Telephony Inc.

Root cause analysis

Telephony Inc. is a distributor of wireless communications infrastructure and mobile products. As a privately held company with over 40 years of experience, Telephony focused on customer service and product availability. The company offered tens of thousands of products across 14 product categories from more than 300 of the industry’s wireless communications manufacturers.

The head office is in Vancouver, BC. Telephony has nine strategically located distribution centres (DCs) that offered complete solution services across the nation. DCs is in Vancouver, BC; Calgary, AB; Edmonton, AB; Winnipeg, MB; Saskatoon, SK; Mississauga, ON; Montreal, QC; Moncton, NB; and Mount Pearl, NL. This company had a problem with reporting tool. Management at Telephony, like that of many companies, had struggled to adopt and adapt to ever-changing technology tools. There were various opinions about the efficacy of investing yet more money into yet another software package that might or might not improve performance. Despite the hesitation on the part of some executives, management had approved the adoption of a comprehensive reporting and business intelligence solution to overcome the poor reporting functionality of the ERP system. Instead of using employee time to generate the reports, it was decided that all requests for reports would go to IT and be processed in the order they were received as time allowed. This delayed in accessing information and IT manager to be overwhelmed.

Issue identification

No effective training system: without proper training system employees is not able to adopt the tool quickly

Data inconsistency in ERP: There was also a level of mistrust about the numbers in the ERP system, and Telephony’s knew that some people either completely ignored any report that came