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Commit d285ed5a authored by Boxiang Sun's avatar Boxiang Sun
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erp5_osoe_theory_data: Add screenshots image and svg files

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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/P-OSOE-ERP.Configuration.Introduction.Organisation.003.en.svg
View file @ d285ed5a
......@@ -626,21 +626,21 @@
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......
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/graphics_p_osoe_career_assigment_img4_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/osoe_careers_and_assignments_managing_people_duties_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/osoe_careers_and_assignments_tracking_peoples_career_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/osoe_careers_and_assignments_tracking_peoples_career_new.xml 0 → 100644
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_erp_configuration_introduction_tutorial1_renderjs_ui.xml 0 → 100644
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_erp_configuration_introduction_tutorial2_renderjs_ui.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_erp_configuration_introduction_tutorial3_renderjs_ui.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_event_complex_conversation_screenshot_new.xml 0 → 100644
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_event_simple_conversation_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_conditions_payment_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_conditions_payment_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_conditions_payment_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_taxe_or_discount_new.svg 0 → 100644
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_taxe_or_discount_new.xml 0 → 100644
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_taxes_or_discount_screenshot1_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_order_taxes_or_discount_screenshot2_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_pre_trade_sale_opportunities_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_sale_order_list_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_ticket_campaign_3_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_ticket_meeting_3_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_ticket_sale_opportunity_3_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_ticket_support_request_3_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/p_osoe_ticket_worklist_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_event_keep_track_interaction_follow_up_renderjs_ui.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_event_worklist_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_keep_tracks_of_interactions_event_origin_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_keep_tracks_of_interactions_follow_up_tickets_renderjs_ui.svg 0 → 100644
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_keep_tracks_of_interactions_follow_up_tickets_renderjs_ui.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_worklist_incoming_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_worklist_incoming_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_worklist_outgoing_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_events_worklist_outgoing_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_order_and_packing_list_worklist_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_order_sale_order_list_with_worklist_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_order_sale_order_list_with_worklist_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_packing_lists_module_list_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_packing_lists_sale_packing_lists_module_list_with_worklist_new.svg 0 → 100644
View file @ d285ed5a
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\ No newline at end of file
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_packing_lists_sale_packing_lists_module_list_with_worklist_new.xml 0 → 100644
View file @ d285ed5a
<?xml version="1.0"?>
<ZopeData>
<record id="1" aka="AAAAAAAAAAE=">
<pickle>
<global name="Image" module="erp5.portal_type"/>
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<key> <string>_Add_portal_content_Permission</string> </key>
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<tuple>
<string>Assignee</string>
<string>Assignor</string>
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<item>
<key> <string>_Change_local_roles_Permission</string> </key>
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<tuple>
<string>Assignor</string>
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<key> <string>_Modify_portal_content_Permission</string> </key>
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<tuple>
<string>Assignee</string>
<string>Assignor</string>
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<key> <string>_View_Permission</string> </key>
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<persistent> <string encoding="base64">AAAAAAAAAAM=</string> </persistent>
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<key> <string>_tree</string> </key>
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<persistent> <string encoding="base64">AAAAAAAAAAQ=</string> </persistent>
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<key> <string>categories</string> </key>
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<string>publication_section/documentation/user</string>
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<key> <string>default_source_reference</string> </key>
<value> <string>P-OSOE-Sale.Order.Workflow.svg</string> </value>
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<key> <string>description</string> </key>
<value>
<none/>
</value>
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<key> <string>filename</string> </key>
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<key> <string>short_title</string> </key>
<value> <string>Packing List module list and worklist</string> </value>
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<key> <string>subject</string> </key>
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<tuple>
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<string>packing</string>
<string>list</string>
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<key> <string>title</string> </key>
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<pickle>
<global name="Length" module="BTrees.Length"/>
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<pickle> <int>0</int> </pickle>
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<record id="3" aka="AAAAAAAAAAM=">
<pickle>
<global name="OOBTree" module="BTrees.OOBTree"/>
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<pickle>
<none/>
</pickle>
</record>
<record id="4" aka="AAAAAAAAAAQ=">
<pickle>
<global name="OOBTree" module="BTrees.OOBTree"/>
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<pickle>
<none/>
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<pickle>
<global name="PersistentMapping" module="Persistence.mapping"/>
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<key> <string>data</string> </key>
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<key> <string>document_publication_workflow</string> </key>
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<pickle>
<global name="WorkflowHistoryList" module="Products.ERP5Type.Workflow"/>
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<pickle>
<dictionary>
<item>
<key> <string>_log</string> </key>
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<list>
<dictionary>
<item>
<key> <string>action</string> </key>
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<key> <string>actor</string> </key>
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<key> <string>comment</string> </key>
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<key> <string>error_message</string> </key>
<value> <string></string> </value>
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<key> <string>time</string> </key>
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<key> <string>validation_state</string> </key>
<value> <string>published_alive</string> </value>
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<pickle>
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<key> <string>_log</string> </key>
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<list>
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<key> <string>action</string> </key>
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<key> <string>actor</string> </key>
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_campaign_worklist_new.svg 0 → 100644
View file @ d285ed5a
<svg width="1375" height="963" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink">
<metadata id="metadata8">image/svg+xml</metadata>
<g>
<title>background</title>
<rect x="-1" y="-1" width="1377" height="965" id="canvas_background" fill="none"/>
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<g>
<title>Layer 1</title>
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<image y="0" x="0" id="image3083" xlink:href="http://www.erp5.com/P-OSOE-Ticket.Campaign.3.Screenshot.New?format=png" height="969" width="1391"/>
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</g>
</svg>
\ No newline at end of file
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_campaign_worklist_new.xml 0 → 100644
View file @ d285ed5a
<?xml version="1.0"?>
<ZopeData>
<record id="1" aka="AAAAAAAAAAE=">
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<pickle>
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<item>
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<value>
<tuple>
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<string>Assignor</string>
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<item>
<key> <string>_Change_local_roles_Permission</string> </key>
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<tuple>
<string>Assignor</string>
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<key> <string>_Modify_portal_content_Permission</string> </key>
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<key> <string>_View_Permission</string> </key>
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<persistent> <string encoding="base64">AAAAAAAAAAQ=</string> </persistent>
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<key> <string>categories</string> </key>
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<string>classification/collaborative/staff</string>
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<none/>
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<key> <string>subject</string> </key>
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_example_beta_beveloper_program_new.svg 0 → 100644
View file @ d285ed5a
<svg width="2765" height="1330" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink">
<metadata id="metadata3097">image/svg+xml</metadata>
<g>
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<g>
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</svg>
\ No newline at end of file
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_example_beta_beveloper_program_new.xml 0 → 100644
View file @ d285ed5a
<?xml version="1.0"?>
<ZopeData>
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<string>Auditor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Add_portal_content_Permission</string> </key>
<value>
<tuple>
<string>Assignee</string>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Change_local_roles_Permission</string> </key>
<value>
<tuple>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Modify_portal_content_Permission</string> </key>
<value>
<tuple>
<string>Assignee</string>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_View_Permission</string> </key>
<value>
<tuple>
<string>Anonymous</string>
<string>Assignee</string>
<string>Assignor</string>
<string>Associate</string>
<string>Auditor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_count</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAI=</string> </persistent>
</value>
</item>
<item>
<key> <string>_mt_index</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAM=</string> </persistent>
</value>
</item>
<item>
<key> <string>_tree</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAQ=</string> </persistent>
</value>
</item>
<item>
<key> <string>categories</string> </key>
<value>
<tuple>
<string>classification/collaborative/staff</string>
<string>group/nexedi</string>
<string>contributor/person_module/20111027-2BE16E4</string>
<string>contributor/person_module/2326</string>
</tuple>
</value>
</item>
<item>
<key> <string>content_md5</string> </key>
<value> <string>3536fc3603520f45a4d57d05f5cd6940</string> </value>
</item>
<item>
<key> <string>content_type</string> </key>
<value> <string>image/svg+xml</string> </value>
</item>
<item>
<key> <string>default_reference</string> </key>
<value> <string>user-Tickets.Example.Beta.Developer.Program.New</string> </value>
</item>
<item>
<key> <string>default_source_reference</string> </key>
<value> <string>ta.svg</string> </value>
</item>
<item>
<key> <string>description</string> </key>
<value> <string>Example of an Ticket the Beta Developer Program which shows the relation between an Event and a Ticket in ERP5 CRM system.</string> </value>
</item>
<item>
<key> <string>filename</string> </key>
<value> <string>user-Tickets.Example.Beta.Developer.Program.svg</string> </value>
</item>
<item>
<key> <string>height</string> </key>
<value> <int>-1</int> </value>
</item>
<item>
<key> <string>id</string> </key>
<value> <string>user_tickets_example_beta_beveloper_program_new</string> </value>
</item>
<item>
<key> <string>language</string> </key>
<value> <string>en</string> </value>
</item>
<item>
<key> <string>portal_type</string> </key>
<value> <string>Image</string> </value>
</item>
<item>
<key> <string>short_title</string> </key>
<value>
<none/>
</value>
</item>
<item>
<key> <string>subject</string> </key>
<value>
<tuple>
<string>ticket</string>
<string>example</string>
<string>beta</string>
<string>developer</string>
<string>program</string>
</tuple>
</value>
</item>
<item>
<key> <string>title</string> </key>
<value> <string>Tickets example: Beta Developer Program</string> </value>
</item>
<item>
<key> <string>version</string> </key>
<value> <string>007</string> </value>
</item>
<item>
<key> <string>width</string> </key>
<value> <int>-1</int> </value>
</item>
<item>
<key> <string>workflow_history</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAU=</string> </persistent>
</value>
</item>
</dictionary>
</pickle>
</record>
<record id="2" aka="AAAAAAAAAAI=">
<pickle>
<global name="Length" module="BTrees.Length"/>
</pickle>
<pickle> <int>0</int> </pickle>
</record>
<record id="3" aka="AAAAAAAAAAM=">
<pickle>
<global name="OOBTree" module="BTrees.OOBTree"/>
</pickle>
<pickle>
<none/>
</pickle>
</record>
<record id="4" aka="AAAAAAAAAAQ=">
<pickle>
<global name="OOBTree" module="BTrees.OOBTree"/>
</pickle>
<pickle>
<none/>
</pickle>
</record>
<record id="5" aka="AAAAAAAAAAU=">
<pickle>
<global name="PersistentMapping" module="Persistence.mapping"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>data</string> </key>
<value>
<dictionary>
<item>
<key> <string>document_publication_workflow</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAY=</string> </persistent>
</value>
</item>
<item>
<key> <string>edit_workflow</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAc=</string> </persistent>
</value>
</item>
</dictionary>
</value>
</item>
</dictionary>
</pickle>
</record>
<record id="6" aka="AAAAAAAAAAY=">
<pickle>
<global name="WorkflowHistoryList" module="Products.ERP5Type.Workflow"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>_log</string> </key>
<value>
<list>
<dictionary>
<item>
<key> <string>action</string> </key>
<value> <string>publish_alive</string> </value>
</item>
<item>
<key> <string>actor</string> </key>
<value> <string>zope</string> </value>
</item>
<item>
<key> <string>comment</string> </key>
<value> <string></string> </value>
</item>
<item>
<key> <string>error_message</string> </key>
<value> <string></string> </value>
</item>
<item>
<key> <string>time</string> </key>
<value>
<object>
<klass>
<global name="DateTime" module="DateTime.DateTime"/>
</klass>
<tuple>
<none/>
</tuple>
<state>
<tuple>
<float>1621517147.07</float>
<string>UTC</string>
</tuple>
</state>
</object>
</value>
</item>
<item>
<key> <string>validation_state</string> </key>
<value> <string>published_alive</string> </value>
</item>
</dictionary>
</list>
</value>
</item>
</dictionary>
</pickle>
</record>
<record id="7" aka="AAAAAAAAAAc=">
<pickle>
<global name="WorkflowHistoryList" module="Products.ERP5Type.Workflow"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>_log</string> </key>
<value>
<list>
<dictionary>
<item>
<key> <string>action</string> </key>
<value> <string>edit</string> </value>
</item>
<item>
<key> <string>actor</string> </key>
<value> <string>zope</string> </value>
</item>
<item>
<key> <string>comment</string> </key>
<value>
<none/>
</value>
</item>
<item>
<key> <string>error_message</string> </key>
<value> <string></string> </value>
</item>
<item>
<key> <string>serial</string> </key>
<value> <string>992.8445.7227.51677</string> </value>
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<item>
<key> <string>state</string> </key>
<value> <string>current</string> </value>
</item>
<item>
<key> <string>time</string> </key>
<value>
<object>
<klass>
<global name="DateTime" module="DateTime.DateTime"/>
</klass>
<tuple>
<none/>
</tuple>
<state>
<tuple>
<float>1621287535.88</float>
<string>UTC</string>
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</state>
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</item>
</dictionary>
</list>
</value>
</item>
</dictionary>
</pickle>
</record>
</ZopeData>
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_example_slapos_recruit_cloud_beta_developer_program_screenshot_new.xml 0 → 100644
View file @ d285ed5a
<?xml version="1.0"?>
<ZopeData>
<record id="1" aka="AAAAAAAAAAE=">
<pickle>
<global name="Image" module="erp5.portal_type"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>_Access_contents_information_Permission</string> </key>
<value>
<tuple>
<string>Anonymous</string>
<string>Assignee</string>
<string>Assignor</string>
<string>Associate</string>
<string>Auditor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Add_portal_content_Permission</string> </key>
<value>
<tuple>
<string>Assignee</string>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Change_local_roles_Permission</string> </key>
<value>
<tuple>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Modify_portal_content_Permission</string> </key>
<value>
<tuple>
<string>Assignee</string>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_View_Permission</string> </key>
<value>
<tuple>
<string>Anonymous</string>
<string>Assignee</string>
<string>Assignor</string>
<string>Associate</string>
<string>Auditor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_count</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAI=</string> </persistent>
</value>
</item>
<item>
<key> <string>_mt_index</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAM=</string> </persistent>
</value>
</item>
<item>
<key> <string>_tree</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAQ=</string> </persistent>
</value>
</item>
<item>
<key> <string>categories</string> </key>
<value>
<tuple>
<string>group/nexedi</string>
<string>contributor/person_module/20111027-2BE16E4</string>
<string>follow_up/product_module/156</string>
<string>classification/collaborative/staff</string>
</tuple>
</value>
</item>
<item>
<key> <string>content_md5</string> </key>
<value> <string>835b3518e7a785a8828b4eae909745f8</string> </value>
</item>
<item>
<key> <string>content_type</string> </key>
<value> <string>image/png</string> </value>
</item>
<item>
<key> <string>default_reference</string> </key>
<value> <string>user-Tickets.Example.SlapOS.Recruit.Cloud.Beta.Developer.Program.Screenshot.New</string> </value>
</item>
<item>
<key> <string>default_source_reference</string> </key>
<value> <string>ta.svg</string> </value>
</item>
<item>
<key> <string>description</string> </key>
<value>
<none/>
</value>
</item>
<item>
<key> <string>filename</string> </key>
<value> <string>05-02.png</string> </value>
</item>
<item>
<key> <string>height</string> </key>
<value> <int>496</int> </value>
</item>
<item>
<key> <string>id</string> </key>
<value> <string>user_tickets_example_slapos_recruit_cloud_beta_developer_program_screenshot_new</string> </value>
</item>
<item>
<key> <string>language</string> </key>
<value> <string>en</string> </value>
</item>
<item>
<key> <string>portal_type</string> </key>
<value> <string>Image</string> </value>
</item>
<item>
<key> <string>short_title</string> </key>
<value>
<none/>
</value>
</item>
<item>
<key> <string>subject</string> </key>
<value>
<tuple>
<string>event</string>
<string>example</string>
<string>SlapOS</string>
<string>resilient</string>
<string>cloud</string>
<string>beta</string>
<string>developer</string>
<string>program</string>
<string>screenshot</string>
</tuple>
</value>
</item>
<item>
<key> <string>title</string> </key>
<value> <string>Tickets example: Event of SlapOS Recruits Cloud Beta Developer Program screenshot</string> </value>
</item>
<item>
<key> <string>version</string> </key>
<value> <string>001</string> </value>
</item>
<item>
<key> <string>width</string> </key>
<value> <int>1398</int> </value>
</item>
<item>
<key> <string>workflow_history</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAU=</string> </persistent>
</value>
</item>
</dictionary>
</pickle>
</record>
<record id="2" aka="AAAAAAAAAAI=">
<pickle>
<global name="Length" module="BTrees.Length"/>
</pickle>
<pickle> <int>0</int> </pickle>
</record>
<record id="3" aka="AAAAAAAAAAM=">
<pickle>
<global name="OOBTree" module="BTrees.OOBTree"/>
</pickle>
<pickle>
<none/>
</pickle>
</record>
<record id="4" aka="AAAAAAAAAAQ=">
<pickle>
<global name="OOBTree" module="BTrees.OOBTree"/>
</pickle>
<pickle>
<none/>
</pickle>
</record>
<record id="5" aka="AAAAAAAAAAU=">
<pickle>
<global name="PersistentMapping" module="Persistence.mapping"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>data</string> </key>
<value>
<dictionary>
<item>
<key> <string>document_publication_workflow</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAY=</string> </persistent>
</value>
</item>
<item>
<key> <string>edit_workflow</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAc=</string> </persistent>
</value>
</item>
</dictionary>
</value>
</item>
</dictionary>
</pickle>
</record>
<record id="6" aka="AAAAAAAAAAY=">
<pickle>
<global name="WorkflowHistoryList" module="Products.ERP5Type.Workflow"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>_log</string> </key>
<value>
<list>
<dictionary>
<item>
<key> <string>action</string> </key>
<value> <string>publish_alive</string> </value>
</item>
<item>
<key> <string>actor</string> </key>
<value> <string>zope</string> </value>
</item>
<item>
<key> <string>comment</string> </key>
<value> <string></string> </value>
</item>
<item>
<key> <string>error_message</string> </key>
<value> <string></string> </value>
</item>
<item>
<key> <string>time</string> </key>
<value>
<object>
<klass>
<global name="DateTime" module="DateTime.DateTime"/>
</klass>
<tuple>
<none/>
</tuple>
<state>
<tuple>
<float>1621286017.62</float>
<string>UTC</string>
</tuple>
</state>
</object>
</value>
</item>
<item>
<key> <string>validation_state</string> </key>
<value> <string>published_alive</string> </value>
</item>
</dictionary>
</list>
</value>
</item>
</dictionary>
</pickle>
</record>
<record id="7" aka="AAAAAAAAAAc=">
<pickle>
<global name="WorkflowHistoryList" module="Products.ERP5Type.Workflow"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>_log</string> </key>
<value>
<list>
<dictionary>
<item>
<key> <string>action</string> </key>
<value> <string>edit</string> </value>
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<item>
<key> <string>actor</string> </key>
<value> <string>zope</string> </value>
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<item>
<key> <string>comment</string> </key>
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</value>
</item>
<item>
<key> <string>error_message</string> </key>
<value> <string></string> </value>
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<item>
<key> <string>serial</string> </key>
<value> <string>992.8441.41107.24081</string> </value>
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<key> <string>state</string> </key>
<value> <string>current</string> </value>
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<item>
<key> <string>time</string> </key>
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<object>
<klass>
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_meeting_worklist_new.svg 0 → 100644
View file @ d285ed5a
<svg width="1375" height="963" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink">
<metadata id="metadata8">image/svg+xml</metadata>
<g>
<title>background</title>
<rect x="-1" y="-1" width="1377" height="965" id="canvas_background" fill="none"/>
</g>
<g>
<title>Layer 1</title>
<image y="-1" x="0" id="image3149" xlink:href="http://www.erp5.com/P-OSOE-Ticket.Worklist.Screenshot.New?format=png" height="969" width="1391"/>
<image y="150" x="0" id="image3087" xlink:href="http://www.erp5.com/P-OSOE-Ticket.Meeting.3.Screenshot.New?format=png" height="969" width="1391"/>
<rect fill="none" stroke="#ff0c00" stroke-width="5" stroke-linejoin="round" stroke-miterlimit="4" y="283.63443" x="242.31946" height="40.64874" width="260.6521" id="rect3045"/>
</g>
</svg>
\ No newline at end of file
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_meeting_worklist_new.xml 0 → 100644
View file @ d285ed5a
<?xml version="1.0"?>
<ZopeData>
<record id="1" aka="AAAAAAAAAAE=">
<pickle>
<global name="Image" module="erp5.portal_type"/>
</pickle>
<pickle>
<dictionary>
<item>
<key> <string>_Access_contents_information_Permission</string> </key>
<value>
<tuple>
<string>Anonymous</string>
<string>Assignee</string>
<string>Assignor</string>
<string>Associate</string>
<string>Auditor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Add_portal_content_Permission</string> </key>
<value>
<tuple>
<string>Assignee</string>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Change_local_roles_Permission</string> </key>
<value>
<tuple>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_Modify_portal_content_Permission</string> </key>
<value>
<tuple>
<string>Assignee</string>
<string>Assignor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_View_Permission</string> </key>
<value>
<tuple>
<string>Anonymous</string>
<string>Assignee</string>
<string>Assignor</string>
<string>Associate</string>
<string>Auditor</string>
<string>Manager</string>
</tuple>
</value>
</item>
<item>
<key> <string>_count</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAI=</string> </persistent>
</value>
</item>
<item>
<key> <string>_mt_index</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAM=</string> </persistent>
</value>
</item>
<item>
<key> <string>_tree</string> </key>
<value>
<persistent> <string encoding="base64">AAAAAAAAAAQ=</string> </persistent>
</value>
</item>
<item>
<key> <string>categories</string> </key>
<value>
<tuple>
<string>classification/collaborative/staff</string>
<string>group/nexedi</string>
<string>contributor/person_module/20111027-2BE16E4</string>
<string>contributor/person_module/2326</string>
</tuple>
</value>
</item>
<item>
<key> <string>content_md5</string> </key>
<value> <string>8af00573cbecc8f36942d0bb577e556e</string> </value>
</item>
<item>
<key> <string>content_type</string> </key>
<value> <string>image/svg+xml</string> </value>
</item>
<item>
<key> <string>default_reference</string> </key>
<value> <string>user-Tickets.Meeting.Worklist.New</string> </value>
</item>
<item>
<key> <string>default_source_reference</string> </key>
<value> <string>tz.svg</string> </value>
</item>
<item>
<key> <string>description</string> </key>
<value> <string>The worklist of a Meeting showing the three main steps are : Draft, Submitte and Open.</string> </value>
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<item>
<key> <string>filename</string> </key>
<value> <string>user-Tickets.Meeting.Worklist.svg</string> </value>
</item>
<item>
<key> <string>height</string> </key>
<value> <int>-1</int> </value>
</item>
<item>
<key> <string>id</string> </key>
<value> <string>user_tickets_meeting_worklist_new</string> </value>
</item>
<item>
<key> <string>language</string> </key>
<value> <string>en</string> </value>
</item>
<item>
<key> <string>portal_type</string> </key>
<value> <string>Image</string> </value>
</item>
<item>
<key> <string>short_title</string> </key>
<value>
<none/>
</value>
</item>
<item>
<key> <string>subject</string> </key>
<value>
<tuple>
<string>ticket</string>
<string>meeting</string>
<string>worklist</string>
</tuple>
</value>
</item>
<item>
<key> <string>title</string> </key>
<value> <string>Meeting worklist</string> </value>
</item>
<item>
<key> <string>version</string> </key>
<value> <string>004</string> </value>
</item>
<item>
<key> <string>width</string> </key>
<value> <int>-1</int> </value>
</item>
<item>
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_sale_opportunity_example_vifib_offer_pc_internet_new.xml 0 → 100644
View file @ d285ed5a
<?xml version="1.0"?>
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_sale_opportunity_worklist_new.svg 0 → 100644
View file @ d285ed5a
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\ No newline at end of file
bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_sale_opportunity_worklist_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_support_request_worklist_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_support_request_worklist_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_what_is_a_ticket_made_of_beta_developer_program_view_screenshot_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_what_is_a_ticket_made_of_new.svg 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/image_module/user_tickets_what_is_a_ticket_made_of_new.xml 0 → 100644
View file @ d285ed5a
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bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-Career.Assigment.007.en.html
View file @ d285ed5a
<section class="master">
<h1>Session 1: Careers and Assignments</h1>
<img alt="Workflow of people's career" type="image/png" title="Career and assignments workflow" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Front.Page.Career.Workflow?format=png">
<footer>
by <a href="/contact">OSOE Project</a>.
</footer>
<details open="open">
<p>
This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p><p>
<b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section><section class="">
<h1>Agenda</h1>
<ul>
<li>Person and organisations</li>
<li>Career and universal career workflow</li>
<li>Assignment and universal assignment workflow</li>
<li>HR: beyond careers and assignments</li>
</ul>
<details open="open">
<p>The goal of this tutorial is to teach you what Careers and Assignments are, and how they are applied in ERP systems using ERP5 as example.</p><p>The first step in using an ERP system is to create and manage people of the company. People are the most essential asset of any company. In ERP5, people are represented by Persons. Each person has his/her own role associated with different organisations, thus, for each person we create, we should also link the organisation that he/she is working for to this person. If organisation doesn’t exist yet, we should create the organisation.</p><strong>
Note: in this session "Carreers and Assignments", following the previous tutorial <a href="“http://www.osoe-project.org/lesson/osoe-Lecture.ERP.Configuration.Introduction/user-Howto.Configure.ERP5.for.SMB.With.Configurator/view”">"Configure your instance using ERP5 Configurator",</a> we will use our configured company VIFIB as an example to explain how to use ERP systems such as ERP5 to manage the company's performance by managing people, their assignments and their relations with organisations. So when you are practicing, please replace VIFIB with the company you created when you configured your ERP5 instance.
</strong>
</details>
</section><section class="illustration">
<h1>Persons in ERP5: staff, client, supplier</h1>
<img title="Person: staff, client, supplier?" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Person.Staff.Client.Supplier?format=png" alt="Person: staff, client, supplier?" type="image/png">
<details open="open">
<p>All people who have interaction with our company should be entered in the ERP system based on different roles such as staff, clients, suppliers, etc. After a person has been created, he/she can be assigned with different duties, linked to different organisations, set relations to different functions. In this way, all people could be managed according to the company’s needs.</p><p>In our VIFIB case, the company VIFIB has staff (role "Internal") – engineers of software development, technicians who manage computer hardware and software, managers, accountants, administration and so on. VIFIB has clients (role "Client") who purchase hosting capacity for their own use or for retail through their own SlapOS platform, and clients who are software developers and need software certifications. VIFIB has suppliers (role "Supplier") who supply computer capacity and hosting space, and suppliers of software licenses and software integration service. VIFIB is also in relation with journalists (role 'Media'), and social insurance center (role "Administration").</p><p>
In ERP5, there are two principles in identifying people. First, the role of a person should be differentiated among client, supplier, and stuff as shown in the graphics above. However, we should also be able to assign multiple roles to a person. For example, a VIFIB client who purchases large amounts of hosting capacity for retail use could also provide computer capacity to VIFIB through their SlapOS platform, thus becomes a VIFIB supplier. So this person is at the same time a client and a supplier <strong>(different roles in the same Person document)</strong>
. Second, every person created must be unique. We should only create the same person once and be able to use it everywhere needed. If we create two Person documents for the same person (e.g.Person 1 Supplier and Person 1 Client), then the documents are redundant, and could lead to many confusions in using them.
</p>
</details>
</section><section class="illustration">
<h1>People work for organisations</h1>
<img title="People work for organisations" alt="People work for organisations" src="http://img.erp5.cn/osoe-Careers.And.Assignments.People.Work.For.Organisations?format=png" type="image/png">
<details open="open">
<p>Once we have created all Person documents in the system, we should do the same for the Organisation. Organisations could be companies, non-profit organisations, government institutions and so on. After we have created all Organisation documents, we need to to link them to Person documents to show the relation between a Person and an Organisation. For example, Cédric De Saint Martin and Yingjie Xu are staff of VIFIB, then we should link the two Person documents which represent Cédric De Saint Martin and Yingjie Xu to the Organisation document VIFIB. In the meanwhile, John Scott Doh works for VIFIB's client Z Company, then we should link the Person document which represents John Scott Doh to the Organisation document that represents Z company.</p>
</details>
</section><section class="illustration">
<h1>People change organisations</h1>
<img title="People change of organisations" alt="People change of organisations" src="http://img.erp5.cn/osoe-Careers.And.Assignments.People.Change.Of.Organisations?format=png" type="image/png">
<details open="open">
<p>In ERP5, a person can be represented by a Person document and by an Organisation document he/she is linked to, but both entities are independent and have their own life cycle. A person can work for one or many organisations, or change organisations during his/her career. However, keep in mind that there is no need to create a new person, you should just update the existing one by creating a new career step.</p>
</details>
</section><section class="illustration">
<h1>Tracking a person's career</h1>
<img title="Tracking peoples' career" alt="Tracking peoples' career" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Tracking.Peoples.Career?format=png" type="image/png">
<details open="open">
<p>When a person is working for a given organisation, it is only a step in his global career. A person might have different career steps since he/she may later switch to other companies. If a person changes organisation, we should create a new career step for that person, link the Person document to the new organisation, and start it. As shown in the table above, each step of a career has a start and an end date. This gives us a really simple but realistic way to handle career developments of people. Nowadays, many organisations also use grids to present internal career steps of a person, which includes an associated salary level.</p>
</details>
</section><section class="illustration">
<h1>Career workflow</h1>
<img title="Career workflow" alt="Career workflow" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Career.Workflow?format=png" type="image/png">
<details open="open">
<p>We have a very simple workflow for career steps. A career step can be started, cancelled, or stopped.</p>
</details>
</section><section class="illustration">
<h1>Assign duties to a Person</h1>
<img title="People are assigned duties" alt="People are assigned duties" src="http://img.erp5.cn/osoe-Careers.And.Assignments.People.Are.Assigned.Duties?format=png" type="image/png">
<details open="open">
<p>However, careers could only represent a person’s big career steps, but not the positions and responsibilities of the person in a given organisation. In ERP5, “assignments” are used to represent positions and duties of a person.</p><p>Assignments are completely independent from career steps. Firstly, a person could have multiple positions and a variety of duties in one career step. Secondly, the assignments could be very different from each other, and sometimes could even be far from the career step itself. For example, the financial manager of VIFIB might be assigned the duty of handling the director role for a short time when the company director is absent for business trips. Thirdly, assignments are not always related to the organisation that the person works for in a career step. For example, a software developer of VIFIB might be assigned the “project manager” position for a project from VIFIB’s client organisation for a defined period of time.</p>
</details>
</section><section class="illustration">
<h1>Managing a Person's duties</h1>
<img title="Managing people duties" alt="Managing people duties" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Managing.People.Duties.Screenshot?format=png" type="image/png">
<details open="open">
<p>The screenshot above is the interface of Assignments in ERP5. As you can see, the person Jacques Honoré has different assignments associated to different functions, and works for two organisations (Nexedi and Tiolive LLC). Assignments could also be used to handle security level so that only the person with certain assignments could access certain information. In companies, the security level is often associated with the responsibility level of a person. This way, confidential business information could be better protected.</p>
</details>
</section><section class="illustration">
<h1>Assignment workflow</h1>
<img title="Assignment workflow" alt="Assignment workflow" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Assignment.Workflow?format=png" type="image/png">
<details open="open">
<p>The workflow of an assignment is also relatively simple. The status “updated“ here means that you could review the assignments assigned to a person. When the review process is done, you just need to change it back to “started”. You can also cancel an assigned assignment of a person if the person is no longer responsible to the related tasks. You could define the security permission of a certain assignment, but it will only be effective when the assignment is “started”.</p>
</details>
</section><section class="illustration">
<h1>HR: beyond careers and assignments</h1>
<img src="" type="image/svg+xml" title="" alt="">
<ul>
<li>Skills</li>
<li>Training</li>
<li>Position</li>
<li>Hiring</li>
</ul>
<details open="open">
<p>Careers and assignments are the minimum information in order to manage human resources. There are of course many other fields which can be added to ERP5 configuration so that a complete human management system could be built in.</p><p>
<b>Skills:</b> Skills are always an important aspect when considering human resource management. A skill catalogue could be very useful to keep track of skills of all people within and outside the company. In this case, whenever a task requires a special skill to complete, the right person could be easily found in this catalogue.
</p><p>
<b>Training:</b> Trainings could extend people’s skills to another level. New skills could be gained from trainings as well. Thus, trainings should also be managed and organised in a human resource management system.
</p><p>
<b>Positions:</b> A position should contain three dimensions: function, group, and site. It should involve a clear job description.
</p><p>
<b>Hiring:</b> Finally the recruitment procedure should also be handled by the human resource management system. When the company opens a position, candidates should be filled in for this position. Once the right candidate is found, the position should become closed.
</p><p></p>
</details>
</section>
\ No newline at end of file
<section class="master">
<h1>Session 1: Careers and Assignments</h1>
<img alt="Workflow of people's career" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Front.Page.Career.Workflow?format=png" title="Career and assignments workflow" type="image/png" />
<footer>by <a href="/contact">OSOE Project</a>.</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>Person and organisations</li>
<li>Career and universal career workflow</li>
<li>Assignment and universal assignment workflow</li>
<li>HR: beyond careers and assignments</li>
</ul>
<details open="open">
<p>The goal of this tutorial is to teach you what Careers and Assignments are, and how they are applied in ERP systems using ERP5 as example.</p>
<p>The first step in using an ERP system is to create and manage people of the company. People are the most essential asset of any company. In ERP5, people are represented by Persons. Each person has his/her own role associated with different organisations, thus, for each person we create, we should also link the organisation that he/she is working for to this person. If organisation doesn&#39;t exist yet, we should create the organisation.</p>
<strong>Note: in this session &quot;Carreers and Assignments&quot;, following the previous tutorial <a href="“http://www.osoe-project.org/lesson/osoe-Lecture.ERP.Configuration.Introduction/user-Howto.Configure.ERP5.for.SMB.With.Configurator/view”">&quot;Configure your instance using ERP5 Configurator&quot;,</a> we will use our configured company VIFIB as an example to explain how to use ERP systems such as ERP5 to manage the company&#39;s performance by managing people, their assignments and their relations with organisations. So when you are practicing, please replace VIFIB with the company you created when you configured your ERP5 instance. </strong></details>
</section>
<section class="illustration">
<h1>Persons in ERP5: staff, client, supplier</h1>
<img alt="Person: staff, client, supplier?" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Person.Staff.Client.Supplier?format=png" title="Person: staff, client, supplier?" type="image/png" />
<details open="open">
<p>All people who have interaction with our company should be entered in the ERP system based on different roles such as staff, clients, suppliers, etc. After a person has been created, he/she can be assigned with different duties, linked to different organisations, set relations to different functions. In this way, all people could be managed according to the company&#39;s needs.</p>
<p>In our VIFIB case, the company VIFIB has staff (role &quot;Internal&quot;) &ndash; engineers of software development, technicians who manage computer hardware and software, managers, accountants, administration and so on. VIFIB has clients (role &quot;Client&quot;) who purchase hosting capacity for their own use or for retail through their own SlapOS platform, and clients who are software developers and need software certifications. VIFIB has suppliers (role &quot;Supplier&quot;) who supply computer capacity and hosting space, and suppliers of software licenses and software integration service. VIFIB is also in relation with journalists (role &#39;Media&#39;), and social insurance center (role &quot;Administration&quot;).</p>
<p>In ERP5, there are two principles in identifying people. First, the role of a person should be differentiated among client, supplier, and stuff as shown in the graphics above. However, we should also be able to assign multiple roles to a person. For example, a VIFIB client who purchases large amounts of hosting capacity for retail use could also provide computer capacity to VIFIB through their SlapOS platform, thus becomes a VIFIB supplier. So this person is at the same time a client and a supplier <strong>(different roles in the same Person document)</strong> . Second, every person created must be unique. We should only create the same person once and be able to use it everywhere needed. If we create two Person documents for the same person (e.g.Person 1 Supplier and Person 1 Client), then the documents are redundant, and could lead to many confusions in using them.</p>
</details>
</section>
<section class="illustration">
<h1>People work for organisations</h1>
<img alt="People work for organisations" src="http://img.erp5.cn/osoe-Careers.And.Assignments.People.Work.For.Organisations?format=png" title="People work for organisations" type="image/png" />
<details open="open">
<p>Once we have created all Person documents in the system, we should do the same for the Organisation. Organisations could be companies, non-profit organisations, government institutions and so on. After we have created all Organisation documents, we need to to link them to Person documents to show the relation between a Person and an Organisation. For example, C&eacute;dric De Saint Martin and Yingjie Xu are staff of VIFIB, then we should link the two Person documents which represent C&eacute;dric De Saint Martin and Yingjie Xu to the Organisation document VIFIB. In the meanwhile, John Scott Doh works for VIFIB&#39;s client Z Company, then we should link the Person document which represents John Scott Doh to the Organisation document that represents Z company.</p>
</details>
</section>
<section class="illustration">
<h1>People change organisations</h1>
<img alt="People change of organisations" src="http://img.erp5.cn/osoe-Careers.And.Assignments.People.Change.Of.Organisations?format=png" title="People change of organisations" type="image/png" />
<details open="open">
<p>In ERP5, a person can be represented by a Person document and by an Organisation document he/she is linked to, but both entities are independent and have their own life cycle. A person can work for one or many organisations, or change organisations during his/her career. However, keep in mind that there is no need to create a new person, you should just update the existing one by creating a new career step.</p>
</details>
</section>
<section class="illustration">
<h1>Tracking a person&#39;s career</h1>
<img alt="Tracking peoples' career" src="osoe-Careers.And.Assignments.Tracking.Peoples.Career.New?format=png" title="Tracking peoples' career" type="image/png" />
<details autocomplete="off" open="">
<p>When a person is working for a given organisation, it is only a step in his global career. A person might have different career steps since he/she may later switch to other companies. If a person changes organisation, we should create a new career step for that person, link the Person document to the new organisation, and start it. As shown in the table above, each step of a career has a start and an end date. This gives us a really simple but realistic way to handle career developments of people. Nowadays, many organisations also use grids to present internal career steps of a person, which includes an associated salary level.</p>
</details>
</section>
<section class="illustration">
<h1>Career workflow</h1>
<img alt="Career workflow" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Career.Workflow?format=png" title="Career workflow" type="image/png" />
<details open="open">
<p>We have a very simple workflow for career steps. A career step can be started, cancelled, or stopped.</p>
</details>
</section>
<section class="illustration">
<h1>Assign duties to a Person</h1>
<img alt="People are assigned duties" src="http://img.erp5.cn/osoe-Careers.And.Assignments.People.Are.Assigned.Duties?format=png" title="People are assigned duties" type="image/png" />
<details open="open">
<p>However, careers could only represent a person&#39;s big career steps, but not the positions and responsibilities of the person in a given organisation. In ERP5, &ldquo;assignments&rdquo; are used to represent positions and duties of a person.</p>
<p>Assignments are completely independent from career steps. Firstly, a person could have multiple positions and a variety of duties in one career step. Secondly, the assignments could be very different from each other, and sometimes could even be far from the career step itself. For example, the financial manager of VIFIB might be assigned the duty of handling the director role for a short time when the company director is absent for business trips. Thirdly, assignments are not always related to the organisation that the person works for in a career step. For example, a software developer of VIFIB might be assigned the &ldquo;project manager&rdquo; position for a project from VIFIB&#39;s client organisation for a defined period of time.</p>
</details>
</section>
<section class="illustration">
<h1>Managing a Person&#39;s duties</h1>
<img alt="Managing people duties" src="osoe-Careers.And.Assignments.Managing.People.Duties.New?format=png" title="Managing people duties" type="image/png" />
<details open="open">
<p>The screenshot above is the interface of Assignments in ERP5. As you can see, the person Jacques Honor&eacute; has different assignments associated to different functions, and works for two organisations (Nexedi and Tiolive LLC). Assignments could also be used to handle security level so that only the person with certain assignments could access certain information. In companies, the security level is often associated with the responsibility level of a person. This way, confidential business information could be better protected.</p>
</details>
</section>
<section class="illustration">
<h1>Assignment workflow</h1>
<img alt="Assignment workflow" src="http://img.erp5.cn/osoe-Careers.And.Assignments.Assignment.Workflow?format=png" title="Assignment workflow" type="image/png" />
<details open="open">
<p>The workflow of an assignment is also relatively simple. The status &ldquo;updated&ldquo; here means that you could review the assignments assigned to a person. When the review process is done, you just need to change it back to &ldquo;started&rdquo;. You can also cancel an assigned assignment of a person if the person is no longer responsible to the related tasks. You could define the security permission of a certain assignment, but it will only be effective when the assignment is &ldquo;started&rdquo;.</p>
</details>
</section>
<section class="illustration">
<h1>HR: beyond careers and assignments</h1>
<img alt="" src="" title="" type="image/svg+xml" />
<ul>
<li>Skills</li>
<li>Training</li>
<li>Position</li>
<li>Hiring</li>
</ul>
<details open="open">
<p>Careers and assignments are the minimum information in order to manage human resources. There are of course many other fields which can be added to ERP5 configuration so that a complete human management system could be built in.</p>
<p><b>Skills:</b> Skills are always an important aspect when considering human resource management. A skill catalogue could be very useful to keep track of skills of all people within and outside the company. In this case, whenever a task requires a special skill to complete, the right person could be easily found in this catalogue.</p>
<p><b>Training:</b> Trainings could extend people&#39;s skills to another level. New skills could be gained from trainings as well. Thus, trainings should also be managed and organised in a human resource management system.</p>
<p><b>Positions:</b> A position should contain three dimensions: function, group, and site. It should involve a clear job description.</p>
<p><b>Hiring:</b> Finally the recruitment procedure should also be handled by the human resource management system. When the company opens a position, candidates should be filled in for this position. Once the right candidate is found, the position should become closed.</p>
<p>&nbsp;</p>
</details>
</section>
bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-ERP.Configuration.Introduction.004.en.html
View file @ d285ed5a
<section class="screenshot">
<h1>ERP and Configuration Introduction</h1>
<img alt="One student one ERP programme" title="One student one ERP programme" src="http://img.erp5.cn/user-OSOE.Website.Homepage?format=png">
<footer>
by <a href="http://www.osoe-project.org/contact">OSOE Project</a>
</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p>
<p>This chapter introduces the lecture goal, organisation and evaluation.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>What are the objectives of the course</li>
<li>How the sessions are organised</li>
<li>How you will be evaluated</li>
</ul>
<details open="open">
<p>In this presentation, we are going to explain how this lecture was designed. First, we define the goals of the course and especially what students can expect to learn by
attending the course. Second, we explain the organisation of the lecture as a sequence of theory and tutorials that cover the different aspects of an ERP. Last we introduce
the student evaluation process based on a case study and questionnaire.
</p>
</details>
</section>
<section class="">
<h1>Course Objectives</h1>
<ul>
<li>Learn universal and fundamental workflow of companies</li>
<li>Understand what is an ERP by practicing an ERP instance</li>
<li>Learn to perform a consulting process for an ERP implementation</li>
<li>Being capable of configuring an ERP</li>
</ul>
<details open="open">
<p>"ERP: Theory, Practice and Configuration" is a lesson which has four main goals.</p><ul>
<li>The first one is to teach you the universal and fundamental workflow of the companies. By doing so, you will be able to understand how is organised any company and how ERP systems help companies to improve their performance by managing their business process.</li>
<li>The second step is to see how the theoretical workflow is applied in an ERP. For this we will use ERP5 instances delivered to each student of this course. You will then be able to use it as companies do everyday.</li>
<li>The third goal is to teach how to perform an initial consulting process for an ERP implementation. We will use an online questionnaire with the most important questions to ask to a company during this process. The objective of the questionnaire is to identify those business processes which are not successful enough and which can be improved using an ERP. The objective is to understand how to set the priorities for an ERP implementation.</li>
<li>The fourth goal is to teach how to configure an ERP through the definition of so-called categories. Since the configuration is made through a spreadsheet, no programming skills are needed and the focus is kept on management and organization rather than on technical details.</li>
</ul>
</details>
</section><section class="illustration">
<h1>Sessions organisation</h1>
<img alt="Sessions organisation" title="Sessions organisation" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Organisation?format=png" type="image/png">
<details open="open">
<p>Seven sessions of three hours each organised as described on the picture above.</p><p>Every session will be organised in the same manner:</p><p>We will begin with a presentation of the theoretical and universal workflow of the company. Then you will have time to work on the following ERP5 tutorials related to the studied workflows. During the tutorials, you are free to ask your questions to the teacher.</p><p>We will now see the program of the seven sessions.</p>
</details>
</section><section class="illustration">
<h1>Session 1: Carreers and Assignments</h1>
<img alt="Session 1: Carreers and Assignments" title="Session 1: Carreers and Assignments" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Carreers.And.Assignments?format=png" type="image/png">
<details open="open">
<p>During session one, we will see how to handle career and assignment in today's ERP systems.</p><p>These two notions "Careers" and "Assignments" are here to help people to manage human resources.</p><p>The career workflow is very simple since careers are made of career steps which come one after the other.</p><p>Assignments are a little bit different since a person can have many assignments in the same time.</p><p>Once career and assignment be studied, we will then spend time on the first five ERP5 Tutorials which are:</p><ul>
<li>"How to create Persons" will teach you how to create a document in ERP5 which will represent the person.</li>
<li>"How to create new User" will teach you how to create user account in ERP5 which will authorize the other team members to access to your ERP5 instance.</li>
<li>"How to create Organisations" will teach you how to create a document in ERP5 which will represent the organisation.</li>
<li>"How to create Bank Accounts" will teach you how to add bank accounts to a existing organisation or person so that they can be used in trade module in ERP5.</li>
<li>"How to link Persons and Organisations" will teach you how to link the document which represents the person to the document which represents the organisation which the person is working for.</li>
</ul>
</details>
</section><section class="illustration">
<h1>Session 2: CRM Tickets and Events</h1>
<img alt="Session 2: CRM Tickets and Events" title="Session 2: CRM Tickets and Events" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.CRM.Tickets.And.Events?format=png" type="image/png">
<details open="open">
<p>Session two is the Customer Relationship Management (CRM) part of the ERP system.</p><p>We will study Tickets and Events, and their specific workflows. Events are documents in the system which represent every interaction we have with our customers, our suppliers etc.</p><p>Recording every "Event" which occurred during the company's activity will help us to learn more about our customers and our suppliers. Further information about what have been done with or said to a specific person will be available to persons who need it.</p><p>Tickets are documents in ERP5 which can contain other documents such as Events or documents from the Document Management System (DMS).</p><p>Having such records will help you to organise and follow your interaction with persons outside the company. Specific workflows are applied to Tickets depending of their nature.</p><p>In ERP5 we have four kinds of Tickets: the Campaigns, the Sale Opportunities, the Support Requests and the Meetings. Each one will be studied during this session.</p>
</details>
<details open="open">
<p>Then five tutorials will be followed:</p><ul>
<li>"How to create Campaigns" will teach you how to create new Campaigns in ERP5.</li>
<li>"How to create Events in Campaigns" will teach you how to create new Events from an existing Campaign in ERP5, you will then see how phone calls, emails, fax etc., look like in such systems.</li>
<li>"How to post outgoing Events" will teach you how you can send Events such as emails directly from ERP5.</li>
<li>"How to process incoming Events" will introduce the standard process of incoming Events in ERP5.</li>
<li>"How to manage Support Requests" will use the Support Requests-a kind of Ticket created from incoming Events, as an example to explain in detail to you how to apply the standard process of incoming Events to ERP5 CRM.</li>
</ul>
</details>
</section><section class="illustration">
<h1>Session 3: Sale Orders</h1>
<img alt="Session 3: Sale Orders" title="Session 3: Sale Orders" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Sale.Orders?format=png" type="image/png">
<details open="open">
<p>Session 3 which is part 1 of 3 about Trade management in ERP5 will teach you the universal workflow of a Sale/Purchase Order.</p><p>The Sale/Purchase order document in an ERP is the one which will handle trade from the early phase of an offer to the final order made by you or the client.</p><p>We will then follow the following three tutorials:</p><ul>
<li>"How to create Products" will teach you how to create a document in ERP5 to represent a product.</li>
<li>"How to create Trade Conditions" will teach you how to create trade conditions to apply on sale/purchase orders.</li>
<li>"How to create Sale Orders" will teach you how to create a Sale Order with ERP5.</li>
</ul>
</details>
</section><section class="illustration">
<h1>Session 4: Packing Lists</h1>
<img alt="Session 4: Sale Packing Lists" title="Session 4: Sale Packing Lists" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Sale.Packing.Lists?format=png" type="image/png">
<details open="open">
<p>Session 4 which is part 2 of 3 about Trade management in ERP5 is about packing lists.</p><p>Packing lists are used to trace the movements of products or services. Once an order has been made, products or services have to be delivered. In the case of products, either to send the products to the customer, or to receive them from the supplier.</p><p>We will then follow the following three tutorials:</p><ul>
<li>"How to manage Packing Lists" will introduce you to Packing Lists module in ERP5.</li>
<li>"How to manage Invoices" will teach you how invoices can be generated from existing packing lists.</li>
<li>"How to create a Payment" will teach you how to create a payment related to a specific invoice.</li>
</ul>
</details>
</section><section class="illustration">
<h1>Session 5: IFRS Accounting</h1>
<img alt="Session 5: IFRS Accounting" title="Session 5: IFRS Accounting" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.IFRS.Accounting?format=png" type="image/png">
<details open="open">
<p>Session 5, which is the final session of the Trade management, will be about IFRS accounting.</p><p>During this session we will see what is IFRS accounting and what is the workflow of an accounting transaction (eg, invoice transaction).</p><p>We will follow the following two tutorials:</p><ul>
<li>"How to create Invoice Transaction from Scratch" will teach you how to create sale or purchase invoice transactions manually when you need, instead of generating from an existing Packing List.</li>
<li>"How to create Accounting Report" will teach you which type of report you can generate with ERP5, and how to generate them.</li>
</ul>
</details>
</section><section class="illustration">
<h1>Session 6: Document Management</h1>
<img alt="Session 6: Document Management" title="Session 6: Document Management" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Document.Mgmt?format=png" type="image/png">
<details open="open">
<p>Document management is a very important point of ERP system. It allows companies to organise and share their knowledge. This session will be a quick tutorial of how to manage electronical documents in this orders:</p><ul>
<li>"How to create a document"</li>
<li>"How to release the document"</li>
<li>"How to prepare the second version"</li>
<li>"How to publish the second version"</li>
<li>"How to use fast contribution"</li>
</ul>
</details>
</section><section class="illustration">
<h1>Session 7: ERP Consulting and Configuration</h1>
<img alt="Session 7: ERP Consulting and Configuration" title="Session 7: ERP Consulting and Configuration" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.ERP.Consulting.Configuration?format=png" type="image/png">
<details open="open">
<p>During the last session you will learn how to perform an initial consulting process for an ERP Implementation and how to configure ERP5 Categories. You will later perform both on an implementation field that you choose:</p><ul>
<li>"How to fill the Questionnaire" explains to you for the initial consulting process, how to use an on-line questionnaire in order to find out the successful and unsuccessful business processes of the company. This helps to define the priorities for the ERP implementation.</li>
<li>"How to fill the Category Spreadsheet" teaches you how to use the answers to the questionnaire to perform an initial category configuration of ERP5 for the implementation field. Since the configuration is made through a spreadsheet, no programming skills are needed and the focus is kept on management and organisation rather than on technical details.</li>
</ul>
</details>
</section><section class="">
<h1>Case Study</h1>
<ul>
<li>Aurora Systems</li>
<li>A small german software company</li>
<li>Questionnaire and Spreadsheet</li>
</ul>
<details open="open">
<p>The case study presents Aurora Systems, a german software company which develops a school library management software. You will see the answers to the most important questions in the questionnaire for this company and learn which category configuration results from these answers.</p>
</details>
</section><section class="">
<h1>Evaluation</h1>
<ul>
<li>Prepare and configure an ERP</li>
<li>Real case</li>
<li>Fill the questionaire to perform the initial consulting process</li>
<li>Fill the category spreadsheet to configure the ERP</li>
</ul>
<details open="open">
<p>This lesson will be evaluated through the preparation and configuration of an ERP system, such as ERP5, for a real company.</p><p>You will have to choose and describe their company according to the requirement of the course.</p><p>Then you will have to analyse the answers of your questionnaire and create a useful category configuration for your company in order to help them taking decisions and improve the company's management.</p>
</details>
</section>
\ No newline at end of file
<section class="screenshot">
<h1>ERP and Configuration Introduction</h1>
<img alt="One student one ERP programme" src="http://img.erp5.cn/user-OSOE.Website.Homepage?format=png" title="One student one ERP programme" />
<footer>by <a href="http://www.osoe-project.org/contact">OSOE Project</a></footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p>This chapter introduces the lecture goal, organisation and evaluation.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>What are the objectives of the course</li>
<li>How the sessions are organised</li>
<li>How you will be evaluated</li>
</ul>
<details open="open">
<p>In this presentation, we are going to explain how this lecture was designed. First, we define the goals of the course and especially what students can expect to learn by attending the course. Second, we explain the organisation of the lecture as a sequence of theory and tutorials that cover the different aspects of an ERP. Last we introduce the student evaluation process based on a case study and questionnaire.</p>
</details>
</section>
<section>
<h1>Course Objectives</h1>
<ul>
<li>Learn universal and fundamental workflow of companies</li>
<li>Understand what is an ERP by practicing an ERP instance</li>
<li>Learn to perform a consulting process for an ERP implementation</li>
<li>Being capable of configuring an ERP</li>
</ul>
<details open="open">
<p>&quot;ERP: Theory, Practice and Configuration&quot; is a lesson which has four main goals.</p>
<ul>
<li>The first one is to teach you the universal and fundamental workflow of the companies. By doing so, you will be able to understand how is organised any company and how ERP systems help companies to improve their performance by managing their business process.</li>
<li>The second step is to see how the theoretical workflow is applied in an ERP. For this we will use ERP5 instances delivered to each student of this course. You will then be able to use it as companies do everyday.</li>
<li>The third goal is to teach how to perform an initial consulting process for an ERP implementation. We will use an online questionnaire with the most important questions to ask to a company during this process. The objective of the questionnaire is to identify those business processes which are not successful enough and which can be improved using an ERP. The objective is to understand how to set the priorities for an ERP implementation.</li>
<li>The fourth goal is to teach how to configure an ERP through the definition of so-called categories. Since the configuration is made through a spreadsheet, no programming skills are needed and the focus is kept on management and organization rather than on technical details.</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Sessions organisation</h1>
<img alt="Sessions organisation" src="P-OSOE-ERP.Configuration.Introduction.Organisation?format=png" title="Sessions organisation" type="image/png" />
<details open="open">
<p>Seven sessions of three hours each organised as described on the picture above.</p>
<p>Every session will be organised in the same manner:</p>
<p>We will begin with a presentation of the theoretical and universal workflow of the company. Then you will have time to work on the following ERP5 tutorials related to the studied workflows. During the tutorials, you are free to ask your questions to the teacher.</p>
<p>We will now see the program of the seven sessions.</p>
</details>
</section>
<section class="illustration">
<h1>Session 1: Careers and Assignments</h1>
<img alt="Session 1: Carreers and Assignments" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Carreers.And.Assignments?format=png" title="Session 1: Carreers and Assignments" type="image/png" />
<details open="open">
<p>During session one, we will see how to handle career and assignment in today&#39;s ERP systems.</p>
<p>These two notions &quot;Careers&quot; and &quot;Assignments&quot; are here to help people to manage human resources.</p>
<p>The career workflow is very simple since careers are made of career steps which come one after the other.</p>
<p>Assignments are a little bit different since a person can have many assignments in the same time.</p>
<p>Once career and assignment be studied, we will then spend time on the first five ERP5 Tutorials which are:</p>
<ul>
<li>&quot;How to create Persons&quot; will teach you how to create a document in ERP5 which will represent the person.</li>
<li>&quot;How to create new User&quot; will teach you how to create user account in ERP5 which will authorize the other team members to access to your ERP5 instance.</li>
<li>&quot;How to create Organisations&quot; will teach you how to create a document in ERP5 which will represent the organisation.</li>
<li>&quot;How to create Bank Accounts&quot; will teach you how to add bank accounts to a existing organisation or person so that they can be used in trade module in ERP5.</li>
<li>&quot;How to link Persons and Organisations&quot; will teach you how to link the document which represents the person to the document which represents the organisation which the person is working for.</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Session 2: CRM Tickets and Events</h1>
<img alt="Session 2: CRM Tickets and Events" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.CRM.Tickets.And.Events?format=png" title="Session 2: CRM Tickets and Events" type="image/png" />
<details open="open">
<p>Session two is the Customer Relationship Management (CRM) part of the ERP system.</p>
<p>We will study Tickets and Events, and their specific workflows. Events are documents in the system which represent every interaction we have with our customers, our suppliers etc.</p>
<p>Recording every &quot;Event&quot; which occurred during the company&#39;s activity will help us to learn more about our customers and our suppliers. Further information about what have been done with or said to a specific person will be available to persons who need it.</p>
<p>Tickets are documents in ERP5 which can contain other documents such as Events or documents from the Document Management System (DMS).</p>
<p>Having such records will help you to organise and follow your interaction with persons outside the company. Specific workflows are applied to Tickets depending of their nature.</p>
<p>In ERP5 we have four kinds of Tickets: the Campaigns, the Sale Opportunities, the Support Requests and the Meetings. Each one will be studied during this session.</p>
</details>
<details open="open">
<p>Then five tutorials will be followed:</p>
<ul>
<li>&quot;How to create Campaigns&quot; will teach you how to create new Campaigns in ERP5.</li>
<li>&quot;How to create Events in Campaigns&quot; will teach you how to create new Events from an existing Campaign in ERP5, you will then see how phone calls, emails, fax etc., look like in such systems.</li>
<li>&quot;How to post outgoing Events&quot; will teach you how you can send Events such as emails directly from ERP5.</li>
<li>&quot;How to process incoming Events&quot; will introduce the standard process of incoming Events in ERP5.</li>
<li>&quot;How to manage Support Requests&quot; will use the Support Requests-a kind of Ticket created from incoming Events, as an example to explain in detail to you how to apply the standard process of incoming Events to ERP5 CRM.</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Session 3: Sale Orders</h1>
<img alt="Session 3: Sale Orders" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Sale.Orders?format=png" title="Session 3: Sale Orders" type="image/png" />
<details open="open">
<p>Session 3 which is part 1 of 3 about Trade management in ERP5 will teach you the universal workflow of a Sale/Purchase Order.</p>
<p>The Sale/Purchase order document in an ERP is the one which will handle trade from the early phase of an offer to the final order made by you or the client.</p>
<p>We will then follow the following three tutorials:</p>
<ul>
<li>&quot;How to create Products&quot; will teach you how to create a document in ERP5 to represent a product.</li>
<li>&quot;How to create Trade Conditions&quot; will teach you how to create trade conditions to apply on sale/purchase orders.</li>
<li>&quot;How to create Sale Orders&quot; will teach you how to create a Sale Order with ERP5.</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Session 4: Packing Lists</h1>
<img alt="Session 4: Sale Packing Lists" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Sale.Packing.Lists?format=png" title="Session 4: Sale Packing Lists" type="image/png" />
<details open="open">
<p>Session 4 which is part 2 of 3 about Trade management in ERP5 is about packing lists.</p>
<p>Packing lists are used to trace the movements of products or services. Once an order has been made, products or services have to be delivered. In the case of products, either to send the products to the customer, or to receive them from the supplier.</p>
<p>We will then follow the following three tutorials:</p>
<ul>
<li>&quot;How to manage Packing Lists&quot; will introduce you to Packing Lists module in ERP5.</li>
<li>&quot;How to manage Invoices&quot; will teach you how invoices can be generated from existing packing lists.</li>
<li>&quot;How to create a Payment&quot; will teach you how to create a payment related to a specific invoice.</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Session 5: IFRS Accounting</h1>
<img alt="Session 5: IFRS Accounting" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.IFRS.Accounting?format=png" title="Session 5: IFRS Accounting" type="image/png" />
<details open="open">
<p>Session 5, which is the final session of the Trade management, will be about IFRS accounting.</p>
<p>During this session we will see what is IFRS accounting and what is the workflow of an accounting transaction (eg, invoice transaction).</p>
<p>We will follow the following two tutorials:</p>
<ul>
<li>&quot;How to create Invoice Transaction from Scratch&quot; will teach you how to create sale or purchase invoice transactions manually when you need, instead of generating from an existing Packing List.</li>
<li>&quot;How to create Accounting Report&quot; will teach you which type of report you can generate with ERP5, and how to generate them.</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Session 6: Document Management</h1>
<img alt="Session 6: Document Management" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.Document.Mgmt?format=png" title="Session 6: Document Management" type="image/png" />
<details open="open">
<p>Document management is a very important point of ERP system. It allows companies to organise and share their knowledge. This session will be a quick tutorial of how to manage electronic&nbsp;documents in this orders:</p>
<ul>
<li>&quot;How to create a document&quot;</li>
<li>&quot;How to release the document&quot;</li>
<li>&quot;How to prepare the second version&quot;</li>
<li>&quot;How to publish the second version&quot;</li>
<li>&quot;How to use fast contribution&quot;</li>
</ul>
</details>
</section>
<section class="illustration">
<h1>Session 7: ERP Consulting and Configuration</h1>
<img alt="Session 7: ERP Consulting and Configuration" src="http://img.erp5.cn/P-OSOE-ERP.Configuration.Introduction.ERP.Consulting.Configuration?format=png" title="Session 7: ERP Consulting and Configuration" type="image/png" />
<details open="open">
<p>During the last session you will learn how to perform an initial consulting process for an ERP Implementation and how to configure ERP5 Categories. You will later perform both on an implementation field that you choose:</p>
<ul>
<li>&quot;How to fill the Questionnaire&quot; explains to you for the initial consulting process, how to use an on-line questionnaire in order to find out the successful and unsuccessful business processes of the company. This helps to define the priorities for the ERP implementation.</li>
<li>&quot;How to fill the Category Spreadsheet&quot; teaches you how to use the answers to the questionnaire to perform an initial category configuration of ERP5 for the implementation field. Since the configuration is made through a spreadsheet, no programming skills are needed and the focus is kept on management and organisation rather than on technical details.</li>
</ul>
</details>
</section>
<section>
<h1>Case Study</h1>
<ul>
<li>Aurora Systems</li>
<li>A small German software company</li>
<li>Questionnaire and Spreadsheet</li>
</ul>
<details open="open">
<p>The case study presents Aurora Systems, a German software company which develops a school library management software. You will see the answers to the most important questions in the questionnaire for this company and learn which category configuration results from these answers.</p>
</details>
</section>
<section>
<h1>Evaluation</h1>
<ul>
<li>Prepare and configure an ERP</li>
<li>Real case</li>
<li>Fill the questionnaire to perform the initial consulting process</li>
<li>Fill the category spreadsheet to configure the ERP</li>
</ul>
<details open="open">
<p>This lesson will be evaluated through the preparation and configuration of an ERP system, such as ERP5, for a real company.</p>
<p>You will have to choose and describe their company according to the requirement of the course.</p>
<p>Then you will have to analyse the answers of your questionnaire and create a useful category configuration for your company in order to help them taking decisions and improve the company&#39;s management.</p>
</details>
</section>
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<value> <string>superklaus</string> </value>
<value> <string>zope</string> </value>
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<key> <string>comment</string> </key>
......@@ -306,7 +306,7 @@
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<key> <string>serial</string> </key>
<value> <string>953.49679.23358.8455</string> </value>
<value> <string>992.64099.48140.10427</string> </value>
</item>
<item>
<key> <string>state</string> </key>
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......
bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-ERP101.006.en.html
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<section class="illustration">
<h1>OSOE - ERP 101</h1>
<img alt="OSOE - ERP 101" title="OSOE - ERP 101" src="http://img.erp5.cn/osoe-erp-101.cover?format=png" type="image/png">
<footer>
by <a href="/contact">OSOE Project</a>.
</footer>
<details open="true">
<p>
This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p><p>
<b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section><section class="">
<h1>Agenda</h1>
<ul>
<li>Class requirements</li>
<li>ERP facts</li>
<li>What is an ERP</li>
</ul>
<details open="open">
<p>ERPs are usually considered difficult from both learning and teaching perspectives. Since ERP take accounts of all aspects within a company, students need sufficient background knowledge from almost all management subjects in order to understand an ERP system. Often ERP classes in schools are either too general that no detailed functions are taught or purely based on case studies which result in lack of theoretical principles.Thus, this course is structured in two stages. In the first stage, you will learn the theories applied in ERPs, and the universal business processes in companies. You will also practice on an open source ERP system (ERP5). In the second stage, with the help of a questionnaire developed by ERP5, you will adopt a role of an ERP consultant to conduct an interview with a company of your choice, and analyse the information gained from the interview to perform an ERP implementation configuration.</p><p>In the following sections, we are going to introduce some basic concepts regarding the ERP systems to prepare you for the course, such as what an ERP is, the components of an ERP, and business workflows etc. Let's get started now!</p>
</details>
</section><section class="illustration">
<h1>Requirements</h1>
<img src="http://img.erp5.cn/osoe-erp.101.requirements-screenshot?format=png" type="image/png" title="Requirements" alt="Requirements">
<details open="open">
<p>There are two main requirements for this course. The first one is to have your own ERP5 system (you could either use an online instance or download the ERP5 virtual machine). The second requirement is to find a company for your ERP configuration process.</p><p>The best way to understand ERPs is to learn ERP using a real case. Therefore, for this course you need to find a small –to-medium sized business (could also be a non-profit organisation, or a public administration etc.). This business entity will serve as an implementation field. After you finished the first stage, you could apply the knowledge you learned to this implementation field, and try to configure the categories for ERP implementation.</p><p>For students, it will be a unique opportunity to learn what ERP consultants do for ERP implementation in companies. For companies you found, they will have the opportunity to gain more insights about their business processes, receive precious advices on how they could improve their business processes, and improve their performance.</p><p>The configuration process of this course only requires a configuration spreadsheet. It is a straightforward method and easier for the students to understand from the technical point of view. From the user point of view, this simple configuration method could completely change the way how an ERP is perceived. In the end, your configuration should match the actual business environment of the company, and become usable for an ERP implementation.</p>
</details>
</section><section class="screenshot">
<h1>ERP Facts</h1>
<img src="http://img.erp5.cn/user-OSOE.Erp.Facts?format=png" type="image/png" title="ERP Facts" alt="ERP Facts">
<a href="http://www.forbes.com/sites/louiscolumbus/2013/06/18/gartner-predicts-crm-will-be-a-36b-market-by-2017/">Gartner, 2013.</a><details open="open">
<p>Enterprise sales of ERP systems will grow to $34.3B in 2017, attaining a 6.7% CAGR in the forecast period of 2011 to 2017. CRM is projected to be $35.5B by 2017, attaining a CAGR of 9.1% from 2011 to 2017.</p><p>What kinds of business need an ERP? How much does an ERP cost? How long does ERP implementation process take? Is it risky to implement an ERP? And are there any alternatives? These questions are what we are going to try to answer before we explain in details what an ERP is.</p>
</details>
</section><section class="illustration">
<h1>Who needs an ERP ?</h1>
<img alt="Who needs an ERP" title="Who needs an ERP" src="http://img.erp5.cn/osoe-who.needs.an.erp-screenshot?format=png" type="image/png">
<details open="open">
<p>All businesses, government institutions, and non-profit organisations could use an ERP to manage their daily operations. An ERP systems can manage human resources, products and materials, purchases and sales, finance and almost all other aspects within a business entity. Even though today more and more transactions are done electronically in companies, which is much efficient than traditional paper recording. However, the efficiency of using separated applications for different business processes is not comparable to having an integrated ERP system. Especially for large organisations, ERP has become an essential success factor. It could drastically increase productivity, reduce errors, and decrease manual workload.</p><p>An ERP could take the form of a “Common Off-Shelve Package” or a custom software. It could be a centralised piece of software or a collection of components with interfaces. What remains common is that it provides a place for people to share and relate business documents.</p>
</details>
</section><section class="illustration">
<h1>Who does not need an ERP ?</h1>
<img alt="Who dont need an ERP" title="Who dont need an ERP" src="http://img.erp5.cn/osoe-who.dont.needs.an.erp-screenshot?format=png" type="image/png">
<details open="open">
<p>Of course private households do not require ERPs. One-man businesses or small businesses probably do not need to use ERPs. As long as the amount of business documents remains small, there is no need to use an ERP system, or maybe any software systems. For example, a private business consultants who sells 5 contracts per year doesn't need to use any software to track transactions since his/her brain can function faster.</p><p>Very often in small businesses, physical tools are more efficient than software, as long as people trust each other. The "Kanban" system which was introduced in Japan is a perfect example of a management system based on tangible tools which defeated an approach based on software and mathematics.</p><p>Having these considerations in mind is very important in terms of ERP implementation. Not everything needs to be put into ERP. Some parts of a business can be kept outside the ERP, using paper, binders, drawers or, simply, human brain. You need to keep in mind that the more features an ERP has, the more time consuming to implement the system, and the longer time needed to teach or make users adopt. Thus, priorities need to be set when implementing an ERP system. Only the ones could bring most return should be integrated in an ERP system. Keeping an ERP configuration lean and simple, using only parts of an ERP can sometimes be more efficient than trying to do everything with an ERP.</p>
</details>
</section><section class="screenshot">
<h1>Key Players</h1>
<img src="http://img.erp5.cn/osoe-key.players?format=png" alt="Key Players" title="Key Players">
<a href="https://www.gartner.com/doc/2477517/market-share-analysis-erp-software">Gartner, 2014.</a><details open="open">
<p>The leader among all ERP providers is currently SAP. It is a German company that considered as the 2nd or 3rd biggest software company in the world after Microsoft. The most powerful competitor of SAP is Oracle.</p><p>SAP is definitely the reference ERP. It is used in most large corporations. However, that does not mean that corporations that use SAP do not use another ERP system. EADS for example is an SAP shop. However, Infoterra, a subsidiary of EADS uses ERP5, an open source ERP, for part of its business. In reality, implementing the same single ERP for all business units and subsidiaries of a large company is nearly impossible due to the perpetual changes of the corporate structure and business processes. Commonly in large companies they have “plurality of ERPs”. Normally, only the financial part of the ERP is consolidated in the same ERP instance across all business units and subsidiaries.</p><p>In terms of ERPs in small-to-medium sized companies, things are different. Because there is more consistency in these companies than in large multinational companies, it is possible to unify all business activities within the same ERP and improve efficiency through the unification.</p>
</details>
</section><section class="illustration">
<h1>How much does an ERP cost?</h1>
<img alt="The Cost" title="The Cost" src="http://img.erp5.cn/osoe-the.erp.cost-screenshot?format=png" type="image/png">
<details open="open">
<p>An ERP system costs normally range from 0 to 2000EUR/ user (open source ERPs are cost-free). ERP license often needs to be renewed every year at a cost that amounts from 10% to 20% of the initial license fee.</p>
</details>
</section><section class="illustration">
<h1>How much is an implementation?</h1>
<img alt="The Implementation" title="The Implementation" src="http://img.erp5.cn/osoe-how.mush.implementation-screenshot?format=png" type="image/png">
<details open="open">
<p>Most costs of an ERP lie in the implementation process. The total implementation cost of an ERP is usually estimated from 2 workdays to 6 workdays per employee in a company. This is approximately equivalent to 1% to 3% of the company turnover or to 1,000 EUR to 3,000 EUR per employee.</p><p>If we translate these figures to a small company (6 people), we will find that implementing an ERP costs about 10,000 EUR or 20 man-days. In a large organisation with 1,000 employees, an ERP will implementation will quickly reach 2,000 man-days or 1,000,000 EUR. In a large multinational with 100,000 employees, an ERP implementation can quickly surpass 100,000 man-days and 100,000,000 EUR.</p><p>The cost of buying an ERP is mainly the time spent in customizing a given ERP, which is similar in small and medium sized companies.</p><p>As a result, ERPs are not often used in small companies since the profit is so small that few people would invest time in promoting them to small companies.</p>
</details>
</section><section class="illustration">
<h1>What is the success rate?</h1>
<img alt="What is the success rate?" title="What is the success rate?" src="http://img.erp5.cn/osoe-what.is.success.rate-screenshot?format=png" type="image/png">
<br>
<a href="https://www.erp5.com/allerp.pdf">allerp.pdf</a><details open="open">
<p>The “Mourlon Neyer” report is one of the best sources to understand the risks of ERP implementation. As a rule of thumb, 50% ERP projects fail, they cost 3 times the expected costs and take twice longer than planned.</p><p>The reasons for failure are very seldom related to the ERP software itself, but rather to the abnormal behaviour of clients of consultants. However, because clients and consultants seldom accept to recognize their own mistakes, the ERP software is often blamed for the failure of the project. Thus, the current ERP market is dominated by a few well-known brands because only they could survive with a failure rate of 50% or more. In this environment, the ERP implementation process is also strictly controlled by these few providers.</p><p>The most common reasons for ERP failures are: 1) the clients do not know precisely what they want to achieve with the help of an ERP system; 2) the consults do not have a clear idea of what an ERP can do. This problem is well known in management under the name “Limited Rationality”, a decision theory which explains how and why organisations do not take the most rational decisions.</p><p>This happens a lot when a company outsources its ERP requirement specifications to a junior consultant who knows little about the company’s business. Under these specifications, the implemented ERP is of course of little use and help to the business.</p>
</details>
</section><section class="illustration">
<h1>Are there alternatives?</h1>
<img alt="ERP5 alternatives" title="ERP5 alternatives" src="http://img.erp5.cn/osoe-are.there.alternatives-screenshot?format=png" type="image/png">
<details open="open">
<p>The reasons which lead to ERP project failure are fundamental-failures related to human nature rather than to technology. Thus, it makes many managers scared to adopt any ERP. Instead, they build an information system out of independent components which are then integrated in a way. In such a system, usually each individual component can function well. However, since these components have different interfaces, they normally cause troubles (sources of turnover for service companies). The SOA approach can be considered as one of the examples of interfacing components rather than implementing an integrated ERP. However, this alternative is not in the core an integrated system, rather an aggregation of components.</p><p>
<strong>Another alternative nowadays to closed source ERPs is: open source ERPs.</strong>
They can help certain project succeed by providing more flexibility. But of course they can also lead to failures if this flexibility is abused by unskilled consultants. Open Source ERPs are also an excellent way to create a simple prototype in short time at low cost, because there are no license costs. Using an Open Source ERP to create a “Less is More” prototype is therefore probably the safest way to adopt an ERP.
</p>
</details>
</section><section class="screenshot">
<h1>What is an ERP?</h1>
<img alt="What is an ERP?" title="What is an ERP?" src="http://img.erp5.cn/osoe-what.is.an.erp-screenshot?format=png" type="image/png">
<details open="open">
<p>The definition of an ERP is quite vague. For some people, it is only a matter of using the same database. But what happens if an ERP is based on distributed web services, is it still an ERP? For others, it is a matter of using only a single data model. But what happens if ERPs share the same database yet use 100 different data models for the same function?</p><p>Some say that MRP is the key criteria to identify an ERP. However MRP is only used for production. Is an ERP used in trade still an ERP? Is CRM part of an ERP? What about knowledge management and e-commerce?</p><p>As we can see, the definition of an ERP is very vague. So let us analyse one by one the different approaches to characterize an ERP.</p>
</details>
</section><section class="illustration">
<h1>A Unified Database</h1>
<img alt="Unified Database" title="Unified Database" src="http://img.erp5.cn/osoe-unified.database-screenshot?format=png" type="image/png">
<details open="open">
<p>Some people consider that a software is an ERP if it hosts all different business information in a single database. However, that does not say how many tables are used and how they are used.</p><p>If we follow this definition, the combination of an online shop, an accounting software, and of a HR software that uses the same MySQL database is an ERP. The combination of 100 independent software, each of which uses 100 tables, is also an ERP in that sense. Well, this definition is at least consistent with the way leading “legacy ERPs” are built: a collection of independent software, relying on more than 22,000 tables in a database with an integration system based in a batch technology which copies information between tables.</p><p>However, this is only a matter of level of integration. For example, an ERP like ERP5 uses less than 10 tables, yet can do the same as those which are using 22,000 tables. And some management systems are not based on relational database but on object database (ex. ZODB) or even on distributed object databases (ex. Erlang based systems).</p><p>
<strong>We could therefore claim that “a unified access to business data” is a required characteristic of an ERP, without saying how data is accessed.</strong>
</p>
</details>
</section><section class="illustration">
<h1>Single Software / Wide Coverage</h1>
<img alt="Single Software / Wide Coverage" title="Single Software / Wide Coverage" src="http://img.erp5.cn/osoe-singlesoftware.widecoverage-screenshot?format=png" type="image/png">
<details open="open">
<p>Some people consider that an ERP is an integrated business software which combines at least accounting, purchase, sales, invoicing, inventory and possibly human resources, project management, production management, customer relation management, and document management, etc. In short, an ERP is a software which can be used to “do everything in the same place”.</p><p>This definition is in line with the kind of integration which is provided by leading ERPs and ERP brands. However, it excludes the factor that the integrated business systems are made of the collection of various components from different suppliers.</p><p>And it is actually not “do everything in the same place”, but rather using a common appearance or a common user interface for different components. Some business systems that are made of the collection of independent software, can be better integrated than single brand ERPs, and can provide better productivity because of better automation of workflows.</p><p>
<strong>We could therefore claim that “a wide functional coverage” is another required characteristic of an ERP, without saying how this coverage is achieved.</strong>
</p>
</details>
</section><section class="illustration">
<h1>
Everyone <u>Must</u> Use it
</h1>
<img alt="Everyonce <u>Must</u> Use it" title="Everyonce <u>Must</u> Use it" src="http://img.erp5.cn/osoe-everyone.must.use.it-screenshot?format=jpg" type="image/png">
<details open="open">
<p>Accounting software is used by accountants. Sales software is used by sales. And shipping software is used by warehouse people.</p><p>
On the other hand, <strong>an ERP is used by people with different functions</strong>
in the company. This is another characteristics of ERP vs. specialised business software.
</p>
</details>
</section><section class="illustration">
<h1>Business Workflow</h1>
<img alt="Business Workflow" title="Business Workflow" src="http://img.erp5.cn/osoe-business.workflow-screenshot?format=jpg" type="image/png">
<details open="open">
<p>Workflow is a key term in ERP. There are different types of workflows. They are normally represented by a state diagram.</p><p>“Activity workflows” or “business process” models are related to the sequence of activities. For example, all activities related to an order, the activities could be process order, prepare goods, deliver, issue invoice etc.</p>
“Supply chain workflows” define how materials circulate in a production workshop. For example, how components are assembled, and where. They normally involve suppliers and partners of the company.
<p></p><p>“Document workflows” are used to track the decision process related to a given business document, such as an order or an invoice.</p><p>There three types of workflows described above are almost implemented in all ERPs, either in an implicit and hard coded way, or in an explicit and configurable way.</p><p>
<strong>We could therefore claim that “providing work-flows for BPM, Supply Chain and Decision Making” is a required characteristic of an ERP, without defining whether such workflows are implicit or explicit</strong>
. However, keep in mind that explicit and configurable workflows are much more flexible.
</p>
</details>
</section><section class="illustration">
<h1>Past, Present and Future</h1>
<img alt="Past, Present and Future" title="Past, Present and Future" src="http://img.erp5.cn/osoe-past.present.future-screenshot?format=png" type="image/png">
<details open="open">
<p>ERPs are expected to provide the management of a company the current states of everything of importance that happening in the company now, and subsequently aid in decision making process. In order to have a good overview, management of large companies are normally interested in implementing a group-wide ERP that spreads across all subsidiaries and business units. ERP vendors are of course aware of this “interest”, they often sell ERPs as an enabling tool for big brother wannabes.</p><p>Besides providing a unified access to business data, ERP usually offer various reporting features which can synthesize the current status of a corporation and provide predictions on the future based on various business rules.</p><p>
<strong>We could therefore claim that “providing synthetic reports on the past, present and future” is a required characteristic of an ERP.</strong>
However, in reality, often only the past is provided by ERP. If the ERP can provide an accurate state of the present, it is already a sign of a successful implementation. If the ERP pointed the right direction to the future, it is an exceptional implementation.
</p>
</details>
</section><section class="illustration">
<h1>MRP: What Makes ERP So Different</h1>
<img alt="MRP: What Makes ERP So Different" title="MRP: What Makes ERP So Different" src="http://img.erp5.cn/osoe-what.makes.erp.different-screenshot?format=png" type="image/png">
<details open="open">
<p>ERP was originally built around a management theory known as “MRP”, which stands for Material Resource Planning.</p><p>In 50s and 60s, the manufacturing industry was booming and was always looking for new ways of organising production. It was a time when mathematics in general, operational research in particular, were expected to solve all management problems.</p><p>MRP was one of the simple mathematical models which was adopted and implemented in software used in the field of production management. Nowadays it becomes the core of any ERP systems.</p><p>Other more complex models, such as constraint programming, operation research, linear programming are not as widely used as MRP, and often fail. Recently, management of companies has been increasingly relying on more ad-hoc lean management techniques, such as “kan ban” and “just in time”, created and implemented by the Japanese industry, rather than on pure mathematical approaches which were initiated in Europe and US. Yet, MRP is the one remaining mathematical model which is still widely accepted.</p><p>
<strong>We could therefore claim that “implemented kind of as MRP” is a required characteristic of an ERP.</strong>
</p>
</details>
</section><section class="illustration">
<h1>MRP1: Materials</h1>
<img alt="MRP1: Materials" title="MRP1: Materials" src="http://img.erp5.cn/osoe-mrp1.meterials-screenshot?format=jpg" type="image/png">
<details open="open">
<p>The first type of MRP that we are going to introduce you is also called “MRP1”. Its focus is on materials.</p><p>The idea is simple. If we know that a client will order 100 goods, then we need to produce 100 goods. If producing 1 good requires 10 components of type A and 20 components of type B, then producing 100 goods requires 1000 of A and 2000 of B.</p>
If the inventory of A is 500, in order to have enough material to produce 100 goods, we know that we need to order at least 500 items of A.
<p></p><p>Even though in reality things are normally more complex (e.g. parallel productions, planning of purchase orders), the principles are the same. MRP calculation can tell you how much materials need to be purchased and at what point of time, so that production can happen on time.</p><p>The MRP calculation can be based on different assumptions. For example, one assumption is liquidity optimization, which means order as late as possible. This is the “just in time” way. Another assumption is to get maximum discounts by ordering as many as possible for a single item. This way is more commonly used when MRP was firstly introduced in the 60s.</p>
</details>
</section><section class="illustration">
<h1>MRP2: Resources at Large</h1>
<img alt="MRP2: Resources at Large" title="MRP2: Resources at Large" src="http://img.erp5.cn/osoe-mrp2.resources.large-screenshot?format=png" type="image/png">
<details open="open">
<p>The idea of MRP2 was introduced later. Some scholars claim that the meaning of “M” changed from “Material” to “Management” or “Manufacturing”.</p><p>
Rather than only considering materials, MRP2 takes into account cash, machines, and workers etc. It also provides a framework to optimise resources based on numerous management goals.
With MRP2, it is for example possible to plan sales orders, purchase orders, inventory, and future cash flows. The combination of MRP2 with global optimisation can be useful for making decisions regarding whether to order big batches now or small batches over time.
</p><p>Constraints, such as cash constraints, and workforce constraints are also introduced in the equation to help making better decisions. This is what is called “finite resource planification” in ERPs. It is said to be the most advanced planning tool. However, sadly it is rarely used. The reasons are the same: too much mathematics, too far from reality.</p><p>This is why another approach is often used instead: user interface tools which use graphics and colors to represent the different constraints in production.</p>
</details>
</section><section class="">
<h1>ERP Extension: CRM</h1>
<img src="http://img.erp5.cn/osoe-erp.extension-crm-screenshot?format=png" type="image/png">
<details open="open">
<p>The above sections described core characteristics of an ERP system. Modern ERPs include however much more than just unified database, wide functional coverage, work-flows, and MRP. They also extended the functional scope to cover CRM, KM and etc.</p><p>CRM stands for “Customer Relation Management”. The idea of CRM is quite simple: to collect and present all information related to a client.</p><p>In a pure ERP system, such information are the person’s contact, orders, invoices and such. CRM extends the information to include events and tickets. Events represent each contact made with a customer: a phone call, a visit, an email and so on. Tickets represent the specific interaction types with a customer. For example, a customer received the product he ordered, but he don’t know how to use the product, then he may ask for help. In this case, a support ticket should be opened in the CRM. All actions (events) which may happen in order to help this customer, e.g. emails, phone calls, and etc.) should be attached to this support ticket. Once the problem is resolved, the ticket can be closed.</p><p>Such information are normally hosted at the same location as the orders, packing lists and invoices because human relations with the customer (events &amp; tickets) are directly related to trade relations with the customer (order, packing list, invoice). CRM can also be used for public relations, sales management, supplier management and so on.</p><p></p><strong>We could therefore claim that “keeping track of the relation history with people” is a frequent characteristic of a modern ERP.</strong>
<p></p>
</details>
</section><section class="illustration">
<h1>ERP Extension: KM</h1>
<img alt="ERP Extension: KM" title="ERP Extension: KM" src="http://img.erp5.cn/osoe-erp.extension-km-screenshot?format=png" type="image/png">
<details open="open">
<p>KM is short for knowledge management. One definition of KM, which many consider as a creation of IBM, is “the right information to the right person at the right time”. Since the ERP is the central piece of software which is used to manage a business, it is significant that such a system can help the users to reach the right information at the right time in order to make the appropriate decisions.</p><p>Moreover, many pure documentary tools, such as PDF, office files, images, videos, are needed to support company activities, for example, the creation of a catalog of products, or project reports. Documents are nowadays an essential part of company management, and in particular for the management of customer/ supplier relationships.</p><p>Many ERPs use a document management module. The difference between “Document Management” and “Knowledge Management” is subtle: the first indicates that documentary information is “available or archived somewhere” while the latter focuses on “providing the right information to the right person at the right time”. This is commonly achieved by integrating the ERP workflows with the human resource management subsystem and the document management system.</p><p>
<strong>We could therefore claim that “handling multimedia documents in relation with people and workflows” is a frequent characteristic of a modern ERP.</strong>
</p>
</details>
</section><section class="illustration">
<h1>ERP + Web = e-business</h1>
<img alt="ERP + Web = e-business" title="ERP + Web = e-business" src="http://img.erp5.cn/osoe-erp..web-ebusiness-screenshot?format=png" type="image/png">
<details open="open">
<p>E-commerce was in 2010 one of the very few fast growing businesses in IT and in industry. More than 1000 different solutions of e-commerce were available, with fantastic open source packages as well.</p><p>However, e-commerce integration was still a dream: people get orders from one place (e.g. Ebay), follow clients on another place (e.g. SalesForce CRM) and keep their accounting with Quickbooks. Integration between the different aspects of business, on the Web or offline, was made manually, often in distant countries because of labour costs.</p><p>E-commerce tools therefore have been trying to do more and more: CRM, sales management, accounting and so on, and have been evolving towards ERPs. However, often their architecture and design were not really made for turning into a central management tool. Ten years after the raise of e-commerce, a fully integrated solution which combines ERP, CMS, CRM and e-commerce still seems far away (ERP5 for example uses a few other solutions to support this integration).</p><p>E-business can be seen a combination of e-commerce and an ERP system. It includes e-commerce with a wider coverage. It takes also into consideration the business processes within the company. Since businesses are increasingly relying on outsourcing (also cloud outsourcing as the new tendency), ERP systems are also adapting this tendency and becoming e-business tools.</p><p>
<strong>We could therefore claim that “support of e-business” is a frequent characteristic of a modern ERP.</strong>
</p>
</details>
</section><section class="screenshot">
<h1>One ERP per student programme</h1>
<img alt="One Student One ERP (OSOE) programme" title="One Student One ERP (OSOE) programme" src="http://img.erp5.cn/user-OSOE.Website.Homepage?format=png" type="image/png">
<details open="open">
<p>This closes the introduction session about the ERP concepts. You will understand the ERP concepts more by patiently practicing on a real ERP system, and going into the details of each of its main modules. Many managers dream that ERP is a magical tool that can solves all the managerial problems. This dream could easily turn into a nightmare because of the unrealistic expectations and lack of clear understanding of the capabilities of an ERP system. In this course, each student will have an ERP system to practice on, and the follow-up sessions will guide you through implementing and using ERP with realistic expectations.</p>
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</section>
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<section class="illustration">
<h1>OSOE - ERP 101</h1>
<img alt="OSOE - ERP 101" src="http://img.erp5.cn/osoe-erp-101.cover?format=png" title="OSOE - ERP 101" type="image/png" />
<footer>by <a href="/contact">OSOE Project</a>.</footer>
<details open="true">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>Class requirements</li>
<li>ERP facts</li>
<li>What is an ERP</li>
</ul>
<details open="open">
<p>ERPs are usually considered difficult from both learning and teaching perspectives. Since ERP take accounts of all aspects within a company, students need sufficient background knowledge from almost all management subjects in order to understand an ERP system. Often ERP classes in schools are either too general that no detailed functions are taught or purely based on case studies which result in lack of theoretical principles.Thus, this course is structured in two stages. In the first stage, you will learn the theories applied in ERPs, and the universal business processes in companies. You will also practice on an open source ERP system (ERP5). In the second stage, with the help of a questionnaire developed by ERP5, you will adopt a role of an ERP consultant to conduct an interview with a company of your choice, and analyse the information gained from the interview to perform an ERP implementation configuration.</p>
<p>In the following sections, we are going to introduce some basic concepts regarding the ERP systems to prepare you for the course, such as what an ERP is, the components of an ERP, and business workflows etc. Let&#39;s get started now!</p>
</details>
</section>
<section class="illustration">
<h1>Requirements</h1>
<img alt="Requirements" src="http://img.erp5.cn/osoe-erp.101.requirements-screenshot?format=png" title="Requirements" type="image/png" />
<details open="open">
<p>There are two main requirements for this course. The first one is to have your own ERP5 system (you could either use an online instance or download the ERP5 virtual machine). The second requirement is to find a company for your ERP configuration process.</p>
<p>The best way to understand ERPs is to learn ERP using a real case. Therefore, for this course you need to find a small &ndash;to-medium sized business (could also be a non-profit organisation, or a public administration etc.). This business entity will serve as an implementation field. After you finished the first stage, you could apply the knowledge you learned to this implementation field, and try to configure the categories for ERP implementation.</p>
<p>For students, it will be a unique opportunity to learn what ERP consultants do for ERP implementation in companies. For companies you found, they will have the opportunity to gain more insights about their business processes, receive precious advices on how they could improve their business processes, and improve their performance.</p>
<p>The configuration process of this course only requires a configuration spreadsheet. It is a straightforward method and easier for the students to understand from the technical point of view. From the user point of view, this simple configuration method could completely change the way how an ERP is perceived. In the end, your configuration should match the actual business environment of the company, and become usable for an ERP implementation.</p>
</details>
</section>
<section class="screenshot">
<h1>ERP Facts</h1>
<img alt="ERP Facts" src="http://img.erp5.cn/user-OSOE.Erp.Facts?format=png" title="ERP Facts" type="image/png" /> <a href="http://www.forbes.com/sites/louiscolumbus/2013/06/18/gartner-predicts-crm-will-be-a-36b-market-by-2017/">Gartner, 2013.</a>
<details open="open">
<p>Enterprise sales of ERP systems will grow to $34.3B in 2017, attaining a 6.7% CAGR in the forecast period of 2011 to 2017. CRM is projected to be $35.5B by 2017, attaining a CAGR of 9.1% from 2011 to 2017.</p>
<p>What kinds of business need an ERP? How much does an ERP cost? How long does ERP implementation process take? Is it risky to implement an ERP? And are there any alternatives? These questions are what we are going to try to answer before we explain in details what an ERP is.</p>
</details>
</section>
<section class="illustration">
<h1>Who needs an ERP ?</h1>
<img alt="Who needs an ERP" src="http://img.erp5.cn/osoe-who.needs.an.erp-screenshot?format=png" title="Who needs an ERP" type="image/png" />
<details open="open">
<p>All businesses, government institutions, and non-profit organisations could use an ERP to manage their daily operations. An ERP systems can manage human resources, products and materials, purchases and sales, finance and almost all other aspects within a business entity. Even though today more and more transactions are done electronically in companies, which is much efficient than traditional paper recording. However, the efficiency of using separated applications for different business processes is not comparable to having an integrated ERP system. Especially for large organisations, ERP has become an essential success factor. It could drastically increase productivity, reduce errors, and decrease manual workload.</p>
<p>An ERP could take the form of a &ldquo;Common Off-Shelve Package&rdquo; or a custom software. It could be a centralised piece of software or a collection of components with interfaces. What remains common is that it provides a place for people to share and relate business documents.</p>
</details>
</section>
<section class="illustration">
<h1>Who does not need an ERP ?</h1>
<img alt="Who dont need an ERP" src="http://img.erp5.cn/osoe-who.dont.needs.an.erp-screenshot?format=png" title="Who dont need an ERP" type="image/png" />
<details open="open">
<p>Of course private households do not require ERPs. One-man businesses or small businesses probably do not need to use ERPs. As long as the amount of business documents remains small, there is no need to use an ERP system, or maybe any software systems. For example, a private business consultants who sells 5 contracts per year doesn&#39;t need to use any software to track transactions since his/her brain can function faster.</p>
<p>Very often in small businesses, physical tools are more efficient than software, as long as people trust each other. The &quot;Kanban&quot; system which was introduced in Japan is a perfect example of a management system based on tangible tools which defeated an approach based on software and mathematics.</p>
<p>Having these considerations in mind is very important in terms of ERP implementation. Not everything needs to be put into ERP. Some parts of a business can be kept outside the ERP, using paper, binders, drawers or, simply, human brain. You need to keep in mind that the more features an ERP has, the more time consuming to implement the system, and the longer time needed to teach or make users adopt. Thus, priorities need to be set when implementing an ERP system. Only the ones could bring most return should be integrated in an ERP system. Keeping an ERP configuration lean and simple, using only parts of an ERP can sometimes be more efficient than trying to do everything with an ERP.</p>
</details>
</section>
<section class="screenshot">
<h1>Key Players</h1>
<img alt="Key Players" src="http://img.erp5.cn/osoe-key.players?format=png" title="Key Players" /> <a href="https://www.gartner.com/doc/2477517/market-share-analysis-erp-software">Gartner, 2014.</a>
<details open="open">
<p>The leader among all ERP providers is currently SAP. It is a German company that considered as the 2nd or 3rd biggest software company in the world after Microsoft. The most powerful competitor of SAP is Oracle.</p>
<p>SAP is definitely the reference ERP. It is used in most large corporations. However, that does not mean that corporations that use SAP do not use another ERP system. EADS for example is an SAP shop. However, Infoterra, a subsidiary of EADS uses ERP5, an open source ERP, for part of its business. In reality, implementing the same single ERP for all business units and subsidiaries of a large company is nearly impossible due to the perpetual changes of the corporate structure and business processes. Commonly in large companies they have &ldquo;plurality of ERPs&rdquo;. Normally, only the financial part of the ERP is consolidated in the same ERP instance across all business units and subsidiaries.</p>
<p>In terms of ERPs in small-to-medium sized companies, things are different. Because there is more consistency in these companies than in large multinational companies, it is possible to unify all business activities within the same ERP and improve efficiency through the unification.</p>
</details>
</section>
<section class="illustration">
<h1>How much does an ERP cost?</h1>
<img alt="The Cost" src="http://img.erp5.cn/osoe-the.erp.cost-screenshot?format=png" title="The Cost" type="image/png" />
<details open="open">
<p>An ERP system costs normally range from 0 to 2000EUR/ user (open source ERPs are cost-free). ERP license often needs to be renewed every year at a cost that amounts from 10% to 20% of the initial license fee.</p>
</details>
</section>
<section class="illustration">
<h1>How much is an implementation?</h1>
<img alt="The Implementation" src="http://img.erp5.cn/osoe-how.mush.implementation-screenshot?format=png" title="The Implementation" type="image/png" />
<details open="open">
<p>Most costs of an ERP lie in the implementation process. The total implementation cost of an ERP is usually estimated from 2 workdays to 6 workdays per employee in a company. This is approximately equivalent to 1% to 3% of the company turnover or to 1,000 EUR to 3,000 EUR per employee.</p>
<p>If we translate these figures to a small company (6 people), we will find that implementing an ERP costs about 10,000 EUR or 20 man-days. In a large organisation with 1,000 employees, an ERP will implementation will quickly reach 2,000 man-days or 1,000,000 EUR. In a large multinational with 100,000 employees, an ERP implementation can quickly surpass 100,000 man-days and 100,000,000 EUR.</p>
<p>The cost of buying an ERP is mainly the time spent in customizing a given ERP, which is similar in small and medium sized companies.</p>
<p>As a result, ERPs are not often used in small companies since the profit is so small that few people would invest time in promoting them to small companies.</p>
</details>
</section>
<section class="illustration">
<h1>What is the success rate?</h1>
<img alt="What is the success rate?" src="http://img.erp5.cn/osoe-what.is.success.rate-screenshot?format=png" title="What is the success rate?" type="image/png" /><br />
<a href="https://www.erp5.com/allerp.pdf">allerp.pdf</a>
<details open="open">
<p>The &ldquo;Mourlon Neyer&rdquo; report is one of the best sources to understand the risks of ERP implementation. As a rule of thumb, 50% ERP projects fail, they cost 3 times the expected costs and take twice longer than planned.</p>
<p>The reasons for failure are very seldom related to the ERP software itself, but rather to the abnormal behaviour of clients of consultants. However, because clients and consultants seldom accept to recognize their own mistakes, the ERP software is often blamed for the failure of the project. Thus, the current ERP market is dominated by a few well-known brands because only they could survive with a failure rate of 50% or more. In this environment, the ERP implementation process is also strictly controlled by these few providers.</p>
<p>The most common reasons for ERP failures are: 1) the clients do not know precisely what they want to achieve with the help of an ERP system; 2) the consults do not have a clear idea of what an ERP can do. This problem is well known in management under the name &ldquo;Limited Rationality&rdquo;, a decision theory which explains how and why organisations do not take the most rational decisions.</p>
<p>This happens a lot when a company outsources its ERP requirement specifications to a junior consultant who knows little about the company&rsquo;s business. Under these specifications, the implemented ERP is of course of little use and help to the business.</p>
</details>
</section>
<section class="illustration">
<h1>Are there alternatives?</h1>
<img alt="ERP5 alternatives" src="http://img.erp5.cn/osoe-are.there.alternatives-screenshot?format=png" title="ERP5 alternatives" type="image/png" />
<details open="open">
<p>The reasons which lead to ERP project failure are fundamental-failures related to human nature rather than to technology. Thus, it makes many managers scared to adopt any ERP. Instead, they build an information system out of independent components which are then integrated in a way. In such a system, usually each individual component can function well. However, since these components have different interfaces, they normally cause troubles (sources of turnover for service companies). The SOA approach can be considered as one of the examples of interfacing components rather than implementing an integrated ERP. However, this alternative is not in the core an integrated system, rather an aggregation of components.</p>
<p><strong>Another alternative nowadays to closed source ERPs is: open source ERPs.</strong> They can help certain project succeed by providing more flexibility. But of course they can also lead to failures if this flexibility is abused by unskilled consultants. Open Source ERPs are also an excellent way to create a simple prototype in short time at low cost, because there are no license costs. Using an Open Source ERP to create a &ldquo;Less is More&rdquo; prototype is therefore probably the safest way to adopt an ERP.</p>
</details>
</section>
<section class="screenshot">
<h1>What is an ERP?</h1>
<img alt="What is an ERP?" src="osoe-what.is.an.erp-screenshot.new?format=png" title="What is an ERP?" type="image/png" />
<details open="open">
<p>The definition of an ERP is quite vague. For some people, it is only a matter of using the same database. But what happens if an ERP is based on distributed web services, is it still an ERP? For others, it is a matter of using only a single data model. But what happens if ERPs share the same database yet use 100 different data models for the same function?</p>
<p>Some say that MRP is the key criteria to identify an ERP. However MRP is only used for production. Is an ERP used in trade still an ERP? Is CRM part of an ERP? What about knowledge management and e-commerce?</p>
<p>As we can see, the definition of an ERP is very vague. So let us analyse one by one the different approaches to characterize an ERP.</p>
</details>
</section>
<section class="illustration">
<h1>A Unified Database</h1>
<img alt="Unified Database" src="http://img.erp5.cn/osoe-unified.database-screenshot?format=png" title="Unified Database" type="image/png" />
<details open="open">
<p>Some people consider that a software is an ERP if it hosts all different business information in a single database. However, that does not say how many tables are used and how they are used.</p>
<p>If we follow this definition, the combination of an online shop, an accounting software, and of a HR software that uses the same MySQL database is an ERP. The combination of 100 independent software, each of which uses 100 tables, is also an ERP in that sense. Well, this definition is at least consistent with the way leading &ldquo;legacy ERPs&rdquo; are built: a collection of independent software, relying on more than 22,000 tables in a database with an integration system based in a batch technology which copies information between tables.</p>
<p>However, this is only a matter of level of integration. For example, an ERP like ERP5 uses less than 10 tables, yet can do the same as those which are using 22,000 tables. And some management systems are not based on relational database but on object database (ex. ZODB) or even on distributed object databases (ex. Erlang based systems).</p>
<p><strong>We could therefore claim that &ldquo;a unified access to business data&rdquo; is a required characteristic of an ERP, without saying how data is accessed.</strong></p>
</details>
</section>
<section class="illustration">
<h1>Single Software / Wide Coverage</h1>
<img alt="Single Software / Wide Coverage" src="http://img.erp5.cn/osoe-singlesoftware.widecoverage-screenshot?format=png" title="Single Software / Wide Coverage" type="image/png" />
<details open="open">
<p>Some people consider that an ERP is an integrated business software which combines at least accounting, purchase, sales, invoicing, inventory and possibly human resources, project management, production management, customer relation management, and document management, etc. In short, an ERP is a software which can be used to &ldquo;do everything in the same place&rdquo;.</p>
<p>This definition is in line with the kind of integration which is provided by leading ERPs and ERP brands. However, it excludes the factor that the integrated business systems are made of the collection of various components from different suppliers.</p>
<p>And it is actually not &ldquo;do everything in the same place&rdquo;, but rather using a common appearance or a common user interface for different components. Some business systems that are made of the collection of independent software, can be better integrated than single brand ERPs, and can provide better productivity because of better automation of workflows.</p>
<p><strong>We could therefore claim that &ldquo;a wide functional coverage&rdquo; is another required characteristic of an ERP, without saying how this coverage is achieved.</strong></p>
</details>
</section>
<section class="illustration">
<h1>Everyone <u>Must</u> Use it</h1>
<img alt="Everyonce &lt;u&gt;Must&lt;/u&gt; Use it" src="http://img.erp5.cn/osoe-everyone.must.use.it-screenshot?format=jpg" title="Everyonce &lt;u&gt;Must&lt;/u&gt; Use it" type="image/png" />
<details open="open">
<p>Accounting software is used by accountants. Sales software is used by sales. And shipping software is used by warehouse people.</p>
<p>On the other hand, <strong>an ERP is used by people with different functions</strong> in the company. This is another characteristics of ERP vs. specialised business software.</p>
</details>
</section>
<section class="illustration">
<h1>Business Workflow</h1>
<img alt="Business Workflow" src="http://img.erp5.cn/osoe-business.workflow-screenshot?format=jpg" title="Business Workflow" type="image/png" />
<details open="open">
<p>Workflow is a key term in ERP. There are different types of workflows. They are normally represented by a state diagram.</p>
<p>&ldquo;Activity workflows&rdquo; or &ldquo;business process&rdquo; models are related to the sequence of activities. For example, all activities related to an order, the activities could be process order, prepare goods, deliver, issue invoice etc.</p>
&ldquo;Supply chain workflows&rdquo; define how materials circulate in a production workshop. For example, how components are assembled, and where. They normally involve suppliers and partners of the company.
<p>&nbsp;</p>
<p>&ldquo;Document workflows&rdquo; are used to track the decision process related to a given business document, such as an order or an invoice.</p>
<p>There three types of workflows described above are almost implemented in all ERPs, either in an implicit and hard coded way, or in an explicit and configurable way.</p>
<p><strong>We could therefore claim that &ldquo;providing work-flows for BPM, Supply Chain and Decision Making&rdquo; is a required characteristic of an ERP, without defining whether such workflows are implicit or explicit</strong> . However, keep in mind that explicit and configurable workflows are much more flexible.</p>
</details>
</section>
<section class="illustration">
<h1>Past, Present and Future</h1>
<img alt="Past, Present and Future" src="http://img.erp5.cn/osoe-past.present.future-screenshot?format=png" title="Past, Present and Future" type="image/png" />
<details open="open">
<p>ERPs are expected to provide the management of a company the current states of everything of importance that happening in the company now, and subsequently aid in decision making process. In order to have a good overview, management of large companies are normally interested in implementing a group-wide ERP that spreads across all subsidiaries and business units. ERP vendors are of course aware of this &ldquo;interest&rdquo;, they often sell ERPs as an enabling tool for big brother wannabes.</p>
<p>Besides providing a unified access to business data, ERP usually offer various reporting features which can synthesize the current status of a corporation and provide predictions on the future based on various business rules.</p>
<p><strong>We could therefore claim that &ldquo;providing synthetic reports on the past, present and future&rdquo; is a required characteristic of an ERP.</strong> However, in reality, often only the past is provided by ERP. If the ERP can provide an accurate state of the present, it is already a sign of a successful implementation. If the ERP pointed the right direction to the future, it is an exceptional implementation.</p>
</details>
</section>
<section class="illustration">
<h1>MRP: What Makes ERP So Different</h1>
<img alt="MRP: What Makes ERP So Different" src="http://img.erp5.cn/osoe-what.makes.erp.different-screenshot?format=png" title="MRP: What Makes ERP So Different" type="image/png" />
<details open="open">
<p>ERP was originally built around a management theory known as &ldquo;MRP&rdquo;, which stands for Material Resource Planning.</p>
<p>In 50s and 60s, the manufacturing industry was booming and was always looking for new ways of organising production. It was a time when mathematics in general, operational research in particular, were expected to solve all management problems.</p>
<p>MRP was one of the simple mathematical models which was adopted and implemented in software used in the field of production management. Nowadays it becomes the core of any ERP systems.</p>
<p>Other more complex models, such as constraint programming, operation research, linear programming are not as widely used as MRP, and often fail. Recently, management of companies has been increasingly relying on more ad-hoc lean management techniques, such as &ldquo;kan ban&rdquo; and &ldquo;just in time&rdquo;, created and implemented by the Japanese industry, rather than on pure mathematical approaches which were initiated in Europe and US. Yet, MRP is the one remaining mathematical model which is still widely accepted.</p>
<p><strong>We could therefore claim that &ldquo;implemented kind of as MRP&rdquo; is a required characteristic of an ERP.</strong></p>
</details>
</section>
<section class="illustration">
<h1>MRP1: Materials</h1>
<img alt="MRP1: Materials" src="http://img.erp5.cn/osoe-mrp1.meterials-screenshot?format=jpg" title="MRP1: Materials" type="image/png" />
<details open="open">
<p>The first type of MRP that we are going to introduce you is also called &ldquo;MRP1&rdquo;. Its focus is on materials.</p>
<p>The idea is simple. If we know that a client will order 100 goods, then we need to produce 100 goods. If producing 1 good requires 10 components of type A and 20 components of type B, then producing 100 goods requires 1000 of A and 2000 of B.</p>
If the inventory of A is 500, in order to have enough material to produce 100 goods, we know that we need to order at least 500 items of A.
<p>&nbsp;</p>
<p>Even though in reality things are normally more complex (e.g. parallel productions, planning of purchase orders), the principles are the same. MRP calculation can tell you how much materials need to be purchased and at what point of time, so that production can happen on time.</p>
<p>The MRP calculation can be based on different assumptions. For example, one assumption is liquidity optimization, which means order as late as possible. This is the &ldquo;just in time&rdquo; way. Another assumption is to get maximum discounts by ordering as many as possible for a single item. This way is more commonly used when MRP was firstly introduced in the 60s.</p>
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</section>
<section class="illustration">
<h1>MRP2: Resources at Large</h1>
<img alt="MRP2: Resources at Large" src="http://img.erp5.cn/osoe-mrp2.resources.large-screenshot?format=png" title="MRP2: Resources at Large" type="image/png" />
<details open="open">
<p>The idea of MRP2 was introduced later. Some scholars claim that the meaning of &ldquo;M&rdquo; changed from &ldquo;Material&rdquo; to &ldquo;Management&rdquo; or &ldquo;Manufacturing&rdquo;.</p>
<p>Rather than only considering materials, MRP2 takes into account cash, machines, and workers etc. It also provides a framework to optimise resources based on numerous management goals. With MRP2, it is for example possible to plan sales orders, purchase orders, inventory, and future cash flows. The combination of MRP2 with global optimisation can be useful for making decisions regarding whether to order big batches now or small batches over time.</p>
<p>Constraints, such as cash constraints, and workforce constraints are also introduced in the equation to help making better decisions. This is what is called &ldquo;finite resource planification&rdquo; in ERPs. It is said to be the most advanced planning tool. However, sadly it is rarely used. The reasons are the same: too much mathematics, too far from reality.</p>
<p>This is why another approach is often used instead: user interface tools which use graphics and colors to represent the different constraints in production.</p>
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</section>
<section>
<h1>ERP Extension: CRM</h1>
<img src="http://img.erp5.cn/osoe-erp.extension-crm-screenshot?format=png" type="image/png" />
<details open="open">
<p>The above sections described core characteristics of an ERP system. Modern ERPs include however much more than just unified database, wide functional coverage, work-flows, and MRP. They also extended the functional scope to cover CRM, KM and etc.</p>
<p>CRM stands for &ldquo;Customer Relation Management&rdquo;. The idea of CRM is quite simple: to collect and present all information related to a client.</p>
<p>In a pure ERP system, such information are the person&rsquo;s contact, orders, invoices and such. CRM extends the information to include events and tickets. Events represent each contact made with a customer: a phone call, a visit, an email and so on. Tickets represent the specific interaction types with a customer. For example, a customer received the product he ordered, but he don&rsquo;t know how to use the product, then he may ask for help. In this case, a support ticket should be opened in the CRM. All actions (events) which may happen in order to help this customer, e.g. emails, phone calls, and etc.) should be attached to this support ticket. Once the problem is resolved, the ticket can be closed.</p>
<p>Such information are normally hosted at the same location as the orders, packing lists and invoices because human relations with the customer (events &amp; tickets) are directly related to trade relations with the customer (order, packing list, invoice). CRM can also be used for public relations, sales management, supplier management and so on.</p>
<p>&nbsp;</p>
<strong>We could therefore claim that &ldquo;keeping track of the relation history with people&rdquo; is a frequent characteristic of a modern ERP.</strong>
<p>&nbsp;</p>
</details>
</section>
<section class="illustration">
<h1>ERP Extension: KM</h1>
<img alt="ERP Extension: KM" src="http://img.erp5.cn/osoe-erp.extension-km-screenshot?format=png" title="ERP Extension: KM" type="image/png" />
<details open="open">
<p>KM is short for knowledge management. One definition of KM, which many consider as a creation of IBM, is &ldquo;the right information to the right person at the right time&rdquo;. Since the ERP is the central piece of software which is used to manage a business, it is significant that such a system can help the users to reach the right information at the right time in order to make the appropriate decisions.</p>
<p>Moreover, many pure documentary tools, such as PDF, office files, images, videos, are needed to support company activities, for example, the creation of a catalog of products, or project reports. Documents are nowadays an essential part of company management, and in particular for the management of customer/ supplier relationships.</p>
<p>Many ERPs use a document management module. The difference between &ldquo;Document Management&rdquo; and &ldquo;Knowledge Management&rdquo; is subtle: the first indicates that documentary information is &ldquo;available or archived somewhere&rdquo; while the latter focuses on &ldquo;providing the right information to the right person at the right time&rdquo;. This is commonly achieved by integrating the ERP workflows with the human resource management subsystem and the document management system.</p>
<p><strong>We could therefore claim that &ldquo;handling multimedia documents in relation with people and workflows&rdquo; is a frequent characteristic of a modern ERP.</strong></p>
</details>
</section>
<section class="illustration">
<h1>ERP + Web = e-business</h1>
<img alt="ERP + Web = e-business" src="http://img.erp5.cn/osoe-erp..web-ebusiness-screenshot?format=png" title="ERP + Web = e-business" type="image/png" />
<details open="open">
<p>E-commerce was in 2010 one of the very few fast growing businesses in IT and in industry. More than 1000 different solutions of e-commerce were available, with fantastic open source packages as well.</p>
<p>However, e-commerce integration was still a dream: people get orders from one place (e.g. Ebay), follow clients on another place (e.g. SalesForce CRM) and keep their accounting with Quickbooks. Integration between the different aspects of business, on the Web or offline, was made manually, often in distant countries because of labour costs.</p>
<p>E-commerce tools therefore have been trying to do more and more: CRM, sales management, accounting and so on, and have been evolving towards ERPs. However, often their architecture and design were not really made for turning into a central management tool. Ten years after the raise of e-commerce, a fully integrated solution which combines ERP, CMS, CRM and e-commerce still seems far away (ERP5 for example uses a few other solutions to support this integration).</p>
<p>E-business can be seen a combination of e-commerce and an ERP system. It includes e-commerce with a wider coverage. It takes also into consideration the business processes within the company. Since businesses are increasingly relying on outsourcing (also cloud outsourcing as the new tendency), ERP systems are also adapting this tendency and becoming e-business tools.</p>
<p><strong>We could therefore claim that &ldquo;support of e-business&rdquo; is a frequent characteristic of a modern ERP.</strong></p>
</details>
</section>
<section class="screenshot">
<h1>One ERP per student programme</h1>
<img alt="One Student One ERP (OSOE) programme" src="http://img.erp5.cn/user-OSOE.Website.Homepage?format=png" title="One Student One ERP (OSOE) programme" type="image/png" />
<details open="open">
<p>This closes the introduction session about the ERP concepts. You will understand the ERP concepts more by patiently practicing on a real ERP system, and going into the details of each of its main modules. Many managers dream that ERP is a magical tool that can solves all the managerial problems. This dream could easily turn into a nightmare because of the unrealistic expectations and lack of clear understanding of the capabilities of an ERP system. In this course, each student will have an ERP system to practice on, and the follow-up sessions will guide you through implementing and using ERP with realistic expectations.</p>
</details>
</section>
bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-Event.004.en.html
View file @ d285ed5a
<section class="illustration">
<h1>Session 2: CRM Tickets and Events - Events</h1> <img src="user-Events.Event.Workflow?format=png" type="image/png" alt="Event workflow" title="Event workflow" /> <footer>
by <a href="http://www.osoe-project.org/contact">OSOE Project</a>.
</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section><section>
<h1>Agenda</h1>
<ul>
<li>CRM</li>
<li>Event types</li>
<li>Event natures</li>
<li>One sender / multiple receivers</li>
<li>Keeping track of interactions</li>
<li>The outgoing Event workflow</li>
<li>The incoming Event workflow</li>
<li>How to use worklists</li>
</ul>
<details open="open">
<p>Now we are going to present how a CRM is used to manage the communication within and outside your organsations.</p>
<p> <strong>Note: in this session &quot;CRM Tickets and Events&quot;, we will still use the examples of VIFIB to explain the concepts of &quot;Event&quot;
and &quot;Ticket&quot; which are used to manage the interactions of a company with its contacts. So when you are practicing, please replace VIFIB with the
company you created when you configured your ERP5 instance.</strong> </p>
</details>
</section><section class="illustration">
<h1>CRM</h1> <img src="user-Events.CRM.System.In.ERP5?format=png" type="image/png" alt="CRM system: Person communication" title="Person communication" /> <details open="open">
<p>Due to the number of persons with whom we interact, and the growing number of communication tools of which only few leave a trace (eg, emails), and the difficulty of organising the trace of communication in a central system (eg, Emails are stored in personal mailboxes, Fax in a specific place etc.), the complexity of keeping trace of the communication within and outside of the organisation makes it difficult to learn from our experience and to share all the informations we have about one contact of our organisation. This gave birth to the CRM systems.</p>
<p>CRM stands for Customer Relationship Management. These systems have been created to keep track of every interaction that you have with your customers. Today, many CRM concepts can be applied to other fields. Based on the notion of &quot;Event&quot; and &quot;Ticket&quot;, they can also be used to track other forms of relations, such as your relations with suppliers, staff, media, etc. (eg, the Supplier Relation Management-SRM). So a CRM includes concepts of Events, Campaigns, Meetings, Sale Opportunities and Support Requests, is used for managing all the communication between our organisations and all the contacts.</p>
<p>We will begin with the feature &quot;Event&quot; to explain the process of Customer Relationship Management.</p> </details> </section><section class="illustration">
<h1>Example: Event &quot;SlapOS ongoing!&quot;</h1> <img src="user-Events.Example.SlapOS.Resilient.Cloud.Beta.Developer.Program?format=png" type="image/png" alt="Events example: SlapOS Beta Developer Program" title="Events example: SlapOS Beta Developer Program" /> <details open="open">
<p>
Let's first see a VIFIB Event as an example, and then we will explain in detail how the process of Event works.<br />
In a marketing campaign &quot;Beta Developer Program&quot; which aims to increasing the awareness of SlapOS ( a new open source Cloud developed by VIFIB) by announcing the campaign and hiring software developers, Cédric, the community manager of VIFIB sent an email to his contacts who might be interested in the program and become developers of SlapOS in the future. After these contacts have received the email, they replied to the VIFIB manager by email, which are well stored in the CRM system for future reference.
<br />
The
<strong>Event Title</strong>
is &quot;SlapOS ongoing!&quot;, the
<strong>Sender</strong>
is Cédric de Saint Martin (SlapOS Community Manager from VIFIB), the
<strong>Recipients</strong>
are Cédric's 14 contacts including software developers, company managers, college professors, etc. The
<strong>Event Contents</strong>
are shown in the picture above.
</p> </details> </section><section class="illustration">
<h1>Event types</h1> <img src="user-Events.Event.Types?format=png" type="image/png" alt="Event types" title="Event types" /> <details open="open">
<p>A CRM system uses what we call &quot;Events&quot;. Events are computerised records of every interaction which happens between two or more persons.</p>
<p>In our example, each email sent from one person to another is one Event.</p>
<p>
Each kind of interaction has its own record within the CRM system. We commonly distinguish these kinds of events: When you meet with a client, you can use &quot;<strong>Visit</strong>
&quot;; When you want to add information about the interaction you have with the client, you can use &quot;
<strong>Note</strong>
&quot;; When you have a phone call with someone, you can use &quot;
<strong>Phone Call</strong>
&quot; to write a summary of your conversation during the call; Most CRM systems allow you to directly send emails from the central system to any email address using &quot;
<strong>Mail message</strong>
&quot;, moreover you can also ingest the mails you receive; When you receive many letters or faxes, you can scan them and add them to &quot;
<strong>Letter</strong>
&quot; and &quot;
<strong>Fax</strong>
&quot;; &quot;
<strong>Web Message</strong>
&quot; is isually used when someone outside the company is posting a message on a public web site (like erp5.com); There are also &quot;
<strong>Short Message</strong>
&quot;, &quot;
<strong>Site Message</strong>
&quot;, eg, site message is usually used for to send a message to all users of the ERP system etc.
<br />
Depends on your business you might have more kinds of interactions.
</p>
<p>
In our example of communicating by emails, the <strong>Event Type</strong>
is Mail Messages.
</p> </details> </section><section class="illustration">
<h1>Event nature</h1> <img src="user-Events.Event.Nature?format=png" type="image/png" alt="Event nature" title="Event nature" /> <details open="open">
<p>
Besides different types, the interactions also have different natures.<br />
The nature of an event is classified by its objective: complaint, announcement, advertisement, information, inquiry, spam, etc. We need to classify the events by their natures: an email sent to complain doesn't have the same meaning with an email sent to advertise.
<br />
Depends on your business field, the user of the CRM system will choose to classify the events with their own categories.
</p>
<p>
In our example of the mail message sent by VIFIB manager, the <strong>Event Type</strong>
can be considered as an Information.
</p> </details> </section><section class="illustration">
<h1>One sender/ multiple receivers</h1> <img src="user-Events.One.Sender.Multiple.Receivers?format=png" type="image/png" alt="Events: one sender multiple receivers" title="Events: one sender multiple receivers" /> <details open="open">
<p>
An Event, which is representing a movement of resource (information, inquiry, etc.), is going from someone to one or more recipients. In a CRM, we distinguish the Events not only by their contents, but also by their senders.<br />
The Event always has only one sender, but can have an infinite number of receivers. The same message sent by two persons to one same receiver will be represented as two different Events, while the same message sent from one person to many others will be represented as a single Event.
</p>
<p>In our example, the email sent by the VIFIB manager to his contacts is one single Event because of the same sender, while all those replies are different Events, even though the contents might be the same.</p> </details> </section><section class="illustration">
<h1>Incoming event and outgoing event</h1> <img src="user-Events.Incoming.and.Outgoing.Event?format=png" type="image/png" alt="Incoming and outgoing event" title="Incoming and outgoing event" /> <details open="open">
<p>
Since events all have a sender and a recipient, we can tell in which way the event is going. <br />
We will distinguish incoming events from outgoing events:
<strong>Incoming events</strong>
are events which have been initiated by persons outside the organisation;
<strong>Outgoing events</strong>
go from your organisation to external persons.
<br />
This distinction is really important since you won't handle the same way the preparation of outgoing events and how you take care of incoming events.
</p>
<p>In our example, the Mail Message sent by VIFIB manager is an outgoing Event, while the replies from his contacts are incoming Events.</p> </details> </section><section class="illustration">
<h1>Keeping track of interactions: Event origin</h1> <img src="user-Events.Keep.Tracks.Of.Interactions.Event.Origin?format=png" type="image/png" alt="Keep track of interactions by 'Event Origin'" title="Keep track of interactions by 'Event Origin'" /> <details open="open">
<p>
By linking related Events together using <strong>&quot;Event Origin&quot;</strong>
and
<strong>&quot;Follow Up&quot;</strong>
, you can easily keep track of interactions between your organisation and the external contacts.
</p>
<p> <strong>Firstly, by using &quot;Event Origin&quot;, even complex interaction can also be shown clearly</strong> </p>
<p>
A <strong>single interaction</strong>
happens between only two persons, but it can have various event types (as shown in the left side), according to the needs of the sender and receiver.
</p>
<p>
However, for <strong>complex interactions</strong>
(as shown in the right side), we can have many interlocutors within it, done by different persons inside and outside our organisation, using various communication tools. In this case, if we list the events related to one person, we will only have a partial view of the conversation.
</p>
<p>As we can see in both tables with records of detail discussions happened between VIFIB staff and its customers in subject of a new product offer, the event N°1 is the reason why the customer replied and created the event N°2. So we can say that the event N°1 is the origin of the event N°2.</p>
<p>
So using <strong>&quot;Event Origin&quot;</strong>
can correctly and precisely represent the relation between events.
</p> </details> </section><section class="screenshot">
<h1>Follow up a Ticket</h1> <img src="user-Events.Keep.Tracks.Of.Interactions.Follow.Up.Ticket?format=png" type="image/png" alt="Keep track of interactions by 'Follow Up' a ticket" title="Keep tracks of interactions by 'Follow Up' a ticket" /> <details open="open">
<p> <strong>Secondly,</strong>
an Event can also
<strong>&quot;Follow Up&quot;</strong>
a Ticket, which is a record in the CRM all Events and documents related to the same subject. We will introduce it in the next tutorial.
</p>
<p>
Back to our example, as you can see in the above screenshot, in the detail page of a Event which is a reply email from one contact who got the original mail message from our VIFIB manager, it shows the <strong>Event Origin</strong>
( &quot;SlapOS Ongoing!&quot;) and the Ticket which this Event
<strong>Follow Up</strong>
( &quot;Beta Developer Program&quot;). So these two features help us present complex interactions in a clear way.
<br /> </p> </details> </section><section class="illustration">
<h1>Outgoing Event workflow</h1> <img src="user-Events.Event.Workflow?format=png" type="image/png" alt="Outgoing Event workflow" title="Outgoing Event workflow" />
<details open="open">
<p>The upper part of this illustration shows the workflow of Outgoing Events.</p>
<p>Depending on the assignment you have, you will be able to perform one or many actions on outgoing events.</p>
<p>
The standard process has four steps:<br />
Firstly, you
<strong>create by drafting</strong>
a new Event from the outgoing message's sender's Person File (state
<strong>&quot;draft&quot;</strong>
);
<br />
Secondly, you
<strong>plan</strong>
the Event (same meaning as &quot;request for review&quot; ) (state
<strong>&quot;planned</strong>
&quot;
);
<br />
Thirdly, the manager
<strong>confirms</strong>
the Event ( the manager or the person who is responsible for supervising the operation of this Event ) (state
<strong>&quot;confirmed&quot;</strong>
);
<br />
Finally, you
<strong>send</strong>
the Event (state
&quot;
<strong>sent</strong>
&quot;
).
<br />
If the Event has already been edited and only needs to be sent, you can
<strong>send directly</strong>
after you create the outgoing Event at the state of draft or planned. You can also
<strong>delete</strong>
or
<strong>cancel</strong>
the Event during the process.
</p>
<p>Under the direction of such a workflow, you can manage from a three-person organisation to a big call-center.</p>
</details>
<details open="open">
<p>
In our example, the <strong>Sender</strong>
Cédric de Saint Martin (community manager) created the Event as an
<strong>outgoing</strong>
mail message from his Person File. After drafting the mail, he set the state as &quot;planned&quot;, so the VIFIB director Mr Smets who is responsible for the operation of all the Events can find in his worklist &quot;My Favourites&quot; that he has a &quot;planned&quot; Event to review and approve. When the manager
<strong></strong>
is OK with everything, he will confirm the Event. When Cédric see the Event's state changed from &quot;draft&quot; to &quot;confirmed&quot;, he knows that the mail is approved and ready to be sent. After he sends the email to the
<strong>Receivers</strong>
- his contacts, the Event &quot;SlapOS Ongoing!&quot; would be stated as &quot;sent&quot;, and the Outgoing Event Process is finished.
</p>
</details> </section><section class="screenshot">
<h1>Worklists</h1> <img src="user-Events.Worklist.Outgoing?format=png" type="image/png" alt="Outgoing events worklist" title="Outgoing events worklist" /> <details open="open">
<p>The concept of workflow helps people to understand the entire process of handling Events. But it is abstract. In order to apply the workflow practically and efficiently, we will use the worklists.</p>
<p>
Worklist ( see the Tab <strong>&quot;My Favourites&quot;</strong>
as shown in the screenshot) is a list showing the states of all your Events. The complete worklist of outgoing Events is a list of the standard process: from draft, planned, confirmed to sent Events (as you can see the highlighted part in the list above). The worklist is updated each time when you do a change to your Events. Thanks to this worklist , everyone can access to Events in different states easily, and then they will know what they are supposed to do every day, if they are the assignees or recipients shown in the Events' lists.
<br />
We can take the example of a Call-Center. Everyday, the Call-Center manager will review &quot;Planned&quot; Events and &quot;Confirm&quot; them. The operators will watch the &quot;Confirmed&quot; Events which have to be sent. And once they have emptied the list of Confirmed Events, they finish their tasks.
</p>
<p>In our example, everyday, the VIFIB director Smets who is responsible for the operation of Events has to check &quot;My Favourites&quot; list to see how many &quot;Planned&quot; Events are waiting to be reviewed and confirmed. Among them, he will see the email created by VIFIB community manager Cédric, review it and set it as &quot;Confirmed&quot;. When Cédric checks &quot;My Favourites&quot; list and finds the email has been moved to the &quot;Confirmed&quot; list, he will send it, then the email will go into the &quot;Sent&quot; list.</p>
<p>So the Worklist makes the process precisely and clearly stated, and facilitates the work of everyone.</p> </details> </section><section class="illustration">
<h1>Incoming Event workflow</h1> <img src="user-Events.Event.Workflow?format=png" type="image/png" alt="Incoming Event workflow" title="Incoming Event workflow" />
<details open="open">
<p>
Incoming Events have a different workflow as shown in the second part of this illustration: they can either be created <strong>manually</strong>
(e.g, you can
<strong>input</strong>
an email which is a support request or a reply from a customer to the company as a new incoming Event), or
<strong>automatically</strong>
(e.g, between 2 departments who use the same ERP system, an Event can be exchanged by using the Action
<strong>&quot;Declare as Received&quot;</strong>
. If an Event is initially outgoing for department A - the sender, it becomes incoming Event for department B - the recipient, once A has sent the Event and B declared it as received).
</p>
<p>
The standard process has three steps:<br />
Firstly, you
<strong>create by drafting</strong>
the new Event from the incoming message's sender's Person File (state
&quot;
<strong>draft&quot;</strong>
);
<br />
Secondly, you
<strong>declare the Event as received</strong>
; you can also
<strong>define another recipient</strong>
instead of you (the original recipient), if it is another team member who is responsible to handle the Event
(state
<strong>&quot;received&quot;</strong>
);
<br />
Thirdly, the recipient
<strong>create Follow Up Ticket</strong>
to record all the future interactions related to this Event, then the Event will be delivered automatically; you can also
<strong>deliver</strong>
the Event directly after you receive it (state
&quot;
<strong>delivered&quot;</strong>
).
<br />
If the Event is &quot;Declare as Received&quot; from an outgoing Event which has already been sent by another department of your company, they will be also stated as
<strong>&quot;received&quot;</strong>
, so the process begins from the action
<strong>&quot;create Follow Up Ticket&quot;/ &quot;Deliver the Event</strong>
&quot;.
</p>
<p>
The Final state &quot;delivered&quot; of incoming Event indicates to all the team members that this incoming Event has been acknowledged by the recipient to handle it. &nbsp; <br /> </p>
</details>
<details open="open">
<p>
In our example, after sending the email, VIFIB manager Cédric sent got a reply from one contact. So a new incoming Event will be created. Then the &quot;received&quot; Event can be processed in two ways: either be replied by Cédric the <strong>Recipient</strong>
directly, or be assigned to another person in the Support Team to handle the Event, just by changing the
<strong>Recipient</strong>
and creating a Follow Up Ticket.
</p> </details> </section><section class="screenshot">
<h1>Worklists</h1> <img src="user-Events.Worklist.Incoming?format=png" type="image/png" alt="Incoming events worklist" title="Incoming events worklist" /> <details open="open">
<p>The same as outgoing Events, the worklists will simplify the work and give a good overview of what everyone has to do.</p>
<p>In our example, after sending the email to his contacts, VIFIB manager Cédric has to check the worklist to see if there is any &quot;Received Events to Deliver&quot; which might be the replies from the customers. So he can easily access to them and deal with them more efficiently.</p> </details> </section>
\ No newline at end of file
<section class="illustration">
<h1>Session 2: CRM Tickets and Events - Events</h1>
<img alt="Event workflow" src="user-Events.Event.Workflow?format=png" title="Event workflow" type="image/png" />
<footer>by <a href="http://www.osoe-project.org/contact">OSOE Project</a>.</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>CRM</li>
<li>Event types</li>
<li>Event natures</li>
<li>One sender / multiple receivers</li>
<li>Keeping track of interactions</li>
<li>The outgoing Event workflow</li>
<li>The incoming Event workflow</li>
<li>How to use worklists</li>
</ul>
<details open="open">
<p>Now we are going to present how a CRM is used to manage the communication within and outside your organsations.</p>
<p><strong>Note: in this session &quot;CRM Tickets and Events&quot;, we will still use the examples of VIFIB to explain the concepts of &quot;Event&quot; and &quot;Ticket&quot; which are used to manage the interactions of a company with its contacts. So when you are practicing, please replace VIFIB with the company you created when you configured your ERP5 instance.</strong></p>
</details>
</section>
<section class="illustration">
<h1>CRM</h1>
<img alt="CRM system: Person communication" src="user-Events.CRM.System.In.ERP5?format=png" title="Person communication" type="image/png" />
<details open="open">
<p>Due to the number of persons with whom we interact, and the growing number of communication tools of which only few leave a trace (eg, emails), and the difficulty of organising the trace of communication in a central system (eg, Emails are stored in personal mailboxes, Fax in a specific place etc.), the complexity of keeping trace of the communication within and outside of the organisation makes it difficult to learn from our experience and to share all the informations we have about one contact of our organisation. This gave birth to the CRM systems.</p>
<p>CRM stands for Customer Relationship Management. These systems have been created to keep track of every interaction that you have with your customers. Today, many CRM concepts can be applied to other fields. Based on the notion of &quot;Event&quot; and &quot;Ticket&quot;, they can also be used to track other forms of relations, such as your relations with suppliers, staff, media, etc. (eg, the Supplier Relation Management-SRM). So a CRM includes concepts of Events, Campaigns, Meetings, Sale Opportunities and Support Requests, is used for managing all the communication between our organisations and all the contacts.</p>
<p>We will begin with the feature &quot;Event&quot; to explain the process of Customer Relationship Management.</p>
</details>
</section>
<section class="illustration">
<h1>Example: Event &quot;SlapOS ongoing!&quot;</h1>
<img alt="Events example: SlapOS Beta Developer Program" src="user-Events.Example.SlapOS.Resilient.Cloud.Beta.Developer.Program?format=png" title="Events example: SlapOS Beta Developer Program" type="image/png" />
<details open="open">
<p>Let&#39;s first see a VIFIB Event as an example, and then we will explain in detail how the process of Event works.<br />
In a marketing campaign &quot;Beta Developer Program&quot; which aims to increasing the awareness of SlapOS ( a new open source Cloud developed by VIFIB) by announcing the campaign and hiring software developers, C&eacute;dric, the community manager of VIFIB sent an email to his contacts who might be interested in the program and become developers of SlapOS in the future. After these contacts have received the email, they replied to the VIFIB manager by email, which are well stored in the CRM system for future reference.<br />
The <strong>Event Title</strong> is &quot;SlapOS ongoing!&quot;, the <strong>Sender</strong> is C&eacute;dric de Saint Martin (SlapOS Community Manager from VIFIB), the <strong>Recipients</strong> are C&eacute;dric&#39;s 14 contacts including software developers, company managers, college professors, etc. The <strong>Event Contents</strong> are shown in the picture above.</p>
</details>
</section>
<section class="illustration">
<h1>Event types</h1>
<img alt="Event types" src="user-Events.Event.Types?format=png" title="Event types" type="image/png" />
<details open="open">
<p>A CRM system uses what we call &quot;Events&quot;. Events are computerised records of every interaction which happens between two or more persons.</p>
<p>In our example, each email sent from one person to another is one Event.</p>
<p>Each kind of interaction has its own record within the CRM system. We commonly distinguish these kinds of events: When you meet with a client, you can use &quot;<strong>Visit</strong> &quot;; When you want to add information about the interaction you have with the client, you can use &quot; <strong>Note</strong> &quot;; When you have a phone call with someone, you can use &quot; <strong>Phone Call</strong> &quot; to write a summary of your conversation during the call; Most CRM systems allow you to directly send emails from the central system to any email address using &quot; <strong>Mail message</strong> &quot;, moreover you can also ingest the mails you receive; When you receive many letters or faxes, you can scan them and add them to &quot; <strong>Letter</strong> &quot; and &quot; <strong>Fax</strong> &quot;; &quot; <strong>Web Message</strong> &quot; is isually used when someone outside the company is posting a message on a public web site (like erp5.com); There are also &quot; <strong>Short Message</strong> &quot;, &quot; <strong>Site Message</strong> &quot;, eg, site message is usually used for to send a message to all users of the ERP system etc.<br />
Depends on your business you might have more kinds of interactions.</p>
<p>In our example of communicating by emails, the <strong>Event Type</strong> is Mail Messages.</p>
</details>
</section>
<section class="illustration">
<h1>Event nature</h1>
<img alt="Event nature" src="user-Events.Event.Nature?format=png" title="Event nature" type="image/png" />
<details open="open">
<p>Besides different types, the interactions also have different natures.<br />
The nature of an event is classified by its objective: complaint, announcement, advertisement, information, inquiry, spam, etc. We need to classify the events by their natures: an email sent to complain doesn&#39;t have the same meaning with an email sent to advertise.<br />
Depends on your business field, the user of the CRM system will choose to classify the events with their own categories.</p>
<p>In our example of the mail message sent by VIFIB manager, the <strong>Event Type</strong> can be considered as an Information.</p>
</details>
</section>
<section class="illustration">
<h1>One sender/ multiple receivers</h1>
<img alt="Events: one sender multiple receivers" src="user-Events.One.Sender.Multiple.Receivers?format=png" title="Events: one sender multiple receivers" type="image/png" />
<details open="open">
<p>An Event, which is representing a movement of resource (information, inquiry, etc.), is going from someone to one or more recipients. In a CRM, we distinguish the Events not only by their contents, but also by their senders.<br />
The Event always has only one sender, but can have an infinite number of receivers. The same message sent by two persons to one same receiver will be represented as two different Events, while the same message sent from one person to many others will be represented as a single Event.</p>
<p>In our example, the email sent by the VIFIB manager to his contacts is one single Event because of the same sender, while all those replies are different Events, even though the contents might be the same.</p>
</details>
</section>
<section class="illustration">
<h1>Incoming event and outgoing event</h1>
<img alt="Incoming and outgoing event" src="user-Events.Incoming.and.Outgoing.Event?format=png" title="Incoming and outgoing event" type="image/png" />
<details open="open">
<p>Since events all have a sender and a recipient, we can tell in which way the event is going.<br />
We will distinguish incoming events from outgoing events: <strong>Incoming events</strong> are events which have been initiated by persons outside the organisation; <strong>Outgoing events</strong> go from your organisation to external persons.<br />
This distinction is really important since you won&#39;t handle the same way the preparation of outgoing events and how you take care of incoming events.</p>
<p>In our example, the Mail Message sent by VIFIB manager is an outgoing Event, while the replies from his contacts are incoming Events.</p>
</details>
</section>
<section class="illustration">
<h1>Keeping track of interactions: Event origin</h1>
<img alt="Keep track of interactions by 'Event Origin'" src="user-Events.Keep.Tracks.Of.Interactions.Event.Origin.New?format=png" title="Keep track of interactions by 'Event Origin'" type="image/png" />
<details open="open">
<p>By linking related Events together using <strong>&quot;Event Origin&quot;</strong> and <strong>&quot;Follow Up&quot;</strong> , you can easily keep track of interactions between your organisation and the external contacts.</p>
<p><strong>Firstly, by using &quot;Event Origin&quot;, even complex interaction can also be shown clearly</strong></p>
<p>A <strong>single interaction</strong> happens between only two persons, but it can have various event types (as shown in the left side), according to the needs of the sender and receiver.</p>
<p>However, for <strong>complex interactions</strong> (as shown in the right side), we can have many interlocutors within it, done by different persons inside and outside our organisation, using various communication tools. In this case, if we list the events related to one person, we will only have a partial view of the conversation.</p>
<p>As we can see in both tables with records of detail discussions happened between VIFIB staff and its customers in subject of a new product offer, the event N&deg;1 is the reason why the customer replied and created the event N&deg;2. So we can say that the event N&deg;1 is the origin of the event N&deg;2.</p>
<p>So using <strong>&quot;Event Origin&quot;</strong> can correctly and precisely represent the relation between events.</p>
</details>
</section>
<section class="screenshot">
<h1>Follow up a Ticket</h1>
<img alt="Keep track of interactions by 'Follow Up' a ticket" src="user-Events.Keep.Tracks.Of.Interactions.Follow.Up.Ticket.RenderJS.UI?format=png" title="Keep tracks of interactions by 'Follow Up' a ticket" type="image/png" />
<details>
<p><strong>Secondly,</strong> an Event can also <strong>&quot;Follow Up&quot;</strong> a Ticket, which is a record in the CRM all Events and documents related to the same subject. We will introduce it in the next tutorial.</p>
<p>Back to our example, as you can see in the above screenshot, in the detail page of a Event which is a reply email from one contact who got the original mail message from our VIFIB manager, it shows the <strong>Event Origin</strong> ( &quot;SlapOS Ongoing!&quot;) and the Ticket which this Event <strong>Follow Up</strong> ( &quot;Beta Developer Program&quot;). So these two features help us present complex interactions in a clear way.</p>
</details>
</section>
<section class="illustration">
<h1>Outgoing Event workflow</h1>
<img alt="Outgoing Event workflow" src="user-Events.Event.Workflow?format=png" title="Outgoing Event workflow" type="image/png" />
<details open="open">
<p>The upper part of this illustration shows the workflow of Outgoing Events.</p>
<p>Depending on the assignment you have, you will be able to perform one or many actions on outgoing events.</p>
<p>The standard process has four steps:<br />
Firstly, you <strong>create by drafting</strong> a new Event from the outgoing message&#39;s sender&#39;s Person File (state <strong>&quot;draft&quot;</strong> );<br />
Secondly, you <strong>plan</strong> the Event (same meaning as &quot;request for review&quot; ) (state <strong>&quot;planned</strong> &quot; );<br />
Thirdly, the manager <strong>confirms</strong> the Event ( the manager or the person who is responsible for supervising the operation of this Event ) (state <strong>&quot;confirmed&quot;</strong> );<br />
Finally, you <strong>send</strong> the Event (state &quot; <strong>sent</strong> &quot; ).<br />
If the Event has already been edited and only needs to be sent, you can <strong>send directly</strong> after you create the outgoing Event at the state of draft or planned. You can also <strong>delete</strong> or <strong>cancel</strong> the Event during the process.</p>
<p>Under the direction of such a workflow, you can manage from a three-person organisation to a big call-center.</p>
</details>
<details open="open">
<p>In our example, the <strong>Sender</strong> C&eacute;dric de Saint Martin (community manager) created the Event as an <strong>outgoing</strong> mail message from his Person File. After drafting the mail, he set the state as &quot;planned&quot;, so the VIFIB director Mr Smets who is responsible for the operation of all the Events can find in his &quot;Worklist&quot; that he has a &quot;planned&quot; Event to review and approve. When the manager is OK with everything, he will confirm the Event. When C&eacute;dric see the Event&#39;s state changed from &quot;draft&quot; to &quot;confirmed&quot;, he knows that the mail is approved and ready to be sent. After he sends the email to the <strong>Receivers</strong> - his contacts, the Event &quot;SlapOS Ongoing!&quot; would be stated as &quot;sent&quot;, and the Outgoing Event Process is finished.</p>
</details>
</section>
<section class="screenshot">
<h1>Worklists</h1>
<img alt="Outgoing events worklist" src="user-Events.Worklist.Outgoing.New?format=png" title="Outgoing events worklist" type="image/png" />
<details open="open">
<p>The concept of workflow helps people to understand the entire process of handling Events. But it is abstract. In order to apply the workflow practically and efficiently, we will use the worklists.</p>
<p>Worklist ( click on the Tab <strong>&quot;Worklists&quot;</strong>&nbsp;on the sidebar, then you will see the page as shown in the screenshot) is a list showing the states of all your Events. The complete worklist of outgoing Events is a list of the standard process: from draft, planned, confirmed to sent Events (as you can see the highlighted part in the list above). The worklist is updated each time when you do a change to your Events. Thanks to this worklist , everyone can access to Events in different states easily, and then they will know what they are supposed to do every day, if they are the assignees or recipients shown in the Events&#39; lists.<br />
We can take the example of a Call-Center. Everyday, the Call-Center manager will review &quot;Planned&quot; Events and &quot;Confirm&quot; them. The operators will watch the &quot;Confirmed&quot; Events which have to be sent. And once they have emptied the list of Confirmed Events, they finish their tasks.</p>
<p>In our example, everyday, the VIFIB director Smets who is responsible for the operation of Events has to check his &quot;Worklists&quot; to see how many &quot;Planned&quot; Events are waiting to be reviewed and confirmed. Among them, he will see the email created by VIFIB community manager C&eacute;dric, review it and set it as &quot;Confirmed&quot;. When C&eacute;dric checks his &quot;Worklists&quot; and finds the email has been moved to the &quot;Confirmed&quot; list, he will send it, then the email will go into the &quot;Sent&quot; list.</p>
<p>So the Worklist makes the process precisely and clearly stated, and facilitates the work of everyone.</p>
</details>
</section>
<section class="illustration">
<h1>Incoming Event workflow</h1>
<img alt="Incoming Event workflow" src="user-Events.Event.Workflow?format=png" title="Incoming Event workflow" type="image/png" />
<details open="open">
<p>Incoming Events have a different workflow as shown in the second part of this illustration: they can either be created <strong>manually</strong> (e.g, you can <strong>input</strong> an email which is a support request or a reply from a customer to the company as a new incoming Event), or <strong>automatically</strong> (e.g, between 2 departments who use the same ERP system, an Event can be exchanged by using the Action <strong>&quot;Declare as Received&quot;</strong> . If an Event is initially outgoing for department A - the sender, it becomes incoming Event for department B - the recipient, once A has sent the Event and B declared it as received).</p>
<p>The standard process has three steps:<br />
Firstly, you <strong>create by drafting</strong> the new Event from the incoming message&#39;s sender&#39;s Person File (state &quot; <strong>draft&quot;</strong> );<br />
Secondly, you <strong>declare the Event as received</strong> ; you can also <strong>define another recipient</strong> instead of you (the original recipient), if it is another team member who is responsible to handle the Event (state <strong>&quot;received&quot;</strong> );<br />
Thirdly, the recipient <strong>create Follow Up Ticket</strong> to record all the future interactions related to this Event, then the Event will be delivered automatically; you can also <strong>deliver</strong> the Event directly after you receive it (state &quot; <strong>delivered&quot;</strong> ).<br />
If the Event is &quot;Declare as Received&quot; from an outgoing Event which has already been sent by another department of your company, they will be also stated as <strong>&quot;received&quot;</strong> , so the process begins from the action <strong>&quot;create Follow Up Ticket&quot;/ &quot;Deliver the Event</strong> &quot;.</p>
<p>The Final state &quot;delivered&quot; of incoming Event indicates to all the team members that this incoming Event has been acknowledged by the recipient to handle it. &nbsp;</p>
</details>
<details open="open">
<p>In our example, after sending the email, VIFIB manager C&eacute;dric sent got a reply from one contact. So a new incoming Event will be created. Then the &quot;received&quot; Event can be processed in two ways: either be replied by C&eacute;dric the <strong>Recipient</strong> directly, or be assigned to another person in the Support Team to handle the Event, just by changing the <strong>Recipient</strong> and creating a Follow Up Ticket.</p>
</details>
</section>
<section class="screenshot">
<h1>Worklists</h1>
<img alt="Incoming events worklist" src="user-Events.Worklist.Incoming.New?format=png" title="Incoming events worklist" type="image/png" />
<details open="open">
<p>The same as outgoing Events, the worklists will simplify the work and give a good overview of what everyone has to do.</p>
<p>In our example, after sending the email to his contacts, VIFIB manager C&eacute;dric has to check the worklist to see if there is any &quot;Received Events to Deliver&quot; which might be the replies from the customers. So he can easily access to them and deal with them more efficiently.</p>
</details>
</section>
bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-Order.002.en.html
View file @ d285ed5a
<section class="illustration">
<h1>Session 3: Sale Orders</h1> <img alt="Sale Orders Workflow" title="Sale Orders Workflow" type="image/svg+xml" src="http://img.erp5.cn/P-OSOE-Order.Sale.Order.Workflow?format=png" /> <footer>
by <a href="/contact">OSOE Project</a> </footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section><section>
<h1>Agenda</h1>
<ul>
<li>The trade process</li>
<li>What is a sale order?</li>
<li>What is a product?</li>
<li>What are the conditions of a trade order?</li>
<li>The workflow of a sale order</li>
</ul> <details open="true">
<p>This guide has been created to teach the fundamentals of a sale/purchase order.</p>
<p> <strong>
Note: in this session &quot;Sale Orders&quot;, we will use another company Hongzhao as an example to explain how to create products, trade conditions and sale orders in ERP5. Hongzhao is also configured when we installed another ERP5 instance, the same way as presented in the tutorial <a href="user-Howto.Configure.ERP5.for.SMB.With.Configurator/view">&quot;Configure your instance using ERP5 Configurator&quot;</a>. So when you are practicing, please replace Hongzhao with the company you created, when you configured your ERP5 instance.
</strong> </p> </details> </section><section class="illustration">
<h1>Trade Process</h1> <img alt="Trade Process" title="Trade Process" type="image/png" src="http://img.erp5.cn/P-OSOE-ERP5.Trade.Processus?format=png" /> <details open="true">
<p>Companies are always selling either a service or a product or both. The global process of selling a product or a service is the same and can be divided into three important phases:</p>
<p>The first is the order from the client to our company</p>
<p>The second is the delivering of the goods, or the performing of the service</p>
<p>The last is invoicing what has been performed or delivered.</p>
<p>This presentation will focus on the first part of the trade process which is the order.</p> </details> </section><section class="illustration">
<h1>Pre-Trade</h1> <img style="width: 744px;" alt="Pre-Trade" title="Pre-Trade" type="image/png" src="http://img.erp5.cn/P-OSOE-ERP5.Pre.Trade.Opportuniti?format=png" /> <details open="true">
<p>In order to have clients, we have to prospect for new clients. This is why they use the CRM module of an ERP. The sales agent of the company contacts the potential client and presents what the company has to sell. If the client is interested, a sales opportunity is created, then the client will say “ok, I am interested, but please give me an offer”.</p>
<p>So an offer will be made, but what exactly is an offer? Is it a special document or not? Should we have a special module named “offer”?</p>
<p>In fact the offer is what will link a sales opportunity to the sales order. The offer is a pre-sales order, it is an order which is given to the customer, and if the customer accepts the offer, it will then become a confirmed order. This is why an offer is not at all different from an order, it is just an order which hasn't yet been confirmed by the customer.</p>
<p>However, not every sales opportunity is linked to an offer, sometimes there is no pre-trade process.</p>
<p>We will now see what an order is made of.</p> </details> </section><section class="illustration">
<h1>A buyer</h1> <img alt="A buyer" title="A buyer" type="image/png" src="http://img.erp5.cn/P-OSOE-A.Bayer.Goods.And.Services?format=png" /> <details open="true">
<p>An order represents a movement of resource (goods, services) from a company to another. So in every order we will have a source (the supplier) and a destination (the buyer). But the destination can be more than one person or even organisation.</p>
<p>Concerning the destination, We must distinguish three things:</p>
<p>The person or organisation which receives the goods, the person or organisation which is invoiced, and the person which is taking the decision to buy. This is why on an order we must have three fields to let us represent the reality correctly.</p>
<p>To illustrate these three fields, we can take a look at how the supermarket is organised in France. The companies have buying centres in which they negotiate the prices for all of their brands. It allows them to have more power in the negotiation. But once they have bought one hundred thousand cups of yoghurt, they ask for them to be delivered in small quantities in each of their distribution centres. So we already have a different destination point from the person, making the decision to buy. Then we might have to invoice the buying centre, and not the distribution centre</p>
<p>We have also need to distinct between the source of the movement.</p> </details> </section><section class="illustration">
<h1>A seller</h1> <img alt="A seller" title="A seller" type="image/png" src="http://img.erp5.cn/P-OSOE-Seller.Goods.and.Services?format=png" /> <details open="true">
<p>With the source of the movement, we will have a person who is responsible for the offer which is made. This person is responsible for the client, or at least for the conditions of the transaction. But it doesn't mean that this person is in the same organisation, which will deliver the goods or which will deliver the service.</p>
<p>This is why we have a specific field for the delivering organisation. For example, companies like Nike don't produce their goods, they only work on design, marketing and on selling them. The entire production is handled by other companies. So these companies are the origin of the movement of goods which are triggered when an order is created.</p>
<p>In this case, the company which is invoiced is Nike.</p>
<p>Once we have correctly set up the origin and the destination of the resource, we must choose the products or the services we are talking about. ButIn order to do this we need to see in detail what a product is or what a service made of.</p> </details> </section><section class="illustration">
<h1>A product or a service</h1> <img alt="A product or a service" title="A product or a service" type="image/png" src="http://img.erp5.cn/P-OSOE-Trade.Product.or.Service?format=png" /> <details open="true">
<p>A product is any kind of good sold by the company. It can either be the global package of a product, for example the product laptop will be comprised of the laptop, the battery and the adaptor, but it can also be each part of a global package. For example a battery is a product, a power line is a product etc...</p>
<p>Services are the same but without goods. They represent a service which is provided by a company. For example a phone subscription is a service. An audit company will only sell services.</p>
<p>For both it is important to choose the right quantity unit. Quantity unit is how you measure a quantity of a specific good, or of a specific service. A service can be quantified in time, whereas a product can be counted in volume or in units.</p> </details> </section><section class="illustration">
<h1>A variation of a product</h1> <img alt="A variation of product" title="A variation of product" type="image/png" src="http://img.erp5.cn/P-OSOE-Variation.Of.Product?format=png" /> <details open="true">
<p>Products and services can have what is called a “variant”. For example we can ask for a financial service on 6, 12 or 18 months. Those can be considered as a variation of the service.</p>
<p>Products can also have variations. For example a shirt can be bought in many different sizes. In such a case we will have a single variant. But it is not the only variation of a shirt, we can have many different colours of the same shirt, so we will have two variations of the same product. We can also have the logo on it which might change...</p>
<p>So many products might in fact be the same at the origin and must be represented with a unique document within the IT system. Otherwise it is not possible to manage your products or services correctly.</p>
<p>How are products differentiated from one to another is up to the company. One company will think that a shirt in a different colour is a different product, one will think that it is not different. There is no universal way to categorise the products and it will always be made according to the point of view of the company.</p>
<p>The goods which are sold must be linked with a selling price. As we just have seen that a single product can have many different variations, the final price may not be the same. For example with clothes, if they are bigger, we might want to sell them a little bit more. So each variation can change the global price.</p>
<p>The other source of price variations is the quantity which is bought. The more we buy, the less they cost. So we must be able to create matrices with price and quantity for each of our products.</p> </details> </section><section class="illustration">
<h1>Conditions - Price</h1> <img alt="Conditions - Price" title="Conditions - Price" type="image/png" src="http://img.erp5.cn/P-OSOE-SP.Order.Condition.Price?format=png" /> <details open="true">
<p>Conditions of a sale order are here to let you record the conditions on which you agreed with the other part.</p>
<p>For example you discuss with a buying centre, then they say “OK, we are referencing you as a supplier”. It is time for you to create a specific trade condition for this organisation. Then each time you agree on a product, you will add a supply line.</p> </details> </section><section class="illustration">
<h1>Conditions – Taxes or Discount</h1> <img alt="Conditions – Taxes or Discount" title="Conditions – Taxes or Discount" type="image/png" src="http://img.erp5.cn/P-OSOE-Order.Taxe.or.Discount?format=png" /> <details open="true">
<p>Once we have chosen the right price we will sell the product for, we might want to give a global discount on the total price of the order. But we might also want to apply a global discount only on a part of the products sold. This is why we have what we call base contribution and base application. Base contribution are a way of creating a group on which we will be able to apply a discount. For example we can create a base contribution category which can be named “de-stock” and on every product sold with the de-stock price, we will apply a global discount of 50% on the usual price.</p>
<p>On the other hand, we might want to apply surcharge prices on order. For example an order which has to be delivered in top priority will cost more than an order which is made six months before the delivery date.</p>
<p>Taxes are handled the same way Discounts are. They are a percentage of the global price. Using Base contribution and Base application allow us to set up multiple taxes as Quebecois taxes. In Quebec there are two taxes, and the second one applied to the global price, and on the first tax. So finally you pay taxes on taxes :-) .</p> </details> </section><section class="illustration">
<h1>Conditions - Payment</h1> <img alt="Conditions - Payment" title="Conditions - Payment" type="image/png" src="http://img.erp5.cn/P-OSOE-Order.Conditions.Payment?format=png" /> <details open="true">
<p>How the payment will be done is a very important condition of the order. You will have to choose the means of payment, but also the time when the payment is due. You can decide that the entire amount is due on a particular date, but you can also decide that a part of the global payment is due on a specific date, and that the rest is due on another date.</p>
<p>This is very important to be handled correctly, because it is often a reason why companies which have commands cannot continue and go in bankruptcy.</p>
<p>It is possible to have a different business process with each of your clients. This is why you should be able to modify the entire order, when the documents are generated.</p> </details> </section><section class="illustration">
<h1>Sale Order Workflow</h1> <img alt="Sale Order Workflow" title="Sale Order Workflow" type="image/png" src="http://img.erp5.cn/P-OSOE-Order.Sale.Order.Workflow?format=png" /> <details open="true">
<p>
So finally we have this global work-flow. As we have already said about the pre-trade phase, the Sales Order module of an ERP system is capable of generating two documents which look the same: an Offer and an Order. <strong>After you create and &quot;Make&quot; an Order document, it will be in the state &quot;Offered&quot;, which means an Offer is made, but presented as an Order</strong>
.
</p>
<p> <strong>If the clients &quot;Accept&quot; the Offer, it becomes a “Planned” Order, which allows you to mark the Order that you think will be done</strong>
. It is like an extension of the offered state with the idea that there is a high possibility that this order will be done. You can then create the planned order on the entire year to manage your working capital, FR or BFR.
</p>
<p>
&quot;Placed&quot; state means the client has made the Order, and your company has received it. But <strong>it doesn't mean that you have accepted it</strong>
.
</p>
<p>
&quot;Confirmed&quot; order means that you will handle the order and that you <strong>accepted it</strong>
.
</p>
<p>It is important to differentiate &quot;Placed&quot; orders from &quot;Confirmed&quot; orders since you might want to check if everything is in order with the client, or if you are capable of fulfilling the order etc.</p>
<p>Once you confirm the Sale Order, a related Sale Packing List will be created automatically for the next step of the trade process. We will talk about this in the next session.</p> </details> </section><section class="screenshot">
<h1>Sale Order Worklists</h1> <img alt="Sale Order Worklists" title="Sale Order Worklists" type="image/png" src="http://img.erp5.cn/user-Order.Sale.Order.List.With.Worklist?format=png" /> <details open="true">
<p>As we have already seen, the trade process can be managed through work-lists, which you can access by opening the &quot;My Favourites&quot; menu. These work-lists are there to summarize the information that you can find in the Sale Orders module itself.</p> </details> </section>
\ No newline at end of file
<section class="illustration">
<h1>Session 3: Sale Orders</h1>
<img alt="Sale Orders Workflow" src="http://img.erp5.cn/P-OSOE-Order.Sale.Order.Workflow?format=png" title="Sale Orders Workflow" type="image/svg+xml" />
<footer>by <a href="/contact">OSOE Project</a></footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>The trade process</li>
<li>What is a sale order?</li>
<li>What is a product?</li>
<li>What are the conditions of a trade order?</li>
<li>The workflow of a sale order</li>
</ul>
<details open="true">
<p>This guide has been created to teach the fundamentals of a sale/purchase order.</p>
<p><strong>Note: in this session &quot;Sale Orders&quot;, we will use another company Hongzhao as an example to explain how to create products, trade conditions and sale orders in ERP5. Hongzhao is also configured when we installed another ERP5 instance, the same way as presented in the tutorial <a href="user-Howto.Configure.ERP5.for.SMB.With.Configurator/view">&quot;Configure your instance using ERP5 Configurator&quot;</a>. So when you are practicing, please replace Hongzhao with the company you created, when you configured your ERP5 instance. </strong></p>
</details>
</section>
<section class="illustration">
<h1>Trade Process</h1>
<img alt="Trade Process" src="http://img.erp5.cn/P-OSOE-ERP5.Trade.Processus?format=png" title="Trade Process" type="image/png" />
<details open="true">
<p>Companies are always selling either a service or a product or both. The global process of selling a product or a service is the same and can be divided into three important phases:</p>
<p>The first is the order from the client to our company</p>
<p>The second is the delivering of the goods, or the performing of the service</p>
<p>The last is invoicing what has been performed or delivered.</p>
<p>This presentation will focus on the first part of the trade process which is the order.</p>
</details>
</section>
<section class="illustration">
<h1>Pre-Trade</h1>
<img alt="Pre-Trade" src="P-OSOE-ERP5.Pre.Trade.Opportuniti.New?format=png" style="width: 744px;" title="Pre-Trade" type="image/png" />
<details open="true">
<p>In order to have clients, we have to prospect for new clients. This is why they use the CRM module of an ERP. The sales agent of the company contacts the potential client and presents what the company has to sell. If the client is interested, a sales opportunity is created, then the client will say &ldquo;ok, I am interested, but please give me an offer&rdquo;.</p>
<p>So an offer will be made, but what exactly is an offer? Is it a special document or not? Should we have a special module named &ldquo;offer&rdquo;?</p>
<p>In fact the offer is what will link a sales opportunity to the sales order. The offer is a pre-sales order, it is an order which is given to the customer, and if the customer accepts the offer, it will then become a confirmed order. This is why an offer is not at all different from an order, it is just an order which hasn&#39;t yet been confirmed by the customer.</p>
<p>However, not every sales opportunity is linked to an offer, sometimes there is no pre-trade process.</p>
<p>We will now see what an order is made of.</p>
</details>
</section>
<section class="illustration">
<h1>A buyer</h1>
<img alt="A buyer" src="http://img.erp5.cn/P-OSOE-A.Bayer.Goods.And.Services?format=png" title="A buyer" type="image/png" />
<details open="true">
<p>An order represents a movement of resource (goods, services) from a company to another. So in every order we will have a source (the supplier) and a destination (the buyer). But the destination can be more than one person or even organisation.</p>
<p>Concerning the destination, We must distinguish three things:</p>
<p>The person or organisation which receives the goods, the person or organisation which is invoiced, and the person which is taking the decision to buy. This is why on an order we must have three fields to let us represent the reality correctly.</p>
<p>To illustrate these three fields, we can take a look at how the supermarket is organised in France. The companies have buying centres in which they negotiate the prices for all of their brands. It allows them to have more power in the negotiation. But once they have bought one hundred thousand cups of yoghurt, they ask for them to be delivered in small quantities in each of their distribution centres. So we already have a different destination point from the person, making the decision to buy. Then we might have to invoice the buying centre, and not the distribution centre</p>
<p>We have also need to distinct between the source of the movement.</p>
</details>
</section>
<section class="illustration">
<h1>A seller</h1>
<img alt="A seller" src="http://img.erp5.cn/P-OSOE-Seller.Goods.and.Services?format=png" title="A seller" type="image/png" />
<details open="true">
<p>With the source of the movement, we will have a person who is responsible for the offer which is made. This person is responsible for the client, or at least for the conditions of the transaction. But it doesn&#39;t mean that this person is in the same organisation, which will deliver the goods or which will deliver the service.</p>
<p>This is why we have a specific field for the delivering organisation. For example, companies like Nike don&#39;t produce their goods, they only work on design, marketing and on selling them. The entire production is handled by other companies. So these companies are the origin of the movement of goods which are triggered when an order is created.</p>
<p>In this case, the company which is invoiced is Nike.</p>
<p>Once we have correctly set up the origin and the destination of the resource, we must choose the products or the services we are talking about. But In order to do this we need to see in detail what a product is or what a service made of.</p>
</details>
</section>
<section class="illustration">
<h1>A product or a service</h1>
<img alt="A product or a service" src="http://img.erp5.cn/P-OSOE-Trade.Product.or.Service?format=png" title="A product or a service" type="image/png" />
<details open="true">
<p>A product is any kind of good sold by the company. It can either be the global package of a product, for example the product laptop will be comprised of the laptop, the battery and the adaptor, but it can also be each part of a global package. For example a battery is a product, a power line is a product etc...</p>
<p>Services are the same but without goods. They represent a service which is provided by a company. For example a phone subscription is a service. An audit company will only sell services.</p>
<p>For both it is important to choose the right quantity unit. Quantity unit is how you measure a quantity of a specific good, or of a specific service. A service can be quantified in time, whereas a product can be counted in volume or in units.</p>
</details>
</section>
<section class="illustration">
<h1>A variation of a product</h1>
<img alt="A variation of product" src="http://img.erp5.cn/P-OSOE-Variation.Of.Product?format=png" title="A variation of product" type="image/png" />
<details open="true">
<p>Products and services can have what is called a &ldquo;variant&rdquo;. For example we can ask for a financial service on 6, 12 or 18 months. Those can be considered as a variation of the service.</p>
<p>Products can also have variations. For example a shirt can be bought in many different sizes. In such a case we will have a single variant. But it is not the only variation of a shirt, we can have many different colours of the same shirt, so we will have two variations of the same product. We can also have the logo on it which might change...</p>
<p>So many products might in fact be the same at the origin and must be represented with a unique document within the IT system. Otherwise it is not possible to manage your products or services correctly.</p>
<p>How are products differentiated from one to another is up to the company. One company will think that a shirt in a different colour is a different product, one will think that it is not different. There is no universal way to categorise the products and it will always be made according to the point of view of the company.</p>
<p>The goods which are sold must be linked with a selling price. As we just have seen that a single product can have many different variations, the final price may not be the same. For example with clothes, if they are bigger, we might want to sell them a little bit more. So each variation can change the global price.</p>
<p>The other source of price variations is the quantity which is bought. The more we buy, the less they cost. So we must be able to create matrices with price and quantity for each of our products.</p>
</details>
</section>
<section class="illustration">
<h1>Conditions - Price</h1>
<img alt="Conditions - Price" src="P-OSOE-Order.Taxes.Or.Discount.Screenshot2.New?format=png" title="Conditions - Price" type="image/png" />
<details open="true">
<p>Conditions of a sale order are here to let you record the conditions on which you agreed with the other part.</p>
<p>For example you discuss with a buying centre, then they say &ldquo;OK, we are referencing you as a supplier&rdquo;. It is time for you to create a specific trade condition for this organisation. Then each time you agree on a product, you will add a supply line.</p>
</details>
</section>
<section class="illustration">
<h1>Conditions &ndash; Taxes or Discount</h1>
<img alt="Conditions – Taxes or Discount" src="P-OSOE-Order.Taxe.or.Discount.New?format=png" title="Conditions – Taxes or Discount" type="image/png" />
<details open="true">
<p>Once we have chosen the right price we will sell the product for, we might want to give a global discount on the total price of the order. But we might also want to apply a global discount only on a part of the products sold. This is why we have what we call base contribution and base application. Base contribution are a way of creating a group on which we will be able to apply a discount. For example we can create a base contribution category which can be named &ldquo;de-stock&rdquo; and on every product sold with the de-stock price, we will apply a global discount of 50% on the usual price.</p>
<p>On the other hand, we might want to apply surcharge prices on order. For example an order which has to be delivered in top priority will cost more than an order which is made six months before the delivery date.</p>
<p>Taxes are handled the same way Discounts are. They are a percentage of the global price. Using Base contribution and Base application allow us to set up multiple taxes as Quebecois taxes. In Quebec there are two taxes, and the second one applied to the global price, and on the first tax. So finally you pay taxes on taxes :-) .</p>
</details>
</section>
<section class="illustration">
<h1>Conditions - Payment</h1>
<img alt="Conditions - Payment" src="P-OSOE-Order.Conditions.Payment.New?format=png" title="Conditions - Payment" type="image/png" />
<details open="true">
<p>How the payment will be done is a very important condition of the order. You will have to choose the means of payment, but also the time when the payment is due. You can decide that the entire amount is due on a particular date, but you can also decide that a part of the global payment is due on a specific date, and that the rest is due on another date.</p>
<p>This is very important to be handled correctly, because it is often a reason why companies which have commands cannot continue and go in bankruptcy.</p>
<p>It is possible to have a different business process with each of your clients. This is why you should be able to modify the entire order, when the documents are generated.</p>
</details>
</section>
<section class="illustration">
<h1>Sale Order Workflow</h1>
<img alt="Sale Order Workflow" src="http://img.erp5.cn/P-OSOE-Order.Sale.Order.Workflow?format=png" title="Sale Order Workflow" type="image/png" />
<details open="true">
<p>So finally we have this global work-flow. As we have already said about the pre-trade phase, the Sales Order module of an ERP system is capable of generating two documents which look the same: an Offer and an Order. <strong>After you create and &quot;Make&quot; an Order document, it will be in the state &quot;Offered&quot;, which means an Offer is made, but presented as an Order</strong> .</p>
<p><strong>If the clients &quot;Accept&quot; the Offer, it becomes a &ldquo;Planned&rdquo; Order, which allows you to mark the Order that you think will be done</strong> . It is like an extension of the offered state with the idea that there is a high possibility that this order will be done. You can then create the planned order on the entire year to manage your working capital, FR or BFR.</p>
<p>&quot;Placed&quot; state means the client has made the Order, and your company has received it. But <strong>it doesn&#39;t mean that you have accepted it</strong> .</p>
<p>&quot;Confirmed&quot; order means that you will handle the order and that you <strong>accepted it</strong> .</p>
<p>It is important to differentiate &quot;Placed&quot; orders from &quot;Confirmed&quot; orders since you might want to check if everything is in order with the client, or if you are capable of fulfilling the order etc.</p>
<p>Once you confirm the Sale Order, a related Sale Packing List will be created automatically for the next step of the trade process. We will talk about this in the next session.</p>
</details>
</section>
<section class="screenshot">
<h1>Sale Order Worklists</h1>
<img alt="Sale Order Worklists" src="user-Order.Sale.Order.List.With.Worklist.New?format=png" title="Sale Order Worklists" type="image/png" />
<details open="true">
<p>As we have already seen, the trade process can be managed through work-lists, which you can access by opening the &quot;Worklists&quot; tab on the sidebar. These work-lists are there to summarize the information that you can find also in the Sale Orders module itself.</p>
</details>
</section>
bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-Packing.List.006.en.html
View file @ d285ed5a
<section class="illustration">
<h1>Session 4: Sale Packing Lists</h1>
<img alt="Sale Packing Lists Workflow" title="Sale Packing Lists Workflow" type="image/svg+xml" src="http://img.erp5.cn/P-OSOE-Packing.Lists.Workflow?format=png">
<footer>
by <a href="http://www.osoe-project.org/contact">OSOE Project</a>
</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section><section class="">
<h1>Agenda</h1>
<ul>
<li>What is a Packing list?</li>
<li>Why do we use "Divergence"?</li>
<li>What is the delivery process?</li>
<li>What is a "Container"?</li>
</ul>
<div style="float: left; width: 300px;"></div>
<details open="open">
<p>Following the last session "Sale Orders", in this session, we will learn how to manage the Sale Packing List created from a Sale Order. We will also learn to generate a related Sale Invoice from a "Delivered" Sale Packing List.</p><p>
<strong>Note: in this session "Sale Packing Lists", we will still use the company Hongzhao. So when you are practicing, please replace Hongzhao with the company you created when you configured your ERP5 instance.</strong>
</p>
</details>
</section><section class="illustration">
<h1>Trade documents - Packing Lists</h1>
<img alt="Trade documents - Packing Lists" title="Trade documents - Packing Lists" src="http://img.erp5.cn/user-Packing.List.Trade.Documents?format=png" type="image/png">
<details open="open">
<p>
During the trade process, every company is producing documents. As you have learned from <a href="P-OSOE-Order/view">"Presentation of Sale Orders and Products"</a>, there are three main documents involved within this trade process: the Order, the Packing List and the Invoice, and each of them represents a step in the overall trading process.
</p><p>This session is about the Packing List module, which comes just after the Sale or Purchase Order.</p>
</details>
</section><section class="illustration">
<h1>Packing Lists - why?</h1>
<img alt="Packing Lists - why?" title="Packing Lists - why?" src="http://img.erp5.cn/user-Howto.Manage.Sale.Packing.Lists.Manage.Shipped.Quantity.Difference.Acknowledge?format=png" type="image/png">
<details open="open">
<p>Why is a Packing List useful in an ERP system?</p><p>We could think that we have everything integrated in the Sale/Purchase Order, we already know which quantity of which product has been sold, so that we can know what the movement of goods related to this Order will be.</p><p>But in fact this is not true. It is not because an Order has been made for a specific quantity of a specific product so that it means we are going to deliver exactly what has been ordered.</p><p>For many different reasons, we might decide to deliver another product, or to deliver more or less products than what has been ordered.</p><p>
For example, the customer ordered three different kinds of products, if we are missing one in stock, we may decide to send the two that we have, and to send the last one when it will be available. This is why we need to <strong>use Packing List to manage the divergence between the ordered products/services and the delivered products/services</strong>
, and so on we can manage the related invoices and payments for each shipments in a more efficient way.
</p><p>We will now see the different uses which can be made of the Packing List.</p>
</details>
</section><section class="illustration">
<h1>Packing Lists - Managing the stock</h1>
<img alt="Packing Lists - Managing the stock" title="Packing Lists - Managing the stock" src="http://img.erp5.cn/user-Packing.List.Manage.Stock?format=png" type="image/png">
<details open="open">
<p>
The most important aspect of the Packing List for the system is that it lets us <strong>manage our stock of products or services</strong>
. As we have seen previously, we can't base the stock management on Sale or Purchase Order. In the company's business life, there will be many reasons why we won't deliver or receive goods or services which have been ordered. We can't base the stock management on the Invoice module either. Once again, there will be many cases when we will deliver or receive goods or services which won't be invoiced.
</p><p>The only way to keep track of the stock is then to use the Packing Lists.</p><p>
Packing Lists are used when we prepare the goods to be sent to the customer, or when we receive the goods from a supplier. We have the Order document, so we know what should be sent/received. As we have seen previously in the tutorial <a href="user-Howto.Create.Sale.Orders/view">"How to create Sale Orders"</a>, in ERP5, <strong>the confirmed Order will automatically generate a Packing List</strong>
for the following trade process.
</p><p>Then we will prepare the goods and validate the Packing List. If we follow what was planned in the automatically generated Packing List, everything is fine. But if we don't send the correct quantity, we can still change it on the Packing List.</p><p>
Similarly when we receive goods after sending a Purchase Order, an "expected" Packing List is generated. When we receive the goods, we can <strong>compare it with the Packing List of the supplier</strong>
, to see if the goods we received are the same as on the paper. Then once we verify the goods, we can correct the received Packing List if required.
</p><p>In one word, by using Packing Lists, we will have a better stock management.</p>
</details>
</section><section class="illustration">
<h1>Packing lists - Managing the containers</h1>
<img alt="Packing lists - Managing the containers" title="Packing lists - Managing the containers" src="http://img.erp5.cn/user-Packing.List.Manage.Containers?format=png" type="image/png">
<details open="open">
<p>Packing Lists also manage the containers. Containers are everything which let you pack and organize the delivery of the goods. Any boxes or bags can be used as a container.</p><p>It is important to manage the containers for two reasons. The first is that you might want to manage the stock of containers you have in your company. For instance, if you use boxes to send the goods, you will need to know when you have to buy new boxes.</p><p>The other reason why it is important to manage containers, is that you might want to detail which product is placed in which container. The management of containers will be very helpful in case you lose a few containers during the transportation. If you have detailed the Packing List, you will know exactly which goods have been lost.</p>
</details>
</section><section class="illustration">
<h1>Packing lists - Customer's point of view</h1>
<img alt="Packing lists - Customer's point of view" title="Packing lists - Customer's point of view" src="http://img.erp5.cn/P-OSOE-Seller.Goods.and.Services?format=png" type="image/png">
<details open="open">
<p>As we just said, we should be as detailed as we can on the Packing List. Depending on who you are working with, they might require general or very specific informations.</p><p>For instance, if you are exporting goods, you need to present a very detailed Packing List to the customers. They need to know which specific product is in which specific container. Moreover, they will need even more detailed information such as the weight and the size of every package.</p>
</details>
</section><section class="illustration">
<h1>Packing Lists Workflow</h1>
<img alt="Packing Lists Workflow" title="Packing Lists Workflow" src="http://img.erp5.cn/P-OSOE-Packing.Lists.Workflow?format=png" type="image/png">
<details open="open">
<p>In order to manage the Packing List document, we have to firts understand its work-flow.</p><p>
<strong>Once the Order is confirmed, the Packing List is automatically created. This means that the Packing List must be prepared</strong>
.
</p><p>Employees in charge of preparing the goods are then able to prepare the goods, and to enter which containers have been used, etc.</p><p>They can also decide not to send exactly what has been ordered. For example if they don't have all products which have been ordered.</p><p>
Once the Packing List has been prepared, they can mark the packing list as "Ready" to be shipped. We will then wait for the carrier to pick up the prepared packing list. <strong>Once they pick it up, we will mark the packing list as "Shipped". This will create the related invoice</strong>
.
</p><p>When the carrier informs us that the customer has received the goods, we can then mark the packing list as "Received".</p><p>When the customer receives the goods, they will check what has been delivered to them. So he or she will compare the packing list we provided to them with what they received. And an error is still possible. Either that we made a mistake while preparing, or maybe that some packages have been damaged etc. So we need to wait until the customer accepts the delivery before marking the packing list as "Delivered".</p>
</details>
<details open="open">
<p>
<strong>Note that if the goods ready to be shipped are different from what has been ordered, eg, the quantity is less, you can "Split and Defer" the Packing List before shipping them. In this way, ERP5 will create another Packing List for the remaining goods to be shipped as soon as they are prepared.</strong>
</p><p>Once you ship the Sale Packing List, a related Sale Invoice Transaction will be generated automatically for the next step of the trade process. We will talk about this in the following tutorials.</p>
</details>
</section><section class="screenshot">
<h1>Packing Lists Worklists</h1>
<img alt="Packing Lists Worklists" title="Packing Lists Worklists" src="http://img.erp5.cn/user-Packing.Lists.Sale.Packing.Lists.Module.List.With.Worklist?format=png" type="image/png">
<details open="open">
<p>Just like Sale Orders, Packing Lists can be managed through work-lists, which you can access by opening "My Favourites" menu. These work-lists are there to summarize the information that you can find in the Sale Packing Lists module itself.</p>
</details>
</section>
\ No newline at end of file
<section class="illustration">
<h1>Session 4: Sale Packing Lists</h1>
<img alt="Sale Packing Lists Workflow" src="http://img.erp5.cn/P-OSOE-Packing.Lists.Workflow?format=png" title="Sale Packing Lists Workflow" type="image/svg+xml" />
<footer>by <a href="http://www.osoe-project.org/contact">OSOE Project</a></footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>What is a Packing list?</li>
<li>Why do we use &quot;Divergence&quot;?</li>
<li>What is the delivery process?</li>
<li>What is a &quot;Container&quot;?</li>
</ul>
<div style="float: left; width: 300px;">&nbsp;</div>
<details open="open">
<p>Following the last session &quot;Sale Orders&quot;, in this session, we will learn how to manage the Sale Packing List created from a Sale Order. We will also learn to generate a related Sale Invoice from a &quot;Delivered&quot; Sale Packing List.</p>
<p><strong>Note: in this session &quot;Sale Packing Lists&quot;, we will still use the company Hongzhao. So when you are practicing, please replace Hongzhao with the company you created when you configured your ERP5 instance.</strong></p>
</details>
</section>
<section class="illustration">
<h1>Trade documents - Packing Lists</h1>
<img alt="Trade documents - Packing Lists" src="http://img.erp5.cn/user-Packing.List.Trade.Documents?format=png" title="Trade documents - Packing Lists" type="image/png" />
<details open="open">
<p>During the trade process, every company is producing documents. As you have learned from <a href="P-OSOE-Order/view">&quot;Presentation of Sale Orders and Products&quot;</a>, there are three main documents involved within this trade process: the Order, the Packing List and the Invoice, and each of them represents a step in the overall trading process.</p>
<p>This session is about the Packing List module, which comes just after the Sale or Purchase Order.</p>
</details>
</section>
<section class="illustration">
<h1>Packing Lists - why?</h1>
<img alt="Packing Lists - why?" src="http://img.erp5.cn/user-Howto.Manage.Sale.Packing.Lists.Manage.Shipped.Quantity.Difference.Acknowledge?format=png" title="Packing Lists - why?" type="image/png" />
<details open="open">
<p>Why is a Packing List useful in an ERP system?</p>
<p>We could think that we have everything integrated in the Sale/Purchase Order, we already know which quantity of which product has been sold, so that we can know what the movement of goods related to this Order will be.</p>
<p>But in fact this is not true. It is not because an Order has been made for a specific quantity of a specific product so that it means we are going to deliver exactly what has been ordered.</p>
<p>For many different reasons, we might decide to deliver another product, or to deliver more or less products than what has been ordered.</p>
<p>For example, the customer ordered three different kinds of products, if we are missing one in stock, we may decide to send the two that we have, and to send the last one when it will be available. This is why we need to <strong>use Packing List to manage the divergence between the ordered products/services and the delivered products/services</strong> , and so on we can manage the related invoices and payments for each shipments in a more efficient way.</p>
<p>We will now see the different uses which can be made of the Packing List.</p>
</details>
</section>
<section class="illustration">
<h1>Packing Lists - Managing the stock</h1>
<img alt="Packing Lists - Managing the stock" src="http://img.erp5.cn/user-Packing.List.Manage.Stock?format=png" title="Packing Lists - Managing the stock" type="image/png" />
<details open="open">
<p>The most important aspect of the Packing List for the system is that it lets us <strong>manage our stock of products or services</strong> . As we have seen previously, we can&#39;t base the stock management on Sale or Purchase Order. In the company&#39;s business life, there will be many reasons why we won&#39;t deliver or receive goods or services which have been ordered. We can&#39;t base the stock management on the Invoice module either. Once again, there will be many cases when we will deliver or receive goods or services which won&#39;t be invoiced.</p>
<p>The only way to keep track of the stock is then to use the Packing Lists.</p>
<p>Packing Lists are used when we prepare the goods to be sent to the customer, or when we receive the goods from a supplier. We have the Order document, so we know what should be sent/received. As we have seen previously in the tutorial <a href="user-Howto.Create.Sale.Orders/view">&quot;How to create Sale Orders&quot;</a>, in ERP5, <strong>the confirmed Order will automatically generate a Packing List</strong> for the following trade process.</p>
<p>Then we will prepare the goods and validate the Packing List. If we follow what was planned in the automatically generated Packing List, everything is fine. But if we don&#39;t send the correct quantity, we can still change it on the Packing List.</p>
<p>Similarly when we receive goods after sending a Purchase Order, an &quot;expected&quot; Packing List is generated. When we receive the goods, we can <strong>compare it with the Packing List of the supplier</strong> , to see if the goods we received are the same as on the paper. Then once we verify the goods, we can correct the received Packing List if required.</p>
<p>In one word, by using Packing Lists, we will have a better stock management.</p>
</details>
</section>
<section class="illustration">
<h1>Packing lists - Managing the containers</h1>
<img alt="Packing lists - Managing the containers" src="http://img.erp5.cn/user-Packing.List.Manage.Containers?format=png" title="Packing lists - Managing the containers" type="image/png" />
<details open="open">
<p>Packing Lists also manage the containers. Containers are everything which let you pack and organize the delivery of the goods. Any boxes or bags can be used as a container.</p>
<p>It is important to manage the containers for two reasons. The first is that you might want to manage the stock of containers you have in your company. For instance, if you use boxes to send the goods, you will need to know when you have to buy new boxes.</p>
<p>The other reason why it is important to manage containers, is that you might want to detail which product is placed in which container. The management of containers will be very helpful in case you lose a few containers during the transportation. If you have detailed the Packing List, you will know exactly which goods have been lost.</p>
</details>
</section>
<section class="illustration">
<h1>Packing lists - Customer&#39;s point of view</h1>
<img alt="Packing lists - Customer's point of view" src="http://img.erp5.cn/P-OSOE-Seller.Goods.and.Services?format=png" title="Packing lists - Customer's point of view" type="image/png" />
<details open="open">
<p>As we just said, we should be as detailed as we can on the Packing List. Depending on who you are working with, they might require general or very specific informations.</p>
<p>For instance, if you are exporting goods, you need to present a very detailed Packing List to the customers. They need to know which specific product is in which specific container. Moreover, they will need even more detailed information such as the weight and the size of every package.</p>
</details>
</section>
<section class="illustration">
<h1>Packing Lists Workflow</h1>
<img alt="Packing Lists Workflow" src="http://img.erp5.cn/P-OSOE-Packing.Lists.Workflow?format=png" title="Packing Lists Workflow" type="image/png" />
<details open="open">
<p>In order to manage the Packing List document, we have to firts understand its work-flow.</p>
<p><strong>Once the Order is confirmed, the Packing List is automatically created. This means that the Packing List must be prepared</strong> .</p>
<p>Employees in charge of preparing the goods are then able to prepare the goods, and to enter which containers have been used, etc.</p>
<p>They can also decide not to send exactly what has been ordered. For example if they don&#39;t have all products which have been ordered.</p>
<p>Once the Packing List has been prepared, they can mark the packing list as &quot;Ready&quot; to be shipped. We will then wait for the carrier to pick up the prepared packing list. <strong>Once they pick it up, we will mark the packing list as &quot;Shipped&quot;. This will create the related invoice</strong> .</p>
<p>When the carrier informs us that the customer has received the goods, we can then mark the packing list as &quot;Received&quot;.</p>
<p>When the customer receives the goods, they will check what has been delivered to them. So he or she will compare the packing list we provided to them with what they received. And an error is still possible. Either that we made a mistake while preparing, or maybe that some packages have been damaged etc. So we need to wait until the customer accepts the delivery before marking the packing list as &quot;Delivered&quot;.</p>
</details>
<details open="open">
<p><strong>Note that if the goods ready to be shipped are different from what has been ordered, eg, the quantity is less, you can &quot;Split and Defer&quot; the Packing List before shipping them. In this way, ERP5 will create another Packing List for the remaining goods to be shipped as soon as they are prepared.</strong></p>
<p>Once you ship the Sale Packing List, a related Sale Invoice Transaction will be generated automatically for the next step of the trade process. We will talk about this in the following tutorials.</p>
</details>
</section>
<section class="screenshot">
<h1>Packing Lists Worklists</h1>
<img alt="Packing Lists Worklists" src="user-Packing.Lists.Sale.Packing.Lists.Module.List.With.Worklist.New?format=png" title="Packing Lists Worklists" type="image/png" />
<details open="open">
<p>Just like Sale Orders, Packing Lists can be managed through work-lists, which you can access by opening &quot;Worklists&quot; tab on the sidebar. These work-lists are there to summarize the information that you can find also in the Sale Packing Lists module itself.</p>
</details>
</section>
bt5/erp5_osoe_theory_data/PathTemplateItem/web_page_module/P-OSOE-Ticket.004.en.html
View file @ d285ed5a
<section class="screenshot">
<h1>Session 2: CRM Tickets and Events - Tickets</h1> <img alt="Ticket workflow" type="image/png" src="user-Tickets.Ticket.Workflow?format=png" title="Ticket workflow" /> <footer>
by <a href="http://www.osoe-project.org/contact">OSOE Project</a>.
</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE)
project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and
the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice
to undergraduate students or professionals.
</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute
the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training,
consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any
reuse or distribution, you must make clear to others the license terms of this work. Any of these
conditions can be waived if you get permission from the copyright holder through a commercial license
or an educational license. For more information, contact info@nexedi.com
</p>
</details>
</section><section>
<h1>Agenda</h1>
<ul>
<li>What is a Ticket ?</li>
<li>What is a Ticket made of ?</li>
<li>The standard workflow of a Ticket</li>
<li>The workflow of a Campaign</li>
<li>The workflow of a Sale opportunity</li>
<li>The workflow of a Support Request</li>
<li>The workflow of a Meeting</li>
</ul>
<details open="open">
<p>From the presentation of Events, we have seen how the Event is used to trace every interaction between our employees and the outside world.
It is really easy with events to keep track of a simple or complex interactions.</p>
<p>But what about parallel interactions? What if you organise a conference and you want to keep track of every interaction you have while you
prepare the conference? This is not possible with only the Events. The same problem happens when you want to keep track of every discussion
which occurs when you send a press release: in the same time you will start maybe one hundred or more discussions. This is why every CRM system
uses what we call &quot;Tickets&quot;.</p>
<p>
In this presentation, we are going to explain the Tickets in ERP5, by knowing the definition of a ticket and how it is made of, as well as its workflow,
you will be able to manage every discussion in your CRM. Afterwards, we will explain individually the workflow of Campaign, Sale opportunity, Support Request and Meeting.
</p>
</details>
</section><section class="screenshot">
<h1>Example: Beta Developer Program</h1> <img title="Tickets example: Beta Developer Program" alt="Tickets example: Beta Developer Program" type="image/png" src="user-Tickets.Example.Beta.Developer.Program?format=png" /> <details open="open">
<p>
From the presentation of Events, we have had a general idea of how to use the CRM feature &quot;Event&quot; to manage company's interactions with external contacts. Following the VIFIB example, in the detail page of the <strong>Event</strong>
(the left side screen shot) which is a reply email from one contact who got the original mail message from our VIFIB manager, it shows the Event &quot;
<strong>Follow Up&quot;</strong>
a
<strong>Ticket</strong>
the &quot;Beta Developer Program&quot; (the right side screen shot).
<br /> <strong>Description:</strong>
The Ticket records a marketing campaign to hire software developers.
<br />
VIFIB director Mr Smets plans to launch a marketing campaign aims to increasing the product awareness of SlapOS the new operation system of VIFIB by hiring software developers. The main interactions of this campaign is to send mail messages to contacts (customers) of VIFIB, and these emails would be the
<strong>Related Events</strong>
of this
<strong>Campaign Ticket</strong>
. So they would be listed in the detail page of this Ticket.
<br /> <strong>Title:</strong>
Beta Developer Program
<br /> <strong>Ticket Type:</strong>
Campaign
<br /> <strong>Operations Manager:</strong>
XU Jingjing
<br /> <strong>Quantity:</strong>
10 Days
<br /> <strong>Begin Date:</strong>
12/01/2011
<br /> <strong>End Date:</strong>
02/01/2012
</p>
<p>This is a typical Ticket for ERP5 CRM. Now we will explain in detail what is a Ticket and then introduce the four different kinds of Tickets.</p> </details> </section><section class="illustration">
<h1>What is a Ticket?</h1> <img title="Interactions, events and tickets" alt="Interactions, events and tickets" src="user-Tickets.What.Is.A.Ticket?format=png" type="image/png" /> <details open="open">
<p>
Tickets are records in the system which gather all events and documents related to the same subject.<br />
For example, it allows you to put all the interactions related to the same marketing campaign in a same record.
</p>
<p>
By doing so, you will have the possibility to do better reporting of the actual situation of the company,
which will allow you to allocate roles of every employee and organise the work of each one.
</p>
<p>In our example &quot;VIFIB Beta Developer Program&quot;, the operation manager XU Jingjing will take care of all the Events of the Ticket, including coordinating the interactions between the VIFIB manager Cédric and his contacts, organizing the communication and cooperation between different persons inside and outside VIFIB who are related to this marketing campaign, and so on.</p> </details> </section><section class="screenshot">
<h1>What is a Ticket made of?</h1> <img title="Details in the Ticket page" src="user-Tickets.What.Is.A.Ticket.Made.Of?format=png" alt="Details in the Ticket page" type="image/png" /> <details open="open">
<p>Now that we have seen what is a ticket and why it is useful, we will see what is the ticket made of.</p>
<p>
A ticket is <strong>representing a movement of resource</strong>
, for example, the time spend on the ticket-
<strong>the Begin Date and End Date</strong>
. Therefore the Ticket looks like an order.
<strong>The resource is the type of ticket</strong>
such as a sale opportunity, a campaign, a support request or a meeting. In the case of a sale opportunity, we move it from our company to the company of our
client, this is why we have the fields
<strong>&quot;Billing Supplier&quot;</strong>
and
<strong>&quot;Client&quot;</strong>
.
<br />
A Ticket is the record of its related Events and Documents. In the detail page of the ticket, you can find
<strong>a list of the related Events and Documents</strong>
which follow the Ticket.
<br />
We can also evaluate the
<strong>&quot;cost&quot;</strong>
or the &quot;
<strong>quantity</strong>
&quot; of the ticket . These fields will help us to do reporting. In the case of sale opportunities, if we evaluate each of the tickets, it will allow us to create a report of the expected sale in the next six months; We will also be able to compare the global amount of sale opportunities in a given period with what we have entered as sale order. In the case of a meeting, we might evaluate the cost of the ticket in time, for example, how long does it take us to prepare it.
</p> </details> </section><section class="illustration">
<h1>The standard workflow of a Ticket</h1> <img title="Ticket workflow" alt="Ticket workflow" type="image/png" src="user-Tickets.Ticket.Workflow?format=png" /> <details open="open">
<p>
The standard workflow of a ticket is very simple: the operators edit and prepare the Ticket, then request the approval of the campaign's supervisor. If everything is OK, the supervisor will open the submitted campaign. Then the related interactions will be recorded as Events under this Campaign. When the campaign is finished, the operators will close it.<br />
Note that even a closed Ticket can be opened again.
</p>
<p>Now that the concept of a ticket is well understood, we will go in deep to the four specific tickets and their workflows in ERP5, which are Campaigns, Sale opportunities, Support requests and Meetings.</p> </details> </section><section class="screenshot">
<h1>Campaign: Beta Developer Program</h1> <img title="Campaign example: Beta Developer Program" alt="Campaign example: Beta Developer Program" type="image/png" src="user-Tickets.Campaign.Example.Beta.Developer.Program?format=png" />
<details open="open">
<p>
The first type of ticket we will discuss is a campaign. A campaign ticket is used to prepare a list of contact actions to be executed in the future and then track their execution.
Each contact action is defined as an event, assigned to staff. The list of events and their state track the progress of the campaign.
A campaign can be used to organise a programme for Beta developers of a software, to request proposals to different suppliers, to announce
a new product to press, etc.
</p>
<p>
We already had the example of the Beta developer program. We will follow this example.
</p>
</details>
</section><section class="illustration">
<h1>Campaign types</h1> <img title="Campaigns: Press release and Newsletter" alt="Campaigns: Press release and Newsletter" type="image/png" src="user-Tickets.Campaign.Press.Release.And.Newsletter?format=png" />
<details open="open">
<p> <strong>1. Press Release:</strong> </p>
<p>
Press Release is a Campaign starts from sending <strong>many different Events</strong>
to recipients (the left side illustration).
</p>
<p>
In the case of a product release campaign of SlapOS, we will <strong>prepare many different Events</strong>
in terms of contents (since we want to send personalised emails for each journalist) and methods such as phone calls and visits besides emails (since some journalists are more important than others).
<br />
Once the Campaign is ready, we will
<strong>open it and send the Events</strong>
(send mails, give phone calls or pay visits) to the VIFIB's contacts of journalists.
<br />
We will then
<strong>receive reactions</strong>
from the journalists either by mail messages, phone calls, or visits,etc. So in the same time we will have many single interactions with many different journalists.
</p>
<p>
Thanks to the function of Ticket, every interactions between journalists and VIFIB will <strong>be tracked in the Ticket-the product release Campaign</strong> </p>
<p>
At the end of the Ticket, once we finished all interactions, we will be able to learn from the closed Ticket that how many replies did we get, how many interactions have ended with a &quot;Sale opportunity&quot;, etc. These informations would be very useful for the
<strong>evaluation</strong>
of this campaign and the market prospects. These kinds of informations are very important if you want to be more efficient next time.
</p>
</details>
<details open="open">
<p> <strong>2. Newsletter:</strong> </p>
<p>
Newsletter is another kind of Campaign. The only difference with Press Release is that Newsletter starts from
<strong>a single Event</strong>
with many recipients (the right side illustration), so everyone will receive the same Event.
<br />
In our example &quot;VIFIB Beta Developer Program&quot; as presented above, follow the Ticket - the marketing Campaign, we will
<strong>prepare an Event - a same outgoing email</strong>
sending the recruitment message to different VIFIB contacts.
</p>
<p> <strong>3. Other types :</strong>
Prospect, Partner Acquisition, Public Relations, etc.
</p>
<p> <strong>Please note that, as the other features of ERP5, the Campaign types can be modified by ERP5 configuration.</strong> </p> </details> </section><section class="illustration">
<h1>The workflow of a Campaign</h1> <img title="Campaign workflow" alt="Campaign workflow" type="image/png" src="user-Tickets.Campaign.Workflow?format=png" /> <details open="open">
<p>
The workflow of a Campaign is the standard work-flow of a Ticket. It assumes that there are two hierarchical levels: one person (normally the operator of the campaign) <strong>drafts</strong>
the campaign, and then
<strong>submits</strong>
the campaign to the supervisor, while the state of the campaign changes from
<u>&quot;Draft&quot;</u> to <u>&quot;Approval Requested&quot; or &quot;Submitted&quot;</u>. Then the other person (the supervisor) <strong>approves and opens</strong>
it. The state is marked as
<u>&quot;Open&quot;</u> during the process of the campaign, when multiple interactions happen and be recorded under the campaign. After the campaign is finished, they will <strong>close</strong>
it, changing the state to
<u>&quot;Closed&quot;</u>.
</p>
<p>
In our example &quot;VIFIB Beta Developer Program&quot; which is exactly a campaign, the <strong>operations manager</strong>
XU Jingjing
<u>drafted</u> and prepared the campaign to hire software developers, then she submitted it to the <strong>supervisor</strong>
VIFIB director Mr Smets to
<u>approve</u> it. When everything is sure, Mr Smets <u>opens</u> the Campaign, then the community manager Cédric, who is in charge of sending the Mail Message Event &quot;SlapOS Resilient Cloud Beta Developer Program&quot;, starts his interactions with his contacts, while all the Events (eg, emails) would be recorded under the Campaign &quot;Beta Developer Program&quot;. After the marketing campaign is finished when VIFIB find enough qualified developers, the managers will <u>close</u> the campaign. Then all the Events recorded under the Campaign can be easily accessed when needed.
</p> </details> </section><section class="screenshot">
<h1>The worklist of a Campaign</h1> <img title="Campaign worklist" alt="Campaign worklist" type="image/png" src="user-Tickets.Campaign.Worklist?format=png" /> <details open="open">
<p>The screenshot above displays a few campaigns in different states as well as a worklist where the number of campaigns in each state is shown. The same as the Event, the worklist gives us efficient access to the campaigns of different states and facilitates the operation and management of company's campaigns.</p> </details> </section><section class="screenshot">
<h1>Sale Opportunity: VIFIB Offer PC Internet</h1> <img title="Sale Opportunity example: VIFIB Offer PC Internet" alt="Sale Opportunity example: VIFIB Offer PC Internet" type="image/png" src="user-Tickets.Sale.Opportunity.Example.VIFIB.Offer.PC.Internet?format=png" /> <details open="open">
<p>As you can see in the screen shot of the detail page of ticket Sale Opportunity &quot;VIFIB Offer PC Internet&quot;, in the case of a VIFIB offer in november 2011, we sent the promotion of PC through a newsletter to our customers. Some of them are interested in buying our products and services by replying to us saying &quot;Hello, I want more info about your products, I am interested in them.&quot; etc. From then on, we need to create a dedicate Ticket which will be a &quot;Sale Opportunity&quot;.</p> </details> </section><section class="illustration">
<h1>The role of Sale Opportunity</h1> <img title="Role of Sale Opportunity" alt="Role of Sale Opportunity" type="image/png" src="user-Tickets.Sale.Opportunity.Role?format=png" /> <details open="open">
<p>A sale opportunity starts from customers' replies which express their interests in our product and service. But normally few sale opportunities will come to a result very fast. First, only few clients will maybe take decisions fast. Second, there will be many actors involved in the decision to go with in the same sale opportunity: you might negotiate with the product supplier and the bank while keep in contact with your customers.</p>
<p>In one word, the decision from a sale opportunity can be made very quickly but sometimes it can take more than a year. So we need to use the Ticket &quot;Sale Opportunity&quot; to keep track of your commercial effort-your interactions with all the contacts involved, so to organise and to qualify our sale opportunities.</p> </details> </section><section class="illustration">
<h1>The workflow of a Sale Opportunity</h1> <img title="Sale Opportunity workflow" alt="Sale Opportunity workflow" src="user-Tickets.Sale.Opportunity.Workflow?format=png" type="image/png" /> <details open="open">
<p>
The Sale Opportunity work-flow is more complex than the basic ticket workflow, it ends by a Sale or a Rejection. <br />
In the case &quot;VIFIB Offer PC Internet&quot;, after the operations manager sent the offer to the customers, she got replies. She then
<strong>created</strong>
the ticket Sale Opportunity to manage the following interactions between VIFIB, the customers, the PC supplier and the bank. She will
<strong>submitted</strong>
the Sale opportunity to the supervisor. If Mr Smets the supervisor verifies and approves the Sale opportunity, the operations manager and sales staff will
<strong>contact the prospect</strong>
and negotiate with the PC supplier. When sales condition is set, VIFIB will give the final
<strong>offer</strong>
. Finally, if the customer accept the offer, the VIFIB products will be
<strong>sold</strong>
; If not, then sale opportunity is
<strong>rejected</strong> </p> </details> </section><section class="screenshot">
<h1>Worklist of a Sale Opportunity</h1> <img title="Sale Opportinuty worklist" alt="Sale Opportinuty worklist" src="user-Tickets.Sale.Opportunity.Worklist?format=png" type="image/png" /> <details open="open">
<p>This example displays a few sale opportunities in different states as well as a work-list where the number of sale opportunities in each state is shown. They offer quick access to the tickets, facilitating the company's operation management.</p> </details> </section><section class="illustration">
<h1>The role of Support Request</h1> <img title="Role of Support Request" alt="Role of Support Request" type="image/png" src="user-Tickets.Support.Request.Role?format=png" /> <details open="open">
<p>
The third kind of ticket is the Support requests. Supports requests are used for customer help and support. For example, if you sell products through the Internet, some customers might return their products since they are broken or have defaults.<br />
When a customer calls you to let you know the product is defected, you should open a support request: Then if the customer send picture of the product, Warranty scan etc., you can attach all documents in the tickets; Once you have received the product from the customer, you might ask the manufacturer if he will replace or fix it, so you can manage all the interactions between your customer, you and your supplier in the Tickets.
</p> </details> </section><section class="illustration">
<h1>The workflow of a Support Request</h1> <img title="Support Request workflow" alt="Support Request workflow" type="image/png" src="user-Tickets.Support.Request.Workflow?format=png" /> <details open="open">
<p>
Here's the support request workflow.<br />
Just like a standard ticket workflow, it is assuming that there are two hierarchical levels: one person prepare and submit the support request, then the other approves, opens it and closes it.
</p> </details> </section><section class="screenshot">
<h1>Worklist of a Support Request</h1> <img title="Support Request worklist" alt="Support Request worklist" src="user-Tickets.Support.Request.Worklist?format=png" type="image/png" /> <details open="open">
<p>This example displays a few support requests in different states as well as a worklist where the number of support requests in each state is shown. The same as the other tickets, they offer quick access to the tickets, facilitating the company's operation management.</p> </details> </section><section class="illustration">
<h1>The role of Meeting</h1> <img title="Role of Meeting" alt="Role of Meeting" type="image/png" src="user-Tickets.Meeting.Role?format=png" /> <details open="open">
<p>
The last kind of tickets in ERP5 CRM is the Meeting ticket. <br />
Meeting should not be compared to the Event “visit”. A meeting is for instance a conference. If you prepare a conference you will first contact every speaker you want to ask whether they are interested in or not. You will also have discussion with the place holder and the clients you will invite to the conference. Before the presentation, you will need to call every single one of your speaker to confirm if they are arrived in their hotel rooms, if they are ready for the presentation, etc. Once the meeting is over, you will thank all your speakers for their efforts, etc.
</p> </details> </section><section class="illustration">
<h1>The workflow of a Meeting</h1> <img title="Meeting workflow" alt="Meeting workflow" type="image/png" src="user-Tickets.Meeting.Workflow?format=png" /> <details open="open">
<p>The workflow for the meeting is a standard ticket workflow.</p> </details> </section><section class="screenshot">
<h1>Worklist of a Meeting</h1> <img title="Meeting worklist" alt="Meeting worklist" src="user-Tickets.Meeting.Worklist?format=png" type="image/png" /> <details open="open">
<p>This is how the meetings are displayed in ERP5. Just like for the other tickets, you can check how many meetings are in Draft, Submitted, or Open states.</p> </details> </section>
\ No newline at end of file
<section class="screenshot">
<h1>Session 2: CRM Tickets and Events - Tickets</h1>
<img alt="Ticket workflow" src="user-Tickets.Ticket.Workflow?format=png" title="Ticket workflow" type="image/png" />
<footer>by <a href="http://www.osoe-project.org/contact">OSOE Project</a>.</footer>
<details open="open">
<p>This visual guide is part of a collection of documents created by the One Student One ERP (OSOE) project in collaboration with Institut Mines Telecom, Telecom Bretagne, Dresden University of Technology and the South Westfalia University of Applied Sciences. It can be used to teach modern ERP theory and practice to undergraduate students or professionals.</p>
<p><b>Copyright</b>: You are free to copy, distribute, display, and perform the work under the following conditions: you must attribute the work in the manner specified by the author or licensor; you may not use this work for any commercial purposes including training, consulting, advertising, self-advertising, publishing, etc.; you may not alter, transform, or build upon this work. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holder through a commercial license or an educational license. For more information, contact info@nexedi.com</p>
</details>
</section>
<section>
<h1>Agenda</h1>
<ul>
<li>What is a Ticket ?</li>
<li>What is a Ticket made of ?</li>
<li>The standard workflow of a Ticket</li>
<li>The workflow of a Campaign</li>
<li>The workflow of a Sale opportunity</li>
<li>The workflow of a Support Request</li>
<li>The workflow of a Meeting</li>
</ul>
<details open="open">
<p>From the presentation of Events, we have seen how the Event is used to trace every interaction between our employees and the outside world. It is really easy with events to keep track of a simple or complex interactions.</p>
<p>But what about parallel interactions? What if you organise a conference and you want to keep track of every interaction you have while you prepare the conference? This is not possible with only the Events. The same problem happens when you want to keep track of every discussion which occurs when you send a press release: in the same time you will start maybe one hundred or more discussions. This is why every CRM system uses what we call &quot;Tickets&quot;.</p>
<p>In this presentation, we are going to explain the Tickets in ERP5, by knowing the definition of a ticket and how it is made of, as well as its workflow, you will be able to manage every discussion in your CRM. Afterwards, we will explain individually the workflow of Campaign, Sale opportunity, Support Request and Meeting.</p>
</details>
</section>
<section class="screenshot">
<h1>Example: Beta Developer Program</h1>
<img alt="Tickets example: Beta Developer Program" src="user-Tickets.Example.Beta.Developer.Program.New?format=png" title="Tickets example: Beta Developer Program" type="image/png" />
<details open="open">
<p>From the presentation of Events, we have had a general idea of how to use the CRM feature &quot;Event&quot; to manage company&#39;s interactions with external contacts. Following the VIFIB example, in the detail page of the <strong>Event</strong> (the left side screen shot) which is a reply email from one contact who got the original mail message from our VIFIB manager, it shows the Event &quot; <strong>Follow Up&quot;</strong> a <strong>Ticket</strong> the &quot;Beta Developer Program&quot; (the right side screen shot).<br />
<strong>Description:</strong> The Ticket records a marketing campaign to hire software developers.<br />
VIFIB director Mr Smets plans to launch a marketing campaign aims to increasing the product awareness of SlapOS the new operation system of VIFIB by hiring software developers. The main interactions of this campaign is to send mail messages to contacts (customers) of VIFIB, and these emails would be the <strong>Related Events</strong> of this <strong>Campaign Ticket</strong> . So they would be listed in the detail page of this Ticket.<br />
<strong>Title:</strong> Beta Developer Program<br />
<strong>Ticket Type:</strong> Campaign<br />
<strong>Operations Manager:</strong> XU Jingjing<br />
<strong>Quantity:</strong> 10 Days<br />
<strong>Begin Date:</strong> 12/01/2011<br />
<strong>End Date:</strong> 02/01/2012</p>
<p>This is a typical Ticket for ERP5 CRM. Now we will explain in detail what is a Ticket and then introduce the four different kinds of Tickets.</p>
</details>
</section>
<section class="illustration">
<h1>What is a Ticket?</h1>
<img alt="Interactions, events and tickets" src="user-Tickets.What.Is.A.Ticket?format=png" title="Interactions, events and tickets" type="image/png" />
<details open="open">
<p>Tickets are records in the system which gather all events and documents related to the same subject.<br />
For example, it allows you to put all the interactions related to the same marketing campaign in a same record.</p>
<p>By doing so, you will have the possibility to do better reporting of the actual situation of the company, which will allow you to allocate roles of every employee and organise the work of each one.</p>
<p>In our example &quot;VIFIB Beta Developer Program&quot;, the operation manager XU Jingjing will take care of all the Events of the Ticket, including coordinating the interactions between the VIFIB manager C&eacute;dric and his contacts, organizing the communication and cooperation between different persons inside and outside VIFIB who are related to this marketing campaign, and so on.</p>
</details>
</section>
<section class="screenshot">
<h1>What is a Ticket made of?</h1>
<img alt="Details in the Ticket page" src="user-Tickets.What.Is.A.Ticket.Made.Of.New?format=png" title="Details in the Ticket page" type="image/png" />
<details open="open">
<p>Now that we have seen what is a ticket and why it is useful, we will see what is the ticket made of.</p>
<p>A ticket is <strong>representing a movement of resource</strong> , for example, the time spend on the ticket- <strong>the Begin Date and End Date</strong> . Therefore the Ticket looks like an order. <strong>The resource is the type of ticket</strong> such as a sale opportunity, a campaign, a support request or a meeting. In the case of a sale opportunity, we move it from our company to the company of our client, this is why we have the fields <strong>&quot;Billing Supplier&quot;</strong> and <strong>&quot;Client&quot;</strong> .<br />
A Ticket is the record of its related Events and Documents. In the detail page of the ticket, you can find <strong>a list of the related Events and Documents</strong> which follow the Ticket.<br />
We can also evaluate the <strong>&quot;cost&quot;</strong> or the &quot; <strong>quantity</strong> &quot; of the ticket . These fields will help us to do reporting. In the case of sale opportunities, if we evaluate each of the tickets, it will allow us to create a report of the expected sale in the next six months; We will also be able to compare the global amount of sale opportunities in a given period with what we have entered as sale order. In the case of a meeting, we might evaluate the cost of the ticket in time, for example, how long does it take us to prepare it.</p>
</details>
</section>
<section class="illustration">
<h1>The standard workflow of a Ticket</h1>
<img alt="Ticket workflow" src="user-Tickets.Ticket.Workflow?format=png" title="Ticket workflow" type="image/png" />
<details open="open">
<p>The standard workflow of a ticket is very simple: the operators edit and prepare the Ticket, then request the approval of the campaign&#39;s supervisor. If everything is OK, the supervisor will open the submitted campaign. Then the related interactions will be recorded as Events under this Campaign. When the campaign is finished, the operators will close it.<br />
Note that even a closed Ticket can be opened again.</p>
<p>Now that the concept of a ticket is well understood, we will go in deep to the four specific tickets and their workflows in ERP5, which are Campaigns, Sale opportunities, Support requests and Meetings.</p>
</details>
</section>
<section class="screenshot">
<h1>Campaign: Beta Developer Program</h1>
<img alt="Campaign example: Beta Developer Program" src="user-Tickets.What.Is.A.Ticket.Made.Of.Beta.Developer.Program.View.Screenshot.New?format=png" title="Campaign example: Beta Developer Program" type="image/png" />
<details open="open">
<p>The first type of ticket we will discuss is a campaign. A campaign ticket is used to prepare a list of contact actions to be executed in the future and then track their execution. Each contact action is defined as an event, assigned to staff. The list of events and their state track the progress of the campaign. A campaign can be used to organise a programme for Beta developers of a software, to request proposals to different suppliers, to announce a new product to press, etc.</p>
<p>We already had the example of the Beta developer program. We will follow this example.</p>
</details>
</section>
<section class="illustration">
<h1>Campaign types</h1>
<img alt="Campaigns: Press release and Newsletter" src="user-Tickets.Campaign.Press.Release.And.Newsletter?format=png" title="Campaigns: Press release and Newsletter" type="image/png" />
<details open="open">
<p><strong>1. Press Release:</strong></p>
<p>Press Release is a Campaign starts from sending <strong>many different Events</strong> to recipients (the left side illustration).</p>
<p>In the case of a product release campaign of SlapOS, we will <strong>prepare many different Events</strong> in terms of contents (since we want to send personalised emails for each journalist) and methods such as phone calls and visits besides emails (since some journalists are more important than others).<br />
Once the Campaign is ready, we will <strong>open it and send the Events</strong> (send mails, give phone calls or pay visits) to the VIFIB&#39;s contacts of journalists.<br />
We will then <strong>receive reactions</strong> from the journalists either by mail messages, phone calls, or visits,etc. So in the same time we will have many single interactions with many different journalists.</p>
<p>Thanks to the function of Ticket, every interactions between journalists and VIFIB will <strong>be tracked in the Ticket-the product release Campaign</strong></p>
<p>At the end of the Ticket, once we finished all interactions, we will be able to learn from the closed Ticket that how many replies did we get, how many interactions have ended with a &quot;Sale opportunity&quot;, etc. These informations would be very useful for the <strong>evaluation</strong> of this campaign and the market prospects. These kinds of informations are very important if you want to be more efficient next time.</p>
</details>
<details open="open">
<p><strong>2. Newsletter:</strong></p>
<p>Newsletter is another kind of Campaign. The only difference with Press Release is that Newsletter starts from <strong>a single Event</strong> with many recipients (the right side illustration), so everyone will receive the same Event.<br />
In our example &quot;VIFIB Beta Developer Program&quot; as presented above, follow the Ticket - the marketing Campaign, we will <strong>prepare an Event - a same outgoing email</strong> sending the recruitment message to different VIFIB contacts.</p>
<p><strong>3. Other types :</strong> Prospect, Partner Acquisition, Public Relations, etc.</p>
<p><strong>Please note that, as the other features of ERP5, the Campaign types can be modified by ERP5 configuration.</strong></p>
</details>
</section>
<section class="illustration">
<h1>The workflow of a Campaign</h1>
<img alt="Campaign workflow" src="user-Tickets.Campaign.Workflow?format=png" title="Campaign workflow" type="image/png" />
<details open="open">
<p>The workflow of a Campaign is the standard work-flow of a Ticket. It assumes that there are two hierarchical levels: one person (normally the operator of the campaign) <strong>drafts</strong> the campaign, and then <strong>submits</strong> the campaign to the supervisor, while the state of the campaign changes from <u>&quot;Draft&quot;</u> to <u>&quot;Approval Requested&quot; or &quot;Submitted&quot;</u>. Then the other person (the supervisor) <strong>approves and opens</strong> it. The state is marked as <u>&quot;Open&quot;</u> during the process of the campaign, when multiple interactions happen and be recorded under the campaign. After the campaign is finished, they will <strong>close</strong> it, changing the state to <u>&quot;Closed&quot;</u>.</p>
<p>In our example &quot;VIFIB Beta Developer Program&quot; which is exactly a campaign, the <strong>operations manager</strong> XU Jingjing <u>drafted</u> and prepared the campaign to hire software developers, then she submitted it to the <strong>supervisor</strong> VIFIB director Mr Smets to <u>approve</u> it. When everything is sure, Mr Smets <u>opens</u> the Campaign, then the community manager C&eacute;dric, who is in charge of sending the Mail Message Event &quot;SlapOS Resilient Cloud Beta Developer Program&quot;, starts his interactions with his contacts, while all the Events (eg, emails) would be recorded under the Campaign &quot;Beta Developer Program&quot;. After the marketing campaign is finished when VIFIB find enough qualified developers, the managers will <u>close</u> the campaign. Then all the Events recorded under the Campaign can be easily accessed when needed.</p>
</details>
</section>
<section class="screenshot">
<h1>The worklist of a Campaign</h1>
<img alt="Campaign worklist" src="user-Tickets.Campaign.Worklist.New?format=png" title="Campaign worklist" type="image/png" />
<details open="open">
<p>The screenshot above displays a few campaigns in different states as well as a worklist where the number of campaigns in each state is shown. The same as the Event, the worklist gives us efficient access to the campaigns of different states and facilitates the operation and management of company&#39;s campaigns.</p>
</details>
</section>
<section class="screenshot">
<h1>Sale Opportunity: VIFIB Offer PC Internet</h1>
<img alt="Sale Opportunity example: VIFIB Offer PC Internet" src="user-Tickets.Sale.Opportunity.Example.VIFIB.Offer.PC.Internet.New?format=png" title="Sale Opportunity example: VIFIB Offer PC Internet" type="image/png" />
<details open="open">
<p>As you can see in the screen shot of the detail page of ticket Sale Opportunity &quot;VIFIB Offer PC Internet&quot;, in the case of a VIFIB offer in November 2020, we sent the promotion of PC through a newsletter to our customers. Some of them are interested in buying our products and services by replying to us saying &quot;Hello, I want more info about your products, I am interested in them.&quot; etc. From then on, we need to create a dedicate Ticket which will be a &quot;Sale Opportunity&quot;.</p>
</details>
</section>
<section class="illustration">
<h1>The role of Sale Opportunity</h1>
<img alt="Role of Sale Opportunity" src="user-Tickets.Sale.Opportunity.Role?format=png" title="Role of Sale Opportunity" type="image/png" />
<details open="open">
<p>A sale opportunity starts from customers&#39; replies which express their interests in our product and service. But normally few sale opportunities will come to a result very fast. First, only few clients will maybe take decisions fast. Second, there will be many actors involved in the decision to go with in the same sale opportunity: you might negotiate with the product supplier and the bank while keep in contact with your customers.</p>
<p>In one word, the decision from a sale opportunity can be made very quickly but sometimes it can take more than a year. So we need to use the Ticket &quot;Sale Opportunity&quot; to keep track of your commercial effort-your interactions with all the contacts involved, so to organise and to qualify our sale opportunities.</p>
</details>
</section>
<section class="illustration">
<h1>The workflow of a Sale Opportunity</h1>
<img alt="Sale Opportunity workflow" src="user-Tickets.Sale.Opportunity.Workflow?format=png" title="Sale Opportunity workflow" type="image/png" />
<details open="open">
<p>The Sale Opportunity work-flow is more complex than the basic ticket workflow, it ends by a Sale or a Rejection.<br />
In the case &quot;VIFIB Offer PC Internet&quot;, after the operations manager sent the offer to the customers, she got replies. She then <strong>created</strong> the ticket Sale Opportunity to manage the following interactions between VIFIB, the customers, the PC supplier and the bank. She will <strong>submitted</strong> the Sale opportunity to the supervisor. If Mr Smets the supervisor verifies and approves the Sale opportunity, the operations manager and sales staff will <strong>contact the prospect</strong> and negotiate with the PC supplier. When sales condition is set, VIFIB will give the final <strong>offer</strong> . Finally, if the customer accept the offer, the VIFIB products will be <strong>sold</strong> ; If not, then sale opportunity is <strong>rejected</strong></p>
</details>
</section>
<section class="screenshot">
<h1>Worklist of a Sale Opportunity</h1>
<img alt="Sale Opportinuty worklist" src="user-Tickets.Sale.Opportunity.Worklist.New?format=png" title="Sale Opportinuty worklist" type="image/png" />
<details open="open">
<p>This example displays a few sale opportunities in different states as well as a work-list where the number of sale opportunities in each state is shown. They offer quick access to the tickets, facilitating the company&#39;s operation management.</p>
</details>
</section>
<section class="illustration">
<h1>The role of Support Request</h1>
<img alt="Role of Support Request" src="user-Tickets.Support.Request.Role?format=png" title="Role of Support Request" type="image/png" />
<details open="open">
<p>The third kind of ticket is the Support requests. Supports requests are used for customer help and support. For example, if you sell products through the Internet, some customers might return their products since they are broken or have defaults.<br />
When a customer calls you to let you know the product is defected, you should open a support request: Then if the customer send picture of the product, Warranty scan etc., you can attach all documents in the tickets; Once you have received the product from the customer, you might ask the manufacturer if he will replace or fix it, so you can manage all the interactions between your customer, you and your supplier in the Tickets.</p>
</details>
</section>
<section class="illustration">
<h1>The workflow of a Support Request</h1>
<img alt="Support Request workflow" src="user-Tickets.Support.Request.Workflow?format=png" title="Support Request workflow" type="image/png" />
<details open="open">
<p>Here&#39;s the support request workflow.<br />
Just like a standard ticket workflow, it is assuming that there are two hierarchical levels: one person prepare and submit the support request, then the other approves, opens it and closes it.</p>
</details>
</section>
<section class="screenshot">
<h1>Worklist of a Support Request</h1>
<img alt="Support Request worklist" src="user-Tickets.Support.Request.Worklist.New?format=png" title="Support Request worklist" type="image/png" />
<details open="open">
<p>This example displays a few support requests in different states as well as a worklist where the number of support requests in each state is shown. The same as the other tickets, they offer quick access to the tickets, facilitating the company&#39;s operation management.</p>
</details>
</section>
<section class="illustration">
<h1>The role of Meeting</h1>
<img alt="Role of Meeting" src="user-Tickets.Meeting.Role?format=png" title="Role of Meeting" type="image/png" />
<details open="open">
<p>The last kind of tickets in ERP5 CRM is the Meeting ticket.<br />
Meeting should not be compared to the Event &ldquo;visit&rdquo;. A meeting is for instance a conference. If you prepare a conference you will first contact every speaker you want to ask whether they are interested in or not. You will also have discussion with the place holder and the clients you will invite to the conference. Before the presentation, you will need to call every single one of your speaker to confirm if they are arrived in their hotel rooms, if they are ready for the presentation, etc. Once the meeting is over, you will thank all your speakers for their efforts, etc.</p>
</details>
</section>
<section class="illustration">
<h1>The workflow of a Meeting</h1>
<img alt="Meeting workflow" src="user-Tickets.Meeting.Workflow?format=png" title="Meeting workflow" type="image/png" />
<details open="open">
<p>The workflow for the meeting is a standard ticket workflow.</p>
</details>
</section>
<section class="screenshot">
<h1>Worklist of a Meeting</h1>
<img alt="Meeting worklist" src="user-Tickets.Meeting.Worklist.New?format=png" title="Meeting worklist" type="image/png" />
<details open="open">
<p>This is how the meetings are displayed in ERP5. Just like for the other tickets, you can check how many meetings are in Draft, Submitted, or Open states.</p>
</details>
</section>
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image_module/user-Tickets.What.Is.A.Ticket.Made.Of.Beta.Developer.Program.View.Screenshot.001.en
image_module/user_event_keep_track_interaction_follow_up_renderjs_ui
image_module/user_event_worklist_screenshot_new
image_module/user_events_keep_tracks_of_interactions_event_origin_new
image_module/user_events_keep_tracks_of_interactions_follow_up_tickets_renderjs_ui
image_module/user_events_worklist_incoming_new
image_module/user_events_worklist_outgoing_new
image_module/user_order_and_packing_list_worklist_screenshot_new
image_module/user_order_sale_order_list_with_worklist_new
image_module/user_packing_lists_module_list_new
image_module/user_packing_lists_sale_packing_lists_module_list_with_worklist_new
image_module/user_tickets_campaign_worklist_new
image_module/user_tickets_example_beta_beveloper_program_new
image_module/user_tickets_example_slapos_recruit_cloud_beta_developer_program_screenshot_new
image_module/user_tickets_meeting_worklist_new
image_module/user_tickets_sale_opportunity_example_vifib_offer_pc_internet_new
image_module/user_tickets_sale_opportunity_worklist_new
image_module/user_tickets_support_request_worklist_new
image_module/user_tickets_what_is_a_ticket_made_of_beta_developer_program_view_screenshot_new
image_module/user_tickets_what_is_a_ticket_made_of_new
test_page_module/user-Howto.Manage.Document.Versionning.005.en
web_page_module/CLOUDIA-Questionnaire-AnswerSet.Assign.Students.To.Answer.Sets.001.en
web_page_module/CLOUDIA-Questionnaire-Correction.HowTo.002.en
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