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QUALIFI Level 7

Diploma in Strategic Management and Leadership

Name : Dasuni Madara Kodagoda

Admission No : 202100590

1 Ashley Road, London, United Kingdom N17 9LP

Tel: +44(0)20 3393 4820
Email: [email protected]
Web: www.londonsee.co.uk

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Information Management and Strategic Decision Taking

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Table of Content

Executive Summary .........................................................................................................................4

Introduction ......................................................................................................................................5
Task 1 ................................................................................................................................................ 6
Features of data and information ............................................................................................... 6
Criteria to be applied when selecting data and information to support decision-making ..........7
Impact of a management information system to an organization .............................................. 8
Task 2 ................................................................................................................................................ 8
Legal responsibilities in sourcing, sharing, and storing information .........................................9
When information should be offered and access allowed ....................................................... 10
Formats in which information can be offered ..........................................................................13
Task 3 .............................................................................................................................................. 14
Information patterns and trends ............................................................................................... 14
Range of decision-making tools and techniques available to support a strategic decision ..... 15
Source available to assist in analyzing data information ......................................................... 17
Task 4 .............................................................................................................................................. 18
Methods of evaluating management information within an organization ............................... 18
Process for analyzing the impact of information on strategic decision-made ......................... 19
References .......................................................................................................................................20

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Executive Summary

With total annual sales above $600 million, Brandix is the sole major garment exporter in Sri
Lanka in terms of revenue. 38 manufacturing sites, located among other places in Sri Lanka,
India, and Bangladesh, support the organization's over 43,000 Associates. When it comes to
information technology, data is referred to as a collection of facts regarding actual events. The
fact that the data in this collection is in raw form shows that it is unstructured and unprocessed,
and because it is not organized and processed, it cannot be used for any practical purpose. Any
firm that competes in the business sector has a significant edge over competitors in the ability to
gather and analyze data. It is essential that the data is gathered with care and accuracy since the
knowledge derived from this data is utilized to guide the decision-making processes of the
business in question. Information exchanged within an organization aids in the construction of a
strong team by offering employees the chance to express their thoughts, inspirations, and new
innovations, talk about various subjects, and find answers to pressing issues. Additionally, it
ensures that their personal information is handled properly, which calls for, among other things,
the collection, access, and processing of information in line with the Data Protection Act.

Organizations can base their strategic decisions on the information they have obtained by using
information systems to discover and forecast patterns and trends in all parts of their business,
including the market, competition, and customer preferences. Following that, organizations can
take appropriate action to accomplish their objectives. It is essential to have access to
information resources, including expertise and data. Information resources are more valuable
than ever for any corporation in the cutthroat commercial environment of today.

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Introduction

Brandix was made possible because to the assistance of Martin Trust, an American commonly
regarded as the "Father of the Modern Sri Lankan Apparel Industry." a conglomerate that was
formerly a part of the Omar Group and was established in 1972. The company was established in
2002 as Brandix Pvt Ltd, a private limited company, in accordance with Companies Act No. 7 of
2007. The Seeduwa branch of the Brandix company received the first LEED (Leadership in
Energy and Environmental Design) platinum certification there in 2008. The company, which
has its main office in Colombo, also has domestic divisions in places like Seeduwa, Mirigama,
Batticaloa, and Pannala.

With annual sales over $600 million, Brandix is the sole largest exporter of clothing in Sri Lanka.
The company employs almost 43,000 Associates, who are supported by 38 production facilities
situated in Bangladesh, India, and Sri Lanka. More than half of the value addition in the area is
attributed to the Group's backward-linked activities in the textile, thread, button, and hanger
industries, the company claims. Examining a select portfolio reveals, among other exceptional
businesses, Victoria's Secret, Gap, Next, and Marks & Spencer.

The company's areas of expertise include casual bottoms, intimate and athletic clothing, woven
and knitted textiles, and a range of garment industry accessories. Producing fabric, buttons, and
hangers for Brandix strengthens their core competencies in advanced research and development,
outstanding design, fabric printing, washing, dyeing, wet processing, finishing, and relentless
quality control services with the quickest turnaround times in the textile industry. This gives us
the most tactical advantage in the sector. They embed and integrate these services into a seamless
verticality as part of the value chain they offer to their clients (EDB, 2021).

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Task 1

Features of data and information

Data is a group of facts about past events, according to the definition given for it. This
collection's data cannot be used for any practical purposes, such as figuring out a person's
identity, age, or price, to name a few. This is because the data is in raw form, which indicates
that it is chaotic and unprocessed (Beal, 2021).

Information theory defines information as well-organized, well-processed, and pertinent data.

Information theory states that information is produced from unprocessed data. The end users
make use of this important data to hasten decision-making. Examples consist of sales reports,
employee records, and other data of a similar nature (Your Dictionary, 2021).

It is important to consider all factors, including accessibility, relevance, comprehensibility,

timeliness, and accuracy. Information must always be accessible to management and other
employees for the business to run smoothly. All departmental staff must always have access to
pertinent information for the organization to run smoothly. The information provided must be
relevant to the operations, duties, and activities of the department under discussion. In order to
achieve the desired outcome, the information must be time-sensitive, which necessitates that it be
acceptable for carrying out related activities, easily understandable, clear, properly organized and
structured, and accurate (Kang, 2016).

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Criteria to be applied when selecting data and information to support

decision-making
Any company that operates in the business sector must have the ability to gather and analyze data.
The data must be collected carefully because the knowledge drawn from it is used to guide the
company in question's decision-making processes. In order to make an informed decision, it is
important to analyze a number of factors while choosing facts and information. Correctness,
validity, clarity, and other elements are among these requirements.

The criteria that were applied in the data gathering are as follows:

Consistency: Since consistent data leads to reliable, steady, well-organized, and well-structured
information, among other qualities, consistent data is essential for the creation of good
management information.

Completeness: The accuracy of the data demonstrates that the decision-maker has access to the
most recent data available. Insufficient managerial information due to inaccurate data could
compromise the effectiveness of decision-making.

Accuracy: When it comes to management information, accuracy is essential since reliable data
can produce extremely beneficial results. The accuracy of the data depends on its timeliness;
otherwise, errors would show up in the findings.

Validity: Data must, among other things, have been carefully obtained, come from an authentic
source, and be correct in order to be considered valid. The source of the data must be determined
and verified before use.

The following are the data selection criteria that were used:

Clarity: The information produced must be clear and simple to grasp because only in this way
will organization personnel be able to apply the pertinent information in the appropriate situation.

Specified Data: To produce highly valuable and standard information, data must fulfill a number
of quality requirements, including being in the right format, being properly organized and
structured, and being communicated using a common data transmission method, among others.

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Presentation: The management information system must, among other things, be able to present
information in the proper format, order, and well-structured and aesthetically pleasing design. As
a result, a thorough description of the organization will be given.

Availability: To ensure that all tasks can be completed effectively and that management
information can provide results that are up to date, it is essential to ensure that information is
regularly made available to management information.

On the other hand, the material should be brief and to the point so that management can react to
it right away. It shouldn't take more than a few minutes to read and understand.
(Granath, 2018)

Impact of a management information system to an organization

Increasing productivity and creativity: Workers are educated via management information
systems. An organization can quickly increase productivity by producing more goods in less time.
Fresh thoughts and new ways of thinking are also inspired by it.

Developing policy: The use of information resources for policy development, planning,
implementation, and assessment is maximized by companies with the use of management
information systems (MIS).

Using strategic data sources: Strategic information resources aid businesses in developing new
products and services. Organizations are better able to prepare and implement new policies
quickly. Businesses, governments, and nonprofit organizations can more effectively use
information resources thanks to strategic information resources.

Using ICT to access information: ICT tools (information and communication technology) are the
information sources that management information systems use most frequently. Product
information, research, new technologies, industry standards, employee and customer satisfaction,
and All forms of communication are available thanks to these technologies.

Management of corporate, internal, and external information: Customers' tastes and wants are
efficiently managed with the use of the management information system (MIS).

(customer monitor, 2018)

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Task 2

By giving employees the chance to express their ideas, inspirations, and new inventions, discuss
a range of subjects, and find answers to urgent problems, information sharing within a firm helps
to create a cohesive team. Whether it's about people, goods, rules, customers, or rivals,
everything works together to increase the organization's efficiency over time.

Legal responsibilities in sourcing, sharing, and storing information

The protection of confidential information and the preservation of personal information: Extra
care must be taken to ensure that the information is fully compliant with the Data Protection Act
of the relevant country while obtaining, exchanging, and retaining it. Information about
individuals or organizations must not be shared without their express consent.

Software and intellectual property protection must be ensured: It is vital to follow the guidelines
of the copyright and software protection statutes while using any kind of data, information, or
computer software. This means that anyone intending to use another person's work must first
obtain their permission, as well as that of the organization to which it belongs, before doing so.

Compliance with contract obligations: When sourcing, distributing, and storing information
under a conditional agreement, you must make sure that you are abiding by the conditions of the
agreement in order to avoid violating the terms of the agreement.

Conditions of conditional agreement obligations: ISIS and crime (criminal law, not civil law) are
the two things that worry me. Information crimes include fraud, which is defined as the dishonest
use of information, infringements, which is defined as the breaking of laws and regulations, and
misuse, which is defined as the use of information to make a person or organization unpopular.

(EU, 2020)

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When information should be offered and access allowed

Organizations and individuals have a right to information about the information that is kept about
them and the reason it is kept. Their personal information must be collected, accessed, and
processed in line with the Data Protection Act in order to ensure that the Data Protection Act's
requirements are met. Anyone involved in the processing of another person's personal
information is required to abide by each of the eight principles of the Data Protection Act, which
are described in more detail below.

1. It has to be just and legitimate.

The information must not negatively affect the person or be utilized in a way they wouldn't
expect it to be used, and you must have a good cause for collecting it. It cannot be overstated
how important it is for businesses to guarantee that their data is only used in ways that customers
expect and to be entirely upfront about how they intend to use it. It is possible for consumers to
decide whether or not to reveal specific pieces of personal information if they are given thorough
information about how their information will be used.

2. Particularly designed for its intended application

Organizations must be transparent and honest about the justifications for gathering personal data
and the intended uses for that data. Only the purposes for which you originally provided them
with your personal data should be used. A company must get consent from consumers before
utilizing their personal information for marketing to them on behalf of other companies. Imagine
that a neighborhood toy shop decides to start selling bicycles for kids. They are most definitely
within their legal rights if they market the bikes to their current clientele. Contrarily, personal
information about a client may not be disclosed to outside parties unless that customer has
specifically authorized such usage. Customers' personally identifiable information should never
be disclosed to a third party outside the company without their express consent.

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3. Be sufficient and used just for the necessary needs.

You should only keep on file about your clients the data that is required for the purpose for
which it is being used (such as billing information). Avoid keeping more data about your clients
than is actually required to do business with them. The most effective strategy, known as
"minimization," involves determining the knowledge you will need to attain your goals. This
would be the case, for instance, if someone decided to discontinue using a certain good or service.
As a result, in this case, the company should just save the absolute minimum of data essential to
keep track of previous customers.

4. Reliable and up to current information

It must take all necessary measures to keep the data current and to make sure that it is updated or
modified if it turns out to be false or inaccurate. A business is not allowed to contact a client
using the information that was previously provided if the customer updates the data that the
business has on them. Organizations should take proactive measures to make sure they have the
most recent information about a person possible rather than passively waiting for people to
contact them in order to keep their information as current as is practical.

5. It is not kept in storage any longer than is required.

It must take all necessary measures to keep the data current and to make sure that it is updated or
modified if it turns out to be false or inaccurate. A business is not allowed to contact a client
using the information that was previously provided if the customer updates the data that the
business has on them. Organizations should take proactive measures to ensure that they have the
most up-to-date information about a person possible rather than passively waiting for people to
contact them in order to keep their information as current as is practical.

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6. Take into account each person's rights

People who control their personal data have the right to access it, have it updated if it is
inaccurate, has its use stopped if it is upsetting them, stop it from being used for direct marketing,
and request compensation if it has been handled improperly. Customers have the right to request
the removal or destruction of specific information about them that they believe has been
unlawfully gathered or is being exploited. Customers should not request broad information, only
information that is pertinent to their requirements and interests. It is the organization's job to
determine whether or not the information is pertinent to the client who has requested it after
receiving a request for information. Customers can also submit a subject access request to obtain
a copy of the information that has been gathered about them. This type of request is frequently
made via email, fax, or plain old letter. Despite the fact that businesses can offer people an online
form to request that they no longer retain information about them, they shouldn't make this the
only way to do so.

7. Ensured to be safe and secure

If you want to keep your personal information safe and secure while also avoiding being exposed
to an excessive risk of data theft or other security breaches, it is imperative that you put in place
an effective physical and technical security system. It is highly recommended that you train your
organization's workers on data protection and cyber security. Additionally, your information
security system should be sufficient for the kind of business you run and the data you gather
from and about your clients. Information security measures should be more strict at financial
organizations than they are at local bookstores.

8. It may not be transferred outside of the European Economic Area.

Sending data to nations with less stringent data protection standards than the United States of
America is not recommended. For instance, the EU's "Privacy Shield" program allows American
businesses to participate in the legal movement of data across international boundaries with
respect to the United States. Sending and receiving data is permitted within the European
Economic Area (EEA) and a select few other nations.

2017 (VinciWorks)

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Formats in which information can be offered

compared to manual format information, which is almost always provided on paper (printed or
handwritten) and includes items like log books, manual order books, letters, books, and reports,
electronic format information is provided through computer-generated means such as email,
Microsoft Word file (MS Word), Microsoft Excel sheet (Excel sheet), PDF, Jpeg, GPX, and so
forth.
The list of staff members would include details on the organization's employees, management,
and other staff members who are in charge of various duties inside the company. It might be
computer-generated or handwritten. Names, positions, phone numbers, and other contact
information are frequently included in this.
Libraries are highly structured and ordered data storage systems that are used in computers to,
among other things, store data files such as directories, documents, photos, and videos in a
logical order. Data files are kept in libraries, a kind of well-organized, highly-structured data
storage system. E-books, e-journals, and many other sorts of electronic content are now housed
in a sizable number of electronic libraries. In addition to having manual libraries, which also
contain books, journals, research papers, reports, and other similar materials, the majority of
organizations also have electronic libraries.
A "folder" is a container that computer systems use to organize other folders, programs, and files
that are kept on a hard drive. Most frequently, an icon of a folder containing files is used to
symbolize folders on a computer screen. Documents like invoices, reports, expenses, and other
similar items are frequently archived using manual folders as they are produced.
Any self-contained piece of work that was produced using an application program and saved
with a distinctive file name is considered a computer-generated document. This one-of-a-kind
identification is used to locate and retrieve the required document. Manual documents are
physical records that are stored in hard copy or handwritten form, such as manuals, personal
information, and other comparable materials.
List items contained within lists of other items: In this kind of structure, related items are
grouped together under a single category, and the items that make up the category are referred to
as subcategories of the primary category, which is a hierarchical structure. A well-organized
system makes sure that items are stored in a way that is convenient and makes it easy to find and
locate a certain item. All items in the library are categorized, and each category has a list of
related things as well as sub-items. Additionally, the titles of each item are listed in alphabetical
order. The vast amount of materials available in the library can be intimidating, but this
classification helps in the search for and location of objects among them.
(recordnations, 2020)

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Task 3

Information patterns and trends

Organizations can use information systems to uncover and predict patterns and trends in all
aspects of their business, such as the market, competition, and client demands, and then act on
that knowledge to make wise strategic decisions based on the knowledge they have gathered.
The market includes Information systems, which analyze market data and use the results to make
decisions about the organization's future plans, enable the improvement of product quality,
productivity, price adjustments, the introduction of new products, and the direction of the
organization's future plans. Customer profiling is the process of gathering and storing data about
customers using information technology.
The competition is as follows: Based on the information system's analysis of market data, a
company can choose whether to lower the price of its products, improve their quality, enhance its
advertising campaign, offer more services to customers and shareholders, make its products more
accessible, and so on in order to compete with other businesses in the marketplace.
Based on the findings of an information system analysis, a company can produce a cost-effective
product at a low cost and effectively use the resources at hand, which can include, among other
things, reducing manufacturing time, making proper use of materials, producing the required
amount of product, and reducing manufacturing defects.
Information technology has considerably improved the organization's legislative system, which
has evolved over time. In addition to the Data Protection Act and other local and international
legislation, they also abide by the legal rights and obligations of their clients. Other than that,
businesses might use lawful means to entice clients and out-compete rivals. On the basis of the
findings of information analysis, they can also construct hardware and software and disseminate
information through the use of information resources.
The information system analyzes the data gathered to forecast customer demands, including what
customers want, whether products need to be improved, whether new products could be
introduced, whether products are easily accessible to customers, whether policy and legislation
need to be changed, whether customers can make complaints and offer advice, and whether they
are satisfied with prices. (CATALANO, 2021).

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Range of decision-making tools and techniques available to support a strategic

decision

Organizational SWOT Analysis:

An organization can perform a structural analysis of its own strengths, weaknesses, opportunities,
and threats using the SWOT study tool in conjunction with other tools. Organizations can
perform a structural study of their own strengths, weaknesses, opportunities, and threats using
SWOT analysis tools.
The analysis is not the final stage, but rather a stage that must be finished before any action
planning can start. It is based on the discussions and perspectives of the participants. Identify and
take advantage of as many chances as you can while addressing any potential present and future
challenges (such as possibilities, value in five years, product demands, etc.).The organization
must evaluate its weaknesses (developments, competition, product quality, customer
communication, etc.) as well as its strengths (people, knowledge-based products, competition,
and production) in order to maximize each of its strengths.

PESTEL Analysis:

Marketers use the PESTEL framework and tool to find any macro-environmental factors that
might affect the organization or business they are collaborating with. It also goes by the name
PESTEL framework or tool. PESTEL is an acronym for Political, Economic, Social,
Technological, Legal, and Environmental elements in the business sector. When the letters are
extended, they create the letters PEL (for political), E (for economic), S (for social), T (for
technological), L (for legal), and E (for environmental). Conducting a PESTEL analysis is
crucial because it provides you with a comprehensive perspective of your environment from all
of the pertinent angles that could have an impact on your work.A PESTEL study is more than
simply a tool for comprehending the market; it also serves to hold an organization accountable to
its aims and values as a result of those actions. It is the foundation for defining what a
corporation should and should not do. In fact, numerous studies have shown that businesses that
are fast to notice and react to changes in their environment are also those who are able to seize
market opportunities and set themselves apart from their rivals in a competitive climate. Each
industry is unquestionably unique, and as a result, each study component's importance will vary
from one industry to the next. This has the effect of guaranteeing that no two analyses will ever
be identical. Before beginning the planning process, any marketer who is building a strategy
should be aware of what a PESTEL study is and how to conduct one.

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Mckinsey 7S Model:

The abbreviation Mckinsey 7S refers to Mckinsey Seven-Second. A business McKinsey 7S

model, which takes into account seven key internal factors including strategy, structure, systems,
shared values, style, personnel, and skills, is used to analyze organizational design. In order to
determine whether these variables are properly in sync and enable the company to meet its model
look at the goals. McKinsey consultant Tom Peters created it. In the 1980s, Robert Waterman
and Julien Philips worked with Richard Pascale Richard Pascale and Anthony G. Athos assisted
Anthony G. Athos in the 1980s.1980s It continues to be one of the most popular strategic
planning tools available. because it has been widely embraced among academics and
practitioners ever since it was first introduced. It aimed to show that human resources (Soft S),
rather than the usual mass-production tangibles of capital, infrastructure, and equipment, were
the most crucial drivers in boosting organizational performance over the long run. The model
was developed with the intention of showing how the seven components of a company—
Structure, Strategy, Skills, Staff, Style, Systems, and Shared Values—could be connected in
order to promote effectiveness in a corporation. Every change in one area of a business must be
accompanied by adjustments in the other six areas as a result of the change in the first area since
all seven areas are interdependent and necessary for the business to function effectively.
Model-driven DSS (Model-Driven Systems): A sophisticated Decision Support System (DSS),
such as a model-driven DSS, aids users in decision evaluation or the selection of suitable
alternatives from a variety of options. It is utilized by the management and employees of the
company as well as by other people who frequently engage with the firm. The system can be
used for a variety of activities, including scheduling, decision analysis, and other tasks,
depending on how the model is built. Model-driven DSS systems can be set up in a variety of
ways, including client/server systems, the internet, stand-alone PCs with all required hardware
and software already installed, and other methods. The Data-Driven Decision Support System
(DSS), which was developed by the organization's management and is used to make choices, is
extensively used by employees and providers of goods and services. To be more precise, the
system sends a query to a database or data warehouse to fulfill a specific requirement, and the
database or data warehouse subsequently provides the precise data that was sought. The most
prevalent options for a system to deploy include mainframe systems, client/server systems, and
the web. Computer-based databases are an example of a successful system in this regard since
they have the capacity to respond to queries and produce valuable results value from existing
databases.
The term "data mining" describes the process of looking at data. Using data mining techniques,
you can look at the data from a variety of angles and then, as a result of your research, give a
useful information summary. These informational summaries are used by businesses to boost
revenue, cut costs, and carry out a number of other tasks. Data mining software is one of the
analytical methods that may be used to analyze enormous amounts of data. With the aid of this
program, users may perform data analysis from a variety of perspectives, classify data, and
eventually find correlations in a set of summary data.

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Source available to assist in analyzing data information

knowledge resources, such as data, knowledge, and expertise, must be readily available. The
most important assets that any organization may own in the current business environment are
information resources. The data, information, or knowledge must be gathered with care and
authenticity if the organization's decision-making procedures are to be successful. The
organization's decision-making procedures are therefore based on the data that has been gathered
and validated. These information resources may come from a variety of sources, including
company employees, clients, and other organizations, but before they can be used, they must
meet certain requirements, including validity and correctness as well as clarity and presentation
clarity.

Hardware and software resources are just a handful of instances of technology resources. The
organization's IT resources must manage information on the company's products, employees,
production, stock, and accounting, among other things. In order to process the data and
information that the organization collects, management and staff must have access to both
hardware (computer systems and printers) and software (database systems and statistical analysis
tools). Utilizing such tools helps to increase communication within the company as well as
between the company and its clients while also reducing production time and expenses.

Examples of human resources that companies use to operate their operations include workers and
managers. Because they operate the equipment, computer systems, and software that is made
available as well as provide the organization with internal data such as manufacturing quantities,
costs, and stock levels, among other things, workers and managers in an organization play a
significant role in data analysis. In practically every industry, there are people who have received
specialized training to operate specialized hardware and software for data processing, analysis,
and report writing.

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Task 4

Methods of evaluating management information within an organization

Methods for management information analysis within the context of an organization must be
identified. Organizations with a high degree of management information use a variety of
information evaluation approaches to make sure that their information management system is
dependable, trustworthy, and of high quality.
Data governance is the term used to describe data management. The phrase "data governance"
(DG) refers to an organization's comprehensive management of its usage of data. The availability,
value, integrity, and security of the data being utilized must all be guaranteed by the company in
terms of data governance. A well-organized data governance program must include a clearly
defined set of actions, as well as preparations for carrying out those operations in the right way.
This is the responsibility of one or more governing bodies or councils. an administration or
governing body.
Businesses' long-term existence and performance depend on their capacity to use timely, reliable,
and credible information to advance. For information to be processed at an early stage of the
process, it must be made available to intended recipients within a specific time frame, and the
data governance program must be able to ensure that this happens. Separate operations must be
carried out in the right order and under the right circumstances, which calls for reliable and
consistent information. The data must also be reliable, which implies that it must be true, current,
and come from a reputable source; otherwise, the program won't work as intended.
To achieve high-quality business decision-making, the data governance program must be able to
use some common decision-support systems, such as Model Driven Decision Support Systems
(MDDS), Data-Driven Decision Support Systems (DDS), and so on. This will improve your
ability to make better business decisions by raising the overall quality of your decision-making
process. For instance, among other requirements, the information provided for decision-making
must meet specified quality criteria, be in an appropriate format, be well-structured, and be well-
organized.
Make sure the data is applied consistently across the enterprise. A data governance program is
necessary to guarantee the information is used consistently across the organization, as mentioned
above, in order to assure reliability and the seamless execution of diverse business functions. The
information flow between the various parts of the overall system must be consistent in order for
the system to offer reliable, dependable, and high-quality results; otherwise, inconsistency would
lead to inaccurate results and system failure. (L.Ali, 2009)

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Process for analyzing the impact of information on strategic

decision-made
Establish the ultimate objective of the procedure or organization. Information analysis empowers
the decision-maker in charge of establishing objectives and allocating the resources required to
achieve those objectives through the creation and setting of targets. The organization's top-level
management might thus gain from information analysis when it comes to strategic planning
(Citroen, 2011).

Businesses can use business intelligence to extract important information from a vast amount of
unstructured data and transform that information into useful knowledge that enables them to
make informed strategic decisions while also improving operational effectiveness and firm
productivity. This useful information offers crucial insights into the underpinnings of customer
behavior, including their preferences and dislikes, as well as their experiences with online buying,
among other things. In contact centers, thousands of customer interactions take place every day.
These interactions contain practically untapped important insights that may be used to provide
enormous value to enterprises. Except for when it is analyzed for quality assurance purposes,
much of this information is underused. Since they do not need to devote resources to BI
(business intelligence) gathering, companies do not need to divert their valuable resources and
employees away from boosting business productivity. Businesses may make better decisions
more quickly and get a competitive advantage over their rivals by using the vital information that
business intelligence provides to them. Business intelligence allows organizations to significantly
reduce costs, boost revenue, raise margins, promote cost avoidance, and perform a variety of
other things. By providing crucial information on the company's present and past performance, as
well as future trends, anticipated demands, consumer behavior, and other pertinent data, business
intelligence (BI) helps organizations make informed decisions on strategic issues (Iyoob, 2012).

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References

EDB, 2021. Brandix. https://www.srilankabusiness.com/exporters-directory/company-

profiles/brandixapparel-
solutionsltd/#:~:text=Brandix%20is%20Sri%20Lanka's%20single,Sri%20Lanka%2C%20India%20and%20B
angladesh. [Accessed 17 2 2022].

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