Improving an existing Customer Information System (CIS) by examining customer decisions, development, and planning to increase the effectiveness for ISC and ISM

Table of Contents

• 1. Introduction
• 1.1 Background to the research
• 1.2 Research problem, research issues and contributions
• 1.3 Justification for the research
• 1.4 Delimitations of scope and key assumptions
• 2. Methodology
• 2.1 Research approach
• 2.2 Information model criteria
• 2.3 Procedure
• 2.4 Reliability and validity
• 3. CIS-model
• 3.1 Determination of influence factors
• 3.2 Analysis of influence factors
• 4. CIS status quo
• 4.1 Hierarchy
• 4.2 CIS information insert
• 4.2.1 Insert application software
• 4.2.2 Insert sources
• 4.2.3 Information preparation and output
• 5. Gap-analysis
• 5.1 Customer status quo and estimated status quo
• 5.1.1 Improvements concerning insert and preparation
• 5.1.2 Improvements concerning layout output
• 5.2 Potential status quo
• 5.3 Gap concerning pricing, deviation and benchmarking
• 6. Practical improvements
• 6.1 Pricing
• 6.2 Deviation analysis
• 6.2.1 ISC deviation methods
• 6.2.2 ISM deviation analysis output
• 6.3 Contribution benchmarking

Objectives and Key Themes

This dissertation aims to improve VARTA Gerätebatterie GmbH's Customer Information System (CIS) by analyzing customer decisions, development, and planning to increase the effectiveness of International Sales Controlling (ISC) and International Sales & Marketing (ISM). It seeks to identify optimal information flows, address user needs, and suggest practical improvements based on cost accounting and information management principles.

• Identifying key influence factors for an optimal CIS design.
• Analyzing user needs (ISC and ISM) and incorporating them into CIS content.
• Conducting a gap analysis between the current and optimal CIS framework.
• Suggesting practical improvements for the CIS, including pricing strategies.
• Evaluating the feasibility and impact of suggested improvements.

Chapter Summaries

1. Introduction: This chapter sets the stage for the dissertation by discussing the increasing globalization of markets, the role of information management (IM) and information systems (IS) in achieving competitive advantage, and the specific context of improving VARTA's existing CIS. It outlines the research problem, research questions, and contributions of the study, justifying the research's need based on user feedback and identified system weaknesses. The chapter also clearly defines the scope and limitations of the research.

2. Methodology: This chapter details the research approach, outlining the use of both inductive and deductive reasoning. It presents and evaluates several information models and their criteria, focusing on the importance of aligning information volume, communication, quality, and timeliness with user needs. The chapter lays out the research procedure, which involves analyzing objective and subjective information requests, identifying gaps in the existing system, and proposing an improved information flow based on theoretical models and practical considerations. Reliability and validity of the research are also addressed.

3. CIS-model: This chapter establishes a model for an optimal CIS. It identifies the key user groups—ISC and ISM—and their respective information needs, using methods such as decision analysis and process analysis to determine optimal information content and structure. The chapter details the analysis methods used to determine optimal information flow, considering factors like information volume, communication, quality, and timeliness. The chapter highlights the critical need to align the system's information with user tasks and objectives.

4. CIS status quo: This chapter analyzes VARTA's current CIS, describing its hierarchical structure, information sources, and data processing methods. It details the existing software, data input procedures, and information preparation and output, highlighting the use of activity-based costing and specific cost allocation methods. The chapter sets the foundation for the gap analysis by providing a clear picture of the current system's functionalities and limitations.

5. Gap-analysis: This chapter compares the findings of the CIS-model (Chapter 3) with the current CIS status quo (Chapter 4). It identifies specific gaps in information insert, preparation, and output, categorizing these gaps and highlighting their impact on the effectiveness of the system for ISC and ISM. The chapter sets the stage for the practical improvements suggested in the following chapter.

6. Practical improvements: This chapter details practical improvements to the CIS, addressing the gaps identified in Chapter 5. It offers in-depth discussions and examples of improvements in pricing strategies (including cost-oriented and value-oriented approaches), deviation analysis methods, and contribution benchmarking techniques. The chapter provides detailed explanations of the suggested improvements, considering their feasibility, impact, and potential risks.

Keywords

Customer Information System (CIS), International Sales Controlling (ISC), International Sales & Marketing (ISM), Cost Accounting, Activity-Based Costing (ABC), Information Management (IM), Pricing Strategies, Deviation Analysis, Contribution Benchmarking, Gap Analysis, Information Flow, User Needs, Decision Support.

Frequently Asked Questions: Improving VARTA's Customer Information System

What is the main purpose of this dissertation?

This dissertation aims to improve VARTA Gerätebatterie GmbH's Customer Information System (CIS) to enhance the effectiveness of International Sales Controlling (ISC) and International Sales & Marketing (ISM). It focuses on optimizing information flows, meeting user needs, and suggesting practical improvements based on cost accounting and information management principles.

What are the key themes explored in the dissertation?

The key themes include identifying key influence factors for optimal CIS design, analyzing user needs and incorporating them into CIS content, conducting a gap analysis between the current and optimal CIS, suggesting practical improvements (including pricing strategies), and evaluating the feasibility and impact of these improvements.

What methodology was used in the research?

The research employed both inductive and deductive reasoning. It evaluated information models based on criteria like information volume, communication, quality, and timeliness. The procedure involved analyzing objective and subjective information requests, identifying system gaps, and proposing improved information flow based on theoretical models and practical considerations. Reliability and validity were also addressed.

How is the CIS-model defined and what are its key components?

The CIS-model establishes an optimal CIS by identifying key user groups (ISC and ISM) and their information needs. It uses methods like decision analysis and process analysis to determine optimal information content and structure. The model emphasizes aligning information with user tasks and objectives, considering factors like information volume, communication, quality, and timeliness.

What is the current state of VARTA's CIS (status quo)?

The dissertation analyzes VARTA's existing CIS, detailing its hierarchical structure, information sources, data processing methods, software, data input procedures, and information preparation and output. It highlights the use of activity-based costing and specific cost allocation methods. This analysis provides a basis for the gap analysis.

How was the gap analysis conducted and what were its key findings?

The gap analysis compares the CIS-model with the current CIS status quo. It identifies gaps in information insert, preparation, and output, categorizes these gaps, and highlights their impact on system effectiveness for ISC and ISM. This forms the basis for suggesting practical improvements.

What practical improvements are suggested for VARTA's CIS?

The dissertation suggests practical improvements addressing the identified gaps. These include detailed discussions and examples of improvements in pricing strategies (cost-oriented and value-oriented), deviation analysis methods, and contribution benchmarking techniques. The feasibility, impact, and potential risks of these suggestions are considered.

What are the key chapters and their content?

The dissertation includes chapters on Introduction (background, research problem, justification), Methodology (research approach, information models, procedure), CIS-model (influence factors, analysis), CIS status quo (hierarchy, information insert), Gap-analysis (customer status quo, potential status quo), and Practical improvements (pricing, deviation analysis, benchmarking).

What keywords are associated with this research?

Keywords include Customer Information System (CIS), International Sales Controlling (ISC), International Sales & Marketing (ISM), Cost Accounting, Activity-Based Costing (ABC), Information Management (IM), Pricing Strategies, Deviation Analysis, Contribution Benchmarking, Gap Analysis, Information Flow, User Needs, and Decision Support.