WOW~amazing~how impressive~

The Thousand-Hand Guanyin (觀音)--21 of the dancers are complete deaf-mutes




Nice Art~ Bruce Lee~Kung Fu

Top of the World

just want to share~

Session 3: Assignment One Question

Session 3 Question:
This week we talked about Customer Relationship Management (CRM) as a process and as a software application. Based on the CRM concepts learned, answer the following questions:
List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions ?



Answer as below:

(a) By making reservation, we need the following for customer profile:
- Personal Information (Name, Age, Gender, Nationality, ID no.)
-Membership ID and passport no.
-Mailing and e-mail address
-Contact number
-Marital status
-Occupation
-Destination
-Country of residence
-No. of passengers traveling (No. of adults, children and infants)
-Departure date and Return Date and Time (length of the trip)
-Trip Type (Round Trip or One Way)
-Cabin Class (Economy, business, First Class)
-Payments Method (credit card or cash)
-communicate language
-Booking reference
-Meal preference
-Special assistance
-Reservation no. (for on line check in or cancellation)



(b) Using frequent flyer miles:
-earn or redeem miles/points
-Passenger name
-Membership number
-Departure date and return date
-Booking reference
-Miles gained from the booking
-Frequent of flying (year/ month)
-Flying purpose
-Destination
-Cabin class
-Travel history



oneworld frequent flyer programmes (information from Dragonair)
American Airlines AAdvantage
British Airways Executive Club
Finnair Plus
Iberia Plus
Japan Airlines Mileage Bank
LAN - LanPass
Malév Duna Club
Qantas Frequent Flyer
Royal Jordanian Royal Plus

Once customers had provide all their personal information to airlines, it had automatically build up to the CRM system, airlines is able to track all the customers data from CRM system.
When customers book the same airline again, they just have to login their member ID and password to retrieve their own record which can minimize the re-entry procedure.

By checking the record of the customers, it can enhance the efficiently of the staff. In additional, airline can offer hotel packages or car rental by cross-selling, up-selling and product bundling.

Customer can earn the flyer miles after they finished the trip, they can exchange gifts, coupon, get discount or free air ticket, upgrade their class from economy to business etc. This is one of the selling point to retain customer.

(C) Completing a flight:
Questionnaire includes:
-Level of satisfaction of employee
-Level of satisfaction to the flight
-Level of satisfaction of check in service
-Level of satisfaction for on board
-Level of satisfaction of beverage
-Any feedback / comment/ suggestions
-Any complaint
-Any recommend

When customer finished the trips, they can give their feedback by fill in the questionnaire.Airlines can use such information to understand more about customer’s satisfaction and dissatisfaction though the CRM system.

Airlines can target their customer into different segment and so provide better service and business strategy, like promotion and special discount to retain customer long-term relationship in order to gain profitable growth and increase customer satisfaction. Personalized services can provide to customers with next trip as well.

What are the benefits of integrating the sales, marketing and customer support function using a single software package and a centralized database?

Answer as below:

CRM system is a set of integrated tools that help you to manage different aspects of customer interaction. It helps you to manage key business function areas - Sales, Marketing and Customer support.
CRM help to streamline business-customer communication focusing on improving customer satisfaction identify and establish customer relationships, which are most profitable to your business.

Customizable reporting and information database, billing and accounting tools, sales and marketing management tools are just few components that compose a complete CRM system.

The benefits of CRM are as below:
-CRM enables sales force automation. You can supervise tasks, track employee performance, provide timely guidance and appraisals.

-CRM software systems help to track marketing activities, accurately study market trends, identify future prospects, draft effective marketing strategies.

-With CRM systems you can securely store customer data, determine customer preferences, provide one-to-one customer services, improve customer satisfaction and maximize customer retention.

Link for reference:
http://www.wisegeek.com/what-is-crm.htm
http://en.wikipedia.org/wiki/Customer_relationship_management
http://www.avidian.com/crm/how-crm-works.aspx



Dragonair website:
http://www.dragonair.com/da/en_INTL/homepage

Self Check-In Kiosks:
http://www.dragonair.com/da/en_INTL/atairport/kioskdemo

Dragonair promotion:
http://www.dragonair.com/da/en_INTL/offerspromotions/event


Asia Miles
http://www.asiamiles.com/am/en/homepage


Dragonair frequent flyer programme:
http://www.dragonair.com/da/en_INTL/ffp/others

Session 2: Assignment One Question

Session 2 Question:
Scroll down the page and click the "View the Demo" link under the "Inventory and Operations" section.The demo will launch within your web browser. There are 4 tracks in the video. You only need to view Track 1: Introduction and Track 2: Automate the Order-to-Delivery Process.Answer the following questions after viewing the video:
Visit the SAP Small Business web site.

Q1. Which departments within the company are integrated within the Order-to-Delivery process?

Answer as below:
In Track 1: Introduction demo from SAP Business One, Sales and marketing Department, Warehouse and shipping Department, Inventory and Operations are integrated within the Order-to-Delivery process.

Q2. Which steps are included in the Order-to-Delivery process?

Answer as below:
From Track 1: Introduction of the “Inventory and Operation” section, we know that the benefits for SAP Business One and Inventory and Operations are as follow:
1. Automate the order to delivery process
2. Manage inventory in real time
3. Adapt to changing business needs
4. Streamline end to end operations
5. Serve customer faster and better
6. Achieve profitable growth

When Sales Department received the purchase order from key customers, just like the demo, the customer require same day delivery. Then the salesman use SAP Business One to access real time inventory data to confirm the items are in stock.

The Salesman can create the sales order with just a few clicks, e.g. item code and customer account number etc. Once the order is ready, the software automatically alerts the Warehouse Department the order requires same day delivery.

Warehouse representative received the sales order alert from Sales Department. He can easily drill down to see the complete details of the customers, e.g. item order and customer ship to address and more. He quickly assembly the order use the pick and pack feature in SAP Business One. Each of the order assigns a unique serial number for future checking.

Warehouse use the SAP Business One to print the delivery note and packing slip for the shipment.

When the shipment is pick up by the carrier, the software automatically update the order status, so the Salesman knows the package is ship and also e-mail the customer to complete tracking details.

With SAP Business One, you can automatically the order to the process and streamline your entire business operation.

Q3. What factors would you consider when deciding whether ERP is suitable or not for a small business ?

Answer as below:

Enterprise resource planning (ERP) software helps integrate management, staff, and equipment, combining all aspects of the business into one system in order to facilitate every element of the manufacturing process.
Enterprise resource planning (ERP) software helps integrate management, staff, and equipment, combining all aspects of the business into one system in order to facilitate every element of the manufacturing process.

ERP groups traditional company and management functions such as accounting, human resources (HR) manufacturing management, and customer relationship management (CRM) into a coherent whole. Manufacturing management also includes inventory, purchasing, and quality and sales management.

Advantage:
ERP systems aid in the control and communication of business activities, such as
• Efficient handling of order processing and production scheduling
• Produce and access information in a real-time environment
• Management and analyses of business processes within an interactive environment
• Synchronization of departmental activities (e.g., within human resources or finances) with the needs and output from production facilities
• Monitoring, sharing, and tracking of information throughout the organization
• Ensures quicker processing of information and reduces the burden of paperwork.
• Serving the customers efficiently by way of prompt response and follow up.
• Disposing queries immediately and facilitating the payments from customers with ease and well ahead of the stipulated deadline.
• Minimize the mistakes by double entry or duplicated files.
• Ensure proper communication, productivity and efficiency

Disadvantage:
In spite of rendering marvelous services ERP is not free from its own limitations. ERP calls for a voluminous and exorbitant investment of time and money. The amount of cash required would even be looming on the management given the fact that such an outlay is not a guarantee to the said benefits but subject to proper implementation, training and use. In the ever expanding era of information theft ERP is no exception. It is alarming to note the time taken to implement the system in the organization. These means large amounts of workers have to shun their regular labor and undertake training. This not only disturbs the regular functioning of the organization but also runs the organization in the huge risk of losing potential business in that particular period.



Conclusion
We would consider efficiency and costing when deciding whether ERP is suitable for a small business or not. If we do implement the ERP system, somehow it usually requires the business to re-engineer some of its existing business processes. For my opinion, I think it is certainly worth to do so. We've trebled in size without having to hire additional staff members. Thus, the business can be expanding.

ERP is recommended in an organization not only because the advantages outnumber the disadvantages but also by keeping in mind the ways to overcome the disadvantages. An organization has to correctly weigh the advantages and disadvantages of ERP before going for them.

The foremost advantage of an ERP system is bringing down the costs and saving the valuable time. The database not only becomes user friendly but also helps to do away with unwanted ambiguity.

That’s why small business should also enjoy the ERP system.

reference link from YouTude for CRM:

http://www.youtube.com/watch?v=G0Ln4H_deGU&feature=related

Try to upload the pictures~

Hi Jenny,



I am trying to see whether I can capture the picture to the right location or not. (In class now)


Is that my PC have problem? or....just I am so silly don't know how to do it...

I tried at home on 6 Jun 09, it really can't make it...

However I Can Try it out at class~~what happens?????????



Thanks,
Samantha

Name and Student ID

Hi Jenny,

Sorry it is me again, I forgot to provide my name and student ID to you. =_="

Name: So Lai Chong Samantha
Student ID: 10425273

By the way, are you from Singapore?? My ex-boss was came from Singapore~ She is now back to SG and doing a VP there~~

Can you read Chinese?

Cheers,
Samantha

How can I upload the image to the correct places?

Hi Jenny,

I just finish my first assignment, however, I don't know how to upload the image to the correct paragraph, so I just insert all the image to the assignment first...

Could you advice where I can choose the location of the image?

Sorry for my late submission. I will put more effort on it later on.

It is rainy heavily outside~ it is time to sleep now~

See you tomorrow evening. :)

Thanks,
Samantha