Information technology adoption becomes the password to win competition in the fast-changing business environment. The potential benefits that IT system provides have driven corporations to implement the information system at earlier stage.
For business, the use of information technology is unquestionably important due to the fact it helps them to become customer-driven company and provide superior services to customers. In addition, IT also helps business to focus on finding new ways that attract new customers while maintaining the existing ones.
The fast growing IT industry has create several segments in the industry, each has particular role. They include computer manufacturers like Dell, Gateway, and Hewlett-Packard Software developers like Microsoft, McAfee, and Adobe and retailers such as PC World and Comet.
In addition, since users or consumers may face some problems in using their computer, there are also companies that offer value added services such as software upgrade, virus removal, PC installation, network design, and others.
Concerning the issue, this paper will discuss about the business plan of a company that provide service to customers for various computer-related matters including the virus detection, system clean up, system performance increase and system upgrades, data backup, computer consulting, tutoring, network troubleshooting, set up, and repair.
Internal and external environmental analysis of computer service industry
Internally, the strategy that Bitette Computer Service and Solutions is to strengthen their marketing mix composing of product, place, promotion, and pricing. Concerning the above situation where Bitette Computer Service and Solutions faces great challenges from retailers that also provide home support, the company needs to define its marketing objectives so that they have guidelines in providing its services to customers. The strengths of Bitette Computer Service and Solutions is on the capability to provide home support services. Since computer support service has many forms, Bitette Computer Service and Solutions have specialization in home support for networking, repairs, upgrades, custom-built PCs, hardware and software installations, and virus detection and removal, to name a few.
The weaknesses of Bitette Computer Service and Solutions lie on human resources. The management of computer service requires specialized skills where at some degrees individuals require the certification like Microsoft Certified Professionals (MCPs), Microsoft Certified System Engineers (MCSEs), and Cisco Certified Network Associates (CCNAs).
The first external factor in SWOTT analysis is Opportunities. These elements provide specific opportunities that may help a company to gain more profit and achieve sustainable growth. They include unfulfilled customer need, new technologies, elimination of trade barriers and so on.
Concerning the opportunities for providing computer service support to citizen in the U.S, we see there are still many chances for Bitette Computer Service and Solutions to provide services to customers. However, in order to differentiate our services with competitors, we compete in price in order to win customers. This is because customers will tend to rely on stores where they buy computers and peripherals for support, therefore, we had better to lower our fee for home support services than competitors do.
Other opportunity for Bitette Computer Service and Solutions or is to become the third parties for existing provider home support services. For example, PC World charges customers about 49.99 for upgrade installation services (Figure 1). As third party of PC World, we charge PC World about 39.99 for the services so that PC World still has profit from providing home support to customers.
Figure 1 Typical Pricing for PC Worlds Home Upgrade Installation Service
Source HYPERLINK httpwww.pcworld.co.uk www.pcworld.co.uk
In addition, Threats describe any changes in the external factors that may put any company in unsafe position in the market. They include a change in consumer tastes, new substitute products, new regulations and many more.
Figure 2Total support of CSS
Concerning Bitette Computer Service and Solutions services, the threats include in-home services that are provided by retailers like Computer Service Solution Inc or Amazon.com since both them now also provide such support as value added.
SWOTT
Strengths
Excellent customer service and relationship
Personalization offering
Provide value added services (technological awareness and education)
Provide a personal rapport to gain customer loyalty.
Offer various services (virus detection, system clean up, system performance improvement, computer consulting, tutoring, network troubleshooting, set up and repair etcWeaknesses
Lack of competitive advantage
Need to develop the strategic direction due to limited capital
Lack of experience of in the information technology value-added services
No specialization that is prone to be attacked by many competitors
Opportunities
Opportunities at corporate clients of all sizes
Open markets for software developmentThreats
Technological advancement in the computer industry that shifts the role of computers into mobile phones or laptop
In the limited markets, competitors will pose a serious challenge to the existence and prosperity of the business.
Legislation changes such as licensing, information technology adoption, and security, import and export regulations.Trends
24x7 Response and Servicecustomers service
Fast Response to Technical Emergencies
Online ordering
For business, the use of information technology is unquestionably important due to the fact it helps them to become customer-driven company and provide superior services to customers. In addition, IT also helps business to focus on finding new ways that attract new customers while maintaining the existing ones.
The fast growing IT industry has create several segments in the industry, each has particular role. They include computer manufacturers like Dell, Gateway, and Hewlett-Packard Software developers like Microsoft, McAfee, and Adobe and retailers such as PC World and Comet.
In addition, since users or consumers may face some problems in using their computer, there are also companies that offer value added services such as software upgrade, virus removal, PC installation, network design, and others.
Concerning the issue, this paper will discuss about the business plan of a company that provide service to customers for various computer-related matters including the virus detection, system clean up, system performance increase and system upgrades, data backup, computer consulting, tutoring, network troubleshooting, set up, and repair.
Internal and external environmental analysis of computer service industry
Internally, the strategy that Bitette Computer Service and Solutions is to strengthen their marketing mix composing of product, place, promotion, and pricing. Concerning the above situation where Bitette Computer Service and Solutions faces great challenges from retailers that also provide home support, the company needs to define its marketing objectives so that they have guidelines in providing its services to customers. The strengths of Bitette Computer Service and Solutions is on the capability to provide home support services. Since computer support service has many forms, Bitette Computer Service and Solutions have specialization in home support for networking, repairs, upgrades, custom-built PCs, hardware and software installations, and virus detection and removal, to name a few.
The weaknesses of Bitette Computer Service and Solutions lie on human resources. The management of computer service requires specialized skills where at some degrees individuals require the certification like Microsoft Certified Professionals (MCPs), Microsoft Certified System Engineers (MCSEs), and Cisco Certified Network Associates (CCNAs).
The first external factor in SWOTT analysis is Opportunities. These elements provide specific opportunities that may help a company to gain more profit and achieve sustainable growth. They include unfulfilled customer need, new technologies, elimination of trade barriers and so on.
Concerning the opportunities for providing computer service support to citizen in the U.S, we see there are still many chances for Bitette Computer Service and Solutions to provide services to customers. However, in order to differentiate our services with competitors, we compete in price in order to win customers. This is because customers will tend to rely on stores where they buy computers and peripherals for support, therefore, we had better to lower our fee for home support services than competitors do.
Other opportunity for Bitette Computer Service and Solutions or is to become the third parties for existing provider home support services. For example, PC World charges customers about 49.99 for upgrade installation services (Figure 1). As third party of PC World, we charge PC World about 39.99 for the services so that PC World still has profit from providing home support to customers.
Figure 1 Typical Pricing for PC Worlds Home Upgrade Installation Service
Source HYPERLINK httpwww.pcworld.co.uk www.pcworld.co.uk
In addition, Threats describe any changes in the external factors that may put any company in unsafe position in the market. They include a change in consumer tastes, new substitute products, new regulations and many more.
Figure 2Total support of CSS
Concerning Bitette Computer Service and Solutions services, the threats include in-home services that are provided by retailers like Computer Service Solution Inc or Amazon.com since both them now also provide such support as value added.
SWOTT
Strengths
Excellent customer service and relationship
Personalization offering
Provide value added services (technological awareness and education)
Provide a personal rapport to gain customer loyalty.
Offer various services (virus detection, system clean up, system performance improvement, computer consulting, tutoring, network troubleshooting, set up and repair etcWeaknesses
Lack of competitive advantage
Need to develop the strategic direction due to limited capital
Lack of experience of in the information technology value-added services
No specialization that is prone to be attacked by many competitors
Opportunities
Opportunities at corporate clients of all sizes
Open markets for software developmentThreats
Technological advancement in the computer industry that shifts the role of computers into mobile phones or laptop
In the limited markets, competitors will pose a serious challenge to the existence and prosperity of the business.
Legislation changes such as licensing, information technology adoption, and security, import and export regulations.Trends
24x7 Response and Servicecustomers service
Fast Response to Technical Emergencies
Online ordering
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