check+slideshare+functionality

check+slideshare+functionality

• 1.
  Sushil S Mundada
• 2.
  Agenda Enterprises Resource Planning(ERP) Supply Chain Management (SCM) Customer Relationship Management (CRM) Call Centre, BPO, KPO International Business Management TQM – Total Quality Management Six Sigma 2
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  Enterprise resource planning(ERP) ERP integrates internal and external management functions like finance/accounting, manufacturing, sales and service, etc. Single software solution integrating the different functions and activities Action taken by one department results in the appropriate follow-up action up and down the line Customer ordering and delivery where a customer's order moves smoothly from Sales, to Inventory and Warehousing, to Finance, and on to Manufacturing 3
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  Scope of ERP ProductionDepartment: Bills of Material, Scheduling, Capacity, Workflow Management, Quality Control, Manufacturing Process Supply Chain Management: Inventory, Order Entry, Purchasing, Financials: General Ledger, Cash Management, Accounts Payable, Accounts Receivable, Fixed Assets Projects: Costing, Billing, Time and Expense Human Resources: Human Resources, Payroll Training, Time & Attendance Customer Relationship Management: Sales and Marketing, Commissions 4
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  Package ERP SolutionVs Custom Development ERP Custom Development Packaged ERP Definition: Developed either for a specific Definition: Consolidate all of company's departments organization or function & functions in single computer system Scope: Usually created for companies, business Scope: ERP packages are made for mass market Budget: Companies pay for customized software for Budget: These are planned for long term and are budget or project managing budgeted as a part of company maintenance. Cost: Is one time or as per contract. Generally low. Cost: Cost is one time for installation and implementation. High Maintenance: Have to be frequently updated Maintenance: Any change in industry by the ERP company Up gradation: In case of up gradation, its very Up gradation: Is easy and cost effective difficult Custom Reports: Custom development is a part of the Custom Reports: These are generally open source contract codes Technical: They are designed as per specified Technical: These are generally designed to run on hardware or Operating Systems multi-OS, hardware and system Examples of bespoke software Examples: SAP, Oracle, Peoplesoft, JD Edwards, Websites, Inventory Management, Customer BAAN etc. Management, Employee Management 5
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  SUPPLY CHAIN MANAGEMENT (SCM) Example- For a large retailer like Supermarkets, it has many regional distribution centers, a supply chain management system will effective coordinate between suppliers of clothes, paper products and Supermarket's retail stores to reduce the inventory cost Supply chain execution means managing and coordinating the movement of materials, information and funds across the supply chain. The flow is bi-directional. 6
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  SCM must addressfollowing problems Distribution Network Configuration: number, location and network missions of suppliers, production facilities, distribution centers Distribution Strategy: Operating control (centralized, decentralized or shared) Trade-Offs in Logistical Activities: Achieve the lowest total logistics cost Information: Integration of processes through the supply chain to share valuable information Inventory Management Cash-Flow 7
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  Customer Relationship Management (CRM) Processused to learn more about customers' needs and behaviors in order to develop stronger relationships with them 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 Tracking and measuring multichannel campaigns - email, search, social media, telephone and direct mail Metrics monitored include clicks, responses, leads, deals, and revenue 8
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  CRM Benefits Retaining customers- by excellent customer service Enables easier growth, indirectly and directly, for example by sustaining healthier volumes and margins, High levels of customer retention via effective customer service also improves staff morale Focus more on proactive opportunities (growth, innovation, development, etc) Having a culture of delighting and retaining customers fuels positive publicity and reputation in the media, and increasingly on the web in blogs and 9
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  Call Centre A callcenter is an office where a company's inbound calls are received or outbound calls are made Customer service, sales, and support functions Call centers have been increasingly popular as outsourcing increases 10
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  BPO Contracting of theoperations and responsibilities of specific business functions (or processes) to a third- party service provider Back office outsourcing - which includes internal business functions such as human resources or finance Front office outsourcing - which includes customer- related services such as contact center services BPO Advantages - Cost reductions, Concentration on core business, Outside expertise, Cater to changing customer demands 11
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  KPO Knowledge-related and information-relatedwork is shared High-value work carried out by highly skilled staff Focused on knowledge-intensive business processes that require significant domain expertise People with MBAs, and medical, engineering, design or other specialist business skills Create value for the client by providing business expertise rather than process expertise 12
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  Significance of KPO Investmentresearch services (equity, fixed income and credit, and quantitative research) Business research services Data Analytics Market research services Valuation and Fairness Opinions Legal research services (Legal Process Outsourcing) Patent research services 13
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  International Business Management Process offocusing on the resources of the globe and objectives if the organizations on global business opportunities and threats Nature of International Business - Variations in political, social, cultural and economic factors Impact of Culture/Language - Language is an important factor in international business. Nationalism and Business Policy – Example 'Be Indian and Buy Indian' 14
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  Total Quality Management Qualityis defined as “the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.” TQM looks at the overall quality measures used by a company including managing quality design and development, quality control and maintenance, quality improvement and quality assurance. TQM takes into account all quality measures taken at all levels and involving all company employees. 15
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  Advantages Long-term benefits -higher productivity, higher moral of personnel, decreasing of costs and increasing of consumers' trust Avoidance of mistakes allows company to save money and time Creates atmosphere of enthusiasm and satisfaction with performed job Uses team style of work More flexibility in work and collaboration 16
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  Principles of TQM ExecutiveManagement –Should act as the main driver Training – Employees should receive regular training Customer Focus – Improve customer satisfaction Decision Making – Made based on measurements Methodology and Tools – Non-conformances are identified, measured and corrected Continuous Improvement in quality procedures Company Culture –Developing employees ability to work together to improve quality Employee Involvement –Pro-active in identifying and addressing quality related problems 17
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  Six Sigma Quality managementinitiative that takes a very data- driven, methodological approach to eliminating defects Aim to reach six standard deviations from the desired target of quality. Six standard deviations means 3.4 defects per million (99.99966%) Improve the quality of process outputs by identifying and removing the causes of defects (errors) Defined sequence of steps and has quantified financial targets (cost reduction or profit increase) 18
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  Approach to SixSigma - DMAIC The DMAIC project methodology (used for existing products and processes) has five phases: Define the problem Measure key aspects of the current process Analyze the data to investigate Improve the current process Control the future state process 19
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  DMADV or DFSS TheDMADV project methodology, (used for creating new products and processes): Define design goals Measure and identify CTQs (characteristics Critical To Quality), product capabilities, etc. Analyze to develop and design alternatives Design details, optimize the design, and plan for design verification Verify the design, set up pilot runs, implement the production process 20
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  Roles in implementation ExecutiveLeadership - top management Champions - Responsibility for Six Sigma implementation across the organization in an integrated manner Master Black Belts, identified by champions Black Belts operate under Master Black Belts to apply Six Sigma methodology to specific projects Green Belts are the employees 21
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  Advantages Based on Data:In Six Sigma, decisions are made based on empirical evidence Proven Success: Beginning with Motorola, large companies have successfully rolled out initiatives Sustainable Solutions: The DMAIC and DMADV processes are specifically designed for sustainable solutions 22