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  • Subject area(s): Marketing
  • Price: Free download
  • Published on: 14th September 2019
  • File format: Text
  • Number of pages: 2

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Question 1

Designed to integrate the activities of the entire business process and are called so because they “cross” departmental boundaries. Changing over to one from a functional system can be problematic. They; enable I.T. alignment to business requirements and dynamics, provide a high level of visibility to businesses, provide a communication platform for robust I.T. governance, enable integrated service level management, provide a platform for achievement of the I.T/gold standard, precludes brain-storming between service towers and enables achievement of process, productivity and efficiency improvement.

Question 2

“Metadata summarizes basic information about data; which can make finding and working with particular instances of data easier. For example, author, date created, date modified, and file size are examples of basic Metadata.”

Question 3

Windows File Explorer, SharePoint; Microsoft 365 both developed my Microsoft. While Office 365 focuses on the online aspect of file and document management using “OneDrive”, file explorer allows the user to manage files stored on the computer itself. OneDrive main use is to back up the files stored on a computer to cloud storage.

Question 4

Payroll – A process by which employees pay an employee for the work they have completed. Any business with employees should have a payroll established. A payroll system is software designed to organise all the tasks of employee payment and the filing of employee taxes. These tasks can include keeping track of hours, calculating wages, withholding taxes and deductions, printing and delivering checks (if applicable) and paying taxes to the government.

Hiring – Employees may use an Applicant Tracking System (ATS) or “talent management system” to process job applications and manage the hiring process. They provide an automated way for companies to manage the recruiting process, from: receiving applications to hiring employees. The information in the database is used for screening candidates, applicant testing, scheduling interviews, managing the hiring process, checking references and completing new-starter paperwork.

Question 5

Sales and Marketing – normally limited to finance and logistic, however. It is part of the CRM module, incorporating automated sales features that track and support the sales process. In worldwide companies both CRM and ERP are core processes. Features include; Sales force automation, Marketing automation, Real-time information and dashboards.

Human Resource (H.R.) – This module allows the H.R. department to maintain information on employees. It also allows managers to manage information on their employees as well as allowing employees to keep some of their own information up-to-date. The H.R. module is a critical business intelligence area of the ERP solution and one that every company can use to add value to the information that they track and report on for top managers of the company.

Customer Services (CRM) – ERP II – This module includes; Sales and Marketing as well as service/support personnel. A CRM system is to help ensure that the customer needs are met in a timely and efficient manner, so that customer satisfaction is maintained at high levels throughout the organisation and with every customer interaction, resulting in the company's revenue and profitability goals to be met or exceeded. By having a CRM integrated module, it is possible to maintain a “360° view” of your company's customers to support analysis which helps identify it's most important and profitable customers as well as it's less profitable and costly ones. Features include; Modular integration, Account management, Contract management, Lead and Opportunity management, Quotes and Proposal management, Team selling support, Activity and Project management, Campaign management, List and Query management, Case or Incident management, Problem management and finally Sales Lead and Support call dispatch.        

E-Commerce – As an ever-growing technology, E-Commerce is becoming the primary method of purchases goods and services. Integrating an E-commerce sales channels with an ERP system allows for better efficiency as a business. The main types of data; order, inventory, item, customer and shipping/ tracking are communicated between the independent systems. To benefit from E-commerce, one should integrate it into ERP, account and inventory software. The 3 main ERP integration solutions are; Point-to-point connectors, Multichannel management platform and a Custom integration platform. To conclude: the benefits of E-Commerce ERP integration are as follows; Reduced manual entry, Streamline inventory synchronisation, Customer tracking/ shipment notifications, Simplified managed price and product changes within the inventory, flexible numbers of multiple online and offline marketplaces and sales channels (without losing operational efficiency, Meeting tax requirements with automated tax compliance and no exposure and finally an easier handling of increased demand without using extra resources.

Question 6

Politeness, Time Management, Thoughtfulness, (clear, well thought-out process) and a resolution no matter what outcome

Question 7

Analytics – Scripting and statistical skill, tools such as adobe and google analytics, campaign management, skilled in reporting and data visualization plus good presentation skills and finally a creative mindset is also useful as a skill when starting analytics.

Testing – Be able to think logically and analytically in a problem-solving environment, demonstrate excellent oral and written communication skills, be a good “team-player”, have leadership and management skills, be imaginative and good at creative reasoning.

Design/ architecture – An understanding of information processing fundamentals and best practices, analytical, conceptual and troubleshooting abilities, written and verbal communication skills and familiarity in; computer servers, network switches, load balancers, network analysers and network channel or data service units.

Question 8

Question 9

Business modelling - A step by step plan of action for profitably operating business in a specific marketplace.

Business analysis - A research discipline of identifying business needs and determining solutions to business problems

Business process - A collection of linked tasks which find their end in the delivery of a service or product to a client. A business process has also been defined inputs and a single output. These inputs are made up of all factors which contribute (either directly or indirectly) to the added value of a service or product. These factors can be categorised into management processes, operational processes and supporting business processes.

Business Continuity – The ability of an organisation to maintain essential functions during as well as after a disaster has occurred. It establishes risk management procedures that aim to prevent interruptions to critical services and re-establish full function to the organisation as quickly as possible.

Question 10

Managing an incident means fixing the system and to restore the service as soon as possible. While managing a problem means finding the underlying root causes so that the incidents do not reoccur. An incident needs to be fixed within a stipulated timeline. Problems can be left indefinitely until an incident happens.

Question 11

Local service desk – Located close to the customer, on location or within a branch office.

Virtual service desk – while service desk staff may be dispersed among several locations (even worldwide), by using available technology and internet, we can create the illusion of a single centralized service desk.

Specialised service desk groups – Organising separate entities focused on different services would be the least recommended way to go here. Whenever possible, separate specialist groups should be just another queue or an assignment group in the centralised service desk.

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