IT Management Issues : Doc

Running head: IT MANAGEMENT ISSUES
IT Management Issues
Name of the student:
Name of the university:
Author Note

1IT MANAGEMENT ISSUES
Executive Summary
A group of private educational institutions have united together and took the initiative to form the
World University. The senior management staffs of the newly created World University have taken
action to offer the educational courses from their respective educational premises. The students from
all over the world can join the program and can make the classes. At first, they will have to register
with the World University, and then they will have to pay minimal fees. The world University gives
the opportunity to all the students. The students from any corner of the world can enjoy the courses
of the lecturers. The senior management staffs have decided to provide some more facilities to the
students. The management staff introduces the loyalty scheme for the scheme. The students currently
enrolled with World University can refer his friend and other family members to register for the
courses offered by the World University. In this case, the student will be rewarded with fee credits.
The senior staff management also decides to provide ebooks and laptops to facilitate the students in
their studies. In the report, the two business process have been discussed which can help them
further in their studies. Business Process Development, Data Analytics and Big data solutions are the
two business procedures that have been demonstrated in the report. The social media can play a
significant role in enhancing the business of the World University and the part of social media has
been explained thoroughly in the report.

2IT MANAGEMENT ISSUES
Table of Contents
Introduction:..........................................................................................................................................3
1. A customer loyalty scheme:...............................................................................................................3
2. E-book and laptop purchases as the part of the course and will be available online:........................4
3. Business solutions employed to develop the model:.........................................................................5
3.1. “Business Process Development” and “Customer Analytics”:..................................................5
3.2. “Big Data” solutions:..................................................................................................................5
4. Role of social media to promote those models:.................................................................................6
Conclusion:............................................................................................................................................7
Recommendations:................................................................................................................................7
References:..........................................................................................................................................10

3IT MANAGEMENT ISSUES
Introduction:
A group of private institutions integrates with each other to form the World University. The
Word University is an online University and in this University the lecturers impart lectures online. In
the University the lectures are offered on numerous courses. The students will have to enroll at first.
After that, the student can be able to sign in their portal. In the web portal the students, staffs as well
as the lecturers can communicate with each other (Galliers & Leidner, 2014). The students can clear
their all their doubts from the lecturers. The students can enjoy the courses only after paying a
minimum amount of fees. Students from all over the world can take the classes and can enhance
their knowledge.
The report discuss about the senior management staff and their critical decisions in
enhancing the business operations of the World University. They introduces the loyalty scheme for
the students those who will refer World University to any other students. They have planned to
handover ebooks and laptops to the World University to help the students in their learning. The
report also explains about the two business process the senior management staff decides to involve.
The impact of social media has been discussed in the report as well.
1. A customer loyalty scheme:
The senior management staffs of the World University decide to initiate a loyalty scheme for
the students. The loyalty scheme is known as the StudyTogether Loyalty Scheme. The students who
are currently enrolled with the University can refer the courses to any other students or any family
members. The new students who have referred other students will be rewarded with fees credits. The
fee credits depend on the course the students who have been referred choose. The fee credits get

4IT MANAGEMENT ISSUES
approved in five minutes (Bryson, 2017). The course fees once paid will be not be refunded at any
circumstances. The University accepts payments in the form of the Paypal and Credit Card.
2. E-book and laptop purchases as the part of the course and will be available
online:
Students at World University can easily pay for their course fee and can easily enjoy the
various kinds of online courses. University claims to provide eBooks along laptops to large number
of students. Laptops which are provided by university come up with preinstalled software’s in it.
Different laptops provided by the university come up with Windows 10 preinstalled in it. Various
students can be easily benefitted if only and only they take up courses on regular basis. EBooks
mainly helps in having a clear idea regarding the various concepts which are taught under the same
packages of eBooks. Laptops provided by the university come up with preinstalled required software
so that student does not encounter any kind of issues regarding downloading of software. The
software provided the university is genuine and licensed in nature. Student does need to pay any
kind of fees on regular or yearly basis. Some kinds of software which is provided is considered to be
free and open source. The software which is provided is free in terms of money to large number of
users. World University has tended to provide special kind of warranty for the laptop which is issued
by the university. University also takes into account the fact that they will replace the battery of the
laptop on regular interval and students does not need to need to pay any kind of charges for the
battery. A large number of technical staff has been appointed by university to tackle any issues
which are faced by the student. It creates a platform where student can easily clear technical issues
from the technical staff which is hired by the university. So the students can easily find some
problems regarding the hardware and software of laptop. Some issues can easily arise like the
software of the laptop is corrupted or the operating system is corrupted. So as a result it will result in

5IT MANAGEMENT ISSUES
large number of difficulties for continuing their studies. The ultimate notion of technical staff is to
check the issues, reinstalling of software and lastly formatting of OS based on the situation.
3. Business solutions employed to develop the model:
The two effective business solutions are demonstrated below:
3.1. “Business Process Development” and “Customer Analytics”:
Here the customer’s knowledge and their total focus on various well-designed instances has
been the main ingredient to maintain a loyal customer base. Thus, World University, U.S.A. has
been able to invest in BPM or Business Process Improvement tools. Different kinds of problems
taking place as investments and have been unable to share common goals and no coverage has been
used here. The process is driven here by customer behavior (Bowen & Chen McCain, 2015).
Moreover, World University has been found to best much on analytics and various business
intelligence technologies. This is to understand their customer much better. Further, the primary
challenge here has been a capability of achieving larger insights towards customer behaviors and
then leverages those insights to improve business process. As this has been effective, the business
processes are identified in a meaningful and influential way for customers at the real time (Caruana,
Ramasashan & Krentler, 2015).
As World University, U.S.A. started using analytics for continuing their process designing,
the results were positive. Besides, it has been a reactive approach to reach them and set new
standards for customer services. Moreover, the embedded analytically developed decision towards
business has lead to active and further interaction with the customers.
3.2. “Big Data” solutions:
Data analytics:

6IT MANAGEMENT ISSUES
Here, the big data solutions have been executing analytics quickly and helping various
shopper personas to develop richer insights. With the help of this, the marketers have been able to
define different kinds of loyalty programs to gain the required behavior. It has been helpful to offer
discounts and offer service perks (Eid, 2015).
Process automation:
The big data technology has been helpful for the organization for automating their data
collections and various processes of storages. Further, they are needed to run that analytics for
delivering various kinds of shopper insights in a quick, personalized manner (Hill & Alexander,
2017). Moreover, it has been helpful for track various modifications and measures towards customer
behaviors to measure success of loyalty programs.
4. Role of social media to promote those models:
The models discussed above can be promoted in social media in various ways. The methods
re-discussed below.
Rewarding the
visitors of the
website
Social media platforms such as Twitter and Facebook have retargeted
people to show advertisements only to those who have been visiting specific
page of their websites. Here, the methods are used to drive the traffic
around different kind of pages within site over a considerable time. To do
that on Facebook, the assimilations of different website-custom audiences
can be used here (Kim, Vogt & Knutson, 2015).
Rewarding various
kinds of ongoing
Facebook
Since the aim of World University has increased the organic reach of
Facebook, user engagement also increases. For loyalty programs, World
University can deliver every comment and like within their posts (Orel &

7IT MANAGEMENT ISSUES
engagements Kara, 2014). Since the followers have been getting engaged with various
contents, the contents have also been reaching to multiple people at friend
lists. In this way, different kinds of programs are also enjoyed.
Rewarding the
loyalty at various
platforms
It is seen that, at many places, conversations of tasks over social media has
been occurring at multiple locations. It has happened over different sites like
websites, offline and newsletters (Shen & Bae, 2018). Here, creating
repetitive behavior on social media has not been enough to achieve business
aims. Apart from this, a running of different kinds of distinct programs over
different other channels has also been very hard to manage.
Conclusion:
Thus it has been understood from the above discussion on the World University, U.S.A that
customer loyalty program has been a vital tool to generate customer loyalty. It is done since many
other aspects to create this is found to be satisfying store concept, service and product lines. Thus it
has been helpful to offer monetary and soft advantages. This is important to create loyalty among
consumers. Besides, customers of today have been buying options and competitions that have been
intense. It has made consumers loyal towards retailers and different types of brands at the same time.
Further, the loyal consumers have always comprised of various positive characteristics that they
have thought to do. Hence World University has felt a strong necessity to reevaluate their customer
loyalty schemes.

8IT MANAGEMENT ISSUES
Recommendations:
To develop customer loyalty programs, the organization must be aware whether this has been
a useful tactic for the business. World University must find out the value of their customers in the
company and overall expense to understand them. To understand the things more clearly different
recommendations are provided below.
 Being creative towards the points:
World University should reward points to the programs that have been taking place among
different loyalty programs. The two innovative processes to involve the aspects of plans are currency
name and visual representations of those points.
 Being creative to the customers are rewarded:
Here the discounts are seen to be the standard customer reward under those loyalty programs.
These programs need to be away in touch with the ordinary people. It is understood from various
practical examples, the members of the loyalty programs have believed that prizes offered by them
have been irrelevant towards the interests.
 Delivering customers with different statuses:
This has been an active method to make differences in programs. This has helped World
University to be showing the students where they have been standing within those loyalty programs.
There they should be provided with anything to strive towards and create an exclusive club of the
smartest loyalty program individuals. Further, students have loved to share those that have been seen
rare and vital.
 World University should be creative with methods where customers have been earning:

9IT MANAGEMENT ISSUES
Different notable loyalty programs for World University have been involved in rewarding
their customers. Here, the expectations have been very low. To satisfy those customers after
purchasing has been very much efficient to develop positive reinforcement. Thus it has never
established memorable experiences for the customers.

10IT MANAGEMENT ISSUES
References:
Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2015). Marketing: an introduction. Pearson
Education.
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.
Bowen, J. T., & Chen McCain, S. L. (2015). Transitioning loyalty programs: a commentary on “the
relationship between customer loyalty and customer satisfaction”. International Journal of
Contemporary Hospitality Management, 27(3), 415-430.
Bryson, J. (2017). Effective library and information centre management. Routledge.
Caruana, A., Ramasashan, B., & Krentler, K. A. (2015). Corporate Reputation, Customer
Satisfaction, & Customer Loyalty: What is the Relationship?. In Assessing the Different
Roles of Marketing Theory and Practice in the Jaws of Economic Uncertainty (pp. 301-301).
Springer, Cham.
Cherry, B., & Jacob, S. R. (2016). Contemporary nursing: Issues, trends, & management. Elsevier
Health Sciences.
Eid, R. (2015). Integrating Muslim customer perceived value, satisfaction, loyalty and retention in
the tourism industry: An empirical study. International Journal of Tourism Research, 17(3),
249-260.

11IT MANAGEMENT ISSUES
Figliola, P. M., & Fischer, E. A. (2015). Overview and issues for implementation of the federal
cloud computing initiative: Implications for federal information technology reform
management. US Congressional Research Service (CRS), 1.
Galliers, R. D., & Leidner, D. E. (Eds.). (2014). Strategic information management: challenges and
strategies in managing information systems. Routledge.
Hill, N., & Alexander, J. (2017). The handbook of customer satisfaction and loyalty measurement.
Routledge.
Hitomi, K. (2017). Manufacturing Systems Engineering: A Unified Approach to Manufacturing
Technology, Production Management and Industrial Economics. Routledge.
Kappelman, L., McLean, E., Johnson, V., & Torres, R. (2016). The 2015 SIM IT Issues and Trends
Study. MIS Quarterly Executive, 15(1).
Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight,
and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2),
170-197.
Kramer, G. M., Kinn, J. T., & Mishkind, M. C. (2015). Legal, regulatory, and risk management
issues in the use of technology to deliver mental health care. Cognitive and Behavioral
Practice, 22(3), 258-268.
Luftman, J., & Derksen, B. (2014). European key IT and management issues & trends for
2014. CIONET Europe and Business & IT Trend Institute, 1, 36.