By Ivan F. Jackson (auth.)
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Extra info for The Customer Service Focus
Sample text
But perhaps improving the quality of routine decisions is an element of having ordinary people work smarter, as in the case of the insurance salesperson. Or if a loan decision is made by a program resident in an ATM (or in a server servicing the ATM), or even over the Internet, then one could postulate that the corporate "loans manager" is substantially extending his or her reach by initially setting up the ground rules for loans of that type of transaction. Presumably that leaves time for the more complex assessments associated with higher value loans.
Some walls will be merely partitions; they provide support The Competitive Impact 23 but their main function is to divide up the living space. This analogy is true of Type II systems. While still in the support category, they may very well be critical to operations, for instance the transaction processing system of a bank, or the computer system used by rental car agencies. Walls, by themselves add little real value to a house. That comes from such factors as the layout, the view from the house, and the house's aspect in relation to the sun.
Strategic-type systems, initially installed to add value to a product or service, are also capable of gathering a wide variety of information, and as such may also help support the information needs of managers. Equally, a cost monitoring system, normally in the support category, could help significantly 24 Information Systems - The Customer Service Focus improve a company's competitive position if it was part of a strict cost control regime. Similarly, it could be argued that a component of the IT infrastructure, for instance a local area network (LAN), is really only a support system for the range of activities and applications that might be run with it.