Turban and Volonino. Enterprise Systems: Supply Chains, ERP, CRM & KM
|
|
- Dylan Noah Dalton
- 8 years ago
- Views:
Transcription
1 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 contributed by Dr. Sandra Reid Chair, Graduate School of Business & Professor, Technology Dallas Baptist University Copyright 2010 John Wiley & Sons, Inc. 10-1
2 Enterprise Systems: Supply Chains, ERP, CRM & KM 1. Essentials of Enterprise Systems and Supply Chains 2. Supply Chain Management and Its Business Value 3. Enterprise Resource Planning (ERP) Systems 4. Customer Relationship Management (CRM) 5. Knowledge Management and IT 6. Managerial Issues Copyright 2010 John Wiley & Sons, Inc. 10-2
3 10.1 Essentials of Enterprise Systems and Supply Chains Copyright 2010 John Wiley & Sons, Inc. 10-3
4 Figure IT7eU Copyright 2010 John Wiley & Sons, Inc. 10-4
5 ESSENTIALS OF ENTERPRISE SYSTEMS AND SUPPLY CHAINS ERP and Supply Chains It is comprised of a set of applications that automate routine back-end operations such as: Financial management Inventory management Scheduling Order fulfillment Cost control Accounts payable and receivable It includes front-end operations such as: POS Field Sales Service ERP or enterprise systems control all major business processes with a single software architecture in real time. It also increases efficiency, improves quality, productivity, and profitability. Chapter 8 5
6 Enterprisewide Systems ERP - designed to coordinate all the resources, information, and activities needed to complete business processes such as order fulfillment or billing. Extended ERP also supports business partners, & most common form. CRM - software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Source: wikipedia.org Copyright 2010 John Wiley & Sons, Inc. 10-6
7 Enterprisewide Systems cont d Knowledge Management Systems (KM) - refers to a (generally IT based) system for managing knowledge in organizations, supporting creation, capture, storage and dissemination of information. Business Process Management (BPM) - is a field of management focused on aligning organizations with the wants and needs of clients. It is a holistic management approach that promotes business effectiveness and efficiency while striving for innovation, flexibility and integration with technology. Source: wikipedia.org Copyright 2010 John Wiley & Sons, Inc. 10-7
8 Enterprisewide Systems cont d Supply Chain Management (SCM) - is the management of a network of interconnected businesses involved in the ultimate provision of product and service packages required by end customers. Materials Requirement Planning (MRP) - is a software based production planning and inventory control system used to manage manufacturing processes. Source: wikipedia.org Copyright 2010 John Wiley & Sons, Inc. 10-8
9 Enterprisewide Systems cont d Decision Support Systems (DSS) - are a specific class of computerized information systems that supports business and organizational decisionmaking activities. Intelligent Systems expert systems such as KM. Business Intelligence (BI) - Common functions of business intelligence applications are reporting, OLAP, analytics, data mining, business performance management, benchmarks, text mining, and predictive analytics. Source: wikipedia.org Copyright 2010 John Wiley & Sons, Inc. 10-9
10 Figure 10.1 Overview of enterprise system. (Source: Prepared by E. Turban and D. Amoroso.) Copyright 2010 John Wiley & Sons, Inc
11 Figure 10.2 The structure of a typical supply chain. (Source: Drawn by E. Turban.) Copyright 2010 John Wiley & Sons, Inc
12 Figure Digital supply chains. (Source: Intel, Building the Digital Supply Chain: An Intel Perspective, Intel Solutions White Paper, January 2005, Figure 5, p. 9.)
13 Deployed integrated enterprise system structured around supply chain, financial management, ERP, & CRM. Automated sales force. Campaign management tools to improve marketing effectiveness. Note: See article for more: Brewing Good Business Copyright 2010 John Wiley & Sons, Inc
14 10.2 Supply Chain Management and Its Business Value Copyright 2010 John Wiley & Sons, Inc
15 Supply Chain Chapter 8 15
16 Supply Chain Problems Adding value along the chain is essential for competitiveness, however, problems exist especially in complex or long chains and in cases where many business partners are involved. These problems are due to uncertainties and the need to coordinate several activities, internal units, and business partners. Demand forecasts are a major source of uncertainties Competition Prices Weather conditions Technological development Customer confidence Uncertainties exist in delivery times Machine failures Road conditions Shipments Quality problems may also create production delays Chapter 8 16
17 Supply Chain Problems (Continued) The bullwhip effect refers to erratic shifts in orders up and down the supply chain because of poor demand forecasting, price fluctuation, order batching, and rationing within the chain. Even slight demand uncertainties and variability become magnified if each distinct entity, on the chain, makes ordering and inventory decisions with respect to its own interest above those of the chain. Distorted information can lead to tremendous inefficiencies, excessive inventories, poor customer service, lost revenues, ineffective shipments, and missed production schedules. A common way to solve the bullwhip problem is by sharing information along the supply chain through EDI, extranets, and groupware technologies. For example employing a vendor-managed inventory (VMI) strategy, the vendor monitors inventory levels and when it falls below the threshold for each product this automatically triggers an immediate shipment. Chapter 8 17
18 Supply Chain Solutions Information sharing among supply chain partners (c-commerce) sometimes referred to as the collaboration supply chain is one method to overcome problems in the flow. Others are: Optimal Inventory Levels Supply Chain Coordination and Collaboration Supply Chain Teams Performance Measurement and Metrics Various IT-Assisted Solutions Wireless technology Optimal shipping plans Strategic partnerships with suppliers Just-in-time Chapter 8 18
19 Supply Chain Solutions (Continued) Chapter 8 19
20 Supply Chain Collaboration Management Every company that has business partners has to manage the relationships with them. Information needs to flow between the firms and must be constantly updated and shared. Manual methods include: phone, fax, and mail EDI is typically used by large corporations EC PRM functions include: Partner profiles Partner communications Lead management (of clients) Targeted information distribution Connecting the extended enterprise Partner planning Centralized forecasting Group planning Price lists Chapter 8 20
21 Managing Collaboration Managing Collaboration Collaborative planning, forecasting, and replenishment Vendor-Managed inventory E-Business Systems and the Supply Chain Collaborative fulfillment networks (CFNs) Electronic marketplaces Electronic data interchange Electronic ordering and funds transfer Electronic Data Interchange (EDI) Copyright 2010 John Wiley & Sons, Inc
22 Managing Collaboration Inventory management require coordination of all activities & links in supply chain. Goods move smoothly & on time from supplier to manufacturer to distributor to customer. Partner collaboration is key success factor. Sharing of information, upline & downline is essential. Take this tutorial from cio.com : Supply Chain Management Definition and Solutions Copyright 2010 John Wiley & Sons, Inc
23 Collaborative Planning Designed to synchronize production & distribution plans & product flows. Optimize resource utilization over expanded capacity base. Increase customer responsiveness. Reduce inventories. Copyright 2010 John Wiley & Sons, Inc
24 Figure 10.4 CPFR model. (Source: VICS.org, Collaborative Planning, Forecasting, and Replenishment (CPFR): An Overview, May 18, 2004, Figure 1, p.6.) Copyright 2010 John Wiley & Sons, Inc
25 Vendor Managed Inventory Automatic information sharing. Reduces warehousing costs for suppliers. Inventory levels are monitored for trigger level for immediate shipment as needed. Efficient manufacturing schedules. All participants should share in benefits of efficiencies of scale. Copyright 2010 John Wiley & Sons, Inc
26 E-Business Systems & Supply Chains Better cost performance from improved productivity & lower costs. Enhanced customer service from improved quality of service. Improved process capabilities from online business quality consistency. Higher productivity & dependability from increased control of material flows along the supply chain. Shortened cycle times due to fewer delays & higher speed. Greater flexibility in planning & replanning. Shorten the supply chain itself. Smooth the related production processes. Copyright 2010 John Wiley & Sons, Inc
27 Managing Collaboration Managing Inventory Managing E-Procurement Managing Other It-Assisted Solutions Supply chain Teams Virtual Factories Mobility and Wireless Solutions The Leaning of the Supply Chain Copyright 2010 John Wiley & Sons, Inc
28 Business Value of SCM Effective transformation of raw materials into goods and/or services. Reduce uncertainty & risk. Improved collaboration to decrease inventory levels & cycle time. Improved processes & customer service. Increased profitability & competitiveness. Copyright 2010 John Wiley & Sons, Inc
29 Successful Supply Chain Management Copyright 2010 John Wiley & Sons, Inc
30 10.3 Enterprise Resource Planning (ERP) Systems Copyright 2010 John Wiley & Sons, Inc
31 What is ERP? Software integrates planning, management & use of all resources in entire enterprise. Comprises sets of applications that automate back-end operations (financial, inventory management & scheduling). Modules for cost control, accounts payable/receivable, treasury management & fixed assets. Benefits range from increased efficiency to improved quality, productivity & profitability. Copyright 2010 John Wiley & Sons, Inc
32 Continuously seeks to streamline its supply chain operations. Must accelerate new product development. Devises ways to offer customers greater choice of better products at lower cost. ERP allowed company to access more timely & accurate data & reduce cost. Copyright 2010 John Wiley & Sons, Inc
33 Successful ERP Implementations Copyright 2010 John Wiley & Sons, Inc
34 Figure 10.5 ERR application modules. (Source: Prepared by D. Amoroso.) Copyright 2010 John Wiley & Sons, Inc
35 ERP Lease or Buy? Self-develop an integrated system, either linking together existing functional packages or by programming a new custom-built system. Purchase commercially available product (often quicker &/or less expensive). Leading vendor is SAP. Oracle & Computer Associates also make similar products. Lease from application service providers (ASP) to get the best modules of different vendors. Lease will typically be least expensive option making it more affordable by even small firms. Copyright 2010 John Wiley & Sons, Inc
36 10.4 Customer Relationship Management (CRM) Copyright 2010 John Wiley & Sons, Inc
37 Figure 10.6 Copyright 2010 John Wiley & Sons, Inc
38 CRM Business Strategy Customers are the core of the business. Success depends upon company effectively managing relationships with customers. It is a business strategy to select & manage customers to optimize long-term value. Requires a customer-centric business philosophy & culture to support effective marketing, sales & services processes. Idea is simple treat different customers differently as their needs are different & their value to the company may be different. Check out this tutorial at cio.com for more: Customer Relationship Management Copyright 2010 John Wiley & Sons, Inc
39 Classification of CRM Applications Customer-facing include all areas where customers interact with company (call centers, help desks, sales force automation). Customer-touching customers interact with the applications (self-service, campaign management, general purpose e-business applications). Customer-centric intelligence analyze results of operational processing & use results to improve CRM applications. Online networking methods that provide the opportunity to build personal relationships (chat rooms & discussion lists). Copyright 2010 John Wiley & Sons, Inc
40 Levels & Types of e-crm e-crm Foundational service minimum necessary services such as web site responsiveness. Customer-centered services order tracking, product configuration/customization & security/trust. Services that matter the most to customers. Primarily on the web. Value-added services extra such as online auctions, online training & education. Loyalty programs recognize customers who repeatedly use services (products) offered. Wireless (Mobile) CRM Copyright 2010 John Wiley & Sons, Inc
41 Customer Service on the Web Search and Comparison Capabilities Free Products and Services Technical and Other Information and Services Customized Products and Services Account or Order Status Tracking Copyright 2010 John Wiley & Sons, Inc
42 Tools for Customer Service Personalized web pages used to record purchases & preferences. FAQs commonly used for dealing with repetitive customer questions. & automated response Chat rooms Live chat Call centers Troubleshooting Tools Copyright 2010 John Wiley & Sons, Inc
43 Figure 10.7 Traditional vs. mobile CRM. Copyright 2010 John Wiley & Sons, Inc
44 Issues Related to CRM Failures Difficulty in measuring intangible benefits. Failure to identify & focus on specific business problems that the CRM can solve. Lack of active senior management sponsorship. Poor user acceptance. Trying to automate poorly defined business process. Copyright 2010 John Wiley & Sons, Inc
45 Table 10.1 Copyright 2010 John Wiley & Sons, Inc
46 Business Value of CRM Increase in staff productivity. Cost avoidance. Increased revenue. Margin increases. Reduced inventory costs. Increased customer satisfaction. Copyright 2010 John Wiley & Sons, Inc
47 Risks of e-crm Taking on more than can be delivered. Getting over budget & behind schedule. Poor user adoption. Expensive maintenance & support. Isolation. Garbage in-garbage out. Failure to measure success. Copyright 2010 John Wiley & Sons, Inc
48 10.5 Knowledge Management and IT Copyright 2010 John Wiley & Sons, Inc
49 Figure 10.8 Data, information, and knowledge. Copyright 2010 John Wiley & Sons, Inc
50 Knowledge Knowledge Information that is contextual, relevant & actionable. Extraordinary leverage & increasing returns. Fragmentation, leakage & the need to refresh. Uncertain value. Uncertain value of sharing. Rooted in time. Intellectual capital (intellectual assets) is another term used for knowledge; an implied financial value to knowledge. Explicit and Tacit Knowledge Copyright 2010 John Wiley & Sons, Inc
51 Problem need to keep large employee base up-to-date & ahead of competitors & clients. Spread lessons learned so not to repeat mistakes. Solution implemented knowledge management system. Results early problems, however, initiated modifications to rate usefulness of knowledge. Copyright 2010 John Wiley & Sons, Inc
52 Knowledge Knowledge management System Cycle Create Knowledge Capture knowledge Refine knowledge Store knowledge Manage knowledge Disseminate knowledge Copyright 2010 John Wiley & Sons, Inc
53 Figure 10.9 The knowledge management system cycle. Copyright 2010 John Wiley & Sons, Inc
54 Knowledge Components of KMS Communication Collaboration Storage Retrieval Processing Copyright 2010 John Wiley & Sons, Inc
55 KMS Implementation Knowledge Finding Experts Electronically and Using Expert Location Systems Enterprise Knowledge Portals Using KM in Training and Learning Oxford Case Study Copyright 2010 John Wiley & Sons, Inc
56 Figure ELS : Expert Location System Expert location system of AskMe Corp. (Source: Drawn by E. Turban.) 10-56
57 Figure KM and e-learning (SimMAGIC). (Source: Courtesy of HamStar Technology LTD.) 10-57
58 10.6 Managerial Issues Copyright 2010 John Wiley & Sons, Inc
59 Major Managerial Issues Ethical responsibilities to employees as business needs change. How much to integrate risk. Role of IT support & strategic. Organizational adaptability software versus existing processes. Going global complicate existing processes. Customer is king/queen key success factor. Set CRM policies with care The Lasting importance of knowledge management Implementation in the face of quickly changing technology Copyright 2010 John Wiley & Sons, Inc
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 informationInterorganizational 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 informationCHAPTER 11. Customer Relationship Management and Supply Chain Management
CHAPTER 11 Customer Relationship Management and Supply Chain Management CHAPTER OUTLINE 11.1 Defining Customer Relationship Management 11.2 Operational Customer Relationship Management Systems 11.3 Analytical
More informationSupply Chain Management & ERP
1 Case: How Dell Reengineered its Supply Chain Supply Chain Management & ERP Problem: Dell pioneered the mail order approach to selling PCs In 1993, Compaq cuts prices to drive Dell out of the market.
More informationKnowledge Management
Knowledge Management Management Information Code: 164292-02 Course: Management Information Period: Autumn 2013 Professor: Sync Sangwon Lee, Ph. D D. of Information & Electronic Commerce 1 00. Contents
More informationChapter 9. Video Cases. 6.1 Copyright 2014 Pearson Education, Inc. publishing as Prentice Hall
Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Video Cases Video Case 1a: What Is Workday: Enterprise Software as a Service (Saas) Video Case 1b: Workday: Mobile
More informationAchieving 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 informationChapter 13: Knowledge Management In Nutshell. Information Technology For Management Turban, McLean, Wetherbe John Wiley & Sons, Inc.
Chapter 13: Knowledge Management In Nutshell Information Technology For Management Turban, McLean, Wetherbe John Wiley & Sons, Inc. Objectives Define knowledge and describe the different types of knowledge.
More informationManagement 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 informationLecture-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 informationManagement Information Systems. B08. Interorganizational and Global Information Systems
Management Information Systems Management Information Systems B08. Interorganizational and Global Information Systems Code: 166137-01+02 Course: Management Information Systems Period: Spring 2013 Professor:
More informationCOMM 391. Introduction to Management Information Systems. Case 9.1 The Next Step in Customer Relationship Management
COMM 391 Introduction to Management Information Systems Winter 2014 Term 1 IT S ROLE IN CUSTOMER RELATIONSHIP MANAGEMENT AND SUPPLY CHAIN MANAGEMENT Case 9.1 The Next Step in Customer Relationship Management
More information26/10/2015. 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 informationWhite 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 informationLearning Objectives. Supply Chains & SCM Defined. Learning Objectives con t. Components of a Supply Chain for a Manufacturer
Chapter 4 Global Supply Chain Management Operations Management by R. Dan Reid & Nada R. Sanders 4th Edition Wiley 2010 Learning Objectives Describe the structure of supply chains Describe the bullwhip
More informationIntroduction 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 informationCourse 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 informationhttp://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 informationInformation 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 informatione-crm: Latest Paradigm in the world of CRM
e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile
More informationEnterprise Information Systems
Enterprise Information Systems Dr Sherif Kamel Department of Management School of Business, Economics and Communication Enterprise Information Systems DSS to provide enterprise-wide support Support to
More informationn For next time q Read Cisco Case n Hwk 2 due by start of class Tuesday n On ecommons q Database Assignment 1 posted
Class Announcements TIM 50 - Business Information Systems Lecture 5 UC Santa Cruz, Ram Akella October 8, 2015 For next time q Read Cisco Case Hwk 2 due by start of class Tuesday On ecommons q Laudon and
More informationTIM 50 - Business Information Systems
TIM 50 - Business Information Systems Lecture 5 UC Santa Cruz, Ram Akella October 8, 2015 Class Announcements n For next time q Read Cisco Case n n Hwk 2 due by start of class Tuesday On ecommons q Laudon
More informationSynchronizing the Extended Retail Ecosystem
Synchronizing the Extended Retail Ecosystem Written by: Brian Kilcourse Chief Strategist Retail Systems Alert Group DAN BERTHIAUME EDITOR, ERI JOURNAL RETAIL SYSTEMS ALERT GROUP Prakash Nanduri Global
More informationCHAPTER 11. Customer Relationship Management and Supply Chain Management
CHAPTER 11 Customer Relationship Management and Supply Chain Management CHAPTER OUTLINE 11.1 Defining Customer Relationship Management 11.2 Operational Customer Relationship Management Systems 11.3 Analytical
More informationCHAPTER OUTLINE LEARNING OBJECTIVES 8/14/2012. Customer Relationship Management and Supply Chain Management
Customer Relationship Management and Supply Chain Management CHAPTER OUTLINE 11.1 Defining Customer Relationship Management 11.2 Operational Customer Relationship Management Systems 11.3 Analytical Customer
More informationEnterprise 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 informationBUS 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 informationENTERPRISE 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 informationBusiness Challenges. Customer retention and new customer acquisition (customer relationship management)
Align and Optimize Workflows with Lean Dan Marino Marino Associates, LLC Strategic and tactical planning Information systems integration Customer retention and new customer acquisition (customer relationship
More informationACS-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 informationP&SM: eprocurement. CIPS Position on Practice
CIPS Position on Practice P&SM: eprocurement 'The combined use of electronic information and communications technology (ICT) in order to enhance the links between customer and supplier, and with other
More informationIntroduction 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 informationINFO1400. 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 informationAchieving 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 informationHow To Improve Your Business
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 informationTechnology-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 informationE-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 informationFive Tips to Achieve a Lean Manufacturing Business
Five Tips to Achieve a Lean Manufacturing Business Executive Overview Introduction The more successful manufacturers today are those with the ability to meet customer delivery schedules while maintaining
More informationHow To Understand 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 informationBA7301 Enterprise Resource Planning. VALLIAMMAI ENGINEERING COLLEGE DEPARTMENT OF MBA QUESTION BANK BA7301 & Enterprise Resource Planning UNIT I
VALLIAMMAI ENGINEERING COLLEGE DEPARTMENT OF MBA QUESTION BANK BA7301 & Enterprise Resource Planning UNIT I PART A 1. Define ERP. 2. What is an Enterprise? 3. What are the main misconceptions about ERP?
More informationKoffka 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 informationERP in Wholesale and Distribution
ERP in Wholesale and Distribution Extending the Enterprise to Extend Profits October 2012 Nick Castellina ERP in Wholesale and Distribution: Extending the Enterprise to Extend Profits Enterprise Resource
More informationINTERNET TECHNOLOGIES AND SUPPLY CHAIN MANAGEMENT
INTERNET TECHNOLOGIES AND SUPPLY CHAIN MANAGEMENT A number of companies have used the Internet to lower costs and add value to their businesses The Internet has already had a tremendous impact on the field
More informationCognos 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 informationBusiness Intelligence and Decision Support Systems
Chapter 12 Business Intelligence and Decision Support Systems Information Technology For Management 7 th Edition Turban & Volonino Based on lecture slides by L. Beaubien, Providence College John Wiley
More informationApplication of Information Systems in Electronic Insurance
Research Journal of Information Technology 2(1): 1-6, 2010 ISSN: 2041-3114 Maxwell Scientific Organization, 2010 Submitted Date: July 15, 2009 Accepted Date: August 12, 2009 Published Date: May 20, 2010
More informationERP Response to E-Business Challenges. Peoplesoft Case
50 ERP Response to E-Business Challenges. Peoplesoft Case Senior lect. Doina FOTACHE, PhD., Senior lect. Luminita FÎNARU, PhD. Department of Informatics, Al. I Cuza University, Iasi ERP is becoming the
More informationEndeavour Dynamics Offering
Endeavour Dynamics Offering Microsoft Dynamics AX 2012 is recognised as a global leading ERP system that supports a single instance strategy for medium to large enterprise companies. Endeavour is proud
More informationBusiness-to-Business Electronic Commerce ( B2B-EC )
Business-to-Business to-business Electronic Commerce ( B2B-EC ) Sistem e-businesse (MG-652) Jurusan Manajemen Agenda Characteristics of B2B EC Models of B2B EC From Traditional to Internet-based EDI Integration
More informationSupply Chain development - a cornerstone for business success
Supply Chain development - a cornerstone for business success Agenda 1. Supply chain considerations 2. Benefits of a developed SCM strategy 3. Competitive advantage by using a LSP 4. CRM/SCM key to business
More informationE-Business Supply Chain Management. Michael J. Shaw
1 E-Business Supply Chain Management Michael J. Shaw A Process View of the Supply Chain 2 Supply Chain Planning Information Flows Supplier Product Flows Manufacturing Product Flows Distribution Product
More informationE-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 informationChapter 8 - Strengthening Business-to- Business Relationships via Supply Chain and Customer Relationship Management
Chapter 8 - Strengthening Business-to- Business Relationships via Supply Chain and Customer Relationship Management Supply chain management (SCM) systems supporting business-to-business (B2B) transactions,
More informationORACLE FINANCIAL ANALYTICS
ORACLE FINANCIAL ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Receive intra-period information on income statement, cash flow, and balance sheet condition without having to perform consolidations
More informationMeet & Exceed Rising Customer Expectations
Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer
More informationA Foundation for Understanding Enterprise Resource Planning Systems
A Foundation for Understanding Enterprise Resource Planning Systems Develop an understanding of how ERP systems can improve the effectiveness of information systems in organizations Understand the business
More informationAbout 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 informationFact Sheet Fujitsu Revenue Management Solution for the Wholesale Distribution Industry
Fact Sheet Fujitsu Revenue Management Solution for the Wholesale Distribution Industry Fujitsu Revenue Management Solution manages end to end supply chain management. This solution integrates demand planning,
More information1. 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 informationSession 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 informationManagement 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 informationAuthor: Alexander Tsang (Posterita)
WHY SHOULD YOU IMPLEMENT ADempiere IN YOUR COMPANY? 1. Traditional IT systems Traditional IT systems are mostly built around an accounting package and different software to cater for the apparently unrelated
More informationfive ways you can increase wholesale trade profit a five ways series publication from enabling
five ways you can increase wholesale trade profit For additional copies of this booklet or for more information regarding Enterprise Resource Planning (ERP), Financial Management, Construction, Property
More informationIntroduction to Supply Chain Management Technologies
Introduction to Supply Chain Management Technologies Second Edition David Frederick Ross CRC Press Taylor & Francis Croup Boca Raton London New York CRC Press is an imprint of the Taylor & Francis Croup,
More informationSee your business in a new way.
Operations and Distribution Management Brochure See your business in a new way. Realize the future of your business today. See your business in a new way. Realize the future of your business today. Distribution
More informationLesson 1: Introduction to Supply Chain Management
Lesson 1: Introduction to Supply Chain Management Learning Objectives After completing Lesson 1, you should be able to 1. 2. 3. 4. 5. 6. 7. 8. describe a common supply chain and provide examples. define
More informationORACLE PROCUREMENT AND SPEND ANALYTICS
ORACLE PROCUREMENT AND SPEND ANALYTICS KEY FEATURES AND BENEFITS FOR BUSINESS USERS Streamline procurement and control material and component costs Quantify supplier performance to develop more profitable
More informationFour 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<Insert Picture Here> Charles Phillips. President Oracle Corporation
Charles Phillips President Oracle Corporation Oracle Corporation World s largest enterprise software vendor $18 billion revenue, FY07 300,000 global customers 235,000 Oracle Database
More information1) 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 informationTHE VALUE OF INFORMATION SHARING IN THE RETAIL SUPPLY CHAIN: TWO CASE STUDIES
FORECAST PROCESS IMPROVEMENT LESSONS FROM SUCCESSFUL COMPANIES THE VALUE OF INFORMATION SHARING IN THE RETAIL SUPPLY CHAIN: TWO CASE STUDIES Tonya Boone and Ram Ganeshan PREVIEW Retail supply chains are
More informationORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS
ORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Provide actionable information to conduct intelligent analysis of orders related to regions, products, periods
More informationUSING E-CRM FOR A UNIFIED VIEW OF THE CUSTOMER
USING E-CRM FOR A UNIFIED VIEW OF THE CUSTOMER The emergence of e-commerce has changed many aspects of existing businesses and generated new companies with new business models, business opportunities,
More informationTHE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics
THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining
More informationChapter 9 Knowledge Management
Turban, Aronson, and Liang Decision Support Systems and Intelligent Systems, Seventh Edition Chapter 9 Knowledge Management 9-1 Learning Objectives Define knowledge. Learn the characteristics of knowledge
More information1.3 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 informationGlobal 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 informationEkananta Information System Department, Faculty of Computer Science, Bina Nusantara University Jakarta, Indonesia
IMPLEMENTING OLAP TECHNOLOGY TO LEVERAGE VALUE OF SUPPLY CHAIN MANAGEMENT SYSTEM Ekananta Information System Department, Faculty of Computer Science, Bina Nusantara University Jakarta, Indonesia Keywords:
More informationThe #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce
The #1 Web-Based Business Software Suite Accounting / ERP CRM Ecommerce for every business. Intelligent Complete Simple You have real-time access to all the information you need to make better, faster
More information6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool
Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive
More informationHow Modern Enterprise Software Enables Industrial Machinery and Component Manufacturers to Fully Implement Lean Manufacturing
How Modern Enterprise Software Enables Industrial Machinery and Component Manufacturers to Fully Implement Lean Manufacturing Executive Summary With ongoing globalization, industrial machinery and components
More informationCUSTOMER RELATIONSHIP MANAGEMENT
3-02-70 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT Ken Liang and Houston H. Carr INSIDE Customer Relationship Management; Information Technology and CRM;
More informationHow To Manage It Asset Management On Peoplesoft.Com
PEOPLESOFT IT ASSET MANAGEMENT KEY BENEFITS Streamline the IT Asset Lifecycle Ensure IT and Corporate Compliance Enterprise-Wide Integration Oracle s PeopleSoft IT Asset Management streamlines and automates
More informationORACLE isupplier PORTAL
ORACLE isupplier PORTAL Key Features Supplier collaboration for complex goods and services Advanced supplier change order management PO status tracking Non-PO self-service invoicing Invoice dispute resolution
More informationPEOPLESOFT IT ASSET MANAGEMENT
PEOPLESOFT IT ASSET MANAGEMENT K E Y B E N E F I T S Streamline the IT Asset Lifecycle Ensure IT and Corporate Compliance Enterprise-Wide Integration P E O P L E S O F T F I N A N C I A L M A N A G E M
More informationcontents CHAPTER 1 CHAPTER 2 Strategic Decision Making 32 Information Systems in Business 1 Opening Case: Revving Up Sales at Harley-Davidson 33
contents CHAPTER 1 Information Systems in Business 1 INTRODUCTION 5 Apple Merging Section 1.1 Information Systems in Business 5 INFORMATION TECHNOLOGY'S ROLE IN BUSINESS 5 Information Technology's Impact
More informationMeeting the Challenges of Supply Chain Management
Meeting the Challenges of Supply Chain Management Brand owners require innovative product configuration strategies to optimize supply chain effectiveness By John R. Kenney, Jr., ModusLink Corporation Price
More informationBuilding Relationships by Leveraging your Supply Chain. An Oracle White Paper December 2001
Building Relationships by Leveraging your Supply Chain An Oracle White Paper December 2001 Building Relationships by Leveraging your Supply Chain EXECUTIVE OVERVIEW This white paper illustrates why a fusion
More informationToday, the Cisco Enterprise B2B team has created automated and standardized processes in the following areas:
How Cisco Enables Electronic Interactions with Sales, Manufacturing, and Service Partners Business-to-business drives productivity, growth, and an improved customer experience. Cisco IT Case Study/Business
More information4 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 informationBENEFITS AND ADVANTAGES OF BUSINESS INTELLIGENCE IN CORPORATE MANAGEMENT
International Journal of Latest Research In Engineering and Computing (IJLREC) Volume 3, Issue 1, Page No. 1-7 January-February 2015 www.ijlrec.com ISSN: 2347-6540 BENEFITS AND ADVANTAGES OF BUSINESS INTELLIGENCE
More informationConcepts 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 informationHow To Use Ecommerce With Ecommerce (Edi)
Transform your store with EDI & 360 degrees of drop ship automation Surprise! Agenda About Logicbroker ecommerce Overview EDI 101 Drop Ship Automation Benefits Drop Shipping for Suppliers Key Takeaways
More informationEvolution of Information System
Information Systems Classification Evolution of Information System The first business application of computers (in the mid- 1950s) performed repetitive, high-volume, transaction-computing tasks. The computers
More informationGlobal 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 informationUNIT IV Purchasing environment Changes in Environmental Conditions- Concept of Supply Chain Management-Strategic Purchasing Management.
PRODUCTION AND OPERATIONS MANAGEMENT PURCHASING MANAGEMENT SUPPLY CHAIN MANAGEMENT ADVANCED PRODUCTION MANAGEMENT INTEGRATED MATERIALS MANAGEMENT INDUSTRIAL SAFETY WORLD CLASS MANUFACTURING PRODUCTIVITY
More informationUsing SCOR to Compete and Grow in a Down Economy
Using SCOR to Compete and Grow in a Down Economy How to Define, Align, and Transform Your Supply Chain for Operations Excellence Richard Sherman Founding Team Member & Board Emeritus Supply Chain Council
More informationSupply Chain Management Build Connections
Build Connections Enabling a business in manufacturing Building High-Value Connections with Partners and Suppliers Build Connections Is your supply chain responsive, adaptive, agile, and efficient? How
More informationE-SUPPLY CHAINS AND COLLABORATIVE COMMERCE
E-SUPPLY CHAINS AND COLLABORATIVE COMMERCE Spring 2011 e-commerce Implementation Collaborative Commerce Technology allows allied businesses to work together to best meet the demands of the marketplace.
More information