The document contains questions about business processes, functional areas, and customer relationship management (CRM) for the fictional company Fitter Snacker. It asks the reader to define key terms, describe Fitter Snacker's products and sales force structure, identify problems with their current information systems, explain issues that could arise in their ordering processes, and define aspects of CRM like dunning letters, SAP ERP modules, and types of CRM systems.
The document contains questions about business processes, functional areas, and customer relationship management (CRM) for the fictional company Fitter Snacker. It asks the reader to define key terms, describe Fitter Snacker's products and sales force structure, identify problems with their current information systems, explain issues that could arise in their ordering processes, and define aspects of CRM like dunning letters, SAP ERP modules, and types of CRM systems.
Original Description:
Exercises 1 - Business Processes - Fitter Snacker - GBI
The document contains questions about business processes, functional areas, and customer relationship management (CRM) for the fictional company Fitter Snacker. It asks the reader to define key terms, describe Fitter Snacker's products and sales force structure, identify problems with their current information systems, explain issues that could arise in their ordering processes, and define aspects of CRM like dunning letters, SAP ERP modules, and types of CRM systems.
The document contains questions about business processes, functional areas, and customer relationship management (CRM) for the fictional company Fitter Snacker. It asks the reader to define key terms, describe Fitter Snacker's products and sales force structure, identify problems with their current information systems, explain issues that could arise in their ordering processes, and define aspects of CRM like dunning letters, SAP ERP modules, and types of CRM systems.
a) Differentiate between Functional Areas of Operation, Business Functions and
Business Processes and explain the term Business Process Integration.
b) What products do Fitter Snacker offer and how is their sales force organized?
c) Name the three functional areas for which Fitter Snacker employ separate information systems and give three reasons why this is not an optimal solution.
d) Give two examples of problems that may occur in Fitter Snackers ordering process and explain how an ERP system could solve such problems.
e) Explain the problem that a picker might have when they go to complete an order, only to find that there is not enough stock in inventory.
f) What is a dunning letter and how can it be negative for a companys customer relationship if incorrectly issued.
g) List the events that make up the Sales & Distribution module within SAP ERP.
h) Read the text on Customer Relationship Management (CRM) to answer the
following questions: (1) How can CRM be defined and what is the reasoning behind CRM? (2) What are some of the popular CRM software solutions and what CRM functionality do these tools provide? (3) What is the difference between operational and analytical CRM?
