Revision+ppt
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Transcript of Revision+ppt
Sushil S Mundada
Quick RevisionHRMS - Recruitment, Employee appraisal, Employee
TrainingSDMS – Channels, Sales Flow (Enquiry, Quotation, Order,
Delivery & Invoice, Sales Analysis)MPPC – Capacity Planning, Manpower Planning, Material
Resource and Manufacturing Resource Planning, Work Order Management & EOQ, Material Procurement
Banking - Saving Bank Account, Cheques, ATM, E-Banking, Biometric Devices
ABS - Enterprises Resource Planning (ERP), Supply Chain Management (SCM), Customer Relationship Management (CRM), Call Centre, BPO, KPO, TQM – Total Quality Management, Six Sigma
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Case Study1A Cosmetics company would like to expand its sales
across the remote villages & areas. But it doesn’t have enough capital to start any new sales offices in these areas. Instead it plans to tie up with a reputed Telemarketing organization & make use of their services, for customer order processing. Suggest suitable business processes that can be applied, so that the above concept of telemarketing is possible. Specify the different input documents (detailed documents) that are necessary for your specified business process & also suggest any supporting reports that can be obtained from your specified business process.
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Complete approach to solve case studyRead the case study twiceFirst collect the direct stated factsNext collect the unstated factsGenerally 3 questions -> Suggest suitable business
processes, specify input documents, Suggest any supporting reports
Specify clearly all business process affectedList down input documents – draw formats wherever
possibleList down output reports – draw formats wherever possibleDon’t assume against what has been stated (explicitly or
implicitly)Write as much as possible
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Approach – First collect the direct stated factsThere is a Cosmetics company which would
like to expand its sales across the remote villages & areas
It doesn’t have enough capital to start any new sales offices in these areas
Instead it plans to tie up with a reputed Telemarketing organization & make use of their services, for customer order processing
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Approach – Next collect the unstated factsThe company wants a good order processing
system. The order needs to be taken over phone by a third party system and needs to be transferred to the company. So way of communication/order confirmation/order dispatching needs to be established (SDMS area)
Company is already established in the urban areas. But the new rural market is different. So a different CRM way of functioning must be in place (CRM area)
To handle the new orders the production of the company needs to increase at a similar pace (MPPC area)
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Check the questionsSuggest suitable business processes that can
be applied, so that the above concept of telemarketing is possible
Specify the different input documents (detailed documents) that are necessary for your specified business process
Suggest any supporting reports that can be obtained from your specified business process
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Solution to case Study-Step1 – CRM processFor the above case, the first process that needs
incorporated is related to the CRM area of management It is process used to learn more about customers' needs
and behaviors (in our case the new set of rural customers) in order to develop stronger relationships with them.
CRM includes information about customers, sales, marketing effectiveness, responsiveness and market trends. The overall goals are to find, attract, and win new clients, nurture and retain existing
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CRM processAs a part of first CRM business process call centre executives
make outbound calls to the prospect customers. They would need to know and impart the following:
The client demographics, buying habits, spending capabilities, requirements, etc. (like for example the products bought by rural customers will be very different than that of urban customers)
Exact description of the product Pricing procedure of product Distribution channel and handling of the product Advantages of this product over its existing competitors if any Group discounts and any other applicable schemes if exists After support policies etc Mode of payment
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Solution to case Study-Step2 – SDMS process The second process that needs incorporated is related to the
SDMS area of management Once the telemarketing/call center executive tries to convince and
win an order, it goes for further order processing The customer thereby places an order through the phone. The executive tracks down the following information:
Name of customer Address of the customer Contact details Date of placing the order Product code Product description Price Discounts (if any) Mode of payment
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Order processingThe order processing business process has following
features:Transforms purchase order (received over phone)
information to actual orderGenerates customer invoicesYou can enter credit to generate a credit memo and
update your receivablesTrack shipment information in order and invoice history
inquiryEmail order acknowledgement and shipment
notificationDisplay inventory at order entry time
Problems in order processing Customers are virtual, telephonic, not actual. Customer may back out orders as they cant exactly
see the products Customers cannot be well targeted as compared to
segmentation Availability of customer while the time of delivery Customer support would be CRM based Telephonic conversation sometimes may be unclear
resulting products mismatch Return policies should be flexible People do not like to get interrupted by
telemarketers at home
Sample Order form
Managing the distributionOnce an order is created like the one above. A
company representative will look forward in the delivery of this product to the prospective customer
The mode of transport to reach the customer, the packaging of product and the line of distribution will be chosen as optimized as possible
There should be minimal cases of pending orders. Also a process to handle pending orders must be defined
Solution to case Study-Step3 – MPPC processThe dispatch of the product completely depends on
the availability of the product from the warehouseThe lead time is defined as the time required between
the raised order and the availability of this product to the customer in case of this study
So the process needs to be optimized in such a way that the product is available for delivery in the stipulated time frame
The capacity planning needs to be done so as to have sufficient resources for production
The EOQ for purchase of raw material for products must be calculated
Different input documentsCRM
Target customers informationProduct catalogueCompany policy document
SDMSOrder processing form
MPPCTotal amount of orders for each product on
periodic basis
Supporting reportsCRM
List of calls made with the outcomes Performance report of each sales executiveSummarized report of performance of telemarketing
company SDMS
List of orders received with detailsTotal quantity of different products required on periodic basisStatus of delivery and payment
MPPCEOQ for raw materialAmount of direct and indirect material required Input for capacity planning
Case Study 2 In the Distillation Plant, distilled water is
prepared, which is basically used in preparation of Medicines, salines and Batteries. The order is placed for test tube, vessels, flasks, coiled glass tube etc. The suppliers processes the sales order and generates bill. The distillation plant pays bill and get the receipts.
Questions Suggest a suitable business process, to
model the above situation & ensure a smooth flow, within the production process
Specify the different input documents (detailed documents) that are necessary for your specified business process
Suggest any supporting reports that can be obtained from your specified business process
Approach – First collect the direct stated facts There is Distillation Plant where distilled water
is prepared, which is in turn used in preparation of Medicines, Salines and Batteries. These are the customers for the Plant
Raw material for the Plant is test tube, vessels, flasks, coiled glass tube etc., which is procured from Vendors
A purchase order is raised by the plant to the suppliers. They convert the PO to SO and processes the sales order and generates bill
The distillation plant pays bill and get the receipts
Approach – Then collect the unstated factsThere needs improvement in order
processing systemThere has to be a link between PO, SO and
InvoiceThe system should also help to maintain the
optimum quantity of inventory
Solution to Case Study2The case relates to improvement in SDMS – Order
processing, Delivery and Invoice steps of Sales flow and MPPC (Capacity planning, MP, MRP and EOQ – Inventory management) business process
Input documents and dataPurchase OrderSales OrderDelivery NoteInvoiceVendor Analysis data
StepsFirst step of process is Vendor Analysis which
is done on various factors to save the firm time and money, and to do a better job of purchasing overall
Formal process of evaluating potential suppliers based on selected criteria that might include not just price, but product quality and selection, delivery, ordering, inventory and product availability, service reliability, as well as the value of the potential long-term relationship
Purchase Order
Output reportsMRP-I with data like What items are
required? How many? When ?Inventory reports with optimum inventory
and EOQBills payableCapacity and Manpower planning report
Case Study3The purpose of the Open Access Insurance System is to
provide automotive insurance to car owners. Initially, prospective customers fill out an insurance application, which provides information about the customer and his or her vehicles. This information is sent to an agent, who sends it to various insurance companies to get quotes for insurance. When the responses return, the agent then determines the best policy for the type and level of coverage desired and gives the customer a copy of the insurance policy proposal and quote.
Suggest a suitable business process, to model the above situation . Specify the different input documents (detailed documents) that are necessary for your specified business process & also suggest any supporting reports that can be obtained from your specified business process.
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Approach – First collect the direct stated factsOpen Access Insurance System provides automotive
insurance to car owners. Initially, prospective customers fill out an insurance
application, which provides information about the customer and his or her vehicles.
This information is sent to an agent, who sends it to various insurance companies to get quotes for insurance (Enquiry).
When the responses return (Quotation), the agent then determines the best policy for the type and level of coverage desired and gives the customer a copy of the insurance policy proposal and quote.
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Approach – Then collect the unstated factsNeed improvement in SDMS Vendor analysis is to be done – need to define
parametersCustomers are expecting customised
suggestions based on their requirement
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Solution to Case Study3
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InputsEnquiry formsQuotation formatPurchase Order formatInput for guidelines to suggest policies based
on the requirement of customers
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Output ReportsVendor analysis reportList of Quotations sent and orders received
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