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论文作者:www.51lunwen.org论文属性:硕士毕业论文 dissertation登出时间:2015-04-13编辑:felicia点击率:17132
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As a window manufacturer, Roto is using the application of the 3E-Look Window software for capacity planning, production controlling and assembly planning. At the end of the production process, the cost will be determined by a post-calculation. The powerful window software is compatible with all windows-based Enterprise Resource Planning-systems (ERP) and the MS Access as well as MS SQL bases.
The SAP (ERP) applications are the most significant IT tools at Roto and affect the cross-departmental business processes sustainably. Appendix 4 illustrates the usage of SAP in selected Roto departments. However, in spite of the efficient process optimisation, the SAP applications include limitations such as possible erroneous data and the accounting control by the workflow takes a long time and requires intensive research on the price verification. Based on the cost intensity and restricted licensing, the access to the SAP system is restricted and a limited number of employees are be able to work with this application.
A further common application at Roto is the Customer Relationship Management (CRM)
by Siebel. The figure below represents the architecture, systems and interfaces.
Siebel Web ClientSiebel ServerSAP ERP
Siebel Mobile ClientMS Access
Lotus NotesSAP Business
Information Warehouse (BW)
(Adapted from internal information, Roto 2010 at www.slideshare.net)
At a high level, the Siebel architecture consists of ‘Web clients that access the business data, a web server that handles interactions with the Web clients, servers that manage the business data and provide batch and interactive service clients as well as a relational database and file system that store business data' (, 2008). For the implemented Siebel components at Roto, see Appendix 5.
Roto sales representative will be supplied with information about customers, number of sales and revenue figures. On the other side, they are responsible to report all relevant customer data and activities to the Roto management in relation to the view of the market, competition assessment, budget and acquisition planning. Siebel as a ‘customer contact manager' supports also the Roto service centres in the daily operating processes. Based on the compatibility with other IT systems, Siebel offers the option to access the MS Access database and associated merge function in MS Word by using the Open Data Base Connectivity (ODBC). The data export from Siebel contributes to the preparation and execution of planned marketing campaigns. On the contrary, the technical service uses the CRM system for its customer service management and the documentation of service requests in the system. Finally, in relation to the complaint processing, the integrated knowledge data base is a valuable support.
2.2 诺拉组织内部信息技术的进一步改变——2.2Further variations of information technology within the Roto organisation
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