Wayne Huizenga Graduate School
Of Business & Entrepreneurship
Assignment for Course: ISM 5150 – IS Strategy and Data Management.
Submitted to: Dr. Carlton Cunningham
Submitted by: Ambar De Los Santos Corporan Jason Lukis Jireh Labarca Rahila Dholakia
Date of Submission: January 13, 2016
Title of Assignment: CISCO Preliminary Case Analysis.
CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas of words, whether quoted directly or paraphrased. I also certify that this paper was prepared by
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* Product Service and Customer satisfaction – Service. Cisco was supposed to comply with contractual commitments for parts availability and repair times, while dispatching thousands of spare parts and technician visits daily. While the volume of service activities were increasing, Cisco couldn’t maintain high levels of customer satisfaction and operational efficiency. Customers were not receiving what they needed at the moment. Offering this service out of time was affecting the quality and speed of the product service process.
* B2B Integration – Operations and Technology. In the late 1990s, Cisco began to create automated data links and processes between Cisco enterprise resource planning and Cisco channel partners. The initial idea was a sales portal on the Cisco.com Website, but this website was only serving 50% of Cisco channel partners. The portal was affecting the speed and quality of the process and was not adequate to meet the needs of the largest partners, who had to spend two to three hours of data entry to place large orders.
2. For each specific problem, Identify the solutions developed or proposed in the case, to address the specific problem, business activity/process, and functional area
* High volume of information – Inbound Logistics. The Cisco B2B Operations group took the initiative to shift from manual
Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the
Doug Allred was Vice President of Customer Advocacy organization of the Cisco’s corporation. This organization was erected to consolidated all functions that directly touched the customer but sales to provide high-quality customer service. Since August 2001, the IT market turned down and brought severe challenges to Cisco as the company had to lay off 18% of its employees and reorganized its structure, transforming from decentralized organizational structure with three business units to centralized organization. However, these changes stabilized the volatile situation of the economy but threatened Cisco’s customer focus, a
CERTIFICATE OF AUTHORSHIP: I certify that I am the author. I have cited all sources from which I used data, ideas, or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.
Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas, or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for the purpose of this assignment.
Define the Problem: Describe the type of case and what problem(s) or issue(s) should be the focus for
CERTIFICATE OF ORIGINALITY: I certify that the attached paper is my original work and has not previously been submitted by me or anyone else for any class. I further declare I have cited all sources from which I used language, ideas, and information, whether quoted verbatim or paraphrased, and that any assistance of any kind, which I received while producing this paper, has been acknowledged in the References section. I have obtained written permission from the copyright holder for any trademarked material, logos, or images from the Internet or other sources. I further agree that my name typed on the line
Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas, words, either quoted directly or paraphrased. I also certify that this paper was prepared by me especially for this course.
1) Complete summary of the case study that identifies the key problems and issues, provides background information, relevant facts, the solution employed, and the results achieved.
The reason 2013 intangible assets make up more of the total assets compared to 2013 intangible assets is due to the NDS acquisition that occurred in 2013
CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.
1a. How did Cisco find itself in trouble with regard to its intended IT prior to Brad Boston's arrival?
1. Study the networked supply chain concept as implemented by Cisco. What are its strengths and weaknesses?
I certify that I am the author of this work and that any assistance I received
1. Cisco suffered from inertia when an attempt was made to engage business management in selecting software for their individual areas, and/or agreeing to participate in the ERP implementation project. List and explain reasons why management would hesitate to become engaged in the IT process/project.
1. Describe the overall proposal in terms of the business problem being solved. Some ideas are: