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!)