ITM 102 Lecture Notes - Lecture 2: Customer Relationship Management, Birds Eye View, Customer Service

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 102
• Professor: Franklyn Prescod

Document Summary

Enterprise social networking helps abb innovate and grow. Business processes: flows of material, information, knowledge, examples of functional business processes. Automating steps that were manual: enabling entirely new processes. Systems for different management groups: transaction processing systems. Perform and record daily routine transactions necessary to conduct business. Allow managers to monitor status or operations and relations with external environment. Serve predefined, structured goals and decision making. Organizations: new systems help plan international manage its human resources. Old outdated and decentralized system causing much of the work to be done manually: organization. Plan international did not have a way to track the skills people bring when they are hired: technology. Plan international must shift through data on all its 10,000 aid workers in 70 countries to determine which people have the following experience and skills: Examples: with the new technology plan international staff can identify and dispatch relief workers to disaster areas within hours.