Example case StudySub ID: Subject Name Term Assessment : Case Study Report Example case...

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Example case StudySub ID: Subject Name Term  Assessment : Case Study Report Example case StudyExecutive Summary This report considers a case study by Parkes XXXXXXXXXXof workflow reengineering as undertaken by a university during implementation of a new ERP system; specifically, the report considers aspects of workflow systems, processes modelling, socio-technical considerations, and change management as these apply to this case study. The research demonstrates that workflow systems can provide significant benefits to process improvement through technology that captures and automates many aspects of workflow eengineering and, while they generally require significant investment of resources, can substantially improve the efficiency and effectiveness of these processes.  The report also demonstrates that process modelling is a key aspect of process reengineering, required to effectively explain as-is and to-be processes, and that ineffective modelling is highly likely to esult in failed reengineering, a common outcome of these projects.  The report considers the socio-technical aspects of process reengineering, and demonstrates that situational factors such as political dynamics and organisational culture have a notable effect on process implementation in particular, while technology can act as an enabler of process to counteract these inhibiting factors.  The report also finds that managing organisational change to ensure that promoting factors are enhanced, in order to minimise resistance to change, is critical to successful process implementation, particularly when considering the enablers and baiers to process. The report concludes that, while there were many issues faced, the university was able to demonstrate a successful process implementation in the initial trial phase of implementing an ERP system, utilising workflow systems that improved efficiency of the process, and effective modelling.  The report also concludes that significant baiers were in evidence, particularly when considering technology as a potential enabler of process, along with poorly executed change management and ineffective communication in implementing this process eengineering. It is therefore recommended that: • greater BPR expertise is sought for future projects; • iterative testing of IT throughout implementation is conducted to ensure effective integration of technologies; • communication is significantly improved, and; • change management is actively planned going forward.Example case StudyTable of contents Introduction ....................................................................................................... XXXXXXXXXX1 Workflow Systems ............................................................................................. XXXXXXXXXX1 Process Modelling .............................................................................................. XXXXXXXXXX3 Socio-Technical Considerations ......................................................................... XXXXXXXXXX6 Change Management and Lessons Learned ........................................................ XXXXXXXXXX8 Change Management ...................................................................................... XXXXXXXXXX8 Lessons learned............................................................................................... XXXXXXXXXX9 Social Innovation ............................................................................................ XXXXXXXXXX9 Conclusion and Recommendations ..................................................................... XXXXXXXXXX9 References ....................................................................................................... XXXXXXXXXX11Example case StudyIntroduction The following report is based on the implementation of a workflow system at an Australian University (Parkes XXXXXXXXXXThis report will critically evaluate the process undertaken to upgrade existing information systems with the desired goal of improving workflow processes and to continue being an innovative organisation (Parkes XXXXXXXXXXThis report will address four areas involved in such a project that includes: • The first area for consideration is workflow systems, including the benefits of such these system to the organisation as well as any problems with the design of the workflows.  These will be considered along with a view of the organisation structures where its workflow processes may be affected. • The second is process modelling, including the importance of modelling and system design to process implementation, as well as the techniques used for process modelling and issues identified in the process modelling phase. • The third will take socio-technical considerations and discuss organisational politics that may arise during implementation, how they can be counteracted, and how technology can enable processes and any social impacts created from the implementation of new technology. • The final consideration will evaluate the change management involved in such a project and the lessons learned by the organisation.  This section will consider the process of managing change within the organisation, the enablers and baiers of such a change, and the social innovation and responsibilities of the organisation and how this can be incorporated into process implementation. Workflow Systems A workflow trial and project was undertaken by a university located in Australia, known for its innovative use of technology and being an early adopter of technology generally; some examples of technology implemented include a staff intranet, online enrolments, as well as having a comprehensive presence online (Parkes XXXXXXXXXXThe university has also undertaken other projects to continue its innovation with technology, for example, a major multi stream project was undertaken to upgrade its financial systems.  The university considered this an important project as the financial system’s effectiveness allowed further projects to be undertaken as well as the upgrades offering new advanced tools that could be utilised for process improvement (Parkes 2004). Example case StudyAlthough the university was supportive of the project to upgrade and implement new systems, it faced several challenges to the successful completion of such a project; for example, the university had difficulty recruiting suitable business analysts with the level of expertise equired for such a project

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Executive Summary
The customer relationship management was Spread all over the globe in the mid 90’s. Organizations always have discussions about the features of customer relationship management which must be included and the technology which can be involved in implementing the system. The discussion over the features have resulted in different perspectives to decide how the utilisation of the system can be made full potential in the most efficient way and this reduced different systems of the customer relationship management on stop the challenge is not to create but to implement a system in the organization with less risk as much as possible and without having any resistance from the employees. This report includes the basic information about the customer relationship management and its different systems. I have written about the different types of system and their benefits for the organization. There are few challenges also want improvement in the CRM which are also included. There are various systems has the focus is to find out the most recurrent issue and the best possible system for the organization to help them in managing their relationship with the customers. 
Contents
Executive Summary	1
Introduction	1
CRM	3
Customer in focus	4
Importance of Customer Relationship Management	4
Examples of CRM	6
Challenges	7
Conclusion	9
Introduction  
The customer relationship management system was created in the early 1990’s. this system spread like a fire across the globe. This system is also known as the digitalised knowledge base for the staff to gain the advantages of the needs of customer and the possible ways which can be used to meet the needs the CRM system is helpful in providing the powerful competitive advantages which can be utilised by the organization to survive in the market (Becker, J. U., Greve, G., & Albers, S.). The main focus of the customer relationship management system is to track all the interactions which are done between the organization and customer and it also allows the employees find out the information about the customers and their history of interest. There are different competitive advantages which can be gained from using the CRM system by the organization. It helps to increase the loyalty of the customer, superior information gathering for better service providing, knowledge sharing and learning in the organization. When this concept was introduced no one had idea about what it should include, and it was at topic for the debate to find out how much an organization Should be involved in the system. but once the companies released the benefits of the basic CRM it helped them to directly implement its infrastructure into the organization. Vtiger, SugarCRM, Microsoft Dynamics, Salesforce, Maximizer, Sage are few names of the well-known systems. The CRM provides different benefits but still the organizations failed to implement the system successfully. The reason of failure of the systems due to the lack of knowledge and research, lack of the skills for project management, lack of the commitment and few others. If the organization have complete information about the difficulties, traps, and the mistakes before implementing the CRM system then they can avoid wasting the money and time. It is important to explore the CRM and all its related features before implementing it which means that the topic must be explored in detailed level. This report is to highlight some difficulties which can be faced in the implementation and all the challengers which may take place during the implementation phase. As the CRM system has multifaceted nature it is important to find out the path which is best for the organization. It is important to understand what organization wants and how the technology should be entangled in the organization (Almotairi, M). 
CRM 
The CRM can be defined as the combination of technology, processes and people which altogether combined to understand the customer of the company and their needs. It is an approach which mainly focuses on managing the relationship with the customer and all the methods which can be used to develop and retention the relationship. If the implementation is done correctly then the organization gain loyalty of the customers and long term profitability will stop the basic components of the CRM system are cross functionality, customer focus and company wideness which gives the organization up base of information to ease all the processes performed across the company. The customer relationship can be defined as a business strategy which helps to improve the profitability and focuses mainly on the customer needs and also helps to create attentive relationship between the organization and customer. It involves a personalised approach for the whole life cycle. It is also described as a process which is used by the companies to understand the customer groups and respond to their queries instantly to shift the desires.

Example case Study Sub ID: Subject Name Term Assessment : Case Study Report Example case Study Executive Summary This report considers a case study by Parkes XXXXXXXXXXof workflow reengineering as...

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