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Findings - Contact Centres  Business Issues  ERP Impact

We typically find the impact of ERP systems deteriorates over time...



Partial Implementation
  • The original implementation being by functional module and not as an integrated system
  • Accountabilities cut across the business processes and not along them
  • Basic training only
Business Issues
An Erosion of Knowledge
  • Training programme not keeping pace with the rate of increase in staff and business expansion
  • Reduced understanding of how an integrated business and system hang together, and the impact each function has on each other, and on the business as a whole
  • Roles & Responsibilities not clearly defined

Poor Data Integrity
  • Inaccurate, missing or duplicated data
  • Lack of data ownership
  • Data access and change controls not robust
  • Poor communication between departments

. . . and there are usually as many business issues
as there are system issues


 

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