Project on Human Resource Management of a Call Center Essay Example

Project on Human Resource Management of a Call Center Essay Not only we are Just providing the international services but also we are in a process of the domestic services, such as the in-bound or the emergency doctor, police and fire services. If any one from Bangladesh dials the number 1 1 1, then they can get this service easily with the help of the experts. Introduction To learn how to establish a new business organization where similar type of organization existed in the market of Bangladesh, more specifically we have selected a call center business organization, which is currently having a very smaller segment In this country. Hopefully call center business will be one of the leading businesses Like BAGMEN within the next five to seven years. The name of our new call center Is G- Communication† (Global Communication) which Is situated in 78/D, peacock square (3rd floor), Mikhail Dacha ‘ 1215. It Is a partnership business whose license and owned Chalked G Ashram (Chairman), Abdullah AY Manhood (Managing Director), Nails Aster (Marketing Chief), Sultana Aimed (Accounts and Finance Chief), Aquanaut Ferrous (HARM Chief) and Family Amassable (Technical Chief). We support both International and domestic outbound and Inbound services with qualified, well trained and efficient operators and other employees for 24 hours of service. Background of the study As a part AT research study on establishing AT ten new Dustless organization, we have to make this project on demand and supply of the manpower requirement after two years from now. It’s our pleasure working in a research project on our new call center â€Å"G-Communication† (Global Communication) and also thanking our honorable faculty Mrs.. Tasking Ail to assign us on an assignment like these activities through out the semester to prepare the final report. We will write a custom essay sample on Project on Human Resource Management of a Call Center specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Project on Human Resource Management of a Call Center specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Project on Human Resource Management of a Call Center specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Activities The main reason of making this project paper is to identify the projected manpower requirement after two years form now, and also what is the manpower demand and apply sources. In order to make this project for current semester we had to go through some objectives for establishing the â€Å"G-Communication† (Global Communication). The main objectives of this study are as follows: Clearly defining the strategy of out organization. Demand and forecasting method we are using. Potential sources of man power supply. The ways of balancing the demand and supply of the manpower. The organ gram drawing of the organization. Justification of using the specific kind of demand forecasting methods. These activities obviously helped us to guide and developed what will be the future scenario of human resource planning of the process of running a call center. Methodology In order to know the relative information about the call center business and its forecasting of demand and supply of the required manpower we have visited the â€Å"I. O. S† and â€Å"Electroplate†. We also visited a very new call center company â€Å"Jesses International (L. T. D)† at Mikhail. Also we have gathered other related information from the classmates, friends and also consulting with some of the existing employees and executives of the call center companies in Bangladesh. As the group members of this research project regarding establishing a new equines organization similarly existing in the market we will need to get involved with some activities in order to prepare the report. We visited the two existing call center and also a very new call center organization to observe their operations and forecasting of human resource. We also consult with some of the existing employees and executives of the call center companies and also for other relative information’s are gathered from our class-metes, friends in order to complete this project.. Ana Totally we nave use tense Important successfully complete this final project. Limitation International Ana maximum team Otto While doing this research on establishing of the new business organization similar type in the market of Bangladesh we faced some of the limitations such as vast communication problem and also we have to race with the time limit. Also the whole process was all about managing a common time for all group members and co- operation. We have to mention that the time when we went to those call centers we have to manage enough time to go there and also have to get the officials appointments and they were co-operative but they didn’t provide all the data. Strategy of the company In order to run the call center business in Bangladesh market our â€Å"G- Communication† (Global Communication) organization follows three strategy for it over all operations which is highly concern with scopes of the organization, resource implication, operational decisions, matching the activities with the environment of the organization and its operatio ns, value and expectation with the long term direction. Now if we want to elaborately discuss the levels of strategy which are followed in our organization are: Corporate strategy We focus on the over all view and scopes of the organization including the policy ND the also how to implement the operations through effective decision making. Running the organization in a structural way and the goal setting in order to achieve it and also in financial term which induces the budget and other wages and compensations of the organization. Also help to make decision on how the resources are allocated to different operation which incorporated with the proper HER, the set up of the office, position of the operators PC, POI, also other equipment and accessories for office administration. Competitive or business strategy This strategy of the company are followed or adopted in order to strengthen the session of the origination so hold a solid grip in the market. 6-communication † (Global communication) competes In ten market tongue international corporate customer care and also domestic emergency customer care such as doctor, police and fire service by Just dialing 1 11 and asks for emergency services. How the products and services should be developed and offered to which market in depend on the deal with the buyer company (i nternational or domestic) to run it through the outbound and inbound process. To what extend it meets the customer needs id depending on developing more customer and buyer relation satisfaction through efficient HER. We also have to focus that dose it achieving the activities of the organization which is for a long-teem with profitability, market growth and efficiency. Comparing that is our business going well in terms of the deal made with the buyer company. Operational Strategy In this level the strategies are adopted for the success at the functional or the operation level of the organizations day to day activities in order to achieve both corporate level and competitive strategies of the company. Demand forecasting method To estimate the forecast of manpower requirement for our call center is projected through the work load analysis. It helps us to analysis the present and future workload which depends on the possibility of quantifying the work contain in every area of an organizational activities. The work load analysis is done through four steps which are: o Classification of work. O Forecasting the number of Job. O Converting the projected Job in man-hours. O Converting the man-hours into man power requirement. Now let’s see how the â€Å"G-Communication† (Global Communication) organization has plopped their process of work lead analysis.

How to Apply For a Scholarship Essay Sample

How to Apply For a Scholarship Essay SampleIf you are looking for an artistic college scholarship, it is not necessary to pursue one individually. There are many opportunities that offer free arts and crafts grants for students to get started with your education, however, there are a number of requirements to fulfill in order to qualify. Here is a short outline of the first step that will help you get started.The first step is to fill out the basic requirements, which include an information sheet, which should be filled out by you to present your ideas on how your studies will lead to employment in the industry. Each student's needs and requirements are different so, have a conversation with your advisor about your desired field of study. They will also provide you with details on where to find grants and how to get the best idea of your chances of winning.After filling out the basic requirements, the next step is to submit the eligibility questionnaire. This may seem like the most s imple step but the different things that you need to include on this form are easy to overlook. The longer you take for filling out this form, the harder it becomes to answer all the questions accurately. In order to eliminate some of the easier ones, make sure that you take time to really read the questionnaire carefully.Once you have completed your eligibility questionnaire, make sure that you submit it in time to meet the deadline. Many times you can submit your application up to two weeks prior to the deadline, but if you get late then you risk having your application re-looked at. If you are running late, there are other options available, such as sending your application via email.Now that you have received your information, you need to fill out your essay sample. Most likely your information will include information on your hobbies and interests, current job, and personal statements, if you feel that you would prefer to write your own essay. Although you can follow the prompt s provided with the essay sample, you should make sure that you follow the directions carefully.After you submit your essay, it is best to send it to a scholarship and receive a response within a few days. Usually, this will come through your university or college. You will find it interesting to hear back from the top programs that you submitted to, as they will often offer some interesting information that you could use in your application to help you win one of these prestigious grants.As you can see, applying for a scholarship essay sample can be a helpful way to start your studies in the arts. It is often surprising to learn just how many different places are willing to pay for a student to go to school, so, it is best to start early to increase your chances of winning these prestigious scholarships.

Trajedy of Julius Caesar Essay

Trajedy of Julius Caesar Essay Trajedy of Julius Caesar Essay Coleman Kitchens Sinnott 12 December 2012 6th Period Words of Wisdom: A Rhetorical Analysis of Antony’s Speech After hearing lie after lie from Marcus Brutus, Mark Antony addresses the people of Rome in an ironic manner implying that Brutus lies. When speaking to the people of Rome, Antony creates havoc amongst the crowd over the truth behind Julius Caesar’s death. Antony opens his speech by justifying his reason to address the people of Rome. Antony uses antithesis to address the people of Rome of his intention: â€Å"I come to bury Caesar, not to praise him†¦Ã¢â‚¬  (JC 3.2.83). Contrasting the words â€Å"bury† and â€Å"praise,† Antony distinguishes his desires among the Plebes by appealing to their want to trust him. To later justify his intentions to speak among the Plebes, Antony must first establish his position on Caesar’s death. Next, Antony uses the asyndeton by saying,† Friends, Romans, Countrymen†¦Ã¢â‚¬  (JC 3.2.82). Here Antony appeals to the Plebes’ desire to trust him by naming each and every man in the audience personally to establish a relationship between them. By excluding conjunctions, Antony expresses a sense of urgency to the Plebes to trust what he is saying and believe what he is saying. Antony then uses irony to compel Brutus by saying,† The noble Brutus†¦Ã¢â‚¬  (JC 3.2.86). By saying that Brutus is noble, Antony creates a false interpretation of Brutus. The Plebes had developed a strong hatred for Brutus after he murdered Caesar, which Antony amplified by implying his ironic thoughts of Brutus. Antony continues his speech to the Plebes with the use of rhetorical questions and repetition to reveal Brutus’ ambition. Antony repeatedly and ironically states, â€Å"†¦Brutus says he was ambitious†¦Ã¢â‚¬  (JC 3.2. 95). By Brutus repeatedly saying that Caesar was â€Å"ambitious,† Antony reveals that Brutus’ actions of murdering Caesar were not for the whole of Rome, but for betterment of himself. Antony repeats this to appeal to the Plebes’ desire to trust him. Next, Antony asks the rhetorical question of, â€Å"Did this in Caesar seem ambitious?† (JC 3.2.99). Here Antony appeals to the Plebes’ ability to reason and use logic by asking them if Caesar was â€Å"ambitious†Ã¢â‚¬â€œ ironically. By asking the Plebes a question, Antony actually creates a statement saying that Brutus was the ambitious one, not Caesar. Antony correlates the differences in the cries between the Plebe’s and Caesar: â€Å"When that the poor have cried, Caesar hath wept†¦Ã¢â‚¬  (JC 3.2.100). By destroying the image of a strong and powerful leader through the image of tears and sadness, Antony redirects their sorrow for Caesar into anger towards Brutus. He creates the transformation from mourning to hatred by appealing to the Plebe’s emotions, confused and astonished, through the use of examples. By Antony’s power of his use of words,

Abraham Lincoln and the Gettysburg Address

Abraham Lincoln and the Gettysburg Address Abraham Lincoln’s Gettysburg Address is one of the most quoted speeches in American history. The  text is brief, just three paragraphs amounting to less than 300 words. It only took Lincoln a few minutes to read it, but his words resonate to the present day. It’s unclear how much time Lincoln spent writing the speech, but analysis by scholars over the years indicates  that Lincoln used extreme care. It was a heartfelt and precise message he very much wanted to deliver at a moment of national crisis. The dedication of a cemetery at the site of the Civil Wars most pivotal battle was a solemn event. And when Lincoln was invited to speak, he recognized that the moment required him to make a major statement. Lincoln Intended a Major Statement The Battle of Gettysburg had taken place in rural Pennsylvania for the first three days of July in 1863. Thousands of men, both Union and Confederate, had been killed. The magnitude of the battle stunned the nation. As the summer of 1863 turned into fall, the Civil War entered a fairly slow period with no major battles being fought. Lincoln, very concerned that the nation was growing weary of a long and very costly war, was thinking of making a public statement affirming the country’s need to continue fighting. Immediately following the Union victories at Gettysburg and Vicksburg in July, Lincoln had said the occasion called for a speech but he was not yet prepared to give one equal to the occasion. And even before the Battle of Gettysburg, famed newspaper editor, Horace Greeley had written to Lincoln’s secretary John Nicolay in late June 1863 to urge Lincoln to write a letter on the â€Å"causes of the war and the necessary conditions of peace.† Lincoln Accepted an Invitation to Speak at Gettysburg At that time, presidents did not often have the opportunity to give speeches. But the opportunity for Lincoln to express his thoughts on the war appeared in November. Thousands of Union dead at Gettysburg had been hastily buried after the battle months earlier and were finally being properly reburied. A ceremony was to be held to dedicate the new cemetery and Lincoln was invited to offer remarks. The main speaker at the ceremony was to be Edward Everett, a distinguished New Englander who had been a U.S. Senator, Secretary of State, and president of Harvard College as well as a professor of Greek. Everett, who was famed for his orations, would talk at length about the great battle the previous summer. Lincoln’s remarks were always intended to be far briefer. His role would be to provide a proper and elegant closing to the ceremony. How the Speech Was Written Lincoln approached the task of writing the speech seriously. But unlike his speech at Cooper Union nearly four years earlier, he did not need to undertake extensive research. His thoughts about how the war was being fought for a just cause had already been set firmly in his mind. A persistent myth is that Lincoln wrote the speech on the back of an envelope while riding the train to Gettysburg, as he didn’t think the speech was anything serious. The opposite is true. A draft of the speech had been written by Lincoln in the White House. And it’s known that he also refined the speech the night before he delivered it, at the house where he spent the night in Gettysburg. Lincoln put considerable care into what he was about to say. November 19, 1863, the Day of the Gettysburg Address Another common myth about the ceremony at Gettysburg is that Lincoln was only invited as an afterthought and that the brief address he gave was nearly overlooked at the time. In fact, Lincoln’s involvement was always considered a vital part of the program, and the letter inviting him to participate makes that evident. The official invitation explained to Lincoln that the idea was always to have a featured orator and that it would be meaningful for the chief executive to then offer remarks. David Willis, a local attorney who was organizing the event, wrote: It is the desire that, after the Oration, you, as Chief Executive of the Nation, formally set apart these grounds to their Sacred use by a few appropriate remarks. It will be a source of great gratification to the many widows and orphans that have been made almost friendless by the Great Battle here, to have you here personally; and it will kindle anew in the breasts of the Comrades of these brave dead, who are now in the tented field or nobly meeting the foe in the front, a confidence that they who sleep in death on the Battle Field are not forgotten by those highest in Authority; and they will feel that, should their fate be the same, their remains will not be uncared for. The program that day began with a procession from the town of Gettysburg to the site of the new cemetery. Abraham Lincoln, in a new black suit, white gloves, and stovepipe hat, rode a horse in the procession, which also contained four military bands and other dignitaries on horseback. During the ceremony, Edward Everett spoke for two hours, delivering a detailed account of the great battle which had been fought on the ground four months earlier. Crowds at that time expected long orations, and Everett’s was well received. As Lincoln rose to give his address, the crowd listened intently. Some accounts describe the crowd applauding at points in the speech, so it seems that it was well-received. The brevity of the speech may have surprised some, but it seems that those who heard the speech realized they had witnessed something important. Newspapers carried accounts of the speech and it began to be praised throughout the north. Edward Everett arranged for his oration and Lincoln’s speech to be published in early 1864 as a book (which also included other material related to the ceremony on November 19, 1863). What Was the Purpose of the Gettysburg Address? In the famous opening words, Four score and seven years ago, Lincoln does not refer to the United States Constitution, but to the Declaration of Independence. That is important, as Lincoln was invoking Jeffersons phrase that all men are created equal as being central to the American government. In Lincolns view, the Constitution was an imperfect and always evolving document. And it had, in its original form, established the legality of slavery. By invoking the earlier document, the Declaration of Independence, Lincoln was able to make his argument about equality, and the purpose of the war being a new birth of freedom. Legacy of the Gettysburg Address The text of the Gettysburg address was widely circulated following the event at Gettysburg, and with Lincolns assassination less than a year and a half later, Lincolns words began to assume iconic status. It has never fallen out of favor and has been reprinted countless times. When President-elect Barack Obama spoke on election night, November 4, 2008, he quoted from the Gettysburg Address. And a phrase from the speech, A New Birth of Freedom, was adopted as the theme of his inaugural celebrations in January 2009. Of the People, By the People, and For the People Lincolns lines at the conclusion, that government of the people, by the people, and for the people, shall not perish from the Earth has been extensively quoted and cited as the essence of the American system of government. Sources Everett, Edward. Address of Hon. Edward Everett, at the Consecration of the National Cemetery at Gettysburg, 19Th November, 1863: With the Dedicatory Speech of ... by an Account of the Origin of the Under. Abraham Lincoln, Paperback, Ulan Press, August 31, 2012. Santoro, Nicholas J. Malvern Hill, Run Up To Gettysburg: The Tragic Struggle. Paperback, iUniverse, July 23, 2014. Willis, David. Gettysburg Address: The Formal Invitation. Library of Congress, November 2, 1863.

Insurance regulation Essay Example | Topics and Well Written Essays - 8250 words

Insurance regulation - Essay Example - Broadly speaking, ‘insolvency’ means inability to pay creditors.1 However, depending on the context, this colloquial usage may refer to any one of the several related concepts.2 To clarify definitional matters and to set out common terminology, it is necessary to distinguish between (1) balance sheet insolvency; (2) cash flow insolvency (or financial distress); (3) economic failure (or economic distress); (4) liquidation; (5) reorganization; and (6) insolvency proceedings or bankruptcy. This is an accounting concept signifying that the book value of a firm’s assets is less than its liabilities. It should be distinguished from so called ‘cash-flow’ insolvency, in which case a firm is unable to pay its debts as they fall due. Such inability may be inferred from the fact that a company has failed to pay, on demand, a debt which is due. Financial economists commonly use the expression ‘financial distress’ to refer to the condition experienced by a firm which is having difficulty in paying its creditors. Although there are some terminological differences between authors, the phrase is often used to refer to the condition of a firm which is in substantial default on its debt obligations. To a far greater extent than the balance sheet test of insolvency, financial distress is dependent on the structure of the repayments under outstanding debt obligations, and the nature of the assets available to satisfy them. Illiquid assets and large repayments may mean that a firm which is solvent in a balance sheet sense cannot pay its debts as they fall due. Conversely, a firm which has significant growth opportunities and debt repayments spread over a number of years may be insolvent in a balance sheet sense, but nonetheless be able to pay its debt as they fall due. Solvency should be distinguished from economic viability. Insolvency is concerned with the relationship between a firm’s assets or cash flows, and the amount of debt in

Millennials Essay Example | Topics and Well Written Essays - 1500 words

Millennials - Essay Example ew up making decisions with others and using tools that provide instant gratification for support and other needs and desires, Millenials are different from other generations in how they form and develop their workplace and close relationships because constant technology usage and communication has affected how they think and express what they think about. Millenials grow up always connected through technology because parents are working harder than ever, therefore conditioning their kids to get used to helicopter parenting from childhood to adolescence through technology. Their parents already gave them their cellphones at a young age. Some Millennial kids had their first cellphones at age 8 (Tyler para.8), while others, much earlier. Parents do this generally because they want to ensure continuous communication. After all, many households nowadays have parents working full-time. Even mothers who stay at home work through having their businesses or Internet-based jobs or are busy with community affairs. One of the ways they can ensure that their children are safe and that they can influence their decisions is through helicopter parenting (Tyler para.5). Jeanne Achille, CEO of Shrewsbury, a public relations firm, notes that she receives constant information streaming from her daughters, telling her what they are doing and even what th ey plan to do (Tyler para.1). She admits that she would never have given her own parents this level and frequency of information before (Tyler para.3), which underscores that, as a parent, she is one of the drivers of her children’s frequent usage of and dependence on technology for communication and relationship-building purposes. Families are significant motivators for using technology with such pervasiveness among Millenials. Parents also affect school and workplace practices, as they extend their helicopter parenting to their children’s schools and careers. Kathryn Tyler reports about parents who meddle in academic courses,

Benefits And Difficulties of Enterprise Wide Information System Implementation

Benefits And Difficulties of Enterprise Wide Information System Implementation Introduction Faced with mounting global competition, companies have to improve how they coordinate activity across the company so as to maximise the value they deliver to customers and minimize costs. Competitive pressures have forced the companies to consider various performance objectives such as flexibility, reliability, responsiveness, customer satisfaction etc. ERP can be defined â€Å"as an integrated, multi-dimensional system for all functions, based on a business model for planning, control, and global (resource) optimisation of the entire supply chain, by using state if the art IS/IT technology that supplies value added services to all internal and external parties† (Jarrar, et al., 2000). Despite the fact ERP have been successfully implemented in the past, careful planning and execution becomes very important factors given their size and complexity. Much has been written about the success of enterprise information systems. But, this success depends on several critical success factors (CSF). The most common critical success factors that are identified in the academic literature are discussed below (Bhatti, 2005). 1. Project Management Project Management involves the use of skills and knowledge used to coordinate, schedule the defined activities so that the stated objectives of implementation projects are achieved (Bhatti, 2005). A phase wise planning of the project with effective project management skills will definitely help in overcoming such a situation (Soliman Youssef, 1998). 2. Business Process Reengineering It is defined as â€Å"the altering the business process through redesigning so as to achieve dramatic improvements in cost, quality, service and speed† (Bhatti, 2005). The success of ERP system implementation is characterised by changing the present business processes in accordance to the standards of best business process available (Gibson, et al., 1999). Examination of many business processes is considered as the key for the implementation of ERP system. 3. User training and education Lack of proper technically competent staff leads to the failure of many ERP implementation projects. The training program of ERP implementation include aspects like the concepts behind ERP, the wide range of features and implications of ERP system, and hands on training (Bhatti, 2005). Therefore training the employees plays a major role in successfully implementing the ERP projects. 4. Technological infrastructure ERP implementation involves a complex transition from legacy information systems to a common business process throughout the organization (Bhatti, 2005). Therefore choosing the right ERP package based on the size of the firm is very essential. It is very important that the hardware configurations that should be used to run the ERP system are certified by the vendor of ERP (Bhatti, 2005). This in turn is based on the choice of the company. 5. Change management Bhatti, (2005) emphasizes on this aspect and says that â€Å"in order to implement ERP systems successfully, the way organizations do business will need to change and ways people do their jobs will need to change as well†. Change Management is the very essential for success of implementation project and it is necessary that it starts in the early stages and continues throughout the entire project life cycle (Bhatti, 2005). 6. Management of Risk Handling unexpected crises and ensuring that the project does not deviate from the initial plan is risk management (Bhatti, 2005). There is always a possibility that ERP project might deviate from the main objective which can possibly lead to unexpected events. Therefore, an appropriate risk management strategy helps in considerably reducing the risks of project failure. 7. Top Management Support Management must be a part of ERP implementations and it is true mainly with software projects and their success mainly depends on top management support [Bhatti, 2005]. â€Å"Only the top management is equipped to act as the mediator between the imperatives of the technology and the imperatives of the business† (Bhatti, 2005). Every step of the implementation process demands the top managements involvement to provide a direction for the project and to ensure that the project is successful which can be very challenging at times (Bhatti, 2005). 8. Effective Communication Communication, â€Å"one of most essential and difficult tasks in any ERP implementation project provides the base for understanding and sharing information between the members of the project team and helps in communicating the goals in each implementation stage to the entire organisation† (Bhatti, 2005). Hence; continuous communication flow should be maintained throughout all the departments at a very early stage. 9. Team work and composition Since an ERP involves all the departments in an organisation, it is very essential for these departments to work together. â€Å"An ERP implementation team comprises of, functional personnel and management, IT personnel and management, top management, IT consultants, ERP vendor , parent company employees, management consultants, hardware vendor† (Bhatti, 2005). A mix of hired consultants with companys internal staff is essential in an ERP team so that the necessary technical skills required for the design and implementation can be developed by the internal staff (Bhatti, 2005). 10. User Involvement User involvement is a very important aspect as the functions of an ERP system are designed as per the users requirement. When a company decides to implement an ERP system, â€Å"user involvement is required at the stage of definition of the companys ERP system needs and also during the implementation of the ERP system† (Bhatti, 2005). 11. Use of consultants There is a possibility that the company might lack the experts who have sound knowledge about the software. Hence the use of external consultants is very much required who can help the internal staff in installing the software. â€Å"These consultants may be involved in different stages of the ERP project implementation† (Bhatti, 2005). 12. Goals and Objectives The goals, expectations, and deliverables should be clearly defined so to address the questions regarding the need for the implementation of the ERP system and the critical business the system would cater (Bhatti, 2005). In this essay a case study based approach is used in order to discuss the benefits that companies have reaped by the use of enterprise wide information systems and also the difficulties that may arise in respect to the introduction and implementation of such systems. Case study 1 discusses the benefits of the enterprise wide information system. At the same time Case study 2 throws a light on the difficulties faced by the companies in respect to the introduction and implementation of such systems. Case study: 1- Case study of Pratt and Whitney Canada (Tchokogue, A., Bareilb, C., Claude, R. D., 2005) Scope of the project: The main objective of implementing an ERP system at PWC was to establish an ent erprise wide information system (TES) such that its customers have a greater transparency and agility (Tchokogue, et al., 2005). The management wanted this information system in place as they were interested in increasing inventory turnover, reduce work in progress, improve on customer response time and increase inventory and operation cost visibility (Tchokogue, et al., 2005). Hence they decided that SAP/R3 was optimal after considering the main enterprise systems such as Oracle, BAAN, SAP, etc. (Tchokogue, et al., 2005) Highlights of TES implementation: The project was unevenly divided into 5 major phases over the duration of 32 months. Scoping and planning Determining the level of previous reengineering Process redesign Configuration Testing and delivery The early stages (phases 1 and 2) of implementation took approximately 10 months. During this phase emphasis was â€Å"on defining the scope of activities and planning their implementation† ( Tchokogue, et al., 2005). Strategic objectives and requirements of PWC customers were taken into consideration while the existing processes were accessed in order to focus on those which needed improvement in line with the targets set ( Tchokogue, et al., 2005). The middle stages (phase 3 and phase 4) which took 17 months of implementation mainly focussed on redesigning the processes where attempts to minimize re- engineering of processes were made ( Tchokogue, et al., 2005). Moreover during the phase 4; â€Å"the configuration of the new system i.e. the main parameters of each SAP module and that the choice of parameter options related to the new system was determined† ( Tchokogue, et al., 2005). Care was taken to choose the right configuration based on the companies requirements. Risk management was effectively handled to prevent the uncertainties that prevail during the implementation stages to ensure that there was no deviation from the main goals and objectives. The top executives constantly monitored the progress of the implementation process and helped giving the project a proper direction. The project teams â€Å"followed the Deloitte Touche Consulting Group- ICS FastTrack 4 SAP methodology† ( Tchokogue, et al., 2005) for the implementation of TES. â€Å"In this methodology five key factors were considered throughout the project: Project Management, Technology Architecture, Process and Systems Integrity, Change Management, and Knowledge Transfer† ( Tchokogue, et al., 2005). The last stage (phase 5) â€Å"included three integration test cycles: An initial cycle related to master file data, a second to static data and a third to dynamic data. The successful test results were then formally accepted by the process managers† ( Tchokogue, et al., 2005). An impressive project team of 345 employees from the most important departments of the company were divided into seven groups and were included in the project which ensured that contributions were made from all the departments directly affecting the new system ( Tchokogue, et al., 2005). This enabled the project to have an effective knowledge transfer and expertise ( Tchokogue, et al., 2005). â€Å"Approximately 110 employees from the six most affected departments were trained to become internal trainers† ( Tchokogue, et al., 2005). The involvement of both the internal and external consultants with effective communication between the departments and training processes proved extremely beneficial for the implementation process ( Tchokogue, et al., 2005) Results: After its implementation the inventory turnover rate remained stable ( Tchokogue, et al., 2005) . An increase in the inventory costs was very visible ( Tchokogue, et al., 2005) . The TES established an information backbone supporting the ongoing business processes and change ( Tchokogue, et al., 2005) . TES increased the productivity by 11% more than what was anticipated ( Tchokogue, et al., 2005) . It reduced the receivable days outstanding by 6% ( Tchokogue, et al., 2005) . 30-40% return on investment was achieved ( Tchokogue, et al., 2005) . The TES gave the organization access to real time information ( Tchokogue, et al., 2005) . This provided fruitful for inventory management and purchasing. The production start delays were reduced drastically ( Tchokogue, et al., 2005) . REASONS FOR ERP PROJECT FAILURES: â€Å"Poor technical methods are only one of the causes, and this cause is relatively minor in comparison to larger issues, such as failures in communications and ineffective leadership† ( Sumner, 1999) . Table 1 summarises the possible reasons for project failures. The Company Increasing the efficiency was the main objective behind starting the Delta III project which took 18 months for completion ( Scott, 1999) . â€Å"Along with SAP/R3, FoxMeyer also purchased warehouse-automation from a vendor called Pinnacle, and chose Andersen Consulting to integrate and implement the two systems† ( Scott, 1999) . Delta III was at risk for several reasons: The warehouse employees sensed that their jobs would be under threat if the warehouse automation software was integrated with SAP/R3 ( Scott, 1999) . This posed a huge threat for the implementation of SAP despite the support from top management as the warehouse employees opposed its implementation ( Scott, 1999) . The rise in the number of R/3 transactions to be processed after the start of the project put the scope of the project at great risk ( Scott, 1999) . This increased burden on the system is mainly because â€Å"FoxMeyer signed a large contract to supply University Health System Consortium (UHC)† ( Scott, 1999) . Another risk faced by FoxMeyer in the implementation process of SAP/R3 is the lack of skilled workers ( Scott, 1999) . â€Å"This forced the management of FoxMeyer to rely on Andersen Consulting which proved to be a greater risk as the external consultants were also inexperienced† ( Scott, 1999) . Lessons Achieved FoxMeyer failed to gauge the risks involved in adopting SAP/R3 in the early stages of the implementation and ended up sharing the risks with the external consultant Andersen Consulting ( Scott, 1999) . It ended up sharing the losses as they did not have any contract which strongly stated that only experienced consultants were t be used ( Scott, 1999). No attempts were made in training the in house workers which ended up in relying heavily on external consultants who hampered the knowledge transfer process within the company ( Scott, 1999). The management allowed the project to divert from its scope regularly which in-turn affected the change management process at the later phases of implementation ( Scott, 1999). Discussion and Conclusion: The two above mentioned case studies are representations of successful implementation of SAP R/3 ERP system in one company and a failure in implementation which caused huge losses in the other company. In the first case the success of the implementation process is mainly due to the constant and shared effort of all the parties involved with the project. Several factors such as their capacity to accept change, detailed planning, adequate financial resources and time frames contributed to the organisational transformation of PWC.