Technology and Innovation Management

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Given that the implementation of ERP inevitably results in organizational changes, it requires that the senior management is fully engaged for the purpose of conflict resolution. Without the senior managers being properly committed, implementation of ERP systems may have a very high risk of failing (Zornad and Velkavrh, 2005). This means that because of the changes in the business processes of the organization, there can be some resistance to adopting these systems.

ERP integrates and connects all the important business functions across the organization. It is, therefore, very crucial that the management staff within an organization be committed (Ethie & madsen, 2005). The organization had to equip its employees who use business functions that may be influenced by ERP systems with clear communication channels (Maditinos, Chatzoudes, and Tsairidis, 2012). If the users are not adequately trained and equipped, it increases the risks of failure by creating inaccuracy and confusion, thereby decreasing the credibility of the system as well as user satisfaction. Companies also need excellent project management for ERP implementation to be successful. The project teams have to develop clear guidelines that they will follow in implementing ERP in their systems (Helo et al., 2008). They should also come up with work plans so that they can effectively allocate their resources.

Scott and Vessey (2000) affirm that in implementing ERP, both cost and schedule tend to be underestimated. The scope is usually overestimated. Enterprise Resource Planning changes the entire environment within an organization by re-engineering the whole business process. For this reason, after the implementation of ERP in a company, it is not usually easy to revise the processes before. This means that the implementation of ERP requires accurate preparation and estimation with a systematic management of the entire process.

For question 2 we can check the mango case and see slides: How the organization can improve online acquisition of customers

The organizational relationship is core to the growth and sustenance of any business. Dynamics concerning relations between the various stakeholders ensures prudent and profound relationship, especially in customer acquisition. Hence, Company A as a large corporation requires a solid relationship with its various stakeholders. Through maintenance of strategic organizational relationships, efficiency in performance and better results are bound to ensue. However, core operations of Company A do not lie on the organizational relationship. Therefore as a business, a carefully thought solution in offsetting some of its strategic relationship duties is essential. Thus, hybrid outsourcing is a practical alternative to maintaining the strategic relationship and customer acquisition through the IM and Email application systems. By use of a business or an outsourced partner, various strategic duties may be relayed by the latter. Consequently, the reasons as to why hybrid outsourcing is a better solution will be examined. Additionally, assumptions and various risk factors will be handled henceforth.

Reasons for hybrid outsourcing for customer acquisition

Normal outsourcing involves a variety of aspects that negate many of the businesses in taking part in this venture. As such, the hybrid venture involves a slightly partnership endeavor that involves various stipulations. Moreover, the stipulations will be in line with security options and level of discreteness regarding operation (Tho, 2005). Hence, the reasons for choosing hybrid outsourcing are discussed below.

Scaling

The particularly indispensable reasons for hybrid outsourcing of instant messages and emails are the flexibility that it generates. Creation of a partnership with an outsourcing company that is deeply stable with agents worldwide establishes two variables. The first variable is the probability scaling up regarding customer demand. The other variable is the negative aspect of scaling down in the case of poor performance (Duening & Click, 2004). However, a significant success attribute of outsourcing programs is scaling while maintaining attention to the loyal customers. Apparently, large originations like Company A are not fixated on maintaining devoted customer base as compared to the company that holds the outsourcing contract (Duening & Click, 2004). Emailing and instant messaging faces spikes and downswings in various seasons .For this reason, as an outsourcing company, the magnitude of analysis and proper attention to the various customers is crucial. Thus, during the spike seasons, promotional campaigns and more customer relations may be done thus boosting Company A's image.

Diversifying operations

Most of the large companies choose to keep portions of their strategic operations internal and outsource the others in which they are not well versed. The reason for keeping a portion of the operations is the real positive strides made in running some of its organizational activities. However, the need to supplement the operations with external expertise can be a better judgment. Therefore, outsourcing partly creates diversification concerning ideas, professionalism and policy contribution. Additionally, the business will be able to retain internal benchmarks for maximization of the outsourcing results. As a clear example, through Company A outsourcing its IM and Email operations, it will be able to gain wider knowledge from the global scale via offshore sourcing. Admittedly, through outsourcing, it will be able to solidify its customer relationships that are an essential cutthroat differentiator.

Retention of organizational relationships

Thirdly, another reason for outsourcing of Email and IM operations is the capability of generating higher levels of retention. The combination of various skills yields better results to the business affiliation. Creativity, talent, and informed outsourced experts ensure timely execution of the myriads of responsibilities bestowed upon them. Consequently, through carefully and innovative operations, the stakeholder relationship is solidified. Every communication that relays from a customer is a viable resource that can lead to retention and more profits. Moreover, outsourced email and IM operations are a huge reason for ensuring revenues are efficiently maintained. Admittedly, through dedication and proper relations, the business image is maintained, and the customers are exposed to better service as opposed to Company a handling the operations. As per Duening & Click (2004), most of the outsourcing