CUSTOMER RELATIONSHIP MANAGEMENTAT Submitted to: Submitted by: MS. SUPRITI AGARWAL GROUP 8 Faculty- CRM GAURAV GOEL RAHIL KATARIA RITIKA TRIPATHI SAMSUNG INDIA-AN INTRODUCTION Samsung India Electronics Private Limited (SIEL) is the Indian subsidiary of the US $55.2 billion Samsung Electronics Corporation (SEC) headquartered in Seoul, Korea. It is the hub of Samsung’s South West Asia Regional Operations, and looks after its business in Nepal, Bangladesh, Maldives & Bhutan besides India. MISSION AND DIGITAL VISION The vision of SAMSUNG Electronics is "Leading the Digital Convergence Revolution" and our mission to carry out this vision is "Digital-ε Company. There are two requirements for being "Digital-ε Company", and the first is clearly about being "Digital" producing not just digital products, but products that inspire digital integration across our entire company. The second part of being a "ε" is to use ε- Processes connecting R&D, production, and marketing to customers, partners, and the market-disciplined approach is the way we bring value to every part of our supply chain, including products data and customer relationship through Enterprise Resource Planning (ERP). SAMSUNG Electronics will network core components such as memory chips, system-LSI and LCDs as well as A/V, computers, telecommunication devices, home appliances and other standalone products into a total solution of digital convergence era. which will make SAMSUNG Electronics a most competitive total solution provider in digital convergence. Also. electronics was restructured into 4 strategic business areas . our Home Network business will be centered on digital TV and home server and home gateway businesses. and focus on high valued products such as system LSI. 4 STRATEGIC BUSINESS AREAS SAMSUNG Electronics will strengthen its already strong core component businesses such as memory chips and TFT-LCDs.For this goal. First of all. IP Terminal. telecommunication devices and home appliances fields. we have pioneering products and technology in the semiconductors. we will focus on printers. we will focus on three network business areas. based on even SOC (System On a Chip) and SOP (System On a Panel) that are main parts of all machinery industries. info mobile as well as existing display area. . and optical components. IMT-2000 system. Mobile Network business will be based on wireless handsets. Thirdly. Also in the future. Mobile Network. small & mid-size LCDs. Secondly. in Office Network business. Office Network and Core components .that support products network. We will expand this business into PDAs and laptops and set up the next generation telecommunications.Home Network. 1 In The World Early Establishment of ε-Process To reduce the lead time on supply chain SAMSUNG electronics networked 4 processes. and Home Appliances as our new tier 1 products to strengthen 4 strategic business areas and setup firm foundation for future growth. computer peripherals. TFT-LCDs. We will include digital TVs.SAMSUNG Electronics has 9 tier 1 products in the global electronics market. CDMA handsets. SAMSUNG Electronics will converge and network SCM (Supply Chain Management). SOP and so on that are essential for network products based on core R&D technology and ε-Process. as we acknowledged the need for IT infrastructure to speed up 4 processes. and supply chain management process. Also. . It is ε-Process that connects R&D. and CRM (Customer Relationship Management) systems and set up global real-time management information systems. PDM (Product Data Management). production. display devices and more. R&D management process. Internet Based IT Infrastructure .memory chips. Also. marketing and customers. No. IMT-2000. customer management process. which are. we will focus on core components such as SOC. we adopted ERP (Enterprise Resource Planning) system in domestic and overseas subsidiaries. In addition to these tier 1 products. USA. SAMSUNG Electronics is launching a worldwide brand campaign.55 billion USD (2004) in brand equity. we will expand the marketing platform based on global CRM (Customer Relationship Management) that is applicable to all products. SAMSUNG Electronics will practice holistic marketing strategy instead of individual marketing plans to strengthen its market power and increase brand value with high quality products.BRAND VALUE In the digital era. Since 1999 SAMSUNG Electronics is practicing global brand communication strategy. products will be distinguished by brand more than by its functions or quality. Based on the research done by Interbrand INC.4billion USD (2001) to 12. For this.. Inclusive". MARKET ORIENTED ENTERPRISE SAMSUNG Electronics provides a unique solution that fits customers' needs. . Under the brand concept of "Wow. Also we will develop a digital network platform that improves compatibility between products to serve our customers with the best solution. SAMSUNG Electronics is putting and will continue to put our customers' needs first to go forward as a market-driven and reliable company. Simple. SAMSUNG Electronics is the fastest growing brand from 6. In the future. Core Values. . Change : We rapidly take the initiative in executing change & innovation with a sense of crisis: we can not survive if we do not constantly strive to innovate. Management Philosophy.OUR VALUES Our value structure follows P-V-P system. Excellence : We give our best efforts with endless passion & challenge spirit to become world best in every ways. People : We value our people with a strong belief in "A company is its people" philosophy & provide opportunities to perform their full potential. and Global Code of Conduct (Principles). ensuring fairness with honor and grace. Co-prosperity : We take full responsibilities as a good corporate citizen in pursuit of mutual prosperity of our community. it is recognized as one of the fastest growing brands in the sphere of digital technology. Today. and enjoys a sales turnover of over $ US 1 billion in a just a decade of operations in India. Samsung in India has a presence in the following areas of business: • Consumer Electronics (CE)/Audio Visual (AV) Business Home Appliances (HA) Business Information Technology (IT) Business Its operations are broadly divided into the following key sub-functions: .Integrity : We act in a right and ethical way in all manners. 1995. Initially. it later diversified into colour monitors (1999) and refrigerators (2003). nation and human society. a player only in the Colour Televisions segment. SIEL commenced operations in India in December. as the organization continues to expand its horizons.P. and Washing Machines & Refrigerators. organizing corporate social responsibility initiatives. Samsung uses many tools for innovation such as “Reduced 7 Type of Wastage & SixSigma”. Samsung India is also instrumental in carrying out Hardware Research & Development at its Noida R&D Centre. High Volume & Very High Quality Production. there is a separate department devoted completely to this function. Another function of the sales & marketing function at SIEL is public relations. U. High Efficiency Module Conveyor. This is the state-of-the-art. Here. hotels. high-tech facility for manufacturing Color Televisions. the scope of activities includes maintaining liaison with the Media. also known as corporate communications. This manufacturing unit consists of sophisticated facilities with latest Auto Insertion Machines. etc. and the number is expected to grow. movie theatres. . The focus of the R&D Centre is to customize both Consumer Electronics and Home Appliances’ products to better meet the needs of the Indian customer. banks. corporate literature. Therefore. Color Monitors. etc. Samsung commitment to grow through continuous innovation has helped us improve our productivity by 200% in the last 5 years. SIEL also has a huge clientele in the Institutional Sales space. The Sales & Marketing function at Samsung is primarily divided into two categories: • Sales & Marketing (IT) Sales & Marketing (AV/HA) Apart from sales to households through its robust distribution channel. It is the VMB (Vertical Market Business) department that is responsible for making sales to institutions such as airports. Samsung India has a network of 19 branches and 16 Area Sales Offices (ASOs) located all over the country.• Sales & Marketing Manufacturing Software Centre Operations THE SALES & MARKETING FUNCTION Headquartered in New Delhi. website management. and all modern machines geared up for High Speed. Auto PCB Tester. THE MANUFACTURING FUNCTION SIEL has its manufacturing facility at Noida. Samsung firmly believes that continuous innovation is the key to making path-breaking improvements in our products & processes and achieve productivity goals beyond imagination. DNIe vision series of Flat CTVs especially designed for the Indian market to Samsung mobiles with regional languages menus. SIEL Software Center has successfully completed more than two hundred projects in collaboration with Samsung Headquarters Visual Display and Digital Media divisions (Korea). PDAs. Digital TV Set Top Boxes. MP3/Video players. DLP TVs. Plasma and LCD TVs. 2D/3D Graphics Engines. SIEL Software Center engineers continuously strive to improve the performance and introduce innovative features to make the end products more efficient and user friendly. SIEL Software Centre is involved in the business of developing embedded and desktop software for Samsung Electronics Corporation in a variety of areas related to Analog and Digital TV.. it is important that every employee of SIEL Software Center contributes his/her fullest potential and capabilities. THE SOFTWARE R&D CENTRE SIEL Software R&D Center was set up in September 2002 as a Software R & D Centre in Noida. We design and implement some of the critical components for products such as next generation CRT and Projection TVs. SIEL Software Center . and believe in following optimized and stringent quality processes to build these world leading products. Worldwide through its cutting edge technologies Samsung aim to revolutionize the way and break the barriers to ride on the frontiers of technology to provide superior quality products to Samsung's customers. Camcorders. Multimedia applications etc. Their Engineers continuously strive to improve the performance and introduce innovative features to make these products very user friendly. Monitors and other Multimedia technologies. the Samsung R&D Centre in India is helping the company to continuously innovate and introduce products customized for the Indian market. DVD Players. We follow optimized and stringent quality processes to build these world leading products For SIEL Software Center to continue to remain a strategic and key R&D Center of Samsung Electronics. U.From color televisions designed for higher sound output. to washing machines with special “Sari Wash Course”.P. sometimes referred to as Information Management and Systems. www.com with applications such as Digital World and Call Login. and those that have. Management Information Systems are distinct from regular information systems in that they are used to analyze other information systems applied in operational activities in the organization.samsungemart. the ecommerce site for its customers forms the B2C part of SIEL’s e-marketing program. vibrancy and challenge. Samsung India Electronics Limited (SIEL).is always looking for dynamic individuals who are driven by ambition. At a time when most companies in India are still sceptical about using the Net.samsungindia. Academically. has been one of the trendsetters in this space. the company established its presence on the Web and has gone from strength to strength to establish itself as an enterprise. has not limited its activities to the mere creation of a website. consumer goods major Samsung India Electronics Limited (SIEL). The applications on the B2B front include ‘GLONET’ for its vendors. Business to Business (B2B) Global Logistics Network Systems . the term is commonly used to refer to the group of information management methods tied to the automation or support of human decision making. technologies. are the discipline covering the application of people. but has instead used it a business facilitator. ‘SERVICENET’ for authorised service centres and EDI for custom and bank. and Executive information systems Samsung India moves operations to the Net Realizing the potential of the Internet. the consumer electronics major. The significant applications under this include Customer Relationship Management (CRM) and database marketing. have limited it to the creation of a website which merely serves as an disseminator of information. Decision Support Systems. Within a mere three years since commencement of operations in 1995. e.com.g. Expert systems. Management information system Management information Systems (MIS). The company’s e-business strategy comes a full circle with the third angle providing an ‘Information Channel’ through its website www. youth. and procedures — collectively called information system — to solving business problems. As soon as the purchase order is raised. “The implementation of GLONET has shortened the business cycle since it has helped us optimize the logistics processes including Just In Time Delivery (JIT System) and replenishment. Hence. In this way. The purchases from the Singapore Spare Parts Centre too are done online. the need to connect them was something the company couldn’t afford to ignore. GLONET is being used to effectively purchase Samsung India’s requirements from its International Procurement Offices as well as vendors in India. it is transmitted to the vendor real-time as the system is Web based. the GLONET system (an extranet for SIEL) has evolved beyond being a simple application for business application transaction with vendors and has become an advanced application supporting complete business communication between the two parties. With more that 5504 service centres. Samsung launched its B2B initiative. This marked the company’s first initiative on the B2B front. Account reconciliation with these vendors is also done online. in 2000. Chopra points out that even communication in terms of material rejection etc are transmitted to vendors online. which form the bulk of Samsung’s sourcing (26 domestic and 30 international) through Samsung’s GLONET. The EDI Application extends from order placement and sharing of the production plan (4 weeks fixed and 12 weeks rolling production plan) to invoicing. A . SIEL realised the need for streamlining its processes with its vendors to lead to more efficient and transparent functioning. This involved linking the key vendors.(GLONET) Vendors: With sourcing for production being done from both domestic and international markets. The sharing of planning information and automation of business process with its vendors has also helped the company reduce inventory levels and curtail wastage. SERVICENET Authorized Service Centers The next B2B project on hand for SIEL’s IT department was the automation of its authorised service centres (ASC). The key benefits of Service net include: . in an effort to e-enhance the organisation. Now. service centres are better placed to respond to customers since Service net links ASC with Samsung’s four regional parts distributors and 15 Gold ASCs. defect ratio and early warning signals and technical approval system for field defects. The system essentially translates into an entire service network being linked through the Net for day to day working. it can now draw spares not just from the Singapore depot but from any of the other subsidiaries depending on its need. when the authorised service centre logs onto ServiceNet. the ASCs are linked with the Regional Parts Distributors and the CS Head Office through the Internet. which the service centre can access at the click of a button. which in turn is linked to the ASCs through Service net. Based on the spares stocking and consumption levels at the National Spares Warehouse. Samsung India started using SAP for service from September 1. gain access to the IT team at SEIL Samsung personnel directly. Service manuals and technical bulletins training material. order or follow up on its order for spares. calls management. in 2001. At any point of time. service related manuals and other communication material are all available online. track warranty claim status and in case of problems.Accordingly. Samsung India set up its online B2B application for ASCs called Servicenet. it can get accurate information on spares availability. With this. the MegaSys system automatically generates weekly orders to the Singapore regional depot for spares. This in turn is linked to Samsung’s South East Asian subsidiaries as it is integrated at the backend with SAP R/3 of Samsung India and Samsung Asia for LPA VISION spare parts Management and automatic planning of spare parts. inventory management. the entire service and Spares Management of Samsung India was Web enabled. With Samsung India integrating its spares management operations with this system. “In this way. with the implementation of Servicenet. The modules in this package include ASC/ASP management. 2001. Facilitating much faster and easier communication e-banking: As part of its e-banking initiative. reconciliation. f. e. accounts status. Facility to place orders online with the spares made available within the next 24 hours c.samsungindia. the portal www. d. b. Enhanced efficiency in servicing customers in terms of spares management.” In fact. Reduced obsolescence and manual errors. All applications related to employees salary such as balance confirmation. Samsung’s Customer Club and Samsung Infotainment. and hence need not stock-up unless required. The whole idea of creating a new integrated site is to give Samsung sites across different subsidiaries a synergy in terms of look and feel and a common brand feel. Shifting of the Spare Parts Ordering Cycle from a monthly to a weekly basis and consequent reduction in spares inventory levels in quantity and amount at ASC by 50 and 35 percent respectively. in addition to serving as a complete information channel for SIEL. the company has automated most of its financial processes and transactions online. online call logging for customers to register their calls with the company. The online banking application also covers applications related to customs in its purview of functioning. Samsung Digital world. Transparency in the system since the ASC can check stock availability in the warehouse of the parts distributor. To ensure the smooth functioning of this system. in order to facilitate online buying.a. Information Channel Though established with the objective of functioning merely as a website for the company. collection.com now leverages the Net to help in brand building and Customer Relationship Management (CRM). withdrawal etc covering the entire gamut of banking applications have been put online. The site is linked to Samsung e-mart. assisting in realizing better return on investment and reduced cost. even account reconciliation with vendors is done online. . the company has even tied up with some key bankers. the application also provides for escalation of calls to the next level if they are not met with satisfactorily within a specific time period.co/india for registering their calls and are given a unique call reference number for tracking their call. which represents an initiative to build and enhance a long-term personalised relationship with Samsung Customers and reinforce brand loyalty amongst Samsung Product Owners. Samsung India has made a Samsung Customer Club online called ‘Samsung Digital World’. customers buying through Samsungemart can gain automatic access to Samsung Digital World. this section has a mix of games and contests built around the Samsung Brand.. Developed with the idea of creating a Fun Zone on the Samsung website. At the customer end.samsung.Samsung Digital World (SDW): SDW is one of the key applications supported by samsungindia. thus making it easier for ASCs to process customer calls leading to customer satisfaction. Infotainment: Samsung Infotainment was created as a special entertainment centre on the Samsung website in August 2001. For instance. To improve the robustness of the applications. they can even authenticate the serial no of the product bought by the customer. SDW acts as a tool for facilitating SIEL’s CRM activities. They view Samsung Digital World as a forum for our exclusive customers to interact with and build a relationship with the company. Samsung has built cross links between the different properties on the website. The application is linked with Service net at the back-end to transfer all their complaints. Since they have integrated the system at the back-end with SAP. service requirements such as product demonstrations etc to the service centers. . Online call logging: SIEL introduced its online call logging facility with a view to better serve its customers.000 Samsung customers as its members. The success of the initiative can be gauged from the fact that in the first six months of its launch itself SDW got over 50.com.” Customers who have registered themselves for Samsung Digital World offline too can check their point status by logging on to the Samsung website. For the ASC which gets the call. Samsung customers can log on to the www. it translates into accurate customer call data. It is in fact aggressively working towards increasing its online B2C revenues to contribute about 1-2 percent of its total revenues in the time to come. working of technologies. the IT team is working on features such as introducing more transaction security in the site to overcome the biggest hurdle to B2C in India. Business to consumer (B2C) Samsungemart. contests designed around products. It is very important to establish and stabilise our B2C presence by the time this market picks up. However. Currently. track projects.com. The information in the database is also used for understanding customer behaviour to build up effective CRM activities. with most of the sales being gifting orders. This is being used for promotional activities and direct mailer marketing. weekly Quiz and e-Greeting cards. A very minuscule portion of company’s revenues comes from this channel. However. Enterprise resource planning Enterprise Resource Planning (ERP) systems are the nervous system of an organization. the application also helps the company in online marketing activities through its massive customer database.com: SIEL launched its B2C e-commerce application in the year 2000 through its B2C mall. tracking and coordinating vital operational support. the idea is to build the brand value and image through this channel leading to both offline sales and online sales through samsungemart. Features include information on the company and its products. assist in decision-making. and support numerous industry- .com. samsungemart. all products of the company are available through this channel. “Even though the B2C space has not picked up well. the revenues are enough to sustain the expenses for maintaining the application. articles.The whole idea behind Infotainment is to create a zone where the Samsung Customer or a visitor on the website gets a chance to interact with the brand and also learn something new about Samsung products. For this. They move products. Further. place orders. the company is not just waiting passively for the market to dictate terms. the advertising and even how the technology works. an entry into this space was imminent to prepare ourselves for the future surge in B2C sales. The second part of being a "ε" is to use ε. and the market-disciplined approach is the way we bring value to every part of our supply chain. Each of them represented a different stage of Samsung’s growth from a domestic industrial leader to a global electronics powerhouse. and in itself. brokerage. customer-oriented information system. including products data to and customer relationship through Enterprise Resource Planning (ERP). Using Sybase® technology. Whether it was “Economic Contribution to the Nation”. international securities business. most organizations have their ERP environments firmly in-place and under. established in 1992. Samsung Electronics Global Mission & Vision would be achieved through nine action values: • Continuous Innovation Creativity Challenge Strategic Focus Speed Simplicity Empowerment Crisis Awareness Customer Focus Sybase® technology. Implemented primarily in the 1980s and 1990s.specific needs. and the first is clearly about being "Digital" producing not just digital products. Samsung Electronics. underwriting and distribution of securities.Processes connecting R&D. engages in trading. Samsung has continually refined its Mission statement to respond to changes both in the world. partners. and marketing to customers. Key Benefits • Reduces transaction close time from four hours to 30 minutes Accommodates a tenfold increase in transactions Consolidates view of customer portfolios Sybase Technology Sybase Adaptive Server® Enterprise Sybase Replication Server® Sybase EAServer Maintaining the Leadership Position Samsung Securities. has the following as its Vision and Mission. Samsung Securities—a company engaged in trading. brokerage and underwriting and distribution of securities—needed to build a secure. each slogan had the quality of representing the most significant moments in Samsung’s history. production. but products that inspire digital integration across our entire company. There are two parts of being a "Digital-ε Company". . Samsung created a data management solution that improves productivity and customer satisfaction. “Priority to Human Resources”. or “Pursuit of Rationalism”. trust business. Ever since its inception in1938. the flagship company of the Samsung Group currently positioned as a high technology leader. SUPPLY CHAIN MANAGEMENT while the introduction of value-added tax (VAT) in the country is still in the offing. customer service and system competitiveness. the Sybase solution provides enhanced productivity. the new system provides comprehensive account and commodity information for each customer. With numerous securities firms on Wall Street using Sybase solutions. such as the reduction of time for daily transactions closure from three to four hours to 30 minutes.It has 111 branch offices with 2. And for the employees.they had to perform SQL tuning for a very sensitive program. Samsung Securities felt that Sybase provided large-scale data management solutions with proven success.549 employees. Sybase EAServer provides the application layer to supply Webenabled application access.” From the management-efficiency perspective. Samsung. like other corporate. customer-oriented information system. Samsung Securities implemented a customer-oriented distribution system and increased the speed of transaction processing. which provided a 400 percent speed improvement. Samsung Securities now experiences benefits in numerous areas. Sybase ASE coupled with Sybase Replication Server was considered to provide fast response speeds. With the objective of implementing a competitive system as a comprehensive investment bank. so we had to take a closer look. and to implement a customer-oriented information system. is strategizing about the changes it would have to make in its supply chain management to take maximum advantage of the new tax . despite the new server environment. Productivity and Customer Service With the help of Sybase technologies. the company was the first in the Korean securities industry to construct a client/server structure on a large-scale system. Samsung Securities undertook the contract sheet transfer project. To eliminate inefficiency and inflexibility with contractor-based management of contract sheets. The project’s aim was to improve customer satisfaction and productivity by building a secure. The new system enables customers to perform commodity transactions with a single integrated card and engage in different online transactions at every branch. Improved Speed. “We could not achieve the desired speed. In the end. Proven Technology Using Sybase Adaptive Server® Enterprise (ASE) and Sybase Replication Server®. This will help in integrating a vast distribution system spread all over India and across the world. SmartTran Mainframe-to-Web Integration Technology EnterpriseLink Technology Corporation. "Efficiency will definitely increase with the introduction of VAT. the company estimates that if VAT is introduced in the country. has a partnership agreement with Samsung Information & Telecommunications. The executives will be required to take an exam on the subject and pass it too. a leading provider web-to-host integration tools. It will also cut down costs and increase profitability. a $500 million division of Samsung Corporation. while most companies are still working on a monthly system. Implementation of a country wide new WAN Infrastructure for running centralized ERP system. Extension of Reach System to distributors for capturing Secondary Sales Data. it will be able to bring down the number of warehouses from 25 to 20. In a large country like India. Towards this overall goal of technology-driven performance. there is a bigger opportunity to save money on the supply chain management (SCM) side". In fact. IT INITIATIVES: In Samsung India Limited knowledge and technology are key resources which have helped the Company achieve higher levels of excellence and efficiency. . "In fact. Samsung is utilizing Information Technology in a big way. Roll out of IT services to new plants and CFAs. we switched to a weekly one several years ago and are now running a pilot in Korea to reduce the cycle to a daily basis.regime. Setting up of new Data Centre at KCO Head Office. Samsung’s major IT Initiatives • Migration from Baan and Mfg ERP Systems to centralized SAP ERP system from 1st April 2006 for all business units. Samsung is running several pilot projects globally to improve efficiency on the supply chain side and make it more "speedy". H. "In the current Korean economic environment.Under the terms of the agreement. The SmartTran technology is the first to offer Korean corporations a tool that quickly creates customized interfaces with the power to change the interaction between a user and a legacy application. service and support EnterpriseLink's SmartTran web-to-host integration software throughout Korea. With SmartTran we can deliver a full range of intranet and extranet applications that effectively leverage mainframe systems. Korean companies and the government are interested in preserving and extending the significant investments they have in mainframe systems and applications. Enterprise Link's SmartTran offers a very cost-effective way to take advantage of legacy systems. This new functionality can include access to intranets. new web applications can be delivered in a much shorter time than with other tools and approaches. applications and data. reducing costs and leveraging current investments are very important. Also of interest are a number of intranet opportunities: for example. SmartTran is the only mainframe-to-web tool that offers full control over mainframe applications without programming. Samsung will market. rapid-delivery alternative to client/server solutions. extranets and mobile computing. with SmartTran. The SmartTran products from EnterpriseLink allow Korean companies to quickly and easily add new functionality to mainframe applications to extend their life. What is more. In many situations. enabling overseas offices of Korean companies to communicate effectively with headquarters systems. A large percentage of Korean organizations run on mainframes. Bae of the New Media Division of Samsung Information & Telecommunications. Samsung Fire & Marine Insurance is currently developing an extranet application and Samsung Life Insurance is working on an intranet/extranet application. as well as supply chain automation applications in manufacturing companies. without programming." said B. increasing efficiency. sell." Samsung is interested in tapping the significant opportunities in Korea for extranet businessto-consumer applications in insurance and home banking. . the SmartTran approach offers a lower-cost. Once the system is installed it is expected to provide the following features: Facilitate the communication between all members. Again. Many techniques were used and adapted from a number of methodologies e. which are vital for the successful development of most systems. . Samsung India can now enable growth and scalability of the group’s business and culture. The project has covered all the software engineering phases. The benefit of placing the system on the network was that the system could be more easily maintained. a number of techniques were applied in the data modeling stages that helped to visually represent the different processes and data flows in the system. Updates and all modifications need to be done only once and every copy of the database accessed by the users is automatically updated too.g. make data storage and manipulation more effective and easier information to customers.The MIS automates the Samsung’s daily tasks. at a faster rate and help enhance the daily work of the users. a rapid application development (RAD). as well as providing a fun element for the members to use outside work hours. Also placing the MIS on the department’s network gave the system more security as Novell’s security features were applied to restrict the access only to the members.