Sin Hin Enterprise was founded in 1972 as a traditional Chinese herbal medicine retail store. The founder was a Chinese physician from China named Cheng Hou. He practiced traditional ways of doing business.

Every morning, the staffs will record their attendance in a record book which is placed at the back office of the store.Before the store is opened for business, the cashier needs to count and record the balance of cash in the cash-out machine. His staff also needs to manually check the stock in the store and order from the supplier if the stock is running low in every weekend.

Mr Cheng accepts walk-in customers that inquire about different types of traditional Chinese herbal medicine. He provides advice for type of medicine to be consumed and ways of sickness prevention. He also provides herbal medicine boiling service to his customers and provides delivery to them. All the herbal medicine purchases are just recorded on a cash ledger. He only keeps records for the delivery addresses of the customers.

Recently, the awareness of Chinese herbal medicine is rising in the Malaysia community. Mr Cheng's business is also getting better than ever. However, Mr Cheng found that his traditional ways of doing business prevents him from serving customers efficiently and effectively. Customer complaint about late or wrong delivery of boiled herbal medicine. The popular items in the store are also always out of stock and the replenishment was not able to be done on time.

Mr Cheng noticed that he needs to use modern technology to carry out his business nowadays. He decided to engage software development companies to develop the required information systems for his store.

qIdentify two (2) general strategies for dealing with competitive forces employed by Mr. Cheng through the use of three information systems: customer relationship management (CRM) system, inventory management system, and delivery management system.