1.0 Introduction
In an organization, it is important to recognize that individuals, groups and organizations have their individual needs and demands that must be satisfied. As a result, attention will be drawn towards the fact that organizations and the entities involved in it are dependent on a wider environment for different factors to survive. Thus, it pertains on the open system approach towards the organization (Morgan, 1998).
Utility Store is considered as one of the largest retail supermarket in Pakistan with 5,711 stores and with more than 16,500 employees. It offers fresh foods and dairy products to its customers (Utility Store, 2009). The organization is headed by the chairman of the company, with the board of directors under the organisational structure. Board of directors include non-executive chairman, chief executive, group retail director, group trading director, group finance director and senior independent director at the strategic level. At the tactical level, every store has independent store manager which connect the board of directors and operational staffs. Operational staffs are the duty manager and shop floor staff (Utility Stores, 2009).
Fresh products are all delivered into the temperature controlled warehouses and packed in the packing plants, and will be later on dispatched to stores in the entire country. On the other hand, Utility store sell milk, chocolates, confectionary, rice, flour, cooking oil, sugar and other home care products, which include Surf, Vim and Wheel, together with different personal products, such as Axe, Dove, Lifebouy, Lux, Rexona, Signal and Sunsilk (Utility Stores, 2009).
Working as customer service assistant at one of the Utility Store’s stores in Muzaffarabad Pakistan, the author had the opportunity to analyse the implementation and domain of information technology (IT) in the organisation. His main responsibilities are the customer services, co-ordination with the shop floor staff and regular reporting to the duty manager. This working relationship enables the author to have background information and experience with the strategies of the company, particularly the application of IT and information system (IS) in the company.
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