Supply chain management ,BPR and CRM 1

Supply Chain management, Business process reengineering and customer relationship management


In the today’s world the success of any organization is depend on the success of its Supply chain management , The business process reengineering and the better customer relationship management. The supply chain management is used as a tool to take the competitive advantage. The duck worth group can deploy the Customer relationship management (CRM)in the following way:
the group has to develop the realsation plans
it has to develop the relationship models
it has develop the relation ship metrics
The group has to develop the train and market relationship model
The group has to implement the relationship modelso as to achieve the better result for the group.
After implementation of the system , it is very important to monitor the implementation programme.


After the introduction of the KM system in the group it is important to establish the CRM in the organization. For this purpose it is necessary to establish the E-CRM (Electronic Customer Relationship management) in the Duckworth group because it will be required for the company seeing its expansion as global organizations. The diagram given below is explaining relationship between the supply chain management, customer relationship management and BPR. BPR is a formal technique to reassess the existing process and devise new process. The group has to reassess its all the existing process and to devise a new process keeping in mind the global challenges.
Operations
It includes the Banks, Audit, insurance, advertisement and agents
Influences
-investors
-press,
Consultants
And trade
Customer/ channels
-End user
-VARS
Supply chain:
-Suppliers
-Logistics
-Manufactures

Extending the value chain for supply chain management to different departments such as:

Product development, manufacturing
And research
Finance HR MIS and administration.
Sales force auto mation
Andmarketing
Vendor group:
Management, billing call center and customer care
Connecting the Duckworth group
Thus for achieving the above purposes the group has to take the following steps:
System analysis
Awareness
Project management
Training management
Implementation
Vendor management.
The seller chain
The buyer chain

The seller chain :it includes terms negotiations, market stimulation, market product research, customer service and support,order schedule aned fulfilling the delivery, Order billing and payment management and order selection and priority.

The buyer chain: the buyer chain includes the product discovery, product receipt, customer service and support, receiving the order payment and placing the new order.

The company has to create the value chain according to the porter model:
The Primary Activities :
in bound logistics
operations
outbound logistics
marketing and sales
Service to the customers
The Support Activities:
Duckworth infrastructure
HRM
Technological development
Procurement

Source: Peter Michael,E comptetive advantage, free press newyork1985 p.37

The supply chain management is the combination of material management and end product distribution which constitutes the two vital components of the business process and form the key task at the front and back ends of the process respectively. The supply chain constitutes a value delivery network. The group has to formulate the supply chain keeping in view the global expansion plan of the group. The group has to open new ventures in India, Africa , and USA so that it can cater the needs of the whole market and this can be possible only by having a supply chain management system..