Business Information Technologies: Transforming Aramex with IT Systems

This report analyzes how Information Technology (IT) systems can transform Aramex, a shipment company, to improve its business operations. It begins by identifying manual processes that can be improved, such as communication, inventory management, and customer relationship management. The report then explores various methods of data storage and processing for knowledge management, including database and spreadsheet programs, batch and online processing. It highlights the role of IT in Customer Relationship Management (CRM) to improve customer retention, profitability, and acquisition. Furthermore, the report provides techniques for effective data and communication management, including data analysis, automation, and the use of intranets and extranets. The report concludes by examining how IT systems support value-added change, emphasizing the importance of improved communication and service development. This report provides a comprehensive overview of IT's potential to enhance Aramex's efficiency and competitiveness.

BUSINESS INFORMATION
TECHNOLOGIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
1. Manual processes of the organisation that can be transformed...............................................1
2. Different ways in which IT systems store and process data for knowledge management......2
3. Role of system in customer relationship management............................................................3
4. Techniques adopted for:..........................................................................................................4
5. Use of IT systems to support value-added change..................................................................6
6. Practical IT solutions for common business problems...........................................................7
CONCLUSIONS..............................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
In the present era of emerging technologies, it became significant for the organisations to
align with them in order to bring effectiveness in the business operations. Informations
technology is regarded as an entire business which uses computers and software to mange the
information of an organisation (Laudon and Laudon, 2015). It covers various activities
associated with the computing technologies such as software, internet, hardware, networking
and human resources. The function of this tool in the organisations involves the storage,
protection, processing and transmission of the information. Despite of the size of the business,
the role of information technologies (IT) brings effectiveness in the operations.
In this report, the advantages of IT for Aramex, a shipment company will be studied.
This report will cover the manual processes that can be transformed using the tool. Further,
various method of storing and processing of data will be analysed. In addition to this, role played
by IT in managing customer relationship will be studied. Moreover, suitable techniques will be
adopted for the data and communication management in the entity. Besides this, the role of IT
systems in value-added change will also be evaluated in this undertaking.
1. Manual processes of the organisation that can be transformed.
It has been observed that the Aramex is still stick to the traditional manual methods for
the processing of communication, inventory management, customer relationships dealing and
information systems. The manual tactics that are being used by the entity for these activities are
time and cost consuming that impacts upon the overall effectiveness of the entity. The biggest
issue associated the existing inventory management is that it focuses on the improvement of the
forecasting despite of the fact that it is just a small part of the overall business. Further, there are
some other problems too that are linked with the present supply chain management such as poor
execution, ineffective communication, and poor decision-making (Gillespie, Boczkowski and
Foot, 2014)
Besides this, the present customer relationship management system involves the multiple and
disconnected systems for the different product types. Further, these systems are inconsistent and
typically slow. Thus, organisation is required to implement the tools that provides single and
complete view of the customers having calibre to fix 90% issues. In addition to this, the internal
communication systems of the organisations are less-effective that impacts the transparency of
the operations which influence the development of the service. Hence, effective information
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systems are needed to be implemented in the organisation. Thus, these are the exiting processes
which will be transformed using the means of information technologies.
It will help in improving business performance and leading to change in their operations. This
will enable them to survive in long run and competing in the market. Also, it will provide a new
method of doing business using new techniques.
2. Different ways in which IT systems store and process data for knowledge management.
Knowledge management is basically about getting the right information to the right
person and at the right time. In context to the organisation, it is a tool that creates, shares, uses
and manages the knowledge and information. There are various ways in which IT systems stores
and processes data for knowledge management. It may be recognised that the storage of data
needs so much space and thus, some advanced systems has been developed. Some of the ways of
storing the data are as follows:
Database programs: In this method, the information is stored as a complete record. Some
common examples of the database programs involves Micros Access, Oracle, SQL server, etc. In
this, data can be easily queries and the new data subsets can be created. Further, the advanced
applications allows a user interface for entering the data.
Spreadsheet Programs: The data is entered using spreadsheet files in this. Some common
examples includes the Microsoft Excel, etc. It is easy to structure spreadsheets for the data input.
Besides this, the some methods that can be used for the processing of data are as follows:
Batch Processing: In this the information is which is required to be organised is sorted into the
groups. This sorting is performed for ensuring the efficient and sequential processing. This
process is mainly used for the recording and research of the information. The good example of
this type of processing systems are the ATMs.(Galliers and Leidner, 2014)
Online processing: This is a data processing method which requires internet connection along
with an attached computer system. This allows data to store at one place, however it can be used
at altogether different places. An example of this type of data processing system is cloud
computing. Similar to the batch processing, this system is also mainly used for the information
recording and research.
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Thus, in this way the data will be stored a d processed using information and technology
assisted systems.
With proper implementation of IT system there will be efficient working in all departments and
this will lead to accomplishing goals of each department. This will enable them to increase their
performance and hence overall objectives can be achieved. There are various IT system that is
implemented in organisation. It helps in achieving goals in effective manner:-
Transaction process system- It is used to input data to generate output. With this system
organisation collects orders, receipts, etc. that helps in effective production. It ensures that
production is done according to demand and area.
Customer relationship management system- It is used to track customers records and
inquiries. This helps in identifying their views or change in taste or preference. This provides
business to develop products accordingly and retaining their customers.
Business intelligence system- It is used to analyse future sales and revenues. So business uses
this to make effective strategies to provide an insight to management on what actions can be
taken. Thus, it helps in achieving objectives by modifying strategies.
Knowledge management system- It provides information to bring innovation or changes in
production process. This reduces the cost per unit and increases revenues. Also, it improves
business performance by accomplishing objectives by effective utilisation of resources.
3. Role of system in customer relationship management.
Customer satisfaction is the vital element fro any business to achieve the desired goals
and objectives. Thus, in this order to increase the loyalty of the customer, organisations are
nowadays heading towards the Customers Relationship Management systems(CRM). This
system comprises three elements which are customers, management and relations. It has been
observed that nowadays, companies are using IT to improve the way of design and management
of customer relationship.
Some major roles that are played by these systems in the organisation are as follows: Customer retention: There are various companies that keeps variable thoughts for
engaging customers. Some of them tries to attract new consumers, however others are
aimed on retaining the existing ones. With the help of the information technology
systems, customers will be remain updated with the knowledge which will help in
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retaining them. Further, communication tools also assists in gaining customer loyalty and
satisfaction (Gretzel and et. al., 2015) Customer profitability: With the help of the IT systems, the financial performance of the
consumers is tracked. This tracking become more accurate with the help of the advanced
tools. This data thus obtained helps in designing the products that are most liked by the
customers.
 Customer acquisition: Customer acquisition is the process of increasing the customer
figure by attracting the new ones. This method however needs time and money, thus
Aramex is required to do it effectively. With the help of IT tools, the customer
relationship can be increased and hence, beneficial results for customer acquisition will
be obtained.
There are various tools in CRM, such as intelligent email, collaborative chats, self-help,
telephony and VoIP, etc. which simplifies the process of contacting with each other and helps in
developing the consumer relationship. The level of communication raised by using these systems
that directly impacts upon the business productivity by ensuring the satisfaction of the
customers.
The data is stored in information system. Data stored is integrated according to its type. Then it
is processed by using transaction process system. Database management system is used to filter
and store data. It also ensures quality of data within Aramex. It enables employees to share
information and communicate effectively.
4. Techniques adopted for:
Data management: In order to manage the data, Aramex can adopt these steps:
 Analysis of data: In this step, the data that has been collected previously is analysed using
suitable parameters.
 Data setup to reflect the production environment: It is helpful in understanding the
production scenario. Under this phase the analysed data will be compared with the
existing data. The outcomes generated will help in the modification on the values.
 Identification of sensitive data and its' protection: Sometimes, data testing requires a large
amount of sensitive data. For example: Use of cloud in the data process is helpful in
testing different services, however it may be recognised that there is greater concern of
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privacy in it. Thus, it is necessary to protect this using appropriate tools (Chen and
Zhang, 2014)
 Automation: in order to run repetitive tests with different data, this automation is
performed. It helps in examining the errors that may occur while data testing. This
method can also be automate by feeding the method the previous comparison. On the
basis of this, the testing way will be automated. Effective data refresh: This is the most important step of implementing data management
systems in the organisations. All the steps that are mentioned above are co-related with
this process.
Communication management: In order to manage the communication Aramex can adopt these
steps:
 Intranet: This tool is used for managing the internal communication of the premises. It is
helpful in improving the environment and working conditions for the employees. It is a
private network which can be accessed by the workers of the entity. In the simplest form,
this tool can be used as local area networks (LANs) and wide area networks (WANs).
This tool eliminated the excess time-consuming in the traditional communication process.
Further, it ensure the workplace productivity by maintaining business operations in an
effective manner. It is an cost-effective method that enhance collaboration by making the
information accessible to all the authorised users. The dominant software for creating the
intranet is Microsoft SharePoint.
Source: Olszak, 2014
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Illustration 1: Intranet

 Extranet: An extranet is nothing but an intranet which can be partially accessed by the
authorised customers, and other stakeholders. This is a secured way of transmitting
information via internet trough the external environment. It is also a controlled private
network that can be accessed by the authorised users only. It is basically a subset of the
information accessible from the intranet of a firm (Lal and Bharadwaj, 2014) It is helpful
in exchanging large volume of data with the help of Electronic data interchange. Entities
can also share the catalogues with the customers and other trade partners. However, it is
expensive to implement extranets in the organisations and further requires high
maintenance.
5. Use of IT systems to support value-added change
There are numerous IT tools that can be utilised by the Aramrex to support the value-
added change. There are various business operations that can be modified using the techniques of
the IT that will bring effectiveness in the organisation. The improvised communication methods
will bring transparency in the business operations that will ensure the development of the
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Illustration 2: Use of intranet and extranet
Source: Veit and et. al., 2014

appropriate services. These tools may be intranet of extranet (Dong and Wu, 2015). Further,
production in the right direction as per the sue of these techniques will increase the business
performance. In addition to this, with the help computers assisted with IT tools for the inventory
management, effectiveness in the supply chain processes will be observed.
The supply-chain management will enhance the chances of effective development of the
services as per the needs and demands of customers. This will thus, implies in customer
satisfaction and relationship management. This will ensure the use of required resources only and
prevent natural raw materials from getting wasted. For the selected business the resource that can
be saved is Fuel. The effective use of the inventory management will ensure sustainable
development of the entity by reducing the wastage. Also, the environmental hazards will be
deducted by these practices. Further, the accuracy of these system is recommendable that will
reduce the errors that can occurred in the business. The use of IT systems makes the products
shelf-ready that is they can be supplied to customers at any time. Further, they assists in
managing the cost associated with the transpiration. The selected organisation can observe
continuous success and this will assist in improving the business performance.
IT systems can be used to develop new strategics and products in the organisation. It is also
useful in bringing innovation in overall operations of business. It stores and protects data from
getting hacked. For this various tools and techniques are used which helps in system
development. Thus, research is done for advanced IT security systems that adds value to
business.
6. Practical IT solutions for common business problems.
Below are some common business problems that are faced while performing the
operations. Further, IT solutions are provided along with them. Lack of effective communication: In order to maintain the effective communication, the
organisation can implement Intranet in the premises. This tool will allow employees to
create content, communicate, completing activities, collaborating and developing the
culture of the company (Kim, Trimi, and Chung, 2014) This will thus bring the clarity
ion the operations which will increase the performance of business by minimizing the
errors. Customer satisfaction: In order to increase the customer satisfaction, Aramex can make
use of CRM system. This system will help in developing effective relationship by
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increasing the level of communication. Further, the implementation of extranet will also
help in achieving consumer satisfaction by providing the entity with a controlled access
to authorised consumers and other stakeholders.
 Supply Chain Management: Inventory management of any business plays a major role
in the overall working efficiency. For the selected firm, it has been observed that the
manual operations are being carried for the supply-chain management. In order to
increase the effectiveness, modification is required in this field. Armaex can adopt viable
system module for improving the supply chain functions of the entity. This tool will
improve the mentioned lacking feature along with the management of the inventories.
There are five sub-systems of this module. Out of these, 3 explains the business
operations of Aramex, the 4th one is associated with the strategies that can be used by
the organisation (Lal and Bharadwaj, 2014). Further, the last one deals with the creation
of balance with the environment.
Database management system can be used to keep information or data of customer. It will help
in identifying changes in their demands. This is also useful in solving problems or issues. Along
with this strong firewall policies and security measures can be taken to protect data from been
misused. Moreover, it will be beneficial for timely delivery of couriers to right people.
Furthermore, their world wide data integrity will be prevented from getting damaged.
CONCLUSIONS
Information and technology plays a major role in business operations despite of the the
size of the organisation. In the present study, the significance of using advanced systems in
increasing the efficiency of the operations has been explained. In this project, the tradition and
less-effective operations that are performed in the entity are observed sop that they can be
transformed using the advanced tools. Further, the ways in which IT systems stores and process
the data has been studied to make use of these in implementation. Customers plays a significant
role in any business and thus, to improve the consumer relationship, some effective systems are
suggested in the report. This study further comprises the techniques that can be used for data and
communication management. Further, the use of the IT tools in common business operations is
analysed to gain value-added changes. Further, relevant practical solutions for these problems are
stated in the above undertaking.
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REFERENCES
Books and Journals
Laudon, K. C. and Laudon, J. P., 2015. Management Information Systems: Managing the Digital
Firm Plus MyMISLab with Pearson eText--Access Card Package. Prentice Hall Press.
Gillespie, T., Boczkowski, P. J. and Foot, K. A., 2014. Media technologies: Essays on
communication, materiality, and society. MIT Press.
Galliers, R. D. and Leidner, D. E. eds., 2014. Strategic information management: challenges and
strategies in managing information systems. Routledge.
Gretzel, U., and et. al., 2015. Special issue on smart tourism: convergence of information
technologies, experiences, and theories. Electronic Markets. 25(3). pp.175-177.
Chen, C. P. and Zhang, C. Y., 2014. Data-intensive applications, challenges, techniques and
technologies: A survey on Big Data. Information Sciences. 275. pp.314-347.
Lal, P. and Bharadwaj, S. S., 2014. Leveraging cloud-based information technologies for
organizational agility: A conceptual model. NMIMS Management Review. XXIV. pp.73-
88.
Kim, G. H., Trimi, S. and Chung, J. H., 2014. Big-data applications in the government
sector. Communications of the ACM. 57(3). pp.78-85.
Dong, J. Q. and Wu, W., 2015. Business value of social media technologies: Evidence from
online user innovation communities. The Journal of Strategic Information
Systems. 24(2). pp.113-127.
Veit, D., and et. al., 2014. Business models. Business & Information Systems Engineering. 6(1).
pp.45-53.
Olszak, C. M., 2014. An overview of information tools and technologies for competitive
intelligence building: theoretical approach. Issues in Informing Science and Information
Technology. 11. pp.139-153.
Online:
Aramex 2017. [Online].Available through: <https://www.aramex.com/>
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