midterm report business information systems and processes of samsung

VNU-INTERNATIONAL SCHOOL

MIDTERM EXAM REPORT

Hà Nội, 2022

Part I Purpose of the research 3 Part II Company background 4 In 4 1.1 Company Profile 000.0 0c ccc ccccecceeteeeseesecnsessccsscscersevesenseceesesssseeeaaessseeeesaensees es 4 1.2 Overview about Samsung - ¿1 2c 1v 991991111 111211 11111111111 5111011 1111111 11 11 er 4 2.Business Model canvas and explanation 2 2n 221321111111 112111112121 11211 Ho 5 2.1 Introduction about Business Model canvas nhe nhe 5 2.2 Business Model canvas for Samsung c1 2c 2022113213113 1811111111212 1e g1 de 5 2.3 Organization Structure of Samsung - ¿2c 2212211321 31113111515 1151512112 re 11 Part ITI Functional areas involves in services activities 14 ID 2 0U) 000) 1n ao 14 2 Diagram for core business pF0C€SS€S TH HH n0 1011111111111 811211 xe, 17 Part IV Information Systems Are Being Used to Support SamSung Care+ 20 1 Introduce the Information sySfems - 22c 22112 vn 191 0113111111112 112111111118 111 1xkp 20 2, Key features are match with/supportf business processes ỉn TIIL - 22 Part V Conclusion and recommendation 25 LV Come]usion ố 26 PC vao (0n 26 K0 28 Part VI Work breakdown structure 28

Part I Purpose of the research

Business information systems and processes are vital to the success of a company and because they are the foundation of all other elements of the business These systems and processes are what make an organization ready to operate efficiently and effectively The systems and processes of a business are what make it stand out from the competition

2

should also be designed to support a variety of business models and allow for future growth Business information systems and processes must be able to produce, process, store, and deliver data in a timely manner This is what allows an organization to take care of its customers They are the backbone of any company, and without them a company would not be able to function Any business can only succeed when there is consistent management of organizational and financial data with effective information systems Most companies notice a disparity in their workflow due to accuracy and reliability There is no substitute for the right information at the nght time in the business world where every industry revolves around the "Internet of Things" This is why it is important for a company to have an IT department that is constantly looking for ways to improve their systems and processes IT can do this by assessing how well the current system is performing and then making adjustments accordingly For example, if they find that a workflow isn't working, or if there are areas where efficiency could be improved, they can make changes to the system to make it run more smoothly

In this research paper, we will first provide brief information about Samsung company and its business process models Most importantly, analyze the information systems used to support these service operations to gain insight into its current affairs and future developments, particularly regarding Samsung Care+ Samsung Care+ is an extended watranty service exclusive to owners of Samsung Galaxy smartphones and tablets This poses a need to innovate and develop systems that can be implemented to make accurate information rapidly accessible on demand An effective information system can enable an organization to plan, make better decisions and thus achieve the desired results

Part Il Company background

1 Introduction

1.1 Company Profile

Samsung is a South Korean multinational company started its business as a tiny low trading company and immediately became the globe largest corporation The company deals with its business in several sectors such as advanced technology, finance, petrochemical,

3

others The corporation was established in 1969 in Suwon, Republic of Korea and known globally for its electronic products (Kelly, 2011) The company manufactures several latest technologies, electronic appliances such as mobile phones, tablets, laptops, TVs, refrigerators, air conditioners, washers and other products The company runs its operations and sells its products in 61 countries with approximately 160,000 employees all over the world (SAMSUNG, 2014) Moreover, the company acquired the position of the world's biggest IT maker in 2009 by beating the Hewlett-Packard (HP) previous leader Its sales revenue within the segment of LCD and LED is the highest within the world Furthermore, Samsung also becomes a world leader in the segment of tablets, mobile phones and gadgets

1.2 Overview about Samsung Vision

As a globally recognized corporation, Samsung has always applied challenging high goals This allows everyone from the CEO to the staff to agree on a commitment to do well Samsung aspires to be one of the most ethical business companies in the world Therefore, they continuously train staff and operate the monitoring system At the same time, they practice transparent and fair corporate management With such a vision, over the past decades, Samsung has always been enthusiastically supported by the public because of the values it brings beyond its commitments

Mission

All activities carried out at Samsung are governed by the mission: to be the best “digital company’ Samsung grew into a global company by facing challenges head-on In the years to come, Samsung's dedicated people will continue to embrace challenges, building innovative ideas to develop market-leading products and services Their talent will continue to support Samsung as a profitable and responsible global company

Goals and Objectives

Provide customers with high-quality service with knowledgeable sales staff Provide the best user experience for customers through products and technologies creativity Design and develop your operating systems, hardware, application software, and services Increase sales by opening more stores, launching new products, streamlining production, and using smart marketing tactics.

2 Busi Model i 1 2.1 Introduction about Business Model canvas Definition

Business Model Canvas is a lean startup and strategic management model used to document and develop new business models

Framework

The business model framework contains elements that describe the key partners, activities, resources, value proposition, customer relationships, customer segments, channels, revenue

streams, and cost structures

The role for the organization

The business model canvas helps visualize what is important and forces users to address key areas It can also be used by a team (employees and/or advisors) to understand relationships and execute transactions For an organization, finding a potential business model helps develop a portfolio of idea

2.2 Business Model canvas for Samsung

KEY PARTNERS KEY ACTIVITIES VALUE CUSTOMERS CUSTOMER

PROPOSITIONS RELATIONSHIP SEGMENTS Joint venture (Toshiba, Research & Cutting-edge Customer loyalty Mass market Sony, GE, etc) Development technology Community Multi-sided Sponsorships Manufacturing Innovative products Online delivery services Tech-adopters Investors Advertising Green designs Customer experience Multi-industry Component manufacturers | Distribution Product functionality Loyalty companies Suppliers Consultation Superior products and Expertise Expertise

Conglomerates (Heavy Marketing services Know-how industries, Financial Entertainment Affordable products Personal assistance services, Electronics) Quality control

Affiliated companies Logistics (hospitality & tourism) Repair services Telecom companies Fimancial services Acquisitions (Rolle, New product Fokker, etc) development Global brands Improving existing Android (Google) products

KEY RESOURCES CHANNELS

Intellectual property Stores

Product diversity Global sales and support teams Human resource Events & Presentations

Integrity Samsung website Distribution channels Samsung community Media

Cost of raw material Sale of electronic goods Distribution and logistics Sale of goods to third parties Intellectual property protection Service fees

Service development Licensing Product development Manufacturing fees

HRM cost Multi-industry products and services Advertising and marketing

Quality control IT cost Manufacturing cost Economies of scale

Key partners

For Samsung, partners play an essential role in developing successful relationships and business opportunities with customers Mutual development with key partners is a key element that elevated Samsung into a top-notch global corporation Samsung believes that the best strategy to achieve its vision of becoming a true global leader is to strengthen their business partner’s competitiveness and pursue coopetition, strategic alliances and joint- venture through win-win partnership

Samsung has 195 partners in the Samsung partner ecosystem In which, 73 of these partners are technology partners and 122 are channel partners These are Samsung's industry- leading partners:

International Business Machine (IBM): IBM is an American multinational computer technology corporation It is a contractor specializing in the production and sales of computer

hardware, software, infrastructure, server services, and consulting in a variety of fields from

mainframe computers to nanotechnology By using AI expertise to create Hybrid Cloud, comnecting Samsung 5G-enabled devices and security with IBM’s digital transformation IBM is believed to help Samsung enhance the innovation as well as respond to society's needs by pairing emerging technologies

Microsoft: Microsoft Corporation develops and supports a range of software products, services, devices, and solutions The company is also the leading developer of personal- computer software systems and applications Samsung and Microsoft - two leading technology companies working together to bring new integrated products, services and tools for seamless connectivity across multiple devices and platforms

Cisco Systems: Cisco is an American multinational technology conglomerate corporation Integral to the growth of Silicon Valley, Cisco develops, manufactures, and sells networking hardware, software, telecommunications equipment and other high-technology services and products It pioneered the concept of a local area network (LAN) being used to connect distant computers over a multiprotocol router system Cisco’s expertise in collaboration and Samsung’s display technology simplifies the transition to the meeting room of the future With options for small or large meeting rooms, Samsung with Cisco allows seamless connection and dynamic interactions tailored to the needs of each business

Google: Google LLC is an American multinational technology company that focuses on artificial intelligence, search engine, online advertising, cloud computing, computer software,

quantum computing, e-commerce, and consumer electronics It has been referred to as the

“most powerful company in the world” and one of the world's most valuable brands due to its market dominance, data collection, and technological advantages in the area of artificial intelligence Samsung Electronics and Google collaborate to provide a better smartphone messaging experience that takes advantage of the rich media services (RCS) ecosystem's diverse applications and interactions around the world.

Key activities

Research & Development (“Technology and product planning” and “Design engineering”): In Samsung's global value chain, research, design and product development are the key activities Samsung is always focused on investing capital for R&D activities For the company, R&D is a decisive activity to create new values, helping Samsung keep pace with modern technology trends in the world

Manufacturing: All electronic components and other elements of Samsung products are manufactured all over the world Most of the manufacturing factories are located in Korea, China and Vietnam, these areas also carry the important responsibility in the manufacturing process of Samsung

Marketing and Sales: Samsung has marketing and sales systems all over the world The global product network is located in four key regions: Asia-Pacific, Europe, South and North America Besides, a great number of sales offices are located in the regions: Asia-Pacific,

Europe, Russia, Middle East, North America and Latin America

Logistic: Samsung considers investing in Logistics to complete the company's development Samsung has a subsidiary company named Samsung Logitech, which is in charge of Logistics at home and abroad Samsung's logistics system is worth nearly 5 billion won, including 3200 domestic members and 600 foreign members This system has helped Samsung reduce costs and ensure product quality

Services: For a global brand like Samsung, ensuring customer service is very important to maintain brand reputation Most of the customer's questions or complaints about product defects are resolved by Samsung through the company's websites The staff will support

customers directly via email, live chat, social networks, or comments can be kept pending

resolution In addition, Samsung has a global network of service centers, ready to solve the problems of customers around the world

Value propositions

Green products: Samsung is the industry leader for new eco-friendly design features and manufacturing processes, including energy-efficient design, user-friendly devices and different recycling techniques

8

Communities: Samsung uses many online sites as their means of communicating, promoting and obtaining customer feedback, one of the examples is Facebook where they actively promote their mobile devices for more than 30 million followers

Customer segments

As Samsung provide wide variety of products and services for their customers, the customer segment is huge and can be considered as the mass market, in addition another customer segment of Samsung are corporate buyers such as Sony, Apple Inc, Dell, HP, United Arab Emirates government (builds nuclear power plants in the country), Royal Dutch Shell (provides liquefied natural gas) and many more

The distribution channels of Samsung include their own stores, websales, partner stores,

wholesalers, and sales force

Cost structure

Samsung is highly diversified company therefore company has cost advantage due to a large scope of operations (economies of scope) Samsung, as a vertically integrated specialized supplier, is able to achieve economies of scale as well, which allows it to hold on to its position as a consumer electronics giant by leveraging on its ability to produce component parts and assemble its products on a large scale and cost efficient process

Revenue streams

The revenue stream for Samsung Group’s comes from their subsidiaries such as: Samsung SDI Co., Ltd (ecofriendly energy solution provider); Samsung Electronics Co., Ltd (global leader in semiconductors, telecommunications, digital media); Samsung Display Co., Ltd (provides cutting-edge display solutions); Samsung Life Insurance Co., Ltd (life and health insurance, and other financial services); Samsung C&T Corporation (skyscrapers, high-tech manufacturing complexes, roads and bridges, ports, energy and nuclear power plants, and residential housing); Samsung Fire & Marine Insurance Co., Ltd (non-life insurance company); Samsung Heavy Industries Co., Ltd (designs, engineers, and builds a broad line of workhorse ships; Samsung Engineering Co., Ltd (engineering company); Samsung Total Petrochemicals Co., Ltd (a global energy and chemical company); Samsung Electro — Mechanics (manufacturer of key electronic components); Samsung Hotels and Resorts Co.,

and others

10

2.3 Organization Structure of Samsung

DIGITAL MEDIA AND COMMUNICATION

Digital communications are just what they sound like: communications performed with and by digital technology Multimedia developers and managers use digital communications methods to create any variety of entertainment, graphic design, and artistic productions

11

CONSUMER ELECTRONICS

For more than 40 years, Samsung Electronics has been at the forefront of innovation, delivering breakthrough products and exceptional value to people around the world As the #1 Consumer Electronics company, Samsung Electronics is the global leader in mobile, semiconductor, and display technologies Through successes with the Galaxy SIII and the Galaxy Note series, as well as groundbreaking advances in computer memory and green technology, they continuously strive to push the limits of technology to better people's lives Guided by the simple philosophy “Inspire the World, Create the Future” They are committed to shaping the future of technology and setting the standards in the realm of fast, dynamic change

IT AND MOBILE COMMUNICATION

Has been a specialist provider of wide-area digital radio dispatch solutions and antenna sites Samsung leads the industry in providing seamless, flat-rate airtime on Samsung's independently owned Trunked Networks and the most up-to-date technologies in a rapidly changing market

MOBILE COMMUNICATION DIVISION

It is “Mobile Communications Solution & Service Provider” which enables communications and collaboration at any time at any place Important businesses include telecommunications service based businesses (telephony, UC application solutions), solution/service based businesses (mobile office, mysingle), and software development support business (mobile

contents, ESDM)

DEVICE SOLUTIONS

Samsung's Device Solutions Business leads the world's memory and LCD markets in product and technology development It consists of four major divisions: the Memory and System Large Scale Integration (LSI) Divisions, comprising Samsung's semiconductor operations, and LCD and Storage Systems Divisions In a fast-paced electronic components industry, marked by intense competition and market volatility, clearly differentiated products from each of these divisions have helped spur continued growth

12

SAMSUNG’S MEMORY DIVISION

Designing and manufacturing integrated circuits for storing digital information It is the market leader in dynamic random access memory (DRAM), static random access memory (SRAM), NAND flash memory and Solid State Drives (SSDs) In addition, the Division has been setting an aggressive pace for developing new memory devices and multichip packages, as well as pioneering fusion memories and commercializing nanotechnology

THE SYSTEM LSI DIVISION

Designing and manufacturing logic and analog integrated circuit devices It comprises 3 major

areas of business concentration - mobile solutions, home & media solutions, and ASIC &

foundry services The Division focuses its efforts in five strategic products areas - display driver IC (DDI), CMOS image sensor (CIS), mobile application processor (AP), smart card IC and media player SoC System LSI holds the number one market share in DDI, Navigational AP and MP3 SoC

SAMSUNG’S LCD DIVISION

Producing panels for TVs, digital information displays (DIDs), notebook PCs and desktop monitors It is the market leader in developing next-generation, premium products such as ultra-slim, edge-lit LED-backlit LCD panels, and is at the forefront of creating new markets with advancements in LED-backlit panel design and 240Hz LCD technology The Division is also the leading in the LCD industry in its transition to the 16:9 widescreen aspect ratio, as well as in the introduction of high-value-added products such as 20-inch and larger slim-panel monitors and super-bright DID panels

13

Part III Functional areas involves in services activities

1 Company’s functional areas

Legal and Global Security: All information, documents, products and services, trademarks,

logos, graphics, and images ("Materials") provided on this site are copyrighted or trademarked and are the property of Samsung Group, Samsung Electronics and its listed

subsidiaries

Services: Provide a full range of Samsung services such as Smart Switch, Samsung notes, PENUP, Samsung pay, Samsung health monitor, Samsung global goals, Bixby, Smart things, SamSungDex, Samsung cloud, Samsung Flow, Samsung Kids, Samsung free, Samsung internet Samsung is constantly improving the mobile experience of its customers Get inspired every day with Galaxy Essential Apps and Services in One UI 4.1 and continue the seamless mobile experience across all devices from phones Smart Galaxy to Tabs,

Reservations and Clocks

Software Engineering: Software delivery is at the heart of Samsung's innovative products including user interfaces, applications, and frameworks Combined with a number of software tips OneUI is designed to help you focus on what matters The interface has improved the parts you use most to reduce distractions, highlight important information, and make your experience more consistent Performance improvements will help apps run faster

14

while draining less battery And One UI lets you manage with new privacy controls, one-time permissions, and enhanced Digital Convenience Samsung's first virtual assistant in particular and the entire Asian technology world in general: Bixby

Hardware Technologies: Improved hardware technology includes breakthroughs Samsung dex - quickly becoming the best "transforming" smartphone solution into the best PC on the

market, Spen,

Hardware Engineering: managing and providing all hardware engineering, including the

teams behind Samsung, Smart home, tablet

Machine Learning and AI Strategy: oversee and deliver strategy for artificial intelligence and machine learning across the company Samsung has also integrated this AI feature through SmartHub, upscaling the picture and sound to 8K levels from the signal head into any quality and format

Operations: Samsung's corporate activity is to earn more money, and the goals are cost, quality, delivery, flexibility and customer satisfaction Ensure comprehensive competitive advantages in cost, delivery, quality, technology and human resources to maximize synergy, speed and efficiency with its suppliers and create a corporate ecology that enables sustainable growth The Executive Board also adheres to international standards and regulations in the

areas of human rights management, work environment, ethics and conflict mineral issues in

order to develop a system of management accountability open and transparent, engage all supply chain stakeholders, and work only with Eco Partner certified suppliers so we can assess and manage potential environmental impact in their ingredients, raw materials and manufacturing processes

Marketing: is the bridge between the inside and outside of the product, between the product and the customer Marketing in Samsung has the function of marketing research and information, finding out the hidden truth of customers Market profiling and revenue forecasting Survey the behavior of potential customers In addition, it is necessary to segment the market, determine the target, and position the Samsung brand in the market Product development, product improvement with attributes that the market wants to perform before product production, construction And have to manage the product (the product's life cycle):

15