Industrial Kitchen Manufacturer Service Management

Year 2025, Early View, 1 - 1

Mecit Yüzkat , Çiğdem Bakır

https://doi.org/10.35378/gujs.1442588

Abstract

As in all production sectors, it is important to meet customer demands in a timely and accurate manner in the kitchen industry. This study is one of the rare studies that encourage the use of ERP system-based kitchen products, especially SAP, according to customer demands. In our study, a system that re-evaluates the customer communication approach for a company engaged in industrial production, covering the process from the sale of the product to the end user and the technical service process after the product sale, was discussed. Thanks to this system, the company will be able to deliver and sell the spare parts it owns or produces to service managers. At the same time, they will be able to report all commercial transactions in the system, create financial records and store them digitally in their own records. Our system works integrated with Google maps in order to reach the customer in a timely and cost-effective manner during spare parts supply processes. The system we will design; It includes call center application, spare parts order application, malfunction work order application, invoice cockpit application, stock inquiry application. The system generally consists of two parts: Front End and Back End. In our study, accuracy criteria were used to evaluate the performance of the system. Thanks to this system, product delivery times are shortened and customer satisfaction increases. Making some changes to the system we recommend will help many organizations in other sectors to improve their ERP systems and effectively prevent the problems encountered.

Keywords

Customer satisfaction, Google maps, Kitchen production, SAP, Spare part

References

• [1] Dari, W., Purniawanti, S., Sari, R., “Sistem Informasi Akuntansi: Implementasi Enterprise Resource Planning pada Perusahaan”, ISBN: 9786233514545, Nas Media Pustaka, (2022).
• [2] Soellner, S.,”Digital Elements for SAP ERP Education and Training: Results from a Systematic Literature Review”, International Journal of Engineering Pedagogy (iJEP), 11(4): 15–129, (2021).
• [3] Leena, R., “Everything you need to know about salesforce’s service cloud 2,” TechCrunch, (2013). Access Date: 5 May 2020. http://techcrunch. com/2009/09/08/everything-you-need-to-know-about-salesforces-service-cloud-2.
• [4] Adair, B., “Salesforce vs sap: Which crm software is the winner?” SelectHub, 2019. Access Date: 10 May 2020. https://www.selecthub.com/customer-relationship-management/salesforce-vssap/#:~:text=Every%20CRM%20is%20different%2C%20and,winner%2C%20according%20to%20our%20analysis.
• [5] Lubis, P. D. K., Iskandar, M., and Nedelea, A. M., “Management Process Administration in Enterprise Resources Planning (ERP) Systems Applications and Products”, In Data Processing (Sap) In Ptpn III Sei Dadap. Ecoforum Journal, 10(3), (2021).
• [6] Arredondo-Soto, K. C., Hernández-Escobedo, G., Realyvásquez-Vargas, A., & Miranda-Ackerman, M. A., “Information Systems for Enterprise Resource PlanningIn: Algorithms and Computational Techniques Applied to Industry, edited by J. L. García Alcaraz and A. Realyvásquez Vargas, 3-28, Springer International Publishing, (2022).
• [7] Rolia, J., Casale, G., Krishnamurthy, D., Dawson, S., and Kraft, S., “Predictive modelling of SAP ERP applications: challenges and solutions”, In Proceedings of the Fourth International ICST Conference on Performance Evaluation Methodologies and Tools, 1-9, (2009).
• [8] Angolia, M. G., and Pagliari, L. R., “Experiential learning for logistics and supply chain management using an SAP ERP software simulation”, Decision Sciences Journal of Innovative Education, 16(2): 104-125, (2018).
• [9] Jones, P., Burger, J. “Configuring SAP ERP Financials and Controlling”, John Wiley & Sons, (2009).
• [10] Li, J., Li, Y. Q., and Peng, Z. Z., “Development and Application of E-commerce System Based on Column Storage and SAP TREX Technology”, Journal of Computers, 33(2): 149-155, (2022).
• [11] Bartolome, L. O., “ERP SYSTEM: A Configuration Plan of Three SAP Modules for A University”, IRE Journals, Volume 5 Issue 12, SAP Modules for A University, (2022).
• [12] Faccia, A., and Petratos, P, “Blockchain, enterprise resource planning (ERP) and accounting information systems (AIS): Research on e-procurement and system integration.”, Applied Sciences, 11(15): 67-92, (2021).
• [13] Nugraha, C. S., Witarsyah, D., Saputra, M., Saputri, M. E., Rianto, D., and Bazen, J, “Correlation and Evaluation Analysis Using the Information System Success Model In Implementation of Enterprise Resource Planning (ERP) Supply Chain Management For Oil and Gas Industry”, In 2020 International Conference on Advancement in Data Science, E-learning and Information Systems (ICADEIS), 1-4, (2020).
• [14] Bakar, E. A., Muda, I., and Nedelea, A., “The Influence of Using Sap Crm on Increasing Customer Satisfaction Index At Pt. Bank X In Medan, Indonesia”, The USV Annals of Economics and Public Administration, 2 (34): 78-83, (2021).
• [15] Asif, A., AlFrraj, D., and Alshamari, M. A., “A Comprehensive Approach of Exploring Usability Problems in Enterprise Resource Planning Systems”, Applied Sciences, 12(5), (2022).
• [16] Polancos, R. V., “A usability study of an Enterprise resource planning system: a case study on SAP business one”, In Congress of the International Ergonomics Association, Springer, Cham, 1203- 1223, (2018).
• [17] Scholtz, B., and Kapeso, M., “An m-learning framework for ERP systems in higher education”, Interactive Technology and Smart Education, (2014).
• [18] Stojković, M., Rajković, T., and Lečić-Cvetković, D., “SAP APO Application in the Production Process from Automotive Industry”, In Proceedings, 1029-1035, (2018).
• [19] Lin, P. C., Shu, M. H., Hsu, B. M., Hu, C. M., and Huang, J. C., “Supply Chain Management System for Automobile Manufacturing Enterprises Based on SAP”, Wireless Communications and Mobile Computing, (2022).
• [20] Hufgard, A., and Schulz, J., “Usage Analysis in SAP ERP-Sytems for Measurement of Business Maturit-Exemplified in Purchasing”, Iadis International Journal on Computer Science & Information Systems, 11(1), (2016).
• [21] Hancerliogullari, G., and Damar, S., “An empirical evaluation of a modified technology acceptance model for SAP ERP system”, Engineering Management Journal, 1-16, (2021).
• [22] Beskese, A., Corum, A., and Anolay, M., “A Model Proposal for ERP Sytem Selection in Automative Industry, International Journal of Industrial Engineering, 26(3), (2019).
• [23] Lorenc, A., and Szkoda, M., “Customer logistic service in the automotive industry with the use of the SAP ERP system”, In 2015 4th International conference on advanced logistics and transport (ICALT), 18-23, (2015).
• [24] Buxmann, P., Ahsen, A. V., and Wolf, K., “Usage and evaluation of Supply Chain Management Software–results of an empirical study in the European automotive industry”, Information Systems Journal, 14(3): 295-309, (2004).
• [25] Weli, W., “Student satisfaction and continuance model of Enterprise Resource Planning (ERP) system usage”, International Journal of Emerging Technologies in Learning (Online), 14(1): 71-71, (2019).
• [26] Sliusar, V. V., Nikolaev, O. V., Dorogov, V. G., Gagarina, L. G., and Andrianov, A. M., “Usage of triggers for business process controlling in ERP systems”, In 2018 IEEE Conference of Russian Young Researchers in Electrical and Electronic Engineering (EIConRus), 1567-1570, (2018).
• [27] Nasiri, G., Moradi, M., and Khodayari, N., “Supply Chain Integration and Coordination Applying Sap-Erp: A Case Study in the FMCG Industry”, Available at SSRN 4217056, (2018).
• [28] Sampson, S. E., and Chase, R. B., “Customer contact in a digital world”, Journal of Service Management, (2020).
• [29] Elbahri, F. M., Al-Sanjary, O. I., Ali, M. A., Naif, Z. A., Ibrahim, O. A., and Mohammed, M. N., “Difference comparison of SAP, Oracle, and Microsoft solutions based on cloud ERP systems: A review”, In 2019 IEEE 15th International Colloquium on Signal Processing & Its Applications (CSPA), 65-70, (2019).
• [30] Ragowsky, T. M. S., “Enterprise resource planning”, Journal of Management Information Systems, 19(1): 11-15, (2002).
• [31] Almigheerbi, T. S., Ramsey, D., and Lamek, A., “A collaboratively-developed enterprise resource planning (CD-ERP) Approach in Libyan higher education”, International Journal of Information and Education Technology, 10(4): 284-298, (2020).
• [32] Ehie, I. C., and Madsen, M., “Identifying critical issues in enterprise resource planning (ERP) implementation”, Computers in Industry, 56(6): 545-557, (2005).
• [33] Katuu, S., “Enterprise resource planning: past, present, and future”, New Review of Information Networking, 25(1): 37-46, (2020).
• [34] Beselga, D., and Alturas, B., “Using the technology acceptance model (TAM) in SAP Fiori”, In World Conference on Information Systems and Technologies, 575-584, (2019).
• [35] Kale, V., “Implementing SAP® CRM: The guide for business and technology managers”, CRC Press, (2014).
• [36] Füchsle, M., and Zierke, M. E., “SAP CRM Web Client: Customizing and Development”, Galileo Press, (2010).
• [37] Leena, R., “Everything you need to know about salesforce’s service cloud 2”, TechCrunch, (2013).
• [38] Kale, V., “Implementing SAP® CRM: The guide for business and technology managers”, CRC Press, (2014).
• [39] Columbus, L., “Salesforce now has over 19% of the crm market”, Forbes, (2019).
• [40] Foley, M. J., “Microsoft takes wraps off its ’madeira’ smb business-management service”, Magnetic Resonance Imaging, (2016).
• [41] Sheridan, K., “Dynamics 365 unveiled, skype meetings launched: Microsoft roundup”, Information Week, (2016).
• [42] Bridgwater, A., “Microsoft dynamics 365, an erp crm cloud workflow combo”, Forbes, (2016).
• [43] Flynn, L. J., “Oracle to acquire siebel systems for $5.85 billion”, The New York Times, (2005).
• [44] Sweat, J., “Why siebel matters: Siebel’s surge”, Information Week, (1999).
• [45] Alorie, G., “Rivals vie for siebel’s customer spoils”, CNET, (2002).
• [46] Valaboju, Y., “A Study on SAP Fiori Apps and Fiori Design Principles”, International Journal of Innovative Research in Science, Engineering and Technology (IJIRSET), 9(6), (2020).
• [47] Szelągowski, M., Berniak-Woźny, J., and Lupeikiene, A., “The Future Development of ERP: Towards Process ERP Systems?”, In International Conference on Business Process Management, 326-341, (2022).
• [48] Kumar, D., “SAP Fiori Design Overview”, North American Journal of Engineering Research, 4(4): 1-7, (2023).
• [49] Serumena, D. R., Santoso, A. J., and Kristyanto, B., “SAP ERP analysis as the key of the company’s procurement process in the use of social media”, International Journal of Supply Chain Management, 8(2): 460-467, (2019).
• [50] Esgin, E., “Weighted k-Nearest Neighbor Adaptations to Spare Part Prediction”, Business Scenario at SAP System, (2020).
• [51] Medvedev, S. N., Aksyonov, K. A., and Kruglov, V. N., “Comparative analysis of order allocation methods and intelligent systems for effective download of production capacities of manufacturing enterprise”, In Journal of Physics: Conference Series IOP Publishing, 1210(1), (2019).