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Achieving Operational Excellence and Customer Intimacy: Enterprise…
Achieving Operational Excellence and Customer Intimacy: Enterprise Applications (EA)
Operational Excellence
Enterprise Systems
Support Business Processes
Enforce uniform data standards
Enforce uniform business processes
Enforce a single unified technology platform
Common central database
Business value
Deliver right information
Helps companies to be "one" company
Timely information
Standard practices, enforces a common language
Enterprise Software
Suite of integrated software modules
Common central database
Built around thousands of predefined business processes
Requires organization changes
Have become more externally oriented
Capable of communication with customers, suppliers and other entities
This sofware is usually complex
Supply Chain Management (SCM)
Helps suppliers
Planning
Production
Logistics
Share Information
More accurate
Reduces uncertainity
Reduces bullwhip effect
Makes better decisions
Purchases
Production
Shipping / Transportation
Communication
Manage hundreds of suppliers
Includes
Supply Chain Planning
Model existing SC
Generate demande forecasts
Develop optimal sourcing plans
Develop optimal manufacturing plans
Makes sure production matches customer demand
Supply Chain Execution
Manages the flow of products
Through distribution centers and warehouses
Physical track of goods status
Manages shipping plans
Internet helps
Management of global SC
Globalization
Complex Supply Chain networks
Manufacturers
Logistics suppliers
Outsourced manufacturers
Retailers
Distributors
Helps manage SC issues
Different countries & regions
Different markets
Different languages
Time differences
Local taxes and fees
Different government regulations
Cultural differences
Enables new business models
Push SC model
Pull SC model
Challenges
EA are difficult to implement
Extensive organizational change
New software investments
Business processes changes
Switching costs
Data cleaning work
Keep customizations low
Customer Intimacy
Customer Relationship Management (CRM)
Integrates and automates customer facing processes
Helps Sales
Telepone
Web
Retail store
Helps Marketing
Campaings
Data analysis
Helps Customer service
Call center
Web self service
Single customer view
Know your customer
Manage touch points
CRM software
Partner Relationship Management (PRM)
Employee Relationship Management (ERM)
Operational CRM
Customer facing applications
Sales force automation
Call center
Customer service support
Analytical CRM
Consolidate data warehouses
Consolidate customer touch points data
Analytical processing (OLAP)
Data mining
Enterprise Applications Extension
Service Platforms
Integrates data and processes
Multiple EA's
Legacy applications
Web Services
SOA standards