Information systems for management ดร. สล ล บ ญพราหมณ 2558

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Information systems for management ดร. สล ล บ ญพราหมณ 2558"

Transcription

1 1 Information systems for management ดร. สล ล บ ญพราหมณ 2558

2 2...ความสว สด ของข าพเจ าจะเก ดข นได ก ด วยบ านเม องของเราม ความเจร ญม นคงเป นปกต ส ข ความเจร ญม นคงท งน นจะส าเร จ ผลเป นจร งไปได ก ด วยท กคนท กฝ ายในชาต ม งท จะปฏ บ ต หน าท ของตนให เต มก าล ง ด วยสต ร ต ว ด วยป ญญาร ผ ด และ ด วยความส จร ตจร งใจ โดยเห นแก ประโยชน ส วนรวมย งกว าส วน อ น ค ดจากพระราชด าร สพระบาทสมเด จพระเจ าอย ห วภ ม พลอด ลยเดชฯ ในการเสด จออกมหาสมาคมใน พระราชพ ธ เฉล มพระชนมพรรษา พ ทธศ กราช ๒๕๕๒

3 Management 3 Mintzberg (1973) separated these roles into three subcategories interpersonal contact information processing decision making

4 interpersonal contact 4 FIGUREHEAD: the manager performs ceremonial and symbolic duties as head of the organization; LEADER: fosters a proper work atmosphere and motivates and develops subordinates; LIASION: develops and maintains a network of external contacts to gather information

5 information processing 5 MONITOR: gathers internal and external information relevant to the organisation; DISSEMINATOR: transmits factual and value based information to subordinates; SPOKESPERSON: communicates to the outside world on performance and policies.

6 decision making 6 ENTREPRENEUR: designs and initiates change in the organisation; DISTURBANCE HANDLER: deals with unexpected events and operational breakdowns;

7 7 RESOURCE ALLOCATOR: controls and authorises the use of organisational resources; NEGOTIATOR: participates in negotiation activities with other organisations and individuals.

8 Perspectives on Information Systems 8 Information Systems Are More Than Computers Using information systems effectively requires an understanding of the organization, management, and information technology shaping the systems. An information system creates value for the firm as an organizational and management solution to challenges posed by the environment.

9 Perspectives on Information Systems 9 Organizational dimension of information systems Hierarchy of authority, responsibility Senior management Middle management Operational management Knowledge workers Data workers Production or service workers

10 10 Levels in a Firm Business organizations are hierarchies consisting of three principal levels: senior management, middle management, and operational management. Information systems serve each of these levels. Scientists and knowledge workers often work with middle management. Robert Anthony's hierarchy of management activity (1965)

11 Types of Information Systems MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS 11

12 12 Three main categories of information systems serve different organizational levels: 1. Operational-level systems: support operational managers, keeping track of the elementary activities and transactions 2. Management-level systems: serve the monitoring, controlling, decision-making, and administrative activities 3. Strategic-level systems: help senior management tackle and address strategic issues

13 13 Major Types of Systems Transaction Processing Systems (TPS) Management Information Systems (MIS) Decision-Support Systems (DSS) Executive Support Systems (ESS)

14 14

15 Transaction Processing Systems (TPS) 15 Basic business systems that serve the operational level A computerized system that performs and records the daily routine transactions necessary to the conduct of the business

16 16 Payroll TPS

17 Typical Applications of TPS 17 Sales/marketing system Manufacturing / production systems Major functions of system Major app system Customer service Sales management Promotion tracking Price changes Dealer communications Sales order info sys Sales commission system Sales support system Scheduling Purchasing Shipping/ receiving operations Machine control systems Purchase order systems Quality control systems

18 Typical Applications of TPS 18 Major functions of system Major app system Finance/accounting systems General ledger Billing Cost accounting General ledger Payroll Account receivable / payable Funds management systems Human resources system Personnel records Benefits Compensation Labor relations Training Employee records Benefit systems Employee skill inventory

19 Typical Applications of TPS 19 Major functions of system Major app system Other types e.g. university Admissions Grade records Course records Alumni records Registration system Student transcript system Curriculum class control systems Alumni benefactor system

20 Management Information Systems (MIS) 20 Inputs: High volume transaction level data Processing: Simple models Outputs: Summary reports Users: Middle managers Example: Annual budgeting

21 21 Management Information Systems (MIS) (continued)

22 22 A sample MIS report

23 Decision-Support Systems (DSS) 23 Inputs: Transaction level data Processing: Interactive Outputs: Decision analysis Users: Professionals, staff Example: Contract cost analysis

24 24 Voyage-estimating decision-support system

25 EXECUTIVE SUPPORT SYSTEMS (ESS) 25 Inputs: Aggregate data Processing: Interactive Outputs: Projections Users: Senior managers Example: 5 year operating plan

26 26 Top Level Management Designed to the individual senior manager Ties CEO to all levels Very expensive to keep up Extensive support staff

27 27 Model of a Typical Executive Support System

28 28 Relationship of Systems to One Another Interrelationships among systems

29 29 In contemporary digital firms, the different types of systems are closely linked to one another. This is the ideal. In traditional firms these systems tend to be isolated from one another, and information does not flow seamlessly from one end of the organization to the other. Efficiency and business value tend to suffer greatly in these traditional firms

30 Sales and Marketing Systems 30 Major functions of systems: Sales management, market research, promotion, pricing, new products Major application systems: Sales order info system, market research system, pricing system

31 31 system description Org level Order processing Enter, process, and operational track orders Pricing analysis Determine prices management for product and services Sales trend forecasting Prepare 5-year sales forecasts strategic Sales and Marketing Systems

32 Manufacturing and Production Systems 32 Major functions of systems: Scheduling, purchasing, shipping, receiving, engineering, operations Major application systems: Materials resource planning systems, purchase order control systems, engineering systems, quality control systems

33 33 system description Org level Machine control Control the actions of machines and equipment Production planning Decide when and how many products should be produced Facilities location Decide where to locate new production facilities operational management strategic Manufacturing and Production Systems

34 34 Overview of an Inventory System

35 Financing and Accounting Systems 35 Major functions of systems: Budgeting, general ledger, billing, cost accounting Major application systems: General ledger, accounts receivable, accounts payable, budgeting, funds management systems

36 36 system description Org level Account receivable Budgeting Tracks money owed the firm Prepares short-term budgets operational management Profit planning Plans long-term profits strategic Financing & Accounting Systems

37 Human Resource Systems 37 Major functions of systems: Personnel records, benefits, compensation, labor relations, training Major application systems: Payroll, employee records, benefit systems, career path systems, personnel training systems

38 38 system description Org level Training and development Compensation analysis Human resources planning Tracks employee training, skills, and performance appraisals Monitors the range and distribution of employee wages, salaries, and benefits Plans the long-term labor forces needs of the organization operational management strategic Human Resource Systems

39 39 An Employee Recordkeeping System

40 Business Processes and Information Systems 40 Business processes: Manner in which work is organized, coordinated, and focused to produce a valuable product or service Concrete work flows of material, information, and knowledge sets of activities Unique ways to coordinate work, information, and knowledge Ways in which management chooses to coordinate work

41 41 Information systems help organizations achieve great efficiencies by automating parts of processes IS also contributes to completely rethinking processes. Business processes typically span several different functional areas.

42 Examples of Business Processes 42 Manufacturing and production: Assembling product, checking quality, producing bills of materials Sales and marketing: Identifying customers, creating customer awareness, selling

43 43 Finance & accounting: Paying creditors, creating financial statements, managing cash accounts Human resources: Hiring employees, evaluating performance, enrolling employees in benefits plans

44 Cross-Functional Business Processes: 44 Transcend boundary between sales, marketing, manufacturing, and research and development Group employees from different functional specialties to a complete piece of work Example: Order Fulfillment Process

45 45 The Order Fulfillment Process

46 Systems for Enterprise-Wide Process Integration 46 Enterprise applications: Designed to support organization-wide process coordination and integration Consist of: Enterprise systems Supply chain management systems Customer relationship management systems Knowledge management systems

47 Enterprise Systems 47 also known as enterprise resource planning (ERP) systems, provide a single information system for organization-wide coordination and integration of key business processes. Information that was previously fragmented in different systems can seamlessly flow throughout the firm so that it can be shared by business processes in manufacturing, accounting, human resources, and other areas.

48 48 Enterprise Application Architecture

49 49 Traditional Silo View of Information Systems Within the business: There are functions, each having its uses of information systems Outside the organization s boundaries: There are customers and vendors Functions tend to work in isolation

50 50 Traditional View of Systems

51 51 Enterprise Systems

52 Benefits of Enterprise Systems 52 Help to unify the firm s structure and organization: One organization Management: Firm wide knowledge-based management processes Technology: Unified platform Business: More efficient operations & customerdriven business processes

53 Challenges of Enterprise Systems 53 Difficult to build: Require fundamental changes in the way the business operates Technology: Require complex pieces of software and large investments of time, money, and expertise Centralized organizational coordination and decision making: Not the best way for the firms to operate

54 Supply Chain Management (SCM) 54 Close linkage and coordination of activities involved in buying, making, and moving a product Integrates supplier, manufacturer, distributor, and customer logistics time Reduces time, redundant effort, and inventory costs Network of organizations and business processes

55 55 Helps in procurement of materials, transformation of raw materials into intermediate and finished products Helps in distribution of the finished products to customers Includes reverse logistics - returned items flow in the reverse direction from the buyer back to the seller

56 56 Haworth s Supply Chain Management Systems

57 57 Information from Supply Chain Management Systems helps firms: Decide when and what to produce, store, and move Rapidly communicate orders Track the status of orders Check inventory availability and monitor inventory levels

58 58 Reduce inventory, transportation, and warehousing costs Track shipments Plan production based on actual customer demand Rapidly communicate changes in product design

59 Customer Relationship Management (CRM) 59 Manages all ways used by firms to deal with existing and potential new customers Business and technology discipline Uses information system to coordinate entire business processes of a firm Provides end- to- end customer care Provides a unified view of customer across the company Consolidates customer data from multiple sources and provides analytical tools for answering questions

60 60 Customer Relationship Management (CRM)

61 Knowledge Management Systems 61 Collects relevant knowledge and make it available wherever and whenever it is needed Support business processes and management decisions Also link the firm to external sources of knowledge Support processes for acquiring, storing, distributing, and applying knowledge

62 62 Management Opportunities: There are extraordinary opportunities to use information systems to achieve business value, and increase profitability

63 63 Management Challenges: Integration and the whole firm view: Given the different interests and perspectives within a firm, it is difficult to achieve consensus about the need for the "whole firm" viewpoint. Management and employee training: Training a large number of employees on many systems in a large organization involves commensurately large investments.

64 64 Accounting for the cost of systems and managing demands for systems: Given the large number of different types of systems in a firm, and the large number of people involved with using them, it is a complex task to understand which systems are truly necessary and productive with high returns on investment

65 Solution Guidelines: 65 Inventory the firm s information systems: Develop a list of firm-wide information requirements to give a 360-degree view of the most important information needs of the firm. Employee and management education: Ensure that you understand how much training is required. Account for the costs and benefits: Develop an accounting system for information services firmwide.

66 66 Reference Kenneth C. Laudon & Carol Guercio Traver. (2011). Management Information Systems: Managing the Digital Firm. 12th Ed. Prentice Hall.

Information Systems in the Enterprise

Information Systems in the Enterprise Chapter 2 Information Systems in the Enterprise 2.1 2006 by Prentice Hall OBJECTIVES Evaluate the role played by the major types of systems in a business and their relationship to each other Describe the

More information

Chapter INFORMATION SYSTEMS IN THE ENTERPRISE

Chapter INFORMATION SYSTEMS IN THE ENTERPRISE Chapter 2 INFORMATION SYSTEMS IN THE ENTERPRISE What is Information System? Set of Interrelated Components that collect, process, store and distribute information to support decision making and control

More information

Lecture-2-The Strategic Role of Information Systems

Lecture-2-The Strategic Role of Information Systems Lecture-2-The Strategic Role of Information Systems Thepul Ginige 1 LEARNING OBJECTIVES Analyze roles of 6 types of information systems Describe types of information systems Analyze relationships between

More information

Introduction to Management Information Systems

Introduction to Management Information Systems IntroductiontoManagementInformationSystems Summary 1. Explain why information systems are so essential in business today. Information systems are a foundation for conducting business today. In many industries,

More information

Chapter 2: Information Systems in the Enterprise

Chapter 2: Information Systems in the Enterprise Chapter 2: Information Systems in the Enterprise 1 Reading Notes for Chapter 2 in the textbook The chapter introduces six types of information systems. Figure 2.1 and table 2.1 give an overall picture

More information

IT FOR BUSINESS AND FINANCE. BUSINESS PROCESSES and INFORMATION SYSTEMS

IT FOR BUSINESS AND FINANCE. BUSINESS PROCESSES and INFORMATION SYSTEMS IT FOR BUSINESS AND FINANCE BUSINESS PROCESSES and INFORMATION SYSTEMS SYSTEM (definition) A group of interacting, interrelated, or interdependent elements forming a complex whole presenting the following

More information

Management Information Systems

Management Information Systems Faculty of Foundry Engineering Virtotechnology Management Information Systems Classification, elements, and evolution Agenda Information Systems (IS) IS introduction Classification Integrated IS 2 Information

More information

E-Business: How Businesses Use Information Systems

E-Business: How Businesses Use Information Systems Chapter 2 E-Business: How Businesses Use Information Systems 2.1 2007 by Prentice Hall Business Processes and Information Systems Business processes: Workflows of material, information, knowledge Sets

More information

Global E-Business: How Businesses Use Information Systems

Global E-Business: How Businesses Use Information Systems Introduction to Information Management IIM, NCKU Learning Objectives (2/2) Global E-Business: How Businesses Use Information Systems Explain the difference between e-business, e- commerce, and e-government.

More information

Management Information Systems

Management Information Systems Management Information Systems Information Systems, Global Business and E-business Lecturer: Richard Boateng, PhD. Lecturer in Information Systems, University of Ghana Business School Executive Director,

More information

1. Global E Business and Collaboration. Lecture 2 TIM 50 Autumn 2012

1. Global E Business and Collaboration. Lecture 2 TIM 50 Autumn 2012 1. Global E Business and Collaboration Lecture 2 TIM 50 Autumn 2012 Objective of the Learning The Major Feature of Business Systems Performance of Business Organization Levels of Business management The

More information

Global E-Business and Collaboration

Global E-Business and Collaboration Chapter 2 Global E-Business and Collaboration 2.1 Copyright 2011 Pearson Education, Inc. STUDENT LEARNING OBJECTIVES What are the major features of a business that are important for understanding the role

More information

Global E-business and Collaboration

Global E-business and Collaboration Global E-business and Collaboration Content Define and describe business processes and their relationship to information systems. Evaluate the role played by systems serving the various levels of management

More information

BUS 516 Computer Information Systems. Global E-business and Collaboration

BUS 516 Computer Information Systems. Global E-business and Collaboration BUS 516 Computer Information Systems Global E-business and Collaboration Business Functions Business Processes Collection of activities required to produce a product or service These activities are supported

More information

Alexander Nikov. 2. Information systems and business processes. Learning objectives

Alexander Nikov. 2. Information systems and business processes. Learning objectives INFO 1500 Introduction to IT Fundamentals 2. Information systems and business processes Learning objectives Define and describe business processes and their relationship to information systems. Evaluate

More information

E-Business: Use of Information Systems

E-Business: Use of Information Systems E-Business: Use of Information Systems Reading: Laudon & Laudon chapter 2 Additional Reading: Brien & Marakas chapter 1 COMP 5131 1 Outline Components of Business Business Process Managing Business and

More information

ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS

ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS Content How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems

More information

INFO1400. 1. What are business processes? How are they related to information systems?

INFO1400. 1. What are business processes? How are they related to information systems? Chapter 2 INFO1400 Review Questions 1. What are business processes? How are they related to information systems? Define business processes and describe the role they play in organizations. A business process

More information

Management Information Systems

Management Information Systems Management Information Systems Information Systems, Global Business and E-business Lecturer: Richard Boateng, PhD. Lecturer in Information Systems, University of Ghana Business School Executive Director,

More information

Introduction to Information Management IIM, NCKU. Enterprise Systems

Introduction to Information Management IIM, NCKU. Enterprise Systems Introduction to Information Management IIM, NCKU Enterprise Systems Aka enterprise resource planning (ERP) systems Suite of integrated software modules and a common central database Collects data from

More information

Enhancing Decision Making

Enhancing Decision Making Enhancing Decision Making Content Describe the different types of decisions and how the decision-making process works. Explain how information systems support the activities of managers and management

More information

Information Systems as Support to Corporate Management

Information Systems as Support to Corporate Management Florida Veljanoska, Majlinda Axhiu Information Systems as Support to Corporate Management Article Info:, Vol. 8 (2013), No. 4, pp. 003-009 Received 12 July 2013 Accepted 25 September 2013 UDC 005.21:334.72.021;

More information

Challenges. Taxonomy of Information Systems. Approach to taxonomy. Organizational taxonomy. Operational-level systems

Challenges. Taxonomy of Information Systems. Approach to taxonomy. Organizational taxonomy. Operational-level systems Challenges Taxonomy of Information s Businesses need different types of information systems to support decision making and work activities for various organizational levels, functions Although it is necessary

More information

Enterprise Applications

Enterprise Applications Enterprise Applications Reading: Laudon & Laudon chapter 8 Additional Reading: Brien & Marakas chapter 7 COMP 5131 1 Outline Enterprise Systems Supply Chain Management Support Customer Relationship Management

More information

Community Development and Training Centre Semester 2 2006 IT 245 Management Information Systems

Community Development and Training Centre Semester 2 2006 IT 245 Management Information Systems Community Development and Training Centre Semester 2 2006 IT 245 Management Information Systems Chapter 4 Electronic E-Business System Cross-Functional E-Business Applications. Major E-business applications

More information

2 Information. Systems in the Enterprise. objectives. Alpina Mooves Faster with Enterprise Systems

2 Information. Systems in the Enterprise. objectives. Alpina Mooves Faster with Enterprise Systems 2 2 Information Systems in the Enterprise objectives After completing this chapter, you will be able to: 1. Analyze the role played by the six major types of information in organizations and their relationship

More information

Course 103402 MIS. Achieving Operational Excellence and Customer Intimacy

Course 103402 MIS. Achieving Operational Excellence and Customer Intimacy Oman College of Management and Technology Course 103402 MIS Topic 7 Achieving Operational Excellence and Customer Intimacy CS/MIS Department Enterprise Systems Management Information Systems Enterprise

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

Management Information Systems MANAGING THE DIGITAL FIRM, 12 TH EDITION GLOBAL EDITION

Management Information Systems MANAGING THE DIGITAL FIRM, 12 TH EDITION GLOBAL EDITION MANAGING THE DIGITAL FIRM, 12 TH EDITION GLOBAL EDITION Chapter 9 ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS VIDEO CASES Case 1: Sinosteel Strengthens Business Management

More information

Strategic Management and Leadership. Prepared by Mr Rabeel Sabar

Strategic Management and Leadership. Prepared by Mr Rabeel Sabar Strategic Management and Leadership Prepared by Mr Rabeel Sabar Strategy Defined as: A plan of action designed to achieve a longterm or overall aim (Oxford, 2011) Strategy in Business World Defined as:

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 8.1 Copyright 2011 Pearson Education, Inc STUDENT LEARNING OBJECTIVES How do enterprise systems help businesses

More information

Enterprise Resource Planning. Dr. Chawalit Jeenanunta

Enterprise Resource Planning. Dr. Chawalit Jeenanunta Enterprise Resource Planning Dr. Chawalit Jeenanunta Chapter Objectives Name a business's main areas of operation. Differentiate a business process from a business function. Identify the kinds of data

More information

INSIDE COVER - BLANK

INSIDE COVER - BLANK INSIDE COVER - BLANK INSTITUTE OF CERTIFIED PUBLIC ACCOUNTANTS OF RWANDA Level 2 L2.2 INFORMATION SYSTEMS First Edition 2012 This study manual has been fully revised and updated in accordance with the

More information

Enterprise Systems: From Supply Chains to ERP to CRM

Enterprise Systems: From Supply Chains to ERP to CRM Enterprise Systems: From Supply Chains to ERP to CRM Management Information Code: 164292-02 Course: Management Information Period: Autumn 2013 Professor: Sync Sangwon Lee, Ph. D D. of Information & Electronic

More information

CHAPTER 12: INFORMATION SYSTEMS IN BUSINESS

CHAPTER 12: INFORMATION SYSTEMS IN BUSINESS CHAPTER 12: INFORMATION SYSTEMS IN BUSINESS Multiple Choice: 1. A computer system performs all of the following basic functions EXCEPT: A. output. B. input. C. acquisition. D. processing. Answer: C Reference:

More information

Interorganizational Systems, ERPs and CRM

Interorganizational Systems, ERPs and CRM Interorganizational Systems, ERPs and CRM Athens University of Economics and Business Department of Management Science and Technology ISTLab/ Wireless Research Center George M. Giaglis giaglis@aueb.gr

More information

Online Chapter A The Role of the Systems Analyst

Online Chapter A The Role of the Systems Analyst Systems Analysis and Design in a Changing World, sixth edition A-1 Online Chapter A The Role of the Systems Analyst Table of Contents Chapter Overview Learning Objectives Why read this chapter? This chapter

More information

AN OVERVIEW OF SYSTEMS ANALYSIS: SYSTEMS ANALYSIS AND THE ROLE OF THE SYSTEMS ANALYST. Lecture 1. 21.10.2014, Tuesday

AN OVERVIEW OF SYSTEMS ANALYSIS: SYSTEMS ANALYSIS AND THE ROLE OF THE SYSTEMS ANALYST. Lecture 1. 21.10.2014, Tuesday AN OVERVIEW OF SYSTEMS ANALYSIS: SYSTEMS ANALYSIS AND THE ROLE OF THE SYSTEMS ANALYST Lecture 1 21.10.2014, Tuesday 2 A Series of Lectures 1.The Role of the Systems 2.Project Planning and Project Management

More information

Fundamentals of Information Systems, Seventh Edition

Fundamentals of Information Systems, Seventh Edition Chapter 1 An Introduction to Information Systems in Organizations 1 Principles and Learning Objectives The value of information is directly linked to how it helps decision makers achieve the organization

More information

Management levels. Middle-level managers

Management levels. Middle-level managers MANAGEMENT LEVELS 2 Management levels Managers are organizational members who are responsible for the work performance of other organizational members. Managers have formal authority to use organizational

More information

Process ERP Software Selection RFP Template

Process ERP Software Selection RFP Template Process ERP Software Selection RFP Template KB Description: Goal: The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources

More information

An Overview of Organizational Behavior

An Overview of Organizational Behavior CHAPTER 1 An Overview of Organizational Behavior MULTIPLE CHOICE QUESTIONS Ans: D Page: 3 Group Ans: A Page: 3 Group Page: 4 AACSB: Communication Analytic skills Group Page: 4-5 Group 1. No matter how

More information

Functional Area Systems Lecture 5

Functional Area Systems Lecture 5 ACS-1803 Introduction to Information Systems Instructor: David Tenjo Functional Area Systems Lecture 5 1 1. ACCOUNTING TRANSACTION SYSTEMS 2 1 Business Transaction Cycles 3 Business Transaction Cycles

More information

Technology-Driven Demand and e- Customer Relationship Management e-crm

Technology-Driven Demand and e- Customer Relationship Management e-crm E-Banking and Payment System Technology-Driven Demand and e- Customer Relationship Management e-crm Sittikorn Direksoonthorn Assumption University 1/2004 E-Banking and Payment System Quick Win Agenda Data

More information

Concepts in Enterprise Resource Planning. 2 nd Edition. Business Functions, Processes, and Data Requirements

Concepts in Enterprise Resource Planning. 2 nd Edition. Business Functions, Processes, and Data Requirements Concepts in Enterprise Resource Planning 2 nd Edition Business Functions, Processes, and Data Requirements Chapter Objectives Name a business's main areas of operation. Differentiate a business process

More information

ORGANIZATIONAL BEHAVIOR

ORGANIZATIONAL BEHAVIOR Overview ORGANIZATIONAL BEHAVIOR Lesson 2 In last lecture we tried to understand the term of organizational behavior its need and its impact on the organization. The focus in this discussion is to have

More information

ACS-1803 Introduction to Information Systems. Enterprise Information Systems. Lecture Outline 6

ACS-1803 Introduction to Information Systems. Enterprise Information Systems. Lecture Outline 6 ACS-1803 Introduction to Information Systems Instructor: David Tenjo Enterprise Information Systems Lecture Outline 6 1 Learning Objectives 1. Explain how organizations support business activities by using

More information

CHAPTER 11 SUPPLY CHAIN MANAGEMENT

CHAPTER 11 SUPPLY CHAIN MANAGEMENT CHAPTER 11 SUPPLY CHAIN MANAGEMENT 1 Learning Objectives Learn about the supply chain network and management drivers. Understand the complexity and importance of the integration of supply chain. Learn

More information

Electronic Business. Electronic Business: Digital Markets and Digital Goods

Electronic Business. Electronic Business: Digital Markets and Digital Goods Electronic Business Electronic Business: Digital Markets and Digital Goods Lecturer: Richard Boateng, PhD. Lecturer in Information Systems, University of Ghana Business School Executive Director, PearlRichards

More information

Management Information Systems CHAPTER OUTLINE LEARNING OBJECTIVES. Information Systems: Concepts and Management. Types of Information Systems

Management Information Systems CHAPTER OUTLINE LEARNING OBJECTIVES. Information Systems: Concepts and Management. Types of Information Systems Management Information Systems Information Systems: Concepts and Management Dr. Shankar Sundaresan (Adapted from Introduction to IS, Rainer and Turban) CHAPTER OUTLINE Types of Information Systems Why

More information

About ERP Software Whitepaper

About ERP Software Whitepaper About ERP Software Whitepaper Many people have heard the term ERP used in a conversation but don t fully understand what it means. This whitepaper will provide information about the processes and advantages

More information

Four distribution strategies for extending ERP to boost business performance

Four distribution strategies for extending ERP to boost business performance Infor ERP Four distribution strategies for extending ERP to boost business performance How to evaluate your best options to fit today s market pressures Table of contents Executive summary... 3 Distribution

More information

Session 13 Enterprise Systems Copyright 2005 Thomas Malone

Session 13 Enterprise Systems Copyright 2005 Thomas Malone 15.561 Information Technology Essentials Session 13 Enterprise Systems Copyright 2005 Thomas Malone Outline Overview of major IT applications Examples of enterprise systems Enterprise Resource Planning

More information

ENTERPRISE APPLICATIONS

ENTERPRISE APPLICATIONS CHAPTER EIGHT ENTERPRISE APPLICATIONS Business Communications 2011 The McGraw-Hill Companies, All Rights Reserved 2 CHAPTER OVERVIEW SECTION 8.1 Enterprise Systems and Supply Chain Management Building

More information

Department of Management

Department of Management Department of Management Course Student Learning Outcomes (ITM and MGMT) ITM 1270: Fundamentals of Information Systems and Applications Upon successful completion of the course, a student will be able

More information

4 Key Tools for Managing Shortened Customer Lead Times & Demand Volatility

4 Key Tools for Managing Shortened Customer Lead Times & Demand Volatility ebook 4 Key Tools for Managing Shortened Customer Lead Times & Demand Volatility 4 Key Tools for Managing Shortened Customer Lead Times & Demand Volatility S U P P L Y C H A I N Content Introduction Tool

More information

Management Information System Prof. Biswajit Mahanty Department of Industrial Engineering & Management Indian Institute of Technology, Kharagpur

Management Information System Prof. Biswajit Mahanty Department of Industrial Engineering & Management Indian Institute of Technology, Kharagpur Management Information System Prof. Biswajit Mahanty Department of Industrial Engineering & Management Indian Institute of Technology, Kharagpur Lecture - 03 Introduction III Welcome to all. Today let

More information

DIPLOMA IN SUPPLY CHAIN MANAGEMENT Training Program

DIPLOMA IN SUPPLY CHAIN MANAGEMENT Training Program FINAL CERTIFICATION AWARDED BY IMRTC - USA DIPLOMA IN SUPPLY CHAIN MANAGEMENT Training Program Supply chain management programs are offered at all levels of desired expertise including certificate or diploma,

More information

Chapter 2 Global E-Business and Collaboration

Chapter 2 Global E-Business and Collaboration 1 Chapter 2 Global E-Business and Collaboration LEARNING TRACK 1: SYSTEMS FROM A FUNCTIONAL PERSPECTIVE We will start by describing systems using a functional perspective because this is the most straightforward

More information

Information Systems for Business Operations

Information Systems for Business Operations Information Systems for Business Operations MBA 8125 Week 1 Sources: Laudon & Laudon (2006) Straub (2002) Stacie Petter 2005 1 Outline Why Study IT? Information Systems Basics e-commerce Management Challenges

More information

1) A complete SCM solution includes customers, service providers and partners. Answer: TRUE Diff: 2 Page Ref: 304

1) A complete SCM solution includes customers, service providers and partners. Answer: TRUE Diff: 2 Page Ref: 304 Enterprise Systems for Management, 2e (Motiwalla/Thompson) Chapter 11 Supply Chain Management 1) A complete SCM solution includes customers, service providers and partners. Diff: 2 Page Ref: 304 2) SCM

More information

White Paper February 2009. IBM Cognos Supply Chain Analytics

White Paper February 2009. IBM Cognos Supply Chain Analytics White Paper February 2009 IBM Cognos Supply Chain Analytics 2 Contents 5 Business problems Perform cross-functional analysis of key supply chain processes 5 Business drivers Supplier Relationship Management

More information

Save from: www.uotiq.org/dep-cs. University of Technology Computer Science Department. 4 th Class Management Information Systems (MIS)

Save from: www.uotiq.org/dep-cs. University of Technology Computer Science Department. 4 th Class Management Information Systems (MIS) Save from: www.uotiq.org/dep-cs University of Technology Computer Science Department 4 th Class Management Information Systems (MIS) استاذ المادة: د.علياء عبداالله Reference book: "Management Information

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 9.1 2007 by Prentice Hall LEARNING OBJECTIVES Demonstrate how enterprise systems achieve operational excellence

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise. Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise. Applications Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Lecturer: Richard Boateng, PhD. Applications Lecturer in Information Systems, University of Ghana Business School Executive

More information

MBA REQUIRED (CORE) COURSES

MBA REQUIRED (CORE) COURSES MBA REQUIRED (CORE) COURSES ACCT 720 - Strategic Cost Management Study of the role of cost management methods in aiding managers in all of their planning, controlling and evaluating activities; focus on

More information

Do You Need ERP? The Magnum Group Technical Publications Division

Do You Need ERP? The Magnum Group Technical Publications Division Do You Need ERP? A Cost-Benefit Analysis of ERP with Respect to Small and Medium Business Enterprises Compiled by the Database Services Division of The Magnum Group What is ERP? Today s business scenario

More information

Courses in Business and Administrative Services (C4)

Courses in Business and Administrative Services (C4) Courses in Business and Administrative Services (C4) PATHWAY COURSES SUBJECT CODE Business Foundations 1 141000 Fundamentals of Business and Administrative Services 2 142000 Management Principles 141025

More information

HISTORY AND INTRODUCTION

HISTORY AND INTRODUCTION HISTORY AND INTRODUCTION I 1 Introduction The APICS dictionary defines the term supply chain as either the processes from the initial raw materials to the ultimate consumption of the finished product linking

More information

Cost-effective supply chains: Optimizing product development through integrated design and sourcing

Cost-effective supply chains: Optimizing product development through integrated design and sourcing Cost-effective supply chains: Optimizing product development through integrated design and sourcing White Paper Robert McCarthy, Jr., associate partner, Supply Chain Strategy Page 2 Page 3 Contents 3 Business

More information

SUPPLY CHAIN (SC) DRIVERS AND OBSTACLES

SUPPLY CHAIN (SC) DRIVERS AND OBSTACLES SUPPLY CHAIN (SC) DRIVERS AND OBSTACLES Drivers of SC performance Facilities Inventory Transportation Information Sourcing Pricing The discussion here is mainly concerned with how these drivers are used

More information

Koffka Khan. Tutorial 9 INFO 1400

Koffka Khan. Tutorial 9 INFO 1400 INFO 1400 Koffka Khan Project 1: Presentations: 10 minutes per group Present 1: Group 5 Alyssa Prescott Amarnath Maharaj Vishal Benny Reonne Slater Present 2: Group 20 Anil Lutchman Paige Bishop Zaahir

More information

Functional Area Systems Production / Operation Systems

Functional Area Systems Production / Operation Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Functional Area Systems Production / Operation Systems Lecture Outline 5, Part 2 ACS-1803 Introduction to Information Systems Examples:

More information

26/10/2015. Functional Area Systems Production / Operation Systems. Examples: Functional Area Info Systems. Functional Area Information Systems

26/10/2015. Functional Area Systems Production / Operation Systems. Examples: Functional Area Info Systems. Functional Area Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Functional Area Systems Production / Operation Systems Lecture Outline 5, Part 2 ACS-1803 Introduction to Information Systems Examples:

More information

Strategic Sourcing in a Data-Driven Decision-Making World

Strategic Sourcing in a Data-Driven Decision-Making World Strategic Sourcing in a Data-Driven Decision-Making World Victor B. Wayhan, Ph.D. Supply Chain Management Program C.T. Bauer College of Business University of Houston 1 The Competency Gap Knowledge, Skills,

More information

Transforming Enterprise

Transforming Enterprise Transforming Enterprise OpenERP Solutions www.apagen.com About Apagen Appearance Apagen Solutions, head office is based out of Delhi Apagen is a sister concern of Enventa Group Track record of world class

More information

Turban and Volonino. Enterprise Systems: Supply Chains, ERP, CRM & KM

Turban and Volonino. Enterprise Systems: Supply Chains, ERP, CRM & KM Turban and Volonino Chapter 10 Enterprise Systems: Supply Chains, ERP, CRM & KM Information Technology for Management Improving Performance in the Digital Economy 7 th edition John Wiley & Sons, Inc. Slides

More information

Cognos Analytic Applications Sales Analysis

Cognos Analytic Applications Sales Analysis Cognos Analytic Applications Sales THE KEY TO CLOSING MORE AND LARGER DEALS FASTER IS UNDOUBTEDLY BUILDING STRONG CUSTOMER RELATIONSHIPS. WHEN A SALES ORGANIZATION HAS THE RIGHT INFORMATION ABOUT CUSTOMER

More information

Mapping Your Future. Supply Chain Management. What is Supply Chain Management? Why Work in Supply Chain Management?

Mapping Your Future. Supply Chain Management. What is Supply Chain Management? Why Work in Supply Chain Management? What is? Supply chain management (SCM) makes sure the right amount of raw materials are in the right place at the right time so that they can be made into finished products and sold to the customer. The

More information

Scope of Supply Chain Management (SCM)

Scope of Supply Chain Management (SCM) Scope of Supply Chain Management (SCM) Session Speaker Prof. P.S.satish 1 Session Objectives To understand the scope of Supply Chain Management To compare different activities of Supply Chain Management

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 8.1 2007 by Prentice Hall STUDENT OBJECTIVES How enterprise systems achieve operational excellence by integrating

More information

Enterprise Resource Planning Analysis of Business Intelligence & Emergence of Mining Objects

Enterprise Resource Planning Analysis of Business Intelligence & Emergence of Mining Objects Enterprise Resource Planning Analysis of Business Intelligence & Emergence of Mining Objects Abstract: Build a model to investigate system and discovering relations that connect variables in a database

More information

1.3 ERP System Evolution

1.3 ERP System Evolution 1.3 ERP System Evolution Learning Objectives State the purpose of enterprise resource planning (ERP) systems List the challenges facing the industry List the development stages of the manufacturing planning

More information

Career Technical Assurance Guide (CTAG) Area. Articulation Number (CTAN)

Career Technical Assurance Guide (CTAG) Area. Articulation Number (CTAN) Business Foundations Subject Code: 141000 This is the first course for the Business and Administrative Services, Finance and Marketing career fields. It introduces students to specializations within the

More information

Production and Operations Management

Production and Operations Management Production and Operations Management Norman Gaither Greg Frazier 1996 Wadsworth Publishing Company Chapter 1 Production and Operations Management (POM): An Introduction Overview Introduction Factors Affecting

More information

Department of Marketing

Department of Marketing Department of Marketing FACULTY Professors Baer, Hill; Associate Professors Bond (chair), Griffin, Johlke; Assistant Professors Garrett, Iyer, O'Brien; Instructors Choate, Rottier. Marketing is the backbone

More information

http://mail. tku.edu.tw/myday/ 2015-11-24, 26 1

http://mail. tku.edu.tw/myday/ 2015-11-24, 26 1 Case Study for Information Management 資 訊 管 理 個 案 Achieving Operational Excellence and Customer Intimacy - Enterprise Application: Summit and SAP (Chap. 9) 1041CSIM4B09 TLMXB4B (M1824) Tue 3,4 (10:10-12:00)

More information

PG CERTIFICATE IN INFORMATION TECHNOLOGY MANAGEMENT (CASME&T)

PG CERTIFICATE IN INFORMATION TECHNOLOGY MANAGEMENT (CASME&T) Program Duration: 6 Months (The admission for this course is valid for 1 year only) Eligibility: Graduate of any University plus 3 years of relevant managerial or professional work experience or 3 years

More information

Supply Chain Finance Overview. January 2013

Supply Chain Finance Overview. January 2013 1 Supply Chain Finance Overview January 2013 What s in a Name? What is Supply Chain Finance? What does it really mean? Financial Times: Supply chain finance allows a supplier to sell its invoices to a

More information

Fundamentals of Information Systems, Fifth Edition. Chapter 1 An Introduction to Information Systems in Organizations

Fundamentals of Information Systems, Fifth Edition. Chapter 1 An Introduction to Information Systems in Organizations Fundamentals of Information Systems, Fifth Edition Chapter 1 An Introduction to Information Systems in Organizations 1 Principles and Learning Objectives The value of information is directly linked to

More information

Chapter 1 - Introduction to Management Accounting

Chapter 1 - Introduction to Management Accounting Chapter 1 - Introduction to Management Accounting MULTIPLE CHOICE 1. is devoted to providing information for external users. a. Management accounting b. Financial accounting c. Internal accounting d. Cost

More information

CRAFT ERP modules. Introduction

CRAFT ERP modules. Introduction Introduction 1 1 Introduction CRAFT is an ERP system providing automation in most important business aspects of an enterprise: Customer relations, Financial operations, Production and Distribution operations,

More information

Text Book: Laudon & Laudon, Essentials of Business Information Systems, 7 th Edition, Pearson (Prentice Hall), 2007

Text Book: Laudon & Laudon, Essentials of Business Information Systems, 7 th Edition, Pearson (Prentice Hall), 2007 Text Book: Laudon & Laudon, Essentials of Business Information Systems, 7 th Edition, Pearson (Prentice Hall), 2007 Multiple Choice Questions Chapter 1 Business Information Systems in Your Career 1. One

More information

Basic Concepts of Accounting Subsidiary Subsidiary Special Special Inform Infor a m tion Ledgers Ledger Journals Jour Systems

Basic Concepts of Accounting Subsidiary Subsidiary Special Special Inform Infor a m tion Ledgers Ledger Journals Jour Systems COMPUTERIZED ACCOUNTING SYSTEMS Basic Concepts of Accounting Information Systems Subsidiary Ledgers Special Journals Computerized accounting systems Manual accounting systems Example Advantages Sales journal

More information

Transaction Processing, Functional Applications & Integration

Transaction Processing, Functional Applications & Integration Chapter 9 Transaction Processing, Functional Applications & Integration Information Technology For Management 6 th Edition Turban, Leidner, McLean, Wetherbe Based on lecture slides by L. Beaubien, Providence

More information

BDO Consulting. Segregation of Duties Checklist

BDO Consulting. Segregation of Duties Checklist BDO Consulting Segregation of Duties Checklist August 2009 BDO Consulting s Fraud Prevention practice is pleased to present the 2009 Segregation of Duties Checklist. We have developed this tool to assist

More information

Content. Chapter 1 Supply Chain Management An Overview 3. Chapter 2 Supply Chain Integration 17. Chapter 3 Demand Forecasting in a Supply Chain 28

Content. Chapter 1 Supply Chain Management An Overview 3. Chapter 2 Supply Chain Integration 17. Chapter 3 Demand Forecasting in a Supply Chain 28 Content Part I: Principles of Supply Chain Management Chapter 1 Supply Chain Management An Overview 3 Part II: Supply Chain Planning & Design Chapter 2 Supply Chain Integration 17 Chapter 3 Demand Forecasting

More information

Relationship management is dead! Long live relationship management!

Relationship management is dead! Long live relationship management! XRM: From Fragmentation to Integration Executive Summary Relationship management is dead! Long live relationship management! But it s not just about customers anymore. The value chain has grown so long

More information

Microsoft Dynamics AX Core ERP Features and Business Processes

Microsoft Dynamics AX Core ERP Features and Business Processes Microsoft Dynamics AX 2012 Core ERP Features and Business Processes Table of Contents Introduction to Microsoft Dynamics AX... 3 Accounts Payable... 3 Accounts Receivable... 4 General Ledger... 5 Budgeting...

More information

Vendor Managed Inventory Strategies

Vendor Managed Inventory Strategies Vendor Managed Inventory Strategies Summary Results 2015 Program Overview Between February and March of 2015, Gatepoint Research invited selected supply chain, logistics and operations executives to participate

More information