CCT 355: E-Business Technologies

CCT 355: E-Business Technologies Class 3: ERP, SCM, CRM

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?

Presentations • Assigning words and dates • Dates – starting Oct 17, although those eager to get it out of the way can get it done next week (let me know!)

CCT 355: E-Business Technologies