Description
Enterprise resource planning (ERP) systems integrate internal and external management of information across an entire organization—embracing finance/accounting, manufacturing, sales and service, customer relationship management, etc.
EFFECTIVE UTILIZATION OF ERP AS A CONCEPT AND A PRODUCT
Table of Contents
Sr. Contents
1 2
Page
6 6-11 12-13 13-17 18 19-21 22 23-29 30-38 39-44 45-53 54-60 61 62
3 4
5 6
Objective Introduction 2.1 Introduction of ERP 2.2 Introduction of SAP 2.3 Introduction of SAP ERP 2.4 Introduction of Marketing 2.5 Introduction of Education Sector Purpose, Scope and Limitations of the study Company Profiles 4.1 Navyug Arts & Commerce college 4.2 Union Bank of India 4.3 Priyadarshini Suvidha Swa Seva Kendra 4.4 Punjab National Bank 4.5 The Mobile Store Ltd. Summary Bibliography
1. Objectives
Objectives of summer internship are as follows:
Page 1 of 57
1) To study effective utilization of ERP in an organization. 2) To study business processes of an organizations. 3) Correlate courses of study with the way industry or potential workplace operates its business.
2. Introduction
2.1 Introduction of ERP
Enterprise Resource Planning (ERP) is probably the most prolific concept ever generated by industrial strength application vendors. Many companies are willing to “bet their business” on the promise that enterprise-wide systems will translate into enhanced corporate value, particularly within decentralized companies that compete globally. ERP is defines as an integrated software package which integrate all the department of an organization. Several department of an organization are marketing, sales, finance, production etc. Since an ERP package integrates these entire departments, thus the performance of an organization will be improved. It is used to manage the important part of business including product planning, purchasing, maintaining inventories, customer service etc. Every department has its own computer system optimized for their particular work but an ERP system combines them all together into a single computer through integrated system approach. In short ERP system provides a single database where business transaction are recorded, processed, monitored and reported.
Page 2 of 57
ERP system does not replace the computer of a particular department rather it integrates all the department of an organization into a single computer and provides a flexible database.
Evaluation of ERP
Inventory control or Re-order point (1960): In 1960’s most of the ERP system was concentrate on the inventory control ability also called re-order point system. Historical data were used to forecast future inventory demand. When an item falls below the predetermined level additional inventory is ordered. Material requirement planning (1970): In 1970’s this system was introduced and it focused on demand based approach for planning and manufacturing of product and ordering inventory. Manufacturing resource planning (1980): In 1980’s this approach was introduced. It was used for adding tool for sales promotion, customer satisfaction, customer order processing, production plan and focus on quality and reducing overhead cost and detailed reporting. Manufacturing resource planning-II with manufacturing executive system (MES) (1990): In 1990 this system was introduced. It provides ability to adapt production schedules to meet customer needs. Main focused was on ability and adopt new products and services to meet customer needs.
ERP in late 1990
Hidden Cost of ERP System:
Page 3 of 57
? Training expenses ? Customization: Core of ERP system is actual customization of ERP System itself. ? Integration and testing ? Replacing the staff ? Wait for ROI
Integrated System Approach
ERP package integrate the different department of an organization with the help of integrated system approach. Integrated system approach requires successful implementation of re-engineering process for better result of an ERP system. Business re-engineering revolves around the IT and continues change. It is a fundamental rethinking of business process to improve the quality and output of the product or service.
Origin of the Term ERP
The initials ERP originated as an extension of MRP (material requirements planning; later manufacturing resource planning) and CIM (Computer Integrated Manufacturing). It was introduced by research and analysis firm Gartner in 1990. ERP systems now attempt to cover all core functions of an enterprise, regardless of the organization's business or charter. These systems can now be found in nonmanufacturing businesses, non-profit organizations and governments. To be considered an ERP system, a software package must provide the function of at least two systems. For example, a software package that provides both payroll and accounting functions could technically be considered an ERP software package.
Overview of ERP solutions
Page 4 of 57
Some organizations typically those with sufficient in-house IT skills to integrate multiple software products, choose to implement only portions of an ERP system and develop an external interface to other ERP or stand-alone systems for their other application needs. For example, one may choose to use human resource management system from one vendor, and perform the integration between the systems themselves. ERP delivers a single database that contains all data for the software modules, which would include: Manufacturing- Engineering, bills of material, scheduling, capacity, workflow management, quality control, cost management, manufacturing process, manufacturing projects, manufacturing flow. Supply chain management- Order to cash, inventory, order entry, purchasing, product configuration, supply chain planning, supplier scheduling, inspection of goods, claim processing, and commission calculation. Financial- General ledger, cash management, accounts payable, accounts receivable, fixed assets, cost accounting. Project management- Costing, billing, time and expense, performance units, activity management. Human resources- Human resources, payroll, training, time and attendance, roistering benefits. Customer relationship management- Sales and marketing, commissions, service, customer contact and call center support.
Benefits of an ERP System or reasons for growth of ERP
Page 5 of 57
1) Effective utilization of resources 2) Improvement in business performance 3) Integration of information i.e. integration of all the department of an organization 4) Sharing of common data and information 5) Global Adaptation 6) Improvement in the quality of the product at the same price 7) ERP targeted all types of business organization whether large business or small business organization 8) Lowers the total cost in supply chain management through JIT approach. 9) Eliminate limitation in legacy system i.e. traditional system 10) Order fulfillment improvement 11) Improvement in customer service.
ERP in India
Today, India is transforming into world IT hub and all major players in the field are working constantly towards promoting and expanding their market. In this scenario Enterprise Resource Planning (ERP) will be playing a major role in growth of small and medium size industries in India apart from contributing largely into the big business enterprises. ERP solution, which will help streamline the functionality and technicality of a software solution in an organization, without any doubt will be an added advantage in generating return on investment on a pre-conceived notion. If the facts and figures are be believed, the ERP market could boom in India and give the necessary impetus to stakeholders. ERP software solutions were initially used only for back office functions. They were not given the due importance and treated just like another supporting function. Reasons like lack of
Page 6 of 57
awareness formed one part while other reasons were costs and technical difficulties. As explained earlier the gradual demand for ERP increased with a slump in the software market. Since this led companies to go in for ERP they automatically started to learn more about it either by force or felt need as they were left with no alternative. This indirectly created the awareness among companies. They learned more on ERP and realized its diverse applications. Finally they resorted to use ERP for the whole of the company and stopped the idea of restricting it to mere back office functions. Financial burden is a major determinant of ERP market in India. Many companies are hesitates to invest in ERP due to the exorbitant costs involved in it. Realizing this situation, SAP has come out with an ideal ERP.
What is the reason for ERP market growth in India?
ERP market in India steadily growing for the last few years and the main reason for this enormous growth can be attributed to the inability of order system to manage the conversion to year 2000. There are also other factors such as industry best practices, easy and faster implementation and good cost predictions. Another factor behind the growth is that already existing clients acquire more licenses and modules. The number of employees using the ERP system is increasing and the ERP clients who have started with the basic modules are going for subsequent applications. There is also a trend to replace customized system with standard application packages, like an ERP system. India is expected to present ERP suppliers an important marketplace as manufacturing companies are significantly investing in technology solutions to improve their manufacturing operations. According to observation made by some experts in the field, the ERP market started showing solid organic growth since 2004 as IT spending improved.
Page 7 of 57
The Indian ERP market experienced CAGR (compounded annual growth rate) of 25.2 during the period of 2004-2009. The market was $83 million in 2004, and is projected to be over $250 million in 2009, according to a research report. The report further clarifies that manufacturers in India are increasingly implementing ERP solutions to ensure that decision makers have the required information visibility across the value chain.
2.2 Introduction of SAP
As the world's leading provider of business software, SAP delivers products and services that help accelerate business innovation for our customers. We believe that doing so will unleash growth and create significant new value – for our customers, SAP, and ultimately, entire industries and the economy at large. Today, customers in more than 120 countries run SAP applications – from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations. Founded in 1972, SAP has a rich history of innovation and growth as a true industry leader. SAP currently has sales and development locations in more than 50 countries worldwide and is listed on several exchanges, including the Frankfurt Stock Exchange and NYSE under the symbol "SAP." SAP’s Headquarter is in Walldorf, Germany. SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide. Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally
Vision and Mission
Our vision is for companies of all sizes to become best-run businesses. In today's challenging business environment, best-run companies have clarity across all aspects of their business, which allows them to act quickly with increased insight, efficiency, and flexibility. By using SAP solutions, companies of all sizes – including small businesses and midsize companies can reduce costs, optimize performance, and gain the insight and agility needed to close the gap between strategy and execution. To help our customers get the most out of their IT
Page 8 of 57
investments so that they can maximize their business performance, our professionals deliver the highest level of service and support.
2.3 Introduction of SAP ERP
The SAP ERP application is an integrated enterprise resource planning (ERP) software manufactured by SAP AG that targets business software requirements of midsize and large organizations in all industries and sectors. It allows for open communication within and between all company functions. SAP stands for Systems, Applications and Products. It uses the concept of modules ("individual programs that can be purchased, installed, and run separately, but that all extract data from the common database"). SAP AG, the company that provides the enterprise resource planning solution has upgraded the package and launched it as SAP ECC 6.0 in 2005. ECC stands for Enterprise Central Component. The purpose of positioning it as ECC is to enable SAP to build and develop an environment of other products that can function upon the foundation of the central component. SAP's ERP solution includes several modules that support key functional areas some of them are: • SAP ERP Financials • SAP ERP Logistics • SAP ERP Human Resource Management • SAP ERP Production Planning • SAP ERP Material Management
The evaluation of mySAP ERP
SAP R/3 through version 4.6c consisted of various applications on top of SAP Basis, SAP's set of middleware programs and tools. When SAP R/3 Enterprise was launched in 2002, all applications were built on top of the SAP Web Application Server. Extension sets were used to deliver new features and kept the core as stable as possible. The Web Application Server contained all the capabilities of SAP Basis. As a result of marketing changes and changes in the industry, other versions of SAP have been released that address these changes. The first edition of mySAP ERP was launched in 2003 and bundled previously separate products, including SAP R/3 Enterprise, SAP Strategic Enterprise Management (SEM) and extension
Page 9 of 57
sets. The SAP Web Application Server was wrapped into Net Weaver, which was also introduced in 2003. A complete architecture change took place with the introduction of mySAP ERP edition 2004. R/3 Enterprise was replaced with the introduction of ERP Central Component (SAP ECC). The SAP Business Warehouse, SAP Strategic Enterprise Management and Internet Transaction Server were also merged into SAP ECC, allowing users to run them under one instance. Architectural changes were also made to support enterprise services architecture to transition customers to a services-oriented architecture. More than 2,300 customers are using the latest version of mySAP ERP, since it was released in early 2005, according to SAP. SAP reported a 20% growth in new ERP license deals in the second quarter of 2005.
Features & Functions
SAP ERP redefines enterprise resource planning – delivering role-based access to crucial data, applications, and analytical tools. With SAP ERP, you can efficiently deal with business challenges in the following areas: End-user service delivery – Ensure that your employees can readily access the critical data, applications, and analytical tools they need to perform all their job functions efficiently and effectively while also supporting a shared-services organizational model for human resources, finances, and other key processes. SAP ERP offers role-based access and self-services through the manager and the employee portals, Duet, and employee interaction center support. Plus, SAP Mobile Time and Travel enables employees in the field to report time and expenses offline. SAP ERP Financials – Ensure compliance and predictability of business performance – so your organization can gain a deeper financial insight across the enterprise and tighten control of finances. SAP ERP Financials automates financial and management accounting and financial supply chain management. The solution also provides rigorous support for corporate-governance mandates such as Basel II and Sarbanes-Oxley. SAP ERP Human Capital Management – Optimize your HR processes with a complete, integrated, and global human capital management (HCM) solution. SAP ERP provides this HCM solution for organizations of all sizes and in all industries. You can maximize the potential of your workforce, while supporting innovation, growth, and flexibility. The SAP ERP HCM solution automates talent
Page 10 of 57
management, core HR processes, and workforce deployment – enabling increased efficiency and better compliance with changing global and local regulations. SAP ERP Operations – Manage end-to-end procurement and logistics business processes for complete business cycles – from self-service requisitioning to flexible invoicing and payment – optimizing the flow of materials. SAP ERP Operations also helps discrete and process manufacturers manage the entire life cycle of product development and manufacturing. The solution automates the entire manufacturing process and reduces costs by controlling and adapting the manufacturing process in real time – and increases customer satisfaction by delivering higher-quality products. SAP ERP Corporate Services – Helps organizations manage their most costintensive corporate functions by supporting and streamlining administrative processes in the areas of real estate; enterprise assets; project portfolios; corporate travel; environment, health, and safety compliance; quality; and global trade services. SAP ERP Corporate Services is a complete and integrated solution that maximizes transparency and control, while reducing financial and environmental risks and enhancing safety of employees. Performance Management – Support the entire life cycle of performance management, delivering real-time, personalized measurements and metrics to improve business insight and decision making. SAP ERP supports financial analytics, operations analytics, and workforce analytics, as well as consolidated financial and statutory reporting; planning, budgeting, and forecasting, strategy management and scorecards, and risk management.
Business Benefits
SAP ERP delivers a comprehensive set of integrated, cross-functional business processes. With SAP ERP, you can gain the following benefits: 1) Improve alignment of strategies and operations. 2) Run your enterprise in accordance with strategy and plans, accessing the right information in real time to identify concerns early. 3) Pursue opportunities proactively. 4) Achieve corporate objectives by aligning workforce and organizational objectives. 5) Find the best people and leverage their talent in the right job at the right time. 6) Improve productivity and insight. 7) Leverage self-services and analytics across your organization.
Page 11 of 57
8) Improve operational efficiency and productivity within and beyond your enterprise. 9) Reduce costs through increased flexibility. 10) Use enterprise services architecture to improve process standardization, efficiency and adaptability. 11) Extend transactions, information and collaboration functions to a broad business community. 12) Support changing industry requirements. 13) Join SAP's world-class partner network, uniquely qualified to support the best business practices in more than 25 industries. 14) Improve financial management and corporate governance. 15) Gain deep visibility into your organization with financial and management accounting functionality combined with business analytics. 16) Increase profitability, improve financial control, and manage risk. 17) Integrate and optimize business processes. 18) Eliminate high integration costs and the need to purchase third-party software. 19) Deploy other SAP Business Suite applications incrementally to improve cash flow and reduce costly borrowing. 20) Gain higher ROI faster. 21) Install SAP ERP using rapid-implementation techniques that cost less than half what traditional approaches cost. 22) Retain your top performers through clearly defined career and development plans. 23) Link employee’s performance to compensation programs such as variable pay plans and long-term incentives. 24) Provide immediate access to enterprise information. 25) Give employees new ways to access the enterprise information required for their daily activities.
Advantages and disadvantages of SAP ERP
Advantages: 1) Vendors have past knowledge and expertise on how to best build and implement a system 2) No hardware purchase or maintenance costs 3) No developer training costs and the vendor will train the users Disadvantages: 1) Locked into relationship by contract and manageability with vendor - a contract can hold a company to the vendor until it expires and it can be unprofitable to switch vendors if switching costs are too high
Page 12 of 57
2) Inflexibility- vendor packages may not fit a company's business model exactly and customization can be very expensive 3) Return on Investment may take too long to be profitable 4) Most SAP ERP implementations have a very high risk of project failure
1.4 Introduction of Marketing
Marketing is an integrated communications-based process through which individuals and communities discover that existing and newly-identified needs and wants may be satisfied by the products and services of others. Marketing is defined by the American Marketing Association as the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. The term developed from the original meaning which referred literally to going to market, as in shopping, or going to a market to buy or sell goods or services. The Chartered Institute of Marketing, which is the world's largest marketing body, defines marketing as "The management process responsible for identifying, anticipating and satisfying customer requirements profitably”.
Four Ps of Marketing
•
•
•
•
Product: The product aspects of marketing deal with the specifications of the actual goods or services, and how it relates to the end-user's needs and wants. The scope of a product generally includes supporting elements such as warranties, guarantees, and support. Pricing: This refers to the process of setting a price for a product, including discounts. The price need not be monetary; it can simply be what is exchanged for the product or services, e.g. time, energy, or attention. Methods of setting prices optimally are in the domain of pricing science. Place (or distribution): refers to how the product gets to the customer; for example, point-of-sale placement or retailing. This third P has also sometimes been called Place, referring to the channel by which a product or service is sold (e.g. online vs. retail), which geographic region or industry, to which segment (young adults, families, business people), etc. also referring to how the environment in which the product is sold in can affect sales. Promotion: This includes advertising, sales promotion, publicity, and personal selling. Branding refers to the various methods of promoting the product, brand, or company.
Page 13 of 57
1.5 Education Sector in India
The education system in the country saw a revolution with the emergence of whole new class of education providers, including private institutes, distance education providers, self financing courses in public institution, foreign education providers etc. The number of private institutions has increased in the country impressively where as the number of public institutions both government and aided institutions has increased only marginally. Nearly 30% enrollment is in private unaided institutions which do not receive any grants from the government the growth has been predominantly in institutions offering professional courses. Indian education system has it both negatives and positives so both these are working as bait to attract foreign universities to India. Despite the growth of the education industry as a whole, the recent spike in the nation’s economic growth has left children behind. 142 millions of the 361 millions school age children are not being taught. The failing public school system is providing investors with the rare opportunities to contribute to the betterment of India’s youth and still make profitable return. This $ 40 billion industry has a CAGR (Compounded annual growth rate) of 16% over the next 5 years.
Stages of Education in India
Stages of Education in India , and an indication regarding corresponding
age group of students for each stage, are shown in the table below: S. No Stage Classes / Duration
(with exceptions, if any)
Corresponding Age Group of Students (Indicative) 6 – 18 Years 6 – 14 Years 6 – 11 Years 11 - 14 Years
1.
School Stages 1.1 Elementary 1.1.1 Primary 1.1.2 Upper Primary
I-XII I-VIII (I-VII a few States) I-V (I - IV in a few States) VI - VIII (V - VII in a few States)
1.2 Secondary 1.2.1 High School
IX - XII (VIII - XII in a few States) IX - X (VIII - X in a few States) (I - IV in a few States) XI – XII
14 - 18 Years 14 - 16 Years
1.1.2 Higher / Senior Sec. School
16 - 18 Years
2.
Higher / University Education
18 - 24 Years *
Page 14 of 57
2.1 Non-Professional (e.g. Humanities / Pure Sciences / Commerce) Degree Cources 2.1.1 Undergraduate 2.1.2 Post-graduate 3 Years 2 Years
2.2 Professional Degree / Diploma Depends on the nature of the Courses course *18 - 24 years is usually taken as the age group of students corresponding to university / tertiary education
Market Structure and Size
India is one of the largest markets for education in the world in terms of number of students. Currently, there are over 1 MM schools in India providing education over 200 MM students. The number of teacher in India currently stands at 5.8 MM.
Higher education institutes and others
Types of institutions Number (I) Institutions running Diploma and Certificate courses Polytechnics Teacher training institutions Tech., Indus., Arts & Crafts Total (I) (II) Universities and colleges Universities Colleges Total (II) 1171 1465 5114 7750 543 16009 16552
Currently, with hundreds of universities and thousands of colleges affiliated to them, India has positioned itself comfortably as a country that provides quality higher education to its people in specific and to the world in general.
Jabalpur Education Scenario
Page 15 of 57
The Jabalpur, sited in the Central Indian state of Madhya Pradesh is centers of academic excellence. The Jabalpur education scenario has always contributed a lot to the state's educational industry. The educational importance of the city has earned it the name of Sanskardhani or the cultural pot. The city boasts of more than 150 academic and training institutes. The city of Jabalpur takes pride in three modern universities. The home to more than 30 engineering and medical colleges and almost 70 senior secondary and secondary schools, Jabalpur is truly an educational hub of the state. The schools and colleges in Jabalpur can compete with any top educational institutions of the country. The medical and engineering colleges of Jabalpur produce thousands of professionals of the fields every year.
3. Purpose, Scope and Limitations of the study
Purpose
The purpose of this study to identify the clients who have implemented ERP in their business and those who have not implemented it can be suggested for an ERP for their enterprise and also to identify and study the practices of different sectors.
Page 16 of 57
Scope
This training helps us to understand the whole business process and various ways how an industry works as a whole. It also helps us to develop our skills according to the present market condition. The study also help us t o identify the practices related to finance in different sectors which was a very knowledgeable experience to be gained. This training also builds our skills of marketing together with our specialization fields.
Limitations
Every thing has some pros and cons and so certain limitations of his study that we could observe are as follows: 1) The study is limited to the organization of only to single city (i.e. Jabalpur) which have not provided a clear and correct conclusion of the result. The result and conclusion would only be approximated. 2) The organizations which have been studied and surveyed are no providing us with full information which has hampered the results and conclusion. 3) The process of study was very time consuming as traveling long distances take a lot of time. 4) The process was also very costly. 5) Difficulty in getting appointment from people as the ware very busy inn their official work. 6) Ignorance and unwillingness of the people to meet
4. Company Profiles
4.1 Navyug Arts & Commerce College, Jabalpur
Navyug College was founded in 1962, shifted to new campus in 1968. Navyug College has completed 46 years of contribution to the field of General Education.
Page 17 of 57
The College is situated between Railway Station and University in the Civil Lines area of Jabalpur, Madhya Pradesh. It was established by Prof. Ramesh Chandra Choubey, its founder Principal, under the aegis of Navyug Education Society on a sprawling land area of three acres (Cost Rs. 2 cr.). The college is registered under Section 2(F) of UGC, New Delhi by virtue of which has been the beneficiary of various Development Schemes of the Central Govt. for the last several years. The college conducts various courses under the faculty of Arts, Social Science, Commerce, Education and Computer Science. Admissions to these courses are done according to the rules prescribed by Higher Education and University. The number and admission of SC, ST, OBC and Girl students in the college is determined according to the rules and guidelines of the Government For the general students the upper age limit is fixed at 22 years for undergraduate course and 25 years for postgraduate courses. In case of SC, ST, OBC and Girl students the upper age limit is kept flexible. Admission to college is given according to merit and to B.Ed classes is given through Councelling under the rules established by the MP Govt. The new Semester system has been introduced in UG and PG first year from 2008-09 sessions. The following courses are being offered by the college: Arts & Social Science Faculty 1. B. A. (Three Years Degree Course) Compulsory Subject - Foundation Course - Three Papers Optional Subject First Combination - Any Three of the following - Two Papers Each Political Science, History, Sociology, Economics, Hindi Lit, English Lit. Second Combination - Economics, Statistics & Business Data Processing.
2. M. A. (Previous & Final) Political Science and History (Four Paper each) Commerce Faculty 3. B. Com. (Three Years Degree Course) also available with Computer Application. Compulsory Subject - Foundation Course - Three Papers
Page 18 of 57
First Year & Second Year (Two Papers Each) Optional Subjects a) Accounting b) Business Management c) Applied Economics or Computer Application Third Year (Two Papers Each) Optional Subjects a) Income Tax & Indirect Tax b) Management Accounting & Auditing c) Any One - i) Finance ii) Marketing iii) E-Commerce 4. M. Com. (Previous & Final) 5. Post Graduate Diploma in Computers and Management (PGDCM) (Two Years Course) Computer Faculty 6. BCA - Three Years Course under Semester System Education Faculty 7. B. Ed - One Year Course Staff details: There is 32 teaching & 12 non teaching staff members are working. Total 638 students are there in the institution.
Other facility
1) NCC: It was established in the college in the year 1980. This college has 1MP Artillery Regiment NCC Unit. Artillery is one of the best Arms of the Indian Army.80 Cadets are enrolled every year, out of which 15 seats are reserved for girls.
Page 19 of 57
At present Major Sushant Kumar Sinha is NCC Officer of the college. Maj Sinha got Commission in Sep 1982 after doing the courses at OTS Kamptee and Artillery Center at Hyderabad. He has completed course in Civil Defense from National Civil Defense College, Nagpur. In 26 years of his NCC career he has attended 40 Camps and Courses. In addition to CATC he has also participated in NIC, Tracking Expedition, Cycle Expedition, Adventure Camp and Army Attachment Camp. Above all he also participated in Nation s most important event "RDC” New Delhi in 2001. NCC parade is held on every Sunday from 8 am to 12:30 pm during the months of August January. Many NCC cadets of the college have brought name & fame to the college by participating in many All India Camps and joining the Indian Army. In the field of social service the students of the college have always remained in the fore-front in acts like Blood Donation and Tree Plantation. 2) NSS 80 Students Unit College also has a unit of NSS comprising of 80 students. President Principal Dr. Miss Nalini Keller was the first Programmer Officer of the NSS. Subsequently Mr. Chandra Prakash Verma, Sr. Sports Officer became incharge of NSS. At present Dr. Santosh Yadav, Head of the Commerce Faculty is the NSS Programmer Officer. The NSS Unit of the college organizes various programmed of social reawakening. Under the inspiring leadership of Dr. Yadav the students organizes Rallies and Programmes related with the burning issues of the society. 3) Free consultation and coaching classes College provides free consultation and coaching classes for final year students for the preparation of competitive exams.
Organizational Structure
Page 20 of 57
Principal
Arts
Commerce
Education
Computer Science
Administrati on
Faculties And Staff
Faculties And Staff
Faculties And Staff
Faculties And Staff
Administrativ e Staff
Process of Fund Management
Sources
UGC (20 lakh)
State Government (22 lakh)
Student Fees (17 lakh)
Note: Data as per last year
Investment of Sources
1) UGC’S fund invests as per UGC’S rule like on:
Page 21 of 57
? Purchasing books ? Purchasing equipments ? Seminars etc. 2) State govt.’s fund is use to pay salaries to staff members (Salary paid as per UGC scale) 3) Student’s fees is used on development of institution
Promotional activities
1) The college spends around 50000 Rs. in a year for their promotional Activities. 2) Navyug College’s promotional activities based on more toward their Students such as they provide extra facilities (like free coaching, provide Magazines, guest lectures etc.) to student to promote their college. 3) They also organize activities and events to promote their college. 4) They promote through providing consultancy to students regarding their Career. 5) In the indirect form of marketing they promote through advertisement of Radio, Television, print aids, pamphlets, Brochure and hoardings etc.
SWOT Analysis
Page 22 of 57
Strengths 1) Low fee structure 2) Financial support from UGC and Government 3) One of the best art & commerce college 4) Free career guidance & coaching classes for competitive exams 5) Providing extra facilities to students 1) 2) 3) 4)
Weakness Most of the fund is used as per only UGS and Govt. guidelines Infrastructure is not good enough to attract Inadaptability of computer technology advance
Insufficient human resource
Opportunities 1) High growth in education sector 2) Scope for other graduation, Post Graduation and vocational course 1) 2)
Threats Large number of competitors Poor recognition for political and student activities
Analysis of Navyug Arts & Commerce College, Jabalpur
Page 23 of 57
Courses - 4 Departments – 5 Manpower – 45 Students – 650 Funds – 60 lakh approx Finance – UGC, State Govt. and Student fees Software – Fonix software solutions
Recommendations for ERP
Implementation of SAP ERP will help in better management of campus activities, student lifecycle, research, grants, financials, operations, human capital and assets. SAP's ERP supports the full range of institutional processes: 1) 2) 3) 4) 5) 6) 7) 8) It helps in maintaining the record of students It helps in Grants and funds management It helps in Financial management, budgeting, and planning It helps in Relationship management, institutional development, and enrolment management It helps in Governance and compliance It helps in Human capital management It helps in Institutes asset management It helps in measuring the performance of institution
4.2 Union Bank of India
Page 24 of 57
The dawn of twentieth century witnesses the birth of a banking enterprise par excellence- UNION BANK OF INDIA- that was flagged off by none other than the Father of the Nation, Mahatama Gandhi. Since that the golden moment, Union Bank of India has this far unflinchingly traveled the arduous road to successful banking... a journey that spans 88 years. We at Union Bank of India, reiterate the objective of our inception to the profound thoughts of the great Mahatama... "We should have the ability to carry on a big bank, to manage efficiently crores of rupees in the course of our national activities. Though we have not many banks amongst us, it does not follow that we are not capable of efficiently managing crores and tens of crores of rupees." Union Bank of India is firmly committed to consolidating and maintaining its identity as a leading, innovative commercial Bank, with a proactive approach to the changing needs of the society. This has resulted in a wide range of products and services, made available to its valuable clientele in catering to the smallest of their needs. Today, with its efficient, value-added services, sustained growth, consistent profitability and development of new technologies, Union Bank has ensured complete customer delight, living up to its image of, “GOOD PEOPLE TO BANK WITH”. Anticipative banking- the ability to gauge the customer's needs well ahead of real-time - forms the vital ingredient in value-based services to effectively reduce the gap between expectations and deliverables. The key to the success of any organization lie with its people. No wonder, Union Bank's unique family of about 26,000 qualified / skilled employees is and ever will be dedicated and delighted to serve the discerning customer with professionalism and wholeheartedness. Union Bank is a Public Sector Unit with 55.43% Share Capital held by the Government of India. The Bank came out with its Initial Public Offer (IPO) in August 20, 2002 and Follow on Public Offer in February 2006. Presently 44.57 % of Share Capital is presently held by Institutions, Individuals and Others. In March 2008, Union Bank became the first large Public Sector Bank to network all its branches under the Core Banking Solution (CBS). Over the years, the Bank has earned the reputation of being a techno-savvy and is a front runner among public sector banks in modern-day banking trends. It is one of the pioneer public sector banks, which launched Core Banking Solution in 2002. Under this solution umbrella, All Branches of the Bank have been 1135 networked ATMs, with online Tele banking facility made available to all its Core Banking Customers - individual as well as corporate. In addition to this, the versatile Internet Banking provides extensive information pertaining to accounts and facets of banking. Regular banking services apart, the customer can also avail
Page 25 of 57
of a variety of other value-added services like Cash Management Service, Insurance, Mutual Funds and D-Mat. The Bank will ever strive in its endeavor to provide services to its customer and enhance its businesses thereby fulfilling its vision of becoming “THE BANK OF FIRST CHOICE IN OUR CHOSEN AREA BY BUILDING BENEFICIAL AND LASTING RELATIONSHIP WITH CUSTOMERS THROUGH A PROCESS OF CONTINUOUS IMPROVEMENT”.
ORGANISATIONAL STRUCTURE
List Of Regional Offices Bank has a lean three-tier structure. The delegated powers have been enhanced. The decentralized power structure has accelerated decision making process and thereby Bank quickly responds to changing needs of the customers and has also been able to adjust with the changing environment. Bank has five General Manager Offices at Ahmedabad, Pune, Lucknow, Delhi, Bangalore, Bhopal, Mumbai, Calcutta and Chennai which function as an extended arm of corporate office. It also has two Zonal Offices at Bhopal and Pune. Tier 3 comprises of 53 Regional Offices at various geographical center of the country.
Union Bank of India, Super Bazaar, Jabalpur
This branch was established in 1967 at Super Bazaar, Jabalpur. It is a CBS branch. Core Banking Solution (CBS) is networking of branches, which enables Customers to operate their accounts, and avail banking services from any branch of the Bank on CBS network, regardless of where he maintains his account. Nearly 35 employees are working in this branch. UBI has 10 ATMs in the city. UBI has 2500 branches all across the country and all branches are interconnected through INTRANET (lease line and ISD based) software.
Organizational Structure of Branch
Page 26 of 57
BM – Branch Manager OM – Operation Manager PB – Personal Banker CSM – Customer Service Manager CRM – Customer Relationship Manager CSO – Customer Service Officer CRO – Customer Relationship Officer
BM PB OM
CSM
CSM
CRM
CSO
CSO
CRO
CSO
CSO
CRO
CSM
Business Process
Page 27 of 57
UBI’s Operation
Personal Banking Savings and Deposit Retail Loans Cards Insurance Investment Payments Corporate Banking SME credit Insurance E-Tax NRI Banking Remittance Loan and Services Savings and Deposit Payments Internet Banking ATM Service Bill Payment Online Custom Duty Payment
Fund management
Sources of income
Reserve Bank of India
Deposits
Charging interest
Investments
Page 28 of 57
Amount earned by Union Bank of India form above sources is invested in different fields to earn more profit.
Investment Areas
Lending to the customers
Various bonds
Venture funds
Syndication finance
Export finance
Money Transfer Facility
The Payer accepts that he will be responsible for keying in the correct details which are required to make fund transfers through the Facility; such details being specified by Union Bank of India from time to time. In no case, Union Bank of India will be held liable for any erroneous transactions arising out of or relating to the Payer keying in erroneous details required making fund transfers through the Facility, Union Bank of India shall specify from time to time the upper limit that may be transferred by the Payer for the Facility through unionbankofindia.com. If the Facility is made available to the payer, it may be used for transfer of funds from Account to other accounts belonging to third parties maintained at Union Bank of India and/or at any other Bank which falls under the network of Reserve Bank of India's Electronic Fund Transfer or National Electronic Fund Transfer system or Real Time Gross Settlement. The liability of Union Bank of India shall only commence subsequent to the debit in the Payer’s account.
Marketing Strategies
Page 29 of 57
Union bank strongly believes in “winning the customer by winning their hearts” through complete satisfaction of their needs. Union banks marketing strategies more towards making their existing customers loyal because they believe that it is their customer who provides them with new customers. Union bank uses KYC (Know your customer) form to have complete association with their customers. Target Market [email protected] Personal bankers target markets includes businessman, salaried individuals, house wives, retired individuals and any one who has potential to provide legal deposit to the bank. Promotional Strategies UBI uses both direct and indirect form of marketing for the promotion and direct marketing such as, sending message directly to the consumers through addressable media like mail, telephone and meeting with customers. On the other hand indirect marketing such as advertisement tools like billboards, TV commercial, radio commercial etc. Public Relation Union bank strongly aims to develop positive relationship with public. Direct Mail Through direct mail UBI uses their resource effectively by allowing them to send publicity material to named person with their target segment. Internet Promotion Owning a website is now a crucial ingredient for the marketing mix strategy of any organization. Union bank customers can obtain instant information as well as through I-Banking customers can enjoy a host of a service. Personal Selling The foremost promotional strategy of UBI is personal selling i.e. selling products one to one. Product Strategies Augmented Product With every new account opened, UBI provide a free cheque book and a free shopping /debit card.
Page 30 of 57
Augmented Personalized Services Personal bankers are dedicated to provide best service and attention to customers.
SWOT Analysis
Strengths 1) 100% core banking solution 2) Techno-savvy and is a front runner among public sector banks in modern-day banking trends 3) Strong customer relationship 4) Majority government ownership Weakness 1) High interest rate compare to other banks 2) Lengthy business process 3) Low deposit return
Opportunities 1) 2) 3) Fast growing Indian economy High growth in banking sector Scope in rural and semi-urban areas 1) 2)
Threats Rising interest rate due to slowdown Very high competition prevailing in the industry 3) Lack of infrastructure in rural areas
Page 31 of 57
Analysis of Union Bank of India, Jabalpur
Products – 4 main products and more than 15 sub products Manpower – 35 Departments – 3 Turnover – Approx 15 Cr (Annually) Finance – Government, RBI, Sales Software – Intranet (lease line and ISD based) ERP can be implemented in the Union Bank of India because it is big organization. It has various departments like saving, current and advance department etc. they all have individual information which is gathered at regular intervals. Situation come when one department needs basic information about other department and for that purpose if ERP is implemented in the bank then it will be very advantageous. For example insecurity, it helps in authentication of the data, data recovery, removing data redundancy. Recommendations for SAP ERP 1) It improves the operational excellence. It simplifies business operation across products and service lines. 2) It’s integrated financial and risk management processes support the management of risk across the organization. 3) It enables you to acquire, maintain and retain customers as a part of customers -centric business strategy. 4) Product bundling features helps in constructing customer specific offers. 5) It helps in customer relationship enhancement by connecting front and back offices tasks. It also provides a superior customer experience and stronger top line growth. 6) It gives better understanding of customers by gathering customer’s information liker their account and transaction.
Page 32 of 57
7) By integrating customer interaction across channels solutions of queries could be done in a single contact. The solution can help greatly to improve the customer experience. 8) A SAP ERP real time analytical dashboard helps in reviewing marketing campaign and sales results. 9) It generates auto alerts appointment entries or issue escalation to help sales advisor pick up directly with customers. 10) 11) 12) 13) 14) 15) 16) It gives heighten employee satisfaction. It helps in increase your competitive advantage. It helps in bank integrate valuation and calculation for various financial instruments. It helps in credit portfolio management, profit management and management accounting etc. It helps in value financial instruments under today’s regulations. It provides significant flexibility in designing creating and expanding credit risk report. It produces detailed reporting data for financial instruments.
Page 33 of 57
4.3 Priyadarshini Suvidha Swa Seva Kendra, Marhatal, Jabalpur
Priyadarshini Suvidha Seva Kendra is a government recognized retail outlet established by Govt. of India which works under govt.’s rules and regulation for the welfare of the people. It is a non profit making organization. Priyadarshini Suvidha Seva Kendra’s first outlet at Jabalpur was established in 27 February 1994, at Marhatal. Now at present total 3 branches are situated in Jabalpur. Its head office of Madhya Pradesh is situated in Bhopal. Priyadarshini Suvidha Seva Kendra’s main branch of Jabalpur is at Marhatal. It deals in mostly FMCG products.
Vision and Mission
Priyadarshini Suvidha Seva Kendra is established with the vision of providing better quality products to people at reasonable price under one roof. Priyadarshini Suvidha Seva Kendra, Marhatal, Jabalpur Industry Type - Retail Industry Software - Cyber logic OPC Products - 3 categories over 5000 products Manpower - 24 employees Department - 2 departments (Finance, Purchase) Annual Turnover - Approximately 5.5 to 7.5 crore rupees Procurement – local wholesalers, Head office Finance - 2 sources of fund (Govt. fund and Sales)
Page 34 of 57
Product List
Product
House hold products
Cosmetic products
Electric items
Organizational Structure
Branch manager
Store supervisor
Purchase officer
Head cashier
Line of business head
Godown incharge
Cashier
Line of business member
Godown supervisor
Computer operator
Page 35 of 57
Fund Management
Sources of Income
Government fund
Sales
Business Process
Floor member report to Floor head report to Store supervisor report to
Store to consume r
Local dealers or if not available than report to Head office
Purchase officer checks godown if not available than calls to
Branch manager Calls to purchase officer
Pricing Method
As Priyadarshini Suvidha Seva Kendra is non profit making organization so they decide price of the products at maximum 7% profit margin i.e. Sales price =Purchase price +7 to 12% profit (it includes salaries, maintenance cost and other expenses)
Target Market
Priyadarshini Suvidha Seva Kendra targets middle class, average salaried people for their potential customers. They also targets to businessman, housewives, old age people for their potential customers.
Page 36 of 57
Promotions
Priyadarshini Suvidha Seva Kendra uses indirect form of marketing for promotions such as: ? ? ? ? ? Advertisement (Print aids, Radio, Television) Advertising in local dailies Special events pricing Seasonal discounts and free coupons Public relation through newspaper, magazines
SWOT Analysis
Strengths 1) Target one stop discounted price shopping at 1) 2) 3) 3) Target price conscious consumers 4) 4) Government ownership 5) Easy decision making process Opportunities 1) Fast growing retail sector 2) Growth in organized retail sector 3) Evolving consumer preference 4) Increase in product list 5) Increase in profit margin Threats 1) Large number of competitors 2) Unfavorable Government policies 3) Unorganized retail General perception of people as a Govt. organization Weakness Purchasing from local dealers of products Profit margin limitation Casual behavior of employees
2) Provide best quality products at cheaper price
Page 37 of 57
Analysis of Priyadarshini Suvidha Swa Seva Kendra, Marhatal, Jabalpur
Industry Type - Retail Industry Software - Cyber logic OPC Products - 3 categories over 5000 products Manpower - 24 employees Department - 2 departments (Finance, Purchase) Annual Turnover - Approximately 5.5 to 7.5 crore rupees Procurement – local wholesalers, Head office Finance - 2 sources of fund (Govt. fund and Sales) Even though Priyadarshini Suvidha Swa Seva Kendra is a non profit making organization but still the implementation of SAP ERP will serve their purpose. In future the company can be implement small ERP software which is low cost and affordable; it will help in simplifying the business process as well as it will help in reducing the cost of the products.
Recommendation for ERP
1) It helps in maintaining the customer database. With the help of customer database organization can make the customers grouping and will be able to give priority to them according their purchasing power and needs. 2) It enables you to acquire, maintain and retain customers as a part of customers -centric business strategy. 3) Record of business operations are done manually which is time consuming It improves the operational excellence. It simplifies business operation across products and service lines. 4) With the help of ERP good procurement process can be possessed. It will helps in keep the record of transporting cost. 5) It helps in keeping of outside dealers and distribution centers of the products. 6) It generates auto market analysis report which helps in meeting the needs of customers as well as helps in making policies.
Page 38 of 57
7) It comprises of Contact Management and Sales Order Processing Management. It is an integrated solution comprising of marketing and sales activities. Organization can act immediately to improve sales, service and marketing effectiveness by using this Module 8) ERP provides a powerful and flexible set of features to help you manage and report your inventory information. 9) ERP streamlines procurement of required raw materials, packaging material, sub assembly and other non-inventory materials. It automates the processes of identifying potential suppliers, Supplier Evaluation, Supplier Quote Evaluation, awarding purchase order to the supplier, and billing processes.
10) ERP gathers financial data from various functional departments and generates valuable financial reports. 11) With the ERP financial reports Financial Manager as well as other Managers within business can review the financial position of the company in real time and assist in better decision-making and strategic planning. 12) It routinely maintains a complete employee database including contact information, salary details, attendance, performance evaluation and promotion of all employees.
Page 39 of 57
4.4 Punjab National Bank
Punjab National Bank of India is the first Indian bank started only with Indian capital, was nationalized in July 1969 and currently the bank has become a front-line banking institution in India. The corporate office of the bank is at New Delhi. Punjab National Bank of India has set up representative offices at Almaty (Kazakhistan), Shanghai (China) and in London and a full fledged Branch in Kabul (Afghanistan). With over 38 million satisfied customers and 4668 offices, PNB has continued to retain its leadership position among the nationalized banks. The bank enjoys strong fundamentals, large franchise value and good brand image. Besides being ranked as one of India's top service brands, PNB has remained fully committed to its guiding principles of sound and prudent banking. Apart from offering banking products, the bank has also entered the credit card & debit card business; bullion business; life and non-life insurance business; Gold coins & asset management business, etc. Since its humble beginning in 1895 with the distinction of being the first Indian bank to have been started with Indian capital, PNB has achieved significant growth in business which at the end of March 2009 amounted to Rs 3,64,463 crore. Today, with assets of more than Rs 2, 46,900 crore, PNB is ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and has the 2nd largest network of branches (4668 including 238 extension counters and 3 overseas offices).During the FY 2008-09, with 39% share of low cost deposits, the bank achieved a net profit of Rs 3,091 crore, maintaining its number ONE position amongst nationalized banks. Bank has a strong capital base with capital adequacy ratio as per Basel II at 14.03% with Tier I and Tier II capital ratio at 8.98% and 5.05% respectively as on March’09. As on March’09, the Bank has the Gross and Net NPA ratio of only 1.77% and 0.17% respectively. During the FY 2008-09, its’ ratio of priority sector credit to adjusted net bank credit at 41.53% & agriculture credit to adjusted net bank credit at 19.72% was also higher than the respective national goals of 40% & 18%. PNB has always looked at technology as a key facilitator to provide better customer service and ensured that its ‘IT strategy’ follows the ‘Business strategy’ so as to arrive at “Best Fit”.
Page 40 of 57
The bank has made rapid strides in this direction. Along with the achievement of 100% branch computerization, one of the major achievements of the Bank is covering all the branches of the Bank under Core Banking Solution (CBS), thus covering 100% of it’s business and providing ‘Anytime Anywhere’ banking facility to all customers including customers of more than 2000 rural branches. The bank has also been offering Internet banking services to the customers of CBS branches like booking of tickets, payment of bills of utilities, purchase of airline tickets etc. Towards developing a cost effective alternative channels of delivery, the bank with more than 2150 ATMs has the largest ATM network amongst Nationalized Banks. With the help of advanced technology, the Bank has been a frontrunner in the industry so far as the initiatives for Financial Inclusion is concerned. With its policy of inclusive growth in the Indo-Gangetic belt, the Bank’s mission is “Banking for Unbanked”. The Bank has launched a drive for biometric smart card based technology enabled Financial Inclusion with the help of Business Correspondents/Business Facilitators (BC/BF) so as to reach out to the last mile customer. The BC/BF will address the outreach issue while technology will provide cost effective and transparent services. The Bank has started several innovative initiatives for marginal groups like rickshaw pullers, vegetable vendors, diary farmers, construction workers, etc. The Bank has already achieved 100% financial inclusion in 21,408 villages. Backed by strong domestic performance, the bank is planning to realize its global aspirations. In order to increase its international presence, the Bank continues its selective foray in international markets with presence in Hong Kong, Dubai, Kazakhstan, UK, Shanghai, Singapore, Kabul and Norway. A second branch in Hong Kong at Kowloon was opened in the first week of April’09. Bank is also in the process of establishing its presence in China, Bhutan, DIFC Dubai, Canada and Singapore. The bank also has a joint venture with Everest Bank Ltd. (EBL), Nepal. Under the long term vision, Bank proposes to start its operation in Fiji Island, Australia and Indonesia. Bank continues with its goal to become a household brand with global expertise. Amongst Top 1000 Banks in the World, ‘The Banker’ listed PNB at 250th place. Further, PNB is at the 1166th position among 48 Indian firms making it to a list of the world’s biggest companies compiled by the US magazine ‘Forbes’.
Page 41 of 57
Financial Performance
Punjab National Bank continues to maintain its frontline position in the Indian banking industry. In particular, the bank has retained its NUMBER ONE position among the nationalized banks in terms of number of branches, Deposit, Advances, total Business, operating and net profit in the year 2008-09. The impressive operational and financial performance has been brought about by Bank’s focus on customer based business with thrust on SME, Agriculture, more inclusive approach to banking; better asset liability management; improved margin management, thrust on recovery and increased efficiency in core operations of the Bank. The performance highlights of the bank in terms of business and profit are shown below: Parameters Operating Profit* Net Profit* Deposit Advance Total Business (Rs. Crores) Mar'07 Mar'08 3617 1540 4006 2049 Mar'09 5744 3091 209760 154703 364463 CRAR 26.02 41.67 22.47 26.55 24.15
139860 166457 96597 119502 236456 285959
Shareholders Patterns
Page 42 of 57
Organizational Structure
Head Office
Circle Offices (58)
Branches (4267)
PNB-Head Office Address : Telephone: Fax: 7, Bhikhaiji Cama Place, New Delhi - 110 066. 91 - 11 - 26102303 91 - 11 - 26196456
Page 43 of 57
Hierarchy
Chairman
Executive Director (ED)
General Manager (GM)
Deputy General Manager (DGM)
Assistant General Manager (AGM)
Chief Manager
Senior Manager
Manager
Officers
Subordinates and Clerical staffs
Page 44 of 57
Business Operations
Savings Fund Account PNB Prudent Sweep Total Freedom Salary Account PNB Vidyarthi SF Account PNB Mitra SF Account Current Account PNB Smart Roamer PNB Vaibhav PNB Gaurav Fixed Deposit Schemes Mahabachat Schemes Spectrum Fixed Deposit Scheme Anupam Account Multi Benefit Deposit Scheme Credit Schemes PNB flexible Housing Loan Car Finanace Personal Loan Social Banking Krishi Card PNB Farmers Welfare Trust Mahila Udyam Nidhi Scheme Corporate Banking EXIM finance Gold Card scheme for exporters Business Sector PNB Vikas Udhami PNB Karigar credit card PNB Kushal Udhami PNB Pragati Udhami Moreover, the Punjab National Bank of India also offers locker facilities, senior citizens schemes, PPF schemes and various E-services to their customers.
Page 45 of 57
SWOT Analysis
Strengths 1) 100% computerized of all branches 2) Adoptability of SFMS (Structured Financial Messaging Solution) technology 3) Large no. of customers 4) Focuses on rural and semi urban areas 5) Easy business process 6) Provide better services Opportunities 1) Fast growing Indian economy 2) High growth in banking sector 3) Scope in micro financing Threats 1) Large no. of market player 2) Unfavorable Govt. policies 3) Slow growth because of recession 1) 2) 3) Weakness Casual behavior Slow decision making because of large hierarchy Weak customer relationship
Page 46 of 57
Analysis of Punjab National Bank, Super Bazaar, Jabalpur
Products – 7 main products and more than 20 sub products Manpower – 37 Departments – 3 Turnover – Approx 20 Cr (Annually) Finance – Government, RBI, Sales Software – Finacle Software ERP can be implemented in the Union Bank of India because it is big organization. It has various departments they all have individual information which is gathered at regular intervals. Situation come when one department needs basic information about other department and for that purpose if ERP is implemented in the bank then it will be very advantageous. For example insecurity, it helps in authentication of the data, data recovery, removing data redundancy.
Recommendations for SAP ERP
1) It helps in customer relationship enhancement by connecting front and back offices tasks. It also provides a superior customer experience and stronger top line growth. 2) It gives better understanding of customers by gathering customer’s information liker their account and transaction. 3) By integrating customer interaction across channels solutions of queries could be done in a single contact. The solution can help greatly to improve the customer experience. 4) Product bundling features helps in constructing customer specific offers. 5) A SAP ERP real time analytical dashboard helps in reviewing marketing campaign and sales results. 6) It generates auto alerts appointment entries or issue escalation to help sales advisor pick up directly with customers.
Page 47 of 57
7) It integrates accounting activities with other analytical banking areas 8) It provides the integration and coordination of information that banks require for key financial and management accounting activities and creation of related report. 9) It helps in improving your return on investment by improving your close rate and penetration of value adding services 10) It provides significant flexibility in designing, creating and expanding credit risk report. 11) It helps in increase the return on other IT investment.
Page 48 of 57
4.5 The Mobile Store
The Mobile Store is India’s first national chain of telecom retail outlets, as well as the country’s largest mobile retailer. The Mobile Store Limited heads India's first countrywide chain of telecom retail outlets. "The Mobile Store" is an Essar Group venture, set to introduce a pan-Indian network of retail telecom outlets. The Mobile Store offers a world class shopping environment, with state of the art technology. The Mobile Store is countrywide chain of outlets. The Mobile Store, promoted by the Essar Group, is a one stop mobile solution shop which offers Telecom Products like Mobiles, Mobile Accessories, Mobile Connections & Recharges, Mobile Bill Payments, Value Added Services, Mobile Repairs, Mobile Exchange, Music & Gaming Devices and DTH, all under one roof, in a world class shopping ambience. Mr. Rajeev Agarwal is the CEO and Director of the Mobile Store Limited, India. The Mobile Store is India’s largest telecom retailer, with over 1300 Company Owned – Company Operated stores, spread across 200 cities and the vision is to have a network of 2500 stores by 2010 across 650 cities, thus covering virtually every major town in every state across India. The Mobile Store outlets are in three formats: Large - 1000-1500 square feet Medium- 800-1000 square feet and Corner-150-200 square feet Small- Located in malls The Mobile Store caters to the Indian consumer's choice of the widest and most comprehensive range of mobile phones with special offers from all the key brands available across the globe. The Mobile Store offers complete telecom solutions right from handset purchase to the choice of service operator and miscellaneous services like monthly bill collections etc., the stores also offer connections (pre paid and post paid), accessories and VAS including the latest ring tones, wallpapers and gaming and prompt after sales service, available not only in the city of purchase but in all The Mobile Store outlets across the country.
Page 49 of 57
The Mobile Store has categorized its mobile device offerings into consumer segments keeping in mind the profiles and needs of different consumers. The unique segments available in The Mobile Store are as follows: Business - PDA & Smart phones, Emails, data transfer etc. Lifestyle - Fashion phones, Look and elegance, Fun - Multimedia & music, camera, games, wacky ring tones and wallpapers, Value for Money - Special offers, discounts and budget phones.
The Mobile Store, Russel Chowk, Jabalpur
The Mobile Store has established 8 company outlets in various locations in Jabalpur. The Mobile Store’s outlet at Russel Chowk was established in January 2008 in Jabalpur. The premise value of this outlet was near about 3 lakh. Its head office of Madhya Pradesh region is situated in Indore. Russel Chowk outlet is also a warehouse for the Jabalpur, Satna, and Rewa region. There are 5 employees in the outlet. Annual turnover of this outlet is approx 80 to 90 lakh. It is the city’s largest mobile retailer. Organization Structure
Store Manage r ()
() 11 DM (Customer service executive)
Sale executive and staff
Page 50 of 57
Products and Services
Products and Services
Mobile phones
Mobile accessori es
Mobile repairs
Music gaming and DTH
Value added service
Mobile connectio n
Alcatel Blackberry
Data Devices Headsets
DTH Gaming Devices MP3 Players
Games Tones Video and Graphics
Airtel Idea Vodafone Reliance Tata Indicom BSNL Virgin Mobile
Fly Power HTC iPhone LG Micromax Motorola Nokia Ray Samsung Sony Ericsson Spice Tata Indicom CDMA Virgin Mobile CDMA
Page 51 of 57
Business Process
Store manager
Head office Indore (Purchase officer)
SCM (Supply Chain Management)
This flow chart shows sales and distribution process of The Mobile Store Russel chowk, Jabalpur outlet which is also a godown for Jabalpur, Rewa and Satna region for all the outlets. For purchasing inventory store manger of the outlet reports to the PO (Purchase officer) of Head office Indore. Purchase officer checks for inventory to Head office godown or directly purchase through company than through its supply chain management inventory reaches to outlet’s godown and distributed to all the outlets of The Mobile Store where the products is needed.
Pricing Method
The Mobile Store sales all its products all the time below MRP. It eliminated the margins in the traditional supply chain consisting of the manufacturerwholesaler/dealer-Retailer network. Bulk purchases directly from manufacturers or stockiest qualified for deep discounts. Quick inventory turns also improved the cash flow and reduced operating costs. The Mobile Store makes spot payments against delivery to get cash discounts. The supplier helped in inventory control and in return got an improved cash flow.
Target areas
The Mobile Store aimed at a trustworthy, reliable store that cared for the customer and ensured the best deals or lowest prices for them. Key thrust of The Mobile Store is: Key thrust areas for the retail format are: Comprehensive Product Range, Knowledgeable Store Staff & Interactive Environment, Competitive Prices and Handset Repairs.
Page 52 of 57
Promotional Strategies
The Mobile Store uses indirect form of marketing for the promotion such as advertisement tools like billboards, TV commercial, radio commercial etc.
Direct Mail
The Mobile store sends e-mails to only those customers who are interested in receiving information about our products and services .
Internet Promotion
Owning a website is now a crucial ingredient for the marketing mix strategy of any organization. The Mobile Store’s customers can obtain instant information about products and services as well as through online shopping customers can enjoy a host of a service.
Knowledgeable Store Staff
The Mobile Store has undertaken an extensive training program to equip all its employees with in-depth knowledge of the products and brands available at the store, thereby allowing them to provide the right kind of guidance to the customer .
Other Promotional Activities
1) 2) 3) 4) 5) Special events pricing Seasonal discounts Free gifts Facilities related to mobile connection Mobile repairing facilities
Fund management
Sources
Head office
Sales
Page 53 of 57
Fund Management Process
The mobile store generates funds directly through sales. Whatever amount is earned in a month from sales they transfer it to head office’s a/c. then whatever the requirement is if outlet is fulfilled by head office. Salaries of employees are paid directly through their account by head office.
SWOT Analysis
Strengths 1) 2) 3) 4) 5) Target one stop shopping at discounted price Branded company products at low price Training and development of store staff Attractive outlets Providing extra facility to customer i.e. mobile repairing, mobile connections etc. Opportunities 1) 2) 3) 4) High growth in telecom sector Increase in the demand of mobile 2) Growth in organized retail Unexplored rural and semi-urban areas Unorganized retail 1) Threats Competitors edge over technology 1) 2) 3) Weakness Boundage of head office Inadaptability of technology Improper human resource
Page 54 of 57
Analysis of The Mobile Store, Russel Chowk, Jabalpur
Products and services – 6 products Manpower – 5 Turnover – Approx 80 to 90 lakh (Annually) Finance – Head office The company should implement a low cost ERP as this outlet is also working as warehouse for the other outlets so ERP helps in maintaining the detail of company’s inventory. So company should opt for a small and compact ERP system which is design according to the requirement of the organization. Further the implementation would also help them to increase there growth, productivity and annual turn over so that they can increase there growth prospects.
Recommendations for SAP ERP
1) ERP provides a powerful and flexible set of features to help you manage and report your inventory information. 2) ERP gathers financial data from various functional departments and generates valuable financial reports. 3) With the ERP financial reports Financial Manager as well as other Managers within business can review the financial position of the company in real time and assist in better decision-making and strategic planning. 4) It generates auto market analysis report which helps in meeting the needs of customers as well as helps in making policies. 5) It generates auto market analysis report which helps in meeting the needs of customers as well as helps in making policies.
Page 55 of 57
5. Summary
Client 1 Navyug college, Jabalpur No. of Employees Departments 45 5
Client 2 UBI, Super bazaar, Jabalpur 35 3
Client 3 Priyadarshini Bazaar, Marhatal, Jabalpur 24 2
Client 4 PNB, Super Bazaar, Jabalpur 37 3
Client 5 The Mobile Store, Russel Chowk, Jabalpur 5
Nil Products Annual Turnover Sources of Income Software 4 courses Approx 60 lakh UGC, State Gov. and Student fees Fonix Software 4 main and 15 sub-products Approx 15 crore Over 5000 products Approx 5.5 to 7.5 crore 7 main and 20 subproducts Approx 20 crore 6 type of products Approx 80 to 90 lakh Head office and Sales No software
RBI and Sales Govt. funds and RBI and Sales Sales Intranet Cyber logic (lease line and ISD based) Finacle (Infosys)
Page 56 of 57
6. Bibliography
www.navyugcollegejpb.com www.pnbindia.com www.unionbankofindia.co.in www.themobilestore.in www.eresourceerp.com www.sap.com www.google.com www.wikipedia.com
Page 57 of 57
doc_625770564.doc
Enterprise resource planning (ERP) systems integrate internal and external management of information across an entire organization—embracing finance/accounting, manufacturing, sales and service, customer relationship management, etc.
EFFECTIVE UTILIZATION OF ERP AS A CONCEPT AND A PRODUCT
Table of Contents
Sr. Contents
1 2
Page
6 6-11 12-13 13-17 18 19-21 22 23-29 30-38 39-44 45-53 54-60 61 62
3 4
5 6
Objective Introduction 2.1 Introduction of ERP 2.2 Introduction of SAP 2.3 Introduction of SAP ERP 2.4 Introduction of Marketing 2.5 Introduction of Education Sector Purpose, Scope and Limitations of the study Company Profiles 4.1 Navyug Arts & Commerce college 4.2 Union Bank of India 4.3 Priyadarshini Suvidha Swa Seva Kendra 4.4 Punjab National Bank 4.5 The Mobile Store Ltd. Summary Bibliography
1. Objectives
Objectives of summer internship are as follows:
Page 1 of 57
1) To study effective utilization of ERP in an organization. 2) To study business processes of an organizations. 3) Correlate courses of study with the way industry or potential workplace operates its business.
2. Introduction
2.1 Introduction of ERP
Enterprise Resource Planning (ERP) is probably the most prolific concept ever generated by industrial strength application vendors. Many companies are willing to “bet their business” on the promise that enterprise-wide systems will translate into enhanced corporate value, particularly within decentralized companies that compete globally. ERP is defines as an integrated software package which integrate all the department of an organization. Several department of an organization are marketing, sales, finance, production etc. Since an ERP package integrates these entire departments, thus the performance of an organization will be improved. It is used to manage the important part of business including product planning, purchasing, maintaining inventories, customer service etc. Every department has its own computer system optimized for their particular work but an ERP system combines them all together into a single computer through integrated system approach. In short ERP system provides a single database where business transaction are recorded, processed, monitored and reported.
Page 2 of 57
ERP system does not replace the computer of a particular department rather it integrates all the department of an organization into a single computer and provides a flexible database.
Evaluation of ERP
Inventory control or Re-order point (1960): In 1960’s most of the ERP system was concentrate on the inventory control ability also called re-order point system. Historical data were used to forecast future inventory demand. When an item falls below the predetermined level additional inventory is ordered. Material requirement planning (1970): In 1970’s this system was introduced and it focused on demand based approach for planning and manufacturing of product and ordering inventory. Manufacturing resource planning (1980): In 1980’s this approach was introduced. It was used for adding tool for sales promotion, customer satisfaction, customer order processing, production plan and focus on quality and reducing overhead cost and detailed reporting. Manufacturing resource planning-II with manufacturing executive system (MES) (1990): In 1990 this system was introduced. It provides ability to adapt production schedules to meet customer needs. Main focused was on ability and adopt new products and services to meet customer needs.
ERP in late 1990
Hidden Cost of ERP System:
Page 3 of 57
? Training expenses ? Customization: Core of ERP system is actual customization of ERP System itself. ? Integration and testing ? Replacing the staff ? Wait for ROI
Integrated System Approach
ERP package integrate the different department of an organization with the help of integrated system approach. Integrated system approach requires successful implementation of re-engineering process for better result of an ERP system. Business re-engineering revolves around the IT and continues change. It is a fundamental rethinking of business process to improve the quality and output of the product or service.
Origin of the Term ERP
The initials ERP originated as an extension of MRP (material requirements planning; later manufacturing resource planning) and CIM (Computer Integrated Manufacturing). It was introduced by research and analysis firm Gartner in 1990. ERP systems now attempt to cover all core functions of an enterprise, regardless of the organization's business or charter. These systems can now be found in nonmanufacturing businesses, non-profit organizations and governments. To be considered an ERP system, a software package must provide the function of at least two systems. For example, a software package that provides both payroll and accounting functions could technically be considered an ERP software package.
Overview of ERP solutions
Page 4 of 57
Some organizations typically those with sufficient in-house IT skills to integrate multiple software products, choose to implement only portions of an ERP system and develop an external interface to other ERP or stand-alone systems for their other application needs. For example, one may choose to use human resource management system from one vendor, and perform the integration between the systems themselves. ERP delivers a single database that contains all data for the software modules, which would include: Manufacturing- Engineering, bills of material, scheduling, capacity, workflow management, quality control, cost management, manufacturing process, manufacturing projects, manufacturing flow. Supply chain management- Order to cash, inventory, order entry, purchasing, product configuration, supply chain planning, supplier scheduling, inspection of goods, claim processing, and commission calculation. Financial- General ledger, cash management, accounts payable, accounts receivable, fixed assets, cost accounting. Project management- Costing, billing, time and expense, performance units, activity management. Human resources- Human resources, payroll, training, time and attendance, roistering benefits. Customer relationship management- Sales and marketing, commissions, service, customer contact and call center support.
Benefits of an ERP System or reasons for growth of ERP
Page 5 of 57
1) Effective utilization of resources 2) Improvement in business performance 3) Integration of information i.e. integration of all the department of an organization 4) Sharing of common data and information 5) Global Adaptation 6) Improvement in the quality of the product at the same price 7) ERP targeted all types of business organization whether large business or small business organization 8) Lowers the total cost in supply chain management through JIT approach. 9) Eliminate limitation in legacy system i.e. traditional system 10) Order fulfillment improvement 11) Improvement in customer service.
ERP in India
Today, India is transforming into world IT hub and all major players in the field are working constantly towards promoting and expanding their market. In this scenario Enterprise Resource Planning (ERP) will be playing a major role in growth of small and medium size industries in India apart from contributing largely into the big business enterprises. ERP solution, which will help streamline the functionality and technicality of a software solution in an organization, without any doubt will be an added advantage in generating return on investment on a pre-conceived notion. If the facts and figures are be believed, the ERP market could boom in India and give the necessary impetus to stakeholders. ERP software solutions were initially used only for back office functions. They were not given the due importance and treated just like another supporting function. Reasons like lack of
Page 6 of 57
awareness formed one part while other reasons were costs and technical difficulties. As explained earlier the gradual demand for ERP increased with a slump in the software market. Since this led companies to go in for ERP they automatically started to learn more about it either by force or felt need as they were left with no alternative. This indirectly created the awareness among companies. They learned more on ERP and realized its diverse applications. Finally they resorted to use ERP for the whole of the company and stopped the idea of restricting it to mere back office functions. Financial burden is a major determinant of ERP market in India. Many companies are hesitates to invest in ERP due to the exorbitant costs involved in it. Realizing this situation, SAP has come out with an ideal ERP.
What is the reason for ERP market growth in India?
ERP market in India steadily growing for the last few years and the main reason for this enormous growth can be attributed to the inability of order system to manage the conversion to year 2000. There are also other factors such as industry best practices, easy and faster implementation and good cost predictions. Another factor behind the growth is that already existing clients acquire more licenses and modules. The number of employees using the ERP system is increasing and the ERP clients who have started with the basic modules are going for subsequent applications. There is also a trend to replace customized system with standard application packages, like an ERP system. India is expected to present ERP suppliers an important marketplace as manufacturing companies are significantly investing in technology solutions to improve their manufacturing operations. According to observation made by some experts in the field, the ERP market started showing solid organic growth since 2004 as IT spending improved.
Page 7 of 57
The Indian ERP market experienced CAGR (compounded annual growth rate) of 25.2 during the period of 2004-2009. The market was $83 million in 2004, and is projected to be over $250 million in 2009, according to a research report. The report further clarifies that manufacturers in India are increasingly implementing ERP solutions to ensure that decision makers have the required information visibility across the value chain.
2.2 Introduction of SAP
As the world's leading provider of business software, SAP delivers products and services that help accelerate business innovation for our customers. We believe that doing so will unleash growth and create significant new value – for our customers, SAP, and ultimately, entire industries and the economy at large. Today, customers in more than 120 countries run SAP applications – from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations. Founded in 1972, SAP has a rich history of innovation and growth as a true industry leader. SAP currently has sales and development locations in more than 50 countries worldwide and is listed on several exchanges, including the Frankfurt Stock Exchange and NYSE under the symbol "SAP." SAP’s Headquarter is in Walldorf, Germany. SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide. Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally
Vision and Mission
Our vision is for companies of all sizes to become best-run businesses. In today's challenging business environment, best-run companies have clarity across all aspects of their business, which allows them to act quickly with increased insight, efficiency, and flexibility. By using SAP solutions, companies of all sizes – including small businesses and midsize companies can reduce costs, optimize performance, and gain the insight and agility needed to close the gap between strategy and execution. To help our customers get the most out of their IT
Page 8 of 57
investments so that they can maximize their business performance, our professionals deliver the highest level of service and support.
2.3 Introduction of SAP ERP
The SAP ERP application is an integrated enterprise resource planning (ERP) software manufactured by SAP AG that targets business software requirements of midsize and large organizations in all industries and sectors. It allows for open communication within and between all company functions. SAP stands for Systems, Applications and Products. It uses the concept of modules ("individual programs that can be purchased, installed, and run separately, but that all extract data from the common database"). SAP AG, the company that provides the enterprise resource planning solution has upgraded the package and launched it as SAP ECC 6.0 in 2005. ECC stands for Enterprise Central Component. The purpose of positioning it as ECC is to enable SAP to build and develop an environment of other products that can function upon the foundation of the central component. SAP's ERP solution includes several modules that support key functional areas some of them are: • SAP ERP Financials • SAP ERP Logistics • SAP ERP Human Resource Management • SAP ERP Production Planning • SAP ERP Material Management
The evaluation of mySAP ERP
SAP R/3 through version 4.6c consisted of various applications on top of SAP Basis, SAP's set of middleware programs and tools. When SAP R/3 Enterprise was launched in 2002, all applications were built on top of the SAP Web Application Server. Extension sets were used to deliver new features and kept the core as stable as possible. The Web Application Server contained all the capabilities of SAP Basis. As a result of marketing changes and changes in the industry, other versions of SAP have been released that address these changes. The first edition of mySAP ERP was launched in 2003 and bundled previously separate products, including SAP R/3 Enterprise, SAP Strategic Enterprise Management (SEM) and extension
Page 9 of 57
sets. The SAP Web Application Server was wrapped into Net Weaver, which was also introduced in 2003. A complete architecture change took place with the introduction of mySAP ERP edition 2004. R/3 Enterprise was replaced with the introduction of ERP Central Component (SAP ECC). The SAP Business Warehouse, SAP Strategic Enterprise Management and Internet Transaction Server were also merged into SAP ECC, allowing users to run them under one instance. Architectural changes were also made to support enterprise services architecture to transition customers to a services-oriented architecture. More than 2,300 customers are using the latest version of mySAP ERP, since it was released in early 2005, according to SAP. SAP reported a 20% growth in new ERP license deals in the second quarter of 2005.
Features & Functions
SAP ERP redefines enterprise resource planning – delivering role-based access to crucial data, applications, and analytical tools. With SAP ERP, you can efficiently deal with business challenges in the following areas: End-user service delivery – Ensure that your employees can readily access the critical data, applications, and analytical tools they need to perform all their job functions efficiently and effectively while also supporting a shared-services organizational model for human resources, finances, and other key processes. SAP ERP offers role-based access and self-services through the manager and the employee portals, Duet, and employee interaction center support. Plus, SAP Mobile Time and Travel enables employees in the field to report time and expenses offline. SAP ERP Financials – Ensure compliance and predictability of business performance – so your organization can gain a deeper financial insight across the enterprise and tighten control of finances. SAP ERP Financials automates financial and management accounting and financial supply chain management. The solution also provides rigorous support for corporate-governance mandates such as Basel II and Sarbanes-Oxley. SAP ERP Human Capital Management – Optimize your HR processes with a complete, integrated, and global human capital management (HCM) solution. SAP ERP provides this HCM solution for organizations of all sizes and in all industries. You can maximize the potential of your workforce, while supporting innovation, growth, and flexibility. The SAP ERP HCM solution automates talent
Page 10 of 57
management, core HR processes, and workforce deployment – enabling increased efficiency and better compliance with changing global and local regulations. SAP ERP Operations – Manage end-to-end procurement and logistics business processes for complete business cycles – from self-service requisitioning to flexible invoicing and payment – optimizing the flow of materials. SAP ERP Operations also helps discrete and process manufacturers manage the entire life cycle of product development and manufacturing. The solution automates the entire manufacturing process and reduces costs by controlling and adapting the manufacturing process in real time – and increases customer satisfaction by delivering higher-quality products. SAP ERP Corporate Services – Helps organizations manage their most costintensive corporate functions by supporting and streamlining administrative processes in the areas of real estate; enterprise assets; project portfolios; corporate travel; environment, health, and safety compliance; quality; and global trade services. SAP ERP Corporate Services is a complete and integrated solution that maximizes transparency and control, while reducing financial and environmental risks and enhancing safety of employees. Performance Management – Support the entire life cycle of performance management, delivering real-time, personalized measurements and metrics to improve business insight and decision making. SAP ERP supports financial analytics, operations analytics, and workforce analytics, as well as consolidated financial and statutory reporting; planning, budgeting, and forecasting, strategy management and scorecards, and risk management.
Business Benefits
SAP ERP delivers a comprehensive set of integrated, cross-functional business processes. With SAP ERP, you can gain the following benefits: 1) Improve alignment of strategies and operations. 2) Run your enterprise in accordance with strategy and plans, accessing the right information in real time to identify concerns early. 3) Pursue opportunities proactively. 4) Achieve corporate objectives by aligning workforce and organizational objectives. 5) Find the best people and leverage their talent in the right job at the right time. 6) Improve productivity and insight. 7) Leverage self-services and analytics across your organization.
Page 11 of 57
8) Improve operational efficiency and productivity within and beyond your enterprise. 9) Reduce costs through increased flexibility. 10) Use enterprise services architecture to improve process standardization, efficiency and adaptability. 11) Extend transactions, information and collaboration functions to a broad business community. 12) Support changing industry requirements. 13) Join SAP's world-class partner network, uniquely qualified to support the best business practices in more than 25 industries. 14) Improve financial management and corporate governance. 15) Gain deep visibility into your organization with financial and management accounting functionality combined with business analytics. 16) Increase profitability, improve financial control, and manage risk. 17) Integrate and optimize business processes. 18) Eliminate high integration costs and the need to purchase third-party software. 19) Deploy other SAP Business Suite applications incrementally to improve cash flow and reduce costly borrowing. 20) Gain higher ROI faster. 21) Install SAP ERP using rapid-implementation techniques that cost less than half what traditional approaches cost. 22) Retain your top performers through clearly defined career and development plans. 23) Link employee’s performance to compensation programs such as variable pay plans and long-term incentives. 24) Provide immediate access to enterprise information. 25) Give employees new ways to access the enterprise information required for their daily activities.
Advantages and disadvantages of SAP ERP
Advantages: 1) Vendors have past knowledge and expertise on how to best build and implement a system 2) No hardware purchase or maintenance costs 3) No developer training costs and the vendor will train the users Disadvantages: 1) Locked into relationship by contract and manageability with vendor - a contract can hold a company to the vendor until it expires and it can be unprofitable to switch vendors if switching costs are too high
Page 12 of 57
2) Inflexibility- vendor packages may not fit a company's business model exactly and customization can be very expensive 3) Return on Investment may take too long to be profitable 4) Most SAP ERP implementations have a very high risk of project failure
1.4 Introduction of Marketing
Marketing is an integrated communications-based process through which individuals and communities discover that existing and newly-identified needs and wants may be satisfied by the products and services of others. Marketing is defined by the American Marketing Association as the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. The term developed from the original meaning which referred literally to going to market, as in shopping, or going to a market to buy or sell goods or services. The Chartered Institute of Marketing, which is the world's largest marketing body, defines marketing as "The management process responsible for identifying, anticipating and satisfying customer requirements profitably”.
Four Ps of Marketing
•
•
•
•
Product: The product aspects of marketing deal with the specifications of the actual goods or services, and how it relates to the end-user's needs and wants. The scope of a product generally includes supporting elements such as warranties, guarantees, and support. Pricing: This refers to the process of setting a price for a product, including discounts. The price need not be monetary; it can simply be what is exchanged for the product or services, e.g. time, energy, or attention. Methods of setting prices optimally are in the domain of pricing science. Place (or distribution): refers to how the product gets to the customer; for example, point-of-sale placement or retailing. This third P has also sometimes been called Place, referring to the channel by which a product or service is sold (e.g. online vs. retail), which geographic region or industry, to which segment (young adults, families, business people), etc. also referring to how the environment in which the product is sold in can affect sales. Promotion: This includes advertising, sales promotion, publicity, and personal selling. Branding refers to the various methods of promoting the product, brand, or company.
Page 13 of 57
1.5 Education Sector in India
The education system in the country saw a revolution with the emergence of whole new class of education providers, including private institutes, distance education providers, self financing courses in public institution, foreign education providers etc. The number of private institutions has increased in the country impressively where as the number of public institutions both government and aided institutions has increased only marginally. Nearly 30% enrollment is in private unaided institutions which do not receive any grants from the government the growth has been predominantly in institutions offering professional courses. Indian education system has it both negatives and positives so both these are working as bait to attract foreign universities to India. Despite the growth of the education industry as a whole, the recent spike in the nation’s economic growth has left children behind. 142 millions of the 361 millions school age children are not being taught. The failing public school system is providing investors with the rare opportunities to contribute to the betterment of India’s youth and still make profitable return. This $ 40 billion industry has a CAGR (Compounded annual growth rate) of 16% over the next 5 years.
Stages of Education in India
Stages of Education in India , and an indication regarding corresponding
age group of students for each stage, are shown in the table below: S. No Stage Classes / Duration
(with exceptions, if any)
Corresponding Age Group of Students (Indicative) 6 – 18 Years 6 – 14 Years 6 – 11 Years 11 - 14 Years
1.
School Stages 1.1 Elementary 1.1.1 Primary 1.1.2 Upper Primary
I-XII I-VIII (I-VII a few States) I-V (I - IV in a few States) VI - VIII (V - VII in a few States)
1.2 Secondary 1.2.1 High School
IX - XII (VIII - XII in a few States) IX - X (VIII - X in a few States) (I - IV in a few States) XI – XII
14 - 18 Years 14 - 16 Years
1.1.2 Higher / Senior Sec. School
16 - 18 Years
2.
Higher / University Education
18 - 24 Years *
Page 14 of 57
2.1 Non-Professional (e.g. Humanities / Pure Sciences / Commerce) Degree Cources 2.1.1 Undergraduate 2.1.2 Post-graduate 3 Years 2 Years
2.2 Professional Degree / Diploma Depends on the nature of the Courses course *18 - 24 years is usually taken as the age group of students corresponding to university / tertiary education
Market Structure and Size
India is one of the largest markets for education in the world in terms of number of students. Currently, there are over 1 MM schools in India providing education over 200 MM students. The number of teacher in India currently stands at 5.8 MM.
Higher education institutes and others
Types of institutions Number (I) Institutions running Diploma and Certificate courses Polytechnics Teacher training institutions Tech., Indus., Arts & Crafts Total (I) (II) Universities and colleges Universities Colleges Total (II) 1171 1465 5114 7750 543 16009 16552
Currently, with hundreds of universities and thousands of colleges affiliated to them, India has positioned itself comfortably as a country that provides quality higher education to its people in specific and to the world in general.
Jabalpur Education Scenario
Page 15 of 57
The Jabalpur, sited in the Central Indian state of Madhya Pradesh is centers of academic excellence. The Jabalpur education scenario has always contributed a lot to the state's educational industry. The educational importance of the city has earned it the name of Sanskardhani or the cultural pot. The city boasts of more than 150 academic and training institutes. The city of Jabalpur takes pride in three modern universities. The home to more than 30 engineering and medical colleges and almost 70 senior secondary and secondary schools, Jabalpur is truly an educational hub of the state. The schools and colleges in Jabalpur can compete with any top educational institutions of the country. The medical and engineering colleges of Jabalpur produce thousands of professionals of the fields every year.
3. Purpose, Scope and Limitations of the study
Purpose
The purpose of this study to identify the clients who have implemented ERP in their business and those who have not implemented it can be suggested for an ERP for their enterprise and also to identify and study the practices of different sectors.
Page 16 of 57
Scope
This training helps us to understand the whole business process and various ways how an industry works as a whole. It also helps us to develop our skills according to the present market condition. The study also help us t o identify the practices related to finance in different sectors which was a very knowledgeable experience to be gained. This training also builds our skills of marketing together with our specialization fields.
Limitations
Every thing has some pros and cons and so certain limitations of his study that we could observe are as follows: 1) The study is limited to the organization of only to single city (i.e. Jabalpur) which have not provided a clear and correct conclusion of the result. The result and conclusion would only be approximated. 2) The organizations which have been studied and surveyed are no providing us with full information which has hampered the results and conclusion. 3) The process of study was very time consuming as traveling long distances take a lot of time. 4) The process was also very costly. 5) Difficulty in getting appointment from people as the ware very busy inn their official work. 6) Ignorance and unwillingness of the people to meet
4. Company Profiles
4.1 Navyug Arts & Commerce College, Jabalpur
Navyug College was founded in 1962, shifted to new campus in 1968. Navyug College has completed 46 years of contribution to the field of General Education.
Page 17 of 57
The College is situated between Railway Station and University in the Civil Lines area of Jabalpur, Madhya Pradesh. It was established by Prof. Ramesh Chandra Choubey, its founder Principal, under the aegis of Navyug Education Society on a sprawling land area of three acres (Cost Rs. 2 cr.). The college is registered under Section 2(F) of UGC, New Delhi by virtue of which has been the beneficiary of various Development Schemes of the Central Govt. for the last several years. The college conducts various courses under the faculty of Arts, Social Science, Commerce, Education and Computer Science. Admissions to these courses are done according to the rules prescribed by Higher Education and University. The number and admission of SC, ST, OBC and Girl students in the college is determined according to the rules and guidelines of the Government For the general students the upper age limit is fixed at 22 years for undergraduate course and 25 years for postgraduate courses. In case of SC, ST, OBC and Girl students the upper age limit is kept flexible. Admission to college is given according to merit and to B.Ed classes is given through Councelling under the rules established by the MP Govt. The new Semester system has been introduced in UG and PG first year from 2008-09 sessions. The following courses are being offered by the college: Arts & Social Science Faculty 1. B. A. (Three Years Degree Course) Compulsory Subject - Foundation Course - Three Papers Optional Subject First Combination - Any Three of the following - Two Papers Each Political Science, History, Sociology, Economics, Hindi Lit, English Lit. Second Combination - Economics, Statistics & Business Data Processing.
2. M. A. (Previous & Final) Political Science and History (Four Paper each) Commerce Faculty 3. B. Com. (Three Years Degree Course) also available with Computer Application. Compulsory Subject - Foundation Course - Three Papers
Page 18 of 57
First Year & Second Year (Two Papers Each) Optional Subjects a) Accounting b) Business Management c) Applied Economics or Computer Application Third Year (Two Papers Each) Optional Subjects a) Income Tax & Indirect Tax b) Management Accounting & Auditing c) Any One - i) Finance ii) Marketing iii) E-Commerce 4. M. Com. (Previous & Final) 5. Post Graduate Diploma in Computers and Management (PGDCM) (Two Years Course) Computer Faculty 6. BCA - Three Years Course under Semester System Education Faculty 7. B. Ed - One Year Course Staff details: There is 32 teaching & 12 non teaching staff members are working. Total 638 students are there in the institution.
Other facility
1) NCC: It was established in the college in the year 1980. This college has 1MP Artillery Regiment NCC Unit. Artillery is one of the best Arms of the Indian Army.80 Cadets are enrolled every year, out of which 15 seats are reserved for girls.
Page 19 of 57
At present Major Sushant Kumar Sinha is NCC Officer of the college. Maj Sinha got Commission in Sep 1982 after doing the courses at OTS Kamptee and Artillery Center at Hyderabad. He has completed course in Civil Defense from National Civil Defense College, Nagpur. In 26 years of his NCC career he has attended 40 Camps and Courses. In addition to CATC he has also participated in NIC, Tracking Expedition, Cycle Expedition, Adventure Camp and Army Attachment Camp. Above all he also participated in Nation s most important event "RDC” New Delhi in 2001. NCC parade is held on every Sunday from 8 am to 12:30 pm during the months of August January. Many NCC cadets of the college have brought name & fame to the college by participating in many All India Camps and joining the Indian Army. In the field of social service the students of the college have always remained in the fore-front in acts like Blood Donation and Tree Plantation. 2) NSS 80 Students Unit College also has a unit of NSS comprising of 80 students. President Principal Dr. Miss Nalini Keller was the first Programmer Officer of the NSS. Subsequently Mr. Chandra Prakash Verma, Sr. Sports Officer became incharge of NSS. At present Dr. Santosh Yadav, Head of the Commerce Faculty is the NSS Programmer Officer. The NSS Unit of the college organizes various programmed of social reawakening. Under the inspiring leadership of Dr. Yadav the students organizes Rallies and Programmes related with the burning issues of the society. 3) Free consultation and coaching classes College provides free consultation and coaching classes for final year students for the preparation of competitive exams.
Organizational Structure
Page 20 of 57
Principal
Arts
Commerce
Education
Computer Science
Administrati on
Faculties And Staff
Faculties And Staff
Faculties And Staff
Faculties And Staff
Administrativ e Staff
Process of Fund Management
Sources
UGC (20 lakh)
State Government (22 lakh)
Student Fees (17 lakh)
Note: Data as per last year
Investment of Sources
1) UGC’S fund invests as per UGC’S rule like on:
Page 21 of 57
? Purchasing books ? Purchasing equipments ? Seminars etc. 2) State govt.’s fund is use to pay salaries to staff members (Salary paid as per UGC scale) 3) Student’s fees is used on development of institution
Promotional activities
1) The college spends around 50000 Rs. in a year for their promotional Activities. 2) Navyug College’s promotional activities based on more toward their Students such as they provide extra facilities (like free coaching, provide Magazines, guest lectures etc.) to student to promote their college. 3) They also organize activities and events to promote their college. 4) They promote through providing consultancy to students regarding their Career. 5) In the indirect form of marketing they promote through advertisement of Radio, Television, print aids, pamphlets, Brochure and hoardings etc.
SWOT Analysis
Page 22 of 57
Strengths 1) Low fee structure 2) Financial support from UGC and Government 3) One of the best art & commerce college 4) Free career guidance & coaching classes for competitive exams 5) Providing extra facilities to students 1) 2) 3) 4)
Weakness Most of the fund is used as per only UGS and Govt. guidelines Infrastructure is not good enough to attract Inadaptability of computer technology advance
Insufficient human resource
Opportunities 1) High growth in education sector 2) Scope for other graduation, Post Graduation and vocational course 1) 2)
Threats Large number of competitors Poor recognition for political and student activities
Analysis of Navyug Arts & Commerce College, Jabalpur
Page 23 of 57
Courses - 4 Departments – 5 Manpower – 45 Students – 650 Funds – 60 lakh approx Finance – UGC, State Govt. and Student fees Software – Fonix software solutions
Recommendations for ERP
Implementation of SAP ERP will help in better management of campus activities, student lifecycle, research, grants, financials, operations, human capital and assets. SAP's ERP supports the full range of institutional processes: 1) 2) 3) 4) 5) 6) 7) 8) It helps in maintaining the record of students It helps in Grants and funds management It helps in Financial management, budgeting, and planning It helps in Relationship management, institutional development, and enrolment management It helps in Governance and compliance It helps in Human capital management It helps in Institutes asset management It helps in measuring the performance of institution
4.2 Union Bank of India
Page 24 of 57
The dawn of twentieth century witnesses the birth of a banking enterprise par excellence- UNION BANK OF INDIA- that was flagged off by none other than the Father of the Nation, Mahatama Gandhi. Since that the golden moment, Union Bank of India has this far unflinchingly traveled the arduous road to successful banking... a journey that spans 88 years. We at Union Bank of India, reiterate the objective of our inception to the profound thoughts of the great Mahatama... "We should have the ability to carry on a big bank, to manage efficiently crores of rupees in the course of our national activities. Though we have not many banks amongst us, it does not follow that we are not capable of efficiently managing crores and tens of crores of rupees." Union Bank of India is firmly committed to consolidating and maintaining its identity as a leading, innovative commercial Bank, with a proactive approach to the changing needs of the society. This has resulted in a wide range of products and services, made available to its valuable clientele in catering to the smallest of their needs. Today, with its efficient, value-added services, sustained growth, consistent profitability and development of new technologies, Union Bank has ensured complete customer delight, living up to its image of, “GOOD PEOPLE TO BANK WITH”. Anticipative banking- the ability to gauge the customer's needs well ahead of real-time - forms the vital ingredient in value-based services to effectively reduce the gap between expectations and deliverables. The key to the success of any organization lie with its people. No wonder, Union Bank's unique family of about 26,000 qualified / skilled employees is and ever will be dedicated and delighted to serve the discerning customer with professionalism and wholeheartedness. Union Bank is a Public Sector Unit with 55.43% Share Capital held by the Government of India. The Bank came out with its Initial Public Offer (IPO) in August 20, 2002 and Follow on Public Offer in February 2006. Presently 44.57 % of Share Capital is presently held by Institutions, Individuals and Others. In March 2008, Union Bank became the first large Public Sector Bank to network all its branches under the Core Banking Solution (CBS). Over the years, the Bank has earned the reputation of being a techno-savvy and is a front runner among public sector banks in modern-day banking trends. It is one of the pioneer public sector banks, which launched Core Banking Solution in 2002. Under this solution umbrella, All Branches of the Bank have been 1135 networked ATMs, with online Tele banking facility made available to all its Core Banking Customers - individual as well as corporate. In addition to this, the versatile Internet Banking provides extensive information pertaining to accounts and facets of banking. Regular banking services apart, the customer can also avail
Page 25 of 57
of a variety of other value-added services like Cash Management Service, Insurance, Mutual Funds and D-Mat. The Bank will ever strive in its endeavor to provide services to its customer and enhance its businesses thereby fulfilling its vision of becoming “THE BANK OF FIRST CHOICE IN OUR CHOSEN AREA BY BUILDING BENEFICIAL AND LASTING RELATIONSHIP WITH CUSTOMERS THROUGH A PROCESS OF CONTINUOUS IMPROVEMENT”.
ORGANISATIONAL STRUCTURE
List Of Regional Offices Bank has a lean three-tier structure. The delegated powers have been enhanced. The decentralized power structure has accelerated decision making process and thereby Bank quickly responds to changing needs of the customers and has also been able to adjust with the changing environment. Bank has five General Manager Offices at Ahmedabad, Pune, Lucknow, Delhi, Bangalore, Bhopal, Mumbai, Calcutta and Chennai which function as an extended arm of corporate office. It also has two Zonal Offices at Bhopal and Pune. Tier 3 comprises of 53 Regional Offices at various geographical center of the country.
Union Bank of India, Super Bazaar, Jabalpur
This branch was established in 1967 at Super Bazaar, Jabalpur. It is a CBS branch. Core Banking Solution (CBS) is networking of branches, which enables Customers to operate their accounts, and avail banking services from any branch of the Bank on CBS network, regardless of where he maintains his account. Nearly 35 employees are working in this branch. UBI has 10 ATMs in the city. UBI has 2500 branches all across the country and all branches are interconnected through INTRANET (lease line and ISD based) software.
Organizational Structure of Branch
Page 26 of 57
BM – Branch Manager OM – Operation Manager PB – Personal Banker CSM – Customer Service Manager CRM – Customer Relationship Manager CSO – Customer Service Officer CRO – Customer Relationship Officer
BM PB OM
CSM
CSM
CRM
CSO
CSO
CRO
CSO
CSO
CRO
CSM
Business Process
Page 27 of 57
UBI’s Operation
Personal Banking Savings and Deposit Retail Loans Cards Insurance Investment Payments Corporate Banking SME credit Insurance E-Tax NRI Banking Remittance Loan and Services Savings and Deposit Payments Internet Banking ATM Service Bill Payment Online Custom Duty Payment
Fund management
Sources of income
Reserve Bank of India
Deposits
Charging interest
Investments
Page 28 of 57
Amount earned by Union Bank of India form above sources is invested in different fields to earn more profit.
Investment Areas
Lending to the customers
Various bonds
Venture funds
Syndication finance
Export finance
Money Transfer Facility
The Payer accepts that he will be responsible for keying in the correct details which are required to make fund transfers through the Facility; such details being specified by Union Bank of India from time to time. In no case, Union Bank of India will be held liable for any erroneous transactions arising out of or relating to the Payer keying in erroneous details required making fund transfers through the Facility, Union Bank of India shall specify from time to time the upper limit that may be transferred by the Payer for the Facility through unionbankofindia.com. If the Facility is made available to the payer, it may be used for transfer of funds from Account to other accounts belonging to third parties maintained at Union Bank of India and/or at any other Bank which falls under the network of Reserve Bank of India's Electronic Fund Transfer or National Electronic Fund Transfer system or Real Time Gross Settlement. The liability of Union Bank of India shall only commence subsequent to the debit in the Payer’s account.
Marketing Strategies
Page 29 of 57
Union bank strongly believes in “winning the customer by winning their hearts” through complete satisfaction of their needs. Union banks marketing strategies more towards making their existing customers loyal because they believe that it is their customer who provides them with new customers. Union bank uses KYC (Know your customer) form to have complete association with their customers. Target Market [email protected] Personal bankers target markets includes businessman, salaried individuals, house wives, retired individuals and any one who has potential to provide legal deposit to the bank. Promotional Strategies UBI uses both direct and indirect form of marketing for the promotion and direct marketing such as, sending message directly to the consumers through addressable media like mail, telephone and meeting with customers. On the other hand indirect marketing such as advertisement tools like billboards, TV commercial, radio commercial etc. Public Relation Union bank strongly aims to develop positive relationship with public. Direct Mail Through direct mail UBI uses their resource effectively by allowing them to send publicity material to named person with their target segment. Internet Promotion Owning a website is now a crucial ingredient for the marketing mix strategy of any organization. Union bank customers can obtain instant information as well as through I-Banking customers can enjoy a host of a service. Personal Selling The foremost promotional strategy of UBI is personal selling i.e. selling products one to one. Product Strategies Augmented Product With every new account opened, UBI provide a free cheque book and a free shopping /debit card.
Page 30 of 57
Augmented Personalized Services Personal bankers are dedicated to provide best service and attention to customers.
SWOT Analysis
Strengths 1) 100% core banking solution 2) Techno-savvy and is a front runner among public sector banks in modern-day banking trends 3) Strong customer relationship 4) Majority government ownership Weakness 1) High interest rate compare to other banks 2) Lengthy business process 3) Low deposit return
Opportunities 1) 2) 3) Fast growing Indian economy High growth in banking sector Scope in rural and semi-urban areas 1) 2)
Threats Rising interest rate due to slowdown Very high competition prevailing in the industry 3) Lack of infrastructure in rural areas
Page 31 of 57
Analysis of Union Bank of India, Jabalpur
Products – 4 main products and more than 15 sub products Manpower – 35 Departments – 3 Turnover – Approx 15 Cr (Annually) Finance – Government, RBI, Sales Software – Intranet (lease line and ISD based) ERP can be implemented in the Union Bank of India because it is big organization. It has various departments like saving, current and advance department etc. they all have individual information which is gathered at regular intervals. Situation come when one department needs basic information about other department and for that purpose if ERP is implemented in the bank then it will be very advantageous. For example insecurity, it helps in authentication of the data, data recovery, removing data redundancy. Recommendations for SAP ERP 1) It improves the operational excellence. It simplifies business operation across products and service lines. 2) It’s integrated financial and risk management processes support the management of risk across the organization. 3) It enables you to acquire, maintain and retain customers as a part of customers -centric business strategy. 4) Product bundling features helps in constructing customer specific offers. 5) It helps in customer relationship enhancement by connecting front and back offices tasks. It also provides a superior customer experience and stronger top line growth. 6) It gives better understanding of customers by gathering customer’s information liker their account and transaction.
Page 32 of 57
7) By integrating customer interaction across channels solutions of queries could be done in a single contact. The solution can help greatly to improve the customer experience. 8) A SAP ERP real time analytical dashboard helps in reviewing marketing campaign and sales results. 9) It generates auto alerts appointment entries or issue escalation to help sales advisor pick up directly with customers. 10) 11) 12) 13) 14) 15) 16) It gives heighten employee satisfaction. It helps in increase your competitive advantage. It helps in bank integrate valuation and calculation for various financial instruments. It helps in credit portfolio management, profit management and management accounting etc. It helps in value financial instruments under today’s regulations. It provides significant flexibility in designing creating and expanding credit risk report. It produces detailed reporting data for financial instruments.
Page 33 of 57
4.3 Priyadarshini Suvidha Swa Seva Kendra, Marhatal, Jabalpur
Priyadarshini Suvidha Seva Kendra is a government recognized retail outlet established by Govt. of India which works under govt.’s rules and regulation for the welfare of the people. It is a non profit making organization. Priyadarshini Suvidha Seva Kendra’s first outlet at Jabalpur was established in 27 February 1994, at Marhatal. Now at present total 3 branches are situated in Jabalpur. Its head office of Madhya Pradesh is situated in Bhopal. Priyadarshini Suvidha Seva Kendra’s main branch of Jabalpur is at Marhatal. It deals in mostly FMCG products.
Vision and Mission
Priyadarshini Suvidha Seva Kendra is established with the vision of providing better quality products to people at reasonable price under one roof. Priyadarshini Suvidha Seva Kendra, Marhatal, Jabalpur Industry Type - Retail Industry Software - Cyber logic OPC Products - 3 categories over 5000 products Manpower - 24 employees Department - 2 departments (Finance, Purchase) Annual Turnover - Approximately 5.5 to 7.5 crore rupees Procurement – local wholesalers, Head office Finance - 2 sources of fund (Govt. fund and Sales)
Page 34 of 57
Product List
Product
House hold products
Cosmetic products
Electric items
Organizational Structure
Branch manager
Store supervisor
Purchase officer
Head cashier
Line of business head
Godown incharge
Cashier
Line of business member
Godown supervisor
Computer operator
Page 35 of 57
Fund Management
Sources of Income
Government fund
Sales
Business Process
Floor member report to Floor head report to Store supervisor report to
Store to consume r
Local dealers or if not available than report to Head office
Purchase officer checks godown if not available than calls to
Branch manager Calls to purchase officer
Pricing Method
As Priyadarshini Suvidha Seva Kendra is non profit making organization so they decide price of the products at maximum 7% profit margin i.e. Sales price =Purchase price +7 to 12% profit (it includes salaries, maintenance cost and other expenses)
Target Market
Priyadarshini Suvidha Seva Kendra targets middle class, average salaried people for their potential customers. They also targets to businessman, housewives, old age people for their potential customers.
Page 36 of 57
Promotions
Priyadarshini Suvidha Seva Kendra uses indirect form of marketing for promotions such as: ? ? ? ? ? Advertisement (Print aids, Radio, Television) Advertising in local dailies Special events pricing Seasonal discounts and free coupons Public relation through newspaper, magazines
SWOT Analysis
Strengths 1) Target one stop discounted price shopping at 1) 2) 3) 3) Target price conscious consumers 4) 4) Government ownership 5) Easy decision making process Opportunities 1) Fast growing retail sector 2) Growth in organized retail sector 3) Evolving consumer preference 4) Increase in product list 5) Increase in profit margin Threats 1) Large number of competitors 2) Unfavorable Government policies 3) Unorganized retail General perception of people as a Govt. organization Weakness Purchasing from local dealers of products Profit margin limitation Casual behavior of employees
2) Provide best quality products at cheaper price
Page 37 of 57
Analysis of Priyadarshini Suvidha Swa Seva Kendra, Marhatal, Jabalpur
Industry Type - Retail Industry Software - Cyber logic OPC Products - 3 categories over 5000 products Manpower - 24 employees Department - 2 departments (Finance, Purchase) Annual Turnover - Approximately 5.5 to 7.5 crore rupees Procurement – local wholesalers, Head office Finance - 2 sources of fund (Govt. fund and Sales) Even though Priyadarshini Suvidha Swa Seva Kendra is a non profit making organization but still the implementation of SAP ERP will serve their purpose. In future the company can be implement small ERP software which is low cost and affordable; it will help in simplifying the business process as well as it will help in reducing the cost of the products.
Recommendation for ERP
1) It helps in maintaining the customer database. With the help of customer database organization can make the customers grouping and will be able to give priority to them according their purchasing power and needs. 2) It enables you to acquire, maintain and retain customers as a part of customers -centric business strategy. 3) Record of business operations are done manually which is time consuming It improves the operational excellence. It simplifies business operation across products and service lines. 4) With the help of ERP good procurement process can be possessed. It will helps in keep the record of transporting cost. 5) It helps in keeping of outside dealers and distribution centers of the products. 6) It generates auto market analysis report which helps in meeting the needs of customers as well as helps in making policies.
Page 38 of 57
7) It comprises of Contact Management and Sales Order Processing Management. It is an integrated solution comprising of marketing and sales activities. Organization can act immediately to improve sales, service and marketing effectiveness by using this Module 8) ERP provides a powerful and flexible set of features to help you manage and report your inventory information. 9) ERP streamlines procurement of required raw materials, packaging material, sub assembly and other non-inventory materials. It automates the processes of identifying potential suppliers, Supplier Evaluation, Supplier Quote Evaluation, awarding purchase order to the supplier, and billing processes.
10) ERP gathers financial data from various functional departments and generates valuable financial reports. 11) With the ERP financial reports Financial Manager as well as other Managers within business can review the financial position of the company in real time and assist in better decision-making and strategic planning. 12) It routinely maintains a complete employee database including contact information, salary details, attendance, performance evaluation and promotion of all employees.
Page 39 of 57
4.4 Punjab National Bank
Punjab National Bank of India is the first Indian bank started only with Indian capital, was nationalized in July 1969 and currently the bank has become a front-line banking institution in India. The corporate office of the bank is at New Delhi. Punjab National Bank of India has set up representative offices at Almaty (Kazakhistan), Shanghai (China) and in London and a full fledged Branch in Kabul (Afghanistan). With over 38 million satisfied customers and 4668 offices, PNB has continued to retain its leadership position among the nationalized banks. The bank enjoys strong fundamentals, large franchise value and good brand image. Besides being ranked as one of India's top service brands, PNB has remained fully committed to its guiding principles of sound and prudent banking. Apart from offering banking products, the bank has also entered the credit card & debit card business; bullion business; life and non-life insurance business; Gold coins & asset management business, etc. Since its humble beginning in 1895 with the distinction of being the first Indian bank to have been started with Indian capital, PNB has achieved significant growth in business which at the end of March 2009 amounted to Rs 3,64,463 crore. Today, with assets of more than Rs 2, 46,900 crore, PNB is ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and has the 2nd largest network of branches (4668 including 238 extension counters and 3 overseas offices).During the FY 2008-09, with 39% share of low cost deposits, the bank achieved a net profit of Rs 3,091 crore, maintaining its number ONE position amongst nationalized banks. Bank has a strong capital base with capital adequacy ratio as per Basel II at 14.03% with Tier I and Tier II capital ratio at 8.98% and 5.05% respectively as on March’09. As on March’09, the Bank has the Gross and Net NPA ratio of only 1.77% and 0.17% respectively. During the FY 2008-09, its’ ratio of priority sector credit to adjusted net bank credit at 41.53% & agriculture credit to adjusted net bank credit at 19.72% was also higher than the respective national goals of 40% & 18%. PNB has always looked at technology as a key facilitator to provide better customer service and ensured that its ‘IT strategy’ follows the ‘Business strategy’ so as to arrive at “Best Fit”.
Page 40 of 57
The bank has made rapid strides in this direction. Along with the achievement of 100% branch computerization, one of the major achievements of the Bank is covering all the branches of the Bank under Core Banking Solution (CBS), thus covering 100% of it’s business and providing ‘Anytime Anywhere’ banking facility to all customers including customers of more than 2000 rural branches. The bank has also been offering Internet banking services to the customers of CBS branches like booking of tickets, payment of bills of utilities, purchase of airline tickets etc. Towards developing a cost effective alternative channels of delivery, the bank with more than 2150 ATMs has the largest ATM network amongst Nationalized Banks. With the help of advanced technology, the Bank has been a frontrunner in the industry so far as the initiatives for Financial Inclusion is concerned. With its policy of inclusive growth in the Indo-Gangetic belt, the Bank’s mission is “Banking for Unbanked”. The Bank has launched a drive for biometric smart card based technology enabled Financial Inclusion with the help of Business Correspondents/Business Facilitators (BC/BF) so as to reach out to the last mile customer. The BC/BF will address the outreach issue while technology will provide cost effective and transparent services. The Bank has started several innovative initiatives for marginal groups like rickshaw pullers, vegetable vendors, diary farmers, construction workers, etc. The Bank has already achieved 100% financial inclusion in 21,408 villages. Backed by strong domestic performance, the bank is planning to realize its global aspirations. In order to increase its international presence, the Bank continues its selective foray in international markets with presence in Hong Kong, Dubai, Kazakhstan, UK, Shanghai, Singapore, Kabul and Norway. A second branch in Hong Kong at Kowloon was opened in the first week of April’09. Bank is also in the process of establishing its presence in China, Bhutan, DIFC Dubai, Canada and Singapore. The bank also has a joint venture with Everest Bank Ltd. (EBL), Nepal. Under the long term vision, Bank proposes to start its operation in Fiji Island, Australia and Indonesia. Bank continues with its goal to become a household brand with global expertise. Amongst Top 1000 Banks in the World, ‘The Banker’ listed PNB at 250th place. Further, PNB is at the 1166th position among 48 Indian firms making it to a list of the world’s biggest companies compiled by the US magazine ‘Forbes’.
Page 41 of 57
Financial Performance
Punjab National Bank continues to maintain its frontline position in the Indian banking industry. In particular, the bank has retained its NUMBER ONE position among the nationalized banks in terms of number of branches, Deposit, Advances, total Business, operating and net profit in the year 2008-09. The impressive operational and financial performance has been brought about by Bank’s focus on customer based business with thrust on SME, Agriculture, more inclusive approach to banking; better asset liability management; improved margin management, thrust on recovery and increased efficiency in core operations of the Bank. The performance highlights of the bank in terms of business and profit are shown below: Parameters Operating Profit* Net Profit* Deposit Advance Total Business (Rs. Crores) Mar'07 Mar'08 3617 1540 4006 2049 Mar'09 5744 3091 209760 154703 364463 CRAR 26.02 41.67 22.47 26.55 24.15
139860 166457 96597 119502 236456 285959
Shareholders Patterns
Page 42 of 57
Organizational Structure
Head Office
Circle Offices (58)
Branches (4267)
PNB-Head Office Address : Telephone: Fax: 7, Bhikhaiji Cama Place, New Delhi - 110 066. 91 - 11 - 26102303 91 - 11 - 26196456
Page 43 of 57
Hierarchy
Chairman
Executive Director (ED)
General Manager (GM)
Deputy General Manager (DGM)
Assistant General Manager (AGM)
Chief Manager
Senior Manager
Manager
Officers
Subordinates and Clerical staffs
Page 44 of 57
Business Operations
Savings Fund Account PNB Prudent Sweep Total Freedom Salary Account PNB Vidyarthi SF Account PNB Mitra SF Account Current Account PNB Smart Roamer PNB Vaibhav PNB Gaurav Fixed Deposit Schemes Mahabachat Schemes Spectrum Fixed Deposit Scheme Anupam Account Multi Benefit Deposit Scheme Credit Schemes PNB flexible Housing Loan Car Finanace Personal Loan Social Banking Krishi Card PNB Farmers Welfare Trust Mahila Udyam Nidhi Scheme Corporate Banking EXIM finance Gold Card scheme for exporters Business Sector PNB Vikas Udhami PNB Karigar credit card PNB Kushal Udhami PNB Pragati Udhami Moreover, the Punjab National Bank of India also offers locker facilities, senior citizens schemes, PPF schemes and various E-services to their customers.
Page 45 of 57
SWOT Analysis
Strengths 1) 100% computerized of all branches 2) Adoptability of SFMS (Structured Financial Messaging Solution) technology 3) Large no. of customers 4) Focuses on rural and semi urban areas 5) Easy business process 6) Provide better services Opportunities 1) Fast growing Indian economy 2) High growth in banking sector 3) Scope in micro financing Threats 1) Large no. of market player 2) Unfavorable Govt. policies 3) Slow growth because of recession 1) 2) 3) Weakness Casual behavior Slow decision making because of large hierarchy Weak customer relationship
Page 46 of 57
Analysis of Punjab National Bank, Super Bazaar, Jabalpur
Products – 7 main products and more than 20 sub products Manpower – 37 Departments – 3 Turnover – Approx 20 Cr (Annually) Finance – Government, RBI, Sales Software – Finacle Software ERP can be implemented in the Union Bank of India because it is big organization. It has various departments they all have individual information which is gathered at regular intervals. Situation come when one department needs basic information about other department and for that purpose if ERP is implemented in the bank then it will be very advantageous. For example insecurity, it helps in authentication of the data, data recovery, removing data redundancy.
Recommendations for SAP ERP
1) It helps in customer relationship enhancement by connecting front and back offices tasks. It also provides a superior customer experience and stronger top line growth. 2) It gives better understanding of customers by gathering customer’s information liker their account and transaction. 3) By integrating customer interaction across channels solutions of queries could be done in a single contact. The solution can help greatly to improve the customer experience. 4) Product bundling features helps in constructing customer specific offers. 5) A SAP ERP real time analytical dashboard helps in reviewing marketing campaign and sales results. 6) It generates auto alerts appointment entries or issue escalation to help sales advisor pick up directly with customers.
Page 47 of 57
7) It integrates accounting activities with other analytical banking areas 8) It provides the integration and coordination of information that banks require for key financial and management accounting activities and creation of related report. 9) It helps in improving your return on investment by improving your close rate and penetration of value adding services 10) It provides significant flexibility in designing, creating and expanding credit risk report. 11) It helps in increase the return on other IT investment.
Page 48 of 57
4.5 The Mobile Store
The Mobile Store is India’s first national chain of telecom retail outlets, as well as the country’s largest mobile retailer. The Mobile Store Limited heads India's first countrywide chain of telecom retail outlets. "The Mobile Store" is an Essar Group venture, set to introduce a pan-Indian network of retail telecom outlets. The Mobile Store offers a world class shopping environment, with state of the art technology. The Mobile Store is countrywide chain of outlets. The Mobile Store, promoted by the Essar Group, is a one stop mobile solution shop which offers Telecom Products like Mobiles, Mobile Accessories, Mobile Connections & Recharges, Mobile Bill Payments, Value Added Services, Mobile Repairs, Mobile Exchange, Music & Gaming Devices and DTH, all under one roof, in a world class shopping ambience. Mr. Rajeev Agarwal is the CEO and Director of the Mobile Store Limited, India. The Mobile Store is India’s largest telecom retailer, with over 1300 Company Owned – Company Operated stores, spread across 200 cities and the vision is to have a network of 2500 stores by 2010 across 650 cities, thus covering virtually every major town in every state across India. The Mobile Store outlets are in three formats: Large - 1000-1500 square feet Medium- 800-1000 square feet and Corner-150-200 square feet Small- Located in malls The Mobile Store caters to the Indian consumer's choice of the widest and most comprehensive range of mobile phones with special offers from all the key brands available across the globe. The Mobile Store offers complete telecom solutions right from handset purchase to the choice of service operator and miscellaneous services like monthly bill collections etc., the stores also offer connections (pre paid and post paid), accessories and VAS including the latest ring tones, wallpapers and gaming and prompt after sales service, available not only in the city of purchase but in all The Mobile Store outlets across the country.
Page 49 of 57
The Mobile Store has categorized its mobile device offerings into consumer segments keeping in mind the profiles and needs of different consumers. The unique segments available in The Mobile Store are as follows: Business - PDA & Smart phones, Emails, data transfer etc. Lifestyle - Fashion phones, Look and elegance, Fun - Multimedia & music, camera, games, wacky ring tones and wallpapers, Value for Money - Special offers, discounts and budget phones.
The Mobile Store, Russel Chowk, Jabalpur
The Mobile Store has established 8 company outlets in various locations in Jabalpur. The Mobile Store’s outlet at Russel Chowk was established in January 2008 in Jabalpur. The premise value of this outlet was near about 3 lakh. Its head office of Madhya Pradesh region is situated in Indore. Russel Chowk outlet is also a warehouse for the Jabalpur, Satna, and Rewa region. There are 5 employees in the outlet. Annual turnover of this outlet is approx 80 to 90 lakh. It is the city’s largest mobile retailer. Organization Structure
Store Manage r ()
() 11 DM (Customer service executive)
Sale executive and staff
Page 50 of 57
Products and Services
Products and Services
Mobile phones
Mobile accessori es
Mobile repairs
Music gaming and DTH
Value added service
Mobile connectio n
Alcatel Blackberry
Data Devices Headsets
DTH Gaming Devices MP3 Players
Games Tones Video and Graphics
Airtel Idea Vodafone Reliance Tata Indicom BSNL Virgin Mobile
Fly Power HTC iPhone LG Micromax Motorola Nokia Ray Samsung Sony Ericsson Spice Tata Indicom CDMA Virgin Mobile CDMA
Page 51 of 57
Business Process
Store manager
Head office Indore (Purchase officer)
SCM (Supply Chain Management)
This flow chart shows sales and distribution process of The Mobile Store Russel chowk, Jabalpur outlet which is also a godown for Jabalpur, Rewa and Satna region for all the outlets. For purchasing inventory store manger of the outlet reports to the PO (Purchase officer) of Head office Indore. Purchase officer checks for inventory to Head office godown or directly purchase through company than through its supply chain management inventory reaches to outlet’s godown and distributed to all the outlets of The Mobile Store where the products is needed.
Pricing Method
The Mobile Store sales all its products all the time below MRP. It eliminated the margins in the traditional supply chain consisting of the manufacturerwholesaler/dealer-Retailer network. Bulk purchases directly from manufacturers or stockiest qualified for deep discounts. Quick inventory turns also improved the cash flow and reduced operating costs. The Mobile Store makes spot payments against delivery to get cash discounts. The supplier helped in inventory control and in return got an improved cash flow.
Target areas
The Mobile Store aimed at a trustworthy, reliable store that cared for the customer and ensured the best deals or lowest prices for them. Key thrust of The Mobile Store is: Key thrust areas for the retail format are: Comprehensive Product Range, Knowledgeable Store Staff & Interactive Environment, Competitive Prices and Handset Repairs.
Page 52 of 57
Promotional Strategies
The Mobile Store uses indirect form of marketing for the promotion such as advertisement tools like billboards, TV commercial, radio commercial etc.
Direct Mail
The Mobile store sends e-mails to only those customers who are interested in receiving information about our products and services .
Internet Promotion
Owning a website is now a crucial ingredient for the marketing mix strategy of any organization. The Mobile Store’s customers can obtain instant information about products and services as well as through online shopping customers can enjoy a host of a service.
Knowledgeable Store Staff
The Mobile Store has undertaken an extensive training program to equip all its employees with in-depth knowledge of the products and brands available at the store, thereby allowing them to provide the right kind of guidance to the customer .
Other Promotional Activities
1) 2) 3) 4) 5) Special events pricing Seasonal discounts Free gifts Facilities related to mobile connection Mobile repairing facilities
Fund management
Sources
Head office
Sales
Page 53 of 57
Fund Management Process
The mobile store generates funds directly through sales. Whatever amount is earned in a month from sales they transfer it to head office’s a/c. then whatever the requirement is if outlet is fulfilled by head office. Salaries of employees are paid directly through their account by head office.
SWOT Analysis
Strengths 1) 2) 3) 4) 5) Target one stop shopping at discounted price Branded company products at low price Training and development of store staff Attractive outlets Providing extra facility to customer i.e. mobile repairing, mobile connections etc. Opportunities 1) 2) 3) 4) High growth in telecom sector Increase in the demand of mobile 2) Growth in organized retail Unexplored rural and semi-urban areas Unorganized retail 1) Threats Competitors edge over technology 1) 2) 3) Weakness Boundage of head office Inadaptability of technology Improper human resource
Page 54 of 57
Analysis of The Mobile Store, Russel Chowk, Jabalpur
Products and services – 6 products Manpower – 5 Turnover – Approx 80 to 90 lakh (Annually) Finance – Head office The company should implement a low cost ERP as this outlet is also working as warehouse for the other outlets so ERP helps in maintaining the detail of company’s inventory. So company should opt for a small and compact ERP system which is design according to the requirement of the organization. Further the implementation would also help them to increase there growth, productivity and annual turn over so that they can increase there growth prospects.
Recommendations for SAP ERP
1) ERP provides a powerful and flexible set of features to help you manage and report your inventory information. 2) ERP gathers financial data from various functional departments and generates valuable financial reports. 3) With the ERP financial reports Financial Manager as well as other Managers within business can review the financial position of the company in real time and assist in better decision-making and strategic planning. 4) It generates auto market analysis report which helps in meeting the needs of customers as well as helps in making policies. 5) It generates auto market analysis report which helps in meeting the needs of customers as well as helps in making policies.
Page 55 of 57
5. Summary
Client 1 Navyug college, Jabalpur No. of Employees Departments 45 5
Client 2 UBI, Super bazaar, Jabalpur 35 3
Client 3 Priyadarshini Bazaar, Marhatal, Jabalpur 24 2
Client 4 PNB, Super Bazaar, Jabalpur 37 3
Client 5 The Mobile Store, Russel Chowk, Jabalpur 5
Nil Products Annual Turnover Sources of Income Software 4 courses Approx 60 lakh UGC, State Gov. and Student fees Fonix Software 4 main and 15 sub-products Approx 15 crore Over 5000 products Approx 5.5 to 7.5 crore 7 main and 20 subproducts Approx 20 crore 6 type of products Approx 80 to 90 lakh Head office and Sales No software
RBI and Sales Govt. funds and RBI and Sales Sales Intranet Cyber logic (lease line and ISD based) Finacle (Infosys)
Page 56 of 57
6. Bibliography
www.navyugcollegejpb.com www.pnbindia.com www.unionbankofindia.co.in www.themobilestore.in www.eresourceerp.com www.sap.com www.google.com www.wikipedia.com
Page 57 of 57
doc_625770564.doc