Measurable Values

IT Business Partnership

February 10, 2020

David Conway

Relationship between ERP, CRM, and DSS

Just like any other company, Phoenix Fine Electronics must come up with ways of incorporating how they relate with their customers, how they come about their decisions, and how the enterprise functionalities affect the other two functions. To achieve this aspect, there must be a relation between the three concepts with a central focus on their Decision Support Systems.

An article by Akhit Mehta suggests that the company must come up with proper support systems that incorporate elements of the system in use. For example, the company can focus on the qualitative analysis of their business aspects to provide the managers with the ability to make broader decisions on how the system can support other aspects of the management. When it comes to matters of Enterprise resource management, the company will have to come up with integration modes of their available functionalities to create a successful partnership between the business and I.T sector. For example, the new CIO will have to integrate various departments of the company such as sales, manufacturing, human resource, and product planning within the company to give the CEO a comprehensive report on all the integration of activities.

On issues to do with the relationship between the company and its customers, the CIO will have to look into new customer preferences and compile a report which will show areas of the company that needs work. The data likely to be collected will focus on improving the company’s CRM system to provide the customers with an active service delivery response that will be beneficial to both the company and the customers. An additional connection between the three functionalities, which are enterprise resource management, customer relationship management, and decision support system, will further be based on how the company can maneuver the functions of the three and still maintain an optimum level of profit maximization.

Executive Summary

Phoenix Fine Electronics will highly be influenced by the decisions made by the CIO towards the set-up management plans and needs. From a business expansion perspective, the business will likely require the collaboration of the CFO and the CIO in incorporating the functionalities of the discussed ERP, DSS, and CRM. These functionalities are what stand to highlight what business needs the company needs to work in terms of expansion of branches and customer base. Some of the desired outcomes from the integration of the three system functionalities will vary with the seriousness and the level of implementation.

The first likely desired outcome is that the business will want to have a secure customer satisfaction scorecard to facilitate the expansion of the new branches. This aspect will likely be achieved through the joint success of the DSS and CRM. The second possible desired outcome is that the business will probably want to have a laid-out plan when it comes to the expansion of the branches. In achieving this fete, the company must have a planned-out system when it comes to the resources available. This aspect will require thorough cooperation between DSS and the ERM. The third desired outcome from the business is that the CEO will likely want the company to realize some profit or improvement in terms of the sales of the products. This aspect will require the cooperation between DSS and ERP in terms of coming up with laid out mechanisms that will ensure that the production aspect of the business is updated on the market demands.

It is only once the outcomes are met that the business will be able to gauge the success of the functionalities of the three processes in the company. The success of these processes is also dependent on the flow of the functions as coordinated by the DSS. Once the DSS comes up with proper means pf monitoring these processes, then the company will likely achieve its desired outcomes.

References

Mehta, Ankit. BI, SCM, CRM, and ERP in a Nutshell and their Relationship. Medium

3 May 2016. Retrieved from https://medium.com/@metankit/bi-scm-crm-and-erp-in-a-nutshell-and-their-relationship-32630230cde9

Kolisnyk, Mariia. Relationship Between ERP and CRM. Diceus 3 Aug 2018. Retrieved from https://diceus.com/a-relationship-between-erp-and-crm/