Case Scenario:
I think information technology (IT) is highly instrumental to massive improvement. Information technology has revolutionized the way organizations conduct business. Several years ago, consumers became accustomed to experiencing a humanistic personality in-person as well as on the telephone, this form of interaction was widely known as customer service. However; the consumer demand for most businesses was far greater than the services organizations could provide. The number of calls an organization would receive on average outweighed the number of staff members that were able to tend to those calls. In essence, organizations desired to spend more time with consumers face to face and less time answering phone calls. IT has allowed organizations to integrate automated phone systems that would answer a plethora of consumer concerns. Automated phone systems are extremely detailed in nature in which case a consumer may not have to speak to an actual representative of the company because their questions, concerns or business dealings were handled via the automated system. For example, the DMV, provides a wide array of information that would enable an individual to log on to the company's website and renew and register a vehicle, and print out forms in the privacy of your own home without standing in a long line. This is just generalized example that comes to mind, however; below you will find a detailed response to your question.
Example company:
"IT, reflects the combination of three key technologies: digital computing, data storage, and the ability to transmit digital signals through telecommunications networks. Rapid changes in semiconductor technology, information storage, and networking, combined with advances in software, have enabled new applications, cost reductions, and the widespread diffusion of IT. The expanding array of applications makes IT more useful and further fuels the expansion of IT"(National Science Foundation, Division of Science Resources Statistics, 2002).
Safeway "d.b.a." Vons vision statement is dedicated to consumer sustainability and their willingness to adapt to business and an ever changing market. The reason I selected Vons is as a result of their use of information technology in home deliveries. Vons has developed a system that allows consumers to shop for their groceries online while providing same or next day deliveries. This method enhances the companies chances of maintaining loyal customers and acquiring new customers."
The following information was taken from Safeway's website. This information is pertinent to the company's overall performance through the utilization of IT.
"Safeway Inc. is a Fortune 50 company and one of the largest food and drug retailers in North America, based on sales. The company operates 1,725 stores in the United States and western Canada and had annual sales of $40.8 billion in 2009 (Safeway Inc, 2010). The company's common stock is traded on the New York Stock Exchange under the symbol SWY. Safeway supports a broad range of charitable and community programs and in 2009 donated more than $250 million to important causes, such as cancer research, education and hunger relief." (Safeway Inc, 2010)
" Safeway Inc. (NYSE:SWY) has become the first U.S.-based retail grocery chain and manufacturer of private label merchandise to join The Sustainability Consortium in support of the organization's science-based work toward a more sustainable global supply chain (Safeway Inc, 2010). The company joins other retailers and consumer product manufacturers that have become members of the Consortium and its product "life cycle" mission including social and environmental considerations." (Safeway Inc, 2010)
"We applaud the Consortium's work and believe its mission is a good fit with Safeway's efforts to provide its customers with a larger selection of sustainable products and services," said Larree Renda, Safeway Executive Vice President, Chief Strategist and Administrative Officer (Safeway Inc, 2010). "The company is committed to becoming the premier retailer in the grocery sector with an unrivaled reputation for pursuing growth through leadership in environmental, socially responsible and ethical business practices." Safeway is engaged in a broad range of sustainability initiatives." (Safeway Inc, 2010)
"Life Cycle Assessment (LCA) is a tool for analyzing emissions, waste and the natural resources used from soil to kitchen in different food and non-food items. Safeway is interested in aggregating the data for primary sectors such as agriculture, dairy, packaging and fishery through industrial food processing to retail delivery (Safeway Inc, 2010). This data will be leveraged in creating Safeway's company-wide supply chain policy encouraging sustainable purchasing and manufacturing practices throughout the organization's direct and indirect buying. In joining the Consortium, Safeway Inc. builds momentum for science with supplier partners such as General Mill's, Procter & Gamble, and PepsiCo. Safeway will play a leadership role in modeling life cycle inventories; the goal is to better understand the complete scope of industry's social and environmental footprint (Safeway Inc, 2010). This effort will help refine existing efforts at the company to continuously improve performance. Through its membership Safeway will work with CPG companies, nongovernmental organizations, academia and government." (Safeway Inc, 2010).