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!)