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• When the ERP system goes live people switch from their old practices to those
required by the new system.
• If everyone is properly trained then each person will know what he or she has to do
when the new system is in place — operation and maintenance (O&M) phase.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
O&M Phase
• It is during the O&M phase that the ERP system delivers the full benefits that it is
capable of.
• During the O&M phase the ERP sponsor should monitor the progress of the ERP
system with the assistance of the ERP project manager.
• The main objective of the O&M phase is to ensure that the ERP system achieves its
projected benefits, the users are satisfied and there are no conflicts.
• For the ERP system to function smoothly the co-operation of all the departments is
necessary.
• The project manager and the ERP team can assess the strengths, weaknesses,
opportunities and threats (SWOT) to the ERP system.
• The ERP team should create a help-desk of all the problems that have occurred in the
past and how they were fixed to help the technical support team to answer the
customer queries quickly.
• The help-desk should be kept up-to-date by adding new problems and their solutions.
Thus, over a period of time the efficiency of the technical support team will increase
dramatically.
• During the training phase, the vendors and the external consultants will prepare user
manuals, procedures and best practices documents for training and reference. These
documents and their latest versions also, should be accessible to all users of the
system.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
O&M Phase (contd.)
• The ERP team should produce procedures and work instructions. Procedures and
work instructions describe how tasks are carried out.
• The procedures and work instructions include process descriptions, roles and
responsibilities, process flow, etc.
• The process of producing this documentation commences during the ERP system
design stage and develops through the implementation phase, at the end of which it is
finalized.
• One of the main tasks of the project manager or the ERP team is the training of new
employees on the ERP concepts, tool usages, procedures and best working practices.
• The ERP team should conduct periodic audits to ensure that the various activities—
both manual and automatic—are performed correctly.
• The project manager or the ERP team should also ensure that the data migration has
been done without any problems and the ERP database is up-to-date and not
corrupted so that business functions can be executed flawlessly and decision-making
features can be performed accurately.
• The ERP database together with the help-desks, provide an environment where the
customer care executives can answer customer queries quickly and resolve issues
without delay.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
O&M Phase (contd.)
• Help-desks are repositories of the organizational knowledge that can be used by the
maintenance and support team. The help-desk contains correct operating practices,
problems with the software, how to solve them, details of problem reports and
resolution, etc.
• Many companies post frequently asked questions (FAQs) and their answers on their
support websites and encourage users to first check the FAQ before calling the
technical support. A well-organized and categorized FAQ can substantially reduce the
workload of the technical support personnel. As new problems and their solutions get
added to the help-desk, they will simultaneously get updated on the website too.
• Once the ERP system has reached a stable state necessary actions should be taken to
improve the performance.
• The ERP tools that are implemented are another area that needs maintenance.
• The project manager should be in regular contact with the vendors to see whether any
upgrades or updates are available.
• All patches and upgrades should be installed to ensure that the tools are working at
their maximum efficiency.
• Employees should be given refresher courses on the new functionality that gets added
with each new upgrade.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Review Questions
1. Most of the promised benefits of the ERP system are obtained during the operation
phase. Discuss.
2. What are the major activities of the O&M phase?
3. Why are employee re-location and re-training important?
4. What is the need for continuous training?
5. What is the need for reviews?
6. Explain the operation of the ERP system.
7. What are the major activities of the operation phase?
8. Explain the ERP maintenance phase.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
38. Measuring the Performance of the ERP System
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Metrics to Measure Success
• A business metric is any type of measurement used to gauge some quantifiable
component of a company's performance, such as return on investment (ROI),
employee and customer churn rates, revenues, etc.
• Business metrics are part of the broad area of business intelligence, which comprises
a wide variety of applications and technologies for gathering, storing, analyzing, and
providing access to data to help enterprise users make better business decisions.
• Metrics must also demonstrate all of the following characteristics, without which they
are apt to be dismissed or worse, perpetuate a disinclination to evaluate performance:
1. Accurately expresses the phenomenon being measured
2. Objective and not subject to dispute
3. Comprehensible, readily communicated and understood
4. Inexpensive and convenient to compute
5. Timely with data sources readily available
6. Harmless, not inducing inappropriate behavior
• It is very important to measure the performance of the ERP system as failure to do so
will prevent the management from identifying mistakes and performance
degradation before they become critical.
• A good performance monitoring system can help organizations in taking corrective
actions before things get out of hand.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Metrics
• Metrics help you better control your business processes and learn more about the way your ERP
system and organization works.
• The following are some of the ERP related parameters that you can measure:
1. Productivity improvements
2. Reduction in inventory costs
3. Reduction in material wastage
4. Personnel reduction
5. Other management improvements
6. Financial close cycle reduction
7. IT cost reduction
8. Procurement cost reduction
9. Cash management improvements
10. Revenue improvements
11. Profit increases
12. Transportation/ logistics cost reduction
13. Maintenance reductions
14. On-time delivery improvements
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Types of Metrics
• There are two types of metrics that can be measured—barometric and diagnostic.
• Barometric metrics are appropriate in every business. They tell you if some problem
is coming and they will warn you about an impending disaster.
• Diagnostic metrics can change from business to business. These metrics are driven
from root cause, seeking and focusing on areas of weakness in a specific situation.
• Some of the ERP diagnostic metric are:
1. Business plan, demand plan, operation plan, master schedule, etc.
2. Schedule stability, BOM, etc.
3. Procurement process accuracy, shop floor control accuracy, etc.
4. First-time quality, safety, customer service, etc.
• Organizations require metrics to be at minimum levels of proficiency. These levels
should not be misconstrued with high performance.
• The key to getting the value from metrics is really not the metric itself or even the
collection of data. The real value comes from the action driven from the data.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
How to Measure?
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Review Questions
1. Measurements enable us to gain insight into the process and the project by providing
a mechanism for objective evaluation. Discuss
2. Why are measurement programs important?
3. What are the reasons that organizations should measure the performance of the ERP
system at regular intervals after implementation?
4. How do we use metrics to measure success?
5. Explain the importance of measuring performance.
6. Explain metrics in detail with examples.
7. What are the different types of metrics?
8. How do you measure performance?
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
39. Maximizing the ERP System
• ERP systems if chosen judiciously, implemented correctly and used properly can
produce dramatic improvements in productivity and efficiency and can make the
organization more competitive.
• Business analytics and business intelligence tools are being integrated into ERP
systems in order to facilitate better, accurate and quicker decision-making.
• Companies have realized that to maximize the value of the information stored in their
ERP systems it is necessary to extend these ERP architectures to include more
advanced reporting, and analytical and decision support capabilities. This is best
accomplished through the application of data warehousing, data mining, OLAP, and
other analysis, reporting and business intelligence tools and techniques.
• The limitations of ERP systems can be eliminated by adding a data warehouse and a
business intelligence front end to your ERP system. Just as ERP fine-tunes resource
planning and management, business intelligence for ERP fine-tunes ERP.
• A data warehouse or data mart organizes ERP data so that it is easily accessible for
on-line analysis.
• Business intelligence systems improve business competitiveness by providing
reporting and analysis tools to the desktop, enabling communication with the entire
supply chain via the Web and automating alerts and actions.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Maximizing Performance (contd.)
• By allowing flexible reporting and analysis, a business intelligence system can unlock
the value of the data in ERP reports.
• Business intelligence systems provide on-line analytical processing (OLAP) and data
mining tools that managers can use from the desktops to answer the types of
questions that help in discovering significant trends and patterns.
• Businesses can optimize their investment in ERP systems by closing the loop between
the business intelligence system and the ERP system. The loop begins when the
company discovers valuable business information from the ERP system; it closes
when the company feeds those discoveries back into the ERP system to continually
improve business processes.
• Business intelligence systems for ERP can also issue alerts when certain events occur
or thresholds are met, enabling your business to react more quickly to problems and
opportunities.
• The ultimate value from the ERP investment results from integrating the ERP system
not only with a business intelligence front end, but also with the Internet.
• When the organization provides a Web-based interface to the information in the
business intelligence system, the Internet becomes an enterprise information utility
for employees, partners, suppliers and customers.
• Training and education plays a significant role in maximizing the productivity of the
ERP systems.
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
Review Questions
ERP Demystified (Second Edition). Copyright 2008, Alexis Leon. All rights reserved.
BUSINESS MODULES OF ERP
ERP MODULES
Alexis Leon
ERP MODULES
Finance
Manufacturing and Production Planning
Sales and Distribution
Plant Maintenance
Quality Management
Materials Management
Human resource
Financial Module
Financial Accounting (General Ledger, Accounts Receivable,
Accounts Payable, Fixed Assets)
Investement Management (Investment
Planning/Budgeting/Controlling, Depreciation
Forecast/Simulation/Calculation)
Controlling (Overhead Cost Controlling, Activity Based
Costing, Product Cost Accounting, Profitability Analysis)
Treasury (Cash Management, Treasury Management, Market
Risk Management, Funds Management)
Enterprise Controlling (Executive Information System,
Business Planning and Budgeting, Profit Center Accounting)
FINANCIAL ACCOUNTING → General Ledger
General Ledger
General Ledger produces the enterprise’s financial statements including the Balance Sheet, which shows the
enterprise’s assets, liabilities and equity at a point in time, the Income Statement, which shows the
enterprise’s income, expenses and net profit over a period of time, the Cash Flow Statement which shows
sources and applications of cash, and associated financial reports such as the Trial Balance. The rest of the
reports are there to track the numbers on the financial statements back to individual transactions. Most
businesses prepare monthly statements. Every ERP package has a General Ledger module.
General Ledger is unusual in that it receives transactions from many other modules. There are two ways to
accomplish this: Detail and Summarized. In the detail method, every invoice, check, or other such
transaction creates a separate General Ledger transaction. The advantage of this is that the General Ledger
is continuously updated in real time so the entire set of ERP tables is in sync. The disadvantage is that there
are large numbers of transactions. In the summarized method, transactions are accumulated for some period
(typically a day) and posted in summary. Instead of many small transactions, there is a few big ones. The
advantage is that there are far fewer transactions. The disadvantage is that the General Ledger is out of sync
with the rest of the ERP until the data is posted.
Every enterprise purchases goods, services, assets, or office supplies from its suppliers (also known as
vendors). Accounts Payable pays these suppliers on time (taking advantage of payment discounts if
possible) while avoiding duplicate payments and bank over-drafts. Accounts Payable is the last step
in the supply chain where Purchasing is the first. Accounts Payable accepts invoices, selects
invoices to be paid, generates checks and forecasts future cash requirements based on due dates.
Some AP checks are issued to people or organizations that are not worth putting on file since they
are likely to receive only one check. Some enterprises prepay part of the invoice amount because the
supplier requires a deposit. Every ERP has an Accounts Payable module.
Transactions
The first transaction records a supplier invoice. This can be verified against the related purchase order if
there is one and the receiving report that lists what goods were actually received. Not every
enterprise uses the last two options.
The second transaction pays supplier invoice(s). Each check can pay one or more supplier invoices.
Invoices must be approved for payment before they can be paid.
The vast majority of the module's transactions consist of the above two. The third fundamental transaction
is that of adjustment when things go wrong.
FINANCIAL ACCOUNTING → Accounts
Receivable
Every business sells products and/or services to its customers. Order Entry creates invoices
when a customer orders something and Accounts Receivable keeps track of what
payments have been made to which invoices. Commonly, it also prepares a report
("Aged Analysis") which shows how long each invoice has been outstanding. Every
ERP has an Accounts Receivable module.
Collection
If Accounts Receivable invoices become overdue, Collection initiates processes to collect the money. Usually this means a
telephone call followed by a series of dunning letters of increasing severity. If these efforts fail, Legal may
become involved or the invoice may be written off, or sold to a collection agency for a fraction of its face value.
As part of CRM, details of each contact with the customer including date, employee, contact person, and activity
are stored in Customer.
Transactions
The first transaction records an invoice. This is done by Order Entry/Invoicing rather than Accounts Receivable.
The second transaction records a customer payment. One customer payment can pay one or more invoices. Payment can
be in cash, by debit card, credit card, or check. Somethimes payments are received without information about
what invoices are being paid.
The vast majority of the module's transactions consist of the above two. The third fundamental transaction is that of
adjustment when things go wrong.
FINANCIAL ACCOUNTING → Asset Accounting
Controlling
The controlling system gathers the functions
required for effective internal cost
accounting. lt offers a versatile information
system, with standard reports and analysis
paths for the most common questions. In
addition, there are features for creating
custom reports to supplement standard
reports.
Overhead Cost Controlling
FINANCIAL MODULE - CONTROLLING
(Overhead Cost Controlling, Activity Based Costing,
Overhead Orders
Overhead orders subsystem collects and analyses
costs, based on individual internal measures. This
system can monitor and automatically check
budgets assigned to each measure.
Activity-Based Costing
The goals of the entire organization, should come
before the goals of individual departments, when
it comes to business process reengineering. The
Activity-Based Costing module, is a response to
FINANCIAL MODULE
Treasury (Cash Management, Treasury Management)
Cash Management
To anlyse financial transactions for a give period. It
also records future developments for purposes of
financial budgeting.
Treasury Management
It offers functions for managing financial deals and
positions, from trading to transferring data to
Financial Accounting.
FINANCIAL MODULE
Treasury (Market Risk Management, Funds Management)
Master Data
1. Trading Community Architecture
Customer, Supplier, Employee
2. Products
3. Salespersons
4. Sales Territory
SALES AND DISTRBUTION – Order
Management – Sales Order Management
SALES AND DISTRBUTION – Order
Management – Purchase Order Management
SALES AND DISTRBUTION –
Warehouse Management
1. Inventory Planning
2. Inventory Handling
3. Inventory Location, Assignment
4. Inventory Reporting
5. Inventory Analysis
6. Lot Control
7. Distribution Data Collection
SALES AND DISTRBUTION –
Shipping
SALES AND DISTRBUTION – Billing
1. Invoice
2. Debit and Credit Memo
3. Proforma Invoices
4. Rebates
SALES AND DISTRBUTION –
Pricing
1. Price Quotations
2. Discounts (Quantity, Payment Terms etc.)
SALES AND DISTRBUTION –
Sales & Support
1. Price Quotations
2. Discounts (Quantity, Payment Terms etc.)
SALES AND DISTRBUTION –
Transportation
1. Material
2. Labor Resources
3. Plant & Machinery
MANUFACTURING
Shop Floor Control
1. Shop Orders
2. Work Orders
3. Backward and Forward Scheduling
MANUFACTURING
Quality Management
1. Shop Orders
2. Work Orders
3. Backward and Forward Scheduling
MANUFACTURING
Cost Management
1. Costing Methods
a) Weighted Average
b) Standard
c) LIFO
d) FIFO
2. Product Cost
MANUFACTURING
Serialization/Lot Control
Recruitment
* Automated Hiring Process (Manage Open Positions, Applicant Screening,
Selection, Hiring, Correspondence, Reporting, and Cost Analysis)
* eHiring
* Attendance System
* Leave System
* Overtime/Late Sitting System
* Shift Planning (Manage Staff Shortage and
Excess)
HUMAN RESOURCES
Personnel Development
1. Maintenance of Stock
1. Quantity
2. Value
MATERIALS MANAGEMENT
Invoice Verification and Material Inspection
1. 2 Way PO Quantity
2. 3 Way PO Quantity + Receive Quantity
3. 4 Way PO Quantity + Receive Quantity + Inspection Quantity