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?
[...] 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. SWOT Strengths Weaknesses SNCF is alone on the individual Merely strokes which discredite the train market. company. It gets a very large trains network. A very useful and unique website in the world with unique services. [...]
[...] The gares-en-mouvement.com site has as object to provide information the passengers real-time on departures, arrivals and disturbances in the main railway stations of France, as well as available additional benefits before, hanging or after itinerary, in the railway station or nearby. The approachable services in railway station are provided in form of directory for all railway stations and in form of interactive plan for certain railway stations. www.infolignes.com born in 2004. This site of the FRENCH NATIONAL RAILWAY COMPANY (developed by TBWA\Interactive) informs real-time the traffic of trains, which they can also follow, region by region. [...]
[...] Internet : e-business expansion of services or when business becomes e-tourism In this part, I am going to introduce the most important Information Technology services proposed by SNCF. I am to explain what the aim is for each one. Then we could analyze the importance of this Information Technologies in the global strategy of the company. www.sncf.com born in 1998. The www.sncf.com site (information on rates and timetables) is create and becomes in October a site of e-trade (online reservation, commercial actuality). [...]
[...] : implementation and development) A / Services Minitel : e-business beginnings Internet : e-business expansion of services or when business becomes e-tourism B / E-business value ( Porter) Image of SNCF SNCF : CRM Information Technology high value Conclusion References I / Initial Status (SNCF viewed as a production's company) A / SNCF : a company which makes production first Employing persons at the beginning of 2007, SNCF exploits approximately km of lines, among which km of high speed lines (figures of June 2007) and km of electrified lines. [...]
[...] Indeed, according to people : SNCF should become a private company In other terms, it means that people are waiting after competitors in the way to change their train company habits II / Information Technologies' history In this part, I am going to make a brieve historic of the Information Technologies, which are used by, what I would call, the “general public”. To make it, I chose two types of IT: Minitel and Internet. This choice is not fortuitous. Indeed, they play a key role in the SNCF services strategy. [...]
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