CRM Process Analysis

Next few weeks we are going to study in detail the CRM process group. The other process groups that are part of an ERP system are SRM, Production, Logistics, Finance and HR. Because of the time constraint, we will get to details of only CRM process group but this will give you an idea about what is involved in process analysis, re-engineering and implementation of an ERP system.

Customer Management consists of 3 main Process areas: Marketing, Sales and Service. Each Process Area is further subdivided into 6 processes as shown in the diagram on the left. For analysis, all these 18 processes are being subdivided between 18 student groups. Each group will have 3 or 4 students. Last time to evaluate Open ERP products, we had groups of 6 to 8 students. These old gropus of 6 to 8 students are now being subdivided to make smaller groups of 3 or 4 students each.

Please look up the spreadsheet http://goo.gl/MAs3g to view the assignment of student with the Business Process Analysis group.

To prepare yourself for Business Process Analysis, use the ByD Help documentation. From ByD Help Library. The Business scenario documentation includes several power-point presentations related to all Business Processes supported by ByD ERP system. Access Business Scenario Explorer presentations for "Marketing-to-Opportunity", "Order-to-Cash" and "Field service & Repairs" process chains.

ByD Help Library has extensive documentation of each business process. As shown in the screen shot on the left side, please drill down to your specific process and read through all the information. Now you are ready to your assignment.










Follow the procedure given below to complete your assignment:

1. Each one of you, read through the Help documentation and review the Business Process Explorer presentations to understand clearly your business process.
2. Get together as a group and brainstorm the activities or process steps involved from beginning to end of the Business Process. Just list out the list on a board. Then discuss the dependencies of these steps and determine the sequence of the process steps.
3. Use Visio (if possible) else use MSWord or Excel to document the process flow chart. Use process flow charting template available to select the symbols to be used in the flow chart.
4. Prepare a separate spreadsheet to list each process step and corresponding other details like Who is responsible for execution of the process step, very brief description of How, When this step is Triggered  to start, What Input data is used by the step, What output or results are generated, What Controls are built into the process step.
5. Finally convert the process flow chart prepared in step3 into a "Swim Lane Diagram" to represent both the process step sequence and responsibility.

From Wednesday, we will meet in the Lab and you will start completing the exercises from case 5. However, during each lab session also review with me your progress on completing this assignment.