CAPSTONE PROJECT REPORT DEVELOPMENT OF CUSTOMER MANAGEMENT INFORMATION SYSTEM TO IMPLEMENT EVN’S STRATEGIES FROM 2010 TO 2015 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 ACKNOWLEDGEMENT After a hard-working time, our group finally completed the capstone project report. This is the result of our serious working based on knowledge which we have learned from the Master of Business Administration course associating between Vietnam National University and Griggs University, USA. Positive achievements that we got today mainly come from great distributions of many people. To be honest, we would not have completed the course without them.
First of all, we would like to thank all members of Global Advanced Program. They are the director board, educational department and class assistant department and so on. Thanks to their supports, we could learn in the most advantage environment. They created good conditions for us to catch up with lessons in the class as well as to complete our works in offices.
We also want to send our gratitude to all lectures of the program. They tried best themselves to transfer useful knowledge and experience which not only help us to widen our understandings but also support us in our current works. Therefore, we can solve difficult problems in the most effective and smoothly ways. Last but the most important, it is our families.
Thanks to their caring, support and help, we had a chance to finish the course without any difficulties. Once again, we would like to thank all people who truly helped us directly or indirectly in the whole journey. Sincere, Members of group 11 - GeMBA01. Phan Sy Nghia – Deputy Director, Vietnam Electricity 2.
Hoang Anh Dung – Deputy manager, Power Institute, PECE 3. Nguyen Thanh Long – Deputy Manager, Planning Department, Information Technology Center 4. Le Thanh Trung - Chief, Information Technology Center Page 2 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 TABLE OF CONTENT ACKNOWLEDGEMENT. 2 TABLE OF CONTENT.
3 LIST OF FIGURES AND TABLES. Structure of the research.10 CHAPTER 1: LITERATURE REVIEW OF MANAGEMENT INFORMATION SYSTEMS. Overview of management information system. Structures of a management information system.
Applications of a management information system. Management by objectives. Types of management information system. Overview of customer relationship management.
Types of customer relationship management. Sales Force Automation. Customer Service and Support. Overview of Enterprise Resource Planning.
Types of enterprise resource planning. Management information systems in Vietnamese enterprise. History of management information systems in Vietnams. Three main systems of MIS in Vietnam: CRM, ERP and ISO 9000.
Choosing an appropriate system.31 Page 3 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 CHAPTER 2: THE REALITY OF CUSTOMER MANAGEMENT INFORMATION SYSTEMS IN VIETNAM ELECTRICITY. Current issues of customer management information systems in Vietnam Electricity and power companies. The reality of customers information systems in Vietnam Electricity. The reality of customer management information systems in power companies.
Facts on infrastructure, information technology in Power Companies. Comparisons between available products in the market. Appraise and analyze finding facts. Appraise the facts of processing management.
Appraise the state of current customer management information system. Evaluate the state of infrastructure and technology. Evaluate the system’s advantages and disadvantages. Analysis SWOT when applying focused customer management information systems.48 CHAPTER 3: SOLUTIONS TO IMPROVE CUSTOMER INFORMATION SYSTEMS IN VIETNAM ELECTRICITY IN THE PERIOD FROM 2010 TO 2015.
Recommendations to develop customer management information systems in Vietnam Electricity. General requirements of the system:. Requirements of customer management information systems. Information requirements for CMIS.
Requirements of relationships and providing channels. Recommendations for CMIS design. Functions of focused customer management information systems. Communication with customers.
Money receiving management and debt control. Measurement equipment management. Damage management and calculation. Comparison between centralized customer information management system and current customer information management system.
Evaluation of effect. Effect for customers. Effect for management. Economic management effect.
Basics to analysis financial economic. Basic to calculate unit price of current customer information management system. Collecting copy right fee status.74 Page 4 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 3. Analyzing financial economic effects purpose.
Content of financial economic analysis. 78 SUMMARY AND CONCLUSION.80 LIST OF REFERENCES.84 Page 5 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 List of figures and tables FIGURE 1.2 SALES FORCE AUTOMATION MODEL.3 MARKETING AUTOMATION MODEL.4 CUSTOMER SERVICE MODEL.5 ENTERPRISE RESOURCE PLANNING MODEL.1: CMIS MODEL OF VIETNAM ELECTRICITY. CENTRALIZED SYSTEM AND CURRENT SYSTEM.2 MODEL OF A FOCUSED CUSTOMER MANAGEMENT INFORMATION SYSTEM.3 GENERAL MODEL OF FOCUSED CMIS’S FUNCTIONS.4 MODEL OF CUSTOMER COMMUNICATIONS.5 MODEL OF PROVIDING POWER.6 MODEL OF CONTRACT MANAGEMENT.7 MODEL OF RECORDING RATIO.8 MODEL OF ISSUING INVOICES.9 MODEL OF MONEY RECEIVING MANAGEMENT AND DEBT CONTROL.10 MODEL OF MEASUREMENT EQUIPMENT MANAGEMENT .11 MODEL OF MAKING A BUSINESS REPORT.12 DAMAGE MANAGEMENT AND CALCULATION.13 MODEL OF OPERATIONS.1 COMPARISON OF CRM, ERP AND ISO 9000.1 INFORMATION OF TRANSMITTING WIRES OF ELECTRICITY COMPANIES. CMIS IN POWER COMPANIES.
COMPARISON OF CMIS AND FLY21.41 Page 6 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 ABBREVIATION Abbrivation Description CMIS Customer Management Information System ERP Enterprise Resource Planning EVN Vietnam Electricity FMIS Financial Management Information System IT Information Technology MIS Management Information System PCs Power companies Page 7 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 INTRODUCTION I. Background According to the development process of information technology in 2001-2015 with the objectives of computerizing in electricity sector’s business and developing customer services, Vietnam Electricity (EVN) invested in its information system and customer services – CMIS and officially applied the first time in 2004. This is a software system which is applied generally into the electricity business with a large and complex scope in order to improve the whole operation in comparison with the corporation’s past. After 5 year applying, CMIS has been showing up its effects in managing the electricity business as well as the customer services.
With the development trend of EVN, power companies are switching to the form of joined stock companies in order to operate their business the most effectively. The corporation needs information about expenses and business results of power companies. This information is considered as essential information which connects Vietnam Electricity and its subsidiaries - power companies. To adapt changes in operations of power business processes, strengthen the effectiveness of management, improve the quality of customer services, take advantages of information technology equipments, cut down costs, a flexible customer management information system (CMIS) should be built and developed in order to serve customer best and also solve current technology issues.
Research Objectives With a desire to the address the above mentioned issues, Group No 11 decided to study the topic of " Development of customer management information system for Vietnam Electricity in the period from 2010 to 2015”. This system can solve current issues in the organization. The system will help to work out the following issues: - Basically satisfy almost operations in power business of Vietnam Electricity (EVN) according to a closed and consistent process which helps to control information fast and effectively. Page 8 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 - It also results in adequate and precise collection of information about power users.
This then creates good conditions to improve customer services. Overall objectives: - Creating a theoretical and practical basis for EVN to develop CMIS system in the period 2010-2015 to meet the demand for 20-25 million customers. Research methodologies To carry out this project, our group has been applying knowledge of modern business management gathered in the GeMBA program of Griggs University to propose a system that can be applied in practice for EVN. - Data from available results of the current CMIS which has already used from 2004 in order to cut down time and costs.
- Discusion and consultations with relevant stakeholders, including EVN and its ICT center (now part of EVN Telecom) - Research papers, information in the newspapers, magazines and internet. Analytical tools in the field of marketing, investment, operation management and strategic management are used to analyze the current situation, the future demand and then to propose the CMIS system. Page 9 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 IV. Structure of the research Introduction Chapter 1: Literature review of management information systems Chapter 2: The reality of customer management information systems in Vietnam Electricity Chapter 3: Solutions to improve customer management information systems in Vietnam Electricity Summary and conclusion Page 10 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 CHAPTER 1: LITERATURE REVIEW OF MANAGEMENT INFORMATION SYSTEMS 1.
Overview of management information system 1. Definitions According to Ahituv, N. N [1], Information as a concept has many meanings, from everyday usage to technical settings. The concept of information is closely related to notions of constraint, communication, control, data, form, instruction, knowledge, meaning, mental stimulus, pattern, perception, and representation.
In its most restricted technical meaning, information is an ordered sequence of symbols. Information is useful only when it is managed effectively. Information management (IM) is the collection and management of information from one or more sources and the distribution of that information to one or more audiences. This sometimes involves those who have a stake in, or a right to that information.
Management means the organization of and control over the structure, processing and delivery of information. In short, information management entails organizing, retrieving, acquiring and maintaining information. It is closely related to and overlapped with the practice of Data Management. To control all above information effectively, organizations need a system which is called Management Information System (MIS), as specified by Awad et al [2].
A management information system is a subset of the overall internal controls of a business covering the application of people, documents, technologies, and procedures by management accountants to solve business problems such as costing a product, service or a business-wide strategy. Management information systems are distinct from regular information systems in that they are used to analyze other information systems applied in operational activities in the organization. Academically, the term is commonly used to refer to the group of information management methods tied to the Page 11 Capstone Project Report - Group 11 Developing customer management information system to implement EVN’s strategies from 2010 to 2015 automation or support of human decision making, e. Decision Support Systems, Expert systems, and Executive information systems.
It has been described as, "MIS 'lives' in the space that intersects technology and business. MIS combines tech with business to get people the information they need to do their jobs better/faster/smarter. Information is the lifeblood of all organizations - now more than ever. MIS professionals work as systems analysts, project managers, systems administrators, etc., communicating directly with staff and management across the organization.
Structures of a management information system A management information system (MIS) is an organized combination of people, hardware, communication networks and data sources that collects, transforms and distributes information in an organization, according to Banerjee et al [3]. An MIS helps decision making by providing timely, relevant and accurate information to managers. The physical components of an MIS include hardware, software, database, personnel and procedures. Hardware All physical components of a computer system compose the computer hardware.
Important components include the central processing unit, input/output devices, storage units and communication devices. Communication can be over fiber- optic cables or wireless networks. Software Software provides the interface between users and the information system. Software can be divided into two generic types: system software and applications.