operational management & SCI 201

Week 3 Discussion 

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Please respond to the following:

· Examine the roles of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) in business. Determine how each system can play a critical role in managing value chains.

· How does LaRosa’s Pizzeria use this technology in order to improve the supply chain and value chain operations? Determine the ways this technology has helped to deliver quality to the customer. Assess the challenges that LaRosa’s Pizzeria might face when trying to implement these types of technologies.

· Be sure to respond to at least one of your classmates' posts.

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Good afternoon Dr. G and classmates,

CRM can take on many different roles in a company.  It can serve as a toolbox for various projects.  It allows the company to store information about its clientele and use it in many different ways.  It of course is only as good as the information that is put in, so a mix of AI and a personal touch would be useful.  A company could know what the consumer bought, and its lifecycle for future sales potential. It could store items of interest that the company could use to follow up on unsold leads and run marketing campaigns. .  A company could use it to monitor the follow-up or communication with potential clients and at the same time be able to measure the productivity and success rates of a sales department. They could also analyze the lead quality, demographics, and patterns in sales success rates, and offer insight on areas of potential improvement or allow for diversity of products.  

ERP is Enterprise Resource Planning and allows companies to track accounting, compliance, and supply chains.  This would be useful to a business in order to have eyes on what their current situation is with accurate in and out flow of income and if they have money tied up somewhere that needs attention.  It would also be critical for a company to monitor the current and future supply of products and if possible to have that information from vendors as well.  With all of the shortages of various products right now (chicken for restaurants, chips for cars, wood for houses, etc), being prepared and planning will make the difference in surviving the tides. 

Any company will have challenges trying to implement technology, as well as change.  For LaRosa's with multiple locations, getting the goals clearly outlined and shared at a store level would be important.  Then they need to train employees on new technology.  They also sent people out into the market to find out what the honest feedback was (a market evaluation).  I imagine they were surprised to hear that the VOC and criticisms had little to do with the food and much to do with the service and quality of the visit. They could then take that info and use it for better training for employees and a redesign of the stores to better suit the wants and needs of their guests.  As a fan of LaRosa's, it was neat to learn some of their history and what has possibly been a big influence on their popularity in the Cincy community with the roots they built among the people.

Rebecca

Week 4 Discussion

Please respond to the following:

· Examine your own organization, or the organization of your choice. How is your organization structured (push or pull)? Justify your response.

· Be sure to respond to at least one of your classmates' posts.

Good afternoon Dr. G and classmates,

Auto dealerships use both push and pull marketing.  Manufacturers create new products and redesign current products which push customers to the stores in interest.  I suppose that because cars have wear items, that pushes consumers back for repairs and services. There are campaigns done by the manufacturers and the dealers that pull people into the stores to shop.  There is help from the CRM, and there are also ads online, mailers, email blasts, and deals that help.  For service, a dealer can pull customers back in with reminders that to stay under warranty there are required maintenance items and they also encourage customers to get the work done by certified technicians at the dealership instead of independent shops.  Dealers also pull previous customers back in with marketing campaigns like buying them out of their current car and getting them equity.  

Rebecca