...com/locate/jom The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations Kevin B. Hendricks a,1, Vinod R. Singhal b,*, Jeff K. Stratman b,2 b Richard Ivey School of Business, The University of Western Ontario, London, Ont., Canada N6A-3K7 College of Management, Georgia Institute of Technology, 800 West Peachtree St., NW, Atlanta, GA 30332-0520, United States Available online 23 March 2006 a Abstract This paper documents the effect of investments in Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer Relationship Management (CRM) systems on a firm’s long-term stock price performance and profitability measures such as return on assets and return on sales. The results are based on a sample of 186 announcements of ERP implementations, 140 SCM implementations, and 80 CRM implementations. Our analysis of the financial benefits of these implementations yields mixed results. In the case of ERP systems, we observe some evidence of improvements in profitability but not in stock returns. The results for improvements in profitability are stronger in the case of early adopters of ERP systems. On average, adopters of SCM system experience positive stock returns as well as improvements in profitability. There is no evidence of improvements in stock returns or profitability for firms that have invested in CRM. Although our results are not uniformly positive across the different enterprise systems (ES), they are encouraging...
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...Management Information Systems 13e KENNETH C. LAUDON AND JANE P. LAUDON CHAPTER 9 ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE SYSTEMS Evolution Homecare Manages Patients with Microsoft Dynamics CRM CASE 2 VIDEO CASE Systems SUMMARY: Evolution Homecare used Microsoft Dynamics CRM to improve delivery of its home health services. Benefits have included productivity improvements, enhanced inventory management, better resource planning, and more effective reporting. L= 5:14 URL http://www.youtube.com/watch?v=JgCz9tfcXV0 CASE For people with serious illnesses, many procedures must be performed in medical facilities like hospitals and skilled nursing homes. But it is also possible to deliver medical-related services in a home setting using a home health-care service. In most cases, it is much more economical to be treated at home, and recent studies show that patients receiving healthcare services who are surrounded by their family and friends make faster progress. Home health care may include skilled nursing in addition to speech, occupational and physical therapy. It also includes monitoring the patient’s prescriptions and sometimes assistance with household chores. In the United Kingdom, Evolution Homecare is a leading provider of home health-care services, with special expertise in the supply and administration of critical medicines to patients in their homes. Evolution Homecare is part of the Celesio Group, which is one of the leading...
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...Table of Contents Section Title of Section Page(s) I. Executive Summary 2 II. Brief History of Microsoft Corporation 2 III. History of Microsoft Customer Relationship Management Software 3 A. Timeline 3 B. Additional Information on MS-CRM Dynamics 2011 3 IV. Common Business Issues 3-6 V. Proposed Solution 6-7 VI. Recommendations for Executive Committee 7-8 VII. Attachments 8-15 A. References 8-9 B. Supplemental Materials 9-15 I. Executive Summary Especially true in today’s global economy, time is money and cost is the most volatile aspect of management. Efficient software solutions are an integral aspect of forward-thinking organizational management. The top competitors to Microsoft in the Customer Relationship Management (CRM) sector are Oracle and SalesForce.com. This document will analyze deploying Microsoft’s CRM solutions in any company wishing to maintain a competitive advantage in the current economy and technological realm. II. Brief History of Microsoft Corporation As can be read in an analytical Excel document we created in August of 2011: In 1975, Gates and Allen form a partnership called Microsoft. Like most start-ups, Microsoft begins small, but has a huge vision—a computer on every desktop and in every home. In June 1980, Gates and Allen hire Gates’ former Harvard classmate Steve Ballmer to help run the company. Starting with a new operating system named "MS‑DOS," their hard work revolutionized daily office work into what will eventually...
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...ProLiant ML350 GEN 8 B. 140 HP Z230 Workstation Computers C. 12Motorola Mc9190-Z RF10 Readers II. Software and Applications A. Microsoft Dynamics AX (ERP) B. Microsoft Dynamics CRM (CRM) C. PBL Scorecard (DSS) III. Security A. Wireless MAC Authentication B. IDS C. Network Access Control (ADS) Riordan needs to ensure that the new system integrates procedures for collecting, storing, maintaining, retrieving and validating data that flows in the organization. The proposed system will streamline departmental procedures and actions while keeping accurate data from the warehouse, personnel, payroll, HR, and all other departments. I am proposing that we replace the existing servers at all four locations and install 3 HP ProLiant ML350 GEN8’s at each location. One server at each location will be used as a backup in case of outages or maintenance. We will also replace all of the end user desktops with HP Z230 workstation computers. This will ensure that everyone will be using the same hardware and software to simplify training and repairs by the IT department. We will also be purchasing 12Motorola Mc9190-Z RF10 Readers for the warehouse and shipping departments as well as Android based tablets for traveling sales people. Our software choice will be a Microsoft packages. There is a separate package for our CRM and ERP. We will also implement a DSS system provided by PBL...
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...The Eight Building Blocks of CRM: Vision A successful CRM vision creates a positive perception of the enterprise, bolstered by loyal customer advocates. IT and operations leaders and CRM stakeholders should follow these six steps to a clear, actionable and successful CRM vision of how to get, keep, satisfy and increase customers. Key Challenges ■ Many enterprise IT operations and other leaders, as well as CRM stakeholders, find it hard to devise a well-thought-out CRM vision, even though it provides the basis for creating a customer-centric enterprise. ■ A number of enterprises are challenged to construct a customer-centric culture that can successfully capture, retain and grow their customer base, while realizing bottom-line growth. ■ Many enterprise IT and CRM stakeholders don't take time to craft clear customer objectives stated in a CRM vision, even though this, coupled with leadership, a supportive culture and properly oriented staff, contributes to success in customer interactions and in fulfilling business goals. Recommendations ■ Create a CRM leadership team. ■ Create a model of the ideal customer experience. ■ Create a corporate personality objective and model. ■ Understand the guiding principles of successful customer-centric strategies to help compose a vision of what the enterprise wants to deliver to customers. This will help enterprises plan and prioritize their investments, which improves the chances of success. 1. Vision 2. Strategy 3...
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...Enterprise Architecture Program Key Initiative Overview ® Enterprise Architecture Program Key Initiative Overview Richard Buchanan Research Managing Vice President This overview provides a high-level description of the Enterprise Architecture Program Key Initiative. IT leaders can use this guide to understand what they need to do to prepare for this initiative. Analysis Enterprise architecture (EA) is a strategic planning process that translates an enterprise’s business vision and strategy into effective enterprise change. The EA program institutes a collaborative, shared planning process. EA teams work with business and IT stakeholders to define a future-state vision in terms of requirements, principles and models. They then compare the future-state vision to the current state, identify gaps and plan investments to fill them. EA is not IT-focused, but business-driven and comprehensive. The future-state vision helps coordinate the analysis of—and develop a plan to harmonize—required changes in business functions and processes, information and data provisioning, technology capabilities and application solutions. An effective EA program will help align IT investments with long-term strategy, reduce risk, deliver higher-quality information and engineer adaptive solutions and technical services. Consider these factors to determine your readiness EA planners must charter the program and ensure that senior leaders support it. They must also establish program...
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...VBZ Intel Agency IT Virtualization (ITV) Enterprise Architecture Framework VBZ IT Virtualization (ITV) Enterprise Architecture Framework (Roadmap to the Cloud) In a world of dynamic requirements and mandates for more IT computing power, less power consumption, reduced budgets, and resources businesses are continuously faced with the challenge to quickly respond to ever changing customer demands, growth opportunities and market changes. VBZ’s Virtualization Framework provides the blueprint for business owners and stakeholders to assess and transform their IT environment to improve their bottom line, to meet fluctuating demands and to comply with mandates through the implementation of an agile and adaptive IT infrastructure powered by “Virtualization”. Overview VBZ’s ITV Framework is a hybrid Enterprise Architecture framework that can be mapped back to Zachman, Spewak, and FEA. The ITV Framework for the purpose of my project provides VBZ the blueprint to virutalize all or parts of its IT environment. This framework provides a holistic view of the IT activities as the virtualization occur and the impacts of those efforts on the current environment. . The ITV framework is the mechanism to facilitate structured communication amongst stakeholders to enable clearly defined measurable success. It allows the stakeholders to assess and implement the virtualization plan that will best meet their immediate business needs, with the end goal of a...
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...http://msdn.microsoft.com/en-us/library/bb466232.aspx#eacompar_topic4 Home Library Learn Downloads Support Community Sign in | United States - English | Preferences Expand MSDN A Comparison of the Top Four Enterprise-Architecture Methodologies Roger Sessions ObjectWatch, Inc. May 2007 Applies to: Enterprise Architecture Summary: Twenty years ago, a new field was born that soon came to be known as enterprise architecture. This paper covers a broad introduction to the field of enterprise architecture. Although the history of the field goes back 20 years, the field is still evolving—and rapidly so. (36 printed pages) Contents Executive Summary Introduction A Brief History of Enterprise Architecture Case Study The Zachman Framework for Enterprise Architectures The Open Group Architecture Framework (TOGAF) Federal Enterprise Architecture (FEA) Gartner Comparison Conclusion Glossary References Executive Summary Twenty years ago, a new field was born that soon came to be known as enterprise architecture. The field initially began to address two problems: System complexity—Organizations were spending more and more money building IT systems; and Poor business alignment—Organizations were finding it more and more difficult to keep those increasingly expensive IT systems aligned with business need. The bottom line: more cost, less value. These problems, first recognized 20 years ago, have today reached a crisis point. The cost...
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...Oracle Corporation It’s a huge company that provides enterprise software and computer hardware products and services. It develops, manufactures, markets, hosts, and supports database and middleware software, applications software, and hardware systems. It is organized into three businesses: software, hardware systems and services. Its software business consists of two segments: new software licenses and software license updates and product support. It’s hardware systems business consists of two segments: hardware systems products and hardware systems support. It authorizes database and middleware software, including database and database management, application server and cloud application, service-oriented architecture and business process management, business intelligence, identity and access management, data integration, Web experience management, portals, and content management and social network software, as well as development tools and Java, a software development platform; and applications software comprising enterprise resource planning, customer relationship management, financials, governance, risk and compliance, procurement, supply chain management, enterprise portfolio project and enterprise performance management, business intelligence analytic applications, Web commerce, and industry-specific applications software. It also provides customers with rights to unspecified software product upgrades and maintenance releases; Internet access to technical content; and...
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...PeopleSoft, Inc. Form 425 13-4-18 下午10:10 PeopleSoft, Inc. Form 425 FILED BY PEOPLESOFT, INC. PURSUANT TO RULE 425 UNDER THE SECURITIES ACT OF 1933 SUBJECT COMPANY: J.D. EDWARDS & COMPANY FILING: REGISTRATION STATEMENT ON FORM S-4 REGISTRATION NO. 333-106269 PeopleSoft Conference Call Transcript 7.2.03 THE OPERATOR: Welcome to the PeopleSoft 2003 second-quarter preliminary earnings conference call. All lines will be in a listen only mode until the question and answer session of the conference. This call is being recorded on behalf of PeopleSoft. Replays of this conference call will be available for seven days following the call by dialing 888-568-0873. There is no pass code needed for the replay. I will now turn the call over to Kevin Parker, PeopleSoft’s Chief Financial Officer. Kevin? MR. KEVIN PARKER: Welcome to PeopleSoft’s second-quarter preliminary earnings conference call. Joining me is Craig Conway, PeopleSoft’s President and CEO. During this call, we will review PeopleSoft’s prehttp://www.sec.gov/Archives/edgar/data/798757/000089161803003395/f90776f1e425.htm Page 1 of 27 PeopleSoft, Inc. Form 425 13-4-18 下午10:10 liminary results of operations for the second quarter. After our commentary, we will open the conference call for questions related to our quarterly performance. Please note we will not be taking any speculative questions related to Oracle’s unsolicited tender offer. PeopleSoft has filed a Schedule TO and a registration statement on Form S-4...
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...searching for information – and the data they get is often more complete and up to date. EAI also enables more effective collaboration between individual people and departments. Process Automation – EAI can streamline processes that include data or activity from multiple software applications. For example, data from a CRM can be integrated with an e-mail marketing platform to deliver targeted messages to customers based on their prior behavior or demographics. That effort could then be coupled with an analytics package to measure the success of the email campaign. And all that data can be integrated with an ERP system to help the company invest resources where they’re most effective. Reduced IT Complexity – Most enterprise-level companies find it difficult to use new technology effectively. The learning curve is often steep, and a new application may not work well with the systems already in place. Enterprise application integration overcomes these roadblocks to smooth business process by combining the information and functionality of several applications into a single, easy-to-use interface. Increased Agility – One of the highest business benefits of enterprise application integration is that it allows organizations to recognize and respond to opportunities more quickly. EAI can help companies address shifts in the market, reputation management issues, supply chain disruptions and more – all from a single...
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...Manufacturing has had for many years. Recently, Riordan executive management hired a new Chief Information Officer (CIO) to improve its infrastructure and to answer this question. While management wants to use more IS and IT solutions throughout the organization, it has had trouble finding the perfect fit in all aspects of its operations. Even though IS and IT costs have risen, the puzzle pieces still have not come together; the value and benefit has not been clear to the company. As we will see throughout this review, it is time to focus and find the value that technology and information brings to the organization. It is time to find the efficiencies and savings that the company needs to clearly see the value. With Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), or Supply Chain Management (SCM) systems, there has got to be value in the way they are used. There has also got to be value in...
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...1 Case Study : Sinosteel Strengthens Business Management with ERP Applications SUMMARY: China’s state owned strategic resources enterprise Sinosteel Corporation uses Oracle Enterprise Resource Management (ERP) to strengthen its business management and global reach. Case: Sinosteel Corporation (abbreviated as Sinosteel) is a central enterprise under the administration of the State-Owned Assets Supervision and Administration Commission. There are 76 subsidiaries under the administration of Sinosteel, among which 53 are in China and 23 abroad, the revenue from core businesses reaches RMB 111 billion in 2008. Chinese currency is called the Renminbi (RMB), and it is currently trading at .146 US dollars in 2009. Sinosteel is mainly engaged in developing and processing of metallurgical mineral resources, trading and logistics of metallurgical raw materials and products, and related engineering technical service and equipment manufacture. It is a large multinational enterprise with core businesses engaging in resources development, trade & logistics, engineering project and science & technology, equipment manufacturing and specialized service, providing comprehensive auxiliary service for steel industry, especially steel mills. Sinosteel is organized as decentralized, multi-business unit firm. Like most rapidly growing global firms, Sinosteel has grown through the acquisition of hundreds of small companies, and many medium to large size companies. In the...
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...I wish to put all my articles. Hershey’s customer base consists of wholesale distributors, chain grocery stores, mass merchandisers, chain drug stores, vending companies, wholesale clubs, convenience stores, dollar stores, concessionaires, department stores and natural food stores. The company has made significant changes over the past decade to strengthen its relationships with these customers. Primarily, the company has worked on improving its customer relationship management (CRM) which “enables companies to provide excellent real-time customer service through the effective use of individual account information.” (Kotler & Keller, 2009). In 1999 Hershey put in place a $112 million enterprise resource planning (ERP) and CRM system. The new technology was meant to bring the company’s business practices up to date and provide across-the-board automation that would span the process from order-taking to truck-loading. Unfortunately, due to initial problems in getting customer orders into the new system and transmitting the correct details of those orders to warehouse for shipping, Hershey got behind on their delivery and consequently lost over $100 million (Turk & Bligh, 2004). In an effort to repair damaged customer relationships stemming from the serious failures the year before, in 2000 Hershey implemented a new strategy that focused on fulfillment speed and agility. The company understood better than ever its key U.S. customers’ needs: efficient, customer-driven...
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...Chapter 08 Review Achieving Operational Excellence & Customer Intimacy (pp. 270 –301) 1. Recognize that the ‘heart’ of an ERP is a central database or data warehouse: Suite of integrated software modules and a common central database 2. Identify the four major functional areas of all business organizations: sales & marketing, finance & accounting, manufacturing & production, and human resources 3. Know the four (4) business values of an ERP: Increase operational efficiency, Provide firm wide information to support decision making, Enable rapid responses to customer requests for information or products, Include analytical tools to evaluate overall organizational performance. 4. Be able to distinguish upstream from downstream in a supply chain: Upstream- Firm’s suppliers, suppliers’ suppliers, processes for managing relationships with them. Downstream- Organizations and processes responsible for delivering products to customers 5. Know the relationships between JIT, safety stock, and the bullwhip effect: Inefficiencies cut into a company’s operating costs. They can waste up to 25 percent of operating expenses 6. Recognize the difference between a supply chain planning system and supply chain execution system: Supply chain planning systems- model existing supply chain, demand planning, optimize sourcing & manufacturing plans, establish inventory levels and identify transportation modes/Supply chain execution systems-Manage flow of products...
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