ABSTRACT

This paper required us to search for an organization and choose one of the
Information System in the organization. We have decided to choose Sani Express
Bhd which is founded in 2006 by Sani United Berhad. In the same year, Sani Express
started operations with 15 single-deck buses to Kuala Terengganu and, later, Kota Bharu,
Kelantan and Kuantan. SESB began the route with 7 single-deck coaches from Kuala
Terengganu, 6 single-deck coaches from Kota Bharu and 2 single-deck coaches from Kuantan
as there have been large numbers of East Cost employees operating in the Klang Valley for
the past 20 years. We have select the V3 which have e commerce CRM incorporated. This
system is widely used in the organization as a ticketing system which is carried out online.
This system is a web based application. We have asked the Sani Express Bhd staff about the
uses of this system. We have list down and categorized all the important part of the study into
a reasonable title for better understanding. The system is analyzed based on the management
of Information System.

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ACKNOWLEDGEMENT

First of all, we would like to share our appreciation of thanks and sincere respect to Allah
S.W.T. Many support from a lot of people for the completion and final result of this
assignment. Everything we have achieved is only because of such guidance and help and we
would like to thank them. Respect and gratitude to Universiti Teknologi Mara's lecturer in
Information Technology Management for giving us the chance to do this assignment and
giving us all the encouragement and advice that helped us complete the assignment on time.
We would also like to express our gratitude to all those who have helped in supplying such
important knowledge directly and indirectly that we have used to finish the assignment. Last
but not least, we would also like to thank our families and friends for their motivation and
ability to share more time with us.

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 TABLE OF CONTENT

ABSTRACT............................................................................................. 1
ACKNOWLEDGEMENT....................................................................... 2
TABLE OF CONTENT........................................................................... 3
INTRODUCTION................................................................................... 4
ORGANIZATION BACKGROUND...................................................... 5
OVERVIEW OF ORGANIZATION...................................... .5
CORPORATE VISION MISSION OBJECTIVE GOAL....... 6
ORGANIZATION STRUCTURE CHART............................ 7
FUNCTIONAL DESCRIPTION OF DEPARTMENT/ DIVISION
/ UNITS................................................................................................... 8
ROLE & FUNCTION OF DEPARTMENT/ DIVISION / UNITS........ 9
DATA USED IN THE ORGANIZATION............................................ 10
LIST OF INFORMATION SYSTEMS.................................................. 11
BRIEF EXPLANATION, FUNCTION & OBJECTIVES OF EACH
IS............................................................................................................. 12
TYPES OF IS.......................................................................................... 14
DETAILS OF SELECTED IS................................................................. 15
INFORMATION SYSTEM BACKGROUND....................................... 18
FUNCTIONAL DESCRIPTION OF IS.................................................. 19
IS COMPONENTS.................................................................................. 20
IS ACTIVITIES....................................................................................... 22
HARDWARE AND SOFTWARE CONFIGURATION........................ 23
INFORMATION SYSTEM PROBLEM................................................ 25
PERFORMANCE OF IS........................................................................ 26
STRENGTH, WEAKNESS, OPPORTUNITY AND THREAT...................... 26
GENERATE AND EVALUATE ALTERNATIVES...................................... 28
RECOMMENDATION AND ACTION PLAN.............................................. 29
CONCLUSION............................................................................................... 30
REFERENCES................................................................................................ 31

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1.0 INTRODUCTION

We often heard the term information systems. But what exactly does that term really
mean? Before we deep deeper about the implementation of information system in an
organisations, let us understand the definition of information systems or IS itself.
According to wikipedia, information systems is the study of complementary networks of
hardware and software that people and organizations use to collect, filter, process, create,
and distribute data. Some sources defines information systems as are combinations of
hardware, software, and telecommunications networks that people build and use to
collect, create, and distribute useful data, typically in organizational settings. Apart from
that information systems are also interrelated components working together to collect,
process, store, and disseminate information to support decision making, coordination,
control, analysis, and visualization in an organization. As previously stated, all of these
definitions focus on two different ways of describing information systems which are the
components that make up an information system and the role that those components play
in an organization. In a much simpler meaning, information systems are made up of
different components that work together to provide value to an organization.
Based on these knowledge of IS definitions, let us take a quick look on the meaning
and role of Information Systems Management or known as ISM. ISM is the use of IT to
support the core purposes and operations of either a private sector corporation or a public sector
organisation. ISM also promotes the method of gathering, manipulating, preserving, transmitting
and using information services for an organisation.
Therefore, the purpose of this project is to choose one of the IS used by an organization. It
allows us to better understand how this IS operates, what the purposes of this IS really are, how it
helps to communicate knowledge and to gain more insight into how this IS operates. We are
going to look further at the specifics of the IS selected. This project is an overview of the IS's
entire operation. It starts with the organisation which is already chosen, its mission, vision and
core value, the organization's history on what is actually the essence of its operation. Other than
that, the purpose of this project is to determine how many systems in the company are being used
and which systems have been chosen for this project. In this project, there are a few criteria that
need to be fulfilled, such as the IS context itself, what is the name of the systems that use the
framework?, and the IS history itself. It then follows the functional definition of the IS, the
components involved in the application of this IS, the IS operations, the configuration of hardware

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 and software on what hardware and software that are being used, and the problem within the IS.
And the last one, of course, is the conclusion.
2.0 ORGANIZATION BACKGROUND

2.1 OVERVIEW OF ORGANIZATION

Sani Express Sdn Bhd is a wholly owned subsidiary founded in 2006 by Sani United Berhad. In
the same year, Sani Express started operations with 15 single-deck buses to Kuala
Terengganu and, later, Kota Bharu, Kelantan and Kuantan. SESB began the route with 7 single-deck
coaches from Kuala Terengganu, 6 single-deck coaches from Kota Bharu and 2 single-deck coaches
from Kuantan as there have been large numbers of East Cost employees operating in the Klang Valley
for the past 20 years. Whether employed or self-employed, the enormous growth of work
opportunities in the Klang Valley has resulted in an influx of people from the East Coast to meet the
demand. The influx has increased the number of passengers returning to their respective states using
the express bus mode, and vice versa. SESB has faced heavy competition on its most popular routes,
in particular Kuala Terengganu and Kota Bharu, as a new bus operator. In 2008, Sani Express
switched its services to double-decker buses in order to provide its passengers with more and better
quality services. Initially, 15 double-decker buses were purchased by the company to replace single-
deck buses, including 6 buses to Kota Bharu, Kelantan, 7 buses to Kuala Terengganu, Terengganu and
2 buses to Kuantan, Pahang. Sani Express has acquired another 10 buses, of which 6 buses to the
Northern Area to cover Butterworth, Sungai Petani, Alor Setar, Jitra, Cangloon, Kangar and Kuala
Perlis, 2 buses to Kota Bharu and another 2 buses to Kuala Terengganu, due to an overhelming
response from the public for double decker buses to East Coast routes. Below is the Evolution Series:
 2006-Route to Kuala Lumpur from Kuala Terengganu
 2007-Expansion route to Kuala Lumpur from Kota Bharu
 2008-Route from Kuantan to Kuala Lumpur
 2009: Northern Route- Kuala Perlis Alor Setar to Kuala Lumpur
In the year to come this organization have plan to extend their service network to reach
more destination particularly in Soutern Region. At the same time Sani Express also plan to
increase the number of buses and new route to both Kelantan and Terengganu on the existing
number to support the demands. The distinctive red coaches of Sani Express now are familiar
on East Cost and Northern roads. Sani Express Sdn Bhd was built on the principles of quality
customer service and reliability. This philosophy has enable us to forge close relationship
with our customers who know they can depend on us. For a conclusion, Sani Express Sdn
Bhd aiming not only focus on profitability but the investment focusing on safety and
comfortability for each passenger.

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2.2 CORPORATE VISION, MISSION, OBJECTIVE, GOAL

Sani United Berhad’s Vision :

 Sani United Berhad’s vision is to provide a better and quality services to its
passengers

Sani United Berhad’s Mission :

 Sani United Berhad’s mission is to provide buses to the destination of
choice of each passengers.

Sani United Berhad’s Customer Charter :

 Sani United Berhad’s customer charter consist of the following aspects :
 Sani United Berhad’s aims to perform their duties with full trust and
responsibility toward their customers.
 Sani United Berhad’s also plan to improve customer service at all
counters and bus.
 Sani United Berhad’s is heavily to determine all stages of Sani Express
staffs that always customer friendly of all times.

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2.3 ORGANIZATION STRUCTURE CHART

Figure 1 : Organization Structure Chart for Sani United Berhad as in 2021

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3.0 FUNCTIONAL DESCRIPTION OF DEPARTMENTS / DIVISIONS / UNITS

OPERATIONS AND INCREASING SALES

In term of workload, this divisions play an important role as a medium in controlling purchasing of
bus tickets which is the main purpose of this company’s visions. This department also responsible for
maintaining bus services and bus maintenance toward user satisfaction. Hence, this department will be
provided a feedback of user experience of the bus services and they will come up with a solution to
satisfy the users. Other main purpose of this department is to determine the short and long term
strategies toward the company goals.

SAFETY, HELATH AND ENVIRONMENT

This department play an important especially when we are living with COVID19 virus that have
shocked the entire world almost a year ago. In term of this matter, this department will educated their
staff to follow the SOP guideline for safety purpose. Beside that, this department also have a vital role
in preparing action plan if there are any incident in a workplace. Apart from that, this department also
helps in identifying loss of each incident and way to overcome it. Lastly, they are also responsible for
hiring personal medical for company.

HUMAN RESOURCE AND ADMIN

The maintenance of decent working conditions. It is the duty of the management of human
resources to provide workers with decent working conditions so that they can like the workplace
and the job climate. It is the HR department's essential duty to inspire workers to increase employee
efficiency to their highest level, in line with their position in the organisation. Recruitment is the
method of captivating, screening, and selecting prospective and eligible applicants for a specific job
based on objective criteria. In Sani United Berhad, this department will manage the overall system
and data in organization. This department also coordinate company database and system and
update the website.

CUSTOMER SERVICE
In order to communicate with the users in general, this department has been established. Their role
is to check user’s feedback via email, website, phone and social medias. This division also
responsible in coordinating a refund and exchanges from customer request. As this division is the
main connector to the customer, their job is to inform customer the right information and greet
them warmly.

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FINANCE AND ACCOUNTING
The department of accounting generally produces the financial statements of the company. Their
responsibilities include financial planning, reporting and controls, business strategy for the short and
long term, investments, hedging, acquisitions and mergers, cash management, internal risk
management, corporate finance, auditing and accounting. This department also responsible for
managing company budget and finance. Their job also include to keep and maintain financial record
in a safer place in order to protect the data from intruders.

4.0 ROLES AND FUNCTION OF OPERATIONAL DEPARTMENT

In term of its roles and function, the operational department are responsible for this 3 aspects. First
is the profitability. This aspect include the company sale especially their income annually, the person
in charge of the marketing and managing the sale and their head operation. Secondly, the
operational department’s role is also consist of increasing sales. In this aspect, this roles are vitally
important because the main purpose of any company is to increase sales. Apart from that, this
aspect also responsible for promoting the ticket. This also include the sales of the product. Thirdly is
the product and services. Below is the figure of roles and function of operational department in
short :

PROFITABILITY INCREASING SALES

Company sale Increasing sales

Person in charge Promote the ticket
Refer Head Operation Sales the product

PRODUCT AND SERVICES

Promote product and services

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 Figure 2 : Roles and Functions of Operational Department

5.0 DATA USED IN AN ORGANIZATION

A number of data and information are included in the data collected by the systems selected in this
entire organisation. The example of the captured information includes:
 Customer’s detail
 Bus ticket details
 Place of destination
 Bus details

CUSTOMER’S DETAIL
In the counter, staff will ensure that customer’s correct name is recorded in the system. This
is to manage the arrangement sit in the selected bus. This is the manually way for
purchasing a bus ticket which the process occured at the counter. In term of purchasing
ticket via online through Sani’s website, customer’s detail such as their full name,
identification number, passport number, date of birth, gender, address, mobile phone and
email address are recorded.

BUS TICKET DETAILS

The information as of the date is important as customer will make purchasing and booking bus ticket
via online and this will ensure that all system from the other bus counter throughout all the
branches will receive the same data. The data also consist of the bus depart time as it is one of the
important aspect that require a passenger to be aware of the time that they can depart from bus
station.

PLACE OF DESTINATION
Sani united used V3 System. In V3 system, all the destination is stored and recorded. This is to
ensure that the staff that are working on that specific day will know the whereabout and the
destination of the buses instead of manually informing to the customer which proved to be difficult
and tiring.

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BUS DETAILS
The data also consist of the basic bus details. This details include schedule of staff who is on duties
and which buses are used for that day. This is a necessary aspect that is stored on the system. This
details also contain information on the bus driver that are on duties and some basic information
such as the bus’s plate number and the type of bus.

6.0 LIST OF INFORMATION SYSTEMS IN THE ORGANIZATION

The main function and objectives of the information system that are used in Sani United berhad are
primarily to sell ticket to the customers, to generate the customer’s details, bus information and
others and to avoid redundancy of purchasing ticket.

ELECTRONIC COMMERCE (e-commerce)

The first Information System or IS that have been implemented in this organization is the
Electronic Commerce (e commerce). This type of IS is based on the business to consumer (B2C). This
IS is primarily used in online ticketing function where customer will buy a buses ticket to their
selected destination by keying their information via online through Sani Express Berhad official
website.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

The second Information System that have been implemented is the customer relationship
management (CRM). This IS are used for sales and marketing purpose. The benefits of this type of IS
is that it is easily manageable especially in term of the contact management, sales management and
customer support.

V3 SYSTEM
V3 system is the system that establish to achieve and leading a world with technology that help
the organization in desktop cloud management in order to tackle market today. The system is
flexible and helps in decision making management in an organization plus its also offers a multiple
virtual stack environment. As well as the system can assist in online marketing and management of
business, it helps in booking services with high performance that help organization manage the
productivity and cost effective.

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7.0 BRIEF EXPLANATION, FUNCTION AND OBJECTIVES OF EACH IS

The first systems in the organization is the electronic commerce or e-commerce in short form.
What is e-commerce? E commerce is a business model that allows companies and individuals to buy
and sell things over the internet is electronic commerce or e-commerce. In all four of the following
significant market segments, e-commerce operates:
 Business to business  
 Business to Consumer
 Consumer to consumers
 Consumer to business 
E-commerce, which can be carried out on computers, tablets or smartphones, can be regarded as a
digital version of shopping for mail-order catalogues. By means of e-commerce transactions,
including books, music, plane tickets, and financial services such as stock investing and online
banking, almost every imaginable product and service is available. As such, this is considered a
technology that is very disruptive. Sani United berhad have implemented the Business to Consumer
or simply known as B2C in their integration of e commerce. Here, the business will directly sell its
products and/or services to the consumer. The consumer can browse their websites and look at
products, images, reviews, and read them. Then they place their order and the company delivers the
goods to them directly. Amazon is a very popular example. In term of its advantages, e-commerce
provides a worldwide reach for sellers. They are removing the location barrier (geography). In the
virtual world, sellers and buyers can now meet, without the obstacle of location. Apart from that,
electronic commerce will reduce the cost of the transaction substantially. This eliminates many fixed
expenses for the maintenance of brick and mortar stores. This makes it possible for businesses to
enjoy a much greater profit margin. However, there are disadvantage of the use of this IS which is e
commerce can sound impersonal at times. The warmth of an interpersonal relationship, which is

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important for many brands and products, is therefore lacking. This lack of a personal touch can be a
disadvantage for many kinds of services and products.
Consumer relationship management (CRM) is a term that refers to the techniques that a
company uses to strengthen customer business relationships. CRM tools dates back to the 1980s,
gathering and processing consumer knowledge from these networks, much as they do today, and
has been a valuable tool for organisations who wish to engage with consumers, drive sales and boost
their marketing activities. CRM lets corporations handle the relationships between consumers. These
services capture data from consumer contact points, where consumers share information on a single
dashboard, such as online forms and surveys, and display this information. A business can scan for
the account of a client and discover his or her contact information, purchasing history and past
contacts with representatives of customers. This data helps organisations to make significant
decisions and develop consumer relationships. Applications for CRM differ in nature and
architecture. Companies have only been able to use CRM applications from one device in the past.
Today, cloud-based CRM synchronises data with the cloud so that users can access information from
any Internet-connected device. Mobile CRM applications often help companies access consumer
details anywhere in the world on a smartphone or tablet. The CRM automates the method of
obtaining information. This software periodically accumulates consumer records, saving time for
organisations. This promotes better contact, too. However, A lack of interest or opposition from
individuals within the organisation to cultural change will create considerable problems with the
introduction of the CRM. Customer partnerships will break down and result in a loss of sales, unless
everyone in the organisation is committed to seeing their actions from the viewpoint of the
consumers.
Next, we would like to talk about the V3 system that are implemented in the IS of this
organization. The V3 system falls under the mixture of both electronic commerce or e commerce
and customer relationship management CRM. Hence, the V3 system is fall under the e commerce
CRM. Lets us talk more about the V3 system. The V3 Framework is a complete solution for
investment management that lets companies achieve administrative excellence, harness substantial
efficiencies in processing and understand the potential of true market intelligence. The V3
framework is uniquely developed to satisfy the particular criteria of investment management. The
V3 System is a state-of-the-art administration solution specifically designed to meet investment and
administration organisations' unique business needs.  V3 is an advanced, enterprise-class system
that delivers a full suite of capabilities in a single solution.With the V3 Framework, the activities are
designed around best practises that are established, scalable, system-enabled. In addition, V3 helps
you to process and manage all of your transactional and non-transactional information in a single

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solution across different forms and levels of funds. The V3 Framework uses a very sophisticated
security architecture that makes it easy to protect displays and information at a very granular level.
It is possible to administer protection rights by user or function. V3 encryption helps ensure that only
the correct information is used by the right users.

8.0 TYPE OF SELECTED INFORMATION SYSTEM

As in this project report, we have selected the V3 system that have been incorporated with the
e commerce CRM system our main research. This is because the V3 system that are implemented
uses this system as their platform in term of online ticketing. CRM is defined by Investopedia as the
values, procedures and standards that a company embraces when dealing with its customers. The
full partnership involves direct encounters such as sales and services, but also the opportunity to
anticipate habits and preferences of consumers that can potentially improve consumer experiences
within the company. A customer relationship management system is a single location or piece of
software that can be used to store customer records, profiles, information, and leads that can then
be leveraged for potential sales opportunities. Some e commerce CRM platforms can help small and
large companies by firmly positioning consumer data in the 'cloud' - which ensures that many
individuals will access it. In term of the V3 system, the V3 System is a modern technology solution
that can be deployed as a traditional on-premise application or as a cloud-based solution that is fully
hosted.

This chosen IS is part of Management Information System (MIS). MIS provides decision makers
with routine information in order to make structured, recurring decisions, such as restocking
decisions or awarding bonuses. The focus of MIS is on operational effectiveness. In the correct
format, MIS can provide the right information to the right people at the right time.

MIS characteristics include the following:

 Provide reports in fixed and conventional formats.

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  Produce reports for hard copies and soft copies.
 Use internal information stored in computer systems.
 Allow custom reports to be developed by users.

9.0 DETAILS OF SELECTED IS

Since V3 system that are incorporated with the e commerce CRM system have many functions , we
have decided to focus on the ticketing function which compromise of selling the ticket, booking the
ticket and key in data of passengers. Below is this process :

Figure 3 : The Staff are required to enter the user ID and password. To be more secure, the staff also
need to enter 6 digits
verification codes.

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 Figure 4 : for the ticketing function, staff need to click the system management folder.

Figure 5 : staff will fill customer’s details. If the customer’s details have already stored in the
database, their details will pop out. This interface also let the staff to select time and date to depart
and destination respectively. The can also select the seating in the bus.

Figure 6 : The details of customers.

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Figure 7 : Staff can access the details of customer that have been stored in the system.

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10.0 INFORMATION SYSTEM BACKGROUND

Knowledge on management is an important feedback for the successful execution of various

management roles at different levels of an organization. The database system enables the making of
decisions. Planning, monitoring and decision making are used in the management roles. For having a
Management Information System, the following are few relevant points:
 Making an efficient information framework for decision management helps all decision-makers
to make it happen.
 MIS programmes can be used within and outside the organisation, and throughout their normal
activities, workers inside the company can readily access the necessary details.
 Inside the company, SMS and email make it easier to connect with clients from the MIS
networks.
 Many of an organization's business activities are documented by management information
systems which provide a central point for all transactions. Document management.

V3 SYSTEM (E COMMERCE CRM SYSTEM) AND ITS FEATURE

The V3 system is a state of the industry administration system that is fully browser-based,
Java/Oracle, software application. The V3 system is a contemporary technology solution that
can be deployed as a traditional on premise application or as a fully hosted, cloud based
solution. The V3 system supports current release of Internet Explorer, FireFox, Safari and
Chrome. It runs on the database and supports application servers. The special thing about
this system is it have the ability to harness the customer data so that the organization can
gain insight into customer behavior, social experience and purchasing habits. In term of
online web purchasing in the perspective of the customer’s eyes, once they have entered
their details and informations on the web application, their info will be stored securely
without any threat of exposure.
In term of the ticketing function, the V3 system allowed the staff that are in charge
during that time to collect customer’s details such as their name, address, phone no and etc.
Once this details have been stored, staff will select their date and time of depart and their
destination. They can also select the seating in the buses. One of the key feature of this
system, is that it stored the customer details and this details are stored in the system online
databases. This info can be accessed by every staff on every branch of Sani express counter.
Beside that, this system also generate customer purchasing habits and the best thing is that

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 it can give insight of the current trend. After all the details have been stored and the
purchasing have been made, the system will generate a printed ticket. In some cases, if the
customer already made their booking a week prior, the staff can checked the customer’s
booking details and print their ticket by accessing this IS.
11.0 FUNCTIONAL DESCRIPTION OF IS

The main function of this Information System is for purchasing tickets that can be done manually on
the counter or online through the Sani Express official website. Below are the details of the
functional of this IS :
 Selling the ticket
 According to the destination
 Printed ticket
 Booking Ticket
 Booking online or at the counter
 One week early
 Key in data of passengers
 Information about passenger
 Can choose seat

Here is the summary of the ticketing process :

Figure 8 : summary of the ticketing process

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12.0 INFORMATION SYSTEM COMPONENTS

Five elements including hardware, software, database, network and people are basically comprised
of an information system. These five elements combine information, phase, output, feedback and
control for results. Input/output modules, processors, operating systems and media devices are used
in the hardware. Software consists of multiple processes and applications. The database consists of
information arranged in a framework that is necessary. The network consists of hubs, media for
contact and equipment for the network. Device managers, network technicians and system
specialists are composed of people.
The processing of information consists of input, data processing, data retrieval, output and
power. During the input stage, data commands are fed to the structures that are worked on by
software programmes and other requests during the operation stage. During the production level,
information and documentation are delivered in a standardised manner. It is possible to identify
information systems of any given organisation on the basis of the application of information. An
information system in an enterprise may then be split into a support system for activities and a
support system for management support. Data input is carried out by the end user in an
organisation and is analysed to produce information items, i.e. reports that are accessed by internal
and/or external users. Such a system is considered a system of support for operations. The aim of
the operational support system is to encourage market transactions, monitor manufacturing,
facilitate internal and external cooperation and update the central database of the organisation. In
addition, the operating support structure is split into a system for order distribution, a processing
management system and a system for business cooperation. There are many ways of transfers
through organizations in the development organisation. Sales, accounting, finance, installation,
manufacturing, human resources and marketing are traditional corporate divisions. Sales order,
sales refund, cash receipts, loan sales, credit slips, content tracking, inventory management,
depreciation accounting, etc. which take place in the subsequent transaction. This transactions can
be divided into the processing of batch transactions, single transaction processing, and the
processing of real time transactions. In a manufacturing organisation, such decisions are taken
without any human interference by a computer machine. Sensitive information is fed to the machine
on a real-time basis in this sort of scheme, thereby allowing process management. These kinds of

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systems are referred to as systems for process management.
After all this explanation, let us deep deeper on the IS components of the selected IS. As we
have mention above, the IS components of the selected IS consist of hardware, software, people,
data and procedures. Below are the details of the IS components :

 In term of hardware, the V3 system (e commerce CRM) uses the following tools ;
 Desktop Computer
 Epson LQ-300+II Printer
 Monitor
 Fax Machine
 Black Ribbon Cartridge
 In term of software, the organization have selected this browser ;
 Internet Explorer
 In term of people who is involve are ;
 Customer
 Staff
 The data that are process in the database are ;
 Passenger’s details
 Name
 Address
 Phone Number
 Email address
 Customer’s user Id if member
 Bus trip
 Staff ID
 The Procedures that are involve are ;
 Selling ticket
 Booking ticket
 Key in data of passenger
 Printing the ticket

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13.0 IS ACTIVITIES

Below are the information system activities from start to finish ;

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 Figure 9 : The Information System Activities
14.0 HARDWARE AND SOFTWARE CONFIGURATION.

HARDWARE
In term of hardware as we have mention earlier, it compromise of desktop computer, printer, LCD
monitor, fax machine and an ink cartridge. To understand more on how all the hardware are setup
in the workplace, we have sketch the design below;

Figure 10 : The setup of the hardware components in a the organization’s workplace

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SOFTWARE
In computer system, software also plays an important role in determining the process run smoothly.
Below are how the system flow and the interface of the web application that are used within the
organization.

Figure 11 :System component workflow diagram integration between hardware and

software

Figure 12 : Software (application that have been used by Sani United Staffs)

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15.0 INFORMATION SYSTEM PROBLEM

Even though Sani United Berhad is such a big company, there are some problem arise within
the use and implementation of this IS. Like us humans, the V3 system with e commerce CRM
incorporated is not nearly as perfect as it sound.
As the V3 system is based on the web based application, it need a good internet connection to
access it successfully. Based on the online interview that we have conducted through google meet
with one of the staff, we have concluded that the main problem are mainly because of the lack of
internet access or no internet access at all in order to operate it functionally.
Problem can arise as there is no internet access for the operation of the system. If this problem
continue and there is no solution to this, purchasing a ticket cannot be made. This is because this
procedure need a good internet access to stay connected with the system. Furthermore, Sani
Express Sdn Bhd does not use the system management manually for purchasing bus ticket. The
reason for this is to avoid any redundancy of ticket sales.

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16.0 PERFORMANCE OF INFORMATION SYSTEM

The Main Performance Measures vary from coarse-grained availability and utilisation statistics to
per-interaction indicators involving fine-grained individuals. Management of the Service Level
requires comparing real results with goals pre-defined, assessing necessary steps, and generating
meaningful reports. Comparisons are carried out on the basis of what is being provided and what
has been promised, accompanied by the required disciplinary steps.

16.0 STRENGTH, WEAKNESS, OPPORTUNITY AND THREAT

This section will discuss about the strength, weakness, opportunity and threat that we have found by
reseraching the V3 system (e commerce CRM).

STRENGTH
 Can retrieve data such as customer’s details for 1 month later meaning can keep the data
approximately 1 month.
 This V3 system is mainly focuses on selling bus ticket.
 The key feature is customer can book bus ticket through online by using the web based
application.
 The data that are stored in the system is well organized and can be kept for 1 month.
 This system is based on customer charity and loyalty.
 Every staff especially those who works on the counter are provided with their own individual ID
number.

WEAKNESS
 The major problem that we have encounter during the research of this IS is the internet
problem. Whenever there is a low internet access, the system can be operated.
 The second minor problem is the organization are using the same system with the other bus
company which may lead to the vendor to felt a little bit confused.

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 The systems that are used in this organization is very limited because it only have the V3
system.

OPPORTUNITIES
 As we have study the IS that are used, we have come up that this type of IS is very standardize.
The system itself promote standardization. This means that the ticketing purpose is conform to
a standard.
 This system is very easy and straight foward in term of it uses, this will create satisfaction
among the customers and of course this will lead to the customer’s loyalty.
 This system promote simpleness and with one this key feature, the system is very easy to
navigate not only by a long time user but also a novice users.

THREATS
 Internet access is one of the main problem within this system. This cause a major threat to the
system.
 Since the system have no anti virus to protect its data, a virus attack is prone to happen at any
times. This will cause the data that are stored in the databases will get infected and eventually
lost.
 Since today era, many peoples are obsessed with anything mobile. As everyone tend to be and
doing their everyday chores on smartphone, it is very necessary for the system to have a
mobioe version. However, the system only existed as a web based application, it does not have
the mobile version.

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17.0 GENERATE AND EVALUATE ALTERNATIVES

To install their very own server is quite expensive. Since the system is solely based on the internet
connection in order to access it, an individual internet connection which solely use by the purpose of
purchasing ticket should be established. This connection can only be used as the main connection to
operate the V3 system. This is because, if the internet connection is clouded with many connection
from external medium, this will lead to slow internet connection. Thus, an individual internet
connection should be established in order to solve this problem.

In order to avoid confusion among the vendors, the organization should varied the system in order
for its to be more individualistic and less confusing. The system should be more realistic in order for
the vendor to easily identified it as the organization’s main system.

Apart from that, the system should be equipped with the latest anti virus software. This is to avoid
any sudden virus attack that can cause harm to the company data and this will resulted in loss. With
the proper and highly secured anti virus, the customer’s data in particular can be stored without any
worries. Since this is an era where many online security threat have occured, it is highly
recommended to have high security in dealing with this online datas.

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18.0 RECOMMENDATION AND ACTION PLAN

In order to solve the problems that the organization have encountered, system administrator
should install an anti virus software that can help in securing the company’s datas. Much like a house
with an open entrance, a system without an antivirus is like that. Both intruders and burglars would
be drawn to your home by an open and vulnerable entrance. In the same way, both viruses would
end up being welcomed to the system by an unprotected system. An antivirus will function like a
locked door with a security guard that will ward off all the unwanted intruding viruses from
the system. Apart from that, other reason anti virus is a must is because the organization is dealing
with e commerce. For those engaging in e-commerce, this is important. A stable antivirus is a must-
have if we are running an online enterprise, taking online payments or storing any personal
information online. Premium company antivirus packs offer a higher degree of online protection,
supplying a customer with a stable atmosphere. One of the significant components of a complicated
online defence kit is the prompt identification and blocking of phishing and fake pages. Additional
online security features are offered by many AV vendors, such as enhanced defence of all financial
transactions with the aid of advanced encryption techniques.
Beside that, another action plan that can be carried out is to implement a mobile version of the
IS. When looking at their devices, more than half of mobile users have found a new business or
product. It's not only a smart thing to create a mobile-friendly website. It's imperative. The number 1
most important reason that we need a mobile and responsive website is that most of the customers
are using their smartphone to practically everything. One of the great things about getting a website
that is mobile-friendly is that we can meet a larger audience. Active websites make it easy to share
online and therefore make it more possible for web users to share on their social media. Plus, on
Google, smartphone friendliness is a ranking icon. Which implies that the search results of mobile-
friendly websites appear higher. A free way of performing higher on search engines is to have a
sensitive website. Why wouldn't we just want to take this chance? The further search results that
are more organic, the more leads and conversions. Apart from that, by having a mobile version of

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this system it is easier for the customers to contact the organization. The more easy it is for
customer to meet, the more likely they are to do it. Getting a mobile-friendly website ensures that it
is quick to find and click on the email address and phone number. Furthermore by having this mobile
version of IS, it is much convenient for the staff to access the system just by accessing it through
their smartphone.

CONCLUSION

The V3 system that are e commerce CRM incorporated will help the staff to key in all the passenger
information such as their names, phone number, email address, data and time to depart and places
of destination. When using the systems, staff did not have to do the traditional method which is
using the manual ticket. This proved to be time consuming. Having this Information System or IS is
very helpful. Beside that, there are many systems for ticketing out there and the company of buses
will have to choose the systems that they want to use easily without an expert knowledge and
training. The first thing that they need to check is the system management, system functions and
other criteria that is suitable to their needs within the organization.

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REFERENCES

Birman, K.P (2005). Reliable Distributed Systems: Technologies, Web Services and
Applications. New York: Springer.

Jarjis, J. M. (2006). Transformation Into A Knowledge-Based Economy: The Malaysia

Experience. In Proceeding Going Global 2006 – The Challenges for Knowledge- Based
Economies, 21-22 September 2006, Helsinki, Finland.
http://goingglobal2006.vtt.fi/pdf/jarjis2.pdf

MacManus, R. (2007). 10 Future Web Trends.

http://www.readwriteweb.com/archives/10_future_web_trends.php.

Payne, A. and frow, P. (2005). A Strategic framework for Customer Relationship Management.
Journal of Marketing. 69 (4), 167-176.

Kevin O. C., (2012): Web-Based Bus Reservation and Ticketing System: College of Computer Studies,
Ateneo de Naga University, Naga City, Philippines

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