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ISEGI NOVA

Instituto Superior de Estatística e Gestão de Informação Universidade Nova de Lisboa

www.is

egi.unl.pt

ERP & CRM Systems Summer Course

supported by:


ERP & CRM Systems || Summer Course || ISEGI - NOVA

To build today’s competitive advantage enterprise applications are organization’s cornerstone. Nowadays business managers face the need for a deep knowledge on information systems potential to create value for their organizations as organizations count more and more on information systems to create new business models, accelerate product development, control operations, improve customer relationship and achieve other strategic objectives. At our ERP CRM Summer Course we intend to promote a global reflection on information systems’ role within organizations and how they can create added value and promote business competitiveness - with a special focus on ERP and CRM systems - supported by a series of labs with Microsoft Dynamics NAV and CRM.

Program 1. Introduction / How Businesses Use Information Systems 1.1 Business Processes and Information Systems 1.2 Types of Business Information Systems 1.3 Systems that Span the Enterprise 2. Enterprise Applications 2.1 Achieving Operational Excellence and Customer Intimacy 2.2 Customer Relationship Management Systems 2.2.1 What is Customer Relationship Management (CRM) 2.2.2 Operational and Analytical CRM 2.2.3 CRM Lab - Microsoft Dynamics CRM 2.3 Enterprise Resource Planning Systems 2.3.1 What are Enterprise Resource Planning (ERP) Systems 2.3.2 ERP Lab - Microsoft Dynamics NAV 2.4 Enterprise Applications: new opportunities and challenges 2.4.1 Business Intelligence

Timetable 1 to 12 July 2013

Class hours: 9:00 - 13:00

Grants 4 ECTS

Week 1 Day

1

2

3

4

5

Subject

Introduction / How Businesses Use Information Systems

CRM Systems

CRM Lab (Microsoft Dynamics CRM)

Faculty

Miguel de Castro Neto

Miguel de Castro Neto

André Mestre

Week 2 Day

1

2

3

4

5

Subject

Enterprise Applications

ERP Lab (Microsoft Dynamics NAV)

Enterprise Applications: new opportunities and challenges

Faculty

Miguel de Castro Neto

Pedro Ruivo

Miguel de Castro Neto

Labs Details CRM - Microsoft Dynamics CRM

In this lab, students will learn how a CRM system can drive sales productivity and boost service effectiveness and customer satisfaction. The course will consist in a series of hands-on labs that will cover the main functionalities of Microsoft Dynamics CRM. The hands-on labs will focus on the following main areas of the CRM system: • Sales and Productivity Students will learn how to improve sales qualification and increase sales success by understanding the sales cycle along the different stages and its automation. They will also understand how to analyze sales performance by using flexible reporting to forecast sales, measure business activity and performance, track sales and service success, and identify trends, problems, and opportunities. This module will also focus the importance of having a comprehensive view of sales data and a complete view of the customer.


ERP & CRM Systems || Summer Course || ISEGI - NOVA

• Marketing This module will focus on the main marketing goals of a CRM system, such as correct segmentation of customers and campaign driving and analysis. Students will also learn about how to drive successful customer interactions, by targeting communications and choosing different channels. • Customer Service Students will learn how to manage work more efficiently, by automating service processes and have a complete view of all aspects of customer service. Managing resources and workload, incident tracking and follow-up are also areas of focus.

ERP - Microsoft Dynamics NAV

In this lab attendees will learn how to use an ERP system by performing hands on lab sessions. Below some of the areas of daily companies business will be addressed by Microsoft Dynamics NAV. Students will perform user and decision makers scenarios thought Navision’s modules: • Setup and Use Dynamics Nav Students will learn how to setup their roles accordingly business functions and responsibilities. And how information flow is done in the ERP and connects from data posting to BI tools. • Financial Management With Navision students will learn how to take advantage of efficient accounting, analysis and reporting tools, as well as asset management tools. Define multi- currency; Create accounting periods based on fiscal and business schedules; Manage cash flows and bank accounts. • Sales and Purchases Students will learn how to perform the sales and purchase processes from the very first purchase order to order reconciliation. Also learn how ERP provide sales and marketing departments with important customer-related information, such as: contract management, client portfolio tracking, events and activity scheduling and other important information which helps the decision makers and also increases your sales potential. • Manufacturing With Navision students will learn improve the resource allocations and how to become more flexible and safe in scheduling manufacturing lots; Production – order management; Supply and capacity planning; Visibility into shop floor operations. • Warehouse Management Students will learn how to increase the efficiency of firms supply process and improve goods’ flow, in warehouse as well as outside company. Controlling financial, logistics and management workflow, allowing: Track and manage inventory, including in multiple locations; Get up-to-date information about in-stock quantities; Implement better warehouse management, including tailored pick orders and stock replenishment; Get real-time data regarding inventory and shipments.

Teaching Staff Miguel de Castro Neto (Course Coordinator) Miguel de Castro Neto (PhD) is presently Associate Dean at the Instituto Superior de Estatística e Gestão de Informação of the Universidade Nova de Lisboa (ISEGI-NOVA) where he is Assistant Professor. His research interests include Business Intelligence, Knowledge management and Social Computing. At present, he is coordinating courses in Information Systems, Business Intelligence, Knowledge Management, and Internet and Web Technologies, at graduate and postgraduate level; he also organizes Information Systems Seminars.

Pedro Ruivo Pedro Ruivo is a Phd student in Information Management, developing both professional and academic paths on business software from more than ten years. He has been working at Microsoft since 2002 with Dynamics products and at this moment has the responsibility of solving both technical and functional issues escalated by Microsoft subsidiaries in tie cooperation with development teams.

André Mestre André Mestre is a Microsoft Certified Business Management Solutions Specialist with 5 years of Microsoft Business Solutions experience, took part of many end-to-end implementations in different industries. Microsoft employee since 2008, is currently supporting partners all around EMEA in their projects and implementations and has also being part of product presentations and demos to EMEA partners. Before joining Microsoft, worked in consultancy for CRM and Business Intelligence.


For further information, please contact: Marketing Manager Ana Paiva E-mail: ana.paiva@isegi.unl.pt

ADISEGI Ana Sousa E-mail: asousa@isegi.unl.pt

2ª Edição: 2013-2014

Universidade Nova de Lisboa

Instituto Superior de Estatística e Gestão de Informação Campus de Campolide, 1070-312 Lisboa Tel. 213 828 610 Fax. 213 828 611 www.isegi.unl.pt


Summer Course: ERP & CRM Systems