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G S T 5 0 8 3
INFORMATION SYSTEMS & ELECTRONIC COMMERCE
The introduction of a new information system involves much more than new
hardware and software. A mobile strategy involves much than selecting
mobile devices, operating system and applications. It also includes changes
in business process, changing the way people work, skills, and the way a
firm interacts with its customers. System builders must understand how a
system will affect specific business processes and the organization as a
Question 1 :
What management, organization and technology issues need to
be addressed when building mobile application ?
a) Decision to select new mobile application – management should know
what benefits to company and customers are before developing mobile
Company name Benefit to company Benefit to customers
• Streaming process
• Make company more
Customer able to look at a product
on his or her mobile and see the
same information on that device.
USAA • Increase efficient
• Eliminates the labor and
expense of processing
• Keep customers engage.
Provide mobile technology to its
business process and provide
simpler and more powerful ways
for customers to interact with the
Ryland Homes • Able to engage
• Increase sales.
Help potential customer to finds its
locations, looks at this products and
register with the company.
b) Examine business process
Before firms go to mobile – Management should identify what the process,
tasks and improvement that they want go to mobile that most affected by
tablets or smartphones.
c) Select the right device, software and application.
Management should decide what is the right device, software and
application that can support their mobile technology business process. For
example what software or application that capable to handle the
customization work requires integrating with the process such as capabilities
for creating, viewing and managing customer information online.
d) Monitor and control
Develop own apps and apps store – monitor and control. Manage mobile
enterprise access through own in-house IT. Involve security system.
The key element, of an organization is its people, structure and business
Redesign Job Train Employees
• Procedure/ SOP that
can drive faster task
• Redesign processes
to skip or accelerate
• Changing the way
people work – focus
on task orientation
• Change the way in
interact with core
• Provide training to
staff – helps staff
take the next step in
scenario they are
operating in at the
• Need to adopt to
new method of
Technology is one of many tools that firms can use to cope with change. To
support firms new business process, firms should select the right technology
and application that consists of CRM & SCM.
Company Name Technology & Application Used
• Technology such as touch interfaces, location and mapping features,
alerts texting, cameras and video functionality.
USAA • Dedicated 100 mobile developers writing apps for devices using
iPhone, iPad, Android OS, Blackberry and Windows Phone 7.
• Apps able to send geographic information system (GIS) data to a
towing service and display nearby car rental locations.
• Apps support photo deposits: customer can capture an image of a
cheque with a smartphone & automatically submit to the bank. The
money is instantly deposited in the customer’s account.
• Apps display loan and credit card balances, shopping service & auto
insurance policy information.
Ryland Homes • Query mobile software : to create variation of the site that were
appropriate for different smartphone or tablet models.
• Focused on features communities, clickable phone numbers and brief
• Customer wants to be able to look at product on his or mobile device
and see the same information on that device as that person would
obtain in the store, plus some additional information such as consumers
• Mobile technology can streamline processes, make the device more
portable and enhance them with capabilities such as touch interface,
location and mapping features, alerts, texting, cameras and video
• The technology can also create less efficient process or fail to deliver
benefits if the mobile application is not properly designed.
Question 2 :
How does user requirement definition for mobile application differ
from that in traditional system analysis ?
USAA launched its Web in 1997 and went mobile 10 years later, with
about 90% of its interactions with customers taking place on these two
self service channels. In 2001, USAA handle 183 million customer contacts
through mobile channel alone, and expect the mobile channel will its
primary point of contact with customers in next two years. USAA has 100
dedicated mobile developer writing apps for device using iPhone, iPad
and Android systems, along with apps Blackberry and Windows Phone 7.
Question 3 :
Describe the business process changed by USAA’s mobile
application were deployed.
1. Accident report and claims application
• enable customer to snap a photo and submit claim differently
from the site of an accident.
• send geographic information system (GIS) data to a towing
service and display nearby car rental location.
2. Photo deposit and application.
• capture an image of a check with a smartphone and
automatically submit to the bank.
• the money is instantly deposited in the customer’s account
3. Other application.
• loan and credit cards balances.
• shopping services.
• auto insurance policy information.
• home circle and auto circle buying service