CRM acquisition project for a small healthcare company

The motivation for the thesis was based on a real case for a small healthcare company, classified to be working in the psychologists’ service field. The main task for the study was to provide a solution for the best suitable CRM software (Customer Relationship Management) and to research if it is possible to use a hybrid system, where a CRM system would be used together with paper-based patient documentation. A priority was also to put special importance on the ability of CRM software to handle data privacy information. The project work for the case, became an opportunity for the author to get a deep understanding of CRM software. Evaluated data was collected from sources such as literature, CRM software provider information, interviews, user reviews, focus groups and usage data. According to the company’s requirements, the goal was to research and compare different CRM software functionality and to then offer a solution for the client, on which software could be used, to best fit for a small healthcare company. Three final CRM candidates’ functionality was compared, and the result showed that one candidate (Pipedrive CRM software) was the most suitable, as it had important functionality such as sales, marketing, cloud-based technology and especially because of the built-in functionality for customer data privacy. The thesis work delivered successful results, to help the client company make a right decision for choosing a CRM software. Pipedrive CRM software had all required functionality, which could help the client company to find new customers and to save cost and time by increasing work efficiency. It was also found that Pipedrive CRM could work as a hybrid system, as a combination of cloud-based technology and paper-based documentation

Coordination and Control Mechanisms of Western European MNC towards Southeast Asia Subsidiaries: A Case Study of PZ Cussons

Abstract Date of final seminar:           June 3rd, 2010   Level: Master Thesis: EFO705 (15 Credits)   Authors: Ratiboon    Assawajaruwan (850522) Teeranuch Pumthong           (850508) Title: Coordination and Control Mechanisms of Western European MNC towards Southeast Asia Subsidiaries   Tutor: Leif Linnskog                         Examiner:       Ole     Liljefors   Research Problem:   “How does Western European MNC coordinate and control its subsidiaries in Southeast Asia?”   Purpose: To describe how Western European MNC controls and coordinates with its subsidiaries in Southeast Asia.   Method: The qualitative approach is employed for gathering data and analysis. The primary data is collected by the semi-structure interview. PZ Cussons is selected as a case study in order to study and describe the control and coordination mechanisms between headquarters and subsidiaries.   Conclusion: To achieve effective business operation and respond to increased complexity of international environments, it is important for a large and complex MNC as PZ Cussons to concern the control and coordination mechanisms between headquarters and subsidiaries. Considering different contexts among various subsidiaries, PZ Cussons structured the organization as multi-home-based MNC with partial in heterarchical management and deploys a combination of several control and coordination mechanisms to fit with each subsidiary’s environment. Transnational solution as well as control and coordination mechanisms as differentiated fit and shared value are integrated and implemented by PZ Cussons headquarters in UK to cooperate with Thailand and Indonesia subsidiaries in Southeast Asia.   Keywords: Multinational Company, Organization structure, Coordination mechanism