ENTERPRISE SYSTEM CASE STUDY: Snow White Dry Cleaners (SWDC) Richard Lee owns and operates Snow White Dry Cleaners (SWDC), which is a family run business operated by Richard’s family for over 20...

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ENTERPRISE SYSTEM CASE STUDY: Snow White Dry Cleaners (SWDC) Richard Lee owns and operates Snow White Dry Cleaners (SWDC), which is a family run business operated by Richard’s family for over 20 years.  Richard started this business 21 years ago in Brisbane.  It provides clothing alteration services across various locations in Australia.  Having his head office in Brisbane, he also has stores in Sydney, Melbourne and Perth.  SWDC offers a full range of services in all stores including garment preservation, free 24/7 free pick-up and delivery service, carpet and rug cleaning and quality business shirt service.  Currently SWDC staff record all their customers’ details and relevant transactions manually into a register.  Although this manual system is working fine, recording data in the manual system is laborious and time consuming.   SWDC offers free pick-up and delivery service involving SWDC staff collecting clothes from the customer’s location.  The collection process at SWDC starts when a customer contacts one of the SWDC stores by phone and provides them with their details (first name, last name, street number, street name, suburb, postcode, contact number, preferred date and time for pick-up, type of clothes, customer preferences, quantity, preferred date and time for delivery).   Upon receiving the details, SWDC staff check their workloads and advise the customer total cost for cleaning clothes and approximate date and time of delivery.  If the customer is happy with the quote, then SWDC staff will record customer’s credit card details (credit card type, number, name on the card, expiry date and 3 or 4 digit code) and deduct payment prior to collection service. Once the clothes are collected, these will be washed or dry cleaned as per customer’s preferences and delivered to the customer.  At the time of delivery, customers are provided with a hard copy receipt and a pamphlet detailing current offers at SWDC stores. Walk-in customers leave their clothes with SWDC staff at the front counter and prepay for the services by cash or credit card.  SWDC staff records all the customers details. Unfortunately, during rush times, not all of the data is entered, and there are many null values in the contact number, first name or last name.  In some cases, all three are null, in other cases one or two are null.  However, order number, date in, date out and total are never null.  Occasionally during a rush, data may be entered incorrectly.  Moreover, SWDC is unable to provide quick answers to some questions such as: (1) Total number of customers at each location (2) Repeat customers and their frequency of visits (3) Busy periods (4) Weekly revenues, expenses and profits generated by each store (5)  High/Low margin services and so on.  Richard makes his business stands out from the competition by providing excellent customer service.  He has noticed significant growth in customer numbers in the last couple of years. However, his staff at SWDC stores were unable to manage customer data and provide high level of quality service. Richard attended a workshop about the benefits ERP systems offer to businesses.  He has the impression that an ERP system will not only help his staff to record the transactions easily but also help them to generate reports to understand the total number of customers at each location, peak times, payments received/outstanding, total revenue generated, etc.  In addition to this, there are many ERP modules which can support SWDC’s functional needs and data requirements. It can offer many business benefits such as minimising inconsistencies with data and be able to manage cash flows effectively.  Richard is keen to explore the possibility of using the technology and implementing an ERP system in SWDC, with the help of a specialist (you).   Assumptions The above case material sets the basic parameter. There is flexibility for you to make reasonable assumptions on information not covered by this specification. The assumptions should be presented as part of the background information in the Introduction. CASE STUDY REPORT  Word limit: maximum 3000 words (+10%) As a minimum, the report should cover the following topics. There is flexibility for you to add more topics, refine the structure and headings. Title page – include report title, unit information, group name, names and ID of all group members Executive Summary Table of contents – to be generated automatically by WORD Introduction •Background information and purpose of this report •Scope, include sub-topics of report   Possible roles of ERP system   •Current needs, problems and opportunities of organisation (SWDC) •Brief overview on ERP System •Possible roles of ERP to address needs, problems and opportunities of organisation •ERP Systems Modules suitable for the organisation •Options of ERP Systems Architecture suitable for the organisation, e.g. benefits and limitations of cloud based ERPs in the context of this organisation BPR and changes in business processes •Overview of BPR and methodology •Current “As is” business processes of the organisation •Proposed changes to the business processes •“To be” business processes of the organisation •Functional and information requirements of “To be” business processes •Reasons and benefits for organisational change ERP implementation •Brief overview on ERP implementation methodology •Comparison on vanilla and chocolate implementation •Implementation option suitable for the organisation Change and risk management •Importance and process of Change Management •Risks associated with BPR and ERP customisation •Critical success factors, e.g. organisational commitment and OPM3 Other relevant topic •Other relevant topics you would like to add; except research on the current marketplace for potential ERPs and vendors that lead to ERP / vendor selection and feasibility studies, as they will be covered in Assessment 3 Summary and conclusion •Summary on major findings and options suitable for the organisation •Future steps on ERP project  Reference List Guidelines for Case Study Report Minimum number of references: 15 For this assessment, you are required to demonstrate your capability in the selection and use of quality sources, knowledge and understanding of the topics, application to the case study. You should use quality sources from academic literature and industry to support and illustrate your report. Learn to research on updated sources through different channels such as Library academic journal databases. You must use industry and academic literature to inform and support your report.  A minimum of 15 updated references (sources published 2012 or later) are required, at least 10 of which must be from academic sources (peer-reviewed journal, conference or edited book chapter papers). If you are aiming at achieving higher than pass level, you are encouraged to research further on more quality sources.  Persuasive and argumentative report Your readers are non-technical business managers. However, you can assume that they are intelligent people who understand good explanation and business arguments.  There is no single right answer that will address all issues. Successful arguments can be made for different options. Your task is to present a persuasive and argumentative piece of writing in report form.  From your research and discussions in the report, you are expected to analyse, to justify and draw your own conclusions. FORMATTING REQUIREMENTS •header: assignment title, centred, and unit code, right aligned  •footer: student ID, left aligned, and page number, right aligned •presentation: use short paragraphs with headings and sub-headings to improve readability •text formatting: Times New Roman, 12 pt. You may use appropriate emphasis such as bold and italics •paragraph formatting: single spaced and 6 pt space after each paragraph •page formatting: should be in A4, portrait orientation, with 2.54 cm margins
Answered Same DayJan 16, 2021

Answer To: ENTERPRISE SYSTEM CASE STUDY: Snow White Dry Cleaners (SWDC) Richard Lee owns and operates Snow...

Deepti answered on Jan 20 2021
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snow white dry cleaners erp system
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    Snow White Dry Cleaners ERP System    UNIT CODE
Executive Summary
This report was commissioned to explore the possibility of using Enterprise Resource Planning System in the target organization ‘Snow White Dry Cleaners’. The employees at the head office in Brisbane and at each of the chain stores in Melbourne, Perth and Sydney require a better system to manage the current records of customers. The organization has witnessed considerable growth in previous years which has led to a situation of financial analysis and customer database management.
The report draws attention to the fact that the
situation can be handled by introducing a robust software solution. The SWDC-ERP System is proposed to handle the crisis and to cater to the current needs of the organization. The three modules of the proposed ERP namely CRM module, finance module and store module will manage the customer database and relations, revenue and profit analysis and chain store activities respectively. The proposed solution is a cloud-based architecture which is customized according to the requirements of the target organization. Such a system has many benefits and very few limitations and shall thus suffice the requirements. Examples of similar ERP models are included in the report to justify the proposal. Vanilla and chocolate implementations are compared and the latter is chosen for implementing the solution.
The SWDC ERP system implementation may prove to be disruptive technology for the target organization. The fact has led to introducing business process reengineering (BPR) in order to manage the bumps in the road. The ‘as-is’ situation is discussed along with ‘to-be’ processes, highlighting the benefits of BPR for SWDC. The changes and risks anticipated in the proposed solution are enlisted along with prevention strategy along with the critical factors that would be responsible for the success or failure of the solution. The report is concluded with some future steps that may enhance the overall system performance to the next level and achieve greater customer satisfaction.
Table of Contents
Contents
Executive Summary    1
Introduction    4
Background    4
Purpose    4
Scope    5
The SWDC- ERP System    5
Current needs    5
Problem Statement    5
Opportunities of SWDC    5
ERP- modules    6
Customer Relationship Management Module    6
Finance Module    6
Store Module    6
Cloud-based ERP- Architecture    6
Examples    7
Benefits    7
Limitations    7
ERP Implementation    7
Methodology    8
Comparison on vanilla and chocolate implementation    8
Business Process Reengineering    8
Overview    8
Methodology    8
Current “As Is”    9
“To Be” Business Processes    9
Functional Requirements    9
Information Requirements    9
BPR Benefits    10
Change and Risk Management    10
Risks in BPR and ERP customisation    10
Critical success factors    11
Summary    11
Future Steps    12
References    12
Introduction
This report aims at discussing the need of a software-based solution for the target organization ‘Snow White Dry Cleaners’. The background of the organization is clearly stated along with the purpose and scope of the proposed solution. An enterprise resource planning solution is proposed in the following section where the expectations of the organization are summarized. It further elaborates upon how can the proposed solution achieve the desired results. The architecture and implementation of the solution state clearly how the solution will improve the overall performance and profit margins of the organization. Further, the changes required to be made in the current process and risks associated with the implementation are highlighted. Lastly, certain future enhancements that may be considered after the deployment of the solution are proposed.
Background
Snow White Dry Cleaners is a business that offers clothing alteration services to its customers availing the services at different locations. The business was started by Richard Lee 21 years ago and has its stores at four locations namely Melbourne, Perth, Sydney and Brisbane being the head office. The services offered by SWDC include service of quality business shirts, clothes preservation, free round the clock pick-up and delivery service and rug and carpet cleaning. The owner offers outstanding customer service due to which the business has witnessed growth in terms of customer count in last 2 years.
Certain assumptions made in the system are that each store manages its own delivery records. Each store manages its own customer details which may cause redundancy if a customer uses services from more than one location. Each store manages finances individually and report to the head office with details on a weekly basis. Extra care is taken during billing and charging payments from customers before the order is placed and making on-time deliveries for excellent customer service, though this process is extremely time consuming.
Purpose
The substantial growth experienced in terms of number of customers availing the services by SWDC has led the owner to explore the option of introducing the technology of ERP system to the business. The current system has scaled in last two years and it requires to consider better planning and techniques for smooth business process of managing information and organized working among the chain stores of the organization.
Scope
The scope of SWDC-ERP Software Proposal lies in its applications. The proposed ERP system will support the staff to record various type of information related to customers, orders, delivery and accounting easily. Such a system can offer many business benefits like mitigation of inconsistencies within data, effective cash flow management and business process service management.
The SWDC- ERP System
Today, the dry-cleaning industry sector can be managed easily with a software that is capable of automating the critical business functions. This reduces cost of business and saves time. The business can be made profitable by using an efficient ERP system.
Current needs
The current needs of the SWDC system include
· Collection of information involving customer details such as their location and relevant transactions to be recorded in a better way rather than manually in a register.
· Data Analysis is required on real time basis regarding expense and revenue of each chain store of SWDC on weekly basis
· Business Management during busy periods round the year
· Analysis of services offered by SWDC in terms of profit margin
Problem Statement
The workforce at each of the chain store of SWDC is not able to manage customer data smoothly and the owner Lee is not able to evaluate profit margins of the business accurately through the current...
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