Impact of Information Technology on Business (Telstra Australia) (Case Study Sample)

IMPACT OF INFORMATION TECHNOLOGY ON BUSINESS (TELSTRA AUSTRALIA)
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Table of Content
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Introduction …….................................................................................... 3
Information Technology and Business ……………………………….. 3
The need of I.T. in Business ……………………………………. 3
I.T. and business survival ………………………………………. 4
Requirements of I.T. in a business …………………………….... 4
Telstra use of Information Technology …………………………. 5
Advantages and Benefits of I.T. ………………………………… 5
I.T. Risk Evaluation in Business ………………………………… 6
Monitoring I.T. operations in business ………………………….. 7
Conclusion ……………………………………………………………… 8
References ………………………………………………………………. 9
Introduction
We live in a digital age, where success is highly dependent on the innovations made be it in business or any other aspect of life. This track of thought means a business must do things differently and apply innovative mechanisms to beat the competition. Technology and especially information technology has proven to provide the edge needed to succeed in business by using innovative ways to maximise output with minimising input. Furthermore, IT has drastically changed the lives of individuals who contribute to the different business organisations around the world (Afzal-Butt 2015). In addition to this, Consider innovations such as online shopping, E-commerce, E-banking and even social networking among many others that have changed business today. To this end, this paper will analyse the relationship between IT and business while focusing the analysis on Telstra, a telecommunication company in Australia.
Information Technology and Business
The need of I.T. in Business
Telstra is the largest telecommunication and Media Company in Australia serving millions of customers across the region with thousands of employees. So, does this multi-billion corporation need information technology in its day to day activities? Without hesitation, the answer is yes. For one, the primary objective of Telstra is communication and no other technology provides more ability and efficiency to do so than IT. Applying common resources such as networks, communication equipment and internet protocols the company is able to transfer information to different customers. Secondly, Telstra has millions of customers who expect efficient services, this efficiency is only accomplished through innovation and more so automation (Sheahan 2017). Automated processes from call forwarding, customer care and even billing services improve the overall performance of the company’s systems. Finally, consider storage and protection of data, data from the customers and the employee’s themselves. Information technology offers Telstra with the necessary electronic storage systems to store and protect its valuable data which in the end maintains the company’s integrity.
I.T. and business survival
As seen from the previous sections businesses need technology to survive, technology is no longer a complementary feature by a mandatory, foundation element of a business. Businesses face a broader spectrum of variables than before, for instance, competition amongst businesses is now at an all-time high. Telstra is among many other capable telecommunication companies. Through digital media they are able to reach a wider audience who later turn out to be customers, increasing their survival tactics (Kramer, Jenkins & Katz 2007). Moreover, through IT Telstra is able to optimise on available resources, reducing wastage and thus reducing the overall operational costs. In addition to this, they are able to provide better service to the customers, today's phone calls are more streamlined and clear because of the digital medium. This improved service maintains a high clientele base who become better partners for the business.
Requirements of I.T. in a business
A successful integration between IT and business depends on good strategic decisions. These decisions are then driven by research done prior to planning the implementation mechanisms or even technology features. Furthermore, through appropriate information systems, a company is able to estimate the costs, schedules and equipment needed for IT integration in a business. Telstra on its behalf must have developed countless reports and projects estimations on the technologies they eventually implemented using the objectives they had. For instance, they had to have an estimate of the number of subscribers they intended to have and the equipment that could handle that numbers. Secondly, they had to identify the employees and the training needed by the new recruits. Coincidently, information technology was used to analyse this information and produce conclusive estimations (Pilepic & Simunic 2009).
Telstra use of Information Technology
Most of Telstra internal operations are conducted through the company’s intranet which is in itself an internal private internet. Through this platform, employees are able to communicate with one another and manage the company’s enormous clientele. Moreover, it’s through the intranet that the management systems are based i.e. Enterprise management system (ERP) and the customer resource management system (CRM). Through this system, the management is able to monitor the company’s activities and meet the needs of the clients. Finally, the human resource management system is also based on an online platform that allows digital advertisement of vacant positions as well as the management of internal staff (CBN 2017).
Externally, information technology is first used in the CRM system mentioned above. Through this system customer’s complaints, recommendations and queries are answered. Moreover, through online platforms i.e. social media and e-mails, customers are updated on company’s products and also their payments. In addition to this, customers are served through telecommunication infrastructure set up by internet protocols among other networking standards.
Advantages and Benefits of I.T.
In the section above we have highlighted some of the applications of IT in business and more particularly in Telstra, however, what are the advantages of these systems or tools used? Beyond efficiency and automation of operations? Below are some of these advantages
1. Revenue generation – A company like Telstra exist because of information technology. It is through the digital medium (phones, telecom masts and electromagnetic waves) that they are able to offer communication services. These businesses then charge for the services rendered earning m...