Question

During the Cisco System, Inc. Implementing the ERP, discuss the tradeoffs between doing extensive planning /analysis up-front and relying on “speed and action over analysis.” Cisco chose the latter approach. How did they allow for the “unexpected” in their implementation strategy?

Answer 1

Trade –Offs:

• Common issues faced by customer will be identified & proactive measures can be taken to resolve them (Training, FAQs, Manuals)
• Positive ROI on project implementation
• Adequate benefit to other functions in the firm
• Enhancement of productivity
• Reduction in overall costs incurred in existing system

How did they allow: Due to below reasons, they allowed-

• Improved customer experience as well as the bottom line.
• To enhance productivity by centralizing incoming calls efficiently via globally managed state of the art contact centres, thereby reducing overall costs incurred by an existing system
• Already successfully field tested by the advocacy group in Europe
• Extension of benefits to other functions