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Note: Answer all questions. Kindly note that answers for 10 marks questions should be

approximately of 400 words. Each question is followed by evaluation scheme.


Q.1 a. Discuss about ERP software selection criteria.5



Ans : Key selection criteria includes:


By studying, evaluating, and documenting the evaluation these 5 key criteria, our clients make the educated decisions that are best for their company.

  1. Company
  2. Technology
  3. Function fit
  4. Support
  5. Cost of ownership




b. What is improper ERP system selection? Explain in detail .


Ans : Companies seldom use a fully objective selection methodology when choosing an ERP System. Some common mistakes include:


Incomplete requirements:


Because implementation of a new ERP system ”





2 a) Discuss the components of Customer Relationship Management.


Ans : Main four components are :


1. Marketing automation :


Marketing automation is a set of applications that help marketers manage and simplify the marketing process. Applications include campaign management; email marketing, database marketing and data marts and marketing encyclopedias.


2. Customer service :


Customer Service / Call Centers are the primary conduits between consumers and corporations. Customer Service is the primary business process for creating customer loyalty, promoting customer retention and ultimately increasing customer value while reducing cost of sales.





b) Explain the different modules of R/3


Ans :  R/3 is arranged into distinct functional modules, covering the typical functions in place in an organization. The most widely used modules are Financials and Controlling (FICO), Human Resources (HR), Materials Management (MM), Sales & Distribution (SD), and Production Planning (PP).


1. FICO :




Q.3 a. Consider two organisational environment in which one of the organisation is having no or little communication between departments and the other organisation where all the departments know what the others are doing. Now which environment is considered to be better and why?


Ans :  Better environment :


Second organisation has better environment where different departments know the other one because Communication is one of the organizational functions that helps a company to stay efficient and productive. One of the more important forms of organizational communication is inter-departmental communication, the Institute for Public Relations notes. The importance of communication between different departments in an organization becomes most evident when that communication



b. Explain integrated Management of integration.


Ans : An integrated management system is a management system that integrates all of an organization’s systems and processes in to one complete framework, enabling an organization to work as a single unit with unified objectives.

With an integrated system, your organization




Q.4 A business products distributor was manually processing over 300,000 customer orders each year. Heavy order flow prior to shipping cut-off timeframes and a highly variable daily volume created staffing challenges and inconsistent order turnaround times.

Despite an effort to process customer orders via EDI, the company continued to receive over 20,000 orders per month via fax and email requiring manual data entry. Customer Service Associates in three different centres manually entered the orders into the order management system with the added pressure of meeting a shipping deadline. As any manual single-pass data entry process there were many errors, especially during peak processing cycles.

Due to a complex product catalogue, variety of order types received from customers, and the large customer base, finding and training data entry specialists was a challenge. Fluctuating daily order volumes made maintaining appropriate staffing levels very difficult. During peak demand periods order processing lags would greatly decrease customer satisfaction levels.

To solve all these problems the company implemented an outsourced automatic data entry solution with sophisticated “free-form” data extraction for their fax and email orders. The solution was able to recognise and capture data from any customer order format with 99.5% accuracy. Order input no longer requires the participation of the company’s order entry staff, which has reduced labour costs. The solution also receives fax and email orders on behalf of the company directly from customers and converts the hardcopy order to an EDI electronic purchase order for the order management systems.

The solution includes a customised web-based portal to support exception processing and a secure web tool for archiving and storing images of all of the original order documents. The solution is completely accessible on demand from any of the company’s workstations. The solution was fully operational within 90 days and required zero capital investments in hardware, software or labour on the part of the company.


a. What are the challenges that the company faced before the installation of the Data Entry solution?


Ans :1.The Risk of Human Error:


Working in data entry requires the ability to repeat the same tasks, often under the pressure of deadlines with a high attention to detail. With so much textual information to enter, data entry workers inevitably make mistakes that can have big and sometimes disproportionate consequences.


2.  Rise of Optical Character Recognition:


As scanning and image software becomes more advanced, technology known as optical character recognition (OCR) threatens to supplant data entry work due to its improving accuracy and relative low cost. With OCR, software recognizes the characters in scanned textual documents (such as books) and converts the format into editable text.


3. Uncertain Future:


From the perspectives of employers and employees, the field of data entry contains some uncertainty. According to the Bureau of Labor Statistics, the availability of data entry jobs is expected to decline moderately from 2008 to 2018 thanks, in part, to existing employees taking on more data entry tasks and the outsourcing of data entry jobs overseas.


4. Customer dissatisfaction :


Due to a complex product catalogue, variety of order types received from customers, and the large customer base, finding and training data entry specialists was a challenge. Fluctuating daily order volumes made maintaining appropriate staffing levels very difficult. During peak demand periods order processing lags would greatly decrease customer satisfaction levels.





b. What are the benefits of the Automatic Data Entry solution?


Ans :

  1. Automated data entry solutions can help improve the workflow and productivity of any office. Since it is entirely automated it reduces the chances for human error and can help lower overall costs as well.


  1. Traditional methods would entail having employees physically go through every single invoice and filling in the required information onto other forms. Because of the amount of invoices that can accumulate in a business setting more time and more



Q. 5 Write short notes on


a. Gap Analysis:


Ans : A technique that businesses use to determine what steps need to be taken in order to move from its current state to its desired, future state. Also called need-gap analysis, needs analysis, and needs assessment.

Gap analysis



b. Reduction of lead time:


The elapsed time between placing an order and receiving it is known as the lead-time. It plays a significant role in purchasing and



c. BAAN company:


Baan was a vendor of enterprise resource planning (ERP) software that is now owned by Global Solutions. The Baan Corporation was created by Jan Baan in 1978 in Barneveld, Netherlands, to provide financial and administrative consulting services. With the development of his first software package, Jan Baan and his brother Paul Baan entered what was to



d. End users:


People who responsible for posting of day to day activities like posting of invoices, creation of master records(Customer master) and generating of Reports in companies(in which ERP is implemented) are called end users. Whether you are introducing ERP






e. ERP trends:


1.ERP segmentation :


Earlier, ERP was considered as part of IT solutions. Since ERP focuses on streamlining different processes and help administration, it has been





Q.6 Describe in detail the workflow of HRM that deploys ERP systems with a neat diagram.


Ans : Workflow of HRM that deploys ERP system :


Taking the example of employee’s payroll system the workflow of HRM is Given :






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