Case Scenario 2: ERP Inc
ERP, Inc., (ERPI) is a leading provider of enterprise integration software (EIS). EIS essentially allows a firm to
connect and integrate processes across all aspects of its business. To fuel its dramatic growth, ERPI has focused
its organization entirely on product development (software programming for a suite of EIS products) and selling
(making the sale and then moving onto a new target) while outsourcing the installation and consulting aspects to the
world‘s largest accounting firms. This also makes ERPI basically a “product company,” whereas most competitors
like Oracle and PeopleSoft in its market space operate as “solutions companies.” One benefit of this focused
strategy is that ERPI’s product is generally recognized as being 200 percent to 300 percent better than competitors’
software, and thus adopters are thus likely to have a 1- to 2-year advantage. In further contrast to the competition,
ERPI has used its partnerships with the accounting firms to deliver a turn-key solution, and has focused this solution
on a market comprised of the world‘s largest, global manufacturers and consumer product companies. The
accounting firms, in turn, coordinate a comprehensive collection of hardware, operating systems, and
complementary software firms. Installation and related consulting for EIS typically cost between $100 and $200
million, with the ERPI software component accounting for only about 20 percent of the installed cost (the remaining
80 percent is spent on the actual installation, not counting the value of the customer’s time). To incentivize the
accounting firms to help sell its product (since, at least initially, the accounting firms had better reputations and
controlled access to the target customers), ERPI told its partners that it will never enter the installations and
consulting side of the business (aside from installation and consulting that ERPI does as part of its software
support). Dangling such a large carrot in front of the accounting firms provided the continuing benefit of
encouraging their continued support of ERPI with their customers.
137. (Refer to Case Scenario 2). Given that software systems like EIS are very complex, and quality is largely a
function of the related installation and consulting processes, how can ERPI control quality and ultimately protect the
reputation of its product (and its name) when it has ultimately outsourced installation to its partners?