Enterprise Business Processes and Reporting (IS 6214) MBS MIMAS 2009 / 2010 Wednesday 7 th October Fergal Carton Business Information Systems

Last week Post code project –Benefits –Stakeholders –Sample codes from other countries –Logic for classification Homework: proposal by group –Solution approach –Stakeholder map Joint project overview Tutorial timetable

This week Definition of business processes Good and bad processes? Can technology help? Sample processes Porters model (conceptual) EMC process (real) Post code proposal

A process is … a systematic series of actions directed to some end: homogenising milk a continuous action, operation, or series of changes taking place in a definite manner: the process of learning

To process means … to treat or prepare by some particular process, as in manufacturing. to handle (papers, records, etc.) by systematically organizing them, recording or making notations on them, following up with appropriate action, or the like: to process mail.

A process requires … Someone to carry it out … Some input parameters … Some master data … Some communication … Some deadlines …

Good and bad processes Paper based Slow Inefficient Poor customer service Poor quality products Expensive

Can technology help? Virtual not paper, but access? Instantaneous, when system is up! Very efficient, can store data and use triggers Requires greater data integrity Creates reliance on skills Expensive?

Sample processes … Registering as a student Buying and using top-up credit for phone Registering as a user for on-line services Getting educated Moving house …

Job shop vs. assembly line Quality vs. quantity Car manufacturer Sprinkler systems Computer storage products …

Porter’s value chain (1985)

Support versus primary functions Support versus primary business functions –Primary business functions are repetitive –Primary business functions touch customers –Support functions can go on holidays –Support functions can be centralised

Sample business processes Sell –Lead to quotation to order Manufacture –Plan –Buy –Make –Deliver Finance –Bill customers and collect cash –Approve and pay suppliers –Close period –Report on performance

2. Position and Sell 3. Source and Manufacturing Inventory 4. Fulfill Sales Order 5. Service Aftermarket 1.1.Conceive new products and features (PDS) 1.2.Design New Products and Features 1.3.Build prototype for feasibility study and business case 1.4.Develop microcode and establish test processes 1.5.Integrate new product into organization 1.6.Manage the product life cycle 2.1.Develop marketing strategy 2.2.Develop product strategy 2.3.Launch new products and features 2.4.Develop and conduct marketing programs 2.5.Establish strategic alliances and partnerships 2.6.Acquire, qualify and refer leads 2.7.Develop proposals, solicit orders and close deals 3.1.Develop strategic supplier relationships 3.2.Identify, qualify and select suppliers 3.3.Plan requirements for product, spares, subassemblies and components 3.4.Procure product, spares, subassemblies and components 3.5.Expedite, receive and disposition materials 3.6.Manage the RMA process 4.1.Assemble, test and integrate products 4.2.Receive and process orders 4.3.Allocate, configure and ship customer orders 4.4.Install, establish final configuration and test equipment at customer site 4.5.Bill and collect money 5.1.Prepare services and spares strategy (RSL and field location) 5.2.Remotely monitor customer product performance; diagnose and remedy problems 5.3.Provide post- installation customer service 5.4.Manage customer warranty and maintenance programs 5.5.Provide customer training and education 1. Develop New Products and Features EMC business processes

ERP Fit ERP poses Questionable Issues ERP poses Significant Issues Not part of initial scope 1.0 Develop New Products & Features 2.0 Position & Sell2.0 Position & Sell 2.0 Position & Sell2.0 Position & Sell 4.0 Fulfill Sales Order4.0 Fulfill Sales Order 4.0 Fulfill Sales Order4.0 Fulfill Sales Order 5.0 Service Aftermkt5.0 Service Aftermkt 5.0 Service Aftermkt5.0 Service Aftermkt 6.0 Exec. Planning Cycle6.0 Exec. Planning Cycle 6.0 Exec. Planning Cycle6.0 Exec. Planning Cycle 7.0 Support Enterprise7.0 Support Enterprise 7.0 Support Enterprise7.0 Support Enterprise 3.0 Source & Mfg. Inventory3.0 Source & Mfg. Inventory 3.0 Source & Mfg. Inventory3.0 Source & Mfg. Inventory 3.1 Develop strategic supplier relationships 3.2 Identify, qualify and select suppliers 3.3 Plan rqmts for product, spares, subassemblies & components 3.4 Procure product, spares, subassemblies & components 3.5 Expedite, receive and disposition materials 3.6 Manage the product RMA process 3.7 Approve and pay 1.1 Conceive new products 1.2 Design New Products & Features 1.3 Build Prototype for feasibility study & business case 1.4 Develop software & establish test procedures 1.5 Integrate new product into organization 1.6 Manage the product life cycle 2.1 Develop marketing strategy 2.2 Develop product strategy 2.3 Launch new products & features 2.4 Develop & conduct marketing programs 2.5 Establish strategic alliances & partnerships 2.6 Acquire, qualify and refer leads 2.7 Develop proposals, solicit orders and close deals 4.1 Assemble test & integrate products 4.2 Receive & process orders 4.3 Allocate, configure & ship customer orders 4.4 Install, establish final configuration and test equipment at customer site 4.5 Bill & collect money 5.1 Prepare svcs and spares strategy 5.2 Remotely monitor customer product performance; diagnose & remedy problems 5.3 Provide post- installation customer service 5.4 Manage customer warranty and maintenance programs 5.5 Provide customer training & education 6.1 Develop strategic plans and establish operating goals 6.2 Develop Budgets 6.3 Manage the BRM process 7.1 Forecast, measure and report financial & operating goals 7.2 Procure capital items/leases & other goods & services 7.3 Recruit, hire & retain employees 7.4 Deliver total compensation to employees 7.5 Acquire product patents & copyrights 7.6 Plan for and Deliver facility & infrastructure requirements ERP Fit with core processes

Buy process

Post code stakeholders Sources of data An Post Private Delivery Services Classification systems Emergency services Direct mail Interfaces to other systems EU regulations Post code Ireland Who owns code? Adding new codes?

Electoral poll

Sample Irish Business Addresses