Professional Documents
Culture Documents
Learning Objectives
Describe the unintegrated sales processes of Fitter
Snacker , a fictitious company.
Explain why unintegrated Sales and Marketing
information systems lead to company-wide
inefficiency, higher costs, lost profits, and
customer dissatisfaction
Discuss sales and distribution in SAPs R/3
system, and explain how integrated data sharing
increases company-wide efficiency
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Learning Objectives
Describe how SAP R/3 processes a standard sales
order
Describe the benefits of Customer Relationship
Management software, a useful extension of ERP
software
Receiving
Returns
Warehouse
Sales
Pick,
Pack and
Ship
Fitter Snackers
Sales Process
Accounting
Invoice
Payment
Warehouse/Order Filling
Packing lists/shipping labels manually
sorted
Small order process and large order process
Inventory managed by Access database
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Warehouse/Order Filling
Problems
Picker may not report breaking case down
for small order
Perishable product requires low inventories
Out of stock decision:
Partial shipment
Change production schedule
Wait until full order can be shipped
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Pre-Sales Activities
Inventory Sourcing
Payment
Billing
Delivery
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Pre-Sales Activities
Inquiry or Quote (binding)
Marketing Activities
Tracking Contacts
Sales Calls
Visits
Mailings
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Inventory Sourcing
Check of inventory, orders and production
to see if order can be delivered when
customer desires
Includes shipping and considers
weekends/holidays
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Delivery
Releasing documents to warehouse to
initiate pick, pack and ship
Sequenced and grouped for warehouse
operation efficiency
Materials Management module carries out
picking, packing and shipping
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Billing
Sales order data copied to invoice
Can be printed and mailed, faxed or
transmitted electronically
Accounting records updated
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Payment
Payment may be physical check or
electronic
Cash debited and customer account credited
Quick processing avoids credit check
problems
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Sold-to party
P.O. Number
Required Delivery Date
Material
Order Quantity
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Master Data
Master data is stored in a central database
that is accessed by all modules
Customer Master Data and Material Master
Data are primary data sources for Sales
Order Processing
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Organizational Structures
Organizational structures allow the R/3
system to control the sales order process
pricing, minimum orders, etc.
Distribution Channel defines the way that
materials move between the company and
customers
Wholesale Distribution Channel
Direct Sales Channel
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Document Flow
Sales order process creates numerous
documents
- Sales Order
- Delivery
- Goods Issue
- Invoice
- Payment
- RMA
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Customer Relationship
Management (CRM)
ERP provides means to manage all data relating to
a customer to improve the quality of the
interaction
CRM Activities include:
One-to-One Marketing
Sales Force Automation
Sales Campaign Management
Marketing Encyclopedias
Call Center Automation
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CRM Benefits
Lower Costs due to better use of sales and
marketing resources
Higher Revenue by improving the
effectiveness of marketing efforts
Improved strategy and performance
measurement by changing management and
staff focus
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Chapter Summary
Fitter Snackers unintegrated information
systems lead to inefficiencies and reduced
customer satisfaction
An ERP system like SAPs R/3 views sales
as a process, providing timely, accurate data
and automating error-prone tasks
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Chapter Summary
Configuration decisions must be made
during installation to match the companys
practices and policies
The ERP systems central database
maintains master data used by all areas of
the company
CRM software builds on ERP data to
improve marketing effectiveness
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