Mis Symantec Problem

Topics: Enterprise resource planning, Customer service, Customer relationship management Pages: 3 (667 words) Published: May 9, 2013
2.    What management, organization, and technology factors were responsible for Symantec’s difficulties in overhauling its ERP systems?

Management, organization, and technology factors that responsible for Symantec’s difficulties in overhauling its ERP systems were: Management:

 -Customer relationship management      
•          Since CRM is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them, but Symantec seemed to be neglecting customer service, making  call centers more difficult, crossing sell products ineffectively ,and increasing marketing and sales processes, because the company was unprepared  to meet unhappy customers who need help from support team ; wait time of calls also ballooned average from 2 minutes to 25 minute; ordering products from Symantec became more difficult; and the processes of placing orders became more complicated and were usually damaged by  numbers of step and amount of information. So, Customer relationship management was one of factors to be responsible for Symantec’s difficulties in overhauling its ERP systems.

- Human resource management
·       Symantec hired untrained and unskillful employees to help unhappy customers with its new system. They spent long time but nothing could be solved. So, Human resource management was one of factors to be responsible for Symantec’s difficulties in overhauling its ERP systems because Human resource management is the management of individuals working in an organization. It is responsible to hire people for the organization, train them to perform their assignments, provide benefits for their work and solve issues if any.

Organization:
-Senior management or Management team
Management team is generally a team of individuals at the highest level of organizational management who have the day-to-day responsibilities of managing a company or corporation. But, after setting up Project Oasis, they seemed to be not...
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