Application of Lean Tools and xRM Software Solutions in Order to Increase the Efficiency of Business Processes

Abstract

In this paper wants to stress the importance of connection between organisational Lean tools and software tools that have great flexibility and ability to adapt to business processes of companies. LEAN management means creating more value for the customer by using fewer resources. Lean organisation knows which values their customers require and focuses its key processes to continuously add value to the customer. Elimination of losses in the whole process in stead of in certain parts of the system only creates processes that need less human effort, less space, less capital and less time to develop a product or to perform a service. On the other side, CRM as a concept and software tool have significantly contributed to improving relationship with customers. Development of CRM system is oriented by xRM (Anything relationship management). Processes which can be covered with these solutions are no longer related to relations with customers only, but to a large number of other processes such as managing relationships with suppliers, managing employee relations and managing machinery maintenance. This work wants to show that combining concepts of xRM and Lean can lead to the increase of efficiency and transparency of business processes.