Post on 04-Jun-2018
transcript
8/14/2019 MIS Presentation.pdf
1/11
BIJAYA JENA - 14DEVENDRA NARAYAN PANDEY - 22
JIBANANDA SAMAL 31KANNAN BABU - 35
MANOJ KUMAR PRADHAN - 37SOUVESH S JENA - 51
CASE
STUDY ON
8/14/2019 MIS Presentation.pdf
2/11
HISTORY
1958 Established in Los Angeles, California,Founder Al & Jerry Lepin
1973 IHOP acronym was introduced 1993 System wide sales reached $1billion
1999 Trading in NYSE in the name IHP
2004 Winning advertising and marketingawareness awards.
2008 Celebrated 50th anniversary
8/14/2019 MIS Presentation.pdf
3/11
CASE BACK GROUND
IHOP one of the biggest family restaurant in US More than 90% outlet operated by franchisee
Slogan Come Hungry and Live Happily
Approximately 1200 restaurants located in 49states including Canada and Mexico.
8/14/2019 MIS Presentation.pdf
4/11
OPERATIONAL ISSUES
IHOP had been conductingresearch on customer onregular basis
05 different systems were inuse for processing customer
data Each IHOP division worked with
different slice of customers.
No method for synchronizing orcleansing data.
Inability to measure customer
8/14/2019 MIS Presentation.pdf
5/11
Most companies know the importance of knowing asmuch as possible about their customers. Typically,there is a lot of information on record, but it is rarely
collated into a sound knowledge base.
SCATTERED DATA
8/14/2019 MIS Presentation.pdf
6/11
SWOT ANALYSIS
8/14/2019 MIS Presentation.pdf
7/11
A single central company wide repository ofall its customers information, that could be
provided in quantifiable way
RECOMENDATION
8/14/2019 MIS Presentation.pdf
8/11
IHOP focused on coordinating the business
process surrounding a firms interactions with itscustomers in sales and marketing .
IHOP used Oracle Customer Data Hub whereby
data flows from one department to the otherwithout any paper being generated.
Oracle Teleservice also assisted IHOP to
increase customer satisfaction while reducingservice costs.
8/14/2019 MIS Presentation.pdf
9/11
Oracle Tele ServiceOracle TeleService is the contact center
application that delivers effective andpersonalized customer service whilereducing costs.
It is the key component of the OracleCustomer Relationship Management
solution, the integrated suite that drivesprofitable customer interactions.
Benefits:
Resolve issues faster
Reduce cost of service
Drive revenue from service interactions
8/14/2019 MIS Presentation.pdf
10/11
CustomerRelationship
ManagementCustomer Relationship Management isestablishment relationships betweenconsumers and organizations.
CRM is both a business andtechnology discipline for managingcustomer relationships to optimizerevenue, profitability, customersatisfaction.
IHOP implemented to improve theircustomer data by integrating all thedatabase they have.
8/14/2019 MIS Presentation.pdf
11/11