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Ollscoil na hÉireann, Gaillimh GX_____ National University of Ireland, Galway
Autumn Examinations, 2008/2009
Exam Code(s) 1BD1
Exam(s) Higher Diploma in Systems Analysis (Full-Time Mode) Higher Diploma in Systems Analysis (Part-Time Mode)
Module Code(s) MS899
Business Information Systems
External Examiner(s) Professor H. van der Heijden
Internal Examiner(s) Professor J. F. Collins Dr. M. A. Lang Instructions
Answer three questions. Answer at least one question from each section.
FOR INFORMATION OF EXAMINATIONS OFFICE ONLY
Paper No. 1 of 1 Repeat Paper N/A Special PaperN/A No. of Answer Books N/A Requirements
Handout None MCQ None Statistical Tables None Graph Paper None Log Graph Paper None Other Material None
No. of Pages Department(s) Accountancy & Finance
Answer either Question 1 or Question 21. Customer Relationship ManagementAtlantic Hotels & Leisure Group Limited, a company with headquarters in Achill Island, operates a chain of hotels, guesthouses, and outdoor leisure facilities at a number of centres throughout Ireland in counties Galway, Mayo, Sligo, Donegal, Cork, Kerry and Clare. At a recent industry seminar, the marketing manager attended a brief presentation about customer relationship management (CRM). She is anxious to learn more about CRM technologies and has approached you with a view to answering the following questions:
(a) What sort of information does a CRM system provide access to, and how might this information be advantageously used to support sales and marketing activities? In your answer, you should refer to previous case studies and empirical findings as appropriate.
(b) As a precautionary note, you should also provide some advice on the pitfalls and
limitations of CRM technology, such as the factors which might curtail the potential usefulness and success of a CRM implementation project.
(8 marks) 2. Supply Chain Management (SCM) / Radio Frequency Identification (RFID)
(a) What sort of information does a SCM system provide access to, and how might this information be advantageously used to support production, distribution and related activities along the business value chain?
In your answer, you should refer to previous case studies and empirical findings as
(21 marks) (b) How might RFID technologies be used to support the activities of supply chain
Answer either Question 3 or Question 43. Healthcare Information Systems “Without access to appropriate information, a health system is, at best, inefficient and frustrating and, at worst, dangerous. Modern healthcare services cannot function without those involved having the information they need to provide and receive care. Their needs for information cannot be met without electronic medical records and other computerised systems.”
a) Discuss how information systems can support enhanced decision making at various levels within the healthcare sector.
(12 marks) b) Discuss the potential benefits of electronic healthcare records (EHR’s), as well as the
barriers to the implementation of a nationally-integrated EHR system. (21 marks)
4. Electronic Government
a) Briefly define, using examples, the following terms:
• government to citizen (G2C) e-government
• government to business (G2B) e-government
• government to government (G2G) e-government
(3 x 3 marks = 9 marks)
b) Provide some examples of “successful” electronic government projects in Ireland. In your opinion, what factors contributed to the success of these projects? Your response should refer to empirical and theoretical research where appropriate.
c) Provide some examples of “unsuccessful” or “impaired” electronic government projects in Ireland. In your opinion, what factors contributed to the success of these projects? Your response should refer to empirical and theoretical research where appropriate.
5. Computer-Supported Collaborative Work (CSCW)
Choose a collaborative work environment that you know something of. Examples might include: globally distributed software development, distance education, new product development, integrated multi-disciplinary healthcare management, or virtual communities / on-line interest groups / social networks.
(a) Using the four quadrants of the “time-space” matrix, give some examples of the different types of collaborative activities that might occur in this environment.
(b) For each of the activities that you outlined in 5(a), discuss how CSCW technologies might be advantageous.
(c) What are the disadvantages or limitations associated with the application of CSCW technologies to these activities?
You may present your response to this question in the format that you deem most suitable. Although you should clearly address aspects (a), (b) and (c) of the question, you need not structure your answer in a sequential format.