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:

1. 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:

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

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

3. Create an interesting explanation for questions number 1 and 2. , but you need to give detail explanation

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