Organizational Background Of Operations And Process...

1.0 Introduction Operations and process management is the backbone of organisations designed to run operational needs, goods and services. Although organisations conduct planning and organisation to operate smoothly, issues arise. This report analyses issues WorkCover Queensland faces with customer relationship management (CRM), focusing on enterprise resource planning (ERP) and how technologies help and hinder the organisation. The report considers capacity management, and terminologies will be defined in line with the organisational background, identified issue, organisation structure and relationship to the issue, issue analysis, and potential improvements and costs. 1.1 Operations and Process Management Defined Operations and process management can be defined as the business functions that work together to manage the creation of organisational goods and services, and involves planning, coordination, organisation and control of all resources including material, technology and people to produce an organisation’s goods and services (Slacks et al 2012, pp. 4-5). 2.0 Organisational Background According to the Corporate Plan 2014-2018 (WorkCover Queensland 2014, p. 1), WorkCover Queensland operates within Queensland, Australia, providing workers and employers with workers’ compensation insurance services. The organisation is government owned and operates under the Workers’ Compensation and Rehabilitation Act 2003. With the vision to provide the best possible benefits andShow MoreRelatedCurrent Rate Of Technological Advancement And The Growth Of Global Competition1300 Words   |  6 Pagesaffecting almost every organization today, regardless of size, market, focus, and so on (Jaros, 2010). Change is a process of transitioning from one approach to another (Parsley Corrigan, 1994) and can be involved because of people’s attitudes and behavior (Goodwyn, 1996). Change is difficult to conceive and implement because it involves people issues (Carnall, 2003). Change management employs formal processes to address the resistance of the organization and stakeholders (Benvenuti, 2011). 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