Club_It_Part_2

CLUB IT part 2 Herman LeDerp   April 24, 2011   CLUB IT part 2 The owners, Lisa Tejada and Ruben Keys, have just completed extensive remodeling to the interior of their Club IT that included the clubs tall ceilings and lighting to create an exciting atmosphere for their customers to enjoy. Both owners are pleased with how Club IT is doing and they want to see the club to profit enough to one day open another club (About Club IT, 2009). In order for the club to monitor revenue, they must have an information system that uses their resources, data, and information. They have decided to improve their information management capabilities. This research paper will define three problems with Club IT resources, customers, and supply chain while providing three solutions. The three solutions Lisa and Ruben should consider using are supply chain management (SCM), enterprise resource planning (ERP), and customer relationship management (CRM). Club IT Resources, Customers, and Supply Chain Even with the extensive remodeling to create an ambience of fun and energetic club for the community to gather at, the clubs information system has a need for improvement. This improvement will help the club better manage their assets, members and employees information, and future club projections. Some areas already show some sort of promise, although a few areas of the club such as customer relations management still need more improvement to help better produce revenue for the club and excitement for the club members. Club IT website lists items that customers will be able to buy at the club such as glass mugs, shot glasses, caps, and t-shirts. Dining menus are available on the website along with the club’s calendar. Advanced ticket purchases are available for the Friday and Saturday night concerts; however, they may only be acquired in person or by phone (Wiley Higher Education, 2006). The website states that members receive a 10% discount on purchases. Club IT customers are mostly Net Generation and Millennial (Wiley Higher Education, 2006). Club IT’s clientele includes young professionals, college students, tourists, and business travelers that use mobile technologies such as iPhones, sidekicks, and other wireless communication devices. Club IT is not gathering information on how their clientele’s communication needs, likes-dislikes, and tendencies that would allow the club to provide a more personal experience in the club. The last problem to discuss is Club IT lack of a B2B e-commerce system that would allow them to enhance food and beverage operations while allowing the club to keep an accurate inventory. Sysco, the largest restaurant supplier in North America, has an extensive Web site with many online products and services for small and large food and beverage operations (Wiley Higher Education, 2006). First Solution: Enterprise Resource Planning (ERP) Enterprise resource planning (ERP) is a way to integrate the data and processes of an organization into one single system. Usually ERP systems will have many components including hardware and software to achieve integration, most ERP systems use a unified database to store data for various functions found throughout the organization (techFAQ, 2009). Small organizations also started to use enterprise resource planning systems specifically for supply chain integration, customer relationship management, product configuration. The ERP system would allow Club IT to integrate operations that will eliminate redundant information while effectively using organizational databases. Once the integration of an ERP system is in place, all aspects of Club IT can work in unison. The ERP system will allow Club IT clientele to complete online purchases similar to how they are completed on stubhub.com. Second Solution: Customer Relation Management (CRM) Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way (Susan Ward, 2009). Customer relationship management includes actions intended for learning about the clientele of Club IT needs and behaviors to provide members a better and personalized service. In order to gather information and personalize clientele future visits at the club, the club should have those willing clientele complete surveys. The surveys can help the club record and maintain trends, the member’s preferences, and the expectations of the clientele. This can be achieved in the same manner that a large corporation uses to gain information and retain information on their customers. The club website should have a section for people to register their e-mail addresses to receive up-coming events, receive discount coupons, receive special offers on merchandise, and any other changes to the club. Another way the club can promote a better experience is through text messaging on registered cell phone numbers of members. This text can inform the members of any event or item that fits their behavior and personal wants or experience. Third Solution: Supply Chain Management (SCM) Supply Chain Management (SCM) is the systemic, strategic coordination of the traditional business functions and the tactics across these business functions within a particular company and across businesses within the supply chain, for the purposes of improving the long-term performance (Wailgum, 2009). All companies that share information through a network can help optimize cost and business opportunities. In other words, this allows one company’s computer to communicate with another company’s computer on the same network. An example is the company Rite-Aid’s computer connecting to a pharmaceutical company’s computer to gain access to inventory, cost, and products. Sysco, the largest restaurant supplier in North America, has an extensive Website with many online products and services for small and large food and beverage operations (Wiley Higher Education, 2006). This type of company would benefit Club IT and the clientele by providing a larger selection of food, drinks, and other services that can be controlled through the website. Conclusion Enterprise resource planning (ERP), supply chain management (SCM), and customer relationship management (CRM) are three solutions that Club IT should implement and would benefit from now and in the future. The ERP system would allow Club IT to integrate operations that will eliminate redundant information while effectively using organizational databases. The CRM tools will provide the club a way that will help the business to manage customer relationships in an organized way. Last, SCM will provide Club IT will the connections to other business to help them produce a wider range of products to their customers.