Tutorial on CRM and SCM
1. What are the motivations for an organization to have a good supply chain management (SCM) system? 2. What are the elements and benefits of SCM integration? Why is it necessary for an organization to have a good customer relationship management (CRM) system? How does CRM impact the company’s bottom line or performance? Task 2: Case Study Questions: PLEXIPAVE From MOTIWALLA, L. F. & THOMPSON, J. 2001. Enterprise Systems for Management, Pearson. Chapter 12. Page 348 (Max 20 mins) What was wrong with Plexipave’s CRM strategy? What was wrong with McGraw-Hill/Siebel hosted CRM Application? Do you think Plexipave should have implemented another CRM system? Provide detailed recommendations. Task 3 : Case Study Questions: Zara From MOTIWALLA, L. F. & THOMPSON, J. 2001. Enterprise Systems for Management, Pearson. Chapter 11. Page 327 (Max 20 mins) Discuss the role of SCM in the retail industry. Give examples from the two cases. Discuss the role of Zara’s SCM system. Suggest how it can be improved. Briefly discuss the supply chain problems faced by The Limited. Task 4: TJX Case Study Questions: From MOTIWALLA, L. F. & THOMPSON, J. 2011. Enterprise Systems for Management, Pearson. Chapter 10 (Max 25 mins) 1. What are the costs involved in the TJX network breach? 2. As this investigation unfolds, research the additional costs or loss of revenue to TJX and the credit card companies involved. 3. What should TJX have done to prevent this breach from occurring? Could they have stopped it?