PART 1 SUPPORT ACTIVITIES
1 Electronic scheduling and Messaging systems (Administration and Management)
a Definition
ESMS is a solution for sending text messages or initiating automated bulk calls to a list of customer phone numbers, aimed at executing advertising, marketing, and customer care programs in a simple and efficient manner
b How it works
SMS Brand Name: This feature allows businesses to send messages to customers using their brand names such as BIDV, Vinhomes, YODY, and many other brands To use this feature, businesses need to register a Brand Name profile and await approval
With SMS Brand Name, you can:
+ Send advertising messages with your brand name
+ Send customer care messages such as birthday wishes, order confirmations, account activation codes, and much more
+ Create two-way messages so customers can reply
Manage customer lists: ESMS allows you to input individual customer data or quickly add them via Excel files You can also group customers to send messages more efficiently
Detailed reporting and statistics: After each message campaign, ESMS supports checking the number of recipients, click rates, and other metrics
SMS Voucher: This feature collects customer information by allowing them to text a specific keyword to receive promotions Businesses can create promotional campaigns and select the sender's number
Send OTT messages via Zalo, Viber: ESMS not only supports sending messages via short codes but also integrates the ability to send OTT messages through apps like Zalo and Viber for businesses
Trang 5c Advantages
+ Simple and easy to use: Simply register for the service, and eSMS staff will assist in creating an account so you can perform tasks directly on the website without the need for time-consuming installations
+ Personalization support: Using eSMS services, businesses can adjust the content of advertising or customer care activities to suit the specific needs and desires of each customer file This increases the personalized experience for customers, fostering stronger relationships with them
+ Most competitive pricing: eSMS service allows businesses to integrate existing software, thereby converting costs to regular fees (maintenance fees), helping businesses manage budgets better and making predictions easier Additionally, eSMS helps businesses save costs per message per subscriber (the cost of sending a message at eSMS will be lower than the price of a regular message)
+ 24/7 support, including holidays: Using technology software in marketing and customer care activities is not always easy Additionally, technical departments may encounter issues Therefore, ESMS provides customer care and technical support 24/7 to ensure the best customer experience
+ Providing programming APIs: APIs act as a gateway, allowing companies (as eSMS customers) to easily retrieve content from websites or applications when allowed If your business already has a website or application software, the API will serve as a bridge to integrate with the eSMS system Through this, you can send messages to customers quickly and easily
d Disadvantages
+ Dependency on internet connection: eSMS requires a stable internet connection to operate, so any issues with internet connectivity can affect the ability to send messages and manage the service
+ Usage fees: While relatively low compared to other communication channels, sending messages and utilizing advanced features on eSMS still incur fees, especially when using the SMS Brand Name and SMS Voucher features
Trang 6+ Brand Name approval requirement: To use the SMS Brand Name feature, businesses must register and await approval from the service provider, which can take time and cause inconvenience in advertising strategy deployment
+ Message limitations: Some service providers impose limits on the length of messages or the number of messages that can be sent within a certain period, which may restrict message sending or large-scale campaigns
2 Workforce planning systems (Human Resources) a Definition
Workforce planning involves using data to ensure that a company's workforce aligns with its business needs, goals, and strategic plans Workforce planning systems are essentially tech tools that help HR departments forecast their staffing needs Imagine it as a way to predict the future talent picture of your organization
b How it works
This process enables businesses to prepare for success and enables HR departments to make strategic decisions regarding talent requirements By evaluating business needs and strategic plans, workforce planning considers various solutions such as staffing and technology solutions The main stages are:
+ Data Collection and Analysis: WPS integrates with existing HR systems or uses its own data collection tools to gather information about your current workforce This includes employee demographics, skills, experience levels, salaries, and upcoming retirements or departures The system can also import data on future business plans, sales forecasts, and upcoming projects
+ Analyzing the workforce: Identify and analyze knowledge, skills, abilities and talent profiles, as well as attrition rates and other factors such as employees’ views on job security, satisfaction and intention to leave Assess other parameters, such as people
by geographical location or business division (some functions stretch across divisions), demographic differences within the workforce or contractual differences as to how work is resourced
Trang 7+ Forecasting and Scenario Planning: Determine future workforce needs: Identify future skills and capabilities, and predict the timeframes involved Scenario planning can show how different futures might affect people's requirements and help to formulate contingency and adaptive plans for achieving future goals
+ Identify gaps in workforce skills and knowledge: Future roles are likely to need greater technological and digital awareness Where recruitment, retention, or both, present a challenge, skills will need to be built via staff development or borrowed via outsourcing or the ‘gig economy’
+ Develop an action plan that has functional, numerical and adaptational flexibility: An agile workforce who can adapt to change will help create a change- ready organization which can proactively restructure as needed
c Advantages
Providing data to support HR decisions: Rather than making impulsive decisions, workforce planning relies on data and stats to make informed decisions Accordingly, HR leaders and company management can be confident in their decisions and have the data to support their decisions to various stakeholders
Improving retention rates: Effective workforce planning leads to improved retention rates by providing clear direction, transparent standards, and proper staffing levels Employees are nurtured, not overworked or underutilized, fostering talent development and growth opportunities Aligning with strategic goals unifies the workforce towards a common objective
Discovering staffing gaps or opportunities for increased efficiency: Workforce planning requires an evaluation process, through which staffing gaps and inefficiencies can be discovered and corrected
Trang 8d Disadvantages
+ Data quality issues: Workforce planning systems rely on accurate and up-to- date data to make informed decisions If the data entered into the system is inaccurate or outdated, it can lead to flawed decision-making
+ Over-reliance on technology: While workforce planning systems can provide valuable insights, they should not be used as a substitute for human judgment and decision-making Relying too heavily on technology can lead to missed opportunities or incorrect assumptions
+ High cost: Implementing and maintaining a workforce planning system can be expensive, especially for smaller companies with limited resources
3 Computer-aided design systems (Technology) a Definition
A Computer-Aided Design (CAD) system is a software application that helps engineers, architects, and designers create 2D technical drawings and 3D models
b How it works
+ Modeling: The initial step involves creating a 2D or 3D model of the product or its components Basic geometric shapes are manipulated and combined to form more complex models using CAD software tools
+ Editing and Refining: After the model is created, adjustments are made to its dimensions, shapes, and specific details to meet project requirements Editing tools allow users to modify, move, rotate, or scale model components as needed
+ Testing and Analysis: Once the model is refined, it undergoes testing and analysis to ensure accuracy and performance Various analyses may include stress testing, durability assessment, precision checks, and other factors depending on the project requirements
Trang 9+ Creating Technical Drawings: Finally, detailed technical drawings are produced to describe the design model comprehensively These drawings provide information on dimensions, shapes, positions, and other elements necessary for the manufacturing process CAD software often offers automated tools to generate technical drawings from 3D models, enhancing efficiency and accuracy
+ High initial cost: CAD software and hardware can be expensive
+ Steep learning curve: CAD systems require training and practice to use effectively
+ Loss of creativity: Over-reliance on CAD can stifle creativity and innovation + Data security risks: CAD files can contain sensitive information that needs to be protected
4 Computerized ordering systems (Procurement) a Definition
A computerized ordering system (also known as a procurement system) is a software application designed to automate the purchasing process for businesses It
Trang 10+ Order processing: The system automatically sends purchase orders to suppliers and tracks the order fulfillment process
+ Payment: The system can automate payments for orders by integrating with payment systems
c Advantages
+ Efficiency & Accuracy: Automates tasks, reduces errors, saves time and effort + Visibility & Control: Provides real-time insights into inventory, orders, and spending
+ Cost Savings: Facilitates better supplier negotiation and optimizes inventory levels
+ Improved Service: Enables faster order processing and better customer support d Disadvantages
+ Cost & Training: Requires an initial investment and employee training + Compatibility: May not integrate seamlessly with existing systems + Security Risks: Vulnerable to technical errors and cyberattacks + Vendor Lock-In: Dependence on the chosen system and vendor
Trang 1111
PART 2 PRIMARY ACTIVITIES
5 Computerized ordering systems (Sales and Marketing) a Definition
Computerized ordering systems in sales and marketing, also known as Order Management Systems (OMS), are software applications that streamline the process from the moment a customer places an order to when it gets delivered
+ Sales: These systems automate tasks like capturing orders, checking inventory levels, generating quotes and invoices, and tracking order fulfillment This frees up salespeople to focus on closing deals and building customer relationships
+ Marketing: OMS data provides valuable insights into customer behavior, buying patterns, and popular products This information can be used for targeted marketing campaigns, upselling and cross-selling opportunities, and optimizing product offerings
Trang 1313
+ Warehouse Management Software: orchestrates inbound logistics activities, managing tasks like inventory tracking, scheduling deliveries, and optimizing storage It provides a user-friendly interface for overseeing and coordinating inbound operations + Robotics Technology: Robots automate tasks such as unloading trucks, sorting incoming goods, and moving items to designated storage areas They execute predefined tasks based on instructions from the WMS and input from sensors
+ Sensors and Tracking Technology: capture real-time data on incoming shipments, including their location and condition This data is fed into the WMS to ensure accurate inventory management and efficient handling of goods
+ Automated Receiving and Storing: Upon arrival, goods are automatically identified and recorded by the WMS Robots may then unload, sort, and transport items to appropriate storage locations based on predefined criteria
+ Storage Optimization: Utilizing data from the WMS and sensors, the system optimizes storage space to accommodate incoming goods efficiently This optimization minimizes congestion and enhances accessibility during the inbound process
c Advantages
+ Lower error rate: Automation reduces the need for human intervention, which considerably lowers the error rate An automated system for storing and retrieving, for instance, guarantees accurate selection, lowering the frequency of incorrect orders and returns
+ Employee efficacy: Automation relieves employees from repetitive, mundane tasks, allowing them to focus on more complex tasks Robots move merchandise through Amazon's warehouses while workers concentrate on quality assurance, increasing overall productivity
+ Increased Productivity: Automated procedures guarantee that work is done more quickly and precisely, which boosts output Robots perform 70% of the work in Alibaba's automated warehouse in China, resulting in previously unheard-of levels of efficiency