Download - ERP implementaties Gast college TU Eindhoven Bart Smulders 10-4-2003 Gast college TU Eindhoven Bart Smulders 10-4-2003.

ERP implementatiesERP implementaties

Gast college TU EindhovenGast college TU Eindhoven

Bart SmuldersBart Smulders

10-4-200310-4-2003

Gast college TU EindhovenGast college TU Eindhoven


10-4-200310-4-2003

2

OnderwerpenOnderwerpen

IntroductieIntroductie J.D. EdwardsJ.D. Edwards

GeschiedenisGeschiedenis KenmerkenKenmerken DemonstratieDemonstratie

GereedschappenGereedschappen MethodologieMethodologie ProcesmodulerenProcesmoduleren Overige toolsOverige tools

Implementatie ervaringenImplementatie ervaringen

IntroductieIntroductie J.D. EdwardsJ.D. Edwards

GeschiedenisGeschiedenis KenmerkenKenmerken DemonstratieDemonstratie

GereedschappenGereedschappen MethodologieMethodologie ProcesmodulerenProcesmoduleren Overige toolsOverige tools

Implementatie ervaringenImplementatie ervaringen

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19821982 HTS Electrotechniek, Economische Bedrijfs TechniekHTS Electrotechniek, Economische Bedrijfs Techniek

1982 - 19871982 - 1987 Philips Telecommunicatie Industrie (Hollandse Philips Telecommunicatie Industrie (Hollandse

Signaal Apparaten)Signaal Apparaten) 1987 - 19971987 - 1997

RAET (Getronics)RAET (Getronics) 1997 - 20001997 - 2000

Coopers & Lybrand (PriceWaterhouseCoopers)Coopers & Lybrand (PriceWaterhouseCoopers) 2000 - heden2000 - heden

Deloitte & Touche (…..)Deloitte & Touche (…..)

19821982 HTS Electrotechniek, Economische Bedrijfs TechniekHTS Electrotechniek, Economische Bedrijfs Techniek

1982 - 19871982 - 1987 Philips Telecommunicatie Industrie (Hollandse Philips Telecommunicatie Industrie (Hollandse

Signaal Apparaten)Signaal Apparaten) 1987 - 19971987 - 1997

RAET (Getronics)RAET (Getronics) 1997 - 20001997 - 2000

Coopers & Lybrand (PriceWaterhouseCoopers)Coopers & Lybrand (PriceWaterhouseCoopers) 2000 - heden2000 - heden

Deloitte & Touche (…..)Deloitte & Touche (…..)

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ERP opdeling volgens J.D. EdwardsERP opdeling volgens J.D. Edwards

ERP heeft J.D. Edwards opgesplitst in ERP heeft J.D. Edwards opgesplitst in zeven deelgebieden:zeven deelgebieden: ERPERP CRMCRM SRMSRM SCMSCM Collaboration & IntegrationCollaboration & Integration BIBI Tools & TechnologyTools & Technology

ERP heeft J.D. Edwards opgesplitst in ERP heeft J.D. Edwards opgesplitst in zeven deelgebieden:zeven deelgebieden: ERPERP CRMCRM SRMSRM SCMSCM Collaboration & IntegrationCollaboration & Integration BIBI Tools & TechnologyTools & Technology

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Mijn J.D. Edwards GeschiedenisMijn J.D. Edwards Geschiedenis

1991 1991 World softwareWorld software IBM AS/400IBM AS/400 Green screens Green screens RPGRPG

19971997 OneWorld SoftwareOneWorld Software Multi platformMulti platform

Hardware (AS400/Unix/NT/2000)Hardware (AS400/Unix/NT/2000) Database (Oracle/SQLserver/DB2)Database (Oracle/SQLserver/DB2) Userinterface (Windows/HTML/PDA)Userinterface (Windows/HTML/PDA)

Eigen taal en toolsetEigen taal en toolset

1991 1991 World softwareWorld software IBM AS/400IBM AS/400 Green screens Green screens RPGRPG

19971997 OneWorld SoftwareOneWorld Software Multi platformMulti platform

Hardware (AS400/Unix/NT/2000)Hardware (AS400/Unix/NT/2000) Database (Oracle/SQLserver/DB2)Database (Oracle/SQLserver/DB2) Userinterface (Windows/HTML/PDA)Userinterface (Windows/HTML/PDA)

Eigen taal en toolsetEigen taal en toolset

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CoexistenceCoexistence

World OneWorld

Coexistence

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OneWorld Struktuur CNCOneWorld Struktuur CNC

Server Backbone

Loca

l Are

a N

etw

ork

DeploymentServer

Web Server

Public Internet Access Networkvia VPN

DeveloperWorkstation

Enterprise Server

Citrix Server

Batch Server

OneworldBrowser

Ethernet

Access Router

Remote client

OneworldBrowser

OneworldBrowser

Citrix Client

Citrix Client

Citrix Client

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Manufacturing

Product Data Management

Configurator

Work Orders

Material Planning

Financial

General Accounting

Accounts Receivable

Profit Management

Accounts Payable

Contract Billing

Fixed Assets

Change Management

Foundation

Address Book

Workflow

Tools

Report Writing

Job Cost

Quality Management

Resource & Capacity Planning

Forecasting

Shop Floor Management

-

Service Billing

Localization

Property Management

Expense Management

Benefits Administration

Human Resources

HR and Payroll Foundation

Recruitment Mangement

Performance Management

Compensation Management

Position Control

Partner Process

Safety & Health

Employee Self Service

Managers Self Service

Distribution

Warehouse Managementt

Inventory Management

Advanced Stock Valuation

Sales Order Management

Electronic Commerce

Transportation Management

Procurement

Material Planning

Contact Center

Sales Force Automation

CRM

Field Service

Marketing Automation

Partner Relationship Management

Visual Configurator

Demand Consensus

Mobile Sales

Call Management

Service Order Management

Customer Service Management System

Installed Based Management

Service Contract Management

Customer Service Setup

Customer Self-Service

Supply ChainManagement

Demand Consensus

Demand PlanningEnterprise Asset Management

Fixed Assets

Plant & Equipment Mngt

Product Scheduling (Discrete)

Production & Distribution Planning

Strategic Network Optimization

Warehouse & Transportation

J.D. Edwards modulesJ.D. Edwards modules

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AantallenAantallen

2500 tabellen2500 tabellen

3700 batch programma’s3700 batch programma’s

2300 interactive programma’s2300 interactive programma’s

55000 data elementen55000 data elementen

2500 tabellen2500 tabellen

3700 batch programma’s3700 batch programma’s

2300 interactive programma’s2300 interactive programma’s

55000 data elementen55000 data elementen

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Concepten J.D. EdwardsConcepten J.D. Edwards

One look and feelOne look and feel Version/processing Version/processing

optionsoptions UDC tablesUDC tables QBE QBE GridsGrids AttachmentsAttachments Import/Export/Office Import/Export/Office

integrationintegration WorkflowWorkflow

One look and feelOne look and feel Version/processing Version/processing

optionsoptions UDC tablesUDC tables QBE QBE GridsGrids AttachmentsAttachments Import/Export/Office Import/Export/Office

integrationintegration WorkflowWorkflow

Alle multi’sAlle multi’s CurrencyCurrency SiteSite CompanyCompany LanguageLanguage UserUser

ToolsetToolset Inclusief sourcesInclusief sources

Alle multi’sAlle multi’s CurrencyCurrency SiteSite CompanyCompany LanguageLanguage UserUser

ToolsetToolset Inclusief sourcesInclusief sources

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DemoDemo

IntegratieIntegratie MasterdataMasterdata

Product costing/manufacturing accountingProduct costing/manufacturing accounting ItemsItems BomsBoms RoutingsRoutings WorkordersWorkorders

IntegratieIntegratie MasterdataMasterdata

Product costing/manufacturing accountingProduct costing/manufacturing accounting ItemsItems BomsBoms RoutingsRoutings WorkordersWorkorders

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Reporting toolsReporting tools

Enterprise Report WriterEnterprise Report Writer

ODAODA

BI BI

Cognos,Cognos,

MicrostrategyMicrostrategy

Enterprise Report WriterEnterprise Report Writer

ODAODA

BI BI

Cognos,Cognos,

MicrostrategyMicrostrategy

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Demo OneWorldDemo OneWorld

JDEdwards OneWorld.lnk

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Deloitte & Touche methodologiesDeloitte & Touche methodologies

SolutionPrint for J.D. Edwards - Integrates Process Models, Industry Issues, document publishing, ERP Mapping and simulation in an advanced modeling tool to provide integration between business process improvement and ERP application implementations.

SolutionPrint for J.D. Edwards - Integrates Process Models, Industry Issues, document publishing, ERP Mapping and simulation in an advanced modeling tool to provide integration between business process improvement and ERP application implementations.

Solution Modeler

ExpressTM for J.D. Edwards - Specific, pre-scaled application implementation methodology designed to increase value to J.D. Edwards clients by streamlining activities and eliminating those that have marginal value. The methodology integrates with other tools such as SolutionPrints and ValuePrintTM.

ExpressTM for J.D. Edwards - Specific, pre-scaled application implementation methodology designed to increase value to J.D. Edwards clients by streamlining activities and eliminating those that have marginal value. The methodology integrates with other tools such as SolutionPrints and ValuePrintTM. Browser

Front End

DevelopDistributionNetwork & LogL-010

Develop MaterialStorage & HandlL-020

Address Mat'lDispos & WasteMgt L-030

Manage PhysicalInventory L-040

Provide CustomerEducation & AwareC-010

Respond toCustomer InquiriesC-020

Provide FieldService & SupportC-030

Manage CustomerReturns C-040

Manage ProdWarrant & RecallAct C-050

SupportAftermarketService RequirC-060

DevelopManufacturingStrategy M-010

Plan ProductionM-020

ScheduleProduction M-030

ExecuteProduction M-040

PerformSetup/ChangeoverM-050

Manage LineReplenishmentM-060

Manage ProductDisposition M-070

Control & ReportProduction OperatiM-80

MaintainProduct/ProcessData M-090

Develop &Execute MarketingPlans S-020

Forecast DemandS-030

Develop &ManageRelationshipsS-040

Develop NewProduct ConceptsS-050

Plan ProgramDevelopmentD-010

SummarizeBusiness StrategyD-020

Refine ProductConcepts D-030

Refine ProcessConcepts D-040

Develop SourcingStrategies: CompD-050

Develop ProgramFinancials D-070

Manage FacilityModificationsD-080

Design & DevelopProducts D-090

Design & DevelopProcesses, ToolD-100

Manage CustomerPrototype BuildD-110

Acquire Tools,Equipment &Gauges D-130

Develop &Implement HumanResourc D-140

ValidateProductionCapability D-150

Deployment D-160

Develop &Manage QuotesD-060

SourceComponents &Materials D-120

Capture OrdersO-010

Process OrdersO-020

Pick & PackOrders O-030

Ship Orders O-040

Bill RevenueO-050

Process ReceiptsO-060

DevelopProcurementStrategy P-010

Maintain SupplierData & MonitorP-020

Manage Contracts& Supplier RelatP-030

Create & MaintainPurchase ReqP-040

PurchaseMaterials &Services P-050

Receive Materials& Services P-060

DetermineDiscrepantMaterials P-070

Manage Contracts& Sell ProductsS-060

Launch NewProducts D-170

ManageProgram/ProductChanges D-180

Measure ProgramPerformanceD-190

ManageCollections O-070

Manage PayablesP-080

Market & SellProducts/Ser ...

Develop & Manage Programs (D) Perform Order Management (O) Procure Materials & Services (P) Manufacture Products (M) ManageLogistics (L)

ProvideCustomer Su ...

Operational Processes

Conduct Market,Customer & CompS-010

Receive Invoicefrom Vendor

Match PurchaseOrder & GoodsReceipt Not


Notify AppropriateParties (2)

ResolveDiscrepancies

Receive Invoicefrom Vendor (2)

ReceiveProcurement CardInvoice

Process RecurringPayment

Match Receipt ofGoods & Servicesto Inv

Approve Receiptof Goods &Services

Match Not Approved

RecordCorrections

Propose VendorPayment

Match Approved

Identify OptimumTiming forPayment

Match UsingPurchase Order?

Match on Receiptor Invoice?

On Receipt

Yes

Invoice

Match UsingVendor Invoices?

No

YesNo

No

Create & ReleaseManual Payment(check)

Payment Method Not Electronic

Create & ReleaseElect Paymt(EFT/EDI)

Payment Method Electronic

Update FinancialRecords (2)

P-80 MgePayable/DC-40Asset Acctg

P-80 MgePayable/MR-10Mge Liquid

P-50 PurMat'ls/P-80Manage Paya...

P-80 MgePayable/DC-10Trans Proc


Payment for an Asset



Procure Materials & ServicesManage Payables (P-080)

End P-080

End P-080

End

Payment Not for an Asset

15

Deloitte & Touche methodologiesDeloitte & Touche methodologies

Synergy—A collection of databases containing information on Deloitte & Touche people, engagements, methods, research, service lines, industries, deliverables, and best practices.

Synergy—A collection of databases containing information on Deloitte & Touche people, engagements, methods, research, service lines, industries, deliverables, and best practices.

Value Prints - A structured, experience based method for uncovering the business value of process improvement and technology investments. It builds a quantifiable business case around these investments.

Value Prints - A structured, experience based method for uncovering the business value of process improvement and technology investments. It builds a quantifiable business case around these investments.

MSExcel

Value Prints™

Browser Front End

Deloitte Online eRoom provides shared, secure workplaces on the Web for distributed project teams to do their work. eRoom enables your team to discuss ideas, share information, and make decisions, all within a central location.

Deloitte Online eRoom provides shared, secure workplaces on the Web for distributed project teams to do their work. eRoom enables your team to discuss ideas, share information, and make decisions, all within a central location.

Browser Front End

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J.D. Edwards toolsJ.D. Edwards tools

AutopilotAutopilot

Content managerContent manager

Knowledge gardenKnowledge garden

AutopilotAutopilot

Content managerContent manager

Knowledge gardenKnowledge garden

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The Express™ methodologyThe Express™ methodology

FlexibleFlexible

Modeling Piloting Migration

Comprehensive and robust enough to handle the most complex projects, yet scales to address more limited scope, low cost, rapid timeframe projects. Already designed to meet CSM needs.

Ties together project management, process improvement, change management, system configuration, process integrity, technology infrastructure, and training.

Incorporates reliable project management tools to manage large, complex projects, ensuring integration of desired outcomes.

Emphasizes results in terms of budget, schedule, and quality in addition to technology and process improvement objectives.

ImplementationImplementationConstructionConstructionDesignDesignVisioning & Visioning & TargetingTargeting

Scoping and Scoping and PlanningPlanning

IntegratedIntegrated

StructuredStructured

FocusedFocused

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Information Technology

Training and Performance Support

Change Leadership

Program Management

Process Redesign and Package Implementation

Process and Systems Integrity

Construction ImplementationDesignVisioning & Targeting

Scoping & Planning

Express methodology for J.D. EdwardsExpress methodology for J.D. Edwards

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Implemen Implemen tationtation

Construc Construc tiontionDesignDesignVisioning & Visioning &

TargetingTargetingScoping & Scoping & PlanningPlanning

ActivitiesActivities

z Specify objectivesSpecify objectivesz Determine implementation strategyDetermine implementation strategyz Define project organizationDefine project organizationz Formulate detailed work planFormulate detailed work planz Define project managementDefine project managementz Construct risk analysisConstruct risk analysisz Define training programDefine training programz Make As-Is process modelMake As-Is process model

ProductsProducts

• ObjectivesObjectives• Scope & Planning Scope & Planning • As-Is Process ModelAs-Is Process Model

Phase I: Objectives and PlanningPhase I: Objectives and Planning

z Scope of implementationScope of implementationz Implementation strategyImplementation strategyz Project team & organizationProject team & organizationz Detailed project planDetailed project planz Project management standardsProject management standardsz Risk area mapRisk area mapz Training programTraining programz As-Is process modelAs-Is process model



TargetingTargeting

ScopingScoping and and

PlanningPlanning

Express for Implementation; example Scoping & PlanningExpress for Implementation; example Scoping & Planning

20



TargetingTargeting

ActivitiesActivities ProductsProducts

Implemen Implemen tationtationConstruc tionConstruc tionDesignDesignVisioning & Visioning &

TargetingTargeting


PlanningPlanning

Phase II: Business ModelPhase II: Business Model • Design conceptual To-Be process modelDesign conceptual To-Be process model• Set up training programSet up training program• Create communication planCreate communication plan

z Adjust SolutionPrints for clientAdjust SolutionPrints for clientz Find best solutionFind best solutionz Design communication planDesign communication planz Define migration demandsDefine migration demandsz Design To-Be process modelDesign To-Be process model

z SolutionPrints for clientSolutionPrints for clientz Vision for primary processesVision for primary processesz Communication planCommunication planz Demands for migrationDemands for migrationz To-Be process modelTo-Be process model

Scoping & Scoping & PlanningPlanning

Express for Implementation; example Visioning & TargetingExpress for Implementation; example Visioning & Targeting

21




ActivitiesActivities

z Create and validate business process Create and validate business process design design

z Use Business CaseUse Business Casez Test Prototypes & SimulationsTest Prototypes & Simulationsz Analyze and resolve GapsAnalyze and resolve Gapsz Create data conversion planCreate data conversion plan

ProductsProducts

• Detailed process designDetailed process design• Plan for applications & technologyPlan for applications & technology• Plan Change ManagementPlan Change Management

Phase III: Detailed Process DesignPhase III: Detailed Process Design

z Detailed design business processesDetailed design business processesz Reports and formsReports and formsz Allocation of implementation tasksAllocation of implementation tasksz Specifications conversion and Specifications conversion and

interfacesinterfacesz System documentation planSystem documentation plan



TargetingTargeting


PlanningPlanning

Express for Implementation; example DesignExpress for Implementation; example Design

22

Project Management is the Critical Success Factor for the successful Project Management is the Critical Success Factor for the successful delivery of the implementation project delivery of the implementation project in time and in budget.in time and in budget.Results are monitored with the Business Case.Results are monitored with the Business Case.

InitiationInitiation

Project Management & PlanningProject Management & Planning

Quality Assurance, Risk Management & Management GuidanceQuality Assurance, Risk Management & Management Guidance

Business CaseBusiness Case




Project ManagementProject Management

Express for Implementation; Project ManagementExpress for Implementation; Project Management

23




Change Imperative

Gap Identification, Resolution & Quick Hits

Configuration

Process Scope

Internal &External Assessment

Process Vision & Targets

Process Design Integration Test

Implementation &Cutover Support

Enterprise Structure Acceptance TestConference Room Pilot

Data Design Data Implementation

Process Design & Package Implementation

Express for Implementation; Design & ImplementationExpress for Implementation; Design & Implementation

24




Change Readiness

Assessment

Commitment of the (Top) Management and optimal communication Commitment of the (Top) Management and optimal communication are the keywords for the successful delivery of the implementationare the keywords for the successful delivery of the implementation..

Change Leadership

ProjectTeam

Mobilization

Communication Plan Execution

New Workforce & Management

Job Skills IdentificationWorkforce & Management

Transition

Express for Implementation; Change LeadershipExpress for Implementation; Change Leadership

25

Demo ExpressDemo Express

Express for JDE.htm.lnk

29

SolutionPrint™SolutionPrint™

Level 2: Sub-processes

Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050


Level 1: Processes

Develop & ManagePrograms (D)

* Perform OrderManagement (O)

* Procure Materials &Services (P)

Manufacture Products(M)

Manage Logistics (L) Provide CustomerSupport (C)

Activity Supported by JDE

Activity NotSupported by JDE

Determine OrderType

Create Third PartyOrder

Assign PurchRequisition toThird Party

ProcessConsignmentFill-up Order

ProcessConsignmentOrder Issue

D-10 CustomerReq./O-10 Cap.Orders

M-20 PlanProd/O-10Capture Orders

O-10 AssignPurch/P-40Non-MRP

O-10 CatureOrder/O-20Process Ord

O-10 OrderIssue/O-40Process Goods

O-10 CatureOrder/O-20Process Ord

S-60 Prod.Quote/O-10Deter. Order

Perform Order ManagementCapture Orders (O-010)

Check CreditLimits

Enter OrdersStock/Non-Stock

Enter QuoteOrders

Enter TransferOrders

Enter Direct ShipOrders

Enter BlanketOrders

Determine/ConfirmCustomer Require.

Receive CustomerShip Sch EDI

Receive CustomerPlan Sch EDI

Manage OrderExceptions

Manage CUMReconciliation

Confirm OrderReceipt

Level 3: Activities

30

Framework for Using SolutionPrint™ Framework for Using SolutionPrint™

SolutionPrint Legend

SolutionPrint™Models

ERP Constraints

Gap Analysis

OpportunitiesList

SolutionPrint

Conference Room Pilot

Phase IVPhase IVConstructionConstruction

Phase IIIPhase IIIDesign Design

Phase IIPhase IIVisioning & TargetingVisioning & Targeting

Modeling Piloting

R





































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050
























































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050
























































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050
























































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050
























































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050
























































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050






























Match Not Approved

RecordCorrections


Match Approved




On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End












Match Not Approved

RecordCorrections


Match Approved




On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End












Match Not Approved

RecordCorrections


Match Approved




On Receipt

Yes

Invoice


No

YesNo

No








P-50 PurMat'ls/P-80Manage Paya ...







End P-080

End P-080

End












Match Not Approved

RecordCorrections


Match Approved




On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End












Match Not Approved

RecordCorrections


Match Approved



Match on Receiptor Invoice? On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End












Match Not Approved

RecordCorrections


Match Approved



Match on Receiptor Invoice? On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End


High-Level As-Is Model

Gap Analysis

Gap Analysis

Menu-Program ID & Composer ID Configuration

Menu-Program ID & Composer ID Configuration

Issues Repository





































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050
























































Deployment D-160



Capture OrdersO-010

Process OrdersO-020


Ship Orders O-040

Bill RevenueO-050






























Match Not Approved

RecordCorrections


Match Approved




On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End












Match Not Approved

RecordCorrections


Match Approved




On Receipt

Yes

Invoice


No

YesNo

No















End P-080

End P-080

End


To-Be Model

31

Demo Solution Modeler/PrintDemo Solution Modeler/Print

Solution Modeler v4.0.lnk

32

Knowledge sharingKnowledge sharing

34

Implementatie lessenImplementatie lessen

Ben creatiefBen creatief

Let op grote volumesLet op grote volumes

Branch specifieke zakenBranch specifieke zaken

Commercieel talentCommercieel talent

Interfacing en conversieInterfacing en conversie

Ben creatiefBen creatief

Let op grote volumesLet op grote volumes

Branch specifieke zakenBranch specifieke zaken

Commercieel talentCommercieel talent

Interfacing en conversieInterfacing en conversie

35

( Source: Deloitte & Touche CIO Survey )

Resistance to ChangeInadequate Sponsorship

Unrealistic Expectations

Poor Project Management

Case for Change Not Compelling

Project Team Lacked Skills

Scope Expansion / Uncertainty

No Change Management Program

No Horizontal Process View

IT Perspective Not Integrated

72%

65%

54%

46%

44%

44%

43%

41%

36%

Percentage of Firms0 10 20 30 40 50 60 70 80 90

82%

10 reasons for failure…10 reasons for failure…

36

Knowledge sharing by ConsultantsKnowledge sharing by Consultants

ContributiContribution key-on key-usersusers

Contribution Contribution consultantsconsultants

KnowledgeKnowledgetransfertransfer

The result of knowledge sharing: independent key-usersThe result of knowledge sharing: independent key-users

37

Contact informatieContact informatie

_________________________________________________________________________________________

Bart Smulders

Deloitte & Touche

Management & ICT Consultants

Laan van Kronenburg 2 1183 AS Amstelveen P.O. Box 175 NL-1180 AD Amstelveen the Netherlands E-mail : [email protected] Mobile : +31 (0) 6 2127 2246

Phone : +31 (0) 20 454 7000 Fax : +31 (0) 20 454 7555 _________________________________________________________________________________________