The Customer Service Focus - download pdf or read online

By Ivan F. Jackson (auth.)

ISBN-10: 033372450X

ISBN-13: 9780333724507

ISBN-10: 1349147036

ISBN-13: 9781349147038

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Associations: Sequences: Classifications: Things done together; Events over time; Pattern recognition (rules); Management Information Tools 4. 5. Clustering: Forecasting: 45 Defining new groups; and Predictions from time series. Geographic Information Systems Companies which employ a geographic information system (GIS) in their operations find it falls somewhere between an MIS and a DSS. In fact, a GIS was explained by one GIS expert as being a "parasitic" system. The reason given was that, while capable of storing its own data, a GIS generally interacts with one or more corporate databases and provides the linkage through a common descriptor or through spatial coordinates.

Rather, while rational (that is, deductive) thinking may be used, so is intuitive and inductive thinking which enables executives to arrive at "snap" decisions based on accumulated knowledge. Thus, while decision-making is important, it does not appear to be the main focus of executive behaviour. Further, only a very small proportion of the information flowing to an executive (typically 16-20%), results in any kind of identified decision. Bacon goes on to note that in managerial and executive work, there is a focus on the how (that is, on the process), rather than on the which (that is, on the decision choices).

Value to the Organization There has been some debate in the IS literature as to whether an EIS actually assists an executive. In a bid to clarify the issue, Holtham and Murphy (1995) conducted in-depth interviews with key executives, thoroughly familiar with EIS, in the US, UK, and Ireland. The main findings are presented below: • • • Change in the perspective of the organization: All participants were of the view that EIS had helped significantly in focusing senior executives on the main factors that drove the business, and allowed them a better insight into the performance of their organization; Impact on communication and work: The majority view was that EIS had improved communications among the senior executives.

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The Customer Service Focus by Ivan F. Jackson (auth.)


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