Analysis of SNCF's information system management

Résumé du document

The first interest of analyzing SNCF 's ISM is that SNCF is, above all, a production business. Moreover, what interests me is the Customer Relationship Management concerning the travelers part of SNCF (not the commercial one). Although in France it is difficult to imagine that a production business could develop services. SNCF is a company full of paradoxes. That is the reason why I am going to give a birds eye view of the SNCF specificities. That will allow us to know SNCF and then to really understand the importance of the implementation of an Information system management in the company's global strategy. Indeed, what is interesting to analyze in the case of SNCF is the constant adaptation to the customers' needs and customers' habits. That is why I am going to analyze in the same time, on the one hand the story of the e-business growth and on the other hand, the SNCF e-business story. Then we could see how the Information Technologies' strategy does integrate the global strategy of SNCF. What is the SNCF's Information system strategy in terms of customers' service? Is it a success?

Extraits

[...] The second part is longer, it concerns the Internet development of SNCF and in the same time its services branch development. A / Services Minitel : e-business beginnings Born in 1985 / 1986, a call telephone SNCF number and the 3615 SNCF were the first steps of SNCF in Information Technology services. The advantages of these two e-business mediums were that the customers could consult trains schedule and could also reserve and / or buy their train tickets they could receive this one at their home. [...]

[...] In a sense, we can say that not only SNCF was the first on the e-business trip market, but also it wants to take the monopoly on the transport e-business. As we could note the strategy of SNCF which was first issued from a CRM logic integrated its global strategy. Information Technology became an essential element in the growth of the company. B / E-business value ( SWOT / Porter) Image of SNCF In the aim to understand and to highlight the value of SNCF Information Technology in its global strategy, we are to use a SWOT and a PORTER tools. [...]

[...] Analysis of SNCF's information system management Introduction The French national railway company (SNCF) is one of the main French public enterprises. It exercises a double activity: Railroad company loaded with the business concern of services of railroad transport of travelers and goods, on one hand ; Exploitation and maintenance, for RFF, for the French national railroad network, on the other hand. The first interest of analyzing SNCF 's ISM is that SNCF is, above all, a production business. Moreover, what interests me is the Customer Relationship Management concerning the travellers part of SNCF (not the commercial one). [...]

[...] First reason of this chase of telematics: Minitel still represented a market part. According to Telecommunications France millions of Minitel connexions were counted over year 2004, what represents 1,647 about billion minutes used for more than 8 million accesses at home and in firm. Sources : “Chiffres éditeurs” , Fevad pour la VAD Internet In 1995, Internet begins to be known by the general public thanks to the Web and electronic mail. Since Internet does not give up expanding. Nowaday home over 2 gets Internet. [...]

[...] Conclusion After analysis, we could note that sncf Customers Relationship Management is in constant growth and innovation. And as we could see it is a success at each time : at the beginning of this year, SNCF announced that its turnover was about 1 billion of euros, it is really a success ! SNCF knew to use Information technologies as soon as it developed firstly with 3615 SNCF, and then with www.voyages-sncf.com and whole set of SNCF websites, and most of all with the partnership with VSC Techonology. [...]