Information Systems homework help

Information Systems homework help. Assessment Details
Page | 2
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
Assessment 1: Online Quiz
Due date: Week 4
Group/individual: Individual
Word count / Time provided: 30 minutes
Weighting: 10%
Unit Learning Outcomes: ULO-1
Assessment Details:
This online quiz will assess your knowledge of key content areas (Week 1, 2 and 3 contents) and to
identify further support needs. For successful completion of the quiz, you are required to study the
material provided (lecture slides, tutorials, and reading materials), engage in the unit’s activities, and
in the discussion forums. By completing this assessment successfully, you will be able to identify key
aspects of scope management as per best project management practices.
The quiz will be completed online through the APIC Online Learning System (OLS).
Marking Information: The quiz will be marked out of 100 and will be weighted 10% of the total unit
mark.
Assessment 2: Case Study-1
Due date: Week 6
Group/individual: Individual
Word count / Time provided: 2000 words
Weighting: 20%
Unit Learning Outcomes: ULO-1, ULO-2, ULO-3
Course Learning Outcomes: CLO-1, CLO-2, CLO-6, CLO-8
Graduate Attributes: GA09, GA10
Assessment Details:
This Assignment assesses the student’s application of the theoretical learning to practical, real
world situations.
Students should identify a problem (s) in an organisation where you are currently working or
previously worked. Identify a need for an information system product (only one information
system product) that helps to solve problem. Do not focus on a problem that has already been
solved. Also do not focus on many problems at the same time.
The following areas should be covered in your assignment:
1. A brief introduction of the organisation selected. Identify a need for an information system
that helps solve a problem.
2. Provide a description of the problem, as much as possible in terms of loss of funding or profit
due to outdated systems use, poor systems, increased customer complaints; specific quality
concerns; high staff turnover; decreased market share.
Page | 3
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
3. The problems should then be considered and analysed in terms of material drawn from any
two topics studied as part of this subject. For an example, you may choose to apply cloudbased platform to solve an organisation problem, or use models or concepts related to IS. Try
to choose the topic models/concepts that seem to offer the most useful insights into the
problem. Do not try to deal with many models or concepts.
4. IT plays a strategic role by adding value and providing a competitive advantage through
innovative application of IT. Identify how IT adds business value to your organisation.
5. Design a change program or set of activities and procedures for improvements. The change
program or set of activities or procedures need to ensure that it solves the problem or
improves the situation. You also need to provide a list of recommendations.
6. A report of 1200 to 1500 words summarising your analysis must be submitted on the due date.
Your report must have a cover page duly completed and signed, and it must be fully referenced.
7. Penalty for Late submission: a deduction of 5% of the total mark shall be imposed on each of
the next subsequent days.
Marking Information: The Case Study-1 will be marked out of 100 and will be weighted 20% of the
total unit mark.
Marking Criteria and Rubric
Marking
Criteria
Not satisfactory
(0-49%) of the
criterion mark)
Satisfactory
(50-64%) of the
criterion mark
Good
(65-74%) of the
criterion mark
Very Good
(75-84%) of the
criterion mark
Excellent
(85-100%) of the
criterion mark
Paper Focus:
Purpose/
Position
Statement
(20%)
Fails to identify a
relevant research
topic or is not clearly
defined and/or the
paper lacks focus
throughout.
Identifies a research
topic but may be
too broad in scope
and/or the paper is
unclear and needs
to be developed a
lot further. Focal
point is not
consistently
maintained
throughout the
paper.
Identifies a research
topic but may be too
broad in scope and/or
the thesis is somewhat
unclear and needs to be
developed further.
Focal point is
somewhat consistently
maintained throughout
the paper.
Identifies a relevant
research topic and a
thesis that provides
adequate direction
for the paper with
some degree of
interest for the
reader. The paper
states the position,
premise, or
hypothesis, and is the
focal point of the
paper for the most
part.
Identifies a relevant
research topic that
provides direction for
the paper that is
engaging and thought
provoking. The paper
clearly and concisely
states the position,
premise, or hypothesis
and is consistently the
focal point throughout
the paper.
Analysis
(30%)
Demonstrates a lack
of understanding and
inadequate analysis
of the research topic.
Analysis is superficial
based on opinions
and preferences
rather than critical
analysis.
Demonstrates
general
understanding with
very limited critical
analysis of the
research topic.
Summarizes
perspectives,
counter-arguments,
or opposing
positions.
Demonstrates general
understanding with
limited critical analysis
of the research topic.
Summarizes
perspectives, counterarguments, or opposing
positions.
Demonstrates an
understanding and
some critical analysis
of the research topic.
Adequately
compares/contrasts
perspectives,
counter-arguments,
or opposing positions
but broader
connections and/or
implications are not
as thoroughly
explored.
Demonstrates a
sophisticated
understanding and
careful, critical analysis
of the research topic.
Compares/contrasts
perspectives, considers
counter arguments or
opposing positions, and
draws original and
thoughtful conclusions
with future
implications.
Page | 4
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
Evidence
(Sources)
(30%)
Lacks sufficient
research sources to
support the central
position and/or, if
included, are
generally not
relevant, accurate, or
reliable. Contains
numerous factual
mistakes, omissions,
or oversimplifications.
Sources, if included,
are not properly
referenced and cited
in the paper.
Provides very
limited evidence to
support the central
position with only a
few research
sources. Some
sources may not be
relevant, accurate,
and reliable and/or
appropriately
referenced and
cited in the paper.
Provides some evidence
to support the central
position with only a few
research sources. Some
sources may be
somewhat relevant,
accurate, and reliable
and/or appropriately
referenced and cited in
the paper.
Provides essential,
accurate evidence to
support the central
position with the
required (7) research
sources including 1
source from a
periodical database
that are mostly
relevant, accurate,
and reliable. Sources
are referenced and
cited appropriately
throughout the paper
for the most part.
Provides compelling
and accurate evidence
to support in-depth the
central position beyond
the required (7)
research sources with
at least 1 source from a
periodical database.
Research sources are
highly relevant,
accurate, and reliable
and add to the strength
of the paper; and are
effectively referenced
and cited throughout
the paper.
Organization
(10%)
Paper lacks logical
organization and
impedes readers’
comprehension of
ideas. Central
position is rarely
evident from
paragraph to
paragraph and/or the
paper is missing
multiple required
components.
Paper is less
organized, although
occasionally ideas
from paragraph to
paragraph may not
flow well and/or
connect to the
central position or
be clear. May be
missing a required
component and/or
component may be
less than complete.
Paper is somewhat
organized, although
occasionally ideas from
paragraph to paragraph
may not flow well
and/or connect to the
central position or be
clear. May be missing a
required component
and/or component may
be less than complete.
Paper is adequately
organized. Ideas are
arranged reasonably
with a progression of
thought from
paragraph to
paragraph connecting
to the central
position. Includes
required components
(introduction, body,
conclusion, Reference
List, etc.) for the most
part.
Paper is effectively
organized. Ideas are
arranged logically, flow
smoothly, with a strong
progression of thought
from paragraph to
paragraph connecting
to the central position.
Includes all required
components
(introduction, body,
conclusion, Reference
List, etc.).
Writing
Quality &
Adherence to
Format
Guidelines
(10%)
Paper shows a below
average/poor writing
style lacking in
elements of
appropriate standard
English and following
proper Harvard
guidelines. Frequent
errors in spelling,
grammar,
punctuation, spelling,
usage, and/or
formatting.
Paper shows below
average and/or
casual writing style
using standard
English and
following Harvard
guidelines. Some
errors in spelling,
grammar,
punctuation, usage,
and/or formatting.
Paper shows an average
and/or casual writing
style using standard
English and following
Harvard guidelines.
Some errors in spelling,
grammar, punctuation,
usage, and/or
formatting.
Paper shows above
average writing style
and clarity in writing
using standard
English and following
Harvard guidelines.
Minor errors in
grammar,
punctuation, spelling,
usage, and/or
formatting.
Paper is well written
and clear using Harvard
guidelines and standard
English characterized by
elements of a strong
writing style. Basically,
free from grammar,
punctuation, spelling,
usage, or formatting
errors.
Page | 5
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
Assessment 3: Case Study-2
Due date: Week 9
Group/individual: Individual
Word count / Time provided: 2500 words
Weighting: 30%
Unit Learning Outcomes: ULO-1, ULO-2, ULO-3, ULO-4, ULO-5
Course Learning Outcomes: CLO-1, CLO-4, CLO-6, CLO-8, CLO-9
Graduate Attributes: GA09, GA11, GA12
Assessment Details:
Read the case study below and complete the exercise at the end.
Hotwire.com Gains Control of Hotel Partner Information Hotwire.com advertises four-star hotels at
two-star prices throughout North America and Europe. By building businesses partnerships with more
than 7,000 hotels across North America, Hotwire assists its hotel partners in filling otherwise empty
rooms and helps its customers by finding them rates discounted by as much as 60 percent. Hotwire
maintains a wealth of information about each of its 7,000 hotel partners. Besides basics such as
location, amenities, customer reviews, and prices, it also maintains information about the number of
available rooms. Much of the information Hotwire tracks changes frequently. Maintaining accurate
and up-to-date information is a key to success in this highly competitive business. Until recently,
Hotwire maintained its hotel information on shared Excel spreadsheets. Hotwire employees kept the
information up to date by accessing the shared spreadsheets over the corporate network. Various
applications drew information from the spreadsheets to provide Hotwire the information it needed
to provide its customers with deals. Unfortunately, the system was prone to errors and extremely
difficult to maintain. Hotwire systems analysts considered the problem and possible solutions. The
data that the system manipulated was well defined, as were the processes that were applied to the
data. The problem lay in the manner in which the data was stored and accessed. It was clear to Hotwire
analysts that a centralized database-driven system would allow Hotwire to gain better control over its
data. Hotwire analysts considered costs and benefits of designing its own database and DBMS
compared to outsourcing the service to a provider. Upon evaluation of the requirements for the
system, they discovered that the data Hotwire was managing could be easily managed by a Customer
Relationship Management (CRM) system, even though its partner hotels were not exactly customers.
Hotwire systems analysts evaluated a variety of CRM solutions and found the one from Salesforce to
be most effective and feasible in terms of cost and technology. The Salesforce CRM allows Hotwire
employees to access hotel data through a user-friendly Web-based interface from any Internetconnected computer. Hotwire data is securely stored and maintained on Salesforce servers, relieving
Hotwire of that costly responsibility. Hotwire system engineers customize the CRM to deliver the
information and reports needed by Hotwire managers and systems. The new system has improved
data reliability and accuracy, allowing better management of the information, happier customers, and
improved relationships with Hotwire partners.
Reference:
SOURCES: “Hotwire Uses Salesforce CRM to Keep Tabs on More Than 7,000 Hotel Partners Across
North America,” Salesforce success stories, www.salesforce.com, accessed May 25, 2010; Salesforce
Page | 6
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
CRM Web site, www.salesforce.com/crm/products.jsp, accessed May 25, 2010; About Hotwire,
www.hotwire.com/about-hotwire/press-room/factSheet.jsp, accessed May 25, 2010.
Exercise:
Imagine you run a hotel business similar to Hotwire.com. You have many employees working in Asia,
Europe and North America. You also have many departments such as supply chain, human resources,
sales, marketing, finance, HRM etc. You are in need to introduce a CRM system to suit your growing
demand of customer and business needs. In deciding whether the CRM suit your needs, you are
required to investigate the following through considerable amount of literature review.
1. Summarize the case study objectives.
2. What is the problem presented in the case study?
3. What is Customer Relationship Management? Identify different types of CRM software and select
best ones that meet your business needs. Explain your decision.
4. Why do you think it would be beneficial for your company to introduce CRM systems into the
business?
5. How do you think system engineers determined that it was a good time to invest in this
information systems development project?
6. What benefits did Salesforce provide Hotwire.com over its previous system?
7. What considerations are required in deciding whether to host your own system or outsource to a
vendor like Salesforce?
• Penalty for Late submission: a deduction of 5% of the total mark shall be imposed on each of
the next subsequent days.
Marking Information: The Case study-2 will be marked out of 100 and will be weighted 30% of the
total unit mark.
Marking rubric:
Marking
Criteria
Not satisfactory
(0-49%) of the
criterion mark
Satisfactory
(50-64%) of the
criterion mark
Good
(65-74%) of the
criterion mark
Very Good
(75-84%) of the
criterion mark
Excellent
(85-100%) of
the criterion
mark
Introduction
(10 marks)
Poor Introduction with
irrelevant details
Introduction is
presented briefly
with some
relevance and
missing elements
such as summary of
case objectives,
problem/ report
outline
Introduction is
generally presented in
good fashion,
however missing one
element such as
summary of case
objectives,
problem/report
outline
Introduction is well
written with clear
discussion about the
summary of case
objectives,
problem/outline of
report
Introduction is very
well written with very
clear background,
discussion about the
summary of case
objectives,
problem/report
outline
Page | 7
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
Content
Understanding of
the Key
components
including CRM,
salesforce, benefits
of CRM to
company,
outsourcing
analysis.
(30 marks)
Lack of evidence of
adequate understanding
of the selected project
case. Majority of
information irrelevant
and significant points left
out.
Evidence of
unsatisfactory
knowledge and skills
of CRM, salesforce,
benefits of CRM to
company, outsourcing
analysis.
Has given a factual
and/or conceptual
knowledge and skills.
Evidence of average
knowledge of CRM,
salesforce, benefits of
CRM to company,
outsourcing analysis.
Reasonable
knowledge and skills.
Demonstrated
understanding of
CRM, salesforce,
benefits of CRM to
company, outsourcing
analysis.
Has excellent skills in
developing covering
case study analysis.
All questions
answered.
Comprehensive and
complete coverage of
information. In-depth
and profound
understanding of
CRM, salesforce,
benefits of CRM to
company, outsourcing
analysis.
Essay organization
How logically
arguments are
stated and how
critically problems
are analysed
(20 marks)
Does not clearly state a
conclusion or point of
view or else little or no
supporting reasoning or
evidence is presented.
Problem situation is not
critically analysed
States a conclusion or
point of view but does
not organize the
evidence or reasons in
a logically adequate
way. Analysis of the
problem situation is
not that satisfactory
States a conclusion or
point of view but
expected to be
organized more
logically. Analysis of
the problem situation
is so far reasonable.
Presents an argument
using evidence and /or
logical reasoning in
support of a point of
view. Problem
situation is analysed
with satisfactory level
of critical analysis
skills.
Develops a clearly
articulated argument,
using evidence and/or
systematic logical
reasoning in support
of a conclusion or
point of view. The way
problem situation is
analysed requires high
level of critical
analysis skills.
Working
Mechanism
(20 marks)
Poor discussion with
irrelevant information
Brief discussion about
working mechanism of
CRM systems
Generally good
discussion about
working
mechanism of CRM
systems
Very clear working
mechanism of CRM
systems
A very detailed
and very clear
working
mechanism of CRM
systems
Summary
(10 marks)
Summary not
relating to the
report
Brief summary of the
report with some
relevance
Generally good
summary of the
report
A section clearly
summarizing the
overall
contribution
A section very
clearly
summarizing the
overall
contribution
References and
citation
(10 marks)
Lacks consistency
with many errors.
Unclear
referencing/style
Generally good
referencing/style
Clear referencing/
style
Clear styles with
excellent source
of references using
Harvard referencing.
Assessment 4: Tutorial Participation and Submission
Due date: Week 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
Group/individual: Individual
Word count / Time provided: N/A
Weighting: 10%
Unit Learning Outcomes: ULO-1, ULO-2, ULO-3, ULO-4, ULO-5, ULO-6
Course Learning Outcomes: CLO-1, CLO-2, CLO-3, CLO-4, CLO-5, CLO-7
Assessment Details:
Different exercises assess students’ ability to understand theoretical materials on a weekly basis.
Students will be given simple activities each week and will be required to provide answers and
Page | 8
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
achieve identified outcomes. The assessment requires students to do the lab/tutorial activities
advised by the lecturer.
Students will not be assessed on work that the tutor has not seen them produce in class so that
attendance is required as part of this assessment. Students are required to submit the work that
they have completed during the tutorial session. The details of the tutorial work and requirements
are provided on the online learning system.
Marking Criteria and Rubric: The assessment will be marked out of 100 and will be weighted 10%
of the total unit mark
Marking Criteria Not satisfactory
(0-4) mark
Satisfactory
(5-8) mark
Excellent
(9-10) mark
Week-1 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-2 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-3 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-4 (marked 0 – 10)
(10%)
submission satisfactory
submission
excellent submission
Week-5 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-6 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-7 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-8 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-9 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Week-10 (marked 0 – 10)
(10%)
Attendance and no
submission
Attendance and
satisfactory
submission
Attendance and
excellent submission
Page | 9
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
Assessment 5: Report
Due date: Week 12
Group/individual: Individual
Word count / Time provided: 2500 words
Weighting: 30%
Unit Learning Outcomes: ULO4, ULO5, ULO6, ULO7
Assessment Details:
The report will assess your knowledge of key content areas in information systems. For successful
completion of the case study report, you are required to study the material provided (lecture slides,
tutorials, and reading materials), engage in the unit’s activities, and in the discussion forums. You
are required to propose enterprise resource planning system for Linfox. You need to investigate the
feasibility of implementing ERP for Linfox. The prescribed textbook is the main reference along with
the recommended reading material. By completing this assessment successfully, you will be able to
identify key aspects of information systems. This will help in achieving ULO4, ULO5, ULO6, and ULO7.
Exercise
Linfox is an Australian logistics company, headquartered in Melbourne. There are 24,000 employees
spanning over twelve countries. Linfox Logistics is Asia Pacific’s largest privately-owned logistics. The
company needs your help to improve internal business processes and overall business performance
of the company. The company is planning to make a significant investment in an enterprise resource
planning system (ERP) but need your advice prior to making a decision to integrate all of its business
processes. The company wants to integrate business processes in manufacturing and production,
finance and accounting, sales and marketing, and human resources. In addition the company want
to reduce labour costs, IT expenses and improve interactions between staff and companies. In
deciding whether the ERP system suit the company needs, you are required to conduct literature
research and include the following in the report:
1. What is meant by an ERP system?
2. Discuss business value of ERP system for Linfox.
3. Using an example (s), discuss how does ERP system work for Linfox. You can also illustrate with a
diagram.
4. Identify leading ERP software and select the best ones that suit the company needs. Explain your
decision.
5. Do research on the cost of the ERP system for large company such as Linfox. Make comparisons of
ERP vendors that are classified as Tier I, II or III according to the type of customers they target.
Which Tier do you think is suitable for Linfox business needs? Explain your selection.
6. Identify and discuss challenges to the successful implementation of ERP system for Linfox.
• Penalty for Late submission: a deduction of 5% of the total mark shall be imposed on each of
the next subsequent days.
Page | 10
Asia Pacific International College Pty Ltd. Trading as Asia Pacific International College
55 Regent Street, Chippendale, Sydney 2008: 02-9318 8111
PRV12007; CRICOS 03048D
Approved: 13th February 2019 & Version 1
Marking Information: The report will be marked out of 100 and will be weighted 30% of the total
unit mark.
Marking rubric:
Marking
Criteria
Not satisfactory
(0-49%) of the
criterion mark
Satisfactory
(50-64%) of the
criterion mark
Good
(65-74%) of the
criterion mark
Very Good
(75-84%) of the
criterion mark
Excellent
(85-100%) of
the criterion
mark
Introduction
(10 marks)
Poor Introduction with
irrelevant details
Introduction is
presented briefly
with some
relevance and
missing elements
such as summary of
case objectives,
problem/ report
outline
Introduction is
generally presented in
good fashion,
however missing one
element such as
summary of case
objectives,
problem/report
outline
Introduction is well
written with clear
discussion about the
summary of case
objectives,
problem/outline of
report
Introduction is very
well written with very
clear background,
discussion about the
summary of case
objectives,
problem/report
outline
Content
Understanding of
the key
components
including ERP,
business value
using ERP system,
how ERP system
work, selection of
ERP software,
comparisons of ERP
vendors, and
challenges of
implementing ERP.
(50 marks)
Lack of evidence of
adequate understanding
of the selected project
case. Majority of
information irrelevant
and significant points left
out.
Evidence of
unsatisfactory
knowledge and skills
of ERP, business value
using ERP, how ERP
system work, selection
of ERP software,
comparisons of ERP
vendors, and
challenges of
implementing ERP
Has given a factual
and/or conceptual
knowledge and skills.
Evidence of average
knowledge of ERP,
business value using
ERP, how ERP system
work, selection of ERP
software, comparisons
of ERP vendors, and
challenges of
implementing ERP
Reasonable
knowledge and skills.
Demonstrated
understanding of ERP,
business value using
ERP, how ERP system
work, selection of ERP
software, comparisons
of ERP vendors, and
challenges of
implementing ERP
Has excellent skills in
developing covering
case study analysis.
All questions
answered.
Comprehensive and
complete coverage of
information. In-depth
and profound
understanding of ERP,
business value using
ERP, how ERP system
work, selection of ERP
software, comparisons
of ERP vendors, and
challenges of
implementing ERP
Organization
How logically
arguments are
stated and how
critically problems
are analysed
(20 marks)
Does not clearly state a
conclusion or point of
view or else little or no
supporting reasoning or
evidence is presented.
Problem situation is not
critically analysed
States a conclusion or
point of view but does
not organize the
evidence or reasons in
a logically adequate
way. Analysis of the
problem situation is
not that satisfactory
States a conclusion or
point of view but
expected to be
organized more
logically. Analysis of
the problem situation
is so far reasonable.
Presents an argument
using evidence and /or
logical reasoning in
support of a point of
view. Problem
situation is analysed
with satisfactory level
of critical analysis
skills.
Develops a clearly
articulated argument,
using evidence and/or
systematic logical
reasoning in support
of a conclusion or
point of view. The way
problem situation is
analysed requires high
level of critical
analysis skills.
Working
Mechanism
(10 marks)
Poor discussion with
irrelevant information
Brief discussion about
working mechanism of
CRM systems
Generally good
discussion about
working
mechanism of CRM
systems
Very clear working
mechanism of CRM
systems
A very detailed
and very clear
working
mechanism of CRM
systems
References and
citation
(10 marks)
Lacks consistency
with many errors.
Unclear
referencing/style
Generally good
referencing/style
Clear referencing/
style
Clear styles with
excellent source
of references using
Harvard referencing

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