Database Reference
In-Depth Information
1690
1890
1900
1920
1930
1950
1960
1970
1970
1980
1980
1980
1980
1980
1980
1990
1990
1990
1990
1990
Division of Labor
Adam Smith
Frederick Taylor
Henry Ford
F. Gilbreth and Frederick Taylor
Elton Mayo
J. M. Juran and W. E. Deming
William Orlicky
Oliver Wright
Wickham Skinner
Philip Crosby
Taiichi Ohno
Scientific Measurement
Mass Production
Industrial Engineering
Human Relations Movement
Japanese Quality Revolution
Material Requirement Planning
Manufacturing Resource Planning
Focused Factory
Total Quality Management
Just-in-Time
Computer Integrated Manufacturing
Optimized Production Technology
Eliyahu Goldratt
NASI
Richard Schonberger
Stan Davis and B. Joseph Pine II
Jones and Roos
Michael Hammer
ISO 9000
World Class Manufacturing
Mass Customization
Lean Manufacturing
Business Process Re-Engineering
Enterprise Resource Planning
Customer Relationship Management
Frederick Reichheld
Figure 2.1
timeline of performance improvement movements in the twentieth century.
2.1.8 CRM Advances on the Earlier Approaches
to Performance Improvement
CRM is the latest in the succession of approaches that have been adopted throughout the history
of enterprises for the improvement of enterprise-level performances. CRMs have realized the failed
dream of improvements that were expected from the MRP-II-based Manufacturing Resource
Planning systems of the 1970s. CRMs have enabled combining the
hard
approach of Quality
Function Deployment (QFD) with the much broad-scoped
soft
approaches to customer satisfac-
tion like support and services that were widely adopted during the 1980s in the last century. Figure
2.1
gives a list of major enterprise performance improvement movements during the last century.
CRMs like SAP CRM provide the basic platform for devising techniques and tools for better
implementations of the earlier approaches.
2.1.9 CRM Represents the New Department Store Model
of Implementing Computerized Systems
The coming of packaged solutions like CRM (like the ERP before them) has been the death
knell of the development model of IS systems. Along with it went the concept of requirements
capture, modeling languages, development of software programs, testing, and so on that have
