Tuesday, April 7, 2020
Case Analysis Kaspersky Lab: from Russia with Anti-Virus Paper Case Analysis Kaspersky Lab: From Russia with Anti-virus Industry Background: Software Security Cybercrime has become a fast growing concern for the 21st century as businesses, institutions and individuals grow into an interconnected web of computer networks. Online business transactions, along with the sharing of personal information, are vulnerable to a host of disasters that can reap economic and social havoc. Some sources say that today, cybercrime costs more than $1. 0 trillion to societyGlobal Industry Analysts, Inc. forecasted the world cyber security market to reach $80 billion by 2017 (Gale, 2011). Chief concerns for this Industry are: Internet-based fraud, sophisticated viruses, illicit network access, and computer network sabotage. Software security includes issues such as accidental disclosures caused by flawed or debugged programs and the active or passive infiltration of computer systems Active infiltration includes activities such as obtaining unauthorized information fusing legitimate system access, gaining access through improper means of obtaining identification, or unauthorized physical access in order to gain access to systems. Passive infiltration includes wiretapping on data communications lines or databases and using concealed devices to transfer data in computers, databases, or data communications lines. (Gale, 2011) Historically, information technology has had only basic security at best and highly vulnerable to attacks. In an effort to ward off cyber threats and capitalize from it, computer security companies began to market a wide range of services and products to prevent sabotage and unauthorized computer use. We will write a custom essay sample on Case Analysis Kaspersky Lab: from Russia with Anti-Virus specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Case Analysis Kaspersky Lab: from Russia with Anti-Virus specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Case Analysis Kaspersky Lab: from Russia with Anti-Virus specifically for you FOR ONLY $16.38 $13.9/page Hire Writer These security applications include virus detection and removal software, firewall support, encryption software, intrusion detection and analysis software, security consulting services, and even devices for user authentication (Gale, 2011). Security software is a high growth market and is so mainly as a result of rapid technological advances in recent years. At the same rate, cybercriminals develop new ways to exploit vulnerable new systems. According to industry analyst Gartner, the global software security market should exceed $16. 5 billion in 2010, up from $14. billion in 2009 (Gale, 2011). Industry leaders: Symantec Corp. Symantec is a giant security software firm founded in 1982 and is now headquartered in Cupertino, California. The company grew as a result of acquiring smaller, niche market software vendors. During the early 90s, Symantec acquired IBMÃ¢â¬â¢s and IntelÃ¢â¬â¢s anti-virus operations along with AXENT TechnologiesÃ¢â¬â¢ risk assessment and intrusion detection products. The emerging Internet market during that time led Symantec to muscle its way for increased market share through a series of acquisitions of rival companies. In 2004, Symantec partnered with Earthlink Inc. , an internet service provider to gain market share by offering online subscription services. Symantec then followed a trail of mergers and acquisitions and reported record revenues in 2009 for $6. 15 billion and was employing 17,100 people. The company offers products and services that protect computer systems from viruses, detect intrusion by unauthorized network users, and allow users to manage their systems remotely. Top selling products include: Norton Antivirus and Norton Utilities suites. (Gale, 2011; Symantec. om, 2011) McAfee Inc. McAfee, another leading software Company, is based out of Santa Clara, California. McAfee started in 1997 under Network Associates. Originally, its anti-virus products were offered as shareware that enabled McAfee to gain key enterprise security systems accounts. In 1998, McAfee. com was created as a dedicated consumer virus detection site. The company aggressively penetrated the intrusion detection m arket in early 2000 with the acquisition of rival companiesÃ¢â¬âfollowing Symantec in a similar path. In only 4 years, the company owned 15. % of the consumer marketÃ¢â¬â45% of total revenue came from consulting and support services. In 2010, McAfee was bought by IBM for $7. 68 billion. The companyÃ¢â¬â¢s product line includes: data protection, email and web security, endpoint protection, mobile security, network security, risk and compliance, Security-as-a-Service (SaaS), and security management. Industry leading products include: McAfee Total Protection for Endpoint, McAfee Network Security Platform and McAfee Enterprise Mobility Management. (Gale, 2011; McAfee. com, 2011) Kaspersky Labs, Inc. Brief Background: Kaspersky Lab, a Russian based private equity company, is EuropeÃ¢â¬â¢s largest software company, providing anti-virus software for individual, corporate and mobile users (Kshetri, 2011). KasperskyÃ¢â¬â¢s product line includes software applications for protecting systems against malware, viruses, worms, Trojans, spyware, adware, and e-mail spam. In addition, KL offers firewall products, consulting, implementation, software development and support services (Kshetri, 2011). Kaspersky is different from its major competitors in that its headquarters borders Moscow; where most of its RD activities are performed. Kaspersky has regional RD offices throughout the U. K. , France, Germany, the Netherlands, Poland, Japan, China, South Korea, Romania and the U. S. (Kshetri, 2011). KL has faced some challenges being that it is from an emerging country. It faced adversary from the beginning as the company started out without any external funding or investment capital. RussiaÃ¢â¬â¢s intellectual property protection laws are weak and law enforcement is inadequate. Companies are not protected against the actions of their employees as confidentiality clauses and non-compete agreements are nonexistent in Russia (Kshetri, 2011). Having a strong foothold in a developing country is not all badin fact, Russia has the worldÃ¢â¬â¢s best software engineers as well as the worldÃ¢â¬â¢s best hackers (Kshetri, 2011). Russia has benefited from heavy investments in engineering and science from the Soviet-era. This has led to the countryÃ¢â¬â¢s large supply of highly skilled technical workers and a culture centered on sophisticated computer hacking. Kaspersky noted: Ã¢â¬Å"There are technical universities in every major city and with one million students graduating every year, and there is a big labor market for software engineers. (Kshetri, 2011) The vast cybercrime landscape throughout Russia and the rest of the world has actually benefited KL by allowing them to leverage the expertise of skilled workers for the development of new applications, allowing them to enter new markets. Cybercrime is what keeps security companies like Kaspersky in business. Fortunately, they have the resources available to keep up with the rapid rise of the cybercrime industry. SWOT Analysis Strengths: 1. Security. Kaspersky security software is technically superior to competitor products. KL capitalizes on open innovation and open source. The company is able to provide more frequent updates than its rivals and is a leader in identifying and responding to threats as early as possible. 2. Highly skilled labor force: Soviet-era tech investments have led to a large supply of highly skilled software engineers. 3. Low turnover rate: KL has various incentives to attract and retain qualified employeesÃ¢â¬âin 2000, KLÃ¢â¬â¢s turnover rate was less than 3%. A 2010 survey conducted by The Boston Business Journal named KL as one of the Best Places to Work in Massachusetts. The company provides employees with stock options and relocation servicesÃ¢â¬ârare in most Russian companies. 4. Largest software company In Europe 5. Direct presence in 40 countries 6. Highly Innovative 7. Strong patent base 8. WorldÃ¢â¬â¢s largest privately-held Internet security company Weaknesses: 1. Lags behind large key rivals 2. Low market share in the U. S. and worldwide share 3. Weak competitive position in business market 4. Short Russian history of free market capitalism 5. Negative country of origin (COO) image this might be a threat as related to Russia rather than KL Opportunities: 1. Strong growth and future potential in content and threat management sector 2. Trend among global technology developersÃ¢â¬â¢ business models based on open innovation and open source. 3. OEMÃ¢â¬â¢s use of KLÃ¢â¬â¢s anti-virus engine 4. Push KLÃ¢â¬â¢s products through retailers with attractive profit margins 5. Focus on consumersÃ¢â¬â¢ willingness to pay extra for high quality security programs 6. Co-branding with well established brands 7. Security software for mobile devices 8. Continued improvements in e-commerce strategy, capabilities and websites Threats: 1. Software piracy 2. Weak IP laws in Russia and developing countries . Strong responses from larger competitors Marketing Strategy: Target Market: Kaspersky LabÃ¢â¬â¢s targets Ã¢â¬Å"savvy,Ã¢â¬ quality conscience consumers who are willing to pay higher prices for the added security The companyÃ¢â¬â¢s secondary target includes the business market. However, the company has a much stronger competitive position in t he consumer market. KL offers marketing and technical support to its retail customers. Positioning: KL positions its products as technologically superior, focusing on innovation and quality that the company leverages to achieve international success (Kshetri, 2011). The company works hard to identify and respond to threats as early as possible, providing frequent updates and building a Ã¢â¬Å"best in classÃ¢â¬ reputation (Kshetri, 2011). Product Strategy: Kaspersky regionalizes its products to meet diverse customer needs, adding notable features to its products. The companyÃ¢â¬â¢s focus is to produce a range of security software rather than strictly anti-virus. With the rise of netbook computers in 2009, KL designed and developed a security product specifically for portable wireless devices. Kaspersky PURE debuted in 2010 and goes beyond its Anti-Virus and Internet Security products in providing the ultimate protection for home networks. KLÃ¢â¬â¢s top consumer products in 2010 were Kaspersky Internet Security and Kaspersky Anti-Virus (Quintura, 2010). Kaspersky offers stripped down versions of its software packages for emerging marketsÃ¢â¬âpart of an effort to help fight piracy in Russia. (HooverÃ¢â¬â¢s, 2011) Building the Kaspersky brand across its entire product line is an integral part of their product strategy. The Kaspersky name and logo are used to demonstrate a clear relationship between the products and the company name. The company undergoes efforts to co-brand with well known brands including AOL in 2006 and Ferrari in 2010. Pricing Strategy: KLÃ¢â¬â¢s high price strategy for the consumer market is reflected in their quality brand image. For retailers and distributors, KL gives higher profit margins compared to other competitors. Distribution: KL has operations in 40 countries and recently spent $2 million in 2010 to expand its operations to India. This move has enabled KL to acquire an additional 1. 2 million customers in India and is striving toward 8 million new users by 2012 (HooverÃ¢â¬â¢s, 2011). In 2010, over 300 million consumers and 200,000 organizations worldwide use KLÃ¢â¬â¢s products (Kshetri, 2011). Kaspersky has capitalized on growth markets in Asia and the Middle East. According to Gartner, KL was the worldÃ¢â¬â¢s third largest vendor of consumer IT security software and fifth largest vendor of Enterprise Endpoint Protection based on 2010 revenues (Fastcompany. com, 2011). In 2006, KL began to penetrate the U. S. market through OEM manufacturers as it was lagging behind major industry players. Kaspersky is able to grow its business through partnerships with other IT and network companies. KL has its anti-virus engine incorporated into the software of large companies including Microsoft, Blue Coat System, Juniper Networks, IBM and Cisco (Hoovers, 2011). Choices available to the company: 1. Gain business segment market share According to a New Report by Global Industry Analysts (GIA), network security makes up the largest segment of cyber security in terms of global market revenue. Traditional desktop anti-virus software is moving farther along the product lifecycle stage. Market players are shifting their product mix away from anti-virus software to software suites that oversee the protection of an entire network. This focus would cater toward corporate clients as they would benefit most from a comprehensive endpoint security suite. The key to future growth is to offer a comprehensive suite that protects an organization form insider threats through applications including: asset management, tracking and recovery, Web filtering, data loss prevention and insider monitoring. (RPWeb, 2011) 2. Penetrate the mobile security software market The rising trend of mobile devices will eventually replace most uses of personal computers. Smartphones are being used by business persons and for personal use more and more each day. The move toward phonesÃ¢â¬â¢ increased data communications, the need for smartphone security technologies becomes apparent. Opportunities in this market segment will be driven by the growing risk associated with personal information stored within smartphones. The rise of downloadable applications is another growth driver for smarphone security software as they are primary sources of malware and other malicious applications. Demand for smartphone security software from the business segment will driven by increasing use of smarphones for corporate communications. One survey states that only 23% of smartphone users have security software enabled which would mean it has good growth potential (SFGate, 2011). Smartphones sales are correlated with the demand for smarphone security software which are said to rapidly rise over the next few years. This market would require technologically advanced information security solutions because of the changing forms of cybercrime. Kaspersky would have the upper hand in this situation as new threats would most likely emerge from Russia. KL has the technical expertise to be number one in mobile security protection softwareÃ¢â¬âif they play it right. Potential Outcomes and Implications: Kaspersky is already at a disadvantage because of its relatively small size compared to top industry leaders like Symantec and McAfee. To gain significant market share in the consumer and business markets, KL will have to go after key accounts once it becomes a publicly traded company. An aggressive move such as this would most likely cause big players to drop prices and campaign that they can do the same for less. Gaining considerable market share in the U. S. will be an uphill battle for KL as they would be contending in an arena of giant players. What the company excels at is developing technological innovations with the expert resources it has. If it maintains its current consumer product strategy with high quality and prices, it might be able to grow steadily with the added help of OEMs. Businesses might gravitate more toward KasperskyÃ¢â¬â¢s quality image since they have much more at stake than an average consumerÃ¢â¬â¢s home network. As of now, the mobile device security market seems like an open playing field with a lot of potential which Kaspersky has the resources needed to capitalize on. Key Decisions/Recommendations: KL should maintain efforts for steady growth in both the consumer and business markets. The company should offer comprehensive software suites and maintain its quality image along with regionalized product marketing strategies. Throughout the next 2 to 3 years, KL will need to direct resources toward developing new innovations in order capitalize on upcoming trends/opportunities. This might possibly open a window for KL to gain considerable market share. To achieve this, the company should focus strongly on mobile security and be ready to deliver when mobile devices dominate the market. They should continue to leverage the hacker playing field by staying abreast of potential upcoming threats for mobile devices. Their goal should be to outperform all competitors in mobile device security and strategically plan stages for product releases. Once the company has gained sufficient awareness in the marketplace, it would be imperative for KL to implement an IPO, which would in turn, allow them to win key accounts in mobile device security (This is okay but the case points out that an IPO would help access the big accounts in the U. S. and the U. K. Especially in many countries with common law as the legal origin, private companies such as Kaspersky Lab KL are perceived as small companies composed of family or close friends as shareholders) . Because a GIA report states that Asia-Pacific is the fastest growing regional market for smartphone security software, KL should focus on this region. This would help the company obtain a significant portion of the forecasted $2. 99 billion that GIA predicts the market will reach by 2017 (SFGate, 2011). Works Cited: Computer Security. Ã¢â¬ Encyclopedia of Emerging Industries. Online Edition. Gale, 2011. Reproduced in Business and Company Resource Center. Farmington Hills, Mich. : Gale Group. 2011. http://galenet. galegroup. com/servlet/BCRC SFGate. com 2011. Global Smartphone Security Software Market to Reach $2. 99 Billion by 2017, According to New Report by Global Industry Analysts, Inc. , April 29, 2011, http://www. sfgate. com/cgi-bin/article. cgi? f=/g/a/2011/04/29 /prweb8354131. DTL Kaspersky Lab: From Russia with Anti-virus. Dr. Nir Kshetri, 2011. Prepared for use in International Marketing class. PRWeb. com 2011. Global Security Market to Reach $80. 02 Billion by 2017, According to New Report by Global Industry Analysts, Inc. , April 05, 2011, http://www. prweb. com/printer/8262390. htm HooverÃ¢â¬â¢s. (2011, July 5). LABORATORIYA KASPERSKOGO ZAO. HooverÃ¢â¬â¢s Company Records-In-Depth Records. Retrieved from LexisNexis Academic database. Quintura 2010. Kaspersky Lab Reaches Record Revenue in 2009, 03. 03. 10, http://blog. quintura. com/2010/03/03/kaspersky-lab-reaches-record-revenue-in-2009/
Posted by Unknown at 1:32 PM
Monday, March 9, 2020
Environmental factors include technology, government, the economy and societal values and behavior. The WritePass Journal
Environmental factors include technology, government, the economy and societal values and behavior. INTRODUCTION Environmental factors include technology, government, the economy and societal values and behavior. INTRODUCTIONCOMPANY OVERVIEWPRE -CHANGE CONDITIONSAREAS TO BE CHANGEDIMPORTANCE OF CHANGEFORCES FOR CHANGEÃ CHALLENGES MAJOR CHANGES IN SYSTEMRESULTS EXPECTED FROM CHANGEIMPACT OF CHANGERECOMMENDATIONSCONCLUSIONÃ Related INTRODUCTION According to Daft (1994), managers sense a need for change when they perceive a performance gap, that is, a disparity between existing and desired levels of performance. It seems a somewhat narrow definition in that it implies that all change is planned and positive and seems to ignore the possibility of unplanned and potentially negative change for example, unexpected budget cuts. This said, most change is planned, is intended to be positive and arises from the need to respond to new challenges and opportunities (Mullins, 1996). Organizational change may be incremental (linear) or radical (discontinuous). It may be a reactive response to external, environmental factors or generated proactively in anticipation of future trends (Hamel, 1998). Both, however, are a response to how an organization perceives its current or future environment. Indeed, one can detect a Darwinian adapt or die thread running though many authors interpretations (Goble, 1997; Hamel, 1998; St Clair, 1996), a concept summed up pithily by Handy (1993, p.291) with change is a necessary condition of survival. Environmental factors include technology, government, the economy and societal values and behavior. For instance, in recent years, LIS have had to adapt to the rapid development of Information and Communications Technology (ICT) and the Labor governments plans for national computer networks in public libraries and schools. As Goble (1997) notes, they also face competition from external providers in an increasingly commercialized information services market where there is rapid price inflation for both printed and electronic sources, adding pressure to already tight budgets. Further, in a service economy, consumers have become more demanding and, lastly, the composition of the workforce is changing, with an ageing population, more women, plus more part-timers and job sharing (Mullins, 1996). In response to, or in anticipation of such factors, organizations may initiate change. This can incorporate both structure (hierarchy and division of work) and culture (how things are done values and norms), and such change may involve, amongst other things, costs, job design, staff development and training, working conditions and new services or products (Cornell, 1996). Implementing such changes is not easy. Likert, in Cornell, (1996) identifies three styles of managing change: authoritative (imposed by management); consultative (discussed with staff but still decided by management) and participative (involving staff in decision- making). Further, Lewins widely cited model breaks the management of change into three phases. First, unfreezing Ã¢â¬â diagnosing problems and an awareness of the need to change. Second, changing Ã¢â¬â the breaking of old habits and adoption of new skills and behaviour and third, refreezing evaluating and consolidating the changes (Daft, 1994; Cava, 1990; Cornell, 1996; Mullins, 1996). Ã COMPANY OVERVIEW NetSol Technologies Inc. is the one of the leading corporations which offers business services and enterprise application solutions in the field of IT all over the world. It provides solutions to the customers according to their specifications. NetSol started its operation in 1995 and used BestShoringÃ¢â ¢ method to analyze the situation, develop high quality plan and implement the plan in a very cost effective manner. NetSol offers products, services, credit and finance portfolio systems, SAP consultancy, health care programs, integration of networks and global financial service at a minimum possible cost all over the world. As NetSol was granted certificate of ISO 9001, its commitment of the quality has been improved. It possesses such unique assets and capabilities which only very few companies possess in the world. Fortune 500, financial sectors, technology providers, automakers, public institutes and governments are included in NetSol customer base. It provides services with highest ethical values and uses its top down approach to impart this facility at the door step of the customer. It is known as expert in the field of IT all over the world with a good record it produces a cost effective solutions for the customers. It delivers services beyond expectations. It became first U.S Company which was dual listed by Nasdaq and Dubai International Financial in June 2008.Recelnty it provides consultancy to operate SAP soft- ware and other additional software to assist customers. All services include follow up training and consultancy to the customers.Ã It is the belief of NetSol to provide excellent solutions not only at present but also in future. It expects growth in the present as well as future and provides state of the art training today to develop leaders of tomorrow. PRE -CHANGE CONDITIONS NetSol was an organization with good reputation in the market and it acquired certificate on the CMML level 3 which was a big achievement for this organization. It had a very strong system and a good control over it but the control level improved. Every activity of the organization before and after the change was recoded and analyzed in proper way. Awareness regarding confidentiality of data has risen in this era. The current trend of change within the organizational culture is getting importance and it is vital for organizations to make changes accordingly. It is very difficult to persuade employees to bring changes because they always resist changes. In changes organization introduce some changes that directly affect on these people. It is the very complex task for the organizations to persuade their employees to accept the change and most of the time organizations receive positive response from them because employees realize the importance of change. NetSol had autocratic culture, tasks were assigned by top level management and bottom level had to follow these tasks according to requirement of the organization and with in the time frame declared by top management. When ISMS system took place it got easier for the employees had to work according to given procedures which were easy so employees got used to the procedures. AREAS TO BE CHANGED As information security management system (ISMS) at NetSol was not strong, it was difficult for NetSol to attract and retain customers. NetSol process that was used previously could not provide the better results that customers expected from the service. Especially its security standards were not up to need of foreign and domestic customers. Foreign customers demanded that NetSol should provide service that guarantees security which meant privacy of information must be protected for corporate customer. NetSol has larger customer base and financial sector accounts for majority of the customers. Therefore, there was extreme need that the financial transactions carried by customers in financial are completely secure. As the world of internet has expanded rapidly and crimes like cyber crime rose to international market so people were very conscious that their data must be protected. NetSol had to embark on providing secure service otherwise, its business would have seen huge decline in customers and eventually revenues. Financial services compete and survive on the promise of their security and reliability, so Net Sol had to take action to be in business and remain competitive. IMPORTANCE OF CHANGE Technological corporations such as NetSol dealing in finance services and information must have strong information security management system (ISMS).Otherwise, it will not be possible for them to attract and develop good customer base. In order to market its products and services it is essential for the NetSol to control the issue of information security because this issue of security in these companies can be matter of survival. ISO 27001:2005 also requires that security of customer information must be given utmost consideration and priority. There is clear procedures for employees how to work in information security management system (ISMS) and clear and straight forward methods useful not only for employees currently employed and working with system but also beneficial for future employees which also reduces the training needs of employee FORCES FOR CHANGE A few of the Factors that compelled NetSol to introduce and implement change are as follows: Fast pace growth in the technology of IT Tough competition observed in this industry Raising the productivity level of corporation because of the increasing demand and integration of information in the system required in this industry, Era of customization, customers are requiring products according to their specification Essential for the NeSol to capture maximum share of the market Assurance of customersÃ¢â¬â¢ information security Ã CHALLENGES Data secrecy, ensuring privacy of client, fool proof security at work place and adjusting new employees in companyÃ¢â¬â¢s working environment were major challenges to the company. CompanyÃ¢â¬â¢s processes previously were not in way to ensure the security of the information. Due to lack of defined processes employees were not trained to meet security standards described by ISO 27001. MAJOR CHANGES IN SYSTEM Initially the company took steps to make changes in its each BPO division. NetSol launched a system known as Information Security Management System (ISMS). It was very reliable system meeting the needs of customer and requirement of rapid change in technology occurring with the passage of time. The initiative to introduce the system was taken in 2007 and approvedÃ by all top manageÃ including the Chief Executive Officer, Managing Director, Chief Financial Officer and directors. The Information Security Management System (ISMS) contains many features such as it is set of policies (how this works and how it manages data, what are the techniques through which you can get better results), procedure (what way you can use it, how efficiently you can handle the data, in what way you can manage the data, how data can easily be accessed and how it can be stored), practices (what are the practical implication of this system, for what type of infrastructure this system has been developed, what is hard ware requirement of the system, what is the software specification of for the system, what type of environment is required to run this type of system, what type of training is required to operate this system), roles (how this system will assist in the organization, how it will add value in the organization), responsibilities (what tasks can be performed with the help of this system, how efficiently they can be performed, how it will facilitate to the employees of the organization), resources (things that are required to run this system, infra structure that is mandatory to run this system smoothly, ways through which this system can give desired results to the organization) and structures (how information flow from one system to other, how securely it flows from one personal computer to other personal computer). These all things are included in the information Security Management System (ISMS) to ameliorate its performance and to protect data of clients. In this system all those functions are included that are required by the customer as well as it is recommended by the International Standard Organization. According to ISO it contains all those functions that mitigate or eliminate the risks related to controlling and using particular information (ISO 27001:2005). This system has been developed according to specification provided by ISO and requirement of current market needs as it is made in accordance with ISO 27001 and fulfills all the required things and applicable in following four parts: Security that is directly related with the hard ware component of computer, security of the person using it even organizations that purchase this system and use it in operating their businesses. Information flowing from one computer to other is protected as well. As control of access to limited people to access it easily there must be a password that allows them to log in this system. RESULTS EXPECTED FROM CHANGE The ultimate purpose of change introduced by NetSol was providing customer better services and timely delivery and by introducing software which was need of the day to provide ultimate security and efficiency. NetSol is committed to designing such software that is useful to increase their productivity and efficiency which would increase profits of the company. Original target of NetSol is to fully implement the International Standard Organization requirements mentioned in ISO27001 so it was their target to achieve as it can get certification from ISO regarding this implementation. This is a very dynamic and rapidly changing industry, so it has to focus on business requirement, what actually its customers wants and how to improve quality of their system as it can give maximum satisfaction to the customer, soÃ all theseÃ areas were targeted to change. The basic target is to achieve those goals in specified and limited time period and also these measure can be taken to evaluate whether company is attaining its target or not. It was their actual target to protect their system from versus and make a fool proof system that is essential to give a best solution to its customer. In order to ensure this facility they must keep employees up to date they can be aware of the security system and can keep an eye on these measures though this system is capable enough to keep data secure. IMPACT OF CHANGE NetSol Technologies introduced Total Quality Management (TQM0 system to deliver the desired results. It implemented pre defined and well defined procedure which the organization has to follow and move towards continuous improvement. It focuses on both professional developments of employees as well as improvement of work environment. Therefore, it has been successful to retain competent professionals in the company and has created such an environment that boosts innovation in products and services. The vision of NetSol Technologies is to be number one IT Solution Company in the mind of customers, employees, stakeholders, partners and competitors. The main focus of the company is to give customers data security assurance which is the first choice of the customers. RECOMMENDATIONS NetSol Technologies must continue the change process in their organization because it provides IT solutions to organizations which have automated information systems and their systems are heavily dependent on technology, so NetSol has to provide them with reliable and secure and sophisticated .NetSol faced difficulty because initially the system the provided and used could not perform according to expectations of customers. The main flaw was observed of that system, it could not provide data secrecy which was a big challenge for NetSol. At last it brought change and terraced out its fault, it brought changes in order to keep system secure and reliable. The main problem of IT technology is that it is volatile, its technology changes rapidly. On every day new and advanced systems and softwares are introduced in the market. It is very hard for the organization to maintain their business in this rapidly changing environment. It changes in both ways not only in hard ware but also in software. New and updated systems have to be introduced to remain competitive and offer customers up-to-date technology for their businesses. On the other hand it is facing some problems regarding the continuous development of new viruses threatening the security of the system. It creates problem for systems and it becomes very difficult to manage system. Though it has terraced out the solution, now its system is providing better results and NetSol capturing its customers but again there is a problem that it can not be the permanent solution because as it is discussed earlier it is rapidly changing industry so NetSol has to be conscious to respond to these i ssues rapidly and effectively to gain customer confidence and has to respond to other market changes accordingly. As NetSol is struggling in this industry so are its competitors due to the volatile nature of this industry. It is vital that NetSol Technologies keep an eye on the rapidly changing environment and design and offer products and service based on requirement of the technology market. Ã CONCLUSIONÃ NetSol Ã improved Ã the qualityÃ of its services, data security, so its management Ã can Ã now better plan the business continuity, incidents are well managed, all kinds of risk and threats are well assessed and managed, and lots of other benefits which are worthy to consider. The change has an impact on the whole services quality. Changed process has helped management better monitor whether services are smooth and secure enough to make customers satisfy customer demand. Now that the quality of services has improved, the fault rate has dramatically reduced and customer satisfaction has risen, customer loyalty has also risen and service quality has improved whilst cost has greatly reduced and return on investment has risen by 30%. Management and organizational change is effective only when the planned change has potential to improve companiesÃ¢â¬â¢ competitiveness in the market and bring more success to the organization and help tackle challenges that organization is faced with. The organization should keep monitoring current situations and make changes only if it is felt necessary, as change in organization is a complex decision and has direct impact on the image of the organization. NetSol survived the toughest competition and challenges because change was properly planned and managed.
Posted by Unknown at 4:48 AM
Friday, February 21, 2020
Social Media - Difference between traditional measures of success - Assignment Example Social media measures allow businesses to know how viral a product is within a given market. A tool that Zappos could use to measure social media success is NPS (Net Promoter Scores). NPS notes how probable users are to suggest a product to peers and family members. With NPS, Zappos can catch both the customer service element of social and potential for making their services and products go viral (Gibs, 2015). Currently, Zappos has a very high NPS because of its popular customer service. The exceptionality of NPS and the capacity to access it from numerous consolidated research works makes it a strong alternative for social media labeling analytics. Zappos can also use ABM (Agent-Based Modelling) since it has already established excellent customer service (Gibs, 2015). Customer service always requires internet connectivity between Zappos and its customers. However, with ABM, Zappos can monitor and measure their customersÃ¢â¬â¢ behavior while offline. Monitoring marketing and branding includes questioning a businessÃ¢â¬â¢ ability to keep on developing and innovating. For example, monitoring oversees an enterpriseÃ¢â¬â¢s ability to introduce new commodities in the market, increase product value for customers, and better operating competences (Gibs, 2015). On the other hand, measuring includes determining brand favorability and devotion by customers instead of net sales evaluated through appraisals. For instance, controlled experimentation determines contributions of social media to customer relationship and loyalty, which enables the brand to identify efficiencies and correct errors more
Posted by Unknown at 7:12 PM
Wednesday, February 5, 2020
Discribe the structure and function to the relevant organ system as the day progresses - Essay Example In the morning, blood flow to the small intestine will be increased to transport the absorbed nutrients to the liver and then to the rest of the body. Excess glucose will be stored in the liver, muscle cells and adipose tissue. During the walk to work, the cardiovascular system will respond by increasing the heart rate to source oxygen and glucose to the muscle cells. If the nature of the work requires a lot of physical activities, the cardiovascular system will respond in the same way. However, the heart rate will reduce during rest periods (Daniels, 2012, p. 244). In the afternoon, the cardiovascular system will respond to the food intake by supplying more blood to the small intestine to facilitate absorption of nutrients. Excess amino acids will be broken down in the liver and the wastes transported to the kidney for excretion while the rest will be transported to the cells which require them. During the snack after lunch, more fluid will be absorbed in the colon and kidneys to replace fluids lost during the day. In the evening, the cardiovascular system will respond to the exercise training and walk by increasing blood flow to the muscle cells. Increased supply replenishes the lost water and electrolytes in the muscles, thus preventing rapid muscle fatigue. During supper, the blood supply will be concentrated on the digestive tract to facilitate absorption of nutrients from the small intestine and water from the colon. The digestive system also plays an important role during the day. Its main function is to break down complex food particles to simpler forms that can be easily absorbed in the body. In the morning, blood glucose levels are low due to the night spent without food intake. As a result, the stomach will send signals to the brain to stimulate hunger. After the food has been ingested, digestion will take place, and the body will absorb the glucose from the breakfast meal to be used as a source of energy for
Posted by Unknown at 12:00 PM
Tuesday, January 28, 2020
A Competitive And Strategic Corporate Analysis Marketing Essay Introduction The airline industry is one of the most difficult business sectors where competition has proven to be extremely difficult among the many different competing airline services available around the world. Many airline services in the past have experienced disastrous business cycle, timeliness and overcapacity issues. Moreover, the different airline services also complain of their experienced difficulty in differentiating themselves from competition. These airline services also maintain such high-risk profiles because of such high expectations from their customers (Wirt, Heracleous Pangarkar, 2007). Singapore Airlines, one of the strongest and famous airline service providers, remains to be one of the most profitable airline companies in the world today. Several reasons can be attributed to the huge success that Singapore Airlines enjoys today. One is its strong brand management strategies driven mainly by its excellent line-up of top-management and boardroom employees. Singapore Airlines is composed of many dedicated and professional employees both in its front and back-end office who serve as the drivers of its solid brand strategy (Roll, M. 2010). Singapore Airlines is truly a global and diversified organization unified by one aim of delivering excellent quality and service to its customers. What separates this airline from other airline service companies is its heavy investment in building and maintaining its solid brand equity. The Singapore Airlines brand is known for its consistency in delivering its primary message to its consumers which is Singapore Airlines- A great way to fly coupled with its dedicated and honest delivery of that communication message to its consumers (Roll, M. 2010). The brand strategy of the Singapore Airlines is centered on its world-class in-flight experience: the warmth and hospitality of the Singapore Girl, its excellent service and its focus on the customer. Whereas other competing airline services also tried to pursue the path that Singapore Airlines has taken, no other airline has matched Singapore Airlines in terms of its honest commitment and consistency in delivering its brand promise to its consumers (Roll, M. 2010). As a result, the Singapore Airlines brand managed to deliver excellent financial results through its three-fold strategy: a.) Avoiding knee-jerk reactionary behaviors on any price changes and consistently deliver the brand benefits in order to maintain a high revenue b.) Cut down the costs by pursuing ownership of the best yet most cost-efficient aircrafts and properly responding to increases in fuel prices and c.) Remaining true to the brand in terms of consistency in delivering service to drive up profits (Roll, M. 2010). Background This report-based paper on the Competitive and Strategic Corporate Analysis of the Singapore Airlines aims to evaluate the Singapore Airlines actual application of the various analytical and planning tools in Strategic Management. This paper will also discuss the overall strategic posture of Singapore Airlines at the corporate level, that is, whether it is pursuing a global strategy, multi-domestic strategy, international strategy or transnational strategy. Also, this paper will also evaluate whether the companys management structure and philosophy is aligned with its overall strategic posture. Finally, this paper will come up with a list of recommendations with regard to the companys strategic focus. Several recommendations will be presented in order for the company to improve and maintain its competitive position. In order to achieve these objectives, the author of this paper will gather certain company documents such as its annual report in order to evaluate Singapore Airlines current financial position. Then the current growth efforts and focus of the company will be carefully looked into as well, that is, whether the company initiated some organizational and cultural changes in the past decade as part of its growth strategies. Major Sections A. To which extent does the annual report or other company documentation reflect the implicit or explicitÃ application of analytical and planning tools from the discipline ofÃ strategic management? The 2009 Annual Report of Singapore Airlines reflected the overall financial performance of the company from the year 2008-2009. The financial report indicated a total of $1,062 million net profit which, based on the report, could have been higher and better if not for the global economic crisis that caused the airline to underperform financially on the last quarter of 2009 (SIA Annual Report 2008/09, 2010). Nevertheless, despite these financial challenges that the company experienced in the latter part of 2009, Singapore Airlines still continued to consistently deliver excellent products and services. It managed to build new lie-flat seats in the Business Class section which were designed for medium-haul and regional routes. It also managed to install iPod connectivity in some of its aircrafts (SIA Annual Report 2008/09, 2010). Moreover, the company remained its high focus on cost management to keep its balance sheet strongly stable. But instead of cutting costs when it comes to people development and management efforts, it kept investing on building and improving its internal infrastructures and systems as well as in developing and training its people (SIA Annual Report 2008/09, 2010). To a large extent, the annual report of the Singapore Airlines for 2009 explicitly reflected the various analytical and planning strategic management tools that the company utilized in order to achieve its organizational goals. For one, Singapore Airlines managed to analyze its own strengths and weaknesses vis-Ã -vis its competitors and the top management keenly identified which value chain elements are important for the company and which ones are dispensable (Rigby, D. 2009). Despite the financial challenges the company experienced in 2009 such as the fuel price increases brought about by the economic crisis, the company remained true to its prudent fuel hedging strategy. As a result, the company incurred huge losses which the company regained immediately by implementing strict measures in cost management (SIA Annual Report 2008/09, 2010). Nevertheless, the company continued its focus on executing dynamic pricing strategies, providing more value-added promotions and packages which are still designed to earn the loyalty and trust of their customers. All these efforts, being at the core of the strategic management tools Singapore Airlines utilized, is what maintained the strong position of the company in the year 2009. B. Would you encourage the company to focus on growth efforts on emerging markets bearing in mind her organizaton culture and the changes that have occurred in the industry in the last decade? Yes. Singapore Airlines must redirect its growth efforts on emerging markets as it is already an established airline service brand, known around the world for its world-class products and services. In fact, today, this is the strategic route that Singapore Airlines must already be taking. According to Ng, M. (2010), the emerging markets in Asia, for instance, are expected to increase in terms of travel growth in the year 2010. There is a continuously growing opportunity for low-cost airline service brands to tap the increasing demand of emerging Asian markets for low-cost carriers. Given this demand, this is also an opportunity for Singapore Airlines to tap the travel opportunities of the emerging Asian market. In the past five years, the trend is increasingly shifting to practicability in travelling rather than luxury. In fact, the emerging markets need and demand is not really a luxurious means of travelling but more on a practical one, i.e., moving from one destination to another. At most, the needs of the consumers from the emerging markets are safety and comfort that is at par with other high-cost carriers. In tapping this huge number of consumers from the emerging market, Singapore Airlines can introduce its very first low-cost carrier carrying its brand name and its excellent service minus some consumer perks. C. How would you describe the companys strategic posture at the corporate level? Is it pursuing a global strategy, a multi-domestic strategy, an international strategy, or a transnational strategy? Based on the definition provided by Zwass, V. (1998) on what transnational strategy means, an organization which applies transnational strategy is focused both on its domestic/local and the global strategies. The strategies in the local or domestic level are directly tied in or in line with the overall global strategies of the entire organization. An organization which utilizes transnational strategy applies an integration of its global business activities with its domestic or local activities. Currently, the Singapore Airlines is not only focusing its efforts on its global strategies, specifically its vital strategies in maintaining its position in the international scene, but also in its local strategies. Furthermore, Singapore Airlines is also considered a transnational organization because of its consistent adaptation to various environmental and economic situations and its capitalization in knowledge and value-added information (Zwass, V. 1998). Singapore Airlines also entered into several strategic alliances with its suppliers, customers and some business partners like for instance, iPod connectivity which was recently installed in some airbuses of Singapore Airlines. This strategic partnership resulted to value-added services and additional competencies which served as the companys competitive edge versus its competitors. D. Does the companys management structure and philosophy aligned with her overall strategic posture? Singapore Airlines management structure and philosophy are closely aligned with the companys overall strategic posture. As defined by Zwass, V. (1998), transnational strategy is a specific management approach wherein the global business activities of the company are integrated with the domestic strategies. This management approach is applied through maintaining an interdependence and close cooperation with partners, subsidiaries and customers. Moreover, a transnational organization is highly collaborating with other independent, potential partner firms in order to deliver certain services and products in the market. This is what Singapore Airlines is continually trying to achieve when it comes to providing value-adding products and services into the market. For instance, Singapore Airlines is a partner of Star Alliance Network, in order to deliver certain perks and benefits to certain customers which availed of that service. Any Star Alliance Gold Member who rode in Singapore Airlines, will be granted a priority passage, priority waitlisting, priority check-in and boarding, priority airport standby and extra baggage allowance (Singapore Airlines, 2010). The different strategic alliances that the company engages in and the overall management structure that Singapore Airlines currently has is one proof that it is a certified transnational organization that is directly in line with achieving its corporate philosophy. E. Make specific recommendations for the company either to maintain her position or improve her positionÃ without undermining the environmental changes and her competitive position. Singapore Airlines must maintain its current strategic posture, that is, its application of transnational strategies because that is the primary reason for its top position and market leadership in the airline industry. What separates Singapore Airlines from other directly competing airline companies is its responsiveness both in the international or global pressures and the demands of the local and domestic market. In order to improve its current position however, Singapore Airlines must continue to improve its current management structure and make it more flexible so that the facilitation and passing on of critical information from one unit to another is smooth-flowing. Also, Singapore Airlines must focus and redirect its growth efforts into eyeing and looking into other market expansion opportunities which provide them the opportunity to expand not only internationally but also domestically. One possible source of market expansion for Singapore Airlines is the increasing travel growth demand in emerging Asian markets. For the past years, Singapore Airlines has been focusing on tapping international markets in Europe but today, it must redirect its efforts into tapping other emerging markets which demand low-cost carriers. Conclusion Singapore Airlines remains to be one of the strongest and most profitable airline service providers in the world today because of a number of reasons. One is its strong brand management strategies mainly driven by its dedicated and professional employees both in its front and back-end office. Another reason is because of the companys unique management structure that is in line with the achievement of its corporate philosophy which is service excellence and consumer focus. The third and possibly the main reason for the companys huge success is its application of the transnational strategy. Defined as the specific management approach wherein the global business activities of the company are integrated with the domestic strategies, Singapore Airlines has so successfully utilized this strategy in order to gain strategic prominence in the airline industry. Because of Singapore Airlines application of this specific management approach, it gained a strong network of alliances and cooperative network of alliances from among various types partner firms, subsidiaries, and even suppliers. As a result of Singapore Airlines openness for collaboration and partnership with other independent firms and suppliers, it was able to successfully deliver certain services and products which became value-adding for their own customers. Merely responding to the needs of the global market is not enough to achieve strategic success and prominence today, without the aid and support of other independent firms and subsidiaries and forming strategic alliances with them, Singapore Airlines could not possibly make it as a truly global leader in the airline industry. Recommendations In order to retain the strong global position and market leadership of Singapore Airlines, the company must fully embrace its application of the transnational strategies. The fact that Singapore Airlines is a transnational organization was the primary reason for its top position and market leadership in the airline industry. Being the transnational organization that Singapore Airlines is now, it gave the company a broader strategic and competitive advantage compared to other directly competing airline service provider that is why it must retain and improve further its application of this specific management approach and strategy. First, Singapore Airlines must continue to improve its current management structure and transform it into a full-blown transnational organization consisting of flexible units/departments and subsidiaries in order to allow a smoother facilitation of critical information which is important for a company occupying the top position. Second, Singapore Airlines must focus and redirect its growth efforts into tapping other market opportunities not only internationally but also domestically. One possible source of this market expansion is the increasing travel growth demand in emerging Asian markets whose demand is centered on practicality over luxury travelling. In order to broaden its existing market, Singapore Airlines must offer low-cost carriers which would cater specifically to the growing and fast-emerging Asian market of travelers.
Posted by Unknown at 8:20 AM
Monday, January 20, 2020
Congestive Heart Failure (CHF) is defined as a clinical syndrome in which the heart fails to propel blood forward normally, resulting in congestion in the pulmonary and/or systemic circulation and diminished blood flow to the tissues due to reduced cardiac output. (Berkow, M.D.) The result is that the heart does not pump enough blood to meet the bodyÃ¢â¬â¢s needs. CHF can be caused by a variety of conditions that affect the heart such as: diseases or substances that weaken the heart muscle such as heart attacks, infections, or toxins; diseases that cause stiffening of the heart muscle such as hemochromatosis, amyloidosis, coronary artery disease, and long term hypertension; and diseases that increase the oxygen demand by the body tissue beyond the capability of the heart to deliver oxygen-rich blood as in hyperthyroidism or anemia. (Kulick, M.D., and Shiel Jr., M.D.) CHF can affect many different organs including the heart, lungs, liver, intestines, and subcutaneous tissues. Sy mptoms of CHF are widely varied but may include fatigue, edema especially of the ankles and legs, shortness of breath with minimal exertion, and inability to lay flat due to reduced respiratory capacity. Increased urination may occur, especially at night, and due to accumulations of fluid in the liver and intestines nausea, abdominal pain and decreased appetite may result. (Kulick, M.D., and Shiel Jr., M.D.) Although CHF is an equal opportunity disease, there are some differences noted between men and women, one of which is that women tend to develop CHF later in life than men. Women more frequently develop diastolic heart failure rather than systolic. Women often suffer more noticeable shortness of breath and swelling of the ankles than do men, and in g... ...eases- Clinical Modification. 9th Rev., 6th Ed. 1. USA: Ingenix, 2010. Print. Ingenix, Inc., Staff. "Challenges for Coding Heart Failure." Advance for Health Information Professionals. 22 May 2007: n. page. Web. 20 Nov. 2011. Kulick, M.D., F.A.C.C., F.S.C.A.I., D.L., and W.C. Shiel Jr., M.D., F.A.C.P., F.A.C.R., eds. MedicineNet.com. N.p., n.d. Web. 20 Nov 2011. . Starling, M.D., Randall C. The Cleveland Clinic Guide to Heart Failure. New York, NY: Kaplan, 2009. Print. unknown, . "Need to query for acute CHF lessened, thanks to new Coding Clinic." HC Pro. N.p., 30 Oct 2008. Web. 20 Nov 2011. .
Posted by Unknown at 4:44 AM
Sunday, January 12, 2020
Maxis Berhad is a leading telecommunication company in Malaysia with more than 11.4 million mobile subscribers, Maxis has been providing a full suite of services on multiple platforms to fulfill the telecommunication needs of individual consumers, SMEs and large corporations in Malaysia. Other than that, Maxis Berhad is offering on postpaid services under the Maxis brand and via prepaid formast under the Hotlink. It uses the dialling prefix identifier of Ã¢â¬Å"012Ã¢â¬ , Ã¢â¬Å"014Ã¢â¬ and Ã¢â¬Å"017Ã¢â¬ . The uses of different brands are to support each other by synergy value. It helps Maxis Berhad to maintain and develop prepaid businesses while keep on maintaining their growth in postpaid field. Maxis Berhad is the first telecommunication company who build up integrated communication service and launched 4G LTE which is the highest internet speed in Malaysia. Besides that, Maxis Berhad is a trendy company that brings in iPhone, BlackBerry and Samsung Galaxy to the local mar ket compare to the other telecommunication companies, it helps local users to catch up their technology knowledge with other countries. In addition, Maxis Berhad is having customer service center throughout the countries, which provides conveniences to the customers for paying bills, signing up, and reporting problems. Customers are now able to reach Maxis service representatives via telephone, web and social media platforms. Maxis Berhad had significant growth and strong track record of bringing innovation and excellent customer service. Maxis Call Centre was awarded the Ã¢â¬ËBest of the BestÃ¢â¬â¢ honor at the 2012 Customer Relationship Management and Contact Centre (CCAM) Annual Awards. They are the only service provider that awards scholarships to children of their own postpaid customers. Maxis Berhad had awarded as MalaysiaÃ¢â¬â¢s Top Ten Companies: Ranked 1 Ã¢â¬â AsiaÃ¢â¬â¢s 200 Most Admired Companies, The Wall Street Journal Asia in 2006. Morten Lundal was appointed as a Director of Maxis on 1 October 2013. Maxis Berhad currently is streamlining its organisational structure into four business areas, each with its respective head in order to strengthen their core business areas for future growth. The first area, enterprise solutions, it manages the companyÃ¢â¬â¢s enterprise, government and SME business. For the second area is about consumer business. It is responsible for the end-to-end management of all mobile and fixed business for the consumer segment. Sales and service, the third area, focuses on customer service and channel andÃ supply chain management while the fourth, digital services, oversees the development of MaxisÃ¢â¬â¢ innovative digital media and cloud-based services including mobile apps. The four business areas will be supported in their day-to-day operations by the information services, network, finance, human resources, corporate affairs, regulatory & government affairs and legal divisions. In telecommunication industry, there are many companies to choose with, but finally our group end up with Maxis Berhad because we found that it is perform better when compared to its competitors. The primary reason that we choose Maxis Berhad as our company is due to Maxis Berhad has maintained their leadership among the telecommunication companies. They have approximately 13 million of customer during the year end 2013. They were also the first company that launched 4G LTE which is the highest internet speed in Malaysia. They always seek for new ideas and innovations by putting a lot of effort and capital on the R&D investment. Next, Maxis Berhad has achieves many awards and recognitions throughout its operations period. There are two awards we have to emphasize here due to these achievements have truly lead them to be more well known. Maxis Berhad has won the prestigious 2011 Global Telecoms Business Innovation Award for the Missed SMS Notification service in the Wireless Network Infrastructure Innovation, SMS network innovation category. Maxis is the first in the world to provide this service in partnership with Acision. Besides, Maxis Berhad has received the award, Ã¢â¬Å"AsiaÃ¢â¬â¢s Best Employer Brand Award at the second AsiaÃ¢â¬â¢s Best Employer Brand Awards year 2011Ã¢â¬ which was hosted by the Employer Branding Institute of Singapore. It succeeds in creating a culture of contribution and innovation at work and its belief in consistent improvements in Human Resources policies. Maxis was also recognised for its role in developing future leader. Part 2: Types of e-commerce used Electric commerce is commonly known as e-commerce, and it is defined as the exchange of goods, services, and money through electronic mediation using Internet technology. There are seven types of e-commerce we learnt, which are business to consumer (B2C), business to business (B2B), consumer to consumer (C2C), consumer to business (C2B), government to business (G2B), government to government (G2G), and government to consumer (G2C). First and foremost, one of the types of e-commerce used by the Maxis Berhad is the business to consumer (B2C) e-commerce. Based on the research made, there is a 80% of the internet user has looked for the goods and services to purchase in the internet, however, only 30% of them has really purchased the goods the services online as they may worry about the security system of the online payment. This trend has been observed by the Maxis Berhad and thus, the company has made a strategic decision to have collaboration with the PayPal, a popular online payment platform, to ensure that their consumers (customers) can easily and safely shop online. This will provide the convenience to their customers as the collaboration between the Maxis Berhad and the Paypal will simplify the process of the online shopping today which require the customers to repeatedly fill in payment card and contact details for each transaction or merchant. The customers can enjoy the speed of the online payment with the Maxis-PayPal account. They just need to log in with their Maxis PayPal credentials as well as their phone number to make the payment and the payment option is available online and in all major smartphone platforms, such as iPhone, Android and Blueberry. The most important thing is the customers do not need to worry about their financial details such as credit card number will be exposed to others as the process of the payment is highly secure. Besides, the business to business (B2B) e-commerce is used by the Maxis Berhad. Maxis Berhad offer an online business partnership application to those who are interested in on their main website, https://www.maxis.com.my/en/about-maxis/partnerships/business-partnership.html. On the website, the company show the brief introduction of their business partner, job description and partnership criteria to make the internet users more familiar with the business partnership which the company looks for. There are 3 types of select partners that the company desires, which are application solution provider, content provider as well as system integrator. Furthermore, the types of alliance displayed on the website are technology partners, device and hardware partners, and the consulting partners. As the appliers has been successfully selected, Maxis Berhad will collaborate with the selected business partner (applier) to create a variety of mobile services for the applierÃ¢â¬â¢s enterprise. Moreover, the collaborationÃ will generate repeatable and market-impacting mobility solutions for the selected business partners, within selected industries. There are also some benefits that the selected business partner will gain such as the leverage on the MaxisÃ¢â¬â¢s strong branding, leverage on MaxisÃ¢â¬â¢s global communications alliances, leverage on MaxisÃ¢â¬â¢s communications technology expertise & technology roadmap and so on. Part 3: Identify of the Information System The Information System is explained by the BusinessDictionary.com as a combination of hardware, software, data, telecommunications and trained personnel organized to facilitate planning, control, coordination and decision making in an organization. According to Valacich and Schneider (2014), Information System allows an organization to be more productive and profitable. It also helps the organization to gain competitive advantage towards the competitor in the industry. Most importantly is reaching out to more customers and improve the organization service to their customers. Maxis Berhad as one of the main organizations in Malaysia telecommunications industry, its business nature will generate a huge amount of transactions, each of the transaction contains a specified subscriberÃ¢â¬â¢s activity such as phone calls, SMS and data roaming. Maxis Berhad has to use the various information system to help its organization to deal with their customers correctly. 1) Transaction Processing System While any transaction occurs by the subscriber, Maxis Berhad is recording those transactions and encoded into various format. The recorded transactions is called Call Data Records (CDR). The CDRs could be encoded by various formats and protocols, for examples ASN.1, XML and CSV. To allow MaxisÃ¢â¬â¢s Transaction processing system to function, first those encoded transaction data will be separated into batches and periodically transfer to the position where this system can process it. The Transaction Processing System is arranged and grouped into batches and periodically to check all the new transactions data batch. The TPS uses standard network protocols to transfer the CDR batch file to the TPS. TPS is responsible in ensuring the integrity of each file transferred, ensuring that no IP network errors renders the file corruption. Other than that, it also ensures theÃ transaction data are not corrupt and not process more than once. After the error checking complete, those subscriberÃ¢â¬â¢s transaction data will back up in a long term memory for future use. Some Governments require that a record of every transaction need to be stored infinitely in its raw format. Once the Maxis Transaction Processing System gathers the batch of transaction data, it will decode the data into human readable format. Followed by, enhances the information within the transaction data regarding the subscriberÃ¢â¬â¢s activity and have a duplicate checking. After all the transaction has been processed, it will load into a particular datastore. The decoded CDR batches are then checked for duplicate records. While the intermediate processing on the CDR batches have completed, the CDR will loaded into the specific data store, the Transaction Processing System will summarize the important detail of the CDR and ready to present those details to the Maxis management in order for Maxis management to assess the performance of Maxis Berhad. Lastly, the Transaction Processing System enables Maxis Berhad to present its company performance through the annual report to the shareholder regarding the daily operation. 2) Management Information System According to BusinessDictionary.com, Managing Information System (MIS) is refers to an organized method to understand the information needs of an organizationÃ¢â¬â¢s management at every level in making operational, tactical, and strategic decisions. This system objective is to design and implement procedures, processes, and routines that provide suitably detailed reports in an accurate, consistent, and timely manner. In management information system, modern, computerized systems continuously gather relevant data, both from inside and outside an organization. This data is then processed, integrated, and stored in a centralized database (or data warehouse) where it is constantly updated and made available to all who have the authority to access it, in a form that suits their purpose. Managing Information System (MIS) is one of the commonly used information system by Maxis to verify the customers, recover pending bills, and distribute the bills to their customers. The information prov ided by MIS enable managers to plan and control the different strategies of Maxis in order to make better decision for the business. The purpose of MIS is to meet information needs for decision-making of all the managers in Maxis. The next objectives of MIS isÃ provide and set strategies and goals. Those processed data received will be used for different purposes in Maxis. Computer based MIS helps Maxis to gather process and information efficiently. Maxis using the concept of information technology to improve their overall performance and working capacity. Normally MIS is used by Maxis to process their data and present the output in different types of reports used at regular intervals. Different level of managers of Maxis is using the information to recognize the purpose of the organization, its policies, programs, plans and goals. Maxis mainly focus in Customer Verification, Recovery and Bill Distribution. Without using MIS, Maxis will face problems to check the status of customer verification, recovery or bill distributed to the customer. While using the concept of MIS, Maxis can easily determine the status and situation stated above. By developing TAT (Time Allocation Table) in MIS, the MIS executive gives predefine time to each customer verification executive to complete the case. The TAT will complete the verification case by showing the case, assigned executive, date of case allocated to executive and date limit. By using such TAT, the MIS executive or manager is able to check the status of performance of verification easily. In conclusion, MIS is one of the effective systems for collecting and managing the data for Maxis. The development of MIS for organization enables Maxis to find several types of report like pendency at executive level, pendency at agency level, the overall performance of Maxis in an effective way. 3) Electronic Commerce system According to Valacich and Schneider (2014), Electronic Commerce is defined as the exchange of goods, service and money among firms and their customers, and between customers, supported by communication technologies such as the Internet. From the previous study given, the business to customer e-commerce system (B2C) is used by Maxis Berhad. Maxis Berhad has made a world first strategic collaboration with the PayPal, the the worldÃ¢â¬â¢s leading online payment solution provider to provide their customer a better and efficient online service. With a Maxis PayPal account, the customers can carry out the online payment faster and conveniently. They did not need to go to the Maxis store/department purposely to set off the payment, but instead, they just need to log in with their Maxis PayPal credentials orÃ their phone number to make the payment and this changes will provide the convenience and save the time of the customers. Besides, there are major smartphone platforms where the payment option is available, such as as iPhone, Android and Blueberry. Furthermore, the customers do not need to have the security concerns about the system and their financial details such as credit card number will be protected under the system as the process of the payment is highly secure. Morever, the business to business e-commerce system (B2B) is also implemented by the Maxis Berhad to Ã¢â¬ËcommunicateÃ¢â¬â¢ with the potential partner. Maxis Berhad has created their own website and in the website, there is a webpage of online business partnership application which is used to attract the potential partner. The potential partner (webpage viewer) can get the enough information and details about the partnership in the webpage through the B2B system, thus, it will make them to be more confident in doing the business with the Maxis Berhad. Part 4: S W O T Analysis Strength (a) Quality of Internal and External Communications A good information system must be supported by electronic data communication network systems which are the extranet and intranet. With the proper application of intranet and extranet for their company communication management, both inside and outside party of the company especially among the staffs, customers and suppliers can exchange information more effectively and efficiently. By now, Maxis is no longer relied on papers, telephone and faxes to further convey their information to the public. (b) Quality of Planning Planning is an essential process for every business. Maxis use Management Information System (MIS) which is a computer systems used for data managing to make searching, analysing data and spring information easier. MIS are widely used by Maxis to analyse and facilitate strategic and operational activities to generate information to improve efficiency and effectiveness of decision making. (c) Quality Control and Supervision Maxis with the Transaction Processing System (TPS) and Management Information System (MIS) are built and maintained properly in their management, the activities within the business environment are constantly monitored. This is because monitoring is certainly an impact on improving control over every procedure and activities occurring within the company. By this, Maxis is able to reduce the loss of information and keep a better record of the management. (d) Quality and Responsiveness of the CompetitorsÃ¢â¬â¢ Condition Aspect of business intelligence is very important since a long time with a variety of formats and needs. Maxis in order to reach the point of rapid and appropriate response on the dynamics of the competition, they rely on the Management Information System (MIS) to require, collect, analyze and compile the information needed by decision makers in the company. With the help of information system, Maxis is able to grow and remain competitive in the telecommunication industry. (e) CustomersÃ¢â¬â¢ Satisfaction Maxis able to easily detect the activities and behaviour of their customers with the help of Transaction Processing System. Besides, Transaction Processing System (TPI) will speed up the process so that, the time required to serve a customer can be faster. This not only helps to improve the effectiveness and efficiency in operation but also increases their customersÃ¢â¬â¢ satisfaction of their services. Weaknesses (a) High Maintenance Fees Information Systems such as Transactional Processing System (TPS) and Management Information System (MIS) need a high cost to maintain its operation from day to day as the company need to hire maintenance team for the maintenance to run the system smoothly. Maxis Berhad has to hire employees or technical who can accurately maintain the operation of computers, company website, and other Information Systems as well. It means that Maxis Berhad has a huge budget on the wages and maintenance fees. For example, the organisation has to hire expert technical with high wage to monitor the systems and repair it when it is broke down. This would lead to the increasing of the labour cost and directly increase the company expenses. (b) Lack of internal securities control Information outflow is one of the serious problems faced by Maxis Berhad. CustomersÃ¢â¬â¢ information is the top priority needed to secure for the telecommunication company. Maxis Berhad has approximately 13 million of customer during the year end 2013. For example, the outflow of confidential information of Management Information System (MIS) will cause the competitors to gain competitive advantages over Maxis and directly lead to the loss of the profit. The existing of the information outflow for Maxis Berhad are when their database system attacked by the outsider or taken from the inside employees. It is because the price for the information is very high. Besides, this is a very strong weapon for the competitors. (c) Unstable Services of the Information System Maxis Berhad has launched 4G LTE, which is the highest internet speed in Malaysia. However, Maxis Berhad has received some complaints from the customers about its 4G and 3G services. Even though the quality of Maxis service has been deemed to excellent in Malaysia, but, the services is yet to be enough stable to reach the customers expectation. The network service of Maxis often drops to edge, and sometimes is very slow and even has no connection. The 3G service still has not fully cover in the Malaysia and for the new 4G service; it only covers for the few particular place. Besides, information system may not be always function perfectly. It may cause by system break down, operations interruptions and so on. (d) Poor customer services Although the distribution of the Maxis outlet is very wide and available in many places, but, not all the Maxis outlet is able to provide the sufficient customer service. For example, some of the Maxis centre is only able to let customer make the payment and deal with some small case, and customers need to travel to urban areas to get further services. For example, the small Maxis firm is unable to help the customer if the customer has loss his simcard and want and get back the number, he might need to go to the Maxis centre in order to get this service. The most important thing is the customer even need to pay for the services. Opportunities (a) Increasing Visibility to Outsider By using the e-commerce system, the message regarding to the sales can beÃ transmitted to the public by Maxis Berhad more effectively compared to the other communication companies. In that case, the customers can get the latest sales information of Maxis Berhad all the time through their website, those users able to get most accurate data whenever they need. E-commerce system offers different ways to present data. Therefore, Maxis Berhad is more user-friendly when it adding more features to their website. (b) Decision Making of Investment Decision making of investing Maxis Berhad can be made through the reports provided by the Managing Information System (MIS) of Maxis Berhad. Decision supported with faultless information combined with the intelligence of the companyÃ¢â¬â¢s directors can lead to unexpected opportunities. Maxis Berhad provides their financial report to the public, so their potential investor will make decision whether to invest Maxis Berhad. (c) Speed time-to-market for new products B2C e-commerce of Maxis can introduce their new telecommunication plans more efficient in the market. When Maxis publishes their plans online, it is faster for the information to reach their customers in the market because it eliminated the time consuming processes such as printing and distributing the hard copies, flyers, leaflet and brochures to the customers. In order to compete with other potential competitors like DiGI and Celcom, Maxis have to be first letting the information of their products reach the customers. This way can lead them to have competitive advantage. (d) Focus on Market Segment Using Managing Information Systems (MIS) enable Maxis Berhad to analyse specified market, and narrow the target market in the telecommunication industry. This Managing Information Systems help organization to analyse consumersÃ¢â¬â¢ buying behaviour so that Maxis Berhad can efficiently advertising and marketing their business plans to the target market. (e) Lower procurement and distribution costs When there is a direct online interaction between Maxis and its customers, so this company able to understand the market better. The formation ofÃ relationship with the customers will lead to subscribe services or purchase electronic devices from Maxis directly. As a result Maxis can get rid of the middleman; it will result in reduction in cost. At the same time, customer of Maxis will be beneficial from the reasonable price. Threats (a) Strong Competitors In telecommunication industries, there are a lot of other strong competitors such as DiGi, U-Mobile, Celcom and so on. Strong competitor is one of the threats that almost all firms will experienced. Strong competitors will offer much more benefits to the consumers which might influence MaxisÃ¢â¬â¢ customer choices. This will cause Maxis to suffer loss on their sales and customer. For example, consumers will prefer a lower cost telecommunication network in order to save more expenses. (b) Malicious Emails Electronic messages enable easy communications between Maxis and their customers in B2C e-commerce but most of the electronic messages today cannot be easily trusted. This is because most of the emails were sent by anonymous and they might attach some phishing links in the messages. With an accidently click of the phishing link will lead MaxisÃ¢â¬â¢ computer software defects bugs which will automatically infect computers without further action. (c) Identity Theft and Internet Frauds The bigger the size of the organizations and the more advance information systems used, therefore Maxis will expose to more risk regarding the frauds on the Internet. For example, Maxis will face loss of important information if they fall into the trap of identity theft that uses false credentials to obtain information, services and credit while Maxis using Transaction Processing System (TPS). When TPS is processing the transaction data, the data might be alter and be stole in the process of encoding and decoding. Leak out of important information will give a big impact to Maxis as they might lose the competitive advantages in the telecommunication industry. (d) Blended Attacks Blended attack happens when the criminals use multiple methods to beat even the best security in order to get the confidential information of a company.Ã Since the competitive advantages are so strong in the telecommunication industry, the hackers might hack into the Managing Information System (MIS) to obtain MaxisÃ¢â¬â¢ various confidential reports, Maxis will be the next victim to be hacked as the criminals leak their companyÃ¢â¬â¢s confidential information to the competitors. Maxis will face losses of their confidential information which might affect the companyÃ¢â¬â¢s future performance and shareholdersÃ¢â¬â¢ confidence in their company. (e) Delivery Risk Business to Customer (B2C) as one of the e-commerce using by Maxis. While having online businesses, Maxis facing a very important issue which is how this company deliver the electronic devices. Company must be very careful in choosing the delivery methods to ensure the product reach the customer in time and no damage should be found or to minimize the damages that can be caused. For example, when Maxis deliver handphone device like Apple or Samsung to the customers, they have to ensure the deliver cost be minimized including the damages that might happen in the process of delivery. Part 5: Recommendation Weakness (a) High Maintenance Fees In the telecommunication services market, it is hard to reduce the production costs to set lower price in order to pay for the maintenances fees and compete with the others competitors such as Digi, Celcom, and U-mobile. Maxis Berhad may concentrate to focus on the product innovation and product features in order to fulfill the customer needs. For example, the launched of the 4G LTE services have huge increases in their profit. Besides, Maxis Berhad can apply for funds, discount or allowance from the government to minimize their maintenance fees. (b) Lack of internal securities control Maxis Berhad need to always update and improve their securities system in order to prevent attacked by the hackers and viruses. Maxis Berhad can hire security agencies to monitor and protect their system all the time. Besides, Maxis Berhad has to strengthen internal control policies, processes and procedures as well as monitor their employees which are responsible for the customerÃ¢â¬â¢s information to prevent information outflow. The information ofÃ the customer needed to fully secure to protect the companyÃ¢â¬â¢s image. (c) Unstable Services of the Information System Maxis has to concern about the unstable services. Most importantly, Maxis must spend for the regular upgrade and maintenance for the unstable services although the cost is very high. Besides, 3G and 4G services available place should be expanded in order to get more customers who stay at rural areas. It is because nowadays the 3G and 4G is very important, customers tend connect to internet wherever and whenever by using the services, so, the stability of 3G and 4G will be the important criteria for customers in choosing the telecommunication service. With a better 3G and 4G services and wider coverage, Maxis will have the competence to compete with the strong competitors, for example P1 wimax is a competitor of Maxis who offers cheaper packages. (d) Poor customer services Customer service plays an important role in the business especially in the telecommunication industry, with good customer service, itÃ¢â¬â¢s able to retain the existing customers and attract more potential customers to subscribe the Maxis services. Maxis has to make the Maxis centre become one-stop service in order to facilitate the customers and make them to be more satisfied with the Maxis service. Besides, Maxis has to promote their services and offer free services to the customer in order to attract more customers and improve companyÃ¢â¬â¢s image. Threats (a) Strong Competitors The business nature of Maxis Berhad is oligopoly competition, which is a type of market form in which the industry (telecommunication) is dominated by a small number of sellers. Competitive relationship between the Maxis berhad and other companies is strong. Therefore, the Maxis Berhad have to aware of the actions of others and make the most suitable decision based on the decision of other company. Thus, we will recommend that the Maxis Berhad could implement the market research and analysis system to investigate their competitors as well as deploy the job costing system to control and minimize the cost of production, and indirectly, they could adjust and lower their pricing in order to gain the competitive advantage. (b) Malicious Emails The other threat is the malicious emails. In this case, we would recommend that the Maxis Berhad could create their own unique symbol or signature on the email they sent to the customers in the B2C ecommerce transaction in order to differentiate it with the malicious emails. (c) Identity Theft and Internet Frauds The identity thief and internet fraud is also one of the threats the Maxis Berhad faces. In our opinion, the company could deploy the information security management system (ISMS) to provide an additional protection on the company information to make it secure. (d) Blended Attacks The other threat is the blended attack. In order to manage the blended attack, we will recommend that the Maxis Berhad should master the urge network administrators to make it more vigilant about patch management, employ server software to detect the malware and keep updating and using the firewall products. (e) Delivery Risk The delivery risk is also a threat the Maxis Berhad needs to concern about. In our opinion, the Maxis Berhad should implement the service delivery risk management (SDRM) to enable the Maxis having a better understanding on their client profitability, cost and revenue drivers, and exception management and governance process. Part 6: Conclusion In the beginning, our group decide to choose Maxis Berhad based the companyÃ¢â¬â¢s performance and its achievement. From the part of the type of e-commerce used by Maxis, our group found that there are two type of it which is business to consumer (B2C) and business to business (B2B). There are three type of information system used by Maxis which is transaction processing system (TPS), process all the routine transactions in the business which is necessary and able to track consumer behaviour at the same time; Managing Information System (MIS), system that produce detailed information to help manage the firm; electronic commerce system (ECS), system enable customers to buy goods and service from Maxis. From SWOT analysis above we recognise the strength part include Quality of Internal and External Communications,Ã Quality of Planning, Quality Control and Supervision, Quality and Responsiveness of the CompetitorsÃ¢â¬â¢ Condition and CustomersÃ¢â¬â¢ Satisfaction. As the weakness part of the information system brings to Maxis which is High Maintenance Fees, Lack of internal securities control, and Unstable Services of the Information System and Poor customer services. The opportunities are Increasing Visibility to Outsider, Decision Making of Investment, Speed time-to-market for new products, Focus on Market Segment and Lower procurement and distribution costs. In addition, there are also five threats of the information system assist Maxis which Strong Competition, Malicious Emails, Identity Theft and Internet Frauds, Blended Attacks and Delivery Risk. Reference Artem Evgenovich Babenko, h. (2014). E-commerce Systems. ITSource. It-source.net., from http://it-source.net/en/E-commerce/ Khurana,. (2014). Is Ecommerce Right for Your Business? 36 Pros and Cons. About., from http://ecommerce.about.com/od/eCommerce-Basics/tp/Advantages-And-Disadvantages-Of-Ecommerce.htm MalaysianWireless,. (2011). Maxis won AsiaÃ ¢Ã¢â ¬Ã¢â ¢s Best Employer Brand Award., from http://www.malaysianwireless.com/2011/08/maxis-asias-best-employer-brand-award/ Role of Management Information System in Telecom Agency. (2012). International Journal Of Computer Applications & Information Technology, 1(1). Themalaysianinsider.com,. (2014). Maxis streamlines organisation structure into four areas Ã¢â¬â The Malaysian Insider., from http://www.themalaysianinsider.com/business/article/maxis-streamlines-organisation-structure-into-four-areas TRANSACTION PROCESSING SYSTEMS,. (2014). PROS AND CONS., from http://transactionprocessingsystem.weebly.com/pros-and-cons.html Valacic h, J., Schneider, C., & Jessup, L. (2010). Information systems today. Upper Saddle River, N.J.: Prentice Hall. Winksite.mobi,. (2014). Maxis Wins Best In Consumer Innovation Award | Happenings | eNEWS July. from http://winksite.mobi/xhtml/ms_fo_pg_v?fid=34148&id=24628&susid=39495&s=1&s2=1
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