Continuous improvement of service business processes management through the years

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Table of Contents ABSTRACT ................................................................................................................................ 3

INTRODUCTION ........................................................................................................................ 4

THE EXISTING SYSTEM’ PROPBLEMS ........................................................................................... 5

RESEARCH METHODOLOGY ....................................................................................................... 6

ANALYSIS APPROACH ................................................................................................................ 7

DISCUSSION AND CONCLUSION ................................................................................................. 9

REFERENCES ..................................................................................................................... 10

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ABSTRACT

Most companies and institutions and any place that includes several

human resources need a system that manages these resources and

organizes their work and affairs, known as enterprise resource planning

(ERP). These resources usually include employees or clients within the

organization. In this paper, I will study the organization's human resource

management system, which is characterized by some generality in

performing basic functions and neglecting the special requirements that

the organization needs. And I will study the reasons that led to this

problem, and I will analyze the requirements necessary to find a solution

to this problem. At the end of the paper, an analysis of a new system will

be presented that addresses the gaps in the old system.

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INTRODUCTION Overview

Enterprise resource planning is an information system or project that exists to

organize and coordinate information related to human resources within the

organization, including matters relating to salaries, vacations, employee

attendance times, and the organization of dealers with the institution such as

customers or clients (Kelle & Akbulutb, 2005). Human resource planning

systems provide improvement in the performance of the organization in terms of

improving productivity and easily accessing information in a timely manner.

These systems reduce dependency on paper and transfer the traditional systems

to more sophisticated systems. As well as automating all processes by integrating

and coordinating information across all departments (Monk & Wagner, 2013).

Benefits of ERP System

- The enterprise planning system provides the continuity of the flow of data

within the organization and the ability to manage it and prevent the

diversity of places of data preservation and its unification in one place from

more than one source (Law & Ngai, 2007).

- The enterprise planning system provides a link for all departments of the

same organization in one place and saves the data of each of them in one

place while providing them with the necessary protection (Chen, 2004).

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- The ERP system makes the institution more intelligent by providing

information at the time of its request, in addition to being easily accessible

and presented in an appropriate manner (Parr & Shanks, 2000).

- The ERP system reduces human errors because it relies completely on

specific models that take custom and pre-prepared data to be saved in one

place and benefit from it later while avoiding any human errors (Karande,

Jain, & Ghatule, 2012).

THE EXISTING SYSTEM’ PROPBLEMS

The new system is a real ERP system but does not perform the main functions

required as expected. The current system came as a developmental step for the

system that preceded it, but it also did not provide complete solutions.This paper

aims to study the current human resource management system for a real

institution and to study the reasons for the failure selection of this system, which

can be listed in the following points:

- Not knowing the old system and not analyzing it in order to purchase a new

system that addresses its problems and being content with developing a

general system only, and not taking into account the requirements of the

institution in particular.

- Unavailability of an expert or consultant specialized in studying and

analyzing systems within the institution’s information technology

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department to take his advice in creating or purchasing a new system. This

would bring together all the capabilities required of the new system.

- A new system not taken into account The levels of the department's

administrative structure, causing problems in approval processes for leave

requests, and problems in knowing which department or section the

employee works in and his direct manager.

RESEARCH METHODOLOGY During our study of the new system, we collected a set of data from the

interviews. These interviews included asking questions of the first dealers with

this application, who are the employees who work on adding, deleting, modifying

and reviewing the human resources data in the organization. The questions were

about their satisfaction with the new system and whether it added new things to

the old system. Also, some questions were raised in an interview with the Human

Resources Department, and the questions were about the basis and reference that

they used to purchase a new system. After performing an analysis of the data we

obtained from the interviews, it was found that there are two steps that were not

applied, namely not consulting any expert to analyze the old system in order to

purchase A new system that matches the old and improves its work with other

functions. The second step is to pay attention to the shape and design of a new

ERP system, and not to pay attention to its content and the functions that it must

provide that meet the needs of the institution. The neglect of the previous steps

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resulted in two main problems that led to the analysis of this system again, namely

the problem of inconsistency of the leave system with the policies of the

institution. Human resources, it does not give the vacation to two levels of

management, meaning that he omitted a third level, which is the section level.The

second problem is that if an employee applies for a leave, this request may go to

a department different from his own, which of course does not contain the

employee's name and therefore will not be allowed to leave or to have his required

vacation.

ANALYSIS APPROACH

In this study, a descriptive statistical approach will be adopted to analyze the data

obtained and the reason for choosing this approach in order to describe the

relationship between variables in a sample or population. This sample consists of

the various answers gathered from the aforementioned interviews. Descriptive

statistics allow you to identify and describe any characteristics of the collected

data, to simplify and summarize them. Also, the descriptive statistics do not allow

access to hypothetical results, but rather real results of the analysis. In order to

complete the analysis process and its results, it is clear that the new system needs

these functions as major improvements in the system as follows:

General Requirements

The enhanced application should integrate with the old system and mapping the

data needed in the new system.

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Approval of The Vacation Request

This feature enables officials to approve vacations for employees by three levels

of authorities, approval by the section manager, then the department manager and

finally by the administration.

Permissions

The system should provide for the possibility of dividing responsibilities into

three stages: public administration, departments and sections, according to the

structure of responsibilities in the institution.

System Stability

The system must provide the ability to move the user between sections of the

system easily, while the interfaces of the software system are identical with each

other and not differ and remain unified.

Import and Export Data

The system must be flexible in receiving all kinds of data and merging them into

a basic database, and this data includes information about employees, bonus

records, or any other related items. The system must also export data in the form

of excel or printable reports.

Administrator ERP System

This means the existence of an authority that has full permissions in managing

the system, and among these permissions is adding a new user, modifying user

data, assigning some permissions or preventing them.

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DISCUSSION AND CONCLUSION The aim of studying the paper was to add some improvements to an existing ERP

system. This system was an alternative system to an old previous system for my

organization. In this paper, I examined the reasons that led to the inefficiency of

the current new system. I listed a bunch of steps that were missing in making the

decision to purchase a new system. Based on that, this paper presented an analysis

of the current new system, and based on the information I got from the interview

with the administration of the institution and some other departments within it, I

concluded improvements to this system in order to serve the orientations and

behaviors of the institution. This paper was a critique of a real system and an

illustration of the steps that were taken to analyze and develop the alternative

system presented as a solution.

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REFERENCES Chen, P. (2004). Developing Knowledge Management Systems in BPM Context. springer. Karande, S., Jain, V., & Ghatule, A. (2012). ERP implementation: critical success factors for

Indian Universities and higher educational institutions. Pragyaan Journal of Information Technology.

Kelle, P., & Akbulutb, A. (2005). The role of ERP tools in supply chain information sharing, cooperation, and cost optimization. International Journal of Production Economics.

Law, C. C., & Ngai, E. W. (2007). An investigation of the relationships between organizational factors, business process improvement, and ERP success. Benchmarking: An International Journal.

Monk, E., & Wagner, B. (2013). Concepts in Enterprise Resource Planning 4th Edition. USA. Parr, A., & Shanks, G. (2000). A model of ERP project implementation. springer.