Downloads - empirica

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Downloads - empirica

e-Business in the chemical, rubber and plastics industryProbos learned that the systematic analysis of their order history turned out to be amore important function of the new ERP/CRM system than originally expected.Giving the clients access to up-to-date information on their order status hasincreased their involvement in the manufacturing process. Ultimately, this led togreater levels of client satisfaction.The ability to have instant access to up-to-date information on every step of theproduction environment brings significant advantages not just to managers, but toother stakeholders as well (notably salesmen and clients), creating synergies andlearning effects. For example, the greater client involvement in the manufacturingprocess has led to a more direct contact with salesmen, which in turn led to greaterexpertise in predicting potential future orders.The initial levels of acceptance of the new tool were unexpectedly uneven. Whilesalesmen started using the new features almost immediately, there was someresistance among employees in production, as they initially perceived it mostly as aburden of additional work (entering more data into the system than was neededbefore) to be done besides their main business. In retrospect, more effort shouldhave been devoted to explaining and discussing the benefits of the system with allemployees (and in particular with production staff) in advance.5.6.4 ReferencesResearch for this case study was conducted by Inova+, on behalf of the Sectorale-Business Watch. Sources and references used:Questionnaire and e-mail exchanges with Paulo Moutinho, Commercial Director,and with Francisco Assis, System AnalystCompany website of Probos: http://www.probos.pt171

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