MNM533 Managing the digital firm: Information Systems Today Assessment Answer

Introduction

The growth of the economy has slowed down after the emergence of covid-19 pandemic due to the shutdown of different production and manufacturing channels. The migration of the workforce has resulted in an immediate shortage of labor in running the businesses which resulted in a further economic recession. The report will discuss the impact of the pandemic on business operations. The report will shed light on the challenges faced by business organizations due to the pandemic. The business model and organization structure of JP Morgan operating in the UK will also be discussed. The report will examine the usage of information systems by an organization to get a competitive advantage. Information systems take an important part in business organizations’ growth. Covid-19 has made tremendous effects on business companies. Covid-19 responses have speeded up technological adoption through the emergence of digital technology. The report has focused on the business organization’s culture, and structure examination of JP Morgan UK firm to analyze its information system and technological adoption (Dauderstädt, 2022). To stay competitive in the market JP Morgan is required to adopt new technologies and their implications in business practices.

PART A

Impact of COVID-19 on Business

According to a survey of more than 5,800 businesses worldwide, the majority of the business owners believed that the economic impact of COVID-19 is not the same for every business in different sectors. The shutdown of many businesses suggests that the pandemic had already caused massive disruptions in the supply chain operations of many businesses. Almost 43% of businesses had temporarily closed due to COVID-19 restrictions (Bartik et al., 2020).

This had a massive impact on reductions in market demand and employee health. Another reason for shutting down many businesses is linked to disruptions in the supply chain. Approximately, the businesses had to lay off 39% of their regular employees to sustain the market loss. This led to a massive increase in the unemployment rate worldwide. The Mid-Atlantic region has been severely impacted due to 54% of firms being closed and the employment rate decreased by 47% (Datta & Datta, 2020). Several business sectors have struggled due to covid which include the retail industry, arts & entertainment, food & beverage, and hospitality businesses. Every sector has reported a decrease in employment by 50%; However, some sectors were comparatively less affected that include finance, Information Technology, and real estate businesses due to less disruption in their supply chain. These industries were capable enough of remote production.

According to the study, the Covid-19 epidemic has a detrimental impact on the industry. Maintaining ties with clients is the first of the top three issues that have been identified. Growth in business sales is rapidly declining. Due to budget cuts and postponing forthcoming initiatives, sales have been faltering. The COVID-19 outbreak began as a public health concern before quickly turning into an economic one. Most governments have utilized lockdowns, curfews, and other restrictions on in-person gatherings since the epidemic started to lower infection and hospitalization rates. For both enterprises and people, these limitations have had negative economic effects (Kwan & Mertens, 2020). During the COVID-19 epidemic, several governments made an effort to assist companies, but the private sector was still confronted with weaker demand, disrupted supply chains, lower investment, and lower expectations.

Figure : Effects of the Covid-19 Pandemic on Business operations

Source: (Kwan & Mertens, 2020)

Many businesses were forced to close due to lockdown and physical separation, while those deemed "essential" or "key" would society were allowed or required to continue operating. There were instances of food, toilet paper, and gas stations. Governments all across the globe made a distinction between businesses that could continue to operate with or without clients and those that had to temporarily cease operations. Government support and geographical distance varied across nations. In reaction to the epidemic, approximately 90% of nations have made space available for enterprises, helped entrepreneurs, and supplied 80% of small businesses with financial support to reduce economic strife. Several medium- and low-income countries have gotten little or no assistance despite widespread support. After the outbreak, digitalization picked up speed. Corporate shifts to Internet platforms were promoted by curfews, lockdowns, and a general dread of proximity (Tarhini et al. 2022). Successful business model adjustments included tailoring products and services to new customers and making things more accessible, such as by delivering online platforms or web-based services to rivals. This was true, especially for non-key firms.

Financial firms generated cash and extended credit totaling $2.3 trillion in 2020 to assist consumers and companies of all sizes make payrolls, avert layoffs, and sustain operations. The PPP program has given over $40 billion to over 400,000 small enterprises until March 2021. Over 2 million accounts have been delayed and reimbursed since March 13, 2020. The firm invested $250 million in worldwide business and philanthropy, targeting the most disadvantaged and pandemic-stricken regions (Lu et al. 2021). Its long-term efforts in building a robust and resilient organization allow us to achieve all this and more.

Figure: Effects of the Covid-19 pandemic in the UK

Source: (Lu et al. 2021)

The usage of Information Systems by the organization to get a Competitive Advantage

Information systems can be used by startup companies to achieve a competitive advantage in their respective operating market. In the modern era, it is very common to see the diversion of funds have been allocated to the Information Technology department of the respective companies (Fallucchi et al., 2020). These funds can be utilized in research and development to innovate new products and also helps to increase efficiency. Information systems help any nature of companies in competing with others by achieving low operational costs by doing

innovations in their strategic planning. This helps in creating uniqueness and also helps in differentiating their products or services. It helps startups to focus on a niche market by strengthening relations with customers and suppliers. This will help in removing the new market barrier and ensures better sustainability in high competition. These competitions in domestic as well as international markets forced the companies to focus on their IT infrastructure. Organizations such as scalable startups or small businesses can gain competitive advantages through the implementation of management information systems (MIS) (Prifti et al., 2020). MIS helps in the integration of the flow with the delivery of performance. It also helps the senior leadership and management of the companies to manage and monitor the constantly evolving business market.

Business firms are using MIS to Collect and organize data. MIS helps in the integration of operations performance metrics in the central server of the company. By doing this, the senior management can easily access the performance matrix without any assistance from IT personnel (Akpan, Udoh & Adebisi, 2022). MIS also promotes collaboration through inter-departmental communications, MIS provides the same data to every decision-maker of the business to take any effective decision and it also saves time and effort by moving their computing capabilities to the cloud.

Porter's competitive forces model describes information systems' competitive edge. The model "provides an overall perspective of the firm, its competitors, and its business environment". Five competing factors determine the firm's destiny. Traditional competitors offer comparable goods and services. Companies fight to recruit and satisfy customers. New Market Entrants are new businesses. Every company enters the market differently. Capital expenses determine entry barriers. Substitute Products are sold in most industries. Companies create superior items at little cost. Because their business depends on suppliers and consumers, companies must prioritize these relationships. A company requires several suppliers to control and receive raw materials on time to satisfy client demands (Jones et al. 2020). This attracts and retains consumers. Information systems help businesses compete.

Traditional rivals, new market entrants, substitute goods, consumers, and suppliers aid competitive advantage. Businesses' tactics for fighting these competitive pressures are crucial. The internet substantially impacts competitive advantage. Businesses compete globally with diverse business models using this and information systems. Quality, design, and business procedure may also compete. Today's companies need information technology to remain connected to the globe and its consumers. Information systems speed up business-customer communication. This speedy communication lets suppliers know what to provide and demand faster (Naroo et al. 2022). Knowing supply demand improves efficiency and customer satisfaction. Information systems' efficiency boosts providers' income.

Part B – Business Case Study

a) Business Description of JP Morgan

JP Morgan is a leading US-based business firm operating in more than 60 countries to provide financial services worldwide. The company has been providing banking and financial services for more than 200 years. The company is a global leader in providing investment banking and lending facilities for consumers and small businesses (Wewege, Lee & Thomsett, 2020). The company also manages the assets and wealth of private institutions or private investors. More than 240,000 employees are actively working in the company worldwide (Coates et al., 2020).

The company has a significant record of serving financial and banking services to more than millions of customers in the United States. The vision of the company is to be the leading financial institution in the world, The company provides diversified financial services that include consumer banking, investment banking, commercial banking, and wealth management. The net income of JP Morgan is categorically divided into four segments. The majority percentage of total income comes from Investment Banking and Retail Services.

Figure: JP Morgan net income distribution

Source: www.theatlantic.com, 2023

The leadership style that follows within the institution is autocratic. This helps in making effective decisions within the Board of Directors and Investors of the company (Dastane, 2020). The employees and the junior management are mostly not involved in the decision-making process. This helps in saving time. In 2021, JP Morgan Chase had more than $3.7 trillion in assets.

The company follows a hierarchical structure for risk management. Within the Board of Directors, several departments include Board Risk Committee, Public Responsibility Committee, Compensation & Management Development Committee, Corporate Governance Committee, and Audit Committee. Under the Chief Executive Officer of the company, there are several executives (Roncalli, 2020). They are the Chief Risk Officer, CFO, COO, and Head of HR in the lower hierarchy.

Company Structure

JP Morgan Chase and Co. is a US-based financial firm that serves its services all over the world. The company operates through the segment of consumer and community Banking (CCB), Corporate and Investment Banking, Commercial banking, and Asset, and Wealth management. JP Morgan company’s leadership style is autocratic. Morgan’s clear vision, aim
and goal helps to operate the business successfully (Dauderstädt, 2022). Morgan has given detailed instructions through a top-down approach and helps to monitor workforce efficiency.

Company Culture

The company’s culture helps to adopt the information systems, However, JP Morgan believes in employee diversity and wants to be a world-class company in the world. Fostering a culture, the company gives respect to all of its employees, and it is committed to make employees feel valued in the company. The culture of the company is talent-driven. Focusing on the experience, the company created a better place for work. The inclusive and diverse work culture of JP Morgan helps to employ technological adoption and information systems to help in work.

Technological Adoption

JP Morgan has employed 50,000 technologies over 21 global technology centers, which helps the company to employ technological advancements in financial firms (Dauderstädt, 2022). The company designs builds, and deploys technology to enable the service industry to be competitive.

b) Use of Information systems

JP Morgan uses information systems and the internet to perform data analytics of 150 petabytes of data. Approximately, the company manages an account of 3.5 billion users and more than 30,000 databases. JP Morgan offers its financial services in more than 60 countries worldwide. The company uses a big database to contain that data and information. The company uses big data analytics to study customer behavior and also helps in assessing any kind of Risk in the financial market of the operating countries. JP Morgan uses Hadoop which is an open-source network that helps in identifying potential sets of products to deliver to customers (Xiong, 2020). The main motive of the company is to deliver the right product to the right customer and that will help in enhancing customer satisfaction. The company will perform big data analytics using Apache Hadoop which helps in tracking the huge number of transactions. Hadoop will process the customer data and help in detecting fraud through Risk management (Shakya & Smys, 2021). It also helps in credit assessment to avoid a huge number of Non-Performing Assets (NPA). The uncertainty in the financial market can be predicted with the help of information systems and advanced technology such as big data, machine learning, and artificial intelligence. On average, JP Morgan spent $250 million in a year on maintaining cyber security protocols. It also helps in cash management by tracking down the proper investment of funds and ensuring working capital protection.

Using information system

After the Covid-19 pandemic, JP Morgan has employed technological solutions to develop big data, mobile payments, electronic payments, and cloud computing systems. The company is going to compete with top-tech giants for employee talent and consumer attention. JP Morgan Chase works with Tableau for its DBMS software, which helps financial institutions to stay compliant (Antai, & Eze, 2023). It allows the operation of data, data governance, and efficient services to the clients.

Figure: Information systems in accounting

Source: (Antai, & Eze, 2023)

Using Web

Thought Machine's cloud-native core banking system is replacing JP Morgan Chase's. Vault, inspired by Google, allows banks to provide consumers with identical functionality and simplicity of use.

Using Internet

Most large banks, including JPMorgan and Goldman Sachs, use Java, but Two Sigma does too. J.P. Morgan Online lets customers see holdings, account balances, transactions, statements, and performance (Farmaki et al. 2022).

Figur: Financial informations system

Source: (Farmaki et al. 2022)

c) Operational excellence

In terms of enhancing the business excellency of JP Morgan, it is suggested to implement an expert information system, as this can increase the influence of business, through improving the connection between the latest information technology and organizational demand. An expert information system is defined as a strategic information system, which is a computer program (Tallon et al., 2019). An expert information system that utilizes different forms of artificial intelligence for simulating an organization and helps in building efficiency and experience in the particular area in which they operate. The expert information system may assist the management in facilitating and providing exact data and information for easy procedures and help in improving the overall decision-making processes. Additionally, this can also provide the organization with robust solutions that will help in addressing complex situations and help in gathering significant knowledge that can be used for increasing overall technological adoption. Expert information system applications comprise network administration, data mining and database management, computer vision and image processing, speech recognition, biometrics, and software for sophisticated evaluation which might ensure an overall improvement within the organization.

Additionally to this, JP Morgan is also suggested to improve its strategic management system by implementing a customer relationship management system (CRM) in terms of increasing its intimacy with consumers, while also excelling at operational excellence. Implementing a customer relationship management system will support the organization to examine real-time consumer information and help in managing consumer interaction and intimacy levels in every situation (Ismagilova et al., 2019). The enterprise resources planning software (ERP) can also be implemented in addition to the customer relationship management system. ERP is an internet technology-based strategic information system, which comes with a main focus of managing organizational functions and planning. The CRM system will allow the organization to drive sales and manage information of consumers in real-time, while on the other hand, the ERP system will help the business to streamline its operations while influencing stable information management and reducing overall costs. Both the CRM and ERP system combined together are found to be more efficient when implemented together and can influence the development of an improved strategic information system. At a high level, combining ERP and CRM will enable JP Morgan personnel to deliver faster, more informed, and personalized customer support. This may eliminate discrepancies between the amount of inventory and sales, improve quotation accuracy, reduce manual data input, and make additional details about each consumer the organization deals with.

Hence, upon implementing the mentioned strategic information system, the organization can get access to three types of strategic information, which include environmental information, internal information and competitive information. Each of these will allow JP Morgan to get access to various tools and strategies that will aid in the application of analytical tools and metrics across its different areas to ensure efficiency and excellence. Additionally, this will also improve technological implementation, which will provide an additional benefit to the organization, in terms of ensuring long-term sustainability in the market, upon achieving competitive advantages (Hock-Doepgen et al., 2021). This approach of adopting a strategic information system, such as an expert information system, CRM and ERP can assist the organization in gaining market share by utilizing information technology to satisfy its tough and challenging requirements in the corporate environment, influencing an overall developed organizational performance, efficiency and excellence.

Operational excellence can additionally be achieved when every stakeholder of the company will be interested in the progress of the company. At JP Morgan Chase, the management of the company always set higher standards for achieving excellence (Bag et al., 2020). This can be done by proper evaluation of performance measurement through a detailed scorecard. The company motivates its employees to strive for excellence and not to be satisfied with mediocre performance. The leaders and managers of the company manage teamwork in such a way that every member of the team will give maximum effort. The operational excellence at JP Morgan can be achieved through regular monitoring and tracking of the balance sheet. Transparent and accurate processes play a huge role in achieving excellence. To achieve operational excellence in Risk management, raising red flags is every individual's responsibility. It is necessary to anticipate the problems early and be prepared with a solution.

Figure: “current” and a “to be” map

Source: (Bag et al., 2020)

Operational excellence can also be achieved within JP Morgan through Internal governance and control. Having a strong relationship with investors, customers, and employees is very important. The business objectives should focus on making profits and also focus on sustainable long-term goals (El-Telbany, Abdelghaffar & Amin, 2020). It is the responsibility of all the stakeholders to guard the firm's resources. Giving ownership to the employees will contribute more towards achieving operational excellence. Cutting down waste will ensure optimum utilization of the resources. Technology can hugely contribute to operational excellence by making business operations effective, fast, and simple. Building a disciplined organization culture helps the employees to strive for excellence and also helps them to be consistent in their daily performance. Implementation of these factors will help JP Morgan to achieve operational excellence in their business.

d) Knowledge Management Value Chain

The pandemic has forced business organizations to understand the need for a reliable supply chain. Managing the supply chain will include the identification of supply chain pain points. The usage of virtual cards and P-Cards will help cut down expenses at JP Morgan. In North America, 26% of the population uses virtual cards while globally 13% uses virtual cards (Palmer, Gupta & Brandt, 2019). As per the statistics of the P-Cards program, 84% of North America and 34% globally have participated in the program. To avoid market disruption, the focus should be on strengthening the working capital of the company. Treasury plays a crucial role in financing the inventory of the company.

A knowledge value chain is essential for managing knowledge, as it is a series of intellectual tasks that knowledge workers perform in order to develop their employer's distinctive competitive edge and/or ecological and social benefits.

Figure: Knowledge management value chain

Source: Di Vaio et al., 2021

According to the above figure, it can be seen that there are a total of four stages of the knowledge management value chain which include acquiring/acquisition, storage, distribution and application of knowledge. It can be said that information and knowledge are necessary for creating a coherent and organized knowledge system, they make use of data from the company's transaction processing systems, which will help in keeping track of sales, settlements, inventory, clients, and other crucial areas, as well as data from outside sources (Di Vaio et al., 2021). Hence, in order to maintain fluency in gaining this knowledge, the organization is required to acquire different information, surrounding business analytics, data mining, machine learning, knowledge workstations, neural networks and expert knowledge networks
Once the information has been acquired, the organization would have to store the information to make further use of it. In terms of doing it, the organization is required to create a database, including expert systems, knowledge databases and coherent systems that can help in preserving the information which is acquired.
The third stage will include dissemination, which is the collaborative method of disseminating information to specific audiences in order for it to be used to effect change. This stage will make use of portals, collaboration, social business tools and search engines are the major collaboration tools for sharing and disseminating knowledge and information.
The last stage is identified as the knowledge application. In this stage, new knowledge must be integrated into a company's business processes and important application systems, through implementing enterprise applications and decision support systems for managing critical internal operations of the company and customer and supplier interactions.

Conclusion

The report highlighted the impact of covid-19 on businesses in multiple sectors across the world. From the report it is clearly showing that JP Morgan has struggled to maintain its competitive advantage after the effects of covid-19 pandemic and is employing information systems, Web, technologies, and also the Internet for making its competitive advantage. The investigation it is clearly showing the organisation is focused on the talent of the employees and it is also a technology-driven financial firm that provides customers with self-payments and mobile banking facilities. New knowledge must be integrated to the company for implementing successful changes.

JP Morgan is a financial firm that provides services to its customers worldwide. The study has given an overview of how the firm can employ information systems, using the web and the Internet to provide superior services to its customers. The study has also noted its organizational culture, organizational structure, and its related importance for digital technologies.

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