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I Intro The business environment is very competitive Consequently companies need to offer customers efficient and reliable service If they do not customers will switch to more consumer efficient companies Furthermore as companies grow in size it becomes harder to keep track of the growing amount of customer information If a company does a poor job of organizing and maintaining customer records and data it can result in problems for both the company and the consumer This paper will focus on the Minnesota Mining and Manufacturing Company more commonly known as 3M and how it improved its customer service and reduced cost by improving its management information system Sources consulted included business journals and websites with facts and case studies on 3M II Company Description 3M internationally established in 1951 is a 16 billion multinational company with its headquarters in Minnesota USA with operations in more than 60 countries and products sold in nearly 200 countries About 3M and MIS Quarterly 3M offers products and services to the transportation graphics and safety healthcare industrial consumer and office electro and communications and specialty markets IBM Case Study on 3M 3M a company known for its innovation constantly encourages employees to create new products Thirty percent of sales must come each year from products less than 4 years old and scientists must spend 15 of their time trying to develop new ideas of their own In 2001 3M spent over 1 billion dollars alone on research and development 3M 2001 annual report 3Ms corporate culture revolves around creativity initiative innovation and entrepreneurship This unique and innovative culture is largely responsible for 3Ms success MIS Quarterly In accordance with having a strong need to stimulate innovation and creativity 3M has a very decentralized corporate structure It maintains over 40 business units that develop and market various 3M products and services Each department operates as an individual company with its own processes systems and brands This structure has
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