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ABC Tour Limited is a medium-size travel agency. The staff are using the Microsoft Office, including...

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General Management

ABC Tour Limited is a medium-size travel agency. The staff areusing the Microsoft Office, including Excel, Word and Power-point,to conduct most of their daily operations and record keeping. John,the general manager of ABC Tour, would like to increase theoperation efficiency by replacing the Microsoft Office with a newcustomer relationship management (CRM) software. However, the laborunion is opposing on the change due to some concerns.

(a)In order to tailor-made the CRM system, the IT vendor wouldlike to have a field study. What could be achieved by having fieldstudy in the ABC Tour’s office?

(b)John would like to hold a meeting with the labor union toaddress their concern. List TWO potential concerns that the laborunion may have.

Answer & Explanation Solved by verified expert
4.1 Ratings (523 Votes)
a Field study would be a very useful exercise in the process of implementing the new CRM system This is because Gather information Field visit would help to identify how the various processes of the company work across departments and so will help in    See Answer
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