Analyzing IT Management Issues and Solutions for World University

This report examines IT management issues faced by the World University, a fully online educational institution. The report details the university's customer loyalty scheme, 'StudyTogether Loyalty,' which rewards student referrals with fee credits, and discusses the provision of e-books and preconfigured laptops as part of the course offerings. Furthermore, the report identifies two key business processes that can enhance the university's model: the implementation of a customer service team and the appointment of a business analyst. Finally, the report explores the benefits of social media advertising for the university, including enhanced brand recognition, improved brand loyalty, and increased conversion rates, emphasizing the strategic importance of a well-structured social media plan for attracting students and boosting sales.

Running head: IT MANAGEMENT ISSUES
IT Management Issues
Name of Student:
Name of University:

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Executive Summary
A group of private education institutions gather all over the world to form the World University.
The senior management staffs decide to design an online platform where the students can be able
to learn the courses offered by the private educational institutions from their respective premises.
The students from many corners of the world can be able to register into the web portal from any
devices. They can sign in anytime from their devices and can study the courses. Students have
the convenience to choose the country from where they want to take the course. The
management staffs decide to provide several facilities to the students. The management team
decides to introduce the loyalty scheme. The students those who will refer World University to
the other students will get rewarded with fee credits. The staffs will be given the similar
opportunity as well. Again, the students have been decided to provide the e-book and the laptops
so that the students can get help in studies. The report also demonstrates the two business
procedures applying which they can improvise the business operations. The World University
can appoint a customer service team to help the students. They can also appoint a business
analyst. The business analyst will help them in improvising the business. The report also explains
about the several benefits that World University can achieve through social media advertising.

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Introduction
A group of private institutions have collaborated with each other to form the World
University. The World University is the fully online university, and in this university, the
lectures are given online. Here the lecturers offer lectures on several courses. The students can
sign in their respective portal and study the online courses offered. The teachers, staff and the
students can be able to interact with each other (Luftman & Derksen, 2014). The students can
communicate with the teachers and the staff and can solve their queries online. The students will
have to pay online for the courses, and after paying the fees, they can be able to enjoy the
courses. Students all over the world can be able to avail the study courses.
The report shows that the senior management has taken certain steps in the following
decisions- the management staff wants to introduce customer loyalty scheme for the staffs and
the students. The name of the loyalty scheme is the StudyTogether Loyalty. The students will be
rewarded if they refer any other students for the University. The staff working in the World
University can avail the similar service. The students are rewarded with fee credits. The senior
management staffs also decide to provide the e-book and laptops to the students. The laptops and
the e-books can be helpful in studies. The report explains about appointing customer service
team and the business analyst. The report will also explain about the impact of social media for
the business.
1. A customer loyalty scheme called StudyTogether Loyalty will reward students who
introduce another student with fee credit depending on which course is picked. The
university also uses agents to sell its offerings to employers. Applications are approved in
less than 5 minutes. Payment for non-refundable fees are by credit card or Paypal

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The World University has introduced a customer loyalty scheme called StudyTogether
Loyalty scheme. The students who are currently enrolled for the World University can enjoy the
service. The employees and staffs who are currently working for World University can get the
service of World University. The students of World University can like the World University
study courses. They can be benefitted, and they can refer all these online courses to their friends
and family. In this way, the University can get more and more students. The students will take
their courses, will like their courses and will refer all these courses to others. The World
University thus can increase their name and reputation (Kappelman et al., 2016). Also, they can
be able to earn more and more money. Since it is an online course, the students can refer students
from any corner of the world. In this way, the popularity of the University can get enhanced. The
staffs and the employees of the World University can get the similar opportunity. The world
University will become popular in the course of time. They can include more and more courses
and can provide benefits to the students all over the world.
The World University also decides to provide the students with benefits. They can get the
fee credit if they refer some other students. However, the fee credit depends on the course the
students who have been referred choose. Thus the students can get the benefits. They can be able
to take the courses by paying minimal fees (Armstrong et al., 2015). The applications are
approved within five minutes. The courses that are offered are all non-refundable, it means that
the students cannot get the money back once enrolled. The World University accepts payment
only via Paypal and credit card and not by any other means.
2. Ebook and laptop purchases are part of the course and will be available online. Students
cannot opt out of purchases. A preconfigured laptop loaded with required software will be
sent out to all students

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The World University students can pay for the courses and can enjoy the online courses.
The University also provides the ebooks and the laptops. The laptops are all new and are of latest
configuration. The laptops have the latest software version installed. The laptops come with
Windows 10 installed. The University also offers ebooks along with the paid courses. The
ebooks are written by world class authors and the quality materials. The students can be largely
benefitted if they read the ebooks and take the courses simultaneously. The ebooks will clear the
concepts taught in the courses (Schwalbe, 2015). The courses offered by the lecturers are all
relevant to the ebooks. The ebooks and the courses all come as a package. The students when
purchase the contents materials can purchase the ebooks as well. The laptops have all the latest
configuration installed. The laptops are all new and are preinstalled with latest software. The
students will not have to take the hassle to download and install the software. The software are
all genuine and licensed. Therefore, the students will not have to pay for the genuine software,
they will not have to pay for the latest license. Also the software will be licensed forever. The
students will not have to pay for the software in monthly or yearly basis. Some software are free
and open source (Schermerhorn et al., 2014). Those software are provided for free to the
students. The World University also provides special warranty for the laptops. It may happen the
laptops can have RAM issues or the laptops can have hardware issues. The University takes the
full responsibility to replace the laptops and repair the laptops free of cost. Again, the keypad of
the laptop can get disrupted along with time. The University also promises to replace the
keyboard with minimal charges. The battery of the laptops can get disrupted. The University will
replace the laptop battery however, the students will have to pay for the battery (Cherry & Jacob,
2016). The technical staffs have been appointed. The students can contact the technical staff and
clear their doubts. The students may find some issues with the laptops hardware and software.

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They will try to help them with necessary solutions. The software may get corrupted, the
operating system may get corrupted. The students may face difficulties continuing their studies.
The technical staff analyses the issues, reinstalls the software and format the operating system
depending on the situation (Avgerou & Walsham, 2017). The laptops may be affected by the
malware attack. The best way to get rid of the malware is to install antimalware programs. The
technical staffs install the antimalware software in the system. In this way the student can ensure
security of the laptops and can maintain their privacy.
3. Two suitable business process or solution that could be employed to enhance this model.
Details of the process or solution with relevant references to literature
The World University must employee a customer service team. The customer service
team can be able to manage the students, lecturers World University staff and managers better.
The entire business operations are handled online. The students, staff, management staff,
lecturers can face several issues. They are not convenient and not technically skilled. They can
suffer due to any technical glitches. The whole operations will fail and the initiative of World
University will fail to solve (Van, Rosa & Santoro, 2016). The customer management team can
help them to solve their problems. The World University must appoint technically skilled
customer service team. After that they must provide training to the customer service team. The
customer service team must have the desired knowledge about the online portal all the members
use. They must be aware of the issues that the staffs, students and the lecturers while using the
online portal. World University must be careful for the students. The students’ issues and the
queries must be listened to and must be given priority (Hitomi, 2017). The students may face
issues while viewing the online tutorials. They can face issues while downloading the web
contents. The customer service team must be ready all the time and must assist them 24x7.

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They must appoint a business analyst. The business analyst will carry out the feasibility
study and based on that they must prepare a report. The business analyst can be able to assess the
risks associated with the portal; they will keep track of all the issues the students, staff and the
lecturers are facing. In this way, World University can be able to know how they can improve
the business and can serve the students better. The business analyst will assist them in making
critical decisions as well. In this way, they can be able to do business better.
4. Social media playing a role in promoting this model
There are several benefits that World University can achieve while advertising on the
social media channels like the Facebook and Twitter. The advantages that they can get while
advertising on the social media are-
i. Enhancing brand recognition
The brand recognition can increase while advertising through social media. Interacting
with the social media, the management staff of World University can be able to know the
customers’ needs, in this way they can be able to know what the students’ want from this course,
how they can be able to serve the customers better (Figliola & Fischer, 2015). The students will
share or can recommend the brand to their friends and their family.
ii. Improving brand loyalty
The students will provide feedback, will provide ratings, and they will express their
views and opinions about the courses and the lessons they are learning. World University must
consider all these feedbacks. All these feedbacks will help them how they can serve the students
in better future (Bryson, 2017). If the students are satisfied, then they will get a positive response

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from the students, and this can help the World University to gain more profit and enhance the
brand loyalty.
iii. Improving the conversation rates
The social media advertising can help them to increase the brand visibility. The brand
visibility can attract more leads to visit the website. In this way, the conversion rates of the
website can increase. The management staff with the aid of well-structured media advertising
plan can enhance their sales as well as productivity. World University must offer some lucrative
offers and the benefits to the students (Galliers & Leidner, 2014). The offers can attract the
students and can influence them to know much more about the services of the World University.
The offers can attract the students to know much more about the courses they provide.
iv. Lessening Marketing Costs
Social media marketing does not need monetary resources while the conventional
marketing required the monetary resources. The social media marketing can help in reducing the
marketing costs (Kramer, Kinn & Mishkind, 2015). The World University with the aid of the
internet connections and computers can be able to market their courses in the more efficient way.
The World University can significantly diminish the operational costs.
v. Better Search Engine Ranking
The social media page does not enhance the search rankings. However, the social media
can earn more traffic for them. The students generally search for Bing, Google and DuckDuckGo
and can find the search engine (Ptak & Schragenheim, 2016). If the World University is in the
social media list, then there is a chance that World University will be shown among the top

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search results. Thus they can achieve wider visibility. Search engine optimising tools can provide
the facility to drive more and more traffic for the University websites.

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References
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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
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Bryson, J. (2017). Effective library and information centre management. Routledge.
Cherry, B., & Jacob, S. R. (2016). Contemporary nursing: Issues, trends, & management.
Elsevier Health Sciences.
Figliola, P. M., & Fischer, E. A. (2015). Overview and issues for implementation of the federal
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Galliers, R. D., & Leidner, D. E. (Eds.). (2014). Strategic information management: challenges
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Hitomi, K. (2017). Manufacturing Systems Engineering: A Unified Approach to Manufacturing
Technology, Production Management and Industrial Economics. Routledge.
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Trends Study. MIS Quarterly Executive, 15(1).

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