Technology\'s Impact and Added Value

TECHNOLOGY'S IMPACT and ADDED VALUE to the ORGANIZATION: A SUPPORT PLAN for CUSTOMERS WITH an EMPHASIS on TECHNOLOGY PARTNERS and ENHANCED CUSTOMER EXPERIENCES

The objective of this work is to examine the impact of technology on customers and how technology has been introduced to customers in way that added value. This work will further outline a support plan for customers during technology implementation and will examine how new partnerships with other providers of technology solutions may serve to enhance the experiences of customers.

The work of Santipat Arunthari (2005) entitled: "Information Technology Adoption by Companies in Thailand: A Study of Enterprise Resource Planning Usage System" states that information technology "has been recognized by most modern organizations as an important operational and strategic business tool for: (1) improving productivity, quality and effectiveness; (2) creating or maintaining competitive advantage; and (2) redesigning business processes to better support company strategy." (p.3) Included in the factors that may influence the behavioral intentions of a company and how the company decides to "...adopt select and use it" is the company's type as to whether it is locally-owned or a multinational company because these two types of companies "may have different structures and operation processes, deal with different conditions, and therefore require it solutions to meet specific needs." (Arunthari, 2005; p.4)

I. ERP SYSTEM ADOPTION

The work of Tarafdar and Roy (2003a, b) states that the information existing in literature on research of the adoption of ERP systems may be categorized into three phases as follows: (1) nature of the adoption and implementation process; (2) factors affecting the ERP system implementation process; and (3) changes resulting from ERP system implementation. (as cited in Arunthari, 2005; p.112) it is agreed among professionals and researchers that "the heart of any ERP system is the ability to seamlessly integrate all processes. Information flows within and between single enterprises into a single it architecture, perhaps linking together customers and suppliers." (Arunthari, 2005; p.112) the ideal ERP system is one in which upon all data being entered all users across the various functional areas can access the information in 'real-time'. (Arunthari, 2005; paraphrased)

Kapp et al. (2001) posits that the ERP system has five different levels including those of: (1) a simple system of data management and large repository for data of the organization; (2) a group of modules all connecting into the central database; (3) manufacturing philosophy and not a software program; (4) business philosophy communication tool; and (5) a knowledge management system. (Arunthari, 2005; p.114-15) an effective ERP system integrates multiple functions of the business across enterprises, which include sales management, marketing management, purchasing, warehouse management, financial accounting, managerial accounting and human resource management.

II. IMPACT on CUSTOMERS

Information technology allows the company to attract customers via the Internet and further allows customers to place orders online, to check their orders in 'real-time' as well as other aspects of customer services. The work of Friesen and Krietsch entitled: "Predicting Success of Small Business E-Commerce" relates that building a loyal customer base "involves providing a quick response to customer needs, detailed pre-sale information, order delivery, product/service satisfaction and thorough post-sale support." (2006) Customers are impacted by the deployment of the Information Technology across the organization through receiving better customer service, better customer support and through elimination of time-consuming errors. Another aspect of enhanced service to customers in it implementation across the organization is automated billing processes in which the company's charges for products and services is billed in increments that are specifically stated, calculated and then totaled for invoicing and billing purposes. For instance, the company that performs specific project completion for a municipality on a regular basis will gain the ability to itemize billing for each specific project with each specific product, service or labor charge itemized within a software program that calculates the expense, bills it to the specific project and the specific product, service, or labor charge for that project with the customer. This method of accounting saves time and avoids confusion giving the company greater accountability and efficiency in billing procedures and resulting in more satisfied customers.

III. GROUP TECHNOLOGY DEPLOYMENT

There are various types of Information Technology that may deployed across the organization including groupware, which may be defined as "a class of information communication technologies (ICT) that provide electronic support to groups of people engaged in collaborative work." (Fitzgerald, 2006) Groupware technologies are those of either: (1) 'synchronous' groupware; or (2) 'asynchronous' groupware. Synchronous groupware is used when real-time communication is needed and Asynchronous groupware is used where users access group information at different times. Another groupware technology feature is whether the users are working in the same location or in different locations. For the company that has several various workgroups that, while separate units, are required to work in collaboration with one another, enabling business communications within the organization is key to efficiency and productivity for the company.

IV. CUSTOMER SUPPORT PLAN