PINTO NETO, José Albuquerque. A análise da pré-venda na comercialização/aquisição de sistemas ERP nas empresas de Fortaleza. 2007. 127f. ; Dissertação (mestrado) - Universidade Federal do Ceará, Faculdade de Economia, Administração, Atuária, Contabilidade e Secretariado, Fortaleza-CE, 2007. / Submitted by Dioneide Barros (dioneidebarros@gmail.com) on 2016-03-03T13:53:56Z No. of bitstreams: 1 2007_dis_japintoneto.pdf: 780048 bytes, checksum: 258dc0b7215853d521cf263c912168aa (MD5) / Approved for entry into archive by Dioneide Barros(dioneidebarros@gmail.com) on 2016-03-09T15:05:36Z (GMT) No. of bitstreams: 1 2007_dis_japintoneto.pdf: 780048 bytes, checksum: 258dc0b7215853d521cf263c912168aa (MD5) / Made available in DSpace on 2016-03-09T15:05:36Z (GMT). No. of bitstreams: 1 2007_dis_japintoneto.pdf: 780048 bytes, checksum: 258dc0b7215853d521cf263c912168aa (MD5) Previous issue date: 2007 / This dissertation makes the analysis of pre-sale phase during the sale and during the acquisition of ERP systems at companies of Fortaleza, researching in the clients of one of the largest brazilian software organization. These companies showed how was the commercial process, and how ERP system was implemented. This dissertation has the objective of contribution to increase knowledge about ERP Systems, and looks for an analysis of one of the main phases of selling ERP systems : the pre-sale. The companies that develop ERP systems see this commercial phase as one of the most important, because it is the phase when the client is qualified. At this moment, the developers and the clients know each other, change information, doubts, what the client needs, opportunities, problems and solutions. During the commercial process, the commercial team creates expectation in the client about the product. The small companies knowledge about this process, and the presentation capacity of commercial team showing the system as the solution for company problems, are a big step to create stress at the moment of ERP system implementation. When a company buys an ERP system, the thinking of the client is that ERP system brings the best practices making that companies give priority to buy only software and hardware. The users capacities, the management of changes, and the investment in time to people explore the potential of the ERP system stays at second plan. This dissertation looks for to explore these points and take conclusions about how to minimize these problems yet at the commercial phase, using a research at 20 companies that use this ERP system and two studies case, one with two researched companies, and one with the ERP developer. The study discovered that, after research and interviews, the data survey and sincerity at clients are the most important actions to minimize the implementation problems. This thesys take conclusion that a well done presale is very important to become easier the system implementation phase. / Esta dissertação analisou a pré-venda na comercialização e na aquisição de Sistemas ERP nas empresas de Fortaleza, pesquisando junto aos clientes de um dos maiores fornecedores de Sistemas ERP no Brasil, como essas empresas-clientes analisavam o trabalho comercial feito pelo fornecedor e pela própria empresa-cliente, e a forma como o Sistema ERP foi implantado. Essa dissertação tem como objetivo contribuir para aumentar o conhecimento sobre sistemas ERP, e é voltado para a análise de uma das principais etapas na comercialização de sistemas ERP: a pré-venda. A maior parte dos fornecedores de sistemas ERP enxerga esta etapa de comercialização como uma das mais importantes por se tratar do momento de qualificação do cliente. Momento esse em que fornecedor e cliente se conhecem mutuamente, buscam a troca de informações, dúvidas, necessidades, oportunidades, problemas e soluções. Durante o processo de venda, a equipe comercial cria uma grande expectativa em relação ao produto. A falta de conhecimento dos tomadores de decisão, aliada a capacidade dos vendedores de apresentar o produto como a solução dos problemas do cliente, é um caldo fértil para os desgastes comuns a um futuro processo de implantação. Ao adquirir um sistema ERP o pensamento da empresa-cliente é de que a ferramenta traz consigo as melhores práticas, fazendo com que as empresas priorizem investimentos em software e hardware. A capacitação dos usuários, a gestão da mudança, o investimento em tempo para que as pessoas possam explorar a fundo o potencial de cada ferramenta ficam em segundo plano. Essa dissertação procura explorar esses pontos e chegar a uma conclusão sobre formas de minimizar esses problemas ainda na etapa de comercialização através de pesquisa junto a 20 empresas usuários desse sistema ERP, e duas entrevistas, um com duas empresas pesquisadas anteriormente, e outro com o fornecedor. A conclusão alcançada, após a pesquisa e as entrevistas, mostra que o levantamento detalhado e a transparência junto ao cliente são as principais ações de pré-venda que minimizam os problemas de implantação. Esta dissertação leva a conclusão que a pré-venda bem realizada é muito importante para orientar e facilitar a fase de implantação do sistema.

The Printing and Packaging Industry in South Africa has become very competitive over the last decade. Imports and the move towards environmentally friendly packaging have put additional strain on certain sectors of this industry. EH Walton Packaging (Pty) Ltd is one of oldest converters in the industry, established in 1845, and has always been a leader with regards to new technology. It has grown from a small, family business to one of the biggest and most respected in South Africa, but it is still a private company. Due to the rapid growth the shareholders approved a multi-million rand expansion project in 2000. After completion the anticipated increase in shareholder value did not materialize, even though the production facility is always busy. The objective of this research study is to demonstrate to senior management that quality does not end with accreditation of ISO 9001:2000, but that total quality management is invaluable as a business strategy to reach world class manufacturing standards and to sustain organisational excellence. The research will investigate the origins and development of total quality management and world-class manufacturing and extract the most important elements that form the basis of sustainable competitiveness, as well as research done on the reasons why businesses fail. These elements will be further investigated, with special emphasis on the African/South African environment. Research showed that sustained excellence in business and quality is based on customer focus, guided by strategic planning, with leadership at the core, enhanced by philosophy, employee improvement and involvement, and quality assurance. Failure of achieving excellence is best summarized by Deming’s Seven Deadly Sins. The case study approach that was followed to determine the status of total quality elements within the company yielded contrasting results. A number of the “sins” were identified as present in the business strategy; levels of leadership varies from traditional Summary to high performance; understanding of where the company is heading is fragmented; there are no social programs in place and training only concentrates on apprenticeships and not on developing shop floor skills – to mention a few. Surprising is the world-class orientation with regards to customers; but again, this is contrasted with the lack of active customer satisfaction initiatives. The study concludes that although many negative aspects exist and that the prevailing culture does not appear to support change towards world-class growth, there is an element of positive energy among employees. Most of the employees who participated in the study believe that the company has a bright future. It is these attitudes that must be used to drive change, with a clear vision, good strategies and world-class leaders.

This research examines WHY and HOW a new approach to Enterprise Strategy and IT planning can be adopted in the European national financial sector by using Enterprise Architecture (EA). EA has been promoted as a key tool for transformation and modernisation of the enterprise. By following best practices from successful case studies and the European Central Bank (ECB), the claim is that the adoption of EA will ensure that IT resources and business processes are planned, leveraged, and coordinated better in national financial sectors. In our five supporting papers, several qualitative case studies in Europe were investigated by applying an interpretive perspective. According to common belief EA connects business and IT; it is an important tool for survival and growth. Many EA endeavours, however, fail. The question is how can risks of EA implementation failure be reduced at an early stage? Underlying questions concern: why would a particular organisation need EA, can implementation risks be identified and are solutions available to reduce the failure rate? In order to answer research questions a literature study is performed to build the Business Transformation Enablement Program framework (BTEP). It advocates deliberate motivation, active risk management and an iterative and incremental implementation of EA. Next to the literature, the framework is validated through the Small National Bank (SNB) implementation. Data was collected in both structured, semi-structured and ad-hoc methods. Grounded theory techniques were used to analyse the data logically, using existing theory only as prior constructs. The theoretical abstractions, generalisations and experience generated in the research process have been published and availed to specialised groups.

This research takes the initial steps of evaluating resource planning for service operations in which the client is a direct resource in the service system. First, this research examines the effects of client involvement on resource planning decisions when a service firm is faced with efficiency and quality considerations. We develop a non-linear, deterministic, single-stage planning model that allows for examination of trade-offs among client involvement, efficiency and quality. Policy recommendations give service firms better insights into setting workforce, client intensity, and service generation levels. Second, we examine the sensitivity of estimates of technology functions to data analysis and make policy recommendations to service providers on how to allocate resources when there are technology function uncertainties and uncontrollable inputs. Results show that resources are allocated to compensate for technology function uncertainties. Third, we gain insights as to how resource decisions are made for multiple stages and for multiple clients. We extrapolate theoretical findings from the single-stage planning study to determine resource allocations across multiple services and stages. Results show that when the dynamic program in the single-stage study is extended there is trade-off between the cost of capacity changes and profits across multiple stages. / Ph. D.

No / Enterprise resource planning (ERP) is a system designed to bring processes and resource together by sharing data and information across functional areas. The use of ERP consultancy is becoming essential to the enterprises in China. However, many issues have risen in the process of ERP implementation. This paper aims to investigate the major obstacles in the way of ERP implementation among ERP consultancy and client organisations. It has found that the quality of Chinese consultancy is far from that expected as leading ERP products were not widely mastered by consulting firms. Efficient information system is essential for companies to stay in the competition. However, transparent information flow across functional areas is hard to achieve in China. A good understanding of ERP system and business processes can help Chinese enterprises to ease unrealistic expectations from ERP implementation.

The focus of this research questions the role of change management in successfully implementing an Enterprise Resource Planning solution in the retail industry. The importance of the study could reveal a change approach more useful and relevant to the retail industry and offer opportunities for further research in this industry. / Graduate School of Business Leadership / MBA

Enterprise resource planning (ERP) systems are regarded as among the most innovative information technology products developed over the past two decades. Thus, they have become the backbone of management information systems in the organizations that have implemented them. The difficulties associated with their high failure rate, however, have been the subject of extensive studies. To expand on this knowledge, this study has two research objectives: to examine the relationship between corporate governance structures and implementation results and to investigate whether implementation outcomes vary by country. This study focuses on the project steering committee’s involvement, internal auditors’ participation, and the change management plan implementation. The results demonstrate that steering committee involvement is a primary factor that influenced the success of ERP implementation; and that institutional factors in country of deployment are important determinants of ERP project outcome.

Atenção especial tem sido dada às atividades de documentação e suporte a projetos em Engenharia de Software, principalmente quando estão relacionadas a sistemas complexos e equipes distribuídas. Geralmente apenas se registram as informações relativas às decisões finais de determinada fase. Não são documentadas as razões de cada decisão e nem as alternativas que foram consideradas e descartadas. A captura e recuperação, de maneira eficiente, deste tipo de informação é a finalidade do estudo do Design Rationale. O registro destas informações pode facilitar a manutenção, o reuso e também a própria fase de elaboração do projeto, na medida em que possibilita um melhor entendimento do sistema, por meio da disseminação de conhecimento, comunicação e integração entre a equipe de projeto. A questão é quando e como capturar estas informações sem muita interferência junto às atividades usuais dos projetistas, a fim de que os benefícios possam superar os custos envolvidos nesta tarefa. O presente trabalho tem como objetivo mostrar com razões plausíveis a grande utilidade da aplicação da técnica de Design Rationale em projetos de sistemas ERP, propondo um novo modelo de representação das decisões de projeto para estes sistemas. / Special attention has been given to documentation and support activities in Software Engineering design, mainly when they are related to complex systems and distributed teams. Usually, information related to the final decisions of each phase is registered. However, the reasons of each decision and the alternatives that were considered and discarded are not documented. Capture and recovery of this type of information, in an efficient way, are the purposes of the Design Rationale study. Recording this information can facilitates maintenance, reuse and even the design phase, providing a better understanding of the system, by knowledge spread, communication and integration among the project team. The main concern is when and how to capture this information with low interference in designers\' usual activities, so that benefits can overcome costs involved in this task. The purpose of the present work is to show with plausible reasons the great usefulness of the application of Design Rationale technique in ERP systems design, proposing a new representation model for recording design decisions in these system.

The focus of this research questions the role of change management in successfully implementing an Enterprise Resource Planning solution in the retail industry. The importance of the study could reveal a change approach more useful and relevant to the retail industry and offer opportunities for further research in this industry. / Graduate School of Business Leadership / MBA

Atenção especial tem sido dada às atividades de documentação e suporte a projetos em Engenharia de Software, principalmente quando estão relacionadas a sistemas complexos e equipes distribuídas. Geralmente apenas se registram as informações relativas às decisões finais de determinada fase. Não são documentadas as razões de cada decisão e nem as alternativas que foram consideradas e descartadas. A captura e recuperação, de maneira eficiente, deste tipo de informação é a finalidade do estudo do Design Rationale. O registro destas informações pode facilitar a manutenção, o reuso e também a própria fase de elaboração do projeto, na medida em que possibilita um melhor entendimento do sistema, por meio da disseminação de conhecimento, comunicação e integração entre a equipe de projeto. A questão é quando e como capturar estas informações sem muita interferência junto às atividades usuais dos projetistas, a fim de que os benefícios possam superar os custos envolvidos nesta tarefa. O presente trabalho tem como objetivo mostrar com razões plausíveis a grande utilidade da aplicação da técnica de Design Rationale em projetos de sistemas ERP, propondo um novo modelo de representação das decisões de projeto para estes sistemas. / Special attention has been given to documentation and support activities in Software Engineering design, mainly when they are related to complex systems and distributed teams. Usually, information related to the final decisions of each phase is registered. However, the reasons of each decision and the alternatives that were considered and discarded are not documented. Capture and recovery of this type of information, in an efficient way, are the purposes of the Design Rationale study. Recording this information can facilitates maintenance, reuse and even the design phase, providing a better understanding of the system, by knowledge spread, communication and integration among the project team. The main concern is when and how to capture this information with low interference in designers\' usual activities, so that benefits can overcome costs involved in this task. The purpose of the present work is to show with plausible reasons the great usefulness of the application of Design Rationale technique in ERP systems design, proposing a new representation model for recording design decisions in these system.