Date post: | 11-Jan-2016 |
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Administration
• Assignment of presentation topics/dates today• Looks at specific technology categories over
next couple of weeks – quick look/review
ERP
• Integration of important data sources (e.g., employees, orders, accounting, inventory, sales)
• Done to generate reports that inform future business decisions
• Integration– elimination of data silos is the key value-added component of ERP
• Management of workflow also a concern
Integration in components
• Early ERP – orders, distribution, inventory, accounting, etc.
• Extensions into scheduling, forecasting, logistics, workflow, HR
• Modularity in most ERP systems – organizations buy in to core components, implement what they will
Integration challenges
• Multiple silos of data exist - workflow, HR, financials, sales, etc. often have their own systems and ways of doing things
• Why?• Challenges in integration
SCM
• Streamlines operations flow between suppliers, manufacturers, distributors, retailers, customers
• Efficiency is key – very much operations research based
• Enables JIT (just-in-time) workflow (why JIT?)• Identifies and mitigates bottlenecks• Reduces inventory – why important?
Walmart as SCM champion
• Walmart procurement – stringent control of inventory and delivery of goods
• Suppliers must conform to standards, or risk being dropped
• Leads also to price point pressure upstream• Can be done given Walmart’s domination in
retail sector – other players can’t easily command such
CRM
• Management of customer relations information – sales history, contact history, customer satisfaction, loyalty, etc.
• Why would you want to consider CRM as a slightly different system within ERP?
CRM questions
• Cold/Warm Sales• Customer retention and relationship building• Enhancing revenue per customer/upselling• Geographic and time trends• Informing outreach/advertising• Can also include supplier, partner and internal
relationship management
Managing social media relations
• CRM and social media – engaging a conversation well
• Mitigation of consumer complaints • Engaging consumers in good faith• Engaging consumers in an authentic way• Tips on what to do/not to do?
Balanced Scorecard
• Financial• Internal Processes• Customer relations• Learning/Growth• What balance is depends on nature of
organization
Procurement
• Many solutions – off the shelf, customized off the shelf, in-house development
• Challenges/benefits of each?
Relevance to SMEs
• Affordability a concern• One tool doesn’t necessarily fit all
organization types or complexity• FSOSS/Cloud computing options abound
GPO
• mygpo.ca as CRM - voter lists matched with results from outreach
• Support from central org – including data entry (send us your shoeboxes) – why?
• Local campaign ERP very low-tech• Would IT solutions be better? Sure…
FSAE
• SCM and lean manufacturing models – but only in theory – why?
• SCM and workflow in practice ad hoc and very low-tech – but works pretty well
• CRM to sustain sponsor outreach• ERP around budget and integration of
information for cost report (again, a rather theoretical exercise…)
In-class assignment
• Find a web-based ERP/SCM/CRM system.• Is it free, “freemium” or a paid service?• Would it be suitable for a non-profit
organization of 30 people such as GPO or FSAE? Why/why not?