CHAPTER EIGHT ENTERPRISE APPLICATIONS

CHAPTER EIGHT ENTERPRISE APPLICATIONS CHAPTER EIGHT ENTERPRISE APPLICATIONS - Start

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CHAPTER EIGHT ENTERPRISE APPLICATIONS




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Presentations text content in CHAPTER EIGHT ENTERPRISE APPLICATIONS

Slide1

CHAPTER EIGHT

ENTERPRISE APPLICATIONS

Business Communications

Slide2

SECTION 8.1

Supply Chain Management

Slide3

BUILDING A CONNECTED CORPORATION THROUGH INTEGRATIONS

Integration

– Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems

Application integrationData integrationForward integrationBackward integration

Slide4

BUILDING A CONNECTED CORPORATION THROUGH INTEGRATIONS

Integration Example

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BUILDING A CONNECTED CORPORATION THROUGH INTEGRATIONS

A Central Information Repository Example

Slide6

Integration Tools

Enterprise system

– Provide enterprisewide support and data access for a firm’s operations and business processes

Enterprise application integration (EAI) – Connects the plans, methods, and tools aimed at integrating separate enterprise systems

Slide7

Integration Tools

Three Primary Enterprise Systems

Slide8

SUPPLY CHAIN MANAGEMENT

Supply Chain Management

(SCM) – The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability

Slide9

SUPPLY CHAIN MANAGEMENT

The supply chain has three main links

Materials flow from suppliers and their “upstream” suppliers at all levels

Transformation of materials into semifinished and finished products through the organization’s own production processDistribution of products to customers and their “downstream” customers at all levels

Slide10

SUPPLY CHAIN MANAGEMENT

Supply Chain Example

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SUPPLY CHAIN MANAGEMENT

Walmart and Procter & Gamble SCM Example

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SUPPLY CHAIN MANAGEMENT

Effective and efficient SCM systems can enable an organization to

Decrease the power of its buyers

Increase its own supplier powerIncrease switching costs to reduce the threat of substitute products or servicesCreate entry barriers thereby reducing the threat of new entrantsIncrease efficiencies while seeking a competitive advantage through cost leadership

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TECHNOLOGIES REINVENTING THE SUPPLY CHAIN

The three components of supply chain management

Procurement

LogisticsMaterials management

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TECHNOLOGIES REINVENTING THE SUPPLY CHAIN

Supply chain management disruptive technologies

3D printing

(supports procurement)Maker movementMakerspaceRadio frequency identification (supports logistics)Drones (supports logistics)Robotics (supports materials management)

Slide15

SECTION 8.2

Customer Relationship Management and Enterprise Resource Planning

Slide16

CUSTOMER RELATIONSHIP MANAGEMENT

Customer relationship management (CRM)

– Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization's profitability

Many organizations, such as Charles Schwab and Kaiser Permanente, have obtained great success through the implementation of CRM systems

Slide17

The Power of

T

he Customer

The customer is always right and now has more power than ever thanks to the Internet

Slide18

Measuring CRM Success

Slide19

CRM Communication Channels

Text message

Instant message

Voice mailVoice callEmail letterWeb orderPhone order

Meeting

Customer service call

Twitter

Facebook

Slide20

Evolution of CRM

CRM reporting technology

– Help organizations identify their customers across other applications

CRM analysis technologies – Help organization segment their customers into categories such as best and worst customersCRM predicting technologies – Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving

Slide21

Evolution of CRM

Slide22

Operational and Analytical CRM

Operational CRM

– Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers

Analytical CRM – Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Slide23

Operational and Analytical CRM

Slide24

ENTERPRISE RESOURCE PLANNING

Enterprise resource planning

– Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprisewide decisions by viewing enterprisewide information on all business operations

Slide25

ENTERPRISE RESOURCE PLANNING

Reasons ERP systems are powerful tools

ERP is a logical solution to incompatible applications

ERP addresses global information sharing and reportingERP avoids the pain and expense of fixing legacy systems

Slide26

ENTERPRISE RESOURCE PLANNING

ERP Systems Automate Business Processes

Slide27

ENTERPRISE RESOURCE PLANNING

The Organization Before ERP

Slide28

ENTERPRISE RESOURCE PLANNING

ERP Bringing The Organization Together


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