SYNOPSIS

A STUDY ON EFFECTIVE TRAINING METHODS FOR

EMPLOYEES BEFORE AND AFTER IMPLEMENTATION
OF ERP AND CRM PACKAGES
AT
Company name
A Synopsis Submitted to the Bangalore University on partial fulfillment
for the Degree of Master of Business Administration
Submitted By
Name
Reg. No
Under the Guidance of
Guide name
(Assistant Professor)

(2010-2012)

BANGALORE INSTITUTE OF MANAGEMENT STUDIES

#35, Opp R.V. College of Engineering
Mysore Road Bangalore- 59.

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TITLE OF THE PROJECT:A STUDY ON EFFECTIVE TRAINING METHODS FOR EMPLOYEES

BEFORE AND AFTER IMPLEMENTATION OF ERP AND CRM PACKAGES

THEORETICAL BACKGROUND OF THE TOPIC:

ERP: Today's most successful companies understand and practice enterprise application
integration through innovative approaches and techniques Until recent years, packagedsoftware vendors concentrated on one application or a suite of applications that they
automated without regard to other applications that a company might have in its systems
portfolio. Consequently, large corporations that purchased and installed packaged
applications found themselves with islands of data and processing that must be bridged to
other islands. As these bridges grew, the maintenance of a system and its interfaces also
grew to take up more and more resources. In response to this dilemma, software vendors
expanded their offerings to include all or many of the related applications that a company
would require, delivering them pre-integrated by the vendor.
Companies undertake ERP implementations when they need to integrate multiple systems
quickly. Sometimes business competition forces companies to undertake ERP initiatives
when competitors, because of tight integration of their own systems, can offer more
desirable services and product features. At other times, technological advances require
that a company upgrade all its systems to keep up with new opportunities.
CRM: Customer Relationship Management (CRM), a concept that has been around since
the mid 90s, has its roots in the technology of sales automation and call center operations.
At that time, it was thought that merging the customer data from the field (sales) with the
call center interactions would result in more informed interactions with the customer. The
concept resonated with user organizations and soon mergers and acquisitions created a
host of software vendors all claiming to have an integrated set of capabilities that became
known as CRM. Enterprise Resource Planning (ERP) vendors realized that the 360degree view of the customer has to include transaction data, so they have likewise
developed an integrated package with CRM capabilities.
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CRM effectively deals with the Customer Interactions and Customer Relation in which
the sales force will be the Functional part of it. Upon implementing the CRM in a
particular Organization the sales team will carry upon the further actions to be followed.

STATEMENT OF PROBLEM:
The Industries and Companies which are focusing on the integration of all the processes
existing within them and try to automate all the processes will look for the Enterprise
resource planning. The product features and the solutions will be required in a
complicated manner and the requirements should be fulfilled effectively to automate the
processes.
With the increasing demand for organizations needing multiple ERP systems for
accomplishing their business goals; the need for an integrated ERP system becomes a
priority.
Common ERP Implementation Pitfalls/Constraints
Typical ERP implementation Project Plans only look at the ERP implementation as a data
conversion and systems conversion exercise; at least they consider that to be the biggest
portion of the Implementation project. The logic for such an approach is that the key
portion of the project is to migrate data from the Legacy system to the ERP system and
purchase new hardware/software for the new system requirements of the ERP system(s).
This rationale does satisfy the immediate needs of the ERP implementation; but definitely
falls short of the demands for an efficient enterprise.
Some problems that the common ERP implementation approach overlooks are1. Need to perform Gap Analysis to find out the gaps between baseline business process
and the new business processes offered in he ERP system
2. Need for Application Development Standards and Practices in the New Environment
3. Need for Enterprise Application Integration Architecture in the New Environment
4. Need for development and implementation of a migration strategy to convert the
existing interfaces and reports to the New Environment
5. Need for re-engineering the existing in-house systems to migrate/convert over to the
new ERP environment.
The industries which look for the automation of the sales force will focus the
CUSTOMER RELATIONSHIP MANAGEMENT. The sales force which act as the

main part for the customer interactions and customer relations should possess the
solutions correctly and implement the product.

LITERATURE REVIEW:
According to primary definition, An ERP implementation is a complex Resource
consuming risky activity, and to make that implementation successful the company must
follow a sound methodology.
According to researchers, an effective implementation consumes time, effective
work and cost. Upon effective implementation, the organizations adoption policies should
be well- informed.
ERP implementation includes pre-evaluation, screening of ERP packages,
Package evaluation, project planning, gap analysis, business process Reengineering,
installation and configuration, training of implementation team, Testing, going live, end
user training, and post implementation.

OBJECTIVE OF THE STUDY:

To study the advantages of ERP and CRM.

To analyze the required ERP solutions.

To analyze the required CRM solutions

To study the steps required for successful ERP and CRM implementation.

To perform a to-do check and process implementation.

SCOPE OF THE STUDY:

The scope of the study is to cover ERP implementation towards existing and
new organizations.

To study also helps to know about the ERP implementations in various

organizations.
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Study

also

helps

internal

and

external

factors

influencing

ERP

implementation.

To know about the effective implementation of the CRM solutions in various

sales activities.

METHODOLOGY OF RESEARCH:
SAMPLE AND DATA COLLECTION:
Primary data
The study completely based on secondary data. So there is no primary data to be
collected.
Secondary data
The secondary data will be collected from source such as

www.wikipedia.org

www.microsoft.com

www.businesssystems.com

www.crmsolutions.com

www.google.com

TOOLS FOR DATA ANALYSIS:

The data will be analysed with the statistical tools such as co-relation, regression, moving
average etc. And also Graphs, charts will be used to manifest the analysed data.

NEED FOR STUDY:

ERP:
To know about the Integration of all the systems running in a different locations and
automating the processes in an organization.
To know about the Transparency in an organization.
To effectively know about the different ERP solutions and their implementations.
CRM:
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To know about Managing and automating the sales activities in an Organization.

To effectively know about the customer interaction and maintenance of customer
relationship.
To know about the specific requirements required for CRM.
To know about the successful implementations of CRM solutions.

LIMITATIONS OF THE STUDY:

Study restricts to time.

Data collected is restricted to available respondents.

Irrelevant response from respondents.

Only particular area of study is available.

Inherent limitation & Statistical analysis.

EXPECTATION OF THE STUDY:

To know the ERP implementation towards various departments of the respective

organization.

To understand ERP system perception towards new sales organizations.

To understand the behavior of the CRM solutions and their implementations.

To know about feedback of the employees.

To understand employees mindset on new ERP and CRM packages

To understand advantages and disadvantages of ERP and CRM.

CHAPTER SCHEME
1. Theoretical Background of the Topic
2. Statement of the Problem
3. Review of Literature
4. Objectives of the Study
5. Scope of the Study
6. Methodology of Research
6.1 Sample and Data Collection
6.2 Tools for Data Analysis
7. Limitations of the Study
8. Expected Outcomes of the Project

Signature of the student

Signature of the guide