| Even though modern ERP systems offer higher potential for more efficient, more responsive set of administrative processes, these benefits can only be obtained from the effective use of these complex but promising systems. |
Path views Challenges of modern ERP Systems sustenance as
- IT viewed as a cost centre
- Support process standardization/ improvement
- Change management
- Perpetual IT involvement in Non Value Added maintenance activities
- Resource
- Skill-set
- Availability
- Attrition
|
Path's response to above challenges is by following cost effective, client's requirement specific, 6 s Quality driven Support Model. Our Support Model has following features
- Structured 4 "key project event" transition approach, ensuring minimal interruption of service to end users
- Validation of Knowledge transfer ensuring reduced risk to gaps in knowledge acquisition of client specific business processes
- Identification, reporting and review of client specific "critical to quality" (CTQs) for at all stages i.e. service delivery/ transition
- Baseline support with a clear feel of CTQ Characteristics
- "Pilot Support Plan" ensuring smooth support switch over
- Clear Call Routing Process for service delivery established during Transition
- Expert Advice on Change management, Disaster recovery
- Data driven reporting and Review of "critical to quality" (CTQs) for you during entire Service Delivery
- Extended support during critical business events e.g. Month End and Year End
- Focus to reduce Non value added support activities
- Consistent Voice of Customer (VoC) Collection, Analysis, Follow-up and Action plan communicated
- Data driven SLA's Tracked and Reported by Call Priority
- Process Improvement : Analysis of "WHAT", "WHY", "HOW" and "WHEN" we do guides "HOW CAN WE DO IT BETTER?"
- Dynamic "Process" Failure Mode Effect Analysis (FMEA) for Prioritized risk and Mitigant identification
- Facilitator for TAR resolution with Oracle
- Ability to leverage on combined expertise of Path's rich Oracle Applications Resource pool is an enabler for WING to WING Oracle application support
|
Path offers clients the ability to take advantage of such systems by leveraging its rich technical and business analysts resource pool who assume total responsibility for the operation of a client's ERP system. ERP operations support may also include the following:
|
- Application technical support
- Application functional Support
- Implementing industry best-practice opportunities as input to client processes
- DBA support
- Advisory hardware/environment support
- Operational consulting support
|
SUSTENANCE SUPPORT 
