Customer resource management
supply change management
Task 1: Discussion Question (Max 10 mins)
- What are the motivations for an organization to have a good supply chain management (SCM) system?
- 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 FromMOTIWALLA, L. F. & THOMPSON, J. 2001. Enterprise Systems for Management, Pearson. Chapter 12.Page 348 (Max20 mins)
- What was wrong with Plexipave’s CRM strategy?
- What was wrong with the 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)
- What are the costs involved in the TJX network breach?
- As this investigation unfolds, research the additional costs or revenue loss to TJX and the credit card companies involved.
- What should TJX have done to prevent this breach from occurring? Could they have stopped it?
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