Transcript 08_PSI - phx

Chapter 8
Supporting the Sales Process with
SAP
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8-1
Learning Objectives
Q1. What are the Fundamentals of a Sales
Process?
Q2. How did the Sales process at CBI work
before SAP?
Q3. What were the problems with the Sales
process before SAP?
Q4. How does CBI implement SAP?
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Publishing as Prentice Hall
8-2
Learning Objectives
Q5. How does the Sales process work at CBI
after SAP?
Q6. How can SAP improve the integration of
customer-facing processes at CBI?
Q7. How does e-commerce integrate firms in an
industry?
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What Are the Fundamentals of a
Sales Process?
• Sales Process Activities and Roles
• Sales Process within the Value Chain at CBI
• Main Sales Process Activities, Subactivities,
and Actors
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What Are the Fundamentals of a
Sales Process?
• Sales Process Activities and Roles
– B2B and B2C sales
Figure 8-1
Main Sales
Process Activities
And Roles
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What Are the Fundamentals of a
Sales Process?
• Sales Process within the Value Chain at CBI
– Sales and marketing
Figure 8-2
Sales Process
Within the Value
Chain of CBI
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What Are the Fundamentals of a
Sales Process?
• Main Sales Process Activities, Subactivities,
and Actors
Figure 8-3
Main Sales
Process Activities,
Subactivities, and
Actors
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What Are the Fundamentals of a
Sales Process?
• Sales Process Activities and Roles
• Sales Process within the Value Chain at CBI
• Main Sales Process Activities, Subactivities,
and Actors
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Publishing as Prentice Hall
8-8
How did the Sales Process at CBI
Work Before SAP?
• Six Roles
– Three roles performed by people
• Sales Agent; Warehouse Manager; and
Accountant
– Three roles performed by separate computer
applications with separate databases (DB)
• Sales DB; Warehouse DB; and Accounting
DB
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How did the Sales Process at CBI
Work Before SAP?
• Information Systems Silos
– Sales DB: Monitor demand for materials
– Warehouse Database: Manage inventory
levels
– Accounting DB: Manage receivables
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How did the Sales Process at CBI
Work Before SAP?
• CBI’s Sales process
– Involved several roles
– Resulted in information silos
– Inefficiencies
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What Were the Problems with the
Sales Process Before SAP?
• Sales Problems
• Warehouse Problems
• Accounting Problems
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What Were the Problems with the
Sales Process Before SAP?
• Sales Problems
– No current inventory data
– Input errors
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What Were the Problems with the
Sales Process Before SAP?
• Warehouse Problems
– Pick and pack for new customer is inefficient if
sale is cancelled
– No way to share production or supply issues and
delays
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What Were the Problems with the
Sales Process Before SAP?
• Accounting Problems
– Time spent on invoice and other errors
– New customer delays
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What Were the Problems with the
Sales Process Before SAP?
• Sales Problems
• Warehouse Problems
• Accounting Problems
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How Does CBI Implement SAP?
Figure 8-7
Objectives and Measures for
the New Sales Process
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How Does the Sales Process Work
at CBI After SAP?
• Maintained same three people roles
– Sales; Warehouse; Accounting
• Single shared database
• Solutions to prior problems
– Sales
– Warehouse
– Accounting
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How Does the Sales Process Work
at CBI After SAP?
• Sales
– Pre-sales activities also include updated pricing
conditions
– Sales orders entered into a single, shared
database
– Inventory updated in database
– Messages sent to accounting for credit approval
– Integrates with assembly
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How Does the Sales Process Work
at CBI After SAP?
Figure 8-9 Sales
Order Screen in
SAP of 50 Stream
Bikes to Heartland
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How Does the Sales Process Work
at CBI After SAP?
• Warehouse
– Messages to create outbound deliveries for saved
sales orders
– Order quantities automatically populated in
outbound delivery
– Options to overwrite quantities
– Post goods issue message to accounting
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How Does the Sales Process Work
at CBI After SAP?
Figure 8-10
Outbound
Delivery Screen
In SAP
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How Does the Sales Process Work
at CBI After SAP?
• Accounting
– Messages received for credit checks
– Messages received to create invoices
– Invoices created from Billing Due List
– Payments posted against customer open items
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How Does the Sales Process Work
at CBI After SAP?
Figure 8-14 Post
Incoming Payments
Screen in SAP
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How Does the Sales Process Work
at CBI After SAP?
• The Benefits of SAP for the CBI Sales Process
• Access to most recent data
• New customer approval is more efficient
• Warehouse doesn’t pack new customer orders in
advance
• Fewer cancelled sales
• More responsive to customers
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• Integration of Customer-Facing Processes
• Improving Customer-Facing Process
Integration by Sharing Data
• Improving Customer-Facing Process Increasing
Process Synergy
• SAP Integration Problems with Emerging
Technologies
• Integration Challenges and Lessons
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• Integration of Customer-Facing Processes
• Customer Relationship Management (CRM)
Figure 8-15 Sample of
Customer-Facing Processes
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• Improving Customer-Facing Process
Integration by Sharing Data
Figure 8-17 Examples of
Data Sharing
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• Improving Customer-Facing Process by
Increasing Process Synergy
Figure 8-18 Examples
Of Process Synergy
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• SAP Integration Problems with Emerging
Technologies
• Social CRM
• Cloud-based CRM
• Software as a Service (SAS)
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• Integration Challenges and Lessons
• Challenges
• Processes impact other Processes
• Conflicting objectives
• Process change
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How Can SAP Improve the Integration
of Customer-Facing Processes at CBI?
• Integration Challenges and Lessons
• Lessons
Figure 8-20
Process
Integration Lessons
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How Does E-Commerce Integrate
Firms in an Industry?
•
•
•
•
•
E-Commerce
E-Commerce Integration
Merchant v. Nonmerchant companies
Improving Market Efficiency
Process Integration and Your Business Future
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How Does E-Commerce Integrate
Firms in an Industry?
• E-Commerce
• Multifirm process of buying and selling goods and
services using Internet technologies
Figure 8-21
E-Commerce
Integration
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How Does E-Commerce Integrate
Firms in an Industry?
• Emergence
• The way a complex system like an efficient supply
chain emerges from the interaction of a large
number of simple interactions
• Interorganizational IS
• IS used by more than one firm to interact with
each other
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How Does E-Commerce Integrate
Firms in an Industry?
• Merchant v. nonmerchant
Figure 8-22 Merchant and
Nonmerchant List
• Improving Market Efficiency
– Disintermediation
– Price elasticity
• Process Integration and your Business Future
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Ethics Guide
• Are My Ethics for Sale?
• Creative marketing?
• Does integration cause an issue?
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Conclusion
Q1. What are the Fundamentals of a Sales
Process?
Q2. How did the Sales process at CBI work
before SAP?
Q3. What were the problems with the Sales
process before SAP?
Q4. How does CBI implement SAP?
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Conclusion
Q5. How does the Sales process work at CBI
after SAP?
Q6. How can SAP improve the integration of
customer-facing processes at CBI?
Q7. How does e-commerce integrate firms in an
industry?
Copyright © 2013 Pearson Education, Inc.
Publishing as Prentice Hall
8-39
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Publishing as Prentice Hall
8-40