Question 1:

1. Operation Support Systems (OSS) is a program design to enable communication

service provider to help monitor and keep track, manage, evaluate, analysis, control of
a telephone or computer network. OSS is used by service designer, network planners,
architects, engineering etc... OSS is used in to improve business to operate effectively
and efficiently. It is mostly used in lower level managers on the operation of internal
data.

Example: Telekom PNG customer car agent use OSS program to monitor and keep
track, and control their users form any quarries and issues regarding Telkom PNG
product and services

2. Management Information Systems (MIS), is a computer based informative systems

consist of hardware and software, which help organisation to process data into
information. MIS is important for organisation to communicate within the
departments, because MIS helps to process information that can be communicate
within the organisation.

For example: BSP using MIS software to process the data of its customers into
valuable information that can be used by mangers to communicate with its sector or
department.

3. Information System activities – Information system activity is an activity of

information system, where data and system are interrelated or correlated, so
information and data can be collected, store, distributed to support the decision
making. Information system activities leads to organisation solving problems, find
problems, create new product etc.….For example Digicel PNG using information
system to take data and turn it into information ant transform that information into
organisational knowledge.

4. Business Re-engineering Process – basically BPR is a business management strategy

used in rethinking on how organisation (employees and the employers) restructure
their organisation. To restructure organisation, organisations must analysed and
design the overall process of the business by redesigning or transformation of
organisation. Example: Kina Bank Utilizing BPR strategy to rethink and restructure
their operational activities, so Kina Bank can be competitive in the banking industry.

5. Database management system (DMS) – basically DMS is a software for creating,

storing, maintain and accessing the data base files. Their various type of data base and
records of excessing does data base file. The software of DBM plays an important
role for organisation to maintain, create, store, and maintain data and having accesses
to does data. Thus, organisation can keep record, be innovative and solve problem in
organisation because of DMS software.

Example: RH Group of company CRMS technologies such as marketing automation

and sale force automation, lead management automation and Human Resources
Management (HRM) automation to gain business intelligent and strategies to be
competitive against other competitors.

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 6. Traditional File Processing –Tradition files processing or system in early stage, where
file system of computerizing the manual way of filing. In the traditional filing system
the used of storage device such as hard dick or floppy disk where used. For example,
in early stage government departments in PNG, were using traditional filings
processing, to keep records of their data and information through tradition file
processing of manual way of filling and then to Hard disk and floppy disk.

7. Network topologies - basically network topologies is the connection of two or more

network which are connected together to share information, data and other resources.
Their two types of topologies, 1. Geographical area covered and 2. Architectural. In
geographical area consist of WAN, LAN and MAN, while as for architecture, bus,
tree, star, ring, mash and hybrid. For example: UPNG computer lab, through LAN is
connected with the Lab admin to monitor data and information from the users
(student).

8. Online transaction processing systems (OLTP) is a software programs capable for

supporting and managing the transection – oriented application. OLTP database
systems are known for their used in entry order of goods and services, the financial
transactions of the organisation, customer relationship management (relationship
between organisation and the customers) and retail sales through the Internet.
Examples: Bank South Pacific and its customers using OLTP software on online
banking transection.

9. Enterprise collaboration systems – Enterprise Collaboration System (ECS),

information system is used in different form of information technology to help the
people to work together in the organisation. The main aim of an ECS is to use the
information technology to enhance productivity and creativity in organization.
Example: Ford Motors employees using tools such as videoconferencing to
communicate with each other from different location to save cost or through e-mail
for timing purpose.

10. Customer Relationship Management (CRM) is a technology that is used by

organisation to interact with its customers to get feedback on information or data
about certain products and service of the organisation. For example Coco cola PNG
using Customer Relationship Management to interact with is customers through
marketing to get feedback on information on certain products.

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Question 2 (1 page)
Information Communication Technology (ICT) plays an important role in business operation
for business to achieve its strategic operation that in line with its vision, mission and goals. In
ever business operation there are transection process evolves every day. Although the
transaction is complex, with the information communication technology it makes it easier for
business to carry out its transection without making thing harder. From the business function
from input to output of raw material to the communication and interaction between the
various business department from manufacture, Sales & Marketing, Finances to Human
Resource, ICT plays an important role to make things run effectively and efficiently at the
same time help business to reduce cost of operation. ICT systems allow your business to
store, process, analyze and share vast amounts of data. The information available from
corporate data enables managers and employees to make decisions quickly and accurately so
that they can manage operations effectively and respond rapidly to business opportunities or
threats. Communication networks also enable decision-makers in different locations to work
together easily when they need to take joint decisions. (Linton, 2018). ICT allow business to
work with data that is reliable, allowing decision making by managers and employees to
make decision quickly and accurately based on data and information provided by ICT.
ICT allows business to have competitive advantage over other business, through increased of
productivity, improved of customer services, Greater and virtual collaboration and improve
of financial performance. Below is brief explanation with examples that illustrate the
involvement of ICT in business.
Using ICT tools and Hardware, business can improve productivity and reduced cost. Today
many big corporate organization relies on ICT tools and Hardware for productivity (for
product manufacturing). For example, many big corporate organization, such as Toyota and
Ford Motors relies on ICT solution such Computer design software, which help them design
and manufacture new bran of cars that involved less employees and less time.
ICT allow business to respond quickly and efficiently to their customer. For example, Digicel
PNG have competitive advantage over B Mobil PNG, because their customer service agents
have access to database that provide information to its customers, that helps in their quires
regarding use of products and services of Digicel PNG. Thus, it give greater satisfaction to
the customers, which in return make Digicel PNG to be competitive over B Mobile PNG.
The use of ICT in virtual communication, enable managers and employees to communicate
using communication tools such as videoconferencing or web conferencing to communicate
with customers, suppliers, stakeholders and others. Thus, it help make things simple and
build strong relationship. For Example, BSP managers holding meeting by using video
conferencing to communicate with its shareholders different location.
The main aim of business is to make profit. Thus, ICT can ensure business have a healthy
financial situation, through cost reduction, increase in revenue and improve in profit. For
example, BSP using videoconferencing to communicate with its shareholder in order to
reduce cost of traveling.

Thus, ICT is important for business to have a competitive advantage over other business.
ICT ensure business to operate effectively and efficiently and at the same time reduce the
cost of the business operation.

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Question 3
According to Investopedia Social networking is the use of Internet-based social media sites to
stay connected with friends, family, colleagues, customers, or clients. Basically social get
people together through use of some form of medium. It helps people to connect with each
other to share thoughts, interest and activities regarding business issues or any other social
issues.
Before I explain the impact of social network and social media to the business and society,
firstly we have to differentiate between social network and social media. In simple terms,
Social Media is a platform or avenue where people share information and communicate with
others, where a social network is how you use social media to communicate with other
The impact of social media and social network can be positive and negative to business and
society. The role social network and social media play as an avenue for business and society
it can be positive, for instant, company using social network platform to market their product.
Hence, Social network and social media can play an important role in business and society,
has it brings people together who share common interest, by shearing ideas, thoughts, interest
etc.…
Here I will highlight some points that emphasize on the positive (advantage) and negative
(disadvantage) of social network and social media impact on business and society.
a) Positive of social network and social media in business and society.
 Social network and social media can play an important part in business, where
companies can use this avenue to market their product and services to the wider
group. It helps business to connect with their customers, increase brand awareness and
boost the sale of the business.
 Social network and social medial help people to find job, through job market on social
medial platform. People can advertised their brand, skills accomplishment and
experience.
 Social network and social media can be positive to society as it helps people to make
friend, share information, help speed up communication, helps people find common
ground etc.
 Social network and social media can help business and society keep up with current
global trend

b) Negative of social network and social media on business and society.

 One of the major negative of social network and social media on business and society
is the publishing of fake news, to lead people to believe that the news is true, instead
it is published for the purpose of personal gain. For instant, companies and
individuals published fake information on social media platform on based on
products/ services, news etc.… to lead blindly and also to rewind other company
brand or product/services.
 Social network and social media platform can be used by individuals to discriminate
others that might lead to death or low self-esteem.
Above are some of the few points that I can think of that social network and social media can
play and have an impact on businesses and the society. Weather it is positive or negative, in
modern era of digital age, social network and social media plays an important role that
influence business and society to make decisions that will have an impact.

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Question 4:
(a) Data is important to business organisation, because data helps mangers from various
levels of management and departments to make decision based on facts. While
information allows organisation to present data in way that management will interpret
it. As for business intelligent system it is important for organisation to analyse and
visualise business data and to manage it, so organisations can identify key important
development taken place. The business intelligent tools give organisation competitive
advantage over their competitors. According to Jessica Greene, Knowledge
management is a system that helps people in an organization share, access, and
update business knowledge and information is important to business organisation,
because management uses these techniques to capture, share and use the information
given to achieve objective of the organisation and to aid in the decision making
analytic information.

All of each are summarised in the Examples of financial intuition: financial institution
needs data to understand their customers, developed new products and services,
predict risk in the market. For instant data provided information for bank about a
particular customer detail/account on transection taken place in the bank. This data of
the customer are presented and interpreted by an employee of the bank to give out
information, on the transection taken place. The transection taken place are analysed
and visualized by the bank as a business intelligent system, so it can be used to
identify issues and create new ways to be competitive, by this the information of the
transaction are used with specific system to allow that particular bank to share the
transection information.

b) The use of data, information technology, and people business organisation can
achieve success. The use of data is important in the success of an organisation in
archiving business success, because data are important to give out information that are
accurate, less cost (cost effective), easy accessible, and less time consuming. The data
helps organisation to do business effectively and efficiently, because data are
available as information, for decision making.

Information technology (IT) is important for organisation as it play an important role

to help organisation to operate successfully without big issues. Information
Technology is important because it help organisation to reduce time, make their
product interesting to the customers, reduce cost etc.… Information Technology is
important and benefits the business world by enable organizations to work more
efficiently and effectively to maximize productivity (increase productivity) of input
and out output.

Finally people are the most important assets in the organisation to achieve business
success. People in the organisation are the one to execute the strategies, the plan, the
function and process of the, based on the organisation target vision, mission,
objectives and goals. Thus, through the use of data, information technology and
people, business organisation can achieve business success, because they provide
avenues or platforms for business to function and be successfully in the operation of
the business.

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 c) How RH Group Company in Papua New Guinea (PNG), can gain business
intelligence through the implementation of a Customer Relationship Management
System (CRMS). RH Group of Company can gain business intelligent through the use
of Customer Relationship Management System. RH group can use CRMS
technologies such as marketing automation and sale force automation, lead
management automation and Human Resources Management (HRM) automation to
gain business intelligent and strategies to be competitive against other competitors.
For instant RH Group can use marketing automation and sales to automate online
marketing campaigns and sales activities to both increase revenue and maximize
efficiency of operation of the company. Lead management technology can be used in
sales department, which sales can be track through CRM, enabling sales team to tract
data on sales forecast. RH Group HRM department can use CRM to help track
employee information, such as contract information, performance reviews and
benefits for the employees in the company. This can help RH Group human resource
department to more effectively in manage their employees. Hence RH group of
company can gain business intelligent by using this CRMS technology to be
competitive and an advantage over its rival competitors in its industry.

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Question 5: (5 Marks) Case study Refer to the case study 4 on the page number 74 in
chapter one of the recommended textbook and answer the following case study
questions. Case study title “IT Leaders: Reinventing IT as a Strategic business Partner.”
1. What are the business and political challenges that are likely to occur as a result of the
transformation of IT from a support activity to a partner role? Use examples from the
case to illustrate your answer.

The transformation of Information Technology (IT) from a support role to a partner

role can be challenging to business and politics in the organisation, because creativity
apply technology to efficiently produce goods at the lower cost. The challenges face
to minimize cost, to be creative, changing traditional work pattern, development along
with advancement ant to be profitable in business. These constrain, become a
dilemma for CIO to try to find solution for their IT employees to integrate as a partner
role to business. For example Hinkle expects its IT team to be equally versed in
business processes, which why every IT staffer spends minimum three days in the
field every year, working in a store, a warehouse, or a department such as finance or
payroll. “That way, they know what the business really needs and how to help,” he
says. “You don’t have a supply chain system or financial system that works in a box
or a point-of sale system that just takes money. When you expect your IT to be vest in
business support role then there is challenge in place in terms of the business
operation and political interest.

2. What implications does this shift in the strategic outlook of IT have for traditional IT
workers and for the educational institutions that train them? How does this change the
emphasis on? What knowledge and skills the IT person of the future should have?

The strategically shift form the Information Technology (IT) outlooks meant that, in
today world IT has become an important part of business operation. For business to be
competitive in the market it need IT to play an important role. Traditionally it was
base on it views and not broad but with the changes and shift in how various
organisations do business in terms of interrelating with IT to have a competitive
advantage over their rival competitors and be more profitable in the industry as seen
the importance of organisation to have an IT workers that have broader knowledge on
the type of products and service it work with.

For instant in case study Hinkle expects its IT team to be equally versed in business
processes, which why every IT staffer spends minimum three days in the field every
year, working in a store, a warehouse, or a department such as finance or payroll.
“That way, they know what the business really needs and how to help.

This meant IT is important and educational institutions that train should, educated to
multi skilful, (must have knowledge on marketing, sales fiancé etc...) So that the IT
workers can broader knowledge when the working in field.

3. To what extent do you agree with the idea that technology is embedded in just about
everything a company does? Provide examples, other than those included in the case,
of recent product introductions that could not have been possible without heavy
reliance on IT.

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 In modern age companies need technology to operate and be competitive. Technology
is important in in every company, because without proper technology there will be
issues affecting companies and you’ll see company become bankrupt. For
organisation to be competitive in terms using technology to design product, be
innovative or gaining information through data gain (using technology tools) is a must
for company to be competitive in today technological age.

For example, you will see Coco Cola PNG using IT technician to us certain
technology to design its Coco Cola product to make it more attractable to its
consumer. The designing on the Coco Cola cannot be possible but with the
involvement of right technology and IT workers it became possible. Thus, technology
is embedded in just about everything a company does

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