Week 3 Petries Case Answers

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1. What do you think are the sources of the information Jim and his team collected? How do you think they collected all of that information? Jim and his team collected data from multiple sources and with different collection methods. Some of their data came from the employees and company leadership through direct interviews with key stakeholders. They also collected data from customers by having a focus group made up of loyal customers. They also researched and collected data from other company models by studying their own customer loyalty systems this uses the idea of studying business documents. 3. If you were looking for alternative approaches for Petrie’s customer loyalty program, where would you look for information? Where would you start? How would you know when you were done? I would start similarly to what Jim did. I would start with Interviews of both employees and customers but I would also add some direct observation of the use of the current system so I have some sample data to show what the current system is capable of and how employees tend to use it. I would also choose two or three other successful customer loyalty system implemented by other companies so we can pull some ideas from them. The way I would know that we had enough data would be when we can effectively answer where we wanted to go with the systems and be able to meet and understand how to fill the requirements we came up with. 5. Why shouldn’t Petrie’s staff build their own unique system in-house? Petrie's system if built in house would increase the cost and causes the process to rely on recreation or as the passage puts it reinventing the wheel. So with increased cost and longer time it is easier and cheaper to have it outsourced and the custom fit to other systems used by Petrie's. This limits the scope of work for Sanjay and his team because they only need to create the
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