Based on his comments, Gray seems a bit skeptical. Although he knows that Cassia wants more information support for the new operation, he states that he is not so sure. Sometimes managers like Gray are reluctant to embrace major changes in IT management. A further clue is his statement about not wanting to “reinvent the wheel.” In response to his comments, Susan offers a specific approach, which Gray seems to accept. Students should recognize that an IT professional must work effectively with various levels within the organization in order to gain trust, confidence and management support. Also, Susan must be courteous and discreet — she is an outside consultant, not Gray’s boss. But Gray knows that she was brought in by Cassia, who is Gray’s boss. The relationship between

Question

managers and the IT team is critical to a project’s success, and it would appear that Susan is trying hard to get off on the right foot in her meeting with Gray. Each service would require one or more processes, and it is OK for students to use their imagination in providing that part of the answer. Examples of business functions might include the following: • Customer management • Fitness classes • Exercise equipment • Pool • Snack bar • Sporting goods sales • Child fitness service • Yoga • Zumba • Dance Based on what you know, should Personal Trainer managers and the IT team is critical to a project’s success, and it would appear that Susan is trying hard to get off on the right foot in her meeting with Gray. Each service would require one or more processes, and it is OK for students to use their imagination in providing that part of the answer. Examples of business functions might include the following: • Customer management • Fitness classes • Exercise equipment • Pool • Snack bar

What will be an ideal response?

Answer 1

With a dozen or more fitness centers, Personal Trainer might be ready for a company-wide approach to managing its IT resources. Enterprise computing and ERP systems allow a company to integrate its primary functions (such as production, sales, services, inventory control, and accounting) to improve efficiency, reduce costs, and help managers make key decisions. Enterprise computing also improves data security and reliability by imposing a company-wide framework for data access and storage.
Personal Trainer will certainly use transaction processing in its day-to-day operations, and the firm could benefit significantly from using a business support system to help mangers make key decisions. For example, based on data generated by the TP system, a business support system might help Gray to identify fast-moving services and products, and use that information to plan future staffing and marketing decisions.
Personal Trainer might not be large enough to benefit from a knowledge management system, but the company certainly can use user productivity systems to empower its employees, reduce expenses, and serve its customers better.