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Application of Information Systems in It and Ites Industry

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Application of Information Systems in IT and ITeS Industry

Information Technology is the study, design, development, implementation, support or management of computer-based information systems, particularly software applications and computer hardware. IT deals with the use of electronic computers and computer software to convert, store, protect, process, transmit, and securely retrieve information. Hence building Information systems for clients-BFSI, insurance, hospitality etc-is the major bread earner for the IT industry. However, as with other organizations, IT and ITeS companies also use information systems for their own operations- sometimes using their own software systems.

Transaction Processing System in this industry collects, stores, modifies, and retrieves the transactions of an organization. A transaction is an event that generates or modifies data that is eventually stored in an information system. Transaction in this industry can be booking of orders by clients, making payments, accounting purposes, maintaining payroll, inventory management etc. Sales management, customer tracking in the marketing department, general ledger, billing, cost accounting in the accounting department, and maintaining personal records, compensation, training etc in the HR department are the major applications of TPS. However it is to be kept in mind that TPS in an IT company is not as rigorous and vast as that in banking or any other service industry. This is mainly because IT and ITeS caters to the Business to Business (B2B) segment unlike others.

Business Process Outsourcing that comprises an integral part of the ITeS industry uses Transaction processing system to operate itself at the lower management level. BPO is often divided into two categories: back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support. When the outsourced job contracted by the BPO is the former, then different TPS systems are used for doing the same. At the same time, call centre employees use different kinds of TPS databases for customer care processes as well as serving their various client bases. For example, Call Center Forecaster-Scheduler is a spreadsheet (Excel) program that allows companies to forecast intra-day call volume and service levels for a center. The program will forecast volume and service levels for the rest of the day based on early morning volumes. Its also a scheduling program that instantly tells what service levels to

expect as you make adjustments to the schedule or call volumes. It will automatically forecast your volume for the rest of the week and for the next 3 weeks. One can also create annual forecasts that will be broken out by months.

Managerial Information System in IT has several applications and implementations. Information



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