Information Technology for Managers

This document explores the role of information technology in managing organizations, focusing on Zain Bahrain's IT department and their use of information systems. It discusses the organization structure, information systems used, e-services offered, and IT policies. The challenges facing the IT department are also highlighted.

Running head: INFORMATION TECHNOLOGY FOR MANAGERS 1
Information Technology for Managers
Name
Institution

INFORMATION TECHNOLOGY FOR MANAGERS 2
INFORMATION TECHNOLOGY FOR MANAGERS
Introduction
Zain is among the top mobile telecommunication providers in the Middle East such as in
Bahrain and in North Africa. Zain Bahrain remains to be a corporate citizen that displays vision
and innovation in the way it plans and executes its programs. The main business activities
offered by Zain Bahrain include providing mobile voice as well as data services to its customers.
The company’s main objective is to remain committed in the delivery of long-term value by
remaining customer oriented as well as supporting initiatives that improve the customers’
experience. Zain Bahrain is service oriented, offering telecommunication services. The report
analysis Zain Bahrain’s IT department, including how information systems are strategically used
by the company.
Organization Structure
The IT department is managed efficiently with the objective of providing main upgrades
on services of Zain Bahrain. Some of the major roles of this department are to ensure that the
organization’s database, as well as the data center, is safe and ensuring that it is clear from any
problem ("Cloud DR - Zain Kuwait," n.d.). The activities comprise of providing technical
solutions to the employees as well as the customers, developing and maintaining good network
connection within Zain Bahrain, along with providing proper security cover for the
organization’s data center.
Zain Bahrain’s IT department is headed by a director. The IT director manages the
company’s information technology resources as well as supervising the employees responsible
for supporting along with operating the IT systems. Nonetheless, the IT director collaborates

INFORMATION TECHNOLOGY FOR MANAGERS 3
with other organizational departments to ensure they align their IT systems to their requirements
including managing the systems to make sure that they are available to the users whenever
needed. The director is also responsible for recruiting and training including training the IT staff.
Below the director is the IT manager. At Zain Bahrain, the IT manager acts as the bridge
between the IT Department and the rest of the business, is responsible and accountable to
provide the IT Services to the business, makes sure the Business Applications & Infrastructure is
up to date and meets the current and future expansion of the business (Santos, López &
Trespalacios, 2012). Nonetheless, the manager is the single point of contact for providing the IT
Services to the business. The engineering team and technicians are responsible for offering
solutions to engineering issues, including designing, developing, installing, and operating
systems. The team is also accountable for developing software and offering IT solutions and
security.
Information Systems (IS)
HR System: Zain Bahrain uses the Human Resource Information System as its primary
tech tool. The human resource department has got a lot of data to input, store as well as the track.
The best and most common method that can be used to organize this information is by adopting a
comprehensive HRIS. Regardless of whether the HRIS is a software solution or a software
service, the system is important for the HR department because it assists in storing and
organizing data that include employee profiles, attendance records, along with schedules
(Sekulic & Mandaric, 2013). By constantly developing the telecommunications infrastructure
including the provision of proactive marketing initiatives, Zain Bahrain has remained committed
to offering its clients the most dynamic services and products.

INFORMATION TECHNOLOGY FOR MANAGERS 4
Financial System: Globally, telecommunication organizations including Zain Bahrain, are
waking up to the necessity of finance organization as well as the importance of highly detailed
financial data. The outcome of accounting compliance is necessary for many organizations
because it enhances access to revenue forecasting, true cost allocation, along with enhancing
profitability analysis. The greatest challenge that faces telecommunication companies globally is
the effect of the new IFRS 15 revenue accounting standard. Zain Bahrain uses Aptitude flexible
finance software in transforming its financial systems, hence enabling them to tackle daily
challenges associated with data collection, reporting, along with standardization (Mohammed,
2013). Regulatory changes such as the new revenue recognition standard have prompted Zain
Bahrain to assess its present financial architecture and it has made use of this opportunity to
refresh and make key changes to its primary finance processes (Hardan & Shatnawi, 2013). The
Aptitude Software has enabled Zain Bahrain address issues such as streamlining its accounting
and finance processes, speeding regulatory compliance, driving customer loyalty, understanding
customer and product profitability, along with reducing manual work and errors.
Inventory System: Zain Bahrain uses Oracle’s Metaslov Inventory application in
streamlining and centralizing the process for controlling the flow along with the maintenance of
inventory. The system entails a combination of the technology, - the software and the hardware
as well as procedures and processes. The three are used to oversee the maintenance and monitor
stocked products such as the company’s assets or supplies ("Zain Group has chosen Basset
Interconnect settlement & routing optimization platform," 2013). The inventory management
system is composed of the following components: a system that identifies all kinds of inventory
including its associated information such as the asset tags, labels, or even barcode. It also
includes hardware tools that are used to read barcode labels that include handheld barcode

INFORMATION TECHNOLOGY FOR MANAGERS 5
scanners. The inventory management software is effective in providing a point of reference as
well as a central database for every kind of inventory facilitating data analysis and generating
reports (Harb, et al., 2017). The inventory management system used by Zain Bahrain improves
its cash flow, enhances transparency, enhances supplier, vendor, and partner relationship,
improve reporting and forecasting abilities, reduces labor costs, reduces storage costs, and
reduces the dead stock.
Material Management System: The Zain Bahrain warehouse management system of
Inventory and Management System (IMS) is developed with the intention of controlling the
storage as well as the movement of within the company’s warehouse ("Software • Safe • Reliable
- Project - Zain Life," n.d.). Nonetheless, the functionality also helps in directing and optimizing
stock that is put away by making use of real-time informing, thus giving room for minimal
amounts of time which is to be wasted. The benefits associated with using the IMS by Zain
Bahrain warehouse management include: the system helps improve the overall efficiency of the
warehouse, hence reducing the labor costs, and reduces inventory stocking level requirements. In
addition, the system is also important because it enhances the accuracy of shipping and reduces
the volume as well as the cost of the warehouse space.
Production System: Zain Bahrain uses DataAssist Business Intelligence system in
transforming and automating its production capabilities. The system helps the
telecommunication company to improve its day-to-day information management, which is
generated by its customers. The DataAssist BI Module is an information management system
that provides an organization with its entire information management as well as reporting the
requirements in a singular environment ("You are being redirected..," n.d.). The system has been
designed to operate seamlessly across Zain Bahrain’s entire business functions including its

INFORMATION TECHNOLOGY FOR MANAGERS 6
ability to extract data from multiple sources simultaneously. The system offers the company the
ability to draw reports from any kind of ODBC (open database connection) by making use of a
comprehensive dialect manager. The benefits of this system are that it enhances data integrity
and facilitates revenue management reporting, and integrity.
E-service
An example of an e-service that Zain Bahrain offers its customers is the Zain Self-Care
Application that was co-created by Zain Bahrain and Infosys. The application has effectively
transformed the user experience for its Zain’s customers by offering self-service. The Zain Self-
Service is an innovative mobile application that has been designed for the tablet as well as
phones and is built using Infosys AssistEdge, a product which efficiently transformed consumer
experience across the company’s channels ("ZAIN | Careers," n.d.). The Self-Care Application
operates in all operating systems that comprise of Android, Blackberry, iOS, and Windows. The
application was launched in February 2013 and it is the first-of-its-kind mobile telecom
application that has ever been used by a Bahrain operator. Currently, this mobile application
enjoys a wide-spread adoption by Zain Bahrain’s customer base and it offers customers
unparalleled convenience in the manner in which customers can manage the telecom service
needs.
Zain Portal is the other e-service that is offered by Zain Bahrain to its customers. Using
the Zain Portal, clients can raise queries regarding the services provided by the organization,
make subscriptions such as the internet or purchasing airtime. In addition, the portal also
facilitates the customers to check their details and get notified on the type of promotions
available. Zain Bahrain’s E-shop is another crucial e-service that enables the customers to check

INFORMATION TECHNOLOGY FOR MANAGERS 7
on products such as telephones and tablets that are in the market. The E-shop allows the
customers to purchase products that they believe will meet their needs.
IT’s Policy
Zain Bahrain is very keen on maintaining the privacy of its customers’ data. Zain
Bahrain’s privacy policy lays out guidelines regarding the information the company collects
from its customers, how it collects the information, how the information is used, sharing the
information with third parties, how to protect the information, updating a customer’s
information, as well as international transfers ("Privacy Policy," n.d.). The information collected
by Zain Bahrain is dependent on the service or the information that a client requests. Such
information may include the name, email address as well as other information. In addition, the
company also collects the domain names along with the IP addresses of its clients. The
organization may use the collected information in providing its customers with personalized
content, processing and responding to inquiries, and improving the services. Also, Zain Bahrain
may at some instance share or disclose the collected information with third parties with the aim
of outsourcing functions, confirming or updating information provided by the customer,
including informing the clients of events, information regarding the company’s services,
including other essential information.
Nonetheless, Zain Bahrain also collects its customers’ information using cookies, web
beacons or even through other related technologies. The company protects the collected
information against loss, alteration, and misuse ("Privacy policy," n.d.). The company has
achieved this by implementing reasonable physical, administrative, as well as technical measures
to protect this information. Customers can update their personal information by contacting the

INFORMATION TECHNOLOGY FOR MANAGERS 8
company’s IT department. In the instance that there are projects that require non-Bahrain law
advice, the company might pass the customers’ information to its associated firms in other states.
Statistics
Zain Bahrain receives 76.6% of its total revenue from Mobiles, which are the company’s
primary source of the revenue. In addition, Zain Bahrain gains 10.2% of revenue from its Fixed
Wireless and approximately 4.2% form interconnection, - these are calls made to other
telecommunication firm’s- as well as approximately 9.1% revenue which is generated from other
products and services that may include selling TVs, mobiles, mobile accessories among others
(Ali, Divya & Saradhi, 2017). On February 17th, 2019, Zain Bahrain, a leading
telecommunication provider announced its financial results for the period ended 31st December
2018. Zain Bahrain’s overall revenue was down YoY to BD 66.198 million (US$ 175.127
million0 in 2018 from BD 73.696 (US$ 194.963 million) ("Zain Bahrain reports impressive 20%
net profit growth for full-year 2018, to reach BD 5.174 million," n.d.). However, there is no
mention of the capital and operational performance of Zain Bahrain’s IT department.
Satisfaction of the IT Services
Based on my own experience as a customer, the level of satisfaction of the IT services at
Zain Bahrain is extremely good. E-services such as live chat, E-shop, and E-payment are
extremely good. The Zain Live Chat Service ensures that customer service is a key
differentiating factor for the company. The service takes care of all the postpaid and the prepaid
questions, requests, along with complaints using a live chat that is made available 27 hours a day
throughout the week. Despite that the company offers several e-services to its customers, these
services do not offer the best customer experience. The company has got among the worst

INFORMATION TECHNOLOGY FOR MANAGERS 9
internet services (Almossawi, 2012). Aimed at following what other communication companies
are doing such as the Viva and Batelco, they fail in ensuring that their infrastructure provides the
best customer experience. The internet connection is either slow or poor thus not meeting the
needs of the customers (Kadasah, 2014). Worst, the company has got poor customer service.
Once a client makes a call to the customer care desk either to inquire about their plan or service,
rather than being offered assistance, they are referred to the company’s website (Al-Zoubi,
2013). Looking into the website, the company only states the kind of plans they have but do not
explain to the customer the “fair usage policy” or any other types of catches in their plan.
Challenges Facing IT Department
With technology, there are many issues that cannot be ignored. Among the challenges
facing Zain Bahrain’s IT department include increased cybersecurity risks due to the increased
cyber-attacks taking place everywhere, all the time. With the increase in the number of cyber-
attacks, it is important that organizations beef up their cybersecurity measures (Alsultanny,
2012). As a result, managing and strengthening Zain Bahrain’s data and systems security and
privacy is a high priority. Such security threats comprise of the use of Artificial Intelligence by
hackers to crash intranets and websites, fraudsters whose intention is to steal identities and
access accounts, including ransomware that is capable of crippling a company’s devices (Jouini,
Rabai & Aissa, 2014). Zain Bahrain is trying to combat this problem by ensuring that the
company’s system is equipped with antivirus, systems monitoring, and ensuring that the firewall
is good.
Shadow IT is the other challenge facing the organization’s IT department. Shadow IT
involves unauthorized access to Zain Bahrain’s cloud service outside its premises by users, thus

INFORMATION TECHNOLOGY FOR MANAGERS 10
making the network to become more vulnerable to data breaches. Under shadow IT, there are
other issues that arise including the use of social networks on organization devices as well as
employees accessing the company’s systems on their personal devices. The company is dealing
with this issue by banning it and forbidding non-sanctioned applications from traversing the
company’s network. The other challenge is the lack of good talent pool. It is becoming
increasingly hard for the company’s IT department to find professionals that have got the
necessary technical knowledge and skills ("You are being redirected..," n.d.). Estimates made by
ISACA, - a non-profit information security advocacy group, indicated that by 2019, there would
be an international shortage of two million professionals in the IT security sector alone. Zain
Bahrain is combating this by partnering with universities and colleges to produce the needed
talent.
Departmental Structure
The IT department is responsible for developing, managing, and maintaining a
company’s technology-based assets, - the hardware, software, and systems- procedures, policies,
as well as systems. Zain Bahrain’s IT departmental structure is deployed efficiently aimed at
delivering and providing the necessary support. The company’s Application Development group
is responsible for defining application architecture along with developing programs and systems
that meet the organization’s needs which are defined using the system analysis team. The IT
department is also composed of the Application Management team that is responsible for fixing
bugs and pitches, code refactoring, carrying out minimal enhancements among other functions.
The team is also entitled to maintain Zain Bahrain’s infrastructure, - servers, memory, and
storage. The Business Intelligence team is mandated to design and create databases along with
applications that are capable of pulling, extracting, and analyzing large data to facilitate the

INFORMATION TECHNOLOGY FOR MANAGERS 11
company’s management with an insight to the overall organizational performance including
availing information on the rivals and the markets.
The IT Management and Administration function is responsible for overseeing Zain
Bahrain’s IT initiatives to make sure that any kind of technology-related project runs smoothly
and is aligned with the company’s overall strategy. The IT Procurement function is responsible
for managing the purchase of technology-related assets as well as analyzing the point at which it
is necessary to replace the hardware and the software ("Zain," n.d.). The IT Security Group
defines, communicates, and enforces technology-related procedures, standards, as well as
policies. The team is responsible for mitigating risks that are related both to internal and external
cyber-attacks and breaches. Zain Bahrain’s IT department structure ensures that the staffing is
adequate to deliver the company’s goals.
Level of Satisfaction
Efficient network coverage planning that targets the needs of the clients is essential to
any Global System of Mobile Communications (GSM) mobile operator. Zain Bahrain operator
promised to give the citizens of Bahrain Kingdom a high-level of service quality. Evaluating the
Service Level Agreement (SLA) by considering the network elements alone is insufficient in
capturing the perceived customer service quality expectations (Abbas, 2013). As such, it is
important to seek both network element measurement as well as user opinion evaluation.
Nonetheless, the level of satisfaction is also affected by other factors such as user expectations
which are based on the local setting.
Zain Bahrain’s IT services have derived high customer satisfaction which has been
attributed to the implementation of new services aimed at improving customer experience. For

INFORMATION TECHNOLOGY FOR MANAGERS 12
instance, the company has implemented a Customer Visit Management system that allows the
clients to obtain swift and seamless service that has got the highest level of care when visiting
any of Zain Bahrain’s 22 retail experience outlets. The customers can as well schedule and
reserve their visit to the retail experience outlets beforehand by contacting the company’s
customer service helpline or visiting the organization’s website (Abbas & Hamdy, 2015). To
enhance the level of satisfaction, members of Zain’s Exclusive Signature VP program can
instantly access top priority services wherever they visit an experienced shop.
Zain Bahrain level of satisfaction has also been boosted by the rebranding of the
company’s retail footprint with colorful themes that are set in a very conducive environment
where the clients can access demos, self-service machines, device displays, and interactive
product screens. The level of customer satisfaction is also affected by the aftersales technical
sales offered to the company’s customers. To avail these services to the clients, the organization
has opened Smart Desks to offer after sales services to clients that have got tablets, smartphones,
broadband devices, and laptops.
Zain Bahrain can improve the level of customer satisfaction by looking beyond the
traditional customer experience metrics. In 2003, Net Promoter Score (NPS) was introduced as a
means of measuring the level of customer satisfaction. The NPS was based on one a simple
question: “How likely would you recommend our service to a friend or colleague?” However,
the NPS does not put into consideration the entire customer journey, including how a client’s
experience and expectations change depending on the interaction. To enhance improve customer
satisfaction, Zain Bahrain should not stop at the NPS but rather dip deeper by asking the clients
follow-up questions.

INFORMATION TECHNOLOGY FOR MANAGERS 13
Information Systems
Information systems would help Zain Bahrain achieve competitive advantage in the
following ways: first, the information systems would create barriers to competitor’s entry. Using
this strategy, Zain Bahrain can use information systems to offer services and products that are
difficult duplicating or which are only used in serving a highly specialized market (Al Kahtani,
Nawab & Allam, 2016). As a result, the entry of rivals is prevented because the cost of adopting
such a strategy very high. In addition, the company can generate a database to enhance
marketing. Using information systems also would provide Zain Bahrain with an edge over its
rivals through the generation of databases to help enhance sales and marketing strategies ("Zain
Redefines its Sales Functions with TCS," n.d.). The databases may be effective in monitoring
purchases made by the clients, as well as identifying the market’s different segments.
Another means Zain Bahrain can gain a competitive advantage is by locking in the
suppliers and the customers. Based on this concept, the company can make use of information
systems to offer such advantages to its suppliers or customers, hence becoming hard for them to
switch over to the rival organization (Al-Ammary & Hamad, 2012). For instance, Zain Bahrain
may develop its information system and offer several benefits such as enhanced management
support and reduced transaction costs. Nonetheless, information systems can also assist Zain
Bahrain to lower its internal costs, thus allowing the organization to offer services and products
at a lower price than those provided by their rivals. Hence, having in place such information
systems can be beneficial in contributing to the company’s survival and growth (Banik & Nag,
2016). Also, the company can leverage technology in the value chain. The approach points out
the main activities in Zain’s business where it is possible to apply competitive advantages and
where it is likely for the information systems to have a better strategic effect. The model is based

INFORMATION TECHNOLOGY FOR MANAGERS 14
on the idea that information technology can be applied in gaining competitive advantage through
the identification of specific and critical leveraging points.
Conclusion
Zain is a top mobile telecommunication provider in Bahrain. Zain Bahrain’s main
business activities include providing mobile voice as well as data services to its customers.
Among the information systems used by Zain Bahrain are Human Resource Information System
and Oracle’s Metaslov Inventory application among others. The information systems can assist
Zain Bahrain to achieve competitive advantage by creating barriers to competitor’s entry,
generate a database to enhance marketing, locking in the suppliers and the customers, and
leveraging technology in the value chain. In addition, information systems can also assist Zain
Bahrain to lower its internal costs, thus allowing the organization to offer services and products
at a lower price than those provided by their rivals.

INFORMATION TECHNOLOGY FOR MANAGERS 15
References
Abbas, H. A. (2013). Quality as Determinant Factor of Customer Satisfaction: Case Study of
Zain-Kuwait. IBusiness, 5(03), 182.
Abbas, H. A., & Hamdy, H. I. (2015). Determinants of continuance intention factor in Kuwait
communication market: Case study of Zain-Kuwait. Computers in Human Behavior, 49,
648-657.
Al Kahtani, N. S., Nawab, A. K., & Allam, Z. (2016). Unfair HRM practices in the telecom
sector in Saudi Arabia: An empirical investigation of selected public and private sector
companies. International Journal of Applied Business and Economic Research, 14(10),
6377-6396.
Al-Ammary, J., & Hamad, S. (2012). INFORMATION TECHNOLOGY FOR ENHANCING
NGOS’ PERFORMANCE IN THE KINGDOM OF BAHRAIN. ”International
Journal of Electronic Commerce Studies", 3(1), 111-120.
Ali, S. S., Divya, K. H., & Saradhi, J. P. (2017). Financial performance analysis of Bharti Airtel
in the context of pre and post-acquisition of Zain Group (A Kuwait basis
telecommunication company). International Journal of Engineering Technology Science
and Research, 4(8), 126-141.
Almossawi, M. M. (2012). Customer satisfaction in the mobile telecom industry in Bahrain:
Antecedents and consequences. International Journal of Marketing Studies, 4(6), 139.
Alsultanny, Y. (2012). Opportunities and challenges of M-commerce in Bahrain. Journal of
Database Marketing & Customer Strategy Management, 19(1), 31-38.

INFORMATION TECHNOLOGY FOR MANAGERS 16
Al-Zoubi, M. R. (2013). Service Quality Effects on Customer Loyalty among the Jordanian
Telecom Sector" Empirical Study. International Journal of Business and
Management, 8(7), 35-45.
Banik, A., & Nag, T. (2016). Bharti Airtel and Zain: A journey into new territories. Global
Business Review, 17(6), 1510-1515.
Cloud DR - Zain Kuwait. (n.d.). Retrieved from https://www.kw.zain.com/en/cloud-dr
Harb, A., Yaacoub, C., Kassem, A., & Baena, C. (2017). Assessment and analysis of factors
depicting the international expansion process of mobile network operators: case of Zain
Telecom. International Journal of Technological Learning, Innovation and
Development, 9(2), 97-113.
Hardan, A. S., & Shatnawi, T. M. (2013). Impact of applying the ABC on improving the
financial performance in telecom companies. International Journal of Business and
Management, 8(12), 48.
Jouini, M., Rabai, L. B. A., & Aissa, A. B. (2014). Classification of security threats in
information systems. Procedia Computer Science, 32, 489-496.
Kadasah, N. (2014). An Evaluation of Service Quality of Mobily and STC Telecommunication
Companies in Saudi Arabia. British Journal of Economics, Management & Trade, 4(10),
1599-1609. doi:10.9734/bjemt/2014/10516
Mohammed, M. F. (2013). Customer Relationship Management (Telecommunication Industry)
Comparison between (Airtel) and (Zain). International Journal of Business and
Management Invention, 2(11), 52-58.

INFORMATION TECHNOLOGY FOR MANAGERS 17
Privacy Policy. (n.d.). Retrieved from https://www.bh.zain.com/en/copyright/privacy-policy
Privacy policy. (n.d.). Retrieved from https://www.zain.com.my/en/footer/privacy-policy
Santos-Vijande, M. L., López-Sánchez, J. Á., & Trespalacios, J. A. (2012). How organizational
learning affects a firm's flexibility, competitive strategy, and performance. Journal of
Business Research, 65(8), 1079-1089.
Sekulic, D., & Mandaric, M. (2013). Quality of services as a determinant of customer
satisfaction in the hotel industry. Marketing, 44(3), 231-246. doi:10.5937/markt1303231s
Software • Safe • Reliable - Project - Zain Life. (n.d.). Retrieved from
https://www.milosolutions.com/en/projects/web/zain-life/
You are being redirected... (n.d.). Retrieved from https://www.zain.com/en/about-us/corporate-
governance/values-policies/
You are being redirected... (n.d.). Retrieved from https://www.zain.com/en/home/
ZAIN | Careers. (n.d.). Retrieved from
http://careers.zain.com/careers/zaingroup/VacancyDetail.aspx?VacancyID=117492
Zain Bahrain Optimizes Business Operations Using Nutanix Enterprise Cloud OS Software.
(2018, January 21). Retrieved from
https://www.nutanix.com/press-releases/2018/01/21/zain-bahrain-optimizes-business-
operations-using-nutanix-enterprise-cloud-os-software/

INFORMATION TECHNOLOGY FOR MANAGERS 18
Zain Bahrain reports impressive 20% net profit growth for full-year 2018, to reach BD 5.174
million. (n.d.). Retrieved from https://www.bh.zain.com/en/zainbahrain/zain-bahrain-
reports-impressive-20-net-profit-growth-for-full-year-2018-to-reach-bd-5-174-million
Zain Group has chosen Basset Interconnect settlement & routing optimization platform. (2013,
April 15). Retrieved from https://enghousenetworks.com/basset/2013/03/20/zain-group-
awards-basset-interconnect-settlement-routing-optimization-platform-contract/
Zain Redefines its Sales Functions with TCS. (n.d.). Retrieved from https://www.tcs.com/zain-
redefines-sales-functions
Zain. (n.d.). Retrieved from http://expertpath.net/pages/index.php?id=192