SAP CRM vo vybranom podniku

Bc. Rastislav Fáber

Master's thesis

SAP CRM in selected Enterpice

Abstract:

The work discusses information systems of Hilti Company. It will be focused mainly to the transition from a Citrix program to SAP. There will be a closer description of SAP itself and description of SAP CRM. Theoretical part deals with the definition of terms SAP, CRM (customer relationship management), and the products (services) will Hilti company be using. Moreover, there is a description of Hilti´s data synchronization and definition of the process flow of data from the merchant, through customer service and a link to the server. In the next part, there are stated what changes in the company management was brought by the introduction of SAP, what the company expected from the implementation, what has improved, or how the logistics has changed (transport within the company, the warehouse, services, etc..), and compARIS Expresson with the old system CITRIX. The analytical part of the work is focused to closer order processing prior to the implementation of SAP-and after implementation. The difference is shown in the program ARIS EXPRESS Express 2.3. In the draft chapter the work focus on streamlining the process of settlement orders of a business consultant, thus facilitates the work of company´s customer service.

Abstract:

V mojej práci sa budem venovať problematike informačných systémov spoločnosti Hilti. Zameriam sa hlavne na prechod z používania programu CITRIX na informačný systém SAP. Bližšie analyzujem systém SAP, ku ktorému neodmysliteľne patrí aj SAP CRM. V teoretickej časti sa zaoberám definíciou pojmov SAP, CRM (zlepšenie vzťahov so zákazníkmi), ktoré produkty (služby) od firmy SAP firma využíva, ako v spoločnosti prebieha synchronizácia dát, definujem priebeh toku dát od obchodníka, cez zákaznícky servis a prepojenie na server. Popíšem, aké zmeny vo firme prinieslo zavedenie SAP-u, čo firma od implementácie očakávala, čo sa zlepšilo, ako sa zmenila logistika (preprava v rámci firmy, v rámci skladu, servisu a podobne), porovnanie so starším systémom CITRIX. V analytickej časti priblížim spracovanie objednávky pred implementáciou SAP-u a po implementácii. Rozdiel znázorním v programe ARIS Express 2.3. V návrhovej časti sa zameriam na zefektívnenie procesu vyriešenia objednávky obchodného poradcu, čím uľahčím prácu zákazníckeho servisu firmy.

Keywords

SAP, CRM, implementácia, aplikácia, procesný manažment, analýza, zákazníci, implementation, application, process management, analyse, customers

Language used: Slovak

Date on which the thesis was submitted / produced: 15. 8. 2012

Thesis defence

• Date of defence: 13. 9. 2012
• Supervisor: Ing. Bohuslav Martiško, CSc.
• Reader: Doc. RNDr. Ľubomír Dedera, PhD.

Banking Institute/College of Banking

Banking Institute/College of Banking SK

Master programme / field:
Economics and Management / Information Technologies and Management