As a result of having implemented FlexGen 4 - AE many hundreds of times over the past 21 years, Software 21 has been afforded the opportunity to develop and provide an extremely comprehensive and effective methodology to support the process. We have identified seven fundamental elements that every enterprise requires be considered, during the lifecycle of each FlexGen 4 - AE implementation. Each of the seven Customer Care elements is influenced to varying degrees by the condition of the company, user requirements, systems integration and the underlying technology supporting it.

Implementation and Project Planning
Many considerations need to go into the development of a FlexGen 4 - AE Implementation Plan, to assure it delivers cost effective and efficient results. Considerations such as enterprise operating priorities will determine the sequence of FlexGen 4 - AE Systems leading off the project typically being ERP, CRM or SCM. Once the seven system priorities are established, then all of the resource requirements are examined along with levels of available user experience, data conversion, and scheduling availability of key users. Software 21 will provide a detailed roadmap by which the overall plan will be managed. Part of the process includes an enterprise inventory of current processes and technologies which may need to be considered during the project. FlexGen 4 - AE configuration and process options need to be decided early in the project to assure that the company receives a software fit that is transparent and fully supportive of the operating strategy of the company. A successful FlexGen 4 - AE implementation is assured based on a solid methodology, experience, user ownership of the plan.

User Training and Education
For many new FlexGen 4 - AE users, this will be their first exposure to a fully integrated and enterprise wide system of the scope and capabilties of FlexGen 4 - AE. Software 21 brings a clear priority of focusing sufficient time and resources to fully preparing each and every user to mastering FlexGen 4 - AE and understanding how it will benefit them directly and the company as a whole. Software 21 provides a very thorough training program that introduces each user to their specific departmental applications, custom menus and features, how they affect other processes in the company and the power of Business Intelligence to optimize their job performance.

Distinct and different from user training is the element of education which focuses on higher level business processes, methods and practices, many of which are new and different than users are accustomed to. Business processes such as Lean Manufacturing, Work Cell technology and Kan Ban can require substantial effort to introduce and discuss, so that every FlexGen 4 - AE user clearly understands their impact, purpose and business value.

Management Training and Education
Every FlexGen 4 - AE implementation must provide key managers and executives a clear and comprehensive understanding of the strategic and business benefits available through its successful implementation. At this level of presentation, Software 21 gears its implementation priorities to high level system understanding, process changes and benefits, key performance indicators and strategic decision making based on FlexGen 4 - AE's Decision Support Services. A key attribute of the Adaptive Enterprise is the quick and fluid management process of identifying business challenges and revenue opportunities early and within a context relevant to your business.

Software 21 will help direct an evaluation across the business, designed to root out inefficient and low value operating procedures not consistent with the highly productive management processes derived through FlexGen 4 - AE. For example, your company's customer service group will benefit by having a comprehnesive web services module available to your company's customers. This provides real-time web available customer information on orders, shipments and products, freeing up time for your employees to support alternative high value tasks for your company.

Business Process Realignment
Integral to the overall effectiveness of FlexGen 4 - AE as a key management tool, is how it is transparently woven into the on going business enterprise and all of its many day to day operating activities. Software 21 strives to minimize the disruptive nature of the typical enterprise software implementation. As a part of the Customer Care program is a detailed " Process Assessment" which is designed to highlight key operations, areas of potential efficiencies and payback, and redundant administration and non-value add activities. Many of the new technologies and methods available in FlexGen 4 - AE will simply replace old less efficient ways of doing business. Business Process Realignment is the discipline of examining in light of FlexGen4 - AE's structure, methods and practices, current operating proceed- ures for value and benefit over the long-term.

Technology Assessment and Training
As a key element of Software 21's overall Customer Care program is the smooth and seamless integration of technology and its full implications on the long-term health and productivity of the business. FlexGen 4 - AE by definition must coexist with many technologies, hardware components and data bases often having a direct impact on data sources and availability. Software 21's consultants will develop an overall implementation strategy which is complimentary to your company's existing enterprise technology base and either enhance its benefits or replace it where warranted in the case of redundancy. or obsolescence.

Systems management and administrative training is built into the Technology Assessment phase of the Customer Care plan and includes data base administration , security and menu modifications, web services and firewall administration, plus ODBC connectivity in selected cases of Business Intelligence.

Systems Integration and Automation
A cornerstone of Software 21's successful implementation methodology includes the comprehensive integration of all the complimentary or supporting technologies surrounding FlexGen 4 - AE. To provide a manufacturing company with all the strategic and business data it requires necessitates that no islands or off-line data sources be overlooked while implementing FlexGen 4- AE. Typical examples of systems integration include full touch screen or bar code supported automated data collection, CAD products like Solidworks, all of Microsoft's Office products and intranets containing engineering and part specifications to name just a few. FlexGen 4 - AE is the hub around which all enterprise information is collected, analyzed and presented to management for decision making and running the business. It must be accurate, timely and comprehensive to assure that the FlexGen 4 - AE is fully optimized and providing its maximum return on investment to your company.

Custom Design and Enhancements
Once the FlexGen 4 - AE implementation is complete and fully functional, the project focus then moves to selected custom enhancements if required and long-term maintenance of the overall enterprise environment. Software 21 is fully prepared to develop and implement a wide range of unique customer requested enhancements if required, or to simply facilitate customer sponsored changes. FlexGen 4 - AE is a very open and available enterprise solution assuring that no operating requirements go unmet if custom enhancements are needed.

Once the FlexGen 4 - AE implementation transitions into long-term maintenance mode, a complete program of customer care services are available to keep all the supporting applications, technologies and underlying processes current and relevant to your company. The plan also includes periodic training and new software introduction and implementation to keep the FlexGen 4 - AE solution delivering business value and returns for many years into the future.