MIS IN UNILEVERIT, Privacy, Security, Supply and Customer relationship12/10/2012
Letter of TransmittalWe would like to request to our course instructor Ms. Maria Tahir tokindly accept this report and take into consideration to work that we haveaccomplished according to the requirement. FORM GROUP MEMBERS; FAIZA JAVAID SHUMAILA BASHARAT IQRA NAQVI
ACKNOWLEGMENT A work is never a work of an individual. We owe a sense of gratitude tothe intelligence and co-operation of those who had been so easy to let usunderstand what we needed from time to time for completion of thisreport. I want to express my special gratitude towards Ms. Shumaila Sattar, AMPlanning- Skin cleansing, Unilever R.Y.Khan, for giving their precioustime and helping us. I am also thankful to our MIS lecturer Ms. Maria Tahir for giving us sucha unique project and helps us to enhance our knowledge.
PERSONAL LEARNING STATEMENT While conducting this project we have learned how to workcollaboratively, how to communicate with individuals, how to askquestions, how to develop research design, how to analyze data. Inspite of all this the major change we observed in ourselves was that wehave gained so much confidence with an added value of curiosity andcritically analyzing the areas of interest.
DEDICATION We dedicate this report to our parents and friends in recognition of theirworth and to our teachers who are the guiding force for us and it is theireffort and hard work that showed us the path of success and proprietarywhich would be there for us for the rest of our lives. Our thanks to all those who have generously contributed their theoreticalknowledge to this report including our teachers, without theirunderstanding and support completion of this work would not have been
EXECUTIVE SUMMARYThis report explains information technology and management infofmationsystem in Unilever Rahim Yar Khan. It explains security , privacy policiesin Unilever and how the company is handling all these and what are theirsteps in case of any breach. Unilever steps for securing its software,laptops and mobile handhelds have been discussed in it. It also explainssome of the systems in Unilever as its operations are increasinglydependent upon IT systems and Mnagement of Information. We have further explained e-business strategies of Unilever and differenttechnologies which are being used by Unilever like GDSN ( Global DataSynchronization Network), RFID ( Radio Frequency IdentificationDevice), Ariba, Unilever Private Exchange and ISIS. This report gives a brief view about ULTRA ( Unilever TradeAutomation), that how this software is working and how this software hasmade management and delivery service better. We have also explained about Kalido software and SCM ( Supply ChainManagement) in Unilever.
UNILEVER1:HISTORY: The company was formed by a merger of Dutch Margarine Union and British soap-makers Lever Brothers in1929.Unilever was one of the world’s first genuine multinationals with operating companies in more than 40countries.The company produces and distributes a vast number of well known brands in the areas of nutrition, hygieneand personal care that are used by consumers all over the world. The history of Unilever dates back to 1885, William Lever established a soap manufacturing company in theUK with his brothers and named the company Lever Brothers in 1885. William Hesketh Lever was born at Bolton, Lancashire in 1852 was the son of grocer. Together with JamesLever, William Lever opened soap factory at Warrington, England, in 1885. Their products, Sunlight, the world’s first packaged soap, was very successful. The soup they made in readymoulded tablet. Previously laundry soap was marketed in bars and grocers cut off pieces and sold them by weight.Until 1919Lever was wholly own an controlled by the founder. By 1919, as a result of ingle minded expansionist,commercial policies, his firm accounted for 60 percent of soap production in Britain. Two butter makers, Jurgen and Van den Berghs formed Margarine Union in 1927. The Dutch MargarineUnion merged with Lever Brothers of United Kingdom in 1929 to form Unilever. During the 1930s, the structure and management do Unilever has been describe as a professional largely non-family managed hierarchy.For tax, purpose, two separate entities were established, one in London and anotherin Rotterdam.Historically, Unilever has grown to be a very multilocal company. However, while the company used to workwith regional supply chains on regional brands.Unilever started to globalize their brands in the early and mid1990s1.1 HISTORY OF UNILEVER RAHIM YAR KHAN:The Unilever Pakistan Limited (UPL), formerly Lever Brothers Pakistan Limited was establishedin Pakistan in 1948. The town of Rahim Yar Khan was the site chosen for setting up a vegetable oil factory.Unilever Pakistan is the largest fast-moving consumer goods (FMCG) company in Pakistan, as well as one ofthe largest multinationals operating in the country. Now operating six factories at different locations around thecountry. The Unilevers Head Office was shifted to Karachi from the Rahim Yar Khan site in the mid 60s.1.2 ABOUT UNILEVER PAKISTAN:By far the largest consumer products company in Pakistan, UPL is a part of the consumer products giantUnilever.UPL was established some fifty years ago in the then newly created Pakistan. The town of Rahim Yar Khan wasthe site chosen for setting up a vegetable oil factory in 1958 and that is where the first UPL manufacturingfacility developed.
Today, Unilever Pakistan is a force to reckon with. Its contribution to Pakistans economic development cannotbe overestimated. Now operating four factories at different locations around the country, the companycontributes a significant proportion of the countrys taxes. It employs a large number of local managers andworkers. It provides a pool of well-trained and highly motivated manpower to other segments and hasintroduced new and innovative technologies into the country.The UPL Head Office was shifted to Karachi from the Rahim Yar Khan site in the mid 60s. By this time theonce dusty and sleepy village was the hub of activities for UPL. A residential estate situated near the factory isthe home of UPL employees at Rahim Yar Khan.VISION STATEMENT OF UNILEVER: ―To be the best consumer product company in Pakistan and all around the globe in all departments that we dealin.‖MISSION STATEMENT OF UNILEVER:―Meet every day needs of nutrition, hygiene and personal care with brands that help people feel good, look goodand get more out of life.‖1.3 INFORMATION TECHNOLOGY IN UNILEVER:Information technology (IT) is concerned with the development, management, and use of computer-basedinformation systems.Unilever Information Technology is a global information headed by a global chief officer, with a strategy todeliver competitive and cost effective IT solutions to support the business.A common technology framework and standards for architecture, key technologies, processes, informationservices allow Unilever to leverage its scale in IT. For example, this approach is supporting the setting up andthe operation of regional shared services centers for ―back office‖ operations notably in finance and HumanResources, which in some cases are outsourced.The IT function is a key enabler for the ―One Unilever‖ change from a multi-local to a globally aligned businessthrough Improving IT capabilities and processes Improving overall IT infrastructure and service value Strategic outsourcing in selected key areasThe implementation across the group of a world –class harmonized ERP system in each region in support ofthe ― One Unilever‖ programme is progressing well.Unilever partners with a few major suppliers to develop the minimum number of non-overlaping IT systemsneeded to deliver the business objectives. This promotes radical simplification flexibility and agility fasterimplementation and reduced cost.
2:ENTERPRISE INFORMATION SYSTEM:HOW ENTERPRISE SYSTEM HELPS BUSINESS TO ACHIEVE OPERATIONALEXCELLENCE?An enterprise information system is generally any kind of computing system that is of "enterprise class". Thismeans typically offering high quality of service, dealing with large volumes of data and capable of supportingsome large organization ("an enterprise").Enterprise information systems provide a technology platform that enables organizations to integrate andcoordinate their business processes. An enterprise information system provides a single system that is central tothe organization and that ensures information can be shared across all functional levels andmanagement hierarchies. Enterprise systems create a standard data structure and are invaluable in eliminatingthe problem of information fragmentation caused by multiple information systems within an organization.A typical enterprise information system would be housed in one or more data centers, would run enterprisesoftware.2.1ENTERPRISE SYSTEM IN UNILEVERONE UNILEVER:One of the world’s largest suppliers of fast moving consumer goods in food, home and personal care categories,Unilever’s portfolio includes some of the leading and best known brands.Unilever for driving businesses, increasing productivity, compliance and protection for its top brands, began anew global productivity initiative called ―One Unilever‖. The initiative was designed in 2004 to eradicateduplication, leverage its scale and make improvements in its focus on consumers and the market place.All of Unilever’s production participated in this productivity initiative Unilever integrated this systems tostandardize inventory forecasting, and planning functions with its software system for supply chain, customerrelationship system and enterprise resource planning software provider to unify its infrastructure and processesto provide enhanced product traceability and process control.2.2UNILEVER e-business Strategy:Unilever e-business strategy continues to evolve, implementation of GSDN and RFID technologies and thecreation of an online buying system for making certain types of purchases from suppliers.The firms e-business strategy focuses primarily on the use of the internet and information technologies toachieve operational efficiencies in dealing with suppliers and in utilizing its distribution network.As early as February 2000, Unilever was making plan to invest heavily in electronic commerce, in an effort toslash costs, radically change its supply chain and reach out to consumers. The company recognized that it couldachieve significant savings by using internet to ―buy everything from raw material to card board‖.
other examples of Unilever forays into e-commerce and IT includes GSDN RFID Unilever Private Exchange Ariba ISIS3:Information System Are Vulnerable to Destruction, Error And Abuse:When large amount of data is stored in electronic form, they are vulnerable to many more kinds of threats thanwhen they existed in manual form. Through communication networks, information systems in different locationare interconnected. The potential for unauthorized access, abuse or fraud is not limited to a single location butcan occur at any access point in the network.Digital data are vulnerable to destruction, misuse and abuse, error, fraud and hardware and software failure. Theinternet is designed to be an open system and makes internal corporate systems more vulnerable to actions fromthe outsiders. Hackers can unleash , attack or penetrate corporate network. Wi-Fi net programs can easily bepenetrated by intruders using sniffer programs to obtain an address to access the sources of the network.3.1Unilever’s operations are increasingly dependent on IT and management ofinformation.They interact electronically with customers, suppliers and consumers in ways which place ever greateremphasis on the need for secure and reliable IT systems and infrastructure and careful management of theinformation that is in their possession.This also increases the threat from unauthorized access and misuse of sensitive information. Hardware that runsand manages core operating data is fully backed up with separate contingency systems to provide real timebackup operations should ever be required.Policies on data access, privacy, and protection of information are regularly reviewed and employees are trainedto understand the requirements.3.2Policies Of Sharing Information:As a general rule, they do not share your personal information with anyone outside of the Unilever Group.However, may share their personal information with trusted third parties.They may share their personal information with: Their advertising, marketing and promotional agencies to help them deliver and analyze the effectiveness of their advertising campaigns and promotions third parties required to deliver a product or service to customers, such as a delivery or postal service delivering a product that have ordered Law enforcement or government authorities where they have followed due legal process to request them to disclose the information third parties who wish to send information about their products and services, but only if have given them consent to do so third party providers of services, such as data processing, to Unilever
We may use your personal information to:suggest products or services (including those of relevant third parties) which we think may be of interest to youoffer you the opportunity to take part in competitions or promotionsYou can opt out of receiving communications from us at any time. Any direct marketing communications thatwe send to you will provide you with the information and means necessary to opt out.We may use your personal information:for the purposes of competitions or promotions that you have enteredto send you information, products or samples that you have requestedto respond to your queries or commentsWhere we collect personal information for a specific purpose, we will not keep it for longer than is necessary tofulfil that purpose, unless we have to keep it for legitimate business or legal reasons. In order to protectinformation from accidental or malicious destruction, when we delete information from our services we may notimmediately delete residual copies from our servers or remove information from our backup systems.J) MOBILE MESSAGE SERVICESWe may make available a service through which you can receive text or other types of messages from Unilever(such as short message service, or SMS, enhanced message service, or EMS, and multimedia message service,or MMS) on your wireless or mobile device ("Mobile Message Service"). If you subscribe to one of our MobileMessage Services, you agree to receive such messages from Unilever at the address or mobile number youprovide for that purpose (unless and until you have elected to opt out of receiving such messages by followingthe instructions in the Your privacy rights and who to contact section below).You understand that your wireless carriers standard rates apply to these messages, and that you may changeyour mind at any time by following the instructions in the Your privacy rights and who to contact sectionbelow. If fees are charged to your wireless account invoice, you agree that we may collect from you and provideyour carrier with your applicable payment information in connection therewith. You represent that you are theowner or authorized user of the wireless device you use to sign up for the Mobile Message Service, and that youare authorized to approve the applicable charges. In addition to meeting certain age restrictions and any otherterms and conditions associated with each Mobile Message Service, you may be required to register personalinformation such as your name, text message, wireless address or mobile phone number. We may also obtainthe date, time and content of your messages in the course of your use of the Mobile Message Service. We willuse the information we obtain in connection with our Mobile Message Service in accordance with this PrivacyPolicy. Please note, however, that your wireless carrier and other service providers may also collect data aboutyour wireless device usage, and their practices are governed by their own policies.You acknowledge and agree that the Mobile Message Service is provided via wireless systems which use radios(and other means) to transmit communications over complex networks. We do not guarantee that your use ofthe Mobile Message Service will be private or secure, and we are not liable to you for any lack of privacy orsecurity you may experience. You are fully responsible for taking precautions and providing security measuresbest suited for your situation and intended use of the Mobile Message Service. We may also access the contentof your wireless and/or mobile phone account with your carrier for the purpose of identifying and resolvingtechnical problems and/or service-related complaints.K) WHO DO WE SHARE YOUR PERSONAL INFORMATION WITH?As a general rule, we do not share your personal information with anyone outside of the Unilever Group.However, we may share your personal information with trusted third parties.We may share your personal information with:our advertising, marketing and promotional agencies to help us deliver and analyse the effectiveness of ouradvertising campaigns and promotionsthird parties required to deliver a product or service to you, such as a delivery or postal service delivering aproduct that you have ordered
matches it up to the companys software licenses. It also uses a service known as the Global Universal SoftwareLibrary, which is a database of 200,000 software products. This helps Unilever understand how the softwarethey have should be treated, for example does it need a licence or is it a security risk?When Unilever ran an audit using BCS services it found 60,000 different software products. Using the SAMservices it has rationalised this to 4,500 commercially licensable products and 800 that do not require licensesbut need to be managed.Prior to hiring the services of BCS, Unilever carried of software asset management manually. It usedcommercially available scanning tools such as Microsofts systems management server (SMS) and then humanresources would go through a lengthy process of checking they are licensed. With about 60% of the informationdelivered by a software scan not requiring any attention there is a great deal of time and money wastedmanually checking. The BCS software automatically removes this information from the results presented.Unilever still uses scanning tools such as SMS but has bought 5 licenses to BCS software and services for itsinternal SAM team. The Software Organiser does the matching and the Global Universal Software Library willgive a deeper insight into the software being used and enable.It now runs an audit every month. In the past it would true-up licences for major suppliers every quarter and lessoften for other suppliersUnilever spends tens of millions of pounds globally on software licences every year and before the new SAMprocess was introduced it was taking the software scans at face value and just ensuring it had a license foreverything it had. This meant it was paying for software it does not use in many cases. It also meant softwarethat did not require was often ignored, which could put the company at risk of a security breach.4.2RISK MANAGEMENT AND INTERNAL CONTROL ARRANGEMENTS:The Committee reviewed Unilevers overall approach to risk management and control, and its processes,outcomes and disclosure, including specifically:• Review of level of disclosure in quarterly financial results announcements;• Review of accounting principles and judgements with respect to financial statements, including the annual impairment review of goodwill and intangibles;• Corporate Audit’s interim and year-end reports on the Status of Risk Management and Control, and management’s response;• Annual report from the Chief Financial Officer on business risks and positive assurance on operating controls and corporate policies; and a quarterly review of business risks and safeguards;• The interim and year-end reports from the Code of Business Principles Compliance Committee;• Monitoring the resolution of complaints received through the global Ethics hotline including procedures for handling complaints and concerns relating to accounting, internal control and auditing matters;• review of the application of information and communication technology;• A review of the annual pension report and pensions related accounting and proposals;• Annual review of anti-fraud arrangements;• A review of tax planning policy; and• Review of treasury policies, the annual financial plan and consideration of proposals relating to debt issuance, investment hedge, dividends and a review of the financial implications of acquisitions.
5: IMPORTANT TOOLS AND TECHNOLOGIES FOR SAFEGUARDINGINFORMATION TECHNOLOGY:Businesses have an array of technologies for protecting their information resources. Firewalls preventunauthorized users from accessing the private network when it is linked to internet. Intrusion detection systemsmonitor private networks from suspicious network traffic and attempts to access corporate network/ systems.Antivirus softwares checks computer systems for infections by viruses and worms and eliminates malicioussoftware, while antispyware software combats intrusive and harmful spyware programs. Encryption, the codingand scrambling of messages is a widely used technology for securing electronic transmissions over unprotectednetworks. Digital certificates combined with public key encryption provide further protection of electronictransactions by authenticating user’s identity. Companies can use fault-tolerant computer systems or createhigh availability computing network to make sure that their information systems are always available. Use ofsoftware metrics and rigorous software testing help improve software quality and availability and reliability.5.1TOOLS AND TECHNOLOGIES USED BY UNILEVER:5.1.a HOW UNILEVER SECURE ITS LAPTOPS:Unilever has selected the connected back-up/Pc solution from Iron Mountain Digital to secure corporate dataheld on laptop computers.Prior to selecting Connected back-up/PC, Unilever relied on laptop users to back up their own data using Zipdisks and CDs. As a result data wasn’t always backed up at regular basisand the company had no control of therisks associated with data loss.With this back up system, all the data would bring to the IT department and reduced the risk of corporate dataloss to the business.5.1.b UNILEVER SECURES ITS MOBILE DEVICES:In March 2004, Unilever’s top senior management ordered the company’s top executives to be equipped withmobile handheld devices to increase their productivity.CONCERN WHILE CHOOSING HAND HELD DEVICE: Device should support voice and data transmission Should operate on different wireless networks Should be able to view e-mail attachments and word files Should have battery back-up of more than 4 hrs. Blackberry 7100,,7290 and 8700 were selectedTHE MAIN CONCERN
SECURITY OF HANDHELDS: Selecting the handheld was an easy part, hard was to made it secure. Following points were of main concern; Easy to steal because of portability Penetrable by hackers and other outsiders PDAs and smart phones especially those used by senior executives store sensitive corporate data, such as sales figures, social security no. and customer data. Unauthorized users may b able to access internal corporate networks through PDAs Downloading unauthorized dataDEVELOPING SECURITY POLICIES AND PROCEDURES:The important point on which Unilever was focusing was to make these mobile devices secure so that it doesnot suffer any theft or financial loss. The mobile handheld devices required the same security as that of laptops.Following steps were taken Every employee must use company specified device Proper authentication process Prevent use of alternative e-mail and web services. Applications can’t open both internal and external internet connections User’s can’t install third party applications New security key created after every 30 days Handhelds set to time out after being idle for 15 days After time elapsed user have to re enter password Triggers lockout and wipe of the device after 10 unsuccessful attempts Firewall monitors all traffic and user attempts. BLACKBERRY AND CELLPHONES, OR DO THEY NEED BOTH: Handhelds lock after 15 mints if they set idle Password entry needed after every lock Difficult for executives to carry two cell phones
STORED DATA SECURITY: Extends corporate security to handhelds Password authentication made mandatory through customizable IT policies of Blackberry Local encryption of data can be enforced Wireless command can be issued to the remotely change blackberry device passwords and lock or delete information in case of lost WIRELESS DATA SECURITY: End to end encryption 1. Transport encryption 2. Data remains encrypted in transit and is never decrypted outside of the corporate firewall Two factor authentication Secure data access ( HTTP)IMPACT OF SECURITY BREACH AT UNILEVER: Loss of sensitive customer/clients information like names, phone no. , e-mail address resulting in company facing litigation by clients Unauthorized users may access internal corporate networks Introduction of disabling Malware-software designed to infiltrate or damage a computer system without the owner’s informed consents Financial losses Security breaches tarnish imaged of company Loss of sensitive data like sales figure and other forecasting data can result in loss of revenue as competitors can use this information for their own advantage5.1.c BURGLAR ALARM SYSTEM IN UNILEVER:Unilever is using burglar alarm system at HPC factory for detecting intrusions. It was first installed at UnileverHPC factory R.Y.Khan and it’s a combined system for alarming against fire and intrusions.6:BUSINESS VALUE OF SECURITY AND CONTROL:lack of sound security and control can cause firms relying on computers network for their core business tp losesales and productivity. Information assets like confidential employees’ records, trade secrets, or business plans,lose much of their value if they are revealed to outsiders or exposed the firm to legal liability. Laws requirescompanies to practice stringent electronic record management and adhere to strict standards for security,privacy and control. Legal actions requiring electronic evidence and forensics also require firms to pay moreattention to security and electronic record management.
6.1 UNILEVERS DIRECT APPROACH. (UNILEVER GROUPS USE OF X.500DIRECTORY)The Unilever Group has rebuilt its corporate network infrastructure, which connects the companys 70,000desktop users located in its 450 companies, using the X.500 directory standard developed by Control DataSystems. The standard dictates the design of directories that contain information on users of the system,including their names, job-title, e-mail addresses and access privileges. Unilevers 100 Control Data IntraStoreservers, which support all Web messaging and directory standards, make up the backbone of the system andconnect seamlessly to the X.500 directory. The combination of technologies has provided Unilever with aflexible and powerful messaging system that forms the centerpiece of its intranet. The X.500 directory enablesUnilevers managers to concentrate on more pressing issues.The directory, based on Control Datas Mail*Hub messaging integration solution, will enable Unilever toprovide enterprisewide X.500-based, single-source addressing for users of three incompatible electronic mailsystems. Directory synchronization with local E-mail directories allows users to address mail to other usersacross the organizations E-mail network using the native format of their preferred mail system.Unilever willuse the directory to store information such as enterprisewide E-mail addresses, phone numbers, fax numbers,and information required to support multiple strategic applications. The distributed nature of X.500 will provideready access to directory information throughout Unilever operating companies across the globe.Updates of information between supported E-mail environments occurs automatically, without administratorintervention. Mapping of system- specific addressing occurs between the Unilever messaging directories andtheir X.400 addressing and naming standards. Validation of the information takes place to ensure the integrityof the corporate directory. Control Data Systems helps clients in business and government integrate the complexnetworks and applications required to compete in todays electronic marketplace. A global systems integrator,the company focuses on the architecture, implementation, and lifetime support of electronic commerce, productdata management, and client server solutions.7: SUPPLY CHAIN MANAGEMENT SYSTEMS COORDINATE PLANNING,PRODUCTIONS AND LOGISTICS WITH SUPPLIERS:7.1 SUPPLY CHAIN MANAGEMENT:Supply Chain Management SCM is the management of the interconnected businesses invovlved in the ultimateprovision of product and service packages required by end customers. Supply Chain Management spans allmovement and storage of raw materials, work in progress, inventories, and finished goods from point of originto point of consumption.7.2UNILEVER USES INFORMATION SYSTEM TO KEEP THE SHELVESSTACKED:Unilever is having information management system/software to ensure stores are well stocked with its products.The consumer goods giant, that makes brands such as Dove, LUX, surfs and many more is having activeinformation management system.
Unilever is also using Kalido’s Master Data Management and Dynamic Information Warehouse to createreference data and analyze transactions.The information is translated into relevant actionable data by the new software, so that executives can takedecisions to improve supply chain management and ensure shops do not have a shortage of Unilever’s products.Unilever also extensively uses SAP’s supply chain management and enterprise resource planning software.7.3KALIDO:Kalido is the leading provider of business driven data governance software. Kalido enables companies to shareenterprise assets by supporting the business process of management. Unilever is using Kalido MDM as a meansto corporate wide data governance.7.4SALES AND DISTRIBUTION SYSTEM:It plays a pivotal role in contribution to the business strategy and operations by providing the infrastructure andcutting edge technology critical in today’s business environment speeding up the business critical decisionmaking and gunning the quest for substantial cost savings are the key strategic. It goals for any organizationImplementation of ULTRA(sales and distribution system)as a standard selling medium and inventorymanagement software for unilever distributors automation in Pakistan is one such example it has resulted inincreased productivity of our sales force leading to more penetration in the market place while giving us adefinite competitive advantage with greater pop information7.5ULTRA (UNILEVER TRADE A UTOMATION):This software was actually developed for Pakistan .The software is basically an ―IT enabler‖ that has providedvisibility and exchange of data and business information between Unilever and its key distributors (up to point-of-purchase)for better management of their business, services delivering ,capabilities to drive the businessgrowth agenda through the availability of measureable KPIs. It is established in 2000-1 for harmonizing salesand trade activities of UPL and its distributors. The implementation was carried out at more than 100distributors of UPL across the country, during which the helpdesk support was also provided to resolve theirday-to-day operation problems.ULTRA alerts the firm at its head office that how much inventory is left behind at the ware house of distributorand shows that how much stock is available and how much is required.7.6GOLD CUSTOMERS:Gold customers use a computerized program ULTRA, all the record of inventory is kept in ULTRA , wheneverthe stock is received and delivered by the distributors , all the recode in the ULTRA is being updated and isbeing monitored by the company at the head office at the day end.
7.8SAP:SAP is the world’s leading provider of business software*. Today, more than 39,400 customers in more than120 countries run SAP® applications—from distinct solutions addressing the needs of small businesses andmidsize companies to suite offerings for global organizations. Powered by the SAP NetWeaver® platform todrive innovation and enable business change, SAP software helps enterprises of all sizes around the worldimprove customer relationships, enhance partner collaboration and create efficiencies across their supply chainsand business operations. SAP solution portfolios support the unique business processes of more than 25industries, including high tech, retail, financial services, healthcare and the public sector. With subsidiaries inmore than 50 countries, the company is listed on several exchanges,7.9 SAP IN UNILEVER: Unilever signed a Global Enterprise Agreement with SAP in December 2006 to aid its global businesstransformation project, thus enabling broad access to licensed SAP® solutions. Global Enterprise Agreementsstrengthen SAP’s position as the long-term strategic partner to its customers, enabling business agility andgrowth as they evolve their global IT landscapes to enterprise service-oriented architecture (enterprise SOA).Unilever is the first consumer packaged goods company to sign such an agreement with SAP.7.10 GDSN IN UNILEVER:GDSN (Global Data Synchronization Network) is a fast becoming a strategic imperative for manymanufacturers and retailers. Among the actual business benefits of GSDN is that it reduced data inconsistenciesand improved new item speed to market by aligning product with their trading partners.OVERVIEW OF GDSN FOR MANUFACTURERS AND RETAILERS:LOGISTICS:Manufacturers: Simplified order tracking and tracing Fewer return shipments Improved rate of perfect orders Fewer emergency orders More accurate picking Optimized short term planningRetailers: Error free shipment receiving
Fewer return shipments Fewer back orders Less excess/ safety stock Optimized location dispatch7.11 UNILEVER PRIVATE EXCHANGE: The Unilever Private Exchange enables faster and more efficient communication with customers, suppliers,electronic exchanges and marketplaces. It also facilitates connectivity for the company’s internal applications.Unilever operates in more than a hundred countries on five continents using various Electronic DataInterchange (EDI) standards and Value-added Networks (VAN’s). The company wanted to achieve closercollaboration with all sections of the Value Chain in order to increase revenue and maximise competitiveadvantage.The new IBM solution addresses two major areas, providing a common data infrastructure for Unilever’s globaloperations, and enhancing its relationships with trading partners. It enables Unilever to improve efficiency,reach new markets and enhance the traditional EDI approach. The intention is to drive efficiency andeffectiveness through an end-to-end solution which has been developed specifically to handle the unique needsof the global Consumer Packaged Goods company. The end result is increased business capability throughleading edge technology initiatives."Implementing a successful private exchange was a complex process, It involves multiple links with tradingpartners, including Web-enabled back-end systems and integrated business processes across a host of disparateapplications and technologies. By creating a specific offering in partnership with Unilever, rolling out a one-to-many Web-based trading network that gives the company a flexible and efficient gateway for B2B collaborationand a world class supply chain.""Not only was it unwieldy and expensive to run many different systems across the world, but UPL needed tofind an option which would meet their needs well into the future in a cost effective way", The Unilever PrivateExchange built on IBM technology gives the external connectivity needed with business partners while takinginto account the particular complexities of international business."7.12 RFID (Radio Frequency Identification Device):Unilever performed sophisticated analyses of RFID information. Unilever believe RFID can bring value byincreasing visibility into supply chain. For example, RFID tagged promotional displays can provide Unileverwith better insights as how well promotional displays work in retail stores .In RFID technology EPC (electronicproduct code) works. An EPC based repository will automatically facilitate two way communications because itcan send and accept feeds of RFID information. Software applications and data repositories that incorporate theEPC standard will allow to have all the RFID read information in one place.7.13 ARIBA:ARIBA is Unilever’s online buying system which enables purchase of non-production items to be made atvolume negotiated prices from suppliers.
7.14 E-INVOICING SYSTEM OF UNILEVER:e-invoicing partner of Unilever is OB10, suppliers will need to register with the network of OB10 in order tosubmit electronic invoices. Once supplier is established on the OB10 network, supplier will be enable to use0B10 to send electronic invoices to Unilever . depending upon the number of invoices suppliers sent toUnilever. Supplier can choose one of two OB10 e-invoicing methods; OB10 file submission service: if supplier/customer generate high invoice volumes, they can use OB10 file submission service OB10 web based form: supplier/customer who generate low volume invoices can choose OB10 web based formsISIS ( Integrated Supply Management Information System) IN UNILEVER:ISIS helps our local, regional and global supply managers make appropriate sourcing decisions, allowing themto collate and analyse information quickly and easily.The system enables our managers to negotiate with suppliers in a transparent and efficient way, benefiting bothparties.8: CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM HELP COMPANIES TOACHIEVE CUSTOMER INTIMACY:8.1CUSTOMER RELATIONSHIP MANAGEMNET (CRM)It is a widely implemented model for managing a company’s interactions with customers, clients, and salesprospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overallgoals are to find, attract, and win new clients, service and retain those the company already has, entice formerclients to return, and reduce the costs of marketing and client service. Customer relationship managementdescribes a company-wide business strategy including customer-interface departments as well as otherdepartments. Measuring and valuing customer relationships is critical to implementing this strategy.8.2CUSTOMER CARE AT UNILEVER:Unilever is having Rabta for customer queries and complaints.Customers can contact at 0800-13000 or write them at P.O.Box # 15522 Karachi.At big cities like Lahore, Karachi, Islamabad Unilever has managed a team for survey about their products at birretail stores. The team there interact directly interact with customers to know about their views about Unileverproducts. Also the employees of Unilever pay regular visits to market to market to get info about availability ofproducts and customer feedback.