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ERP Implementation :
The steps are given follows :
Taking information from every function it is a tool that assists employees and
mangers plan, monitor and control the entire business. A modern ERP system
enhances a manufacturers ability to accurately schedule production, fully utilize
capacity, reduce inventory, and meet promised shipping dates. ERP systems are
implemented in a three Tier Client Server Architecture; the server stores the data,
maintain its integrity and consistency and processes the requests of the user from
the client desktops. The load of data processing and application logic is divided
between the server and the client. As companied implementing ERP solutions have
multiple locations of operation and control, online data transfer has to be done
across location to facilitate these transactions, the important enabling technologies
for ERP system are workflow, workgroup, Group ware, EDI, data warehousing etc.
The Supply Chain Management is a network of facilities and distribution option that
perform the functions of procurement of raw materials, the transformation of these
raw materials into intermediate and finished goods and the distribution of these
finished goods to customers via the distribution channel that would normally include
distributors, stockiest and retailers.
The Supply Chain exists in both services and manufacturing organization although
the complexity of the chain may vary from industry to industry and firm to firm.
The major objective of SCM is to minimize uncertainty and risk associated with
supply chain. This by itself positively affects inventories, cycle time, processes, and
customer service. SCM is another name for systems optimization.
The tools for this system management are forecasting, aggregate planning,
inventory management and scheduling. It is to be appreciated that a forecast
becomes input to aggregate planning, which affects inventory planning, which
ultimately leads to schedules of workforce and equipment.
SCHEDULING
FORECASTING
SCM
AGGREGATE PLANNING
INVENTORY MANAGEMENT
Any decision taken at one stage of supply chain affects the other stages. To
illustrate, if we plan to make 2 lac scooters this week at our plant, we expect our
supplier to provide us 4 lac tyres in time at our plant so as to reach our goal. This
does not happen just as we wish. It has to be planned in terms of materials,
Customer Analysis
manpower and time.
Purchasing / Supplier Partnering
Order Fulfillment
Manufacturing Assembly
Material management
A typical broad supply chain may incorporate the supplier of raw materials
(vendors), transporters, manufacturing plant or manufacturer, warehouse,
wholesaler, retailer and finally the customer. Each participant in the supply chain
has a supply chain of its own that seamlessly integrates into the entire network.
Traditionally, marketing, distribution, planning, manufacturing and the purchasing
organizations along the supply chain operates independently. These organizations
have their own objectives, which are often conflicting. Marketings objective of high
customer service and maximum sales revenue conflict with manufacturing and
distribution goals. Many manufacturing operations are designed to maximize
throughput and lower costs with little consideration for the impact on inventory
levels and distribution capabilities. Purchasing contracts are negotiated with very
little information beyond historical buying patterns. The result of these factors is
that there is not a single, integrated plan for the organization there are as many
plans as businesses. Clearly, there is a need for mechanism through which these
different functions can be integrated together. Supply chain management is a
strategy through which such integration can be achieved.
e-CRM (electronic Customer Relationship Management) :
first let us understand what is CRM?
Customer Relationship Management is neither a concept nor a project. Instead, a
business strategy that aims to understand, anticipate and manage the needs of an
organizations current and potential customers. It is a journey of strategic, process,
organizational and technical change whereby a company seeks to manage better its
own enterprise around customer behaviours. It entails acquiring and deploying
knowledge about ones customers and using this information across the various
touch points to balance revenue and profits with maximum customers satisfaction.
A major thrust of CRM involves segmenting customers and offering appropriate,
differentiated services for each of these levels. All customers deserve at least core
level of service, but the more strategically important customers deserve an
enhanced level of service.
CRM begins with in-depth analysis of customer behaviour and attributes to achieve
complete knowledge of the customers, their habits and desires, and their needs. It
then applies this knowledge to the formulation of marketing campaigns, strategies,
and treatment plans.
Types of CRM:
CRM allows a company to address all the types of customers it serves at different
points in their life cycle and to choose the marketing program that best fits a
customers attitude toward the company and willingness to purchase its products
and services. There are four type of CRM :
1) Win back or save : This is a process of convincing a customer to stay with the
organization at the time of discontinuing services or convincing them to rejoin
once they have left.
2) Prospecting : This is the effort to win first new customer. There are three most
important elements of prospecting are segmentation, selectivity and sources.
3) Loyalty : This is a most difficult to gain the accurate measurement. The
organization is trying to prevent the customers and uses three essentials
elements Value based segmentation, Need based segmentation and
Predictive churns.
4) Cross Sell / Up Sell : The purpose is to identify complementary offerings that a
customer would like.
The CRM Cycle :
This cycle consists of three phase :
i)
ii)
iii)
e CRM :
e CRM uses the electronic media to integrate and simplify customer-related
business processes, drastically reducing costs of customer-facing operations while
achieving CRMs primary goal is to enhance the customer experience. It ensures
that a companys various divisions share a single view of the customer, and that the
customers get a single view of the company.
e CRM derives from CRM techniques, which leveraged call centre and direct
marketing technology to market mass-produced goods and services to small market
sub-segments. e CRM expands on this technology by using next generation
segmentation and analysis technologies, comprehensive customer interaction data,
multi channel communications and one-to-one interaction to market customized
products and services to ever more precise segments.
To understand e-CRM, companies must first understand e-business in its full sense.
Further, organizations need to integrate all modes of communications web, email,
chat, video, voice to serve and support their customers in order to maximize the
total customer lifetime value to the organization. With e CRM businesses can win
customers, deliver highly targeted solutions to existing customers, and build the
type of customer loyalty that will increase sales and profitability.
and more cost. Control is exercised over aggregate patterns rather than on
individual cases.
7) Single contact point :- A manager acts as a link between the process and
customer. He provides all the information a customer needs.
8) Centralization Decentralization Combination :- in the re-engineered
processes, companies can avail of the advantages of the combination of
centralization and decentralization. Sales process is re-engineered by using IT
advantageously. Sales people can connect to HQ through note-books to
access information. The software exercise controls to the sales people are
immune to unreasonable prices and conditions of contract.
Responsibility of Re-engineering :
In an organization, it is the people who re-engineer. In implementing re-engineering
we come across a leader, who is a motivating force, and has enough clout and
authority. He assigns re engineering to a manger, and a re-engineering team. The
strategy of re-engineering is formulated by a steering committee. An individual who
develops re-engineering tools and techniques and co-ordinates the projects is called
re-engineering czar.
Re-engineering Process :
We have to choose one or more process which are to be re-engineered. Those
processes which have become dysfunctional, which leave a major impact on our
customers and which are feasible are chosen.
Understanding the process : - The main activities of the this phase are :
or/and the owner of an intellectual work. The owner can be the creator of the work
(most usual case) or a transferee, in the event of a transfer of copyright.
This protection extends, with certain conditions, to:
1. scientific or technical inventions (patents) and technical know-how
2. trademarks for the identification of companies and products (trademarks)
3. other artistic and intellectual works developed, such as books, paintings, music,
pictures, teaching material, IT software, etc (these types of works comprise the
intellectual property / copyright in the strict sense).
Intellectual property is divided into two categories: industrial property, which
includes inventions, trademarks, industrial design, and geographical indications of
source; and copyright, which includes literary and artistic works such as novels,
films, musical works, paintings, photographs, and architectural designs. Rights
related to copyright include those of performing artists in their performances,
producers of phonograms in their recordings, producers of first fixations of films and
those of broadcasters in their radio and television programs.
The project promoters of the Education and Culture projects should normally be
more interested in copyright, taking into consideration the nature of Education and
Culture projects. Nevertheless, in the case of production, for example, of innovative
scientific applications one should not exclude the possible application of special
patent or trademark law.
What type of work can it protect?
Copyright can protect a wide range of creative activity, such as the following types
of work provided they fulfill the two conditions mentioned earlier:
In most cases the copyright owner is the first person creating the work.
The employee / the employer
Certain national laws also provide that, when a work is created by an author who is
employed for the purpose of creating that work, the employer, not the author, is
deemed to be the owner of the copyright in the work. Instead, in other countries the
employee remains the owner of copyright. Special provisions might have to be
made according to the law of the country to clarify this situation (for example
when signing employment contracts).
Two or more authors
When the contributions of different authors cannot be distinguished from one
another in the final piece of work, it is considered as a "co-written work" over which
the authors own copyright jointly. Typically, each joint author can enforce the
copyright individually. However, certain national laws such as German law provide
that if parts of the work are identifiable but not suited for separate exploitation, the
creative contributors who have worked a common goal, jointly own copyright in the
work but may not assign rights in their contribution.
When an author makes a contribution which can be clearly identified, a separate
copyright may be negotiated. All the creative contributors are then considered as
author and owner of their respective contributions, unless the authors have
explicitly agreed by contract to "associate" their individual works in view of joint
exploitation. This is the case under German law for example.
Some Member States such as France and Portugal have also developed a concept of
"collaborative work" for creations in which more than one natural person have
participated and their contributions may be identified separately. Typically, the work
becomes the joint property of its authors and is to be exploited collectively.
The original right owner the creator may also transfer ownership of the right, for
instance to a publisher.
How does Copyright come into being?
Two conditions are required for the work:
1.
Tangible form
The work can be protected once it has come into existence in a tangible form. This
tangible form exists when the work is given physical expression. For instance,
copyright protection can not be conferred upon an abstract idea, or ad lib
comments made during a talk, but it can upon a speech based on brief notes.
The work in question has to be "tangible".
2. Originality
The work must also be original, to allow it benefit from copyright protection.
Originality is a tricky concept insofar as it is difficult to define, and can be
interpreted in various ways. For example, the French law accepts that a piece of
work is original provided it "carries the stamp of its' author's personality", while in
UK a criterion might be the likeness of the product to interest a prospective buyer.
The work has to be "original".