ABC Company Scenario
At ABC Company, the current methods of managing operations are becoming inefficient as the business grows. Tracking is done using spreadsheets to record sales calls and a paper address book to hold customer information. There is a lack of formal systems to control and manage the operations of the organization. Even with a limited budget, it is essential to implement solutions that would make operations easy.
Improvement needed in ABC Company requires decisions at three managerial levels of operation: operational, managerial, and strategic. To begin with, the strategic level at ABC may involve the implementation of customer relationship management (CRM) and supply chain management (SCM) (Wang, 2022). While CRM would improve customer contact and retention, SCM would provide better management of suppliers and inventory control. It will affect the future growth and operational efficiency of the company.
At the managerial level, decisions will revolve around activities relating to performance evaluation and streamlining of values of suppliers, which is highly important. What ABC is doing presently is not uniform across all the departments, making this process ineffective. A system that monitors the different performances of suppliers over periods is necessary (Osei et al., 2023). It would provide a manager at every level with a better decision-making process for managing supplier relationships and lowering costs.
On the operational level, ABC faces day-to-day challenges in tracking orders and managing the customer base. This is complex and increases the risks associated with manual processes, thus slowing down response times (Dwivedi et al., 2021). Automating them would enhance order accuracy and improve customer satisfaction since response times would be improved.
Moreover, implementing a Management Support System could help ABC Company make better and more timely decisions. It would automate data collection and analysis on how customers interact with the company, items in inventory, and supplier performance. Also, changes in operations can be made faster based on current data rather than outdated spreadsheets or manual processes. Therefore, MSS enhances coordination by departments for better decision-making in line with current needs.
References
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59(102168), 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168.
Osei, M. B., Papadopoulos, T., Acquaye, A., & Stamati, T. (2023). Improving sustainable supply chain performance through organisational culture: A competing values framework approach. Journal of Purchasing and Supply Management, 29(2), 100821. https://doi.org/10.1016/j.pursup.2023.100821.
Wang, Y. (2022). Supply chain management and customer relationship management: How technovation empower their integration. In The Palgrave Handbook of Supply Chain Management (pp. 1–27). Springer International Publishing.
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Assignment Content
Review the ABC Company Scenario. You will consult this fictional scenario throughout the course.
The following scenario will be used throughout this course. ABC Company is fictional, and any resemblance to a real company is coincidental.
- ABC Company Scenario
- You have been hired by ABC Company, a small start-up electronics manufacturing company, which has been in business for 3 years and has fewer than 50 employees. The company has a few suppliers and two primary distribution channels to reach their current customer base of about 200 customers. The CEO is concerned that they currently have no way to manage their supply chain, customer outreach/retention, and company processes, which so far is informal and varies by department. The company currently uses spreadsheets to track sales calls and a paper address book to keep customer information. The CEO has asked you to recommend systems that will help ABC get control of their operations, even though their budget is limited, and they may have to prioritize the order of implementation.
Imagine you’re working as a manager at the company. Review the details in the scenario and think of an example of a business decision made at the 3 different levels (operational, managerial, and strategic).
ABC Company Scenario
Write a 275- to 350-word summary in which you:
- Describe 1 typical decision per managerial level (strategic, managerial, and operational level) the company must make to better control operations.
- Explain how a MSS would help the company make these decisions in a timelier fashion.
Cite references to support your assignment. Include a separate written sheet of references in APA format.
Format citations according to APA guidelines. Use a minimum of 3 references.
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