8/7/2019 Pain Chain Case - Role Customer

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How to Sell ERP Role Play

Role play: Customer role

Introduction

In this role play you are the Director of Operations of ABC Chemical. You are meeting a sales

person from Fortex Solutions, a partner with 75 employees. Fortex Solutions has a vertical

solution for chemical and pharmaceutical industries.

Objective

The objective of the sales person is to discover your needs and how their solution could address

your business challenges. You are interested in finding out how the vertical solution of Fortex

Solutions can address your needs.

Preparation

Study the case study (How to Sell ERP - Case Study). Choose the 2 most important

problems from the list below that need to be resolved by the new system:

1. The company is growing and needs an ERP solution that can be quickly adapted tochanges. The currently used systems are not flexible enough. You want to grow but

without increasing the structure.

2. The process from selling to the customer until payment from the customer (quotation sales order delivery invoice payment) takes too long and has many manual hand-

overs (10 people are working in administration).

3. Authorizations of procurement and invoices take too long, resulting in out-of-stocksituations and unhappy suppliers since their invoices are not paid on-time.

4. Operational reports are not correct and incomplete due to the difficulty of connectingdata from the Sales/Finance System, Production System and Warehouse Management

System resulting in many last minute production changes and inefficient use of the

production lines (costs of all unnecessary production changes are estimated to be

around 100.000 euros per year).

5. Inventory levels are never correct, resulting in out-of-stock and problems with on-timedelivery (currently only 90% of orders are delivered on-time, while the target is >96%).

6. Handling customer complaints takes a lot of time since data from the different systemshas to be combined (Quality Control System with the Production System, Sales/Finance

system with the Warehouse Management System), resulting in a customer satisfaction

score of 76 while the target is 85.

Add any information that helps you to be as realistic as possible.

MeetingThe meeting should take around 15 minutes. Dont hand out too much or too little information.