a.  (i).  Enterprise resource planning (ERP) is software solution that integrates and manages core business processes across various departments such as finance, human resources, supply chain, management manufacturing, procurement etc

OR

ERP is an integrated software package comprising set of functional modules (production, human resource, sales, and finance etc) integrate all sectional functions across organisations into a single system fulfilling the needs of all sections (departments).

OR

ERP is a comprehensive information system that supports the information needs of all the business functions in real time, including human resources, finance, sales, marketing, Customer Information etc.

(ii).  Supply chain management (SCM) is the process of planning, implementing and controlling the flow of goods, information and finances from the source to the consumer.

OR

SCM is the management of flow of goods, data and finances related to a product or service from procurement of raw materials to the delivery of the product to- its final destination.

OR

SCM is the alignment of firms including manufacturers, suppliers, transporters, warehouses, wholesalers, retailers and other intermediaries and customers that bring products or services to the market.

(iii).  Customer relationship management (CRM) is the process of using Information Technology to organise, automate and synchronise business processes, principally sales activities and others such as marketing, customer service and technical support.

OR

It is a combination of practices, strategies and technologies that organisations use to manage and analyse customer interactions and data throughout the customer lifecycle.

b.  Benefits of supply chain management system

i. Develops better customer relationship and service.

ii. Creates better delivery mechanisms for products and services in demand with minimum delay.

iii. Improves productivity and business functions.

iv. Minimises direct and indirect costs.

v. Minimises warehouse and transportation costs.

vi. Assists in achieving shipping of right product to the right place at the right time.

vii. Enhances inventory management supporting the successful execution

of just-in-time stock models.

viii. Assists companies in adapting to the challenges of globalisation economic upheaval and expanding customer expectations.

ix. Assists companies in minimising waste, driving down costs and achieving efficiencies throughout the supply chain process.

x. SCM fosters stronger relationships between suppliers, manufacturers, distributors and retailers leading to better coordination, information sharing and problem solving.

xi. Using SCM, organisations can effectively manage their supply chain to have competitive advantage over their rivals.

xii. Optimizing and maintaining inventory levels to meet customer demand

xiii. Better risk management in terms of identifying and mitigating potential risks in the supply chain.

c.  Advantages of enterprise resource planning (ERP)

i. ERP allows the continuous flows of information across the entire organisation for improved operational performance, better performance and addresses problems of fragmentation of information.

ii. It links together all the different departments of the organisation like manufacturing, finance, order management, human resources, suppliers and customers.

iii. If implemented successfully, the system is the backbone of business intelligence of the organisation and provides an integrated view of all business processes.

iv. ERP system increases pace of organisational change and effectiveness.

v. There is maintenance of centralised database and information flow between different departments leading to removal of human errors, data duplication and automation of routine tasks.

vi. It brings integration to all departments and functionality inside an organisation with the help of integrated computer system covering all the needs of the organisation.

vii. There is improved customer service.

viii. ERP solutions are built to make for excellent collaborations across different departments.

ix. There is improved transparency and insights.

x. Increased flexibility and scalability.

xi. ERP solution standardizes business processes.

d.  Major objectives of customer relationship management system

i. Streamlines sales and marketing processes.

ii. Higher Sales productivity.

iii. Added Cross – selling and up- selling opportunities.

iv. Improved service, loyalty and customer retention.

v. Increased call centre efficiency

vi. Better profiting and targeting

vii. Increase worker share

viii. Reduced cost of market share

ix. Higher overall profitability

x. Enticing former customers back into the company‟s fold.

xi. Nurturing and retaining old customers that the company already has.

xii. Funding, attracting and winning new customers to the company.

xiii. Provides customer support to resolve issues quickly and maintain

customer satisfaction.

xiv. Consolidate all customer data in one place for easier access and better decision-making.

xv. Simplifying operations by automating routine tasks to improve overall business efficiency.

xvi. Automates tasks like data entry, follow-ups and reporting to save time and reduce errors.

xvii. Generates detailed reports to track performance and customer trends.

xviii. Keep customer information accurate and up to date to support analysis and decision-making.