A Report on Business Processes for World University's System

This report evaluates and recommends business processes for World University, focusing on Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems to streamline operations. The executive summary highlights the need for a system that supports online learning, student loyalty programs, online payment processing, and the management of employees and online purchases. The introduction emphasizes the core processes, including the student loyalty program, online fee payments, and online E-book and laptop purchases. The report details the features of CRM, such as user-friendliness, compatibility, report generation, and customer satisfaction monitoring. It also describes the components of ERP, including human resource management, accounting and finance, workflow management, customer relationship management, sales management, and resource planning, along with the integration of a business intelligence module. The report suggests cloud sourcing for implementation, discusses the role of social media in enhancing customer relationships, and concludes by emphasizing the effective implementation of the recommended processes. The report also includes references for further research and development.

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Business Report
Name
Institution
Business Report

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Business Report
Executive summary.....................................................................................................................................3
Introduction.................................................................................................................................................4
Business processes to be employed............................................................................................................5
Customer Relationship Management business process..........................................................................5
Features of a customer relationship business process........................................................................5
User-friendly....................................................................................................................................5
Compatibility...................................................................................................................................5
Report generation...........................................................................................................................6
Monitor of customer satisfaction....................................................................................................6
Enterprise Resource Planning business process......................................................................................6
Human resource management business process................................................................................6
Work-flow management business process..........................................................................................7
Customer relationship management business process.......................................................................7
Sales management business process...................................................................................................7
Resource planning business process....................................................................................................8
Modules...............................................................................................................................................8
Business intelligence module...........................................................................................................8
Role of social media.................................................................................................................................8
Enhancing of customer relationship....................................................................................................8
Conclusion...................................................................................................................................................9
Recommendation........................................................................................................................................9
References.................................................................................................................................................10

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Executive summary
This report comes as a response to the senior management on what business processes
would accommodate the feature of the World University’s business system. The business system
has to perform the following activities; a student can sign in his or her own students portal and
learn online, maintain a study together loyalty which is a customer loyalty scheme that awards
the students who refer or introduce other students to the World University with credit on their fee
depending on the course, manage payment of fees by the students through PayPal and credit
cards, keep records of employees of the World University who are the agents, lecturers and other
staff and manage purchase of E-Book and laptops online by students.
There are two business processes that have been suggested in this report that will
comfortably accommodate the requirements of World University. These are Customer
Relationship Management business process and Enterprise Resource Planning business process.
The combination of the two business processes to work collaboratively will enable the business
processes and business activities of the World University run smoothly, effectively and
efficiently. Cloud sourcing, one of mega trends in business systems implementation is suggested
for the implementation of World University business processes. This trend will enable the World
University management to cut on costs of implementing a new business system, enhance security
of data and information in the business system and save time on the implementation and
deployment period. Compared to developing a business system from scratch cloud sourcing is
very effective.

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Business Report
Introduction
Accommodation of study together loyalty, payment of non-refundable fees and
management of the purchases of E-Books and laptops by students online are the major processes
and activities that the report focuses on. The report provides business processes that
accommodate these business processes, which are two in number. The properties of these
business processes are also expounded on in the report. The report contains the description of
what customer relationship management business process is, the properties of the customer
relationship management business process, the description of the enterprise resource planning
business process, the components of the enterprise resource planning business process and hoe
they are integrated to give reliable results in business.
The properties of customer relationship management business process are user-
friendliness which is its usability, compatibility which is the ability of the business process to
adapt in the near future, report generation for decision making and monitoring of the customer
satisfaction with the services offered by the World University. The components of the enterprise
resource planning business process are human resource management which manages human
resources, accounting and finance management which manages funds, workflow management
which manages flow of activities, customer relationship management which manages customer
intimacy, sales management which manages sales and resource planning which manages the
inhuman resources of the World University. The integration of these components with the
inclusion of business intelligence is what makes enterprise resource planning business process a
success.

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Business processes to be employed.
Customer Relationship Management business process. Customer
relationship business process entails the capture and analysis of data and information about a
business’s customer on every aspect related to the business, for instance the number of purchases
a customer makes, the number of referrals a customer made and how frequent the customer is to
the business, with the aim of satisfying the customer and developing customer intimacy between
the business and the customer (King & Burgess 2008). Intimacy enables the business to identify
all the needs of the customer and fulfill them, customer satisfaction. Fulfillment of customer
needs, satisfaction, and development of intimacy between the business and the customer is what
ensures an organization to maintain its customers for a long period of time.
The customer relationship management will manage the customer loyalty scheme, study
Together Loyalty, by keeping track of students who have referred or introduced other students.
After identifying the students who introduced other students to the university the system
automatically awards them with fee credit.
Features of a customer relationship business process.
User-friendly. User-friendliness is the ability of the system functionality and flow of
activities to be understood and used easily (Lin et.al 2010). Customer relationship management
systems are easy to understand and manage. The interface is interactive to the user. For example
if a student who has introduced another student is identified, it pops a message saying a referee
student identified and awards the credit fee depending on the course of the student referred.
When implementing the new Customer Relationship business process therefore, less training is
needed because of its ease of use ability. By being user-friendly most students and agents to the
university will be able make referrals and introduce more students.
Compatibility. This is the ability to accommodate or cater for new business processes and
activities, new technological inventions and future business requirements. Most Customer
relationship business processes are set to be flexible and adaptable. This feature is a plus as it
ensures that new and arising requirements that the world University would want to implement
can be incorporated simply.

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Report generation. Generation of the daily, monthly and annually analysis of the
customers a business. The customer relationship management business process will be able to
analyze the population of students available, the number of agents available, the number of
referrals made and calculate an estimate of students to expect in the near future through report
generation. The reports generated will show how far the World University have reached with
customer satisfaction , by analyzing the number of students joining the university , and compare
their progress against the score card of objectives set when the World University was
established.
Monitor of customer satisfaction. Through customer relationship management business
process, the world university would be able to monitor satisfaction of the students on what they
get from the university (Lin et.al 2010). This feature keeps the World University on its toes to
enhance delivery of services to the students. Decision making on how to go forward is done
depending on the analysis of the existing data on the satisfaction rating of the World University
by the students in the university.
Enterprise Resource planning business process
Enterprise resource planning business process is a combination of many essential
business processes. These business processes include human resource management, work flow
management, accounting and finance, procurement, sales and customer relationship management
system (Ngai et.al 2008). The integration of this system makes Enterprise Resource Planning
business process. Enterprise resource planning business process also incorporates the business
intelligence module where the business process analyzes data and gives feedback that forms the
backbone of various major decisions made by the business.
Human resource management business process. This process keeps all the records on
the employees and students of the World University. It deals with the recruitment of the agents
and lecturers, termination of the agents and lecturers, training of the agents, admission of the
students and termination of the students from the World University (Guest 2011). This process
deals with the management of the human resources owned by the World University. World
University’s work will be made easier through the implementation of the human resource
business process.

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Accounting and finance business process. This is the process that deals with the
management of funds or monetary resources of the World University. The business process will
involve management of payment of non-refundable fees through credit cards and PayPal,
management of payment of the World University salary payment to employees and commission
payment to agents, management of payment of credit fees for the students who referred or
introduced other students to world University, management of payments for the purchases of E—
books and laptops by students, management and allocation of funds to various projects run by the
World University.
Work-flow management business process. This business process deals with the
management of roles responsibilities and flow of activities and works (da Cruz et.al 2009, July).
The roles and responsibilities for the various employees of World University including the
agents and lecturers are stated and stored in this process. Flow of activities in the World
University like the time schedules for lecturers, the procedures on how to work on certain objects
and functions owned by the World University is managed in this business process. With this
business process the World University won’t worry about the flow of activities of the University
which is very essential.
Customer relationship management business process. CRM is also incorporated in the
Enterprise Resource Planning business process. Customer relationship management business
process tends to enhance intimacy between the World University and the students of the
university (Lin et.al 2010). The Customer relationship management business process analyzes
the day today interactions between the World University and the students like service delivery
and referral payment. The number of students, the number of referrals and the frequency of the
students in attending the classes online is also analyzed to establish customer satisfaction level.
Customer relationship management business process is very essential as the reports it gives are
used to make decisions on what strategies to use to lure more students and thus more money to
the school.
Sales management business process. This process keeps track of the sales of the
products a business has (Ingram et.al 2015). For instance with World University, the records of
the purchases made on the E-books and laptops online by students are recorded and reports
generated on a regular basis either daily, monthly or annually. This business process enables the

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World University to know between the E-books and the laptops, which ones have the highest
sales numbers. The knowledge of the sales or purchase numbers of both the E-Books and the
laptops help during decision making on which product to give more stress or even find better
method sof luring students into making purchases.
Resource planning business process. The business process that deals with the
management of the inhuman resources of the business (Bradley 2008). With World University
resource planning involves planning on how many laptops and E-Books to be issued to students,
World University’s office resources, management of time resource, space resource, management
of the website and the social media platforms owned by the World University.
Modules.
Business intelligence module. Business intelligence is included in the Enterprise
Resource Planning business process to provide real time analysis and feedback on the analysis
(Turban et.al 2011). Just like with artificial intelligence, with business intelligence the computers
emulate the human thinking and provide solutions to problems in the business processes preset in
a business.
Role of social media
Enhancing of customer relationship. Through social media platforms, World University
can be able to respond to crucial queries from their customers who are students (Aral et.al 2013).
Social media platform is the fastest and the easiest mode of conveying information that is needed
urgently. Through constantly updating the students of World University on pressing matters for
example fee payment , social media platform creates a platform where World University and be
able to gain trust from the students who are their customers. The gain of trust means that the
students get satisfied with the services rendered ad customer intimacy is build.
Social media creates a platform where students can be able to refer or introduce as many students
as possible to the world University.

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Conclusion
Customer relationship management business process and enterprise resource planning
business process successfully implement the business decisions made by the senior management
effectively and efficiently. From the implementation of the Customer Loyalty scheme called
Study together loyalty, payment of credit for student referrals, payment of non-refundable fees
through credit card and PayPal to purchasing of the E-Book and laptops online by the students of
World University.
Recommendation
World University should consider integrating the two business processes customer
relationship business process and enterprise resource planning business process when
implementing and deploying the business system for use.
There is also a new technology that World University can use to acquire their business
system. Cloud based business system is where an organization sends its requirements data and
information to a cloud hosting company and they are given a cloud based business system. The
advantages of these systems is that they have incredible security, hard to crack, compatibility and
adaptability issues are dealt with the hosting company and consumes less time acquiring as
compared to developing a business system from scratch.

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References
Aral, S., Dellarocas, C., & Godes, D. (2013). Introduction to the special issue—social media and
business transformation: a framework for research. Information Systems Research, 24(1),
3-13.
Bradley, J. (2008). Management based critical success factors in the implementation of
Enterprise Resource Planning systems. International Journal of Accounting Information
Systems, 9(3), 175-200.
da Cruz, S. M. S., Campos, M. L. M., & Mattoso, M. (2009, July). Towards a taxonomy of
provenance in scientific workflow management systems. In Services-I, 2009 World
Conference on (pp. 259-266). IEEE.
Guest, D. E. (2011). Human resource management and performance: still searching for some
answers. Human resource management journal, 21(1), 3-13.
Ingram, T. N., LaForge, R. W., Williams, M. R., & Schwepker Jr, C. H. (2015). Sales
management: Analysis and decision making. Routledge.
King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship
management. Industrial Marketing Management, 37(4), 421-431.
Lin, R. J., Chen, R. H., & Kuan-Shun Chiu, K. (2010). Customer relationship management and
innovation capability: an empirical study. Industrial Management & Data
Systems, 110(1), 111-133.
Ngai, E. W., Law, C. C., & Wat, F. K. (2008). Examining the critical success factors in the
adoption of enterprise resource planning. Computers in industry, 59(6), 548-564.
Turban, E., Sharda, R., & Delen, D. (2011). Decision support and business intelligence systems.
Pearson Education India.
Wang, Y., & Feng, H. (2012). Customer relationship management capabilities: Measurement,
antecedents and consequences. Management Decision, 50(1), 115-129.