Case Study 1

You have been appointed as a consultant to a Smartphone Accessories manufacturing company, called Cabelio. The company currently has 400 employees, 1 factory located in Bekasi, and 5 offices

spread across 5 big cities in Indonesia. Its customer not only domestic customers but Cabelio also receives many international orders. However, there are some problems with their business processes: Inefficient complaint processing. Handling complaints is an essential part of customer feedback, quality and compliance for any medical device Company. Even though sales volume was growing, the company was falling behind on processing and resolving complaints. Complaints were tracked manually, which made it challenging to keep up with every detail. Each complaint submitted was touched by many hands, including quality, compliance, engineering, sales, and R&D, which increased complexity and the need for a more scalable solution. The company also used an inventory management application that tracked inventory quantities and lots, and QuickBooks for accounting, including tracking costs and sales. These two systems were supposed to be linked but it was not a seamless connection. For CRM, the company used a basic Zoho system, but this setup also fell victim to information silos. For example, they reconciled revenue between Zoho and QuickBooks and that could take days. At any given time, they didnt know what their revenue was because they were looking four days back.

Questions:

1. Select ERP vendors that suitable for the Cabelio and visit the ERP Vendor Web sites to find information. Make sure you check on the size of business their product supports, industry focus, average cost of the product or any license fees per seat. Check its credibility as well by knowing how long the vendor has been in business, and other critical information. Also make selections on the ERP modules or packages (screen shot your finding to support your selection, do not forget to provide with the detail information)!

2. Identify and explain the ERP Components that Cabelio needs. Not only to overcome the problems, but also to cater the overall business process!

3. There are 3 ERP Implementation Plan: Comprehensive, Middle of the Road and Vanilla. Identify and explain the ERP Implementation Plan that suitable with the condition of Cabelio!

4. There 4 ERP Conversions: Phased, Pilot, Parallel and Big Bang. Select the suitable ERP Conversion for Cabelio and give detail explanation!

Case Study 2

Improved Customer Experience Modern ERP applications is an integrated system and it has only one database for all the modules. For example, if your supplier is your customer as well, it can maintain both pieces of information instead of maintaining duplicate records. Since, the same data is shared across various departments (such as Inventory, Purchasing, Order Management, Payables and Receivables etc.), there is no disagreement or confusion related to data amongst the departments as everyone has access to same set of information. This helps in coordinating the workflow between various departments and there is lesser chance of miscommunication. The customers will receive the same information across all the channels and there will be no discrepancy regarding the products. Backed by ERP information, your customer support is better prepared to provide accurate, faster and more impactful customer service.

Question: 5. Explain in detail why ERP can improve Customer Experience? Explain your reasons by detailing the business process from the customer buying process until the after sales handling. Your explanation will be used to convince the business owner to use ERP to improve Customer Experience!

Case Study 3

Eckert & Ziegler Isotope Products segment: Successful Go-live in times of lockdown

The Eckert & Ziegler Group is one of the world's largest manufacturers of radioactive components for Medical, Scientific and Metrological purposes. Seven years ago, BE-terna began providing ongoing support for this international group of companies. After a successful time in BE-terna's Service Center and the transition to a secure operation, the group with headquarters in Berlin, decided to replace its previous ERP system. Microsoft Dynamics 365 and BE-terna are a perfect match At the beginning of 2018, the Isotope Products segment of the Eckert & Ziegler Group situated in the USA, also chose to implement Microsoft Dynamics 365 with BE-terna. The excellent consulting and support provided in Germany helped in the decision-making process as well as the agile project methodology. Thus, BE-terna's team prevailed against their American competitors and started the project to consolidate all applications worldwide in one solution. BE-terna first introduced Microsoft Dynamics 365 in the Isotope Products segment in the areas of financial accounting and sales, followed by offices in the USA in 2019. The implementation of Microsoft Dynamics 365 was close to the standard to ensure a homogeneous system landscape in the long term and lower follow-up costs for Eckert & Ziegler. In addition, the softwaresupported business processes were further optimized to generate more productivity, flexibility, and transparency in all company procedures. On 1st April, during the Covid-19 crisis, the last go-lives took place at companies in Germany and the Czech Republic.

A project during challenging times and crisis management Despite the pandemic lockdown, the management of Eckert & Ziegler Isotope Products segment decided to stick to their planned go-live agenda allowing its team and BE-terna to prove their competences in a new setting. We didnt expect to need a crisis management team. Nevertheless, with the onset of the pandemic, BE-terna helped us to immediately realign our resources and planning, stated Joe Hathcook, Chief Operating Officer of Eckert & Ziegler Isotope Products, Inc. He went on to say that: BE-terna, was chosen as an implementation partner for its international presence, technical capability, and lean structure. We were able to continue with the programming, data migration, validation, training, and troubleshooting using different resources, altered work shifts, and virtual interactions. We decided to hold to our schedule. Our go-live was a complete success with all support being provided 100% on-line. What we gained was transformational: Any team member can access inventory, production status, delivery details, place a quote, or enter an order, at any time, from any device, anywhere in the world. Unusual times require special efforts From the first day, support took place completely remotely. In daily remote meetings and sprint sessions, the whole project team discussed the most critical issues. Despite this new and unprecedented situation for the company, focus was maintained on the key topics, and efficiency was kept high without any requirements of travelling and meeting in person. The golive in April covered all the relevant process steps within Microsoft Dynamics 365. Moreover, all necessary deliveries to customers could be made in time, which is an extremely important factor in the radiopharmaceutical business. Until this point, the history of other ERP migrations had been long for the Eckert & Ziegler Isotope Products segment and had featured many unhappy outcomes. This has now changed, as Joe Hathcook remarked: BE-terna delivered an implementation that was on-schedule and on-budget using a positive, professional approach that never wavered. Achieving this result in the middle of the COVID-19 pandemic was truly remarkable.

Questions: 6. Based on the case study above, what were the successful ERP implementation factors in Eckert & Ziegler Isotope Products, support your answer!

7. Suggest some post-implementation initiative to ensure the successfulness of ERP implementation in Eckert & Ziegler Isotope Products!