Weekly summary

Nazmul Hasan Mahedi

University of Potomac

Subject: BUS560: Management and Information Systems

Professor: Dr. Darren Obazu

Saturday, January 22, 2022

 Business Process Reengineering

Introduction

Your company is making great progress. You’re meeting goals easily, but the way

you meet goals is where the problem is. Business processes play an important role in driving

goals, but they are not as efficient as you’d like them to be.

Business process re-engineering is the radical redesign of business processes to

achieve dramatic improvements in critical aspects like quality, output, cost, service, and

speed. Business process reengineering (BPR) aims at cutting down enterprise costs and

process redundancies on a very huge scale.

Five steps of business process reengineering (BPR)

1. Map the current state of your business processes

Gather data from all resources–both software tools and stakeholders. Understand how

the process is performing currently.

2. Analyze them and find any process gaps or disconnects

Identify all the errors and delays that hold up a free flow of the process. Make sure if

all details are available in the respective steps for the stakeholders to make quick decisions.

3. Look for improvement opportunities and validate them

Check if all the steps are necessary. If a step is there to solely inform the person,

remove the step, and add an automated email trigger.

4. Design a innovative future-state process map

Create a new process that solves all the problems you have identified. Don’t be afraid

to design a totally new process that is sure to work well. Designate KPIs for every step of the

process.
5. Implement future state changes and be mindful of dependencies

Inform every stakeholder of the new process. Only proceed after everyone is on board

and educated about how the new process works. Constantly monitor the KPIs.

Supply Chain Management

Introduction

Supply chain management, or SCM, is the process of overseeing how goods and

services evolve from idea creation and raw materials into a finished consumer product. It

includes the processes of moving and storing the materials used to produce goods, storing the

finished products until they sell and tracking where sold products go so that you can use that

information to drive future sales

The Future Role of SCM

So is this the end of strategic marketing and sales? Do we focus purely on strategic

supply chain management? The fact is that SCM is part of an overall strategic plan. An

important part, but not the only one. Exit supply chain management stage left. Enter stage

right: Synchronized Continuity Management (the new SCM).

Synchronized Continuity Management (SCM) is the process of integrating and

stimulating activities to achieve strategic goals. The process requires commitment from the

highest levels of management and perseverance throughout the tactical and operational levels.

The process requires cultural change as much as system and management change.

The objective of Synchronized Continuity Management is to maximize output whilst

maintaining momentum and conserving resources through optimization. This output may be

achieved in a microenvironment (within the organization) or a macro environment (between

organizations), with the macro environment being the most difficult to achieve.
 The key to SCM is to align the core activities including procurement, operations, sales

and marketing to work together to achieve the strategic goals of the organization.

Customer Relationship Management

Definition

CRM stands for “Customer Relationship Management” and refers to all

strategies, techniques, tools, and technologies used by enterprises for developing,
retaining and acquiring customers.
This software ensures that every step of the interaction with consumers goes
smoothly and efficiently in order to increase the overall profits. The software gathers
customer data from multiple channels. Hence, CRM stores detailed information on
overall purchase history, personal info, and even purchasing behavior patterns.
CRM help organization to understand their customer

CRM helps businesses build a relationship with their customers that, in turn, creates

loyalty and customer retention. Since customer loyalty and revenue are both qualities that

affect a company's revenue, CRM is a management strategy that results in increased profits

for a business. At its core, a CRM tool creates a simple user interface for a collection of data

that helps businesses recognize and communicate with customers in a scalable way.

Leslie Ye, editor at Hubspot’s Sales Blog, describes a CRM in the following way:

“Beyond contact info, CRMs log reps’ touchpoints with their prospects, including emails,

phone calls, voicemails, and in-person meetings. Some CRMs offer the ability to track deal

stages and reasons for closed-lost and closed-won deals.”

According to Gartner, CRM software totaled $26.3 billion in 2015 and predicts that

that figure will continue to rise through 2018.

At its core, customer relationship management is simple. However, it can be

implemented in a huge array of methods: websites, social media, telephone calls, chat, mail,

email and various marketing materials can all be integrated into a CRM solution. Due to

CRM's diversity, it doesn't only benefit larger businesses -- using and maintaining a CRM

tool is the basis for a scalable sales and marketing system. Any company will benefit from

maintaining a record of which conversations, purchases and marketing material can be

associated with leads and customers.

At UE.co, we advise companies to make CRM a part of their strategy before the

number of clients makes a CRM platform absolutely necessary. Small businesses and even

freelancers can benefit from CRM processes as well. After all, who doesn't want to increase

their customer retention and, as a result, their profits? Some of the major ways in which CRM

accomplishes this goal are listed below.

 • Learning. CRM helps businesses learn about their customers, including who they

are and why they purchase your products, as well as trends in customers' purchasing histories.

This allows businesses to better anticipate their customers' needs and, as a result, fulfill them.

Effectively using customer relationship management can also provide a strategic advantage.

Well organized customer data helps companies select the correct recipients for promotions

and new products.

• Organization. CRM allows businesses to become more efficient by organizing and

automating certain aspects of the business. From sales processes to marketing campaigns and

business analytics as well as customer data, CRM automates and streamlines these processes

for businesses. This allows the businesses to organize these processes into simpler, easier to

understand data.

• Optimization. Finally, CRM software allows businesses to optimize their customer

interactions. By simplifying and streamlining many of the more complex customer interaction

processes, CRM increases customer satisfaction.

Conclusion

In this week I Can understand the benefits of BRP, SCM, CRM & ERP
Reference

Text Book , Business driven Technology 7th Edition

https://kissflow.com/workflow/bpm/business-process-reengineering-bpr/

https://www.forbes.com/sites/forbesagencycouncil/2017/10/24/why-is-customer-relationship-

management-so-important/?sh=7172adde7dac

Business driven Technology, 3rd Edition, Paige Baltzan