B2B Digital Services and Customer Behavior

This assignment delves into the impact of individual technology preferences and organizational culture on a business-to-business (B2B) customer's willingness to use digital services at work. It examines various factors influencing this adoption, drawing upon relevant research and case studies in the field of B2B marketing and information systems.

Running head: STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND
ENTERPRISE
Strategic information systems
Name of the Student
Name of the University
Author’s note

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Executive Summary
This report focuses on the structure of the organisation of Woolworth Supermarkets. The
importance of the organisational structure has been depicted in the report the ups and downs of
the position of company has been focused in the report. The sales flowchart of the company has
been provided to analyse the condition of the company in the market. The B2B accounting
software packages helps in maintaining the solutions of the challenges faced by the company in
the market.

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Table of Contents
Introduction......................................................................................................................................3
Overview of the Company...............................................................................................................3
Organisational Problems..................................................................................................................5
System Flowchart of sales procedures.............................................................................................9
Control Problems...........................................................................................................................10
Accounting software packages......................................................................................................12
Market Size....................................................................................................................................13
Competitive advantage..................................................................................................................14
Limitation and Recommendation..................................................................................................15
Conclusion.....................................................................................................................................16
References......................................................................................................................................17

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Introduction
The Information System has been increasing its potential in the business organisation. The
Information System is implemented with the strategic business convocation in the market.
This literature review deals with the strategic events of the Woolworth Supermarkets, Australia.
The organisation stricture and its overview has been discussed in the report. The recent market
analysis and operational management of the company has been analysed properly in the report.
This report outlines the accounting software used by the company and its demerits. The leaders
of the market has been properly discussed in the report for analysing the competition in the
market. The challenges and gaps in the accounting software are resolved with the help of
different strategies.
Overview of the Company
Woolworths Supermarket is one of the largest retail market chain in the Australia founded in
1924. It has grown up to a huge retail market chain all over the world. There are more than 1000
stores in Australia and 968 supermarkets. It has received its revenue from food and groceries
stores. Woolworth group had a turnover of $27.9 billion in FY2004 in which food and liquor
contributed $22 billion (Woolworths.com.au, 2017).

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Figure 1: Corporate structure of Woolworths Supermarket
(Source: Woolworths.com.au, 2017)

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Figure 2: Management Structure of Woolworths Supermarket
(Source: Woolworths.com.au, 2017)
Both the above figures are showing the organisational structure of the Woolworths Supermarket.
The companies gave the managing director at the top of the hierarchy.
Organisational Problems
There is a drastic change in the revenue of the company over the years. These changes have
raised due to the fluctuations in the market share of the company in the market. The operational
strategies of the company have gone wrong for the company in the market. The change on the
operational system of the company have not shown any huge growth in the market (Galliers and
Leidner 2014). The increase in the number of the competitors in the market has causes threat for

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
the company. The company is not able to fulfil the requirements of the customer in the market.
There a huge change in the market share of the company in the recent years. The degradation in
the demand and price of some gods have caused loss for the company. The price of some other
goods have increased in the store of the company that has lost sight of the customers in the
market.
Figure 3: Reduce in sales of Woolworths Supermarket
(Source: Peppard and Ward 2016)

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
The company has shown inefficiency in fulfilling the requirement and expectation of the
customers in the market. This system has caused loss in the market for the company. The
customers are getting distracted due to the increase in the price of the product sin the stores of
the company. The structure of the organisation has not able to perform in the operational
management of the company. The company has not fulfilled the vision and mission statement of
the company. The marketing terns and department of the company not worked properly that have
neglected the image of the company in the market (Peppard and Ward 2016). The marketing of
the products and services of company in the market has not been done properly that has caused
depletion in the resources of the company in the market.

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Figure 4: Strategies of Woolworth Supermarket
(Source: Peppard and Ward 2016)
The system acquisition method of the Woolworths Supermarket is based on the ERP model. The
above figure describes about the new model of the company that is designed by the CEO of the
company. The SAP model has been implemented in the company for providing stability to the
company in the market (Pearlson, Saunders and Galletta 2016). The new ERP model of the
organisation has able to channelize the relationship with customers in the market. The ERP
system has able to focus on the retail stores of the company and providing products at a low price

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
to the customers. The SAP has helped in maintaining the database of the company in the market.
A properly arranged database helps in proper fetching of the data and information regarding the
operations performed in the organisation.
System Flowchart of sales procedures
Figure 5: System Flowchart of sales procedures of Woolworth Supermarket
(Source: Nguyen, Nguyen and Bosch 2017)

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
The above figure is a System Flowchart of sales procedure of sales process of the company. This
procedure helps in maintaining the visual effect of the sales process and identifies related issues
and challenges in the sales process of the company (Coviello and Tanev 2017). The flow chart
has described about the sales procedure of the Woolworth Supermarket, Australia.
The flowchart provided above signifies that the customer has to submit the post order (PO) on
the online website. The process has to be executed and is processed by the portal. The agent of
the company have reviewed the order provided by the customer (Cassidy 2016). The agent
provides conditions of the products, the standard terms, and approves the order. The order is
under terms and conditions, the request of the agent is proceed for the approval of order from
respective customer. The payment process might be initiated for the customers after the
confirmation of the order. The customer have to make the payment with the help of the payment
gateway. There are some changes in the product asked by the company and the customer makes
changes according to their choice.
If there is no changes in the choices and order of the customer, the order is ready for the
delivery (Nguyen, Nguyen and Bosch 2017). The order is shipped for delivery and send to the
local dealer of the order nearby on successful transaction. After that, the delivery individual
successfully delivers the order to the customer.
Control Problems
The principles of the operational body of the company revolves around the shareholders and
customers (Wu et al. 2015). The retail market of the company is affected by external factors
including the environmental and social influences of the company. The problems that are

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affecting the brand image of the company in the market. These problems includes the bad
products and services of the company in the market.

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Service process design
The tangible products and services are constituted with the retail sector in the market. These
services requires the participation of the customers for maintaining the engagement of the
employee in the company (Li, Cui and Lu 2017). The services offered by the company have been
continuously degrading uts quality that has cause decrement in the sales of the company. The
company has not changed the structure of the organisation according to the change in the market
trends (Ismail and King 2014). The interaction with the customers has changed that has caused
loss to the company. The self-checkout facility is not present in the stores and outlets of the
company that has caused many problems or the customers at the stores. The staffs and employees
of the company are not behaving properly with the customers at the billing counter.
Forecasting Issues
The managers at the outlets of the stores are responsible for the development of the outlets in the
local area. Forecasting deals with forecasting the future strategies for developing the outlets and
stores of the company in the market. The store manager is also responsible for developing
methodology of researching the outlets of the company (Kavanagh and Johnson 2017). The
manager of the store is relayed in the qualitative approach of the historical data and statistics.
The manager is unaware of the current changes in the market causing no change in the product
specification and price in the outlet.
Supply Chain Management
The supply chain deals with the process of providing materials from the dealer to the
wholesalers. The main part of the chain is the customers of the company. The management if the
supply chain is important to maintain for engaging the customers with the company. This is the

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
integration of the activities for procuring the materials and services for transforming into
immediate products.
There are various frauds prevailing in the organisational system of the company. The delivery of
the wrong product to the customer is one of the major problems of the companies. Various
outlets ask for extra charges for the delivery and other stuffs. This is an illegal activity offence by
the outlets of the company. The customers does not get same product as ordered in some cases.
Accounting software packages
The challenges in the Woolworth has helped in focusing on the gaps and loopholes of the
company in the market (Appelbaum et al. 2017). The company have to focus on the challenges
faced in the market. The company has followed the B2B connections that provides a proper
connection with the other brands provided in the company. The B2B solutions helps in
facilitating the third party technology providers for helping in solving the technical complexity
of company in market. The B2B solution provides technical messaging solutions to exchange a
wide range of information flows in the organisation.
Figure 6: Message flow in the accounting software packages

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
(Source: Cassidy 2016)
Market Size
The market size of the Woolworth Supermarket is always at the top of the market. The company
has able to fulfil the needs of the customer in the market.
Figure 7: Market growth of Woolworth Supermarket
(Source: Cassidy 2016)
The market of the company has been rising continuously in the market with increasing number
of customers. In the recent years, the market share of the company has shown decrement. In
September 2016, there is a loss of $825 million in the market for the company (Sun et al. 2017).

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Figure 8: Market share of the Woolworth and its competitors
(Source: McKnight et al. 2017)
Competitive advantage
The current market trend of the company has shown drastic changes in the market. Coles has
provided a tough competition to the Woolworth Supermarkets. The Coles has able to capture a
huge amount of customer in the market. The competitive strategies of the company is different
from the Woolworth in the market. The Coles have provided new trends in the market that has
helped in attracting the customers to them. The Woolworth has invested around 41 billion in
lowering the prices of the products in the market to provide a competitive advantage to the
Coles.

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Figure 9: Shopping share market
(Source: McKnight et al. 2017)
Limitation and Recommendation
There are various limitation sin the operational strategies of the company in the market. The
Woolworth is using the B2C strategy for gaining the competitive advantage (Hallikainen et al.
2017). The company is unable to fulfil the requirements of the consumers in the market that can
be a bug trouble for the company in the market. Therefore, it is recommended to use the B2B
software package for allowing any type of technical data of company. The company have to start

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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
new outlets for implementing B2B solution package in market. The company have to approach
towards the client directly to implement the B2B solution sin the operation management.
Conclusion
It is concluded that the Woolworth Supermarket has been able to maintain the top position in the
market. The operational strategies of the company have been exercising the interest of the
customer in the market. The structure of the organisation have been able to maintain a proper
hierarchy. This has helped in resolving the queries of the employees and other staffs. The B2B
accounting software packages has helped in performing a proper agenda to the company in order
to make success I the market.

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References
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Appelbaum, D., Kogan, A., Vasarhelyi, M. and Yan, Z., 2017. Impact of business analytics and
enterprise systems on managerial accounting. International Journal of Accounting Information
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Cassidy, A., 2016. A practical guide to information systems strategic planning. CRC press.
Coviello, N. and Tanev, S., 2017. Initiating a New Research Phase in the Field of International
Entrepreneurship: An Interview with Professor Nicole Coviello. Technology Innovation
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Galliers, R.D. and Leidner, D.E. eds., 2014. Strategic information management: challenges and
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Hallikainen, H., Paesbrugghe, B., Laukkanen, T., Rangarajan, D. and Gabrielsson, M., 2017,
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STRATEGIC INFORMATION SYSTEMS FOR BUSINESS AND ENTERPRISE
Ismail, N.A. and King, M., 2014. Factors influencing the alignment of accounting information
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McKnight, D.H., Lankton, N.K., Nicolaou, A. and Price, J., 2017. Distinguishing the effects of
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Nguyen, T.V., Nguyen, N.C. and Bosch, O.J., 2017. Enhancing the competitive advantages of
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Sun, Z., Strang, K. and Firmin, S., 2017. Business Analytics-Based Enterprise Information
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