ISEGI NOVA
Instituto Superior de Estatística e Gestão de Informação
Universidade Nova de Lisboa
egi.unl.pt
www.is
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 Enterprise Resource Planning Systems
2.2.1 What are Enterprise Resource Planning (ERP) Systems
2.2.2 ERP Lab - Microsoft Dynamics NAV
2.3 Customer Relationship Management Systems
2.3.1 What is Customer Relationship Management (CRM)
2.3.2 Operational and Analytical CRM
2.3.3 CRM Lab - Microsoft Dynamics CRM
2.4 Enterprise Applications: new opportunities and challenges
2.4.1 Business Intelligence
Timetable
4 to 8 and 11 to 15 July 2011 Class hours: 9:00 - 13:00 Grants 4 ECTS
Week 1
Day 1 2 3 4 5
Subject Introduction / How Businesses Use Information Systems Enterprise Applications ERP Lab (Microsoft Dynamics NAV)
Faculty Miguel Castro Neto Miguel Castro Neto Pedro Ruivo
Week 2
Day 1 2 3 4 5
Enterprise Applications:
Subject Customer Relationship Management Systems CRM Lab (Microsoft Dynamics CRM)
new opportunities and challenges
Faculty Miguel Castro Neto André Mestre Miguel Castro Neto
Labs Details
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.
ERP & CRM Systems || Summer Course || ISEGI - NOVA
• 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 deci-
sion 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, includ-
ing 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.
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.
• Marketing
This module will focus on the main marketing goals of a CRM system, such as correct segmentation of customers and cam-
paign driving and analysis. Students will also learn about how to drive successful customer interactions, by targeting commu-
nications 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.
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-UNL) 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 Manage-
ment, 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
Dr. Luís Vaz dos Santos
E-mail: lvaz@isegi.unl.pt
Secretary-General
Dra. Gisela Garcia
E-mail: gisela@isegi.unl.pt
Assistent
Dra. Olívia Fernandes
E-mail: ofernandes@isegi.unl.pt
Universidade Nova de Lisboa
Instituto Superior de Estatística e Gestão de Informação
Campus de Campolide, 1070-312 Lisboa
Te l . 2 1 3 8 7 0 4 1 3
Fax. 213 872 140
www.isegi.unl.pt