Information Systems Study for Bandon Group Inc. Essay Sample free essay sample

1. IntroductionsBandon Group is a household owned distributer of office equipment. It is celebrated for its good client service. proficient support. and advanced merchandises. and first-class in supplying merchandises with quality and services at cost-efficient monetary value. The Group now has four divisions. and they decentralize to run into the different demands of their local markets. Corporate central office handles the cardinal disposals and information systems support. The primary aim of Bandon Group is to bring forth 10 % net income for the reinvestment. They hope to set up first-class gross revenues organisation and professional service organisation. To accomplish these ends. Bandon Group has taken many steps. As to the information systems. they have administrative information systems. most of which are generic. and in which the metre chink charge package unique for industries. However. the bequest system can non fulfill its growing and enlargement now. Their manager of info rmation engineering has searched for commercial off-the shelf bundle to back up the administrative information system. We will write a custom essay sample on Information Systems Study for Bandon Group Inc. Essay Sample or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page and selected OMD. The OMD system supports meter-based charge. and has Web-based interface. However. it is non built with relational database. which makes the ad hoc hard. Gross saless tools of Bandon Group such as gross revenues prospecting still have many jobs to be solved. The current information systems still lack integrating and create duplicate. Date incompatibilities can besides be seen in the current systems. Furthermore. there are problems with migrating informations. and the cardinal IT staff of Bandon Group is excessively little to work out these jobs. Therefore. Bandon Group is seeking for an ERP solution to finish its information systems. And such a solution will certainly greatly better its information quality and direction ability. ERP – Enterprise Resource Planning Enterprise Resource Planning system. is built on the footing of information engineering. systematic direction thought. for concern decision-makers and staff to run the agencies to supply determination direction platform. Information engineering and the uninterrupted development of direction thought. combined with the merchandise. 2. Overview Of What I Do a. Harmonizing to the internal and external environment and resources. analyzed the feasibleness of the constitution of the ERP system and the scientific development of the strategic aims of the ERP undertaking. B. Determined the concern demands of the ERP. including functional. clip and efficiency demands. c. Analyzed the execution of endeavor direction position and the spread between the ERP systems. develop concern procedure reengineering and direction betterment plan. In the execution procedure. I will go on to work on the diagnosing. place spreads and do concern procedure reengineering plans. criterions and informations direction concern readiness plans specifically by the company to execute. d. Consulting and preparation. The execution of ERP undertaking non merely needs to better cognition and accomplishments. but besides requires proper attitude and behavior alteration. The â€Å"attitude† . â€Å"knowledge† . â€Å"capacity† . â€Å"action† must b e implemented by developing. 3. Reasons For Prosecuting An ERP Solution Bandon Group should prosecute an ERP solution to keep its fight by utilizing the ERP systems to standardise and better procedures. As the competitions in market are acquiring fierce. the external factors determine that Bandon Group must be engaged in e-Business. At the same clip. internal factors of Bandon Group besides contribute to the development of its direction. The bing applications of Bandon Group lack integrating. And the advanced thoughts of ERP integrate the demands of clients outside the endeavors and the concern processes inside the endeavors with the resources from the providers. which reflect the intent of customer-centric and incorporate direction. If Bandon Group can prosecute the ERP solution successfully. it will accomplish fast growing of the Group’s concern and services. and have a important betterment in its information quality. With the development of the Group’s concerns. the bing direction information system has become the company’s constr iction. ERP is certainly the important undertaking for heightening the company’s needs for deriving more competency. And ERP determines the development of the overall scheme of the Group. As a good information systems can non merely increase the efficiency of bing procedures. such as order processing. stock list control. histories having. and so on. but besides automate the manual procedures. the information systems can greatly heighten the concern processes. The objects that Bandon Group hopes to carry through incorporate proficient expertness. effectual client service. merchandise cognition. better defined targeted markets. These aspects can all be accomplished with less cost by following ERC solutions. For illustration. a gross revenues prospecting tool can be really helpful for the creative activity of sale leads. The president of Bandon Group has besides put the apprehension of the client and value-added selling attack client centric as portion of the high-ranking concern way statements. Both of them can be good achieved with the aid every bit ERC as ERF can supply better interaction and more frequent communications between clients and the Group. ERP systems provide enterprises with a incorporate concern direction information platform. and uniformly manage all the resources and information on the internal and external supply concatenation. This sort of integrating can extinguish the separation of sections within the endeavor because of the spread caused by a assortment of information and information silos. Besides. if the ERP system package. client relationship direction ( CRM ) . and supply concatenation direction SCM package integrate together. they will represent a complete e-commerce concern solution. 4. Reasons For Pursing A CRM solution CRM should besides be integrated. so that ERP system can assist the Group to recognize the automatical interact of information between the Group and the clients. which will significantly better the efficiency of the full service concatenation and the client relationship direction. Meanwhile. it can besides represent the comprehensive nexus with the third-part B2B web sites. recognizing the on-line e-commerce. Then the intermediate costs will be mostly decreased. and the Group will hold an improved fight in the market. Bandon Group pays great attending to their reactivity to clients. However. the traditional manner to pass on with clients and supply services to them is less efficient than the ERC solutions. As the rivals are covering with better ERC system. Bandon Group faces challenges to keep its topographic point in its good client services. CRM application should go more centralised and under the control of the nucleus section to diminish the disbursal and do it easy for centralis ed IT to back up this environment. The CRM faculty besides satisfies the 2nd listed end of the company and demands to be implemented every bit shortly as possible to construct upon the already bing relationships with the clients. ERP and CRM can incorporate from the package map and information construction facets. which are explained as follows: a. Customer direction: CRM system and ERP system both require the customers’ basic information. ERP system besides should be able to question the history of communicating with concern clients. while the CRM service faculty can question non merely the history of contacts with concern clients. but besides the customer’s service history ; B. Product direction: CRM system and ERP system both use the basic merchandise information. BOM tabular array. merchandise constellation and customized quotation marks. etc ; c. Workflow direction: Although CRM system and ERP system both have work flow direction. but there are differences in the involved countries: CRM chiefly referred to the market. clients. and its work flow is around the client ; but ERP is more involved in the production. industry and supply. so that companies can command them ; 4. Staff Management: CRM system and ERP system must be involved in the basic conditions of employees and organisation of work. but clearly the range of the direction of CRM system is much smaller. The other manner unit of ammunition. the ERP sy stem makes a comparatively comprehensive human resources direction ; 5. Marketing Management: ERP selling is merely to supply some cardinal market information and selling stuffs. comparatively simple. while the CRM provides really comprehensive selling and direction maps. with peculiar accent on one to one selling thoughts ; 6. Gross saless Management: CRM system stresses the procedures in the gross revenues direction and pays attending to the chance direction. one to one direction. contact direction. etc. But ERP system puts greater accent on consequences. and pays attending to selling programs and gross revenues public presentation. etc. ; 7. Customer Service and Support: ERP system offers a simple record of client ailments and resolves the state of affairs. and non comprehensively manages the client services and supports. But CRM achieves this overall direction. with peculiar accent on client attention ; 8. Order direction: ERP and CRM both have order direction. They can said to overlap. but this convergence is built on top of the ERP. because the production program order is an input variable ; 9. Information exchange: the exchange of information is merely like a general statement. Many users of CRM and ERP systems need to question each other’s systems. Based on the above analysis for the ERP a nd CRM systems on functional faculties. and on the rules of consolidation of strong maps. incorporate ERP and CRM. 5. Analysis Of The Current Situation It’s a strength that Bandon Group has taken attempts to put up a direction system and have the long-run development scheme. Then the leaders of the Group have to have the will to make progressive reform. And we can see that the direction of the Bandon Group has done this well. However. they still have to have a clearer end and seek to be more united. Bandon Group’s strengths in expertness can be played out better by utilizing ERC solutions as it can do the technicians portion the expertness and communicate with each other more handily. As Bandon wins in its competitory environment by cost-efficient monetary values in regional markets. it can heighten this strength by diminishing the costs. Their bing administrative information systems are excessively old to accommodate to the new environment and has small invention and competency. In the current. an endeavor should hold a better ERC solution to derive its competency in the ferocious environment. so it is non plenty to m erely choose the OMD system. Furthermore. OMD was non built with a relational database which resulted in the hard ad-hoc question and coverage. It lacked flexibleness. and excessively complex for the directors to reassign informations infusions to the microcomputer-based database files from it. As to the gross revenues prospecting tool. since the OMD and Pivotal were non integrated. the datasets between them got incompatibilities and made duplicate of consequence in keeping them. Duplication besides happened between divisions in different topographic points. Gross saless representatives in different countries created their ain local chance databases. which wasted the human and resources. Division presidents in different countries besides adopted different solutions. and they felt the applications were excessively expensive to fulfill their alone demands. The IT section was excessively little to supply full support for the day of the month migration. web. technique. and preparation. All divisions of Bandon Group are endeavoring for bigger portion in their local market and better services. so they get the same end. Their information can be better integrated by which the cost can be greatly decreased. However. the integrating of information needs the engineering of IT. As Internet is common these yearss and it can do life more convenient. Bandon Group should set a higher precedence to develop web based services to accomplish better services. As Bandon Group has a batch of subdivisions all over the universe. the execution of ERP is really complex. So it seemed better to prosecute the ERP solution harmonizing to different geographical country and split into multiple stages. However. this method proved to make duplicate of attempt. sub-optimize the result. and do a great trade of excess disbursal. Bandon Group has to increase integrating of information in the hereafter. And it is necessary for it to unite the web services with traditional lines of concern. The bing OMD besides has two restrictions. It can non measure for non-copier related services or handle on-line minutess. which makes the metre reading map non be able to play out its full portion. Gross saless theoretical account may be integrated with: CRMFiscal AccountingMaterials ManagementHuman ResourcesQuality ManagementControlingPlaningAssess current concern procedures.Needs appraisal.Business justification.Tangible and intangible benefits.Requirements analysis:Identify concern procedures to be supportedâ€Å"Best practices† offered by a scope of sellersModels of supported mapsChecklist of activities and factors. VanillaMain parts of ERC system:a. Gross saless and marketing systems ( Order processing. pricing analysis. gross revenues tendency prediction ) Identifying clientsB. Fabrication and production system ( Machine control. production planning. installations location ) Assembling the merchandisesc. Finance and accounting systems ( histories receivable. budgeting. net income planning ) Making fiscal statementsd. Human resources systems ( Training and development. compensation analysis. human resources be aftering ) Hiring employees Manage merchandise planningPartss buyingInventoriesInteracting with providersSupplying client serviceTracking orders 6. Excutive RecommendationsBandon Group can utilize the supply concatenation faculty to accomplish the demand balance by join forcesing the e-procurement and provider. such as machine-controlled procurance. automated replenishement and so on. utilizing the concern intelligence faculty to assist the Group to do determinations. The Group should adhere to the invention of the direction and intensify the reform of the endeavor. At the same clip. comprehensively implement the recombining of concern procedures. in order to better the nucleus fight of the Group. It besides has to incorporate the external resources with the internal flows. and knows that the cardinal point of ERP is to run into the direction needs. The Bandon Group should besides develop a realistic end for the ERP undertaking. The implementing organisation of ERP undertaking should be set up. The basic direction of the Group should be complete. which requires the adequateness of the regulations and the smooth execution of t he policies. As the base of implementing the ERP solution successfully is the day of the month direction. informations should be dependable. and paperss should be complete. Employees should understand the necessity and urgency of the pursuing of ERP undertaking. So some preparations are necessary. It is besides necessary for Bandon Group to take the right package and package provider to collaborate with. What demand to make in an ERP solution: ( 1 ) Design of the information platform and proficient architecture a. to standardise the system-wide information engineeringsIn the Group’s procedures of information building. in order to enable the information treating systems to interchange informations. and recognize the sharing of information. Bandon Group has to set up a system of information which can be identified by the different information processing system in the Group. enabling the information can be transferred swimmingly and easy. such as unvarying fiscal accounting regulations. To steer the company’s information engineering on the footing of a incorporate criterion can guarantee the consistence of the company-wide information engineering building. and avoid unneeded duplicate of investing and islands of information in the procedure of constructing the information engineering investing. b. to set up the paradigm of the information systems group integrated platform At present the Group’s ERP platform can construct up the paradigm of the fiscal system. distribution systems. buying and gross revenues systems. existent estate gross revenues systems. human resources direction. and public presentation assessment direction. Presently. merely the fiscal faculty applications. fiscal direction systems. micro-credit faculty will hold been finished wholly. Integrated information platform to the fiscal nucleus. and the concern processes with basic blocks to organize an incorporate and efficient fiscal operations strict platform. 3. Network security edifice Network security has ever been the weak nexus. In order to protect the security of informations and web flow. the Group has to guarantee the physical informations security from the purchase of hardware firewalls. storage waiters. tape drives. etc ; do certain the firewall’s VPN capablenesss. anti-virus package. backup package engineering and logical system to protect informations security and web security. 4. Infrastructure Based on the bing web. make some uninterrupted betterment and replace the nucleus switches. which can non merely better the concern efficiency. but besides save the administrative costs. Use â€Å"vanilla† ERP for nucleus systems and construct customized faculties for others. Increase handiness of operational informations and have better usage of informations for analysis. 7. IT Plans For Bandon Group The full ERP system will dwell of three parts: the operational system. operational support system and endeavor portal. The ERC system should run into these demands:To incorporate internal and external resources: production allows companies and sections to portion information. to avoid drawn-out procedures and production direction blind musca volitanss ; incorporating of supply concatenation resources to better their nucleus fight. To rapidly run into customer’s demand: the market and client information. order information. merchandises and client service feedback procedure through the ERP system analysis. and timely bringing to the ERP system and corporate planning sections. heighten the dynamic response capablenesss. full reflect the demands of fabrication companies harmonizing to market the thought. To better customer’s satisfaction: to beef up client trueness and trust. to further beef up the customer-centric concern doctrine. To better cost direction and net income. and to make loss analysis of efficiency: the merchandise. stock list. and buying. administrative costs of the four procedures of full control to guarantee that the Group maximizes the benefits. To develop new and extremely integrated software-based system: to construct up more intelligent concern and scientific direction. The system should be developed harmonizing to the demand of easy operation. friendly interface and flexible usage safety. It is a client relationship direction system. Harmonizing to Bandon Group’s overall concern development scheme. conbined with the operating system. mechanism. direction. invention and engineering. the ERP system have to go on to do full usage of modern information engineering. On the footing of the established information system integrating. Bandon Group should put up and organize a comprehensive information system which meet the demands of the Group’s collaborating operations. efficient direction and scientific decision-making requires. The ERP solutions of the Bandon Group should cover concern. services. direction and other facets. and base on different functions to open up to the upstream providers and users from the external facet. and open up to all the employees from the internal facet. so that it can supply effectual agencies to develop inform ation resources. speed up the flow of information and portion the information resources. Bandon Group should besides take steps to advance concern procedures. better and optimise the direction and decision-making methods to back up new concern development. bettering the overall invention. economic efficiency and market fight. Then the Group’s operations direction will be efficaciously promoted. Based on client development. direction. operation and care centre. the Group should construct up the concern system with operational efficiency. service criterions. and service quality. and convey the nature of concern minutess into a incorporate concern system. It belongs as portion of an integrated information system. is the anchor of integrated information system architecture. and other related systems with a xanthous design and play a cardinal function. Since early in the information engineering. the overall deficiency of demand to construct the overall analysis and planning has resulted in the frequent usage of information systems. and each system has a batch of basic informations can non be shared usage. the application truth and efficiency of usage of a more large impact. Should be lessons learned and to the full understand the company’s information engineering demands. find the information eng ineering general thought of the state of affairs and information demands in-depth analysis of the overall point degree information architecture for overall planning and a phased. planned execution of the deployment. to guarantee informations standardisation. concern procedure optimisation. and integrating and sharing of information resources. System-wide concern system is the core portion of the whole system. It is based on concern direction system and service direction system. and supported by logistics direction systems. CRM direction systems. on-line promenade. communicating platform. and so on. With the combination of assorted systems. we can pull off and back up the concerns of full scope. which will efficaciously advance the optimisation of concern procedures. better operational efficiency of the transportation. and back up new concern development. Business support system is a system to protect concern system. including determination support system. undertaking direction system. fiscal systems. administrative office system. and human resources system. Business support system provide the support direction and information for the concern system. At the same clip. it besides has a separate direction map. Enterprise portal is the information system interface and show platform. including endeavor portals and outside the endeavor portal. Enterprise portal for internal staff. outside the endeavor portal for revenue enhancement clients. providers. clients and channel distributers. The portal platform is divided into functional faculties harmonizing to application needs the public version of the faculty and other faculties. the public version of the faculty are for the system. other faculties are optional faculties. the platform needs to put different functions harmonizing to different functional faculties and interface to ease different functions of specific operations. The nucleus database systems in support of. the exchange flow through the interface of the Corporation. with the realisation of efficient direction of information engineering. Under the protection of the security cheque. on-line banking informations through middleware such as an external moorage system. and co-operation. the combined sum of all employees based on single rights in different places. integrity will be authorized to see the different direction faculty. direction authorization. informations sharing permissions. This can be achieved to make a company-wide individuality direction system in full engagement. In the following five old ages. Bandon Group has a batch of things to make to put up its ERC system: to screen out the concern processes. to incorporate the group-wide distribution concern informations. to develop the direction of human resources. to guarantee informations security. to understand the organisational construction. to standardise the information. to set up a n incorporate information platform. and develop the system integrating plans. Execution of the plans should finally construct up a incorporate information application platform which integrates the bing functionality faculties of information systems. and achieve: smooth informations flow ; office mechanization. teleworking. coaction ; document direction. workflow direction ; the constitution of information transmittal and feedback mechanism which guarantee information transportation truth and seasonableness ; the integrating with the bing fiscal systems. and the constitution of fiscal budget direction system. fiscal direction system ; gradual constitution of endeavor informations warehouse. the footing for decision-making. and eventually the progressive realisation of e-commerce. Now. the most of import end of Bandon Group is to increase its gross revenues. so gross revenues and selling systems are put in the first topographic point. The 2nd consideration of Bandon Group is the client services. So to implement web-based services has a higher prior. As a large g roup. Bandon Group hopes to better ists disposal processs. which can greatly maintain the consistence and better the efficiency of the Group. Harmonizing to the analysis above. and sing the gross revenues methods of Bandon Group. we set down the orders of ERP execution as follows: The chief procedures to construct up ERP system in Bandon Group in 5 old ages: The first phrase: set the accents on beef uping the Group’s market fight. finish the basic model of the ERP system which focuses on the finance. gross revenues. and material supplies. And utilize the distant web to pull off the gross revenues web efficaciously. By commanding the internal logistics. capital flow. information flow uniformly and comprehensively. farther enhance the internal direction of the endeavor and apportion the internal resources decently. so that the Group can diminish its operating costs. The 2nd phrase: focal point on the decrease of operating cost. Through the tight control of the operating procedure. cut down the resource ingestion and cost. The 3rd phrase: comprehensively better the direction quality of the Group. Referred to as CRM. Customer Relationship Management is a development scheme that â€Å"regard client as the centre† . As it is built for the endeavors to better the client satisfaction and trueness. heighten the nucleus fight. and achieve the ends of deriving triumph in the competitions and fast growing. it’s necessary for Bandon Group to follow CRM. Bandon Group should besides recognize the integrating of CRM and ERP system. and organize the network-oriented information application platform of the direction of the Group. 8. Package Evaluation Business development schemes of an endeavor and its concern demands determine the pick of what sort of ERP. After analysis. we think an ERP solution should run into the undermentioned demands: a. Use pathes to link different applications and databases. guaranting the independency of the application without modifying the application concern logic of their ain. This method can besides work out the job of informations sharing. B. Share the concern informations theoretical account for nucleus processing and support. c. Automate the concern processes. Ensure that all sections use different systems and can work together to finish the shared aim. d. Support the uninterrupted alterations in application architecture. The system should be easy re-formulated to increase or take without impacting other systems. e. Provide real-time interface and batch interfaces. and provide synchronal and asynchronous interfaces. f. Ensure the security of informations. and merely the finish application can read them. g. Ensure good public presentation and informations throughput. every bit good as scalability with the flexibleness to accommodate to the development of endeavors. h. Have a recovery mechanism which starts when the information connexion is lost during transmittal and other abnormalcies can guarantee informations recovery. I. Provides predefined generic theoretical accounts and industry theoretical accounts for the procedure direction. J. Not merely supply real-time interface and batch interfaces. but besides provide synchronal and asynchronous interfaces. Reasonable customization is necessary. so the pick of ERP system should non merely concentrate on the comparing of the sum. but besides on the more customization costs. Comparisons between chief ERP systems: Microsoft CRM bundle lacked integrating with the OMD databases and runing system. SAP has diverse maps. and associations between different faculties are really strong. Therefore. it is expensive and hard to implement. So. it is more suited for the endeavors with better direction and larger graduated table. As the world’s taking database seller. Oracle has a dominant place by set uping a model in its ain informations. Its core strength lies in its integrating and unity. These strengths are integrated in a proficient system. which makes it go a good pick for the endeavors which demand high integrating. SSA’s BPCS system designs with smart functionality and great flexibleness of usage. Each faculty contains a figure of user-defined parametric quantities of design characteristics. which makes the system can be combined and cut to run into the particular demands of users. SSA designed solutions for users to rapidly implement the system plan. which reduces the execution clip cost and hazard cost. Because of BPCS’s powerful customization characteristics. the users who implement BPCS do non necessitate to abandon the original work templet. and can cut or unite the system harmonizing to the user’s finished work. So SSA enables the ERP to be applied in a short clip. As we have analyzed the different ends and demands of Bandon Group every bit good as what the assorted bundles can fulfill. we have decided for the Bandon Group what bundle to utilize. We think mySAP CRM is the best solution for Bandon Group. Here are some grounds: a. MySAP is non merely an incorporate system but besides a standardised system. which good satisfies the pressing demands for integrating and standardisation of Bandon Group. B. It has better compatibility to the third-party platform. c. Rich maps and run into about all the demands of Bandon Group. d. mySAP CRM is a complete. customer-centralized. e-business solution. The most of import. mySAP CRM’s chief advantage is its big and heavy system customization maps. The customization system includes about all points of contact: the Internet. call centres. electronic mail. facsimile. mail. and face to confront personal contact. At the same clip. mySAP CRM provides concerns with scalability characteristics. SAP Netweaver engineering platform to open easy and mySAP CRM to SAP or SAP’s e-commerce. supply concatenation planning and executing. fiscal direction. human resources and strategic concern direction and intelligent life is connected. So. an endeavor merely necessitate to understand the basic regulations of mySAP CRM. and can happen the constellation they need rapidly. MySAP CRM enables users to name â€Å"full entree to relentless information. † The interaction centre system allows the user by phone. facsimile. E-mail. web site and other agencies to maintain in touch with clients. Meanwhile. gross revenues. selling. client service can entree multi-channel market informations and analysis consequences. including via nomadic devices such as laptops. nomadic phones and PAD utilizing mySAP CRM. MySAP CRM enables companies in gross revenues. selling. service procedure to maintain gait with client interactions to assist companies optimise the beginning of information to better understand client tendencies. and enable endeavors to co-suppliers. spouses and clients work together to better the production procedure. run into client demands. Thankss to all the characteristics of information sharing. A assortment of information can be read. processed. reproduced and disseminated through the full mySAP Business Suite environment in a consistent. intelli gent manner. MySAP CRM needs the endeavors to hold good concern direction substructure. and Bandon Group satisfies this well. The faculties chosen for execution in order of precedence are: 1. Finance2. Gross saless A ; Distribution3. mySAP CRM4. Materials Management DecisionsThe current OMD system of Bandon Group had a properness database which makes it difficult for integrating. and lacks the foundation of administrative systems. Therefore. we conduct this MIS survey for Bandon Group Inc. to assist it implement an ERP system which includes CRM solutions. And after elaborate analysis. we choose mySAP CRM and believe the customization maps of it can be an betterment in the hereafter applications. However. ERP system is non complete overnight. It should place jobs and work out jobs in changeless usage in pattern. continuously bettering itself. Therefore. Bandon Group should besides put up a system of rating and betterment to guarantee the execution effects of ERP. Mentions [ 1 ] Chen. I. J. Planing for ERP systems: Analysis and future tendency. Business Process Management Journal 7 ( 5 ) . 2001. [ 2 ] EJ Umble. RR Haft. Enterprise resource planning: Execution processs and critical success factors. European Journal of Operational Research. 2003. [ 3 ] Gefen. D. Nurturing clients’ trust to promote engagement success during the customization of ERP systems. Omega. 2002. [ 4 ] Hawking. P. A ; McCarthy. B. Industry Collaboration: A Practical Approach for ERP Education. 4th Australasian Calculating Education Conference. Melbourne. 2000. [ 5 ] Holland. C. . Light. B. A critical success factors model for ERP execution. IEEE Software. 1999. [ 6 ] Kramer. M. What Are Customer-Centric Analytic Applications? Patricia Seybold Group Strategic Research Service. 2002. [ 7 ] MI Kramer. Comparing CRM Architectures. Patricia Seybold Group Strategic Research Service. 2008. [ 8 ] SAP. mySAP Business Suite. hypertext transfer protocol: //www/mysap. com/solutions/