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Zomax
8 . Outcome
8.1 Benefits for clients
There will be a number of benefits for Zomax’ clients
once the system is in place by end of 2003:
- Lower
costs – The increased efficiency generated
by the new systems in Zomax will reduce costs and
it is expected that those savings will be shared
with clients in the form of lower costs and/or higher
service levels.
- Ease
of reporting - The new systems will make it much
easier for clients to request reports and for Zomax
to fulfil those requests.
-
Brand building – Zomax effectively acts as
an outsource department of its clients. Therefore,
the new systems will make Zomax more effective and
efficient and therefore, to the end-user, make the
client seem more efficient.
-
Quicker turnaround - The new system will allow Zomax
to turn orders around more effectively and efficiently.
In addition to the tangible benefits, there will
also be many intangible benefits for clients. "All
the systems here may be changing but for the customer
it should be business as usual".
8.2
Benefits for Zomax
In summary, the new systems will offer four key benefits to Zomax
– increased efficiency, increased competitiveness, better financial
control and ability to tender for new business.
- Efficiency
– The new systems will make internal processes
far more efficient and therefore allow Zomax to
reduce costs internally.
- Competitiveness–
Increased efficiency and therefore decreased costs
will give Zomax a much better chance of winning
more (and bigger) programs from existing customers.
-
New business – The new systems will give Zomax
an edge over the competition both in terms of cost
and service. This in turn will give the organisation
an increased chance of winning competitive deals.
- Financial
Control – Better financial control will be
realised through the links from the new systems
into Zomax’ accounting systems. Additionally,
the online nature of the new software (vs batch
processing) means that any information pulled from
the system will be 100% correct at any point in
time.
-
Integration – Having a single technology solution
with links between worldwide offices will make integration
and transfer of data far more straightforward.
Additionally,
most of the programs being run by Zomax are the EMEA parts of worldwide
programs. In the future, the new systems could add value by allowing
Zomax to centralise data into one system and thus be able to offer
24hr contact centres. This could be realised by simply transferring
calls between centres in different geographies and would substantially
reduce hardware and support costs.
9 . Lessons Learnt
The team learnt a number of lessons through their experiences:
- Focus
on planning –An important success criteria
is planning especially when outside delays or changes
can affect the plans.
- Have
dedicated staff – It is important to have a
dedicated team, project manager and a project sponsor.
The project sponsor should be ‘hands-off’
on a day-to-day basis but should be in a position
to see the bigger picture strategically. This person
should be someone who has a view across the organisation.
- Ensure
buy-in – It’s vital to secure commitment
and buy in from senior management as any project
on this scale should be driven from top down "it’s
a huge help having this input as you know it will
help keep the project moving"
- It’s
not an IT thing – It is important to ensure
that a project like this is a combined effort from
both business and IT sides of the organisation.
It is potentially dangerous for an IT department
to take control and run with it as an IT project
without there being any business focus.
-
Quick wins - Employing a phased approach with quick
wins is important as it ensures buy-in, gains momentum
and helps to bolster staff morale. This is especially
important on a long project.
- Always
expect the unexpected!
Commented
Phelan in conclusion, "We’re more ready now
than we were initially to implement the systems successfully"
10 . Future Plans
Following the initial hold-up in implementing Project Zeus, caused by the
collapse of Coranta, it is expected that Project Gem, the new implementation
of Zomax’ systems will be complete by end 2003. 
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