For over 150 years, Reuters founding philosophy has endured. And today
Reuters supplies real-time data on 5.5 million financial records including
equities, bonds and derivatives from 258 exchanges and over-the-counter
markets. The company provides historical information on over 40,000 companies.
Additionally, an average 30,000 headlines, including third party contributions,
and over eight million words are published daily in 19 languages.
Reuters is a global information company that provides information and related services tailored for professionals in the financial services, media and corporate markets. This includes real-time & historical market data; research & analytics; financial trading platforms; investment data & analytics; plus news in text, video, graphics and photographs. It operates its business through four customer segments: treasury services, asset management, investment banking and corporate and media.
During this exhibit we observed a variety of Reuters products, ranging
from Reuters Dealing, a foreign exchange trading system to 3000xtra, a
real-time news and data application, to Reuters Messaging, and instant
messaging service that was developed specifically for the financial services
industry. We also had the ability to see how the Reuters Support staff
interacted with clients in the Call Center on typical trouble calls in
an attempt to resolve customer issues. It was also interesting to see
how every agent tried to replicate and document customers technical problem
or data query on their lab computer while they utilized Siebel, their
customer relationship management tool. This process of documenting and
troubleshooting, streamlined the troubleshooting process to resolve the
customer's technical problem or data queries in a timely manner. Adriana
was also able to answer many questions in regarding the Networked framework
which determines the Networked readiness of the country. We also had a
presentation in the "NOC" or network operations center. This
tour gave us an opportunity to see now network communications were monitored
and proactively resolved in the event of a network or communications failure.
Reflections on the Visit
However, we did encounter areas where organizations were able to adapt and overcome certain obstacles. For example, to hurdle any telecommunications issues companies often look at IP solutions as an alternative. Building on that information Reuters conducted an Internet study to exam alternative ISP and telecom vendors. Other benefits we encountered were that there is an abundance of skilled workers at Reuters, and the promise of government policy changes and liberalization of the telecommunications sector may have a positive impact in the future.
In the end we concluded that but what really counts is how companies
use information, and for businesses to function well, information technology
must be closely aligned with business goals. Additionally, for information
technology to function well, an empowered staff must interact with information
technology, which affects their operations strategy, and management control.
It will be interesting to see what the new millennium brings to this organization
and the companies whom rely on their services.
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