Information System for Managers-NMIMS Solution
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Q1: PantMax Retail, through its subsidiaries, operates approximately 1000 departmental stores pan India. These stores hold a variety of merchandise including adult and children apparel, cosmetics, accessories, home furnishing etc. The management feels in order to increase their sales, PantMax needs to tailor its merchandise more to the local tastes, colors, sizes, brands which should be according to the sales pattern in each of the PantMax stores. For example, the stores in Mumbai might stock clothing in smaller sizes and brighter colors than those in Chennai, or the stores in Delhi may stock more makeup shades to attract trendier shoppers. How will information systems help PantMax implement this new strategy? Is this a suitable choice for the management to implement? (10 Marks)
Q2: The goal of service companies is to develop services that attract, keep customers satisfied, loyal and speak well of them. They use information and communication technology to get closer to the customer, create long-term relationships, and gain more knowledge from and about the customers to serve them better. As a major element of business strategy, firms are embracing CRM, because technological applications permit precise segmentation, profiling and targeting of customers. To deal with competitive pressures a customer-centric culture is required. The airline industry is no exception to this. Give an example of how an airline company has successfully implemented CRM to increase their profits and keep customers happy. (10 Marks)
Q3: In June 2017, a new cyber virus spread from Ukraine to wreak havoc around the globe, crippling thousands of computers. FedEx Corp, package delivery company, said its fiscal 2018 results would be hurt due to disruption of operations following a cyber-attack last month. It is still experiencing widespread service delays following the attack. It was unable to estimate when services at the unit would be fully restored. It experienced loss of revenue due to decreased volumes, incremental costs from contingency plans and remediation of affected systems. Share prices of FedEx dropped after this incident.
a) What are the different forms of system attacks? What steps should FedEx follow to handle a virus attack of such magnitude? (5 Marks)
b) What is a Business Continuity Plan (BCP)? Should cyber security be a part of the BCP? What lessons should FedEx learn from this incident? (5 Marks)
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