The implementation of enterprise resources planning : cooperating with the business process reengineering management to enhance customer satisfaction

Pao Yue-kong Library Electronic Theses Database

The implementation of enterprise resources planning : cooperating with the business process reengineering management to enhance customer satisfaction

 

Author: Chan, Yeuk-sze Venus
Title: The implementation of enterprise resources planning : cooperating with the business process reengineering management to enhance customer satisfaction
Degree: M.Sc.
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations
Reengineering (Management)
Customer services
Consumer satisfaction
Department: Graduate School of Business
Pages: 87 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1781751
URI: http://theses.lib.polyu.edu.hk/handle/200/1998
Abstract: Growing importance of customer relationship building has become a crucial factor for a successful business nowadays. This relationship needs to be established and maintained throughout the pre-production, postproduction process. While on time delivery can be identified as the critical factor to fulfill the basic requirement for customer satisfaction. Right goods with right quality and quantity delivery at right time and place with right price to right customers (Seven Rights theory by George A.Gecowets 1979). We may ask "How crucial is the on time delivery?" It helps to create the first impression of goods and services of any company when a customer places an order. In fact, on time delivery cannot be easily achieved. Any discrepancies during the production process will cause delay of delivery. Such delay could be occurred in the process of sourcing, production, quality control, spot-checking and transportation. Any failure throughout the process may cause dissatisfactory. To further analyze on it, a company with its own manufacturing facilities is considered. LY Jewelry Company, a company facing a good timing performance failure now is trying to identify the reasons. Enterprise Resources Planning (ERP) as a multi-modular information system enables integration between Business-to-Business (B2B) and Business-to-Customer (B2C) and also linkage with other enterprise. Through system configuration, companies could share integrated information to achieve customization. To ensure the implementation of ERP, Business Process Re-engineering (BPR) usually correlated with each other, but how two concepts well apply in one company so that to value-add the services provided to customers. This report analyzes ERP implementation, which is one of solution to upgrade the service provided by a company. Besides, I will like to discuss how Business Process Management (BPM) goes along with it. Furthermore, investigate the three-concept and how they are inter-related. How this could achieve higher customer satisfaction. Also, identify the major problem encountered and suggested future directions for Enterprise Resources Planning and Business Process Management. The report has explained the result of significant improvement on company performance and customer satisfaction after Business Process Re-engineering, Total Quality Management and Information Systems Planning of LY Jewelry Limited.

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