SAP, CRM and ERP Technologies - Assignment Example

of the of the 29 October SAP, CRM and ERP Answer The SAP Web Application Server (Web AS) requires a common infrastructure that is provided by the SAP Net Weaver. Likewise, the system architecture is divided into three layers that can provide various services for a business application system, as mentioned below: The Presentation Layer allows the customer to interact with the related application and is called as Graphical User Interface (GUI). Moreover, in combined infrastructure GUI is used to execute applications by utilizing other layers. The Application Layer enables an application to execute. The Database Layer manages the data that has to be processed. Answer 2 In advance, ‘mySAP’ business suite provides a high degree of integration and flexibility in terms of different hardware and software platforms. Likewise, SAP architecture is compatible with wide variety of operating systems and hardware platforms, as the goal is to make SAP, a platform independent application. Moreover, SAP GUI is coded in Java leading to conclusive characteristic of its compatibility on almost any platform. Answer 3 In a large and complex computing environment, there is a requirement of creating instances on different servers to manage load distribution along with a configuration of buffer areas. Buffer areas will manage different objects associated with dictionary objects, table contents and screen structures. However, buffers are limited and can be replaced by special high availability software. These HA are achievable by third party vendors for managing high volumes of data similar to the data managed by a buffer area. Some of the vendors providing HA services are i2 Technologies, Inc., Factory Logic, Inc., Pelion Systems, Inc (Ehap H. Sabri, Gupta and Michael A. Beitler 219). Answer 4 The first SAP GUI is for Windows, as it is similar to windows environment plus supports integration with other windows based applications. The second SAP GUI is for HTML, as it facilitates online transactions via web browsers. Although, SAP Internet Transaction Server (ITS) is required that controls the transactions flow. The third SAP GUI is for JAVA, as mentioned earlier, primary purpose for this GUI is platform independence. Likewise, C++ is also incorporated with JAVA and Active X controlled are coded on JAVA beans. Answer 5 Remote Function Call (RFC) is similar to Windows Remote Procedure Call (RPC) and it grants permission of functions to be executed in other programs. However, there are different types of RFC to fulfill specific application requirements aligning with business processes. Moreover, RPC is also integrated in business process scenarios from the model called as Application Link Enabling (ALE) along with SAP business objects (BAPIs). Furthermore, SAP also utilizes synchronous RFC (sRFC) in external systems, as they support real time calling and the client has to wait for the completion of processing in the server. Answer 6 SAP Web AS is embedded with many features that support scalability of business flows. Likewise, these features address some of the factors including time zones, security, globalized standards and many more. Moreover, factors associated with each country are also considered. Unicode facilitate SAP for supporting more than one language simultaneously. Answer 7 The five most important aspects for SAP are: SAP by Secure Network Communication (SNC) provides user authentication by utilizing third party security product i.e. Public Key infrastructure (PKI). To ensure network security, ‘SAProuter’ and SNC are services are vital. Moreover, SAP uses Secure Store and Forward (SSF) Mechanisms to ensure non repudiation. Likewise, digital signatures and digital envelopes are utilized for this feature. Answer 8 The recording and transportation of objects modification and settings is managed by the Change and Transport System (CTS). Likewise, changes initiated by the change management are migrated from one system to another via import and export functions. The Transport Management System (TMS) is utilized for importing changes in the targeted system. Answer 9 SAP IMG is abbreviated as SAP Implementation Guide and for every business it provides a comprehensive detail of all the steps associated with SAP implementation (Anderson). Moreover, it also communicates SAP standards i.e. default settings and also demonstrates system configuration (Anderson). Answer 10 Five Keywords associated with SAP NetWeaver incorporates People Integration, Information Integration, Process Integration, Application Platform and Solution Life Cycle Management. Answer 11 (Zimmermann 329) SAP XI is a dominant engine for application to application process integration, as it provides a flexible modeling toolkit that can replace customized codes along with code generations and configurations. As a result, maintenance cost and the time on development is saved. Moreover, via application and business process integration simultaneously, and most importantly with the same tool, technology is aligned with business requirements and commands the system how to say, what to say, when to talk in step of a business process. Answer 12 Key attributes of ‘SAP NetWeaver’ are: Multi Component Architecture MySAP Components are platform independent Platform Topology Specification The ability to execute several clients on a single system Migration tools for supporting platform modifications Answer 13 SAP BW is considered as a technical base of mySap Business Intelligence that can be used for integrating and analyzing critical business information. Answer 14 Five functions of mySAP CRM Interaction Center incorporates: Inbound Telesales used for customers placing an order Outbound Telesales is used for supporting sales campaigns Information Help Desk that is used for solving and following customer complaints and request Service used for processing complaints and user request Complaint handling for processing complaints Answer 15 Five Phases of SAP’s Lifecycle Management are: 1. Design 2. Installation 3. Implementation 4. Operation 5. Change Management Answer 16 Design of specific system types that must meet business requirements along with fulfillment of processes in any scenario. Hardware and network requirements are also addresses including processor performance, memory requirements and network bandwidth and much more. Moreover, total number of users for each application must also be considered along with the data generated in this process. Answer 17 After the design phase, the installation process will address both new installations along with system upgrades. Moreover, business continuity must be assured during this process along with minimum user interaction. However, for making the process easy, servers and applications can be upgraded separately. After the completion of the installation process, there is no assurance of application functional requirements. Likewise, for meeting functional requirements, individual steps and functions must be performed. The process flows are mapped as per the business processes and heterogeneous landscapes for a step by step approach. Answer 18 A Service Level Agreement (SLA) is describes as a service required by other departments from an IT department. Likewise, turnaround time for specific services for specific departments is established along with escalation criteria to different application owners, in case of a service delivery failure as per SLA, is also incorporated. Answer 19 Predefined processes for minimizing risks in change management are: Approval Process for Planned Changes Risk Appraisal and Emergency Strategy Informative Test Cases Documenting Changes Answer 20 SAP notes provide general information and recommendations from the SAP team. Likewise, a guide and solutions are provided for issues and errors in SAP software. Moreover, code corrections are also demonstrated against specific programmer errors ("What are Sap Notes? "). Part 2 Answer 1 The tradition for SAP is to facilitate customer to streamline their back office operations by synchronizing business process with an Enterprise Resource Planning solution. However, the standard business process approach SAP R/3 must be empowered with business process re-engineering for accomplishing business requirements and will only address specific market requirements. In order to address the overall market requirements, SAP began offering industry specific software solutions, which includes Supply Chain Management Solutions, Customer Relationship Management Solutions and Business Intelligence Solutions. Answer 2 As the Internet leverages, the online business world started relying on communication mediums for doing business globally. Previously, EDI was used for communicating business partners, as it was revolutionized by electronic community. SAP realized these requirements and introduced a mySAP.com application with four main SAP Internet Strategy Elements: mySAP.com Marketplace mySAP.com Workplace mySAP.com Business Intelligence mySAP.com’ Application Hosting Answer 3 The new mySAP.com application has its advantages along with some challenges, as organizations acquiring this application must increase server storage along with a robust network and hardware infrastructure requirements, as complex applications business functions leads to complex infrastructures. Answer 4 The main business components for mySAP.com are : The ERP Backbone: SAP Financials, Logistics, Human resource management and Industry solutions. Business Intelligence: Business information warehouse, knowledge warehouse management, strategic enterprise management and corporate finance management Supply Chain Management: SAP advanced planner and optimizer, logistics execution system, business to business procurement and environment health and safety. Customer Relationship Management: Internet Sales Scenarios, Mobile and field sales & service, Customer interaction center and employee self-service. Answer 5 SAP applications support Single Sign On (SSO) for all the different applications residing in each component. Users will only provide one time user credentials for authorization and authentication and they do not need to enter the credentials for each application component again. Answer 7 The online transaction processing (OLTP) stores all data in a normalized form to ensure consistency. Likewise, associated data is calculated whenever there is a demand. However, there is one disadvantage for processing large data sets, as the OLTP system process all data that portrays a heavy load on the database incorporated with the OLTP system. Answer 8 For SAP reporting, generation of reports may cause some performance issues, as in the SAP R/3 OLTP systems, averages of 50 to 60 % resources are utilized. Answer 9 GIS stands for Geographical Information System that is a “powerful tool for collecting, retrieving and displaying spatial data from the real world” (Alan L. and Melnick 300). GIS integrates with the SAP BW data analyses with geographical visualization for classifying relationships among 3-D information. Answer 10 The SAP knowledge warehouse management component incorporates a centralized repository that is used for online documentation, training campaigns and project documentations. Likewise, SAP incorporates contents of training campaigns and courses. Moreover, it is built upon SAP R/3 system, content servers and linked cache servers. The content server maintains actual files such as text, sound, video, slide shows, portable files etc. moreover, the cache server saves primary user request and saves the requested data. As a result, a fast access is provisioned when any other user request the same data that was previously requested and stored in the cache server. Answer 11 Strategic Enterprise Management (SEM) facilitates analytical outputs in terms of solutions called as management cockpit, balanced scorecards and key performance indicators (KPIs). Moreover, SEM also provides business planning and simulation tools, stakeholder relationship management, business information collection and consolidating businesses to address legal requirements. The component of SEM includes SAP R/3 kernel incorporated with SAP BW and application data. Moreover, database is already embedded in the SEM that is accessed by BW for alternate storage. Answer 12 Corporate Finance Management (CFM) enables modern finance management by defining a virtual in house bank that facilitates organizations to enhance inter-group financial transactions. Moreover, different analyzers are also available for portfolio performance, market and credit risks and tools that will perform financial transactions along with liquidity planning. Answer 13 Advanced Planner and Optimizer (APO) integrates complex planning algorithms, data structures associated with object oriented programming and optimized databases to resolve complex tasks related with planning. By utilizing dynamic pegging and optimization methods, APO production planning and shop floor scheduling facilitates the construction of production plans that are feasible across many plants. Moreover, there are consideration associated with warehouse and transportation that established optimal truck loads along with allocation of inventory, vendor management and much more. Answer 14 Global availability to promise (ATP) provisions a rule based checking and a multi-level that reflects allocations, production, volume for transportation along with the cost in the international environment. However, for supporting ATP functionality utilizing a database, the primary hard drive is not adequate, as it will not be able to analyze massive amount of data. Answer 15 The SAB Business to Business Procurement (BBP) has a primary purpose of saving costs associated with procurement of high volume and low dollar financial transactions of MRO i.e. parts of equipment and supplies along with a temporary assistance. Likewise, BBP facilitates end users to control the overall procurement process starting from establishing a requirement till the approval of the invoice via a web interface. Although, control on expenditure is assured by a feature called flexible routing and tracking. Answer 16 The SAP environment, health and safety (EH&S) adhere to national and international legislations by facilitating all processes that are required for distributing and manufacturing dangerous goods. As the transportation and shipping function incorporates cross border processes, countries, as well as continents and regulations have been embedded addressing international level. For example, as per the German Hazardous substance ordinance, EH&S aligns and supports the automatic setup of a hazardous substance log. Answer 17 SAP kernel is a collection of executable files and tools that activates the SAP system business logic and processes. Likewise, the SAP instance comprises of a sum of SAP kernel processes that are started or stopped. Moreover, every SAP system is capable of implementing many instances; usually one instance is executed on a single server system. However, there are scenarios, where more than one instances are implemented on a single server machine. Answer 18 Every SAP deployment process or project encompasses deployment phases. Likewise, there are various system types that are utilized to deploy the project. However, there is a requirement of dedicated software deployment layers, if there are no physically distinct layers. Training, Evaluation and Sandbox Systems are utilized for training user along with gaining experience in mySAP.com Development System is utilized for customization of mySAP.com systems along with system development of new functionality and new components Test and Quality Assurance System facilitates prolonged testing of upgrades before implementing the new system in the production system. Production System possess love data that is ready to be used by the production function Part 3 Answer 19 Small medium enterprises can accomplish massive gains by implementing Enterprise Resource Planning systems. Likewise, they can also be facilitated by increase in revenue, increase in productivity, improvement in efficiency throughout the organization and most importantly to manage cost. ERP incorporates variety of contrasted software components such as financials, supply chain management, customer relationship management, and automation of time consuming processes and standardizing procedures. As the ERP will portray a unified view to organization information, business executives can make informed and efficient decisions for business objectives and strategies. Answer 20 “In the past few decades, previously “modern” things such as microchips, personal computers – even the internet itself – have become essentially commoditized.  Combinations of commoditized products such as computers and business software have in effect commoditized many processes, such as business accounting and supply chain management.  In a truly capitalist society, the ability to commoditize anything is seen as a benefit to all, and opens up resources that can be put to better use on innovative enterprises” (Alan L. and Melnick 300) Answer 21 Aberdeen group report illustrated that apart from only 6% companies, almost 94% mid-sized companies have already acquired or maintaining an ERP solution. However, one more report concluded that 650 mid-sized companies are keen to find a cost effective solution. Moreover, the report also demonstrated that the mid-market is mature and a space is creating for a replacement, as the systems are not 100% complying the new regulatory requirements and compliance. 42% mid-sized companies are maintaining two or more packages of an ERP and 16% companies are maintaining 3 or more ERP packages. Answer 22 Vendors are targeting specific industries and developing vertical solutions. Targeted industries include beverages, engineering, fashion and food. However, the vertical solutions are customized to fulfill specific requirements of these industries with no customization cost afterwards. Moreover, these vertical solutions also limits the requirements of IT resources along with a user friendly GUI. Answer 23 As per AMR research ‘2007 ERP Providers Serving the Midmarket’, the ERP market will continue to pace up at a growth rate of 18%, mainly via add-on functionality, vendors will increase their sales with a primary objective of developing product portfolios along with a single source of business applications for current and prospect customers. Answer 24 Major players with most customers in the mid-market are: Exact Software with more than 180,000 customers Microsoft with more than 105,000 customers Infor with more than 70,000 customers Sage Software with more than 55,000 customers Answer 25 An ERP system enables a mid-size organization to achieve a foundation highlighting all the fundamental requirements for operating a business. Moreover, there are massive cost savings and service improvements across each and every function of the business. Previously conducted manual procedures, are now automated and production scheduling is carried out efficiently along with a well-managed inventory. Furthermore, performance of each function is monitored and measured to address any shortcomings with a holistic approach. Answer 26 CRM is considered a core component of an ERP, as it demonstrates customer service improvement by providing tools to gain customer loyalty. Moreover, CRM also provides marketing campaigns for targeting customers to spread product awareness. Financial Management is also a core component of any ERP solution, as it is the most frequently used component. Likewise, FM incorporates general ledger, accounts receivable, accounts payable, billing and fixed asset management. As the mid-sized companies tends their way to enter in the international market, the package supports for multiple currencies along with regulation requirements for U.S and other countries. Supply chain management is on top of the list apart from other ERP packages, as it enhances the flow of materials via a supply chain. It is possible by managing, planning, scheduling, procuring and fulfillment functions that are utilized for optimum service levels that leverage maximized profitability. Answer 27 Comparatively, Business Intelligence (BI) is a new package, as it provides new opportunities for organizations to get optimal performance. A BI tool facilitates to share and analyze data extracted from a unified repository. Likewise, the data is utilized to make informed decisions by executives, line managers, human resource professionals and accountants as well. Therefore, everyone in the organization is empowered to make informed decisions, resulting in better alignment of the organization processes with strategic plans. Answer 28 Key Performance Indicators (KPIs) are values in terms of numbers that defines the current efficiency level of a process or a key goal indicator (KGI). Answer 29 One of the core components of a CRM is service management, as it facilitates customer service agents with customized scripts for discussion with customers along with giving them authorization for product returns along with a searching facility in a knowledge base associated with support information. Marketing has been discussed earlier. Therefore, the overall purpose of CRM is to achieve customer loyalty to gain a competitive advantage by responding to customer via better service management, target them with efficient marketing management and building a database of customers to know them better. Answer 30 Sales Force Automation (SFA) Answer 31 The financial modules incorporate tools for establishing and following to budget, expense management, cash flow management, risk management and tax management. Answer 32 The HCM module incorporate tools that are utilized by human resource management staff, performance management staff, payroll, time and labor tracking. However, there are some vendors providing functions for benefits administration, compensation management, salary taxes, recruitment and plans for future resources or lateral hires. Answer 33 The manufacturing module is a place where product differentiation is carried out. Likewise, the primary purpose is to make manufacturing operations smooth, robust and efficient. However, some vendors provide a functionality of configurable product capabilities, performing job costing and also provide an option for a bill of material (BOM) tool. Moreover, the application also enables Product Data Management (PDM), Capacity Requirement Planning (CRP), forecasting, Master Production Scheduling (MPS), Shop Floor Control and Work Order Management. Answer 34 Supply chain management main function is to augment the flow of materials via an organizations supply chain. Likewise, the process is enhanced by incorporating managing planning, scheduling, procurement and completion for optimal service levels with maximized profit. Answer 35 Lean manufacturing limits the usage of everything associated with it. Likewise, mid-sized organizations operate in a small budget with limited resources. Lean manufacturing will make cost savings by utilizing available resources to the optimal level and therefore, saves cost. By eliminating or minimizing, over production, excess inventory, wasted motion, unnecessary consumption of processes and idle time are some of the factors that are addressed. Answer 36 SOA is also called as web services. Infor defines it as “an architectural approach to building and deploying software that is interoperable by design”. SOA facilitates software capabilities to be easily integrated or re utilized that enables it robust and cost effective to assemble, implement and sustain enterprise-grade technology. Moreover, having an SOA, organizations can easily and quickly integrate changing business processes with the current processes. Answer 37 On demand delivery ensures the customer that the requested delivery will be on time and as per schedule. A company providing this service effectively, gains a competitive edge among competitors, as they do not have to worry about the delivery and they can focus more on their core business. Answer 38 Total Cost of Ownership (TCO) is considered as a primary factor that affects Enterprise Resource Planning (ERP) strategies and decisions ("The Total Cost of ERP Ownership in Mid-Size Companies "). Moreover, the total may incorporate a wide variety of factors, a research published by Aberdeen research shows cost of application, services and maintenance, measurement and consideration while evaluation of software and Return on Investment (ROI) on ERP deployments. Furthermore, cost varies according to the increase in size of the organization. Answer 1 (CRM) Implementing customer relationship management (CRM) is a task that is filled with insecurity and change. The successful implementation of CRM depends upon some basic principles and tactics. By implementing CRM, costumer’s satisfaction has been celebrated by the majority of organizations. Some of the changes that occur by implementing a new application are change in work routine, change in knowledge about new application, how people work together, who manages information and accountabilities and data authorization. To make sure successful implementation of CRM application and acceptance by the users ‘The Change Management’ strategy must be followed. Answer 2 Saboteurs are managed by the senior executive, who is considered to be an executive sponsor. Moreover, saboteurs are the people who are invested in the status quo. Answer 3 The Model office methodology incorporates key personnel that are involved in the transition at early stages that allows them to take early feedback during the development of the new system. Likewise, it also addresses a handsome factor known as management buy-in from all the stakeholders by demonstrating benefits and alignment of the new system with business requirements. Moreover, model office also facilitates anticipated issues that can be addressed before exploitation ("The Model Office "). Answer 4 The primary objective of User training is to provide a right way of doing things in software. Likewise, training is an evolving process and it needs to be addressed on continual basis depending on infrastructure or architectural changes in an organization. A good example of deriving a benefit from trainings includes a devoted training of software that needs to be implemented in a live environment. Training prior to the development of new software will derive value; minimize total cost of ownership, save costs and time. Answer 5 Project definition portrays a scope of the project and the plan includes the implementation tasks that needs to be performed by whom and when. Answer 6 Remote users can dial and login to remote access servers for accessing the application directly. Secondly, Virtual Private Network can be utilized for accessing the CRM application from a remote location, as VPN utilize Public Switched Telephone Networks (PSTN). Lastly, CRM is also accessible by Internet. Answer 7 Important rules for training incorporates training to the processes that includes ‘Use Cases’, as they will produce a reference in terms of documentation. Moreover, Use cases illustrates how the systems will be used, as in initial stages of deployment, business processes are defined. These business processes establishes training objectives. Answer 8 There are many ways via remote users can access the CRM application. The first method is by dialing to remote access server that allows them to establish connectivity directly to the CRM application. Secondly, Virtual private connection can be used that will require user credentials, dialer and Public Switched Telephone Network (PSTN) to establish connectivity. Thirdly, Internet can also be used for establishing connectivity. However, configuration and security reviews are required for allowing a secure access. Answer 9 The reason for disconnecting legacy system before CRM implementation because humans are resist change and there is a possibility that they will not be feasible with the new system and continue to use the old one until forced to do so. Part 4 Answer 1 (Provide the required file) Answer 2 Recruit Workers Hire Quality Employees Train New Employees Retain Workers Answer 3 (Provide the required file) Answer 4 (Provide the required file) Answer 5 (Provide the required file) Four characteristics of achieving workforce excellence are Comply Automate Measure Align Work Cited Anderson, George LaVerne. Sams Teach Yourself SAP in 24 Hours (4th Edition) (Sams Teach Yourself -- Hours) . SamsPrint. Alan L., MD Melnick, and Alan L. Melnick. Introduction to Geographic Information Systems in Public Health . Gaithersburg, Md.: Aspen Publishers, 2002. Print. Alan L., MD Melnick, and Alan L. Melnick. Introduction to Geographic Information Systems in Public Health . Gaithersburg, Md.: Aspen Publishers, 2002. Print. Ehap H. Sabri, Arun Gupta, and Michael A. Beitler. Purchase Order Management Best Practices: Process, Technology, and Change Management . Ft. Lauderdale, FL: J. Ross Pub.c, 2007. Print. "The Total Cost of ERP Ownership in Mid-Size Companies "Web. 4/11/2012 . "The Model Office "Web. 4/11/2012 . "What are Sap Notes? "Web. 4/11/2012 . Zimmermann, Roland. Agent-Based Supply Network Event Management . Boston, MA: Birkhauser, 2006. Print. Read More