Implementing ERP System in Woolworths Limited: Reviewing Staff and Customer Feedback and Analyzing Business Problems and Issues

This project is based on the implementation of ERP system in the business functions of Woolworths Limited. It reviews staff and customer feedback and analyzes business problems and issues. The proposed system improves productivity, increases business efficiency, reduces cost and streamlines the business processes.

Manage KnowLedge and Information
Assessment 1
Submitted by:
<Student name>
<Student Id>

Student Name Student Id
Introduction:
The project is based on implementation of ERP system in the business functions of
Woolworths Limited. Retail industry is a growing sector in the world so they have to maintain
and increase profit of the business organization. ERP plays a key role in managing the
customers and retention. The system provides an integrated view of the customers and
make accessible to faction of the retail business. The proposed system in Woolworths
Limited improves productivity, increases business efficiency, reduces cost and streamlines
the business processes.
Review staff and customer feedback and business performance data
Staff feedback form
Name of the individual
Designation
Questions Answers
Describe the goals and responsibilities you have taken in recent
performance evaluation.
Identify what you like most in the current job.
Describe the challenges that you are facing in the current job.
Determine the components in your job that you would like to change.
Customer feedback form
Name of the customer
Designation
Questions Options
How often does this store have what you want in the
stock?
 Extremely often
 Very often
 Moderately often
 Slightly often
 Not at all
Compared to similar stores, how often you are agree
with the store prices?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
Compared to similar stores, how often you are
agreeing with selection availability in the store?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
How friendly the employees are in the store?  Extremely friendly
 Very friendly
 Moderately friendly
 Slightly friendly
 Not at all friendly
How fair is the return policy of the store?  Extremely fair
 Very fair
 Moderately fair
 Slightly fair
 Not at all fair
Identify, define and analyse business problems and issues

Student Name Student Id
In Woolworths Limited, the business problems and issues which are identified such as:
Data redundancy: There is duplication of customer data, which causes error in the data
entry.
Inventory inaccuracy: The major problem that the company faces is handling the inventory
on paper which is not integrated with both manufacturing as well as sales (Orna, 2017).
Low customer retention: The organization is not able to meet with customer’s demands on
time and improper decisions regarding retailing functions are taken.
Identify information required to reach a decision on problems/issues
Enterprise Resource Planning (ERP) System is used to make decisions regarding retail
functions of Woolworths Limited. The information regarding ordering, stocking and delivering
of products and services are stored in the ERP system (Omotayo, 2015). This system
provides positive effect in customer retention as it connects and familiar the department to
react faster to the customer’s requirements and take timely decisions.
Source and gather reliable information
Internal sources of information: Company website is the internal source of information which
can provide information regarding the products and services that Woolworths offered to the
customers.
External sources of information: Books is the external source of information which provides
information regarding the operational functions of the organization (Cui et al., 2015). The
researcher should go through internal functions of their operations and then analyses usage
of ERP system for manufacturing and sales purposes.
Test information for reliability and validity, and reject where contradictory or
ambiguous
When information is located to use for the work purposes, then it is required to check for
validity and reliability of the collected data. The information is required to do cross
referenced so that it is easier to understand if the data are correct or not (Rowley & Farrow,
2018). There are two methods which are used for test the information for reliability and
validity such as:
Fast checking: It is a process to verify assertions made in the online content. It checks the
legal information of the organization with experienced lawyer. The item details are checked
with the manufacturer so that nutrition information is verified with the nutritionist.
Cross-referencing: When it is not possible to access reliable sources of information, then
cross referencing is used to check most trustworthy sources to access the website.
When various non-official sources are contradicted with each other, then it is not ensured
which one is to be correct. In this case, the information is rejected and seeks reliable
sources to answer to the query. When the information is ambiguous, then it is rejected
(Inkinen, 2016). A reliable source will help to verify the information properly. Unless the
information is understand properly, it is not possible to access it.
Utilise formal and informal networks to access corporate knowledge/memory not held
in formal systems and review appropriately

Student Name Student Id
Formal network: It involves letters, orders, tenders and Woolworths has formal polices and
processes which can specify the business process.
Informal network: It runs on the conversation like face-to-face and phone. Care requires
taking with emails to avoid unintended offenses.
Ensure objectives for analyses are clear, relevant and consistent with the decisions
required
 To promote information sharing among the business partners on best practices in
ERP system implementation
 To provide retail professionals, public and media with information about Woolworths
products and services
 To enhance internal in addition to external communication among the system
stakeholders
 To promote a new website page contains organization’s policies, company reports
and guidelines
Identify patterns and emerging trends correctly and interpret as to cause and effect
In order to identify patterns and emerging trends and cause and effect relationship of the
information, Woolworths Limited uses fish bone analysis tool. There are four main reasons
which can cause problems in the business.
Causes Details
Environment  Poor technical infrastructure area
Method  Lack of budgeting of the project
 Too much usage of manual and paper based
processes
 Poor control of inventory
Materials  Poor quality of raw materials
Equipment  Poor maintenance
 Unavailability of the staffs and resources
Utilise statistical analyses and interpretation where appropriate
Woolworths Limited uses two of the statistical tools to interpret and analyse collected data,
information as well as knowledge throughout the project named as implementation of ERP
system. Two of the tools are categorized as;
Descriptive statistic: It summarizes data from the sample using the indexes like the mean
and standard deviation (Mohsin & Syed, 2018).
Inferential statistics: This statistical tool draws conclusion from collected data which are
subject to the random variations (Laubengaier, Hahn & Wagner, 2019).
Undertake sensitivity analysis on any proposed options
Problem: There is lack of estimation of the project budget which exceeds the price of
implementation of ERP each month.
Solution: The project resources and budget are managed to make sure that the budget is not
exceed by reduction of hours of project resources if required.

Student Name Student Id
Effects: Morality among the employees are dropped which leave them unsatisfied with their
job.
The production of the organization is fallen behind and the project outcomes are not meet.
The business gets negative reputation and the organization losses its existing customers
(Mariano & Awazu, 2016).
There are other problems which are occurred while implementation of ERP system in
Woolworths Limited. The project plan is being adapted to reduce the implementation cost
while reducing the project budget.
Ensure documentation reflects a logical approach to the evaluation of the evidence
and conclusions drawn
Following are the documents which are used to implement ERP system in Woolworths
Limited such as:
ERP requirements document: This document describes how ERP tool is helping Woolworths
Limited to meet with its objectives. It includes project goals and plans to evaluate project
achievement. It includes risks and costs for anticipation of implementation of ERP system.
ERP Request for Information: The internal document is used to develop request for
information from the possible ERP vendors (Cerchione, Esposito, & Spadaro, 2016).
ERP contract: After evaluating the potential vendors, they develop initial set of the reports as
well as dashboards to run the system. These are legal documents to make sure about the
business requirements.
Adjust management information systems/decision support systems to meet
information processing objectives
The management information system improves performance of the organizational units to
make sure about the customer satisfaction. The system helps to collect, gather and organize
the information used into the decision making regarding implementation of ERP system (Al-
Emran et al., 2018). It gathers and reviews information so that it can reduce lead time, cycle
time, high level of customer satisfaction, increased quality, improves the utilization of
resources and reduces quality costs.
Ensure sufficient valid and reliable information/evidence is available to support a
decision Evidence is started with identification of cost savings with selection of ERP system
when implemented properly. It is required to identify opportunities in the company due to implementation of ERP
system. Woolworths has warehouse and shipping requirements, then ERP system
can reduce on-time deliveries. If the company provides on-time delivery of the
services and products, then there is repetition of same customers. It helps the
business to grow its bottom line.
Utilise risk management plans to determine acceptable courses of action
Problem 1: Ineffective strategic planning
Solution: The business goals of Woolworths Limited are translated in expected benefits and
it includes benefits realisation reviews as well as activities at each stage of the project plan.
Problem 2: Poor skills of project team members
Solution: A strong project team is formed those have proper experiences and knowledge
dedicated to the project. It is required to reassign the roles and responsibilities to the project
team members.

Student Name Student Id
Utilise appropriate quantitative methods to assist decision making
Following are the quantitative methods which are used to assist the decision making such
as:
Dynamic programming: This quantitative method breaks down the problem into small
elements. Identification of simple issues helps to tackle complex problem related to a project
work (Lee, Shiue, & Chen, 2016).
Linear programming: This quantitative method is such a method which is focused to fund
value and results related to implementation of ERP system. It is required to balance the
project cost as well as quality of materials required to produce possible best price of entire
project plan.
Consult specialists and other relevant groups and individuals
Implementation of ERP system consists of following groups and individuals such as: IT Specialist System Engineer Software Developer Project Manager Project Supervisor
Ensure decisions taken are within the delegation/accountability of the
group/individual responsible
The project team member should know right way to delegate the leadership activities so that
all the decisions regarding implementation of ERP system is carried out. It is required to
choose right person to assign the project tasks (Centobelli, Cerchione, & Esposito, 2017).
The decision maker should require understanding the project related issues, solutions and
how it influences Woolworths.
Make decisions in accordance with organisational guidelines and procedures
Based on Woolworth’s guidelines and procedures, the decisions which are taken for ERP
implementation are: Selection of right key users for completion of the project plan Setting a group meeting with the project team members to make decisions at the
managerial levels Achievement of the project goals and project objectives Preparing an effective strategies and planning to make proper decisions regarding
the implementation plan
Ensure decisions taken are consistent with organisational objectives, values and
standards
Alignment of the organizational objectives, values and groups goals are required to make
sure that the manager and project team members can understand how the work can
contribute to attainment of the organizational goals. A project leader can clarify linkage
among the objectives of organization, descriptions of job, culture, leadership and
organizational policies (Adedeji, Popoola, & San Ong, 2017). The project leaders should
adjust behaviour to achieve the organizational mission and its influence on employee’s
productivity plus customer satisfaction.
Ensure decisions are taken in a timely manner
All the project related decisions are subject to deadlines. The deadlines are provided so that
it is applied to resolve issues which are required to resolve the issues. When project issues
are occurred then it should communicate with the project stakeholders so that proper

Student Name Student Id
decisions are taken at right time. When no deadlines are provided, then proper judgement is
required to finish the work on time (Ptak & Schragenheim, 2016). Delay in making the
decisions regarding implementation of ERP system can influence on organizational
productivity, inventory cost and project success rate.
Ensure advice/information needs are documented and are specific to location, format
and time line requirements
All the project related advices and information are documented in the ERP documents and
reports so that the team members can understand exact requirements of the project plan. If
the project manager requires informing that the project is required extra resources for
implementation, then it will ensure that they would receive all information and project details
in a proper format and scheduled timeline (Harwood, 2017). In this case, there are two main
communication channels such as Email and Face-to-face meeting.
Document information and update databases regularly
The organization is required to update and maintain the information related to
implementation of ERP system on weekly basis so that new information related to the
system is generated, gathered and updated databases. All the system related information is
documented into the dataset so that it can maintain accuracy of the proposed information
system (Ptak & Schragenheim, 2016). There are two main methods to update the databases
regularly such as:
Ad hoc updating: The ERP system is updated on ad hoc basis when the information is to be
gained. It reduces total duration of the time as the system has lack of information so that it
can foster the culture routinely.
Scheduled updating: The ERP system is updated based on the schedule time so that the
organization should update sales records of their daily business activities (Bintoro et al.,
2015).
Design and test systems to meet information requirements of decision makers
ERP system is tested to make sure that it meets with informational requirements of the
decision makers. Feedback is gathered from the users those are using the system such that
on time proper improvements and changes are done. The organization gathers information
on their organizational website based on how many people are visiting the website. It is
require designing the ERP system so that they can record details of the visitors hitting the
websites (Ali & Miller, 2017). Feedback is taken by means of paper survey from the
customers based on their retail services that they are providing to their customers.
Ensure information is up-to-date, accurate, relevant and sufficient for the recipient
In order to ensure that the information is up-to-date and relevant, the information is accessed
and checked the data which is updated. It is also required to examine release plus revision
dates of the informational sources for checking accuracy furthermore relevance. The project
recipients are team members and colleagues (Cerchione, Esposito, & Spadaro, 2016).
When the project information is drafted to the project team, then it is shared through email,
letter and presentation.
Develop communication plans and disseminate information
Who What Why When How
Project Manager Final approval of
the project
Analysing the project
deliverables
Weekly Emails and
Conference

Student Name Student Id
milestones
Project Lead Review the
status of the
project and
discussion of
project delays
Gathering the feedback Daily Weekly
meetings
Communication
Coordinator
Present the
issues to the
project team
Sharing of information to
the project team
members
Weekly Email and
presentation
Financial
Manager
Review the
project budget
Check the budget plan Weekly Presentation
Adhere to confidentiality/privacy policies in the transmission/release of
information/advice
Woolworths Limited is affected by confidentiality as well as privacy policies which are
included of communication plus transmission of the information. The organization should
transmit the information by means of encrypting the information so that no third party person
can access to the project details. The project receipt is protected and used proper
communicational methods (Chakravorty, Dulaney, & Franza, 2016). Password protection is
also done for the project details.
Review and update communication plans regularly
The communication plan is updated and reviewed on regular basis based on positive and
negative feedback, updating the ERP system, new contract group and communicational
methods. It is a good practice to schedule the project on regular basis and track the project
schedule based on estimated time.
Utilise technology which provides optimum efficiency and quality
The technology provides optimum efficiency as well as quality of the proposed ERP system
which are categorized such as: Internet Radio Print media Telephone Intranet Audio and visual media Social networking site
Maintain corporate knowledge and ensure security
In order to protect the corporate knowledge and information, the organization follows some
of the methods and processes such as: Copyright Intellectual property Technology
References
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Student Name Student Id
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