Omar Mohamad (I12000545) Managing Information Systems

MASTER OF BUSINESS ADMINISTRATION

(MBADI)

MGT6203 MANAGING INFORMATION SYSTEMS

INDIVIDUAL ASSINGMENT

INTIs INFORMATION SYSTEMS AND TECHNOLOGIES

PREPARED BY: OMAR MOHAMAD - I12000545

DEADLINE: 05/03/201

PREPARED FOR: Mr. RICHARD THAM YEW WYE

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Omar Mohamad (I12000545) Managing Information Systems

Modules Information:

Coursework Type Individual Assignment

Weightage 40% out of 100%

Hand-out Date Week 2

Due Date Week 7

Coursework Description :

This is an individual assignment. In this assignment, you will investigate how organizations
have successfully implemented some of the information systems and technologies discussed
in class.

Information systems are transforming businesses today through increasing use of wireless
technology, Web sites, Web 2.0 technologies, social networking and collaboration tools, cloud
computing and mobile digital platforms According to Laudon and Laudon (2012), organizations
that have significant business relationships in digitally enabled and mediated where many of
their core business processes and key corporate assets are managed digitally are known as
digital firms.

You are required to select an appropriate organization that is a digital firm. Research and write
a report on how this organization has successfully implemented state-of-the-art information
systems and information technologies resulting in improvement their business processes,
organizational transformation, higher productivity, business growth, enhanced
competitiveness, to have more effective managerial decision making and increased
globalization opportunities. The organization selected may be companies incorporated in
Malaysia or multinational companies.

From the selected organization, identify and describe any TWO (2) types of information
systems from the list below which have been implemented in the organization. Analyse and
discuss the benefits and business transformations that these Information Systems have
brought upon the organization.
- Decision Support Systems (DSS)
- Executive Support Systems (ESS)
- Business Intelligence Applications
- Customer Relationship Management Systems (CRM)
- Supply Chain Management Systems (SCM)
- Knowledge Management Systems (KMS)
- Enterprise Resource Planning Systems (ERP)
- Human Resource Management Systems (HRM)
- E-commerce/M-commerce applications

Your report should ideally between 2,500 3,000 words excluding references and
appendices. Please include the word count at the end of your report. You are required to
submit your report to the Turnitin system for plagiarism checking before submission. Please

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include the first page of your Turnitin reports in your submission. Please print the coursework
description together with the assessment criteria and attach as the front of your assignment.

Students Declaration:

I declare that:

I understand what is meant by plagiarism

This assignment is all my own work and I have acknowledged any use of the
published or unpublished works of other people.
I hold a copy of this assignment which I can produce if the original is lost or
damaged

[Name/ID] Omar Mohamad / I12000545

[Signature] Omar Mohamad [Date] 5 March 2017

Learning Outcomes Assessed:

LO1 Evaluate the importance of information technologies and information systems in
business organizations and their role in managerial decision making.

LO2 Discuss the emerging trends in information technology and management

information systems and the issues that arise from its development and
implementation.

LO3 Recommend appropriate information technology and systems to business

decision makers based on organizational requirements.

Assessment Criteria Total Given Marks

Marks
1. Research and discussion on company background 20

2. Analysis and discussion of current business and

competitive environment 20

3. Analysis and discussion of relevant information

systems in the organization 20

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4. Discussion on the impact of the information

systems within the organization 20

5. Overall structure and presentation of report

including proper citation and referencing, 20
powerpoint presentation and class participation
100
Penalty (reasons)

Final Mark
(40%)

Lecturers Comments

Penalty for late submission:

1 day minus 20% of total mark awarded
2 days minus 50% of total mark awarded
3 days 0 mark for this piece of coursework

Suggested Report structure for Coursework #1:

1. Overview of Organization
a. Type of business organization
b. Product/service, market, customers
c. Mission, culture, philosophy, values
d. Outline of organization structure
2. Analysis of Current Business and competitive environment
a. Analyse current business environment
b. Analyse the competitive environment
c. Identify the current business strategies adopted by the organization
3. Analysis of the current status of IS implementation in organization
a. Research the current IS implementations in the organization
b. Identify the selected information systems being deployed in the organization and
analyse their uses.
c. Discuss the impact of these information systems on the organizations
productivity, business performance, revenue growth, etc.
4. Conclusion

Please note that you should use proper citation and referencing using Harvard Referencing
format.

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Table of Content
1.0 Introduction about the Company .................................................................................................. 5
1.1 Products/Services offered, Market & Customers .................................................................... 5
1.2 Mission, Culture, Philosophy, Values........................................................................................ 5
2.0 Analysis of Current Business and Competitive Environment .................................................... 5
2.1 Analyze current business environment ..................................................................................... 6
2.1.1 Customers ............................................................................................................................ 6
2.1.2 Developments in Technology.............................................................................................. 6
2.1.3 Current Market Trends...................................................................................................... 7
2.2 Analyze Competitive Environment ........................................................................................... 8
2.3 Identify the current business strategies adopted by the organization .................................... 9
3.0 Analysis of the Current Status of IS Implementation in Organization.................................... 10
3.1 Research the Current IS Implementations in the Organization ........................................... 10
3.2 Identify the selected Information Systems being deployed in the Organization and Analyze
their uses. ............................................................................................................................................... 12
3.3 Impact of these Information Systems on the Organizations Productivity, Business
Performance, Revenue Growth, etc..................................................................................................... 17
4.0 Conclusion ..................................................................................................................................... 17
5.0 Reference ....................................................................................................................................... 18
APPENDIX ................................................................................................................................................. 20

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1.0 Introduction about the Company

INTI International University and Colleges are private university colleges situated across
Malaysia with five campuses, established 30 years ago. INTI is part of the Laureate
International Universities network that extends to 25 countries, with over 70 credited
institutions and 200 campuses, attending to over 1,000,000 students world-wide
(liveandstudymalaysia.com, 2015).

1.1 Products/Services offered, Market & Customers

INTI has a wide customer base targeting local students as well as working adults in
Malaysia and international students outside Malaysia. These students can get graduate
and undergraduate degrees in Business, Law, IT, Engineering, Languages, Applied
Sciences, Health Sciences, Liberal Arts and Mathematics. In addition, INTI also offers
programs like Twinning programs, INTI Foundation, and American Degree Transfer
Program (laureate.net, 2017).

Furthermore, the education market in Malaysia is a highly competitive market due to

the large number of higher education providers that amounts to approximately 540
institutions. However, there is also a vast pool of local and international students as
well as working adults willing to further their studies through courses specifically
designed for working professionals (laureate.net, 2017).

1.2 Mission, Culture, Philosophy, Values

INTI offers its students with its mission of providing the most individualized,
innovative and international education.. INTIs culture is to change education in order
to meet tomorrows world needs. In addition, INTIs core values emphasize on Student-
centric, Accountability, Respect, Spirited and Trustworthy. These are vital for INTI in
order to gain competitive advantage and provide quality experience to its customers.

2.0 Analysis of Current Business and Competitive Environment

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In this section, we are going to analyze the current business and competitive environment for
INTI. With the beginning of 2017 in Malaysia, there has been an economic downturn due to
the continuous depreciation of the ringgit against US dollar and increase in oil prices.
Therefore, this had made universities in Malaysia to rigorously offer discounts, bursaries,
scholarships & rebates to attract customers due to the high intensity of competition in the
market.
2.1 Analyze current business environment

In this section, we will analyze the current business environment in the education sector
for Malaysia.

2.1.1 Customers
Firstly, we will look into the most important factor (force) for generating business
for INTI which is their customers (i.e. students). With that being said, Malaysias
HEIs (higher education institutions) which includes approximately 585 institutions,
has had over a million students in 2011, out of which around 93,000 were non-local
students from over 100 countries. In comparison, around 89,686 were local
students; of which 27,003 received sponsorship and 62,683 were self-funded who
were pursuing their higher education overseas in 2011. In addition, based on a
publication by MOHE (Ministry of Higher Education) which stated that there are
currently 1,134,134 students studying in higher education institutions with
approximately 150,000 of them are international students. This indicates that there
is a vast pool of potential customers in and outside Malaysia (matrade.gov.my,
2011).

2.1.2 Developments in Technology

Furthermore, the current developments in technology has also affected the
education sector as nowadays more universities are utilizing the benefits of IT to
provide quality and innovative education experience. Some of the practices adopted
by such universities including INTI include online enrolment, availability of online

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timetable to check for the scheduled courses, view their exam results online,
submitting of assignments online, borrow or view books, articles and journals
through the universitys E-library, access lecture and tutorials online.

Moreover, many private universities in Malaysia offer E-learning facilities whereby

the university will develop an online platform (as for our case, INTIs Blackboard)
in order to give students access to online classes, electronic learning resources such
as lecture notes, tutorial notes, online discussions and activities as well as E-library,
ability to take quizzes and tests online. The cybernetic learning experiences are
enriched with old-fashioned classroom contact hours.

2.1.3 Current Market Trends

Current market trends in the Malaysian education sector include globalization;
Because of globalization, the Malaysian government made it easier for well-known
foreign universities to expand their branches within Malaysia, making it a regional
education hub. This is mainly to reduce the movement of local students
internationally and also to attract international students to study in Malaysia. As
international students currently add up to RM 7.9 billion to the Malaysian economy
and this is predicted to rise to RM 15.6 billion per year by 2020 (Grapragasem et
al. 2014) (Rahman, 2016).

Another market trend is in relation to teaching and learning, universities nowadays

are adopting a more electronic approach whereby E-learning, virtual classrooms
and blended learning are picking up the momentum. A research led by Norazah,
Mohamed Amin, and Zaidan (2011) into e-learning demonstrates that 11 HEIs in
Malaysia offers over half of their courses on the web. The information demonstrates
that 13.8% lecturers give over 80% web-based learning materials and that 44.6%
of students like to read materials online (Grapragasem et al. 2014).

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2.2 Analyze Competitive Environment

In this part, we will analyze the competitive nature of the education industry in
Malaysia. For this, we shall implement Porters five competitive forces that is a tool
used for analyzing the competitive power and level of an industry. Porter has identified
five forces that form every market and industry. These include:
1. Supplier Power
This force refers to how easily suppliers can increase the price of goods and
services. As for the education sector, supply refers to other universities offering
similar products. As mentioned earlier, Malaysia has about 585 institutions, which
means there are many suppliers in the market with similar product and hence,
suppliers have less power.
2. Buyer Power
This forces deal with the capability customers have to reduce price. As stated above,
the number of customers is huge, price-sensitive, having ability to substitute.
Therefore, they have high power and can put pressure on prices.
3. Threat of Substitution
This force refers to the availability of alternate product that could replace your own.
In the context of education, there is no or very limited substitution. Therefore, this
strengthens universities power.
4. Competitive Rivalry
As stated earlier, there are about 585 institutions in Malaysia, all offering similar
products but the quality differs. Therefore, this makes it very competitive and
hence, universities have less power.
5. Threat of New Entrants
With the support of MOHE, more universities are encouraged to set up to achieve
its vision, which makes it easier for new universities to be set up and compete in
the market as it requires less time and money and low barriers available. Therefore,
universities in this aspect have less power.
In a nutshell, the findings above indicate that there is a very high level of
competition in the education market.

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2.3 Identify the current business strategies adopted by the organization

One of the strategies adopted by INTI is the introduction of working adults programmes
such as Diploma in Business, Degree in Business and Masters. These programmes are
specifically designed for working professionals, to provide them an opportunity to gain a
degree or diploma whilst working. This is an effective strategy as due to the competition
in the job market, many working professionals are looking to upskill themselves and gain
a competitive edge in the job market.

In addition, another strategy adopted by INTI is the introduction of the IBM-ICE program,
which is a partnership between IBM and INTI. INTI is the first university in ASEAN to
integrate this IBM program into their curriculum. The IBM-ICE is a series of academic
courses and Undergrad programs taught by IBM experts to provide INTI students with
technical skills that are needed in the future. Through implementing this, INTI is
differentiating itself as a top-quality education provider in the market.
Also, INTI has recently launched a referral program whereby existing students can get paid
up to RM 1,500 by simply referring INTI to a friend and upon enrolling; the referrer is
eligible for the payment. This strategy creates a win-win situation for both parties; INTI
will get the enrolment number and the student will get the payment.

Moreover, a recent strategy introduced by INTI, is collaboration with some polytechnics

which offer Foundation & Diploma courses only so that those students can proceed to INTI
for their degree after completion of their course in their respective polytechnic. This is a
great opportunity for INTI to grow their enrolments as this will guarantee that students
from the collaborating polytechnic will definitely join INTI.

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3.0 Analysis of the Current Status of IS Implementation in Organization

In this part, we will look into the different Information Systems (IS) adopted by INTI and how
it impacts the organizations efficiency, business performance, profits and growth. Many firms
are utilizing the benefits of Information Technology to enhance their performance and gain a
competitive advantage.

3.1 Research the Current IS Implementations in the Organization

INTI approximately enrolls 4,500-6,000 students across its five campuses each
semester.
To cope up with the high number of students coming in, INTI has utilized a Customer
Relationship Management System (CRM) which is crucial for their operations so they
could track and manage all the customers information.
Moreover, Customer Relationship Management (CRM) is a term that refers to
procedures, practices, and technologies that organizations use to oversee and break
down customer interactions and information all through the customer lifecycle, with
the objective of enhancing business relationships with clients, aiding customer
retaining and driving sales development. CRM systems are intended to gather data on
customers crosswise over various channels which could contain the organization's site,
live chat, phone, direct mail, advertising materials and web-based social networking
(Rouse, 2014). CRM systems can likewise give customer-facing staff a comprehensive
data on clients' individual information like names, addresses, phone numbers, as well
as buying history, purchasing preferences and concerns (Rouse, 2014).
Furthermore, included below is the list of functions that a CRM typically performs and
these include:
Effectively tracks and oversees customer data
Links your whole team from any gadget.
Intelligently catches client emails / messages.
Simplifies repetitive jobs so you can focus on leads.

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Conveys immediate insights and suggestions.

Broadens and modifies as your business develops (salesforce.com, 2017).

Lastly, many organizations that deal with a large pool of customers tend to have a CRM
because it aids in ignoring clunky procedures and manual exertion so they can focus on
business. Also, it helps in discovering additional leads, retain more clients, close more
deals and develops the business. It also acts as one place storage for all clients
information which means that talks are always pertinent, private and up to date
(salesforce.com, 2017).

Apart from the CRM system, INTI utilizes another information system which is an
Enterprise Resource Planning Systems (ERP). ERP is a term used for the wide set of
activities that support an organization handle its business. A significant objective of
ERP system is to ease the movement of data so business decisions can be information
driven. ERP system suites are constructed to gather and sort out information from
different levels of an organization to give administration with an actual understanding
into key performance pointers (Rouse, 2014).
ERP modules can aid a firm's administrators monitor and oversee supply chain,
inventory, procurement, finance, product life cycle, projects, HR, customer relationship
management, business intelligence and other mission-vital parts of a business through
a progression of interconnected executive dashboards (Rouse, 2014).
ERP is essential for INTI since INTI performs marketing activities to advertise and
promote the INTI brand in the market and this requires purchasing of materials from
vendors, printing of posters/banners and etc. In addition, INTI also has many
employees who require payments as salaries, commissions as well as employee claims.
Therefore, it needs a system that would integrate different business functions into a
single system and support multiple functions used by various business units. This is to
support the entire business operations and ease business transactions and processes.

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3.2 Identify the selected Information Systems being deployed in the Organization
and Analyze their uses.

INTI has deployed a CRM system that is known as Salesforce. Salesforce provides a
CRM solution to organizations; it is entirely run on the cloud which means that
applications are conveyed over the Internet and keep running in any Web program with
the goal that you can access them from any gadget. Since its online, no software or
hardware is required; also its cheaper as you dont need to bear setup costs,
maintenance and configuration costs. Due to its infinite size, firms need not worry
about it running out of capacity. Moreover, data is never lost as there are auto back-ups
(salesforce.com, 2017).

The standard objects in Salesforce include:

Account- These might be customers or partners, who are involved in the firms
business interactions.
Contact People that come inside any account.
Product What the organization sells to consumers.
Lead Individuals or companies interested in the product.
Opportunity Any activity or event likely to generate income.
Case Reported issues from customers.
Solution Resolving a customer problem through Salesforces solution
knowledge base.
Forecast Approximation of the firms quarterly income.
Report Analysis of objects data (standard/custom)
Dashboard Usage of set of visual charts or data to represent reports.
Activity The entire firm's jobs and calendar events inside the Activity object.
Campaign Entire Marketing Projects, ex. INTI iDiscover (Maneesh, 2014).

Inside the Salesforce CRM system, there are a number of platforms for which an
organization could utilize to support their activities. Each platform has its own usage.

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Some of the general usages of Salesforce include:

Manage Contacts
Salesforce provides the user with a complete view of customers, comprising
of activity history, main contacts, customer interactions, and interior
account discussions (salesforce.com, 2016).
Manage Opportunities
This aids in providing complete details of a teams deal such as products,
stage, quotes, competition and etc. It even generates quotes based on
particular deal informations. Besides, firms can track Chatter feed to get
spontaneous deal updates, and follow all related activities while they
happen, thus, deals can be closed faster (salesforce.com, 2016).
Manage Leads
This helps organizations make better decisions on investments, and
demonstrate the influence of marketing activities on sales pipeline. It also
allows users to track all relevant information about leads, so users can
identify which marketing campaign a lead is from, have updated contact
information, and view appropriate activities to assist in converting more
leads.
Besides, it helps in routing and assigning leads to the right sales
representatives to follow-up on a lead when its hot; this ensures that no
leads are left behind (salesforce.com, 2016).
Marketing Automation
This enables a firms sales and marketing to be integrated to oversee entire
customer communications and generate, organize, and handle online
campaigns from a central platform.
Marketing automation helps to produce excellent leads through constructing
active lead capture forms, making custom landing pages and enhancing
them by utilizing testing tools.
It aids in accelerating sales pipeline through computerizing lead routing
procedure for swift lead follow-up, and reducing the span of a sales cycle.

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Lastly, it helps a firm follow only the best leads; through tracing and
observing customer activities so sales reps can follow-up with the
appropriate offer. When a prospect signals an interest in a product, an alter
set by sales reps will notify them to engage with the prospect
(salesforce.com, 2016).
Make Insightful Decisions
This is considered as an important usage of Salesforce, as firms can make
spontaneous and effective decisions faster through utilizing reports and
dashboards. Dashboards offer an actual view of a firms business at one
look. Comprehensive reports that any user can make provide deeper
insights. Reports are done simply by dragging and dropping on the filters,
groupings, fields and charts required by a firm, and receive an actual view,
with prompt drill-down to the data needed.
Furthermore, Salesforce provides a quick, easy and precise sales
forecasting. Managers can get an actual view of their teams projection,
including in-line forecast alterations, overriding visibility up and down the
management ladder.
These vital decisions can be made on the go over the Salesforce app; also
an organization can collaborate through emails or Chat to drive main
business decisions and updates (salesforce.com, 2016).

An illustration of how Salesforce work:

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(Source: Maneesh, 2014)

The ERP system that INTI has deployed is known as Oracle PeopleSoft. Oracle
PeopleSofts main applications contain CRM, ERP, Financial Management, Human
Capital Management, and Supply chain management.

Oracle PeopleSoft is an incorporated software package that offers various business

applications to aid the daily execution and operation of business procedures. Each
application, for example, Financials, CRM and Human Resources, cooperates with others
to provide a competent and effective method for working and reporting in an incorporated
manner across the enterprise (peoplesoft-planet.com, 2016).
Some of the general uses of Oracle PeopleSoft include:
eProcurement
Eprocurement is under the supplier relationship management application. It
is the self-service requisitioning application that controls staff spending.
PeopleSoft eProcurement permits staffs to manage their own requisitions
from looking for items and submitting requests to tracing statuses and
varying requisitions-all while identifying exceptions, enforcing plans, and
supervising staff purchasing.
Moreover, its easily accessible by smartphones or tablets through an
internet connection, a user can connect to the eProcurement system and surf

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catalogs, access favorites and interact with the system as they would do on
shopping sites (Oracle.com, 2016).
Purchasing
This feature is also under supplier relationship management application. Its
used by professional buyers to simplify purchasing order process whilst
consolidating policy compliance. It allows consumers to computerize
essential transaction processing, handle policy exemptions, and
electronically deal with vendors. This helps a firm to receive and settle
requisitions quickly.
Besides, firms use this to quickly and easily access vendors information,
order items directly while tracking orders, inquire about purchase orders,
viewing amounts due & activity summary, gain receipt information and
ability to track dates when shipments are received. Also, users can maintain
receipts by receiving and settling them for further use (Oracle.com, 2016).
Travel & Expense Management
This feature is under the Enterprise services automation application. This is
used by organizations to make payments electronically to vendors and
employees. This helps in reducing costs and providing control over
dates/floats settlement. It also simplifies and computerizes travel spending
management and creates policy-driven controls for expenditure refund.
Also, it allows firms to efficiently manage receipts for future use
(Oracle.com, 2016).
Workforce Management
This feature falls under Human Capital Management that allows
organizations to effectively manage employees through tracking time,
absenteeism and appropriately plan their workforce. Moreover, it allows
firms to estimate job demand and labor, allocate and describe plans to meet
business objectives, capture absenteeism, time worked and other job data;
also monitor plans and productivity while sticking to work laws and
payment rules. It also allows employees to submit leave requests, get
approval and track status online (Oracle.com, 2016).

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3.3 Impact of these Information Systems on the Organizations Productivity,

Business Performance, Revenue Growth, etc.

By utilizing the CRM and ERP systems, INTI has seen an increase in productivity,
performance and revenue. Since these systems are run on the cloud, employees can
close deals faster, serve customers, conduct and monitor marketing campaigns closely
and collaborate with different functions simply by accessing the web. Also, complex
and time-consuming tasks will be streamlined. Hence, the productivity and
performance for INTI will increase.
Similarly, INTI can purchase materials from vendors seamlessly and quickly, reduce
procurement process errors, track their orders, view payments information and
maintain receipts all in one place. Besides, since the entire process is automated,
transaction and operational costs are reduced.
Furthermore, these systems grow revenue for INTI in the long run. As they could be
costly to implement initially but the use of these IS help INTI lower costs by
computerizing the entire process with no need of hardware/software and targeting the
right people through excellent lead nurturing and managing. Moreover, a research
conducted by Salesforce indicated that companies that utilize their system showed an
increase of 43% in lead conversion, 44% increase in sales productivity, and 37%
increase in revenue (Salesforce.com, 2017).

4.0 Conclusion

In Conclusion, the utilization of Information Systems in any organization is important in order to

support the entire business operations efficiently and effectively. In addition, the use of IS in an
organization gives it an added advantage as they will be able to increase their performance,
productivity and revenue. It also helps them tackle and compete with other competitors in the

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market. In addition, by computerizing all their process, less time is wasted doing complex activities
and decision-making could be done spontaneous with high efficiency as it will be supported by
data and facts available in the system.

5.0 Reference
1. Grapragasem, S., Krishnan, A. and Mansor, A. (2014). Current Trends in Malaysian
Higher Education and the Effect on Education Policy and Practice: An
Overview. International Journal of Higher Education, [online] 3(1), pp.86-88.

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Available at: http://www.sciedu.ca/journal/index.php/ijhe/article/view/4037

[Accessed 27 Feb. 2017].
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3. Liveandstudymalaysia.com. (2015). INTI International University & Colleges.
[online] Available at: http://www.liveandstudymalaysia.com/universities/inti.html
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4. Malaysiakini. (2015). 440,682 candidates sit for SPM today. [online] Available at:
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5. Maneesh. (2014). How Salesforce CRM works. And who should use it?. [online]
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Feb. 2017].
6. Oracle.com. (2016). PeopleSoft Enterprise eProcurement. [online] Available at:
http://www.oracle.com/us/products/applications/peoplesoft-
enterprise/srm/eProcurement/overview/index.html [Accessed 27 Feb. 2017].
7. Oracle.com. (2016). PeopleSoft Purchasing | Applications | Oracle. [online] Available
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enterprise/srm/purchasing/overview/index.html [Accessed 26 Feb. 2017].
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automation/expenses/overview/index.html [Accessed 25 Feb. 2017].
9. Oracle.com. (2016). PeopleSoft Workforce Management | Applications | Oracle.
[online] Available at: http://www.oracle.com/us/products/applications/peoplesoft-
enterprise/human-capital-management/workforce-management/overview/index.html
[Accessed 26 Feb. 2017].
10. Oracle.com. (n.d.). PeopleSoft Applications - Overview | Applications | Oracle.
[online] Available at: http://www.oracle.com/us/products/applications/peoplesoft-
enterprise/overview/index.html [Accessed 26 Feb. 2017].
11. Peoplesoft-planet.com. (2015). What is PeopleSoft?. [online] Available at:
http://www.peoplesoft-planet.com/what-is-peoplesoft/ [Accessed 25 Feb. 2017]

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12. Mindtools.com. (n.d.). Porter's Five Forces: Assessing the Balance of Power in a
Business Situation. [online] Available at:
https://www.mindtools.com/pages/article/newTMC_08.htm [Accessed 26 Feb. 2017].
13. RAHMAN, D. (2016). Malaysia's higher education mid-year report - What's Your
Status? | The Star Online. [online] Thestar.com.my. Available at:
http://www.thestar.com.my/opinion/online-exclusive/whats-your-
status/2016/06/23/malaysia-higher-education-2016/ [Accessed 26 Feb. 2017].
14. Rouse, M. (2014). Customer Relationship Management (CRM). [online]
Searchcrm.techtarget.com. Available at:
http://searchcrm.techtarget.com/definition/CRM [Accessed 25 Feb. 2017].
15. Rouse, M. (2017). ERP (Enterprise Resource Planning). [online]
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http://searchsap.techtarget.com/definition/ERP [Accessed 26 Feb. 2017].
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APPENDIX
Salesforce CRM in use:

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Omar Mohamad (I12000545) Managing Information Systems

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Omar Mohamad (I12000545) Managing Information Systems

Oracle PeopleSoft in use:

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Omar Mohamad (I12000545) Managing Information Systems

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Omar Mohamad (I12000545) Managing Information Systems

24 | P a g e