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356 Index

Epicor, 27, 172 of projects, 196, 199, 236–237 Governance
ERP II systems, 8 and SCM, 307 of implementation, 163,
ERP systems (Enterprise Resource of software, 157 150–153, 163, 239
Planning), 6–16 of systems, 157 of projects, 239
architecture of, 11–13, 65–77 Fair Credit Reporting Act of vendors, 276–277
benefits and limitations of, (FCRA), 280 Great Plains, 143
15–16, 29–30 Fair Debt Collection Practices Act Greenbaum, Joshua, 168
and the bottom line, 245 (FDCPA), 280 Gulick, Luther, 38
business process in, 8–10 FastTrack, 101–102
components of, 10–11, 100–101 Fayol, Henry, 38 H
defined, 6–7 Feasibility studies, 106–107, 115 Hackers, 24, 279, 281–282,
downtime in, 68 Federal Energy Regulatory 289–293, 347
evolution of, 7–9 Commission (FERC), 267 Handling, errors, 75
financing of, 63 Federal Express (Fed Ex), 54, 315 Hardware
focus of, 24 Feedback management, 340 cost of, 147
goals of, 8–9 Flexibility, 71, 308 for CRM, 342–343
implementation of, 3–4, 10–12, Fluidity, 50–51 layering of, 65
17–21, 28, 50, 59, 93–94–95, Forecasting, 312 requirements for, 69–71, 141–142
99–100, 107–110 FoxMeyer Drug, 21, 243 Hartmann, Sally, 37
life cycle of, 17–18, 96–100 Functional Model of Organization Hershey Foods, 2–3, 50, 93
modification of, 155–156, (POSDCORB), 39f Hewlett, Bill, 205
183–184 Functional requirements Hewlett-Packard, 205–206
modules, 70–74 documents, 345–346 Hohpe, Gregor, 77
purchase process, 169–170 Functionality, adding, 19 Hugger-Mugger, 191
role of, 8–10 Human resources
roles and responsibilities G and ERP, 61–62
in, 261–263 Gap analysis, 97–98, 307 goals and measures, 240
vs. SCM, 316–318 Gartner study implementation, 239
Ethics on BPM, 250 issues with, 89–90
code of, 282–283 Gates, Bill, 16 management of, 258–259
and CRM, 336 Global Crossing, 286 self-service, 63–64
defined, 277 Globalization, 23–24 Hype, of technology, 82
in ERP, 24, 295 and CRM, 336–337
framework, 278f and e-SCM, 313 I
and globalization, 283 and ERPs, 24–25 Identity theft, 24, 278–279,
implementing code of, 52, and ethics, 283 281–282
282–283 GM, 314–315 Implementation ERP choices, 95
in offshoring, 271–273 Go-live issues for the PMO, 231–232
overview, 277–278 date for, 192–195, 217 life cycle of ERP, 96–103
principles of, 278–281 measurements of, 197–198 phased, 89–90, 99, 102
theories of behavior, 282–293 readiness for, 21, 96–97, pilot, 98–99
Expectations, setting, 101, 271 193–195 planning, 104–105, 137
Extranets, 342 support for, 103, 199–201 rapid, 99–100
Goals readiness for, 141
F of BPR, 248 resources for, 161
Facilitators, role of, 249 interaction of, 232 types of, 105
Facilities, supply chain, 308 setting, 161 Implementation Accelerator,
Failures for software, 2 105, 109
of communication, 244 unrealistic, 244 Improvement in OPM3, 244
CRM implementation, 345–346 Google, 79–80, 281 In-sourcing, 276
in e-commerce, 307 Google App Engine, 79 India and outsourcing, 271–273, 276