A DSS approach to managing customer enquiries for SMEs at the customer enquiry stage

Xiong, M.H.; Tor, Shu Beng; Bhatnagar, Rohit; Khoo, Li Pheng; Venkat, S.

doi:10.1016/j.ijpe.2005.08.008

Cited by 38 publications

(16 citation statements)

References 20 publications

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“…First, the CEM tools contained in many ERP systems have been used by MTO companies for entering orders and automating certain transactions (Xiong et al, 2006). In addition, Available-To-Promise (ATP) and Capable-To-Promise (CTP) functionality may be used.…”

Section: Mto Requirements and Erp Functionality For Customer Enquiry mentioning

confidence: 99%

The applicability and impact of Enterprise Resource Planning (ERP) systems: Results from a mixed method study on Make-To-Order (MTO) companies

Aslan

Stevenson

Hendry

2015

Computers in Industry

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The effect of a Make-To-Order (MTO) production strategy on the applicability and impact of Enterprise Resource Planning (ERP) systems is investigated through a mixed method approach comprised of an exploratory and explanatory survey followed by three case studies. Data on MakeTo-Stock (MTS) companies is also collected as a basis for comparison. The exploratory data demonstrates, for example, that MTO adopters of ERP found the system selection process more difficult than MTS adopters. Meanwhile, a key reason why some MTO companies have not adopted ERP is that it is perceived as unsuitable. The explanatory data is used to test a series of hypotheses on the fit between decision support requirements, ERP functionality, and company performance. In general, a poor fit between the decision support requirements of MTO companies and ERP functionality is identified, although certain modules can lead to performance improvements -most notably for Customer Enquiry Management (CEM). MTS companies make more use of planning tools within ERP systems, and it is concluded that production strategy is an important contextual factor affecting both applicability and impact. Follow-up cases with two MTO adopters and one MTO nonadopter develop a deeper understanding of the survey results. For example, in one adoption case, a system was rented to minimise the consequences of making a poor selection decision. Future research could explore how more MTO-specific planning concepts can be embedded within ERP systems to improve alignment.

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Section: Mto Requirements and Erp Functionality For Customer Enquiry mentioning

confidence: 99%

The applicability and impact of Enterprise Resource Planning (ERP) systems: Results from a mixed method study on Make-To-Order (MTO) companies

Aslan

Stevenson

Hendry

2015

Computers in Industry

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“…On export fronts SMEs face many constraints due to lack of resources and poor innovative capabilities. For sustaining their competitiveness, they have to benchmark their assets, processes and performance with respect to the best in industry (Xiong et al, 2006;Soh and Roberts, 2005) [10][11]. There is also need for developing a framework for quantifying the competitiveness by adopting a holistic approach.…”

Section: Literature Backgroundmentioning

confidence: 99%

Sustainability and Strategies of Chinese Creative SMEs

Pi¹,

Guo²,

Li³

2017

dteees

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Abstract. Nowadays, in an eco emphasizing new-energy and green economic, creative industry become one of the priority industries for development. This paper, in perspective of sustainable advantage, attempted to discuss the major factors of creative SMEs and their strategies by survey of creative SMEs in Guangzhou, China. The results reveal that, 1) creative SMEs are facing different factors between short-term and long-term; 2) because of the specific advantage resources and capability of each creative SME, there are three main strategies, production strategy, marketing strategy and investment strategy; 3) creative SMEs have to dynamically switch or extend strategies during transiting from short-term into long-term, long-term sustainability of SMEs should be with multiple strategies or business models.

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“…However, such software may be expensive and inappropriate for SMEs to use for only processing enquiries at the customer enquiry stage. Implementation of such software is complex, and elaborate, and requires huge initial investment and continuing maintenance expenditure (Halsall et al 1999 andXiong et al 2006). Most recently, Oduoza and Xiong (2007) developed a decision support system framework to process customer order enquiries in SMEs.…”

Section: Wwwintechopencommentioning

confidence: 99%

“…Speed of delivery and quality of responses to enquiries seem to be the two major factors affecting customer enquiry management (Xiong et al, 2003 andXiong et al, 2006). The efficiency of such responses determines how fast the enquiry can be followed through.…”

Section: Responsive Customer Enquiry Managementmentioning

confidence: 99%

Decision Support System Based on Effective Knowledge Management Framework To Process Customer Order Enquiry

Oduoza¹

2010

Decision Support Systems

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A DSS approach to managing customer enquiries for SMEs at the customer enquiry stage

Cited by 38 publications

References 20 publications

The applicability and impact of Enterprise Resource Planning (ERP) systems: Results from a mixed method study on Make-To-Order (MTO) companies

The applicability and impact of Enterprise Resource Planning (ERP) systems: Results from a mixed method study on Make-To-Order (MTO) companies

Sustainability and Strategies of Chinese Creative SMEs

Decision Support System Based on Effective Knowledge Management Framework To Process Customer Order Enquiry

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