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Authors:
Shaila Kagal (Symbiosis Centre for Information Technology (SCIT))
Published in:
2009
Length:
4 pages
Data source:
Generalised experience

Abstract

This case presents a classic business situation about customer service where an IT solution is seen as a remedy to gain business advantage. The CIO (chief information officer) is therefore a central driver who is besieged with varying views and demands of business heads, who has the sole responsibility to identify the right business problem and design a solution so that it would make a positive impact on the emerging business situation. This case can be used in teaching prioritisation of business problems to be addressed in an IT solution, and also to hone an IT solution to provide desired advantages for the identified business objectives.

Topics

IT solutions; On-line reservations; CSF (critical success factor); Customer; Service; Computerisation; Customer requirements; Traffic load
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