IT Management Issues: Customer Loyalty and ERP Systems

This report delves into various IT management issues, focusing on a customer loyalty scheme, interactive tools, and an integrated ERP system. The report begins by differentiating between Information System and Information Technology, emphasizing the importance of advanced technologies for business productivity. It then explores a proposed customer loyalty scheme (MonetLoyalty) and the benefits of a mobile app for enhanced customer service and secure transactions. The report further examines the role of interactive tools in fostering customer patronage, brand loyalty, and attracting new customers. The core of the report investigates an integrated ERP system, its implementation, and the business opportunities it presents. The report highlights the significance of aligning an ERP system with company requirements using quality function deployment, fuzzy linear regression, and zero–one objective programming. This report provides valuable insights into IT management strategies for improving customer relationships and streamlining business operations.

Running Head: IT MANAGEMENT ISSUES
IT Management Issues
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Table of Contents
Part 1: Customer Loyalty Scheme...................................................................................................2
1.1 Information System and Information Technology................................................................2
1.2 Mitigation of Negative Impacts.............................................................................................3
1.3 The Proposed Customer Loyalty Scheme..............................................................................3
Part 2: Interactive Tools...................................................................................................................4
2.1 Patronage...............................................................................................................................4
2.2 Brand Loyalty........................................................................................................................5
2.3 New Customers......................................................................................................................6
Part 3: Integrated ERP System........................................................................................................7
3.1 ERP System...........................................................................................................................7
3.2 Integrated ERP Solution........................................................................................................7
3.3 Business Opportunities..........................................................................................................8
Part 4: New Intelligent Portal..........................................................................................................9
Bibliography..................................................................................................................................11

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Part 1: Customer Loyalty Scheme
1.1 Information System and Information Technology
There are several differences between Information System and Information Technology
although they are very often to be mistaken as the same. The differences between the two are
explained below.
Information Technology is the entire field of technology that covers all the technical
developments related to the use of computers. Hence, information technology includes all the
computer related technical fields including hardware, software, virtual interface, internet, etc. As
a result, information technology can be considered as an independent technical field.
Information System, on the other hand, can be considered as a dependant portion of
information technology. Information system covers all the complete packages of system that is
connected for one particular purpose. In other words, for instance, let a company is using a single
system and all the operation systems are all connected to the same system server. This one
complete system can be called as information system.
Keeping in mind the end goal to enhance the existing business productivity it is
particularly fundamental for the business associations to embrace propelled level advances as far
as improvement of online site. In conventional booking the customers used to confront diverse
issues and difficulties in any case, keeping in mind the end goal to alleviate those difficulties
reception of specialized advances have turned into a valuable action. So as to serve these
exercises with no sort of mistakes, legitimate use of the exercises and pretend of the task
colleagues are should have been served appropriately.

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1.2 Mitigation of Negative Impacts
For the provided case study, a number of negative impacts have been identified that must
be mitigated by any means. In order to fight the challenges and negative impacts, the five
different hotel chains have joined together to work as one single unit. The common solution that
all the parties have agreed to is to develop a mobile app for different smartphone platforms like
iOS and Android. The advantages of this development are as follows.
More Promotion and Advertisements – While more and more people are using
smartphones to browse in different public forum, it will be very easy to make online promotions
in order to interest more customers. Development of mobile app will also result in availability of
the same in the app store seeing which, many customers will get interest and will down the
application.
Less Communication Time – In the current manually handled process, the
communication time between the customers and the owners are very long, especially in the peak
seasons. The development of the mobile app will ensure the customers will be able to know all
the information related to the hotel chain and will be able to chat with the customer service
online.
Secure Payment of Transfers – The customers will be able to pay the rents and other
pending transactions through the app using cashless transfer that will be much more secure
option than cash transfers.
1.3 The Proposed Customer Loyalty Scheme
Another measure that the integrated company wishes to take is to introduce a new
customer loyalty scheme (named MonetLoyalty). The company has identified that the customers

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are the most valuable assets and in order to reward them for choosing their services, the new
loyalty scheme will be introduced. The company is willing to make this scheme a part of its
business strategy in order to continue maintaining customer base and further increase the same.
A customer's choice for going into and keeping up a long haul association with a company is to a
great extent driven by their evaluation of the center item/benefit and the social parts of the trade.
In unequivocally isolating these two perspectives, one can start pondering the esteem that the
relational association amongst customers and suppliers has versus the estimation of the center
item. Regardless of the focal points achieved by Internet-based self-benefit, there are potential
drawbacks to supplanting individual contact with innovation based association. One concern is
that the nonappearance of human touch in innovation based self-administration may not enable
representatives and shoppers to create compatibility and may dissolve the enthusiastic
connection customers may create toward specialist organizations through proceeding with
associations with the contact workers. These advantages that are relational in nature have been
named "social advantages" in the writing, and collect to those customers who are occupied with
proceeding with associations with the specialist co-op and its work force. Undoubtedly, the
relational parts of a relationship are on occasion observed to be more imperative to buyers than
incidental value breaks or unique administrations.
Part 2: Interactive Tools
2.1 Patronage
Continued patronage of a supplier regularly prompts the gathering of advantages and
perquisites that are lost if the relationship is ended. Illustrations incorporate regular flier miles,
exceptional volume-based rebates, and unique treatment in view of earlier utilization, for

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example, special seating in an eatery. The part of exchanging costs in customer markets has
created impressive hypothetical and useful premium. From a hypothetical viewpoint, exchanging
costs speak to a vital road for better understanding and anticipating customer maintenance. From
a handy viewpoint, overseeing customer impression of changing expenses to encourage
maintenance speaks to an effective strategic component in customer dedication programs. Such
advantages and perquisites speak to a growth of the center administration and in this way make
positive motivating forces to stay in a relationship. Given the exceedingly customized nature of
administrations, such treatment perquisites may get from solid associations with benefit faculty.
With a specific end goal to enhance the brand faithfulness of the current and recently garbed
purchasers it is important to join diverse emotionally supportive network in a stooping way
through extra help and administrations also. From the help of both the shoppers end and business
end the continued patronage can be upgraded as needs be.
2.2 Brand Loyalty
As to advancement of brand loyalty, analysts propose that trust advances from past
understanding and earlier cooperation. Aside from its dynamic nature, the condition for trust to
emerge is one of saw chance. Specifically, a few analysts connect the hazard discernment with a
circumstance of blemished data on the grounds that ``in add up to numbness it is conceivable just
to have confidence as well as bet, and under flawless data, there is no trust yet only reasonable
estimation''. This is on the grounds that this recognition speaks to specific circumstances in
which the customer faces some level of vulnerability or uncertainty in the fulfillment of his/her
utilization desires. Hence, for trust to wind up plainly operational the individual must be helpless
against some degree and subsequently his/her choice results must be indeterminate and essential
to him/her. Because of the way that the inspiration to settle on a decent choice outcomes from the

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vulnerability and significance related to the results of this choice, we relate chance discernment
with association. The thinking supporting this is the level of inclusion enables buyers to have an
inexact thought of how vital the item and the outcomes of a buy are for the individual, and along
these lines the level of inborn hazard related to the item class. In this circumstance, the individual
is more propelled to search for a dependable brand as a deciding foundation of his/her obtaining
choice with a specific end goal to maintain a strategic distance from the intrinsic hazard an item
class holds. To the extent the association is higher, the individual is relied upon to look up to the
intrinsic danger of the item class obtaining the brand that is more confided in contrasted and
others, and in this way the brand whose buy assumes the most minimal likelihood of torment a
misfortune or a poor acquisition.
2.3 New Customers
Prior to the usage of the administrations for the purchasers it is important for the
specialist organizations to comprehend the necessity of the customers. The two huge angles
considered for serving administrations to the buyers incorporate item stream and quality
administrations. Diverse visit bundles are accessible and in view of the consistency, the offers
are offered to the buyers. Be that as it may, before serving the offers to the buyers it is vital for
the specialist organizations to break down the nature of the contenders. Every shopper of any
company hopes to get auspicious reaction from the specialist organizations. Along these lines,
the purchasers are required to serve legitimate affirmation for creating connection between the
shoppers and the specialist co-ops. In view of the sort of the customers diverse offers are served.
Through breaking down the contenders the offers are required to be chosen by the administration
specialist of the online resort booking framework. It will enable the company to increase upper
hands from the aggressive market to put.

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Part 3: Integrated ERP System
3.1 ERP System
Enterprise resource planning (ERP) frameworks have increased real unmistakable quality
by empowering companies to streamline their operations, use and incorporate business
information process. This proposed ERP system builds up a technical structure for ERP
programming determination in light of quality function deployment (QFD), fuzzy straight relapse
and zero– one objective programming. So as to execute an ERP venture effectively, it is
important to choose an ERP framework which can be lined up with the necessities of the
company. Hence, a hearty basic leadership approach for ERP programming determination
requires both company needs and attributes of the ERP framework and their connections to be
considered. The proposed structure empowers both company requests and ERP framework
attributes to be considered, and gives the way to joining not just the connections between
company requests and ERP framework qualities yet in addition the associations between ERP
framework attributes through embracing the QFD standards.
3.2 Integrated ERP Solution
The choice procedure for deciding the most proper ERP programming among an
arrangement of conceivable options in the market is a multi-criteria basic leadership (also called
as MCDM) issue. The proposed approach profits by the way that QFD concentrates on
conveying an incentive by considering the customer necessities and after that by sending this
data all through the ERP framework choice process. The upsides of the proposed choice structure
can be noted as its capacity to consider both client requests and ERP framework attributes,
connections amongst them, and associations among ERP framework qualities, without requiring

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the implausible freedom presumption as often as possible experienced in before thinks about
tending to ERP framework determination. Fuzzy direct relapse is considered as an option choice
guide for ERP framework choice issues where uncertain connections among framework
parameters exist. Weighted zero–one objective programming (ZOGP), which expects to limit the
weighted total of deviations from the greatest achievable customer fulfillment esteems acquired
utilizing fuzzy direct relapse, is utilized as a methods for deciding the most appropriate ERP
framework elective.
Different techniques utilizing nonlinear programming models and zero– one objective
programming models are additionally proposed for the determination of an appropriate IS. A few
scientists proposed nonlinear zero– one programming models for IS venture determination.
Albeit both of these models enhanced before contemplates by considering interdependencies
characteristic in the IS choice process, the arrangement method is probably going to get
convoluted as the quantity of IS choices and associations among them increment. They likewise
displayed a multi-criteria choice model for IS venture determination which uses nonlinear zero–
one objective programming. Analysts created specialized interdependencies among IS ventures.
The model is changed to a straight blended whole number programming model through a
linearization method.
3.3 Business Opportunities
Other business opportunities associated with the same system are as follows.
 International venture for expansion of hotel chain
 Private lounge and bar chain
 Tourism guide

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Part 4: New Intelligent Portal
Web 4.0 ultra intelligent forms is alluded to as a standout amongst the best business stage
through which the clients and the shoppers will have the capacity to expand their business
effectiveness through increasing upper hands and business income also. Additionally, one might
say that with the assistance of this specific application is not all that much yet a biometric
confirmation however which the importance of a man can be distinguished effortlessly. This as
well as the Web 4.0 Level ultra-intelligent electronic Portal is a propelled operator through
which the clients will be perceived in a significantly less demanding way. This gadget has a
littler reconnaissance camera and facial acknowledgment capacity. Considering the business
foundation of the 5 gathering of resorts it has been characterized that, for securing the web entry
from the outer aggressors, this sort of biometric acknowledgment rather verification of the
customers are especially imperative from the business viewpoint. It will help the company to
increase powerful accomplishment from the commercial center. From the general analysis, it can
be presumed that with the assistance of the data framework the business productivity and the
development model of online specialist organizations gets enhanced exponentially. Likewise,
digger the buyer's loyalty could be improved are additionally represented in this report.
Furthermore, the leaving business operation and functionalities could be reached out, through
ERP framework and web 4.0 level ultra intelligent electronic entries are additionally represented
in this report. The distinction between data framework and data innovation and the route through
which the business proficiency could be expanded with the assistance of data framework are
likewise explained in this report. This as well as the part of brand loyalty and purchasers loyalty
are likewise explained in this report. Through execution of online websites stand useful for any
business association yet at the same time certain issues are additionally related to it hose are

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should have been settled. The courses through which the issues could be settled are delineated in
the suggestions.

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Bibliography
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