Problems with information system......................................................................................232.6 Conclusion...........................................................................................................................24Chapter 3: Research Methodology................................................................................................25
4INFORMATION SYSTEMS3.0 Introduction..........................................................................................................................253.1 Research Outline..................................................................................................................253.2 Research Philosophy............................................................................................................263.2.1 Justification for selecting interpretivism philosophy........................................................263.3 Research Approach..............................................................................................................273.3.1 Justification for selecting deductive approach..................................................................273.4 Research Design..................................................................................................................273.4.1 Justification for selecting descriptive approach................................................................283.5 Research Strategy................................................................................................................283.5.1 Justification for selecting case study research strategy....................................................293.6 Data Collection Technique..................................................................................................293.6.1 Justification for selecting secondary data collection technique........................................293.7 Data Analysis Process..........................................................................................................303.7.1 Justification for selecting thematic data analysis technique.............................................303.8 Ethical Issues.......................................................................................................................303.9 Conclusion...........................................................................................................................31Chapter 4: Data Analysis and Findings.........................................................................................324.0 Introduction..........................................................................................................................324.1 Thematic Analysis...............................................................................................................324.2 Conclusion...........................................................................................................................40
5INFORMATION SYSTEMSChapter 5: Conclusion and Recommendation...............................................................................415.0 Conclusion...........................................................................................................................415.1 Linking with Objectives......................................................................................................425.2 Recommendations................................................................................................................43Reference List................................................................................................................................44
6INFORMATION SYSTEMSList of FiguresFigure 1: Position of business performance.....................................................................................8Figure 2: Conceptual Framework..................................................................................................12Figure 3: Types of Information System.........................................................................................14Figure 4: The four levels in ERP system.......................................................................................17Figure 5: Groups of business performance....................................................................................19Figure 6: Tangible benefits of ERP system...................................................................................21Figure 7: Intangible Benefits of ERP system................................................................................22Figure 8: Customer Requirement of Transport for London...........................................................33Figure 9: Transport for London routes..........................................................................................34Figure 10: People using underground tube in London Daily........................................................35Figure 11: Adoption of Contactless EMV at Transport for London.............................................37
7INFORMATION SYSTEMSChapter 1: Introduction1.0 IntroductionThe changes in the world are taking place on a continuous manner and the tastes andpreferences of the consumers are changing in a rapid manner as well. This has resulted for thecompanies in innovating and adapting to the situations by constantly changing their products andthe processes of business so that they can stay remain competitive within the market. In thecurrent years, it has been seen that the success of the business is related directly to the qualityand level of technologies that are being used within the system with respect to passing theinformation. This information that is being passed within the organization needs to be used in acorrect manner so that it can help in increasing the productivity level for the firm (Laudon andLaudon 2016). The information systems are important, as its utility within the organization has increasedto a great extent as more organizations are implementing it within their process of business. Themodern organizations are taking more help of the information system, as it is helping them insimplifying their process of work and dealing with the external and the internal duties in a propermanner by managing the daily operations efficiently (Wu, Straub and Liang 2015). The development of the technologies is on a continuous manner, which shows that theperformance of the hardware and the software can increase by lowering the prices. The use of theinformation systems helped in promoting the use of computerized systems on a global manner.The implementation of the system has to be done on a proper manner so it can help the processesthat are present in the business, which will help in increasing the performance of the firm. The
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