Sushil S Mundada
Quick Revision HRMS - Recruitment, Employee appraisal, Employee Training SDMS – Channels, Sales Flow (Enquiry, Quotation...
Case Study1A Cosmetics company would like to expand its sales across the remote villages & areas. But it doesn’t have eno...
Complete approach to solve case studyRead the case study twiceFirst collect the direct stated factsNext collect the uns...
Approach – First collect thedirect stated factsThere is a Cosmetics company which would like to expand its sales across t...
Approach – Next collect theunstated factsThe company wants a good order processing system. The order needs to be taken ov...
Check the questionsSuggest suitable business processes that can be applied, so that the above concept of telemarketing is...
Solution to case Study-Step1 –CRM process For the above case, the first process that needs incorporated is related  to th...
CRM process As a part of first CRM business process call centre executives make  outbound calls to the prospect customers...
Solution to case Study-Step2 –SDMS process The second process that needs incorporated is related to the SDMS area of  man...
Order processing The order processing business process has following features:    Transforms purchase order (received ov...
Problems in order processing Customers are virtual, telephonic, not actual. Customer may back out orders as they cant ex...
Sample Order form
Managing the distributionOnce an order is created like the one above. A company representative will look forward in the d...
Solution to case Study-Step3 –MPPC processThe dispatch of the product completely depends on the availability of the produ...
Different input documentsCRM Target customers information Product catalogue Company policy documentSDMS Order proces...
Supporting reportsCRM  List of calls made with the outcomes  Performance report of each sales executive  Summarized re...
Case Study 2 In the Distillation Plant, distilled water is prepared,   which is basically used in preparation of Medicine...
Questions Suggest a suitable business process, to model the  above situation & ensure a smooth flow, within the  producti...
Approach – First collect the directstated facts There is Distillation Plant where distilled water is  prepared, which is ...
Approach – Then collect theunstated factsThere needs improvement in order processing systemThere has to be a link betwee...
Solution to Case Study2 The case relates to improvement in SDMS – Order processing,  Delivery and Invoice steps of Sales ...
Input documents and dataPurchase OrderSales OrderDelivery NoteInvoiceVendor Analysis data
StepsFirst step of process is Vendor Analysis which is done on various factors to save the firm time and money, and to do...
Purchase Order
Output reportsMRP-I with data like What items are required? How many? When ?Inventory reports with optimum inventory and...
Case Study3 The purpose of the Open Access Insurance System is to provide  automotive insurance to car owners. Initially,...
Approach – First collect the directstated facts Open Access Insurance System provides automotive insurance to car  owners...
Approach – Then collect the unstatedfactsNeed improvement in SDMSVendor analysis is to be done – need to define paramete...
Solution to Case Study3                          30
InputsEnquiry formsQuotation formatPurchase Order formatInput for guidelines to suggest policies based on the requirem...
Output ReportsVendor analysis reportList of Quotations sent and orders received                                         ...
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Revision+ppt

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Transcript of "Revision+ppt"

  1. 1. Sushil S Mundada
  2. 2. Quick Revision HRMS - Recruitment, Employee appraisal, Employee Training SDMS – 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 2
  3. 3. Case Study1A 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. 3
  4. 4. Complete approach to solve case studyRead the case study twiceFirst collect the direct stated factsNext collect the unstated factsGenerally 3 questions -> Suggest suitable business processes, specify input documents, Suggest any supporting reportsSpecify clearly all business process affectedList down input documents – draw formats wherever possibleList down output reports – draw formats wherever possibleDon’t assume against what has been stated (explicitly or implicitly)Write as much as possible 4
  5. 5. Approach – First collect thedirect stated factsThere 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 5
  6. 6. Approach – Next collect theunstated factsThe 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) 6
  7. 7. Check the questions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Suggest any supporting reports that can be obtained from your specified business process 7
  8. 8. Solution to case Study-Step1 –CRM process For 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 8
  9. 9. CRM process As 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 9
  10. 10. 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 10
  11. 11. Order processing The order processing business process has following features:  Transforms purchase order (received over phone) information to actual order  Generates customer invoices  You can enter credit to generate a credit memo and update your receivables  Track shipment information in order and invoice history inquiry  Email order acknowledgement and shipment notification  Display inventory at order entry time
  12. 12. 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
  13. 13. Sample Order form
  14. 14. Managing the distributionOnce 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
  15. 15. Solution to case Study-Step3 –MPPC processThe dispatch of the product completely depends on the availability of the product from the warehouseThe 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
  16. 16. Different input documentsCRM Target customers information Product catalogue Company policy documentSDMS Order processing formMPPC Total amount of orders for each product on periodic basis
  17. 17. Supporting reportsCRM  List of calls made with the outcomes  Performance report of each sales executive  Summarized report of performance of telemarketing companySDMS  List of orders received with details  Total quantity of different products required on periodic basis  Status of delivery and paymentMPPC  EOQ for raw material  Amount of direct and indirect material required  Input for capacity planning
  18. 18. 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.
  19. 19. 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
  20. 20. Approach – First collect the directstated 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
  21. 21. Approach – Then collect theunstated factsThere needs improvement in order processing systemThere has to be a link between PO, SO and InvoiceThe system should also help to maintain the optimum quantity of inventory
  22. 22. Solution to Case Study2 The 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
  23. 23. Input documents and dataPurchase OrderSales OrderDelivery NoteInvoiceVendor Analysis data
  24. 24. StepsFirst 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
  25. 25. Purchase Order
  26. 26. Output reportsMRP-I with data like What items are required? How many? When ?Inventory reports with optimum inventory and EOQBills payableCapacity and Manpower planning report
  27. 27. Case Study3 The 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. 27
  28. 28. Approach – First collect the directstated facts Open 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. 28
  29. 29. Approach – Then collect the unstatedfactsNeed improvement in SDMSVendor analysis is to be done – need to define parametersCustomers are expecting customised suggestions based on their requirement 29
  30. 30. Solution to Case Study3 30
  31. 31. InputsEnquiry formsQuotation formatPurchase Order formatInput for guidelines to suggest policies based on the requirement of customers 31
  32. 32. Output ReportsVendor analysis reportList of Quotations sent and orders received 32
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