An operation is composed of processes designed to add value by transforming inputs into useful outputs. Inputs may be materials, labour, energy, and capital equipment. Outputs may be a physical product (possibly used as an input to another process) or a service. Processes can have a significant impact on the performance of a business, and process improvement can improve a firm's competitiveness.
The first step to improving a process is to analyse it in order to understand the activities, their relationships, and the values of relevant metrics. Process analysis generally involves the following tasks:
· Define the process boundaries that mark the entry points of the process inputs and the exit points of the process outputs.
· Construct a process flow diagram that illustrates the various process activities and their interrelationships.
· Determine the capacity of each step in the process. Calculate other measures of interest.
· Identify the bottleneck, that is, the step having the lowest capacity.
· Evaluate further limitations in order to quantify the impact of the bottleneck.
· Use the analysis to make operating decisions and to improve the process
Enterprise resource planning (ERP) is an integrated computer-based system used to manage internal and external resources including tangible assets, financial resources, materials, and human resources. It is a software architecture whose purpose is to facilitate the flow of information between all business functions inside the boundaries of the organization and manage the connections to outside stakeholders. Built on a centralized database and normally utilizing a common computing platform, ERP systems consolidate all business operations into a uniform and enterprise wide system environment. Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.
Workflow management is a system of overseeing the process of passing information, documents, and tasks from one employee or machine within a business to another. Through proper workflow management, each of these employees or machines will pass the work on according to a predetermined procedure. As technology advances, much workflow management has become automated and takes advantage of special software to make the process much smoother
Reference:-
http://en.wikipedia.org/wiki/Customer_relationship_management
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